Total Protect
This warranty is also sold by Bank of America
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Home warranty is a complex insurance product. Unlike home insurance, it does not provide blanket coverage for all appliances. Pre-existing conditions and problems resulting from lack of maintenance of appliance are are generally not covered by home warranty companies. Home warranty sellers may not state these factors clearly, and this will create dissatisfaction among customers. Due to these factors, you will see many negative reviews here. |
Don't be intimidated by some negative reviews here. If you have maintained your appliances in good condition and go with a reputed home warranty provider, your coverage will be fine.
We do not endorse any company in particular, however you should ignore the reviews that are overly negative or positive. Such reviews are not likely to offer a balanced view and some of them could be fake reviews posted to promote or demote a company. It is always a good idea to check BBB ratings and make sure the company is licensed to do business in your State by contacting State Insurance Commission. Try to avoid paying annual premium and keep your cancellation rights
This company also operates under the following alternate business names
- Total Protect
- Cross Country Home Services
- Haa Of Virginia
- HMS Home Warranty
- Home Warranty Service
- HomeSure of America Inc.
- Homesure of Virginia, Inc
- HomeSure Services, Inc.
Source: Better Business Bureau
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Pages: [27] 26 25 24 23 22 21 20 19 18 17 … 1 » Show All
Another failure by Bank of America. Never filed a claim before, but air cond went out and we called. They hooked us up with a local vendor that told us the plan was a fraud and he knew they would deny the claim, but looked it over and determined the coils has some rust. The unit was frozen up when he diagnosed, so i asked for a second opinion. The second opinion said the rust was normal after 16 years and it should be covered by the warranty. Guess what. the claim was denied. I called and tried to plead my case, but felt it was a scam, big time. SHAME OF BANK OF AMERICA. Fraudulent practices. All through the book, the scammer states that if they can not repair the problem, THEY WOULD REPLACE IT FOR JUST THE DEDUCTIBLE. BIG FAT LIE…THEY WERE NOT HELPFUL AND I WOULD HIGHLY RECOMMEND IF YOU HAVE THE TOTAL PROTECT GOLD, CANCEL TODAY AND SAVE YOUR MONEY. Very frustrated and i do think someone should do a class action suit against the Bank of America folks for backing such a fraudulent group. I now will pay out of pocket to get the air repaired. how do companies get away with screwing over the consumer in these times???
My refridgrator,dishwasher,hotwater heater all had issues three months after I joined total protect and they sent repair person to my home hassle free! My hot water completely had to be replaced and it was promptly the company offered me a check or the option to get a check to replace! This is a Great company and I recommend to every body! Thank you total protect!
Just had CR Service out of Colombia NJ fix my AC unit and they were awesome. It was the first time we used our warranty. Very pleased with both services.
Unfortunately, if you read fine print virtually is covered. Had heat exchange unit break, refused to cover saying was preexisting condition my house is 9 yrs old. What’s not a preexisting condition?
Had plumber on routine maintenance checks find hundreds of dollars of things wrong , although admittedly, sosome minor ¬ really needing anything done. Well all TP would pay for was toilet flapper replacement, altho I would still have to pay deductible.
What a joke of s company. Wish I’d read reviews before getting.
Read the fine print. If there is any speck of rust or corrosion they will not cover the unit. The company will fix the unit, the insurance company will call and state that it is a pre-existing condition and not cover it, then you will get stuck with the bills of the repairs completed. You will have no idea how much the non covered repairs will cost and will not be asked if you even want the repairs done, they just fix it and bill you later once the insurance company denies the claim. I had hesitation buying a home warranty and now I know why, it’s a waste of money, they have loopholes and find any reason not to cover the unit.
Worst company out there,actually goes by several different names so that should throw up a red flag. Constantly sent me the same air conditioning repair company although I told them they were ripping me off with the poor service they performed.
Well I will say they handled the problem in same day.I had a water heater leaking , problem is after all the side billing. It cost as much as if I had just hired a company on my own to do the job. So ill assume they just trump up extra charges to cover their cost to replace.After reaading all these other happy customers without seeing one happy camper, think ill just put cash aside and stop coverage. Not to mention quite agitated bank of america would dump this on me , shows they also have no respedct for customers.
Total Protect has let us down on three occasions. We have been without a working water heater for nine days now. The plumbing company we had to use was rude and has yet to get a new water heater to work. Total protect has not done anything promised and has ended up costing us more than this would have if we had not had a warranty. I will be cancelling with total protect and I encourage anyone shopping for a home warranty to not use this company.
I signed up for this service in February. Waited the month for the service to be activated. Three days after it was activated my hot water tank would not stay lit. I called in a claim and the tech came out a day later to look at the problem. He said the regulator went bad and he will turn in the work order and be back the next day. I received a call the next day from Total Protect and they denied my claim saying it was a pre existing condition. I advised them that it just went out and it was not pre existing. They did not care and refused the claim. I cancelled my contract right away. I will not even give my worst enemy the name of this company to use. They are worthless.
I signed up through my mortgage servicer US Bank and boy am i disappointed. My clothes washer died. A service tech came out just fine, and they gave me 2 options: First option was to have parts ordered and do the repairs. Second option was to give me a cash settlement to either replace the machine or do the repairs myself (I guess). I opted to have the machine repaired. A week goes by, and I hear nothing. Call them and find out PARTS WERE NOT ORDERED AT ALL. So, another week wasted without a washer. I tell them on 2nd thought, send me the cash as I found a brand new comparable washer at Best Buy. They ask me to fax in a signed intent to purchase from best buy, which I did 2 hours later. They then tell me it will be TWO to FOUR weeks for them to send a check meaning I could be without a washer for as long as almost TWO MONTHS. RIDICULOUS! They did refund me the deductible I paid (haven’t gotten it yet), which, to be fair, was the right thing to do and i give them credit for that, but with 3 dogs not having a washing machine for weeks on end is a huuuuge inconvenience and 2-4 weeks to submit payment is beyond ridiculous.
shame says a/c was covered by surges than its written up as lightning and thus denied. i never had a lightning strike in my house or yard just power surges from power company. stay away from these people
Total Protect??? Not even close! After 3 weeks Total Protect finally decided not to fix my refrigerator but instead offered me $1,000 to replace my high end stainless steel fridge. Of course they don’t provide the money until after you purchase a new replacement and submit the paid receipt.
Where do you find a GE Profile Series for $1,000??? As always…..the brochures speak glowingly about replacement etc. The small print in the actual policy, which you don’t receive until after you sign up and pay your first premium, with Total Protect states their cap is only $1,000.
Of course, the fact that I lived without a refrigerator for 3 weeks while they decided not to repair it, apparently is part of my deductible.
I would NOT RECOMMEND THIS COMPANY TO ANYONE!!!! TOTAL PROTECTION IS A TOTAL RIP OFF
Was not notified of a part that was not covered prior to installation – believe they should provide a list of what they cover rather than what they do not, or should state both. A customer may not know what a particular part is called and may not find it in the company’s terminology and therefore think it is covered.
Customer service was not very helpful and somewhat short.
A/C went out. Called total protect.(TP) They sent out royal flush who said we needed an evaporator coil an other unidentified work to bring the system up to code. Neither the contractor or TP can tell us what code. Have checked with other contractors and they tell us ther is no code. TP says this work is not covered and the contractor won’t do the work unless we pay several hundred dollars more. Contractor and TP will not tell us what the additional cost is. CWAS FILED On 12/21/12.
A total rip off.
We had a check up scheduled and no one showed up. Next time, when someone did come, he did not repair anything and said that he needed to check with Totalprotect about something.
Totalprotect will not call you, instead, you have to constantly chase them.
Also, their phone lines have poor connection and customer service representatives are not at all helpful. I would not recommend this company and are now looking to join their competitor.
On july 12, 2012 I had a service call performed by a CCHC contractor on a thermador double oven. The clock function was not working. I paid the $100 service fee and the repairman said he would try to get a replacement. He stated that the ovens might have to be replaced if no parts were available. When he left I noted that the oven fan was running which not doing so before. I endeavered to contact the repairman to explain about the fan and all I got was an extremely abusive wife telling to get another claim number before he would do anything
I called CCHC and reported the incident. They said they would contact the repairman and and no cost to me the fan would be corrected. Still waiting four months later.
About 1/14,2012 I got a call from CCHC denying the claim on the basis the the ovens would heat and the fact that all of the features of the oven were not functing was not relevent – self cleaning ovens, baking time ,etc.
I protested and was directed to a supervisor who reviewed the file and and said no other avenue was available for me to seek recource.
On July 19, 2012 i got a letter from a claims supervisor stating that they had reviewed the claim and that they were declining coverage. I immediately placed a call to the writer of the letter to protest No answer, I left a detailed message asking her to call me back – no response.
Today 11/12/2012 I reopened this can of worms and went through the throes of explaining what had transpired to a new agent. I was shuddled to a supervisor who pulled the file and she said that on my noticeof the 19th that it noted that I
agreed with their finding on July 19th which was a balded face lie and the file was closed and they would not reopen the file.This experience with CCHC opened my eyes to the sham that these operations are foisting upon the public.
Next time maybe I will be smart enough to avoid a worthless piece paper entitled a “Home Warranty”!!!
We have been with total protect for several years, as the service was pitched through our mortgage company and we took the bait. Although we have had a few good experiences, we have had a few issues, one very similar to #633 Stepanie Gilbert. The first company mis-diagnosed the problem with our washing machine(changed a swithed for which we had to wait a week for him to receive); therefore, we ended up with water all over our laundry room and in the carpet in the living room on yet another occasion. He came out a second time and said there was just dust in the switch. Yet again, we had to scoop out the water on our floor. This time (a few days later), a different company came out and he located the problem, which was a build up in the drain line which controls the switch. He recommended we use more bleach to prevent further issues.
The second challenge has been with our air conditioner. A company came out in June, 2012 because the unit was not cooling properly. The tech said it was low on freon due to a leak in the suction line outlet on the evaporation coil. He supposedly welded it, added six (6) pounds of freon and said system was working ok. I called back late last month because we were experiencing the exact same problem. The same tech returned, checked the system and told me he could not find a problem. When I persisted and asked if he was going to leave without fixing the unit, he then said it was due to rust on on our coil, which he never mentioned when he came out in June. Total Protect informed me that it was a new problem due to the rust; therefore, they would not honor the warranty. It was my responsibility to replace the rusted coil,which they said was not a mechanical issue. I spoke with a supervior who said she was concerned no rust was mentioned in June, so sent out a second company: I thought at the time to repair the unit, but learned two days ago it was just to confirm there was rust on the coil. I video taped the tech who came out yesterday and he stated that having to add six (6) pounds of freon is not normal; it should have been a red flag in June. Also, that second tech had been to our house in Feb,2011 to work on our air conditioner. He added that the crack (albeit small) was there when he came out then (which he did not mention in his report) and it must have gotten worse over time because he only had to add one (1) pound of freon as allowed by Total Protect. He then proceeded to try to sell me on upgrading to a new system (at my cost, [not Total Protect] because he felt my system was too old to replace the coil since they now have improved freon). He did not share this with Total Protect, only me. I voiced my concern to the manager of the previous supervisor and she got the tech on the line with us; it was very evident for whom he worked. He had not said to me that the rust specifically caused the problem with the unit, nor did he share all that he had mentioned to me, so the supervisor proceeded to reiterate that the presence of rust (evidently no matter how poorly the previous tech had handled the matter) was preimminent; therefore, they would not honor the warranty. I have scheduled (at my cost) for John Moore to come out to take a look at the unit. Also, I plan to hand over the video tape to our attorney (thank God or pre-paid legal), along with the diagnosis from each company to see if we have any recourse.
I could go on to the third problem, which is the repair of our microwave, but time will not permit. I am concerned about calling them back since the companies they send out seem to find other problems rather than admit they may have improperly repaired the appliance.
I informed the supervisor yesterday that I am concerned about the quality of the companies they have vetted as well as the relationship they have developed with them. It appears the companies are not truly independent and they work to minimize the cost to Total Protect rather than sincerely warranty/repair/replace our appliances. It truly is interesting the way Total Protect words the coverage on certain printed material only to specify somewhat differently in detail when you file a claim. It borders on being deceptive.
tried to get me to sign up with a fake notice of severing a contract/acct i didnt have. luckily read this and so tore up the notice. if you are a mortgage company DO NOT BOTHER YOUR CLIENTS WITH THIS OR ANY OF ITS OTHER NAMED COMPANIES. SAVE THE PAPER AND POSTAGE SPENT ON TRICK ADVERTISING AND PUT IT TO GOOD USE.
I have had Total Protect’s gold package for 3 years and have never really been happy with it. The contractors they send are not always quality, about 50%. They have a tendency to be argumentative and don’t always do quality work. Obviously, this isn’t always the case with the contractors. There are some good ones.
My real complaint with them is that it often takes a month to get things resolved, sometimes longer. Most recently we were without a dishwasher for 6 weeks because initially they couldn’t get us anyone to come look at our problem for a month, then when he did come he failed to test the machine before leaving. It still didn’t work, but we had to call and reschedule a time for him to come back out. Another 2 weeks. Very frustrating. We have 3 kids under 7, so we go through some dishes. Before that it was the microwave (which is not nearly as big a deal), but it was a good month before we got it fixed, and when they did replace it, our new microwave was not nearly the quality of the one that broke. It is weaker and less efficient, less user friendly. It was clearly less expensive for them to replace our broken appliance with a downgraded one.
On top of that, their customer service agents tend to be a bit rude and unprofessional. There is not the level of courtesy or helpfulness that one would typically expect from a company that wants to please it’s customer. It seems like they know that the service they provide is poor so they expect you to be upset when you call. I know that most of the time when I have called them that has been a correct assumption.
I am planning on switching companies today. Hopefully it won’t be a huge pain, but I’m sure they will find a way to make it difficult. That seems to be their track record. Obviously, I can’t recommend doing business with Total Protect at all. There are plenty of other companies on this site that have a much better review record. Pick one of those.
About three weeks ago I filed a claim with Total Protect Gold on my Heat Pump compressor as I thought it had quit working. As in the past a representative from the company called me with a claim number and the name of a company to call for an appointment to check my AC system out. The company came out and after inspecting the AC unit declared the Compressor and Evaporator coil were bad and needed replacing. Total Protect Gold instructed them to re-examine the system and try to asertain why the compressor failed. The company came out and after another inspection stated there was a coolant piping restriction in the attic causing the compressors to go bad.
Based upon this report I received a denial of services from Total Protect as this was an installation defect causing the part to go bad. In the meantime I am without air and the company told me the evaporator coil was not made anymore and even if we got one it would be two months and then may not be the right one. However for a cost of $1,850.00 they would order the new compressor, evap coil and would repair my AC in a couple of months. They have since tried to sell me a new system for $5400 on three seperate occasions as the only way to insure it would work as it had the new coolant and my 4 year old system had R22 coolant which was no longer available. Yesterday the 27th of Sep I had another AC repair company come out to inspect the system as I was starting to think the first company just wanted to sell me a new system. This new company inspected the heat pump and ac unit and found the compressor was good, the evap coil was bad, and there was no piping restriction in the attic as the first company had claimed. The heat pump was low on freon and after filling it the AC has worked great.
I appealed the denial of services claim and have been informed that even though my compressor was good and there was no piping restriction Total Protect Gold was still denying my claim as the evaporator coil was rusting and leaking freon and they don’t cover rust. The Evap coil is under warranty and available and no where in either report did the repair companies state anything about rust yet my clain was denied.
Total Protect Gold is a complete rip off as I am out $1200 for freon (Available after all) and installation cost of the new Evaporator coil.
Misrepresentation on initial advertising flyer regarding what is covered.
The flyer states that the “Plumbing System” is covered but a defective/leaking faucet is not a covered item. How is a faucet not part of the “Plumbing System.
VERY MISLEADING, AND IS CLEARLY A BAIT AND SWITCH!
Put in 1st service call to advise timer on washing machine is not working nor sensor in microwave. Repairman shows up and confirms timer is in fact broken and will have to order part as he has no parts on his vehicle. Looks at microwave and states not his area of expertise and will have to put in another service call. During this same service call, we ask him to check out leak in washing machine – various load sizes have been leaking water on laundry room floor. He checks it out and says it’s not a seal issue because if it was, would be leaking with each load. DAY AFTER he was at house, run loads again and water continues to leak onto floor but now with oil from gears. Nice huh? Since the 1st service call for timer issue, has now been 1 month. Timer in washer is repaired, microwave is STILL not fixed and water continues to leak on floor. Have had to put in 2 additional service calls. Different repairman came out yesterday to look at washer again and told us it is a seal issue and possibly the gear too. Will ultimately have to physically take washer to repair due to lack of space and need for “special” tools. The process with this company has been absolutely frustrating. Will take care of issues at hand and go with another company.
Late yesterday afternoon after coming home from work my wife noticed our A/C was not cooling our house. After a quick call to TotalProtect to file a claim, I received a call from the A/C company that was going to complete my work. They scheduled a time for the next morning and showed up as promised! They repaired my A/C and I only paid $75! I was told by the A/C guy that TotalProtect has a good record of being easy to deal with and goes above and beyond for their customers…he even gave me several examples. The only thing that would have made this an even better experience is if they would have come out yesterday, but that’s not too big of a deal because it was rather cool outside last night (which is rare around these parts). My overall experience with this company is very positive for my first claim. Thanks for not giving me a hassle!
I also have to add that I received several mailers from my mortgage company telling me they partnered up with TotalProtect. I threw away most of them, but one of the mailers hit me at the right time on the right day and I said, “what the heck, I’ll try it”. My house is 6 years old and surely I’ll need the warranty sooner or later. I’m glad I tried it out…the A/C guy said I saved over $200+tax after my deductible! That’s almost half what I paid for the warranty and I’ve only had it for a few months. So far so good!
PLEASE read this before you even consider purchasing or signing up for this warranty service!!!
I received this offer through Bank of America, who I have my mortgage through. I assumed that this company would be good to use since BOA appeared to be affiliated with them, and was willing to give them my information and address. BOA was also mentioned right up front on the paperwork.
A few months after I purchased the plan (Gold, upgraded plan), my air-conditioning was blowing hot. I called the Total Home Protect plan and they set up one of their vendors to come to my house and look at it. The tech came by and took a look at my a/c. He said that the evaparator coil was leaking freon and thats why it was hot. He said they would call the warranty company to see about getting the coil replaced.
I never heard back from anyone until the warranty company called me back to ask if a service tech had even come out yet or not!!! I said yes, and was told they would follow up by calling the service tech company they sent.
15 minutes later Total Home Protect called me back and said that they were denying my claim!!! They said that it because the tech had mentioned that rust was involved and the warranty doesn’t cover rust!!! I am the first homeowner and bought this house new! I called the A/C maker and the unit is STILL UNDER WARRANTY with them!!! Total Home Protect is denying claims on repairs that are still under warranty!!! I don’t believe they would honor or approve ANY claim. I am out $75 for nothing!!!!
I called the rep and Total Home Protect and she said this is a sticky area. She said that it does appear that this was general wear-and-tear on the item but mentioning rust killed the coverage. This is a coil in the attic that is moist. After 9 years, it is normal for this to happen.
Long story short, the company that came out now wants to charge me $1,500 dollars to repair my A/C!!!!!! I have tried to get answers from the repair company and from Total Home Protect and am at a dead-end!!! Now I have to start over and am without A/C in Houston Texas and a 88 degree house!!!
This is a TOTAL SCAM. PLEASE DO NOT WASTE YOUR MONEY ON THIS. I do not believe that ANY claim will be approved by this company. THe vendors they send out and this warranty company are in this together. WE NEED TO FILE A CLASS ACTION LAWSUIT AGAINST THIS COMPANY AND BANK OF AMERICA FOR GETTING US INVOLVED WITH THIS SCAM!!!! BUYER BEWARE!!!!!!!
I needed service and after 11 hours of waiting, I was assigned to another vendor. Waited for more than an hour and nobody called me. After calling TotalProtect, I was told that I needed to wait another 4 hours because I changed vendors.
People pay for a service, but when it is needed, the provider gives other examples to make you think that their service is excellent.