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Home  /   Companies /   Total Protect
icon Last updated: July 9, 2021

TOTALPROTECT HOME WARRANTY REVIEW [2021 Guide]

TotalProtect was established in 1978 and has been offering home warranty coverage for appliances and home systems. Currently, they are owned and operated by Cinch Home Services, an industry pioneer with two decades of experience. Since its inception, the company has served more than 800,000 customers.

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1,268 Reviews

Premium

$491 - $1055

Deductible

$100

Coverage Limits

$10K

BBB Rating

NR

Active States

48

Complaint Resolution Program

Yes

$3,000

Estimated Appliance Coverage

Not Available

Estimated System Coverage

48

No. Of Active States

Yes

Complaint Resolution Program

WHY TOTALPROTECT HOME WARRANTY?

  • 40,000+ service providers throughout the country
  • Been in the business since 1978
  • TotalProtect participates in HomeWarrantyReviews’ Complaint Resolution Program
  • Provides comprehensive coverage nationwide
  • The policy comes into effect within 30 days
  • Wide coverage caps for your systems and appliances
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TOTALPROTECT HOME SERVICE PLANS & COVERAGE

TotalProtect has three plans for homeowners– Systems Plan, Appliances Plan, and Combo Plan.

The Systems Plan covers a wide range of items that are typically not covered under most systems plans. It includes air conditioning (2 units), heating system (2 units), plumbing lines and stoppages, water heater, whirlpool bath, and toilets. It also includes a sump pump, exhaust fans, central vacuum, doorbells and chimes, smoke detectors, fuse panel box/ main breaker, garage door opener, interior electric lines, and interior gas lines.

The Appliances Plan covers a list of appliances, which include your refrigerator with built-in ice and water dispenser, cooktop/range, range exhaust hood, wall oven, microwave (built-in), trash compactor (built-in), dishwasher (built-in), washer, and dryer. The Combo Plan includes all items from both the appliance and system plans.

All three plans include unknown pre-existing conditions and rust and corrosion coverage.

TotalProtect also offers 'Optional Coverage' covering extra items such as pools and spa equipment, etc. but at an additional cost.

TOTALPROTECT HOME WARRANTY COST AND COVERAGE

The cost of TotalProtect's Home Warranty plans is similar to most home warranty companies. It ranges from $35-$59 per month, depending on the plan. The Appliances Plan charges $34.95 per month, the Systems Plan is $44.95 per month, and the combo plan is $58.95 per month.

The cost may differ depending on the deductible you select. For instance, if you select a $150 deductible, the monthly premium will be lesser every month. TotalProtect Home warranty lies on the higher end than the industry average, with $75-$125 charged as service fees or deductibles. Homeowners pay $100-$125 per service call/visit.

Note that the optional coverage for pools and spas may increase the monthly premium amount.

Appliances Plan
  • Refrigerator
  • Oven / Range / Stove / Cooktop
  • Washers
  • Dryers
  • Dishwasher
  • Built-in Microwave Oven
  • Trash Compactor
  • Oven
  • Range Exhaust Hood
Systems Plan
  • Garage Door Opener
  • Electrical System
  • Doorbells
  • Smoke Detectors
  • Water Heater
  • Garbage Disposal
  • Central Vacuum
  • Kitchen Exhaust Fan / Attic Exhaust Fan
  • Air Conditioning System
  • Heating System
  • Plumbing System
  • Plumbing Stoppages
  • Whirlpool Bathtub
  • Sump Pump
  • Toilet
  • Main Breaker / Fuse Panel Box
  • Gas Lines
Combo Plan
  • Refrigerator
  • Washers
  • Dryers
  • Dishwasher
  • Built-in Microwave Oven
  • Garage Door Opener
  • Electrical System
  • Doorbells
  • Smoke Detectors
  • Water Heater
  • Garbage Disposal
  • Central Vacuum
  • Kitchen Exhaust Fan / Attic Exhaust Fan
  • Air Conditioning System
  • Heating System
  • Plumbing System
  • Plumbing Stoppages
  • Whirlpool Bathtub
  • Sump Pump
  • Oven
  • Toilet
  • Main Breaker / Fuse Panel Box
  • Range Exhaust Hood
  • Gas Lines

TOTALPROTECT CLAIMS PROCESS AND CUSTOMER SERVICE

The claims process of TotalProtect is relatively easy. You can follow these instructions to file your claim.

You can make a service request whenever a covered appliance or system breaks down. You can call or visit my.cinchhomeservices.com to place your claim, both available 24/7. Keep your warranty number or contract handy for faster processing.

After submitting your claim, you will get in touch with an authorized, pre-screened service associate who will handle your request. The representative's contact information will be provided to you to schedule your appointment at your convenience.

As defined by the contract, the independent service contractor will collect the deductible at the service's time. If the service request is for more than one appliance or system, or if you require the service of more than one technician (ex - plumber and electrician) to complete the repair, multiple deductibles are applicable.

The independent service contractor will analyze the problem and contact the home warranty company with the details. The company will then determine the eligibility of the item's coverage and decide the best course of action - replacement, repair, or a claims credit. You will be notified if the items are not covered or additional costs before the service is provided.

TOTALPROTECT HOME WARRANTY LIMITATIONS

TotalProtect doesn't provide coverage to items that have been wilfully misused, abused, or neglected. Any appliance or system's failure due to lightning strikes, power surges, or power failure is not covered under TotalProtect's home warranty plan. Any failure caused by an act of god, smoke, or freeze damage also does not find coverage in the TotalProtect home service plan.

Any system or appliance that has missing parts, equipment, or components will not be covered. Any faults arising from the manufacturer's improper design or installation or the use of improper formulas or materials, or manufacturing process or manufacturing defects are excluded from coverage.

Any damage to items that are caused by pets, animals are also not liable for coverage. They also exclude the damages caused by nuclear explosions or reactions, radioactive contamination, radiation, war, acts of terrorism, accidents, vandalism, riots, insurrection, or intentional property destruction.

According to the TotalProtect home warranty website, there is an additional 30-day waiting period before the coverage kicks in. You can get more information about other exclusions and limitations in a sample contract of TotalProtect.

TOTALPROTECT HOME WARRANTY: WORTH IT?

It would help if you always weighed the pros and cons of a home warranty policy before choosing. TotalProtect's home warranty has lucrative offers like a 180-day workmanship guarantee and no specific dollar amount caps on appliance and system coverage. They charge high deductibles and allow only one day to file a claim.

If you are still unsure, have a look at Top Home Warranty Companies for better options.

More on Home Warranties:

TOTALPROTECT HOME WARRANTY FAQS

What kinds of Claims can I submit?

You can submit a claim in case of a mechanical failure of any system or appliance covered in the home warranty agreement. You can speak to the company's agent if you need to open a claim for the following - Preventive maintenance checks Electronics Surge Protection Emergency Lodging Homeowners Deductible Reimbursement Gas, Water, or Sewer Lines Optional Add-Ons (Pools, Spas, etc.)

Can I get an appliance or system repaired without contacting TotalProtect?

You will not receive reimbursement or cost coverage if you do so. Contacting TotalProtect can be beneficial as they will negotiate competitive prices with their providers. According to the TotalProtect home warranty agreement, repairs and replacements that are diagnosed, reported, and repaired by a service provider and, in turn, approved by them are eligible for coverage.

What is the replacement policy?

Suppose TotalProtect home warranty reviews that the covered item cannot be repaired or not cost-efficient to repair. In that case, TotalProtect chooses to replace the covered item with a new one of the same type with similar primary functions and capacity as a replacement. The color, brand, material, the type may vary from the original item. The company also offers a cash payment in lieu of replacement. You will have to supply supporting documents proving that the item has been bought, repaired, or replaced before receiving the payment.

Can I change my plan?

The answer is yes. You can choose to modify your plan at any point in time. You will have to speak to TotalProtect's team to know the process and gain information about any changes in your monthly bill.

Does TotalProtect cover older appliances and systems?

TotalProtect does indeed provide replacement or repair services to appliances and systems that were in the home, in proper working condition, properly installed and maintained on the starting date of the coverage, even if they are old. However, commercial-grade items are not covered.

Will there be any out-of-pocket expenditure?

There is a standard service call fee/deductible. Apart from this, there may be additional costs related to the repair or replacement of the covered items. For example, if you need a modification or permit required to repair or replace the item, these costs would have to be out of your wallet.

How to cancel the total protect home warranty?

You may cancel your Total Protect home warranty plan at any time. To cancel the contract, contact the home warranty provider over the phone at 866-259-4374. You can even send an email to inform the company that you wish to cancel the contract. If you choose to cancel within 30 days from the date of purchase, you will receive a refund for the unexpired term of the contract.

Total Protect REVIEWS

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gail carman, Chandler, AZ

On Aug 23, 2021

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This is the absolute worst company I have ever dealt with, they did not pay for my air conditioner or hot water heater for no reason. I am filing a complaint with the dept of insurance. They already have a lawsuit with the attorney generals office in P*********** where they are located. The company said they would credit us for a new compressor which went out on a 120 degree day in P****** and then they ..Read Full Review

This is the absolute worst company I have ever dealt with, they did not pay for my air conditioner or hot water heater for no reason. I am filing a complaint with the dept of insurance. They already have a lawsuit with the attorney generals office in P*********** where they are located. The company said they would credit us for a new compressor which went out on a 120 degree day in P****** and then they said it was not covered. The hot water heater had a leak and they said as long as it was working they do not cover leaky parts, the hot water heater had tank failure , that is why it was leaking. Dont ever use them. Plus they say they answer their phones 24/7- they do not- they dont work weekends and they rarely answer their phones during the week. This company should have a class action law suit against it and be shut down, it is ripping home owners off right and left across the country. My husband is disabled and this cost him undue stress and we had to wait a week for an air conditioner and we paid for it. The company could care less. I went right to the top and got no where. ..View less

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Response
Total Protect
On Sep 10, 2021

Dear Gail, Please know that we recognize it can be an upsetting experience to learn that an item may not be addressed by the home protection agreement. If you would like our assistance to complete a thorough review of your claim, please respond to this review with your full property address so we can locate your account and ensure the proper claim decision was made. Respectfully, Austin

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WALLACE , El Paso, TX

On Aug 04, 2021

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I have been with total protect for several years .my water heater quit . so I filed a claim , the plumber they sent out submitted a bill for non covered items totaling over six hundred dollars, it included items like waterline modifications for 130.00 gas line modifications. permit for 140. disposal fee 50.00. I already have gas line coupling and flex couplings on the water line. Since there is no optio ..Read Full Review

I have been with total protect for several years .my water heater quit . so I filed a claim , the plumber they sent out submitted a bill for non covered items totaling over six hundred dollars, it included items like waterline modifications for 130.00 gas line modifications. permit for 140. disposal fee 50.00. I already have gas line coupling and flex couplings on the water line. Since there is no option for a second opinion . What am I to do go without hot water for that sidw of my house? since the replaced tje previous water heater and that plumber was licensed and had his own list of non covered fees. something sels fish about the people they send out to do repairs.you should have input into selection of the company used to perform repairs. time to explore other options ..View less

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Response
Total Protect
On Aug 05, 2021

Dear Wallace, We appreciate you taking the time to share your experience and we value your feedback. All of our providers are licensed and insured, and qualified for the work which they are assigned. We work hard daily to identify weaknesses and tweak our processes to ensure our customers have the best experience possible. We encourage our customers to read over the terms and conditions of the pol ..Read Full Review

Dear Wallace, We appreciate you taking the time to share your experience and we value your feedback. All of our providers are licensed and insured, and qualified for the work which they are assigned. We work hard daily to identify weaknesses and tweak our processes to ensure our customers have the best experience possible. We encourage our customers to read over the terms and conditions of the policy to be fully aware of the covered and non-covered parts and components of each item/system. We appreciate your feedback as it will help us to improve our customer experience. Respectfully, Austin ..View less

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Karen McNulty, Cabot, AR

On Jul 27, 2021

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My 86 year-old mother has been without air conditioning since June 15th. Total Protect is trying to find parts to repair a unit that was installed in 1995, all so they will not have to replace the unit. The only information she is able to get from the Total Protect customer service is that they are ordering/have ordered a part. One part has already been ordered, it did not fit the unit. There appears ..Read Full Review

My 86 year-old mother has been without air conditioning since June 15th. Total Protect is trying to find parts to repair a unit that was installed in 1995, all so they will not have to replace the unit. The only information she is able to get from the Total Protect customer service is that they are ordering/have ordered a part. One part has already been ordered, it did not fit the unit. There appears to be a TOTAL lack of accountability for the customers of TOTAL Protect. My mother is on a limited income, which is the reason she has paid for this policy since 2013. I will make sure that we find a company that honors their contracts the next time she renews. It is unfortunate that there is not a way to give negative rating. ..View less

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Response
Total Protect
On Jul 28, 2021

Karen, Please know that we take these situations very seriously and understand the urgency of having a working air conditioning system. We have located your mother's account and records show that we have approved a replacement system. We will have a supervisor review the service job and reach out personally to assist in resolving the claim. Sincerely, Dena

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Sylvia, Goose Creek, SC

On Jul 27, 2021

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The $125 deductible for my built-in microwave was received 6/18/2021 by the company, however, my microwave is still in disrepair. A delayed and rushed technician's visit on 6/25 has not been followed up with any type of resolution. Total Protect (TP) continues to receive my monthly payment for premium service though the promised premium service and peace of mind appear to be a myth at this time. I was o ..Read Full Review

The $125 deductible for my built-in microwave was received 6/18/2021 by the company, however, my microwave is still in disrepair. A delayed and rushed technician's visit on 6/25 has not been followed up with any type of resolution. Total Protect (TP) continues to receive my monthly payment for premium service though the promised premium service and peace of mind appear to be a myth at this time. I was originally informed my technician would come from Sears, however, no one showed up. When I called TP, they seemed surprised no one had arrived. My appointment was rescheduled for an 8AM-12PM arrival time several days later. My technician from A & E Services finally arrive just before 4PM; apparently his home base in Connelly, SC is about a 2-hour drive from Goose Creek, and he was close to quitting time. The technician came with minimal repair parts (according to him-no socket on the truck to repair the lamp fixture portion of the microwave). After examining and photographing my microwave, he asked me how long I'd had my contract and indicated the company may not resolve this type of repair because of the expense of the repair part (replacement of the door). This puzzled me since the reason I acquired Total Protect was to cover expensive repairs-"Peace of Mind" is even on the cover of the ownership pamphlet! The replacement cost he found for the door was just under $400; in the past 3 years I have paid the company approximately $1600. Right now it's looking like I am not getting very much of a return on my investment. Though he promised to get back to me within 24 hours, I have yet to hear from him or any representative of the organization. I enrolled in TP after receiving solicitation pamphlets in my Pentagon Federal Credit Union statements. Because the offers were associated and, I assumed, endorsed by an organization of integrity structured to care for the needs of military members, I associated the same type of integrity with TP. It is unfortunate that long wait times for existing customers (I had a wait time of 103 minutes at one time), the difficulty of accessing a live representative, and poor customer service are giving me second thoughts about its integrity, retaining this service, and definitely preclude me from recommending TP to others. ..View less

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Response
Total Protect
On Jul 27, 2021

Dear Sylvia - Please know, our customers are always our top priority. We’d like to investigate this further to see what is causing the delay in resolving your claim. Please reply with your full property address and once reviewed, our team will follow up personally to let you know how we can assist. Respectfully, Austin

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Mikhail Belov, Englewood, CO

On Mar 11, 2021

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This company used to be good but recently became the WORST EVER!!! We have had Total Protect for more than 10 years and used to be satisfied - but recently something horrible happened with this company: our electrical range broke on 01/04/2021 and was considered unrepairable and due for replacement... For ONE MONTH (!!!) there was no option for replacement provided (we called 2-3 times each week and were ..Read Full Review

This company used to be good but recently became the WORST EVER!!! We have had Total Protect for more than 10 years and used to be satisfied - but recently something horrible happened with this company: our electrical range broke on 01/04/2021 and was considered unrepairable and due for replacement... For ONE MONTH (!!!) there was no option for replacement provided (we called 2-3 times each week and were assured that it’s in progress), - after a month, we purchased range ourselves and finally got an offer for (lousy!) replacement or buy-out (check) option. We accepted that buy-out option on 02/01/21 - and since then, we are waiting for our check - for a month and a half by now!!! We are calling them at least twice a week - and they continue to brainwash us, saying that the check will be issued TODAY and we will receive it in 7-10 business days (and that already happened several times!!!) It is plain EXTORTION. We paid our Deductible - abs they DO NOT keep their contract promises. I am on the verge of investigating how to submit a claim to the Small Claims Court. ..View less

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Total Protect
On Mar 11, 2021

Mikhail - We regret to hear this has been your experience and my team can definitely expedite getting your reimbursement to you. We're looking into this and will be in touch with more info. Sincerely, Austin

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Eddie Marshall, Memphis, TN

On Sep 04, 2020

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Placed an AC claim on 7.28.20, and the claim remains open and unresolved. Total Protect has been very slow to resolve the issue. I can’t seem to get anyone from the company to address my outstanding claim.

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Response
Total Protect
On Sep 04, 2020

Eddie, We understand the importance of having a working A/C unit during the summer and want to ensure your claim is resolved quickly. We've located your claim and see that since this review you have been in contact with a member of our Leadership team who has waived some of your out of pockets costs as a customer service gesture due to the delays you have experienced. We appreciate the opportunity ..Read Full Review

Eddie, We understand the importance of having a working A/C unit during the summer and want to ensure your claim is resolved quickly. We've located your claim and see that since this review you have been in contact with a member of our Leadership team who has waived some of your out of pockets costs as a customer service gesture due to the delays you have experienced. We appreciate the opportunity to address your concerns. Sincerely, Austin ..View less

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Wanda Fulmore, Dalzell, SC

On Jun 16, 2020

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I have paid into this warranty for more than 10 years. My air conditioner quit and I am getting the run around from Total Protect Warranty. I am unable to live with family members because of COVID-19. I am on medication and I cannot survive in extreme heat. They want me to wait until September 1st to get an essential part to patch up my unit. I thought I was a valued customer, but apparently my life does ..Read Full Review

I have paid into this warranty for more than 10 years. My air conditioner quit and I am getting the run around from Total Protect Warranty. I am unable to live with family members because of COVID-19. I am on medication and I cannot survive in extreme heat. They want me to wait until September 1st to get an essential part to patch up my unit. I thought I was a valued customer, but apparently my life does not matter to Total Protect Warranty. I have wasted thousands of dollars. I had to speak with 5 different people to find out what portion of the bill would be covered by Total Protect Warranty. They are barely covering half of the bill to patch on a unit that needs to be replaced. I will spend several hundreds of dollars out of pocket, and will probably have to call them back in a month or so. The next call will require another $100 deductible, and another list of non-covered items. Of course, it will be time for the heater at that point. I pray that I can survive in South Carolina until September 1st. ..View less

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Response
Total Protect
On Jun 17, 2020

Dear Wanda, Please know that we take situations such as this very seriously, and regret that the service you have received does not reflect that. We have located your account and are working hard to get this resolved in an expeditious manner. A member of our team will follow up with you to provide an update on the status. Sincerely, Dena

Response
Total Protect
On Jun 17, 2020

Dear Wanda, Please know that we take situations such as this very seriously, and regret that the service you have received does not reflect that. We have located your account and are working hard to get this resolved in an expeditious manner. A member of our team will follow up with you to provide an update on the status. Sincerely, Dena

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Dodson Clan, Nashville, TN

On Jun 06, 2020

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This company is complete garbage. Worst company and customer service I've ever had to deal with. My HVAC went out several times during my contract. Their service providers barely fixed the issue and when the unit was beyond repair, their service provider tried to gouge us for almost $7000 in uncovered expenses. We had three outside providers come and give us a quote on the work, all of which said the ..Read Full Review

This company is complete garbage. Worst company and customer service I've ever had to deal with. My HVAC went out several times during my contract. Their service providers barely fixed the issue and when the unit was beyond repair, their service provider tried to gouge us for almost $7000 in uncovered expenses. We had three outside providers come and give us a quote on the work, all of which said the uncovered repairs that their service provider deemed necessary were absolutely unnecessary (i.e. replacing all of our current ductwork). When we asked for another provider or a second opinion, we were told it wasn't an option. Their customer service is horrible. You will never get the same information twice. They final sent us a settlement check for the unit, which was only $1600, we had been without heat and air for almost 6 months. I do not have words for how absolutely awful this company is. I wasted over twenty hours trying to get them to uphold their end of the contract. My advice, save the money you would spend on a contract with them and use it for your repairs. You'll be glad you did. Don't forget to figure in how much your time and mental happiness is worth, multiply that by 20-40 hrs and add that to your costs. They literally had me shaking with frustration and fury and that never happens to me. I am writing this before I call to cancel my account....because of course there's not an option to do that online. ..View less

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Response
Total Protect
On Jul 23, 2020

Dodson, We are sincerely sorry to hear this has been your experience and regret this has caused you to cancel your contract with us. We appreciate your valuable feedback regarding your A/C claim. Respectfully, Austin

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Edward Fiorvante, Bayville, NJ

On May 04, 2020

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This company is a charity so if you want to DONATE TO TOTAL PROTECT EVERY MONTH THAN THIS IS YOUR COMPANY. I bought the whole house warranty and specifically went through everything when I signed including POOL AND SPA. My pool pump was getting extremely loud and I asked the pool service that cleans my pool every week to look at it. They said you need a new pump and we can do it for 750. I proudly told m ..Read Full Review

This company is a charity so if you want to DONATE TO TOTAL PROTECT EVERY MONTH THAN THIS IS YOUR COMPANY. I bought the whole house warranty and specifically went through everything when I signed including POOL AND SPA. My pool pump was getting extremely loud and I asked the pool service that cleans my pool every week to look at it. They said you need a new pump and we can do it for 750. I proudly told my wife that I could call the home warranty that I have been paying 130 a month to replace it. Well they gave me a number and the pool service said yeah we don’t do business with them anymore. I thought oh no this isn’t good but I’ll call I’m sure they have someone else. 1 week later they have no pool services to come out and then you have to give them 72 hours to try and find one. It was not as easy as that last sentence there was multiple calls and hours in the phone and emails and blah blah. It’s now almost two weeks and my pool is completely green. The pool service that I paid for at the beginning of the pool season couldn’t tear the pool Bc the pump was shot and the water wouldn’t circulate, so finally Total Garbage I mean Total Fraud I mean Total Protect says yeah they don’t offer pool and spa anymore and I would have to get an estimate and submit it and then wait and then yeah no I can’t wait anymore!!!! I paid my pool service 750 for a new pump and install then had to wait to use the pool because it was green. I live in NJ SO POOL TIME IS Precious. So I called Total Protect and said well if you don’t offer this pool and spa service and I have been paying for it for a year what are u gonna do for me. They said they would remove the 20 bucks a month and my new bill would be 109. I said great but what about the -0 to 12 months I have been paying? I had to call back and email and a supervisor and blah blah. They said they would reimburse me like a hundred and 20 bucks. Whatever I said. Well a year had gone by and still have not received a check. I went to cancel and the guy said it would cost a couple hundred if I do it and that I should wait. Then my well pump had an issue and I did t even bother with them I just laid the well service to fix that 375 bucks because we had no water and Total Protect couldn’t get someone out for a couple days. Then months later we started smelling heavy metal when we took showers or turned on the hot water. We had the well sevice guy come and take a look. He said that he would purge the water and refill with peroxide 150 bucks. Then like 4 days later the smell came back and we called them to check it out and they said u need a new hot water heater the annodes or whatever can be replaced but for the cost and age of u it u should get a new one. Coool I call aTotal Garbage Protect and they send a guy out. He says yeah u need a new hot water heater but unless this thing is dumping gallons of water all over your basement TOTAL PROTECT IS NOT GOING TO FIX OR REPLACE.....125 dollar service charge. We just bought a new hot water heater and had it installed 1800 bucks for 75 gallon which is exactly what was there. Now this is during the Covid 19 and I was recently laid off work. Worst possible time. I have been paying this company for absolutely nothing. No responses to my refund for pool and spa, can’t fix or replace hot water heater unless it was leaking and ruined my basement floors. We have a two year old and we couldn’t give him a bath Bc mom would absolutely not put him water that smells like heavy metal. I stoped paying in March and guess what??? I got a phone call right away and I said to they guy wow u guys are quick to call when I don’t pay. He said what do you mean. I told him about the refund I was supposed to get and all the other stuff and said but when I do t pay there right ontop of that. HE ACTUALLY LAUGHED AND SAID OFCOURSE BUT IN A GOOD WAY LIKE HE KNEW EXACTLY WHERE I WAS COMING FROM. DONT GIVE THIS COMPANY YOUR MONEY. IM NOW SKEPTICAL OF ALL OF THE HOME WARRANTY COMPANIES BECAUSE OF MY EXPERIENCE WITH THIS ONE. OH AND THE OERSON YOU SPEAK TO WHEN YOU SIGN UP IS NO WHERE NEAR THE PERSON YOU SPEAK TO WHEN YOU MAKE A CLAIM. TOTALLY DIFFERENT EXPERIENCE. CLAIMS IS LIKE ASKING A TWO YEAR OLD HOW TO SOLVE A CALCULUS PROBLEM. HORRIBLE COMPANY AND THERE EMPLOYEES KNOW IT IS AS WELL. ..View less

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Response
Total Protect
On May 05, 2020

Dear Edward, Please know that the circumstances which you have described do not live up to the standard of service that we aim to provide. We have located your account, and will have one of our Customer Relations Specialists review the circumstances you have described and reach out to you personally. Sincerely, Dena

Response
Total Protect
On May 05, 2020

Dear Edward, Please know that the circumstances which you have described do not live up to the standard of service that we aim to provide. We have located your account, and will have one of our Customer Relations Specialists review the circumstances you have described and reach out to you personally. Sincerely, Dena

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Russ & Denise, El Dorado Hills, CA

On Apr 25, 2019

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I can't believe that such a large company in the Home Warranty business would have such poor service. We purchased the policy in August of 2018. We had our only Refrigerator (LG) in the Kitchen stop working. We did not worry about it because we had the home warranty with TotalProtect. The Service Tech came out and determined the issue by simply opening the door to the refrigerator and he could se ..Read Full Review

I can't believe that such a large company in the Home Warranty business would have such poor service. We purchased the policy in August of 2018. We had our only Refrigerator (LG) in the Kitchen stop working. We did not worry about it because we had the home warranty with TotalProtect. The Service Tech came out and determined the issue by simply opening the door to the refrigerator and he could see that it was not cooling at all and was 71 degrees in the frig. He said it was the compressor and that he would have to order the parts and it should be resolved in 3-5 days. I called to find out the status and was told that TotalProtection had rejected the claim and that the LG refrigerator was not covered. How can the only refrigerator in the home not be covered? There is nothing in their contract that would exclude an LG Refrigerator. If this is not resolved soon, I will be contacting my attorney and letting them deal with it. ..View less

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Response
Total Protect
On Apr 26, 2019

Dear Elizabeth, Thank you for bringing this to our attention. This is certainly not the level of service we aim to provide. We aim for a fast and efficient process and it seems we have let you down. My team would like to help provide a resolution and ensure your claim is handled properly from here on out. Please email us at erelations@cchs.com with your full property address and my team will follo ..Read Full Review

Dear Elizabeth, Thank you for bringing this to our attention. This is certainly not the level of service we aim to provide. We aim for a fast and efficient process and it seems we have let you down. My team would like to help provide a resolution and ensure your claim is handled properly from here on out. Please email us at erelations@cchs.com with your full property address and my team will follow up with you personally. Sincerely, Austin ..View less

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Total Protect
On Apr 26, 2019

The company has responded to the customer through the CRP system.

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Russ & Denise
Russ & Denise
On Apr 26, 2019

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William Jones, Myrtle Beach, SC

On Apr 17, 2019

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Buyer Beware! Please do not do any business with Cross Country aka Total Protect home warranty company nor Palmetto Electric LLC in Florence SC. I had put in a claim for a ceiling fan that stopped working. I just got off the phone with the home warranty company after I received a bill from Palmetto Electric for $115. That is after I had already paid them $125 at the time they came out. I pay the home wa ..Read Full Review

Buyer Beware! Please do not do any business with Cross Country aka Total Protect home warranty company nor Palmetto Electric LLC in Florence SC. I had put in a claim for a ceiling fan that stopped working. I just got off the phone with the home warranty company after I received a bill from Palmetto Electric for $115. That is after I had already paid them $125 at the time they came out. I pay the home warranty company about $50 a month each month and, if I include that amount plus the other amounts too, that means I paid $290 all for a remote control. That’s what the problem was. I could have bought a brand new ceiling fan from Costco for about $100. I fault Palmetto Electric for not telling me up front what I would need to pay for the remote. I fault the home warranty company for not telling me, too. I ended my contract with them today after the said they could not help me and I won’t be doing anymore business with Cross Country aka Total Protect nor with Palmetto Electric. I don’t think they are reputable companies. ..View less

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Total Protect
On Apr 18, 2019

William, I can tell this experience has been extremely frustrating and regret you decided to cancel your policy with us. As with all warranties, coverage is detailed in the Agreement and there are items and conditions which may not be covered. We’d be glad to reach out to you to better explain your coverage, if you’d like for us to give you a call directly, please provide the best time to reac ..Read Full Review

William, I can tell this experience has been extremely frustrating and regret you decided to cancel your policy with us. As with all warranties, coverage is detailed in the Agreement and there are items and conditions which may not be covered. We’d be glad to reach out to you to better explain your coverage, if you’d like for us to give you a call directly, please provide the best time to reach you. Sincerely, Austin ..View less

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Total Protect
On Apr 18, 2019

The company has responded to the customer through the CRP system.

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Yuri Sytenkov, Glen Rock, NJ

On Apr 06, 2019

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We used this company for a while. In the past their service was decent. However recent experience is beyond ridiculous. Our refrigerator got broken 5 weeks ago. We went through a number of “appointments” which were completely phony - no one ever showed up. All attempts to resolve the matter have failed - they keep giving you new “appointments” without actual service done. I alread ..Read Full Review

We used this company for a while. In the past their service was decent. However recent experience is beyond ridiculous. Our refrigerator got broken 5 weeks ago. We went through a number of “appointments” which were completely phony - no one ever showed up. All attempts to resolve the matter have failed - they keep giving you new “appointments” without actual service done. I already filed a complaint with Better Business Buerau, and if that fails planning to go through small claims court. ..View less

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Total Protect
On Apr 08, 2019

Yuri, I'm sorry to hear you’re disappointed in the service you’ve been receiving lately. What you described is definitely not the level of service we aim to provide. Our records indicate that a member of my team is currently working your claim and she will follow up with you personally once her review is completed. We appreciate you bringing this to our attention. Sincerely, Austin

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Total Protect
On Apr 08, 2019

The company has responded to the customer through the CRP system.

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Clayton, Eastlake, OH

On Apr 05, 2019

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I will start by saying that we had 2 claims with them. Once for the hot water tank leaking, got replaced, and once for the AC, got repaired. Other than long wait times, customer support was good and everything was covered as listed in the contract. My problems began when I was due for contract renewal. I read my existing contract to learn about the renewal process. The contract noted that I would be ..Read Full Review

I will start by saying that we had 2 claims with them. Once for the hot water tank leaking, got replaced, and once for the AC, got repaired. Other than long wait times, customer support was good and everything was covered as listed in the contract. My problems began when I was due for contract renewal. I read my existing contract to learn about the renewal process. The contract noted that I would be notified no less than 30 days prior to the end of my contract of any price changes or contract changes. My contract expires April 10th 2019 and I received a letter on April 4th postmarked April 1st that told me there was a price increase and changes to my contract. When I called customer service, I told her that they were in breach of their own contract buy only notifying me the week before my contract expired of any changes and I wanted to maintain the current contract at the price I paid the previous year since I was not notified as the agreement listed. The person I was speaking with told me that her system shows that they sent out the letter on February 15th. I told her that was not possible considering the envelope was postmarked April 1st. To which she stated that the company cannot be held responsible for actions of the post office getting the letter to me late. We went back and forth for several minutes. She maintained that the company was not at fault and that they sent the letter in a timely manner. I asked her how the date in her system gets entered into her system. She said that the employee who sends out the letters is the one that enters the date into the system. If I were to mail in a payment late, I'm sure they would go off of the postmark date on the envelope rather than me just telling them that I actually sent it sooner and it must have been the post office fault. Yet here I am with an envelope postmarked on April 1st did I did not receive until April 4th inside of the 30 days that the company's own agreement requires them to notify me. I refuse to do business with a company that can't even abide to their own agreement,and instead of owning up to their mistake and making it right with the customer, blames the postal service. Too bad, because otherwise I had a decent experience with them. I probably would have given the company 3 and 1/2 or 4 stars, but the lack of integrity that this company has displayed has taken the rating down to one star. ..View less

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Response
Total Protect
On Apr 18, 2019

Clayton, Thank you for taking the time to share your experience. We value your feedback and will ensure it is provided within the organization for handling. We regret to see that you have also cancelled your account with TotalProtect. - Angela

Response
Total Protect
On Apr 18, 2019

The company has responded to the customer through the CRP system.

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Wilfried MAI, Philadelphia, PA

On Mar 26, 2019

Rating starRating starRating starRating starRating star

Total Protect is the WORST INSURANCE COMPANY ever - placed claim for garbage disposal issue on MARCH 3, first company they referred me to never called back - second company I requested came, determined piece had to be replaced - PAID THE $125 DECUCTIBLE (used to be $50 now it is $125). The service provider called back Total Protect to have them order the piece - thenI had to wait several days to be call ..Read Full Review

Total Protect is the WORST INSURANCE COMPANY ever - placed claim for garbage disposal issue on MARCH 3, first company they referred me to never called back - second company I requested came, determined piece had to be replaced - PAID THE $125 DECUCTIBLE (used to be $50 now it is $125). The service provider called back Total Protect to have them order the piece - thenI had to wait several days to be called to SCHEDULE a delivery of said piece, for which I AGAIN had to take off work and wait home over a FOUR hour window (tried to have it delivered at my work: IMPOSSIBLE!!!) - piece finally delivered - had to wait yet again SEVERAL DAYS to have a new appointment made with the service provider to come back and replace it - they finally came in this past Friday (THREE WEEKS AFTER CLAIM WAS PLACED!!!) and SURPRISE, Total Protect had ordered the wrong piece (a GE, NOT an Insinkerator, and it would NOT fit in!!!). Called Total Protect, was told that the WRONG piece would have to be picked up at my home (HENCE me again taking off work and waiting for the stupid truck!!) and THEN when they receive it THEN they will order a new one!!! AS of today Tuesday morning (FOUR days after tech came in and determined Total Protect had ordered the wrong piece), still no call to arrange for a pick up, NOTHING! So I had the piece replaced by a local plumber - cost me $425 but was done in less than 24 hours. Called Total Protect to cancel my account since they perform so badly, and I was talked into not cancelling by the customer service lady on the premises that I have been a customer for 13 years (!!!). She tried to connect me to people to get a refund of the $125 deductible I had to pay initially for the claim - was bounced from place to place for about 2 hours - now being told it is NON refundable. So I called again to really cancel my account this time, and I am now told I will have to pay a $103 cancellation fee!!!! WHAT???? So freaking upset with this company and how difficult it is to process anything with them! UNBELIEVABLY incompetent!!!!! Almost all techs I had to deal with every time I placed a claim were super difficult to get a hold of or would simply not return calls... if you review these techs on line you can see a lot have really bad ratings and reviews. ..View less

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Response
Total Protect
On Mar 27, 2019

Wilfried- I am sorry to hear of your claim experience and apologize for the inconvenience and delays. We have located your account and my team will review your claim thoroughly and reach out to you personally. Thank you- Christine

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Vivian Powers, Altamonte Springs, FL

On Mar 01, 2019

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I am in the midst of my second claim since purchasing a home warranty and paying for it for several years. As soon as this claim is completed I will terminate my service. The first time I was charged the service fee for my explicitly described problem, a tech went out and lo and behold the thing which I described was not covered. This claim, was for a dishwasher and was initiated 2/8/19, a part had to be ..Read Full Review

I am in the midst of my second claim since purchasing a home warranty and paying for it for several years. As soon as this claim is completed I will terminate my service. The first time I was charged the service fee for my explicitly described problem, a tech went out and lo and behold the thing which I described was not covered. This claim, was for a dishwasher and was initiated 2/8/19, a part had to be ordered which came in 2 weeks ago. The tech will not return calls and my calls to Total Protect are resolved by the person telling me to call them back. NO effort is made on the part of Total Protect to resolve this issue, the tech has his fee and has no interest in completing the job. I researched the company and it has the WORST reputation and customer service record. I paid for Total Protect under the guise that quality, timely and professional companies would be used, obviously this is not the case. I implore someone to resolve this issue for me as I do not know what else to do having made upwards of 2 dozen calls and no resolution. BTW here is the review on the spectacular company they provided: https://www.yelp.com/biz/a-plus-appliance-winter-garden ..View less

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Response
Total Protect
On Mar 01, 2019

Vivian, I’m sorry to hear about the problems you’ve experienced receiving service for your claim. I'd like to review your claim to ensure you are receiving the full benefit your warranty provides. I have located your account and my team will review your claim and follow up with you personally. Thanks, Austin

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Kamran Ali, Galena, OH

On Dec 10, 2018

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If I could give them zero, I would. Two claims in 2 years. Assigned me to a third who would not respond. Both times, I got it fixed on my own. First time, I thought it was just a fluke. After the second time I switched to IGS. Save yourselves some money and hassle. Don’t sign up with Total Protect.

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Response
Total Protect
On Mar 11, 2019

Kamran, We are sorry to hear of the problems you experienced obtaining service. We aim to provide each of our customers with quick and efficient service, and it is apparent that we missed our goal. We regret that we lost you as a customer and apologize for the inconvenience. Sincerely, Austin

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Brian Eberly , Corapeake, NC

On Dec 09, 2018

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I had my heat system replaced and it took a longtime and they didn't want to cover it but after a long battle of calling they finally did.. 6 months later they cancelled my contract. I called and they said I cancelled it I said no I didn't. It gets paid with my mortgage never late . I called again and they slipped up and said it was corporate that cancelled it??? Why lie and blame me the customer?? Rea ..Read Full Review

I had my heat system replaced and it took a longtime and they didn't want to cover it but after a long battle of calling they finally did.. 6 months later they cancelled my contract. I called and they said I cancelled it I said no I didn't. It gets paid with my mortgage never late . I called again and they slipped up and said it was corporate that cancelled it??? Why lie and blame me the customer?? Really bad customer service and if they have to pay for a big ticket item prepare to be cancelled or terminated!!!! ..View less

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Jackie, Clinton, ME

On Nov 29, 2018

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Have been a customer for over 15 years. Have 2 contracts. Company was excellent when we first signed up but the last 2 years have been a nightmare to get claims processed. Was DOUBLE billed for the same contract! Only found out when I tried to canx. Now told I am on the hook to pay till Jan? Every time we try to place a claim we are told we have no one in your service area...maybe this should be addresse ..Read Full Review

Have been a customer for over 15 years. Have 2 contracts. Company was excellent when we first signed up but the last 2 years have been a nightmare to get claims processed. Was DOUBLE billed for the same contract! Only found out when I tried to canx. Now told I am on the hook to pay till Jan? Every time we try to place a claim we are told we have no one in your service area...maybe this should be addressed when we sign up?? Asked to speak to a supervisor...was told they would call within 48 hours. That never happened. Called back again and was hung up on. Called again and they said they'd have them call again in 48 hours....Unbelievable. On our other contract we lost our AC, were told they had no one to come out...they would be in touch within 48 hours....I live in FL...its hot...wait 48 hours? Asked to speak to a supervisor...they did call back and authorized us to call a local company and we'd get reimbursed. We did and then were told we weren't authorized to call??? Customer service ppl always seem to have bad attitudes...its a wonder working for this company. Called on 10/3/18 to place a clalim on attic fans, was told they had no company but would send us a check for $250 to hire someone to come out....NO CHECK SENT! Called again on 11/16 to get a status. NO CHECK SENT! WIll be canx all our contracts ASAP and will NEVER refer your company to anyone. ..View less

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J Briggs, Henrico, VA

On Oct 22, 2018

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I am not happy with the contractor that was called, Will Turner and Assoc. So if you live in the Richmond area, don't use him. We had an issue with our AC during the crazy temps here in Sept. Turns out there wasn't a problem, the AC just needed turned off and back on b/c it was being overworked. The guy didn't even leave a work order stating what he did or didn't do. I called THW about a week later askin ..Read Full Review

I am not happy with the contractor that was called, Will Turner and Assoc. So if you live in the Richmond area, don't use him. We had an issue with our AC during the crazy temps here in Sept. Turns out there wasn't a problem, the AC just needed turned off and back on b/c it was being overworked. The guy didn't even leave a work order stating what he did or didn't do. I called THW about a week later asking for his number b/c I wanted to put some freon in our unit. THW told us FYI that Will Turner reported a pre-existing problem on our unit. I immediately called Will and he said he got us mixed up with another house and assured us he would call back and fix it with THW right away. He never did, of course. Now wondering if we should change warranty companies if these are the type of contractors that are being used! Called THW back and the customer service people were very sweet and seemed to want to help, therefore the 4 stars. Let's see if it's fixed. If not, we will part ways. ..View less

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Eddie Patrick, Mobile, AL

On Sep 27, 2018

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I have been attempting to have our washing machine repaired for one month, as of today. Three technicians from Sears have been out to our home. All three had a different diagnosis and still no progress. A fourth technician from another company was scheduled. He called to say that Total Home should never have told me that his company would be out the following day, as they had closed for the evening. He s ..Read Full Review

I have been attempting to have our washing machine repaired for one month, as of today. Three technicians from Sears have been out to our home. All three had a different diagnosis and still no progress. A fourth technician from another company was scheduled. He called to say that Total Home should never have told me that his company would be out the following day, as they had closed for the evening. He said it would be five more days before he could meet with us. He asked me some questions and told me that he was going to submit an email to the company and refuse to service our call, as it is his opinion the better option at this time would be to replace our machine. I contacted Customer Service, which is another company, not even part of the warranty company. Customer Service is pathetic. They have no authority to do anything, and could care less about a resolution. THE ONLY THING THEY WILL DO IS SCHEDULE ANOTHER SERVICE CALL. Does someone not understand the inconvenience that this causes on a working person? I have made at least 6-10 calls to Customer Service, what a joke. I now have been told that a technician will be out today, which I highly doubt, as I was told this late yesterday evening. It will be at least another week for someone to come out and the cycle begins all over again. What a pathetic way to treat a paying customer. We have been with this company for at least 8 years. I recommend that you avoid this pitiful excuse for a company at all cost. Find a reputable company or just put your money in the bank. ..View less

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