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Total Home Protection
Total Home Protection
Call toll free
(732) 520-4474
Overall Satisfaction Rating
3.31/5
  • 5 stars
    254
  • 4 stars
    48
  • 3 stars
    19
  • 2 stars
    12
  • 1 stars
    164
Based on 497 ratings submitted in the last year
SHOW RATING DISTRIBUTION

Total Home Protection

ConsumerAffairs Accredited Brand

Total Home Protection strives to be the best in the home warranty industry. We have products and services that provide fast and efficient solutions. Total Home Protection promises to go above and beyond to help you get back on your feet. THP offers two plans for you to choose from that work with your budget. Regardless of age, make or model, we will cover repair or replace your covered items. Our technicians are licensed, pre-screened and insured to take care of your replacement or repair. Visit our website today for a free quote!

BOTTOM LINE

Total Home Protection offers competitive home warranty services. The plans are not available in every state, but they offer solid coverage plans to their served areas.

PROS

  • Ability to add additional systems and appliances
  • Quality coverage

CONS

  • Not available nationwide

Top Total Home Protection Reviews

Rated with 5 stars
02/18/2019
Verified Reviewer Verified Buyer

I haven't been a customer for long but the amount of time and energy I've saved so far has been unmatched. Total Home Protection makes the repair process as easy as it should be my oven has been fixed to perfection for the cost of just a $45 deductible. I'm very impressed.

Read Full Review
Rated with 5 stars
03/13/2019
Verified Reviewer Verified Buyer

I submitted a claim with them online for my stainless steel dishwasher and they were very nice and they got it within 10 hours. Then the guy called me back, made the appointment and they came the next day. It's now back to normal and doing great.

Read Full Review

Total Home Protection plans

Total Home Protection offers two plan variations for home warranty coverage. Both provide coverage for a mix of systems and appliances.

  • Gold: Covers 15 items, including systems like plumbing and appliances like dishwashers.
  • Platinum: Covers 20 major home systems and appliances. In addition to the 15 items covered by the Gold plan, the Platinum plan covers more key appliances like refrigerators and systems like heat and AC.
  • Optional coverage: Additional items are available to add on to either plan, including items like pools and spas, water softeners and septic systems or additional appliances and systems like a second refrigerator or A/C unit.

Total Home Protection cost

Total Home Protection advertises plans as low as $1 per day. Because prices may vary by your location, home size and selected plan, the best way to get an accurate cost is to request a quote from Total Home Protection. Luckily, they make this easy with a simple online form.

Total Home Protection coverage

Between their two plans and add-on coverage, a Total Home Protection home warranty provides coverage for most major systems and household appliances.

The Gold plan covers the following systems and appliances:
  • Built-in microwave
  • Ceiling/exhaust fan
  • Cooktop
  • Dishwasher
  • Ductwork
  • Electrical system
  • Garage door opener
  • Garbage disposal
  • Oven/range/stove
  • Plumbing stoppage
  • Plumbing system
  • Sump pump
  • Trash compactor
  • Whirlpool bath
  • Water heater
The Platinum plan covers the following systems and appliances:
  • Air conditioning system
  • Built-in microwave
  • Ceiling/exhaust fan
  • Clothes washer/dryer
  • Cooktop
  • Dishwasher
  • Ductwork
  • Electrical system
  • Garage door opener
  • Garbage disposal
  • Heating systemm
  • Oven/range/stove
  • Plumbing stoppage
  • Plumbing system
  • Refrigerator
  • Sump pump
  • Trash compactor
  • Whirlpool bath
  • Water heater
You can also add on optional coverage to your plan at a per-item fee for the following:
  • Additional A/C system
  • Additional heating system
  • Additional water heater
  • Additional garage door opener
  • Additional spa
  • Central vacuum
  • Ice maker
  • Limited roof leak
  • Pool/spa
  • Second refrigerator
  • Septic system
  • Septic pumping
  • Stand-alone freezer
  • Sump pump
  • Water softener/li>
  • Well pump

875 Total Home Protection Consumer Reviews

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Rated with 5 stars
Verified Reviewer Verified Buyer
Original review: June 13, 2019

We were selling our house and the guy was testing the sensors on the side. He hit the button for the garage door to close but then he walked through just to test the sensors, the garage door went up and the sprocket flew off. The garage door is supposed to go up if anything’s in the way for the garage door going down. I called the number to make a claim and the rep was friendly. It was 24 hours that the contractor was supposed to call us to set up an appointment time. I got an email too saying who it was gonna be. I think it was the owner of the company who actually came to fix it. He was great, nice, and he explained everything. Overall, it’s been good so far. I've only had to submit one claim and Total Home Protection followed through from what they told me. We also chose them for our new home here in Missouri.

Total Home Protection response

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. 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.

Be the first one to find this review helpful
Rated with 1 starResolution In Progress
Verified Reviewer
Original review: June 12, 2019

We purchased 2 separate policies for 3 years each, until 2021. We had a washer machine motor burn up, call and they dispatched Sears serviceman whom was excellent. He called Total Home Protection and advised them of the motor was not repairable or replaceable. We call Total Home Protection 12 days after and they never received Sears report, so I called Sears and uploaded the technician's report and called back to let them know how to do their job. The manager of the warranty claims department called and advised us that they aren't going to replace our washer and they will be sending us a check $150.00 for a $800.00 dollar washer, BS. DON'T buy. They LIE. Keith ** Hawaii

Total Home Protection response

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 consumer placed a claim for the clothes washer on 5/16/2019 stating sparks were flying from the washer when in use. The vendor reported that the failure was due to running water that starts coming from the motor drum. The representative from the vendor’s office also reported that the part needed to completed the repair is no longer available. Per our policy, when a part is no longer available we will send a cash payment in the amount of the average cost of parts and labor of the covered repair. Please see the referenced section of the policy below:

VII. GENERAL LIMITATIONS OF LIABILITY

U. We have the sole right to determine whether a covered system or appliance will be repaired or replaced. We are responsible for installing replacement equipment of similar features, capacity, and efficiency, but not for matching dimensions, brand or color. We are not responsible for upgrades, components, parts, or equipment required due to the incompatibility of the existing equipment with the replacement system or appliance or component or part thereof or with new type of chemical or material utilized to run the replacement equipment including, but not limited to, differences in technology, refrigerant requirements, or efficiency as mandated by federal, state, or local governments. If parts are no longer available, we will offer a cash payment in the amount of the average cost between parts and labor of the covered repair. We reserve the right to locate parts at any time. We are not liable for replacement of entire systems or appliances due to obsolete, discontinued or unavailability of one or more integral parts. However, we will provide reimbursement for the costs of those parts determined by reasonable allowance for the fair value of like parts. We reserve the right to rebuild a part or component, or replace with a rebuilt part or component.

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 increased the original amount to $300.00 which was accepted by the consumer.

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.

Sincerely,
Cherish Payne
Total Home Protection
Toll Free: (800) 545-0402

www.totalhomeprotection.com

2 people found this review helpful
Rated with 5 stars
Verified Reviewer Verified Buyer
Original review: June 12, 2019

Chris ** was a great sales rep. I purchased the 3 year Platinum plan and referred my sister as well, who also purchased the same plan I did. I also referred my neighbor, not sure if she purchased or not. My only complaint is that I have not received my policy in my email yet. I spoke to another Rep this morning who was going to email me the policy, but I haven't received it yet.

Thank you,

Joanna

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Total Home Protection response

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. 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.

Be the first one to find this review helpful
Rated with 1 starResolution In Progress
profile pic of the author
Verified Reviewer
Original review: June 11, 2019

Our heat pump went out which means that we have no heat or A/C. Called in a claim for it and they sent out a technician which cost us $60.00. He wrote that the compressor unit was 5 pounds low on freon and had a possible leak. We had an independent company come out and they reported the unit was bad and needed to be replaced. At this point we could never get through to the customer service agents anymore and they never called back when we left messages. Our opinion is that this is a very bad company to do business with and they only want your money. Don't believe the hype!

Total Home Protection response

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 consumer placed a claim for the air conditioner on 5/28/2019 stating that the unit was not turning on. The vendor reported the failure was the unit was leaking, missing 5 pounds of Freon, and required a leak detection test. Per our policy, this type of test is excluded from coverage. Please see the referenced section of the policy below:

V. COVERAGE

A.Air Conditioning System

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; filter driers; 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; failures due to open windings, line restrictions, filter driers; 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 provide good customer service, a free service charge fee has been applied to the consumer’s policy which will be applied to a future placed 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.

Sincerely,
Cherish Payne
Total Home Protection

Toll Free: (800) 545-0402

3 people found this review helpful
Customer increased Rating by 4 stars!
Verified Reviewer
Original review: June 11, 2019

They do not cover what they tell you on the phone. If they feel it is in their best interest they will give you a cash settlement pennies on the dollar for you broke appliance. It is about the same amount as the service call you just paid. This company is very misleading and shrewd. Please Please save you money. Don't use this company. This is why they are not allowed in all 50 states. There are better honest companies out there.

2 people found this review helpful
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Rated with 5 stars
Verified Reviewer Verified Buyer
Original review: June 11, 2019

I had coverage with something that TXU, our utility company, had provided for the air-conditioning and heating systems. But I found out that Total Protection gives you protection for other things like appliances as well, so I wanted them. I’ve only had one claim for a dryer where the heating was out on, and it was handled satisfactorily. They were prompt to get someone here, and they looked at what had to be done. They called the company and approved the payment for it, and we got it done.

Total Home Protection response

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. 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.

Be the first one to find this review helpful
Rated with 5 stars
Verified Reviewer Verified Buyer
Original review: June 10, 2019

The igniter on my stove stopped working. I called Total Home Protection and they made an appointment. The contractor was very efficient. He came in, looked at the stove, saw what the problem was and let me know. He had to go to an appliance store to pick up the part and came back and installed it. The stove has been working perfectly fine and I haven’t had a problem. That was my first time putting in a claim, and so far, so good. I will recommend Total Home Protection.

Total Home Protection response

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. 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.

Be the first one to find this review helpful
Rated with 5 stars
Verified Reviewer Verified Buyer
Original review: June 9, 2019

I had one incident and Total Home's contractors came out and worked. The air conditioning had stopped cooling and I filed a claim online. The contractor was very professional and everything went smoothly. The issue was fixed and the air conditioning is still working now.

Total Home Protection response

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. 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.

Be the first one to find this review helpful
Rated with 1 starResolution In Progress
Verified Reviewer Verified Buyer
Original review: June 8, 2019

I haven’t had my freezer for well over a month now and I've had to buy a portable. So I’m not very happy with this company that Total Home Protection sent out to me. I had the people come out and I gave them the $60. The part is here but when they tried to get in Total Home Protection's portal, they couldn't get in. I think they refused to do it then they said the claim was closed. They made their $60 easy and they just wouldn't deal with it anymore. Every time I've tried to call the contractor, the lady says the account is closed and she hangs up on me. She is very rude. I called in to Total Home Protection and spoke with a gentleman. He said he would take care of everything but nothing has been done since. Plus when I call in, I'm on hold for an hour. I don't know what to do at this point. Actually, I was thinking about cancelling my subscription.

Total Home Protection response

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 consumer placed a claim for a refrigerator on 5/1/2019 stating the unit would not turn on. A vendor was assigned and reported the failure was the temperature control module had failed and needed to be replaced and authorization was given to complete the repair. The consumer informed us there was trouble reaching the assigned vendor to schedule an appointment to complete repair. After numerous attempts, Total Home Protection was unable to reach the vendor as well. The claim has since been reassigned, and the consumer has an upcoming appointment this week.

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, a free service charge fee has been added to the policy which will be applied to a future placed 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.

Sincerely,
Cherish Payne
Total Home Protection
Toll Free: (800) 545-0402

www.totalhomeprotection.com

Be the first one to find this review helpful
Rated with 1 star
Verified Reviewer Verified Buyer
Original review: June 7, 2019

Claim manager reached out to me through email regarding update on a claim requesting I make contact. I have called seven times and left messages six. I also sent a reply to the original email sent to me and still no response. All I would like to know is, is my claim being honored or do I need to make personal arrangements to acquire a technician?

2 people found this review helpful
Rated with 5 stars
Verified Reviewer Verified Buyer
Original review: June 7, 2019

The salesman Tracy, was very helpful and explained everything very clearly. He was able to answer all my questions. I have a limited income and he was able to work with me to fit this plan into my budget.

Total Home Protection response

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. 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.

Be the first one to find this review helpful
Rated with 5 stars
Verified Reviewer Verified Buyer
Original review: June 7, 2019

Pleased to have spoken to Joseph. Have had many calls with offers from other companies and sales reps annoyed me and were so pushy. Joseph was professional and explained everything thoroughly and answered all my questions with pleasure! Keep up the good work!

Total Home Protection response

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. 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.

Be the first one to find this review helpful
Rated with 5 stars
Verified Reviewer Verified Buyer
Original review: June 7, 2019

When you’re a homeowner, you should always have a warranty on your stuff in your home. I had a company before Total Home Protection but they were charging me too much money. They were charging me $100 for my service fee whereas Total Protection was only charging me $45. My oven was leaking gas when I called the gas company out and they said I would need to call and get my stove fixed. Something was wrong with it. They also cut my stove off. That’s why I called Total Home Protection and they were good. They weren’t tripping.

It’s usually 48 hours that I can expect a contractor out and the one who came out for the oven was a really nice old man. He did an excellent job. Even the gas company, when they came back out, said he did an amazing job. Before the repair, I couldn't cook and I cook three meals a day because I take care of my grandmother who’s 95 years of age. So the issue affected me. But everything is good now. It was a good experience.

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Total Home Protection response

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. 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.

Be the first one to find this review helpful
Rated with 1 star
profile pic of the author
Verified Reviewer
Original review: June 6, 2019

This company is incompetent at best and fraudulent at worst. I got them to send a technician to fix my gas range - it lasted for two-month, The company did not fix the problem correctly and led to another breakdown. A second call took two months and had to get a contractor on my own to fix the problem correctly. They offered to reimburse me. The charge was $250 - they only would reimburse me $90. Now they say I did not agree to their terms since I complained about the reimbursement amount. This is my fifth call trying to get it accepted. I cannot warn you enough NOT to go with Total Home protection.

4 people found this review helpful
Rated with 1 starResolution In Progress
profile pic of the author
Verified Reviewer
Original review: June 5, 2019

Worst home warranty on the market. Completely liars. I submitted 3 claims and all were denied for very nebulous reasons. My garage door was denied because "it was installed improperly". This was an opener that was installed by Sears over 10 years ago. **. The other one was because my inside freezer was moved into the garage. Only covered if it is in the house. Don't waste your money.

Total Home Protection response

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 consumer placed a claim for the refrigerator on 12/13/2018 stating there was ice buildup in the freezer. During the initial call, the consumer advised the unit is located in the garage and also that the unit is a free standing freezer. Per the policy, the refrigerator needs to be located in the kitchen, and the consumer did not have the optional coverage for the stand alone freezer. Please see the referenced section of the policy below:

C. Refrigerator (Platinum Plan Only)

Note: Refrigerator must be located in the kitchen.

COVERED: All components and parts, including integral freezer unit, except:

NOT COVERED: Racks; shelves; glass; lighting; handles; doors, door seals, hinges, and gaskets; Freon; disposal and recapture of Freon; ice makers, ice crushers, beverage dispensers and their respective equipment; water lines and valve to ice maker; line restrictions; leaks of any kind; maintenance; interior thermal shells; freezers which are not an integral part of the refrigerator; wine chillers or mini refrigerators; food spoilage; noise without a related mechanical failure; multi-media centers and internet connection components.

The consumer then placed a claim for the garage door opener on 4/5/2019 stating it was opening and closing intermittently. The vendor reported the failure was due to the opener being improperly installed. The consumer did not agree with this diagnosis and advised they would be getting a second opinion. On 5/30/2019, the consumer advised the repair was done to the garage door opener and submitted an invoice for reimbursement. Per our policy, we do not reimburse for work done without a prior authorization. Please see the referenced section of the policy below:

III. REQUESTING SERVICE – CALL (800) 545-0402

C. We have the sole and absolute right to select the Service Contractor to perform the service. We will not reimburse for services performed without its prior approval.

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 $100.00 as a gesture of good faith towards the cost of the repair, which was accepted by the consumer.

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.

Sincerely,
Cherish Payne
Total Home Protection

Toll Free: (800) 545-0402

2 people found this review helpful
Rated with 4 stars
Verified Reviewer Verified Buyer
Original review: June 5, 2019

The fan in the bedroom was starting to make weird noises and it started smelling like it was burning, and we were beginning to see it light up like a lantern. It was easy enough putting the claim in. But when I first put in the claim, even if it's an automated process it would have been nice if they said they've received the claim and they're gonna have someone else reach out to me. I didn't hear anything. And then all of a sudden, they called me to schedule. On Total Home's end, they didn't seem to be that available. But they got it done. The fan works.

Total Home Protection response

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. 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.

Be the first one to find this review helpful
Rated with 5 stars
Verified Reviewer Verified Buyer
Original review: June 4, 2019

Joe explained everything in detail. He was very kind and helpful. I feel like I got a good deal. I have peace of mind that having this coverage will save me money in the long run. I enjoyed talking to Joe.

Total Home Protection response

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. 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.

Be the first one to find this review helpful
Rated with 1 starResolution In Progress
Verified Reviewer Verified Buyer
Original review: June 4, 2019

I have two policies for two house. The last time I had a claim with Total Home Protection, I was there for the clothes dryer and only the switch was dead. That was supposed to be 30 seconds but it took two weeks to fix it. Recently, the AC did not on. I opened a ticket online yesterday, but I don’t think they're gonna do it. I kept calling them and they said they have not assigned it to any tech yet.

They take forever to assign a tech and then the tech take forever to make a schedule. For the dryer, when I called the techs, they said they were not available and on the day they were available, I couldn't come. Then, they showed up and they said they don’t have parts and that they have to wait for the parts orders. The switch is anywhere. They can go to Home Depot or any store, they sell it. I don't know why it took two weeks. I had a different warranty before and it's bad, but it's not this bad. I thought this one would be better. I pay for three years, for two policies. And now, I'm thinking about canceling it and getting back the money as much as I can. Because it's no use unless they make sure everything works better. The way they work right now, I don’t think they're gonna be good.

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Total Home Protection response

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 consumer placed a claim for the clothes dryer on 2/3/2019 stating that the dryer was not coming on. A vendor was assigned on 2/4/2019, and the consumer as well as the vendor were sent email notifications of the assignment. The vendor reported the failure was with a bad door switch. On 2/11/2019 the diagnosis was submitted and authorization for the repair was given. The vendor advised the part needed to be ordered, which can take anywhere from 3-5 business days to arrive.

The consumer then placed a claim for the air conditioner on 6/3/2019 stating the unit was not turning on. The consumer called in 2.5 hours later to cancel the claim. The consumer placed another claim online for the air conditioner again, this time on 6/9/2019, stating the coil was frozen. A vendor was assigned on 6/12/2019. We have yet to receive a diagnosis for this claim. If the consumer still requires assistance with this claim, we encourage him to call in to our customer service department for further assistance.

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, the service charge fee for the air conditioner claim will be waived.

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.

Sincerely,
Cherish Payne
Total Home Protection

Toll Free: (800) 545-0402

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Rated with 5 stars
Verified Reviewer Verified Buyer
Original review: June 3, 2019

Tony, my sales associate was very informative and professional. Explained everything so that I could understand since I am a senior citizen. Decided it was something I needed. Thank you Tony. Now I won't have to worry about things breaking.

Total Home Protection response

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. 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.

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Rated with 5 stars
Verified Reviewer Verified Buyer
Original review: June 3, 2019

A real person actually answered the phone and spoke English that I could understand. Very easy to deal with. Since I just purchased the warranty have not had a chance to use it and hope I don't have to. Coverage was tailored to suit me and covers almost everything. If I have to use it, I feel that it will be handled professionally.

Total Home Protection response

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. 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.

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Rated with 5 stars
Verified Reviewer Verified Buyer
Original review: June 2, 2019

Joseph was very informative. He asked about being a senior so that saved us some money. He stayed with me until I got the email confirmation. Great customer service. He answered all my questions thoroughly. He waited patiently while my husband and I discussed beginning the service. Like that we can use our own specialists. Like that there’s 24/7 service available. Each plan was explained and additional options were listed for me.

Total Home Protection response

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. 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.

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Rated with 5 stars
Verified Reviewer Verified Buyer
Original review: June 2, 2019

We purchased a one year warranty on our home last week at the price of $450. Our salesperson was Donald and he was great. However, we still have not received any info on our warranty policy. We have no policy # or anything on it. We would appreciate it if you would forward that information to us ASAP so that we can make sure everything is in order. Thanks for your time and consideration in this matter. Debbie

Total Home Protection response

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. 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.

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Rated with 1 starResolution In Progress
Verified Reviewer Verified Buyer
Original review: June 2, 2019

I paid for the plan, was promised to get my account info in email, instead got an email on refer a friend program. Asked for information on my account, received no reply. Trying to get my account number, not successful so far.

Total Home Protection response

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. 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. Please be advised we will be printing out a copy of the consumer's policy and mailing, as well as send another email with the policy information as well. Sometimes the email goes to the spam/junk mail folder.

In an effort to provide good customer service, a free service charge fee has been added to the consumer's policy to be used on a future placed claim. If you have any questions, please contact Customer Service during normal business hours at 1-800-545-0402.

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Rated with 5 stars
Verified Reviewer Verified Buyer
Original review: June 2, 2019

We had Service America and the last time I used them, they were good but they went out of business. I shopped online, made some comparisons and read some reviews. Total Home responded fast and it went well. The person that I was working with was able to answer my questions and matched others that would give me certain extra months. The word is incentive.

One night, the air conditioning was making noises outside and I had to turn it off and restart it. It stopped doing that but then one night, I came home and the air conditioner was never cooling enough to the temperature we set it at. In the end, the technician checked everything in the system and added more Freon. He also added a thermostat. They thought that would maybe help but I don’t think the thermostat is working properly. There’s a calibration in there and the thermostat is not regulating right. Also, the service technician had to use the phone to translate. He did not speak any English at all. My partner was here and he speaks a little Spanish, but the tech still had to call his boss all the time and translate. I had to get on the phone with his boss but he did a great job.

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Total Home Protection response

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. 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.

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Rated with 5 stars
Verified Reviewer Verified Buyer
Original review: June 1, 2019

It was getting warm out and I wanted to turn on my ceiling fan in the living room but it wouldn’t go on. The light would go on but the fans wouldn’t turn. I called up Total Home Protection and told them what the problem was. They said they were going to email or call me with the name of the person but I never got that email. I called them back and they gave me the name and the phone number. They also had the company call me. The contractor who came out was very nice. He was great. And I was shocked. He was here at about 8:00 in the morning and by 10:00 o’clock in the morning, he had gone, gotten a new ceiling fan and then installed it.

Total Home Protection response

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. 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.

Be the first one to find this review helpful
Rated with 1 starResolution In Progress
Verified Reviewer Verified Buyer
Original review: May 31, 2019

I hate this company and want my money back. I need to protect my home and my bank account as well because after this company get your money you become a nonfactor. You can no longer get your alls answered or returned and the policies don't cover anything. Not return phone calls. Ashley at ext ** is a poor excuse for a supervisor. She never answers the phone. Thank god for Willie the resolution manager.

Total Home Protection response

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 consumer placed a claim for the air conditioner on 5/18/2019 stating the unit was not cooling and then not turning on at all. The vendor reported the failure was with the damper stating closed for the upstairs, the unit freezing up, as well as having dirty and impacted coils. Per our policy, this failure is excluded from coverage. Please see the referenced section below:

V.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 provide good customer service, the consumer was offered $100.00 to help with the cost of repair as a gesture of good faith, which was accepted.

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.

Sincerely,
Cherish Payne
Total Home Protection
Toll Free: (800) 545-0402

www.totalhomeprotection.com

3 people found this review helpful
Rated with 1 star
Verified Reviewer
Original review: May 31, 2019

We currently have been without AC for almost two weeks! It took almost a week to even get anyone out to our house to look at our AC. The first person that came out said the unit needed to be replaced due to it being worn out (20 years old). THP was not satisfied by his report and sent another technician. This guy wanted to rip into my duct work at the cost of $500, which THP was not willing to pay for. So now we sit, without AC and still have not heard anything from THP! Don’t use this company. BTW, I have had them for about 1 1/2 years and have never had a claim. They will do ANYTHING to get out of paying. We have had 2 independent HVAC companies come and look at it, just to verify that the unit is just worn out! Both companies are very reputable in our area; both refuse to work with THP because they won’t treat people very good! That says a lot....

3 people found this review helpful
Rated with 4 stars
Verified Reviewer Verified Buyer
Original review: May 31, 2019

I like the value and coverage of Total Home Protection and I’ve been with them for four months. I submitted the claim for the timer over the phone and the rep gave me notice when he was coming. He was there on time. I wasn’t even home when he came here because I had something to do, so he went and fixed it and he left. Since then, the timer has been working fine. The pool coverage isn’t the greatest in the world. I wish I could modify a little bit more, but it is what it is. It could be better but I would recommend Total Home.

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Rated with 1 star
Verified Reviewer Verified Buyer
Original review: May 30, 2019

Total Home Protection's agent lied to get me to buy the warranty, now I'm stuck with a washer that doesn't work. I paid 420.00 for a 14 month warranty. THP claimed they can't find the part needed to repair my washer, so they want to send me a check for 180.00 for my buyout. The customer ser vice rep told me that THP offered guaranteed service, no contract, that they would repair or replace and that I could cancel at any time. I have called my claims manager several times, and she has yet to return my phone call. I finally got with a resolutions manager, and he was very demeaning. I told him that if I had to buy a new washer, then I wanted a refund on my warranty. He stated that I would only get 150.00 back on my warranty which went into effect on 3/7/2019. I'm very dissatisfied with this company and will never recommend them to anyone!!! Shame on THP for their sorry service!!!!

Total Home Protection response

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 consumer placed a claim for the clothes washer on 5/7/2019 stating the unit was not advancing through the cycles. The vendor reported that the failure was with the pressure switch and the main control board. After trying to source the parts needed for repair, it came back that the part is no longer being produced by the manufacturer. When a part is no longer available through the manufacturer we send the consumer a check for the average cost of parts and labor to put towards the purchase of a new unit. Please see the referenced section of the policy below:

VII. GENERAL LIMITATIONS OF LIABILITY

U. We have the sole right to determine whether a covered system or appliance will be repaired or replaced. We are responsible for installing replacement equipment of similar features, capacity, and efficiency, but not for matching dimensions, brand or color. We are not responsible for upgrades, components, parts, or equipment required due to the incompatibility of the existing equipment with the replacement system or appliance or component or part thereof or with new type of chemical or material utilized to run the replacement equipment including, but not limited to, differences in technology, refrigerant requirements, or efficiency as mandated by federal, state, or local governments. If parts are no longer available, we will offer a cash payment in the amount of the average cost between parts and labor of the covered repair. We reserve the right to locate parts at any time. We are not liable for replacement of entire systems or appliances due to obsolete, discontinued or unavailability of one or more integral parts. However, we will provide reimbursement for the costs of those parts determined by reasonable allowance for the fair value of like parts. We reserve the right to rebuild a part or component, or replace with a rebuilt part or component.

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.

Sincerely,
Cherish Payne
Total Home Protection
Toll Free: (800) 545-0402

www.totalhomeprotection.com

2 people found this review helpful
Rated with 4 stars
Verified Reviewer Verified Buyer
Original review: May 30, 2019

The gentleman on the phone was patient and explain all the question I had. I not a fan of paying for a visit, but, not all deals are perfect. I think I got a good deal and GREAT coverage. I would suggest using Total Home.

Total Home Protection response

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. 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.

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Total Home Protection’s coverage exclusions

In the Total Home Protection contract they provide a full list of coverage exclusions. Pre-existing conditions are not covered, which is standard to most home warranty contracts. Additionally, there may be parts or components of covered items that are excluded from coverage. For example, while Air Conditioning Systems are covered under the Platinum plan, replacement filters for those systems are not provided as part of that coverage. With appliances, you’ll often see items like knobs, dials, shelving and any removable accessories excluded from coverage as well.

In the event that a claim is denied due to a coverage exclusion, you have a right to get a second opinion from another service provider.

Total Home Protection’s coverage limits

Total Home Protection places coverage limits on certain items. This is the maximum dollar amount they will pay out per contract term for specific items. If the cost of a repair or replacement exceeds this amount, you would be responsible for covering the remainder of the cost yourself.

Total Home Protection’s per contract term cap is $1,500 for “access, diagnosis, repair and/or replacement” of all covered items. In addition, they have set coverage limits per item in certain areas.

ItemTotal Home Protection coverage limit
Refrigerant$10 per pound
Lawn sprinkler systems, refrigerator ice maker, septic tank pumping$200 per term
Ceiling and exhaust fans$400 per term
Ductwork, electrical system, limited roof leak, plumbing system and stoppages, pools and spas, septic system, sump pump, water heater, water softener, whirlpool bathtubs$500 per term

If a plumbing claim requires a service provider to break through walls or ceilings to make the repair, Total Home Protect will also cover up to $500 per claim to get the wall or ceiling back to a rough finish by hanging or patching drywall.

How to request service from Total Home Protection

You can file a claim 24/7 online or by calling the Total Home Protection claims department toll-free.

  1. Submit your claim to Total Home Protection.
  2. Total Home Protection assigns one of their approved service providers to your case within two business days (four on weekends and holidays).
  3. The service provider will contact you to schedule your appointment.
  4. You will pay your trade service call fee (this will be specified in your contract, typically $60).

Total Home Protection guarantees labor for 30 days and parts for 90 days. Should a failure occur due to the labor provided on your repair within 30 days, Total Home Protection will send another technician out to fix the problem at no additional cost to you.

Total Home Protection FAQ

What states does Total Home Protection cover?
Total Home Protection covers 39 states. At this time, coverage is not available in California, Iowa, Maine, Massachusettes, Nevada, New York, North Dakota, South Dakota, Vermont, Washington or Wyoming.
Is there a limit on the number of claims?
There is no limit on the number of claims you can make during your contract term. However, there may be dollar limits and caps on covered items per contract term.
How do I cancel Total Home Protection?
If you cancel within 30 days of ordering, you will receive a full refund. Cancellation after 30 days will receive a pro-rated refund for the remainder of the contract and a $50 cancellation fee.
What happens if a covered item cannot be repaired?
If an item cannot be repaired, a replacement will be provided. If the cost of a replacement exceeds your coverage limit cap, Total Home Protection may provide a cash payout instead.

Is Total Home Protection worth it?

Total Home Protection provides plenty of coverage for homeowners. With monthly costs in line with the industry average and a below-average service call fee, we think Total Home Protection is worth it for homeowners looking for extra protection for their appliances and systems. A warranty can pay for itself with one repair.

Total Home Protection Company Information

Social media:
Company Name:
Total Home Protection
Address:
325 Chestnut Street Suite 800
State/Province:
PA
Postal Code:
19106
Country:
United States
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