Total Protect Home Warranty Consumer Reviews - Page 6

CARROLLTON, TEXAS -- This company's address is in Ft. Lauderdale, FL for those of you who may be looking for this company. I bought this plan through my mortgage company for an aging home. On 9/13/08 I placed a call for service for my furnace which I have had inspected twice yearly for over 6 years. After the inspection in Sept. I was told the heat exchanger was cracked on the furnace. I called TotalProtect for service. It took 3 days to get a tech to the house. I was told it would not be covered because I had taken out the policy because I knew the furnace was in need of repair. The policy was taken out long after I started having a local company check the HVAC system twice a year.

It is now 2 months later & still nothing has been done. The 1st tech is apparently no long with the original service company & they do not have his paperwork. They were not going to send another company except my daughter got involved & forced their hand. But it has been for naught. I am still getting the runaround with lost work orders, no return phone calls and just total lack of customer service. I am 78-yrs-old with heart problems. I am now facing a winter without heat and THEY COULDN'T CARE LESS and are not standing behind their contract.

RUN from this company. I will continue to report their TOTAL LACK OF CUSTOMER SERVICE/CARE to any and all who will listen, including the State Attorney General, the State Insurance Commission, the BBB and I have retained an attorney in hopes I will have heat sometime before next spring.

DO NOT TRUST anyone who wants to sell you a policy through TotalProtect, HomeSure of America or Cross Country Home Services. My mortgage holder, CitiMortgage, recommended this company. I will be contacting them also about the irreputable company they are "pushing" to their customers. They are another case of poor customer care! STAY AWAY!!!

About a year ago, I received an offer from Bank One's "Total Protect" stating that all my appliances would be covered for a fixed amount each monthly premium. There would be a $75m service call fee and all other expenses would be covered. It seemed to be a good offer to me, since my appliances were from 3 months old up to 20 years old.

Recently my heat pump stopped working, they sent out an unknown repairman who checked it out and while he was working on it, it exploded right in front of him. The process of replacing it began. The package came to him on July 1st and they weren't too eager to put in the system on the second of July, but after talking to Total Protect, they arrived to put it in.

No one thought to measure to see if the unit they were sending would fit into my furnace room, and it didn't. They took a power saw to my door and wall to get their unit into the room. In the process they happened to cut one of the wires in two that led to the furnace from the thermostat. By the way, the deductible had gone up from $75 to $287 before they got here by phone. When they walked in on the 2nd, they told us that they had to have a little over $400 in cash today before they finished and the unit ran.

With me sitting here in the heat, a CHF patient, I had no choice except to send my wife to the bank to get the necessary cash. They left just after the unit began to run, they ran. They did come back some days later to put the levelers on the outside unit and put the breather on the drain. I handed them a new piece of thermostat wire and told them that I wanted it put in to replace the strained wire that they had cut into two pieces when butchering my wall. They refused and went outside to check the Freon level in the unit. Shortly I sent my sitter out to check on what they were doing, she came back an told me there was no one out there, they had run off.

Thanks Bank of America for the nice service your contractor did for me! I am a victim of theft of a set of new lines that the manufacturer had sent to put in with the unit, elder abuse for their practice of holding the unit's ability to work until they got the extra money that they wanted.

FT. LAUDERDALE, FLORIDA -- Last Friday (6-28), my air conditioner went out. I came home from work at 4:00 PM. The company was called prior to send an air cond. tech. They gave me a 4 hour window. That day it was 118 outside. At 8:30 PM, they were still not here. I called the tech directly... he advised me that he would be there shortly. About 9:30, they showed up. After examining the unit they said the fan motor need to be replaced. OK. After 30 minutes or so they returned saying they needed an additional $150.00, to have the store opened up because it was now after hours. I explained to them that I have a home warranty that covers all hours of the day and night... 24/7.

They insisted on the extra money. At this point my house was still in the 100's. It happened to be the hottest day of the year. I gave them the money at that point. They returned an hour later and finished the job. I called TotalProtect. The customer service representative assured me I would get my money back because the charge of $60.00 is all I should have paid. All of a sudden the owner of company that provided the service calls me and asked me what happened. I told him.

He started screaming at me that it was my fault I should not have given him the money. This is getting lengthy, so... long story short, TotalProtect now told me it was between him and me. They were no longer going to get my money back. In other words tough luck. You got ripped off. Do not use this company!!!

FLORIDA -- I put in a service call on Monday morning for 2 toilets that wouldn't flush and for black water coming up in my shower. We plunged till we had blisters. Total protect gave me the number of a company over 40 miles away who would not be able to come until 4 days later.

I called Total Protect back and told them it's unreasonable to expect 2 seniors to go 4 days without a toilet or shower. They called the company and then told me they arranged for an emergency call and that the company would call me and let me know what time they'd be at my home. They did not call or come. I called Total Protect back around 6 pm and spoke to another person. I asked for a supervisor and after being on hold I was told they couldn't find one.

Now they say they'd find another company who could come this evening, and would call me back. I am still waiting, it's 9:15 pm. I suggested they cover the cost of a night in a hotel, since the water in the shower has a very sour odor. They won't cover that. If I find a plumber on my own, they won't cover it. This company will tell you anything they think you want to hear.

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.

P.O. BOX 550247, FLORIDA -- This is far from a favorable review. I purchased this plan through Bank of America back in 2008. I did not need them until April of this year. My furnace was leaking CO2 into my house, so I called them. I did not get a reply for over one month. By then, it had warmed up, and I found that my central A/C was not working. I called again, and one week later they sent out a serviceman. He told me that there was a hole in my heat exchanger, but needed proof for the insurance company, and that he would be back the next day with a camera. I never heard from him again.

I called and called and called, but got and am still getting a complete and utter runaround about electrical wiring, and codes and more bullcrap. Everything they are saying is listed as covered in my contract. This was a GREAT company as long as they were taking money from my bank account every month. I have submitted a complaint to my state attorney general's office and am fully prepared to sue in court if that does not produce any satisfaction for me and my family.

I have found this company about the same as other home warranty companies and have used them for almost 20 years. In the last year when I moved to CA and bought a new condo there was another company's warranty in place so I used them. They were okay, too, but for some strange reason didn't cover fridges. Anyhow, now that the initial period is over I'm going back to Total protect because they have a plan which included preventative maintenance and because they were fine for 20 years.

Over they years they have replaced a side by side fridge, a dishwasher and a disposal. It all took patience and follow through on my part, but it got done. Financially, I might have been just as well off not to pay them annually and just do pay as I go. I really don't know.

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 downhill 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 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!!!

STAY AWAY... Do not buy home warranty home insurance from TotalProtect, 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!!!

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 it's 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.