ServicePlus (Formerly Total Home Protection) Reviews

1.3

1,959 reviews

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

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Updated May 19, 2026

By: Amanda Futrell

+1 more

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 7 Reviews 840 - 1040

AshleyDallas, TX

Customer ServiceTechPricePunctuality & SpeedStaff

Reviewed March 23, 2020

I had called Total Home Protection on a Tuesday morning at 9:30 am. A kind rep called me back 15 minutes later to confirm the claim and inform me that a repair technician would be contacting me to set an appointment. Later that day I made the appointment. The dishwasher I called about was repaired on the spot. All I have to pay was the deductible fee.

Thanks for your vote!

Response from ServicePlus Home Warranty

March 24, 2020

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.

BrentonuDallas, TX

Customer ServiceClaims HandlingTechPunctuality & SpeedMaintenanceStaff

Reviewed March 20, 2020

I have the Platinum plan with Total Home Protection. I submitted a claim for a primary air conditioning unit and it went well. They were quick at getting somebody called for me. The technicians were very knowledgeable and told me what they suspected prior to diagnosing and what's expected, and told me things that I could do to clean up and maintenance for prevention. It was enjoyable, really courteous and really easy to get a technician right away.

Thanks for your vote!

DongSaint Louis, MO

Customer Service

Reviewed March 20, 2020

I already had a home warranty. It’s just a matter of whether I wanted to stay with the company that I was with or going to some other company. I decided to go with Total Home Protection because I could see, going online, it seemed to have a good response from people. So I figured if other people have been satisfied with it, hopefully then I too will be satisfied with them. And I already had an issue that they responded to very well and that worked out very nicely.

Thanks for your vote!

BobbyEnglewood, CO

Customer ServiceCoveragePriceStaffRates

Reviewed March 20, 2020

I had a home warranty plan before and had canceled it. I felt that I needed some kind of protection so I went to looking for home warranty service and total Home Protection was online and I called them. I like what they had to offer. The price was better. It was a lower cost than I had been paying previously and they covered everything I needed to have covered, so I went with them. I have submitted one claim with them. It went well. They came and they were very professional. They did what they had to do and got the problem taken care of.

Thanks for your vote!

Response from ServicePlus Home Warranty

March 24, 2020

JudieMonument, CO

Customer ServiceClaims HandlingPriceRefunds & PayoutsMaintenance

Reviewed March 10, 2020

Paid a boatload of money for a plan but first time I put in a claim for a broken microwave they told me it was only eligible for a buyout, which means the repair would cost more than the microwave is worth. While they market it as a repair & replace program, they can decide whenever they want to institute the buyout clause. As a result, they are giving us a total of $100 AND it will take 6-8 weeks for them to mail out the money. Ours is an above range microwave. A replacement is $300 plus a minimum of $150 for installation. I feel like I’ve been swindled.

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Response from ServicePlus Home Warranty

March 17, 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. Per the contract, Total Home Protection does have the right to offer a Buy-out amount (not to exceed your unit’s depreciated value and at our actual cost) in lieu of repair or replacement. We make this decision at the recommendation of a vendor or one of our experienced authorization technicians.

We have reached out to you personally to further discuss this claim decision and provide further assistance.

YanAvon, CT

Verified purchase

Customer ServiceCoverageTechPriceMaintenanceStaff

Reviewed March 10, 2020

I purchased the house and I don't know what is the problem with the house. I want to see if the warranty provider can save me money on the repair. I searched online, I found Total Home Protection. This is my second year with them. I just renewed it. Two months ago I tried to see if I can find somebody to fix the problem. And I remember I have the protection, and I decided to check with them if they can fix it. I call them and they tell me to do a claim online. They sent email with the person's name who's supposed to do the repair. And then, I called them and he was flexible to fix it.

He came to check, then ordered the part, and they fixed the problem for now. The system is old and I prefer them to fix it completely, put new stuff. But I cannot expect them to put the new stuff. I understand what this would cost. Currently, I'm satisfied for now. In my opinion, however, I would not use the same person they sent last time. The person who would come to my home should be professional and have the tools he is supposed to have.

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Response from ServicePlus Home Warranty

March 11, 2020

BennyChicago, IL

Claims HandlingStaff

Reviewed March 9, 2020

I got Total Home Protection when we purchased our house. They immediately got to all of our needs when I submitted a claim. Everybody does a great job and everything gets taken care of timely. I'm really happy and totally satisfied with the service that they provided, and I tell all my friends that are homeowners that they need to look into having total Home Protection as their home warranty.

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Response from ServicePlus Home Warranty

March 10, 2020

DuaneChicago, IL

CoveragePunctuality & SpeedStaff

Reviewed March 9, 2020

Total Home Protection seemed like such a good idea for what you get for your money. We didn't know this kind of insurance existed until our neighbors told us about it. We have been very pleased with them and our son has now joined in. I would recommend them to anyone. They have been very prompt to answer any claims we've had and they've sent professional people out to do the work. We can't complain.

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Response from ServicePlus Home Warranty

March 10, 2020

JosalynnHouston, TX

Verified purchase

Customer ServiceTechPricePunctuality & SpeedStaffBillingRatesTimeliness

Reviewed March 7, 2020

I had Home Guardian and Home Shield before and then I switched to Total Home because of their price and it was a month-to-month charge. The price was very reasonable versus what I was paying with the other company. And when the technician comes out, I have to pay $45. That was very reasonable because I have been paying $60 or $75 with the other company every time someone comes out. I've been with Total Home for three years now and I’ve been pretty satisfied.

When I noticed the issue with the washer, I called them and told them what the problem was. They submitted the ticket and their people called me within a few days after that and set up appointment. The contractors were fine. The only thing that I really didn’t care for was the time of service. They didn’t take the payment, so the next day when I came home, there was a little note on the door. I called it in and the young lady told me that I didn't leave the payment with the technician. I told her that they didn't ask. I failed to ask them because I didn’t know what their procedure was. The rep on the phone asked me if I wanted to make the payment over the phone and I ended up doing it.

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Response from ServicePlus Home Warranty

March 10, 2020

JudyRaymore, MO

Verified purchase

Customer ServiceClaims HandlingCoverageTechPunctuality & SpeedStaffBilling

Reviewed March 6, 2020

I called Total Home Protection to submit a claim. The service was great and they were able to get a contractor out pretty quickly. The contractor was very good and very friendly. I liked him a lot. He knew exactly what he needed to do. It was the latch on the dishwasher wasn’t latching anymore, so he had to order a new one of those. The reason I switched over to Total Home was that I had the dishwasher go out on me with a different company, and they pro-rated it and only gave me partial payment for it. I went to Total Home Protection ‘cause they told me that they would repair it or replace it, not just give me a partial on it.

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Response from ServicePlus Home Warranty

March 11, 2020

NancyDallas, TX

Verified purchase

Customer ServiceTech

Reviewed March 5, 2020

The garbage disposal would make a noise but not do anything. I called the number that we had for American Home Shield and we were told to expect the contractor within 24 hours. They were very good and respectful people, and they got me a new garbage disposal.

Thanks for your vote!

DianePawleys Island, SC

Customer ServiceClaims HandlingCoverageTechSales & MarketingPunctuality & SpeedStaff

Reviewed March 4, 2020

I filed a claim for HVAC on Friday as we had no heat. I was informed that no one worked on the weekend. I contacted the company that I have a service contract with who came out and provided emergency heat. I followed up with THP on Monday, they did not offer any information as to their process. My person offered to call THP to discuss what the findings were. I thought this was a good idea as they speak the same language and understand HVAC mechanics. Big mistake. The mechanical failure THP determined was due to rust and corrosion which of course they don’t cover. THP again sent no one out to evaluate the HVAC System, instead took information from my repair man and got him to use words that enhanced their denial position.

THP was very prompt in informing me of the denial. That was the only piece of the process they initiated. So I spent 15000$ for a new HVAC unit and THP is sending me 100$ because the mediation person felt bad about my experience. Just like everyone else you buy protection for peace of mind. The only thing I got from THP was frustration, discounted and angry. Save your money, don’t deal with this company.

Thanks for your vote!

Response from ServicePlus Home Warranty

March 18, 2020

In an effort to still assist the consumer, a good will amount of $100.00 was offered towards the not covered claim, which the consumer accepted.

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.

DavondaCedar Hill, TX

Verified purchase

TechMaintenanceStaff

Reviewed March 4, 2020

My furnace claim experience was wonderful. The tech was very professional and didn't take long to fix the problem. He had to order a part, then he came back after about a couple of hours and installed it, and it has been working ever since.

Thanks for your vote!

Response from ServicePlus Home Warranty

March 10, 2020

BrianBowie, MD

Verified purchase

Tech

Reviewed March 3, 2020

Total Home Protection's service has been good. I had to use them just recently for my garage. The contractors that came out were good. I like them. I'm a Realtor, and I have used many home warranty companies. So far, they're on the top of my list right now.

Thanks for your vote!

Response from ServicePlus Home Warranty

March 10, 2020

JessicaSheridan, WY

Verified purchase

Customer ServiceClaims HandlingCoverageTechPriceRefunds & Payouts

Reviewed March 2, 2020

Our heater stopped firing and igniting the pilot light. I made an online request with Total Home Protection and they said they didn't have anyone in the area available to come out. So, they told me to get someone else and pay them, then submit the claim in for reimbursement. But I submitted the claim on a weekend and it took them four days to get a response back for approval to get the work done. So we were out of heat for that whole time. I know it's in the policy that they have four days to get back, but it seemed like they took the full amount of time instead of trying to get on the front end of that a little more. If someone could've told me sooner that they couldn't find anyone, that would've been great.

Also, I haven't been reimbursed for the amount we paid minus the deductible we have and I'm not sure how long that should take. Other than that, we got to pick the contractor who came out and the claims process was pretty easy. Dealing with everyone was good as well and I was glad that they were able to let us know that they didn't have anyone in the area so we could get someone on our own out.

Thanks for your vote!

Response from ServicePlus Home Warranty

March 11, 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.

Total Home Protection's policy does state that we have 2 business days to locate a vendor. We are not an emergency service, however, we understand that consumer's need their unit's diagnosed and serviced as quickly as possible and strive to assign a vendor as soon as we are able. We have methods to allow claims to be placed 24/7 and have started utilizing a vendor assignment system that allows vendors to accept a claim even if it is outside of normal business hours. In certain areas, we are able to assign a vendor within an hour of a claim being placed. Other areas can take the 2 business days. It all depends on the vendors in your area and their current availability.

Your check should be mailing soon and I have alerted the accounts payable department to take a look and be sure this check is processing correctly.

WalterMacedonia, OH

Verified purchase

TechPriceStaffRates

Reviewed March 1, 2020

The contractor sent out by Total Home Protection was excellent. He knew what he was doing and it didn’t take a long time to do what he had to do. He was friendly, courteous and professional. I've had Total Home Protection for a couple of months. I went with them because of the price and the things I read about it and the experience with them was fine.

Thanks for your vote!

Response from ServicePlus Home Warranty

March 10, 2020

DeontraPalm Bay, FL

Verified purchase

CoverageTechPricePunctuality & SpeedMaintenanceStaffTimeliness

Reviewed Feb. 29, 2020

I left Home Shield about four months ago and switched to Total Home Protection for the big cost difference. I have both houses with them and I'm saving about $20 a month per house. After I put a claim in, the contractor came out, if not the next day, then the day after, which was very quick. I had a leak under my kitchen sink. From the hose to the PVC water pipe, there was a bad connection and I had to get it fixed. He was able to fix it with no problems. He was pretty knowledgeable and lives in the area so he knew the neighborhood.

Thanks for your vote!

Response from ServicePlus Home Warranty

March 10, 2020

ValerieDuncansville, PA

Verified purchase

TechSales & MarketingStaffHonesty & Transparency

Reviewed Feb. 28, 2020

I was promised my claims would be assigned a technician within 24 hours because I live in PA. Tried to make my first claim on 2/23 and on 2/24 I was told that the salesperson lied to me and that they have 48 hours to assign a technician no matter where I live. Then They couldn’t even get a technician here at all and I had to do it myself. Now they won’t even tell me what next steps are and in the meantime my family has not had hot water for almost a week. They have zero concern and even when I contact the salesman again. He wouldn’t even try to assist. Or should I say apparent Con Artist because zero of what he told me has been true so far!

Thanks for your vote!

Response from ServicePlus Home Warranty

March 11, 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 consumer placed a claim on 2/3/2020. Unable to get a vendor with availability we offered the consumer to go through reimbursement as stated in their policy. The proper procedure was explained to the consumer and they agreed to go through reimbursement.

Their vendor reported the failures and it was determined that the failures were pre-existing to the policy, being multiple components failed within the short life span of the policy. We have reached out to the consumer to discuss the issue further.

LisaCrete, IL

Verified purchase

Customer ServiceCoverageTechPriceMaintenanceStaff

Reviewed Feb. 28, 2020

A few weeks ago, the lights of my microwave started blinking on and off. I called Total Home Protection and checked the claim to see if it would be covered. They said they would. Then the week before last, the guy came out to fix the problem. He was professional and did most of what he needed to do. However, he didn’t finish the job, which will require a second visit. He said that he was going to try to get out last week but never called me back. Other than that, I got a good deal on Total Home Protection. They offered more than others and the deal was better. It is more bang for my buck in regards to the deductible when the contractor comes out, what I pay upfront, and the length of time. I’m satisfied with Total Home Protection.

Thanks for your vote!

Response from ServicePlus Home Warranty

March 11, 2020

In regards to the negative service our vendor provided, we will be reaching out to the consumer privately to discuss and rectify the situation.

MaryCleveland, OH

Verified purchase

Customer ServiceRefunds & Payouts

Reviewed Feb. 27, 2020

Spoke with Gary on Monday 2.24.20 and was referred to another department and someone called me back and then hung up on me. I tried calling the number back and have not been able to speak with anyone. Tell me how do I get service using plan I'm paying for?

Thanks for your vote!

Response from ServicePlus Home Warranty

March 11, 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.

Should you wish to place a claim you can reach our New Claims department by calling 1-800-545-0402! They can enter the claim for you. You can also visit our website (https://www.totalhomeprotection.com/) and use our online customer portal to place your claim. Our new claims department is available 24/7 to place a claim for you. After the claim is placed, we ask you give use 48 business hours to locate a vendor and email their information to you. We strive to do so as quickly as possible, but it can take up to the 48 hours.

P.Md, MD

Verified purchase

Customer ServiceClaims HandlingCoveragePunctuality & SpeedMaintenanceStaffRates

Reviewed Feb. 27, 2020

Total Home Protection is highly rated on customer service in terms of getting back with everybody via phone or email. I'm very new to Total Home Protection. I have multiple properties with them and they treat me a little nicer than the average because I'm considered VIP. But recently I filed a claim for a dryer and they said they will not replace the dryer, but send me $200, and then they keep on calling me and telling me that the $200 is wrapped up in a glitch. I never got the checks. But other than that they're nice and very professional. They're a smaller unit so it was a hierarchy that's not as tall. I'm able to get to the decision makers pretty quickly.

Thanks for your vote!

Response from ServicePlus Home Warranty

March 11, 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.

Due to an internal system issue, there was a delay in the check being sent. We have expedited the check - working closely with the accounts payable department we will get this out to you as soon as possible.

ChereneHartford, CT

Verified purchase

Customer ServiceTechMaintenance

Reviewed Feb. 26, 2020

Total Home Protection has some more attractive fees and it wasn’t too much out there so I got them as warranty. For a claim, I noticed I was having some problems with one of the outlets. There was no power in it and I had to call AHS back twice to complain because they only had one person they reached out that was gonna fix the plug. They emailed me to call the person and when I called him he told me he would call me back in 30 minutes. It took like almost two hours and I'm sitting there wondering. And then when I tried to call back there were a bunch of voicemails. I wasn’t satisfied with that

When I called the company they put me on hold for 20 minutes and then they say somebody was gonna come in the morning. I didn’t even get a follow-up email to know if it was the same guy. But everything seems to be okay ever since. He went in the basement where the thing is, and he came back up. He spent five minutes there and came back up and he checked it and it worked. He was only here for like 10 minutes and everything has been working fine.

Thanks for your vote!

Response from ServicePlus Home Warranty

March 11, 2020

Thank you for contacting us with the above review. We at Total Home Protection treat each review with respect and use this feedback to better serve our valued customers.

We do apologize for any issues you may have had with your claims process! Total Home Protection strives to provide quality customer service and will take this information into review. In reviewing your account we do see that the issue was covered and that, as of this response, the issue has been resolved.

IreneAtlanta, GA

Customer ServiceRefunds & PayoutsStaff

Reviewed Feb. 25, 2020

Time and time again I was surprised by the quality of the customer support they offer. I literally just got off the phone with Michelle and she was absolutely a doll to talk to. She handled my claim and left a smile on my face. This is how I understand to have a pleasant interaction with a service I’m paying for.

Thanks for your vote!

Response from ServicePlus Home Warranty

March 10, 2020

NanetteSt Louis, MO

Verified purchase

Customer ServiceClaims HandlingPunctuality & SpeedTimeliness

Reviewed Feb. 24, 2020

Somebody from Total Home Protection called me and they were telling me about the program. When I had a problem when my furnace wouldn’t come on, they sent a guy out and he had to come back the next day but he did come. I didn’t have a problem paying the $60 copayment and it turned out pretty good. As far as the claims process, I called and they told me the number to press if I wanted to file a claim. Then it took like 20 minutes for somebody to call right back once they accepted the claim. And they came right out in about 25 minutes later. I like Total Home Protection, so far.

Thanks for your vote!

Response from ServicePlus Home Warranty

March 10, 2020

J.Nj, NJ

Verified purchase

Customer ServiceCoverageTechSales & MarketingPricePunctuality & SpeedMaintenanceStaff

Reviewed Feb. 23, 2020

My house is 11 years old and I figured some of the things will start to go, break down, disappear. The first claim I had with Total Home was a year ago. They gave me the name, I called the gentleman and he came right out. He came out and fixed a washing machine. Then when my garbage disposal unit's motor burned out, I got on the internet, filed the claim and was told to expect the contractors within 10 days. However, they wouldn’t come. Also, Total Home doesn’t answer your calls and they never call you back. It goes to voicemail. You leave a message and then they refer you to a claims supervisor or somebody and they never call you back. They were supposed to send me a form to fill out, but I never got that.

What Total Home does is they give you a name of a technician, and you call them and set up the appointment. I called him six times and he never answered. The seventh time, he told me Total Home owed him money and he wasn’t coming to my claim. I went back to Total Home and they gave me another name. I called them three times and finally, they told me that I was out of their service area so they didn’t come either.

What happened was Total Home said they would give me $100 and that I could solve my own problem, or I could get my own technician and get a quote, submit it to them, and then they would make a judgement on whether they would accept the quote or whatever, which is what I did. I got the plumber to come out and give me a quote. And then I submitted to them, and after about two weeks, they came back and said they would accept my quote less a discount that I would normally pay anyway, which was $45.

Thanks for your vote!

Response from ServicePlus Home Warranty

March 11, 2020

Thank you for contacting us with the above review. We at Total Home Protection treat each review with respect and use this feedback to better serve our valued customers.

We do apologize for any inconvenience you may have experienced with your claims. In reviewing your account, we do see that all your claims have been approved and a check for your reimbursement is being processed! We anticipate that it should be mailed by the end of the month.

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. We sincerely thank you for your feedback - any feedback can help us better serve you in the future. If you have any questions, please contact Customer Service during normal business hours at 1-800-545-0402.

JessicaGlendale, AZ

Verified purchase

Customer ServiceClaims HandlingCoverageTechPunctuality & SpeedMaintenanceStaff

Reviewed Feb. 22, 2020

My garbage disposal was a year old and it stopped working. I went to Home Depot and they told me that it didn't have any warranty, so I submitted a claim with Total Home Protection. I did it through the internet and my experience was good. They were very professional and helpful. They also called me right away and fixed the problem quickly. They replaced the garbage disposal and the techs who came out were really nice. I'm really happy that I signed up with Total Home because right now, I can't be having more stress on unnecessary repairs like that.

Thanks for your vote!

Response from ServicePlus Home Warranty

March 10, 2020

JustinCicero, IL

Customer ServiceMaintenanceStaff

Reviewed Feb. 21, 2020

Five times last year and twice this year already. That's how many times I've called the claims line. And every time I did, I got the same kind of friendly staff and willingness to help me out. The last time was this Monday when my toaster started smoking when I pressed it and then stopped working. Today is Friday and I just bought a new one with the money from Total Home Protection.

Thanks for your vote!

Response from ServicePlus Home Warranty

March 10, 2020

ClaraBrighton, MA

Customer ServiceTechStaffTimeliness

Reviewed Feb. 21, 2020

Thank you Total Home for getting my heater fixed! A technician came over the same day I called the claim in and was done on the spot and at the end of the day, I paid $35 for a replacement and fittings. I’m no heater expert, but when it comes to my pocket I am one, and this is a great deal I got. Thank you again!

Thanks for your vote!

Response from ServicePlus Home Warranty

March 10, 2020

DirandaSchertz, TX

Verified purchase

CoverageTech

Reviewed Feb. 21, 2020

I had a claim for my laundry room washer and it took a little over two months to get the situation resolved. It took about three days for somebody to come out before I submitted it. And then they came and didn’t see anything wrong with it. Then it started leaking again. The same person came back out and he was like, “Oh, I missed this.” He bought a part and then he quit working for that particular company. So then it took me about a month and a half trying to get ahold of them. I finally got ahold of somebody and they came back out here and they fixed it. I haven’t had any problems with it since.

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Response from ServicePlus Home Warranty

March 10, 2020

We at Total Home Protection value when consumer's provide feedback on the vendor's that service their claims. If a vendor doesn't complete work, doesn't complete work in a timely manner, fails to be responsive, or in some way fails to service the consumer, Total Home Protection will take corrective action. For this claim, the vendor was notified and instructed on the proper procedure for the future. The only way Total Home Protection can react to vendor issues is if the consumer informs us of said issues. Due to this, we greatly value any and all feedback on our third party vendors and use this feedback to better our service in the future.

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.

LorenzoArlington, TX

Verified purchase

Customer ServiceTechStaff

Reviewed Feb. 20, 2020

I've called in my claims and they were very nice. I’ve had two claims with them. I had an oven and a plumbing issue. The customer service representative on the phone asked me specific questions and she pretty much diagnosed what the issue was. When the technician came out, I told him what she had said, and he said he would check out everything, and it worked fine since then. I've been extremely satisfied with Total Home.

Thanks for your vote!

Response from ServicePlus Home Warranty

March 10, 2020

HaroldHouston, TX

Verified purchase

Customer ServiceCoverageTechPriceRefunds & PayoutsMaintenance

Reviewed Feb. 19, 2020

When Total Home says that they fix garages, they should say that they don't do springs. It's a waste of my money on the service call if I'm gonna pay for a service for them to come and fix the garage, and then they tell me they can't do that. That's a waste of my $65 to tell me that it's broke, which I already know. It ain't worth it for me to keep spending my money to tell me that they can't fix it. And when they're charging us another 300-something for each spring, what's the warranty good for?

They told me that they were going to accommodate my next call. But it doesn't matter if I call them. If I try and call them to fix something and they're not fixing it, what's the use of me paying for the home protection. I have a washer that just started leaking, but I'm scared to call them for it because I'm not gonna pay $65 for them to come tell me that I need to get something else or something older. If it has to be a waste of time, I might as well go and get it myself and only do it myself. I want a better experience.

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Response from ServicePlus Home Warranty

March 10, 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 coverage purchased by the consumer covers the garage opener unit itself and not the garage door. This was explained to the consumer and, in an effort to still assist the consumer, a free service call fee was placed on the account for future claims. The consumer understood and accepted.

WesColleyville, TX

Verified purchase

Customer ServiceCoveragePunctuality & Speed

Reviewed Feb. 18, 2020

Pool pump drive failed and Total Home Protect decline the claim due to pre-existing condition. Buyer beware this company will call avoid paying claims by using pre-existing. File a complaint with your state, I filed under deceptive trade practices. I purchased the policy in December and pool pump failed in February, Manager Kevin ** said it's too close to effective date, "I should have waited until end of month and it wouldn't have been a problem".

Thanks for your vote!

Response from ServicePlus Home Warranty

March 18, 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 consumer placed a claim on 2/13/20 and it was determined the failures were pre-existing to the policy, being multiple components failed within the short life span of the policy. We have reached out to the consumer to discuss the issue further.

JamesCrosby, TX

Verified purchase

Customer ServiceTech

Reviewed Feb. 18, 2020

I had Total Home Protection on my other house in Alabama and then when I bought a new house, I bought another contract. THP in Alabama works pretty well. Since I got to Texas though, they're not the same. They usually have vendors that get right out to me. Two months ago, I called them about my dishwasher. The first company THP told me to call didn't get back to me. So, I called THP back and told them that nobody ever answered the phone. They told me to call another company. That company finally came out but then the techs said they needed a part and left. About a week or so ago, they came back but then they needed another part and I haven't seen them since. I'm very dissatisfied with Total Home. I bought a six-year contract with them this time and it seems like I’m gonna have six years of ups and downs.

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Response from ServicePlus Home Warranty

March 10, 2020

In reviewing the consumer's account, this claim was covered and the vendor approved to complete the work and purchase the parts. Should the vendor not have completed the service, please contact us at your earliest convenience so that we can get the situation rectified immediately. We at Total Home Protection are committed to providing excellent service and should one of the vendor's servicing your unit's be unsatisfactory, corrective measures will be taken immediately.

DavidOak Ridge, TN

Verified purchase

Staff

Reviewed Feb. 17, 2020

This is my first with Total Protection and I want to thank ELI for his help with getting my protection. He is a very good asset to your Company and knows the Business. I could not ask for a better protection on my home. Thank again ELI for all your help.

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Response from ServicePlus Home Warranty

March 10, 2020

EnamEuless, TX

Verified purchase

Customer ServiceCoveragePunctuality & Speed

Reviewed Feb. 17, 2020

Total Home Protection is good. I heard about them from friends talking. My garage door had a sensor problem and I fixed it. Then they forget it for the reimbursement check, and now they said they will give it to me. It is okay, but I have been waiting for almost two months already. The guy said that my reimbursement check was not disbursed because the machine had some problem. When I call them, I will have to tell them again. Sometimes when I call, it also takes the caller a long time to respond to the phone -- that is one thing they can modify for customer service.

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Response from ServicePlus Home Warranty

March 10, 2020

Upon reviewing the consumer's claim, it can be seen that the consumer opted to receive a 200$ voucher in place of receiving a check for the reimbursement amount. This voucher was approved and the consumer's issue was resolved.

KeithBoerne, TX

Verified purchase

Customer ServiceTechMaintenanceStaffBilling

Reviewed Feb. 13, 2020

Repairman diagnosed the wrong control board. Replaced 2 boards that were working the main board next to furnace was the problem. Warranty company said they would not replace anymore boards because of repairman mistake. I got hung with 450.00 bill by another company that I had to call to fix problem. What is the use in having a home warranty?

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Response from ServicePlus Home Warranty

March 5, 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.

GeorgeLake Charles, LA

Verified purchase

CoveragePriceMaintenanceStaffRates

Reviewed Feb. 7, 2020

Friendly and knowledgeable. Gave several quotes to Choose from to fix my budget. The prices were compatible with other company's quotes. After I receive copy of the warranty will give refers. Home warranty is set up so little or no out pocket cost.

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PaulaRockford, MI

Customer ServiceClaims HandlingCoverageTechPunctuality & SpeedStaff

Reviewed Feb. 3, 2020

I purchased a home warranty in March 2019. In early September 2019, I needed dishwasher repair. THP did not have a repairman available in my area and told me to arrange for a repairman and call them with the estimate. I did this and got a hassle about needing to speak with the repairman directly. We got that all worked out and I was told within 24 hours that the claim was approved. I had the service completed and have been waiting 5 months for reimbursement. Every time I call (and wait at least 30 minutes on hold if not longer), I'm told it will issue with the next check batch.

I've talked to supervisors and even been given an exact date it would issue, but no check. Now they say they had an issue with their financial institution and made a change, but still can’t promise a date for check issue. I have little confidence I will ever see my reimbursement. This policy was a complete waste of my money and has taken up more time in phone calls than is reasonably acceptable with no results.

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Response from ServicePlus Home Warranty

March 5, 2020

Due to an internal system issue, there was a delay in the check being sent. The check was mailed 2/28/20.

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.

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 the consumer would like to cancel as per the terms & conditions, please contact us at 1-800-545-0402.

JosephOrlando, FL

Customer ServiceCoverageSales & MarketingPunctuality & SpeedTimeliness

Reviewed Feb. 3, 2020

I have tried to make two claims so far. The first was denied as not covered. Oddly, a salesman called me the next day and told me the problem I had would be covered. My situation was an emergency. Looong time for a response. I was given $100 in good faith on a $2000 repair. Still waiting for that 2 months later. On my 2nd claim. It was after hours. I followed guidelines and never received a response.

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Response from ServicePlus Home Warranty

March 5, 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.

donnaAlbuquerque, NM

Customer ServiceCoverageRefunds & PayoutsStaff

Reviewed Feb. 2, 2020

Purchased the Platinum plan which states hot water replacement covered...except LOTS of fine print. I find it hard to believe that NOTHING was covered for my hot water replacement...my previous home warranty company, Complete Appliance Protection replaced my hot water heater entirely. Not only has not one penny been reimbursed, but I've called the Claims Manager Cherie ** approx 5 times/day for 2 days in a row leaving voicemails asking her to return my calls and answered her email asking her to return communications, and nothing. I also sent an email to the rep who sold me this sad plan, and no reply from him either. I am beyond disappointed and will do everything possible to get my monies back for this 3 year plan.

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Response from ServicePlus Home Warranty

March 5, 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.

In an effort to still assist the consumer with this uncovered claim, a good-will amount was offered which the consumer accepted.

JanetLoris, SC

Customer ServiceClaims HandlingTechPunctuality & SpeedMaintenance

Reviewed Feb. 1, 2020

I have tried twice to file a claim with these people. The first was for my AC in summer. It took two days for them to contact me that a contractor had been assigned. The person they assigned was not even from anywhere near where I lived. Then I had to try to contact him to set up an appointment. Another 2 days. When he finally showed up, he had no idea that THP had sent him and would not work with them. I ended up having to get another company on my own to get my AC fixed.

A couple of weeks ago I got a huge water leak under my bathroom sink. Again it took over two days for THP to assign a contractor. Then another two days to get him to my house. Again, he was not from anywhere in my area and couldn't find my house. Finally arrived and did fix the problem, but I was without water in my bathroom for 5 days. I think this is totally unacceptable. If it had been a refrigerator, I would have lost all my food. The customer service people did nothing to try to speed things up. Just recited their script that it took that long to get someone assigned. Glad it wasn't my heating or electrical system. I would have had to go to a motel.

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Response from ServicePlus Home Warranty

March 5, 2020

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. We have implemented systems to allow 24/7 claim placement and vendor assignment to expedite service for the consumer.

KarenChester, VA

Customer ServiceClaims HandlingCoverageTechPunctuality & SpeedMaintenanceStaffHonesty & Transparency

Reviewed Jan. 31, 2020

I'd honestly like to give these individuals negative stars! The worst bunch of robots I've ever encountered! I purchased a premium policy from THP in August 2018. My refrigerator stopped cooling a few months after and I called in a claim. They refused to cover the repair saying that the refrigerator was older and may have to be repaired again and they were not obligated to get it repaired, "it's in your policy read it". I didn't see my policy until AFTER I purchased it. They offered me $350.00 to help buy a new refrigerator, I had no choice but to accept. A month later I received a check after purchasing a $1600.00 GE refrigerator.

Fast forward to today, 30 January 2020, my water heater, which also heats my home shut off 3 separate times and I called THP and filed a claim through their automated system. They sent someone out to diagnose the problem and of course it's not covered and the only thing they could do for me is to give me a $150 voucher that basically only be used with them! These people should be tarred and feathered and marched through the town square. I feel they are thieves and should be put out of business. DO NOT GET A POLICY FROM THESE PEOPLE! You would be better off standing on the street corner waiting for a maintenance man to drive by!

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Response from ServicePlus Home Warranty

March 5, 2020

StephenFlat Rock, NC

Customer ServiceClaims HandlingCoverageTechPunctuality & SpeedMaintenanceStaffTimeliness

Reviewed Jan. 29, 2020

Shortly after Christmas, my water heater went out, filed a claim, waited to hear from the assigned tech. I called twice, no response. Service. Called customer service, they said the assigned tech was too busy to fix my water heater. More than a week has pasted. Next tech, wanted to put in a tune up kit (NOT APPROVED). He replaced the elements. Said I'll come back to repair leak valve. (NO SHOW.) We had hot water for 2 day. Called the Repair Company. No response, filed another claim, called Total Home. After arguing with this rep. I get assigned another Repair Company. Today is DAY 31 without Hot Water..I have made some big mistakes in my life, purchasing this insurance from this company is right up towards the top of the list.

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Response from ServicePlus Home Warranty

March 4, 2020

The consumer placed a claim for a water heater on 12/30/2019. A vendor was assigned within 24hrs, the problem identified, and the repair approved by Total Home Protection. As the unit continued to be non-functional, we recalled the vendor and they installed new heating elements. The consumer notified Total Home Protection that the unit was still not adequately heating water and, in order to provide timely and appropriate service, we offered the consumer to go through reimbursement. Reimbursement is where the consumer would contact a local vendor to diagnose the failure. The vendor must contact Total Home Protection prior to any repairs being done, to advise of failure, parts & pricing. Once approved, Total Home Protection would send a reimbursement check upon receipt of the paid invoice. Please see policy section below:

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

E. In the event we authorize or request you to contact an independent service contractor to perform a covered service, we will provide reimbursement for an authorized amount of the cost you incur for the repair or replacement services. Acceptable proof of the repair and your actual itemized costs must be provided to and approved by us before any reimbursement will be paid. We are not responsible for expenses you incur without our express consent. We will not reimburse you for any costs associated with unauthorized repairs or work performed by unauthorized contractors.

The consumer decided to pursue reimbursement on 1/30/2020 and, at time of this response, we are awaiting an updated diagnosis to review the claim status. The vendor must contact Total Home Protection prior to any repairs being done, to advise of failure, parts & pricing. Once approved, Total Home Protection would send a reimbursement check upon receipt of the paid invoice.

If you have any questions, updates, or concerns regarding this claim or the reimbursement process, please contact us at 1-800-545-0402. All claims have been properly serviced in accordance with the Service Agreement - all contracts have inclusions as well as exclusions. We are committed to providing a positive customer experience and doing the right thing for all our customers, contractors, employees, and our company.

RonaldOcala, FL

Punctuality & SpeedRefunds & Payouts

Reviewed Jan. 27, 2020

THP not paying me the money that I paid up front for service. After having to fire service that THP provided, I was told to find someone that I liked and they would swiftly repay me for work completed. 90 days later still no money, $300. Buyer Beware! I'm sad.

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Response from ServicePlus Home Warranty

March 4, 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. We apologize for any inconvenience this may have caused.

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 the consumer would like to cancel as per the terms & conditions, please contact us at 1-800-545-0402.

DaveNaples, FL

Verified purchase

Customer ServiceCoverageTechStaff

Reviewed Jan. 27, 2020

All our appliances were checked and passed inspection by licensed home inspectors or replaced before retaining Total Home Protection's services. Initially contractors without proof of insurance attempted to do work but were turned away. Then services for AC with satisfactory results. Now the service recommendations of licensed AC service are being denied. Lost my tenant and worried about mold and mildew while Total Home Protection's staff dithers and dodges. 3 phone calls and two emails since last week are still un-returned. It appears that when the hurdles they put in the way of providing the service aren't sufficient they simply stop responding. In two words, we are DISAPPOINTED & DISSATISFIED!

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Response from ServicePlus Home Warranty

March 5, 2020

Thank you contacting us with the above referenced review. We at Total Home Protection treat each review with the utmost respect and use this feedback to better serve our valued customers.

In an effort to assist the consumer with this non-covered failure, we offered goodwill which the consumer rejected.

HarryFountain Hills, AZ

CoverageTechSales & MarketingMaintenanceStaff

Reviewed Jan. 27, 2020

I was a customer for a while when my refrigerator stopped cooling. The repairmen said they could fix it for around $1400 but Total Home said they would not pay that much for the repair due to the age of the unit. So I asked them to replace it. It was a GE Profile. They said they would not replace it either and offered me $250 to go buy a new one. After a long battle they sent me $300. Not good when their advertising says that they would repair or replace. They will not. Harry **.

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Response from ServicePlus Home Warranty

March 5, 2020

Thank you contacting us with the above referenced review. We at Total Home Protection treat each review with the utmost respect and use this feedback to better serve our valued consumers.

Total Home Protection properly addressed this complaint and cited the appropriate section of the policy, which was grounds for denial of coverage. In an effort to provide good consumer service, we offered an increased buy-out amount and added a free service charge fee to the policy which will be applied to a future placed claim.

We at Total Home Protection have an unwavering commitment to uphold our founding ideals to provide industry-leading home warranty products and exceptional services to the consumers we're privileged to serve. If you have any further questions, please contact us at 1-800-545-0402.

KarenCharleston, SC

Coverage

Reviewed Jan. 23, 2020

Even though they say they cover almost everything there is always an except line...and that makes it so almost nothing is really covered and most claims with be denied. I had a hose that broke on my refrigerator water dispenser...covered all components and parts except: racks, shelves, glass, lighting, handles; doors, door seals, hinges and gaskets, freon, disposal and recapture of freon, etc. etc. And when you really start looking at it almost nothing is covered on any of the appliances...definitely not what I was told when I purchased it!

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Response from ServicePlus Home Warranty

March 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. The policy terms are available 24/7 online at https://www.totalhomeprotection.com/terms and are available to all consumers. Upon completion of setting up a policy, a confirmation and copy of the policy are provided to the consumer. All consumers have a 30-day grace period to review the policy after purchase before coverage goes into effect. We note, in the policy, the grace period and for the consumer to review the policy carefully as there are inclusions and exclusions to coverage.

In an attempt to still provide good customer service, a good will amount was offered to the consumer on 1/23/20, which they accepted.

RAJRancho Cucamonga, CA

Customer ServiceCoverageTechPriceRefunds & PayoutsMaintenanceStaffTimelinessCoverage Limits

Reviewed Jan. 22, 2020

I bought 6 year warranty Gold package with Total Home Protection and whenever I called, Their signed contractor, come and they solve the problem what we tell them and they tell me always I need to do this. I need to do this, take $45.00 and check the issue and they tell me they need to get the approval from Total Home Protection and no answer up to week. When I called them, they said Total home not give the approval.

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

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

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Response from ServicePlus Home Warranty

March 5, 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. As per our policy, Total Home Protection covers mechanical failures of a normal wear and tear nature. Lack of proper routine maintenance is not covered. In an effort to still assist the consumer, a good-will amount was offered which the consumer accepted.

The consumer was notified of this denial and, in an effort to assist the consumer we offered $150.00 good will which the consumer accepted. The consumer was advised that it could take up to 30 business days for a check to be authorized and mailed. We have expedited the check and apologize for any inconvenience delays may have caused.

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 the consumer would like to check on the status of the check, please contact us at 1-800-545-0402.

AndresDallas, TX

Customer ServiceClaims HandlingCoverageTechStaff

Reviewed Jan. 22, 2020

I recently moved companies after being with American Home Shield for 6 years. I started my policy on November 25th and unfortunately had my first claim on Monday January 20th. My hot water heater's pilot would not remain lit so I submitted a claim. The technician was very personable and nice and indicated I'd be needing a new gas valve. The next morning I receive a call from my claims representative stating that this was deemed to be a pre-existing condition and I would not be covered since my policy only started 28 days prior. Keep in mind that I started my policy in November which is really 58 days prior but she insisted policy doesn't start until 30 days after AND THEN pre existing conditions aren't covered until 60 days after that.

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

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Response from ServicePlus Home Warranty

March 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. It was determined the failures were pre-existing to the policy, being multiple components failed within the short life span of the policy. This is not covered per the terms and conditions.

We are committed to providing a positive customer experience and doing the right thing for all our customers, contractors, employees, and our company; however, this claim does fall outside the scope of coverage.

TammyReedsburg, WI

Verified purchase

Customer ServiceSales & MarketingOnline & AppStaff

Reviewed Jan. 21, 2020

Cannot get through to anyone. No account number has been provided to me so I cannot do anything on the website either. I want to make a claim but that is impossible with the wonderful customer service that disconnects your phone call so you cannot speak to anyone. I emailed the sales rep twice in the last 2 weeks and he is not responding.

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Response from ServicePlus Home Warranty

March 5, 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.

Should the consumer still require assistance with locating their policy number, obtaining a copy of the policy, and placing claims, please contact Total Home Protection's customer care team at 1-800-545-0402. Claims can also be placed online at www.totalhomeprotection.com using your customer portal.

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 the consumer would like to cancel as per the terms & conditions, please contact us at 1-800-545-0402.

BarbaraJackson, TN

Customer ServiceContract & TermsCoverageTechSales & MarketingPricePunctuality & SpeedCoverage Limits

Reviewed Jan. 20, 2020

First claim I tried to make they said was preexisting. When I said I was canceling they said they would send me $350 toward the $550 it cost and waive the next 2 service fees. I am still waiting 3 months later for the $350 and the service fee didn't get waived. The next claim was my furnace. We were without heat for 3 days while they decided if they were going to cover. My father had just gotten out of hospital from pneumonia. They treated the service man terrible. He was the only one concerned. I have called about the check and they just keep saying the check has been issued it just needs to be mailed but can't tell me why it isn't. I am ready to cancel the whole thing. God only knows what that will cost me or how long it will take to get it back. I paid over $1000. As far as I am concerned this is a scam. Hope they are proud of taking advantage of 2 elderly people.

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Response from ServicePlus Home Warranty

March 5, 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. It was determined the failures were pre-existing to the policy, being multiple components failed within the short life span of the policy.

In an effort to still assist the consumer with this uncovered claim, a good-will amount was offered which the consumer accepted. Free service call fees were also offered. Upon reviewing the consumer’s account, it appears the free service call fees were not added to the account and applied to the next claim. As of this response, the 2 free service call fees have been added to the account. If the consumer would like to verify this information they can review their account by calling customer service at 1-800-545-0402.

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 the consumer would like to cancel as per the terms & conditions, please contact us at 1-800-545-0402.

GAryOrlando, FL

Customer ServiceClaims HandlingCoverageSales & MarketingPricePunctuality & SpeedStaffBillingRates

Reviewed Jan. 20, 2020

Almost a year ago I purchased 2 home warranties from Total Home Protection; 1 for my residence and the other for my aging mother's home. I had never filed a claim on my home until my refrigerator, and under the cabinet microwave went out simultaneously last week. I contacted Total Home Protection and they scheduled a "Rays Appliance" to come out and take a look at my units yesterday.

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

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

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

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

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

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

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

Capt. Gary

Airline Pilot

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Response from ServicePlus Home Warranty

March 5, 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. Per the policy the ice maker is not covered under the Refrigerator coverage; it is an additional coverage that would need to be purchased with the policy.

In an effort to assist the customer, Total Home Protection offered a good will amount to go towards the uncovered repair/replacement. The consumer denied the good will amount. It was then offered to add the coverage to his account at a prorated cost appropriate to the time left on the consumer’s term. The consumer denied this option.

The consumer's policy states that Total Home Protection has the right to offer a buy-out amount in lieu of repair or replacement. As per the policy, we offered the consumer a buy-out amount for the unit. This was denied. In an effort to further assist the consumer, the amount was increased and the consumer accepted. The consumer was advised to allow 30 business days (equaling 6 weeks) to allow the check to authorize and mail out. The consumer understood.

KellyColonial Heights, VA

Customer ServiceCoverageTechPricePunctuality & SpeedRefunds & PayoutsStaff

Reviewed Jan. 18, 2020

Published on 03/04/2020: What Total Home did not mention in their response to my review was that we cancelled our policy because one of their “managers” told me in February she could not tell me when we would receive the $400 we were promised in October ‘19 and there were people waiting longer than me. We lost money by signing up for this warranty. They deduct money per month from what you pay meaning we did not get a full refund of the over $900 we paid. They kept over $200 plus the $40 we paid for the initial inspection. We lost over $250 AND had to buy a new washer. Buyer beware.

Original review: If I could give 0 stars I would. My case was closed out mid October 2019, Jan 18, 2020 I am still waiting for a check of $400 to cover the cost. Is a $1200 washer that they determined they wouldn’t pay to have repaired. I had to buy a new washer 3 months ago....still NO check. I have been told it would be sent out in the “next batch” for 2 1/2 months now. Save your money and pay for your own repairs. Don’t count on this company to help. The customer service reps are robots. All reading from the same script.

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Response from ServicePlus Home Warranty

March 4, 2020

The consumer placed a claim for a clothes washer on 10/13/2019 stating that the unit was not agitating and/or spinning. A vendor reported that they did not recommend repair and instead replacement. As per the policy we offered the consumer $400.00 for the part & labor to buyout this unit, which was accepted.

PhilPhiladelphia, MS

Customer ServiceClaims HandlingTechRefunds & PayoutsMaintenanceStaffBilling

Reviewed Jan. 18, 2020

Filed a claim for a ceiling fan not working. After 48 hrs no one called. I called again and was told us they were backed up, and they told us to find a repairman to do the job. and they would reimburse us. Well it took 2 and a half months with no reply or a refund. We called them again, they said it takes 6 to 8 weeks to receive a reimbursement. We told them to cancel our contract which was up in a year anyway. They then advised us that we would not be receiving a payment for the claim filed in November last year. They told us to do. We got absolutely nothing from them. No repairman, no helpful follower ups, no reimbursement, no satisfaction at all. Did not honor the contract.

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Response from ServicePlus Home Warranty

March 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.

The consumer placed a claim for the exhaust fan on 10/31/2019. Unable to get a vendor with availability we offered the consumer to go through reimbursement. Reimbursement is where the consumer would contact a local vendor to diagnose the failure. The vendor must contact Total Home Protection prior to any repairs being done, to advise of failure, parts & pricing. Once approved, Total Home Protection would send a reimbursement check upon receipt of the paid invoice. The consumer declined reimbursement.

In an effort to assist the consumer, a good will amount was offered to cover the cost of a new unit which the consumer accepted. The consumer was advised to allow 30 business days (which equals 6 weeks) for the check to authorize and mail. The consumer decided to cancel the account before the check was authorized and mailed. The consumer was informed that cancellation of the account would void any pending checks and understood this upon cancellation.

KIMWheeling, WV

Claims HandlingTechPunctuality & SpeedRefunds & PayoutsMaintenanceStaff

Reviewed Jan. 15, 2020

Our furnace quit working so we submitted a claim in early November. THP couldn't find a technician to come to the house, so they offered me the option of finding one on my own and getting reimbursed (provided the repair was approved). I found a tech, got the approval and the repair was made. The reimbursement however still has not been made. What was supposed to be a straight reimbursement (made within 30 days) turned into a "goodwill" reimbursement that would take 6-8 weeks to pay. I have yet to receive my reimbursement and am now being told that since my account is no longer in good standing I won't receive my check until the account is brought up-to-date. Mind you, my account came out of good standing long after I should have received my reimbursement check. Why would I continue to do business with a company that basically made me do the job they were supposed to do AND pay for at the same time?

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Response from ServicePlus Home Warranty

March 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.

The consumer agreed to go through reimbursement. The consumer’s vendor was authorized for the repairs and on 11/12/2019 reimbursement was approved. The consumer was advised to allow 30 business days (which equals 6 weeks) for the check to be authorized and mailed.

Due to an internal system issue, there was a delay in the check being sent. During that time, the consumer’s account went into a past-due status which further delayed the check. The account has since returned to an active status.

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 to be used for a future claim. We apologize for any inconvenience this may have caused.

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 the consumer would like to cancel as per the terms & conditions, please contact us at 1-800-545-0402.

M.Enterprise, AL

Customer ServiceContract & TermsCoverageTechPriceRefunds & PayoutsMaintenanceStaff

Reviewed Jan. 14, 2020

If you are looking for a home protection plan look elsewhere. I have tried to use this company for my Air/Heat issues and they would not do a thing. I wound up having to put a new $5000 system in with no help from them. I also had a garbage disposal issue. When I filed the claim they eventually contacted me and stated that they could not get any plumbers in my area to take the call. My option was for me to find a plumber, have them look at the issue and have the plumber call them (THP), I would need to pay the plumber and they would reimburse me for what they thought it should be. I couldn't even get a plumber to do that when I mentioned Total Home.

Eventually I just replaced the disposal myself, it had a cracked case no way to be repaired, and I asked just for the $123 for the disposal and they refused to pay since I replaced it myself and didn't follow their policy. A plumber would have cost me $60 for the visit and whatever they would have charged Total Home, which I have no doubt would have been more than $123. Just reimbursing me for the disposal would have saved them money. But it's not even the money for the disposal that they refused to pay, it's the principal. This company promises great things but when you need them they won't come through. They say they won't be able to cover anything...well guess what? I won't be able to renew with you when my contract expires! I had American Home Shield a while back, they were a pain in the butt too but at least they did pay for things, guess I may be going back to them. Thanks for nothing Total Home!

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Response from ServicePlus Home Warranty

March 4, 2020

The consumer placed a claim for a garbage disposal on 8/10/2019. Unable to get a vendor with availability we offered the consumer to go through reimbursement. Reimbursement is where the consumer would contact a local vendor to diagnose the failure. The vendor must contact Total Home Protection prior to any repairs being done, to advise of failure, parts & pricing. Once approved, Total Home Protection would send a reimbursement check upon receipt of the paid invoice.

The consumer paid for repair/replacement without following the described reimbursement process.

NRichmond, TX

Customer ServiceTechPriceMaintenanceStaffValue

Reviewed Jan. 13, 2020

In September 2019 I had few issues in home. My 2 water heater and dishwasher stopped working. Called Total Home Protection. They sent 2 different repair people. (after 1+week) Both of them said they just come and collect fees from owners (which I paid $45 each), and do not like to work with Total Home Protection. Those contractor's estimate was not approved by Total Home. Again they wanted to sent new contractor. But they didn't turn up for more 1+ week. After calling them for so many times, they told me to manage myself and they can reinvest me the amount.

After sending them invoices of what I paid, after calling so many times, they wanted to give half of the amount of invoice. I can not tell enough, how many hours I wasted calling them. They pass calls to every employee there and take you for a ride. After long arguments, they agree to pay me what we agreed. Which check came after 2 months...but here's the other problem. What we agreed to, was not the amount. They did not pay me $80. I am calling them and they put me on hold. Employees tell me they will get back to me, but since last 2+ weeks no calls. Three thumbs down for the company. While signing up the contract they tell you all, but time and energy I wasted is uncountable. I do not trust them or any of their words. Not worth it.

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JazminNew Waverly, TX

Customer ServiceCoverageTechPriceStaff

Reviewed Jan. 11, 2020

All I can say is I placed my first claim and it was denied. They are saying it's a pre existing problem which it's not so basically they are calling me a liar. It amazes me how they can assume/believe what they are told just by talking to a technician no matter if they have 2 months experience or 2 years. It doesn't matter. They will try and get out of claims that are expensive to repair by simply saying two things 1.) It's a pre existing problem or 2.) It's not normal wear and tear. So do yourself a favor. Put what you would be paying them a month and put it into a savings account for when you need it.. At least this way you will know for sure you will be covered and you don't have to play their game.

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Response from ServicePlus Home Warranty

March 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. It was determined the failures were pre-existing to the policy, being major components failed within the short life span of the policy.

In an effort to assist the consumer, we offered the consumer pursue a second opinion per the policy. This second opinion confirmed the initial diagnosis.

GeraldHamilton, OH

Customer ServiceCoverageTech

Reviewed Jan. 10, 2020

When the salesman, over the phone, sold me this policy or contract. HE DIDN’T explain there would be stipulation to something on a claim that would not be covered. I couldn’t read the contract or the fine print about what was a reason for the claim to be denied. If I had the chance to read the contract before I purchased, I would have never bought this plan, the salesman made it sound like everything was covered no matter what the problem was. I will certainly get the word out, to read the contract information before entering any contract with this company or any other company.

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Response from ServicePlus Home Warranty

March 4, 2020

We apologize for any negative experience you may have had. Total Home Protection’s policy terms are available 24/7 online at https://www.totalhomeprotection.com/terms for all consumers to view. The consumer purchased two separate policies on 11/13/2018 and 11/15/2019 with Total Home Protection. For each, a confirmation and copy of the policy was emailed to the consumer following the purchase. The consumer is able to view the purchased policy on-line or request a copy be emailed by speaking with our customer service team.

All claims have been properly serviced in accordance with the Service Agreement. We are committed to providing a positive customer experience and doing the right thing for all our customers, contractors, employees, and our company.

DianneCarmel, IN

Customer ServiceClaims HandlingPunctuality & SpeedRefunds & Payouts

Reviewed Jan. 10, 2020

It takes forever to get reimbursed on a claim. I am at month 3 of filing a claim and when I called again today I received the same answer. "It's going out with the next batch." I also have to call to ensure I get the claim numerous times. I'm not sure why they don't have a time frame on getting claims out. Nor am I sure why they can't tell me when they mail out checks. You would think a company would have a standard day they mailed checks. Not "the next batch". I should note this is not the first time this has happened with this company. It also happened on my 2 prior claims.

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Response from ServicePlus Home Warranty

March 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.

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 5-7 days.

We apologize for any inconvenience this may have caused.

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 the consumer would like to cancel as per the terms & conditions, please contact us at 1-800-545-0402.

FrancisJoppa, MD

Verified purchase

CoveragePricePunctuality & SpeedMaintenanceBilling

Reviewed Jan. 9, 2020

Great regret in signing on with this company. It is a total waste of money and this company covers NOTHING. I had a legitimate HVAC issue last summer and I was told I’d receive less than 50% of the total cost of the repair. I never received this payment. I was told I’d see it within 30-60 days, 7 months later I’m still waiting. Completely worthless warranty.

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Response from ServicePlus Home Warranty

March 4, 2020

Please be advised that we have no record in our system for this consumer being one of our customers. We have tried to locate a policy by name, address, phone number, and email address and nothing is coming up in our system. This review may be intended for Total Protect and not Total Home Protection. We are not affiliated with Total Protect/Cross Country/HMS in any way.

Earl & DonnaRichmond, MO

Customer ServiceCoverageRefunds & PayoutsMaintenance

Reviewed Jan. 2, 2020

I trusted this site for good company for warranty. Total Home Protection is a joke. Don't cover my water heater. Really leaked everywhere so not working. She said it's not covered. Ok why does it say I'm paying for 2 water heaters first time and no coverage. Do not use this fake warranty company. Water heater really is main appliances for having hot water. Refund me all my money back. Replace water heater. Hello poor customer service. Shame on you.

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Response from ServicePlus Home Warranty

March 4, 2020

The consumer placed a claim for the water heater on 12/31/2019 stating that the unit was leaking water. During the initial claim questionnaire, the consumer verified that the last time the unit was working properly was 12/28/2019. The vendor reported that the unit was leaking from the top of the water tank. Coverage went into effect on 11/22/2019 and it was determined that the failures were pre-existing to the policy, being multiple components failed within the short life span of the policy.

As per the terms of service:
· This Agreement does not cover any known or unknown pre-existing conditions.
· Coverage applies to the systems and components mentioned as “covered” in accordance with the terms and

conditions of this Agreement so long as such systems and components are in place and in proper working order on the effective date of this Agreement

The consumer was notified of this claim decision and denied further discussion or assistance on this claim. We are committed to providing a positive customer experience and doing the right thing for all our customers, contractors, employees, and our company; however, this claim does fall outside the scope of coverage.

GabrielAlbuquerque, NM

Verified purchase

Customer Service

Reviewed Dec. 31, 2019

I signed up for this 5 days ago and I am still waiting for the contract to be emailed to me. I have reached out twice with no success. You tell me to look at junk mail nothing there. You do have my right email as you emailed me, Thanking me for coming on board.

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AshleyShawnee, KS

Customer ServiceClaims HandlingSales & MarketingPriceRefunds & Payouts

Reviewed Dec. 31, 2019

We submitted a claim for our dishwasher that was leaking, they did get someone out within a week to look at it. The worker told them the problem, took them a week to approve the parts to be ordered, almost 3 weeks later they said that it is now deemed unfixable because if they replace the part it MIGHT leak again later on!! They say with depreciation they will pay $130 to get a new dishwasher! We just bought this house a little over a year ago, the dishwasher was in the house already but unused due to the owner before us not living in the house for a year or so. It is a KitchenAid brand that is if you look up the comparable model (since it was manufactured in 2015 it is now discontinued) that model is worth $1099 msrp. They tried to tell us it was made in 2005 so that was why they will only pay out $130.

I looked up depreciation value and it is supposed to be 12.5% per year of the age to the cost to buy right now, so that would pretty much be 50% of retail value, so they are telling us it would only cost $260 to buy a KitchenAid dishwasher brand new?! I don’t think so... Also had our water heater go out due to it leaking into the bottom of the water heater so the pilot light will not stay lit, so they did get someone out within 2 days, but then the guy tells us if it is under manufacture warranty it will cost $760 to file the factory warranty claim to replace the water heater and if it is not under factory warranty it will cost $625. Later they call back stating that the water heater is from 2005 (which it is NOT! Manufactured in 2015). So since there is no factory warranty the claim was denied!!! We contacted the ACTUAL water heater company and they told us it was manufactured in March 2015 and it is still under factory warranty.

The water heater company also said they were trying to rip us off with the amount that they had originally given us!! So now we have no hot water plus no dishwasher, a useless home warranty!! We had tried 2 other times for a backed up drain, leaking water spigot... guess what... all denied! The whole point of a home warranty is because you do not have the money when stuff like this happens. Useless company bunch of scam artist, go with American Home Shield and pay the little bit more initially to get a better company!

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Response from ServicePlus Home Warranty

Dec. 31, 2019

To Whom It May Concern:

Thank you contacting us with the above referenced review. We at Total Home Protection treat each review with the utmost respect and use this feedback to better serve our valued customers. Understandably there are two sides to every story and always look for a fair resolution between all parties.

The consumer placed a claim on 10/7/2019 for a plumbing stoppage stating that the drain line backs up when the HVAC system is in use. Per our policy, this type of failure is excluded from coverage. Please see the referenced section of the policy below:

V. COVERAGE

A.Air Conditioning System

Note: Coverage available on Air Conditioning units up to a 5-ton capacity, and for residential use only.

COVERED: Mechanical parts and components of two (2) ducted electric central air conditioning systems. All components and parts for units below 13 SEER and/or R-22 equipment, and when we are unable to facilitate repair and/or replacement of failed covered equipment at the current SEER rating or with R-22 equipment, repair and/or replacement will be performed with 13 SEER/R410A equipment and/or 7.7 HSPF or higher compliant, except:

NOT COVERED: Filters; filter driers; condenser casings; registers and grills; water towers; humidifiers; chillers; electronic air cleaners; window units; non-ducted wall units; mini-split wall units; gas air conditioning systems; water evaporative coolers; swamp coolers; condensate pumps; thermal expansion valves; all exterior condensing, cooling and pump pads; disconnect boxes; roof mounts, jacks, stands or supports; cost for crane rentals; electronic, computerized, and manual systems management and zone controllers; commercial grade equipment; refrigerant conversion; leak detections; water leaks; drain line stoppages or drain pans; failures due to open windings, line restrictions, filter driers; maintenance; rusted and/or corroded coils; component short to ground; noise without a related mechanical failure; improperly sized units; air conditioning with mismatched condensing unit and evaporative coil per manufacturer specifications; improper use of metering devices (i.e. thermal expansion valves). We are not responsible for the costs associated with matching dimensions, brand or color made. We will not pay for any modifications or upgrades necessitated by the repair of existing equipment or the installation of new equipment. We will pay up to $10 per pound per occurrence for refrigerant. You are responsible for payment of any costs in excess of $10 per pound.

In an effort to provide good customer service, we offered $50.00 goodwill towards this non-covered failure which was accepted.

The consumer then placed a claim on 12/5/2019 for the dishwasher stating that the unit was leaking water. The vendor reported the issue was the leak was coming from a worn out sump pump. Based on the type of failure as well as the age of the unit, it was determined that in order to provide a long term solution to future potential issues with the unit, the best course of action is to provide the consumer with funds to put towards the purchase of a new unit, which was accepted.

VII. GENERAL LIMITATIONS OF LIABILITY

V. We reserve the right to offer cash back in lieu of repair or replacement in the amount of our actual cost, which at times may be less than retail, to repair or replace any covered system, component or appliance. In the event a covered system or appliance is deemed irreparable or it is not cost effective to repair, we may replace the system or appliance with a system or appliance of like capacity, the price of which shall not exceed the depreciated value of the system or appliance being replaced. THP is not responsible for installation. The cash settlement shall be in an amount not to exceed the depreciated value of the component, system, or appliance being replaced. In the event you elect to use the cash back funds to repair rather than replace your system or appliance, said system or appliance will no longer be covered by THP.

The consumer then placed a claim on 12/28/2019 for the water heater stating the unit was not turning on. The vendor reported the failure was the pipe above the tank leaked water unto the base of the tank, causing the secondary damage to the heating elements. Per our policy, damages caused by water are excluded from coverage. Please see the referenced section of the policy below:

VII. GENERAL LIMITATIONS OF LIABILITY

D. This Agreement covers only repairs and/or replacements due to mechanical failure attributable to ordinary wear and tear. Accordingly, the Agreement does not cover failures which may result from other causes, such as without limitation abuse; misuse and/or neglect; lack of maintenance; rust and/or corrosion; noise without a related mechanical failure; chemical or sedimentary build up; failures due to calcium build-up; lightning strikes; missing parts; animal, pet and/or pest damage; power failure; power surge; fire; casualty; water damage; acts of God; structural and/or property damage; flood; smoke; earthquake; freeze damage; accidents; war; acts of terrorism; nuclear explosion, reaction, radiation or radioactive contamination; insurrection; riots; vandalism; or intentional destruction of property. This Agreement does not cover mechanical failures resulting directly or indirectly from or caused by mold, mildew, mycotoxins, fungus, bacteria, virus, condensation, and/or wet or dry rot regardless of the source, origin, or location and any other cause or event contributing concurrently or in any sequence to the mechanical failure. We are not responsible for drywall or rough finish repairs on not covered claims.

Sincerely,

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

www.totalhomeprotection.com

SarahSpring Hill, FL

Customer ServiceCoverageTechPriceRefunds & Payouts

Reviewed Dec. 24, 2019

We have used this service once and that is enough for us. We found out fast that the service is not good. They sent out a service man that told us we needed over $500.00 worth of work done. It was only suppose to cost $45.00. Good thing my husband knew that what the man was wanting to do did not need to be done but he still charged $65.00 over the amount that we were suppose to pay. I called the company and finally talked to a manager and he said they would send us the total amount of $110.00 back to us.

It has been 3 months and we have not received the check yet. I again called and was told that they changed banks etc. but it would be sent out within the week and offered to give us another $80.00 added to the $110.00. Still haven't got the check?? We told them we just wanted to cancel the service and told us we would only get less than half of our money back if we did. If you decide to get this service which I advise you not to make sure you read the fine details as there are lots of things they do not cover.

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Response from ServicePlus Home Warranty

Dec. 26, 2019

To Whom It May Concern:

The consumer placed a claim for the air conditioner on 9/6/2019 stating the unit was not cooling properly. The vendor reported the failure was the copper line was leaking Freon from an improper brazing. The line had been heated up too much causing a weak spot where the leak was occurring. Per our policy, failures due to an improper previous repair are excluded from coverage. Please see the referenced section of the policy below:

VII. GENERAL LIMITATIONS OF LIABILITY

R. This Agreement does not cover any mechanical failure when the covered item or system has been repaired, modified, disabled or adjusted in any way which prevents us or our independent Service Contractor(s) from inspecting, diagnosing and/or repairing the mechanical failure. This Agreement does not cover 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.

In an effort to provide good customer service, we offered to overturn the claim and as a goodwill gesture and reimburse the consumer. Due to an internal issue outside of our control, consumer as well as vendor checks were severely delayed. The consumer’s check was mailed out 12/23/2019 and should be arriving at the mailing address on file shortly.

Sincerely,

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

www.totalhomeprotection.com

DonnaTucson, AZ

Verified purchase

Reviewed Dec. 23, 2019

I heard about several different companies and Total Home Protection offered me the best rate for the services that they were offering. They gave me all kinds of discounts that I was gonna get with my house. I was totally happy with the signing up process. I tried to recommend my son’s grand mother-in-law into it. I have spoken to my son about it too, because they’ve had a number of issues at their house. Washers, AC, garage door, they all went out. I said Total Home Protection would be perfect for them. The guy I spoke with did really good. He was very nice and I liked him. He went out of his way to make things nice.

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Response from ServicePlus Home Warranty

Dec. 26, 2019

RobertNorth Las Vegas, NV

Customer Service

Reviewed Dec. 22, 2019

Lost heat on 12/03/19 because circuit breaker was tripping. Called Total Home Protection who sent a technician to inspect A/C unit and service panel. Technician installed 60 amp breaker in service panel. Problem fixed but Had no heat for two days. Lost heat again on 12/15/19. Same problem again with breaker tripping. So, I called a qualified Air conditioning company on 12/16/19 to perform a comprehensive inspection. No problems noted. Called Total Home Protection on 12/17/19 to fix same problem identified on 12/03/19. Technician inspected A/C unit and noticed low R-22 Freon and recommended a new compressor. The contract service company has not provided the detailed documentation required to Total Home Protection so that has delayed the work order process.

Today is 12/21/19 which is 7 days without house heat with night temperatures in the low to high 30's. We are senior citizens in our 80's. To have this level of negligent service with no compassion for elder people in times of distress is a warning to other seniors. No heat for a week, no progress or follow-up telephone calls. And they do not work weekends. I am not happy with the qualified professional hired by the service contract company and dissatisfied with the level of customer oriented skills of the warranty company. I will hire an independent A/C technician to have my A/C unit working on 12/23 and pay out of pocket costs. My wife is 85 years old and I can not wait another week without heat. By the way, Christmas is next week.

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Response from ServicePlus Home Warranty

Dec. 24, 2019

To Whom It May Concern:

The consumer placed a claim for the air conditioning unit on 12/3/2019 stating the unit was not turning on. The vendor reported the failure was the thermostat was not working as well as the breaker in the main panel failed and needed to be replaced. This claim was approved and the vendor was given authorization to complete the repair.

On 12/17/2019, the consumer called in and advised the issue was again occurring. The vendor was recalled to the claim and instructed to go back and re-diagnose the issue. The vendor then reported the failure was the compressor is overheating and tripping out on thermal overload. The vendor also reported there was a hard start kit already replaced on the compressor which stopped working causing the compressor to fail. We requested additional information from the vendor which we are still waiting to receive. The consumer stated they did not wish to wait any longer and would be getting a vendor on their own. The reimbursement process was then explained to the consumer and was advised to have his tech call in with the diagnosis. We have not yet received this information.

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

www.totalhomeprotection.com

WaynePrescott, AZ

Verified purchase

Reviewed Dec. 22, 2019

I've only had Total Home Protection for a couple months. The representatives I've dealt with have been fine. I’ve been very, very satisfied. I highly recommend them. As a matter of fact, I recommended them already to my daughter. Our house is fairly new, but it was an investment well made.

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Response from ServicePlus Home Warranty

Dec. 24, 2019

LelandCarb Orchard, KY

Verified purchase

Reviewed Dec. 21, 2019

When I try to contact Total Home warranty my contract number is not recognized. When I try to contact a live person which their advertisement says they are available 24/7 I get a recording. So far the home warranty I purchased has been worthless to me.

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Response from ServicePlus Home Warranty

Dec. 24, 2019

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 apologize for the misinformation provided to you regarding your policy. If you are still in need of service, please contact Customer Service during normal business hours at 1-800-545-0402.

ChristianBarnegat, NJ

Verified purchase

Customer ServiceCoverage

Reviewed Dec. 20, 2019

Andrew ** contacted me about my home warranty quote I applied for online. I was unable to take his first call and he was very professional about contacting me at a later time. The second time I spoke with Andrew he was able to provide me with all the information I needed, allowed me to ask questions, and was able to answer them. I'm thankful that Andrew was able to look for the promotions that applied to me and helped me get my home covered at a reasonable rate.

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Response from ServicePlus Home Warranty

Dec. 24, 2019

TimLittleton, CO

Customer ServiceClaims HandlingCoverageSales & MarketingPrice

Reviewed Dec. 20, 2019

This is the worst home warranty company I have EVER come across. I got caught up in the aspect of the cheap price and cheapest service price. Then when you have to go ahead and actually use this company they will deny your claim. I have now been without hot water for over a week now, and they are the slowest at responding. I have a 20 month old baby and they even said, "That is not our problem," on the call. They tell you that items are not covered in their policy even when it says everything is covered up to a certain price. You would think they would at least cover something, but that is not the case. This is a scam of a home warranty company and I will be cancelling my policy ASAP and will be going with either American Home Shield or Fidelity Home Warranty. Both of these companies provide outstanding coverage and are super responsive.

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Response from ServicePlus Home Warranty

Dec. 26, 2019

To Whom It May Concern:

The consumer placed a claim for the water heater on 12/16/2019 stating the tank was leaking. The vendor reported that the leak was occurring from the tank itself. It was also advised that the tank is under manufacturer’s warranty and the expansion tank would need to be brought to code. Per our policy, failures with the tank itself are excluded from coverage. Also we do not cover appliances/units that are still under manufacturer’s warranty or code upgrades. Please see the referenced sections of the policy below:

V. COVERAGE

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.

VII. GENERAL LIMITATIONS OF LIABILITY

F. This Agreement does not cover upgrading or making modifications to items due to, but not limited to, the following reasons: capacity (over or undersized); dimensional or design change; conditions of insufficient or excessive water pressure; conditions of inadequate wiring capacity; circuit overload; power failure and/or surge; failure to meet building code(s); zoning requirements; utility regulations; or failure to comply with local, state or federal laws or regulations.

Q. This Agreement does not cover repairs or replacements of any item covered by other insurance, warranties or guarantees, including but not limited to, manufacturer’s, contractor’s, builder’s, distributor’s, or home warranty. Our Coverage is secondary to such insurance, warranties, or guarantees.

In an effort to provide good customer service, we can assist with $100.00 goodwill towards this non-covered claim.

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

www.totalhomeprotection.com

DavidSpringfield, MA

Customer ServiceClaims HandlingPrice

Reviewed Dec. 20, 2019

Updated on 01/08/2020: I am writing this 2nd review because I have had to call Total Home Protection again for a 3rd time regarding a payment. This claim was approved in August 2019. I am writing this having just been promised for the 3rd time my check will be processed in the next check run. The problem is it is now January 2020. Not sure what planet this constitutes good service on but clearly not on the one I live on. Also it does not matter if you ask for a supervisor either since I spoke to her in December and she promised me both of my claims would be expedited and paid on the next check run in December. It does not seem that your actions hold up to your marketing claims. Talk is cheap. Service is terrible!!!!

Original review: Total Home Protection has dragged their feet on claims from August and September 2019. It is now almost Christmas. I have had to call them twice and still have not received the checks for 2 approved claims. This is very poor service and is unacceptable.

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Response from ServicePlus Home Warranty

Dec. 23, 2019

To Whom It May Concern:

The consumer placed a claim for the clothes washer stating that the unit was not advancing through cycles. Because the vendor assigned did not have a close enough availability to the consumer’s liking, we offered the consumer to go through reimbursement. Reimbursement is where the consumer contacts a local vendor to diagnose the unit and, once approved, we would send a reimbursement check upon receipt of the paid invoice. The consumer accepted and had a vendor come diagnose the unit who reported the failure was the suspension rods failed and needed to be replaced. The claim was approved and the consumer was advised of the next steps.

The consumer then placed a plumbing claim stating the roof was leaking causing mold in the basement. When a case manager reached out to advise mold is not covered per the policy, the consumer then advised the roof is not leaking but the air conditioner is condensing. An air conditioner condensing does not constitute a mechanical failure and is excluded from coverage. Please see the referenced sections of the policy below:

I.BASIS FOR COVERAGE

During the term of this Agreement, we agree to pay the covered costs to repair or replace the items listed as covered on your Agreement Coverage Summary if any such items become inoperable due to mechanical failure caused by normal wear and tear. Determination of Coverage including the operational condition as of the Agreement effective date for any claim will be made solely by us, considering but not limited to, our independent contractor’s diagnosis, hereinafter referred to as the “Service Contractor”. This Agreement does not cover any known or unknown pre-existing conditions. It is understood that WE ARE NOT A SERVICE CONTRACTOR and is not itself undertaking to repair or replace any such systems or components. This Agreement covers single-family homes, new construction homes, condominiums, townhomes, and mobile homes under 5,000 square feet, unless an alternative dwelling type (i.e. above 5,000 square feet or multi-unit home) is applied, and appropriate fees are paid. This Agreement will not cover systems or appliances within (a) commercial properties; (b) residential properties used for business purposes, including, but not limited to, dwellings used for rest homes, day care centers, schools and/or professional offices; (c) common areas of condominiums, multi-family houses and/or cooperatives; (d) vacant properties, and; (e) foreclosed/short sold properties. Coverage applies to the systems and components mentioned as “covered” in accordance with the terms and conditions of this Agreement so long as such systems and components:

A. Become inoperable due to normal wear and tear; and
B. Are in place and in proper working order on the effective date of this Agreement; and

C. Are located inside the confines of the main foundation of the home or attached or detached garage, with the exception of the air conditioner, exterior pool/spa, septic system, and well pump.

VII. GENERAL LIMITATIONS OF LIABILITY

In an effort to provide good customer service, we offered the consumer $150.00 goodwill towards this non-covered claim which was accepted. Due to an internal issue outside of our control, consumer as well as vendor checks were severely delayed. The consumer’s checks are scheduled to be printed with the upcoming batch. For the inconvenience a free service charge fee has been applied to the consumer’s policy which will be applied to a future placed claim.

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

www.totalhomeprotection.com

WalterFayetteville, GA

Verified purchase

Customer Service

Reviewed Dec. 19, 2019

Total Home Protection was just in the circular. I called them up and signed up. It was very easy. The customer service that they provided was very good.

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Response from ServicePlus Home Warranty

Dec. 23, 2019

ConnieElizabethon, TN

Verified purchase

Customer ServiceSales & Marketing

Reviewed Dec. 18, 2019

I am disabled and it's really hard for me to find somebody to repair things. I figured, getting a warranty was the cheapest way to go. I signed up with Total Home for their price and customer service. Their sales reps were very nice and informed and they knew what they were doing. Then I needed the warranty to cover the pipes underground that take the water from the meter to the house. But they didn't offer that. I only paid them for a month and then I cancelled. Also, when I called to cancel, I got transferred five times. I was told I was in the wrong place or they couldn't do it. Finally, I got mad and the last lady I talked to took care of it. If they had offered the service, I would've stayed. The company that I’m with now offered everything that I needed.

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Response from ServicePlus Home Warranty

Dec. 23, 2019

To Whom It May Concern:

The consumer called in to inquire about placing a claim for the piping located underground beneath her home. The consumer was advised that per our policy this type of piping and any failures with it are excluded from coverage. Please see the referenced section of the policy below:

V. COVERAGE

F. Plumbing System and Stoppage

Note: Mainline stoppages are only covered if there is an accessible ground level clean out.

COVERED: Leaks and breaks of water, drain, gas, waste or vent lines, except if caused by freezing or roots; toilet tanks, bowls and mechanisms within the toilet tank (replaced with builder’s grade as necessary); toilet wax ring seals; built-in bathtub whirlpool motor and pump assemblies; stoppages and/or clogs in drain and sewer lines up to 100 feet from access point. Repair and finish of any walls or ceilings where it is necessary to break through to effect repair is only covered to the following extent: repair of walls or ceilings to rough finish up to $500 per claim. Rough finish is defined to include hanging of drywall, patching of drywall, stucco, and lath. Repair to rough finish does not include supplies or labor for paint, sanding, wall texture, wallpaper and/or tile work.

NOT COVERED: All plumbing in or under the ground, foundation or slab; all piping and plumbing outside of the perimeter of the foundation; any piping or plumbing in a detached structure; stoppage of concrete encased lines; any fees for locating, accessing or installing cleanouts; removal of water closets/toilets in order to clear stoppages, any fees for photo/video equipment, hydro-jetting equipment; jet or steam clearing; chemicals; stoppages caused by root invasion; stoppages caused by foreign objects, such as but not limited to, sanitary wipes, toys, bottle caps, etc.; bath tubs; toilet lids and seats; sinks; cracked porcelain; basket and strainers; pop-up assemblies; tub waste overflow; glass; bidets; electronic toilets/bidets; caulking or grout; color or purity of the water in the system; concrete encased plumbing; conditions of insufficient or excessive water pressure; conditions of water flow restriction due to scale, rust, sediment, and other deposits; failures due to calcium build-up; hose bibs; faucets and fixtures; faucet and fixtures cartridges; valves for shower, tub, and diverter angle stops, rinses and gate valves; water softeners; freeze damage; holding and pressure tanks; jet pumps; laundry tubs; lawn sprinkler systems; saunas and/or steam systems; polybutylene or quest piping; galvanized drain lines; drum traps; flange; repair and finish of any floors where it is necessary to break through to effect repairs; septic tanks and systems in or outside of the home; sewage ejector pumps; sewer and water laterals; shower enclosures and base pans. We will pay no more than $500 per contract term for access, diagnosis, repair and/or replacement.

The consumer’s policy is currently in a past due status. If the consumer would like to cancel the policy, they can contact by calling (800) 545-0402 and request to speak with a Resolutions manager.

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

www.totalhomeprotection.com

FernandoTamarac, FL

Customer ServiceClaims HandlingCoverage

Reviewed Dec. 17, 2019

Updated on 01/11/2020: I have been waiting for a re-reimbursement check for a claim file the first week of October 2019 and here I am in January 202 and still no check... Only empty promises and lies. Do not sign up with this fraudulent company...

Original Review: I filed a claim on my refrigerator in early October 2019 and I was told they would only cover $250 towards the replacement. I'm still waiting for a check two months later. I get nothing but lies and excuses every time I call. I just got off the phone with a manager and she promised that it will go out on the 27 Dec 2019. I'll see if that is a lie as well. Do not sign up with this company... they promise a lot and deliver very little.

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Response from ServicePlus Home Warranty

Dec. 19, 2019

To Whom It May Concern:

The consumer placed a claim for the refrigerator on 9/30/2019 stating the unit was not cooling properly. The vendor reported the failure was the control module and the damper motor failed and needed to be replaced. Based on the age of the unit and the multiple component failure, it was determined in order to provide a long term solution to future potential issues with the unit, the best course of action is to provide the consumer with funds to use towards the purchase of a new unit which the consumer accepted. Please see the referenced section of the policy below:

VII. GENERAL LIMITATIONS OF LIABILITY

Due to an internal issue outside of our control, consumer as well as vendor checks were severely delayed. The consumer’s check is scheduled to be printed and mailed with the next batch. For the inconvenience, a free service charge fee has been added to the consumer’s policy which will be applied to a future placed claim.

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

www.totalhomeprotection.com

WendyRaleigh, NC

TechPrice

Reviewed Dec. 17, 2019

Updated on 12/20/2019: Heater still not fixed for the 4th time in the last 30 days. A contractor recall was done on 12/17 and the contractor went in to fix it again on 12/18. It just stopped working again on 12/20 at about 3pm ET. Out of heater and it is 44 degree outside. What should I do? Any suggestion? The contractor from Home Protection Plan is nice but the issue is just not fixed. Not sure whose fault this is?

Original Review: I bought the plan to avoid unexpected repair cost. My heater has been broken since Nov 21 and it is still not fixed. In the meantime, the weather has been in the 50 and 60 degree. The contractor has been out to fix the issue for at least 4 times and there continue to have various issue. I was also told that if this pass 30 days since it first reported, I will need to pay another $45 in order to continue the service. Does this sound right to you since it has never worked more than 2 days since the issue was reported. So frustrated and don't know what to do with the plan that I bought.

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B.Frankfort, IL

Claims HandlingTechPrice

Reviewed Dec. 15, 2019

Don't be fooled and believe for one minute the "customer reviews" written about Total Home Protection. Both times that we have attempted to make a claim on an appliance in our home, our claim and requests were met with argument, failure to follow through on repairs, and failure to honor any type of 'paying for your appliance and repair' as promised when you purchase the warranty. The contract is full of loopholes... in tiny print.

The second time we attempted to make a claim, this past September, we were jacked around and did not have anyone come for weeks. Then the repairman came three times, but DID NOT FIX THE OVEN. It was one day before Thanksgiving, and I still had no oven that worked. THIS ALL BEGAN AT THE END OF SEPTEMBER. Remember. When I finally hired my own appliance repair person, I learned that the problem was something entirely different than the Total Home Protection appliance repairman had concluded.

Finally, after my personally hired repairman (at my cost, AFTER PAYING THE TOTAL HOME PROTECTION REPAIRMAN HIS $45 AS AGREED BY CONTRACT ONLY TO HAVE THE OVEN STILL NOT WORKING) gave me a quote to replace the broken part, Total Home Protection refused to pay. Instead they offered less than one third of the repair cost - which they said I could "...put toward a new range." Total Home Protection is a fraud.

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ShirleyBaltimore, MD

Verified purchase

Customer Service

Reviewed Dec. 15, 2019

When I was trying to call somebody out for my stove, I contacted Total Home. But they said they didn't have me signed up. I'm not understanding that though because I did sign up. At that time, I was sick so I just let it go. I didn't call them back. I'm very dissatisfied with THP.

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Response from ServicePlus Home Warranty

Dec. 23, 2019

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 apologize for the misinformation provided to you regarding your policy. If you are still in need of service, please contact Customer Service during normal business hours at 1-800-545-0402.

JohnNewburgh, IN

Verified purchase

Customer ServicePrice

Reviewed Dec. 14, 2019

I looked up warranties on the internet and Total Home had limited red flags. They were also affordable and cheap. We signed up over the phone and it was good. They explained the process well.

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Response from ServicePlus Home Warranty

Dec. 23, 2019

bertNahunta, GA

Customer ServiceCoverageTechPrice

Reviewed Dec. 13, 2019

I have had 2 claims. A 2 yr old washing machine that went out. It was deemed non-repairable. They offered me 200 in September that I still have not been paid and it's the 12 of Dec. They can't tell me nothing when call. Then I have had my central air go out. The blower motor. They said the motor was covered but then by someone else. They told me because I didn't maintain the unit in which it was by Hendrix Air 2 times a yr even gave proof of everything that has been done including parts replaced they say to me, "Oh well this company will take your money and never fix anything." I also paid extra for septic pumping. They refuse to pay because they haven't got a contractor in our area so I had to eat that cost too. Total Home Protection are not there to help you fighting with them. When they answer their phones is unreal. Go to the Better Business Bureau. Thousands of complaints. Same reasons.

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Response from ServicePlus Home Warranty

Dec. 17, 2019

The consumer placed a claim for a septic pumping on 3/25/2019. Unable to secure a vendor with availability we offered the consumer to go through our reimbursement process. Reimbursement is where the consumer contacts a local vendor to diagnose the unit and, once approved, a reimbursement check would be sent upon receipt of the paid invoice. On 3/28/2019, the consumer advised the assigned case manager they found a vendor on their own. Numerous attempts were made on our end to contact the consumer’s vendor to receive a diagnosis with no luck. To date, we have yet to receive a diagnosis or an invoice from the consumer in regards to this claim.

The consumer then placed a claim for the clothes washer on 9/6/2019 stating that the unit was not turning on. The vendor reported the failure was a shorted control board, the lid latch, and the water inlet valve. Due to this type of electrical failure, it was determined in order to provide a long term solution to future potential issues with the unit, the best course of action was to provide the consumer with funds to put towards the purchase of a new unit. The consumer accepted the funds offered.

The consumer then placed a claim for the air conditioner on 11/23/2019 stating the blower motor is not blowing out air. The vendor reported the failure was the blower motor and capacitor had failed and needed to be replaced. Pictures submitted of the 2 components confirmed the blower motor was filled with dust and debris, as well as the capacitor being rusted out. Per our policy, failures that happen due to a lack of maintenance as well as failures that happen due to rust and/or corrosion are excluded from coverage. Please see the referenced section of the policy below:

VII. GENERAL LIMITATIONS OF LIABILITY

In an effort to provide good customer service, a free service charge fee has been added to the consumer’s policy which will be applied to a future placed claim.

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

www.totalhomeprotection.com

EvaJacksonville, FL

Verified purchase

Reviewed Dec. 13, 2019

I reached out to Total Home Protection and everything went smoothly when I signed up with them. I haven't filed a claim, but I called and talked with someone the other day. I told him I wanted to cancel because I can't afford it right now. As soon as I get straightened in my finances, I told him I was gonna call back.

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Response from ServicePlus Home Warranty

Dec. 23, 2019

RobertChetopa, KS

Verified purchase

Customer ServicePrice

Reviewed Dec. 12, 2019

Total Home Protection was cheaper all the way around and signing up was easy -- it was just a phone call away and the sales guy was courteous. I was with somebody else and it didn’t sound very good, but TotalProtect was so I switched over.

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Response from ServicePlus Home Warranty

Dec. 23, 2019

L.Bellerose, NY

Customer Service

Reviewed Dec. 11, 2019

I bought a home warranty from Total Home Protection when I bought my house. The agent told me about their offer and I thought it would be smart to add that to the mortgage. The smartest thing I ever did. Whatever breaks, I just call them and they take care of it for me.

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K.Kent, WA

Customer ServiceClaims HandlingPrice

Reviewed Dec. 11, 2019

I called in for a claim last Tuesday, my kitchen dispenser stopped working. They sent someone on Friday to have a look at it, the person checked it out, then called them in to explain what he needs to do and left. Yesterday they called again, the claim was processed and the guy came back with a replacement. In the end, I only paid a bit for my side of the cost and that was it. Sweet and simple.

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JoshAtlanta, GA

Customer ServiceClaims HandlingPunctuality & Speed

Reviewed Dec. 11, 2019

Simply put, the best company out there when it comes to home insurance. Very quick response. Great customer service. Super nice people on the lines and claims get processed in due time. Highly recommend!

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RobertBroad Run, VA

Customer ServiceClaims HandlingCoverage

Reviewed Dec. 11, 2019

Realize that coverage is NOT what it seems in every home warranty coverage should be a mind set when looking for a home warranty. My complaint is not so much with the denied claims, because one can't be sure what is wrong with an appliance when it fails. However, when there is a clear and definite claim that should be covered and it is not is fraud. Then to make matters worse, not one time did I get a call back from the "manager" who leaves an ambiguous email about the claim. I deal with many home warranty companies in my professional career as a home inspector and this company has been the worse as far as customer service and explanation of why a claim is denied. Hours were spent just to reach someone at the call center.

My biggest complaint is that I received an email asking me to reach out to a manager to "further discuss" the details of my claim. As soon as I received the email I called and got a recording. This has happened with EVERY claim, including the mediation department, to which I had to write an explanation why I believed the claim should be covered. It took weeks to get an email response back and I still haven't been able to speak with anyone. This is by far the most frustrating thing. I still have no idea what is going on with the claim. Looking it up under my account shows it closed.

As a consumer and professional, I do not recommend this home warranty company. There are better companies that actually work with you and explain why things are not covered, which after speaking with them is understandable. This company will send you an email requesting you to contact them for further information and will NOT be there when you call. They do not answer emails or call you back. You have to call their customer service and then get transferred to the very manager who left you the email (and doesn't answer the phone), and still doesn't answer when transferred. This has happened every time.

You then have to call back and ask for mediation. They will tell you a little bit of information and have you send in an email about your claim. After weeks of waiting for a response, you get back in the loop of getting an email and nobody being there when you call. A total rip off. Look elsewhere my fellow Americans and be very cautious of these companies. Do not spend your money at Total Home Protection. I am going to request my money back.

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BenDallas, TX

Customer Service

Reviewed Dec. 11, 2019

Last year I felt like I was cursed, my heater broke down, then my AC broke down, the pipes were all leaky, I didn't even know where to begin with the repairs. I limited myself to the heater and AC, thinking the pipes will have to wait for a better year to come. Then, my mother told me about this service they were promoting in her area, house warranty protection and the company doing it, Total Home Protection. Hesitant, I gave them a call. Long story short, I am now their customer, and I recently claimed a section of my pipes that had completely ripped apart. They sent someone over, got it fixed, paid nickels on my side. Give these guys a call if your house is getting ready to quit on you, trust me.

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RemiLas Vegas, NV

Verified purchase

Customer ServiceTechRefunds & Payouts

Reviewed Dec. 7, 2019

The dishwasher had something that was leaking on the bottom and I called Total Home Protection to make a claim last Thursday. They told me that they would find me a technician and they would send me an email on how to get in contact with them. Plus, they would get in contact with me and either show up last Friday or Monday. I called Total Home yesterday saying I haven't received any phone call nor email and they told me that if I could find a technician, they could reimburse me but that kinda defeats the purpose for me. We don’t have much of a selection out here. Total Home has been giving me the runaround for the past week and I’m regretting signing-up with them a little bit now. I need better communication. They need to tell us that it’s gonna be harder for them to get technicians out to me since I live in a smaller town but what the person told me was that everybody was busy.

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Response from ServicePlus Home Warranty

Dec. 23, 2019

To Whom It May Concern:

The consumer placed a claim for the dishwasher on 12/13/2019 stating that the unit was leaking water. The vendor reported the failure was the water inlet valve was cracked causing the leak and needed to be replaced. Water inlet valves crack from either freezing or direct physical damage, which does not constitute a normal wear and tear failure. Per our policy, this type of failure is excluded from coverage. Please see the referenced section of the policy below:

I.BASIS FOR COVERAGE

A. Become inoperable due to normal wear and tear; and
B. Are in place and in proper working order on the effective date of this Agreement; and

C. Are located inside the confines of the main foundation of the home or attached or detached garage, with the exception of the air conditioner, exterior pool/spa, septic system, and well pump.

In an effort to provide good customer service, we offered to split the cost of the repair as a goodwill gesture which was accepted.

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

www.totalhomeprotection.com

PhyllisValdosta, GA

Verified purchase

Reviewed Dec. 6, 2019

The enrollment process with Total Home Protection went fine and the sales rep who I dealt with was nice. They were professional and knowledgeable. I also lokked at Choice Home Warranty, but THP sounded better than them.

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Response from ServicePlus Home Warranty

Dec. 23, 2019

LisaZachary, LA

Verified purchase

Customer ServiceClaims HandlingTechPunctuality & Speed

Reviewed Dec. 5, 2019

My daughter had changed warranties from one that she had and she was telling me what Total Home Protection costs compared to what she had. So we both joined and Total Home made signing up very easy. But last week, I tried to file my first claim to get the dryer serviced and I still haven’t heard anything. They had given me an appointment for a Friday between 8:00 and 12:00. I was home but nobody called. I called to let them know but they couldn’t catch up with whoever the technician should have been either. Then they told me I had to wait 48 to 72 hours again to get somebody else because the first person hadn’t come. So what though? Did they want me to wait for the same person?

I called yesterday and they said that since the appointment was for a Friday, I had to wait. I can wait a few days but this has been since last Wednesday and tomorrow is Wednesday again. I still have not heard anything in reference to getting an appointment. So customer service is bad to me right now. I’m still without my dryer so that means I’m going to the washateria and I paid for a home warranty. How about that?

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Response from ServicePlus Home Warranty

Dec. 23, 2019

The consumer placed a claim for the clothes dryer on 12/10/2019 stating the dryer was not drying. We assigned a vendor the same day and an appointment was scheduled for 12/13/2019. The consumer called back and advised us the vendor missed their appointment and would like for us assign another vendor to service the claim. As we are not an emergency service, when a claim is reassigned it is advised to allot us 24-48 business hours to secure a new vendor.

Unable to secure a vendor with availability, we offered the consumer to go through reimbursement. Reimbursement is where the consumer contacts a local vendor to diagnose the unit and, once approved, we would send a reimbursement check upon receipt of the paid invoice. The consumer agreed to this process, but then later called back in requesting cancellation of the policy.

In an effort to provide good customer service, we offered the consumer $150.00 goodwill towards the claim to help with either repair/replacement of the unit which was accepted.

Sincerely,

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

www.totalhomeprotection.com

SheriGrants Pass, OR

Verified purchase

Customer ServiceCoverageRefunds & Payouts

Reviewed Dec. 4, 2019

I called Tom ** within 2 hours of purchasing a new warranty for my buyer client to cancel the policy. I was not told that the policy is not effective until 30 days after purchase and that foreclosures are not covered. The property is a foreclosure and since it is not insurable under your policy I need you to immediately cancel the policy and refund my $399. I have called Tom repeatedly along with emailing him requesting his response. He has not responded. Please confirm receipt of this correspondence. Thank you. Sheri **

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JohnPeculiar, MO

Verified purchase

Coverage

Reviewed Dec. 4, 2019

I was doing a search through the Internet trying to find the best and the most cost-effective warranty I could get on my home, and Total Home Protection called me back. I was considering one company to cover everything that was reasonable and because my house is 10-years-old, I wanted to make sure that I had everything covered. I’m also on disability. I usually take care of all of my own stuff but unfortunately, my heart doesn’t allow me to do a whole lot anymore. So I needed somebody that would cover any and all of my appliances to where I wouldn’t have to climb a ladder or get on my hands and knees. I needed somebody that I could count on. When I signed up with Total Home Protection, I did it online. I filled something out and then they called me. We went over the details and I asked all the questions that I needed to know – what’s covered, how they would cover them and what it would cost for a service call.

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Response from ServicePlus Home Warranty

Dec. 23, 2019

MarinaCarmel, IN

Coverage

Reviewed Dec. 3, 2019

I bought warranty for 3 years assumed nice coverage and services. In their plan everything what covered has a good paragraph of exclusions. I ended with nothing is covered. Also, company offering $100 for each uncovered issue. They offered me $200 in the end of August. Today is December, and I still didn’t receive checks. The company is FRAUD. Please be careful and read their policy.

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Response from ServicePlus Home Warranty

Dec. 11, 2019

To Whom It May Concern:

The consumer placed a claim for a roof leak on 9/10/2018 stating there was a leak in the bedroom ceiling coming from the roof. The vendor reported the failure was the caulking from the chimney had fell and needed to be put back on. Per our policy the chimney and its components are excluded from coverage. Please see the referenced section of the policy below:

VI. OPTIONAL COVERAGE

B. Limited Roof Leak

Note: Coverage applies to single family homes only.

COVERED: Repair of shake and composition roof leaks over the occupied living area.

NOT COVERED: Leaks related to patios; porches; decks; metal roofs; foam roofs; shingles; cemwood shakes; cracked and/or missing material; tiles; tar and gravel; flat or built-up roofs; structural leaks; asphalt; gutters; downspouts; skylights; flashing; patio covers; solar components; attic vents; roof jacks; satellite components; antennae; chimney components; partial roof replacement; preventative maintenance. We will pay no more than $500 per contract term for access, diagnosis, repair and/or replacement.

The consumer then placed a claim for the plumbing system stating there was a leak in the house and water was leaking on the floor. The vendor reported the failure was the bathtub spout diverter failed and needed to be replaced. Per our policy faucets/fixtures and their respective components are excluded from coverage. Please see the referenced section of the policy below:

V. COVERAGE

F. Plumbing System and Stoppage

Note: Mainline stoppages are only covered if there is an accessible ground level clean out.

In an effort to provide good customer service, we offered the customer $100.00 goodwill towards this non-covered failure which the consumer declined.

The consumer then placed 2 claims for the heating system and the plumbing system on 8/29/2019 stating there was a leak within the home. The consumer was advised that a leak detection test would need to be done and the leak would need to be accessible, as well as leaks on the heating system are not covered. Please see the referenced section of the policy below:

V. COVERAGE

B. Heating System

Note: Coverage available on units up to a 5-ton capacity, and for residential use only.

COVERED: Mechanical parts and components of two (2) systems, either hot water and steam heating system or centrally ducted forced air gas/electric/oil heating system or electric baseboard units, if providing the primary source of heat in dwelling, as follows: accessible ductwork from covered heating unit to point of attachment to register/grill; blower fan motors; burners; controls; fan blades; heat/cool thermostats (programmable and electronic set back units will be replaced only with standard units); heating elements; ignitor and pilot assemblies; internal system controls; wiring; and relays; motors (excludes dampers); and switches. Electric baseboard units are covered if they are the primary source of heating for the property.

NOT COVERED: Chimneys, flues, and liners; cleaning and re-lighting of pilots; concrete encased or inaccessible ductwork; concrete encased or inaccessible steam or radiant heating coils or lines; conditions of water flow restriction due to scale, rust, minerals and other deposits; heat exchangers; cracked heat exchangers; rusted and/or corroded heat exchangers; maintenance and cleaning; calcium buildup; evaporator coil pan; primary or secondary drain pans; fossil and dual fuel control systems and other energy management systems and controls; dampers; asbestos insulated ductwork or piping; electric baseboard heat unless primary heating system in home; filters (including electronic/electrostatic and de-ionizing filter systems); fireplaces and their respective components and gas lines; free-standing or portable heating units; heat lamps; pellet stoves; fuel storage tanks, lines, and filters; gas log systems, including gas feed lines; valves; key valves; oil filters, nozzles, or strainers; humidifiers; inaccessible water/steam lines leading to or from system; backflow preventers; individual space heaters; panels and/or cabinetry; radiant heating systems built into walls, floors or ceilings; registers and grills; secondary units; solar heating devices and components; maintenance; noise without a related mechanical failure; improperly sized heating systems; mismatched systems; and structural components.

In an effort to provide good customer service, we offered the consumer $200.00 goodwill towards the non-covered failures which the consumer accepted. Due to an internal issue outside of our control, consumer as well as vendor checks were severely delayed. The consumer’s checks are scheduled to be printed and mailed out with this week’s batch. For the inconvenience, a free service charge fee has been added to the consumer’s policy which will be applied to a future placed claim.

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

www.totalhomeprotection.com

JohnAuburn, CA

Customer ServiceCoverage

Reviewed Nov. 27, 2019

Our ovens igniter switch isn’t working properly and the Tech who diagnosed the issue said he had to turn the information into the Company to get the ok to repair, we received a call today from the Company with the offer of a whopping $180.00 towards the cost of NEW Stove/Oven which was around $5000 and if we took the money and repaired the Oven they would no longer cover it on our contract, the repair was about $573 but they’ll give us $180 towards a new stove, doing business with this Company will be the biggest mistake I’ve ever made.????

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Response from ServicePlus Home Warranty

Dec. 6, 2019

To Whom It May Concern:

The consumer placed a claim for the oven on 11/19/2019 stating the unit was not heating properly and making a loud noise. The vendor reported the failure was the safety valve and bake ignitor failed and needed to be replaced. Based on the age of the unit and the extent of the repair needed, it was determined in order to provide a long term solution to future potential issues with the unit the nest course of action is to provide funds to put towards the purchase of a new unit. Please see the referenced section of the policy below:

VII. GENERAL LIMITATIONS OF LIABILITY

In an effort to provide good customer service, we can increase this amount to $275.00 to assist with the purchase.

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

www.totalhomeprotection.com

margoSanta Fe, NM

Customer ServiceSales & MarketingPunctuality & Speed

Reviewed Nov. 26, 2019

On phone over 6 times to get response to work done in Aug. Told I should find someone locally to fix central air and would be reimbursed. I did and 4 months later they still have not reimbursed the $200. Every call they say it's being cut and never happens. Wait time is minimally over an hr. and then transferred to another person and disconnected. They give "military' discounts; no such thing. A group that takes advantage of the military--- stay away. It's truly a scam. Consumer affairs never to investigate this group.

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EdGroveland, FL

Customer ServiceCoverageSales & MarketingPunctuality & Speed

Reviewed Nov. 26, 2019

Poor customer service. They sent someone out to look at my dishwasher to repair. The service technician said he would have to order a part to repair my DW but he had to get it okay through Total Home Protection. Total Home Protection stated that because of the age of my dishwasher, they considered it unrepairable and would send me a check for $300 to help cover the cost of a new one. I was told that they were going to send me a check in several weeks. It has been 10 weeks now and I still have not received the $300 check... I talked to a service manager several times over the past month and they say that the check would go out “this Friday”. Another rep said it was mailed out but couldn’t give me a check number. I called today which is 3 weeks later, and it has still not been mailed. I don't understand why I am getting the runaround. It shouldn’t take so long for them to mail a $300 check out to their customer. Sounds like a scam.

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Response from ServicePlus Home Warranty

Dec. 5, 2019

To Whom It May Concern:

Please be advised that the check in question has been mailed out today via USPS. Please allow a few days to receive.

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

www.totalhomeprotection.com

R.Fl, FL

Verified purchase

Customer Service

Reviewed Nov. 25, 2019

I had one service where Total Home Protection had a problem with the repair people and they let somebody go but they got somebody else to fix the stove. With the dryer, it needed something that would hold the door closed so it would run because it didn’t run without that being fixed. Total Home sent somebody out here and the technician came out and looked at it. He said that he would order the part and I would hear from him but I didn’t hear anything back. I called him several times and he finally said that he was no longer working with the company. I had somebody out here and the dryer is fixed now but I don’t recall which guarantee company they were with. So, I have to figure out who did the better job and who I should stay with.

When I was having an issue getting the service done, I talked to a couple of repair places, including the ones I was trying to get things done with, and I asked which warranty company is good to have. The repair person said none of them and that you can’t stand on any of them. They had a very negative opinion about it. I’m rethinking about the service that I had with Total Home Protection.

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NickAventura, FL

Verified purchase

TechSales & MarketingPunctuality & Speed

Reviewed Nov. 24, 2019

Have an issue with my bathtub. Took day off work and waiting for the technician but they never showed up. It is still not resolved. Very unprofessional. Also Total office is not open on weekends when I try to follow up on this. Circle loop of auto attendant hell. I finally got through to sales dept to talk to a live person but they refused to help me, cut me off and dumped me back in the auto attendant loop.

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VinceCumming, GA

Verified purchase

Customer ServiceClaims HandlingTechPunctuality & SpeedRefunds & Payouts

Reviewed Nov. 23, 2019

I've had Total Home Protection for four months now. Their salesman on the phone was good. He was able to answer my questions and made a warranty plan for my house. We moved into our new house. I had all our systems serviced then probably three or four months later, our air conditioner wasn’t producing enough air. I called Total Home and they sent a guy out to check on it. This was where it got ugly.

I was suspicious of the guy who came out because he came up in a pickup truck and nothing else. There were no logos. He checked the AC out and said he didn't see anything. The AC was a little low on coolant and he put a little coolant in there. If it worked then I wouldn't need to call them. But if it didn't, I should give them a callback. That was right before a big family event planned. That happened on Thursday. On Friday, the AC was still not working and this was towards the end of the evening.

I was trying to call the service department and they were taking my complaint, but they didn’t have a system for if it was a follow-up. The phone call was supposed to be routed somewhere else to an open claim, but nobody was there. I finally got to somebody and they said I needed to call the contractor who came out and did the work. I did that and this was around 5 on a Friday. They were closed for the weekend and they didn't respond to emergencies over the weekend. I had a big family coming in on Sunday and our main floor air conditioner wasn't working. My wife chewed me out for this.

I paid out of pocket and had another guy come out and fix the air conditioner. The frustrating thing with Total Home was if something goes broken, pretty much nothing is gonna happen over the weekend. I couldn’t get a hold of the technician who did the job. They said that his phone number was on a piece of paper. But he didn’t leave me anything although they did send me an email. That was how I was able to contact that company and I got a recording. I have the insurance policy through Total Protect and I haven't contacted them yet regarding a reimbursement. That was a nut-roll in itself.

Total Protect may have used a pleasant guy who put some Freon in there. But the guy that I used and paid out of pocket for found that underneath the pan is like a water-activated device and when the pan starts leaking, it shuts off. That particular model down there is called a cell pad or a wet pad. It looks like a piece of cloth. There is a wire that goes through. But it was cut up underneath the machine under the pan. They found it and re-wired it. Magically, the air conditioner came back on. That was all it was. I've used those guys as they were the ones who serviced my HVAC before I moved in.

I invested in my Total Home warranty and everything was gonna be good, but the one time I called, I was not happy nor was I impressed with the guy who showed up. He missed what he had to do and I had to pay more money to get the AC fixed. There was also the frustration that I couldn’t get a hold of Total Home and the contractor. An AC is usually a big issue in a home in the south like in September in Georgia. After what happened on that one time that I really needed Total Home, I don’t know what’s gonna happen if a refrigerator breaks. If something breaks on a Saturday, am I gonna get somebody to come out on a Saturday?

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ThomasBurke, VA

Customer ServiceClaims HandlingCoverageSales & Marketing

Reviewed Nov. 21, 2019

They are rude and they deny all claims. Sales seems to be done by a separate company and it is inconsistent with the service they provide. I've had 3 appliance break down and they will not cover any of them.

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Response from ServicePlus Home Warranty

Nov. 22, 2019

To Whom It May Concern:

The consumer placed a claim for the clothes washer on 6/17/2019 stating that the unit was leaking when in use. The vendor reported the failure was the soap dispenser and the door seal failed and needed to be replaced. Per our policy, these failures are excluded from coverage. Please see the referenced section of the policy below:

V. COVERAGE

D. Clothes Washer (Platinum Plan Only)

COVERED: All components and parts, except:

NOT COVERED: Soap dispensers; removable minitubs; filter screens; knobs and dials; door seals and hinges; glass; leveling and balancing; damage to clothing; commercial units; noise without a related mechanical failure; conditions of water flow restriction due to scale, rust, minerals and other deposits.

In an effort to provide good customer service, we offered the consumer $250.00 goodwill towards these non-covered failures which was accepted.

The consumer then placed a claim for the dishwasher on 7/15/2019 stating the unit was leaking water. The vendor reported the failure also was the soap dispenser not working and the door seal was not working. Per our policy, the failure with the door seal is excluded from coverage. Please see the referenced section of the policy below:

V. COVERAGE

L. Dishwasher

COVERED: All mechanical components and parts, except:

NOT COVERED: Doors; door seals; hinges; handles; glass; knobs; racks, trays, and baskets; rollers; damage caused by broken glass; maintenance and cleaning; commercial units; portable units.

The soap dispenser, however, is a covered component. Based on the failure as well as the age and condition of the unit, it was determined that in order to provide a long term solution to future potential issues with the unit, the best course of action was to provide the consumer with funds to put towards the purchase of a new unit, which the consumer accepted.

Then consumer also placed a claim for the air conditioner on 7/15/2019 stating that the unit was not cooling properly. The vendor reported the failure was the unit had leaked out almost half of its Freon due to rust/corrosion. Per our policy, this failure is excluded from coverage. Please see the referenced sections of the policy below:

VII. GENERAL LIMITATIONS OF LIABILITY

A.The following are not included during the contract term; (i) malfunction or improper operation due to rust or corrosion of all systems and appliances, (ii) collapsed ductwork, (iii) known or unknown pre-existing conditions, deficiencies and/or defects.

D. This Agreement covers only repairs and/or replacements due to mechanical failure attributable to ordinary wear and tear. Accordingly, the Agreement does not cover failures which may result from other causes, such as without limitation abuse; misuse and/or neglect; lack of maintenance; rust and/or corrosion; noise without a related mechanical failure; chemical or sedimentary build up; lightning strikes; missing parts; animal, pet and/or pest damage; power failure; power surge; fire; casualty; acts of God; structural and/or property damage; flood; smoke; earthquake; freeze damage; accidents; war; acts of terrorism; nuclear explosion, reaction, radiation or radioactive contamination; insurrection; riots; vandalism; or intentional destruction of property. This Agreement does not cover mechanical failures resulting directly or indirectly from or caused by mold, mildew, mycotoxins, fungus, bacteria, virus, condensation, and/or wet or dry rot regardless of the source, origin, or location and any other cause or event contributing concurrently or in any sequence to the mechanical failure.

Sincerely,

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

www.totalhomeprotection.com

RobertPhoenix, AZ

Customer ServiceClaims HandlingCoverageTechSales & Marketing

Reviewed Nov. 21, 2019

My AC and heating system hasn't been working for about a month, so that's how long I've been trying to get some straight answers out of Total Home Protection. I live in Phoenix, so it's great that this didn't happen in the summer. Every time I call I'm on hold for at least half an hour, the recording says I can dial 9 to get a call back. But when I try that I get a call in a few minutes only to get more of the same recording. After a month of unproductive calls they just decided that the repair of my system is not covered.

The independent contractor who they had come out to my place says this warranty company always finds excuses to deny claims, unlike others they have dealt with. The recording I keep listening to while I'm on hold includes an advertising pitch that specifically mentions heating systems as one of the things they cover but then today I had someone on the phone tell me they have no plans that cover this, so they don't even have their act pulled together enough to get that straight.

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Response from ServicePlus Home Warranty

Dec. 5, 2019

To Whom It May Concern:

The consumer placed a claim for the air conditioning system on 10/16/2019 stating the unit was not cooling properly. The vendor reported the failure was the blower motor and thermal expansion valve had failed and needed to be replaced. The vendor also reported there would be an access fee as a 30-foot ladder would be required to access the unit. We informed the consumer that this would be a partially covered claim as the failure with the blower motor is covered. Per our policy, thermal expansion valves and access are excluded from coverage. Please see the referenced sections of the policy below:

V. COVERAGE

A.Air Conditioning System Note: Coverage available on Air Conditioning units up to a 5-ton capacity, and for residential use only. COVERED: Mechanical parts and components of two (2) ducted electric central air conditioning systems. All components and parts for units below 13 SEER and/or R-22 equipment, and when we are unable to facilitate repair and/or replacement of failed covered equipment at the current SEER rating or with R-22 equipment, repair and/or replacement will be performed with 13 SEER/R410A equipment and/or 7.7 HSPF or higher compliant, except:

NOT COVERED: Filters; condenser casings; registers and grills; water towers; humidifiers; chillers; electronic air cleaners; window units; non-ducted wall units; mini-split wall units; gas air conditioning systems; water evaporative coolers; swamp coolers; condensate pumps; thermal expansion valves; all exterior condensing, cooling and pump pads; roof mounts, jacks, stands or supports; cost for crane rentals; electronic, computerized, and manual systems management and zone controllers; commercial grade equipment; refrigerant conversion; leak detections; water leaks; drain line stoppages or drain pans; maintenance; noise without a related mechanical failure; improperly sized units; air conditioning with mismatched condensing unit and evaporative coil per manufacturer specifications; improper use of metering devices (i.e. thermal expansion valves). We are not responsible for the costs associated with matching dimensions, brand or color made. We will not pay for any modifications or upgrades necessitated by the repair of existing equipment or the installation of new equipment. We will pay up to $10 per pound per occurrence for refrigerant. You are responsible for payment of any costs in excess of $10 per pound.

VII. GENERAL LIMITATIONS OF LIABILITY

N. This Agreement does not cover any costs incurred to gain access to a covered item, system, appliance or component in situations where there is not adequate capacity or space for serviceability caused by, but not limited to, walls, floors, ceilings, permanently installed fixtures, cabinets, snow/ice covered areas, flooded areas, or personal property. In the event it is necessary to open walls, floors, or ceilings, or to move such fixtures, cabinets, or personal property to perform a diagnosis or service, we are not responsible for restoring such openings, items, or property. This Agreement does not cover any costs associated with equipment to gain access or permit serviceability such as but not limited to scaffolding.

In an effort to provide god customer service, we offered $150.00 goodwill towards the cost of the non-covered components which was accepted.

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

www.totalhomeprotection.com

AdrienneLeland, NC

Verified purchase

Customer ServiceClaims HandlingCoverageTech

Reviewed Nov. 19, 2019

I submitted a covered claim 9/16/19, it is 11/18/19 & I still have not received payment as promised. They are now requesting a handwritten detailed invoice in place of the computerized invoice they received. Approximately three weeks ago I was told that the provider must call in and verify the service. The provider did call. I call back and was told everything was taken care of after the call from the provider & I would receive payment within 7-10 business days. No payment has been received and I am now told the provider must call a authorization number and they will let him know exactly what they need.

I still have yet to receive my reimbursement. Each time I call in I get a different story and I am told the claims department is the one who is requesting this but they are not able to contact they to get clarification and they have no number. I will not give up as I believe they think I will. Also when I call the put me on hold for long periods of time and come back with the same old story. I’m presently looking for another home warranty company.

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Response from ServicePlus Home Warranty

Nov. 22, 2019

Please be advised that we have no record in our system for this consumer being one of our customers. This review may have been intended for Total Protect and not Total Home Protection. We are not affiliated with Total Protect/Cross Country/HMS.

NoraSt. George, UT

Verified purchase

Customer Service

Reviewed Nov. 16, 2019

It was a terrible experience with Total Home and I had to call somebody because I couldn’t get satisfaction from them. The air conditioner was not working and I had my grandkids here. It was 98 degrees in my house for five days. I called Total Home Protection and it was a holiday weekend. They were closed that Monday and on Thursday, I had this guy come down. He talked to a specialist from Total Home and they said it was okay for him to fix it. The guy was very pleasant. He did the work and he said that there was a blower motor here in town and they only had one left. So, he went and picked it up, and he fixed the air conditioner.

I sent the bill for $569 to Total Home on that Saturday. I haven’t received the check and I called last Friday on nine-twentieth and I talked to Seann, who was supposed to have talked before with the manager. He said that the check was in the mail for $302 and I should receive it by Wednesday. I kept calling back on this and I called on October 4 to check to see if it was processed. They’ve been giving me a runaround about the check and I’m still waiting on it. I’ve put it on my credit card. I have two pages full of different times I’ve talked to people and as of yesterday, it is still not being processed. I wanted to close my account and I didn’t even wanna do work with them but the guy said that they couldn’t do that. I couldn’t just go ahead and close because I wouldn’t get my check.

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MartyHouston, TX

Verified purchase

Customer Service

Reviewed Nov. 15, 2019

I usually do not respond to unsolicited offers; however, this looked very promising, so I "looked into it." I was very pleasantly surprised at the value and promise of the offer. The salesperson was very assuring and answered all of my questions. I think the Total Home Protection plan is very promising to alleviate me of concerns for the costs of repairs that will inevitably occur.

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MollyElyria, OH

Customer ServiceClaims HandlingCoverageTechSales & MarketingRefunds & Payouts

Reviewed Nov. 15, 2019

My furnace died on the coldest day in November in Ohio in 20 years. I had trouble getting hold of someone to start my claim then was told it will be 2 days for someone to work my area to find a provider. The rep. said she would send it as emergent to expedite it due to the circumstances. After 2 days of waiting I was told they have no providers in my area, although when you listen to the hold message for 40 minutes it tells you "they have a network of skilled providers", and I would have to find my own provider and pay out of pocket then be reimbursed. I had to call 6 different Heating and Cooling Companies before I could find one that would even call this type of insurance to get approval. All the other said they do not deal with home warranty plans at all.

It was now 2 1/2 days before I could get anyone to check my Furnace. The technicians that I found were great and did a thorough inspection. They found that my furnace had a cracked Heat Exchanger and they said they would contact the insurance to get approval to either repair (not recommended by the tech.) or replace the unit. The next day I received a call form the insurance saying that the Heat Exchanger is not covered under my plan. This is what the gentlemen from the Furnace company said actually is the furnace and does all the heating work.

This insurance is a scam! They took my payment for a year and once I had a problem they wouldn't cover anything. I am a single mom with 2 kids and now no furnace! I thought I was doing something to protect my family and myself when I bought this plan. (That's how they sell it to you) Boy was I wrong!!! PLEASE TAKE MY ADVICE. SAVE YOUR MONEY. DO NOT BUY THIS INSURANCE. IT IS WORTHLESS. You are better off putting your monthly payment in an account to be used under your own discretion in emergencies.

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Response from ServicePlus Home Warranty

Dec. 4, 2019

To Whom It May Concern:

The consumer placed a claim for the heating system on 11/12/2019 stating the pilot would not stay lit. Because we are not an emergency service, it is advised to allow us 2 days for claims placed on weekdays, and 4 days when claims are placed on weekends to secure a vendor to service the claim.

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

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.

The vendor reported the failure was multiple cracks in the heat exchanger as well as the heat exchanger being rusted out. Per our policy, this failure is excluded from coverage. Please see the referenced section of the policy below:

V. COVERAGE

B. Heating System

Note: Coverage available on units up to a 5-ton capacity, and for residential use only.

In an effort to provide good customer service, we offered the customer $250.00 goodwill to assist with this non-covered failure which was declined. Unfortunately, the consumer ultimately requested cancellation of the policy.

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

www.totalhomeprotection.com

KatheMobile, AL

Verified purchase

Claims Handling

Reviewed Nov. 15, 2019

I bought my warranty through Jack ** in August 2019. It was for a year plus two months. I have never received the paperwork and I need to make a claim because my refrigerator is leaking into the vegetable bin.

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Response from ServicePlus Home Warranty

Dec. 4, 2019

To Whom It May Concern:

The consumer placed a claim for the refrigerator on 11/15/2019 stating it was leaking underneath the bins. The vendor reported the failure was a leak in the internal thermal shell. Per our policy, this failure is excluded from coverage. Please see the referenced section of the policy below:

V. COVERAGE

C. Refrigerator

Note: Refrigerator must be located in the kitchen.

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

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

In an effort to provide good customer service, we offered the consumer a free service charge fee towards a future placed claim which was accepted.

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

www.totalhomeprotection.com

JamesSevern, MD

Customer ServiceCoverageSales & MarketingPrice

Reviewed Nov. 15, 2019

Total Home Protection is a scam. They charge money to protect your home, but when they send out people, the people rarely show up. Then once they do show up THP finds a way to not cover whatever has gone wrong. If a sink is leaking, they say, ”We just cover the sink, not the gaskets that connect the sink to the pipe. We won’t repair this.”

Then when I chose to not continue using their service, I thought that would be the end of it, but they HOUND you with sometimes 8 calls a day, and ignore your request to not be contacted anymore. They are a group of despicable cheats. I could’ve taken being fleeced for money, but I can’t go ONE DAY in the past month, without getting phone calls from them. I may have to change my phone number, because they call from many different numbers and no matter how many I block, they have more.

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Response from ServicePlus Home Warranty

Dec. 4, 2019

JudyHatboro, PA

Customer ServiceClaims HandlingCoveragePriceRefunds & Payouts

Reviewed Nov. 14, 2019

I purchased a home warranty back in April when our hot water heater broke and someone suggested it. I signed on with the company with them stating they would fix or replace anything that needed to be done. Our heater would not ignite so I called in a claim on a Friday afternoon they stated someone would be in touch in 48 hours. I gave them until Wednesday of the next week since it was the weekend and no reply.

I followed up with them and they stated they had no technicians and I would need to find someone and do a claim form. I had to locate someone and mind you be without heat for almost 10 days for them to tell me that the part is not covered and they denied the claim. I had to replace my heater out of pocket. I called to cancel my account and after being on hold for 35 minutes was told their computers were down so I had to call back. I then called back the next day and cancelled my account but not before being asked if I would take money to stay on towards my claim. They offered 200 for a replacement of heater that cost over 3000. No thank you. Always get someone to read all the fine prints as they have a ton of it and will not cover your claims.

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Response from ServicePlus Home Warranty

Dec. 4, 2019

To Whom It May Concern:

The consumer placed a claim for the heating system on 10/25/2019 stating the unit was not turning on. The vendor reported the that failure was with a cracked heat exchanger that needed to be replaced. Per our policy, this failure is excluded from coverage. Please see the referenced section of the policy below:

V. COVERAGE

B. Heating System

Note: Coverage available on units up to a 5-ton capacity, and for residential use only.

In an effort to provide good customer service, we offered $200.00 goodwill to assist with this non-covered failure which was declined. Unfortunately, the consumer ultimately requested cancellation of the policy.

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

www.totalhomeprotection.com

JamesJacksonville, FL

Customer ServiceClaims HandlingCoverage

Reviewed Nov. 13, 2019

Updated on 01/01/2020: I made two claims with Total Home Protection, not only that they did not honor either of them. They low ball the cost of repair or replacements, offered to send checks to cover replacements and would take 6-to-8 weeks, I am now in the 11th week and no checks in sight but company still deducting premium from my account on the 1st of each month, they send you to a so-called supervisor with nothing but apologetic, statements and no one else is above them, they will hang up and be very rude to the policy members (Amy), (Britney) and April. I suggest you stay away from this company that lied to me, don't even refer an enemy.

Original review: I made 2 claims and both resulted in a small cash buyouts, this company without a doubt is the worst on the market. Agents tell you what you want to hear and give you the runaround for months before offering a small buyout of your claim. I will not only not suggest this company but also tell anyone to not consider this company for home protection.

Thanks for your vote!

Response from ServicePlus Home Warranty

Dec. 4, 2019

To Whom It May Concern:

The consumer placed a claim for the clothes dryer on 10/2/2019 stating the unit was not turning on. The vendor reported the failure was the timer and the start mechanism had failed and needed to be replaced. Due to the age of the unit, the parts needed for repair were no longer available through the manufacturer. Please see the referenced section of the policy below:

VII. GENERAL LIMITATIONS OF LIABILITY

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

The consumer then placed a claim for the refrigerator on 10/8/2019 stating the freezer was not freezing. The vendor reported the failure was an issue within the sealed system of the unit resulting in the compressor needing to be replaced. Based on the failure as well as the age of the unit, it was determined in order to provide a long term solution to future potential issues with the unit, the best course of action was to provide the consumer with funds to put towards the purchase of a new unit. Please see the referenced section of the policy below:

VII. GENERAL LIMITATIONS OF LIABILITY

responsible for installation. The cash settlement shall be in an amount not to exceed the depreciated value of the component, system, or appliance being replaced.

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

www.totalhomeprotection.com

DianahSugar Land, TX

Verified purchase

Reviewed Nov. 12, 2019

MR ** was knowledgeable of the services provided and was persuasive enough to convince me to a program which was not part of my budget and more especially got me to but an extended plan. With his customer services I will gladly recommend this program to others.

Thanks for your vote!

Response from ServicePlus Home Warranty

Nov. 14, 2019

LesliColumbia, IL

Verified purchase

Customer ServiceCoverage

Reviewed Nov. 12, 2019

I've been with Total Home Protection for almost two years. And when I called to cancel, a supervisor came back lowering the service fee and gave me a couple of months free of premium. And so, I tried to stick it out with them. Right now, I am waiting for almost three months for two checks that they owe me, and then I’m cancelling. It’s been a constant battle. I constantly have to call them and say, “Where’s the check?” They can’t find service providers so I have to get my own. And then I have to pay for it, and it takes forever to get reimbursed.

I’ve got three contracts with them, and it costs me about 1,200 a year. And I’ve probably spent $4,000 of my own because they haven’t covered an air conditioner repair and a furnace. I had to replace both of those on my own. Total Home Protection has some great customer service people, but their hands are tied. A supervisor authorized an additional $300 and one other person authorized $200 for the air conditioner that I had to replace because they felt bad. And those are the checks I’m waiting for right now.

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JuneAustell, GA

Verified purchase

Customer ServiceClaims HandlingTech

Reviewed Nov. 10, 2019

I turned the switch for the garbage disposal to come on, and it stayed on. It wouldn’t cut off. So, I had to go in the garage and turn it off. I called in for a claim and I had no problem with the rep I dealt with. The contractor came in less than 48 hours, and that was why I was impressed with Total Home Protection. Before them, I had American Home Shield and it was a nightmare. When you made a claim, their contractors do not come until a week later. That was why I switched.

When the contractor came in, he found out that it wasn’t the garbage disposal. He said it was the electrical. So, I made two calls for this one and both of the contractors who came in were good. The electrical guy had to give me a new electrical switch for the garbage disposal on the wall, and everything is operating well now. I have also used Total Home Protection for my air conditioner before, and it took their contractor less than 24 hours to get there. So, I’ve called three times, and in all three times I was very satisfied.

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Response from ServicePlus Home Warranty

Nov. 14, 2019

DonnaDover, DE

CoverageTech

Reviewed Nov. 9, 2019

My AC was not working. Reported to THP. They gave me numbers for 2 contractors; one had a full voice mail message, the other was the wrong number. I was told I could get my service to come over to evaluate. I sent the copy of the work order and receipt of what I paid. My technician reported to me that the AC was not repairable and needed to be replaced. Total Home told me my tech said it was from rust and corrosion and was not covered. My tech reported he had been unable to reach them and to this day..2 months later, neither me nor my technician has talked to them. I haven't been reimbursed the money I put out and paid and according to their website my case has been closed.

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Response from ServicePlus Home Warranty

Nov. 11, 2019

Thank you contacting us with the above referenced review. We at Total Home Protection treat each review with the utmost respect and use this feedback to better serve our valued customers.

LonzieAntioch, TN

Verified purchase

Customer ServiceClaims HandlingPunctuality & SpeedRefunds & Payouts

Reviewed Nov. 9, 2019

I tried Total Home Protection after having two other home warranty and they seemed to be okay. They have a reasonable monthly payment and a reasonable payout payment. I said, “Let me see how they'll work out.” I've been with them for 10 months now and so far, they're so-so because one claim was okay, but I didn’t know what the situations were with the other one.

I asked Total Home Protection to notify me when their contractors are coming because I'm not gonna sit for two to three hours waiting for somebody to come by my house, but I will be 10 to 15 minutes away from the house. So, I asked them to give me a call in 30 minutes so I can be there when they show up. But it happened twice with plumbing that I didn’t even know when they were coming. They just showed up. Total Home Protection should improve on their notification.

The air condition was done on a timely manner, and I like the communication and information I had from the gentlemen that worked on it. They were on target. As for the plumbing, we had bad service with the the first two that came out. But the second gentleman was very honest with me, on time and communicated with me. So, I enjoyed that.

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Response from ServicePlus Home Warranty

Nov. 14, 2019

NeilErwin, TN

Verified purchase

Coverage

Reviewed Nov. 8, 2019

The reason I canceled my plan is that the salesperson that sold me the plan told me I could use any licensed contractor I chose to service my appliances. When I read the contract carefully I realized the contract did not state this in clear terms. I was assured verbally that this was true but it was not written in the contract. I also was told by the same salesperson that all the present appliances in the preowned home I bought was covered by the warranty. Again the actual contract did not state this coverage. I lost confidence in your plan and company because the information I was given was not accurate or not written into your contracts.

Thanks for your vote!

Response from ServicePlus Home Warranty

Dec. 4, 2019

To Whom It May Concern:

In the event a consumer wishes to use his or her own vendor, we have a Reimbursement process for the consumer to utilize. Reimbursement is where the consumer contacts a local vendor to diagnose the unit and, once approved, we would send a reimbursement check upon receipt of the paid invoice. Please see the referenced section of the policy below:

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

The contract lists all the systems/appliances that eligible for coverage so long as they are included in the consumer’s specific plan and are located in the main confines of the home.

I. BASIS FOR COVERAGE

conditions of this Agreement so long as such systems and components:

A. Become inoperable due to normal wear and tear; and
B. Are in place and in proper working order on the effective date of this Agreement; and

C. Are located inside the confines of the main foundation of the home or attached or detached garage, with the exception of the air conditioner, exterior pool/spa, septic system, and well pump.

V. COVERAGE

Coverage is dependent on plan you selected. Please refer to your Agreement Coverage Summary page. Coverage is for no more than one (1) unit, system, or appliance, unless additional fees are paid or specified otherwise. If no additional fees are paid for more than one (1) unit, system, or appliance, then covered unit, system, or appliance is at our sole discretion.

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

www.totalhomeprotection.com

JerryApopka, FL

Sales & MarketingRefunds & Payouts

Reviewed Nov. 6, 2019

I purchased a plan to warranty my home for $2000 dollars. 6 months later my 4 year old dryer locked up. I contacted Total Home Protection and they sent a tech out. He determined it had a bad main circuit board. Total Home Protection (not) decided to prorate the value of my dryer and send me a $180 check. REALLY! AFTER DEDUCTING $45 FOR THE SERVICE CALL I GET $135! This is a scam! I'm out of pocket $600 in replacement cost! I advise strongly agianst doing business with these people. Totally Disatisfied customer.

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ELAINEMilwaukee, WI

CoveragePrice

Reviewed Nov. 6, 2019

We live in the Midwest. We called Total Home Protection to warranty our furnace which had stopped working in 21-degree weather. We were told that since it could take up to 48 hours for a service tech to come out that we could get reimbursed if we paid for services upfront out of pocket to expedite our repair claim. We did so and had our licensed professional tech contacted Total Home Protection to get it approved. Our tech repaired our furnace and the cost was $450 in which we paid, expecting to get reimbursed as previously discussed by Total Home Protection.

Upon speaking to them they "denied" the repair and cost due to the fact that our service tech report stated that a wire had come loose within the furnace itself, which caused the board to go out, along with a conduit. They said because the wire came loose, the board and conduit were considered secondary and that the policy would not allow coverage for this issue. WHAT!!! They left us hanging with a whopping bill of $450. We are reporting them to Consumer Affairs and any other social media site that we can. BUYER BEWARE!!! THEY HIDE BETWEEN "FINE" PRINT! They are not what they seem to be. YOU HAVE BEEN WARNED!!! PROCEED AT YOUR OWN RISK!

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Response from ServicePlus Home Warranty

Nov. 27, 2019

To Whom It May Concern:

The consumer placed a clam for the heating system on 10/31/2019 stating the unit was not coming on. Because we are not an emergency service, it is advised to give us up to 48 business hours to secure a vendor to the claim, or utilize our reimbursement process which is available to all consumers to use. This process was explained to the consumer on the same day. on 11/1/2019, the consumer called in and advised they secured their own vendor. The vendor called in to the authorization department and reported the failure was with a loose neutral wire that caused the failure to the inducer motor and circuit board. Per our policy, secondary damages/failures are excluded from coverage. Please see the referenced section of the policy below:

VII. GENERAL LIMITATIONS OF LIABILITY

X. You agree that we are not liable for the negligence or other conduct of the Service Contractor, nor are we an insurer of Service Contractor’s performance. You also agree that we are not liable for consequential, incidental, indirect, secondary, or punitive damages. You expressly waive the right to all such damages. Your sole remedy under this Agreement is recovery of the cost of the required repair or replacement, whichever is less. You agree that, in no event, will our liability exceed $1500 per contract item for access, diagnosis, repair and/or replacement.

The consumer did not agree with the outcome of the claim and requested a review, stating their vendor informed them we advised the claim was covered. The phone conversation between the consumer’s vendor and our Authorizations department was reviewed, and the consumer’s vendor advised they would be charging the consumer upfront and would not be willing to wait for the determination. We were also able to confirm the vendor in fact told our Authorizations department that the failed open neutral wire is what caused the failure to the inducer fan motor and the circuit board.

In an effort to provide good customer service, we can increase the goodwill offered to $250.00 towards this non-covered failure and a free service charge fee towards a future placed claim.

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

www.totalhomeprotection.com

ChrisGreenwood, IN

Verified purchase

Customer ServiceTechPunctuality & Speed

Reviewed Nov. 5, 2019

I had issues with the lighting in my bathroom. And so, I called Total Home Protection. It took them two days to get a technician assigned to the job, and then, they sent a number for me to call the technician. I called the technician, and he said, “Okay. I will come out in a week’s time. I’ll put you on the schedule.” The day of the service, he never showed up. So, I called him and he said I was not on his schedule. I called Total Home Protection and told them to take that guy off the list of servicemen. It took Total Home Protection again another three days to assign another person. And then, when I called the person, he said they never really accepted the job because they were booked out two weeks.

I called Total Home Protection and I said, “This guy never accepted the job. How come you still assign me to them?” Three weeks later, they told me that they would allow me to find my own person and then submit the invoice. Why provide the services if they don’t have service people to be able to do the repairs? The problem was those were the only two electricians they had in my area. I called somebody personally.

Thanks for your vote!

Response from ServicePlus Home Warranty

Nov. 27, 2019

To Whom It May Concern:

The consumer placed a claim for the electrical system on 10/11/2019 stating the bathroom light was not working. We assigned a vendor on the next business day, 10/14/2019 who advised they have availability to service the claim on 10/17/2019. On 10/17/2019 the consumer advised the vendor did not have them on the schedule and requested reassignment. On 10/18/2019 we reassigned the claim to a new vendor who informed us the soonest available date for service was 11/1/2019.

Because we are not an emergency service, we contacted the consumer and advised they can wait for this appointment date or can utilize our reimbursement process. Reimbursement is where the consumer contacts a local vendor to diagnose the unit and once approved, we would send a reimbursement check upon receipt of the invoice.

The consumer accepted the reimbursement process and a Claim Reimbursement Form was sent which has the instructions on how the process works. We have yet to receive a diagnosis from the consumer’s vendor as to the cause of failure or an invoice.

In an effort to provide good customer service, the consumer can submit the paid invoice to info@TotalHomeProtection.com for review and possible assistance with reimbursement.

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

www.totalhomeprotection.com

CindyFreehold, NJ

Verified purchase

Customer ServiceClaims HandlingTechPunctuality & Speed

Reviewed Nov. 4, 2019

We had other home protections and we were very unhappy with them. I figured I'd try Total Home Protection, they're a new company. We had a washing machine that wasn't spinning. We called them and filed a claim. Their claims reps were on target and they got to us quickly, and they sent somebody out. The contractor called us 15 minutes before they were coming. They knew what they were doing. Since then, everything is perfect. I'm very happy with Total Home Protection, much more happy than with any I've had. We own the house but we don't live in there, and I wanna make sure that it's running correctly. So, having Total Home Protection is very valuable to me.

Thanks for your vote!

Response from ServicePlus Home Warranty

Nov. 14, 2019

GloriaOrlando, FL

Verified purchase

Customer ServiceCoverageTechRefunds & Payouts

Reviewed Nov. 3, 2019

The tenant told me that he came home and there was water dripping out of the air conditioning vent onto his couch. When he looked up, the vent was all full of water. The float that shuts off the air conditioning failed, so it didn't shut the water and the water kept coming through into his living room. I called Total Home Protection and explained what was going on, but that was a useless call. They did absolutely nothing and my tenant had to pay the $45 service fee for the contractor to come. His ceiling is ruined but Total refused to do anything about fixing the ceiling or painting it. The Total rep got in touch with a supervisor and they got back to us and told us that the mold, the dripping, the painting, and even the part for the float were not covered. Absolutely nothing was covered. Everything was out of pocket so it was a big waste of money.

I'm dissatisfied with Total Home Protection. They didn't do what they were supposed to do. They didn't do what they said they would cover. They did something with the dishwasher though, something to do with the seal of the dishwasher. They did fix that. But as far as air conditioning, they did nothing. And now, we have to get somebody in to paint. I've been with them for a year and a half and we have the platinum Total Home warranty protection. It’s a three or a five-year policy, and I paid everything upfront. If it was up to me, I would cancel the policy. But because I have a tenant living there, I don't wanna do it in case something else happens.

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Response from ServicePlus Home Warranty

Nov. 27, 2019

To Whom It May Concern:

The consumer placed a claim for the air conditioner on 9/2/2019 stating the unit was leaking water. The vendor reported the failure was with a bad float switch and a clogged drain line. The consumer was advised this was a partially covered claim as the failure to the float switch is covered and approved for repair. Per our policy, clogged drain lines are excluded from coverage. Please see the referenced section of the policy below:

V. COVERAGE

A. Air Conditioning System

Note: Coverage available on Air Conditioning units up to a 5-ton capacity, and for residential use only.

7.7 HSPF or higher compliant, except:

cost for crane rentals; electronic, computerized, and manual systems management and zone controllers; commercial grade equipment; refrigerant conversion; leak detections; water leaks; drain line stoppages or drain pans; maintenance; rusted and/or corroded coils; component short to ground; noise without a related mechanical failure; improperly sized units; air conditioning with mismatched condensing unit and evaporative coil per manufacturer specifications; improper use of metering devices (i.e. thermal expansion valves). We are not responsible for the costs associated with matching dimensions, brand or color made. We will not pay for any modifications or upgrades necessitated by the repair of existing equipment or the installation of new equipment. We will pay up to $10 per pound per occurrence for refrigerant. You are responsible for payment of any costs in excess of $10 per pound.

In an effort to provide good customer service, a free service charge fee has been added to the consumer’s policy which will be applied to a future placed claim.

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

www.totalhomeprotection.com

JohnUniontown, PA

Customer ServiceClaims HandlingCoverageTechPriceRefunds & Payouts

Reviewed Oct. 30, 2019

If I could select 0 stars I would. I purchased Total Home Protection home warranty about a year and a half ago. The First time I needed them was I believe January this year. My furnace would keep shutting off and would need reset. After a week of this I decided to give them a call, they took down my information and had a technician schedule an appointment.

A day or so the technician called and asked where I lived. He then proceeded to tell me he does not travel that far, would have been a 2 hour drive. So I called them back. They got someone local. When that technician arrived he checked the furnace and could not get it to duplicate the problem. He looked at the igniters, the nozzle and the burner. He opted to replace the nozzle. He contacted his company and told them what he found. They tried to contact Total Home Protection to get approval for the repair. When they could not reach them he said he would replace the nozzle and turn it in later as other warranty companies approve these.

Later that night while at work I get a call from his Boss stating the warranty company denied the claim and I would have to pay for the Nozzle. I ended up calling them (Total Home Protection) and asked why the part was not covered. They told me it was a maintenance item. After 3 hours on the phone they said they would pay it after I threatened to cancel my policy. I should have just cancelled at this time. Then a couple weeks later my furnace acted up again, I called them back. They said they would send the company back out at no charge to me for the deductible, sorry deductible was $45.00 the first time, the furnace company came out again. He said my control module or something like that was bad and needed replaced.

After the first time he said he was going back to the shop and submit the pictures and report online to them. They called me back the next day and told me yet again the parts would not be covered and that the warranty company is not paying for the call, again I would have to pay for it, the service call and if I wanted the part. Another $100.00 gone. When I asked why it was not covered they said the technician said my OIL FURNACE was dirty and dusty. It's an oil furnace in a double wide, that's 20 years old. Of course it will be dirty and dusty. It sucks the air in the front thru a filter.

On another note I get the furnace serviced twice a year. So, in enters summertime. Do Not Need Furnace. I called about two and a half months ago about my air not reaching the back of the house. They sent out a different company, the other did not want to deal with them anymore, for my air. He said the flow was good and the unit was cooling good. He said he would need to get permission from the warranty company to do a flow test at the registers and crawl under the house to see if there were any leak in the duct work (supposed to be covered). He was leaving and I had to pay him the deductible, He said it was $100.00, I paid. He went back to the office and submitted his write up. Again they denied. They said he said there was no access to the duct work. There is a crawl space and nice big open door to get in there. They would not authorize him to come back and check the duct work.

I called them up and went off again. Threaten to cancel again. They said, "Oh we will pay to reimburse you for the overage on the deductible. Just send in the receipts." That was one manager. Called back to check on it 3 weeks ago. I got, "She quit. Don't worry about it. Got another manager Sean, I'll take care of it and the out of pocket money I paid so I could get my duct work fixed. Just submit the bills here to my email. I WILL TAKE CARE OF IT." That was three weeks ago.

So over the weekend my electric oven decides to explode. Literally, went to walk outside and heard a big woof then flames and then nothing thankfully. I called them to get it repaired get the claim they said 24-48 hours for a tech to get the order. I called yesterday 2 days later. "We don't have anyone on the weekend to do service. You need to wait 24-48 hours from Monday." So me and my fiancée go looking for a stove. I found one good price. Bought it. Thought if they can't repair, they replace No matter the age of the equipment (Right).

So like I said I called them on Monday driving home from getting our new stove. They never answered. Left a call back, they did call back. Had the girl on the phone and she was the one who told me the 24-48 hours from yesterday so that was fine. I'll deal with it. When I asked to speak with the manager about what was going on with my duct work reimbursement. She connected me. The manager came on. I gave her the reason for the call and she said there was no change in the report. Nothing had been done. She ask who I emailed the receipts to, came back on and said they are not paying.

Well this is where I lost it. I told her to cancel my claim for the stove and my policy. She said, "Hang on. Let me check on something." Came back on and said the other manger is not there. I said, "Cancel my policy. Every time I call in all I get is a run around. Just cancel my policy." She comes back on and says, "We will give you 6 months free and waive the $45.00 fee for service calls for 6 months." So that $37.44 a month times 6 comes out to be $224.64. Add in the $45.00 times 6 that's another $270.00. All totaled $494.64. I wanted reimbursed the $55.00 for the service call and $150.00 I paid for them to diagnose the issue. $205.00 and they denied it. They would have saved money by paying my bills and wouldn't. So Please, Please look real hard before buying from them. After being denied that many times I canceled and went with Choice Home Warranty. Costs more but also covers more and yes they cover nozzles.

Thanks for your vote!

Response from ServicePlus Home Warranty

Nov. 27, 2019

To Whom It May Concern:

The consumer placed a claim for a heating system not working on 1/28/2019. The vendor reported that the nozzle had failed as it was clogged with soot/debris. As per the policy this failure is not covered

B. Heating System

Note: Coverage available on units up to a 5-ton capacity, and for residential use only.

NOT COVERED: Chimneys, flues, and liners; cleaning and re-lighting of pilots; concrete encased or inaccessible ductwork; concrete encased or inaccessible steam or radiant heating coils or lines; conditions of water flow restriction due to scale, rust, minerals and other deposits; heat exchangers; cracked heat exchangers; rusted and/or corroded heat exchangers; maintenance and cleaning; calcium build-up; evaporator coil pan; primary or secondary drain pans; fossil and dual fuel control systems and other energy management systems and controls; dampers; asbestos insulated ductwork or piping; electric baseboard heat unless primary heating system in home; filters (including electronic/electrostatic and de-ionizing filter systems); fireplaces and their respective components and gas lines; free-standing or portable heating units; heat lamps; pellet stoves; fuel storage tanks, lines, and filters; gas log systems, including gas feed lines; valves; key valves; oil filters, nozzles, or strainers; humidifiers; inaccessible water/steam lines leading to or from system; backflow preventers; individual space heaters; panels and/or cabinetry; radiant heating systems built into walls, floors or ceilings; registers and grills; secondary units; solar heating devices and components; maintenance; noise without a related mechanical failure; improperly sized heating systems; mismatched systems; and structural components.

In an effort to assist the consumer we authorized the vendor for this repair in good faith.

The vendor contacted us after replacing the nozzle to advise the primary control failed. The consumer was advised that even though this was a non-covered claim we repaired the initial failure in good faith. Due to lack of proper maintenance with the nozzle being clogged with soot/debris, it caused the secondary failure to the primary control. As per the policy this failure is not covered.

VII. GENERAL LIMITATIONS OF LIABILITY

In an effort to provide good customer service, we offered to waive 2 monthly premium payments as well as 2 free service charge fees to which the consumer declined and ultimately requested to cancel the policy.

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

www.totalhomeprotection.com

MarkFayetteville, NC

Verified purchase

Customer ServiceCoverageTechPunctuality & Speed

Reviewed Oct. 30, 2019

I've been with Total Home Protection on-and-off for about 20 years. I am gonna check into American Home Shield and a couple of other ones that my other co-workers are telling me about and make sure I’m getting all the coverage I can get. I don’t mind paying my monthly bill, I just want them to be there when I need them. When the water heater had a problem and I called them, they said that my card expired three months prior. I asked, “Why'd you come?" They said that they could re-establish it and it’d take 30 days before I could make another claim.

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

Thanks for your vote!

Response from ServicePlus Home Warranty

Nov. 27, 2019

StevenLarkspur, CO

Customer ServiceClaims HandlingCoverageTechPrice

Reviewed Oct. 29, 2019

I recommend avoiding Total Home Protection (THP) warranty services regardless of what low price specials they entice you with. I canceled my contract after a couple of years with them and learned how they run their operations. Here’s my story and lessons – read carefully to understand how they “get” you: You will see offers from them occasionally. If you call them you can usually even get a better offer. The price seemed good which is why I signed up. When I received the full terms, you will see a massive amount of exclusions under each of the covered systems areas. There are generally more exclusions than inclusions. It turns out that the excluded items are usually the most common items that occur with normal wear and tear, which they claim to cover. More on this later…

After seeing the lengthy exclusions, I called to cancel within my 30-day free policy. When you ask to cancel, you get transferred to their friendly and nice “managers” (totally different personality than their claims administrators and customer support staff). They can further sweeten your deal and make you some extra special offers – which mine did. They were able to reduce the plan another 25% from what I was originally set to pay, and gave me some free service calls to prove that I would like their service.

About a year into the plan, I had a washing machine issue. The tech was scheduled (it takes about 48 hours to get connected with a contractor who you then have to call). They weren’t aware of my free service call so that took some managing. The tech said the machine was repairable but the repair cost would be more than a replacement, so authorized replacement.

LESSON #1: for replacement, THP will lean on one of the contract terms saying they can offer a cash replacement value instead of actually doing the work. They did exactly this, but the catch is that they offer you such a lowball amount (and do not include anything for labor) that you can’t actually replace the unit for that money. The offered value was about 70% of even great sale prices for washing machines – and I am a very smart shopper. They said they don’t buy machines anymore either, so wouldn’t replace it for me – but the money they offered me was supposedly their “cost”, even though they no longer buy machines?

LESSON #2: About another year later, I had a cooling system issue. The technician said that the issue was a valve part, but also noted that there was rust on another part of the equipment. Sure enough, THP’s terms excluded rust. So even though rust had nothing to do with the actual broken part, THP denied the claim because of rust exclusion. This goes back to my original reason for canceling the policy – their exclusions are so lengthy that they have given themselves literally hundreds of excuses for denials.

I checked into other top-rated warranty companies and they do not have lengthy exclusion lists anything like THP. Between exclusions and low-ball, impossible cash offers for “replacement”, this warranty is obviously not intended to protect you, but rather trick you left and right. That was my final straw so I canceled. Yet again, you go to a nice and friendly manager to save the customer and start the game over again. Learn from my experience and do not use this warranty company.

Thanks for your vote!

SharonFort Worth, TX

Verified purchase

Customer ServiceClaims HandlingTech

Reviewed Oct. 29, 2019

I've been with Total Home Protection for a year now. We had an electrical problem so I called them about it. It was our very first claim. The rep that I spoke with was good and the contractor's service was good too, but his personality could’ve been a little better. Fixing it didn't take him long at all because it was something totally simple that we could’ve done ourselves, but we didn’t realize that. So, we gave him $60 for that.

So far, everything is fine. My only downside is that I thought it was a 24-hour service, but the 24-hour service is just for customer service where you can call in and make a claim. I didn’t realize there wasn’t any service over the weekend. You can only get someone to come out Monday through Friday, and sometimes emergencies pop up. In fact, we did have another little issue and the neighbor was able to help us fix that because it wasn’t something that could wait. So, I wasn’t really too happy about that.

Thanks for your vote!

Response from ServicePlus Home Warranty

Nov. 14, 2019

CarmenElyria, OH

Customer ServiceTech

Reviewed Oct. 28, 2019

My heating system wasn't responding to the thermostat on 10/15/19. Guess what? It's 10/28/19, and I'm still waiting for THP to get a tech to fix the problem! The tech they assigned on 10/17/19, wasn't able to schedule me in until the 20th, after he did the analysis he did not answer my calls or send the needed information to THP. So for me it has been a nightmare! I am waiting to be reassigned! Yes! I call every day, and get the same answer. "You will get an email with the tech that is assigned to you!" I'm 74 and my house is cold!

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Response from ServicePlus Home Warranty

Nov. 25, 2019

To Whom It May Concern:

Thank you contacting us with the above referenced complaint. We at Total Home Protection treat each complaint with the utmost respect and use this feedback to better serve our valued customers. Understandably there are two sides to every story and always look for a fair resolution between all parties.

The consumer placed a claim for a heating system not responding to the thermostat on 10/15/2019. The vendor reported that the compressor was failing due to lack of proper routine maintenance. Per our policy this failure is clearly excluded from coverage. Please see the referenced section of the policy below;

VII. GENERAL LIMITATIONS OF LIABILITY

The consumer contacted us to advise that our vendor was unresponsive and initiated in getting their own vendor out to diagnose the failure. As per the consumer "He found a spider web was not allowing the gas to flow to the pilot. It took him 20 minutes to do the job." This confirms Total Home Protections vendor’s diagnosis.

In an effort to assist this consumer, they may send a copy of the paid receipt to mediation@totalhomeprotection.com for review for reimbursement.

Sincerely,

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

www.totalhomeprotection.com

DanMonroe, NC

Verified purchase

Customer ServiceTech

Reviewed Oct. 28, 2019

We had signed up with one company, and in the meantime, Total Home Protection contacted us and told us that the company that we had just signed up with was under a lawsuit. So, we dropped them and went with Total Home Protection in May to cover for the 30 days in between. The first claim that we had with them was for a pool motor that went out. I submitted a claim through a phone call and we went through an answering service that they have. They said that they have plenty of contractors, but they don't because it took them four days, and I was still calling and asking them to send somebody out. And that was when they said I could get my own.

The contractor that came out was okay. He got the job done. A new motor was put in for the pool, so it's working fine now. But that was our guy because Total didn't have anybody that they could send out. It was a terrible experience, overall. Their response time was bad., and the people in charge of the account were rude and disrespectful. I signed a contract with another company already but we're not leaving Total for sure until next month because they owe us money. They had us pay for the pool repair, and then told us it would be 30 days before we got our check. But we still haven't gotten our reimbursement check back. We can't wait to get it so we can get away from them.

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Response from ServicePlus Home Warranty

Nov. 18, 2019

To Whom It May Concern:

The consumer placed a claim for the pool/spa on 10/05/19 stating the motor is making a grinding noise. Per the policy, noise without a related failure is excluded from coverage. please see the referenced section of the policy below:

VII. GENERAL LIMITATIONS OF LIABILITY

This Agreement does not cover mechanical failures resulting directly or indirectly from or caused by mold, mildew, mycotoxins, fungus, bacteria, virus, condensation, and/or wet or dry rot regardless of the source, origin, or location and any other cause or event contributing concurrently or in any sequence to the mechanical failure. We are not responsible for drywall or rough finish repairs on not covered claims.

We spoke with the consumer on 10/7/19 and advised of this information, to which the consumer stated the motor is not turning on. We advised we can dispatch a vendor within 24-48 business hours as per the policy.

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

On 10/8/2019 the consumer called in for an update, to which it was advised we are diligently working to secure a vendor to the claim. The consumer was offered our Reimbursement process as an option which was accepted. On 10/9/19 the consumer called in with the vendor. The vendor reported the failure was the motor failed and needed to be replaced along with the motor mount. The claim was approved and the consumer was advised with the paid invoice the reimbursement would be processed. We received the paid invoice and the consumer was advised the check processing time fame is 30 business days. The check is still in process.

In an effort to provide good customer service, a free service charge fee has been added to the consumer’s policy which will be applied to a future placed claim.

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

www.totalhomeprotection.com

JosephColumbus, OH

Verified purchase

Reviewed Oct. 24, 2019

ANNA MARIE was very pleasant to work with. She was the reason I bought two policy!! I will definitely will give ANNA MARIE email to some of my neighbors and let them know the experience that I had with her today.

Joe

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Response from ServicePlus Home Warranty

Nov. 14, 2019

MarshaCross Roads, TX

Verified purchase

Reviewed Oct. 23, 2019

I was very impressed with our representative. He was very knowledgeable and tried very hard to offer us several different programs. Unfortunately, we can not take advantage of better deals at this time. We will use the smaller package for now and maybe increase it later. Thanks for now.....

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Response from ServicePlus Home Warranty

Oct. 24, 2019

SteveChicago, IL

Claims HandlingTech

Reviewed Oct. 21, 2019

I've been with Total Home Protection for about seven years. Initially, when I was doing research, I heard good things about Total Home Protection. And whenever I’ve needed anything done, they have been responsive about everything. So, there’s no need for me to change it. I go online to file my claims with them and their process is very smooth and straightforward. I filed a claim when I had some issue with my water heater, the contractors that were sent out were great. In fact, they found the problem and told me what needed to be done, and took care of that.

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RudyToms River, NJ

Verified purchase

Reviewed Oct. 10, 2019

Very professional and friendly sales person. He went over the policy and explained everything, also answering all of my questions and explain all of my options. He also created a payment schedule that satisfied my budget. I look forward to working with you in the future.

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Response from ServicePlus Home Warranty

Oct. 24, 2019

NawalFedaral Heights, CO

Verified purchase

Customer Service

Reviewed Oct. 10, 2019

To get to management after too may hours and days Bad. Hard to communicate about our membership. I wish the sale dep did push me to buy but when send my info or contract serviced did not. Yes Bee Company collected two large payments almost half the total but did not provide me with his services. No I was able to contact anybody even when I succeeded after 4 hours to 3 days he promised to me like he promised to email if. His name is Keith. Also everybody I talked to somebody else and didn't get nowhere so communicate with the company or to get to the proper person. It's like hell. I wish I didn't buy into it. I would not recommend it for nobody.

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Response from ServicePlus Home Warranty

Oct. 24, 2019

To Whom It May Concern:

The consumer placed a claim for the refrigerator on 8/7/2019. During the initial claim call-in questionnaire, we asked the consumer when was the last time the unit was working properly, and the consumer stated “one day ago”. This would make that date 8/6/2019. As per the terms of service:

This Agreement does not cover any known or unknown pre-existing conditions.

Coverage applies to the systems and components mentioned as “covered” in accordance with the terms and conditions of this Agreement so long as such systems and components are in place and

in proper working order on the effective date of this Agreement.

Coverage went into effect on 9/4/2019. Being that the unit was not working properly on 8/6/2019, this is the absolute definition of a “pre-existing condition” and NOT in proper working order on the effective coverage start date of 9/4/2019.

The consumer then placed another claim for the refrigerator on 9/11/2019 stating the unit was not cooling. The claim was placed on hold and the consumer was advised we will need a proof of repair showing the unit had been fixed from the previous non-covered claim placed on 8/7/2019. The consumer advised the unit was not repaired.

In an effort to provide good customer service, we offered $100.00 goodwill towards this non-covered claim which was accepted.

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

www.totalhomeprotection.com

DimaSomers Point, NJ

Verified purchase

Customer ServiceClaims HandlingTech

Reviewed Oct. 9, 2019

I bought 3 years worth of Total Home Protection in March. This Sunday My heater broke. So I called and filed a claim. Was told by rep that within 24-48 hours they will send a technician. It did not happen. I called again on Monday and was told to wait again because “all technicians are busy” I called again on Tuesday and was told that my claim was assigns to a different technician and I will be contacted today. It did not happened. It has been 3 days now without a working heater. So I had to google closest random HVAC technician myself and in 1 hour later heater was fixed. Total Home Protection provides no protection. I do not recommend this company.

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Response from ServicePlus Home Warranty

Nov. 14, 2019

To Whom It May Concern:

The consumer placed a claim for the heating system on 10/6/2019 stating the unit was not turning on. As we are not an emergency service, the policy advises a vendor will be assigned to the claim within 24-48 business hours of placing the claim. on 10/8/2019, we assigned a vendor to the claim. The consumer did not notify us that the assigned vendor missed their scheduled appointment. When this happens and the consumer advises of a missed appointment, the claim is reassigned and a new vendor is assigned within 24 business hours. On 10/10/2019, we received an invoice from the consumer from a vendor of his own choosing, who reported the failure was a bad flame sensor. The consumer had already paid for the repair to the vendor. Per our policy, we do not reimburse for work done without a prior authorization. Please see the referenced section of the policy below:

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

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

In an effort to provide good customer service, we reimbursed the consumer per the invoice provided less the service charge fee in the amount of $288.00 which was accepted.

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

www.totalhomeprotection.com

SameerBerwyn, PA

Customer ServiceClaims HandlingCoverageTech

Reviewed Oct. 7, 2019

Please beware of this fraudulent company. They do not want to cover nor pay for any repairs. 1. It takes forever for this company to find a contractor. 2. I had to find a contractor myself for all the claims I filed. 3. Once the diagnostics for the repair are provided, Total Home does not want to cover the repair or replacement. They provide some excuse or the other to buy out the appliance so that they are not responsible for the repair or replacement costs.

4. The buy out amount offered is a standard $100 and they expect you to buy a new dishwasher or washer in $100 5. Total Home was going to send me 2 checks for 2 separate claims since they decided to buy out the appliances. Been over 10 weeks, no checks yet in spite of multiple followups. Excuses like 'printer machine was down', 'issues with AP department'.... are given all the time. The amounts that the Resolution manager offers and promises is different when you speak to a customer service or supervisor. Please stay away from this company that engages in such fraudulent processes!!!

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Response from ServicePlus Home Warranty

Nov. 14, 2019

To Whom It May Concern:

The consumer placed a claim for a plumbing stoppage on 4/3/2019 stating the sink was not draining. We assigned a vendor on 4/4/2019 which is within the 24-48 business hour timeframe as described in the policy. The vendor reported the failure was a stoppage in the sink of the master bathroom. Per the policy, this was a covered claim and the vendor was given authorization to complete the repair.

The consumer then placed a claim for the air conditioner after business hours on 7/23/2019 stating the unit was not turning on. We assigned a vendor on 7/26/2019 to service the claim. Shortly after the vendor was assigned, the consumer requested to find their own vendor to take care of the claim, and a reimbursement form was emailed. We have yet to receive a diagnosis from the consumer’s vendor or an invoice/reimbursement form associated with this specific claim.

The consumer then placed a claim for the dishwasher on 9/18/2019 stating the unit was not coming on. While placing the claim, the consumer advised the customer service representative they would like to use their own vendor to service the claim. The vendor reported the failure was with the main control board. Based on the age of the unit as well as the failure, we determined in order to provide a long term solution to future potential issues, the best course of action is to provide the consumer with funds to put towards the replacement of the unit. Please see the referenced section of the policy below:

VII. GENERAL LIMITATIONS OF LIABILITY

responsible for installation. The cash settlement shall be in an amount not to exceed the depreciated value of the component, system, or appliance being replaced. In the event you elect to use the cash back funds to repair rather than replace your system or appliance, said system or appliance will no longer be covered by THP.

In an effort to provide good customer service, a free service charge fee has been applied to the consumer’s policy which will be applied to a future placed claim.

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

www.totalhomeprotection.com

ReggieDallas, TX

Verified purchase

Claims HandlingCoverageTechPrice

Reviewed Oct. 4, 2019

I’ve had a good experience with Total Home Protection and I’ve only used them a couple of times. Everything was fine when I submitted a claim and it was fairly minor. The service provided by the representative who answered the 800 number was satisfactory. Then, the contractors who came out were very good too. I've had Total Home Protection since December and I chose them them over other companies after I looked at everybody then saw that some of Total's reviews were good. They cover everything that I needed and the price is okay.

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Response from ServicePlus Home Warranty

Oct. 24, 2019

AlmaOklahoma City, OK

Verified purchase

Claims HandlingTechPunctuality & Speed

Reviewed Oct. 3, 2019

So far, I’ve been satisfied with Total Home Protection. When I made a claim, it was fairly easy. I liked that it did not take long for someone to come out to my home. The contractors were very good at their jobs, very respectful and nice. The service was fast and easy and it was a good experience.

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Response from ServicePlus Home Warranty

Oct. 24, 2019

BarbaraWimauma, FL

Verified purchase

Claims Handling

Reviewed Oct. 2, 2019

Total Home Protection did what I asked them to do. I went online to file the claim and it was easy for me, but it wouldn’t be for an older person who’s never worked. I'm a retired comptroller from the air force, so I've been used to computers all my life. The commode kept running and I knew what was going on. The inside needed to be repaired. When the contractor came he found that both bathrooms were that way. One was worse than the other, but they both need the insides done. So he took pictures, called into the office and did the repair. He was also very friendly.

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Response from ServicePlus Home Warranty

Nov. 14, 2019

EileenVan Alstyne, TX

Verified purchase

Customer ServiceClaims HandlingTechOnline & App

Reviewed Oct. 1, 2019

I came home from vacation and my air conditioner was not cooling. I called Total Home Protection and I had a tech come out and fix it within three days. He was fine. My experience was good. I’ve also had a recent claim in the last four weeks for the air conditioner because it was not cooling again. I filed that claim out on the website, and that one has been much more of a challenge. The first guy came out, and he had to go upstairs and look at the unit. The unit is in my attic that you get access through a bedroom closet. And he went up and did that, and he never really told me what was wrong. So, that took about a week to finally get out that their company did not have a technician of a size who could get up into my attic and figure out what was wrong with the unit, and Total Home needed to find another company with a smaller technician that could get in my attic.

We hem-hawed around and back and forth, and I got somebody else up there. Somebody else came out and looked at it. He got up in the attic and he was very noncommittal and said he would have to go back to his company and talk to them. So, three days later, I made a phone call again to Total Home and they said that my claim had been denied because the guy said that the air conditioner was not installed to code, and they could not work on it. They told me that because it’s in the attic, there was no platform and nothing for the technician to get up there and work on it. In other words, I don’t have an attic that’s completely decked. They also said that because of the debris around the air conditioner, they could not work on it, and that it had not been maintained properly. My house was built back in the 80s, and this air conditioner is original to the house.

One of the things that I’m dissatisfied with is I’m the one that kept having to make phone calls. So, the second company that came out and went up in the attic, I tried to call them back several times. I probably left three messages. I got a hold of the technician one time and talked to him, and he couldn’t remember. He’d have to go back and look at the invoices and see if he could figure out which one it was. So again, I left a voicemail with a name, phone number, and I said, “I believe I, at least, deserve the courtesy of a callback to tell me what in the world is going on.” After that, I called Total Home back, and the guy that was supposedly in charge of my claim said that he was just getting ready to send me an email. It’s not cool in Texas right now even though it’s October. So, it has been a pretty miserable month.

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Response from ServicePlus Home Warranty

Oct. 9, 2019

To Whom It May Concern:

The consumer placed a claim for the air conditioner on 9/9/2019 stating the fan was not cooling properly. The vendors reported the failure was the unit was completely out of Freon and leaking at the evaporator coils. It was also advised that there was a lack of access and no decking on the unit which is a code violation. Per our policy, this failure is excluded from coverage. please see the referenced section of the policy below:

VII. GENERAL LIMITATIONS OF LIABILITY

G. This Agreement does not cover any costs associated with construction, carpentry, or other modifications made necessary by the repair or replacement of existing equipment or installing different equipment. This Agreement does not cover any costs associated with any upgrades or modifications to comply with federal, state, and/or local law, code, regulation, or ordinance. All such costs are your

responsibility.

ceilings, or to move such fixtures, cabinets, or personal property to perform a diagnosis or service, we are not responsible for restoring such openings, items, or property. This Agreement does not cover any costs associated with equipment to gain access or permit serviceability such as but not limited to scaffolding.

In an effort to provide good customer service, we can assist the consumer with $150.00 goodwill towards this non covered claim.

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

www.totalhomeprotection.com

BobSomerset, NJ

Verified purchase

CoverageSales & Marketing

Reviewed Sept. 30, 2019

Anna ** is a sweetheart; she deserves a promotion. Now let's just hope the service is as good as the sales pitch made by Ms. **. Looking forward to the sleeping insurance this plan appears to offer which by comparison, is head and shoulders above competitors.

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Response from ServicePlus Home Warranty

Oct. 2, 2019

MariaHouston, TX

Verified purchase

Customer ServiceClaims HandlingTechPunctuality & Speed

Reviewed Sept. 30, 2019

I just purchased my home, and Total Home Protection was the first that called me and made an offer. We had good service from the contractor that came out for our plumbing system. The contractor was an older man. He was really very nice. He would answer all my questions, all my concerns, and he took care of whatever needed to be done very quickly. And what I like best was that, it was for one day only.

When I submitted the claim with Total Home Protection, I called, and they made the report, and then the next day, I got a call from the man that came to work. The only thing was there was a confusion where the lady I spoke to did tell me that they were gonna call me or email me from the people that were gonna come fix the plumbing, and I never received an email or anything. I just got a call the following day from the man that came to my house. But other than that, it was great service.

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SandraMarkham, IL

Verified purchase

Customer ServiceCoverageTechPrice

Reviewed Sept. 29, 2019

I’ve had some good contractors from Total Home Protection, but I've had some messy ones too. Sometimes, it’d be two or three weeks before I can even get them out here. They tell lies and try to make it seem like it’s my fault. There was one time when I called to say I have an electrical problem. The guy was gonna fix just the outlet so I said, “Well, don't come. I have an electrical problem, not an outlet.” I also had my hot water heater burst. I pay Total Home Protection a monthly charge and a charge when they come out here, but then, he wanna charge me 300 and something dollars extra to fix it when it’s supposed to be insured to be fixed. I said that was a total rip-off. I'm ready to drop the plan.

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Response from ServicePlus Home Warranty

Oct. 9, 2019

To Whom It May Concern:

The consumer placed a claim for the electrical system on 7/30/2019 stating that there were 3 electrical issues located in the kitchen and 2 separate bedrooms. The vendor reported the failure was a light switch and GFI outlet in the kitchen needed to be replaced, an outlet in the upstairs bedroom had burned out and needed to be replaced, and a light switch in the downstairs bedroom was shorted out and needed to be replaced. The vendor also advised he checked for circuit overloads or power failures to ensure there was not a deeper issue which came back to be no further problems. We gave the vendor authorization to complete the repairs. If the repairs still have not been completed and the vendor needs to go back, the consumer can call the vendor directly to schedule an appointment for repair.

The consumer then placed a claim for the water heater on 9/4/2019 stating there was no hot water coming. The vendor reported the failure was with the thermocouple had failed and needed to be replaced. This claim was covered and authorization was given to the vendor to complete the repair.

After the replacement of the thermocouple, the vendor found that the gas valve failed and needed to be replaced. The vendor spoke with a representative from our Authorizations department who confirmed the failure to the gas valve was caused by the failure of the thermocouple. Per our policy, secondary damages/failures are excluded from coverage. Please see the referenced section of the policy below:

VII. GENERAL LIMITATIONS OF LIABILITY

In an effort to provide good customer service, we offered $70.00 to the consumer to help with the cost of the non-covered failure of the gas valve which was accepted.

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

www.totalhomeprotection.com

VinitaFlorissant, MO

Customer Service

Reviewed Sept. 28, 2019

I called total home about my fridge not working and they sent someone out to check. MARQUEL tech said it was a switch and total home will replace it. Total home called next day and said they will not replace it because tech said it had a leak I have email from tech and from sears stating fridge non repairable not that it has a leak I spoke with Tommy mgr from total home SEVERAL SEVERAL TIMES and he said they will not replace it and this case will be closed. All I can do is get second opinion on my own and get diagnosed of fridge and submit it to them and they will go from there. I NEED MY REFRIGERATOR REPLACED SOON. Tech says its a switch not a leak.

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JanetNewberg, OR

Verified purchase

Tech

Reviewed Sept. 28, 2019

All my appliances are working. They're all pretty old, but I had a lady come out and clean my oven because it caught on fire at the bottom with the grease on it. Other contractors have been great too! There was one time when a guy came for a simple job. He was honest about the whole thing and knew what he was doing. It was a good service.

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LauraKingman, AZ

Verified purchase

Claims HandlingCoverageRefunds & Payouts

Reviewed Sept. 27, 2019

I filed a claim with Total Home and they didn't have the issue fixed. It has something to do with a clogged line. Not only did I pay the $75 service fee, I also paid the guy out of my pocket to fix it because it wasn't covered. Right at the moment, I'm not too happy that I paid for several years' worth.

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Response from ServicePlus Home Warranty

Oct. 9, 2019

To Whom It May Concern:

The consumer placed a claim for the air conditioner on 8/12/2019 stating the unit was leaking water and not cooling properly. The vendor reported the failure was with a clogged drain line. Drain lines are cleared out when regular routine maintenance is performed. Per our policy, maintenance related failures are excluded from coverage. Please see the referenced section of the policy below:

VII. GENERAL LIMITATIONS OF LIABILITY

D. This Agreement covers only repairs and/or replacements due to mechanical failure attributable to ordinary wear and tear. Accordingly, the Agreement does not cover failures which may result from other causes, such as without limitation abuse; misuse and/or neglect; lack of maintenance; rust and/or corrosion; chemical or sedimentary build up; lightning strikes; missing parts; animal, pet and/or pest damage; power failure; power surge; fire; casualty; acts of God; structural and/or property
damage; flood; smoke; earthquake; freeze damage; accidents; war; acts of terrorism; nuclear explosion, reaction, radiation or radioactive contamination; insurrection; riots; vandalism; or intentional destruction of property. This Agreement does not cover mechanical failures resulting directly or indirectly from or caused by mold, mildew, mycotoxins, fungus, bacteria, virus, condensation, and/or wet or dry rot regardless of the source, origin, or location and any other cause or event contributing

concurrently or in any sequence to the mechanical failure.

In an effort to provide good customer service, a free service charge fee has been added to the consumer’s policy which will be applied to a future placed claim.

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

www.totalhomeprotection.com

PaulinePhiladelphia, TN

Verified purchase

Customer ServiceClaims Handling

Reviewed Sept. 26, 2019

We’ve had Total Home Protection for a number of years and have had several issues. First being they would not provide the state licensing information on the first person that they sent. I never wanted that person back in my home again. I don't think the person was a good representative for Total Home. And Total Home's follow-up has been lousy. We’re still waiting on a follow-up from the last call, and the person hasn’t called back yet. And only because the air conditioning’s working have we not pursued it. Also when we call the number that they have to submit a claim I don't think there’s a sense of urgency with their rep. If I had not purchased a three-year policy this time around, I would have not gone with them again.

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PeterRedondo Beach, CA

Verified purchase

Claims HandlingCoverageTech

Reviewed Sept. 25, 2019

Total Home Protection was recommended by a friend. When we submitted a claim, we had to wait 48 hours before they got back to us. The contractor that was sent was good, but we had to argue with the adjuster that the part is covered. We had the ice machine and clothes washer. And first, they said, "Well, it's not covered." But I told them I paid extra for the ice machine to be covered. After a little arm bending, they decided they'd cover it. So, I was telling my wife maybe we just don't need that coverage anymore.

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Response from ServicePlus Home Warranty

Oct. 9, 2019

To Whom It May Concern:

The consumer placed a claim for the refrigerator on 8/3/2019 stating that the unit was not working. The vendor reported that the failure was the ice maker shorted and needed to be replaced. We advised the consumer that claim was covered and the cap for the ice maker coverage had been met, and any balances outside of the cap would be due to the vendor at the time of repair.

The consumer then placed a claim for the clothes washer on 9/8/2019 stating that the washer was making a loud sound and the door would not open. The vendor reported the failure was the drain pump had shorted out, when in turn shorted out the door switch. We advised the consumer this was a partially covered claim. We authorized the replacement of the drain pump and also informed that since the door switch failed due to the drain pump this was a secondary failure. Per our policy, secondary damage/failures are excluded from coverage. Please see the referenced section of the policy below:

VII. GENERAL LIMITATIONS OF LIABILITY

In an effort to provide good customer service, a free service charge fee has been applied to the consumer’s policy which will be applied to a future placed claim.

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

www.totalhomeprotection.com

CharlesHenderson, NV

Claims Handling

Reviewed Sept. 24, 2019

It took them a week to tell me that my refrigerator wasn’t worth fixing and that they decided to do “buy out.” My renters had to live without a fridge for over a week and half until I could just buy a fridge for them. Their contract is a Big Lie stating “Don’t be left holding the bag and they will fix or replace” since the $250 is hardly enough to buy another fridge that they're proposing; they also tell you it takes 30 business days (6 weeks) to receive their buy out of the claim. They should rename them “Total Scammers.” Do not get ripped off by these jokers.

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WilliamSummerville, SC

Verified purchase

Tech

Reviewed Sept. 24, 2019

Total Home Protection has good service. We had one problem so far that was taken care of immediately, and we had no problem at all. My wife called them. Their rep was very courteous, kind, and answered my wife’s questions. He let her know who would be coming, and that he would contact us, which he did. It all worked to perfection. We set up an appointment, and I couldn’t believe how fast the contractor was gonna be able to come and look at the garbage disposal. He arrived and he was very friendly, very courteous, and was just what you want from someone who’s coming into your house and doing something. He took care of what the problem was. My wife was happy, and I’m happy too when my wife is happy. The gentleman that came was perfect. You couldn’t ask for better. We ended up not having to pay anything, so that’s even better. We’re back up and running. Anyone that’s interested in Total Home Protection's product will be happy they use it.

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KrisWillowbrook, IL

Customer ServiceCoverageTechRefunds & Payouts

Reviewed Sept. 23, 2019

I have the most awful experience with this company. Whatever needed the repair in my house they say it is in the contract. They have the option of buy out policy. Giving you an one of the examples. My dishwasher broke. Their tech came to the house and told me they need to replace one of the parts which is covered by this warranty service and will cost me $500. When he called the customer service to let them know what needed they told him and Aldo me they will give me $120.00 and it is in the contract. This is just one thing. When you are getting this service PLEASE BE AWARE what you are getting into.

Another example is my air conditioner. It broke in the weekend and I have days old grand baby. I called them right away and the rep told me customer service is not available in the weekend. Call the technician and they will reimburse. I got the technician and had it fixed. Called them for reimbursement. Customer service supervisors read off what is in the contract and said I didn’t get authorized and denied. I was telling them to check the log and their own people told me to get it done but no luck. These are the few examples and I can go on and on. This is the worst company to get the warranty service from. Sales people say if they can’t fix They will replace big true at all. I am VP of a company and this is the worst customer service and worst company I came across.

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TattamangalamSterling, VA

Verified purchase

Customer ServiceTech

Reviewed Sept. 22, 2019

I took THP warranty last year 2018 for 5 years. Last week, 9/15 my dishwasher and ceiling fan had problem and called THP as I have the warranty. I was assigned claim # ** and 91 for two items referred above along with the contractors name. Last Wednesday after calling the contractor several times he showed up to look to the problem and mentioned that he will refer to THP the problem to get their approval to repair it. I have been calling the contractor every and following up but no response. I called THP on Friday 9/20 at 9.45 am and reported the matter to the lady Ms. ** who spoke to me and she said she will refer it to diagnostics.

Same afternoon a lady called Ashley ** called and said I need to get a 12 foot ladder for the contractor to look at the fan. She was very bad and did not well. Later I called and reported the same to one Mr. ** at consumer desk. It is Sunday 9/22/19 and nothing is done and the contractor does not show up as promised. My complete weekend is spoiled due to this contractor who took my money $90/- service fee and vanished. To complete, my first experience is horrible with THP and their staff and contractor. I strongly suggest that people should not take warranty with company as you will be cheated..

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K.Tx, TX

Verified purchase

Customer ServiceClaims HandlingPunctuality & Speed

Reviewed Sept. 21, 2019

I was looking for a home warranty. I got a few quotes from a few people and then I just decided on Total Home Protection. I called when I submitted a claim and then I got an email saying I had to call this specific person, for the company that was coming out, which I thought was a little odd ‘cause I figured everything would just be set up from the beginning, but it wasn’t. And then I put in two claims. One person for the AC came and one person for the oven came. The AC was pretty easy. The lady showed up on time then she walked to the house and said there was nothing wrong. The only option I had was if I wanted to add a ducting instead of having so many split-off of one duct because there’s like two splits, I would have to add another line.

The oven, though, was very frustrating. The guy showed up on time and then he diagnosed the problem. But getting him to come back out to replace the element in the oven just seemed like really difficult. The time didn’t match up with my work schedule or he would present a time that wasn’t effective, like didn’t work for me. The last time, he asked if he could come between 9:00 and 11:00 in the morning on a Saturday, which I agreed to, and then he showed up late, and that was his own time. He didn’t come until almost noon or just after noon, and I was trying to get ready for a wedding. But everything’s working fine. The oven’s back and running, and then the AC was just all the splits, there was less air since it splits off.

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DebraBartlett, TN

Verified purchase

Price

Reviewed Sept. 20, 2019

I just renewed my warranty with y'all again!!! Your representative Eddie was very kind and attentive to my needs. Therefore making it very easy for me to renew at the same great rate and service charge. I look forward to another great year with Total Home Protection! Also I plan to take full advantage of your Refer a Friend program with my family and friends as well. Thanks again to Eddie for letting me know about this wonderful program! I wish this company a successful upcoming year!!!

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Response from ServicePlus Home Warranty

Oct. 2, 2019

JohnSalem, NH

Verified purchase

Customer Service

Reviewed Sept. 20, 2019

I was told the package would be emailed to me within a few days. It has been a week, and still no email from Total Home Protection. Please send me the email package ASAP. I would like to review it to verify that it contains all the details that I agreed to. Thank you in advance, John **

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MichaelCocoa, FL

Verified purchase

Coverage

Reviewed Sept. 19, 2019

Experience with THP agent sign up process, benefits coverage. He described everything that's going to be covered and the monthly costs were affordable. As a disabled veteran it had to be something that would fit in my budget and cover all my appliances that I have after 30 days. Since I still have to pay off the car that I bought my wife two months before she passed away last year. The first new car she had ever gotten. I can't say enough about the peace of mind that this gives me.

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Response from ServicePlus Home Warranty

Oct. 2, 2019

MicheleMiami, FL

Verified purchase

Customer ServiceClaims HandlingTech

Reviewed Sept. 19, 2019

My prior policy went out of business so I googled and I found out about Total Home Protection. I’m a single mom with not a lot of income, and if I have a problem with my home, I need it repaired. I don’t have a lot of money, so I got me a warranty. I have a recent claim on my refrigerator but I withdrew it because I didn't know I had $1,000 deductible and I only had a $500 damage. As far as submitting claims with Total Home Protection, I don’t like the way they work. I always follow up with the phone. I don’t like it too much because they sub the business out, but it is what it is.

The guy that repaired the refrigerator was excellent. He resolved the issue. I'm not happy with the AC guy, though. I don’t think he knew what the heck he was doing. And then I ended up paying, out of my own pocketbook, 125 to an independent guy and he fixed the problem. I ended up contacting a friend’s husband that owns an air conditioning company, and for 125, he was able to repair my unit. I was dissatisfied with the AC guy. But then that same company does refrigeration and they repaired my refrigerator problem, so it’s the tech. It’s not the company.

Overall, I’m not that happy with my experience with Total Home Protection because they sub their business out, but it’s better than nothing. The other company that I had for 10 years went out of business, but they were excellent. They work for the company and the response was quicker. With Total Home Protection, they email you and then you have to check your email and then it’s a hassle. It takes too long for them to come out. But I’m gonna keep them because it’s only like $45 a month and it’s better than nothing.

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SusanRhome, TX

Claims HandlingTech

Reviewed Sept. 18, 2019

I purchased platinum plan with the ice maker coverage. My claim was for my ice maker not working. They sent an authorized repairman and the parts are no longer available. They refuse to replace the refrigerator.

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FrankSan Tan Valley, AZ

Verified purchase

Customer ServiceClaims Handling

Reviewed Sept. 17, 2019

We had an electrician come out to do some work, and they were johnny-on-the-spot. However, my claim on an air conditioner was quite bad. I have my property manager person on there with me, and the houses are down in Arizona. She called them and waited for them for a day, but they did not show up. They said, "Well, we don't work weekends." So now I have a house that is 115 degrees outside and four days without anybody showing up. There is a law down there that you cannot go more than 48 hours without air conditioning if you own a property. So, I made sure to call someone else. My property manager has other properties to take care of, and she cannot sit on the line for 45 minutes waiting for someone to respond to her call, too. So, she suggested to me, and I agree with her, that I should terminate our contract with Total Home Protection for all three properties I have.

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EfrainDeland, FL

Verified purchase

Customer ServiceTechPunctuality & Speed

Reviewed Sept. 16, 2019

I have a washer and dryer from Sears that would not work at all, so I gave Total Home Protection a call and the contractor came in prompt. When you call Sears, they schedule you for a week. Total Home Protection's contractor was awesome. They were fast and reliable, and the technicians were awesome. They were courteous, professional and nice. They knew what they were doing, too. I'm glad I have them. Since they have been out, everything has been excellent. THP is a win-win.

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Response from ServicePlus Home Warranty

Oct. 2, 2019

KaronSilsbee, TX

Verified purchase

Customer ServiceTech

Reviewed Sept. 15, 2019

My AC worked for a little bit, but it burned up. They cut the back breaker off and the fan motor came off. He put a bigger fan motor on it and the screws broke off in there. My husband knew the guy broke the screw off, but he did not fix it. The man nearly burnt my house up and shocked himself three or four times. He tore the inside of the air conditioner and the wires up. It was horrible and I would not recommend him. I called Total Home Protect again and it took four days for a new contractor, Kevin from TrueTemp from Buna, to come out. I had to call him, and then I got a letter in the mail before the guy came out. He was nice.

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ShandaEssington, PA

Verified purchase

Customer ServiceTech

Reviewed Sept. 14, 2019

The toilet was leaking so I filled out a claim with Total Home Protection online. I didn’t hear from anybody for about three to four days. Then, I called in and I was told that they had no plumbers in my area and that I should find a plumber. Did I know a plumber that could service my toilet? And when I said, “No,” they said, they would look for one. I asked how long it would take them and they said between seven days.

It took them about three days to find a plumber and we were seven days out then. Once they found the plumber, everything went smoothly. But I asked why was I not informed when I signed on to this contract that they had zero vendors for plumbing in my area and what other vendors do they not have in my area so that I will know. Those questions were not answered. I have something broken in my house now, and I’m going to call Total Home Protection. If I am told that they don’t have a vendor, I’m gonna be very dissatisfied. And I’m coming from four or five years of dealing with another home warranty company, which was American Home Shield and then Choice. So, I do not like being told that I don’t have a vendor in my area.

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DonaldFayetteville, NC

Verified purchase

Claims HandlingCoverageRefunds & Payouts

Reviewed Sept. 13, 2019

Hello fellow consumers out there. I have been using different home warranty plans for the past 20 years. I recently switched to Total Home Protection (seven months), I paid up front for three years providing total coverage for three homes. The cost for the three years of coverage was three thousand dollars and some change. One home is my primary home. The other two are investment properties.

To make a long story short, I personal processed four claims (work orders) only one was properly taken care of. The other three heater system ($1000.00), I replaced a unit out of pocket; two refrigerators had problems from the two different rental properties, I replaced out of pocket another $800.00 for both units. You can’t leave your tenants hanging. Bottom line, Total Home Protection is a sham, poor service. The second refrigerator work order took 10 days before I was even contacted by the designated company, no exaggeration. I hired another company and fired Total Home Protection. Very poor service overall, not reliable, a total rip off. Due to the process of pro rate, I only received $1600.00 back from $3000.00 and some change (only seven months of coverage). Do not waste your hard earned money on Total Home Protection, substandard service overall.

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BrendaMansfield, IL

Verified purchase

PriceOnline & App

Reviewed Sept. 13, 2019

Daniel was very helpful and answered all my questions. I would definitely recommend this to my friends. It was easy to set up and the web site was easy to maneuver. Setting up a contract was easy and quick. Daniel was able to lock me in at a reasonable monthly price and a reasonable service call price. Thank you so much!

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Response from ServicePlus Home Warranty

Oct. 2, 2019

DarinGretna, LA

Verified purchase

Claims HandlingTech

Reviewed Sept. 13, 2019

Everything went fine when I filed a claim with Total Home Protection by phone. The air conditioner wouldn’t turn on and it took two days for the contractor to come out. They said the capacitor went out and so far, since the repair, everything has been good with the air conditioner.

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Response from ServicePlus Home Warranty

Oct. 2, 2019

VanRoanoke Rapids, NC

Verified purchase

Customer ServiceClaims Handling

Reviewed Sept. 12, 2019

I called to enroll. Allen took my call and was very nice. Allen made sure he answered my questions and read over the plan. I had received calls prior so I was familiar with the plan and was prepared to enroll with Allen. If the claims department and other customer service agents are as good as Allen I’m sure I’ll be completely satisfied years to come.

Sincerely,

Van

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Response from ServicePlus Home Warranty

Oct. 2, 2019

RebeccaColumbia, MO

Customer ServiceCoverageTechRefunds & Payouts

Reviewed Sept. 12, 2019

When looking for a home warranty, stay away from Total Home Protection. They seem to have a low monthly charge, and a low deductible, but their service is terrible. We had problems with our pool pump and our A/C unit. The fine print is, for your pool, it is $500 a year repairs which includes labor! Everything on a pool costs more than that! On our A/C unit, the unit was freezing up. The fine print doesn't cover coils or leaks....which is 90% of an A/C repair.

As for calling in a service request, the pool request to almost 7 days for a response. I had to call them. They were looking for someone to repair our pool, which no one called and told me that. On the A/C unit, I still haven't received a call letting me know if a technician will be out. They want to push you into getting someone out yourself, so you pay out of pocket, and they only have to pay the minimum amount, and you have paid the rest. Horrible, horrible warranty company! Buyer beware!!

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Response from ServicePlus Home Warranty

Oct. 10, 2019

To Whom It May Concern:

The consumer placed a claim for the pool on 8/31/2019 stating that the pump was not turning on. The vendor reported the failure was with the main pool pump has locked up and needed to be replaced. This claim was approved, and the CAP on the coverage was sent to the consumer to help cover the cost of the repair. The CAP is advised in the description of coverage for this specific item. Please see the referenced section of the policy below:

VI. OPTIONAL COVERAGE

A. Pool/Spa Equipment

Note: Shared equipment is covered. If equipment is not shared, then only one or the other is covered unless an additional fee is paid.

COVERED: Above ground components and parts of the pumping, and filtration system including pool sweep motor and pump; pump motor; blower motor and timer; filter; filter timer; gaskets; timer; valves, limited to back flush, actuator, check, and 2 and 3-way valves; relays and switches; above ground plumbing pipes and wiring, except:

NOT COVERED: Portable or above ground spas; access to pool and spa equipment; lights; liners and tile; jets; ornamental fountains, waterfalls and their pumping systems; auxiliary pumps; pool cover and related equipment; fill line and fill valves; built-in or detachable cleaning equipment including, without limitation, pool sweeps, pop-up heads, turbo valves, skimmers, chlorinators, and ionizers; fuel
storage tanks; disposable filtration mediums; heat pump; heaters; control panels; control boards; multi-media centers; dehumidifiers; salt water generators and components; salt water systems; cracked or corroded filter casings; grids; cartridges; maintenance; structural defects; solar equipment and components. We will pay no more than $500 per contract term for access, diagnosis, repair and/or

replacement.

The consumer then placed a claim for the air conditioner on 9/10/2019 stating the line keeps freezing and the unit is low on Freon. The vendor reported the failure was with a leaking Schrader valve and 4lbs of missing refrigerant. The amount of Freon leaking from the system is not a failure that would occur if the effective maintenance was performed. Effective maintenance being done would have ensured this component was intact and prevented it from leaking this amount of Freon out the system. Per our policy, this failure is excluded from coverage. Please see the referenced section of the policy below:

VII. GENERAL LIMITATIONS OF LIABILITY

In an effort to provide good customer service, we offered to overturn the claim and cover in full. The consumer rejected this offer and ultimately requested cancellation of the policy.

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

www.totalhomeprotection.com

JohnGonzales, LA

Customer ServicePunctuality & Speed

Reviewed Sept. 12, 2019

Contacted company early July. They sent someone out who determined the microwave needed to be replaced. It is now Sept and still waiting. They are slow to respond and say they are sending a check! Do not recommend this company!

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ShelleyTarboro, NC

Customer ServiceClaims HandlingTechSales & MarketingPunctuality & Speed

Reviewed Sept. 12, 2019

I am not pleased at all with this company. They claim to "not leave you holding the bag." Supposedly having a "network of qualified technicians who are fast and efficient taking the the worry of finding your on technician." Well, those statements are far from the truth. My hot water heater stopped working. I called to file a claim. I was assigned a company one month ago. Yes you read that right, ONE MONTH AGO. A technician came within two days me putting in a claim. I never heard anything else from the company after that first visit until I called the company back two weeks later. The owners voice mail was full so I could not leave a message. After repeatedly calling the owner told me he did not have approval.

Called Total who told me that the work order had been approved two weeks before. Total called the owner supposedly got it straight. The owner text me assuring me the part would be ordered. Waited another week. No word from them. Called back. Was told that he technician the technician would be at my house the next week. I took off work to be home. They never showed up nor called. Finally, one hour and a half after the supposed time of arrival I called. Was told they were going to try and be at my house within 45 minutes. Two hours later they never showed up and I was never called. I called the next day. I was told thought he could get the part from LOWE'S and come put it in. Guess what? He could not, imagine that. I was told again that the part was ordered.

Technician came back a week later, had supposedly got the serial number and model number correct during the first time. That was on a Friday. Well on Sunday went to take a shower, NO HOT WATER!! AGAIN NO ONE CALLED ME TO LET ME KNOW HE HAD ORDERED THE WRONG PART. I had to call myself. However was told that the technician was at my house early Friday afternoon. Why didn't that technician call the company so the correct part could have been ordered and sent overnight in order for my hot water heater to be fixed on Monday. By the way I was told "Mr. ** said if he had to come personally come and fix it himself (Friday) he would." Well obviously he was not the one who came.

I called back once again and was told the part was ordered and it should be fixed Monday or Tuesday of the next week. I again called Total and told them the situation. I got the run around for three days. Talking to resolution managers who tried to get that company back. I TOLD THEM REPEATEDLY I DID NOT WANT THAT COMPANY BACK. I was told it was reassigned by each one of the managers only to be told they were overturned. It was suggested more that once that I get my own technician. Why would I do that when that is why I pay Total, to as they say "take the hassle out of finding a technician."

I finally received an email from Siba informing me that she was my claims representative. The next morning I received a call from the company I did not want to come back saying "the part came in today. We will be at your house in the morning to fix the hot water heater." I called Siba only to to told that Total was unable to find anyone to fix my HWH. I informed her that the original company who I did not want was coming to fix it. She informed me that they had been disapproved a while ago and if they came I would be responsible for the bill. I did not ask them to come so therefore I assumed Total had sent them. She went on and on so I finally disconnected and called back the resolution department and told Shawn what she said. His response was that's not right they are approved.

I sent her back and email informing her to discuss this issue with Shawn. The original company does in fact come to "fix it." I came home today 9/11, mind you this all started on 8/6, only to walk in my house to smell gas (gas hot water heater) so bad that I got a headache. I immediately called the company back and was told by the secretary that he would have to get approval from the owner about sending someone back in the morning to look at it. I in the meantime called Total back only to get, "What do you want us to do. Call your own service technician if you feel it is an emergency." Otherwise Kevin said he would send it over to see if it would be considered a reorder. Well I did the fire department over to check the carbon monoxide level which was fine so I decided to see what happens over the next hour.

I happened to look down at the status light only to discover THE HOT WATER HEATER WAS NOT WORKING! THE PILOT LIGHT WAS NOT ON. Which was the problem to begin with. It would not stay lit. I attempted to light the pilot light and it will not stay lit. I call back to Total. Of course they do not have a 24/7 claims line as they advertise. So I call back to the company and beg for them to come and fix it. Only to be told if Mr. ** approves it. I have my daughter and two grandsons ages 2 and 4 that live with. This makes them have to be displayed. My issue remains not resolved!! I would never recommend this company anyone!! PLEASE HELP ME!!

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DevonFort Worth, TX

Verified purchase

Tech

Reviewed Sept. 12, 2019

I heard about Total Home Protection from one of my co-workers. I filed a claim over the phone when we had a problem with our air conditioning. It was not cooling the house. The representatives I dealt with were very helpful and the contractor who was sent out was great. So far, everything has been good.

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Response from ServicePlus Home Warranty

Oct. 2, 2019

R.Ga, GA

Verified purchase

Customer ServiceClaims HandlingTechPrice

Reviewed Sept. 11, 2019

I have used Total Home Protection about four years back for my home and it was a good experience. The only thing is they increased the premium high at the time and I switched. But I signed up my rental homes with them. For my most recent claim, a tenant called me that the AC is not working. He said it had been happening for a couple of days, but he explained to them right at that time. Then, when he called me, he said he couldn’t bear it anymore and he needed some help. That was when I got involved.

With the experience I had four years back, the technician was assigned and called and the tech would call me when they could come. But now, the experience is different. I had an earlier experience where the issue was not resolved. There was a bathroom leak in one of the homes and I called two times. After that, I escalated it because the tenant was really worried. It was leaking in the garage and floor was going to fall down. Nothing happened and the contractor didn't come at all. I called my own handyman who fixed it. I just figured it myself because the technician doesn’t call. They're so busy and they don’t respond. It seems it’s the responsibility of the owner to call the technician and get the appointment. Their technician doesn’t have their interest good.

When I signed up my rental homes, I spoke with one of the managers and I told him that if the service is not good, I would want to cancel and he said it was not a problem. So, I called the manager and said I want to quit and I don’t like the service anymore but nobody responded. The earlier service was very proactive. They were helping me and they were always very good to me. But here, the experience has been very different. I would like to continue, but I want to make sure I know whom to talk to if I escalate.

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CindiLehigh Acres, FL

Verified purchase

Claims HandlingCoverageTech

Reviewed Sept. 10, 2019

I used Total Home Protection for my refrigerator that wasn’t cooling. I filed the claim online and it was easy. The contractor had to fix something and it is working fine now -- it’s really cold now. The home warranty covered it. Everything is going fine.

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Response from ServicePlus Home Warranty

Oct. 2, 2019

MargaretPleasantville, NJ

Verified purchase

Customer ServiceClaims HandlingTechPrice

Reviewed Sept. 9, 2019

The price with Total Home Protection was good over other companies. The rep said it was the whole house for 37.99 or something. I filed a claim for a leak and they took my call right away and said they would send me an email as soon as they find somebody. Then, the plumber called me and he was here in two days. He told me to turn the water off and use it as I needed it because I have a well. He fixed the leak and he was very good. He explained to me these pipes put in my house and how they break down the bottom underneath the caps. I had these skinny pipes like the ones you put in a mobile home and I have a modular house. He was very nice and friendly. I was really satisfied with Total Home Protection for the first time I used it.

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Response from ServicePlus Home Warranty

Oct. 2, 2019

L.Fl, FL

Verified purchase

Claims HandlingTech

Reviewed Sept. 8, 2019

I was having a plumbing issue and I made a claim online, and the process at Total Home Protection was easy. Somebody was out within 48 hours. The tech that came was very knowledgeable. I have a lot of damage so I have to repair all that, but he fixed the leak ‘cause I had to go without water until he repaired that.

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Response from ServicePlus Home Warranty

Oct. 2, 2019

CarltonGwynn Oak, MD

Verified purchase

Customer ServiceClaims HandlingTech

Reviewed Sept. 7, 2019

I probably went with Total Home Protection because of the price of my monthly fee and when I submitted a claim over the phone, the reps were very professional. My refrigerator had stopped working but it's been perfect since the repair. The contractor came out within 48 hours and they were able to take care of the problem that same day. It was great. They communicated very well too.

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Response from ServicePlus Home Warranty

Oct. 2, 2019

JamiFishers, IN

Verified purchase

Claims Handling

Reviewed Sept. 6, 2019

We had an issue with the heating of our clothes dryer. I submitted a claim and the guy sent by Total Home Protection was very professional. He explained to me that he had to get a board panel. Everything has been pretty good since the repair. I was really impressed by Total Home's service.

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Response from ServicePlus Home Warranty

Oct. 10, 2019

FerneTitusville, FL

Reviewed Sept. 6, 2019

We've been denied replacement of an appliance. Our oven no longer worked as the control panel needed replacement. Your contract agreement states "repair or replace"; you sent a contractor, he stated our oven cannot be repaired; you told us there was a clause in the contract absolving THP from responsibility. Just now, when I ‘chatted’ with a rep, she asked me if there was anything I needed, I stated that I’d like a refund, to which she replied she wished she could, LOL. I saw no reason for “LOL”, as we’re out a lot of money. I should have read it before buying, and will urge people who are shopping to make sure you look the contract over before any commitment to pay.

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Response from ServicePlus Home Warranty

Oct. 10, 2019

To Whom It May Concern:

The consumer placed a claim for the stove on 4/15/2019 stating that the touch pad was not working. The vendor reported the failure was an intermittent display board. Due to the age of the unit, the component needed for repair is no longer available through the manufacturer. When this happens we send the consumer the cost between parts and labor to put towards the purchase of a new unit. Please see the referenced section of the policy below:

VII. GENERAL LIMITATIONS OF LIABILITY

labor of the covered repair. We reserve the right to locate parts at any time. We are not liable for replacement of entire systems or appliances due to obsolete, discontinued or unavailability of one or more integral parts. However, we will provide reimbursement for the costs of those parts determined by reasonable allowance for the fair value of like parts. We reserve the right to rebuild a part or component, or replace with a rebuilt part or component.

The consumer then requested to cancel the policy. Please see the referenced section of the cancellation policy below:

XII. CANCELLATION

C. Mutual agreement of us and you. If this Agreement is canceled after thirty (30) days, you shall be entitled to a pro rata refund of the paid contract fee for the unexpired term, less a 10% administrative fee and any service costs incurred by us. All cancellation requests must be submitted in writing.

Once the consumer was advised of the refund amount as per the contract terms, the consumer decided to keep the policy.

In an effort to provide good customer service, a free service charge fee has been added to the consumer’s policy which will be applied to a future placed claim.

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

www.totalhomeprotection.com

StephanieWynnewood, PA

Customer ServiceClaims HandlingPunctuality & SpeedRefunds & Payouts

Reviewed Sept. 5, 2019

Updated on 10/09/2019: This company should not be doing business. They are slow to respond and when you try to cancel and get your money back, they are very slow to react so that they can pro rate your return and then wait another 30 plus days to give back your money. They lie out both sides of their mouth. You cannot get a live person on the line to save your life. Poor service or no service at best. They responded to my earlier review with a very one sided, slanted review. They should do a small internal audit of their business practices. Not one of them would want the same treatment.

Original review: I purchased a policy with this company and have had a terrible experience. When I filed a claim with my house at 84 degrees inside, they called me back 11 days later. When the repairman called me back ((had already had a legit repair person fix my problem)) he told me that the problem with the unit would not have been covered anyway. Why have a warranty? Then my water heater was not working and they again did not respond other than on their site and no emails or calls. Simply poor customer service. When calling their 800 number it asks if you would like a call back, but they never do that either. Waste of time and money. Their dispute agent Sam was of no use and now that I have tried to cancel this policy since July, they now are refunding $300 lease than What I paid. Total scammers.

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Response from ServicePlus Home Warranty

Oct. 8, 2019

To Whom It May Concern:

The consumer placed a claim for an air conditioner not cooling on 7/8/2019. Unable to get a vendor with availability we offered her to go through reimbursement, where the customer would contact their own technician to diagnose the failure. Once approved we would send a reimbursement check upon receipt of the invoice. The consumer was advised multiple times to submit the paid receipt for reimbursement and refused.

The consumer placed a claim for a water heater on 7/29/2019 stating there was no hot water. A vendor was assigned the same day. The consumer contacted us on 9/5/2019 stating they had their own vendor come out to handle the issue. The consumer was advised to submit the receipt for review for reimbursement. We never received a receipt for either claim.

The consumer requested to cancel the policy on 9/5/2019. As per the terms & conditions of the policy an applicable refund will be given within 15-30 days.

XII. CANCELLATION

C. Mutual agreement of us and you. If this Agreement is canceled after thirty (30) days, you shall be entitled to a pro rata refund at the standard contract fee rate for the unexpired term, less a $50 administrative fee and any service costs incurred by us. If we have provided services and the amount of the service costs incurred by us is greater than the contract fees paid, then no refund will be due to you.

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

www.totalhomeprotection.com

JohnMansfield, TX

Verified purchase

Customer ServiceClaims HandlingTech

Reviewed Sept. 5, 2019

The most recent claim I had with Total Home Protection was for a garage door opener. The contractor had to come out and readjust it after the first claim that I had, which was six months or so ago. But I had no problem submitting the claim. I called and they took the information down. On the first time I called, I had the garage door and a toilet that was leaking around the base. But I did not like the guy that came out for that very much. He came in and demanded the $45 copay for both things right before he started to work.

He looked at the toilet and said he had to go get this, this and this. He said he’d come back but he never did. Then although he fixed the garage door, that worked for a while until I had to call in again. I requested a different person to come out. On my last experience with the garage opener, the guy was great. The guy who came to fix the toilet fixed it right away too. He knew what needed to be done and he put the new wax rings in it.

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Response from ServicePlus Home Warranty

Oct. 10, 2019

RosilandSpotsylvania, VA

Verified purchase

Claims HandlingPunctuality & Speed

Reviewed Sept. 4, 2019

AC REPAIR. When I signed up for your service I was told how quick & great your service is. Filed a claim this morning only to be told it will be 24-48 hrs before I am even assigned a tech. Unacceptable. My house is 100degrees. "It's not an emergency," the rep said.

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Response from ServicePlus Home Warranty

Oct. 9, 2019

To Whom It May Concern:

The consumer placed a claim for the air conditioner on 9/4/2019 stating that the unit was not cooling properly. Being that we are not an emergency service, the consumer was advised that a vendor would be assigned within 24-48 business hours. A vendor was assigned the same day and notification was sent to the consumer of the appointment. The consumer called in the next day advising she will be utilizing the reimbursement process. The consumer’s vendor reported the failure was the condenser coils were clogged, the indoor coils were leaking and rusted, and stated that the unit needed to be cleaned and recharged. Per our policy, this failure is excluded from coverage. Please see the referenced section of the policy below:

V. COVERAGE

A.Air Conditioning System (Platinum Plan Only)

Note: Coverage available on Air Conditioning units up to a 5-ton capacity, and for residential use only.We will pay up to $10 per pound per occurrence for refrigerant. You are responsible for payment of any costs in excess of $10 per pound.

NOT COVERED: Filters; condenser casings; registers and grills; water towers; humidifiers; chillers; electronic air cleaners; window units; non-ducted wall units; mini-split wall units; gas air conditioning systems; water evaporative coolers; swamp coolers; condensate pumps; thermal expansion valves; all exterior condensing, cooling and pump pads; disconnect boxes; roof mounts, jacks, stands or supports; cost for crane rentals; electronic, computerized, and manual systems management and zone controllers; commercial grade equipment; refrigerant conversion; leak detections; water leaks; drain line stoppages or drain pans; maintenance; rusted and/or corroded coils; component short to ground; noise without a related mechanical failure; improperly sized units; air conditioning with mismatched condensing unit and evaporative coil per manufacturer specifications; improper use of metering devices (i.e. thermal expansion valves). We are not responsible for the costs associated with matching dimensions, brand or color made. We will not pay for any modifications or upgrades necessitated by the repair of existing equipment or the installation of new equipment.

In an effort to provide good customer service, we offered $100 towards this non-covered claim which was accepted.

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

www.totalhomeprotection.com

RonaldAthem, AZ

Verified purchase

Tech

Reviewed Sept. 4, 2019

Previously, I had a home warranty that I was not satisfied with and it was time to renew. I went Total Home Protection and some time thereafter, I had some kind of electrical system issue. Something went screwy in the garage and I lost half the power there. I contacted Total Home and getting their contractor out took a day or two longer than I thought. I had a serious problem operating things in my garage that were off because power was off. That occurred over a weekend and I had to wait 'til Tuesday to get an electrician in. Still, that was okay and the techs did a good job. They replaced the GFI and took care of my problem. Everything has been fine since then.

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Response from ServicePlus Home Warranty

Oct. 8, 2019

PeggyGrants Pass, OR

Verified purchase

Customer ServicePricePunctuality & Speed

Reviewed Sept. 3, 2019

I search many home warranty companies in the past week. While cost was important, customer service is huge with me. This is about 75% of the reason I decided on Total Home Warranty. Alan was very professional, was not high pressured, answered my questions. Offered me a good price, and was willing to wait until my check arrived this week. I was so impressed I was "babbling" to my sis about it, She said, "Get me the information quick, sounds really good." So Alan can expect my sis, Carolyn ** to call him soon. Thank you for making this easier than I was beginning to think it was going to be.

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Response from ServicePlus Home Warranty

Sept. 4, 2019

DaleSpringfield, MO

Verified purchase

Customer ServicePunctuality & Speed

Reviewed Sept. 3, 2019

We've got a home warranty from Total Home Protection for about eight months now. We called them to have someone come out and work on our washing machine and their reps did a good job answering questions. They had a guy call me in a timely manner. Then he came out and did a good job. He was very knowledgeable and he got it done in a timely manner. The washing machine works just fine since the repair.

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ChristineRome, GA

Verified purchase

Price

Reviewed Aug. 28, 2019

Eli ** was terrific with helping me find the right plan at the right price. I went with the 5 year plan because it was more cost effective for me. The plan information should be arriving any day now and is also available online.

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Response from ServicePlus Home Warranty

Sept. 4, 2019

LutfiFort Worth, TX

Verified purchase

Customer ServiceCoveragePrice

Reviewed Aug. 27, 2019

I switched to Total Home Protection from American Home Shield to save some money but unfortunately, there is no protection for a lot of the stuff and I'm not happy. When I called for a microwave, they said that it’s not covered. They do not cover peeling. I asked American Home Shield if they cover that and they told me it’s covered, which means they're better on this because that is a lot of money. The sensor on my garage was also not covered by Total Home and I had to hire somebody to do everything at that time and pay from my own pocket. Then, when the faucet was leaking, they called me and said that it was not covered as well.

Total Home Protection has a lot of the services not covered, wherein I pay 1,000. Every time I come to a supervisor, they would tell me that they would send $100 to make me satisfied, but I have not received that money yet. The damage on the garage cost about $274, and the microwave was over $1,000 and they offered me 150. Then last time, a guy came for my dishwasher. My dishwasher is not fixed yet, and a supervisor told me they would not charge me, but I’ve been charged 54. I was told I’m gonna get a credit instead, but no credit at all is being done. Plus, they’re supposed to email me the policy so I could look at it and cancel or not. I have not received the email yet, and I did not receive the hard copy on my mail.

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DebraMissouri City, TX

Verified purchase

Customer ServiceClaims HandlingTechPunctuality & Speed

Reviewed Aug. 26, 2019

There was a time when some part went out in my air conditioning unit. I submitted a claim over the phone to Total Home Protect and it took four days for a contractor to come out. I had to move from home for three days. I was really concerned and a little apprehensive about their contractor because he was just in a normal car. He was sitting out in front of the house and I didn't realize that he was who he was. Also, when I called to set up the appointment, it was really weird. It was like it was business but I wasn't dealing with a business. I expected a company vehicle that was more legitimate so I was a little disappointed with who Total Home referred to me. He was okay and he did the work. Even so, the process took a long time and that's what Total Home said it would take. We have to make a claim and it has to be processed. I'm not sure I'm happy about that.

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JimWard, AR

Customer ServiceClaims HandlingTechPunctuality & Speed

Reviewed Aug. 24, 2019

I was told prior to submitting a claim that Total Home Protection would do and say anything not to pay a claim. I'm a senior citizen and my home ac quit working. Outside temperature was in excess of 96, and inside the house 93. Submitted a claim on a Monday, did not get assigned to a contractor until Wed. Called to schedule an appointment only to discover that they don't do any work for THP. They reassigned a contractor on Thurs afternoon. On Fri it was diagnosed that I needed a compressor which is a covered item. They declined repair stating I was at fault due to lack of maintenance claiming my condenser coils were dirty. I POWER WASH THE COILS TWICE A YEAR! They said that the contractor told them my coils were dirty. He told me they were fair to good.

I called the contractor and he denied saying any such thing and would be willing to speak with them. After approx 7 calls, voicemails, being disconnected, a min of a 30 min wait time per call on hold to speak to someone, I was finally able to speak to a supervisor who assured me that they would call the contractor that day to make sure that there was not a miscommunication on their part. Naturally, that did not happen. Due to my age and health reasons, I was forced to pay for the repair. They are still denying my claim stating the pictures they have of my unit clearly shows it was dirty. My unit naturally is exposed to the elements, but the inside coils were not in anyway clogged causing any problem. I have filed complaints with the BBB, Attorney General, and even on your site in hopes of getting reimbursed.

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KarenChandler, AZ

Verified purchase

Claims HandlingCoverage

Reviewed Aug. 23, 2019

The company consistently denies claims that should be covered. I strongly recommend everyone to stay away from this unethical fraudulent company and save your money. Dealing with a claim is frustrating, time consuming and completely unsatisfactory. I wish I could give less than 1 star.

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MarshallBudd Lake, NJ

Customer Service

Reviewed Aug. 23, 2019

Problem with air conditioner called August 26th. Person I spoke with said within 24 to 48 hours a contractor will call to set up an appointment. After 2 weeks I received a call from Air Tec. I questioned tech when he arrived asking why it took so long. He mentioned he just received the work order the day before. Their promises for quick response is false. He determined I need a fan motor replacement. This was on August 12th after no response I called Total Home supervisor said tech did not submit report. Hard to believe. On August 20th tech called said he was following up with Total Home asking the status for my repair. Then told him they never received the report. He said he resubmitted the report. I think Total Home is purposely delaying my repair hoping that out of frustration I will contract someone else and pay for the repair myself. They are the worst company. Stay away. All BS.

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Response from ServicePlus Home Warranty

Sept. 26, 2019

To Whom It May Concern:

The consumer placed a claim for the air conditioner on 7/31/2019 stating the outside unit was not functioning well and on its way out. Pursuant to the policy we assigned a vendor to the claim on 8/2/2019, 48 hours after the claim was placed, and sent an email notification advising of the vendor’s contact name and information. We spoke with the office manager on this same day who acknowledged receipt of the work order and advised they would be in contact with the consumer to schedule an appointment for service.

The vendor reported that the failure was the condenser fan motor overheated and needed to be replaced. Based on the pictures received of the unit, the condenser is surrounded by thick bushes and shrubs which will restrict airflow and ultimately cause the unit to overheat. This is considered to be a maintenance issue, as there should be 3 feet of clearance from all sides of the condenser. Per our policy, this failure is excluded from coverage. Please see the referenced section of the policy below:

VII. GENERAL LIMITATIONS OF LIABILITY

D. This Agreement covers only repairs and/or replacements due to mechanical failure attributable to ordinary wear and tear. Accordingly, the Agreement does not cover failures which may result from other causes, such as without limitation abuse; misuse and/or neglect; lack of maintenance; rust and/or corrosion; noise without a related mechanical failure; chemical or sedimentary build up; lightning strikes; missing parts; animal, pet and/or pest damage; power failure; power surge; fire; casualty; acts of God; structural and/or property damage; flood; smoke; earthquake; freeze damage; accidents; war; acts of terrorism; nuclear explosion, reaction, radiation or radioactive contamination; insurrection; riots; vandalism; or intentional destruction of property. This Agreement does not cover mechanical failures resulting directly or indirectly from or caused by mold, mildew, mycotoxins, fungus, bacteria, virus, condensation, and/or wet or dry rot regardless of the source, origin, or location and any other cause or event contributing concurrently or in any sequence to the mechanical failure.

In an effort to provide good customer service, we offered the consumer $150.00 goodwill to help with the non-covered failure to which the consumer declined.

Sincerely,
Cherish Payne

Total Home Protection

JosephSeaford, DE

Verified purchase

Tech

Reviewed Aug. 22, 2019

When I submitted a claim for my double oven to Total Home Protection, I spoke to a girl. She said she was gonna have somebody contact me. I then got contacted by an intermediary who has people working for him. When the tech came he found out what the issue was right away. The heating element was broken as it went into the back of the oven. The tech had to order that part but also had to find it 'cause what I have is an old oven. He was able to find the piece which took about a week or two to get. He was able to fix my oven thereafter.

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Response from ServicePlus Home Warranty

Sept. 4, 2019

AlfrettaForney, TX

Verified purchase

Reviewed Aug. 21, 2019

Ava was very helpful, convincing, and professional. She gave me a plan that was much better than the warranty I had. She saved me hundreds of dollars per year for 6 years. I am glad I got this home warranty protection plan.

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Response from ServicePlus Home Warranty

Sept. 4, 2019

GiaFayettville, GA

Customer ServiceCoverageTechPricePunctuality & SpeedRefunds & Payouts

Reviewed Aug. 21, 2019

If I can give 0, I would. Would not recommend. Disaster/No respect, responsibility at all. 1. Had dishwasher problem, KitchenAid brand. Called the company, waited a week to get a vendor`s contact details. Called vendor and waited another week to have someone come and check. Waited another week to get a decision, which was the part that is broken out of stock and they don’t know when it will arrive (might 5-6 months). I am not sure if it’s really valid answer, it's between vendor and Total Home Protection and what they agreed to tell us. We told we cannot wait 5-6 months.

They offered 250$. Even though based on contract, if they cannot fix it, they had to cover for the same brand, they said can offer only 250$. KitchenAid cost 650$. We’re not happy, agreed to 250$. Check was sent within 4 months. We had to call them at least 5-6 times and wait 30+ minutes to get any answer. So be aware of that, they will never cover the full cost of new purchase and you have to wait long time before you actually get the check.

2. Had refrigerator problem. They sent vendors contact information within a week after initial call. Called vendor, agreed to time, day. Waited another week for vendor to visit, vendor never showed up, and not answering phone. Called Total Home Protection. Waited another week to have another vendors contact details. Made appointment with next vendor. Waited another week. Person checked and said we have to contact Total Home Protection for the decision. When called THP they said we have to work directly with vendor to see how long it will take to fix. Called vendor. Never answered phone nor returned calls, voice messages. Contacted THP again they said will send another vendors contact details. Can you imagine being without refrigerator through all this time. We were so pissed off. Waited another 3 days, got new vendors information.

At that point we were so disappointed and tired of keeping food in freezer we bought refrigerator ourselves, but still wanted to fix the other one. We put it into garage. 3rd vendor checked and said to contact THP for decision. When we contacted they said, since it’s in the garage they will not cover it. Even though they had so many issues from the beginning that forced us to buying new refrigerator. Tried to end the contract, here is the big surprise. You will see the real face of the company. We signed up for 3 years, since they offered lower price if we will do that. Monthly price was 37$, we had to pay 3 years in advance. When we expressed our desire to end contract they said they will deduct full price for each month for the period we were with them which 52$ per month. They said we also have to return 250$ that they paid to us for the dishwasher + technician fee that checked refrigerator and dishwasher.

We paid 45$ for each vendor visit but they said actual price is 180$ so we have to pay for the remaining amount. This is even though we are paying them full price for each covered month, no logic, no shame, no responsibility at all, but that’s their calculation and attitude to clients. They said we also have to pay 150$ for ending contract early and there will be taxes, basically they will return something around 50$ out of 1300$ that we have paid for 3 years. So think twice if you want to work with this rotten company. The customer service, the vendor network and supervisors are all horse ** experience overall.

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Response from ServicePlus Home Warranty

Sept. 26, 2019

We apologize for the confusion as the information submitted on the review is inconsistent with what we have listed in our system.

The consumer placed a claim for the dishwasher on 10/03/2018 stating that the unit was not coming on. The vendor reported the failure was with the control board not giving any output. When trying to source the parts to complete the repair, it was found the part was no longer available.

VII. GENERAL LIMITATIONS OF LIABILITY

Based on this information, the consumer was offered $250.00 to help with the dishwasher which was accepted.

The consumer then placed a claim for the refrigerator on 5/22/2019 stating the unit is making noise but working properly. Per our policy, noise without a related failure is excluded from coverage. Please see the referenced section of the policy below:

V. COVERAGE

C. Refrigerator

Note: Refrigerator must be located in the kitchen.

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

A second claim was then placed on 5/30/2019 for the same refrigerator stating there was a burning smell. The vendor reported that the failure was the evaporator fan motor failed and needed to be replaced. The vendor also reported the unit was located in the garage. Per the policy, as stated above, the refrigerator must be located in the kitchen at the time of service. Refrigerators located in any other location besides the kitchen, with the exception of units under the optional coverage of a second refrigerator, are excluded from coverage.

All claims have been properly serviced in accordance with the Service Agreement - all contracts have inclusions as well as exclusions. We are committed to providing a positive customer experience and doing the right thing for all our customers, contractors, employees, and our company.
In an effort to provide good customer service, we offered the consumer $100.00 goodwill towards this non-covered claim, which was declined.

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

www.totalhomeprotection.com

AngeloCibolo, TX

Verified purchase

Claims HandlingTech

Reviewed Aug. 21, 2019

I've had Total Home Protection since April, and so far, so good. We had to use it once for a plumbing issue and it was taken care of. I submitted the claim online and the website was kinda old-school. I think they could use a revamping, but I was able to get done what I needed to get done. And the contractor who came was okay. When I found out who it was gonna be, I looked up online and the reviews of that particular person had were fairly decent. So, I felt good with that.

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Response from ServicePlus Home Warranty

Sept. 4, 2019

JonathanMarietta, GA

Customer Service

Reviewed Aug. 20, 2019

The case manager use some legal BS loophole to cheat me out of $3,000+ dollars. This is a total waste of money. Take that money, light it on fire. Maybe it will keep you warm when your furnace goes out in the dead of winter and they can't even be bothered to return your phone call.

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Response from ServicePlus Home Warranty

Sept. 26, 2019

To Whom It May Concern:

The consumer placed a claim for the air conditioner on 08/18/2019 stating the unit was tripping the breaker when turned on. The vendor reported that the failure was the compressor was short to ground, the contactor was burned out and the dual capacitor needed to be replaced. Per our policy this failure is excluded from coverage. Please see the referenced section of the policy below:

V. COVERAGE

A. Air Conditioning System

Note: Coverage available on Air Conditioning units up to a 5-ton capacity, and for residential use only.

7.7 HSPF or higher compliant, except:

failure; improperly sized units; air conditioning with mismatched condensing unit and evaporative coil per manufacturer specifications; improper use of metering devices (i.e. thermal expansion valves). We are not responsible for the costs associated with matching dimensions, brand or color made. We will not pay for any modifications or upgrades necessitated by the repair of existing equipment or the installation of new equipment. We will pay up to $10 per pound per occurrence for refrigerant. You are responsible for payment of any costs in excess of $10 per pound.

In an effort to provide good customer service, we offered the consumer $200.00 goodwill towards this non-covered claim which was accepted.

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

www.totalhomeprotection.com

MarieMiddletown, MD

Customer ServiceTech

Reviewed Aug. 19, 2019

My AC broke in April 2019 and I called THP to file a claimed. I had to wait two days for a tech to come out to my home. Two days later the tech came and diagnosed my AC and told me it was covered problem and he need to order some parts. I waited two weeks and did not hear from the tech so I decided to call him and he told me he was still waiting for the parts to come in. I called THP and they called the Tech and he came to my home the next day. The tech did not complete the job and said he needed another part. I had to wait another week. I called THP to see what the hold up was and they said they would call the Tech. I asked to have another tech because it was very uncomfortable and hot in my home. They ignored my request and stated they needed to contact the tech.

Another two weeks went by before I was given the reimbursement option. I had to pay 100.00 for my tech to come out. THP find a way to stall and not fix the problem by stated they need more pictures and an invoice of the problem which I had already provided. It is now Aug 19 2019 and my AC is not the fix. I am very disappointed with THP and ready to file a lawsuit and file a report with the Better Business Bureau in my hometown. This company does not honor their word and try to find ways to not fix the problem and make all type of excuses.

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Response from ServicePlus Home Warranty

Sept. 26, 2019

To Whom It May Concern:

The consumer placed a claim for the air conditioner on 07/18/2019 stating the unit was not cooling. The vendor reported that the failure was with a failed control fan motor and capacitor. The vendor replaced the fan motor and the dual capacitor and then discovered the control board needed to be replaced due to being burned out. When the vendor went to order the control board, it was shown to be out of stock.

The consumer then stated she wanted a second opinion from a different vendor. This vendor advised the control fan motor needed to be replaced. The vendor was advised that we needed pictures of the unit to confirm the condition, as the ones that were submitted were deemed not sufficient. The consumer was also advised that pictures of the condenser coils inner cavity and exterior is needed to move forward with the repair. To date, we still have not received the needed information to move forward with a determination.

In an effort to provide good customer service, the consumer was reimbursed $144.00, the cost of the service charge fee paid to the vendor.

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

www.totalhomeprotection.com

SarahSeguin, TX

Verified purchase

Claims HandlingCoverageTechPrice

Reviewed Aug. 19, 2019

The air that was coming out from the duct was not cooling and it was very hot so we called Total Home Protection. We were disappointed with how the process works. They sent out a technician and they put Freon, which did work, but then three weeks later, water started pouring out of the ceiling, and come to find out that there were other issues that needed to be fixed that were not caught by the technician. And after speaking with the technician, he stated that Total Home only approved to have the Freon put in and not have a thorough check of the system. So now, it cost us additional money to have to fix the ceiling and file another claim, and the process is not what we thought it would be. We feel like what we received was not a complete, thorough service from Total Home so we're not very pleased.

Total Home stated that they would not be able to fix it, that it's something that we had to get in contact with the contractor as far as repairing the ceiling where the water was dripping through. Then the contractor said they don’t cover that, that it's not something that they would be held liable for. So, it was a bunch of going back forth between Total Home and the contractor. We went ahead and hired the contractor to fix the AC repair, which cost $750, which we thought that the reason why we have this coverage is to help as far as the warranty would cover this type of a situation. But Total Home stated no. Their rep didn’t seem very knowledgeable and as if he was reading a script and so we felt that we weren’t getting anywhere. We asked to speak with a supervisor and he basically said the same thing. We did not have a very good experience.

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LoriDunnellon, FL

Verified purchase

Customer ServiceClaims HandlingCoverageTech

Reviewed Aug. 18, 2019

We signed up with Total Home Protection for their promises. Calling them for claims was easier than doing it online, but their reps weren't very friendly. They were just meh. I filed a claim for our air conditioner and in only about four hours, their contractor came. He got the air conditioner going. But he sold us a lot of extra things that he said were needed and not covered.

He sold us $2,400 worth of UV lights and some sort of acid loss thing that needed to be done. He came the first time in 4 hours then he said he would have to come back. But we had the warranty company call and call to get him to come back and finish the job. He then came back with the items. He said they wouldn’t be covered, but when we talked to the representative at Total Home, the contractor never even submitted them to see if the items would be covered. We could only file a complaint about this.

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BeverlyShelbyville, IN

Verified purchase

Price

Reviewed Aug. 17, 2019

The only reason I gave them more than one star is because they are the least expensive company for monthly and out-of-pocket costs of all the companies I tried. But, they say "you get what you pay for" certainly holds true with this company! When we started having furnace/ac problems, it took them 2 weeks to find a company in our area that was willing to work with them. And then, it took them another 2 weeks to approve the repair. So, we were without a working furnace/ac for more than a month!!! And, I just learned this week that the company that did the work still hasn't been paid after THREE MONTHS!!! That means that the next time we need a furnace repair, there is no one in this area who will come to our aid!!

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ShannonCarriere, MS

Customer ServiceClaims HandlingPrice

Reviewed Aug. 16, 2019

After playing phone tag for a day when a duct started dripping condensation down into the return below it. I finally spoke to someone on the phone to be told the claim had been denied because it was not a “mechanical failure.” Clearly something failed because it is not supposed to be dripping over a gallon of water in less than 24 hours. When I pointed that out he said yes but it is not a mechanical failure, in a condescending tone that made me hang up immediately because I don’t tolerate disrespect. Without looking at it they can’t say for sure what failed anyway. Sounds like they knew it would be an expensive fix and chose to deny based on that alone.

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DavidNaples, FL

Verified purchase

Claims HandlingTechPrice

Reviewed Aug. 16, 2019

I called Total Home for my refrigerator claim. My warranty had expired by two days so I had to go through the network and make a payment, which I was unhappy that the warranty company one day after warranty wouldn’t service it. But then the contractor was fairly quick and came out a day or two after filing the claim. I was happy with his professionalism and quality of work. He sounded knowledgeable about what he was doing. I had used a different company for a number of years before and they were more expensive than the Total Home Protection that I got when I bought the house, so I thought I’d give Total Home a try to see how it work out and so far, it’s been good.

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Response from ServicePlus Home Warranty

Sept. 4, 2019

PauletteWoodbridge, VA

Verified purchase

Claims HandlingPrice

Reviewed Aug. 15, 2019

I liked Total Home Protection's price. I've done one claim online and the claim process was different and a little confusing. When you’re trying to put in your stuff, it's a little hard to understand. The plumbing in the tub was backed up. And then, the toilet on the second level overflowed. So, I thought they were all connected. So I was trying to navigate all that and I had to talk to Total Home Protection because I couldn’t figure it out. They sent a contractor and he came two and a half days before later. He was fine and he did the repair that same day.

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Response from ServicePlus Home Warranty

Sept. 4, 2019

JenniferFort Lauderdale, FL

Verified purchase

Claims HandlingCoverage

Reviewed Aug. 14, 2019

Claim **. On August 1st I file a claim for my dishwasher that was working perfectly fine until that day. Now I’m being told the repair is not being covered as THP determined it was a pre-existing issue. What’s the point in having a policy if the warranty company is going to claim it was a pre-existing issue after the 30 day wait period has been satisfied?? Mechanical parts can fail without notice.

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AdamDallas, TX

Claims HandlingTech

Reviewed Aug. 13, 2019

I made my first claim with Total Home Protection and that went very smoothly, I was very pleased with the gentleman who came out. He was knowledgeable and courteous. I was overjoyed with your company and the technician who solved our problem.

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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