ServicePlus Home Warranty Reviews
2.6
4.9
Overall Score
Verified Customer
Review Source
Buyer Beware!
Great price but bad service. My oven broke shortly after my service began and couldn't be repaired because the thermometer was discontinued. I talked to the repairman and he said it happens to work one day and breaks the next. They said that they won't accept any claims within the first 2-4 weeks after the initial 30 days.
7 years ago
Verified Customer
Review Source
Wright
Because the time for service was terrible and the first tech never answered and when the second tech finally came we weren't pleased with the service; telling us we didn't have the coverage.
5 years ago
Reply from ServicePlus Home Warranty
Thank you for selecting Total Home Protection for all your home warranty needs. We know your time is valuable so we take feedback very seriously. Your feedback allows us to improve our business and promote the level of service expected from a trusted industry leader. Total Home Protection strives to be a top rated home warranty provider.
I am unable to locate your policy and previous claims using the information provided - if you have complaints or concerns regarding the quality of technician, please give our customer care team a call so that we can take a look at who serviced your unit. Further, if you would like to discuss your claims, coverage, etc, please reach out to us and we can provide an explanation or your coverage as well as a copy of your policy.
We have an unwavering commitment to uphold our founding ideals to provide industry-leading home warranty products and exceptional services to the customers we're privileged to serve. We sincerely thank you for your feedback. If you have any questions, please contact Customer Service during normal business hours at 1-800-545-0402
I am unable to locate your policy and previous claims using the information provided - if you have complaints or concerns regarding the quality of technician, please give our customer care team a call so that we can take a look at who serviced your unit. Further, if you would like to discuss your claims, coverage, etc, please reach out to us and we can provide an explanation or your coverage as well as a copy of your policy.
We have an unwavering commitment to uphold our founding ideals to provide industry-leading home warranty products and exceptional services to the customers we're privileged to serve. We sincerely thank you for your feedback. If you have any questions, please contact Customer Service during normal business hours at 1-800-545-0402
Mar. 10th, 2020
Andre Porter Baton Rouge, LA
This company has a lot of issues. Say set someone out to look at my oven to repair. The service technician said he would have to order a part to repair my oven but he had to get it okay through total home protection. Total home protection stated that because of the age of my oven which was only seven years that they considered it unrepairable and would send me a check help cover the cost of a new oven. I was told that they were going to send me a check for $250 for a oven that actually cost $2,400. That the check would go out and six to eight weeks well it has been 12 weeks now and I still have not received the $250 check.. I talked to a service manager three days ago and he stated that the check would go out this Friday I called today which is Friday and it has still not been mailed. I don't understand why it takes so long for them to mail a $250 check out to their customer. I am still a paying customer to Total home protection you would think that they would treat me a little bit better than they are.
6 years ago
Beverly Bier Shelbyville, IN
The only reason I gave them more than one star is because they are the least expensive company for monthly and out-of-pocket costs of all the companies I tried. But, the say "you get what you pay for" certainly holds true with this company!
When we started having furnace/ac problems, it took them 2 weeks to find a company in our area that was willing to work with them. And then, it took them another 2 weeks to approve the repair. So, we were without a working furnace/ac for more than a month!!!
And, I just learned this week that the company that did the work still hasn't been paid after THREE MONTHS!!! That means that the next time we need a furnace repair, there is no one in this area who will come to our aid!!
This company is a TOTAL DISAPPOINTMENT!!
6 years ago
virginia West Branch, MI
It began on the 6th of april 2019 on a sat my furnace went out I live in Michigan in a rural area . This home protection plan DOES NOT due any Emergency services on the week end and you have to give them 24 to 48 hours in order to find some one to come out before it becomes your job to find someone to fix your problem then you have to pay up front and they reimburse you That is the gist of the story well this is what happened . I put in a claim for the furnace on sat the 6th i waited until I was told they couldnt find anyone so I found a company so the company came out checked it out called the Total home and the tech gave them a price of 258 .00 for the service call and the part and explained there would be an additional 95.00 to install the part . So the person said they would not pay for the install so I called, I spent 5 hrs on the phone and spoke to 13 people trying to find someone to understand the total bill would be 353,00 but as of yet no one understood that so finally today on the 10th of april which is now the 6th day with out heat it got fixed and i was given a bill for 353.00 total cost of repair and install of part . I emailed it as well as faxed it to them with a request on email to please let me know they received the email. Well 6 hrs later still no response. im not sure about this company so far it appears that no one knows what to do there. I am awaiting to see if they are at least honest enough to cover this claim I got the policy in oct 2018 this was my first claim and so far im not impressed but i will update if they are going to cover this bill. I at this point know a few things one you will get the run around here it is not a easy company to deal with they dont care that your with out heat for 6 days in the cold this much Im currently aware of . Might I add they had no problem taking my payment up front in full when I got the platinum plan. I will up date as soon as this has been resolved UPDATE 4/11/19 THIS COMPANY HAS DECIDED TO PAY MY CLAIM MINUS MY DEDUCTABLE Which is all I wanted . Although this was a hassle now I know how this company works I will keep it and give it one more try. knowing how it will work in a rural area . But if I ever have to deal with 13 people in order to process a claim again I will be done
6 years ago
CC Baltimore, MD
This has been the worse experience ever. My furnace went out on today. I filed a claim and was told that no one would be out for at least 48 hours. It is the dead of winter which means it is cold. When asked if they could please send a technician on today since it is cold, I was told no. The company has a department that handles that and they do not work on weekends. They did not even offer to reach out to the department that dispatches technicians. The customer service agent suggested I purchase a space heater or pay for the repair myself. She stated I could submit the charges for reimbursement but she could not grantee the company would cover the repair, as there are lots of things that they do not cover. I switched from another company to save money and I truly regret it. You get what you pay for.
6 years ago
Robert Santmyer North Richland Hills, TX
Extremely disappointed in Total Home Protection. Two weeks ago on a Friday night in Texas, with a 100 degree weather our air conditioner stopped running. I was told we could get our own repair service out and file a claim afterwards since we would not receive a phone call from their repair tech until Monday. However it may need to be preauthorized and the authorization department wouldn't be open until Monday??? Reading the claim form all work needs to be authorized that cost over $100. That's pretty cheap for an air condition repair call in Texas, in August. You may be able to handle that amount with an unlicensed tech in December. Either way with looking at 2-3 days of staying in a hotel ( I have one heart stint and I'm probably looking at another someday)and the fact I couldn't take my pets with me, I paid to have somebody out Saturday at 9:00. Decent, so far competent technician that charges more on a crisis as well as weekend basis. Cost was $330, probably $100 higher than what it would have cost me on Tuesday. I pretty well knew that I was not getting most of that back, but I had the money and made that decision. I did feel that I should at least get $40 back, the difference between my $60 deductible and their $100 pre-authorization. Nope, well shame on them. We will not be renewing with them when it comes around. Any company that doesn't have a way of authorizing a repair for 2-1/2 days out of 7, is stacking the deck and avoiding their responsibility, and in my opinion, they are not a good company.
7 years ago
joco Independence, MO
I signed up with THP last November. I had a claim in March or April with my disposal. I moved into this house in 2014. I had an inspection before the purchase. This disposal claim was denied because the plumbing wasn't correct. I'm not a plumber so I had no way of knowing about this issue until I had a claim. THP would not even negotiate any part of the expenses. I had to have it replaced at my own expense. Second claim this week was for my a/c. It was denied because the coils were dirty enough to cause the unit to get hot. I had washed it several times but evidently not good enough because the coils were still dirty on the side facing the house. I cleaned as well as I could. I couldn't see back there well enough to notice it needed more cars. I was never advised to have it done professionally to make sure it was clean. But again I get penalized for ignorance. THP doesn't offer good preventative maintenance plans for people who don't know how to care in detail. All THP would say is "check your manufacturer manual". Guess what. There wasn't one with the house. Maybe someone has better knowledge about these things. Maybe Home Warranties rely on this to get money and still deny claims so as not to have to pay.
7 years ago
Reply from ServicePlus Home Warranty
Thank you contacting us with the above referenced review. We at Total Home Protection treat each review with the utmost respect and use this feedback to better serve our valued customers. Understandably there are two sides to every story and always look for a fair resolution between all parties.
The customer placed a claim for a Air Condition not coming on 6/11/2018. The diagnosis concluded that the outdoor coils were very dirty and needed to be chemically cleaned. With the coils being dirty, it causes improper airflow resulting in the condeser fan overworking and overheating causing the unit to shut down. Per our policy this failure is clearly excluded from coverage. Please see the referenced section of the policy below;
VII. GENERAL LIMITATIONS OF LIABILITY
D. This Agreement covers only repairs and/or replacements due to mechanical failure attributable to ordinary wear and tear. Accordingly, the Agreement does not cover failures which may result from other causes, such as without limitation abuse; misuse and/or neglect; lack of maintenance; rust and/or corrosion; noise without a related mechanical failure; chemical or sedimentary build up; lightning strikes; missing parts; animal, pet and/or pest damage; power failure; power surge; fire; casualty; acts of God; structural and/or property damage; flood; smoke; earthquake; freeze damage; accidents; war; acts of terrorism; nuclear explosion, reaction, radiation or radioactive contamination; insurrection; riots; vandalism; or intentional destruction of property. This Agreement does not cover mechanical failures resulting directly or indirectly from or caused by mold, mildew, mycotoxins, fungus, bacteria, virus, condensation, and/or wet or dry rot regardless of the source, origin, or location and any other cause or event contributing concurrently or in any sequence to the mechanical failure.
All claims have been properly serviced in accordance with the Service Agreement - all contracts have inclusions as well as exclusions. We are committed to providing a positive customer experience and doing the right thing for all our customers, contractors, employees, and our company.
We at Total Home Protection have an unwavering commitment to uphold our founding ideals to provide industry-leading home warranty products and exceptional services to the customers we're privileged to serve. If you have any further questions, please contact us at 1-800-545-0402.
The customer placed a claim for a Air Condition not coming on 6/11/2018. The diagnosis concluded that the outdoor coils were very dirty and needed to be chemically cleaned. With the coils being dirty, it causes improper airflow resulting in the condeser fan overworking and overheating causing the unit to shut down. Per our policy this failure is clearly excluded from coverage. Please see the referenced section of the policy below;
VII. GENERAL LIMITATIONS OF LIABILITY
D. This Agreement covers only repairs and/or replacements due to mechanical failure attributable to ordinary wear and tear. Accordingly, the Agreement does not cover failures which may result from other causes, such as without limitation abuse; misuse and/or neglect; lack of maintenance; rust and/or corrosion; noise without a related mechanical failure; chemical or sedimentary build up; lightning strikes; missing parts; animal, pet and/or pest damage; power failure; power surge; fire; casualty; acts of God; structural and/or property damage; flood; smoke; earthquake; freeze damage; accidents; war; acts of terrorism; nuclear explosion, reaction, radiation or radioactive contamination; insurrection; riots; vandalism; or intentional destruction of property. This Agreement does not cover mechanical failures resulting directly or indirectly from or caused by mold, mildew, mycotoxins, fungus, bacteria, virus, condensation, and/or wet or dry rot regardless of the source, origin, or location and any other cause or event contributing concurrently or in any sequence to the mechanical failure.
All claims have been properly serviced in accordance with the Service Agreement - all contracts have inclusions as well as exclusions. We are committed to providing a positive customer experience and doing the right thing for all our customers, contractors, employees, and our company.
We at Total Home Protection have an unwavering commitment to uphold our founding ideals to provide industry-leading home warranty products and exceptional services to the customers we're privileged to serve. If you have any further questions, please contact us at 1-800-545-0402.
Jun. 21st, 2018
Verified Customer
Review Source
Van Mitchell
Slow response time and find ways to not pay. Customer service does not provide you all the details when speaking with them about the repairs and how you will be reimbursed.
5 years ago
Reply from ServicePlus Home Warranty
Thank you for contacting us with the above referenced review. We at Total Home Protection treat each review with the utmost respect and use this feedback to better serve our valued customers. Understandably there are two sides to every story and always look for a fair resolution between all parties.
All claims have been properly serviced in accordance with the Service Agreement - all contracts have inclusions as well as exclusions. If you have disputes with any of your claims, always feel free to contact mediation@totalhomeprotection.com. 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.
All claims have been properly serviced in accordance with the Service Agreement - all contracts have inclusions as well as exclusions. If you have disputes with any of your claims, always feel free to contact mediation@totalhomeprotection.com. We are committed to providing a positive customer experience and doing the right thing for all our customers, contractors, employees, and our company.
We at Total Home Protection have an unwavering commitment to uphold our founding ideals to provide industry-leading home warranty products and exceptional services to the customers we're privileged to serve. If you have any questions, please contact me at 1-800-545-0402.
Jun. 22nd, 2020
Verified Customer
Review Source
Bill russ Phoenix, AZ
Took 5 days to get someone out to check my air conditioner when the temp was in the 100s, also it still cost me $247 even though I have a $45 copay.
5 years ago
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.
Per the policy, we have up to 2 business days to locate a vendor to service your claims. We are not an emergency service. A vendor was assigned to your claim within 24 hours. After assigning the claim, it is up to the vendor and consumer to chose an appointment time that works for both parties.
Upon reviewing the claim, this was a covered claim and the vendor was authorized to complete the repairs. Should the consumer have been charged for the repair, please reach out to our customer service team at 1-800-545-0402 to discuss. The vendor should not have charged you for the authorized repairs.
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.
Per the policy, we have up to 2 business days to locate a vendor to service your claims. We are not an emergency service. A vendor was assigned to your claim within 24 hours. After assigning the claim, it is up to the vendor and consumer to chose an appointment time that works for both parties.
Upon reviewing the claim, this was a covered claim and the vendor was authorized to complete the repairs. Should the consumer have been charged for the repair, please reach out to our customer service team at 1-800-545-0402 to discuss. The vendor should not have charged you for the authorized repairs.
We at Total Home Protection have an unwavering commitment to uphold our founding ideals to provide industry-leading home warranty products and exceptional services to the customers we're privileged to serve. If you have any questions, please contact me at 1-800-545-0402.
Jun. 22nd, 2020
Paula ,
My experience with Total Home Protection is negative. My furnace died and the failed component is clearly stated in my policy as covered. I keep getting denied with changing reasons. Each time I debunk their reason they come up with another. Not happy.
5 years ago
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. Please be advised that we have no record in our system for this consumer being one of our customers. We have tried to locate a policy with the information provided in this review. This complaint may be intended for Total Protect and not Total Home Protection. We are not affiliated with Total Protect/Cross Country/HMS in any way. 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. 4th, 2020
Verified Customer
Review Source
John J Rockaway, NJ
Haven't had the pleasure to use them yet and it took a long time to receive my written contract
8 years ago
Verified Customer
Review Source
Guy Sasanfar
This Company has the worst possible Customer Service, I have ever experienced!
6 years ago
Verified Customer
Review Source
Dan
Still waiting on reimbursement from a previous claim
6 years ago
Dee
Be prepared for "Claim denied due to pre-existing condition"
8 years ago
Anonymous Madison, AL
My customer service experience was not good
7 years ago
