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.
FREEHOLD, NEW JERSEY -- My tenants hot water heater was not working. They sent a plumber over who took apart the gas burner and didn't put it back together. He wrote a ticket saying the sensor was not working due to lack of maintenance. First let me say, our lack of maintenance made the heater last three years beyond the warranty. The plumber left me a message saying the sensor doesn't work and there was a backdraft from the chimney. He also said he does not service this area.
The first CSR I spoke to told me he said I needed a new sensor but he didn't order it and that they would review the ticket to determine what they would do. I asked for it to be escalated as there were children in the house and temps were expected to drop. Each time I called, the CSR gave me a new story. But each time they said in 48 hours I should get a call back from a manager.
I called three times on Saturday, they kept me on hold for a manager. They failed to say that the 48 hours does not include the weekend. The first call was on Wednesday, on Friday the original plumber went back to reassemble the parts he took apart. On Sunday my husband went out and purchased a water heater because we didn't want to leave the Tenant without hot water another day.
When I finally got to speak to a manager on that Monday, she was going to compensate me with 100.00 for the purchase of the new heater but then noticed that on the ticket it said the plumber changed the thermo coupling. No one in the approximate 20 calls I made ever mentioned that he changed anything. Hence, they closed my ticket.
Apparently this company does not stand by their word and with the notes they supposedly had how did not one CSR notice a part was changed! So disappointed in the lack of customer care and the lack of understanding by the managers. By the way, we tried to speak to another manager. Two weeks later, still waiting for a callback.
TAMPA, FLORIDA -- I have been a Total Protect customer since May 2015, a friend recommended them. In August 20th (Thursday) I submitted a claim regarding my air conditioner. Claim number and a telephone number for a vendor was given. So I want to share this whomever would like to read it.
August 21st a very nice Customer Service Agent from Total Protect cancelled the first vendor (a one-man company with a full schedule. I am in Florida. 95 degrees outside, 105 inside, no A/C) And conferenced me in with a new vendor, Healthy Home Heating and Air Conditioning, that asked to treat my request as an EMERGENCY. I believe they have more technicians. One went to my house, diagnosed the problem and left. He told my son he was going to order the part and be back Saturday August 22nd; unfortunately my son forgot to ask of what year.
I called several times and no one knows anything. All they know is that they ordered the part and have no idea when it will arrive or if it has arrived at all. I don't understand how they can't track a package in this day and age when I can track a letter and they post all the information on the web. Maybe they used Pony Express.
I had specified that this was an emergency. I live in Florida where it goes to 95 degrees daily and it gets hotter inside my home. I could have dealt with that for a day or two but not a week or more. I've had to send my Dog to a friends because she couldn't handle the heat. My son and I have also been experiencing heat-related issues, medical problems which are obviously starting to cause problems. As of today, August 26th, we are all clueless as to why we haven't even received an ETA on the work that needs to be done or even when the part is to arrive. Again anything can be track nowadays.
VIRGINIA BEACH, VIRGINIA -- This company is a ripoff and finds reasons not to pay. I signed up in January and my plan became effective February. I called when there were loud noises from my AC unit. They took a few days to reply after the claim. You continuously have to call and push to get help. They finally had Four Seasons come and the guy was very rude. He ended up rescheduling because he couldn't fit in my attic. After he came back they told me the insurance needed to pay for a new compressor and he would let them know. I signed the paper and he left.
A week goes by and no reply so I called the insurance for them to say I need to send in my home inspection to show my unit was okay when I purchased the house. I sent the paperwork and they said allow 3 business days. 7 days goes by no reply so I called again. This time the excuse was that although the inspection showed my unit was fine when they checked that the service tech said it looked like my unit was tampered with. This is not true and why wasn't I told this last time. I asked for a supervisor who told me the tech said my contractor was 10 days old so this is pre-existing. Each time I speak to someone it's different.
They said we could pay for a second opinion out of pocket so we did. They advised we need a new contractor. I sent the report in and a week later no reply so I called. They said it will still be a pre-existing condition and the claim is still denied. Why let someone get a second opinion if you're still going to deny. I asked if they even called the second tech and the representative said no they did not. But they called the first guy. I need the information from the second tech.
They are very unprofessional and give different reasons to prevent them from having to pay. I asked for a corporate or upper level contact and they would not get one. I am going to file a complaint with BBB. I have an infant and 8 year old who are without heat. February is when it started getting cold. We had to buy heaters. This is unacceptable. I am beyond angry. I was given inaccurate and inconsistent info. Bad customer and tech service.
Paid out of pocket for second opinion and still denied.
I purchased a TotalProtect home warranty to cover the major systems/appliances in my home. When I tried to file a claim on the AC they sent a company of their choosing out. I paid the $75 deductible. The company they sent said it needed replacing... the coil was leaking. TotalProtect called back and denied the claim. They said the unit needed routine maintenance such as cleaning and the dirt caused the coil leak.
I have contacted 3 service providers to see if this could be the case and all 3 have said no. Even the original company they sent out said when they phoned in their findings and were asked if the dirt caused it their reply was no/not likely. The representative on the phone said: I'm sure it's not but I was a technician and I believe it could have so I am denying the claim. So here I sit in an 82 degree house with no AC. The very reason I have the warranty is to avoid this. They try every possible angle to get out of paying a claim! I plan to pursue filing claim with BBB.
SUNRISE, FLORIDA -- Our kitchen sink wouldn't drain so we called TotalProtect as we have a contract with them. They sent out a plumber and he wanted to cut into the drain when in plain sight was a plug that you could see would unscrew and give access to the drain pipe that ran outside. We gave the plumber $75 which was our deductible then we got a phone call from TotalProtect saying we were not covered for stoppages. Seems like they could put their horse before the cart. They charged us for stopping our contract but it will be worth it in the long run. Nothing do they cover!
TUCKER, GEORGIA -- I used to love Total Protect. Lately, I am disappointed in them and hope that they get it together. We had a garbage disposal issue, excuse me HAVE. They sent someone out from Sears who was rude and said that they sent the wrong person. This person ordered the part we needed but said that the plumber would have to install it. We paid the guy our deductible. The guy reported that we did not pay. I called Total Protect. They called Sears. Sears confirmed that this was a mistake. We did pay. They would send information.
Total Protect, manager Terrence required that I also send proof before they will allow the plumber to arrive. I had to go to the bank, and find a way to fax them a copy of the check - front and back and the receipt. They still will not send the plumber out. They said that I have to wait, that they do not have sufficient proof. I asked to speak with a manager and was told no. I asked for a complaint line or corporate number and was told that there isn't one. This company does not care about customers and service. I have gone out of my way to prove that we paid, another company said we paid and they will not allow the plumber to come out. Go elsewhere.
FLORIDA, FLORIDA -- The contractor went to the wrong house - he then called us and came to our house. He checked the range and washer and we gave him a check of $170.00 (85.00 deductible for each). He was supposed to email the invoice which he never did. The check was cashed by the company and he has ordered the part of range (coil) needed to replace. We have called him million of times and he is very uncooperative. He told us that TotalProtect rejected the claim.
We called TotalProtect, talked to at least 20 people and no one is willing to help. If this issue is not resolved, we will bring a lawsuit, go to TV channel and media blog and BBB as our patience is running out, and Total Protect will get a bad reputation.
HOUSTON, TEXAS -- I've had Total Protect since 2007 and during this time, I have only used this service less than 10 times since I joined.
Within the last 2 summers I have encountered major air conditioning problems each time Total has rejected payment for any replacement parts, saying it was as a result of owners lack of maintenance, referring me to the home service agreement which states "we agree to pay the covered costs to repair or replace the items listed as covered on your agreement coverage summary if any such items become inoperable during the term of this agreement due to mechanical failure caused by routine wear and tear, subject to the terms and conditions of this agreement."
They send independent contractors who only want to sell you their services which of course cost an additional out of pocket cost to the homeowner. In July 2013 they sent Royal Flush AC&H who stated the outside coil was 50% clogged, unit low on freon, inside coil leaking and unrepairable. They contacted Total who disapproved any repair work and left me stuck without air period. Back and forth I went with Total only to get a call on a Sunday morning from some representative who said "sorry" but we are not paying because of owner negligence. With Total it is always owner's negligence.
I then asked them to refer me to anyone who does the work for Total which they provided 4 names. The estimates given went from $1850 to $2600. I chose North Star Mechanical who finally showed up on a Monday, after missing the initial scheduled appointment (which was on a Saturday), and putting me off until the next Monday.
They replaced the evaporator coil in July, now in August, one month later the unit is freezing up, the blower is out and the person who did the earlier work has been fired and Total refuses again to pay and North Star wants more money for something they should have detected when they were out in July, but of course it's the owners fault.
Instead of keeping you with the original company that did the initial work, Total schedules you with company after company which is not a wise decision. Instead of them keeping me with North Star Mechanical they again wanted to send out another company. I had to call in and ask permission to get North Star to return since they had come out and replaced the coils in July. Total reluctantly agreed and instructed me to call North Star which I did.
The technician arrived the following day and reminded me about the service fee without so much as looking at the problem. He then tells me the problem is the blower which needs cleaning which would be an additional $85, he leaves and says he will return the next day. I told him I would contact Total to ascertain if the blower is covered.
I called Total and spoke with a representative who led me to believe the blower was covered only to find out today (8/23) during a conversation with a Total representative that again they would not cover any services to which I responded that I am not surprised, you never do anyway and that I am sick and tired of Total and I would be cancelling the service effective today. The technician from North Star stated to Total that the motor was gone and this would cost an additional $385 plus the $85 for the blower. The technician was up in the attic with the unit on 8/22 but never said anything about a motor until he returned on today (8/23) supposedly to replace the blower.
Prior to his return he had contacted Total and all of a sudden the motor is an issue. I chose Total because it could be included in my mortgage payment, but as of today, I'm through with them. I'm cancelling the membership and searching for a company that will service its clients. TOTAL is a TOTAL waste of the homeowner's money. And if your emergency is on a weekend you can forget it, as they do not have anything in place for the contractor to come on a weekend, possibly because they know it will cost them more money.
We're sorry you're having issues with a claim. Thank you for letting us know. We'll reach out to you directly to discuss your concerns.
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!!