Complaint Review: TotalProtect Home Service Plan

After subscribing to this Home Warranty service on the advice of our mortage company, Country Wide Home Loans, we made a claim on May 15, 2006, Claim # 4001795-50, requesting repair to our central air conditioning unit, which had stopped cooling.

CountryWide Mortage owns TotalProtect and recommends them to all their new clients.

As you can see, this was in the middle of the summer, in Florida, with temperatures reaching 95 degrees.

After waiting several days, a service man finally came out and advised that he would need a second opinion on the repair. This was after having paid $50.00 deductible. This service man made several solder joints around the cooling coil and recharged the unit with freon.

This repairlasted two days, with the AC unit again not cooling. The service man was called back out, which took another 3 days. At that time, he told us the cooling coil would have to be replaced. He left and said he would call for an approval.

Two days later, ANOTHER service man, from a DIFFERENT company appeared. When he got out of the truck, he made the statement 'This is not covered, due to corrosion", without even looking at the unit.

I stood by while he called TotalProtect from my phone. He explained to TotalProtect that the cooling coil needed to be replaced, as it had numerous leaks, partially due to corrosion.

By this time, I had already purchased a window unit AC, in order to have some comfort. I am a heart bypass patient, and cannot afford to become excited or overheated.

TotalProtect rep, on the phone, refused to approve the repair, in his Indian accent. When I asked for his name, he refused. I asked to speak to his supervisor, he refused. In the end, he hung up on me, saying TotalProtect did not cover corrosion, in FLORIDA. The contract does not say that.

I have the names of the companies that I spoke to AND the name of the TotalProtect supervisor that I spoke to, after continually trying for two days.

I asked for a written explanation of why they had refused to honor their contract, which I never got. I did get a 'Satisfaction Survey" in the mail, which I completed and returned to TotalProtect.

I ended up buying a NEW AC unit for $6500.00.

To this date, I have not received any replies to my phone calls to TotalProtect, no cooropsonce, not reimbursement for my new AC unit.

I guess that a certified leter to TotalProtect, with a copy of the bill for my new AC demanding payment, with copies to the Fl State Insurance Commision, is next.

Clovis
Fernandina Beach, Florida
U.S.A.