Total Home Protection

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

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

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

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

Minus Zero rating.

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

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

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

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

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

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

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

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

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

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

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

I would leave no stars for this company. They do a Bait and Switch, they will send out a technician, who will either misdiagnose the problem or the cost to repair is too expensive for them to make a profit. Therefore they will offer you a check for less then 10% of the repair or replacement costs. They will not fix your item.

Have been trying to talk to someone for 6 days... put on hold..never called back..hung up on 4 times. This is possibly the worst company I have ever encountered.

This company is a scam, don't waste your money.
Section VII General Limitation will cover anything that may possibly go wrong so they are not responsible for covering anything. That is if they even show up.

This is an addendum to my previous filing. on 05/31/2019 they denied my claim for "Dryer Repair" because the "Vent" needed to be cleaned. I only found this out because I was attempting to resolve my complaint for my dishwasher, that still is unresolved. I have called the "Customer Service representative at least 11 times and left messages with no response. I was also hung up on by "Marvin" a suposedly supervisor. They are a terrible company.

In my opinion, this company is a scam. We have filed 2 claims for items that were listed as "covered" and they did not cover the first one because, to make a long story short, it was "most likely a pre-existing condition" when we bought the house. The person my wife talked to was incredibly rude. She kept interrupting my wife, making her very irate. When my wife asked her to not interrupt her again, the lady interrupted her by saying "I'm not interrupting you ma'am".
Recently our air conditioner went out (the fan stopped working). The only reason they are receiving 1 star from me is because, after our first claim, they waived the $45 service call fee so they sent a technician out for free. The technician came out and determined it was a bad capacitor and replaced it. As a routine check, he checked the Freon level and told the warranty manager, Kayron Tracey, that the level was low. Kayron called me and said they wouldn't cover it without a leak test. I got off the phone and went to talk to the technician. He told me THP told him they do not want to put any money into it until we did a leak test. He tried to let them know there is no sign of a leak (since the pressure in the lines was holding steady for at least 20 minutes of testing it) and that was not the cause of the problem. He said there is no reason for a leak test, especially since we were only missing 2 pounds of Freon. Since it wasn't covered, he had to take the new capacitor out and put the old one back in. The leak test was going to be $50.
I called Kayron back because I am confused why they were not going to cover it, since these were 2 separate issues. I'll admit, I don't know how other warranty companies do business, but I would assume that, considering these are 2 separate issues and the original one I called about should be covered, that the one that was on the claim ticket would be covered and the second item would need a new claim ticket, unless they were related. In this case, the two issues are NOT RELATED! Kayron said "I already explained what you need to do, sir" and could not answer my question. He just kept telling me we needed a leak test to close the ticket and eventually after trying to get a straight answer from him he said "I don't want to keep repeating myself sir". First of all, the people at this company need some customer service training. Second of all, there is no clause that I could see stating that, if another, separate, issue is found during the service call, both issues need to be resolved in order for them to cover the claim. I've read the service agreement 5 times now between our last failed claim and this one but I guess I am wrong. I asked Kayron that, if we get a leak test after sitting here without A/C for a week in 80 degree heat and it comes back that there is no leak, will the capacitor, which was the cause of the claim ticket complaint, be covered? He said he couldn't say either way. To me, that sounds like their out to paying for the covered repair. So I told him it was ***ing BS*** and I would call him back once I figured out what to do.
The leak test, which we don't even need, is $50 (which, by the way, Kayron said they would not cover). Congratulations THP. You once again get to keep our money. All $420 we paid for our "policy".
A couple of side notes, the service technician (and his partner, who were very nice) that came out said he had been working with THP for a couple years and it's almost impossible to get them to pay for anything. I asked why it would be 2 lbs short on Freon since it's a closed system and he said the most likely cause is because whenever a testing gauge is hooked up, some Freon is lost. If there is a leak, the pressure would decrease and it did not in our case. He also said that if he wouldn't have told them about the Freon, they probably would have covered the repair.

I purchase this plan March to 22,2019 and filed for service May 12 ,20 19 for to item a dryer and a dishwasher. A took 7 days for repair man to come and then he could not Fix the items. The dryer needed to have permission for them to clean out the exhaust system which has a built up of lent and the warranty company said that they were put it under review. The dishwasher, the customer service representative offered me $70.00 to have the parts repaired and for me to make up the difference which would be a total of about a $120. I told them that this was on unacceptable. There customer service representatives hung up on me after I expressed my displeasure with the service. I have documented 7 telephone calls on my behalf to rectify these issues.