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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

Loading Reviews ...
Lorelei J
10/3/2018
DO NOT GO WITH THIS COMPANY We have been without a fridge for over a month because we are waiting on a part! They said, It doesn't matter if it takes 3 months or 6 years, you will need to just wait. Theres nothing more we can do for you." They don't care if you have a family and they don't care about YOU. Please, save yourself the hassle and go with someone else. They are beyond RUDE and will tell you lies just to get you off the phone!

J
Jim D
9/26/2018
WE purchased our home 4 year s ago. Since it was an older home (17 years) and realizing their might be issues that arise, we selected Total Protect Home Warranty. We have had ongoing problems with our A/C unit and this year, it has failed to keep us cool, oftentimes being cooler outside then it was inside. This year, our A/C has failed to cool below 75 degrees. I called Total Protect, and they sent someone out to look at it. The technician added some coolant and even did additional work but told us that due to the units age, it wasn't working all that efficiently and likely wouldn't be able to keep us cool. But because the A/C unit isn't "broke", THPW refuses to replace it. So we are now... Read More

Susan S
8/6/2018
We have been paying for this protection for years. Now that we need to use it. Worst service ever, we have been without AC for over a month and no effective plan for resolution. The customer service agents say the parts are on the way. Original promise 3-5 days. I do not recommend this company at all. We are not allowed to speak with anyone who can help us. Next step 6 pm News. ABC, NBC, and CBS

Sondra S
8/3/2018
Our A/C has been out for 3 weeks after Total Protect sent a service provider out. When the provider left, the unit had stopped working entirely. We have continuously called Total Protect and they have hung up on us numerous times and do not return our calls. When we ask to speak with a supervisor, our call is transferred to a voice mail. They originally agreed to expedite service due to a family member having medical issues and temperatures in Phoenix exceeding 115 degrees.

MaryJane F
8/2/2018
I have been a customer for 10 years. They debit my account every month for the payment. I gave a 30 day notice to cancel because of crappy service. My washing machine is leaking and instead of writing a service claim they are stating I owe them money...I can give every transaction number for the last 4 years pf payments fro my current account...I do not owe them anything...This is the service they provide...

Michele S
7/18/2018
My a/c decided to stop working on the one hottest days so far this year in Las Vegas as well as the day after I was released from the hospital following major abdominal surgery. Sadly, it was still early June & the temp hit 107 degrees. We were under a heat advisory for the next few days. I called Total Protect, was given an a/c company who was unable to come look at it for 5 days. I immediately called Total Protect back & advised them that I could not wait due to the heat as well as recovering from surgery. They put a 'medical emergency' on the claim & referred to a different a/c company. The new company came out next day. The 21 year old unit had blown the compressor. They... Read More

M
Mariann W
7/12/2018
I have been a TotalProtect customer since the 90's have always ha great service. My contract renews in October, when my contract renewed October 2017 it has been the worst 10 months trying to get service on any covered item. I have an electronic plan, home warranty plan, plumbing, electrical, duct work plan, and for every appliance attached to my home. I have my well and septic tanks as well, my home is protected. I am not renewing my contract again, they are not worth it, don't deserve my money for the rotten service they are providing... I have spent days on the phone with zero resolution to the problems they are creating by not being professional and caring about the service... Read More

R
Ruben
7/9/2018
How can I get my Garage Door Repaired as no one in area will work for you. I cannot get you to call me back. Had the same problem when AC needed repair. After 3 weeks finally approved repairs and a Very fine company did the repair. Was not expecting to have to put out additional money. Was desperate and just gave in. The way I have been treated is not a good way to gain referrals Policy # 84759308

G
Gregory P
7/4/2018
This is, without a doubt the worst customer service that I have ever received from any type of company at all. They have no local technicians for our area. When the air condition went out, the condenser and coil needed to be replaced. When the parts arrived, the technicians found that it was the wrong condenser. Had to reorder. When the new condenser came, technicians returned and found that it was the wrong coil. This was ordered and shipped but never arrived. Placed a tracer on it, and it was eventually delivered. The installation company had both parts in the warehouse. Total Protect allowed them to get one of the items from there but not the other. In the meantime, calls were made to... Read More

G
Gladys E
6/19/2018
Do not use this company. I was very disappointed as I had had a warrantee the first year and it was great! I renewed in June 22, 2017. Paid total cost upfront. I added my hot tub on 7/2/17 and paid the extra. I have an email confirmation from the company, a credit card statement with payment. My air conditioner went out ( a 108.00 fix--I paid the 75.00 service charge. In September my microwave broke. Purchased one on my own as the choice didn't fit my built in area. Never received my claim 250.00. In October I received a letter stating that I hadn't paid. tried calling no less than 45 times ( I have phone call log) Mailed them the letter with my email and proof of payment with... Read More

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