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 48 hours 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 2 300 pds. 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.
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!
TAMPA, FLORIDA -- I have been a Total Protect customer since May 2015, a friend recommended them. In August 20th (Thursday) I submitted a claim regarding my air conditioner claim number and a telephone number for a vendor was given. So I want to share this whomever would like to read it.
August 21st a very nice Customer Service Agent from Total Protect cancelled the first vendor (a one man company with a full schedule. I am in Florida 95 degrees outside 105 inside, no a/c) and conferenced me in with a new vendor, Healthy Home Heating and Air Conditioning, that asked to treat my request as an EMERGENCY. I believe they have more technicians one went to my house diagnosed the problem and left. He told my son he was going to order the part and be back Saturday August 22nd; unfortunately my son forgot to ask of what year.
I called several times and no one knows anything, all they know is that they ordered the part and have no idea when it will arrive or if it has arrived at all.
I don't understand how they can't track a package in this day and age when I can track a letter and they post all the information on the web. Maybe they used Pony Express.
I had specified that this was an emergency, I live in Florida where it goes to 95 degrees daily and it gets hotter inside my home. I could have dealt with that for a day or two but not a week or more. I've had to send my Dog to a friends because she couldn't handle the heat. My son and I have also been experiencing heat related issues medical problems which are obviously starting to cause problems.
As of today, August 26th, we are all clueless as to why we haven't even received an ETA on the work that needs to be done or even when the part is to arrive. Again anything can be track nowadays.
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 email@example.com and let me know the best time to call you. Sincerely - Stephanie
MIDWAY, GEORGIA -- Total Protect is a 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.
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!!!
• 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
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.
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. TotalProtect/Cross Country/Homesure wins another one...
The Air Conditioning 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 TotalProtect had spoken to me and denied the claim.
I called TotalProtect 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 TotalProtect 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 filed out the Consumer Fraud Paperwork and saw the response that TotalProtect 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" ** contacted me asking for the report from my HVAC Company. She then 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 lightning strike to cause a unit to short out?" He said yes lightning 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 lightning 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 **'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!!!