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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Without hot water for over 3 weeks while they “processed” my claim. Completely useless.
I have this policy for over a year. I have done one previous claim on my microwave and the repair was quick and I had no issues. My washing machine is now broken because of a broken screw. The screw breaking caused major damage. The repairman recommended replacing the washer because repairs would be over a $1,00. The company has denied the claim because they say they do not cover springs. I do not expect them to give me a washing machine costing a 1,000 dollars but I do expect a replacement. I have cancelled my membership. Make sure you understand your coverage. The customer service people are very friendly unfortunately this coverage did not work out for me.
If you spend 1 penny on this company, you will never see ANY return….. IT IS A FRAUD!
I repeat IT IS A FRAUD!
They will never repair or replace anything
We’ve had this service (paid for it) for 11 years. This summer our A/C went out on July 3rd. We called and got the very nice folks in customer service who are totally useless. They promise, promise, promise. They send out incompetent technicians. It took 3 weeks, 4 and 5 phone calls a day, tears, anger, frustration, and $500+ in out of pocket expenses to get the parts replaced that need replacement. It was 103 to 105 degrees every day of the 3 weeks.55 days after it was finally fixed, it was discovered that one of the parts was not properly installed so the unit inside the house started freezing up. Back to Total Protect to find out they really don’t warranty the work of the technicians they require you to use. Fortunately, the service company did warranty their work and fixed it again.
Word of advice. These people are a rip off! They will make promises, lie to you, and take your money and you have to fight for every little repair. Not only that, the longer you have the service, the higher the deductible. You would think someone would look into this kind of unethical business.
I’ve had Total Protect for just about 3 1/2 years. This would have been my third time using them. The first time was an electrical issue with a blown breaker. They were responsive and it was resolved quickly with just the deductible and the one visit. The second time was with my dryer. The claim dragged on for over a week if I recall correctly as the claims department debated internally with whether to repair or replace. They decided to repair and it has worked fine since then. Recently my AC went down. This has been a fiasco. In South Florida, it is hot – an AC unit is necessary, not optional. The first company they called was non-responsive in calling us back until we called the warranty company back for the third time. The second company they called – yikes! Told us our compressor was broken and our air handler worked fine. Truth was, our handler was broken and the compressor was fine. Total Protect offered us a $665 credit to replace the compressor but that we would have to pay $2k and change to replace the air handler as that wasn’t their responsibility as it wasn’t broken. We called another AC company who came out and showed us, not told us but showed us our compressor was not broken and our AC handler was. Called the warranty company, asked them to send someone else out, they told us they would (now on day 6)but the next day when we still did not receive a scheduling call I called back and was told we were misinformed, they would not be sending anyone else out. They also told me I had the option of having the first people come back out (who I specifically requested to not have come out as they were so clearly off-base, even to a lay person)or moving forward with the repair. We decided to call an AC guy not affiliated with Total Protect and had the unit repaired for 10% of what it would have cost us had we gone with Total Protect’s option. We are cancelling today. Unfortunately, we have paid them for over 3 years at this point. Wish we would have caught on sooner. It’s tough to realize what is going on as they are so nice on the phone. Really, the only red flag I had was with the supervisor I spoke with who told me I had been misinformed. It’s a shame because it could be a great product if it worked the way it is supposed to.
Purchase a new house and my AC unit went out. Purchase Total Protect from BOA ad sent. Company came out and put some feron into the system. Their was a leak in my system. I call back the company… they came back out and saw that the whole system needed to be replaced. Total Protect approved the job… they place the entire AC system. There were some hiding cost that I did not care for.. but hey I got a new 2500.00 A/C system in my house. I’m happy.
I have had a claim open since March (it is now October) to have my washing machine repaired. I have had multiple repairmen out to my house to fix it. On two different occasions, the repair company never showed up for the scheduled appointment that I had to take off work for. One company said that they fixed it but it was still broken. The next company took the machine for a week and still did not repair the problem. I have had two other repairmen since then but the warranty company refuses to find someone that can actually repair the problem. I have requested that the machine be replaced since no one can repair it but the warranty company refused. I wish I knew that they would never fix it, I could have spend the forty dollars a month I have paid to them since March and bought a new washer. This company is the WORST.
This outfit is a piece of work. It’s fascinating that the BBB gives them an A+. Let me share our story. My elderly mother has their “premium” plan. She decided to take advantage of their maintenance program. Basically, they have certain household items covered during certain months. These items have no deductable. They come out to ensure the item working, you know…help with maintaining the item. My mother had her gas heater serviced. The first contracted company made an appointment and never showed up. My mother called them back and was assigned a new case number, this time under a regular claim, not the “free” maintenance. When she called them back to find out who was coming out, she was informed she needed to pay. After arguing with them, they gave her a new case number, this time showing it was a maintenance claim, no charge due at time of service. Well the new contractor showed up, armed with an attitude, did the work and left. Before he left our driveway, we noticed the furnace making a weird noise, we got him back in the house. Unfortunately at first it was silent, then the noise was back. He noticed the electrical wire was rubbing the furnace (gas furnace, nice huh?) He fixed it. The next day it made more noise. We called them back and they would not come back out! We had to call Homesure back. Long story short, they wanted to charge us, then…told mother it was not an emergency. I ended up getting on the phone asking if they were trying to take advantage of an elderly woman. Would they want an electrical wire hitting their gas furnace?? After the worker spoke to a supervisor, I was told they were making a “one-time exception” and they called the contractor. We received an appointment for the next day. I am beyond disappointed with this OUTFIT. Surely this company lacks integrity. They hire people without common sense on the front line. I don’t care what BBB says, as they claim people dont read their contracts. Their poor service has nothing to do with not understanding contracts. I’m an educated woman, I understand contracts. This is not a contractual issue, but this has everything to do with a lack of integrity. They use contractors that don’t care, just want money to do a poor job and not stand behind their work. Side note, the contractor said on the invoice the furnace was in “fair” condition. This furnace is only 2 years old. Might they be trying to make an excuse for any potential problems due to their poor service. I dont trust them.
Sorry company service providers are worthless. This company hires fly by night technician who only care about collecting the $75 deductible. I would never recommend cross country aka total protect gold to anyone for a service company worthless and a waste of money got an excuse for everything and when you try to cancel they try to charge you a cancellation fee.
I just got the Total Protect Warranty service two months ago. They are very friendly but not upfront until it is time to pay a claim. I called to get a maintenance service. I specifically told them that the lights in the exhaust above the stove do not work and would that be cover under electric or that appliance. They told me that it will be cover under the appliance. After coming out and checking everything, the worker stated that he would file a claim for the exhaust. A week later I find out that he never filed and TotalProtect stated that since the exhaust part works and the lighting is not covered. I explained that the light bulbs were changed and it still doesn’t work so it is part of the system. They refused to cover it. This is just a sign that things are going to go south everytime I put in a claim especially after reading everyone else’s reviews. So cancelled!!!
After being with Total Protect for a couple of months, I realized I never received my contract in the mail. I called to request it and to see if they could send someone out to check some of the lights in my house (the home warranty company I had before offered preventative service calls free of charge.) They told me that I wasn’t covered for those services but that I could place a claim on my lights that weren’t working and just pay my deductible. I told them that was fine and they gave me the number of an electrician and my claim number. The electrician came the next day and I found out that my warranty doesn’t cover light fixtures (my transformers were out) and I still had to pay him the deductible. So I pay $42 dollars a month for Total Protect, I just dropped $65 on the service call, and my lights are still broken. Is there another warranty company that will actually tell you on the phone whether or not they will cover the problem before they send someone out? I will definitely be canceling my service.
Pleasant phone communication, reasonable response time. That is it. I had air conditioning issues, first set of techs said my filters were too efficient. Know that was bs I hired my own choice of company and $355 dollars later it was working. Second time I called their choice of techs said I had too much freon despite the fact that the system had just sat fallow through winter and spring. They actually bled some off. After they left, me minus a $60 dollar per visit payment, I went into the attic to check on how additional insulation installation was going and found the attic cooler than the house. There is a leak in the line that blasted me at the top of the attic stairs. How many visits with how many $60 dollar payments does it take before this company gets it right?? I have a $400 electric bill for a house I kept at 85 degrees. I only recommend this company if you feel your stress levels are too low.
Sept 2011 – We are currently going on day 9 without a repaired air conditioning unit 3rd claim for this piece of machinery. In my opinion out of the 9 days looking back on all the finger pointing we lost 5 of the 9 days while under governorship by Total Protect / Cross Country. Although they tell you they have authorizers who work the weekends, no one addressed our problem over the weekend. Their system history of a key maintenance visit (they originally dispatched)for our AC unit is conveniently missing and incomplete, they claim they never authorized or approved the work that we know got done last year. We had to prove that the company technician Total Protect dispatched to us in May 2010 actually showed they performed work (this was key delay leading into weekend). Even as this claim progressed this company does not seem to have a sense of urgency for restoring AC service in Florida September heat even after ongoing delays did they offer an alternative for us (hotel room not covered, rental AC unit, not covered). When I asked they said I was welcome to take those actions but it wouldn’t be covered. The work we have to have done (3rd claim same unit)is to replace fix a problem technician created back in May 2010, there are costs that are not covered in warranty policy which I normally wouldn’t have issue paying. However being expected to pay $150 on top of my deductible for work that was result of error on part of technician Total Protect dispatched to us last year just adds insult to injury. I asked them to pass of the costs to the original company that installed the motor & fan incorrectly, they (manager)declined. Their only offer was to return this visits deductible which does not cover the cost of the disposal fees required to restore service to us. Please do your homework in shopping for a warranty company, it might just be best to take the monthly $ that you would pay for an annual premium for those rainy days when your appliances / AC need work, I am not sure it has been worth all the $ this company has gotten from us over the years, and the handful of claims we have made. Buyer / subscriber beware. I will say the customer service personnel seems thorough in updating the records from each time customer calls in, I didn’t have to repeat pieces on this ongoing saga between one call and another. That helped despite the tenseness of situation.
We built this house 4 years ago….new everything, including 2 AC units. Woke up one morning 2 weeks ago to no air downstairs, so we called this company that we got through US BANK where we financed our house. We’ve been paying $37.95 a month and have never had a claim. Getting ahold of the company was no problem, but getting a tech to come out here was a different matter altogether. It was the HOTTEST day we have had…103 degrees…and it happened on the Friday before the Labor Day weekend…nobody would come out here on Friday as they were “too busy”..then it was the 3 day holiday..nobody came on Tuesday either, but they did call and say someone would be here on Wednesday. A tech came and fixed the problem in just a few minutes…he had the part it needed on his truck (capacitor)….very nice guy…no complaints there. But this wasn’t the repair service that your company told us was coming here…but the fact is we went for 5 FULL DAYS of no air conditioning downstairs. They said we weren’t considered an “emergency” because we had air upstairs (in bedrooms that we don’t even use very often). We were not happy with the company’s response at all. But the price of $60 for a service call (quoted on the brochure)had gone up to $75 and we were never notified of this increase. Overall we were not pleased….felt like we were getting the old “run-around”. But we have NO COMPLAINTS with Sollinger’s Repair Service that came out here and fixed the AC unit.
Total Protect has loopholes in their contracts so that what may cause a failure is not covered. Example – we have a refrigerator that has a bad seal on the freezer door. It was noted during the “Gold Plan” inspection. I called Total Protect and was told it is not covered. If it means the freezer does not work and either the seal or now most refrigerators would require the replacement to the entire door because of the way they are constructed, the cost is not covered. Thus we are stuck with an inoperable appliance that will not keep food properly frozen. I priced the door. It is a third of the price of a completely new similar refrigerator. The logic is replace the entire refrigerator as it is old. The warranty cost then is a complete waste.
Replacements will only be at the lowest cost item available. Example – we had a toilet that had to be replaced. Total protect would only pay for the cheapest “contractor grade” toilet on the market – not an “American Standard” or “Kohler”. I agreed to pay the difference for the toilet itself to get something other than the crap (sorry for the pun) they wanted the service provider to put in. Then I got the bill. Total Protect refuses to pay for the incidental costs of things like a wax ring to seal in the toilet, the bolts to hold on the floor, or the labor to install. For a difference in cost of $40 dollars between the actual toilets, I have an out of pocket expense of over $250 dollars.
Read the fine print and do not believe what their representatives tell you. You are better off self insuring than using Total Protect in my opinion and that is why I am cancelling our contract. I will also make it clear to our bank, US Bank that we are not pleased that they are marketing Total Protect to customers.
Well thankfully I did not pay for this home warranty it came with the house(freddy Mac) and Yup you guesses it the air went out on Monday (9/12/11 called they cam out Tues and said the needed to get authorization to fix… they have the part to fix it but HP said their cost was to high and that they had to send a new part. Today is Friday it was 95 here in Florida and 87% humidity. Now they said that It will take 3 business days to get the part so no air until Wed. I am at a loss at what to do. I really don’t have the $ to buy a new unit (if that ends up being the problem) and think I should go throught the process but I forsee major issues.
We’ve had this service on our California home for over 7 years. We’ve had a couple of minor plumbing issues that were taken care of, but the time lapse between actual “claim” call and service is ridiculously long. Currently we have a major issue with our AC and come to find, after two weeks of run-around, that there is a “cap” on the coverage for this appliance. When the policy was purchased, we were told that appliances such as AC would be covered in full. As recent as a year and a half ago, when we were thinking of cancelling the coverage, to cut expenses due to a lay-off, we were assured that the money was well spent because of the age of our house (approx 30 years) we could rest easy because, in the event of a breakdown, these major appliances would be repaired or REPLACED for just the co-payment amount. We elected to go ahead and keep the policy. Now we have a 4 ton AC unit that needs to be replaced at the cost of $3,000.00, and a “TOTAL PROTECT” policy that will only pay $1,000.00. How is that TOTAL PROTECTION? It should be called “BETTER-THAN-A-SHARP-STICK-IN-THE-EYE PROTECTION”. Naturally, the poor saps in customer service are very polite and try to be accommodating. The person I talked to said, because we had been with them for over 7 years, he could change our policy to the “truly full” coverage (TOTAL PROTECTION GOLD). He would enter all the history of the current claim into this new policy (now $54.95/mo. as compared to the $34.95 we were paying through our mortgage)and all I had to do was call in 24 hours to make a new claim. After extensive discussion I was assured that this new claim would be taken care of, and our AC unit replaced without further delay, and at no cost but the now $85.00 service fee. Since we do not have an extra $2,000.00 with which to take care of an expense we never thought we’d have, I agreed to take a chance and TRUST that TOTAL PROTECT would actually totally protect. I paid the $54.95 via credit card in good faith. Low and behold, a few hours later, I received a call back from that customer service agent, stating that his bosses would not agree to honor the claim with the new warranty. I asked to speak to his boss. He said that his supervisor would call me back within 24 hours. It’s past that time and no call. This experience has been a complete circle-jerk for the last two weeks. In this economy TOTAL PROTECT keeps taking our premium money, yet they expect us to buy in to their idea that “Total Protect” is “protection” when the warranty only pays 1/3 of the TOTAL COST to replace a unit as costly as a central air conditioner. If, when we purchased this said “protection”, we had been advised of these caps, there is no way we would have purchased it. It is deceptive, and a company that has a mind-set that this is a good and fair business practice is evil. If you are approached by a representative for “TOTAL PROTECT”, run screaming in the opposite direction!!!
Total waste of my hard earned money.
Refrigerator went out, called “Total Home Warranty” for three consecutive days requesting service.
Repair guy finally shows up at 9 pm Saturday, his diagnoses is “Compressor is burnt out due to neglect and lack of maintenance” and shows me a 1” square “or less” of dust built up on the top left side of the condenser. Repair quote is about $1,200.00 for a new compressor plus labor.
Called Total Home Warranty and asked for a second opinion, I was told they were not going to cover my repairs due to lack of maintenance.
I called a different repair company the following Monday morning and they were there by 3pm same day.
Refrigerator was repaired and running in 15min same day @ a total cost of parts/Labor $350.00
Plus he let me keep my old part a PC Board that was replaced.
• “Total Home Warranty” POOR SERVICE POOR COMPANY PLEASE STAY AWAY AND FIND A REPUTABLE COMPANY TO USE.
call in a claim was told a company was coming out they showed tp did not like what they was told . sent new company out said unit needs replacement . was told by total protecion that i had rust in heat unit so it would not fix . this outfit is a joke do not wast your money
I am unable to give this company a lower rating but they deserve all ZEROs! Horrible company that has at least 10-20 different names – DBA aka: Cross Country Home Service, Home Protect, Total Home Protect, TotalProtect, HMS Nationals, Inc, HomeSure of America, Haa of Virginia, Home Warranty Service, Countrywide Insurance, Central Protect Home Service, HMS Alabama/NW Florida, Total Protect Cross Country, HomeSure Service, Inc., Home Sure of America…plus others, I’m sure.I believe this company is a fraud/Scam.
The contractors they use never return phone calls or emails, so why bother?
The good news – it was easy to get someone on the phone. The bad news: we had to get someone on the phone just about every day for ten days. Our AC failed in August. A technician was able to come to the house the next day, which wasn’t bad. Then things slowed down. Another day for the tech to file his report. Another day for the company to consider the claim. A few more days for the part to be located and ordered. Then a few more days before it could be picked up. Then a paperwork snafu with the pickup. So my big complaint is the total lack of urgency. In the end the warranty worked, the tech was a pro, but I don’t know why the company drags its feet. There has to be a cost to me calling customer service every day and for all these negative reviews.
Furnace broke after 6 months of premiums. 4 days and counting. Lots arguing no results. Their own repair man saidbi need a replacement and they wouldnt do it. He also reported our NATURAL GAS furnace is in a dangerous state. They told me he asked to be reassigned! Who lies to customers like this! Rip off!!!!! Write the better business bureau if you experience anything like this! They need to lose their rating so people don’t continue to get ripped off! Shame on them and shame on citimortgage for letting these companies rip off their customers. Just bad business!!
I’ve been having this home warrenty for 6 1/2 years. My A/C stop cooling 7/29/11, called Total Protect & as of today 09/08/11 I still don’t have air!!! I’m on the 3rd company with Total Protect. This is awful, this company doesn’t want to help there customers. They sent refurb parts to use to fix the problems & those parts don’t always work. My unit is only 6 1/2 years old, I purchased my home new so the unit shouldn’t be having that many issues. I will not recommend Total Protect to anyone. What a waste & why would any mortgage company refer them to you unless of course they are getting there cut out the deal.
This is the third time this year that we have had a problem with our a/c unit. the first time the upstairs unit had to be replaced and it took a week to get someone out to do it and I was seven months prego at the time and 107′ outside so we had to pay for a hotel room until the unit was fixed, so I thought! three weeks later I wake up to a hot house and call again and the first company that did the work would not even call me back so the warranty co found another one to come out and fix it and it ended up being an easy fix on something that had not been replaced the first time around. Woke up a week ago, actually its been 12 days so far, to a hot house. I called and they sent someone out two days later after putting me on emergency status because I am now 8 months prego and we are still waiting, supposedly its going to get done today but im not holding my breath! The company doing the work is charging us a $250 disposal fee! for taking my old compressor to the dump or whatever they plan on doing with it because of epa regulations! so far with deductibles we have spent $1,075 out of pocket because of extra fees not covered by the warranty! its rediculous the time I have had to wait not to mention what we have had to spend on hotel rooms for the last twelve days we could have bought three compressors and had cool air a long time ago. I am cancelling my contract after the work is completed this time and will just put the money in a savings acc and use it to pay for repairs myself insted of using a warranty co. I understand their need to make a profit and I hope they do it just wont be off my dime anymore. TotalProtect is a joke they should name it halfass protect cause thats more like it!