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.
OLIVE BRANCH, MISSISSIPPI -- Our story. Our air conditioner went out on a Thursday. We called TotalProtect to get a tech out to see why. They arrived on Friday. The unit was approx.. 20 years old and needed replaced - completely. The tech said we can have it completed by Monday. Great! Or so we thought. The cost of the replacement (via the tech TotalProtect sent out) was around $10,000. WHAT!!! We called TotalProtect on Monday to see when our unit would be replaced. They said they hadn't gotten the paperwork from the tech's company yet. I called the tech's company and they said they would send it right over. We called TotalProtect on Tuesday to see when the replacement would be installed.
We were told it would be 48 hours for their people to "investigate" prices for a new unit and for approval. Fine. 48 hours later we called again. We were told then that the unit would arrive in 3 days. Fine. We called Fri to ask what type of unit was ordered and where it was coming from so we could be ready for it. We were told that no unit had been ordered and that there was a problem with the pricing. Now in the mean time the temps here were in the mid to upper 80's and we have 5 dogs that get hot fast and fight when upset. We are cooling our house using fans.
We finally talked with a "supervisor" that said TotalProtect would only cover just over $900.00 for a new air conditioner/heating system. WHAT??? $900 for a complete system? I then called a air conditioning company that we use at my job and they had a unit that could be put in for $5500. After over a week without air we finally got TotalProtect to agree to send us a check for the $900+ and got the local company to install the new unit.
Now it is time for another payment to be made to TotalProtect and we have decided to cancel the service (which we were told we could do at any time). The Customer Service Rep told us that we could not cancel the service for 3 months because we were under contract for a year. WHAT CONTRACT? WE NEVER AGREED TO ANY SUCH THING!! We are now going to stop the automatic payments from the bank and to Hell with TotalProtect.
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
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.
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!!!
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 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.
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.