TotalProtect Home Warranty / Claim denied wrongfully
DO NOT USE THIS COMPANY!! I will be sharing my experiences with multiple websites. I was supposed to get the first month of the warranty for free in April 2015, but TotalProtect took the monthly fee from my account anyway. I had to call my bank and place a stop-payment on the transaction. The bank gave me my money back and got reimbursed from TotalProtect.
When I filed my first claim on May 14, 2015 to have my air conditioning unit repaired, the technician calling himself "Mike" from the vendor company A to Z Heating & Air in Auburn, GA arrived on May 19 and demanded payment of my $75 deductible prior to doing any type of work. I refused and called TotalProtect customer service to verify this policy, which the technician ("Mike", whose actual name is "Manuel" or "Manny") claimed he "had to do or he would get in trouble." He then lied to a representative named Deborah, claiming I did not want to pay the deductible. I spoke with Deborah and let her know in front of "Mike/Manny" that I had no problem paying the $75 deductible, but this technician needed to do some work before demanding payment. The customer service agent "Deborah" agreed with me and told "Mike/Manuel" the technician that he at least had to do a diagnostic on the air conditioning unit before demanding payment. This is when "Mike/Manuel" got angry because he was told to do work before demanding payment and proceeded to write an invoice stating that my unit had a pre-existing condition. When I paid the $75 deductible and asked for feed back regarding the repair, the technician said that "TotalProtect would call with the details." I called TotalProtect and spoke with a very rude senior manager named Demetrius Fowles. Fowles claimed he would follow up with the vendor, but was too lazy to look up the correct vendor phone number. I had to provide Fowles with the vendor's phone number. Fowles later called and left a voice mail, claiming that TotalProtect would not repair my air conditioning unit because of a pre-existing condition. Fowles proved to be very arrogant and lacked common sense, siding with the vendor before gathering all of the facts. He really could care less about the company's clients and should be terminated because there is no telling how many other customers have had horrible experiences with this person. Fowles is apparently not very good at basic math, because the company lost my $600 warranty because they cheated me out of a $75 deductible and a repair that they are responsible for. UNLESS YOU WANT TO BE CHEATED OUT OF YOUR HARD-EARNED MONEY AND YOU WANT TO BE TREATED RUDELY, DO NOT USE THIS COMPANY!!