We have a service contract with Total. covering all of the appliances in our house. They have been collecting their fees for several years without having to provide any services.
We began experiencing some seepage from our washing machine every time we ran a load of laundry. We contacted Total, and even though they advertise quick, around the clock service, it was four days before a technician arrived. He diagnosed a crack in the drain hose where it was attached to the machine on the bottom. He advised us that he did not have the part with him, and would have to order it, and would be back in a few days to effect the repair. He told us that we could still use the machine, but it would leak a little until it was fixed.
We have two small children, ages four and five, and if you have kids, you know how quick laundry can pile up. We began a load of laundry, and as soon as the washer filled with water, it cut off completely, and regardless of what we did, would not restart.
Total advertises 24 hour, around the clock emergency service. I contacted their emergency number ans was told I would receive a call back. That was five days ago, and I'm still waiting for a call back. We ended up with a large flood, that damaged an expensive laminate floor that may now have to be replaced.
Since they never did call me back, I called thier office two days later to find out what wa going on. On a side note, they now have a phone system in place designed to discourage any service calls. When you call in, you get a voice message giving you your place in queue. As you count down to being the next caller in line, it will reset and put you back to 14th, 15th, or 16th place in queue. Don't believe me? Try it yourself.
When I finally got an opportunity to speak with thier operations manager, Ed, he told me that he would expedite the repair. LIAR!!!!!
After several days of no contact, I called Total again, and again got screwed around by their phone system designed to frustrate the customer. I wanted to know they status of the repair. I was connected to Jamie in the parts department, who informed me that "our supplier said maybe, just maybe, that part could possibly come in sometime next weeK". Then again, maybe not.
At this point, I decided to take matters into my own hands and look for the part myself. I madw one call to an appliance parts store several minutes away. The result? They have several...IN STOCK!
Now I don't know about you, but I HATE being lied to. It insults my intelligence. I called Total back and tried to speak with Ed. They took a message and said he would call back. he never did. I fianlly called Total again, and again, got tortured by their phone system. I refused to hang up unitl I spoke with Ed. I told him about the part being available. He promised me he would look into it and call me back in ten minutes to get everything set up. That was several hours ago.
The thing about dealing with liars is that,well, THEY LIE!!!! Total is great at collcting fees when they don't have to do any work, but heaven forbid you need them to live up to their ciontract, and you're screwed!
I would have filed a complaint with the Better Business Bureau, but they're not members. I wonder why...
I hope that if you're considering doing business with Total, you will reconsider. That is unless you want to waste you time, piss your money away, and like being lied to.