Total Protect Home Warranty Consumer Reviews - Page 3

GREENBELT, MARYLAND -- I had a warranty with this company for a few years before I stopped procrastinating and cancelled. Here is what you can expect: If you need heating or AC repairs in peak season, it will take forever to get an appt. And more time to get an approval.

When you do get an appointment, the service person is not very concerned with your issue. This is important to understand. The folks that work for this company are licensed BUT they are the service companies/vendors who don't have any work at the time of the request. So you're treated like a side gig at best. I have taken off work for an appt only to have a vendor cancel on me because he got "another job." Are these companies reputable?" Sometimes, but again they respond with a "feast or famine" kind of habit. Other companies that are readily available and work with Total Protect are generally available because they aren't reputable.

When I had my water heater replaced by Total Protect it took forever. The unit was expensive; almost $900. They paid 495; the max was 500 and they took 5 for some nebulous charge that I have yet to understand. Service company was ok.

Total Protect was horrible. You cannot go to the website to find out how to submit a claim. You have to call and call and call and then be rerouted. You will notice that the only thing you have direct access to is the phone number to make an initial claim. Anything after that is a scavenger hunt. Get a list of reputable service companies from your next door group or neighbors. What you pay out of pocket will be comparable to time and service lost in working with these guys. Just don't do it.

ELGIN, SOUTH CAROLINA -- A claim was started the week of May 12, 2018. A repairman came out and determined that the compressor was not working. It is now June 12, 2018 and we still do not have AC. Total Protect was told that there was a critically ill person (stage 4 liver failure) living in the home and this needed to be considered a medical emergency.

The house has averaged a temperature of 85 degree with an outside temperature pushing 95. We offered to pay outright for the repair and wait for a refund and they will only reimburse $853. In a nutshell once you purchase this warranty they have you by the **... you are at their mercy. Stay away... put that money into a separate account and save up for your home repairs.

FLORIDA -- On Dec 15th 2017 my washing machine was not spinning to extract water, claim called in. Serviceman came out 12/16/17. Then nothing happened, I called back. Was on hold over 20 minutes. Was told no decision. I made repeated phone calls and eventually on 1/6/2018 I was told the parts had been ordered. The next day another phone call. Parts were back ordered and would be in 1/12/18.

Parts were received 1/16/18, 2 parts of the same kind were sent and waiting would continue, I waited another week still no parts, called Total Protect. They seemed to be unaware of the problem with the parts and I was told they would contact the service company again. I waited 2 more days. Still no resolution, called Total Protect again to cancel. Spoke at length with claims. I was told a manager would call me within 2-3 days with a resolution. I then canceled the coverage. By this time I had been a customer for 2 yrs 6 months.

I had called twice before and always received satisfactory service but something had happened with this company since my service requests in 2015. I have shared these comments with Total Protect and have requested that they return my last service fee as the service company did not complete the service, so far the silence has been deafening. I believe this company slow walked my claim.

Called to file a claim on my Samsung refrigerator on 12/8. The service company came on 12/13 only to tell me that they don't work on Samsung appliances. I called Total Protect back and they said they would find another service company and call me back within 48 hours. After 48 hours and no call back, I called them again. The representative told me they had no record of the previous call but would assign a new service provider. The next service provider came on 12/20 and immediately said they didn't work on Samsung appliances. Total Protect has know all along that my refrigerator was a Samsung! Called them back only to be told that they would send Sears out on 1/9/2018. Asked to speak to manager and was told none were available. Total Protect has no interest in customer satisfaction! Arbitration is the next step. Avoid this company and spread the word.

Garbage product. Signed up, no claims first year. Premium increased 20% upon renewal. Filed 1st claim, they dispatched plumbing service tech who barely spoke passable English so direct communication was difficult (I don't speak whatever East Euro dialect he was native in). The option I was given was, they could authorize the plumber to cut a hole through my wall, inspect the pipe and then I would be responsible for the cost to repair hole and pipe. My response (No!) I had to pay deductible for service call. Called to cancel contract and agent answered with the wrong company name. Stay away from this sham.

After my poor experience with Total Protect, I received a performance survey that I opened that contained only one question regarding whether my request was closed to my satisfaction. I clicked "no" but that was it, no additional questions or dialogue box to add comments, that was two weeks ago. Within hours of posting my first negative review, the company reached out to "make things right". Sorry, I already canceled but thanks for proving that the brand and money grab are what's important, not the poor saps like me buying false security.

RALEIGH, NORTH CAROLINA -- When I signed up for Total Protect, they assured me “Unlimited Claims Coverage; No matter what the total cost of repair or replacement, all covered claims will be paid for by Total Protect.” However, when my hot water heater cracked and required replacement, they only covered $648.65 out of the $1876.88 cost to replace. To make matters worse, the hot water heater was specifically listed as a covered item.

TotalProtect also assured me that “There are plenty of service technicians in your area to help with any claim” and that “Total Protect pre-screens the service professionals in your area so that you're guaranteed a reputable and trustworthy service company.” However, there was only 1 pre-screened plumber in the entire city of Raleigh who wasn't even professional enough to return our multiple phone calls and/or voicemails. It has been 4 days and I still have received a call.

What's an even bigger violation of their promise that “Total Protect will take care of things further,” is that when TotalProtect was notified their service provider failed to return our calls, they said “Figure it out yourself.” My wife had to call every plumber in Raleigh to see if they would accept 3rd party billing. After hours of calling people she found 1 person who would. However, because they were fixed rate and not itemized, TotalProtect refused to honor the full claim amount.

I could not be more disappointed in the coverage TotalProtect provided. They violated the terms of the warranty coverage and then Robin and her supervisor; Crystal, refused to work with us after the fact to cover the entire cost of the repair. Since I have 3 homes warrantied through TotalProtect, I will not be renewing my contract with them. 100% dissatisfied with their service!

FLORIDA -- Bottom line, this is a summary of our experience: We spent 15 nights out of our home and returned on the 16th day. The temperatures during this time were between 110-116 degrees. I had to spend many hours away from work to be available to meet the vendor that Total Protect used. They didn't show, came late...did not respect or value my time.

Ordered parts that didn't fit creating a complete waste of time. No consideration was given for the excessive time to complete the job, money spent for accommodations, or loss of wages from time off work. We experienced a complete lack of: professional courtesy, customer service, work ethic and integrity, not to mention complete disregard for us as people.

FLORIDA -- My air conditioner stopped working on Sunday afternoon. I immediately called TotalProtect to file a claim and get a repair person out. After 3 phone calls and 2 hours on the phone it was determined that no one could come on now Sunday evening. Monday at 11 AM a technician arrives, asks for my $125.00 deductible which used to 75.00 when I began as a customer 8 years ago. Determined the problem was a bad contactor & cap. He said he had to email TotalProtect and would be back when it was approved.

I called TotalProtect and they tell me it could be 24 hours as they have to review the claim. They would not let me speak to a supervisor although I asked on all 3 calls to them. It is now 90 degrees in my home for the 2nd day in a row and still could be tomorrow. No way to run a company.

Extremely disappointed with Total Protect. They DO NOT honor their commitments as specified in their booklet. I have had the same problem with my refrigerator and they have come out over 9 times and replaced the same exact parts on the refrigerator over and over again. I spoke to several reps on the phone and one put me on hold to speak to a supervisor who clearly admitted they won't replace my refrigerator. It says if it can't be fixed, it will be replaced. They just came out for the 10th time recently. When will you honor your commitments Total Protect???

SUNRISE, FLORIDA -- Total Protect overcharged me after I canceled their services, which they continued to bill me. I was unhappy with their service so I cancelled on top of reading all their negative reviews on them. Why would I want to do business with them if they have a horrible reputation from their customers and after I cancelled, they also tried to pull a fast one on me, by continuing to bill me.

I called and complained but little did it do anything, they kept my money. They also didn't want to give me a cancellation number either. So I contacted my credit card for chargeback but the nerve that Total Protect would send lousy documentation on me trying to cancel my service, they were trying to get my money anyway. What crooks these people are, they can care less on how they treat you, they will take your money and to fight to get the money they shouldn't been entitled to. I do not recommend Total Protect home warranty, don't bother with them.