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Address: 300 Mcgaw Dr Ste 2, Edison, New Jersey, United States, 08837-3708
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I am very happy with Total Home Protection. I wouldn't switch them for the world! My refrigerator went out overnight, so of course, I contacted THP. I talked to Amanda and explained to her my situation. She was so polite and understood what I was saying. She assured me that my problem would be fixed in no time and scheduled for a technician to come out later that same day. He kept me informed on everything, and all I had to do was pay for the deductible. Do you see why I won't leave? They are very dependable.
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 ***.
Total home protection intentions are not sincere in wanting to help the customer. They'll put you off for everything, they'll even refer you to a business for your repair. Only to have that business say they no longer deal with Total Home Protection because do not want to spend any money. A total JOKE !!!!!
What I appreciate most about using my home warranty when I've had to use it are the choice in contractors that are chosen to perform repairs and replacements in my house. Total Home did a really great job at hand-picking these guys. They are top notch. I've always received superior customer service, and I am relieved to say that the home repair professionals that were assigned to my case were quick, on time, and got the job right on the first try. I've never had an issue with something breaking down again after being repaired by them. Having access to this network is invaluable. There's not a lot more you can ask than that.
I absolutely love Total Home Protection My garage door had been giving me issues getting stuck randomly during the winter. Well, come summer it decided it wanted to jam and not want to come down. I made a service call and they were able to arrange for a technician the job quickly. Exceptionally friendly staff and pleasant to work with. They were able to repair my garage door chain and now I can just pull in again. Customer service handled this very well.
After getting my dishwasher replaced- I had to come write a review. I was already dealing with piles of dishes from my family on a nightly basis. My dishwasher was a reliable friend that I cherished. The night it stopped working I realized just how much I relied on it! The piles quickly turned into mountains, my stress skyrocketed, but my budget just could not fit in a new appliance. I reached out to the company in hopes of them fixing my dishwasher. My husband was skeptical because I am pretty sure I broke it from consistent usage. But it was worth a shot- and I was so pleased with their response. The dishwasher was covered, but they could not fix the old one- they replaced it with a NEW dishwasher! It took a couple of days, but the customer service was very clear with the process and they were helpful from start to finish. I am moving mountains of dishes in no time these days- I am one happy Momma! I recommend their home warranty to all homeowners. They did a great job in keeping this customer happy.
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 1-800-545-0402.
Called to submit a claim (my first) on a Friday. Heard nothing from them by the following Wednesday so I called them back. Got a call a few hours later telling me the problem was not covered and that it "must have been a pre-existing condition". This was 4 months into having their coverage. I called and complained, They reopened my claim that day and it took until the following Wednesday to get me in touch with a contractor to come look at the problem. I called the contractor to set up an appointment and they told me they had just literally hung up the phone with Total Home Protection, and that they do not do any work for THP. So now it has been 13 days and I did not have anyone coming. I called and ended my relationship with them. When I switched to them, they offered quite a discount from my previous Home Warranty Company, and I got discounted service.
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 also placed a claim for a Air Conditioner leaking water on 7/12/18. The customer was advised that the unit leaking water is a maintenance issue and not covered under the policy but we would still assign a vendor to go out and look at the unit. The vendor we assigned was brand new with our company and decided not to work with warranty companies. 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.
Due to the vendor not working with warranty companies we needed to assign a new vendor. The customer requested to cancel which we honored his request.
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 ***.
Second time I've called this company out to find out it's "not covered" in their exclusion section (which you're never told about when you purchase the warranty). The only thing Total about them is they're a TOTAL rip-of
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We are not a customer of Total Home but rather a contractor. They contacted us to do a service on behalf of one of their customers in January 2018. We were given approval for the work and given work order and approval numbers. We submitted the invoice a day later. We still have yet to be paid. We have had so many excuses, and they speak to us like it is our fault. We followed all of their required protocol only to still not be paid. We will never do business with this company again.
I gave up trying to get help on any breakdown for 11 months. July they started calling to get me to give them more money for another year. In the last year they sent out Coastal Heating and Air who told me they never authorize anything, I have now replaced an air handler and a total air package. When they started calling me again my last unit started having trouble so I called them and what a joke. They want to talk about a call I made in March. What a joke. I have called the Revdex.com and they have also told me all of the complaints they received. For this website to still have an A- is a joke. This is the worse company that I have worked with . I wouldn't give them a star if they were the only business in the area. I do plan on contacting Laura Donovan.
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.
This customer placed a claim for a Air Conditioner not cooling on 8/25/2017, stating the last time the unit was working was a week ago. The diagnosis concluded that the cause of the failure was Rust/Corrosion on the Evaporator. Per our policy this failure is clearly 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.
A new claim was placed on 7/19/2018 stating the unit was not cooling. If a item is non covered on a prior claim, we request a proof of repair going forward. We were advised this was a different unit and we assigned a vendor to the claim. We are now waiting for the diagnosis in order to proceed with the claim.
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 1-800-545-0402.
Total Home Protection is pre-programed to fraudulently deny valid claims and thereby improperly negate the coverage they promise. They jump to claim “preexisting condition” whether or not they know of a legitimate, valid basis. Then they don’t even inform their customers that they have denied the claim—- even for seniors waiting for their air conditioning breakdown to be repaired and regardless of the hot spell. They need to be put out of business. BEWARE!!!
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 claim was placed for the Air Conditioner on 7/9/2018 stating it was not cooling. 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. We assigned a vendor and received a diagnosis stating the Condenser fan motor and Capacitor had failed. 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 7/8/2018. Being a motor is a mechanical failure and does not fail within a short period of time and there was also an additional failure, our Authorization team determined the unit did not enter the policy in proper working condition.
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 ***.
I was surprised at all the things my home warranty covered. When my ductwork fell into disrepair, I was very concerned about the cost. Moreover, I wasn’t sure my home warranty would cover such a repair. Thankfully, Rob at customer support was more than willing to go over my coverage with me. He, also, helped me put in a claim right away. Within the next couple of days, the ductwork was fixed, and I was a happy camper. I would recommend a getting a home warranty if you don’t have one already. Very happy with Total Home Protection!
WORST COMPANY EVER. if you expect good service, do not use this company. If you expect service, do not use this company. My fridge stopped working. I called Total Home Protection and they sent a technician out. The company said a part was needed. They ordered the part but when they came to install the part, they realized that the 1st part had caused a secondary problem. The secondary problem was not covered. The 1st part cost $35 (covered), the second part cost $150 (not covered), This is not the end of the story. The second part was no longer manufactured so they denied the claim. Actually they offered me $150 for a fridge that could not be fixed. What a rip-off. They will not allow you to cancel either. If you want to cancel you have to pay $50 and whatever they have paid to a technician. They at that I would have to pay about $400. Of course this is not explained to you when you sign up. Like I said - WORST COMPANY EVER
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 customer placed a claim for a Refrigerator not cooling on 6/2/12018. The diagnosis concluded that the cause of the failure was 2 boards failed. There were multiple compontent failures and 1 part was no longer available. As per the policy
VII. GENERAL LIMITATIONS OF LIABILITY
U. We have the sole right to determine whether a covered system or appliance will be repaired or replaced. We are responsible for installing replacement equipment of similar features, capacity, and efficiency, but not for matching dimensions, brand or color. We are not responsible for upgrades, components, parts, or equipment required due to the incompatibility of the existing equipment with the replacement system or appliance or component or part thereof or with new type of chemical or material utilized to run the replacement equipment including, but not limited to, differences in technology, refrigerant requirements, or efficiency as mandated by federal, state, or local governments. If parts are no longer available, we will offer a cash payment in the amount of the average cost between parts and labor of the covered repair. We reserve the right to locate parts at any time. We are not liable for replacement of entire systems or appliances due to obsolete, discontinued or unavailability of one or more integral parts. However, we will provide reimbursement for the costs of those parts determined by reasonable allowance for the fair value of like parts. We reserve the right to rebuild a part or component, or replace with a rebuilt part or component.
When parts are no longer available we offer a cash payment in the amount of the average cost between parts and labor. We offered the customer $300.00 which she accepted.
All claims have been properly serviced in accordance with the Service Agreement - all contracts have inclusions as well as exclusions. We are committed to providing a positive customer experience and doing the right thing for all our customers, contractors, employees, and our company.
I received a recommendation to purchase a policy from this company from the prior owners of my home. I was somewhat skeptical about the quality of service provided because they honestly did not take the best care of the house. Little did I know, I would soon find out when my refrigerator went out. I called expecting the worst, but hoped for timely service, at a decent price. Thankfully, I experienced an easy, straightforward process, explained in detail by a pleasant customer service rep. I learned the timeframe involved in processing my request, when I could expect the service technician to arrive, and additional policy information I wasn't aware of. When the technician came, he was definitely on time and just as professional as the rep I spoke with. Finding out how little I would pay for his service was also a pleasant surprise and huge relief. At the end of the call, I was left with a positive first impression of Total Home Protection. Customer service was great, they have an efficient claim process and affordable rates. I am confident my service needs are in the hands of a very capable, quality warranty provider.
I was in the market for a home warranty plan after having to pay out of pocket for a ton of repairs in my home last year. Those repairs really put me in the hole. I did most of my research on Revdex.com, and Total Home was about the 6th warranty company I contacted, but they stood out the most because of my conversation with one of their reps, Jenny. Jenny was extremely knowledgeable about the company and their products, as well as the "real-world" happenings of their customers. She cited real examples of customer issues and how Total Home worked to fix them. Jenny really sold me on the usefulness of the warranty, and offered me a quote that was well within my budget. I decided to purchase a customized policy right then and there. If any of the other Total Home reps are like Jenny, I think I am in good hands.
I've had a positive experience being a customer of this company. I recently called in the service line because I felt that my understanding of how to use my warranty was insufficient. I really wanted a refresher prior to me having to use my warranty. The young lady that helped me out over the phone was really great in providing service. She answered all of my questions in detail and give me a few helpful tips in getting the most out of my warranty. She was very knowledgeable and had lots of patience as I asked multiple questions and had a few concerns. I felt appreciated as a customer and was put at ease by the time we ended our conversation. Based on that experience and the great deal I got on my warranty, I’d highly recommend this company.
I have had some not the best experiences lately with customer service in this day and age of technology so to write this review is a treat. The recent customer service exchange I've had with this company is one of the warmest experiences I have had in while. The service was personal and very pleasant. The rep I spoke with listened attentively and helped me figure out what it was I was going to need to have my air conditioner malfunction resolved. This was the first time I was using my warranty for a repair, and I was really unsure of what to do. My husband had handled the claims process the last time we used it. All I wanted was to have my AC repaired. This is not the time of year to do without air conditioning and she was very understanding of that. The company sent someone out to fix my air conditioning the same week. The technician was actually on time (thank you!!), and really, really professional. He seemed genuinely happy and comfortable doing his job. The process was smooth and painless. I am extremely impressed with the care and attention I received during the entire process and I would recommend this company on the strength of their customer service alone.
A contractor for the washer/dryer is across town 60 miles and gives me a window of 2 hours. Wasn't going to work for me--I do not live there. The only have one Washer/Dryer contractor?! The answer is YES. How limited is that. Then I wanted to cancel Angel, a manager of Retention is going to take half of the money to cancel the two policy that I wanted to cancel. He was not kind about it--not warm or concerned. Spoke to me as if we were in a brawl on the streets. I paid $386.00 for each home. He wanted to give me 174. and some change back for each policy. How ludicrious is that. Never again!!! I will not renew with these people. They are rude and have no customer service skills. I used to teach it--so I know it. I will go back with Choice Home Warranty next year. I changed and really only changed because they seemed to have more. They fooled me. They are liars. We know the grass is not greener on the other side. And this is the truth. I am sorry I changed to be honest.
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 submitted claims on 6/29/2018 for a Washer and a Dryer stating the dryer was not heating and the washer would not come on. We assigned a vendor on the same day. The customer contacted us to advise that the vendor was only able to come within a 2 hour window which did not work for her. All appointments have a time window as an exact time can not be given. Although there are other vendors in our system, she stated she wanted to cancel the policy. We advised she could go through reimbursement where she can get her own vendor who could accomodate a better time for her but she refused and wanted to cancel the policy which was processed as outlined in the Terms & Conditions of the policy. An applicable refund of $236.91 was refunded on 7/16/2018.
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. All cancellation requests must be submitted in writing.
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 coverage, please call *** to process this request.
I am very satisfied with the exceptional customer service provided to me by Paula at Total Home this past week. She was very professional and clear on how to file a claim. Paula was mindful that I didn't have much time to talk so she sent me a email further explaining all the fine print. Now if I'm ever in a situation where I need to act quickly in filing a claim, I can do so comfortably with Paula's instructions.
We found out the hard way that there was a leak in the bathroom, specifically behind the tiled wall of the shower. The wall of the bedroom on the other side of the shower was getting some serious water damage. My first instinct was to call my plumber. He explained to me what was needed to be done and he would handle the bathroom repair but said I would need to get someone else to repair the bedroom wall. Plus, the estimate he gave me was very pricey. And I haven’t even called a drywall guy yet! That’s when my wife told me to contact our home warranty company. I spoke with Sabrina who explained to me that the warranty we had purchased from them did not just cover appliances but our plumbing as well. She had someone come out the next day to not only fix the leak and I paid such a minimal price for the service, I was able to comfortably afford to fix my bedroom wall. I could not thank Sabrina enough for helping handle that situation for me and scheduling such an awesome contractor.
Before I purchased a house, I never knew that there would be so much to do. No one really talks about that. My agent actually did. She recommended that I look into getting a home warranty from Total Home.
When I called in to find out more information, I was a bit nervous. I think that the rep, Katie, could tell. She was so kind to me and walked through each plan, and then section of the contract and stopped to explain the things I didn't know further. When it came down to which plan, I didn't know what to choose. I did not know that how much protection was needed, but Katie made me feel safe and helped me to choose the plan that was right for me. I am so happy with the customer service I received from Total Home.