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Address: 300 McGaw Drive, Ste 2, Edison, New Jersey, United States, 08837
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I had my furnace blower fan looked at in February, 2019 because it was making noises. Warranty company sent out a technician but the blower was working properly at the time he was there.
Early August, the blower fan quit completely. Once again the same technician came out to look at it. (this technician was referred by the warranty co)
The blower fan was shot. It is 42 years old, original with furnace. The technician sent in pictures of the blower fan and compartment per the warranty company request. Replacement was denied because they claimed it was "dirty and had debris on it". And per their warranty wording, it would be covered because of this. The technician was surprised, as well as I was with this determination. The blower fan is NOT dirty or have debris on it. If fact, the technician said for 42 years old it looked new. He even called the warranty company himself and tried to explain its good condition, also explaining the vents on the motor were completely open and unobstructed which would not have burned the motor out. But the warranty company will not change its outcome. I've tried to explain and get them to look at the pictures again, but will not budge.
I had to replace it out of my pocket. Also, when the technician was out in Feb., he claimed it was good the blower fan worked because this warranty company will find any reason to not replace items. Guess he was correct!
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
8/23/2019COMPLAINT 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 heating system overheating on 8/5/2019. The vendor reported the blower motor failed. Pictures were submitted and it was determined the failure was due to a lack of maintenance. Per our policy this failure is 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.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 $50.00 goodwill for 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
Total Home Protection's home warranty is a waste of hard earned money and hope in a company to cover appliances. They did not cover my hot water heater and only slightly timely in their response. The biggest problem is that my A/C went out when Dallas-Fort Worth was in the midst of a 100+ day streak but they would not only not cover it but not return my phone calls and pleas for answers. I have children and pets and it's too hot to leave us this way. Before they would not return my calls, they reported to me that the service company had reported something different than what they told me. This was just the opposite. The service company reported exactly what they told me (items THP had previously told me were covered when I initially called to start a claim) but THP claimed something else that is not covered. Also there is no way the drip pan could fill and overflow onto the board that is located several inches above the drip pan. I sent pictures of the paperwork and was told it would be another 1-2 days before I got a reply. I never received a call at all. I ended up going with a different company and had to pay $8000 for a new system. I have no positive experiences with THP and do not recommend using them.
They are a total rip off. They have taken advantage of my elderly mother in law. Do not do business with them.
This company does anything they can to keep from having to pay out a cent! I feel completely robbed of the money I paid for this home warranty program. My dishwasher quit working so I called to request a repair. 5 days later, I was finally assigned a repair company (***) but was assigned a date and time that I was out of town (they didn't even ask about my availability). I called *** to change the date, but they said I could only make changes through Total Home Protection. Through a cumbersome process, I was told that the next available date *** could come to my home was more than 10 days from then. I then requested to be reassigned to a company that could come earlier, but now 1 week later, I am still awaiting to be assigned a repair company. I have called multiple times and they say that "dispatch is still trying to find someone." They gave me the option to find my own repairperson and then go through their reimbursement program, but I have read complaints that other customers have not been reimbursed and I do not trust that I would be reimbursed either. Thus, 2 weeks after my initial call, I am no closer to even have my dishwasher even looked at!
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
8/23/2019COMPLAINT 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 on 7/30/2019 stating the unit would not turn on. We assigned a vendor with an appointment date. The consumer contated us to advise that date did not work and wanted the claim reassigned. We advised the consumer that they could go through the reimbursement process if the appointment date and time did not work for them. Reimbursement is when a consumer gets a local vendor to come out and diagnose the failure. The vendor would then contact us with the diagnosis of the failure, parts & pricing. Once approved, a reimbursement check would be sent to the consumer once a paid receipt is received. The consumer rejected this offer and we scheduled the same vendor to come out on a new date.
All claims have been properly serviced in accordance with the Service Agreement. We are committed to providing a positive customer experience and doing the right thing for all our customers, contractors, employees, and our company.
The consumer may keep the appointment with the assigned vendor or can still go through the reimbursement process. A reimbursement form with the reimbursement process was sent on 8/13/2019. If they have not received the form, they should check the spam/junk folder as it may have gone into one of those files.
In an effort to provide good customer service we can offer a free service charge fee for the consumers next claim be added to the 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 questions, please contact me 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:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Regards
I purchased my Platinum Home warranty from Total Home Warranty for $698.60 on September 15, 2018 and was told it was for 3 years. However, after getting the policy, it was only for 2 1/2 years. My first claim was on December 3, 2018, my downstairs air conditioner quit working. I carry a yearly maintenance agreement with *** in Fayetteville NC and have had them service my units twice a year since purchasing my home in 1991. *** replaced both upstairs and downstairs units in 2003. The Bass service technician came out and discovered the unit needed to be replaced. They quoted me a price and I submitted the information to Total Home Warranty on December 5, 2018. After leaving messages and finally speaking customer service, Ashley, I was total that I failed to get prior approval and therefore they would not reimbursement my out of pocket amount of $5000.00. The second claim was filed on March 30, 2019 for a water leak in my attic. I paid a $45.00 service charge and had a roofer come out and discovered the roof to be sound and found the drain hose had come loose from the air handler in the attic and her he repaired.. On June 5, 2019, my upstairs unit quit working. This time I call Total Home Warranty to file a repair claim and was told a repair technician would be contacting me. After a day, I finally got a call from Wilson Appliance Repairs. The man insisted scheduling a repair call the next day at a time between 6 - 9 pm. I felt that was not appropriate and cancelled the call. I also check with the Revdex.com of NC and found that Wilson Appliance has an "F" rating. So my next call was back to *** Conditioning. Bass informed me TXV valve in the attic air handler needed to be replaced at a cost of $959.00. I sent this information to Total Home Warranty and received word back the warranty contract did not cover this part. So I paid $863.10 (10% less due to my continuous maintenance with ***) for the repair part. On July 11, 2019 my upstairs air conditioning unit failed again and ***n inspection was told the 16 year old unit needed to be replaced. I again sent the quote from *** along with several phone calls to the customer service representative, Shawn L. Mr. L sent a claim reimbursement for *** and myself to complete. The claim reimbursement was submitted on July 22 with all requested documentation. After weeks of waiting and frustration, Total Home Warranty again denied my claim stating the unit should have had move preventative service pulled for maintenance, although *** Conditioning was servicing both units twice a year. Total Home Warranty is a rip off. They take your money and run. I am not even sure they are licensed to do business in the state of North Carolina.
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
8/22/2019COMPLAINT 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 heating on 11/19/2018. The consumer advised they got their own vendor out and replaced the unit. Per our policy this process is clearly excluded from coverage. Please see the referenced section of the policy below;
III. REQUESTING SERVICE – CALL
C. We have the sole and absolute right to select the Service Contractor to perform the service. We will not reimburse for services performed without its prior approval.
In an effort to assist the consumer we offered $50.00 goodwill, which the consumer accepted.
The consumer contacted us on 6/6/2019 to place a claim for the air conditioner stating the unit was not cooling. The vendor reported the thermal expansion valve failed. As per the policy this is a non covered failure.
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 assist the consumer we offered $150.00 goodwill towards this non covered failure, which the consumer accepted.
On 7/11/2019 the consumer placed another claim for the air conditioner stating the unit was not cooling. The consumer got their own vendor out to the home and submitted an invoice which stated the unit needed the coils cleaned. The condensation drain line stoppage is also a non covered failure. As per the policy maintenance is a not covered.
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.
In order to assist the consumer with this failure we offered $100.00 goodwill, which the consumer accepted.
All claims have been properly serviced in accordance with the Service Agreement - all contracts have inclusions as well as exclusions. We are committed to providing a positive customer experience and doing the right thing for all our customers, contractors, employees, and our company.
We at Total Home Protection have an unwavering commitment to uphold our founding ideals to provide industry-leading home warranty products and exceptional services to the customers we're privileged to serve. If you have any further questions, please contact us at .
Sincerely,Laura DTotal Home ProtectionToll Free: www.totalhomeprotection.com
You never know how good a policy is until you have to claim. This is a fabulous company with excellent staff who provide knowledgeable, attentive and efficient customer service to clients. Highly recommend.
My air conditioner broke on Thursday and I filed a claim with THP the same day, the next day a technician arrived at my home and fixed the problem on the spot. Decent prices, excellent customer service and fast responses to claims. I am extremely happy with the services provided by this company.
This company does not have valid contractors to do repairs. I had 4 different contractors assigned to two claims. Contractor 1 took the 45$ deductible but never came back to complete the work. Contractor 2 never showed. Contractor 3 was a fake email and wrong phone number. Contractor 4 said his application was not accepted to do work through the company. This company is a scam.
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
8/23/2019COMPLAINT 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 heating claim on 11/13/2018 stating the system was blowing cool air. The vendor reported there was a bad fan limit and resettable switch failed. The vendor also reported they have flue piping that goes from 5" to 4" which is suppose to be 5" all the way across, which is not correct. The consumer was advised the claim was partially approved for the fan limit and resettable switch but the flue was a non covered failure. Please see the referenced section of the policy below;
V. COVERAGE
B. Heating System
Note: Coverage available on units up to a 5-ton capacity, and for residential use only.
COVERED: Mechanical parts and components of two (2) systems, either hot water and steam heating system or centrally ducted forced air gas/electric/oil heating system or electric baseboard units, if providing the primary source of heat in dwelling, as follows: accessible ductwork from covered heating unit to point of attachment to register/grill; blower fan motors; burners; controls; fan blades; heat/cool thermostats (programmable and electronic set back units will be replaced only with standard units); heating elements; ignitor and pilot assemblies; internal system controls; wiring; and relays; motors (excludes dampers); and switches. Electric baseboard units are covered if they are the primary source of heating for the property.
NOT COVERED: Chimneys, flues, and liners; cleaning and re-lighting of pilots; concrete encased or inaccessible ductwork; concrete encased or inaccessible steam or radiant heating coils or lines; conditions of water flow restriction due to scale, rust, minerals and other deposits; heat exchangers; cracked heat exchangers; rusted and/or corroded heat exchangers; maintenance and cleaning; calcium build-up; evaporator coil pan; primary or secondary drain pans; fossil and dual fuel control systems and other energy management systems and controls; dampers; asbestos insulated ductwork or piping; electric baseboard heat unless primary heating system in home; filters (including electronic/electrostatic and de-ionizing filter systems); fireplaces and their respective components and gas lines; free-standing or portable heating units; heat lamps; pellet stoves; fuel storage tanks, lines, and filters; gas log systems, including gas feed lines; valves; key valves; oil filters, nozzles, or strainers; humidifiers; inaccessible water/steam lines leading to or from system; backflow preventers; individual space heaters; panels and/or cabinetry; radiant heating systems built into walls, floors or ceilings; registers and grills; secondary units; solar heating devices and components; maintenance; noise without a related mechanical failure; improperly sized heating systems; mismatched systems; and structural components.All claims have been properly serviced in accordance with the Service Agreement - all contracts have inclusions as well as exclusions. We are committed to providing a positive customer experience and doing the right thing for all our customers, contractors, employees, and our company.
The vendor contacted us to advise the consumer was refusing to pay for the non-covered failure of the flue.
The consumer placed a claim on 7/19/2019 for the air conditioner not coming on. We assigned a vendor who contacted us advising they did not service the area. We assigned a new vendor and as a courtesy we waived the service charge fee. The vendor was new to the company and asked to be put on hold as they were unable to service customers due to high volume. We are currently in the process of reassigning to a new vendor or the consumer can go through our Reimbursement process. Reimbursement is where the consumer gets a local vendor to come out and diagnose the failure. The vendor would need to contact us prior to any repair to submit the diagnosis, parts and pricing. Once approved we would send the consumer a reimbursement check upon receiving a paid invoice.The service charge fee will be waived.
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 1-800-545-0402.
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 asked the heater company to replace the part that was causing the heater not to work. Nothing was wrong with the flue ( I had multiple other companies look at it and they said it was fine- this other company was trying to make more $) after I told them to only replace the part they said they’d be back in a couple days. They never came back and would not answer my calls. When I called total home protection, they finally got in touch with them after calling repeatedly and the contractor said he didn’t want to do the job. They then assigned a new contractor- who scheduled a time and didn’t show up at all. When I tried to call and tell them this contractor didn’t show I was hung up on or told there systems were down and to call back.
the AC issue- the first contractor wasn’t even a valid number or email. The next contractor told me he hasn’t heard back from the company and can’t do work for them.
In the freezing temps of winter and the during a heat wave in the summer they blew me off.
Total Home Protection is a scam that has bogus contractors. They ripped me off. Buyer beware!!!!!!!!
Regards
I filed a claim to have my built in microwave repaired. Total Home Protection sent technician to my home to inspect the problem. The tech asked me about the problem and wrote down the model number of my microwave. WITHOUT testing my microwave or uninstalling it from the cabinet to further inspect, the tech determined that the magnetron must be out and needed to be replaced. He wrote down on his service ticket that I paid him $60 (as required by my contract) as a diagnostic fee for a built-in microwave. He explained that he would submit my claim and be back later this week to repair. The claim was submitted and denied stating that my microwave was not a built-in microwave but a counter top model. I explained that this was obviously a mistake and sent photos of the microwave to clearly show it is indeed built in, the techs service ticket to show that he wrote that it is built in and a marketing flyer from my builder to show that my home included a built in microwave. The claim was reviewed and Total Home Protection is still claiming that it is a counter top microwave that is not covered on my plan. Total Home Protections contract does NOT define what they consider "built-in" or counter top. If you google what is a built in microwave you get: Built-in microwaves are neatly tucked away into your cabinetry OR above your kitchen range or oven to save you space and create a sleek, integrated look. My microwave is clearly built-in to the cabinet. I am requesting that they approve my claim and repair my microwave OR refund the $60 diagnostic fee that was paid to their technician that agrees with me that my microwave is built in so I can find a tech on my own to make the repair since their contract does not clearly specify what they consider "built-in". I would be happy to provide photos of my microwave, the service ticket to show where the tech wrote built-in microwave and a copy of the contract upon request.
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 191038/21/2019COMPLAINT 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 built-in microwave on 8/5/2019 stating the microwave is not heating and making a weird buzzing noise. The vendor reported the failure was a bad magnetron and the high voltage diode. Based on the model and serial number, the unit specifies as a counter top unit. Per our policy, counter top units are excluded from coverage. Please see the referenced section of the policy below;V. COVERAGEK. Built-In MicrowaveCOVERED: All mechanical components and parts, except:NOT COVERED: Doors; hinges; handles; glass; knobs; lights; clocks (unless they affect the cooking function of the unit); meat probe assemblies, rotisseries; racks and trays; interior linings; arcing; portable or counter top units.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 have added one free service charge fee to the consumer’s policy which will be applied to a future placed 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 further questions, please contact us at .Sincerely,Laura DTotal Home ProtectionToll Free: www.totalhomeprotection.com
Complaint ID: ***
8/28/2019
Total Home Protection properly addressed this complaint and cited the appropriate section of the policy, which was grounds for denial of coverage. The microwave is a countertop unit that has been installed inside of the cabinet with a trim kit. A true built in microwave has a different exhaust system. We sincerely apologize for your negative experience and would like to assist with a resolution. In an effort to resolve and close the dispute, instead of the free service charge fee being added to the policy for the next claim, we will refund the consumer $60.00 by check within the next 10-15 days. 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 find that this resolution is satisfactory to me.
Regards
I had been with this company for several years with good results. May 2019, my refrigerator quit working. A service company came out and could not do the repair. I was told to get my own provider and I would be reimbursed. It's been over 2 months and no payment. After several calls and disconnects, I gave up and cancelled. All premiums had been paid and now they tell me because I cancelled, even though my service was intact at the time of the repair, they are NOT going to reimburse me... The quality of service provider they are using today is horrible. The last 2 tech's they sent out were not qualified to fix anything... STAY AWAY FROM THIS COMPANY
To whom it may concern
I am a beyond disappointed and disgusted customer. I have always had a home warranty and in the past have never had any issues with their service. About a year and a half ago I bought Total Home Protection Warranty. They are located at 325 Chestnut St. Ste 800, Philadelphia, PA, 19106. We have had problems from the start. A month and a half in to having them they refused to pay for service to my washer stating "that it must have been defective prior to me buying the policy."
Then the real trouble started in August of last year our A/C stopped running and cooling appropriately. They sent a technician out and the technician was at my house for less than 15 minutes. Poured 5 lbs of Freon in the compressor and then left. They overcharged me for it and told me that they wouldn't fix it. I then reported this to my Home Warranty and they seemed concerned but told me I would have to take it up with them. They assured me they would not be using them any more because of that. Come one month later when the ceiling in our upstairs started falling down right below the evaporator coil in the attic. We had over $15,000 in damage. Again we called and Total Home Protection took 4 days to send someone out. Needless to say we could begin to fix anything or stay at the house until this was inspected. I tried to relay my disappointment to our warranty as their technician had just been out less than a couple weeks prior to this. They said they took no responsibility and even tried to send the same technician back out that I had complained about.
The new technician said it was the condensate pump and once again nothing was covered by then. We had our whole upstairs gutted due to mold and water damage. But before we did this we wanted to assure that the A/C was fixed. We were told that it was. Again "they say they stand behind their service technicians and that they are highly qualified and have to prove it to them." Also was told if they had complaints they would stop using tec
Revdex.com
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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 purchased a yearly policy on 6/7/2018 for $400.00. A claim was placed on 7/30/2019 for an air conditioner stating the unit was not cooling. The vendor reported the unit was missing more than half the freon of 3lbs, the unit holds 5 lbs. Pictures were submitted and it was determined this was a non covered failure as the unit is leaking in the fins due to . Per our policy this failure is clearly excluded from coverage. Please see the referenced section of the policy below;
I. BASIS FOR 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.
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.
The consumer requested to cancel the policy on 8/22/2019. A full refund was issued on 9/2/2019 to the card on file.
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 1-800-545-0402.
Sincerely,
Laura D
Total Home Protection
Complaint ID: ***
9/4/2019
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.
There was an oversight in the initial response. The consumer renewed the policy which was the funds that were refunded originally. In an effort to resolve this issue, we are cancelling the current policy and refunding the consumer $204.20 which has been accepted.
For further assistance, please reach out to us ***
Sincerely,
Laura D
Total Home Protection
[***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Regards
.I have been using Total Home Protection for quite a while now and they offered me an affordable price to cover the cost of my home appliances.
I am actually a mess when it comes to fixing things because I never do the research to find a good repairman . Basically all you do is file a claim and someone comes to verify it and then fix it or recommend replacement.
I recommend it.
This warranty company is a farce. Read the fine print on the contract, and you will see they have created loopholes to cover absolutely nothing at their discretion. My AC coil was leaking. My AC service said due to normal wear and tear. I filed the claim. Their AC service also said normal wear and tear. Next day, after the notorious email saying "we have important updates, please call", numerous phone calls and holding, finally heard back from someone saying the coil leak wasn't covered. Clearly "normal wear and tear" is up to their subjective discrimination. They offered money to offset my bad experience. That was nice, but didn't come close to what I'll need to put out for this repair. I won't be renewing my contract with them.
I signed up for a home warranty. Total home protection mailed me my policy. I filed a claim on our AC System which stopped working. THP had a AC tech do a diagnosis, who said you have Grounded Compressor.The tech turned the diaognosis to THP. After a week I received a Denial of warranty.They said it does not cover short to ground to component. The case manager Sita U said it says it on the policy. I looked on my copy, nowhere does it say not covered for short to ground I even went online and pulled up my policy. It does not mention anything about not covered for short to ground. She then took a screenshot of policy and on her copy it is different then mine. Her copy said not covered. How can you have 2 different agreements. My agreement was mailed within the last 3 months. The online agreement is the same as mine
Claim num *** This is almost like bait and switch
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
8/19/2019COMPLAINT 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 on 7/3/2019 for an Air Conditioner not coming on. During the initial call, questions were asked regarding the unit. We were advised by the consumer the unit was last serviced 5 years ago and the last time it was working properly on 7/2/2019. The vendor reported that the compressor was shorted to ground. The consumer was advised shorted to ground compressors are not covered however the failures that contributed to a shorted component do not constitute a normal wear and tear failure. The consumers policy became effective 6/27/2019, a shorted to ground compressor is a failure that happens over time and could not have happened within 6 days the policy was in effect. It was determined that this failure was pre-existing and a non-covered failure as per the policy.
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 provide good customer service we can offer the consumer $100.00 good will 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
Total Home Protection is using what I would consider false advertisement and fraudulent business practices. I encourage you to review their *** site and see that their comments on their services are all deleted and 100s of hot faces showing people are disappointed and duped. A dissatisfied customer created the website Total Home Protection Scam where consumers like me can tell our experience. Here is my experience: first I purchased a 5Year warranty from them after a sales call for $2400. My washer was acting up and I used the service, a $400 part needed to be replaced, they offered a $100. I hadn’t received the $100 payment and called and they said their payment system went down and they are switching banks. My next bad experience was AC was acting up and their assigned contractor came out and said it was a bad contactor, but it was not covered by the warranty Company. So, I replaced it myself for $200. However, it was determined it wasn’t the faulty contactor, but a bad compressor. Again, this time it wasn’t covered due to not maintaining it (ie similar examples on social media that other consumers received). Please note I purchased the house 6
months ago and had it serviced 3 weeks prior. As a result, I appealed their decision and they offered $300 on $3000 AC replacement. Although lengthy appeal process, I appealed again. 2 weeks
later I hear from another representative and they offer $500. Although another lengthy appeal process, I appealed again. Please understand the AC went down at the end of May and I didn’t hear back from their representative until 1st week of July (hot outside). It was only after I asked the status of the claim that they came back and offered a $1000, but I had to sign an agreement (I have and can share). I had to agree to take down any comments on social media and not file a claim with the Revdex.com or pursue any additional actions. I declined their offer after reading numerous other consumers who went through similar awful experiences.
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
8/5/2019COMPLAINT 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 5/29/2019. The vendor reported that the contactor failed and then the compressor also failed. Pictures were submitted which confirmed lack of proper routine maintenance as well. Per our policy secondary failures are not covered. 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..
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 $1,000.00 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
Complaint ID: ***
9/3/2019
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. In an effort to assist the consumer we offered $1,000.00 goodwill for this non covered failure which is still applicable. If the consumer would like to cancel the policy as per the terms & conditions.
XII. CANCELLATION
C. If this Agreement is canceled after thirty (30) days, you shall be entitled to a pro rata refund of the paid contract fee for the unexpired term, less a $50 administrative fee or 10% of the contract fee whichever is less, 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.
The consumer purchased the policy on 9/16/2018 with optional additional coverage for Limited Roof Leak. The consumers paid contract rate is $2,750.00 with 11 months of service to date. $45.83 per month for 11 months totals $504.13, costs incurred by us is $496.00, with a $50.00 administrative fee. Total refund $1,699.87.
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 find that this resolution is satisfactory to me.
Regards
My AC went during a real hot spell. I called Total Home Protection and was told someone would call within 48 hours. This did not happen. I called again and they said they couldn't get anyone and I should call someone locally and they would reimburse me as long as I had the person call before doing the work. I finally got someone over and I asked him to talk to the company. I don't know what he said to them but my claim was turned down. I was so angry. I called the complaint department and they were extremely rude and said they could do nothing. About a week later I got a call from some manager (did not get his name) who said he didn't want hard feelings so they were going to send me $100. The bill actually cost me $333. I said I was willing to take that. Low and behold... no check ever came. They are a bunch of liars. I thought I was getting a great deal when I signed up with them as they were cheaper than other companies. Now I know why... they are a bunch of crooks. People, please beware and don't sign up with them.
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 air conditioner not cooling on 6/9/2019. Unable to get a local vendor with availability we offered the consumer to go through reimbursement. Reimbursement is where the consumer contacts a local vendor to diagnose the unit and to contact us with the failure, parts and pricing prior to any repairs/replacements being performed. Once approve we would send a reimbursement check upon receipt of the invoice. On 6/13/2019, the consumers vendor reported the unit was missing 50% of its refrigerant, which was already refilled and the unit was now working properly.
The consumer was advised that being work had been done prior to approval, this was a non covered failure as per the policy and the reimbursement form.
III. REQUESTING SERVICE – CALL ***
E. In the event we authorize or request you to contact an independent service contractor to perform a covered service, we will provide reimbursement for an authorized amount of the cost you incur for the repair or replacement services. Acceptable proof of the repair and your actual itemized costs must be provided to and approved by us before any reimbursement will be paid. We are not responsible for expenses you incur without our express consent. We will not reimburse you for any costs associated with unauthorized repairs or work performed by unauthorized contractors.
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.
In an effort to provide good customer service we offered the consumer $100.00 good will 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 questions, please contact me at ***.
Sincerely,Laura DTotal Home Protection
[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: Total Home Protection’s job is to find a person to fix my AC. If they had done so in a reasonable amount of time... all this technicality would not take place. According to my contract they are supposed to have someone call within 24-48 hours. It was over 72 hours that I got a call and they were unable to come before one week. This is *** and we were going through a hot spell. I am 73 years old and can’t stay in a house that was 100 degrees. I had no place else to go. When I was told I could call a AC person myself... I did not want to do so but I did because I was sick from the heat. I did not know what the AC person told the company but it was not something that was major. It was replacing the Freon that was needed. it would have had to be done either way. I can understand if the AC needed replacement... then I would agree with them but it wasn’t. After I was rejected, I got a call and was told they would give me $100 as a good will gesture. I was willing to accept that but THEY NEVER SEND A CHECK. That is not good will to me. I live on social security and it is really hard for me to lay out the initial payment once a year but I do to protect myself. When I have to deal with this, it is really upsetting. All I want is the $100 that was promised me.
Regards
[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 feel I was falsely represented when I signed up for this plan. I never received an actual policy so I had no way to know these things. When I signed up I was told that the company would fix the appliance or if they could not fix it, they would replace it. I was not told it would be based on the value of the appliance after being 10 years old. It certainly would not pay to have this insurance if I had to pay a copay and then only be given a small amount to replace the machine. As an example, I just made a call as my washing machine broke down. I was told it was a major component and could not be fixed. All I was given was a $200 to replace it. Minus the $45 for the service call. Where can I replace a machine for $200. My original washing machine that broke cost $700 ten years ago. These companies need to be stopped from promising falsehoods. Replacing a machine means just that.
Regards
Complaint ID: ***
10/14/2019
Total Home Protection properly addressed this complaint and cited the appropriate section of the policy. The policy is located on our site on the main page under terms & conditions at all times to review *** The consumer purchased this policy 5/5/2017 which at that time we were sending hard copies of the policy for the consumer to review within the first 30 days. We have since gone green and the consumers are receiving email copies of the policy.
The consumer placed a claim for a clothes washer on 8/28/2019 stating the unit was giving an error message. The vendor reported the transmission was burned out. Due to the age of the unit and any additional failures that may have occurred that were unable to be determined until the transmission replacement, we offered the consumer $200.00 towards the purchase of a new unit as per the policy, which was accepted.
VII. GENERAL LIMITATIONS OF LIABILITY
V. We reserve the right to offer cash back in lieu of repair or replacement in the amount of our actual cost, which at times may be less than retail, to repair or replace any covered system, component or appliance. In the event a covered system or appliance is deemed irreparable or it is not cost effective to repair, we may replace the system or appliance with a system or appliance of like capacity, the price of which shall not exceed the depreciated value of the system or appliance being replaced. THP is not responsible for installation. The cash settlement shall be in an amount not to exceed the depreciated value of the component, system, or appliance being replaced. In the event you elect to use the cash back funds to repair rather than replace your system or appliance, said system or appliance will no longer be covered by THP.
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 sincerely apologize for your negative experience and would like to assist with a resolution. In an effort to resolve and close the dispute, we will authorize one free service call fee on the next claim. For further assistance, please reach out to us ***Sincerely,Laura DTotal Home Protection
Insurance service sold on 5/28/2019. Service effective date 6/28/2019....woke up 07/07/2019 with no hot water. Called customer service to start claim. Was told that someone would contact us to arrange a service call. After a week no call or email was provided to have tech come look. Called insurance back and was told due to the 4th of July holiday everyone was busy. Called again still no contact by tech and they are having issues finding someone to come look at the hot water heater. Now it’s been 2.5 weeks called and was told by insurance that we could call someone and at first they would cover charges as long as it was under their rates. I did Not accept this ...they called my back and Sean L stayed they would cover the service call 100% and are now willing to pay what the tech charges for repairs. After a local tech comes out he stated that a new hot water heater is needed. He can’t get the hot water heater to light or start. He called to get an authorization number. After that Karon T called me from Home Protection and stated they believe this to be a pre existing issue and will not pay anything. Contract states if any of the appliances covered (hot water heater is one) Cecile’s inoperable due to normal wear and tear and are in place and in proper working condition on the effective date of agreement then the hot water heater is covered!!! Another supervisor called me and stated that the hot water heater is from 1995 so they can’t cover to replace. It’s old! So they are selling contracts and unable to arrive our area then not willing to pay for replacement or to be fixed!!!
H
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
8/1/2019
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 the water heater on 7/9/2019 stating there was no hot water. 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 7/7/2019. The vendor reported the gas valve failed and the power vent motor failed. Coverage went into effect on 6/28/2019 and it was determined the failures were pre-existing to the policy, being mutliple components failed within the short life span of the policy.
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
In an effort to assist the consumer we offered $150.00 good will which the consumer rejected. The consumer contacted us on 7/25/2019 and we advised that we would offer to assist with the service charge fee and to send the receipt in to us for review. The document can be sent to [email protected]
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
I spent too many hours over the last couple of weeks dealing with this company and don't wish to give them any more time. This is a huge SCAM and for anyone that reads this I highly suggest you do not bring them on as your home warranty company.
It is so frustrating to get a rep on the phone. I wish that they have a better way to contact the customer. The waiting period for a tech is between 24-48 hours. What if it is an emergency.
The claim dep Rep told me today that I should contact the Tech and make an appointment for the ac unit that was fixed last week and again broke down with the same problem. The Tech informed the Ins Co supposed to call him and that is the procedure. I called claim service, I was told I must contact Customer service. 2-3 time waited about 2 hours and I got a call back and I had to wait 30 minutes more to talk to a live person.
Man! this is too much!
After reading all the reviews, need I say more. I rate them 0 as it won't let me do that above. We have an older home and it seems that every time something goes wrong, it's not covered. It's a vicious cycle. I'm still waiting on a $250 check that I was told was already mailed out to me. It's been a month. So when I called to advise I was cancelling my warranty, I was told that check would be no good if I did. Stay away from them.