Complaint Review: Total Protect Home Warranty - Boca Raton Florida

On 10/15/2020, I called Total Protect (1-800-474-4047) at approximately 1800 hours to open a new claim for backed up toilets. Was told that someone would be out the following day. On 10/16/2020, I called at approximately 1100 hours, to open another claim for my hot water tank leaking. I was transferred without explanation to Sears Home Repair (1-800-827-6655), whom attempted to solicite my business. I again called Total Protect to report me issuess (toilets backed up and hot water tank leaking). I asked for both claims to be joined.

I was assured that someone would be out today and that it was being listed as an emergency and given a claim service # FCCNA21B191A-1. At approximately 1800 hours I called yet again, asking "Where was the technician for my claims?" I was told they were "Searching for a company within their network to do the job and no company had responded yet". I asked to speaak with a supervisor, and was told, "No supervisor was there". I requested for a supervisor to call me and was told, "It could take up to twenty-four hours for a supervisor to return my call". I was reassured that they would have someone out the following day.

On 10/17/2020, I called at approximately 1000 hours, and was disconnected several times, transferred, and given several different phone numbers to contact (1-800-841-4500, 1-800-331-7421, 1-800-321-7421, 1-844-627-6003). At approximately1500 hours I received a call from someone at Total Protect, stating, "That since it was going into forty-eight hours of filing my claim, their policy was to give me the option to contact a service provider outside of their network to do the service, and I would be respoonsible for paying my deductible ($125.00) and anyother cost to them.

They would reimburse me for the out of pocket expenses, once the technician informed them of what the problem was, and that they were sending me an email with the information on how to get reimbursed". I recieved the email, I called out a technician (whom arrived at approximately 1615 hours). Once the technician located the problem, he attempted to call Total Protect twice at the phone number they provided me with (1-800-841-4500), and was disconnected both times. I called the main claims phone number (1-800-474-4047) and was told that the "Claims Approval Authorization Department does not work on weekends".

This information was not included in the email. Aside of the backed up toilets and the hot water leakage, we now have water damage in the closet, from the leaking hot water tank. On 10/19/2020 at approximately 1000 hours I called yet again, inquiring about my claims. And requesting to speak with someone in the Claims Approval Authorization Department, and was told the "They only talk with technicians" and was reluctantly given another wrong phone number (1-800-321-7421) and transferred. I called several of the phone numbers I had been given, until reaching someone in the case management department.

I asked for the phone number to the corporate office and was told, "We don't have a number for the corporate office". When asked if the company had any plans of rectifying any of the problems they created, the response was, "We have to stick by our contract". The failure and neglect of this company to produce the services it claims to provide, is misleaading, reckless and costly to the comsumer. Their inability to stick with their own contract is fraudulent!