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Address: 300 McGaw Drive, Ste 2, Edison, New Jersey, United States, 08837
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I would leave no stars for this company. They do a Bait and Switch, they will send out a technician, who will either misdiagnose the problem or the cost to repair is too expensive for them to make a profit. Therefore they will offer you a check for less then 10% of the repair or replacement costs. They will not fix your item.
I purchased a year warranty on 9/02/2018 from THP, along with my parents and a sibling all starting new contracts from the same salesman. I have never filed a claim with this company, and this is my first personal interaction.
On Friday, 6/7/18, my 1.5 year old refrigerator suddenly stopped working. The motor made a loud noise and then shut off. I called THP and put in a claim, and they said that a technician would get back to me within 48 business hours. Over the weekend, I lost everything in the refrigerator and finally had a technician come out at 6 pm on Monday 6/10/18. The technician was here for three (3) hours, said he could not find the issue and thought it was possibly from dust accumulation on the back. He turned the fridge on, said it should be working fine, and to give it time overnight to cool. I paid the THP service fee of $45 and he left.
In the morning, I called the technician and told him the fridge was still not cold and the motor was making a loud humming noise. He said that he was going to come back out later that day to diagnose. Instead, I got an email from THP saying that they denied my claim because of the reason being a Freon leak that damaged the compressor. Since THP does not cover leaks and the compressor was a secondary problem, the item is not covered.
I called the technician, and they said that they told THP that it was possibly a Freon leak or a failure of the compressor and that the fridge needed to be diagnosed to confirm. He also told me that he was told THP would not cover the repair if it were more than $250, and the technician said this repair was estimated at around $850 so they told him he was off the file. I asked the tech directly if he tested for a Freon leak and he said no, that THP had not authorized him to do the test.
I called THP multiple times - at least 8-10 the next day and again on Wednesday. Each time I was told that they don't cover leaks and to go through the manufacturer's warranty if available. Today, I spoke with Willie the resolution department manager, and he offered me $100 to close the file as an "extension of good will". He said that if I don't agree with their decision, I could file a mediation claim or have an outside tech perform diagnostic and repair at my cost. I argued that their determination of the problem was bogus because the tech never performed that test, and that we should not be denied for a cause that was not actually determined.
My sister had a similar situation two months ago with her refrigerator, where the technician said one thing and THP reported another, denying the claim, and they did the same thing of offereing her $150 to settle the claim. THP eventually caved and repaired the unit after the technician got involved and argued that THP was lying about the reported cause of fridge failure.
My mother filed a claim a month prior and had a similar situation, with the same outcome.
Willie in resolutions told me the other option was to cancel our plans, but we would not get much back and it wasn't worth our time. He said we would not get a refund for the entire plan, just a contracted amount for the months that we have left in the term.
My complaint is that THP is fraudulently selling service contracts in CA to customers under the pretense that they will provide service (even their telephone system waiting music says "if your refrigerator doesn't cool") yet they find any unrelated reason to deny the claims, even without any documentation or proof that their denial is accurate. They refuse to do the work as requested per the point of the warranty.
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
6/14/2019COMPLAINT 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 refrigerator not cooling on 6/7/2019. The vendor reported the unit was leaking freon which caused the compressor to malfunction. Please see the referenced section of the policy below that leaks of any kind are a non covered failure
V. COVERAGE
C. Refrigerator
Note: Refrigerator must be located in the kitchen.
COVERED: All components and parts, including integral freezer unit, except:
NOT COVERED: Racks; shelves; glass; lighting; handles; doors, door seals, hinges, and gaskets; Freon; disposal and recapture of Freon; ice makers, ice crushers, beverage dispensers and their respective equipment; water lines and valve to ice maker; line restrictions; leaks of any kind; maintenance; interior thermal shells; freezers which are not an integral part of the refrigerator; wine chillers or mini refrigerators; food spoilage; noise without a related mechanical failure; multi-media centers and internet connection 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.
In an effort to provide good customer service we offered the consumer $150.00 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 further questions, please contact us at .
Sincerely,Laura DTotal Home ProtectionToll Free: www.totalhomeprotection.com
Have been trying to talk to someone for 6 days... put on hold..never called back..hung up on 4 times. This is possibly the worst company I have ever encountered.
I have attempted to file a claim with this company and have been given nothing but the run around. No one calls with any relevant information, they say they will send info via e=mail, but nothing arrives, then they told me to have my issue fixed and they would reimburse me by filling out the papers via email which never arrive, then I got put through to "Marvin G" who said have it fixed and they would send me a check for $150. Guess what, that never arrived either. I want a full refund of my initial monies I paid to this company, which would be $973. I will never do business with this company again.
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
6/13/2019Complaint ID: ***To Whom It May Concern:
Thank you contacting us with the above referenced complaint. We at Total Home Protection treat each complaint with the utmost respect and use this feedback to better serve our valued customers. Understandably there are two sides to every story and always look for a fair resolution between all parties.
The consumer placed a claim for a garbage disposal not draining on 4/6/2019. Unable to get a local vendor with availability we offered the consumer to go through reimbursement. Reimbursement is when a consumer gets a local vendor to come out and diagnose the failure and provide pricing and parts. Once approved, the consumer pays the vendor, and a check is sent upon receiving the paid receipt. The consumer was advised of this process and accepted. A check for $150.00 was sent on 6/5/2019.
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 DonovanTotal Home ProtectionToll Free: www.totalhomeprotection.com
After paying for the service for 8 months my claim was denied on service to an AC unit and a hot tub. I was told that the AC until was too dirty, after having sustained 78-80mph winds all day and intermittent electricity service due to a storm. After paying my $45 service fee the claim was denied. At the same time my hot tub service was denied as they do not service hot tubs outside of the home. Mine was in a separate insulated building. When I called to inquire about both claims and I found both were denied I asked to cancellation of services. I was offered a check of $150 towards my AC and a $50 refund in charges for a service I could not use on the hot tub. I was issued the refund on April 12th. I waited for the 14 days I was told the checks would take and nothing. I called the company to be told they would be issued after 30 days. When no check showed up I was told after 30 business days. The 30 business days was up on May 24th 2019. I called on the 24th to be told the checks were delayed due to the holiday the following Monday and mine would be issued on the next batch. I called last week and I was told they would be issued on the next batch. I called today to be told they would be on the next batch but they do not know when that will be as their check system has been down for 3 weeks. The customer service has been horrible and $300 is a lot of money to me. Every claim I have ever submitted has cost me $45 to have it turned down.
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
6/11/2019COMPLAINT 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 Spa on 4/3/2019 stating there is no power going to the unit and there is a faulty drain valve. The vendor reported that pump 1 and 2 both failed, there were plumbing connections on the hot pump that were broken throughout and the heater relays are burned on the board. The vendor also reported that this unit is in an insulated building next to the home. Unfortunately this spa is not covered as portable or above ground spas are excluded from coverage
VI. OPTIONAL COVERAGE
A. Pool/Spa Equipment
Note: Shared equipment is covered. If equipment is not shared, then only one or the other is covered unless an additional fee is paid.
COVERED: Above ground components and parts of the pumping, and filtration system including pool sweep motor and pump; pump motor; blower motor and timer; filter; filter timer; gaskets; timer; valves, limited to back flush, actuator, check, and 2 and 3-way valves; relays and switches; above ground plumbing pipes and wiring, except:
NOT COVERED: Portable or above ground spas; access to pool and spa equipment; lights; liners and tile; jets; ornamental fountains, waterfalls and their pumping systems; auxiliary pumps; pool cover and related equipment; fill line and fill valves; built-in or detachable cleaning equipment including, without limitation, pool sweeps, pop-up heads, turbo valves, skimmers, chlorinators, and ionizers; fuel storage tanks; disposable filtration mediums; heat pump; heaters; control panels; control boards; multi-media centers; dehumidifiers; salt water generators and components; salt water systems; cracked or corroded filter casings; grids; cartridges; maintenance; structural defects; solar equipment and components. 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 we reimbursed the consumer for the balance of the service charge fee that was paid to the consumers own vendor. We also gave a free service charge fee to be used on the next claim.
The consumer placed a claim for the air conditioner on 4/3/2019 stating the motor was not working. The vendor reported the blower motor failed and submitted photos. It was determined the failure was due to lack of proper routine maintenance on the unit and was not covered as per 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.
In an effort to provide good customer service we offered the consumer $150.00 goodwill which was 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
Continuously call me from various numbers throughout the country and even from Restricted numbers. I block the numbers they call from and they just change locations.
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
6/7/2019
COMPLAINT ID: ***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.In an effort to provide good customer service, we have reached out to our Marketing & Research department with the customers name, address, email and phone number provided in the complaint to look for this information in our system and the make sure if it has been removed. We apologize for any inconvenience this may be causing.Sincerely,Laura DConsumer Advocate SpecialistTotal Home Protection
This company is a scam, don't waste your money.
Section VII General Limitation will cover anything that may possibly go wrong so they are not responsible for covering anything. That is if they even show up.
This is an addendum to my previous filing. on 05/31/2019 they denied my claim for "Dryer Repair" because the "Vent" needed to be cleaned. I only found this out because I was attempting to resolve my complaint for my dishwasher, that still is unresolved. I have called the "Customer Service representative at least 11 times and left messages with no response. I was also hung up on by "Marvin" a suposedly supervisor. They are a terrible company.
My water heater is not working, there is not hot water, and its warranty has expirated. I called to the total home warranty customer services to make a report and in order the warranty cover, this issue does not cover. I have been paying this policy for a whole year and the do not want to be responsable
Claim number # ***. My policy number # *** Thanks.
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
6/11/2019COMPLAINT 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 5/28/2019 stating there was no hot water. The vendor reported the unit was leaking internally from the tank. Per our policy this failure is clearly excluded from coverage. Please see the referenced section of the policy below;
V. COVERAGE
G. Water Heater
COVERED: All components and parts for gas and/or electric hot water heaters, including circulating pumps, except:
NOT COVERED: Auxiliary and secondary holding/storage tanks; main, holding or storage tanks; expansion tanks; base pans; drain pans and drain lines; line restrictions; pressure reducing valve; sediment build-up; mineral and/or calcium build-up; rust and corrosion; combustion shutdown; color or purity of water; flues; vent pipes/lines; insulation and insulation blankets; heat recovery units; tankless hot water heaters; low boy and/or squat water heaters; solar water heaters including all solar components and parts; any noise without a related mechanical failure; racks; straps; timers; energy management systems; commercial grade equipment and units exceeding 75 gallons. We will pay no more than $500 per contract term for access, diagnosis, repair and/or replacement. 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 the consumer $100.00 goodwill towards the 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
From: *** <***@***.com>Date: Fri, Jun 14, 2019 at 4:52 PMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #***.To: Revdex.comThanks for t hu is information, I am agree. I am gong to accept their oferta. Thanks Revdex.com.
In my opinion, this company is a scam. We have filed 2 claims for items that were listed as "covered" and they did not cover the first one because, to make a long story short, it was "most likely a pre-existing condition" when we bought the house. The person my wife talked to was incredibly rude. She kept interrupting my wife, making her very irate. When my wife asked her to not interrupt her again, the lady interrupted her by saying "I'm not interrupting you ma'am".
Recently our air conditioner went out (the fan stopped working). The only reason they are receiving 1 star from me is because, after our first claim, they waived the $45 service call fee so they sent a technician out for free. The technician came out and determined it was a bad capacitor and replaced it. As a routine check, he checked the Freon level and told the warranty manager, Kayron Tracey, that the level was low. Kayron called me and said they wouldn't cover it without a leak test. I got off the phone and went to talk to the technician. He told me THP told him they do not want to put any money into it until we did a leak test. He tried to let them know there is no sign of a leak (since the pressure in the lines was holding steady for at least 20 minutes of testing it) and that was not the cause of the problem. He said there is no reason for a leak test, especially since we were only missing 2 pounds of Freon. Since it wasn't covered, he had to take the new capacitor out and put the old one back in. The leak test was going to be $50.
I called Kayron back because I am confused why they were not going to cover it, since these were 2 separate issues. I'll admit, I don't know how other warranty companies do business, but I would assume that, considering these are 2 separate issues and the original one I called about should be covered, that the one that was on the claim ticket would be covered and the second item would need a new claim ticket, unless they were related. In this case, the two issues are NOT RELATED! Kayron said "I already explained what you need to do, sir" and could not answer my question. He just kept telling me we needed a leak test to close the ticket and eventually after trying to get a straight answer from him he said "I don't want to keep repeating myself sir". First of all, the people at this company need some customer service training. Second of all, there is no clause that I could see stating that, if another, separate, issue is found during the service call, both issues need to be resolved in order for them to cover the claim. I've read the service agreement 5 times now between our last failed claim and this one but I guess I am wrong. I asked Kayron that, if we get a leak test after sitting here without A/C for a week in 80 degree heat and it comes back that there is no leak, will the capacitor, which was the cause of the claim ticket complaint, be covered? He said he couldn't say either way. To me, that sounds like their out to paying for the covered repair. So I told him it was ***ing BS*** and I would call him back once I figured out what to do.
The leak test, which we don't even need, is $50 (which, by the way, Kayron said they would not cover). Congratulations THP. You once again get to keep our money. All $420 we paid for our "policy".
A couple of side notes, the service technician (and his partner, who were very nice) that came out said he had been working with THP for a couple years and it's almost impossible to get them to pay for anything. I asked why it would be 2 lbs short on Freon since it's a closed system and he said the most likely cause is because whenever a testing gauge is hooked up, some Freon is lost. If there is a leak, the pressure would decrease and it did not in our case. He also said that if he wouldn't have told them about the Freon, they probably would have covered the repair.
I am registered in the Do NOT CALL LIST as of November 2004. This company keeps calling my cell phone and leaving voicemails. I already told them to remove me from their phone calls, but they keep calling. They have called so many times that they filled up my mailbox full of their voicemails and I lost business calls as a result.
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
6/3/2019
COMPLAINT ID: ***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.Please be advised that we have no record in our system for this customer being a lead in our Sales System to be receiving calls. We have checked by name, address and phone number and nothing is coming up. This complaint may have been intended for Total Protect which we are not affiliated with, and not Total Home Protection.In an effort to provide good customer service, we have reached out to our Marketing & Research department with the customers name, address, email and phone number provided in the complaint to keep an eye out for this information in our system and the make sure if it becomes available to have it removed. We apologize for any inconvenience this may be causing.Sincerely,Laura DConsumer Advocate SpecialistTotal Home Protection
[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:
The phone calls have stopped since I filed the complaint. But yes, there was no confusion, it was Total Home Protection in the attached image showing all the blocked voicemails. I listened back to them. I am glad this was resolved and hopefully Total Home Protection will review their marketing practices.
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 PUT A SERVICE CALL IN ON MY HOT WATER HEATER AND A/C UNIT NOT WORKING AT A RENTAL PROPERTY THE TENANT IS PREGNANT AND CAN'T GO WITH OUT HOT WATER AND A/C.
THE HOT WATER TANK IS ABOUT 4 YEARS OLD AND IT DOSEN'T LEAKE, BUT TOTAL HOME PROTECTION WARRANTY COMPANY TELL ME THEY WILL NOT COVER THE REPAIRS BECAUCE THE UNIT IS LEAKING. AND WITH THE A/C UNIT TOTAL HOME PROTECTION WARRANTY COMPANY TELL ME THEY WILL NOT COVER THE REPAIRS BECAUCE THE UNIT HAS WEEDS IN IT CAUSING THE UNIT TO BURN UP AND VTHEY SAID THEY HAD PICTURES. I ASKED TO SEE THE PICTURES BUT THEY REFUSED TO SEND THEM TO ME, BECAUSE I KNOW THEY DON'T HAVE ANY. THE UNIT IS SURROUNDED WITH GRAVEL. THEY JUST KEEP LYING ABOUT CLAIMS SO THEY DON'T HAVE TO PAY FOR REPAIRS. I HAVE PAID $2,095.84 FOR 2 PROPERTIES COVERAGE FOR 3 YEARS EACH AND I WOULD LIKE TO GET ALL MY MONEY BACK.
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
6/3/2019COMPLAINT 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 5/5/2019. The vendor reported that the gas control valve did not work . We approved the repair. The consumer contacted us back on 5/22/2019 stating the unit would not come on, we opened a recall for the vendor to go back and look at the unit. We were advised at that time the tank was leaking which is not covered under the policy
G. Water Heater
COVERED: All components and parts for gas and/or electric hot water heaters, including circulating pumps, except:
NOT COVERED: Auxiliary and secondary holding/storage tanks; main, holding or storage tanks; expansion tanks; base pans; drain pans and drain lines; line restrictions; pressure reducing valve; sediment build-up; mineral and/or calcium build-up; rust and corrosion; combustion shutdown; color or purity of water; flues; vent pipes/lines; insulation and insulation blankets; heat recovery units; tankless hot water heaters; low boy and/or squat water heaters; solar water heaters including all solar components and parts; any noise without a related mechanical failure; racks; straps; timers; energy management systems; commercial grade equipment and units exceeding 75 gallons. We will pay no more than $500 per contract term for access, diagnosis, repair and/or replacement.
The consumer contacted us to advise that they had another vendor come out and fix the unit which we agreed to reimburse for the repair.
The consumer placed a claim for the air conditioner on 5/23/2019 stating the unit was not turning on. We assigned a vendor who reported the blower motor failed. He also sent pictures which was determined the failure was due to lack of proper routine maintenance. After review of all the information the claim was approved for repair.
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 HAVE THE AC AND THE FURNICE UNDER A CLEANING SERVICE ON A YEARLY DEAL. MY UNITS ARE PROPERLY MAINTAIN AND I HAVE THE ONLY PICTURE THE SERVICE TECH TOOK ON MY AC UNIT, AND IT DOES NOT SHOW WHAT TOTAL HOME IS SAYING. I ASKED TOTAL HOME IF THEY CAN SHOW ME THE PICTURES OF THE A/C AND THE WATER HEARER SHOWING WHY THEY WOULD NOT COVER THE REPAIR AND THEY SAID THEY WOULD NOT. TOP IT OFF THE HOT WATER HEATER IS ONLY ABOUT 3 OR 4 YEARS OLD AND HAS NOW RUST ON IT AND DOES NOT LEAK ANY WATER!! THE HOT WATER HEARTER IS STILL NOT FIXED. THE POLIT LIGHT INDICATOR IS NOT WORKING ON THE NEW PART THAT WAS PUT IN. ALSO I HAVE NOT RECEIVED ANY MONEY YET.
Regards
I signed up with Total Home Warranty when I purchased my home in April of 2019. The reason I did was because I was purchasing a home that wasn't brand new. I specifically asked would that matter. On May 22nd my A/C stopped working. I called to file a claim. After being sent two different technicians informatin (1 of which who didn't even service my area) that didn't work out I was sent a third. The technician came out and diagnosed the issue as mechanical. He stated that the compressor came on etc. The next day I get an e-mail to call Karon T who was my assigned claim manager. The claim must have been denied within 2 hours of them getting the information. The reason I was given was that there were leaves, spider webs, and rust on my OUTDOOR A/C unit. After that conversation with the condesending manger (Karon) I called the technician back who stated that he thought that the unit was actually maintained well. He said that they were asking him questions that had nothing to do with the claim. I called to speak to Karon's superior (I was told there was a director). He proceeded to tell me that he had no higher up. Stated that VP or CEO didn't speak to customers and refused to send me to his boss. The fact that there were leaves, spider webs, and rust on the unit is normal wear and tear. They have now stated that the compressor going bad is not due to normal wear and tear that it was a pre-existing condition. All this was based on some pictures, not what the technician had stated
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
6/11/2019COMPLAINT 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 5/19/2019. 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 5/1/2019. 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 5/9/2019 Being that the unit was not working properly on 5/1/2019, this is a “pre-existing condition” and the unit was NOT in proper working order on the effective coverage start date of 5/9/2019.
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.
In an effort to provide good customer service we dispatched a vendor who reported the compressor failed. In an effort to assist, we offered the consumer $250.00 goodwill for 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 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 claim was never entered over the phone. In fact I submitted the claim online. They assigned someone to me the first time in which the man did not respond to me. After I requested a new person a claim manager had called me asking me when the A/C stopped working. I told him I don't know I turned it on on Sunday and it was not working. He said then why did you put in 5/1 I said that the application made me enter a date and I had not known so he said ok I will fix that for you. On May 1st the temperature was actually 56 degrees at home so we had the heat on. This is again a way for them to get out of covering what they claim to cover. Why would the company have a claim manager call me find out what I meant and then tell me he will fix the mistake because I didn't know what to do with the online claim system?
Regards
The company sent us contact information for a repair technician that takes the warranty, only to find out they do not take the warranty and hasn't for years. When we called back the said we had to file a new claim and have to do the initial wait period again. The Customer Service person I talked with was no help and responded as if he was following a script...so no real knowledge or solutions. He stated that we have to go back in the que for a technician. I do not understand why if they provided inaccurate information, why we have to go through the same wait period as if it was a new claim.
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
6/3/2019COMPLAINT 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.
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 placed a claim for an air conditioner on 5/28/2019. On 5/30/2019 we assigned a vendor who has advised they are no longer working with warranty companies. The claim goes back into the que as a reassign and is worked on by a team who dilengently assigns a new vendor to the claim. This does not put the consumer back into the initial que to be assigned but into a reassign que where the consumer will be assigned a vendor.
III. REQUESTING SERVICE – CALL
B. Upon request for service under normal circumstances, we will contact an authorized Service Contractor within two (2) days during normal business hours and four (4) days on weekends and holidays after you request service. The authorized Service Contractor will contact you to schedule a mutually convenient appointment during normal business hours. We will determine what repairs constitute an emergency and will make reasonable efforts to expedite emergency service. We will accept your request to expedite scheduling of non-emergency service only when a Service Contractor is available. If the Service Contractor agrees to expedite scheduling of a non-emergency service request, you may be required to pay an additional fee.In an effort to provide good customer service so the consumer did not have to wait to be reassigned, we offered for them to go through reimbursement. Reimbursement is where the consumer can immediately get a vendor out to diagnose the failure. The vendor would need to contact us prior to any repair to submit a diagnosis and pricing. Once approved the consumer would pay the vendor and submit the receipt for reimbursement. The consumer rejected this offer. We are in the process of securing a vendor to assign.
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
I purchase this plan March to 22,2019 and filed for service May 12 ,20 19 for to item a dryer and a dishwasher. A took 7 days for repair man to come and then he could not Fix the items. The dryer needed to have permission for them to clean out the exhaust system which has a built up of lent and the warranty company said that they were put it under review. The dishwasher, the customer service representative offered me $70.00 to have the parts repaired and for me to make up the difference which would be a total of about a $120. I told them that this was on unacceptable. There customer service representatives hung up on me after I expressed my displeasure with the service. I have documented 7 telephone calls on my behalf to rectify these issues.
I purchased a warranty policy March 11, 2019 By May 1, 2019 I still had not received a copy of the policy and called to have one emailed. On May 2, 2019 I filed a claim for my water heater not getting hot Claim # ***. A week later I had not heard from the claims dept & called as a result, I sat on hold for 2 hours to reach a representative. I was told that the company does not have a vendor available in my area so they could not assign a contractor to my claim. On May 7, they assigned ***. I called the contractor and he was unavailable until May 21. He came to my home with no tools and stated he was unfamiliar with my model of water heater and would have to call me back. I called Total Home Protect and expressed my concern and was told my claim would be reassigned to a new contractor by May 24 with no service charge. The new contractor *** stated that they advised the company that they would be unavailable to service my water heater so my claim should not have been assigned to them. As a result I called the warranty company on May 28'19 and requested for my policy to be canceled & I was told that if I canceled the policy it would automatically close out the claim even though the policy was active at the time the claim was filed. They offered to send me a reimbursement form which I declined because of service issues and stated they would send me $100 in good faith to show that the claim would be handled. However, my online account shows the claim was already closed on May 24 prior to my conversation on May 28 due to no vendor so no payment is being processed. All emails to the company are returned undeliverable and I can not get through via telephone. I believe the company sold me a policy knowing they did not have vendors in my area.
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103 6/21/2019
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 water heater on 5/2/2019 stating the pilot light will not stay lit. 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. Once approve we would send a reimbursement check upon receipt of the invoice.
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 ProtectionToll Free: www.totalhomeprotection.com
I am rejecting this response. Reimbursement was offered twice however no reimbursement form was ever sent to me to start the process. In my last call to the company on May 28th it was offered again & I declined the offer because the form was never sent & the company still has to approve the service prior to reimbursement considering they had no even properly sent a form & rarely answer the phone without hour long wait times I was not confident that I would be reimbursed. During the same call on May 28th I was offered $100 in which I was told the only way to receive it is to keep the policy active which I refused to do & advised to cancel my policy instead. To date June 21th 2019 no $100 compensation has been received from the the company & my claim was closed prior to my call on May 28th without my knowledge. Lastly although my policy was canceled they still withdraw a $39 premium for June then refunded it after I reported the payment to my bank. To date no compensation for my claim nor reimbursement materials have been received from the company.
I was under the impression that if any issue occurs with appliances in my home that they would repair or replace if it could not be fixed. Well I had a dishwasher that stopped working and when I contacted them they said that I would here from them within 24 hours for a service person to come out and check whats going on, when they sent the repair guy out he took apart the dishwasher and discovered that the motor went out and needs to be replaced, the company called and told me that they would offer me $100 towards another dishwasher since they do not replace or match items, a few days after the service guy left they water from my sink started to drain back into the dishwasher and started running over onto my floor, I had no issue with this until they sent a repair guy out, I called the company and asked if they would fix this issue without charge since this is something that happened due to the repair guy they sent out, they said that is not their issue and I need to find someone to fix it because they are not responsible for what happened, I told them that this is their issue because this would have never happened if they did not send their repair guy out, once again they said it is not their fault and they can not help me. this is a company that they contract out and this is an issue that they need to resolve because it is their company and contractor that set up for the repair guy to come out
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
6/10/2019
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 dishwasher on 2/28/2019 stating the unit was not draining. The vendor reported the wash motor doesn't pump well enough to drive the wash arms. Drain pump doesn't pump well enough to drain. The spray arms supports tabs are chewed preventing lower spray arm from securing properly. Due to the age of the unit and any potential additional failures, it was determined to provide funds towards the purchase of a new unit as per the policy which the consumer 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.
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
At the recommendation of Shawn, a supervisor I sent an email to CLAIMS MEDIATION (Cherish P) because of a denied claim due to “lack of maintenance.” The pictures I sent were attached and clearly showed a clean unit (no dirt or debris), so why the claim was denied due to “dirt on the photos” as I was told the reason for denial was concerning. Of note, I have had the property for nearly 3 years and my attached maintenance checks/invoices were also attached to the email. This email was sent in early April and I was responded to by an adjustor who said a check for $200 would be mailed out that week – this was over 3 weeks ago and I have been emailing a few times a week since with NO response; the check has still not arrived. I followed up again with a call (taken by Kevin) on 05/24/2019 who informed me that the check may take up to 30 days to be processed but it was approved on 05/07/2019 and should be mailed next week. I was not informed this by Cherish P, only that the check was being mailed 2 weeks ago.
My experience with TOTAL Home Protection has been less than satisfying. On the initial claim day of 04/01/2019 I spent over 2 hours on the phone with 8 different people (Kevin (claims) , Chris (main number), Billy (main number), Joelle (authorization department), Shawn (Supervisor), Kevin (Claims), Ron (Claims), Marvin (Resolutions department) and had to *** a phone number to call in each time because the main phone number was disconnected (). I also tried calling the claims number directly at: which only re-directed me to the 800 number previously mentioned. I utilized the chat feature but only got told by an automated response to call both of those numbers. Eventually to get someone to call me back I had to submit an email request for a call-back. At least twice I was hung-up on by either the automated phone system or an agent. As a result of all this time on the phone, I was NEVER PROVIDED WITH AN AUTHORIZATION NUMBER so that I could complete the claim.
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 191036/10/2019COMPLAINT 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 4/1/2018. The vendor reported the compressor is failing due to the unloader which is allowing freon to pass. The capacitor and the contactor also failed. Photos were sent which show the condenser coil is dirty and there was physical damage. As per the policy this is a non covered failure.
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 provide good customer service we offered the consumer $200.00 goodwill which was accepted on 5/7/2019. A check is usually mailed within 30 days, in this case the check was mailed 6/3/2019.
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 purchased a home warranty from this company two years ago and have to fight them about everything that they refuse to honor in my contract. I just filed a claim with them and they will not replace the item. My contract says will repair or replace. The service contractor was here yesterday and it cannot be repaired. They are now saying they will give me$100.00 for it. That will not replace my microwave. I am disabled and on a limited income and cannot install it. They don't want to honor anything. I will never recommend this company to anyone. Thanks for your help.
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
6/10/2019COMPLAINT 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 microwave on 5/16/2019 stating it looked like a flash of fire was coming out of the microwave. The vendor reported that the main control board failed. He also advise the part was no longer available. As per the policy we offered the consumer funds in the amount of the cost between parts and labor
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 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
My A/C stopped working. This A/C is under warranty with Total Home Protection company. But they refuse to fix it.
They made me pay upfront for 1 year of warranty. But now they would not spend one dime to fix anything. A total rip off.
Avoid them.
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
5/30/2019COMPLAINT 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 5/20/2019. The vendor reported the unit had a clogged drain, the evaporator coil rusted/corroded and leaking. 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 a free service charge fee 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