On 10/15/2020, I called Total Protect (1-800-474-4047) at approximately 1800 hours to open a new claim for backed up toilets. Was told that someone would be out the following day. On 10/16/2020, I called at approximately 1100 hours, to open another claim for my hot water tank leaking. I was transferred without explanation to Sears Home Repair (1-800-827-6655), whom attempted to solicite my business. I again called Total Protect to report me issuess (toilets backed up and hot water tank leaking). I asked for both claims to be joined.
I was assured that someone would be out today and that it was being listed as an emergency and given a claim service # FCCNA21B191A-1. At approximately 1800 hours I called yet again, asking "Where was the technician for my claims?" I was told they were "Searching for a company within their network to do the job and no company had responded yet". I asked to speaak with a supervisor, and was told, "No supervisor was there". I requested for a supervisor to call me and was told, "It could take up to twenty-four hours for a supervisor to return my call". I was reassured that they would have someone out the following day.
On 10/17/2020, I called at approximately 1000 hours, and was disconnected several times, transferred, and given several different phone numbers to contact (1-800-841-4500, 1-800-331-7421, 1-800-321-7421, 1-844-627-6003). At approximately1500 hours I received a call from someone at Total Protect, stating, "That since it was going into forty-eight hours of filing my claim, their policy was to give me the option to contact a service provider outside of their network to do the service, and I would be respoonsible for paying my deductible ($125.00) and anyother cost to them.
They would reimburse me for the out of pocket expenses, once the technician informed them of what the problem was, and that they were sending me an email with the information on how to get reimbursed". I recieved the email, I called out a technician (whom arrived at approximately 1615 hours). Once the technician located the problem, he attempted to call Total Protect twice at the phone number they provided me with (1-800-841-4500), and was disconnected both times. I called the main claims phone number (1-800-474-4047) and was told that the "Claims Approval Authorization Department does not work on weekends".
This information was not included in the email. Aside of the backed up toilets and the hot water leakage, we now have water damage in the closet, from the leaking hot water tank. On 10/19/2020 at approximately 1000 hours I called yet again, inquiring about my claims. And requesting to speak with someone in the Claims Approval Authorization Department, and was told the "They only talk with technicians" and was reluctantly given another wrong phone number (1-800-321-7421) and transferred. I called several of the phone numbers I had been given, until reaching someone in the case management department.
I asked for the phone number to the corporate office and was told, "We don't have a number for the corporate office". When asked if the company had any plans of rectifying any of the problems they created, the response was, "We have to stick by our contract". The failure and neglect of this company to produce the services it claims to provide, is misleaading, reckless and costly to the comsumer. Their inability to stick with their own contract is fraudulent!
Even after contacting my credit card company and reporting this fraudulent, unauthorized auto-pay and receiving a new credit card, these scammers insidiously continued the auto-pay billing.
When initially contacted with info reference herein, the auto-attendant at CCM dropped our calls with a confusing "your address is not on file" message.
They (CCM* APPLIANCE PROTECT 866-607-9685) had illegally billed for services not ordered and falsified evidence of any transactions or agreement.
Continued fraudulent auto-pay billing credit card before and after it was declared compromised.
Whatever means they (CCM* APPLIANCE PROTECT 866-607-9685) are / were using to continue this fraudulent cycle billing was illegally obtained.
Since we own no appliance and rent our home, the services of CCM et al. are therefore useless and of no value.
This company has a "Hotel California" policy: once you check in you can't check out. Their customer service representative to whom I spoke today (3-3-2020) said there was no record of my cancellation in December and that I owed a cancellation charge in addition to the amount they've already stolen from me, $149.85
. I have a cancellation number from the call I made in February, which their customer service representative to whom I spoke today (3-3-2020) said was not valid.
In May 2016, i purchased a home warranty contract from TotalProtect Home Warranty Services because it was a program through my bank, Pentagon Federal Credit Union. I wanted to include coverage for my pool. I was told that the pool coverage had to be purchased separately as an addendum to my primary warranty, but it could not be added until the primary warranty was created. Thus, I could not add the pool on the same day that I was purchasing the warranty. However, the representative told me that he would go ahead and take my credit card number and then add the pool on the following day. He told he that he would personally call me back if there was an issue. I did not hear from him; so I assumed that the pool was added.
In July 2016, as I was reviewing my credit card statements I noticed that I had never been charged for the pool contract. I called TotalProtect and paid in full for the pool warranty on 7/25/2016. Since my home warranty started in May 2016 and the pool started in July 2016, the company said that the home warranty would automatically renew in July 2017 unless I cancelled; therefore, there was no problem with the pool warranty being two months off from the home warranty. Today, July 5, 2017, I called to placed a claim for my pool filter. Fortunately, this was the first time I needed to use the warranty. When I called, I was told that the entire contract, home and pool, was cancelled on 7/26/16 due to non-payment. I pulled out my credit card statement from July 2016 to verify that I paid the pool contract in full, $240. The representative told me that on 7/26/16, the bank rejected the transaction. Well, I have the credit card statement in front of me. The representative told me that there was nothing I could do and that even if I sent in copies of my cc. statement they would not refund my $240 because their system showed that the bank rejected it. I called my credit card company and due to the date of the transaction, I could only file a dispute for $40. I paid $240 for a service that I didn't have even though i didn't know I didn't have it. And because their system shows that my bank rejected the $240 transaction, they would not accept my evidence or investigate any error in accounting on their part.
When I moved into my new home, I wanted to get an appliance warrantee since my appliances were not brand new. I’m glad I did as my refrigerator compressor went out a few months after we moved in. The 24 hour call center set up a service call for a week later, so we were without a fridge for a week right? Wrong! Even though the tech had a new compressor on the truck, Total Protect insisted on shipping one from their warehouse. First one arrived a few days later damaged in shipment. Second one arrived ok & another week later, a different tech arrived to install it only to find it was the wrong part. Thankfully, the tech exchanged it for the correct one on his truck. Total downtime, 23 days but it was fixed- sort of. The refrigerator began leaking in the back! At least this time, I did not lose a fridge full of food (spoilage is not covered by the way.) Long, long story short- second tech overfilled the Freon causing the leaking. Third tech correctly filled & my fridge still works fine a year later.
My BIG gripe is NOT being able to cancel! My company relocated me out of state, so I called in to cancel. Since I had a claim during the plan year, I could not cancel & had to keep it for the rest of the year. That sounded fair enough, so I had them place the plan on non-renew status. It auto-renewed anyway, so I called again to cancel. No problem they said, my card would be refunded. Wrong, instead they charged me again & had no record of my last call. This went on 2 more times (a total of 4 charges into a new plan year) and no one can ever find any record of my calls even though I have a cancelation confirmation number! I finally called my credit card company who issued a ‘charge-back’ and blocked them from any future charges. They have still found a way to charge me, every month I half to do a chargeback! To date, one of five charges has been reversed for a plan I can’t use?!?
If you decide to purchase a warrantee from this company, be warned you may be stuck with it indefinitely!!
I had a Fuel Oil furnace go out in December of 2016 and it took Total Protect 3 weeks to get and new one installed - in the middle of Winter no less.. Even with Total Protects Home warranty service I had to pay a little over $3,000 to get it replaced plus the $100 deductable and $41.95 per month .. I had to call them 7 times to get this done .. The repairman they sent was a complete a*s, rude and unprofessional as all he kept saying is that if he could not get a new furnance installed before Christmas he was going on a 14 day vacation anyways right before Christmas ..
He tore up the side basement door entrance and refused to fix it and Total Protect told me that was not covered and fixing it would be at my costs.. During those 3 weeks without heat a water pipe obtained a leak due to the freezing tempurtures being the house had No Heat and Total Protect told me that was not covered and that was at my costs to fix - even though - it was Total Protect fault that I had No heat for those 3 weeks .. Another huge amount of money I had to pay out because of there slowness to replace my furnace ..
This month I had a Hot Water Heater go out and it took them 2 weeks and 3 days to get a new one installed .. I had to call them 5 times to get information on when it would be installed .. Today I called Total Protect - it took me 3 calls to there Service Center to even get to talk to anyone and then I was transferred 3 times before I got the right department to talk with .. For me to cancel my policy and they told me for me to do so it would cost me another $251.70 to cancel - even with being with them for 8 years now ..
I had to pay that amount to cancel and if I did not they would sue me and place a lien on my house in order to get there money.. I am going to have to continue to pay them now until November and can not cancel my policy with them and would have to continue to pay the $41.95 per month .. Then in Novermber I can cancel without a cancellation fee.. Total Protect is a complet Rip Off for anyone who wants or desires a Home Warranty company to help them protect there home .. All they care about is there bottrom line and care nothing for their Customers or their problems .. A word to the Wise - Do Not Use Totasl Protect as they really protect nothing - except themselves .. ..
If there's not just a tird or a piece of toilet paper causing a blockage in a toilet, (which is most every toilet issue is somehing else) Total Protect will leave you stuck after paying them faithfully over $2500 in the past 2 years, thinking I have piece of mind on plumbing, a/c, and electrical...followed by sending me a crooked plumber, Unsoppers, lol.....who tried to get another $350 on top of a $125 co pay already paid to undo the toilet bolts and check further why the draining is slow. I was told if there is any foreign object I will be resposible for furthur chages as Total Protect would not pay!!! I am disgusted, totally, I could have given my money to a local handyman to be on hand all year....I am cancelling Total Protect ande reporting to BBB as well.....DO NOT BUY THIS Warranty as it is a Total Ripoff!!!! Worst of the Worst!
On Saturday, July 11 there was an unusual noise from my A/C. I called Total Protect and they referred me to Premium Air Solutions. I told them what I heard and they instructed me to turn the unit off. When they arrived they turned it back on, said it was fully charged with Freon and had frozen due to a dirty coil.
At the time they called it in to Total Protect who suddenly said I did not have a maintenance agreement despite having blown out the drain line in Feb. 2015. Premium quoted me $367.00 to clean the coil and suggested they would set up a time on Monday and collected $60.00 for the service charge.
On July 21 they returned and pulled the coil to clean it and replaced two parts. I paid them $367.00 and they said it was working fine.
On August 11, 2015 they sent out another company in the evening who said all the freon was gone and the compressor had burned out. Despite telling him what happened and him telling me they should never have pulled a coil that old he called Total Protect and said the coil leaked due to rust (the only exclusion in the contract) He went to that clause like a "homing pigeon" and I said so while he had the Total Protect Adjustor on the phone. He went back outside my home, came in and said there was no charge and they would render a decision the next day and call me.
The next day at 9:00 am Total Protect fully denied the claim. The three contractors who came out all stated a coil that old should not have been pulled.
I paid $36.00 plus for fourteen years to Total Protect and only rarely used them. I kept the policy in tact primarily for the a/c and water heater. All my appliances were already replaced by me. I warn anyone and everyone to steer clear of this company.
TotalProtect Home Warranty Reviews
On 10/15/2020, I called Total Protect (1-800-474-4047) at approximately 1800 hours to open a new claim for backed up toilets. Was told that someone would be out the following day. On 10/16/2020, I called at approximately 1100 hours, to open another claim for my hot water tank leaking. I was transferred without explanation to Sears Home Repair (1-800-827-6655), whom attempted to solicite my business. I again called Total Protect to report me issuess (toilets backed up and hot water tank leaking). I asked for both claims to be joined.
I was assured that someone would be out today and that it was being listed as an emergency and given a claim service # FCCNA21B191A-1. At approximately 1800 hours I called yet again, asking "Where was the technician for my claims?" I was told they were "Searching for a company within their network to do the job and no company had responded yet". I asked to speaak with a supervisor, and was told, "No supervisor was there". I requested for a supervisor to call me and was told, "It could take up to twenty-four hours for a supervisor to return my call". I was reassured that they would have someone out the following day.
On 10/17/2020, I called at approximately 1000 hours, and was disconnected several times, transferred, and given several different phone numbers to contact (1-800-841-4500, 1-800-331-7421, 1-800-321-7421, 1-844-627-6003). At approximately1500 hours I received a call from someone at Total Protect, stating, "That since it was going into forty-eight hours of filing my claim, their policy was to give me the option to contact a service provider outside of their network to do the service, and I would be respoonsible for paying my deductible ($125.00) and anyother cost to them.
They would reimburse me for the out of pocket expenses, once the technician informed them of what the problem was, and that they were sending me an email with the information on how to get reimbursed". I recieved the email, I called out a technician (whom arrived at approximately 1615 hours). Once the technician located the problem, he attempted to call Total Protect twice at the phone number they provided me with (1-800-841-4500), and was disconnected both times. I called the main claims phone number (1-800-474-4047) and was told that the "Claims Approval Authorization Department does not work on weekends".
This information was not included in the email. Aside of the backed up toilets and the hot water leakage, we now have water damage in the closet, from the leaking hot water tank. On 10/19/2020 at approximately 1000 hours I called yet again, inquiring about my claims. And requesting to speak with someone in the Claims Approval Authorization Department, and was told the "They only talk with technicians" and was reluctantly given another wrong phone number (1-800-321-7421) and transferred. I called several of the phone numbers I had been given, until reaching someone in the case management department.
I asked for the phone number to the corporate office and was told, "We don't have a number for the corporate office". When asked if the company had any plans of rectifying any of the problems they created, the response was, "We have to stick by our contract". The failure and neglect of this company to produce the services it claims to provide, is misleaading, reckless and costly to the comsumer. Their inability to stick with their own contract is fraudulent!
Even after contacting my credit card company and reporting this fraudulent, unauthorized auto-pay and receiving a new credit card, these scammers insidiously continued the auto-pay billing.
When initially contacted with info reference herein, the auto-attendant at CCM dropped our calls with a confusing "your address is not on file" message.
They (CCM* APPLIANCE PROTECT 866-607-9685) had illegally billed for services not ordered and falsified evidence of any transactions or agreement.
Continued fraudulent auto-pay billing credit card before and after it was declared compromised.
Whatever means they (CCM* APPLIANCE PROTECT 866-607-9685) are / were using to continue this fraudulent cycle billing was illegally obtained.
Since we own no appliance and rent our home, the services of CCM et al. are therefore useless and of no value.
This company has a "Hotel California" policy: once you check in you can't check out. Their customer service representative to whom I spoke today (3-3-2020) said there was no record of my cancellation in December and that I owed a cancellation charge in addition to the amount they've already stolen from me, $149.85
. I have a cancellation number from the call I made in February, which their customer service representative to whom I spoke today (3-3-2020) said was not valid.
In May 2016, i purchased a home warranty contract from TotalProtect Home Warranty Services because it was a program through my bank, Pentagon Federal Credit Union. I wanted to include coverage for my pool. I was told that the pool coverage had to be purchased separately as an addendum to my primary warranty, but it could not be added until the primary warranty was created. Thus, I could not add the pool on the same day that I was purchasing the warranty. However, the representative told me that he would go ahead and take my credit card number and then add the pool on the following day. He told he that he would personally call me back if there was an issue. I did not hear from him; so I assumed that the pool was added.
In July 2016, as I was reviewing my credit card statements I noticed that I had never been charged for the pool contract. I called TotalProtect and paid in full for the pool warranty on 7/25/2016. Since my home warranty started in May 2016 and the pool started in July 2016, the company said that the home warranty would automatically renew in July 2017 unless I cancelled; therefore, there was no problem with the pool warranty being two months off from the home warranty. Today, July 5, 2017, I called to placed a claim for my pool filter. Fortunately, this was the first time I needed to use the warranty. When I called, I was told that the entire contract, home and pool, was cancelled on 7/26/16 due to non-payment. I pulled out my credit card statement from July 2016 to verify that I paid the pool contract in full, $240. The representative told me that on 7/26/16, the bank rejected the transaction. Well, I have the credit card statement in front of me. The representative told me that there was nothing I could do and that even if I sent in copies of my cc. statement they would not refund my $240 because their system showed that the bank rejected it. I called my credit card company and due to the date of the transaction, I could only file a dispute for $40. I paid $240 for a service that I didn't have even though i didn't know I didn't have it. And because their system shows that my bank rejected the $240 transaction, they would not accept my evidence or investigate any error in accounting on their part.
When I moved into my new home, I wanted to get an appliance warrantee since my appliances were not brand new. I’m glad I did as my refrigerator compressor went out a few months after we moved in. The 24 hour call center set up a service call for a week later, so we were without a fridge for a week right? Wrong! Even though the tech had a new compressor on the truck, Total Protect insisted on shipping one from their warehouse. First one arrived a few days later damaged in shipment. Second one arrived ok & another week later, a different tech arrived to install it only to find it was the wrong part. Thankfully, the tech exchanged it for the correct one on his truck. Total downtime, 23 days but it was fixed- sort of. The refrigerator began leaking in the back! At least this time, I did not lose a fridge full of food (spoilage is not covered by the way.) Long, long story short- second tech overfilled the Freon causing the leaking. Third tech correctly filled & my fridge still works fine a year later.
My BIG gripe is NOT being able to cancel! My company relocated me out of state, so I called in to cancel. Since I had a claim during the plan year, I could not cancel & had to keep it for the rest of the year. That sounded fair enough, so I had them place the plan on non-renew status. It auto-renewed anyway, so I called again to cancel. No problem they said, my card would be refunded. Wrong, instead they charged me again & had no record of my last call. This went on 2 more times (a total of 4 charges into a new plan year) and no one can ever find any record of my calls even though I have a cancelation confirmation number! I finally called my credit card company who issued a ‘charge-back’ and blocked them from any future charges. They have still found a way to charge me, every month I half to do a chargeback! To date, one of five charges has been reversed for a plan I can’t use?!?
If you decide to purchase a warrantee from this company, be warned you may be stuck with it indefinitely!!
I had a Fuel Oil furnace go out in December of 2016 and it took Total Protect 3 weeks to get and new one installed - in the middle of Winter no less.. Even with Total Protects Home warranty service I had to pay a little over $3,000 to get it replaced plus the $100 deductable and $41.95 per month .. I had to call them 7 times to get this done .. The repairman they sent was a complete a*s, rude and unprofessional as all he kept saying is that if he could not get a new furnance installed before Christmas he was going on a 14 day vacation anyways right before Christmas ..
He tore up the side basement door entrance and refused to fix it and Total Protect told me that was not covered and fixing it would be at my costs.. During those 3 weeks without heat a water pipe obtained a leak due to the freezing tempurtures being the house had No Heat and Total Protect told me that was not covered and that was at my costs to fix - even though - it was Total Protect fault that I had No heat for those 3 weeks .. Another huge amount of money I had to pay out because of there slowness to replace my furnace ..
This month I had a Hot Water Heater go out and it took them 2 weeks and 3 days to get a new one installed .. I had to call them 5 times to get information on when it would be installed .. Today I called Total Protect - it took me 3 calls to there Service Center to even get to talk to anyone and then I was transferred 3 times before I got the right department to talk with .. For me to cancel my policy and they told me for me to do so it would cost me another $251.70 to cancel - even with being with them for 8 years now ..
I had to pay that amount to cancel and if I did not they would sue me and place a lien on my house in order to get there money.. I am going to have to continue to pay them now until November and can not cancel my policy with them and would have to continue to pay the $41.95 per month .. Then in Novermber I can cancel without a cancellation fee.. Total Protect is a complet Rip Off for anyone who wants or desires a Home Warranty company to help them protect there home .. All they care about is there bottrom line and care nothing for their Customers or their problems .. A word to the Wise - Do Not Use Totasl Protect as they really protect nothing - except themselves .. ..
If there's not just a tird or a piece of toilet paper causing a blockage in a toilet, (which is most every toilet issue is somehing else) Total Protect will leave you stuck after paying them faithfully over $2500 in the past 2 years, thinking I have piece of mind on plumbing, a/c, and electrical...followed by sending me a crooked plumber, Unsoppers, lol.....who tried to get another $350 on top of a $125 co pay already paid to undo the toilet bolts and check further why the draining is slow. I was told if there is any foreign object I will be resposible for furthur chages as Total Protect would not pay!!! I am disgusted, totally, I could have given my money to a local handyman to be on hand all year....I am cancelling Total Protect ande reporting to BBB as well.....DO NOT BUY THIS Warranty as it is a Total Ripoff!!!! Worst of the Worst!
On Saturday, July 11 there was an unusual noise from my A/C. I called Total Protect and they referred me to Premium Air Solutions. I told them what I heard and they instructed me to turn the unit off. When they arrived they turned it back on, said it was fully charged with Freon and had frozen due to a dirty coil.
At the time they called it in to Total Protect who suddenly said I did not have a maintenance agreement despite having blown out the drain line in Feb. 2015. Premium quoted me $367.00 to clean the coil and suggested they would set up a time on Monday and collected $60.00 for the service charge.
On July 21 they returned and pulled the coil to clean it and replaced two parts. I paid them $367.00 and they said it was working fine.
On August 11, 2015 they sent out another company in the evening who said all the freon was gone and the compressor had burned out. Despite telling him what happened and him telling me they should never have pulled a coil that old he called Total Protect and said the coil leaked due to rust (the only exclusion in the contract) He went to that clause like a "homing pigeon" and I said so while he had the Total Protect Adjustor on the phone. He went back outside my home, came in and said there was no charge and they would render a decision the next day and call me.
The next day at 9:00 am Total Protect fully denied the claim. The three contractors who came out all stated a coil that old should not have been pulled.
I paid $36.00 plus for fourteen years to Total Protect and only rarely used them. I kept the policy in tact primarily for the a/c and water heater. All my appliances were already replaced by me. I warn anyone and everyone to steer clear of this company.