Gary C.

Almost a year ago I purchased 2 home warranties from Total Home Protection; 1 for my residence and the other for my aging mothers home. I had never filed a claim on my home until my refrigerator, and under the cabinet microwave went out simultaneously last week. I contacted Total Home Protection and they scheduled a "Rays Appliance" to come out and take a look at my units yesterday.

Today 1/9/2020 at 9:31am I missed a call from a Brittini Noel at *******009 ext 733, she requested that I give her a call back. On 3 separate occasions (11:14am 11:18am and 11:35am) I called her and her phone just rang and then stated "mailbox is full," I was then disconnected. Having no luck on Britney's direct line, I called the 1-800 number and asked to speak with a supervisor, I was then told "All supervisors are out of the office until Monday". Today is Thursday! Having no other choice I left a message for a call back from a supervisor.

At 11:55 am I received a return phone call from Ms. Noel. She told me that "my refrigerator would not be covered because there was a problem with my Ice maker and I did not purchase the additional coverage for a separate "ICE MAKER policy." I informed her that when I purchased both policies I was never told of a separate coverage for an "ICE MAKER ONLY POLICY"

(Remember this companies name is "TOTAL HOME PROTECTION")
Based on her response, I informed Britney that I will be recording this conversation, which she didn't seem to show any concern about.

I then explained to Ms. Noel, when I purchased these policies I specifically asked for everything to be included, due to my aging mother who is 83 and I needed assurance that her home would be protected. It was only after I was assured by the salesman did I purchase these policies. She stated that she would be willing to add this additional add-on service to my current policy for an additional cost. (my policy expires in less than 60 days) but she considered this a preexisting condition and would not honor my claim. Once again I explained to her that I was told by the Total Home Protection sales team prior to the purchase of this policy "EVERYTHING IS COVERED". She then stated there is nothing she can or is willing to do to make me whole. I then requested to speak with her supervisor, she brazenly stated that she is a supervisor/manager and the final authority on this matter, she also went on to state that she spoke for the CEO of the company and if that wasn't sufficient I could take it up with the legal department which she gave me there email of *******@totalhomeprotection.com (ONCE AGAIN I HAVE ALL OF THIS ON TAPE)

I then stated that I felt the misrepresentation by Total Home Protection's sales team and the claims department was credulous, deceiving and offensive. I also asked her what ever happen to "Customer service and satisfaction?" Once again she told me if I don't agree with her decision I can take it up with legal.

Seeing that this was futile with Miss Britany I asked her if she was also denying my microwave claim. She stated NO" but she would be willing to offer a $75 replacement cost for a 1.8 cubic inch Microwave. I explained to her that my unit was a 2.0 stainless steel Whirlpool microwave and not 1.8 and I could not find a replacement or comparable unit for $75. She then said she would be willing to increase the payment as a one time courtesy to $100, and then claimed she could find a replacements for $50 - $175 online. I informed her that I had been looking online also and could not find a replacement for that price. I then asked her if could she please tell me where I find a 2.0 Whirlpool stainless steel microwave or equivalent replacement online for that price. She then told me she was not a sales person and I would have to shop around for these prices on my own. Only after continual requests as to where she found these prices she RELUCTANTLY gave me 2 websites which I still can not find. (basteonds.com and budgetgoods.com)

Inclosing, I learned a long time ago that the corner stone to every good business is their ability to treat there loyal customers fairly and truthfully. However, if Mrs. Britain Noel behavior is conducive to Total Home Protection policies "RUN" do not be deceived, they are crooks. I welcome any correspondence or requests for my taped conversation