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TotalProtect Home Warranty Review


ConsumersAdvocate.org Rating: 2.6 / 5 (Average)
116 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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How is TotalProtect rated?

Breakdown

0.0/5
Transparency
4.0/5
Claims Processing
4.8/5
Coverage Options
0.0/5
Additional Benefits
4.3/5
Customer Experience

Overall Rating: 2.6 / 5 (Average)

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 Options - 4.8 / 5

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 Built-In Systems

  • Air Conditioning
  • Heating
  • Electrical
  • Plumbing
  • Water Heater
  • Central Vacuums
  • Smoke Detectors
  • Doorbells
  • Sump Pump

Covered Appliances

  • Refrigerators
  • Dishwashers
  • Clothes Dryers
  • Clothes Washers
  • Ranges/Ovens/Cooktops
  • Built-in Microwaves
  • Built-In 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 - 4.3 / 5

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 Processing - 4 / 5

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 - 4.2 / 5

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
https://www.totalprotect.com/
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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116 Customer Comments & Reviews

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S
sheilafernandez
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.

J
Joyce B
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

V
VJ P
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.

M
Marshall T
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
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.

E
Ed B
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.

C
Chris
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
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.

B
Bryan K
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.

B
Beth
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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