Total Home Protection

"Thank you contacting us with the above referenced complaint. We at Total Home Protection treat each complaint with the utmost respect and use this feedback to better serve our valued customers. Understandably there are two sides to every story and always look for a fair resolution between all parties. All claims have been properly serviced in accordance with the Service Agreement. We are committed to providing a positive customer experience and doing the right thing for all our customers, contractors, employees, and our company. The consumer placed a claim for a plumbing system on 1/23/2019 stating a toilet was not flushing in the upstairs bath and the downstairs toilet was constantly running. Unable to get a vendor with availability we offered her to go through reimbursement, where the customer would contact their own technician to diagnose the units and once approved, we would send a reimbursement check upon receipt of the invoice. The consumer has been a customer since 9/28/2017 and has been provided service on other claims. The consumer renewed November 5, 2018, but requested to cancel on 2/7/2019. There were two claims after the renewal of the policy on 11/9/2018, which $378.70 was paid out. As per the policy no refund is due. XII. CANCELLATION C. Mutual agreement of us and you. If this Agreement is canceled after thirty (30) days, you shall be entitled to a pro rata refund at the standard contract fee rate for the unexpired term, less a $50 administrative fee and any service costs incurred by us. If we have provided services and the amount of the service costs incurred by us is greater than the contract fees paid, then no refund will be due to you. We at Total Home Protection have an unwavering commitment to uphold our founding ideals to provide industry-leading home warranty products and exceptional services to the customers we're privileged to serve. If you have any questions, please contact me at 1-800-XXXX."