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 [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]
 they fixed after the complaint it's just I waited 10 days to get fixed cause they would not take the plumbers advice and I was kinda put in the middle by total home protection because they didn't do what I paid them to do it's that I waited so long to get fixed they kept beating around the bush about things total home protection was this is why I wrote you thanks for every thing [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 his A/C unit on 3/28/17, stating that the unit is not blowing cool air and lines to unit are freezing up.  The claim was assigned to Residential Maintenance Solution.  The technician, John, stated the following diagnosis:Leak in the system, leak sealant plus 4 lbs of Freon will be attempted to repair condensing coil. [Total Home Protection authorized adding 4 pounds of Freon, plus labor. The contract covers up to $10 per pound of refrigerant as stated under section V.A. (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).] The leak sealant attempt was unsuccessful - premature failure of the condensing coil, resulting in a non-repairable leak and requiring replacement of the condenser coil or the unit.Please take note of the following:Condenser coils are built to be very durable being designed to withstand weather and temperature extremes and with proper installation, care and routine maintenance the can last decades normally outlasting every other part in a condenser. Non-repairable leaks in condensing coils less than 30 years old are caused mainly due to a lack of proper routine maintenance, yet can also be caused by an improper installation or improper previous repair or design, and in rare instances a manufactures defect which would usually occur while unit is still covered by the manufacturer, the only other way would be physical damage, from lawn equipment, hail etc.1) Dirty condensing coils building excessive heat and pressure causing condenser coils to split or crack.SECTION V: COVERAGE, LETTER A. AIR CONDITIONING SYSTEMSECTION VII. GENERAL LIMITATIONS OF LIABILITY, LETTERS: B, D & S.2) Dirty condensing coil leading to excessive rust and corrosionSECTION V: COVERAGE, LETTER A. AIR CONDITIONING SYSTEM SECTION VII. GENERAL LIMITATIONS OF LIABILITY, LETTERS: A. & D.3) Excessive charge in unit due to a previous improper repair.SECTION VII. GENERAL LIMITATIONS OF LIABILITY, LETTER: R.4) Restriction in the Freon system due to improper install or improper previous repair.SECTION VII. GENERAL LIMITATIONS OF LIABILITY, LETTER: R.5) Years of operation with excessive vibration from unlevel installation or other causes normally found addressed during routine maintenance.SECTION V: COVERAGE, LETTER A. AIR CONDITIONING SYSTEMSECTION VII. GENERAL LIMITATIONS OF LIABILITY, LETTER: R.6) Physical Damage from various causesSECTION VII. GENERAL LIMITATIONS OF LIABILITY, LETTERS: P.& R.7) Manufactures DefectSECTION VII: GENERAL LIMITATIONS OF LIABILITY: LETTER E.This claim has 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.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: First, Mr. Dane M[redacted] ( A Representative of Total Home Shield ) disregarded my request of a second opinion ( SEE SEC. 3 LINE D OF THE SERVICE AGREEMENT REGARDING THE CUSTOMER HAVE THE RIGHT TO REQUEST A SECOND OPINION WITH-IN 7 DAYS ) 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 Mr. David J[redacted] is truly interested in a fair solution he will reimburse me for the appliances that I was forced to purchased.Regards,
[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 the clothes washer on 9/13/17. During the initial claim call-in questionnaire, we asked the consumer when was the last time the unit was working properly, and the consumer stated “Saturday”. This would make that date 9/9/17. As per the terms of service: ·         This Agreement does not cover any known or unknown pre-existing conditions.     ·         Coverage applies to the systems and components mentioned as “covered” in accordance with the terms and conditions of this Agreement so long as such systems and components are in place and in proper working order on the effective date of this Agreement Coverage went into effect on 9/13/17. Being that the unit was not working properly on 9/9/17, this is absolute definition of a “pre-existing condition” and NOT in proper working order on the effective coverage start date of 9/13/17. We are committed to providing a positive customer experience and doing the right thing for all our customers, contractors, employees, and our company; however, this claim does fall outside the scope of coverage. 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

We apologize for the experience you had with our company. We went ahead and cancelled your policy and gave you a full refund of $1,750.00. Best of luck in the future.

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 oven on 12/21/16. The claim was assigned to [redacted] of South Bay. The technician stated that the display screen/touch pad needed to be replaced. At the time of the diagnosis the technician and the homeowner we unable to provide us with the make, model, and serial number to order repair parts. We therefore offered the consumer cash back in lieu of repair or replacement, as outlined in our terms of service (We 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 hinges are excluded from coverage has cleared outlined under the NOT COVERED section (Doors; door seals; hinges; handles; glass; knobs; lighting; clocks (unless they affect the cooking function of the unit); meat probe assemblies, rotisseries; racks and trays; downdrafts; independent telescoping range exhaust; exhaust fan not solely for venting range/cooktop fumes; filters and screens; venting; sensi-heat burners will only be replaced with standard burners; drip pans; self-cleaning mechanisms including door latches; commercial units.) [redacted] spoke with Jennifer in customer service and elected to cancel her policy. In an effort to resolve this complaint, we will issue a full refund of paid contract fees. Please confirm that this is satisfactory and we will issue a refund check within 3-5 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

I spoke with Mr [redacted] and came to a mutually agreeable resolution. A goodwill check in the amount of $187.00 will be mailed to the consumer. Thank you for allowing us to assist you.

Please note that we are in the process of contacting [redacted] of South Bay to complete the repair. We reimbursed the customer a total of $500 towards this claim.The customer can use those funds towards the repair, the remaining balance, if any, will be covered by THP as goodwill. Thank you.

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 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 questions, please contact me at ###-###-####

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. In an effort to resolve this complaint we have re-issued a check for $200 for the microwave. Check # [redacted] was mailed to [redacted], Toms River, NJ [redacted]. 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

Hello [redacted],  We apologize for the way you feel about our company. We felt that we have gone above and beyond our policy expectations. Of the six claims that were placed, four of those were covered claims. We also do offer refunds, prorated against the total policy cost. In regards to the...

enormous discount offered to you at the time of sale, there was no refund left to give between the cancellation fee, the work performed, and the monthly prorate.   All of these issues not withstanding, I have been authorized to offer a full refund minus the cost of the work performed ($88.00). This would leave a refund of $311.00. If this will resolve this issue, we would have no issue with this arrangement.

[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]

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] and [redacted] placed a claim for the refrigerator, stating the unit is not cooling. We assigned General Appliance & Insurance Service to diagnose the unit. The technician stated the following: “Compressor Is Shot Not Working Needs To Be Replaced, There A Line Restriction In The Unit Causing Compressor Not To Function.” THP does not cover Line Restrictions, as stated in the policy. 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. This claim has 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. However, we insist that all consumers abide by the terms of 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 ###-###-####. Sincerely, David J[redacted] Total Home Protection Toll Free: ###-###-#### www.totalhomeprotection.com

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. 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. [redacted] placed a claim for a dishwasher on 6/5/2017. We assigned Call Today Appliance Repair to diagnose the unit.  Due to the high volume of claims, the company was not able to diagnose the unit in a reasonable time frame. THP offered [redacted] to go through reimbursement, where the customer would contact their own technician to service the unit and we would send a reimbursement check upon receipt of the invoice.  [redacted] was dissatisfied with the terms of service and requested to cancel coverage. In light of this situation, Total Home Protection will sent a refund check to [redacted] for the amount of $69.86. 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.  Understandably there are two sides to every story and always look for a fair...

resolution between all parties. [redacted] placed a claim for the A/C, stating the unit is not cooling. The claim was placed on 9/15/17, approx. one week after coverage went into effect. We assigned Rescue Guy Appliances and HVAC  to diagnose the unit. The technician stated the following caused of failire: ·         Unit Is Out Of Freon. Unit Holds About 8 Lbs ·         The Leak Was Coming From The Evap Coil. The Evap Coil Was Also Rusted And Corroded It was evident from the condition of the unit that the system had pre-existing conditions (the unit was completely empty of Freon and the corrosion takes time to develop). In addition, the policy does not cover failures as a result of rust or corrosion. 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. This claim has 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. However, we insist that all consumers abide by the terms of service. In an effort to resolve the dispute we will agree to a refund of paid contract fees to date. Should the consumer wish to proceed with cancellation and refund, please email [email protected] and reference "Revdex.com Settlement" in the subject line. 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.  Understandably there are two sides to every story and always look for a fair...

resolution between all parties. [redacted] placed a claim for her heating system on 11/9/17. We dispatched [redacted] and ** to diagnose the unit. The diagnosis concluded the cause of the failure was due to a cracked heat exchanger. Per our policy, we are unable to cover the above claim, since the cause of failure is listed as not covered Please see the referenced section of the policy below; NOT COVERED: Chimneys, flues, and liners; cleaning and re-lighting of pilots; concrete encased or inaccessible ductwork; concrete encased or inaccessible steam or radiant heating coils or lines; conditions of water flow restriction due to scale, rust, minerals and other deposits; cracked heat exchangers; rusted and/or corroded heat exchangers; maintenance and cleaning; calcium build-up; evaporator coil pan; primary or secondary drain pans; fossil and dual fuel control systems and other energy management systems and controls; dampers; asbestos insulated ductwork or piping; electric baseboard heat unless primary heating system in home; filters (including electronic/electrostatic and de-ionizing filter systems); fireplaces and their respective components and gas lines; free-standing or portable heating units; heat lamps; pellet stoves; fuel storage tanks, lines, and filters; gas log systems, including gas feed lines; valves; key valves; oil filters, nozzles, or strainers; humidifiers; inaccessible water/steam lines leading to or from system; backflow preventers; individual space heaters; panels and/or cabinetry; radiant heating systems built into walls, floors or ceilings; registers and grills; secondary units; solar heating devices and components; maintenance; noise without a related mechanical failure; improperly sized heating systems; mismatched systems; and structural components. 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 us at ###-###-####. Sincerely, David J[redacted] Total Home Protection Toll Free: ###-###-#### www.totalhomeprotection.com

[redacted]A check in the amount of $168.52 has been issued. If you have not received it between 10-15 business, please call us at [redacted] This complaint is resolved. No further action is required from Total Home Protection.Thank you

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] purchased a Platinum Plan with NO optional coverage on 4/10/17. On 11/9/17 the customer called to place a claim for the refrigerator ice maker, and we advised that he did not purchase optional coverage for the ice maker. The customer advised that he wanted to cancel coverage since he did not have coverage for the ice maker. To retain the customer and provide good customer service, we added the ice maker coverage FREE of charged on the condition that he repair this failure as we do not cover pre-existing conditions. The customer called us on 12/20/17 to make the same claim, and we advised again that we do not cover pre-existing conditions, and adding this coverage at no charge was on the condition that he first repair the failure and provide a receipt of the repair. As per the terms of service: ·         This Agreement does not cover any known or unknown pre-existing conditions.    ·         Coverage applies to the systems and components mentioned as “covered” in accordance with the terms and conditions of this Agreement so long as such systems and components are in place and in proper working order on the effective date of this Agreement 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. THP went above and beyond to assist this customer, but we must adhere to the terms of service. 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.  For further assistance or more information regarding this claim, please contact us [redacted] option *.

[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]

[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]