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Address: 300 McGaw Drive, Ste 2, Edison, New Jersey, United States, 08837
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A few months ago, I felt like my house was falling apart. My dishwasher, my plumbing and my washer/dryer combo all needed repairs at the same time. I couldn't imagine being able to afford to do it all at once, nor could I imagine having the time to sit around at home waiting for repair people. I was so stressed and aggravated with life! But that quickly changed when I decided to inquire with Total Home Protection about the warranty I had purchased when I bought my home a year ago. I spoke with a customer service rep named Greg who was more than helpful in easing my mind and helping me figure out the process and payments. THP made it so easy for me to get everything fixed - they already have skilled contractors who they can schedule to come out to you. The claims process was one and done. And for the amount I paid to purchase my warranty, I got a steal of a deal on the repairs. I'm so thankful for THP and their spectactular customer service. They made my home finally feel like it did when I first moved in. Highly recommended!
When I had my water heater die, I was freaking out. It was the middle of winter and I knew I couldn't shell out the money to replace it immediately. I called Total Home Protection to find out if my heater would be covered. I was afraid to tell them that I needed a replacement, but once I described the damage to the sales rep, Gabby, she knew that I would more than likely need a replacement. She assured me that replacements were covered as well, and I was relieved. She did a fantastic job at calming me down and walking me through the process. I felt a ton better afterwards, and the situation was handled quickly. My water heater was replaced in less than 48 hours. A+ customer service!
I filed a claim to have my HVAC repaired. Total Home Protection denied my claim based on a technician from an HVAC contractor that the leak had to have happened before I took out the policy and is therefore a pre-existing condition.
I have recently learned the HVAC contractor, ***, has had their bond canceled. Also how can a technician determine how quickly the coolant leaks out when he doesn't know where the leak is or how big a the hole is, if there is one. I can not get in touch with *** to discuss any of these issues.
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 191035/11/2018COMPLAINT ID: ***To Whom It May Concern:
Thank you contacting us with the above referenced complaint. We at Total Home Protection treat each complaint with the utmost respect and use this feedback to better serve our valued customers. Understandably there are two sides to every story and always look for a fair resolution between all parties.
The customers policy started 4/21/2018 and a claim was placed for a Air Condition not responding to the thermostat on 5/4/2018 stating it had not been working since 5/3/2018. The diagnosis concluded that the unit holds 7 lbs of freon and was missing 3 lbs. The customer was advised that a leak test is needed to determine where the leak is coming from which is not covered under the policy. With the amount of freon loss in the short life of the policy it was determined the failure was a pre existing condition. Per our policy this failure is excluded from coverage. Please see the referenced section of the policy below;
I. BASIS FOR COVERAGE
During the term of this Agreement, we agree to pay the covered costs to repair or replace the items listed as covered on your Agreement Coverage Summary if any such items become inoperable due to mechanical failure caused by normal wear and tear. Determination of Coverage including the operational condition as of the Agreement effective date for any claim will be made solely by us, considering but not limited to, our independent contractor’s diagnosis, hereinafter referred to as the “Service Contractor”. This Agreement does not cover any known or unknown pre-existing conditions. It is understood that WE ARE NOT A SERVICE CONTRACTOR and is not itself undertaking to repair or replace any such systems or components. This Agreement covers single-family homes, new construction homes, condominiums, townhomes, and mobile homes under 5,000 square feet, unless an alternative dwelling type (i.e. above 5,000 square feet or multi-unit home) is applied, and appropriate fees are paid. This Agreement will not cover systems or appliances within (a) commercial properties; (b) residential properties used for business purposes, including, but not limited to, dwellings used for rest homes, day care centers, schools and/or professional offices; (c) common areas of condominiums, multi-family houses and/or cooperatives; (d) vacant properties, and; (e) foreclosed/short sold properties. Coverage applies to the systems and components mentioned as “covered” in accordance with the terms and conditions of this Agreement so long as such systems and components:A. Become inoperable due to normal wear and tear; andB. Are in place and in proper working order on the effective date of this Agreement; andC. Are located inside the confines of the main foundation of the home or attached or detached garage, with the exception of the air conditioner, exterior pool/spa, septic system, and well pump.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 the customer was advised that after the leak test was performed, if only freon was needed to repair the unit, we would offer good will towards the freon. We are waiting for the results of the leak test from the customer.
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 ***2.
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:
The HVAC company never showed up to do the leak test, so there is no way I can give a response. The HVAC company works for Total Home Protection so it there responsibility to make sure they show up to do the job.
Regards
Hello ***
In regards to Complaint *** Total Home Protection properly addressed this complaint and cited applicable sections of the policy. All home service contracts have inclusions as well as exclusions. In this case the customer was informed on 5/8/2018 that a leak test was needed before we could proceed further. The customer was informed that as per the policy a leak test is not covered under the warranty and is the homeowners responsibility. The customer could have used our technician to schedule an appointment to have a leak test or got his own company to come out a do one. Once we get the leak test results we can proceed forward to get this claim resolved. At this point there is nothing further we can do until a leak test is performed.
Sincerely,
Laura D
Consumer Advocate Specialist
My air conditioning unit has a leak that I was unaware of. I called to have a technician sent out who identified the leak. The technician explained that this was no fault of my own and that the biggest problem they run into is that Total Home Protection always likes to push back with rust and corrosion which is not covered. The technician also stated that this is normal wear and tear and was not due to negligence on my part. The coil that has a freon leak is in a small confined space in a container made out of metal. I live in Texas which has a very humid climate so there is going to be rust in a small metal space if there is a leak. Total Home Protection stated that they were not going to cover the replacement of the coil. Instead they offered me as a consolation prize a free service call which is the equivalent of 60$. The coil replacement will cost about 1500-2000$ out of pocket and I have a 11 month old son living in a house without adequate air conditioning at the start of a Texas summer which is a health and safety hazard for my son. I am also a military veteran and a college student. I want the coil and freon replaced so that my son does not end up having a heat related illness because Total Home Warranty does not understand Texas has a humid climate. The whole point behind buying a home warranty was to protect my stuff from normal wear and tear.
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 191035/11/2018COMPLAINT ID: ***
To Whom It May Concern:
Thank you contacting us with the above referenced complaint. We at Total Home Protection treat each complaint with the utmost respect and use this feedback to better serve our valued customers. Understandably there are two sides to every story and always look for a fair resolution between all parties.
The customers policy started 3/23/2018 and a claim was placed for a Air Condition not cooling on 5/8/2018 stating it had not been working since 4/24/2018. During the initial claim call-in questionnaire, we asked the consumer when was the last time the unit was serviced or repaired and were advised never. The diagnosis concluded that the evaporator coil was leaking freon from the coil. The technician sent us a video that shows there was severe rust and corrosion. We understand that rust and corrosion does happen, but the policy covers mechanical failures so per our policy this failure is excluded from coverage. Please see the referenced section of the policy below;
I. BASIS FOR COVERAGEA. 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 the customer a free service charge was offered which the customer rejected.
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
My wife needs a/C due to a health condition and this business is supposed to provide a contractor to come out and repair the A/C unit. It has been 10 days and they are unable to contact the vendor. They suggested REIMBURSEMENT OPTION but when I did the tech was unable to do the diagnostic test due to the age of the unit. He said it would fall apart resulting in an out of service unit replacement. So we are back to trying to reach a vendor/tech with ***. They are still unable to contact a vendor/ tech.
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 191035/9/2018COMPLAINT ID: ***
To Whom It May Concern:
Thank you contacting us with the above referenced complaint. We at *** treat each complaint with the utmost respect and use this feedback to better serve our valued customers. Understandably there are two sides to every story and always look for a fair resolution between all parties.
*** placed a claim for a Air Condition not cooling on 5/1/2018. The diagnosis we received from the customers technician concluded that the cause of the failure was the unit was severely rusted and corroded. We advised a leak test was needed but the customers tech was unable to perform the leak test. 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 we are having our technician go out to perform a 2nd opinion to try to locate the leak in the system.
We at *** have an unwavering commitment to uphold our founding ideals to provide industry-leading home warranty products and exceptional services to the customers we're privileged to serve. If you have any further questions, please contact us at ***
Sincerely,
Laura D ***Toll Free:
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered] I am upset that we had to use an outside vendor. That should not have been necessary. We had to.pay him over $100 and now we are not sure where we stand with the ***. The vendor did the test and told us it was leaking and will probably need Freon but will consult with *** as to what he will be authorized to Do..
Complaint: ***
I am rejecting this response because:
Regards,
***
Also the reason.I.purchased the protection plan was primarily due to a health condition requiring A/C.
We could not afford a new A\C unit on.our own and believed that a home warranty plan was our answer.
We specifically asked if the A/C would be fully covered/ included and were told if it can't be fixed it will be replaced. Our only obligation was the monthly payment and the $45.00 This is not the experience we expected. And again the obligation to them having been met, we expected their obligation to us to be met. AGAIN, that is why we purchased the plan.
We are very disappointed in this company.
At the start of this claim, we were unable for 10 days to reach their vendor. When one has a health condition requiring A/C and limited resources, this can be very frightening and stressful!!
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. We sincerely apologize for your negative experience, but this failure is not included in coverage. As a gesture of good customer we offered the customer a goodwill of $150.00 which the customer accepted. For additional assistance, please reach out to us ***Sincerely,
Laura D ***Toll Free: ***Hours: Monday - Friday, 9:00am - 6:00pm EST
We purchased a warranty plan from Total Home Protection. We are unsatisfied with the handling of the repair of our washing machine. Our washing machine was purchased in March 2016 for $899. The same make and model currently sales for $999. The repair cost was approximately $500. Total Home Protection offered us a buy out of $350 which doesn't even cover the repair.
Background Information: As a homeowner, I did my due diligence to look for a warranty company. I wrote down several questions and called 5 companies to compare. I let all companies know the size of house and the fact that the quality of appliances were similar to a custom home. I bought a plan above the standard to ensure we didn't have any problems with coverage. I asked to see the terms and conditions. The salesman said they could not provide those until we purchased the plan but assured us that everything was covered. Once I received the terms, I was skeptical because they seemed to leave out a lot of potential repairs, but I remained positive. In March 2018, our washing machine broke down. They sent a vendor who we had a lot of communication issues with - they did not return calls. The technician had to come out 3 times to try and figure out what was wrong. I spoke to Jason S, the manager of supervisors, twice and provided my concerns over the quality of work and the lack of communication. Since my washing machine was technically working after the 3rd visit (March 26), he said his hands were tied until it broke down again. On April 30 I called them to let them know my washing machine wasn't working. They said I had to put in a new claim since it was over 30 days. The process needed to start all over again. We tried two more of their vendors with no luck. We finally went to an outside vendor. We provided the repair information and cost. At this point they said there contract stated that they could provided a buy out price that was under the repair cost.
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 Clothes Washer on 4/30/18. The claim was assigned to our technician who unfortunately was not responding. We advised the customer she could get her own technician to diagnose the problem and contact us with the diagnosis prior to any repairs being performed. The customer did get her own technician but we were unable to get a complete diagnosis as the customers technician refused to speak to us. Unable to get a complete diagnosis we offered to buyout the unit in the amount of $350.00, This figure was given as no model#, serial # or any other identifying factors were given by the customers licensed technician. In able to provide good customer service we went against company policy and took the customers submission of a diagnosis instead of speaking to a licensed technician with no proof the information was accurate.
We are committed to providing a positive customer experience and doing the right thing for all our customers, contractors, employees, and our company.
We at Total Home Protection have an unwavering commitment to uphold our founding ideals to provide industry-leading home warranty products and exceptional services to the customers we're privileged to serve. If you have any further questions, please contact us at .
Sincerely,
Laura DTotal Home ProtectionToll Free: www.totalhomeprotection.com
Total Home Protection properly addressed this complaint and cited applicable sections of the policy, which are grounds for a buyout of the unit. All home service contracts have inclusions as well as exclusions. In this case the washing machine had multiple component failures. Being we were unable to get a complete diagnosis from the customers technician that she hired as he was not willing to speak to us, the unit was determined not worth the repair. A check in the amount of $350.00 was sent to the customer on 6/20/2018. For additional assistance, please reach out to us .
[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 am not satisfied with the resolution. I think it is unfair and not customer service orientated to provide a buy out of $350 on a washing machine that cost almost $900.
Regards
Filed the initial repair request to fix my AC unit on April 16. A technician from *** was assigned by THP and he was paid the agreed upon service call fee. He diagnosed the repair to be a problem with the main circuit board and requested one be sent from the warranty company. He explained to me the board was not sending power to the blower motor but the rest of the system was functioning normally and a new board should fix the problem. THP sent the board and when I reached out to the technician he informed me he would not be coming back to install the new circuit board because of a dispute with THP. I repeatedly called the company and they finally assigned a new company to do the repairs on April 26th. This second technician from *** also refused to come out two days later because they would not pay him accordingly. I again had to repeatedly call THP and wait on the customer service department to get someone to process the claim and move it forward. On April 30th a third technician from *** was assigned and he came out to install the circuit board. The board was installed and when the AC was energized it created a huge arc and shorted out the new board. Now none of the outside fans or compressors would kick on. The technician ordered the electrical diagrams from York and returned to complete the circuit board install several days later. He meticulously traced the wires to see if there was any problems and found none. After speaking to THP about what he found, he called me and said he would not be out to finish the repairs because THP would not pay him for his labor. He admitted to short circuiting the main board and bought a replacement out of his pocket. He replaced the board and several other items (capacitor) and correctly installed the second board. He energized the system again and now stated the compressor was bad and I would need to contact THP because he was not going to do anymore work for them. All three technicians were never compensated for their time, especially the 3rd one who spent over 8 hours diagnosing the problem. THP customer service manager Angle assigned to this claim stated the third technician *** said the compressor failed due to a, short to ground, and it would not be covered. I spoke to the third technician *** and he stated that was a flat out lie and never said the compressor failed due to short to ground. The customer service representative Angle stated there was nothing further that could be done and was closing the claim and I should talk to customer service on a different extension and he would close the claim.
Everything was working with the exception of the blower motor when the first technician came out to diagnose the problem because of the bad circuit board. He also stated the circuit board was the problem and the rest of the system appeared to be working properly. After the technician from the 3rd company *** installed the company provided circuit board and it short circuited requiring another board to be installed. ***, the technician properly wired the board and checked to see that it was working properly. The board worked properly but now the compressor was not working. *** called THP and informed the customer service manager Angle of the need for replacement and the cost. He also stated he would not do the installation and would not do any further work for THP.
Angle the customer service agent misrepresented what ***s diagnoses was so they would not have to pay the claim when he called.
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103 5/11/2018COMPLAINT ID: ***To Whom It May Concern:
Thank you contacting us with the above referenced complaint. We at Total Home Protection treat each complaint with the utmost respect and use this feedback to better serve our valued customers. Understandably there are two sides to every story and always look for a fair resolution between all parties.
The customer placed an Air Conditioning claim on 4/16/2018 stating the unit was not turning on. We assigned a company who went out and diagnosed that the control board would need to be replaced in order to complete the diagnosis. The technician advised us he could not get the part. We ordered the part to be sent to the customer. The technician advised us he would not go back out as it was not in his service area. We assigned a new company to the claim but they were overcharging for service so another company was assigned. The new company assigned did install the board that was sent to the customer but the unit shorted the new board out. This required the technician to do wire tracing which is not covered under the policy. The technician even attempted to put a 2nd board in the system, which shorted out once installed. After the second board was installed the technician advised us that the unit is shorted to ground. With the compressor being on its way out it was causing the board to get signals to turn the unit on and off, eventually shorting the boards out. Once it was turned on and shorted the board, it confirmed the compressor was shorted to ground. We were also advised there was no freon in the unit which causes a unit to short to ground. There is no way to know the unit is shorted to ground if it is not coming on, so replacing the board was necessary to get the unit to turn on. The initial failure was the compressor was shorted to ground and the failure to the board was secondary.
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, we can offer the customer a refund of his initial payment less the service costs incurred by us in the amount $229.80.
We at Total Home Protection have an unwavering commitment to uphold our founding ideals to provide industry-leading home warranty products and exceptional services to the customers we're privileged to serve. If you have any further questions, please contact us at ***.
Sincerely,
Laura DTotal Home ProtectionToll Free: (***www.totalhomeprotection.com
Total Home Protection properly addressed this complaint and cited applicable sections of the policy, which are grounds for denial of coverage. All home service contracts have inclusions as well as exclusions. In this case the A/C failure as we were advised by the technician was as a result of a non-covered condition.
We sincerely apologize for your negative experience, but this failure as explained to us is not included in coverage.
As a gesture of good customer please send us your second opinion diagnosis and any information regarding a misdiagnosis from the original technicians diagnosis for us to review at [email protected]
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]
Complaint: ***
I am rejecting this response because: THP has no documentation from any of the technicians who worked on my AC unit, because none of them was every PAID. In order to resolve this issue and prevent it from dragging on any further I feel I have been forced to contacted an attorney to present the truth. I have been advised to put together the technicians sworn statements of what they diagnosed the problem to be when they worked on my unit including the times and dates, and bring the pictures taken by the technician I had to hire proving the unit did not short to ground, and that it was full of freon which directly contradicts THP of what occurred.
Its a shame that THP knowingly tries to deceive their customers and condones this behavior, and hides behind customer service representative policies and lies giving their customers no other choice but to seek legal advice and sue them.
Regards
I am alleging this company is using false misleading advertising and misrepresentations to be able to deny their clients claims. Their contract uses ambiguous language and has failed to asterisk or reference statements that have omissions.
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 Water Heater leaking from the plate on 1/17/2018. The diagnosis concluded that the cause of the failure was that it was leaking from the tank. Per our policy this failure is clearly excluded from coverage. Please see the referenced section of the policy below;
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.
*** placed a claim for her Cooktop on 2/9/18 stating the burner went out. The technician diagnosed the failure to be the right front burner shorted out. *** had a prior Cooktop claim on 1/8/2018 where her left rear burner shorted out and we authorized that repair. As there was a prior failure the month before and with the new failure, it was determined that the 10 year old unit is not worth the repair and as per the policy were offered $300.00 which the customer accepted.
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.
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, we can offer the customer a free service charge fee for her next 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 further questions, please contact us at .
Sincerely,
Laura DTotal Home ProtectionToll Free: www.totalhomeprotection.com
I have my number on the national do not call list. I have received several calls from this company. I called today and told them I was on the do not call list and asked to have my number removed. I was told I had inquired about a home warranty. I told him I had not and his response is "Ted, Ted Ted let's not tell stories." Ted is not the home owner and is not on the mortgage. He pays the cable bill which includes the home phone. I explained that and then I got the repose "OMG" in a very sarcastic tone. This unethical business practice should not be allowed to continue. My home is less than 2 years old and I have no desire to purchase a home warranty, especially from this company.
To Whom It May Concern:
Thank you contacting us with the above referenced complaint. We at *** treat each complaint with the utmost respect and use this feedback to better serve our valued customers. Understandably there are two sides to every story and always look for a fair resolution between all parties.
Please be advised that we have no record in our system for this customer being a lead in our Sales System to be receiving calls. We have checked by name, address and phone number and nothing is coming up. This complaint may have been intended for *** which we are not affiliated with, and not ***.
We at *** have an unwavering commitment to uphold our founding ideals to provide industry-leading home warranty products and exceptional services to the customers we're privileged to serve. If you have any further questions, please contact us at ***
Sincerely,Laura D ***Toll Free:
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because: I called the business and it is clearly ***. I never requested anything from this company so why am I receiving calls at all? The employee I spoke to was one of the most unprofessional and unpleasant people I have spoken to in quite a while.
Regards
properly addressed this complaint. We sincerely apologize for this customers negative experience and would like to assist with a resolution. We have researched further and are still not locating this customer in any of our systems. As an effort to provide good customer service, we have reached out to our Marketing & Research department with the customers name, address, email and phone number he provided in the complaint to keep an eye out for this information in our system and the make sure if it becomes available to have it removed. For further assistance, please reach out to us ***
Sincerely,
Laura D ***Toll Free: ***Hours: Monday - Friday, 9:00am - 6:00pm EST
I purchased an warranty through Total Home Protection for my vacation house in Florida. I'm not there all of the time so sometimes it gets neglected, but when I am ready to stay there, I like to make sure that everything is up to par. I stayed there with some friends last year, and because it was such a large group of us, a few of my appliances were damaged. Maybe from being overworked? I'm not sure. Anyway, with THP, you basically call them for repairs and they are efficient, very helpful and courteous. The communication skills are on point. Once they review the problem, they call to let you know what need to be done and if you are covered or not.
I decided to get everything fixed before my next stay. I spoke with a customer service rep about my options. I think her name was Cathy. She worked with me to schedule the contractors I needed around my availability. She made great suggestions bout which contractors I should have come at the same time, so there wouldn't be a ton of people working on every part of my house at once. Cathy was awesome, and so were the contractors! I had my shower head, my dryer, my bathroom sink and my central air system repaired. My warranty covered a large fraction of those costs and the process could not have been more efficient. Additionally, I have recently scheduled someone to go take a look at my pool, as I am gearing up to head back to the house. I am very pleased with THP's services.
Good if you want to feel like you have protection - but don't expect them to actually pay for anything.
Sign up was easy - took my money never heard back. Had to call 3 times to get an email and hard copy of how to file a claim and plan covarage. No website to file to track claims
Signed up 3 month ago and had 2 claims flied. Both were rejected due bogus interpretation of their own service agreement in direct contradiction to what is written in there:
1. Toilet stop leaking - they said there is corrosion which is why the leak happened and anything corrosion related is not covered. Well - of course there is corrosion after in has been in place for 20 year. Any old plumbing instrument failure can be related to corrosion in some way allowing them to reject all such claims!
2. Water heater turning itself off - Had 2 (!) independent technicians come in and say the Gas valve needs replacement and it does not make sense to do it because it is almost the cost of a new water heater. Guess what - REJECTED! they turned into a sediment buildup which is not covered. There is not relation between gas pilot light going off, and sediment inside the tank. Just a way to weasel out!
As I wrote - The name and advertisement makes you believe you are totally protected. The only protection you will get is on the money they took from you - well protected in their bank.
Thank you contacting us with the above referenced review. We at Total Home Protection treat each review with the utmost respect and use this feedback to better serve our valued customers. Understandably there are two sides to every story and always look for a fair resolution between all parties.
All claims have been properly serviced in accordance with the Service Agreement. We are committed to providing a positive customer experience and doing the right thing for all our customers, contractors, employees, and our company.
The customer placed a claim for a Water Heater. We assigned a company and were advised by the technician that there was sediment in the unit causing the failure which is not covered under the warranty.
The customer got a second opinion technician and the diagnosis was the gas valve, which we reimbursed the customer at our rates.
With the Plumbing claim issue, we were advised by the technician that the angle stops are leaking from the washing machine, they are corroded causing it to leak in the basement. Unfortunately this claim was not covered under the policy as failure from rust/corrosion is excluded in the policy.
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 ***.
Recently, my garage door malfunctioned, causing me to drive my car right into it. Both my garage door and the front of my vehicle was damaged from the accident. I had to pay for my car repairs out of pocket. My garage door, however, was covered by my home warranty plan with Total Home Protection. On the day of the accident, I called up their customer service line and spoke with a client care specialist named Jennifer. I had always had great experiences with the customer service at THP, even prior to me becoming a customer. Jennifer greeted me kindly and talked me through the process of having the repairs done to my garage. She assured me that they had the perfect contractor in mind who was well-experienced in the maintenance and repair of garage doors. He would also be available to come by today if I wanted it done right away. I was thrilled to hear that. The contractor came by within an hour and assessed the damage. As Jennifer had shared, he was definitely experienced and knowledgeable. After looking at the damage, he delivered what I thought to be bad news, "Your garage door is damaged beyond repair and needs to be replaced." Luckily, I knew that my warranty covered replacements as well. The contractor ordered the new door and came by to fix my garage two days later. My garage door works perfectly now and I haven't had an issue with it since. I am very satisfied with the outcome. This home warranty is the best you could have and saves me so much money on repairs.
My wife called me panicking because she could not get her car out of the garage. The garage door refused to open. She was running late for work and was immediately becoming stressed. The garage door opener was making a grinding sound that we'd never heard before. I called Total Home Protection and they sent someone out the same day. The process was probably one of the easiest I've gone through to get something repaired. And the best part of it was, I did not even have to pay anything out of pocket!
The contractor came right on time, and was able to get the garage door open immediately. He then repaired the garage door after pinpointing the issue, so that we would never have this issue again. He even took a look at the garage door opener and tested it a few times to make sure it was running smoothly. I can happily say, since that day, I have never had an issue with my garage door again. My wife and I are so glad we purchased our warranty from Total Home. You saved the day!
This company in my opinion is nothing but a SCAM. In early March, 2018. I had put in a claim request with regards to my kitchen sink being clogged as a result of the garbage disposal not working.I was told that I will be contacted within 24-48hrs to follow up on that request.I did not receive a call way beyond that time limit. This also in addition to the fact that they had initially denied my claim which is included in my contract. I had to call back at a different time and requested to speak to a supervisor before my claim was granted for repair. After waiting, and no response from them, even when I had called and was placed on hold. I was forced to fix the issue myself and came out of pocket paying for the damages. I requested a refund from the company, they had me fill out a reimbursement form and up till this very moment have not received my refund for coming out of pocket fixing the issue that should have been taken care of by them. They claimed that my account was not in good standing, so therefore, they cannot give me a refund.Bear in mind that my account was in good standing at the time claim was requested and completed by me.I decided on purpose to cancel the credit card I have on file with them so they're not able to take money out of my account until my refund has been processed. I have copies of receipts for work done and I have forwarded this document to them. Companies like this need to be hold accountable for offering services, taking money out of people's account, and not fulfilling their part of the contract.I fixed the issue and was still not able to be refunded. This is bogus and unacceptable.
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 191034/30/2018COMPLAINT 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 Garbage Disposal not grinding on 3/9/18. We assigned *** to the claim the same day. We received a call from the customer on 3/15/18 stating that the tech did not show and he went and got his own technician. We were never advised by the customer that the technician did not show. Work was performed without authorization. As per the policy
III. REQUESTING SERVICE –
E. In the event we authorize or request you to contact an independent service contractor to perform a covered service, we will provide reimbursement for an authorized amount of the cost you incur for the repair or replacement services. Acceptable proof of the repair and your actual itemized costs must be provided to and approved by us before any reimbursement will be paid. We are not responsible for expenses you incur without our express consent. We will not reimburse you for any costs associated with unauthorized repairs or work performed by unauthorized contractors.
We advised the customer at that time that work can not be performed without our consent but to send in the receipt for review for reimbursement. We received the receipt which stated it was a mainline stoppage and we agreed to reimburse the customer. The bill was $125.00- $45.00 (service charge fee)= $80.00 reimbursement. On 3/29/18 we received the receipt, at which time the customers account was in a past due status. We advised the customer that the account must be brought current as our system will not initiate a payment while the account is in past due. The customer requested to cancel.
In an effort to provide good customer service a Retention Manager offered to put the reimbursement towards the past due balance of $32.75 and skip the next two months payments which was over the reimbursement amount of $80.00 totaling $98.25. The customer declined and disconnected the call. Attempts were made to reach the customer to get the issue resolved but was advised to stop calling.
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:
Yes, the company assigned a contractor to fix the issue I was having, I have no idea who this contractor was, and I did reach out to Total Home, to find out when they will be coming to fix the problem. No one showed up which left me no choice than to find a private contractor to rectify the problem. I was very displeased with the manner Total Home handled the incident, reason why I have decided to part ways with them. I believe it is their responsibility to follow up with their contractors on claims completion. My account was still in good standing at the time of this claim, which is why your company have agreed to reimburse me, why the change of stance now? It is apparent to me that accountability is not something this company pride itself on. It is pointless to me to have my reimbursement froward to past dues if I have no intention on doing business with you. I am requesting that Total home take out their deductible of $45, and forward me the remainder of my money, $80. My account was good standing at the time of my claim which validates this request.
Regards
We have reimbursed this customer the $80.00 as requested in his complaint on 5/1/2018 check #***.
Best Regards,
Laura D
Consumer Advocate Specialist
In October 2017 I filed a claim for a new ice maker for my refrigerator. Todayis April 26, 2018 and I still have not received the ice maker but have still been paying the monthly premiums for this service. Also, I filed a claim for my dishwasher front panel February 1, 2018 and have yet to have it repaired. The repairman from the *** gives me the runaround, says the part came in and was damaged and had to be returned, etc. I am sick to death of the "glad handing" I get from this company and feel they should be closed down. All they're interested in is the monthly premium I pay rather than customer satisfaction. I will not EVER hire another home warranty company for my appliance repair. It's cheaper and more cost effective to have a local repairman for needed repairs. These people are absolute ripoff artists and should be closed down.
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 191035/2/2018COMPLAINT ID: ***To Whom It May Concern:
Thank you contacting us with the above referenced complaint. We at *** treat each complaint with the utmost respect and use this feedback to better serve our valued customers. Understandably there are two sides to every story and always look for a fair resolution between all parties.
*** submitted a claim for her Ice Maker on 1/31/2018 and we assigned a company the same day. We received the diagnosis that the ice maker assembly and the ice maker assembly tray failed. We were advised by the technician that the part was on back order with no estimated date to have the parts. When the customer called back in March, we advised they were still on back order and offered $200.00 to buyout the icemaker unit. The customer rejected the offer. We were advised in April that the parts were now available but the technician was not responding. We offered to assign another company and waive the service charge fee but the customer requested to cancel.
As for the Dishwasher claim placed on 1/31/18 we assigned the same technician as the ice maker claim and authorized the repair. Unfortunately the technician stopped responding to both the customer and our company. We offered to assign another company and waive the service charge fee, but the customer requested to cancel due to both claims not being completed in a timely manner.
In an effort to provide good customer service we offered free service charge fees for her future claims prior to her request for cancellation.
We are committed to providing a positive customer experience and doing the right thing for all our customers, contractors, employees, and our company. Although she cancelled her policy with no refund due, we are willing to refund all monies paid in as no service was rendered of $317.97
We at *** have an unwavering commitment to uphold our founding ideals to provide industry-leading home warranty products and exceptional services to the customers we're privileged to serve
Sincerely,
Laura D
[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
After contacting the company on 3 separate occasions to put in claims from my tenant and on each occasion being told that it is not covered or that it is covered only under the "optional" portion of the policy that I did not purchase; I finally cancelled the Home Warranty policy.
I paid in full for the policy but when I got the cancellation notice from the company, they advised that no refund is due. They policy end date is was 12/3/18 so I need help.
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 191034/30/2018COMPLAINT 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.
Please note that the consumer requested to cancel service on 4/25/2018. We discussed the cancellation policy as outlined in the terms & conditions. An applicable refund of $86.98, which the customer accepted is being processed accordingly. Full terms and conditions can be found at http://www.totalhomeprotection.com/terms.
We at Total Home Protection have an unwavering commitment to uphold our founding ideals to provide industry-leading home warranty products and exceptional services to the customers we're privileged to serve. If the consumer would like to cancel coverage, please call to process this request.
Sincerely,Laura DTotal Home ProtectionToll Free: www.totalhomeprotection.com
I obtained a contract with this company in August of 2017, making payments every month. I filed a claim on 4/2/18 for a plumbing issue. They said that the would contact a plumber in my area and get back to me in two days or less. After one week of not hearing from them, I called to inquire. I was then told that they were having problems finding a plumber in my area, but they would keep looking and get back to me. I heard nothing. After hearing from no one I called and cancelled my membership. After paying over $250 in monthly fees, I got nothing. I'll like a refund.
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.
This customer opened his policy with monthly installments. He requested to cancel his policy so in accordance with our policy, no refund was due. As a gesture of good customer service being this customer had no services rendered, we offered a complete refund of $294.75 which the customer 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 the consumer would like to cancel coverage, please call to process this request.
Sincerely,
Laura DTotal Home ProtectionToll Free: www.totalhomeprotection.com
I am a landlord who purchased a Total Home Protection (THP) policy at the suggestion of a broker I work with. THP panned out to be exactly what he described to me. We find THP most beneficial during turn-over, but most recently, I had some tenants move out last-minute and left the apartment in disarray. They hadn't reported any of the issues with the appliances so I was left with a broken dryer, and a faulty oven.
My broker quickly received a few offers on the apartments, but we both knew we needed to have some work done before anyone moved in. I was lucky to have THP because it saved me so much time and money. Once I submitted my request, THP quickly responded with reputable service providers, who I coordinated with directly. I was able to have my dryer fixed the next day and the oven fixed two days later (after waiting for a part to be delivered). It was a quick and seamless process, exactly what I was looking for.
On 3/17/2018, a subcontractor/employee of *** arrived at our resident to diagnosis the HVAC system in the attic.
Contractor company name: ***.
Technician entered our home without one single piece of equipment and or diagnostics tools. Just his personal cell phone.
Technician went to attic using his cell phone flash light as a diagnostic tool. Took photos of both units.
According to the cell phone photos, *** and *** both HVAV units which are only 11 year old are in need of replacement due to cracked heat exchanger. An internal part that is impossible to diagnosis/see with out removing the unit out and cutting the outer shell/skin of the unit and or using a probe camera that would be inserted via the service ports to actually see and document any possible cracks.
*** and *** dubiously charged us $45 dollars for unprofessional and misdiagnosed service visit based on cell phone photos.
Total cost to replace both units as per their estimate is around $5000 dollars.
March 30, 2018.
We hired a reputable company to come and diagnosis both units. Their finding based on actual diagnosis via an advanced gas leak detector, there is NO CRACKED HEAT EXCHANGER IN BOTH UNITS. Both units are in excellent working order.
An e mail was sent to ***.
On April 5, 2018, to Jason S ***
Follow-up e mail also sent Jason S
on April 13, 2018 ***
No reply as of today 4/19/2018.
***Resolution***
Refund of $45 for the “service call” which was not a professional or productive encounter.
Please feel free to contact me if I can be more help to you.
Your help and consideration regarding this matter is greatly appreciated.
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 191034/30/2018COMPLAINT ID: ***To Whom It May Concern:
Thank you contacting us with the above referenced complaint. We at *** treat each complaint with the utmost respect and use this feedback to better serve our valued customers. Understandably there are two sides to every story and always look for a fair resolution between all parties.
Mr. placed a claim for a Heating System for smelling gas and the gas company closing the gas line on 3/12/2018. The diagnosis concluded that the cause of the failure was a cracked heat exchanger. Per our policy this failure is clearly excluded from coverage. Please see the referenced section of the policy below;
I. BASIS FOR COVERAGE
B. Heating SystemNote: Coverage available on units up to a 5-ton capacity, and for residential use only.COVERED: Mechanical parts and components of two (2) systems, either hot water and steam heating system or centrally ducted forced air gas/electric/oil heating system or electric baseboard units, if providing the primary source of heat in dwelling, as follows: accessible ductwork from covered heating unit to point of attachment to register/grill; blower fan motors; burners; controls; fan blades; heat/cool thermostats (programmable and electronic set back units will be replaced only with standard units); heat exchangers; heating elements; ignitor and pilot assemblies; internal system controls; wiring; and relays; motors (excludes dampers); and switches. Electric baseboard units are covered if they are the primary source of heating for the property.NOT COVERED: Chimneys, flues, and liners; cleaning and re-lighting of pilots; concrete encased or inaccessible ductwork; concrete encased or inaccessible steam or radiant heating coils or lines; conditions of water flow restriction due to scale, rust, minerals and other deposits; cracked heat exchangers; rusted and/or corroded heat exchangers; maintenance and cleaning; calcium build-up; evaporator coil pan; primary or secondary drain pans; fossil and dual fuel control systems and other energy management systems and controls; dampers; asbestos insulated ductwork or piping; electric baseboard heat unless primary heating system in home; filters (including electronic/electrostatic and de-ionizing filter systems); fireplaces and their respective components and gas lines; free-standing or portable heating units; heat lamps; pellet stoves; fuel storage tanks, lines, and filters; gas log systems, including gas feed lines; valves; key valves; oil filters, nozzles, or strainers; humidifiers; inaccessible water/steam lines leading to or from system; backflow preventers; individual space heaters; panels and/or cabinetry; radiant heating systems built into walls, floors or ceilings; registers and grills; secondary units; solar heating devices and components; maintenance; noise without a related mechanical failure; improperly sized heating systems; mismatched systems; and structural components.
All claims have been properly serviced in accordance with the Service Agreement - all contracts have inclusions as well as exclusions. We are committed to providing a positive customer experience and doing the right thing for all our customers, contractors, employees, and our company.
A Supervisor reached out to this customer by email on 4/13/2018 to advise to send in his 2nd opinion disputing our technician's diagnosis and he would then be refunded for the $45.00 service charge fee he paid, which no response was ever received. In an effort to resolve this complaint and provide good customer service we can add a free service charge fee to this customers account for his next claim.
We at *** have an unwavering commitment to uphold our founding ideals to provide industry-leading home warranty products and exceptional services to the customers we're privileged to serve. If you have any further questions, please contact us at ***
Sincerely,
Laura D ***Toll Free:
properly addressed this complaint and cited 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 we have worked with the customer through mediation and have offered a free service charge to the customers account which was accepted.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Regards
There was an issue that needed servicing in my master bathroom. The contractor discovered the issue with the pipes due to clauking, not done by myself, home purchased like that. When he contacted *** they declined the repair. I called and spoke with someone very rude and he cancelled my policy after talking over me, telling me he was the highest chain of comman and there was only the board of directors above him. When I checked my email that is where I discovered he cancelled my policy and I was not due a refund when the premium was just paid on 4/17/18 on yesterday. I called back and again they transferred me to this gentleman who was extremely rude and told me I said to cancel and I did not say cancel immediately, I requested the cancellation for 5/16 and for the draft to be stopped I’mmeditately so that they would not draft and I have to be refunded my money under a requested cancellation. The contractor advised them all the same that he would no longer be working with this company because of the poor service and how they treat their customers.
Revdex.com***
4/30/2018COMPLAINT ID: ***To Whom It May Concern:
Thank you contacting us with the above referenced complaint. We at *** treat each complaint with the utmost respect and use this feedback to better serve our valued customers. Understandably there are two sides to every story and always look for a fair resolution between all parties.
*** requested a claim for a Plumbing issue on 4/17/2018 stating the sink was not draining. We received a diagnosis from the technician stating the master sink was clogged and needed to be snaked. We were also advised that the P trap had been caulked to the drain which was an improper install and there was no access. We approved the claim for the snaking of the line. The customer was advised that providing access is not covered. The customer was upset that access was not covered and was transferred to a Supervisor who advised the same. Upon her request to cancel the policy the call was sent to our Retention department. *** advised that she wanted to cancel the policy but not until May 17th. Our representative advised that we can not predate a cancellation and she would need to contact us back on the same day as she wants the policy cancelled. We were advised to stop payment now and she disconnected the call. The policy was then cancelled with no refund. As per the policy
F. Plumbing System and Stoppage
Note: Mainline stoppages are only covered if there is an accessible ground level clean out.
COVERED: Leaks and breaks of water, drain, gas, waste or vent lines, except if caused by freezing or roots; toilet tanks, bowls and mechanisms within the toilet tank (replaced with builder’s grade as necessary); toilet wax ring seals; valves for shower, tub, and diverter angle stops, rinses and gate valves; permanently installed interior sump pumps; built-in bathtub whirlpool motor and pump assemblies; stoppages and/or clogs in drain and sewer lines up to 100 feet from access point. Repair and finish of any walls or ceilings where it is necessary to break through to effect repair is only covered to the following extent: repair of walls or ceilings to rough finish up to $500 per claim. Rough finish is defined to include hanging of drywall, patching of drywall, stucco, and lath. Repair to rough finish does not include supplies or labor for paint, sanding, wall texture, wallpaper and/or tile work.
NOT COVERED: All plumbing in or under the ground, foundation or slab; all piping and plumbing outside of the perimeter of the foundation; any piping or plumbing in a detached structure; stoppage of concrete encased lines; any fees for locating, accessing or installing cleanouts; removal of water closets/toilets in order to clear stoppages, any fees for photo/video equipment, hydro-jetting equipment; jet or steam clearing; chemicals; stoppages caused by root invasion; stoppages caused by foreign objects, such as but not limited to, sanitary wipes, toys, bottle caps, etc.; bath tubs; toilet lids and seats; sinks; cracked porcelain; basket and strainers; pop-up assemblies; tub waste overflow; glass; bidets; electronic toilets/bidets; caulking or grout; color or purity of the water in the system; concrete encased plumbing; conditions of insufficient or excessive water pressure; conditions of water flow restriction due to scale, rust, sediment, and other deposits; exterior hose bibs; faucets and fixtures; water softeners; freeze damage; holding and pressure tanks; jet pumps; laundry tubs; lawn sprinkler systems; saunas and/or steam systems; polybutylene or quest piping; galvanized drain lines; drum traps; flange; repair and finish of any floors where it is necessary to break through to effect repairs; septic tanks and systems in or outside of the home; sewage ejector pumps; sewer and water laterals; shower enclosures and base pans. We will pay no more than $500 per contract term for access, diagnosis, repair and/or replacement.
In an effort to provide good customer service we can refund her last payment of $32.75
We at *** have an unwavering commitment to uphold our founding ideals to provide industry-leading home warranty products and exceptional services to the customers we're privileged to serve.
Sincerely,Laura D
properly addressed this complaint and cited applicable sections of the policy, which are grounds for the non covered issue. All home service contracts have inclusions as well as exclusions. We covered snaking the drain but In this case where the P-trap was caulked to the drain , this is the result of a non-covered condition. We sincerely apologize for your negative experience, but this failure is not included in coverage. As a gesture of good customer service we can refund the last monthly payment taken of $32.75 as a courtesy. For additional assistance, please reach out to us ***Sincerely,Laura D ***Hours: Monday - Friday, 9:00am - 6:00pm EST
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
I am accepting it, but will never conduct business with your company and all contractors that are no longer working with your company is part of my satisfaction. Your company will find it very difficult to prosper. My complaint will forsure not be the last to the Revdex.com and no wonder you’ll rank worst as you’ll do. My previous company warned me and so I will return to them where they know how to treat their customers.
Regards