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Address: 300 McGaw Drive, Ste 2, Edison, New Jersey, United States, 08837
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I signed up with is company 12/2/19 they took first payment
On 1/13/2020 my dishwasher leaked I put a claim
I was assigned one repair company then a second one in the same day
I called that repair company who told me they would come out on 1/20/20
On 1/17 I get an email my a claim manager telling me to call them back which I did multiple times but no answer or calls back
On 1/20 at 9:11 AM I called total home warranty and was told my calim was rejected but no reason given
On that same day at 11:30 AM a technician shows up at my house to check things out I gave him $60 for my service fee
On 1/22 another claim manager calls and tells my claim was rejucted on 1/16 when the technician came (he also tells me a dignosis given to him on 1/16!!!) Unfortunately NO ONE came to my house on 1/16/20
SO same claim manager tells me he needs to update some information and tells me he will call back ....never heard from him again!!
On 1/23 I get another call from another claim manager who tells my claim is not valid because of the problem which he tells me is "prexisting" and apparently is a totally different diagnosis that then first one!!
It is obvious that this company has no idea what is going on they actually lied on when the technician came to my house
I do not understand how such poor customer service is allowed
I want my dishwasher fixed I want them to stop lying
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
1/30/2020COMPLAINT 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 dishwasher leaking on 1/13/2020. During the initial claim call-in questionnaire, we asked the consumer when was the last time the unit was working properly, and the consumer stated 1/9/2020. The vendor reported the pump and motor assembly failed. Total Home Protection determined this failure was pre-existing to the policy as these mechanical components take time to fail.
As per the terms of service:
-This Agreement does not cover any known or unknown pre-existing conditions.
-Coverage applies to the systems and components mentioned as “covered” in accordance with the terms and conditions of this Agreement so long as such systems and components are in place and in proper working order on the effective date of this Agreement
Coverage went into effect on 1/1/2020. The claim was submitted on 1/13/2020 with the last time working effectively being 1/9/2020. Multiple component mechanical failures could not happen within 8 days of the policy being effective. This is absolute definition of a “pre-existing condition” and NOT in proper working order on the effective coverage start date of 1/1/2020.
We are committed to providing a positive customer experience and doing the right thing for all our customers, contractors, employees, and our company; however, this claim does fall outside the scope of coverage.
We at Total Home Protection have an unwavering commitment to uphold our founding ideals to provide industry-leading home warranty products and exceptional services to the customers we're privileged to serve. If you have any questions, please contact me at .
Sincerely,Laura DTotal Home ProtectionToll Free: www.totalhomeprotection.com
[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:
you lied on the diagnosis and the date the technician came
Regards
Total Home Protection failed to cover my HVAC unit when it broke down stating they did not cover the particular component that went bad. The company, however, stated they would give me $200 and would not replace the unit. After speaking with them repeatedly, I agreed on the $200 to settle the claim on August 27, 2019. As of today, January 21, 2020, and numerous phone calls and emails I have not received the money they promised me. Each time I call they say that I’m scheduled to get a check with the “next batch that prints out.” It has been almost 5 months and I haven’t received my check for the $200 that was agreed upon by both of us. I’d like my check. I would like to speak with someone that has the authority to get the check printed and mailed to me.
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
1/23/2020COMPLAINT 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 an air conditioner on 7/16/2019 stating the unit was not turning on. The vendor reported the air handler failed due to the unit having lack of proper routine maintenance. As per the policy this is not a covered failure.
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; failures due to calcium build-up; lightning strikes; missing parts; animal, pet and/or pest damage; power failure; power surge; fire; casualty; water damage; 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 are not responsible for drywall or rough finish repairs on not covered claims.
In an effort to provide good customer service we offered the consumer $200.00 goodwill towards this non covered failure, which was accepted. Checks are processed and sent within 30-45 business days.
Due to an internal issue, there was a delay in the check being sent. We have expedited this check to be sent within 5-7 days. In an effort to provide good customer service, we will add a free service charge fee to the consumers account to be used on a future claim. We apologize for any inconvenience this may have caused.
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
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
I hope they stand by their response and look forward to receiving what is due me.
Thank you very much for your help in this matter.
Regards
I've had my central heat and air unit go out, my dryer quit heating, and my washer quit spinning all within a 2 year period. Every time, Total Home Protection has done a great job at sending experienced techs out to fix the problem. If it weren't for THP, I would have been out a lot of money. Total Home Protection is a wise choice for a home buyer!
Excellent service. Not only prompt but early. Precise workmanship explaining not only the issue but what caused it. Replaced the defective part explaining all work was covered under a 90-day warranty. He projected himself as a professional not only in appearance but in work ethic. Oh, and he didn't make a mess for me to clean up after leaving.
This company is absolutely horrible. I filed a claim on a Friday for my washer and didn't even hear back from anyone. I had to call on Monday to be told to find a technician myself since they couldn't find anyone with availability and they would reimburse me. I ended up reaching out to the same technician that fixed my washer before and he refused to do the service because he doesn't want to work through THP due to them owing him money. So that made me question if I did find someone to repair it and paid out of pocket would I even get my money back. So, I called THP today to see if they had found anyone because I was having trouble finding someone and the reps were so rude. They didn't want to put in any effort pass telling me what they saw on their screens of it "being worked on". When I asked to talk to dispatching since the first girl I talked to was transferring me to them and the call dropped on her end, none of the reps wanted to do it. One rep was so rude and argumentative that I hung up on him and had to call back.
So I tried to cancel my Total Home Protection - but any repairs that they have paid for, are deducted from your refund. Do not believe a word that the sales person tells you. Awful company.
Home protection is not something you think of right off the bat when buying a house, but let me tell you, it is a must if you’re trying to save on initial repair money, allowing you to reach a bit higher when it comes to initial purchase budget. I bought my house 2 years ago, it was a bank repo that was not in great shape. Instead of starting to check and repair everything, I got a home warranty and now I’m replacing them as I go and they fail. I went with Total Home Protection and I couldn’t be happier. I could afford a more expensive house and I feel confident knowing they have my back.
The name says it all, Total Home Protection. You get everything covered, and you can also add additional covered items. To me, it feels like I have a company taking care of my house for me, whenever something breaks or fails, and the feeling is amazing. I highly recommend Total Home Protection.
Purchased home protection plan and paid for a full year. Three months later( early December '19) issued a claim for leaking pipe near hot water tank, and non working garbage disposal. They sent a man to do repair on a Saturday. But, once he accessed the issue, he could not get approval top repair because their offices are closed on Saturday. The man said he would come back the following week. I paid $60 for the fee. Never showed. His boss called and said his records showed all was repaired. He hung up as I was trying to ask him to repeat what he said. I called Total Home and complained. They scheduled another repair person top concrete out. He got the claim approved. But, had to order the disposal. Said he would be back top repair both at one time. Never called or came back. I called Total Home again. They said the were under the impression the repairs were completed and would check on it.
They said they couldn't reach the repair guy and I would need to issue another claim and through the process again. I called the repair guy and he answered. I asked what the issue was. He said Total Home owned him 6 months worth of payments and he wouldn't do any more work for them. He said he had my disposal in his truck but he wouldn't be able to do the work until they paid him for the other jobs they owed him for. I asked Total Home to have a supervisor call me, and I was told one would. But, no one has called. Now they are not returning my calls. This company is the worst!
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
1/13/2020COMPLAINT 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 a plumbing system on 12/6/2019 stating there was a leak. The vendor reported the valve on the cold water side of the water heater had a looks nut, which the vendor adjusted to fix the leak. The consumer contacted us back on 12/10/2019 stating there was still an issue and wanted another vendor assigned to the claim. A new vendor was assigned on 12/11/2019 who reported the valve was leaking. The vendor reported that his truck was down and could not complete the repair on 1/9/2020. A new vendor has been assigned to the claim on 1/9/2020 and we are awaiting a diagnosis.
A claim was placed for the garbage disposal on 12/7/2019 and the same vendors were assigned to this claim. A new vendor has been assigned to the claim on 1/9/2020 and we are awaiting a diagnosis.
All claims have been properly serviced in accordance with the Service Agreement - all contracts have inclusions as well as exclusions. We are committed to providing a positive customer experience and doing the right thing for all our customers, contractors, employees, and our company.
In an effort to provide good customer service we will add 1 free service charge fee to the consumers account for a future claim.
We at Total Home Protection have an unwavering commitment to uphold our founding ideals to provide industry-leading home warranty products and exceptional services to the customers we're privileged to serve. If the consumer would like to cancel the policy as per the terms & conditions, please contact us at .
Sincerely,Laura DTotal Home ProtectionToll Free: www.totalhomeprotection.com
Complaint ID:***
1/28/2020
Total Home Protection properly addressed this review and cited applicable sections of the policy, which are grounds for denial of coverage. All home service contracts have inclusions as well as exclusions. In this case the garbage disposal failure was as a result of a non-covered condition. We contacted the vendor to confirm and it was confirmed that the blade was rusted and broken.
We sincerely apologize for your negative experience, but this failure is not included in coverage. As a gesture of good customer service we can still offer the $100.00 goodwill for this non covered failure and a free service charge fee to be used on a future claim. For additional assistance, please reach out to us .Sincerely,Laura DTotal Home ProtectionToll Free: Hours: Monday - Friday, 9:00am - 6:00pm EST
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me only because I finally believe they are at least will to offer something in return for my suffering and extended time on this matter. I accept the $100 as well as the free service fee on a future claim.
I am still concerned that it took Total Home almost two months to provide a customer focused resolution to this matter. I have pictures of the unit and surveillance of the technician at my home. He did not look at the unit and made his assessment while here because the unit does not turn on.
The bigger issues (not in any particular order) with Total Home are as follows:
1. There has to be a consistent process required by Total Home for technician's diagnosis of customer claims. There is no reason for me to have had three different technicians in my home that provided three different diagnosis on the exact same claim.
2. There should never be a time when a claim is approved by Total Home and then denied weeks later. Even if someone made a mistake in diagnosis, which I maintain was not the case in this claim, out of respect for customer experience, quality standard and sustainability, there should be no question that Total Home will address the issue in a win win manner prior to it escalating something more serious.
3. There should be a process in place to warn and provide consequences to technicians who claim they have completed work that they actually did not completed (i.e. the very first of the three technicians, Mike Cs group, that come to my home). They should not be allowed to continue working on claims for Total Home.
4. The quality of providers used to address the claims should be under better vetting process. Based on the three technicians that came to my home, their appearance, actions, and follow-up was questionable. I had to ask even more verifying question to each, prior to opening my door, because they did not have identification that associated them with a Total Home claim. I was concerned about opening my door and kept my phone with me at all times.
5. There is no reason for a customer service representative to raise their voice at a customer. If they are not qualified to be customer focused they should not be in that role. I specifically reference Cherish P. I recommend that someone review the call I had with her to use as a training reference on what not to do or say to a customer. I have been in sales for 35 years. Customer satisfaction is paramount and it starts with addressing concerns efficiently. There are a lot of ways to achieve customer satisfaction. Not everyone is perfect, but that experience was awful
Regards
I have been unable to collect reimbursements on 2 separate claims. I have called 5 different times and been told each time that a check will be sent within 2/3 weeks. 5 months later I still have no check and when I call I am told there is no progress report they can only resubmit my reimbursement claim. I have also requested access to higher corporate help and been told it does not exist.
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
1/13/2020COMPLAINT 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 a plumbing system stating there was a leak in the home on 8/21/2019. The consumer got their own vendor out to the home on 8/22/2019 who reported the supply line was leaking. The claim was approved for reimbursement. We received the reimbursement form and receipt on 8/28/2019 and checks are processed within 30-45 business days. We experienced a delay due to an internal issue and there was a delay in the check being sent. The check was mailed 1/9/2020.
In an effort to provide good customer service we can add a free service charge fee to the consumers account for this unavoidable inconvenience.
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:
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because:
I am not necessarily rejecting their response, but feel it necessary to respond further. I have been dealing with this company now for 5 months, way beyond the noted 45 days. I have spoken to multiple customer service agents with absolutely no resolution. Never once have they EVER mentioned anything about any type of internal difficulty and in fact have offered nothing more than "I'm not sure what happened but I don't see your claim was ever submitted, we'll have to start over." Yes, if indeed a check was cut on the 9th, (I was told a check was cut on the 3rd by Ken in their resolution department) then great, I accept the money owed. The offer of a free service call is ridiculous, I did NOT renew my contract with them due to their pitiful customer service and in fact part of my claim involves the $60 reimbursement from another offer of a "free service call" that their provided technician did not honor. So while I accept their check, if it really has been cut and sent, I absolutely reject their offered explanation of what happened. This company is made up of nothing more than a bunch of thieves, using unscrupulous practices in the hopes of frustrating their clients so badly they give up on collecting the reimbursements due to them.
This company should NOT be in business!
Regards
I have been harassed by this company. Now they say I owe them $32.75 because I did not close the account the way I was supposed to. I stopped my credit card payments, so that is closure. There was nothing in my contract with them that said I had to contact them to stop payments.
I used their service once. I had to pay a repairman $60 and they only gave me $350 for my washing machine, which they said was an average price. Google's information has $999 is an average price for a washing machine.
Now they are emailing and phoning me. I have talked to them and told them I was not interested. I can see why they are a D- in Revdex.com and why 340 people (me being the 340th) have complained. They are a rip off company. I hope no one else gets ripped off.
P.S. I did not want to even put one star, but I had to in order to leave a review.
A warranty policy purchased for residence purchase. I actually did not move into the condo until November 8, 2019. I understood the warranty would be with ***. Total Home Protection has only been in business for 3 years, has 337 complaints and not a member of Revdex.com. They just DENY, DENY, DENY if you can get through to a real person. They send you an email asking you to reach out to them (April and Britini) and when finally getting through to them, they tell you "CLAIM DENIED".
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
1/7/2020COMPLAINT 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 a heating system not heating on 12/23/2019. The vendor contacted us and reported there is an internal issue with the compressor.
It has been determined the failure is with a compressor that has locked or open windings. Compressors and air conditioners have a standard life expectancy of 16-18 years, and with proper maintenance are shown to last 20 plus years. Catastrophic failures as such that predate the standard life expectancy are caused by one or multiple issues that indicate an abnormal operation or malady in the system. Common causes for open or locked windings on a compressor could be: Contaminants or non-condensable in the line which cause the compressor to loose lubrication and over work until the windings and pistons stop pumping, low voltage conditions that cause an overheating of the wires and high amp draw leading to the windings to overheat and melt open, oil flood back to the compressor which causes slugging and overworking, over charge of the system causing the system overwork and cool improperly due to improper flash of gas in the sealed circuit, low charge which causes the system to run dry in the compressor and loose lubricant and grind down the windings, a restriction in the sealed refrigerant line which would cause the compressor to pump into a vacuum on the suction side and not get rid of the oil on the discharge line, and dirty coils which would restrict airflow, either at the condenser forcing extreme temperatures and the internal overheating of the compressor, or at the evaporator causing the system to freeze and starve the compressor of lubricant as the lines and internals freeze. Failures as such, are operating conditions that are not standard and units are not designed to handle and thus causing the catastrophic failure to the windings of the compressor.
As per Section 1A of policy we are unable to cover this claim as this does not constitute a normal wear and tear mechanical failure
I. BASIS FOR COVERAGE
A. Become inoperable due to normal wear and tear; and
All claims have been properly serviced in accordance with the Service Agreement - all contracts have inclusions as well as exclusions. We are committed to providing a positive customer experience and doing the right thing for all our customers, contractors, employees, and our company.
In an effort to provide good customer service, we offer $100.00 goodwill towards this non covered 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 1-800-545-0402.
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:
Regards
Refused to address an A/C problem because it was "rusty and corroded" Their technician took photos showing no such problem. I furnished the photos, but they refused to fix the unit. They offered a settlement of $150 which I reluctantly had to accept and waited for five months - no check.
They are dishonest and do not honor their contract.
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
1/13/2020COMPLAINT 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 a Air Conditioner not cooling on 8/20/2019. The vendor reported there was a leak on the indoor coil. Per our policy this failure is clearly excluded from coverage. Please see the referenced section of the policy below;
I. BASIS FOR COVERAGE
A. Air Conditioning System
Note: Coverage available on Air Conditioning units up to a 5-ton capacity, and for residential use only.
COVERED: Mechanical parts and components of two (2) ducted electric central air conditioning systems. All components and parts for units below 13 SEER and/or R-22 equipment, and when we are unable to facilitate repair and/or replacement of failed covered equipment at the current SEER rating or with R-22 equipment, repair and/or replacement will be performed with 13 SEER/R410A equipment and/or 7.7 HSPF or higher compliant, except:
NOT COVERED: Filters; condenser casings; registers and grills; water towers; humidifiers; chillers; electronic air cleaners; window units; non-ducted wall units; mini-split wall units; gas air conditioning systems; water evaporative coolers; swamp coolers; condensate pumps; thermal expansion valves; all exterior condensing, cooling and pump pads; disconnect boxes; roof mounts, jacks, stands or supports; cost for crane rentals; electronic, computerized, and manual systems management and zone controllers; commercial grade equipment; refrigerant conversion; leak detections; water leaks; drain line stoppages or drain pans; maintenance; rusted and/or corroded coils; component short to ground; noise without a related mechanical failure; improperly sized units; air conditioning with mismatched condensing unit and evaporative coil per manufacturer specifications; improper use of metering devices (i.e. thermal expansion valves). We are not responsible for the costs associated with matching dimensions, brand or color made. We will not pay for any modifications or upgrades necessitated by the repair of existing equipment or the installation of new equipment. We will pay up to $10 per pound per occurrence for refrigerant. You are responsible for payment of any costs in excess of $10 per pound.
In an effort to assist the consumer with this non covered failure we offered $150.00 goodwill which was accepted on 9/10/2019. Checks are processed within 30-45 business days.
The consumer requested to cancel the policy on 12/3/2019, which voided the goodwill check as it is considered costs incurred by Total Home Protection as per the policy.
XII. CANCELLATION
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 claims have been properly serviced in accordance with the Service Agreement - all contracts have inclusions as well as exclusions. We are committed to providing a positive customer experience and doing the right thing for all our customers, contractors, employees, and our company.
In an effort to provide good customer service we waived the $50.00 administrative fee at the time of cancellation.
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
Complaint ID:***
2/6/2020
Total Home Protection properly addressed this complaint and cited applicable sections of the policy. We request that this complaint be Closed Answered. All home service contracts have inclusions as well as exclusions.
Goodwill was offered and accepted for this non-covered failure. Due to an internal issue there was a delay in the consumer receiving the check, which the consumer was advised of. The consumer requested to cancel this policy on 12/3/2019 which was processed the same day.
We sincerely apologize for your negative experience. Being the consumer cancelled the policy, goodwill is revoked. In an effort to provide good customer service, we will honor the $150.00 good will but no additional assistance can be provided. Once acceptance of these funds is provided, we will process the payment. Sincerely,Laura DTotal Home ProtectionToll Free: Hours: Monday - Friday, 9:00am - 6:00pm EST
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Regards,
***
My thanks to your organization (Revdex.com) for attempting to have Total Home Protection honor their contract. They obviously do not plan to do so. I will accept the $150.00 as a settlement.
I would hope you continue to monitor complaints from this company as noted in my correspondence. I suspect I am not the first to question their business practices and doubt I will be the last.
Total Home Protection is a SCAM and the government need to put them out of business. Total Home Protection sound very professional, polite, the selling person will do whatever it takes to sell you the home warranty plan.
Everything sounds great except that they have NO INTENTION to pay or refund you back the warranty product that they are selling you.
I have filed two claims that cost me about $1000 of repairs in January and February in 2019 and I have not yet received a dime of reimbursement. They will tell you lies after lies, give excuses after excuses until you are fed up and give up!
That is why it does not surprise me to see that Total Home Protection is currently rated "F" by the Revdex.com with about 581 complaints within 3 short years!
I filed a claim of a roof leak on January 15, 2019, and I found out that it was denial after I make many phone calls, emails, and headaches. They said that the shingle does not cover under the warranty. It turned out it was roof vent and the sealer was bad that causes the water to leak from the roof to the garage and in one of the room. They just give an excuse and lied.
I filed another claim in early February 2019 for my AC unit and it was just a nightmare! I called about 3 AC companies and two came out to give me quotes. The AC tech and I called many times to Total Home Protection and we keep getting the runaround and getting terrible services. They keep transferring the call from one person to another, from one supervisor to another, one department to another. This lasted more than a few weeks.
Just went I thought I never going to hear from Total Home Protection again, I was wrong! I begin to get a flood of voicemails, texts, and emails from Total Home protection in early November 2019. None of the voicemails, texts, and emails was to tell me that my reimbursement checks are on its way, or ask how the status of my roof or AC! It was all about my renewal is coming up and they will give me a good deal. I returned the phone call and tell them that I will not be doing a Renewal of my contract since I yet to receive a Dime of Reimbursement! They transferred me to Sean L, one of the Solution Manager.
Sean L must have received a master degree in as Con Artist because he was good at telling and promising you what you want to hear. He will do everything to get my refund and get me a good deal for renewal.
It was a lie after lie, excuses after excuses, and no reimbursement checks. I did not hear from Dr. Sean L again after I told him that I will not be renewing my contract if I do not get my reimbursement checks and that I will contact the Revdex.com.
I still continue to get voicemails, texts, and emails daily from Total Home Protection regarding a Renewal promotion.
Beware of Dr. Sean L and Total Home Protection! It is a SCAM and the WORST OF THE HOME WARRANTIES. BEWARE AND STAY AWAY!!
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
12/31/2019
COMPLAINT ID: ***To Whom It May Concern:
Thank you contacting us with the above referenced complaint. We at Total Home Protection treat each complaint with the utmost respect and use this feedback to better serve our valued customers. Understandably there are two sides to every story and always look for a fair resolution between all parties.
The consumer placed a claim for Limited Roof Leak on 1/14/2019 advising there was a leak in the garage. The vendor reported that there is a leak through the shingles and rotted the plywood. The vendor also reported this failure was caused by a storm. Storm damage is excluded for the policy. 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; failures due to calcium build-up; lightning strikes; missing parts; animal, pet and/or pest damage; power failure; power surge; fire; casualty; water damage; 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 are not responsible for drywall or rough finish repairs on not covered claims.
The consumer placed an air conditioner claim on 2/13/2019 stating the unit was not turning on. The consumer advised us that they would be using their own vendor and going through reimbursement. Reimbursement is where the consumer contacts a local vendor to diagnose the unit and to contact us with the failure, parts and pricing. The diagnosis must be submitted prior to any repairs. Once approved, we would send a reimbursement check ***n receipt of the invoice. The consumer contacted us on 2/20/2019 for the status of the claim. We advised the consumer that we had not heard from the consumers vendor and had not received a diagnosis yet. The consumer contacted us again on 2/22/2019 and we again informed the consumer that their vendor had not contacted us. We finally spoke to the consumers vendor on 2/26/2019.
The consumer was advised that being they chose to get their own vendor we would reimburse at our rates. The consumer was not happy with this and advised they would get another vendor out to the home. The consumers 2nd opinion vendor contacted us on 2/26/2019 advising they replaced the capacitor and added 2lbs of freon. This was work performed without authorization and not covered as stated on the policy and the reimbursement form.
In an effort to assist the consumer for this non-covered claim we offered $75.00 goodwill and to lower the renewal quote which the consumer rejected.
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
Good morning, I'm sorry for the detail in responding but I have been searching for notes, documents, and voice mails that Total Home Protection is not telling the truth and continue making up fact over and over again. Please give me more time to gather all my evidence. It is the principal and that Total Home Protection need to reveal that it is a SCAM Business.First, they always give me a hard time and give the run and round. They keep put people on hold, transfer you to different departments, and they lost the record each time you call for follow up.The roof, in the end, was just needed to replace the roof vent and the sealer, not the denial and stated that from the storm or rotten wood.The second claim was a nightmare, they make it very difficult by continuing to give you the run around every time you call a follow-up. They continue to put you on hold, transfer you to another department. They were also doing the same thing to the vendor when they call in to give the diagnosis. The vendor was so frustrated with Total Home Protection. I have proof that I spook that I talk at least 3-5 supervisors and it did get approval for reimbursement. for the claim.Total Home Protection would tell me that there is no records or the records was lost, they become rude each time I call for follow up regarding the reimbursement check.When I flooded with emails, voicemails, texts, and mails in late October 2019 for a reminder that it is time to renew the contract. I spoke to Sean L and he tells me that he will do whatever it takes to get my refund. The promise was never made and I continue to call him day after day but did not hear from Sean. I emailed him many times.I was getting frustrated with so many times was lost because they either hide from you, not respond to you, or just making up stories. This is a few of the emails in November of 2019Sean,FYI: You already know who I am before you reading and figure it on Revdex.com. I am impatiently waiting on the phone for THP representative to get on the phone for about an hour now!! It is currently 3:15 PM on Wednesday, 11/20/19 and I have been trying to get a hold of you since early in the morning. I have called you yesterday, emailed you this morning, and have been trying to call you about 5 times today. I still have not heard from you or the resolution to the claim from February 2019. I still get texts, email, and calls from THP for renewal. What a joke and a SCAM!! Mr. Sean L,Yes, you and THP will be moving forward, since we did not get this resolved in about 9 months with a SCAM Company and SCAM policy. I will be moving forward with all the evidence, proofs, notes, recordings, and correspondings file to Revdex.com. I expect this claim matter to get resolve ASAP before "LEGAL ACTION" will be taken!
In September of 2019 my air conditioner stopped working properly. I called Total Home Protection to make a claim and have someone come out and repair it. I was told I needed a new compressor, basically a new unit. THP said that they would not cover the repair or replacement but they would send me $150 toward the repair. I have yet, as of today, December 27, 2019 to receive that check. I’ve called at least three time with people telling me my check would be going out in two (2) weeks. The last time I called, 12/13 I spoke to someone by the name of Sean in the “resolution” department. He assured me my check would be mailed out that coming Tuesday which would have been 12/17. As I stated, I’m still waiting for the check. I paid this company $900 for at least 3 years of service which I’ve only called twice. They replaced or fixed a garbage disposal. This company does not honor their so called service plan. I want my money back or at the very least the $150 they promised.
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
12/31/2019
COMPLAINT ID: ***To Whom It May Concern:
Thank you contacting us with the above referenced complaint. We at Total Home Protection treat each complaint with the utmost respect and use this feedback to better serve our valued customers. Understandably there are two sides to every story and always look for a fair resolution between all parties.
The consumer placed a claim for an air conditioner on 9/10/2019 advising the unit would not come on. The vendor reported the compressor was locked up. The vendor also reported there was possibly no freon in the unit as the valves were locked and making a banging noise. It was determined this failure was not a normal wear and tear failure and therefore not covered as per the policy.
I. BASIS FOR COVERAGE
During the term of this Agreement, we agree to pay the covered costs to repair or replace the items listed as covered on your Agreement Coverage Summary if any such items become inoperable due to mechanical failure caused by normal wear and tear. Determination of Coverage including the operational condition as of the Agreement effective date for any claim will be made solely by us, considering but not limited to, our independent contractor’s diagnosis, hereinafter referred to as the “Service Contractor”. This Agreement does not cover any known or unknown pre-existing conditions. It is understood that WE ARE NOT A SERVICE CONTRACTOR and is not itself undertaking to repair or replace any such systems or components. This Agreement covers single-family homes, new construction homes, condominiums, townhomes, and mobile homes under 5,000 square feet, unless an alternative dwelling type (i.e. above 5,000 square feet or multi-unit home) is applied, and appropriate fees are paid. This Agreement will not cover systems or appliances within (a) commercial properties; (b) residential properties used for business purposes, including, but not limited to, dwellings used for rest homes, day care centers, schools and/or professional offices; (c) common areas of condominiums, multi-family houses and/or cooperatives; (d) vacant properties, and; (e) foreclosed/short sold properties. Coverage applies to the systems and components mentioned as “covered” in accordance with the terms and conditions of this Agreement so long as such systems and components:
A. Become inoperable due to normal wear and tear; and
B. Are in place and in proper working order on the effective date of this Agreement; and
In an effort to assist the consumer for this non-covered claim we offered $150.00 goodwill, which was accepted on 9/11/2019. Checks are sent within 30-45 business days. Due to an internal issue, checks were delayed. This check was sent 12/30/2019.
All claims have been properly serviced in accordance with the Service Agreement - all contracts have inclusions as well as exclusions. We are committed to providing a positive customer experience and doing the right thing for all our customers, contractors, employees, and our company.
In an effort to provide good customer service due to the delay, we have added a free service charge fee to the consumers account to be used for the next claim.
We at Total Home Protection have an unwavering commitment to uphold our founding ideals to provide industry-leading home warranty products and exceptional services to the customers we're privileged to serve. If you have any further questions, please contact us at .
Sincerely,Laura DTotal Home ProtectionToll Free: www.totalhomeprotection.com
We were a contractor for this company. We have 12 invoices that are 5 months past due. They claimed they mailed us a check on the 13 for 4 of the invoices. No such check was ever received. we have called and spoke to several different people in billing and have gotten no where. Asked them to stop check and send a new check and they tried to charge us 30$. We asked them for a tracking number to see what happen to the check and they refused to give us one. We have left several vm with the so called supervisor and never get a call back. This company is a scam do not do business with them. I will be taking further steps to collect money that is owed.
ABSOLUTELY AWFUL!!! ***
I live in North Las Vegas where the temperatures have been as high as 63 during the day and as low as 30 at night. I lost heat in my house on 12/03/2019. I called Total Home Protection (THP) on the same day and a contracted technician came to my home on 12/05 and determined a service panel problem. On 12/15, lost heat again and I contacted THP and reported the same problem. On 12/17, another technician came by and inspected the A/C unit and determined that the R-22 freon level was low and that a new compressor is needed. Today is 12/21, I STILL HAVE NO HEAT!!! My wife and I are senior citizens in our 80s and this type or lack of service is ridiculous!!! NO HEAT FOR A WEEK, AND NO FOLLOW-UP PHONE CALL!!! AND THEY DON'T WORK WEEKENDS!!!
This is the worst home warranty company I have EVER come across. I got caught up in the aspect of the cheap price and cheapest service price. Then when you have to go ahead and actually use this company they will deny your claim. I have now been without hot water for over a week now, and they are the slowest at responding. I have a 20 month old baby and they even said that is not our problem on the call. They tell you that items are not covered in their policy even when it says everything is covered up to a certain price. You would think they would at least cover something, but that is not the case. This is a scam of a home warranty company and I will be cancelling my policy ASAP and will be going with either American Home Shield or Fidelity Home Warranty. Both of these companies provide outstanding coverage and are super responsive.
I have a printed contract stating a price for insurance.
When I cancelled my contract, they say the price is different than printed in the contract. and I will receive no refund. This, in my opinion, is fraud, along with all the other non ethical practices they do.
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
12/23/2019COMPLAINT 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 purchased a 1 year policies with 2 additional free months on 3/23/2019 for the promotional price of $453.00. This included optional coverage for a 2nd refrigerator, stand alone freezer and refrigerator ice maker.
The consumer requested to cancel the policy on 12/17/2019. The standard monthly contract fee is $52.00 a month totaling $468.00, plus $50.00 administrative fee and there was $657.03 in costs incurred by Total Home Protection. Total $1,175.03 of which the consumer paid $453.00. No refund is due.
XII. CANCELLATION
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 of the paid contract fee for the unexpired term, less a 10% administrative fee and any service costs incurred by us.
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
[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: they changed the price agreed to when I bought the policy. They said the change in price is assumed to be correct. I disagree
Regards
Last year I felt like I was cursed, my heater broke down, then my AC broke down, the pipes were all leaky, I didn't even know where to begin with the repairs. I limited myself to the heater and AC, thinking the pipes will have to wait for a better year to come. Then, my mother told me about this service they were promoting in her area, house warranty protection and the company doing it, Total Home Protection. Hesitant, I gave them a call. Long story short, I am now their customer, and I recently claimed a section of my pipes that had completely ripped apart. They sent someone over, got it fixed, paid nickels on my side. Give these guys a call if your house is getting ready to quit on you, trust me.