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Address: 300 Mcgaw Dr Ste 2, Edison, New Jersey, United States, 08837-3708
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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.
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
Worst than terrible! Nothing but aggravation and frustration. If they did not exist, at least prospective customers could get real insurance at another company. Their model is to deny claims, notwithstanding the clear language of the Insurance Policy and they base the denial on their "policy"- apparently their "policy" trumps the Insurance Policy. When they cannot avoid paying (e.g. -they cannot find any basis for denial)- they will pay only a fraction of the legitimate costs.
The business practices of this company make it unsustainable - which make me wonder what is the real purpose of this company. Obviously, I did not renew my policy upon expiration.
Thank you contacting us with the above referenced review. We at Total Home Protection treat each review 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 leaking on 11/19/2018. The consumer was advised that per the policy if the tank was leaking, that this was a non covered failure. The consumer had a vendor come out to diagnose the failure who reported that the unit was being replaced as it was leaking from the tank. He also advised that the re circulation pump needed to be replaced due to age. As the policy covers mechanical component failures of appliances, the failure with the tank leaking is a non covered failure as per the policy.. We will reimburse the consumer for the replacement of the circulation pump of $350.00- $45.00 service charge fee for a total of $305.00.
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.
This company is a total scam. Do not even consider for one second getting a policy with them. Their "closers" (sales team) are very good and will come up with lies to get your business. Within 4 months, I've had both my refrigerator and water heater break and they claim that neither is covered, even though they clearly stated that both were indeed covered and replaced if unable to fix. Obviously they will never give you the details you need in order to make a smart business decision. If they would, nobody would even consider this company as they exclude everything! When I originally switched over to this company (to save my family money) they confirmed that my gas water heater was covered. Now that it broke, they state that they don't cover the tank! What a joke! That is normally what a customer needs to have covered, not wiring and other small components of the tank. They should've been honest and upfront with me when I asked these questions about both appliances. This company is worthless and please protect your family by not giving them your business. They have a lot to learn on how to take care of their customers because they simply DON'T! I guess their current Revdex.com rating says a lot. Hope this is read by someone considering this company.
Poor service & a rip off! Our blower motor on our inside heating unit went out. My husband called on 1/20/2019 and a technician came out on 1/21/2019. The tech took pictures & sent them to Total Home Protection service representative. The rep told the tech that he did not think that the company was going to cover our part for replacement due to what appeared to be poor maintenance. Then the tech stated that the rep was going to call my husband but never did. After several minutes of waiting for the rep to call my husband, he decided to call the rep while the tech was still present. The tech told my husband that the wear and dust that was on the wires after removal of the door & screws was normal wear and collective dust. However, when I called to speak with a rep to gain understanding as to why the company was not going to repair the heating blower, I was told the same thing by a supervisor (Ashley). She told me that it was left up to the home owners to get their AC/Heating units inspected once a year by a licensed professional for maintenance.
I told her that the last licensed professional was sent by Total Home Protection when we had an issue with the AC within the last year. The tech at that time, checked the same units inside and outside and did not suggest or let us know that we needed to have it serviced for removal of dust. The tech just fixed what was wrong with the AC and we paid the service call fee. I advised the supervisor that our home was built in 2004-2005 and we purchased the home in 2010. Our home warranty is paid up until 2021 and this is January 2019. I reminded Ms. Ashley that if the inside AC/Heating unit needed serious maintenance, then the last tech that her company sent to our home should have provided quality attention to detail so that we as home owners would have made sure that the unit was up to their standards to avoid such issues. And, according to the pictures, it shows normal wear with rust & dust mites on the wires that Total Home Protection viewed as poor maintenance. They offered no alternative solutions and show no concerns for offering to resolve our concern or keep us as valued customers.
I husband wanted to cancel but was told that we would not get a prorated amount and would not be refunded the difference. I would never recommend this company to anyone! One of the worst home warranty companies I have ever used!
My email to Total Home Protection -
Claim # *** I have a leaking water heater causing damage to my home.I am very upset concerning your lack of service. We called in a service request on 5 Jan. Your service rep came on 8 Jan, we paid the tech $125.00 for the call. Your tech called Kaitin B and he was told we would have a new unit the following day. We still are waiting on a replacement. We have called your office on 9 Jan (1x) and 2x on 10 Jan only to find the replacement has not been ordered? We were not allowed to speak with a manager. Your have given us the run around and conflicting stories. This email services as notice, unless my repair is effected by 11 Jan, I will be pursuing legal and social media alternatives for fraud, damages to my home, personal property and a replacment hot water heater by others. The ball is in your court to make this sad situation right.
Not fixed and still leaking.
This company is terrible. They find dubious ways to get out of paying for services that should be covered. I tried to cancel after 4 months of service. They offered me 25% of my total contract price as my refund amount. They never pair you with a credible contractor. If you can reach the company that they pair you with, they either don’t call you back or they don’t show up for your scheduled appointment.
Thank you contacting us with the above referenced review. We at Total Home Protection treat each review 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 Limited Roof Leak stating water was coming into the garage on 10/26/2018. The diagnosis reported there was black mold growing inside the ceiling in the garage, there was water damage to the insulation in the ceiling, there were missing shingles, the flashing was leaking and some nails popped. Per our policy this failure is clearly excluded from coverage. Please see the referenced section of the policy below;
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.
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; lightning strikes; missing parts; animal, pet and/or pest damage; power failure; power surge; fire; casualty; 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.
In an effort provide good customer service we offered $75.00 goodwill which the consumer accepted.
We at Total Home Protection have an unwavering commitment to uphold our founding ideals to provide industry-leading home warranty products and exceptional services to the customers we're privileged to serve. If you have any further questions, please contact us at ***.
THP did not honor the warranty
Thank you contacting us with the above referenced review. We at Total Home Protection treat each review 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.
A technician was dispatched for the Heating system not turning on and smoking on 11/13/2018. The diagnosis provided including pictures, determined the unit was caked with dirt and debris and it was determined the failure was non covered due to lack of maintenance. As per the policy failures caused by lack of 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; lightning strikes; missing parts; animal, pet and/or pest damage; power failure; power surge; fire; casualty; 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.
I placed a claim over one week ago about my washer and they placed a service provider that was not allowed to service my machine. I called total home protection and they said that they would send a new vendor within 24 to 48 hours. This was 5 days ago and when you call their phone numbers you get a machine telling to wait and they finally put you through to a healthcare organization.
Thank you contacting us with the above referenced complaint. We at Total Home Protection treat each complaint with the utmost respect and use this feedback to better serve our valued customers. Understandably there are two sides to every story and always look for a fair resolution between all parties.
All claims have been properly serviced in accordance with the Service Agreement. We are committed to providing a positive customer experience and doing the right thing for all our customers, contractors, employees, and our company.
The consumer placed a claim for a clothes washer on 11/8/2018. Unable to get a vendor with availability we offered her to go through reimbursement, where the customer would contact their own vendor to diagnose the unit and once approved for repair we would send a reimbursement check upon receipt of the invoice.
In an effort to provide good customer service we will waive the service charge fee.
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
Do not get this company. This company is the worst company I ever got. My Refrigerator broke down in May. Now is November and still not working. Paid service fee 2x and still nothing. Call them May, June, July, August, September, October, and November to get this done. If you have tenants do not get this company. I also requested service for a toilet. took the technician a week to call me to setup service. The appointment was for November 2nd at noon. No show. The technician called me at 4:30 saying he was busy and did have time to go. He asked if he could come on Monday November 5th at 10AM. Again!!!! no show no answer when called. What a headache with total home protection. They do not provide what they promice. 8 month of stress and headache. That is what you going to get. Just called to cancel the service. The manager said I was going to be charged 450.00 dollar for cancelling for that part that costed 350.00 for the refrigerator for the request I had put in May of 2018. What is today? November 5th, 2018. 3 companies came to try to repair this refrigerator and still not working. All said controller board was bad in it. for some reason it is approved by no one shows up to perform the job. Unbelievable!!!!!! What a waste of money and time
This is the absolute worse coming any I have ever had to deal with. I filed a claim because of an issue with my AC unit and they found nd every hole they could to keep from covering the claim and then want to offer a $200 check as a consolation gift. I have been a customer over a year and never had to file a claim. Now my compressor is getting me in my unit and they deny the claim because they don’t cover valves, they don’t cover coils, they don’t cover this and they don’t cover that. Pleas read through your policy with a fine tooth comb.
Thank you contacting us with the above referenced review. We at Total Home Protection treat each review with the utmost respect and use this feedback to better serve our valued customers. Understandably there are two sides to every story and always look for a fair resolution between all parties.
The consumer placed a claim for a Air Conditioner not cooling on 8/30/2018. The diagnosis concluded that the cause of the failure was due to the reversing valve on the heat pump system not fuctioning causing the unit to get no freon and causing the compressor to fail. Per our policy this failure is clearly excluded from coverage. Please see the referenced section of the policy below;
I. BASIS FOR COVERAGE
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); heat exchangers; 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; 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.
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; lightning strikes; missing parts; animal, pet and/or pest damage; power failure; power surge; fire; casualty; 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
In an effort to provide good customer service, we offered $200.00 goodwill for this non covered failure.
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 ***.
Scam artist ! Had a problem with my AC unit . Turned out to be the refrigerant line restriction . Total Home "Lack of" Protection , tells me its a maintenance issue and they won't cover it .With an outside temp of 116 , I wasn't about to put my dogs or myself through that kind of heat . $520.00 out of my pocket later and I started asking questions . I called Carrier the manufacturer of the AC unit . Carrier told me " The unit is sealed and routine maintenance . Would not have prevented the problem." My AC tech told me it wasn't a maintenance issue and even wrote a letter to THP stating it wasn't a maintenance issue .
They are still trying to deny the claim . When dealing with Total Home "Poor" Protection , they will tell you the same thing "claim denied do to lack of maintenance ". They are full of bullspit !
But I'm not done with them yet , I want my $520.00 !
For those looking for a Home warranty company , avoid Total Home "NO" Protection !
Sad , this is how some so called business are run here in my beloved America .
Update ,spoke with Administrative assistant Vita Tiller . Who offered my "$150.00 for my troubles" . Sorry ain't gonna happen . This is now a legal matter .
PS If I could have left zero stars , that would have been more appropriate .
Thank you contacting us with the above referenced review. We at Total Home Protection treat each review 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 6/21/2018 for a Air Conditioner not coming on. The diagnosis concluded that the cause of the failure was a restriction in the line set. This has been determined to be a Lack of Maintenance Failure. When there is a line restriction it can be detected during maintenance. Anytime the air conditioners refrigeration system is worked on a filter drier needs to be replaced. This prevents contaminants from getting into the sealed system, avoiding restrictions. Per our policy this failure is excluded from coverage. Please see the referenced section of the policy below;
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.
In an effort to provide good customer service we are offering the consumer $200.00 good will.
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 D
Total Home Protection
Toll Free: ***
www.totalhomeprotection.com
I contacted Total Home Protection when my toilet started leaking. I filed a claim with THP the first week of April. I rec'd an email April 4th saying that my repair had been scheduled. The plumber called to inform me that I was not in his area and he had informed THP that he would not be handling this. I did nto hear back from THP and emailed them again. I received another notification and this plumber called and said he was not under contract with them but if I was available he would come out but I would have to pay for the work because he has been burnt by these types of companies. I emailed THP again and was told to find a plumber and send them the bill. This was THREE WEEKS (April 21) without the toilet to get to the point where I called my regular plumber. He came that day and fixed the toilet. I paid the plumber and submitted the invoice. I did not received the reimbursement till 48 days later. I tried canceling the service but am locked in for the full year AND they will not post that the policy is to be canceled as of Febraury 2019. I have to call and cancel at that time. I cannot get into my payment account to remove my credit card info either.
Thank you contacting us with the above referenced review. We at Total Home Protection treat each complaint with the utmost respect and use this feedback to better serve our valued customers. Understandably there are two sides to every story and always look for a fair resolution between all parties.
All claims have been properly serviced in accordance with the Service Agreement. We are committed to providing a positive customer experience and doing the right thing for all our customers, contractors, employees, and our company.
The consumer placed a plumbing claim on 4/4/2018. Unable to get an available technician with availability we offered her to go through reimbursement, where the customer would contact their own technician to service the unit and we would send a reimbursement check upon receipt of the invoice.
We initally authorized the reimbursement of $65.00 which was processed. We were advised of a different amount and reprocessed the payment which was sent out on 6/1/2018. We sincerely apologize for the delay in receiving the funds, but once the amount was changed it caused a delay.
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 questions, please contact me at
I recently had a problem with my AC as it was not very cool. I called and filed a claim with Total Home Protections and they were very helpful and genuinely concerned with helping me get the problem fixed as soon as possible. They arranged for a contractor to come out that afternoon. It was out of freon. The tech filled it up and cleaned it and it was cooling fine again. Overall I have had a great experience with this company so far. I'm glad I chose them for my home warranty needs.
Thank you for selecting Total Home Protection for all your home warranty needs. We know your time is valuable so we take feedback very seriously. Your feedback allows us to improve our business and promote the level of service expected from a trusted industry leader. Total Home Protection strives to be a top rated home warranty provider. We 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. We sincerely thank you for your feedback. If you have any questions, please contact Customer Service during normal business hours at ***.
My daughter got coverage from Total Home Protection in December 2017. They were not able to fix her garbage disposile, because of coroision, in the first week of August. I was not aware of this until August 15th when she came over the house.
I got coverage from Total Home Protection on August 13th for two homes and it was a 5 year term and the 6th years was free the cost was $1625 for 6 years on each property. When I found out on August 15th about the garbage disposal not being covered. I decided to cancel my policy on August 16, 2018.
I had such a difficult time canceling, Mr. Angle Santiago, Mgr, would NOT cancel my policy until I would give him my daughters address to see if there was anything he could do, Well, needless to say, there was nothing that could be done. Mr. Santiago was pushy and persistent and he was doing everything possible for me to join for 1 year. The coverage for both homes was $3250.
When I enrolled on the 13th of August, Total Home Protection INSTANTLY Charge my credit card $3250.00. My Dispute is that Total Home Protection will NOT refund my money till 15-30 days from August 16, 2018. This is Abuse. Mr Santiago laugh at me and said to me what will I be reporting that they would cancel my policy today, that I have no grounds for a dispute.
Total disappointment! Total Home Protection does not stand behind their contractors. You better hope who comes to fix your appliances is knowledgeable. If they don't fix it right the first time. Total Home Protection will put the responsibility back on the customer.
I wish I never purchased this service. I have been without a refrigerator for over a month now. My refrigerator was not keeping its cool, so I called Total Home Protection and they dispatched someone in my area to look at my refrigerator. After the guy diagnosed it, he said it would be 3-4 weeks for a special order for a part. I waited almost a month and had to eat fast food because I was unable to keep anything cool in my house. After the part was delivered. The repair guy claimed there were more things to be repaired to the unit. He then packs his things and leave and says either he or Total Home Protection will be calling me.
I was later told by Total Home Protection they are not responsible for secondary damages. I was told that I would have to pay $185.00 out of pocket in order for my fridge to be repaired because they aren't covering it.
I spend over an hour and a half talking to supervisor Felicia and Angel who was the Resolutions Manager. Both of them could not explain why my fridge could not be repaired or replaced.
Angel stated that because Total Home Protection already paid once to have it repaired, they were not going to pay to have the problem fixed because the guy did not do his job properly. Angel also stated because they already spend over $300 on the main part that did not work, they refuse to do any other work.
I asked Angel how the appliances get replaced, he still did not have an answer. So basically if the repair guy drops the ball, Total Home Protection will put responsibility on the customer to pay.
Purchasing this protection plan was a waste of my money and a lesson learned to never to do business with this company again. It is too late to get my money back, so Total Home Protect has every right to ignore my complaints. But I will make sure people know to look elsewhere and not consider Total Home Protection.
Thank you contacting us with the above referenced review. We at Total Home Protection treat each review with the utmost respect and use this feedback to better serve our valued customers. Understandably there are two sides to every story and always look for a fair resolution between all parties.
The consumer placed a claim for a Refrigerator not cooling on 7/12/2018. The diagnosis concluded that the cause of the failure no voltage going to the compressor or fans and the main control board shorted out. We authorized the repair of the control board which was the initial failure. We were also advised that additional failures were found with the inverter board which was caused by the initial failure of the control board. Per our policy this failure is excluded from coverage. Please see the referenced section of the policy below;
I. BASIS FOR COVERAGE
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; lightning strikes; missing parts; animal, pet and/or pest damage; power failure; power surge; fire; casualty; 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. If you have any further questions, please contact us at
When we purchased our home warranty through Total Home, we really didn't anticipate it using it anytime soon. However, we soon discovered that our pool needed some new parts at the beginning of summer and we were looking at paying THOUSANDS out of pocket to replace the 3 things that had stopped working, but because of our warranty we were able to get the service we needed saving us all that money. I was able to get through to an agent quickly to file our claim and they were able to have our repair man out to us in 2 days. I am extremely impressed by their quick turnaround time. They really treat each claim with urgency and importance. Plus, the repair man was really efficient and handy! He had the pool fixed in 3 hours and we were swimming by that afternoon!
Thank you for selecting Total Home Protection for all your home warranty needs. We know your time is valuable so we take feedback very seriously. Your feedback allows us to improve our business and promote the level of service expected from a trusted industry leader. Total Home Protection strives to be a top rated home warranty provider. We 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. We sincerely thank you for your feedback. If you have any questions, please contact Customer Service during normal business hours at ***.
Wish we able to give this a minus. We have only had this since October 2017. We changed from another insurer because we thought this would be better and were told if we purchased a 3 year contract our deductible would only be $45.00.
We paid $900. 00 for three years and had a minor problem with dish washer that they first declined but ended up taking care of it. This past week our water heater went out. When I called they informed me it was not covered and to read the coverage booklet.
The issue with that is we had to request that booklet after we had already paid the money! We were only able to go by the salesperson telling us what a great policy this was.
After talking with different people about this claim we were told they would gladly send us $100.00 from a fund they had for problems like this! So $1500.00 later we paid out of pocket for the water heater.
I called today to cancel and talked to a person named Harry and told if I cancelled we would only get $126.00 refund on our $900.00 for a policy only 9 months old! Hi
Please please don’t sign up for this unless you want to throw your money away. Plus “Harry” said they were accredited with Revdex.com which we see is not true!
Thank you contacting us with the above referenced review. We at Total Home Protection treat each review 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 customer placed a claim for a Water Heater on 8/3/2018 stating the tank was leaking from the bottom. We advised the customer that the policy does not cover the holding/storage tank. The customer called back and asked to speak to a Supervisor, and was advised that if it is the tank it is not something that is covered. He was advised that we can send a vendor but if it was determined to be the tank then the service charge fee would still be due. Please see the referenced section of the policy below;
I. BASIS FOR COVERAGE
G. Water Heater
COVERED: All components and parts for gas and/or electric hot water heaters, including circulating pumps, except:
NOT COVERED: Auxiliary and secondary holding/storage tanks; main, holding or storage tanks; expansion tanks; base pans; drain pans and drain lines; line restrictions; pressure reducing valve; sediment build-up; mineral and/or calcium build-up; rust and corrosion; combustion shutdown; color or purity of water; flues; vent pipes/lines; insulation and insulation blankets; heat recovery units; tankless hot water heaters; low boy and/or squat water heaters; solar water heaters including all solar components and parts; any noise without a related mechanical failure; racks; straps; timers; energy management systems; commercial grade equipment and units exceeding 75 gallons. We will pay no more than $500 per contract term for access, diagnosis, repair and/or replacement.
All claims have been properly serviced in accordance with the Service Agreement - all contracts have inclusions as well as exclusions. We are committed to providing a positive customer experience and doing the right thing for all our customers, contractors, employees, and our company.
In an effort to provide good customer service, we offered to send a vendor or could give $100.00 goodwill. Being the customer advised the tank was leaking in the initial claim, we did not want them to pay a service charge fee unnecessarily.
The customer took the policy out on 9/1/2017 and advised if he wanted to cancel what the prorated refund would be or they can reach out to *** to see if the issue can be resolved as per the policy
IX. MEDIATION
In the event of a dispute over claims or Coverage you agree to file a written informal claim with us and allow us twenty (20) calendar days to respond to the claim. The parties agree to mediate in good faith before resorting to mandatory arbitration. All written claims should be mailed to Total Home Protection, Mediation Department, *** or e-mailed to *** .
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 ***.
This company is a scam they will say what ever to get your business but when it comes time to pay a claim it's very difficult to even get it filed to start with but they will use every excuse in the book as to why they won't cover said item. Don't make the same mistake I did. Run!
Thank you contacting us with the above referenced review. We at Total Home Protection treat each review 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 customer placed a claim for Air Conditioner on 7/17/2018. 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 the same day. The customers policy did not start until 7/18/2018. 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.
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.
In an effort to provide good customer service we offered to send a vendor to diagnose the issue to see if we could offer some assistance. The diagnosis concluded that the compressor failed. This is a catastrophic failure to the unit which takes time to happen and could not have happened within the 30 day waiting period. The customer stated he wanted to cancel and we still offered to assist with a $500.00 good will, which the customer rejected. We cancelled his policy in accordance with the terms
XII. CANCELLATION
A. This Agreement may be cancelled by THP for the following reasons: (i) nonpayment of Agreement fees or other breach of this Agreement by the customer; (ii) nonpayment of Trade Service Call Fee, as stated in section IV; (iii) fraud or misrepresentation by the customer and/or customer representative of facts material to THP’s issuance of this Agreement; or (iv) a change in laws or regulations that has a material effect on the business of THP or THP’s ability to fulfill its obligations under this Agreement.
B. You may cancel this Agreement within the first thirty (30) days of the order date for a full refund of the paid contract fees, less any service costs incurred by us.
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 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