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Address: 300 McGaw Drive, Ste 2, Edison, New Jersey, United States, 08837
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DO NOT BUY Total Home Protection (THP).
I filed a claim for dryer not working. The tech came and saw it, he said he knows what the problem is and said he will talk to the company. I got a call from THP saying the claim cannot be fulfilled since there were toys int he dryer. What the tech ment toys was the wool dryer balls which I use in the dryer. If the tech and the THP claims assessor cannot figure out from the pictures that the toy is the wool dryer (which are similar to bounty sheets), then I am not sure what licensed people are THP hiring.
THP asked me to talk to the tech to see if he can clarify this with the assessor. Now, I am stuck and I have to figure out that these two knowledgeable people clarify something what a regular customer could figure out. The real damage is that the motor is not working, and this is not due to normal wear and tear despite my unit not being that old. The motor damages need to be repaired by the warranty company. But as usual they do not want to pay any money when it comes from their pocket.
I am so shocked by they saying they rejected the claim and would advice NOT TO BUY this home warranty unless you want to waste your money, time and energy.
Thank you contacting us with the above referenced review. We at Total Home Protection treat each review 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 consumer placed a claim for a clothes dryer on 5/11/2020. The vendor reported that the cause of the failure was toys found in the unit. Per our policy this failure is not a normal wear and tear failure and was determined to be a non covered failure.
I. BASIS FOR COVERAGE
A. Become inoperable due to normal wear and tear; and
The consumer got a 2nd opinion who reported the main control board failed. We are currently waiting on the paid reciept in order to reimburse the consumer.
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 further questions, please contact us at 1-800-545-0402.
This company harassed people from spoofed numbers. I receive four to five calls daily and ask repeatedly to be removed from calling list, resulting in being hung up on half the time. I also get texts and emails which I also respond to, asking to be removed. Would never do business with this company.
Thank you contacting us with the above referenced review. We at Total Home Protection treat each review 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.
Total Home Protection uses an internet phone service, which connects through the internet, we do not use spoof numbers.
Text messages and are sent to consumers who inquired about our company. If you would like to stop receiving text messages, type STOP If you type anything other than STOP the system recognizes your inquiry and will continue sending messages.
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 1-800-545-0402
The previous homeowners bought this home warranty plan Total Home Protection and then it was transferred to me. I put in a claim to have our washing machine fixed, but when the contractor came out he concluded to THP that it was the transmission so it could not be repaired. So, THP called to tell me that they would give me $150 for new purchase and out of the kindness of their heart they would give us $50 more dollars. Who can purchase a new washer for $200? I thought this was a protection company that would help take care of these issues. While speaking with "Manager" he said we need to take our claim up with mediation@totalhomeprotection and hung up on my husband who was trying to get information as to why we would only get $200. We were told it will take 6-8 weeks to process our $200. So now this is more of an inconvenience to wait for money so we will have to go to laundrymat and save for a new purchase. How can this company say they take care of their customers? This is not good business. I have never been so upset as to file a review with the Revdex.com. This is the first time we have ever had to go this far as to write to Revdex.com to help warn others.
Called to cancel my policy today. Later this evening I had an alert from my bank that someone attempted to use my debit card in another state for a large sum of money. I don't know if THP has anything to do with it, but the person I spoke to seemed upset that I was canceling and said he would refund the money I had already paid and would send me an email stating that the policy was canceled. I have not seen either of them as of now.
Do not use or work for. They do not pay their subs. RIPOFF COMPANY We have seen so many customers unsatisfied. We worked for them and it was a fiasco, we like to take care of our customers and these guys have a different set of standards than we do. BEWARE
DO NOT USE Total Home Protection!
I have been paying Total Home Protection for two years without requiring any of their services. When I finally filed a claim about a water heater, it took 5 weeks to get it repaired after calling twice a day and paying for the service of two companies. Total Home Protection is the worst and they will give you the run around for weeks.
Then I had a second claim. It was for one of my burners on a glass top radiant stove. They sent a technician who said HE COULD repair it, however they told me, that they will buy me out of my stove for $100 instead of paying for the repair. After much effort and pleading with them to just have it fixed, they refused and upped the offer to $150. They told me I could pay the technician directly or apply the $150 to a new stove. A replacement stove of this type cost over $3000 and they are refusing to do anything but give me $150 after a 6 week processing period. If were to cancel my contract before I get their check, the check would be cancelled! After calling multiple times, I finally got the $150 check 13 weeks later.
Do Not Consider using this company!!! They are the worst by far. I have used American Home Shield and thought they were bad, LOL, they are the gold standard compared to Total Home Protection!
I had a pool pump go out at my house. After 2 mouth they could not get someone to fix the pump. So totalhomeprotection ask me to pay some to fix the pump. I paid my pool guy to fix the pump. It now has been 4 mouth and every time I call about get paid back they say the check is in the mail. This company is a robing people money. I don’t understand how they are in business still.
Stupid me bought a contract Total Home Protection. Not water tank. went out 5 days ago and I am still waiting for the tech. to come out. They have completely avoided their contract with me. This is very unsanitary having to bathe in cold water every every few days not to mention dangerous. The virus is going around and I can't even practise proper hand washing techniques.
WARNING!!! Hopefully this saves a few others from making the same mistake. DO NOT do business with Total Home Protection under any circumstances whatsoever!!! They are a home warranty company headquartered in the Northeast and have done NOTHING but cause countless headaches and undue stress to scam my sister Miranda Arnold out of hundreds of dollars for their “warranty.” Issues that were clearly covered in the paperwork have not been paid, contracted servicemen have been totally inept and shoddy - including expecting my sister to provide her own tools!! - and countless piss poor customer service experiences over the phone, the only action she received was after filing multiple claims with the Revdex.com. Lo and behold, after finally agreeing to pay the owed amount on a valid claim the check was issued and then RETURNED.
These people are known and unapologetic crooks who are no longer even allowed to operate in the state of Iowa due to their history of fraud.
DO NOT DO BUSINESS WITH THEM!!!
Last year I purchased a Home Warranty to cover any system failures that may occur in my home. I have called the Total Home Protection on several different occasions, and each time I am either told that there is no service technician in my area, or I have to find a licensed technician to diagnose the problem and send the warranty company pictures. I have had issues with my plumbing, refrigerator, and a/c unit. I am currently having trouble with my a/c unit. Total Home Protection sent a technician to my home and charged a $60 copay. Once the information was sent in I did not hear anything back from Total Home Protection. After weeks of calling I finally got to speak to someone. I was told that there was rust on my unit in the addict and it would not be covered. This seems to be the norm for this company. They have never actually repaired one single thing in my home, and I have paid my warranty premiums in full. I have had several claims filed, but nothing has been repaired. Each time I call a technician out I loose a $60 copay. I feel that this is a very deceptive practice of the company to sell a home warranty, and then never fix anything. All they have done is collected all these home warranty premiums, and rarely if any provide services. My service contract does not state anything about rust! To date I have all the calls that I have made to the company for various reasons, and the level of service received, has been noted. I will not recommend the company to anyone, because they have poor customer service, and do not value their clients. SCAM, SCAM, SCAM is all I can say.
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
4/21/2020COMPLAINT ID: ***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 consumer placed a claim on 3/24/2020 for an Air Conditioner not shutting off and tripping the breaker. The vendor reported the unit had multiple component failures including, the air handler is shorted to ground, the control board, heat strips, relay and blower motor are all shorted to ground. Total Home Protection determined that multiple components shorted to ground are not normal wear and tear and is a non covered failure as per the policy
I. BASIS FOR COVERAGE
A. Become inoperable due to normal wear and tear;
The consumer placed a claim for a refrigerator on 2/17/2020 stating the unit was not cooling or freezing. Unable to get a vendor with availability we offered the consumer to go through reimbursement. Reimbursement is where the customer would contact their own technician to diagnose the unit. The vendor would need to contact us to to submit the diagnosis, parts & pricing and once approved we would send a reimbursement check upon receipt of the invoice. The consumers vendor reported the unit had a bad compressor. The unit was still under a manufacturers warranty and therefore not covered under the policy
VII. GENERAL LIMITATIONS OF LIABILITY
Q. This Agreement does not cover repairs or replacements of any item covered by other insurance, warranties or guarantees, including but not limited to, manufacturer’s, contractor’s, builder’s, distributor’s, or home warranty. Our Coverage is secondary to such insurance, warranties, or guarantees.
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 the consumer would like to cancel the policy as per the terms & conditions, please contact us at .
Sincerely,Laura DTotal Home ProtectionToll Free: www.totalhomeprotection.com
Complaint ID:***
4/27/2020
Total Home Protection properly addressed this complaint and cited the appropriate section of the policy. The consumer purchased a 1 year + 2 free month policy for the promotional 1 time payment rate $410.00 on 3/11/2019 which would normally become effective 30 days after on 4/11/2019. The consumer requested that the policy became effective on 5/1/2019. The paid contract rate is $34.17 a month with 12 months of service totaling $410.04, there was $300.00 costs incurred and a $50.00 administrative fee. No refund is due.
XII. CANCELLATION
C. 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. All cancellation requests must be submitted in writing.
We sincerely apologize for your negative experience. In an effort to provide good customer service, we waived the $50.00 administration fee. For further assistance, please reach out to us .Sincerely,Laura DTotal Home ProtectionToll Free: Hours: Monday - Friday, 9:00am - 5:00pm EST
[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: ***
I am rejecting this response because: I do not agree. Total Home Protection does not take care of any issues.
Regards
Total Home Protection is a scam. I’ve worked for THP as a vendor for almost 2 an a half yrs. They don’t cover all repairs as advertised. Also THP hasn’t paid my company in months. When my office call for payments to be made. They either hang up or say they can’t paid us what we’re own and can we settle for less. I don’t recommend them for everyone. This company is a fraud.
Total Home Protection, Has delayed paying my claims for 7 and 4 months. They owe me over $650 and continue to change reasons for the non payment.
I’d ask the Revdex.com to assist in enforcing there debt payment.
They continue to hang up just for me asking for a timeline. Any assistance would be appreciated.
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
3/31/2020COMPLAINT ID:***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.
Due to an internal system issue, there was a delay in the checks being sent. The checks are being expedited to be sent within the next 7-10 business days.
In an effort to provide good customer service we have added a free service charge fee on the consumers account. We apologize for any inconvenience this may have caused.
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 the consumer would like to cancel as per the terms & conditions, please contact us at .
Sincerely,Laura DTotal Home ProtectionToll Free: www.totalhomeprotection.com
I signed up with Total Home Protection on 05/31/2018 and pre-paid for a 3 year service agreement. Today I took out a claim for my Air Conditioner because it quit working. The servicing agent was quick to respond but because of the policy of THP (Total Home Protection) I had to pay for a $250.00 procedure (a leak test) before THP would allow the service agent to proceed with the repair. The service agent determined that the A.C. coil needed replacing, a $1600.00 part. But THP would not cover the expense of it even after advertising how they would cover the cost of an A.C. repair! I ended up paying a total of $495.00 ($45 (service fee) + $250 + $200 (a charge for refilling the A/C).
I am a disabled American vet of the Vietnam conflict and live on a fixed income. I am really disheartened by an American owned and operated company that based their values on deceptive advertising.
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
3/30/2020COMPLAINT ID:***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 consumer placed a claim for an Air Conditioner not cooling and running constantly on 3/10/2020. The vendor reported that the unit was 3.5 lbs low of freon and hold 7.5 lbs. EPA guidelines a system that is reported to be more than 10-15% low on refrigerant must have a leak detection performed to locate the failed component. Per our policy a leak detection is not covered. The vendor reported the condenser coil was leaking, was dirty and rusted. As per the policy this failure is not covered.
I. BASIS FOR 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.
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 apologize that this failure is not covered and in an effort to assist, we offer $150.00 goodwill towards this non covered failure.
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 the policy as per the terms & conditions, please contact us at .
Sincerely,Laura DTotal Home ProtectionToll 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. I have accepted the offer made by Total Home Protection for the amount of $150.00. Please contact them on my behalf to accept their refund.
Regards
I can supply dates, but they seem to confuse the mediator so, in general, I purchased property at ***, Waelder, TX, ***. Prior to the sell/closing, I had the residence inspected. All appliances including the A/C and hot water heater were working. At closing, I purchased a policy from Total Home Protectio for this property. I visited the residence off and on for approx. two weeks before I stayed for any period of time. It was then I discovered the A/C and hot water weren't working and contacted this company. I reported the A/C and hot water heater on the same day. They found someone on their list to fix the A/C. He came out, identified the problem called the 800 number spoke to this company and got approval for repairs which were made and I paid a pre-agreed $60.00. This company said they couldn't find anyone to fix the hot water heater and I would have to, which I did. I had at least 5 phone calls with this company and the result was that the repairman for the hot water heater would proceed exactly as the A/C repairman did only I would pay him and be reimbursed by this company. He called the 800 number, got authority for the repairs, made them and I paid him. I got a call the next day that the repair had been rejected by Total Home Protection as a pre-existing condition. I contacted mediation who had not read my letter or listened to the phone calls as I requested. She said she would do these things and call me back. I have not heard back.
Both appliances inspected the same day - found in working order. I purchased the warranty for both on the same day. Both appliances reported the same day. Both repairmen followed the same procedure of calling the 800 number, getting authority to make the repairs. The A/C was covered. All things being exactly equal (except Total Home conned me into paying for the hot water heater) how can one be covered and one be a pre-existing condition and not covered? All phone calls prove my point and representatives agreed with me on recorded lines.
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
3/27/2020COMPLAINT ID:***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 consumer placed a claim for water heater on 12/28/2019 stating the unit was not turning on. 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 9/1/2019. 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 11/15/2019. Being that the unit was not working properly on 9/1/2019, this is absolute definition of a “pre-existing condition” and NOT in proper working order on the effective coverage start date of 11/15/2019.
The consumer placed an air conditioner claim on the same day 12/28/2019, asked when the last time the unit was working, the consumer advised 12/28/2019. The vendor reported the capacitor failed and the claim was authorized for repair.
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,Laura DTotal Home ProtectionToll 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: ***
I am rejecting this response because:
First, the statement that they take their customers concerns seriously is false. That is proved by the facts that 1) they have not correctly documented my calls if what she cited is true 2) clearly did not listen to the phone calls that contradict this response (as they said they would), 3) hung up on me while I was trying to suggest the best recordings to listen to (which included their employees agreeing that this was not a pre-existing situation), 4) did not call me back after reading my original complaint (to them, not Revdex.com and listening to the calls they said they would review) 5) are currently being sued by the attorney generals of at least two states for just this sort of action.
Now, regarding their statements. Again the bottom line is that the dates for each action taken regarding the A/C were the exact dates for each action taken regarding the hot water heater.
"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 9/1/2019. As per the terms of service". RESPONSE: This is incorrect. What I stated was, as with the A/C, that on this date, as part of the purchase of the property, a professional inspector stated the hot water heater was working. I DID NOT say that was the last time it was working.
"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 11/15/2019." RESPONSE: 11/15/2019 is the day I closed on the property. It was at this time the title company paid. No one had been inside the residence during this time. This coverage date was for the A/C (which was repaired) and the hot water heater (under dispute even though all dates are the same).
"The
consumer placed an air conditioner claim on the same day 12/28/2019,
asked when the last time the unit was working, the consumer advised
12/28/2019" RESPONSE: This is the same date I reported the hot water heater not working using the same language as with the A/C, clearly AFTER the purchase date.
This company found the A/C repairman but forced me to find the hot water repairman as they were allegedly incapable of finding one. The A/C vendor called an 800 number, got authorization and made the repair. This company said I had to find the hot water heater repairman, pay him and then I would be reimbursed. The hot water heater vendor diagnosed, called the same phone number and got authorization to make the repairs and that I would be reimbursed. The bottom line is, once I had paid the vendor they wouldn't/couldn't supply, they had no intention of reimbursing me.
*** is the company that came out to repair the hot water heater. He talked to the person on the 800 number and got the authorization to make the repairs and that I would be reimbursed. in fact, when this was first rejected he was irate because he had been given the authorization. Please feel free to call their foreman, who did the work, ***, to confirm this information. The serial number is ***. The case number is ***.
Complaint: ***
4/9/202
Total Home Protection properly addressed this complaint and cited the appropriate section of the policy, which was grounds for denial of coverage. We sincerely apologize for your negative experience and would like to assist with a resolution. Our representative notates during the call as to what the consumer states the failure is. One of the questions is : When was the last time the unit was working properly, which is notated 9/1/2019. This date is what determined the pre-existing determination. We are currently in the process of requesting the call from the archives for confirmation. For further assistance, please reach out to us .Sincerely,Laura DTotal Home ProtectionToll Free: Hours: Monday - Friday, 9:00am - 5:00pm EST
They have done everything that is written in the one-star reviews and they do not deserve even a single star.
My disposal went down, I called THP and filed a clam and told they send some one to fix it and gave me the tech phone #; I called him and he said he will came at a certain day but he didn't come and didn't answer his phone or return my calls. I called THP again they asked me to bring someone to replace it for me, I did and the tech asked $250 to do that. The tech called THP and they told him to replace it and they asked me to pay the tech and they will pay me back.
From more than six months up to date I didn't receive my money from the and each time I call they promise the will send the check next week.
My refrigerator has been defective for more than five months, THP insist on me to renew the contract with them so they will put a new clam for me even thou me old contract was not expired and we did. They have not sent me any repairman and they asked to bring a repairman to check it.
I did and the Tech called them to report what is going on with it, they told him they will call him latter to tell him what to do. THP didn't call the tech back and every time I call them to ask they tell me they told the tech to buy the parts, but when I call the tech always the answer that he didn't receive any callback from THP.
Last week I received and email from THP to inform me that the repair cost will be to high and they are going to reimburse me $300 for my frig which it costed me $3600 Sumsong stainless style 2 doors and 2 drawers to fix it or replace it.
For that I said they do not deserve even one star.
Thank you contacting us with the above referenced review. We at Total Home Protection treat each review 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 consumer placed a claim for a refrigerator on 1/9/2020 stating unit was not cooling. The vendor reported the control board and the defrost thermostat failed. Due to the age of the unit and potential additional failures, funds were offered to the consumer as per the policy.
VII. GENERAL LIMITATIONS OF LIABILITY
V. 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. In the event a covered system or appliance is deemed irreparable or it is not cost effective to repair, we may replace the system or appliance with a system or appliance of like capacity, the price of which shall not exceed the depreciated value of the system or appliance being replaced. THP is not responsible for installation. The cash settlement shall be in an amount not to exceed the depreciated value of the component, system, or appliance being replaced. In the event you elect to use the cash back funds to repair rather than replace your system or appliance, said system or appliance will no longer be covered by THP.
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 further questions, please contact us at 1-800-545-0402.
Sincerely,
Laura Donovan
Total Home Protection
Toll Free: (800) 545-0402
www.totalhomeprotection.com
Liar's that lead people to believe their refrigerator is covered THP dose not cover coolant leak issues coolant is 75% of what a refrigerator is. How can they get away with this false advertisements RUN RUN RUN horrible company that takes advantage of the name " TOTAL" THIS SHOULD BE AGAINST THE LAW I PAID THEM JUST SO THEY COULD TELL ME KNOW ABOUT MY FRIDGE BEING VOIDED BECAUSE OF A LEAK, WHAT HOW IS COOLANT NOT PART OF THE FRIDGE MMM?
I contracted a Home Warranty Plan with this company. I experienced a washing machine break down. Their technician came out and determined the repair needed. Total Home Warranty decided to settle for $250.00 instead of repairing the washing machine.
I agreed and accepted their offer. They never sent the check and I can't reach them by phone.
Lots of bad reviews online just like mine.
This is an email I received from them on January 6, 2020.......................................
Dear James D,
My name is ***, I am the Claim Manager assigned to your recent claim ***. We have updated information to share with you, please reach out me directly at . Thank you for choosing Total Home Protection.
Sincerely,
Total Home Protection
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
3/25/2020COMPLAINT ID:***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.
Due to an internal system issue, there was a delay in the check being sent. We have submitted for the check to be expedited. The check is being expedited and will go out within 7-10 business days.
In an effort to provide good customer service we have added a free service charge fee on the consumers account. We apologize for any inconvenience this may have caused.
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 further questions, please contact us at .
Sincerely,
Laura DTotal Home ProtectionToll 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 if they follow through with their promise to expedite payment within 7-10 days.
If they don't follow through, I will reopen the same complaint. After all, they have used that same response in the past. So I am not impressed until they do what they say they are going to do..
Regards,
James D
My heat pump was working at the same time as the furnace. It turned out there was a short in the wiring. unfortunately the wiring is inaccessible, requiring tearing out walls and masonry and very costly. the techician said the only way to fix this is to install a wireless module on the heat pump to communicate with the furnace. Total Home warranty will not cover the cost of this repair because they classify this as an upgrade, disregarding the fact that this was the only solution to solve the problem.
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
3/25/2020COMPLAINT ID:***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 consumer placed a claim on 2/18/2020 for a Air Conditioner not coming on. Unable to secure a vendor with availability the consumer was offered to go through reimbursement. Reimbursement is when a consumer contacts a local vendor to come out and diagnose the failure. The vendor must contact us prior to making any repairs to submit the diagnosis, parts & pricing. Repairs were made prior to getting authorization and as per the policy, not covered.
III. REQUESTING SERVICE – CALL
E. In the event we authorize or request you to contact an independent service contractor to perform a covered service, we will provide reimbursement for an authorized amount of the cost you incur for the repair or replacement services. Acceptable proof of the repair and your actual itemized costs must be provided to and approved by us before any reimbursement will be paid. We are not responsible for expenses you incur without our express consent. We will not reimburse you for any costs associated with unauthorized repairs or work performed by unauthorized contractors.
The consumer contacted us back on 3/11/2020 to advise the repair did not work and got another vendor to diagnose the failure. The vendor reported there was a short within the wiring of the unit and had to install a wireless module that communicates with the thermostat. Per our policy this failure is clearly excluded from coverage. Please see the referenced section of the policy below;
VII. GENERAL LIMITATIONS OF LIABILITY
F. This Agreement does not cover upgrading or making modifications to items due to, but not limited to, the following reasons: capacity (over or undersized); dimensional or design change; conditions of insufficient or excessive water pressure; conditions of inadequate wiring capacity; circuit overload; power failure and/or surge; failure to meet building code(s); zoning requirements; utility regulations; or failure to comply with local, state or federal laws or regulations.
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 apologize that this failure is not covered under the policy and in an effort to assist the consumer we offered $108.00 goodwill which was accepted on 3/6/2020. Checks are processed within 30-45 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 further questions, please contact us at .
Sincerely,Laura DTotal Home ProtectionToll Free: www.totalhomeprotection.com
Complaint: ***
3/30/2020
Total Home Protection properly addressed this review 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 heat pump modification 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 service we can offer one free service call fee as a courtesy. For additional assistance, please reach out to us .Sincerely,Laura DTotal Home ProtectionToll Free: Hours: Monday - Friday, 9:00am - 5:00pm EST
[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: ***
I am rejecting this response because: the item under question was a covered item under contract. They have been unable or unwilling to provide me with a reasonable solution to fix the broken wiring on the heat pump. No service company wants to work with them so they do not have the opportunity to build a level of trust with a technician. Offering a 45.00 service call falls far short of the 560.00 I had to spend to fix the heat pump. I am additionally suspicious that I would run into further problems in the future. Despite the higher copay I should have stayed with my former warranty company, Home shield as I never had problems with them. I want to discourage anyone from taking out a policy with this company. I thank the Revdex.com for attempting to facilitate a resolution to my problem. Shame on Total Home.
Regards
I paid for a three year package with the assurance that there was service in my area, and there wasn't. So I had to hire the service person. Did not get reimbursed. Nor did I get a pay out for the broken washer when the tech could not fix it. Asked for a refund on the rest of my contract, they offered a small fraction of it.