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ServicePlus Home Warranty

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335 User Reviews

5.1

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Jered Fowler Palm Bay, FL

Liars and scam artists, as of 4/1/20 i am placing a 8 ft flag on my truck that reads "DONT TRUST TOTAL HOME PROTECTION" i live in FLORIDA and drive alot i am dedicated in this matter warning hard working Americans to stay away from them bad corporation all the way around my refrigerator went out they voided it out my ac unit went out they voided it out did not fix or replace both were normal wear and tear . there is no protecting total home protection from me, once again me and my 8 ft flag will stop people from going to them watch the power of a hard working American put in some work i will not sit idly by why they take advantage of average Americans i am the wrong one game on THP lets see what you got already ordered my flag its gonna be the greatest one man vs big company fight i am not going to take my giant flag off my truck "GAME ON"

1 year 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. Total Home Protection has addressed this consumer's complaint on multiple platforms. Despite the consumer's issue being a clear exclusion of the policy, Total Home Protection offered a good-will check to assist the consumer. Total Home Protection holds no financial liability to the un-covered claim but did so in an attempt to provide quality customer service. The consumer decided to terminate their contract with Total Home Protection before the check was processed and this check was voided as costs incurred. 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. I would be happy to answer any questions or assist in any way possible. Thank you, Amanda Brady Consumer Advocate Specialist Total Home Protection

Apr. 7th, 2020

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Sami R Lorton, VA

Worst Experience I have ever had with any business. - Submitted a service ticket for a Water Heater on January 30th 2020, it is March 9th and I am still waiting for them to make a decision. The Water Heater has not been fixed yet!! - The Technician assigned to the service, completed the diagnoses and per Total Home Protection, the report stated LEAKED TANK. Leak tanks are not cover in the warranty. - I am not sure how is the tank leaking if I don't see any sign of water inside, outside, under or around the water heater (??) After talking to THP claim managers for hours, they told me to hire a technician for second opinion. So I hired a tech, who thoroughly checked the water heater and verified that the water tank has NO leaks. The problem is with the GAS CONTROL VALVE. The estimated cost for the repair that the Tech provided was $920 so he recommended replacement, which costs almost the same. I shared the diagnostics with THP, they asked me the Tech should call them, the tech called and provided all the details. After 1 1/2 month THP offered me $350 and told me that since I hired a Technician and did not accept their tech's diagnostics they can only provide me the amount for the repair "But won't send our Tech to repair it, you need to hire your own tech" . I told them that the tech I hired clearly mentioned that it costs over $900 to repair the water heater. And by the way if it can be repaired for $350 then why aren't you (THP) sending your assigned technician. - I have talked to over 6 reps from THP's various departments, but none of them has even apologized for the incorrect diagnostics their assigned Technician provided which truly caused trouble, but instead they seem to be unhappy because I did not accept the wrong diagnosis (Leak Tank). It has been over 2 months in the middle of winter and I still don't have warm water at home. Should I recommend THP to others? OF COURSE NOT!

1 year ago

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Reply from ServicePlus Home Warranty

Thank you for contacting us with the above review. We at Total Home Protection treat each review with respect and use this feedback to better serve our valued customers. Unfortunately, with the information provided, we were not able to locate your account/policy. This review may be intended for Total Protect and not Total Home Protection. We have reached out to the consumer to locate the account information and assist them with these issues. In order to assure your issue gets resolved, please reach out to us to provide further information so that we can locate your policy. 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.

Mar. 11th, 2020

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steve raway Flat Rock, NC

Water heater went out Dec 27th, put in a claim the first guy says he is to busy. The new service tech said he would put in a tune up kit, ( Not Approved ). Came back several days later put in new elements. Had hot water for 2 day. Now it's the 12th of Jan. The repair company says there is nothing wrong, still no hot water.After screwing around with this crappy service and worse company I hired my own tech. The last tech that put in the elements turned the power on without filling the tank with water. Believe it or not, burned up the elements. Kevin from THP says we'll send you a claim form.Why waste the time they don't pay. I questioned the reviews that state they never received payment, he said all of that is taken care of. Liar Liar. Never again. What a scam.

1 year 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. The consumer placed a claim for a water heater on 12/30/2019. A vendor was assigned within 24 hours. The vendor identified the problem and the repair approved by Total Home Protection. As the unit continued to be non-functional, we recalled the vendor and they installed new heating elements. The consumer notified Total Home Protection that the unit was still not adequately heating water and, in order to provide timely and appropriate service, we offered the consumer to go through reimbursement. Reimbursement is where the consumer would contact a local vendor to diagnose the failure. The vendor must contact Total Home Protection prior to any repairs being done, to advise of failure, parts & pricing. Once approved, Total Home Protection would send a reimbursement check upon receipt of the paid invoice. Please see policy section below: III. REQUESTING SERVICE – CALL (800) 545-0402 E. In the event we authorize or request you to contact an independent service contractor to perform a covered service, we will provide reimbursement for an authorized amount of the cost you incur for the repair or replacement services. Acceptable proof of the repair and your actual itemized costs must be provided to and approved by us before any reimbursement will be paid. We are not responsible for expenses you incur without our express consent. We will not reimburse you for any costs associated with unauthorized repairs or work performed by unauthorized contractors. The consumer decided to pursue reimbursement on 1/30/2020 and, at time of this response, we are awaiting an updated diagnosis to review the claim status. The vendor must contact Total Home Protection prior to any repairs being done, to advise of failure, parts & pricing. Once approved, Total Home Protection would send a reimbursement check upon receipt of the paid invoice. If you have any questions, updates, or concerns regarding this claim or the reimbursement process, please contact us at 1-800-545-0402. 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.

Mar. 4th, 2020

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troy adams , MO

Bought a 1 year plan for 390.00 .. Ive been in customer service along time.. This company is 1 of the worse.. Water heater went out , sent somone out to relight my pilot at 800 at night .(I could of done that my self) Service person said he would send in work order to replace tomorrow.. After calling rung 1 time then busy signal on phone.. Reached out to a different number for the company rang 6 times Hello!! Ha ha fool this is a voice recording.. Reallll professional.. So now thp says they have exusted there search for a plumber lmao.. I live in a city 200000 plus !! So they say if I pay they will reimburse me.. WTF!! REALLY.. SAVE YOUR MONEY THEY ARE FRAUDS!!Dont get caught holding the bag is one of there sayings ..LMAO

1 year 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. The consumer placed a claim for a water heater on 12/26/2019. Per the policy, a vendor was dispatched within 24hrs and a service call fee was paid by the consumer. This vendor then became unresponsive and, in order to provide timely and appropriate service, we offered the consumer go through reimbursement. Reimbursement is where the consumer would contact a local vendor to diagnose the failure. The vendor must contact Total Home Protection prior to any repairs being done, to advise of failure, parts & pricing. Once approved, Total Home Protection would send a reimbursement check upon receipt of the paid invoice. Please see policy section below: III. REQUESTING SERVICE – CALL (800) 545-0402 E. In the event we authorize or request you to contact an independent service contractor to perform a covered service, we will provide reimbursement for an authorized amount of the cost you incur for the repair or replacement services. Acceptable proof of the repair and your actual itemized costs must be provided to and approved by us before any reimbursement will be paid. We are not responsible for expenses you incur without our express consent. We will not reimburse you for any costs associated with unauthorized repairs or work performed by unauthorized contractors. The consumer declined to pursue reimbursement. In an effort to assist the consumer, we offered good will to cover the initial service call fee. The consumer accepted. All claims have been properly serviced in accordance with the Service Agreement. 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.

Mar. 4th, 2020

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Dorothy Randolph, MA

My policy is for 7 years paid $1750.00 I put in claim for clothes washer making noise in spin circle. I waited for over a week to get a contractor who came all the way from CT. The reason I was offered was no contractor has accepted the job. The contractor decided my washer will cost $900 to repair . THP decide that they will give me $200 instead of doing the repairs. At that time I decided to cancel my policy hoping to get money back since I had only used less than 3 yrs from 7 years contract. Supervisor Shaun told me that if I’m not getting any money back as the rate will be prorated to 52$ a month estimating exactly what I paid for 7 years. I have lost over 1700$ buying the policy and have to pay 900 to repair the washing machine. Please please stay away! This company is a scam!!!! How come they offer everyone $200? All the reviews I have read they offered $200.

1 year ago

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J Guttentag Mesa, AZ

Total Home Protection keeps jerking my family around. During my cancer treatments and recovery, we chose Total Home Protection for a Home Warranty, since I was unable to move around easily. The Sales guy lied about everything. Just to get a sale!! Tried to smooth talk me i to 3 years of this abuse. First visit was for our shower that was backing up. The guy came and snaked drain, and said sorry its the spud, you need that replaced. It cost us over $200.00 for a 15.00 spud replacement that took 10 minutes for some other company to do. Recently, microwave that is 4 years old has 3 micro switches that need replaced. Kevin Draper said he'll send us a buy out of 100.00 and they will not fix or replace. They made me wait all morning on a Saturday for someone that never showed up for appointment the first time. I waited and missed a game with a family member. Recivering from cancer is hard enough, but dealing with this bogus Home Warranty Company has made this 100 times worse, and right before the holidays...Don't use this company.

1 year ago

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Mary Ann Weatherford, TX

Shame on me for not reading these reviews prior to swtiching to THP. This is the worst experience ever, we have had this policy since 12/2018, filed 3 claims, (plumbing, air conditioning & heating) all 3 denied. Air conditioning unit went out in Aug. Pd 45 for contractor visit. Claimed denied due to rust. I spent $1900. To get new coils. THP sent me an email stating they had an update for me on my claim. Called several times, left several messages for act mgr to call me back. Her vm clearly stated that it could take 24/48 hrs. For my call to be returned. I was not happy and she offered $200. She was going to offer me $200. after I had already pd $1900. This was Aug. 2019 and as of Nov. 2019 I still do not have my money. In Nov. 2019 Heating not working properly. Called THP to file a claim for heating unit. It was denied because the failure was not due to normal wear & tear. Asked to speak with their manager, were told they were the manager, ask to speak with someone else in authority was told "that's not gonna happen". Now I am paying $5500. For a complete new hvac system. So I asked about my $200. Previously promised oh they see its never been sent. I know I will never see this money. The customer service is horrible, there reps are rude. Purchasing a home warranty with this company is a waste of money and you will just be paying to be frustrated, denied and lied to. I should have read reviews on this company before I went with them.

1 year ago

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Kurt Schoen Port Saint Lucie, FL

The absolute worst Home Warranty company!! They are scam artists. We purchased a 20 year old home in Florida & the sellers gave us a 1 year plan with American Home Shield. Our water heater ruptured & at least American Home Shield replaced the hot water heater with a new one. We were very pleased. But when it came time to renew, AHS raised their annual premium, so we decided to shop around. We selected Total Home Protection & boy, what a mistake that was!! We submitted claim #1 on our over the stove microwave that went out. We had to wait 48 hours to get a service contractor. The contractor that THP sent us to, refused to come out, saying they didn't have a service agreement with THP. Red flags right there! THP probably don't pay their contractors in a timely fashion, so they no longer want to do busines with THP. So, THP said they'd send me $100 to settle the claim. We had to go out & buy a brand new microwave! We received our $100 check from THP about 8 weeks later! Claim # 2. Our A/C went out in the middle of August. Extremely hot without A/C in Florida. We had to wait 48 hours again, but THP's A/C contractor did come out & we paid them $60. They found that the fan motor (blower) on our 12 year old unit had stopped working. THP denied the claim, saying it was lack of maintenance!! What?? We have documentation of the A/C unit being serviced every year, from the previous owners & including us. THP says they'll send us a check for $200. So once again, we had to pay to have a new fan motor installed at our cost, which was just over $400. That was in August & we still haven't received our check & it's Nov 7th today! Every time I call customer service to get a status update, all I get is a run around & yesterday when I was waiting for a supervisor, the hung up on me!! To add insult to injury, I get texts from THP 3 to 4 times a week to renew! The text replies to STOP have no affect. They keep right on coming! I'm posting this to help anyone who is considering paying $375 or more to these scam artist. Proceed at your own risk!! You have been warned...

1 year ago

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Janice Milton, FL

I attempted to file a claim 4 different times and was denied ever time. The first was my ac in a duplex me and my daughter share I'm a disabled veteran so I got this to help since I'm a disabled veteran on a fixed income but here's my experience with them. I called them because the ac on her side was clogged up and so it was draining inside the house. I got a customer service that was up front he said we don't cover that so I ended up paying over $300 to get the line unclogged. Now the next 2 time my daughter called in on my behalf on applications that were put in the side she's in just before we got the place in 2017. The ice maker on the fridge quit they said we don't cover that. Then the over quit about a week later. The stove was beeping so she unplugged it and left it for overnight then when she plugged it back in it was working again but we never did hear anything about the work order for the stove. Then a week ago the ac in the other side stopped cooling. I knew it was a leak but had no idea where. I again called them. They set up a work order. I had to call to find out who was set to handle it and then call to get an appointment. The tec went out checked and found out it was low of freon which I already suspected. They told him that they needed a leak test but that they didn't cove that .I had to cover this $200 then they would decide if they would even fix it or not. Well it ended up being the condincer rusted through which the tech said is a normal thing. And because it was rust they used that as a way to deny the claim but here's the problem. They don't make that part anymore so the entire system has to be replaced and they claim if they can't fix an appliance that they will replace it .But the problem is that they won't do anything they won't fix anything and if they won't fix it I don't know what made me think that they would actually do the right thing and replace it. I only took this because I'm a disabled veteran on a fixed income and knew I couldn't afford to pay an arm and a leg for repairs. But they screwed me.

1 year ago

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Ron Canonsburg, PA

Hands down the worst home warranty company, total scam, I had three claims & all three times the technician that was dispatched stated that they would not service me because they have never been paid for past calls from Total Home Protection, they would deal with me directly but not through the warranty, this was the case with two others in my office. Customer service is very unprofessional, sounds like a boiler room! I own a real estate company & refer warranties daily we wanted to try a cheaper alternative, you truly get what you pay for! I would not recommend Total Home Protection to a client if it were free!

1 year ago

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Dora poopkin Mays Landing, NJ

I do not recommend Total home Protection. In March I bought their insurance. My heater broke this Sunday. So I called and filed a claim. Was told by rep that within 24-48 hours they will send a technician. It did not happen. I called again on Monday and was told to wait again because “ all technicians are busy” I called again on Tuesday and was told that my claim was assigns to a different technician and I will be contacted today. NO ONE CALLED ME BACK. It has been 3 days now without a working heater and no technician has come to check the heater or contacted me despite calling company every day and asking to help. Temperatures at night drops to low 50. I had to finally google closest random HVAC technician myself and in 1 hour later heater was fixed. Total home protection provides no protection. I do not recommend this company.

2 years ago

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Anna Leon Spring Hill, FL

Been a customer for 3 months before my a/c stop working .gave them a call they did send a tech which i did paid the fee of 60 dollars . the tech did write up the slip detailing the problems. he send them the work order and gave me the copy, stating i needed a new a/c . the person i spoke to was very rude not much help at all . deny the claim for the dumbest thing. said i had too much freon, then it had too little freon then it had a leak. i ask to speak to a supervisor just to be told that i couldn't go no higher then to the person i spoke to. spend a good 2 and a half hour on the phone being transfer and put on hold. this company should really be under investigation. I'm filing as my complaint as possible against this company.what a rip off. STAR MINUS.I had to paid for a new a/c

2 years ago

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DONALD Manning Eatonton, GA

The promise was quick selection and dispatch of repair services. On the first need for repair, it took 2 weeks and three identified technicians, who didn't call or scheduled an appointment and didn't show up. Next time Total Home denied coverage for an outdoor HVAC air handler because it showed signs of rust; we appealed and the only response we got was that the person handling our claim had left Total Home. The next claim was for a computer board in a refrigerator, and when they could not provide a technicians, we were told to go to an out of network provide and they would cover. When we submitted the claim, they denied it, saying that the work did not have an authorization number and the technician was required to speak with Total Home before doing the work (a new requirement they had not used before). The last claim was for a baffle between freezer and refrigerator and it was referred to a technician who called and said she didn't want the job. A second technician was assigned and after two weeks, he scheduled a visit, did not show and has been unreachable since. We arranged to have it fixed after talking to four different out of network repair firms in our area, all of whom said they have a company policy of not talking to insurance providers and Total Home refused to cover if the technician would not talk to them. So far, we have paid over $7000 for things the policy says it will cover. There are three possibilities with Total Home Protection: (1) they are running a scam (2) they lie when they say they can cover a certain geographic area (3) they are incompetent At any rate, our advise is to avoid this company.

2 years ago

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lance Palm Springs, CA

Deceptive, misleading, corrupt, sold policy's without a license. Offers their customers money to keep quiet by signing release forms instead of repairs or replacement. I was offered 400.00 dollars if i signed a release form. Sale rep's lied to make a sale. but refuse to listen to their recordings of telephone calls for training purposes. BBB rating F. Do Not buy and if you did I suggest contacting your states insurance commissioner. Please read the reviews from all sites not just the ones they put on their website. Most likely but not sure written by the company. I am Total Home Protection-LESS>

2 years ago

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M Mathews Houston, TX

This company does not deserve any rating. Called on 8-08-19 to report an electrical problem in my kitchen. On 8-10-19 Benjamin (Saint Anthony’s Diagnosis) who is not an electrician looks around without any tools and said the switches are a problem and it is a pre exiting condition and needs approval from Total Home Protection. I gave him $60 check for the trip charge and he then left. He then calls me back to recommend a guy by the name of Daniel to fix the problem. Called customer service no response, I left a message and they never call you back. Never ever experienced such poor service from a home warranty company ever.

2 years ago

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Jason Madison, MS

Customer service has be horrendous. My dryer stopped turning, and it would make a strained, squealing noise when it would turn. I placed a claim, contacted the technician, and waited for him to arrive. I paid him the $60 "service charge", and he told me the dryer would need a new motor. He said, "this is one of the good 'ole dryers, so its better to put in a new motor than get you a cheap new one." No problems there. A few days went by, and I had not heard anything from the technician. After a few more days, I called the technician to see when he would be coming out to replace the motor. He told me the motor was on back order, but he had ordered the part. Only frustration with the technician is, like the rest of them, they are terrible at communicating with you. After a couple more weeks, I made a call to Total Home Protection to get an update and see what other options I may have. The first person I spoke to was fairly understanding of the situation and seemed like he wanted me to get a real solution to the problem. I cannot remember their name, but he transferred me to the resolution department to rectify the issue. This is where I met "Matt". I told him the problem I was experiencing, the motor was on back order, and I was frustrated with the process and decision making of the company. He said he wanted to speak to the technician to verify what I was telling him, and he hung up on me mid-sentence. I was frustrated. When "Matt" called me back, almost two hours later, I calmly listened to him explain to me things I already knew and I had already explained to him. Keep in mind, I placed the claim on the 15th of July. It is now August 20th- still no working dryer. I explained to him I had been paying premiums for one year, approximately $432, to cover any appliance that may fail due to normal usage. Then, I paid an additional $60 to the technician for the service charge. I am now out of pocket approximately $500 (rounding up $8). For that figure, it would have been more cost effective for me to not have purchased the warranty, and simply replace the dryer on my own. I could get a basic, decent model dryer for $450-$550. His solution- "we will give you one month free service." I wouldn't take that offer. In the middle of explaining my frustration with his lack of a resolution, he put me on hold. I waited. After a few seconds, he came back on the phone. "Sir, I spoke to my direct manager, and we can give you $200 towards a new dryer." My options were to continue waiting for the new motor, or they would "give" me $200 to purchase a new one. Now I am mad. I asked to be sent to the person who gave him clearance to give me the $200. He told me that person was in a meeting and could not speak with me. I said, "fine, send me to their voicemail and they can call me back at their earliest convenience." Then he told me, "well, I can't let you talk to them. They don't get involved in this stuff. I am actually the manager here." Naturally, I asked him if he even spoke with anyone else or if he simply placed me on hold and then told me he did. The conversation escalated. He raised his voice, spoke over me while I attempted to voice my frustration, and said he would not tolerate me calling him a liar. I never called him a liar, for the record. He eventually hung up on me because I was "angry and an unhappy person". I called back, got more of the same "lack of resolution", and, finally, told them I would wait for the new motor to come in and would fire them shortly afterwards. Not once during any of my conversations with them did they say they were sorry it was taking so long. Not even a generic, unfelt attempt at empathy or understanding. I told "Matt" I wanted a copy of my call since it was being "recorded for quality assurance and training purposes." Apparently, they do not want you to have those because my request was met with immediate rage that I would even have the audacity to ask for such a thing. Long story short, I have gone five weeks without a dryer. Total (lack of) Home Protection has net approximately $350 from me, and they do not value you as a client. They will be fired soon. I would strongly discourage anyone from purchasing their services. Heaven forbid a major appliance, such as an A/C unit were to go out. Do yourself a favor and pay yourself $35/40 a month and go without the headache of this service. It is not worth it.

2 years ago

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Sheryl Wilmington, NC

My washer broke down, Total Home Protection company sent someone out. They then contacted me and said I should replace the washer because the transmission went on it. They offered me $200 to purchase a new washer!! I said are you kidding me? To repair would have been $600. I checked around and I can't touch a new very BASIC washing machine under $400. When I asked them how they came to $200 for my offer, they told me that THEY could get a new one for that price IF they were to purchase one. I said "well can you get me that one?" They said well, no that's just what we COULD get one for IF we were to get one. Well I can't get one for that price and if they WON'T get one for that price, what good is that? And if they don't get them for that price, how is that a real number? I don't understand. So, that was July 4th, it's now Aug 20th and I STILL DON'T HAVE MY $200 YET!!!! This is the worst place to deal with. I have sent multiple emails, left messages with the "Account Manager" and I get nothing back. PLEASE DO NOT USE THIS COMPANY, YOU WLL NOT BE HAPPY!!!!! I went online and see my account claim is closed. Now I have to call AGAIN. This is crazy and not acceptable.

2 years ago

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Tiffany Abram Fort Worth, TX

Total Home Protection's home warranty is a waste of hard earned money and hope in a company to cover appliances. They did not cover my hot water heater and only slightly timely in their response. The biggest problem is that my A/C went out when Dallas-Fort Worth was in the midst of a 100+ day streak but they would not only not cover it but not return my phone calls and pleas for answers. I have children and pets and it's too hot to leave us this way. Before they would not return my calls, they reported to me that the service company had reported something different than what they told me. This was just the opposite. The service company reported exactly what they told me (items THP had previously told me were covered when I initially called to start a claim) but THP claimed something else that is not covered. Also there is no way the drip pan could fill and overflow onto the board that is located several inches above the drip pan. I sent pictures of the paperwork and was told it would be another 1-2 days before I got a reply. I never received a call at all. I ended up going with a different company and had to pay $8000 for a new system. I have no positive experiences with THP and do not recommend using them.

2 years ago

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JS Granite Bay, CA

STOP DO NOT USE THIS COMPANY! This is the absolute worst company I have ever dealt with for home warranty work! It took over a month to have a repair done on my stove and the substandard contractor they sent out had no idea what he was doing and we had to get a separate contractor to finally take care of the problem after $600 of been spent! A pool pump Needed repair and they would only replace it with a new pump costing over $1500 while only paying $600. I got a separate contractor and a professional to come out who said the motor just needed a rebuild for less than $200 and it would perform fine. The company refused to pay and I paid $200 it’s been working fine ever since! My final straw was an air conditioning unit that had problems. They refuse to pay saying the unit was dirty, when it had been serviced less than six months ago, and even the repair person said they routinely deny every claim he has work done for them. He said this was the last job he would ever do because they were always trying to get out of a clean anyway they could and his experience has been that The customers were extremely unhappy. He said they were terrible to deal with and I couldn’t agree more! Use these people when you want to have something done in the worst way they are terrible and if you try to cancel the contract they will deduct any work that they have already done from the premium that you paid and do everything they can not to refund any money. They are no longer doing business in California and if you check the Better Business Bureau reports you will find nothing but complaints against them!!!

2 years ago

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Pissed Mom Pasadena, MD

If I could rate them a negative 100 I would! Horrible customer service! I recorded all calls with them so far. Each person has told me a different story! One guy in sales wouldn’t let me get a word in. Finally I told him he has horrible customer service and he said,” I’m sales not customer service and I need to keep the line open to make sales!” I’ve been hung up on 3 times! I made a claim the beginning of July ‘19. The tech came out. Had to pay $120 ($60 for each claim). Air unit.. dishwasher & washing machine. I was told on July 17th that the air unit wouldn’t be covered due to it having rust. Paid the guy $275 for a leak test.. then he was going to charge me $250 to seal the leaks.. He didn’t show the day he was supposed to.. then we canceled with him and almost bought a whole new unit.. come to find out it was just a filter! They are now telling me that the tech never gave diagnostics for washing machine or dishwasher.. but obviously he did or it wouldn’t have been under review on the 17th.. now They are saying they have to send another tech out to look at them. I told him I couldn’t take work off this week and they still scheduled someone without even telling me. I got a phone call from the guy and when I told him that we did not need to pay the $60 he said that he needed to have that that’s how he gets paid. They are saying they have to send another tech out to look at them. I told them I couldn’t take work off this week and they still scheduled someone without even telling me. I got a phone call from the guy and when I told him that we did not need to pay the $60 he said that he needed to have that that’s how he gets paid. He ended up telling them to go screw themselves and that he would no longer have his company deal with their company. So now I have told them that if this doesn’t get resolved soon I am going to get a lawyer involved because this is just ridiculous all they are is SCAM ARTISTS! Ruined my whole day today and past 3 days. But I’m not giving up! I’m so glad our plan is up because I will be going with a different company for sure!

2 years ago

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Pamela Hall Covington, GA

This company is awful I called for technician to come to my house he was 5 hours late and he came and messed up my AC unit worse than what it was, now they're telling me to get an outside person and they will reimburse me I just think that's ridiculous but at first the the lady in the claim department act like she didn't believe me and denied my claim until I told her I had everything on camera that's when she decided to tell me that they will reimburse me plus the the technician himself told me that they were not going to pay for my AC unit after being with this company for over 6 months now they are denying my claim and also this man that they sent to my house have messed up my furnace and my other AC unit and they are not trying to do anything about it so I'm going to have to take it father by getting an attorney to look into this situation these people are just a rip-off

2 years ago

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Brett New Orleans, LA

Our AC went out in the middle of the summer. We called THP and the next day it was fixed. No tricks just the service fee and that was it. Great experience.Thank you THP

2 years ago

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M. Cooper Kyle, TX

The first time I called in a claim was for my garbage disposal. They said if I hadn’t heard back from them within 48 hours to call back. I didn’t hear anything so I called back. I gave them my claim number, they said that there wasn’t even a claim it’s that number. They looked it up with my address and said it was cancelled but couldn’t tell me why. I ended up just having it fixed myself, cheaper than the deductible so it turned out better for me. The 2nd time I had a claim, my dishwasher quit. I’m still dealing with their foolishness. Again they said to call them back if I haven’t heard from them within 48 hours. I didn’t hear anything. I called back. They said they were having trouble finding someone to come out and fix it and authorized me to find someone and they would reimburse me up to $100. If it cost more than that the repairman would need to call and get prior authorization. Well I got someone local to come out 2 days later. It was going to cost $368 to fix it. The repairman called them (on speaker) and went over each part/pricing with them. They said an adjuster would call me back and then just called me back, not telling me if it was going to be an hour or a few days. I ended up waiting 2 weeks before anyone call me back. Then when they did they said that they were going to authorize the repairman to fix it for the $167 that he quoted. I told him I was there when he quoted and it was not $167, it was going to be $368. The adjuster had the audacity to argue with me, I mean I was there when he spoke to them AND I have a paper quote he gave me. She asked that I email that paper quote to the claims department. I waited another week and the claims department again want to argue with me on the quote that the repairman gave. She said that I needed to call the repairman and have him call into their claims department and go over the pricing again. I’ve had it with the irresponsible and unprofessional people. This is the worst company I have ever dealt with. BEWARE, save yourself a headache and choose a different insurance company. You can be certain that I will be moving on to a different company in November.

2 years ago

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Trudy Royse City, TX

Buyer BEWARE!!!! On hold for at least 30 minutes, EVERY time! Sales team paints a great picture but just try to get them to fix anything. EVERY claim I made was denied, They send the bottom of the barrel techs who changed the wrong part and I had my company come and fix it in 10 minutes. They would not reimburse because it needed to go before a review board first. We are in 100* weather here in Texas with a baby and elderly in the home and after 3 weeks because they sent out a tech who never called them back, then had to wait for the other company that put in the wrong part, we were desperate and had our guy just fix it. There is no compassion or concern for the client. Please don't be swayed by all the promises. This company is the WORST!

2 years ago

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John Boulton Lancaster, CA

At first I was thrilled with Total Home Protection offered. They offered me a 5 year plan with 1 year free. Sounded like the best deal of all the home protection business I surveyed. Until I was denied repair of my air conditioner unit and my refrigerator. I as told my AC wasn't covered b/c it was an electrical problem. And my refrig was beyond repair but refused to get me a new one. That was when I decided to cancel my contract. They offered me 1st $300 to stay then $400 still wasn't enough. I received a refund of less than half of what I paid for the plan. And this was only in the 1st year I had the plan. Talk about a major rip-off. They decide what's covered and what's not. I would NOT recommend Total Home Protection to anyone. John B.

2 years ago

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Mark Farmington, NM

February of 2019, I had an issue with my dryer. Since I live in a remote area, I was told by Total Home Protection to find a service company to come out and fix the dryer. I paid $404 for the repair and THP said they would reimburse me $130 for the repair. On March 8, 2019, a check was mailed. Till this day I have not received that check. In April of several heated discussions, at a cost of $35 I paid to get another check sent. Still have not received that check either. May of this year, I had a dishwasher stop working. Once again, I had to pay out of pocket to get my dishwasher looked at. The mother board was shot and I ended up getting a new dishwasher. THP sent a check for $130 to reimburse me for the replacement. As of June 13, 2019, I have not received that check either. After several heated discussions with THP, they continue to tell me "The check is in the mail" Ya right!!! So buyer beware when looking at THP for a home warranty! I strongly would NOT recommend this company. On June 13, 2019, I called THP to cancel my policy with them. THey said I would not receive the checks, I told the representative, heck I have never received the first checks. I told the representative what to do with the checks!

2 years ago

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Egypt Middleton District Heights, MD

Total Home Protection is an awful company. Had a read the following review with the Better Business Bureau, I would have not paid for the service. Also, they are not a part of the BBB. Please read this Alert from the BBB website. It is 2019, and I have experienced the following. On top of that, the company did tell me that they did not offer 24/7 service. Alert The BBB investigated this company due to the number and type of complaints filed against it by consumers. The BBB also conducted a review of major search engines and found several review sites which confirmed similar conduct by the company in reviews filed on review sites. The BBB also reviewed docket listings in Philadelphia courts to determine if there have been lawsuits filed against it and we found none. Finally, the BBB reviewed the company's website to determine any policies the company had regarding issues that were the subject of our investigation. Consumers have complained about this company's failure to return calls to file claims and get a repair in a timely fashion. Consumers allege leaving multiple messages without any call backs for weeks. Many consumers state that the business is unable to locate a contractor for them and they have to locate their own contractor and get reimbursed. Consumers state the contractors that the business sends do not show up as scheduled and many of the contractors cannot find the model numbers for the items they are attempting to repair. . As part of the BBB's investigation, we asked the company about its policies concerning these issues including how consumers are notified of available contractors. The company replied stating that they advise consumers that they are not an emergency response service. They have a 24/7 claims hotline where policy holders can file a new claim. Business states that they generally assign work orders within 24 hours but technicians may not be able to get to the customers home with in a day or two but do get taken care of in the order received. Business states that a new in-house software developer has been staffed to advance workflow which will result in better service for policy holders. The business also states it has begun to use other applications to be able to route technicians to houses more efficiently. Business stated and verified that the sole owner of this company is Ronald S. This business is headquartered in Philadelphia and also has a customer service call center located in New Jersey.

2 years ago

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Tsfrost Port Clinton, OH

Rating is a negative one!!!! Paid for Home Warranty in January '19. Dishwasher broke end of May.... Technician came out and the pump is shot. Samsung dishwasher that is just over 1 year old. Cost of the pump is $192 without labor. I got this info from the technician not Total Home Warranty. I called and called THW for days. No one answers and when they do you are put on hold. When you get to the "receptionist" or call center you are then directed to your "case manager". He never answers! You always must leave a message. He never returns the call. When you ask if you could be assigned another "case manager" they say he is the only one! So when I finally talked to KRon....he says that the Total Home Warranty will give me $130!!! THAT'S IT! That isn't even enough money to order the pump and doesn't address that fact that it has to be installed. KRon says that "that's all they can do"! This company is a RIP OFF! Don't anyone use them period! I am reporting them to the state attorney general office in Ohio. That's just wrong....

2 years ago

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Very unhappy in TX Canyon, TX

Well if I could have given less than one start I would. Of the claims I have made, one was too close to the start of the policy. Ok understand that. The next one there was no tech in the area I needed to find my own. Once I found a tech for my ac, the motor had locked up after a horrible storm with 80 mph winds, that claim was denied due to excessive dirt in the ac cupboard. Hello 80mph winds, I had dirt on everything. The next claim was denied as they do not cover hot tubs. Even though in their policy and what I was told and charged for they do. Apparently this was not covered as we have an insulated hot tub building and it is not attached to a pool or in a bathroom. This claim I was thinking would be better. It was turned in on 05/14 for a broken dishwasher. Today is 05/29 and I still have a broken dishwasher, no tech and no one at total home protection can tell me why. I get told call sears. Why am I paying for a service when I get told to do everything myself or it is denied. Yes I was given a refund on the over charge for services they do not offer. It was approved on 04/12 and on 05/29 there is still no refund. Guess I get to be on the phone for another 45 minute hold to get told the same excuses

2 years ago

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Joshua Whitlow Noblesville, IN

This company has been nothing but trouble, they sold me up front with very reasonable sounding exclusions, price, time to get out there when called, but have been nothing but trouble since. I called because I had a water heater that went out shortly after moving in. They initially said, "oh yeah by the way we have a 30 day waiting period before your policy starts." Which they never told me at any point about during my purchase. Then after several calls I managed to get them fix that issue and let me start the claim. Then after they get out there and the plumber examines the water heater, they won't fix it because its a main water tank failure and they don't cover that supposedly, which they also never told me about either. As far as I'm concerned this company has lied to me and not been truthful at any point during the purchase. They did not provide me with any policy documents before purchase that would have contained exclusions or anything of the nature. They refuse to cover the water heater.

2 years ago

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Amrit Tracy, CA

Total Rip off service. Cannot trust them. I have 3 year plan that i paid them for. My dishwasher is broken from a month now. they send an armature guy who could not fix it after 2 visits and then said he cannot. Then another repair man came how found the problem and had necessary parts to fix but Total home protection asked him to call back latter as the repair is over 100$. He had to go back with fixing it. He spend 2 hours finding the issue and solution but has to put the machine back as it was because he could not get authorization from Total protection for over 100$ repair. Total home protection suggest to call back next week. The problem continues I high recommend NOT to use Total Home protection for anything at all.

2 years ago

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Unhappy Woodstock, GA

What Total Home Protection will not tell you: They have no control how long their contractors will take to service your claim!!!! I am having to wait for over 1 week before a technician will even come to my home to work on my microwave!!! They took over 3 MONTHS!!!! to get my air conditioner repaired with the correct part!!!! 3 months!!!! (Yes, it was summertime so it was quite inconvenient to say the least.) When you call Total Home Protection, they say they will address the problem or that they will have someone call but it never happens!!!! All Total Home Protection is good for is locking in the out-of-pocket-cost for your home repairs...don't even think of purchasing them if you expect on-time or competitive service!

2 years ago

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graham a Missouri City, TX

Total scammers. Take you money and wriggle out of approving claims. Gas fired water heater leaking so much that the overflow pipe was pumping water into the street and the City Water came and switched off the water to the house.. Called THP Saturday and call taken. Said we would receive an email within 24-48n hours with an assigned contractor. Called on Sunday and said it was an emergency. Told we would receive an email with an assigned contractor . Called Monday after no email and then through various channels was told water heater not covered. Website is amateurish and sets out misrepresentation. A blog for water heaters says "Our Home Warranty plans ensure that unexpected, covered, broken water heaters are fixed quickly and professionally". Untrue and Misrepresentation, and so the false claims go on, in the website. I will be telling Realtors in Texas to avoid the company for their clients.

2 years ago

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Fred Gunkel Las Vegas, NV

I had two plans for two different properties. I sold both properties and tried to cancel the plans. I was told in the beginning that I could cancel the multiple year plans, for which I paid in advance, at any time for a refund. When I tried to cancel the story changed. I was told that the cancellation is now prorated on the full normal price rather than the $3,500 dollars I paid in advance and that since I had the contracts for two years I was not due a refund on the balance remaining because refunds are based on a different rate and that I used up all the value at that higher rate. This was not explained when I purchased the contract. I was told that it is written somewhere in the contracts. I would avoid dealing with this company even though they make it sound appealing in the beginning. Also, when I needed to replace an appliance because the tech said it would be too expensive to fix, I only received a small amount and was told that was the maximum that they would pay. What a cheat this company is. AVOID THEM AT ALL COSTS. THEY ARE NOT WHAT YOU EXPECT. THEY ARE DEVIOUS AND DECEPTIVE.

2 years ago

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Justin Saint Paul, IN

Their team has been very slow at resolving our issue. Their communication to the AC/Furnace company has been poor. They told me they were waiting on items from them, but I confirmed (and saw the receipt) that the AC/Furnace company had turned it in. I've called multiple times to follow up, and two out of the 4 days their system was supposedly down. THEY DID NOT COVER MY AC UNIT BECAUSE THEY SAID THERE WAS DUST IN IT. The unit had sat for 4 months before they got to a resolution, no wonder there's dust in it! They also said it's very HARD for a company like theirs to repair or replace a A/C unit. DO NOT BUY FROM THEM, it is a waste of money and time. They also took pictures of my unit that they used as evidence, but they refuse to provide them to me.

2 years ago

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Hal T Apple Valley, CA

Total Home Protection worked very quickly to schedule a technician to look at a wall oven that was heating very slowly. The technician was prompt and courteous. Unfortunately, that's where my satisfaction stops. The technician determined that the needed part was unavailable (I discovered it is no longer made!). Total Home Protection offered me cost of the part plus labor to install it. I was told the price was determined by a national average for the part. What? Money to buy an unavailable part? I was further told that if the appliance had been deemed "irreparable" I would have been offered a different figure (I asked what that figure was and was told they could not give it to me because the claim had been declared "part unavailable". I asked how it is that when a part is not available that it is still considered repairable. To this question I was told they had already explained their procedures to me and did not wish to waste my time further. The promise of "no worry" over the high cost of repair or replacement rings totally hollow for me.

2 years ago

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Damon Anthony Maryland Heights, MO

Let my testimony be fair warning, Total Home Protection will rip you off. You may think that you're saving money but in reality, you won’t be. They will happily honor small claims. But anything bigger than a routine repair, they will refuse to pay. I had a clogged and leaking kitchen sink drain pipe. They refused the claim saying the leak was caused by the pipe rusting. I told them the pipe is PVC plastic and plastic doesn't rust. After a week, they responded that the claim was refused due to the pipe being corroded. I told them again the pipe is PVC and that PVC doesn't corrode. After another week they responded back and refused the claim saying that the leak was caused by outside sources. They couldn't give me the name of the outside source, they couldn't give me any evidence of an outside source and they couldn't give me an example of an outside source. Please save yourself the time, trouble and money by going someplace else.

3 years ago

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Reply from ServicePlus Home Warranty

Thank you contacting us with the above referenced complaint. We at Total Home Protection treat each complaint 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 consumer placed a claim for a plumbing stoppage on 9/14/2018. The diagnosis concluded that the cause of the failure was the kitchen sink drain needs to be replaced all the way to the stack due to corrosion. Per our policy this failure is 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.

Oct. 5th, 2018

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Julia C. Valle Lakeland, FL

I called in over a month ago about a/c issues. no one ever came out or contacted me. I found the reset button on my a/c unit myself and got it going again. Tuesday when I got home from seeing my grandson in the NICU my a/c was not cooling. I called and got set up with Action heating and cooling who came out and recommend that the unit be replaced. I have all my service records on the unit. Total home protection refused to pay for the repair or replacement of the unit. I offered to send in my service records on the unit . They still refused to fix it. It was only when I called today and wanted to cancel and told them I was going to see a lawyer. They offered to cover the repairs. I asked to have my full amount that I paid for the warranty refunded to me they refused. Very dissatisfied . I have spent two days trying to get this issue resolved and because of this have not seen my grandson for that period of time who is still in NICU. This company has caused more undue stress in a already bad time. I would not refer anyone to them. Asking for a full refund really doesn't even begin to right the bad experience . I have lost two days with my grandson as a direct result of their not getting it right the first time... Julia Valle 8/23/18

3 years ago

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Houman Edraki San Marcos, CA

I wish I could put Negatives for this company. Probably I'm not the first who got cut in their nasty Policy, but please be careful about their green door to 1 month free or else...... my Furnace motor started working Off and On, means working one day or two and then stop for a week. I opened my claim on December 2017 and they send a technician to check it out. they came and tested everything and told me the is the motor itself and needs to be replaced. he was supposed to call the insurance and get the authorization. nothing happened for a month even though I called them they said they are still waiting for the insurance company to response. long story short they had closed the claim without any further investigation even did not call me to ask what happened. I call them back in a month or so and had to open another claim, they send me to another technician, who did not even answered my phone to make an appointment, I called them and asked them if I can fix it myself and get reimbursed and they said yes...... My technician came and asked for around $700 to fix the unit ($380 was just the motor). after a week of staying on line to get approval from them they said we can pay you only $205, even less than the equipment itself. this claim was dragged for 8 months and at the end the supervisor said I'm so sorry for everything, but this is the max. we can pay for this................ the funny part is I'm still getting emails to renew my policy with them. Aug 2018 Please be aware and do not fall into their traps.

3 years ago

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Donna Bettencourt San Marcos, CA

Getting to take a very cold shower this morning was a real surprise! Called the 800 number and talked with “Charles” and told him our problem. He gave me a claim # and said someone would be in touch with us in 24/48 hours. Two minutes later I get a call from someone “Kyron” supposedly a superviso saying our $900.00 Plantinum policy did not cover our leaking water heater......only piping. Strange because in October 2017 the person I spoke with before signing up guaranteed this plan. His name was Nick P. My husband than proceeded to speak with two other higher supervisors with no help! We basically had the same issue with our dishwasher earlier this year but after finally getting it fixed. Really seem this is what they do when you actually need their service. We are a retired couple in our 70’s on a fixed income. Paying $900.00 up front now makes me feel like an idiot. They seem to tell you everything is covered but than you don’t know until they finally send you a booklet you have to call to get that more is not covered than covered. Next step file complaint to BBB and will go from there. Better to but money aside each month than giving it to them!!!

3 years ago

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Raymond Garcia Spring, TX

BUYER BEWARE! The salesmen sale you a fake load of goods. They make it sound like everything is covered. I have recently had 2 problems that they did not cover. They did not cover my roof leak. They said it was because of the type of shingles on my roof. Every roof is similar in this part of Tx. Then my evaporator coil went out. It was not covered becuase of rust. My AC technician said all coils have rust after several years. They will find a reason not to fix many of your problems. There are so many loopholes in the exclusions section. It is probably best to just save money for these emergencies that occur.

3 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. A claim for a roof leak was submitted on 5/2/2018 stating there was a leak by the front door. The diagnosis was some patches of shingles needed to be replaced. As per the policy it covers shake and composition roof leaks over the occupied living area. Free Limited Roof leak was offered at the time of purchase, we apologize that your roof failure did not fall within the guidelines of the policy. The customer also placed a claim for a Air Conditioner not cooling on 6/22/18. The diagnosis concluded that the cause of the failure the unit was empty of freon. The coils were rusted/corroded. Per our policy this failure is clearly excluded from coverage. Please see the referenced section of the policy below; I. BASIS FOR COVERAGE A. Air Conditioning System Note: Coverage available on Air Conditioning units up to a 5-ton capacity, and for residential use only. COVERED: Mechanical parts and components of two (2) ducted electric central air conditioning systems. All components and parts for units below 13 SEER and/or R-22 equipment, and when we are unable to facilitate repair and/or replacement of failed covered equipment at the current SEER rating or with R-22 equipment, repair and/or replacement will be performed with 13 SEER/R410A equipment and/or 7.7 HSPF or higher compliant, except: NOT COVERED: Filters; condenser casings; registers and grills; water towers; humidifiers; chillers; electronic air cleaners; window units; non-ducted wall units; mini-split wall units; gas air conditioning systems; water evaporative coolers; swamp coolers; condensate pumps; thermal expansion valves; all exterior condensing, cooling and pump pads; disconnect boxes; roof mounts, jacks, stands or supports; cost for crane rentals; electronic, computerized, and manual systems management and zone controllers; commercial grade equipment; refrigerant conversion; leak detections; water leaks; drain line stoppages or drain pans; maintenance; rusted and/or corroded coils; component short to ground; noise without a related mechanical failure; improperly sized units; air conditioning with mismatched condensing unit and evaporative coil per manufacturer specifications; improper use of metering devices (i.e. thermal expansion valves). We are not responsible for the costs associated with matching dimensions, brand or color made. We will not pay for any modifications or upgrades necessitated by the repair of existing equipment or the installation of new equipment. We will pay up to $10 per pound per occurrence for refrigerant. You are responsible for payment of any costs in excess of $10 per pound. 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. In an effort to good customer service a free month of service was offered but the customer wanted to cancel the policy. 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.

Aug. 2nd, 2018

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Wanda J Jowers Landers, CA

I've had Total Home Protection for 14 months. On 5/16/18 they sent a technician out to replace the oven ignitor which had gone bad in my Maytag Gemini stove. and got it working. On 5/30/18 they sent the technician out again as the oven would not work, as the control board wasn't working. The part was not available as the stove is at least 15 yrs old. I called and asked them what would happen if they couldn't get a part and they said they would replace the stove, which costs $1400. Now, they are saying the oven was dirty and refuse to replace it. The excuse they used was my oven was full of grease!!!. I had cleaned the oven a month or two earlier by pressing the automatic CLEAN button on the stove that does a great job of cleaning. It heats up the oven to such a high temperature crease could no withstand it. The circuit or control board has nothing to do with a dirty oven in the first place. When they found out how much the replacement stove would cost they changed their mind about replacing it. They even complained about the $500 they had spent on repairing my appliances in the 14 month period i'd had an account with them!!!

3 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. Mrs. Jowers placed a claim for the Oven not cooling on 5/9/2018. The first time the technician diagnosed the igniter failed. The claim was covered as it was under the pre set authorization amount and the technician did not mention the condition of the oven. He then called back in to advised there was a second failure and advised the unit was full of grease. The technician provided pictures and based on the diagnosis and the pictures, it was determine the failure was not covered due to Lack of Maintenance. 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. In an effort to provide good customer service,we offered a good will to either skip the next two monthly payments or a good will payment of $100.00 to put towards the repair/replacement. The customer rejected this offer. 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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Randall DeAlba North Ridgeville, OH

I've had Total Protect Home Warranty for over 10 years and have had great service until now. My water heater went out 2 weeks ago, I called in the problem and Total Protect sent out a company to check out the water heater. Serviceman said yes the water heater is out (which was pretty obvious since I had water all over my hallway) and reported back to Total Protect. Since then there have been several calls to Total Protect by the service company and myself (just got off the phone with them) and Total Protect either says it's in research or they are waiting to hear back from the repair company. (a lie the service company told me) If you're looking to use a Home Warranty company I would highly recommend you look elsewhere. As soon as this repair is finished I will be doing as much!

3 years ago

ServicePlus Home Warranty Logo

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. Please be advised that we have no record in our system for Randall DeAlba being one of our customers. As Total Home Protection has not been in business for 10 years yet, this review may have been intended for Total Protect which we are not affiliated with. 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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LARQUETTA P PERMENTER Fredericksburg, VA

This company is HORRIBLE!! They do not return call, send follow-up emails, notify you of claim information, respond to vendors in timely manner. I had vendor come to my house for scheduled appointment. He called Total Protect using his vendor provided number and was informed the smoke detectors wasn't covered. He left and because I was already on hold for 1 hour at the same time with Total Protect and finally got through, they informed me the smoke detectors was covered. The customer service is bad as well. They truly don't care about the customer experience. You get the impression that they really don't care how you respond to the circumstances they put you in. I hope Pentagon Federal Credit Union removes them from their site or from providing any marketing material on Total Protect behalf.

3 years ago

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Larry Wilmeth Weatherford, OK

HORRIBLE COMPANY.....DON'T EVEN THINK OF USING THIS SCAM!!! We called about our plumbing backing up, and they said it was a pre-existing condition. We had our washing machine go out 5 months later and they said they didn't have any service people near us (we live 30 minutes from a metropolitan area). We have several companies that work on appliances in our town. We called twice, trying to cancel our policy and all they did was hang up on us. We had to stop payment at the bank. As soon as they hung up on us the second time when we tried to cancel, we called to stop payment at our bank. Our bank stated that they were trying to withdraw the money at that time. Our bank stopped the payment quickly. We tell everyone we know about what this company did to us and are making a report to the Business Bureau.

3 years ago

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Paul Overland Park, KS

This was the worst experience from a service company that I ever had. We had issue with our refrigerator and before we could finish explaining they just said "NO, it not covered", even though it was. We eventually convinced them to send someone out and the repairman even told us it was covered. We relayed that and they still denied the claim. We eventually agreed that this wasn't working and they would PARTIALLY refund some of our membership only if we agreed not to say anything bad about them. Well this is my $400 review because they didn't refund anything. They just ignored us and hoped it went away. There are many more good service companies than this one.

3 years ago

ServicePlus Home Warranty Logo

Reply from ServicePlus Home Warranty

Thank you contacting us with the above referenced complaint. We at Total Home Protection treat each complaint 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. Please be advised that we have tried to locate this customer in our system through various methods and are not able to locate them. This complaint may have been intended for Total Protect/Cross Country and not Total Home Protection. In addition the process explained is not our operating practice. 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.

Apr. 20th, 2018

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Dale Fallbrook, CA

The one thing I know as a technician when it comes to home warranty is that most consumers feel they are receiving horrible service from the technicians. So wouldn't you think that a good tech that takes good care of their customers and treats them with respect would be a value to the THP? Not so with THP. I'm a plumber who thought I would give this company a try in order to increase my customer base. I treat my customers with a solid and consistent 5 star rated service. I performed only 2 service calls. The first one took over 3 months to receive payment (after multiple calls every month) and the other I have been waiting 10 weeks and still nothing. Call after call they are rude and cold. (except for the last one who was actually very nice but couldn't help much because the billing dept was closed). I asked to be removed from the vendors list and she said ok but that would delay payment 6 months. WOW. I couldn't believe my ears. I have kindly asked them to call the customers that I did work for with their company and ask them how they liked my services. Knowing they would get a great response. Then asked her why they treat good techs. so bad when they should appreciate them since there are so few in their pool. I can only imagine how they treat their customers.

3 years ago

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DIANA LARSON Tyler, TX

April 2018: Please do yourself a favor and DON'T PURCHASE a warranty from this company. My air conditioning unit was acting up, so I called to have it fixed. Two days after my initial call, I had to call them again. They finally sent a technician out to look at the unit. He concluded that the coil was leaking in the condenser and that the unit would need to be replaced. (The unit had no freon, so a leak was fairly obvious.) He went back and submitted the diagnosis. Total Home Protection told him he had to conduct a leak inspection at my cost. So, I spent $286 to have a complete leak detection done. Then they denied the claim because they said the technician told them the unit had not been serviced. In actual fact, the unit had been serviced on June 15 of 2017. By the way, they never bothered to call me to let me know the claim had been denied. I had to call them after waiting 2 days. The technician denies telling them that the unit had not been serviced and wouldn't have known anyway since I used a different company the prior year. I ended up having the unit replaced at my own cost.

3 years ago

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Dianne Powers Indianapolis, IN

Without HEAT in sub zero weather for 10 days!!! Failed to mail me a check for reimbursement. WORST CUSTOMER SERVICE ever!! Stay away from!!! They DO not have 24/7 coverage. You get an answering system on the week-end and even when I stated it was an emergency the answering system failed to report my issue. The only heating contractor they had was a joke. They spend hours at my house and could not find the problem. When I finally hired someone myself I had heat back on within hours. This was going days without because of the incompetent contractor they had which was the only one in our area. I large in a large city too. The claim was filed on January 22nd for the company I used. It was approved on February 13th. It is April 9th and they still haven't mailed me a check.

3 years ago

ServicePlus Home Warranty Logo

Reply from ServicePlus Home Warranty

Thank you contacting us with the above referenced complaint. We at Total Home Protection treat each complaint 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 consumer placed a claim for a Heating system on 1/22/18. The claim was assigned to a participating vendor and we received the diagnosis that the control board and the gas valve were the failures. We gave authorization for the control board to be replaced. Once the unit was repaired we were advised there was another issue and the customer opted to get her own technician. We were advised there was an electrical issues that had to do with the thermostat. A reimbursement check was processed but due to an internal error, the system did not drop the check within the 15-30 days. We apologize for the delay but we are ensuring the check gets expedited. In an effort to provide good customer service we have provided 1 free service charge on the customers account as a courtesy for their next claim. 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.

Apr. 9th, 2018

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Donald Brown Toms River, NJ

STAY AWAY THEY ARE THE WORST I had a contract with Total Home Protection as of 7/14/17, I filed a claim on my Tankless hot water heater that is an added coverage that I pay extra for, that started leaking, they sent out one of there contracted plumbers who sent the co. a repair estimate of $1117 and a replace estimate of $2500. The Co. then offered me $500 saying it is a "plumbing issue" witch it is not. I said that is not acceptable and was told they would see what they could do about getting more money. When they got back to me they told me they will not pay anything for the claim now because it is not covered because of "rust and corrosion" that is not covered. I talked to the plumber they had come out and he agreed that the corrosion was caused my the leak and not that the corrosion caused the leak. They still refused to pay the claim but would now pay me $200 to close out the claim and cancel out the contract to get rid of me.They also have a limit for all claims of $1500 but I was told by there sales person that there is NO limit on what they would pay out to replace or repair a tankless hot water heater and I have him recorded saying so. So as others have seen there sales people lie and will say anything to get you to buy there worthless protection.The main reason I purchased this contract was for the hot water heater if I know there was a limit of $500 or $1500 I would not have done so. Also this review site is a scam this company should have a 1 star rating .

3 years ago

ServicePlus Home Warranty Logo

Reply from ServicePlus Home Warranty

Thank you contacting us with the above referenced complaint. We at Total Home Protection treat each complaint 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 consumer placed a claim for a tankless hot water heating on 11/27/17. The claim was assigned to American Plumber LLC. As per the diagnosis the failure was due to rust and/or corrosion, as well as failure to flush and perform maintenance on the unit: This customer states that the corrosion was caused by the leak, then what caused the leak? As per the diagnosis rust/corrosion 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. In an effort to provide good customer service, we originally offered the customer the CAP amount on a water heater of $500.00 which the customer rejected for this non-covered claim. Unfortunately, the consumer rejected our goodwill gesture and opted to terminate their contract. As a courtesy we waived the $50 early termination fee. We are committed to providing a positive customer experience and doing the right thing for all our customers, contractors, employees, and our company.

Apr. 9th, 2018

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