Total Home Protection

Do not do business with this company!!!!!!!!!!!!!! Terrible all the way down to the employees. I had an ac unit go out....The repair man they sent out to my house explained it was normal wear and tear and said the maintenance was well kept. They called me the following day to say the were denying the claim, saying it was a pre existing repair (just a way to deny the claim) even though the repair company that they chose sided we me.....unbelievable! Two of the customer service managers hung up on me, one even laughed. I can not believe the way they treat their customers!!! Do not set up this coverage!!!!!!!!!!!!!!!!!!!!!!!!!! I would give them zero stars!!!!!!!!!!

This is the most unethical, most unprofessional, and most unhelpful organization I think I have ever dealt with. I had a claim on 2/20/2020 and was authorized a check to go out for a repair on 2/27/2020 for a replacement motor in a washing machine and I have been lied to, put off, hung up on, been left on hold for 21 and 32 minutes just today 6/22/20 trying to follow up on my claim. It has been FOUR months since I filed the claim!! I have been told everything known to man after being referred to this lousy organization by my dad and brother and after this one claim I would feel better leaving my kids with Catholic Priests than counting on them to resolve an issue it goes without saying. My claim was for a measly $200 and I have now spoken to Ray, Cherish, Paige, Asia, Chase, April, and Edward and not received the check yet. Would not recommend this company to my worst enemy as they certainly over-promise and under-deliver. One star is being very generous from my dealings with them! Greg Moseley

I would give this company a negative 10. I recommend that no one use this company, on a washing machine they only gave me 200, which I have yet to receive after quite a few weeks, they said I could put the money towards fixing the washing machine but they would no longer work on it if it broke down again, I opted for the 200 that I may never see. I made a claim on my air conditioner a contractor came out and said it was the compressor I waited a few days in hot humid 95 degree weather then called the company but no one answered after several attempts, Total Home finally called and stated it was the issue that the unit was grounded and they do not cover that, I called the contractor and he informed me he told them it was the compressor, it has been too hot here in Kansas I purchased a new air conditioner because the cost of the compressor was almost as high as a new compressor. according to their claim they repair or replace, that is a lie.
In their pamphlet they state the components are covered, it doesn't state anything about the air conditioner being grounded. In my opinion total home protection is a scam and a fraud.

I have no trust nor confidence in this company.
- They have no app; they have a web portal they want you to use, but it's nearly useless. You can create a claim, but you cannot update the claim or contact support.
- Their automated phone system will disconnect you inexplicably (no, it's not poor cell service).
- When you finally get to speak to someone, they are not helpful, informative, knowledgeable, nor respectful.
They sell you on the idea of a block of coverage, but they use the contract language to turn that block into Swiss cheese, dodging all real expenses and denying claims based on literally anything they can call it under the contract language.
Very first claim:
- AC is not cooling sufficiently.
- 2 days after claim is opened, they assign a repair tech.
- Repair tech calls and schedules a service date for a few days later.
- That day, I find out that service tech doesn't even service our area, and he said he's repeatedly asked THP to stop giving him jobs outside his service area.
- THP Re-assigns the same tech again.
- I get a third call from that same tech. I re-iterated what town we live in and he said he does not service that area. "I know," I replied.
- So after all of this trouble, I finally decide to try the reimbursement route (which I don't recommend).
- So I ended up paying 255 just for a basic diagnosis instead of the 45 I'm supposed to have to pay. I know I'm never getting that back.
- One of the reasons it was 255 is because we (including the tech) spent hours waiting on hold with THP, made worse by the inexplicable disconnects I mentioned above.
- They set an expectation of 15 minutes to hear from "a claims manager," which makes it sound like they have more than one. I don't think they do.
- Try 3 days later, at the most inconvenient time, I get a call from THE claims manager, who jumps right into a sardonic tone with me, and we've never spoken before.
- She rattles off a paragraph of mind numbing information that ultimately meant: "we noticed a potential leak was ONE of the LESSER, MANY issues causing the AC performance degradation, and a leak test is NOT a covered item, so you can call the AC company and pay then to do a leak trace.
- I can tell that this is not going a good direction and I will be much better off simply handling things myself.
I purchased a home warranty to save time and money and make things easier for my spouse; it has done nothing but cost me MORE time and money than not having a warranty, and it does not help my spouse.
I am beyond disgusted with this company and the way that they operate (or fail to operate). IF there is such a thing as a "good" home warranty company, Total Home Protection is not it.

I'm writing this review to draw attention to what could be yet another FRAUDULENT denial of coverage. How I update this review, and whether I file an official complaint, or subsequent litigation, depends on how my appeal is handled.
I prepaid for a 6-yr platinum coverage plan starting in Aug 2019. In May 2020, one of my two A/C units failed. After submitting the service request, the technician arrived, investigated the failure, and reported his findings. I then had to wait for Total Home Protection to determine the next steps.
After a couple days, in regards to my Claim #641822, I was informed that coverage for my claim was being rejected. Initially, the Claims Manager asserted that my claim was being rejected based on the failure mode(s) noted from the Technician - according to his report, the unit was possibly grounded to short, or "locked" up, and, in either case, the 15 year old compressor had reached the end of it's usable life. I noted that, when sharing his assessment with me in person, he noted that the failure mode was [paraphrased] "either shorted to ground, or locked up, and basically dead, due to old age. But the only way to know what really killed it is to send it back to the manufacture's service shop to disassemble and evaluate".
Based on the technician's explanation, I conveyed that he had not actually pinpointed the actual failure mode, but rather was suggesting potential failures, neither of which he had actually further investigated to fully validate, given that it was beyond his capability and would have to be done by the manufacturer. He only removed the exterior covers, but did not disassemble any portion of the compressor to determine why it truly failed. Based on that, I asserted that since the true failure mode was not actually determined, the whole premise of the rejection becomes invalid, and would need to be reassessed by an approved technician.
The Claims Manager then informed me that Total Home Protection would not cover an additional visit or assessment from the contractor, to which I disagreed and insisted that it be reconsidered, on account of there not being a valid determination of the actual failure mode from the technician, having watched his evaluation and having heard his explanation directly. I was placed on hold briefly, after which the Claims Manager proceeded to explain that "shorted to ground" and "locked up" are specifically and explicitly not covered under my policy. She claimed that there's a clause in my policy that explicitly states that those items aren't covered - she even referenced a section that doesn't exist in my policy. I challenged it, noting that there is no such language in my agreement, to which she then mentioned that there's an updated policy that includes this language. I informed her that I have neither received or agreed to any updated policy, so, any alleged policy update does not apply to my claim, nor my subscription to their warranty service.
After placing me on another hold, presumably to confer with colleagues or supervision to determine the next usable rejection reason, she returned to assert that the new reason was that the policy only covers "normal wear and tear", and her position is that this type failure is not normal wear and tear. I again challenged that assertion in noting that 1) there is no definitive failure mode from the technician, and 2) any of the potential failure modes noted by the technician are all typical failure modes for this equipment at this age, which constitutes a normal "tear" condition (which I later confirmed with the technician and other reputable HVAC service companies, and resources). The Claims Manager then directed me to the Mediation department to file my appeal.
I am obviously disappointed and highly unsatisfied with the attempted resolution on my claim given that I need to file an appeal through their Mediation process for any chance at getting coverage, when it's clear that there's no definitive failure mode against which Total Home Protection can even make a claim denying coverage. Furthermore, the Claims Manager's attempts to change the reasons behind the rejection, and the attempt to inappropriately introduce changes to my policy without my permission, indicate potential fraud, which would be subject to arbitration under the agreed upon terms of my policy, if not litigation. Finally, for Total Home Protection to claim that any particular failure modes are not "normal wear and tear", they will need to disclose what failure modes do and do not constitute normal wear and tear, substantiated by valid, objective and accurate data. Without transparency and objectivity, it is rather fraudulent to assert baseless denials.
It is apparent that Total Home Protection's intent (and common practice) is to wiggle out of coverage by claiming that practically any catastrophic failure is abnormal, when in actuality, equipment that has been properly maintained will eventually fail by some sort of destructive failure of one or several components. My A/C compressor is 15 years old, has been well maintained, per my research, has exceeded the expected life span, and has now finally failed with symptoms evident of the typical modes of failure (which represent the normal "tear" condition").
All that said, I am patiently awaiting the resolution of my Mediation claim, and how this review and subsequent action is handled depends on Total Home Protection's response. As I await their response, I stumbled upon an existing Class Action lawsuit registered in Pennsylvania against Total Home Protection for what I presume to be several other cases of dissatisfied customers who feel they have been fraudulently denied coverage as warranted by the terms of their policies. If my appeal is denied or is resolved with anything less than adequate coverage for repair or replacement, rest assured, I will be terminating my policy, and seeking the same or similar legal action to fight against this clear breach of our agreement.

We got this as a result of buying an older house. We chose it. First mistake. When our hot water heater broke, it took them at least10 days to tell me they haed no one to send to my house. They would, however, reimburse us up to $150. Anything over that they had to approve. We went through all the hoops & now, still no check. It's been almost 2 months & their window was 30-45 days. When I finally spent over 1/2 minutes on hold, I was told they were 'actively" working on it. How long can it take? Also, the ac didn't work. They finally sent someone who said we needed freeon. When the AC co called to tell them, they said we had to get a leak search which they DO NOT cover. That search would have been $415. After that, they would pay $10 a pound towards freeon which is cheap at $85 a pound. So we didn't do that & just had the freeon put in at our full cost which was still cheaper than $415 & a $75 service fee.The visit outside of the warranty was $65 & the freeon didn't incur another service visit fee. This is ridiculous & they know it. Completely worthless. They have nothing but contempt for the customer. The tech told me that the worst abuse is ti the elderly who actually believe that they will get what they pay for.

We filed a claim because our A/C began making a noise. After filing the claim online, we waited to hear from THP. Waited a few days and finally decided we would contact them to see what was going on. We were then told that COVID had caused a backlog with contractors and that we would need to contact a contractor and pay out of our pocket any expense that incurred for the call out and they would reimburse us for anything over our deductible. We were also told that if it cost over $100 the contractor would have to call them. That was crazy because no contractor is going to come out and look at anything for less than $100 but we had him call. The contractor said that the coils needed to be replaced and it would cost approximately $1400 to fix. So, THP denied the claim. Stated that due to "rust" they would not cover it. My husband was with the contractor when he called and told them that it was just time for the coils to be replaced due to the age of the unit. Nothing was mentioned about rust. The person at THP just put that on the claim because the contractor stated it was time for them to be replaced. After several calls to the resolution department which continued to claim that the contractor stated that there was rust on the coils, he offered to send us a copy of the audio for us to listen to, even though my husband was there and heard everything the contractor told them. We received the audio and it was a man from Pakistan wanting to cancel his policy, nothing that pertained to our claim. We are still trying to get a copy of the audio and a phone call back. Long story short, we are cancelling our policy with them and I strongly encourage anyone considering to take out a home warranty to look elsewhere. This is the first claim we have filed and it has been nothing but a headache. We will tell everyone that we know NOT to use these people because they do not service what they sell. I would rate them a negative if I could.

I HAVE USED THIS COMPANY FOR YEARS....THEY ARE THE BEST!!!
QUICK, EFFICIENT AND ALWAYS PROFESSIONAL.
I HAVE GIVEN THEIR NAME TO MANY PEOPLE WHO HAVE USED THEM AS WELL

DO NOT BUY Total Home Protection (THP).
I filed a claim for dryer not working. The tech came and saw it, he said he knows what the problem is and said he will talk to the company. I got a call from THP saying the claim cannot be fulfilled since there were toys int he dryer. What the tech ment toys was the wool dryer balls which I use in the dryer. If the tech and the THP claims assessor cannot figure out from the pictures that the toy is the wool dryer (which are similar to bounty sheets), then I am not sure what licensed people are THP hiring.
THP asked me to talk to the tech to see if he can clarify this with the assessor. Now, I am stuck and I have to figure out that these two knowledgeable people clarify something what a regular customer could figure out. The real damage is that the motor is not working, and this is not due to normal wear and tear despite my unit not being that old. The motor damages need to be repaired by the warranty company. But as usual they do not want to pay any money when it comes from their pocket.
I am so shocked by they saying they rejected the claim and would advice NOT TO BUY this home warranty unless you want to waste your money, time and energy.

This company harassed people from spoofed numbers. I receive four to five calls daily and ask repeatedly to be removed from calling list, resulting in being hung up on half the time. I also get texts and emails which I also respond to, asking to be removed. Would never do business with this company.

I Had to leave a star rating they are more like MINUS 10 STAR ----- WARNING DO NOT USE TOTAL HOME PROTECTION...I really wish I had read all these reviews before buying this policy. Last year I purchased a Home Warranty to cover any system failures that may occur in my home. I have called the Total Home Protection on several different occasions, First was for my water heater they said they would not cover : Second was for my dishwasher I called for three weeks straight no one ever called me back I had to just take the dishwasher out cause it kept filling up with water then it would smell up my hole house. Third I filed a claim on my plumbing system it took them three days to get someone out to my house then turns around and told me they wont cover it because the pipes rusted through and they don't cover that .. WHAT DO YOU GUYS REALLY COVER I feel like this place was a big waste of time and money . I had to replace my water heater myself to save some money $1,000.00 I finally just had to get rid of the dishwasher and have not replaced it yet and now its going to cost me another $1,000.00 or so to replace the broken pipes in my home I will not ever refer these guys to anyone one I now and hopefully more people will read the reviews before getting screwed by this company..

The previous homeowners bought this home warranty plan Total Home Protection and then it was transferred to me. I put in a claim to have our washing machine fixed, but when the contractor came out he concluded to THP that it was the transmission so it could not be repaired. So, THP called to tell me that they would give me $150 for new purchase and out of the kindness of their heart they would give us $50 more dollars. Who can purchase a new washer for $200? I thought this was a protection company that would help take care of these issues. While speaking with "Manager" he said we need to take our claim up with mediation@totalhomeprotection and hung up on my husband who was trying to get information as to why we would only get $200. We were told it will take 6-8 weeks to process our $200. So now this is more of an inconvenience to wait for money so we will have to go to laundrymat and save for a new purchase. How can this company say they take care of their customers? This is not good business. I have never been so upset as to file a review with the Revdex.com. This is the first time we have ever had to go this far as to write to Revdex.com to help warn others.

Called to cancel my policy today. Later this evening I had an alert from my bank that someone attempted to use my debit card in another state for a large sum of money. I don't know if THP has anything to do with it, but the person I spoke to seemed upset that I was canceling and said he would refund the money I had already paid and would send me an email stating that the policy was canceled. I have not seen either of them as of now.

Do not use or work for. They do not pay their subs. RIPOFF COMPANY We have seen so many customers unsatisfied. We worked for them and it was a fiasco, we like to take care of our customers and these guys have a different set of standards than we do. BEWARE

DO NOT USE Total Home Protection!
I have been paying Total Home Protection for two years without requiring any of their services. When I finally filed a claim about a water heater, it took 5 weeks to get it repaired after calling twice a day and paying for the service of two companies. Total Home Protection is the worst and they will give you the run around for weeks.
Then I had a second claim. It was for one of my burners on a glass top radiant stove. They sent a technician who said HE COULD repair it, however they told me, that they will buy me out of my stove for $100 instead of paying for the repair. After much effort and pleading with them to just have it fixed, they refused and upped the offer to $150. They told me I could pay the technician directly or apply the $150 to a new stove. A replacement stove of this type cost over $3000 and they are refusing to do anything but give me $150 after a 6 week processing period. If were to cancel my contract before I get their check, the check would be cancelled! After calling multiple times, I finally got the $150 check 13 weeks later.
Do Not Consider using this company!!! They are the worst by far. I have used American Home Shield and thought they were bad, LOL, they are the gold standard compared to Total Home Protection!

I had a pool pump go out at my house. After 2 mouth they could not get someone to fix the pump. So totalhomeprotection ask me to pay some to fix the pump. I paid my pool guy to fix the pump. It now has been 4 mouth and every time I call about get paid back they say the check is in the mail. This company is a robing people money. I don’t understand how they are in business still.

Stupid me bought a contract Total Home Protection. Not water tank. went out 5 days ago and I am still waiting for the tech. to come out. They have completely avoided their contract with me. This is very unsanitary having to bathe in cold water every every few days not to mention dangerous. The virus is going around and I can't even practise proper hand washing techniques.

WARNING!!! Hopefully this saves a few others from making the same mistake. DO NOT do business with Total Home Protection under any circumstances whatsoever!!! They are a home warranty company headquartered in the Northeast and have done NOTHING but cause countless headaches and undue stress to scam my sister Miranda Arnold out of hundreds of dollars for their “warranty.” Issues that were clearly covered in the paperwork have not been paid, contracted servicemen have been totally inept and shoddy - including expecting my sister to provide her own tools!! - and countless piss poor customer service experiences over the phone, the only action she received was after filing multiple claims with the Revdex.com. Lo and behold, after finally agreeing to pay the owed amount on a valid claim the check was issued and then RETURNED.

These people are known and unapologetic crooks who are no longer even allowed to operate in the state of Iowa due to their history of fraud.

DO NOT DO BUSINESS WITH THEM!!!

My name is Tom from Ashley appliance service been working with total home for a little over a year they owe me thousands of dollars to our company we are located in FloridaI would stay far away from this company there is a lot of reputable companies out there this is not the one

Total Home Protection is a scam. I’ve worked for THP as a vendor for almost 2 an a half yrs. They don’t cover all repairs as advertised. Also THP hasn’t paid my company in months. When my office call for payments to be made. They either hang up or say they can’t paid us what we’re own and can we settle for less. I don’t recommend them for everyone. This company is a fraud.