Total Home Protection

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 submitted a claim on 6/9/2018 for the Air Conditioner not cooling. The claim was assigned to a vendor on 6/11/2018. The customer was upset that the vendor was not assigned within the 2 days time frame of her placing the claim. She was advised that on weekends/holidays a vendor will be assigned within 4 days as per the policy

III. REQUESTING SERVICE – CALL

B. Upon request for service under normal circumstances, we will contact an authorized Service Contractor within two (2) days during normal business hours and four (4) days on weekends and holidays after you request service. The authorized Service Contractor will contact you to schedule a mutually convenient appointment during normal business hours. We will determine what repairs constitute an emergency and will make reasonable efforts to expedite emergency service. We will accept your request to expedite scheduling of non-emergency service only when a Service Contractor is available. If the Service Contractor agrees to expedite scheduling of a non-emergency service request, you may be required to pay an additional fee.

We reached out to the customer on 6/12/2018 to confirm she was able to secure an appointment and she advised us that she had gotten her own vendor out to her home to do the repair. She was advised at that time she could send the receipt in for review for reimbursement. The customer requested to speak to someone higher and was transferred to retention. The customer requested to cancel at which time we were advised there was a charge back done on the customers credit card. The charge back was done prior to her canceling the policy where we would have been able to issue a refund. Once a charge back is done the funds are now pending. We have not received those funds.

We are unable to move forward until the decision is made as to whether Total Home Protection wins the charge back or not as the payment is in a pending status.

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

Total Home Protection properly addressed this complaint. We sincerely apologize for your negative experience.

The policy was taken out on 1/15/2018 and the charge backs were received on 6/13/2018. which is 5 months of service totaling $218.35. $200.00 for costs incurred by us and a $50.00 administrative fee totaling 468.35 which would make the refund $1,153.41. As a gesture of good customer we waive the $50.00 administrative fee to refund $1,203.41. For additional assistance, please reach out to us ***.Sincerely,Laura DTotal Home ProtectionToll Free: Hours: Monday - Friday, 9:00am - 6:00pm EST

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

7/16/2018COMPLAINT 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.

Mr. placed a claim for a Air Conditioner not cooling on 7/1/2017. 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.

Mr. was dissatisfied with the terms of service and requested to cancel coverage. As a monthly paying customer there is no refund due at this time. In an effort to provide good customer service Total Home Protection will refund $317.97 via check 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 questions, please contact me at .

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

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 Refrigerator not cooling on 6/2/12018. The diagnosis concluded that the cause of the failure was 2 boards failed. There were multiple compontent failures and 1 part was no longer available. As per the policy
VII. GENERAL LIMITATIONS OF LIABILITY
U. We have the sole right to determine whether a covered system or appliance will be repaired or replaced. We are responsible for installing replacement equipment of similar features, capacity, and efficiency, but not for matching dimensions, brand or color. We are not responsible for upgrades, components, parts, or equipment required due to the incompatibility of the existing equipment with the replacement system or appliance or component or part thereof or with new type of chemical or material utilized to run the replacement equipment including, but not limited to, differences in technology, refrigerant requirements, or efficiency as mandated by federal, state, or local governments. If parts are no longer available, we will offer a cash payment in the amount of the average cost between parts and labor of the covered repair. We reserve the right to locate parts at any time. We are not liable for replacement of entire systems or appliances due to obsolete, discontinued or unavailability of one or more integral parts. However, we will provide reimbursement for the costs of those parts determined by reasonable allowance for the fair value of like parts. We reserve the right to rebuild a part or component, or replace with a rebuilt part or component.

When parts are no longer available we offer a cash payment in the amount of the average cost between parts and labor. We offered the customer $300.00 which she accepted.

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

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

7/17/2018COMPLAINT 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.

*** placed a claim on Policy #*** for a Air Conditioner not working on 6/4/2018. The diagnosis concluded that the cause of the failure was the blower was bad. The unit is under manufacturer's warranty until 3/4/2020. Per our policy this failure is clearly excluded from coverage. Please see the referenced section of the policy below;

VII. GENERAL LIMITATIONS OF LIABILITY

Q. This Agreement does not cover repairs or replacements of any item covered by other insurance, warranties or guarantees, including but not limited to, manufacturer’s, contractor’s, builder’s, distributor’s, or home warranty. Our Coverage is secondary to such insurance, warranties, or guarantees.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 order to provide good customer service we waived 1 month payment of service for all 3 of his properties total $105.99, which the customer accepted

A claim was placed for Policy*** for a Plumbing stoppage on 7/6/2018 stating the sink would not drain. We received the diagnosis from the vendor stating the customer has a problem a year ago with the drainage system. The galvanized pipes were replaced with pvc pipes on the left side of the home. Unfortunately the repair was not done correctly and the pvc pipes were replaced without any vent pipes which the customer discovered about 2 months later when he stated having drain problems. He then had the vents installed. We were advised that the problem had stoped until the claim was submitted when the drains started backing up on the left side of the home again. The vendor recommended putting a camera down the line. As per our policy this failure is not covered, please see policy

V. COVERAGE

F. Plumbing System and Stoppage

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

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

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

VII. GENERAL LIMITATIONS OF LIABILITY

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

In an effort to provide good customer service to this customer we can offer a free service charge fee to this account.

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

Sincerely,Laura D ***Toll Free:

properly addressed this complaint and cited 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, if a second opinion vendor came out and was able to resolve the issue, please forward the receipt to [email protected] for review for reimbursement. For further assistance, please reach out to us ***Sincerely,Laura D ***Toll Free: ***Hours: Monday - Friday, 9:00am - 6:00pm EST

Revdex.com

***

***

7/11/2018COMPLAINT 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 customers policy term was from 12/05/2016 through 1/4/2017 and was due for renewal. A Sales Representative called the customer in December 2017. He was offered a multi year policy of 5 years plus 1 year free from 1/4/2017 through 3/5/2024 at a discounted rate which he accepted. We tried to charge the card on file and the charge did not go through so the customer provided us with another credit card to charge on 12/22/2017. We were not advised during this time he did not want the multi year policy.

On 3/2/2018 the customer placed a claim in for his Refrigerator Ice Maker stating it was not producing ice. We assigned a vendor who went out and diagnosed that it was not the ice maker that had an issue but the dispenser board failed. As per our policy the dispenser is not covered

K. Refrigerator Ice Maker

COVERED: Mechanical components and parts related to the kitchen refrigerator ice maker only, except:

NOT COVERED: Free standing ice makers; Freon; disposal and recapture of Freon; dispensers; ice crushers; water lines and valve to ice maker; line restrictions. We will pay no more than $200 per contract term for access, diagnosis, repair and/or replacement.

On 3/22/2018 when the customer was advised it was a non covered failure, he requested to cancel. In an effort to provide good customer service we offered goodwill of $200.00 to repair, although not covered, for this failure. The customer accepted and we advised the vendor. There was no request to cancel his multi year account until 4/26/2018 when we were advised the vendor had not been out to do the repair. We advised the customer we would reach out to the vendor and advise the repair needed to be completed. We were advised by the vendor had tried to reach the customer but had failed and stated he would reach out again. It was not until the customer called in on 7/9/2018 to cancel the policy that we were advised the repair was not done at which time we increased the goodwill offer to $350.00 which the customer declined.

In addition, the customer called on 5/25/2018 to advise the lights in his oven were not working, he was advised that the policy covers mechanical failures and the lights were not covered as per the policy

J. Oven/Range/Stove/Cooktop

COVERED: All mechanical components and parts, except:

NOT COVERED: Doors; door seals; hinges; handles; glass; knobs; lighting; clocks (unless they affect the cooking function of the unit); meat probe assemblies, rotisseries; racks and trays; downdrafts; range exhaust hoods; independent telescoping range exhaust; exhaust fan not solely for venting range/cooktop fumes; filters and screens; venting; sensi-heat burners will only be replaced with standard burners; drip pans; self-cleaning mechanisms including door latches; commercial units.

The customer called in again on 6/1/2018 to submit an Oven claim stating the lights are not working, he was advised again that oven lights are not covered. During each of these two calls, the customer did not request to cancel his multi year policy.

On 7/6/2018 at 6:55pm, the customer did request to cancel and was advised the Cancellation department was closed for the day. A Retention Manager contacted him on Monday 7/9/2018 to go over the cancellation and the customer was advised of the prorated refund he would receive.

XII. CANCELLATION

A. This Agreement may be cancelled by *** 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 ***’s issuance of this Agreement; or (iv) a change in laws or regulations that has a material effect on the business of *** or ***’s ability to fulfill its obligations under this Agreement.

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

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

A policy is mailed to the customer when an account is opened which was done on 12/5/2016. A hard copy of the policy was sent again on 2/21/2017 which we also emailed him a PDF e-policy. He again requested a hard copy on 12/8/2017 which was sent to him along with emailing him a PDF e-policy.The policy is also located at *** under terms and conditions.

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

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

Sincerely,Laura D ***Toll Free:

properly addressed this 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.

We sincerely apologize for your negative experience, but this failure is not included in coverage. As a gesture of good customer we offer the customer the prorated refund as discussed which he accepted. If you need additional assistance, please reach out to us ***Sincerely,Laura D ***Toll Free: ***Hours: Monday - Friday, 9:00am - 6:00pm EST

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

7/10/2018COMPLAINT 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 submitted a claim on 5/22/2018 advising us that the stove would not turn on. We assigned a vendor who did not respond, so we assigned another vendor. The diagnosis that we received was the right and left front burners were shorted out and needed to be replaced. We were advised that the parts were no longer available and offered the customer $205.00 for the NLA parts. Unfortunately when parts are no longer available, we offer a cash payment in the amount of the average cost between parts and labor of the covered repaired as it states in the policy below

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

On 6/13/2018 the customer called in and was unhappy with the amount offered.In an effort to provide good customer service we offered to waive 1 month fees for all 5 of her accounts totaling $176.65. On 6/19/2018 the customer wanted to cancel all of her policies with us as she was not happy with the service which we complied to. Any funds are voided once a policy goes into cancelled status.

We at Total Home Protection have an unwavering commitment to uphold our founding ideals to provide industry-leading home warranty products and exceptional services to the customers we're privileged to serve. If the consumer would like to cancel coverage, please call *** to process this request.

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

Hello ***

Being I was unable to respond this complaint since August, I have reached out to the customer to inform that a check #190655 in the amount of $205.00 will be mailed today. The customer advised she will reach out to the Revdex.com to advise this is resolved.

Best Regards,
Laura D
Consumer Advocate Specialist
Total Home Protection

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

7/11/2018COMPLAINT ID: ***To Whom It May Concern:

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

The customer placed a claim for a Air Conditioner not coming on 5/31/2018. As we are not an emergency service and we did not have a vendor in the area with availability the customer was advised she could go through reimbursement. The diagnosis concluded that the cause of the failure was the contactor and the disconnect box had failed. The customer was advised that the claim was partially covered as we would reimburse for the contactor but the disconnect box is a non covered failure. Please see the referenced section of the policy below;

I. BASIS FOR COVERAGE

A. Air Conditioning System

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

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

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

The customer requested to cancel and in an effort to provide good customer service we increased her reimbursement which the customer accepted.

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

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

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

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

7/5/2018COMPLAINT ID: ***To Whom It May Concern:

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

*** placed a claim for the well pump on 6/26/2018. We advised the customer as per the policy that pump retrieval is not covered under the policy. Once the pump was retrieved the customers vendor advised that the well pump motor failed. The policy started 6/3/2018 and it was determined that this failure could not have happened within the short life of the policy. As per 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.

The customer wanted to cancel. In an effort to provide good customer service we offered a full refund which the customer accepted.

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

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

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

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

7/5/2018COMPLAINT ID: ***To Whom It May Concern:

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

*** placed a claim for the Air Conditioner on 6/10/2018. 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 9/17/2017. 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 6/10/2018. Being that the unit was not working properly on 9/17/2017, this is absolute definition of a “pre-existing condition” and NOT in proper working order on the effective coverage start date of 6/10/2018.

In an effort to provide good customer service we offered 1 month of service for free, 1 free service charge fee and to lower his service charge fee from $60.00 to $45.00 which the customer rejected and cancelled his policy.

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 1-800-545-0402.

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. The policy states that the unit must enter the policy on the effective date in proper working condition. The policy effective date is 6/10/2018, the same day the claim was placed.

I. BASIS FOR COVERAGE

B. Are in place and in proper working order on the effective date of this Agreement;

We sincerely apologize for your negative experience, in an effort to provide good customer service we will refund $60.00 for the service charge 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

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

7/5/2018COMPLAINT ID: ***To Whom It May Concern:

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

*** placed a Plumbing claim on 6/9/2018 stating the master bath was backing up. 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 6/7/2018. 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 AgreementCoverage went into effect on 6/28/2018. Being that the unit was not working properly on 6/7/2018, this is absolute definition of a “pre-existing condition” and NOT in proper working order on the effective coverage start date of 6/28/2018. Please see 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.

II. TERM

Coverage starts 30 days after acceptance of application by us and receipt of applicable Agreement fees and continues for 365 days from that date. We reserve the right to waive the 30-day grace period so long as you provide proof or prior coverage, showing no lapse of coverage, from another home service provider. Waiving of the 30-day waiting period is at the sole discretion of us.

The customer then placed an Air Conditioner claim on 6/28/2018 for the unit not cooling stating the last time it was working was 5/28/2018. Again the customer was advised this was a pre existing condition as the last time working was 5/28/2018. As a good will gesture we advised we would send a vendor to determine the failure.

This policy covers mechanical failures of the Appliances, AC and Heating system. We also offer Optional Coverages which include pool/spa, septic, etc . We cover standard electrical and plumbing failures. At no time would this customer be advised of items in or around her home that would be covered when the policy clearly states what it is covered. We are unable to provide a service that is not listed as we do not have vendors for those types of repairs. Our policy is available 24 hours 7 days a week on our website and may be reviewed at any time at https://www.totalhomeprotection.com/terms

In an effort to provide good customer service we assigned a vendor to the Air Conditioner claim. We were advised by the customer that the vendor was not responding but when we reached out to the vendor they advised they had been trying to reach the customer with no response. The customer stated that she was suppose to have Pool coverage which did not reflect on the policy. We added that to her account as a courtesy with no additional charge.

We have reviewed the recorded conversation and at no time was the customer advised "everything" is covered, including her yard, TV, gates or whatever else.

In order to resolve, we are offering the customer a full refund.

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

7/5/2018

To Whom It May Concern:

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

Please be advised that we have no record in our system for this customer being a lead in our Sales System to be receiving calls. We have checked by name, address and phone number and nothing is coming up. This complaint may have been intended for Total Protect, which we are not affiliated with and not Total Home Protection. We have taken the customers phone number and email address and submitted into our system to ensure no contact is made.We at Total Home Protection have an unwavering commitment to uphold our founding ideals to provide industry-leading home warranty products and exceptional services to the customers we're privileged to serve. If you have any further questions, please contact us at .

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

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

7/5/2018

COMPLAINT ID: 12943956To 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.

On 5/29/ 2018 the customer called in asking if we covered maintenance, which we advised we do not. *** then placed a claim for a Air Condition not cooling on 6/30/2018. The diagnosis concluded that the cause of the failure was Rust/Corrosion on the Evaporator Coils causing a leak. 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.

In an effort to provide good customer service we offered 2 months of service for free which the customer rejected and cancelled the 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 *** have an unwavering commitment to uphold our founding ideals to provide industry-leading home warranty products and exceptional services to the customers we're privileged to serve. If you have any further questions, please contact us at ***

Sincerely,Laura D ***Toll Free:

properly addressed this complaint and cited 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, as requested we will reimburse this customer $190.96. For further assistance, please reach out to us ***Sincerely,Laura D ***Toll Free: ***Hours: Monday - Friday, 9:00am - 6:00pm EST

Thank you contacting us with the above referenced review. We at Total Home Protection treat each review with the utmost respect and use this feedback to better serve our valued customers. Understandably there are two sides to every story and always look for a fair resolution between all parties.
The customer submitted claims on 6/29/2018 for a Washer and a Dryer stating the dryer was not heating and the washer would not come on. We assigned a vendor on the same day. The customer contacted us to advise that the vendor was only able to come within a 2 hour window which did not work for her. All appointments have a time window as an exact time can not be given. Although there are other vendors in our system, she stated she wanted to cancel the policy. We advised she could go through reimbursement where she can get her own vendor who could accomodate a better time for her but she refused and wanted to cancel the policy which was processed as outlined in the Terms & Conditions of the policy. An applicable refund of $236.91 was refunded on 7/16/2018.
XII. CANCELLATION
C. Mutual agreement of us and you. If this Agreement is canceled after thirty (30) days, you shall be entitled to a pro rata refund at the standard contract fee rate for the unexpired term, less a $50 administrative fee and any service costs incurred by us. If we have provided services and the amount of the service costs incurred by us is greater than the contract fees paid, then no refund will be due to you. All cancellation requests must be submitted in writing.
We at Total Home Protection have an unwavering commitment to uphold our founding ideals to provide industry-leading home warranty products and exceptional services to the customers we're privileged to serve. If the consumer would like to cancel coverage, please call *** to process this request.

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

7/2/2018

COMPLAINT 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.

A Plumbing claim was submitted on 12/5/17 stating the toilet was leaking water. The technicians diagnosis stated the flange in the master bathroom was broken. As per the policy this failure is not covered as per 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.

On 12/11/17 an Elecrical claim was place, stating the circut breakers were tripping. The diagnosis was that the busbar failed. As per the policy

I. Electrical System

COVERED: All components and parts, except:

NOT COVERED: Attic exhaust fans; direct current (DC) wiring and systems; exterior wiring and components (except main panels mounted to exterior wall); any wiring or components servicing a detached structure; fire, carbon monoxide alarm and/or detection systems; batteries; intercom or speaker systems; doorbells; multi-media systems; lighting fixtures; load control devices; low voltage systems including wiring and relays; service entrance cables; telephone systems; telephone wiring; cable wiring; alarm and/or security systems and wiring; timers; touch pad assemblies; transmitters and remotes; utility meter base pans; solar power systems and panels; all solar components and parts; energy management systems; commercial grade equipment; auxiliary or sub-panels; bus bars; broken and/or severed wires; rerunning of new wiring for broken wires; wire tracing; central vacuum systems. Failures and conditions caused by inadequate wiring capacity, inadequate size breakers, circuit overload, power failure/shortage or surge, and corrosion are not covered. We will pay no more than $500 per contract term for access, diagnosis, repair and/or replacement.

On 5/24/2018 a claim was placed for the Air Conditioner constantly running. 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 June 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 July 1, 2017. Being that the unit was not working properly in June 2017, this is absolute definition of a “pre-existing condition” and NOT in proper working order on the effective coverage start date of July 1, 2017. In an effort to provide good customer service we offered a free service charge fee which the customer rejected.

The customer had submitted multiple claim which were covered, unfortunately these were not. The customer requested to cancel on 6/18/18.

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:

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

6/29/2018COMPLAINT 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.

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 placed a claim for their Pool/Spa on 4/30/2018. The diagnosis stated the pool pump burnt out. We authorized the claim for $430.00 which left a balance of $70.00 until the policy reached the CAP of $500.00 The customer then placed another claim for their Pool/Spa on 5/23/ 2018 which left $70.00 towards the repairs which would CAP the policy for the term. The customer was approved for $70.00. As per the policy

A. Pool/Spa Equipment

Note: Shared equipment is covered. If equipment is not shared, then only one or the other is covered unless an additional fee is paid.

COVERED: Above ground components and parts of the pumping, and filtration system including pool sweep motor and pump; pump motor; blower motor and timer; filter; filter timer; gaskets; timer; valves, limited to back flush, actuator, check, and 2 and 3-way valves; relays and switches; above ground plumbing pipes and wiring, except:

NOT COVERED: Portable or above ground spas; access to pool and spa equipment; lights; liners and tile; jets; ornamental fountains, waterfalls and their pumping systems; auxiliary pumps; pool cover and related equipment; fill line and fill valves; built-in or detachable cleaning equipment including, without limitation, pool sweeps, pop-up heads, turbo valves, skimmers, chlorinators, and ionizers; fuel storage tanks; disposable filtration mediums; heat pump; heaters; control panels; control boards; multi-media centers; dehumidifiers; salt water generators and components; salt water systems; cracked or corroded filter casings; grids; cartridges; maintenance; structural defects; solar equipment and components. We will pay no more than $500 per contract term for access, diagnosis, repair and/or replacement.

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 review and cited applicable sections of the policy, which are grounds for partial coverage of this claim. All home service contracts have inclusions as well as exclusions. In this case the Pool/Spa failure was as a result of partial coverage as the customer reached his CAP for this portion of his policy. The customer has requested to cancel his policy which we honored on 6/14/2018.

We sincerely apologize for your negative experience. For additional assistance, please reach out to us 1-800-545-0402.Sincerely,Laura DonovanTotal Home ProtectionToll Free: (800) 545-0402Hours: Monday - Friday, 9:00am - 6:00pm EST