Total Home Protection

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. [redacted] placed a claim for the A/C unit located in the home on 10/5/2017. Upon the diagnosis, the technician reported that the unit had severe lack of maintenance. We understand that [redacted] recently moved into the home, however lack of maintenance goes with the overall unit not with purchase of the home. Under our policy, the unit must be maintained per manufacturer specifications. Based on pictures we received from the technician, there is extreme buildup of dust on the blower motor and on the unit in general. Green liquid was present on the unit and neither technician nor customer were able to identify what it is. In conclusion,  this lead us to believe that unit was never maintained or cleaned at all. We will be able to provide pictures to prove our stance. Please refer to our policy terms in section 7-D which states: 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. Total Home Protection properly addressed this complaint and cited numerous sections of the policy, which are grounds for denial of coverage.  The pictures provided were evident of a clear lack of maintenance, and unfortunately, 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 authorize one free service call fee on the next claim. For further assistance, please reach out to us ###-###-####. Regards, The THP Team

Dear [redacted],We apologize for your experience with us. We have processed your refund of $2608.50 via check. We have sent your refund check #[redacted] to the mailing address on file which is [redacted]. Pilesgrove, NJ [redacted]. If you have not received your check in the mail within a few days,...

please give us a call.Thank you!

Hello [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. We sincerely apologize for the dissatisfaction of service you received with our company. We would like to offer you a full refund of $374.26. Although, we are saddened to hear about your experience with us, we wish you the best of luck in the future.

[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 will accept this as long as I get my full refund but they better find better people to repair people's appliances and even show up or call them back and let them know what's going on with there claim no one ever called back either thank you

THP will issue a check in the amount of $191.50. THIS COMPLAINT IS NOW RESOLVED.We wish you the best of luck in the future.

6/13/2017   [redacted]           [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 plumbing claim on 5/3/2017. The contractor we sent out to diagnose the unit did not work on the plumbing issue the consumer had. We offered the reimbursement option, in which the [redacted] accepted. When going through reimbursement, we request the consumer send us the invoice of the repair from their own technician. We received the reimbursement form on 5/30/2017. [redacted] will receive a reimbursement check in the amount of $180.00. Please allow 30 days for processing. 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]

From: [redacted] <[redacted].com>Date: Tue, Sep 12, 2017 at 5:44 PMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].To: Revdex.com <[email protected]>I would like to conclude my complaint with total home protection. We have came to a settlement agreement. Thank you.Sent from my [redacted]

We purchased this home from original builder we do not have any records on when/where etc the appliances in this home were purchased. We only know based on the info from [redacted] Heating (which was provided to this company via phone AND writing how old the unit is. My maintenance records have no relevance to what we clearly found to be an illegitimate business and appears to me that this is yet another attempt to make this look legit. We are not the first customer they pulled this stunt on and my only regret is that I did not read all the reviews on them first and that I did not have all my monthly payments run thru my credit card whom protects me from business fraud.  The fact that this place is run by a staff of barely out of college should have tipped me off to the fraud.  If you need verification you may certainly call [redacted] Heating on the confirmed age appropriate maintaining of the unit, as for me I spent way to much time on this already to be taken advantage of. Once again its all about the $$ rather than ethical business practice. Apparently everyone can be bought these days.

Dear [redacted]:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  (I am quite surprised.) Thanks greatly for your assistance with this matter.
Warmest Regards,
[redacted]