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Address: 300 McGaw Drive, Ste 2, Edison, New Jersey, United States, 08837
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Total Home Protection a home warranty company that I had subscribe to for covered repairs at my home. My first experience with Total Home Protection was today, when I they sent a contractor to my home to diagnose my air conditioning unit on my roof. I was informed of the diagnosis by the technician and he showed me pictures of a leak on the unit that was spewing freon. He called Total Home Protection for authorization to repair the unit and informed them of his findings.
About, an hour later I spoke to the technician who was new to contract with Total Home Protection. The contractrator from ***, stated that the company advised him to tell me the customer that I needed a leak test which is not a covered service of Total Home Protection. The contractor informed me that the leak was visible to his naked eye and the repair did not require a leak test. The company Total Home Protection informed me that the technician requested a leak test which was a blatant lie.
I spoke with Total Home Protection and I informed them of the conflicting stories provided to me between the contractor and they advised me to get a second opinion by one of their affiliates which is also NOT a covered service of Total home Protection. I declined their offer and immediately requested that they close my account to any future ACH deductions.
I contacted the contractor *** from ***, again to discuss the repairs and he informed me that he has been working with Total Home Protection for only a short period of time, but they have denied every customer he has been called out to see by Total Home Protection. I have a gut feeling that I have been fleeced by Total Home Protection, and I believe that their company needs to be investigated for their false claims of repairing covered items in the homes such as AC units that have been fleeced into buying their warranty.
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
5/31/2018COMPLAINT 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 5/29/2018. We were advised the last time the unit was working was 10/17/2017. The diagnosis concluded that the cause of the failure was the unit was 4 lbs low on freon and holds 4 lbs. We advised that a leak detection was required in order to determine where the unit was .Per our policy a leak test is 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.
The customer refused to get a leak detection and advised he wanted to cancel his policy. In an effort to provide good customer service we offered the customer a lower monthly rate and a free service charge added to his account. The customer declined. Our Retention department has been working with this customer on a resolution.
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 refund check has been sent to the consumer
[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've always received superior customer service with this company. They helped make the process of taking care of my home much easier, from even before I purchased to now that I've been a customer for a while. When I was deciding which warranty was right for me, the rep stayed on the phone for close to 2 hours answering every single one of my questions before I handed over my card information. They were honest and helpful throughout the whole process making it stress free and putting my mind at ease. I also wanted to write a special note also to Catherine in the customer service department who has been more help than I could've ever hoped. For some reason, I've been able to connect with her on two occasions, and she has been a treat! I know I can be impatient at times, but she is always pleasant and patient herself.
Thank you again for selecting Total Home Protection for all your home warranty needs. We know your time is valuable, so we thank you for your feedback!
I filed a claim for my stove breaking, they would only offer 349.00, this is an unacceptable rate, I cannot purchase a stove for this amount not to mention installation fees. I tried to negotiate more but was given the run around from a representative then manager, both continued trying to talk over me. Every time I call the customer service agents are rude, unprofessional and talk over you, you also have to argue with them every time you put in a claim. This company is a hassle, they have horrible customer service and need to have repercussions for their horrible service.
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
6/1/2018
COMPLAINT ID: ***
To Whom It May Concern:
Thank you contacting us with the above referenced complaint. We at Total Home Protection treat each complaint with the utmost respect and use this feedback to better serve our valued customers. Understandably there are two sides to every story and always look for a fair resolution between all parties.
The consumer placed a claim for the Oven on 5/23/18. We received a diagnosis stating there were multiple component failures and it was determined with the age and failures with the unit that we would offer a buyout for $349.00. A Microwave claim was placed on 5/23/18 and the same technician diagnosed multiple component failures. Due to the age and failures with this unit we offered a buyout of $189.00 as per the terms of the policy
VII. GENERAL LIMITATIONS OF LIABILITY
V. We reserve the right to offer cash back in lieu of repair or replacement in the amount of our actual cost, which at times may be less than retail, to repair or replace any covered system, component or appliance.
The customer was not happy and In an effort to provide good customer service we offered an additional $50.00 which the customer accepted.
We are committed to providing a positive customer experience and doing the right thing for all our customers, contractors, employees, and our company.
We at Total Home Protection have an unwavering commitment to uphold our founding ideals to provide industry-leading home warranty products and exceptional services to the customers we're privileged to serve. If you have any further questions, please contact us at .
Sincerely,
Laura DTotal Home ProtectionToll Free: www.totalhomeprotection.com
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Regards
DO NOT PURCHASE OR BUY A HOME WARRANTY These folks are horrible...I made a claim on a water heater 3 weeks after I was eligible to make a claim and this business told me that they wasn’t replacing my water heater because it was too early in the policy ..EVEN THE CONTRACTOR WHO CAME OUT SAID IT WAS BS and THAT I SHOULD CANCEL MY POLICY ..He also stated that this company does this all the time to avoid replacing or fixing units ...I’ve never felt so robbed in my life and I also paid for the PLATINUM PACKAGE in which I was told it covers almost everything ...Here’s the bad news though ..After that first incident I stuck with them and sucked it up ...One month later I made another claim on my washing machine that stop spinning I was then told by a different contractor that the bearings burned out and they should cover it ...WELP guess what? THEY SAID THEY DONT COVER THE BEARINGS !!!! I have my contract in which it states that they cover that so see y’all in court ...PLEASE DO NOT BUY FROM THESE PEOPLE
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
6/1/2018COMPLAINT 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 water heater on 5/29/2018 having no hot water. During the initial claim call-in questionnaire, we asked the consumer when was the last time the unit was working properly, and the consumer advised 5/20/2018. As per the terms of service:
•This Agreement does not cover any known or unknown pre-existing conditions. • Coverage applies to the systems and components mentioned as “covered” in accordance with the terms and conditions of this Agreement so long as such systems and components are in place and in proper working order on the effective date of this Agreement
Coverage went into effect on 5/18/2018. Being that the unit was not working properly on 5/20/2018, this is the definition of a “pre-existing condition” The diagnosis from the technician was there was no mechanical failure, which the policy covers, but that water was leaking from the tank, as per the policy
G. Water Heater
COVERED: All components and parts for gas and/or electric hot water heaters, including circulating pumps, except:
NOT COVERED: Auxiliary and secondary holding/storage tanks; main, holding or storage tanks; expansion tanks; base pans; drain pans and drain lines; line restrictions; pressure reducing valve; sediment build-up; mineral and/or calcium build-up; rust and corrosion; combustion shutdown; color or purity of water; flues; vent pipes/lines; insulation and insulation blankets; heat recovery units; tankless hot water heaters; low boy and/or squat water heaters; solar water heaters including all solar components and parts; any noise without a related mechanical failure; racks; straps; timers; energy management systems; commercial grade equipment and units exceeding 75 gallons. We will pay no more than $500 per contract term for access, diagnosis, repair and/or replacement.
In regards to a Washer claim, there is nothing in our system showing a claim was placed a month later as the customer states. The policy started 5/18/2018 and has not been in effect for a month yet.
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
I contracted with Total Home Protection in July 2017 for home appliance, plumbing and electrical protection. The representative on the phone claimed THP did it all. And to get a special discount I paid over a 4 month period for a 5 year contract. There was a one month waiting period before I could use the service. Our electric bill was out of control so I contacted THP by phone some time after 08/16/2017 to have a technician check for an electrical short. THP rep advised me they don't do that. So I accepted that it may be outside the borders of our agreement although I was disappointed by their answer. On March 4th I had a plumbing issue, toilets backed up and water coming up in drains. I contacted THP, they finally connected me with a plumber after 2 days. We had successfully cleared one toilet ourselves by then. I attempted to contact the plumbing business by phone for a day but got a continuous busy signal. We cleared the second toilet on March 7th on our own so I attempted to call THP to cancel the service call. No one was available at THP due to weather. So I tried calling the plumber with no success so I emailed a cancellation to the plumber. In late April I contacted THP for a technician to do preventive maintenance on my home air conditioner. I was informed THP doesn't do preventative maintenance so after being escalated to a supervisor I was offered $200 to get the AC looked at on my own. I wanted to talk to my husband about the offer so I contacted them later to decline and he ask me if I had had any issues with the AC. I said yes it was running constantly last summer and not cooling well. So initially he agreed to get a technician for repair. So 3 weeks into my initial call I still had no offer of service and decided to cancel my contract with THP. I requested the $1500 back that I had paid for 5 years of service due to no service being provided. THP offered me $363 of my $1500 back and when I refused that it has just been back and forth with no resolution.
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 191036/1/2018COMPLAINT 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 her Electric, stating her bill was high on 2/9/2018 and was advised that wire tracing is not covered and that would be something she could contact her local electric company to look at. Her next claim for a Plumbing stoppage was placed on 3/5/2018 and a technician was assigned within the guidelines of the policy on 3/6/2018. The customer called us on 3/7/2018 to advise the issue was resolved. At that time we were not informed by the customer that she was having an issue contacting the vendor as we would have assigned a new vendor to the claim. On 4/24/2018 the customer did call in to have preventative maintenance done on her unit and was advised maintenance is not covered. The policy covers mechanical failures and maintenance is excluded. Please see the referenced section of the policy below;
III. REQUESTING SERVICE – CALL
B. Upon request for service under normal circumstances, we will contact an authorized Service Contractor within two (2) days during normal business hours and four (4) days on weekends and holidays after you request service. The authorized Service Contractor will contact you to schedule a mutually convenient appointment during normal business hours. We will determine what repairs constitute an emergency and will make reasonable efforts to expedite emergency service. We will accept your request to expedite scheduling of non-emergency service only when a Service Contractor is available. If the Service Contractor agrees to expedite scheduling of a non-emergency service request, you may be required to pay an additional fee.
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.
I. Electrical System
COVERED: All components and parts, except:
NOT COVERED: Attic exhaust fans; direct current (DC) wiring and systems; exterior wiring and components (except main panels mounted to exterior wall); any wiring or components servicing a detached structure; fire, carbon monoxide alarm and/or detection systems; batteries; intercom or speaker systems; doorbells; multi-media systems; lighting fixtures; load control devices; low voltage systems including wiring and relays; service entrance cables; telephone systems; telephone wiring; cable wiring; alarm and/or security systems and wiring; timers; touch pad assemblies; transmitters and remotes; utility meter base pans; solar power systems and panels; all solar components and parts; energy management systems; commercial grade equipment; auxiliary or sub-panels; bus bars; broken and/or severed wires; rerunning of new wiring for broken wires; wire tracing; central vacuum systems. Failures and conditions caused by inadequate wiring capacity, inadequate size breakers, circuit overload, power failure/shortage or surge, and corrosion are not covered. We will pay no more than $500 per contract term for access, diagnosis, repair and/or replacement.
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 resolve this complaint, although the two claims were for non covered issues and we were not aware the technician did not contact the customer on the other one, we offered a goodwill of $300.00 to the customer which she 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: No claims were properly serviced. their false advertising on their website convinced me I would get service on electrical, plumbing and my appliances. They misrepresented the $300 check. On the phone THP representative offered the $300 so I might get my air conditioner serviced by a technician of my choice. I questioned whether my policy would still be in force. He said yes of course. Then sent my a document to sign that was clearly a cancellation document and advised me I would be giving up my right of dispute if I talked to any outside agency such as Revdex.com. I did not sign the document to receive the $300 because it was clearly not what we had discussed on the phone. Again since THP has provided me with no service whatsoever I think a refund of my $1500 is the only viable resolution. I have mailed copies of my response to PA and DC Revdex.com offices.
Regards
Total Home Protection properly addressed this complaint and cited applicable sections of the policy, which are grounds for denial of coverage. All home service contracts have inclusions as well as exclusions. In this case the A/C failure was as a result of a non-covered condition. The policy covers mechanical failures, maintenance is the homeowner's responsibility.
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
Total Home Protection does not provide service in a timely manner. As a Property Manager, myself and co-workers can completely understand a high call volume and long wait times especially after a Holiday weekend. However, I have been on hold for 4 and half hours attempting to place a recall for a work order pertaining to an hvac unit. During this stint of time, I have been hung up on a total of 4 times, once after requesting to speak with a supervisor. The original issue reported was that the unit was not blowing out cool air. The original vendor Serv-All was a no show so the work order then had to be re-assigned to a separate vendor. Now after said vendor (assigned by the home warranty company) has visited the property and made a repair the tenant is now having an issue with the unit not blowing any air at all. This company is telling my company that we will not be able to place a recall for this "newly" reported issue. A separate service call fee will have to be paid to send another vendor out to diagnose the issue. Even though the original issue was reported only 12 days before today. This is completely absurd and acceptable. I do not recommend Total Home Protect to any homeowners as they have been nothing but a nuisance to work with. Finally after speaking with the Supervisor Tay (I believe her name was) we finally resolved this issue. This was not without an outstanding wait time, numerous hang ups, and numerous rude employee's. Total duration of phone call including hang ups would be 4 hours and 15 minutes. If you are a Real Estate Professional, I would not recommend this agency to a homeowner. Thank you Tay for your assistance regarding this matter.
I signed up with this company in October 2017. I called in May of 2018 for an air conditioner company to come out and repair my AC. In speaking with the customer person on the telephone, our communication was very difficult. Could NOT understand him 90 % of the time. I had to keep asking him to repeat what he said to me. He informed me that I would get a call from a AC repair shop, and I could make the appointment once I received the call. Well...............the company that called was Godfather of Heating Service
!!!! I did my homework immediately and googled them, and they have a 2 Star Rating with the Revdex.com and lots and lots of complaints!!!!!!! This is an sharp eye-opener with me, with this Total Home Protection Service. Can anyone say CANCELLED POLICY!!!!!!!!!!!!!!!!!!!!!!!!!!!!
When I called to complain about the service company they had given to me, I was put on hold twice, put on hold again, and then a recording came on to say they were closed for the day!!!!!!!!! Horrible, Horrible, Horrible Customer Service!!!!!!!!!!!!!!!!!!!!!!!!!!!!
These guys saved me from endless cold showers! The pilot light in my water heater stopped working properly and the awesome customer service rep who I talked to made the replacement process so easy and stress free. I had actually called a local contractor prior calling Total Home Protection because I thought it may just be faster to get someone from my neighborhood. However, the quote was so ridiculous, I denied any further service. I'm glad I went with Total Home because I don't think I could've afforded to pay the quote from the local contractor, and deal with the lateness and unfriendly attitude I received from that company. It was such a relief speaking to the Total Home rep and dealing with their contractor after that experience. I couldn't believe the quick turnaround and how painlessly it all got done. Now I recommend them to everyone!
Thank you again for selecting Total Home Protection for all your home warranty needs. We know your time is valuable, so we thank you for your feedback!
had a great experience recently with Total Home Protection's customer service line. I spoke with the rep named Jennifer who helped me resolve an issue I had with the contractor that was sent out. Although he was scheduled for a certain time, I had an emergency that I needed to tend to and unfortunately, I was unable to have him service my garage door. There was some miscommunication between him and I and I was nervous that my repairs wouldn't be done because he thought I did not need them anymore. I called the customer service line slightly fustrated, but Jennifer remained calm and Jennifer figured it out quickly. She even spoke directly to the contractor while I was hold for a few minutes to make sure everything was clear. He came the next door, did the job and we communicated beautifully this time. I am impressed at the way that Jennifer quickly resolved the situation. I would recommend Total Home to all of my friends and family.
Thank you again for selecting Total Home Protection for all your home warranty needs. We know your time is valuable, so we thank you for your feedback!
Stay away from this company. I live in Texas and for the last week the temps have ranged from high 80's to 90's. My air conditioner went out on Tuesday. I had been told when I purchased the coverage they had operators to help you 24/7, This is not the case they have people 9-7 and then you receive an email the next day (Wednesday) for you to contact a repair person. I did that and was told the repair person was too busy to help. I called Total Home back and was told I could NOT change repair people even though the repairman told me he was too busy. When I call the repair person back he said he would squeeze me in. He arrived at 6:30PM looked at it & told me I had two boards out and it would be Thursday evening before he could get to me. I called got an manager and was again told I could not have another repair service. They said I could contact someone of my choosing. I had read on the internet Home Service had refused to pay that person so I told them what I had read. There was no response from the supervisor other than I would need to wait for the first repair person. Thursday I had no air and the house was in the 90's. I again called Total Home to complain and they told me they only covered the first failure. That though the second part going out was caused by the first they would not cover that part I would have to pay for that part. The repair person called Total Home to see if they would put me up in a hotel - they said no they did not provide that service. Finally Friday the repair person called and said he had to go to another job site and then would come to my house to fix my air conditioner. At that time he said I had one board out and another part. I told him he had told me two boards before, but he said he had been wrong - WITHOUT EVER COMING BACK TO SEE WHY THIS HE CHANGED what the problem was. He arrived at 10:30 AM told me he had quit Total Home because they refused to pay for parts. He brought some parts with him none in a box or showing the Lennox brand and said he would put these parts in, but did not know how long it would hold me. I did NOT hear anything from the office of Total Home. Instead I received an email from them telling me to call another repair service. This is now Friday night 4 days after I started calling them. Their customer service is the worst I have ever encountered! I have had this company for 10 months and this is my first call.
On March 24, 2018 I purchased the Platinum plan for $374.25. I did not receive my contract until May 4, 2018, well after the 30 day waiting period. On May 12, 2018 I opened a claim for my air conditioning not cooling the way it should. It was cooling, but not as it should in late afternoon. It wasn't until May 25,2018 that the technician arrived. He put his hand on the line and stated it was low on refrigerant. He did not put any gauges on my equipment so I have no idea as to come to this conclusion. Total Home Protection denied my claim saying it was a preexisting issue. They said there was no way that 3 pounds of refrigerant leaked in 22 days without it being preexisting. I ask to cancel the agreement and was transferred to Angel who said I could cancel the policy and I would not receive a refund. I advised I would contact the Revdex.com and the WV Attorney General. He replied "Sir you can call the pope, but you will not get a refund". After a few minutes of discussion, He stated that I could receive a partial refund in the amount around $190.00. I ask several times to speak to his supervisor several times and was denied. I feel this is false advertising and contract violation as the contract clearly states that they will pay $10 a pound for refrigerant.
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 191036/1/2018COMPLAINT ID: ***
To Whom It May Concern:
Thank you contacting us with the above referenced complaint. We at Total Home Protection treat each complaint with the utmost respect and use this feedback to better serve our valued customers. Understandably there are two sides to every story and always look for a fair resolution between all parties.
*** placed a claim for the Air Conditioning on 5/14/2018. During the initial claim call-in questionnaire, we asked the consumer when was the last time the unit was working properly, and the consumer stated a week ago. This would make that date 5/7/2018. As per the terms of service:
? This Agreement does not cover any known or unknown pre-existing conditions. ? Coverage applies to the systems and components mentioned as “covered” in accordance with the terms and conditions of this Agreement so long as such systems and components are in place and in proper working order on the effective date of this Agreement
The diagnosis from the vendor states the unit holds 7 lbs of freon and was missing 3 lbs. Coverage went into effect on 4/22/2018. Being that the unit was not working properly on 5/7/2018, this is the definition of a “pre-existing condition” and NOT in proper working order on the effective coverage start date of 4/22/2018. The amount of freon missing from the unit could not have happened within 15 days of coverage.
We are committed to providing a positive customer experience and doing the right thing for all our customers, contractors, employees, and our company; however, this claim does fall outside the scope of coverage.
We at Total Home Protection have an unwavering commitment to uphold our founding ideals to provide industry-leading home warranty products and exceptional services to the customers we're privileged to serve. If you have any questions, please contact me at .
Sincerely,
Laura DTotal Home ProtectionToll Free: www.totalhomeprotection.com
Total Home Protection properly addressed this complaint and cited the appropriate section of the policy, which was grounds for denial of coverage. We sincerely apologize for your negative experience and would like to assist with a resolution. In an effort to resolve and close the dispute, we will authorize a full refund to this customer. For further assistance, please reach out to us .Sincerely,Laura DTotal Home ProtectionToll Free: Hours: Monday - Friday, 9:00am - 6:00pm EST
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Regards
A couple days ago my bathroom floor was completely flooded from a plumbing problem with our toilet. Luckily we have this home warranty and I called right away! The customer service rep that I talked with to get a plumber here right away was awesome! He (I think his name was Adam) was so pleasant and knew how to help me right away! He was super efficient and took a lot of the stress out of the situation. I couldn’t thank him enough! I had a great experience and while I hope I don’t need them again I’m so happy they are there when I do.
Thank you again for selecting Total Home Protection for all your home warranty needs. We know your time is valuable, so we thank you for your feedback!
I purchased a home warranty plan in February 2018, I started having problems with my central air unit in May 15/16th it was constantly running w/o cooling and I called THP on the 18th and someone came out to check the unit and they advice that a leak and I would need a condenser. He advice THP and they denied the claim and reasoning was that the condenser coil is rusted and corroded. Once I asked how they came to this decision w/o viewing the unit then pictures were submitted they still said that after viewing the picture they stick to their decions even through was no rust or corrosion they the butbit own that I had not maintain the unit now which is not correct so I am wondering what the new excuse will be. They were suppose to have a manager call me back and today but that didn't happen. In speaking with the tech they have never replaced anyone unit the excuses are the same. I think they have scandalous operating practices.
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
5/24/2018COMPLAINT ID: ***To Whom It May Concern:
Thank you contacting us with the above referenced complaint. We at Total Home Protection treat each complaint with the utmost respect and use this feedback to better serve our valued customers. Understandably there are two sides to every story and always look for a fair resolution between all parties.
*** placed a claim for a Air Condition not cooling on 5/21/2018. The diagnosis concluded that the cause of the failure was the condenser coil was rusted/corroded and the unit had a severe leak as there was no freon in the system. We were provided pictures and it was determined this was not a covered failure. Per our policy this failure is clearly excluded from coverage. Please see the referenced section of the policy below;
I. BASIS FOR COVERAGE
A. Air Conditioning System
Note: Coverage available on Air Conditioning units up to a 5-ton capacity, and for residential use only.
COVERED: Mechanical parts and components of two (2) ducted electric central air conditioning systems. All components and parts for units below 13 SEER and/or R-22 equipment, and when we are unable to facilitate repair and/or replacement of failed covered equipment at the current SEER rating or with R-22 equipment, repair and/or replacement will be performed with 13 SEER/R410A equipment and/or 7.7 HSPF or higher compliant, except:
NOT COVERED: Filters; condenser casings; registers and grills; water towers; humidifiers; chillers; electronic air cleaners; window units; non-ducted wall units; mini-split wall units; gas air conditioning systems; water evaporative coolers; swamp coolers; condensate pumps; thermal expansion valves; all exterior condensing, cooling and pump pads; disconnect boxes; roof mounts, jacks, stands or supports; cost for crane rentals; electronic, computerized, and manual systems management and zone controllers; commercial grade equipment; refrigerant conversion; leak detections; water leaks; drain line stoppages or drain pans; maintenance; rusted and/or corroded coils; component short to ground; noise without a related mechanical failure; improperly sized units; air conditioning with mismatched condensing unit and evaporative coil per manufacturer specifications; improper use of metering devices (i.e. thermal expansion valves). We are not responsible for the costs associated with matching dimensions, brand or color made. We will not pay for any modifications or upgrades necessitated by the repair of existing equipment or the installation of new equipment. We will pay up to $10 per pound per occurrence for refrigerant. You are responsible for payment of any costs in excess of $10 per pound. All claims have been properly serviced in accordance with the Service Agreement - all contracts have inclusions as well as exclusions. We are committed to providing a positive customer experience and doing the right thing for all our customers, contractors, employees, and our company.
In an effort to provide good customer service, a Supervisor and a Retention Manager spoke with *** today and she has been offered a full refund which she agreed to.
We at Total Home Protection have an unwavering commitment to uphold our founding ideals to provide industry-leading home warranty products and exceptional services to the customers we're privileged to serve. If you have any further questions, please contact us at .
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 signed up for Home warranty service with Total Home Protection on 11-17-2017 to fix appliance items covered by a service agreement. On 5-11-18, I called them for service on my washer that was not working. I was told that someone would get with me to schedule a contractor to come out. On 5-15-18, I called Them to advise that no one had contacted me regarding my washer and to let them know that my A/C was also not working. Total Home advised me that *** would be handling both repairs and that I would have to call them . On 5-17-18, the contractor from *** arrived at my house with someone driving him to my location. He told me that he was here to service my A/C. He cleaned the condenser but told me that I needed Freon and that I'd have to pay$60.00 for the service call and $60.00 for the Freon. He further told me not to turn on my A/C that evening because it was wet from being cleaned out. On 5-18-18, I turned on my A/C and it ran for over three hours but never cooled my home. In the meantime, he never mentioned anything about my washer which was called in first. On 5-19-18, I called Total Home again and complained about the service and the $120.00 fee and I was told that the contractor was not suppose to charge me anything but the $60.00 fee, and that he was suppose to send them an estimate before making any repairs. When I requested another contractor I was told that I would need to contact the current contractor to resolve the A/C and washer matter or I'd have to pay another $60.00 fee. I told Total Home that I did not want that contractor back at my house. They failed to heed my request and the contractor called me on the afternoon of 5-19-18 wanting to come out to look at my washer. I declined further contact with him. I contacted total Home on 5-20-18 requesting they cancel my contract due to the poor service by both the contractor and total Home protection 's customer service team. I asked them to refund the monthly payment taken from my bank account on 5-19-18.
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 191035/29/2018COMPLAINT ID: ***To Whom It May Concern:
Thank you contacting us with the above referenced complaint. We at Total Home Protection treat each complaint with the utmost respect and use this feedback to better serve our valued customers. Understandably there are two sides to every story and always look for a fair resolution between all parties.
The customer placed a claim for a Air Condition not cooling on 5/15/2018. The diagnosis concluded that the cause of the failure was the caps for the unit were off the unit when the technician arrived causing freon to leak. Stats whoever handled the previous repair left the caps off.
Per our policy this failure is excluded from coverage. Please see the referenced section of the policy below;
VII. GENERAL LIMITATIONS OF LIABILITY
R. This Agreement does not cover any mechanical failure when the covered item or system has been repaired, modified, disabled or adjusted in any way which prevents us or our independent Service Contractor(s) from inspecting, diagnosing and/or repairing the mechanical failure. This Agreement does not cover any mechanical failure to any covered item or system that has been improperly altered, repaired, installed, modified or damaged in the course of remodeling or unauthorized repair.In an effort to resolve this complaint, we are currently in the process of working through mediation with this customer to get this matter resolved.
The washing machine claim was submitted on 5/11/2018 but we were advised on 5/15/2018 that the technician never received the work order and it was resent. We were informed by the customer on 5/18/2018 that they purchased a new unit. Being we are not an emergency service the technician has 2 days during normal business hours and 4 days on weekends and holidays. Although the claim was submitted on 5/11/2018 and the work order was sent to the repair compnay we were not informed until 5/15/2018 that it was not received at which time we resent the work order.
The customer requested to cancel on 5/18/2018, in an effort to provide good customer service we refunded their monthly payment to them.
We at Total Home Protection have an unwavering commitment to uphold our founding ideals to provide industry-leading home warranty products and exceptional services to the customers we're privileged to serve. If you have any further questions, please contact us at .
Sincerely,
Laura DTotal Home ProtectionToll Free: www.totalhomeprotection.com
Total Home Protection properly addressed this complaint and cited the appropriate section of the policy, which was grounds for denial of coverage. The technician knowing the caps being off and freon was lost was not covered, offered to service the customer at that time in order to leave the unit cooling efficiently.
In regards to the washer claim placed on 5/11/18, a vendor was assigned the same day. We were advised on 5/15/18 by the customer that they did not receive an email with the vendors information. The first email was sent on 5/11/18 at 4:58 pm EST and the 2nd email was sent on 5/15/18 at 10:35 am EST. We were notified on 5/18/18 that the customer purchased a new unit. Had we been advised the customer was unable to reach the vendor we would have assigned another company to the claim.
In an effort to provide good customer service, we can refund the last month of service montly fee of $37.12. We sincerely apologize for your negative experience. If there are additional questions please reach out to us ***.Sincerely,Laura DTotal Home ProtectionToll Free: Hours: Monday - Friday, 9:00am - 6:00pm EST
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because:
Regards
I was confused about the whole process and did not know what to expect. I had never heard of a home warranty before, nor had I ever been a homeowner before. I called Total Home at the recommendation of a friend of mine. A very patient and kind representative explained everything to me, and I got off the phone feeling confident that I had all my questions answered. There was not one sign of rudeness or impatience. At the end of the day, I left feeling happy and content with choosing to purchase my home warranty through THP. I have since used it to do major (necessary) repairs for my guest bathroom. I am now proud to have guests over, because my bathroom looks and functions so well. The contractor who was scheduled to do the work was so professional. I am impressed!
Thank you again for selecting Total Home Protection for all your home warranty needs. We know your time is valuable, so we thank you for your feedback!
I am complaining about this company, TOTAL HOME PROTECTION because I am a care giver for a Disabled Senior Veteran and I want people to know that this company is one of these companies that take advantage of Disabled Seniors and Senior Veterans. This company is a total scam off and will look for any reason to get out of paying any claim. The salesman will lie and tell you that that everything they cover, if it breaks down they either fix it or replace it, It is that simple. He said we do not play games like other home warranty companies. Which was a flat out lie. Do not believe them they are a bunch of lying crooks. I had a condenser go out and they were supposed to replace it. I had my claim assigned to a contractor who was too busy to return my call and set up an appointment. It then took two days and never got my claim reassigned to a contractor .. I had to find one myself and he came out to see what was wrong and he found the problem at 6:30 pm I called total home protection to get an authorization for the technician to do the job, only to find out they already went home. Their hours are east coast and do not have anybody that stays open to answer calls to 7 pm on the west coast. So, if you live on the west coast avoid this company. I live in the desert and take care of a Disabled Senior Veteran who has had three heart attacks and is on a fixed income and that was why he purchased this home warranty to begin with, cannot be in heat for a long time...I had to get it fixed. So I told the technician to fix it..I was told to have to take pictures of what he replaced .. I did that. Then I was told I needed to take pictures of the inside of the unit and of the fan blower motor that the technician said is going out to move forward with our claim I called the technician back and he came back and took pictures. The manager said he would pay for the $69.00 service as well as the first service call fee. .I gave the pictures of what the technician replaced and of the inside of the unit and the fan blower motor that was going out.... and now this morning they told me that they are not covering anything because my unit was dirty. They are telling me that the problem happened because we did not have anyone out to clean the unit. Which is a total lie. The unit is over 15 years. We bought this house 3 years ago. We had a person check out everything when we were purchasing and everything work fined there was no problems. The unit is old and it is outside and is going to get dirty. The real reason was caused by normal wear and tear...The problem is this company and not wanting to honor their policy. My A/C was covered under the warranty. They say because it was dirty that they are not going to cover anything. The manager said he would reimburse me the service fees of $69.00 for both calls. A total of $138.00 and now they are telling me that they are take $45.00 off the top for a service fee they are charging me for a technician that never came out or was assigned to our claim. Remember this company so you can avoid this company. They are a total rip off and will not honor their coverage and are taking full advantage of a Disabled Senior Veteran. The actions of this company prove they have no regards for military veterans or seniors. They are a prime example of companies that mistreat and abuse Veterans and Seniors, when veterans, are the only reason their company would ever exist... TOTAL HOME PROTECTION, remember this company and avoid it like the plague, because they are liars and do not care about veterans or seniors. This company promises the world and delivers nothing.
do not do business with this company they do not pay their bill I am a contractor and they refused to pay our invoices
I had some questions about my home warranty after purchasing it on a whim so I gave Total Home Protection a call to find out some more details. I must say, the customer service was very good. I was not on hold for more than a minute before I was able to speak with a live person directly. Our conversation was very informative, and she offered me a lot of information that I wouldn't have thought to inquire about otherwise. I must've been on the phone with her for close to 30 minutes, and she was completely patient throughout the whole process. Its hard to get good customer service nowadays, so I was really surprised. I'm now more informed on how my warranty works and I am confident that once I decide to use it, if I need any help, someone will be ready to help me at Total Home
Thank you again for selecting Total Home Protection for all your home warranty needs. We know your time is valuable, so we thank you for your feedback!
Two thumbs way way up! My stove broke on Monday and by Tuesday I was back to cooking dinner for my family. Deciding to invest in a home warranty was one of the smartest things I ever did. Also I want to personally thank Tom in customer service, he was amazing. He listened and assured me I had nothing to worry about. He assisted me in selecting and scheduling a contractor. Tom did a great job because the contractor was so knowledgeable and experienced. He fixed my stove in a jiffy. Money well spent. Thank you.
Thank you again for selecting Total Home Protection for all your home warranty needs. We know your time is valuable, so we thank you for your feedback!
Need AC repair
Called company on 5/14/18 for warranty service
Told I would receive an email within 48 hours with the contact information of a professional
I never received any email or call from the company
I called 5/16/18 and was informed they have no professional available serving my area and that I will have to repeat the process of waiting another 48 hrs for an email
The cost of this contract was $2044.00
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 191035/18/2018COMPLAINT 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.
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 Condition claim on 2018-05-14 13:22:29. We assigned K&L Heating & AC on 2018-05-16 12:11:03. As per our policy
III. REQUESTING SERVICE – CALL
B. Upon request for service under normal circumstances, we will contact an authorized Service Contractor within two (2) days during normal business hours and four (4) days on weekends and holidays after you request service. The authorized Service Contractor will contact you to schedule a mutually convenient appointment during normal business hours. We will determine what repairs constitute an emergency and will make reasonable efforts to expedite emergency service. We will accept your request to expedite scheduling of non-emergency service only when a Service Contractor is available. If the Service Contractor agrees to expedite scheduling of a non-emergency service request, you may be required to pay an additional fee.
An email was sent to the customer with the contact information to set up an appointment which may have gone into their spam/junk folder. We have reached out to K&L Heating & AC and have been advised that the technician has tried to contact this customer to schedule an appointment. We have made several calls to the phone number we have on file which is different from the one on this complaint and have left voice messages and have not heard back from this customer. Reimbursement was offered as an option as we were advised there was someone sick in the home and the issue could be expedited much quicker.
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:I was requested to have a leak test done at my expense and submit to the company. I did this and still no decision was made regarding reparing or replacing ACUnit, likewise no communication. Finally I called and cancelled my warranty plan and was issued a check minus $800. I finally replaced the unit at my expense. This company is not credible. I strongly disagree that this company properly addressed this complaint and cited applicable sections of the policy by NO COMMUNICATION!! Shame on them
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 failure was as a result of a non-covered condition.
We sincerely apologize for your negative experience, but this failure is not included in coverage. The customer requested to cancel and a refund check *** for $1,199.25 sent on 6/27/2018. The check was cashed showing the customer accepted the refund indicating the issue is resolved. For additional assistance, please reach out to us .Sincerely,Laura DTotal Home ProtectionToll Free: Hours: Monday - Friday, 9:00am - 6:00pm EST