Total Protect - Major RIP OFF
Air Conditioner - Complaint
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 sale you their services which of course cost an additional out of pocket cost to the home owner.
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 un-repairable. 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 owners 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 its 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 lead 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 it's 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.