Total Protect Home Warranty - Page 3

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1.2 out of 5, based on 17 ratings and
33 reviews & complaints.

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Broken Dyer Scam........................
Posted by on
Rating: 1/51
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.
     
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Dishwasher Went Down 12/23/13, Still Has Not Been Fixed to Date
Posted by on
Rating: 1/51
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.
     
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eRelations Specialist Total Protect on 2014-02-05:
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
/sm
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Don't Get Home Warranty Scam
Posted by on
Rating: 1/51
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 this 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.
     
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A Extremely Horrible Experience
Posted by on
Rating: 1/51
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. I should report them so they can't rob anyone else.
     
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TotalProtect Home Warranty on 2013-09-16:
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
TotalProtect Home Warranty on 2013-09-16:
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
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Total Waste of Money!
Posted by on
Rating: 1/51
I have been without hot water for 1 week. The water heater was installed 4yrs ago and never worked right. It is not working at all and they tell me they are waiting for a work order. Iam so unhappy with them overall this is not the first problem I have had but as soon as this problem is resolved I will cancel its not worth the money and headache when you have to deal with them an their incompetent contractors. SAVE YOUR MONEY!!!!!!!!
     
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KevinTX on 2012-07-26:
Thanks for the warning! I found out the same about AMERICAN HOME SHIELD.

FIXING A WATER HEATER is an easy fix...If it's simply NOT heating, it's probably the heater coil which simple slides out of the front of the unit. You can buy them at Home Depot etc.

Also, doing routine maintenance like draining any sediment helps in keeping them in top shape.
TotalProtect eRelations Specialist on 2012-07-27:
tcynthia215, We I sincerely apologize that the wait time you experienced was not in keeping with your expectations. We would be happy to look into the specifics of your situation and try to find a way to rectify it. Please send me an email at eRelations@TotalProtect.com and provide your contract number and/or name, property address and phone number with best time to contact you. We will investigate the situation and report back to you as soon as possible.

--eRelations Specialist TotalProtect Home Warranty
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The company doesn't cover the basic home repairs that is needed with a warranty service.
Posted by on
I placed a work order to have someone to come out because when I did laundry on Friday the bath tub backed up. The person at the warranty company stated in the work order that ; I had a water line link which is incorrect. The repair person stated it is a stopper and the warranty company don't pay for it in which it cost me 55.00. I also, had a light switch that didn't work and since the issue was in the attic it was not coverage due to it being old. We work hard for our money and paying the warranty company each month to have a peace of mind when issue occurs with your home to have your claim denial and paying the service change the only individual get ahead is the warranty company and the service company.

I've cancelled my coverage for this is not a good company for home warranty.

Fort worth, Texas
     
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azRider on 2011-06-08:
most home warranty's don't cover things like stoppers or wiring. they cover the big items like water heater, washer, dryer, stove, heater. but little things like leak in faucet or the furnace air filter is not something they do. that falls into the category of home owner to fix. I've seen some warranty's that offer a 'first class' upgrade or something like that where they will do pluming stoppage, or wires. but its limited and you have to read the contract to be sure what they will and will not do. for me, most of them are not worth the time. just take the money you would have paid for it and put it in the bank. when a repair is needed use that money.
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Rip Off
Posted by on
I also have found this company to be a BIG RIP OFF. I have been trying since May 17, 2010 to a happy response from this no good company. I had to pay a $75 deductible for a local company to come out to check my air conditioner. The motor was running hot and the guy turned the thing off from the outside. With him doing that, then I had absolutely no air circulating in my home. I was informed then that unit could not be repaired. So I call Total Protect to see when they would get my system replaced. It has been down hill from then. I have made several call and spoke to numerous people without getting anywhere. Everybody want to say I'm sorry you're having this problem" but nobody was was trying to help fix the problem. I spoke to a couple of people who told me that they will pay $700 toward the repair of my 3 ton a/c unit and my part would be in excess of $1200. I told them they were really stupid to come up with such thoughtless plan. I then asked what was the purpose of having the warranty plan.
I will be following up with the BBB and seeking legal action tomorrow.
This company along with the alias they go under should be shut down so they are not able to misled others.
Let's get the word out about these people and shut them DOWN!!!
     
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AtlantaConsumer on 2010-08-16:
I am having a similar issue with Total Protect. In my case they sent out HVAC people who provided a false diagnoses and tried to blame me for the problem. When I got my own HVAC person, they called my HVAC guy and actually lied about the conversation in order to deny my claim. Please update and let us know about your legal battle. If they do not rectify my situation the FTC and Attorney General's will be hearing about this.
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Do Not Sign Up For
Posted by on
STAY AWAY...Do Not Buy Home Warranty Home Insurance from Total Protect, it is NOT worth its weight in paper. I paid for it for over 2 years and had a furnace problem 12/2 and they came but then when I had a furnace problem on 12/25 they didn't come because the 2nd furnace was not covered under "heating system", I would have to pay extra for the 2nd furnace to be covered, talk about being blind sided, who knew that when you insure your heating system that you must indicate System 1 & System 2, definitely not part of the sign up discussion!! It's like buying a set of 4 tires and finding out that only the right front is covered under the warranty. Definitely makes no sense that someone would cover only 1 furnace on their heating system, a heating system is a heating system!!!
     
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NanS123 on 2010-01-30:
They really suck, to be even slightly polite about them. I'm waiting for a class action lawsuit against them.
Anonymous on 2010-01-30:
Why are you waiting Nans? Contact a lawyer and initiate the class action suit on your own. Get the ball rolling and help the countless others who believe they have been wronged by this company.
NanS123 on 2010-01-30:
That, is a high possibility
410clover on 2010-01-31:
I was told by A Total Protect agent that I could use the Tech I wanted to, as long as the tech was certified??
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The worst company I have EVER dealt with
Posted by on
My heat pump (furnace) has a cracked heat exchanger. It has not worked for two weeks while they have tried to band-aid fix it. The machine needs replacement since its 18 years old, we don't want to die from carbon monoxide poisoning! In their brochure/policy it states in no less than FOUR places that they will fix or replace the covered items. They told me that they would only give me $1000. for the furnace that the amount was capped and referred me to fine print. This company pretends they will replace your covered items in big bold print, it's nothing short of fraud. Their customer service is horrible, they hang up on you, they are rude and short. BEWARE of this company and their outright lies.
     
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Anonymous on 2009-10-17:
Unfortunately, if its in the fine print you're out of luck.
NanS123 on 2009-10-17:
Well you can't say one thing and sell your product based on that information and then retract it in the fine print. That's fraud.
PepperElf on 2009-10-17:
what did the fine print say?
Anonymous on 2009-10-17:
Home security is not going to replace at their cost an 18 year old unit. It is unreasonable to expect that they would. $1000 for such an old unit is reasonable. Ours went out last year and it was 13 years old.

You got to read the contract. I am going to bet they did not tell you they would replace anything that old. Any reasonable person would expect such a thing to be prorated.
NanS123 on 2009-10-17:
Well, that's not what their policy says at all, it's very misleading and I would not hesitate to take them to court over this. It says nothing about replacement value, age, nothing. If it DID say any of that, I'd never have signed up with their company in the first place, what would be the point? It's printed all over their policy info they will repair or replace only for your deductible - period. So, I guess I'm not reasonable since I expect the company to do what they advertise and sell their insurance based on that information, that I've paid for in good faith. And by the way, the company is not called Home Security, it's call Total Protect Home Warranty.
Anonymous on 2009-10-17:
Their website doesn't give much info. You have to go through the sign up process. If your policy states they will replace the unit, then sue. I doubt it does. If it dopes, I bet there is something about age of unit cap.
NanS123 on 2009-10-17:
I'm interested to know why you defend this horrible company so much, do you work for them LadyScot? There is nothing about an age cap on anything, they just do their best to get out of paying for a claim. AND, I do plan to sue if they don't live up to their statements on their policy. I have had no heat for two weeks now, and it's 33 degrees tonight, if you don't think I'm upset, you'd be wrong.
PepperElf on 2009-10-17:
nan - just because someone disagrees with you doesn't mean they work for the company.

it's shocking but... pretty much true.

and you didn't answer my question I see... what did the fine print say.
Anonymous on 2009-10-17:
Nan, of course I work for them. How cold you tell? The fact that I know nothing about them or the fact that I had to look at their website to even know who you were talking about?

I also work for Bank of America, Taco Bell, At&T, Charter Communications. Chase Mortgage and every other company I have played devil's advocate on here for.

I am not defending them. If you can't read my post and get anything other than that out of it, just ignore it. Otherwise, READ your CONTRACT. I have a car that is a junker. It can not be insured. Why? It is a JUNKER.

The website says that MOST, NOT ALL, appliances and units are covered. Yours was, but apparently it was prorated. Which is reasonable and to be expected. Again, IF your contract says your unit is fully replaceable, sue them. If it doesn't take the grand and put down on a new heat pump.

And please, STOP accusing people of working for the company just because they either ask questions or don't side with you. It makes you look childish and ridiculous.
NanS123 on 2009-10-18:
You know what, I didn't come here to have an argument with anyone. Least of all, people who really don't have the information I have available nor all the facts or experiences I have had dealing with this company on more than one occasion. I can't sit her and type out all of their fine print, or even get into this any further, there would be no point. My purpose was to warn people to beware of them and their misleading business practices and what they say they will do and then don't. I think all you need to do is go and read what other people say about this company and look at their rating. If you want/need to have your appliances replaced, take the money you would spend on premiums each month and put it in a bank acct for that eventuality of having to replace broken items, you will be a lot further ahead.

That said, I am now worrying more about how to prevent the pipes from freezing in my house since it was 31 degrees here last night and promises to be the same again tonight. So thanks all for your understanding in this matter, and all I can say is I hope you never have to go through what I'm going through.
DebtorBasher on 2009-10-18:
Thanks for the warning Nan...you bring up an important issue about carbon monoxide poisoning. As for the fine print, you have reminded us all how important it is to read the fine print before buying/agreeing or signing anything. I can guarantee you, that not everyone reads all the fine print and that's the reason companies use it.

Thanks for your review and your warning to others.
madconsumer on 2009-10-18:
with a cracked heat exchanger, the heating unit will not fire up. so no worry about carbon monoxide poisoning.

I recently repaired my heating unit for the exact same thing.
NanS123 on 2009-10-18:
No, not any more because it's dead. It was during their initial attempts at band-aid fixes when they kept restarting it and it would run for about 12 hours and the safety's would kick it off.
Anonymous on 2009-10-18:
Man, it sucks thinking that your warranty covers stuff and it doesn't. Just one more reason I think warranties should be free, should be extended past a year (maybe two?) and shouldn't make people read small print. The OP probably paid for the warranty and now has to pay for the part, too. That does suck.
Anonymous on 2009-10-18:
Our heating unit is out too OP. I am not replacing it just yet. We bought several little radiator heaters and it got down to 30 last night and we were toasty warm. They are about $40 each.

On a side note, our electric company finances heat pumps and adds it to your bill each month. Does yours?

As for arguing, no one here was trying to argue. YOU jumped on that wagon and took off simply because you did not like the questions or the suggestions. Which is what we DO to try to help. How can anyo9ne give you an answer without knowing the facts? YOU chose to ignore the questions and get mad.

Good luck but I would read the fine print. Again, IF it says they will replace, sue. Have I NOT advocated that several times already?
NanS123 on 2009-10-18:
I have a little more time now to address this and I'm not so totally upset about it all now, so here's the deal, straight from their new policy they sent me, I'll give you the bold print highlights first, then you all tell me how you would take it:

This is on page 4 of their booklet under How to Use Total Protect:
"No matter the age, make or model of your system or appliance, your service specialist will repair the covered item so it's working properly. If it can't be repaired, Total Protect will replace it."

Note: this is a covered appliance as it is the only source of heat for the home

Page 6: excerp: "But what if it can't be repaired? No problem. Total Protect will replace the covered system or appliance with a new one of comparable features"

"Based on our research that could save you as much as .... 3,000 to replace a furnace and even as much as 4,000 to replace an AC system" (my system is both)

Page 8: "Does total Protect cover older systems and appliances?" OF COURSE, Total Protect provides repair or replacement of your covered systems no matter their age, make or model. (I am typing this exactly as they have it)

On the last page of the booklet congratulating us for our "good sense" in choosing Total Protect, says once again:

Furnace > Replacement cost without Total Protect > $1,500 to $4,500 >>> Replacement cost WITH Total Protect > $deductible

Here is their contradictory line in the fine print they referred me to: Paragraph 3 Primary Central Heating Systems, last sentence: "In no event shall we be liable for claims in excess of $1000 in the aggregate per agreement term.

Refer to aggregate agreement amount, 15,000. Annual Claim limit.

There is nothing that I can find in their terms and conditions that out lines what exactly they define "aggregate agreement" but 15,000 is not 1000. Are you confused and mislead yet?

BTW, LadyScot, it's your word choice that comes across inflammatory, perhaps I misunderstood you. However, since you suffer the same fate as me, Home Depot has space heaters for under $20.00 that do the job quite nicely.
Anonymous on 2009-10-19:
OP, according to websters dictionary (and I had to look it up) aggregate means "the sum of the whole in units".

From what I read by what you wrote, the total liability per year aggregate (TOTAL in sums of units, which would be the replacement value of all your appliances prorated) would be $15000. They are claiming no more than $1000 per each unit.

I am wondering if your total units are 15? Kind of crazy but that is the only thing that makes sense. Like the aggregate total is $15000, and you only had 10 covered appliances, then your total payout would be $1500?

I would try to nail them down to make sure you understand the exactly what they are liable for.

On the side note, I am fearful of any heating unit that you can see the heating element lol. The radiators keep the 'fire' contained. :)
NanS123 on 2009-10-19:
What you say makes sense and it's possible that they base it that way, except when they replaced my water heater a few years ago, they only gave me 500. towards the cost and I paid the difference. I really didn't understand it all at the time, I'd had a family tragedy only two weeks before, so I just had it replaced, paid the guy, and didn't think much of it. What I think it is, is insurance double-talk to use as a fall-back when they don't want to pay a claim. Now that I have a more serious item to replace, I'd really like it if they do what they plaster all over their policy. (Who wouldn't). I did ask them about the term "aggregate" (which I looked up too), but they didn't give me a straight answer and then I got sent to the supervisor and never did get an answer or definition.

Today they are supposed to call me and tell me what they are doing and when it's going to be fixed. Let's see if they follow through.
Anonymous on 2009-10-19:
Nan, let us know. How much was the water heater?
JR in Orlando on 2009-10-19:
Take the documentation to an attorney and have them review it. Don't guess, when you can find out. The amount of money is enough to make it worth it to check it out.

Also, This last weekend it got soooo cold, I had to turn my airconditioning off. It was in the high 50's. After our indian summer of 90 degrees last week, it felt so cold. I had to wear long underwear. It was so cold on Sunday morning when I got up, I put things in the refrigerator to warm them up.
Anonymous on 2009-10-19:
50?!

Jr, come to Tennessee and feel 30 lol..We would have been burning up at 50. :)

My mother lives in Ft Myers...man to be there..
NanS123 on 2009-10-19:
Hmmm, replacing that water heater was over three years ago. I'm thinking it was 700. and then I had to find and pay for someone to take the old one away. So I paid 200. + disposal.

So they still have not called me today, gee, there's a surprise (not).
Anonymous on 2009-10-19:
Nan, that's not too bad then...a new heat pump would run about $2000 or so, so paying half is not bad...but do have your contract reviewed by a lawyer anyway.
NanS123 on 2009-10-21:
Wednesday: It's been three weeks since my heat pump/furnace broke down. No one has returned my calls this week. Tomorrow, I'm going to start looking for a lawyer if they don't call me today. This is ridiculous! I'm starting to think I'm going to have to get this replaced on my own and sue them for the cost. I am so frustrated by this!
NanS123 on 2009-10-24:
Thought update the continuing saga of my heat pump: It's been THREE WEEKS now we have had no heat in our house. I had a voice mail from a lady at Total Protect earlier this week, who left no information, I returned her call four times over the next two days and she never called back. Yesterday in utter frustration, I called the mortgage company and told them that soon, their house will be suffering from broken pluming when all the pipes freeze. The mortgage company are the guys who "hooked us up" with Total Protect in the first place. Well guess what? I got a call late yesterday afternoon from a supervisor apologizing for the wait (blah blah blah). However, she still didn't really know what was going on and promises to call me Monday. What a crock.
NanS123 on 2009-11-02:
My final update on my heat pump. It's now been just over a month since I had heat in my home. After a lot of fighting, I was about ready to give up and get my neighbor to install one (he works in the business) and give up. However, late last week they finally agreed to replace the heat pump, but not without stipulation. They will pay for the whole unit, but I have to pay for the "un-covered" parts and ALSO the labor. So, what should have been about $500 for the uncovered stuff is now going to be $1100. because they are going to stick me with the labor *sigh*.

To be honest, I don't really care at this point, I'm tired of fighting with them and since they are going to replace the unit, I'm good, it's what I wanted all along. It's still cheaper than buying a new one, but there are still just sooooo many things that tick me off about this on so many levels.

However, as soon as this is all done, I'll be cancelling Total Protect and start putting the money in the bank to earn interest so I don't have to fight for a month to have something fixed or replaced they are supposed to cover.

Anyone who uses Total Protect is asking for trouble and should be prepared for a long fight to get something done.
Anonymous on 2009-11-03:
Nab, that's good then. At least you will have heat.

Can you pay them over a few months to make it easier?
NanS123 on 2009-11-10:
Naa, I had the money in my saving account but since I was paying the contractor directly, I doubt they would have taken an arrangement, not that I asked. It's very nice to finally have heat again and I returned all the space heaters I don't need now. Next, I plan to cancel that insurance, who wants to fight for a month to get something done?!?
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Please Do Not Buy Total Protect Or Fidelity National Home Warranty
Posted by on
LA QUINTA, CALIFORNIA -- They are so bad. After 20 days of filing my claim with Total protect they have not "authorized" the replacement of the a/c or the part, they told me today that they lost the claim paperwork. Is not enough for them that we are at 120º here in California and that we are sleeping on the floor with our three kids or that a scorpion got into our house because of the heat, does not matter that we spray for bugs, all type of bugs are coming inside our home because of the windows open to let the "air" get in. They just did not care, representatives are a bunch of ignorant people.

This company sooner or later will get what it deserves as well as all the rude, mean, ignorant, stupid and unprofessional employees that contribute with their attitude - they are also consumers and they will be treated the same way they treated me during 20 days that I waited for them to send someone and fix my a/c because they have to pay their nasty karma.
     
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Anonymous on 2008-07-30:
All these home warranty companies are a ripoff. They give you some peace of mind and that's it. When it breaks, you're screwed. I'd like to see the Feds step in and lay down the law in regards to how these outfits weasel out of actually ever paying for what they claimed to have covered.
I went 9 rounds with one of these outfits years ago. Yep, I lost!
shallow water on 2009-01-04:
TOTAL PROTECT is totally unethical! Buyers Beware. After 9 days of speaking with 16 different customer service reps, my elderly grandmother's heater is still not replaced. I have gotten a real run around, and have kept a daily log on who I've talked to and what they said. Thus far not one rep has said the same thing twice. This company has been fine with small repair calls, but when an item needs replacement it's non responsive. Most of the reps have been polite, but I've been lied to consistently. Total Protect operates out of Ft Lauderdale, Fl, but under the name "Cross Country Home Services." Sandra Fin is the president, but I've found no way to contact "CCHS" to register a complaint. If anyone has more information that would be useful, my e mail address is vlight12@live.com.
NanS123 on 2009-10-17:
I couldn't agree more. This is by far one of the worst companies I've ever dealt with too, not only are their business practices shady, their reps are rude, don't have a clue what's going on and really don't try to help in any way. When my claim is all over (assuming it will be), I plan to write to the president of Total Protect, my mortgage company that "hired" them, and file complaints with the Better Business Bureau and anyone else I can find. I am also quite prepared to sue them if they don't fix my furnace. It's going down to 33 degrees tonight!
Grace.S. Dallas TX on 2012-04-12:
My mortgage Company recommended this company. I had a flood from nowhere in my house. They sent out a"plumber" who advised me that the claim was not covered and that I should call my Homeowner's insurance and hire him. This scammer reported that I had sewer blockage( which is not covered) therefore my claim was denied. Luckily because I had a pool in the house and Total protect does not cover pools, I also bought home warranty coverage from American Homeshield Home warranty coverage. The AHS plumber came out, discovered that the problem was from my water heater and AHS went on to replace the water heater and fix the flood although I had to pay $600 out of pocket. These Total "Liars" were supposed to write me a letter and they conveniently forgot to include in the letter that my problem was misdiagnosed by their incompetent and greedy contractor. This company needs a class action lawsuit and if there is any lawyer out there who can handle this, please let's go for it. There certainly is more than enough evidence against them.
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