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Total Protect Home Warranty Complaint - Total Protect Home Warranty = Total Consumer Ripoff - Home Warranty
Complaint
MARYLAND -- UPDATED MARCH 28, 2008 (see new section below)
Total Protect is an absolute rip off. I will be reporting them to the BBB and to County, State and Federal officials as well as asking my Maryland Congressional offices to look in to what is clearly a "Total" unmitigated consumer fraud. I will be happy to join a class action lawsuit against them at any time. By the way, when they answer the phone they do not say Total Protect, they say HMS Real Estate Support Solutions so I assume HMS is hiding behind the name Total Protect to shield it from these numerous abysmal consumer complaints. The HMS website says it sells new home warranties through real estate offices but I could find no mention of Total Protect Home Warranties whatever on their website and the Total Protect website does not mention HMS at all. I will ask regulators to look into that as well.
My heat pump broke down in June 2007, during an extreme heat spell, and Total Protect could not have cared less. After 11 telephone calls over six months with not a single one returned, and after being outright lied to by several of their always-different yet always-incompetent representatives, I still have not been offered anything even resembling a fair settlement. I just spoke to the "floor supervisor" who with the most obnoxious passive/aggressive "I am sorry you are not satisfied" routine, refused to let me speak to the head of the customer complaint unit. He ignored every request I made for reasonable followup on my previous 10 phone calls, gleefully repeating his mantra that they had made their offer (in other words take it or leave it, we refuse to negotiate at all), and then instead of attempting to help in any way insisted on giving me the address for the "disputes department" where I have to send in a lengthy written request. I can just imagine how much "Total" attention that will get! I asked for a telephone number for the disputes department and was told I could not have it.
My sad story follows: after sending several totally incompetent people out to look at my 15 year old heat pump (one of Total Protect's "expert technicians" stole the company truck and disappeared -- I couldn't make this up if I wanted too), and after several ridiculous arguments about whether the unit was repairable, Total Protect agreed to replace the unit, but only with a lower than builder grade model of their choice costing $2,100 (and labor was $700 of that price) when the exactly comparable Trane heat pump model cost $7,440. Total Protect then helpfully pointed out that I would be responsible for a number of "additional fees" that would be charged by their "expert" installer, such as extensive rewiring that allegedly would be required. When I on my own had a reputable local dealer (with high grades from Consumer CheckBook), put in a Trane heat pump (since my other unit was a Trane model), I was informed that no rewiring was required. It appears that Total Protect was simply trying to get as much of their $2,100 back as possible. Even after the installation was completed and when the company that did my installation had no need to comment at all they noted that Total Protect's replacement "offer" was totally ridiculous and in no way a good faith attempt to do a comparable replacement.
Don't ever have anything to do with Total Protect. It warrants nothing but what it wishes to warrant, and It protects nothing but its own pocketbook, and its service is the absolute worst I have ever run into anywhere. I will check with the Maryland Attorney General's Office to determine whether it is possible to bring criminal fraud charges against Total Protect.
March 28, 2008 --- UPDATE --- UPDATE --- UPDATE --- UPDATE
I filed a complaint with the Better Business Bureau (BBB) of Metro Washington D.C. The BBB wrote a letter to Total Protect dated January 29, 2008 on my behalf. In a letter dated February 19, 2008 BBB noted that they had contacted the firm and asked whether I was satisfied with Total Protect's response (as I noted in my earlier posting, Total Protect appears to be hiding behind a number of other entities as HMS of the Mid Atlantic States is the company that is rated by BBB in the Washington, D.C. area. Additionally, the claims correspondent who replied to the BBB noted that "HomeSure Services, Inc. has completed its investigation.") So what is the real company,Total Protect, HMS of the Mid-Atlantic States or HomeSure Services?
In any event, I could not believe Total Protect's response. Relevant portions follow:
"The Company approved the replacement of Mr. ___ evaporator coil and air handler. The options offered were a 3.5 ton 13 SEER air handler Payne model PF1MNC04000, a 20kw heater model KFCEH3201F20 and the evaporator coil model B5248HX4QA.
"It was also explained to Mr. ___ that there were non-covered charges of $812.00 that were associated with the replacement of his evaporator coil and air handler. These charges were to be paid directly to the service provider. . . These charges include: duct modification, disposal of the old air handler, air handler electrical upgrades and electrical upgrades which are not eligible for coverage under the Home Service Agreement.
"A second option offered was a claims credit of up to $2,107.65, towards the replacement of a new air handler and evaporator coil. This amount represents the cost the Company would incur had they effected the replacement of the air handler and evaporator coil.
"Regarding Mr. ___ statement that the Company did not offer him a comparable unit, please be advised that this statement is unwarranted, per the terms and conditions of the Homer Service Agreement, the replacement item offered will be a base model that meets all applicable federally mandated minimal manufacturers' standards, performs the same primary function, and has a capacity comparable with the covered item, when available with domestically assembled units. . .
"Mr ___ also requested reimbursement of $7,440.00 for the replacement of his heat pump system; the Company respectfully denies his request. The Company has agreed to reimburse Mr. ___ a claims credit of up to $2,107.65, this amount represents the cost the Company would have incurred had they effected the replacement of the air handler and evaporator coil.
"Also, should Mr. ___ require assistance or wish to speak with a Total Protect customer service representative, he can contact our Customer Service Department at 1-800-474-4047. . ." Signed Corinne Georges, Claim Correspondent.
In other words folks, Total Protect will not provide a nickel more than it offered from the outset, $2,107.65 which apparently covers a below-builder grade model that my own heating/AC company said no reputable company would recommend. And, of course, if you subtract the $812.00 in totally bogus charges, Total Protect would have been out $1,295.65 for an entire heat pump system, including installation costs. Does that sound like a fair deal to you? Does that match Total Protect's rhetoric (still on its website) that "Total Protect Home Warranty protects you and your family from costly repairs and replacement of your vital home systems and appliances." Adding insult to injury they also advertise a "$15,000 total annual aggregate cap on claims." And a "Special Limited Time Offer: Increase my annual aggregate claims cap from $15,000 to $50,000 worth of repairs and replacements for all of your covered appliances and systems for just $2.00 more." Those claims alone should justify a class action suit for consumer fraud.
Of course, I replied on March 13, 2008, in a five-page single-space letter and told BBB that the Total Protect response was totally unsatisfactory and that "Total Protect simply took the same arrogant, condescending and unjustified position it has taken for the beginning -- accept our one and only offer because that is all you are going to get from us."
I ended the letter to BBB with, "If you are indeed in the business of warning consumers about companies that do not stand by their commitments, that defraud and deceive, that do everything in their power to mislead and lie to cover up their own incompetence and fraudulent activities, then I suggest you have found a prime candidate to add to your list. And, yes I would ask that you go back once more and see if you can move them off their intractable position, but I have to say after all this I don't think even the Better Business Bureau will be able to do that."
It appears as if I was absolutely correct. Last Thursday, March 27, 2008, my wife received a call from Total Protect saying they were desperately attempting to get in touch with me and they left a number and contact to telephone. When I called that number a very pleasant lady said she was responding to the BBB complaint and she wanted to know if I would be willing to accept the $2,107.65 offer. I asked if she were joking. I asked why I would now accept an offer that I found inadequate, fraudulent and totally unfair. She asked if I could hold for a supervisor. I said yes. After waiting for about 15 minutes, she came back on the line and said she was sorry but the supervisor unexpectedly had been called to a meeting on here way to speak to me. I asked what I was supposed to do. She said the supervisor suggested that I call customer service. I said do you mean you are suggesting I contact the same customer service department that I have spoken to over a dozen times, where I never had the same representative twice, where I had to explain the situation from the beginning each and every time, where their incompetence was only exceeded by their arrogance, and where never once, not once, did they have the courtesy to return one of my calls -- and she responded yes.
I asked if this was just a call to check the box so they could say to the BBB that they had honestly and in good faith attempted to resolve the dispute. She did not respond. I told her I now intended to escalate the issue by bringing in local State and Federal insurance regulators and consumer fraud authorities. I also told her it was my fondest wish to join a class action law suit that might close this company down. When it was clear that she couldn't have cared less, I said goodbye.
I can't wait to hear back from the BBB so I can report to them in detail Total Protect's good faith effort to resolve the dispute. By the way, the BBB rates HMS of the Mid-Atlantic States in the following fashion, "Based on BBB files, this company has an unsatisfactory record with the Bureau due to unanswered compaint(s). They also report 105 complaints against this company over the last 36 months and 31 complaints processed over the last 12 months. There also apparently is a BBB listing in Florida under the HomeSure name.
Finally, BBB says this business operates under the following names: Cross Country Home Services; Haa of Virginia; HMS Home Warranty; HMS of the Mid-Atlantic States; Home Warranty Service; HomeSure of America, Inc., HomeSure of Virginia, Inc. and HomeSure Services, Inc. The address is HMS National, 1625 NW 136th Ave. Bldg. E-200, Fort Lauderdale, Broward County, FL 33323
I will update this posting as I do not intend to let this company get away with this.
BUYER BEWARE!
Total Protect is an absolute rip off. I will be reporting them to the BBB and to County, State and Federal officials as well as asking my Maryland Congressional offices to look in to what is clearly a "Total" unmitigated consumer fraud. I will be happy to join a class action lawsuit against them at any time. By the way, when they answer the phone they do not say Total Protect, they say HMS Real Estate Support Solutions so I assume HMS is hiding behind the name Total Protect to shield it from these numerous abysmal consumer complaints. The HMS website says it sells new home warranties through real estate offices but I could find no mention of Total Protect Home Warranties whatever on their website and the Total Protect website does not mention HMS at all. I will ask regulators to look into that as well.
My heat pump broke down in June 2007, during an extreme heat spell, and Total Protect could not have cared less. After 11 telephone calls over six months with not a single one returned, and after being outright lied to by several of their always-different yet always-incompetent representatives, I still have not been offered anything even resembling a fair settlement. I just spoke to the "floor supervisor" who with the most obnoxious passive/aggressive "I am sorry you are not satisfied" routine, refused to let me speak to the head of the customer complaint unit. He ignored every request I made for reasonable followup on my previous 10 phone calls, gleefully repeating his mantra that they had made their offer (in other words take it or leave it, we refuse to negotiate at all), and then instead of attempting to help in any way insisted on giving me the address for the "disputes department" where I have to send in a lengthy written request. I can just imagine how much "Total" attention that will get! I asked for a telephone number for the disputes department and was told I could not have it.
My sad story follows: after sending several totally incompetent people out to look at my 15 year old heat pump (one of Total Protect's "expert technicians" stole the company truck and disappeared -- I couldn't make this up if I wanted too), and after several ridiculous arguments about whether the unit was repairable, Total Protect agreed to replace the unit, but only with a lower than builder grade model of their choice costing $2,100 (and labor was $700 of that price) when the exactly comparable Trane heat pump model cost $7,440. Total Protect then helpfully pointed out that I would be responsible for a number of "additional fees" that would be charged by their "expert" installer, such as extensive rewiring that allegedly would be required. When I on my own had a reputable local dealer (with high grades from Consumer CheckBook), put in a Trane heat pump (since my other unit was a Trane model), I was informed that no rewiring was required. It appears that Total Protect was simply trying to get as much of their $2,100 back as possible. Even after the installation was completed and when the company that did my installation had no need to comment at all they noted that Total Protect's replacement "offer" was totally ridiculous and in no way a good faith attempt to do a comparable replacement.
Don't ever have anything to do with Total Protect. It warrants nothing but what it wishes to warrant, and It protects nothing but its own pocketbook, and its service is the absolute worst I have ever run into anywhere. I will check with the Maryland Attorney General's Office to determine whether it is possible to bring criminal fraud charges against Total Protect.
March 28, 2008 --- UPDATE --- UPDATE --- UPDATE --- UPDATE
I filed a complaint with the Better Business Bureau (BBB) of Metro Washington D.C. The BBB wrote a letter to Total Protect dated January 29, 2008 on my behalf. In a letter dated February 19, 2008 BBB noted that they had contacted the firm and asked whether I was satisfied with Total Protect's response (as I noted in my earlier posting, Total Protect appears to be hiding behind a number of other entities as HMS of the Mid Atlantic States is the company that is rated by BBB in the Washington, D.C. area. Additionally, the claims correspondent who replied to the BBB noted that "HomeSure Services, Inc. has completed its investigation.") So what is the real company,Total Protect, HMS of the Mid-Atlantic States or HomeSure Services?
In any event, I could not believe Total Protect's response. Relevant portions follow:
"The Company approved the replacement of Mr. ___ evaporator coil and air handler. The options offered were a 3.5 ton 13 SEER air handler Payne model PF1MNC04000, a 20kw heater model KFCEH3201F20 and the evaporator coil model B5248HX4QA.
"It was also explained to Mr. ___ that there were non-covered charges of $812.00 that were associated with the replacement of his evaporator coil and air handler. These charges were to be paid directly to the service provider. . . These charges include: duct modification, disposal of the old air handler, air handler electrical upgrades and electrical upgrades which are not eligible for coverage under the Home Service Agreement.
"A second option offered was a claims credit of up to $2,107.65, towards the replacement of a new air handler and evaporator coil. This amount represents the cost the Company would incur had they effected the replacement of the air handler and evaporator coil.
"Regarding Mr. ___ statement that the Company did not offer him a comparable unit, please be advised that this statement is unwarranted, per the terms and conditions of the Homer Service Agreement, the replacement item offered will be a base model that meets all applicable federally mandated minimal manufacturers' standards, performs the same primary function, and has a capacity comparable with the covered item, when available with domestically assembled units. . .
"Mr ___ also requested reimbursement of $7,440.00 for the replacement of his heat pump system; the Company respectfully denies his request. The Company has agreed to reimburse Mr. ___ a claims credit of up to $2,107.65, this amount represents the cost the Company would have incurred had they effected the replacement of the air handler and evaporator coil.
"Also, should Mr. ___ require assistance or wish to speak with a Total Protect customer service representative, he can contact our Customer Service Department at 1-800-474-4047. . ." Signed Corinne Georges, Claim Correspondent.
In other words folks, Total Protect will not provide a nickel more than it offered from the outset, $2,107.65 which apparently covers a below-builder grade model that my own heating/AC company said no reputable company would recommend. And, of course, if you subtract the $812.00 in totally bogus charges, Total Protect would have been out $1,295.65 for an entire heat pump system, including installation costs. Does that sound like a fair deal to you? Does that match Total Protect's rhetoric (still on its website) that "Total Protect Home Warranty protects you and your family from costly repairs and replacement of your vital home systems and appliances." Adding insult to injury they also advertise a "$15,000 total annual aggregate cap on claims." And a "Special Limited Time Offer: Increase my annual aggregate claims cap from $15,000 to $50,000 worth of repairs and replacements for all of your covered appliances and systems for just $2.00 more." Those claims alone should justify a class action suit for consumer fraud.
Of course, I replied on March 13, 2008, in a five-page single-space letter and told BBB that the Total Protect response was totally unsatisfactory and that "Total Protect simply took the same arrogant, condescending and unjustified position it has taken for the beginning -- accept our one and only offer because that is all you are going to get from us."
I ended the letter to BBB with, "If you are indeed in the business of warning consumers about companies that do not stand by their commitments, that defraud and deceive, that do everything in their power to mislead and lie to cover up their own incompetence and fraudulent activities, then I suggest you have found a prime candidate to add to your list. And, yes I would ask that you go back once more and see if you can move them off their intractable position, but I have to say after all this I don't think even the Better Business Bureau will be able to do that."
It appears as if I was absolutely correct. Last Thursday, March 27, 2008, my wife received a call from Total Protect saying they were desperately attempting to get in touch with me and they left a number and contact to telephone. When I called that number a very pleasant lady said she was responding to the BBB complaint and she wanted to know if I would be willing to accept the $2,107.65 offer. I asked if she were joking. I asked why I would now accept an offer that I found inadequate, fraudulent and totally unfair. She asked if I could hold for a supervisor. I said yes. After waiting for about 15 minutes, she came back on the line and said she was sorry but the supervisor unexpectedly had been called to a meeting on here way to speak to me. I asked what I was supposed to do. She said the supervisor suggested that I call customer service. I said do you mean you are suggesting I contact the same customer service department that I have spoken to over a dozen times, where I never had the same representative twice, where I had to explain the situation from the beginning each and every time, where their incompetence was only exceeded by their arrogance, and where never once, not once, did they have the courtesy to return one of my calls -- and she responded yes.
I asked if this was just a call to check the box so they could say to the BBB that they had honestly and in good faith attempted to resolve the dispute. She did not respond. I told her I now intended to escalate the issue by bringing in local State and Federal insurance regulators and consumer fraud authorities. I also told her it was my fondest wish to join a class action law suit that might close this company down. When it was clear that she couldn't have cared less, I said goodbye.
I can't wait to hear back from the BBB so I can report to them in detail Total Protect's good faith effort to resolve the dispute. By the way, the BBB rates HMS of the Mid-Atlantic States in the following fashion, "Based on BBB files, this company has an unsatisfactory record with the Bureau due to unanswered compaint(s). They also report 105 complaints against this company over the last 36 months and 31 complaints processed over the last 12 months. There also apparently is a BBB listing in Florida under the HomeSure name.
Finally, BBB says this business operates under the following names: Cross Country Home Services; Haa of Virginia; HMS Home Warranty; HMS of the Mid-Atlantic States; Home Warranty Service; HomeSure of America, Inc., HomeSure of Virginia, Inc. and HomeSure Services, Inc. The address is HMS National, 1625 NW 136th Ave. Bldg. E-200, Fort Lauderdale, Broward County, FL 33323
I will update this posting as I do not intend to let this company get away with this.
BUYER BEWARE!
Comments:
Posted by Paul Harris on 2008-06-20:
I have had the same bad experience with Total Protect. I had a garage door opener stop working. The belt from the motor to the door had broken. I explained what was wrong and was read what was not covered by the operator. She did not know what she was talking about either. The list included door handle, brackets, track etc. I said those were all part of the door, not the opener. The door was installed by one company and the opener by another. The opener came with a motor and a track. When I explained this she agreed that it was covered.
The technican came out to repair the opener. It took 20min to do the work. He spent more time on the phone only to be told that the part is not covered. He was calling the service rep and I was on the phone with customer service. Customer service again read the list of what is not covered. No mention of the rail. The service rep kept telling the technican it is not covered. He would not let me talk to him. Finally, I told the customer service person that I was going to tell the technican to take out the rail and leave my property. He removed the rail and left without being paid. I am waiting to hear from Total Protect.
This company is the worst.
The technican came out to repair the opener. It took 20min to do the work. He spent more time on the phone only to be told that the part is not covered. He was calling the service rep and I was on the phone with customer service. Customer service again read the list of what is not covered. No mention of the rail. The service rep kept telling the technican it is not covered. He would not let me talk to him. Finally, I told the customer service person that I was going to tell the technican to take out the rail and leave my property. He removed the rail and left without being paid. I am waiting to hear from Total Protect.
This company is the worst.
Posted by elfie on 2008-07-09:
Total Protect Home Service Plan has not helped me either. Our airconditioner is not working and we paid our sixty dollars to have someone come out and tell us that it needed a coil and they could not supply us with one. I called Total Protect and they told me that it is in discussion on if they are going to replace our untit. I call and someone tells me that they will get back to me in twenty four hours. It never happens. They have not made one phone call to me at all. They tell me they are sorry and they will give my information to their supervisors. I have to wait on hold for twenty to forty minutes just to hear they can not help me. What rights do I have? I pay for this service along with my mortage. Who by the way suggested this Total Protect Plan in one of my mortate statements. One would think they checked this company out. I am discouraged reading from others they have waited six months and still no help. I wrote to the BBB and they have not sent anything back yet. I also sent a note to my mortage company CWHL. I would appreciate any advice. I will spread the word to all I know that this service plan is not good.
Posted by DebtorBasher on 2008-07-10:
What's it all about...Elfie????
Posted by TiredAndRetired on 2008-07-10:
My experience was not quite as bad as this one, and was not with Total Protect, but with AHS (American Home Shield). We had a Jenn-Air double built-in wall oven that was intermittent in its operation, for four years. Several techs were dispatched to repair the unit, but ultimately, it failed again. Once was on Thanksgiving. When it became obvious it could not be repaired, we contacted AHS and told them the unit was not repairable and we wanted it replaced. They would not have replaced the unit with what we wanted had we not called our Realtor and complained to her. Our Realtor went to bat for us and got us a $2,600 double oven. (basically, these companies are insurance companies---they like collecting premiums but not paying claims).
In another instance, they only would PRO-RATE a new microwave, which would have covered only 1/2 the cost.
One would be better off buying all their appliances from Sears and taking out an extended warranty. I have done this on all major appliances and have more than recovered my money's worth.
In another instance, they only would PRO-RATE a new microwave, which would have covered only 1/2 the cost.
One would be better off buying all their appliances from Sears and taking out an extended warranty. I have done this on all major appliances and have more than recovered my money's worth.
Posted by Madison WI Resident on 2008-07-15:
Unbelievable. Thank you for posting this - I was actually entertaining signing up for their "protection". I plan to email my corporate bank along with this (and other) threads to see if they might want to reconsider associating themselves with this fraudulent entity.
I'm sorry you had such a bad experience; stay with it though. You're doing a great service to others, helping them to avoid the same type of problem.
I'm sorry you had such a bad experience; stay with it though. You're doing a great service to others, helping them to avoid the same type of problem.
Posted by Madison WI Resident on 2008-07-15:
I just emailed corporate Associated Bank and sent them a few links (including this one) asking if they really wanted to be affiliated with this firm. Associated has provided a list of their customers (and mailing addresses) along with their logo. That, in itself, is bad business practice.
Also take a look at http://www.ripoffreport.com/ and query TotalProtect. Ironic part is the literature says "No inspection necessary" - what a joke. In the fine print on the back it states "Associated Bank, N.A. and its affiliates are not affiliated with Cross Country Home Services, Inc. or HomeSure Companies". Well then why is your logo on the letterhead and brochure? Duh!
Also take a look at http://www.ripoffreport.com/ and query TotalProtect. Ironic part is the literature says "No inspection necessary" - what a joke. In the fine print on the back it states "Associated Bank, N.A. and its affiliates are not affiliated with Cross Country Home Services, Inc. or HomeSure Companies". Well then why is your logo on the letterhead and brochure? Duh!
Posted by MiaGon on 2008-07-30:
Another victim from Total Protect - HomeSure protection of California, Inc.
I had the worst of the problems. My A/C unit broke completely, I bought that home about 1 year and four months ago; the house is about 18 years old and of course the A/C is the same age. Well, I called Total Protect on 07/10/2008 to file my claim the technician went to my house three days after and I paid the 60.00 "co-pay" for NOTHING plus my monthly payment. I live in California where temperature can rise up to 120º my house is a two story home so you can imagen the heat inside. After waited twenty days for Total Protect to replace the unit or the part I cancelled my service )on 07/30/08) because everytime I called they will be going around the bushes giving me stupid excuses. Representatives are so ignorant, all the would say is "yes I understand how you feel". Last one I spoke with, almost hung up on me because I told her that it was the worst of the companies I ever had an experience with and that I hated when they say, " I'm sorry I know how you feel" whith this fake voice tone like they were angels. I finally told her that they do not know how I feel, sleeping in the floor, 112º hot, and beside last night we had a visitor - a scorpion because of the heat was inside our home. - I have three kids and told the ignorant representative to cancel my claim and my policy, I am not going to put in a risk my kids. My husband and I will pay for the whole unit to be replaced. The only advice I can give is try to save money because ANY, ANY Home Warranty Company will help you that easy, Fidelity Natinal is another one. I changed to Total Protect thinking it was going to be bette - WAS NOT!!!-
I had the worst of the problems. My A/C unit broke completely, I bought that home about 1 year and four months ago; the house is about 18 years old and of course the A/C is the same age. Well, I called Total Protect on 07/10/2008 to file my claim the technician went to my house three days after and I paid the 60.00 "co-pay" for NOTHING plus my monthly payment. I live in California where temperature can rise up to 120º my house is a two story home so you can imagen the heat inside. After waited twenty days for Total Protect to replace the unit or the part I cancelled my service )on 07/30/08) because everytime I called they will be going around the bushes giving me stupid excuses. Representatives are so ignorant, all the would say is "yes I understand how you feel". Last one I spoke with, almost hung up on me because I told her that it was the worst of the companies I ever had an experience with and that I hated when they say, " I'm sorry I know how you feel" whith this fake voice tone like they were angels. I finally told her that they do not know how I feel, sleeping in the floor, 112º hot, and beside last night we had a visitor - a scorpion because of the heat was inside our home. - I have three kids and told the ignorant representative to cancel my claim and my policy, I am not going to put in a risk my kids. My husband and I will pay for the whole unit to be replaced. The only advice I can give is try to save money because ANY, ANY Home Warranty Company will help you that easy, Fidelity Natinal is another one. I changed to Total Protect thinking it was going to be bette - WAS NOT!!!-
Posted by IntDesigner in SC on 2008-08-08:
Thank you so much for posting this. I was actually holding the offer in my hand - sounded like a good deal for a mere 37.95 a month added to my mortgage...
It is now in the garbage.
How frustrating. I am so sick to death of companies treating people like this - the most maddening them is how padded they are/hard to get at. All you get is the same stupid $8 an hour idiots reading replies from a manual. Infuriating.
Good luck, I really hope this gets resolved to your satisfaction.
Best, Leslie
It is now in the garbage.
How frustrating. I am so sick to death of companies treating people like this - the most maddening them is how padded they are/hard to get at. All you get is the same stupid $8 an hour idiots reading replies from a manual. Infuriating.
Good luck, I really hope this gets resolved to your satisfaction.
Best, Leslie
Posted by RanOverTheCat on 2008-12-01:
You should all read your warranties!
Nothing that is denied is stated as covered and nothing that is covered is stated is denied... the contract is specific and provides you with your rights AND your responsibilities....
be responsible and educate yourselves as consumers....
Nothing that is denied is stated as covered and nothing that is covered is stated is denied... the contract is specific and provides you with your rights AND your responsibilities....
be responsible and educate yourselves as consumers....
Posted by kammy on 2009-01-07:
Total Protect is the worst company to do business with. I had a new furnace installed. My AC coil was gone also so I had to pay Hanna $1398.93. Ok so far. The heating unit did not work so Total Protect sent out Hanna out on service call for $60.00. He could not get the system to work for more than 4 hours. Called TP and again they sent out Hanna
$ he could not find anything wrong with system Worked for 4 hours then went off. Called TP for another $60.00 they sent out a different service man. He said my chimmney was
bad. Finally after 3 weeks of no heat I called Bryant Heating & they sent out a registered service man. At a cost of $150.00. SAid the system was installed wrong & fixed unit. TO will not reimburse me for all the money I spent on service calls that was caused by original installer that did not do the job properly. I am going to
get out of contract.very unhappy with service
$ he could not find anything wrong with system Worked for 4 hours then went off. Called TP for another $60.00 they sent out a different service man. He said my chimmney was
bad. Finally after 3 weeks of no heat I called Bryant Heating & they sent out a registered service man. At a cost of $150.00. SAid the system was installed wrong & fixed unit. TO will not reimburse me for all the money I spent on service calls that was caused by original installer that did not do the job properly. I am going to
get out of contract.very unhappy with service
Posted by Totally Upset on 2009-08-27:
Also see a two-year complaint stream on Total Protect that was finally cut off in December 2008 because the complaints about Total Protect were overwhelmingly negative:http://keithelder.net/blog/archive/2006/06/24/total-protect-home-warranty-good-or-bad.aspx. When you are finished reading that complaint stream, look at the 158 reviews of Total Protect, also overwhelmingly negative, at http://www.homewarrantyreviews.com/reviews/total-protect. If anyone were to bring a federal class action suit against these clowns, it would appear to be a sure winner. I am still fighting Total Protect over the claim I wrote about at length above and have received 6,756 hits and a 73 helpful vote approval rating on my posting. I will be updating my story soon as I am now turning to the Maryland Attorney General's Office and the Maryland Insurance Commission. Still "Totally Upset" and Still Hanging in There. It has now become a cause that I hope all of you will join by reporting this sham of a company to your local BBB, your local consumer protection agency, your local radio and TV station, your Congressmen and your State and local Fraud and Insurance agencies and finally to Federal Authorities. If enough people complain, they will be sued or shut down or prosecuted for fraud.
Posted by NanS123 on 2009-10-17:
If there is a class action law suit against this company, I'd be happy to get on the band wagon. I all ready posted my complaint on this web site so I won't go into it again, but as soon as I am finished with my claim (if I ever am), I will cancel my policy. I may still be calling my lawyer if they don't fix my heat pump over their fraudulent practices and lies.
Posted by total protect is rip off on 2010-04-14:
My god,how did not i read all these sites and all these bad very bad reviews and comment .what did i do to my self so i had to pay and when i needed help i couldn't get it , where is better business bureau to see all these people being riped off by total protect home warranty .my final call was to their repair man to finish repairing what he promised to do which a heat less then a year old and he"s ignoring what i paid and the warranty but listen to this, over the phone he told me (don't call me any more you damn Arab call total protect i work for them )then hang up on me .please i am looking for a best discrimination lawyer out there .final is final i want sleep until i win.
Posted by Fraudhater on 2010-05-04:
Anyone is up for a class action lawsuit against this ripoff, incompetent service company? I am. If you know a good lawyer, then post it up and let everyone join.
Posted by HMSsucker on 2010-07-15:
This company is a ripoff. My heat pump has been broken for 4 months now. 9 service calls, 100 degree weather and $700/month electric, I still have nothing. The two service companies both told me that HMS gives them more money if they reject and not replace the system. Avoid HMS at all costs! Save time and your money!!!
Posted by LakevilleMN on 2010-10-20:
Total Protect = TOTAL RIPOFF. Stay away from that scam. I had a different, very good plan, in Minnesota for 10 years. Switched to Total Protect in August 2010. In October a contractor found cracks in the heat exchanger. Denied by Total Protect, claiming pre-existing conditions. TOTAL SCAM - DON'T BUY IT!!!!!!!!!
Posted by YucaipaCA on 2011-07-01:
Hmmm...am wondering if I signed up for a dud as well with this company because of the inadequate businesses they contract with. Had an appointment for the last 2 weeks to just check out my AC and the contracted entity (Cool Guys-Riverside) decided the night before my appointment that other customers take precedence before my appointment. Called them back to reschedule and never heard back from them! Think I'm going to cancel that Total Protect Gold and save me some money!
Posted by Cat on 2012-01-17:
My heater and AC are one unit. It is old. The heater went out. The service tech said due to concerns of safety the unit must be shut down and we must get a new one. There had actually been a fire in it. When he notified the warranty company they said it is our first claim and they don't want us to think we can get money out of them. They insist that the unit be repaired. It will be getting down to the 20s tonight. They didn't care about the safety concerns. We've been paying this company for a long time. It looks like we will have the same trouble as every one else and we will cancel the policy as soon as something gets ironed out.
Posted by AB on 2012-02-29:
Just recieved an unsolicited letter asking me to sign up for Total Protect which is "now in my area" so I guess they're still in business. Glad I checked your comments before I went any further. Throw out that mail!
Posted by JB Greensboro NC on 2012-05-16:
Monday, May 14, 2012: I placed a service call to Total Protect.com for my Water Heater and Garbage Disposal. A service representative from Triangle Plumbing and Backflow Services came to my home within 2hrs. The service representative checked the garbage disposal and manually turned the motor and removed a rubber piece. The Triangle representative wrote on the service slip: He removed and repaired the rubber piece. According to Total Protection.com: a new garbage disposal was installed, which is not True. I paid the $75 required deductible
Tuesday, May 15, 2012: I called Total Protect for the Water Heather and placed a claim. A service representative from Triangle Plumbing and Backflow Service came to my home within 2hrs. He suggested I buy a new water heater for the amount of $499.00. Taking into consideration I just paid a $75.00 deductible, I decided not to pay the suggest amount. I have already paid:
Monday, May 14, 2012: Paid Deductible: $75.00
Tuesday, May 15, 2012: I Placed Stop Payment @ $31.00
Deduction from checking account @ $39.95 for 24 months, totally = $998.20
Grand Total = $ 1,104.20
The grand total should have covered a new water heater and a new garbage disposal. One would be better off buying all their appliances from Sears and taking out an extended warranty. If there is a class action law suit against this company, I'd be happy to get on the band wagon.
Tuesday, May 15, 2012: I called Total Protect for the Water Heather and placed a claim. A service representative from Triangle Plumbing and Backflow Service came to my home within 2hrs. He suggested I buy a new water heater for the amount of $499.00. Taking into consideration I just paid a $75.00 deductible, I decided not to pay the suggest amount. I have already paid:
Monday, May 14, 2012: Paid Deductible: $75.00
Tuesday, May 15, 2012: I Placed Stop Payment @ $31.00
Deduction from checking account @ $39.95 for 24 months, totally = $998.20
Grand Total = $ 1,104.20
The grand total should have covered a new water heater and a new garbage disposal. One would be better off buying all their appliances from Sears and taking out an extended warranty. If there is a class action law suit against this company, I'd be happy to get on the band wagon.
Posted by nobody on 2012-05-20:
LOL, "trane". Trane is nothing more than a branding scam. The compressors are all made from the same place, and the coils in trane are all aluminum (not repairable). The real moron here is the person who think's paying $7,500 for a trane heat pump is acceptable. THAT is the rip-off. A/C longjevity has 100% to do with the care that was taken to install, and good maintenance. "Trane" don't mean SHIT!
Posted by chanella on 2012-06-04:
Thank you to all of you for sharing your bad experience with TotalProtect. I am actually in the process of getting a quote from them. I am glad I went extra step, found and read your complaints. Their "protection" just sounds too good to be true to me. If you start a class action lawsuit, I would do everything I can to help. Together as consumers, we must speak up to protect ourselves. Thank you.
Posted by Pam on 2012-08-01:
I have total protect and have not had any problems. I do recommand them.No Problems they have paid or replaced every claim I have filed.
Posted by Terrie ann on 2012-08-06:
I called Cross Country (Total Protect) on 8-01-2012 because my AC had quit working. The repairman came out I paid my deductable and after 2 hours in the attic the rapairman said I needed an evap coil. He said he had to submit it to Total Protect to tell them the Diagnosis of my AC.
It is now Monday 8-06-2012 and 12 phone calls and 3 pages of notes later it has still not been repaired. Every time I call I get the usual response but from a different rep, "Your claim has been submitted for processing...allow 24 to 48 hours and someone will call you back". I am so upset and frustrated that an american company is taking advantage of people, taking our deductables and monthly fees and not keeping their word and repairing our broken units. To think that this company has gone on for this long without anyone filing a lawsuit against them is a miracle. I wish I had done my research before I called and started using them. I am giving them 2 more days and that is it...I am calling an stopping the auto deductable on my account...this company needs to be stopped, but by who? what can we as consumers do so that Cross Country Total Protect can not take advantage of other innocent consumers...If there is truly a heaven and a he-- the owners definitely need to go to the latter.
It is now Monday 8-06-2012 and 12 phone calls and 3 pages of notes later it has still not been repaired. Every time I call I get the usual response but from a different rep, "Your claim has been submitted for processing...allow 24 to 48 hours and someone will call you back". I am so upset and frustrated that an american company is taking advantage of people, taking our deductables and monthly fees and not keeping their word and repairing our broken units. To think that this company has gone on for this long without anyone filing a lawsuit against them is a miracle. I wish I had done my research before I called and started using them. I am giving them 2 more days and that is it...I am calling an stopping the auto deductable on my account...this company needs to be stopped, but by who? what can we as consumers do so that Cross Country Total Protect can not take advantage of other innocent consumers...If there is truly a heaven and a he-- the owners definitely need to go to the latter.
Posted by Chuck on 2012-10-22:
Thanks for this web site and all of the good feedback. I was considering the service but decided to do some checking after reading the statement "You may cancel the agreement at any time after the 30-day review period
Posted by deli on 2012-12-20:
I was just taking advantage of by Total Protect. They called me a few months ago got me to leave my other provider and switch to them. Some time later my dryer stops working I put in a claim and they tell me it's not cover because it failed due to a maintenance issue. Get this, the issue is that the motor failed... WTH, I asked over and over how I'm responsible for the motor and it's up keep I do not have access to the motor if I had a clue how to access it I would not need them. I immediately cancelled my policy and I will be following up with the BBB, YELP and any other review site... STAY AWAY FROM TOTAL PROTECT, IT"S A SCAM!!!!!!!!! It's a good thing I found out before I spend years paying into them.
Posted by Dave on 2013-04-19:
Total Protect customer for 5 years without a claim - AC went out because of age and although the system had been properly maintain over a glowing 17 history - Total Protects compitent(?) technician wrote his report to say that the system was poorly maintained and failed because of this. Claim automaticly disallowed - no recourse. Normal life span for a unit of this nature is 10 -12 years. No points for trying to stretch the life of the unit to save everyone money. Result - policy immediately cancelled. Do not fall into this money trap!!!!
Posted by Masterguns on 2013-04-28:
I just called in a claim for my a/c unit that has quit cooling. I sure hope I don't have an outcome like any of the above. But I will comment no matter the outcome. More to come.
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