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
My a/c completely stopped running on 6/2/09 a Tuesday. I called Total Protect which had someone out in about 4 hours, they said I needed a new compressor and called Total Protect with the findings. Later that night a agent with Total Protect called to tell me that they had ordered the compressor that I needed and that it would be installed by Thursday afternoon 6/4/09. My total cost was my 100 dollar deductible and a disposal fee for the old unit of 75 dollars. I’m thankful that I had this warranty because the next week my neighbors air went out, they didn’t wait 2 days for a unit they got one the same day but had to pay over $7500. to replace it. I told them about Total Protect and they were going to call and get a warranty on their house.
THE WORST COMPANY EVER THEY ARE NOT FOR THE CONSUMER RUN RUN FAST I WILL FOR SURE. ALL OF THE BAD REVIEWS ARE TRUE!!!!!
First I will mention that we have had them for 3 years. We have had I believe 4 calls. Call 1 – for the dishwasher, and they fixed as promised. Call 2 – a year later the dishwasher. Took them 3 weeks to fix Call 3 – Gas stove, 3 weeks to get the parts. All of those above only the deductible needed to be paid.
The problem with TotalProtect is the claims department. The processes is that a tech (usually from a small 1-3 person company is used to do the repairs) comes out looks at the problem and attempts to fix it. If it needs PARTS then TotalProtect claims department gets involved and orders the parts, NOT the folks they have hired to do the repairs. So no sense in blaming the repair folks.
Now to Call 4 The A/C, of which at this point most of us can tell by reading is what most of the complaints are about. The same here. We called them May 18th or 19th. Because there is a temperature differential of 5-6 degrees between the intake and the air output. There should be about a 18 degree differential so i figured it may need to be charged since it was 9 years old. They give us the claim number and have us call the company (me having to do their job, that’s a whole other issue.) The tech comes out takes a look says the compressor needs to be replaced due to bad valves. He writes it up and sends it to TotalProtect. They agree to cover the compressor but that I will have to pay $265 for uncovered charges. I’m not happy about this because all of the marketing stuff they send you uses an example of the the A/C needing to be replaced and it will only cost you the $75 deductible. Well the fine print says they don’t cover the cost of refrigerant recovery and disposal. Fine shame on me for bot read the fine legal print, BUT SHAME ON THEM EVEN MORE for using an example of the this kind of repairs in everything a customer really reads and tell us all it will only cost you $75. So I tell them go ahead and fix it. 4 weeks later due to the VERY SLOW processes at TotalProtect the repair company has the part and comes out and fixes it. After the replaced compressor the temperature differential is 1.5 degrees, worse than before they started. I wasn’t home when they did the repair due to travel for work and the repair guy told my wife it would take a day or so before the air would get cold?!?!?!?! called TotalProtect back to explain the problem and was on hold for 20 minutes before the customer service rep got on the phone. I explained the issue and she said she would call the company and have them come and fix it. I told her that I had already tried to call the company and all you get is an answering machine because he is a one person company but she want to call them so I’, put on hold while she calls them. Of course she gets the answering machine and then gets on the phone with me and tells me that I’ll have to wait until they hear back from the company. I tell that’s not good enough, i would like to talk to supervisor. She puts me on hold and every 5 minutes comes back and asks if she can take a message instead. I tell her no, DO NOT EVER let them talk you into a callback. On the third time she tries to insist that I let them call back because she can’t handle any incoming phone calls until she transfers the call !!!!! BINGO one way to pay them back and tie up resources at TotalProtect and get some satisfaction. What kind of company uses a Call center software that requires the customer service reps line to stay tied up until they transfer the call? Anyways after a half hour or so I get “Joe” who tells my in a condescending tone that “that’s how the system works” and I’ll have to wait until the repair company has time to look at the problem again. Telling him that was unacceptable lead to a 5 minute silence on the phone. He wouldn’t respond and I wouldn’t say anything. finally he breaks the stalemate of silence and says he will try and call them. He puts me on hold, comes back and says I left a message and I’ll keep trying. He calls back 20 minutes later. He thinks I’m the repair company!!!! I let him go on for a bit and then go “Joe this is jeff not the A/C company” what kind of folks are these? they don’t even know who they are calling. Still no call back, i figure they will fix the A/Cc sometime this winter probably.
My conclusion, they are fine if they have to fix anything but the heating or A/C units. They will get it fixed, they are going to go by the exact wording in the contract (not what the advertise) and it won’t be fast. In there defense and I don’t know why I should be but here goes anyways. My mom handles contracts for a nationwide service company and most service companies DO NOT cover compressors, coils, condensers, the expensive parts. it’s in there fine print also of the large national service companies. So at least they cover some of the price.
jeff
They always try to get out of repairing and paying for a service call repair. Why do I need them if they aren’t going to pay for my claim.
I hate to call them. Also they went up from $60.00 to $75.00
They are cheaters
I have had them out twice for a fridge and a dishwasher. I had no problems with them and they were very timely.
They never have service contractors available in my area, yet the require me to call in, wait 24 hours, before they let me get my own service. even in an emergency. If the customer service rep or the contractor’s line rep forget to note the call, they tell you they won’t pay for the service, even if at first, they told you they would. I spent over $2,000.oo on covered plumbing work that they only reimbursed $535.95 for, because they told us we didn’t need a second authorization number for a problem that cropped up, once the plumber got there, and two weeks later,told us we did. And even though he told them how much it would cost, in detail, the day before. They said he was supposed to call them and give the same information the next day as well, but didn’t tell either of us that. And one employee said we had authorization and gave the name of the supervisor who gave it, they later said that was not true. They advertise that there are no caps on sevice, but I was told several times that there is a $1000.00 cap on almost EVERY service. do not buy this product!
Reading some of these posts kindof scare me because of thebig what if int he future, Twice i have had to call them out to use them and twice iveh ad no problem. the first time was in the winter and the heat went out, The service repair man was at my house at 8 am and by 9 i had heat, Last night my air went out and its 90 degrees in the house, i called last night and the guy is here to fix it, of course he recomends replacing the unit and admits i might have a hard time getting that done . But since we havent tried yet we dont know, Im just grateful that i have some cold air blowing through . But im keeping my fingers crossed i dont have half the problems you guys do, Im makeing sure i get everything in writing before i even allow them to do any kind of work, that way i cant get a bill later or a cancelation, the good thing is my payment went through yesterday for this month and even if they cancel me like some people on here said they did i still have 30 days of service left.
This company is a complete FRAUD!
First of all, some of these posts on here are scary, yes, but VERY true to my encounter with these people. My husband and I decided to get this warranty, mainly because countrywide had sent the brochure to our address, so I figured they must be a somewhat good company. Anyways, we got it right before he left for Iraq, just in case something was to go wrong and he was not here to be able to fix it himself. Low and behold my a/c unit went out about a month ago and right away, I contacted this company. Customer service was very helpful in taking my claim and reassured me that they would send a technician out to asses the problem. Almost FOUR DAYS later, the guy on their “list of authorized dealers” came out to inspect. He said I would need a whole new unit outside and also a new one that was in our attic. Mind you, I have a 3 year old son and don’t know many people in NC as we were just based here recently, so I had nowhere to go. Long story short now (minus the profanities) I placed my claim with them on the 15th of may, and here it is June 8th AND I STILL HAVE NO AIR CONDITIONING IN MY HOUSE!!!!!!! Next to having to contact the company every day for the whole month, every person I called and talked to would give me a different answer on what the status of my claim was, and then when it came time to ship the repair parts to the repair guy (3-5 day waiting period I mind you), the parts were not delivered for almost a week from when they told me it was in transit……Also every day cust. service people each told me a different DOA, some said 2-3 days some said 3-5 days and some said they had no idea where it was and why the repair man hadn’t recieved them yet. I, too was under the impression that I had a $60 deductible that I would be responsible for, however, there were ‘unforseen’ additions to the claim that were my expense. i had a reducting fee as well as a freeon replacement fee, mind you $160 is a lot better than paying out of my own pocket for 2 new units. The service providers, I had the least concern for, however the guy they sent to me, ran around the installation after he recieved my parts for a week. He set up an appointment with me last friday morning to come out and do the repairs, (I know FINALLY, right?!), however come 2 PM, I hadn’t heard from him, no phone call or anything! I broke down and called him around 2:30 PM, and his excuse was that he ‘just plum forgot all about it, he had gotten some calls recently and was taking care of them. YES, they called AFTER me, and were serviced first while my son and I are in a house that gets up to almost 96 degrees during the day. The guy then proceeded to tell me that he would not be able to make it out at all that Friday, and the earliest opening that he had was Monday morning, between 8-8:30 AM. It is now the monday of the appointment he set with me (the 2nd one don’t forget), and he did not show up until 2PM!! At this point I didn’t care, I just wanted to have him fix my ac, and be done with this entire nightmare. 4:15 rolls around and he LEAVES! No new parts, but he said most of the old parts were disconnected, and that he would come back tomorrow around 11 or 12 and get started again (it doesnt get dark here until 8:30 by the way) He wasn’t sure if he would even be done tomorrow evening, he said he might have to come back out on wed. to finish. I am in deep caca if he charges for each time he comes out to the house, if he does, then i will be screwed once again. I would comment on the level of workmanship offered by them, but nothing has been done yet. I thought having this warranty would put my mind at ease while my husband was deployed, but I think it has been more hassle than help. Next time, I will know that just because my bank or mortgage company provides me with pamphlets, I should still investigate before commiting. Please take this as a forwarning…if you trust this company with your service every month, know that when the time comes, you probably will have some kind of difficult experience with them. The only thing I can say that is remotley pro and not con, is that the repair man was very friendly, even though he isn’t the least bit concerned with timeliness…..I wish I would have found this before and not after the fact. I’m going to do some research on other companies and cancel this one for sure! I don’t recommend them AT ALL, and hope you don’t give them your business, they have already made quite a bit from all of the other disgruntled clients on here. I am usually a very understanding and patient person, but once I filed this claim, and a month later still no a/c, I can safely say that these people will not get my understanding or patience anymore!! Good Luck whatever decision you may make, but just know that this was my actual experience with them, and I am not embellishing anything I have written because I am angry. I just want to get the truth out there so someone does not have to go through anything like I have thus far. I will post again once I get the bill, as well as when the repair is finally completed. God Bless!
My mortgage company, Countrywide, recommended Total Protect so I did not investigate and subscribed to Total Protect on their recommendation. I did not have to utilize their service for 3 years but felt a sense of security having it there if needed. WEELLLL, 2 times I have had to call, I have been able to tell them exactly what was happening both times, both times to be told the claim would be covered. The first was for a condenser line from the AC that had broken inside my wall. They came, replaced the line, made a 9″ square hole in the wall and took my $60 deductable. One week later I received a bill stating that the service was not covered so I am out the $60 deductable, $200 service fee and $150 to repair the wall because that damage was of course not covered either. The other claim was due to 3 valves under my kitchen sink that were leaking. Plumbing for Pennies was the company that was sent out to repair the problem…cause that was covered. The contractors who were held off in my home renovations due to the plumbing issue came back to finish their job and guess what??? They had replaced nothing!! Same valves, same problem. I am cancelling Total Protect and after investigation do not feel having a Home Warranty unless you live in Colorado is worth the expense.
Do not use this company! They are con-artists and will take your money and not provide the services they claim!
RUN!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
This warranty is a complete rip of. Horrible customer service. I called in to complain about technician who wanted to charge me $176.00 on the top of $60 deductable for wasching machine repair and customer service rep cancelled my insurance. I was considered the cancellation myself and I asked the guy how much i will get back but he already cancelled the policy and told me that he can’t reinstated it back.When i was shoping for the home warranty insurance, the customer service rep told me that for $60 technician will diagnose and repaire but if appliance is too old they will replace it. When I bought the warranty the conversation is completely different.$60 you pay for diagnosis ONLY, no repair involved, so in this case with washing machine, I paid $60 for 3 minutes of diagnosis and have to pay additional $176 for labor(detail cost $6.25).Customer service reps are very quick to complete this nonsense with cancellation of your policy. Deal is over!
I also have fallen into the same problem as most of you… My deal was that I had a pre-exsisting condition that no one could define. I have started up a website and am building a class action out of NYC. Please I encourage anyone who is willing to either visit my website. http://www.cchsclassaction.com and email me just a simple copy of your story and a claim # if you have it to keithemangene@hotmail.com I think if we all join together we can get claims reviewed by a impartial arbitrator for all those who were unable to fight CCHS. I can be reached at 860 302 5734 for any one who is willing to participate in this claim
I WAS SITTING AT THE TABLE WHEN I SUDDENLY HEARD ALOUD POP FROM THE BASEMENT AND I LOST ELECTRIC SO I CALL TO PLACE ACLAIM AND THEY SENT A ELECTRICIAN OUT THEY TOLD ME THAT THAT THE BREAKER BOX BURN UP TOTAL PROTECTION DENY MY CLAIM I WAS TOLD THAT IT WAS PRE-EXITING HOW COULD IT BEEN PRE-EXITING WHEN BEFORE I HAD ELECTRIC THIS COMPANY SHOULDNT BEEN IN BUSINESS THEY ARE RUDE PEOPLE I WISH I COULD RATE THEM BELOW 1 I WOULD RATE THEM -5.
A local technician finally came out (no appointments were availabe for two days) and diagnosed a leaking water heater that needed to be replaced. Eight days later, the repair was done, 8 days. The company claimed they were updating their systems and was having a problem getting a purchase authorized. Talked to customer rep after customer rep and finally realized they were talking from a script….verbatim, they all said the same thing about getting a purchase authorized. By the way, I was charged $75.00 for the visit, not $60.00. Here in Nevada, if your hot water heater does not have earthquake straps, the replacement of a heater requires the straps to be added to bring the work “up to code.” Those straps and the 4 screws cost $13.00 at Home Depot. My cost $95.00, of course it was not covered. Do some research at http://www.homewarrantyreviews.com/reviews. Could save you some time and money for home warranty products.
STAY AWAY, this company blows. They would not cover an air conditioner replacement because there was some rust on it. It was 15 years old and in Galveston Texas, DUH a little rust???
Do not do business with this company.
This company is a total ripoff. They sell you on total protection on your appliances. When you try to make a claim they point the problem to some fine wording in thier contract. when you read contract all the most common reasons for an appliance to fail are excluded. Don’t fall for this crap. I’ve turned this over to a lawyer for a class action suite. Whatch the net I’ll have a web site on this company soon. By the way Total Protect is owned by Citimortgage.
I am still waiting to hear back from Total Protect regarding my heat pump replacement. It’s been since the 19th of April, today is the 7th of May. I have called them every day except two days since the 19th. They keep telling me someone woill call me within 24 hrs. I’m still waiting. No one has ever called. I will rate the repair/replacement service as soon as I have it done.
Total protect is a total rip-off. They hide all of the additional fees associated with claims. This was a total waste of my money and time. My AC broke on the hottest day so far this summer and they told me it was not an emergency. It took them almost two-weeks to settle my claim and it still isn’t right. In short do not waste your money they are a rip-off with no customer service skills. They do not care and will let you know that with their actions.
Winifred, Lithonia Georgia- I usually pay my mortgage by telephone and was not aware until this month that Cross Country and my mortgage company, Citifinancial had been adding a 37.95 charge to my mortgage payment without my consent since October 2008. I knew there was an increase in my mortgage, but I assumed that the increased property taxes had been added. I called Citi and after explaining to me what the charge was for, they directed me to call Cross Country. The rep for Cross country informed me that I had signed up for the home warranty. I denied even knowing anything about the warranty, and was told that my money would be refunded only after an investigation determined that I, in fact, had not agreed to the warranty. I am livid with Citifinancial as this would never have happened without their consent!!! I need to know what agency I can call to large a complaint against Citi and Cross Country.
This company sucks – it has been five weeks and my hot water heater is lost – they are so bad the installer got the hot water heater but won’t call them back or me to install. So the installer they used got a free hot water heater on my nickle while I am left with cold water.
I have just placed my first claim A/C unit. I am very concerned after reading the comments. I will however rewrite this review after my unit is fixed or replaced. The repair man was here today and said my unit needs to be replaced and so does the furnace and a/c unit because it’s 20 yrs old and the new heat pump will not match the others. So far the Customer service people were nice and even called me back for a follow up. Today will tell the story when the repair company sends in the report. And, by the way, I called the repair people this morning. So that was timely.
Purchased a home warranty under Total Protect. Apparently, they have several names. I now know why. They advertise “repair or replace”. My furnace air handler burned out and posed a fire hazard. The tech advised it be replaced. Total protect agreed. I was offerd a model number PF1MNC03600 or a cash buy out of 1077.00. I researched the furnace and agreed to the replacment. The funace was ordered and shipped. When it was received it was model number I was told it would be it was pf1mnc037t00 not what I agreed upon. Plus the air handler was not the right size to fit into the space provided. I contacted total protect about the problem, I was told by total protect that the service tech did not specify any height limitations and they were not responsible for making the furnace “fit” I have spoken to christine 1800-327-9787 x4136 she said they no longer carried the PF1MNC03600 and was upgraded to the pf1mnc037t00 but it still will not fit. They will certainly send a check for $1077.00. That is what they hope we will do. The new air handler will be $2600.00 installed. Total protect worked great for a few claims I filed. No problems with the little stuff but when it comes to the large items to replace Deny, Deny, Deny. 2 things, Why the bait and switch with the units and the “replacement they offered I cannot use. Its like putting a chevy engine in a honda. It just does not work.
This is one of the worst.Run don’t walk away from this fly by night scam company.After 3 days and I don’t know how many calls I was finally able to talk with a repairman that was on their call list.Long story short,I had to end up paying for everthing. They would not O K the repair because the tech would not give them an itemized bill over the phone. I don’t know many techs who carry a price list with them. This was a company that they said they recognized and was on their list.I have been a customer of their’s for 3 years and this was my first encounter . They seem to promise one thing and do another.When I first talked to the sales rep.and took out the policy,and the action that was taken when I tried to make a claim,it was not as promised. I will be calling the Better Business Bureau and the Attorney General’s Office of South Carolina and inform them about this organization. I say again, stay away.