Total Home Protection

6/13/ COMPLAINT 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**and [redacted] placed a claim for their air conditioner on 5/28/2017, stating the unit was not properly coolingWe dispatched Martins Cooling and Heating to diagnose the unitThe diagnosis concluded the cause of the failure was due to severe lack of maintenanceOur technician also found rust, corrosion, and mold with the unit, contributing to the inadequate working condition of the air conditionerPer our policy, we are unable to cover the above claim, since the unit was never properly maintained and was severely neglected throughout the years it was in useWe require all units in the home to be in proper working conditionPlease see the referenced section of the policy below; I BASIS FOR COVERAGE B Are in place and in proper working order on the effective date of this Agreement VII GENERAL LIMITATIONS OF LIABILITY A The following are not included during the contract term; (i) malfunction or improper operation due to rust or corrosion of all systems and appliances, (ii) collapsed ductwork, (iii) known or unknown pre-existing conditions, deficiencies and/or defectsD This Agreement covers only repairs and/or replacements due to mechanical failure attributable to ordinary wear and tearAccordingly, 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 propertyThis 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 failureAll 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 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 If you have any questions, please contact me at ###-###-####Sincerely, David J [redacted] Total Home Protection Toll Free: ###-###-#### www.totalhomeprotection.com

[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: First, MrDane M [redacted] ( A Representative of Total Home Shield ) disregarded my request of a second opinion ( SEE SECLINE D OF THE SERVICE AGREEMENT REGARDING THE CUSTOMER HAVE THE RIGHT TO REQUEST A SECOND OPINION WIDAYS ) Second, Per Total Home Shield I submitted a inspection report to them proving that the [redacted] Inspector checked all the appliances { ie stove,cook top, refrigerator,exhaust fan, and air conditioner ) and found ALL appliances to be in good working condition Finally, if MrDavid J [redacted] is truly interested in a fair solution he will reimburse me for the appliances that I was forced to purchased.Regards, [redacted]

Tell us whTo Whom It May Concern: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 service contracts have inclusions as well as exclusions. Unfortunately, this claim did fall outside the scope of the THP coverage. However, in an effort to provide good customer service and resolve this complaint, we will issue a full refund of paid contract fees. A check will be mailed to the consumer within 7-10 business days. 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 [redacted] extension *.Sincerely,David J [redacted] Total Home Protection Toll Free: ###-###-#### www.totalhomeprotection.comy here...

Total Home Protection properly addressed this complaint and cited the appropriate section of the policy, which was grounds for denial of coverage The notation that the company doesn’t disclose the options available is factually untrueOptions and coverage is listed clear as day at http://www.totalhomeprotection.com/plans-whats-covered as well as the booklets mailed to policy holders, plus optional coverages are listed during the online quote processWe give all consumers a 30-day free look period to review their coverage and opt-out for a full refund if requested All service contracts have limits as far was what's covered and what's not coveredUnfortunately, this failure did fall outside the scope of our coverageWe sincerely apologize for your negative experienceFor further assistance, please reach out to us ###-###-####

Dear [redacted] ,We apologize for your experience with usWe have processed your refund of $via checkWe have sent your refund check # [redacted] to the mailing address on file which is [redacted] **Pilesgrove, NJ ***If you have not received your check in the mail within a few days, please give us a call.Thank you!

Hello [redacted] ***, We are sorry to hear that you were not pleased with our serviceAll of the limitations of our policy were clearly specified in the literature received as well as online To sum everything up, the reason why the plumbing was not covered was due to rust and corrosion, which is not covered in several places in our policyGalvanized piping was mentioned as this material is highly susceptible to rust and corrosionThat is why the plumbing claim could not be covered F Plumbing System and Stoppage NOT COVERED: All plumbing in or under the ground, foundation or slab; all piping and plumbing outside of the perimeter of the foundation; any piping or plumbing in a detached structure; stoppage of concrete encased lines; any fees for locating, accessing or installing cleanouts; removal of water closets/toilets in order to clear stoppages, any fees for photo/video equipment, hydro-jetting equipment; jet or steam clearing; chemicals; stoppages caused by root invasion; stoppages caused by foreign objects, such as but not limited to, sanitary wipes, toys, bottle caps, etc.; bath tubs; toilet lids and seats; sinks; cracked porcelain; basket and strainers; passemblies; glass; bidets; electronic toilets/bidets; caulking or grout; color or purity of the water in the system; concrete encased plumbing; conditions of insufficient or excessive water pressure; conditions of water flow restriction due to scale, rust, sediment, and other deposits; exterior hose bibs; faucets and fixtures; water softeners; freeze damage; holding and pressure tanks; jet pumps; laundry tubs; lawn sprinkler systems; saunas and/or steam systems; polybutylene or quest piping; galvanized drain lines; drum traps; flange; repair and finish of any floors where it is necessary to break through to effect repairs; septic tanks and systems in or outside of the home; sewage ejector pumps; sewer and water laterals; shower enclosures and base pansWe will pay no more than $per contract term for access, diagnosis, repair and/or replacementIn regards to the water heater claim, the main tank is the only component of the water heater we do not coverThat too, is listed clearly in our policy under the water heater section 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; pressure reducing valve, sediment build-up, rust and corrosion; 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 gallons All 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 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 serveIn order to resolve this issue, THP will cancel the above policy and issue a full refund of $

Thu, Nov 30, at 3:PMHi ***, Thanks for looking into this for meWe came to a resolution with the customer last weekA settlement check in the amount of $has been mailed to [redacted] **, Cincinnati, OH ***Check number # [redacted] should arrive to the customer any day nowIf I recall correctly we forwarded a copy of this information to your offices last weekWould you be so kind as to mark this case as resolved? Thanks again for your help! Dave J [redacted] Get a Quote | File a Claim | Real Estate Pros | ContractorsToll Free: ###-###-#### | www.TotalHomeProtection.com

We apologize for the experience you had with our companyWe went ahead and cancelled your policy and gave you a full refund of $1,Best of luck in the future

[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]

[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: Time and time again we have issues with this company,So if a Doctor misdiagnosed a patient is the patient liable or the doctor,I use this example because I am not the professional ,your technician fixed my primary issue and the secondary issue sounds a little far fetched ,your technician repaired my ac and left,he then returned the following day and replaced something else.I dont want to be associated with this company any further,the offer of one free service call does not fix the history we have.I am still requesting the same ,return of all funds on both properties and we both go our separate ways,My hope is that this be our last communication,lastly if all else fails leave the Revdex.com rating so that others may know what I have experienced.Regards, [redacted] ***

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. Please note that the consumer received six free months of coverage. Since these months were free they were calculated in the prorated refunded. 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.com

Please note that we are in the process of contacting [redacted] of South Bay to complete the repairWe reimbursed the customer a total of $towards this claim.The customer can use those funds towards the repair, the remaining balance, if any, will be covered by THP as goodwillThank you

I am adding the invoice from the Contractor and no where does it state that the compressor was not serviced properlyAlso, the compressor is a sealed unit and therefore unable to be servicedBased on this information, my husband phoned again and spoke with Mark at extension Per Mark: "we
review what is being said and make our determination on what is going on here in the office"When asked how is that possible if your contractor is saying one thing and your company is "deciding" on something elseMy husband stressed the fact and continued to asked how they could make such a determination without even seeing the unit or going against what the contractor states is happeningNo response just a continued statement of denial due to maintenance.I want may AC replaced based on what the contractor states needs to be done to get it operational again

Dear Ms***, We apologize for what you are experiencing with your claimIf you can send in your maintenance records for the unit, we will be more than happy to assist you as soon as possible. Thank you

*** *** paid $for his policyWe will refund the amount of $to *** *** as soon as he accepts our offer

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 partiesOn 8/10/the consumer placed a claim for her plumbing and electrical systemThe claims were assigned to an authorized technician whereas the consumer is responsible for scheduling a mutually convenient appointmentIn the event the technician does not show or is unprofessional, we do monitor and track this feedbackContinued complaints against vendors will result in suspension or even dismissal from our vendor networkWe are committed to providing a positive customer experience and doing the right thing for all our customers, contractors, employees, and our companyShould the customer still require assistance with these claims we will agreed to waive the $deductible due on each claimIf the consumer would like to cancel services at this time, we will agreed to a prorated refund of the unused term, and waive the $termination fee as a courtesyTo proceed with cancellation, please call us at ###-###-####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. We look forward to assisting you with a resolution Sincerely, David J*** Total Home Protection Toll Free: ###-###-#### www.totalhomeprotection.com

I am writing to say that Total Protection and I have come to a fair resolution.*** * ***

Hello *** ***, 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 partiesYou placed a claim for the garage door opener on 6/29/2017, stating the door was not opening/closing all the wayThere are a few discrepancies with your complaint that need to be brought to lightThe unit could not have suffered it's first failure on July 5th...you called the claim in to us on 6/29/at 5:pmThe spring was never reported to us as being broken, not by you or the technician who went outThe technician found that there were multiple component failures of the control board and the rpm sensors. We asked the technician was this caused by a power surge and were told no, that they had gone out due to wear and tearThe technician was then asked would the unit have worked if any one of these were outThey replied that the rpm sensors most likely went first, and that it would be possible to operate the unit without them, and the control board most likely went out some time afterSeeing as how you placed this claim days after the policy start date, this was deemed a pre-existing issue. We also do not feel in any way that you planned thisOur policy states that "any known or unknown pre-existing issues will not be covered"This was obviously an unknown pre-existing issueWe are sorry that this claim did not work out for you in your favor, but we certainly do not put fraud accusations against our customers. We would have been able to assist you in some manner or another, but the policy has already been cancelled per your requestWe wish you nothing but the best moving forward

THP has issued a refund check in the amount of $on 10/27/Check # *** has been mailed to *** *** ***, Carrollton, TX ***Please close out complaint accordinglyThank you!

[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 ***, and find that this resolution is satisfactory to me.
Regards,
*** ***