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 … 11 10 9 8 7 6 5 4 [3] 2 1 » Show All
HORRIBLE EXPERIENCE…and it’s not over yet. Our dishwasher quit working over 2 weeks ago. I called Total Protect to file a claim. I was given a work order number and a phone number to call for a repair company. I called the number and set up an appt. for the same evening. Ok so far. The repairman showed up and, after a few minutes with his meter, said that the control board was bad and he would have to order a replacement. This was on a Wednesday and he said that he would have it by Friday and call to schedule a return visit. Monday comes around and I haven’t heard from the guy. I call him and he says he doesn’t know if the part is in and he will have to call his secretary. He, of course, doesn’t call me back and I have to call him the next day. He doesn’t remember who I am and needs all of my information again. He finally shows up on Thursday (more than a week has passed!) with the control board. He installs it and the dishwasher does not work. He says the new board is also bad. BTW, he is always on the opposite side of Houston when he calls and he never gets to my house until 7 PM or later. We are on the phone with Total Protect every day complaining about the service. (Turns out, this guy is their ONLY appliance service person in HOUSTON! I know this because I asked for another company to contact and they did not have another one. Anyway, Total Protect ordered another control board and I had to wait 4 more days because they had it delivered to my house. Of course, then I had to contact the service guy again after I received that part and it took him another couple of days to schedule with me. He came again in the evening around 6 PM and installed the new board and the dish washer still did not work. He called Total Protect in my presence and admitted to him that he had gotten the previous board check and it was not the problem. Seems that it must be the front panel touch pad. So now we are in our 3rd week and now waiting from a call from GE to deliver a new dish washer (low end model). Would anyone disagree that this is an incredible situation? They get their premium every month like clockwork through our mortgage company (Country Wide). Recently, Total Protect customer service has tried hard to resolve the situation. The problems we have had and time I have wasted coordinating all of this and the amount of time that has past without the use of the dish washer is totally unacceptable.
Please take it for me. I am one of the contractors that Total Protect/ Cross Country has go out to fix appliances in the area of houston and galveston. This company turns down or denies repair claims on more than 70 percent of our calls. This morning I sat down to do authos and and out of 13 calls only 1 was approved for repair. the others they found reasons to deny for one reason or another. If you are considering choosing this company please rethink this and go with either american home shield or first american. If neither of these are satisfactory then you might try home warraty of america or old republic.
As other people have said, TotalProtect is a rip of. My AC went out at the end of August so I called and placed a claim on their automated system. After the temperature reached 95 degrees that day, I decided to call a local repair man to at least diagnose the problem since TotalProtect had never called me back. I was very concerned because at that time my husbands 92 year old grandfather was staying with us and my 2 year son was due to come home from daycare soon. My local repair man did diagnose the problem and then I had to call TotalProtect back because they still had not notified me. To make a long story short, I did everything they asked me to do and then after a 1 & 1/2 months, they still denied the claim.. I was never contacted by them, all contact was done by me. The only time someone from their company called was after 1 1/2 months to tell me the claim had been denied. We did get to speak with a so called manager, but all he said was we did not follow the appropriate course of getting approval, so the claim was denied. But my question is how did we not follow the appropriate course when I did everything they had told me to do. Please don’t give them any of your money.. It seems cheap, but it is only a very big hassle and they have very poor customer service.
3 out of 3 and no real problems to speak of. 1st call – guy showed up early, a/c repaired. 2nd call – hot water heater elements were replaced, took about 3 days for him to come out but it was over the weekend so was understandable. 3rd call – a/c repaired, no problems.
Granted, I haven’t had to deal with any high dollar repairs or appliance replacements yet, and this seems to be what is generating the most complaints on here. However, my turn may come in a couple of weeks when I call them to replace the broken glass top on my Kenmore range.
BTW… I’m an insurance agent so I DO read the fine print in these types of contracts. In fact, I go over it before each service call and recommend everyone else do the same. It seems a lot of complaints are generated by thinking that the coverage has no limits, but every insurance policy has limits and exclusions and it’s those things that we need to pay attention to, even more so than what IS covered.
They were supposed to fix the oven and we havent been able to eat a home cooked meal for a month and a half. We are thinking of taking this to court. They have messed with our ceiling fans and our light and even took a piece with them. Do not use this company. Direct quotes from them: We cant please everyone. Wal mart gets complaints and they are a good company.
True but they do want to please everyone and when they get complaints they try to fix it.
Also they said that we never paid any bills when that was coming out of our mortgage company so why or how would we know when no one said anything before this. We have had this for 2 years and have renewed it once. I dont understand this company. Do not use this company!!!!
Needed an evaporator coil replaced. Have been trying to get replaced since June 4, 2008. It is now Oct. 1 and no air conditioner. Have paid upfront fee of 750.00. Reeves Heating & Air Conditioners were the culprits to install. They are the worst heating & air conditions I have encountered. Beware of them if you live in Memphis, TN. I have never been so disgusted with a company. (Both Reeves & Total Protect) Please, please, bypass these companies. And they want me to renew. Hell no.
Why so many complaints?. You get what you pay for. Sure they are not speedy and you often have to get a 2nd person out, but it is still cheeper in most cases when you need a plumber or electrician. Appliance repairs not the best and replacement cost not great either. But for 350 bucks a month still not a bad deal. Every year I try and decide if I should renew or now and for ten years I do. The plumber/electrician coverage alone and fixing the washer/dryer when it stops working is good enough for me.
I have had just three experiences with TP. The first experience was somewhat ok. My washer went out and they sent out a technician right away, he was there the next day. He replaced the parts with no problem. The problem wasn’t with TP, but rather the technician. He was so rude and cocky, it almost made me cancel the service then. If these were the type of people TP was associated with, I didn’t want to have anything to do with them.
The second experience was with my fuse box. I needed to have the entire box replaced. The electrician came out and told me that there was no way that TP was going to replace the entire box. He stated that the most he could do was add another switch to the box and it would take a couple of days to get the part. It took about 3 days and they guy came back, completely unprepared to install the new switch. He had to borrow some of my tools in order to complete the job. Not to mentioned the claim for that little switch was $357.00, but when I questioned how much he would charge me directly to replace the entire box, he quoted me $650.00. Doesn’t add up!
The last and final straw was when the infuser on my furnace when out, in the dead of a Chicago winter. They sent out a technician the same day. The guy looked at the furnace and stated that there was no way that they were going to repair this because the furnace hadn’t been properly maintenanced. Not knowing that I have an annual cleaning of both my furnance and compressor. He told me that he could replace it on his own without going through TP for roughly $450. I laughed and decided to go to my local appliance parts supply store and bought the infuser for $89.00 and had one of their trusty employees install it for $60.00. The only thing that sucked was having to still pay $60 to have these TP guys come out and tell me they can’t do anything.
Total Protect hasn’t protected anything in my home, except for a washer that needed to be replaced on my washing machine. A 70¢ washer cost me $60, time with a rude repairman and wasted most of my Saturday. I have three months left on my contract. I tried to cancel, but they told me that I would have to pay the difference on that $357 claim for the switch…not including the $60 that I already gave them…So I am going to attempt to get my electrical box replaced since I still have three months left on the contract. Maybe I’ll actually get something out of it. But come hell or high water, I am DONE with TP come January 1st.
When you are ready for that class action suit, sign me up!
ADDENDUM TO MY ADDENDUM:
FINALLY………..after twenty days …..my system is blowing warm air when it should and cold air when it should…….but the point is ….it should not have taken this long to get this done……a couple of days maybe…..but TWENTY????
I have upgraded my opinion of the service company due to the fact that THEY have no control over what the warranty company does or the replacement equipment they are sent by this bunch of shysters……..they only install it………but in my book they dont get any points for doing business with Total Protect ……
ADDENDUM TO MY COMMENTS ABOVE.
This bunch of clowns had the NERVE to send me a Customer Service Survey……….HAH!….I am sure it will go in the shredder as soon as it comes out of the envelope.
They had a totally inept bunch of ‘technicians’ come out and replace my Trane heat pump with an off brand piece of junk (A Payne heat pump, which, by the way, is the lowest rated equipment according to everything I have seen on the internet and in conversations with actual heating/AC professionals)) that STILL DOES NOT WORK and I am STILL waiting for them to fix it.This has been going on since September 3rd……….
I am thinking I am going to have to have a professional HVAC company come and straighten out the mess that they have created.
Please read and HEED my comments above.
THIS COMPANY IS A TOTAL SHAM, SCAM, FRAUD AND RIPOFF.
Total Protect,Cross Country, is the worse. I can’t stress it enough, to please stay away from this deceitful company. I have been getting the run around for 4 weeks. They still have not settled my claim. I am sure that they are hoping that I just go away,but I am going to hang on to their Butts like a tenacious bull dog.
This company is a total rip off, stay away from them, they all should be in jail doing life.
Terrible company. The home warranty is a scam. Our A/C broke on a Wed. HMS could not get the service repair company here until Fri. The service repair company called in the part we needed ordered on Fri. and now it is Sun. two weeks later and the part is still not in. HMS says they ordered the part but the service repair company says they are a terrible company and most people wait up to 3 weeks before HMS orders parts, gets things fixed, etc. The supervisors at HMS are not responsive. The lady I spoke with sucked her teeth and gave me tons of attitude when I tried to get her to help. My husband and I could not get any of the supervisors to return our calls. I would like to talk with Sandy Finn (CEO of the company apparently) but we cannot find access to her anywhere. I think she needs to know she runs a horrible company!!!
We had trouble with our AC overflow and called Total Protect, they told us to call Economy Heat & Air. What a mistake!!!! Not only did the company take many days to service the call, Total Protect refused to pay the bill and now we are faced with a bill from an incompetent company who is threatening us with collection, and they never fixed the problem. We had to call another company to come and fix the problem and now it is fixed. I cancelled my contract with Total Protect.
Wow, I had no idea so many folks have had trouble with this company.
While the repair/replacement service has been OK for me, The customer service has been “really messy” to say the least. I’ve been with them since they took over from Pepco Energy Service (which I loved) about 4 years ago. Since then, I may get a bill or I might not. Whenever I did , I’d pay them and pay on time. On at least four occasions, they have contacted me claiming they’ve done an “audit” on my acoount amd see where I missed a payment 12, 15, 18 months ago. The first time it happened I was not keeping adequate records so I couldn’t dispute it. However the last 3 times it happened, I could prove my point. To appease me, they would say something like, “well you don’t have to worry about anything, we don’t report to the credit bureau”. That wasn’t the point. In my 35 years of paying bills, I’ve NEVER had a company harass me for payments, let alone payments I don’t owe. I’m looking for a new Home Warranty Service. They stink!
The ONLY reason I gave these a@@hole$ a 1 rating is because I cant give them a LOWER rating….. -0 is more like what I want to give them……..
THIS COMPANY IS A TOTAL RIP OFF….AND A SCAM…..RUN BY A BUNCH OF SHYSTERS……
I have been waiting SIX days …..SIX DAYS…to have my central air condiitioning repaired and these SCAM ARTISTS are telling me it will be another 5 or 6 days before they can get the parts….get the PARTS?????? I thought thats why they contracted with a service company…TO GET THE PARTS…and repair the AC…..this is crazy. I have tried being nice….I have tried being patient…..I have tried being understanding…..and all I get is THE RUNAROUND…..TIME AND TIME AGAIN. The person who answers the phone sounds as if they are reading from a script so I know that pretty much everyone gets the same spiel.
There should be some way to get back at these jerks other than just cancelling the contract…..which will do no damage to them because they will just sign up some other poor unsuspecting soul.
AVOID THIS COMPANY LIKE THE PLAGUE. THEY PROMISE YOU EVERYTHING AND DO NOTHING.
I might add that the service company has been pretty good about all this…..but they can do NOTHING until TP decides to get off their a$$ and do something….which it seems will take another SIX DAYS………..
IF YOU ARE THINKING OF SIGNING UP WITH THIS BUNCH….YOU WOULD BE JUST AS WELL TO THROW YOUR MONEY IN THE TOILET….BECAUSE THAT IS WHERE IT GOES WHEN YOU GIVE IT TO THEM……..TO SAY THAT I AM DISSSATISFIED IS A GROSS UNDERSTATEMENT.
I have been waiting for over two weeks to get my air conditioner fixed. No one will show any sense of urgency. I live in Memphis and no air conditioning is unacceptable.
I am so disappointed with this plan. I wish I read the reviews before purchasing. They will give me $104 to replace a cooktop that costs $1100. This company is preying on consumers who do not do their homework. It really is a scam. I still have faith that there are honest companies out there.
bad customer service. they refuse to provide any documentation even though I’m a customer. they wont help me with anything because they don’t have any repair companies that will accept the warranty in my area(SW Missouri). They have a horrible reputation among service companies.I can’t even cancel.
This company is the biggest scam I have ever seen. They do not replace your appliance, and they have a lot of “hidden costs” that you are responsible for. In addition, they offered a “buy out” for a fraction of the cost to replace our air condition unit, but won’t even pay the buy out they offered until we pay out of our own pocket for the services and then submit the bills to them for review.
If you are smarter than we were, research this company before your purchase a policy from Total Protec. In addition, shame on the mortgage companies who offer this services through their mortgage programs.
a scam. take your chances without them. will always blame it on LACK of maintanance. I had my AC unit serviced one month before it went bad by a cert ac company. and they still claimed that the unit failed due to lack of “service”. Good luck getting anything but a hard time from this comapany.
I got this home warrenty back in February of 2008. I had to place a claim with the company in July of 2008. It the service company a few days to even return my phone call, oh yeah they didn’t I just kept calling them until they finally answered the phone. My problem was with my Central A/C Unit, it wasn’t working properly. There was barely any air blowing up through my vents. The company came out and “inspected” my system and told my husband that it was running at it’s peak compacity. I came home from work that day and had the same problem. They didn’t fix anything. I called Total Protect back and explained the problem. It took them 2 weeks to get someone else to come out and look at it and that was me calling about every 2 days to get progress. The technician finally came back out to my house. They inspected my system and found that my condenser coils had holes in them. The tech told my husband that Total Protect would call us in a few days and let us know what they are going to do. It took me 3 weeks to get any answers. I called everyday and left messages, always being told that someone would return my phone call. I told them that I needed an answer as quickly as possible because I would be leaving within 3 days for the Air Force and wouldn’t return for 6 months. I didn’t want my husband to have to deal with it. They finally made the decision NOT TO COVER ANYTHING. Total Protect and the “Service Company” decided that between February and July of 2008 there was no way the holes could have happened in my condenser. WOW! This experience suprised me because the first technician that came out told me my system was working at it’s peak compacity and now all of a sudden it’s broke and there’s no way it could have happened since I got the Total Protect warrenty. THIS COMPANY IS A BUNCH OF THIEVES!!!!!!!!! It took my several months to decide on a company and this is why. Don’t put yourself through the same thing, go with a well known company.
my washing machine repair is taking forever to be repaired over six weeks or more
Total Protect just completed my first claim to repair my AC. Customer service was excellent and the repair techs responded promptly. In my case, in addition to the $60 deductible, I also paid $250 for license and disposal fee for the part replaced. However, without this warranty plan, I am sure the out-of-pocket expense would have been so much more—a plan well-worth having. ML, Austin, TX
EVERY request was a hassle. EVERY request generated an initial denial of service. I had to “fight” for service EVERY time. Finally gave up on them subsequent to being told that it was MY fault when my microwave “crashed.”