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Home  /   Companies /   Total Protect
icon Last updated: October 29, 2019

Total Protect

TotalProtect offers home warranty coverage for appliances and built-in systems through Cross Country Home Services Inc., which was established in 1978. It has over 800,000 customers. It offers homeowners three plans i.e. Appliances Plan, Systems Plan, and Combo Plan. The company claims to provide peace of mind and budget protection for essential covered items that suffer mechanical breakdowns.

The company has a network of over 40,000 verified service contractors and a team of over 700 U.S-based employees. TotalProtect has a 24/7 claims department. Claims can be opened either by phone, through their My Account website or their industry-first Home Services Manager skill for Amazon Alexa.
Total Protect
2 / 5
Based on 1,028 Reviews | Write A Review

$3,000

Estimated Appliance Coverage

Not Available

Estimated System Coverage

48

No. Of Active States

Yes

Complaint Resolution Program

WHY Total Protect?

  • 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
  • Coverage caps for your systems and appliances

TotalProtect Home Warranty Plans

Total Protect 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 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 the items from both the plans. All three plans include unknown pre-existing conditions and rust and corrosion coverage. The only offer optional coverage for pools and spas.

Go ahead and compare the coverage between their plans in the table below.

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
  • 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
  • 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

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Total Protect REVIEWS

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Laurie , Wyandotte, MI

On Sep 09, 2020

The worst. Called Customer service in April for a refrigerator not working. After 9 weeks and 5 different service calls, they wanted to send another technician. No thanks. Too many promises and we had to purchase a new refrigerator on our own. We have paid thousands in premiums for nothing. Do not use this company.

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Total Protect
Total Protect
On Sep 15, 2020

Laurie - I'm sorry to hear about this experience.  It’s definitely not the level of service we aim to provide. I've located your claim and see that since this review you have spoken with a member of our Leadership team. We regret your outcome has been less than what you expected. Respectfully, Austin

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ray merritt, Jacksonville, FL

On Sep 05, 2020

I've had TotalProtect for a little over 3 years and have to say the WORST in everything. Some may find them good but that's probably because they don't know any better. I made a claim on an HVAC air conditioning system that's OVER 30 YEARS OLD. It is rusting to the point it is falling (leaning to one side) over as well as the air handler upstairs. Their service company (Cool Soulutions) came out to inspe ..Read Full Review

I've had TotalProtect for a little over 3 years and have to say the WORST in everything. Some may find them good but that's probably because they don't know any better. I made a claim on an HVAC air conditioning system that's OVER 30 YEARS OLD. It is rusting to the point it is falling (leaning to one side) over as well as the air handler upstairs. Their service company (Cool Soulutions) came out to inspect and said it was the compressor and fan needed to be replaced. This had been the 3rd or 4th time I had them out here on the same unit since i've had the contract with them. They wanted to charge me an additional $500 to complete the job and I refused. I told TotalProtect I wanted a new system. WHO WANTS TO KEEP THROWING GOOD MONEY AFTER BAD?????. The service tech agreed that the whole thing needed to be replaced. I called a supervisor in Ft. Lauderdale where the corp office is and he said they could do it... BUT EVERY SUPERVISOR AND SERVICE REP I CALLED SAID NO. Meanwhile, 1 year later, the unit is still not fixed. So I had another Air conditoning company come out and inspect the exact unit. THEY SAID....AND I REPEAT...THEY SAID THAT NOTHING WAS WRONG WITH THE UNIT AND THE PROBLEM WAS UPSTAIRS IN THE AIR HANDLER. Sooo....here we are. I WILL DO EVERYTHING I CAN LEGALLY AND VERBALLY TO TRASH THIS COMPANY AND INFORM EVERY WEBSITE THAT TOTAL PROTECT/ CINCH IS A FRAUD. EVERYTHING IS DOCUMENTED...I HAVE PROOF. Was all this worth poor word of mouth? Isn't that the best form of advertising?....yeah, im gonna advertise alright. All they had to do is replace a 30+ year system thats falling apart THAT EVEN THE AIR CONDITIONING SERVICE TECH ADMITTED TO. AND, I HAVE PROOF THAT THE SERVICE COMPANY LIED! I am not even close to being done with this claim. I beg you to dispute these statements for all to see. Now, on to the next website ..View less

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Total Protect
Total Protect
On Sep 15, 2020

Ray - I can tell this experience has been extremely frustrating and we want to help. A member of our team will review your claim and see what we can do to get this resolved. Please respond to this message with your property address or claim number and a member of my team will investigate and follow up with you directly. Thank you - Austin

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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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Total Protect
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

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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Total Protect
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

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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Total Protect
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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Christa Wilson, Riverside, CA

On Aug 01, 2019

Definitely the worst company EVER!!!! I have been with out A/C for more then 3 weeks!!! Ive been paying into this insurance company for years just to get the run around when I need them!!! Its a 100+ degrees where we live !! Me and my daughter have been so sick from the heat!!a me and my husband have called 3-5x daily asking for help with resolving this issue and have got no where!!! Everyone in this hor ..Read Full Review

Definitely the worst company EVER!!!! I have been with out A/C for more then 3 weeks!!! Ive been paying into this insurance company for years just to get the run around when I need them!!! Its a 100+ degrees where we live !! Me and my daughter have been so sick from the heat!!a me and my husband have called 3-5x daily asking for help with resolving this issue and have got no where!!! Everyone in this horrible awful company has a different answer AND guessed what nothing gets resolved!! Ive spoken to managers, customer service, approval department and still no clear answer insight!! We supposedly are ugert priority Haha funny!!! I Hope AND Pray people see this and BEWARE OF THIS JOKE COMPANY!!! DONT GIVE THEM A PENNY!! ..View less

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Total Protect
Total Protect
On Aug 02, 2019

Dear Christa, I am disappointed to hear you’ve had such delays with your air conditioning claim during high temperatures. My team would like to follow up with you directly to see how we can expedite a resolution for your family. Please respond with your full property address or email us at erelations@cchs.com. Sincerely, Austin

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C B Kyle, Kinston, NC

On May 08, 2019

Great company do what they say. Rural home found me several repair people. When HVAC could not be repaired they replaced it. Highly recommend

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Total Protect
Total Protect
On May 17, 2019

Thanks for sharing C B Kyle! We appreciate your recommendation! - Austin

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Russ & Denise, El Dorado Hills, CA

On Apr 25, 2019

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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Total Protect
Total Protect
On Apr 26, 2019

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

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Elizabeth, Killeen, TX

On Apr 18, 2019

My name is Elizabeth Odeyale. Just signed up but I loved the presentation and attitude and manner of my agent; Mr. Chris White. Keep up the good work

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Total Protect
Total Protect
On Apr 23, 2019

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

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William Jones, Myrtle Beach, SC

On Apr 17, 2019

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
Total Protect
On Apr 18, 2019

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

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Trillia Brady, Northbrook, IL

On Apr 12, 2019

I have had a Total Protect home warranty for almost two years, and had my first claim for it when the "polar vortex" hit my town last winter. My home's heater went out, and I called Total Protect and they first of all, answered the phone quickly, and were able to quickly process my claim. I was contacted by a Heating technician that same day, and they fixed my heater within two days. While t ..Read Full Review

I have had a Total Protect home warranty for almost two years, and had my first claim for it when the "polar vortex" hit my town last winter. My home's heater went out, and I called Total Protect and they first of all, answered the phone quickly, and were able to quickly process my claim. I was contacted by a Heating technician that same day, and they fixed my heater within two days. While two days is a long time in the winter, it probably would have been a week to get it repaired from all the people in my town also experiencing cold weather. I really appreciated how Total Protect and the technician kept in contact with me and let me know when they were coming. I had to pay the deductible, but I probably saved $1000 (maybe more, I am not an expert) on labor and parts, and I got my heater running again quickly. ..View less

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Response
Total Protect
Total Protect
On Apr 18, 2019

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

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Rafael Martinez, Fort Lauderdale, FL

On Apr 11, 2019

Have been with TotalProtect over 5 years. Service has been good every time I needed a repair. They use local service people which its always better since they know the neighborhood. The time to repair the items was no different than if called a repair person using Angie's list, but the out of pocket $ was much less.

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Total Protect
Total Protect
On Apr 18, 2019

Rafael, Thank you for choosing us, we are happy that we have met your expectations, and have provided you with prompt and helpful service. Sincerely, Austin

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Yuri Sytenkov, Glen Rock, NJ

On Apr 06, 2019

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
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

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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Total Protect
Total Protect
On Apr 18, 2019

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

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Eric, Boca Raton, FL

On Apr 03, 2019

We suddenly found ourselves without hot water. With a newborn in the house, this was worrisome. We opened our claim around 8 p.m. on the website, had a plumber out the next day, and a new water heater installed 24 hours after that. Very fast. The replacement saved us hundreds -- so the warranty paid for itself.

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Response
Total Protect
Total Protect
On Apr 05, 2019

Thanks for sharing Eric! We appreciate the time you took to share your experience. - Austin

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MB, Narberth, PA

On Apr 02, 2019

We have been trying to get our oven repaired for months. These are the four companies Total Protect has sent out for this repair: First repair company: reviews on-line said they had a serial rapist hired. I refused to have anyone from that company in our house. Second company: came out, spent 5 min, billed us $125 & then quit--NO repair. Third company: never showed up; had Better Business Bureau ..Read Full Review

We have been trying to get our oven repaired for months. These are the four companies Total Protect has sent out for this repair: First repair company: reviews on-line said they had a serial rapist hired. I refused to have anyone from that company in our house. Second company: came out, spent 5 min, billed us $125 & then quit--NO repair. Third company: never showed up; had Better Business Bureau rating of F (12 complaints, multiple lawsuits) Fourth company: nothing higher than a 1-star rating, multiple complaints of no-shows/no work done/ etc. When I called Total Protect to ask if we could just pay for the repair with a REPUTABLE repairman, they refused--said it had to be a repairman that is "accredited" by them. The above are examples of repairmen who are "accredited" by them. Save your money and your time--it's not worth the insanity. ..View less

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Response
Total Protect
Total Protect
On Apr 03, 2019

NB, I assure you that the customer service you have received is not the level of service we aim to provide. My team and I would like to take a look into your claim to see how we can help. Please provide me with your full property address so my team can investigate and follow up with you personally. Thanks, Austin

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Wilfried MAI, Philadelphia, PA

On Mar 26, 2019

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
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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Valorie Pritchett, Austin, TX

On Mar 08, 2019

I bought a Total Protect after I bought my home in 2016. They have been to my house twice over the last year. Once for heating and again last week for A/C replacement. I paid the service fees and they gave me a new unit that works better than the old one ever did.

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Response
Total Protect
Total Protect
On Mar 12, 2019

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

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Vivian Powers, Altamonte Springs, FL

On Mar 01, 2019

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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Total Protect
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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Irina Fedorova, Gaithersburg, MD

On Jan 31, 2019

Save your money don't purchase this warranty. I have been a loyal customer for over 5 years, and I have been paying for the warranty for 2 of my properties. I have an active leak in my living room, and dealing with the Total Protect became a full-time job for me. The companies that have been assigned to my claim are canceling on me or simply not showing up at the day of the appointment. If you manage to ..Read Full Review

Save your money don't purchase this warranty. I have been a loyal customer for over 5 years, and I have been paying for the warranty for 2 of my properties. I have an active leak in my living room, and dealing with the Total Protect became a full-time job for me. The companies that have been assigned to my claim are canceling on me or simply not showing up at the day of the appointment. If you manage to get someone don't expect them to fix your problem. I have had a plumber coming out to tell me that the leak in my living room is related to an issue with my cloth washer. I have had an appliance specialist to come out and tell me that this is a plumbing issue. And just when I managed to get another plumber to come out, they told me that it is a cloth washer issue. Here I am with an active leak in the house which got worse and causing damages in my living room, but hey my appointment for today was rescheduled for another day again. Keep in mind, customer service won't even allow you to speak to a supervisor. And if you manage to get a call back from a case manager, expect rude and inexperienced person. I wish I can give Total Protect Home Warranty a zero stars review. ..View less

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Response
Total Protect
Total Protect
On Jan 31, 2019

Irina, Thank you for bringing this to our attention. This is not the level of service we intend to provide and I understand your frustrations. We have located your account and are looking into alternate resolutions to your claim. We will follow up with you as soon as our review is completed. – Thanks, Amanda

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