Total Home Protection Reviews (%countItem)
View Photos
Total Home Protection Rating
Address: 300 McGaw Drive, Ste 2, Edison, New Jersey, United States, 08837
Phone: |
Show more...
|
Web: |
|
E-mails: |
Sign in to see
|
Add contact information for Total Home Protection
Add new contacts
ADVERTISEMENT
If you are a vendor, you might want to reconsider doing business with this company. They rushed me to get a quote to one of their customers and get the work done but they do not respond once you have done the work and sent them your invoice. I sent them a total of 4 invoices and after the 3rd invoice they claimed they were not able to open it. Initially they told me it was in a format that she couldn't open, then Silvia said that it was a blank invoice and now the supervisor Kim says that there was no attachment at all. During the last few weeks I have called practically everyday and have been on hold for 15 minutes at a time and no-one would return any calls. I was finally put through to the supervisor today (Kim) but only because I told Silvia that I was going to call David Johnson. When Kim got on the phone I told her that I am a small business owner. I also told her that if they did not process my invoice that I would be forced to put a lien on the customer's property. To that she replied that if I threatened her she would withhold payment altogether. I wasn't threatening her, I was stating that it is my last resort. I also told her that I replied that I would contact David Johnson and she told me to go ahead, that I would not get to him because that's why he hired her.
Why weren't they returning any of my calls or emails? I I sent them an Invoice on 1/3 (that was the 1st invoice) and then I follow up with a call, why don't they call me back and tell me that they can't access it?
This has been a very unsatisfactory experience and I hope I never have to repeat it.
I bought he home warranty policy on 7/2/2017. It is effective 8/2/2017- 2/3/2021. I paid $974.89 for entire period. Had a heater repair for which they only reimbursed $245 of the total $445 I was billed. although this was a fully covered repair per policy. I tried cancelling policy on 2/12/2018 now hey will only refund $500. they want me to pay premium for 7 months, plus $50 cancellation fee Plus refund the $245 they paid for heater repair. They want to calculate premium based on 36 months instead of 42 months now telling me last 6 months is free. no where is it written in policy. contract is unfair how are they justifying asking consumer to pay premium plus repair cost refunded plus cancellation fee. sales pitch and advertising is cryptic. The cancellation policy is not divulged to the consumer at sign up. they refuse to cover the repair even when policy states it is covered.
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 191032/22/2018COMPLAINT ID: ***To Whom It May Concern:
Thank you contacting us with the above referenced complaint. We at Total Home Protection treat each complaint with the utmost respect and use this feedback to better serve our valued customers. Understandably there are two sides to every story and always look for a fair resolution between all parties.
Ms. Mittal placed a claim for a Heating issue on 12/11/2017. We assigned Absolute Refrigeration Air Conditioning & heating to the claim. The customer wanted to go through reimbursement on 12/12/2017. We sent the customer a Reimbursement Form with instructions on the Reimbursement Process. We received the paid receipt which showed 2 heating elements needed to be replaced. The average repair time is 1.5 - 2 hours, this tecchnician charged 3.5 hrs. We reimbursed this customer at our rates. The customer was not happy and requested tocancel this policy. Please see Cancellation per the policy below
XII. CANCELLATION
A. This Agreement may be cancelled by THP for the following reasons: (i) nonpayment of Agreement fees or other breach of this Agreement by the customer; (ii) nonpayment of Trade Service Call Fee, as stated in section IV; (iii) fraud or misrepresentation by the customer and/or customer representative of facts material to THP’s issuance of this Agreement; or (iv) a change in laws or regulations that has a material effect on the business of THP or THP’s ability to fulfill its obligations under this Agreement.
B. You may cancel this Agreement within the first thirty (30) days of the order date for a full refund of the paid contract fees, less any service costs incurred by us.
C. Mutual agreement of us and you. If this Agreement is canceled after thirty (30) days, you shall be entitled to a pro rata refund at the standard contract fee rate for the unexpired term, less a $50 administrative fee and any service costs incurred by us. If we have provided services and the amount of the service costs incurred by us is greater than the contract fees paid, then no refund will be due to you. All cancellation requests must be submitted in writing.
The customer took a 3 year policy which we gave an additional 6 months free on 7/3/2017 which she paid $974.89.
In an effort to provide good customer service, we have offered to reimburse at the prorated charge $43.67 a month for 7 months instead of 8 months of the policy, any fees paid out in the amount of $245.00 and the cancellation fee of $50.00 which brings her refund to $374.20. The customer was not happy with this amount. We then advised we would reimburse based on the 36 month policy at a rate of $27.08 a month, less the $245.00 for fees paid out and waive the cancellation fee of $50.00 for a refund of $513.25. The customer rejected this offer.
The customer is calculating her pro rated refund by 42 months, which is incorrect being that 6 months were added for free.
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:
1. repair of heater; company agrees it takes up to 2 hours to repair. My heater is in the ceiling a difficult spot to repair. company refusing to pay diagnostic fee which most techs charge 1/2- hour and time spent by tech to obtain part. reviewing several similar complaints on Revdex.com. This is a pattern for this company for refusal to pay for repairs.
2. cancellation policy is unfair. my contract sent by the company clearly stated one month after I signed up the date on policy begins 8/2/2017. policy clearly ends after 42 months. no mention of 6 months free. this is news to me.
3. I don't see how it is fair to the consumer that they need to pay premium PLUS cancellation fee PLUS complete cost of any repairs done during the policy period, if they decide to cancel. This clearly benefits only the company. How is this fair????
4. nowhere in policy it states if cancelled early premium will be calculated based on regular premium. Again company keeps coming back with changed rules, which apparently only they know but never reveal to the consumer. None of this was declared to me when I was sold this policy. the salesman only told me I would be refunded my premium without penalty if I was not happy.
5. Just 2 days ago THP sent me an email ( that is after they responded to this complaint) stating my new policy period started on 7/16/2017 and is for 36 months with 6 months free.I made a complaint. Is it fair for company to change the policy when the consumer asks to cancel so that they can get a higher premium from the consumer?
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 Heating failure was as a result of a non-covered condition. We sincerely apologize for the negative experience, but this failure is not included in coverage.
The customers policy started 7/3/2017 and she requested to cancel the policy on 2/12/2018 . We advised her of the prorated refund of the standard monthly fee for 7 months of having the policy, minus service cost fees and cancellation fee. The customer was not satisfied. We then offered to refund for a 36 month policy, minus the service cost fees incurred and waive the cancellation fee, which the customer also rejected. As a sales incentive, when a customer purchases a 3 year policy we add 6 months of service for free. The policy is for 3 years with 6 months of service for free.This customer is requesting to be reimbursed for 42 months of a policy instead of the 36 in which she paid for. Listed below are the terms and conditions of the policy.
XII. CANCELLATION
A. This Agreement may be cancelled by THP for the following reasons: (i) nonpayment of Agreement fees or other breach of this Agreement by the customer; (ii) nonpayment of Trade Service Call Fee, as stated in section IV; (iii) fraud or misrepresentation by the customer and/or customer representative of facts material to THP’s issuance of this Agreement; or (iv) a change in laws or regulations that has a material effect on the business of THP or THP’s ability to fulfill its obligations under this Agreement.
B. You may cancel this Agreement within the first thirty (30) days of the order date for a full refund of the paid contract fees, less any service costs incurred by us.
C. Mutual agreement of us and you. If this Agreement is canceled after thirty (30) days, you shall be entitled to a pro rate refund at the standard contract fee rate for the unexpired term, less a $50 administrative fee and any service costs incurred by us. If we have provided services and the amount of the service costs incurred by us is greater than the contract fees paid, then no refund will be due to you. All cancellation requests must be submitted in writing.
As a gesture of good customer service, we will prorate the refund over the 36 months instead of the standard contract fee for 7 months of service, less the service costs incurred by us and waive the $50.00 administrative fee. The customer paid $974.89 with 7 months of service at the rate of $27.08 instead of $43.67 standard rate equaling $189.56, less $245.00 paid in fees for prior claim and waiving $50.00 administrative fee. This increased the total refund to $540.33 instead of the previous refund of $374.20.
For additional assistance, please reach out to us .Sincerely,Total Home ProtectionToll Free: Hours: Monday - Friday, 9:00am - 7:00pm EST
My heater was broken for more than 24 hours and when a technician finally came out they refused to fix it, indicating my filter was dirty and they could not repair my heater with a dirt filter.
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 191032/23/2018COMPLAINT 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 Heating System not heating on 2/19/2018. The diagnosis concluded that the cause of the failure was the control board failed. This was a 7 day old policy and was diagnosed as a pre existing issue caused by Lack of Maintenance.
We advised the customer that being the claim was not covered, we would offer 1 month free for each of his 2 policies as a courtesy. The customer accepted this offer. The customer then asked if he was to turn on his unit for the Summer if he would be able to call in the claim at that time and get it repaired. We advised the customer that Proof of Repair would be required prior to us sending another technician out for the same issue. At that point, the customer insisted both policies be cancelled immediately and both policies were cancelled. In an effort to resolve his complaint, we waived the $50.00 cancellation charge for both policies that the customer cancelled.
All claims have been properly serviced in accordance with the Service Agreement - all contracts have inclusions as well as exclusions. We are committed to providing a positive customer experience and doing the right thing for all our customers, contractors, employees, and our company.
We at Total Home Protection have an unwavering commitment to uphold our founding ideals to provide industry-leading home warranty products and exceptional services to the customers we're privileged to serve. If you have any further questions, please contact us at .
Sincerely,Laura DTotal Home ProtectionToll Free: www.totalhomeprotection.com
This is a stealing company just lie to you at the time you purchase the one year warranty from them then they don’t cover anything at all and when you call for repair they don’t send professional people instead they send a handyman who looks around your house and make you scared so I recommend stay away from this fraud company I called their manager to complain he himself was a disrespectful person I told him I gave you a bad review he said I don’t care because I have so many customers and once you buy the plan and you want to cancel it the manager said I gave you 15 dollar back out of 400 please please stay away
I purchased a home warranty for a rental property located at ***. Hixon TN .The A/C unit was not working properly. Total Home Protection had their contracted A/C repairman to come out He came on three separate occasions for problems with this unit. On the last visit he told us and the warranty company it needed to be replaced. The warranty company asked for pictures, which were sent to them by their contract repairman.. They denied the claim saying the unit was dirty. These pictures were of the outside casing inside a closet. The repairman and I could not tell it was dirty from the pictures sent. This unit has been in the house from before we purchased it which was approximately 9 years ago. They just wanted a reason to get out of replacing this unit. We have since replaced the unit since it was not working and we want the warranty company to reimburse us for this. We would appreciate any help in this matter.
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 191032/20/2018COMPLAINT 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 consumer placed a claim for the Heating system on 1/19/2018 stating the unit was not heating properly. We assigned a technician who diagnosed both heating elements burnt out and the blower motor was failing. The technician submitted pictures which our Authorizations team confirmed there was a Lack of Maintenance on the unit causing these failures. Lack of Maintenance will cause the unit to overheat and cause many parts to fail. The claim denial was based on the following exclusions:
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.
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:The warranty company sent their contract repair technician (it was the same person each time )three times prior to the last claim to repair the A/C unit. They never indicated lack of maintenance on the u it and it was repaired. This last time when the technician stated it needed to be replaced they rejected claim because the unit was dirty. Never mentioned lack of maintenance .Now they stated they rejected the claim for lack of maintenance. They are just looking an out not to pay for the replacement
Regards
Total Home Protection properly addressed this complaint and cited applicable sections of the policy, which are grounds for denial of coverage.
In regards to the prior claims, the customer had a claim on 3/29/17 where the capacitor was replaced, this repair was done under the preset authorization amount. On 4/24/17, it was determined a dog had chewed through the wire, which although not covered, it was replaced as it was done under the preset authorization amount. When work is done under the preset authorization amount a detailed diagnosis is not always submitted which would indicate a Lack of Maintenance of the unit at that time.
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 can offer one free service call fee as a courtesy. For additional assistance, please reach out to us .Sincerely,Total Home ProtectionToll Free: Hours: Monday - Friday, 9:00am - 6:00pm ES
I was sold a home warranty for $54 a month. I am on a fixed income SSI. I thought my home was covered.For the first time, I put in a claim.My kitchen sink pipe cracked and was leaking I called Total Home Protection and was given many repairmen's numbers none wanted to deal with this company.Finally one accepts the job the sink was repaired I paid the $45, and he called Total Home Protection and was told that they don't cover all of the repairs the crack and rush of the pipe.I phoned THP and asked what is covered? basically, nothing that I was told when I purchased the warranty.So I cancel my warranty and sent my $45 reimbursement claim fee. Never heard from them, so I called and faxed the forms, two weeks later I called to check on the process and was told it will take 30 days weekdays. I wait for the 40days weekdays, I was told it is in the mail and I such receive it sometime this week,45days nothing I called and was put on hold the head of the department told me that I was not getting my money back because I cancel my policy.My premiums were taken from my bank account every 5th of the month when I canceled my policy warranty it was the 10th of the month. I still had 25 days left on my warranty.And he was yelling at me all the time he talked. NOT A GOOD BUSINESS A SCAM please help me.
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 191032/21/2018COMPLAINT ID: ***To Whom It May Concern:
Thank you contacting us with the above referenced complaint. We at Total Home Protection treat each complaint with the utmost respect and use this feedback to better serve our valued customers. Understandably there are two sides to every story and always look for a fair resolution between all parties.
*** placed a claim for Plumbing issue on 8/1/2017. We assigned Northeast Plumbing & Mechanical to the claim. As per this customers contract, a $45.00 Service Charge Fee is due to the technician upon arrival. The diagnosis we received was the steel piping under the sink was leaking due to rust/corrosion and the shut off valve under the sink needed to be replaced. We advised the customer that the rusted/corroded pipe was not covered per the policy, we covered the shut off valve. We gave authorization to Northeast Plumbing & Mechanical to repair the shut off valve. The customer then submitted a receipt for $45.00 for reimbursement of the service charge fee, which was not owed as she was responsible to pay.The customer cancelled her policy on 8/10/2017. Please see the referenced section of the policy below;
IV. TRADE SERVICE CALL FEE
NOTE: The amount of your Trade Service Call Fee is listed on your Agreement Coverage Summary.
A. You are required to pay a Trade Service Call Fee for each trade service request you submit to us.
B. The Trade Service Call Fee applies to each call dispatched and scheduled, including but not limited to those calls where Coverage is approved or denied, included or excluded, covered or not covered. The Trade Service Call Fee also applies in the event you fail to be present at a scheduled time, or in the event you cancel a service request at the time a Service Contractor is in route to your home or at your home. Failure to pay the Trade Service Call Fee will result in suspension or cancellation of Agreement until such time as the proper Trade Service Call Fee is paid. At that time, the Agreement may be reinstated; however, the contract period will not be extended.
C. If a particular repair or replacement fails within 30 days, we will send a Service Contractor to repair the failure and you will not be charged an additional Trade Service Call Fee.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.We at Total Home Protection have an unwavering commitment to uphold our founding ideals to provide industry-leading home warranty products and exceptional services to the customers we're privileged to serve. If you have any further questions, please contact us at .
Sincerely,Laura DTotal Home ProtectionToll Free: www.totalhomeprotection.com
Total Home Protection properly addressed this complaint and cited applicable sections of the policy. All home service contracts have inclusions as well as exclusions.
In this case the plumbing failure was as a result of a covered and non-covered condition. We sincerely apologize for your negative experience. Although a Service Charge Fee is due for each claim whether covered or non covered, as a gesture of good customer service we will send $45.00 to the customer as a courtesy. For additional assistance, please reach out to us .Sincerely,Total 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
We waited for 2 months for them to come and fix my dishwasher. They told me that they would have to call to get the parts and it would be about 2 weeks. Then, I got a notice from this people to call them. I called them and they said, you did that to the machine and you have mold in the machine. I answered: Of course I have mold in the machine because it had water on the bottom because it was malfunctioning. It took them 2 months to show up to check on the dishwasher. We called them at least a half a dozen time and every time they wouldn't show up.
I cancelled my subscription and I'm demanding a full refund of all the money I have paid them since April 2017.
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 191032/16/2018COMPLAINT ID: ***To Whom It May Concern:
Thank you contacting us with the above referenced complaint. We at Total Home Protection treat each complaint with the utmost respect and use this feedback to better serve our valued customers. Understandably there are two sides to every story and always look for a fair resolution between all parties.
*** placed a claim for a Dishwasher not cleaning or draining water on 11/14/2017. The diagnosis concluded that the cause of the failure was the unit was not working due to the motor humming. The technician found a spoon inside the sump pump. Although this caused a failure, per our policy this failure is excluded from coverage. Please see the referenced section of the policy below;
VII. GENERAL LIMITATIONS OF LIABILITY
D. This Agreement covers only repairs and/or replacements due to mechanical failure attributable to ordinary wear and tear. Accordingly, the Agreement does not cover failures which may result from other causes, such as without limitation abuse; misuse and/or neglect; lack of maintenance; rust and/or corrosion; noise without a related mechanical failure; chemical or sedimentary build up; lightning strikes; missing parts; animal, pet and/or pest damage; power failure; power surge; fire; casualty; acts of God; structural and/or property damage; flood; smoke; earthquake; freeze damage; accidents; war; acts of terrorism; nuclear explosion, reaction, radiation or radioactive contamination; insurrection; riots; vandalism; or intentional destruction of property. This Agreement does not cover mechanical failures resulting directly or indirectly from or caused by mold, mildew, mycotoxins, fungus, bacteria, virus, condensation, and/or wet or dry rot regardless of the source, origin, or location and any other cause or event contributing concurrently or in any sequence to the mechanical failure.
The customer requested to cancel, which we waived the $50.00 early cancellation fee as a courtesy.
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
Please read this before you spend you money on a home warranty with these people. My realtor bought my wife and I a home warranty from Total Home Protection as a gift for doing business with her. I tried to use the warranty twice, once for a hot tub repair that they made up an excuse to not cover even though extra was paid for hot tub coverage. They sent a horrible repair person to my house and I ended up fixing the issue while the guy watched and then expected me to pay him the deductible.
The second time was for A/C and I ended up having to call a legitimate A/C repair person as the one provided by Total Home Warranty contractor was a joke.
Now my policy has expired and I have received 5-7 phone calls from the telemarketing service per week! I keep trying to call and cancel and their sales team has called me by the wrong name, hung up on me, and put my on hold without ever picking up. This was despite the recording constantly reminding me "I'm number one in line". STAY AWAY! I'd rate less than one star if I could.
I have to say that I am very disappointed in this company.. My heater went out on a Saturday and I called them to report a claim. Of course they we're not open until Monday. So I called Monday and no one came out until Thursday evening. They sent out a Technician named Nick from a company called *** LLC. When he came I didn't have a good feeling because he reaked of marijuana and colonge. He told us that the motor went out and that he had to request authorization from the warranty company to complete the work so they could get paid. So he told us that he would come back the next day to complete the work after he gets the okay. So the next day I called the warranty company several times and they kept saying the technician told them he could diagnose or assess my furnace to see what was wrong with it. But that was a lie because he told us what was wrong... So basically the warranty company did not authorize the job to be done... This is crazy because I pay them money monthly to fix major things that go wrong but they didn't hold up their end of the bargain. So I would like my money back. This company is a rip off and just wants your money and not cover home issues.
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.
We were advised by the assigned technician that the unit was disassembled when he arrived at the home and was unable to diagnose the issue. As per the policy
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.
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.
Total Home Protection has been cold calling me for weeks. I have asked four times now to have my number removed from their call list. Unfortunately, this request has not been honored. As a matter of fact, a week ago, when I made that request (again), the salesperson literally said "NO." I said, "What?" and he said, "No. We are going to keep calling," and then he hung up the phone. I received another call the next day, and when I made my complaint to the caller, he insisted that all calls are recorded and that they had *notcalled me before. When I asked for those recordings, they hung up the phone on me. Today, one week later, the same thing happened. They will not remove me from their call list, and when I ask to speak to managers, they hang up the phone on me. This company is literally harassing me, and I'm going to hire a lawyer to obtain the recordings of these calls in which THP repeatedly breaks the law.
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.
Our Sales Team received an inquiry from this customer regarding a price quote for a policy. A member of our team then reached out to this customer. Our system then puts the inquiry into a different queue which then has a different representative reach out, which is the standard sales operating procedure. We have removed this customers name and number from our system and no further calls should be received. We apologize for any inconvenience this may have caused.
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:
1) You have failed to acknowledge the other calls your agents have made
2) You have failed to take responsibility for an agent who contacted me on Wednesday, January 31. When I asked him to remove me from the list, he said "no. we are going to keep calling." And then he hung up the phone.
3) I have received the following calls from your company:
1/22/18 at 11:15 AM
1/31/18 at 2:39 PM
2/2/18 at 9:10 AM
2/7/18. at 9:12 AM
2/8/18. at 10:07 AM
2/8/18. at 10:11 AM
4) I have been lied to repeatedly by your agents. When I have repeatedly asked to be removed from your list, they have told me that all calls are recorded and that no one has contacted me since (fill in a date). Yesterday, your agent named Daniel called repeatedly, and then told me that I had not been contacted since the 5th of January. I did not inquire about your business until weeks after that.
5) When I have asked to speak to management about this issue, I have been hung up on *every time*.
6) Your agents claim that each call is recorded. I demand copies of those recordings. My attorney will be contacting you if they are not available. Your agents have crossed the line from cold-calling to flat-out harassment.
You most certainly have not satisfied my complaint. Please acknowledge everything above, and please do review the phone calls I've referenced, and hold your employees accountable.
Regards
Total Home Protection sincerely apologizes for all calls that were made to this potential customer. The Sales Manager has been advised and has reprimanded the Salesman who did not offer a quality customer service experience when advised to remove this potential customers name. We have made every effort to remove the contact information from our system so no calls will be made or emails will be sent. Sincerely,Laura DTotal Home ProtectionToll Free: Hours: Monday - Friday, 9:00am - 7:00pm EST
We are a contractor in California, Total Home protection contacted us back in Oct 2017 for one of their customers here in California. We received approval from Total home for the job., did the work and sent off the invoice all of this took place in Oct 2017. We have spoken to people at Total Home Protection several times always given the run around. Jan 5 2018 we were told we would have check in 7 days. We did receive a check 10 days later but it was not for the full amount. Once again I called was told a check will go out in 2 weeks. Putting this in the beginning of February. Mine you this took place back in Oct 2017. To this day still no check for final payment.
This company sent someone to our home to repair the water heater. A few days later there is a short in the wiring which causes the water heater to catch on fire. The warranty company did not pay to have the water heater replaced though their company had someone work on it. The company called and was very rude - stating never hearing of a water heater catching on fire. The worker came and inspected and gave a full diagnostic report and they still would not cover it. The man on the phone just said " we don't cover fire" the worker and I both explained it was a shorted wire and the fire was secondary and they continued to be rude. So I had to pay for labor and a new water heater......after I paid a service call fee to have them send someone to work on it. Basically- they seem to cover nothing. I spent $374.25 on this coverage for nothing. They have come to service AC before and would not cover any of it either. I ended up having to buy a new AC right after that.....are you seeing the pattern here?
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 191032/7/2018COMPLAINT ID: ***To Whom It May Concern:
Thank you contacting us with the above referenced complaint. We at Total Home Protection treat each complaint with the utmost respect and use this feedback to better serve our valued customers. Understandably there are two sides to every story and always look for a fair resolution between all parties.
*** placed a claim for her Water Heater on 1/26/2018. We assigned *** to the claim and received the diagnosis on 1/30/2018. We were advised that the water heater caught on fire due to an electrical shortage. Please see the referenced section V- III of the policy below;
This Agreement covers only repairs and/or replacements due to mechanical failure attributable to ordinary wear and tear. Accordingly, the Agreement does not cover failures which may result from other causes, such as without limitation abuse; misuse and/or neglect; lack of maintenance; rust and/or corrosion; noise without a related mechanical failure; chemical or sedimentary build up; lightning strikes; missing parts; animal, pet and/or pest damage; power failure; power surge; fire; casualty; acts of God; structural and/or property damage; flood; smoke; earthquake; freeze damage; accidents; war; acts of terrorism; nuclear explosion, reaction, radiation or radioactive contamination; insurrection; riots; vandalism; or intentional destruction of property. This Agreement does not cover mechanical failures resulting directly or indirectly from or caused by mold, mildew, mycotoxins, fungus, bacteria, virus, condensation, and/or wet or dry rot regardless of the source, origin, or location and any other cause or event contributing concurrently or in any sequence to the mechanical failure.
In regards to the Air Condtioner claim the customer submitted, we received the diganosis from the technician that the compressor locked up and had open windings. The technician also sent in pictures that confirmed there is a large gash and multiple nicks on the inside of the unit. This failure was not covered under our policy as per Section VII D
This Agreement covers only repairs and/or replacements due to mechanical failure attributable to ordinary wear and tear. Accordingly, the Agreement does not cover failures which may result from other causes, such as without limitation abuse; misuse and/or neglect; lack of maintenance; rust and/or corrosion; noise without a related mechanical failure; chemical or sedimentary build up; lightning strikes; missing parts; animal, pet and/or pest damage; power failure; power surge; fire; casualty; acts of God; structural and/or property damage; flood; smoke; earthquake; freeze damage; accidents; war; acts of terrorism; nuclear explosion, reaction, radiation or radioactive contamination; insurrection; riots; vandalism; or intentional destruction of property. This Agreement does not cover mechanical failures resulting directly or indirectly from or caused by mold, mildew, mycotoxins, fungus, bacteria, virus, condensation, and/or wet or dry rot regardless of the source, origin, or location and any other cause or event contributing concurrently or in any sequence to the mechanical failure.We at Total Home Protection have an unwavering commitment to uphold our founding ideals to provide industry-leading home warranty products and exceptional services to the customers we're privileged to serve. If you have any further questions, please contact us at .
Sincerely,Laura DTotal Home ProtectionToll Free: www.totalhomeprotection.com
We have a warranty, we called on Friday afternoon about furnace blowing cold air. They took claim, Now Saturday we have no email as stated, and no call. We called, and in contract it says dispatch will determine if emergency. We told them situation which they agreed was emergency, but supervisor had no one to call, they said they are 3rd party on weekend, and have no way of calling anyone, they just take calls, and sell. OMG.
SO we asked if pipes broke, what was going to happen? They could not answer. We were sold a bag of Crap... This company is rated in top ten as a home warranty company, which is only reason we switch from where we were, the other company atleast would have had someone out here.
Tell us Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 191032/6/2018COMPLAINT 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 his claim on 2/2/2018 at 4:22pm and we assigned *** on 2/5/2018 at 12:36pm. We were within the time frame as specified by the policy under Section III Requesting Service Letter BUpon 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.
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.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:
Ms. Laura Donovan,
Per "We will determine what repairs constitute an emergency and will make reasonable efforts to expedite emergency service". Who is we? DISPATCH has no contact with you once they take over Friday evening until Monday morning. Look up an emergency, I just retired 27 years in Law, been up and down the East Coast, and most can explain what this is, and what constitutes and emergency not your discretion. Case law (look at it). If we were elderly, and could not afford a hotel for 3 days, and pipes broke, no heat you would have put your company in a large civil liability case over a few hundred dollars, which an easy phone call would handle.
If the heat was turned off on a landlord tenant, do you know the consequences in freezing weather? You need to stop with excuses, and putting more people at risk of danager in thier family lives, PLEASE do some homework, and take CUSTOMER SERVICE VERY VERY SERIOUS. Its not about dollars and cents, its about humanity, without that you are no better than a wild animal hunting to survive.
I do not work with companies like this, change your emergency issues siuation, better yet 4 days to get a person to call me, My last company I had a telephone # in 1 hour. REMEMBER YOU CALLED ME 6 PLUS TIMES TO COME, I DID NOT CALL YOU! I can promisie you, top ten home warrantry company will not last long, once the truth is discovered, and more are aware of my problem, then others will come out! To hear my 9 year old daughter crying, why we had to go to a hotel, and then to find one that was pet friendly for our 3 dogs and 3 cats. Many people will think what if it was them, what would they do.
Since we are in the attention of your company... The sales man (you can look who called me 6 times) took my information was to call me once he recived the information from my previous contract with Home Protection Advantage . Promised me you were so much better, had emergency service, would handle my TANKLESS WATER HEATER, was to call me back in December, once he finalized the verification of my service with Home Protection Advantage so I would not have to wait 30 days. My fault for not being on his rear, but I figured TRUST INTEGRITY was what you were all about not a Sales Pitch.
Final----Why I keep saying emergency protection? Because this I WOULD NEVER HAVE PURCHASED KNOWING THIS WAS FALSE. (most situations are emergency becasue of weather, and weekends) Your team is not affiliated with your company on the weekend, your sub out even this service. They HAD NO ONE TO CALL IN AN EMERGENCY. As I and my wife called, and spent an hour on the phone with them. They could not give a name of a known authorized service company you use, I could even pay up front. The temperatures Friday, Saturday and Sunday happen to be in South Carolina below 30, and unlike Philly houses are not built to withstand the cold for long periods. We are from Connecticut, and know the difference.
I know you COULD BE BETTER THAN OTHERS, with Caring CS staff 24x7 affiliated with you, and a list each dispatcher has in their possession for the country, its not to hard, the internet does the work. I leave this up to you...
I would not if I was you ask was my furnace fixed, I will just say yes on Thursday, they came out Monday. If you want details for all to read ask...If not Please make some changes, as you have my telephone # and willing to dicuss, and assist in the needed changes, if it needs to go up the chain so be it. I'm not difficult to work with, just when emergency situations are overlooked, and think the above can be said with no rebuttal, Im the wrong person on this one..
Respectfully,
Chris Lee
Regards,
Christopher Lee
I have purchased 6 years home warranty policy from Total Home Protection company 40 days ago. When I reported my gas heater not working, they assessed it and declined to repair in spite of a part (i.e Electrical assembly with gas valve) Gas Heater. Instead they offered $250 in place of repair. I declined take the offer as I want my Gas Heater repaired through home warranty policy. As I am not satisfied with initial experience, I have cancelled the policy and requested full amount refund as they didn't honor valid claim. I paid full amount of $1500 for 6 years coverage. On cancellation, they are only returing $1100 in stead of $1500. I need atleast 95% total amount paid for 6 years policy. 5% reduction is okay for me as I purchased the policy 40 day ago.
Please help me to get full refund of amount paid Rs 1500 for policy as they didn't honor first repair complaint. I am ok to accept 95% of amount paid.
Thanks
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 191032/8/2018COMPLAINT 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.
*** submitted a claim on 1/23/2018 for his Heating System not coming on. We assigned *** on 1/25/2018 and received the diagnosis on 1/31/2018. We were advised the diagnosis was that the igniter was not working due to a bad gas valve. The gas valve got stuck in turn caused the ignition assembly to fail. Due to the valve not working it cause a secondary failure to the igniter. Per the policy this failure is excluded from coverage. Please see the referenced section of the policy below;
V. COVERAGE B. Heating SystemNote: Coverage available on units up to a 5-ton capacity, and for residential use only.
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.
VII. GENERAL LIMITATIONS OF LIABILITY D.
This Agreement covers only repairs and/or replacements due to mechanical failure attributable to ordinary wear and tear. Accordingly, the Agreement does not cover failures which may result from other causes, such as without limitation abuse; misuse and/or neglect; lack of maintenance; rust and/or corrosion; noise without a related mechanical failure; chemical or sedimentary build up; lightning strikes; missing parts; animal, pet and/or pest damage; power failure; power surge; fire; casualty; acts of God; structural and/or property damage; flood; smoke; earthquake; freeze damage; accidents; war; acts of terrorism; nuclear explosion, reaction, radiation or radioactive contamination; insurrection; riots; vandalism; or intentional destruction of property. This Agreement does not cover mechanical failures resulting directly or indirectly from or caused by mold, mildew, mycotoxins, fungus, bacteria, virus, condensation, and/or wet or dry rot regardless of the source, origin, or location and any other cause or event contributing concurrently or in any sequence to the mechanical failure.
In an effort to provide good customer service, we offered the customer a $250.00 goodwill payment towards this non-covered claim. Unfortunately, the consumer rejected our goodwill gesture. We are committed to providing a positive customer experience and doing the right thing for all our customers, contractors, employees, and our companyWe 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
Hello ***,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 Heating 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 service we offered the customer a additional reimbursement of $250.00 through mediation, which he has accepted. Sincerely,Laura D
Consumer Advocate Specialist
[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 I ACCEPT for closure of this dispute though I may not be fully convinced with the policy non coverage of repair pertains to heating systems for gas valve + actuator combination.
Regards
Total home protection is a fraud, I bought their home insurance, because they told me that they will fix any appliances or replace them. When my air conditioner broke, I Called them to fix and paid detectable and tech came and told that there was a leak and certain parts need to be replaced.
But the total home protect denied the claim, because there was rust on the coil. The tech said it is normal wear and tear where water runs all the time and under static pressure. Even then they denied to pay.
This is absolutely cheating and day light robbery. They collect premium every month and when it come for them to pay they will keep some loop holes like rust and corrosion, which they did not mentioned when I bought the warranty.
this is a bad practice and should be treated as a fraud.
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 191031/292018COMPLAINT 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 1/22/2018. The diagnosis concluded that the cause of the failure was Rust/Corrosion on the Evaporator Coils and in the line set. 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 *** and/or R-22 equipment, and when we are unable to facilitate repair and/or replacement of failed covered equipment at the current *** rating or with R-22 equipment, repair and/or replacement will be performed with 13 ***/*** 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 resolve this complaint, we are currently in the process of working through mediation with this customer to get this matter resolved.
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
In October of 2017, I called in a claim for to fix my dishwasher. I did not get an e-mail detailing information of my claim (as I later learned is their process), What I did get was a phone call from a technician that had received an order to take the claim. The technician showed up in the afternoon as I appeared to be his last stop for the day. He told me about the part that was required to fix the dishwasher and that it would probably be a couple weeks before the part was received. I paid my service call fee, and the technician left.
Due to those facts, I gave the company some time before following up. In November I called the company to follow up on my claim, of which I still did not have a claim number because I had not received any information from the company. It was here when the issues began. I was informed that they had not received any information back from the technician. The representative described a situation where a technician had been assigned the case but THAT technician had sent someone else because they couldn’t make the appointment. Then the Technician realized that indeed the assigned technician had been the one who showed up to my house. The representative had schedule for this “assigned” technician to re-do the visit at my house in order to collect proper documentation. Later on the day of the appointment, Jeremey (the technician) called to let me know that he actually had been the one to come to my house in the initial appointment; and since he had already inspected my dishwasher there was no need for an other appointment. He assured me that he had submitted all the documentation to Total Home Protection.
I contacted Total Home Protection once again, allowing for “processing time” after I had not heard anything again. Again no one knew anything about the status of my claim. It still showed that the technician had not submitted any documentation. The gentleman I spoke to this time promised me to call me back , but never did.
So I called again on December 8, 2017, This time I speak to Jason (the 3rd manager I have spoken to) he promised to investigate and call me back with details. He did return my call and left a msg stating nothing had changed, he would call me Monday.
Surprisingly enough, he did leave a message on Monday December 11th letting me know that the part was ordered. Once again, I never heard back again after that. No email to document what the new status was.
Early January, I call again and this time (a new manager) I am told that the part was “accidentally” shipped to the wrong center. I received a phone call later that day telling me that the part had been ordered and would be shipped overnight. According to the part, it was shipped January 10th. I received the part the on Thursday, and immediately called Total Home Protection to let them know the part was received. I was told that it was my responsibility to call the technician and schedule the appointment. I called the number I was given by that representative but the Voice Mail was full. I tried again with yet no success. Finally the week of the 15th I called Total Home Protection once again, and spoke with Mark (another manager) Mark contacted the technician as he placed me on hold and scheduled an apt for Thursday January 25, 2018 between the hours of 12:00 PM – 4:00 PM. I accepted the appointment. The day arrived, and I never received a phone call from the technician to confirm the appointment.
Finally on January 25th nearing 4PM, I call Total Home Protection requesting a full refund of my payment for the warranty. I was no longer willing to wait to get my dishwasher repaired under their plan.
I had paid $1,500.00 for 6 years of protection. Yet they are only offering little over $800 as a refund. I started my plan with then in June of 2017, it is January 25, 2018, yet I loose half of the value.
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 191032/6/2018COMPLAINT 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.On 11/9/2017 *** placed a claim for her *** Dishwasher stating it was not working properly. We assigned CBS Appliance Repair to the claim. We were advised on 11/21/17 that the technician came out and we needed to get a complete diagnosis of the failure. The technician was unresponsive so we then assigned *** Appliance Repair to the claim and received his diagnosis. Being this was a *** unit, not all technicians work on this unit and the parts are much more difficult to locate. We ordered the part to be shipped to the customer. We were advised by the customer that the part had not been received so we reordered another part and had it sent overnight to the customer. We were then advised by the customer that the technician was not responding. We offered the customer a Goodwill of $100.00 at that time as a courtesty plus repair of her unit for the length of time it was taking to get her unit repaired. At that time the customer requested to cancel her policy on 1/25/2018. We discussed the cancellation policy as outlined in the terms & conditions. An applicable refund of $850.64 is being processed accordingly. Full terms and conditions can be found at http://www.totalhomeprotection.com/terms. As a Goodwill gesture we will offer the customer $1,050.00 refund instead of $850.64 and will be sending her a return label for the part which she received to be returned.
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
[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 okay. It still does not satisfy me, but it's better than what I was offered before. I will never do business with this company again, and do not have any good things to say about them. I still feel like they do not have their business process in place to benefit the customer.
Regards
The Co. was unable to find a service co. to come out to repair my oven. They told me I would have to find someone. I called 3 different repair co. they would not come to repair my oven, unless I paid the hole bill. My part to pay is suppose to be $ 45.00. When I signed up for this that is what I was told $ 45.00. Now they are telling me They allow for $ 100.00 and If the repair is going to be more than that the repair person has to call and get an ok to make the repairs. They are 3 hrs. time difference, that's why some of the repair services will not come out. So After all this calling on my part trying to find someone and have to pay up front for all services, I told them I want to cancel policy. They are charging me to cancel the policy which I don't feel is right. If they did their job I would not have cancelled it. I told them today I was going to turn them in and tell everyone not to use them. so now they said I have to sign a form they are sending me before I can get my refund, minus cancellation fees. Just don't feel that's right.
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 Oven on 12/12/2017. Unable to get an available technician with availability we offered her to go through reimbursement, where the customer would contact their own technician to service the unit and we would send a reimbursement check upon receipt of the invoice.*** was dissatisfied with the terms of service and requested to cancel coverage. In light of this situation, Total Home Protection will refund $456.97 via check.
We at Total Home Protection have an unwavering commitment to uphold our founding ideals to provide industry-leading home warranty products and exceptional services to the customers we're privileged to serve. If you have any questions, please contact me at 1-800-***
Sincerely,
Laura DTotal Home Protection
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Regards
Our experience with THP was terrible! I paid the service fee to have someone fix my dishwasher. He told me he was Going to order the part, days later he said THP said they would just replace me dishwasher it wasn’t worth it. They the best proceeded to tell me they were going to give me 200 dollars for my 800 dollar dishwasher! The contractor called to tell me to consider him when I needed my new dishwasher installed, he would only charge me 30 dollars if I gave him my old dishwasher. The whole thing was a mess! Meanwhile I’ve looked up the part for me dishwasher and it’s only 30 dollars. I just wanted my dishwasher fixed! I went around and around with THP every person I spoke to told me something else. Terrible customer service. The whole thing feels like a huge scam!
On December 16th we placed an order to repair our stove; the operator then asked us if there were any other issues that we could submit on this ticket. They sent their contractor out after a week, after we reminded them that no one was sent out. When he came we asked him about the other claims of which he had no idea what we were talking about, we called the warranty company and they said that the operator had placed the claim later on in the week, so we had to pay a separate service charge for the other orders (unfortunately due to their negligence). Now back to the stove; the contractor looked at the stove and immediately told us why did we not call the manufacturer instead of our warranty company. He then went on to look at the stove and told us that the piece is on back order and that it would take about a week to get there. He also told us that in the meantime he would lend us one of his stoves until the piece came in. We waited a week and he neither had the piece or the stove. We have been back and forth with the Home Warranty company we called multiple times between "oh there is nothing we can do' to "oh this is horrible we will get to the bottom of this and call you back" we have been tossed around. Now it has been over a month with no part, no service, no stove. Now the stove is getting worse and they don't seem to care. We even asked for a different contractor; they have done nothing to resolve the problem.or
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. 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, we are currently in the process of working through mediation with this customer to get this matter resolved.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
I called total home protection 1/9/2018 .I spoke to “ Henry “ asking about a warranty and what it covered, he went over a few plans with us. We finally said NO he kept pushing & pushing $ pushing , he didn’t want to take no for an answer. He finally said you just wasted 25 min, of my time that I can never get back, isn’t that what a sales person is suppose to do ? I hung up on him he called me back & told me to never call his company again “ which isn’t his company ! & went on about wasting his time. Well he wasted my time also, he called me not me him, Henery was VERY unprofessional, if he were my employee he’d be gone . Customer service isn’t like it use to be. So I called to speak to David J the complaint handler & THP just kept me on the phone , it was like henery alerted everyone to not patch me thru to Adminstration, but that’s ok ! Their is more than one way too skin a cat.
Don’t deal with Henry he’s a total rude & unprofessional person !!!