Total Home Protection

Recently, I filed a claim because I noticed that the refrigerator was on the blitz. and they just came out and fixed it for the $75 agreement. I got it repaired within about three days because that part had to be ordered for the refrigerator. It was a good experience when I filed the claim. By and large, they got on it. They assured me that somebody would be out there and assigned to it, and I told them how the process worked. Everything was fine. They were pretty prompt and they called me in plenty of time for me to be ready for the person coming on the day that they said they were coming once got they got the part. The contractors were really good too. That guy was a young-ish guy. He came in. He was very nice and he got in here and he did it within 30 minutes. He explained what he was doing and he went ahead and just hooked everything up and it's fine after that. It's been good. I've had no issues with the refrigerator since that time.

I was really well pleased with the service that I got for the price. This is the first time I've ever owned. So, going into it, having the repairs and everything, but knowing that I had a pretty solid protection on my electrical, my plumbing, my appliances, those things that I really felt that I was covered on that. Especially, going forward, that also includes my heat and my air conditioning and making all the way up to 100 feet to the sewer line in the front of the house. And the electrical panel too. All those were really important to me being a homeowner, even though I had an inspection that came back clean. Who knows what awaits you. So, I was glad to have that and I do thoroughly intend on keeping it next year.

We’re the type of family that once something goes out, we replace it. Some things are gonna last for a certain amount of time. But we’ve been lucky and we haven’t had anything major go wrong with anything we’ve owned. We were affected by Hurricane Isaac a while back. We’ve gotten new appliances and we’ve replaced things. Our home is not that old, so when our dryer had an issue, I thought it was just something minor. And it was. It was fixable. That was my first claim. We’ve been with them close to 2 years and I’ve got a second claim now.

We live in Laplace which is halfway between New Orleans and Baton Rouge, Louisiana. The contractor came from New Orleans. It was a little bit of a drive for him to come here. When I got the email, I contacted him. He didn’t reply immediately. He’s a busy guy, and it’s a small, local company so I gave him a little time. But I did hear from him by text that he would call me later. He was on a job. We did communicate and he was fantastic. He came by. Unfortunately, we had to go on vacation, so that kinda delayed our repair because we weren’t home. I did inform him that we were gonna be out-of-town because he ordered the part and said, “When the part comes in, call me, and I’ll come and install it.”

I had my child who doesn’t live here come by and check on the house and make sure everything was fine. When the part came, she said, “Mom, the part came. You can let your repairman know that it’s here so when you get back in town, you and him can make arrangements.” And that’s how it happened. He was awesome. He responded to my concern immediately. I’m very satisfied with the promptness and efficiency of the contractor that Total Home Protection sent. And I do highly recommend having this type of service because homeowners insurance doesn’t cover everything all the time. Total Home Protection is a good backup protection for our home.

Then he said the motor needed to be replaced but Total Home denied the claim. They said they would not cover it because the unit was in improperly. I had to get a second opinion and when the tech came out, he charged $350. But Total Home denied it again and kept saying the unit was in improperly. Then they said they'd cover my claim for just 200 instead of 350. I was so shocked. They also said that the second opinion was covered but I'd have to wait for 30 days. So, most the time, Total Home would say that the work is not covered but I don’t have that list of what's covered and what's not covered.

The third claim I had was about the water leaking in the toilet. It was all over the floor from the kitchen to the bathroom. I called in on a Friday morning and they said I'd get a response within 24 to 48 hours from the contractor. So even though I filed a claim on a weekday or a weekend, I'd still have to wait that long. The tech they assigned to me was 5 Star Construction and Total Home sent me his name, number, and email. I texted and called him but he didn’t respond.

So, I emailed him in the morning and he emailed me back around 3 o’clock. He said he could come over at that time but my tenant was not available until 8 o’clock in evening. So, I sent them each other's phone numbers and they scheduled the repair. So, at least the tech responded on the same day, Monday. And he said he could come by the end of the day at 5 o’clock, so that was good. Recently, we had an issue with the washing machine and dryer in my property in Georgia, Lawrenceville but Total Home hasn't fixed it yet.

All in all, my experiences with Total Home have been pretty good. But a lot of things surprised me. For instance, they don't respond right away and I have to wait for a long time to get a response from the contractor. I also have to contact them again. If I don’t call and I don’t do anything, my service request doesn’t get a response.

I had my garage door opener quit on me. I called them and they sent a technician to replace it. He told them the truth and the guy was very nice, very knowledgeable, and he was completely honest. However, it was alarming that while I was waiting for the Total Home Protect rep to decide what they were gonna do, there was so much hesitation on the other end of the line. It made me a little skeptical. I said, what am I signing up for here? They ended up replacing it but only because the installer said this thing was totally dead. Heaven forbid something else happens in a short span. But everything seems to be working fine.

However, I still don't know how everything works with them. I don’t have a policy from them. I don’t know what’s covered and what’s not covered, whether they just pay a percentage and then we pay the rest of an appliance or air conditioning. I couldn’t even remember who it was and then I had to go through bank records to find out who was taking the money every month. Then I finally found out then I called and verified. That was disappointing and I still don’t have the questions answered.

But the gentleman that came out fixed the garage door in a very timely manner and he’s also a plumber on the side. It wasn’t two weeks ago, I had him come out and fix a leak. I paid him directly, so it was a good thing he came out because that type of thing isn’t covered. He was more than fair, very good with what he did, and I would like to think that whoever Total Protect all send out in the future should there be an issue is as good as this guy was.

Normally, I hit the button when I’m leaving and then I hit the button when I’ve already backed out in the garage and think that the garage door is going down and that I would not worry about it. I had to start waiting to make sure if the door went halfway down, if it is gonna go all the way, or is it gonna go back up. I lost the confidence that it would close. Each time I go home and open the garage, it wouldn't work. And when I get ready to leave, it wouldn't close. I was very frustrated. But they fixed it and my frustration level is zero now. I have had good experience with Total Home Protection so far. I got the three-year policy and I hope they continue their services as expected.

Now My refrigerator stop cooling and I called report the problem, Tech come home he said he need to check with Total home protection and he will let me know next day. But he called called for few days then I called his company. They said they not approve to fix the problem, I called to customer care and they said they have signed the case manager for this claim and I need to talk to him. This happen in Oct. first week. 2019. I called to case Manager Tony ** and he said this cost them $600.00 so they cannot fix the Problem. Then I have ask him to cancel my left over warranty. And refund my money. Then he transfer me to other dept, Where I talked to Kevin, and he said, "Keep the warranty and we will pay you $150.00" and I can fix my Refrigerator. I got agree with him. But I never got the check for $150.00. Then I called back after month and some girl told me this take 4 to 6 week to send the check. But I never get the check.

I called back after 2 month in Dec, and ask for the check, The front girl telling me check is ready. They going to mail in this Friday. But I still never get the check. Then couple week ago I called again, and I talked to Keith ** and he said they will mail the check on Friday on 3rd. But I still have not got the check. I called again today and one guy pick up the phone. I ask his and he said he is from total home protection and not telling me name. I ask him for the check and he said they still need more time. I ask the person this been 3 and half month. This not enough time for them to send me the check and he said no.

With this logic, you are not covered for nearly 90 days since the day you sign up with Total Home Protection. There is no way of knowing that this is pre-existing except that I was told these parts wear out over time, but how is anybody to know that something was faulty. It is very disappointing to purchase a warranty to have peace of mind but in actuality they will state things like pre-existing to avoid coverage. Unfortunately this is my first claim BUT fortunately my last as I will be looking to cancel immediately and I would caution other against this company.

Today 1/9/2020 at 9:31am I missed a call from a Brittini ** at **. She requested that I give her a call back. On 3 separate occasions (11:14am, 11:18am and 11:35am) I called her and her phone just rang and then stated “mailbox is full.” I was then disconnected. Having no luck on Britney’s direct line, I called the 1-800 number and asked to speak with a supervisor. I was then told "All supervisors are out of the office until Monday”. Today is Thursday! Having no other choice I left a message for a call back from a supervisor.

At 11:55 am I received a return phone call from Ms. **. She told me that "my refrigerator would not be covered because there was a problem with my Ice maker and I did not purchase the additional coverage for a separate “ICE MAKER policy." I informed her that when I purchased both policies I was never told of a separate coverage for an "ICE MAKER ONLY POLICY". (Remember this company's name is “TOTAL HOME PROTECTION".)

Based on her response, I informed Britney that I will be recording this conversation, which she didn’t seem to show any concern about. I then explained to Ms. **, when I purchased these policies I specifically asked for everything to be included, due to my aging mother who is 83 and I needed assurance that her home would be protected. It was only after I was assured by the salesman did I purchase these policies. She stated that she would be willing to add this additional add-on service to my current policy for an additional cost. (My policy expires in less than 60 days) But she considered this a preexisting condition and would not honor my claim. Once again I explained to her that I was told by the Total Home Protection sales team prior to the purchase of this policy “EVERYTHING IS COVERED”. She then stated there is nothing she can or is willing to do to make me whole.

I then requested to speak with her supervisor. She brazenly stated that she is a supervisor/manager and the final authority on this matter. She also went on to state that she spoke for the CEO of the company and if that wasn’t sufficient I could take it up with the legal department which she gave me their email of www.info@totalhomeprotection.com (ONCE AGAIN I HAVE ALL OF THIS ON TAPE). I then stated that I felt the misrepresentation by Total Home Protection’s sales team and the claims department was credulous, deceiving and offensive. I also asked her whatever happen to “Customer service and satisfaction?” Once again she told me if I don’t agree with her decision I can take it up with legal.

Seeing that this was futile with Miss Britany I asked her if she was also denying my microwave claim. She stated ‘NO” but she would be willing to offer a $75 replacement cost for a 1.8 cubic inch Microwave. I explained to her that my unit was a 2.0 stainless steel Whirlpool microwave and not 1.8 and I could not find a replacement or comparable unit for $75. She then said she would be willing to increase the payment as a one time courtesy to $100, and then claimed she could find a replacements for $50 - $175 online.

I informed her that I had been looking online also and could not find a replacement for that price. I then asked her if could she please tell me where I find a 2.0 Whirlpool stainless steel microwave or equivalent replacement online for that price. She then told me she was not a salesperson and I would have to shop around for these prices on my own. Only after continual requests as to where she found these prices she RELUCTANTLY gave me 2 websites which I still can not find. (basteonds.com and budgetgoods.com)

In closing, I learned a long time ago that the cornerstone to every good business is their ability to treat their loyal customers fairly and truthfully. However, if Mrs. Britain ** behavior is conducive to Total Home Protection policies “RUN” do not be deceived, they are crooks. I welcome any correspondence or requests for my taped conversation.

Airline Pilot