Complaint Review: Total Protection Home Warranty - Nationwide

I have had a home warranty on my home for the 20 years we have owned it, in 2005 the entire house including plumbing and electrical were remodeled and updated. At that time, I came to Total Protection trying to save a few dollars. Until 3 weeks ago I had NEVER made a service repair. On Monday 6/19/2017 I requested service for a garbage disposal which was put in new during the kitchen’s remodel. The call was referred to Tyler Cervantes Plumbing and Drain Services in San Diego, CA. The servicer came on Wednesday 6/21/17. Following the inspection, the technician said, “he had to submit a request to Total Protection Home Warranty (TPHW) because he felt the garbage disposal needed to be replace”. On 6/21/17 I received two messages from TPHW; I thought they were calling to discuss replacement options. I returned the call the following day 6/22/17, it was at that time I was directly transferred to denials, who informed me my claim had been denied because Tyler Cervantes Plumbing and Drain Services stated the garbage disposal had been misused and abused.

The most annoying thing to me was the fact that a company I had faithfully paid each year and trusted (TPHW) would take the word of a vendor (that still gets paid) that there was some misuse and abuse by 2 mature adults in an immaculate home. To add insult to injury, when asked, why Tyler Cervantes Plumbing and Drain Services left wires exposed under the sink TPHW accepted a blatant lie said vendor that made no sense. “They disconnected the electrical wires because it was smoking and they did not want the disposal to burn the house down.” Really??? The reason for the initial service request was because the garbage disposal wasn't working. The reset button was stuck in the up position but the disposable’s housing looks new, has no rust, damage or signs of wear and tear and the motor was not even humming! So where was there smoke and risk of fire? There were no sounds, smells, or movement before, during or after Tyler Cervantes Plumbing and Drain Services’ call!

Total Protection Home Warranty took the word of a vendor who failed to leave any written documentation prior to leaving my home, left electrical wires hanging exposed under my sink and lied about the condition of the garbage disposal. From 6/22/17-6/26/17, at least two TPHW's customer service representatives tried to refer my claim to their supervisor in hopes of resolving in my favor and deter me from terminating my home warranty. I was fine with TPHW’s decision, feeling that after paying many years of premiums and never using the service it would behoove me to cut me losses and go back to American Home Shield. As for the garbage disposal, they did me a favor; a new one from Home Depot is currently $109 and my service deductible would have been $125. My husband can install the disposal so the installation will not be an additional expense! I terminated service with TPHW today 6/27/2017.

Nonetheless, based on my more than 10-year relationship with Total Protection Home Warranty I would say, “don't try to save a few dollars by using this company they are dishonest and so was the service provider. I intend on telling the world. DON'T USE THIS COMPANY THEY PROVIDE NO PROTECTION”.