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Address: 300 McGaw Drive, Ste 2, Edison, New Jersey, United States, 08837
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More than one issue. I called the company advertises they are open 24 hours a day 365 days a year. They are not they are closed on weekends and evenings. They offer 48 hour service . Took 11 days to get someone out here. The failed to repair or replace my item by stating it couldn’t have happened during the covereage term. Which it did. My policy was in full effect in addition the false advertising states they cover what will happen. It happened and it wasn’t covered!
Tell us why
Thank you contacting us with the above referenced complaint. We at Total Home Protection treat each complaint with the utmost respect and use this feedback to better serve our valued customers. Understandably there are two sides to every story and always look for a fair resolution between all parties.
The consumer placed a claim for the clothes washer on 11/20/2017. As per the service agreement, our claims hotline is available to take new claims 24/7. Servicing of claims must be done during normal business hours; however, we do have emergency procedures for extreme heat or cold. It’s important to read and understand of coverage offered through the service agreement. Accel Appliance Service diagnosed the washer stating the seal was worn out and bearing we all rusted and corroded. Please understand that coverage started just 4 days prior and the contract clearly discloses that pre-existing conditions and failures due to rust and corrosion are not covered under the contract. Rust and corrosion build-up does not occur in just 4 days, and since the failure was as a RESULT of rust/corrosion the claim was appropriately denied coverage.
The consumer requested to cancel service, so as a gesture of good customer service we waived the cancellation fees.
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 ***.
here...
[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: What they are saying is false that was not the diagnosis. In addition I bought my warranty 34 days prior to the issue. The company states they cover “what will happen”. In addition they asked me to sign a document to get my money back which stated I would not talk bad about the company. I have never had any issues with a warranty company. This company is the worst I have ever dealt with. The repair guy even brought the parts with him to fix it and stated he had never seen one not pay for this. Did I mention it took 11 days to get someone here!
Regards
After submitting a claim the rep informed me that they do not cover normal wear and tear of household problems. Mine was a plumbing break inside the house, and not covered.
I have had the worst experience with filing getting them to honor their advertisement. The have the most unprofessional escalation department I've ever experienced. Stacey Pierre was very unprofessional with handling my claim. I had to pay out of pocket to get my heating, in my home fixed due to the companies dispute with the original vendor they'd appointed to assist me. Come to find out, there was a dispute stating payments hadn't been rendered to vendor for previous service provisions for other clients. They drug they're feet so long, I had to call and speak to Gill. He informed me that they were looking into the matter of appointing another contractor, due to the original contractor not honoring the services. He also told me that if I couldn't wait for them, because of the previous incident, I could find one on my own and they would reimburse me for what I would have to pay to get the heating going again. I did just that. Now they are giving me hassle about sending pictures, serial numbers, etc. for the services that were rendered to get my unit back on track.
Stacey Pierre, escalations supervisor, was very rude, talking over me, not listening to my explanation, not honoring her work as to why she didn't get back with me in a couple of hours as she promises. A whole 24 hours went by before I had to call back to customer svc, they give me the run around, and end up speaking back to her ironically. When she found out it was me, she tried to say that the way we left the conversation, from the previous day, instead of a couple of hours later as promised, she tried to move off the subject of her failure to communicate back to me in time restraints that she originally gave. I proceeded to ask to speak with her boss because she wasn't helpful at all in getting me to understand her logic behind what was promised and what hasn't happened.
She told me that there was no one else to speak with and she was as high as it goes. I told thanks for nothing and I would be getting in touch with someone higher than her. I wish the star system went in the negative!!!!
Placed a claim on my heater last week, my unit was not turning.
I would like to say thank you for such a fast response. Spoke to a Mr Joe from customer service and he was very helpful and assisted with my problem like if it was his own.
The tech was at my home within 24hrs after I placed my claim. The only thing I had to pay was my $60 copay .
I truly recommend Total Home Protection to everyone great customer service, great techs and fast response.
I have a contract with Total Home Protection as of 7/14/17 my first request for service was for a built in Microwave Oven that stopped working, they assigned a contractor to me my E-Mail, who said they did not have the time to check it out, I called THP back and they assigned a other contractor, who could not do it because they were in NY about 100 miles away!! A third and fourth attempt at getting a contractor was also was unsuccessful . THP then
said they would send me a check for $200.00 for a new oven because it NOW would not be worth fixing a microwave oven , that was on Sept 6th about 6 weeks later I called to find out why I have not received the check and was told that it was sent out, but because I did receive it they would send out a new one. Called back about a week later and was then told I would have to wait 3 months or pay for a stop payment on the check.
My next request for service was on 11/9/17 for a freezer that was not working and same as before was assigned a contractor that could not do the work, and then by one that was in PA about 70 miles away and then by the third one who did not answer the phone for 2 days but could do the job of fixing the REFRIGERATOR !!! They were told from the beginning that it was a FREEZER . I then found out freezers are NOT covered. SO if it was my refrigerator that was not working it would have been at LEAST 8 days from my first call to get service and it took about 2 weeks for the microwave issue to get resolved. So if I need my furnace repaired in the middle of winter my family should have to freeze for weeks to get service??
So I asked to cancel my contract but was told that I would not get my $200 check they owe me if I am not paying my monthly service fee. !!!!
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.
In an effort to resolve this complaint we have re-issued a check for $200 for the microwave. Check # *** was mailed to ***, Toms River, NJ ***.
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,
David J Total Home Protection Toll Free: www.totalhomeprotection.com
Total Home Protection of ***, Suite ***, Philadelphia Pa *** sold me a home warranty on my appliance on 09/13/2017. I have made two request to have my washing repair and they have denied my claim. They stated that is was a preexisting condition. The repairman did not examine the machine or attempt to repair. After some research, it appears that this is a pattern with this company. Please inquire .
To Whom It May Concern:
Thank you contacting us with the above referenced complaint. We at Total Home Protection treat each complaint with the utmost respect and use this feedback to better serve our valued customers. Understandably there are two sides to every story and always look for a fair resolution between all parties.
*** placed a claim for the clothes washer on 9/13/17. 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 “Saturday”. This would make that date 9/9/17. 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 9/13/17. Being that the unit was not working properly on 9/9/17, this is absolute definition of a “pre-existing condition” and NOT in proper working order on the effective coverage start date of 9/13/17.
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,
David J Total Home Protection Toll Free: www.totalhomeprotection.com
I purchased a home warranty service through Total home protection as a referral through my brother. My brother had issues with his warranty, so a week into the agreement, I called the sales rep to cancel the service. The sales rep said he was escalating the issue. On 9/26/17, I received a call from Stacy ext. *** and she offered me 2 free sales calls if I kept my service. She also said that I would receive a full refund since I did attempt to cancel my service a week into the agreement. I called Stacy on 11/6/17 to see if my account was cancel and she transferred me to Oscar at ext. 7. Oscar said that he would cancel the account as of 11/6/17 and that I would not receive a full refund. I informed Oscar that I was promised a full refund from Stacy at ext *** and he informed me that he was her boss and that he was not issuing a full refund. I replied that this is unacceptable and that if we could get Stacy on the line that we could clear this up. Oscar replied, that Stacy was busy and I was not getting a full refund. Oscar was very dismissive and said that he was very busy and did not have time to listen to my complaint. Oscar stated that he does not report to any other manager and that he works directly under the CEO of the company. Oscar was not concerned with customer satisfaction and was very rude and short in his conversation.
To Whom It May Concern:
Thank you contacting us with the above referenced complaint. We at Total Home Protection treat each complaint with the utmost respect and use this feedback to better serve our valued customers. Understandably there are two sides to every story and always look for a fair resolution between all parties.
Please note that the consumer requested to cancel service on 9/21/17. Stacey in customer service left he consumer a voicemail on 9/22/17 and eventually spoke with the consumer on 9/26/17. We offered *** two free service call fees in good faith to keep the policy and try out the services. The consumer agreed to keep the policy. *** later contacted us on 11/6/17 and requested to cancel services. We discussed the cancellation policy as outlined in the terms & conditions. An applicable prorated refund of $950.00 is being processed accordingly. Full terms and conditions can be found at http://www.totalhomeprotection.com/terms.
We at Total Home Protection have an unwavering commitment to uphold our founding ideals to provide industry-leading home warranty products and exceptional services to the customers we're privileged to serve. If the consumer would like to cancel coverage, please call *** to process this request.
Sincerely,
David J Total Home Protection Toll Free: www.totalhomeprotection.com
Date: Mon, Dec 4, 2017 at 11:29 AMPlease be advised that we spoke to the customer and offered to waive all cancellation fees. A full refund in the amount of $1500 has been issued via check. Check number *** should arrive to the customer within 3-5 days. Please close this complaint as resolved. Thank you, Dave J
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Regards
I purchased Total Home Protection, my tenant Claim #*** They had promotion so we paid yearly $349.30 Service Call $45.00 each. My tenant has issue with refrigerator not cooling? what I heard from this warranty company over the phone that they will only put one quart of gas in case needed for refrigertor or air conditioner not more that but now they say, they do not cover look at the policy? It is just lie.
Something is wrong here?
Also when purchasing policy, over the phone guy said TOTAL HOME PROTECTION company is committed and designed to protect you from unexpected. I do not know who to believe? It is real unexpected, gas gone so not cooling????
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 policy holder placed a refrigerator claim on 10/26/17. *** diagnosed the unit stated the following cause of failure: Unit not cooling due to line restriction.
As per the terms of service, this failure is excluded from coverage, as stated:
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 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 me at .
Sincerely,
David J Total Home Protection Toll Free: www.totalhomeprotection.com
I am so sad to know that "Total Home Protection" has this name, they should call themselves "limited home protection" not total home protection. It is just disgusting to have home warranty with them. they do not cover anything they always find reason to say sorry it is not covered. My Tenant is so mad cause when we got the warranty? we were told that when unexpected will happened, count on Total Home Warranty according the guys we talked when getting policy. he said "If Total Home Protection can not repair they will replace it" My tenant deserves either repair or replacement which was promised when purchased this warranty.
I strongly request that this company should not be allowed to do business in USA. In our refrigerator case, they do not cover almost anything, what is covered then??? nothing, according to them, it was surprising to know that they do not cover the important things, like Freon etc. It is not good business practices which should be subject to investigation.
I would appreciate if you would get us worth of money? we got nothing but lost extra money, because we paid to the service guy and then we were told that it is not covered. They say buy new one??? if we buy new one then why we need home warranty on the first place??? service guy who came said, he can not repair because insurance company did not allowed him, which says a lot. I guess it says everything that they are here to not help but collect money on fake and hidden promises to earn business from consumers like me. It is simply very sad
*** Owner
Tenant ***
[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
Total Home Protection properly addressed this complaint and cited the appropriate section of the policy, which was grounds for denial of coverage. The “line restriction” is clearly listed under not covered section of coverage. 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. In an effort to provide good customer service, we will authorize one free service call fee on the next claim. For further assistance, please reach out to us .
In August I filed an electrical claim. During a storm, our electricity went out in our living room. It was not a direct lightning strike, we don't know what caused it to go out. THP assigned a company to the claim, we never heard from the company. In September, I called and re-filed the claim due to inactivity, THP assigned a new company to the claim. That contractor came out and looked at our issue and submitted a claim.
Their advertisement on their recording states "We cover normal wear and tear!". They denied the claim because he needed to run new lines. DUH! The lines were obviously damaged by the storm!
A THP representative, Staci, called me and said they would agree to cover all but $100 of the claim. That was three weeks ago and 3 phone calls ago. The contractor has yet to hear from THP, and I've yet to hear anything from my phone calls back to Staci. I called today to cancel my coverage effective immediately and asked for my last 3 months of premiums to be reimbursed because this claim has been going on, unsettled, for 3 months. They cancelled my coverage but refuse to reimburse the $150 they've collected while doing absolutely NOTHING for me.
In the meantime, we are still living with extension cords from our office to our living room. Doesn't sound safe to me.
I wish to be reimbursed at least the last 2 or three months of premium we paid so we can put that toward getting our electricity fixed.
Tell us why here...Revdex.com 1880 John F. Kennedy Blvd., Suite 1330 Philadelphia, PA 19103 6/13/2017COMPLAINT 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 we always look for a fair resolution between all parties.*** placed an electrical claim on 10/06/2017. The contractor we sent out to diagnose the issue stated that he needed to run a new wire to resolve the issue. The claim was then determined to be a non covered issue due to the fact that we do not run new wires per our policy section 5-I. When the customer called in and spoke with Stacy, we have offered half the cost of the repair as a goodwill gesture. To resolve any complaints against the company we are more than happy to issue you back 2 months worth of payments back to you.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,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:
They are not telling the truth! My original electrical claim was filed back in August 2017! I was forced to re-file another claim in October once I determined that the contractor they hired was not responding to our calls because they said 30 days had passed, that's why I had to re-file the SAME claim in October.
Also, they did not even touch on the fact that their representative did agree to pay for the repairs, but then she failed to respond to my inquiries after agreeing to pay for them.
Regards
I was mislead about coverage cap and general coverage from sales rep. I was charged for two service calls and requested only one sevice. When tech called me he only had a plumbing leak on ticket. I requested leak and water heater. I call THP and reminded them I included the water heater the first time. They told the plumber to charge me for two when they said it was added to the first ticket they didn't include. There Rep says the other warranty companies are lying to me about coverage. I have in writing they cover what total home does not. There Rep in there own reps words lied to me about cap and plumbing coverage. Please help I wish to cancel do to these events and acquire coverage that is actually what the salesman verbally say it is. Thank you for you help. *** p.s. Plubmbing is leaking under house and smells I'm concerned about mold and my year old granddaughter!
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.
Please note that the THP service agreement has limitations, caps, and exclusions, as do all home service contracts. Full terms and conditions can be found at http://www.totalhomeprotection.com/terms. We offer all customers a 30-day moneyback guarantee to properly review and under the coverage offered by THP. Please also note that we will be closely monitoring the salesperson’s conversations. Most calls are recorded. Re-training or employment termination will be considered during our internal investigation.
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.
Contracted with company on 9/14 for a $375 14 month plan. Filed a claim 39 days into the policy for a faulty built in microwave. Microwave stopped working a few days prior to calling on 10/23. Technician came out on 10/24. Determined fuses and control board were bad. Cost of service fee was $45. Followed up calling Total Home Protective Services the next day 10/25. Was told they did not receive diagnosis yet. Followed up on 10/30 and was told that microwave was determined to have a pre-existing issue which they were unable to prove or give any further information as to how it was assumed when the microwave had faulted. They informed me it would not be covered, but offered $100 as a gesture of good faith instead of fixing the microwave for $50 more. I asked for a full refund which I was denied and they agreed to refund me $275 in 5-10 business days while they keep $100 for which they provided no tangible service, product or coverage and I also lost $45 for the service call only to find out what was wrong with the microwave which still needs to be repaired or replaced. Highly recommend NOT using Total Home Protection as they seek to avoid following through on warranty coverage and trap you with company policy to keep your money for nothing in exchange. Poor customer service, no follow up, poor treatment. *** Veteran, *** Fed employee
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.
Mr. Onorato cancelled his policy on 10/30/2017. We have issued him a full refund of $375.
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 .
Thank you,
The THP Team
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Regards
After six months of using this home warranty company, I decided to cancel my contract due to poor customer service. On August 28, 2017, while on the phone with a customer service representative, I inform the representative that I was termination my contract with them and requested a refund in accordance to my contract. The representative told me they could not honor the contract cancellation provisions due to my contract being offered at a discount. I then read the contract cancellation provision to him: according to para Xll,C; Agreement Coverage Summary cancellation provisions: a pro rata refund of the paid contract fee ($899.15) , for the unexpired term, 35 months of a 42 month contract, (=$749.00), minus a $50 administration fee.( =$699.00 ). Forty-three days later, after sending a letter of request on August 28, 20017 and two telephone calls, I finally received a check in the amount of $543.46, instead of $699.00. The fact of a discount has to baring on the amount of refund, based on the formula in the contract.
Thank you contacting us with the above referenced complaint. We at Total Home Protection treat each complaint with the utmost respect and use this feedback to better serve our valued customers. Understandably there are two sides to every story and always look for a fair resolution between all parties.
Please note that the consumer received six free months of coverage. Since these months were free they were calculated in the prorated refunded.
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,
David J Total Home Protection Toll Free: www.totalhomeprotection.com
While we disagree to ***' stance, we will provide an additional refund check in the amount of $155.54 to close out this complaint and resolve the matter. The 2nd check will be mailed within 7-10 days.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Regards
I HAVE TRIED TO GET SERVICE FOR MORE THEN 3 WEEKS EACH TIME. I GET THE SAME PROMISE WE ARE SEND YOU A COPY OF YOUR POLICY BY EMAIL AND MAIL NEVER HAVE RECEIVED IT. THEY SUPPOSEDLY ISSUED YOU CLAIM REPAIR TO 2 DIFFERENT COMPANIES THEN I CALL ONE DOESN'T DO BUSINESS WITH THEM BECAUSE THEY DON'T PAY A SECOND NEVER RECEIVED A WORK REQUEST FROM THE A PERSON NAME MR ALLEN H SAID HE WAS GOING TO REPLACE MY WASHER BUT HAS DODGED ALL CONTACT WITH ME SINCE HE PROMISED THAT. I ASKED FOR A COMPLETE REFUND AND THEY WON'T DO THAT EITHER NOW I WANT TO KNOW HOW THEY RECEIVED A A++ RATING FROM THE Revdex.com OR IS THAT A FALSE CLAIM AS WELL? mY INTENT IS TO START A LEGAL ACTION AGAINST THEM AS WELL!
---------- Forwarded message ----------From: *** <***@***.com>Date: Thu, Nov 2, 2017 at 2:11 PMSubject: Complaint #***To: Revdex.comCc: "***@totalhomeprotection.com" <***@totalhomeprotection.com>Sir or Ma'am,I would like withdraw my Complaint against Total Home Protection they have settled the matter in a satisfactory manor.Thank You
8/17/17 I took out a home warranty for my home. It went into affect 30 days later. On about 10-3-17 iI heard a faint clicking with my washer machine. Then on 10-5-17 it would not advance through cycles and made this very loud humming noise. So I called Total Home Protection to make a claim. They sent me an email that gave me the number to an appliance company ***. Their phone number is . A nice guy named Josh came out on 10-11-17. Well we turned on the machine on and it did nothing wrong. There was no clicking or humming. We had to turn it on and off about 5 times or so before it did the clicking and humming I'd heard. I was almost afraid that it wasn't going to show him what I heard. So he used my knob and turned it in a sequence and got some error codes. He called it a clutch and control board. Anyway it had multiple component failure. So they called 10-25-17 and said my claim was denied for prexisting condition. I talked first with Jason a CSR Supervisor. He said that the technition said it was preexisting problem. He said my only recourse was to hire someone else to come out and if thier findings were different they may pay the claim. So I called *** and they were shocked and said they submitted that it was normal wear and tear which even their little jingle you hear while waiting on a person to answer says it covers normal wear and tear. So today after speaking with the Appliance company, they called and restated it was normal wear and tear. Then I called Total Home Protection escalation dept. I was told they just determined it was a preexisting problem even though thier own technician said otherwise. Then she offered me $75.00 to basically go away so I asked why they couldn't speak with thier technician and verify what I've told them is true and relook at it. I asked you to speak to her manager and was told I'd have to be called within 48 hours. The sales dept misrepresents their product. They are denying based on their own opinion not techs
I am writing to say that Total Protection and I have come to a fair resolution.
I signed contract with Total Home Protection in March 2017.
The covered items, including "optional coverage" are clearly specified in this "Platinum Plan".
The company constantly rejecting the service if price ( quoted by their assigned technician) exceed their expectation.
The supervisor/managers are not providing any reasonable explanations and refusing to send a written explanation.
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.
All claims have been properly serviced in accordance with the Service Agreement. We are committed to providing a positive customer experience and doing the right thing for all our customers, contractors, employees, and our company. The consumer requested service for an instant hot water dispenser. Unfortunately, this system/component is not included in the coverage that we offer. We do not offer this coverage as part of the Platinum Plan, nor do we offer it as optional coverage. For a complete list of coverage please visit http://***/terms.
We at Total Home Protection have an unwavering commitment to uphold our founding ideals to provide industry-leading home warranty products and exceptional services to the customers we're privileged to serve. If you have any questions, please contact me at *** ext. ***.
Sincerely,
David J Total Home Protection Toll Free:
I spoke with Mr *** and came to a mutually agreeable resolution. A goodwill check in the amount of $187.00 will be mailed to the consumer. Thank you for allowing us to assist you.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Regards
I purchased my warranty with Total Home Protection in June of 2017. I made two claims in October. The first one was a air conditioning problem with the fan motor and a capacitor, both of which are covered under their guide lines. However, I was first denied and it took two weeks to get it resolved in temperatures near 100 degrees in AZ. The second claim was a minor roof repair which was also denied and I had their supposed roof coverage. I never had claims denied like this before in over 20 years. Additionally, I had to call them for the status at every level. I would not recommend this company and I am frankly disgusted with their performance and customer service
Total home protection company won't cover the cost of repair/replace our air conditioner because they said that air conditioner was not regularly tune up and not maintenance every year. They think that our A/C was neglected.. I found out that My A/C last 22 years which was good.. now broke down.. They refused to do anything with our A/C due to lack of tune up or maintenance every year.. we bought the house one year ago.. can you help me with this issue.
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.
*** placed a claim for the A/C unit located in the home on 10/5/2017. Upon the diagnosis, the technician reported that the unit had severe lack of maintenance. We understand that *** recently moved into the home, however lack of maintenance goes with the overall unit not with purchase of the home. Under our policy, the unit must be maintained per manufacturer specifications.
Based on pictures we received from the technician, there is extreme buildup of dust on the blower motor and on the unit in general. Green liquid was present on the unit and neither technician nor customer were able to identify what it is. In conclusion, this lead us to believe that unit was never maintained or cleaned at all. We will be able to provide pictures to prove our stance.
Please refer to our policy terms in section 7-D which states:
VII. GENERAL LIMITATIONS OF LIABILITY
D. This Agreement covers only repairs and/or replacements due to mechanical failure attributable to ordinary wear and tear. Accordingly, the Agreement does not cover failures which may result from other causes, such as without limitation abuse; misuse and/or neglect; lack of maintenance; rust and/or corrosion; noise without a related mechanical failure; chemical or sedimentary build up; lightning strikes; missing parts; animal, pet and/or pest damage; power failure; power surge; fire; casualty; acts of God; structural and/or property damage; flood; smoke; earthquake; freeze damage; accidents; war; acts of terrorism; nuclear explosion, reaction, radiation or radioactive contamination; insurrection; riots; vandalism; or intentional destruction of property. This Agreement does not cover mechanical failures resulting directly or indirectly from or caused by mold, mildew, mycotoxins, fungus, bacteria, virus, condensation, and/or wet or dry rot regardless of the source, origin, or location and any other cause or event contributing concurrently or in any sequence to the mechanical failure.
Total Home Protection properly addressed this complaint and cited numerous sections of the policy, which are grounds for denial of coverage. The pictures provided were evident of a clear lack of maintenance, and unfortunately, we can not offer coverage in that case. We sincerely apologize for your negative experience and would like to assist with a resolution. In an effort to resolve and close the dispute, we will authorize one free service call fee on the next claim. For further assistance, please reach out to us .
Regards,
The THP Team
Total Home Protection properly addressed this complaint and cited applicable sections of the policy, which are grounds for denial of coverage. All home service contracts have inclusions as well as exclusions. In this case the A/C failure was as a result of a non-covered condition. We sincerely apologize for your negative experience, but this failure is not included in coverage. As a gesture of good customer we can offer one free service call fee as a courtesy. For additional assistance, please reach out to us
[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 already said before two different HVAC guys claimed it was not due to dust or dirty it is wear and tear that is under your policy for warranty so you are trying to cover up and making up an excuse blaming for dirty and dust I dont accept your reason at all.
Regards
Total Home Protection and it's field reps were very deceptive, unprofessional, and unreliable. Sales reps flat out lie to get your business. I have a recording of a sales rep telling me that rust and normal wear and tear is covered, however a couple of months, after I signed up with the company, a customer service representative stated that rust and normal wear and tear are not covered. In essence my claim to have my A/C was denied. I had a home warranty but had to invest in window units and a hotel room due to the fact that I could not afford to pay for a new unit, which I thought would be covered under my home warranty. A field rep that came to my home stated that the company probably would not replace my unit because they have not "gotten enough money out of me yet". I believe he said this in confidence, however I took that comment very personally. This organization needs to be held accountable for its deceptive, bad faith insurance practices.
To Whom It May Concern:
Thank you contacting us with the above referenced complaint. We at Total Home Protection treat each complaint with the utmost respect and use this feedback to better serve our valued customers. Understandably there are two sides to every story and always look for a fair resolution between all parties.
*** placed a claim for the A/C, stating the unit is not cooling. The claim was placed on 9/15/17, approx. one week after coverage went into effect. We assigned Rescue Guy Appliances and HVAC to diagnose the unit. The technician stated the following caused of failire:
· Unit Is Out Of Freon. Unit Holds About 8 Lbs
· The Leak Was Coming From The Evap Coil. The Evap Coil Was Also Rusted And Corroded
It was evident from the condition of the unit that the system had pre-existing conditions (the unit was completely empty of Freon and the corrosion takes time to develop). In addition, the policy does not cover failures as a result of rust or corrosion.
A. The following are not included during the contract term; (i) malfunction or improper operation due to rust or corrosion of all systems and appliances, (ii) collapsed ductwork, (iii) known or unknown pre-existing conditions, deficiencies and/or defects.
This claim has 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. However, we insist that all consumers abide by the terms of service. In an effort to resolve the dispute we will agree to a refund of paid contract fees to date. Should the consumer wish to proceed with cancellation and refund, please email [email protected] and reference "Revdex.com Settlement" in the subject line.
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,
David J Total Home Protection Toll Free: www.totalhomeprotection.com
Thank you for your response. From the diagnosis received, the claim was denied as a RESULT of rust and corrosion.
Visible rust would not constitute a denial of coverage, but in this case the rust and corrosion is what lead to the failure. In effort to resolve the complaint, we are willing to offer a full refund to close out this dispute.
Complaint: ***
I am rejecting this response because:
This organization agreed to give me a refund but only if I agree to the following terms: "refrain from disclosing to any third party, the existence or content of this Agreement, and the existence or content of the information, documents and items related to the Claim or the relationship between Releaser and Total Home Protection, LLC. In addition, any disparaging, damaging, derogatory, or pejorative reviews or comments to any organizations regarding Total Home Protection must be removed or reported as resolved. If Releaser violates this paragraph, Total Home Protection, LLC shall be entitled to an immediate full refund of the Payment as well as any other damages, including costs and actual attorneys’ fees, incurred by Total Home Protection, LLC in enforcing this Agreement." This is a complete violation of my FIRST AMENDMENT RIGHTS. I want a refund but I refuse to agree to these terms. The organization did not respond to my request to amend this document.I would like a refund plus damages due to the company's negligence, cohersion, and fraudulent claims of covering my equipment which I had repair with myself.
Regards
Total Home Protection (THP) has been fraudulent per contract. We have submitted claims of which contractors were not affiliated with THP at all. The toilet contractor informed us and we kept informing THP. the refrigerator contractor came out to our home because according to dispatch he was unaware. THP's advertisement states that they will repair and or replace appliances which go out under wear and tear. I have been without a refrigerator from October 4th to present.
Every Refrigerator on the market has a line of freon and or Tetrafluoroethane as a coolant and consumers should be told upfront that this will not be covered, even though it is part of the mechanics of basic refrigeration function.
Stacey, a supervisor, who claimed to be a manager has prolonged a wild goose chase, stating that she is waiting to hear from the service worker of *** (***). According to ***, dispatcher of ***, they have informed THP several times they are not contracted with THP.
The run around and unprofessionalism of THP should cause a shutdown of the company. 100% unsatisfactory as a consumer.
We allowed the company a three month and three different claims to prove and stand by their advertisement but they completely failed. The company advertises to rely on them for repairs and or replacements of basic appliances in the home, but their process is in direct contradiction. they find every element to avoid repairs and or replacement as promised. The exclusions should be visible on their advertisement!
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.
*** and *** placed a claim for the refrigerator, stating the unit is not cooling. We assigned General Appliance & Insurance Service to diagnose the unit. The technician stated the following: “Compressor Is Shot Not Working Needs To Be Replaced, There A Line Restriction In The Unit Causing Compressor Not To Function.”
THP does not cover Line Restrictions, as stated in the policy.
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.
This claim has 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. However, we insist that all consumers abide by the terms of service.
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,
David J Total Home Protection Toll Free: www.totalhomeprotection.com
I purchased a home warranty form this company effective 4/22/17 to 6/3/18. In June 2017 I Had problems with my AC unit, it was not getting cold. I reported this to Total Home protect. They dispatched a tech form ***. The technician put in freeon so I coule have some cooling for the mean time but said that the system needed to be replaced it could not be repaired and he reported that to THP. THP told *** to go back out and inspect the duckwork, and the tech did and reported that he did and system needed to be replaced. THP again told the tech to go back out and do a leak test, but the tech refused stating that he did all he could and that the system was not fixable and recommended replacement and reported to me that he will no longer be working with THP because they did not pay him. I called THP and told them that according to their contract, if they could not fix it they are to replace the system. They looked up replacement cost leading me to believe the were going to stand by their contractual agreement- but only made more excuses. I realized that THP was not going to stand behind their agreement so I cancelled my contract. They tried to talk me out of it, hung up on me, argued with me, would not give me information on their corporate office, would not transfer me to a Manager. I called at least 15 times between July 25th and October 2017. I also faxed my cancellation request in writing. I called again on 9/24/17 asking why I did not get me refund of $226.75- they said they sent the check but would not tell me the check number, the bank it was issued on or when they sent it. They said they would reissue another check and I would get it in 5-7 days. I contacted the Company via their website asking again for my refund on 10/06/17. On October 9th 2017 someone called stating they were from Retention and to call them back. I am no longer calling I am only responding in writing. I believe they are a fraudulent Company.
To Whom It May Concern:
Thank you contacting us with the above referenced complaint. We at Total Home Protection treat each complaint with the utmost respect and use this feedback to better serve our valued customers. Understandably there are two sides to every story and always look for a fair resolution between all parties.
*** placed a claim for the A/C, stating the unit is not cooling. We assigned Pacific Heat & Air Inc to diagnose the unit. The technician stated the following: “The Unit Is Not Cooling Adequately Because The Unit Is Undersized For The Home And The Unit Needs To Be Upgraded Freon R22”
THP does not cover undersized or oversized failures, as stated in the policy.
F. This Agreement does not cover upgrading or making modifications to items due to, but not limited to, the following reasons: capacity (over or undersized); dimensional or design change; conditions of insufficient or excessive water pressure; conditions of inadequate wiring capacity; circuit overload; power failure and/or surge; failure to meet building code(s); zoning requirements; utility regulations; or failure to comply with local, state or federal laws or regulations.
This claim has 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. However, we insist that all consumers abide by the terms of service.
The consumer requested to cancel services. We issued a prorated refund via check, check number *** was mailed to ***.
We at Total Home Protection have an unwavering commitment to uphold our founding ideals to provide industry-leading home warranty products and exceptional services to the customers we're privileged to serve. If you have any questions, please contact me at ***.
Sincerely,
David *** Total Home Protection
Complaint: ***
I am rejecting this response because: The statement that Total Home Protect is not accurate. Not only did they not pay the vendor, that is not what the vendor reported and I can provide that proof- they continue to try to get out of honoring their contracts. Additionally, it was only when I contacted the Revdex.com, the Federal Trade Commission and the Consumer Services did they send a refund which took them only 2 days to send. I believe this business should be fined and made to honor their contract with me and replace my AC.
Regards
We sincerely apologize for your frustration. In an effort to resolve this dispute and provide good customer service, we will be issuing a courtesy additional refund of $50 whereas we have waived the $50 early termination fee. Check # *** has been mailed on 10/27/17. Please close out this complaint as we made a good faith effort to resolve the dispute. Thank you for your time.