Total Protect
Home Warranty Plan Details and Reviews for Total Protect
Premium: $350
Deductible: $60
Effective: 30 days after enrollment
Web: totalprotect.com
Deductible: $60
Effective: 30 days after enrollment
Web: totalprotect.com
Customer Service 
Service Timeliness
Repair/Replacement Service
Overall Rating
Total Reviews: 312 Rate this Company!
Service Timeliness
Repair/Replacement Service
Overall Rating
Total Reviews: 312 Rate this Company!
Coverage Area: USA - All States
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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
Pages: « 14 … 11 10 9 8 7 6 [5] 4 3 2 1 » Show All
Pages: « 14 … 11 10 9 8 7 6 [5] 4 3 2 1 » Show All
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Just canceled my Total Protect warranty service. This is my 4th claim (Hot Water Heater) and it has been treated like all others. Nothing is covered due to some jargon in the contract that requires me to be a Plumber, AC/Heating or Electrical master in order to understand it. I am left feeling that this is my fault, I should have read the contract closer right? But even if I had, I would not have understood what I was looking at. Long story short, this particular Home Warranty company is not worth the $37 a month that I have been paying for over 2 1/2 years.
This company is a joke! I also had a problem with my heating unit and used the company that was assigned to our claim. This clown came out on a Monday, diagnosed the problem, took my $60.00 check (which he cashed immediately) and told me he would be back Wednesday. Wednesday comes, no call no show. I call them and was told they would be out Friday. I then called Total Protect and was told that the company had just turned in the claim for the parts Wednesday morning and that they could not get the authorization to them until Friday because it takes 48 hrs. Well Friday comes and goes once again no call, no show. To make a long story short this went on another full week until the woman at the first company got rude with me and told me I was a liar, that she had turned in the claim for the parts on Monday, not Wednesday and that she had called everyday to tell me she wasn’t coming. Like I’m so stupid that I don’t know if someone called me! I then called Total Protect, told them what was said by this RUDE WITCH and they told me they would send out another company but that I had to pay upfront and they would reimburse me. Well this second clown they told to come out did the same thing as the first company. He didn’t show up or call for a whole week and then when he did finally return my calls and show up he acted like he was doing me a favor. He told me this job got dropped in his lap and that I was lucky he didn’t charge me to pick up the parts and for another service call. He charged me $30.00 more than the first company and when I told Jason (a useless supervisor) at Total Protect he told me he could only reimburse the first company’s amount. I told him that Total Protect is the company who told me to go with this ass and now they are only going to pay me back what the first company had charged. What a joke! TOTAL PROTECT IS A TOTAL WASTE OF YOUR TIME AND MONEY. THE COMPANY’S THEY ASSIGN TO YOU THINK THAT THEY ARE DOING YOU A FAVOR BY EVEN SHOWING UP. THEY ARE FLY BY NIGHT COMPANY’S WHO DO WHATEVER THEY WANT BECAUSE THERE ARE NO CONSEQUENCES. TOTAL PROTECT HAS ABSOLUTELY NO CUSTOMER SERVICE. ALL THEY DO IS TELL YOU WHAT THEY THINK YOU WANT TO HEAR TO GET YOU OFF OF THE PHONE. I AM WAITING FOR JASON THE SUPERVISOR’S BOSS TO CALL ME BACK – I’M SURE THAT WILL NEVER HAPPEN!!!
DON’T WASTE YOUR MONEY!!!
Horrible company. We waited three weeks, in winter, to get our HVAC fixed. The first contractor Total Protect recommnded did not show, then we were told we would have to pay out-of-pocket for the second contractor. Unfortunately the second contractor charged more than the first and Total Protect would not reimburse the difference. The second contractor told us that if Total Protect could get the parts cheaper- then let them. I will NEVER use HMS Total Protect again.
This is a fraud company, TOTAL PROTECT is another way of ripping you off.
And I wonder why mortgage companies and banks are pushing this thief organization to their customers. they all should be included in the lawsuit and i truely belief that we should get one going because thats the only way this kind of pratice will stop.
It doesnt get worse than this! Slowwww and they sent me an all around handy man that didnt get anything right several times. When he replaced an AC, it took the next AC guy i personally paid for to get the job right.( 3 weeks no AC in florida) Then they send the same guy for a water heater months down the road and he could not figure out the problem, said everything was fine though hot water lasted 5 minutes. Wasted the 60 deductable considering he demanded that money upfront then next company they sent also wanted deductable though they were able to figure the problem. USE ANYONE ELSE, THIS IS NO BARGAIN AND ITS ALWAYS STRESSFUL! BY THE WAY THEY REPLACED MY NAME BRAND AC COMPRESSOR WITH SOME CHEAP OFF BRAND. READ THE STORIES ABOVE, I WENT THRU THE SAME NIGHTMARE AS OTHERS, BUYER BEWARE!
YIKES, Your reviews just saved me from sending Total Protect $42.95 a month!!! First Tennessee/First Horizon Home Loans sent me a brochure in the mail encouraging me to sign up with Total Protect. I was sending them my enrollment card tomorrow morning and just decided to do a quick Google search tonight. THANK YOU all for taking the time to save me from making that mistake!
After paying premiums for many months, my water heater broke. TotalProtect would not cover replacement cost as they stated it had not been a “mechanical failure”, which they declined to define. I immediately cancelled my policy with them.
I first heard of Cross Country Home Service via my mortgage company, CitiMortage. Since they recommended them, I thought that they would provide good service. I requested more information from them, but never received an answer. Approximately 6 weeks later, my dishwasher started leaking. I called Cross County for more information again on their plan. That was when I discovered that they had enrolled me in the plan when I had only requested information on the plan. I then requested service on my Dishwasher. They sent Sears out to repair it. Sears said that I’d have have to pay $115 for repairs since not all repair items are covered. I called Cross Country and talked to several people as the information that I had received from the mortgage company was that they would pay for total repair or replacement for $60.00 plus my monthly co-pay. I have now been informed that they are NOW going to send me a copy of the agreement. I am not happy with them nor with my mortgage service. I’ll never trust another add that CitiMortgage sends me. Sears provided VERY fast service!
I just renewed my Total Protect plan for another year today. I was going to do it online so googled the name and found your list.
Our house is 50 years old and we are not great with the home repairs. In the last year, Total Protect fixed our central heat/air twice and replaced a defective burner on my stove and replaced the baking heating element that I had destroyed with an overflowing dish in the oven. All the repairs happened within 2 days of call and we were thrilled to just be paying the deductible.
I am really disappointed in Total Protect. I had a leaking faucet. I knew I would have to pay a service call, but what was shocking was that the “O” ring that was the cause of the leak was NOT COVERED IN THE WARRANTY! I believe I could have had it fixed three times by a reputable plumber for what I ended up paying.
Very poor customer service. Companies they send out do not fix the problem – they keep you spinning in circles when trying to repair the problem. Do not recommend this company.
I too thank everyone for all your reviews and also got their name from my mortage company, Suntrust, and I too will pass. I finally decided to call them today to try to find out what services they offered. The guy gave me a brief run-down, but then I asked him if he could send me something in the mail so I could read the specific details. He told me in order for him to send something out, I had to first become a member and if I didn’t like it, I could cancel after 30 days. I told him I wasn’t comfortable having to joined before I knew what I was joining or at least found out some more information about them. I told him I had never heard of having to become a member in order to just get some more information, so, finally, he told me to go to their website to get information. I must say, I didn’t even like the way this guy sounded over the phone, and have never heard of a company trying to get new business that won’t send anything out about their company through the mail. That was the very first thing that sounded the alarm for me. I don’t know why he didn’t tell me about the website until I told him I was uncomfortable doing business with a company that won’t even send any information about themselves, and was getting ready to hang up. I’ve read enough and their are far more bad comments than good, and that sales it for me. However, I wonder why do mortage companies push this company. Don’t they have an obligation to first check out a company before they recommend it to the homeowners?
I’ve been with Total Protect for about two years now, so far no complaints. They have repaired my $1100.00 fridge twice, no problem. My stove has a digital panel that was replaced, no problem. Also my garbage disposal was replaced with a new one, about 2 months ago. The only negative thing that I can think of is that I had to wait about two weeks the second time they had to repair my fridge to find the part (the compressor).
I am very happy with Total Protect so far, I’ll post if anything changes.
Thank you to all who submitted your reviews. I also got a solicitation from my mortgage company (Citibank). After reading the above reviews, we are going to pass!
Thanks again…..
I think you all just saved me alot of hassle. I’m a very cautious buyer and research everything. I normally throw these offers away, but as another post referenced, since it was associated with our mortgage company it actually looked like a fairly attractive home protection agreement.
As I read these customer accounts, I slowly–page by page–ripped up the offer from TotalProtect into tiny little pieces. It is now in the garbage…where this company obviously belongs.
Thank you, thank you, thank you.
I’ve read all the negative comments and I’m amazed that Total Protect came through for me. I’ve had Total Protect home warranty for approximately 9 months, it also came with my mortgage payment. I considered the options and decided to go ahead and purchase the warranty because the heat pump on my house is 15 years old and will probably need repairs or replacement soon.
Well it happened. My heat pump compresser and reverse sensing valve went out. Repair man said $1500 for repairs. Repair company called Total Protect to find out what they wanted to do. After 48 hours Mike from Total Protect called and told me they were going to replace the unit. It took approximately 4 days for the unit to be shipped and installed.
Total for cost for the new unit would have been approximately $4,000. My out of pocket expenses were just under $500.
I am really pleased with the service from Total Protect and their contracted repair service company.
Twice I called them for AC problems in the 6 year time I had my house in Columbia and both times it was for the AC not working, once for the unit upstairs in the crawlspace and the other for the downstairs outdoor unit. Both times they sent professional, well trained technicians. The first time they actually changed the upstairs unit, the second time they replaced the fan motor in the downstairs unit. I would recommend them to anyone.
Thank heavens for this website. Thanks to all who shared their experiences. I am running the other direction. Obviously my mortgage company didn’t do their homework.
Thanks again.
Very slick operation. Contract lists items as covered in one section then lists same items (only different language) as uncovered in the next section. Example: “tub valves” are covered, but “pressure regulation devices” are not. What does a valve do if it does not regulate water pressure? The clever language of the policy enables them to get out of any claim. Absolute, complete, and utter rip-off. Embarrassed that I fell for it.
Total Protect sucks. They want your money but don’t want to cover any service. When we called to report that our shower was backing up, they stated that they would send someone out – not that it backups weren’t covered or that if it was the plumbing that wasn’t covered either, no, they send out a service man and informed him after he got here and called them to tell them exactly what we said when we called. All this means is that now we have a service person at our home and Total Protect doesn’t cover the service. Therefore, we had to pay $165 out of our pockets while Total “UN” protect, paid NOTHING!!!!
Great concept for the company – fool people into thinking that they are paying for coverage when in reality they are paying for them to stick them with the bills. We could have fixed the issue ourselves without having someone come out if they had just stated it wasn’t covered from the beginning.
Also customer service was past awful. I’d hoped it was covered, but apparently not since I haven’t heard anything from them – or my best guess is that “They don’t Care”.
I wish I had gone to this site before enrolling in this plan over two years ago. Their handling of my cracked glass cooktop was infuriating at the least. I called for service on this matter and was told they wouldn’t cover it. So, I called their membership department to cancel my “coverage”. They referred me to a supervisor who told me over the phone that once the technician inspected the problem, they would give me a new top of their choice, and if I didn’t like it they would issue a credit I could use toward the top of my choice. I told him I was not throwing good money after bad by spending $60 on a service call if it was going to be denied. He repeated his offer. He NEVER said openly and honestly that there was the possibility of denial. Had he said this I would have proceeded with cancellation at that time, and he knew it. The technician came out and phoned in a report that I had dropped a pot on the glass, which was NOT the case (nothing was ever dropped on it, and it’s 10 years old). They denied my claim. I called the supervisor and told him this. He put a complete new spin on what he had said to me in the original conversation. Unbelievable. So, I terminated my coverage, which is paid automatically along with my mortgage payment (originally WAMU-surprise, surprise) but one month later Total Protect still has not communicated this cancellation to the bank, after saying it would be done immediately. DON’T WASTE YOUR MONEY!!! We would all be better off putting $36.95 per month into our own special fund to help pay for home repairs should they arise.
It’s very shakey for a company to have so many names. It is also shakey when so many retailers don’t trust their vouchers. We have had this service under the name Total Protect since 2005. We have used it 3 times. The first 2 times went well, repair/replacement finished clean and timely. These were small things, though (a ceiling fan and a small appliance)and really are not expected to take much time. The last one, in summer 2008, concerned a broken major appliance, and they did everything they could not to replace it as required by the contract. We argued with them for over 2 weeks until we finally got a substandard replacement delivered. They wanted us to purchace the replacement the appliance, pay for it out of pocket, send them the documentation, and trust them to send us a reimbursement check. We opted to have something in hand rather than trust them for a check that we doubted would ever come.
Thanks to all who took the time to share their experience, I believe you have saved me money and frustration. Makes me doubt the integrity of my bank that appears to promote this company.
Ruuuuuuuuunn!!! Don’t use this company!! Rip off! They defend their technicians, even when they are wrong!!
I just want to thank all the reviewers for their candid opinions of this company. I had just put out for the mail an inquiry of their services, I quickly grabbed the letter and threw it in the garbage to avoid dealing with them !!! Thank you all very much !!!