Total Home Protection

*** *** ***
I have read your complaint and resolution request. In regards to the poor service you received, this was not indicative of what we do every dayIn a business where you are relying on other vendors , situations like this do occur from time to
time and I am sorry you have went through them. In regards to a resolution, I can grant you a full refund of the money paid for the premium and I will waive the cancellation feeI noticed in your complaint to the Revdex.com, that you neglected to mention that you have only paid for four months of coverage, as your account has been past due since the month of May (the June and July payments were declined) The amount you would be refunded is $168.52, which is for four (4) months of coverage, and the cancellation fee will be waived on this account as a gesture of good faith. This is the only resolution we can agree to, as we cannot justify paying you for months that were not charged to your card

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 the trash compactor on 12/27/The claim was diagnosed by *** ***, which stated that the key was missingAs per the policy, the lock and key assembly is not coveredPlease refer to the below excluded items: NOT COVERED: Portable units; lock and key assemblies; removable buckets; doors; door seals; hinges; handles; damage caused by overloading; commercial unitsWith regards to the recent stove claim, we will be reassigning the claim to a new vendor shortlyWe sincerely apologize for the delays and miscommunication between the vendors. As a courtesy, the $service call fee will be waivedWe 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 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 always look for a fair
resolution between all parties.*** *** placed claims for the following items:Oven - our technician diagnosed that the control board was faulty and needed to be replacedTotal Home Protection authorized the repair to be doneThe technician indicated that the board needed to be special ordered as it was not in stock, We explained this to *** ***, but he did not find the delay in ordering parts to be satisfactory, We do our best to expedite service, however, we have no control as to when parts from manufacturers will be delivered (reference VIIT of Service Agreement)The part did come in however, and the unit was returned to good working order. Exhaust Fan - our technician diagnosed the unit and stated that the unit does not appear to have worked in "years" as it was corroded and completely deterioratedOur contracts require that all units be in good working order prior to coverage and we do not cover pre-existing conditions, as well as failure as a result of corrosionThis is outlined in section of the Service Agreement.Refrigerator - the technician stated that a leak test would be required to properly diagnose the unitTotal Home Protection does not cover leaking detectionsWe advised *** *** that once the test is complete we would be able to properly diagnose the unit and move forward with any covered ??????s.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 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 serveIf you have any questions, please contact me at *** ext***.Sincerely,David J

[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: still feel this company ripped me offthey prey on old people like myself that find it hard to read the fine print and jump through the hoops they hide behind to cover their as when someone complainsbottom line, these people misrepresented them selfs to me , period!!!!
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 partiesWe deeply apologize for your experience you are having with your claimsWe are working to fix these customer service issues immediatelyFor your inconvenience, we would like to offer you free service callPlease call us to discuss your claims as we would like to resolve these issues for youSincerely, Total Home Protection *** *** *** ***
*** *** * *** *** * *** ***

To Whom It May Concern:Thank you contacting us regarding this complaint. Please accept our apologies for the delayed response as we thought a response was already submitted online. 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.Ms*** placed a claim for her water heater on 6/2/The claim was assigned to *** * ** LLC, who stated that the T&P Valve needed to be replacedThis repair was authorized by THPThe consumer later reported that the unit was leaking againIt was later found that the main, holding, or storage tank was leakingThis is listed as excluded under the policy (Ref 5.GNOT COVERED - main, holding or storage tanks)In an effort to resolve the complaint and provide good customer service, we agreed to provide a goodwill payment in the amount of $to the customerThis verbal resolution was made with the customer on 9/15/2017; however, we are still waiting on official signoff and acceptance by the Ms***.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, Dave J***Get a Quote | File a Claim | Real Estate Pros | ContractorsToll Free: ###-###-#### | www.TotalHomeProtection.com

Complaint: ***
I am rejecting this response because:
First I was NOT asking for routine maintence, I advised customer service that it was making a noise and there was a smell comig from it after waiting minutes just to speak with customer servicen I was then placed on hold again only for her to come back and say they don't cover noises or smells I never mentioned a checkup As of the days the rep who I spoken with who sold thisnbill of goods never mentioned there was a day waiting period If I had known half of the things I learned afterI had the policy when I needed it I would never would have got it I just feel like I was lied to and things wewre omitted from the sales rep I've learned never to order from things I read on-lineI never placed the order online it was over the phone.*** ***

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 partiesPlease note that the consumer requested to cancel service on 9/21/Stacey in customer service left he consumer a voicemail on 9/22/and eventually spoke with the consumer on 9/26/17. We offered *** *** two free service call fees in good faith to keep the policy and try out the servicesThe consumer agreed to keep the policy*** *** later contacted us on 11/6/and requested to cancel servicesWe discussed the cancellation policy as outlined in the terms & conditionsAn applicable prorated refund of $is being processed accordingly. Full terms and conditions can be found at http://www.totalhomeprotection.com/termsWe 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, 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 is satisfactory to me.
Regards,
*** ***

[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:All my dues payment and my service fee was current prior to my claim, So release my payment to claim has anything to do with my next month payment.everthing was current when I did my claim, So holding my pay off, for the claimShow me that this is a company I don’t want to do business withWhat do next month payment have to do with my claim that was filed last month, when everything was goodWhy do it take a while to get a pay off , he told me two weeks for the paperworkI could have the paid the money, but the customer service person was rude, claims person , got rude after I said I was going to pay my bill then cancel, he said good lucks getting my check, so would I pay itI just called back and canceled the contact
Regards,
*** ***

The Total Home Protection terms of service state that all past due payments or service call fees must be made current prior to receiving policy benefitsOnce policy is current and premiums are brought up to date we can release payment on claimFor further assistance, please reach out to us ***

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 in the amount of $This check will be mailed to the consumer within 3-business days.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*** 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 response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]

COMPLAINT ID: [redacted]      To 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. [redacted] placed a claim for her air conditioning unit on 6/4/2017, stating it was not cooling properly. THP sent out [redacted]’s heating and Cooling to diagnose the unit. Upon diagnosis, the technician states the unit is out of Freon and there is a leak in the evaporator causing the issue of the unit not cooling adequately. This type of issue takes time to develop and proper maintenance was required to prevent this issue from occurring. The claim was denied due to lack of maintenance under sections: V.            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. VII.         GENERAL LIMITATIONS OF LIABILITY D.            This Agreement covers only repairs and/or replacements due to mechanical failure attributable to ordinary wear and tear. Accordingly, 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 property. This 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 failure. [redacted] has disputed her monthly payment of $52.13 with her credit card company on 6/20/2017. To reach a mutual agreement, THP will cancel the policy and waive the $50 cancellation fee. 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

Tell us why here...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 claims have been properly serviced in accordance with the Service Agreement. We are committed to providing a positive customer experience and doing the right thing for all our customers, contractors, employees, and our company. The consumer requested service for an instant hot water dispenser. Unfortunately, this system/component is not included in the coverage that we offer. We do not offer this coverage as part of the Platinum Plan, nor do we offer it as optional coverage. For a complete list of coverage please visit http://[redacted]/terms. 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 [redacted] ext. [redacted].Sincerely,David J[redacted] Total Home Protection Toll Free: [redacted]

To 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.  We are committed to providing a positive customer experience and doing the...

right thing for all our customers, contractors, employees, and our company. In an effort to resolve this complaint, we will issue a full refund check to the consumer within 3-5 business days. 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

While we disagree to [redacted]' stance, we will provide an additional refund check in the amount of $155.54 to close out this complaint and resolve the matter. The 2nd check will be mailed within 7-10 days.

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]

[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 need a total refund of my money as soon as possible and I need it mail to my address : [redacted] Chester VA [redacted], as provide. The Total Home Protection Company, should have being considerate of my request to have my money return to my [redacted] account, debited from, upon customer request of refund returned.  But they chose to ignored me, as a customer, until I brought this complaint to Better Business Bueara, in order to get them returned my money.    I did chose this route of complaint because I could have taken the legal route but I just want my money back. I am not trying to cause any future problems with laws sues.    I am disappointed about the service provided and all I asked for was the returned of my money for services not render on a timely bases with provided excuses from contractors, from this company in question, to treat me with distain or less than human for asking for the returned of my money only to be ignored; due to my major disappointment for services not render as requested while receiving the run around.   [redacted]    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]