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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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D
dive
8/12/2016
Not that great especially plumbers. Always have to debate with TotalProtect. Supervisors do not call back. Using your own service specialists is like pulling teeth. Getting reimbursed takes months. Not happy at all. Looking for someone else.

L
Leslie R
7/28/2016
Long time customer and satisfied until now.... Cooktop failed and they agreed to replace ... Called with specs for new one and when it arrived ... Wrong size! Told they were charging a 20% restocking fee even though I had provided correct measurements. Now they will not even help find one that fits ... Just giving me 20% of their discounted rate to find and install my own. VERY rude reps.... New for this company that always seemed to work hard for our business

William M
7/16/2016
We had a refrigerator problem in our home in North Carolina, we live in New York but luckily our daughter lives around the corner. We went online to put in our claim and within minutes received a call back with a claim number and setup to GE repair through Sears. They came and fixed it on the days we needed and the time we wanted so she could be there and get to work on time. The whole process was so professional and devoid of problems that could have been an issue was handled smoothly. TotalProtect even called back to see if everything was repaired and if we needed any further assistance. We highly recommend this program to protect all your appliances worry free.

E
Elsa C
7/15/2016
I am disappointed at a couple of things with Total Protect. First, customers have to wait for a very long time to talk to someone in customer service. Second, my microwave and cooktop were not getting any power so Total Protect had an electrician come out. The electrician could not get to the outlet that the cooktop was plugged into. He said he wasn't an appliance guy so he didn't know how to pull out the oven or the cooktop. He left and a few days later, Total Protect contacted me and scheduled an appliance guy to come out at the same time as the electrician. I was told by that lady that I would not have to pay another deductible since it was a continuation of my first claim. The... Read More

M
Mr. B
7/8/2016
These guys are terrible. I put in a claim for electrical work. Two bad ceiling fans, a bad outside receptor and bathroom vent. A contractor came out and stated nothing was covered and charge me $75.00 to tell me none of the items are covered. 1) They stated the ceiling fan was not covered because its a light fixture problem. Well the ceiling fan is the light fixture. 2) The receptor was connected to the outside of the house. Only the inside is covered. 3) The bathroom vent wasn't in the policy. All of these items not covered should of been discussed prior to a contractor coming out. Not to mention the phone hold time is utterly ridiculous.

R
Rana K
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
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.
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
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

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