Total Home Protection

[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:  I already said before two different HVAC guys claimed it was not due to dust or dirty   it is wear and tear that is under your policy for warranty so you are trying to cover up  and making up an excuse blaming for  dirty and dust   I dont accept your reason at all.
Regards,
[redacted]

Please note that the consumer stopped all 4 monthly payments with their credit card company. In an effort to resolve this complaint, we authorized that 4 chargebacks and agreed to a full refund. Please close out this complaint accordingly.

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 untrue. Options 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 process. We 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 covered. Unfortunately, this failure did fall outside the scope of our coverage. We sincerely apologize for your negative experience. For further assistance, please reach out to us ###-###-####.

[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: Our ac unit was properly maintained and serviced. We purchased the home May 2016 at which time the unit was inspected. These facts were told to the sales rep at time of purchase of the policy. All we had to go on was his word. It was 6 weeks before we received written contract. We were very "up front" with the rep regarding age and condition of the unit and were told more than once "No Worries". As one can see by reviewing the things that are not covered, Total Home Protection does not plan on EVER covering ANYTHING. I just want to make them liable to inform the consumer of their lack of coverage before selling a bogus product. I want to keep this from happening to other unsuspecting homeowners. 
Regards,
[redacted]

[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: I have discussed this issue with THP, Dane M[redacted], Mgr. of Credit Dept. @ THP. He 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 76502. I did talk to [redacted]'s Customer Service dept who explained the part that was defective was not under warranty. Although, when Austin was here from [redacted]'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 2015 when the house was new.Truthfully, I think the responsible parties are [redacted] A/C & Heating Services and [redacted]'s Construction & Services in [redacted]. I intend to try to get my money refunded from these two companies in Small Claims Court.
Regards,
[redacted]  8-17-17

[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: What they are saying is false that was not the diagnosis. In addition I bought my warranty 34 days prior to the issue. The company states they cover “what will happen”. In addition they asked me to sign a document to get my money back which stated I would not talk bad about the company. I have never had any issues with a warranty company. This company is the worst I have ever dealt with. The repair guy even brought the parts with him to fix it and stated he had never seen one not pay for this. Did I mention it took 11 days to get someone here!
Regards, 
[redacted]

Total Home Protection properly addressed this complaint and cited the appropriate section of the policy, which was grounds for denial of coverage.  The “line restriction” is clearly listed under not covered section of coverage. All service contracts have limits as far was what's covered and what's not covered. Unfortunately, this failure did fall outside the scope of our coverage. We sincerely apologize for your negative experience.  In an effort to provide good customer service, we will authorize one free service call fee on the next claim. For further assistance, please reach out to us ###-###-####.

Complaint: [redacted]
I am rejecting this response because:This organization agreed to give me a refund but only if I agree to the following terms: "refrain from disclosing to any third party, the existence or content of this Agreement, and the existence or content of the information, documents and items related to the Claim or the relationship between Releaser and Total Home Protection, LLC. In addition, any disparaging, damaging, derogatory, or pejorative reviews or comments to any organizations regarding Total Home Protection must be removed or reported as resolved. If Releaser violates this paragraph, Total Home Protection, LLC shall be entitled to an immediate full refund of the Payment as well as any other damages, including costs and actual attorneys’ fees, incurred by Total Home Protection, LLC in enforcing this Agreement." This is a complete violation of my FIRST AMENDMENT RIGHTS. I want a refund but I refuse to agree to these terms. The organization did not respond to my request to amend this document.I would like a refund plus damages due to the company's negligence, cohersion, and fraudulent claims of covering my equipment which I had repair with myself.
Regards,
[redacted]

[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. On 3/31/2017, you purchased a policy with us for $1,501.50. On 5/1/2017, you placed a claim for your AC unit stating the unit was not cooling properly. We sent out a technician to diagnosis the unit. The technician informed us the unit was out of Freon due to a large leak in the condenser coil. The capacitors were failing and had rusted and corroded coils. The technician determined this was had happened over time, deeming the unit as pre-existing. Despite, the failure being pre-existing we went ahead in good faith and had the technician add 6 pounds of Freon to the unit. On 5/30/2017, the customer called in a claim for their refrigerator claim [redacted] UNFORTUNATELY THIS CLAIM was NOT APPROVED UNDER YOUR POLICY: Diagnosis: The unit has a Freon leak that needs to be repaired. SECTION V: COVERAGE, LETTER C. REFRIGERATOR Note: Refrigerator must be located in the kitchen. COVERED: All components and parts, including integral freezer unit, except: 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 components. Once again, in good faith THP issued [redacted] good will for $450, in which the he accepted and a check was sent and cashed in the amount of $450.00. Total Home Protection properly addressed this complaint and cited numerous sections of the policy, which are grounds for denial of coverage. In an effort to resolve and close the dispute, we will authorize a refund of $881.50 and cancel the policy. Please respond via Revdex.com if this is the accepted resolution. We will issue your refund and cancel your policy right away pending your response since you are unhappy with the service you received from us. Sincerely, Total Home Protection [redacted]
[redacted]

Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 191031/292018COMPLAINT 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 a Air Condition not cooling on 1/22/2018.  The diagnosis concluded that the cause of the failure was Rust/Corrosion on the Evaporator Coils and in the line set. Per our policy this failure is clearly excluded from coverage. Please 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 13 [redacted] and/or R-22 equipment, and when we are unable to facilitate repair and/or replacement of failed covered equipment at the current [redacted] rating or with R-22 equipment, repair and/or replacement will be performed with 13 [redacted] 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. All claims have been properly serviced in accordance with the Service Agreement - all contracts have inclusions as well as exclusions. 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 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

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...

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.

We have accepted the business offer on July 27, 2017. We have not received anything from them since.

[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]

Hello [redacted],  We are sorry to hear that you were not pleased with our service. All 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 policy. Galvanized piping was mentioned as this material is highly susceptible to rust and corrosion. That 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; pop-up assemblies; 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 pans. We will pay no more than $500 per contract term for access, diagnosis, repair and/or replacement. In regards to the water heater claim, the main tank is the only component of the water heater we do not cover. That 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 75 gallons.  All claims have been properly serviced in accordance with the Service Agreement - all contracts have inclusions as well as exclusions. 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. In order to resolve this issue, THP will cancel the above policy and issue a full refund of $374.25.

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. All claims have been properly serviced in accordance with the Service Agreement - all contracts have inclusions as well as exclusions. 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 was dissatisfied with the terms of service and requested to cancel coverage. An applicable prorated refund was issued to the credit card on file on 5/15/17. Should [redacted] request to reinstate coverage, we would offer two free months as a gesture of good customer service. 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]. Sincerely, David J[redacted]

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

Tell us why here...Revdex.com 1880 John F. Kennedy Blvd., Suite 1330 Philadelphia, PA 19103 6/13/2017COMPLAINT 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 we always look for a fair resolution between all parties.[redacted]  placed an electrical claim on 10/06/2017. The contractor we sent out to diagnose the issue stated that he needed to run a new wire to resolve the issue. The 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-I. When the customer called in and spoke with Stacy, we have offered half the cost of the repair as a goodwill gesture. To resolve any complaints against the company we are more than happy to issue you back 2 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 serve. If you have any questions, please contact me at ###-###-####.Sincerely,David J[redacted] Total Home Protection Toll Free: ###-###-####www.totalhomeprotection.com

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

As stated in the last rejection, the total amount due is $ 2800.00Not $2608.  I would like another check sent for the missing funds. 
 Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]