TotalProtect Home Warranty Review


Rating: 8.6 / 10 (Excellent)
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.

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

Exclusions

For a full list of TotalProtect exclusions, check out

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

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51 Customer Comments & Reviews

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R
Rana K
Denver, Colorado
7/7/2016
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!


E
Eutha M
Clinton, Maryland
7/5/2016
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.


M
Manuel G
6/27/2016
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


J
J.SJ.S.JJ.S.
Oklahoma City, Oklahoma
6/23/2016
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


T
Trevor C
Columbus, Nebraska
6/22/2016
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


Natasha M
Raleigh, North Carolina
6/16/2016
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


H
Hector R
Marysville, California
6/4/2016
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


Irving S
Seattle, Washington
6/2/2016
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


Pete E
Madison, New Jersey
5/12/2016
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


S
Sean a
Murfreesboro, Tennessee
4/13/2016
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.



Top Rated
Our Partner
9.7 / 10
  • Far and away the trusted industry leader
  • They have paid out over $1.8 billion in claims in the past 5 years
  • Nationwide network of more than 13,000 contractors
  • More than 1.6 million customers
  • Best reputation in home warranty industry