Service call placed on a AC unit in the house we purchased 7 years ago. AC the heating tech said is about 15 years old which in WI is at the high end. 5 days before we got info on who to call after I called them 3 times. Tech confirmed that the unit shows well maintained and nothing he sees is outside of normal aging or code, filters are clear. He noted that this is their first call with TPH and he never had any of the other companies he works with insist so much on taking pictures of everything, got 3 emails about it. When I heard that I should have seen this coming. We are in WI a AC outside has a expectancy of 7-15 years so that we had ours that long is very good.
Well long story short after I heard about the pictures I got curious since this was our first ever call. Sounds like they have a pattern of finding a needle in a haystack to deny your claim and make it LOOK as if it's legit. So a tech of 27 years tells us this unit was well maintained and these young yahoos claim it's not based on... wait for it 'a few cobwebs' that after a first use in this 6 months winter period apparently showed up and aged lines. They seriously told us the tech of 27 years does not know what he was talking about. There is not enough room and time to go into this more and I am done wasting my time but all I can say is DO NOT WASTE YOUR MONEY.
Those that post and review that they try to pull a fast one on you have it right. I tried to give them the benefit of a doubt and should have listened to my higher inclination on this one. If it's too good to be true it is and the pattern is across of these companies listen to it. Never mind for a repair and $60 a pound of Freon. They would only cover a miserly $10??? Seriously.
Just glad I did not pay the policy in advance and we paid monthly because we are done with the yahoos and canceled this. I rather do this the traditional way and save my emergency funds. Unless they are going to uphold the policy and address the way this claim was handled sufficient by either fixing or replacing the unit. Don't waste my time.
FLORIDA -- On Dec 15th 2017 my washing machine was not spinning to extract water, claim called in. Serviceman came out 12/16/17. Then nothing happened, I called back. Was on hold over 20 minutes. Was told no decision. I made repeated phone calls and eventually on 1/6/2018 I was told the parts had been ordered. The next day another phone call. Parts were back ordered and would be in 1/12/18.
Parts were received 1/16/18, 2 parts of the same kind were sent and waiting would continue, I waited another week still no parts, called Total Protect. They seemed to be unaware of the problem with the parts and I was told they would contact the service company again. I waited 2 more days. Still no resolution, called Total Protect again to cancel. Spoke at length with claims. I was told a manager would call me within 2-3 days with a resolution. I then canceled the coverage. By this time I had been a customer for 2 yrs 6 months.
I had called twice before and always received satisfactory service but something had happened with this company since my service requests in 2015. I have shared these comments with Total Protect and have requested that they return my last service fee as the service company did not complete the service, so far the silence has been deafening. I believe this company slow walked my claim.
Garbage product. Signed up, no claims first year. Premium increased 20% upon renewal. Filed 1st claim, they dispatched plumbing service tech who barely spoke passable English so direct communication was difficult (I don't speak whatever East Euro dialect he was native in). The option I was given was, they could authorize the plumber to cut a hole through my wall, inspect the pipe and then I would be responsible for the cost to repair hole and pipe. My response (No!) I had to pay deductible for service call. Called to cancel contract and agent answered with the wrong company name. Stay away from this sham.
After my poor experience with Total Protect, I received a performance survey that I opened that contained only one question regarding whether my request was closed to my satisfaction. I clicked "no" but that was it, no additional questions or dialogue box to add comments, that was two weeks ago. Within hours of posting my first negative review, the company reached out to "make things right". Sorry, I already canceled but thanks for proving that the brand and money grab are what's important, not the poor saps like me buying false security.
RALEIGH, NORTH CAROLINA -- When I signed up for Total Protect, they assured me “Unlimited Claims Coverage; No matter what the total cost of repair or replacement, all covered claims will be paid for by Total Protect.” However, when my hot water heater cracked and required replacement, they only covered $648.65 out of the $1876.88 cost to replace. To make matters worse, the hot water heater was specifically listed as a covered item.
TotalProtect also assured me that “There are plenty of service technicians in your area to help with any claim” and that “Total Protect pre-screens the service professionals in your area so that you're guaranteed a reputable and trustworthy service company.” However, there was only 1 pre-screened plumber in the entire city of Raleigh who wasn't even professional enough to return our multiple phone calls and/or voicemails. It has been 4 days and I still have received a call.
What's an even bigger violation of their promise that “Total Protect will take care of things further,” is that when TotalProtect was notified their service provider failed to return our calls, they said “Figure it out yourself.” My wife had to call every plumber in Raleigh to see if they would accept 3rd party billing. After hours of calling people she found 1 person who would. However, because they were fixed rate and not itemized, TotalProtect refused to honor the full claim amount.
I could not be more disappointed in the coverage TotalProtect provided. They violated the terms of the warranty coverage and then Robin and her supervisor; Crystal, refused to work with us after the fact to cover the entire cost of the repair. Since I have 3 homes warrantied through TotalProtect, I will not be renewing my contract with them. 100% dissatisfied with their service!
FLORIDA -- Bottom line, this is a summary of our experience: We spent 15 nights out of our home and returned on the 16th day. The temperatures during this time were between 110-116 degrees. I had to spend many hours away from work to be available to meet the vendor that Total Protect used. They didn't show, came late...did not respect or value my time.
Ordered parts that didn't fit creating a complete waste of time. No consideration was given for the excessive time to complete the job, money spent for accommodations, or loss of wages from time off work. We experienced a complete lack of: professional courtesy, customer service, work ethic and integrity, not to mention complete disregard for us as people.
FLORIDA -- My air conditioner stopped working on Sunday afternoon. I immediately called TotalProtect to file a claim and get a repair person out. After 3 phone calls and 2 hours on the phone it was determined that no one could come on now Sunday evening. Monday at 11 AM a technician arrives, asks for my $125.00 deductible which used to 75.00 when I began as a customer 8 years ago. Determined the problem was a bad contactor & cap. He said he had to email TotalProtect and would be back when it was approved.
I called TotalProtect and they tell me it could be 24 hours as they have to review the claim. They would not let me speak to a supervisor although I asked on all 3 calls to them. It is now 90 degrees in my home for the 2nd day in a row and still could be tomorrow. No way to run a company.
Extremely disappointed with Total Protect. They DO NOT honor their commitments as specified in their booklet. I have had the same problem with my refrigerator and they have come out over 9 times and replaced the same exact parts on the refrigerator over and over again. I spoke to several reps on the phone and one put me on hold to speak to a supervisor who clearly admitted they won't replace my refrigerator. It says if it can't be fixed, it will be replaced. They just came out for the 10th time recently. When will you honor your commitments Total Protect???
FORT LAUDERDALE, FLORIDA -- I have had this warranty for awhile and have always had trouble getting service. Once I waited a week I called to cancel and they wanted to charge me $25.00! Really? I just waited 40 minutes on the phone to do this too. Get another company, not this one. I have absolutely nothing nice to say about this company.
LATEXO, TEXAS -- I would not recommend this company for the following reasons. Bad business practices, slow to respond to a claim, false statements among other things. When I called to find out about their services before signing up with them I specifically asked about service technicians in my area as I live in a rural area and had had trouble with another warranty company finding service techs to come out here in the country. I was assured by the lady on the phone that they had plenty of companies in the area to perform service for Total Protect. I asked and was told several times that they had people in the area.
I called in to file a claim on my AC unit not working properly on the 31st of July. The temperatures were in the high 90's and heat index of over a 100. I was told that I was being placed on the "high priority, emergency list". I called back two more times and was told the same thing and that they were having trouble finding a service tech, this after I had been assured there were plenty in the area. I asked to speak to a supervisor and was given several different excuses and never did speak to one and was basically told not to call back that they would contact me when they found someone to come out and check the AC unit.
Meanwhile the temperatures were steadily rising until they were over 100 degrees. A week later I finally got a call from a service tech from a city that was over an hour away and he came out and diagnosed a bad evaporator coil. Said he would call it in when he got back to the shop. Another week passed before I got a message to call Total Protect about my claim. When I called they told me that I needed to give them the ok to order the parts and that I would have to pay another $185 out of pocket after already paying my $85 deductible, said it was for reclaiming and disposing of refrigerant and fixing the drain pan.
Also said it would take two to three business days before the parts came in and then the service tech would call me to schedule an appointment. Can't help but wonder if this will take another two weeks on this "high priority, emergency claim" to be fixed. As far as I can tell there was nothing wrong with the drain pan. I told them that I didn't think I should have to pay for all that when it took two weeks for them to get back to me even though it says in the paperwork that they don't cover it. I think that they should have paid it due to the heat and how long it took them to take care of this "high priority, emergency claim".
Of course they refused to and they were oh so sorry and apologetic about the delays. I feel as I was lied to about service people from the very beginning just to get my money and they do not care about the customer even if they call it a "high priority, emergency claim". I am seriously considering canceling my account with them after my AC does get fixed. Also I am going to file a complaint with the Better Business Bureau. I think Total Protect has very shoddy business practices and care not about their customers, but only about getting the customers money.
SUNRISE, FLORIDA -- DO NOT USE THIS COMPANY!! I will be sharing my experiences with multiple websites. I was supposed to get the first month of the warranty for free in April 2015, but TotalProtect took the monthly fee from my account anyway. I had to call my bank and place a stop-payment on the transaction. The bank gave me my money back and got reimbursed from TotalProtect.
When I filed my first claim on May 14, 2015 to have my air conditioning unit repaired, the technician calling himself "**" from the vendor company A to Z Heating & Air in Auburn, GA arrived on May 19 and demanded payment of my $75 deductible prior to doing any type of work. I refused and called TotalProtect customer service to verify this policy, which the technician ("**", whose actual name is "**" or "**") claimed he "had to do or he would get in trouble." He then lied to a representative named **, claiming I did not want to pay the deductible.
I spoke with ** and let her know in front of "**/**" that I had no problem paying the $75 deductible, but this technician needed to do some work before demanding payment. The customer service agent "**" agreed with me and told "**/**" the technician that he at least had to do a diagnostic on the air conditioning unit before demanding payment. This is when "**/**" got angry because he was told to do work before demanding payment and proceeded to write an invoice stating that my unit had a pre-existing condition.
When I paid the $75 deductible and asked for feedback regarding the repair, the technician said that "TotalProtect would call with the details." I called TotalProtect and spoke with a very rude senior manager named **. Claimed he would follow up with the vendor, but was too lazy to look up the correct vendor phone number. I had to provide with the vendor's phone number. ** later called and left a voice mail, claiming that TotalProtect would not repair my air conditioning unit.
** proved to be very arrogant and lacked common sense, siding with the vendor before gathering all of the facts. He really could care less about the company's clients and should be terminated because there is no telling how many other customers have had horrible experiences with this person. Is apparently not very good at basic math, because the company lost my $600 warranty because they cheated me out of a $75 deductible and a repair that they are responsible for. UNLESS YOU WANT TO BE CHEATED OUT OF YOUR HARD-EARNED MONEY AND YOU WANT TO BE TREATED RUDELY, DO NOT USE THIS COMPANY!!