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Address: 300 McGaw Drive, Ste 2, Edison, New Jersey, United States, 08837
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Our air conditioner went out on Thursday, June 21, 2018. I called *** that evening and filed a claim. He told me if it was an emergency, I could contact our own contractor and get reimbursed, but the reimbursement was not guaranteed. I called the next morning and I was informed by the represtentative that the claim was filed wrong by the person who helped me the night before and I had to re-file. I was told it would be 24-48 hours before I receive an email with our contracted technicians contact info. We received the email a few minutes after the phone call. I then proceeded to call the technician, who made it clear they do not even service *** I called *** back and let them know of the issue, and they had to re-file again. This was Friday mid-morning so they let me know the 24-48 hour wait time to receive a new technician would only apply to weekdays during normal business hours. I called Tuesday mid-morning to check the status since it had been 48 hours since the claim was filed. The representative told me they were sorry, but they still had not found a technician to come out and fix the air conditioner. I asked to speak to a supervisor, Mya, who just reiterated the fact that we could have our own contractor come out and then be reimbursed for the payment. We did not trust that we would ever see the money if we had to front it. I called back today and spoke with Edna who told me the claim had been changed to state we would be bringing in our own contractor and getting reimbursed. That is not the case at all! Edna said she would have to re-file. I told her we were not waiting 24-48 hours again. She proceeded to tell me that she would work on it and to call back in an hour. I called back and spoke with Dan who tried transferring me to Edna, but the office was closed for the night. He tried helping, but the most he could do was offer me the reimbursement option and send some emails to management. We are at 1 week and still have no air in ***.
Revdex.com***
6/28/2018
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.
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 an Air Conditioner not cooling on 6/22/2018. Unable to get an available technician with availability we offered her to go through reimbursement, where the customer would contact their own technician to service the unit and we would send a reimbursement check upon receipt of the invoice.
The customer refused reimbursement and the soonest available vendor was not available for two weeks. In an effort to provide good customer service being the customer rejected reimbursement we advised to have her technician contact us with the diagnosis and we would pay her vendor by credit card which the customer accepted.
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 questions, please contact me at ***
Sincerely,
Laura D ***Toll Free:
We found out the hard way that there was a leak in the bathroom, specifically behind the tiled wall of the shower. The wall of the bedroom on the other side of the shower was getting some serious water damage. My first instinct was to call my plumber. He explained to me what was needed to be done and he would handle the bathroom repair but said I would need to get someone else to repair the bedroom wall. Plus, the estimate he gave me was very pricey. And I haven’t even called a drywall guy yet! That’s when my wife told me to contact our home warranty company. I spoke with Sabrina who explained to me that the warranty we had purchased from them did not just cover appliances but our plumbing as well. She had someone come out the next day to not only fix the leak and I paid such a minimal price for the service, I was able to comfortably afford to fix my bedroom wall. I could not thank Sabrina enough for helping handle that situation for me and scheduling such an awesome contractor.
Before I purchased a house, I never knew that there would be so much to do. No one really talks about that. My agent actually did. She recommended that I look into getting a home warranty from Total Home.
When I called in to find out more information, I was a bit nervous. I think that the rep, Katie, could tell. She was so kind to me and walked through each plan, and then section of the contract and stopped to explain the things I didn't know further. When it came down to which plan, I didn't know what to choose. I did not know that how much protection was needed, but Katie made me feel safe and helped me to choose the plan that was right for me. I am so happy with the customer service I received from Total Home.
Thanks to agent Harry Dunn, my complaint was addressed even though the total claim was not covered Mr. Dunn worked with us and did compensate us for some of our expenses. We are very grateful. Thanks Harry.
This is a warranty issue, customer serv issue & refund issue.
I called twice today...after being on hold the first time over 30 minutes & then being hung up on by the retention team. I called customer serv back & got the same guy as the first call, he was extremely rude and had terrible customer serv he then transferred me for the second time to the retention team. I was transferred to retention because I had requested possible cancellation of our home warranty. We purchase the home & closed on June 12th & with the purchase they provided a home warranty. About 3 or 4 days ago I noticed a steady stream leak from my master bathroom bath faucet.(it is not the faucet itself that's leaking is the inner workings) I was told however with this home warranty that nothing of that was covered & that I would have to contact *** & wait for them to send me a new faucet. I filed a claim yesterday morning, was never told this was not covered (claim #***) this morning I was told that I spoke with customer service yesterday & they don't actually know what's covered & what's not they just put in the claim but a different customer service rep told me this morning the faucet isn't covered. When I informed him that my brother-in-law does work for another Home Warranty company & that Home Warranty company does cover stuff such as this & that I wanted to cancel this home warranty & get a refund. I was then told by Harry in retention that stated he was a supervisor that he would not give me a refund because I was not entitled to a refund because I'm not the initial person that purchased this home warranty. I purchased the home and the warranty was transferred to myself & my husband so the warranty is now ours. Both Harry & the original customer service rep did absolutely nothing to try & help me resolve this issue or make me a happy customer. I had planned on keeping this home warranty once the year was up if it was on the up and up. But I see now that it is not. I'm very upset and disappointed.
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
6/26/2018COMPLAINT 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.
This customer placed a claim for a Plumbing issue on 6/24/2018. 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 6/20/18. 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 goes into effect on 6/26/2018. Being that the unit was not working properly on 6/20/2018, this is absolute definition of a “pre-existing condition” and NOT in proper working order on the effective coverage start date of 6/26/2018.
The claim was submitted with our After Hours service as per the policy
III. REQUESTING SERVICE – CALL
A. We must be notified as soon as the malfunction is discovered and prior to expiration of the Agreement. You can request service by calling . We will accept service requests 24 hours a day, 7 days a week. We will not provide service until all past due Trade
Service Call Fees and Plan Fees are made current.
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.
The customer was informed on 6/25/18 that faucets/fixtures are not covered 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.ustomer was notified on 6/25/2018 that faucets/fixtures are not covered as per the policy
This policy was transferred into the new homeowners name on 6/15/2018, she is now requesting a refund. Understandably this policy is now in her name but in order for us to provide a refund it would be done on the card provided which is the original homeowner's card being this is within the first 30 days of purchase.
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
Constant phone calls multiple times a day despite requesting to be removed from call registry
Revdex.com1411 K St. NW, 10th FloorWashington, DC 20005-3404 6/26/2018Complaint ID: ***Thank you contacting us with the above referenced complaint. We at Total Home Protection treat each complaint with the utmost respect and use this feedback to better serve our valued customers. Understandably there are two sides to every story and always look for a fair resolution between all parties.Please be advised that we have no record in our system for this customer being a lead in our Sales System to be receiving calls. We have checked by name, address and phone number and nothing is coming up. This complaint may have been intended for Total Protect which we are not affiliated with, and not Total Home Protection.In an effort to provide good customer service, we have reached out to our Marketing & Research department with the customers name, address, email and phone number provided in the complaint to keep an eye out for this information in our system and the make sure if it becomes available to have it removed.Sincerely,Laura DConsumer Advocate SpecialistTotal Home Protection
Below is the email I sent to Total Home Protection Warranty that explains my problem. They are still insisting on not repairing my plumbing issue
I purchased “Total Plan” which should provide “Comprehensive coverage” and peace of minds by protecting me from costly repairs if needed. But my claim was denied over the phone for CARTRIDGE FOR PRESSURE BALANCING UNIT. I reviewed the Total Home Protect (THP) epolicy and it does not state that the above item is not covered. (See attached policy) Also, this item is not considered part of the fixture according to manufacture.
Based on the above the CARTRIDGE FOR PRESSURE BALANCING UNIT should be covered by the warranty. If THP failed to agree to the repairs being carried out and continue to deny my claim, then you are therefore in breach of contract. Also, I need THP to send me in writing the reason why you’re denying my claim.
Then I will have no choice but to proceed with repairs based on a third-party opinion/quote and asked them to carry out the work immediately, and then forward you a copy of the bill and seek reimbursement from you in full for the cost of repairs along with any other associated losses I incur.
I look forward to hearing from you as soon as possible to resolve this problem.
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
6/25/2018COMPLAINT 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 Water Heater not producing hot water on 6/7/208. The diagnosis concluded that the cause of the failure was the cartridge in the master bath fixture and not with the water heater. We confirmed not only when the vendor called in for Authorization that this was part of the fixture, but called him back again which he confirmed. Per our policy this failure is clearly excluded from coverage. Please see the referenced section of the policy below;
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.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 the effort to provide good customer service, the custome is entitled to get a second opinion which he can submit for review.
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
I purchased a repair policy through this company in 2017. I never filed or requested service until my wash machine started with problems, namely staining my clothes.
I decided to contact the company and that's when I found out that I had made a huge mistake.
The first contractor assigned to diagnosis my problem actually was a home rehabber. My first clue that something wasn't going to go smoothly. After all, what does a home rehabber know about wash machines? By the way, Total Home Protection boasts about its certified and bonded contractors. Just listen to its onhold advertisements when you call.
Well, that contractor failed to return five phone calls, and eventually requested a text message. While I did so, the contractor responded that they couldn't return calls due to poor reception. Huh?
The second contractor was much more responsive. He diagnosed the problem as a leaking transmission but my claim was denied. Why? It's not considered a "mechanical failure." Huh, again? Plus, I also learned that Total Home Protection would supply the parts if repairs are necessary. God forbid any AC problem during our 100-degree weather!
Now, the fun really begins. Suspicion led me to cancel payment for my RENEWAL. I had no choice since I had lost all faith in this company. In the meantime, a representative called and offered to have another contractor come out and review the problem.
Rather than extend the brain damage, I preferred a refund and she agreed to refund the remaining month on my policy for $33.33. When I told her that still didn't fix my problem, she said that she would refund another $150 as "goodwill."
Once again, I was deceived. The offer was rescinded since I didn't RENEW my policy. The company knew that I wasn't renewing. They will say that I cancelled my policy. Why would I cancel a policy that still had a month left? They will even say that I voided the contract by "causing them harm."
How so?
This doesn't even cover so many other points of concern but there's no more room.
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
6/25/2018COMPLAINT 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 a Washing Machine on 5/14/2018 stating the drum was leaking. The diagnosis concluded that the unit was leaking stains on the clothes but there were no mechanical failures at this time. Per our policy there was no mechanical failure so no repairs were done. Please see the referenced section of the policy below;
E. Clothes Dryer
COVERED: All components and parts, except:
NOT COVERED: Venting; lint screens; knobs and dials; doors, door seals, and hinges; glass; leveling and balancing; noise without a related mechanical failure; damage to clothing; conditions of air flow restriction due to a lack of maintenance and/or clogged lint screens.
The customer took this coverage on 4/14/17 and the policy went through to 6/14/18. On 4/17/18 the customer renewed this policy which went from 4/17/18 through 8/15/19. He placed a claim on 5/14/18 and it was determined there were no mechanical failures. Due to the outcome of this claim on 5/22/2018 he requested to cancel the renewal. An applicable refund was being issued within 15-30 days. We received notice that the customer did a charge back instead of waiting for the refund on 5/22/18 and his remaining initial policy was cancelled as per the policy
Section VII -Y In the event you breach this or any other obligation under this Agreement, THP may refuse to provide service to you and may cancel this Agreement.
The customer requested in writing why the claim was not covered. In an effort to provide good customer service we offered goodwill of $150.00 towards the claim. The customer stated that he did not cancel the policy and still had some time left, so goodwill in the amount of $33.33 was offered. Once it was confirmed the customer requested to cancel on 5/22/18 and we received notification that he did a charge back instead of waiting for the refund to be processed the good will was rescinded for both offers equaling $188.33.
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,Total 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 recinding the goodwill. We sincerely apologize for your negative experience. Total Home Protection won the dispute for the renewal, but will be issuing a refund in full of $400.00 on 7/16/2018. For further assistance, please reach out to us .Sincerely,Total Home ProtectionToll Free: Hours: Monday - Friday, 9:00am - 6:00pm EST
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because:
Total Home Protection did refund the renewal but let's be clear. First and foremost, they did not win the dispute. That's a mischaracterization since it was ongoing. I was in the process of asking the credit card number to review the decision based on 17 pages of discussion with this company, including THP's supposed offer to refund my renewal. I also noted that the company dropped my existing coverage since I "caused it harm." Baffling that they would even dispute this since they found it convenient to drop me at will but wanted to keep renewal funds. That turns logic on its head.
Secondly, if you read the company's contract concerning clothes washers, not dryers as stated in previous comments from the company, all components and parts are covered with some inclusions. A leaking seal from the transmission is not stated as excluded. So why wasn't in covered?
I've spent far too much time dealing with this unnecessarily. All THP had to do was provide good customer service, deliver on their promise to fix a covered appliance, honor their word. I did this though based on principles and to ensure other consumers are aware of the pitfalls in such home service protection policies. I now move on. Rest assured, though, that I will no longer even consider coverage from THP or other such companies.
Regards
I have had my Total Home warranty for three years. I purchased it when I moved in as a safety net for home repairs. This is the second time I have used it. Recently, my air conditioner was not cooling like it should. I called the customer service department for help. Linda, the rep who took my call, was super nice. She verified that I had the coverage and made arrangements for someone to come out the next day. The tech came and discovered that some of the duct work had deteriorated and was leaking cold air into the attic, the unit itself was fine. He said that it had to be replaced. I called Linda back to discuss the project. She assured me that it was covered and that I am only responsible for my deductible. She arranged for them to come back and the replace the duct work. I was able to pay my part over the phone and everything was working again. This was a very easy and smooth process. I will keep using Total Home Protection and if I need them again, I hope Linda can help me.
I had a Home Warranty with Total Protection and last year had an Air conditioning issue that took over 31 days to fix. I was very upset and asked for a Supervisor to speak each and every time no one called to let me know why it took over a month to fix my air conditioning. So I asked about my contract, and I was informed that it starts and end in May. So in the first week of April, I cancelled my policy. I was informed that I will have a May payment, but I would be reimbursed since I pay on the 18th of each month and the policy would end on May 31. I called in June about the re-imburse amount. I was told that I wouldn’t be receiving the re-imbursement for May. Then on Monday June 18th my bank account was charged again. I called to see why my account was charged again? She told me that I stopped the enrollment, but didn’t cancel my account. I told her that I called in April and in May talking about that didn’t want their services.
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
6/21/2018COMPLAINT ID: ***To Whom It May Concern:
Thank you contacting us with the below 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.
Please be advised that we have no record in our system for *** being one of our customers. This review may have been intended for Total Protect which we are not affiliated with.
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
I have a Home Warranty contract with *** I called *** to come to my home and repair my air conditioner. There were a fee of $45 dollars due in advance, I told them that I would pay the up-front fee, but they did not show. I have repeatedly called the company to come out, but they have not sent any one out to my home to repair my air conditioner. I informed the company that I will cancel the contract and I want them to return to me a total of $276.50 that I paid the company. I have paid the company $39,50 each months for seven months. This is what I am asking to resolve this issue, repair the air conditioner or repay the full 7 months premiums that I have paid. I am still willing to pay them the $45.00 up-front fee when they arrive at my home.
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
6/21/2018COMPLAINT 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.
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.
*** placed a claim on 6/7/2018 for a Air Conditioner not coming on. A vendor was assigned the same day. On 6/8/2018 the customer called us advising that she refused to pay the service charge fee that was due upon the vendors arrival until the repair was complete. We informed the customer that it needs to be paid upon the vendors arrival. We then spoke to the vendor who states he was in the area and contacted the customer. He confirmed that she refused to pay the service charge fee to him to diagnose the issue until the claim was resolved. He states the customer was rude and then hung up the call. We have been advised the vendor does not want to service this customer. At this time she can go through our Reimbursement process.
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 questions, please contact me at ***
Sincerely,Laura D ***Toll Free:
properly addressed this complaint. 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 refund the customer $276.50. 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.
Regards
when I talked to the salesman I asked him about preventative maintenance he stated that it was included in the contract so I accepted so when my air-conditioner unit needed work they couldn't find me a technician I had to find one on my own and where I live right now the heat index is over 100 degrees so I found one I paid him $200 and when I told T.H.P. they said that they don't cover maintenance work so I'm out of $200 so in saying the salesman lied to me just to get my business
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
6/18/2018COMPLAINT 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 a Air Condition not cooling on 6/1/2018. The diagnosis concluded that the cause of the failure was the unit needed maintenance. Per our policy this failure is clearly excluded from coverage as it is stated in multiple sections of the policy. Please see the referenced sections of the policy 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.
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.
S. This Agreement does not cover performance of routine maintenance. You are responsible for performing all routine maintenance and cleaning for all covered items and systems as specified and recommended by the manufacturer. For example, you are responsible for providing maintenance and cleaning pursuant to manufacturers’ specifications, such as periodic cleaning of heating and air conditioning systems, evaporator coils and condenser coils, as well as periodic filter replacement. We will not pay for repairs or failures that result from your failure to perform normal or routine maintenance.In an effort to resolve this complaint, we are currently in the process of working through mediation with this customer to get this matter resolved.
At no time are our Sales team allowed to confirm that maintenance is a covered failure as it is listed in the policy multiple times.
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
Been paying *** for some time now and have never filed a claim. My air conditioner coil is deteriorating and the water softener was not getting water so I called *** to file a claim. I advised the representative the air conditioner was working but getting ready to break. The representative scheduled a company to look at the air conditioner and the water softener. It was the same company. The technician arrived and spoke with *** who stated even though the tech was looking at both items I had to pay a call out fee of $45 for each item for a total of $90 which makes no sense. The tech was able to get the water softener working. The air conditioner was checked. The tech stated the capacitor was maxed and about to quit and further the coil needed replaced. The tech stated the air conditioner would need replaced. The unit was drawing 16 amps of power when it should only be drawing 8 amps. So the tech told all this to ***. The next day I got a voice mail saying since the unit was still operational they would not do anything. The individual who does the estimates contacted ***. *** advised him that they would pay nothing and not their problem. *** advised the estimator that we were dirty since the air conditioner they said was dirty. The tech briefed *** while I was standing next to him and he never said this. He said the unit was well maintained. *** advised the estimator that we need to shut off the air conditioner. The estimator advised *** that it is over 96 degrees and *** said not their problem. The estimator asked *** if people pay into their insurance and they do not pay out claims and *** said yes. We have a 79 year old woman living here and cannot have several days of no air.
Revdex.com***
6/18/2018COMPLAINT 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 for a Air Conditioner not functioning on 6/11/2018. The diagnosis concluded that the cause of the failure was the unit was very dirty and pulling high amps. The technician reported that the unit has maintenance issues, but is not experiencing mechanical failures at this time. Our Authorizations team determined the failure was from Lack of Maintenance. Per our policy this failure is clearly excluded from coverage. Please see the referenced section of the policy below;
I. BASIS FOR COVERAGE
A. Air Conditioning System
Note: Coverage available on Air Conditioning units up to a 5-ton capacity, and for residential use only.
COVERED: Mechanical parts and components of two (2) ducted electric central air conditioning systems. All components and parts for units below 13 SEER and/or R-22 equipment, and when we are unable to facilitate repair and/or replacement of failed covered equipment at the current SEER rating or with R-22 equipment, repair and/or replacement will be performed with 13 SEER/R410A equipment and/or 7.7 HSPF or higher compliant, except:
NOT COVERED: Filters; condenser casings; registers and grills; water towers; humidifiers; chillers; electronic air cleaners; window units; non-ducted wall units; mini-split wall units; gas air conditioning systems; water evaporative coolers; swamp coolers; condensate pumps; thermal expansion valves; all exterior condensing, cooling and pump pads; disconnect boxes; roof mounts, jacks, stands or supports; cost for crane rentals; electronic, computerized, and manual systems management and zone controllers; commercial grade equipment; refrigerant conversion; leak detections; water leaks; drain line stoppages or drain pans; maintenance; rusted and/or corroded coils; component short to ground; noise without a related mechanical failure; improperly sized units; air conditioning with mismatched condensing unit and evaporative coil per manufacturer specifications; improper use of metering devices (i.e. thermal expansion valves). We are not responsible for the costs associated with matching dimensions, brand or color made. We will not pay for any modifications or upgrades necessitated by the repair of existing equipment or the installation of new equipment. We will pay up to $10 per pound per occurrence for refrigerant. You are responsible for payment of any costs in excess of $10 per pound.
VII. GENERAL LIMITATIONS OF LIABILITY
S. This Agreement does not cover performance of routine maintenance. You are responsible for performing all routine maintenance and cleaning for all covered items and systems as specified and recommended by the manufacturer. For example, you are responsible for providing maintenance and cleaning pursuant to manufacturers’ specifications, such as periodic cleaning of heating and air conditioning systems, evaporator coils and condenser coils, as well as periodic filter replacement. We will not pay for repairs or failures that result from your failure to perform normal or routine maintenance.
The claim for the Water Softner was no water coming in or out of the unit placed on the same day. The diagnosis was that the salt had hardened in the unit and caused a stoppage. Our Authorizations team determined this was a Lack of Maintenance and is not covered under the warranty, as per above section S, although the technician broke up the salt and cleared out any potential causes of stoppages and ran maintenance in order to leave the unit running properly which the techinican will bill out for to us.
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:
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because:
I contacted the business representative who stated they did not brief *** that the unit had a lack of maintenance. The person to contact is Austin at ***. He briefed *** that maintenance had nothing to do with the units condition. It is an outside unit exposed to the weather. The Units condition is inevitable. This is *** refusing to pay for something they should be paying for.
Regards
properly addressed this complaint and cited the appropriate section of the policy, which was grounds for denial of coverage.
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.
We sincerely apologize for your negative experience and would like to assist with a resolution. In an effort to provide good customer service, we will authorize one free service call fee on the next claim. For further assistance, please reach out to us 1***Sincerely,Laura D ***Toll Free: ***Hours: Monday - Friday, 9:00am - 6:00pm EST
No local service contractor to service my hvac system. Was told to find someone myself and when a licensed hvac tech came out and diagnosed the problem it was immediately denied by a service rep. reading from a script of reasons to deny. A supervisor was contacted and also read the same script. My licensed hvac tech tried to explain they were incorrect in their reason to deny claim but received no satisfaction. Talking with others this is their typical m/o.
Revdex.com1880 John F. Kennedy Blvd., Suite 1330
Philadelphia, PA 19103
6/21/2018COMPLAINT ID: ***To Whom It May Concern:
Thank you contacting us with the above referenced complaint. We at Total Home Protection treat each complaint with the utmost respect and use this feedback to better serve our valued customers. Understandably there are two sides to every story and always look for a fair resolution between all parties.
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.
*** placed a claim for an Air Conditioner not cooling on 5/30/2018. Unable to get an available technician with availability we offered her to go through reimbursement, where the customer would contact their own technician to service the unit and we would send a reimbursement check upon receipt of the invoice of a covered claim. After receiving the diagnosis from the customers vendor that the valves for the compressor are weak, our Authorizations team determined the failure was caused by Lack of Maintenance to the unit. As per the policy this failure is not covered under the policy
VII. GENERAL LIMITATIONS OF LIABILITY
D. This Agreement covers only repairs and/or replacements due to mechanical failure attributable to ordinary wear and tear. Accordingly, the Agreement does not cover failures which may result from other causes, such as without limitation abuse; misuse and/or neglect; lack of maintenance; rust and/or corrosion; noise without a related mechanical failure; chemical or sedimentary build up; lightning strikes; missing parts; animal, pet and/or pest damage; power failure; power surge; fire; casualty; acts of God; structural and/or property damage; flood; smoke; earthquake; freeze damage; accidents; war; acts of terrorism; nuclear explosion, reaction, radiation or radioactive contamination; insurrection; riots; vandalism; or intentional destruction of property. This Agreement does not cover mechanical failures resulting directly or indirectly from or caused by mold, mildew, mycotoxins, fungus, bacteria, virus, condensation, and/or wet or dry rot regardless of the source, origin, or location and any other cause or event contributing concurrently or in any sequence to the mechanical failure.
We at Total Home Protection have an unwavering commitment to uphold our founding ideals to provide industry-leading home warranty products and exceptional services to the customers we're privileged to serve. If you have any questions, please contact me at .
Sincerely,Laura DTotal Home ProtectionToll Free: www.totalhomeprotection.com
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because:As stated in the original complaint a qualified technician determined it was not because of lack of maintenance and a company representive who told me they were not qualified in hvac said it was a maintenance issue.
Regards
Total Home Protection properly addressed this review and cited applicable sections of the policy, which are grounds for denial of coverage. All home service contracts have inclusions as well as exclusions. In this case the Air Conditioner was as a result of a non-covered condition.
We sincerely apologize for your negative experience, but this failure is not included in coverage. As a gesture of good customer we can offer one free service call fee as a courtesy. For additional assistance, please reach out to us .Sincerely,Laura DTotal Home ProtectionToll Free: Hours: Monday - Friday, 9:00am - 6:00pm EST
Mid August we noticed our wood floors bubbling. Checked everything until we opened the door to our furnace and noticed water leaking from it. I called my home insurance, they sent a leak detection company who informed us that it is from our furnace, no pipes are involved. I called Total Home Protection company, explained what the problem was, they send someone from "Premium Air Systems". the person informed my son that it was an outside pipe that was leaking. My son informed him that it is not the pipe. We had leak detection agency come and check and they had determined that it was the furnace. The person did not listen to my son and kept insisting that it was the pipe outside the house and left. I called that company, spoke with the owner, Fernando, explaining that our floors are bubbling even more and that the technician was wrong, that they should send someone else. He told me not to use the air conditioner. (weather was in the 100's) He told me it is not his problem and that I should deal with my insurance company.
I called Total Home Protection and asked for another company to be send to us to fix the problem. Spoke with supervisor Stacey. She did not have any other company that could come so she told me to find a company and they will reimburse me for it. I found another company They charged me $125.00 and told me and THP that it was the coils in the furnace and it's where the leak was.
I called THP and informed them of the problem. In the meantime my floors are ruined. We lost so much water from the leak. spoke with Jason, supervisor at Total Home Protection. Asked him to fix the problem and pay to replace my wood floors where it was damaged, maybe even mold remediation. After all of the back and forth conversation, Jason told me that repairing the coils is not covered. He told me they can't fix the problem and will not pay to replace my floors. He told me I had not maintained my furnace. I had replaced the furnace a year before and I still don't know how you maintain furnace coils.
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
6/18/2018COMPLAINT 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.
Ms. on 2/28/2018 placed a claim for the Heater not coming on. The diagnosis from the vendor concluded that the cause of the failure was that the coil which was replaced in the Summer 2017 by the customers Homeowners Insurance company was clogged and causing the leak. The furnace requires a filter box underneath the furnace which the previous technician who replaced the coil did not install. There is no place to put a filter in the unit, so without a filter, it caused the unit to overheat and clog the coil. This is a non covered failure as this is a previous improper install failure. The policy also does not cover property damage or mold. Please see the referenced section of the policy below;
VII. GENERAL LIMITATIONS OF LIABILITY
P. This Agreement does not cover any incidental, consequential, special, and/or punitive damages, and you agree to waive any and all claims for such damages, arising from, resulting from and/or related to the failure of any item or system, including, but not limited to, food spoilage, loss of income, additional living expenses, and/or any loss, damage, cost or expense directly or indirectly arising out of or resulting from, or in any manner related to mold, mildew, mycotoxins, fungus, bacteria, viruses, condensation, wet or dry rot and/or other property damage.
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.
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
I have spoken to the customer and we have offered a full refund which she has accepted
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Regards
I recently renewed my policy with total home protection. After the renewal I learned that my condo A/c unit was no longer working. I filed a claim. We were given a contractor who stated he would not work with total home protection. We were then assigned another contractor who stated he couldn’t come out for a week (beck he had other jobs that paid) meantime it’s 90 degrees and no a/c. Total home then stated I could go the reimbursement route. Get my own contractor have them call in and give the diagnosis and get approval on the spot. I confirmed this with three different associates. The contractor I got called after they closed for the day I called the following morning and they stated they would need to talk to the technician and his written diagnosis wasn’t enough. I called with the technician on the line who provided the diagnosis he then Stated we needed photos. No one told me this, he was already out there and I was already out $100. When asked what they need to see from the photos the rep advised he can’t talk to customers only technicians and transferred me. They stated photos were needed so I had to pay another $100 for the technician to take photos. Which they stated they would pay half of this bill. I emailed these then they never received them after 24hrs had passed. I finally got a personal email and confirmed receipt only to get a call a few hours later that the claim was denied due to rusted evaporative coil. How can you deny a claim that you don’t have a photo of? They stated would look into then call back. They called back stating now they are denying due to maintenance because the unit is full of dirt and debris. After a long conversation with the director he stated that the white fins on the condenser unit is due to maintenance and not oxidation and stated fins where crushed. I am an insurance adjuster and inspecting a/c units is part of my job. My unit was well taken care of. When told that I would submit maintenance records he stated we could submit them but it wouldn’t change his decision. When I threatened an attorney he sent me to resolution department where they offered me $150 in exchange for a release of liability. What a laugh my $4,900 replacement and you want me to sign a release for $150 no. You will speak to my attorney very soon. And they never paid for either diagnosis test of $200 total.
On 05/10/2018 when inquiring about cancelling service due to them not paying for covered repairs I was informed that once cancelled I would receive a refund of $43.67 per month left on my contract minus a $50 administration fee. Today when I called to cancel I was told I would receive NO refund because I used 8 months of the service already, minus the $50 administration fee PLUS I was responsible for paying back the $165 they covered on another repair during the year. Then I was bribed that they would give me a $100 refund if I removed the Revdex.com complaint and stated it was resolved. I refused that offer! Worst company ever! Take your money and do NOT pay for repairs and then bribe you to remove the complaints!
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
6/13/2017COMPLAINT ID: ***To Whom It May Concern:
Thank you contacting us with the above referenced complaint. We at Total Home Protection treat each complaint with the utmost respect and use this feedback to better serve our valued customers. Understandably there are two sides to every story and always look for a fair resolution between all parties.
The customer placed a claim for a Air Conditioner not cooling on 5/3/2018. We received a diagnosis from the vendor stating the dual capacitor shorted out and needs to be replaced which we Authorized for repair. Once repaired the vendor called in stating that the condensing fan motor failed. Due to the unit running on a weak capacitor caused the condensing fan motor to overwork and over heat causing it to fail. This is a secondary failure which is not covered under the policy.
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 policy was renewed in October 2017 and the customer requested to cancel her policy on 6/13/2018. There was no refund due as per the policy as she had service for 8 months pro rated, including claims paid for $165.00 and a $50.00 administrative fee
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.
In an effort to provide good customer service we offered the customer goodwill of $100.00. We requested to the customer if she would be able to resolve the review knowing it could not be removed. Although the claim was not covered, we were attempting to still help with the costs of the non covered secondary failure.
We at Total Home Protection have an unwavering commitment to uphold our founding ideals to provide industry-leading home warranty products and exceptional services to the customers we're privileged to serve. If there are any additional questions please call .
Sincerely,Laura DTotal Home ProtectionToll Free: www.totalhomeprotection.com
We purchased this home warranty in February 2018 with one free service call., we made 2 claims.
We where promised that the warranty will cover whatever happen on wear and tear or anything unexpected.
we placed 1st service which took over a week for anyone to show up and fix the leak that caused a lots of damage , I had to figure out the to minimize the damages.
I called back to check the status several times they said they do not have enough technicians in the area, and they promise a 2nd service fee at 0 charge.
The technician showed up a week later and we had to pay the service call. Ok, not a problem we call back warranty and they said the next call will be at no charge. Our A/C went out AC Service and the technician were told that it's a covered service, it was simple repair and adding feon . Warranty company refused to pay for the service and keep transferring to different people. Last person said that they decline the charges because A/C technician told warranty company that it was broken due to neglect. Technician was standing next to us and said, "No I didn't say that, I said it is older unit" That is when customer service asked to be take off speaker phone and told technician they refuse to pay. Technician doesn't need to deal with this so we paid the service fee(that was supposed be free)one more time and the labor.
I called back to dispute they said there's nothing they can do and that things can't be change. I asked them to cancel my policy and give me my money back they refused and said it if they do it will be prorated and out of a $399.00 fee they offered 160.05. (we had service for 4 months)
The management team said there is no one else I can talk to to get a full refund. Naomi P the manager said she was a highest rank in the company and she can't do nothing about anything or any complaints.
Just now they sent us cancellation agreement with the non-disclosure to sign. If you have nothing to hide and you business fair to customers why non disclosure. Just FYI we have not sign it yet.
I'm not able to attach any document so please reach out if you need any documentation.
I'm filling this complaint hopping to get my money back for the policy since we paid for policy, both service calls and the service we received from the technician, all out of pocket.
sincerely
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
6/18/2018COMPLAINT 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 a Air Conditioner not cooling on 6/11/2018. The vendor went out and diagnosed the unit was low on freon due to the service valve being loose. Our Authorizations team determined this failure is from a non covered issue. When a unit has proper routine maintenance, this failure would have been caught, prevented and addressed, as service valves are not left loose. Please see the referenced section of the policy below;
VII. GENERAL LIMITATIONS OF LIABILITY
D. This Agreement covers only repairs and/or replacements due to mechanical failure attributable to ordinary wear and tear. Accordingly, the Agreement does not cover failures which may result from other causes, such as without limitation abuse; misuse and/or neglect; lack of maintenance; rust and/or corrosion; noise without a related mechanical failure; chemical or sedimentary build up; lightning strikes; missing parts; animal, pet and/or pest damage; power failure; power surge; fire; casualty; acts of God; structural and/or property damage; flood; smoke; earthquake; freeze damage; accidents; war; acts of terrorism; nuclear explosion, reaction, radiation or radioactive contamination; insurrection; riots; vandalism; or intentional destruction of property. This Agreement does not cover mechanical failures resulting directly or indirectly from or caused by mold, mildew, mycotoxins, fungus, bacteria, virus, condensation, and/or wet or dry rot regardless of the source, origin, or location and any other cause or event contributing concurrently or in any sequence to the mechanical failure.
All claims have been properly serviced in accordance with the Service Agreement - all contracts have inclusions as well as exclusions. We are committed to providing a positive customer experience and doing the right thing for all our customers, contractors, employees, and our company.
In an effort to provide good customer service, the customer was entitled to a free service charge fee which he paid the vendor, we can refund him by check $45.00.
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
I have a premium contract with Total Home Protection, covering repairs and replacement of home items. Yesterday. June 12, 2018, my air conditioning stopped working. A contractor was dispatched and tried to fix the item. However, the compressor would not stay restarted. I filed a claim with Total Home Protection and it was denied. First they said that it was due to a lack of maintenance. Then I sent them a copy of my maintenance contract with a local HVAC company and they claimed that the system died due to "short to ground" which is among the un-covered items in the contract. I checked with the contractor who informed me that this was not the reason that the AC stopped working. I believe that Total Home Protection has simply decided not to cover my claim and is now in the process of delaying action in the hope that I will give up.
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
6/14/2018COMPLAINT 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 Condition not cooling on 6/12/2018. The diagnosis was the compressor was not starting but the fan was running. Our Authorizations team determined this failure was from a Lack of Maintenance. We received pictures to review the unit, and the pictures confirm the condenser unit is very dirty. This will cause the unit to over heat and take the compressor out. Please see the referenced section of the policy below;
VII. GENERAL LIMITATIONS OF LIABILITY
D. This Agreement covers only repairs and/or replacements due to mechanical failure attributable to ordinary wear and tear. Accordingly, the Agreement does not cover failures which may result from other causes, such as without limitation abuse; misuse and/or neglect; lack of maintenance; rust and/or corrosion; noise without a related mechanical failure; chemical or sedimentary build up; lightning strikes; missing parts; animal, pet and/or pest damage; power failure; power surge; fire; casualty; acts of God; structural and/or property damage; flood; smoke; earthquake; freeze damage; accidents; war; acts of terrorism; nuclear explosion, reaction, radiation or radioactive contamination; insurrection; riots; vandalism; or intentional destruction of property. This Agreement does not cover mechanical failures resulting directly or indirectly from or caused by mold, mildew, mycotoxins, fungus, bacteria, virus, condensation, and/or wet or dry rot regardless of the source, origin, or location and any other cause or event contributing concurrently or in any sequence to the mechanical failure.
Assistance was offered to the customer, as we advised the customer to send in maintenance records which does show maintenance was done on 5/24/2017 only but nothing showing maintenance was done in 2018 which confirms failure due to Lack of Maintenance.
In an effort to provide good customer service, we offered assistance on a replacement unit at our cost which would be cheaper than her cost but was advised she already ordered a new unit. We then offered a goodwill of $205.00 which was not 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 further questions, please contact us at .
Sincerely,Laura DTotal Home ProtectionToll Free: www.totalhomeprotection.com
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because: These photos do not show that I personally did not keep the unit maintained. Furthermore, I have contacted the company twice regarding how to pursue mediation and I have yet to receive a response.
Regards
Total Home Protection properly addressed this complaint and cited the appropriate section of the policy, which was grounds for denial of coverage. We sincerely apologize for your negative experience and would like to assist with a resolution. In an effort to resolve and close the dispute, we will authorize good will of $205.00. The customer states she is sending in paperwork, which we are still waiting on. For further assistance, please reach out to us .Sincerely,Laura DTotal Home ProtectionToll Free: Hours: Monday - Friday, 9:00am - 6:00pm EST
Total Home Protect's home warranties are the best! Their warranty covers a wide range of unexpected household catastrophes; they even replace built in household appliances, which was most impressive to me. Recently, I was experiencing some dripping into my house caused by a minor leak in my roof. I was nervous that the damage in my roof could cause further water damage on a rainy day, so I called Total Home right away. The rep I spoke to was extremely helpful. He walked me through the process of having repairs done, and did his best to find someone they could send out right away within a time frame that best fit my schedule. Thanks for all your help, Adam. Someone came out in 2 days to assess the damage and he was able to fix it same day. On another occasion, my built-in microwave became an extreme hazard, and it had to be replaced. They ordered me a replacement and dispatched someone to install it, and I only had to pay a small deductible. You never expect a pipe to burst or a microwave to malfunction the way mine did, but when it does, it’s wise to have an extended home warranty. I wouldn’t have been able to afford the home repairs without Total Home.