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
Coverage Area: USA - All States
| 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: « 22 … 14 13 12 11 10 [9] 8 7 6 5 4 … 1 » Show All
Pages: « 22 … 14 13 12 11 10 [9] 8 7 6 5 4 … 1 » Show All
In April of las year, my bank offered “Total Protect” to it’s depositers,; was given the option of have monthly p-ayments taken out of account + with anytime cancellation. I took a chance & signed up. About 3 months later, my home decided if it had coverage, why not let everything to break down! It is now January of 2010. Here is the list of my repairs, 2 bathroom sinks, 2 toilets, a water heater, the kichen main drain; all of which I just paid the standard service call fee. Add to this list was my heat pump broke down. It was too old to repair so had to be replaced. My fee was a standard service call + a fee to have the old unit taken away. I thank God every day that I signed up for their service. The operators were always very curtious & helpful!
Do not use this company!! I have never used a company who was so unprofessional, worthless, time comsuming in the manner that they operate. Air Conditioner went out, took 1 month to fix. Broke down 2 more times still got run around, fixed, lasted 3 months and now compressor is out again. Stilling waiting after a week and still not fixed.
I have not had any problems so far. My drain was giving me problems on Thanksgiving Day of this year and they managed to give me service when most people just want to be with their families.
I wasn’t given any information over the mail. Now all the sudden its taking money out of my Bank of America account. Try everything to cancel the services and possibly get my money back. Might cause me to close my account with Bank of America.
NOT HAPPY WITH THIS COMPANY. WENT WITHOUT A REFRIDGERATOR FOR ALMOST ONE MONTH waiting for a compressor. We had a compressor go bad in our refridgerator. Lost all the food, etc. The first time, a repair person said he fixed the problem. However, the refridgerator went out again a few months later. The compressor had to be replaced. The service man said he had a replacement in his warehouse, but Total Protection would not allow him to use it. They had to order it themselves. I called them weekly and kept getting the run around- and the staff was not always pleasant to speak with. It took almost a month to finally get a new compressor installed. Luckily, I had a small refridg in the garage to use in the meantime, but if I was depending on my refrid in the house, I would have been totally out of luck FOR A MONTH!!! I’d call the company TOTALLY OUT OF LUCK instead of Total Protect.
DO NOT TRUST IN TOTAL PROTECT. They are a total rip off. I had to call them 3 times and it was always a headache. Each time the technicians came to my house they didn’t repair the broken part, so I have to call them again and again to finish their work. Last time (December 2009), they came to my house because the heating wasn’t working OK (the fan was on and off every minute) so the technician reset the system and said to me that everything was working well now. He also said that in case of happening this again I shouldn’t be worry because there is a 100 days warranty. A week after his visit, the heating started working wrong again (same thing with the fan) so I called the company under the option “following a claim” and asked for a technician. The same technician came to my house but this time he said, the problem my heating had, was different from the initial so I should pay the deductible again as a new claim. After spending the whole afternoon calling Total protect (I was always on hold) they refused my claim and said I had to pay the deductible since the first time they didn’t repair any part so there is no warranty for this case. I am going to cancel this service ! They steal your money, do not trust on them!
This company says they are all about customer service but it is really just the opposite. They are absolutely the worst. On the phone, they are the nicest people you would ever want to talk to but….when it comes to getting the job done, they stink. Surely, there must be a rating lower than one.
I am currently on a furnace claim going on 2 weeks now in the winter, in Texas so its not frozen or anything. This summer it took almost 3 weeks to get my A/C fixed. They did eventually replace my outside A/C unit, but not for the $60 they say, but, it was cheaper than paying for it myself. We’ll see on the furnace. Still waiting. I refuse to give up or give in and will call 3 or 4 times a day until it is resolved. If you are looking at home warranty companies, surely there is a better one than this.
We do not like this company. It is very inefficient. We have to call several times for each claim to get any service. We have to call the repair people ourselves and do all the appointment making. They just tell us to find someone who accepts 3rd party billing. I strongly advise anyone to stay away from this company. They will give you the run around!!
I know I am in a minority, but I did want to post my experience due to the negativity. This is my first claim. I have had coverage for two years. My heat pump quit working. After I read all the negative reviews I was extremely skeptical about the company. I called and got customer service on the phone. They immediately put me in contact with an HVAC company. The company set up a time to come out the next day. They came during the appointed time and the problem with the heat pump was fixed in a short time. Obviously it was not a major problem such as a total unit failure, but nonetheless, it was fixed. I count myself very lucky amidst all the bad reviews, but did want everyone to know that for once, they did what they were supposed to.
After about a year of numerous phone calls from bank of america soliciting my business to buy total protect home warranty i finally decided to purchase the plan to cover my appliances etc…As luck would have it my a/c started to blow air that was not cooling the house properly…They sent a service tech out here who diagnosed the problem…he went to his truck and made a call and came back to tell me that they will not cover anything because of rust…He took my 75 dollar deductible plus i pay a monthly fee of 39.95…This is fraud as everyone knows that anything that sits outside exposed to the elements with condensation etc, will get some rust..This is not a warranty this is a scam..and should be illegal..I would like to expose them to the public and shut them down..I will be sending an email to cnn and all the local news stations in the orlando area to expose this fraudelent business and to prevent anymore unsuspecting customers from getting ripped off.By the way the service man says he is used to the complaints so i should not complain to him but to call the company…he also said they fix some but not others ,and doesnt understand why everyone does not get the same treatment..I called the company back and a very passive aggressive woman told me that i could cancel if i wanted and was there anything else she could do for me …I just hung up before i lost it.By the way after calling other air conditioner companies in my area i was told that rust is indeed considered to be normal wear and tear on an a/c unit.
I don’t know where to begin. I’ll start with this company is a joke. In the middle of a heat emergency, my A/C unit went out. The earliest they could get someone over to look at it was 3 days. After a local company looked at it, they told me that they would give the claim to HMS and then they’d be back out to fix my A/C. After a week of trying to get answers, someone finally called me back from HMS and said they would not cover our unit because of pre-existing conditions and improper installation. I told them that answer wasn’t good enough and I took them to the BBB. Only problem is that they don’t care b/c they are not part of the BBB. I got a call back from the HMS rep and he continually called me a liar and cussed at me. He eventually hung up on me and told me to go to hell. DO NOT USE THIS COMPANY. THEY ARE A SCAM!!!!!!!!!!!!! You live and you learn.
Horrible experience with our oven. Kept breaking down with Home Protect telling us each time it was a part that was not under their plan. We had those parts replaced at our ouwn expense. Again it happened and they again sent in a Company to examine the stove and again they claimed it was a part that was not under warranty they we had replaced 6 months prior. We had the same company that had repaired the stove come out and they examined the oven and found the problem to be a different part that should have been under Home Protect’s warranty. They refuse to honor the bill.
All I know is that I have had my dishwasher repaired, microwave repaired and double ovens (main electronic board) repaired (in the first year) without absolutely no problems. This summer I noticed a section of our heating system ductwork had fallen to the basement floor. I called HomeSure and they immediately sent the heating company out. The two guys replaced the ductwork and all I paid was the deductible. Today my heating system wasn’t working correctly and again the heating company came right out (within 1.5 hours!) They have to order a part and have called to tell me they will be back in a couple of days. So far so good…..no complaints. I would recommend this company highly.
We have an outside heating/air unit. total protect would not cover it because or rust. Plus they said we had the unit too long.
Their response time is very slow and can easily takeup to 6 weeks for a repair. The customer service is not good as the representatives will tell you anything just to get you off the phone…. and someone will call you back soon. Yeah, right.
For the past 3 days I have been trying to reach the such call 24 hours 7 days a week service. Teh computedr that answered the calls is unable to connect to the non existing SERVICE. I have been enduring 3 days without any heating at my house. I call this 24 hours service FALSE advertisement. Poor alone would not describe it. Martha E. Wichy , San Antonio TX
I have had Total Protect for 7 years. They are willing to send someone out every time, but the only problem is they find a reason to deny every repair. Every time they send someone out, they have an excuse for not being able to make the repair. They use the maintenance excuse a lot. The policy states that if they are not able to fix it, they will replace it, but they have an excuse each time why they can’t fix it. I am totally disappointed with them. They told me that they were not able to fix my dryer because I did not have ample maintenance done on it. Well, I got the maintenance done, faxed them a copy of the maintenance slip that it was done, and they sent another maintenance person out (who used the same excuse that the maintenance was not done), and they refused to fix again, but still had to pay the $60 fee for them to come out. After that I cancelled my insurance with them and would not recommend them to anyone. I am going to write a letter to the Better Business Bureau on them.
I had my my regular bi-annual cleaning performed of my heat/air unit and the tech said my heat exchanger was bad. I called TotalProtect to send a tech under the warranty. 5 days later, their tech came out and wrote up that there were several holes in my heat exchange unit. He said TP had 48 hours to respond to his submission. Receiving no response from TP, I phoned them in 5 days, leaving a message for them to call me on my cell, not my home phone. They called on the home phone, a message I did’t get till after working hours. Called again, left another message to call on cell and miraculously, the same man from TP called again on my home number. Finally got through to him at day 7 and was told the claim had been denied because he said the tech told him the unit was rusted and damage due to rust was not covered. Next day, I wrote a letter to file a dispute, including the written evaluations from their tech and my tech. 16 days later, I got a letter that they were declining my dispute and were not going to pay the claim because both tech had “said” the unit was rusted. I’ve been paying their $455.40 per year for this coverage for several years, and have used their service only one, for my stove. What a sham – I am not through with these people yet.
I don’t know why so many people seem to be having problems with this company; but since January 2009 they have replaced my washing machine; fixed my refigerator; replaced the A-coil in my A/C unit; & recently repaired my electric dryer. All this only cost me $175.; since they raised the deductible to $75. I don’t know what I would have done without this company; in my area they are great!! My only complaint is the 8 to 5 time frame for the service call. We working people would like a specific appointment time; but the repair company here has been very willing to work with me on that.
My AC unit went out shortly after my “warranty” was effective. I called, beleiving that I was covered. I was charged $75 for their service man to come to my house; the service man disabled my unit & said the repair/replacement was not covered due to “pre-existing conditions”!! What the . . . All the phone reps I talked to told me something different about the problem w/my AC. I spent $1500 of my own money, plus $75 to line their pocket, plus $40 for my monthly warranty fee!! This is a rip off, they are crooks. Find someone else!
claim denied stated improper installation had a second contractor service product stated product installed correctly. total protect does not stand by their services
In May 09 A/c went out…called total protect..sent out an a/c company..said I had a freon leak…they did the freon and we paid them to clean the lines…after that ice started to build up again…fuse box started to trip..called t.p. again..they sent out an electric person…I tried to explain I didn’t need an eletrican, but they sent one out…it was not my fuses…NO DA DA…they again sent out the same a/c…they said it was my compressor…Mean time my husband has copd (not easy to breath hot air) they said they were sorry again and again…they ordered a compressor …waited 2 weeks…compressor was put in…still not a/c…the same company came out and then said my a/c is 80% clogged…I asked if they went under the crawl space to get the coil…they said they don’t go under crawl spaces.. W H A T !!!! did you ever hear of an a/c company not going under your crawl space…finally had to call my own a/c person to go under the crawl space and the said my coil was leaking oil and I need to get a new one..$900.00.I asked them to write me up a work order so I can fax it to Total Proctect to get approval….I waited 3 weeks….no response…I called..the answer I got I already met my deductable and now I had to pay for a new coil….guess what that was the problem in the first place and T. P. wasted all that money for sending an a/c company out that doesn’t go under the crawl space….
I had the plan for 3 1/2 years, they did not repair our AC/Heat Pump to our satisfaction, they will not repair a self-cleaning oven, they are slow to answer the phones when transfered from one department to another. No one with authority speaks with you, they read from a script and cannot/will not offer suggestions. The contract has so many exceptions, that most repairs are not covered. Read the contract before going further. I will never deal with Total Protect again and will recommend to any who ask, Stay Away! I did have one Customer Service rep who was very professional and helpful, but tried to keep me from cancelling. I cancelled.
But there is an enormous difference between fluidity and compromise. ,
I called the local service repair person serveral times without recieving a return call. I reached out to the main office again and was given another local contact. This contact came to my home and charged me $15 over the agreed upon deductible. He didn’t fix my AC but rather “patched” it and said that I’d have to pay an additional $275 for him to clean my coils. He called the main office and when he got off the phone with them I was informed the damage the water from my AC caused to my wood flooring was NOT covered. The person from the main office was completely unprofessional and couldn’t explain to me why the floor wasn’t covered when I repeately read to him the items covered under my contract agreement. This company is ripping the elderly off.