Total Home Protection review: Claim denied

I placed a warranty claim with this company on November 9, 2022 due to my water heater not working properly.

They assigned a company to do the work, I reached out to the company assigned and they did not give me a return call. I then called back to warranty company to advised of my experience and they were not able to find another company. I was told if I knew of another company I could get them to do the work and file a claim for reimbursement.

After this experience I requested to cancel my account, I was then told I was under contract and I could not cancel. I am livid at this point. The gentlemen then said well we are with new management now and here what I can do I can give you a few months free of service and then you can pay for the cost of the repair. Really, you joking right….. He said well this is the best we can do. OK I will stay but I need to get my water heater fix, so I will find my own technician and file a claim he said ok.

I found my own technician as they stated, I called and I was told the claim was closed due to me getting the free months of service. I wasn’t told the claim would be closed. I am totally upset now.

Again, the rep said it was nothing she could do. After I explain what I had been through to get to this point, she felt some type of way and decided then to reinstate the claim and take back the two months of free service and I had to start paying again in order to get my claim paid. At this point I am so upset and disappointed and in dyer need of my water heater needing repair, I said ok I will do this again,

I was able to find a reputable company in March 2023 to come out and diagnose the problem. I called the company and advised them of my technician and they suggested I get them to call to get the authorization.

My technician called and provided the claim number, his information and information involving the repair. They proceeded to tell him they had to get the authorization and for me to call to verify the claim.

On 3/2/2023 I spoke with the representative and I was told I had to complete the reimbursement form and send in the documents to support my claim. Never ever was I told the claim was denied or pending.

The last I call I did with the representative with the warranty company to verify how to complete the form, I even ask about the authorization number, I was told to send in my documents and the claim would be paid, just make sure I put the claim number in the subject line. At this point, if the claim was denied why was I told to send in the supporting documents. Furthermore, I was never sent an email regarding the denial. IF so why would I, continue to contact them for the authorization number and how to submit the claim.

On 3/6/2023, I received an email stating my claim was denied because I did not get approval.

Imagine my anger and disappointment when I read this email.

On 3/7/2023 I spoke with the representative Ralph and they stated I did my due diligence and he would get me over to the Retention dept. I spoke with Mason in retention and he stated unfortunately the claim was denied and their was nothing he could do. Then he preceded to tell me well there is one thing he could do which was give me a couple of months of free service and reduce my service call fee.

I explain this is not helping me with my concern, I am out $1,049.89 due to the company not paying my claim and nobody taking responsibility to tell me upfront the claim was denied. Your recording say your calls are recorded I need you to pull these calls and verify what your rep told me to do.

While I was talking he was talking over me it became like a shouting match. I proceeded to tell him I would reach out to the media, upper management and other sources he replied it doesn’t matter, the decision is the claim was denied. He then hung up on me. This was very unprofessional.

I’ve been a very good paying customer for over 3 years with no missed payments or issues and only 1 claim filed before this one. That was an issue too, but not as treacherous as this one. This is the treatment I get when I am in need of your service and I had to find my own repair technician and now I am stuck with the bill. I am very unhappy with this experience I want to be reimburse as I was told I would be by the company rep.