Total Home Protection

I filed the claim with Total Home and the issue has not been fixed yet. It took me a while to contact them and it also took time for them to call the contractors to come out. But after I got to speak to somebody, they reacted pretty good. They called me and set me an appointment with a technician two times. The tech was supposed to come that day but they said they had to release him for some other reason. They got another guy to come in within 48 hours after I called about the issue.

With Total Home, they said they're gonna take care of everything other than the parts that are unfixable. The tech saw that the unit needed some electric wire. He did what he was supposed to do and I had no problems with him. He ordered a part. He called me Saturday and said the part was in. Now, I am waiting for him to come and finish it up.

When I called about a leak around the seal of the toilet, a drippy sink faucet and an outside faucet that was dripping, they didn’t give what I wanted, but I had great service. I thought they covered all the plumbing, however, nothing was covered but the toilet seal. They put a new seal on the toilet and fixed the leak. The contractor was quick. He was young but he knew what he was doing and talking about. Everything was done within an hour. Once he diagnosed what he thought the problem was, he turned the water off, disconnected the toilet, put a new seal in and put it all back together.

A week went by and I called him. He said, “Well, we gotta get approval and after approval, it’s gonna be a little while to get the part.” 10 days went by and I called him up. He said they were waiting for the part. It’s one of those parts that you can go down to the store and pick it up. Amazon has them so I was wondering what the the problem was. I figured that the guy probably had a bigger job that he’d make more money on so he just put mine on the back burner or someone did. I just got fed up and I called back. I said, “You know, if this is what’s gonna be happening, I want my money back. You can keep the year.” They never came back out so I had to turn around and talk with one of the representatives. He said that they had authorized the guy to fix it, so it wasn’t really their fault that they were taking their sweet time fixing it. They made the agreement that they would send me the money, but I haven’t gotten it yet.

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.

Right now three months have passed and my washing machine needs a fix. I had to call them 3 times. Every time they make an appointment with a technician, that technician contacted me to cancel the appt saying Total Home Protection NEVER PAY them. I am in the 3rd week now, with the 3rd technician turning down the appointment, with many hours spent on the phone just to fix my washing machine! Can't imagine if I had a bigger problem going on.

Since the problem is not fixed, after many calls to managers that can't do anything to help you, I am now trying to cancel the plan. Of course they want to charge me for the months my house was "covered" (which I'm willing to accept) and to charge me a cancel fee... Really??? Do I have to pay for something that is their fault??? Should I pay them a cancel fee because they are unable to offer the service they promised??? Give yourself a favor. STAY AWAY FROM THIS COMPANY!!! Call your local technicians and ask them which Insurance really works. This is a TOTAL SCAM!

I paid the required fee and he informed me he would contact total home on Monday to get approval for the repair. I heard nothing for a week. I contacted the tech around 6/2 and was told he was waiting on the part, he would contact the dealer today, get the part and let me know when he would be out to fix the item. I heard nothing after that so I contacted Total Home Customer service around 6/8 about the issue, the representative on the phone told me he didn't see where the repair tech ever submitted for repair authorization so he reached out to the tech who told him he was going to submit the information in 10 minutes.

I contacted Total Home again on 6/11 and was told the information still wasn't submitted and the authorization department would be following up with the tech, and as soon as it is authorized someone will reach out to me. I work in customer service and a customer shouldn't have to chase a company to fulfill their contracted obligation. When it's time for them to get paid the take my agreed upon amount without issue thus I am paying for a service that I can't utilize, I guess that makes me the dummy, BE WARY of this Company.

One time, it was established that it was not draining, and I requested what the contract said; that if it could not be fixed, it would be replaced. I was then placed on hold again for another 40 minutes. Yesterday, I called back again. I was able to determine that they were told there was no problem with my dishwasher as it was running fine. The same guy denied he told me it was indeed not working before. He lied. Also, Mike ** lied. I was told they have to believe him, or if I wanted to, he could come back if he wanted to, or I could get my own 2nd opinion.

I told them I did not wish him to return as he was very unprofessional on first visit, bringing someone with him who just stood there, looking around my house. He also offered to sell me something of his own. My contract read that if my dishwasher could not be fixed, it would be replaced with one of equal value. This is what this company was avoiding. I then requested a cancellation on my account. After 40 more minutes on hold, I was able to talk to a resolution center, who tried to get me to gather a 2nd opinion. I finally have a cancellation confirmation in my email to bring to my bank as I do not trust them.