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Home  /   Companies /   Home Protect Home Warranty
icon Last updated: February 11, 2019

Home Protect Home Warranty

Home Protect Home Warranty is a wholly owned subsidiary company of the Cross County Home Services Inc, and currently provides services under the brand name of TotalProtect. Home Protect Home Warranty was established in the 1980s. CCHS claims that their company is dedicated to making home ownership easy and cost-effective. CCHS is a member of many reputable organizations such as CXPA, DMA and SFIMA. The company is headquartered in Boca Raton, Florida.
Home Protect Home Warranty
0 / 5
Based on 54 Reviews | Write A Review

N/A

Estimated Appliance Coverage

N/A

Estimated System Coverage

1

No. Of Active States

No

Complaint Resolution Program

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Home Protect Home Warranty REVIEWS

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April Murphy, El Mirage, AZ

On Jun 19, 2019

very disappointed with the service I have received! we have had this company for 10 years and the past year has been horrible since they have been bought out. I called for a service job on AC Unit Thursday June 6th 2019, they sent out a tech from Sears on Friday June 8th 2019. he said there was a Freon leak and patched the hose and refilled the unit with Freon. the unit worked for 3 days and on Tuesday ..Read Full Review

very disappointed with the service I have received! we have had this company for 10 years and the past year has been horrible since they have been bought out. I called for a service job on AC Unit Thursday June 6th 2019, they sent out a tech from Sears on Friday June 8th 2019. he said there was a Freon leak and patched the hose and refilled the unit with Freon. the unit worked for 3 days and on Tuesday June 11th 2019 I noticed the AC wasn't cooling again. I called the home warranty that night and they said they could get someone out the next day but I had to call the company since it was passed hours. I called 8 times that morning no answer from the AC company. Called the warranty back and they gave me a different AC company to call. Roger cox cooling and air came out Thursday June 13th 2019 and there diagnoses was the HVAC coils where damaged and if the first tech would have checked the unit thoroughly we could have already had it fixed. they had to order the parts and since we were going into the weekend we wouldn't get the parts until Monday June 17th 2019. Mind you I'm in Phoenix Arizona one of the hottest states and it's the middle of June with temps at 112-115 degrees and getting hotter, not to mention I told the home warranty I have an infant , 2 dogs, and a medical condition Heat induced seizures, I'm going on over a week of being in My Hot home of 95 degrees and they are just taking the sweet time filing my claims. first they denied the claim and never even called to tell us and then when I spoke to the Warranty about it they said it was the way the AC tech worded his report. they re -filed the claim now its under review again and its escalated because the manager called me and said I had no idea you lived in Arizona, that changes things. Wow you didn't know I lived in Arizona even though I have to always give you reps my address to verify my account on the "recorded line " its now June 19th and still no AC, I'm actually taking a trip to the ER now because I'm sick and over heated due to the negligence of this Warranty company. Not to mention 3 years ago we got the same part fixed and it was covered and it has a 5 year warranty on it! I also contacted the BBB and Channel 3 news. hopefully no one else has to go through this . ..View less

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Laurie Boggs, Middleton, ID

On Oct 12, 2018

I cannot even rate this I am so deeply disappointed. I have been with this company for years and for the most part they helpful. However, this year our refrigerator broke and it has been frustrating to say the least! This is what I have gone through: 1). File the claim on the 9/25/2018, Called on 9/26/2018, because I had a question, I found out that no claim was filed. Refiled again. 2). Sears came ..Read Full Review

I cannot even rate this I am so deeply disappointed. I have been with this company for years and for the most part they helpful. However, this year our refrigerator broke and it has been frustrating to say the least! This is what I have gone through: 1). File the claim on the 9/25/2018, Called on 9/26/2018, because I had a question, I found out that no claim was filed. Refiled again. 2). Sears came out the fix refrigerator on 9/28/2018 3). 9/28/2018 Fridge made a loud noise and quit working only 2 hours after Sears fixed it. 4) Called Home Warranty Company and they refiled the claim, for the fridge and wanted to charge another $100. 00 deductible. 5). Called and spoke with Christi and she confirmed we did not have to pay deductible that this was claim was open. 6) A&E Factory Service came out. The fan was glued together - very shotty workmen ship. The serviceman ordered an entire new part and advised he would come out on Saturday the 10/6/2018. No part arrived so I called on 10/6/2018 and I was told the part was back-ordered therefore no one was coming to fix the refrigerator. I requested a manager to call me several times and no one called me. 7). Rescheduled again 10/12/2018, Which is today, I called A & E Factory Services to ensure the appointment. Because it has been 16 days now without a refrigerator . They told me that they did not have the entire part for the job, that it is on back order. I suggested they Fedex it. The man I spoke with was no help. He said the part may be in October 17th. I said "We need a refrigerator now!" Rescheduled again for the 3rd time for 17th. 8) 10/12/2018 Called the Home Warranty Company again to let them know what is going on and asked to speak to a Manager. I spoke with a manager from a call center. There was nothing she could do to solve the problem to call the Home Warranty Company. I said, this is the Home Warranty Company, she gave me another number to call. (All of these cover ups) You think your talking to the Home Warranty Company the the computer transfer you to the 3rd party call center. It has been a joke! 9). I called the Home Warranty again to gather information so I could write this review and the BBB. I finally spoke with some one that had common sense. She advised me that A & E Factory Service was a 3rd party it was a SEARS Company. It all made sense. No wonder my refrigerator is not fixed after almost 3 weeks. I told the Home Warranty that I did not want Sear after they failed the first time. So they gave us a 3rd party - but it a Sears company with a different name. The Customer Service is requesting the work order to reevaluate the work order. I have to call again tomorrow 10/13/2018 to see what the Home Warranty decides. As you can see this is a joke, it is so sad because at one time this company was 100%. ..View less

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Paula Blake, Hartland, ME

On Aug 29, 2018

Multiple calls and hours on hold and problem still not resolved. I strongly discourage anyone from buying a policy with AHP. I plan to report to Better Business Bureau. Not sure if that would even help.

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David W, Marietta, GA

On Aug 01, 2018

We had a faulty clothes washer less than 2 years ago, and Home Protect* sent a tech out, fixed it a few times before replacing it for us (*this was before Total Protect took ownership). The brand new clothes washing machine they gave us broke down 18 months later (in May 2018), so we filed another claim. Total Protect sent out a tech a few days later, that said parts were available to fix, but it would ..Read Full Review

We had a faulty clothes washer less than 2 years ago, and Home Protect* sent a tech out, fixed it a few times before replacing it for us (*this was before Total Protect took ownership). The brand new clothes washing machine they gave us broke down 18 months later (in May 2018), so we filed another claim. Total Protect sent out a tech a few days later, that said parts were available to fix, but it would only be temporary because the clothes washer was a "lemon" made overseas vs. the same washer now manufactured in the US. The tech called Total Protect while at our house to confirm how to proceed with the claim, and TP issued an authorization code to the tech, who then transferred to a TP manager to order the part (this was a 45 min call, apparently tech had gotten the runaround himself before). Long story short, 2 weeks later my wife called them back...parts were never ordered and meanwhile, we had already paid over $50 to a local laundromat, in addition to the co-pay for tech to come out. Between my wife and I, we spent over 10 hours on the phone with Total Protect over the next few weeks...so to recap, broken clothes washer for a month, 10 hours lost on the phone, no progress and all they can do is "send out another tech" to tell us we have a lemon. Not to mention our 3 kids getting shuttled around to laundromats while we waited for a part to arrive that was never ordered. I'm embarrassed for this organization and their employees, who can only apologize that their script does not allow them the ability to take any meaningful action. Even the supervisors and managers were useless. We were loyal customers for nearly 6 years (since we bought our home) and had to cancel due to these problems. Writing here so folks can read this and move on to another home warranty company that will hopefully provide real customer service. This situation caused us to lose all trust in home warranty companies. ..View less

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Rosendo Caveiro, Miami, FL

On Jul 03, 2018

These people are the worst. DO NOT buy a home appliance warranty from this company. My clothe washer has been broken for over 6 weeks and the repair technician they sent had no clue of what was wrong with the washer so he recommended I needed a new one. Now, based on his report, Home Protect Home Warranty does not want to fix the washer nor reimburse me for a new one. The machine is only 4 years old. ..Read Full Review

These people are the worst. DO NOT buy a home appliance warranty from this company. My clothe washer has been broken for over 6 weeks and the repair technician they sent had no clue of what was wrong with the washer so he recommended I needed a new one. Now, based on his report, Home Protect Home Warranty does not want to fix the washer nor reimburse me for a new one. The machine is only 4 years old. And, one cannot understand the Customer Service reps that answer the phone - get some that speak clear English. ..View less

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Richard pulley, Las Vegas, NV

On Jun 18, 2018

A/C went out , placed claim, service provider came next day, need new compressor, then the night mare started, got the runaround parts order, sent wrong compressor, that was 7 days ago, still in research..what a bunch of crap, wife is disabled, med emergency, they were good 2 yrs ago till they were bought out. Almost 2 weeks in 108 temps. next step im calling bbb, and the news 8 on your side, to do a new ..Read Full Review

A/C went out , placed claim, service provider came next day, need new compressor, then the night mare started, got the runaround parts order, sent wrong compressor, that was 7 days ago, still in research..what a bunch of crap, wife is disabled, med emergency, they were good 2 yrs ago till they were bought out. Almost 2 weeks in 108 temps. next step im calling bbb, and the news 8 on your side, to do a news bit. I have had to rent a room ac unit so my wife does not end up in the hospital. DON'T BUY THIS HOME WARRANTY. On phone with them now Monday, 6-18-2018 same bullshit. ..View less

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Kevin Legg, Bakersfield, CA

On Mar 29, 2018

This warranty company sent a repair company to my residence subsequent to a claim I filed for an inoperable dishwasher. I was told that the motor had burned up and the motor would be replaced within one to two weeks. One month later, and after leaving five phone messages with the repair company to contact me with a statue of my claim, I contacted Home Protect Warranty and was told that the problem was ..Read Full Review

This warranty company sent a repair company to my residence subsequent to a claim I filed for an inoperable dishwasher. I was told that the motor had burned up and the motor would be replaced within one to two weeks. One month later, and after leaving five phone messages with the repair company to contact me with a statue of my claim, I contacted Home Protect Warranty and was told that the problem was rodent infestation. There are no rodents in my residence and as the service repairman from GAIS APPLIANCE REPAIR was looking at the dishwasher, nothing was ever said to me about rodent infestation nor did I see any evidence of rodents, let alone infestation. Pictures of the dishwasher were taken by me and they clearly depict zero rodent infestation. I paid $125.00 to the service repairman. This money was never returned and sadly this home warranty company chose to stand along side the appliance repair company. I lost $125.00, which in my opinion was stolen from me. I DO NOT RECOMMEND THIS HOME WARRANTY COMPANY TO ANYONE SEARCHING FOR A HOME WARRANTY POLICY. ..View less

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KENNETH COLLINS, Dacula, GA

On Feb 25, 2018

My heat pump went out last spring, and the compressor was replaced. It went out again in December of 2107, and as of today 24 Feb 2018 it still is not repaired. Their line is "it is in research". What crappy service.

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keith, macon, GA

On Feb 01, 2018

the phone conversations are great. the service after that. a nightmare. I have had a claim out on my stove sense 2016 yes and it is Feb. 2018. that's correct over a year and its still not fixed. I also have a claim out on my dishwasher, yep same problem its been open sense 2017. I am not sure why I pay my fee or even my deductible. I am not sure this company is even serious about the customer, I feel t ..Read Full Review

the phone conversations are great. the service after that. a nightmare. I have had a claim out on my stove sense 2016 yes and it is Feb. 2018. that's correct over a year and its still not fixed. I also have a claim out on my dishwasher, yep same problem its been open sense 2017. I am not sure why I pay my fee or even my deductible. I am not sure this company is even serious about the customer, I feel they just want the money. someone needs to solve this issue because its unbelievable. ..View less

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Keith , Macon , GA

On Jan 05, 2018

I can't say anything bad about the customer service department. They have always been polite perhaps a couple could be a bit more but none the less polite. Now the service part... It's the worse. My range has been out of service for OVER A YEAR. Yes over a year. Whom ever they seem to assign never seems to follow through. I also have a claim open on a dishwasher. Guess what??? It's been over 4 mon ..Read Full Review

I can't say anything bad about the customer service department. They have always been polite perhaps a couple could be a bit more but none the less polite. Now the service part... It's the worse. My range has been out of service for OVER A YEAR. Yes over a year. Whom ever they seem to assign never seems to follow through. I also have a claim open on a dishwasher. Guess what??? It's been over 4 months and call after call, appointment after appointment. Still it's not complete. It gets a poor rating from me simply because nothing gets completed. ..View less

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Stephanie and Aaron Wood, Firestone, CO

On Oct 30, 2017

THE ABSOLUTE WORST!!!! DO NOT BUY THIS WARRANTY!!! HORRIBLE CUSTOMER SERVICE, THEY ONLY HELP WHEN THREATENED TO SUBMIT A REVIEW ON THE BBB. REFUSED TO CALL BACK, LIED TO US CONSTANTLY! UNBELIEVABLE THEY ARE IN BUSINESS!

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Jill Sheetz, Sacramento, CA

On Sep 16, 2017

Last repair on my stove took over a week. The repairman said he had to get approval, order a part and he would contact. Absolutely no follow up. I had difficulty reaching Home Protect staff to follow up. Finally got work done. Canceled service and just got a bill for 261.00 stating that"claims were placed and services provided prior to this cancellation while your agreement was still in effect" ..Read Full Review

Last repair on my stove took over a week. The repairman said he had to get approval, order a part and he would contact. Absolutely no follow up. I had difficulty reaching Home Protect staff to follow up. Finally got work done. Canceled service and just got a bill for 261.00 stating that"claims were placed and services provided prior to this cancellation while your agreement was still in effect". Huh? Why did they allow me to cancel over the phone without informing me? This company SUCKS!!! ..View less

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Mike Bruner, Las Vegas, NV

On Jul 11, 2017

Page 2 (Updated complaint) .... The parts finally came in to the repair company on June 27, but Home Protect Warranty sent the wrong size brackets, so we had to wait another week for them to send the right ones to the repair company - again they refused to Overnight delivery on their mistake and sent it so it would not be delivered for another week !!! On July 5, the repair company went out of their way ..Read Full Review

Page 2 (Updated complaint) .... The parts finally came in to the repair company on June 27, but Home Protect Warranty sent the wrong size brackets, so we had to wait another week for them to send the right ones to the repair company - again they refused to Overnight delivery on their mistake and sent it so it would not be delivered for another week !!! On July 5, the repair company went out of their way and bought the brackets themselves at a local parts store and came that afternoon and fixed my air conditioner - after 21 very hot days of no air conditioner - without waiting any longer for Home Protect to send them the parts. The repair company did this on their own - no thanks to the Home Protect Warranty that I've been paying monthly for years for their crappy service !!!!! Again, I am warning everyone about this Home Warranty Company - You might get warranty service from them, but not very quickly. 21 days of waiting for them to fix an air conditioner problem during the hot summer is way too ridiculously long !!!!! ..View less

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Mike Bruner, Las Vegas, NV

On Jun 24, 2017

Air Conditioning stopped blowing middle of June in 115 degree heat and Home Protect Home Warranty was contacted June 14. Serviceman came out the next day and informed Home Warranty that day that the Blower Motor and Blower Motor Wheel Fan and Bracket was shot I called the next day and they said someone will call you in 24 hours. After 24 hours I called again and they said that the person lied to me that ..Read Full Review

Air Conditioning stopped blowing middle of June in 115 degree heat and Home Protect Home Warranty was contacted June 14. Serviceman came out the next day and informed Home Warranty that day that the Blower Motor and Blower Motor Wheel Fan and Bracket was shot I called the next day and they said someone will call you in 24 hours. After 24 hours I called again and they said that the person lied to me that it was really a 72 hour wait. After a few days I called again and they said that the authorization was still being worked on. After 7 days I called again and they said that it was finally approved and the parts are now being ordered. After complaining about the time it took the Rep said that he would put it on URGENT. I called the repair company the next day and they said that the parts would not be delivered until June 27 (14 days after the repair shop gave the Home Warranty all the info on the parts). Is this the "URGENT" that they were refering to ??? It is taking way too long to approve and get the parts to the repair company especially an A/C problem during a hot time. 14 DAYS !!!! Ridiculous !!!! Do not have this company for your Home Warranty if you want faster service to fix an A/C problem. I am warning everyone that you will not get fast service with them!!!!! ..View less

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lynn jones, harrisonburg, VA

On Jun 21, 2017

I called in for service on my microwave which is a very expensive wall unit with an oven beneath it on May 12. Here it is Jun 21 and after four companies and six technicians, the microwave is still not fixed. Along with others, I've had to make daily calls, long waits, frustration and many weeks without a microwave. Don't purchase this service; it's a sham!

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Isaac alimi, Houston, TX

On May 10, 2017

definitely I don't thing any home warranty company could be worst. washing machine broke dawn after many years of used usage without any claim. the technician came to look at it and three days later they told me that since the cost of repair is too much then it need to be replace and my warranty does not cover replacement. again my master birth room toilet is leaking water the technician came and told m ..Read Full Review

definitely I don't thing any home warranty company could be worst. washing machine broke dawn after many years of used usage without any claim. the technician came to look at it and three days later they told me that since the cost of repair is too much then it need to be replace and my warranty does not cover replacement. again my master birth room toilet is leaking water the technician came and told me that the toilet water tank needed to be replaced and promised to come five days later to replace it but I waited for hours for them to come , l then called them and they told me again that warranty doesn't cover the replacement after collecting deductible $65 . ..View less

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Shiraj Mamun, Laveen, AZ

On Aug 17, 2016

In the heat of summer AC broke. Service failed to show up for 3 days. Company wont assign another vendor until the 4th days. I guess they do not realize how hot is 110F is without the AC not working with small children at home or they do not care.

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Brittany Burns, Boynton Beach, FL

On Aug 02, 2016

After being on hold for more than an hour each time, I have had two agents hang up on me. One last night at least lied and said the call dropped but attempted to call back. This guy today hung up on me and I had to wait additional 30 minutes for another agent. I'm veru upset because it's never a smooth process with this company I've paid every month for 5 years. They don't attempt to get 24 hour service ..Read Full Review

After being on hold for more than an hour each time, I have had two agents hang up on me. One last night at least lied and said the call dropped but attempted to call back. This guy today hung up on me and I had to wait additional 30 minutes for another agent. I'm veru upset because it's never a smooth process with this company I've paid every month for 5 years. They don't attempt to get 24 hour service companies in their cirlce of chosen contractors. I'm stuck either paying out of pocket again and not being repaid or waiting until morning to call and be placed on hold for more than an hour, all while my floor is destroyed along with 15 towels. ..View less

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David Brown, Naples, FL

On Feb 05, 2016

No Company could provide any worst customer service. My claim was submitted July 13, 2015 and it has been a TOTAL disaster since. My claim was elevated months ago and I call and leave messages and they will not return my call. They have changed claim representatives three times. I sent the president Ms. Sandra Finn a very nice letter explaining everything in detail. I have never heard from her. I highly ..Read Full Review

No Company could provide any worst customer service. My claim was submitted July 13, 2015 and it has been a TOTAL disaster since. My claim was elevated months ago and I call and leave messages and they will not return my call. They have changed claim representatives three times. I sent the president Ms. Sandra Finn a very nice letter explaining everything in detail. I have never heard from her. I highly recommend no one use this Company. ..View less

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kevin crowell, rhonert park, CA

On Jan 10, 2016

I thought getting the best coverage package would protect me from any problems that may arise! But! I purchased the home warranty and then had my heater fail 4 days after my plan went into effect even though my heater was perfect for 20 years they denied my claim saying it was preexisting ! This is not possible the relay switch was in perfect running order prior! Two yes 2 different technicians said the ..Read Full Review

I thought getting the best coverage package would protect me from any problems that may arise! But! I purchased the home warranty and then had my heater fail 4 days after my plan went into effect even though my heater was perfect for 20 years they denied my claim saying it was preexisting ! This is not possible the relay switch was in perfect running order prior! Two yes 2 different technicians said the same thing! Is a simple replacement but due to the age of the heater its not available! Now of course they don't want to pay a penny!! Does anyone have an attorney to help me with this claim! In addition to this they kept telling me they would call me and let me know the answer if it would be covered! More than a week passed with no heat and still no call! Finally i called and got the above answer! WOW! This is premium coverage!?? How are they still in business! ..View less

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