Total Protect
Customer Reviews ( on a scale of 5 )
Service Plan
Notes and Disclaimers
- In the earlier days, we collected ratings, but did not collect the review comments from users. So the total # of user ratings may not match with the total # of comments in some cases.
- Premium and deductible pricing info was taken from internet resources and may have changed recently. Please call insurance provides for latest pricing info
Complete review not available. Ratings are copied from the old rating system
Complete review is not available. Ratings are copied from the old rating system
Complete review is not available. Ratings are copied from old rating system
Complete review is not available; Ratings are copied from the old rating system
Complete review not available; Ratings are copied from the old rating system
It took a week of me going back and fourth with these people to finnally get a DENIAl for my boiler to be fixed. They will find a way out of anything.
Total Protect Home Warranty is supposed to provide a repair or replace on appliances in your home. Typically, these warranties are included in the purchase of a hose to protect the home owner from have to repair or replace a major appliance. Anyway, I have a policy through them (Policy Number 55933968). I called to have them repair my dishwasher for the third time, and this time they say the repair is not covered under warranty, even though they did the same repair the last time when they were at my house. I talked to their customer service representative (Marcus), and someone was supposed to call me so that we could discuss this. Needless to say, they have not called, and I still have a broken dishwasher. In fact, I just went and purchased a new one on my own … So much for the repair or replace “guarantee” from Total Protect. I just want to warn people who think they are covered, and I’m sure other people have been affected as well. Please people do not purchase a warranty from this company. They need to be shut down by our Government and by the Better Business Bureau since they are not responsive to the customer, and have ripped people off … Total Protect is a RIP OFF!! Buyer Beware … DO NOT PURCHASE A WARRANTY FROM TOTAL PROTECT!!! YOU ARE NOT PROTECTED … THIS IS A FALSE SENSE OF HOPE!!
I am pretty disgusted with the way they word their policy. They make it sound like it is all that and more. WRONG! We called them on a wall heater in our home that went on the blink. The service person said that the unit needed to be replaced. Low and behold… They refused the claim. You need to quit lying to people to make that fast buck! We are out $1600.00 . Did that amount scare you? Shame on you! Taking advantage of the elderly!
MM
Excellent service. Replaced a boiler for me. 3-day turn-around not bad. Would suggest to others. Many people complain about declined claims, I too have had a declined claim but they follow the policy. We pay a small amount monthly for the service so there has to be some limits as to coverage. I’ve had the policy for 2-years — they replaced the boiler and a dishwasher. Would have cost me $5000.00+ easy.
Complete rip-off. Service tech sent out was a complete fraud and to cancel you have to pay the the amount of the fee they covered for you!! Our bill was 200+ so to cancel I had to pay 200+ and we’ve been paying 40/mth for a year on top on that!! Disgusting.
very poor service.We had a power loss in our house due to circuit breaker and they did not show up for 3 days. At last i have to call some electrician myself and asked for reimbursement check. this company really lacks the quality
3-25-08 My name is Tim Austin my phone is 903-445-1785, I live in Plano, Texas. Please call me or read this before using these Liars and Thieves. I called Total protect about my AC not working. They sent Rangers Heating and Air out to my house. The rep from Rangers said that my compressor was out and that it would cost me $300.00 for the gas & freon recovery. I gave the O.K. to Total Protect to have the work done and they again explained to me that I would have to pay the $300.00 for the gas and freon recovery. I told them I understood and had them to get it on order. When the compressor came in, Rangers AC called and told me that they were ready to come and do the work and that they would need to pick up a check for $680.00 at the time of service. I was dumbfounded, as this was the first that I had heard of this extra $380.00. I asked what it was for and they told it was to have the coils cleaned. I called Total Protect to find out what was going on. They called Rangers AC and the guy there said that the coils had to be cleaned before he could install the compressor and that he would not install the compressor without cleaning the coils and without the extra fee being paid. Total Protect backed him up and then explained to me that if Rangers damaged the coils in any way while cleaning them that they would not cover paying for the coils, so if there were any further problems with the issue of the coils, I would have to take that up with Rangers AC. I had no choice, but to have the work done. Both Companys are out to stick you and waiste your money. Make sure that you stay away from these people. THEY ARE LIARS AND THIEVES, AND THEY ARE IN IT TOGETHER. I have spoken to three other AC companies that assure me that they could have cleaned the coils for half the price and they hear many complaints about both of these companies. They expalined to me that this is the reason that none of them will work for Total Protect Home Warranty Company. If you are trying to get Rangers on the phone it is 469-335-3125. I am sure that he had to change it from to many complaints coming in on the old line.
Total Protect is an absolute consumer fraud. The advertise that they will replace expensive items such as heat pumps. I won’t bore you with the nightmare I encountered when dealing with Total Protect after my heat pump broke down. They tried every trick in the book not to cover it, sent out unbelievably incompetent repairmen and after my own independent heating and AC company found that the unit had to be replaced Total Protect would only cover the cost of a well below builder grade model and then tried to tack on multiple additional charges. They offered $2,000 toward a unit that cost me over $7,500 to install. This company is an absolute fraud and should be shut down by State and Federal Regulators. Large mortgage companies push Total Protect on unwary customers knowing fully that an cursory internet search reveals Total Protect’s fraudulent practices. I don’t know who is worse Total Protect or the mortgage companies that sell their policies, but the unfolding mortgage fraud crisis provides you a glimpse into their normal business practices. The Better Business Bureau for the Washington, D.C. area notes “this company has an unsatisfactory record with the bureau due to unanswered complaints.” You have to dig to find the company, however as they exist under a number of different names. In this area they appear to be HMS of The Mid Atlantic States. I discovered this only because my complaint to BBB about Total Protect was answered by the claims correspondent for HMS. The also appear to be rated by the BBB in Florida under Home Sure Services. This information is a start for anyone willing to file a class action suit to shut them down.
If you wish to read more about my particular continuing nightmare with Total Protect see the following link:
http://www.my3cents.com/showReview.cgi?id=31570
Found them adequate at best. Not sure it is really worthwhile since they hesitate to repair major items like AC units. They gave us only a portion of replacement cost of our stove so we paid the $60 deductible and $150 additional for a replacement over what they gave us in order to buy a comparable stove to what we already had.
Company has come through for me on every occasion. This includes two plumbing problems and a dishwasher problem. On one of the plumbing problems, we did wind up paying out of pocket because the drain issue that we were having was of cleaning out pipes and not of the pipes itself. BUT, the company did replace a dishwasher panel as the door handle broke off (so it was a mechanical item). That saved us a considerable amount of money.
ive heard people say total protects a fraud but when my dishwasher went out they for the 60 deductible had aguy come out try to repair it when it could not be repaired they paid sears the full price for the equvilent plus had it hauled here free, but when they couldnt get sears out to do it immiadiatly(install) they paid me 120.00 to do it of course im a home builder and am licensed was a sweet deal im not complaining and i think their really good and they evn offered me to do repairs for em a job whew not bad although i turned it down as i build homes not do appliance reapirs are notto my likings i give em a thumbs up
Rude…Definitely do not have it together….
This company is absolutely horrible. We had a propane leak in our stove top, the appliance repair man ordered a part,
when it became obvious that the part was no longer available anywhere….totalprotect (homesure services) denied that there was anything wrong with my stovetop refused to fix or replace it. Then our furnace quit working..we had to wait two months in the middle of winter
before they would replace it. Now our water heater isn’t working. Called at 11 am today…at 11 PM,..called again.
They gave us the number of a plumber who was supposed to call us back…called the number. The guy is a plumber, but is on the other side of the state…doesn’t work for Totalprotect, etc. Uffffff….called them back and they say they are updating their system and that it won’t be back up
all night. This is always the way our claims are handled. Horrible company!!!
Company’s practices are questionable at best. We first engaged with Total Protect when our 30+ year old hot water heater started leaking. They sent out what could possibly be the worst repair company in the city, who took a week just to come out and inspect the unit, which was leaking an inch of water into our laundry room every 24 hours. The hot water heater was plumbed to a pair of old solar cells on our roof, which needed to be disconnected anyway. I instructed the tech to bypass the plumbing completely, and just run it normally. After 2 weeks of disrepair, the tech finished the job and left without testing it. We checked, and there was no hot water coming out of the pipes, only cold water out of both sides. We called them back, and after 2 more days of “repairs”, we wound up with a bird’s nest of pipes above our hot water heater, a new valve on the hot water out side of the heater, and still no hot water to the faucets. No water would come out at all! We finally discovered that the valve was the shut-off for the hot water to the house. When we turned it on, we could hear this rushing sound through the walls, like something was running. Our water meter was turning like crazy, even though nothing was on. We called Total Protect and informed them they needed to investigate this, and they would NOT be sending the same bunch of clowns out. They sent out a different company, who said it was not only improperly installed, but now a hot water line was busted in the walls, and Total Protect doesn’t cover that. I called Total Protect back and informed them the pipes worked before THEIR “service tech” touched it, so they said they’d cover it for an additional claim fee, and they wouldn’t cover the cost of the locator service to find the source of the leak. Needless to say we’re still waiting to gather the money together to afford a locator service so they can “cover” the repair of the slab leak in our house, indirectly caused by THEIR service tech.
The second time we called them was on our Air Conditioner. The air conditioner, also over 30 years old, was blowing black smoke into our house. We called them, they sent out the repair tech, who stated in his report that the unit was 27+ years old, in very poor condition due to age, both motors were burned out, and there were signs of corrosion around the condensate plate, and because of the age of the unit, the condensate plate isn’t available anymore, so the unit should be replaced. Total Protect denied the claim (naturally) because of rust. I called them on it, saying their contract states “unit failure as a result of rust will disqualify a claim”, and the unit failed because of the two motors. They fired back with how the report also says the unit was very poorly maintained, and that the report repeatedly states that it was poorly maintained, and their contract says poor maintenance disqualifies a claim. I asked to speak to their supervisor, who told me the reason for the denial was not rust, but poor maintenance. I explained to him I was present all 9 years I’ve lived in the home when maintenance was performed, every year, and the unit worked every time. They insisted the report repeatedly stated “poor maintenance”, and there was nothing he could do, because he’s in the Customer Service department, and the Claims department makes the final decisions. If I wanted to appeal and ask for a second opinion, I could but I would lose, because they very seldom overturn their decisions. I explained to him we needed all the help we could get, we have an 8 year old child with a bad heart at home, and live in the central Arizona desert, where it’s going to be 130 degrees in a couple of months, but he said there was nothing he could do.
The next day I asked to speak with the technician who did the inspection, who read the report to me, in which NOWHERE did it state anything about poor maintenance. He then faxed me a copy of the report as proof. The report stated nothing about poor maintenance or rust, simply what I mentioned before. We were stuck paying $4500 for a new air conditioner. Then, they had the brass spheres to send me a CUSTOMER SERVICE SURVEY on my experience with the A/C claim. Needless to say, I’m cancelling my coverage ASAP. If anyone’s looking to sue Total Protect for anything send me an email to ps66.16@gmail.com, I have evidence they lied to avoid having to pay for the claim. And yes, I paid the claim fee for them not to cover the A/C unit too. Unbelievable!
This thread is almost 2 years old but they’re still ripping people off. We’ve been with them for almost two years, because they were recommended to us by Washington Mutual. We’ve paid $37 each month. Our shower broke and we called them to fix it… They sent a guy over who stayed for 5 minutes, notified us the shower was broken (duh), didn’t fix anything, then tried to charge us $60 (why are they charging us money for nothing? why are they charging us at all when we pay the insurance company monthly?) We refused to pay unless the job was actually done, and they told us that now we’ll have to pay $260, and that they’re not coming to fix our shower anymore. We tried to get through to the manager or supervisor on the phone, and they took our number down and said the manager would call later that day but we got no call.
Basically these guys are completely useless, and are nothing more than theives and scammers. Hopefully someone will raise a lawsuit against them sometime soon.
This company is a rip off! Service agents including “Supervisors” are unprofessional and lack knowledge as it relates to warranty services. Sub-contractors are sub-par and work is unreliable. Total Protect is aware of this yet continue to utilize these company’s holding them to no standard of rating. I have had the same issue with my air conditioning unit for the last two years. Total Protect has sent three different company’s out to repair the unit with still no resolve. I came out of pocket $500 to have a coil REPLACED only to learn that the technicians that Total Protect sent out did not replace it! Now, Total Protect is claiming that they are not responsible because the issue was pre-existing! Of course it’s pre-existing because their lousy repair company did not replace it even though they were paid to do so. I would not recommend this company to anyone and urge those seeking a reputable company to take Total Protect off your list!!!!!
A total rip off fraudulant company. This company should be put out of business. We have contacted our State Attorney Generals Office and the Better Business Bureau to alert other unsuspecting people of the way this company lies and promises repairs when in fact they will do nothing when a claim is submitted. Don’t buy this program. You are throwing your money away.
Comment:
I signed on with TotalProtect Home Service. My claim was handled by HomeSure Services.(not sure why) The technicians sent to evaluate my HVAC said it was installed improperly,straight-wired & not maintained…CLAIM DENIED.
All of this was not true. I had maintenance records to disprove. So I called & was rudely treated and bounced from one rep to another. I finally just asked to cancel. Three months later I am still being billed and have spent over 20 min at a time trying to get to someone who will authorize reimbursement for fraudulent charges to no avail. I was asked to fax in my mortgage statements.So the fight continues. I will try to have the charges blocked by my mortgage company.
This warranty company–TOTAL PROTECT and/or HOMESURE are SCAMS!!!! BUYER BEWARE!!!
My husband and I received a letter from TotalProtect with our bank name emblazoned everywhere. I read the letter and talked to my husband about it, and we actually thought we might consider it… that is until I began the research.
Thank you to all of you who shared your experiences. On the salaries of a teacher and a social worker, we thought we might be making the smart move to purchase a “home warranty plan”, but I can’t afford to pay for someone to deny me service and then throw down the cash for the repairs. I guess I’ll just cross my fingers and save my $$. Thanks again.
This company is terrible. I hope someone starts a class action suite against them. It is time. They have ripped off to many people and should not be allowed to get away with this!
All they do is take your money and give you the run around.
I had to go an entire year without an air conditioner. Just so happens…the issue with my air conditioner wasn’t covered by the warranty. I am completely dissatisfied with the plan.
After no hot water for 3 weeks, and getting the run around, they said that due to dust problems, yes dust, on your water heater unit we are not obliged to change your water heater. So I am stock with the $2300 bill. Who knew you had to dust your water heater in the basement???? This is a terrible company . I had two other people come independently and check the system and both said due to age of the system this needs to changed. NOne of them were told of the dust issue that total protect’s warranty companies use. The service companies are in with total protect, so that you are forced to pay them out of pocket immediately. It is not worth to have total proctect . Save your monthly premiums for a rainy day. If I could rate a zero , I would.
too long on hold, 20-40 minutes 2 and 3 times, couldn’t understand service rep, referred us to a place 50 miles away who said that they don’t service our area, another 30 minutes on hold, I said their system was malfunctuing, they said not, mistook freezer problem for a/c problem. Place they referred us to never called us, twice! ugh.
Have been with Total Protect for three + years have had 6 claims, none denied, and all work completed within 2 days. Repair man fixed our refrigerator compessor, three months later went down again, no deductible/charge for the second
visit. And had to get a new compressor.
After waiting 10 days for an A/C condenser, they replaced my Trane HD Air Conditioner with a cheap Payne A/C that would not hold up in the AZ hot weather. The A/C is the low end of Carrier and costs less than what my compressor would cost.They legally stole my A/C and then told me they couldnt do anything about it.
Thank you all for sharing your experiences. You have helped us make our decision to not go with Total Protect. Actually, I don’t think we’re going to go with any home appliance warranty company out there. If any of these companies want our business they better get their act together and prove it just like they ask their customers to prove there was no pre-existing condition on their appliance or that it was not properly maintained - guilty until proven innocent… a very hard thing to do.
Well, color me shocked. After submitting my first claim with TP, I came and read others comments and had decided I was in for a battle. I signed up with TotalProtect about 6 or 7 months ago, after being solicited by CountryWide. As I knew some of my systems (heat and AC) were getting a little old and even though we had them under maintenance contracts for recent years, I thought it might be a good idea to sign up for the coverage. Well, sure enough, this summer comes, and the system just can’t keep up. I thought it just needed some routine maintenance, so I called TP and they set me up with a local company. The service company checks it out and says it needs some serious repair. They submitted an estimate to TP, and other than a little mix up in communication between the service company and TP, we finally got a report today that TP would pay to repair the covered portions of our system, just as they had promised in the contract. Now, granted there were some things they would not pay for, but upon review of the contract, they were certainly within their rights to refuse those items, and I have no complaint about that. My only real complaint is the time it took to get approval, but that was not TP’s fault. I have to say, I’m pleasantly surprised! Thanks TP!
We had this plan when our AC went out. Per the agents the only part of the repairs were covered. Our home was built in 2001 and the state has changed the effiency law. Our waranty did cover a new coils for the ac, but they did not fit the existing plemn box in the atic. This left me paying 900.00 of the 1400.00 repair. I would have done much better by putting my money in the bank.
First service,wash machine broke it took a week for service person to come to house to “trouble shoot” why not working, then they had to wait for Home Protect to authorize fixing it- altogether 10 days to fix it with mounds of clothing to wash. We also had fridge problems they don’t cover ice machines!That wasn’t the problem but it did take the same 10 day wait to get problem fix.
Just recently our 16 year old fridge went out so I wanted to use the buyline service suppose to be up to 30% discount off appliances with a 2 day turn around time with price quote. Well, it took 15 Days! Plus it was less than a 10% discount which was lower than what I got in the store sale! Plus I missed the big sale at the store to save even more $$$! They only give quotes on GE, Whirlpool, Kenmore, Kitchenaid, & Hotpoint refridgerators! If you get this protection- you’re crazy! Do business with another company and save yourself the headaches we’ve expirenced! There are to many horror stories and I’m canceling ASAP.
RUN!! RUN!!! RUN AS FAST AS YOU CAN FROM TOTAL PROTECT/CROSSCOUNTRY!!
Cheryl Howell the claims supervisor said, after being asked why they even offer coverage when they have an excuse for everything that could possibly happen in a lifetime and then some. “Well, if you want to pay for it, we’ll give it to you”.
R U N ! ! !
As Deanna from KY stated, We too were thinking of purchasing the TotalProtect plan, but I wanted to check for any reviews first. THANK YOU to ALL OF YOU for your details and honesty. I told my husband, when people post their phone numbers, ID#, product numbers and email addresses, this must be pretty bad!
We received this offer in the mail from the bank we have our mortgage with. I am going to copy this blog and give it to them with some of your stories hilighted and explain that I would expect a reputable bank, such as they are, to do some research (as we did) before they offer something as unstable as this to their members. I presume they may receive a kick-back of some sort to allow this company to use their name on TotalProtects offer.
Thanks again for all the reviews, both positive and negative.
My 88 year old Grandma received the TotalProtect flyer in the mail last week. She trusted it because it showed her bank, Associated Bank, insignia at the top. She asked me to review this to see if it is as good as it sounds. She owns a smaller older home, with potentially some expensive repairs.
The first thing I noticed is that the brochure kept referring to the “Terms and Conditions and Limitations in the Service Agreement”. This was not included, so I called the 800 number. After speaking with two people, I was told that they do not give out the service agreement ahead of time, but that once you enroll, you 30 days to review and cancel. He said we have been in business 34 years, so that speaks for itself.
First, I feel it is wrong that you have to enroll in order to see the terms and conditions. If not illegal, it is at least unethical.
Second, what is Associated Bank doing with their name and insignia associated with this? They must be getting paid to give up their own customers to the company. My Grandma thought her local bank was offerring this….
After reading these reviews, I feel confident in suggesting that Grandma W. not take this coverage.
They gave me a wrong number at 1-800-331-7431 to call for their Approval Dept to approve my claim. After trying over 200 times and only gets busy signal. Later I called to confirm the number and was told that it was the correct number on 2 other occasions. Now my claim has been denied because I did not reach the Approval Dept in time and I am out $430 for the repair. Later, after 3 weeks I found out that the correct number was 1 digit off (1-800-331-7421). I feel like I got scammed by TotalProtect & I have no way to prove it. I am now a very upset TotalProtect customer!
This company is a nightmare. I live in Houston Texas and my air conditioner has been out for 9 days and it won’t be fixed for another 5 days. The temperature here was 100 degrees yesterday. I have tried everything I can to get them to expedite my claim. I would never ever use this company. It has been very expensive. You do not save any money with this plan.
I would like to initiate a class action lawsuit.
Please contact me at raleighflyer@hotmail.com
See the comments here:
http://keithelder.net/blog/archive/2006/06/24/total-protect-home-warranty-good-or-bad.aspx
This company is a fraud. The information says something is covered and then, voila, it’s not. Their reps seem totally immune to customer complaints - because they get them all day long. I suppose screwing a customer then letting them vent is a good business model. They are the worst of the worst.
3 instances of usage,
1. water heater replaced in timely manner.
2. blocked toilet turned into entire house backed up with 3 visits from very inept plumbers, finally fixed on the 4th try, then 10 months later, get threatened with leins because warranty co. never paid, so said plumber…same plumber company owner told me they don’t do anything unless have approval…
3. ceiling fan stopped working, waited over 2 weeks to get looked at after refusing access to the aforementioned inept plumbers(yes this is an electical issue?!?!), then not covered.
If you noticed, I rated this company and their service company all ones. The reason for all ones? Because I could not go any lower. Stay away from This company, Cross Country admins this company. I am not afraid to tell you like it is, I have cancelled my policy with Total Protect. it is a total waste of time and money. My contract no. was, 60707972 which I was misled by CountryWide home loans that this was a company associated with them. It is not, I am sure they get their cut but this company is a rip off. My air conditioning went out on the 24th of July 08. It was such a hassle and they delay it as long as possible, they sent a repair company that works out of the back of a house in the country even though there are many real close to me. They order the wrong parts for your unit and then want to charge you to make the jury rigging to make it work. For the life of me, I cannot figure out how the service company can hold up the parts for ransom, 500.00, until you pay, After two weeks in temps close to 100 degrees, I have had enough, I am not going to be robbed by Total Protect’s service company “Aire Service of Tennessee”, even though Total Protect told me they are reviewing that company for over charging them, What the hell, if they over charge Total Protect, don t you think they will over charge the customer, the Aire Service company also informed me that they do not work for me and don t care what I want, they work for the warranty company and do what they say. That the money they wanted to charge me was their bread and butter. This home warranty company is just plain crap, CountryWide home loans should be ashamed to stick their customers with this very bad company. At the time I wrote this there are 193 other complaints on here about Total Protect. I have contacted the BBB, the State Attorney General office about how shady Total Protect is and how they delay everything hoping you will go away. I give a class for motorhome owners on the care of their vehicle 4 times a year. You can bet your sweet butt that I will be telling everyone there to stay away from Total Protect aka: Cross Country warranty serices. My advise to anyone who has a Total Protect warranty is to drop it now and put your money in the bank, you will come out way ahead. The same goes for Cross Country warranties and CountryWide home loans. These companies are only out to steel your money with those bull crap warranties and the people who works for them are misinformed, lying, uneducated, and do not give a crap about you or your problem. I got my AC repaired today for 65.00 and it is cooling great. I just wasted the 60 dollar deductible I had to pay the rip off service company. Hopefully Total Protect will go under soon and the people go to jail. Cannot go any lower in life than to work for that company. Scum is all they are. Scammers are what they are for tricking you into signing up for this warranty that they have no intention of honoring. they will stand on their heads to keep from repairing your problem. Yes, I just lost the monthly fees I had been paying for some time bt I will never do so again. May Total Protect and any company associated with it rot in hell.
we will be happy to join in any class action suit against the rip off company of Total Protect, Cross country warranties, and CountryWide home loans. Let us know if you want to start a class action against those companies. its time we shut em down
Damn I wish I had read this before I paid for the warranty & by writing this I pray someone will not get ripped off like I just did. My dishwasher started leaking, they sent the service company out to look at the unit, the man was hear 2 minutes said the clip for the heating element melted off & allowed the element to melt into the tub. They said the warranty would not cover the unit I still had to pay the dedudctable however the chrage for the (service company) was less than the deductable. To make it short & sweet they will not repair the dishwasher.I talked to a low life supervisor named Altina (the lady is a pc, of work) You can write to Sandi Finn at po box 551540 FtLauderdale FL 33355 but it will do no good what so ever. The service company in Cincinnati is Day’s they are someone to stay away from also. This is a huge scam dont get taken- Countrywide morgage has been in the news laughing at people loosing thier homes- dont use them or any service provided by them—
please go to this site to complain
https://www.ftccomplaintassistant.gov/
I am in Day 6 of trying to get someone to process my claim. They claim they didnt recieve the A/C repairmans report. BULLSHI! I personally watched them fax it. I have emailed & faxed it myself. So far all I have gotten from them is apologizies & fake sympathy. Run if you get a “offer” from them & complain to your Bank or Mortgage Company if they refer you.
I too wish I would have read tihs before trusting my mortgage company would have researched before sending out information with thier name on it. this company is a rip off. I have a/c problems and each time I call customer service I get a different answer. 24-48 hours was the longest I would have to wait to get my a/c unit fix. I am still waiting day 5.
I am willing to get into an action law suit. How do get get started?
I too have had 3 very bad experiences with Total Protect.
The first experience was July 2006, it took Total Protect and 3 service companies 11 days to fix my A/C in record heat. I live in Atlanta, Ga. where there are many reputatable companies from which to choose. However, it has been my experience that none of them do business with Total Protect.
During July 2006, Total Protect gave me the number of one company that never called me back. The second company did not service my area and the third company took 11 days to come and repair my A/C.
During this time (because of my complaints) I got permission from Total Protect to call someone of my choice. I chose Sears. Sears stated that they could come that day, however, I would have to pay them and then recoupe my money from Total Protect. I wrestled with the idea. I had Total Protect service for a year prior to filing a claim; to me I had already paid enough.
I called, faxed and wrote letters until I was blue in the face. I even emailed the local news station to do a consumer alert. I wanted everyone to know. Eventually it was fixed. But the toll on me living in of my home for days,with a pet, where the thermostat displayed 101 degrees during the day, was a nightmare.
During one of my many calls to Total Protect after days of suffering in heat, the male customer service rep told me, “sir, you want to have your unit fixed today, and that’s just not going to happen.”
The second experience was with the gas stove/oven. Again, the first person whose number I was given did not service my area. I live in Clayton county. Twenty minutes south of downtown Atlanta. The second number I was given, the people did not return my call. The third service company, it took the guy two days to fix it. All together, it took about 7 days to get the oven repaired. Because I had to get the first number, call the company and then wait for them to call me back, only to be told, “we don’t service your areaa.” I then have to call back to Total Protect, get the second number, call the service company, give them ample time to call me back. They did not. Call Total Protect again, and get the third service person. Then play phone tag with him and set up available times that fit both our schedules. A huge headache.
I am having my third experience this weekend. I called for service on my 4 year old dryer on Friday morning, August 8th. The repair man actually called me back and came to my house on Friday afternoon around 6 p.m. He pulled the dryer from the wall, recognized (or so he says) what piece needed to be repaired. He then waited for an hour trying to get through to Total Protect for authorization to fix it. After waiting, I was told that he did not have all of the pieces that it takes to repair my dryer and that he would be back on Saturday afternoon, at 1 p.m. I paid him the $60 deductible expecting his return. I gave him all of my contact numbers and made sure that someone was at my home when I had to run errands. He never called. I placed two calls to the service man, one call yesterday afternoon and one call this morning (Sunday, August 10th) Both calls ring and then go to voice mail.
Prior to calling Total Protect, I felt so uneasy. I just knew that this was not going to go smoothly. It has not in the past, and they did not dissappoint; it has not gone smoothly thus far either.
Total Protect is an awful company and it appears that they do business with inept contractors. After I get my dryer fixed I am canceling my policy. I will then write to Bank of America and the Atty. General’s Office of GA.
I will next file a claim on BBB. Then I am going to contact my attorney. Not sure what they can do, but I am going to try.
I am angry because I should not feel sick to the stomach prior to making a phone call for a service that I pay for, and then consistently receive not only bad service, but no service.
KH
Customer Service is none existent. They do not even hear you, they just read from a sheet. A/C company was good but my experience is that this is hit or miss.
This was recommend to me by my bank. Figure ok give them a try. They started taking my money then when I needed a dishwasher fixed they said I wasn’t covered by my policy although the card I sent in clearly states dishwasher. I called up the customer service people and they said someone would get back to me. That was three days ago. Don’t waste you money or time with them.
EVERY request was a hassle. EVERY request generated an initial denial of service. I had to “fight” for service EVERY time. Finally gave up on them subsequent to being told that it was MY fault when my microwave “crashed.”
Total Protect just completed my first claim to repair my AC. Customer service was excellent and the repair techs responded promptly. In my case, in addition to the $60 deductible, I also paid $250 for license and disposal fee for the part replaced. However, without this warranty plan, I am sure the out-of-pocket expense would have been so much more—a plan well-worth having. ML, Austin, TX
my washing machine repair is taking forever to be repaired over six weeks or more
I got this home warrenty back in February of 2008. I had to place a claim with the company in July of 2008. It the service company a few days to even return my phone call, oh yeah they didn’t I just kept calling them until they finally answered the phone. My problem was with my Central A/C Unit, it wasn’t working properly. There was barely any air blowing up through my vents. The company came out and “inspected” my system and told my husband that it was running at it’s peak compacity. I came home from work that day and had the same problem. They didn’t fix anything. I called Total Protect back and explained the problem. It took them 2 weeks to get someone else to come out and look at it and that was me calling about every 2 days to get progress. The technician finally came back out to my house. They inspected my system and found that my condenser coils had holes in them. The tech told my husband that Total Protect would call us in a few days and let us know what they are going to do. It took me 3 weeks to get any answers. I called everyday and left messages, always being told that someone would return my phone call. I told them that I needed an answer as quickly as possible because I would be leaving within 3 days for the Air Force and wouldn’t return for 6 months. I didn’t want my husband to have to deal with it. They finally made the decision NOT TO COVER ANYTHING. Total Protect and the “Service Company” decided that between February and July of 2008 there was no way the holes could have happened in my condenser. WOW! This experience suprised me because the first technician that came out told me my system was working at it’s peak compacity and now all of a sudden it’s broke and there’s no way it could have happened since I got the Total Protect warrenty. THIS COMPANY IS A BUNCH OF THIEVES!!!!!!!!! It took my several months to decide on a company and this is why. Don’t put yourself through the same thing, go with a well known company.
a scam. take your chances without them. will always blame it on LACK of maintanance. I had my AC unit serviced one month before it went bad by a cert ac company. and they still claimed that the unit failed due to lack of “service”.
Good luck getting anything but a hard time from this comapany.
This company is the biggest scam I have ever seen. They do not replace your appliance, and they have a lot of “hidden costs” that you are responsible for. In addition, they offered a “buy out” for a fraction of the cost to replace our air condition unit, but won’t even pay the buy out they offered until we pay out of our own pocket for the services and then submit the bills to them for review.
If you are smarter than we were, research this company before your purchase a policy from Total Protec. In addition, shame on the mortgage companies who offer this services through their mortgage programs.
bad customer service. they refuse to provide any documentation even though I’m a customer. they wont help me with anything because they don’t have any repair companies that will accept the warranty in my area(SW Missouri). They have a horrible reputation among service companies.I can’t even cancel.
I am so disappointed with this plan. I wish I read the reviews before purchasing. They will give me $104 to replace a cooktop that costs $1100. This company is preying on consumers who do not do their homework. It really is a scam. I still have faith that there are honest companies out there.
I have been waiting for over two weeks to get my air conditioner fixed. No one will show any sense of urgency.
I live in Memphis and no air conditioning is unacceptable.
The ONLY reason I gave these a@@hole$ a 1 rating is because I cant give them a LOWER rating….. -0 is more like what I want to give them……..
THIS COMPANY IS A TOTAL RIP OFF….AND A SCAM…..RUN BY A BUNCH OF SHYSTERS……
I have been waiting SIX days …..SIX DAYS…to have my central air condiitioning repaired and these SCAM ARTISTS are telling me it will be another 5 or 6 days before they can get the parts….get the PARTS?????? I thought thats why they contracted with a service company…TO GET THE PARTS…and repair the AC…..this is crazy. I have tried being nice….I have tried being patient…..I have tried being understanding…..and all I get is THE RUNAROUND…..TIME AND TIME AGAIN. The person who answers the phone sounds as if they are reading from a script so I know that pretty much everyone gets the same spiel.
There should be some way to get back at these jerks other than just cancelling the contract…..which will do no damage to them because they will just sign up some other poor unsuspecting soul.
AVOID THIS COMPANY LIKE THE PLAGUE. THEY PROMISE YOU EVERYTHING AND DO NOTHING.
I might add that the service company has been pretty good about all this…..but they can do NOTHING until TP decides to get off their a$$ and do something….which it seems will take another SIX DAYS………..
IF YOU ARE THINKING OF SIGNING UP WITH THIS BUNCH….YOU WOULD BE JUST AS WELL TO THROW YOUR MONEY IN THE TOILET….BECAUSE THAT IS WHERE IT GOES WHEN YOU GIVE IT TO THEM……..TO SAY THAT I AM DISSSATISFIED IS A GROSS UNDERSTATEMENT.
Wow, I had no idea so many folks have had trouble with this company.
While the repair/replacement service has been OK for me, The customer service has been “really messy” to say the least. I’ve been with them since they took over from Pepco Energy Service (which I loved) about 4 years ago. Since then, I may get a bill or I might not. Whenever I did , I’d pay them and pay on time. On at least four occasions, they have contacted me claiming they’ve done an “audit” on my acoount amd see where I missed a payment 12, 15, 18 months ago. The first time it happened I was not keeping adequate records so I couldn’t dispute it. However the last 3 times it happened, I could prove my point. To appease me, they would say something like, “well you don’t have to worry about anything, we don’t report to the credit bureau”. That wasn’t the point. In my 35 years of paying bills, I’ve NEVER had a company harass me for payments, let alone payments I don’t owe. I’m looking for a new Home Warranty Service. They stink!
We had trouble with our AC overflow and called Total Protect, they told us to call Economy Heat & Air. What a mistake!!!! Not only did the company take many days to service the call, Total Protect refused to pay the bill and now we are faced with a bill from an incompetent company who is threatening us with collection, and they never fixed the problem. We had to call another company to come and fix the problem and now it is fixed. I cancelled my contract with Total Protect.
Terrible company. The home warranty is a scam. Our A/C broke on a Wed. HMS could not get the service repair company here until Fri. The service repair company called in the part we needed ordered on Fri. and now it is Sun. two weeks later and the part is still not in. HMS says they ordered the part but the service repair company says they are a terrible company and most people wait up to 3 weeks before HMS orders parts, gets things fixed, etc. The supervisors at HMS are not responsive. The lady I spoke with sucked her teeth and gave me tons of attitude when I tried to get her to help. My husband and I could not get any of the supervisors to return our calls. I would like to talk with Sandy Finn (CEO of the company apparently) but we cannot find access to her anywhere. I think she needs to know she runs a horrible company!!!
This company is a total rip off, stay away from them, they all should be in jail doing life.
Total Protect,Cross Country, is the worse. I can’t stress it enough, to please stay away from this deceitful company. I have been getting the run around for 4 weeks. They still have not settled my claim. I am sure that they are hoping that I just go away,but I am going to hang on to their Butts like a tenacious bull dog.
ADDENDUM TO MY COMMENTS ABOVE.
This bunch of clowns had the NERVE to send me a Customer Service Survey……….HAH!….I am sure it will go in the shredder as soon as it comes out of the envelope.
They had a totally inept bunch of ‘technicians’ come out and replace my Trane heat pump with an off brand piece of junk (A Payne heat pump, which, by the way, is the lowest rated equipment according to everything I have seen on the internet and in conversations with actual heating/AC professionals)) that STILL DOES NOT WORK and I am STILL waiting for them to fix it.This has been going on since September 3rd……….
I am thinking I am going to have to have a professional HVAC company come and straighten out the mess that they have created.
Please read and HEED my comments above.
THIS COMPANY IS A TOTAL SHAM, SCAM, FRAUD AND RIPOFF.
ADDENDUM TO MY ADDENDUM:
FINALLY………..after twenty days …..my system is blowing warm air when it should and cold air when it should…….but the point is ….it should not have taken this long to get this done……a couple of days maybe…..but TWENTY????
I have upgraded my opinion of the service company due to the fact that THEY have no control over what the warranty company does or the replacement equipment they are sent by this bunch of shysters……..they only install it………but in my book they dont get any points for doing business with Total Protect ……
I have had just three experiences with TP. The first experience was somewhat ok. My washer went out and they sent out a technician right away, he was there the next day. He replaced the parts with no problem. The problem wasn’t with TP, but rather the technician. He was so rude and cocky, it almost made me cancel the service then. If these were the type of people TP was associated with, I didn’t want to have anything to do with them.
The second experience was with my fuse box. I needed to have the entire box replaced. The electrician came out and told me that there was no way that TP was going to replace the entire box. He stated that the most he could do was add another switch to the box and it would take a couple of days to get the part. It took about 3 days and they guy came back, completely unprepared to install the new switch. He had to borrow some of my tools in order to complete the job. Not to mentioned the claim for that little switch was $357.00, but when I questioned how much he would charge me directly to replace the entire box, he quoted me $650.00. Doesn’t add up!
The last and final straw was when the infuser on my furnace when out, in the dead of a Chicago winter. They sent out a technician the same day. The guy looked at the furnace and stated that there was no way that they were going to repair this because the furnace hadn’t been properly maintenanced. Not knowing that I have an annual cleaning of both my furnance and compressor. He told me that he could replace it on his own without going through TP for roughly $450. I laughed and decided to go to my local appliance parts supply store and bought the infuser for $89.00 and had one of their trusty employees install it for $60.00. The only thing that sucked was having to still pay $60 to have these TP guys come out and tell me they can’t do anything.
Total Protect hasn’t protected anything in my home, except for a washer that needed to be replaced on my washing machine. A 70¢ washer cost me $60, time with a rude repairman and wasted most of my Saturday. I have three months left on my contract. I tried to cancel, but they told me that I would have to pay the difference on that $357 claim for the switch…not including the $60 that I already gave them…So I am going to attempt to get my electrical box replaced since I still have three months left on the contract. Maybe I’ll actually get something out of it. But come hell or high water, I am DONE with TP come January 1st.
When you are ready for that class action suit, sign me up!