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.
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.
TUCKER, GEORGIA -- I used to love Total Protect. Lately, I am disappointed in them and hope that they get it together. We had a garbage disposal issue, excuse me HAVE. They sent someone out from Sears who was rude and said that they sent the wrong person. This person ordered the part we needed but said that the plumber would have to install it. We paid the guy our deductible. The guy reported that we did not pay. I called Total Protect. They called Sears. Sears confirmed that this was a mistake. We did pay. They would send information.
Total Protect, manager Terrence required that I also send proof before they will allow the plumber to arrive. I had to go to the bank, and find a way to fax them a copy of the check - front and back and the receipt. They still will not send the plumber out. They said that I have to wait, that they do not have sufficient proof. I asked to speak with a manager and was told no. I asked for a complaint line or corporate number and was told that there isn't one. This company does not care about customers and service. I have gone out of my way to prove that we paid, another company said we paid and they will not allow the plumber to come out. Go elsewhere.
FLORIDA, FLORIDA -- The contractor went to the wrong house - he then called us and came to our house. He checked the range and washer and we gave him a check of $170.00 (85.00 deductible for each). He was supposed to email the invoice which he never did. The check was cashed by the company and he has ordered the part of range (coil) needed to replace. We have called him million of times and he is very uncooperative. He told us that TotalProtect rejected the claim.
We called TotalProtect, talked to at least 20 people and no one is willing to help. If this issue is not resolved, we will bring a lawsuit, go to TV channel and media blog and BBB as our patience is running out, and Total Protect will get a bad reputation.
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 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.