HOUSTON, TEXAS -- I've had Total Protect since 2007 and during this time, I have only used this service less than 10 times since I joined.
Within the last 2 summers I have encountered major air conditioning problems each time Total has rejected payment for any replacement parts, saying it was as a result of owners lack of maintenance, referring me to the home service agreement which states "we agree to pay the covered costs to repair or replace the items listed as covered on your agreement coverage summary if any such items become inoperable during the term of this agreement due to mechanical failure caused by routine wear and tear, subject to the terms and conditions of this agreement."
They send independent contractors who only want to sell you their services which of course cost an additional out of pocket cost to the homeowner. In July 2013 they sent Royal Flush AC&H who stated the outside coil was 50% clogged, unit low on freon, inside coil leaking and unrepairable. They contacted Total who disapproved any repair work and left me stuck without air period. Back and forth I went with Total only to get a call on a Sunday morning from some representative who said "sorry" but we are not paying because of owner negligence. With Total it is always owner's negligence.
I then asked them to refer me to anyone who does the work for Total which they provided 4 names. The estimates given went from $1850 to $2600. I chose North Star Mechanical who finally showed up on a Monday, after missing the initial scheduled appointment (which was on a Saturday), and putting me off until the next Monday.
They replaced the evaporator coil in July, now in August, one month later the unit is freezing up, the blower is out and the person who did the earlier work has been fired and Total refuses again to pay and North Star wants more money for something they should have detected when they were out in July, but of course it's the owners fault.
Instead of keeping you with the original company that did the initial work, Total schedules you with company after company which is not a wise decision. Instead of them keeping me with North Star Mechanical they again wanted to send out another company. I had to call in and ask permission to get North Star to return since they had come out and replaced the coils in July. Total reluctantly agreed and instructed me to call North Star which I did.
The technician arrived the following day and reminded me about the service fee without so much as looking at the problem. He then tells me the problem is the blower which needs cleaning which would be an additional $85, he leaves and says he will return the next day. I told him I would contact Total to ascertain if the blower is covered.
I called Total and spoke with a representative who led me to believe the blower was covered only to find out today (8/23) during a conversation with a Total representative that again they would not cover any services to which I responded that I am not surprised, you never do anyway and that I am sick and tired of Total and I would be cancelling the service effective today. The technician from North Star stated to Total that the motor was gone and this would cost an additional $385 plus the $85 for the blower. The technician was up in the attic with the unit on 8/22 but never said anything about a motor until he returned on today (8/23) supposedly to replace the blower.
Prior to his return he had contacted Total and all of a sudden the motor is an issue. I chose Total because it could be included in my mortgage payment, but as of today, I'm through with them. I'm cancelling the membership and searching for a company that will service its clients. TOTAL is a TOTAL waste of the homeowner's money. And if your emergency is on a weekend you can forget it, as they do not have anything in place for the contractor to come on a weekend, possibly because they know it will cost them more money.
We're sorry you're having issues with a claim. Thank you for letting us know. We'll reach out to you directly to discuss your concerns.
MURFREESBORO, TENNESSEE -- I read the other reviews of Total Protect Home Warranties, mine was sold to me by CountryWide home Finance, I thought it was a good deal for forty bucks a month, WRONG. My AC unit went out in July, 2008. I called it in, they were going to send me to a company 125 miles from my home, I said no, then they had me call a company who works out of their back yard and the guy who came out to inspect my unit was wearing women's clothing and makeup, said I needed a new unit and he would call it in. The temps was running in high 90's and due to health problems I needed my AC unit to work.
It took them a week to approve the replacement, then another week to send the unit to their repair company, the repair company told me I was going to have to pay them another 700 dollars as they were going to have to rebuild the air box because the new coil was not the same.
I went on line and found a the same coil I had from the company who made my old unit and a new unit like mine right here in my town, Total Protect said I had to accept what they sent and their install company said their charge was for the disposal of the old unit, disposal of freon and rebuilding the air box, I informed them that I was AC certified and would remove the old unit and dispose of it and do the rebuilding of the air box myself, I was informed by Total Protect that I would not be able to do that and the install company said that was their bread and butter and would not allow me to have the new unit to install it.
I finally went out and checked the unit myself, found that all it needed was a new fan motor, went and bought one for 56 dollars, changed the blade and installed the parts left off by the install company, my AC works great and blows ice cold. I paid my deductible when the girl/boy first came out to inspect my unit, he decided it needed to be replaced, and after I made many, many, many heated called and being put on wait for a supervisor who never was around, I finally had enough, Total Protect employees are some of the worse I have ever encountered in customer service.
I was in management for many years and I would never of let an employee treat a customer as I was treated by Total Protect and by Countrywide when I called them to complain of the warranty company they sold me on their letter head. I was misled into thinking this was a company owned by Countrywide, of course it is not, it is a very low sub-standard company who is only interested in ripping off the people who they are supposed to help. I wasted my money paying into this rip off warranty, I cancelled it and I am glad I did.
I would advise anyone who is thinking of buying a home warranty with Total Protect or Cross Country, or HMS to put your hand in your pocket on your money and run as fast as you can away from them, they will screw you every time. Look at their reviews on Total Protect Customer Reviews. On a scale of 5, they have a rating of 1.6 with a total of 321 reviews, 99 percent terrible. That tell you that the company is a Rip Off. The company needs to be disbanded and the people put into jail, they are all criminals ripping people off as they do every day. STAY AWAY FROM THIS COMPANY FOR YOUR OWN GOOD.
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.
FLORIDA -- ATTENTION FLORIDA RESIDENTS: If you have had bad dealings with the below listed two companies in the past year you need to file your complaints the the Florida State Attorney General's Office under the Department of Agriculture and Consumer Affairs. They list a number to call or you can submit the complaint online. Be sure to indicate if you are over 60 and/or a veteran. Filing with the BBB does not really provide any enforcement or resolution. Filing with the Attorney General will provide for investigation, enforcement and resolution.
Total Protect and Total Air Care engage in Deceptive and Discriminatory practices against the elderly and veterans and especially if you are both. They will engage in harassment and lie to you at every chance they get and border elder abuse conduct. They provide fictional names and appointments on calls and laugh and become rude towards you if you attempt to seek resolution. Their work will be of no quality as they lack any customer service or workmanship qualities.
I purchased a TotalProtect home warranty to cover the major systems/appliances in my home. When I tried to file a claim on the AC they sent a company of their choosing out. I paid the $75 deductible. The company they sent said it needed replacing... the coil was leaking. TotalProtect called back and denied the claim. They said the unit needed routine maintenance such as cleaning and the dirt caused the coil leak.
I have contacted 3 service providers to see if this could be the case and all 3 have said no. Even the original company they sent out said when they phoned in their findings and were asked if the dirt caused it their reply was no/not likely. The representative on the phone said: I'm sure it's not but I was a technician and I believe it could have so I am denying the claim. So here I sit in an 82 degree house with no AC. The very reason I have the warranty is to avoid this. They try every possible angle to get out of paying a claim! I plan to pursue filing claim with BBB.
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!
NEW ORLEANS, LOUISIANA -- A technician came to my home on February 10, 2017 to repair my refrigerator (I had called a few days earlier). The technician told me someone will call me later about the options for my refrigerator; whether to repair or replace it. That's been over a month ago and no one has ever contacted me about this neglected claim although they continue to debit my bank account for the monthly premiums in a consistent timely fashion. I reported them to the Better Business Bureau to inform them of the lack of services from Total Protect Home Services.
FORT LAUDERDALE, FLORIDA -- They have about 3 names: Total Protect, Home Sure and one more. It should be a law against this. In mid-summer I have been dealing with them over 27 or more days. They are full of crap. Tried to get me to pay them 260.00 or 210.00 service man did not put it on paper. I paid him 75.00 after I refused to pay him that other fee that he asked me for. He said he charged the freon and it was OK.
I asked him to use a thermometer on the vent to see if it was cooling and he told me it was cooling and I gave him the 75.00 check and he had the nerve to ask me for my driver's license and I refused. He lied and said I didn't pay him the 75.00. He spent more time on the phone with Total Protect trying to set us up. That Monday they sent out another company and he said "I am sorry I can't help you." When they contacted me again they said my portion to fix the ac was 500.00 plus, then they went down to 350.00 last week.
I called an attorney and after copy the contract he could not understand why they would not live up to their agreement. I kept a record of how many times I called them to be talked to like a piece of crap. I and my 75 year old husband with numerous health issues have been traumatized. I call two other people very reputable, and both said that the compressor is gone. They are liars and who wants somebody like that in their homes? I am out of fees to get two other opinions and lawyer fees and my unit is still. I also let my mortgage co. know they are promoting and deducting for a bogus co. It is a shame that this happens. If I did something like this I would be in jail.
They would not even respect or deal with my attorney. We will have to replace air conditioner because the price of repair would be 2,700 and they offer me 663.00 and I was told that would come nowhere near fixing our unit. Please take a few minutes to tell of your experience it may make you feel and I really wish I had taken the time to read their negative review.
We're sorry you're having issues with a claim. Thank you for letting us know. We'll reach out to you directly to discuss your concerns.
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.