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Address: 300 McGaw Drive, Ste 2, Edison, New Jersey, United States, 08837
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I have made two claims on things that were supposedly covered under my home warranty, so both claims were denied, the first claim and them specifying that they did not cover shingles on a roof, I was ok with.. Well I filed a claim on my pool pump/ motor that is covered under my home warranty and it was denied today because they said they are deeming it pre-existing, They can not deem it pre-existing as they don't know that and neither do I, We just bought the house in December and when the inspector inspected everything it was up and running correctly. I am cancelling my home warranty with them because they are a total fraud and scam people out of their money and then they make up crap to get out of paying claims.
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 roof claim stating the roof has been damaged and some shingles are off. The consumer was advised that missing shingles are not covered as per the policy.
B. Limited Roof Leak
Note: Coverage applies to single family homes only.
COVERED: Repair of shake and composition roof leaks over the occupied living area.
NOT COVERED: Leaks related to patios; porches; decks; metal roofs; foam roofs; shingles; cemwood shakes; cracked and/or missing material; tiles; tar and gravel; flat or built-up roofs; structural leaks; asphalt; gutters; downspouts; skylights; flashing; patio covers; solar components; attic vents; roof jacks; satellite components; antennae; chimney components; partial roof replacement; preventative maintenance. We will pay no more than $500 per contract term for access, diagnosis, repair and/or replacement.
The consumer placed a claim for the pool system stating the pump is on but not working on 5/12/2019. During the initial call when asked when the last time the unit was working the consumer advised 12/1/2018. The vendor reported the pool pump failed, the impeller is broken.
This was determined to be a pre existing failure to the policy. Coverage went into effect on 3/30/2019. Being the last time that the unit was working properly on 12/1/2018, this is absolute definition of a “pre-existing condition” and NOT in proper working order on the effective coverage start date of 3/30/2019.
All claims have been properly serviced in accordance with the Service Agreement - all contracts have inclusions as well as exclusions. We are committed to providing a positive customer experience and doing the right thing for all our customers, contractors, employees, and our company.
We at Total Home Protection have an unwavering commitment to uphold our founding ideals to provide industry-leading home warranty products and exceptional services to the customers we're privileged to serve. If you have any further questions, please contact us at ***.
Sincerely,Laura DTotal Home ProtectionToll Free: www.totalhomeprotection.com
I am very disappointed and dissatisfied with the service I have received from Total Home Protection on multiple occasions. In additional to multiple claim denials, I have received poor customer service and harassment from assigned contractors on multiple occasions. I feel like they hire the lowest quality service contractors in order to deny claims while they continue to draft monthly payments. I have had several poor experiences with them, however the most recent denial of my AC claim has pushed me over the edge. I will start from the beginning. I have been with Total Home Protection for quite some time now. The customer service received when you call is horrible. In August 2018, I filed a claim for my garage door opener and was assigned a company by the name of *** - ph# . To begin with they call and immediately their concern is the 60.00 service charge. Not the issue I contacted them for. *** sent a technician out who came to my house and looked at my garage door opener and asked me for the deductible. He then asked me for a trampoline that was in my garage for my son, which I thought was unprofessional. The companies that are assigned can never repair anything immediately they always have to look and then call to see if they will cover. That is very inconvenient. *** made me feel uncomfortable. I contacted Total Home and after being escalated to management, another service provider was sent out. He repaired my garage but had to make several trips to my house to align the garage opener but overall he was good. Much better than the *** service. March 2018 - I then contacted them because my dryer would not heat. They sent a technician out by the name who told me he could see the problem immediately but again wanted the deductible and had to call the Total Home for approval. Two days later I called him back and was told my claim was denied. I then contacted Total Home and spoke with Marvin G who sent me 100. Next problem is with AC repair - denied.
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 the garage door opener on 8/24/2018 stating the unit was not responding to the wall switch. The vendor reported the motor failed. The vendor was authorized to do the repair but was unresponsive and the consumer did advise they did not want the vendor back out to the home. We immediately assigned a new vendor who reported the same as the first and the claim was authorized for repair.
The consumer placed a claim for a dryer door not closing on 3/14/2019. The vendor reported the vent was kinked and causing a blockage which caused the heating element to fail. This was determined the initial failure of the vent being kinked caused secondary failure, as per the policy dryer vents are not covered.
E. Clothes Dryer
COVERED: All components and parts, except:
NOT COVERED: Venting; lint screens; knobs and dials; doors, door seals, and hinges; glass; leveling and balancing; noise without a related mechanical failure; damage to clothing; conditions of air flow restriction due to a lack of maintenance and/or clogged lint screens. 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 good customer service we offered the consumer $100.00 goodwill which was accepted.
The consumer placed a claim for the air conditioner stating the unit was not cooling. The vendor reported the unit was missing four pounds of freon and the condenser coil was dirty. The consumer was advised that failures from lack of proper routine maintenance are 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.
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 don't know how they got on the top 10. This company hires people that work out of homes, apts and buildings. No store fronts. Plus you have to wait days to get answers or results. Plugged drain on a Friday, called, person arrived on Tuesday, had to get approval back on Monday to work on the problem. Looked like he had no idea what he was doing. I asked if it plugs again do I call you? Repeated over and over not going to happen. Wednesday sink plugged. Called he said be there Friday. I said that is not acceptable be here tomorrow the said okay Never showed up and no calls. Had no more contact. I kept work on the plug myself and it cleared.
I HATE this company. I am cancelling my policy. They'll probably cheat me out of my refund. I paid for a year. I understand about the A/C not being covered, it was wires not mechanical. Hopefully the refund will help a bit on repair. But that was the last straw!
They try to get you at every nook and cranny to not cover the repair. I am sure if it were mechanical they would cover but probably 1/3 of the cost.
This company was a nightmare to work with and will cheat you blind. We had a 2 year Platinum Home Warranty. A year into it, our microwave died. Contacted them and they said they would find a tech to come out. 3 weeks later, after repeated calls and my own attempts to find someone, no one would come out because they refused to work with this company. I called again to tell them that we STILL had noone to repair our microwave. They said they couldn't find anyone. I could buy a new, comparable microwave and send a claim for reimbursement. We ended up buying a new microwave out of our own pocket. No reimbursement.
1 month later, our AC stopped working in 95-degree heat in Florida.
I called and was told it would take 24-48 hrs to assign a company and then that company would contact me to set an appointment. They said I could call someone myself and have the HVAC tech call for authorization to complete repair. If authorized, I would pay the bill directly and be reimbursed by Total Home Protection. Not wanting to wait days in the heat, we chose to do that. Tech arrived, diagnosed issue and called them for approval with the price of repair ($227.25). They authorized him to do the repair. He did it. I paid him. Total Home Protection called me later and told me that they will only reimburse me $90 of the $227.25. The reason? They claimed that, that's what one of the techs THEY choose would have charged. I happen to know that the ABSOLUTE MINIMUM charge for a service call- just to come out- is $75. Then there is labor and the replacement part cost. I told them that. They refused to cover the cost stating that I should have waited for someone they chose to send out. I should have waited 2-3 days in 95 degree heat!?
When I asked to speak to a manager, my case manager refused, claiming that there was no one for me to talk to. I asked how I could file a complaint. She said there was no reason to file one and couldn't help me.
Tell us why here...Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
6/7/2019COMPLAINT 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 4/28/2019 stating the unit was not turning on. The consumer was advised on 4/30/2019 that we did not have a local vendor with availability and were advised they could go through reimbursement. Reimbursement is when a consumer gets a local vendor to come out and diagnose the unit. They must contact us prior to any repairs to submit the failure and pricing. Once approved a reimbursement check is sent once a paid receipt is received. The consumer never submitted any documents for us to review for reimbursement.
A claim was placed on 5/20/2019 for an air conditioner stating the unit was not cooling. The consumer was advised a vendor would be dispatched within 24-48 as per the policy as we are not an emergency service. The consumer elected to go through reimbursement which we are refunding at our rates.
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.
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 purchased a Home warranty plan and my only claim was not covered, when it expired I did not renew but they call me almost every day, I have told them by Mail, E Mail and over the phone that I am not interested and will never renew that their service is useless but they refuse to leave me alone.
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
5/22/2019
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 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:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Regards
May 19, 2019
To: Total Home Protection
I mistakenly thought that the whole point of having a total home protection warranty in place was so we could feel some sense of security. Absolutely not true with Total Home Protection (THP)!!
We had an air conditioning contractor come to our home (at our expense) to inspect and evaluate our units to see why they were not operating properly (circuit board, fan relay). The authorizations department at Total Home Protection was dissatisfied with the information our contractor provided, so they requested we send them photos. We sent the photos, and then they said that the units were not clean! After denying our claim, we were also told if we wanted to provide all of our invoices to show the past history of cleaning, we could do so, but that would not necessarily mean they would approve it. At that point, we could see the writing on the wall. It was a total waste of time.
Go with a reputable company, like ***. It may be more money, but they are not going to try to find loopholes to get out of taking care of you. Stay away from Total Home Protection unless you just enjoy dishing out money with no return!
Sincerely,
*** & ***
CC: Revdex.com, *** PS: We have included photos
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
5/30/2019
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 on 5/3/2019 for a Air Conditioner not cooling properly and turning off and on. The vendor reported therer were two units in the home and both are faulty. The first unit has a failed control board and failed capacitor. The second unit had a leak at the high side schrader valve, the unit was 2 lbs low on freon and the indoor blower motor and capacitor failed. Pictures were submitted and our authorizations team determined the failures are from lack of proper routine maintenance and are not covered.
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 was advised to send in maintenance records for review to dispute the determination. We have not received any maintenance records as of yet.
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:the total home protection is aruse, look at all of the complaints, all saying the same thing. On your site or ***, ..At this point I would application a refund, but I won't hold my breath. I hope this helps someone from being taken, thinking they are protected, your not.
Regards
This company has been nothing but trouble, they sold me up front with very reasonable sounding exclusions, price, time to get out there when called, but have been nothing but trouble since. I called because I had a water heater that went out shortly after moving in. They initially said, "oh yeah btw we have a 30 day waiting period before your policy starts." Which they never told me at any point about during my purchase. Then after several calls I managed to get them fix that issue and let me start the claim. Then after they get out there and the plumber examines the water heater, they won't fix it because its a main water tank failure and they don't cover that supposedly, which they also never told me about either. As far as I'm concerned this company has lied to me and not been truthful at any point during the purchase. They did not provide me with any policy documents before purchase that would have contained exclusions or anything of the nature. They refuse to cover the water heater.
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
5/23/2019COMPLAINT 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 water heater having inadequate hot water on 4/2/2019. The vendor reported the unit was full of sediment causing the lower element to fail. Per our policy this failure is excluded from coverage. Please see the referenced section of the policy below;
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 provide good customer service we offered a free service charge fee which the consumer rejected. The policy located on our site at https://www.totalhomeprotection.com/terms
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 have been a paying customer for 5 months with this company and now have a claim for my air conditioning not working and they are not sending me anyone out to fix or even look at my system
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
5/22/2019COMPLAINT 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 on 5/16/2019 for an air conditioner stating the unit not cooling. Unable to get a vendor with availablility we offered the consumer to go through reimbursement. Reimbursement is where the consumer contacts a local vendor to come out to diagnose the failure. They would need to contact our Authorizations team to submit the diagnosis and pricing and once approved we would send a reimbursement check to the consumer upon receiving the paid receipt. We were able to assign a vendor on 5/21/2019.
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.
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.
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.
Being we were able to assign a vendor on 5/21/2019, we are currently waiting for the vendor to submit the diagnosis.
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
My dishwasher has been inoperative nearly 3 months; Company decided to replace rather than repair.
Each time I Phone Company asking status of check they said would be mailed to me in about 30 days
They give the excuse that for some reason the check missed the pass Friday’s mailing. I have called Total Home Protection roughly 8 times now concerning this issue and to date I still have not received a
Check that they says I should have received.
Please Help!
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
5/23/2019
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 not draining on 3/1/2019. The vendor reported the bearings in the pump motor failed, drain hose was cracked and leaking and the drain impeller seized. Due to the age of the unit and potential other failures we offered a buyout to the consumer.
Due to an internal issue there was a delay in sending the check. The check was mailed on 5/17/2019 to the mailing address on file.
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 the consumer would like to cancel the policy as per the terms & conditions of the policy they may contact us at .
Sincerely,Laura DTotal Home ProtectionToll Free: www.totalhomeprotection.com
Please assist as indicated in my below email request for assistance in the matter your organization assisted with recently.Thanking you in advance,***
***
***
***
*** Good Evening,A short period ago I sent your organization a request for assistance in getting Total Home Protection to send to me the check that was promised by them in the amount of $130 (in my earlier email to you I said $138).I also sent to you a follow-up email shortly afterward, stating that the check finally arrived; which was correct, however upon depositing the check in my bank account, and a couple days later the bank explained to me that the Total Home Protection had closed the account that the check was written from. I immediately called Total Home Protection (THP) and explained this situation to a supervisor from this department of THP. This particular Supervisor explained that other clients had had the same problem with their bank upon depositing the check. In addition the Supervisor stated that THP recognized the situation and was sending out new replacement checks, my replacement check will be in the mail that particular Friday.The problem now is that it has been four/now five Fridays past and still no check. Each time I follow up with THP (three times) I get the same answer. Now when I call, and when they do answer after at least five minutes past, and speaking with a Customer Service Person explaining the situation over and over again, I ask to speak to a Supervisor; when the Customer Service Person transfers me through, I get a recording saying that She, the Supervisor/Manager for this account is on another call and would be calling me back as soon as She is off the line from that call. Again, the call never comes. This is the same response I receive each time I have called after each repeated inquiry.Again, as previously mentioned, I am requesting assistance from your organization.
Complaint ID
7/29/2019
Total Home Protection properly addressed this review and cited applicable sections of the policy. All home service contracts have inclusions as well as exclusions. In this case the Electric failure was as a result of a non-covered condition.
We sincerely apologize for your negative experience, the check was sent on 6/28/2019 to the mailing address on the account. For additional assistance, please reach out to us ***Sincerely,Laura DTotal Home Protection
I went to this website in August 2018 for a home warranty. I purchased a month to month warranty. Twenty minutes later customer service called to offer me a senior friendly plan that cost 750.00 and lowered the cost of a in home repair. I was never informed that this plan had a large cancellation fee.
I asked for service in May 2019 and it was uncovered, I cancelled the plan and was informed I would only be refunded 286.00.
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
5/23/2019COMPLAINT 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 leaking gas 5/10/2019. The vendor reported that the heat exchaner was cracked due to rust/corrosion. Per our policy this failure is excluded from coverage. Please see the referenced section of the policy below;
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.
In an effort to provide good customer service we offered the consumer $100.00 good will which was rejected.
The consumer requested to cancel and as per the terms & conditions of the policy the account was cancelled on 5/14/2019 and the refund of $232.00 will be given within 15-30 days.
The policy was opened on 8/28/2018 at the promotional rate of $750.00 for a 2 year policy with 6 months free. The consumer requested to cancel on 5/14/2019 including 30 day waiting period. With 9 months of service at standard monthly rate of $52.00 totaling $468.00 and the $50.00 adminstrative fee. We will waive the $50.00 administrative fee and for a refund of $282.00.
XII. CANCELLATION
C. Mutual agreement of us and you. If this Agreement is canceled after thirty (30) days, you shall be entitled to a pro rata refund at the standard contract fee rate for the unexpired term, less a $50 administrative fee and any service costs incurred by us. If we have provided services and the amount of the service costs incurred by us is greater than the contract fees paid, then no refund will be due to you.
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 properly addressed this complaint. We sincerely apologize for your negative experience and would like to assist with a resolution. The policy was opened on 8/28/2018 at the promotional rate of $750.00 for a 2 year policy with 6 months free. The consumer requested to cancel on 5/14/2019 including 30 day waiting period. With 9 months of service at standard monthly rate of $52.00 totaling $468.00 and the $50.00 administrative fee. We will waive the $50.00 administrative fee and for a refund of $282.00.
XII. CANCELLATION
C. Mutual agreement of us and you. If this Agreement is canceled after thirty (30) days, you shall be entitled to a pro rata refund at the standard contract fee rate for the unexpired term, less a $50 administrative fee and any service costs incurred by us. If we have provided services and the amount of the service costs incurred by us is greater than the contract fees paid, then no refund will be due to you. For further assistance, please reach out to us .
The refund went on the card ending in 8221 on 5/28/2019.
Sincerely,
Laura D
Total Home Protection
Toll Free:
Hours: Monday - Friday, 9:00am - 6:00pm EST
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because: I was called after I purchased the monthly payment plan and asked to buy the plan the cost $750.00. I was told it was senior friendly. I want a full refund for their bad business practice. Furthermore, there is a second complaint in because I purchased another 750.00 plan as a gift for a family member. It was cancelled via a letter from the home owner, ***. Total Home Warranty did even bother to attempt to reimburse the buyer for that warranty. This company is a fraud!!!!!Family member warranty complaint ID.
Regards
The issues involve poor customer service, lack of application of the coverage and failure to refund monies paid for coverage.
I contacted Total Home Protection on 05-06-19 and spoke with 3 different individuals about the ac system, of which one who provided the name of Willie J, said he was a manager I spoke with Mr J, and requested the policy cancelled because of the lack of customer service and the failure to apply the coverage. He said it was denied based on what I said about leaking. I reiterated to him and the other persons that I spoke with that a technician should be sent out to address the problem. I was denied. Mr J said he could send someone out, but it would not be covered. I have not rec'd a refund and I was told by Mr J that the refund would be credited back to the card that I utilized to purchase the warranty.
What is problematic is that Mr J seemed to be unable to tell me the exact amount of the refund, and the coverage was denied without a definite diagnosis of the problem, which ultimately turned out to be the compressor.
Absolute rip off. This company should be held accountable for failure to honor their product and lack of service.
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
5/28/2019COMPLAINT ID: ***To Whom It May Concern:
Thank you contacting us with the above referenced complaint. We at Total Home Protection treat each complaint with the utmost respect and use this feedback to better serve our valued customers. Understandably there are two sides to every story and always look for a fair resolution between all parties.
The consumer contacted Total Home Protection on 5/6/2019 to submit a claim for the air conditioner stating the unit was leaking water. Per our policy this failure is clearly excluded from coverage. As per the policy water leaks are not covered
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 which on 5/6/2019 . The policy was cancelled on 5/7/2019 and an applicable refund is issued within 15-30 days. The consumer was refunded on 5/20/2019.
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 have a monthly contract with Total Home Protection to cover household appliances, etc.. My dishwasher was not drying to dishes at the end of the cycle. They sent a repairman who thought it was the thermostat and heating element. He replaced those items and when I ran the dishwasher that night, the dishes still were not dried when done. I reported it the next day and another repairman came out. He said it needs a new control board. Total Home is saying the secondary call is not covered under the plan. My argument is the dishwasher was never fixed the first time that it possibly needed the new control board from the beginning and not the heating element and thermostat. I am paying for a service to fix my items, and my item was not fixed. Prior to this call, I had a clogged sink. The plumber was only allowed to be reimbursed for one hour of time. It took him 11 hours and due to the positioning of the pipe and how corroded pipe. I had to pay the rest of the time because they said 'its not covered'. They seem to say that about every call.
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
5/30/2019
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 not heating properly on 4/22/2019. The vendor reported the heating element and thermostat failed. We authorized the repair on 5/3/2019.
The consumer contacted us on 5/8/2019 to advise the unit was not working and we sent the vendor back out on a recall. The vendor reported the control board failed. Our authorizations team determined the initial failures caused the board to fail. This is a secondary failure and 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.
All claims have been properly serviced in accordance with the Service Agreement - all contracts have inclusions as well as exclusions. We are committed to providing a positive customer experience and doing the right thing for all our customers, contractors, employees, and our company.
We at Total Home Protection have an unwavering commitment to uphold our founding ideals to provide industry-leading home warranty products and exceptional services to the customers we're privileged to serve. If you have any further questions, please contact us at ***.
Sincerely,Laura DTotal Home ProtectionToll Free: (***www.totalhomeprotection.com
I purchased a home warranty from Total Home Protection in 2017. I selected the platinum coverage which is around $17,650 to cover my home and appliances. In March 2019, my electrical outlets outside stop working so I filed the Total Home Protection customer service the operator assured me that the claim had been filed and somebody will be contacting me with 24-48 hours. 72 hours later I received a message from the Total Home Protection to call them back to find out about the service provider, after I talked to customer service representative she told me that this wasn’t cover because the outside the house and only inside the house is covered by the warranty. I was shocked to find this this out because it is part of the structure of the house. So I let it go because I didn’t read the fine print.
On 13 May 2019, my air conditioner unit upstairs stop working. So I called Total Home Protection once again to file a claim. This time they actually replied back with a repair shop to check out the unit. The repairman found that the wheels on the air conditioning unit in the attic was bad. He said this is normal issues with the air conditioning unit due to wear and tear over time. He submitted a repair request to Total Home Protection to fix the unit. This morning, 16 May 2019, Total Home Protection Customer Service representative called me denying the claim. He said that the wheels was not covered by warranty because it look like a debris hit it. This is ridiculous and absurd reason to deny this claim.Total Home Protection business practices are fraudulent and they should be expose and held responsible to honor their service contract.
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
5/16/2019COMPLAINT 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 purchased a promotional policy for 5 years plus 1 year free for $1,746.52 on 5/17/2017 through 6/17/2023.
The consumer placed a claim for an electrical system stating the outside outlets were not working on 4/19/2019. The consumer was advised that the policy does not cover outside the main confines of the home 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.
The consumer placed a claim for the upstair air conditioner unit was not cooling properly on 5/13/2019. We assigned a vendor who reported the blower motor and the blower wheel failed. He also provided a picture which shows the metal fins on the blower wheel are physically damaged and bent. This type of physical damage did not occur from normal wear and tear and therefore not covered under the warranty. The damaged blower wheel caused the motor to run off balance resulting in a secondary failure which is not covered under the warranty.
I. BASIS FOR COVERAGE
A. Become inoperable due to normal wear and tear; and
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.
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
This company does not fix anything they have reasons why and they send people out to look at items that they know are not covered so they can get there $60 fees and then say they don't cover that.
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
5/20/2019COMPLAINT 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 the air conditioner on 4/30/2019. 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 yesterday. This would make that date 4/29/2019. We assigned a vendor who reported the compressor was shorted to ground and blew out the terminals
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 4/13/2019. This failure was determined pre existing as it could not happen within the time frame of the active policy. The policy also does not cover shorted to ground compressors as per the policy
V. COVERAGE
A. Air Conditioning System
Note: Coverage available on Air Conditioning units up to a 5-ton capacity, and for residential use only.
COVERED: Mechanical parts and components of two (2) ducted electric central air conditioning systems. All components and parts for units below 13 SEER and/or R-22 equipment, and when we are unable to facilitate repair and/or replacement of failed covered equipment at the current SEER rating or with R-22 equipment, repair and/or replacement will be performed with 13 SEER/R410A equipment and/or 7.7 HSPF or higher compliant, except:
NOT COVERED: Filters; filter driers; condenser casings; registers and grills; water towers; humidifiers; chillers; electronic air cleaners; window units; non-ducted wall units; mini-split wall units; gas air conditioning systems; water evaporative coolers; swamp coolers; condensate pumps; thermal expansion valves; all exterior condensing, cooling and pump pads; disconnect boxes; roof mounts, jacks, stands or supports; cost for crane rentals; electronic, computerized, and manual systems management and zone controllers; commercial grade equipment; refrigerant conversion; leak detections; water leaks; drain line stoppages or drain pans; failures due to open windings, line restrictions, filter driers; maintenance; rusted and/or corroded coils; component short to ground; noise without a related mechanical failure; improperly sized units; air conditioning with mismatched condensing unit and evaporative coil per manufacturer specifications; improper use of metering devices (i.e. thermal expansion valves). We are not responsible for the costs associated with matching dimensions, brand or color made. We will not pay for any modifications or upgrades necessitated by the repair of existing equipment or the installation of new equipment. We will pay up to $10 per pound per occurrence for refrigerant. You are responsible for payment of any costs in excess of $10 per pound.
The consumer another placed a claim on 4/30/2019 stating there was a leak. The vendor reported the shower and faucet knob was leaking. As per the policy faucets and fixtures are excluded from coverage.
V. COVERAGE
F. Plumbing System and Stoppage
Note: Mainline stoppages are only covered if there is an accessible ground level clean out.
COVERED: Leaks and breaks of water, drain, gas, waste or vent lines, except if caused by freezing or roots; toilet tanks, bowls and mechanisms within the toilet tank (replaced with builder’s grade as necessary); toilet wax ring seals; built-in bathtub whirlpool motor and pump assemblies; stoppages and/or clogs in drain and sewer lines up to 100 feet from access point. Repair and finish of any walls or ceilings where it is necessary to break through to effect repair is only covered to the following extent: repair of walls or ceilings to rough finish up to $500 per claim. Rough finish is defined to include hanging of drywall, patching of drywall, stucco, and lath. Repair to rough finish does not include supplies or labor for paint, sanding, wall texture, wallpaper and/or tile work.
NOT COVERED: All plumbing in or under the ground, foundation or slab; all piping and plumbing outside of the perimeter of the foundation; any piping or plumbing in a detached structure; stoppage of concrete encased lines; any fees for locating, accessing or installing cleanouts; removal of water closets/toilets in order to clear stoppages, any fees for photo/video equipment, hydro-jetting equipment; jet or steam clearing; chemicals; stoppages caused by root invasion; stoppages caused by foreign objects, such as but not limited to, sanitary wipes, toys, bottle caps, etc.; bath tubs; toilet lids and seats; sinks; cracked porcelain; basket and strainers; pop-up assemblies; tub waste overflow; glass; bidets; electronic toilets/bidets; caulking or grout; color or purity of the water in the system; concrete encased plumbing; conditions of insufficient or excessive water pressure; conditions of water flow restriction due to scale, rust, sediment, and other deposits; failures due to calcium build-up; hose bibs; faucets and fixtures; faucet and fixtures cartridges; valves for shower, tub, and diverter angle stops, rinses and gate valves; water softeners; freeze damage; holding and pressure tanks; jet pumps; laundry tubs; lawn sprinkler systems; saunas and/or steam systems; polybutylene or quest piping; galvanized drain lines; drum traps; flange; repair and finish of any floors where it is necessary to break through to effect repairs; septic tanks and systems in or outside of the home; sewage ejector pumps; sewer and water laterals; shower enclosures and base pans. We will pay no more than $500 per contract term for access, diagnosis, repair and/or replacement.
In an effort to provide good customer service we offered a free service charge fee which the consumer rejected.
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 us at .
Sincerely,Laura DTotal Home ProtectionToll Free: ***www.totalhomeprotection.com
My complaint is with Total Home Protection Warranty Co.They sold me a policy the best policy they have to warranty the appliances and HVAC and some electrical and plumbing. I had a problem with my built in microwave. I called Total Home Protection Warranty and they sent out a tech. The Tech said it will cost to much to fix they will have to replace it. After I paid the Tech $45.00 for service call.I call the warranty co. After they sent me an email stating they had news on my claim. The person I talked to said that it cannot be fixed so we will give you $70.00 for you to get a new microwave. What a joke. I said you get me a microwave for $70. and installed it. He said not his problem.Then about 3 min into our conversation he offered me $100.00 I said what is this a game to you. Awful funny before only could give me 70 now 100. I asked to speak to a supervisor he said he was that person. I then asked to speak to his boss he sais he doesn't talk to customers I ask to speak to the person or dept. That made the decision to only give me 70 and not to replace my microwave. He told me that they don't talk to customer. We hung up I called backed to the main number asked to speak to a supervidor Ashely got on the phone as a supervisor said that is their right to give cash but not retail. I told her you are supposed to fix or replace now you are saying cash you are not even giving wholesale price . This company are Crooks they must be thrown out of Florida liars they are please stop them
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
5/20/2019
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 microwave on 5/8/2019 stating the unit was not working. The vendor reported the unit needs a magnetron and capacitor. 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.
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.
In an effort to provide good customer service we offered $100.00 which the consumer accepted, which is sent within 15-30 days.
We are committed to providing a positive customer experience and doing the right thing for all our customers, contractors, employees, and our company.
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:First of all this company misleads the consumer in the beginning. When asked if my appliance and other things will be covered they tell you yes nothing about the products will be prorated.I told the sales person I am a 100% disable vet on a fixed income and want to make sure everything is covered, I was assured of that,which ends up to be a lie.The $420.00 I gave this company for insurance or peace of mind as I was told works out to be another lie. $420 for policy $45.00 for service man equals $465 plus the $250.00 for another microwave is $715.00 I put out and they want to give me $100.00 for a new one crooks they are. The other thing is first when I called They said that they could only give me $50.00 and that is all they could do it was their policy.which was another lie because a little while later they said well the best I remember that I can do is give you $100.00 So in my eyes why didn’t they give me the $100.00 in the beginning. Because they are cheats and thieves So with their $100.00 pence they want to give me which I don’t have I am out $615.00 where I was to be protected from a broke appliance. Sounds a little unfair to me no a lot. They should be fined. I know that I. Am not going to win this or be treated fairly but I will go to the Attorney Generals Office with my concerns also with this company if I am not dealt fairly. Thank you ***
Regards
Total Home Protection is the home warranty service I pay each month. When I had a claim (first one) on my dishwasher, they said it was not worth fixing and they would pay mr $100 towards replacement. They told me it would take 30 days for me to receive the check. It has been well over 30 days. When I call them about the money, I get rude customer service and lies. I told them I was gking to cancel my account with them. The manager told me I would not receive the check on my claim if I cancel with them. To this day I have not received my check. Yet they just debited my account for another month's premium.
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
5/20/2019COMPLAINT ID: ***To Whom It May Concern:
Thank you contacting us with the above referenced complaint. We at Total Home Protection treat each complaint with the utmost respect and use this feedback to better serve our valued customers. Understandably there are two sides to every story and always look for a fair resolution between all parties.
The consumer placed a claim for a dishwasher not draining on 3/1/2019. The vendor reported the pump motor failed. Due to the age of the unit and potential other failures we offered a buyout to the consumer.
Due to an internal issue there was a delay in sending the check. The check was mailed on 5/17/2019 to the mailing address on file.
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 the consumer would like to cancel the policy as per the terms & conditions of the policy they may contact us at .
Sincerely,Laura DTotal Home ProtectionToll Free: www.totalhomeprotection.com
From: *** <***@***.com>Date: Thu, May 30, 2019 at 2:50 PMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #***.To: Revdex.comDear Revdex.com,In response to Total Home Protections's rebuttal, I did finally receive the check from my claim (well over the stated 30 days). The amount does not begin to cover the cost of replacing my dishwasher. It is not reasonable as a home warranty company to only essentially cover items that are practically new (only a few years old). For the homeowner, this line of thought defeats the purpose of having home warranty insurance.I also am not satisfied with the customer service I have received from Total Home Protection. On one occasion, I called to inquire on my claim check. After being transferred to three different people, I told the manager I would cancel my policy with their company. The manager stated that if I did that, then they would cancel my claim check!Total Home Protection is at best, unprofessional.I will indeed be canceling my policy and going elsewhere.Regards
Total Home Protection is AGAIN denying a legitimate, bona fide claim, this time for my dishwasher. Even after their own serviceman inspected the appliance and recommended its repair.
After a previous fiasco in April 2017 when THP also denied a claim for my septic system, their sales rep convinced my to come back, assuring me that the company had improved their handling of claims.
Here we are all over again.
Against my better judgement, I re-signed with your service in February.
I paid for the first month, even though coverage didn't start until the second month.
I have paid a total of 4 months into the new contract.
I signed up in February, the 30 day PAID wait period ended end of March.
My dishwasher failed end of April.
While in operation, the pump in my dishwasher failed.
The failure of a moving part affected attached parts which created water leakage.
Your customer service rep said that had the dishwasher failed 4 or 5 months into the policy, THP would fix the dishwasher.
But, only 1 month after the 1 month wait period was too soon, in his opinion, based on no written rule.
THE WAIT PERIOD WAS FALSELY ADVERTISED.
THE WAIT PERIOD SHOULD BE STATED AS TWO MONTHS OR THREE MONTHS!
However, it failed about a month AFTER the paid wait period had ended.
TOO SOON??
Based on what written policy?
What is the sense of having a policy in effect, fully paid, if you do not honor your own required, self established, wait policy.
I relied on Total Home Protection contract.
This is the second time that THP clearly demonstrates a pattern of fraud and deception.
It is disgraceful how poorly THP treats a client.
Do they ever pay a claim?
Kindly repair my dishwasher immediately.
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
5/17/2019COMPLAINT 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 4/24/2019. 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 4/20/2019. We assigned a vendor who reported the circulation pump failed, the drain hose was cracked and leaking. Coverage went into effect on 3/20/2019. It was determined these failures were non covered as these failures could not happen within the time frame of the active 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
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 offered the consumer $150.00 goodwill towards this non covered failure, which was accepted.
We at Total Home Protection have an unwavering commitment to uphold our founding ideals to provide industry-leading home warranty products and exceptional services to the customers we're privileged to serve. If you have any questions, please contact me at .
Sincerely,Laura DTotal Home ProtectionToll Free: www.totalhomeprotection.com
Good Morning,
The information that THP sent to you is false!
When asked about when the dishwasher was last in use, I had no calendar in front of me.
I ventured an approximate date.
The dishwasher was in use the day that I called.
The pump failure occurred mid cycle, while the D/W was in operation on the day that I phoned in.
THP claimed that the date that I approximated was the date of failure.
NOT TRUE.
It was the date of last use.
The appliance can not fail when not in use.
Please view the numerous complaints about this company vs other organization in the home warranty business.
Thank you.
I am complaining because since I've signed a contract with Total Home Protection they have denied 2 claims which is covered under my contact. The garbage disposal and now coolant for my AC unit. I am concerned that this company is practicing a pattern of denying claims. They denied my disposal by saying that I filled too soon when I was clearly passed my 60 day waiting period when it stopped working I filed. I had it fixed on my own but told them I was going to report them, they asked if I would accept a $75 check and they would waive my next service call deductible if I " give them another chance"to prove they are a good company" so I agreed now with regret. This time months later I needed my ac unit check so they sent out a service guy and he reported it needed coolant and the coal need to be clean they denied that claim. They are not going to add the coolant and offered again to waive the next service call deductible for the next claim. I find this to be a pattern with them and request an investigation into their denial of claims not just my complaint I sure you will find others. They take your money and refuse to help you when needed. I paid them in full at time of the contact agreement and not been able to receive any help. Please investigate. I'm also requesting for a refund for no services rendered.
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
5/17/2019COMPLAINT 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 on 12/5/2018 stating the unit was leaking 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 12/2/20108. The policy became active on 11/22/2018. We assigned a vendor who reported the unit was leaking from the body of the unit and also the drain line was leaking. It was determined that these failures could not have happened within the time of the active policy. As per the policy
-This Agreement does not cover any known or unknown pre-existing conditions.
-Coverage applies to the systems and components mentioned as “covered” in accordance with the terms and conditions of this Agreement so long as such systems and components are in place and in proper working order on the effective date of this Agreement
In an effort to assist the consumer we offered $75.00 good will which the consumer accepted.
The consumer placed a claim for an air conditioner on 5/10/2019 stating the unit was making noise. The consumer was advised that we do not send a vendor out for noises and there has to be a failure. We were advised the unit was now not cooling so we assigned a vendor. The vendor reported the evaporator coil was dirty and needed to be cleaned. He also reported the *** valve was loose and leaking freon which caused the unit to be low on freon. It was determined this failure was due to lack of proper routine maintenance As per the policy failures from lack of proper routine maintenance are 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 an effort to provide good customer service we offered a free service charge fee which the consumer accepted. We also advise the consumer could get a second opinion and submit the diagnosis to us for review. We are still currently awaiting the diagnosis.
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
Complaint ID: ***
6/21/2019
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 resolve and close the dispute, we will authorize $100.00 good will towards this non covered failure. For further assistance, please reach out to us .Sincerely,Laura DTotal Home ProtectionToll Free: Hours: Monday - Friday, 9:00am - 6:00pm EST
From: *** <***@***.com>Date: Tue, Jun 25, 2019 at 3:33 PMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #***.To: [email protected]I will accept the $100
DO NOT WASTE YOUR MONEY BY HIRING THIS FAKE HOME WARRANTY COMPANY. THEY ARE CROOKS. I filed a claim to have my AC unit repaired. The 1st contractor they assigned to the claim never showed. The second came out collected his $60 copay and told us that parts would have to be replaced. They denied the claim saying that the AC worked. I explained that we let it run and there was no air coming out of the vents and that the temp in our house only went up. They sent a 3rd company that found the coils leaking. We had to pay $297 to diagnose the problem because Total Home Protection would not pay to have the problem diagnosed (so much for a $60 copay). Our coils needed to be replaced. They denied the claim again because they said that they do not cover that part of the AC. I am out the money for the home warranty because I have already paid for the warranty in advance. This company will do anything that they can to not pay a claim. What a bunch of Crooks. If I could have rated them less than one star I would have.
They do not follow through with what they promised no companies will work with them for repairs and they deny any of the bills that your own service provider submit very unhappy what a waste of money