TotalProtect Home Warranty Review
51 Customer Comments & 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.
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51 Customer Comments & Reviews
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This company is a nightmare! I've been getting the run-around for over 2 weeks regarding my broken ice-maker. Apparently, they subcontracted with Sears to do my repair and have blamed everything on them, taking no responsibility for the problems. Supposedly, the tech they sent out didn't get proper authorization for the new ice-maker that he said I needed. I'm not sure why this is my problem. All I know is that I paid my $100 deductible (and my monthly fees!) and I don't have a functional ice-maker. When I've tried to contact customer service, my hold times have been over an hour! DO NOT hire this company. This company is a complete scam!
Worst Customer Service ever! Thirty days and counting to get my home AC repaired. Put in a service claim over thirty days ago and Nothing has transpired to get my AC working. My house is Very hot and uncomfortable, my family and I are hot and frustrated. I have called Total Protect customer service number twice every day for the last two weeks and every rep gives me a different update on the claim. Every rep reviews the ticket and comes back to the phone . .. Well it will only be another day before they get to you!'' ANOTHER DAY in 90+ degree temperatures for a whole month!! Needless to say I am cancelling my service with Total Protect because I am Totally dissatisfied.
The water heater in the attic was leaking. Water was dripping from the ceiling running down and inside the wall and pooling in carpet. I called customer service and they referred me to a plumbing company that will not work on water heaters in the attic. I called back and was on hold about 20 minutes. This time I was referred to a company that the technicians walked in my house with muddy clay on their shoes from their previous job. They looked at the water heater and seemed like they didn't want to say the water heater had a leaking tank. Instead they were going to change the relief valve. I called customer service back and told them that I didn't feel good about the technicians. I didn't... Read More
I have been with Total Protect Home Warranty for 6 years now. I have only had a handful of problems. Nothing major until last month when my AC went out. To this date, my AC still does not work. I was given one company that I scheduled an appointment with (that took a week because they serviced by zip code) but when the day came and they were supposed to show up sometime between 8am - 4pm, they never showed up or called and I could not get ahold of them. That same day a different company called and said they had the detail. Had to wait another two days for the appointment. They had to come out a second time for a "proper" assessment. TPG did not like there assessment so they... Read More
Do not use this company - ripoff & a waste of time. I have used this company for at least 8-10 yrs, but their service has detoriated. I still have an outstanding issue with a leaking washing machine since 4/1/16(almost 3 months). It has been fixed four(4) times, and even after the original vendor said it couldn't be fixed, Total Protect reassigned the claim to another vendor, versus replacing it. Everyone I talk to says it has been an unreasonable amount of time, and attempts to fix it, but says their hands are tied. I have been told twice now that the claim has been elevated and made a high priority, and that a Regional Manager will call me, but nothing happens. Every time I call back, I... Read More
They are finding excuses to deny claims. I've had a plumbing issue where the waste pipe broke under a toilet. Even though pipe breakage is covered, they denied it saying that was caused by improper tile repair. What? I never had any tile, and moreover the plumber's report did not mention this at all. Next my two AC units stopped working. HVAC contractor said the coils were leaking on both units and needed to be replaced. TotalProtect says North Carolina code requires that the coil must be replaced together with the condenser, and because this is a code requirement, TotalProtect will not cover the condensers, only the coils (becasue there's an exclusion in the contract for modifications due... Read More
June 1: A very poor experience with Total Protect and my first claim. My AC unit stopped working the first day of June's heat wave in California. I called Total Protect and received cordial service. I was given a claim number and the name and phone number of an AC contractor to call for a service appointment. I called the contractor, I explained the reason for my call, however, the contractor sounded puzzled and said they had never heard of Total Protect. I gave the contractor the phone number of Total Protect and my claim number for reference for the contractor to call. In the meantime, the contractor gave me a June 7th appointment between 8 and 10 am; FIVE DAYS AWAY! I called... Read More
I have had the warranty company for some time. I have used them only a handful of times through the many years I have had them. recently, my A/C broke and I called them. The A/C person said it was an electrical issue, and that they would call Total Protect to obtain an electrician. After 4 days of hot weather, I called and there was no dispatch for an electrician. They said I could hire one and submit paperwork for reimbursement. I asked (on a recorded line) if all funds (not just what they normally pay) would be reimbursed. They said yes, all funds would be reimbursed. I acquired an electrician and payed around 52.00 more than what would normally be paid. I submitted my paperwork... Read More
TotalProtect Home Warranty is not at all for the customer as it turns out. I have paid into their service for many years and when I had a problem with a claim they protected everyone but me. They protected themselves and the awful plumber they sent to me. The plumber did not know what he was doing when he came to fix a "SMALL" leak in a toilet in a 2nd floor bathroom. He caused a "BIGGER" leak and as a result caused damage to the ceiling in the bathroom beneath that one. When I asked them to make good on it all they would tell me is that is not covered under your contract. They repeated this each and every time I tried to get them to understand. The damage was not caused by me and they... Read More
They do not use insured service providers. If they are insured, they do everything they can to prevent you from filling a claim. This goes for all "Cross Country Home Services" owned companies, including HMS. They refused to provide me with any sort of liscence number or insurance info for the people they sent into my home. They even contacted the company and advised them not to supply the info to me. They did $7000 of damage to my home from the faulty install, and I had to pay another $5000 to remove and replace the the units. They even refuse to provide me any written confirmation the company is liscenced. Worst experience possible with these crooks.