ServicePlus (Formerly Total Home Protection) Reviews

1.3

1,957 reviews

5
5%
4
2%
3
0%
2
7%
1
86%

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Updated May 06, 2026

Edited by: Liz Bingler

About ServicePlus Home Warranty

ServicePlus Home Warranty offers two home warranty plans for customers to choose from, which cover major systems and appliances. It also offers optional coverage for additional systems, appliances or home features. Technicians are pre-screened for licensing and insurance to take care of major replacements and repairs.

Pros

Free online quote
Add-on coverage options
Large network of technicians

Cons

Not available in some states
Not transparent about monthly costs or fees

ServicePlus Home Warranty Reviews

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Page 5 Reviews 440 - 640

DanaFayetteville, NC

Verified purchase

PricePunctuality & SpeedRefunds & PayoutsStaff

Reviewed Feb. 9, 2021

My brother said Total Home Protection is awesome. He had some stuff go wrong and it didn't cost him very much to get it fixed considering what it would cost him out of pocket. Total Home Protection got it taken care of quickly. I signed up too and the process didn't take very long at all. The rep was great. I had a lot of questions and we went over the plans then I decided what plan to take myself. I've told quite a few people about Total Home Protection.

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Response from ServicePlus Home Warranty

March 4, 2021

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.

HarveySlidell, LA

Verified purchase

Customer ServicePunctuality & Speed

Reviewed Feb. 9, 2021

I have a claim and now, I've been waiting for my reimbursement. They said it's being processed, but why does it take so long? What could possibly take so long to be processed? I get the customer service number and they bounce me around like a ping pong. I've used Total Home Protection twice, and this is the second occasion. I will not be renewing because of the service. They take my money every month so quickly, but when it's time for them to repay me when they've authorized it, it takes them forever.

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Response from ServicePlus Home Warranty

March 19, 2021

Your check is in processing and can take 30 business days to be completed.

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.

LynnSun Lakes, AZ

Verified purchase

Customer ServiceContract & TermsCoverageTechPriceMaintenanceCoverage Limits

Reviewed Feb. 9, 2021

It seemed like every time we called about something, THP didn't cover it. We had a ceiling fan go out on us and the guys that had contacted us said it had to be replaced. The guy didn't even look at it. We told him it was a Casablanca and he said he couldn’t fix it. We had the option of taking a cheapy little fan for him to put in, instead of replacing what we had, and wound up spending $500 on a fan and getting nothing back. And we had to pay $60 out of our pocket for him to come out and put this new fan in.

When we went to pick up the new fan, the guy over there said the Casablanca has a rubber band around it that in the heat, gets hard and breaks. He said there's a guy called the Fan Doctor and he could replace it for us for about $100. We took that fan and had Fan Doctor work on it. They replaced the whole motor and brought it up to what it was supposed to be brand new. It cost us $158 and for this one, we didn't get anything.

It's no use calling THP because it costs us for what we have to pay than the repair costs. We still have three more years because we took out a special deal for over $1,000 to have it for five years but it's useless to me. Also, we try to call in when we submit claims and a lot of times, we can't get ahold of them for a couple of days. It's frustrating.

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Response from ServicePlus Home Warranty

April 6, 2021

DonrickNew Iberia, LA

Verified purchase

Customer ServiceClaims HandlingCoverageTechPriceStaffResolution

Reviewed Feb. 8, 2021

I got a phone call and the guy was running a special at the time. He cut down whatever I was paying to $40 and that was the reason why I chose to go with THP. The application was over the phone and it was easy. Also, submitting a claim is pretty simple. Sometimes, with the COVID going on, it makes it harder to get someone out and I understand that. That's a part of life at this time.

I had an issue with a contractor that was dispatched. He was very unprofessional. He told me what he charges an hour but I told him he was dispatched to address the issue. Once he comes out and tells Total Home Protection what's going on, they will make a decision if it's covered through them and if it's not covered, then he would contact me and tell me what my charge is. Otherwise, I will be writing him a check and he would get the remaining of his money from THP if everything is covered.

He never showed up so I called back THP and asked if they could please dispatch someone else and they did with no problems. The next guy took care of business. I asked him if he could please contact me prior to showing up because I wasn't home but I will make sure someone would be there and he did everything that was asked. Everything was handled with no problem.

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Response from ServicePlus Home Warranty

Feb. 23, 2021

AllieOverland Park, KS

Verified purchase

CoverageStaffBilling

Reviewed Feb. 8, 2021

I had Total Home Protection before and they were still trying to bill me for it. I told the rep that but he just gave me a whole new policy. Signing up was good. The rep was very professional, got straight to the point, and did his job. He told me all I wanted to hear. I appreciate him very much. The only thing about it is he gave me a website but the policy won’t come up online.

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Response from ServicePlus Home Warranty

March 26, 2021

RobertSaint Paul, MN

Customer ServiceHonesty & Transparency

Reviewed Feb. 7, 2021

Sadly, this company was not truthful with their product. I called to have my refrigerator repaired and they literally made up exclusions out of thin air. They decided the wiring harness of the unit was not a part. Shame on them for lying to my face. Obviously I cannot think why you would want to do business with this company.

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Response from ServicePlus Home Warranty

April 6, 2021

You are receiving this email because you placed a claim on 2021-02-03 for your Refrigerator. The reason selected was Other - door.

Please be advised that certain items and events are not covered by our Agreement. Coverage includes only normal wear & tear mechanical failures of the specific items listed as covered on your Agreement Coverage Summary and excludes all other failures and/or items. Your Service Agreement can be found on our website, www.TotalHomeProtection.com, under the Resource section.

As per Section 5 Letter C under your terms and conditions Total Home Protection is not responsible for doors, door seals, hinges, and gaskets.

Although all home service contracts have inclusions as well as exclusions, Total Home Protection values your business and understands the importance of keeping your systems and appliances in proper working condition. Please contact us toll free should you have any ensuing failures on the systems covered within our policy terms.

The failure for your claim was a result of something not covered in your warranty.

YamArlington, VA

Verified purchase

Customer ServiceSales & MarketingRefunds & PayoutsTransparency

Reviewed Feb. 7, 2021

I go with whoever gives me the best deal. I signed up with Total Home Protection the day before yesterday. I just called them and the process was very easy. But it's not so open and transparent as I supposed it to be because the portal access is very limited to what you can see. They gave me a $200 discount for calling in and signing up versus signing up online.

Total Home Protection does everything they can to get the customer to switch then forget it. They should communicate a little more via email the instructions to sign up for the portal and all those documents from the signing process. I didn't have to sign a single document. They signed me up over the phone. There should be a way that a consumer gets a chance to go over the details then after reading all the clause and benefits, I would put my signature myself. Most of the reliable companies already do that. There are so many technologies for that like DocuSign.

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Response from ServicePlus Home Warranty

April 6, 2021

SandraTucson, AZ

Verified purchase

Customer ServiceTechPunctuality & SpeedStaff

Reviewed Feb. 7, 2021

My dryer went dead. I called them on December 28th. I didn’t get anyone to my house until February 2nd. I kept calling them and asking, “What’s up?” They would tell me, “We’re trying to find a technician in your area.” I would tell them, “I’m in Tucson, Arizona. There are over a million people here.” They said, “We can't find anyone.” And that was after two weeks’ wait.

Then I asked for a supervisor and they told me the same thing. At the very end of January, I asked for a manager. I told them, “So, check it up. It's been over six weeks that I requested someone.” Finally, after having to resort to talking to a manager and being a jerk to her, which I know wasn’t her fault, I finally got someone to my home. I'm not a happy camper. It was a bad experience. It was very disappointing.

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Response from ServicePlus Home Warranty

April 6, 2021

ElizabethPomona Park, FL

Verified purchase

Customer ServiceClaims HandlingTechPricePunctuality & SpeedStaffTransparency

Reviewed Feb. 7, 2021

I called Total Home and they told me that there was somebody going to be in touch with me, so I waited. But I didn't hear anything for three days. So I called them back and the rep said, “Well, we don't show that you've ever put in a claim.” I told her that I put in a claim three days ago and that they told me that they would be in touch but no one's been in touch. She said she would have to put in a claim and then, within 20 minutes, a gentleman called me and said that he is out there in Palatka and that he’d go and look at the AC unit. He was a very nice man. He took care of it. There were some parts that had to be ordered. So he ordered them, got approval on them, and then he installed them and got them up and running.

Some other AC company called me and said that they wouldn't be able to get out there for a couple more days. But I told them somebody that was out there already. So I called Total Home back and said, “Hey, we've already gotten our unit fixed. Now there's people calling me, telling me that they can't get out to look at it for a couple days. Can you update your system?” The rep said, “We don't show that anybody's even been out there.” It was like their system wasn’t connecting with whatever. They have communication problems. But we got everything fixed and under our warranty and paid our deductible. It all worked out. It was just weird.

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Response from ServicePlus Home Warranty

Feb. 25, 2021

JesseChannelview, TX

Verified purchase

Customer ServiceClaims HandlingTech

Reviewed Feb. 6, 2021

We filed a claim over the phone and it was difficult to get in touch with anybody. But the gentleman that came out was pretty good. He verified the problem. He didn't rectify it but the overall experience with Total Home Protection has been good.

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Response from ServicePlus Home Warranty

April 6, 2021

TammyTrenton, NJ

Verified purchase

Customer ServiceStaff

Reviewed Feb. 6, 2021

The customer service at Total Home Protection was good. The signup process should be done on the phone because if I did it online, I probably wouldn't have enrolled. It was because they gave me other incentives and made me understand it better.

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Response from ServicePlus Home Warranty

March 19, 2021

FabianHuntsville, AL

Verified purchase

Customer ServiceCoverageSales & MarketingStaffBilling

Reviewed Feb. 6, 2021

I had a good experience with the sales reps of Total Home Protection. They provided a lot of detailed information. The only thing that I had an issue with was, in the beginning, when I bought the warranty for one year, I received a confirmation email with the payment. So then, after talking, they did their job of trying to give me promotions and I ended up paying the seven-year protection plan. But I didn’t receive an email confirmation from that extra payment. However, my policy shows the seven-year protection. But it's not a big deal. As long it’s on my policy, I'm fine with it.

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Response from ServicePlus Home Warranty

April 6, 2021

HemantCarrollton, TX

Verified purchase

Coverage

Reviewed Feb. 5, 2021

I am not very well satisfied with the plan options that were offered. I've had two claims already and Total Home Protection denied one claim for my air conditioner. I put $5,000 from my pocket and still they are not covering it. I already sent the invoice I got from the guy who changed it.

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Response from ServicePlus Home Warranty

March 19, 2021

K.Az, AZ

Verified purchase

PricePunctuality & SpeedStaffRates

Reviewed Feb. 5, 2021

The rep at Total Home Protection was really nice and good at explaining things. The sign-up process went really quick and easy. One thing that bugged me, though, was he told me that the price was 399. When it hit my card, it was 400. I'm an accountant and as a commonplace consumer, I don't like being misinformed. I want precise and specifics, and that was not precise.

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Response from ServicePlus Home Warranty

March 19, 2021

J.Pa, PA

Verified purchase

Customer ServiceCoverageTechPunctuality & SpeedRefunds & PayoutsMaintenanceStaffBillingCoverage Limits

Reviewed Feb. 5, 2021

I am so displeased with Total Home Protection. They're an awful company. I needed them one time when my icemaker went up in my refrigerator. This was like in November. They had somebody come out to replace it, but that icemaker didn't work either. They kept rescheduling, and the icemaker's still not repaired and it's now in February. I've spoken to Total Home Protection last week and we're supposed to be getting together to send me a check for the fee and I'll find somebody. But then all of a sudden, I got this other guy to call me from the Total Home Protection who said that they're gonna be here Tuesday to fix it. As far as I'm concerned, it's too late.

When I did the initial claim, the problem was repaired, and then each time, they had to create different claims. I even went far as a mediation, and the guy told me, "If you have any more problems, call me back." I called him back and he was not available. Sometimes, they have you on hold for a long time. It's terrible. Customer service is awful. Sometimes, people request for a supervisor. I did and that was when I had to raise my voice because she wasn't getting it. They installed the bad icemaker and they wanted me to pay a service fee again for the person to come out to replace the bad icemaker that they put in. I refused to, and that was why I requested to go through a mediation. I spoke to the guy who said, "Oh, no, don't worry about that. We'll handle everything. You don't have to come out to pocket anymore and all this other kind of stuff." It was an inconvenience.

I called them last week and said "Hey, listen, this thing is still not repaired." I requested I get back all my money because when I chose this company, I did it out of good faith, and I pay them on time but they are not delivering. They said, "Oh, well, sir, we can't 'cause the contract that you have, we can't pay you back all your money and everything. What we can do is give you $285 to repair out the icemaker, and the guy, you find your own, somebody put it in." I said, "Okay, I'll go with that." The runaround is terrible. I would not recommend anybody to them.

When I signed up for the company, I gave one of my credit cards because they wanted the credit card information. It was hacked within that first month, and I called them up and I said, "The guy who had taken the information off my card, he used my information." I went to the system and changed it the next time around, but I didn't talk to anybody. Also, they contract this stuff out to these other companies, and then they claim that they're not responsible with who shows up but the thing is, out of good faith, when consumers spend their money, we are going through whoever they sent to us. That's who we expect to do the work. But whatever contractor comes out, some of them are in personal vehicles and that's really bad these time of days because they need to have some type of logo on their vehicle. It's so unsafe these days. They should also have a uniform or some type of ID displayed around their neck with who they work for.

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Response from ServicePlus Home Warranty

April 6, 2021

SarahAugusta, GA

Verified purchase

TechPrice

Reviewed Feb. 4, 2021

The application process at Total Home Protection was easy. They're also cheaper than other providers.

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Response from ServicePlus Home Warranty

March 15, 2021

BruceClay City, KY

Verified purchase

Customer ServiceClaims HandlingTechMaintenanceStaff

Reviewed Feb. 4, 2021

I had a bad garbage disposal and the contractor looked at it. It took them 5, 10 minutes then they ordered a replacement. It took another three to four weeks for them to get the replacement in and a week or so after that to get it installed. They didn't install it correctly but luckily, I'm somewhat mechanically inclined so I was able to fix what they didn't do correctly.

This was my first time using Total Home Protection and most of their process is online. I just had to log in and submit a claim. It's not complicated. However, when I submitted a claim, they didn't get back to me. They just basically notify the vendor and wash their hands off it. It was just that we sent this over to them and that was the end of it. They weren't very customer-friendly. Once I submit a claim, they should follow back up and see see if the contractor had contacted me. They should have also followed back up with me after the work was done to ask how the service was and if the contractor got there in a timely manner. A little bit more personal touch would be good.

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Response from ServicePlus Home Warranty

April 6, 2021

TommyFort Smith, AR

Verified purchase

CoverageStaff

Reviewed Feb. 4, 2021

Total Home Protection gave me a good deal on money. The rep was a nice kid and answered my questions about it as much as I could. He wasn’t too pushy. The only problem I had with it was I got a mother-in-law apartment and I had to take out two policies.

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Response from ServicePlus Home Warranty

March 19, 2021

RalphApache Junction, AZ

Verified purchase

Sales & MarketingPriceRatesHonesty & TransparencyCoverage Limits

Reviewed Feb. 3, 2021

I was told the price would be $5825. It adds up to $6747. I felt misled. I want to cancel. When I said I wanted to discuss this with my wife I felt pressured into the deal. Please cancel this right away.

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Response from ServicePlus Home Warranty

March 17, 2021

ANTONIONew Kensington, PA

Customer ServiceCoverageSales & MarketingMaintenanceStaff

Reviewed Feb. 2, 2021

Please stay away from Total Home Protection!!! I've filed 3 claims and the 1st was on my a/c unit that is 13 years old so it had the old type freon. They found it was out of freon so in order to find out where the freon had gone they needed to do a leak check which involves filling system with freon, this freon is $200/lb and takes 5lbs of freon and of course they don't cover it. I did find a company that used a different way of checking for leaks for $300 and they found the condenser had a leak but THP wouldn't cover it saying it rusted out where it was leaking.

The second repair was my cooktop and I was told since it was 13 years old they gave me a pro-rated amount of $200 and a new one to replace it around $2000 and that was in October. I was told I'd have a check in 4-6 weeks and here we are in Feb and still no check. I've called numerous times and have been told it's been approved to pay but the check hasn't been cut yet. So this may be strike 3. My oven needs parts that the repair company said they are on back order for 3 months now and don't see them getting the parts in the near future, THP is telling me they are trying to find another company that will be able to find these parts and repair my oven. I don't have any faith in this getting repaired now or in near future by THP. Do your homework and don't rely on promises made by the sales agents.

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Response from ServicePlus Home Warranty

March 15, 2021

NaveenSan Mateo, CA

Customer ServiceCoverageTechSales & MarketingPricePunctuality & SpeedStaffCoverage Limits

Reviewed Feb. 2, 2021

I have two policies with Total Home Protection (for my primary and rental homes) and I am afraid to say that it is a piece of c..p, totally worthless, huge waste of time/effort/energy having their policies. The contractors/technicians they send also say so about them, that they are very cheap. I wonder if it is a legit business or a SCAM. My 8 year old water heater broke down 9 days ago, the pilot system was not lighting up, first they took 9 days to send a technician and it took 1 hour for technician to call them for authorization, then they hung up on the technician.

Finally the technician left after taking a service call fee from me. Later in the day they denied authorization on flimsy grounds (something they had fixed 2 years ago) which they do most of the times. Now they are asking me to get some other technician and have that person call them to evaluate whether they will cover or not. I just wasted my service call fee and many hours of time including writing this review. I feel strongly about their lack of service and professionalism and would plead with everybody considering home warranty to exclude them from the list of potential vendors.

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Response from ServicePlus Home Warranty

March 15, 2021

ArthurFredericksburg, VA

Verified purchase

Customer ServiceCoverageTechMaintenanceStaff

Reviewed Jan. 30, 2021

When I submitted the claim, the technician came out but he didn’t bring a tool bag. He went downstairs and looked at my dryer. Then he came back upstairs and said it needed a heating element and that they would order the part and they would be back to fix it. I got a letter from Total Home Protection saying that they were not going to cover the dryer for the replacement or repair. They would give me a piece of money for it and they offered me $200. I paid those people $1,142, which was for three years upfront. They increased the amount to 300 after I went to a manager and it took them almost three months to send me the check. I just paid the dryer when I bought one on the account and I paid the balance. I got a brand-new dryer but I don't like the service that they gave me.

I'm not happy with them at all because when you pay somebody like that and you pay them upfront, it seems like you’d get some kind of service that’s referable to what they said. They were good in selling you the product but then they didn't stand behind what they said. $300 is not gonna buy a dryer anywhere unless you go buy a used dryer. I was totally dissatisfied. When you call Total Home Protection, they put you on hold and if you leave a message, you don't get a call back.

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Response from ServicePlus Home Warranty

March 15, 2021

RosalynCharlotte, NC

Verified purchase

Customer ServicePunctuality & SpeedStaff

Reviewed Jan. 30, 2021

I have put a claim in to Total Home Protection. They sent me an email on the 21st telling me that it was assigned and gave me a date, which was Sunday from 9:00 to 12:00, and I didn't hear anything. About after 10:00, I called and I didn’t get an answer. They texted me back and said to text them. So, I did. They told me they'd be here Monday by 12:00, and didn't hear a thing. I left the house by 2:30. I had an appointment for a vaccine. I wasn't gonna miss that. I was coming out of my door at exactly 2:20, and this guy got off the truck and headed my way. He was like, “Is this 6009?” I said, “But you said you’d be here by 12:00. You didn’t call. I have an appointment for a vaccine, and I’m not missing that.” He told me, “Well, we’ll be there Friday.” This morning, I texted them and said I need to verify the time tomorrow. I haven't heard back.

I know that sometimes they get caught up on the job that takes longer than they expect. I'm understanding of that but what I'm not understanding of is that they can at least text me and say that. To me, it's common courtesy. He didn’t call to say, “I'm on my way.” Submitting that claim to Total Home Protection was easy. The customer service reps were very nice and polite. I did speak to a young lady Monday morning, and she said, "If I were to assign it to someone else, it would probably take longer." That was what I had asked her to do. When she said that, I just kinda left it alone. When I first started, I had a really nice conversation with a young man. He was really awesome. I had a problem and he said, “I'll get somebody there.” He did exactly what he said he was gonna do. He waived the fee and everything was taken care of.

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Response from ServicePlus Home Warranty

Feb. 10, 2021

NoelOrlando, FL

Verified purchase

Customer ServiceContract & TermsTechPricePunctuality & SpeedRefunds & PayoutsStaff

Reviewed Jan. 29, 2021

Total Home should improve the quality of timing by reimbursing the money. I'm a caregiver and I have my father with me who is completely dependent to me. He has dementia leading to other stuff. Recently, the air conditioner broke down and it was a fuse problem. By that time, I needed the air conditioner or the heat, and at that time, it was a little cold. It took 48 hours for Total Home to send somebody over here. But I didn't wait and I called another company. Their tech immediately came and I paid 80 bucks for him to come. The guy didn't charge me for what he did and he just reset the thermostat. So it was very simple. last Monday, I received the 80 bucks back from Total Home. But I'm going through a divorce and I'm on Social Security. My budget is very tight and I had to wait almost two months to get that money back.

For a company that deals with millions of dollars, that upset me. And when they call the people that respond, they don't care and they send you to someplace else or tell you to call somebody else. I don’t think when I finish my period, I'm not sure I will sign up again with Total Home. And the problem is all the companies are using the same standard.

For my experience, I could go to Walmart and get some electric heater and other stuff, but that's not an excuse because my problem was very simple. It's just that the person who came to install the thermostat didn't wire it right. But if that wasn't fixed immediately, somebody could die by pneumonia and I was worried for my father. It's a stress when you're already paying a company to taking care of those matters. So it would be nice if in every area, Total Home has companies already attached to them that in case something happened, they could go right away. That will provide a good service and I'm very sure any company who do anything like air condition or plumbing is willing to go to the house and take care of the job.

But a lot of times the money is getting in the middle. Then people are trying to get more money than what they're supposed to and that affects the customer because then the customer doesn't get the service that he's buying because they're looking for the cheap labor. And then they forget about the whole concept, which is provide the standard. But at the end of the day, this has to come from the people who's running the company. And a lot of times, the people who run company come with bad ideas for the customer but good ideas for the company. In the end, if you hurt the customer, you hurt the company. Without the customer, there's no company.

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Response from ServicePlus Home Warranty

March 15, 2021

YvetteAtlanta, GA

Verified purchase

Customer ServiceStaff

Reviewed Jan. 29, 2021

I had American Home Shield first, and I wasn't pleased with them. I did some research and I found out about Total Home. I still have some issues, but they're much better than American Home Shield. As far as claims, I had the vent in my bathroom replaced, and they had to order the part. When the part came in, they called me to let me know when they will come out to install it. They're very dependable and professional.

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Response from ServicePlus Home Warranty

Feb. 10, 2021

DianaFarmington, MO

Verified purchase

TechPunctuality & Speed

Reviewed Jan. 28, 2021

I'm very satisfied with Total Home Protection. It was easy submitting claims and they were pretty fast about it. The tech that came out for my dryer was good.

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Response from ServicePlus Home Warranty

Feb. 10, 2021

BillieWest Valley City, UT

Verified purchase

Sales & MarketingPriceStaffRates

Reviewed Jan. 28, 2021

Was very helpful. Worked on getting the lowest price for me. Thank you. Got the senior and veteran discount which help. And lock in the cost for as long as we have it. Or if we move we can transfer it to the other place. Jimmy was very professional.

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Response from ServicePlus Home Warranty

Feb. 10, 2021

DumitruPhoenix, AZ

Verified purchase

Customer ServiceCoverageTechStaff

Reviewed Jan. 28, 2021

I called different providers and Total Home Protection offered me a deal for six years. But I don't know if I get the data right because it's kinda hard to work with them. I paid this in November. They didn't send me the homepage or whatever they call it to see which appliance are covered and what are the terms. I had TotalProtect years ago and they sent me an envelope with the benefits. I don’t even know if I made the right decision with Total Home Protection. They're very unprofessional so far. Submitting claims was okay. I just have a claim with my heater. So, it wasn't a big deal. The contractor was good. He came when he promised, and he was very nice. I'm kinda disappointed with the way they treat the customers with the paperwork. I wouldn’t recommend them. If I have a friend, I’m not gonna ask him to do what I did.

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Response from ServicePlus Home Warranty

March 15, 2021

MichelleLockport, IL

Verified purchase

Claims HandlingCoverageOnline & AppRefunds & PayoutsMaintenance

Reviewed Jan. 27, 2021

I filed a claim on the website stating the water heater was leaking. This triggered the system to decline my claim by assuming there was a secondary tank. There is no secondary tank. Since there is no human to discuss the claim and clarify any confusion, the AI makes the final decision. This denial has now resulted in $1,500 out of my pocket to replace the water heater. I will be cancelling this subscription and seeking a more reputable and reliable home warranty company.

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Response from ServicePlus Home Warranty

March 15, 2021

As stated in the terms and conditions of the policy:

G. Water Heater

COVERED: All components and parts for gas and/or electric hot water heaters, including circulating pumps, except:

NOT COVERED: Auxiliary and secondary holding/storage tanks; main, holding or storage tanks; expansion tanks; base pans; drain pans and drain lines; line restrictions; pressure reducing valve; sediment build-up; mineral and/or calcium build-up; rust and corrosion; combustion shutdown; color or purity of water; flues; vent pipes/lines; insulation and insulation blankets; heat recovery units; tankless hot water heaters; low boy and/or squat water heaters; solar water heaters including all solar components and parts; any noise without a related mechanical failure; racks; straps; timers; energy management systems; commercial grade equipment and units exceeding 75 gallons. We will pay no more than $500 per contract term for access, diagnosis, repair and/or replacement.

L.Tx, TX

Verified purchase

Customer ServiceStaff

Reviewed Jan. 27, 2021

Total Home Protection's application process was easy. I called in. The reps have been very professional. They let me know what kind of plan that I had signed up for and what all entailed with it. Total Home Protection is great.

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Response from ServicePlus Home Warranty

Feb. 10, 2021

IzabellaPeabody, MA

Verified purchase

Customer ServiceTechRefunds & PayoutsStaff

Reviewed Jan. 27, 2021

We purchased our house last year in April. My brother-in-law told us that we should get some home protection on the house just in case. He said that Total Home Protection was a good place to go to. The signup process was easy. But we have problems with our heating system right now and trying to have somebody come out and look at it took a long time. Then, the person that came out didn't do it the right way. They called back and told us to go find somebody else that we wanted to use to do it. That part stinks. I can understand. They were having a hard time, finding somebody with the COVID going on. But one lady called us back and said they weren't gonna pay for our heating system.

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Response from ServicePlus Home Warranty

Feb. 10, 2021

There are some exclusions in our policy that state that certain things just are not covered.

GwendolynSaint Louis, MO

Verified purchase

CoverageTechMaintenanceStaffResolution

Reviewed Jan. 26, 2021

The oven went out recently and they had to replace an igniter for the oven and the broiler. The techs had to come out a couple of times because the first one came out and replaced the one for the oven to heat up itself, but he didn't want to do the one for the broiler ‘cause he had to get consent for it. But they eventually sent somebody back out and they took care of the problem. They were very professional. I'm totally satisfied with Total Home Protection.

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Response from ServicePlus Home Warranty

Feb. 10, 2021

JyotiLexington, KY

Verified purchase

Customer ServiceClaims HandlingTechPunctuality & SpeedStaff

Reviewed Jan. 26, 2021

When I initially submitted a claim, there was little bit glitch. The registered provider didn't even recognize. It was like runaround. But afterwards, they took care of the service promptly. So claims submission was easy. But it needed follow-up.

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Response from ServicePlus Home Warranty

Feb. 10, 2021

JoyceCoral Springs, FL

Verified purchase

CoverageTechPriceMaintenanceNetwork Quality

Reviewed Jan. 25, 2021

I'm not happy with Total Home because they don't cover hardly anything. They don't cover the icemaker. They only cover things that don't break. They should cover what they say they're gonna cover. I've had one contractor come out and they wouldn't cover it because they said it was too new. The contractor was very expensive. I got one on my own that was $60 less. Total Home also told me when I bought the policy that I could pick my own contractor but they told me I couldn't when I had a claim. That really annoyed me. I might cancel them. I've been meaning to do that because I went back and got my old coverage from Sears. They're so much better.

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Response from ServicePlus Home Warranty

March 4, 2021

Aaron & SonjaAltus, OK

Verified purchase

Customer ServiceCoverageTechRefunds & PayoutsStaffCoverage Limits

Reviewed Jan. 25, 2021

The salesman was great. The only thing that was a little challenging is that I was told Total Home can do a year for this much and then two years for this much and then three years for this much. After a while, I was kind of lost in all the details. When you're just verbally making a deal like that, it's more difficult than if you have it on a piece of paper. But overall, it was pretty good.

When we had our first claim, we were not very satisfied. The technician that they sent out did his job, but he didn't finish the job. We had a hard time to get ahold of the technician. The contracted company said the part was not in. Then they said the part was in, but they used it for somebody else. So I called in and said three weeks ago, they wanted to come back and fix it. The guy was so rude on the phone. He told me that Total Home Protection we like robbers and that they don't pay him. He also said that it's the worst company to deal with and then he hung up on me. That was not how I like to be taken care of. Also, he had an overall super bad review on Google.

I called and talked to a regular customer claim service person. He said they would make a new claim. It was so awesome that we didn't have to pay the service fee again. I said that we had so much trouble with them setting it up again. So it shouldn't be just the way that we don't have to pay the service fee, again. We should actually be refunded the service fee because of our experience. The manager talked to me and she said it was not possible. We accepted that. She said she was gonna file another claim and that was two days ago. She said we would get immediately an email. But I haven't received that email yet. So I called them and she sounded like she's taking care of it. I know it's not Total Home's fault that the technicians failed. But they should be better in picking people who they use as technicians.

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Response from ServicePlus Home Warranty

Feb. 10, 2021

SamuelPompano Beach, FL

Verified purchase

Customer Service

Reviewed Jan. 24, 2021

I called Total Home and they sent me the information. I paid and had them come in. They came twice already and I was very satisfied. They were on time. They had masks and something on their feet on. That is important. I like Total Home. They responded very well.

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Response from ServicePlus Home Warranty

Feb. 17, 2021

JuliaEdmond, OK

Verified purchase

Customer ServiceCoverageTechPunctuality & SpeedMaintenanceStaff

Reviewed Jan. 24, 2021

It was pretty easy putting in the claim and telling them what was wrong. We have had a through-the-wall heating-air conditioning unit like you usually see in hotels. We have it in our sunroom and it went out. Total Home sent about three different people to fix it. The first one said, “Oh, I don’t do those kind.” So then, they sent another one, and he said the problem was our circuit board and he would see if he coukd get it. Months went by so I talked to someone at Total Home Protection and they said if we want to try to find our own person, since they didn’t seem to be getting anywhere with it, they have a reimbursement. But that person would have to call them before he do the service. So my husband searched around and he found an Amana authorized repairman. He said he could fix it.

The Total Home rep gave me two numbers to call that only the repairman could call. Then if no one answered that, which they didn't, the repairman could call the customer service department. So he did. They kinda put him off just a little bit, and he said, “Well, I'm here right now and I gotta fix it.” That was what we told the claims manager, too. It took a long time to try to get that taken care of.

In the first part of December, we got a claims manager and he said they would get us out a check. Then I talked to someone the other day and told him the name of the claims manager that I spoke with and told him what he said. This guy looks it up and he said they usually give it out in 30 days. He asked me if it has been over 30 days and I told him it was. He said he was going to try to get it hastened out right on out to us. It should have been sent out and he didn't know why it has not. So, I'm still sitting here waiting for it. That’s the only claim we've had with Total Home and I am pretty dissatisfied. I am ready to cancel it out because this has not been a good experience.

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Response from ServicePlus Home Warranty

Feb. 17, 2021

Check has been sent to the mailing address on file.

DavidPittsfield, MA

Verified purchase

Customer ServiceTechPriceStaffRates

Reviewed Jan. 23, 2021

They’ve kind of modified and customized the plan for me on some things that I wanted in that were not in the standard plan. They negotiated the pricing. When I had a claim, I tried calling but that wasn't good. You get in a voicemail. But then I went online and did the claim, and it went through. The only thing that I noticed is that there's a couple of days of lag there, so if you really have a true emergency that you can't manage, it can be a little frustrating. The guy that came out on my issue was very good. He knew what he was doing. He was well qualified. So I was pleased with the person that they used in my area for appliance work. Overall, the warranty is worthwhile. It's pretty cost-effective.

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Response from ServicePlus Home Warranty

Feb. 10, 2021

JeremyGrand Prairie, TX

Verified purchase

TechPriceStaffRates

Reviewed Jan. 23, 2021

I'd recommend Total Home to any family member. They had the best price for the package that they were providing so we went with them, and they're a good warranty program. We filed our claim once and it was good. Everything went as planned. The contractor was very professional, very informative, and very helpful overall.

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Response from ServicePlus Home Warranty

March 3, 2021

SallyAustin, TX

CoverageMaintenance

Reviewed Jan. 22, 2021

This company is a sham. They have never actually paid in full for any of my claims, they throw a few bucks at it sometimes, sometimes saying that the part that broke isn't covered, knowing full well that those are normally the parts that break. I would never, ever recommend this company. This is the company that gives warranty companies a bad name.

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Response from ServicePlus Home Warranty

March 3, 2021

MarkCypress, TX

Verified purchase

Customer ServiceTechPriceMaintenanceStaffRates

Reviewed Jan. 22, 2021

Total Home Protection called me and we started talking about prices and extended five- or six-year prices and they gave me a big deal on it. It was much cheaper if I did the six-year plan than a monthly plan, so I went ahead and did that. We called a refrigerator claim in for a water leak. The line was broken. The contractor replaced everything and got it all working. Also, something was wrong with the board on the front where the buttons weren't working. It was beeping all the time. So, they said they would come back and order that part. A week went by and we called them back. They said they forgot about us and that they would take care of it.

Another week went by. I called the contractor back and their tech said that they had the part and they would come out and it'd only take 10 minutes to change it. They never showed up. I called them back and they said they were gonna show up in just a day or two. They never came back and never called. I was tired of calling back and I just left it alone. Their technician must be busy and he'll come when he comes but it has been at least a couple months. It's just the front panel, the buttons don't quite work. I was just glad that my leak was fixed on the refrigerator and I could still use it.

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Response from ServicePlus Home Warranty

March 3, 2021

The vendors that Total Home Protection sends to service your claims are third party vendors. While we have a heavy and thorough vetting process, we are unaware of issues experienced by consumers unless/until notified. Should you ever experience issues with a vendor sent to your home, please notify us immediately by calling 1-800-545-0402 or by emailing info@totalhomeprotection.com.

ChristanCedar City, UT

Verified purchase

Customer ServiceTechPunctuality & Speed

Reviewed Jan. 22, 2021

My dryer was making a loud noise. The tech replaced something in it. Total Home Protection is good. They're fast. I put the claim in online and then I got a call within a few hours from the tech.

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Response from ServicePlus Home Warranty

Feb. 23, 2021

CherylPhiladelphia, PA

Verified purchase

Customer ServiceTechRefunds & Payouts

Reviewed Jan. 21, 2021

I was having an issue with my heater. It wasn’t blowing any heat. I called Total Home Protection on the phone, plus, I put an order online. When the tech came out, he didn’t do anything. He just looked at the heater and that was it. He told me he had to come back but he never came back. So, I got it fixed out of pocket myself. They promised me my reimbursement but I have not gotten it as yet and this has been since December the 15th. I'm very dissatisfied with my experience with Total Home Protection.

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Response from ServicePlus Home Warranty

March 3, 2021

ArtBrownsburg, IN

Verified purchase

Customer ServiceTechPunctuality & Speed

Reviewed Jan. 21, 2021

I had an air conditioning problem, and I called Total Home Protection. They gave me prompt service, and everything worked out fine. The tech was the best one I've ever had too. He let me know everything that he was doing and I got my air conditioning back. I was very satisfied. Thank you.

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Response from ServicePlus Home Warranty

March 3, 2021

TrumanChicago, IL

Verified purchase

Customer ServiceClaims HandlingCoverageTechSales & MarketingPricePunctuality & SpeedRefunds & PayoutsMaintenanceStaffHonesty & Transparency

Reviewed Jan. 21, 2021

The claims submission process with Total Home Protection is relatively fine. The issue that I've had more recently was I added a second policy to my personal home versus my rental, and the first technician I dealt with was not knowledgeable at all and he caused more issues. Total Home Protection denied my claim because they said that the technician said something that was false. The subsequent technician looked it over and saw that the other technician was incompetent. Unfortunately, due to COVID, the new technician, who I'm actually pretty impressed with, can't get the parts that I need to fix my unit. He's waiting for the parts to come in because it was delayed.

It's nice that the deductibles are pretty cheap. My monthly stuff is pretty cheap. I don't like the sales when they try to sell it to people. They say, "Oh, well, yeah, we'll make it cheaper if you pay for like three years in advance." It's like, "Well, I don't know if you're gonna be here three years." So, I pay a monthly. With my initial one, I paid for like 18 months. I pay monthly for both of mine.

As far as the contractors, it's a mixed bag. Some of them are really really good and know what they're doing, and some of them are really bad. The problem is that you're not believed. The only reason I was believed in this situation that I had was because the contractor was so rude to the technician. I have a double oven range. The top of my range is gas. The bottom of my range is electric. My bottom oven stopped working, but that's the larger oven. I was not able to cook a turkey in my house this year because my bottom oven was not functioning. I called the technician out. He came out a day or so after I called in. He was very unprofessional. I typically try not to judge a book by its cover because if you come here and fix my problem, I don't care. He came, looked at it and pushed some buttons and then said, "Yeah, it's the coil. That's what the issue is. I had to order the part."

I figured he should have some type of tools to figure out what the problem was. He left, ordered the part, came back a week or so later with the coil he said he needed, and he disassembled the coil that was in the machine, and then he hooked up this new coil. He tried it and he said it didn't work. He then disconnected the new coil that he had ordered through the warranty company, took it back, put it back, and left my old coil just laying there. He didn't reattach it. He just left the oven disassembled and said, "Yeah, it can't be fixed." He left, told the warranty people that he fixed the coil and then also told them that, now, other things in the stove are broken, and so, that was why the stove was not working. So therefore, they need to replace the stove. He couldn't fix it, and so he lied to them and said the stove needs to be replaced.

My stove is very expensive. Everything in my kitchen is expensive. It was a couple of thousand dollar stove. Their response is, "Oh, we're not trying to pay out a couple of grand. That would be a prorated value. So, we're gonna deny your claim 'cause we tried to fix it and that's that." I said, "No, he didn't even fix what he's telling you he fixed. If he fixed that, then I would have no problem, right? He's telling you other things are broken that aren't broken. There's no issue with those things." Their response to me was, "Well, he has 30 days to warranty his work. So, we have to give him another opportunity to come back."

My response was, "Okay. But he didn't do the work in the first place. So why would we give him an additional 30 days to make a determination about this thing working or not?" They said, "Well, this is what we have to do." I said, "Okay. Well, I don't have a stove for Thanksgiving because you're telling me you can't change the contractor at this point in time and that he has 30 days to warranty his work that he didn't do. Well, can you all call him? Because I've tried to call him, he won't come back." They took the time to call him and he cussed out the representative. The representative said, "Oh, I see what you're dealing with now. Okay, we'll send another technician."

They sent another technician. The guy came out and he was excellent. He was in a uniform and he had a truck and tools. He was professional and put together and he said, "Yeah, I ordered a part and it's just not here. I'm waiting on dozens of parts for dozens of customers because of the global pandemic, unfortunately." What I've learned is I need a computer board for my stove, and that's why it's not working. He did call the warranty company in front of me, which I don't think he was supposed to do, but he did. The warranty company said, "Yeah, we'll approve that." It was a $700 part. The guy knew his stuff. He did what he was supposed to do and went well beyond that. I was gonna cancel both my plans and get another service company, and then he made up for the first guy.

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Response from ServicePlus Home Warranty

March 3, 2021

TommieHinesville, GA

Verified purchase

Customer ServiceClaims HandlingTechPriceRefunds & Payouts

Reviewed Jan. 20, 2021

When submitting a claim, I have to go through all the red tape. I gotta call somebody and then I have to try to get the claim approved. One person doesn't coordinate with the next person like they should. A lof the time, they can hardly find a contractor and they say "Well, you find them and we’ll just pay you". When I do that, the contractor says they didn't get paid and that the cost is on me since I contacted them. Total Protect owes me money for a heating and cooling claim now. They should reimburse my money on time and find me contractors. I got a claim in with the manager and he said to give them 20 days. I haven't heard any more from him and it's been a little over a month. This is poor quality service. If I have to go get a lawyer and go to the Better Business Bureau, that’s what I’m gonna do.

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Response from ServicePlus Home Warranty

March 3, 2021

The consumer had work done without prior approval from the warranty co. As a result it was denied. He was offered goodwill which he refused. There are processes that must be followed. If not it puts everyone at risk.

HectorRound Rock, TX

Verified purchase

Customer ServiceContract & TermsCoverageTechPriceRefunds & PayoutsMaintenanceBilling

Reviewed Jan. 20, 2021

If I’m paying a monthly payment and I have to pay a deductible when Total Home Protection sends someone out, they're not giving me a hassle about when it’s time to fix something. I called them out about my heater upstairs. They sent somebody out, fixed it then it’s taken it through a whole bunch of static in order to get it done. I was with American Home Shield first when it first started out. I'm a creature of habit. I have been with them for years. They did good, then came out once about my air conditioner. They didn't even say, “Well, you got to pay for the Freon. You got to pay for this.” If I'm paying this money on a monthly basis and a deductible, I don't see any need I have to pay when they come out. That wasn't the agreement when I first signed up. Choice did me the same way. Total Home Protection is doing good right now.

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Response from ServicePlus Home Warranty

Feb. 10, 2021

PattiSurprise, AZ

Verified purchase

Customer ServiceCoverageTechHonesty & Transparency

Reviewed Jan. 20, 2021

My water pump went out. It was in my washer and it caused the drum to shake violently which in turn caused the seal for the door to get warped to the point where it had to be replaced and repaired. Total Home won't cover that. They only covered the water pump. This is a cause and effect thing. I was told when I signed up for it that it would cover everything but they lied. I had a plumbing issue where water leaked and I ended up with three holes cut by the plumber. I called Total Home and they told me that's not covered. I was livid. They called me and kept trying to give me the same song and dance. They were taking their sweet time. I got so mad that I went up and bought a new washer and dryer set. The company that came and fixed it was really nice and super. But to use a home warranty, I'll never do it again. I hate Total Home. They are nothing but thieves.

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Response from ServicePlus Home Warranty

March 3, 2021

All claims have been properly serviced in accordance with the Service Agreement. 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.

DebWarrens, WI

Verified purchase

Customer ServiceCoveragePunctuality & SpeedStaff

Reviewed Jan. 19, 2021

He was polite, quick and thorough. My one star needed for a 5 star is because I got two emails but nothing in regard to MY policy. I would like to share info for a referral, but I can't find a link to do so.

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Response from ServicePlus Home Warranty

Feb. 10, 2021

TimMystic, CT

Verified purchase

Customer ServiceClaims HandlingPriceRefunds & PayoutsRates

Reviewed Jan. 19, 2021

My heater went out right at the beginning of winter. I put in a claim but they never got to it. I kept calling to get it addressed. After three weeks of calling, they said they were gonna put it on priority but they never did. So they offered me to just pay out of pocket and get reimbursed. When I did do that option and the person came to look at it, Total Home Protection said that were not going to pay that and that they would pay what their rates would be, which was a ridiculous amount of money cheaper. So they sent me a refund check for $125 when the overall price was almost $500. I'm very unsatisfied with the overall service. It was a really bad experience for my first home warranty.

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Response from ServicePlus Home Warranty

March 3, 2021

MariaCoral Gables, FL

Verified purchase

Maintenance

Reviewed Jan. 19, 2021

I bought a condo and decided to have a protection because I liked the service. When the air conditioner was not working, the guy who came was very good. He came in 3 or 4 days and fixed the unit right away. It was a very good experience.

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Response from ServicePlus Home Warranty

Feb. 25, 2021

RoyaHammond, IN

Verified purchase

Customer ServiceClaims HandlingTechRefunds & PayoutsStaff

Reviewed Jan. 19, 2021

I put in a claim and then a guy came out here. He took my money twice and then Total Home partially refunded me the part of the money. It was crazy. One of the guys said that they could come back and they would give me a free roofing protection. So I did it because I needed something done to an appliance. But after all the complaint that I put in against this technician, they sent him out again when I put in another claim. I was livid. I believe in giving people a second chance, but I pretty much wanna cancel Total Home. They don’t communicate well. They take long to get back. It's not good customer service.

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Response from ServicePlus Home Warranty

Feb. 25, 2021

AnnetteWoodbrige, VA

Verified purchase

Customer ServiceClaims HandlingCoverageTechPunctuality & SpeedRefunds & PayoutsMaintenanceStaffCoverage Limits

Reviewed Jan. 18, 2021

I'm not liking Total Home right now. They seem to be inexperienced and unsure of how to handle customer service and authorizations. I have two open tickets in different addresses. Both occurred around the new year. The first issue was the switch on the washing machine went out. Total Home paid part of it but they would not cover the other part. They equated the switch for the washing machine controlling the settings to cosmetic, like it was just the knobs. They did not have a clear understanding of what the problem was. I had ended up paying a technician $181. I would not pay that for knobs but they wouldn't hear me out. I could never talk to someone from authorization to determine exactly what did they think it was.

A week later, lo and behold, it died again. The technician didn't put the plate in the switch in correctly. You turn it on mild and you're getting regular. It was completely off. Now the whole thing is locked so I'm trying to get them to come back and fix that and to re-examine the authorization because this is not an issue of negligence or damage. It's simple wear and tear and they should have covered it.

The second issue was I thought it was the hot water heater ‘cause that was what the tenant told me. It turned out it was a hose going to the hot water to the washer and dryer. The technician fixed the hose but he didn't connect something so the washer and dryer doesn't come on at all. I've been trying to get them to go over there and see what he did. Again, to save a lot of time, I put a service ticket in for him. I paid the $60 but the second technician never went. It was a continuation from the first thing I had already paid for. To turn around and have to pay $60 for him to not show up again, I'm paying double for something that I shouldn't have to then get no service. This has been since Friday and I've called them every day.

One tenant is without her washer and dryer for three weeks now because of the hose and the simple fact that Total Home can't send the first guy back over there. I can deal with the service fee after but I want the thing fixed. For the first one, I didn't put in another claim but it seems like when I don't do that, it goes into Never Never Land so I'll put in a claim to get it done. But I shouldn't have to pay $60 for them to complete the job that they were paid to do. The technicians seem to be knowledgeable but some of them are not professional at all. It’s horrible.

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Response from ServicePlus Home Warranty

Feb. 23, 2021

AngeliqueVirginia Beach, VA

Verified purchase

Customer ServiceClaims HandlingCoverageTechPunctuality & Speed

Reviewed Jan. 18, 2021

I called to Total Home to submit a claim because my sink was backing up. It ended up being my garbage disposal and I waited almost a month for anything to be done about it. My experience wasn't terrible, but it wasn't the best experience ever. Whenever my contract is up, I would not continue to do business with them. I kept calling back and asking where I was at with a claim and they gave me one service provider that never returned my phone call. Every time I called, they kept saying to give him a chance and that he was just backed up. But I have small children and I needed to be able to use my kitchen how it was meant to be used.

I also left several messages to the tech but he never responded. And he kept telling Total Home that he was going to get in touch with me every time I talked to them, which didn't happen. It went on for almost a month then finally, when they got the person who came and fixed my sink, he came out right away and he fixed it right on the spot. Still, I would have been better off just looking for somebody on my own.

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Response from ServicePlus Home Warranty

Feb. 23, 2021

VelikiaSpringfield, MA

Verified purchase

Customer ServiceCoverageTechPunctuality & SpeedRefunds & PayoutsStaff

Reviewed Jan. 18, 2021

Total Home Protection's services aren't very good at all. I had some work done. My first time, I put a claim in because my heat went out. They told me that they didn't have anyone, if I could find someone who can come out and look at the service. That was during a holiday week, and it was on Christmas Eve. So, I understand all that. But then I started asking questions. They said, "Well, if you do get someone to come out, they have to come out between the hours of 9:00 and 7:00." I was like, "Okay. It's the holiday. It's cold. How am I supposed to do that?" He said, because I guess if they come out and diagnose the problem, they have to speak to someone in their authorization department before they can okay the claim. If you're first come, first serve, and you're trying to get an appointment just to have somebody come out, you can't say, "Oh, can you come—?" That is not gonna work out.

I ended up calling a few times. I finally got someone to come out. They came. I called the service. They listened to the guy take the diagnostics and what was the problem with the furnace. They said, "Okay. We're gonna transfer you to a supervisor to go over what he said, and we'll get back to you." I held on for almost an hour. No one came back to the call, and then the call dropped. Ever since then, it has been ongoing. They never sent anyone else.

When I called them back and I said, "Hey, I'd rather have anybody, have someone come out that's familiar with you guys' services and plans, so therefore, I don't have to go through all this." They said, "Well, it doesn't matter. If we send someone out or you get someone, they still have to go through the motions." I was like, "Okay." I spent almost $1,300 to find out that what the people repaired, they don't cover on that warranty. They did me a courtesy in giving me the extra $100 back because of something that she said. She said, "Well, I'm gonna do you a favor." I said, "Oh, I'm paying $103 a month 'cause I have three different plans, 'cause I have a multi-family home." And I said, "Okay, then." So, I have not received the check. They said that out of all that money I spent, I'm only gonna be reimbursed $200.

I would not recommend Total Home Protection. I understand home warranties and all this stuff, but the problem that I have gone through thus far, once I get my check, I will cancel their services because they're not helpful to me. Moving forward, trying to find someone else, I will have to have all the disclaimers sent to me, because this was my first time trying them out and it will be my last time because the services were not good. Even if they didn't cover what I needed them to cover, that's fine. But just the follow-up services and making sure that someone was coming out, it wasn't a good experience.

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Response from ServicePlus Home Warranty

Feb. 23, 2021

BrandonWarrens, WI

Verified purchase

Customer ServicePrice

Reviewed Jan. 17, 2021

Total Home Protection seemed like the best deal and I was satisfied enough with their plan that I bought six years’ worth. They gave me a year free if I buy five years' worth. The application process was simple and it was over the phone. It was just a verification of a couple of things around the house. So far, everything is going well.

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Response from ServicePlus Home Warranty

Feb. 10, 2021

MandarylLittle Rock, AR

Verified purchase

CoverageTechMaintenanceStaff

Reviewed Jan. 17, 2021

I had a claim to Total Home Protection and they took care of it just like they said. Their servicemen are good people. I had one experience to check the AC unit. The tech came out, took care of his business, got paid and he was on his way. I'll recommend others to get Total Home Protection and tell them it's great. Having the warranty saves me the hassle of having to do a lot of repairs. I'd rather pay that than just keep on replacing the air units and stuff like that. When it breaks down, that's thousands and thousands of dollars. I’d rather pay the $75 every time somebody comes out, whether they can fix it or repair it. I'm satisfied overall.

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Response from ServicePlus Home Warranty

Feb. 23, 2021

L.Pa, PA

Verified purchase

CoverageTechPunctuality & Speed

Reviewed Jan. 17, 2021

When I put in the claim for the heater, Total Home sent somebody quickly. A guy came to check it out but he came back after three or four days. I'm still dealing with him but I'm paying cash now. Total Home said they don’t cover it. They just covered the first time that the guy came. So far, I'm not satisfied with Total Home.

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Response from ServicePlus Home Warranty

Feb. 23, 2021

KimberlyWilmington, DE

Verified purchase

Customer ServiceCoverageSales & MarketingMaintenance

Reviewed Jan. 16, 2021

We have had this coverage since 2018. Per the CSR they covered EVERYTHING-not like the typical home warranty companies. They got me for 4 years. $975. I got the home warranty because I wanted to feel safe if, after buying our 50 year old home, something needed replacing. Sure enough, the Air Conditioning stopped working. Well they didn't cover the particular problem that we had. That was in the very tiny print at the bottom called exclusion. So I tried to cancel, because having our HVAC system go down was our biggest worry. Worry over, we had to buy a new one.

When you call to cancel the CSR transfers you to number that rings, and rings, and rings. I tried several times. Finally I gave up because it was such a waste of time. Well at the beginning of this month, we put in another claim. After 2 weeks of not hearing something, we called. The CSR said, "Oh that claim has been closed. Not covered." Final Straw. While on the phone with him we told him that we wanted to cancel the "coverage" and we do not want to be transferred to the extension that never picks up and we'd like to be transferred to a supervisor. He put us on hold for 25 minutes.

Someone finally came on. She was not nice! She asked our email address and said we'd get an email in 2 days. We tried asking her questions and she said - "You will get an email in 2 days." We said, "Well what if we don't?" She said, "You will get an email in 2 days." Guess what? No email. Nothing. This company is such a scam. I'm on social media and I'm going to share my experience with all of my friends. And what's more, I'm on a Neighborhood APP that gives us access to over 3,000 people. You know I'm going to share my experience on there.

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Response from ServicePlus Home Warranty

Feb. 23, 2021

The consumer is still an active customer and no longer has a dispute.

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.

StacieOklahoma City, OK

Verified purchase

Online & AppRefunds & PayoutsRates

Reviewed Jan. 16, 2021

I looked at something and Total Home Protection was rated highly. The online application was fairly easy. Also, I was satisfied with the plans that were offered to me. When I talked to someone there, I had mixed experiences. One claim was for my washing machine. It took several weeks before we could get somebody. They had a hard time. They said a part of it was COVID, but they were very limited on the people that they use within my area. I ended up finding someone on my own and going through that whole process. I guess they just forgot to reimburse me, so what was only supposed to take so many days to be reimbursed took me months. I had the service, when my washer still was not fixed, back in October. I just got that reimbursement check this past January.

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Response from ServicePlus Home Warranty

Feb. 17, 2021

CynthiaHanover Park, IL

Verified purchase

Customer ServiceCoveragePriceStaff

Reviewed Jan. 16, 2021

I don’t really care for Total Home Protection's service. I was with Sears in the past, and they were kinda expensive but they were good. Total Home Protection is not expensive but I kinda think Sears was better. I did a claim, and Total Home Protection didn't wanna cover the whole claim. They said I was a new customer. When I signed up, they said it doesn't matter. Anytime I call after 30 days, this product is covered. That's not how it was when I called them.

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Response from ServicePlus Home Warranty

Feb. 23, 2021

L.Ok, OK

Verified purchase

Customer ServiceTechPunctuality & SpeedStaff

Reviewed Jan. 16, 2021

The gentleman that called was very pleasant and helpful in terms of giving the information. He may be the first one that called me and his call stuck with me, so I went with Total Home Protection. The first part of December, my washer went down, and I called and got the claim in. Terry and his partner came out and told me what the problem was, and they were going to order the part. They were very nice. I didn't have a problem with them at all, but it's been two months now and we're still waiting for my washer to get fixed. I went out and bought a washer because we have four adults, three babies, and running to the laundromat every week wouldn't work.

The week before last, I called almost every day and asked if they tracked the package. I found out it was coming from China. Because of Christmas and all the COVID, they said that it would take a while. One of them said he'd call when the part came in, and we still haven't gotten a part, so we haven't heard from them. This has been an extended time. I ordered something from China and it didn't take a couple weeks to get here. Something has got to happen. There needs to be better communication as well. If the package was tracked, then they should have some idea of how much longer it would be and someone should have called me. I shouldn't be the one that's calling and checking on a part.

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Response from ServicePlus Home Warranty

Feb. 23, 2021

ShurlandRosharon, TX

Verified purchase

Customer ServicePunctuality & SpeedStaff

Reviewed Jan. 15, 2021

I called Total Home Protection to apply for a warranty and the process was easy. The rep was pretty helpful. I placed an online request for a claim. Then they sent someone out pretty quickly. Overall, Total Home Protection is good.

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Response from ServicePlus Home Warranty

Feb. 17, 2021

DonnaBertrand, MO

Verified purchase

Customer ServiceCoverageTechStaff

Reviewed Jan. 15, 2021

When the person called to sell me this Total Home Protection policy, I explained to him that my appliances are 20 years old. They were built in this house. He said that's not a problem. If they can't fix my appliance, it would be replaced. I have a JennAir Downdraft Range and it is giving me an F9 error. The repairman has come out several times. They can't find the motherboard for it. Now, Total Home Protection doesn't want to replace my stove. I am very upset about it. Don't use them.

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Response from ServicePlus Home Warranty

Feb. 23, 2021

In the policy it explains that if the part is no longer available we will offer parts and labor because our intent was to repair the unit. If that is not an option because the part is discontinued we offer a reasonable rate on both.

ColleenCapitol Heights, MD

Verified purchase

Customer ServiceTechPricePunctuality & SpeedStaffRates

Reviewed Jan. 15, 2021

Total Home Protection is the worst company ever. They just took my money. Six weeks after I signed up, I called them regarding several things. I had to pay $120 for someone to look at something. They went back and said everything was previous, but it wasn't previous. I fussed with Total Home Protection three times and they said, “We'll send someone else out.” Also, the original plumber never looked at all of my issues and left. That same organization sent someone else out and said, “He didn't look at this. He didn't look at this. He didn't look at this. We’re gonna take care of it.” They went back then I waited three to five weeks and they said kept saying they're waiting for a part. I still don't have my hot water heater fixed. I'm still taking cold showers.

I was told that my job was sent out. Five different plumbers called me and I didn't know who they were. I told Total Home Protection I would prefer the third person that they sent to come to my home and they said, “Well, if you prefer him, we're going to send you a check.” That was four weeks ago. The people I talked to, the resolution specialists, said they're the highest level I could get to. I felt so bad that I wanted to drive to New Jersey. I've also been trying to get the owner's name so I can send him a letter of how bad I feel I've been treated, but they gave me a fictitious name.

I am so dissatisfied I got another protection program. I'd rather pay someone else than have Total Home Protection come back in my house. When I signed up, I paid full price, so I didn’t have to pay monthly and then, I got to pay somebody else to come in again to look? Never would I recommend them. Don't give your money to them.

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Response from ServicePlus Home Warranty

Feb. 17, 2021

RonPort St. Lucie, FL

Verified purchase

Customer ServiceCoverageTechPricePunctuality & SpeedRefunds & PayoutsBilling

Reviewed Jan. 14, 2021

I kinda wish I had gone with a different warranty provider. Total Home Protection gives you such a runaround trying to get your money back out of some stuff that's been repaired. I'm still waiting for my refund. I put it at the end of December, and then they kept telling me I had to do this, and then I had to change something else and do something different. Now, I sent them the bill, and then they told me it wasn't good enough. I had to have paid marks on it. So, then I sent them a copy of my check and the bank statement thing. But now, I'm still waiting to see if they're gonna cover it.

Applying for the warranty coverage was pretty easy. I talked to a guy named Chris that was in charge of it, and I was asking a lot of questions, and some of them, he could answer properly, and some of them, he told me to call somebody else. One guy didn't know what the other one was doing. The company is slow and they don't inform the customer properly on what they've submitted.

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Response from ServicePlus Home Warranty

Feb. 17, 2021

JorgeSpring, TX

Verified purchase

Customer ServiceTechSales & MarketingPricePunctuality & SpeedMaintenanceStaffBillingValue

Reviewed Jan. 14, 2021

I'm not one of those people who jump to conclusions quickly. It took me three or four companies to go through and decided on Total Home Protection based on the overall cost, value for money, and my deductible payment was the lowest, terms were the highest. All these people from all over the country were calling me, and everybody was pushy. I get it, but the way you speak to people, from a personal perspective, is very important. My motto is, “If you don't like customer service, then don't service people.” I used to install stuff offshore and I'm a salesman now, so I come at this from different angles. I'm the wrong person to mess with whenever it comes to customer service 'cause I take it personal. Those things stand out a lot to me.

When I was a potential opportunity, the sales guy was awesome. He took care of me at the end, but at the same time, he was very pushy. It had that feeling of “Hurry up and get this guy, and get on to the next guy,” like it doesn’t matter. That pushes me away as a customer a lot, but luckily, it was the best value. Other than that, it was extremely easy to sign up and I’ve had to use them for electrical once. They came out and did what they needed to do. The repair guy was great. He was professional, explained things and had good communication. I’m happy so far.

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Response from ServicePlus Home Warranty

Feb. 17, 2021

TyeshaDelaware, PA

Verified purchase

Customer ServiceCoverageTechPriceStaff

Reviewed Jan. 14, 2021

Total Home Protection was cheaper compared to other warranty providers. I got a three-year warranty for very little money. Their rep walked me through everything. He gave me his phone number, just in case if I ever needed anything else. He was very nice and patient. Recently, the bathroom was leaking. They sent somebody out right away and they covered it. So far, they’re a very good company.

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Response from ServicePlus Home Warranty

Feb. 10, 2021

ShannonChesapeake, VA

Verified purchase

CoverageTechPriceBillingRatesTimeliness

Reviewed Jan. 13, 2021

Total Home Protection was offering a good package price and the initial co-payment was affordable for the same coverage that some of the other companies were offering. There was an issue with my water heater recently and it was resolved. The tech came in and got it done the same day.

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Response from ServicePlus Home Warranty

Feb. 10, 2021

WilliamHayfield, MN

Verified purchase

Customer ServiceTechPricePunctuality & SpeedStaffBillingRates

Reviewed Jan. 13, 2021

It's not cheap nowadays to do unexpected repairs. I was looking things up and said that I was interested. Total Home Protection called me, and they explained the program to me. I gave it a try, but it's not very good. I put in a request for a repair during COVID and they didn't get back to me. I finally reached out to them to find out why. I ended up having to call out a repairman myself and getting it fixed. I then talked to somebody there, and I submitted the bill for reimbursement back in November. I still haven't seen it. I'm waiting for this to come through. They told me last time I spoke to them that the process takes five weeks. I told them I would call them back in five weeks, but I'll probably just cancel with them.

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Response from ServicePlus Home Warranty

Feb. 17, 2021

The check is pending but will be sent within the next 10 days.

ElainePhiladelphia, PA

Verified purchase

Customer ServiceCoveragePunctuality & SpeedRefunds & PayoutsMaintenanceCoverage Limits

Reviewed Jan. 9, 2021

I have been waiting for them to fix my microwave for 4 months now 4 months and I paid for the service fee and they called me and tell me to find someone else to find someone myself. Why do I have this company and I can't get my money back. I really would appreciate if someone passed this person named Sean and not the lady who says she wants his company with been running it for the last three years. I need to talk to the president of this company or something cuz this is outrageous.

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Response from ServicePlus Home Warranty

Feb. 16, 2021

When service providers are unavailable for a multitude of reasons we offer our reimbursement program.

AlonzoConverse, TX

Verified purchase

Customer ServiceSales & MarketingPriceStaffRates

Reviewed Jan. 8, 2021

The customer service provided was exceptional. The salesperson was professional and provided a great customer experience. The salesperson was attentive and was very knowledgeable of the products and prices provided. He was positive and demonstrated the desire to provide a good customer experience.

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Response from ServicePlus Home Warranty

Feb. 3, 2021

RobinMonticello, AR

Customer ServiceCoverageTechRefunds & PayoutsMaintenanceStaffBillingTimelinessFollow-Through

Reviewed Jan. 8, 2021

I have been fighting over my hvac since my air conditioner went out July 28, 2020. They don't have a tech in my area so they had me get a diagnoses and estimate from 3 companies in my area. They want me to pay for everything up front and then they will decide rather or not to reimburse me. When my dishwasher went out they sent a tech. Even though he told them it was not preexisting but the mother board they refused to cover it, so I had to buy one and pay to have it installed. Every time I have e mailed mediation they claim not to have received it. I have had other people tell me they have had the same problem.

I have talked to all of their deptartments. I have been called a weak woman because I broke down crying in frustration. I have many health problems and my husband is a disabled vet. This was the same day my cat died from heat stroke because it was over 115 degrees in our house. I have been told to deal with it. Their recording and what I was told said no out of pocket expenses. I have a son who is autistic and not working plus we have a son in college that we help support. I can't afford to travel to meet my granddaughters, but they expect me to pay 6,000.00 out of my pocket and then they might reimburse me.

They have offered to refund a payment and call it quits. I am not letting them get away with it. I will continue to fight if I have to get an attorney to file a class action against them. I don't think that I am wrong for me to want them to do as promised. I now have a plumbing problem that I was told was covered but nobody will call me back.

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Response from ServicePlus Home Warranty

Feb. 9, 2021

JanicePhiladelphia, PA

Verified purchase

Customer ServiceCoverageTechStaff

Reviewed Jan. 8, 2021

On 12/29/2020 I called your office because my house furnace had went out. I first called a plumber to come and turn the water off that was coming from the busted heater. After that I called Total Home repair for a tech to come out to look at the busted heater. I was told that it was not covered under the warranty that I had but Total Home Protect does cover $1500 per year toward this type of appliance. Well next I received an email from Sharon Glover that now said your company does not cover furnace replacement/repair. I would like further clarification as to this claim. I am not happy about thinking you covered this appliance then being told that you don't. And I need clear understanding as to why my claim wasn't taken.

Today (January 8, 2021) I get a call from your customer service department soliciting me to sign up with Total Home Protection. Once I told him that I already was a customer, he hung the phone up on me. I look at this as not being polite and very rude. I would like to speak further with someone or I truly will withdraw from your company. I can be reached at **.

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Response from ServicePlus Home Warranty

Feb. 9, 2021

Your claim was denied due to a CRACKED HEAT EXCHANGER. As per the diagnosis received, it was found the heat exchanger is cracked and now requires replacement.

As per Section 5 Letter B under your terms and conditions Total Home Protection is not responsible for heat exchangers, cracked heat exchangers.

Total Home Protection values your business and understands the importance of keeping your systems and appliances in proper working condition. Please contact us toll free if you are still in need of service for this claim or have any ensuing failures on the systems covered within our policy terms.

MyraLithonia, GA

Verified purchase

CoverageStaff

Reviewed Jan. 7, 2021

Simon was very professional yet charismatic & helped in every way to get me the best coverage as a Veteran of the United States Navy Seabees. I appreciate it tremendously! He was courteous and genuinely showed that he cared about offering me the best deal.

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Response from ServicePlus Home Warranty

Feb. 3, 2021

CelissePhiladelphia, PA

CoveragePricePunctuality & SpeedRefunds & PayoutsMaintenance

Reviewed Jan. 7, 2021

This company claims that they can repair your appliance or replace it. They fail to tell you that if they can't repair it they will either deem it "defective" and therefore forfeits any liability to replace it, or they will only replace the cost of the appliance equal to the depreciation value of the appliance. Why else would one need an appliance warranty protection service if they wanted protection for appliances that are older and past the manufacturers warranty??

I have submitted FOUR claims for various appliance repairs since I became a client in Sept 2019. To date NONE of the claims have been satisfied. They claimed my microwave was defective and provided no evidence to prove that. When I complained they offered me a check for $150, that was in Oct 2019, to date I have yet to receive it. My dishwasher wasn't worth repairing so they only offered $150 towards a new one because of the depreciation value, I had to replace it with a new one for $600. I had HVAC repair approved by the company and am still waiting for reimbursement for the repair.

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Response from ServicePlus Home Warranty

Feb. 9, 2021

You have been sent the funds promised on the discussed claim. We apologize the service has not met your expectations and will try to do better going forward.

AnnieSan Diego, CA

Customer ServiceClaims HandlingCoverageTechPunctuality & SpeedBilling

Reviewed Jan. 7, 2021

During the holidays my ceiling had a leak. I filed a claim online and it was difficult to get this process going, they argued that the drywall from the leak is not covered and so far no one has responded. I filed a claim for the leak, repairs were completed by their vendor and approved by them. Now a month later, the plumbers are calling me for payment because their claims department (Tommy **) told them it is our responsibility. I have called Tommy over a dozen times and emailed him without a response.

I also filed a claim for the hole in the ceiling that needs to now be drywalled and he told me it was not covered. I had to point out the section in my policy that states it was covered. We are still waiting for a reimbursement and he has also been unresponsive. No one is returning phone calls and emails. I would appreciate someone reaching out to remedy these two claims. We paid 1500.00 for this policy. Very unhappy and I need to report them to the BBB.

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Response from ServicePlus Home Warranty

Feb. 9, 2021

The Repair to the drywall was covered and is being Reimbursed back to you within the 6-8 weeks timeframe we specified to you.

ThomasSummerville, SC

Customer ServiceCoverageTechSales & MarketingPunctuality & SpeedMaintenanceStaff

Reviewed Jan. 7, 2021

I've had four claims. Three times they didn't fix my stuff but offered $100 towards the repair. The third time I had to wait 3 months for the money. Haven't heard back on the fourth claim yet. I was sold by the sales rep that all my problems would be solved 100%. The claim adjuster's attitude was "take it or leave it". Don't go with this company.

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Response from ServicePlus Home Warranty

Feb. 9, 2021

Your claims were not covered under the terms and conditions of the policy. Had they been we would simply cover the claim. Yes we did offer goodwill towards the claim to assist as any company would to assist as best we can but the claim simply was not covered.

DeborahMcdonough, GA

Verified purchase

Customer Service

Reviewed Jan. 4, 2021

I just bought a one year home warranty plan after declining the 6 year. I agreed to the 6 year, then changed my mind after my credit union declined my card. I gave another card for a one year plan which my husband and I agreed upon. My concern is that I need to know that that $399.00 was taken from the second card and not the $2,250 for the 6 year plan. We made it very clear that we did not want the 6 year plan. I did not receive an email or text confirming my one year plan.

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Response from ServicePlus Home Warranty

Feb. 9, 2021

You were only charged for the 1 year you requested.

FrankAberdeen, MD

Verified purchase

Customer ServiceCoverageSales & MarketingPunctuality & SpeedStaffBillingRates

Reviewed Jan. 4, 2021

Well, I was very interested, I took for one year (14 months), they put me down for 6- years. (Did not do.) Then hit my credit card for more than they should have... I called. Talked to the manager then was promised he would fix it.... Weeks later nothing. I called the salesperson again. Fast talk, rude and nothing. NOW I AM PISSED... I will get it done today.. I am making calls and taking names.

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Response from ServicePlus Home Warranty

Feb. 9, 2021

CherylColdspring, TX

Customer ServiceCoverageTechRefunds & PayoutsBillingTimeliness

Reviewed Dec. 31, 2020

Paid 3yr in advance. The company will not cover anything (leaking water heater 16yr old ). "Tank not covered." We are rural & company can never find service techs. Paid extra for sewer policy. I got my own repair co and Total never paid anything of 2,000$ bill. NOW I requested refund & no RESPONSE. NO RETURN CALL. NOTHING!!

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Response from ServicePlus Home Warranty

Feb. 3, 2021

Policy states clearly the tank is NOT covered. We offered goodwill to the customer who accepted and the issue is resolved.

MichaelShawnee, KS

Verified purchase

CoveragePriceStaffRates

Reviewed Dec. 29, 2020

After researching the many home warranty options, I chose this company because they provide me with the coverage I needed at an excellent, affordable price. Stanley explained the coverages to me and discussed optional coverages with me without being pushy. The next step, of course, will be how they perform when needed. My expectations are high based on the size of the company and reputation.

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Response from ServicePlus Home Warranty

Jan. 29, 2021

JacquelineTobyhanna, PA

Verified purchase

Rates

Reviewed Dec. 26, 2020

I have not yet used your services because this is a new account, but I am closing it because I have found another service company that is more suited to my needs. The 5-star rating is because I would recommend this company to friends, but also advise them not to make any decisions in haste.

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Response from ServicePlus Home Warranty

Jan. 29, 2021

KellyHowell, MI

Verified purchase

CoverageStaff

Reviewed Dec. 24, 2020

Eli was very professional and got me the best deal for a Senior Citizen! It covers everything I need for a single woman who needs to protect her home. I don't have to worry about my furnace or air going out plus, a lot of other appliances and such.

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Response from ServicePlus Home Warranty

Jan. 29, 2021

StaceyWetumpka, AL

Customer ServiceClaims HandlingCoverageTechPricePunctuality & SpeedStaffTimelinessNetwork QualityCoverage Limits

Reviewed Dec. 21, 2020

Total Home Protection is the home warranty that the sellers of the house I purchased last month provided when I requested to have a home warranty. I noticed water coming from bottom of water heater last week and called Total Home Protection but could not get anyone on the phone. Instead I followed phone prompts to file a claim through an automated system. The very next morning I received a text from a contractor to come out to look at my water heater. He requested I pay $75 in cash for the service fee. I specifically asked their contractor if the water heater would be covered because I did not want to pay $75 just to be told this is not a covered item. He told me it should be covered. Well, he came out the next day and literally looked at the water coming out and said water heater needed to be replaced - it took him 1 minute to diagnose that it needed to be replaced. He filed a claim and I was told this would not be covered.

The policy states water heaters are a covered item, but continuing to read the “fine print”, they don’t cover replacement of the tank. I am not happy that I wasted $75 to be told it isn’t covered. This is a costly item and I can understand if it isn’t fully covered but not that there is zero coverage on this item! In summary, do your research. They are very hard to get on the phone and there is obviously a disconnect in their procedures since the contractor told me the water heater should be covered. Very disappointed. The next time I purchase a house, I will request which home warranty I want the seller to provide!!!

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Response from ServicePlus Home Warranty

Feb. 9, 2021

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. Every policy has inclusions and exclusions and, unfortunately, this issue was not covered per the contract.
In an effort to still assist the consumer, they good willed $150 to the tech which the consumer [ACCEPTED].

TolainaPgh, PA

Verified purchase

Customer ServiceCoverageStaff

Reviewed Dec. 21, 2020

When I signed up for the policy Derek ** said if I needed anything to call him directly. Well I did and he was very happy to answer the phone. Once he found out I was already a customer asked me to hold with no heads up as to what was next. Just transferred me. Employees should not set an expectation if they are not going to come through.

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Response from ServicePlus Home Warranty

Feb. 3, 2021

jamesLagrange, GA

Customer ServiceCoverageTechSales & MarketingRefunds & PayoutsMaintenanceStaffFollow-Through

Reviewed Dec. 18, 2020

If you even THINK about these folks, read the contract specifically "exclusions" very carefully. They basically cover NOTHING! In several claims for repairs they have one excuse after another to NOT cover. Even though their technician disagreed. They roll one exclusion over into another to deny claim. Several broken promises. Offered to reimburse me to a service call at my expense and if they found different than a former tech that they sent who misdiagnosed, then they would reimburse me and re-open the claim, which they did not and then denied that they said would reimburse. Long and short, think is one giant scam. DO NOT waste your money or time, as I did...

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Response from ServicePlus Home Warranty

Feb. 3, 2021

The consumer had a multitude of issues that we do not cover as per the terms and conditions of the policy. These exclusions are clearly listed and are available to view before you become a policy holder.

AlisonHurricane, UT

Verified purchase

Customer ServiceCoverage

Reviewed Dec. 17, 2020

When was inquiring about a policy became very pushy to get me to sign up immediately. After I received my policy I was reading through it and found that they were not upfront with some of the details. When I called to cancel my policy I was placed on hold for over 30 min before the line disconnected.

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Response from ServicePlus Home Warranty

Feb. 3, 2021

DennisDavenport, IA

Verified purchase

CoveragePriceStaff

Reviewed Dec. 17, 2020

The agent was very helpful in describing the plan. What the plan covered and the term and cost. He gave the information on a five year plan and a three year plan. All the plans sounded good, I took the 14 month plan.

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Response from ServicePlus Home Warranty

Jan. 29, 2021

ChrisPort St Lucie, FL

Verified purchase

Customer ServiceTechPunctuality & Speed

Reviewed Dec. 17, 2020

When I submit claims to Total Home, it's been good on some occasions. In others, it has been lousy. The contractor I had recently put in the wrong part. It works but what I have is a Kohler product and he put something else in. With another contractor we tried to get in Connecticut, Total Home never called back or scheduled our appointment. So, we had to schedule our own contractor.

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Response from ServicePlus Home Warranty

Jan. 29, 2021

NicoleLees Summit, MO

Verified purchase

Customer ServiceTech

Reviewed Dec. 16, 2020

Total Home Protection has been a good warranty company so far. I called in for a washer and then they said a provider would give me a call. It went smooth. All Star called within 48 hours. I’ve had them before when I had another warranty company.

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Response from ServicePlus Home Warranty

Jan. 29, 2021

JennyNewcomers Town, OH

Verified purchase

Customer ServiceCoverage

Reviewed Dec. 15, 2020

We love Total Home Protection so far. It's good to have. We only get social security a month and people like us need something like that. When our washing machine wasn't spinning out, we called them and they sent someone to come fix it. The guy was nice and he did a good job on it. He also explained the issue to me.

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Response from ServicePlus Home Warranty

Jan. 29, 2021

KellieTrinity, TX

Verified purchase

CoverageTechPunctuality & SpeedMaintenance

Reviewed Dec. 14, 2020

Total Home Protection sent somebody to check on the refrigerator. The tech was very nice and quick at getting the part needed in as quickly as possible. He put in a new evaporator said to give 24 hours for the refrigerator to work and it's still not working. Nothing's cooling off. I need the tech to come back out and fix it. Total Home's tech needs to make sure he does the job correctly. They should send him back or send me someone new.

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Response from ServicePlus Home Warranty

Jan. 29, 2021

RoyalWharton, TX

Verified purchase

Customer ServiceTech

Reviewed Dec. 13, 2020

Usually, somebody calls me back and contacts me in two days. The techs they send are good. Total Home is good to have.

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Response from ServicePlus Home Warranty

Dec. 31, 2020

AlaundaTarpon Springs, FL

Verified purchase

TechPunctuality & SpeedStaff

Reviewed Dec. 12, 2020

My daughter had Total Home Protection so I decided to get it 'cause she had good luck with it. I can't do a lot of things at the house that I normally could do and Total Home Protection could help a whole lot. They are a good service to have. Normally, if you have something go out, it takes so long for the service person to come and get it fixed. With Total Home Protection, it’s a lot quicker. The technicians come in and do their job as fast as possible. They're very courteous too. I had two different visits and the fellow was very nice. There were minor things but he did a good job. He knew what he was doing.

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Response from ServicePlus Home Warranty

Dec. 31, 2020

EmmaBrownwood, TX

Verified purchase

Customer Service

Reviewed Dec. 11, 2020

I was very pleased with Mason, he was energetic and positive about getting all the information to me about Total Home Protection. I had lots of questions and he answered all of them with a smile. (I could tell by the way he spoke over the phone.) He loves what he do. He also told me that Total Home was the best protection I could have, so I decided to give them a try.

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Response from ServicePlus Home Warranty

Dec. 31, 2020

ArthurMonaca, PA

Verified purchase

Customer ServiceTechPunctuality & SpeedRefunds & Payouts

Reviewed Dec. 11, 2020

Worse company ever. Paid for a service that they could not provide. Had it repaired by the manufacturer after waiting 6-weeks for them to send someone, then got the runaround for 5-months trying to get reimburse for the money I spent to have it repaired. I called every 2-weeks asking where my money was and they would just tell me a check would be mailed on Friday. Five months later I got reimbursed. After we were told to get our own contractor and we would be reimbursed in 30-days. Never again.

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Response from ServicePlus Home Warranty

Jan. 29, 2021

We apologize for the delays as we were dealing with internal issues beyond our control. We are happy you were finally compensated.

JustinRoy, UT

Verified purchase

Customer ServiceTechPriceStaff

Reviewed Dec. 11, 2020

My current home warranty was about to expire and it proved worthwhile for my first one. I didn’t like the company I was with prior. I called around a couple of times and spoke to one the reps from Total Home Protection. His name was Frank. He wasn't super pushy. He gave me all the information I was looking for and gave me time to think about it. It made me feel like that was the company I wanted to deal with.

We were having an issue where there was a weird sound coming from our furnace. We were unsure with what the problem was at the time. Then all of a sudden, I woke up at 2:00 in the morning. It was making a thudding sound from my furnace room and my furnace was no longer putting out heat. I put it in online like the email said to do then I tried calling to see the time when somebody would be coming out. I couldn't get any information but there was an email that came out on Sunday night and it ended up in my junk folder. The guy that came out was awesome. The reviews that I read weren’t awesome and I was a little concerned but the guy did everything for me. He explained everything too. Total Home Protection is totally worth it.

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Response from ServicePlus Home Warranty

Dec. 31, 2020

BrendaStatesville, NC

Verified purchase

Staff

Reviewed Dec. 10, 2020

It was good. He help me out with a lot. I will tell my friends and family. I just hope that you all are better than American Warranty. The salesman that I had he was nice and I think he Done be good job.

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Response from ServicePlus Home Warranty

Dec. 31, 2020

NaoualCordova, TN

Customer ServiceCoverageTechPriceMaintenanceStaff

Reviewed Dec. 10, 2020

I called them for a microwave that stopped working, they sent a technician the problem was solved, after a few days the unit has stopped working again so they sent the technician again and the diagnoses was to change a part or change the unit since the part is more expensive than the microwave itself, of course at this point they came up with something called a pre existing condition failure and refuse to cover the cost or fixing the problem. Please don't get the service, they cheat you out of your money.

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Response from ServicePlus Home Warranty

Jan. 28, 2021

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 us. We are committed to providing a positive customer experience and doing the right thing for all our customers, contractors, employees, and our company.

BrettWaukesha, WI

Verified purchase

CoverageTechPunctuality & SpeedStaffBilling

Reviewed Dec. 10, 2020

I wasn't happy with my claim experience when my furnace went down. The motherboard and the induction motor went. The contractor swapped the motherboard out but that wasn't enough. They had to get the induction motor. Total Home Protection did get the contractor out fairly quick with it being on Thanksgiving and getting that part taken care of was fine but Total Home Protection only covered half the problem so I got stuck with a bill. The contractor was great but Total Home Protection lost them. He said he'll never do business for them again. They may lose a customer too when my contract's up.

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Response from ServicePlus Home Warranty

Jan. 28, 2021

TECH REPORTS THAT THE CONTROL BOARD HAS FAILED AND NEEDS TO BE REPLACED, THP WILL COVER THIS

HOWEVER AFTER THP COVERED THE REPAIR OF THE CONTROL BOARD TECH FOUND THAT ONCE POWER WAS RESTORED THAT THE INDUCER MOTOR ALSO FAILED AND NEEDS TO BE REPLACED

THE FAILURE TO THE BOARD RESULTED IN SECONDARY DAMAGES TO THE INDUCER MOTOR

PER SECTION 7X SECONDARY DAMAGES NOT COVERED

JohnGranite City, IL

Verified purchase

Customer ServiceTech

Reviewed Dec. 9, 2020

I had a leak in the basement and I phoned it in to Total Home Protection. The tech was fine.

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Response from ServicePlus Home Warranty

Dec. 31, 2020

JollynCibolo, TX

Customer ServiceClaims HandlingCoverageTechMaintenanceStaffTransparencyWait Time

Reviewed Dec. 8, 2020

Updated on 12/10/2020: Claim **. Your company assigned a company that has NEVER worked for your company. They had not even completed the application you require for vendors. A very unprofessional guy came to my home, took my dryer apart, said he had to go back to his office to get authorization for the repair. I called them to get an update and they stated they didn't want to work with your company and had not completed the application. YOU have sent a person that you have never worked with!!!! ARE YOU KIDDING ME???? NOW I have no dryer still and no one is assigned to come fix it!!! Your "Manager" just hung up. I need someone to call me right away!! **

Updated on 12/09/2020: After 48 Business hours still no contractor has been assigned to my claim. I have called several times and the customer service personnel are rude and state they are NOT an emergency service company. No one can give a good answer.

Original Review: Submitted a claim on Saturday with online portal which immediately showed a provider which was exciting. I reached out to the provider but I hadn't heard from them on a time for Monday so I called THP. They stated it is not an emergency and the assignment of provider had not been completed it takes 24/48 BUSINESS HOURS. The lady explained that the Home Warranty department is not an emergency service. I was with One Guard for 4 years. I never had horrible customer service or a delay in getting a service provider. Now the second day they are still looking for a provider even though I was initially assigned a provider...WHAT?? I DO NOT RECOMMEND this Home Warranty Company and as a Realtor I won't be recommending this company to ANY of my clients!

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Response from ServicePlus Home Warranty

Jan. 28, 2021

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

III. REQUESTING SERVICE

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

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

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

BasuAnnville, PA

Verified purchase

Customer ServiceTechPricePunctuality & SpeedRefunds & PayoutsStaff

Reviewed Dec. 8, 2020

Total Home Protection is a good company and I've already referred a couple of people to them. The recent claim I had was about my furnace. The heating system wasn't working at home. The office was closed during Thanksgiving and I couldn't wait for them. I called one of the local technicians who came and helped me. Then I called in and Total Home Protection helped me out. We are in the process of reimbursing the cost of what was done.

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Response from ServicePlus Home Warranty

Dec. 31, 2020

KellyLubbock, TX

Verified purchase

Customer ServiceClaims HandlingTechSales & MarketingPriceBillingRatesSales Tactics

Reviewed Dec. 8, 2020

The warranty that I got when I bought the house expired and I thought of renewing with the company but the price was a little to high for me. So I looked online and did some stuff. I got calls from 12 different companies. The other companies were much more aggressive. I don’t like that hard sell. It really irritates me. But Total Home was not aggressive. We started talking and I told the guy I couldn’t afford to do it right now because it was a little pricey. But he kept giving me a better offer. He came up with a five-year offer with one year free. The price was right. It was a good deal. So it's five years for the price of four, and I got a discount. Also, they allowed me to make four monthly payments.

I called when I had to submit a claim because I've never used them before. They told me what I had to do and explained it to me. It was quite easy. They took my information over the phone, and they said there's an online process to use. I like online stuff. It’s easy for me to do. I sent in the claim when I had a lone circuit breaker in my fuse panel and I liked the electrical company that came out so much. It was a great service.

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Response from ServicePlus Home Warranty

Dec. 31, 2020

KarenEustace, TX

Customer ServiceClaims HandlingTechPricePunctuality & SpeedRefunds & PayoutsMaintenanceStaffHonesty & Transparency

Reviewed Dec. 7, 2020

We have been dealing with them for months on a check to help buy another freezer that they didn’t want to fix and here 6mos. Later still no check. You call them and they say it will be sent a certain date. Well that was lie #1 never received it. Keep telling us well it’s going to be another date. Lie #2 Also the same thing happened on a washer and dryer that they didn’t want to fix. Finally got a check for them 10 mos. later. You call to file a claim and it takes them sometimes weeks to send an technician and when you need appliances or whatever repaired right then you end up having to pay for it yourself to get repaired. Then they don’t want to reimburse you for any of the cost. If you have to pay for it yourself why pay out your hard earned money every month to a home warranty that doesn’t do their part. Now our heater went out and it’s getting cold and they are taking their sweet time to get a tech out so guess what we are going to have to pay it ourselves.

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Response from ServicePlus Home Warranty

Jan. 28, 2021

The check was sent out on 1/14/21 and should be received by you shortly. As for the heater claim please contact our CS dept for further assistance on that issue.

TravisRiver Falls, WI

Verified purchase

Customer ServiceCoverageTechPunctuality & SpeedMaintenance

Reviewed Dec. 7, 2020

I was looking at a different warranty company. Then, I was looking online and I found Total Home Protection. They gave me a better deal, so I went with them. Recently, my heat stopped working so, I needed to get my heater fixed. The claim was super easy to do and I was surprised with how easy it was. I made the claim on Sunday morning and I got a response on Monday morning. Then, the techs came out to fix it on Monday, so the process was very quick. The techs were also good. Two guys came in and one of them was training the other. They did what they had to do, didn't make a mess, and cleaned up after themselves. And they put the thing back together better than what it was when they got here. Since the visit, my heat has been working well. I highly recommend Total Home and I would recommend for others to do the same length that I did, which is six years..

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Response from ServicePlus Home Warranty

Dec. 31, 2020

KatrinaUnion City, GA

Verified purchase

Customer ServiceCoverageTechPunctuality & SpeedStaffTimelinessWait Time

Reviewed Dec. 7, 2020

I called Total Home Protection a couple of times, and the wait time was long but what isn't long nowadays? I found out I could do the claims online. I did it online. I wasn't certain that it had been received. Then I went back and checked it. They said it had been sent to someone. I was cool with that. But what got me was I went online and I saw it had been sent to ABC Company. Then it said it got switched to another company. Both companies showed up. The first company came and while the tech was working, the other guy showed up. He said, "I'm here to service your heat." I said, "Somebody is already here." It was a big mess. I was upset and frustrated. It was nothing to complain about necessarily, but it was kind of confusing.

When the guy was here, it was when we had the real quick cold snap. It was down to 20 and my heat didn't feel hot. The guy fixed it and that thing got hot. But the next day, it did the same thing. I did call them back and they said, "Didn't you have heat when he left?" "I did. But the next day, I did not." I was kinda frustrated with how they talked to me. I have a heat pump and I had to google heat pump to kind of understand. The guy that came to service it gave me a little bit more information about a heat pump. He had an accent, and it was a little hard to understand him but he was a good technician. I just didn't like the way the girl talked to me over the phone. That was a little odd.

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Response from ServicePlus Home Warranty

Dec. 31, 2020

AnthonyBirmingham, AL

Verified purchase

TechStaff

Reviewed Dec. 6, 2020

When this contract with Total Home is over, I'm going to go with someone else. The techs they sent out were unprofessional and the last guy who was here was terrible. He said he was too busy trying to go to another client's house. He also said that he was going to order something else but I haven't heard back from him yet. Aside from that, I couldn't anybody on a weekend, which is another bad thing.

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Response from ServicePlus Home Warranty

Jan. 28, 2021

Thank you for contacting us with the above referenced review. We at Total Home Protection treat each review with the utmost respect and use this feedback to better serve our valued customers. Understandably there are two sides to every story and always look for a fair resolution between all parties.
The vendors that Total Home Protection sends to service your claims are third party vendors. While we have a heavy and thorough vetting process, we are unaware of issues experienced by consumers unless/until notified. Should you ever experience issues with a vendor sent to your home, please notify us immediately by calling 1-800-545-0402 or by emailing info@totalhomeprotection.com.

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. Should the vendors we send to your home not meet those standards, we will take necessary action to remedy the situation. If you have any questions, please contact us at 1-800-545-0402.

BrianPalm Beach Gardens, FL

Verified purchase

Customer ServiceCoverageTechPricePunctuality & SpeedMaintenanceStaffRatesCoverage Limits

Reviewed Dec. 6, 2020

The price and the coverage versus some other companies I've been with in the past were what helped with my decision to go with Total Home. However, because of the service I've been provided, I'm dissatisfied at this time. I called back in October for an issue with my stove, and they sent out a company. They came, and there was a $75 service fee. The guy said, “Hey, I’ll get the parts in a week or so.” It is December, and my stove is still not fixed. I contacted them and I’ve been back and forth leaving them messages and waiting for them to call me back.

Finally, I’ve had enough. I called Total Home today and said, “Hey, look. This vendor never even came back, took my $75.” Now, I’m waiting for an email from them so I can set up a new appointment with a different vendor to fix the problem. The customer service has been fine. They’re doing what they gotta do. When they outsource it to other companies though, and if they don’t show, it’s out of their hands. It’s also my fault for not calling the corporate office sooner, but Total Home should be vetting their vendors.

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Response from ServicePlus Home Warranty

Jan. 28, 2021

Thank you for contacting us with the above referenced review. We at Total Home Protection treat each review with the utmost respect and use this feedback to better serve our valued customers. Understandably there are two sides to every story and always look for a fair resolution between all parties.
The vendors that Total Home Protection sends to service your claims are third party vendors. While we have a heavy and thorough vetting process, we are unaware of issues experienced by consumers unless/until notified. Should you ever experience issues with a vendor sent to your home, please notify us immediately by calling 1-800-545-0402 or by emailing info@totalhomeprotection.com.

JennyKiln, MS

Verified purchase

Customer ServiceTechPunctuality & SpeedRefunds & PayoutsMaintenanceStaffBilling

Reviewed Dec. 5, 2020

I had my air conditioner unit serviced because I felt like it wasn't working like it normally did. My light bill was also going up and I was getting my filters changed. The tech that Total Home Protection sent out put some Freon in it. At the same time, I had a leak and he fixed the leak. He was good and I don't have any complaints about him. He was on the up and up and he was very nice. He also seemed like he knew what he was talking about. But when I called Total Home, their phone was cuckoo. I was told I could go online and submit the claim there but I'm not always able to get to internet or a computer when things happen.

I know it's COVID and I don't know how many people they have answering phones but it seemed that it took too long to get to talk to someone. Then once they got my claim, it was longer waiting for the contractor to get with me, which I understood because he said he had a stroke six months ago and he was only doing two people a day. All in all, I'm glad I have Total Home because I would have paid more for that service to not pay every month for having someone come out. I paid him $60 when he came and I was glad that he got the work done because then I didn't have to bother my brothers or somebody else. Having the warranty is convenient as well and it gives you a little bit of security knowing that if something breaks, you got somebody to come out and take care of it.

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Response from ServicePlus Home Warranty

Dec. 31, 2020

TimothyLakeland, GA

Verified purchase

Customer ServiceCoverageTechPricePunctuality & SpeedRefunds & PayoutsStaffRatesTimelinessHonesty & Transparency

Reviewed Dec. 5, 2020

Don’t use Total Home Protection. They got to have reviews saying they have been friendly and that’s the biggest lie they ever told. It was 30 degrees where I was. I told their technician that I needed them out that day and he said, “Well, if you need me out today, call and tell them to send somebody else.” He was rude. I called Total Home Protection and told them what he said. The lady asked me if I could find a technician. I said, “Yes. I use a guy who serves my other unit in my other home.” She said, “Well, get him,” so I did. I then called and told them that my unit went out. I let them talk to the technician I provided and they were very rude. They were not only yelling at me but also at the technician and the ones who were giving them the information.

My technician said it's best to replace it, because he was telling them what was wrong with the unit. He said the blower and the wheel went out. It's an old unit and it was time to replace it, but they didn't want to. They said they’ll pay for the parts. The technician they provided also called the next day and said, “Do you need me to come out?” It was 5 o'clock that evening. I told him no and that I already got my unit replaced. I wound up paying $8,000 for a unit, but Total Home Protection was only gonna give me $325 'cause that’s how they were gonna pay their technician. I said no 'cause the part costs more than $325.

Four days later, the last lady I talked to said, “You haven't sent your paperwork in.” I said, “Yes, I have.” For $325, I had to send the paperwork in again because they couldn’t find it. All I wanted was my 325 that they promised me. I said that, “Then y’all could do whatever y’all wanna do.” It’s the only claim I ever made and I’m not happy with them because they said that they’ll replace my unit if it needed to be replaced or they’ll match the price.

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Response from ServicePlus Home Warranty

Jan. 28, 2021

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.
Due to an internal system issue, there was a delay in the check being sent. ( We have expedited the check to be sent within the next 7-10 days)
In an effort to provide good customer service we have added a free service charge fee on the consumer's account. We apologize for any inconvenience this may have caused.
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.

YvonneLouisville, KY

Verified purchase

Customer ServiceCoverageTechRefunds & PayoutsMaintenance

Reviewed Dec. 4, 2020

This situation is dragging on too long. Your guy came in to my house twice. Paid him first time but a few days the problem came back. Second time he was unable to fix it. So far have not gotten my refund of $99. The next thing they told me to get a company of my choice. Told me to call them and get an estimate but don't pay them if it was going to be over a certain amount but it will be over that amount. So I'm sending a claims reimbursement but will l get the full amount back? I'll let you know about this answer. I'm writing to let you know this is getting me totally stressed out. This shouldn't be this way. I will let you know how this will end. Thank you for listening and will let you know how this plays out. I need a bath.

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Response from ServicePlus Home Warranty

Jan. 27, 2021

Due to an internal system issue, there was a delay in the check being sent. ( We have expedited the check to be sent within the next 5-7 days)

ClaudioMiami, FL

Claims HandlingCoverageBilling

Reviewed Dec. 4, 2020

I want to report Total Home Protection. These people are a Fraud. I Put in a Claim Ten (10) months ago to replace my dishwasher, a total of $300. To this day, I have Not received the payment. And they are Using the COVID-19 as an Excuse. I can't get in touch with them. There are people Vouching for these guys, that's because they want to have enough Reviews to lean on, and we of course we fall for these Bandits. I will pursue this until I am satisfied or I will Cancel this Policy, Number **. Stay Safe Everyone, Use a Mask, Avoid Groups.

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Response from ServicePlus Home Warranty

Jan. 27, 2021

Due to an internal system issue, there was a delay in the check being sent. ( We have expedited the check to be sent within the next 7-10 days

In an effort to provide good customer service we have added a free service charge fee on the consumer's account. We apologize for any inconvenience this may have caused.
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.

GlendaHouston, TX

Verified purchase

Customer ServiceTechPunctuality & SpeedMaintenance

Reviewed Dec. 4, 2020

We were shopping around for a home warranty and we went to the one that was more suitable for us. Then we decided that Total Home Protection was the best one that we needed to go with. We recently called in a claim for the air conditioning and the guy who came out was very nice. I was totally surprised because we called the claim in late at night and the guy called us the next morning. Being that it was the day before Thanksgiving, I figured that people would be taken off fairly early and we may not get a call until after Thanksgiving, or we might have gotten a call but I didn't expect the serviceman to come out. But he called me at 8:45-ish that day and said he'd there by 9:20. He arrived on time and he fixed the problem.

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Response from ServicePlus Home Warranty

Dec. 31, 2020

MattLexington, KY

Verified purchase

Customer ServiceMaintenanceStaff

Reviewed Dec. 4, 2020

I called a couple of places. Total Home Protection called me back, and I liked what they had to say the best. I've used them one time for HVAC. It was a small issue to fix and the repair guy was very professional.

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Response from ServicePlus Home Warranty

Dec. 31, 2020

G.Fl, FL

Verified purchase

CoverageTech

Reviewed Dec. 3, 2020

My dishwasher wasn't cleaning like it should. The tech came and fixed it. He was respectable and nice. Everything has been good since he came out. This warranty is a good thing to get.

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Response from ServicePlus Home Warranty

Dec. 31, 2020

FaithCoopersville, MI

Verified purchase

Customer ServiceCoverageTechRefunds & PayoutsMaintenanceStaff

Reviewed Dec. 3, 2020

I've had nothing but problems with Total Home and I already told them that I will not be returning to them as soon as my contract's over. I live in Michigan and I called October 1st for a problem with my furnace. I understand Corona, but I didn't get anybody out to my house until the Monday after Thanksgiving. Also, the contractor I finally got out to my house from them doesn't work with Total Home, so I had to pay out of pocket for the visit. I then find out that even if Total Home was going to cover it, they wouldn't cover it because I'd have to pay out of pocket and I have to go through reimbursal.

I don't have heat, so I had another week of me calling every day, trying to figure out, "What's going on? What's going on?" Everybody's telling me a different person has to report the thing to Total Home. Total Home’s calling the furnace company, while the furnace company’s trying to get ahold of Total Home and can't get ahold of them. It's a back and forth phone tag. I then had some lady from the claims department tell me that my system was neglected. My system has a filter on it, but she said it didn't have a filter and all this other **.

The door was off of it because I was manually tripping it to turn it on to try to keep some heat in my house besides the oven. She's sitting there arguing with me that I haven't had it serviced, so therefore it's not working. I said, "Servicing it has nothing to do with the computer chips on it." That's like saying your hood latch on your car didn't get serviced, and that's why your engine failed. It's not a part that gets serviced. She was also saying that it wasn't clean. Is anybody's furnace clean once they just had it cleaned? I don't think so. They decided not to cover my furnace, so I'm still without heat.

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Response from ServicePlus Home Warranty

Jan. 29, 2021

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. Every policy has inclusions and exclusions and, unfortunately, this issue was not covered per the contract. Your unit was running without a filter and in poor condition upon inspection.

PeterScottsdale, AZ

Customer ServiceCoverageTechPricePunctuality & SpeedRefunds & PayoutsMaintenanceStaffRates

Reviewed Dec. 2, 2020

THP was referred to me by a friend, and I normally don't go online to write reviews, but I was especially dissatisfied with my experience. The company told my technician and myself over the phone they would reimburse a specific amount for A.C. Repair (wholesale rates for parts) and sub-standard labor fee which was fine. A week later they said they would only reimburse about half of what they said because the initial representative on the phone made an error. Well it was a little too late because I already said to go ahead with the repair assuming the quoted reimbursement amount.

Instead of standing by their error they refused to reimburse the amount they promised. On top of that, I had to call in 3 times to have 3 different representatives say that they were sending out the reimbursement check for processing over a period of 3 months. Not to mention I've had to tell them to stop calling me a dozen times over the phone when they try to renew my policy. I would not recommend this company to anyone. I also saw that they have had cease and desist orders in some states.

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Response from ServicePlus Home Warranty

Jan. 29, 2021

BrendaMcdonough, GA

Verified purchase

Customer ServiceCoverage

Reviewed Dec. 2, 2020

I'VE RQUESTED NOW 4 TIMES, VIA EMAIL OR PHONE, please send me my policy # and date of draft. I'm beginning to wonder if you are a real company. I would like to refer a friend, but so far your service has been less than satisfactory.

Brenda

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Response from ServicePlus Home Warranty

Jan. 21, 2021

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. The information you are requesting is available online at totalhomeprotection.com or If you have any questions, please contact Customer Service during normal business hours at 1-800-545-0402.

JosephMilton, FL

Verified purchase

Claims Handling

Reviewed Dec. 2, 2020

Submitting a claim to Total Home Protection was easy.

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Response from ServicePlus Home Warranty

Dec. 18, 2020

JennaroSewell, NJ

Verified purchase

CoverageTechPriceMaintenanceStaff

Reviewed Dec. 2, 2020

The technician was here for the washing machine today and he doesn't know if the parts are available. He said that they possibly can't get the parts to fix it. If they can find the parts, they don't know how long it would take to get and it may be too expensive to repair. He was talking somewhere in the neighborhood of $1,000 to $1,200 just for the parts. Other than that, I'm very satisfied with Total Home. They're very good.

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Response from ServicePlus Home Warranty

Dec. 18, 2020

L.Md, MD

Verified purchase

Customer ServiceCoverageTechSales & MarketingPriceRefunds & PayoutsStaffBillingRatesFollow-ThroughCoverage Limits

Reviewed Dec. 1, 2020

When I called Total Home, I thought I was talking to American Home and they never corrected me. They came off with this fantastic offer saying that because of the pandemic, they were reducing their prices. They had a low price of 375 and when I said I was a senior, the rep said I get their warranty for 325. I had my first call with them when I had an electrical problem with my refrigerator. The person who was going to come couldn't come for another week off. I looked up the person they were going to send because he didn't want to give me an address. I found that he was more like a handyman. I talked to some of my customer solution reps to tell me that I could go out 'cause it would be a while before they could get somebody else. They said that if I knew an electrician, I could get them and Total Home would reimburse them. But, they would have to call and get authorization first.

The electrician came and gave me the bill. He called Total Home and they said that they can't approve the claim. They got to call and talk to me. It took three more days before I talked to the Total Home guy and he said that they could only approve $189 or the $309 fee. This is fine as long as I get some money back because Total Home gave the tech his approval to go out. When one company can't do something, Total Home should have another company they can call instead of telling me to go out and find somebody and that they would reimburse me up to a certain point. I faxed the receipt, the invoice, and the claim form, and the rep called. I missed that call and he said he was trying to get in touch with me. I left him a message Tuesday, Wednesday, and Thursday but I still haven't heard from anybody. Total Home says that when I call, they have 24 to 48 hours to get back to me. I was going to send a letter once I find out who the CFO is and let them know this is false advertising.

Their manager Tony is not returning calls and he claimed he had 24 to 48 hours to get back to me. If Total Home has that many people calling in, they should have an assistant. Once I read their contract, they have this stuff covered because they're based in New Jersey. If I have a problem with Total Home, I gotta go to New Jersey to do mediation. They appear to be a scam company. They take your money but they're not providing any type of quality service. This has been a very frustrating experience because they don't follow through with anything. Nobody gets back to me timely. It's just crazy. They should finish one person with their problem then move on and not have any hanging out there.

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Response from ServicePlus Home Warranty

Dec. 31, 2020

We apologize for the delays on the check but can assure you that as of 12/29/2020 the check was mailed and should be to you shortly.

MeariaMarietta, GA

Verified purchase

Staff

Reviewed Nov. 30, 2020

My experience was good handled professionally by Jimmy **. I like that you are not tired into contacts, and the various ways that can be offered to place you in the right type of home protection plan and to mention that they have a senior plan which most of the companies I’ve experience does not have. Overall he very helpful. Thanks.

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Response from ServicePlus Home Warranty

Dec. 1, 2020

AmandaPhiladelphia, PA

Verified purchase

Customer ServiceCoveragePricePunctuality & SpeedRefunds & PayoutsMaintenanceStaffBilling

Reviewed Nov. 30, 2020

It takes a while for us to get somebody to look at whatever our issue is. It has taken about a month for our claim about a refrigerator. The person who looked at it was very professional and I was very happy with his evaluation. However, I have been told that I will be receiving a lot less money than what it's worth to repair or replace the refrigerator. I was not so happy about that. Also, even though I was promised a compensation, I have not seen the compensation and it's been four months. I keep calling and they say there's a delay, so nobody is sending to check or looking into it. I call on a regular basis, and the reps say, ”Oh, sorry, we’ll expedite it.’ I call again, they're like, “Oh, you are on the expedited list.” So, I am starting to worry about the integrity of the company, and if they're really going to be sending any compensation.

When I first signed up, I was told that people would call me within a certain time range and that I would get covered for this and that. When I was promised initially I felt like things were gonna work out. There was no delay in getting my money to them but there's a delay in what they approved would be a fair payment. I spoke with supervisors and customer service and things are not getting anywhere. So, I don't know how much longer I should wait on them to get things rectified but I'm pretty close to the bottom at this point.

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Response from ServicePlus Home Warranty

Dec. 29, 2020

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. The amount offered has a 6-8 week turnaround for processing as told to the consumer on December 3rd. As of today we are still within that timeframe.

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. If the consumer would like to speak to someone in regards to these issues, they can contact us at 1-800-545-0402.

KarenMountain View, MO

Verified purchase

Punctuality & SpeedMaintenance

Reviewed Nov. 29, 2020

There was a part of my furnace that needed to be replaced. It took a while to get and the repair person had to order a part. Other than that, my experience was fine. Total Home does what they're supposed to do. They get people out and get my problems fixed. Sometimes, some claims take longer than others. But for the most part, they're pretty prompt.

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Response from ServicePlus Home Warranty

Dec. 15, 2020

R.Fl, FL

Verified purchase

Customer ServiceTech

Reviewed Nov. 29, 2020

Total Home Protection is very difficult to get ahold of. I had a garbage disposal issue and they assigned somebody to us. The person never called or showed up. My daughter finally did get ahold of somebody who said that they are not affiliated with Total Home Protection any longer. So I had to call back and get a new person. They got me a new person who came out subsequently.

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Response from ServicePlus Home Warranty

Dec. 15, 2020

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. If you have disputes with any of your claims, always feel free to contact us. We are committed to providing a positive customer experience and doing the right thing for all our customers, contractors, employees, and our company. If the consumer would like to speak to someone in regards to these issues, they can contact us at 1-800-545-0402.

P.Nc, NC

Verified purchase

Customer ServiceCoverageTechPunctuality & SpeedMaintenanceStaffTransparency

Reviewed Nov. 28, 2020

My garbage disposal quit working. A plumbing company came out that day and the tech diagnosed my issue. That was excellent customer service. He said that the disposal needed to be replaced and that he would put my claim in the system. He said that they should be back that week to fix it. I didn't hear anything from him for a couple of days. I called him first and didn't get an answer, so I texted him 'cause he left a number and I said, "Are there any updates?" He said, "Well, the portal has been down and I haven't been able to get in." I gave it a couple of more days and I texted him again and I didn't hear back. Then after a couple more days, I texted him again, and he said, "I'm so sorry, but the portal has been down at Total Home and I haven't been able to put anything in."

I gave it a couple more days. And I was back and forth asking if there were any updates. I was trying to be patient because COVID is going on and service is a bit slower. But waiting almost four months to get a garbage disposal fixed was terrible. I called the tech one time when it was raining and he told me that I wasn't a priority and that they have other things that were 'cause they had people flooding out of their house. I said, "Okay, I understand that. But can you tell me when you can get back to me?" He told me the week of Thanksgiving.

I texted them on Monday the week of Thanksgiving and I asked if there were any updates. The tech promised me that he will get to me that week. That week went by and I still didn't hear anything. I called Total Home and asked to speak to a supervisor. Nobody called me back. The rep said they called the plumber and the plumber said he would put my claim in the portal. Last week I called back and spoke to a really nice rep. He said that he saw in the system that I had been waiting. I asked to speak to a supervisor and the supervisor finally came on the phone. She said that the plumber no longer worked for them and that they would get me scheduled as soon as possible. I told her that I should be a priority since I've been waiting for three months. I said that I understood that flooding should go first but I have been more than patient. She said they would get me taken care of as soon as they could.

Someone called me and set me up a date. The tech came, provided excellent customer service, and diagnosed the problem. He went back to his truck nd put the claim in the portal. He came back, put the replacement disposal in, and he was gone.

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Response from ServicePlus Home Warranty

Dec. 29, 2020

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.

The claim was reassigned and taken care of for the consumer. If you have disputes with anymore of your claims, always feel free to contact us. We are committed to providing a positive customer experience and doing the right thing for all our customers, contractors, employees, and our company. If the consumer would like to speak to someone in regards to these issues, they can contact us at 1-800-545-0402.

JeffreyCalera, AL

Verified purchase

Customer ServiceTech

Reviewed Nov. 28, 2020

Total Home Protection gave us the best deal and I'd recommend them. We had a claim recently for the hot water heater. I called it in and the process was easy enough. The techs did repairs on it and I don't think there are any more problems. We now have warm water.

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Response from ServicePlus Home Warranty

Dec. 15, 2020

RoyGuyton, GA

Verified purchase

Roy increased rating by 4 stars.

CoverageRefunds & PayoutsBilling

After a positive interaction with ServicePlus Home Warranty, Roy increased their star rating on Nov. 25, 2020.

Updated review: Nov. 25, 2020

Simon ** is the rep that is setting up my policy. Simon immediately handled my issue, very professionally. Although my policy needed to be cancelled in the process, I will be able to set it up on December 2nd at the same monthly rate. I respect a company that handles its mishaps immediately and professionally. I'm looking forward to a long relationship.

Original Review: Nov. 24, 2020

I spoke with Simon ** on 11/24/2020. He was insistent on getting me to pay for coverage on 11/24/2020. I explained that I couldn't afford it today but could on December 2nd. Simon offered to delay payment until Wednesday December 2nd if I signed up on 11/24/2020. I agreed to sign up on that date, but the payment was processed on 11/24/2020 instead of 12/02/2020. Suffice to say that I am extremely unhappy.

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Response from ServicePlus Home Warranty

Dec. 15, 2020

CynthiaCollierville, TN

Verified purchase

Customer ServiceTechSales & MarketingPriceMaintenanceStaff

Reviewed Nov. 18, 2020

Roger was very informative and patient. He called me the first time when I was inquiring about the services and understood that I was not ready to start. I had several other people from the company, but told them that I would call Roger when ready. When I reached back out to Roger, he honored the initial discounts that he quoted me and was very friendly. Hopefully the service that I receive from the repair team is as great as his customer service!

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Response from ServicePlus Home Warranty

Nov. 19, 2020

DeborahSpring Hill, FL

Verified purchase

PriceStaff

Reviewed Nov. 18, 2020

Answered all questions and was a gentleman in securing my home. Thank you so much. I plan to tell all my neighbors and friends about TOTAL HOME PROTECTION especially in these hard times we have going through. This will give a little relief that help is out there for a little cost.

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Response from ServicePlus Home Warranty

Nov. 19, 2020

TharaChester, VA

Verified purchase

CoverageTechPricePunctuality & SpeedRates

Reviewed Nov. 18, 2020

My cousin bought a house back in May and he mentioned to me that he got a home warranty. We've been in our house for four years and we didn't have one. At the time, we already made a bunch of expensive purchases, like a new refrigerator and a new stove. He said that all those stuff would be covered by the warranty and told me to look up it up. I got a bunch of quotes and I went with whoever gave me the better price, which was Total Home Protection. So far, their service has been good. They replaced my garbage disposal about a month ago and they were very quick to get somebody out. Submitting the claim with them was very easy and the contractors were very fast and wore masks while they were here.

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Response from ServicePlus Home Warranty

Dec. 1, 2020

SandraColumbus, GA

Verified purchase

Customer ServicePunctuality & SpeedRefunds & PayoutsMaintenance

Reviewed Nov. 14, 2020

With Total Home Protection, I've had one service call. It got off to a bad start until I had a supervisor involved with it. The service call was so late. When the man got here, it was already 10 minutes to 7:00. He said, "I can't call and get this job authorized." The whole thing was just screwed up. By being 90 some degrees in the house, I paid for the repairs. They were saying, "No, you shouldn't have." I said, “What I was supposed to do?” But we got it resolved. They put a check in the mail seven days later. I told them, that was my purpose of joining Total Home Protection to protect me from something that is not running correctly. Since then, I have not had a problem. I would recommend it to someone else if they need it. Right now, I'm talking to my daughter about changing her plan and coming into Total Home Protection.

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Response from ServicePlus Home Warranty

Nov. 16, 2020

JosephSan Antonio, TX

Verified purchase

CoverageStaff

Reviewed Nov. 13, 2020

It was a pleasure dealing with Mr. **. He was extremely helpful and made me feel that I was important. Cortney went out of his way to offer the best deal. I look forward to being covered, and hopefully not needing your service.

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Response from ServicePlus Home Warranty

Nov. 16, 2020

EduardoLa Porte, TX

Verified purchase

Customer ServiceCoveragePricePunctuality & SpeedRefunds & PayoutsMaintenanceStaff

Reviewed Nov. 13, 2020

Total Home Protection called me and I got it. It’s cheap for me right now because I don’t even work and I'm on disability, which is how I get my money. They have been good. You can call them and they help you out. They respond fast. I appreciate what the repair people do. They respect everything and do what they’re supposed to do. They don't go around looking around or doing anything else. I tell everybody that they should get with Total Home Protection. When they talk to me, I talk to them. Sometimes, the refrigerator or dishwasher or washing machine or AC breaks down. It’s expensive to buy an AC and I tell people that it's cheaper if you have that protection. You just pay so much money and Total Home either fixes it or gives you another one. A lot of people can’t afford the warranty but they gotta talk to them. Maybe they can work it out. I have a big family and I told them about what I am doing here.

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Response from ServicePlus Home Warranty

Dec. 1, 2020

BethMarianna, FL

Verified purchase

Customer ServiceContract & TermsCoverageTechPriceRefunds & PayoutsMaintenanceStaffBillingRatesTimeliness

Reviewed Nov. 12, 2020

I was scrolling through the computer and Total Home Protection looked interesting. I connected with them and was pleased with what I found. So, I had made a contract, agreed to have them be my backup for things that didn't work and in August, I did an agreement through 2026. I had a problem with air conditioning. Being in Florida, which is quite warm most of the time, there were a number of claims being filed, along with Texas. So they had a special agreement that if I found a person to fix my air conditioning, then they would pay them. But before they agreed to the payment, the technician who came out had to call a certain line where they would talk with the technical person on the Total Home Protection side and agree that it was reasonable in order to go ahead.

My air conditioning was my first claim after a year. I wanted Total Home Protection to provide this service. But after a while, I decided that I didn't know how much it would cost me for my fan to be running full time. So, I agreed that I would look for someone at the resolution center of Total Home Protection. I looked in the phone book and found someone who had word around that they were good. I had them come out. He called Total Home Protection. Now, I wasn't in the call, I don't know what was said. But the sense I got was he was approved to go ahead. When he left, he said Total Home Protection would be calling me.

I didn't get a call for a day or two, so I called them. That was when I found that they had also, on that day that I talked to the resolution department and Laura, assigned someone from Air Pro, which is in Tallahassee. But no one, for days, ever called me to tell me that. I didn't know that until my air conditioning was fixed by someone that I had called. Having talked to the Air Pro person on the main charge, excluding labor, he would have charged more than the person that I had found. So, we came to an agreement, finally, talking with another person in the resolution department. Sifa said he had forwarded the claim to another person in the resolution department. I was told that they would pay a certain amount of that bill that I had already put the 700 and some dollars out to have it fixed because it had to be fixed. They were going to pay $300.

Because they had found someone the same day that I talked to Laura, although no one had told me that, I called the people that they had found the same day that I found someone. He had told me that he would charge more for the main part they needed more than the people would charge who actually fixed it. So, I was thinking about canceling my entire policy. It comes up in November. It might already be deducted from my account for payment of a certain amount, which would cover me through 2026.

I sent in the form that Laura had mailed to me. Sifa had said that they do everything by computer. I guess Sifa didn’t know that Laura had mailed to me the form that I needed to file with the claim. So, I had it. I mailed it with the claim charge from the company that fixed it, and I have not heard back from them. I put out over $700 out of my own money, thinking Total Home Protection was going to reimburse me that money, which is bad for a couple reasons. One, if I hadn't had $700 and some to pay the group that did fix it, where am I? And two, I am not going to recoup that whole amount. They would send a check for $450. If I were to do it again, I would not go with Total Home Protection. I am a very positive approach person, and I trust that future claims, if I have any, will be covered.

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Response from ServicePlus Home Warranty

Jan. 29, 2021

The claim was assigned on 10/25 to one of our technicians however by that time you had already gotten it taken care of through a provider of your own. The reimbursement is at our rates when you have your own technician come in.

JamesLexington, SC

Verified purchase

Customer ServiceCoverageTechRefunds & PayoutsStaffHonesty & Transparency

Reviewed Nov. 11, 2020

I love Total Home Protection, but they don't play fair to the customers. I was about to leave them because I had an incident where I had to replace a ceiling fan. We had the technicians came out, I paid my fee, and they said that everything had to be replaced. I agreed and spent $400 to get the stuff fixed. Then, Total Home was supposed to reimburse me my $400 but they never did. They were supposed to send me the check but this has been about three months ago and I still don't have the check. Every Friday, they always tell me they're gonna mail the check out and it'll be in the next batch. So they keep lying to me. I've also talked to several different supervisors and now, I'm on the verge of switching to American Home Shield.

I also lost money with the technician coming out. I had to pay him $60 and I did that twice. Plus, Total Home didn't close the claim out when it got closed out two months ago. All in all, they are a great company but I do not like their customer service and how they deal with the public. For one, the customer should come first. If I was the owner of that business, I'll make sure my customers are very satisfied. And $400 for a big company like that should not hurt. They had me go and spend my money, then told me that they're going to reimburse me. But they lied. If they needed $400, all they had to do was ask me for it and I'd give it to them.

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Response from ServicePlus Home Warranty

Dec. 1, 2020

All financial commitments have been made.

FrancesNew Kensington, PA

Verified purchase

Customer ServiceTechStaffNetwork Quality

Reviewed Nov. 10, 2020

I renewed my contract with Total Home Protection in October. In October, their contractor had to go to my rental and take care of an electrical problem. It took them a week or so to get there then they needed to call it in. It'd be nice if it was a little shorter of a process but I understand them given the COVID situation. It's a process but it saves me a lot of money and a lot of people who don't know that probably would go insane. I asked the lady for a receipt but she was real miserable and didn't send me one.

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Response from ServicePlus Home Warranty

Nov. 16, 2020

MarshaAtlanta, GA

Verified purchase

Reviewed Nov. 9, 2020

The salesman guy was really nice and able to answer all my question. I am a lil disappointed, they said if you purchase a plan. You get free security system, that did'nt happen. I would have to put $99.00 down and it goes back on my card after days. Then pay $59.00 month for monitor and etc.

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Response from ServicePlus Home Warranty

Nov. 16, 2020

BarbaraFort Wayne, IN

Verified purchase

Customer ServiceCoverageTechSales & MarketingPunctuality & SpeedStaff

Reviewed Nov. 9, 2020

Total Home Protection kept texting me and wouldn't leave me alone, so I went into the text and read what they did. It was about the basic of what the other ones do and they didn't offer me a free month or any of what the other ones were offering. But I talked to their rep on the phone and he seemed very nice and sincere, so I went ahead and signed up. Recently, I had a claim for the garage door at the other house when we signed the papers to put the house for sale. The techs were out there really fast. I was surprised how fast they were and they got the job done with no problems. But for those who are considering Total Home Protection, be aware that the basic services they offer don't cover your air conditioning, your outside plumbing, and things that are for the outside of your home. So, you have to make sure to add that on.

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Response from ServicePlus Home Warranty

Dec. 1, 2020

KeithLittle Rock, AR

Verified purchase

Customer ServiceTech

Reviewed Nov. 8, 2020

I called in a claim for my dryer and the tech that came out was nice. He patched it up.

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Response from ServicePlus Home Warranty

Nov. 19, 2020

AmitKendall Park, NJ

Verified purchase

Customer ServiceTechOnline & AppRefunds & PayoutsStaff

Reviewed Nov. 7, 2020

I had Total Home Protection with my previous house in 2014. I had it for four, five years. We bought this new house and we wanted to go with the firm which is trusted. With my past experience, I was good with Total Home Protection. My experience is fine because I'm able to submit a new claim using their website or over the phone. That part is easy. I’m getting the email in the automated system about the contractor and they will follow up. 8 out of 10, that contractor usually contacts and within a week or two, you get the service.

However, with my last experience, there was a damage to my property. Now, I have to pay a sum of money out of my pocket. I was told very bluntly, “I am not responsible for my contractor coming and damaging your property.” That was very unprofessional that someone told me that. I was told that anything that I'm doing, I have to work with the claim managers and they are the most high people that I can talk to. But nobody there can monitor and they said, “There is nobody there to help you out other than us. This is the best you got.”

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Response from ServicePlus Home Warranty

Nov. 19, 2020

For this claim yes there was an improper installation on the claim that denied the claim. We did however assist on the claim and satisfy the issue.

As per section 7 letter R under your terms and conditions Total Home Protection is not responsible for any mechanical failure to any covered item or system that has been improperly altered, repaired, installed, modified or damaged in the course of remodeling or unauthorized repair.

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.

JamesSaddle Brook, NJ

Verified purchase

Customer ServiceTechPricePunctuality & SpeedRates

Reviewed Nov. 6, 2020

Colby was pleasant and answered my questions. However, I did not know about the $75 service call until I read the contract. I will need to wait to see if Total Home Protection is worth the price. I will need to revisit this after being serviced.

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Response from ServicePlus Home Warranty

Nov. 16, 2020

RitaVenice, FL

Verified purchase

Sales & MarketingPriceRates

Reviewed Nov. 6, 2020

Stanley was great! He listened to my concerns and gave me discounts where applicable. I would highly recommend any person interested in getting a quote to connect with Stanley. I look forward to doing business with this company. They have different plans that can accommodate almost any financial situation.

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Response from ServicePlus Home Warranty

Nov. 16, 2020

JosephNorman, OK

Verified purchase

CoveragePriceRates

Reviewed Nov. 6, 2020

I did a lot of shopping around for home warranties and Total Home Protection was the only one that offered all the coverage I needed with a price that was reasonable. I checked them out and they have a solid track record of reliable service.

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Response from ServicePlus Home Warranty

Nov. 16, 2020

C.Tx, TX

Verified purchase

Customer ServiceCoverageTechSales & MarketingPricePunctuality & SpeedMaintenanceStaffRates

Reviewed Nov. 6, 2020

Total Home Protection had a decent rating so I thought I'd give them a shot. However, my first two interactions with them have been a little dicey. I had really small repairs. One was for a flush valve and they approved it. It was a not so simple repair in a toilet. The guy came and looked at it then he had to get it approved. He had to come back a few days later. For another plumbing issue, they had come and replaced two of the heater lines on my hot water heater. The guy went, bought them at ACE, came in and replaced them. But Total Home Protection kind of gave him a little bit of hassle about getting the approval on it.

Their deal is they'll fix the mechanical stuff but they say that if it's broken and they can't repair it, they'll go ahead and replace it. But I've heard several of the repair places that have come here to do warranty work for them say that that company sucks because they don't pay anything. They try to get over on everybody that has a claim. I'm a little bit leery of it now. I'm gonna let a few more go by but I don't know if I'll keep them or not.

I'm not dissatisfied with them because at the end of the day, this guy left here and the stuff was fixed. It's just that even the people that do the repairs for them don't think all that much of them. The guy that came and did repairs for me told me that the guy kept saying it was installed wrong. He was leading him on to say it was so they didn't have to pay the claim. At the end of the day, both things did get fixed but we had to call and call and it's not like they're doing it for free. You pay them 70 bucks a month then you pay a $60 freaking deductible when the guy comes out. So in essence, you're paying like 90 bucks just for some guy to come out on a call.

I have a casita in my house. It's a full little apartment. I pay Total Home Protection two fees. The casita is like 30 bucks and my house is like 40. When I got the warranty package for my house, I paid an extra eight bucks a month for my septic system. The sales guy that I talked to told me flat out, "You're able to have it done once a year which nobody's gonna do. You get it done every five years." I kind of went with him on that. He said, "Just call them up and tell them it's been a couple years since you had it done, then you can get it pumped."

The last time when I called them, I said it's been a few years since my septic's been pumped. I asked if we could go ahead and get that going. The guy said, "No, we can't do that." I need to wait until the crap comes up through my shower or backs up into my house before they will come out and pump it. I told him that was not what I was told. He said, "I'm sorry the guy told you that, but that is the way it is." If the next claim that I'll have with them goes like the other two where it was small little amounts and where they kinda gave the technicians kind of a hassle, I'll probably cancel them. I'm not impressed with them so far.

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Response from ServicePlus Home Warranty

Dec. 1, 2020

FrancesMeridian, MS

Verified purchase

Customer ServiceCoverageTechSales & MarketingPricePunctuality & SpeedRates

Reviewed Nov. 5, 2020

Total Home Protection gave me a good price. They were real nice about that and I liked that about them. They advertise that they have these contractors. I waited but I ended up having to find my own person to repair the problem which was a sewage stop up. The sewage had stopped up about five or six days. The contractor that I picked, Roto-Rooter, was great. I had used him before and I asked Total Home why don't they try to get a contract with him? He just charged $100-something. It was reasonable. Total Home Protection told me they would send me the check in 30 days but it's been 40-something days. I called the other day and they said they're gonna try to speed it up.

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Response from ServicePlus Home Warranty

Nov. 13, 2020

GeraldineCrawfordville, GA

Verified purchase

Refunds & Payouts

Reviewed Nov. 4, 2020

I have file 2 claims and both of the claims I received nothing. They come up with some excuse not to pay for repairs. I pay my money every month for nothing. It is only for the company. I don't believe they are treating the other customer like me.

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Response from ServicePlus Home Warranty

Dec. 1, 2020

1 claim the previous tech damaged the drain pan on the unit and it needs to be replaced

improper previous repairs are not covered per 7-r

the final claim was not denied. We asked that a leak test be performed because the system was too low on freon. The test is not covered. The case was unresolved because the consumer refused to complete the process.

In an effort to still assist the consumer, we offered to give a credit towards next months payment which the consumer REJECTED.

TashaKilleen, TX

Verified purchase

Customer ServiceClaims HandlingTechStaff

Reviewed Nov. 4, 2020

My recent claim was for an air conditioner that wouldn't cool. Everything went perfect. The technician was well versed. He had a lot of knowledge on what was going on. He explained to me what the problem was and how to make sure the problem doesn't come back. He was great. The claim process with Total Home Protection is much better than that of who I had before. The one thing I don't like about it is the fact that I was told that once you file a claim, they'll send you a number of who's the technician that's supposed to come out and fix your appliance but I don't believe I received a number. I didn't know how the claim process was supposed to go. But someone did call me so it worked out. I'm satisfied with it.

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Response from ServicePlus Home Warranty

Nov. 13, 2020

WandaGreenfield, WI

Verified purchase

Customer ServicePriceCoverage Limits

Reviewed Nov. 3, 2020

I switched over to Total Home Protection last year but I'm not happy with their services. I had to call this company one time and the guy that came was super nice. But he said I gotta pay a trip charge. I told him I was not paying one. He had not done any work. I asked him to call the company which he did but they said they do a trip charge. I used to be with another home warranty company who's better so I'm gonna probably go back to them. The difference is that if something goes wrong with my property, they're right there. They have someone near right away.

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Response from ServicePlus Home Warranty

Nov. 19, 2020

We do not charge you a trip charge. The service provider had the process wrong. We pay those fees associated with the trip charge. You ONLY pay your service fee as per your contract. We apologize for the miscommunication.

ElizabethIndianapolis, IN

Verified purchase

Customer Service

Reviewed Nov. 2, 2020

We spoke with Courtney who was extremely polite and informational. He worked with us to get us a great deal and answered our many questions. Due to this, we purchased a two year warranty from Total Home Protection. We are very happy with the customer service we received from him.

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Response from ServicePlus Home Warranty

Nov. 13, 2020

DavidClearwater, MN

Verified purchase

Customer ServiceTechMaintenanceTimeliness

Reviewed Nov. 2, 2020

Can not get anybody to return calls and nobody will repair items as per contract. Also they were going to send 200.00 dollars on item they could not fix which they were supposed to replace. Have a heater not working and no response on that item.

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Response from ServicePlus Home Warranty

Nov. 19, 2020

Issues on the review have since been resolved. The consumer is currently satisfied.

SashaFayettezille, NC

Verified purchase

Customer ServiceClaims HandlingCoverageTechPunctuality & SpeedMaintenanceStaffRatesTransparencyCoverage Limits

Reviewed Nov. 2, 2020

I was quite disappointed when I found out that the claim was not covered. I was told that my kitchen faucet was loose. Water was dripping under the sink at a fast rate. When the contractor came out, they looked into it and said the faucet needed to be replaced. They came back and said Total Home Protection does not cover it. I was really disturbed that a water leak wasn't covered. That's normal wear and tear but I got it taken care of on my own. I had to get somebody outside of my insurance to come and change it for me. After talking to some people, I was told that that's normal for them not to replace a faucet. But the thing is that the people that came out still wanted a service fee. That's the part that I couldn't get behind - a service fee of $60 and they were there for less than a minute.

I wanted some explanation. I called that person that sent me an email regarding my claim but she never emailed me back or answered my voicemail. I made several calls and did speak to someone. They transferred me to somebody 'cause I was calling to cancel. The person on the other end asked me why did I wanna cancel and I told her. She offered me two very good things that I couldn't turn down and I was very pleased that she was more interested in keeping me as a client.

However, it did kinda make me hesitant to call in another claim. My garbage disposal is rattling when I turn it on. It feels like something is loose. I'm thinking is this wear or tear or do I need to file a claim. I don't want somebody else to come out then tell me it's not covered. Plus, I didn't wanna seem like I was making claims back-to-back even though the first one wasn't covered. But I don't mind paying the service fee. I'll do anything to get that rattling noise out of there. It'd be even better if they could replace the whole thing.

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Response from ServicePlus Home Warranty

Nov. 19, 2020

JulieSun City, AZ

Verified purchase

Claims HandlingTechPricePunctuality & SpeedStaffRates

Reviewed Nov. 1, 2020

It was great with Total Home Protection. One of the motors for the blower in my AC went out and they took good care of me. I had to wait a couple days for the contractor to come out. The AC went out on a Friday afternoon. I waited until Monday rather than taking someone else but Total Home gave me an option to take someone else or to go with the original company. The contractor that came out was amazing. They helped me. Not only did they do the job that they came out to take care of, but they also showed me something that the people who had done my air conditioning in the past had done, perhaps inappropriately, which I was able to file a claim with them to see if I can get that corrected. I appreciated that. I was thankful for who Total Home sent out. The price is good too. I got the three-year program where I paid three years in advance and I'm sure I'll re-up at the end of that unless I have some reason not to. Right now, I don't. I tend to be loyal.

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Response from ServicePlus Home Warranty

Nov. 19, 2020

AliceDallas, TX

Verified purchase

CoveragePriceStaff

Reviewed Oct. 31, 2020

Cortney explained the policy, cost, services etc. in great detail and answered all my questions. He was great! Personable, and still professional. He also found a plan that was affordable for me, the senior plan. Just to be thorough, he also told me about the VIP plan, but I decided the Senior Plan was best for me.

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Response from ServicePlus Home Warranty

Nov. 13, 2020

OdtaviaYoungstown, OH

Verified purchase

Claims HandlingCoverageTechRefunds & Payouts

Reviewed Oct. 31, 2020

I had a back-up downstairs, and so I had to pay for it myself out of pocket because no contractor would pick up the job. I submitted all the forms that were required, but I never received a reimbursement. It happened in September. But I was happy with the claim process, although Total Home Protection could do better, like being transferred from place to place, not really knowing policy.

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Response from ServicePlus Home Warranty

Nov. 19, 2020

DamonLouisville, KY

Verified purchase

CoveragePriceRates

Reviewed Oct. 30, 2020

Simon worked very hard to find the perfect coverage for my home. He went the extra mile to make sure I got all the protection I needed for a great price. Thanks Total Home Protection. Happy Halloween! No tricks, all treats!

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Response from ServicePlus Home Warranty

Nov. 13, 2020

MaryMilton, FL

Verified purchase

Reviewed Oct. 30, 2020

Last year, my spouse had an air conditioning guy come out to clean out the drainage unit. He just did his thing and that was it. It was pretty easy peasy.

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Response from ServicePlus Home Warranty

Nov. 13, 2020

cindyKansas City, MO

Customer ServiceTechTimelinessNetwork Quality

Reviewed Oct. 29, 2020

I called because my kitchen sink is backed up. They told me today their contractor can not come till next week. I expected next day service. I feel this is totally wrong. I think they should have more than one contractor.

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Response from ServicePlus Home Warranty

Nov. 18, 2020

We absolutely have more than 1 service provider available to assist however, delays are possible under the circumstances of limited availability and a global pandemic affecting the ability to go out.

We are committed to providing a positive customer experience and doing the right thing for all our customers, contractors, employees, and our company. If the consumer would like to speak to someone in regards to these issues, they can contact us at 1-800-545-0402.

CarlosMiami, FL

Verified purchase

CoverageTechStaff

Reviewed Oct. 29, 2020

I had an AC claim recently. The guy that came out looked at it and said he gotta order a part then he couldn't come back until the part is ordered. Then he didn't show up for seven days. I was in the house with my wife and my grandkids with no AC. I had to send my grandkids to their father's house and me and my wife went to my son's house because we couldn't take the heat after three days. But the guy came back out and did a good job. He was professional and he wore a mask inside the house. He cleaned up after himself and I have no complaints. The AC's working fine since he fixed it. Overall, I'm happy with Total Home Protection.

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Response from ServicePlus Home Warranty

Nov. 13, 2020

RyanOverland Park, KS

Verified purchase

CoveragePriceStaffRates

Reviewed Oct. 28, 2020

Eddie ** was great. He was very patient with us as we were searching several quotes. Without being pushy or over-bearing he worked with us to get us the protection and coverage we were ultimately seeking for the best price!

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Response from ServicePlus Home Warranty

Nov. 13, 2020

FrankReadsville, NC

Verified purchase

Customer ServiceCoverageTechMaintenanceStaff

Reviewed Oct. 28, 2020

We had an air conditioning issue in the basement floor which only ended up just to be Freon. It was easy to submit the claim. The problem we're having is getting somebody to come. I don't blame them, but it's because of the COVID. The last claim was for the microwave that stopped working. The technician was good and the only issue was the fuse. But the hard problem was finding the fuse. He had fixed it and I sent the claim to Total Home Protection. They came out to be $20 more than the $60 we have to pay. I haven’t heard back from them on that yet. That's a little bit about a week or a couple weeks ago. But then everything's been good so far. They call back and get things done.

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Response from ServicePlus Home Warranty

Nov. 13, 2020

ThomasEau Claire, WI

Verified purchase

Customer ServiceSales & MarketingStaff

Reviewed Oct. 27, 2020

Jesse was very helpful. Key item of my concern was when you call for service you will be connected with a live human, not a computer activated system. Jesse provided me with savings on the plans offered. I was very pleased--offered a senior citizen discount.

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Response from ServicePlus Home Warranty

Nov. 4, 2020

ShericeWilliamstown, NJ

Claims HandlingTechPunctuality & SpeedRefunds & PayoutsMaintenanceStaffBillingNetwork Quality

Reviewed Oct. 27, 2020

Due not use I have been waiting for my reimbursement since August. They sent a contractor to my home that misdiagnosed my washer. Then I had to find my own contractor and pay upfront for the repair to be reimbursed after getting the run around for weeks by Total Home Protection. In the meantime, they are still taking their monthly payments while I’m waiting for my reimbursement. This was my 4th time submitting a claim to the warranty company and was the most unprofessional experience.

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Response from ServicePlus Home Warranty

Nov. 19, 2020

The reimbursement is pending due to issues related to Covid-19 and delays associated with the pandemic's affect on our productivity. I have advised our accounts payable of the delay and hope to have this rectified soon.

VanessaEssex, MD

Verified purchase

Customer ServiceTechStaff

Reviewed Oct. 27, 2020

The rep I spoke with when I put in the claim to Total Home Protection was very helpful. He told me not to worry. The contractor would check my refrigerator when they come. The technicians who came were not professional and they seemed to be two little boys from the street. They had Adidas sports outfit on. They walked in, closed the refrigerator back, and left and collected the $60. They told me to defrost the fridge and that it had too much food in it. The vent where the air was coming from was clear. But that doesn’t have anything to with my refrigerator having food in it. Putting food in it was what it was meant to do. The technicians said they would give me a call back in 48 hours but I never got a call.

Five days after, the supervisor called me. He said that I had to call my company and report a second refrigerator, but they didn't have any information on it. I told the supervisor that the technicians didn’t know what they were doing and didn’t seem experienced. When I made a call to report about the refrigerator, I mentioned that two refrigerators were having problems. They didn't even logged on the other refrigerator. I just gave up and let it go because it didn't seem like it was any progress. It was not a good experience.

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Response from ServicePlus Home Warranty

Nov. 19, 2020

In this situation if the technician failed to reach out, were you able to get a hold of him? If only one refrigerator was on the work order the tech would not be able to advise on an additional one.

JuliaHalethorpe, MD

Verified purchase

Customer ServiceCoverageTechMaintenanceStaff

Reviewed Oct. 26, 2020

I had a home warranty company before and Total Home Protection was able to give me a little better deal on my coverage. It was fairly easy to work out, call the claim in and get things taken care of. When my dryer stopped working, I managed to get the contractor here sooner than they said they were gonna get here. They were giving me a four or five-day timeframe to come out and that's a long time. It was a Saturday and I was able to get through to them with an email.

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Response from ServicePlus Home Warranty

Nov. 13, 2020

FangmingBridgewater, NJ

Verified purchase

Customer ServiceCoverage

Reviewed Oct. 24, 2020

Could not make a claim through your phone # 1800-545-0204 during weekend, first phone call was blown away, then your system could not sense the correct policy # like purposely skipping “4” to make my policy one digit short. Please call me back to ** ASAP or at your earliest convenience.

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Response from ServicePlus Home Warranty

Nov. 18, 2020

JeffNew Caney, TX

Verified purchase

Customer ServiceCoverageTechPunctuality & SpeedRefunds & PayoutsMaintenanceStaffTimeliness

Reviewed Oct. 24, 2020

A washing machine went haywire and put water all over the floor. It's been quite the ordeal. It's been my only service claim to Total Home Protection, and it's not been pleasant at all. They sent out a person, he looked at it, said there was nothing wrong and left. The issue happened as soon as we tried to wash a load through it. We called him back out and he couldn't make it, so they assigned it to another company. The initial claim was filed on 8/24. As of today, it's still outstanding. The second company came out, was here for five minutes, found the leak and ordered a part.

There was a lot of miscommunication with Total Home and the service company. It went two weeks with no part ordered because they said they sent confirmation from Total Home, but Lonestar Appliance, who was the repair company, didn't get it. Two weeks later, I called Total Home and Lonestar to figure out what the deal is, and turned out that they didn't make a phone call. If they would've made the phone call, it was all cruising for the next day. The part finally got here last week, and the contractor came and replaced the part and drove off. We run a load through and it did the same thing. It put water on the floor. So, he came back at the end of the day, found another problem, and now we have another part on order. It's been a week but I know parts have been harder to come by, so I can understand some delay in parts.

My experience has not been very good at all and it has to do with Total Home's communication to their vendors. I bought Total Home in May of 2019 for a year. Then, I renewed it on May of 2020 for six years. As soon as this claim is done, I may call them back and see how to get a refund and go somewhere else because this handling of one claim is not a good experience at all.

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Response from ServicePlus Home Warranty

Nov. 18, 2020

When an issue on the operations side of the business is an issue we want to correct that issue quickly if possible. Sometimes however the vendors are not as forthcoming with the information they provide. I am not aware of that being the issue here but without certain details it makes the process difficult for all involved.

OdairAnchorage, AK

Verified purchase

Customer ServiceClaims HandlingCoverageTechPriceRefunds & PayoutsMaintenanceStaffRates

Reviewed Oct. 23, 2020

I had a water heater that was leaking. I called Total Home but they didn't answer, so I had to submit a claim online. They responded within two weeks. The technician came out and said that the tank was leaking. He then submitted that information to Total Home and they responded back within two days and told me that the tank is not covered. And then, I was getting ready to pay him to replace the tank, but I noticed it wasn't the tank. It was an elbow that was leaking behind the water heater. I called the technician to let him know that and tell him to call the home warranty back so they would know. But he didn't do that.

I called Total Home to let them know it was the elbow behind the water heater that was leaking. They asked me to get a second opinion, so I called another plumber out to come look at it. He gave me a quote and submitted that to Total Home, showing that it was in fact the elbow that was leaking. Once I submitted that, my advisor told me that they were only going to pay a certain amount. After I asked her why they were only paying that amount, she told me that they only pay their rate. I asked, "Well, is the part covered? Is the leak covered?" She said, "It is, but however, we only pay a certain rate." They would only cover 170 and the actual repair was $300. So, I told her that I was paying the deductible for something that was actually covered. She was very technical and didn't understand what I was trying to tell her.

I asked to speak to the manager and she kept telling me that she would forward it to the manager and it would take 24 hours for her to respond to me. I felt she was being deceitful. She never actually spoke to her manager, or when I asked her to have the manager call me, I don't know if the manager just didn't wanna talk to me or if she even sent my request to the manager. A week or two went by and I kept calling, but the manager never responded. I dug through the contract and I found that there was a resolution department and submitted all my paperwork to them. The guy looked at all the paperwork, and he agreed with me and finally sent me a check because I had to come out of pocket and pay to get that fixed. It was a big hassle, but in the end, I was able to speak to somebody that got it covered.

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Response from ServicePlus Home Warranty

Nov. 18, 2020

WaseulSachse, TX

Verified purchase

Customer ServiceClaims HandlingCoverageTechPunctuality & SpeedMaintenanceResolution

Reviewed Oct. 22, 2020

My toilet was leaking. This is the second time that I had to have a repair in my toilet. The first claim was with a different contractor that Total Home Protection provided. They came out four times and did not resolve it. It stopped working again for two weeks, and then a new plumber came out and resolved it. I tended to go to the phone to submit a claim, and that was a horrible experience. My first experience submitting a claim was through the phone. The phone system was horrible. I had to spend 20 minutes screaming at the phone for it to recognize my policy number. It was a very bad first experience. I was trying to make a claim and I was sitting here trying to fight, “We do not recognize that policy. Please try again.” It was rather frustrating. Then I submitted it online after signing up through the website, and that was fine.

The first service provider was ridiculous. Either they didn’t know what was going on and it’s a bad experience that 10 minutes after they leave, it’s still not working. I kept having to call them. They were putting me on hold or say they would get back to me and never got back to me. I had to go through Total Home again. First, the toilet was like a three-gallon flush. Then the first people changed to two-gallon. This latest guy changed it to one gallon. So, I do notice I have to flush more frequently to finish it up. This time when I submitted a claim, it was pretty quick for someone to get ahold of me and come out. Overall, with the contractors that are in Total Home's group, my experience has not been good so far.

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Response from ServicePlus Home Warranty

Nov. 13, 2020

GraciousHelena, AL

Verified purchase

Customer ServiceTechStaffTransparencyCommunicationResolution

Reviewed Oct. 21, 2020

Total Home offered me a multi-year warranty. I felt like there was value in that. The recent contractor that came out was superb. He took care of the problem and delivered in a very professional manner. However, there was one issue that I had and that was when I didn't hear back from anyone. Total Home told me that I would hear from the repairperson but I didn't realize that I should check the online portal for any updates. No one told me that's how the company that I actually pay would communicate with me. That was disappointing.

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Response from ServicePlus Home Warranty

Nov. 4, 2020

DonnaOklahoma City, OK

Verified purchase

CoverageSales & Marketing

Reviewed Oct. 20, 2020

Derek ** kept in touch with me from day one of inquiring about protection through purchase of policy. However, I did not appreciate the hard core sales pitch of purchasing an extended policy. I almost cancelled the policy I purchased due to pressure sales. I only hope what I purchased is not a mistake.

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Response from ServicePlus Home Warranty

Oct. 28, 2020

CharlesCheraw, SC

Verified purchase

Customer ServiceOnline & AppMaintenanceStaff

Reviewed Oct. 20, 2020

I did a bit of research and found that Total Home had some good reviews on the website and everything seemed straightforward. My dryer has stopped working. We put a claim in for somebody to come look and tell if something’s wrong. They were there when we first called in, made sure that somebody was out here, and gave us good service. It took a while to get somebody out here but the people that they sent were amazing. It ended up being a bigger issue, but Total Home did helped in solving the problem. For what we called Total Home for, everything still works fine. It was refreshing having a bit more security for being a new homeowner.

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Response from ServicePlus Home Warranty

Nov. 13, 2020

TheresaCoatesville, PA

Verified purchase

CoverageStaffBilling

Reviewed Oct. 19, 2020

Mr. ** took the time to explain all of my coverage and payment. He was very professional and courteous. He took the edge off me not worrying. He assured me that I can reach out to him at any time. This is one of the first companies that acknowledges veterans.

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Response from ServicePlus Home Warranty

Oct. 28, 2020

LisaFort Worth, TX

Verified purchase

Customer ServiceTechStaff

Reviewed Oct. 19, 2020

I was doing the laundry. I put my clothes in the dryer, saw a flash, and the power went out. I called in a claim. The contractor came out at the time that I was told. It's just the customer service is lacking. It took me quite a while. I got the runaround. I had two claims that I put in at different times, and it was very hard to get service. I don't care for Total Home's people. Most of them are unprofessional and half of them don't know the service. I work in a customer-driven company, so my expectations may be higher than the average person because of what's expected in my everyday job. It has not been a great customer service experience for me with this company. Also, when I signed up, the information that I had showed that the service calls would be $60. After I signed up, it was 125. I would not have selected this company had I known the service call would have been so high.

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Response from ServicePlus Home Warranty

Nov. 13, 2020

The consumer placed a claim for her Dryer on 8/5. Service was rendered on the very next day and the claim was approved.

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.

LauraLa Plata, MD

Verified purchase

Customer ServiceTechPunctuality & SpeedRefunds & PayoutsMaintenanceTransparency

Reviewed Oct. 18, 2020

The contractor went out and stated what was needed. He called Total Home, put in the authorization and told them what was wrong. It was my pipes on my second property in Fort Washington, Maryland. I paid the $60. But they didn't approve it because it was older. It was rust on the pipes, and it wasn't new. I had another plumber come in to fix. It's fixed now. Total Home just wouldn't pay for it. I didn't like that. When they said they disapproved me, that was done very quickly. They did not evaluate long enough. It was a day after. Also, the contractors that they hire need to put an accurate, detailed explanation of what's exactly wrong with it. I wasn't satisfied. I'm considering finding another home warranty.

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Response from ServicePlus Home Warranty

Nov. 11, 2020

Consumer placed a claim for plumbing on 9/21. We dispatched a service provider same day and his findings were very clear:

The House Has 2 Bathrooms. There Is Bathroom Upstairs Has A Leak In A 3 Inch Pipe.

The Ceiling Is Leaking Into The Basement Right Below The Basement Bathroom Area.

Tech Needs To Replace About 6 Feet Of Pvc Pipe, 2 Or Elbows And The P Traps And Also The Fittings.

Tech Does Not Have An Estimate Yet, But Asked To Be Called In The Morning To Provide Pricing.

Tech Sent 3 Pictures

pipe Connected To The Pvc Pipe Is Rusted Causing The Leak

cracks Inside Of The Fitting

PER SECTION 7.D FAILURES DUE TO RUST IS NOT COVERED..

CUSTOMER UNDERSTOOD.

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.

AngelaAlabaster, AL

Verified purchase

Claims HandlingRefunds & Payouts

Reviewed Oct. 17, 2020

I have submitted a claim for the air conditioner. It was very easy, but we still have not been paid back for it. Also, because Total Home couldn't get anyone for a long time, they told us to pick someone. They were able to repair everything. However, we have worked with others and we would recommend them over Total Home at this moment.

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Response from ServicePlus Home Warranty

Nov. 11, 2020

Due to an internal system issue, there was a delay in the check being sent. ( We have expedited the check to be sent within the next 5-7 days)

In an effort to provide good customer service we have added a free service charge fee on the consumer's account. We apologize for any inconvenience this may have caused.

UnionMcdonough, GA

Verified purchase

Customer ServiceTechPriceRefunds & PayoutsMaintenanceStaff

Reviewed Oct. 16, 2020

My AC went out and I called to file in a claim, then it went over the holidays. So it took a bit of going back and forth, but we finally got it resolved. I was having a problem with Total Home Protection trying to do the claim and as to what they were gonna pay and what they weren’t gonna pay. It was really hard to get in contact with them. The claim guy was not very responsive in returning my call. I would call and leave messages. It’d be three or four days. It had been a huge bummer. I was in limbo as to what I needed to do here. The whole experience could’ve been better. But once I got ahold with them, it was okay.

Everything went great with the contractor. He told me that the unit was bad. There was a couple conversations between he and the representative from Total Home Protection. I kept getting caught in the middle because the Total Home Protection guy would say one thing and that was not what the technician was telling me. But they finally got it resolved. Everything works great with the AC.

When I purchased the protection package, it could’ve been explained to me better about how they do the AC stuff and that you actually have to have a service contract prior to it. Because if anything goes wrong and if you don't have a service contract, then they're not real liable to honor that portion of your plan, even though you're paying for the plan.

My AC claim ended up being, “Well, you didn't have a service contract or a maintenance contract, any one of those, to service your AC unit, so we're not gonna pay the claim. We’re only gonna pay a portion of it.” This happened back in July, and I went ahead and paid what the cost of it. They were supposed to refund me 300 and some odd bucks. But I still haven't received that. So I'm not thrilled with the way the whole process is working so far and I bought a five-year plan. I've had home warranty for years and thus far, this has been the worst.

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Response from ServicePlus Home Warranty

Nov. 9, 2020

MaryMobile, AL

Verified purchase

Claims HandlingTech

Reviewed Oct. 15, 2020

Total Home Protection was the first one that popped up when I was doing my research. I signed up and everything is going okay. I filed a claim in regards to the air conditioner fan. The contractor was okay.

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Response from ServicePlus Home Warranty

Nov. 9, 2020

JaganBroadlands, VA

Verified purchase

Customer ServiceClaims HandlingTechPunctuality & SpeedStaffTransparency

Reviewed Oct. 14, 2020

I did a claim for the air conditioning unit. When I logged into my page, I couldn’t see the create claim option for my property. When I called someone, they said they were going to open a ticket. They were supposed to call me back in 24 to 48 hours but no one called me. So I had to call multiple times to follow up on the claim, which wasn’t the experience I was expecting. Before I moved on to Total Home, I did have few other companies and I never had a bad experience with them because they were very prompt in providing service. But Total Home was not a great service with what I experienced. The response time was not great.

When I was able to talk to them, they said I could find the technician and then I could submit a claim. They could have told me that two days before when I opened a claim, so I could have saved two days of my time. If you take a look at my call log, I called at least 10 times to ask for updates, which I wasn’t expecting. If they want to grow the business, they should be in proactive and keep checking with the claiming center how good service they can provide the customer. That part was missing with Total Home.

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Response from ServicePlus Home Warranty

Nov. 9, 2020

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. 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. If the consumer would like to speak to someone in regards to these issues, they can contact us at 1-800-545-0402.

JohnSpotsylvania Courthouse, VA

Verified purchase

Customer ServiceCoveragePriceStaffRatesSales Tactics

Reviewed Oct. 13, 2020

Tom ** was the rep I spoke to about obtaining coverage. He was straight, forward, polite, and answered all my questions so I understood how your company works, what I can get covered, and what the best deals were. A very nice change from the high pressure, you won't be covered with "Them" type of people out there. We decided to switch to your coverage, not because we weren't happy with the other company, but better pricing, and apparent customer service you provide, based on how Mr. ** represented your company.

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Response from ServicePlus Home Warranty

Nov. 4, 2020

HaniFalls Church, VA

CoverageSales & MarketingPriceRefunds & Payouts

Reviewed Oct. 13, 2020

I terminated my TWO policies with Total Home Protection, because they did not honor their commitment, and did not cover the cost of HVAC replacement when needed. And now, it has been two months, and they did not refund me the remaining of my policies. I opened two cases with BBB, and they never answer to the cases, and the cases are closed unresolved. This is very bad and scam business, do NOT use them and save your money. Good luck reaching out to any of their (Total Home Protection) managers.

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Response from ServicePlus Home Warranty

Nov. 9, 2020

Total Home Protection properly addressed this review and request for it to be closed resolved.

The consumers first policy was purchased at the promotional rate of $1,050.00 of which the consumer only paid Total Home Protection $840.00. There were 2 months of service at the standard contract rate of $52.00 which totals $104.00 and a $50.00 administrative fee. 840.00 for fees paid in -$104.00, -$50.00 total refund $686.00.

The consumers second policy was purchased at the promotional rate of $1,050.00 of which the consumer only paid Total Home Protection $840.00. There were 2 months of service at the standard contract rate of $52.00 which totals $104.00 and a $50.00 administrative fee. 840.00 for fees paid in -$104.00, -$50.00 total refund $686.00.

The total amount due to the consumer for a refund is $1,372.00 of which $420.00 was refunded on 9/23/2020. Another $420.00 was refunded the same day on 9/23/2020 and the balance of $532.00 was refunded on 9/24/2020. No additional funds are due to this consumer.

SherryCoshise, AZ

Verified purchase

Customer ServiceTechPricePunctuality & SpeedRefunds & PayoutsFollow-Through

Reviewed Oct. 13, 2020

When the air conditioning quit, it was an emergency because it was early summer in Arizona. I called Total Home Protection to find out if someone could come take a look. We're so rural and so far away. There was only one company that would send a person out to check it out. This service call was $150. He told us that the compressor was out and it had to be replaced. So I called Total Home Protection and there was a delay. Finally, it got to the right person and they said they would have their service person send a report. There was a week and a half delay before we got an answer, and the answer was it was a preexisting condition. My answer to that is baloney. Because the house had been inspected twice. So we're spending the entire summer with no air conditioning.

In my follow-up phone call with Total Home Protection, I told them that if they were not gonna fix this issue for us, they should reimburse our cost and the entire year premium that we paid in advance. But there was no return of the year's premium or the cost to us for having a serviceman out there. I'm mad as hell. I'm gonna contact the Better Business Bureau and both my Realtors. Total Home Protection didn't do as promised. When we disagreed on the entire situation, I was told that I would get the refund of the premium paid in advance, and that didn't happen. It's been months. We're both retired, we have no extra income, and I can't pay another company for a year premium.

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Response from ServicePlus Home Warranty

Nov. 13, 2020

Consumer placed a claim on 7/13/2020 for HVAC not cooling. Also stating that the unit had been non operational since 7/2/2020. The policy went into affect on the same day as the failure and our policy states that we do not cover pre existing conditions. Therefore the claim was denied. We are reimbursing her service fee difference to her.

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.

TinaCharlotte, NC

Verified purchase

Customer ServiceClaims HandlingCoverageTechSales & MarketingPricePunctuality & SpeedRefunds & PayoutsMaintenanceStaffRatesValueNetwork QualityCoverage Limits

Reviewed Oct. 12, 2020

When we spoke with the sales rep on the phone and we described what we wanted, it was a really good deal. My sister and I both did a three-year prepaid plan. It sounded great. But with all this COVID stuff going on, trying to get in touch with them can be painful. You have to be patient. They were very good at selling the package. But when you have the problem, it depends on where your rental property is.

I have a rental property in Baton Rouge, Louisiana, and it was very difficult to find a contractor to go out and look at the problem. They don't want to deal with any home warranty at all because the claim was so small. It was not worth it to them. I had another property in North Carolina, and I didn't have any problem. I did a claim online for the air conditioning, put in what the issue was, and within 24 hours, I got an email back saying I've been assigned this contractor to work with. The guy even made the appointment before I called him. He was great because he was willing to come out and make the appointment. But in Louisiana, Total Home Protection told me that they didn't have enough people and that I could find my own contractor and pay for the visit. They pre-approved up to $100 dollars. If it was over 100, then they would have to call back to the home warranty to make sure it was approved before they can proceed with the work.

Nobody in Louisiana wanted to go out for that $100. I called five different companies. So it was very painful. When I couldn't find anyone, I tried to call THP and it was always the recording. No one answered the phone. When I would leave to be in the queue to be called back, it didn't happen. When they did call or email me, they said a certain person now has my case and I should call him. I would call him and leave another voicemail. It was like trying to find somebody who was very difficult to talk to.

I wrote an email to the main website and to the senior associate salesperson that sold the package to me. I said that I couldn't find a contractor and at that point, they needed to find a contractor. They said since I originally agreed to find the contractor, I get put back in the pool to be 30 days later to find someone to fix the problem. That was not satisfactory. The reason I bought this package was for them to find the contractor to work. Either they find somebody or I'm canceling my policy and get my money back. Then they finally found somebody. So I have a 50% failure with them right now. I have four homes them and this is the first year I changed to Total Home Protection.

I also had a microwave claim in Louisiana. It went out and the contractor told me he didn't take home warranty policy because it didn't pay enough. I called the home division that originally put the microwave in and they said their appliance comes with this company and that they were really good in dealing with it. So I called them and they said they had the microwave that I wanted and that they could do everything for me for about $400. This price was for putting a new microwave, taking the old away and doing everything for me.

I emailed one of the claim approvers at THP. I told him that the company said that I could either replace this whole thing for that price, or if they go out and fix the thing, it was gonna cost even more to buy the parts. So he said he would approve for the whole thing to be replaced, but I had to pay upfront and file a claim. So that was exactly what I did. It took them three months to give me my check. You need a lot of patience in dealing with them. It seemed like eventually things get taken care of, but I shouldn't have to wait for three months to get my reimbursement back after multiple phone calls.

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Response from ServicePlus Home Warranty

Nov. 4, 2020

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. 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. If the consumer would like to speak to someone in regards to these issues, they can contact us at 1-800-545-0402.

AnnaKrum, TX

Verified purchase

PriceRates

Reviewed Oct. 12, 2020

I looked online for a home warranty and at the time, the gentleman that I spoke with gave me a really good deal. It was right in the beginning of the pandemic and it was the better price of all the prices that I had been getting. I used them one time for the dryer and I didn't have a problem. The gentleman came and he had to go get a part. Other than that, everything was great.

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Response from ServicePlus Home Warranty

Nov. 4, 2020

HowardWeatherford, TX

Verified purchase

Coverage

Reviewed Oct. 11, 2020

Purchased the senior 5 yr. plan. All new kitchen appliances, so needed coverage. Roger was great, but did seem in a hurry. Will probably need your services in your other covered areas as well. Some repairs I will undertake myself. Hopefully, will not need your services anytime soon.

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Response from ServicePlus Home Warranty

Oct. 13, 2020

L.Fl, FL

Verified purchase

TechPriceMaintenanceStaffBillingResolution

Reviewed Oct. 11, 2020

When we submitted the claim, the technician diagnosed one part, put it in but it didn’t work. He came back, did another part but it didn't work. He did another part again but it still didn't work. It's been going on for four months now. The guy said LG doesn't have any parts right at the time. In the meantime, we have no fridge. I had to rent a fridge and put it there. I had a couple more claims. The tech would come to try to fix the issue but it would take a while. I understand it because of COVID.

I had a plumbing claim that's only $125. Their rep said, “I haven't seen the claim. Can you submit it again?” I submitted it again but they still haven't paid yet. I have 14 properties with Total Home Protection. They’ve been fair with me but I should have a personal tech to go to. For example, I had a situation where one tech said it was supposed to be $200. I gave them my card information then I was charged $750. I was told after that there was an error on their side. I don't wanna leave a credit card on file anymore because there are so many accounts that it's hard to keep up with. But if you have one person that you go to, then that would be easier. We have about 30 properties. I wanna bring them all on board but if they can't handle 15, why am I gonna bring any more?

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Response from ServicePlus Home Warranty

Nov. 4, 2020

When we are looking to repair the unit we sometimes may be at the mercy of the manufacturer for parts needed to complete the repair. It's not an ideal situation but for some brands parts are difficult to come by.

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.

CraigBiloxi, MS

Verified purchase

Customer ServiceCoverageTechSales & MarketingPriceMaintenanceStaffTransparency

Reviewed Oct. 11, 2020

I needed a home warranty because I’m in a house that’s 20 years old. I went online and looked for home warranties. I went with Total Home Protection and now that I'm trying to utilize the warranty, I'm a little discouraged about it. When I had a sink repair claim and the tech came in here, everything was flawless and I was extremely satisfied. But I have a microwave repair that still hasn’t been resolved because the technician that they called was a scammer and scammed me out of money. And when I went to go back to them, they were referring my claim to people that don’t even do the required work. So their service technician database needs to be updated. I also submitted something for my oven that wasn’t covered, which was distressing, because the glass is broken on the oven door. I put in another claim for my dishwasher that's leaking and we’ll see how that goes.

I’m also not very satisfied with their customer service. When I call up there, their response hasn't met my expectation. But a lot of the times I get an email, which is fine since I can respond through email. Still, I paid over $1,000 for the warranty and I’m expecting a little more coverage. But partly, that’s my fault for not doing a little more research into what they were covering.

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Response from ServicePlus Home Warranty

Nov. 4, 2020

The claim being mentioned here was covered and was authorized by the warranty co. The service provider did not handle the claim and therefore we reassigned the claim.

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.

CarlosPhoenix, AZ

Verified purchase

Customer ServiceCoveragePricePunctuality & SpeedBilling

Reviewed Oct. 10, 2020

I have been trying to contact and have been waiting patiently for a reply to all of my phone calls and emails to Courtney **. He sold me a policy a week ago and while my credit card was charged within 5 minutes from the transaction, I am still to receive a confirmation and policy paperwork. Quick to charge and forever to assist. If that is how you guys do business, I will definitely cancel your service in the next few days if no action is done. Thank you and have a good day.

Thanks for your vote!

Response from ServicePlus Home Warranty

Nov. 4, 2020

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. If you have disputes with any of your claims, always feel free to contact us. We are committed to providing a positive customer experience and doing the right thing for all our customers, contractors, employees, and our company. If the consumer would like to speak to someone in regards to these issues, they can contact us at 1-800-545-0402.

From my understanding all issues were resolved and information requested was sent.

CheyenneProvidence, RI

Verified purchase

Customer ServiceTechPricePunctuality & SpeedRefunds & PayoutsMaintenanceStaffRatesTimelinessCoverage Limits

Reviewed Oct. 10, 2020

Total Home Protection's price was better than most home warranty providers so I went with them. The price you have to pay for somebody to initially come in was a little bit lower and I paid upfront for the next three years so it worked for me. I'm at peace. I know if something breaks, I'm okay. I used them once when I was having an electrical problem on one side of my house. You wait on the line a little bit more because it's COVID but the reps are very polite and apologetic. I like the way they responded. They didn't come on cranky. I've had other services and their staff is not very knowledgeable or they're kind of rude. I told the gentleman I was speaking to like, "I feel so sorry for you. You guys must be going crazy." He started laughing and said, "It gets busy. But thank you."

I told them what I needed and they told me they'd have somebody out. They sent the person out within the next day or the day after. I paid the $47 service fee but the guy couldn't do anything. I still had to pay it because he came out. I wasn't happy about that but they've done nothing wrong and I have told people about them.

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Response from ServicePlus Home Warranty

Nov. 4, 2020

M.Usa, Usa

Verified purchase

Customer ServiceCoverageTechPricePunctuality & SpeedRefunds & PayoutsMaintenanceStaffBillingTimelinessWait Time

Reviewed Oct. 10, 2020

I was reading reviews and a website recommended Total Home Protection. But so far, it's very difficult to do the claiming with them. At the moment, I'm trying to claim something for the air conditioning unit and I can't even reach them. So, by the time I can reach them, it's too late because I have a renter in the house that's covered. It will take time for them to get back with me then, they have about 24 to 48 hours to respond. And it’s usually very late. After that, there's another waiting period for the technician to schedule me. But when it's very hot in the season, the renter cannot live in that house and the renter started threatening. I don't usually get in trouble with them, but they are hot in the house with no air conditioning and I can't imagine having to have them wait. So I have to make provisions for them and pay their hotel. But it's very expensive to do that. So I have to call another technician who could be there right away.

My usual technician is not licensed but he’s cheaper. I would ask Total Home first to pay, but their response would be too long, so I would tell the tech to just do the repair. Then, they wouldn't pay for him because my technician does not give a receipt. But he charged me, so Total Home would tell me to let him call them. But my technician does not trust any home warranty company because he's done with them. So he refused to call them because he had a bad experience with these home warranty companies. Most of the technicians will not cooperate if they know I have a home warranty because they have a bad experience with them. Especially, if they hear Total Home. They don’t want it. I could have known then, but I did not know.

Sometimes, Total Home would compensate me and say that they'd give me a future free service that cost $45. But I don't want to have another service and get back that money. I want them to pay off my bill. Sometimes, they would pay off half of it where if I have a 300 bill, they would offer 150 which was better than nothing. I was also planning to remove everything with Total Home but I didn't have time because they were promising to give me a refund and I have to wait for the refund to come for two months so I could pay for all these properties for another two months. It's frustrating and I might as well just pay my own technician and get better response right away. In the end, Total Home paid some of the bill just to make me stay a little bit more. They also covered my garage door opener one time. But overall, if it’s an air conditioning problem, which is usually the main problem why I have to go with a home warranty, their service is not so good.

I stayed for a long time with Total Home, waiting for them to cover my air conditioning in another house, and that took four months of waiting and trying to get them to re-diagnose because they required one. It was a good thing that my house was empty and there was no renter. So, I waited patiently for them to put in the technician and when the technician came, they said that they saw the picture and I did not maintain it, so they were not going to cover it. They also required me to pay something that was not covered and that was really bad.

So I'm still with them for about three properties and I'm still hoping I’d get covered for something. I was trying to reach them for something else to cover, but I cannot get in contact with them. I wrote them an email but got no response. This happened three times. They make you wait for reimbursements, according to when funds are coming in. Meanwhile, you just pay and pay every month, automatically. They can’t just do that to people and they have to learn to improve what they do. I like to encourage businesses, but when they're not working right, they have to correct themselves.

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Response from ServicePlus Home Warranty

Nov. 4, 2020

We are not an emergency service so yes it can take 24- 48 hours to assign a tech. This is standard procedure.

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.

BradleyEscondido, CA

Verified purchase

CoverageStaff

Reviewed Oct. 9, 2020

Spoke with Sam **. He is very knowledgeable, courteous and very easy to talk to. He set me up with a fantastic policy that I am very comfortable with. It was a pleasure doing business with and I will definitely refer other to the company.

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Response from ServicePlus Home Warranty

Oct. 13, 2020

KenClackamas, OR

Verified purchase

Customer ServiceTechPricePunctuality & SpeedRefunds & PayoutsStaffBillingTimeliness

Reviewed Oct. 9, 2020

The experience was terrible. This project for the garbage disposal started on September 8th. Total Home Protection said they couldn't find a plumber. This went on the whole week of September 8th. The following week, I told them to keep trying. It went on again and nothing happened. I told them I've got a plumber a block from my house. I was gonna give them a list of plumbers here in Oregon but that didn't work. A lady by the name of Myra in New York called me. She said what they generally do is I'd go ahead and pay somebody then they'd reimburse me in about 30 days. But what if the person didn't have the money to pay for that service? What would they do? Just sit here and wait forever?

I had the plumber come out on the 24th of September. The guy from Mike Patterson Plumbing was excellent. He was very polite. He got it all fixed and it came to $289.75. I gave him a check for $290 and we called Total Home Protection. He had these headphones so I couldn't hear the conversation. He repeated $289.75 to them at least five times. He said, "I've been here 20 minutes. The customer has already paid me. I'm not going to bill him any extra time." I'm upset over the whole thing. I called the Visa people and told them how terrible the service was. The next day, this guy, Hughes, called and said my claim's been approved and that's where we're at. It's the first time I've ever filed with Total Home Protection and I've been with them probably 2017. There's nothing good about it. It took that long then they told me they couldn't find a plumber. Also I was told the first service charge would be free. We went round and round on that one.

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Response from ServicePlus Home Warranty

Nov. 4, 2020

In the event we are unable to provide you a technician for a service call we do offer the reimbursement process. This method is explained in detail on your policy.

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.

ParisaMansfield, TX

Verified purchase

Customer ServicePunctuality & SpeedStaffWait Time

Reviewed Oct. 9, 2020

With all the stuff that's happening out there, you can see the issue with any type of appliance you have inside, especially in the garage. If something has happened, at least the home warranty company can come out and take care of it. The previous owner of the house was with Total Home Protection for several years and she said that if we went with the same company, it’d be way better than jumping with others, because she was so happy with them. So far, their reps have been perfect and anytime I call in, they take care of everything right away. Sometimes there's a wait time a little bit, but they respond. Then, your problem becomes solved immediately. When my wife had some kind of a problem in the house and she called in, they sent someone right away and she had a good experience with them.

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Response from ServicePlus Home Warranty

Oct. 29, 2020

AngelaCapitol Heights, MD

Customer ServiceCoverageTechPunctuality & SpeedBillingHonesty & Transparency

Reviewed Oct. 8, 2020

This is the absolute worst company. They are not honest. You pay your payments every month on time. I've had this company for almost 4 years and when I finally needed them they don't fixed this part. "It's not covered but we'll give you $200 towards your new dryer". That was July and and I still haven't received the check. When I call a different excuse every time. Then my hot water heater went out. Oh that part is not covered so exactly what do you cover. Apparently NOTHING!!! Do not pay your money to this company. They are horrible. I can't wait until my contract is up. I definitely will not be renewing it!!!!

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Response from ServicePlus Home Warranty

Nov. 4, 2020

The amount given for the dryer was given based on policy terms and conditions that clearly advise on the reasoning behind the funds given. As for the water heater, the ONLY part of the unit we do not cover is what failed on you. It's a clear exclusion unhidden in the policy.

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.

JuanCarlsbad, NM

Verified purchase

Customer ServiceHonesty & Transparency

Reviewed Oct. 8, 2020

The gentleman that I spoke with concerning home warranty program was a very honest, and pleasant gentleman. I gave him a gift from my Corporation in appreciation of his honesty. I am commending him on his values and customer service technique. Thank you.

Juan **
CEO

USGP Corporation

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Response from ServicePlus Home Warranty

Oct. 13, 2020

KatherineNeenah, WI

Verified purchase

Customer ServiceCoverageTechSales & MarketingPricePunctuality & SpeedRefunds & PayoutsMaintenanceStaffRatesTimeliness

Reviewed Oct. 8, 2020

I used to have American Home Shield for a really long time with several properties but the price was going almost double for my yearly fee. I gave Total Home Protection an opportunity because I found them online and their rates were pretty good and the representative was really, really nice. But it was not that good. The first time that I had a claim, I had a lot of problems. The issue with my stove was something very simple. It would've been cheaper for me to fix it and I knew what I had to do. But I wanted to see how the process was done and I was not happy with it. Their sales pitch is great, but the product is not.

With my previous provider, within a day max, they would've had someone assigned to a project and they would've given me the number. Also everybody was licensed and everybody had their insurance in case they did damage to my property. So everything was super legit. The response was really quick. But with Home Protection, that didn't happen. So I had to call and they said they were going to send me an email letting me know who was gonna come to my house, but that email was never received. I finally had to call the next day and the next day. Then I finally got an email saying that I was still waiting. They told me to go get whoever I wanted. But I don't have time to look for somebody. That's why I pay these people to do it for me. So I was really disappointed. But they did find somebody because a case manager assigned to it and I was in their butts all the time.

The lady contacted this guy and they came over to my house. In one of the conversations, when I put everybody on the line, I heard the guy say, "Hey, I am a contractor, but I don't have any insurance to cover if something goes wrong." She said that was okay. But that was not okay for me. In the end, I got the stove repaired but I would not have Home Protection again. I told them I wanted my money back. I still don't have my money back. I'm supposed to call now and go through the whole process to be able to get my money back because I bought a three-year program. At this point, I would rather get all my money back and pay the overpriced insurance because they're better.

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Response from ServicePlus Home Warranty

Nov. 3, 2020

The warranty co nor any other warranty co. covers damages by the technician. If he did not have proper insurance for liability we are unaware because we do not cover such issues.

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.

CatherineProvidence, RI

Verified purchase

Price

Reviewed Oct. 7, 2020

Thank you Simon! You went above and beyond. We appreciate all of your hard work to provide us with the best quote. We look forward to having our home protected and referring our friends and family to you as well.

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Response from ServicePlus Home Warranty

Oct. 13, 2020

RonaldBushnell, FL

Verified purchase

Customer ServiceClaims HandlingTechPunctuality & SpeedOnline & AppRefunds & PayoutsMaintenanceStaffWait Time

Reviewed Oct. 7, 2020

Our refrigerator wasn't keeping our food cold. Submitting the claim over the telephone was a bit of a challenge to do. You don't talk to a live person, but you talk to a computer. Sometimes, the commands that it asked you to follow weren't being registered. It took me several tries before I finally got it to go through. When I looked on the website, I did not find an icon that let me file a claim or start a claim on the website.

Once I filed the claim, I had to wait 48 hours for the contractor to come out. When I got somebody on the phone from the administrative department that handles the filing that put in the work order out for a contractor to come, they told me they couldn't find one to pick up the work order. So I asked for my options and they said I could go ahead and find a contractor myself that was local and arrange for them to come and do the servicing for me, and that once they've diagnosed it, to call while he was still there. So that was what we did. We followed the instructions.

During that time period, the tech came in and he diagnosed problem within 10 minutes. It was a relay that burned out and needed to replace. He had diagnosed that problem within 10 minutes. He went off to his truck, got the part that he had on his truck, came back in, and they did the repair. My wife called the number that they provided to have him speak to the service technician while he was there, and she got put on hold. The computer put you on hold and wait for the next available person. After about five minutes, the phone call got dropped. So she called again and the phone system put her on hold again. After five minutes, the phone call got dropped.

The service technician had other jobs waiting in line and he could not stay. He had to leave. So my wife paid the man, wrote him a check and he left us the receipt. Once I got home from work and I made the phone call. I got a live person to answer the phone and explained the situation. They sent me a form that I had to fill out and asked me to send the form back to them with a copy of the slip from the service contractor, and they would then reimburse me. They said it would take 60 days. But 60 days come and went and I hadn't seen a reimbursement check for the check that I wrote out for the service contractor to come in.

I called the number again and the young lady told me it was 60 business days. The first rep failed to tell me that the first time. She apologized. So I waited the 60 business days, and I called again, and the young lady said that she would process the claim immediately and send it on to the accounting department, and they would then have a check and send it in the mail. I thanked her for her help. A bit of information I got from the service technician who came to do the repairs was that his company and all the other companies in the region that I live in want nothing to do with these home warranty companies. They will not take up the work order. It takes 60 business days to get reimbursed or paid. They're in the same situation. They can't run a business like that.

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Response from ServicePlus Home Warranty

Oct. 29, 2020

As of 10/29 the claim was reimbursed and claim is resolved.

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.

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ServicePlus Home Warranty Company Information

Company Name:: ServicePlus Home Warranty
Address:: 518 Old Post Road, Ste. 7 #315
City:: Edison
State/Province:: NJ
Postal Code:: 08817
Country:: United States
Website:: www.serviceplus.com