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
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I have had TotalProtect (TP) for about just over a year now. I refinanced my mortgage this past month, and I did call the Citibank Customer Service line to ensure that my TP policy remains in force.
I read the reviews here just after submitting my first claim a couple of months ago, and was unnecessarily concerned over other people’s negative comments about TotalProtect.
First, I had a copper water pipe spring a leak in my dining room ceiling — on a weekend. The vendor (name & phone number provided by TP Customer Service) did not answer the phone when I called on a Saturday afternoon. (All of the negative reviews on this site came to mind.) But, I found my own vendor/plumber who was willing to come out to my house. And, the TP Customer Service lady quickly okayed this. I paid the $400+ bill on my own and submitted a claim via fax to TP. I was reimbursed the total amount about a month+ later. The worst part of the whole reimbursement process was the anxiety of wondering if I would be reimbursed or not (after reading all of the negative comments on this site). If I had to complain about TP over this claim, it would only be that no one from TP communicated with me to acknowledge receipt of my FAX claim. It would have been less stressful wait if TP had sent me an email or letter informing me that my claim was being processed. On the other hand, I remember the Customer Service Rep telling me that the plumber should call her after assessing the problem to get her authorization to proceed, but I forgot to remind the plumber to do this. And, the plumber didn’t make any call to TP to get this final authorization to do the repairs. My point is that TP kindly processed my claim without giving me a hard time over this. I would rate TP with 4 Stars here, but only for keeping my in suspense on being reimbursed. Otherwise, excellent service and response.
About a month following this incident, my Air Conditioner stopped working. I thought that it would have to be replaced, but it turned out to be a situation of lack of Freon. The service rep who came to my house was prompt and knowledgeable. If I remember correctly, I gave the repairman a $75 check to cover the deductible. All-in-all, I would rate this experience as a 5. (By the way, the A/C repairman did tell me that my A/C’s life is coming to an end, and it would probably die in a year or two. He forewarned me that when it does die, TP would ship a replacement unit to him or the repairman that comes to install it. I know that this shipping process will take a week or more; but, if this is going to save me $4000 out-of-pocket, I am willing to wait. (Knowing this in advance will make this procedure more bearable if this happens next July when the temp is in the 90′s.)
This company finds an excuse to not fix most items listed in the contract. Their customer service department is rude. I have been trying to get a refund for my last months payment which had been cancelled. There is not a manager on duty in customer relations, nor will any one in accounts receivable answer their phone. Buyer Beware!!!!!
AC went out and we called Total Protect. They say you can call at any time but the contractor they sent was available only ’til 5 pm and closed on Sundays. They diagnosed problem the first visit but couple of days later the AC was not working again. 2nd time, waiting period was longer and then they said it was a coil that needed to be replaced and waiting pd. would be 2-3 days. When T.P. representative was called, she suggested that we go out and buy window units until problem got resolved. She said that it was only a couple hundred dollars!!!! Again, AC went out within a week and this time they said they would be out first thing and they didn’t show up, when called they didn’t pick up. When I called Total Protect, they said they didn’t have a record of the 2nd call because we had to let them know first. When I explained that we called the contractor directly, she said they had to wait on the paperwork from the contractor. The run around with this company was awful. Reps. would hang up on me when I tried to find a solution to problem. They never said they would send a different contractor, instead they would put me on “hold” while they called the contractor. I knew they wouldn’t get a hold of them, so I finally cancelled my warranty without a solution to my ac problem.
Total Protect is absolutely horrible in claims denial. I, too, believed them to be a good company because why would SunTrush allow a bad company to piggybank on their good name? Wow.
My A/C had a maintenance check and they said it was a prexisting problem with a leak and they wouldn’t pay. Fine print on only covering one AC in a two-zone home. What a waste…. of course, I tried to cancel and was told I’d have to pay almost the same fee to “pay back” for the maintenance inspection that told me I had a leak they wouldn’t cover. AAARRRGGGHHH. I used to have 2-10 Home Warranty and LOVED them… but they canceled as I had too many service calls. Sheesh. Is there any other company out there that is any good? I just got an $1100 one-year estimate from Sears for a policy.
You people must be doing something wrong…
I’ve had a warranty with Total Protect for about five years now, and every time I call, I get prompt, friendly service. The repair people are always available, pleasant, and do fine work. The heat pump repair was great, the water heater replacement went off without a hitch, the guy that replaced my dryer motor did an awesome job, and I’m a very satisfied customer.
And why are you people paying so much? My warranty is $37 per month with a $60 deductible.
Do not waste your time or money. The customer service and follow up is poor. I waited 2-weeks in the dead of winter for my heat to be fixed because Home Protect wasn’t able to facilitate good communication between myself and the servicing company.
Now I’m dealing with an A/C issue and after over a week and a half of me trying to track agents down and receive ample follow up, I am told that my claim was canceled.
Your issues will not be fixed. They will take the cheapest way to bandaid a problem. Follow up doesn’t exist. And the customer service reps could care less about you and your family.
I received a call from a Wells Fargo Bank rep who said they were offering a home (appliance) protection plan to bank customers, and after being unable to get off the phone, I accepted the receipt of the service contingent upon receiving the literature. I never received anything from them, and never realized I was being billed for the service until I received a notice of expiration. Coincidentally, my refrigerator stopped working. I called their office number, told them I didn’t know I had the service, requested I be sent the contract terms (which they agreed to and never sent); and then submitted a request for a repair on my refrigerator. The repair service (Appliance King) came out promptly, collected a check for $75 (deductible), diagnosed the problem and informed me they were ordering three replacement parts. A month later, my refrigerator still isn’t fixed. First story from AK, the three parts came in but one was incorrect, so that it had to be returned for replacement. Second AK story: all three parts were in but they needed to find a time to do the repair. Third AK story (yesterday): the parts were never ordered, but Homesure was notified and agreed to authorize the parts replacement. They expect to receive the parts in 3-5 business days. First Homesure story: AK is a very well regarded appliance repair service. Second Homesure story (after I complained that AK was not returning my phone calls after hearing nothing for 3 weeks): They never ordered the parts from us. Third Homesure story (after I complained that AK hadn’t returned any of my calls): The parts have now been ordered. Fourth Homesure story(after I complained that AK hadn’t returned any of my calls): The parts are in and they are going to schedule an appointment with you. Fourth Homesure story (after I complained that AK hadn’t returned any of my calls): Identical to the last AK story. Exasperated with Homesure (not soon enough), I told the person who told me the last Homesure story this and who also told me the conversation was being recorded, “Let me tell you the conversation you will be recording from me next week. I will call to tell you that my refrigerator has not been fixed and that I have been given another excuse by Appliance King. And you will reply that you will call them and let them know they need to ACT. And I will tell you that I am fed up, and like most of your other subscribers, have given up, contacted every consumer complaint organization I know of (with no possible chance of redress), canceled my contract with you, and bought a new refrigerator. In other words, basically, these people are crooks, and shame on Wells Fargo and Bank of America (another bank sponsoring this service) for not properly vetting these people and besmirching your own reputations (further).
Follow-up from my previous post. Sears has canceled the appointment once more – that’s 3 cancellations. Sears is now HomeProtect’s approved appliance repair in my area – I have dozens I could call but can’t.
That’s 3 afternoons that I’ve scheduled to be here but they have canceled the appoint again for some reason. HomeProtect is nothing but sympathetic and patronizing when I telephone them but they do nothing!!!!!!
Between Sears and HomeProtect – stay away from both of them and take your chances with another local reputable appliance repair company.
My appliance has been down more than a month (no real idea when it will be fixed either) – I could have called numerous local companies who would have had it up and running in a week.
The customer service at HomeProtect does not follow up whatsoever. Yes, they take your initial telephone call when your making claim – that’s about as much help as you can expect or will get from them.
Warning – DO NOT sign up for their insurance program. As soon as my dishwasher is fixed I’m opting out immediately!!!!!!
I gave them till July 13th to have it fixed OR I will have it fixed by another local company and sue them for the costs thereof.
They have no complied by/with their contract and have not been diligent but completely dilatory in their actions.
I will follow-up once more if I do file suit against them and inform you of the results.
We have 2 ac units and they both went out at the same time. Come to find out Total Protect will only cover one unit. I could not believe it. When I signed up over the phone I was never told you have to pay additional money to cover the second unit. On one forum someone said this-
“well, as being contractors for SEVERAL home warranty companies, ALWAYS, AND I MEAN ALWAYS READ THE FINEPRINT IN YOUR CONTRACT…OTHERWISE , WHO CAN YOU BLAME BUT YOURSELF. Some really good companies that cover all aspects of all problems would defintly be Old Republic; American Home Sheild and 1st American Home Buyers Protection. AND ALWAYS ALWAYS be cautious, google them…duh!”
From what I have read here I think there is some scam going on with TP and their contractors.
Total Protect took my word in advising them that I was a CHF patient near death and had to have my A/C repaired quickly. The system was ordered, but sent by common carrier, to the dealer. They received the units and parts on July 1, 2011, but weren’t too eager to start a new job before the 4th. I called T/P back and they came on the 3rd of July to install the unit. Right out of the box we found that our out of pocket costs had went from $287 to $409. The line set had to be flushed out with a chemical that they had with them, rather than slide a new line set
into place. I found the line set that came with the shipped parts outside, had my wife go get a lable off it. They tried to explain that that was just one that they carried with them just in case. Now here I had paid them over $200 to repair my line set when the T/P had sent a line set to go with the new unit. That kind of box does not stay new long when being transported in a truck or van.
These two men have a big suprise coming July 5, 2011. The Sheriff’s department will meet them with a warrant for each for theft, embezzlement, and elder abuse.
I think basically they are a scam and I will be filing suit against them shortly or in the very, very near future.
They used to be much better when they used small independent service contractors. That has changed and now they have gone with Sears or a division thereof and they are terrible. We have a dishwasher that broke down almost 1-1/2 months ago. It took a week and a half before a service technician could come and look at. They think the found the problem and ordered the part – another 10 days. Then when it came they scheduled a time for the service technician to come fix it – we took the afternoon off. Sears even called to confirm the appoint the day before. On the day they were suppose to repair the dishwasher – they called to say they couldn’t come and want to reschedule out another 2 weeks. Just unbelievable!!!!!
Yes, the company takes your telephone call – completely patronizing the whole time. It’s their responsibility to get the repair fixed in a timely manner which they don’t.
As soon as the summer is over – I’m dumping them for the high cost (I believe $50.00 per month now). I and you are better off just replacing whatever it is that breaks then using this company – you also have to pay $75 for the first repair call.
Total fraud I live on the beachside in florida and as you may know things rust here much quicker by the ocean, Well I called to have my ac fixed, Finally a week and a half after they sent somebody out to look at it, They said they would’nt cover it because it had some corrossion. Well of course it did. But they offered to fix it anyway for $450. What a rip off I called someone else and they did it for half the cost and did better work! Do not buy this protection they will find a way out of covering it if they can
Called on a Saturday to ask to have my AC looked at as temp would never cool below 86 or 87. Waited until the following Tuesday heard nothing from TotalProtect, called back myself told contractor was called, got the number of the contractor called why they hadn’t called and said they were never called. Contractor came out next day Wednesday, found compressor was bad, left system running but blowing hot air, when called company they said we shouldn’t be using it, no one said anything. Waited two days to hear from TotalProtecdt with no calls, called late Friday and told they hadn’t received report yet. 2 hours later received a call that repairs would be made in 2-5 business days. Asked to talk to a supervisor, she sounded like a broken record player, “well the process” repeated after every sentence. Told her I would be contacting BBB and States Attorney. well today is Monday came home found out the Contractor showed up today with the part that was going to take 2-5 days to ship(amazing how it appeared 1 business day later) and repairs made. Worst service ever, good thing it wasn’t plumbing, be without water for ten days based on this first time using the service.
I must give kudos to the owners of this site, who try to keep everyone open-minded about the reviews posted here. However, after reading the reviews, I would have to say that they pretty much match my own experience. Shady contractors. Crazy stipulations. And piss poor customer service. (Mind you, customer service is great when you’re paying the bills. But when you’re talking to the person who the service contractor calls, the manner in which you’re spoken to plummets). As far as my own story goes, I actually came on this site because I am looking for a new home warranty company after my experience with Total Protect. After about a year with the company, I called them to service my garbage disposal and my toilet. The repair technician came; flicked out some old corroded parts onto my counter from the sink; called up the warranty company and said it wasn’t working because there was a bone in the garbage disposal. There was no such thing there, nor was I shown any bone. Moreover (and this is my own personal opinion) I’m not sure how a bone would stop the functioning of a garbage disposal unless it was something as large as a drumstick bone or a rib, which is just ludicrous–who would put those in the garbage disposal?!!? Anyway, when the warranty company received that report, they said they would not cover the repair. So, on top of paying the deductible, I had to pay to have the contractor “fix” the garbage disposal AND some extra repairs he did to my dishwasher that I thought he was doing out of generosity (since I never asked for him to do it). But when I got the bill, there were charges there for that too! Then the contractor went to look at the toilet and in the meantime broke the toilet seat cover. The contractor said that the insurance company was only was going to cover the cost of the toilet seat and not the toilet cover. (Who does that??!?) Thankfully, I was able to tell them that it wasn’t me who broke the toilet seat, but their own service tech. To that end, they murmured an “oh” and made sure to include the toilet seat with the repair. This whole process has utterly disgusted me in the way this company can be so petty about what they choose to replace (even though I had “TotelProtection” coverage). Bogus. I say do what others suggest and save your money and take care of it with a reputable contractor you can trust.
i guess my previous posts are not going to be displayed…any how. day 21 still no air conditioner. lone star heat and air is apparently in a different time zone,because they have not been on time for any appointment they have made. 21 days of no house to live in because of the Total Protect home service plan. avoid these people like the plague. as well as lone star heat and air.
My contract # 59701817
My air handler had leaks that need a replacement. They only replaced it without changing the heat pump after many calls to request the servioce. As a result, we had with mitmatch unit. We had it replaced in late Fall 2010. We did not enough time to use our AC for follow up. In April 2011, my heatpump’s compressor was shot. I don’t know it was a result of mis-match unit case or not. I made a claim but they flatly denied my claim base on an assertion that my unit was rusty and corrosive based on commnet made by the technician. They said they will not do anything for me because of the unit’s condition…! This was an outdoor, 18 year old unit. Of course, it should be old and rusty. Who can keep this type of equipment in a good shape for a claim? We had to replace a same model heatpump with the help of my homeowner insurance. Of course, we had to pay a large share of the replacement cost, because homeowner insurance prorate claim based on year in service. TOTAL PROTECT only want to collect your money not providing TOTAL PROTECT as they promised. I plan to sue them at small claim court and willing to join any class action law suit in the future.
I have Total Protect Gold almost a year now. I have been satisfied with the maintenance visits that I have with them till now. I have an AC problem so I called Total protect confident that whatever problem I have in my AC will be fixed. They sent a “professional” to see what the problem might be. I paid the deductible of 60$ and was told to wait for the insurance company to call me before he could do anymore work. Worried with my baby, I have called the insurance company to expedite the repair of my AC. I have called the customer service repeatedly. The first two times I called they told me that they are still waiting for the report from the contractor before they can finalize my claim. They have given me timelines and promise me quick action on my claim because it is considered “emergency”. I never got any call from them to tell me what’s happening with my claim. I am the one who religiously call them to follow up on my claim till they told me that they have received the report from the contractor and the repair is not covered by the insurance. Apparently, the contractor reported that the “evap coil” is not installed properly (?!!!). I have asked them if I could get another professional to look into it because I doubt the other guy’s report. They told me I could get another person but if it’s the same diagnosis, they will not pay. I have called another contractor, he checked everything and told me that everything was installed properly. He did not see anything wrong in the evap system. Actually he doubted if the other guy had looked into it because he said it was all sealed. I called Total Protect and informed them of this diagnosis. They told me that I could fax the report to the authorization department. They still will not reimbursed me the expenses I have because the works I had done on my AC was unauthorized. It was so frustrating dealing with them. really considering if I really need a home warranty insurance. I guess I will be shopping for a different home warranty insurance once I decided that I really do need one.
OK so apparently 17 days will not be enough time to fix my a/c. even though they replaced the whole unit…inside and out. i spent 14 hours laying in my room while thes guys installed the inside unit. they even had to use some of my tools. they said they would be back monday{to finish} i swear i think i could have installed it in less time.by the way it was 103 degrees today with a heat index of 107 to 109wish i could afford a lawyer to find some justice in this country. good luck if you get this company or these {repairmen} youll need it…p.s. i notice they didnt use my previous post.
in their defense…they did replace my a/c unit. it only took them 17 days to do it. heat indexes 107. if you have the time and can bare the heat they are great.need a sarchasm font. the guy has been here 7 hours at a time. not every day. but this day is far from over. was told he would be her at 8 or 8:30…10 after ten. the other day was told 2:00 pm he showed up at 6:30. you get the picture. luckily i have a fractured disc in my back and cant work for a few weeks.spent monday thru friday with a goooood friend. any way you be the judge.my self im not a fan odf lone star heat and air or total protect.
Cross Country Warranty company is absolutely the worse service provider I have EVER encountered. Basically, they just took my monthly payments and NEVER provided ANY required services as needed. DO NOT GO WITH THIS PROVIDER THEY ARE ROBBERS!!!!
Gee, from reading all of these post, sounds just like my complaint! I have used this company four times in the past 15 months. Everytime, the list of repair companies given to me were either not servicing my area or never call back. I had three out of four service men tell me the same thing. This company is horrible, don’t let them order the parts and NEVER will they replace the item that is a problem.
Nine days ago I called as my central air was not working again. Last year this time was a similiar problem. It is now nine days later and my central air is not working. My temp inside is 89F degrees and outside is 100F. The company A-N-L Thermo Technologies who is supposed to fix my air had to order a part. When the part came in, they realized another part was needed. I can understand these problems come up and are unforseable but this company shows up at 10:15pm at night and never seems to call when they are delayed or don’t show up for five days in a row without a phone call. Today, it is now after 5p and I was told that the technician would be her between 11-3p. No call So when I am finished with this posting, I am reporting both to the BBB! Oh and cancelling my contract with Total Protect Home!
This policy has given me only frustration, waste of money and time. I would never recommend this company to a friend. Sure, they are only interested in collecting monthly bill payments. When it comes to providing services, it is a BIG ZERO. They find the cheapest contractors in the area that never show up after appointment or just don’t bother to contact. What a great job they are doing in “protecting” our hard-earned money!! Thing that hurts most is Regions Mortgage recommended this Total “Perfect” insurance and since enrollment automatically deducting premium for them. Therefore, Regions Mortgage are equally responsible for my loss. DO NOT PURCHASE THIS PLAN. I am canceling.
Every claim was sent to some no name repair place that either never showed up or showed up, took the deductible and was never heard from agaain. They use small mom pop places that need any business thrown their way. They have inexperienced, low pay service people. Then if they do approve a repair the company has to wait for total protect to ship them the part because they buy thousands of them while the small service company can’t get the same pricing. Final straw is when they denied a claim based on a worn out part causing by copper condenser to rust out. The copper rusted as a result of another part rusting out and leaked water on them. It’s like if your car insurance said your car crash was the result of worn tires. therefore we aren’t paying to fix your cars. You should’ve had more tread on your tires.
Look, you are probably like me, thinking that if it was advertised on the Bank of America or Chase website when you paid your mortgage, that Total Protect must be legit. It’s not. They will deny you, end of story. I really wanted to believe that their “affiliation” with BoA implied some sort of legitimacy, and I even thought the reviews on here were crazy, that there was no way it could be that bad. Lesson learned: listen to everyone on this site. It is as bad as it seems. Not only will your claim be denied, but it will be done in a comically callous fashion; I kid you not, the guy laughed as he told me it was denied. There is no recourse, and you will lose your money.
My chief complaint about this company who ive been a customer for over five years is this..we put in a claim for our A/C unit and the technician that looked at it told my wife who is five months pregnant that it can be fixed but will be sometime next week and this happens to be on a friday before Memorial day weekend and that he could put some coolant in it to keep us cool until then but that total protect would not authorize it so he left her in a house that is at 95 degrees in temperature. The technician said that they told him it will leak out anyway so dont bother but he told my wife that even though that is true it would not leak out before he could get back to work on it and that he would be pissed if it were his pregnant wife!! and believe me I AM! I will be shopping for another home warranty provider in the very near future!