Total Home Protection

In 2017 my heating and cooling system out. I only had the service for 1 month and they repaired the system. My experience was great

They know how to market but their service, communication and support of what they SOLD is like gutter mongers. BEWARE! You buy the protection, try to contact a claims representative and they don't support a 24/7 contact model. They advertise it - but it's a farce. They won't put anything about a claim in writing. They will call you from UNKNOWN numbers and leave voicemails with no information. They will send emails with no information, just a message that says "call us, we have important information for you". They won't stand behind your contract, they won't document their responses and they take forever to answer the phone. Slum Lords!

Their contractors ***Never purchase anything from these people. Waited all day long for air conditioning person and never showed up and never called. Total waste of money

If you have a problem in your home and actually want it fixed then stay away from this company. I had a problem with a toilet in 2018 and it took the company's contractor 3 weeks to get it fixed. I had another toilet in need of repair this year April 2019 and I never even got a call back from Total Home Protection to get set up with a contractor for repair. So I found someone myself to repair it. I then had a problem with my dryer shutting off and called to get repair. They set me up with a company DDB Services which is also the contractor that took 3 weeks the previous year to fix my toilet. They came out, 4.25.19 took my 60 dollars and not long after I got a call from THP saying the part needed to fix my dryer was no longer available and that they were going to send me a check for about 160 dollars. This was early may and today is July 15 and I still have no check. Today was my 3rd call to THP and this time I was told, "there has been a delay sending out your check and when the person in the accounting dept comes in tomorrow she will expedite it. " Three months after my service call I have no repair, no check and have 60 dollars less in my account. And the worse part is 160 dollars isn't going to buy me a new dryer so I'm still going to have to pay several hundred more dollars. Why again do I even have a home warranty? I'm just going to ride out the rest of my warranty and sign with a new company.

Absolute WORST home warranty company on the planet. I am a Realtor, I know all of our local home warranty companies and the excellent service they offer. I can call the owners of ALL of our local home warranty companies directly and get their assistance if needed. When I purchased my home in January of this year, the seller already purchased a home warranty plan for the previous buyer (their deal fell through right before closing). So even though I asked to choose my own home warranty company, I had to stick with the one they had already paid for. Fair enough. My freezer started leaking on the kitchen floor so I call the home warranty company. They DO NOT answer their phones...EVER!!!! About a week after my initial attempts I finally get through to someone in India who is very rude and doesn't not speak English well at all. She states that within 48 hours I will receive an email with contact information for an appliance repairman, and that once I receive the email I need to call and schedule the appt. Days go by, a week goes by, no email. Suddenly I get a text message telling me that my appt with Sears has been scheduled on a date and time that I had no input in. I check my email and sure enough, I just got one from TOtal Home Protection telling me that Sears will be taking on the claim. So I call Sears to reschedule since their chosen date and time do not work for me since I, like many people, work full time. Another rude lady reschedules my appt for a day that I actually have off. July 5th. The day after 4th of July, which happened to be a Friday. Friday rolls around and my appt has been cancelled because ol boy didn't want to show up to work the day after 4th of July. Surprise, surprise. So I need to call and reschedule that, of course now I have to miss work because that was the only day I had off. So fast forward a few weeks, there is water gushing out of my basement ceiling. I call the home warranty company. No one answers. I call back, press a different option to see if I could reach a human. I did. He was very apologetic and claimed they were having issues with their phones...right, just like 2 weeks ago? Anyway, he says he's going to send me to claims, and the phone rings and rings and rings. There is water actively pouring out of my ceiling. I don't have time for this game! So I gave up and called a plumber. I would rather dish out hundreds of dollars to deal with a contractor I know, who actually wants my business, and answers their phone, than to sit and wait for someone at Total Home Protection to answer the phone. And if they want me to wait 48 hours for an email for a contractors contact information, they are out of their minds. I had to shut the water off to my house so my basement doesn't flood. But they don't care. They got their money up front for the home warranty when the home was purchased, they certainly don't want to take care of their clients and dish out the money to fix my pipe. So what is the point of a home warranty again? DO NOT USE THIS COMPANY....go with a local TRUSTED company who picks up the phone when you call in a crisis.

Minus Zero rating.

This is a total scam company, never cross my mind to see a company only focus on scamming her customers instead of providing the services they promised in writing within the contract.

I have a home protection plan with Total Home. I went online on June 27th to place a claim. I was not contacted until I called again on July 2nd. I was assigned a repair company to fix my claim. I contacted the repair company on July 3rd and mad an appointment for July 8th. The technician came out and said the relays on my pool went out causing the blower motor for the spa to malfunction. He stated he would have to contact the home protection company to authorize the repairs. A Case manager (Ashley M) tried calling me on July 10th at 11:36am but she called my fax number; she also sent me a email with a number to call. . I called the number several time on July 10th and several times on July 11th and left messages each time. As of 5:15pm PST time today I have not received any type of contact from Ashley. It has now been 14 days that my pool is not working and no one has contacted me. I tried to call and ask to speak to her supervisor but was instead transferred to her phone number. I have no way to contact her supervisor to escalate my issue.

This company is horrible. Takes 45 minutes to get someone on the phone. 48 hours for someone to merely reply to a claim not including weekends. It takes an additional 48 hours minimum for the contractor to contact. Contractors they assign are not to be desired. They couldnt fix my washer so total home offered me $100 for it. Its insane. It has been 3 weeks and still havent received the money. They declined to fix my pool pump even though I purchased additional warranty for it. List goes on. They are very nice when you sign up. When you have a claim, you will sit on hold for a long time.

All the positive reviews have got to be fake. There is nobody in their right mind that would give them a passing review.

The day after I requested quotes from two other Home Warranty companies, they call me and try to sell me a Home Warranty. I asked where they got my phone number and they said they buy it from industry calling lists. I asked if he could tell me which company he bought my number from, and he said I would have to talk to Marketing, because he's just a salesperson. So I asked him to transfer me to Marketing, and he said NO.

Two years ago, I had an issue with the self cleaning latch on my *** wall-mounted oven. It was not a contract part that Total Home would repair, so I got it fixed on my own. I have the receipt and proof of repair!

On July 1st, my oven quit working, no power displayed on the controls or anything. The breaker isn't flipped. This is NOT related to a latch. So I called July 5th to get a claim on my oven. Claim *** was created. I was instructed that it would take up to 48 hours to get information on a local repair person who will do the repair and get my oven powered on. I know it was a holiday week, so today I called because I did not see anything in my email. The man said did you get the latch fixed? Yes, but this is not about the latch, this is about the unit being dead, lights out, it is dead! "Ok ma'am, well I see they canceled that claim *** because you said the latch was fixed." I said well I need my oven repaired. It will not turn on, it is DEAD. (Never did I express any sort of need for the latch to be repaired.) So the guy said well I will create a new claim for you to get it fixed. I got claim ***. Today is 7/8/19 and I did not get any sort of email, which typically happens pretty quickly with these guys. I ended up speaking with a guy named T. Tillerson who stated I need to send the repair statement of the self cleaning latch over before they can authorize a repair. I have the check #, date, etc of the repair and I am waiting for my repairman to furnish me another copy of the receipt because I didn't keep it. I didn't know I would need it. Today's issue, I need the darn oven fixed. It is dead. I think the fuses are out on it. How does that have anything to do with a latch? I have paid $1500.00 for a 5 year contract and I am sadly thinking I made the wrong decision. The man was rude, when I requested to speak to a supervisor, he denied me to do that. He said it was against company policy. Every call center in the USA has an escalation process. I think that this company is not being ethical. I think the man was being patronizing (***@totalhomeprotection.com) and I am requesting to get the oven serviced. The fuses being burnt out have NOTHING TO DO with the stupid self cleaning latch.

I tried again today 7/9/2019 to get some resolution but nope, nothing.

I have a THP Warranty and when I needed them because my AC went out, they only covered $100.00 of a $1,100.00 repair. They argued with the technician who performed the work as if they knew his job better than him and refused to pay the amount needed to fix the problem, and claimed the work needed was not covered by their plan. How very convenient for them. I am canceling my membership.

I had a policy with Total Home Protection for a term of 5 years started less than 2 years ago
It has always been very difficult to have any repairs covered. There is always an excuse not to cover the items or limit the coverage, I decided to cancel the policy for this property. I sent an e mail on May 29, 2019 requesting to cancel the policy effective 6/28/2019
I received an e mail acknowledging the request and saying that it was forwarded to "The Retention Team"
A month later no refund or news. I tried to call multiple times. No one ever answers the phone. I even used their option to be called back. No one did. I called their sales extension and an agent answered on the first ring.
I explained and he referred me to "a supervisor" who said that they have nothing about cancelling the policy and that it was still active. He referred me to their "cancellation team" but no one answered. I sent another e mail. They answered today saying that "unfortunately, we do not accept prearranged cancellations" and to "please contact our Retention Team to cancel your policy" but again, no one answers their phone on any extension.

I wish you could leave zero stars. Total Home Protection is absolutely the worst company I have ever done business with.Do NOT do business with this company. It does not matter what your claim is for they are not going to cover the repair. It took five days to get a repair man for my air conditioning unit. Now we are told that it is not covered even though it plainly says it is in our warranty booklet from Total Home Protection.

My AC unit suddenly stop working. I have an elderly family member living in my home. I called to file a claim and I was told by a female that they are not an emergency service and I had to wait 24-48hrs. She was rude and very unprofessional. I will not be renewing the policy when it ends. How hard is it to assign a contractor to come out. I have read multiple complaints on the company. It is sad to take hard working peoples money and not provide the service needed.
I notice they respond to complaints to to make them look like nothing is their fault. Instead of trying to cover your a.. how about doing your job and provide the service(s) that are being paid for. You have time to write lengthy replies to each complaint but cannot get your clients the service they request.
WARNING... DO NOT DEAL WITH THIS COMPANY. THEY ARE FULL OF CRAP.

I was checking prices for home warranty coverage through several companies and have been harassed constantly since my inquiry through unsolicited text, emails, and phone. If I wanted your service I would have called the company back.

Harassment of potential customers is not a wise idea, Robo calling through the state of Arkansas happens to be illegal that I am aware of. Meaning unsolicited calling through misappropriated phone numbers not associated with the company could potentially cause an issue.

Furthermore
This matter permanently will be handed over to the Attorney General of State.

Potential matters not associated with the attorney general May or could be filed in a small claims of setting this is your cease and desist please do not contact further if I want your business I will call you.

Scoring at F in Better Business that pretty much well tells me that you're companies is pretty crappy which means I don't want to do business with you, that was the reason for not calling you back.

Have been waiting for them to provide a contractor to fix my washer/dryer for two weeks. Was given a contractor whereby no one even answers the phone. They are making no attempt to assist and have only says that I can pay to service the washer and I will be reimbursed. Imagine what I would go through with this company to get reimbursed. I need my appliance fixed per our agreement and what I pay for.

I purchased 6 years of home warranty service and every time that I have requested a service, I was told that my issue was not covered for some reason or other. This last time was it! I have an evaporative cooler (swamp cooler) for my cooling system. In New Mexico that is common. They refuse to replace it because it has water in it. DAH! That is what a swamp cooler is. They say that water is not an integral part of the system and they don't cover anything with water. Well, without water, it is just a box on my roof. This is the third thing that they refuse to fix and I have had it. They said they would send a check for 300.00 but the bill to fix it 1800.00. This company is a total rip off.
When I purchased my contract, I made sure that the swamp cooler was added as an amendment because in the southwest, cooling is a necessity. I even paid extra to make sure it was covered.But because it has water in it, they won't cover it. Of course it has water. That is what makes it work. I could tell you stories about this company that would curl your hair in regards to the other 3 instances I have had but this was the last straw. PLEASE HELP! This is the Platinum plan. Optional coverage states, SWAMP COOLER. Coverage states" Air conditioning system, Heating system, Refrigerator, clothes washer, etc, etc..." Well this is my air conditioning system but they don't know anything about it and because of that, it is not covered according to them. I don't know the exact date I bought the policy or the exact date that I filed the claim #

This company I had warranty with for almost 3 year and they do this auto renewal of the service contract. once I decided to switch to another home warranty company since their price was getting increased. I called customer relation team and discussed about the cancellation process, they looked at my account and confirmed that I can get my contract cancellation without any penalty or cancellation fee since I am old customer and had 2 very minor service request. they also said they will work with their senior to see if they can offer me better rate as competitive as others, I waited for their call and replied their email saying since I am not seeing any offer from you I am making my move to cancel this service contract. now the moment I called them for cancellation, they said I need to pay penalty and cancellation fee. this shows a low standard of company since I had these discussion assuring me and thanking me but the moment cancellation request is placed they started acting cheap. anytime you see a situation like this, be careful because that indicates company made false promises and go any low with what they are promising these are low standard company and should be avoided because they will leave you when you have big service request

So after asking all the questions to the salesman about what's cover and what's not I signed up under the understanding that appliances, A/C, heating ans so forth will be ether repaired or replaced and guess what, neither of them, called the salesman direct line to find out he no longer works there, or so he said, because the voice was the same. Long story short, my A/C went out, the tech came in assets the problem that the coils needs to be replaced and I get a phone call from the Home Rep-of.... sorry, "Home Protection" that the coil isn't covered. A month later called because the ice maker on the fridge isn't working and guess what... you're right.. ISN'T COVERED!!!!. So my suggestion is to stay away from this bs SOB.

This company was the worst that I have ever done business with. The process of getting a technician to come fix my microwave had dragged on for nearly a month. Notification that a technician has been assigned to the claim, comes in your email. I reached out to the first technician, who was unprofessional and never returned my phone calls to set up for him to come fix the microwave. So I called Total Home Protection to complain. They assigned another technician. Once again notification by email. I reached out to this technician by phone and email. Never received a response back from this technician. Round 3 with Total Home Protection. This time I threatened to cancel my policy. They begged to all them a chance to fix the problem. I should have gone with my threat at that point. The third technician that did come out, seemed to not know what he was doing. Ended up breaking a component called a “buffer” off it’s mount. Telling me this was the problem anyways. He didn’t test anything with a multimeter to see if there was any other issues. He said that he would submit what was wrong and have the parts needed ordered.
Almost a week later and I get a call from Total Home Protection, telling me they were not going to fix the problem. The problem was something that had been existing prior to the start of my policy. I disagreed with them. Long discussion after I disagreed. I cancelled my policy.
Save your money. Don’t go with this rip off company!