TotalProtect Home Warranty
Reviews and Complaints

The home service plan I have shows that duct work is covered. I put in a service call and had their provider come out on June 29, 2022. Tech stated the ducts needed to be replaced. Company stated they turned in the report, but now I am told it won't be covered. I can't get in touch with anyone and the wait time to speak to a representative is ridiculous. My ducts are split and need to be replaced.

My hot Water tank has been broken since May 9th 2022.

On May 9th 2022 I called to have someone look at it I Paid the $110.00 dollar fee. The first company they assigned me told me that he doesnt know why they are sending him service work his truck is broken down. So I cakked again they assigned me to Shine Michanical, Inc. [protected] they said they would come on May 10th. Well they never showed I called Total Protect again and they tried to assign me someone else by the couldnt get to me for 10 days. so back to this Shine Michanical this time they showed up. Hardly said a word to me and said i needed parts and he will order 7 days go by and I heard nothing from them I called and called and theres no answer and you cant leave a message. 5 more days later he shows up unannoused and then tells me i need a new hot water tank he will have to order one. another 7 days later i hear nothing so i called finally someone answers He tells me i have to pay him an additional $150.00

for parts i asked he if he could please send me a list of what parts i need that was 7 days ago i recieved nothing It is now June 15th and i still do not have a working hot water tank. I am Handicapped and walk with a walker I have to bother family members to go to there house and use there shower.

We have been a customer with Total Home Protect (Cinch Home Services?) for many years. We have always paid by monthly direct draft $42.65 from our checking account. Recently I received an email that the payment was unable to be processed. This was due to a change in the Debit Card number and expiration date due to a bank merger between SunTrust and BB&T now known as Truist. When we tried to call and give the new card information the Cinch Services representative told us we were 8 months behind on payments and owed $362.09. We have the bank statements and the Total Home Protect statements that show otherwise. another representative also said that the $362.09 payment couldn't be processed as well. I tried explaining to them that we did not owe that amount and both employees were confused as to what I was talking about! Neither employee would or could help resolve the issue as they were totally clueless. With your company trying to draft an over the limit amount in my checking account it is causing overdraft fees at my bank. If I put a stop payment on it, that costs $35. Has something happened within the company that has caused a glitch in payment processing and or accounting? We have had to either stay on hold for an operator or have them call us back for an hour.

I filed my claim in September 2020. They finally paid a nominal amount of the cost of a Ceiling Fan/Light Kit. I am still waiting on 1-23-22 for the fan to be installed. I dealt with Tom Harken [protected]
I understand that he is in the Philadelphia office. He was nice and purported to assist me early on, but then he stopped returning my calls.
A man named Mark at [protected] x722 was enjoyable, but he was not able to get it installed for me. I spoke with a very pleasant woman, so sincere, but all she could do was put it in line for handling.
All integrity had long left here.
The others with whom I spoke were mainly a box of rocks.
This company with its new name has no reason to exist, as they are Charlestons of the first order. Liars and cheats! And I still want my ceiling fan & light kit installed!

heat was not coming on so filed on line for service . a service man came from sears to repair unit . he said we needed an electrician . i called number on monthly statement and agent said we needed to pay another fee which i did and he said he would set up service repair . 4 days later we receive a form saying could not get us anyone any time soon so for us to call someone in to service and do forms for you to reimberse us . i do not have the funds to be able to do this . please get a repairman for us

My dishwasher broke in 2020 Oct after much fuss the repair man said that the part that is broke cost more than replacing it.
after 5 months of back and forth they offered me 150 for a 3 year old 700 dishwasher! Now to add insult to injury they NEVER sent it!
The company kept changing claims processors so every time I called I had to explain everything over and over again.
I have never dealt with such incompetence in my entire life.
At this point the only people I would recommend to are the Taliban!

I have Total Protect Home Warranty. It's in the heart of summer and my home doesn't have air. Sears automatically schedules service repair appointments "without" even having the parts on hand. Now, when I call now, there's a so called "system upgrade" going on and they can't access my account. Has anyone gotten that message before. Well the upgrade has been going on for three days. You automatically scheduled an appointment for 21 Jun and what I want to know is will you have the part this time or is this just another tactic you use to put off your customer. Awful, Awful. You need to learn something from the school of Walmart or Chick Fila on how to treat your customers and provide outstanding customer service. No wonder you went under Sears, get it together.

I have had to call them 7 times for repairs on my refrigerator. The last time I was told the parts are no longer available for my fridge (over 20 years old). I have to wait 2-3 weeks for Sears A&E appliance repair to notify them if they are able to locate the part or that the parts are no longer available. Yet, Total Protect is not doing anything to replace my refrigerator. I told them my husband is diabetic and we have insulin (which is very expensive) in there and need it working right. Total Protect response: "Well don't put his insulin in there". Like where else am I supposed to put it! How many times before they replace the appliance?

I have had to call them 4 times for dryer repair. My dryer is less than 20 years old. It keeps making very loud noise when running. The repair man happened to have one of the rollers in his truck stating they cannot get those parts anymore. He replaced the one but said the other will be going soon as well.

I contracted with Cross Country Total Protect, PO Box 550607, Fort Lauderdale, FL 33355, a couple of months ago. Every time I tried contacting the company to schedule service it became a nightmare. Poor customer service. Representatives are clueless in their job. No supervisor or manager is ever available to discuss issues. The service providers even complain about Cross Country/Total Protect and many have opted out of being on the list. Claims take too long and are often denied. This is the worst company I have ever dealt with! They don't even care that they do a terrible job in servicing their clients. I have cancelled all contracts with them and will never use them again!

I called to the customer services of Totalprotect Homeowners. I told that there were problems with my heater and the rep arrived on the next day. He took the main part and didn’t fix the heater. He didn’t tell me when he wanted to come back. I called them again, but at this time, the rep told me that I would need to wait longer. They didn’t connect me with the rep, who would reply to all my questions. Don’t use their services.

I have been waiting since Jun for a refund check after of course they lost the first reciept wanted to replace product with substandard product. I would never suggest to anyone to buy into their services. The first area of issue for me is their customer service call center- They take too long to respond to the call and then they have no solid answers to questions. They send you around and you are again put in this holding pattern. They have a recorded message that states they are dealing with unusal number of calls and claims. WELL HIRE MORE PEOPLE- if business is that good. They fail in every aspect as a service and I am also going to process a complaint with BBB today. I dont think that waiting 4-6 weeks is too long to wait on funds if it happened that way but we are now looking at 90 days and that is my friends rediculous. If you were in a critical situation where you have to spend out of pocket money then why worry you will save in the long run to just buy your own appliances when they fail. WHAT A JOKE! DONE AND DONE!

DO NOT USE THIS COMPANY! I will be sharing my experiences with multiple websites. I was supposed to get the first month of the warranty for free in April 2015, but TotalProtect took the monthly fee from my account anyway. I had to call my bank and place a stop-payment on the transaction. The bank gave me my money back and got reimbursed from TotalProtect.
When I filed my first claim on May 14, 2015 to have my air conditioning unit repaired, the technician calling himself "Mike" from the vendor company A to Z Heating & Air in Auburn, GA arrived on May 19 and demanded payment of my $75 deductible prior to doing any type of work. I refused and called TotalProtect customer service to verify this policy, which the technician ("Mike", whose actual name is "Manuel" or "Manny") claimed he "had to do or he would get in trouble." He then lied to a representative named Deborah, claiming I did not want to pay the deductible. I spoke with Deborah and let her know in front of "Mike/Manny" that I had no problem paying the $75 deductible, but this technician needed to do some work before demanding payment. The customer service agent "Deborah" agreed with me and told "Mike/Manuel" the technician that he at least had to do a diagnostic on the air conditioning unit before demanding payment. This is when "Mike/Manuel" got angry because he was told to do work before demanding payment and proceeded to write an invoice stating that my unit had a pre-existing condition. When I paid the $75 deductible and asked for feed back regarding the repair, the technician said that "TotalProtect would call with the details." I called TotalProtect and spoke with a very rude senior manager named Demetrius Fowles. Fowles claimed he would follow up with the vendor, but was too lazy to look up the correct vendor phone number. I had to provide Fowles with the vendor's phone number. Fowles later called and left a voice mail, claiming that TotalProtect would not repair my air conditioning unit because of a pre-existing condition. Fowles proved to be very arrogant and lacked common sense, siding with the vendor before gathering all of the facts. He really could care less about the company's clients and should be terminated because there is no telling how many other customers have had horrible experiences with this person. Fowles is apparently not very good at basic math, because the company lost my $600 warranty because they cheated me out of a $75 deductible and a repair that they are responsible for. UNLESS YOU WANT TO BE CHEATED OUT OF YOUR HARD-EARNED MONEY AND YOU WANT TO BE TREATED RUDELY, DO NOT USE THIS COMPANY!

Do not use TotalProtect Home Warranty! My AC broke down and they rejected my claim saying that it was "pre-existing." Oddly, my AC technician, did not agree, and said there is no way to say for certain it was pre-existing and that it could easily be a very recent problem. Becaues of a slight ambiguity, TotalProtect rejected the claim and refused to pay for the repair. It seems to me that they could easily claim "pre-existing" for any number of situations because, I as a consumer, am not able to say 100% that it was not pre-existing. I'm sure they've used this many times before and will use it many times again. As expected, I searched this company online afterwards, and indeed there are many, MANY complaints on this company not paying claims. This is how companies like this make money. They do not make money by paying for your repairs. The more claims they can get out of paying, the more money they make. I immediately concelled my contract after this. I will never pay this company another cent. Do not throw your money away in this company. TotalProtect also goes under the names of Home Warranty Service, and HMS. I'm sure that they have multiple company names so that all the complaints cannot easily be compiled together. Do your research, this company is plagued by huge amounds of bad reviews!

I recently filed my first claim with Total Protect. My A/C unit stopped working in the middle of July in Texas during this 3 digit heatwave! A tech was supposed to come out between 8-12 Monday. 1230 and no one had arrived. Called Sears, which is who Total Protect made the appt with, to find out where the tech was. He had called in sick, but not one had bothered to call to tell us as we sit waiting in thisd 95 degree house! They told us the next available appointment would be Thursday. Unacceptable. We called Total Protect and they made an appointment with another company to come out ASAP. I thought this meant Total Protect was a company on it's toes ready to take care of their customers. Boy was I wrong. The guy they sent out, from J and L AC repair, was nice, but incompetent. He didnt bring any of the tools or machines he needed, and didnt bother getting into the attic where part of the system for the AC is. Instead of leaving and coming back with the propter tools, he wrote a report that was contradictory to what he said was the problem. So the drama begins. Our AC was not repairable. Total Protect told us that we didnt do the proper upkeep on our unit, so they were not going to replace it. They told us that had we called for the 1 of the 4 free maintenance services, it would be covered. Ok but wait, i havent been with you guys but a few months. So when should i have done this. But then when they explain what the service covers, there's no mention of AC upkeep! I am beyond confused at this time. I explain to them that the guy they sent out to fix the AC did a half -A job, they offer to send someone out for a second opinion...at our cost. This is the worst home warranty company ever. It's like they will do and say anything just so they wont have to replace broken appliances. At this point in time, I've been without AC for 4 days, with no ending in sight, other than me shelling out thousands of dollars for a new unit.What am i paying them for?! What a waste of money! I think I'm going back to AHS!

It is now June 17th, I have been trying to get my central air conditioning repaired since May 2nd. The Heatint & Air Conditioning Service Total Protect uses, is not only incompetent they are also dishonest. I have called Total Protect several times to complain, and there response was they can only go by what the US Heating & Air tells them. We have been without air conditioning in 96 to 100 degree weather for over a month now. We have had to purchase window units for the bedrooms so we can sleep at nights. Three units at $150. each, the technitions at US Heating & Air do not have tools, and are clueless about simple repairs.I went online and was able to find the cause and solution for our air conditioning problem. Total Protect & US Heating & Air have no interest in solving the problem.

Total protect gold is a good product very well mannered and came when i needed them and fix my dishwasher and washer machine and replaced my dyer. . . I totally didagree and love the service

on 5/1/10 we called Total Protect to file a claim that our upstairs air conditioner wasnt working, not cooling any longer. they sent out a team to work on it, it worked for about an hour. we called back and to let them know, about 2 weeks later a crew came out and worked on it, it worked for about an hour, this was 5-17-10. It was decided that the compressor was out and a new one needed to be ordered. it is now july 6th, 2010, we still have now air. Two supervisor from total protect were supposed to call and let me know the status of the part that they've ordered now three times. No one has called yet. when I called back today 7/6/10 to find out why the supervison who was to call me the evening of 6/30/10 never did, he said he would find out what is going on and call me back today, he hasnt called me back. i know complaining here wont help my situation any, but maybe it will help some one looking for a home warrenty company not make the same mistake we have.

its has been over 8 weeks since I started the claim to fix my a/c unit . They never call me to let me know what is going on. I just called again 05/25/2010 to find out that the equipment they ordered is no longer
availible. but they were working on getting it replaced. I just finished reading 12 complaints from other home owners with simular problems with this company. How can a company like this one stay be alowed to rip off so many people and not get shut down ? tell everyone, post it everywhere DO NOT BUY ANYTHING FROM THIS COMPANY HOMESURE OF AMERICA, INC / TOTAL PROTECT HOME SERVICE PLAN...

Filed claim for three appliances in the same category as instructed by customer service represenative at one time only to save on deductible expenses, and was denied claim stating "previous condition ". so-called supervisors Shawn and Tido argued with me back and forth stating same to no avail. Service Provider Dail 1 came out two weeks later, and expressed to them that condition of products (fairly new) that the product only needs repairing. no matter how likely or unlikely for these occurences to take place one after another can't be approved or disproved. My claims should be honored and respected as a valued customer, and not to have to haggle about the same.

This company has come through for me time and time again. Well worth the $37.95 a month payment. I was delighted that they paid me $325.00 for a 14 year old Amana washing machine that cost $1, 400 new. They offered a new $500.00 washer, but I took the $325 and bought a front load top of the line Kenmore washer/dryer...$2, 500 on sale for $1, 595...less the $325 from home protect cost me $1, 270. What a deal. My 20 year old hot water boiler heating system has failed three times and Total Protect paid for repairs each time...total of $1, 600. Three days ago the exhaust motor on this system boiler went out which burned out the ignitor switch to the gas burner. Total repair cost will be around $1, 200. Thank you TOTAL PROTECT. I wrote this because unrealistic bashing should not be made against this fine company.