Total Home Protection

Hello ***,

We are sorry to hear that you were not pleased with our service. All of the limitations of our policy were clearly specified in the literature received as well as online.

To sum everything up, the reason why the plumbing was not covered was due to rust and corrosion, which is not covered in several places in our policy. Galvanized piping was mentioned as this material is highly susceptible to rust and corrosion. That is why the plumbing claim could not be covered.

F. Plumbing System and Stoppage

NOT COVERED: All plumbing in or under the ground, foundation or slab; all piping and plumbing outside of the perimeter of the foundation; any piping or plumbing in a detached structure; stoppage of concrete encased lines; any fees for locating, accessing or installing cleanouts; removal of water closets/toilets in order to clear stoppages, any fees for photo/video equipment, hydro-jetting equipment; jet or steam clearing; chemicals; stoppages caused by root invasion; stoppages caused by foreign objects, such as but not limited to, sanitary wipes, toys, bottle caps, etc.; bath tubs; toilet lids and seats; sinks; cracked porcelain; basket and strainers; pop-up assemblies; glass; bidets; electronic toilets/bidets; caulking or grout; color or purity of the water in the system; concrete encased plumbing; conditions of insufficient or excessive water pressure; conditions of water flow restriction due to scale, rust, sediment, and other deposits; exterior hose bibs; faucets and fixtures; water softeners; freeze damage; holding and pressure tanks; jet pumps; laundry tubs; lawn sprinkler systems; saunas and/or steam systems; polybutylene or quest piping; galvanized drain lines; drum traps; flange; repair and finish of any floors where it is necessary to break through to effect repairs; septic tanks and systems in or outside of the home; sewage ejector pumps; sewer and water laterals; shower enclosures and base pans. We will pay no more than $500 per contract term for access, diagnosis, repair and/or replacement.

In regards to the water heater claim, the main tank is the only component of the water heater we do not cover. That too, is listed clearly in our policy under the water heater section.

G. Water Heater

COVERED: All components and parts for gas and/or electric hot water heaters, including circulating pumps, except:

NOT COVERED: Auxiliary and secondary holding/storage tanks; main, holding or storage tanks; expansion tanks; base pans; drain pans and drain lines; pressure reducing valve, sediment build-up, rust and corrosion; color or purity of water; flues; vent pipes/lines; insulation and insulation blankets; heat recovery units; tankless hot water heaters; low boy and/or squat water heaters; solar water heaters including all solar components and parts; any noise without a related mechanical failure; racks; straps; timers; energy management systems; commercial grade equipment and units exceeding 75 gallons.

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.

In order to resolve this issue, THP will cancel the above policy and issue a full refund of $374.25.

Hello ***,

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.

We sincerely apologize for the dissatisfaction of service you received with our company. We would like to offer you a full refund of $374.26. Although, we are saddened to hear about your experience with us, we wish you the best of luck in the future.

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.

Total Home Protection properly addressed this complaint and cited numerous sections of the policy, which are grounds for denial of coverage. 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 offer you a full refund of $399.00.

Please respond via Revdex.com if this is the accepted resolution. We will issue your refund right away with your response.

Sincerely, Total Home Protection

Hello ***,

Since you cancelled the policy, we are unable to send you a technician to fix this issue. However, we will be more than happy to give you a full refund of $163.75. We are extremely sorry that this claim did not work out in your favor. We wish you the best of luck in the future.

Hello ***,

We sincerely apologize for your experience and the way you feel about our company. We were willing to give you a full refund for your experience on all 6 of your policies. However, you disputed every charge from 2/23-6/23 for $249.63 per month with your credit card company already.

Here is the break down of all the disputed credit card charges:

2/23/2017 $249.63

3/23/2017 $249.63

4/23/2017 $249.63

5/23/2017 $249.63

6/23/2017 $249.63

At present, no refund is due from our company and you will be obtaining that refund through ***.

We wish you the best of luck in the future.

Hello ***,

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.

You placed a claim for the garage door opener on 6/29/2017, stating the door was not opening/closing all the way. There are a few discrepancies with your complaint that need to be brought to light. The unit could not have suffered it's first failure on July 5th...you called the claim in to us on 6/29/17 at 5:29 pm. The spring was never reported to us as being broken, not by you or the technician who went out. The technician found that there were multiple component failures of the control board and the rpm sensors. We asked the technician was this caused by a power surge and were told no, that they had gone out due to normal wear and tear. The technician was then asked would the unit have worked if any one of these were out. They replied that the rpm sensors most likely went first, and that it would be possible to operate the unit without them, and the control board most likely went out some time after. Seeing as how you placed this claim 6 days after the policy start date, this was deemed a pre-existing issue.

We also do not feel in any way that you planned this. Our policy states that "any known or unknown pre-existing issues will not be covered". This was obviously an unknown pre-existing issue. We are sorry that this claim did not work out for you in your favor, but we certainly do not put fraud accusations against our customers.

We would have been able to assist you in some manner or another, but the policy has already been cancelled per your request. We wish you nothing but the best moving forward.

Thank you contacting us with the above referenced complaint. We at Total Home Protection treat each complaint with the utmost respect and use this feedback to better serve our valued customers. Understandably there are two sides to every story and always look for a fair resolution between all parties.

On July 5-6th, you placed claims for the clothes washer, built in microwave, and oven. We attempted to send technicians out to service these units. Unfortunately, we had no luck with contacting technicians to service the area.. We presented the reimbursement option, however you decided to cancel your policy.

Please reference the following policy terms:

VII. GENERAL LIMITATIONS OF LIABILITY

O. This Agreement does not cover delays or failures to provide service caused by, or related to any of the exclusions listed herein; shortages of labor and/or materials; or any other cause beyond our reasonable control. This Agreement does not cover additional charges to access or transport materials, supplies, or independent Service Contractors to the covered property due to lack of or inhibited serviceability, such as but not limited to, tolls, required use of ferries or barges and/or remote locations.

We apologize for any inconvenience this may have cause. However, we will be more than happy to give you a full refund of $156.00. We are extremely sorry that this claim did not work out in your favor. We wish you the best of luck in the future.

I have read your complaint and resolution request.

In regards to the poor service you received, this was not indicative of what we do every day. In a business where you are relying on other vendors , situations like this do occur from time to time and I am sorry you have went through them.

In regards to a resolution, I can grant you a full refund of the money paid for the premium and I will waive the cancellation fee. I noticed in your complaint to the Revdex.com, that you neglected to mention that you have only paid for four months of coverage, as your account has been past due since the month of May (the June and July payments were declined).

The amount you would be refunded is $168.52, which is for four (4) months of coverage, and the cancellation fee will be waived on this account as a gesture of good faith.

This is the only resolution we can agree to, as we cannot justify paying you for months that were not charged to your card.

A check in the amount of $168.52 has been issued.

If you have not received it between 10-15 business, please call us at ***

This complaint is resolved. No further action is required from Total Home Protection.

Thank you

Hello ***,

We apologize for the way you feel about our company. We felt that we have gone above and beyond our policy expectations. Of the six claims that were placed, four of those were covered claims. We also do offer refunds, prorated against the total policy cost.

In regards to the enormous discount offered to you at the time of sale, there was no refund left to give between the cancellation fee, the work performed, and the monthly prorate. All of these issues not withstanding, I have been authorized to offer a full refund minus the cost of the work performed ($88.00). This would leave a refund of $311.00.

If this will resolve this issue, we would have no issue with this arrangement.

THP has issued a refund check in the amount of $311 on 10/27/17. Check # *** has been mailed to ***, Carrollton, TX ***. Please close out complaint accordingly. Thank you!

To Whom It May Concern:

Thank you contacting us with the above referenced complaint. We at Total Home Protection treat each complaint with the utmost respect and use this feedback to better serve our valued customers. Understandably there are two sides to every story and always look for a fair resolution between all parties.

Mr. will receive a reimbursement check in the amount of $78.00. Please allow 30 days for processing.

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

Desired Settlement: Refund

I would like to ask Total Homeshield Protection to refund the 78.00 I was charged over the amount of my policy deductible.

Mr. disputed the amount of $78. We issued a refund check in the amount of $78.00. On July 15th, Mr. accepted our response to issue him the refund check. On July 16th, the complaint was marked closed and resolved.

THP honored and resolved the issue with this complaint. There is no further action required on our behalf.

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 air conditioning unit on 6/19/2017, stating there was inadequate cooling. The customer used their own technician to diagnose the unit. Upon diagnosis, the technician stated :The compressor is shorted to ground and needs to be replaced.

Please refer to the policy where it specifically states what is not covered.

Section V: COVERAGE, Letter A. AIR CONDITIONING

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.

Unfortunately, we are unable to cover the claim, due to our policy exclusions.

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

In reviewing your complaint, there are a few things that I must note:

The 24 hours claim service is only for accepting service requests. It is not for the checking of statuses, or authorizations after hours. Only the customer service department does that, and they are only operating on normal business hours. In the policy it states as much:

III. REQUESTING SERVICE – CALL

A. We must be notified as soon as the malfunction is discovered and prior to expiration of the Agreement. You can request service by calling . We will accept service requests 24 hours a day, 7 days a week. We will not provide service until all past due Trade Service Call Fees and Plan Fees are made current.

The issue with locating a tech was explained to you on a previous call in. On 6/20/17, you stated to our customer department that you were going to secure a technician. At that point we stopped looking for a technician as we cannot have two technicians assigned to the same claim. If you had chosen to not go through the reimbursement option, we would have continued to reach out to vendors to get a technician to your home. Please note as well that our policy allows us 48 hours to locate a technician, and 96 hours if placed on a weekend, which your call was. We were given less than 48 hours to locate a tech before you asked that you use one of your own:

B. Upon request for service under normal circumstances, we will contact an authorized Service Contractor within two (2) days during normal business hours and four (4) days on weekends and holidays after you request service.

The questions you were referring to is from our standard diagnosis questionnaire, which contains questions pertaining to the make, model, and serial number of your unit, size of the unit, detailed explanation of the failure, costs, and maintenance issues on the unit.

It is also important to note that when you called in the claim, it was one day after the start date of the policy. We still accepted the claim, but could not cover the claim due to the initial report from the technician that the compressor was short to ground. When the technician called back in the next day, we were told this was a mechanical failure of the compressor seizing up. The review department, and the manufacturer both agreed that a seized up compressor is an "over time" failure, which takes weeks to culminate in the compressor valves seizing. This made the claim a pre-existing issue to the policy start date and was the reason why the claim was not covered.

In the interests of resolving this issue, we would like to offer a full refund of what you paid THP, with the waiving of the cancellation fee as well. We understand that this was not a good first experience, and hope that we can resolve this amicably.

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.

Mr. placed a claim for his air conditioning unit on 5/25/2017. THP's authorization department Regrets to inform you that in accordance to the terms and conditions of your policy in conjunction with the information provided,
UNFORTUNATELY, THIS CLAIM IS NOT APPROVED UNDER YOUR POLICY:
Diagnosis: Failure to properly clean or provide maintenance has led to mechanical failure of the air conditioning system.
Please refer to the policy:
Section I. BASIS FOR COVERGE, Letter A. Become inoperable due to normal wear and tear; and
Section V: COVERAGE, Letter 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.

as per: SECTION VII: GENERAL LIMITATIONS OF LIABILITY: LETTER: 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
As well as: SECTION VII: GENERAL LIMITATIONS OF LIABILITY: LETTER: S: This Agreement does not cover performance of routine maintenance. You are responsible for performing all routine maintenance and cleaning for all covered items and systems as specified and recommended by the manufacturer. For example, you are responsible for providing maintenance and cleaning pursuant to manufacturers’ specifications, such as periodic cleaning of heating and air conditioning systems, evaporator coils and condenser coils, as well as periodic filter replacement. We will not pay for repairs or failures that result from your failure to perform normal or routine maintenance.
Details: The condenser coil being totally or partially clogged will cause premature failure of the evaporator coil, first of which would be, the clogged area of the coil would not allow freon to disperse the absorbed heat, this will cause the system over all to operate at a higher temperature which in turn will create higher pressures, causing the evap coil to run at a higher temperature already causes the materials to expand, that with the combination of higher pressures will easily cause an evaporator or condenser coil for that matter to over expand and start leaking. Higher pressure and expansion in areas of the coil that are not designed to for this causes a leak due to a lack of proper routine maintenance.
As a courtesy, THP will offer a free service call fee on 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 questions, please contact me at ***.

Sincerely,

David J Total Home Protection

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.

*** placed a claim for his ice maker on 5/12/2017. We assigned Appliance Brothers to the claim. Due to diagnosis, we reassigned the claim to ***. If the consumer has not set up an appointment with the vendor, they can be reached at or ***@surewest.net. Please contact the service contractor directly to schedule a mutually convenient appointment. Once the technician is contacted and an appointment has been made, we will be able to proceed with this 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 questions, please contact me at .

Sincerely,
David J Total Home Protection

The technician must be contacted in order to proceed with this claim to find a resolution. Your claim has been assigned to ***. They can be reached at or ***@surewest.net. Please contact the service contractor directly to schedule a mutually convenient appointment for the ice maker.

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.

To reach a mutual agreement, THP will cancel the policy, with a full refund, and waive the $50 cancellation fee.

We at Total Home Protection have an unwavering commitment to uphold our founding ideals to provide industry-leading home warranty products and exceptional services to the customers we're privileged to serve. If you have any questions, please contact me at ***

Sincerely,

David J

A replacement check for $303.88 will be mailed to: ***. If this mailing address is incorrect please let us know so we can update our records. The new check will be mailed within 7 days.

On behalf of the Total Home Protection team, we sincerely apologize to *** for any inconvenience this has caused. However, THP has only been in business for about a year, so it is not likely we are spamming his account. In effort to ensure this incident does not happen, we permanently unsubscribed *** email address so he does not receive any emails from our company.

Please be advised that email address *** has been unsubscribed from our database. Marketing is done through a 3rd party and we have passed this email address to our affiliate marketers for removal. Unsubscribing can we done at: ***. Attached is a confirmation of the completed request.

6/13/2017

***

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 plumbing claim on 5/3/2017. The contractor we sent out to diagnose the unit did not work on the plumbing issue the consumer had. We offered the reimbursement option, in which the *** accepted. When going through reimbursement, we request the consumer send us the invoice of the repair from their own technician. We received the reimbursement form on 5/30/2017. *** will receive a reimbursement check in the amount of $180.00. Please allow 30 days for processing.

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

6/13/2017

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.

. and *** placed a claim for their air conditioner on 5/28/2017, stating the unit was not properly cooling. We dispatched Martins Cooling and Heating to diagnose the unit. The diagnosis concluded the cause of the failure was due to severe lack of maintenance. Our technician also found rust, corrosion, and mold with the unit, contributing to the inadequate working condition of the air conditioner.

Per our policy, we are unable to cover the above claim, since the unit was never properly maintained and was severely neglected throughout the years it was in use. We require all units in the home to be in proper working condition. Please see the referenced section of the policy below;

I. BASIS FOR COVERAGE

B. Are in place and in proper working order on the effective date of this Agreement

VII. GENERAL LIMITATIONS OF LIABILITY

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.

D. This Agreement covers only repairs and/or replacements due to mechanical failure attributable to ordinary wear and tear. Accordingly, the Agreement does not cover failures which may result from other causes, such as without limitation abuse; misuse and/or neglect; lack of maintenance; rust and/or corrosion; noise without a related mechanical failure; chemical or sedimentary build up; lightning strikes; missing parts; animal, pet and/or pest damage; power failure; power surge; fire; casualty; acts of God; structural and/or property damage; flood; smoke; earthquake; freeze damage; accidents; war; acts of terrorism; nuclear explosion, reaction, radiation or radioactive contamination; insurrection; riots; vandalism; or intentional destruction of property. This Agreement does not cover mechanical failures resulting directly or indirectly from or caused by mold, mildew, mycotoxins, fungus, bacteria, virus, condensation, and/or wet or dry rot regardless of the source, origin, or location and any other cause or event contributing concurrently or in any sequence to the mechanical failure.

All 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

6/13/2017

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.

All claims have been properly serviced in accordance with the Service Agreement. We are committed to providing a positive customer experience and doing the right thing for all our customers, contractors, employees, and our company. *** placed a claim for a dishwasher on 6/5/2017. We assigned Call Today Appliance Repair to diagnose the unit. Due to the high volume of claims, the company was not able to diagnose the unit in a reasonable time frame. THP offered *** to go through reimbursement, where the customer would contact their own technician to service the unit and we would send a reimbursement check upon receipt of the invoice.

*** was dissatisfied with the terms of service and requested to cancel coverage. In light of this situation, Total Home Protection will sent a refund check to *** for the amount of $69.86.

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

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.

*** placed a claim for her air conditioning unit on 6/4/2017, stating it was not cooling properly. THP sent out ***’s heating and Cooling to diagnose the unit. Upon diagnosis, the technician states the unit is out of Freon and there is a leak in the evaporator causing the issue of the unit not cooling adequately. This type of issue takes time to develop and proper maintenance was required to prevent this issue from occurring.

The claim was denied due to lack of maintenance under sections:

V. 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.

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.

*** has disputed her monthly payment of $52.13 with her credit card company on 6/20/2017. To reach a mutual agreement, THP will cancel the policy and waive the $50 cancellation fee.

We at Total Home Protection have an unwavering commitment to uphold our founding ideals to provide industry-leading home warranty products and exceptional services to the customers we're privileged to serve. If you have any questions, please contact me at .

Sincerely,
David J Total Home Protection