TotalProtect Home Warranty Review

Rating: 8.6 / 10 (Excellent)
53 Customer Reviews - see all comments
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TotalProtect is a line of products by Country Home Services, Inc. Their service provides affordable coverages, comprehensive plans, and 24/7 customer service. With their network of 40,000 pre-screened technicians and call centers in Florida and South Carolina, Country Home Services Inc. is among the largest, leading home warranty companies in the country.

How is TotalProtect rated?

Breakdown

10/10
Coverage
8/10
Reputation
9/10
Contract & Price
8/10
Claims & Service

Overall Rating: 8.6 / 10 (Excellent)

TotalProtect's home warranty service is notable for their industry-leading policies, including low premiums and long-term service recall periods. These benefits are counterbalanced by their higher-than-average service fees and overall negative presence online. In the case of the latter, the sheer number of customer complaints may be enough to give potential customers pause, despite this being generally true of the industry at large. While keeping that in mind their full refund policy may encourage those on the fence to give them a try.

Coverage

Key Facts

Plan Types
Systems
Appliances
Combo Plan
Benefit Limit Type
Per Item
Typical Systems Benefit Limit
$1,000

Coverage - 9.5 / 10

TotalProtect’s home warranty policy options, (appliance, systemic, or combination), are designed to suit any customer’s needs. By covering many common appliances, systems, and specialty items, albeit with itemized caps, this company operates similarly to its competitors.

What does TotalProtect cover?

Covered Systems

  • Air Conditioning
  • Heating
  • Electrical
  • Plumbing
  • Water Heaters
  • Central Vacuums
  • Smoke Detectors
  • Doorbells
  • Sump Pumps

Covered Appliances

  • Refrigerators
  • Dishwashers
  • Clothes Dryers
  • Clothes Washers
  • Ranges/Ovens/Cooktops
  • Built-in Microwave
  • Trash Compactors
  • Garage Door Openers
  • Garbage Disposal

Specialty Items

  • Pool/Spa

Contract & Price

Contract Details

Annual Premium
Starting at $230
Minimum Contract Length
12 month(s)
Home Inspection Required for Contract?
No
Online Quote/Application

Contract & Price - 8.5 / 10

Starting at $230, TotalProtect’s premiums are the most affordable in the industry. Their 12-month contracts, moreover, do not require home inspections beforehand. Personalized quotes are available by way of their online calculator, and they offer full refunds within the first 30 days of the contract, provided no service has yet been performed.

Sample Contract

TotalProtect provides a sample contract for potential customers on its website: TotalProtect Sample Contract

Cancellation Policy

1. You may void this Agreement within 30 days of the coverage effective date for a full refund of the contract fees paid if no claim has been made. The right to void this Agreement as provided in this paragraph is not transferable. A ten percent penalty per month will be added to any refund required under this paragraph, including any accrued penalties, that is not paid or credited within 30 days after termination of this Agreement pursuant to this paragraph. 2. You may cancel this Agreement within 30 days of the coverage effective date if a claim has been made, or at any time thereafter, at which time you may be entitled to a refund of unearned contract fees paid based on the short rate schedule less a processing fee of twenty-five dollars ($25) and less the cost of any services performed pursuant to the Agreement, where permitted by law. If the refund calculation results in you owing us payment for services provided, we may bill you for the lesser of the net amount due to us or the unpaid annual term contract fee. We will bill or charge you any balance owed to us through the same mechanism as any previous installment billings, or we will direct bill you if such a mechanism is not available. 3. We may terminate this Agreement immediately, after any applicable notice provisions, for non-payment, fraud or material misrepresentation. If we terminate for fraud or material misrepresentation, this Agreement is void and we shall refund all paid contract fees if no claims have been made. If a claim has been made, we will follow normal cancellation procedures as outlined in this section.

Claims & Service

Claims

Service Fee
$75, $125
Waiting Period
30 days

Contractors & Service

Contractor Selection
In-Network Only
Contractor Network Size
40,000
Service Recall Period
180 days

Claims & Service - 8 / 10

Though they have low premiums, TotalProtect's maximum service fee of $125 is high for the industry. Having said that, their recall period of 180 days is industry-leading. Otherwise, TotalProtect’s in-network exclusivity, as well as its 30 day waiting period, falls directly in line with the industry average.

TotalProtect Reputation

Company Details

Year Founded
1979
BBB Rating
B

Reputation - 8.3 / 10

TotalProtect’s parent company, Homesure of America, has maintained a B rating with the Better Business Bureau since 2007. There are, however, 1,662 total complaints, as well as 61 negative reviews. This is opposed to their three neutral and two positive reviews.

Contact & Additional Information

Homepage URL
Company Phone
(866) 607-9674
Headquarters Address
1625 NW 136th Ave, Sunrise, FL, 33323
Mailing Address
1625 NW 136th Ave, Sunrise, FL, 33323
Year Founded
1979

Top Rated
Our Partner
8.6 / 10
  • 30-day money back guarantee
  • 6-month guarantee on covered repairs
  • 24/7 support team
  • 3 home warranty plans to choose from
  • 40,000 pre-screened service technicians
  • Save $100 when you sign up by phone, choose a Combo Plan, and pay your annual premium at time of purchase (not valid in all states; call to see if you qualify)

Latest TotalProtect Reviews

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LARRY R
Ashburn, Virginia

5/16/2018
I own a pharmacy, if I treated my customers as poorly as Totalprotect does, I would have no customers! My wife has had 3 strokes this year and another incident last week.--Still waiting for their authorization to fix my furnace from a service call MARCH 3 2018!--As its tied to my central A.C. no a.c. means over 90 degrees in the house. Service has deteriorated horribly from over 12 years ago--I can no longer recommend this company!


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M J
Brooklyn, New York

3/6/2018
I made a claim for my washer and took the day off for the tech to come home. I waited for a couple of hours and the tech didn't turn up. After multiple phone calls with Total Protect, they assigned a tech the following week. The tech came the following week took a look at 2 minutes ask for $100 check and said that something snapped inside the washer. He told me Total Protect will get back to me within 48 hours. Many 48 hours passed and even after multiple phone calls, today, I am told the claim is rejected because it is a pre-existing condition in the washer!!! I can appeal getting another tech from outside and give them the info. Total Protect caused $100 and 2 vacation days and in the... Read More


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Betty
Phenix City, Alabama

1/27/2018
Very slow at getting the job done. Lots of extra charges involved when replacing equipment called them on a broken washing machine said it would be at least two weeks before someone could look at it.


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Manuel
Miami, Florida

1/8/2018
I have been 7 years with this company, now that my AC start getting problems, they increase my deductible. I have call them about 5 time for problems with my AC, and almost always with the same problem. They sent a technician to my house that the only thing he do is patch the AC, and ask for the deductible. After 5 times doing the same I decide to cancel my police with them, and replace the AC by myself. At that moment they ask me for a cancelation fee, and the person that told me that, was very rude. Really a bad company and service. I do not recomend anybody to ensure their appliances with them. It is a wasting of money for a real bad service.


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Bojan
San Diego, California

11/22/2017
I've been a TotalProtect customer for 4 years. My washer-dryer (single unit) has started making a metal-grinding noise a few months ago and it has been getting progressively louder. In addition, the drier started ripping clothes and leaving what appeared to be burn marks on clothing about a month ago, consistently, on every load, so I submitted a claim to get the unit serviced. First issue - the first available appointment was in 3+ weeks. A Sears Appliance service tech came out at the time of scheduled appointment and determined that the unit needs new dryer slides/seal because the existing one was completely worn out, getting the clothes stuck, causing the ripping and rust stains.... Read More


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Tina A
Weatherford, Texas

11/17/2017
I have called multiple times, no answer. This company is a scam.


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Deborah M
Beaumont, Texas

11/7/2017
I placed a service call on 9/19/17, I did not get an appointment until 10/5/17 but I was not to upset because Hurricane Harvey had just happened and I figured that because of the enormous loss was the reason for the long period for an appointment. Wheel the repair persons came out and repaired my stove but told me that my dishwasher needed to be replaced. So I still have e not heard from anyone and it is 11/6/17. I call 10/20/17 and was told that they would expedite my service order, still no call. Today I have been on the phone with them for two and a half hours, 28 minutes the first time, when the person answered they hi g up on me, called back on hold ten minutes, when the lady... Read More


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sheilafernandez@comcast.net
Goose Creek, South Carolina

8/23/2017
I have never had a satisfactory response from this company. I have had to come out of pocket for much more than the company has. Customer service is non-existent. I would not recommend them to anyone. They have a good sales pitch and that's where it ends.


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Joyce B
Riverside, California

8/11/2017
Have been trying to ge ahold of the customer sevice dept for 5 days. One day I was on hold for 1 1/2 hrs. Finally hung up. In fact I am on hold right now, 5th day. My contract is expiring and I AM TRYING TO cancel. Be warned this is not a good company. 8/11/17


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VJ P
Kennesaw, Georgia

8/1/2017
I called the customer service because I couldn't access my online account. After an hour wait, the customer service representative transferred me to member services. After another 30 mins they asked me to call this number 18775509254. When i called it said "Thanks for calling Sears". I don't know if they are lazy or stupid. May be both. Be aware, they do not pay for modifications. If your appliance needs to be replaced they will only cover for example water heater. I had to pay almost 1000 dollars out of pocket plus so called 100 deductible for parts and pipe mods. The deductible is going up to 125. I regret leaving American Home Shield.


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Marshall T
Raleigh, North Carolina

7/21/2017
When I signed up for total protect, the assured me “Unlimited Claims Coverage; No matter what the total cost of repair or replacement, all covered claims will be paid for by Total Protect.” However, when my hot water heater cracked and required replacement, they only covered $648.65 out of the $1876.88 cost to replace. To make matters worse, the hot water heater was specifically listed as a covered item. TotalProtect also assured me that “There are plenty of service technicians in your area to help with any claim” and that “Total Protect pre-screens the service professionals in your area so that you’re guaranteed a reputable and trustworthy service company.” However, there was only 1... Read More


Abdulvahit O
Terre Haute, Indiana

6/13/2017
So far i hate it. I am with them about a year. May 18th our ceiling fan broke down, actually fell down. Filed claim. Had e mails about how they are going to take care of it. A week later i called them.been told electrician have our claim we should contact them. I called electrician. They said "we are all busy, when we have time we will get to it". Today is jun 13th. Nothing is fixed yet. So far i hate it.


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Ed B
Austin, Texas

5/19/2017
Contract number 91750046. I be promised a check for my appliance that went out for 75 days. Every week they say 10 more business days. They cannot provide a copy of the check to prove it was sent. Long holds and long wait times every time I call in to find out where my money is.


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Chris
Ponte Vedra Beach, Florida

5/17/2017
Total Fraud of a company! Dont waist your money! I have this service on 2 homes. One of the homes had a fridge go out 02/24. A tech came out a week later and diagnosed the issue. Total protect couldnt find the part to resolve issue so they stalled for 2 weeks. On April 1st they said it would be another month because the part had to be made. On 05/01 the part they ordered ended up being the wrong part. 3 months later I still dont have a working fridge and now the supervisors wont return my calls. When I cancelled the service on the other property because of this issue the rep cited some obscure clause in the contract saying I had to pay the balance of the remaining year since work... Read More


Tom C
Saint Augustine, Florida

4/17/2017
they covered my Ac system paying for a new unit. It was not easy as I would have liked but they covered a 5k expense . The co pay for repairs was 85 so you were not fast to call on something you could fix yourself. When they were called they did respond and had great tech who did a good job. I would even say the tech were outstanding not trying to sell up service. etc...My only complaint was cost of coverage and the cost of co pay. after experience another service I got a idea of value.


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Bryan K
Edmonds, Washington

3/4/2017
Do not go with this company. Went against plumber recommendation to replace, but instead to get parts for a 12 year old water heater. Sent wrong parts twice. Horrible customer service.


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Beth
Greensboro, North Carolina

2/17/2017
At this moment I am not a happy customer - Total Home Protect has always provided us with amazing service. We have been their customers for the past 5+ years. Paid our monthly service fee without fail and yesterday we receive a notice that they are increasing their per occurrence deductible from $75 per occurrence to $125. That is Price gouging and I'm no longer a happy or satisfied customer. They stated that their corporate office did this so that they would not have to raise the monthly fee. Well I could understand if they raised it to $100 - but to $125.. No WAY! So FRUSTRATED! Searching a new home warranty company today!


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Keith

2/14/2017
RIP OFF! BUYER BEWARE!!! Premiums paid for 2 years. Sunday night refrigerator starts leaking water...call them to get a claim started. Call Monday to follow up...they can get someone out by Wednesday. Wife had to take off Monday to rotate towels to protect the floor...until a plumber could get out (First $100 deductible). Then I took off Tuesday to await the Service Tech. He arrived a 4:15 p.m. and needed my help with the fridge. He called TOTAL PROTECT to make sure the component was covered...it wasn't. They cover the ice maker but not the filter housing. (Second $100 deductible) They quoted me the part and labor...another $300 and I can buy the part myself and schedule the... Read More


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Sue
La Grange, Kentucky

2/13/2017
Propane Hot Water heater goes out Friday morning. I call and they advise I have to use plumbers in their network and out of all the names they gave me, none of them worked on Saturdays. I found a plumber who would install on Saturday but Total Protect told me I would not be reimbursed for the costs. I use one of theirs and they come out Friday to do the diagnostic, unhook the tank, and now I only have cold water from my faucets and not the showers. Total Protect tells me later in the day, they will work on this even on Saturday morning but it could take up to 3 business days before I get a new tank even though my claim is coded URGENT. Monday morning they call to say they have sent... Read More


Beth K
Glendora, California

2/4/2017
I've had total protect for over 10 years, and have been happy until now. I needed my ice maker fixed, they sent out a tech from Active appliance in Van Nuys, CA. 2 weeks later I find out the it isn't covered and the tech should have called to get the repair approved before fixing anything. Now Active appl. is sending me to a collection agency for the charges, spoke to a Karen a total protect and she said that it"s Active appliance's error and they won't pay... so I'm stuck in the middle... the have to pay $$$.


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Christine W
Roseville, California

2/1/2017
They claim that they will warranty your appliances and all you have to pay is the $85 service fee. THIS IS A SCAM. They contract through Allright Mechanical (which only has 1.5 starts on Yelp) and Allright attaches all sorts of additional costs that aren't covered in your contract in order to make up the labor cost that Total Protect doesn't pay for. I submitted two claims. The first was for an AC unit. Total Protect claims that the cost of the unit and labor was $800 (which they paid) and that I owed an additional $1000 for the uncovered costs that Allright was charging. I just submitted a claim for a water heater. Total Protect offered to pay $600 which is suppose to cover... Read More


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Stefanie
, Pennsylvania

1/18/2017
I had Total protect for year's when I would make a claim they came right out took care of the problem paid my deductible which was $50.00 at the time no problem. I think someone else bought the company for the profits only I had two policies on two homes and I filed a claim for a water heater that burst,I called to file a claim they sent someone out but told them to charge me $400.00 why would I pay that when I suppose to have a warranty, I cancelled myplan never to use them again that's why I had a warranty so all I had to pay was a deductible not pay Total protect monthly plus pay for the water heater. THIS COMPANY IS NO GOOD!!! Do not waste time or money.


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David
Arlington, Virginia

1/13/2017
My first few experiences with TotalProtect were actually quite good. This last experience took a complete turn for the worse. When I didn't receive timely service from the appliance repair company they assigned, I called TotalProtect. They assured me someone would call me back...they didn't. When I called TotalProtect back to inquire, and told them how unacceptable their service has been, the customer service agent told me, "Why don't you call back and get somebody who cares." Then she hung up on me. Do not use this home warranty service.


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Tony T
Indianapolis, Indiana

1/6/2017
We submitted two claims on or heating system. One was for a leak at the boiler and the boiler it self. When the first technician came out and look, he agreed and call it in that the pipe going to the boiler need to be replace because of the leak. Total Protect approve the repair! So he came back and cut the pipe of and determine the boiler was bad as well. So he called that in. I was not happy about his decision to quickly determine the boiler was bad, so i requested a second opinion. Total Protect then sent out another Tech who determine the heat exchanger was bad and that it was wired wrong when install. I call back to Total Protect and requested to speak to a manager. They assign me a... Read More


Misty H
Tulsa, Oklahoma

12/23/2016
Worst home warranty I ever had to deal with I will tell everyone I know not to waste your money they tell you everything you want to hear and when it comes down to them knowing anything about the company's they send to your home it's a racket....the two companies they sent just wanted to have me pay $400 out pocket for repairs that the home warranty company doesn't cover and so I had a real plumber come and I didn't use this so called home warranty company and I paid $150 to fix the hot water tank!!!