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Address: 300 McGaw Drive, Ste 2, Edison, New Jersey, United States, 08837
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I have a home warranty contract with this company, my heating system is not working so I filed a claim, the heating system is a covered item but they are refusing to honor the claim,saying a power surge caused the damage therefore they will not cover the damage.I have diabetes and a hart condition and I have not had heat in 6 days now and do not know when this issue will be resolved.
this company needs to be put out of business in looking at the past reviews they have a history of rejecting their custumers claims.
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 1-800-
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 Heater failure was caused as a result of a non-covered condition. The customer provided a diagnosis from a 2nd opinion technician from *** and found that the board scored the transformer and there is physical damage. This is not a normal wear and tear failure. We have offered the customer a Goodwill of $330.00 which the customer has accepted.
Best Regards,
Laura D
Consumer Advocate Specialist
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Regards
Worst experience ever. Inept handling of our claim. Horrible customer service. Despite our following all the proper steps and requests, they’re basing their rejection on a photograph, and not the testimony of an industry professional.
Spend your money elsewhere and avoid a headache and freezing in the winter!
This is a fraudulent company that does stand behind their policy! DONOT sign up with them!! Filed a claim and they stated it was "preexisiting".....ah, no, our washer broke down with no warning (exactly why you have a Home Warranty), and they claim it was preexisitng so it isn't covered. They should have an inspection of items in the home for them to stand behind that statement then-to protect themselves. How can they possibly say that?? And at what time in the policy do they not use that as their blanket statement....in other words, they have an "out" for any possible claim they get. It's no wonder they couldn't find a tech to come out that was willing to work with them! Total scam!
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.
This customers policy became effective on 12/14/17 and she contacted us on 12/18/17 advising that her washer started smoking while clothes were washing. She stated the last time the unit was working properly was 12/16/18. The technician diagnosed the rear tub and basket were worn out. It was determined that it was multiple component failures that could not happen within the two to four days of the policy being in effect. This is not an immediate failure and it takes time for the rear tub and basket to wear down to the point of the unit starting to smoke.
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 ***.
I filed a claim December 6th for my dryer. It is January 3 2018 and my dryer is still not fixed. Total home protection instisted on ordering th e parts and having them sent to my home. Well I only have some of the part and they just adv me the other parts or on back order and where just sent out but they don't have a tracking # or know when they will arrive. I have asked to speak to a manager but was adv managers don't speak to customers. I want a refund of 45.00 for the service fee. I want to cancel with the company due to the fact they do not do as advertised
Thank you contacting us with the above referenced complaint. We at Total Home Protection treat each complaint with the utmost respect and use this feedback to better serve our valued customers. Understandably there are two sides to every story and always look for a fair resolution between all parties.
Please be advised that this claim was approved, and parts have been ordered by our supplier. Unfortunately, the parts were on backorder, which delayed completion of the claim. We spoke to the consumer on 1/3/18 and advised that parts were being sent overnight:
(O. This Agreement does not cover delays or failures to provide service caused by, or related to any of the exclusions listed herein; shortages of labor and/or materials; or any other cause beyond our reasonable control. This Agreement does not cover additional charges to access or transport materials, supplies, or independent Service Contractors to the covered property due to lack of or inhibited serviceability, such as but not limited to, tolls, required use of ferries or barges and/or remote locations.)
We will be sure to follow-up on the part delivery accordingly. If you have any further questions, please contact us at ***.
This company is a scam. I got one year coverage in April 2017 and on December 28th called to file a claim for sump pump issue. A technician was sent out and I paid the service fee. A week later I called to inform them that the repairs have not been done. I was informed that I wold hear from them the next day. I did receive the call but was told the sump pump was not covered. I informed them wanted to cancel my policy and would like a refund since the policy was paid in full. Emanuel told me there will be no refund but I will be charged a cancellation fee. I asked why was a technician sent out if the sump pump was not covered........no answer. DO NOT DO BUSINESS WITH THIS COMPANY, THEY ARE SCAMMERS..
I bought my first home in September. I found an amazing deal, and decided to go with Total Home Protection, worst decision I could have made. First, they told me it did not matter if I do my warranty with escrow. It does! We moved in and our AC broke, costing $800. The warranty would have began right away if done through escrow, however, it didnt start til a month later. Then at the end of October our dishwasher was not draining. The first technician they gave us would not answer my calls or emails, a few hours later they sent me some one new. Then, the home warranty company would not cover it because it was a "pre-existing issue" (some cap was not removed), I got charged $200. Now our heater is broken. I called in Friday evening and they tried to tell me I could not file the claim because it probably was not working when I moved in. Long story short they decided to take the claim and gave me the info for a technician. Well, I called him and he said he no longer works with them. So I try calling back and sit on hold for 40 minutes, I decide to hang up and try calling in again, but cant get through because they closed at 7pm. I try another extension. I am then told they cannot help me and I will have to wait to Tuesday to get it fixed.
This company is a scam, and horrible to work with. WHATEVER YOU DO, DO NOT GET A HOME WARRANTY THROUGH TOTAL HOME PROTECTION!!!! They do not even deserve one star.
I have a contract with Total Home Protection as of 7/14/17, I filed a claim on my Tankless hot water heater that is an added coverage that I pay extra for, that started leaking, they sent out one of there contracted plumbers who sent the co. a repair estimate of $1117 and a replace estimate of $2500. The Co. then offered me $500 saying it is a "plumbing issue" witch it is not. I said that is not acceptable and was told they would see what they could do about getting more money. When they got back to me they told me they will not pay anything for the claim now because it is not covered because of "rust and corrosion" that is not covered. I talked to the plumber they had come out and he agreed that the corrosion was caused my the leak and not that the corrosion caused the leak.
They still refused to pay the claim but would now pay me $200 to close out the claim and cancel the contract. They also have a limit for all claims of $1500
but I was told by there sales person that there is NO limit on what they would pay out to replace or repair a tankless hot water heater and I have him recorded saying so. The main reason I purchased this contract was for the hot water heater if I know there was a limit of $500 or $1500 I would not have done so.
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 a tankless hot water heating on 11/27/17. The claim was assigned to ***. The failure was due to rust and/or corrosion, as well as failure to flush and perform maintenance on the unit:
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 $200 goodwill payment towards this non-covered claim. Unfortunately, the consumer rejected our goodwill gesture, and opted to terminate their contract. As a courtesy we waived the $50 early termination fee. We are committed to providing a positive customer experience and doing the right thing for all our customers, contractors, employees, and our company.
If you have any further questions, please contact us at .
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 Water Heater failure was caused as a result of a non-covered condition. We have offered the customer a Goodwill of $200.00 which the customer rejected as he felt the failure should be covered entirely. As a courtesy we waived the $50.00 Cancellation Fee.
[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:First off it has taken about 40 days for Total Home Protection to respond after they asked for the invoice from the plumber and just to say the same old thing AGAIN ,just so they can drag this on for longer. As they do not want to settle my complain thru the Revdex.com I will now file a complaint with the Attorney Generals office in PA and add my complaint about this co. to the MANY others out they on the internet.
Regards
I purchased a Platinum Level (highest option) Home protection plan in June of 2017. The plan term is 6/11/17 to 8/12/18 and is advertised as covering various home systems (including heating systems) for unexpected breakage and repairs. Ray T is the salesperson who walked me through this process initially and answered multiple questions I had about the warranty. He indicated that should I encounter an unexpected issue with my AC system, Heating System, etc it would be covered by the Home Protection Plan.
Several weeks ago my heating furnace stopped working. I filed a claim and HPP sent out one of their contractors to investigate. The contractor could not determine the source of the issue but indicated that it appears that there may be a wire short in the system. After about a week of trying to get a hold of someone at HPP, they indicated they do not cover wire tracing which is what is needed here. I advised them that their contract technician was a very young man who did not appear to be too knowledgeable. I insisted they send out someone again to look since I already paid the visit fee. They sent out someone else who was better informed and diagnosed the issue as a faulty fan motor and bad switch. I again had to continuously call HPP to find out the status of the repairs. Initially they indicated that they would not cover anything because the switch caused the fan motor issue or something to that extent. I advised them that is not acceptable as their contract does not specify anything like that. The furnace went bad, it's cold in the house and has been for weeks and I expect them to honor their advertised services and contract. They finally agreed to fix the $100 switch issue but declined and did not authorize their contractor to fix the more expensive broken fan motor. I called several times and asked to speak to a supervisor or director of their operation. They kept giving me the run around and promised someone would call me back.
Tell us wh
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 service contracts have inclusions as well as exclusions. Unfortunately, this claim did fall outside the scope of the THP coverage. However, in an effort to provide good customer service and resolve this complaint, we will issue a full refund of paid contract fees. A check will be mailed to the consumer within 7-10 business days. 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 *** extension *.
Sincerely,
David J Total Home Protection Toll Free: www.totalhomeprotection.com
y here...
[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. It is unfortunate that this resolution was even necessary and only came after involving your agency and posting multiple complaints and my experience on social media. I am hopeful that the thousands of other wronged consumers that have expressed them dismay with the business ethics of total home protection get some type of resolve as well by not taking their situation lying down and doing something about it. The proof is out there for anyone to read. And despite the merchants well articulated and elequant response, it is simply not based on truth or facts. The merchants own hired contractors would testify to the fact that they were and are responsible for the repairs in question based on their contract. They simply choose not to do so and in this case providing the consumer a refund is the least expensive option for them. Their promises and marketing are also fraudulent as they try to mislead that their Revdex.com standing is accredited and in good standing, which to my understanding is far from the truth.
I have no doubt that total home protection runs a unethical and scamful operation. There is enough public information available to show that. I am grateful that agencies like the Revdex.com exist to help protect and help consumers, and am hopeful that you guys help spread the word on these sheisters and help protect consumers
Regards
TOTAL HOME PROTECTION FAILED TO ACT IN GOOD FAITH REGARDING THEIR WARRANTY OBLIGATION TO FIX MY STOVE TOP APPLIANCE. THEY SAID THEIR TECHNICIAN SAID MY APPLIANCE FAILED TO WORK BECAUSE OF RUST AND CORROSION, WHICH WOULD BE GROUNDS TO REFUSE TO MAKE THE REPAIR. I CALLED THEIR TECHNICIAN AND HE SAID HE NEVER USED THOSE WORDS. HE SAID HE TOLD THEM IT WAS AN ELECTRICAL SHORT AND THE UNIT NEEDED TO BE REPLACED. THEY SAID THEY COULDN'T REPLACE MY STOVE TOP WITH AN UNIT THAT WAS SIMILAR OR OF EQUAL VALUE. THEY OFFERED TO PAY ME $300. I SAID THIS APPLIANCE COST $1,500 TO REPLACE. I SAID TO REPLACE IT OR REPAIR IT THAT'S YOUR OBLIGATION. THEY DECLINED AND SAID THE BEST THEY COULD DO WAS GIVE ME $300 TO "SETTLE" MY CLAIM. THEY REFUSE TO HONOR MY CONTRACT AND TO ACT IN GOOD FAITH. THEY ARE NOT AN HONORABLE OR HONEST COMPANY
Tell us why here...
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 cooktop on 12/7/17. The claim was assigned to *** The diagnosis concluded that all 4 burners were shorted out, and the unit was found to be severely rusted and corroded, which is grounds for denial of coverage. The claim denial was based on the following exclusions:
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 $300 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 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
I’m writing to update an email you sent me dated 1/23/2018. You wrote that the case was closed, “but the consumer remains dissatisfied.” Please be advised that Total Home Protection has resolved my issue to my satisfaction. Please update the file. By copy of this email, I am advising *** at the Revdex.com (the dispute resolution specialist) that I have updated my file. Further, as per your advisement the Revdex.com will send Total Home Protection a confirmation of the fact that we have reached a satisfactory resolution to my complaint.
Thank you
Company took 4 days to return phone calls then emailed me with a contractor to contact to do the diagnosis but when I finally reached the contractor he told me he wasn’t doing work for that company anymore because he hadn’t been paid in 6 months. I called the company back to tell them what he told me and after another day they called me back only to have me contact the contractor to tell them to have them call the company to get it straightened out but I’m the meantime I could have a contractor close to me come out and do the diagnosis but I would have to pay for it’s kepp in mind it was in the teens and we had no heat and at this point a week has passed. The hvac company ones out and determines the compressor is locked up. They contact the company who has them come back out and take pictures of the unit which he does and sends the pictures to the company. After two more days they finally call me to tell me that the unit wasn’t maintenanced therefore they weren’t responsible for the repair. I then contacted the hvac guy who told me that the reason the unit failed was because of its age and that what the warranty company told me was incorrect. I then called two more hvac companies to come out to diagnosis it and their diagnosis was the same as the first company and they also said it was due to age and not lack of maintenance. I then contacted the company to pass along that info but they didn’t wanna hear anything I had to say. They did not contact any of the three hvac companies to find out what they found instead they said the pictures told them all they neede to know . After more than five attempts to 2 different supervisors I did not receive a return phone call.
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 not heating. The claim was assigned to *** DBA ***. The diagnosis concluded that the compressor short to ground and needed replacement, and the cause of failure was a severe lack of maintenance as pictures showed the coil fins clogged with hair and debris. This will restrict airflow, and eventually short out the compressor and/or other components. The claim denial was based on the following exclusions:
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
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.
D. This Agreement covers only repairs and/or replacements due to mechanical failure attributable to ordinary wear and tear. Accordingly, the Agreement does not cover failures which may result from other causes, such as without limitation abuse; misuse and/or neglect; lack of maintenance; rust and/or corrosion; noise without a related mechanical failure; chemical or sedimentary build up; lightning strikes; missing parts; animal, pet and/or pest damage; power failure; power surge; fire; casualty; acts of God; structural and/or property damage; flood; smoke; earthquake; freeze damage; accidents; war; acts of terrorism; nuclear explosion, reaction, radiation or radioactive contamination; insurrection; riots; vandalism; or intentional destruction of property. This Agreement does not cover mechanical failures resulting directly or indirectly from or caused by mold, mildew, mycotoxins, fungus, bacteria, virus, condensation, and/or wet or dry rot regardless of the source, origin, or location and any other cause or event contributing concurrently or in any sequence to the mechanical failure.
All contracts have inclusions as well as exclusions – and unfortunately this claim did fall outside the scope of coverage. The consumer requested cancellation of the policy on 12/18/17. As a courtesy we waived the $50 early termination fee.
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 .
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 Heater failure was caused as a result of a non-covered condition. 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.
This is not a normal wear and tear failure. We have offered the customer a Goodwill to lower their SCF from $60 to $45 but the customer cancelled their policy.
[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:
This whole thing is a bunch of crap! Of course I canceled the policy! Who wouldn’t after they lied to keep from standing up to their obligation? I don’t know what else to say! They did not return phone calls, I had three professional hvac companies come out and they ALL said it was due to age! Nothing about “short to ground” where are they even coming up with that? I’ve asked for them to show me where it says that but they haven’t! Know why? Because it’s untrue! They can’t show me because it doesn’t exist! I’m a honest hard working man and all I ask is a company do what they say they’ll do! This company runs a scam and their track record proves it! I paid to have my heater fixed and if they are reputable they would reimburse me! Not offer me a piddley 45 or 55 or whatever it is they want me to accept and just go away! NO!! I trusted this company and they failed to deliver! When the going gets tough......the tough get going! They’re a joke and need to be shut down!
Regards
I had a normal wear and tear plumming issue that they denied even though it should of been covered under section 5 of my policy. When I complained, they cancelled my policy, said a "male" did it. Clearly I am the policy holder and a female. I also filed a claim for my oven, they told me because the policy was cancelled they won't be fixed my oven. I sent in proof I paid people to fix the plumming as they gave me permission and authorization from there authorization department to hire someone outside since they had no one. They sold me a policy but have no one to fix my issues. But of scam artists! Because I complained they retaliated against me. I would like them to reinstate my policy as I did not cancel it. I complained. I would like them to pay the $284.22 in bills I sent them as well.
Tell us why here...
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. placed a claim for a plumbing leak on 12/14/17. The diagnosis concluded that the cause of the failure was due to freezing pipes, and the main leak was located outside the main foundation of the home. Per our policy this failure and location of failure is clearly excluded from coverage. Please see the referenced section of the policy below;
I. BASIS FOR COVERAGE
C. 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.
F. Plumbing System and Stoppage
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.
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. Per our recorded calls, the consumer requested cancellation of the policy on 12/21/17 at 3:29pm EST. As a courtesy we waived the $50 early termination fee.
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 ***.
Total Home Protection is a home warranty company which covers the breakdown of major home appliances. They advertise that if they can't fix an appliance, they replace it. They also offer optional coverage for an icemaker, which I had included in my contract at an additional cost.
On November 25 I contacted Total Home Protection because my refrigerator was not cooling properly and not making ice. The technician came out and, after assessing the refrigerator/icemaker, determined that I needed a new icemaker, water valve, and evap fan. He made the repairs and left.
Later that night there was an issue with the refrigerator compressor overheating and the unit was still not cooling properly. I called the same tech back out and he determined that the compressor was gone and said he would recommend to Total to replace the refrigerator, which he did.
Imagine my surprise when Total denied my claim due to what they said was a line restriction, which is not covered under the warranty.
No where in the paper work left by the technician does he indicate a line restriction. When Total quizzed him regarding what the malfunction could be and asked him specifically if it could be a line restriction, his response was yes but that he could not definitively say that is what it was as he would have to take the fridge apart to determine that.
My complaint against Total is that they are denying my claim on speculation rather than fact. If they have someone else examine the fridge again and he determines that it was a line restriction, then so be it. However, to deny the claim based on what they "think" was the issue is just plain WRONG!
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 refrigerator not cooling. We dispatched *** to diagnose the unit. The diagnosis concluded that the compressor shorted. When we asked Jerome, the technician, what caused the failure he did in fact state it was a line restriction. We pulled the recorded call and reconfirmed the technician’s findings. As per the policy, line restrictions are not covered.
C. Refrigerator
Note: Refrigerator must be located in the kitchen.
COVERED: All components and parts, including integral freezer unit, except:
NOT COVERED: Racks; shelves; glass; lighting; handles; doors, door seals, hinges, and gaskets; Freon; disposal and recapture of Freon; ice makers, ice crushers, beverage dispensers and their respective equipment; water lines and valve to ice maker; line restrictions; leaks of any kind; maintenance; interior thermal shells; freezers which are not an integral part of the refrigerator; wine chillers or mini refrigerators; food spoilage; noise without a related mechanical failure; multi-media centers and internet connection components.
All contracts have inclusions as well as exclusions, and unfortunately this failure did fall outside the scope of coverage. We are committed to providing a positive customer experience and doing the right thing for all our customers, contractors, employees, and our company.
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. For further assistance or more information regarding this claim, please contact us ***.
bought policy and NOT told I would have to buy even more coverage to fix every thing. bought Platinum plan and was told it covered everything , went to use and then told about extra coverage but by then it was to late. talked to Stacy on nov9th and was given extended coverage and told to call back in 30 days and it would be covered. when I called back on dec 20th was told to bad it was prexsisting problem.was promised by Stacy on nov 9th that it would still be covered because I was not offered extra coverage back when I bought policy. when I asked to speak to supperviser I got run a round to point I got angry and cussed at lady. I regret it but by then my already high blood pressure was about to give me a heart attack.when I did get transfered I got another rude person that kept interupting me till once again my heart felt like it was going to explode and I cussed at this person as well. at that point I had to hang up before I found myself in hospital with my 3rd heart attack. I just want my ice maker fixed. again with Platinum coverage this should be covered. I feel like I was miss lead and scammed by this company. I am a senior and on budgit and cant afford to be ripped off by this company. thank you
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.
*** purchased a Platinum Plan with NO optional coverage on 4/10/17. On 11/9/17 the customer called to place a claim for the refrigerator ice maker, and we advised that he did not purchase optional coverage for the ice maker. The customer advised that he wanted to cancel coverage since he did not have coverage for the ice maker. To retain the customer and provide good customer service, we added the ice maker coverage FREE of charged on the condition that he repair this failure as we do not cover pre-existing conditions. The customer called us on 12/20/17 to make the same claim, and we advised again that we do not cover pre-existing conditions, and adding this coverage at no charge was on the condition that he first repair the failure and provide a receipt of the repair. As per the terms of service:
· This Agreement does not cover any known or unknown pre-existing conditions.
· Coverage applies to the systems and components mentioned as “covered” in accordance with the terms and conditions of this Agreement so long as such systems and components are in place and in proper working order on the effective date of this Agreement
VI. OPTIONAL COVERAGE
Optional Coverage requires additional payment per item, system, or appliance. You may purchase any Optional Coverage for up to 30 days after commencement of Coverage. However, Coverage shall not commence until receipt of payment by us and such Coverage shall expire upon expiration of Coverage period in section II.
THP went above and beyond to assist this customer, but we must adhere to the terms of service. 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. For further assistance or more information regarding this claim, please contact us *** option *.
Total Home Protection properly addressed this complaint and cited the appropriate section of the policy, which was grounds for denial of coverage. The notation that the company doesn’t disclose the options available is factually untrue. Options and coverage is listed clear as day at http://www.totalhomeprotection.com/plans-whats-covered as well as the booklets mailed to policy holders, plus optional coverages are listed during the online quote process. We give all consumers a 30-day free look period to review their coverage and opt-out for a full refund if requested. All service contracts have limits as far was what's covered and what's not covered. Unfortunately, this failure did fall outside the scope of our coverage. We sincerely apologize for your negative experience. For further 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]
s when someone complains. bottom line, these people misrepresented them selfs to me , period!!!!
Complaint: ***
I am rejecting this response because: still feel this company ripped me off. they prey on old people like myself that find it hard to read the fine print and jump through the hoops they hide behind to cover their a
Regards
I purchased a policy with Total Home Protection for $55 a month, that is supposed to cover any servicing of my appliances/HVAC UNIT. A service tech was sent out to look at my HVAC unit that stopped working, his diagnostic tests led him to believe the Blower Motor was not working. The Service tech failed to take pictures and properly document the issue, per Total Home Protection, and since it was not documented, Total Home Protection is denying my claim to repair the HVAC UNIT. They said I could call a different company, pay them and then be reimbursed by Total Home Protection.
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 heater on working on 12/14/17. We dispatched *** Company the very same day. *** Company diagnosed the unit on 12/14/17 as well. The customer called us on 12/15/17 to check the status of the claim and we advised that we will call the vendor for the complete diagnosis as he did not call it in to us yet. We got a hold of the technician on 12/16/17 and he said he is preparing the estimate for repair and will send it to us shortly. At that time the customer moved forward and hired her own technician to complete the repair. Work was done out of network and was not pre-authorized by THP. Per the customer’s diagnosis from her own technician, the failure was as a result of the lack of maintenance as the coils were pushing in and damaging, causing lack of air flow.
All contracts have inclusions as well as exclusions, and unfortunately this failure did fall outside the scope of coverage. We are committed to providing a positive customer experience and doing the right thing for all our customers, contractors, employees, and our company.
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. For further assistance or more information regarding this claim, please contact us ***.
I had a Policy with Total Home Protection which was bought in July 20, 2017.
A claim was opened in September 2017 for Electrician work, Claim #: ***.
December 8, 2017 Tech last time and did not do any work but reported to Total Home Protection back in October that the work has been done and Total Home Protection has paid the claim amount and close the case with out conforming or checking with their client or even without checking the work order to see that client has singed off the completion of work.Finally I called the agent of Total Home Protection in December and than I came to know that the claim is already close and now they can't do any thing.
The Technician from *** are not responding my calls and saying that I need to talk to Insurance company.
Finally I decided to cancel my policy and get my refund which took 15 days to them to cancel and today they cancelled my policy but charging over $ 500 for less than 6 months policy with them.
Where as when I have bought the policy I had an email from One the agent Angel S saying that If I cancel my policy I will be charged $ 250.00 "IF YOU DEICED TO CANCEL AT ANY TIME, WE WILL WAVE THE ADMIN FEE" these are the wording I have copy pasted here from him.
Total home Protection agent Nick had really a bad attitude when I have asked for the cancellation.
I am very disappointed with this company.
I am without electricity in my two rooms and these company has taken a policy of 6 years for $ 1500.00 and not doing any work.
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 electrical switches and light not working. We dispatched *** to diagnose the unit. The diagnosis concluded that the 3-way switches shorted and needed to be replaced, and the light fixtures shorted and needed replacement as well. As per the policy, the actual fixtures are listed as not covered, however, we authorized the covered componenet of the 3-way switches.
I. Electrical System
COVERED: All components and parts, except:
NOT COVERED: Attic exhaust fans; direct current (DC) wiring and systems; exterior wiring and components (except main panels mounted to exterior wall); any wiring or components servicing a detached structure; fire, carbon monoxide alarm and/or detection systems; batteries; intercom or speaker systems; doorbells; multi-media systems; lighting fixtures; load control devices; low voltage systems including wiring and relays; service entrance cables; telephone systems; telephone wiring; cable wiring; alarm and/or security systems and wiring; timers; touch pad assemblies; transmitters and remotes; utility meter base pans; solar power systems and panels; all solar components and parts; energy management systems; commercial grade equipment; auxiliary or sub-panels; bus bars; broken and/or severed wires; rerunning of new wiring for broken wires; wire tracing; central vacuum systems. Failures and conditions caused by inadequate wiring capacity, inadequate size breakers, circuit overload, power failure/shortage or surge, and corrosion are not covered. We will pay no more than $500 per contract term for access, diagnosis, repair and/or replacement.
All contracts have inclusions as well as exclusions, we provided proper service by authorizing the covered component. We are committed to providing a positive customer experience and doing the right thing for all our customers, contractors, employees, and our company. If the consumer is dissatisfied with the coverage offered by THP, we will authorize an applicable prorated refunded as stated in section XII of the terms & conditions.
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. For further assistance regarding this claim or cancellation of coverage, please contact us ***.
Tell us why here...
I am very frustrated with this company and wish I had never heard of it
I tried to purchase a contract from Total Home Protection. I contacted them in March to tall them I was in the process of purchasing a home. They asked me to pay $1,750 at that time which would cover 6 years and the first month would be free. It would not start until I purchased the house. Because of some complications the sale did not go through until December 1st. I received the contract dated March 31, 2017 and cannot get satisfaction to change it to December 1st. Something is very fishy. I am trying to solve it on my own but I sure could use some help.
My name is Miklos T My address is *** Minnesota 55427
My furnace broke down. I have a total protection plan with this company. I call and call every day 5-7 time each time I need to stay on the phone until someone answered. I ask for the Supervisor 6 times was promise me he or she will call me back in the next hour, never have Supervisor available and never in the Office. I was waiting four days for the authorization for the provider to order the parts and complete the job. My family now 4 days without heating in December in Minnesota. Never keep promising never follow up or call back. Please never do any business with this organization, it is the Scam!! You will regret when you by any warranty from them
My furnace blew up and needs to be replaced but my home warranty is saying it's not covered b/c of corrosion and a crack in it. The problem is it's no corrosion and of course it's a crack b/c it blew up in the service persons face.
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 heating system on 11/9/17. We dispatched *** and *** to diagnose the unit. The diagnosis concluded the cause of the failure was due to a cracked heat exchanger.
Per our policy, we are unable to cover the above claim, since the cause of failure is listed as not covered Please see the referenced section of the policy below;
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.
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 us at .
Sincerely,
David J Total Home Protection Toll 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: there is no corrosion on my furnace and it's cracked due to the explosion that happened in my attic while the one stop guys were there.
Regards
I had called around to different home warranty companies asking if ice makers on refrigerators were a part of the plan. I knew ours was going out soon so I wanted to make sure it was covered. Henry S, a sales representative, had told me YES it's covered, so that's why I went with THP. Once it went out a few months later, I called to submit a claim. I was told that the ice maker wasn't covered and it was an additional $35 to add on and then I would just need to submit the claim again. I then called back to charge my credit card and was told NO I can't submit another claim bc it's a preexisting condition. I then spoke with the Customer Service Supervisor, Mark, and he said he was going to go back and listen to my phone convo with Henry S to see if this was told to me that it was going to be included. He said he would call me back and if this was the case, he would refund my money. I called and called and left messages and never called me back. I'm currently getting around to calling again and now I'm being told it's "too late". HORRIBLE customer service, RUDE to customers, and they trick you into a home warranty by lying about what's covered.
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 purchased the Platinum Plan for $374.25. The ice maker is optional coverage for $35 annually. This was NOT purchased at the time of sale, nor was it purchased within 30 days or ordering coverage. We never collected monies for this option:
VI. OPTIONAL COVERAGE
Optional Coverage requires additional payment per item, system, or appliance. You may purchase any Optional Coverage for up to 30 days after commencement of Coverage. However, Coverage shall not commence until receipt of payment by us and such Coverage shall expire upon expiration of Coverage period in section II.
Unfortunately we can not extend coverage for a system or component that’s not in the policy holders package.
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 us at .
Sincerely,
David J Total Home Protection Toll Free: www.totalhomeprotection.com
Dear ***,
Total Home Protection properly addressed this complaint and cited the applicable section of the policy stating optional coverage must be added within the first 30 days of the order date. We reviewed the sales call and at no time during the call did the customer specially ask about ice maker coverage. My guess is that the customer “assumed” everything is covered, this is why we give all customers a 30-day moneyback guarantee to review the policy, terms, limitations, etc. The customer first inquired about adding this coverage on 3/6/17, approx. 3 months from the order date. The customer requested a call from management on 12/8/17, and Nick is management spoke to her the next business day. In an effort to resolve the complaint, we will agree to a prorated refund as specified in the policy, and as a courtesy we will waive the $50 early termination fee.
[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:
While the response was false and definitely an accusation on what was fact rather than my assumption, I will gladly accept and be done with this company. As long as I'm prorated BACK to when I originally made the initial complaint in March of 2017. No one ever did what they said they were going to do which was listen to my INITIAL call where I specifically asked if an ice maker was covered and Henry S told me YES. I have reviewed the response made by the business in reference to complaint ID.
Regards
I purchased a so called "Home warranty" for almost $400 earlier this year from Total Home Protection who assured me all my appliances would be protected for the next year. After discovering my electric cooktop was no longer heating adequately, I contacted Total Home Protection (THP) to create a claim. I also attempted to create a claim for the oven as well in which kept shutting off by itself. This claim took place back on Nov. 7th, 2017. (Month ago today).
THP created a claim and was suppose to send a tech out to my home the following week whom never showed up. I had to call back THP in which they assigned the work order to another company call *** Repair Services who took another week to schedule an appointment to my house and charged me $45 for their service.
The technician finally came out on the 20th and took a look at my oven and started to play with the buttons only to lock my oven. He couldn't get it unlock. Then he took my glasstop apart and said there was something wrong with the "control panel". He gave me an invoice which clearly indicates "cooktop: needs new contrd". He also said the warranty department would contact me shortly.
Didn't hear back from THP for over a week( 3 weeks now). I eventually contacted them to find out the status in which they informed me the claim was denied and that I could not do anything about it. First it was denied due to the oven hinges were not covered under the warranty which I didn't argue. I then asked about the cooktop, they said this was also denied cause the vendor said something entirely different to them verbally over the phone. I attempted to speak to a member of mgmt, Stacey Piere kept saying this is my position and would not connect me to her superior??
I then called back and spoke with someone else who connected me to Jason (Manager) who took over a week to get back to me and said that it didn't matter what the tech told you or what the invoice clearly indicated. Claim denial was final. Said I would have to pay 2hrs of
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 his oven on 11/7/17. We dispatched *** Repair to diagnose the unit. The diagnosis concluded the cause of the failure was due to broken hinges and door lock/latch
Per our policy, we are unable to cover the above claim, since the cause of failure is listed as not covered Please see the referenced section of the policy below;
NOT COVERED: Doors; door seals; hinges; handles; glass; knobs; lighting; clocks (unless they affect the cooking function of the unit); meat probe assemblies, rotisseries; racks and trays; downdrafts; range exhaust hoods; independent telescoping range exhaust; exhaust fan not solely for venting range/cooktop fumes; filters and screens; venting; sensi-heat burners will only be replaced with standard burners; drip pans; self-cleaning mechanisms including door latches; commercial units.
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.
To request cancellation of the contract, please call Customer Service at . We at Total Home Protection have an unwavering commitment to uphold our founding ideals to provide industry-leading home warranty products and exceptional services to the customers we're privileged to serve.
Sincerely,
David J Total Home Protection Toll 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. We have offered the customer to cancel his policy with a full refund, waived the cancellation charges, which the customer has accepted.For additional assistance, please reach out to us .
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 find that this resolution is satisfactory to me.
Regards