Total Home Protection Reviews (%countItem)
View Photos
Total Home Protection Rating
Address: 300 McGaw Drive, Ste 2, Edison, New Jersey, United States, 08837
Phone: |
Show more...
|
Web: |
|
E-mails: |
Sign in to see
|
Add contact information for Total Home Protection
Add new contacts
ADVERTISEMENT
One of the concerns I had when deciding whether to buy or rent was the cost of maintenance. Not having a rental meant not having a maintenance man to call when issues arose. That’s why getting this home warranty really gave me peace of mind when I finally did decide to buy my own home. Last year in fact, we began having consistent plumbing issues. Pipes in both the kitchen and bathroom began leaking, causing minor flooding in our home. Luckily, one call to Total Home and I was able to have a very skilled plumber come by and fix our pipes. Some needed replacement but that was no big deal. I was able to have my plumbing fixed for a fraction of what it would cost otherwise. The money I saved went instead towards redoing the parts of my flooring that got water damage. I am grateful that just one call got the ball rolling and I was able to get the plumbing fixed without high out pocket cost. The rep I spoke with - Alison - was very professional and considerate. I really appreciate the care she showed to me and my family. She really made me feel like my repairs mattered.
I purchased home warranty insurance a year ago. This spring I had a problem with my heater. I contacted making a claim. They sent a technician from an hour away. They wanted photos of my unit. It was clean but it is a unit installed in 2005 so has some age. They claimed from the photos the unit was dirty and neglected so was denied. I challenged them with their finding along with the technician. It was reversed and Nick Parker with the insurance company said they would cover it. The service company still has not been paid. I again had another claim for my air conditioner that was not cooling. They sent the technician (a company here in Hutchinson this time) and again pictures were taken and sent off. My air conditioning unit was manufactured in 1995. They again claimed neglect and rusted out and not covered. I contacted the service tech and he sent me the pictures. He said he saw no rust and my unit was well maintained just needed to be replaced because it was leaking freon and it would cost more to repair than replace. I spent a large amount of money on a five year policy. When I asked them to cancel my policy and refund my money I was told it would be less than $100 I would get back because they needed to be reimbursed for what they had paid out. So far they still have not paid for the first one.
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
6/11/2018COMPLAINT 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.
Ms. White placed a claim for a Air Condition not cooling on 5/15/2018. The diagnosis concluded that the cause of the failure a non repairable leak on the evaporator coil due to rust/corrosion. The unit holds 4.5 lbs of freon and was 2.5 lbs low of freon. Per our policy this failure is clearly excluded from coverage. Please see the referenced section of the policy below;
I. BASIS FOR COVERAGE
A. Air Conditioning System
Note: Coverage available on Air Conditioning units up to a 5-ton capacity, and for residential use only.
COVERED: Mechanical parts and components of two (2) ducted electric central air conditioning systems. All components and parts for units below 13 SEER and/or R-22 equipment, and when we are unable to facilitate repair and/or replacement of failed covered equipment at the current SEER rating or with R-22 equipment, repair and/or replacement will be performed with 13 SEER/R410A equipment and/or 7.7 HSPF or higher compliant, except:
NOT COVERED: Filters; condenser casings; registers and grills; water towers; humidifiers; chillers; electronic air cleaners; window units; non-ducted wall units; mini-split wall units; gas air conditioning systems; water evaporative coolers; swamp coolers; condensate pumps; thermal expansion valves; all exterior condensing, cooling and pump pads; disconnect boxes; roof mounts, jacks, stands or supports; cost for crane rentals; electronic, computerized, and manual systems management and zone controllers; commercial grade equipment; refrigerant conversion; leak detections; water leaks; drain line stoppages or drain pans; maintenance; rusted and/or corroded coils; component short to ground; noise without a related mechanical failure; improperly sized units; air conditioning with mismatched condensing unit and evaporative coil per manufacturer specifications; improper use of metering devices (i.e. thermal expansion valves). We are not responsible for the costs associated with matching dimensions, brand or color made. We will not pay for any modifications or upgrades necessitated by the repair of existing equipment or the installation of new equipment. We will pay up to $10 per pound per occurrence for refrigerant. You are responsible for payment of any costs in excess of $10 per pound.
All claims have been properly serviced in accordance with the Service Agreement - all contracts have inclusions as well as exclusions. We are committed to providing a positive customer experience and doing the right thing for all our customers, contractors, employees, and our company.
In regards to the heating claim the vendor was paid a check #186761 on 5/1/2018 for the invoice they billed us for. A vendor is paid 30 days after the invoice is received to ensure the repair they made does not fail immediately.
We at Total Home Protection have an unwavering commitment to uphold our founding ideals to provide industry-leading home warranty products and exceptional services to the customers we're privileged to serve. If you have any further questions, please contact us at .
Sincerely,Laura DTotal Home ProtectionToll Free: www.totalhomeprotection.com
Total Home Protection properly addressed this review and cited applicable sections of the policy, which are grounds for denial of coverage. In this case the Air Conditioner failure was as a result of a non-covered condition. The unit was missing 2.5 lbs of freon due to a non repairable leak in the rusted coil which is excluded from coverage.
A. Air Conditioning System
Note: Coverage available on Air Conditioning units up to a 5-ton capacity, and for residential use only.
COVERED: Mechanical parts and components of two (2) ducted electric central air conditioning systems. All components and parts for units below 13 SEER and/or R-22 equipment, and when we are unable to facilitate repair and/or replacement of failed covered equipment at the current SEER rating or with R-22 equipment, repair and/or replacement will be performed with 13 SEER/R410A equipment and/or 7.7 HSPF or higher compliant, except:
NOT COVERED: Filters; condenser casings; registers and grills; water towers; humidifiers; chillers; electronic air cleaners; window units; non-ducted wall units; mini-split wall units; gas air conditioning systems; water evaporative coolers; swamp coolers; condensate pumps; thermal expansion valves; all exterior condensing, cooling and pump pads; disconnect boxes; roof mounts, jacks, stands or supports; cost for crane rentals; electronic, computerized, and manual systems management and zone controllers; commercial grade equipment; refrigerant conversion; leak detections; water leaks; drain line stoppages or drain pans; maintenance; rusted and/or corroded coils; component short to ground; noise without a related mechanical failure; improperly sized units; air conditioning with mismatched condensing unit and evaporative coil per manufacturer specifications; improper use of metering devices (i.e. thermal expansion valves). We are not responsible for the costs associated with matching dimensions, brand or color made. We will not pay for any modifications or upgrades necessitated by the repair of existing equipment or the installation of new equipment. We will pay up to $10 per pound per occurrence for refrigerant. You are responsible for payment of any costs in excess of $10 per pound.
The policy was mailed within 10-15 days after the policy was opened on 5/9/2018 by mail. The customer did request another copy be sent on 5/19/2018 which we complied with. The policy is also listed under Terms & Conditions on the main page of our website.
We sincerely apologize for your negative experience, but this failure is not included in coverage. All home service contracts have inclusions as well as exclusions. As a gesture of good customer we can offer two free service call fees 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
[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]
There was not any rust on the system. Even the service technician told me this. Not sure what pictures they were seeing but I was sent pictures they sent to them. Again I refer to my comment if you're going to solicit business so far away you cannot personally inspect the issue, you need to trust the technicians you hire to do the job. I was told everything going on by the tech. The unit looked clean and well maintained. Also AGAIN if I had the policy which was never sent to me, I could have seen that I had purchased a policy that really didn't cover anything the agent said was covered. Again I said this is fraud. To advertise service then deny it is fraud and should be acknowledged as that and dealt with accordingly.
Complaint: ***I am rejecting this response because:
Regards
I purchased a Platinum Total home protection plan from Total home protection. I was told that the policy would not take effect for 30 days from the date I purchased which was April 25th 2018 unfortunately for me 6 days after my policy took effect which would have been June 1st 2018 the motor on my swimming pool pump went out. I contacted total home protection they in turn contacted a vendor who came out to my house and saw that the swimming pool pump motor was no good he said it would be about $200 to repair it. Contacted total home protection to get authorization and they called me to tell me they were denying the claim. I contacted total home protection to ask why and they said it was a pre-existing condition. There's no such thing as a pre existing condition with a pool motor pump sometimes unfortunately to be repaired would have been green with algae my pool pump was working perfectly and then one day it just stopped. They denied the claim and refused to pay for it. They breached the contract. That's not the issue the issue is I would like to Revdex.com.
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
6/11/2018COMPLAINT 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.
*** placed a claim for the pool pump being on but not pumping water on 5/31/2018. Coverage went into effect on 5/25/2018. The vendor diagnosed the failure that the pool motor failed. This is not an immediate failure and is something that takes time to fail. With the policy being so young, it was determined that this failure could not happen within 6 days and was a non covered failure. As per the terms of service:
I. BASIS FOR COVERAGE
? 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.
In an effort to provide good customer service, we offered a goodwill of $100.00 which the customer accepted. The customer called back and threatened to cancel and to charge back, so in an effort to resolve, we cancelled the policy and refunded the customer in full.
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. Sincerely,Laura DTotal Home ProtectionToll Free: (
I got a policy from them and when I did my first claim I wait for almost a month before getting a technician to come look at it and they told me they don’t cover my claim and I was really unhappy about the all situation and I want to cancel my policy and they told me they only can give me 124 $ from my 350 I pay for just having 1 month of policy
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
6/11/2018COMPLAINT 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.
*** placed a claim for a Air Condition not cooling on 5/15/2018. The diagnosis concluded that the cause of the failure was the unit was 1lb low of freon and was dirty on 3 sides of the unit. Per our policy this failure is clearly excluded from coverage. Please see the referenced section of the policy below;
VII. GENERAL LIMITATIONS OF LIABILITY
D. This Agreement covers only repairs and/or replacements due to mechanical failure attributable to ordinary wear and tear. Accordingly, the Agreement does not cover failures which may result from other causes, such as without limitation abuse; misuse and/or neglect; lack of maintenance; rust and/or corrosion; noise without a related mechanical failure; chemical or sedimentary build up; lightning strikes; missing parts; animal, pet and/or pest damage; power failure; power surge; fire; casualty; acts of God; structural and/or property damage; flood; smoke; earthquake; freeze damage; accidents; war; acts of terrorism; nuclear explosion, reaction, radiation or radioactive contamination; insurrection; riots; vandalism; or intentional destruction of property. This Agreement does not cover mechanical failures resulting directly or indirectly from or caused by mold, mildew, mycotoxins, fungus, bacteria, virus, condensation, and/or wet or dry rot regardless of the source, origin, or location and any other cause or event contributing concurrently or in any sequence to the mechanical failure.
In an effort to resolve this complaint, we have offered this custmer a full refund.
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
This is to reference to complain number *** I open more than a month ago where this company supposed to give me my money back and it’s been almost a month I still didn’t get my money back they told me they put it back to my card almost a month ago and I still didn’t get itDesired Resolution:RefundselectDesired Outcome:Get my money back
Total Home Protection properly addressed this complaint, cancelled and refunded the policy in full.
We sincerely apologize for your negative experience.
In an effort to resolve, the policy was cancelled on 6/13/2018 and the card he provided us was refunded in 3 increments of $116.43 on 6/13/2018. The reference numbers for each transaction are Reference Number: ***, Reference Number: *** and Reference Number: ***. At this time everything has been done on our end and the customer will need to speak to his financial institution about the funds.
For additional assistance, please reach out to us .Sincerely,Laura DTotal Home ProtectionToll Free: Hours: Monday - Friday, 9:00am - 6:00pm EST
I have no problems with my home warranty. Over the winter my pipes ended up busting in my home, and water was everywhere. There was a lot of leakage, and it all had me stressed. With my home warranty all I had to do was file a claim online, which was just my preference, I could have called in, but I like that they gave the option of making the claim online so I took advantage of that; and they handled the rest. The contractor they sent to service my pipes was phenomenal! He worked quickly; he was on time and he let me know what was going on at all points. He also shared some tips on how I could make sure it doesn't happen again. This upcoming winter, I'm confident that my pipes will hold up. Great service with an awesome company.
When buying my first home I was told I should look into getting a home warranty. I took the advice and got one. I’m so happy that I did because 7 months after I moved in my septic system backed up. I called the service line and within a few days a contractor came out to fix it. They covered most of the cost which I’m so grateful for because there was no way I could have afforded that on my own. The same agent even called me back to make sure that I was happy with the repairs and told me that if I have anymore problems to just give them a call. This warranty covers so many different things that can break in my home, that I’m free of stress if anything happens in the future. I would recommend to anyone to get a home warranty because it’s a blessing and a great savings.
This company withdraws money every month from my account and the first time I try and use the service I pay for the reps are rude and hang up and I have been unable to resolve my issue and use the service I already paid for. This then is theft of services if I'm unable to use. I will cancel my service with this company since unprofessional ,horrible customer service and paid for nothing.
I used a contractor referred to me by the company, Alex, with ***. When he came in, he asked how old my dryer was. I told him it was 5-6 years old and he said it was time for me to get a new dryer, without looking at the dryer. He told me if I paid h8m $89, he would tell warranty compan6 that my board was burned out and I could get a new dryer. When I told him no, he read to me the policy for repairs and said he would call them but they were going to deny it. He took the price down to $50 and I still wouldn’t agree to scam the company, so he went outside and told them my dryer was very old, not maintained and the hose was backed up. He told me the parts would cost $80, and I found them on,one much cheaper. He called a parts store and found out that they were $39.95. I gave him $40 for the parts and he was coming back later that evening. It is the next day and he won’t respond to text or phone calls. When I called Total Home warranty, they told me what he told them and I proceeded to let the manager know that they should be careful about who they hire to represent them and they did not care. She told me I could hire my own contractor and have him diagnose the matter and submit it to them. Now, my dryer has been disassembled and I have to hire a contractor to repair it.
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 Dryer not spinning on 6/5/2018. The diagnosis concluded that the cause of the failure was the idler pulley was broken, the unit was older and not properly maintained. Per our policy this failure is excluded from coverage. Please see the referenced section of the policy below;
VII. GENERAL LIMITATIONS OF LIABILITY
D. This Agreement covers only repairs and/or replacements due to mechanical failure attributable to ordinary wear and tear. Accordingly, the Agreement does not cover failures which may result from other causes, such as without limitation abuse; misuse and/or neglect; lack of maintenance; rust and/or corrosion; noise without a related mechanical failure; chemical or sedimentary build up; lightning strikes; missing parts; animal, pet and/or pest damage; power failure; power surge; fire; casualty; acts of God; structural and/or property damage; flood; smoke; earthquake; freeze damage; accidents; war; acts of terrorism; nuclear explosion, reaction, radiation or radioactive contamination; insurrection; riots; vandalism; or intentional destruction of property. This Agreement does not cover mechanical failures resulting directly or indirectly from or caused by mold, mildew, mycotoxins, fungus, bacteria, virus, condensation, and/or wet or dry rot regardless of the source, origin, or location and any other cause or event contributing concurrently or in any sequence to the mechanical failure.
Due to this complaint we are currently investigating the vendor that was assigned to this claim. The customer is getting a second opinion which we are waiting for a diagnosis from that vendor. We are committed to providing a positive customer experience and doing the right thing for all our customers, contractors, employees, and our company.
We at Total Home Protection have an unwavering commitment to uphold our founding ideals to provide industry-leading home warranty products and exceptional services to the customers we're privileged to serve. If you have any further questions, please contact us at .
Sincerely,Laura DTotal Home ProtectionToll Free: www.totalhomeprotection.com
Total Home Protection properly addressed this complaint and cited applicable sections of the policy. All home service contracts have inclusions as well as exclusions We sincerely apologize for your negative experience, we have removed the vendor from our service at this time. Please send the 2nd opinion diagnosis or paid receipt to [email protected] for review. Although we can not refund the customer for the payment she made to the technician, as a gesture of good customer we can offer one free service call fee to be used for her next claim. For additional assistance, please reach out to us .Sincerely,Laura DTotal Home ProtectionToll Free: Hours: Monday - Friday, 9:00am - 6:00pm EST
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Regards
I am officially a firm believer in home warranties now. When I had the chance to buy a dream home I was very excited - almost too excited to even consider buying the warranty. But I was informed that all of the additions to the home like the appliances and air conditioner didn't have transferable warranties. Wouldn't you know it but right as the summer heat really kicked in my air conditioner kicked the bucket. Even though I knew better, I called the manufacturer and of course they wouldn't cover a repair for anything less than the cost of a new one. Then I pulled out my home warranty information. There it was, air conditioner was a covered item. I quickly made the call and help was on the way. What looked like a disaster both to my comfort and pocketbook now seemed like hardly a problem at all, just a minor inconvenience. I simply would never buy a house again without securing the home warranty that I was fortunate enough to buy. And I'm telling my family and friends, too, "Spend the money on a home warranty, it'll save you in the future!"
A few months after purchasing my home, I had to use my home warranty. When I called customer service line to receive assistance, I was put on the line with a great agent. Her name was Sarah. She reminded me about how my warranty worked, what was covered and explained the claims process very thoroughly. She seemed genuinely interested in helping me, as well as knowledgeable and professional. She even gave me her opinion on what I should do regarding some of the appliances in my house I was looking to have repaired. Sarah made me feel like I was chatting with a friend, but maintained an exceptional level of professionalism throughout. It was definitely a productive conversation. Eventually, she was able to assist me in scheduling a contractor to come out for my pool as well as one to fix the drainage in Whirlpool tub. I couldn't have asked for better customer service.
When my neighbor told me that he had his garage door repaired the same time that I replaced mine I was sure that I got a better deal. I was wrong because he only had to pay a small sixty dollar deductible while I had to pay well over three hundred dollars to get the motor replaced. He told me he had a home warranty from this company and they sent a professional out who replaced his. They did all the scheduling, and had already vetted the professional contractors. That was over a year ago and since then, I have had my own home warranty. The buying process was really easy, partially because I did a ton of research before hand, but also because the customer service rep I spoke to did a phenomenal job at answering questions. Despite it being a year ago, I still remember that I got off the phone feeling genuinely pleased with our interaction. As a Total Home customer, I have had an electrical plug repaired, my built-in microwave fixed, and a ceiling fan rewired. Honestly, as someone who enjoys making sure his home is in its best shape, this home warranty has become as essential to me as my two cocker spaniels.
Having a home warranty has been such a benefit to me because I have a tendency to not usually plan for unexpected repairs and emergencies. I am super proud of myself for taking the step to get this warranty, because I've experienced the benefits already. Once when our air conditioner went out, I was worried because I definitely did not have enough money to repair it, and in the hot Texas sun, air condition is a necessity. But I called into Total Home to see what exactly they could do and how my warranty worked. A rep assured me that I had elected a plan that included coverage for two air conditioning systems. I was able to have someone scheduled to come within 2 days, and repair my system, and even take a look at the second to make sure it was ok. The contractor was very professional and actually on time. He confirmed everything with Total Home before starting the job. I was only responsible for a $60 deductible, which was nothing compared to the cost of buying a new air conditioner. This was but thanks to my home warranty it was covered and we didn't have to spend the summer in the heat. Great experience, with memorable service. Would always recommend homeowners to get this.
The person who sold me my home warranty was so delightful to talk to. He honestly made me forget that I did not know him and he was trying to sell me a product. The warranty almost seemed too good to be true. When I called in, I had tons of questions to ask, and unlike other companies I called, I got off the phone feeling like they actually helped me out tremendously and answered every single question I had. Making the decision to buy any coverage plans that are meant to be long-term can be hard to make because you may not exactly see the immediate benefit of it, but this company made it such an easy choice to make. Totally professional and knowledgeable!!! I would recommend to anyone just because of the outstanding customer service they offer.
Watch out for a little clause in the agreement, stating 'this agreement does not cover any known or unknown pre-existing conditions,' under which they can practically deny any claim! Typical bait-and-switch outlet, where you seemingly signup for a services at a low (reasonable) price, only to find out that claims are categorically denied. Nobody ever came to our house to evaluate all equipment (appliances) covered under the policy. The independent technician sent to our home for the first repair, diagnosed a replacement instead of a repair. We had to pay $60 for that opinion/ service order - in addition to the insurance premium, only for it to get instantly denied by Total Home Protection adjusters. They claimed its a pre-existing condition. Wait until your A/C, water heater, kitchen stove, refrigerator breaks down, and since your 'appliances are already 3 years old' they will quickly deny your claim, fronting the 'pre-existing condition'. Customer service (Dispute Resolution Specialists) are rude and incompetent. Stay away for this company and find a better, more reputable service provider.
As a first time homebuyer, I was definitely in uncharted territory. But, I wasn't afraid to do the necessary research. In fact, it was during my research that I discovered how having a home warranty was essential. My mother was the one who recommended this particular company to me, and I am so glad she did. After a short consultation with Jim at customer service, I had a clear understanding of all the coverage options. Besides being extremely helpful, Jim also answered all my questions--ensuring that I was getting the right coverage for my needs. I chose the platinum plan with added coverage for my pool. Now, I am a proud homeowner; and I can rest easy knowing that my appliances, heating, and electrical are all covered at an affordable price. After JUST shelling out so much money on my dream home, I can't imagine having to scrape up money to do any unplanned repairs.
I m have been trying to get Total home protection to fix me air condition! I have called them numerous times for service. 1St time it went out called total home protection I sat in a HOT! house for a week an2 day's because they sent it to my email address an put it in my SPAM! I called the tech 4 times an left the same message an I have yet to hear from the tech. I called on 6/1/2018 an got the answering service which they told me that it wouldn't be til monday that it would be dispatched out. I called all day monday an less say i'm still sitting in a HOT HOUSE! On Page 1 of there warranty booklet it said that we are here 24hours 7 day's a week? An it states that a tech would reached in 4 day's? I called this morning 6/5/18 an still no tech. The 1st time I called total home protection was for a covered roof? They said it wasn't covered (Shingles). So I asked for my money back at that time to accomodate me they just give me a extra month free. They said I could only get back $145.00 But I paid them in full $411.75
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
6/7/2018COMPLAINT ID: ***To Whom It May Concern:
Thank you contacting us with the above referenced complaint. We at Total Home Protection treat each complaint with the utmost respect and use this feedback to better serve our valued customers. Understandably there are two sides to every story and always look for a fair resolution between all parties.
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 a Air Conditioner on 5/14/2018 and we assigned a vendor the same day.
Unfortunately the vendor was non responsive. We advised the customer that he could go through reimbursement, where the customer would contact their own technician to diagnose the failure and once approved. We were advised on 5/17/2018 that the customer got his own vendor out to diagnose the issue on 5/18/2018. We advised *** to submit the invoice to us to review and provide the contact information so we can get a complete diagnosis. We have not received the invoice as of 6/7/2018.
The customer contacted us back on 6/1/2018 to advise the unit was not cooling. We advised that we still needed the invoice from the previous claim. He stated the unit worked for 2.5 weeks and then stopped cooling again.
In order for us to proceed with this claim we need the repair invoice from the vendors first visit to confirm the failure. The customer can send the invoice to [email protected]
In regards to the Limited Roof Leak claim, we were advised that the shingles needed to be replaced as there were nail pops. We are in the process of reviewing all information regarding this claim.
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: When I called for my roof I was told then that shingles are not covered????? I at that requested a refund that I could not an did not get back! That was lie number (1) I paid for a limited roof service that I did not get. Now for the tech that was suppose to come look at at my unit. After I called him he lied to me saying that he would be by at 2-2:30pm I called an left a message (4) times. Next lie On the 2nd page of there warranty booklet it said that WE! are here 7day's week 24hours a day. But when I calledon the 1st on june I had to talk to a answering service? & he said that he couldn't do nothing but take my info. Question? How is that being there 24hours & 7day's? Good thing it wasn't an emergency. No I don't like the lies that I have been told from this place. No I don't. & I don't not need another month free from total home protection.
Regards,
Sam K
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 regards to the Roof claim we confirmed that there were missing shingles, missing materials is not covered under the policy
B. Limited Roof Leak
Note: Coverage applies to single family homes only.
COVERED: Repair of shake and composition roof leaks over the occupied living area.
NOT COVERED: Leaks related to patios; porches; decks; metal roofs; foam roofs; shingles; cemwood shakes; cracked and/or missing material; tiles; tar and gravel; flat or built-up roofs; structural leaks; asphalt; gutters; downspouts; skylights; flashing; patio covers; solar components; attic vents; roof jacks; satellite components; antennae; chimney components; partial roof replacement; preventative maintenance. We will pay no more than $500 per contract term for access, diagnosis, repair and/or replacement.
In regards to requesting service the policy states that We will accept service requests 24 hours a day, 7 days a week. As we are not an emergency service our staff is available during normal business hours. During non business hours, there is an after hours answering service that is able to submit a service request. No where in the policy does it state " We are here 7 days a week 24 hours a day" as per below
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.
As for the Air Conditioning claim, we contacted the technician that the customer had come out to his home who advised us he put in 3 lbs of freon to get the customer through the night.
In order for us to move forward on the Air Conditioning claim, a leak test is needed to know how many leaks are in the system to be losing that much freon. Without the leak test results, we are unable to move forward with this claim.
We sincerely apologize for your negative experience, but the roof failure is not included in coverage and we are unable to proceed with the Air Condition claim. For additional assistance, please reach out to us .Sincerely,Laura DTotal Home ProtectionToll Free: Hours: Monday - Friday, 9:00am - 6:00pm EST
Total Home Protection told me over the phone if they could not find a part to repair my ovens they would replace the stove. When I called them a few days later they denied the claim. They used the grounds that the oven was dirty. The stove is 15 yrs old, perhaps more, and had stains on the bottom plate that was removed on 5/16/18 by *** in order to install the oven ignitor that was replaced. Some small soot particles from this process on the side of the bottom plate after the ignitor was replaced. I had cleaned both ovens a month or two before by pressing the CLEAN button on the stove to remove all the grease and debris, and this action cleaned both ovens very well. The heat from this process was intense, and removed any grease that might have been in either oven. It was so hot I was afraid it would catch the stove on fire. Total Home Protection is just using this as an excuse not to honor their contract. They offered me a "settlement" by sending me a paper to sign saying I would release them from honoring the contract if I would accept 2 months free coverage or $100. This shows me they are guilty and wants me to release them from their obligation to replace my stove like they said they would. I am not going to sign it. I am cancelling their coverage and have already signed up with another company. I have never run into anything like this before!!! I have no way of baking or cooking Blake's chicken pot pies that are frozen. I do not use microwaves for cooking, they are unhealthy with the radiation they put out. I have been caring for my disabled husband for some time and he can only eat certain things or it makes him sick. I'm afraid he has cancer
[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 do not accept this response because: The stove is old and has stains on the bottom plate, that cannot be removed. I used the CLEAN button on the stove to clean both top and bottom ovens a few months ago and all the grease and debris was removed from the high heat delivered to both ovens. When *** came out on 5/16/18 to replace the oven ignitor he removed the bottom plate on the oven. This plate had openings on all sides of it and some of the charred remains from the cleaning entered these ares. When *** replaced the ignitor he did not clean the bottom plate. This has nothing to do with the claim I filed #553557. When *** came out again on 5/30/18 his diagnosis was "control board not functioning, part unavailable." The control board is on the very top of the stove next to the clock and is attached to the top of the stove. Even if the oven was filthy, which it wasn't, it would not keep the control board from working. The stove is probably 15 years old, it is just worn out. When I called Total Home Protection several days later I asked what would happen if they could not find a replacement part for the stove they said they would replace it. Now, they are trying to get out of their verbal agreement over the phone. They told me they had already spent $500 in the 14 months I've been with them, on repairs covered on the contract. What's this got to do with anything? Sounds like they are just ticked off because they had to honor the policy! I'm surprised they didn't use this same excuse on 5/16/18 when *** came out to install the oven ignitor when he took out the bottom pan on the stove. It is all a charade, they just don't want to get out of replacing the stove. A new one costs around $1400, that's the game here.
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 Oven failure was as a result of a non-covered condition. We we advised by the vendor that the inital failure was the igniter, which was authorized for repair. The vendor then contacted us back and advised that the control board shorted out and was full of grease. We determined the failure to be from Lack of Maintenance which is a non covered failure. On 6/12/2018 the customer requested to cancel the policy, as a gesture of good will we offered the customer $100.00 or two months of service for free, the customer chose the $100.00. On 6/16/2018 the customer did a charge back for their monthly payment and their policy was cancelled as per the policy. Once the charge back was received and the policy was cancelled it voided the good will payment.
XII. CANCELLATION
A. This Agreement may be cancelled by THP for the following reasons: (i) nonpayment of Agreement fees or other breach of this Agreement by the customer; (ii) nonpayment of Trade Service Call Fee, as stated in section IV; (iii) fraud or misrepresentation by the customer and/or customer representative of facts material to THP’s issuance of this Agreement; or (iv) a change in laws or regulations that has a material effect on the business of THP or THP’s ability to fulfill its obligations under this Agreement.
We sincerely apologize for your negative experience, but this failure is not included in coverage. For additional assistance, please reach out to us .
I do not know why this "Total Home Protection Company" is surviving?
I would say this company is "Limited Protection Company" they get their policies on laying to the customers like me.
They will say, when unexpected will happen you can count on "Total Home Protection"
I purchased home warranty from this laying company, they will say anything to earn your business but when unexpected happen instead of helping, they will say, sorry we do not cover it?
I had issue "with my pluming and AC" we paid service call fee then we knew that they will not cover the issue which was "line restrictions"
instead get help when need we lost more money and gain nothing.
We took their words but it was lie. This company will NOT Cover for anything! I called multiple times to customer service and will place my call on hold FOREVER and will have a hard time for someone to pick up my call. This is totally a SCAM Company
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
6/4/2018COMPLAINT 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 smelling like it was burning on 5/30/18. The diagnosis concluded that the cause of the failure was the main control shorted out due to a small critter, a bug or lizard shorting out the board. Per our policy this failure is clearly excluded from coverage. Please see the referenced section of the policy below;
VII. GENERAL LIMITATIONS OF LIABILITY
M. This Agreement does not cover ductwork with the sole exception of ductwork that is exposed and readily accessible to service a mechanical failure of a covered air conditioning or heating system or item. This Agreement does not cover: asbestos insulated ductwork; concrete encased or inaccessible ductwork; crushed/collapsed ductwork; ductwork damaged by moisture, water, pests and/or animals; insulation; registers, grills and dampers; underground ductwork. Inaccessible ductwork refers to ductwork that is used in central heating and/or air conditioning systems that is not exposed and cannot readily be accessed for replacement or repair due to design and installation obstacles such as, but not limited to, permanent partitions, chimneys, etc., and ductwork embedded in floors, walls or ceilings.
The customer also submitted a plumbing claim stating the kids room toilet is clogged and the hot tub in the master bathroom has no hot water. The technician determined the toilet needed to be pulled as there may be a foreign object and would need to snake from both ends to ensure the stoppage is cleared. The tub hot water handle was busted and the cold side was missing a handle. As per the policy listed below these failures are excluded from coverage
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.
All claims have been properly serviced in accordance with the Service Agreement - all contracts have inclusions as well as exclusions. We are committed to providing a positive customer experience and doing the right thing for all our customers, contractors, employees, and our company.
We at Total Home Protection have an unwavering commitment to uphold our founding ideals to provide industry-leading home warranty products and exceptional services to the customers we're privileged to serve. If you have any further questions, please contact us at .
Sincerely,Laura DTotal Home ProtectionToll Free: www.totalhomeprotection.com
Total protection home denied my claim for a hot water tank. The pull pipe connected to the tank was leaking creating rust on the top of the tank. The pilot light was also going out. They said the claim was denied because the tank had two leaks and they do not cover leaking tanks. I told them the pipe was leaking, not the tank. I even verified the information with the plumber. I also had to pay a second plumber and was given the same diagnostic. I cancelled my contract. This company covers very little. My other claim was not even entertained due to the fact the compressor in my air conditioning unit had rust on it. It is comprised of aluminum.
Zero is not an option. We have had 3 requests for service in the year we've had this. Fridge: covered first part, when new part put in still not working, and they tried to say the new part fried the circuit board so not covered, but because the fridge never work with new part either they approved EVENTUALLY. Bath tub mixet: they would not cover because it was in the wall, $600 out of my pocket. AC unit: the compressor(19 years old) quit working, unit has been maintained very well, shorted to ground. They say that happens because of power surge (breaker didn't trip), low freon (you can't test with unit not running), acid in freon(happens whenever compressor shorts), lack of maintenance. they would not cover $2600 out of my pocket. So talking to repairmen they say this company will find a way out of paying for anything that is over a couple hundred dollars. DO NOT GO WITH THIS COMPANY. Unless you can pay out of pocket for repairs.