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Address: 300 McGaw Drive, Ste 2, Edison, New Jersey, United States, 08837
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Possible health issue. Called about my central air making a banging sound and smelled funny. Called for an inspection to THP and was informed they don't cover smells or banging noises. So here a have a possible more serious situation and they informed me that I would have find someone to check out the problem and if I wanted THP to pay or something then the company would have to wait for permission or THP wouldn't pay, but yet they wouldn't send out one of their own. So paying for a service then being denied service. Also was promised 2 months free service and it was not listed a the contract if fact only listed were the 12 months. I was also charged for a month and was not eligible for service here I thought I was covered from day one.
To Whom It May Concern:
Thank you contacting us with the above referenced complaint. We at Total Home Protection treat each complaint with the utmost respect and use this feedback to better serve our valued customers. We are committed to providing a positive customer experience and doing the right thing for all our customers, contractors, employees, and our company.
The consumer requested routine maintenance on her A/C unit. The service contract only covers breakdowns due to normal wear and tear, and specifically excludes routine maintenance, stated stated:
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.
All contracts have inclusions as well as exclusions, and we encourage all consumers to take the time to read and understand the coverage. We give all policy holders 30 days to review the terms of service for a full refund. We are committed to providing a positive customer experience and doing the right thing for all our customers, contractors, employees, and our company.
With regards to the 2 months free promotional, this is only available on single payment plans as disclosed online (*with purchase of any single payment plan).
In an effort to resolve the complaint we will offer one free month should the consumer request to reinstate services. 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: ***
I am rejecting this response because:
First I was NOT asking for routine maintence, I advised customer service that it was making a noise and there was a smell comig from it after waiting 30 minutes just to speak with customer servicen I was then placed on hold again only for her to come back and say they don't cover noises or smells I never mentioned a checkup. As of the 30 days the rep who I spoken with who sold thisnbill of goods never mentioned there was a 30 day waiting period. If I had known half of the things I learned afterI had the policy when I needed it I would never would have got it. I just feel like I was lied to and things wewre omitted from the sales rep. I've learned never to order from things I read on-line. I never placed the order online it was over the phone.
Please note that the consumer stopped all 4 monthly payments with their credit card company. In an effort to resolve this complaint, we authorized that 4 chargebacks and agreed to a full refund. Please close out this complaint accordingly.