Complaint Review: Total Home Protection - philadelphia Pennsylvania

Purchased a home warranty. My ice maker went out so I called for repair. Spoke to Ms. Paris who said she was claims person at total home. They sent someone out who said they had to order parts. Never heard back. A few weeks later a contacted Total Home Protection and spoke to Ms. Paris again. they said they were denying my claim and said a power surge caused the problem and that a board was burnt. They claimed the technition that came out told them that this is what caused the issue. I told them that the tech never even looked at any board. He just looked at the unit and said he is going to order a few parts and replace them to see if thats what the problem is. He never tested or diagnosed anything. I asked to speak with a supervisor and was transferred to Dane Morgan. He said he was Paris' supervisor. I explained to him the issue and advised him that I had spoke to the technition while on hold ( I called the tech on the other line) the tech advised me that he never told them anything of the sort. Dane put me on hold and said he was calling the tech.

After a few minutes he came back on and said they would replace one of the boards. I asked will this fix the problem he said he didnt know but that all they were willing to do. I told him to go ahead hoping this would fix it. He said he would contact the tech and have hime come out to fix it. No one ever showed. a few weeks later I called back to Total Home and Dane answered. When I said who i was he transferred me to Ms. Paris. I asked her to trasfer me back to Dane since he was the supervisor. She then claimed that she was his supervisor. ( feels like they are playing a game) She again went through the same speal as if choreographed about how the tech found a burn on the board and knew it was from a power surge. Again this never happened and the tech even said he would go with me to court if I decided to take legal action. I advised her that Dane said he would send someone out to replace a board. She kept denying that they will fix it and said there is nothing they can do. She even said she has no record of me ever talking to Dane and said that they log and record all conversations. I told her to pull up the date that I spoke to Dane and she could listen to the conversation. She refused stating their is no recording because I never spoke to him. She refused to fix my appliance and when I asked her to contact the tech to prove that there was no burnt board she put me on hold and pretended to contact him.

While this was going on I had been texting the tech and he was waiting for her to call. He said she never called. She came back after about 15 minutes and said she could not get ahold of him and left a message. (not true) per the tech. She again refused my claim and said there was nothing more she is willing to do. Called them again on June 21, 2017 and spoke to Dane. I advised them that I was pursuing legal action. He then said he would send out another company to inspect the unit. I told him to do whatever he had to do but i want my ice maker fixed. We shall see if it goes anywhere. Im sure this is just another of their scams.