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I was called on the phone by someone representing herself as being with DTE Energy for an appliance home protection plan. I was given very simple information that sounded attractive. I was told all appliances would be covered and was told, without exception, that I could cancel at anytime and that all major appliances were covered. I was told nothing about their ability/policy to use discretion when fixing an appliance. They have a review policy, I later learned.
About a month or so into my participation in the program, my dishwasher quit working. The warranty company/DTE sent out a repairman who determined there were several problems. I got a call a few days later that the dishwasher would not be repaired, presumably due to the expense. I was outraged because the person on the other end of the phone when I signed up told me nothing of a review policy and that they could choose whether or not repairs would be made. When I called to complain, and cancel participation, I was informed that the contract they sent me, which I had not thoroughly read, nor signed, stated that once a service had been initiated, one could not cancel the program.
What I object to is several fold:
1) I asked if I could cancel at any time with the person with whom I spoke on the phone. I was told repeatedly, "yes."
2) I was told all major appliances were covered, and no exclusions were stated at that time.
3) I am being kept in the program because of a contract I did not sign that states that the contract supersedes all other agreements. This reeks of consumer deception and needs to be stopped. They need to tell people over the phone what the details of this program are. I cannot believe a public utility would behave this way. I am outraged to the point that my whole body is vibrating with anger.
I had the same experience with water heater. I had another company fix it with a $4.00 part.
The DTE appliance protection is a scam. When they say you can cancel anytime, they are lying. They can deny your request to cancel at their own discretion after a 30-day review. That's an illegal backdoor way to lock you into a one-year contract without your knowledge. The second layer in the DTE appliance plan scam is to exclude parts of the covered appliances. For instance a sensor in the dryer are not covered so long as there is heat coming out of the dryer. They do not cover the ice maker or the water dispenser on your refrigerator. You only find after the facts. The third layer of the scam is to put you on a long waiting list when you request service. For instance if you have a leaky bathroom shower they will not show up for at least a week. This is an illegal outfit and it is a shame that DTE is running it.
I have the same problem dte repair guy shows up to fix my refrigerator walks In my house opens . The fridge closes it walks out calls me n tells me my fridge is not fixable. I find it a bunch of b.s. I'm filing a claim against dte fir false information.
I printed out all these complaints and taking them to the court house to file a lawsuit against them. They did the same thing to me on three of my appliances they walked in walked out called me and said it's not repairable. They have caused me two stokes n a massive stress attack. They are scammers. DO NOT I REPEAT DO NOT SIGN UP. THEY LIE ABOUT EVERYTHING. ITS BEEN TWO WEEKS AND STILL WAITING FOR A MANGER TO CALL ME BACK. IT'S A GAME TO THEM SO ID ANYONE WOULD LIKE TO JOIN ME IN THE LAWSUIT PLEASE CONTACT ME AT [protected]
Yes. This is a scam. I am a victim as well. Shaique Ali.
When we upgraded our Kitchen in April 2014, we bought brand new appliances including replacing our fifteen year old refrigerator. When the new ice maker stopped making ice and the freezer food started to thaw, we called for service using the plan on Wednesday and was politely told that the earliest a technician would be available would be the following Tuesday. Thank God we still had the old refrigerator we could rely on. Based on the tone of the prior complaints, I don't expect much since no one has called about the make or model of the refrigerator. My research through Google and YouTube indicates that it is probably a simple problem with the evaporation fan or circulation. I'll do a follow up on the technician and his work if he arrives on Tuesday. What I do know is that I am disappointed with the speed of the service since I would never work with a repair company that took a week to provide emergency service.
To all how feel the plan is a scam
I completely understand your opinions but theres one thing you all have in common not reading your terms and conditions book. As a person with logical thinking im not expecting to pay $37.95(Platinum plan) that covers 10 applications in my home to cover every single part or put in a brand new $700 part in a 10 year old application or even cover the full cost for replacement.
But that just me
Very upset with this plan! My folks have this plan and this is the 3rd time they have been called on the same problem. My dad is on disability, my mom is very ill and has breathing problems and they are sitting in there house waiting for 3 days in 88° evening temperatures. Thus is horrible to me...senior citizens!
What has been the resolution to any of these complaints?
I was sitting here with the DTE brochure thinking of signing up BUT will not after reading this!
Extremely dissatisfied with this program! A DTE salesperson convinced us to join the DTE Energy Home Protection Plan two years ago. According to the salesperson, the program was supposed to cover service on select household appliances for $38 per month. Knowing most of our appliances were beyond the warranty program it sounded attractive. Subsequently, we had minor issues with a covered refrigerator and a covered washing machine. The issue with the refrigerator occurred in the first year and related to a ice-maker flap that was not properly sealing. DTE communicated ice-makers were not covered but I later heard from a technician we met that they changed their policy to cover them. It was disappointing that DTE did not communicate this directly. I scheduled an appointment and after waiting for three hours for the technician to arrive, he informed me that even though refrigerator ice-makers are now covered, the flap part is not covered. It is approximately a $250 repair. The issue with the washing machine was more recent related to a small tear in the seal for a front-load washing machine. Again I was told the seal repair is not covered even though it is a critical part of a working appliance. Again the repair would cost me ~$250 out of pocket. DTE insists all of the caveats of their program are included in the terms and conditions but their salesperson was not transparent about these exceptions when they engaged us. We feel like we are taken advantage of and have decided to quit the program. We paid over $750 in program costs and received zero benefit.
My problem with DTE and this APP program is this... I was signed up and paying $15/mo through my DTE bill for just the Furnace/Water Heater plan. Then in April I had a problem with my furnace. They came out, spent an immense amount of time on it, but finally got it fixed. When I received my May bill, instead of the $15 service fee for The Plan, I was billed $112.95. I have called and chatted with DTE people...I have talked to several people on the phone (one that said she was a Supervisor)...and they all say they can't figure out why I was billed for that money, but they will get to the bottom of it and get it straightened out. Several times they told me to call the APP people, and the APP people told me it's not their problem and I needed to call DTE Billing...back-and-forth I go. Then I had a guy call me from "headquarters" in Detroit (while I was at work) who left me a voicemail saying that he was working on the case and would get it figured out - not to worry he would get to the bottom of it and call me back but said I couldn't call him back because he didn't have a direct line yet. That was two weeks ago. In the meantime, DTE sends me payment reminders about my "overdue" payment and if I didn't pay it soon they were going to drop this service and that service! They say that I now owe them well over two hundred and some dollars. What's next, can they ruin my credit rating for lack of bill payment?
DTE outsources their non-gas appliance repairs. They denied repairs on my washer twice. My washer was not draining very well. The repairman told me it was probably bad bearings in the drum. When I told him the drum was spinning normally and I suspected it to be something else, he forcefully kept yanking on the drum (I actually think he was trying to break the bearings). He did not know I was watching him and I finally asked him to stop yanking on the drum. He stopped and told me it was definitely bad bearings and it was not covered under the protection plan, but his company could repair it for $425.00. Mind you, he never took the panel off the back or the front of the washer. I requested a service receipt with his diagnosis and said I would think about it (I just wanted him to leave!). I knew it wasn't the bearings. I called an appliance service company and they came out and took the panel off, removed line going to the pump and cleaned a filter that was plugged up with debris. It took him a total of 10 minutes. I was charged $85.00. I took a picture and wrote to DTE and they reimbursed me the money. What a scam!
Another washing machine repair they said was not covered, the retainer ring that holds the rubber boot in place on a front loader. OMG! That is a simple and easy repair and they said it was not covered! Scammer! I think a class action law suit should be made against them.
Have had my furnace covered for over 2 years or more. I had a request for information on if there was a program to have my furnace cleaned once a year and they said it would be a bit more than $6 a month and they would have american appliance as the company to service the furnace before it is needed when cold weather begins. american appliance changed my appointment time. I decided I would just cancel the request and cancel the additional $11 a month I pay for hpp coverage too. I can not get through to cancel. the phone either goes dead or a busy signal starts. I am very very upset. I will not give up on trying to cancel this service. I am using this form of contact since no one will talk with me on the phone.. account number is [protected] 1. I hope the home protection plus program will be canceled. I do not have a bill due until after november 16.. please take care of this. I am seeing and hearing there is lots of unsatisfied customers with this program besides me.. thank you in advance.
For people here who say DTE customers should have read their contacts, please know that DTE is not transparent, and do not provide a contract up front. Only a solicitation letter or a call. Yes, I do expect them to pay for a $700 repair even though I only squeeze out an extra $38 from my tight budget each month. This is less than some life insurance policies, but people still expect them to cover thousands of dollars in funeral expenses.
How about you?
Would you expect your car insurance to replace a $30, 000 totaled car, when you only pay about $100-200/month on a full coverage policy? How about your health insurance company? Would you expect them to pay millions of dollars caring for you if you had something like cancer or COVID?
Please don’t minimize our experiences. We expect DTE to not act like shady snake oil salesmen. This is our respected utility company. They have to do better. We have to make them do better.
I too, have the DTE’s Home Protection Plan (ha!). Service man arrived and before even opening the refrigerator said, oh this doesn’t sound good, this is bad. Do you have greenbacks? Opened the freezer, removed the back panel and informed me I had a seal system problem not covered by my DTE “Ultímate” home protection plan. Before I invited him to leave, he, again asks (for the 3rd time), “Are you sure you don’t have greenbacks?
Now, I must also watch out for scams from my trusted utility company. Why haven’t I heard about this on the news!
Jesus! what have we become, help us all.
This is the direct email from DTE Home Protection Plan. Even verifying that their agent was at fault, they will not cover appliances. Unbelievable!
Dear Ms. Steele:
Thank you for your patience in waiting for a reply to your request. We have reviewed the conversation that took place with our agent regarding your enrollment on our program. During the conversation, our agent did inform you of a 15-day waiting period to receive service; they did not inform you of the 30-day waiting period in association with the GreenBacks coverage.
While we regret the agent's failure to provide this information, we are unable to honor your request for GreenBacks payouts for your dishwasher and clothes washer, per our Terms and Conditions.
Thank you again for contacting DTE Energy.
Regards,
Program Management
Home Protection Plus
They’re very deceitful. I’m having a similar situation
I had my furnace blower motor and circuit board replaced and I had to pay $115.63 out of pocket because DTE told them they only pay up to$1000.00. My perts and labor were on list of covered items with NO OUT OF POCKET. I called Dte and they did nothing. I'm looking for new plan company now.
As you, I am in the home protection plan, and I was told all my appliances were covered and would be replaced not just repaired and come to find out my hot water heater would not be replaced because of where I live I am just north of somewhere where they will not service north of Detroit saying that they don’t have people to repair or replace which is a lie because one of their people came right to my home. Also I was told since I have a boiler which they didn’t know I would have to pay like another seven dollars a month because boilers are harder to work on which to me I think would be a little bit easier since it’s just a hot water issue and no furnace filters. Then they offered me well we can give you $150 if you sign up for the whole protection plus for the green backs at 1995 a month extra well that math does not add up at all so if anybody get out of that program just pay our normal heating bills and have a qualified plumber or electrician or heating guy come out to our own homes they might know more what they’re doing in these guys rip off artists
Had the same problem and I am pissed. I talked to 2 different representatives about upgrading from home protection to home protection plus because I had a leak from my hot water tank. They knew all about it. Told me I had to wait 15 days to call for service which I did just to be told they don't cover pre existing problems. I told this very rude representative cancel the plan and she tried to say that because I already had service under the old plan they couldn't. I asked to speak to a supervisor and was told that they would not cover preexisting problems but they would cancel this and put me on the regular plan then transfered me back to original rude representative who said "we will transfer u back have a good day" and hung up. This is a scam tell them you want everything in writing before signing up and shame on you dte for screwing customers over like this
I have been on DTE Home Protection Plan for many years. In the past, I used to get great service when any of my appliances needed repaired. That is u til the last year, something changed. I used to get a heating and cooling company when I needed service in my furnace or central air unit or a appliance repair man when I needed service on an appliance. Now they just send out DTE repair people who are have no expertise in fixing anything. They come in personal cars with a DTE sign on the car. My central air began blowing out hot air. A DTE person came out, spent 5 minutes in my backyard and told me I need a new system. He said it was leaking and DTE no longer puts Freon into these old units. I accepted his determination. But then my dryer wouldn’t start. Called DTE once again. DTE representative came out and pulled the back off, replaced an item and it still didn’t work. He then said the wires are fried. You need a new dryer. I asked if he checked the sensor. Checked the bad sensor and immediately my dryer started working. He put on a new sensor. So why did I have to tell him what to do? What happened to the wires being fried? Now this past Monday, I had to call DTE again. I’ve been here for 20 years so things are now starting to break down. This time for my hot water tank - no hot water. DTE came out and in 5 minutes he tells me he has bad news. He said my hot water tank is an old model and it couldn’t be fixed because they don’t make the parts for it anymore. He tells me I have to buy a new one. Next day, I contacted a Hot Water Tank Company. He came out next day to install a hot water tank. He immediately looked at mines and said ‘I can fix that’. He took a part off, went to his truck and got the replacement part and I now have hot water. I was about to buy a hot water heater from him! It was in his truck! He could have made more money selling me his than fixing mines! But he was honest. My story doesn’t end here. I called to cancel my DTE home protection plan of $59 a month. Now they are saying I can’t until Jan 2024 when my contract ends. I’ve been on their plan for 6 years! I don’t want to continue to pay to a company that sends out inexperienced people to tell me to buy another appliance! Now I’m in a 30 day waiting period to see IF they will cancel my policy early! Like I said before, DTE stopped sending qualified companies out and started sending out their employees with limited experience. They lie to their customers when they can’t fix the problem by telling them they need a new appliance! I’m so frustrated right now!