TotalProtect Home Warranty

this company is a fraud, they don’t pay and give a hard time to there customers

Been with Total protect since 2007 and canceled it on both properties. All I can say is I don't recommend anyone to this company, all they want is your money, they read you your policy and it clearly says your covered but then you are giving the run around. Bad business! Had to go outside my plan to get my stuff fixed on both properties. Canceled 12/21/21.

I would like to give this company a new name, “No Protect”. I have been a customer for over a year. We have been satisfied with the service somewhat; plus we are not picky anyway. This is also the first time I have posted anything negative online and open Yelp account because I do believe in giving grace to people or, this time, a company. However, after many hours, calls, and my time spent (free to Total Protect). My patience has run out and Total Protect got this honor. On 6/10/20, I have requested a service for a washing machine. Three different appliances companies have came out during the pandemic by the way. There are still no results. During this time I have requested for a manager to give me a call. The total requests of the call now is number 4 as of today 7/22/2020 and still waiting....One of the agents told me she only saw one request on 7/09/2020 for the manager to call me and someone had tried but there was no answer at my end and he/she either couldn’t leave a message or didn’t leave a message. So just to be clear, someone had tried to call me either on my cell or at home but I did not answer? I have been home 90% of the time due to obvious reasons. OK, let’s just say I did not pick up the land line, the next course of action would be to call my cell...still no answer. Then maybe he/she should leave a message? That would be common sense to do, so I know you still care :) Part??? The third company came on 7/14. I have waited a week for someone to contact me for an update and guess what? Nobody called or email me, again I was being optimistic. I do have hope for Total Protect lol. So I took the initiative to call yesterday, 7/21/20. Their records did not show the third company had came out. I also made another request for a manager to call me. This is my fourth request. Today, 7/22/20 I called them again for another update. Now I will be recording all my calls. It was interesting today because while I was talking to a gentleman (18 mins), my call was suddenly went back to queue. I waited in line again, then a lady picked up and after I explained my life story (really sounds like it). She said this is not her department 🤦🏽♀️. She wasn’t sure why I was transferred there and of course put me back on queue again until I was pick up by another agent. Yes, I had to start over and repeat myself. I have aged and sound like my dad at this point. This agent said Total Protect was still waiting for the update from the third appliance company for them to make a decision (14 mins). At this time I would assume if I have not called the day before would the ball start rolling? Still no call from the manager...My call to them today started at 12:15 PM after I got kicked out here and there, plus spending time writing this. It’s now 2:15. I have wasted 2 hours of my precious Netflix time for Total Protect. This is very sad. I will start a complaint with BBB today and again I have not done this to any company before and honestly really don’t want to. I will call them again tomorrow :) Just a side note: I am blessed to have another set of washer and dryer at home. I can not imagine a family that is out of a washer for almost two months with kids 😬. They will have to go out and use a laundromat during a pandemic plus who will pay for this inconvenience and coins?

I purchased a new home warranty for my new home in May 2019. I called in a service request / claim on my HVAC unit at the beginning of July 2019. When the service tech came out he informed me that I was going to need a new compressor and in his opinion a whole new system. He was very confident that Total Protect would approve my claim and not only gave me instructions on how to prepare my home for when he would return to put in the new unit but also only took half of my deductible and said he would get the rest when he came back to install the new unit. A few days later I received an email saying my claim was denied due to “pre-existing condition”. I immediately challenged the accusation letting them know that it was not a pre-existing condition and that my AC was in working condition since I had moved into the home in April up until I called in the claim. A few days later I received a call from a claims rep and she informed me that the timeframe between my contract activation date and the date I called the claim in “raised eyebrows and was questionable”. And I informed her that her and whoever else’s opinion did not matter in this instance and what facts or proof were they basing this decision off of? I was a new customer and I didn’t have control over when something was going to break down or tear up in my home and if anything I was glad that my policy kicked in in the nick of time but instead I was getting denied based on their opinions and nothing more! She didn’t have any proof and instead blamed the service tech saying that his report said it was a pre-existing condition and that was also another reason why it was denied. Her reasoning didn’t sit well with me so a few days later I called back and explained the situation to another customer service rep and told him that I thought she was full of it and he was on my side! He told me to reach out to the service tech company and get a copy of the service report he submitted to them so I could see his remarks for myself and low and behold the service provider company report DID NOT SAY ANYTHING ABOUT A PRE-EXSITING CONDITION! In fact it simply said “I arrived on job site and found compressor tripping the breaker. I recommend replacing the outdoor unit.” I KNEW TOTAL PROTECT HAD LIED! So now that I had the actual service report I immediately called Total Protect to once again fight the denial. This time I was told that YES, according to my contract (PROVIDED BY TOTAL PROTECT) and my declaration page I DID QUALIFY FOR MY UNIT TO BE REPLACE but…(ready for this excuse) “MY UNIT WAS 11 YEARS OLD SO IT’S TOO OLD, ITS BEEN TEARING UP OVER TIME! WHAT?! That doesn’t even make since! I informed them that that was the dumbest thing I had ever heard number one, two, the whole point of getting a warranty is to protect you appliances/ units no matter how old they are! And three, if that’s the case why wasn’t I initially asked how old everything in my home was or why didn’t a Total Protect rep come out to the home and get the ages of everything and make sure everything was working (mind you I just purchased the home in April 2019) before I was given or approved for a warranty? Then I gave it one last try maybe a week later to get my denial overturned and again another rep agreed with me and said again that yes I did qualify but claims told her that basically they didn’t like the fact that I called in so close to my activation date. They took me through so many lies for nothing! I immediately cancelled my contract! And let’s not forget about my monthly installment issues. When I signed up with Total Protect I made it very clear that I wanted a monthly payment plan. When it was time for me to pay my first bill it was way over the amount they had quoted me. Turns out they had me down for quarterly or 3 times a year (I can’t remember exactly but it was one of the two) payments! I called them and told them to change it and they claimed they did when I went online to make my payment it snatched the whole thing! I was ****** and called them back again and they cancelled it and I made my monthly payment amount over the phone with them. Then a few days later they took another payment without my consent! So basically 2 payments for the same month! Called them again and they refunded that payment but was informed by the rep that I still was set up for the quarterly or 3 times a year payments! WTH!!! She or HE claimed they fixed it and I was squared away. The UNORGANIZATION and LIES of this company are truly unmatched and I will continue to spread the word that TOTAL PROTECT IS THE WORSE COMPANY I HAVE EVER DEALT WITH!

The contractor they sent over found the problem to be the water tank. We needed a new water tank. TotalProtect refused to pay for a new water tank because they claimed that water tanks in refrigerators were not covered because the refrigerator was still functioning by keeping food cold. But this refrigerator also dispenses water and ice and those functions did not work because of the leaking water tank. They also claimed it was listed in the exclusion in contract but my contract contained no such exclusion. I asked to speak with a manager they said the manager would call me back within 24 hours but never called at all. The fees were expensive as well. I had 2 homes protected thru these people and I canceled both accounts. I picked a new home warranty company listed in a Top 10 list I found online.

We have a home owners warranty and they send out who they want. They have vendors they contract with and sometimes they send out someone who knows what they are doing and sometimes they don't. They came out to fix dryer and it runs, but doesn't dry like it should. You need to dry clothes twice and I have on highest setting and dry for 70 minutes, Because it runs, technician says its fine.

He was not able to fix it, so it was not a good experience. For the most part though they are pretty good. I have been using them for about 20 years now. I am paying about $54 a month, and if they come out there is a $100 deductible.

If something breaks in the house I just have to call this one number and they send someone out. I have a flat fee, deductible to pay to use the service. It's great because they send someone out instead of me trying to find someone reputable to come out. I don't have to worry about paying for parts, ect.., it doesn't matter what they do, I just have to pay $100 for the service call. It's just like insurance for your car. I pay about $36 a month. I think it is the greatest thing. I am here by myself, I don't know who to call. And if it's not done right the first time, I don't have to pay for them to come back. The price is fantastic. I like that I know what I have to pay. They are calling different providers and some of the providers do not always put you first because I have the warranty. They will get someone out there, but I am finding that sometimes it may take a minute. They take the full paying customers first I believe. My refrigerator was running but it wasn't cooling. I happen to go to the refrigerator and everything was defrosted when I got home from out of town. I had to call a friend to come get my food. I wasn't in the mood for cooking all this food. I even had a turkey in my fridge, I didn't fee like cooking a turkey. Lol.

This is what I turned in to Consumer Affairs. I had been with them for about ten years and they started to change. It took about two months to have something fixed. They now charge $100 deductible and they are very inconsistent. My latest problem was with my heating system. I have two thermostats. I turned the main thermostat on and the heating system stopped working. I went to the boiler room and just tapped lightly on the duct work, and the system starts working again, but then it stopped again. I called Total Protect. The technician came, took a visual check, and said the system is old and needs to be replaced at the cost of $5,500.00. The maximum Total Protect was going to pay $1,489.00, so it would cost me $4,015.00. So now I then went to my second thermostat to turn it on because it was very cold, it's a guest room and when I turned it on I discovered that the system worked perfectly. So I called Total Protect and let them know what I found and asked if I can have the technician out again. I think I need one for a second opinion. They said I would have to open a new case and pay a new $100 deductible again. I told them it is like a used car that has a flat tire and when I get it to repair, they say no, you need a new car. That's crazy. Today is January 9th; I still have the problem and they refuse to send someone to diagnose the real problem. So instead of coming here with a meter to check out the wiring or something, they just took a look at it and said no, that's an old system and you need to change it. I think that's crazy. To me, it looks like a simple short or something. I am done with them, and will change companies at the end of the month. Even though they force me to pay my monthly fee of $50.00 every month, I don't care to pay twice. They want me to pay until September, but I don't care. I don't want to deal with them.

These people that I got through Angie's List, once they took the toilet up, they saw, the problem was that the toilet was sliding around. I had called someone to come out and fix it and I paid...there is a $75 copay. It stayed for a short time and then it started sliding around again. The company that I got through Angie's List did a very good job and they could see where the other guy had done a really cheap, spit and bubble gum type of thing. It was offered through my mortgage company. I pay them a lot of money. I pay them $50 a month. It is haphazard. They sent someone out to work on the refrigerator. He looked at it and said we had done something really stupid and it was working. He fixed it and he was very nice about it. And then the plumber was just really awful. They once sent someone out to fix the fans in my house and he was an absolute lunatic. I told them that I was afraid to file a complaint because he was the kind of guy who would probably come after me. That's how crazy he was. I don't know if any others are any better. They could get better providers. It's reasonable considering that before I have to pay a $50 a month and now it's a $100 copay. It's reasonable. If something goes really wrong, I can't afford to go out and buy a new refrigerator. So that's why I use them.

What stands out is that they are available 24 hours a day. It's either they call me or I call the person and I usually have service within 2 or 3 days. They just raised the copay from $95 to $99. Everything was fine. They were pretty responsive. The group that came over was good.

Now I will tell you they may have change names. There is a small deductible they come and they, it would be your washing machine it can be your refrigerator it can be your stove it's anything electrical in the house any appliances and if you have a problem you have certain phone number you have to call they get back with you immediately which is a really good thing and then they tell you who you are suppose to call to set up the appointment and they always go back and double check to make sure that I was satisfied with the service.

It's a maintenance were I pay a deductible and then if they can't fix it they buy me a new one. they charge me a certain amount every month so it's automatic payment so I don't have regular contact with them unless I need them.

They are pretty good the few times we had to use them.

They were friendly, professional and helpful.