Total Protect Home Warranty - Page 2

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1.2 out of 5, based on 17 ratings and
33 reviews & complaints.

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No Problems With Them. Good Service
Posted by on
Rating: 5/51
RIVERSIDE, CALIFORNIA -- I have had 3 different claims with this company, an A/C unit, a water heater, and my dishwasher. Each claim was handled in a very timely manner, with 2 out of the 3 units being replaced. I have only had to pay my co-pay, and I also opted for an upgrade for one unit at my expense. The only complaint I have would be with one of the service techs they sent out. I called Total Protect after the tech left my house to complain about them and they took note of what I had to say, and thanked me for letting them know.

I would definitely recommend this company to anyone looking for a home warranty.
     
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TOTAL PROTECT FINDS WAYS TO DENY CLAIM- I have proof
Posted by on
Rating: 1/51
SUNRISE, FLORIDA -- I had Total Protect for years, paying on the bill and not needing service. When I had boiler problems they denied the claim and Countrywide's President's office got involved. Then, years later my pump broke in my dishwasher. After waiting too long, a technician with an exposed rear end came in and did a real dog and pony show--and I had my ADT Security and other security running which was clearly marked. First, he unscrewed the kick plate and then took new screws and screwed them in. Then he told me that the screws that were used punctured the drum. I said that I had never had service before and he told me that the tub had been punctured for the ten years that I had the dishwasher. I could not see the hole where the screw punctured the tub, but it would have been impossible to use the dishwasher for the last ten years, and since I had their warranty company why would I not have it earlier--as in several years ago? He flipped through a book, called them, and said nothing. He demanded 60.00 which is my deductible, and told me he was ordering a tub. He then, after he got my check, told me that the dishwasher was ruined because the tub was not replaceable. he called the warranty company and failed to tell them that the real reason (and the one I called about) was that the pump was broken, causing the tub not to drain (the opposite of having holes in it!!!)
I think he may have accidentally broken it with the wrong screws and then tried to say it was like that for the last ten years because he said he has seen them installed like that. I called two experts out who said thesee were new screws and the only thing wrong with the dishwasher was the pump and the only thing causing those symptoms was the pump. This guy stated he was licensed in his trade, and Total Protect assured me he was. He was not.
I received a very hard time from them. Thank God I am a lawyer and I have internal surveillance. I may have just inadvertanly gotten valuable evidence. I will go to the ends of the earth on this one as I read about elderly and disadvantaged people being taken advantage of. Please continue to post problems on this company or Mr. Appliance, one of their cohorts.
     
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Totalprotect/total Concept SCAM
Posted by on
Rating: 1/51
FT. LAUDERDALE, FLORIDA -- I called Total Protect (Homesure Of America). This company uses so many different names, not sure which one is correct. It took 3 weeks to get my A/C fix, and it was total chaos.

The 1st day I called in the claim, the representative told me to call the company they recommended myself and set up an appointment. I called the company and they told me to leave my number and they will return my call. I never received the call from Total Concept A/C repair Co. I called them back after an hour and they were closed!!!!.

It took several more calls to get them to respond. Total Protect told me that I had to wait 48hours for them to respond, I guess my family is just supposed to burn up here in TX. The part had to be replaced and I had to wait on authorization for that and then Total protect waned to order the part themselves to save them some money. days went by and I had to call to see if the part was in. Total Concept sent 1 lightweight to install the A/C. and he couldn't get it off the truck with the dolly and his Co. refused to send someone out to assist him and it was getting real late and I had to help him down load the A/C and after 4 hours and the A/C installed, the Tech. realized he had the wrong A/C!!!!. This entire nightmare took 3 weeks.

The next day Total Protect sent 2 300pds. Techs to install the correct A/c which took all day. Once all was done I called Total Protect to cancel their service because I should not have to pay my money and receive BAD CUSTOMER SERVICE, from them and the company they recommended. The Representative at first was being all apologetic until I told him I want a cancellation number, he had the audacity to tell me that THEY had just paid out all this money for my A/C and I need to stay with them until my contract end. I had to remind him that Total Protect didn't pay out anything, I paid for that A/C I have been a customer since 2009 and never filed a claim until recently and the representative started threatening me, saying I was going to have to pay the remaining of my contract, so they can get some of the 1,275 back. I told him that he need to add up the amount I paid since 2009 and I guarantee I have paid for this A/C and then some more.

They are all about lining their pockets and can care less about their customers, we are all a number. I have never experienced such unprofessional, uncaring people in my life and I got bite twice at one time with Total Protection and Total Concept and my ordeal or should I say nightmare was A TOTAL MESS.
     
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Slimjim on 2012-04-20:
I wouldn't call them a scam, but this wasn't the best example of what a smooth claims transaction should go. If you have a contract with them that commits you to a term length, then of course they will expect it honored after paying a claim. You point is valid, they didn't lose money on you overall, but it still wouldn't be any reasoning that lets you walk early. Ride it out and don't renew is probably the best course, or just break the contract if some collection activity won't spook you.
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Do yourself a HUGE favor. Stay Away from these scammers
Posted by on
P.O. BOX 550247, FLORIDA -- This is far from a favorable review. I purchased this plan through Bank of America back in 2008. I did not need them until April of this year. My furnace was leaking CO2 into my house, so I called them. I did not get a reply for over one month. By then, it had warmed up, and I found that my central A/C was not working. I called again, and one week later they sent out a service man. He told me that there was a hole in my heat exchanger, but needed proof for the insurance company, and that he would be back the next day with a camera. I never heard from him again. I called and called and called, but got and am still getting a complete and utter run around about electrical wiring, and codes and more bullcrap. Everything they are saying is listed as covered in my contract. This was a GREAT company as long as they were taking money from my bank account every month. I have submitted a complaint to my state attorney generals office, and am fully prepared to sue in court if that does not produce any satisfaction for me and my family.
     
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Alain on 2011-06-12:
You can also submit a complaint to http://ftc.gov/bcp/consumer.shtm
From what I've seen of the reviews about these 'Home Warranty' plans, a lot of them seem to spend more time figuring out how to deny claims instead of fixing problems. We maintain a household bank account that is used specifically for unexpected home repairs. It means that when something does happen, we can call for service from a reliable contractor (we keep a list in our phone book) and get the problem corrected promptly.
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A little patience goes a long way
Posted by on
I have found this company about the same as other home warranty companies and have used them for almost 20 years. in the last year when I moved to CA and bought a new condo there was another company's warranty in place so I used them. they were OK, too, but for some strange reason didn't cover fridges. anyhow, now that the initial period is over I'm going back to Total protect because they have a plan which included preventative maintenance and because they were fine for 20 years.
over they years they have replaced a side by side fridge, a dishwasher and a disposal. it all took patience and follow through on my part, but it got done. Financially, I might have been just as well off not to pay them annually and just do pay as I go. I really don't know.
     
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Venice09 on 2011-02-06:
If you were a satisfied customer for twenty years then it obviously worked for you whether you came out ahead financially or not. If home warranties work the way they should, they can offer the peace of mind of knowing you're covered if and when emergencies arise. Some people find it easier to budget that way. Cashing in on a warranty can take patience and follow-up, as you said, but it sounds like you are good at those things. Some people don't want to do their part to get a warranty honored.

Good review!
Mary on 2012-09-02:
I checked into this company and it seems they have not been in business this long. What year did you start with them because I went to the Secretary of State's Office and various other licensing/regulatory authorities and Total Protect was not around then. Further, have you done the math for twenty years x 12? You could have remodeled your home. You gave NO specifics, gave no who, what, when, where, how--just advised "patience" so I am not really sure you aren't the President of Home Protect sitting there writing this. Please tell what was wrong with your appliances and what they paid on replacement. That would add a lot of credibility. Good review???? THAT comment is interesting also.
Hm on 2014-03-19:
Total Protect is the name of a warranty offered by Home Sure of America aka Cross Country Home Service. The issue with denied claims is that homeowners disregard the warranty booklet when it should be read.
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UPDATED:I cannot recommend them, filed BBB complaint
Posted by on
I signed up for this company through Ocwen my Mortgage holder. When it started to get warm I noticed one of my AC Units was not functioning properly. They sent their HVAC company who told me the compressor was dead. I specifically asked why the compressor died and the HVAC technician could not give me a definitive answer only guesses. Neither of his guesses were due to negligence on my part. After they left I received a call from Total Protect saying my claim was denied as the compressor stopped functioning because of a blocked coil. The report did not specify which coil was blocked.
I called Total Protect concerned about the discrepancy, and how the technician had given me some inaccurate information regarding a Freon leakage, they refused to listen. I hired another AC company to look at my Unit. After about an hour of running tests they determined the compressor was faulty due to a loose wire. Neither coil had any type of issue. I am currently in the process of dealing with the BBB. The company responded to my initial complaint saying the compressor was broken because of my negligence, so I submitted a rebuttal with the information I received from the HVAC company who actually took the time to diagnose the problem. I will update with the outcome.

The Total Protect "Supervisor" Michelle contacted me asking for the report from my HVAC Company. She them called my HVAC company to get them to say I was not maintaining the unit, they told her the unit was in great condition. Next she asked the owner of my HVAC company " Is it possible for a lightening strike to cause a unit to short out" he said yes lightening strikes can short out units. She then called me saying my claim was denied because my HVAC guy said my Unit shorted out as a result of a lightening storm.

I have since gotten a written statement from the HVAC company citing the loose wire and what really is causing the unit to short out, in addition to what really happened in the phone conversation with the supervisor. I will be sending this to Michelle's boss ASAP. If I am still given the run around the FTC and consumer protection division of Florida and Georgia's Attorney General will be receiving complaints.
     
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Skye on 2010-07-23:
BBB does not resolve complaints, nor will they get your money back. What does your homeowners policy say about what is and what is not covered, for the unit? Hopefully this can be resolved, if not, take them to small claims court.
saj80 on 2010-07-23:
Homeowner's policies do not cover appliances, heating/cooling units, etc. You now know that most of these after-market warranties are not worth anything; however, you may be entitled to a prorated refund of your warranty cost. Check your documents, and you should be able to notify the warranty company, in writing, that you want to cancel immediately and to refund your prorated share of the cost.
memoryx57 on 2010-07-23:
If they're like the rest of the home warranty companies they'll probably never pay regardless of what proof you have. Their contracts are very vague intentionally, so reading it isn't a whole lot of help. It's all in the "interpretation" of the contract. You may consider taking them to small claims court if you feel it's worth it. Good luck, because honestly, you're probably going to need it.
Skye on 2010-07-23:
I misread the review. I thought they were talking about a central air conditioning unit, which our homeowners does cover.
AtlantaConsumer on 2010-08-04:
I just heard from Total Protect they asked me to fax them the documentation from my HVAC company stating my compressor is faulty due to a loose wire not because of the "mythical" blockage which caused the freon leak that never happened, resulting in the compressor to burn out.
I will update everyone and let you know what they say.
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This Company Takes You Money but Gives Nothing in Return
Posted by on
Rating: 1/51
PO BOX550247. JACKSONVILLE, FLORIDA -- This company is nothing but a call service, they find a way to get out of paying anything!!!!!! . We purchased two warranties one on a rental home and another on our personal residents., we pay a total of $100.00 a month. When I called with a claim on the rental home air conditioner they did get the serviceman out, however we were told our coils that had been cleaned a month before was dirty . We ended up paying a deductible and for cleaning coils a total of $170.00 . We have no doubt that we ended up paying for the entire service, it seems the companies that work for the warranty companies do so for referrals . They then find some reason that it will not be covered and ask you to pay more money than it would have taken for you to personally call a serviceman, why pay a warranty company company for this!!!!!!my husband got so mad at one service man that the man told my husband he had worked for them for five years and had never known them to pay for anything other than the cheapest things! never a compressor or unit. I would not waste my time if I did not want to keep other from getting into this trap. You can pay for years and still be told it is not covered, what in the world have you been paying for. One of their biggest tricks is to tell you the coils are dirty, my husband always has our coils cleaned, however most people never do. That is a automatic way out for them. DO NOT BUY FROM ANU HOME WARRANT COMPANY!!!!!! You can call the serviceman yourself.
     
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Total Protect Giving Consumers the Run-Around
Posted by on
Rating: 1/51
MIDWAY, GEORGIA -- Total Protect is an total rip off. I will be reporting them to the BBB and to my Congressional offices to look in to what is clearly a "Total" unmitigated consumer fraud. They are very deceptive giving the wrong extension to their clients, lying about when they receive your paperwork so as not to give you timely service. They are vultures, bandits, thieves, the scum of the earth. I will be happy to be part of a class action lawsuit against them at any time. They have so many names it's not funny. TOTAL PROTECT, CROSS COUNTRY, HMS Estate Support Solutions. Why all these names? What are they hiding? And why are they using Bank Of America to get homeowner to sign up for their service. Something is very fishy with both of them. We need the regulators to look into both of them.
     
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Do Not Waste Your Money
Posted by on
Rating: 1/51
FORT LAUDERDALE, FLORIDA -- Complete waste of time, energy and money. I have been paying for an advanced service for the past 30 days with nothing to show for it. When it finally came time to use this service they completely failed me. It was literally like pulling teeth, and when I cancelled and told the man on the phone that I was reporting them to the BBB, his response was "No worries". No worries for him but for me, a member of the United States military it is a WORRY for me that they would treat customers this way and have no conscience about it. I will warn every military member that I can to not do business with this company.
     
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This Company Will Not Honor Their Contract
Posted by on
Rating: 1/51
FT. LAUDERDALE, FLORIDA -- I entered into a contract for home warranty 09/2013 on 05/2014 after paying $44.95 for 20 months I filed a claim to have my A/C unit repaired and they declined the repair. They claim my fan motor was installed improperly. My compressors were purchased brand new. They also claim I had corrosion on my coil and this caused a leak. However my contract covers the issues with my A/C unit. This company has found a legal way to steal from consumers. I filed complaints with several agencies. I am filing a lawsuit against this company!! I hope one of the agencies I complained with investigated this company. Please do not use this company for your home owners warranty!!!
     
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