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.
LOUISIANA -- I called them for an appointment. The representative put me down for an appointment and lied and said she could not give me Sears phone number to confirm it. The following two RACIST also lied. When no one showed up, I called back and they DENIED me an appointment over and over again - at least eleven times for the appliances I was calling to get repaired. After they finally came to assess one of the appliances and said they would have to replace it, they lied and DISCRIMINATED against me and never brought it. They kept pushing the date back weeks at a time. They were so RACIST that they disregarded all of their policies in their booklet.
After my clothes started piling to the ceiling and they are still piled to the ceiling, I requested the credit check since it was an option by their own admission and since they failed to deliver me a washing machine repeatedly on the days they promised. As of this day they are so RACIST, that I still do not have the credit check, although they are continuing to debit my bank account for $62.95 every month and the deductible is $125.00 for each service visit if and when they come out. Of course I paid my service visit.
However, that didn't stop the RACIST service man from DISCRIMINATING against me. He lied and said he needed a part for the ice maker and said he'll be back in a week and never ever came back to this day. I guess it wasn't the right area for him. I had to call the company to find out why I had another no show. He was so RACIST, he didn't even bother to call and lie as to why he was DENYING me service I was paying.
This claim has been open for two months with still no resolution on my behalf. Total Protect has undermined their integrity and I will continue to make my complaint known in every means possible every day and to every outlet possible until justice is served for this blatant RACISM in America.
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???
SUNRISE, FLORIDA -- Total Protect overcharged me after I canceled their services, which they continued to bill me. I was unhappy with their service so I cancelled on top of reading all their negative reviews on them. Why would I want to do business with them if they have a horrible reputation from their customers and after I cancelled, they also tried to pull a fast one on me, by continuing to bill me.
I called and complained but little did it do anything, they kept my money. They also didn't want to give me a cancellation number either. So I contacted my credit card for chargeback but the nerve that Total Protect would send lousy documentation on me trying to cancel my service, they were trying to get my money anyway. What crooks these people are, they can care less on how they treat you, they will take your money and to fight to get the money they shouldn't been entitled to. I do not recommend Total Protect home warranty, don't bother with them.
FLORIDA -- ATTENTION FLORIDA RESIDENTS: If you have had bad dealings with the below listed two companies in the past year you need to file your complaints the the Florida State Attorney General's Office under the Department of Agriculture and Consumer Affairs. They list a number to call or you can submit the complaint online. Be sure to indicate if you are over 60 and/or a veteran. Filing with the BBB does not really provide any enforcement or resolution. Filing with the Attorney General will provide for investigation, enforcement and resolution.
Total Protect and Total Air Care engage in Deceptive and Discriminatory practices against the elderly and veterans and especially if you are both. They will engage in harassment and lie to you at every chance they get and border elder abuse conduct. They provide fictional names and appointments on calls and laugh and become rude towards you if you attempt to seek resolution. Their work will be of no quality as they lack any customer service or workmanship qualities.
NEW ORLEANS, LOUISIANA -- A technician came to my home on February 10, 2017 to repair my refrigerator (I had called a few days earlier). The technician told me someone will call me later about the options for my refrigerator; whether to repair or replace it. That's been over a month ago and no one has ever contacted me about this neglected claim although they continue to debit my bank account for the monthly premiums in a consistent timely fashion. I reported them to the Better Business Bureau to inform them of the lack of services from Total Protect Home Services.
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.