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ServicePlus Home Warranty

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4.4

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Walt

They responded quickly to my call and the service company was professional, curteous, and did their job

3 years ago

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Reply from ServicePlus Home Warranty

Thank you for selecting Total Home Protection for all your home warranty needs. We know your time is valuable so we take feedback very seriously. Your feedback allows us to improve our business and promote the level of service expected from a trusted industry leader. Total Home Protection strives to be a top rated home warranty provider. We have an unwavering commitment to uphold our founding ideals to provide industry-leading home warranty products and exceptional services to the customers we're privileged to serve. We sincerely thank you for your feedback. If you have any questions, please contact Customer Service during normal business hours at 1-800-545-0402

Mar. 10th, 2020

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Wright

Because the time for service was terrible and the first tech never answered and when the second tech finally came we weren't pleased with the service; telling us we didn't have the coverage.

3 years ago

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Reply from ServicePlus Home Warranty

Thank you for selecting Total Home Protection for all your home warranty needs. We know your time is valuable so we take feedback very seriously. Your feedback allows us to improve our business and promote the level of service expected from a trusted industry leader. Total Home Protection strives to be a top rated home warranty provider. I am unable to locate your policy and previous claims using the information provided - if you have complaints or concerns regarding the quality of technician, please give our customer care team a call so that we can take a look at who serviced your unit. Further, if you would like to discuss your claims, coverage, etc, please reach out to us and we can provide an explanation or your coverage as well as a copy of your policy. We have an unwavering commitment to uphold our founding ideals to provide industry-leading home warranty products and exceptional services to the customers we're privileged to serve. We sincerely thank you for your feedback. If you have any questions, please contact Customer Service during normal business hours at 1-800-545-0402

Mar. 10th, 2020

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S West

Because service is not available on the weekends. You can reach customer service, but they can't send repair specialist out...have to wait until Monday

4 years ago

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Mr. Parks Visalia, CA

I have not received a warranty packet by email or by regular mail since I've joined them . It has been several weeks and I have still not received anything in the mail so I reached out and called and they stated they would email me a copy of my warranty as well as send one in the mail I received no emails, I am disappointed .

6 years ago

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Blacklock Santa Fe, NM

Not perfect but very good since we live some 73 miles from a major population, most repair company’s do not want to come this far out to do repairs, glad this company and the contractors it hires will make the trip out here and do good job

3 years ago Edited September 14, 2021

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Andre Porter Baton Rouge, LA

This company has a lot of issues. Say set someone out to look at my oven to repair. The service technician said he would have to order a part to repair my oven but he had to get it okay through total home protection. Total home protection stated that because of the age of my oven which was only seven years that they considered it unrepairable and would send me a check help cover the cost of a new oven. I was told that they were going to send me a check for $250 for a oven that actually cost $2,400. That the check would go out and six to eight weeks well it has been 12 weeks now and I still have not received the $250 check.. I talked to a service manager three days ago and he stated that the check would go out this Friday I called today which is Friday and it has still not been mailed. I don't understand why it takes so long for them to mail a $250 check out to their customer. I am still a paying customer to Total home protection you would think that they would treat me a little bit better than they are.

4 years ago

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Beverly Bier Shelbyville, IN

The only reason I gave them more than one star is because they are the least expensive company for monthly and out-of-pocket costs of all the companies I tried. But, the say "you get what you pay for" certainly holds true with this company! When we started having furnace/ac problems, it took them 2 weeks to find a company in our area that was willing to work with them. And then, it took them another 2 weeks to approve the repair. So, we were without a working furnace/ac for more than a month!!! And, I just learned this week that the company that did the work still hasn't been paid after THREE MONTHS!!! That means that the next time we need a furnace repair, there is no one in this area who will come to our aid!! This company is a TOTAL DISAPPOINTMENT!!

4 years ago

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virginia West Branch, MI

It began on the 6th of april 2019 on a sat my furnace went out I live in Michigan in a rural area . This home protection plan DOES NOT due any Emergency services on the week end and you have to give them 24 to 48 hours in order to find some one to come out before it becomes your job to find someone to fix your problem then you have to pay up front and they reimburse you That is the gist of the story well this is what happened . I put in a claim for the furnace on sat the 6th i waited until I was told they couldnt find anyone so I found a company so the company came out checked it out called the Total home and the tech gave them a price of 258 .00 for the service call and the part and explained there would be an additional 95.00 to install the part . So the person said they would not pay for the install so I called, I spent 5 hrs on the phone and spoke to 13 people trying to find someone to understand the total bill would be 353,00 but as of yet no one understood that so finally today on the 10th of april which is now the 6th day with out heat it got fixed and i was given a bill for 353.00 total cost of repair and install of part . I emailed it as well as faxed it to them with a request on email to please let me know they received the email. Well 6 hrs later still no response. im not sure about this company so far it appears that no one knows what to do there. I am awaiting to see if they are at least honest enough to cover this claim I got the policy in oct 2018 this was my first claim and so far im not impressed but i will update if they are going to cover this bill. I at this point know a few things one you will get the run around here it is not a easy company to deal with they dont care that your with out heat for 6 days in the cold this much Im currently aware of . Might I add they had no problem taking my payment up front in full when I got the platinum plan. I will up date as soon as this has been resolved UPDATE 4/11/19 THIS COMPANY HAS DECIDED TO PAY MY CLAIM MINUS MY DEDUCTABLE Which is all I wanted . Although this was a hassle now I know how this company works I will keep it and give it one more try. knowing how it will work in a rural area . But if I ever have to deal with 13 people in order to process a claim again I will be done

4 years ago

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CC Baltimore, MD

This has been the worse experience ever. My furnace went out on today. I filed a claim and was told that no one would be out for at least 48 hours. It is the dead of winter which means it is cold. When asked if they could please send a technician on today since it is cold, I was told no. The company has a department that handles that and they do not work on weekends. They did not even offer to reach out to the department that dispatches technicians. The customer service agent suggested I purchase a space heater or pay for the repair myself. She stated I could submit the charges for reimbursement but she could not grantee the company would cover the repair, as there are lots of things that they do not cover. I switched from another company to save money and I truly regret it. You get what you pay for.

5 years ago

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Robert Santmyer North Richland Hills, TX

Extremely disappointed in Total Home Protection. Two weeks ago on a Friday night in Texas, with a 100 degree weather our air conditioner stopped running. I was told we could get our own repair service out and file a claim afterwards since we would not receive a phone call from their repair tech until Monday. However it may need to be preauthorized and the authorization department wouldn't be open until Monday??? Reading the claim form all work needs to be authorized that cost over $100. That's pretty cheap for an air condition repair call in Texas, in August. You may be able to handle that amount with an unlicensed tech in December. Either way with looking at 2-3 days of staying in a hotel ( I have one heart stint and I'm probably looking at another someday)and the fact I couldn't take my pets with me, I paid to have somebody out Saturday at 9:00. Decent, so far competent technician that charges more on a crisis as well as weekend basis. Cost was $330, probably $100 higher than what it would have cost me on Tuesday. I pretty well knew that I was not getting most of that back, but I had the money and made that decision. I did feel that I should at least get $40 back, the difference between my $60 deductible and their $100 pre-authorization. Nope, well shame on them. We will not be renewing with them when it comes around. Any company that doesn't have a way of authorizing a repair for 2-1/2 days out of 7, is stacking the deck and avoiding their responsibility, and in my opinion, they are not a good company.

5 years ago

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joco Independence, MO

I signed up with THP last November. I had a claim in March or April with my disposal. I moved into this house in 2014. I had an inspection before the purchase. This disposal claim was denied because the plumbing wasn't correct. I'm not a plumber so I had no way of knowing about this issue until I had a claim. THP would not even negotiate any part of the expenses. I had to have it replaced at my own expense. Second claim this week was for my a/c. It was denied because the coils were dirty enough to cause the unit to get hot. I had washed it several times but evidently not good enough because the coils were still dirty on the side facing the house. I cleaned as well as I could. I couldn't see back there well enough to notice it needed more cars. I was never advised to have it done professionally to make sure it was clean. But again I get penalized for ignorance. THP doesn't offer good preventative maintenance plans for people who don't know how to care in detail. All THP would say is "check your manufacturer manual". Guess what. There wasn't one with the house. Maybe someone has better knowledge about these things. Maybe Home Warranties rely on this to get money and still deny claims so as not to have to pay.

5 years ago

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Reply from ServicePlus Home Warranty

Thank you contacting us with the above referenced review. We at Total Home Protection treat each review with the utmost respect and use this feedback to better serve our valued customers. Understandably there are two sides to every story and always look for a fair resolution between all parties. The customer placed a claim for a Air Condition not coming on 6/11/2018. The diagnosis concluded that the outdoor coils were very dirty and needed to be chemically cleaned. With the coils being dirty, it causes improper airflow resulting in the condeser fan overworking and overheating causing the unit to shut down. Per our policy this failure is clearly excluded from coverage. Please see the referenced section of the policy below; VII. GENERAL LIMITATIONS OF LIABILITY D. This Agreement covers only repairs and/or replacements due to mechanical failure attributable to ordinary wear and tear. Accordingly, the Agreement does not cover failures which may result from other causes, such as without limitation abuse; misuse and/or neglect; lack of maintenance; rust and/or corrosion; noise without a related mechanical failure; chemical or sedimentary build up; lightning strikes; missing parts; animal, pet and/or pest damage; power failure; power surge; fire; casualty; acts of God; structural and/or property damage; flood; smoke; earthquake; freeze damage; accidents; war; acts of terrorism; nuclear explosion, reaction, radiation or radioactive contamination; insurrection; riots; vandalism; or intentional destruction of property. This Agreement does not cover mechanical failures resulting directly or indirectly from or caused by mold, mildew, mycotoxins, fungus, bacteria, virus, condensation, and/or wet or dry rot regardless of the source, origin, or location and any other cause or event contributing concurrently or in any sequence to the mechanical failure. All claims have been properly serviced in accordance with the Service Agreement - all contracts have inclusions as well as exclusions. We are committed to providing a positive customer experience and doing the right thing for all our customers, contractors, employees, and our company. We at Total Home Protection have an unwavering commitment to uphold our founding ideals to provide industry-leading home warranty products and exceptional services to the customers we're privileged to serve. If you have any further questions, please contact us at 1-800-545-0402.

Jun. 21st, 2018

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Oscar Perez San Francisco, CA

Marc was excellent at assuring me that I would not go wrong by signing up with your company. He knew I was unsure about signing up for a home warranty but he did a great job of making me an offer that was too good to pass up but also made me feel comfortable that your company would take care of my needs.

6 years ago

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Van Mitchell

Slow response time and find ways to not pay. Customer service does not provide you all the details when speaking with them about the repairs and how you will be reimbursed.

3 years ago

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Reply from ServicePlus Home Warranty

Thank you for contacting us with the above referenced review. We at Total Home Protection treat each review with the utmost respect and use this feedback to better serve our valued customers. Understandably there are two sides to every story and always look for a fair resolution between all parties. All claims have been properly serviced in accordance with the Service Agreement - all contracts have inclusions as well as exclusions. If you have disputes with any of your claims, always feel free to contact [email protected]. We are committed to providing a positive customer experience and doing the right thing for all our customers, contractors, employees, and our company. We at Total Home Protection have an unwavering commitment to uphold our founding ideals to provide industry-leading home warranty products and exceptional services to the customers we're privileged to serve. If you have any questions, please contact me at 1-800-545-0402.

Jun. 22nd, 2020

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Paul

Been with this company going on 2 years and so far they have not failed me. Better customer service than most others.

3 years ago

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Reply from ServicePlus Home Warranty

Thank you for selecting Total Home Protection for all your home warranty needs. We know your time is valuable so we take feedback very seriously. Your feedback allows us to improve our business and promote the level of service expected from a trusted industry leader. Total Home Protection strives to be a top rated home warranty provider. We have an unwavering commitment to uphold our founding ideals to provide industry-leading home warranty products and exceptional services to the customers we're privileged to serve. We sincerely thank you for your feedback. If you have any questions, please contact Customer Service during normal business hours at 1-800-545-0402.

Jun. 22nd, 2020

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Anonymous

Seemed easy to contact to report a claim. had problem taken care in less than five days

3 years ago

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mzlmor

Quick response. I was very pleased that I was assigned a company within 24 hours.

3 years ago

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Reply from ServicePlus Home Warranty

Thank you for selecting Total Home Protection for all your home warranty needs. We know your time is valuable so we take feedback very seriously. Your feedback allows us to improve our business and promote the level of service expected from a trusted industry leader. Total Home Protection strives to be a top rated home warranty provider. We have an unwavering commitment to uphold our founding ideals to provide industry-leading home warranty products and exceptional services to the customers we're privileged to serve. We sincerely thank you for your feedback. If you have any questions, please contact Customer Service during normal business hours at 1-800-545-0402.

Jun. 22nd, 2020

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Lilly Charlotte, NC

They’re reliable and helpful. Will be accommodating for your particular needs.

3 years ago

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Blakeney

After trying three other companies it was a reluef to find one who was Very prompt and Professional

3 years ago

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Reply from ServicePlus Home Warranty

Thank you for selecting Total Home Protection for all your home warranty needs. We know your time is valuable so we take feedback very seriously. Your feedback allows us to improve our business and promote the level of service expected from a trusted industry leader. Total Home Protection strives to be a top rated home warranty provider. We have an unwavering commitment to uphold our founding ideals to provide industry-leading home warranty products and exceptional services to the customers we're privileged to serve. We sincerely thank you for your feedback. If you have any questions, please contact Customer Service during normal business hours at 1-800-545-0402.

Mar. 10th, 2020

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Lou

Rapid and honest response. Contractors have been very professional and reliable.

3 years ago

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Reply from ServicePlus Home Warranty

Thank you for selecting Total Home Protection for all your home warranty needs. We know your time is valuable so we take feedback very seriously. Your feedback allows us to improve our business and promote the level of service expected from a trusted industry leader. Total Home Protection strives to be a top rated home warranty provider. We have an unwavering commitment to uphold our founding ideals to provide industry-leading home warranty products and exceptional services to the customers we're privileged to serve. We sincerely thank you for your feedback. If you have any questions, please contact Customer Service during normal business hours at 1-800-545-0402

Mar. 10th, 2020

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Ellen

I used them twice so far, and they were reliable and had the jobs done promptly.

4 years ago

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Anonymous

Only used once but rep was outstanding. Got a message my response was too short?

4 years ago

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Anonymous

They worked fast to resolve my issue. Made sure to contact repair service to address my issue

5 years ago

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Sandy Lafayette, LA

The sign up was easy and the rep was extremely helpful. I have not needed to use their service yet.

5 years ago

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Cyd

John quickly resolved the issue. He was very professional and thoroughly explained the problem

5 years ago

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R. Norise St Louis, MO

I bought a home and the service protection plan came with the house. Before moving into the house, my daughter cleaned the house which would include all the appliances. She found that the stove wasn't working and some of the burners weren't either. We called them for a technician to come out. Paid $45.00 for the service fee. The technician stated that the Mother board needed to be replaced and the burners on the stove did also. He stated that he would order the parts and get back with me in a week. I didn't receive a call back from the technician, so I called the company to see what the hold up was. I received a call from a Claims Manager that stated that the only thing they could do was offer me $200.00 toward a stove. I asked the lady had she lost her mind. What was $200.00 going to do toward the purchase of a stove. She began to say that the previous owner should have had it fixed. I am like, this isn't my problem. I own the home now and I expected your company to either fix the stove or replace it. Since the warranty was transferred with the purchase of the home. She said, I could appeal their decision, which would take about twenty days for a decision. I explained to her it has been a whole month and I am in need of a stove now, and that twenty days it's going to help me. I asked for a supervisor, she stated she is the only person I can speak with. I guess she owns the company. If anyone tells you to go with this company. RUN, FOREST RUN and don't look back. Still waiting on a call back from them regarding an appeal.

1 year ago

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Mike Grants Pass, OR

I've been waiting over 6 months for my approved $200 claim check to arrive. I call every month and hear the same thing: "I'll send an urgent message to get this resolved" but nothing ever happens. It has been one disappointment after another with these guys. I originally got the policy because my Heat Pump was getting old. Sure enough, it went out shortly after my policy started. My technician stated that the unit needed to be replaced so I filed a claim. Did they give me the $12,000 to replace the unit? Nope. Instead, they said they would only waive the next 2 service call fees (a $90 value)! They gave me one excuse after another as to why it wouldn't be covered. The first excuse was that the outside unit was dirty (there were 2 pine needles and some dust on the unit). Then they said some parts were rusty (what do you expect after it has been sitting out in the Oregon rain for 25+ years - the technician said that wasn't causing an issue). Then they said some of the cooling fins were bent (yes, there were a few bent fins out of the many thousand of fins which the technician said wasn't a problem). Then they said I failed to maintain the unit properly (so I sent them all of my annual maintenance reports). Then they said I should have done a 350 point inspection every 6 months (the technician has never even heard of a 350 point inspection). This went on until I was exhausted. I had talked to countless service reps at all levels and when I finally realized I wouldn't be getting anywhere, I gave up. Unfortunately, I paid for a long-term policy so I'm stuck with these losers. The only nice thing I have to say is that they are finally answering their phones in a reasonable amount of time - used to take about 45 minutes to get to a human voice. Do yourself a favor and look elsewhere for a home warranty company. My mom uses First American and they are excellent - many claims filed without a single issue.

1 year ago Edited October 20, 2022

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Betty Ayele Kennesaw, GA

THE WORST COMPANY EVER! I called for service due to an inoperable refrigerator. I was told it will take 48hours for a technician to come out to diagnose. On day 4 I received a call stating they will do the diagnoses over the phone, however, still had to pay a $45 technical diagnostic fee. I informed them I needed someone to come in person. it took about additional 3 days before the technician came to look at it. at that time he stated I needed to replace the compressor. I asked him if there was a possibility this could be a freon issue (my husband is an HVAC tech) which is why I asked this. He stated "No it is not and I don't have the equipment to check that." a week later I called the company to see the status of my claim. they informed me they haven't received the diagnostic results yet. Another week passed before I received an email stating my claim was denied because THE technical diagnostic result states the issue is a freon leak. which isn't covered under the warranty. Please understand I have the paperwork from THE technician stating it was a compressor. I informed the company of this discrepancy. They stated IF I want a second opinion, I would have to pay out of pocket. the contract clearly states if a second opinion was needed it's covered by the company. After going back and forth for hours they offered to pay $200 for the repair. The total cost for repair is $700. My contract states they will cover the cost of repair or replacement. When I asked for my money back they informed me I would have to pay $400 FOR REPAIRING MY FRIDGE .... please understand they haven't repaired my fridge yet. HOW IS THAT POSSIBLE? THEY ARE SCAMMERS. PLEASE DON'T USE THIS COMPANY!! DO YOUR RESEARCH YOU WILL SEE ALL REVIEWS ON BBB.

1 year ago

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BKLYN78 Covington, GA

This is by far the ABSOLUTELY WORSE COMPANY EVER!! Placed my first claim in October 2021 for my dishwasher leaking and was given a virtual call that I had to pay $60 for someone to have me run some diagnostics. If I'm paying I would much rather have someone else do the diagnostics and I don't know maybe fix it too! That was the first of many disappointments! My claim was approved and was told a $200 check would be sent out. That was in November 2021. $200 for an almost $700 dishwasher! That was my 2nd disappointment! After a few weeks went by I called the office to find out when will I receive the check and was told that it takes about 8 weeks for my check to be sent. 8 weeks??! 3rd disappointment! That means while I wait for my lousy $200 check, I'm still paying $75 monthly and with a leaking dishwasher! 4th disappointment! I have called a dozen times and I can never get legit answers as to why and what is taking so long! Nor can I get a callback! 5th disappointment! It's now January 2022 and still no check! 6th disappointment! By this time, not only I have paid well over the lousy $200 that I'm supposed to receive, but was told if I cancel I wouldn't receive my check! 7th disappointment! This company should not be allowed to be in business! I will be reporting this company to the Credit Bureau! My advice to all is to cancel your card that you have monthly payments on and DO NOT USE THIS COMPANY! PERIOD!!!

2 years ago

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Richard Kurrus Clas Parker, CO

Long story short, Service Plus Home Warranty was supposed to mail me a check for $200 with arrival in approximately 8 weeks. Three months later no check and when I called to cancel the my account, “Charlie”, the Customer Service rep at Service Plus said the “the check will be arriving any day”, and to wait so I didn’t cancel. Two weeks later I called to cancel my account and Charlie said that if I cancelled my account, I wouldn’t receive the check that I was supposed to get a month ago. This company is not a scam but is fraudulent when dealing with customers. It is a terrible company!! Richard

2 years ago Edited December 10, 2021

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Coach Barnes Atlanta, GA

This place is so awful, I can see why they had to change the name of the company so many times. It really doesn't matter how often you change your name if you never change your service. 🤦‍♀️ I put in a service order for my dishwasher, and I was sent out a service man who fixed my stoppage problem, but wanted me to give him an extra $100 for him to say my dishwasher is leaking and can't be fixed. This man is in my house-knows where I live and asking me for $100:/. After I declined his offer, he insisted on calling and hassling me for the money. I soon blocked him and called customer service to file a complaint. They told me that he had filed a claim and said my dishwasher was leaking and had to be replaced. I told her that my dishwasher was fine-only I hadn't used it in over 2 weeks. Low and behold it was leaking...This man actually did break my dishwasher! Most likely because I turned down his offer. I called them back and told them my dishwasher was leaking and to please send me someone else to see about my dishwasher, because this technician clearly did something fishy. They denied my claim and offered to send me $100 to replace my GE Stainless steel dishwasher of 1 year. Then it took them 3 months to send me the worthless check. O.k., now...My fridge is leaking now. But to my surprise, leaking refrigerators are not covered under the plan...WTF! After I complained, they decided to send me a virtual technician. YOU MEAN I HAVE TO FIX IT MY SELF WHILE SOMEONE ON THE PHONE AB&C ME! I could've just pulled up a YouTube channel. So I complained about that and threaten to cancel my service. They offered me $200 to help me to get my fridge fixed. But that two took over 3 months, so I didn't make my payment. They called me and asked for the payment, I told them why I hadn't paid, and this woman tells me that the check is ready, however I must make a payment of $64 for my past due bill. No words for how angry I was. You mean to tell me that, even though my claim was filed while my policy was still active, you uphold your word and pay what's owed to me.....I've paid into this company for years and I finally file 2 claims within 12 months and you "F" both of them up. 🤢sickening

2 years ago

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JOE SAVAGE Nolensville, TN

If you sign with this company you need to have your head examined. It is without a doubt the worst service of its kind I have ever known. They are the epitome of incompetence and non existent customer service imaginable. For one thing if you do get through to their service line, which is rarely, they cannot find you in their system, and they begin by advising you that you are 3 months behind in your payments, which is a lie. The one claim I had with them for my dryer was not going to be paid for 8 weeks. How do they expect anyone to go without washing clothes for 8 weeks????? But they could care less as long as they get their payments. Then they put you on hold for 30 minutes because their computers are mal functioning. It's a joke that does not stop playing. So I ended up paying a 60 service fee plus my regular monthly fee for NO SERVICE RENDERED.

2 years ago

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Amit Parmar Hilliard, OH

They did not assign any technician for the leak in my bathroom even after promise of 24-48 hrs turn around. After waiting for 3 days, I called up again today (wasted another hour in hold time). I am just said to wait another 24-48 hrs or get my own technician!! Last time, I got my own technician for visit; he had to wait on hold with this company for more than 30 mins, before he left without getting any response. Eventually, they denied my claim and I had to pay everything out of pocket. Worse kind of service after buying it for 6 yrs in advance... yes, all due to high pressure sales pitch. Waste of money. I was told, I can cancel anytime and still receive pro-rated money back for years I do not use. But, now I am stuck and they do not allow me to get my premium for remaining 5 yrs if I cancel my policy. If you prefer to be scammed out of thousands of dollars in insurance premium and still go through frustration for your claim, this company is where one should go to!

2 years ago

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Greg Dixon Fullerton, CA

I have had one somewhat successful claim with this company (I have had the warranty for over 4 years, when it was Total Home Protection, and had a microwave serviced--the service person told me that they didn't like working with this company as it took so long to be reimbursed by them); that took a few weeks to get done. My other two claims were disasters--the first, for a water softener, never happened--I was assigned a technician who never called; when I called the number SP provided, I was told that I wasn't assigned anyone. After a third claim, SP suggested I find my own technician for later reimbursement. I gave up and purchased a new unit. My second claim seemed more straightforward and promising--my dishwasher stopped working--I called, had a video diagnosis for $60, then received notification that my appliance would be a "buyout"--meaning I was getting $137 to replace (myself) my $700 dishwasher. So how is this a warranty plan?

2 years ago

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Sheryl Hightower Clio, MI

Do not use this company for anything I've been paying for over 5 years at a plumbing claim never received a service person out my husband had to fix the plumbing August 28th I had air condition claim and a service manager has not been out yet I had to get my own service person to fix the air condition now I'm asking for reimbursement they don't want to reimburse me they want the person that fix the air condition to call them it takes you over 45 minutes to get someone on the phone company is not good for anything servicing your products answering the phones uploading information on their site I do not recommend them

2 years ago

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Rod Price Dallas, TX

WARNING! Please Read!! The only five star rating you will ever give Total Home protection known as service plus is a five star rating on the sorriest customer service that you will ever receive!They are not open 24 seven and they will refuse to pay on any claim you turn into them including items that are covered like the blower wheel and blower motor that moves the air in your furnace and air-conditioning system which is plainly stated as a covered item in their own policy but they will not pay for it! Total Home protection is a total waste of money and they need to be shut down by the attorney generals of each state that they are conducting business in as Total Home protection service plus home warranty company! I want anybody that will read this review to understand that they will put you on hold for hours at a time , promise to call you back and won't, and take your money every month or in a big lump sum and never have any intentions of paying for any valid claims whatsoever ! if you want to waste your money please light it with a match instead of giving it to this company because that is what you will be doing!! Service plus needs to be put out of business immediately!! Do yourself the biggest favor of all before doing business with this company! talk to service repair facilities, technicians, contractors in your area about service plus Total Home protection and you will understand that none of them want to work for them whatsoever because they either cannot get their money from them or every customer they go to , to repair a problem then Total Home Protection refuses to pay either way!!Do not believe any of thier five star ratings that you see on any website !! I can guarantee you that just one experience with this company and you will believe what I have written in my review!! Be ready to be totally ripped off by Service Plus if you do business with them!!! Rod , Texas,

2 years ago Edited September 14, 2021

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beverly romeo Rockford, IL

My air conditioning went out I have a son with cystic fibrosis he needs the air on so he can breathe easier I called on Thursday 19th of August it is now the 23rd of August I thought it was a 24/7 I was informed today that they don't do business on weekends it advertises every day of the year we have suffered in this heat and if I have to hospitalize him I'm going to be very pissed it's a costly expense I paid 3 years in advance and when you are put on hold for over an hour and hung up on when they click over and you call back and they say you're one person you have one minute waiting and you wait way longer than a minute I hung up let them call me back it was over half hour before they got back to me and I'm waiting for the email still as of right now I would give them a zero I want my money back I had Universal and I had no problem with them and I decided to change over to this company I'm beginning to think that was a big mistake I hope somebody contact me soon we can't do this heat any longer 5 days is long enough

2 years ago

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LaGrace Roberts Chester, VA

Total Home Protection has been the worst. EVERYTIME I call with issues with my HVAC unit they ALWAYS try to find a reason to DENY the claim. This particular claim has been sitting for almost 3 weeks and now THP can't assist me with my claim. The customer service agents tried to be polite and helpful. The claims (Brittany N) and resolutions manager (Julia F) were very rude and unreasonable. When talking to Brittany in the middle of our conversation she cut me off and put me on hold to talk to Julia which was another nightmare. THP religiously takes your money for a plan and try to find EVERY reason to deny the claim. PLEASE, PLEASE, PLEASE, PLEASE DO NOT USE THIS COMPANY THEY ARE A RIP OFF. Again, when you need something fixed, they will not ASSIST, they come up with lame reasons to not step up to the job.

2 years ago

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val oliveira Fort Lauderdale, FL

AC stopped cooling. It's having an electrical problem I am trying to fix with THP for about 3 years now!! It has been stopping often, which it is extremely stressful and frustrating. THP has not been helpful, nor efficient on fixing or solving the situation. I asked for a manager to talk to me, but they never did, not a call back. So disrespectful. HORRIBLE customer service. They take days to sign someone to service your claim. Do not care to check if the claims are being assigned to a service in need. They NEVER pick up the phone. UNEXISTING customer service here but I BET they are quick to take your MONEY at any second! ZERO stars!!!!!!!!!!

2 years ago

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sja Alpharetta, GA

If I can give this company a zero I would. I subscribed to THP and waited my 30 days before putting a claim for AC service. I received the email with the claim assignment along with the contractors information. They were expected to arrive on a Monday between 9a-12p. At around 11:45 I decided to give the contractor a call because I had no communication with them which I thought was weird. I spoke with Tomas, the contractor, and he stated that he hadn't received my claim because THP portal is down. As a result, contractors aren't being notified of claims. I forwarded him my email from THP and he said he would still come and service me...NOTHING. He never showed up. In the meantime, I called THP and was on hold for over and hour even after the VoIP stated I was number 1 in line and wait time was one minute. I disconnected the call. I called the following morning and was on hold for 45 minutes. The rep apologized for the mix up and reassigned my claim. I realized the claim was assigned to the same contractor for the following day between 8-10a. This time the contractor initiated a call and confirmed he would be there between those hours. I felt just a bit more confident that I'd be serviced. On the day of service, I heard nothing and called him at around 9:50a. Tomas mentioned that THP hasn't paid him and informed me to do my research with the company. Again, unprofessional...Why didn't he tell me this the day before instead of waiting for me to call HIM instead of the other way around? I'm very disappointed in this company and their contractors!! As I'm typing this, I'm on hold waiting to speak with someone at THP (now 29 mins). I'm canceling my service and requesting a refund. This was to service my AC unit which isn't working upstairs. I have kids and very hot as it is summertime. Completely unprofessional on both ends.

2 years ago

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Not Total Home Protection Missouri City, TX

Total Home Protections is the worst! Sometimes the technicians show up as scheduled sometimes they don't. I have had two separate technician visits that initially seemed to go well. The problem was that after they left I never heard from them again. Yes, you are given the Techs contact info, but they have no answers as to what is going on. I called Total Home Protection for a status. I was transferred, put on a long hold and finally told my claim was denied. Total Home Protection said, they would send me $200 for the two appliances they chose not to repair. That was in December 2020, its now June 2021. I'm still waiting for those checks. I stopped paying them in April 2021 because this service is an expensive joke. I called to cancel in January/February but was told the check wouldn't be issued if I canceled. Lies! I called in April 2021 to ask about the payments they were supposed to send they told me I wouldn't receive the checks from December 2020 because my account was passed due. LOL! Again, I stopped paying them in April 2021. So I didn't pay them in April 2021 and let the account go. Funny thing (not really funny) they billed my account in June 2021. I'm so annoyed with this company that is why I am leaving this review. As I type this I am on hold for the second time. They hung up on me after 10 minutes on hold the first time. I want my money refunded for June! Don't sign up with them.

2 years ago

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Tianna Sjosten Los Banos, CA

BEWARE. Whoever these people writing reviews are, they must work for Total Home Protection. This is a SCAM company. They will work as hard as they can to never pay a claim. If I could give them a zero star I would. Our AC breaks every year, and every year they tell us they cant find any techs in our area. This is because no company wants to work with them because they never get paid!! So when I call a company on my own (and I have no problem finding one) and pay out of my own pocket, they fight tooth and nail to reimburse. DO NOT USE THIS HOME INSURANCE COMPANY. I never write reviews, but if I can save even one person from this terrible company and save them some money, then it will be worth it!!!

2 years ago

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Maureen Bruno Cassville, NJ

Total Home Protection Dec 16th for 5 years plus one year for $2,250 plus service call of $45. We just moved in and needed service on New Year Eve on our HVAC system that was not heating a house in NJ in the WINTER. I placed an online ticket. I placed two more tickets and finally a vendor scheduled with me. They came out, took the $45 immediately and looked at the system. After 15 minutes, told me his time was up and that it is now being billed by his company by the hour. He could not determine what was wrong and left. WHAT??? I contacted the Total Home Protection, (THP), which is worse than standing in line with no appointment at DMV, and they called the vendor while I was on hold, the vendor did not want to do business with THP and that is when I asked for a full refund and called a reputable HVAC vendor who fixed the issue for a tune of $413. I explained to Keith from THP that the HVAC system they had come to the house to repair the vendor told me after 15 minutes of service and they cannot diagnose the issue it now is on my dime to pay for him to continue, Keith said that is not correct. The manager Keith from THP called and begged me to give them another shot and promised me he would reimburse me the $413. After 20 minutes of him begging, I said that I would. He also said that he would waive the $45 service call on the next visit. Worse mistake I made. Before hanging up he said if you have any issues going forward please call him. A week later had an electrical issue, again put in a ticket and 4 days later the Electrical vendor called and said, so and so will be there in the afternoon on that day. Whoa I said, I did not know anyone was coming. THP never said they scheduled already with you, we rescheduled for the following day. A young man arrived from the company. Not an Electrician. I told him everything that was going on, walked him around to everything and that is when he said, ok, I have to wait for the electrician Ivan/Igor to arrive. I said you are not the Electrician. I think he should have waited and they both come in at the same time. Or told me he was not the Electrician. The first young man, after testing the outlets said that the GFI's might all need replacing. The Electrician said too many GFI on one-line trips it. He also said the toaster and the coffee pot cannot be plugged in at the same time. Really?? I asked him if he was ready to see the other issues and said, this was the only thing he was scheduled for. The young man called the called his company and he was wrong they were schedule for it all. He determined 3 of the 4 issues were fine. Since they could be replicated. The GFI's are still tripping in the 4 areas. I called to speak to Keithagain, since he told me if I have any problems to speak to him directly and he of course could not be reached. Tommy who is equal to Keith answered. I insisted that I wanted to speak to Keith as he knew all the background. Bottom line I wanted to cancel. Tommy after me explaining everything to him at the end said Keith will want to speak with me. Great I said, I will not change my mind. Keith called and cancelled my account, I asked him about the $413 from January and he said that the refund of the warranty would cover it and it would be a wash. Well, NO it did not cover the $413 HVAC charge and it was not returned in full. It would have been, if they said what they said was true, and honored the CONTRACT we entered into together. In my opinion, run away from TOTAL HOME PROTECTION. Do not commit to anything with them. Not sure if they use vendors that cannot make its own their own or just poor preforming vendors, but they are not honorable and are very dishonest company. Extremely disappointed end user. Not worth the hassle, money, or time to be lied too.

2 years ago

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Andre K Hernandez Kissimmee, FL

Awful experience, first I had a claim for my A/C 35 days after I had bough my warranty. A/c was not covered and insinuated I was a thief by pretending that the a/c has just broke. Then bathroom air vent went out the guy came a week later collect the fee and left. Three weeks later and few phone calls the guy showed up with the wrong vent, go to the store destroyed the ceiling trying to fit the fan and finally I asked him if he can't fix it is fine we can call another guy. A week later I received a call the extra repair is not covered and I need to pay for it so they can install the fan. Total madness. As a REALTOR I will not recommend this company to anyone.

3 years ago

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FRANK ANGULO Montgomery, AL

I PURCHASE THIS PROTECTION SERVICE AT THE END OF THE CONTRACT I HAD BEFORE ABOUT 2MONTHS AGO. OUR DRYER IS DOWN AND I CALLED IN FOR SERVICE, THEY STATED T WOULD TAKE 24 HRS TO 48 HRS FOR A TECH. i CALLED AFTER 50 HRS AND THE PERSON TOLD ME I HAD TO WAIT LONGER. I THEN CALLED THE NEXT DAY AND THEY ASSIGNED A NEW CONTRACTOR, ITS BEEN ANOTHER 50 HRS AND I HAVE NOT EVEN RECEIVED A CONTRACTORS PHONE NUMBER. I CALLED THEM AGAIN AND THEY TOLD ME TO LOOK FOR MY OWN CONTRACTOR!!!!!!! I ASKED FOR FOR A REFUND OF THE ALMOST $800 i PAID FOR THE SERVICE AND THEY STATED THEY WOULD CALL ME BACK. NOW IM STILL WAITING WITH A BUNCH OF WET LAUNDRY, WTF!!!! DONT BOTHER WITH THESE GUYS. THEIR REPS ARE RUDE AS f..... TOO!!!!!!!!!!

3 years ago

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tiffany foo Woodstock, GA

I have been with this company in total home for over a year and I have two properties with them and when I first put in a claim up on my AC they don't want to cover it and the person they sent said that they never cover anything and he wanted to charge me an extra $500 I got a second opinion and they were able to fix it for $200 I told the customer service and they said they can send me a 200 check. and still haven't received the check. Then I told them about my other property at the garage doesn't work and the manager tried to help me and Its been over 12 days and no one is came out they made another excuse that is not covered so Don't Ever buy them!

3 years ago

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Arica Bores Denver, CO

Do not buy this home warranty. My washing machine broke I called the warranty and after 4 days they advise they still could not find someone the work on a Maytag washer. They advise me I could find someone myself which I did and they told me all I needed to do was have the service man call their Authorization department. Once authorized they would refund me the full service call minus my co-pay. I followed through with these directions we got authorization to fix the washer the bill came to $306. I filed my claim and they will only reimburse a $150. They said the service call cost more than what they're willing to pay yet their warranty program says they will fix everything for full cost minus your co-pay. They Do not have a full network of contractors as advertised and they provide you with false information and refused to pay your claims.

3 years ago

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AC Atlanta, GA

Awful - run, do not buy. I bought Total Home Protection for my pool, spa, house and everything - the most expensive service. However, they did not fix one item. Every time I had a service call they said that they did not cover it because it had rust, corrosion, sun damage, etc.. When you have old systems, you buy insurance protection. However, the insurance protection is supposed to cover you. I just had the AC man here and he recommended a new unit. They said they do not cover it because it had corrosion... what system does not when it is old. They said they will not replace it even though the plan says that they will replace the AC if the service person can not fix it - I have had the same experience with all equipment - the pool, AC, spa, etc. systems, etc. are outside of course - the systems will get sun and weather damage... They did not even offer Freon for the AC to help cool for a couple of days , which my AC system had 0 because it leaked... hence now I have a hot house and burning hole in my pocket to purchase a new AC. I have many stories,,, run if you think they will cover pipes or anything that is expensive... keep your money and pay direct to a local business.

3 years ago

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Mary Beth Farrelly North Port, FL

I have been a Realtor for 38 years and have extensive experience with home warranty companies both personally and professionally. Total Home is the worst company I have ever dealt with. They advertise if they can't fix it they will replace it. Our master board shorted out on our microwave. We followed instructions, the tech came out and said the board needed to be replaced. We waited while the board was ordered. After 10 days the tech came back out and put the new one in. The new board shorted out the same night. The tech said it can't be fixed must be replaced. After days of waiting for info I call Total Home and they said it was the techs fault. We called the tech he said it was Total Homes fault and he wasn't getting paid. I have called Total home numerous times and they keep saying they are working on it. finally I got a manager after 2 weeks and he said they would send us a check for $100. I questioned that and was told our micro was 12 yrs. old and they prorate it. That doesn't sound like repair or replace. It has now been 8 weeks since we went out and bought a new micro and have still not seen the $100 check. I would never do business or recommend them to anyone.

3 years ago

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Reply from ServicePlus Home Warranty

Thank you for contacting us with the above referenced review. We at Total Home Protection treat each review with the utmost respect and use this feedback to better serve our valued customers. This consumer has been contacted by the Mediation Department and a formal review is in process. We are committed to providing a positive customer experience and doing the right thing for all our customers, contractors, employees, and our company. If the consumer would like to speak to someone in regards to these issues, they can contact us at 1-800-545-0402.

Aug. 10th, 2020

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Barbara Robinia Dadeville, AL

I had a claim about a year ago that took forever to even get a tech to call. The tech that finally came out did not have much good to say about the company. They also find all kinds of excuses not to pay....like dust on an air conditioning unit. I wasn't aware that air conditioner units were ever placed in a vacuum. I called July 8 for dishwasher service. As of today, July 14, no tech has been assigned. They use covid as an excuse but I called several service companies in the area and they are able to come out this week so covid is not gonna fly here folks. I am hoping that I can write a good review for them if they can get a service tech out here sooner than later. They also put you on hold for extremely long wait periods. Not cool if you are trying to improve your reputation.

3 years ago

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Reply from ServicePlus Home Warranty

Thank you for contacting us with the above referenced review. We at Total Home Protection treat each review with the utmost respect and use this feedback to better serve our valued customers. Every policy has inclusions and exclusions and, unfortunately, this issue was not covered per the contract. In an effort to still assist the consumer with the excluded Air Conditioning claim, $350.00 was offered to the consumer which was accepted and mailed. In regards to the Dishwasher claim, the consumer chose to go through reimbursement and was reimbursed for their claim. The check is processing and should be mailing in 5-7 business days. All claims have been properly serviced in accordance with the Service Agreement. We at Total Home Protection have an unwavering commitment to uphold our founding ideals to provide industry-leading home warranty products and exceptional services to the customers we're privileged to serve. If you have any further questions, please contact us at 1-800-545-0402.

Aug. 10th, 2020

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Margo Williams Schertz, TX

My air conditioner stopped cooling and was icing up. I paid the money for the ac repair company to check the unit out, the said that there was a leak in the system somewhere. THP wouldn’t cover the cost to find where the leak was coming from so I had to pay $240 to the ac company. The AC company sent the pictures and the report to THP, They denied the claim saying that there was rust on the coils and they don’t cover corrosion. They even lied saying that they were told the leak was caused by the rust which was a lie. So after a week of going back and forth with THP I still don’t have air conditioning in my house. They are just scammers, I hate I wasted my money on them.

3 years ago

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Reply from ServicePlus Home Warranty

Thank you for contacting us with the above referenced review. We at Total Home Protection treat each review with the utmost respect and use this feedback to better serve our valued customers. Every policy has inclusions and exclusions and, unfortunately, this issue was not covered per the contract. In an effort to still assist the consumer, they were advised they could obtain a second opinion diagnosis. They were also provided the contact information of the Mediation department who is currently working to complete their review. The Mediation department will review the claim from start to finish to determine if the claim was determined incorrectly. All claims have been properly serviced in accordance with the Service Agreement. We at Total Home Protection have an unwavering commitment to uphold our founding ideals to provide industry-leading home warranty products and exceptional services to the customers we're privileged to serve. If you have any further questions, please contact us at 1-800-545-0402.

Jun. 22nd, 2020