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Address: 300 McGaw Drive, Ste 2, Edison, New Jersey, United States, 08837
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I am very happy with Total Home Protection. I wouldn't switch them for the world! My refrigerator went out overnight, so of course, I contacted THP. I talked to Amanda and explained to her my situation. She was so polite and understood what I was saying. She assured me that my problem would be fixed in no time and scheduled for a technician to come out later that same day. He kept me informed on everything, and all I had to do was pay for the deductible. Do you see why I won't leave? They are very dependable.
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 ***.
Total home protection is the lowest of the low when it comes to customer service and providing the service they are contracted for. I submitted 2 claims with them and both of them they denied. 1st claim was early on in the contract so they deemed it prior issue even though they had no proof and the unit failed 3 days after the policy started. 2 issue was 2 months later on the same unit that I had to pay to get fixed. They asked for a receipt to proved I completed the first repair which I provided. Then they sent out a technician that ran off with the service fee and never contacted myself or them to resolve the issue. I was then directed to hire my own technician to come out because they were unable to find another one. I called a technician and submitted the required documentation so THP could approve the repair. They then denied the repair because the unit was “dirty”. The technician stated the system was clean are confirmed that the unit had recently been serviced and they still denied the claim. This company should be shut down as no one should have to be treated as poorly as they treated me.
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
8/7/2018COMPLAINT ID: ***To Whom It May Concern:
Thank you contacting us with the above referenced complaint. We at Total Home Protection treat each complaint with the utmost respect and use this feedback to better serve our valued customers. Understandably there are two sides to every story and always look for a fair resolution between all parties.
The customer placed a claim for a Air Conditioner not cooling on 5/30/2018. During the initial call the customer was asked when the last time the unit was working and advised us on 5/28/2018. The diagnosis concluded that the cause of the failure was the dual capacitor failed. We were also advised the compressor was struggling and needed a hard start kit. A hard start kit is an energy-storing capacitor that helps your AC start when it’s struggling to turn on. The customers policy started 5/27/2018 which shows the unit did not enter the policy in proper working condition. Per our policy this failure is clearly excluded from coverage. Please see the referenced section of the policy below;
I. BASIS FOR COVERAGE
During the term of this Agreement, we agree to pay the covered costs to repair or replace the items listed as covered on your Agreement Coverage Summary if any such items become inoperable due to mechanical failure caused by normal wear and tear. Determination of Coverage including the operational condition as of the Agreement effective date for any claim will be made solely by us, considering but not limited to, our independent contractor’s diagnosis, hereinafter referred to as the “Service Contractor”. This Agreement does not cover any known or unknown pre-existing conditions. It is understood that WE ARE NOT A SERVICE CONTRACTOR and is not itself undertaking to repair or replace any such systems or components. This Agreement covers single-family homes, new construction homes, condominiums, townhomes, and mobile homes under 5,000 square feet, unless an alternative dwelling type (i.e. above 5,000 square feet or multi-unit home) is applied, and appropriate fees are paid. This Agreement will not cover systems or appliances within (a) commercial properties; (b) residential properties used for business purposes, including, but not limited to, dwellings used for rest homes, day care centers, schools and/or professional offices; (c) common areas of condominiums, multi-family houses and/or cooperatives; (d) vacant properties, and; (e) foreclosed/short sold properties. Coverage applies to the systems and components mentioned as “covered” in accordance with the terms and conditions of this Agreement so long as such systems and components:
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 the customer $90.00 good will towards the repair of this failure.
The customer placed another claim for their Air Conditioner on 7/21/2018 stating the unit was not cooling. The diagnosis concluded that the condenser fan motor needed to be replaced. It was determined that the failure was from Lack of Maintenance (LOM) and was not covered under the policy.
VII. GENERAL LIMITATIONS OF LIABILITY
D. This Agreement covers only repairs and/or replacements due to mechanical failure attributable to ordinary wear and tear. Accordingly, the Agreement does not cover failures which may result from other causes, such as without limitation abuse; misuse and/or neglect; lack of maintenance; rust and/or corrosion; noise without a related mechanical failure; chemical or sedimentary build up; lightning strikes; missing parts; animal, pet and/or pest damage; power failure; power surge; fire; casualty; acts of God; structural and/or property damage; flood; smoke; earthquake; freeze damage; accidents; war; acts of terrorism; nuclear explosion, reaction, radiation or radioactive contamination; insurrection; riots; vandalism; or intentional destruction of property. This Agreement does not cover mechanical failures resulting directly or indirectly from or caused by mold, mildew, mycotoxins, fungus, bacteria, virus, condensation, and/or wet or dry rot regardless of the source, origin, or location and any other cause or event contributing concurrently or in any sequence to the mechanical failure.
The customer did provide the proof of repair for the first failure on 5/30/2018, but has not provided any maintenance records showing proper routine maintenance has been performed. We offered a free service charge fee, but the customer rejected and wanted the policy cancelled which we complied with.
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 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 service and to resolve this dispute, we can offer a refund of $399.00-$90.00 check #*** we already sent you, for a total refund of $309.00 which would equal a full refund of your policy paid. For additional 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 home protection intentions are not sincere in wanting to help the customer. They'll put you off for everything, they'll even refer you to a business for your repair. Only to have that business say they no longer deal with Total Home Protection because do not want to spend any money. A total JOKE !!!!!
What I appreciate most about using my home warranty when I've had to use it are the choice in contractors that are chosen to perform repairs and replacements in my house. Total Home did a really great job at hand-picking these guys. They are top notch. I've always received superior customer service, and I am relieved to say that the home repair professionals that were assigned to my case were quick, on time, and got the job right on the first try. I've never had an issue with something breaking down again after being repaired by them. Having access to this network is invaluable. There's not a lot more you can ask than that.
I absolutely love Total Home Protection My garage door had been giving me issues getting stuck randomly during the winter. Well, come summer it decided it wanted to jam and not want to come down. I made a service call and they were able to arrange for a technician the job quickly. Exceptionally friendly staff and pleasant to work with. They were able to repair my garage door chain and now I can just pull in again. Customer service handled this very well.
After getting my dishwasher replaced- I had to come write a review. I was already dealing with piles of dishes from my family on a nightly basis. My dishwasher was a reliable friend that I cherished. The night it stopped working I realized just how much I relied on it! The piles quickly turned into mountains, my stress skyrocketed, but my budget just could not fit in a new appliance. I reached out to the company in hopes of them fixing my dishwasher. My husband was skeptical because I am pretty sure I broke it from consistent usage. But it was worth a shot- and I was so pleased with their response. The dishwasher was covered, but they could not fix the old one- they replaced it with a NEW dishwasher! It took a couple of days, but the customer service was very clear with the process and they were helpful from start to finish. I am moving mountains of dishes in no time these days- I am one happy Momma! I recommend their home warranty to all homeowners. They did a great job in keeping this customer happy.
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 1-800-545-0402.
Called to submit a claim (my first) on a Friday. Heard nothing from them by the following Wednesday so I called them back. Got a call a few hours later telling me the problem was not covered and that it "must have been a pre-existing condition". This was 4 months into having their coverage. I called and complained, They reopened my claim that day and it took until the following Wednesday to get me in touch with a contractor to come look at the problem. I called the contractor to set up an appointment and they told me they had just literally hung up the phone with Total Home Protection, and that they do not do any work for THP. So now it has been 13 days and I did not have anyone coming. I called and ended my relationship with them. When I switched to them, they offered quite a discount from my previous Home Warranty Company, and I got discounted service.
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 also placed a claim for a Air Conditioner leaking water on 7/12/18. The customer was advised that the unit leaking water is a maintenance issue and not covered under the policy but we would still assign a vendor to go out and look at the unit. The vendor we assigned was brand new with our company and decided not to work with warranty companies. 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.
Due to the vendor not working with warranty companies we needed to assign a new vendor. The customer requested to cancel which we honored his request.
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 ***.
Jason called me back about my claim but was not willing to help me nor offer any resolutions. He was very rude and after attempting to speak with a different supervisor numerous times, I was told no and hung up on. I told him that it was no longer about that issue but he still told me no. I called back to speak to someone else and was not helped.
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
7/30/2018COMPLAINT ID: ***To Whom It May Concern:
Thank you contacting us with the above referenced complaint. We at *** treat each complaint with the utmost respect and use this feedback to better serve our valued customers. Understandably there are two sides to every story and always look for a fair resolution between all parties.The customer placed a claim for a Air Conditioner on 5/14/2018 stating the unit was leaking water. The customer was advised this was a manitenance issue and not covered.
Another Air Conditioner claim was placed on 7/21/2018 stating the AC was running but the fan would not kick on. A vendor was dispatched and the diagnosis we received stated the fan motor was not working, the drain pan was taped and leaking, the blower wheel was dirty causing the motor to run off balance and the unit needed maintenance. Being we were advised in May the unit needed maintenance and again in July, 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
B. We are not responsible for the repair of any cosmetic defects or performance of routine maintenance.
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 customer took this policy out on 7/14/2018 was cancelled on 7/26/2018, which had an end term date of 10/14/2018 which includes 2 months free service which were added for purchasing a one time payment policy. There is no refund due at this time.
All claims have been properly serviced in accordance with the Service Agreement - all contracts have inclusions as well as exclusions. We are committed to providing a positive customer experience and doing the right thing for all our customers, contractors, employees, and our company.
We at *** have an unwavering commitment to uphold our founding ideals to provide industry-leading home warranty products and exceptional services to the customers we're privileged to serve. If you have any further questions, please contact us at 1-800-545-0402.
Sincerely,Laura Donovan***Toll Free: (800) 545-0402www.totalhomeprotection.com
properly addressed this complaint and cited the appropriate section of the policy, which was grounds for denial of coverage. The initial claim was a maintenance issue and proof of repair was never received for that issue. A water leak is the first indicatation that there is a maintenance issue. If no maintenance is performed, the unit will struggle to produce the same effect causing additional failures. We were advised by the vendor that the unit was in need of maintenance, which caused the the fan motor to fail. We sincerely apologize for your negative experience. If an effort to provide good customer service we can refund the $45.00 service charge fee the customer paid for this claim.Sincerely,Laura D ***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. I will await my refund.
Regards
They denied my claim for the microwave. It is built in even though the model says countertop. It was built in when the house was built in 2003. When I purchased the house less than 2 years ago, it said built-in microwave. I have looked up several things about built-in microwaves and it says they are usually countertops built into a cabinet with a facing and molding around them and a vent. The wiring is connected to wiring in the back just like the oven is. That is a technicality for denying my claim. Even the technician was surprised and he has been in the business since 1972. Can you help get this settled. They wouldn't even listen to me at all. They said the model number shows countertop. They don't cover portable or count microwaves. But it isn't. I want to continue my contract and renew again but I won't be able to. I feel like I was taken advantage of. When I filed the claim, they didn't even ask my model number. That would have saved me $60.
I have a picture of it showing it built into the cabinet above the built-in oven
Revdex.com***
7/30/2018COMPLAINT ID: ***To Whom It May Concern:
Thank you contacting us with the above referenced complaint. We at *** treat each complaint with the utmost respect and use this feedback to better serve our valued customers. Understandably there are two sides to every story and always look for a fair resolution between all parties.
The customer placed a claim for a Microwave not heating on 7/21/2018. When the vendor contacted us to submit the diagnosis he informed us that this was a countertop unit that was installed above the stove, with molding around to represent a built in unit. Per our policy this failure is clearly excluded from coverage. Please see the referenced section of the policy below;
V. COVERAGE
K. Built-In Microwave
COVERED: All mechanical components and parts, except:
NOT COVERED: Doors; hinges; handles; glass; knobs; lights; clocks (unless they affect the cooking function of the unit); meat probe assemblies, rotisseries; racks and trays; interior linings; arcing; portable or counter top units.
All claims have been properly serviced in accordance with the Service Agreement - all contracts have inclusions as well as exclusions. We are committed to providing a positive customer experience and doing the right thing for all our customers, contractors, employees, and our company.
We at *** have an unwavering commitment to uphold our founding ideals to provide industry-leading home warranty products and exceptional services to the customers we're privileged to serve. If you have any further questions, please contact us at 1-800-545-0402.
Sincerely,Laura D ***Toll Free:
properly addressed this complaint and cited the appropriate section of the policy, which was grounds for denial of coverage. We sincerely apologize for your negative experience and would like to assist with a resolution. In an effort to provide good customer service and resolve the dispute, we have offered $200.00 good wll and authorized one free service call fee on the next claim. For further assistance, please reach out to us ***.Sincerely,Laura D ***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.
Thanks.
Second time I've called this company out to find out it's "not covered" in their exclusion section (which you're never told about when you purchase the warranty). The only thing Total about them is they're a TOTAL rip-of
!
Total home protection have denied me from day (1). The first time I asked for service was for my roof which I PAID to be covered an Mr, B said that it was covered only to fined out that it was a lie. After fining out that shingles wasn't covered I asked to be dropped or should I say cancelled my plan with total home protection But instead was offered a extra month an 1 free service call. An this was after I ask to be cancelled an removed from the plan. I then called back a few seconds later an asked to continue with the plan.(2) I give total home protection a 2nd chance when my AC went out an at that time I was in a HOT House for over a week with NO service from total home protection. So I called them an they told me that they sent it to my email address an they ask me to check my (SPAM) on my email address. After checking my spam it was there an I called the tech person that they chosed for me Let's just say a 2months later i'm still waiting to hear back from the tech. They told me that I could go with the reimbursement route.So my wife call a tech he came an repaired a leak an put freon in the unit. I called serveral times to check on it. Now this time i'm done with there games i've cancelled this time only to fined out that I WOULD NOT! Be getting a refund yes I have called But only got service 1 time from it.I have cancelled before an was automatically reinstated. Now I can't be reinstated??? Why is that I can't get reimbursed for the remaining time that is left on my contract????. I paid full price$411.75 up front an I didn't read nothing about a 7 month rule. An told them that I have a heart problem More then 3 times An Why do they say roof cover when it is not covered . Stop lying to people
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
7/23/2018COMPLAINT 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 a Air Conditioner not cooling on 5/14/2018. The diagnosis concluded that the cause of the failure was the high side service valve was leaking. The vendor tightened the valve and added 3 lbs of freon. The reimbursement check #*** for $100.00 was mailed on 7/12/2018.
On 6/1/2018 the customer called in again to place an Air Conditioner claim stating the unit is not working. The vendor advised the unit was 1 lb low of freon and a leak test is required. As per the policy a leak test is excluded from coverage
A. Air Conditioning System
Note: Coverage available on Air Conditioning units up to a 5-ton capacity, and for residential use only.
COVERED: Mechanical parts and components of two (2) ducted electric central air conditioning systems. All components and parts for units below 13 SEER and/or R-22 equipment, and when we are unable to facilitate repair and/or replacement of failed covered equipment at the current SEER rating or with R-22 equipment, repair and/or replacement will be performed with 13 SEER/R410A equipment and/or 7.7 HSPF or higher compliant, except:
NOT COVERED: Filters; condenser casings; registers and grills; water towers; humidifiers; chillers; electronic air cleaners; window units; non-ducted wall units; mini-split wall units; gas air conditioning systems; water evaporative coolers; swamp coolers; condensate pumps; thermal expansion valves; all exterior condensing, cooling and pump pads; disconnect boxes; roof mounts, jacks, stands or supports; cost for crane rentals; electronic, computerized, and manual systems management and zone controllers; commercial grade equipment; refrigerant conversion; leak detections; water leaks; drain line stoppages or drain pans; maintenance; rusted and/or corroded coils; component short to ground; noise without a related mechanical failure; improperly sized units; air conditioning with mismatched condensing unit and evaporative coil per manufacturer specifications; improper use of metering devices (i.e. thermal expansion valves). We are not responsible for the costs associated with matching dimensions, brand or color made. We will not pay for any modifications or upgrades necessitated by the repair of existing equipment or the installation of new equipment. We will pay up to $10 per pound per occurrence for refrigerant. You are responsible for payment of any costs in excess of $10 per pound.
The customer requested to cancel the policy on 7/17/2018 which we cancelled and send a confirmation cancellation email on the same day. At this time we are not able to reinstate this policy.
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,
***
There is NO minchen of the reimbursement of funds for the remaining months on my contract, There was NO minchen of a roof plan that I HAD! on my plan that was not covered There was not a minchen of the lies an of the call center rudeness of the 2times I call to ask about my reimbursement or the call after calls to my tech man whom fixed the problem the 1st time after you'll tech was a no show. I did not read in the plan booklet about a 8 month rule. An how was that I was able to cancel my plan back in march then turn around an call back an was reinstated ????? Than didn't make sense to me. But now I couldn't have the cancel lifted. There was still 5months on my contract that wasn't used An I paid you'll in good faith that you'll was a very good company ! But the devil is a lie you'll are the worst company in the business of home warranty. The call center have a nasty disposition sales people are no different they lie to the customers Mr, B did. An whom ever wrote the plan lied to. On the 2nd page there is a part that says Quote: WE are here 7day's a week 24 hours a day: Called on 6-1-2018 at 7:15pm only to get the answer service an they can't make no decision the can only that the call then after that it took a hole 5day's for total home protection to find me a tech to come out. All of this really don't make sense to me????? But you'll loyalty is to the customer??? RIGHT!
is a company I DO NOT recommend to anyone looking for a home warranty protection plan.
I filed my first claim with *** regarding my refrigerator. My ice maker and water dispenser stopped working. I called *** to utilize my home warranty protection plan and 5 days later after I called back to find out the status of my claim, I was told that my claim was denied because the ice maker/water dispenser wasn’t covered. *** said that my refrigerator was covered but not my ice maker/water dispenser!!!??? The ice maker/water dispenser is insured separately. This was news to me, no one explained this discrepancy to me when I first signed up with ***. Unusual, when a home warranty company says that your refrigerator is covered but the ice maker/water dispenser is part of the refrigerator – why should this be a separate insured item (it’s part of the refrigerator!). This part of my refrigerator is what my family and friends use daily?
When I initially signed with *** I noticed that the “Gold” plan didn’t cover a refrigerator, but the “Platinum” plan does. So, I decided to become a Platinum member. A Platinum member pays more because more items are covered. No one told me that the ice maker/water dispenser wasn’t covered and that it was an extra cost! On the Platinum description it just says “Refrigerator”
In all fairness *** did offer to pay $75.00 towards the cost of the repair, however the cost of the refrigerator repair is $568.38 but out of my pocket it would be $493.38.
I have been sent a letter binding me to say nothing negative on social media about *** in order to get my $45.00 deductible back.
I feel that it is important to let other consumers know, about how unethical this is and to stay clear from this company (***). I might be speculating, but in my opinion, if they are willing to not honor fixing the ice maker/water dispenser on a refrigerator, what else are they willing not to honor? This is my opinion and that is why I will no longer do business with ***.
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
7/26/2018COMPLAINT ID: ***To Whom It May Concern:
Thank you contacting us with the above referenced complaint. We at *** treat each complaint with the utmost respect and use this feedback to better serve our valued customers. Understandably there are two sides to every story and always look for a fair resolution between all parties.
The customer placed a claim on 7/11/2018 for a Refrigerator not coming on. The diagnosis concluded that the cause of the failure was the ice maker and the ice maker fan both failed. Ice Maker coverage is additional optional coverage to any of the plans we offer. Although the refrigerator is part of the plan the customer has, he does not have the optional coverage for the ice maker. The ice maker is a optional part of a refrigerator and is not an integral part of the unit. Per our policy this failure is clearly excluded from coverage. Please see the referenced section of the policy below;
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; Freon; disposal and recapture of Freon; ice makers, ice crushers, beverage dispensers and their respective equipment; water lines and valve to ice maker; line restrictions; leaks of any kind; maintenance; interior thermal shells; freezers which are not an integral part of the refrigerator; wine chillers or mini refrigerators; food spoilage; noise without a related mechanical failure; multi-media centers and internet connection components.All claims have been properly serviced in accordance with the Service Agreement - all contracts have inclusions as well as exclusions. We are committed to providing a positive customer experience and doing the right thing for all our customers, contractors, employees, and our company.
In an effort to good customer service, we offered $75.00 good will to assist with the repair. We also offered to add the ice maker coverage at no charge once proof of repair is received. Additionally we offered a free service charge fee to add to his account. The customer advised he will review the offer but does not want to cancel the policy. We are still waiting for a response.
We at *** have an unwavering commitment to uphold our founding ideals to provide industry-leading home warranty products and exceptional services to the customers we're privileged to serve. If you have any further questions, please contact us at ***
Sincerely,Laura D ***Toll Free:
After speaking with the professionals at ***, we have come to a resolution that is satisfying to me as a consumer and customer of ***. Thank you, ***.
We are not a customer of Total Home but rather a contractor. They contacted us to do a service on behalf of one of their customers in January 2018. We were given approval for the work and given work order and approval numbers. We submitted the invoice a day later. We still have yet to be paid. We have had so many excuses, and they speak to us like it is our fault. We followed all of their required protocol only to still not be paid. We will never do business with this company again.
I have *** For over one year. I made 13 claims. They send a company . the company have don't fix the problem. (For instance)
*I called *** 5 time to make a claim about my
sewer backing up into the house They send company to my house It too 5 days because *** had my address wrong. By the time *** got my address right and send a company by my house to rod out my drains. It took the man 30 minutes He was in and out .he over charger me and soon as we used the bathroom sewer backup every time I called I get bad customers service. The Phone hang up. I'm on hold for 1 to 2 hours. The manager don't want to talk to me or the manager tell me to call back and put in anther claim. *** told me I put something in the drain So I caller a outside plunger I find online. the plumber fix it, rod out , change out some pipes.
for all my claims *** never send a company that will fix anything.
Revdex.com***
7/23/2018COMPLAINT ID: ***To Whom It May Concern:
Thank you contacting us with the above referenced complaint. We at *** treat each complaint with the utmost respect and use this feedback to better serve our valued customers. Understandably there are two sides to every story and always look for a fair resolution between all parties.
The customer placed a claim for a Plumbing stoppage on 6/13/2017. The diagnosis concluded that the cause of the failure was a main line stoppage. We authorized the repair and was advised by the vendor the stoppage was cleared.
On 7/7/2017 the customer called in again with a Plumbing stoppage. We again assigned a vendor and was advised there was a stoppage and he would need to put a camera in the lines to find the stoppage. The customer was advised that a camera would need to be used to view the issue. The vendor advised the rusted cast iron pipe line shifted causing a break in the line 29 feet from the clean out and it was draining uphill. The customer was advised this was not a covered failure.
On 2/13/2018 another Plumbing stoppage claim came in stating the bathroom sink and toilet were backed up. The customer was advised that if the issue on 7/7/2017 was not resolved and this failure is not covered.
A claim was placed for the Plumbing system on 3/5/18, the vendor diagnosed the failure was the main water line leaking in the yard. This is the same non covered failure as 6/13/2017.
On 3/12/18 and 5/8/2018 claims were placed for the Sprinkler system. Each time we were advised by the vendor that the issue was with the main line in the yard and not with the sprinkler system. These two claims were still outstanding issue from 7/17/2017.
On 5/11/2018 a claim was submitted for the Plumbing system stating there was a leak in the house. We did not send a vendor as the previous 5 claims all stated the issue was with the main line in the yard which rusted out. This is not a covered failure as per the policy
F. Plumbing System and Stoppage
Note: Mainline stoppages are only covered if there is an accessible ground level clean out.
COVERED: Leaks and breaks of water, drain, gas, waste or vent lines, except if caused by freezing or roots; toilet tanks, bowls and mechanisms within the toilet tank (replaced with builder’s grade as necessary); toilet wax ring seals; valves for shower, tub, and diverter angle stops, rinses and gate valves; permanently installed interior sump pumps; built-in bathtub whirlpool motor and pump assemblies; stoppages and/or clogs in drain and sewer lines up to 100 feet from access point. Repair and finish of any walls or ceilings where it is necessary to break through to effect repair is only covered to the following extent: repair of walls or ceilings to rough finish up to $500 per claim. Rough finish is defined to include hanging of drywall, patching of drywall, stucco, and lath. Repair to rough finish does not include supplies or labor for paint, sanding, wall texture, wallpaper and/or tile work.
NOT COVERED: All plumbing in or under the ground, foundation or slab; all piping and plumbing outside of the perimeter of the foundation; any piping or plumbing in a detached structure; stoppage of concrete encased lines; any fees for locating, accessing or installing cleanouts; removal of water closets/toilets in order to clear stoppages, any fees for photo/video equipment, hydro-jetting equipment; jet or steam clearing; chemicals; stoppages caused by root invasion; stoppages caused by foreign objects, such as but not limited to, sanitary wipes, toys, bottle caps, etc.; bath tubs; toilet lids and seats; sinks; cracked porcelain; basket and strainers; pop-up assemblies; tub waste overflow; glass; bidets; electronic toilets/bidets; caulking or grout; color or purity of the water in the system; concrete encased plumbing; conditions of insufficient or excessive water pressure; conditions of water flow restriction due to scale, rust, sediment, and other deposits; exterior hose bibs; faucets and fixtures; water softeners; freeze damage; holding and pressure tanks; jet pumps; laundry tubs; lawn sprinkler systems; saunas and/or steam systems; polybutylene or quest piping; galvanized drain lines; drum traps; flange; repair and finish of any floors where it is necessary to break through to effect repairs; septic tanks and systems in or outside of the home; sewage ejector pumps; sewer and water laterals; shower enclosures and base pans. We will pay no more than $500 per contract term for access, diagnosis, repair and/or replacement.
VII. GENERAL LIMITATIONS OF LIABILITY
D. This Agreement covers only repairs and/or replacements due to mechanical failure attributable to ordinary wear and tear. Accordingly, the Agreement does not cover failures which may result from other causes, such as without limitation abuse; misuse and/or neglect; lack of maintenance; rust and/or corrosion; noise without a related mechanical failure; chemical or sedimentary build up; lightning strikes; missing parts; animal, pet and/or pest damage; power failure; power surge; fire; casualty; acts of God; structural and/or property damage; flood; smoke; earthquake; freeze damage; accidents; war; acts of terrorism; nuclear explosion, reaction, radiation or radioactive contamination; insurrection; riots; vandalism; or intentional destruction of property. This Agreement does not cover mechanical failures resulting directly or indirectly from or caused by mold, mildew, mycotoxins, fungus, bacteria, virus, condensation, and/or wet or dry rot regardless of the source, origin, or location and any other cause or event contributing concurrently or in any sequence to the mechanical failure.
All claims have been properly serviced in accordance with the Service Agreement - all contracts have inclusions as well as exclusions. We are committed to providing a positive customer experience and doing the right thing for all our customers, contractors, employees, and our company.
We at *** have an unwavering commitment to uphold our founding ideals to provide industry-leading home warranty products and exceptional services to the customers we're privileged to serve. If you have any further questions, please contact us at ***
Sincerely,Laura D ***Toll Free: ***www.
I gave up trying to get help on any breakdown for 11 months. July they started calling to get me to give them more money for another year. In the last year they sent out Coastal Heating and Air who told me they never authorize anything, I have now replaced an air handler and a total air package. When they started calling me again my last unit started having trouble so I called them and what a joke. They want to talk about a call I made in March. What a joke. I have called the Revdex.com and they have also told me all of the complaints they received. For this website to still have an A- is a joke. This is the worse company that I have worked with . I wouldn't give them a star if they were the only business in the area. I do plan on contacting Laura Donovan.
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.
This customer placed a claim for a Air Conditioner not cooling on 8/25/2017, stating the last time the unit was working was a week ago. The diagnosis concluded that the cause of the failure was Rust/Corrosion on the Evaporator. 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.
A new claim was placed on 7/19/2018 stating the unit was not cooling. If a item is non covered on a prior claim, we request a proof of repair going forward. We were advised this was a different unit and we assigned a vendor to the claim. We are now waiting for the diagnosis in order to proceed with the claim.
All claims have been properly serviced in accordance with the Service Agreement - all contracts have inclusions as well as exclusions. We are committed to providing a positive customer experience and doing the right thing for all our customers, contractors, employees, and our company.
We at Total Home Protection have an unwavering commitment to uphold our founding ideals to provide industry-leading home warranty products and exceptional services to the customers we're privileged to serve. If you have any further questions, please contact us at 1-800-545-0402.
Total Home Protection is pre-programed to fraudulently deny valid claims and thereby improperly negate the coverage they promise. They jump to claim “preexisting condition” whether or not they know of a legitimate, valid basis. Then they don’t even inform their customers that they have denied the claim—- even for seniors waiting for their air conditioning breakdown to be repaired and regardless of the hot spell. They need to be put out of business. BEWARE!!!
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.
A claim was placed for the Air Conditioner on 7/9/2018 stating it was not cooling. 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. We assigned a vendor and received a diagnosis stating the Condenser fan motor and Capacitor had failed. 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 7/8/2018. Being a motor is a mechanical failure and does not fail within a short period of time and there was also an additional failure, our Authorization team determined the unit did not enter the policy in proper working condition.
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 ***.
Total Home Protection has not treated me fairly as a client!
I was sold on the policy over the phone and the sales guy said our moto is to protect you against what could happen in the future for you AC, Pmumbing , Appliances etc...
First claim I did was my dishwasher and they said oh we won’t cover it because we don’t change the hinges!!! Well dishwasher is not working properly and it doesn’t do the full cycle because of that.
Second claim my AC was not cooling - the company came out diagnosed and charged me 240$ because they said your warranty company said they won’t cover as we will be clearing your drain and they don’t cover that.
Why do I have a warranty company!
Please Revdex.com I want my money back - don’t let hem pay for the dishwasher or the AC.
I just don’t need their services and I want my money back since I am not benefiting from the service and it is a waste on time and money for me.
It just enables them to make me use their listed companies (the most expensive ones on the market) and paying them out of my pocket- so free Marketing for their companies and collecting money for selling people on misleading information and imaginary coverage!!!!
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
7/24/2018COMPLAINT ID: ***To Whom It May Concern:
Thank you contacting us with the above referenced complaint. We at Total Home Protection treat each complaint with the utmost respect and use this feedback to better serve our valued customers. Understandably there are two sides to every story and always look for a fair resolution between all parties.
The customer placed a claim for a Dishwasher not cleaning on 12/11/2017. The diagnosis concluded that the cause of the failure was the door hinges were broken and not allowing the door to stay closed. Per our policy this failure is clearly excluded from coverage. Please see the referenced section of the policy below;
V. COVERAGE
L. Dishwasher
COVERED: All mechanical components and parts, except:
NOT COVERED: Doors; door seals; hinges; handles; glass; knobs; racks, trays, and baskets; rollers; damage caused by broken glass; noise without a related mechanical failure; maintenance and cleaning; commercial units; portable units.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.
On 7/12/2018 a claim was placed for the Air Conditioner not cooling. The diagnosis that was provided advised us that the drain line was clogged. This issue could be resolved when maintenance is performed which is not covered under the policy as per below
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.
The customer took this policy on 8/31/2017 and although there would be no refund at this time, in an effort to provide good customer service we can refund the customer $300.00 as requested.
We at Total Home Protection have an unwavering commitment to uphold our founding ideals to provide industry-leading home warranty products and exceptional services to the customers we're privileged to serve. If you have any further questions, please contact us at .
Sincerely,Laura DTotal Home ProtectionToll Free: www.totalhomeprotection.com
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
I accept their offer to refund the 300$. They can mail me a check!
Regards
I was surprised at all the things my home warranty covered. When my ductwork fell into disrepair, I was very concerned about the cost. Moreover, I wasn’t sure my home warranty would cover such a repair. Thankfully, Rob at customer support was more than willing to go over my coverage with me. He, also, helped me put in a claim right away. Within the next couple of days, the ductwork was fixed, and I was a happy camper. I would recommend a getting a home warranty if you don’t have one already. Very happy with Total Home Protection!
My husband and I signed up for a home warranty through Total Home Protection, which was supposed to be a 24/7 company,5/9/18. In July, our air conditioner motor went out. We called the company with this claim, and the company they assigned to our claim never responded. We were having 90+ degree weather every day, and they agreed we could call our own HVAC company to assist, after 4 days. They then denied our claim because an air conditioner motor could not go out in the time we were covered. Really? It was running 24/7 because of the temps we were having. We purchased a 3 year warranty for $1000, and paid over$700 for the repairs on our airconditioner. They finally agreed to give us $300. toward our repair, or we could cancel and receive a refund of a little over $800. We were either out $1400+, and keep the warranty, or $900+ and cancel the policy. We are very disappointed to say the least.
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
7/23/2018COMPLAINT 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 on 7/3/2018 for the Air Conditioner not coming on. During the initial claim call-in questionnaire, we asked the consumer when was the last time the unit was working properly, and the consumer stated 7/2/2018. . 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 6/9/2018. We sent a vendor out and the unit was diagnosed with multiple component failures. The Authorizations team determined the failure of the motor could not have happened within the short time of the policy and determined it was pre-existing condition and not covered under the policy.
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 the customer a good will of $300.00 which she accepted.
We are committed to providing a positive customer experience and doing the right thing for all our customers, contractors, employees, and our company; however, this claim does fall outside the scope of coverage.
We at Total Home Protection have an unwavering commitment to uphold our founding ideals to provide industry-leading home warranty products and exceptional services to the customers we're privileged to serve. If you have any questions, please contact me at .
Sincerely,
Laura DTotal Home ProtectionToll Free: www.totalhomeprotection.com
Total Home Protection has offered a good will settlement of $300 for us to release them from further liability for the warranty issue we had with our air conditioner motor in July, 2018. We have decided to stay with them, and do release them from this claim with the settlement of $300.
Thank you for your assistance.
TOTAL HOME PROTECTION CONTRACT
I PAID FULL AMOUNT OF MY CONTRACT
After my claim # ***, Bernard came on 6/19 and changed my new batteries in thermostat but cooling not taking place. He was keen collecting $ 45 and going out,telling that he can be called back any time but never even replied the phone calls.
On re complaining Total Home Protection company, I am told it was a preexisting condition, which is not true according to me.
I am not at all satisfied, request you to get refund of my full payment and the co-pay of $ 45 paid to your technician Bernard
Total payment made 975+45=1020 with no service in hand
I am having breathing problem because of air
Thanks in anticipation
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
7/24/2018COMPLAINT ID: ***To Whom It May Concern:
Thank you contacting us with the above referenced complaint. We at Total Home Protection treat each complaint with the utmost respect and use this feedback to better serve our valued customers. Understandably there are two sides to every story and always look for a fair resolution between all parties.
The customer placed a claim for the Air Conditioner not cooling on 6/14/2018. 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 “last season”. This would make that date some time in 2017. 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 6/3/2018. Being that the unit last time working properly was last season, this is absolute definition of a “pre-existing condition” and NOT in proper working order on the effective coverage start date of 6/3/2018.
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 the customer $350.00 good will which he 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
Total Home Protection properly addressed this complaint and cited the appropriate section of the policy, which was grounds for denial of coverage. We sincerely apologize for your negative experience and would like to assist with a resolution. In an effort to provide good customer service and resolve the dispute, the policy is cancelled and will be refunded $700.00 as per the customers request. 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