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Total Protect Home Warranty Complaint - UPDATED:I cannot reccomend them, filed BBB complaint

Complaint
Review by AtlantaConsumer on 2010-07-23
I signed up for this company through Ocwen my Mortgage holder. When it started to get warm I noticed one of my AC Units was not functioning properly. They sent their HVAC company who told me the compressor was dead. I specifically asked why the compressor died and the HVAC technician could not give me a definitive answer only guesses. Neither of his guesses were due to negligence on my part. After they left I received a call from Total Protect saying my claim was denied as the compressor stopped functioning because of a blocked coil. The report did not specify which coil was blocked.
I called Total Protect concerned about the discrepancy, and how the technician had given me some inaccurate information regarding a Freon leakage, they refused to listen. I hired another AC company to look at my Unit. After about an hour of running tests they determined the compressor was faulty due to a loose wire. Neither coil had any type of issue. I am currently in the process of dealing with the BBB. The company responded to my initial complaint saying the compressor was broken because of my negligence, so I submitted a rebuttal with the information I received from the HVAC company who actually took the time to diagnose the problem. I will update with the outcome.

The Total Protect "Supervisor" Michelle contacted me asking for the report from my HVAC Company. She them called my HVAC company to get them to say I was not maintaining the unit, they told her the unit was in great condition. Next she asked the owner of my HVAC company " Is it possible for a lightening strike to cause a unit to short out" he said yes lightening strikes can short out units. She then called me saying my claim was denied because my HVAC guy said my Unit shorted out as a result of a lightening storm.

I have since gotten a written statement from the HVAC company citing the loose wire and what really is causing the unit to short out, in addition to what really happened in the phone conversation with the supervisor. I will be sending this to Michelle's boss ASAP. If I am still given the run around the FTC and consumer protection division of Florida and Georgia's Attorney General will be receiving complaints.
Comments:
Posted by Skye on 2010-07-23:
BBB does not resolve complaints, nor will they get your money back. What does your homeowners policy say about what is and what is not covered, for the unit? Hopefully this can be resolved, if not, take them to small claims court.
Posted by saj80 on 2010-07-23:
Homeowner's policies do not cover appliances, heating/cooling units, etc. You now know that most of these after-market warranties are not worth anything; however, you may be entitled to a prorated refund of your warranty cost. Check your documents, and you should be able to notify the warranty company, in writing, that you want to cancel immediately and to refund your prorated share of the cost.
Posted by memoryx57 on 2010-07-23:
If they're like the rest of the home warranty companies they'll probably never pay regardless of what proof you have. Their contracts are very vague intentionally, so reading it isn't a whole lot of help. It's all in the "interpretation" of the contract. You may consider taking them to small claims court if you feel it's worth it. Good luck, because honestly, you're probably gonna need it.
Posted by Skye on 2010-07-23:
I misread the review. I thought they were talking about a central air conditioning unit, which our homeowners does cover.
Posted by AtlantaConsumer on 2010-08-04:
I just heard from Total Protect they asked me to fax them the documentation from my HVAC company stating my compressor is faulty due to a loose wire not because of the "mythical" blockage which caused the freon leak that never happened, resulting in the compressor to burn out.
I will update everyone and let you know what they say.

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