Total Home Protection

Dear [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. 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. We sent out a check in the amount of $220 toward the replacement of your microwave. Since 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 $100 toward the replacement.

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. The customer purchased the Platinum Plan for $374.25. The ice maker is optional coverage for $35 annually. This was NOT purchased at the time of sale, nor was it purchased within 30 days or ordering coverage. We never collected monies for this option: VI.          OPTIONAL COVERAGE Optional Coverage requires additional payment per item, system, or appliance.  You may purchase any Optional Coverage for up to 30 days after commencement of Coverage. However, Coverage shall not commence until receipt of payment by us and such Coverage shall expire upon expiration of Coverage period in section II. Unfortunately we can not extend coverage for a system or component that’s not in the policy holders package. 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 us 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 response. If 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]

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 exclusions. In 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 coverage. As a gesture of good customer we can offer one free service call fee as a courtesy. For additional assistance, please reach out to us [redacted]

Thu, Nov 30, 2017 at 3:36 PMHi [redacted], Thanks for looking into this for me. We came to a resolution with the customer last week. A settlement check in the amount of $370.00 has been mailed to [redacted], Cincinnati, OH [redacted]. Check number #[redacted] should arrive to the customer any day now. If I recall correctly we forwarded a copy of this information to your offices last week. Would 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

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. Mr. [redacted] placed a claim for his air conditioning unit on 5/25/2017. THP's authorization department Regrets to inform you that in accordance to the terms and conditions of your policy in conjunction with the information provided,   UNFORTUNATELY, THIS CLAIM IS NOT APPROVED UNDER YOUR POLICY: Diagnosis: Failure to properly clean or provide maintenance has led to mechanical failure of the air conditioning system. Please refer to the policy: Section I. BASIS FOR COVERGE, Letter A. Become inoperable due to normal wear and tear; and Section V: COVERAGE, Letter 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.   as per: SECTION VII:  GENERAL LIMITATIONS OF LIABILITY: LETTER:  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 As well as: SECTION VII:  GENERAL LIMITATIONS OF LIABILITY: LETTER:  S:  This Agreement does not cover performance of routine maintenance. You are responsible for performing all routine maintenance and cleaning for all covered items and systems as specified and recommended by the manufacturer. For example, you are responsible for providing maintenance and cleaning pursuant to manufacturers’ specifications, such as periodic cleaning of heating and air conditioning systems, evaporator coils and condenser coils, as well as periodic filter replacement. We will not pay for repairs or failures that result from your failure to perform normal or routine maintenance. Details: The condenser coil being totally or  partially clogged will cause premature failure of the evaporator coil, first of which would be, the clogged area of the coil would not allow freon to disperse the absorbed heat, this will cause the system over all to operate at a higher temperature which in turn will create higher pressures, causing the evap coil to run at a higher temperature already causes the materials to expand, that with the combination of higher pressures will easily cause an evaporator or condenser coil for that matter to over expand and start leaking. Higher pressure and expansion in areas of the coil that are not designed to for this causes a leak due to a lack of proper routine maintenance. As a courtesy, THP will offer a free service call fee on the next claim. 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] Total Home Protection

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 in the amount of $98.25. This check will be mailed 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

Date: Mon, Dec 4, 2017 at 11:29 AMPlease be advised that we spoke to the customer and offered to waive all cancellation fees. A full refund in the amount of $1500 has been issued via check. Check number [redacted] should arrive to the customer within 3-5 days. Please close this complaint as resolved. Thank you, Dave J[redacted]

[redacted]Dear [redacted],Total Home Protection properly addressed this complaint and cited the applicable section of the policy stating optional coverage must be added within the first 30 days of the order date. We reviewed the sales call and at no time during the call did the customer specially ask about ice maker coverage.  My guess is that the customer “assumed” everything is covered, this is why we give all customers a 30-day moneyback guarantee to review the policy, terms, limitations, etc. The customer first inquired about adding this coverage on 3/6/17, approx. 3 months from the order date. The customer requested a call from management on 12/8/17, and Nick is management spoke to her the next business day. In an effort to resolve the complaint, we will agree to a prorated refund as specified in the policy, and as a courtesy we will waive the $50 early termination fee.

To Whom It May Concern:As per our original response, the contract is a 1-year term. If 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 $50 administrative fee and any service costs incurred by us. If 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 time. If cancelled early the consumer would be responsible to pay back any service costs incurred, as well as a $50 penalty. In an effort to resolve this complaint, we have waived the $50 early termination fee. However, 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

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

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. The consumer requested routine maintenance on her A/C unit. The service contract only covers breakdowns due to normal wear and tear, and specifically excludes routine maintenance, stated stated: This Agreement does not cover performance of routine maintenance. You are responsible for performing all routine maintenance and cleaning for all covered items and systems as specified and recommended by the manufacturer. For example, you are responsible for providing maintenance and cleaning pursuant to manufacturers’ specifications, such as periodic cleaning of heating and air conditioning systems, evaporator coils and condenser coils, as well as periodic filter replacement. We will not pay for repairs or failures that result from your failure to perform normal or routine maintenance. All contracts have inclusions as well as exclusions, and we encourage all consumers to take the time to read and understand the coverage. We give all policy holders 30 days to review the terms of service for a full refund. We are committed to providing a positive customer experience and doing the right thing for all our customers, contractors, employees, and our company. With regards to the 2 months free promotional, this is only available on single payment plans as disclosed online (*with purchase of any single payment plan). In an effort to resolve the complaint we will offer one free month should the consumer request to reinstate services. 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] Total Home Protection [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.  Mr. Onorato cancelled his policy on 10/30/2017. We have issued him a full refund of $375. 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 ###-###-####. Thank you, The THP Team

6/13/2017   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. **. and [redacted] placed a claim for their air conditioner on 5/28/2017, stating the unit was not properly cooling. We dispatched Martins Cooling and Heating to diagnose the unit. The diagnosis concluded the cause of the failure was due to severe lack of maintenance. Our technician also found rust, corrosion, and mold with the unit, contributing to the inadequate working condition of the air conditioner. Per 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 use. We require all units in the home to be in proper working condition. Please 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 defects. 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. 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.  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 response. If 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]

[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 false and definitely an accusation on what was fact rather than my assumption, I will gladly accept and be done with this company. As long as I'm prorated BACK to when I originally made the initial complaint in March of 2017. 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 YES. I have reviewed the response made by the business in reference to complaint ID [redacted]. 
Regards,
[redacted]

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.Please note that the THP service agreement has limitations, caps, and exclusions, as do all home service contracts. Full terms and conditions can be found at http://www.totalhomeprotection.com/terms. We offer all customers a 30-day moneyback guarantee to properly review and under the coverage offered by THP. Please also note that we will be closely monitoring the salesperson’s conversations. Most calls are recorded. Re-training or employment termination will be considered during our internal investigation.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.

To Whom It May Concern: Thank you for the response. However, all claims have been properly handled in accordance with the terms and conditions. Claims that were covered under the policy have been returned to working over, and the claims that were deemed not covered, would unfortunately not be included for coverage. All service contracts have inclusions and exclusions. 1.         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 deteriorated. The corrosion and deterioration was clear and evident and therefore would not warrant a second opinion. The terms state: We reserve the right to obtain a second opinion at our expense.   3.         Refrigerator – the technician stated that a leak test would be required to properly diagnose the unit. Total Home Protection does not cover leaking detections. We advised [redacted] that once the test is complete we would be able to properly diagnose the unit and move forward with any covered repairs. [redacted] failed to perform the leak search and elected, at his own will, to buy a replacement unit. This was never authorized for reimbursement. The terms state: We will not reimburse for services performed without its prior approval. Again, all claims have been properly serviced in accordance with the Service Agreement.  If you have any questions, please contact me at [redacted] ext. [redacted]. Sincerely, David J[redacted] Total Home Protection Toll Free: ###-###-#### www.totalhomeprotection.com

Desired Settlement: Refund I would like to ask Total Homeshield Protection to refund the 78.00 I was charged over the amount of my policy deductible. Mr. [redacted] disputed the amount of $78. We issued a refund check in the amount of $78.00. On July 15th, Mr. [redacted] accepted our response to issue him the refund check. On July 16th, the complaint was marked closed and resolved. THP honored and resolved the issue with this complaint. There is no further action required on our behalf.

[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]