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 … 18 17 16 15 14 [13] 12 11 10 9 8 … 1 » Show All
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….
After signing on to this warranty for a few months, our A/C went out Memorial Day weekend. Initially, customer service was helpful in setting up the claim and finding an A/C repair service. However, due to the holiday apparently no one could come out for a few days. The temp in our home was in the upper 80′s to 90′s, and since we have a baby we had to stay in a hotel. Two days later, a repairman came out the house, stayed very briefly, and said that he would have to send in the estimate to totalprotect. Well we had another couple of days of no call-backs from totalprotect or the repair people, and the repair people kept claiming that they did not know the model of our A/C unit and so could not order the parts (WHAT??) but were trying to figure it out. Totalprotect stated that it would be another 48-72 hours to reach a decision on our claim, once they received the estimate from the A/C repairman. We tried to explain many times that this was an emergency, since we have a baby and could not stay in our home, nor could we afford to continue to stay in a hotel. Finally we had enough and called a local A/C repair company. They came out the next day and repaired it with parts that were in their van. They also reported that the first company’s assessment of the problem was completely wrong, and they could not understand how they could not figure out what A/C model we had since it was labeled on the side of the unit. We paid out of pocket but were finally able to live in our house again. Stay away from this “warranty” company.
This is the worst service I have ever encountered. I am insured for my summer home, my northeast home and my parents. The service vendors across two states are the worst I have ever encountered in 40 years!!!
TS was advertised in monthly Countrywide/Bank of America mortgage bill. I have had TS for 2 years. First problem with dishwasher. They claimed they could not find replacement part and offered credit towards new purchase, (they do not send check to consumer ,but to retailer). I think the credit amount was too low for a comparable dishwasher. Second problem was washing machine. As washing machines get old, the tub will typically slowly rust along the center neck under the plastic agitator. The fix is just to replace the inner tub. (I know because I just finished replacing it). I told the woman at TS on the phone the tub had rusted in two and she said she would send someone from McKinney, TX to fix it. I am right in the center between Dallas and Ft. Worth and they can’t find a technician who will contract with them in the entire Dallas-Ft. Worth Metroplex? (Big Red Flag!) Technician comes out and says “it’s rusted in two and will have order a new one, that will be $75″. My contract price was $60 per visit, but TS failed to notify me of change. I get a call at 8PM that night notifying me of the fine print in contract that states any rust voids their responsibility for fixing product. I asked her why she didn’t tell me during my initial call-in so I would not have to wait 2 days for a technician to arrive so I could give away $75 for nothing!
I called for the second time to tal protect after having problems the first time and being told just to have my water heater replaced that the technician will have to tear my walls out and replace all the pipes for the water heater. He continued to look and say he had to fix this and fix that. Wanted more money to just to get some sort of valves and permit. I refused to have this technician nor his company to tear my house apart. Now we are having issues again and they are telling me that the warranty on my water heater has run out and is nolonger covered and want to give us 150.00 credit towards a new water heater that they are not going to pay for. So another dollar and another day and we are still going through this.
Like many others, we had been paying into TP for about two years because our house was going on 20 years old, and it sounded like a good solution for things starting to go wrong around the house. To make a long story short, when one of our AC’s stop putting out cold air at the beginning of the warmer weather, we called to have it looked at. Their contractor came out, said it needed a “line set”, so proceeded to do that. When he switched it on, the compressor completely shut down. The contractor told us TP would be replacing it. TP denied the claim. The reason given was because “the mechanical failure was due to a non-mechnical circumstance”. In other words, their own contractor caused it to shut down, making it not their problem anymore. I really want to expose them for the fraud they are. I may pursue a TV investigator. They shouldn’t be allowed to be cheating hundreds of people every day and get away with it!
Do not use Total Protect! Repair companies they contract with do not know what they are doing – many of them are rated on bbb.org as a D or an F. Total Ripoff is more like it. It would be cheaper to just have the repairs done rather than deal with this company!
Why am I spending $35/mo. for nothing? Good question – I could have used that money to purchase the HVAC I need instead of giving it to them. Or, I could have paid for the washer & dryer I had to buy eventually, instead of giving it to them. Useless.
This is the 3rd time i place a service call with Total Protect. The first two were problems with the garage door. Both times, door was fixed in a timely manner with no problems. This last time, there was a water leak in an water line located in the attic. I had water dripping in my master bedroom. I placed the service call and within 5 hours problem was fixed. No hassles whatsoever. I recommend this insurance to anyone despite all the bad reviews.
we rated poor because we did not know we had signed up for this. We have paid on it for 2 yrs through our mortgage. When they contacted us and said they would automatically renew our contract without any additional charge, we questioned it. They told us that my wife, Barbara Adams, had agreed to a 30 day sign up and it would automatically renew unless she cancelled it. She did not do this. We had no evidence of a contract and we figure there are many out there who are in the same boat. They refuse to refund our money even though we did not have a contract nor contact them when we had a problem with our appliance. We am somewhat disappointed with the bank who has evidently allowed them to call or contact their clients.
I think this company needs to check out the “contractors” that they have working for them.. Last Summer our AC went out in April and I called and made a claim. After speaking with the AC repair man while at the house to do a repair I was told he had to order a part and that the AC unit was going “out” and would cost us around $600 out of pocket to replace Paid the copay and he would not give us a bill of sale / repair (RED FLAG #1)… After several weeks went by and NO word from the repair man I finally had to leave him a nasty message I finally got a call back. He came out and so called put a band aid on it and charged me another copay??? and said that I would be lucky to make it through the Summer. When I asked how much to replace the unit when it went out the price went from $600 to $1300 (RED FLAG #2. I then started digging.. NO business license., and was working under someone else’s license. (which is legal in GA). I called and spoke with one of the Mgr’s and expressed my concerns and was very willing to work with me in getting someone else out to the house… After all said and done and a few e-mails, and phone calls we got our AC fixed!!!! I say check out who they send and STAY ON TOP OF IT!!! Just like car insurance and a body shop if YOU DON’T LOOK OUT YES IT CAN TAKE A LONG TIME AND YES YOU CAN GET SCREWED OVER….
i wish i had gone on line to check this company out before signing up with them. they were recommended by CitiMortgage (Citibank) so I thought total protect would by ok. they actually should be called total refusal! After making payments for over two years i had a claim I have had 2 claims refused in two weeks. they will nickel and dime you to death and find any reason they can to not cover you. DO NOT GO WITH THIS COMPANY IF YOU EXPECT SERVICE.
Ongoing problem with upstairs a/c since 5/4/2010. Still no resolution. The following is the history of my calls to Total Protect. It is one excuse after another. 7 weeks with no functioning a/c upstairs.
6/23/10 called back to find out status 850 am, no record of coming back out last entry was freon recharge. Asked to talk with supervisor – To research and enter into system, to get authorization to repair.
6/21/10 now they say the claim is for the downstairs, and the other claim is for upstairs. Calling authorization to enter diagnosis to authorize purchase and work. Called again in PM they had it in authorization on low priority, had them expedite it yet again. Different departments don’t hand off priority.
6/18/10 8:30 am. TP said account open by someone. Will call. Recalled at 9 pm. Have diagnosis but not in system yet.
6/16/10 Provider sending report to authorization. If no mechanical problem. Said they came out on May 31, but no one in my house recalls them coming out.
6/15/10 recall talked with manager, paperwork is mislabeled, talking to manager. Another excuse for incompetence. Supposedly expedited. Sharader cap cracked – service company sent no pricing. Talking to provider to get tech back out.
6/11/10 recall TP still waiting on purchasing
6/10/10 recall on a/c still having a/c problems Upstairs same claim. Told they would talk withsupervisor. Provider talking with technician.
6/9/10 recall on a/c still having a/c problems Upstairs same being expedited by customer service and raised to high priority.
6/3/10 upstairs a/c still freezing up and not cooling still having a/c problems Upstairs same claim number. Customer support said needs parts to be authorized for freon leak, cracked part, in purchasing Expedited
O5/12/10 still having a/c problems upstairs same claim for Downstairs New claim for downstairs. Will handle both repairs at same time $75 deductible for provider.
05/04/10 a/c claim on upstairs unit, freezing up and not functioning.
I am rating this company based on two separate incidents. I do not know if its the fault of TP or the service provider. In the first instance, my fridge brokedown. The service provider came after a few days, did not check out the problem, said a part needs to be replaced. It took him a week to get the part; he did not test the outcome and left saying the problem has been fixed. It wasn’t. TP sent a different service provider on complaining. The second time it got fixed, but I had to wait an additional week. Overall it took almost 4 weeks to have it fixed.
The second incident is a current one. My a/c is not working. It is now 4 days since I have filed the claim. No one has come to check out the problem despite being promised every day that someone will come. When I call the service providers themselves, they are unreachable. The only time I was able to get through, the provider said that they have not received the work order. I believe the problem is that TP contracts with some Pop & Mom shops, they do not necessarily verify the quality of service provided by these service providers. When you complain, they send someone else. They do not replace the parts with original manufacturer parts. Often the parts they use are after market parts. This is a problem as they do not have the same quality standards as the original.
Overall I am not satisfied with the service.
After YEARS of payments, I attempted to make one claim. My problem has NOT been resolved, their service has proven to be MEANINGLESS. Closed the account today. Please, don’t make the mistake I made: CHECK THEM OUT, before handing anyone one dime …
Frustrating! Repairman came for a second issue on my dryer in a month and was told to put a new motor in (No replacement for the 12 year old, rusted out dryer, since a $130 motor is cheaper). However, when he went to get their authorization , they told him my contract has expired and I’m not approved. I was on the phone for 1/2 an hour while the poor guy waited downstairs and finally got them to admit it was there mistake – however – they couldn’t give the repairman an authorization while I was on the phone, they’d have to call it in to his company. SO HE LEFT! I now have to reschedule another day at home to wait to get my repair!!!
I totally agree with people that have posted it comes down to your service provider not TP. If you have someone not professional and trying to get over it will be a headache!! My experience was great!!
I have had TP for almost 2 years and never used it until Monday 6/14. My AC was blowing inside of my home but the fan outside was not working. I called Monday, set up my service appointment for Thursday (today) and the AC service was complete today. The service provider wanted to come the same day I called but my time was not on my side.
The gentleman was very professional and informative. I did not feel that he was trying to get over or take advantage of me. I did not get that sinking feeling in the pit of my stomach that you sometimes get when some one is not being honest. I was very comfortable. He answered all my questions with no hesitation; gave me tips on self maintaining my AC and did not act annoyed that I was hovering over him. He even mentioned it would soon be time to replace my furnace filter.
The only reason I gave customer service 4 stars; I did a automated claim and my information was not forwarded to the service provider in a timely manner and when I called the service provider to set my appointment they had not rec’d any paper work. But one quick call to a real person and 2-3 minutes later the AC service company called to set up my appointment.
I paid the deductible and nothing more… I am VERY happy and no longer HOT and just in time it’s supposed to be another HOT weekend!!