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: 309 Rate this Company!
Service Timeliness
Repair/Replacement Service
Overall Rating
Total Reviews: 309 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 … 13 12 11 10 9 [8] 7 6 5 4 3 … 1 » Show All
Pages: « 14 … 13 12 11 10 9 [8] 7 6 5 4 3 … 1 » Show All
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We have been without our A/C for a week so far and see no quick end to this repair/replacement problem. Technician complained because they don’t pay him enough. The company says it takes 3-4 days to ship the parts but the tech can pick them up in our town. However, the company doesn’t bother sending the purchase order so he can pick it up. We have told them that my husband has had heart trouble, and it is 90 degrees in this house and he is having trouble breathing. Of course if I had found this website first, I never would have bought this insurance. If something happens to my husband, I will most definitely sue them. There is no excuse for all of these delays and we will have to try to live through yet another weekend of this heat if the tech doesn’t get the p.o. to pick up the equipment. This may sound harsh but these people are incompetent, uncaring, slow or lazy, and basically not worth the money or time. Avoid them!! Total Protect is a rip off and the deductible is now $75 plus the tech wants another $125.
We have used Total Protect 3 times since we purchased the service. It was advertised by our mortgage company and I had the monthly charge tacked on to my mortgage bill. I wish now I would have stayed with American Home Shield, which is who we used in our previous home.
In the last 3 months, Total Protect has covered A/C service for our home. Each time a service call was placed, the repair companies applied a “band aid” to fix the problem. This past weekend the a/c went out again. Luckily we were able to get someone to come look at it on Sunday, and they said we needed the unit replaced. They called it in to Total Protect, and it was denied. The first question Total Protect asked them: “Is there rust present?” Yes, there is…it’s an a/c system that sits outside, in the rain, in the humidity, with condensation, etc…they ALL rust after a certain amount of years. The repairman was shocked that it wasn’t covered, and he even said that Total Protect is a bunch of crooks. My husband looked it up in the contract, and sure enough it does say it won’t cover a/c systems where there is rust present. It’s a loophole they created so that they rarely have to cover replacing a system.
I am promptly cancelling this “warranty” and going back to AHS. Meanwhile we are kicking ourselves for not reading the fine print. Live and learn…meanwhile it’s the hottest time of year in Florida and we are roasting…
Total Protect is not a reliable or creditable company. We attempted to have them repair our refrigerator when the ice and water dispenser went out — they said it was not covered. Then we attempted to get them to repair a refrigerator in our garage when it failed, they said the warranty only covered the primary kitchen area. Finally on Tuesday night, our kitchen refrigerator stopped cooling. We called at 10 am cst to make a claim. By 2pm, we had no call from a service tech or the company. I called the tech — he said it would be 3 days before he could come out. We called Total Protect again. They informed us 3 days was their policy — even though we had already discarded ruined food. We asked to speak to a supervisor, after a couple of calls, we were informed that it would be 4 hours before a supervisor would be available to return our call. Finally last night at approximately 8pm, we were connected to a supervisor, who then told us that the earliest appointment would be next week with a different technician. It was unbelievable!!! The situation actually went from bad to worse, literally. Once we informed them of our intent to contact an attorney and discontinue service, we were contacted by a service tech this morning who stated that IF he had received the work order yesterday instead of this morning, he could have repaired the fridge TODAY however now it would be TOMORROW — bring us right back to where we started! So it was more important to put forth efforts in NOT providing customer service than in working towards a solution that would be mutually benefical! Needless to say, Total Protect has received its last payment from us — after nearly $500 in premiums for NOTHING but headache and spoiled food!
Total Protection is HomeSure of Arizona, Inc. When my air conditioner failed T.P. decided to replace it. Temp in AZ was over 110. It took over a week to obtain new air conditioner. Less than a year later, temp over 110 again, the new air conditioner failed. Instead of hiring a local repair company, like the one that did the installation, they send someone from 250 miles away, and put him up in a motel. The first day I pay the $60 deductable, and he said he fixed it, but after it turned off, it would not restart. The second day, the same thing happend, and again the third day. But after the 3rd day, he had gone home, so there was nobody to fix it and that was a Saturday. I got thru to Total Protection on Monday and asked if they would send out the company that had installed the unit the previous year. They fixed the problem, but I had to pay the $60 deductable again. Total Protection would not reimberse me the second $60. I am in the process of changing to AHS.
Had a problem with the water heater and Total Protect sent Ogles Mechanical, their only service company in the area (50 miles away). He did the job but after having some problems and calling my regular plumber I was advised that it’s the wrong type of water heater for the house, doesn’t meet code, there’s a high risk of carbon monoxide and fire. The whole job has to be redone. I asked Total Control for assistance in getting the service company to correct the problem (the contractor won’t return my calls) and was advised that it was “my contractor” which is not true, and my problem. Had I been given a choice I would have chosen a local contractor. Filed a claim via the BBB but the contractor wouldn’t respond. I talked to a lawyer and he says I have a good case under the “Consumer Protection Law” and I’m filing suit against Total Protect and the contractor.
air conditioner reported not working in June, as of Sept.1 still not working ,but now told they will finish job for over $1,000 more.
AC needed repair SEVERAL times because total protect would not complete the job, only bandaids. One call took 3 months to get repair service for AC. For a Plumbing issue, they contracted 2 companies who never showed up to do repair… meanwhile hot water was running constantly for several days causing HIGH water and gas bill.
We have been without AC for a week because they dont want to pay their chosen service providers rate,
The chosen service provider said we could have had AC
” air conditiong early last week but they wont approve the claim ”
They do not provide what they claim
We have asked for supervisors to contact us they have the same story as the frontline people no news!
My a/c went out 2 weeks ago they sent someone out said motor was burned out they put one in and a few days later it went out again. They brought a new motor out but then they said the compressor was out and that it worked yesterday but now it doesn’t work. They told the warranty company that they recommened it all be replaced since it was an older unit. The warranty company said that they didn’t cover all that was to be replaced. The ac company wanted to charge me 150 dollar for a new cement pad that the unit sits on said it was not big enough and 300 dollars to haul off the old unit. I had another company come out the pad was 3 inches bigger than it needed to be. I am still waiting on my claim credit money of 1258 dollars and I have to pay 1737.00 dollars out of my pocket to replace it all. My family is still without ac. Don’t use cross country home warranty what a joke
I implore you all to exercise your right to arbitration this will never end if you throw in the towel. On Page 20 paragraph 7 there is a detailed way to involve the American Arbitrator Association. http://www.adr.org/.
I also encourage you to involve the West Palm Beach BBB
http://www.seflorida.bbb.org/ComplaintDetail.aspx?CompanyID=4004196
these are methods to get you answers from third parties that can actually do something about it
Ok, I kinda feel guilty posting this (with all the negative on here)but this is a true story. A/C went out and last Saturday (8/13) I called Cross Country (Total Protect) to see about having my A/C looked at and fixed. I called and a very nice person set me up with a company but it was Saturday and could not get of them. So they left a message and contact was finally made with a company named “The Cool Guys”. An appointment was made for Thursday morning. In the mean time I checked out this site and was astounded at the negative reviews thus I expected the worse. Thursday rolled around and I took the morning off and waited for the contractor and waited and waited. Finally I called the contractor’s office and a nice lady answered and said she did not know what happened but would check so she called back and said the tech “forgot me” but would be able to come out around two or three…”Forgot ME”!!!!!!!!I Rate this company (The Cool Guys) a 1 because you cant rate them a zero!!!! I told her no because while they were making money I was waiting on my time not making money so I could pay them. I am sure they were going to diagno only and repair later..although that is speculation.
Call Cross Country back got another nice person who call a more local contractor AAA plumbing, heating and A/C I talk to the owner of AAA Rick who said he would be out ASAP. Rick arrived checked out the unit and found a circuit board fried. He called Total Protect right then explained the problem. Dickered a little and received the go ahead and put the new circuit board in but he then found out that the circuit board was a secondary problem that the condensing fan motor would not turn. So he got on the phone again and talked to Total Protect dickered a lot and eventually received authorization. Bottom line because of Rick I believe this process was painless. I paid him $60 he worked for me and got the job done in one day. A/C on and family happy. He gets a 10 rating (if I could).
I do not know if I got lucky but Rick told me he has been doing business with Total Protect for 15 years and rarely has a problem. I don’t think he would have worked for them that long if they did not treat him fair. I will be sure to update future use of Total Protect.
Bottom Line:
Total Protect (Cross Country)- 5
The Cool Guys- 1 really zero
AAA (Rick)- 5 but really a 10
No problems with dishwasher, toilet, furnace , A/C repair, just 60.00 co-pay. But they cover only ONE A/C unit, and we have 3– we didn’t know this. So if the one we had fixed before goes out, we are OK, but not if one of the others goes out.
The 1st claim i ever put in was for my electrical. Half of my house was without power. Took 2 months to get this fixed. I had extention cords running thru my home to provide power to areas without. This last claim was the last straw. My AC went out. Took them 2 weeks to ok the work to be done. I was then told it would take another week for the part to ship. It got lost. So instead of them having the new part next day delivered, they said it would take another week. That week went by and nothing. Don’t use these ppl. They are incompetent and so are the vendors they use.
I am soooo disappointed in this company (Total Protect). My mother in-law had been disappointed with their service, but I thought I would give them the benefit of the doubt. My a/c went out (I live in Hot Georgia). I called and they sent out a company the next day. They told me the same thing they told my mother-in-law. My coils are dirty. A friend who is a HVAC tech talked to the techs and told them he had cleaned my coils last summer. Oh, then the story changed and now I have a lot more things wrong and my breaker box is even wired incorrectly and something is “shady”. The shady is how you are treated. The service center wrote up the report so Total Protect would not have to pay for any repairs. I continue to sit in a hot house (I work from home also).I have called numerous times and asked for a supervisor to be told, they are not available and will call me back. I actually work for a warranty company (we work with large appliances and tvs) and could not tell a customer that I cannot continue to hold for a supervisor because she has other customers to assist. What does that mean to me? You are not important. I have written a letter of complaint and will be mailing a copy to everyone that I can. I would not recommend Total Protect to anyone. They are a Total Protect rip off.
Good Morning to all. Again, back to the same story. I fully suggest don’t purchace this home warranty. Nothing but problems. A complete run around. they keep you money and do nothing. I can’t believe the “Attorney Generals” in each state let them continue to do business in each state. Again, not enough protect for the consumer always for big business that is why our country is in the mess it is in.
Total Protect sucks
I called total protect again 1:01 pm CST, 2:01 their time. Same thing. they are still trying to get my A/C was advised to call back a 5:00pm. Customer Service Rep claims they are working on it and have not forgotten. Run around and more run around. It is extremely hot where I am at they don’t care. I think the Attorney General should read this-peoples live are at stake. Anybody have any suggestions.
when reading everybody complaints-regarding A/C nothing but run around. Claim been approved, but been over 1 week still hot 100+. They don’t care. Total scam.
I am very concerned about the service provided from TP after reading about 95% negative reviews. More pasion comes from bad experiences than good ones so I would expect to see some negativity. But the the overwhelming amount is really scary. I am also going to call a few A/C service companies to see what they have encountered with TP.
After two months and two new dishwasher’s delivered to my home neither one work, these are new dishwahers.
I have been reading the review’s just from the last week and I just wanted to say how tired I am from making phone calls for something that is owed to me.
You never get the same person.
when you do get a good person you will never get her again.
I have to do the leg work.
you cannot get a manager, and everyone has a diffrent story.
I can certainly understand why people drink!!!!!!!!
jsw0514@comcast.net
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.