Totalprotect Home Warranty Review [2023 Guide]

Kelly C Langlois, Philadelphia, PA

On Apr 20, 2023

Absolutely horrible!! Every time I made a claim there was a problem. After being told it would be $1400 to replace a shower gasket, I finally cancelled my policy. I went out on my own and had it replaced for under $60. I strongly suggest that you DO NOT use Total Protect Service Plus!!! My rating for this company is less than 0 stars!!!

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Shelia Hill, Jonesboro, AR

On Mar 27, 2023

If l could give this company a -1 I would This is The second time I tried to get help and for the second time there is not a company in my area that can come out.On top of that they wanted me to give them a hundred dollars for nothing.What kind of company is this trying to rip people off. I am canceling my warranty .

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Heath Tesson, Scio, NY

On Jan 30, 2023

BAD WARRANTY COMPANY they are very unorganized can't usually get facts straight their people are rude they hang up the phone on you. the repair guys make you wait a whole day they can't tell you what time they are going to show up. if you have older appliances they only give a fraction of the cost on the repair when you could usually hire a less expensive repair person. Most repair people don,t accept th ..Read Full Review

BAD WARRANTY COMPANY they are very unorganized can't usually get facts straight their people are rude they hang up the phone on you. the repair guys make you wait a whole day they can't tell you what time they are going to show up. if you have older appliances they only give a fraction of the cost on the repair when you could usually hire a less expensive repair person. Most repair people don,t accept this service. they will consistently tell you that they don't have coverage for your area. its just not a good service. ..View less

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Mark Fleetwood, Troy, AL

On Dec 15, 2022

Total ripoff- stay away. There is no corporate office. Call centers that can’t speak English. Sad sad sad.

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Darlene Finateri, Las Vegas, NV

On Oct 20, 2022

Worst company ever, a total sham. Every time I had a claim they denied it saying it was improperly installed or not the right size. Yet when I bought the plan they never inspected anything in my 1970’s home. Total sham.

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Terry kirklin, North Hills, CA

On Oct 18, 2022

Total rip off company. I have made in the past ten years attempts to make claim each one would have cost out of my pocket over $1000 each time. I have regrettably paid out 1000s of dollars over the years thinking I had a good warranty company. Only to find out they do not cover anything. Between the enormous copay I have to put up front and then sending me out companies not of my choice to always have so ..Read Full Review

Total rip off company. I have made in the past ten years attempts to make claim each one would have cost out of my pocket over $1000 each time. I have regrettably paid out 1000s of dollars over the years thinking I had a good warranty company. Only to find out they do not cover anything. Between the enormous copay I have to put up front and then sending me out companies not of my choice to always have some ridiculous charge they say not covered by warranty. The last company wanted to charge me an additional $196 on top of the $160 copay to blow air into my condensation pipe. Something I did myself in 2 minutes. Everything they have come out to try and repair cost me more than if I had called a contractor myself. I will look in the comments section for this company in another 30 days I expect I will not see my comments posted anywhere. ..View less

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Diann Bailey, Kempner, TX

On Jul 28, 2022

This is the Worst company!! Do Not Use!! Had them for 15+ years never used until AC went out! 100+ in Tx and it’s been 2 weeks and still not fixed or part ordered!! You will get a run around from this company that is a scam by using the name “ Sears” (cinch) Total Home warranty!! they will give you 10 different phones numbers, most are over in South Asia or Mexico, can never get a manag ..Read Full Review

This is the Worst company!! Do Not Use!! Had them for 15+ years never used until AC went out! 100+ in Tx and it’s been 2 weeks and still not fixed or part ordered!! You will get a run around from this company that is a scam by using the name “ Sears” (cinch) Total Home warranty!! they will give you 10 different phones numbers, most are over in South Asia or Mexico, can never get a manager to call you back!!! Poor reps no nothing- they are sad, they will tell you they can’t get manager either!!! Please- these people and company are scammers, monopolizing on the name Sears!! Do not use!! They take your money/payments every month but service is unbelievable!! Horrible!! Just found out they have multi law suits for scamming people and taking there money and no service, product!!! Call your local technicians and just ask about this company! if you don’t believe me!! ..View less

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Bernadette Toste, Revere, MA

On Jul 13, 2022

Worst company. Can never get a customer service agent. Trying to schedule a service for my AC which just went out and it’s in 90s here and no help. Have my husband we are 74 just out of hospital with having heart surgery and they offfer no help. Been worn them many years and this is ridiculous that it is so hard to speak with customer service or to try to get someone out emergency. Will be ..Read Full Review

Worst company. Can never get a customer service agent. Trying to schedule a service for my AC which just went out and it’s in 90s here and no help. Have my husband we are 74 just out of hospital with having heart surgery and they offfer no help. Been worn them many years and this is ridiculous that it is so hard to speak with customer service or to try to get someone out emergency. Will be looking For another home warranty company. They now even take your deductible before even scheduling a repair. ..View less

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Asdf, Colchester, CT

On May 02, 2022

SCAM SCAM SCAM Only tolerated these crooks for years because of my wife. For single women this scam might make some sense, after I married this woman it took me years to get our out of giving more and more money to these crooks. It used to make sense years ago as everything was much cheaper. Over the years, the costs have always been rising, and deductable has been rising. Now they are changing their n ..Read Full Review

SCAM SCAM SCAM Only tolerated these crooks for years because of my wife. For single women this scam might make some sense, after I married this woman it took me years to get our out of giving more and more money to these crooks. It used to make sense years ago as everything was much cheaper. Over the years, the costs have always been rising, and deductable has been rising. Now they are changing their name / being acquired ("Cinch"). ANYTHING THAT REQUIRES YOU TO PAY TO GET OUT OF IT IS ALWAYS A SCAM!!!! Now it's a ridiculous monthly payment amount, ridiculous deductible (higher than 90% of replacement cost of most items they cover!!!!). They will only replace an item with absolutely cheapest appliance they can buy! Just freaking buy an extended warranty plan for your appliance, that way you will at least likely get a real "equivalent" if it breaks! These crooks know exactly what to cover and more importantly to NOT cover. What got my blood boiling is water heater they installed in 2005 to replace then-leaking heater. I got a signed letter from condo association that water heaters must be replaced every 10 years. I drained some water from the heater, and it is chocolate brown. Yet these crooks refuse to use the signed letter from condo to replace my water heater that I already know is rusted inside, is required to be replaced by my condo association, and will likely start leaking soon!!! Finally talked my wife for the 10th time into cancelling this SCAM. Will just put same money that used to go to these crooks into a savings account in case I need to buy an appliance in the future. Called them. Yes you are cancelled. Guess what? They still charged me the next month!!! Finally, and this will for the last time definitely prove to you that this is a SCAM!!!: 1) "Glowing reviews" on their website are absolute bullcrap!!! And obviously I can't leave a REAL review on their website. 2) When I called, I had to wait on hold for an hour to get customer service rep. 3) All customer service reps have a heavy Indian accent. NO THANK YOU!!! GET YOURSELF OUT OF THIS SCAM AS QUICKLY AS POSSIBLE, JUST PUT SAME AMOUNT OF MONEY IN A SAVINGS ACCOUNT!!! ..View less

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Bryan Heenan, Austin, TX

On Feb 15, 2022

Why would anybody sign up with these crooks? Read the terms and conditions. I waited over 6 weeks and went through two service providers to finally have someone fix a broken ice maker. $20 part, 30 minute job. They take no responsibility or ANYTHING! When I called to complain and cancel, they charged me to break the contract. CROOKS. STAY AWAY. "We are not liable for any damages that result from ..Read Full Review

Why would anybody sign up with these crooks? Read the terms and conditions. I waited over 6 weeks and went through two service providers to finally have someone fix a broken ice maker. $20 part, 30 minute job. They take no responsibility or ANYTHING! When I called to complain and cancel, they charged me to break the contract. CROOKS. STAY AWAY. "We are not liable for any damages that result from an independent contractor’s service, delay in providing service or failure to provide service. We are not liable for any incidental, consequential, special, and/or punitive damages, whether caused by negligence or any other cause, and you agree to waive any and all claims for such damages, arising from, resulting from or related to any independent contractor’s service, delay in providing service or failure to provide service, including, but not limited to, damages, resulting from delays in securing parts and/or labor, the failure of any equipment used by an independent contractor, labor difficulties, and/or the negligent, tortious and/or unlawful acts or omissions of any independent contractor." ..View less

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Response

Total Protect
On Feb 18, 2022

Dear Bryan, We are disappointed to hear this was your experience and regret the level of frustration caused from this experience. We aim to provide a seamless claim experience and it's clear we missed our goal. Please know, the service you received is not the typical service we aim to provide and we do appreciate your feedback. We use customer feedback to conduct thorough reviews and as a learning ..Read Full Review

Dear Bryan, We are disappointed to hear this was your experience and regret the level of frustration caused from this experience. We aim to provide a seamless claim experience and it's clear we missed our goal. Please know, the service you received is not the typical service we aim to provide and we do appreciate your feedback. We use customer feedback to conduct thorough reviews and as a learning opportunity to implement the necessary changes to improve our customer experience. We are disappointed this experience caused you to cancel your policy. Respectfully, Austin ..View less

Elizabeth Tomassetti, Newport News, VA

On Jan 05, 2022

We had this company for several years (6-10), did not use a huge amount, and never got anything replaced. They band-aid everything. Now they are dropping us- not renewing our contract. I guess their accountants could see that we were close to actually needing a replacement on something. Would not recommend this company- big mistake.

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Response

Total Protect
On Jan 05, 2022

Dear Elizabeth, Like all organizations, review their business portfolio and make decisions to conduct business based on this. All businesses evaluate various factors when deciding to offer products or services in certain areas. Things such as the ability to provide a product or service at the level expected, operating costs or the given market’s needs. This is a standard practice for all busines ..Read Full Review

Dear Elizabeth, Like all organizations, review their business portfolio and make decisions to conduct business based on this. All businesses evaluate various factors when deciding to offer products or services in certain areas. Things such as the ability to provide a product or service at the level expected, operating costs or the given market’s needs. This is a standard practice for all businesses and I am sure, you would understand a business’ need to make these hard decisions. As it is your right per the contract to discontinue the warranty, the company can exercise the same right. Decisions to not renew a warranty are taken very seriously and made in alignment with our business goals. At this time, the company has decided not to renew your warranty. Respectfully, Austin ..View less

Steph, Mesa, AZ

On Dec 31, 2021

I have tried to stop the charges for many months because of very poor overall services. I have called and emailed with no success.The charges continue each month. This is a horrible company for customer service!

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Response

Total Protect
On Jan 03, 2022

Dear Steph, We are disappointed to learn we have not met your expectations and the difficulty you have had trying to cancel your policy. We've located your account and requested an Account Supervisor follow up to address your concerns. Sincerely, Austin

Eleanor Richards, Alexandria, VA

On Sep 27, 2021

DO NOT UNDER ANY CIRCUMSTANCES use this company. Despite having a contract for many years, in the two times that I have needed it, the customer service has been horrible and delays completely inappropriate. Two years ago, my HVAC went out in June while I had company - it took over a month to supposedly get the needed part - in the meantime, I had to purchase room air conditioners to keep my house cooli ..Read Full Review

DO NOT UNDER ANY CIRCUMSTANCES use this company. Despite having a contract for many years, in the two times that I have needed it, the customer service has been horrible and delays completely inappropriate. Two years ago, my HVAC went out in June while I had company - it took over a month to supposedly get the needed part - in the meantime, I had to purchase room air conditioners to keep my house coolish - it was so hot in my basement that the hot water heater trigger turned it off so that it wouldn’t over heat and explode. Yes, I had company in June with no air conditioning and no hot water. Then I was lectured by the service man on my bad attitude. I was ready to cancel but my other half convinced me that it was a one-off bad experience. OH NO! My washer went out almost a month ago. First I had to wait for the service person to come out. A part for my at least 28 year old washer was ordered and found to be defective. The repair company told me that my washer would need to be replaced to call the Home Warranty Company (dont’ worry, the contact number that they gave me to call for for Tech Support). After getting the complete run around from everyone I talked to, on my 10th call, I got a helpful Customer Service person who told me that the paperwork had been submitted for replacement and that it would be 24 to 48 business hours for a decision to be make (this was a Friday) so she promised I would have an answer on Tuesday. So, I called on Tuesday and was told that the paperwork was just submitted and it would be 3 - 5 days until a decision was made. I was told that they would call me on Friday. Okay, it’s Monday and no word, so I called Customer Service. They just sent me back to the service company - don’t worry, they don’t answer their phone - it just rings. So in two days I will have been without a washer for a month. I will buy a new washer tomorrow and just consider my premiums and the $150 service fee a loss and the cost of a new washer a contribution to my mental health and a solution to the piles of dirty clothes. ..View less

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Response

Total Protect
On Sep 28, 2021

Dear Eleanor - We're disappointed to learn we have not met your expectations and understand how frustrating it can be when a major home appliance breaks down. My team will be glad to review your clothes washer claim and follow up personally. Please reply with your full property address so we can locate your account and follow up personally. Sincerely, Austin

gail carman, Chandler, AZ

On Aug 23, 2021

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

WALLACE , El Paso, TX

On Aug 04, 2021

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

Karen McNulty, Cabot, AR

On Jul 27, 2021

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

Sylvia, Goose Creek, SC

On Jul 27, 2021

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

Mikhail Belov, Englewood, CO

On Mar 11, 2021

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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Response

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

Eddie Marshall, Memphis, TN

On Sep 04, 2020

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

Wanda Fulmore, Dalzell, SC

On Jun 16, 2020

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