ServicePlus Home Warranty

Total Home Protection is not an emergency service and, per the policy, a vendor will be assigned within 2 business days under normal conditions. Upon assignment, the vendor and consumer will then schedule for the next, earliest appointment that works for both parties. Please see the referenced policy section below;

III. REQUESTING SERVICE
B. Upon request for service under normal circumstances, we will contact an authorized Service Contractor within two (2) days during normal business hours and four (4) days on weekends and holidays after you request service. The authorized Service Contractor will contact you to schedule a mutually convenient appointment during normal business hours. We will determine what repairs constitute an emergency and will make reasonable efforts to expedite emergency service. We will accept your request to expedite scheduling of non-emergency service only when a Service Contractor is available. If the Service Contractor agrees to expedite scheduling of a non-emergency service request, you may be required to pay an additional fee.

While the main call center is not 24/7, there are a number of tools available that allow claims to be input and assigned at any time. New claims can be placed online or over the phone via an automated claim placement system. Claims are automatically assigned when a vendor is available through our vendor system - no matter if the call center itself is open.

Through these tools, we hope to assist consumers with their issue as quickly as possible, however, there are times where a physical agent may need to assign a claim. In those instances, we do expedite emergency situations where able.

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 us at 1-800-545-0402.

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 plumbing stoppage on 08/04/2019. Unable to get a vendor with availability 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. The consumer agreed to pursue reimbursement. The consumer’s technician was approved for the repairs and on 8/22/2019 reimbursement was approved at our rates per the policy. The consumer was advised to allow 30 business days for the check to be authorized and mailed.

The consumer requested to cancel on 9/10/2019 although the account was charged on 9/9/2019. We reached out to the consumer on to respond and left a voicemail to contact us back. Total Home Protection then received a chargeback notice for 2 payments from this consumer on 9/27/2019. Per the below policy section, Total Home Protection cancelled the consumer’s policy on 9/27/2019 due to these chargebacks.

XII. CANCELLATION
A. This Agreement may be cancelled by THP for the following reasons: (i) nonpayment of Agreement fees or other breach of this Agreement by the customer; (ii) nonpayment of Trade Service Call Fee, as stated in section IV; (iii) fraud or misrepresentation by the customer and/or customer representative of facts material to THP’s issuance of this Agreement; or (iv) a change in laws or regulations that has a material effect on the business of THP or THP’s ability to fulfill its obligations under this Agreement.

Due to the chargebacks and policy cancellation, the reimbursement approval was revoked as costs incurred.

C. Mutual agreement of us and you. If this Agreement is canceled after thirty (30) days, you shall be entitled to a pro rata refund at the standard contract fee rate for the unexpired term, less a $50 administrative fee and any service costs incurred by us. If we have provided services and the amount of the service costs incurred by us is greater than the contract fees paid, then no refund will be due to you.

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.

Thank you contacting us with the below 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.

Mr. Smith placed a claim for the Air Conditioner on 6/7/2018. As per the terms of service:

⦁ This Agreement does not cover any known or unknown pre-existing conditions.
⦁ Coverage applies to the systems and components mentioned as “covered” in accordance with the terms and conditions of this Agreement so long as such systems and components are in place and in proper working order on the effective date of this Agreement

Coverage went into effect on 6/7/2018, this is the definition of a “pre-existing condition” and NOT in proper working order on the effective coverage start date of 6/7/2018.

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 questions, please contact me at 1-800-545-0402.

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 note that the consumer requested to cancel service. The correct refund was given. The customer had a 1 year policy that included 2 free months of service. Once contacted by the customers lawyer his figures included the 2 free months and the total amount of the policy was incorrect. He also did not figure in the optional coverage for the stand alone freezer which the customer had on his policy. After breaking down the refund with the lawyer he understood how we came up with the refund amount offered. I advised in an effort to resolve the issue I would use his figures of a 14 month policy, no additional charge for the optional coverage. An additional refund was given as a courtesy.
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.

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.

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.

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 Susan Cruz being one of our customers. We have checked by name, address and phone number and nothing is coming up. This review may have been intended for Total Protect, which we are not affiliated with and not Total Home Protection.
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.