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: 220 Rate this Company!
Service Timeliness
Repair/Replacement Service
Overall Rating
Total Reviews: 220 Rate this Company!
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: [10] 9 8 7 6 5 4 3 2 1 » Show All
Pages: [10] 9 8 7 6 5 4 3 2 1 » Show All
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I had to call Total Protect due to a Washer issue. They sent out a repairman for 75.00, he touched the power button and said that there was something in the water drain pump. Total protect called me within 20 minutes and decided to not cover the claim. I stated how could they know it wasn’t a mechanical issue when the repairman didn’t even look inside the washer. After 3 hours of with them they decided to refund 30.00 of the 75.00. They also stated that the company would call me within 4 business hours to explain this to me. The company never called back. Needless to say I want the remainder of my 75.00 back and I cancelled Total Protect. I also urge anyone with issues in dealing with this company to report them to their states AG office, BBB, and FTC. Total Protect is a total rip-off!
I just read through all the reviews on Total Protect/Home Sure. I have never had appliance problem with this company, and I never will . As of this day I will cancel my contract with this company. My problem is this, when I finance my home I took out HomeSure or Total Protect or what ever it is called and had no problem. I refinance the house for lower interest rate I was told by this company that I will now have to pay them directly or by monthly payments. I said ok They sent me the paperwork, I filled it out and returned it to them. that is where the problem begins I told these people to take there money out on the 5th and after 4 months of complaints to them they still have not taken there money out on the 5th It comes out of the account on there convience and not mine.
I have had the misfortune of signing up with Total Protect.
Their advertising brochure received in my mortgage statement was very misleading. It stated that all you have to pay is a $60 deductible and the company will pay the rest, repair/replacement and labor. Like an idiot, I signed up with them before receiving my “contract” in the mail. They get you to sign up and then send the contract out. My story is this – I had a problem with my furnace and called Total Protect. I got connected with a heating company in Phila. My city is 45 minutes west of Philly. The repair person did not come when he said he would and changed the time that morning. He called again to push the time back even later. I called Total Protect and told them to get another company on the job. She told me that I did not have to call this new company and that she would make sure to tell him I would be home the following day after 4:15. This heating company was also located about 45 minutes from my home. I waited for his call; he never called. In late afternoon, the day he was expected to come out, I called Total Protect again, stating same. This service person said he was sorry he couldn’t get back to me and the earliest he could come out was after 6:30. He finally showed up in the evening and told me he would contact Total Protect with the claim, stating that they would notify me in 24 to 36 hours of their decision to replace or repair the item. Two days later, still no response from Total Protect. I called them and they stated that the serviceman put the claim in the day after he came out and that they had not received a decision from claims as of my phone call. I called again the following week; still no results. I called again the following week and they lied, stating that they contacted me on 2/22, a week after the service call. I told them that was a bunch of nonsense, that no message was ever left on the voicemail and no caller id from their company. They said the decision had been made and I had the option to use their service company, but would have to pay a $350 fee for the replacement of a coil in the furnace. I stated that I thought we were only obligated to pay $60 the first time the serviceman came out. They stated that Total Protect only pays for replacement and labor, but not other charges, such as a disposal fee, addition of freon to the unit, and several other “charges”. It was in the fine print of Terms and Conditions of the contract I received AFTER signing up with Total Protect. The other option would be to find my own repair person and they would reimburse me the costs of the part/labor. After this service replacement, I am canceling my account with them and suggest that anyone reading this NOT sign up with this company and run the other direction as fast as possible.
I have had this warranty service for about three years. In that time I have had 1 HVAC repair, 2 dishwasher repairs and one washing machine replacement. In each repair case, the repair service was able to schedule a service call within 24 hours and the repair was completed either immediately or, depending on parts availability, within a couple of days. The washing machine issue was diagnosed within 24 hours. It did take Total Protect 3 more days to determine that it would be more cost effective to replace, rather than repair, my 9 year old machine, but the service rep told me to call at least twice a day to expedite the process, which I did. Every time I called, I had excellent service from very friendly customer service reps who explained the steps of the process and moved my claim through supervisors to ensure priority (the sqeaky wheel gets the grease!). They all told me that I was welcome to keep calling back any time of the day or night to check on the progress of my claim. When they determined that my washing machine should be replaced, they offered me a very comparable unit which they could purchase at a discount, or I could take the cash value of their purchase price (about 75% of the original cost of my machine)..BUT..they also have a purchase program where they can buy many brands at discount and they priced out three additional models of my choosing (at about 70-80% of retail cost). Any model I selected would be installed at no charge to me. After considering the options, I took the model they offered and it took 3 days to be installed. All in all I was without a washer for a week, but my total out of pocket was only the $60 deductible (plus my premiums of course). As all of my appliances are now 5-10 years old, I think this program is so much more cost effective than the individual warrantees for the appliances which were renewing at about $150/year per appliance.
One word of advise…Total Protect contracts with local repair vendors and will not cover repair/replacement for items that have been neglected or abused. I have always maintained a service contract for my HVAC system and kept all my records, but when Total Protect sent out their contracted vendor for a repair, I immediately switched my maintenance contract to their company to ensure that they were maintaining my system to Total Protect’s standards and that there would be no issue of maintenance practices if my system broke down (or died!)
I’ve read alot of negative reviews about Total Protect, but in my experience, I have been very happy with the service.
Cross Country Home Services (HMW) is a ripoff. 6 calls now for a toilet that does not flush consistently and they won’t replace it because one of the call outs said it was not a “mechanical failure” though subsequent ones have said different. Not sure how else to describe a toilet that doesn’t flush consistently, electrical failure??? How complicated is a toilet, seriously.
I also received a mailing from my mortgage company today regarding Total Protect and their services. I just wanted to post a little information about this company that might help future and current customers. After reading the reviews here, I decided to do a little investigating, took about 10 minutes.
BBB has them listed as an “Accredited Member” which means not much except they pay BBB fees. There are 668 complaints about this company over the last 3 years. That should be a huge red flag to anyone.
I checked them on the State of Ohio Consumer Affairs Division and there are 12 pending complaints and or actions in the State of Ohio. This should be another huge red flag.
I recommend that you check your own State’s website, the information is free and you can get detailed information on the nature of the complaints and any pending actions.
For folks that have already experienced a bad situation, I think you know where you’re at and hopefully you received some resolution. If you are a customer that signed up with this company based on a mailing from your mortgage company, you should go back to them and even threaten to do business including re-financing with another mortgage company if they don’t help you get some resolution. If done with respect and courtesy but also firm resignation, you should get some help from them.
I am going to send back my mailing to my mortgage company along with reports from the BBB and the Consumer Affairs reports and ask them not to solicit me with services from companies with less than stellar track records. I would advise all of you to do the same with your mortgage company; remember there are power in numbers people!
Mike S.
This is a BAD company and a BAD plan. Their aim is to find loopholes to deny claims for questionable reasons. I have a shower faucet that is so hard to turn, my wife cannot use it. They wouldn’t repair it because it was not leaking. Bogus!
Another claim they tried to deny because of “corrosion” It was plumbing repair…how else do plumbing items need repair? They finally repaired after I threatened to file a Calif. Dept of Insurance complaint.
If you are prepared to fight with them on every claim, go for it.
I was offered Total Protect via my mortgage company (Suntrust) and I have made 2 claims since having the service. An A/C repair and a plumbing issue. Both were handled within 48 hrs. and both contractors called out were totally professional, efficient and offered detailed explanations as to what the problems were. I paid my deductible for each claim and had no problems whatsoever. I think it may be the area you’re located for those that have complaints. I have had nothing but great experiences with both the customer service division as well as the contractors used. Thanks!
Didn’t have one problem with the service, as we had absolutely no equiptment failures.
Problem is, after three years of service with them, they were double billing me the entire time (was paying through my mortgage company). I found this out after cancelling with them to go to a less expensive company for my warranty.
They owe me a refund going all the way back to 2007, let’s see how long it takes to get that money back?
The repair guy they sent was slow, but they replaced my dishwasher last year, and fixed my noisy washer two days ago. I like them and recommended my sister to them today!
I SIGN UP FOR THIS WARRANTY SERVICE BECAUSE IT WAS OFFER THROUGH WHERE I BOUGHT MY HOUSE THROUGHT(GMAC).I HAD A ISSUE WITH MY DRYER AND CALLED FOR A REPAIR.THEY SAID IT WOULD TAKE A COUPLE DAYS FOR A SERVICE GUT TO COME.MY DRYER STOP HEATING,IT STILL RAN.THE SERVICE GUY CAME,PUT HIS METER IN THE REC.TO CHECK THE VOLTAGE,LOOK AT THE NAME PLATE,LOOK AT THE FRONT COVER,CALL PARTS TO SEE IF PARTS WERE AVAIABLE AND THE SAID NO.THIS IS ALL HE DID,HE DIDN’T EVEN OPEN IT UP.CAME BACK UP AND SAID COULDN’T BE FIXED.HANDED US A BILL.WE CALLED TOTALPROTECT TO SEE ABOUT GETTING ANOTHER ONE AT A DISCOUNT,GOT TOLD THEY COULDN’T HELP US UNTIL THEY GOT THE REPORT BACK.(THIS WAS JAN4TH-6TH).TRIED AGAIN AND GOT TOLD SAME THING.IN BETWEEN WITH ALL THE CLOTHES DIRTY NOW.HAD GAS RAN FROM ONE END OF THE HOUSE TO THE OTHER,I WENT AHEAD AND PLUMB IN MY GAS DRYER FROM MY OLD HOUSE THAT I HAD IN STORAGE.AFTER I GOT IT HOOKED UP.I DECIDED BEFORE I DRUGG IT UP THE STEPS TO SEE IF I COULD SEE WHAT WAS WRONG.GOT ON MY KNEES AND SEEN A TERMINAL THAT LOOK LOOSE,CRIMPED ON A NEW CONNECTOR AND IT WORKED.(A .50CENT CONNECTOR FROM LOWES).DEDICED TO LEAVE THE GAS UNIT HOOKED UP SINCE I HAD THE COST OF RUNNING THE GAS TO THIS LOCATION.THEY SENT ME A PARTS CHANGER TO MY HOUSE.ON FEB 5TH,2010 TOTALPROCTECT CALLED MY HOUSE AND I CALLED THEM BACK.THEY SAID SEARS THE SERVICE COMPANY FINALLY GOT BACK TO THEM.(A MONTH LATTER) AND IF I TOLD THEM IF MY WAS A FRONT LOAD AND SIZE.THEY COULD FINALLY HELP ME GET A UNIT AT REDUCE COST.WHEN I TOLD THEM THAT I HAD A GAS UNIT PLUMB IN.THEY SAID I DID UNATHURIZE SERVICE AND THAT I SHOULD HAVE WIATED FOR THEM TO GET BACK WITH ME.THEY SAID IF IT WAS A FURNACE IT WHOULD HAVE HIGHER RESONDENCE THAN A DRYER..THAT SHOULDN’T HAVE MATTERED….I CAN NOT BELIEVE THAT THEY THOUGHT I SHOULD HAVE WAITED A MONTH TO GET A ANSWER BACK BEFORE I GOT TRIED OF WEARING DIRTY CLOTHES.SOMEHTING FEEL THROUGH THE CRACKS HERE.I GOT TOOK BY HAVINT TO PAY SEARS 59 DOLLARS AND THEN WAIT A MONTH FOR ANSWER AND GET TOLD I DID SOMETHING WRONG BY GETTING SOMETHING IN PLACE TO DRY MY CLOTHES.AFTER THEY FOUND OUT THAT I HAD HOOKED UP SOMETHING ELSE UP.THEY SAID I FORGO GETTING HELP ON REPLACING THE ELECTRIC DRYER TOO.I HOPE NO ONE ELSE HAS HAD A PROBLEM LIKE THIS…THIS TIME THE WARANTY WASN’T WORTH THE PAPER IT WAS WRITTEN ON.I’M SAYING A PRAYER TONIGHT THAT NO OTHER PERSON OUT THERE HAS TO WAIT A MONTH BEFORE THEY DECIDE WHAT THEY MIGHT OFFER.
Total Protect is a ripoff as stated below. Our microwave keypad and diplay went out however it still was able to work. Total protect had the service company take the microwave to dismantle and attempt to fix it. They found that it needed a part and after 3 months with no microwave and numerous incorect parts being delivered, we finaly got fed up. We have had other home protection warrantees that are worth having but Total Protect provides nothing but frusteration.
This company is a ripoff. I have had this warranty for over five years. On jan 15, my washer stop working and I called for service, they sent a repair man two days later. He told me he had to order parts. I waited 2 weeks for the parts, then another service man came back for the repair. He looked at the washer and said it was unrepairable due to rust. Total Protect call me stating “this call is being recorded…your washer had rust and it contributed to the broken belt and motor problems, therefore you are not covered under warranty.” No one will return my call..I asked for a detail explanation of denial and was told that I had to request this specific question in writing to their office in FL. I will be cancelling my contract.
I’ve had Total Protect since 2005, and have submitted 6 claims. All were taken care of in a timely fashion with no hidden costs. Our most recent claim, a washer, could not be repaired and total protect is replacing with a new one. I know there are a lot of bad reviews so far posted, maybe it is the area and contractors for that area. I have had all highly rated(for my area) contractors respond to my claims. Before purchasing a warranty from Total Protect, ask for a list of the local vendors used, and if your not happy, check other home warranty providors for your area.
STAY AWAY!!! Keep your money and put it away. Total Protect makes it sound so good and the best thing that you should have and even after asking “What Is The Catch?” they say there is none!! WRONG. I signed up to protect my heating system and my air conditioning system. I paid every month for over 2 years and when I had a heat issue on 12/2/09 I called and they sent someone to replace an igniter, then on 12/25/09 I had another heat issue and they didn’t come because to my shock & surprise my second furnace was NOT covered under the contract. WHAT. Who in their right mind only covers 1 furnace of their heating system if there are 2. That’s like buying 4 tires and finding out that the warranty only covers the right front tire. Makes no sense!! I soon learned “what the catch was”!! Total Protect ONLY PROTECTS ITSELF, do not waste your money. They never return you calls as promised, they don’t send you a word for word contract (I know why now) and always remember “If it is too good to be true, IT IS TOO GOOD, don’t sign the dotted line.
I just received today in the mail a flyer from Bank of America for the TotalProtect Ins plan. I read it over..and thought, Hey that’s not bad all of that for just 39.95 a month..then I started to think..boy, that sure sounds a little to good to be true…I then thought I should look up on the internet if there are any reviews about TotalProtect…WOW, I found this site and am I glad I did my homework this time..because I was just about tempted to try it out..THANK YOU ALL for taking the time and effort to let other people know of your experiences with TotalProtect. I filed the TotalProtect flyer in file #13, may it rest in peace.
The stated deductible is $60 for the first year but it increases to $75 the second year.
My heat pump recently went out (Thursday evening) and the service company in my area told Toal Protect he could not come to my house until Friday. Friday morning I called the service company and the manager had the secretary to tell me that he would call me back but he called Total Protect and told them he could not come out until Monday. The customer service rep called me back and told me the dispatch would call me within 2 to 4 hours, of course they did not call. I had to call back to customer service. I was then told I could find my own repair company and if they did not accept third party billing, I could pay them and I would be reimbursed by Total Protect. Now Total Protect tells me I should have had the service repair company call before they did the work. The customer service rep I spoke to did not specifically state that requirement. I will definately be canceling this policy.
This is a company just collecting money, they just want reasons for not giving you what you are entitled to get. I had this service for 2 yrs and never made a claim. My experience is horrifying because I think I would be better off paying the replacement by myself intead of boiling my blood. They have so many fine prints in the contract. First they don’t send you a detailed contract and secondly they always find a way not to give you something that you need and always use delay tactics if the cost of replacement is high so that you get furstrated and accept their nominal credit which is peanuts as compared to the original cost of replacement. I think they pay their Cust service to furstrate people so that they stop calling and make the replacement by themselves. I will cancel my service as soon as possible. I will be better off paying from my pocket rather than having a false impression of being covered. Cancel this service this seems like no warranty service
I am sympathetic with those who believe they have been treated unfairly by this company. However, in all equity, I must say my experience has been thoroughly outstanding. I had a plumbing leak about a year ago under the kitchen sink in the cold water line – they paid for it. Recently, I had a water heater rupture – they paid for that! So – SO FAR SO GOOD!
Thanks
My garage door would not work. Called Total Protect who sent a guy out for $75 bucks. He told Total protect that the opener needs repalcement along with springs and rollers as well. Since springs are not covered, the guy wanted 700 bucks to fix those. When i said replace only the opener , he refused. TotalProtect refused to change the opener as I had not repaired the springs. I felt that only the opener needs replacement. I gave up and bought a opener thru Home depot and had a guy install for 97bucks. He said that your springs are all fine. My garage opens well with the new opener. I cannot beleive the joint scams between the opener guy and Total Protect to not pay anything.
CANCEL TOTAL PROTECT!
will be cancelling soon , what a scam . had my a/c and heater unit go out back in april of last year which they refused to fix for lack of maintenance , so I payed for it myself, after customer service told me if I did that I wouldn’t be denied service if something else were to wrong in the near future. I had the repair done in july , january rolls around and my unit goes bad again and once again they deny my claim stating that because they didn’t pay for the last service they couldn’t be sure it was done correctly, is there any legal action that can be done ? need help but I am certainly not going to get it from this company .
It is record lows in 25 years here and they gave me the run around on a simple replacement part for about a week and here it is now a week and a half and it is still not fixed. We have no heat, no heaters are available in town and we have an infant to boot! VERY DISSATISFIED!!!!!
Poor Service. Called twice both times claims denied. Only interested in collecting fees. Everthing possible to avoid claims. Sent serviceman out I paid deductible just to be told of possible problem but no repair made.
I have had this warranty coverage for several years and have generally been satisfied. I reently had a plumbing problem that was handled quickly and effectively by the service provider, one that had done work for us in the past. As a general rule, I have had good experiences.
My most recent claim on a clothes washer problem has been a nightmare. The repair provider first caame on December 23rd and said he couldn;’t fiund anything wron. The washer problem continued so we called for a return visit and they found that the supports for the wash drum needed to be replaced. Thew guy said he would have to work up a cost estmate and submit it to the warranty company. This was on January 3rd. It is now January 12th and I still have not recieved an answer on what and when the repairs will be done.
I have made about 8 calls to customer service who always assure me tyhat it is being processed and they will get back to me. Then they started telling me the service provider had not submitted an estimate. It’s like my request disappeared into the black hole in space.
Before this recent experience I would have had mostly positive things to say. That has now changed to mostly negative.
I can say that the company is good as far as replacing an appliance when it can’t be fixed but they make you go through so much aggrevation beforehand. Their servicemen that they use also leave alot to be desired.And it’s always a long time on hold when trying to call them.