Total Home Protection Refused to pay a legitimate claim Philadelphia, Houston Pennsylvania, Texas

We had a water leak in the wall of our shower which caused serious water damage.

Originally, the first plumber who came to our home stated the leak was coming from a problem with the drain, weep holes, and/or drain pan.  OF COURSE, THP says this is not covered.

When we tore out the wall to enable us to tear out the floor (cultured marble floor and walls attached together) to "fix" the problem, the contractor advised the problem was NOT what the plumber claimed. The drain was intact and draining. The weep holes were not stopped up. And the drain pan was undamaged. We called in a second plumber.

He found the leak to be coming from the shower valve with a break at the valve which turns the water on and off in the pipe. Our valve system is a three way one. Claim denied because the many reps we spoke with including "supervisors" and "managers" stated that our "valve" was NOT a "valve" and that only "shut off valves" are covered. The "PART" that has the problem IS a "VALVE"--it is the valve that turns the shower water on and off. I(wit is the ONLY "shut off" valve associated with our shower valve system. We live in a newer home and any so called "shut off valve" is located at our meter which of course, is located outside the perimeter of what THP covers. 

But nevertheless, the second plumber spoke with THP and told them that the valve that was leaking WAS the "shut off valve". 

The policy book states:  COVERED.....  "SHOWER VALVES  This is Shower ValveS (with an "S")    We are owed $500 from THP to help us pay for the repair this massive problem which will cost us thousands to fix. They have offered us a goodwill payment of $180 but NOT the $500 that we should receive. 

Today we received a call FROM THP--Kevin.  He advised that we might could resolve the problem if we make a report at       remediation@totalhomeprotection.com.  I have searched high and low for this website to no avail.  And I can find nothing on THP website for a "remediation" link.

These people are truly unbelievable.  There are nothing but a bunch of liars at this "business".  It should be shut down.

My only hope at this point is that I have reported this incident to my credit card company whom I paid the $1817 through when I took out this policy.  My credit card company is great about investigating these problems and they have reversed the charges until some sort of resolution is determined.  I would imagine that this is why after over a week of dealing with THP, all of a sudden today, I RECEIVE a call from them as opposed to me calling them.