Total Protect
Home Warranty Plan Details and Reviews for Total Protect
Premium: $350
Deductible: $90
Effective: 30 days after enrollment
Web: totalprotect.com
Deductible: $90
Effective: 30 days after enrollment
Web: totalprotect.com
Coverage Area: USA - All States
| 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
Reviews
Pages: [22] 21 20 19 18 17 16 15 14 13 12 … 1 » Show All
Pages: [22] 21 20 19 18 17 16 15 14 13 12 … 1 » Show All
HomeSure Services, INC (TotalProtect Gold service) is a bad company, beware before you waste your money. I had this service for 8 months and didn’t receive any benefit from the plan as they suggested in the agreement. I had a routine maintenance call done on my furnace and A/C on 7-28-11 by a company they sent out called AIRFAST Heating & Cooling INC (Columbus Ohio). The so-called repair man was to due a routine cleaning of the furnace and check the A/C. I also mentioned a problem with the return line making a sound when the unit would shutdown. Let me tell you this so called repair guy not only banged the hell out of the return line and damaged it, he also said the furnace was OK, because it was only 5 years old and didn’t need to be serviced. He proceeded to do his thing with the A/C and it blew-out 30 days latter. So when the unit went out I called the HomeSure Services INC. (TotalProtect) and they said they would send out a TEC that night, not only didn’t they send out a TEC, it ended up costing me out of pocket 245$ to have the problem fixed that the so called TEC they sent out to do maintenance broke. Also the return line that the repair guy banged to hell on his visit, ended up costing me 80$ to repair, he said that he could have his company repair the line which he killed for around 300$.
So I thought I would give HOMESURE SERVICES, INC one more chance today 1/26/12 to make things right. So I called again to have my furnace serviced through there maintenance plan. They told me that they couldn’t do this due to it had been serviced already. I said the furnace wasn’t serviced at all and they should service it under there agreement. They said it was already done by AIRFAST Heating & Cooling INC (Columbus Ohio) on 7/28/11 and that they could have them come back out and look at it. I said are you crazy theses guys are a shame and that I wouldn’t let the back into my home. So they told me that I could cancel my service agreement and that would be that.
I just think that they should try better at keeping there customers, not telling them to go. In short all they had to due was to send a A/C Heating company out to service my unit and they might have kept a customer. Over all this experience hasn’t been any good and has cost me 500$ for the service agreement, which is now canceled and 420$ out of pocket cost which should have been covered by my agreement.
BEWARE!!!!!!!
We just signed up with Total Home Protect Gold this apst December (2011) through our mortgage company’s offer. I’m glad we didn’t read reviews on this site beforehand becuase my experience with Tota Protect so far is nothing like the reviews here. First, our efective date for coverage was December 27, 2011. By the second week of January (can’t racall exactly when), our dryer died. I contacted Total Protect, got a contractor name and made an appointment for service. No less than one day later, our washing machine springs a leak with water running over our basmeent floor. I call Total Protect and here’s the kicker-they allowed me to combine both appliances under one claim # so i didn’t have to pay separate deductibles. Prety cool, I think since myp revious warranty company did not provide for that. Now here’s where things got a bit rocky. The contractor we were given handled dryers but not washers so Total Protect removed him from our claim. It then took aboiut six-seven phone calls and a week of lost time for one operator to finally figure out that Sears serviced our area of NY. Sears came five days later and serviced both appliances. This was another rocky area as the claims processing was delayed becuase Sears (according to Total Proetct) kept mixing up the informatiom for the dryer and washer; for example, in trying to determine a value for the washer repairs, Seasr would quote them dryer parts and prices and vice versa. So, more red tape. What made up for it is this: we decided to replace the washing machine and got a good deal online (not from Total Protect), paying $530 (not including tax and delivery charges) for an $800 machine. Total Prtoect valued our old machine at $300 so we got a new machine at about half off the $600 some odd sale and instalation price. I faxed the receipt to the company; they ackowledged the receipt and cut the check four days after receiving my reimbursement application. That’s a better record than my health insurance plan. We elected to repair our dryer for now; the parts were ordered the same day as I notified Total Protect, delivered to our house by the end of last week and Sears is coming tomorrow to fix it. To recap our experience, I paid Total Protect a total of $54 in premium. Without complaint or hassle, Total Prtoect saved me $65 in deductible by allowing me to combine two appliances into one claim, has paid $300 for my washer and is paying for the repait of our twenty year old dryer, which must be another $200-$300 (at least). All the service people I spoke with were polite and tried to help (even if some proved to be ineffective), almost too helpful as I kept getting calls to update me on the claim status and ask for feedback. My one issue so far is the disorganization and misinformation I described above that resulted in delays in getting my claim resolved. However, the dollar savings more than made up for it. I realize this is just my first experience with this company but based on what I’ve seen, I’d certainly recommend it to people to conider. A plan like this may not be for you but the company, in my opinion, does its’ job well.
I’ve had Total Protect 4 or 5 years and have been very satisfied with the service. Just last month they replaced my leaking water heater with a Rheem model of same size (though with shorter (6 year) warranty for a grand total sum of $75. Customer service has always been helpful and courteous with me. Previous experiences with separate plumbing and an AC repair contractors sent through the company were also satisfactory. The AC repair man looked a bit scraggly, reaked of cigarette smoke, but was knowledgeable and HONEST: saved me from making a multi-$1000 mistake of replacing my entire system due to a “core leak” that was not there – but reported to me by more polished looking representative of a larger local company. The warranty company also pleasantly surprised me by covering an under-sink repair that neither I nor the plumbing contractor expected to be covered. Satisfied with work quality of all. Considering the number of years I paid for the contract and the few times I called on them, did I save a lot of money? Unless considering the $ saved by not replacing the entire AC system, “No”, but the peace of mind was worth it to me. Have been totally satisfied with the quality of work performed by the separate contractors.
Re: wiliiam davis | 01/10/12, 10:37 pm | #539
In regards to post # 539 we would like to look into the specifics of Wiliiam Davis’ situation. If Wiliiam Davis would please send us an email at eRelations@TotalProtect.com and provide the property address and phone number with best time to contact him. We will investigate the situation and report back to him as soon as possible.
–eRelations Specialist /sb
Dishonest company, never sent me a copy of my contract, despite several requests to obtain it after my second, third and fourth attempts of claims were denied for lack of coverage. Subsequent calls to the company revealed that almost nothing of what I was promised over the phone was actually covered. This insurance??? company, should be put out of business for cheating people the way they do.
The first time I called them, someone was sent to repair the air conditioning and heating systems in the house. The air conditioning they fixed was broken again within 2 weeks. The technician refused to repair the furnace, saying that he would come back at the beginning of the Winter to do that, which he did not do, and the the insurance company refuses to take responsibility for it. I will have to pay again for someone to fix both systems. Then, when my basement toilet backed up, they told me I was covered for leakages, not stoppages. That is not what I was told over the phone. I had chosen the most expensive plan this company offered, in order to have everything covered, and they assured me that all my systems would be covered by paying $39.99 or similar per month and also the ad I received initially with the sponsorship from Wachovia bank said my plumbing would be covered. Yet I had to pay Roto Rooter to come and clean the pipes. Roto Rooter was supposed to run a camera to see if there would be any additional problems in the line that needed to be addressed. They never came.
Three months after the cleaning of the waste line my basement toilet backed up again. Roto Rooter did not take responsibility for the problem but agreed to send the camera technician. This time Roto Rooter told me that there was standing water and dirt and that he could not run the camera and that all that was indicative that there was a broken pipe underneath the house.
I called the insurance because they told me they would cover only leakages but not stoppages, and was informed that my policy covered the waste line inside the foundations of the house. They refused to send someone with a camera. The sent a plumber to diagnose the problem and when the technician told them he needed to run the camera to correctly diagnose the problem the insurance company’s response was that they covered the waste line between the roof and the floor and nothing under the floor. Now, does any waste line in a house run above the surface of the ground? So, they have given me the run around in practically all the calls I have placed.
If we got together, we could file a class action against them or write a letter to our banks to have our banks make the insurance company accountable for using the bank’s good name for their purposes. My e-mail is: mmfallin@hotmail.com if you want to do something together to make these crooks unable to get off the hook so easily and deliver what they promise. Margarita Abaracon
I was a customer with Total Protect(Cross country) for approximately 10 years. In all the repairs that was needed to my refrigerator, stovetop and gas dryer all was repaired expertly. But when I needed a repair to my gas furnace that is where the trouble begin. Every repairman became a salesman in efficency, updating, and just wanting to take me to the cleaners on a repair that I saw one of the repairman out of the three which came to my house caused. The company never coordinated what I reported to them of the repair that is now needed. But believed I should follow the pitch of the repairman to up date my furnace and get said maintenance that had already been done. I just need a repair to what was mishandled. Because the customer is not right with them I cancelled my contract. Not seeking to be right, but I know what I witnessed. I cancelled because I saw no other recourse with the constant he said and I said to Total Protect.
Mark, Arlington, WA | 01/07/12, 6:42 pm |#537
Mark,
Thank you for your feedback about your claim experiences. We would be happy to look into the specifics of your situation. Please send us an email at eRelations@cchs.com and provide your name, property address, phone number and/or email address with the best time to contact you. We will investigate the situation and report back to you as soon as possible.
–eRelations Specialist /sb
I’ve used my Home Protect warranty three times and was not satisfied with any of the results. My furnace was inspected and the technician told us it would probably last one or two more years. After paying over $200 a month to run this heater I replaced it myself. The installers found the old unit to be an immediate fire hazard and told us we were lucky it didn’t catch on fire. Critical failures on a furnace should have to happen before they are replaced (e.g. my house doesn’t need to burn down first). The second time I used them was for a leak in the ice maker for my refrigerator. The contract lead me to believe that this was covered but I apparently wrong. They would not cover the replacement so the technician just turned off the water. I could have done this myself and saved the $100 deductible cost. The third time I used, or rather attempted to use them, was for leaking plumbing in a faucet. The contract states plumbing which does not include sinks; so this was another expense that I had to pay. Luckily the repairs cost less than the deductible that I would have paid. I’ve learned that this warranty sounds good but only covers the parts that have the absolute lowest probability of failing and if it does fail there will be major consequences. Yes they have great customer service and send the technician out in a timely manner but I can normally pay less than $100 to either fix the high failure rate items or pay a technician less than the deductible. They really need to lower the deductible before this warranty is useful.
As a follow-up to my post of 12/25, Total Protect came through again. I had written this post after logging a request to have my furnace looked at (kept kicking out after one cycle only). I clearly did not expect anyone to come on the 25th and I knew it would be hard on the 26th as well. But, there was someone there right on the morning of the 27th and the problem was diagnosed and fixed immediately.
I had this company for 9 years and only had a few minor problems with plumbing and heater. after 9 years my water heater broke and needed to be replaced. They only pay $500 to replace the water heater (the unit costs almost that) and did not pay for any of the hardware and other plumbing things they neeed to install and charged me $330 more and then tried to charge me another $200 for installation but I refused to pay. I paid $39 a month for the insurance with a $75 copay and they didn’t even pay to replace my water heater.
This company is ridiculous. They first sent out a repair person that had no idea what he was doing. It took a month to get my oven fixed and then it broke a few months later over the same issue. When our dishwasher died, they offered us a whirlpool bottom of the line in replacement for our $800 kitchenaid. $330 for something not even close to what we had – policy says same mechanical function and apparently that means it is a dishwasher. Do not, I repeat, do not waste your money with this company. In fact, their policy says they have an arbitration process if you do not agree and their idea of arbitration was to have the same supervisor review the issue and deny it again. Unbelievable!
I purchased a contract with this company in 2008, through Bank of America. They took their money directly from my acccount monthly,and without fail. In the spring of 2011, I was experiencing problems with my furnace.I called, and was given a claim number. I WAS to be contacted by a service company. Than did not happen. I called a local repairman, and paid for it myself. Then, when the weather turned warm, my central air unit would not work. I called again, and THIS TIME, they sent a repairman to my home a few days later. I should have known that there would have been a problem, as this guy turned up in a rusted out mini van. I had to pay this fly by night $75.00 for the call, even though I had been paying monthly for this contract. This guy gave this company some cock and bull story about defective wiring, and they refused to do any work, even though my contract clearly mentions wiring. I was, understandably furious. I AGAIN called an outside service company who found that one of the Freon lines had a small leak, and he repaired it in less than a hour. Needless to say, I cancelled the contract immediately afterwards. Please be advised, that this company is bogus, and the good or otherwise reviews posted here are no doubt shill postings by this company or it’s agents. I have filed a lawsuit in regards to these claims, and I am hoping that this company will soon be held accountable. I have also filed a complaint with the N.Y. State attorney generals office, hoping to ban them from screwing any other New York state residents.
I disagree with most of the ratings I’ve seen on this site abouth Total Protect. I have been with them for three years, during which time they have replaced a garbage disposal, central a/c unit and garage door opener. They’ve fixed a dryer and furnace as well. They’ve barely raised my rates in the three years. Additionally, as someone who works in the customer research space, I can definitively say that the company has been on a major customer service push for the past six months or so that is clear to anyone who knows how companies start to make a legitimate push on having a customer-first focus.
I have just terminated my contract with Total Protect because I believe I have been misled! Insurance companies are reknown for finding ways of getting out of paying dues and this company is no exception. I have had my policy for a number of years. I have rarely received correspondence from Total Protect and certainly no updates on policy changes etc. I have called twice before for problems with my garage door which was fixed on the first visit, no claim was made except for paying the deductable. The second visit was for my heating system which again was fixed with just the deductible paid. This third time also involved my heating system. I called 3 days ago because my outdoor heating system was not switching off which seemed to be an occurence of an earlier problem. They responded quickly as did the service company they recommended. The technician came and went then called the next day to request to come back again and take a second look at the system. Im not convinced that the company sent aren’t in cahoots with Total Protect! The problem they were called for was electrical~ mechanical failure which apparently is covered by the policy. At that point I had still had heat when the tech left.it became a maintenance problem on the second visit when the technician came back and started looking at the coils in the heater inside. At that point I was informed that the insurance warranty might not cover any further repairs. I took insurance, knowing the appliances in our home were old and anticipated that expensive systems like the heating would be covered. I even called recently to check what was covered but no mention of the exclusion criteria. Its not the end of the world but its Christmas weekend and I have no heat and my system no longer works since the serviceman worked on it the second time! Anticipating that a claim was imminent I decided to check reviews of this company and found this website so when Total Protect called me today to give me the news, I knew what to expect which is why I am adding my pennies worth! These reviews have been very helpful even if late in coming to my attention. It gave me the confidence to cancel my policy immediately and not listen to their ‘bleating’ about reading the small print. Responsible companies highlight the key criteria of their policies. It is definitely to the advantage of less scrupulous companies not to do so. I would not recommend a company like this to anyone because when they are put to the test..paying out for a major system failure, its likely they will pull out another clause to refute your claim.
My heating system went out. They sent out one technician who did not fix it. Then sent out a different technician who identified I needed 3 parts. They said they were ordering the parts from Trane. (the manufacture of my furnace)A box showed up at the service providers with 2 of the 3 parts which could of according to the techincian easily held all 3 parts. Another box showed up a couple days later with a “universal part” that is not compatible with the Trane system. Obviously they thought they knew what they were doing and they tried to order a cheaper universal part from a different vendor. Now my family is going on 3 weeks without heat and will most likely be without heat on Christmas Day. This is totally unacceptable. I have spent enough money on this warranty service to have paid for the repair myself. I have paid my copay and waited all this time for my family to continue to suffer without a heated home.
Horrible, horrible, horrible!!!!
Two weeks ago i called homeprotect warranty to send someone out to look at our fridge because the freezer was really frosting up the unit and our fridge wasnt getting cold. The technician came out and said we needed two parts, but in the mean time defrosted the system in the freezer so that it could keep our fridge cold for maybe a week. We were told it would take a week for the parts. TWO weeks later they send the parts while our stuff is in ice chests with ice. Guess what the parts they sent the technician were bad!!!! He installed the part and it didnt work!!!! i hate this warrany company!!!! So the technician did another temporary fix and we are waiting on the part again.
You can read my post 516, Check out the date of my first post its been nearly 30 days still have power to 1/2 my house. The sex offender guy with allegations came over again this weekend and said he had gotten the contract so I let him in. He spent an hour with a male friend of his while 2 ladies ( I guess the alleged sex offender wife) were yelling in a van in front of my house. He again pulled wires and left my house with wires hanging out. We still have wires hanging from outlets. I have contacted Az APS, the city of yuma and in the process of placing a claim with roc of az, requesting an investigation. I can tell you I have been hanging in there the best I can. I am so confused right now.
Very bad experience with Total Protect. With them for 7 years and filed a claim to fix a microwave. It was denied because the contractor who came out said the problem was caused by the door latch. I canceled my policy and my 3 referrals will also switch to another company. Just went through a number of reviews and Total Protect is listed as one of the worst Warranty companies. Most of the complaints are the same as mine……I also am not bringing up how long it took for me to get to this point….First call to them was made on November 16th…we are Dec 15. I wish I had done better research. I just signed up with Sensible Home Warranty, another company that is one of the best rated. I was surprised that Total Protect would let me walk away along with 3 people I referred for a $300 repair after 7 years of being with them and the referrals I made. This company is poorly managed and is more concerned by the short term revenue than having a good reputation and sustainability both key to its successful future. I should also mention that Sensible is $144 cheaper a year and service calls are $20 less than Total Protect. I hope they will be a better choice. I will surely share my terrible experience about Total Protect with everyone I can.
They SLAMMED my BAC credit card. I don’t do warranties………on anything. I have a BAC loan, they’re friends with BAC mortgage. Their charges will be removed from my card.
Total Protect and Cross Country are soooo bad, don’t anyone in their right mind use them. They would not pay for my dishwasher that the pumped broke in it. Really just a scam that should be put on television to protect the public from their unreliable poor customer service, and how much they work around giving the screws to the public. Never again!!
Hot water stopped working Mid April 2011 and called Home Protect. Plumber states hot water heater is out and we paid close to $500 on our credit card for a new hot water heater. 6 months later no more hot water again. Home Protect sent plumber from Dispatch Plumbing C. “Bobby” and he states we need a new A.O. Smith water heater and it would take a few days to get help to put it up in the attic. He told us that the water would get hot later that day, it never did. We called him and never he never answered. They called, he wouldn’t answer. Two days later he said he could get by after midnight but didn’t. He came the following day. In the meantime and leak was coming from inside the garage floor and then it was determined that we figured we had an under slab leak. “Bobby” showed up that evening and we pointed that out to him. He said he would call my husband back with a number for a young guy who was good at finding leaks without jackhamming through the slab. He never called back. We called Home Protect and said we didn’t want “Bobby” back at our house. They sent Tulsa’ Plumbing instead who quoted us a price of $2,400 to repair the leak under our bathroom floor. The following week, Monday, 12/5/11 Home Protect left messages on our phone and was returned the call and they said they could not be responsible for pipe damage. Their plumber who works for them misdiagnosed the problem that caused the real problem to esculate and go undetected. We also spent money on a water heater twice that shouldn’t have been purchased. The first water heater cost us $500 and the second one cost $125. We still don’t have hot water and we have a major leak under our house that they won’t own up to knowing. They owe us $625 for unneeded fees that will go toward the $2,400 in repairs for the leak that they detect months ago.
It took 7 days for them to get a service technician to respond for a kitchen lighting problem. They said that it was not an emergency. Afterwards, the claim was denied because they said that it was not covered in the contract. Please be advised as to what is specifically covered before you buy. You will do better by saving the money yourself for emergency repairs. I am canceling this month.
I have had my warranty for 6 years and each time I place a claim it is handled promptly. I had one issue with a service tech but I complained to the company about him and they immediately assigned my claim to someone else. This company has been very easy to deal with and they have satisfied my contract needs effectively.
We have had the exact same problems twice a year. In summer no air and in winter no heat. The have sent us 8 different hvac companies all have said we need a replacement but Total Protect only cares that we pay them. They could care less about us!!!!
Buyer Beware!!! The “warranty” is packaged effectively, and unfortunately, like us, the homeowner can easily presume coverage/assistance for repairs within the different home systems unless you read/reread the Home Service Agreement pages in the back of the booklet. Therefore, be very, VERY careful to state EXACTLY what your problem is and then ASK the Customer Service Rep to help you understand what is covered and what is not BEFORE allowing them to contact a service provider. Amazingly, Total Protect is willing to pay travel expenses for repairpeople to come to your home…and this is a good thing…unless the issue at hand is not covered and then the homeowner is faced with the denial of service while the repairmen are standing in your home able to make the repairs! Happened to us yesterday. Not only did the company deny the repairs (some issues were covered, some weren’t, and we were going to pay for those not under the warranty but the company said the other charges were too high), we were told that another service provider was going to be sent our way ASAP! We talked to two CSRs and a Manager of CSRs; each one was apologetic, but consistently firm in denying service. We were so frustrated, we asked them not to contact another repair service. Now we are looking to cancel our contract as well…but the fine print is pretty specific about how we can do that. Here is what we’ve learned: 1)REVIEW and REVIEW AGAIN every little detail of the warranty booklet before acting. 2)CLARIFY your problem with the CSR before setting up a service appointment to ascertain coverage and avoid frustration. 3)ASK for the CSR’s extention number and request their individual attention to your situation. If the CSR promises a call-back by a certain time, hold them to it and call them ASAP if the deadline passes. This could mean a considerable difference in repair-response time.