ServicePlus (Formerly Total Home Protection) Reviews

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 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.

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 can increase the goodwill offered to $250.00 towards this non-covered failure and a free service charge fee towards a future placed claim.

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

www.totalhomeprotection.com

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 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.

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 questions, please contact me at 1-800-545-0402.

www.totalhomeprotection.com

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.

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 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.

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

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

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

www.totalhomeprotection.com

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 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.

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 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.

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.

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

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.

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.

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.

www.totalhomeprotection.com

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.

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.

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

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 non-covered claims.

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.

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

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

Sincerely,

www.totalhomeprotection.com

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 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

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.

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

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

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

www.totalhomeprotection.com

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.

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.

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.

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 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.

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.

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.

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 questions, please contact me at 1-800-545-0402.

www.totalhomeprotection.com

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 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.

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.

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 reimbursed the consumer per the invoice provided less the service charge fee in the amount of $288.00 which was accepted.

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

www.totalhomeprotection.com

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 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

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.

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.

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

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

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

www.totalhomeprotection.com

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.

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.

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.

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 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

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.

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 can assist the consumer with $150.00 goodwill towards this non covered claim.

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

www.totalhomeprotection.com

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.

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 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:

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.

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 $70.00 to the consumer to help with the cost of the non-covered failure of the gas valve which was accepted.

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

www.totalhomeprotection.com

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 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

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.

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.

www.totalhomeprotection.com

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 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

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.

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

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

www.totalhomeprotection.com

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.

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.

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.

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.

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.

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.

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 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:

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:

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.

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 to overturn the claim and cover in full. The consumer rejected this offer and ultimately requested cancellation of the policy.

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.

www.totalhomeprotection.com

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.

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.

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.

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.

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.

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.

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 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.

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

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

www.totalhomeprotection.com

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 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.

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.

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 questions, please contact me at 1-800-545-0402.

www.totalhomeprotection.com

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.

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 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.

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

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

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

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

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

www.totalhomeprotection.com

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.

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.

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.

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 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.

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 $150.00 goodwill to help with the non-covered failure to which the consumer declined.

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.

Total Home Protection

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.

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.

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

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.

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:

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.

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.

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.

www.totalhomeprotection.com

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.

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 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:

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.

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 $200.00 goodwill towards this non-covered claim which was accepted.

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

www.totalhomeprotection.com

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 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.

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

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

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.

www.totalhomeprotection.com

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.

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.

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.

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.

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.

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

The consumer placed a claim for the air conditioner on 6/17/2019 stating the unit was not blowing cold air. The vendor reported the failure was the blower motor on the unit caught on fire and burned the windings. 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; 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.

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 advised the consumer to submit a second opinion diagnosis for further review. A free service charge fee has also been added to the consumer’s policy which will be applied to a future placed claim.

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

www.totalhomeprotection.com

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

The consumer placed a claim for the air conditioner on 5/29/2019 stating it was not turning on. The vendor reported the failure was caused by a leak in the evaporator coil from rust / corrosion. 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.

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

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

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

In an effort to provide good customer service, $150.00 goodwill was offered to help with the repair cost of this non-covered failure which was rejected. We then increased this amount to $200.00 goodwill and a free service charge fee which was rejected. The consumer requested to cancel the policy with a full refund.

Numerous attempts were made to speak with the consumer to explain the cancellation and refund process, but we were never able to get in touch. It was communicated to the consumer as to why the cancellation process per the policy is needed to be followed. Please see the referenced section of the 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 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. All cancellation requests must be submitted in writing.

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.

www.totalhomeprotection.com

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.

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.

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 an Air Conditioner not cooling on 7/23/2019. The vendor reported the unit was tripping the breaker and there was an internal failure within the compressor. Pictures were submitted.

It has been determined the failure is with the compressor that has shorted to ground. Compressor burnout is a very specific mode of failure that is caused by high temperatures in the windings or discharge area of the compressor. This excessive heat breaks down the motor winding insulation, which causes a loss of electrical resistance and results in a windings breaking open and touching the inner casing of the compressor, thus causing the direct short. Condensers are built to cool the refrigerant through the condenser coil when the fan pulls the air up and through, as the outdoor ambient air would be cooler then the operating temperature of the refrigerant. This cooling of the refrigerant also works as an agent to lubricate and cool the windings of the compressor also. Condenser coils that are dirty or embedded with dirt and debris would restrict air flow and this cooling process of both the refrigerant and the compressor itself. A power spike or surge would cause direct voltage to the compressor and short the windings out instantly, and a brown out or loss of a leg would cause high amp draw on the compressor that would cause the overheating and internal melting of the wires. If contaminants enter the sealed refrigerant system such as acid from a prior failed compressor that wasn’t cleaned out, non-condensable such as moisture or braze residue that wasn’t vacuumed out properly, or debris from gauge hook ups, these could also cause the failure of the compressor. The contaminants in the line are not able to be properly compressed with the gas to or mix properly with the oil in the compressor and cause a separation and loss of lubricant for the windings and thus causing the overheating and shorting of the compressor. Failures as such, are operating conditions that are not standard and units are not designed to handle and thus causing the catastrophic failure of the shorted to ground compressor.

Our policy only covers failures which are caused from normal wear and tear. As per Section 1A of policy we are unable to cover this claim as this does not constitute a normal wear and tear mechanical failure.

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.

In an effort to assist the consumer we offered $350.00 goodwill which was rejected.

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

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

Sincerely,

www.totalhomeprotection.com

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 for the sump pump on 5/30/2019 stating it was not pumping. The vendor reported that the failure was waster coming out of the sump pump pit and going on to the floor and needed to be replaced. Based on the policy, this claim was approved for repair. The vendor submitted his pricing for the repair and was provided an authorization number for the specified amount.

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.

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

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

www.totalhomeprotection.com

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.

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.

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.

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.

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.

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.

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.

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.

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.

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

The consumer placed a claim for the refrigerator on 5/18/2019 stating the unit was not cooling properly. The vendor reported the failure was the unit was stuck in the defrost cycle and electronic controls needed to be replaced. The repair was authorized and the vendor completed the repair.

On 6/14/2019, the consumer called us and stated the unit was not working properly again. We initiated a recall to the vendor to assess the problem again, who advised the issue was with a bad compressor that needed to be replaced. It was then determined that in order to provide a long term solution to future potential problems with the unit, we will offer funds to put towards the purchase of a new unit. Please see the referenced section of the policy below:

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.

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

In an effort to provide good customer service, we increased the amount of funds offered to $700.00 which was accepted.

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

www.totalhomeprotection.com

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

The consumer placed a claim for the air conditioner on 7/13/2019 stating the unit was not responding to the thermostat. When requesting service, it is advised that it can take up to 2 days on weekdays and 4 days on weekends/holidays to secure a vendor, as we are not an emergency service. Please see the referenced section of the policy below:

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.

On 7/15/2019, the consumer called in and advised they will utilize the reimbursement process. The consumer’s vendor reported the failure was the low voltage wires were disconnected and needed to be reconnected. The claim was approved and the consumer was reimbursed at our rates, pursuant to the Claim Reimbursement Form.

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

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

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

www.totalhomeprotection.com

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

The consumer placed a claim for the dishwasher on 12/12/2018 stating the unit was not completing the cycles and not draining. The vendor reported the failure was a bad inlet valve, a bad control board, and a bad sensor that needed to be replaced. It was determined that in order to provide a long term solution to future potential problems, we would offer finds to put towards the purchase of a new unit. Please see the referenced section of the policy below:

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.

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

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

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

Sincerely,

www.totalhomeprotection.com

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.

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

The consumer placed a claim for the plumbing system on 6/18/19 stating the faucet is dripping. We assigned a vendor on 6/20/19. The vendor reported the failure was the kitchen faucet was leaking and needed to be replaced. Per our policy this failure is 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; valves for shower, tub, and diverter angle stops, rinses and gate valves; 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.

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; exterior hose bibs; faucets and fixtures; 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.

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

In an effort to provide good customer service, we offered $100.00 goodwill towards the repair cost of the non-covered failure which was rejected. Unfortunately, the consumer ultimately requested to cancel the policy.

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.

www.totalhomeprotection.com

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.

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.

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.

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.

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.

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

The consumer placed a claim for the air conditioner on 6/12/2019 stating the unit was not cooling. The vendor reported the failure was with the main board that failed and needed to be replaced which was approved by our Authorizations department. Because of confusion and conflict with pricing and timelines to complete the repair, we reassigned a new vendor to the claim on 7/5/2019. We have yet to receive a diagnosis from the new vendor to move forward with the claim.

The consumer also placed a claim for the garage door opener on 5/23/2019 stating that the door was not opening. The vendor reported the failure was that the sensors failed and needed to be replaced. Per our policy, this failure is excluded from coverage. Please see the referenced section of the policy below:

V. COVERAGE

P. Garage Door Opener

Note: Coverage is for no more than one (1) unit, system, or appliance, unless additional fees are paid.

COVERED: All components and parts, except:

NOT COVERED: Garage doors; hinges; springs; sensors; chains; travelers; door track assemblies; rollers; lights; keypads; wall buttons; remote receiving and/or transmitting devices.

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

In an effort to provide good customer service, a free service charge fee has been added to the consumer’s policy which will be applied to a future placed claim. If the consumer is still having an issue with the air conditioning system, we can still assist in regards to that claim as well.

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.

www.totalhomeprotection.com

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.

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.

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.

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.

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

The consumer placed a claim for the air conditioner on 6/26/2019 stating the unit was not cooling properly. The vendor reported the failure was that the compressor had short to ground. 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.

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

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

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

In an effort to provide good customer service, we offered $150.00 goodwill and a refund of her service charge fee ($239.00 total) towards the cost of the non-covered failure which was accepted.

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

www.totalhomeprotection.com

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.

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

The consumer placed a claim for the air conditioner on 6/26/2019 stating the unit was not cooling properly. When requesting service, it is advised, as well as stated in the policy that it can take 24-48 hours for a vendor to be secured to the claim as we are not an emergency policy. Please see the referenced section of the policy below:

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

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.

We assigned a vendor to the claim on 6/28/2019. The vendor came out to the consumer’s home on the same day and reported the failure was with a bad fan motor that needed to be replaced. The claim was approved and authorization was given to the vendor to complete the repair in the same day.

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 have added a free service charge fee to the consumer’s policy which will be applied to a future placed claim.

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

www.totalhomeprotection.com

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

The consumer placed a claim for the water heater on 6/11/2019 stating there was no hot water coming from it. The vendor reported the failure was the upper and lower thermostats have shorted out and needed to be replaced. The claim was approved and the vendor was given authorization to complete the repair.

On 6/24/2019, the consumer called and stated the issue was happening again. We placed a recall to the same vendor to come back out and reassess the problem at hand. Due to scheduling conflicts between the consumer and vendor, the consumer decided to secure a vendor using the reimbursement process. The consumer’s vendor reported the failure was the water heater was rotted out and leaking from the tank itself. Per our policy, this failure is excluded from coverage. Please see the referenced section 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.

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 to send $200.00 towards the non-covered claim as a gesture of good faith which the consumer accepted.

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

www.totalhomeprotection.com

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.

Thank you for selecting Total Home Protection for all your home warranty needs. We know your time is valuable so we take feedback very seriously. Your feedback allows us to improve our business and promote the level of service expected from a trusted industry leader. Total Home Protection strives to be a top rated home warranty provider. We have an unwavering commitment to uphold our founding ideals to provide industry-leading home warranty products and exceptional services to the customers we're privileged to serve. We sincerely thank you for your feedback.

Please be advised we have sent another copy of the policy to the email address on file, as well as mailed out a paper copy to the coverage address. If you have any questions, please contact Customer Service during normal business hours at 1-800-545-0402.

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.

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.

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.

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.

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.