Total Protect Home Warranty

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Total Protect Home Warranty = Total Consumer Ripoff
Posted by on
MARYLAND -- UPDATED MARCH 28, 2008 (see new section below)

Total Protect is an absolute rip off. I will be reporting them to the BBB and to County, State and Federal officials as well as asking my Maryland Congressional offices to look in to what is clearly a "Total" unmitigated consumer fraud. I will be happy to join a class action lawsuit against them at any time. By the way, when they answer the phone they do not say Total Protect, they say HMS Real Estate Support Solutions so I assume HMS is hiding behind the name Total Protect to shield it from these numerous abysmal consumer complaints. The HMS website says it sells new home warranties through real estate offices but I could find no mention of Total Protect Home Warranties whatever on their website and the Total Protect website does not mention HMS at all. I will ask regulators to look into that as well.

My heat pump broke down in June 2007, during an extreme heat spell, and Total Protect could not have cared less. After 11 telephone calls over six months with not a single one returned, and after being outright lied to by several of their always-different yet always-incompetent representatives, I still have not been offered anything even resembling a fair settlement. I just spoke to the "floor supervisor" who with the most obnoxious passive/aggressive "I am sorry you are not satisfied" routine, refused to let me speak to the head of the customer complaint unit. He ignored every request I made for reasonable followup on my previous 10 phone calls, gleefully repeating his mantra that they had made their offer (in other words take it or leave it, we refuse to negotiate at all), and then instead of attempting to help in any way insisted on giving me the address for the "disputes department" where I have to send in a lengthy written request. I can just imagine how much "Total" attention that will get! I asked for a telephone number for the disputes department and was told I could not have it.

My sad story follows: after sending several totally incompetent people out to look at my 15 year old heat pump (one of Total Protect's "expert technicians" stole the company truck and disappeared -- I couldn't make this up if I wanted too), and after several ridiculous arguments about whether the unit was repairable, Total Protect agreed to replace the unit, but only with a lower than builder grade model of their choice costing $2,100 (and labor was $700 of that price) when the exactly comparable Trane heat pump model cost $7,440. Total Protect then helpfully pointed out that I would be responsible for a number of "additional fees" that would be charged by their "expert" installer, such as extensive rewiring that allegedly would be required. When I on my own had a reputable local dealer (with high grades from Consumer CheckBook), put in a Trane heat pump (since my other unit was a Trane model), I was informed that no rewiring was required. It appears that Total Protect was simply trying to get as much of their $2,100 back as possible. Even after the installation was completed and when the company that did my installation had no need to comment at all they noted that Total Protect's replacement "offer" was totally ridiculous and in no way a good faith attempt to do a comparable replacement.

Don't ever have anything to do with Total Protect. It warrants nothing but what it wishes to warrant, and It protects nothing but its own pocketbook, and its service is the absolute worst I have ever run into anywhere. I will check with the Maryland Attorney General's Office to determine whether it is possible to bring criminal fraud charges against Total Protect.

March 28, 2008 --- UPDATE --- UPDATE --- UPDATE --- UPDATE

I filed a complaint with the Better Business Bureau (BBB) of Metro Washington D.C. The BBB wrote a letter to Total Protect dated January 29, 2008 on my behalf. In a letter dated February 19, 2008 BBB noted that they had contacted the firm and asked whether I was satisfied with Total Protect's response (as I noted in my earlier posting, Total Protect appears to be hiding behind a number of other entities as HMS of the Mid Atlantic States is the company that is rated by BBB in the Washington, D.C. area. Additionally, the claims correspondent who replied to the BBB noted that "HomeSure Services, Inc. has completed its investigation.") So what is the real company,Total Protect, HMS of the Mid-Atlantic States or HomeSure Services?

In any event, I could not believe Total Protect's response. Relevant portions follow:

"The Company approved the replacement of Mr. ___ evaporator coil and air handler. The options offered were a 3.5 ton 13 SEER air handler Payne model PF1MNC04000, a 20kw heater model KFCEH3201F20 and the evaporator coil model B5248HX4QA.

"It was also explained to Mr. ___ that there were non-covered charges of $812.00 that were associated with the replacement of his evaporator coil and air handler. These charges were to be paid directly to the service provider. . . These charges include: duct modification, disposal of the old air handler, air handler electrical upgrades and electrical upgrades which are not eligible for coverage under the Home Service Agreement.

"A second option offered was a claims credit of up to $2,107.65, towards the replacement of a new air handler and evaporator coil. This amount represents the cost the Company would incur had they effected the replacement of the air handler and evaporator coil.

"Regarding Mr. ___ statement that the Company did not offer him a comparable unit, please be advised that this statement is unwarranted, per the terms and conditions of the Homer Service Agreement, the replacement item offered will be a base model that meets all applicable federally mandated minimal manufacturers' standards, performs the same primary function, and has a capacity comparable with the covered item, when available with domestically assembled units. . .

"Mr ___ also requested reimbursement of $7,440.00 for the replacement of his heat pump system; the Company respectfully denies his request. The Company has agreed to reimburse Mr. ___ a claims credit of up to $2,107.65, this amount represents the cost the Company would have incurred had they effected the replacement of the air handler and evaporator coil.

"Also, should Mr. ___ require assistance or wish to speak with a Total Protect customer service representative, he can contact our Customer Service Department at 1-800-474-4047. . ." Signed Corinne Georges, Claim Correspondent.

In other words folks, Total Protect will not provide a nickel more than it offered from the outset, $2,107.65 which apparently covers a below-builder grade model that my own heating/AC company said no reputable company would recommend. And, of course, if you subtract the $812.00 in totally bogus charges, Total Protect would have been out $1,295.65 for an entire heat pump system, including installation costs. Does that sound like a fair deal to you? Does that match Total Protect's rhetoric (still on its website) that "Total Protect Home Warranty protects you and your family from costly repairs and replacement of your vital home systems and appliances." Adding insult to injury they also advertise a "$15,000 total annual aggregate cap on claims." And a "Special Limited Time Offer: Increase my annual aggregate claims cap from $15,000 to $50,000 worth of repairs and replacements for all of your covered appliances and systems for just $2.00 more." Those claims alone should justify a class action suit for consumer fraud.

Of course, I replied on March 13, 2008, in a five-page single-space letter and told BBB that the Total Protect response was totally unsatisfactory and that "Total Protect simply took the same arrogant, condescending and unjustified position it has taken for the beginning -- accept our one and only offer because that is all you are going to get from us."

I ended the letter to BBB with, "If you are indeed in the business of warning consumers about companies that do not stand by their commitments, that defraud and deceive, that do everything in their power to mislead and lie to cover up their own incompetence and fraudulent activities, then I suggest you have found a prime candidate to add to your list. And, yes I would ask that you go back once more and see if you can move them off their intractable position, but I have to say after all this I don't think even the Better Business Bureau will be able to do that."

It appears as if I was absolutely correct. Last Thursday, March 27, 2008, my wife received a call from Total Protect saying they were desperately attempting to get in touch with me and they left a number and contact to telephone. When I called that number a very pleasant lady said she was responding to the BBB complaint and she wanted to know if I would be willing to accept the $2,107.65 offer. I asked if she were joking. I asked why I would now accept an offer that I found inadequate, fraudulent and totally unfair. She asked if I could hold for a supervisor. I said yes. After waiting for about 15 minutes, she came back on the line and said she was sorry but the supervisor unexpectedly had been called to a meeting on here way to speak to me. I asked what I was supposed to do. She said the supervisor suggested that I call customer service. I said do you mean you are suggesting I contact the same customer service department that I have spoken to over a dozen times, where I never had the same representative twice, where I had to explain the situation from the beginning each and every time, where their incompetence was only exceeded by their arrogance, and where never once, not once, did they have the courtesy to return one of my calls -- and she responded yes.

I asked if this was just a call to check the box so they could say to the BBB that they had honestly and in good faith attempted to resolve the dispute. She did not respond. I told her I now intended to escalate the issue by bringing in local State and Federal insurance regulators and consumer fraud authorities. I also told her it was my fondest wish to join a class action lawsuit that might close this company down. When it was clear that she couldn't have cared less, I said goodbye.

I can't wait to hear back from the BBB so I can report to them in detail Total Protect's good faith effort to resolve the dispute. By the way, the BBB rates HMS of the Mid-Atlantic States in the following fashion, "Based on BBB files, this company has an unsatisfactory record with the Bureau due to unanswered complaint(s). They also report 105 complaints against this company over the last 36 months and 31 complaints processed over the last 12 months. There also apparently is a BBB listing in Florida under the HomeSure name.

Finally, BBB says this business operates under the following names: Cross Country Home Services; Haa of Virginia; HMS Home Warranty; HMS of the Mid-Atlantic States; Home Warranty Service; HomeSure of America, Inc., HomeSure of Virginia, Inc. and HomeSure Services, Inc. The address is HMS National, 1625 NW 136th Ave. Bldg. E-200, Fort Lauderdale, Broward County, FL 33323

I will update this posting as I do not intend to let this company get away with this.

Read 41 RepliesAdd reply
User Replies:
Paul Harris on 06/20/2008:
I have had the same bad experience with Total Protect. I had a garage door opener stop working. The belt from the motor to the door had broken. I explained what was wrong and was read what was not covered by the operator. She did not know what she was talking about either. The list included door handle, brackets, track etc. I said those were all part of the door, not the opener. The door was installed by one company and the opener by another. The opener came with a motor and a track. When I explained this she agreed that it was covered.
The technican came out to repair the opener. It took 20min to do the work. He spent more time on the phone only to be told that the part is not covered. He was calling the service rep and I was on the phone with customer service. Customer service again read the list of what is not covered. No mention of the rail. The service rep kept telling the technican it is not covered. He would not let me talk to him. Finally, I told the customer service person that I was going to tell the technican to take out the rail and leave my property. He removed the rail and left without being paid. I am waiting to hear from Total Protect.
This company is the worst.
elfie on 07/09/2008:
Total Protect Home Service Plan has not helped me either. Our airconditioner is not working and we paid our sixty dollars to have someone come out and tell us that it needed a coil and they could not supply us with one. I called Total Protect and they told me that it is in discussion on if they are going to replace our untit. I call and someone tells me that they will get back to me in twenty four hours. It never happens. They have not made one phone call to me at all. They tell me they are sorry and they will give my information to their supervisors. I have to wait on hold for twenty to forty minutes just to hear they can not help me. What rights do I have? I pay for this service along with my mortgage. Who by the way suggested this Total Protect Plan in one of my mortate statements. One would think they checked this company out. I am discouraged reading from others they have waited six months and still no help. I wrote to the BBB and they have not sent anything back yet. I also sent a note to my mortgage company CWHL. I would appreciate any advice. I will spread the word to all I know that this service plan is not good.
DebtorBasher on 07/10/2008:
What's it all about...Elfie????
TiredAndRetired on 07/10/2008:
My experience was not quite as bad as this one, and was not with Total Protect, but with AHS (American Home Shield). We had a Jenn-Air double built-in wall oven that was intermittent in its operation, for four years. Several techs were dispatched to repair the unit, but ultimately, it failed again. Once was on Thanksgiving. When it became obvious it could not be repaired, we contacted AHS and told them the unit was not repairable and we wanted it replaced. They would not have replaced the unit with what we wanted had we not called our Realtor and complained to her. Our Realtor went to bat for us and got us a $2,600 double oven. (basically, these companies are insurance companies---they like collecting premiums but not paying claims).

In another instance, they only would PRO-RATE a new microwave, which would have covered only 1/2 the cost.

One would be better off buying all their appliances from Sears and taking out an extended warranty. I have done this on all major appliances and have more than recovered my money's worth.
Madison WI Resident on 07/15/2008:
Unbelievable. Thank you for posting this - I was actually entertaining signing up for their "protection". I plan to email my corporate bank along with this (and other) threads to see if they might want to reconsider associating themselves with this fraudulent entity.

I'm sorry you had such a bad experience; stay with it though. You're doing a great service to others, helping them to avoid the same type of problem.
Madison WI Resident on 07/15/2008:
I just emailed corporate Associated Bank and sent them a few links (including this one) asking if they really wanted to be affiliated with this firm. Associated has provided a list of their customers (and mailing addresses) along with their logo. That, in itself, is bad business practice.

Also take a look at and query TotalProtect. Ironic part is the literature says "No inspection necessary" - what a joke. In the fine print on the back it states "Associated Bank, N.A. and its affiliates are not affiliated with Cross Country Home Services, Inc. or HomeSure Companies". Well then why is your logo on the letterhead and brochure? Duh!

MiaGon on 07/30/2008:
Another victim from Total Protect - HomeSure protection of California, Inc.

I had the worst of the problems. My A/C unit broke completely, I bought that home about 1 year and four months ago; the house is about 18 years old and of course the A/C is the same age. Well, I called Total Protect on 07/10/2008 to file my claim the technician went to my house three days after and I paid the 60.00 "co-pay" for NOTHING plus my monthly payment. I live in California where temperature can rise up to 120º my house is a two story home so you can imagen the heat inside. After waited twenty days for Total Protect to replace the unit or the part I cancelled my service )on 07/30/08) because every time I called they will be going around the bushes giving me stupid excuses. Representatives are so ignorant, all the would say is "yes I understand how you feel". Last one I spoke with, almost hung up on me because I told her that it was the worst of the companies I ever had an experience with and that I hated when they say, " I'm sorry I know how you feel" with this fake voice tone like they were angels. I finally told her that they do not know how I feel, sleeping in the floor, 112º hot, and beside last night we had a visitor - a scorpion because of the heat was inside our home. - I have three kids and told the ignorant representative to cancel my claim and my policy, I am not going to put in a risk my kids. My husband and I will pay for the whole unit to be replaced. The only advice I can give is try to save money because ANY, ANY Home Warranty Company will help you that easy, Fidelity Natinal is another one. I changed to Total Protect thinking it was going to be bette - WAS NOT!!!-
IntDesigner in SC on 08/08/2008:
Thank you so much for posting this. I was actually holding the offer in my hand - sounded like a good deal for a mere 37.95 a month added to my mortgage...

It is now in the garbage.

How frustrating. I am so sick to death of companies treating people like this - the most maddening them is how padded they are/hard to get at. All you get is the same stupid $8 an hour idiots reading replies from a manual. Infuriating.

Good luck, I really hope this gets resolved to your satisfaction.

Best, Leslie
RanOverTheCat on 12/01/2008:
You should all read your warranties!
Nothing that is denied is stated as covered and nothing that is covered is stated is denied... the contract is specific and provides you with your rights AND your responsibilities....

be responsible and educate yourselves as consumers....
kammy on 01/07/2009:
Total Protect is the worst company to do business with. I had a new furnace installed. My AC coil was gone also so I had to pay Hanna $1398.93. OK so far. The heating unit did not work so Total Protect sent out Hanna out on service call for $60.00. He could not get the system to work for more than 4 hours. Called TP and again they sent out Hanna
$ he could not find anything wrong with system Worked for 4 hours then went off. Called TP for another $60.00 they sent out a different service man. He said my chimmney was
bad. Finally after 3 weeks of no heat I called Bryant Heating & they sent out a registered service man. At a cost of $150.00. SAid the system was installed wrong & fixed unit. TO will not reimburse me for all the money I spent on service calls that was caused by original installer that did not do the job properly. I am going to
get out of contract.very unhappy with service
Totally Upset on 08/27/2009:
Also see a two-year complaint stream on Total Protect that was finally cut off in December 2008 because the complaints about Total Protect were overwhelmingly negative: When you are finished reading that complaint stream, look at the 158 reviews of Total Protect, also overwhelmingly negative, at If anyone were to bring a federal class action suit against these clowns, it would appear to be a sure winner. I am still fighting Total Protect over the claim I wrote about at length above and have received 6,756 hits and a 73 helpful vote approval rating on my posting. I will be updating my story soon as I am now turning to the Maryland Attorney General's Office and the Maryland Insurance Commission. Still "Totally Upset" and Still Hanging in There. It has now become a cause that I hope all of you will join by reporting this sham of a company to your local BBB, your local consumer protection agency, your local radio and TV station, your Congressmen and your State and local Fraud and Insurance agencies and finally to Federal Authorities. If enough people complain, they will be sued or shut down or prosecuted for fraud.
NanS123 on 10/17/2009:
If there is a class action lawsuit against this company, I'd be happy to get on the band wagon. I all ready posted my complaint on this web site so I won't go into it again, but as soon as I am finished with my claim (if I ever am), I will cancel my policy. I may still be calling my lawyer if they don't fix my heat pump over their fraudulent practices and lies.
total protect is rip off on 04/14/2010:
My god,how did not I read all these sites and all these bad very bad reviews and comment .what did I due to my self so I had to pay and when I needed help I couldn't get it , where is Better Business Bureau to see all these people being riped off by Total Protect Home Warranty .my final call was to their repair man to finish repairing what he promised to do which a heat less than a year old and he"s ignoring what I paid and the warranty but listen to this, over the phone he told me (don't call me any more you damn Arab call total protect I work for them )then hang up on me .please I am looking for a best discrimination lawyer out there .final is final I want sleep until I win.
Fraudhater on 05/04/2010:
Anyone is up for a class action lawsuit against this ripoff, incompetent service company? I am. If you know a good lawyer, then post it up and let everyone join.
HMSsucker on 07/15/2010:
This company is a ripoff. My heat pump has been broken for 4 months now. 9 service calls, 100 degree weather and $700/month electric, I still have nothing. The two service companies both told me that HMS gives them more money if they reject and not replace the system. Avoid HMS at all costs! Save time and your money!!!
LakevilleMN on 10/20/2010:
Total Protect = TOTAL RIPOFF. Stay away from that scam. I had a different, very good plan, in Minnesota for 10 years. Switched to Total Protect in August 2010. In October a contractor found cracks in the heat exchanger. Denied by Total Protect, claiming pre-existing conditions. TOTAL SCAM - DON'T BUY IT!!!!!!!!!
YucaipaCA on 07/01/2011: wondering if I signed up for a dud as well with this company because of the inadequate businesses they contract with. Had an appointment for the last 2 weeks to just check out my AC and the contracted entity (Cool Guys-Riverside) decided the night before my appointment that other customers take precedence before my appointment. Called them back to reschedule and never heard back from them! Think I'm going to cancel that Total Protect Gold and save me some money!
Cat on 01/17/2012:
My heater and AC are one unit. It is old. The heater went out. The service tech said due to concerns of safety the unit must be shut down and we must get a new one. There had actually been a fire in it. When he notified the warranty company they said it is our first claim and they don't want us to think we can get money out of them. They insist that the unit be repaired. It will be getting down to the 20s tonight. They didn't care about the safety concerns. We've been paying this company for a long time. It looks like we will have the same trouble as every one else and we will cancel the policy as soon as something gets ironed out.
AB on 02/29/2012:
Just received an unsolicited letter asking me to sign up for Total Protect which is "now in my area" so I guess they're still in business. Glad I checked your comments before I went any further. Throw out that mail!
JB Greensboro NC on 05/16/2012:
Monday, May 14, 2012: I placed a service call to Total for my Water Heater and Garbage Disposal. A service representative from Triangle Plumbing and Backflow Services came to my home within 2hrs. The service representative checked the garbage disposal and manually turned the motor and removed a rubber piece. The Triangle representative wrote on the service slip: He removed and repaired the rubber piece. According to Total a new garbage disposal was installed, which is not True. I paid the $75 required deductible

Tuesday, May 15, 2012: I called Total Protect for the Water Heather and placed a claim. A service representative from Triangle Plumbing and Backflow Service came to my home within 2hrs. He suggested I buy a new water heater for the amount of $499.00. Taking into consideration I just paid a $75.00 deductible, I decided not to pay the suggest amount. I have already paid:

Monday, May 14, 2012: Paid Deductible: $75.00
Tuesday, May 15, 2012: I Placed Stop Payment @ $31.00
Deduction from checking account @ $39.95 for 24 months, totally = $998.20
Grand Total = $ 1,104.20

The grand total should have covered a new water heater and a new garbage disposal. One would be better off buying all their appliances from Sears and taking out an extended warranty. If there is a class action lawsuit against this company, I'd be happy to get on the band wagon.
nobody on 05/20/2012:
LOL, "Trane". Trane is nothing more than a branding scam. The compressors are all made from the same place, and the coils in Trane are all aluminum (not repairable). The real moron here is the person who think's paying $7,500 for a Trane heat pump is acceptable. THAT is the rip-off. A/C longjevity has 100% to do with the care that was taken to install, and good maintenance. "Trane" don't mean SHIT!
chanella on 06/04/2012:
Thank you to all of you for sharing your bad experience with TotalProtect. I am actually in the process of getting a quote from them. I am glad I went extra step, found and read your complaints. Their "protection" just sounds too good to be true to me. If you start a class action lawsuit, I would do everything I can to help. Together as consumers, we must speak up to protect ourselves. Thank you.
Pam on 08/01/2012:
I have total protect and have not had any problems. I do recommand them.No Problems they have paid or replaced every claim I have filed.
Terrie ann on 08/06/2012:
I called Cross Country (Total Protect) on 8-01-2012 because my AC had quit working. The repairman came out I paid my deductible and after 2 hours in the attic the rapairman said I needed an evap coil. He said he had to submit it to Total Protect to tell them the Diagnosis of my AC.
It is now Monday 8-06-2012 and 12 phone calls and 3 pages of notes later it has still not been repaired. Every time I call I get the usual response but from a different rep, "Your claim has been submitted for processing...allow 24 to 48 hours and someone will call you back". I am so upset and frustrated that an American company is taking advantage of people, taking our deductables and monthly fees and not keeping their word and repairing our broken units. To think that this company has gone on for this long without anyone filing a lawsuit against them is a miracle. I wish I had done my research before I called and started using them. I am giving them 2 more days and that is it...I am calling an stopping the auto deductible on my account...this company needs to be stopped, but by who? what can we as consumers do so that Cross Country Total Protect can not take advantage of other innocent consumers...If there is truly a heaven and a he-- the owners definitely need to go to the latter.
Chuck on 10/22/2012:
Thanks for this web site and all of the good feedback. I was considering the service but decided to do some checking after reading the statement "You may cancel the agreement at any time after the 30-day review period
deli on 12/20/2012:
I was just taking advantage of by Total Protect. They called me a few months ago got me to leave my other provider and switch to them. Some time later my dryer stops working I put in a claim and they tell me it's not cover because it failed due to a maintenance issue. Get this, the issue is that the motor failed... WTH, I asked over and over how I'm responsible for the motor and it's up keep I do not have access to the motor if I had a clue how to access it I would not need them. I immediately cancelled my policy and I will be following up with the BBB, YELP and any other review site... STAY AWAY FROM TOTAL PROTECT, IT"S A SCAM!!!!!!!!! It's a good thing I found out before I spend years paying into them.
Dave on 04/19/2013:
Total Protect customer for 5 years without a claim - AC went out because of age and although the system had been properly maintain over a glowing 17 history - Total Protects competent(?) technician wrote his report to say that the system was poorly maintained and failed because of this. Claim automatically disallowed - no recourse. Normal life span for a unit of this nature is 10 -12 years. No points for trying to stretch the life of the unit to save everyone money. Result - policy immediately cancelled. Do not fall into this money trap!!!!
Masterguns on 04/28/2013:
I just called in a claim for my a/c unit that has quit cooling. I sure hope I don't have an outcome like any of the above. But I will comment no matter the outcome. More to come.
Ruben Alcana on 07/23/2013:
Total Protect = TOTAL RIPOFF. Stay away from that scam and they are the worst company to do business with.
It is a ripoff as they just do referrals to service companies to do the repairs. Houston, Texas US please be aware of this TOTAL RIPOFF PROTECTION .
David M on 07/24/2013:
I got the ad for TotalProtect...thanks for the comments, I'm not buying it.
Doc on 08/11/2013:
On August 8, 2013 Appliance Comfort Air (Thus far an innocent party in my estimation ) responded to claim xxxxxxxx regarding an issue with my air conditioning unit. They determined the issue to be the evaporation coil not working properly to the extent it could not be repaired and needed to be replaced. They did not proceed
with the repair as they were awaiting authorization from Total Protect.
According to a phone message received from a Total Protect representatives 24-48 hours later, the evaporation coil is not covered. What kind of nonsense is that? It is an integral part of the system. What good is a warranty on system that doesn't cover the system? Apart from being shady, it's wrong and a long way from being over. Stay tuned for those wishing to get in on a class action lawsuit.
GERALD LANDERS on 08/27/2013:
my ac went out called TOTAL PROCTECT 3days they came out to fix ac. the tecK came look at the ac and said a total proctect rep. would call me.He said my coils was dirty he rejecter my claim .my ac coils was cleaned 3 months before I filed a claim I e-mailed pictures of clean coils .this co is a rip off a thief an a lie. I WOULD LOVE TO JOIN A CLASS ACTION LAWSUIT....
Michelle on 09/18/2013:
I'll join a class action suit too!! I have the same coil problem as Gerald, above!
Dee on 09/25/2013:
I have had total protect for a couple of years and it is truly a rip off. I've had the a/c problems and was told the same thing that you all have been told as well as applicance problems. They give you the same excuse every time. Buyer please beware. It's not worth the headache.
Myrna on 10/30/2013:
I have had Total Protect Home Service Plan for almost 10 years but now we have problem with them willing to report them to BBB and I'm happy to join a class of action lawsuit against them at anytime.My contract started on 03/12/2004,effective date 04/11/2004 used them like 3-4 times without problem.Problem came on October 17,2013 called them to file a claim for plumbing system there's a leak on first floor bathroom coming from second floor bathroom they send this guy Sam's Heating and Plumbing on 10/16/2013 He check what's the problem and automatically he ask for $ 75 deductible check # 222 then he schedule us on 10/18/2013 he came and replaced the pvc that has a leak and installed a new faucet then I have a guy whose going to replaced the tiles that was broke when Sam open the wall unfortunately the one He replaced does not level on our wall exceed like 1 insches we call Sam the plumber He said he has to talk to Total Protect Home Warranty while He is here in our house I contacted the Insurance Company He said the Insurance will not pay him to fix this problem and He is charging us $ 145.00 extra my question is who is responsible for this all our coversation was recorded by my daughter,took picture of what He installed,then spoke to the Total Protect Customer Service Rosita she said she will report everything to Regional Coordinator,called them again the following day 2 times spoke to Ashley and Sheneka they said it's already reported but it will take 48 hrs Sat. and Sunday not counted wait till Tuesday 5 pm they will call me but I didn't got a call from them so I called at 6:05 spoke to Christine she said it takes 30 days before the decision will be granted now Christine said she will inform the Department that is responsible to this issue and she will give me a call tomorrow at 2 pm.Or give me advice if I have to report this
to BBB
Philip Smythe on 12/16/2013:
Reviewed experiences and have dumped their ad. Great to read reviews before buying.
richard ropp on 02/04/2014:
Sorry to pooh pooh all of you but I have had good experiences with my air conditioner, washing machine and microwave. It's true it can be frustrating but you can use the technician against them by using what they tell you about the repair. If it's unfixable they will usually tell you. You can use them to fight for you. The reps know nothing about the appliance and you have to make them understand that repairing it would be more costly. I have had several repairs and ultimate replacements. Just hang in there. You can't expect fast service on any of these items.
William Filber on 02/28/2014:
Thank you all for posting your comments, personal comments from actual customers regarding Home Warranties are the only true reliable warnings. That are so true and meaningful I cannot personally make a more sincere and authentic comment then what have been already made on this page by so many.
Please be aware of these companies, save your money, get the store extended warranties if one is available. Stick with a large and reliable store, such as Sears, Menards, Lowes, Home Depot...etc.
I have not heard of, or have had a positive relationship with any Home Service Warranty Companies. Including Total Home Services, after seeing there offer on my Home Mortgage I was not surprise. Stay away, do not waste you money, save your thirty or forty dollars per month and soon you will have enough to pay personally for the repairs. Good luck people, and God Bless.
a.t on 03/25/2014:
thanks to every one I was just about to get the policy from I csncelled.
M.C. on 05/07/2014:
I recently received a pamphlet from TP and decided to read the entire warranty they provide on their website. Anyone who does this will see you are in for nothing but problems if you sign a contract with them.
julie kilday on 10/18/2014:
I called in last Friday night with the problem of no hot water. Today is Friday after 5 week later and I still have no hot water. A part was ordered Tuesday around 1pm...............I guess no one wanted to pay for overnighting the part so I will be 10 days with no hot water.........hmmm...........Terrible service........I am thinking maybe Monday this will all be fixed but no one has said when it will be fixed.........wishful thinking? I will be ending this particular home warranty and going back to my old may be a few more dollars but they offer a much better VERY UNHAPPY with this company.
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Ripped Off Two Seniors in Their Mid 80's Living on a Fixed Income!
Posted by on
To: TotalProtect Home Warranty and your Various Other Business Names
To: Florida Office of Insurance Regulations
To: Channel 7 – Help Me Howard – Consumer Division
To: Better Business Bureau
To: Florida Division of Consumer Services

I let a joint marketing effort by Wachovia/Wells Fargo (my current bank) and TotalProtect Home Warranty (this company is known under many other names – on my checking account statement it is listed as Cross County Home Total Protection) get the best of me; I did not do required due diligence by going online and searching for information. If I had done the proper research I would have never done business with this TotalProtect; which engages in deceptive practices (LOOK AT THE MANY ONLINE NEGATIVE ARTICLES COMPLAINTS AND A RATING FROM 365 CONSUMERS OF 1.5 OUT OF 5 STARS).

I’m an 84 year old senior citizen who lives with his 86 year old wife; we are both on a fixed income and can’t afford to be ripped off like this. Shame on you Wachovia/Wells Fargo for partnering with this horrible company and betraying my trust. I’m now considering closing my Wachovia checking, money market, way2save, and Wells Fargo financial services trade account. This is what happened:

In Late November of 2010 I received a joint mailer between Wachovia Bank/Wells Fargo and Total Protect Home Warranty advertising two plans for a home warranty with the ease of being endorsed by Wachovia and the money being taken directly from my checking account. Read through the information I was sent and decided based on the marketing material and a one month free offer that it sounded like something worth trying and had nothing to lose. I mailed in the acceptance form and chose the higher pay option; $49.95 a month with a $75.00 dollar deductible on repairs/replacement. Approximately one month later (late December) I received the warranty booklet and plan information advising me that the coverage would start on January 11, 2011.

Part of the plan I signed up for offered a quarterly (4 times a year) preventative maintenance. This was without cost to me and was offered quarterly; I could choose from a list of covered appliances or systems. I called the 800 phone number listed on may warranty booklet on January 28, 2011 to arrange for a maintenance inspection on my air conditioning unit. During the last few weeks I noticed that my home was not cooling as quickly as it did before.

During the phone call to TotalProtect a service claim was opened for me and I was given the name of a local Miami, Florida company called Penguin Air that I could call to arrange for the service and was given a reference number. I called Penguin Air and they arranged to have someone come to my home on Monday, January 31. I was explained that if the service person finds something wrong with the unit he will call TotalProtect and a new claim number will be opened for a repair/replacement claim.

When the service person from Penguin Air arrived and inspected the unit, he advised me that it’s low on Freon and he also detected a leak. He told me that it would not make sense to do maintanance work on it since it requires replacement parts for the leak. He said that a call will be made to TotalProtect; to which he did, and was advised to collect a $75.00 dollar deductible towards the new replacement part claim and a new service/replacement claim number was given to him. I paid the $75.00 cash to the service person; since up to that point it seemed to be in sync with the plan information I was sent.

On Tuesday, February 1, 2011, I was left a message to contact TotalProtect via the 800 number and reference my repair/service claim number. I called and spoke to Margaret who kept putting me on hold telling me she had to refer to the “notes” on my file. After the third or fourth time, she came back and told me that my claim was declined because they deemed it a pre-existing condition.

At this point I quickly realized that what I had been sold was deceptive and worthless since anytime I make a claim they can always use the pre-existing condition clause and nothing will be covered. So I asked Margaret about the $75.00 dollar deductible I was now charged for a repair claim they have now rejected. She told me that it was not refundable to me. Imagine my surprise, I’m now out $125.00 between the $49.95 monthly fee and $ 75.00 deductible and NOT one stitch of work had been done. She proceeded to tell me that if the service person had not detected any problems with my unit and had done maintenance work then I would not have been charged the $75.00 deductible. So, in essence; work done = no fee, no work done = $75.00 deductible. I told her that a deductible is an amount paid by a policy owner on a covered claim that is in excess of total repair amount. Margaret and I went round and round; she was robotic and seemed to have rehearsed the terms and conditions many times before.

I asked to speak to a Supervisor. She recluctanctly obliged and I was connected with a Ms. Shulman (unsure of the spelling). She proceeds to tell me the same thing Margaret told me. I told her that this was deceptive and did not make any sense to me and I obviously signed up for a plan full of loopholes to the detriment of the consumer. I’m skeptical of any insurance/warranty plans but was misled to believe that this was legitimate since it was cobranded with Wachovia/Wells Fargo Bank.

I asked Ms. Shulman to cancel my policy and as per the free trial offer, refund the January charge I was assessed. She told me that she needed to transfer me to Member Services. She transferred me to Dolly. I asked Dolly to cancel my plan and she wanted to know why. After explaining to her how I felt this was a deceptive plan and how I now have to pay for a deductible when absolutely no work was done, she told me that she can cancel me but I will not be receiving a refund. I told her that I signed up as a trial offer and should not have been charged. She proceeded to tell me that my trial offer started on December 11 (that’s when they received my enrollment request). I advised her that after sending in the enrollment form in late November I never received any correspondence from TotalProtect until I received my warranty booklet in late December advising me that my coverage would begin on January 11, 2011. How in the world would I have known I was covered If I never received anything in the mail until late December advising me that my coverage would begin on January 11, 2011. This is plain deceptive and an outright fraud!

Complaint Summary:

I was placed on a free month trial without ever receiving any information, policy, contract, or contact information. When I finally received my information and called for service I was on my paying month, so now after cancelling I will not receive my monthly premium refunded.

I was charged a $75.00 deductible based on repair/replacement work needed on my unit. This deductible was collected at the same time the preventative mantainance was supposed to be done. I was then contacted and told my claim was denied and I lose the deductible.

I’m out $125.00 without any work being done; this is a fraud and is full of deceptive practices, steps, loopholes. Their intent is to get you passed a trial period you don’t even know you are under and then charge you the first month, they then offer quarterly maintenance without a fee. When a repair/replacement issue is at hand they then claim it is a preexisting condition and deny the claim.

Shame on you Wachovia/Wells Fargo for partnering with this shady company. TotalProtect is a fraud and has stolen my money!

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unhappy999 on 02/01/2011:
Thank you for warning others about this scam. You are right, most warranties are not worth the paper they are printed on. They always have loopholes and have a reason to deny coverage.
MDSasquatch on 02/02/2011:
well said
azRider on 02/02/2011:
yep, most warranty plans are just scams to get money from you. I'd do this. take that $50 monthly fee you were willing to pay to them, open an account and each month place that $50 in there. this is now your emergency fund. when something breaks or needs repair take it from that fund. your going to spend the money anyway, so create an emergency fund for things that break or cases that you were not counting on.
MTKA HVAC TECH on 03/31/2011:
Moved From Other Review: I am interjecting to the complaint from "senior on a mission" which I just read. I have no connection with the company you are registering a complaint against, Total Protect Home Warranty if I am correct. Not connected in any manner. I am a licensed heating/air conditioning contractor with several Masters certifications and years of experience in my trade. I diligently read your complaint trying to side with you against the warranty company scam.
After reading the circumstances of your complaint I can only come to one conclusion, you are trying to "scam" the insurance company. If I understand you correctly, you signed up for a "free trial period" of one month. The claim for the non working air conditioner was placed the following month, (your free month had expired). You were billed for that 2nd months warranty coverage. A service tech came out to inspect the problem, you paid your deductible. So far, sounds square to me. You got one month free, billed for the second month. Then you put in a request to fix an air conditioner which has a leak and has lost all its freon. These things don't just happen overnight. Over years copper lines in coils and condensers can develop leaks under the wrong conditions. With my years of training and experience I can only surmise that you were trying to get an existing broken air conditioner repaired or replaced for free, (less your first months payment if charged). REALLY? Do you think you could actually get them to replace your air conditioner, which I assume has not been working for some time, for free?
Unless there are other circumstances which I am not aware of, if so I will gladly recant everything I have just written. If not, shame on you. Please respond if I am missing something here. This seems too obvious as to who the scam artist is. Once again, I have to say, I am in no way connected with the warranty company, I have never heard of them before. Just surfing the web.
kimbergreen on 04/23/2011:
Mika Havac Tech,

Have you research the web just a little about Cross Country Home Services? Obviously not. This company is not legit. They are EXTREMELY deceptive and are in no way in the business to provide a straight forward helpful service to others. They steal people money again and again in VERY deceptive way, in cahoots with banks or Mortgage Co. who get a 'kick back'. They provide jobs for the phone service personnel and they put money into training them what to say; what NOT to say; How to send out paperwork in deceptive time lines so as to 'trick' the consumers.
Shame on you for being on their side against a consumer of limited means !
Betsy on 03/20/2012:
WellsFargo never heard of this company. Thank goodness I caught all this information on line. I am sorry to hear about the plight of those two seniors, but, thanks to them, I will be going back to Total or Service America, or just put money aside which sounds even better.
janice on 09/03/2014:
Just as I suspected. Am researching this now and I am finding bankers do business with bad companies and I do to trust either. I am done with BOTH. use credit Unions and put these freeloaders out of business.They only want our money.
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Total Protect Warranty Is A Rip Off
Posted by on
MURFREESBORO, TENNESSEE -- I read the other reviews of Total Protect Home Warranties, mine was sold to me by CountryWide home Finance, I thought it was a good deal for forty bucks a month, WRONG. My AC unit went out in July, 2008. I called it in, they were going to send me to a company 125 miles from my home, I said no, then they had me call a company who works out of their back yard and the guy who came out to inspect my unit was wearing women's clothing and makeup, said I needed a new unit and he would call it in. The temps was running in high 90's and due to health problems I needed my AC unit to work. It took them a week to approve the replacement, then another week to send the unit to their repair company, the repair company told me I was going to have to pay them another 700 dollars as they were going to have to rebuild the air box because the new coil was not the same.

I went on line and found a the same coil I had from the company who made my old unit and a new unit like mine right here in my town, Total Protect said I had to accept what they sent and their install company said their charge was for the disposal of the old unit, disposal of freon and rebuilding the air box, I informed them that I was AC certified and would remove the old unit and dispose of it and do the rebuilding of the air box myself, I was informed by Total Protect that I would not be able to do that and the install company said that was their bread and butter and would not allow me to have the new unit to install it.

I finally went out and checked the unit myself, found that all it needed was a new fan motor, went and bought one for 56 dollars, changed the blade and installed the parts left off by the install company, my AC works great and blows ice cold. I paid my deductible when the girl/boy first came out to inspect my unit, he decided it needed to be replaced, and after I made many, many, many heated called and being put on wait for a supervisor who never was around, I finally had enough, Total Protect employees are some of the worse I have ever encountered in customer service.

I was in management for many years and I would never of let a employee treat a customer as I was treated by Total Protect and by Countrywide when I called them to complain of the warranty company they sold me on their letter head. I was misled into thinking this was a company owned by Countrywide, of course it is not, it is a very low sub standard company who is only interested in ripping off the people who they are supposed to help. I wasted my money paying into this rip off warranty, I cancelled it and I am glad I did. I would advise anyone who is thinking of buying a home warranty with Total Protect or Cross Country, or HMS to put your hand in your pocket on your money and run as fast as you can away from them, they will screw you every time.

Look at their reviews on Total Protect Customer Reviews. on a scale of 5, they have a rating of 1.6 with a total of 321 reviews, 99 percent terrible. That tell you that the company is a Rip Off. The company needs to be disbanded and the people put into jail, they are all criminals riping people off as they do every day. STAY AWAY FROM THIS COMPANY FOR YOUR OWN GOOD.
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gail1234 on 09/14/2008:
Stay away for Total Protect Home Warranty sold by CountryWide home finance, it is a total rip off and you need to run from it,
Totally Upset on 08/27/2009:
Also see a two-year complaint stream on Total Protect that was finally cut off in December 2008 because the complaints about Total Protect were overwhelmingly negative: When you are finished reading that complaint stream, look at the 158 reviews of Total Protect, also overwhelmingly negative, at If anyone were to bring a federal class action suit against these clowns, it would appear to be a sure winner. I am still fighting Total Protect over the claim I wrote about at length in the "Related Review" listed above titled "Total Protect Home Warranty = Total Consumer Ripoff" and have received 6,756 hits and a 73 helpful vote approval rating on my posting. I will be updating my story soon as I am now turning to the Maryland Attorney General's Office and the Maryland Insurance Commission. Still "Totally Upset" and Still Hanging in There. It has now become a cause that I hope all of you will join by reporting this sham of a company to your local BBB, your local consumer protection agency, your local radio and TV station, your Congressmen and your State and local Fraud and Insurance agencies and finally to Federal Authorities. If enough people complain, they will be sued or shut down or prosecuted for fraud.
LakevilleMN on 10/20/2010:
Total Protect = TOTAL RIPOFF. Stay away from that scam. I had a different, very good plan, in Minnesota for 10 years. Switched to Total Protect in August 2010. In October a contractor found cracks in the heat exchanger. Denied by Total Protect, claiming pre-existing conditions. TOTAL SCAM - DON'T BUY IT!!!!!!!!!
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Stay Away from Total Protect Home Warranty (also known as Homesure of America Inc)
Posted by on
FRISCO, TEXAS -- This is the worst company I have had to deal with ever !!! I am a mortgage customer of Countrywide and in 2006 they offered Total Protect to me as a Home Warranty service - and since it offered an easy monthly deduction along with my mortgage payment, I signed up.

My front-loading washer broke down in early July 2008. I called Total Protect on July 9, and logged a claim. They assigned a contractor - Authorized Service Center (Garland, TX) to service my claim. STAY AWAY FROM AUTHORIZED SERVICE CENTER TOO...

On July 10, ASC sent a tech who pronounced the master control board in the washer defective, said they would order the part and be back. After a few follow up calls, the tech returned on July 17, popped in the replacement board and the washer would not work. He then said that Kenmores were not great - and I should have bough a Maytag and also said he had to program the board - however he did not know how to - coz there were too many models" and said he'd be back the next day to call the manufacturer and program the board.

The next day (Fri) he never showed up and after several calls to ASC they informed me they'd be back on Monday. The following Monday (7/21) when I called ASC - they informed me that I had to call Total Protect to send them a "recall" order - since they had FIXED the machine and it failed. In spite of my several attempts to explain that the washer had not been fixed ASC was adamant that since they put in a part the machine was fixed regardless of whether it worked or not !!! Even though I was incredulous I had no choice but to call Total protect. They promised to send the paperwork in a few minutes. When I called ASC for a service appoitment the next day (7/22) they claimed that they had not received the order. So for the next 3 days Tues, Wed, & Thu I kept calling ASC and Total Protect until they both relented and sent the tech out to my house on Friday - 7/25.

The tech came in called the manufacturer and was still unable to get the washer working. Apparently the manufacturer told him it might not be the board, it could be something else and asked him to check the door latch. Now the tech appeared totally clueless and asked me to sign something, which I refused to. I called up ASC's office manager who basically threatened me - "Do you want the tech to leave or for us to complete your work?" I told them that I obviously wanted the washer to be fixed. In any case the tech left and till this day (8/1) he has not come back.

After that I called Total Protect on 7/25, 7/28, 7/29 and 7/30. They stalled in connecting me to supervisors and when the supervisors stalled - I ask to speak to someone higher. They gave me the name of a director - with an email and fax #. I have written a 5 page letter to him outlining what's happened on 7/30 and emailed and faxed it - however there is no response or even acknowledgement of my complaint.

The crux of the issue is this: Total Protect is supposed to pay me $500 towards the purchase of a new washer when they deem it unfixable. The supervisor that last spoke to me on July 30 told me that they would pay me $300 - because they had paid $200 to ASC for fixing my washer. I debated with him that they had not fixed anything, and that my washer still does not work. I told him that in addition they had also "run" away with my $60 deductible, and that ASC should not get a dime. He kept sounding like a broken record and told me that I have to option to either take the $300 or they could send another tech from another company - and he would assess it and we could go from there. I was also told that the service call for the new tech + any parts and labor would be subject to the remaining $300 cap and if they could not get it done - basically I get nothing. Also Total Protect would not commit to a timeline. I found this proposition ludicrous, and then wrote to this supposed Director - and I am yet to hear from him.

I have since purchased a new washer and am fighting my case to get at least $500 - my original front loading washer cost a lot more... I also am writing to Countrywide asking them to back up their promotion of Total Protect, and if there is no response from any of these guys - will complain to BBB and also will join any class action suit against Total Protect / Homesure of America Inc.

BTW I tried calling their membership services today and they sympathetically gave me a fax number to refax my letter to their director - and guess what ??? That number does not exist. Also my email to their director has come back as undeliverable - and thet my mail system would try for another 2 days !!! All this reeks of TOTAL FRAUD. These guys must be put behind bars for misrepresenting and cheating unsuspecting customers.

Buyers Beware !!!
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Totally Upset on 09/06/2008:
See my very similar report on Total Protect Home Warranty that can be found at
Mike reedy on 08/05/2011:
I was going to buy a policy but it looks like I should just save my money
Must be lucky on 07/14/2012:
I'm very sorry to hear about so many bad experiences, but I have had Total Protect for about 5 years now and I LOVE it!! They have replaced my water heater, my washer, ceiling fans, and my oven all on different occations. I have never had a problem and this has been the best insurance investment I have ever made.
Ron on 12/10/2012:
Anyone seriously wanting to get a reputable warranty offer for your home or business should indeed "stay away" from Total Protect. I opened a claim on 12/4/12 and a repairman was sent from Around The Clock to service my Refrigerator and Dishwasher. He advised me they were probably too old to get the needed parts and that he would suggests getting both replaced to HomeSure (Hereinafter the warranty people). He advised he would write everything up and convey the measurements or models to them.

True to form the warranty people called and said were making an offer to replace both appliances to my delight. They provided model numbers of GE refrigerator as well as dishwasher for me to view from a local Home Depot and let them know if they were acceptable or I could get the Claim Credit amount for both appliances which was $512.00 for the refrigerator and 344.00 for the dishwasher. After checking with my wife on the color I called them and accepted the models and here's the rub
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StarEmpty StarEmpty StarEmpty StarEmpty Star
Posted by on
Rating: 1/51
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 sale you their services which of course cost an additional out of pocket cost to the home owner.

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 un-repairable. 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 owners 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 its 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 it's 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.
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TotalProtect Home Warranty on 08/26/2013:
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.
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This company will wait you out on Appliance Replacement for months
Posted by on
FORTLAUDERDALE, FLORIDA -- I went months going to a laundromat while waiting for the warranty company and the service company to make the decision to repair or replace my machine, each blaming the other for the communication difficulties. This tactic worked like a charm forcing me to give up and make my own arrangements. Total Protect/Cross Country/Homesure wins another one......
The AirConditioning was my most recent rip off. I had it investigated on the state level and the warranty company will change the facts, communications and paperwork in whatever way will make them come out smelling like a rose and appearing to be following the fine print, exclusions that do not pertain to the mechanical failure. They also gave authorization to replace my air with an authorization # and part numbers on my phone in my presence. The Service company had the Authorization # and part numbers all approved for a new unit and then the following week were told that Total Protect had spoken to me and denied the claim.
I called Total Protect upon hearing this outright lie and they then proceeded to lie to me about the service company technician having given a second invoice on the claim. Again I checked with the Service Company and they assured me that they and their technician did no such thing either on paper or verBally.
I called back to speak to a Total Protect Supervisor and they would not put one on the phone. I called the Bank that I purchased the Warranty from as an optional product to my mortgage and they got a Supervisor on the line for me.
I asked what the fine line was between when the warranty company covered or denied a claim with the presence of rust and corrosion as normal wear and tear for an older 15-18 year old unit parts. I was told that each claim was a new claim and if rust and corrosion were not cited by the technician as the cause of the malfunction then it was covered.
I checked the written service order for the August claim and there was no mention of rust and or corrosion on the report whatsoever.
When I filled out the Consumer Fraud Paperwork and saw the response that Total Protect gave that division I saw that they even lied to that governing authority. So short of getting a private attorney there is no way to Win against this company that has been fraudulent in more than one claim with me. The part that enrages me is that the Bank involved continues to offer this company as an optional product to rip off thousands of their customers.
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Alain on 10/10/2011:
This seems to be common behaviour for home warranty companies. The best you can do is warn other consumers to avoid them, which is appreciated.
Venice09 on 10/10/2011:
I agree, Alain. All of this is so typical of warranties and confirms what many people had to find out the hard way. I think consumers are finally getting wise to warranty scams.
Alain on 10/10/2011:
Eventually they'll catch on, Venice!
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Home Warranty Service
Posted by on
CARROLLTON, TEXAS -- This company's address is in Ft. Lauderdale, FL for those of you who may be looking for this company. I bought this plan through my mortgage company for an aging home. On 9/13/08 I placed a call for service for my furnace which I have had inspected twice yearly for over 6 years. After the inspection in Sept. I was told the heat exchanger was cracked on the furnace. I called Total Protect for service. It took 3 days to get a tech to the house. I was told it would not be covered because I had taken out the policy because I knew the furnace was in need of repair. The policy was taken out long after I started having a local company check the HVAC system twice a year. It is now 2 months later & still nothing has been done. The 1st tech is apparently no long with the original service company & they do not have his paperwork. They were not going to send another company except my daughter got involved & forced their hand. But it has been for naught. I am still getting the run around with lost work orders, no return phone calls and just total lack of customer service. I am 78 yrs old with heart problems. I am now facing a winter without heat and THEY COULDN'T CARE LESS and are not standing behind their contract. RUN from this company. I will continue to report their TOTAL LACK OF CUSTOMER SERVICE/CARE to any and all who will listen, including the State Attorney General, the State Insurance Commission, the BBB and I have retained an attorney in hopes I will have heat sometime before next spring.

DO NOT TRUST anyone who wants to sell you a policy through Total Protect, HomeSure America or Cross Country Home Services. My mortgage holder, Citimortgage, recommended this company. I will be contacting them also about the irreputable company they are "pushing" to their customers. They are another case of poor customer care! STAY AWAY!!!!
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Anonymous on 11/13/2008:
What's the attorney doing?
Sandra on 05/03/2014:
My experience with Total Protect has been a nightmare. The air conditioning unit is not covered according to them. After paying my payment for a year nothing gets done. I've paid almost 300. In deductible and with the latest one. I have to pay 2769.41 to pay out of pocket to get my a/c unit fix. Run from this company.
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StarEmpty StarEmpty StarEmpty StarEmpty Star
Horrible a Sheer Nightmare. Stress and Tears
Posted by on
Rating: 1/51
FORT LAUDERDALE, FLORIDA -- They have about 3 names Total Protect, Home Sure and one more. It should be a law against this. In mid summer I have been dealing with them over 27 or more days. They are full of crap. Tried to get me to pay them 260.00 or 210.00 service man did not put it on paper. I paid him 75.00 after I refused to pay him that other fee that he asked me for. He said he charged the freon and it was OK. I asked him to use a thermometer on the vent to see if it was cooling and he told me it was cooling and I gave him the 75.00 check and he had the nerve to ask me for my drivers license and I refused he lied and said I didn't pay him the 75.00. He spent more time on the phone with Total Protect trying to set us up. That Monday they sent out another company and he said I am sorry I can't help you when they contacted me again the said my portion to fix the ac was 500.00 plus then thy went down to 350.00 last week.

I called an attorney and after copy the contract he could not understand why they would not live up to their agreement. I kept a record of how many times I called them to be talked to like a piece of crap. I and my 75 year old husband wit numerous health issues have been traumatized. I call two other people very reputable, and both said that the compressor is gone. They are liars and who wants somebody like that in their homes, I am out of fees to get two other opinions and lawyer fees and my unit is still. I also let my mortgage co know they are promoting and deducting for a bogus co. It is a shame that this happens. If I did something like this I would be in jail. They would not even respect or deal with my attorney.

We will have to replace air conditioner because the price of repair would be 2,700 and the offer me 663.00 and I was told that would come nowhere near fixing our unit Please take a few minutes to tell of your experience it may make you feel and I really wish I had taken the time to read their negative review.
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cmthru on 08/27/2013:
I looked at the web pages for Total Protect. There's no way to read a sample policy without getting a price quote. I did notice that they apparently offer only repair for appliances, not replacement.

On the other hand Home Sure says they will replace appliances, but the homeowner has to pay a deductible fee. They don't say what the fee is

Also the service fee is supposed to be $60, not the $75 you were charged
TotalProtect Home Warranty on 08/27/2013:
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.
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StarEmpty StarEmpty StarEmpty StarEmpty Star
They say the warranty covers anytime 24/7...don't believe it.
Posted by on
Rating: 1/51
FT. LAUDERDALE, FLORIDA -- Last Friday (6-28), my air conditioner went out. I came home from work @ 4:00 PM. The company was called prior to send an air cond. tech. They gave me a 4 hour window. That day it was 118 outside.@ 8:30 PM, they were still not here. I called the tech directly...he advised me that he would be there shortly. About 9:30, they showed up. After examining the unit they said the fan motor need to be replaced. OK. After 30 minutes or so they returned saying they needed an additional $150.00, to have the store opened up because it was now after hours I explained to them that I have a home warranty that covers all hours of the day and night.... 24/7. They insisted on the extra money. @ this point my house was still in the 100's. It happened to be the hottest day of the year. I gave them the money @ that point. They returned an hour later and finished the job. I called TotalProtect. The customer service representative assured me I would get my money back because the charge of $60.00 is all I should have paid. All of a sudden the owner of company that provided the service calls me and asked me what happened. I told him. He started screaming at me that it was my fault I should not have given him the money.

This is getting lengthy, so....long story short, TotalProtect now told me it was between him and me. They were no longer going to get my money back. In other words tough luck. You got ripped off. Do not use this company!!!!!
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eRelations Specialist, TotalProtect Home Warranty on 07/10/2013:
• We would like to investigate and address the specifics of your situation to prevent this from happening again. Please send me an email at and provide your name, property address and phone number with best time to contact you. We will report back to you as soon as possible with our findings.

– eRelations Specialist, TotalProtect Home Warranty
Toori on 02/11/2014:
They left me with no Furness when it was declared state emergency in the state of Georgia. They came up with all kind of excuse not to fix my furness. Devastated with a two year child no heat for several days. Still I have not fixed the heat as we do not have funds. Do not fall for this company. They have no heart!!!
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StarEmpty StarEmpty StarEmpty StarEmpty Star
Backed Up Toilets and Shower in Both Bathrooms
Posted by on
Rating: 1/51
FLORIDA -- I put in a service call on Monday morning for 2 toilets that wouldn't flush and for black water coming up in my shower. We plunged till we had blisters. Total protect gave me the number of a company over 40 miles away who would not be able to come until 4 days later.

I called Total Protect back and told them it's unreasonable to expect 2 seniors to go 4 days without a toilet or shower. The called the company and then told me they arranged for an emergency call and that the company would call me and let me know what time they'd be at my home. They did not call or come. I called Total Protect back around 6 pm and spoke to another person, I asked for a supervisor and after being on hold I was told they couldn't find one.

Now they say they'd find another company who could come this evening, and would call me back. I am still waiting, it's 9:15pm. I suggested they cover the cost of a
night in a hotel, since the water in the shower has a very sour odor. They won't cover that. If I find a plumber on my own, they won't cover it. This company will tell you anything they think you want to hear.
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BigAl on 06/26/2013:
Wait until they finally do come and charge you for it because the problem is a septic tank that needs servicing.
eRelations Specialist - on 06/26/2013:
Thank you for your feedback and we sincerely apologize that you experienced a longer than usual wait time for a getting a service partner to diagnose the failure to your plumbing. We were able to locate a service partner that was able to got out to your home (6/25/13) to diagnose the failure with your plumbing .

We strive to provide the best service possible to all of our customers
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