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!
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.
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.
I purchased their service and in 3 weeks' time my dryer broke. I called them up and I paid $60 for the service tech (agreed price with the contract). Local tech comes and starts the dryer and concludes broken exhaust fan. 3 days later no response, so I call up the company and they say they are waiting for report from tech. After another 2 days of waiting they say that the problem was a pre-existing condition and will not be covered.
I canceled my contract right away... but I am afraid of this crooks having my credit card number. I called Sears the next day and asked them for a protection plan and they came home and fixed the dryer in 10 minutes. 2 weeks of talking on the phone with no results... that's what Total Protect is about. This company is a scam. I did not due my due diligence of researching reviews. I am not surprised they don't have any good reviews. They will find a way to steal your hard earned money.
LONDON, KENTUCKY -- Dishwasher went down on 12/23/13, called Total Protect show sent someone out 5 days later. They ordered parts and came back after Christmas to install parts which they determined to be wrong, again ordered more parts. On January 5, came back with more parts this time the tech putting parts on dishwasher, ripped a whole in one of the parts by accident and they again had to order another part. January 11, brought yet another part which they determined to be wrong and took out dishwasher to take to parts dept. or see if they could determined what part was needed.
Tech called and said that they could not determine what part was needed that part was no longer available. Tech says he called Total Protect and requested that dishwasher be replaced but when I talked with them they stated that they were again trying to get another part. I told them I wanted my dishwasher replaced if it could not be repaired and they said they could not do that at this time as their review team had to look at all the info. I asked them why anyone needed to look at anything if part could not be found that obviously it would have to be replaced.
Total protect said they would call me in 24 hrs. to give me an answer as to what their next step would be, I told them they had better or I would be filing a lawsuit against them. I am still waiting on their call and am in process of filing something through small claims court. I will be cancelling my policy to say the least. This company should be shut down, they are nothing but a scam.
Larry Herron, thank you for your feedback about Total Protect. We sincerely apologize that the wait time you experienced was not in keeping with your expectations. We want to assure you that your experience was not representative of our turnaround times for service. We are investigating the specifics of your situation and will contact you directly to address your concerns.
-- eRelations Specialist Total Protect
I have had home warranty with them since 2006. They have fine print for everything. Their website is a fraud!!! Put the money you would pay them back. I am now out a furnace with no money to put a new one in. If I would have put back the money back I paid them I would not be living with space heaters. They jack up service run prices. I had company come out prior to making a claim and the normal service run was 40 dollars.
After I placed a claim the service run went up to 75!!! How does that work? Yesterday I was told I could not cancel my contract until I paid back 117 but today I was able to cancel it. It is one of the worse scams ever. Please please don't give these people your money! Have the money taken out and put into a savings. You will not benefit from a home warranty. They take money from people who want to do the right thing only to be left out in the cold.
RIVERSIDE COUNTY, CALIFORNIA -- I put in claims for several appliances and they refused to repair or replace any of the appliances. I spoke to them and asked them what their service does cover and asked them what is the use of having this coverage if they refuse to cover any appliances.The woman that I spoke to actually agreed with me. She told me she understood how I felt but it did not do me a bit of good.
I have had the coverage for years. They did fix the garbage disposal a couple of years ago which took all of 5 min and they put some kind of coolant in the air conditioner which also took less than 5 min, but I did pay 75 dollars both times which is probably what I would have paid had I not had the insurance or maybe less because I know of some very honest repair men who won't over charge. This time I am so upset that I think B.B.B. should report them so they can't rob anyone else.
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
MARYLAND -- I paid $60 on two occasions to cover the fee to have someone come out to look at the machine. It was not repaired the first time. The second time they said they will not cover the repair of $400 so now I have to either pay the $400 out of pocket or by another machine. :(
I'm sorry to hear that you are unhappy with the your warranty experience. I would like to investigate the specifics of your claim to ensure that you have received every benefit your warranty affords. Please send an email to email@example.com with your name, property address and phone number. I will contact you directly to address your concerns. Thank you – Stephanie, eRelations Specialist Total Protect
AURORA, ILLINOIS -- I used them for 6 months. Had filed two complaints. First took over two months. Second also was open for 2. I was told multiple times that they are working on identifying the issue and will solve it ASAP. Had to cancel this weekend. I was just not ready to spend any more money on them. Very bad company.
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 these 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 inadvertently 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.