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Total Protect Home Warranty Consumer Reviews - Page 2

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Horrible a Sheer Nightmare. Stress and Tears
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
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 driver's 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 they said my portion to fix the ac was 500.00 plus, then they 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 with 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 they 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.

Company Response 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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Backed Up Toilets and Shower in Both Bathrooms
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
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. They 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 9:15 pm. 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.

Company Response 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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Ripped Off Two Seniors in Their Mid 80's Living on a Fixed Income!
By -

FORT LAUDERDALE AND OTHER STATES, FLORIDA -- 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 maintenance 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 ** 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 ** 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. ** 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 reluctantly obliged and I was connected with a Ms. ** (unsure of the spelling). She proceeds to tell me the same thing ** 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. ** 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 **. I asked ** 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 maintenance 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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Total Protect Warranty Is A Rip Off
By -

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 an 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 ripping people off as they do every day. STAY AWAY FROM THIS COMPANY FOR YOUR OWN GOOD.

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"Problems not covered."
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

DURHAM, NORTH CAROLINA -- We have had TotalProtect for 4 years. Each month we pay by them drafting from our account. The last two times that we needed major work done, they tell us that it not covered. Each time we have had to pay a service charge for someone to come out and tell us that the problem is not covered. We could have used this money towards fixing the problem. We had a water leak in the water line at the pressure control valve. It was not covered.

I asked the guy how much would it cost because we need it fixed. He said about $200.00 plus we would have to pay the service charge. We have paid way over this amount in the 4 years we were with these bums. We canceled our membership. Never again. We will just set aside something each month to cover home problems that might acute. We are praying that there will be a class action lawsuit against this company.

Company Response 12/23/2014:

Dear djustthink953 , I'm sorry that the outcome of your claim decision was not what you expected and you have cancelled your warranty with us. We do appreciate that you were a long time customer and value your business. I've investigated your claims to ensure that you received every benefit your warranty affords and tried to reach you by phone on 12/22/2014 to address your concerns. I will try to reach you again. Otherwise, please email me at erelations@totoalprotect.com and let me know the best time to call you. Sincerely - Stephanie

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This Company Takes You Money but Gives Nothing in Return
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
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 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 an automatic way out for them. DO NOT BUY FROM ANY HOME WARRANT COMPANY!!! You can call the serviceman yourself.

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Total Protect Giving Consumers the Run-Around
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

MIDWAY, GEORGIA -- Total Protect is a total rip off. I will be reporting them to the BBB and to my Congressional offices to look into 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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This Company Will Not Honor Their Contract
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
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 homeowner's warranty!!!

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They say the warranty covers anytime 24/7...don't believe it.
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

FT. LAUDERDALE, FLORIDA -- Last Friday (6-28), my air conditioner went out. I came home from work at 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. At 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. At 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 at 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!!!

Company Response 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 eRelations@TotalProtect.com 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

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Stay Away from Total Protect Home Warranty (also known as Homesure of America Inc)
By -

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 bought a Maytag and also said he had to program the board - however he did not know how to - cause 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 appointment 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 that 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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Total Protect Home Warranty Rating:
Star Empty star Empty star Empty star Empty star
1.2 out of 5, based on 28 ratings and
44 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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