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.
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.
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.
NAPLES, FLORIDA -- I had Total Protect coverage for my AC, ceiling fans and garage door...
My garage door broke and would not open.
They sent out a company to look at it and I was informed I needed a new garage door opener.Total Protect then told me that I wasn't covered. I said I was covered for my garage door and they said yes but not the garage door opener.
My garage door does not open so therefore does that not mean the door opener is broken, or did they just mean they covered the actual opener and would cover for a new battery?
This company completely scammed me....I paid 6 months of coverage and when I needed them they bailed.....STAY AWAY from them!!!
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 law suit against this company.
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 firstname.lastname@example.org and let me know the best time to call you. Sincerely - Stephanie
COLUMBIA, SOUTH CAROLINA -- I have been a customer of TotalProtect Home warranty for over six years. I wanted to share my experiences with this company and hopefully save other consumers some grief. TotalProtect happily takes your premium every month and slowly but continually will raise the deductible per claim. I started at $50 and was up to $75. I only made a few claims a year if even that because I often found that most covered repairs could be done for less than the deductible. TotalProtect has many loopholes so that they can deny many types of claims calling them non covered fixtures or other language like that. I put my trust in this company to help with home repairs. After carefully analyzing my costs to carry this coverage vs the cost of repairs, it would have been far better to put the monthly premium dollars into a savings account and then draw from that account when repairs were needed. If you are one of those few lucky people who just happened to have a central heat/air failure and dodged all their attempts to deny your claim then good for you. I would never recommend this company for covering any home repair expenses. Do yourself a favor and put premium dollars into a household repair savings account. If you must have a home warranty policy, then select a different company than TotalProtect.
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.
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.
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.
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!!!