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Address: 300 McGaw Drive, Ste 2, Edison, New Jersey, United States, 08837
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Simply put, the best company out there when it comes to home insurance. Super nice people on the lines and claims get processed in due time.
I called in for a claim last Tuesday, my kitchen dispenser stopped working. They sent someone on Friday to have a look at it, the person checked it out, then called them in to explain what he needs to do and left. Yesterday they called again, the claim was processed and the guy came back with a replacement. In the end, I only paid a bit for my side of the cost and that was it. Sweet and simple.
I've had 3 broken appliances and they have denied all 3 claims. They even denied one before the technician came out with no explanation. Their sales department seems to be a different company and they do not sell what their contracts say.
My boiler is old, that’s what every technician that comes take a look every three months when it stops working tells me. And it was always the same, it would stop working, I’d call THP, they’d have someone over, they’d fix it and then tell me it’s old. This time, when I called THP said it’s not going to service my boiler anymore but give me money to replace it. Isn’t that awesome? Not having to worry my showers might be cold this morning, depending on the mood of my boiler? This company is just great, with a bit of money and their help, I now own a brand new Viking heavy-duty boiler.
The claim process was seamless and very efficient. The service provider called the night before the service to confirm the best time to come for the repairs. He called the next morning to notify us he was on his way and the service was prompt and very professional. He repaired my heating issues in about 15 Minutes, we paid him our deductible and he left his business card should we need anything else. Outstanding experience!Thanks, THP.
My issue is once again trying to get refunded for a service call. This has been ongoing for 3 months even though their policy states it takes an INSANE 30 days to receive refunds. Called them several times and keep getting b.s. excuses, ie. checks are mailed out in batches every 2 weeks, you missed the cutoff, issues with the bank, issues with processing from billing area. The resolution people who I speak to are polite and full of excuses on behalf of the inadequacies of the company. Also, last year on a Saturday I called to report total clogged drains. Could not use sinks or toilets... can you believe I was told I'd have to wait until Monday - - HUH???? - Of course I did not, and had issues getting my plumbing expense refunded because my problem occurred on the weekend and I had spoken to their "after hours" dept, (overseas) .
Terrible Co to deal with.I bought a policy from them back in March and just filed a claim with a Washer that was 3 years old.The saent out a tech and he said I need a new control panel.That cost about 350.00.Calle Total and they told me that they are willing to give me 200.00 and call it a day.I asked them in the contract it says that part is coverd? they said that is correct but they have the option to offer a replacement.I told them that 200.00 I cant buy another washer.They told me that is there policy.They are a big scam and I am going to file with Revdex.com and the trade Commissioner.
It was brought to my attention that Total home Protection is not legally doing business in Georgia. It seems that they have no business license here. The attorney general should be contacted.
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
11/29/2019COMPLAINT 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 placed an air conditioner claim on 5/31/2019 stating the unit was not cooling. Unable to get a vendor with availability we offered the consumer to go through reimbursement. Reimbursement is where the consumer would contact a local vendor to diagnose the failure. The vendor would need to contact us prior to any repairs to submit the diagnosis, pricing and parts. Once approved we would send a reimbursement check upon receipt of the paid invoice.
We received the paid invoice on 8/26/2019 and a check is processed within 30-45 business days. Due to an internal banking issue which caused a delay, the check was sent on 11/22/2019.
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.
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
I wish I could rate this company a zero. My water heater went out in September. They sent this company out to access the problem Phillips Plumbling. They wanted me to pay an extra $890.00 for parts that didn’t have to be replaced. Because this company was assigned to my case Total Protect would not change the company. I went to Home Depot priced all the extra parts this company said I needed. All parts was less than $100.00. I explained this to Total Protect. They still would not assign another provider but I was given the opportunity to do a pay out for the total of the water heater plus labor. I am still waiting on the check. I have called every week since September and still no result. Every time I call I get a different answer, which is the check has been expedited. I feel I’m getting the run around. I will not be renewing my contract with this company.
Motor bearings are going out on furnace according to 2 heater companies, one of which is total home protection people. They are denying claim, saying the unit was not maintained because of dust? I have record and so does the company that I had a heater/ AC company out this summer. So there is no bases for their denial, other then they just don't want to pay? The claim is $569 to fix.
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
11/26/2019COMPLAINT 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 placed a claim for a heating system on 11/8/2019. The vendor reported that the bearings on the fan motor failed. Pictures were submitted and it was determined the failure was due to lack of proper routine maintenance.
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 states they had maintenance done on the AC this summer, but no mention of the heating system having been properly maintained as per the manufacturers specifications.
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 assist this consumer, maintenance records for the heating system can be sent in for review at [email protected]
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: ***
12/12/2019
Total Home Protection properly addressed this complaint and cited the appropriate section of the policy, which was grounds for denial of coverage. We sincerely apologize for your negative experience and would like to assist with a resolution. We have still not received any documents regarding maintenance for the heating system. The consumer may send to [email protected] for review. 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 .
Sincerely,Laura DTotal Home ProtectionToll Free: Hours: Monday - Friday, 9:00am - 6:00pm EST
[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
Submitted claim for garage door repair. Service tech inspected and called in claim which was denied although in the service tech professional opinion this should have been covered under our contract because the problem was normal wear and tear. I called THP and was on hold for 1 hour and 16 minutes before a customer service rep answered and transferred me to a supervisor. When she did, I was disconnected. The customer service rep immediately called me back and placed me on another 14 minute hold before a supervisor answered. I explained my issue to the supervisor, she asked if she could put me on hold and Again disconnected my phone call. I called THP back and waited another 14 minutes on hold for a rep who asked to speak to the service tech that was still at my home to get a better understanding of the issue. Upon speaking to the tech, we were informed of yet another issue with my garage door opener, the motor would need to be replaced. The service tech informed THP of this additional issue, who asked how much the repair would cost along with other information. When he found out that I was also on the call (which was known from previous rep at THP who transferred us to him) he denied the claim and went off on the service tech stating that she should have let him know that I was on the call. The service tech asked him why what he was trying to hide. He said he would be transferring us to a claims rep to answer any additional questions. He transferred us to someone named April H whos voicemail said that the date was 9/4 and she was out of the office. Today is actually 11/15. I want my garage door repaired as the items broken are clearly stated in my contract as covered items. The items have failed due to normal wear and tear according to the service techs professional opinion because the unit itself is 12 years old. I am requesting that THP cover any remaining work that needs to be completed AND reimburse me the expense of what was completed today, total $575
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
11/29/2019COMPLAINT 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 placed a claim for a garage door opener on 11/12/2019 advising the unit is not closing. The vendor reported that the door was too heavy and lacks maintenance. He also reported that maintenance must be done before he could run it. Per our policy this failure is clearly excluded from coverage. Please see the referenced section of the policy below;
After maintenance was performed the vendor reported the belt/chain was worn and the motor failed. It was determined to be secondary damage as maintenance was required on the unit which caused starin on the belt and the motor.
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.
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 can 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 .
Sincerely,Laura DTotal Home ProtectionToll Free: www.totalhomeprotection.com
Complaint ID: ***
1/3/2020
Total Home Protection properly addressed this complaint and cited the appropriate section of the policy, which was grounds for denial of coverage. Being the vendor contacted us to advise maintenance needed to be preformed before he would even be able to diagnose the failure confirms this is a lack of maintenance failure. In an effort to provide good customer service we can offer $100.00 goodwill towards this non-covered failure and a free service charge fee to be used on the next claim. For further 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 although I feel like they have failed to handle the situation correctly I will accept their offer and request to have the $100 mailed to my physical address: ***, Houston, Texas ***.
Regards
Find any reason to deny claim, denied because my dishwasher was under recall, I checked with the manufacturer, it is NOT under recall, I provided all this information to my claim manager, and still got denied because my model is too old and offered only $150 for replacement when the service deductible is $60. Useless waste of money
Will not cover what they say they cover. Once your coverage expires they will spam call and text you even after requesting they stop.
This company is a total SCAM!! My Samsung Range is 2 years old, the oven stopped working. I put in a claim, they sent a repair man out with several warrants against him and a record where he was previously in jail because he had ripped a homeowner off of over $10,000.00. When the so called repair man came out, We gave him cash, we got a receipt, but did not let Total home know that he had been out. And would never answer their calls nor ours.
!
Anyway, they sent someone else out only to tell us they would give us $200.00 towards a replacement fee...I said "ARE YOU KIDDING ME"?? This thing cost over $700.00. I told them I wanted to cancel my account, I was told to wait until I got my measly $200 before canceling. I said How long does THAT take? I was told 6 to 8 weeks. It's been 4 so they have taken 1 payment out of 45 buck and before I get the 200, they will take another 45 out. This company needs to be shut down. The do nothing they say they will. All they Do is RIP YOU OF
My home owners warranty covers my heating system. I turned the furnace heating system on Oct. 15, 2019 because it was cold in the house, but the heating system did not respond to the thermostat. I called THP and filed a claim, on 10/17/19 I was assigned *** as the tech who would repair the furnace. *** and I settled on that Sunday 10/20/19, because he could not schedule me in before. So I waited until Sunday when *** called me that he would be delayed for an hour. Again I waited for him. When he finally showed up and checked the furnace he told me that the compressor was bad and needed to be replaced. He said that he would call Total Home Protection Monday morning with the diagnosis, because THP was closed Sunday. The service fee was $60. and *** ask me for cash, I told him I only had $30. in cash, but he said it was okay for me to pay the additional $30 on a personal check. Since that time I could not reach *** and THP also tried to reach him after he failed to provide them with pictures that they require with the diagnosis of the problem with the furnace. It has been now 13 days and the weather getting much colder and THP has not sent another tech to repair the heating system. I already paid $60. for the service fee, I call them every day, and nothing is done. Today I was told that they are reassigning my claim #***, but they don't have a tech yet! I need help! Please! I suffer from asthma! And it's cold here!
Thank you
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
11/21/2019COMPLAINT 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 placed a claim for a heating system not responding to the thermostat on 10/15/2019. The vendor reported that the compressor was failing due to lack of proper routine maintenance. Per our policy this failure is clearly excluded from coverage. 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 contacted us to advise that our vendor was unresponsive and initiated in getting their own vendor out to diagnose the failure. As per the consumer "He found a spider web was not allowing the gas to flow to the the pilot. It took him 20 minutes to do the job." This confirms Total Home Protections vendors 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 assist this consumer, they may send a copy of the paid receipt to [email protected] for review for reimbursement.
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 total SCAM Iam still waiting for my check 8 weeks out their add says REPAIR or REPLACE bull crap in the fine print it says they can buy you out for whatever they decide
I had an air conditioning repair done in July. I had to get my own repair man because the heat in the house was nearly 100 degrees and the Total Home Protection could not get anyone out for over 5 days. I paid almost $300 for the repair, and the home warranty finally agreed to reimburse me $100. They approved the claim on August 14th, and have been holding on to the check since. It is now October 25th. I called them and they said that they do not know when the check is actually going to be sent to me. It has been over 4 months! They said that they actually did what they promised - approved the claim within 30 business days but they do not guarantee when they actually send you the reimbursement. So, if you are not willing to wait for the reimbursement of your expenses for months, don't buy the policy from Total Home Protection, go with someone else.
I called them on 10/16/19 to make a claim for my dishwasher. Got a Hvac tech out to my house on 10/19/19 and paid him $60 for my deductible. He said at that time that I would need a new dishwasher it couldn’t be repaired. Now THP is telling still today 10/23/19 that they still haven’t got a report from their tech that they sent out! They can’t do anything til they get the report but it’s not my fault they can’t get him to give them the report.
The company has contacted me and has resolved this issue. This complaint can be closed. Thank you.
In July of 2019, we made 3 compliments to the home warranty company. Central air, dishwasher & washing machine. They sent a tech out and we never heard back . I called them July 19th and was told they would send a check for our hassles with central air for $160 it’s 10/20/19 and we still haven’t received the check. They sent out another tech for the washing machine and dishwasher and was told we would receive a check to fix the dishwasher. Haven’t received that. Then the tech said he needed to replace the belt in washing machine and ended up damaging the machine way worse that what it was before he did anything. I cannot get a straight answer from
Total home protection and I have recorded them lying to me 3 different times we are so fed up .
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
11/13/2019COMPLAINT 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 placed a claim for an air conditioner not cooling on 7/3/2019. The vendor reported the unit was 4 lbs low on freon and holds 7 lbs. The vendor also reported the evaporator coil was leaking due to rust/corrosion and needs to be replaced. As per the policy rusted and/or corrosion coils are not covered
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; filter driers; 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; failures due to open windings, line restrictions, filter driers; 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.
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 offered the consumer $160.00 towards this non covered failure, which was accepted.
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
This company ii a scam. The advertisment fix it or replace it, is a big lie. They never replace it. Scammers