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Total Ripoff. Do Not Use Them.
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

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.

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Horrible customer support
StarStarEmpty StarEmpty StarEmpty Star-
Rating: 2/51

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.

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Total Protect Has Gone Down the Tubes - Go Elsewhere
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

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.

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Poor Service Total Protect and Total Air Care
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

FLORIDA -- ATTENTION FLORIDA RESIDENTS: If you have had bad dealings with the below listed two companies in the past year you need to file your complaints the the Florida State Attorney General's Office under the Department of Agriculture and Consumer Affairs. They list a number to call or you can submit the complaint online. Be sure to indicate if you are over 60 and/or a veteran. Filing with the BBB does not really provide any enforcement or resolution. Filing with the Attorney General will provide for investigation, enforcement and resolution.

Total Protect and Total Air Care engage in Deceptive and Discriminatory practices against the elderly and veterans and especially if you are both. They will engage in harassment and lie to you at every chance they get and border elder abuse conduct. They provide fictional names and appointments on calls and laugh and become rude towards you if you attempt to seek resolution. Their work will be of no quality as they lack any customer service or workmanship qualities.

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Negligent in Processing Claim
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

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.

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They Are Not Very Honorable
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

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!

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Most useless warranty
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

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.

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Toilet
StarStarEmpty StarEmpty StarEmpty StarBy -
Rating: 2/51

Called to verify cracked tank from toilet covered. It would be subject to the repair. Absolutely no tsunami to the tank. Cost me 75$ to hear not covered. They always hassle before paying.

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Terrible
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

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.

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Claim
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

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!!

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Total Protect Home Warranty Rating:
Star Empty star Empty star Empty star Empty star
1.2 out of 5, based on 33 ratings and
50 reviews & complaints.
Contact Information:
Total Protect Home Warranty
1625 NW 136 Ave., Bldg. E, #200
Fort Lauderdale, FL 33323
954-835-1900 (ph)
www.hmsnational.com
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