Total Home Protection

[redacted] A check in the amount of $has been issuedIf you have not received it between 10-business, please call us at [redacted] This complaint is resolvedNo further action is required from Total Home Protection.Thank you

Dear [redacted] ***,According to our records we have resolved this issue and we have repaired your water heaterThis complaint is now resolved on our end.Thank you for contacting us

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because: I have discussed this issue with THP, Dane M***, Mgrof Credit Dept@ THPHe did not say any more than, the A/C system is still in warranty from [redacted] and [redacted] should be responsible for the A/C unit at my residence, [redacted] lane, Temple, Tx I did talk to [redacted] 's Customer Service dept who explained the part that was defective was not under warrantyAlthough, when Austin was here from ***'s Construction & Services in [redacted] Texas told me the A/C unitwas not fully charged by [redacted] A/C Services when they installed the A/C & heating unit in March when the house was new.Truthfully, I think the responsible parties are [redacted] A/C & Heating Services and ***'s Construction & Services in [redacted] I intend to try to get my money refunded from these two companies in Small Claims Court Regards, [redacted] @ [redacted] 8-17-

Desired Settlement: Refund I would like to ask Total Homeshield Protection to refund the I was charged over the amount of my policy deductibleMr [redacted] disputed the amount of $We issued a refund check in the amount of $On July 15th, Mr [redacted] accepted our response to issue him the refund checkOn July 16th, the complaint was marked closed and resolvedTHP honored and resolved the issue with this complaintThere is no further action required on our behalf

Date: Mon, Dec 4, at 11:AMPlease be advised that we spoke to the customer and offered to waive all cancellation feesA full refund in the amount of $has been issued via checkCheck number [redacted] should arrive to the customer within 3-daysPlease close this complaint as resolvedThank you, Dave J [redacted]

To Whom It May Concern: Thank you contacting us with the above referenced complaintWe at Total Home Protection treat each complaint with the utmost respect and use this feedback to better serve our valued customers We are committed to providing a positive customer experience and doing the right thing for all our customers, contractors, employees, and our companyIn an effort to resolve this complaint, we will issue a full refund check to the consumer within 3-business daysWe 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 ###-###-####Sincerely, David J [redacted] Total Home Protection Toll Free: ###-###-#### www.totalhomeprotection.com

To Whom It May Concern: Thank you contacting us with the above referenced complaintWe 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 [redacted] purchased a Platinum Plan with NO optional coverage on 4/10/On 11/9/the customer called to place a claim for the refrigerator ice maker, and we advised that he did not purchase optional coverage for the ice makerThe customer advised that he wanted to cancel coverage since he did not have coverage for the ice makerTo retain the customer and provide good customer service, we added the ice maker coverage FREE of charged on the condition that he repair this failure as we do not cover pre-existing conditionsThe customer called us on 12/20/to make the same claim, and we advised again that we do not cover pre-existing conditions, and adding this coverage at no charge was on the condition that he first repair the failure and provide a receipt of the repairAs 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 VI OPTIONAL COVERAGE Optional Coverage requires additional payment per item, system, or appliance You may purchase any Optional Coverage for up to days after commencement of CoverageHowever, Coverage shall not commence until receipt of payment by us and such Coverage shall expire upon expiration of Coverage period in section IITHP went above and beyond to assist this customer, but we must adhere to the terms of serviceWe are committed to providing a positive customer experience and doing the right thing for all our customers, contractors, employees, and our companyWe 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 For further assistance or more information regarding this claim, please contact us [redacted] option *

To Whom It May Concern:Thank you contacting us with the above referenced complaintWe 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[redacted] placed a claim for his A/C unit on 3/28/17, stating that the unit is not blowing cool air and lines to unit are freezing up The claim was assigned to Residential Maintenance Solution The technician, John, stated the following diagnosis:Leak in the system, leak sealant plus lbs of Freon will be attempted to repair condensing coil[Total Home Protection authorized adding pounds of Freon, plus laborThe contract covers up to $per pound of refrigerant as stated under section V.A(We will pay up to $per pound per occurrence for refrigerantYou are responsible for payment of any costs in excess of $per pound).] The leak sealant attempt was unsuccessful - premature failure of the condensing coil, resulting in a non-repairable leak and requiring replacement of the condenser coil or the unit.Please take note of the following:Condenser coils are built to be very durable being designed to withstand weather and temperature extremes and with proper installation, care and routine maintenance the can last decades normally outlasting every other part in a condenserNon-repairable leaks in condensing coils less than years old are caused mainly due to a lack of proper routine maintenance, yet can also be caused by an improper installation or improper previous repair or design, and in rare instances a manufactures defect which would usually occur while unit is still covered by the manufacturer, the only other way would be physical damage, from lawn equipment, hail etc.1) Dirty condensing coils building excessive heat and pressure causing condenser coils to split or crack.SECTION V: COVERAGE, LETTER AAIR CONDITIONING SYSTEMSECTION VIIGENERAL LIMITATIONS OF LIABILITY, LETTERS: B, D & S.2) Dirty condensing coil leading to excessive rust and corrosionSECTION V: COVERAGE, LETTER AAIR CONDITIONING SYSTEM SECTION VIIGENERAL LIMITATIONS OF LIABILITY, LETTERS: A& D.3) Excessive charge in unit due to a previous improper repair.SECTION VIIGENERAL LIMITATIONS OF LIABILITY, LETTER: R.4) Restriction in the Freon system due to improper install or improper previous repair.SECTION VIIGENERAL LIMITATIONS OF LIABILITY, LETTER: R.5) Years of operation with excessive vibration from unlevel installation or other causes normally found addressed during routine maintenance.SECTION V: COVERAGE, LETTER AAIR CONDITIONING SYSTEMSECTION VIIGENERAL LIMITATIONS OF LIABILITY, LETTER: R.6) Physical Damage from various causesSECTION VIIGENERAL LIMITATIONS OF LIABILITY, LETTERS: P.& R.7) Manufactures DefectSECTION VII: GENERAL LIMITATIONS OF LIABILITY: LETTER E.This claim has been properly serviced in accordance with the Service Agreement - all contracts have inclusions as well as exclusionsWe 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 ###-###-####Sincerely,David J [redacted] Total Home Protection Toll Free: ###-###-#### www.totalhomeprotection.comTell us why here

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because: there is no corrosion on my furnace and it's cracked due to the explosion that happened in my attic while the one stop guys were there Regards, [redacted] ***

The technician must be contacted in order to proceed with this claim to find a resolutionYour claim has been assigned to [redacted] They can be reached at ###-###-#### or ***@surewest.netPlease contact the service contractor directly to schedule a mutually convenient appointment for the ice maker

Tell us why here...Revdex.com John FKennedy Blvd., Suite Philadelphia, PA 6/13/2017COMPLAINT ID: [redacted] To Whom It May Concern:Thank you contacting us with the above referenced complaintWe at Total Home Protection treat each complaint with the utmost respect and use this feedback to better serve our valued customersUnderstandably there are two sides to every story and we always look for a fair resolution between all parties[redacted] *** placed an electrical claim on 10/06/The contractor we sent out to diagnose the issue stated that he needed to run a new wire to resolve the issueThe claim was then determined to be a non covered issue due to the fact that we do not run new wires per our policy section 5-IWhen the customer called in and spoke with Stacy, we have offered half the cost of the repair as a goodwill gestureTo resolve any complaints against the company we are more than happy to issue you back months worth of payments back to you.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 serveIf you have any questions, please contact me at ###-###-####.Sincerely,David J [redacted] Total Home Protection Toll Free: ###-###-####www.totalhomeprotection.com

Revdex.comJohn FKennedy Blvd., Suite 1330Philadelphia, PA 191031/292018COMPLAINT ID: [redacted] To Whom It May Concern:Thank you contacting us with the above referenced complaintWe 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[redacted] placed a claim for a Air Condition not cooling on 1/22/ The diagnosis concluded that the cause of the failure was Rust/Corrosion on the Evaporator Coils and in the line setPer our policy this failure is clearly excluded from coveragePlease see the referenced section of the policy below;I BASIS FOR COVERAGEA Air Conditioning SystemNote: 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 [redacted] and/or R-equipment, and when we are unable to facilitate repair and/or replacement of failed covered equipment at the current [redacted] rating or with R-equipment, repair and/or replacement will be performed with ***/ [redacted] equipment and/or 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.ethermal expansion valves)We are not responsible for the costs associated with matching dimensions, brand or color madeWe will not pay for any modifications or upgrades necessitated by the repair of existing equipment or the installation of new equipmentWe will pay up to $per pound per occurrence for refrigerantYou are responsible for payment of any costs in excess of $per poundAll claims have been properly serviced in accordance with the Service Agreement - all contracts have inclusions as well as exclusionsWe are committed to providing a positive customer experience and doing the right thing for all our customers, contractors, employees, and our companyIn an effort to resolve this complaint, we are currently in the process of working through mediation with this customer to get this matter resolved.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 [redacted] Total Home ProtectionToll Free: ###-###-####www.totalhomeprotection.com

To Whom It May Concern:As per our original response, the contract is a 1-year termIf cancelled early, the terms of service state the following: “If this Agreement is canceled after thirty (30) days, you shall be entitled to a pro rata refund of the paid contract fee for the unexpired term, less a $administrative fee and any service costs incurred by usIf 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.” There is not an option to schedule a cancellation date and utilize services at the same timeIf cancelled early the consumer would be responsible to pay back any service costs incurred, as well as a $penaltyIn an effort to resolve this complaint, we have waived the $early termination feeHowever, if the consumer would like to reinstate services, please email a reinstatement request to [email protected] you have any questions, please contact me at ###-###-####.Sincerely,David J [redacted] Total Home Protection Toll Free: ###-###-#### www.totalhomeprotection.com

Total Home Protection properly addressed this complaint and cited applicable sections of the policy, which are grounds for denial of coverage All home service contracts have inclusions as well as exclusionsIn this case the A/C failure was as a result of a non-covered condition We sincerely apologize for your negative experience, but this failure is not included in coverageAs a gesture of good customer we can offer one free service call fee as a courtesyFor additional assistance, please reach out to us [redacted]

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: While the response was and definitely an accusation on what was fact rather than my assumption, I will gladly accept and be done with this companyAs long as I'm prorated BACK to when I originally made the initial complaint in March of No one ever did what they said they were going to do which was listen to my INITIAL call where I specifically asked if an ice maker was covered and Henry S [redacted] told me YESI have reviewed the response made by the business in reference to complaint ID [redacted] Regards, [redacted] ***

Dear [redacted] Thank you contacting us with the above referenced complaintWe 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 partiesAll claims have been properly serviced in accordance with the Service AgreementWe are committed to providing a positive customer experience and doing the right thing for all our customers, contractors, employees, and our companyWe sent out a check in the amount of $toward the replacement of your microwaveSince you have expressed that you are unable to find a microwave for that price, we are willing to go above and beyond and offer you an additional $toward the replacement

To Whom It May Concern:Thank you contacting us with the above referenced complaintWe at Total Home Protection treat each complaint with the utmost respect and use this feedback to better serve our valued customers We are committed to providing a positive customer experience and doing the right thing for all our customers, contractors, employees, and our companyIn an effort to resolve this complaint, we are currently in the process of working through mediation with this customer to get this matter resolved.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 ###-###-####

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] I will accept this as long as I get my full refund but they better find better people to repair people's appliances and even show up or call them back and let them know what's going on with there claim no one ever called back either thank you

Hello [redacted] ***, Since you cancelled the policy, we are unable to send you a technician to fix this issue. However, we will be more than happy to give you a full refund of $163.75. We are extremely sorry that this claim did not work out in your favor. We wish you the best of luck in the future.

Thank you contacting us with the above referenced complaintWe 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 [redacted] and [redacted] placed a claim for the refrigerator, stating the unit is not coolingWe assigned General Appliance & Insurance Service to diagnose the unitThe technician stated the following: “Compressor Is Shot Not Working Needs To Be Replaced, There A Line Restriction In The Unit Causing Compressor Not To Function.” THP does not cover Line Restrictions, as stated in the policyNOT COVERED: Racks; shelves; glass; lighting; handles; doors, door seals, hinges, and gaskets; Freon; disposal and recapture of Freon; ice makers, ice crushers, beverage dispensers and their respective equipment; water lines and valve to ice maker; line restrictions; leaks of any kind; maintenance; interior thermal shells; freezers which are not an integral part of the refrigerator; wine chillers or mini refrigerators; food spoilage; noise without a related mechanical failure; multi-media centers and internet connection componentsThis claim has been properly serviced in accordance with the Service Agreement - all contracts have inclusions as well as exclusionsWe are committed to providing a positive customer experience and doing the right thing for all our customers, contractors, employees, and our companyHowever, we insist that all consumers abide by the terms of serviceWe 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 ###-###-####Sincerely, David J [redacted] Total Home Protection Toll Free: ###-###-#### www.totalhomeprotection.com