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Total Protect Home Warranty Consumer Reviews

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Terrible
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

LATEXO, TEXAS -- I would not recommend this company for the following reasons. Bad business practices, slow to respond to a claim, false statements among other things. When I called to find out about their services before signing up with them I specifically asked about service technicians in my area as I live in a rural area and had had trouble with another warranty company finding service techs to come out here in the country. I was assured by the lady on the phone that they had plenty of companies in the area to perform service for Total Protect. I asked and was told several times that they had people in the area.

I called in to file a claim on my AC unit not working properly on the 31st of July. The temperatures were in the high 90's and heat index of over a 100. I was told that I was being placed on the "high priority, emergency list". I called back two more times and was told the same thing and that they were having trouble finding a service tech, this after I had been assured there were plenty in the area. I asked to speak to a supervisor and was given several different excuses and never did speak to one and was basically told not to call back that they would contact me when they found someone to come out and check the AC unit.

Meanwhile the temperatures were steadily rising until they were over 100 degrees. A week later I finally got a call from a service tech from a city that was over an hour away and he came out and diagnosed a bad evaporator coil. Said he would call it in when he got back to the shop. Another week passed before I got a message to call Total Protect about my claim. When I called they told me that I needed to give them the ok to order the parts and that I would have to pay another $185 out of pocket after already paying my $85 deductible, said it was for reclaiming and disposing of refrigerant and fixing the drain pan.

Also said it would take two to three business days before the parts came in and then the service tech would call me to schedule an appointment. Can't help but wonder if this will take another two weeks on this "high priority, emergency claim" to be fixed. As far as I can tell there was nothing wrong with the drain pan. I told them that I didn't think I should have to pay for all that when it took two weeks for them to get back to me even though it says in the paperwork that they don't cover it. I think that they should have paid it due to the heat and how long it took them to take care of this "high priority, emergency claim".

Of course they refused to and they were oh so sorry and apologetic about the delays. I feel as I was lied to about service people from the very beginning just to get my money and they do not care about the customer even if they call it a "high priority, emergency claim". I am seriously considering canceling my account with them after my AC does get fixed. Also I am going to file a complaint with the Better Business Bureau. I think Total Protect has very shoddy business practices and care not about their customers, but only about getting the customers money.

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Terrible Experience
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

FORT WORTH, TEXAS -- Ms. Sandra ** was quoted as saying, "We continually measure the performance of our service partners to ensure customers receive top quality workmanship and service delivery." Our experience this week does not indicate that that is a true statement. This has been a week of 100 degree temperatures and 84-87 inside.

August 24 we called TotalProtect because we had water leaking around filter in our ac unit. They told us Cool Comfort would be here between 9 and 12 on August 25. His contact was an email address. We emailed him and had no response. I called that morning because we had not heard from the service provider. She put me on hold and came back and said he would here between 9 and 5.

At 4:30 called Total Protect because no one had sent a message or appeared at our door. She told me they had not had a response from him. So we needed someone else. He came Sunday about 11:30, left an invoice here that says we need new coils and drain pan and that would take 3 to 5 days.

Tuesday I talked to TotalProtect and am told they are still researching and it was marked emergency since it was air conditioner so it should be resolved soon. Then I called the provider and he said the part was ordered and was waiting to be shipped. I asked how he determined we needed coils and drain pans. He said it was to replace one without the other, drain pan would probably be rusted out. I could call back before 8 and he could tell me if part had been shipped. He did not answer phone, left message, no return call. Wednesday I probably called 10 times, never answered, never returned a call.

Called TotalProtect back and hear the same story again, still in research. Then she says the paperwork sent to them says condensation line is plugged and it isn't covered by insurance. I asked to talk to supervisor, they are all busy, it one will call as soon as she is finished with someone else. Never got a callback. Thursday call again. Hear same story, in research, resolved soon. Asked to talk to supervisor, it will be 24 to 48 hours. After 10-15 minutes of holding we got disconnected.

Called back a couple of hours later, go through same process, ask to speak to supervisor and am told they will call back in 24-48 hours. Told her under circumstances she needed to let me talk to a supervisor. I talked to her and she read the paperwork from provider that says we were told condensation line was plugged and we refused them doing it because it was not covered by insurance. It is a puzzle to us why we were not told this was not covered by insurance until late Wednesday afternoon. Why were they researching if it was not covered.

In the meantime on the internet we found reviews of the provider, Circle A, on Better Business Bureau website. All but one were exact scenarios of our situation and Total Protect had been informed. Why is Circle A still being called to take people's deductible, do nothing, give different info to customer and TotalProtect. Neither provider that was contacted seem to show top quality workmanship and service. Totally disappointed in this whole experience. So why are they sending work to them?

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34 days to repair a/c
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

FT LAUDERDALE, FLORIDA -- My a/c decided to stop working on the one hottest days so far this year in Las Vegas as well as the day after I was released from the hospital following major abdominal surgery. Sadly, it was still early June & the temp hit 107 degrees. We were under a heat advisory for the next few days.
I called Total Protect, was given an a/c company who was unable to come look at it for 5 days. I immediately called Total Protect back & advised them that I could not wait due to the heat as well as recovering from surgery. They put a 'medical emergency' on the claim & referred to a different a/c company.

The new company came out next day. The 21 year old unit had blown the compressor. They recommended replacing the entire unit as the compressor had previously been fixed. Total Protect received the necessary paperwork that day. This is when they decided to be super cheap as well as penny wise & dollar foolish.

They assured me the next day that the a/c unit would be replaced (not repaired) as soon as they could locate one. Lie.
They put an 'escalation' on the claim. Lie.
They advised me that it was with research & I should have an answer in 36 hours. Lie.

In the meantime I had someone else come look at the a/c. I was informed that the compressor had indeed blown & they too recommended total replacement. This was a friend of a friend. I was advised that a new compressor would cost over $2000 & probably wouldn't last long as the old one had burned out & the wiring was melting. A complete replacement would cost $4500. I inquired as to the turn around time & was told the job could be completed in 1 day & they could do it the very next day. My intention at that point was to cash out with Total Protect & have this company do the job. But Total Protect was still 'researching' or some such nonsense.

It took Total Protect 8 days to reach a decision. I called them daily for an update. Every day I was told the same lies. Research will have a decision within 36 hours. We have placed this under a medical emergency. We have put an escalation on this claim. Claims needs to go over your options with you. I hate to think how long it will take without that. As of this writing I still have not been given my options.

We have had a 2nd & 3rd heat advisory here in the desert. The temp hit 113 degrees & is currently hovering between the 105-110 degree mark.

It has now been 12 days. They have decided to replace the compressor instead of the unit. They ordered it. When it will arrive & the a/c company can fit me in is anyone's guess. So at this point in time they still are unable to answer my question as to how long this will take & whether I need to get a hotel or rent an apartment for me & my children (2 legged as well as 4 legged).
On June 26, 2018 a new compressor was installed. Nice cool air. That lasted 1 hour. Then it stopped working again.
Today the technician came to the house to find out what was wrong with the unit. As it turned out the compressor had stopped working. Again.
Received a phone call from customer service supervisor 6/28/18 at 10:00 PM EST. I feel that I was pawned off onto this poor gentleman who works the night shift. The most he could do was 'yes ma'am' me and say that this claim did take a bit longer than it should have. Wow, how's that for a few crumbs? A 'bit longer'. Seemed like an eternity for me especially when you take into consideration my claim for my double wall oven (replacement) was completed with a new oven installed within a week from the date that I initially called to place the claim. An non-essential appliance such as an oven can be replaced in less than a week but an a/c unit, with temps between 105-116 degrees, with a medical emergency and multiple 'escalations' on the claim takes more than 2 weeks to be repaired. I did some research on my own and found the compressor (wholesale) here in Las Vegas ready for pickup the same day. That took me all of 5 minutes. Guess research needs someone like me working in their department.
*Please note that after 29 days they offered up to $350 toward a Portable A/C. Ridiculous to offer after so long, not to mention a unit costing $350 is the 2nd smallest size available covering approximately 450 sq ft. Sadly my house has an open floor plan with cathedral ceilings on the first floor which would render even a 14,000 BTU unit useless in combating Las Vegas temps.

Partial Copy of Transcript of Messages:
Total Protect: We are going to cover any non-covered charges if the compressor has to be replaced again, and we will reimburse you up to $350 if you would like to purchase a portable a/c unit for use while waiting for repairs. Nicole will be calling you momentarily. Thanks, Amanda

7/13/18 After multiple phone calls, complaints to BBB & posts on social media we finally have a second compressor ready for pickup. Although I had be advised that I would NOT be responsible for the 'non covered expenses' I had to pay $536 to a/c company to make appointment for them to install part.
For fun I calculated the cost over the (18) years of paying premiums to home warranty companies, subtracted the amount it would cost me out of pocket to replace all the appliances they have replace/fixed as well as the cost of replacing 2 a/c units & found I would be $5000 ahead as well as been able to choose my own contractor & have the jobs done far more quickly. I did not even add in the 'deductibles' I paid.
Do yourselves a favor. Bank the money every month that you would be paying & then when you need it you will have it. If you really feel you need a Home Warranty company, avoid this one like the plague. They could care less about their customers.

*Update*
After 34 days the a/c was repaired. Although I was assured by Total Protect Home Warranty in writing that I would not be responsible for a second deductible or the non-covered expenses as I had already paid them to the other a/c company that refused to honor the 90 day warranty I was required to pay to have the job completed. Have not heard from Total Protect Home Warranty for 6 days, since paying the a/c company an additional $536.

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Claim
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

SUNRISE, FLORIDA -- DO NOT USE THIS COMPANY!! I will be sharing my experiences with multiple websites. I was supposed to get the first month of the warranty for free in April 2015, but TotalProtect took the monthly fee from my account anyway. I had to call my bank and place a stop-payment on the transaction. The bank gave me my money back and got reimbursed from TotalProtect.

When I filed my first claim on May 14, 2015 to have my air conditioning unit repaired, the technician calling himself "**" from the vendor company A to Z Heating & Air in Auburn, GA arrived on May 19 and demanded payment of my $75 deductible prior to doing any type of work. I refused and called TotalProtect customer service to verify this policy, which the technician ("**", whose actual name is "**" or "**") claimed he "had to do or he would get in trouble." He then lied to a representative named **, claiming I did not want to pay the deductible.

I spoke with ** and let her know in front of "**/**" that I had no problem paying the $75 deductible, but this technician needed to do some work before demanding payment. The customer service agent "**" agreed with me and told "**/**" the technician that he at least had to do a diagnostic on the air conditioning unit before demanding payment. This is when "**/**" got angry because he was told to do work before demanding payment and proceeded to write an invoice stating that my unit had a pre-existing condition.

When I paid the $75 deductible and asked for feedback regarding the repair, the technician said that "TotalProtect would call with the details." I called TotalProtect and spoke with a very rude senior manager named **. Claimed he would follow up with the vendor, but was too lazy to look up the correct vendor phone number. I had to provide with the vendor's phone number. ** later called and left a voice mail, claiming that TotalProtect would not repair my air conditioning unit.

** proved to be very arrogant and lacked common sense, siding with the vendor before gathering all of the facts. He really could care less about the company's clients and should be terminated because there is no telling how many other customers have had horrible experiences with this person. Is apparently not very good at basic math, because the company lost my $600 warranty because they cheated me out of a $75 deductible and a repair that they are responsible for. UNLESS YOU WANT TO BE CHEATED OUT OF YOUR HARD-EARNED MONEY AND YOU WANT TO BE TREATED RUDELY, DO NOT USE THIS COMPANY!!

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Total Ripoff. Do Not Use Them.
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

VIRGINIA BEACH, VIRGINIA -- This company is a ripoff and finds reasons not to pay. I signed up in January and my plan became effective February. I called when there were loud noises from my AC unit. They took a few days to reply after the claim. You continuously have to call and push to get help. They finally had Four Seasons come and the guy was very rude. He ended up rescheduling because he couldn't fit in my attic. After he came back they told me the insurance needed to pay for a new compressor and he would let them know. I signed the paper and he left.

A week goes by and no reply so I called the insurance for them to say I need to send in my home inspection to show my unit was okay when I purchased the house. I sent the paperwork and they said allow 3 business days. 7 days goes by no reply so I called again. This time the excuse was that although the inspection showed my unit was fine when they checked that the service tech said it looked like my unit was tampered with. This is not true and why wasn't I told this last time. I asked for a supervisor who told me the tech said my contractor was 10 days old so this is pre-existing. Each time I speak to someone it's different.

They said we could pay for a second opinion out of pocket so we did. They advised we need a new contractor. I sent the report in and a week later no reply so I called. They said it will still be a pre-existing condition and the claim is still denied. Why let someone get a second opinion if you're still going to deny. I asked if they even called the second tech and the representative said no they did not. But they called the first guy. I need the information from the second tech.

They are very unprofessional and give different reasons to prevent them from having to pay. I asked for a corporate or upper level contact and they would not get one. I am going to file a complaint with BBB. I have an infant and 8 year old who are without heat. February is when it started getting cold. We had to buy heaters. This is unacceptable. I am beyond angry. I was given inaccurate and inconsistent info. Bad customer and tech service.
Paid out of pocket for second opinion and still denied.

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Horrible customer support
StarStarEmpty StarEmpty StarEmpty StarBy -
Rating: 2/51

FREEHOLD, NEW JERSEY -- My tenants hot water heater was not working. They sent a plumber over who took apart the gas burner and didn't put it back together. He wrote a ticket saying the sensor was not working due to lack of maintenance. First let me say, our lack of maintenance made the heater last three years beyond the warranty. The plumber left me a message saying the sensor doesn't work and there was a backdraft from the chimney. He also said he does not service this area.

The first CSR I spoke to told me he said I needed a new sensor but he didn't order it and that they would review the ticket to determine what they would do. I asked for it to be escalated as there were children in the house and temps were expected to drop. Each time I called, the CSR gave me a new story. But each time they said in 48 hours I should get a call back from a manager.

I called three times on Saturday, they kept me on hold for a manager. They failed to say that the 48 hours does not include the weekend. The first call was on Wednesday, on Friday the original plumber went back to reassemble the parts he took apart. On Sunday my husband went out and purchased a water heater because we didn't want to leave the Tenant without hot water another day.

When I finally got to speak to a manager on that Monday, she was going to compensate me with 100.00 for the purchase of the new heater but then noticed that on the ticket it said the plumber changed the thermo coupling. No one in the approximate 20 calls I made ever mentioned that he changed anything. Hence, they closed my ticket.

Apparently this company does not stand by their word and with the notes they supposedly had how did not one CSR notice a part was changed! So disappointed in the lack of customer care and the lack of understanding by the managers. By the way, we tried to speak to another manager. Two weeks later, still waiting for a callback.

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Heat Exhaustion!!!
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

TAMPA, FLORIDA -- I have been a Total Protect customer since May 2015, a friend recommended them. In August 20th (Thursday) I submitted a claim regarding my air conditioner. Claim number and a telephone number for a vendor was given. So I want to share this whomever would like to read it.

August 21st a very nice Customer Service Agent from Total Protect cancelled the first vendor (a one-man company with a full schedule. I am in Florida. 95 degrees outside, 105 inside, no A/C) And conferenced me in with a new vendor, Healthy Home Heating and Air Conditioning, that asked to treat my request as an EMERGENCY. I believe they have more technicians. One went to my house, diagnosed the problem and left. He told my son he was going to order the part and be back Saturday August 22nd; unfortunately my son forgot to ask of what year.

I called several times and no one knows anything. All they know is that they ordered the part and have no idea when it will arrive or if it has arrived at all. I don't understand how they can't track a package in this day and age when I can track a letter and they post all the information on the web. Maybe they used Pony Express.

I had specified that this was an emergency. I live in Florida where it goes to 95 degrees daily and it gets hotter inside my home. I could have dealt with that for a day or two but not a week or more. I've had to send my Dog to a friends because she couldn't handle the heat. My son and I have also been experiencing heat-related issues, medical problems which are obviously starting to cause problems. As of today, August 26th, we are all clueless as to why we haven't even received an ETA on the work that needs to be done or even when the part is to arrive. Again anything can be track nowadays.

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Complete Replacement of Air/Heating Unit
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

OLIVE BRANCH, MISSISSIPPI -- Our story. Our air conditioner went out on a Thursday. We called TotalProtect to get a tech out to see why. They arrived on Friday. The unit was approx.. 20 years old and needed replaced - completely. The tech said we can have it completed by Monday. Great! Or so we thought. The cost of the replacement (via the tech TotalProtect sent out) was around $10,000. WHAT!!! We called TotalProtect on Monday to see when our unit would be replaced. They said they hadn't gotten the paperwork from the tech's company yet. I called the tech's company and they said they would send it right over. We called TotalProtect on Tuesday to see when the replacement would be installed.

We were told it would be 48 hours for their people to "investigate" prices for a new unit and for approval. Fine. 48 hours later we called again. We were told then that the unit would arrive in 3 days. Fine. We called Fri to ask what type of unit was ordered and where it was coming from so we could be ready for it. We were told that no unit had been ordered and that there was a problem with the pricing. Now in the mean time the temps here were in the mid to upper 80's and we have 5 dogs that get hot fast and fight when upset. We are cooling our house using fans.

We finally talked with a "supervisor" that said TotalProtect would only cover just over $900.00 for a new air conditioner/heating system. WHAT??? $900 for a complete system? I then called a air conditioning company that we use at my job and they had a unit that could be put in for $5500. After over a week without air we finally got TotalProtect to agree to send us a check for the $900+ and got the local company to install the new unit.

Now it is time for another payment to be made to TotalProtect and we have decided to cancel the service (which we were told we could do at any time). The Customer Service Rep told us that we could not cancel the service for 3 months because we were under contract for a year. WHAT CONTRACT? WE NEVER AGREED TO ANY SUCH THING!! We are now going to stop the automatic payments from the bank and to Hell with TotalProtect.

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Broken Clothes Washer Machine for 1 month with no resolution in sight
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

SUNRISE, FLORIDA -- My family of 5 has been without a clothes washing machine since 12/16/17. We have a home warranty with Total Protect that this machine is covered by. I originally contacted Total Protect to file a claim for my clothes washer machine on 12/16/17. A tech from Mr. Rogers Home Services arrived on 12/18 to diagnose the issue. On 12/27 two more techs arrived with the parts to repair the machine. The stated that they were unable to because the wrong part was ordered. I spoke the the office manager and he assured me that the correct part would be ordered, however the repair would be on 1/3. On 1/2 I called the company to confirm the appt. & was promised a call between 3-5 to confirm the appt. On 1/3 nobody arrived at my home & I was informed that the part was not in yet. On 1/4 another tech arrived only to tell me that the incorrect part (washer lid sensor) had been ordered again. I contacted the business owner and he promised to send the tech to get the correct part from a warehouse in Clearwater. Later that afternoon, I followed up with the company and they requested that I supply the serial #, model # for the machine. They stated that they were unable to locate the correct part for the machine, and that a universal part would not work either (1/4/17). I have contact Total Protect each day since with no resolution. I spoke to Cassandra on 1/4 & explained my dilemma to her. I requested to speak with a supervisor, and she informed me that nobody was available. The customer service representative I spoke with today informed me that Cassandra is in fact a supervisor. I still have not been contacted by a supervisor, and my washer machine does not appear to be any closer to being repaired. I was informed that the situation has been sent to "research" and that I should receive an answer by Friday, January 13, 2017! I have taken four days off work, spent countless hours on hold and speaking with reps from Total Protect, spent money on travel to and from the laundry mat, and endangered myself and 3 young children by traveling to a very unsafe area to use the laundry mat. All I'm asking for is resolution. My contract states that a replacement appliance will be issued if the current cannot be fixed. I feel that we are at that point in time. I have spent almost a month waiting for this washer machine to be repaired. At what point is it deemed a total loss? Kenmore "Oasis" Elite Total Care Flex-King Size Capacity Plus-Quiet Pak2, Model 110.28032701, SER CW2471839, Type: 581

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Beware. Does NOT Honor Policy. Bound to Find Loopholes
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

Service call placed on a AC unit in the house we purchased 7 years ago. AC the heating tech said is about 15 years old which in WI is at the high end. 5 days before we got info on who to call after I called them 3 times. Tech confirmed that the unit shows well maintained and nothing he sees is outside of normal aging or code, filters are clear. He noted that this is their first call with TPH and he never had any of the other companies he works with insist so much on taking pictures of everything, got 3 emails about it. When I heard that I should have seen this coming. We are in WI a AC outside has a expectancy of 7-15 years so that we had ours that long is very good.

Well long story short after I heard about the pictures I got curious since this was our first ever call. Sounds like they have a pattern of finding a needle in a haystack to deny your claim and make it LOOK as if it's legit. So a tech of 27 years tells us this unit was well maintained and these young yahoos claim it's not based on... wait for it 'a few cobwebs' that after a first use in this 6 months winter period apparently showed up and aged lines. They seriously told us the tech of 27 years does not know what he was talking about. There is not enough room and time to go into this more and I am done wasting my time but all I can say is DO NOT WASTE YOUR MONEY.

Those that post and review that they try to pull a fast one on you have it right. I tried to give them the benefit of a doubt and should have listened to my higher inclination on this one. If it's too good to be true it is and the pattern is across of these companies listen to it. Never mind for a repair and $60 a pound of Freon. They would only cover a miserly $10??? Seriously.

Just glad I did not pay the policy in advance and we paid monthly because we are done with the yahoos and canceled this. I rather do this the traditional way and save my emergency funds. Unless they are going to uphold the policy and address the way this claim was handled sufficient by either fixing or replacing the unit. Don't waste my time.

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Total Protect Home Warranty Rating:
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1.1 out of 5, based on 53 ratings and
70 reviews & complaints.
Contact Information:
Total Protect Home Warranty
1625 NW 136 Ave., Bldg. E, #200
Fort Lauderdale, FL 33323
954-835-1900 (ph)
www.hmsnational.com
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