Total Protect
Home Warranty Plan Details and Reviews for Total Protect
Premium: $350
Deductible: $60
Effective: 30 days after enrollment
Web: totalprotect.com
Deductible: $60
Effective: 30 days after enrollment
Web: totalprotect.com
Customer Service 
Service Timeliness
Repair/Replacement Service
Overall Rating
Total Reviews: 306 Rate this Company!
Service Timeliness
Repair/Replacement Service
Overall Rating
Total Reviews: 306 Rate this Company!
Coverage Area: USA - All States
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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
Reviews
Pages: [14] 13 12 11 10 9 8 7 6 5 4 … 1 » Show All
Pages: [14] 13 12 11 10 9 8 7 6 5 4 … 1 » Show All
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Please people be aware of total protect. One of their service providers came to my home to fix my refrigerator and broke my coil. He sent in the information and said that the coil was rusted and that is how the hole got there. The man that was here never said anything about rust to me but told total protect that. I spoke with a supervisior there who offered to send out a second service provider. That service company was on my side and found no rust any where. If your claim is denied fight, fight, fight, for a second opinion. I think total protect it ok, it is these service providers that try to get over.
The deductible required was increased from $50.00 to $75.00
Read the fine print because some things are not covered especially in appliances. There is a cap on re-imbursement for some items which have to be replaced. You have to purchase the item yourself and sent them the receipt and they refund money.
I talked to a representative that told me that even if I pay a Monthly premium. Once the Policy is cancelled you are no longer covered for that month. Even if you paid them for the entire month already. According to the Representative no refund and prorated refund would be given.
I found all of the customer service reps at Total protect to be very polite. I did have many opportunities to deal with them since it took them 20 days to repair my air conditioner. I found them to be polite and patient.
this is the worst company i have ever had contact with. my ac went out it has now been more than 48 hours and i can’t get a single straight answer on how this will be handled!!! by the way it is 103 outside!! i think i have spent more time on hold than speaking with one of the so called “customer service” reps! do not ever use this company
Tkhe rating that i checked above are generous. This company, Total Protect, should not be in business at all.
I have been without hot water for more than 15 days. I’ve asked that i be allowed to have another company install my hot water heater, but I keep getting the ‘leave a message, we’ll get back to you’ treatment. They do not have enough venders in my area to service the customers promptly. In this area they have one plumber. He is the only employee.
This is outrageous. I sent my payments faithfully on time. This is the way they treat their customers.
i do work for this company and they suck ! i would say this company is definitely a scam ! they will find ways not to cover anything ! they will try not to pay for anything. they will take long to help there customers ! so watch out ! they are a scam !
RUN is a good choice of words!
Sent a claim in on Saturday, Tuesday the A/C company came out, said they fixed it. Called Total Protect back, they said the A/C company wouldnt do anything until Total Protect authorized the claim. TotalProtect called the A/C company to say that the claim was approved for repair, the A/C compan was supposed to call me back I dint her from them for 36 hours. I called a/c company they said they fixed it and I would have to START A NEW claim with total protect. I called total protect and they said that it is possible they repaired it while they were out and I would have to schedule a new claim…SCAM…SCAM
Only had to use this service once on my Dishwasher. I’ve only made 6 payments to date. So far I’ve had no complaints. I called and placed a claim with customer service, and with in the day a tech from Sears called me to set up an appointment. He arrived on time and he was very professional he even came back and fixed another problem I was having that I didn’t even know I had. I guess as time goes by I’ll see if there are any problems but for now I have no complaints.
Made my first claim w/ this service. Customer Service people were very polite. I guess you get what you give, I tried to stay calm, even though I was in a bad spot with my A/C not working.
Service rep could not get anyone they work with to come to my home since the repair company did not work weekends. She immediately gave me authorization to contact by own repair person, which worked out fine. My guy was out in less then an hour and got my cool in a less then 45mins.
The only negative I can think of was the wait on the repair authorization line which took about 25 mins to get in touch w/ someone and I got hung up on the first time I was waiting which drove me crazy. But hey it was worth getting 350 dollars for waiting 25mins. I do have to say that the first Representative I spoke to did tell me to call ahead of time so that I would not have to wait to get the work approved. I also recommend this the automative system asked you for a cost of the repair, just say you don’t know and wait on the line.
I have to say I like the service so far.
Thanks,
Area: Homestead, FL
Repair company: Air On Demand @ 305-259-5669
Asked for Jorge he’s the best.
Repair Plan: Total Protect
Low grade companies, many delays, tune changes on “helpfulness” once you’ve paid in 10 months (over $ 250 in premiums).
A typical “Scank of America” scam
Avoid
I received a letter from Total Protect about two weeks ago stating that we owed about $540.00 in monthly payments. I have called the company twice. They claim that while Countrywide Mortgage had our mortgage, only partial payments were made on several occasions. Since Bank of America has taken over the mortgage, we have had the payment paid every month, but have no way of finding the problem with Countrywide, as they are now a non-entity. I have called twice and requested something in writing to show the missed payments, and twice from the company promised it would be faxed to me within 24 hours. Twice nothing was provided. They have provided no proof of the missed payment and no explanation of why I wasn’t notified of the problem earlier. I WILL NEVER DEAL WITH THEM AGAIN, AND I LET THEM CANCEL THE POLICY. STAY AWAY!
Customer Service Reps. can not answer questions properly and Supervisors don’t make it any better with resolving your problems. they won’t even talk to you when you have the policy holder that they have verified standing next to you telling them that you have their permmision to speak to them concerninig the problem. this is totaly not the way you treat a 75 year old person who pays his premium every month with his morgage. And now has to sit in a house that is 95 degrees.
they wanted me to wait for three weeks to get a visit from our local service person .. when air quits and you are a senior and have blood pressure problems and other health issues ..ITS AN EMERGENCY!!!!! so i called someone else paid a service call of $60.00 and they found a problem but werent sure if it was all that was wrong.. so he told me if i had any more problems , there would be no more service calls and he would come fix it.. i called today and they are comming wiht NO SERVICE CHARGE , and less than a $100.00 for repair.. i think this is a damn scam!
This USED to be a fairly good warranty company. Over the course of the past couple of years a new manager, Mark Shapiro changed the manner in which service is provided. Now a computer generates the “cheapest” contractor and your repair order is sent to that “company”. They are the cheapest for a reason, be it, their training, one person “company”, no storefront – works out of his home, doesn’t carry repair parts on his truck etc. You get what you pay for – at least HMS does. What you get for your monthly payments IS the cheapest repair person the computer can find. So, when the “tech” doesn’t answer his phone (leave a message on his recording) it is because he doesn’t have a secretary (cheapest company around). When he schedules a week later – (one man show). When he dosesn’t have the repair part (no inventory on his truck). When he doesn’t know how to repair it (no money spent on training). When he arrives in a dirty sweat suit and beat up old van or pick up (no money spent on uniforms or work truck – image isn’t important – think, CHEAP). AND, recalls, doesn’t fix it right the first time…..YEP, there ARE consequences when CHEAP is the ONLY criteria. Too, bad, it was a pretty good warranty provider at one time.
I called Cross Country Home services and they did not cover my refrigarator gasket which was damaged from water leakage from the defrost on my refrig not working properly. The repair was not covered and I paid my deductible which is unfair because they know that the damage was a result of the defrost on the refrig not working. It is not the repair company responsibility when the warranty does not cover damage from the initial complaint.
Don’t use this company. Their fine print indicates that they cover very little..small repairs only…won’t fix or replace dishwasher because “tubs’aren’t covered. That’s probably because tubs wear out fast. I cancelled my policy with them and would advise you to do the same!
Upon Referral by US Bank, This is my 6th month at 39.95 a month. My dryer quite heating while tumbling. I figured it may be a heat element based upon a how to book I reviewed. I asked TotalProtect Warranty (TPW)service person if this would be covered.. they couldnt give me an answer, they told me they have to send someone out to check it. A claim was created around 8th of July, service person from Sears was to come on July 15 between 1-5pm.. I got a call from some tech around 4:15 on July 15 claiming the person would be there a little before 5pm. I waited til 5:30. No one showed or called.. I called TPW service person to let know of situation. they took my cell# as I had to leave at 5:30pm, I also left my cell # on a note in door just in case. no one called or left a message on cell or home phone. 7:40pm I called and talked to another Service person at TPW and they said I needed to call back again the next morning due to some computer process at midnight. I told them I could have ordered the part and had it in already. I also told them my trips to the laundromatt for the last week could have been a payment toward the part I needed, as With a fam of 4 and there is lots of laundry to dry. Called at 7:40 am next day and was told Sears will not get back here til July 27.. so I asked that they find another service person to come sooner. an hour later no call back yet. If this is their warranty protection program I will be better off to drop the service and pool my money to do my own repairs.
Not a trusted firm, they play with their words and use this tactic to not oover the claim. They take too long to answer their telephone, too long to send someone out to diagnose the problem and then too long to make a decision on the claim. I was their customer for a long time and when I needed their coverage, it was not there.
Abel Salazar, Flower Mound, Texas
A/C went out last year in the heat of the summer. Called the 800 number and a technician was here the next day.
can’t get ANYONE to answer phone!
This Company SUCKS! They have no concept of customer service and their vendors are one horse operations who don’t have a clue about what they are doing. Total protect has sent the same vendor to my house a good dozen times and the A/C still doesn’t work right. They REFUSE to send another repair company “unless I would like to pay another deductible”. BUYERS DO NOT WASTE YOUR MONEY ON THIS COMPANY.
Have had an heat pump problem for quite some time. Last year wife called TP, they sent a contractor who found a bad circuit board and claimed he would return to fix, this never happened. I was deployed and my wife failed to follow-up. This season, we had another problem with the A/C and called TP. The tech this time found a bypass on the low freon sensor which means the pump was running w/o freon for who know how long. TP voided the warranty based on the bypass as if we would have paid someone to bypass a sensor. This is totally ridiculous, when I complained and asked for a supervisor, I was told their would be a service ticket and get a call later. Later the same tech called back and stated the a/c was never covered by the warranty because only one of my systems were covered. I think the customer service sucks.
Initially when we used TP the service was decent. We got our dishwasher and washing machine fixed with no problem.
This year however it feels like a totally different company. Their customer service department does not call you back to keep you abreast of your claim, you have to call them constantly. You ask to speak to a Supervisor and they put in a call ticket and they never call back.
Our refrigerator has been out for over 3 weeks and we still have to wait anothe 72 hours before we will find out if to fix or replace. I had to pay two deductibles because the 1st service technician said it was one thing (we had to fix this ourselves because it wasn’t covered) to find out that this fix was not the problem. Now I am trying to get my 2nd deductible payment back and it has become a headache.
I will be looking for a different company to deal with after I get all of my problems resolved.
5-1-10: Air conditioner upstairs stopped cooling, we called Total Protect right away
5-6-10: A crew came out and fixed a liquid leak in the line, the A/C worked for about an hour then stopped. Called Total Protect
5-17-10: The same crew came out and helped tremendously with making our units run better, they cleaned a filter; the unit ran for about an hour and quit working. Called Total Protect again
5-28-10: Total protect called us to tell us that the compressor is out and it would cost about $380 out of pocket plus the $75 service fee or they could send us about $850 and we could fix it ourselves (hind site is 20/20), we told them to go ahead and fix it since the techs said that replacing the unit would only give us a 50/50 chance of fixing the problem.
6-21-10: Spoke with Vicky the unit was in on 6-1-10 and was supposed to be picked up by the service techs, as of 6-8 it hadn’t been, mysteriously the part had to be reordered, and it wasn’t in yet. Vicky said she would personally check it and call me back in 24 hours. Guess what? She never did.
6-23-10: Spoke with Chris (Supervisor) the part is ready for pick up and has been since Monday at 12:30, they’ve been trying to call the service techs but haven’t been able to get in touch with them, we all decided to give them until 5pm that night to respond or we would go to another service provider. We called the service provider and no one had tried to contact them, they called about the part and said Carrier had no record of the order.
6-24-10: Talked with Dexcia (sorry for the misspelling) the Part was not in, and would have to resubmit the order, for the third time, to the purchasing department
6-30-10: Spoke with Chantrilia (again sorry for the misspelling) she told us on 6/25 that the tracking was sent to the purchasing depart and they had to resend the order to carried, a pick up number and location would be provided to the service techs, she needed to talk with the service techs to see if they had received the info, she would call me back in 10 minutes. An hour later she called and said that the part was not in yet, that there was no confirmation from Carrier, she would talk to the supervisor on duty to confirm that the order had been placed and promised me that the supervisor would call me back that night, guess what? no call.
7-6-10: Talked with Dominique and he immediately sent me to the supervisor Christopher (who I think we talked to before) he gave me the PO # dated 6/21/10, my husband called the service techs with the number. He would have to find out the status of the part and when it would be installed and call me back to night. That was 11AM, and you guessed it, no call. So I’m calling them back, its 6:30pm, I did get through and talked with India. She said he did put a tracker on it, but had no response yet, I asked if I could talk to him, got his voice mail. Left a message about wanting to find out what was going on and reminded him he promised to call me back. I am on hold now waiting to see if another supervisor can help. Was able to get to talk with Candice and asked if a supervisor could help, she is checking the status of the order….