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 … 12 11 10 9 8 [7] 6 5 4 3 2 … 1 » Show All
Company denied legitimate claim to repair A/C unit based on incorrect diagnosis from an unqualified technician. History: February 2009 – Called warranty company with issue where 8 year old HVAC unit would shut off every time heater came on. They sent out a tech that made an incorrect diagnosis and repaired nothing. I called after finding out my dad paid him the $60 deductible. Then they sent out another technician that did a great job and fixed the unit after he found a bad thermostat. I was happy it was fixed. Fast forward to August 2009 – 100 degree weather and my HVAC unit stops cooling. I called the warranty company and requested technician #2, they sent him out. He discovered my inside evaporator coil was leaking and also my outside condensor was bad. He recommended to the warranty company to replace both – it would require a new system that was not R22 but the new R410a type. They refused and denied the claim. Aparently tech #1 from February made a comment on his report (does not appear on my carbon copy) that my 8yr old system was in poor shape and my evaporator coil was chemically damaged. That is a complete fabrication. It should also be noted that Tech#1 does not do any more work for the warranty company due to numerous complaints. I have submitted the information to my attorney – I will prevail in court.
This company should be called NOT Total Protect…they are horrible. Ten days ago, I placed a claim because my refrigerator was leaking badly. A technician came, who knew nothing about this so-called insurance company, and he basically took my refrigerator apart. He said the problem couldn’t be fixed and I needed a new refrigerator. I called NOT Total Protect repeatedly over the past 14 days and they didn’t receive the technician’s report until today when they informed me, without even apologizing, that the refrigerator’s problem wasn’t mechanical, but rather an issue with a gasket, therefore it wasn’t covered. A snippy supervisor gave me no satisfaction when she offered to send out another technician, but vowed to charge me another $60.00 if they came to the same conclusion. I’ve cancelled their service instead, why throw more good money after bad – give me a break! I just wish I had read these reviews before my mortgage company told me about these rip off artists. Word to the wise…if something sounds too good to be true, it probably is…
I will be commencing a class action against CCHS soon… I ask that you email me your last name and claim # with CCHS. Please email me keithemangene@hotmail.com I have a letter into the CT attorney general also. Once small claims suit has been filed the settlement offers come in. Currently on a 4000$ hot tub claim the first settlement offer was 500$ and then it crept up to 2700$ the only thing these guys will take seriously is all who have been defrauded join a class and get some representation for the people… If you live in CT please call me 860 302 5734
ONE OF THE WORST CUSTOMER SERVICE EXPERIENCES OF MY LIFE!!!! I agree with some of the other reviews that this company is a 100% ripoff. My washing machine has been inoperable since June 26. The company sent someone out right away but this is where the service ended. The technician said he would need to order parts, which would take 5-7 days. Three weeks (and multiple phone calls) later, the technician finally returned with the part only to find that there was another bad part. (In my opinion, if he had disassembled the washing maching completely the first time, he would have realized this.) Upon leaving my house for the second time, the tech said 5-7 days (of course, I knew better than that). Here I sit on AUGUST 12 and tech is finally here to repair the machine (I’m keeping my fingers crossed). My multiple calls to Total Protect have been completely in vain. I’ve been told every story you can imagine with regard to the length of time it has taken to obtain the proper part to fix my machine. First thing tomorrow, I will be sending a letter to the president of this company to request a refund of at least a portion of our annual premium. For the amount of time and money I’ve spent doing my laundry at the local coin laundry + what I’ve paid Total Protect, I could have bought a really nice replacement for my washing machine.
This company is a rip off. Do NOT do business with them. They denied a water leak claim we had that should have been covered according to their policy. I called to speak with a supervisor about this and she never returned any calls, so I then wrote a letter and never did hear back from anyone. Their customer service reps kept saying there is nothing they could do beccause their technicians beleive it wasnt covered. We had our own technician come out and he fixed the problem with no trouble at all. I believe they make their technicians diagnose the problem as not being covered on purpose so they dont ever have to cover claims. Their customer service reps are rude, and it is never easy to get in touch with someone. I have now switched to American Home Shield which is a little bit more expensive but a lot more professional.
It took over 2 months for a service call to be followed up on. It took the service company (Paul Ness Appliance) two weeks to look at the dryer and then two weeks to repair after several calls to him and Total Protect. After repair, it still didn’t work. Upon reinspectation, it took another two weeks to do and another two weeks to come to the determination that they would not repair/replace the dryer due to coverage. DO NOT USE this company as I had American Home Shield and never had an issue. I shouldn’t have switched but was sucked in by a better price.
I live in E. TN. We have had total protect for over 4 years. Although I cannot say some of their contractors are “rocket scientists” only one pulled an attitude and his work wasn’t top notch. Mostly the service has been very timely. I think there’s still considerable room for improvement in the way the system works at the “office” but we have not been unhappy overall and they’ve always provided what we needed.
My refrigerator went out Friday July 31st. I reported it to Total Protect. The first service company they assigned my to was already closed for the weekend. I asked for one that works weekends. They got my in touch wit another service company that came out that Saturday. The service tech determined that the problem was a faulty reley to the compressor and could have been caused by a improper fix a year before to the day when that frige went out the first time and Total Protect sent a technician to fix the problem. The tech came back with the part the follwing Monday but once the reley was installed the frige wouldn’t run long before cutting out. It was then determined that a new compressor was needed. The first tech could’nt work ion the fridge because it was a “sealed unit”. Total protect got a second service company that could work on sealed units. They couldn’t make to the house until the following Thursday. By now I have been without a refrigerator for six days. Meat bought on the preceeding Friday had already started to spoil. I spoke to two supervisors at this point. One suggested I buy some ice and coolers. That will keep meat for a day or to but not a week, I told him. The second tech comfirmed what the fist said and called in again to tell Total Protect that a compressor was needed. At this point I had been on the phone five time with the company including two supervisors in two different states! You never get the same person twice. Finally Total Protect approved a new refrigerator of their choice or I could purchase one and by reinbursed a week to ten day or four to six weeks depending on who you talk to, and then, they said, there is a third choice. The “Intent to Purchase” You go to the store of your choice, pick out a fridge, have the Manager write on store letterhead what you picked and the cost fax it and wait for a check ($559.39) with your name and the store’s name on it.My kitchen is black. The fridge they were going to send my family from Sears was white. I was told i could view it on the Sears web site. But I found other refigerator in black similar to what they offered and well below $559.39. No exchanges or subsitutions will by made out of the question. I went with the “Intent to Purchase”.I spoke with a third supervisor who claimed she understood my problem and would rush the check once I done my part and send it over night express. She gave me her phone number and extention. So far day eight. No check and haven’t spoken to that supervior since. She will not answer her phone or return my calls. I’m still out a refidgerator
I can some this company up for all of you, just call and I will ask the following qestions. Contract # Zip code Phone # Has anything on your account changed since the last time you called…LOL You can never get the same person on the phone it does not matter who you are, that 50% of the problem, the more times the cuatomer has to explaine thier problem the more pissed the customer is going to get.
The customer should not have to explaine the same problem every time they call, and God forbid you dont have a claim#, some of the agents were good, I spoke to Diana who was great.
I wish you all the best
The frist time I had a problem there was no problem, this time it has been hell, I have to Kiss A– and give good customer service because if I dont the customer will go down the road, and in these times this company’s need’s to S— or get off the pot.
Your customers are looking for your help and asst that they have paid for and cannot get out of the contract, you all need to get it together.
Thank you
put in a claim for my a/c last Monday. It is now Saturday and still hot ! I’ve been diligent in calling every day and have found the customer service to be polite and informative regarding their process. claim goes to a local service provider, then through a whole process at their end, then back to the service provider. the problem is the compressor. i talked to him today and he seemed to think they may have called him today but wasn’t sure. they offered to give me 400 cash instead of fixing the a/c which is strange but maybe they think that in this economy people will take the cash and deal with the heat. i declined the offer and hope that i don’t have too many more weeks without a/c.
If I could rate them lower than 1 I would. Have been a customer for four years, never filed a claim. Filed a claim to repair a ceiling fan that is on a vaulted ceiling and can only be controlled by a remote. Ended up talking to five different people on three separate phone calls on Monday, July 27. The last person, a Claims Rep, asked me if I would like to speak to a supervisor, I agreed and was told that I would be contacted within 2 hours – probably Tuesday morning, as it was late on Monday. Today is Friday – afternoon, July 31, still no contact from the “supervisor”. (To continue with my story):Total Protect informed me that I would be responsible for the cost to the electrician to bring a 16 foot ladder as well as a second person to help carry and steady it. In addition the warranty states that the warranty covers “ceiling fan motors and their controls”. Company now says that they won’t cover the cost of repair because the only controls for the fan are through a remote. The exclusion wording in the warranty that they point to, states non coverage for “touch pads”. The company insists that I personally spend upwards of $300 before they will tell me what and how much will be covered. Two of their have told me the repair would be cover and the electrician and two of the company’s other people have told me the repair would not be covered. Now they are telling me that I will incur additional charges to gain access to the fan because the CEILING fan – which hangs from a CEILING approx 16 feet above the floor – does not provide “adequate capacity or space for serviceablilty”. (It hangs from the middle of the ceiling with no walls or encumbrances within 15 feet) My advice is to look elsewhere for a home warranty company, my experience is that their customer service is abominable and that they will lie and cheat you out of your money. DON’T EVEN THINK ABOUT DOING BUSINESS WITH THIS COMPANY.
This company is terrible. We have had paid their premiums for 11 years. Made one claim on our water softener, was told it wasn’t coverd. Made another claim on our dishwasher. Technician from Sears was wonderful and was very surprised that they would not cover the claim. Can’t blaim the technician, he was just doing his job and is subcontracted by the company. Made several phone calls to speak to a supervisor, finally had to stay on the phone until I spoke to one. Claimed that the part was not covered even though it was a “mechanical” part. Because the word “seal” was in it according the the contract, they do not cover seals. (The part that inflated the seal was what needed to be replaced). First person was very rude to my husband. The supervisor was polite but would not make any concessions to help us, especially since we had to pay $60 out of pocket to hear that they would not cover our claim. Immediately cancelled our policy. READ THE FINE PRINT BEFORE SIGNING ANY CONTRACT.
This company is a TOTAL RIP OFF. Do not even consider using them. After pay 60$ to serv. tech., company called to say built in microwave issue not covered after being assured by rep when call was placed that it was. Kept placing calls to find out why, with no results. Rude “KIDS” seem to be running the place. We were lied to over and over. When asked to speak to mgr. or supervisor, were told either no or will call you back. of course, no returned calls, ever. Eventually, canceled policy. Just try doing that. Up front they are quite respectful and want to fix problem, of course they wont, but offer 2 vouchers of 25.00 each to cover my 60.00, but not cash. Must be used for, get this, utility or grocery pymnt and proven how it was used. Just plain stupid. But only if i will renew contract when it expired will i get these ridiculous coupons. Can not get any money back on what time is left on policy, thank goodness it only a month. Better Business Bureau should be informed of their rip off ways. Lesson learned, do as much research as possible, dont take your mortgage co., we had Sun trust at the time, recommendation. If I save 1 person from using this horrible company, I feel my time here has not been wasted.
refused to pay for a claim
My A/C broke down 3 weeks ago. After calling Total Protect (Cross Country Home Service Inc.) on a daily basis for a week to follow up on the order for the part to fix the A/C they told me that it would take another 3 weeks to get the part needed because it was on back order. Imagine living in Florida during the summer without A/C!!!! They did not care at all. I kept talking to different supervisors and all of them gave me a different excuses. I took matters on my own hands and started to call A/C repair companies. One of them told me that it was not a big deal and that they would fix the A/C for me the next day. As promised the A/C repair company showed up next day and had the parts in the van. In less than 2 hours the A/C was fixed. Now I am in the process to try to get a refund for the A/C repair costs from the appliances insurance company but nobody answer my calls. I was even provided a supervisor’s extension number. I left several messages but no answer from him. I have never seen such a pathetic customer service like this. It is a shame that companies like this exist to rip off customers. Save yourself some trouble, STAY AWAY FROM TOTAL PROTECT (CROSS COUNTRY HOME SERVICES INC.)!!!!!!!!!
I was looking for a warranty company and just so happen; I received some correspondence for my mortgage lender, SunTrust, signed by the Vice President, Cathleen Sanger, of their insurance division. The letter states that Total Protect is now available in my area and I should use them as my warranty company and they will add the payment to my monthly mortgage payment. After reading all of the horror stories regarding service among other things; I am going to pass even on the free 30-day trial. My mortgage is a few thousand dollars; maybe not a whole lot to some, but in this economy, I cannot afford to even give up $39.95 per month to an organization that appears to have defrauded others. Thanks for the comments.
Our a/c went out almost three weeks ago. The repair company they recommended was at our house two days after the a/c went out and said the compressor needed to be replaced. Since then, we’ve called almost daily to check on the status of our claim. We are repeatedly lied to, phone calls are not returned, and nobody can or will tell us when this claim will be settled. We’ve explained that the temperature is over 100, we have two young children and a dog in the house, and they don’t care. This is the most difficult company I’ve ever dealt with and the worst customer service. Even more disturbing is that they are willing to put people’s lives at risk.
I called on July 3rd to advise that my home’s main A/C unit was not cooling properly. I was on music hold “Fall in New York City” music for 30 minutes. Hung up, had to go back to work. Called back later and was on the hold for 40 minutes before someone finally answered. I was told that because my home has two units that I serviceman could not see me until Monday July 6th. (A two ton unit can sustain a 3,000 square foot home) Asked to speak to supervisor, I was told one would call within two to 4 hours (no one ever called). Monday rolls around and no-one ever shows up. I call back Monday afternoon and a new company is summoned and he goes to my house at 10:30 AM on Tuesday only to state that the coil needs replacing and the warranty does not cover it. NO IT’S A $75 CO-PAY. I PROMPTLY CANCELLED MY POLICY AFTER 3 YEARS AND ONLY ONE PRIOR USE. I HAVE ALSO REPORTED THEM TO THE BETTER BUSINESS BUREAU. FRAUD!!!!
I think my review will probably sound like everyone else’s, but at the risk of being mundane, here goes: Filed the claim, and in a timely manner they had a service company arrive to repair my fridge–a Sub-Zero. The tech who arrived was nasty and non-conversational, but he won’t be the last guy who comes to the house who obviously hates his job and has a problem with authority and responsibility. He leaves, saying he needs to order parts, and does so. Returns a week later with a new compressor, which he told Total Protect was needed. Turns out that it wasn’t needed, but more about that later. He installs the new compressor without first performing two required steps, and then overcharges the system with freon. The fridge dies the next morning. Of course, we had gone food shopping that evening, since we were relieved that it was supposedly fixed. By now, our family of 6 had been without a working fridge for about 3 weeks in the dead of summer. I can’t compute the cost of the food we had to keep throwing away, or the annoyance factor of having to live out of a cooler, buying bags of ice each night just to keep some semblance of food in the house. The tech had been so nasty and obviously so incompetent that I told Total Protect to send another company, which they did. This guy was good. Diagnosed the problem quickly and stated that whoever said the machine needed another compressor was wrong, but worse than that…the missed steps prior to installation had rendered the compressor dead, as well as the fridge itself. Well, we all know that just about anything can be fixed if you spend enough money on it, but for all practical purposes, this fridge had been killed by an inept service tech. I asked the new tech if he would tell Total Protect what he told me–that the fridge was dead, and that it had been the fault of the first service company. He said he would definitely report that, and now, after 7 (count ‘em) weeks without a fridge, and hundreds and hundreds of dollars in food-turned-garbage, I felt compelled to buy another fridge. Not a Sub-Zero obviously. Not in this economy, so I replaced my murdered high-end Sub-Zero with an LG. A good box, but not the same caliber of equipment. I called Total Protect to tell them that I could wait no longer for them to finalize this and that out of necessity I had bought a new fridge. They said I shouldn’t have done that. They wanted to send the same morons who killed my Sub-Zero back, ostensibly to kill it again!! I said, “look, the first replaced compressor wasn’t necessary. The company you sent me cost you hundreds of dollars for nothing. Now you want them to come back and put in yet another compressor?” Turned out that the second tech, who had told me the fridge had been ruined by the first tech (from the original service company), told Total Protect that it could have been fixed by installing another new compressor. My cap reimbursement for the fridge was supposed to be $1,000, but because I purchased the new fridge, they were only going to send me $367, figuring that the cost of the compressor they’d already paid for had to be figured in, and so I wasn’t going to get the full $1,000. Of course I wasn’t surprised. I told the rep on the phone that I hadn’t bothered them with ancillary claims for all the discarded food, all the bags of ice, all the inconvenience suffered by a family of 6 over a period of 7 weeks while waiting for them to finally repair our fridge. But they chose to screw me anyway. Am I sorry I have Total Protect? No. At $38 bucks a month, or whatever it costs, and for a $60 copay each time I have a claim, I do manage generally to get the repair done, albeit by inferior service companies, with inferior, inept servicemen, in an inordinate amount of time. There’s no winning in cases such as this. They have you by the proverbial short-hairs and you simply have to swallow it. Am I frustrated and angry? You betcha.
They will go out of their way to not pay for a claim. I did not schedule the repair, but rather contacted their approved service company to do some emergency HVAC repair. They denied the claim because i did not contact them first. But the fact is, i did contact them first…but no one answered!! Someone finally called me back 7 hours after the repair was made. Then they said that the company i had come and do the work was not the company they would’ve had do the work, even though they had just performed a claim last winter. It’s unfortunate that they would stoop like this, just to save a lousy $300, because now i will cancel my contract with them, and implore all my acquaintances to do the same. I’ve also contacted the BBB and the State Attorney General’s office. Check out their website: no contact information whatsoever. Now check out AHS. Notice the difference? Stay away from Total Protect and Homesure. F-
Services for this contract has been very poor. They do not service their clients needs in a timely manner nor do they make provisions when they send out providers that do not provide proper services to their customers. My refridgerator has been out of service for the past several weeks waiting for parts, service, missed scheduled appointments, and follow-ups. Even after all that the refridgerator is still not fixed. I have lost money from food spoilage several times with no reimbursements. The management from Total Protect does not assist with the problems that occur with the customer and provider. The provider or management of Total Protect does not call back customers as requested or promised.
I wish I had thought to check on this company back when we first bought into. It seemed like a good idea, esp since our house is about 30years old and we knew things were going to start dying. Well we have had similar problems with them. We have had 4 claims in the last few years. They will always give you the name of a company nowhere near your area and will fight you tooth and nail if they find out something needs replaced. The latest issue we have with them, and the biggest is our a/c went out 6/27 and we finally were authorized to get someone ourselves when they couldn’t. We were told we needed a new a/c, which is no surprise since it is the original one, and 31 years old. The company we used was rejected due to price so they managed to find someone else to come out. This new company claims we have a mismatch and Total Protect says those aren’t covered but it’s clear the a/c died due to old age. We are arguing with them back and forth and having the company that installed our new furnace faxing information to them to prove there is no mismatch. (The furnace was replaced 3 years ago before we had this plan). I’m so frustrated and disgusted that all they want to do is get out of an expensive claim. If this ever gets resolved we will be sure to cancel because we have had it with them. I WOULD NOT RECOMMEND GOING WITH THESE GUYS AT ALL!! You will just find yourself wasting money and getting a big headache.
I have experienced much of the same treatment from the company and it’s not getting any better. They’ve been out to my home for the same a/c 4 to 6 times. Each company sayss something different not to mention most never check the entire system. My system went out for about the 4th time in may and it hasn’t been running completely since. The so called warranty companies always come out and has to order parts that will take at least a week and then it will run for two days and go out again. I haven’t had any a/c for continuously for three weeks and I’m tired of them!!!
has taken 2 weeks to get a new hot water tank. then wants us to pay out of pocket $450.00. terrible warranty