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Address: 300 McGaw Drive, Ste 2, Edison, New Jersey, United States, 08837
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I had been with Total Home Protection for 8 months or longer when my a.c. unit started having issues cooling. I did a claim with Total Home Protection which took days for the the technician to come out. There licences contractor came out and basically diagnosed the unit and said he would reach out to Total Home Protection and they would need to replace the unit. Days after I called Total Home Protection looking for a resolution but they gave me the run around then after asking for the technician they called him and told him that they would not replace my unit . The A.C. doctor( the a.c. unit repair company name) called me and told me that they gave him no explanation on why they would not repair the unit and to contact state agencies cause that was not right. Shortly after Total home Protection called me stating that they would not repair my unit because of lack of maintenance. Im like lack of maintence well how do you know its lack of maintenance if the problems were inside the unit and how often should maintence be. The guy stated well every 6 months to a year is recommended but that was. No were in the contract. Then I said I had it maintenance in the late winter early spring cause in Alabama it gets hot early. I said ic I ran my a.c. all summer long when it's over 90 everyday your telling me you cant have problems he said yes but they still were. It covering because of lack of maintenance which there own license technician said was not a problem. Total home Protection does not honor there contracts which we are both signed and our forced to honor.
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
11/5/2019COMPLAINT 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 Air Conditioner not cooling on 9/28/2019. The vendor reported that unit was leaking from the service valve. The amount of freon missing from the system is not a failure that would occur if effective maintenance was performed on the system. Effective maintenance being done would have ensured this component was intact and prevented it from leaking. This was determined to be a failure from lack of proper routine maintenance and not covered under the policy.
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 attempted to offer the consumer goodwill, but was rejected.
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 called Total Home Protection to set up a new warranty for a home that we were purchasing. My interaction with the reps were good, and they were knowledgeable and respectful. I've submitted claims several times. Their process was good, simple and smooth. We had a pretty large claim on our electrical circuit breaker. The whole box blew, and they worked with us time to get our unit fixed totally. We like the company. They're cost-effective and I haven't had any problems in making claims. There was one time when we made a claim and had to get a new dishwasher. And that was seamless, too.
We had two options for a home warranty when we bought our house. We went with Total Home Protection because there were more options to choose from and it was more flexible. It was a little bit more expensive, but they covered a lot more things than the other company. When we signed up, we just did one phone call, verified some information, and then we were ready to go. When we renewed last year, they called me, which was really nice and very convenient. The sales rep was very, very nice. So, we had a very good experience.
This was my first experience using my Total Home Protection Warranty program, so I wasn't sure what to expect. I called the service number and set up to have a repair person come to fix my washing machine. The next day I received an email from THP informing me that they had so far been unable to locate a vendor who could come in a timely manner. THP then offered another option - one where I could find my own repair vendor, submit an estimate, pay for the service and be reimbursed for all except my $60 payment. I have a Sears Kenmore washer that I love and went online. I found a very reputable vendor who could come out that very day! I am wondering who the vendors are that THP uses here in my town - I was able to easily locate a vendor and make an appointment immediately. I chose this option.
In accordance with my warranty contract with the company, I submitted a claim August 22, 2019 concerning my air conditioning. It was assigned to ***. The technician came out and collected his information. He told me that he would report his findings to the company and receive their instructions on how to proceed. After weeks of back and forth, I was notified by the company that the issue was not covered due to the unit not being maintained properly.
Unbeknownst to Total Home Protection (THP), I have maintained a service contract with a local HVAC company, ***. The company cleans the unit and provides new filters on a regular basis. *** had already informed me that the unit was near the end of its life cycle and would need to be replaced. As instructed concerning my second opinion rights, Nicholson called THP's Authorization department and reported their findings, that the issue was simply normal wear and tear, the end of the equipment's life cycle. THP refuses to speak with *** while I am on the line and will only refer me to the Cancellation department. Sita, the claims manager, says that I have no other recourse, nor is there any supervisory personnel above her level with whom I can speak.
Today is October 9, 2019. My household has endured one of the hottest, longest summers in recent history without our air conditioning.
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
10/28/2019COMPLAINT 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 8/22/2019. The consumers own vendor reported that the compressor has failed internally. After careful review we have determined the compressor failure is due to an internal mechanical failure. This failure is caused from the compressor overheating and damaging the internal components of the compressor. As per policy this is not normal wear and tear and not covered.Please see the referenced section of the policy below;
I. BASIS FOR COVERAGE
During the term of this Agreement, we agree to pay the covered costs to repair or replace the items listed as covered on your Agreement Coverage Summary if any such items become inoperable due to mechanical failure caused by normal wear and tear. Determination of Coverage including the operational condition as of the Agreement effective date for any claim will be made solely by us, considering but not limited to, our independent contractor’s diagnosis, hereinafter referred to as the “Service Contractor”. This Agreement does not cover any known or unknown pre-existing conditions. It is understood that WE ARE NOT A SERVICE CONTRACTOR and is not itself undertaking to repair or replace any such systems or components. This Agreement covers single-family homes, new construction homes, condominiums, townhomes, and mobile homes under 5,000 square feet, unless an alternative dwelling type (i.e. above 5,000 square feet or multi-unit home) is applied, and appropriate fees are paid. This Agreement will not cover systems or appliances within (a) commercial properties; (b) residential properties used for business purposes, including, but not limited to, dwellings used for rest homes, day care centers, schools and/or professional offices; (c) common areas of condominiums, multi-family houses and/or cooperatives; (d) vacant properties, and; (e) foreclosed/short sold properties. Coverage applies to the systems and components mentioned as “covered” in accordance with the terms and conditions of this Agreement so long as such systems and components:
A. Become inoperable due to normal wear and tear; and
B. Are in place and in proper working order on the effective date of this Agreement; and
C. Are located inside the confines of the main foundation of the home or attached or detached garage, with the exception of the air conditioner, exterior pool/spa, septic system, and well pump.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 the consumer we offered $200.00 goodwill towards this non covered failure, which was rejected.
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
[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]
The company fails to address the second opinion of the other service provider who was contracted to maintain the equipment. My opinion is they fail to prove that the issue was not covered under the contract.
Complaint: ***
I am rejecting this response because:
Regards
I bought Total home Protection in March.
My heater broke on Sunday. So I called and filed a claim. Was told by rep that within 24-48 hours they will send a technician. It did not happen. I called again on Monday and was told to wait again because “ all technicians are busy”
I called again on Tuesday and was told that my claim was assigns to a different technician and I will be contacted today. NO ONE contacted me.
It has been 3 days now without a working heater. Temperatures at night dropped to 52F.
I had to google a closest random HVAC technician myself and in 1 hour later heater was fixed. Total home protection protection provides no protection.
I do not recommend this company.
I have had a year long contract with a home warranty company. Total Home Protection
Philadelphia, PA. I cancelled my contract with the company on Oct. 2, 2019. I already had before the cancellation claims that involved compensation to me. I was told that if I cancel my contract I couldn't receive the monies owed to me because I would be an inactive member. I said to the customer service that this doesn't make sense. I felt treaten and intimated by what was said. I need to make sure they are not getting away with this. For myself and other customers.
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
10/15/2019COMPLAINT ID: ***
To Whom It May Concern:Thank you contacting us with the above referenced review. We at Total Home Protection treat each review 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 clothes dryer on 9/4/2019 stating the unit was not spinning or draining water. The vendor reported the unit has a defective drive shaft and shifter assembly. It was also determined when they remove and replace the drive shaft and shifter assembly the counterweight also be replaced at that time. Due to the age of the unit and the multiple failures which may have additional failures after repair, it was determined the unit was not worth the repair and $275.00 was offered, which was accepted on 9/11/2019. Checks are processed and sent within 30 days.On 10/2/2019 the consumer contacted us to cancel the policy. The consumer was advised as per the terms & conditions, if the policy is cancelled, the funds would not be sent, as the funds are costs incurred. The consumer confirmed they wanted the policy cancelled. XII. CANCELLATIONC. Mutual agreement of us and you. If this Agreement is canceled after thirty (30) days, you shall be entitled to a pro rata refund at the standard contract fee rate for the unexpired term, less a $50 administrative fee and any service costs incurred by us. If we have provided services and the amount of the service costs incurred by us is greater than the contract fees paid, then no refund will be due to you. All cancellation requests must be submitted in writing.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
Most unreliable company. The staff are unprofessional and their contractors have no experience to do the job. I had a very bad experience with my first claim and had to wait for a week for the technician to visit. Several calls were made to Total home protection consumer service reporting problem but no action taken. Had the worst experience of my life.
I purchased a warranty from Total Home Protection. I had the additional coverage for the ice maker on my refrigerator. My contract is paid in full and when I had a claim when my ice maker stopped working, the repair man came out to repair it, he found that the ice maker or parts were no longer available. My refrigerator no longer operates in the manner it was intended. All they want to do is give me the amount of money the part would cost plus the labor. That is not acceptable.
COMPLAINT ID: ***
To Whom It May Concern:
Thank you contacting us with the above referenced complaint. We at Total Home Protection treat each complaint with the utmost respect and use this feedback to better serve our valued customers. Understandably there are two sides to every story and always look for a fair resolution between all parties.
The consumer placed a claim for an ice maker on 8/30/2019 stating the ice maker was not working. The vendor reported the ice maker shorted causing no ice production. The vendor also reported that the part was no longer available for this unit.
VII. GENERAL LIMITATIONS OF LIABILITY
U. We have the sole right to determine whether a covered system or appliance will be repaired or replaced. We are responsible for installing replacement equipment of similar features, capacity, and efficiency, but not for matching dimensions, brand or color. We are not responsible for upgrades, components, parts, or equipment required due to the incompatibility of the existing equipment with the replacement system or appliance or component or part thereof or with new type of chemical or material utilized to run the replacement equipment including, but not limited to, differences in technology, refrigerant requirements, or efficiency as mandated by federal, state, or local governments. If parts are no longer available, we will offer a cash payment in the amount of the average cost between parts and labor of the covered repair. We reserve the right to locate parts at any time. We are not liable for replacement of entire systems or appliances due to obsolete, discontinued or unavailability of one or more integral parts. However, we will provide reimbursement for the costs of those parts determined by reasonable allowance for the fair value of like parts. We reserve the right to rebuild a part or component, or replace with a rebuilt part or component. your system or appliance, said system or appliance will no longer be covered by THP.
As per the policy we offered the consumer $215.00 for the part & labor to buyout this unit.
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 Protection
A 4 Year Platinum Coverage Protection Plan covering Home Appliances including Tank-less Water Heater was purchased 9/28/2018-3/29/2022. A Claim #*** was filed for Tank-less Water heater not turning on. The Technician was paid $45.00 but could not diagnose the issue saying he was not experienced in Propane Heaters. A THP Rep Ashley M 2 weeks later reported the repair was not covered due to "Rust". I asked to appeal and she said to submit Photos to [email protected] which I did with a full explanation and evidence of no RUST. I then opened another claim *** and paid another company to re-evaluate. They diagnosed the issue as a Electronic Control Board and recommended replacement. They also confirmed and photographed there was NO RUST contrary to Ashley M's Representation. Messages were left and 2 more weeks passed when Ashley M finally returned my call and restated the original technician reported rust and therefore unit was not covered completely disregarding the previous conversation of adding photographs,to claim, having 2nd contractor diagnose unit and when confronted with this, she stated the contract agreement "Did not" cover Tank-less water heaters. I told her I was looking at my agreement and ANNUAL COVERAGE DETAILED SPECIFICALLY - TANK-LESS WATER HEATER. SHE THEN HUNG UP THE PHONE. A Third Claim *** was automatically closed and is the claim that has the photos attached. This Ashley M Employee refuses to provide Management or Supervisors information to resolve. My contract says to repair or replace mo more than $500.00 per contract term for access, diagnosis, repair and/or replacement. Copies of my Contract specifically cover Tank-less Water Heaters and Ms. M refused to review my coverage when informed. My dozen messages or more have gone unanswered going only to her voicemail. Her phone number message says she will respond in 24-48 hours. She does NOT.
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
9/26/2019COMPLAINT 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 water heater on 8/21/2019 stating the unit was not coming on. Before we were able to assign a vendor the consumer submitted another claim for the water heater on 8/22/2019. In doing so, we closed the initial claim that was placed on 8/21/2019. The vendor reported the interior of the tank was corroded and the tank shorted out.
The consumer submitted a 2nd opinion which included pictures. The 2nd opinion vendor reported the main board failed and provided pictures. It was determined that the part was no longer available, as per the policy when a part is no longer available we will offer a cash payment in the amount of the average cost between parts and labor of the covered repair. The consumer was offered $300.00 which was accepted.
VII. GENERAL LIMITATIONS OF LIABILITY
U. We have the sole right to determine whether a covered system or appliance will be repaired or replaced. We are responsible for installing replacement equipment of similar features, capacity, and efficiency, but not for matching dimensions, brand or color. We are not responsible for upgrades, components, parts, or equipment required due to the incompatibility of the existing equipment with the replacement system or appliance or component or part thereof or with new type of chemical or material utilized to run the replacement equipment including, but not limited to, differences in technology, refrigerant requirements, or efficiency as mandated by federal, state, or local governments. If parts are no longer available, we will offer a cash payment in the amount of the average cost between parts and labor of the covered repair. We reserve the right to locate parts at any time. We are not liable for replacement of entire systems or appliances due to obsolete, discontinued or unavailability of one or more integral parts. However, we will provide reimbursement for the costs of those parts determined by reasonable allowance for the fair value of like parts. We reserve the right to rebuild a part or component, or replace with a rebuilt part or component.
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 apologize for any inconvenience this may have caused and have added a free service charge fee to the consumers account.
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 had a plumbing issue and I submitted a claim for it with Total Home Protection online. The process was easy. I did it on a Thursday or a Friday, and Lindsay Company, the contractor, came out the following Monday. Communication was good. There were things that needed to be added, which were recommended because the new water heaters are different-sized than the old water heaters. So, we needed all new connections.
3 Boys Appliance Repair came out, through THP, to fix my dryer, and it's still working. It's heating up real good. I called and spoke to a THP representative, who was very nice and very patient. They helped me all the way around the board. And with the 3 Boys, it was good too. I called them because once I did the claim, they told me that I can call them or somebody will call me from 3 Boys, but I ended up calling them. They came out within the time window. When the contractor came out the first time, he said that he had to order some parts. And once he ordered the parts he called me and let me know the parts came in. They were really professional about everything.
My refrigerator went out and I submitted the claim by phone to Total Home Protection The first contractor couldn’t come out until a week later. So, I called THP back and they gave me another place, which was able to come out in three days. Since the repair, the refrigerator is working back to where it was before. I only had two claims with AHS but they were both pretty good.
Here was a blockage that resulted in a moderate pooling in the basement. I did an online claim with Total Home Protection and they scheduled someone to come out in less than 24 hours.
This company did not honor the $400 warranty I purchased. My dishwasher quit working correctly shortly after a new home purchase. I’m also out $60 for a service call. Now after telling them I want to cancel my warranty and be refunded my money, they only gave me $249 back. These guys are just running a scam on people.
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
9/23/2019COMPLAINT ID: ***To Whom It May Concern:
Thank you contacting us with the above referenced complaint. We at Total Home Protection treat each complaint with the utmost respect and use this feedback to better serve our valued customers. Understandably there are two sides to every story and always look for a fair resolution between all parties.
The consumer placed a claim for a dishwasher not draining on 9/1/2019. 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 8/31/2019. We assigned a vendor who reported the bottom drawer drain pump failed and the top drawer drain bare drains and that two pump motors were needed.
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 8/29/2019. Being that the unit was not working properly on 8/31/2019, this is absolute definition of a “pre-existing condition” and NOT in proper working order on the effective coverage start date of 8/29/2019. Multiple components could not have failed within the short life of the policy.
In an effort to provide good customer service we offered the consumer $100.00 good will which was rejected. The consumer requested to cancel the policy as per the terms & conditions of the policy.
The consumer purchased a 1 year policy with 2 months free at the promotional rate of $400.00 on 7/30/2019. The standard monthly rate is $52.00 with 2 months of service, no costs incurred and $50.00 administrative fee for a total refund of $246.00 which will be processed within 15-30 days.
We are committed to providing a positive customer experience and doing the right thing for all our customers, contractors, employees, and our company; however, this claim does fall outside the scope of coverage.
We at Total Home Protection have an unwavering commitment to uphold our founding ideals to provide industry-leading home warranty products and exceptional services to the customers we're privileged to serve. If you have any questions, please contact me at .
Sincerely,Laura DTotal Home ProtectionToll Free: www.totalhomeprotection.com
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because:
You have provided absolutely no service to me at all. NONE. To not refund my entire $400 is criminal.
Regards
I contacted THP for a claim and had a contractor assigned to review my repair needed for my a/c unit. I had never heard of the company assigned, but they came out, diagnosed my problem and then completed the repair. They then contacted THP for approval. The claim was denied due to pre-existing condition. I was stuck with a $225 repair bill, as the work had already been done. The day after the work was done, the unit quit again. Clearly my unit was not serviced properly. I called the company back to have my unit re-evaluated. When researching this company and the technician sent to my home, THEY ARE NOT LICENSED IN MY STATE!!! The warranty company put my home at risk by sending an unlicensed technician to service my unit.
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
9/12/2019COMPLAINT 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 on 9/3/2019 stating the coil was frozen. The vendor reported the unit was 2lbs low on freon and the thermal expansion valve failed. As per the policy
- 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 8/28/2019. It was determined that this failure could not have developed within the short time the policy was in effect and was deemed as a pre-existing failure. The thermal expansion valve is a non-covered failure as per the policy.
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.
In an effort to provide good customer service we offered to refund the $60.00 service charge fee which the consumer neither accepted or declined.
We are committed to providing a positive customer experience and doing the right thing for all our customers, contractors, employees, and our company; however, this claim does fall outside the scope of coverage.
We at Total Home Protection have an unwavering commitment to uphold our founding ideals to provide industry-leading home warranty products and exceptional services to the customers we're privileged to serve. If you have any questions, please contact me at .
Sincerely,Laura DTotal Home ProtectionToll Free: www.totalhomeprotection.com
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because:
The basis of my complaint was not that the work was not covered. It was that the technician sent to my home was UNLICENSED in the state of KY. To do HVAC work in the state, every individual must be licensed (not just the business). I plan to report both the warranty company and HVAC company to the state if this matter is not reviewed and properly addressed. I was guaranteed a licensed technician would be assigned and this did not happen. Based on the fact the tech did not have a license, I do not feel as though his evaluation of my problem with the A/C was properly addressed and he put my unit and home at risk.
Regards
I purchased a home warranty from this company and paid extra to have septic tank pumping coverage included. I have had 4 claims since I purchased and they have only covered one. First time they sent out a plumber everything went fine. Second claim they took several weeks to tell me that they had no one who would service the septic tank in my area. My out of pocket expense is supposed to be $60. I was told that because they had no technicians, I had to pay out of pocket, $280 they only reimbursed me $200. Third time, my basement was filling up with water over Memorial day weekend, I used the same plumber they had sent previously and paid $258 out of pocket. I called when they reopened on Tuesday and they said they would take all my information, I faxed over the receipt and was told they would only reimburse me $109. This was the end of May. I called to find out where the checks were and they said they were sending out the check for $200, but I had to wait 30 days to get the check for $109. In July my central air stopped working. Again after 3 weeks I was told that I would need to pay out of pocket because they had no one in the area to service the unit. I had someone come out who said the whole unit needed to be replaced and I was looking at $3000. I do not have $3000 and so we went the rest of the summer with no central air. So, they are getting away with basically refusing to fix my central air, even though it was covered under the warranty. Today I called to find out where the check for the $109 was at and was told that they do not owe me $109, even though two previous agents told me that they would be sending me a check for $109.I demanded to speak to a supervisor and have been on hold for over 40 minutes.
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
9/12/2019
COMPLAINT ID: ***To Whom It May Concern:
Thank you contacting us with the above referenced complaint. We at Total Home Protection treat each complaint with the utmost respect and use this feedback to better serve our valued customers. Understandably there are two sides to every story and always look for a fair resolution between all parties.
The consumer placed a claim for a a plumbing stoppage on 5/9/2019 stating the floor drain in the laundry room was backing up. The vendor reported the floor drain was backing up and the claim was approved for repair.
The consumer placed a septic pumping claim om 5/9/2019 stating the tank needed to be pumped. Unable to get a local vendor with availability the consumer was advised of reimbursement. Reimbursement is when the consumer contacts a local vendor to come out and diagnose the issue. The vendor must contact us prior to any repairs to report the failure, parts & pricing. The consumer would then pay the vendor and once a paid invoice is received we would sent the consumer a check. The check for the cap amount of $200.00 was sent on 7/19/2019.
VI. OPTIONAL COVERAGE
G. Septic Tank Pumping
COVERED: The septic tank will be pumped once during the Agreement term if the stoppage is due to septic back up only. Coverage applies to main line stoppages and/or clogs and must have existing access or clean out. Coverage can only become effective if a septic certification was completed within 90 days prior to close of sale. We reserve the right to request a copy of the certification prior to service dispatch.
NOT COVERED: We do not cover the cost associated with locating or gaining access to the septic tank or sewer hook-ups nor do we cover the cost of installing cleanouts or hook ups if they do not already exist; disposal of waste; chemical treatments of the septic tank or sewer lines; leach beds; leach lines; lateral lines; tanks; cesspools; mechanical pumps and/or systems. We will pay no more than $200 per contract term for access, diagnosis, repair; and pumping.
On 5/23/2019 the consumer placed a claim for a plumbing stoppage stating the basement was filled with water. The consumer advised they could not wait for us to open after the weekend so they got a plumber who pulled the toilet and resolved the issue. As we are not an emergency service, work performed without authorization is not covered. Also the policy does not cover removal of water closets/toilets in order to clear a stoppage. In an effort to assist the consumer, they were advised to send in the paid receipt for review.
V. COVERAGE
F. Plumbing System and Stoppage
Note: Mainline stoppages are only covered if there is an accessible ground level clean out.
COVERED: Leaks and breaks of water, drain, gas, waste or vent lines, except if caused by freezing or roots; toilet tanks, bowls and mechanisms within the toilet tank (replaced with builder’s grade as necessary); toilet wax ring seals; built-in bathtub whirlpool motor and pump assemblies; stoppages and/or clogs in drain and sewer lines up to 100 feet from access point. Repair and finish of any walls or ceilings where it is necessary to break through to effect repair is only covered to the following extent: repair of walls or ceilings to rough finish up to $500 per claim. Rough finish is defined to include hanging of drywall, patching of drywall, stucco, and lath. Repair to rough finish does not include supplies or labor for paint, sanding, wall texture, wallpaper and/or tile work.
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; tub waste overflow; 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; failures due to calcium build-up; hose bibs; faucets and fixtures; faucet and fixtures cartridges; valves for shower, tub, and diverter angle stops, rinses and gate valves; 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 an effort to provide good customer service for this non-covered failure we offered to reimburse the consumer $110.00 which was accepted.
The consumer submitted an air conditioner claim on 7/29/2019 stating the unit is coming on but no air is blowing. The consumer was advised of reimbursement due to vendors in our system not having availability. In an effort to provide good customer service we wavied the service charge fee for this claim. We are currently waiting for a diagnosis to be submitted.
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
[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 explained to them over and over that the repair people I had out were not willing to work with the home warranty company. I was told that Total Home Protection would continue to look for vendors in their network and have never heard from them again.
Regards
I purchased a home warranty from this company, filed a claim and after 11 days someone called me back to set up an appointment to look at my Air conditioner. When I filed the claim the temperature in my home was 84 degrees. After three days of a heat wave it was up to 90 inside. I filed two more claims, left endless messages and still no response. I called a reputable repair person and they came and fixed the problem. When the contractor from Total Home protection finally called 11 days later, I told him it was repaired, he asked what the problem was and then told me it would not have been covered anyway. Why have a warranty? I called and spoke with one of the agents to cancel the policy on July 18. I sent four emails to cancel. 30 days later a live person called me back, told me she had three deaths in her family and was sorry about the delay? Yes, I am sorry about your personal problems but the company should have someone fill in your position in the meantime? The dispute person I spoke to in July and again in August - Sam F is no longer with the company. I sent many emails and left him voicemails and he never called me back. If you leave your number for a call back, that never happens either. Sam F actually intimated that I was filing fraudulent claims..... I just about blew my top on that one. I had the house inspected, and have that report to show that all systems were in good working order when we purchased the house and warranty. On July 30 I filed a claim that the water heater was not working. No one emailed or called so after 5 days I called back. They claimed they sent an email. All just garbage and a way to keep your money while not providing any service. This is the most unprofessional business. I tried to cancel the policy as I was told by the salesman that I had a 100 day guarantee. Not the truth. They now are refunding and cancelling my contract. They are stealing 340 dollars after no service and much aggravation. A company like this should not be in business and should be closed because they are horrible and not servicing their contracts.
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
9/12/2019
COMPLAINT ID: ***
To Whom It May Concern:
Thank you contacting us with the above referenced complaint. We at Total Home Protection treat each complaint with the utmost respect and use this feedback to better serve our valued customers. Understandably there are two sides to every story and always look for a fair resolution between all parties.
The consumer placed a claim for a air conditioner not cooling on 7/8/2019. Unable to get a vendor with availability we offered her to go through reimbursement, where the customer would contact their own technician to diagnose the failure. Once approved we would send a reimbursement check upon receipt of the invoice. The consumer was advised multiple times to submit the paid receipt for reimbursement and refused.
The consumer placed a claim for a water heater on 7/29/2019 stating there was no hot water. A vendor was assigned the same day. The consumer contacted us on 9/5/2019 stating they had their own vendor come out to handle the issue. The consumer was advised to submit the receipt for review for reimbursement. We never received a receipt for either claim.
The consumer requested to cancel the policy on 9/5/2019. As per the terms & conditions of the policy an applicable refund will be given within 15-30 days.
XII. CANCELLATION
C. Mutual agreement of us and you. If this Agreement is canceled after thirty (30) days, you shall be entitled to a pro rata refund at the standard contract fee rate for the unexpired term, less a $50 administrative fee and any service costs incurred by us. If we have provided services and the amount of the service costs incurred by us is greater than the contract fees paid, then no refund will be due to you.
All claims have been properly serviced in accordance with the Service Agreement. 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,Laura DTotal Home ProtectionToll Free: www.totalhomeprotection.com
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because: It really did not happen like that. After 11 days with the first claim, I called to cancel the policy. The dispute manager was very apologetic and said this was a one time ordeal and that he was very sorry that they never responded and after 11 days had a vendor call me. I asked to cancel the policy at that time and "Sam" continued to tell me that this would never happen again. I did not submit the receipt as I paid the repairman in cash as he did me a giant favor to come and fix this after hours. I guess I could have mocked up a receipt however that would not be very honest. Next when the water heater was not heating, I called and again, no one responded. They tell me they sent an email however no one called period. AS I told their representative, I do not check my email every few minutes and a phone call is the appropriate way to do business. I was not called. There was a fuse that needed to be replaced and was a very minor repair. My General Contractor working on my house took care of it. Again, Sam told me that making a claim on something that was already broken was fraud. I did not place any fraudulent calls, had my home inspected prior to purchasing it and found that comment very inflammatory, accusatory and slander. He has since left the company! I asked their dispute resolution person to back date my cancellation to the original claim and go back to the first conversation that I had with Sam. The sales person that sold me the policy told me I had 100 days to cancel with no penalty. He also told me this was a reputable company, and that is false as well. They should not be doing business with ANYONE. They are scammers. Unfotunaltey too many people will fall into this trap of these very unethical business people. The dispute representative took 3 weeks to get to me. Three more weeks of time that I should not have to pay for. Her response was that she had personal problems and was not at work. Not my problem. The company should have a replacement to take care of her work while away.
As I said, they should be fined, not allowed to rip people off, and should not have a license to do business.
Regards
I filed a claim for service on my air conditioning over a month ago. They said that they would contact me within 48 hours. After 2week no call no email. I called service contractor came the next day. The fan motor on the outside condenser needs replacement. That was determined 3weeks ago. After numerous attempts to have this problem taken care of nothing has been done. I think there is a serious problem with this company. Beware do not do business with them.
I purchased A total home protection service with this company I pay $30 a month to have the service and now that my fridge stop turning on and off they refuse to help me they send a technician to check for a part number on my fridge well the fridge is 30 years old the label is missing no serial number no part number the technician was there for 5 min looking for a number when he could not find a number he ask for the $46 service fee turned around and left he told me the company will contact me on what they can do
s clueless fake technician that blow my main fuses in the house 3 times I had to replace the main fuse someone must do something to stop those scam practice criminal companies stealing our money but refuse to help or replace anything .....But they have this great advertising motto all lies all BS please help me stop them I like to get my money back
well I called Kevin the Guy assigned to my case and he tells me they cannot help me because I don't have part number or serial number on the fridge unbelievable but they don't need part number to take my money so I took the plastic cover of the timer and took the part number of the timer itself what the technician should have done in the first place .I send it to Kevin to the company and they still deny any help they still claim they cannot go by the part numbers I gave them ...this is absolutely a scam criminal company they refuse to replace a $12 part that I can buy on the internet SO WHY the hell am I paying them $30 a month to do what ?? someone must stop them I will write letters to the FTC and to the senators to enforce law against those corrupt criminals companies taking our money but refuse to change anything .I had the same issue with home Choice warranty they did me the same left with without AC for 4 days then send me a sorry a
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
9/11/2019
COMPLAINT ID: ***
To Whom It May Concern:
Thank you contacting us with the above referenced complaint. We at Total Home Protection treat each complaint with the utmost respect and use this feedback to better serve our valued customers. Understandably there are two sides to every story and always look for a fair resolution between all parties.
The consumer placed a claim for a refrigerator not cooling on 8/21//2019. The vendor reported that the compressor and the thermostat failed. The vendor also reported that he was unable to locate a model/serial number to facilitate repairs as he was unable to verify the correct without those numbers.
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 $225.00 goodwill towards this repair or replacement which the consumer 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
[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:
even though I accept the response I disagree with the comment of the vendor about the compressor and the thermostat failing this is not true at all the vendor technician didn't even bother to check the freezer was still running only the fridge side was not cooling all he did is look for the serial number then he said they it means the home protection will buy you a new fridge took my $46 and walk a way this is just to get the story straight .
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Regards