Total Home Protection

Total Home Protection does not provide service in a timely manner. As a Property Manager, myself and co-workers can completely understand a high call volume and long wait times especially after a Holiday weekend. However, I have been on hold for 4 and half hours attempting to place a recall for a work order pertaining to an hvac unit. During this stint of time, I have been hung up on a total of 4 times, once after requesting to speak with a supervisor. The original issue reported was that the unit was not blowing out cool air. The original vendor Serv-All was a no show so the work order then had to be re-assigned to a separate vendor. Now after said vendor (assigned by the home warranty company) has visited the property and made a repair the tenant is now having an issue with the unit not blowing any air at all. This company is telling my company that we will not be able to place a recall for this "newly" reported issue. A separate service call fee will have to be paid to send another vendor out to diagnose the issue. Even though the original issue was reported only 12 days before today. This is completely absurd and acceptable. I do not recommend Total Home Protect to any homeowners as they have been nothing but a nuisance to work with. Finally after speaking with the Supervisor Tay (I believe her name was) we finally resolved this issue. This was not without an outstanding wait time, numerous hang ups, and numerous rude employee's. Total duration of phone call including hang ups would be 4 hours and 15 minutes. If you are a Real Estate Professional, I would not recommend this agency to a homeowner. Thank you Tay for your assistance regarding this matter.

I signed up with this company in October 2017. I called in May of 2018 for an air conditioner company to come out and repair my AC. In speaking with the customer person on the telephone, our communication was very difficult. Could NOT understand him 90 % of the time. I had to keep asking him to repeat what he said to me. He informed me that I would get a call from a AC repair shop, and I could make the appointment once I received the call. Well...............the company that called was Godfather of Heating Service
!!!! I did my homework immediately and googled them, and they have a 2 Star Rating with the Revdex.com and lots and lots of complaints!!!!!!! This is an sharp eye-opener with me, with this Total Home Protection Service. Can anyone say CANCELLED POLICY!!!!!!!!!!!!!!!!!!!!!!!!!!!!
When I called to complain about the service company they had given to me, I was put on hold twice, put on hold again, and then a recording came on to say they were closed for the day!!!!!!!!! Horrible, Horrible, Horrible Customer Service!!!!!!!!!!!!!!!!!!!!!!!!!!!!

Stay away from this company. I live in Texas and for the last week the temps have ranged from high 80's to 90's. My air conditioner went out on Tuesday. I had been told when I purchased the coverage they had operators to help you 24/7, This is not the case they have people 9-7 and then you receive an email the next day (Wednesday) for you to contact a repair person. I did that and was told the repair person was too busy to help. I called Total Home back and was told I could NOT change repair people even though the repairman told me he was too busy. When I call the repair person back he said he would squeeze me in. He arrived at 6:30PM looked at it & told me I had two boards out and it would be Thursday evening before he could get to me. I called got an manager and was again told I could not have another repair service. They said I could contact someone of my choosing. I had read on the internet Home Service had refused to pay that person so I told them what I had read. There was no response from the supervisor other than I would need to wait for the first repair person. Thursday I had no air and the house was in the 90's. I again called Total Home to complain and they told me they only covered the first failure. That though the second part going out was caused by the first they would not cover that part I would have to pay for that part. The repair person called Total Home to see if they would put me up in a hotel - they said no they did not provide that service. Finally Friday the repair person called and said he had to go to another job site and then would come to my house to fix my air conditioner. At that time he said I had one board out and another part. I told him he had told me two boards before, but he said he had been wrong - WITHOUT EVER COMING BACK TO SEE WHY THIS HE CHANGED what the problem was. He arrived at 10:30 AM told me he had quit Total Home because they refused to pay for parts. He brought some parts with him none in a box or showing the Lennox brand and said he would put these parts in, but did not know how long it would hold me. I did NOT hear anything from the office of Total Home. Instead I received an email from them telling me to call another repair service. This is now Friday night 4 days after I started calling them. Their customer service is the worst I have ever encountered! I have had this company for 10 months and this is my first call.

A couple days ago my bathroom floor was completely flooded from a plumbing problem with our toilet. Luckily we have this home warranty and I called right away! The customer service rep that I talked with to get a plumber here right away was awesome! He (I think his name was Adam) was so pleasant and knew how to help me right away! He was super efficient and took a lot of the stress out of the situation. I couldn’t thank him enough! I had a great experience and while I hope I don’t need them again I’m so happy they are there when I do.

I was confused about the whole process and did not know what to expect. I had never heard of a home warranty before, nor had I ever been a homeowner before. I called Total Home at the recommendation of a friend of mine. A very patient and kind representative explained everything to me, and I got off the phone feeling confident that I had all my questions answered. There was not one sign of rudeness or impatience. At the end of the day, I left feeling happy and content with choosing to purchase my home warranty through THP. I have since used it to do major (necessary) repairs for my guest bathroom. I am now proud to have guests over, because my bathroom looks and functions so well. The contractor who was scheduled to do the work was so professional. I am impressed!

I am complaining about this company, TOTAL HOME PROTECTION because I am a care giver for a Disabled Senior Veteran and I want people to know that this company is one of these companies that take advantage of Disabled Seniors and Senior Veterans. This company is a total scam off and will look for any reason to get out of paying any claim. The salesman will lie and tell you that that everything they cover, if it breaks down they either fix it or replace it, It is that simple. He said we do not play games like other home warranty companies. Which was a flat out lie. Do not believe them they are a bunch of lying crooks. I had a condenser go out and they were supposed to replace it. I had my claim assigned to a contractor who was too busy to return my call and set up an appointment. It then took two days and never got my claim reassigned to a contractor .. I had to find one myself and he came out to see what was wrong and he found the problem at 6:30 pm I called total home protection to get an authorization for the technician to do the job, only to find out they already went home. Their hours are east coast and do not have anybody that stays open to answer calls to 7 pm on the west coast. So, if you live on the west coast avoid this company. I live in the desert and take care of a Disabled Senior Veteran who has had three heart attacks and is on a fixed income and that was why he purchased this home warranty to begin with, cannot be in heat for a long time...I had to get it fixed. So I told the technician to fix it..I was told to have to take pictures of what he replaced .. I did that. Then I was told I needed to take pictures of the inside of the unit and of the fan blower motor that the technician said is going out to move forward with our claim I called the technician back and he came back and took pictures. The manager said he would pay for the $69.00 service as well as the first service call fee. .I gave the pictures of what the technician replaced and of the inside of the unit and the fan blower motor that was going out.... and now this morning they told me that they are not covering anything because my unit was dirty. They are telling me that the problem happened because we did not have anyone out to clean the unit. Which is a total lie. The unit is over 15 years. We bought this house 3 years ago. We had a person check out everything when we were purchasing and everything work fined there was no problems. The unit is old and it is outside and is going to get dirty. The real reason was caused by normal wear and tear...The problem is this company and not wanting to honor their policy. My A/C was covered under the warranty. They say because it was dirty that they are not going to cover anything. The manager said he would reimburse me the service fees of $69.00 for both calls. A total of $138.00 and now they are telling me that they are take $45.00 off the top for a service fee they are charging me for a technician that never came out or was assigned to our claim. Remember this company so you can avoid this company. They are a total rip off and will not honor their coverage and are taking full advantage of a Disabled Senior Veteran. The actions of this company prove they have no regards for military veterans or seniors. They are a prime example of companies that mistreat and abuse Veterans and Seniors, when veterans, are the only reason their company would ever exist... TOTAL HOME PROTECTION, remember this company and avoid it like the plague, because they are liars and do not care about veterans or seniors. This company promises the world and delivers nothing.

do not do business with this company they do not pay their bill I am a contractor and they refused to pay our invoices

Two thumbs way way up! My stove broke on Monday and by Tuesday I was back to cooking dinner for my family. Deciding to invest in a home warranty was one of the smartest things I ever did. Also I want to personally thank Tom in customer service, he was amazing. He listened and assured me I had nothing to worry about. He assisted me in selecting and scheduling a contractor. Tom did a great job because the contractor was so knowledgeable and experienced. He fixed my stove in a jiffy. Money well spent. Thank you.

I had some questions about my home warranty after purchasing it on a whim so I gave Total Home Protection a call to find out some more details. I must say, the customer service was very good. I was not on hold for more than a minute before I was able to speak with a live person directly. Our conversation was very informative, and she offered me a lot of information that I wouldn't have thought to inquire about otherwise. I must've been on the phone with her for close to 30 minutes, and she was completely patient throughout the whole process. Its hard to get good customer service nowadays, so I was really surprised. I'm now more informed on how my warranty works and I am confident that once I decide to use it, if I need any help, someone will be ready to help me at Total Home

A few months ago, I felt like my house was falling apart. My dishwasher, my plumbing and my washer/dryer combo all needed repairs at the same time. I couldn't imagine being able to afford to do it all at once, nor could I imagine having the time to sit around at home waiting for repair people. I was so stressed and aggravated with life! But that quickly changed when I decided to inquire with Total Home Protection about the warranty I had purchased when I bought my home a year ago. I spoke with a customer service rep named Greg who was more than helpful in easing my mind and helping me figure out the process and payments. THP made it so easy for me to get everything fixed - they already have skilled contractors who they can schedule to come out to you. The claims process was one and done. And for the amount I paid to purchase my warranty, I got a steal of a deal on the repairs. I'm so thankful for THP and their spectactular customer service. They made my home finally feel like it did when I first moved in. Highly recommended!

When I had my water heater die, I was freaking out. It was the middle of winter and I knew I couldn't shell out the money to replace it immediately. I called Total Home Protection to find out if my heater would be covered. I was afraid to tell them that I needed a replacement, but once I described the damage to the sales rep, Gabby, she knew that I would more than likely need a replacement. She assured me that replacements were covered as well, and I was relieved. She did a fantastic job at calming me down and walking me through the process. I felt a ton better afterwards, and the situation was handled quickly. My water heater was replaced in less than 48 hours. A+ customer service!

I purchased an warranty through Total Home Protection for my vacation house in Florida. I'm not there all of the time so sometimes it gets neglected, but when I am ready to stay there, I like to make sure that everything is up to par. I stayed there with some friends last year, and because it was such a large group of us, a few of my appliances were damaged. Maybe from being overworked? I'm not sure. Anyway, with THP, you basically call them for repairs and they are efficient, very helpful and courteous. The communication skills are on point. Once they review the problem, they call to let you know what need to be done and if you are covered or not.
I decided to get everything fixed before my next stay. I spoke with a customer service rep about my options. I think her name was Cathy. She worked with me to schedule the contractors I needed around my availability. She made great suggestions bout which contractors I should have come at the same time, so there wouldn't be a ton of people working on every part of my house at once. Cathy was awesome, and so were the contractors! I had my shower head, my dryer, my bathroom sink and my central air system repaired. My warranty covered a large fraction of those costs and the process could not have been more efficient. Additionally, I have recently scheduled someone to go take a look at my pool, as I am gearing up to head back to the house. I am very pleased with THP's services.

Recently, my garage door malfunctioned, causing me to drive my car right into it. Both my garage door and the front of my vehicle was damaged from the accident. I had to pay for my car repairs out of pocket. My garage door, however, was covered by my home warranty plan with Total Home Protection. On the day of the accident, I called up their customer service line and spoke with a client care specialist named Jennifer. I had always had great experiences with the customer service at THP, even prior to me becoming a customer. Jennifer greeted me kindly and talked me through the process of having the repairs done to my garage. She assured me that they had the perfect contractor in mind who was well-experienced in the maintenance and repair of garage doors. He would also be available to come by today if I wanted it done right away. I was thrilled to hear that. The contractor came by within an hour and assessed the damage. As Jennifer had shared, he was definitely experienced and knowledgeable. After looking at the damage, he delivered what I thought to be bad news, "Your garage door is damaged beyond repair and needs to be replaced." Luckily, I knew that my warranty covered replacements as well. The contractor ordered the new door and came by to fix my garage two days later. My garage door works perfectly now and I haven't had an issue with it since. I am very satisfied with the outcome. This home warranty is the best you could have and saves me so much money on repairs.

Good if you want to feel like you have protection - but don't expect them to actually pay for anything.
Sign up was easy - took my money never heard back. Had to call 3 times to get an email and hard copy of how to file a claim and plan covarage. No website to file to track claims
Signed up 3 month ago and had 2 claims flied. Both were rejected due bogus interpretation of their own service agreement in direct contradiction to what is written in there:
1. Toilet stop leaking - they said there is corrosion which is why the leak happened and anything corrosion related is not covered. Well - of course there is corrosion after in has been in place for 20 year. Any old plumbing instrument failure can be related to corrosion in some way allowing them to reject all such claims!
2. Water heater turning itself off - Had 2 (!) independent technicians come in and say the Gas valve needs replacement and it does not make sense to do it because it is almost the cost of a new water heater. Guess what - REJECTED! they turned into a sediment buildup which is not covered. There is not relation between gas pilot light going off, and sediment inside the tank. Just a way to weasel out!
As I wrote - The name and advertisement makes you believe you are totally protected. The only protection you will get is on the money they took from you - well protected in their bank.

My wife called me panicking because she could not get her car out of the garage. The garage door refused to open. She was running late for work and was immediately becoming stressed. The garage door opener was making a grinding sound that we'd never heard before. I called Total Home Protection and they sent someone out the same day. The process was probably one of the easiest I've gone through to get something repaired. And the best part of it was, I did not even have to pay anything out of pocket!

The contractor came right on time, and was able to get the garage door open immediately. He then repaired the garage door after pinpointing the issue, so that we would never have this issue again. He even took a look at the garage door opener and tested it a few times to make sure it was running smoothly. I can happily say, since that day, I have never had an issue with my garage door again. My wife and I are so glad we purchased our warranty from Total Home. You saved the day!

I am a landlord who purchased a Total Home Protection (THP) policy at the suggestion of a broker I work with. THP panned out to be exactly what he described to me. We find THP most beneficial during turn-over, but most recently, I had some tenants move out last-minute and left the apartment in disarray. They hadn't reported any of the issues with the appliances so I was left with a broken dryer, and a faulty oven.
My broker quickly received a few offers on the apartments, but we both knew we needed to have some work done before anyone moved in. I was lucky to have THP because it saved me so much time and money. Once I submitted my request, THP quickly responded with reputable service providers, who I coordinated with directly. I was able to have my dryer fixed the next day and the oven fixed two days later (after waiting for a part to be delivered). It was a quick and seamless process, exactly what I was looking for.

As a Contractor, I have the same experience as Laura G. After submitting my two invoices, a month later THP says it has not received them. Resent invoices and now THP does not acknowledge. My attorney sent a letter giving them thirty days to pay. Still no response.

I had to cancel my service plan with total Home Protection. They refused to pay for repairs to my AC unit, because they claimed the coil that needed to be replaced was under warranty from the manufacturer. They told me to call the manufacturer!! How does that help get my AC unit fixed?? I was also told by the contractor they assigned to my claim that they dispute these claims with them all the time and refuse to pay them! This is not the Service company you want to work with!

This company ignored federal and state law when it comes to emails. I track down affiliate marketers and the companies who hire them and Total Home Protection hires affiliate marketers who send unsolicited commercial bulk email (SPAM). I've tried to reach out to ownership, Mr. Ronald Seruya but he ignores me. I urge people that have been scammed by this company to contact their Attorney General's office of consumer protection as well as their division of insurance. 97 complaints in under 2 years is unheard of. Its surprising they are still in business. Know this, the SPAM this company's affiliate marketers sends you is illegal and a federal crime. Report them to the FTC!!!

I have compiled information on this company and centralized complaints on my website www.getevenwithspammers.org if you want to see what others are saying about this company's practices.

Have a contract with Total Home Protect.
I am also a contractor, in Ohio ,with a A+ rating for over ten years.
My experience with Total Home Protect, and their local service provider: heating and air/cond,
was very favorable.
There were ordering and timing issues, not the fault of the service provider.
Considering the cost savings, shipping delays due to availability of parts, and service contact: I consider their service work, and staff, to be first rate.