Contact TotalProtect Corporate

Dear Total Protection team,

Hello Records department, I am following up on the following claim SCCM7182FFFB which didn’t get done as the technician wasn’t able to come out during the agreed upon time-frame of 8-5pm on 7/15/2019.

I tried calling several times and didn’t get a call back or answer from the technician on yesterday. Next, I followed up by calling the Sears 7-888-959-6168 number to complain about the technician not calling back nor coming out.

I have been with this company for a long time and never have I experience such poor communication efforts; at the very least, someone should have contacted my back yesterday.

That said, my air was out since last Friday when I returned home from vacation and the temps have been in the high 90 degrees; not to mention, I have a infant and a elderly parent on oxygen making my situation seems critical; however, no one seems to have cared about my emergency need to have air conditioning available.

In addition, when I called to speak with the representative this morning to explain my dismay, she kept repeating the she does understand my frustration; however, if work isn’t pre-approved than my contract will not honor and pay for it. My invoice below costed me $ 219.00 and I asking that your company honor my request for reimbursement as I felt as though I had no other option but to pay for us to get this resolved as my mother is an asthmatic patient on oxygen and she was having difficulty breathing by this point.

I’m request this matter be considered an exception request and for your company to do the right thing and reimburse my money as this was an emergency and I did everything I could do to get someone from your network to come out that day.

Also, when speaking with Sequoya, your representative, I asked that a manager or supervisor contact me and that hasn't happened as of yet.
Very disappointed and upset customer.

As of yet, I haven't heard back from anyone.

Sincerely,

Sharon Anderson

My washing machine door lock was giving me an error code! Called Total protect! This was back in June the 8th 2019. The service tech has been out at least 3 times ! Ordered the wrong part the first time! Replace door lock and brain box still getting error code! Now they have back ordered the wiring harness! I’ve have talked to reps in South America! Georgia and Florida! A supervisor was suppose to return my call and never did till I demanded to speak to one! She was no help! The part is now on back order ! I asked what was the total repair for this machine now ! It was over 700.00! I’ve have been to a laundry mat the past 5 weeks!

I have been a customer covered by the Total Protect since 08/06/2016. Last month on the May 22nd or 23rd, I called in a claim on my Air Conditioning unit. It is now June 25, 2019 and the repair on my A/C has not been completed under the Total Protect Home Warranty. Your company has sent four to six different Service Companies - (1)Sear Home Services (2) A.R. Sims Heating & Air Conditioning (3) ARN Heating/Air (4) Freeman Heating & Air Duct Cleaning (5) INAIR Heating & Air (6) MCE Plus. Almost all these companies have stated the same information about the A/C unit: it needs to be replace, but the work has not been performed yet. I make my monthly payment, and I have paid the deductible but no work has been done to repair or replace it. I have been without my A/C for well over 30-days and each time those different companies came to review the situation, I lost a complete days’ work as the window for service was from 8am to 5pm each time. I also have a family member with current medical history of respiratory disease, and the issue of having no A/C during the hot summer month has irritated and triggered this family member’s respiratory problems significantly. I am paying for service that I cannot get completed, on top of receiving a call from Total Protect Home Warranty that I will have make an additional payment of $580.00 to the company to have my A/C repaired. I want someone of authority to call to discuss this matter with me. This company needs to compensate me in some fashion, especially since this ordeal has cost my many days in lost wages from my job. Total Protect Home Warranty should cover the extra cost that has been charged to me to fix my A/C for inconvenience I have endured over a span of a month, along with my lost 6 days of work pay.

I have been a customer covered by the Total Protect since 08/06/2016. Last month on the May 22nd or 23rd, I called in a claim on my Air Conditioning unit. It is now June 25, 2019 and the repair on my A/C has not been completed under the Total Protect Home Warranty. Your company has sent four to six different Service Companies - (1)Sear Home Services (2) A.R. Sims Heating & Air Conditioning (3) ARN Heating/Air (4) Freeman Heating & Air Duct Cleaning (5) INAIR Heating & Air (6) MCE Plus. Almost all these companies have stated the same information about the A/C unit: it needs to be replace, but the work has not been performed yet. I make my monthly payment, and I have paid the deductible but no work has been done to repair or replace it. I have been without my A/C for well over 30-days and each time those different companies came to review the situation, I lost a complete days’ work as the window for service was from 8am to 5pm each time. I also have a family member with current medical history of respiratory disease, and the issue of having no A/C during the hot summer month has irritated and triggered this family member’s respiratory problems significantly. I am paying for service that I cannot get completed, on top of receiving a call from Total Protect Home Warranty that I will have make an additional payment of $580.00 to the company to have my A/C repaired. I want someone of authority to call to discuss this matter with me. This company needs to compensate me in some fashion, especially since this ordeal has cost my many days in lost wages from my job. Total Protect Home Warranty should cover the extra cost that has been charged to me to fix my A/C for inconvenience I have endured over a span of a month, along with my lost 6 days of work pay.

I opened earlier in the month in May. The replacement motor/parts for my AC unit were allegedly ordered on May 13. As of today, no one knows where the parts are. I have had to stay in a hotel as the heat is unbearable in the house. The temp as been over 100 degrees for at least 4 consecutive days here. It is unacceptable to be told a manager will be call back in 12 hours. The same part was replaced less than two years ago. When it happened in 2017, it took over a month for the repairs to be done. Your parts are faulty and your customer service is a negative 1 star.

We have been customers of Total Protect for 10 years. We called in February 2019 to have a Whirlpool Dishwasher fixed. A straight-forward request. We used to receive excellent service over the years and were quite pleased with the "Customer Service". I don't know what has happened but now the Customer Representatives have no authority to fix issues. They apologize but cannot resolve issues. It is now 3/20/2019 and our dishwasher is still not fixed. Our order was mysteriously canceled, we had to call back to see what happened. Then we were told the "SYSTEM" canceled all the order requests and we had to start over. Then were were told the parts were on back order; then we were told that the wrong part was sent; two hours later were told that the part was shipped to the wrong address; then were were told the NSA sent parts to Utah. We have been on the phone for over a month with Supervisors, Representatives and no two Representatives give the same answers. This is the worst customer service ever. I would suggest that you not choose this company for your Home Warranty needs. Because no one has authority, you will be on the phone for hours and days. They will tell you whatever they need to get you off the phone. No one can expedite, authorize solutions out of the process. The Corporate Officers or Managers will not get on the line, they obviously are above talking to their customers. This is atrocious business practice.

I put in a call for repair of my Samsung refrigerator the middle of September. A service tech came out within a few days he accessed the problem and concluded there were parts that needed to be ordered to complete the job. Nearly two weeks later it was declared that the parts could not be located and I was given a choice to either accept cash or a replacement. The replacement was acceptable so that was my choice. I was told they would contact me for delivery a week went by no call from anyone. Called to total protect they said the repair company would be contacting me. Called the repair company they said the unit should be delivered directly to me. Called TP back again to find out what was going on they told me the unit would be here on the 16th of October. Called them back on the 16, 17 and 18 to advise that nothing has come and no one has called. Also on the 18th I asked for tracking numbers, order numbers, order dates. I started asking to speak with a supervisor on the 17 one was NEVER available still awaiting that call. When I called on the 19th I was now being told the delivery is slated BETWEEN the 16th and 26th. One person (Tracy) gave me a tracking number she said was for UPS, they did not have it. Another person same day the 19th said the number was the order number through Whirlpool. She gave me a number to Whirlpool when I phoned them they did not have it either. I asked for order date they gave me an "around" date. You cannot speak with a supervisor they have to put in a request for you a call back from someone between 24 - 72 hours of the request. I have received nothing but the run around, scripted LIES and unverifiable information, I even got three different corporate addresses for three different people the same day! Lousy customer service!

I have placed a claim in May 2018 for an outlet to be repaired and here it is July 26th 2018 and they have yet to complete the claim. I have called several times and have yet to have a supervisor return my calls. As I type this I've been on the phone for 30 minutes requesting a supervisor and Guy Garcia rep#49297 in Miami, Fl has yet to transfer me but continues to be combative and sarcastic. I would like a supervisor to call me back asap as I've been waiting several months for a callback.

No answer on repair order was given too. Fax numbers one no answer the other stayed busy.My washing machine has been out from September wp until now to day I was to fax the repair order

I got a Total Protect warranty when I bought my home. It included a year of free support, which I did not really plan on using. However, at some point my A/C went out and I found them sending me cheap and unqualified repairmen out to my home to work on it. I do not really recommmend a home warranty for anyone now. It's a waste of money and I tend to read more complaints about them vs. happy customers.