Service Contract FAQs

Every contract is tailored to meet your specific needs. You can select the appliances and systems you want covered, from air conditioning and plumbing to electrical and kitchen appliances. Simply discuss your requirements with a Total representative to create the perfect plan for your home.

We aim to provide service within 36 hours of your call. During peak seasons or high-demand periods, service may take up to 3 days. For urgent issues like AC outages or major plumbing problems, we prioritize repairs to restore your comfort as quickly as possible.

No, all parts and labor for covered items are included in your service contract. However, exclusions apply for certain items based on their age, make, or model. If a part or appliance falls under these exclusions, you may be responsible for the associated costs. Below are examples of items that are not covered:

1. Compressors, heat exchangers, condensers, and evaporator coils in refrigerators over 10 years old.
2. Magnetron tubes in countertop microwaves, and magnetron tubes in all microwaves over 5 years old.
3. Washers & Dryers: Transmissions and main drive units in washers over 5 years old; timer controls on washers, dryers, and dishwashers over 8 years old.
4. Dishwashers: Pump assemblies over 5 years old.
5. Other Appliances: Relay and power boards, and electronic controls in appliances over 6 years old.
6. General Exclusions: Parts no longer made by manufacturers, glass items, plastic trim, inner/outer cabinets, and non-mechanical parts.

The full list of exclusions is detailed in your contract, and our representatives are happy to explain specifics if needed.

Aside from items listed above due to age, and/or items no longer made (or parts no longer made for) by manufacturers, items such as circuit breaker panels, ductwork, LED lighting, and non-functional parts (like shelves, knobs, or light bulbs) are not covered. Additionally, appliances or systems that exceed specific age limits or have outdated refrigerants (like R22) may not be eligible for repair or replacement.

If an item cannot be repaired and you’ve opted for replacement coverage, we will replace it with a comparable appliance or system up to the specified limits in your contract. If replacement coverage is not selected, you will be responsible for the cost of replacement. In the case of a new AC or new water heater, Total is happy to provide a contract holder discount on new units and/or heaters.

No, there is no limit to the number of service calls you can make for covered repairs. Your contract provides unlimited service calls for the duration of your agreement. However, service calls resulting from negligence, misuse, or repeated issues caused by improper use (e.g., toys clogging a toilet) may not be covered. Our goal is to provide fair and comprehensive service for genuine repair needs.

Simply call or text us to schedule a repair. Repairs are scheduled during regular business hours, Monday through Friday, from 8:00 AM to 5:00 PM, excluding holidays. Emergency repairs are available for urgent issues, and priority service options are also offered for faster scheduling. Please note that access to your residence is required for all repairs. Additionally, in many condominiums and associations, specific time restrictions or building rules may limit when service can be performed. Our team will coordinate with you to ensure compliance with your property’s guidelines.

For items that cannot be repaired due to unavailable parts, replacement options may apply if you have selected replacement coverage. Total will not purchase or acquire used or off-market parts.