Total Protect
Home Warranty Plan Details and Reviews for Total Protect
Premium: $350
Deductible: $90
Effective: 30 days after enrollment
Web: totalprotect.com
Deductible: $90
Effective: 30 days after enrollment
Web: totalprotect.com
| 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
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Pages: « 22 … 17 16 15 14 13 [12] 11 10 9 8 7 … 1 » Show All
After reading many of the reviews here, I have to say that my experience with this company has been similar. EXTREMELY POOR!
Has anyone looked at starting a class action lawsuit?
I will also be filing a complaint with GMAC Mortgage since they were the ones that recommended Total Protect and made it convenient for them to take $37 from me every month for 3 years +. When you need the “protection” they give you the run around. I have had an air conditioner issue since April 26th, it is now June 16 and nothing has been resolved. They even cancelled the policy now.
GMAC should have done a better job vetting this company and their product.
Total Protect is a scam . The entire company is full of liers and scam artist right from their customer service people down to these people that work in the authorizations department. My AC went out June 1 and here it is June 16 and I still have no air. Authorizations have been finalizing my claim now for two weeks. Every time I call they have moved the priority up to high, whatever that means.When i ask to speak to a supervisor there is never one available but you will get a call back in 2-4 hrs. Well that was Monday and it is now Wednesday and no one has called me back. I am extremely frustrated with this company.
I feel like this is a scam. They take $40 a month out of my check. I have tried to use the service 2 times. They always find a loop hole to keep from paying. The wait time is way too long. They told me the plumber would call me within 2 hours. I did not hear from him for 3 days. Then they send sn imcompetent plumber out. He did not repair the leak under my sink. Found a reason to say it was not covered. This way I could pay him direct. The customer service deptartment could care less about their customers. I had to speak to 5 different people on this issue. Nothing was resolved. I cancelled my membership. I wanted a refund & they would not give it to me. I still have a water leak under my sink to deal with.
I called in a broken refrigerator in mid-April. I was told it would be three weeks before a serviceman could come and check it.I had to purchase a refrigerator because I couldn’t go three weeks without one. On May 23 I called in because my A/C was tripping the breaker when it tried to come on. A service company was here the next day and made his diagnosis. I received a call from TotalProtect the following day saying they didn’t like the estimate and that they were sending another company for a second opinion. He came and diagnosed that a larger breaker was all that was needed. I replaced the breaker like he said and the unit worked great…for about 6 hours…then it died. Called warranty co. back on 5/30(Holiday weekend) and they called the service company.He came out on Tuesday 6/1/2010 and diagnosed a dead compressor. On Thursday 6/3/2010 the warranty company put our claim on “high priority” to speed things up. It was still Sunday 6/7/2010 before the claim was approved. The part was ordered on Monday, arrived on Wednesday and the serviceman came to install it on Thursday. WRONG PART. The service company made several calls to TotalProtect to try and rectify the situation. They could’ve pick up the part locally and installed the next day. The warranty company said NO! The would have to reorder the part and we would have to wait a few more days. After several calls they offered a “claims credit” of $742 on a $1400+ repair if we got it fixed ourselves. After talking with the service company and other people we decided to take the credit and replace our entire unit with a new one since it’s 12 years old. We should have a new unit installed tomorrow and get life back to normal. By the way the temperatures the last week have been in the 90′s with 105+ heat index values. TotalProtect didn’t seem to care.I think they just try to wait you out and frustrate you to the point where you give up and just get it fixed yourself. If you’ve got weeks to wait, they’ll fix your problem. If not look elsewhere.
I have inside information and he say that top priority doesnt mean anything. says that they r told not to tell the truth about if or when a claim will be even reviewed. they hate their jobs because of the lying that they have to do to people when they r in need. the whole warranty thing is a scam and they should be investigated by the authorities.
I have been with this company for over five years now and from my very first call the timeliness of service has been poor. I have also had horrible experiences with the service contractors used. So bad in fact that when I began to have issues with my AC unit this year although still paying the premiums, I paid someone else to come look at the unit and advise what was wrong. He told me it needed a compressor and I called TotalProtect. That call was placed on May 14 of this year, this is now June 10 and my unit is still not working. Additionally, with my unit still not working I am being told that I have reach my yearly allowance for this appliance and I will now have to pay additional money to the contractor. If this company does not change their business model they will be out of business. As soon as my unit is working and the warranty coverage period of 180 days has past, I WILL BE CANCELING THIS POLICY. It’s worthless!
Put it this way, I have not had hot water for two weeks as of today!!! RIDICULOUS!!! Noone has called to give me any status or to inform as to when it will be repaired, and I am currently on hold AGAIN, which is never under 20 mins!! I would NOT RECOMMEND this company EVER!!!!!
If you are willing to wait 3 to 4 weeks from the time you place the first call until the appliance or A/C is fixed then you should go with this company. In the last 3 months they have replaced the outside unit of the A/C and Dryer and fix stove. I did have to call them everyday to get my claim moved to the high priority list so that they would make a decision. The Service company they sent Lone Star Heating and Air could not get the new unit working properly. So once the compressor was here and the Lone Star tech “had the wrong part” I had to call in a real a/c person and within 4 hours My ac was running.
My dryer went out as soon as the AC was fixed the tech diagnosed the problem and total protect approved a new dryer. It was not comparable to the one that broke because our washer dryer units are stackable a few hundred dollars more. I called them and 2 days later they approved the correct new dryer. It is in the house and working great. It took 3 weeks from the time the first call to new dryer. There was some delay because the service tech did not file that I had payed my deductible.
In summary I am keeping Total protect because they are fixing and replacing appliances that break. If you are willing to go through the process it is a great deal. Yes I did have to wait over 30 minutes on the phone several times to speak to a rep. but if you call at 3am there is no wait. I actually found the 3am service people to be more competent. I hope this helps.
I have had the Total Protect warranty for appx. 4 years and never used it until May 2010 for my central air unit. I experienced some problems after the initial contact with them to get a claim number and repair company. After spending more time than should have been expected, I determined that my problems were with the service company that initially came out and not total protect. After the initial service tech came out he told me what was wrong with my unit (I MADE him write it down for me) and that he would send the claim in to total protect that they would call me within 48 hours. After not hearing from them I called appx. a week later to find out my claim had never been submitted. I called the service tech back and discovered that he “forgot” to submit the paperwork. Not only did he forget, but when he did send the claim in, he sent in the wrong information and Total Protect called and said they were denying the claim, I asked why and they told me. It was not any of the things that the service tech wrote down for me. I called the service tech back and told him that what he sent them was not what he told me and it was at this time he admitted he sent the wrong persons info in. He sent the correct info in and Total Protect called and approved the claim my new AC. My air conditioning unit was replaced yesterday, which was 21 days after my initial contact with Total Protect. 13 of the 21 days was due to the service company’s errors and I got a lot of assistance from customer service when they discovered the service company “forgot” to submit my claim. The service company also let my unit sit at the distribution dock for 5 days before they picked it up. Not only did Total Protect put a new AC unit in, but they have reimbursed me the $75 deductible I paid the service company due to the service company “forgetting” to submit my claim and them letting it sit for 5 days after it came in. I have to say that I am pleased with Total Protects handling of the issue, but had I not “MADE” the service tech tell me what was wrong with my unit on his initial visit I would have assumed my claim had been denied. I am going to keep Total Protect, however I will not let this particular servcie company tech back in my home ever. The lesson I learned from this was that I will continue to make the service company write down for me what the problem is, because had I not, my claim would have been denied.
Please research this company very carefully before signing up. The ONE time I had something major to be repaired, it was not covered. It was an AC unit that was leaking coolant due to a rusted part. Even though the unit was 13 years old & had been properly maintained, it was not considered “normal wear & tear or mechanical failure.” Debacle began when they couldn’t get a company out for 6 days to even diagnose the problem. Amazingly, I was able to locate a reputable company who could come the very next day after I called. On the surface the literature looks good, but when you read the fine print, you will find that they provide themselves with innumerable loopholes by which they can avoid covering major problems. I will say,to their credit, that I’ve had MINOR problems covered easily but my intent in buying the policy was that it would be there to cover the major problems which it does not in most cases. My advice- save the policy premium, put it aside in a separate account. You’ll be better off in the long run!
I have filed two claims over the last year. It took three weeks to have my refrigerator repaired and I am now on day 10 with no air conditioning. I fully expected that with any home warranty the “A-team” of repair people would not come to fix my problems, but the way this home warranty company has dragged its feet to fix something is just ridiculous. This is easily the worst service I have received from any company in any industry in my whole life.
Stay Far away from this company!!! I have a new (4 year old home) & paid for a year on their best policy $75/month! When called for repairs on HVAC (3 of them) couldn’t fix problem…AC not cooling properl. Appliance repair man was told that washing machine and dishwasher repairs would not be covered,but the plastic gromets in the trash compactor ($1.75 part) would be. We still have a dishwasher that doesn’t properly work andhuts of whenever it feels likeit. Our washing machine still won’t wash and the repair person they called never ordered the parts because he got tired of being put on hold for 45+ minutes for every approval or mostly denials(over 1 month now!).
We have taken off work 3 times to meet service techs, paid for 3 home repair visit deductibles $35, $35 & $75 and over $900 in premiums in less than 1 year and still nothing works right.
The last 3 attempts we tried to get through to these people we were put on hold for 20+ minutes. Stay away from these folks!
AVOID! AVOID! AVOID! Placed A/C claim 40 days ago (my first claim in over a year I have had this service), still not fixed. They sent wrong part, then had to reauthorize and repurchase correct part. Two weeks later, shipped part. Wrong part AGAIN!
Still waiting for fix. Temperature approaching 100 degeees in the shade.
Trying to stay cool. If they ship the wrong part a third time, I may not be cool anymore.
i am still waiting for them to answer my call or send any body to fix my air conditioner make me waste a whole day on the fhone and still no hear anything from them
I have never experienced such poor customer service as I have with Total Protect, HomeSure, Cross Country (or whatever they are calling themselves this week). It is 1:40pm now and I have been on the phone-ON HOLD, since 10:00am today. The recording just keeps promising your call will be answered but after waiting at intervals of 25 minutes and more, several times you begin to realize no one is coming to the phone. I have tried pressing the option to enter the information using “the automated method” and…guess what? Once the information is entered my call is routed back to ON HOLD! I have yet to speak with a claim representative to report my AC is not working. When I do the math: full day off work just trying to make the call $$$,260 cell phone minutes, My monthly premium, my deductible (if I had been able to use the warranty)= way more than I would pay directly. BTW, still waiting on the return call from the manager of customer service and President of Total Protect. I left voicemails for both. Hmmmm? Not Surprised
I called in my air conditioning not working 16 days ago tomorrow (it is now 10:08 pm the night before). I have been told multiple times that my claim was “Top Priority” and that I would be receiving a phone call from Supervisors and/or Customer Service persons multiple times within 2 to 4 hours. To date, a member of this organization has not called me one time. It is currently 89 degrees in my house and it is the evening. We have had our upstairs air unit running continuously, every ceiling fan, 3 fans we bought at Target and 2 window air conditioning units and it is still 89 degrees in the evening inside our home. I have 4 little girls and a breast cancer survivor. I am on medication to prevent relapse of the cancer as well as medications for other conditions related to the cancer. My husband and I are both pharmacists and know that medication must remain at room temperature of 77 degrees, no higher. Last night I attempted to split one of my coated tablets and realized that the outer coating had melted off. If my anti-estrogen medication, Tamoxifen, fails to be active, I have a great risk of the cancer returning. This afternoon, about 2:00 pm, I walked into the house to a terrible smell today. The milk left in my children’s bowls of cereal had completed curdled due to the heat. My makeup is all melted. The children’s chocolate candy is melted and a mess in the cupboard. The window units have leaked on my floor and soaked through the carpet, pad, and surrounding items. My diabetic mother-in-law and diabetic/heart patient father that help us in caring for the children while we work have been unable to handle the heat in the house and we have spent over $300.00 on babysitting care from our neighbor. The customer service representatives and supervisors have told me numerous lies and inconsistencies, often times within minutes of each other, when I would end one phone and call back with another person answering the telephone. At this point, as far as I can see, my air conditioner will not be fixed in the near future. I live in Texas. Temperatures will go above 100 very soon. It is impossible to keep up with my household duties, let alone get myself and the children ready without drenching in sweat. We have been forced to cancel 2 very welled planned events that we host every year at our house because of the heat. One of Total Protect/CrossCountry’s service members compared their company and AHS warranty company to an expensive and cheap restaurant (theirs being the latter). Oddly, our services with AHS on our rental property have been much less expensive and nothing but the most exceptional customer services available. I am frantic, stressed, unable to sleep, and frightened that because of these anxieties and the lack of being able to store my medication properly, my cancer will return. In the past it took nearly six months to have our completely non-working stove top to be fixed with Total Protect. Why I didn’t switch companies at this time was due to the other factors and priorities in my life at the time. DO NOT SIGN UP FOR THIS COMPANY!!!!
I have used this service 3 different times and going on my 4th now.
The last time was for my washer. It overflowed causing it to flood my house. I had to file an insurance claim on my house and then called Total Protect out to fix my washer. A tech came out the next day but the part took 2 days. When the part came in another tech & replaced it and then realized there was nothing wrong with the original part in the first place. It turned out there was dust in a filter and this caused it to overflow.
He fixed this, wrote this up and turned it in to my insurance company. I was able to get my deductible back which I paid to my insurance company as a result.
The second one was my refrigerator and the technician was very nice and helpful. The first company was too far so they suggested I contact Total Protect and request someone closer which I did. This experience was very good. He came out the next day, fixed the problem within the hour and was on his merry way!
I cannot recall the first problem it was so long ago but it was another good experience too.
I am on my fourth service call now. It will be for my AC.
I have had no bad experiences with Total Protect. Whenever I have called Customer Service, they have been polite and helpful, even the time I could not locate my plan and did not have my number! Perhaps I just have had great people on their good days but I do not think so. I think this is a good company and I think you should give it a go!
I have had the dishwasher repaired 3 to 4 times, it is obvious to me it is no good. At 75.00 a pop-I could have bought a new one by now. I have had the stove repaired x1, the burners are on crooked now so it cooks unevenly, and it buzzes when turned on. I won’t have them repair it again; I will buy a new one. There service people they use are poor and don’t do a good job. I have had the air conditioner repaired 3 times!! I’m afraid I’ll get the reponse the gentlemen ahead of me got eventually. I have had a long hold time waiting for customer service.
They do not fix anything. Read the items they exclude. My furnace had to be fixed by my own serviceman. They do not cover nozzles!! and a lot more. I am cancelling my contract.
took over a month to replace a garbage disposal.
Total Protect/TOTAL RIP-OFF SCAM. Poor customer service, company finds every kinda way not to honor a claim. Argued with so-called supervisor back and forth over a claim. Again poor customer relations all around.
Our water heater has been broken now for 5 days. We called for svc on 5/5/10, the plumber came out on 5/6, advised us that before they could continue with replacing the water heater they had to get the approval from TotalProtect. We were told yesterday 5/7 that it would be next week before anything could be approved. In our case we have to have a permit, re-plumbing, etc. because when it was replaced in 1993 the prior owners replaced the unit themselves and did not get the appropriate permits. BUT why should we have to wait so long when the warranty co. could have approved this on 5/6/10 when the plumber submitted the issue. We will defintely be cancelling our contract. We have been paying for over 2 years now for this warranty service. Very poor customer service. My husband was on hold for over 25 min. yesterday trying to talk to a person!!!!
Call on May 1st that my Air Conditioner was not working. It took 2 1/2 days for a repairman to come and he did not have the parts. Came back the next day and said it was fixed. It was not and I ran it for 24 hours and the temp in the house only went up. Called them again and they came out and said it had developed another problem. How could that be, it never worked from the first time they tried to fix it. Now I have waited 2 more days for Total Protect to tell me what they plan to do. No help and I am an older lady and my house is at 96 degrees on the inside.
Don’t believe the positive ratings you read here. I filled out a postcard a year ago requesting more information about this company’s program. I never received any information and the company had no contact with me whatsoever. When I refinanced, I discovered that the company had been charging me $49.95 a month through my mortgage provider for a full year. I called them and requested a refund, which they said was “impossible.” I asked for the name of a manager at the company and address to write a letter. All I got was “Miss Maureen” and a P.O. Box in Fort Lauderdale, FL. They would not provide a last name, no mailing address, and would not write me an e-mail or a letter. They are hiding and a complete scam.
I have used this service five times, never had an issue. Their service reps were from national companies, were fast, thorough, and I am very satisfied. They followed through and I have never had a claim denied. Will continue with them for the time being.