Totalprotect

Called Total Care twice for a non working dryer after not hearing anything from them after the first call. An appointment was set up for GE to service the dryer between 8am-12n.

My husband texted twice to confirm the appointment and called 4 times to find out where the service technician was.The day of the appointment we get a call from a GE technician stating they had a service call before us. Needless to say, I am writing this review because our dryer is still not fixed. They did not call to cancel...no call, no show. Total waste of our time!

Totally unprofessional! Called to speak to a Total Care representative who appeared indifferent and dead inside and didn't seem troubled that the company that Total Care affiliates themselves with is unreliable and unprofessional.

Our Heater went out on December 12, 2021. I went on line to put in a request for repair.

We were assigned Sears as the servicing company. I contacted them and they said they wouldn't be able to get out to our home until December 20. They said they had no one available. At this time, the evening temperatures were in the the mid to low 30s.

The repairman arrived at our home on December 20th and replaced a capacitor on the heat exchanger and said he had to order a heat strip and be back in 2 days to replace the heat the heat strip. He never returned or returned our calls. I contacted Sears and they said it would be mid January before they could get anyone out to our home. I said that was unacceptable and they told me to call Cinch back.

I told them that we couldn't wait until mid January to get our heat back on. I explained that my husband and I are both in our 70s and asked if they had any type of emergency procedures for emergencies. We were assigned B&J Heating and Air to come look at our unit. He arrived on December 23rd.

He told us that we needed a new thermostat, not a heat strip and that he would order one and be back on December 27th to put the new thermostat. He never returned and he wouldn't return our calls. I contacted Cinch again and explained the situation and the woman I talked to told me there was no other company they could send out to work on our heater. She said that they would send us $250, which is what they estimated the cost of the repair to be.

I told her that I had paid $100 service call already and neither company they sent out had completed the job. She told me that I would receive a refund of the $100 fee, That never happened. We finally received a check for $250 on February 1st. At that time, we had been without heat for 7 weeks.

We had a repairman come out and look at the unit. This unit is 19 years old. In March 2021, B&J Heating and Air had been out to inspect our unit. He told us at that time that the unit needed to be replaced.

We were told to put in a service call and paid the $100 service fee. We were assigned B&J Heating and Air for the service call, but he refused to come back out because he said he had just been there. We were then assigned Sears and they came out in came out in April 2021 and replaced the freon which had leaked out and we had no Air Conditioning for 2 weeks at that time. I cannot understand why Cinch continues to send B&J Heating and Air to do repairs when the guy isn't reliable.

The Service Job ID# for the call I put in on December 12th is SCCPC32B4E3E7-3. It is listed on their website as completed (which is not true). We found Oswalt Heating and Air Conditioning who said the the R22 freon that is needed for our unit is very difficult to find. He recommended that the unit replace and gave us an estimate of $4595.00.

I called to ask how to proceed with sending in the information about replacing the unit. On February 12, I talked to a woman named Juliana who told me that she would send me an email with instructions on how to submit the estimate. I called back 3 hours later to ask where the email was. I didn't get the name of the gentleman I talked to the second time.

I went through the entire story of what had been going on and asked where the email was. He informed me that it would take 24-48 hours to get an email out. I told him that I thought it was ridiculous that we would have to wait that long. He told me that we were given $250 to find someone and then have the repair done and submit the receipt for reimbursement.

I told him that there no repairs to be made and that I wasn't going to pay $4595 to replace the unit out of my pocket. MY husband and I are both retired and we don't have that much money. I also said we had been without heat for 2 months and we needed authorization from them to get the unit replaced, He again said that we had to do the repair and submit the receipt. I asked to speak to a supervisor.

He told me to wait and then laid the phone down for about 10 minutes. All I heard was a bunch of static and he came back on and said that a supervisor was not available. I hung up and called back again. This time I talked to a man named Ivan, I told my story again and he gave me a phone number to the pre-authorizations Department.

While we were talking, the line went dead. I called the pre-authorizations Department and told me story again. The woman who answered said this number was for the repair companies and she transferred me to another department. I told my story to a gentleman there and he kept telling me that we had to pay for the repair and submit the receipt.

I had been getting nothing but the run around! I called the preauthorizations department again and I asked to talk to an American supervisor who spoke English that I could understand and could understand me after telling my story again. I spoke to a gentleman named Rick who told me he was recording the conversation. I told him that we couldn't afford to pay $4595 because we didn't have the money.

We have Total Protect Gold to to cover this. We passed the information about sending the estimate to the pre-authorizations department. We passed that information on to Oswald Heating and Air Conditioning and by bow, he should have forwarded the information and photos to Total Protect Gold. It has been 2 months since we have had working heat in our home!

This is totally unacceptable. I have sent emails to Total Protect Gold and to Cinch Home Services and have had absolutely no response whatsoever. It is 52 degrees in our home right now at 6:18 PM, it will be 38 degrees outside at 4 AM. What do we need to do to get our heater replaced?
We do not want Sears or B&J Heating and Air to come to our house again.

They don't complete the job and don't return phone calls. There are plenty of Heating and Air Conditioning companies in our area and there should be others that are reliable.
We never had any issues with warranty repairs until Total Protect let Cinch Home Services take over our contract. We have had nothing but trouble since we started having issues with our heater. The freon that is used on heating and air conditioning units this year is R132.

Our unit is 19 years old and uses R22. The repairman told us it would probably cost $1000 to add freon.

Sears added freon in April 2021 along with a sealer, and it had already leaked out again. We don't want to go through this again in another 7 months.

I've been attempting to have a microwave/convection oven repaired since May 21. Total Protect sent the job to Keepe in May.

Keepe sent a technician to repair the unit; after a failed appointment, they came to the house and stated the oven needed parts. The parts were sent by Keepe and after another failed appointment, the tech came back again, and again he stated parts (additional parts) were needed. The request went to Keepe and they stated one of the parts was not covered (although it was an internal part to the oven), I paid for the part and the additional parts were sent and received. After an additional FOUR more failed appointments, the tech came again and attempted to repair the oven.

The tech was unable to fix the system and stated they had to submit the findings and request a replacement. That was 12 July, a month and a half after requesting service. I contacted Total Protect about the replacement authorization (last attempt was 16 Jul; past the 24-48 timeline for Keepe submit to Total Protect) and they stated they had not received an update/request from Keepe. Total Protect continual sends emails to Keepe, however, emails have not help the situation.

At this point, I think what is "reasonable" has not been met.

I am requesting the microwave/convection oven that I requested service on in May, and determined unrepairable by your technician, be authorized for replacement immediately. To continue to ask your costumer to wait on Keepe, after they have proven themselves unresponsive, is not reasonable.

On May 18th we called about a claim, talked to about 10 different people. We did what they said but now we're being told that we did things wrong.

our central heating and air quit, could not be repaired, we were told to go ahead and have it replaced, pay the bill and Total Protect would re-emburse us. I mailed a detailed bill to you and I called about a week ago to see why we hadn't heard anything, Well, I was told that I mailed the bill to the wrong address. I'm stuck with a $6000.00 bill and I draw less than $800.00 a month. You tell me how I'm going to pay that.

I've been paying this insurance for 11 years, to find out that it is a scam.

OH,,,on the day I first called Total Protect you took $100.00 dollars from my checking account. Someone tell me what you intend to do about this.