TotalProtect: In Conversation With A Cutting Edge Company
By Steven De Nazareth
Updated: May 22nd, 2019
HomeWarrantyReviews.com was recently invited to visit the offices of TotalProtect, a Cross Country Home Services company, in Sunrise, Florida. We sat down with company representatives to find out how a 30-year-old company remains on the cutting edge of service in this industry and how they continue to add value to their customers, including a new offering involving Nest Protect.
TotalProtect and its parent and sister companies have been in the home warranty business for nearly three decades. In that time they have built a network of more than 40,000 qualified local service professionals. And, it’s no small feat for a company of their size to have maintained an A to A- rating with the Better Business Bureau. But what the company has done up to now was only part of the story we heard there. The coming attractions are remarkable, and for homeowners some of those changes in TotalProtect’s offerings may be game changers.
Our readers are always looking to better understand the companies that provide home service contracts in the U.S. What would you like them to know about Cross Country Home Services & TotalProtect in order to distinguish your companies from others?
TotalProtect – A few things make us different. First, we’ve been around a long time.
We also stand out on the size of our service network. We have recruited thousands of qualified, local professionals so we can to be there when you need us.
One of the best benefits we offer is our 180-Day Guarantee on repairs – three times as long as most other home warranties. We are committed to fixing your problem right the first time, and if it’s not right, we’ll be there for 6 months to save you the hassle of repeated costs on the same problem. That’s how confident we are in the quality of our workmanship.
During the past few years several companies have gone out of business or been sanctioned by various states’ attorney generals for deceptive trade practices, how can a consumer have confidence in CCHS? How do they know you’ll be around?
TotalProtect – It’s understandable that homeowners would have concerns about the industry. To address those, again we’d point out how long we’ve been in business. Then, look at our record. Unlike other large home warranty companies, we have never had an attorney general’s sanction, we are consistently A or A- rated by the Better Business Bureau (also better than most service companies), and customers rate us well on review sites like yours.
Beyond that, we are always pushing ourselves to get better. We survey every customer after a claim to learn what we did well and what we didn’t. That feedback is shared with our agents and our service providers. If we make a mistake, we make it right and learn from it.
We also acknowledge that in the social media age, both our successes and our mistakes are public. But we don’t believe a trustworthy company should rush to delete a negative review. Instead, we acknowledge problems and have a team specifically dedicated to resolving those issues. People are trying to make an educated decision and deserve the whole picture.
Claims processing can be a frustrating process. At HomeWarrantyReviews.com we hear many complaints about claims and with respect to the industry in general. According to our users who write reviews, some companies are very easy to reach when purchasing the policy but impossible to reach when a claim needs to be made. How do you handle your claims and what process could a customer expect to go through when they have something break?
TotalProtect – Our customers can always reach us for assistance. We have agents available in our Florida and South Carolina call centers 24/7/365 for you to report a claim. We also have an easy-to-use website, placemyclaim.com, for those who prefer to go online, whether that’s desktop, mobile or tablet. And, we’re currently working on a new, improved mobile claims site design.
Your new Nest Protect offering was exciting! With the smoke and CO alarm you’re helping homeowners with a critically important aspect of home safety. Do you have any plans to offer other, similar services in the future?
TotalProtect – We’re always looking for ways to provide a broader array of home protection services. And, we know that home safety is an important issue for everyone. We believe the Nest family of products offer smart ways for homeowners to extend protection beyond the warranty. Plus, it’s an easy way to begin building a more thoughtful, tech-savvy home.
We gave away 50 Nest Protect smoke and carbon monoxide alarms during Fire Prevention Week, October 4-10. The National Fire Protection Association encourages you to “hear it beep where you sleep” by putting an alarm in every bedroom. We want to help spread that message.
Nest Protect sends alerts to your phone in case you’re not home. With the Nest app, you can hush false alarms from your phone or tablet.This type of remote home systems control seems to be the direction every modern amenity in the home is heading toward. With that in mind, is Cross Country Home Services seeing a lot of its customers using mobile devices to make payments, renew contracts, file claims and follow up on the status of claims?
TotalProtect – Absolutely, we see more customers shop, buy and use us via tablets and smart phones. In the future we’ll be offering even more options for managing your account and claims online, with the goal of making those services mobile-friendly as well.
Web connected smoke detection, carbon monoxide, intrusion alarms and other home automation devices are just a few parts of the new “web connected home.” With so many of your customers relying on your company for emergency repairs to the HVAC system do you think the web connected thermostat or other automation devices will become an important part of that aspect of your services?
TotalProtect – Yes. As home automation grows, so will the need for related services like installation and repair – not just for the connected home devices, but for the appliances and systems monitored by those devices. We will be there to provide those services.
We at HomeWarrantyReviews.com would like to thank Cross Country Home Services and TotalProtect for the kind invitation and for sharing with our readers. Readers who would like to know more about available Nest Protect offers can visit totalprotect.com/nest for more information.
To know more about Total Protect service plans and to get a free quote, please check out Total Protect’s listing on our website.
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