We've had TotalProtect for about 15 years already. They've been nice to us, so we stayed with them. It was very easy to submit a claim. We usually file our claims through a pay phone. A technician gets in contact with us pretty quick, within a day or two. The contractors have been great, and we've been satisfied with the quality of the work that's been performed by the technicians. Overall, it's been great with TotalProtect.
For protection and to save money, we decided on TotalProtect. Once we submitted a claim, they gave us a vendor to call to get our service done. Their rep was a fantastic young lady and everything was excellent. We've had about five claims that they took care of very successfully. TotalProtect is a very good company to deal with and we have a wonderful experience with them.
TotalProtect is an ethical company. They do what they say they will. When our oven went out, I called and they had someone come out and take a look at the oven. It was determined that it could not be repaired. It cost me $75 for the service call. Since it could not be repaired, TotalProtect got back with me and told me that my options were either they'll give me $500 or they'll replace the oven. I told them to replace the oven, and they did. The technicians they sent were very professional. The oven with that size was no longer available, so we had to get a different size. In doing so, we ended up having to do a bit of cabinet work, but it was certainly not their fault.
Additionally, TotalProtect replaced a large air conditioning unit for us. I had a second one and I was concerned that they may not be so responsive to it because they've already replaced one very big unit, so I went with Choice Home Warranty, and I absolutely was unimpressed with them. Our hot water heater had a leak, and they refuse to cover it. They said they don't cover the tank, so at that point I discontinued them. They were very arrogant, and I never received that kind of attitude from TotalProtect. I am back with TotalProtect and in fact, all three of my properties are with them now.
I love TotalProtect. I call and tell them what is going on when I have a claim and they would call whatever company they go with. The contractor always calls within a reasonable amount of time and then we set up the appointment. The process is simple. Everybody is friendly and does the job fine.
My brother has TotalProtect on all of his houses. He told me about it a couple of years ago and I didn’t listen to him then. So far I'm pleased with TotalProtect and it’s something good to have. They came out twice for the air conditioner and they were courteous when I called. Our utility in New Jersey’s public service charges much more than the $48.10 that I’m paying a month, and they don’t do as many things. I would recommend TotalProtect to a friend and I had told somebody about them.
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I'd never know if something will happen in life so I figured to get home warranty. It's been very simple to call in a claim to TotalProtect. I've never had any problems and I always get whatever I need. The technicians who had come have helped us and are always nice. I'd keep TotalProtect as long as I can.
After reading about TotalProtect, I decided that it would be something I needed to get. My payments come out of my house loan which is convenient. Our only claim so far was for an electrical problem. I filed it online which was easy to do. When the tech came, only my husband was there and he said that the tech was quick and that everything went well. The quality of the work done was good.
I needed protection so I looked over the internet for a home warranty and chose TotalProtect due to its price. So far, I'm very pleased with my experience with the company even if I haven't filed a claim yet. I look forward to them insuring all the things that I have.
I checked into two warranty company, and TotalProtect had the most coverage and the best price at the time. Submitting claims over the phone has been great. The technicians have been good so far, and the last one when our AC system went out, Quigley Heating & Cooling came and they're the best ever.
We were new homeowners and needed to protect ourselves with a home warranty. For the most part, claims submission with AHS is always good. I've also had good interaction with the techs who come and am always satisfied with the quality of work done.
I have a rental house in California, Maryland and wanted to make sure that the individuals who were renting the property had something that was economically affordable if something were to happen to the house, even though it was brand new, so I signed up with TotalProtect. I liked their networking and the availability of technicians, whether from HVAC to refrigerator repair, stove repair, air conditioning, gas, all at a moment's notice from one source. These technicians that have come are timely and professional, too. However, TotalProtect's claims processing needs to improve. The communication isn't at the level that I would like it to be at. It needs to be kinked out and worked out. Additionally, the cost of the overall service and what the customer receives back is a topic for discussion.
For instance, recently, I had an air conditioning system and one of the lines physically inside the HV system down in the basement had gotten backed up and clogged. It was leaking and flooding the basement and my tenant there had no idea what was going on. He had to vacuum up water about every 30 minutes so that it didn't continue to destroy things. We then called in and told TotalProtect that it was an emergency. After about 24 hours, we called back and it was never submitted as an emergency request to the company that it was subcontracted out to. Finally, after I and my tenant had to call multiple times to talk to a customer service representative, we finally got it upgraded to an emergency. About 48 hours after the initial phone call, the technician was finally dispatched. He diagnosed the problem and submitted it to TotalProtect.
But the TotalProtect rep called back and said they're not gonna pay for it because what the contractor submitted was that the clogged line was out in the condenser. But I explained to her that that there was no such thing as a condensing line. I also had the contractor, MLP Enterprises, call back TotalProtect to intervene and tell them that that was not what they put in the service estimate and that there's really no such thing as a condenser drain line. In the end, I had to pay for everything out of my pocket. It's not worth my time to argue with over a measly $39 I had to pay out-of-pocket. But it is a concern that if I'm paying $500 to $600 a year for the service and I've only used it twice in the last two years to the total amount of maybe $200 worth of work, then what's the point of having it?
Jayme - Thank you so much for taking my call today. Once again, I'm deeply sorry for the amount of effort you put forth to have your AC unit repaired. As discussed, the second deductible for $85 will be reimbursed to you in the form of a check and you should expect it no later than October 26th. Sincerely – John
Original review: Oct. 13, 2016
Air conditioner was not working I called and placed a claim. They sent Kennedy Service who never opened the unit but simply said to trim back some trees and the filter I had JUST replaced when the issue started trying to troubleshoot myself. I did those things the same day he told me to. The air temperature didn't improve so I called the company again and the rep told me sometimes it takes a little while to regulate and if it was still doing it in 10 days to call back. I did and requested they send a different rep since he didn't do his job the first time. They sent the same rep who charged another deductible and said the coil was bad. He said "that was probably the problem last time". The claim was approved and 2 weeks later finally fixed at an additional cost of $378. I have tried numerous times to explain to Total Protect reps that if the guy did his job the first time there wouldn't have been a second visit costing the second deductible. I am not questioning the additional cost as I understand things had to be retrofitted due to age of unit. The last rep told me I had to contact the service provider which is who told me to contact Total Protect to begin with so I am DONE going in circles. I went without air for almost two months due to the antics of this case.
Being that we’re retired, we figured having a home warranty would be the best. We went with TotalProtect and my experience when submitting a claim has been very professional and very prompt. The technicians have been good except for the one who came for the garage door. I had to call back and get another guy. Nevertheless, I’m glad I’ve got TotalProtect.
A relative said great things about TotalProtect so we went with them. When we submitted a claim to TotalProtect, the experience went very well. We got an immediate response and the process was not difficult at all. The claims rep was kind and the technician sent was also polite and knowledgeable.
To be on the safe side if anything breaks, I got a home warranty. A friend referred TotalProtect, and I have no complaints with them. Their work is very good. They come pretty fast, they're polite, and I'm very satisfied.
A home warranty is a security blanket. If anything goes wrong, I pay a fee and TotalProtect does the rest of it. I have no problem with the service except for the one with my air conditioning. They gave me two companies that would not come to the house because of the geography - they didn’t service the area. I had to call back twice. Finally, I got to the local guy from ACS. We’ve had him here on a couple of occasions and he's fine. All I did was pay the one-time $85 but I gathered it’s going up to $100.
I have been satisfied with everything that TotalProtect has done as far as when I've had a claim, they’ve taken care of it. But there are some issues with some of the contractors that they used. They sent a company named Air Solution out to my house to install a unit out there. Every time they submit a claim, it goes through a manager and that manager goes through that claim to see if those are good charges or if it’s not. But the manager dropped the ball on mine. He let them charge me $400 on so-called access to my unit. I called some of the supervisors over there and I complained about it. They did not get back to me and I know they got the material on September the 30th ‘cause I’ve seen it certified. I sent them pictures along with a detailed letter showing them that these people were lying.
Other than that, I had a good experience with them. There are some good technicians but there‘s some bad ones. This is the second one that I’ve phoned in in as many years. I phoned in another one and showed and proved to them that this other guy was also lying. He was ripping me and TotalProtect off. I showed that to the supervisor and she asked me if I can get somebody else to do it so I did. I sent the bill to the supervisor and she paid me back. All in all, I have recommended TotalProtect to many of my friends over the years and I will still do so. But they need to do something about this one particular incident. It's putting a bad taste in my mouth and I want my money back. I'm very dissatisfied with Air Solution coming out and taking my money.
When I lived in Michigan, I always had a home warranty. So when I moved to Florida with new appliances, I figured I’d get another one. Having it is valuable, but for one year, I had absolutely no use for it. TotalProtect couldn’t find anybody to come check on my appliances. It took me over a year before I could finally get them into my house. Then it got to be a game with me waiting to see how long it was going to take for them to find somebody. I live in Punta Gorda and for some reason, they have a hard time finding somebody to do the appliances. I finally ended up buying all new appliances because two of them just went defunct on me. I kept TotalProtect but I didn’t bother with them. Also, submitting claims on the phone takes a little while. They're usually respectful except for that one year when they were very disrespectful and I kept calling back and complaining.
Excellent follow up and the contractors sent out by TotalProtect have been good. I submitted my claims over the phone and I've had fast service through the whole process. I've had several things done over the years and I've been very satisfied with the work.
I decided to get a home warranty because I had an old home at the time and TotalProtect has been really good. It's just some of the vendors that aren't. I submit claims over the phone and getting somebody on the phone is fast. Their claims reps have been really helpful every time. The technicians have been really good up until this last time. I had two claims, one for my air-conditioner and another for my refrigerator. My refrigerator keeps going out on me and this last time it took the technicians almost three weeks to get the parts in my refrigerator. I was unhappy about that. It is fixed for now but I’ve already had it repaired six times. They also worked on my air conditioner but it has a leak somewhere in it, so they're going to have to come back out again next year.
I changed warranty companies a year ago and have regretted it ever since. I have used Total Protect three times, each experience worse than the last. Their inability to schedule a service call any sooner than a week after a call is frustrating enough but when I called August 23 about our broken dishwasher, the earliest I could get an appointment was Sept. 2. The technician came and informed me he would have to order parts and that he would have to return Sept. 20. More frustration, partly because their roster of approved technicians seems incredibly small and exclusive. Then I received two mysterious boxes in the mail. I had no idea what they were until I checked the return address and pieced together they wee the parts that were ordered. Very annoying as no one told me the parts were going to be delivered to my house. I almost returned them without checking because I assumed they were sent to the wrong address. On Sept. 20, a different technician arrived and, after about an hour I heard him say, "uh oh" Turns out the parts were the wrong parts. Not only that, he told me that even if they got the right parts he didn't think it was worth it and that I should have a replacement dishwasher. I said, great, c we do that? He told me it had to be approved by Total Protect. I called and the service rep told me it had to go through certain channels at Total Protect. I told her that the technician was right here and he could talk directly to her. Sh said they weren't allowed to do that and that it had to be submitted and then reviewed. I asked to speak to a superior and she said, "that won't do any good, they will tell you just what I have told you." She then told me she would submit my complaint and someone would return my call. Within an hour someone did call back. A woman who told me the request for a replacement dishwasher had been submitted and would be ordered, arriving in three to five days. She also assured me she would personally check on the status and make sure things were moving forward. I also had to call another place and approve the model of dishwasher they were going to order, which I did and asked that it be the white model, not black. This was a Tuesday. I heard nothing, so I called Friday and was told that the request was being processed. Ridiculous. I was furious by now and was told to check back Monday. I called Monday and was cheerfully told the order had been processed and approved Friday at noon, a full three days after it had been submitted. But the dishwasher wouldn't be delivered until the following Monday, Oct. 3. I was on an out of town school field trip Thursday Sept. 29 when I got a call telling me the dishwasher would be delivered the next day, Sept. 30. Knowing I would still be out of town, I informed my daughter that it would be delivered the next morning. The morning of the 30th the delivery company called me telling me they would be at my house by 10am; they arrived at 10:30. My daughter called me an hour later telling me they couldn't install the dishwasher because the power cord that came with it was too short, so they left it there, uninstalled. When I got home that night I discovered that, not only did they not install it, the dishwasher was black instead of white as I had requested. My experience with Total Protect was so dismal, I set about hiring someone to come in and install the dishwasher which cost me another $150. So, it took six weeks to get my issue resolved with the wrong color dishwasher and a lack of follow through. The point of customer service is to help your customers, something which Total Protect failed miserably. If one person along the way had said, "Wow, I'm sorry about all this, I will make this right and get your dishwasher to you as soon as possible," I would still be a customer but it seems the company will not empower its customer service reps to go outside their scripts and actually help customers. Maybe refund my deductible, or offer 6 months free coverage to make up for missing days of work, spending hours on the phone, being in a state of constant frustration for six weeks? No, they did nothing but recite their scripts. It's not their fault, but I suggest the powers that be look at their method of operation and d something radical like put customer satisfaction first. Again, a terrible experience and the absolute worst customer service I have ever experienced. I strongly suggest looking elsewhere for home warranties.
I read the literature about what TotalProtect offered and it became something I was very interested in. I've been with them for more than 10 years now. Every time I submit a claim, I’ve used the telephone to make a claim inquiry. Those were always satisfactory. Last Sunday, I tried a new way. I did it on the internet and it worked. I'm pleased with their service and the service providers that they choose. They're all very good. I had an issue with my garage door opener and I called this guy who I had a good experience with previously. He came out and said he's not covered with the warranty but he'll apply at TotalProtect to be a service provider. He ended up coming out because TotalProtect couldn't find anybody to come. Overall, I'm satisfied.
I haven’t had any problems submitting a claim and I usually get a fast answer. Everybody I've talked to has been helpful. However, I've had some providers sent that weren't satisfactory. Some people don't show up when I have scheduled maintenance. I call them and say that I have taken off work so I need to know if they're coming, and one tech that had been scheduled three times called me back only after the third time. This was after they hadn't shown up. They said they can come another day but I told them that I'm not taking off another day for them to not show up. Then one provider was very rude. His whole attitude was: "I'm not working for you. I'm working for the warranty company and I don't have to change anything." So I thought of listing these people and tell TotalProtect not to send them and I'll just get somebody else. So TotalProtect sent me a check with the name of the company that I decided to go with.
I'm a new homeowner and my brother-in-law was telling me TotalProtect was the best thing because they had used it and it was very convenient and easy for them. When I submitted a claim, I called and told them what my situation was. Then they gave me the name of a plumber to contact and that was it. My wait time was immediate. The process was seamless. Everything was done perfectly in a timely fashion and it made what I was going through way easier. The guy from Ted's Plumbing came on time and did an amazing job. He needed to come out a second time wherein he was running a bit late but he called me saying he maybe running 50 minutes late. It was a great experience all around.
I had a great experience with TotalProtect! BofA introduced them to me and it was a good fit. When I submitted a claim, I talked to their new machine and I don't wanna do that. But aside from that, it has been absolutely flawless. They took a look at the problem, I paid my copay, and everything was taken care of. The technician that came was outstanding. He let us know what he was doing, fixed the problem and we talked a little more. He was the most polite and efficient person. The repaired machine is still working.
With my refrigerator problem this will make my third claim in SIX years. The first time is was for my heating unit when I first bought my house. TPHW didn't cover whatever was wrong with it (it's been six years can't remember exactly what the problem was). The guy came out did his troubleshooting found the problem, fixed it I paid for it. Then the air conditioner began leaking, I put in a claim for that. The tech said that the drip pan was clogged of course the repair wasn't covered and I ended up making a deal with the company rather than going thru TPHW. Fast forward to 2016... the fridge. After placing the claim online the customer service rep called me and said that she would have Sears call me to schedule a time for them to come out...no call for 3 weeks. Placed a new claim online the service company called me this time instead. He came out did his troubleshooting said that the drain is clogged and the hinges are broken, he would have to call the warranty company to see if it's covered. You guessed it!! No not covered b/c it wasn't normal wear and tear...this fridge was in the house when I bought it and I've been in the house SIX years so it's been opening and closing for SIX years how is that not normal wear and tear. So in total if i want it fixed it will cost me $430....for 4 freaking hinges and to clear a drain?!?!?!? TPHW has seen the last of me.
We wanted everything to be protected when we bought our home. Somebody told us that TotalProtect was a good company and we should check them out. We did and we liked them. We just stuck with them for about 7 years now and everything’s been fine. Their contractors are very polite and very respectful. They do a pretty good job.
We've had TotalProtect for a long time because we have an old home. It has been a wonderful investment for us. I've had to make an air conditioner claim over the phone, usually because of a loose wire or the thermostat, and it ha been very good. The technicians have been very courteous and have always been able to fix it. One time they had to come back for the same repair but there was no charge. The work was excellent, and I've been very happy with them. They've been worthwhile to keep. I actually went to the next program up because I was so happy with TotalProtect.
My experience with the claims representatives at TotalProtect Home Warranty has been smooth. The contractors have gotten everything fixed and have been really good for the most part. However, there were a couple of instances that it’s tough to get somebody out here in a timely manner or get them to respond to a claim.
I've had TotalProtect since 2010 and it has been an easy process to submit a claim with them. I always call them to schedule for maintenance on my appliances. Then the contractors would normally call me within 24 hours. They would go through the whole procedure and check everything thoroughly. I've been very pleased with the contractors that they have sent out to take care of our maintenance. Overall, it's been a great experience. They lived up to what they're advertised to be and everybody that I've spoken with have been real courteous and very knowledgeable which were the reason why I stayed with them over the years. It's fantastic.
TotalProtect Home Warranty Company Profile
- Company Name:
- TotalProtect Home Warranty
- 1625 NW 136th Ave
- Postal Code:
- United States