Total Home Protection

From: Walter Thorson*** *** *** ** *** ** *** **
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*** *** ** *** I have not received any of my money back or the answer to the $ I paid to the company that was sent out why was this not answer in my acceptanceand will I receive refundThis has not be told to me .and I do want to thank you for all your help with this matter Thank you so much but I still have not received my fund back and how are the company sending it to me this was not states by this firmI still waiting what do I need to do as I said in the past they don't answer my question be for and I don't thank things will be any betterAgain Thank you for your help*** ***
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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*** *** placed a microwave claim on 59/11/The contractor diagnosed the unit stating it was not worth repairingPer the policy, THP reserves the right to offer cash back in lieu of repair or replacement (VWe reserve the right to offer cash back in lieu of repair or replacement in the amount of our actual cost, which at times may be less than retail, to repair or replace any covered system, component or appliance.)The consumer failed to make her last monthly payment for serviceWe advised her that the policy premium must be current prior to releasing payment for policy benefitsMsHarbin refused to pay her monthly premium and we advised that we can only release the check once the policy is brought to an active statusIf you have any questions, please contact me at ###-###-####Sincerely, David J*** 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*** placed a claim for her dishwasher on 1/23/The claim was assigned to *** *** of West Denver the very same dayThe technician diagnosed the unit and started that the unit was not worth repairingAs per our policy, THP reserves the right to offer cash back in lieu of repair or replacement in the amount of our actual cost, which at times may be less than retail, to repair or replace any covered system, component, or applianceThe consumer was dissatisfied with the terms of service and elected to cancel coverage with THP representative on 1/27/*** was advised that upon cancellation of her service she would be responsible for any service costs incurred. The consumer can not request cancellation of service, as well as enjoy the service benefitsIf service is cancelled prior to the one year expiration then the consumer would be responsible for any service costs incurred by THP, as well as a $early termination fee*** would be responsible to pay back any funds or repair costs to THPPlease refer to the following cancellation terms: “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.” As a gesture of good customer service the $termination fee has been waivedAll 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*** 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: ***
I am rejecting this response because:They are not telling the truth! My original electrical claim was filed back in August 2017! I was forced to re-file another claim in October once I determined that the contractor they hired was not responding to our calls because they said days had passed, that's why I had to re-file the SAME claim in October.Also, they did not even touch on the fact that their representative did agree to pay for the repairs, but then she failed to respond to my inquiries after agreeing to pay for them
Regards,
*** ***

---------- Forwarded message ----------From: *** *** Date: Thu, Nov 2, at 2:PMSubject: Complaint #***To: Revdex.com Cc: "***@totalhomeprotection.com" Sir or Ma'am,I would
like withdraw my Complaint against Total Home Protection they have settled the matter in a satisfactory manor.Thank You,*** * ***

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 partiesThe policy holder placed a refrigerator claim on 10/26/*** *** *** diagnosed the unit stated the following cause of failure: Unit not cooling due to line restrictionAs per the terms of service, this failure is excluded from coverage, as stated: NOT 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 componentsAll 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*** Total Home Protection Toll Free: ###-###-#### www.totalhomeprotection.com

[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 okay. It still does not satisfy me, but it's better than what I was offered beforeI will never do business with this company again, and do not have any good things to say about them. I still feel like they do not have their business process in place to benefit the customer
Regards,
*** ***

Thank you for your responseFrom the diagnosis received, the claim was denied as a RESULT of rust and corrosionVisible rust would not constitute a denial of coverage, but in this case the rust and corrosion is what lead to the failureIn effort to resolve the complaint, we are willing to offer a full refund to close out this dispute

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, have issued a refund of the last couple of monthly chargesWe have attempted to credit the remaining balance but the consumer issued a stop payment with their credit card companyWe did respond to their bank indicating that a full refund is authorized on our endThe remaining credits will be issued directly from their bank as we are unable to credit once a chargeback is in processWe 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*** 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 partiesMr*** will receive a reimbursement check in the amount of $Please allow days for processingWe 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*** Total Home Protection Toll Free: ###-###-#### www.totalhomeprotection.com

COMPLAINT ID: *** 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*** *** placed a claim for his ice maker on 5/12/We assigned Appliance Brothers to the claimDue to diagnosis, we reassigned the claim to *** *** ***If the consumer has not set up an appointment with the vendor, they can be reached at ###-###-#### or ***@surewest.netPlease contact the service contractor directly to schedule a mutually convenient appointment Once the technician is contacted and an appointment has been made, we will be able to proceed with this claimWe 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*** Total Home Protection

[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,
*** ***

*** *** ***
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 partiesTotal Home Protection properly addressed this complaint and cited numerous sections of the policy, which are grounds for denial of coverageUnfortunately, we can not offer coverage in that case. We sincerely apologize for your negative experience and would like to assist with a resolution. In an effort to resolve and close the dispute, we will offer you a full refund of $Please respond via Revdex.com if this is the accepted resolutionWe will issue your refund right away with your responseSincerely, Total Home Protection *** *** *** ***
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*** ***,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 July 5-6th, you placed claims for the clothes washer, built in microwave, and ovenWe attempted to send technicians out to service these unitsUnfortunately, we had no luck with contacting technicians to service the areaWe presented the reimbursement option, however you decided to cancel your policyPlease reference the following policy terms: VII. GENERAL LIMITATIONS OF LIABILITY O. This Agreement does not cover delays or failures to provide service caused by, or related to any of the exclusions listed herein; shortages of labor and/or materials; or any other cause beyond our reasonable controlThis Agreement does not cover additional charges to access or transport materials, supplies, or independent Service Contractors to the covered property due to lack of or inhibited serviceability, such as but not limited to, tolls, required use of ferries or barges and/or remote locationsWe apologize for any inconvenience this may have causeHowever, we will be more than happy to give you a full refund of $We are extremely sorry that this claim did not work out in your favorWe wish you the best of luck in the future

Please note that Ideal Mechanical diagnosed the unit and stated that the condenser fan blade broke off and needed to be replacedThis caused secondary damage - the dual capacitor needed to be replacedTHP authorized the repair of the fan blade, but we do not cover secondary damage as stated in the policy (Section VII.X). We sincerely apologize for your negative experience and would like to assist with a resolution. In an effort to resolve and close the dispute, we will authorize one free service call fee on the next claimFor further assistance, please reach out to us ###-###-####

Tell us why 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.The consumer placed a claim for the clothes washer on 11/20/As per the service agreement, our claims hotline is available to take new claims 24/Servicing of claims must be done during business hours; however, we do have emergency procedures for extreme heat or coldIt’s important to read and understand of coverage offered through the service agreement. Accel Appliance Service diagnosed the washer stating the seal was worn out and bearing we all rusted and corrodedPlease understand that coverage started just days prior and the contract clearly discloses that pre-existing conditions and failures due to rust and corrosion are not covered under the contractRust and corrosion buidoes not occur in just days, and since the failure was as a RESULT of rust/corrosion the claim was appropriately denied coverage.The consumer requested to cancel service, so as a gesture of good customer service we waived the cancellation fees.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 *** *** *.here

[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,
*** ***

I am so sad to know that "Total Home Protection" has this name, they should call themselves "limited home protection" not total home protection. It is just disgusting to have home warranty with themthey do not cover anything they always find reason to say sorry it is not covered. My Tenant is so mad cause when we got the warranty? we were told that when unexpected will happened, count on Total Home Warranty according the guys we talked when getting policyhe said "If Total Home Protection can not repair they will replace it" My tenant deserves either repair or replacement which was promised when purchased this warranty.I strongly request that this company should not be allowed to do business in USA. In our refrigerator case, they do not cover almost anything, what is covered then??? nothing, according to them, it was surprising to know that they do not cover the important things, like Freon etc. It is not good business practices which should be subject to investigation. I would appreciate if you would get us worth of money? we got nothing but lost extra money, because we paid to the service guy and then we were told that it is not coveredThey say buy new one??? if we buy new one then why we need home warranty on the first place??? service guy who came said, he can not repair because insurance company did not allowed him, which says a lot. I guess it says everything that they are here to not help but collect money on fake and hidden promises to earn business from consumers like me. It is simply very sad *** *** OwnerTenant *** *** [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: ***
I am rejecting this response because:
Regards,
*** ***

Revdex.comJohn FKennedy Blvd., Suite 1330Philadelphia, PA 191032/6/2018COMPLAINT ID: ***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.On 11/9/*** *** placed a claim for her *** Dishwasher stating it was not working properlyWe assigned CBS Appliance Repair to the claimWe were advised on 11/21/that the technician came out and we needed to get a complete diagnosis of the failureThe technician was unresponsive so we then assigned *** *** Appliance Repair to the claim and received his diagnosisBeing this was a *** unit, not all technicians work on this unit and the parts are much more difficult to locateWe ordered the part to be shipped to the customerWe were advised by the customer that the part had not been received so we reordered another part and had it sent overnight to the customerWe were then advised by the customer that the technician was not respondingWe offered the customer a Goodwill of $at that time as a courtesty plus repair of her unit for the length of time it was taking to get her unit repairedAt that time the customer requested to cancel her policy on 1/25/We discussed the cancellation policy as outlined in the terms & conditionsAn applicable refund of $is being processed accordingly. Full terms and conditions can be found at http://www.totalhomeprotection.com/termsAs a Goodwill gesture we will offer the customer $1,refund instead of $and will be sending her a return label for the part which she received to be returned. 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. Sincerely,Laura D***Total Home ProtectionToll Free: ###-###-####www.totalhomeprotection.com

[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 It is unfortunate that this resolution was even necessary and only came after involving your agency and posting multiple complaints and my experience on social media I am hopeful that the thousands of other wronged consumers that have expressed them dismay with the business ethics of total home protection get some type of resolve as well by not taking their situation lying down and doing something about it The proof is out there for anyone to read And despite the merchants well articulated and elequant response, it is simply not based on truth or facts The merchants own hired contractors would testify to the fact that they were and are responsible for the repairs in question based on their contract They simply choose not to do so and in this case providing the consumer a refund is the least expensive option for them Their promises and marketing are also fraudulent as they try to mislead that their Revdex.com standing is accredited and in good standing, which to my understanding is far from the truth.I have no doubt that total home protection runs a unethical and scamful operation There is enough public information available to show that I am grateful that agencies like the Revdex.com exist to help protect and help consumers, and am hopeful that you guys help spread the word on these sheisters and help protect consumers
Regards,
*** ***