Cinch Home Services Reviews

I like that I can submit a claim online and that I don't have to talk to anybody. The guy who came to my house to fix my dishwasher and stove was very polite, pleasant, and professional. I also had a claim for my refrigerator but they had put it with another person, so I emailed them back to see if he could do it, and they did. Everything he fixed is working very well. When a person has multiple claims, TotalProtect should try harder to put it with one person. I shouldn’t have to call them back, and they should have automatically given him all three claims if they are able to do that kind of work.

Submitting a claim through TotalProtect is easy and I like it. They are good with their customer service because when you call, they send a text back, you then put it on the phone and the people call or you call them. They have sent someone out already to check my new furnace, and then change the socket for the electrical for another claim. They have been wonderful.

HMS came with the house and it was good for one year. When it came due to renew, I renewed it. When my garbage disposal went kerflooey right around Christmas, I filed a claim on Christmas eve. The contractor was out here the day after Christmas to look at it and repair it. He was a nice, very helpful, young man. He was also the owner of the company that came out. He fixed what the problem was and showed my husband what was wrong. Next time, my husband could probably fix it without having to file a claim with HMS.

I was able to do the claim online which was quick and easy. They told me an exact date and time, and the contractor that came was great. They came out at the date and time they said they would be there, and had it done in an hour.

My Hot Water Tank broke on 1/15/20 (Wednesday)I contacted Total Protect that evening around 2047-2100 and was told that my situation would be place in a EMERGENCY status, the young lady tried contacting 3 different companies to get them out to my home, neither company answered, she stated my claim would be turned over to another department to be worked through to get someone out to my home, by 10:00 the following morning 1/16/20 I had NOT heard from Total Protect so I contacted them yet AGAIN, the customer service agent contacted 1 of 3 companies yet again, I ended up with RT&T Plumbing they came out the same day 1/16/20 about 11:10 and immediately contacted Total Protect and stated my Hot Water Tank needed to be replaced, they stated they would contact their DISTRIBUTION Company to order the Tank and email RT&T when to pick it up, by 1600 I had not heard from Total Protect nor RT&T so I contacted Total Protect yet again, I was given the RUN AROUND, Spoken Too RUDELY, told that my Water Tank had to be ordered, I explained I DO NOT HAVE HOT WATER and my FAMILY and I ARE HAVING TO TAKE COLD SHOWERS, I asked for a SUPERVISOR and I was CONSISTENTLY told that the SUPERVISOR was BUSY taking OTHER CALLS and that the SUPERVISOR wouldn’t be able to get my TANK any FASTER, I asked WHAT CONSTITUTES AN EMERGENCY in their eyes because I deemed this to be an EMERGENCY and I was told my claim was placed in a EMERGENCY STATUS! My family and I took COLD SHOWERS yet AGAIN, I contacted TOTAL PROTECT the following morning 1/17/20 and was treated with the same GARBAGE but at this point I was LIED to by Shawn and LaTASHA stating the email was sent to RT&T at 11:14 that the Hot Water Tank was available to be picked up, I contacted RT&T no such email was sent! I contacted Total Protect yet again that evening when I got off work and stated WHERE IS MY HOT WATER TANK? I DO NOT WANT TO HEAR ANYMORE LIES NOR EXCUSES, I HAVE BEEN WITH THIS COMPANY FOR 4+ YEARS NEVER MISSED A PAYMENT AND HAVE USED YOU GUYS 3/4 TIMES AND I NEED SERVICE NOW THIS IS RIDICULOUS THAT IM PAYING FOR A SERVICE BUT IM NOT BEING SERVICED!!!! I was LIED too yet AGAIN by STETSON that the email was sent at 11:33, so we went from 11:14 to 11:33 with this IMAGINARY EMAIL, so I call RT&T and give them WHAT FOR about my TANK and they tell me they received the email at 1633 and the Distribution Company CLOSED at 1630 and they are CLOSED on the WEEKEND and my IMAGINARY Tank can’t be picked up until MONDAY!!!!! Beyond ANGRY is what my family and I are feeling at this point!!!!! This Company is GARBAGE!!!!!!!! My family and I have NOT had HOT WATER since 1/15/20 here it is 1/18/20 as I sit and type my review and we will NOT have HOT WATER on 1/19/20 and probably NOT 1/20/20 as well because I’m being told LIE on top of LIE on top of LIES from a company that I have been paying MONTHLY for 4+ YEARS and I CANNOT GET THE MUCH NEEDED REQUIRED SERVICE BUT I BET WHEN EVERY LAST EMPLOYEE ON UP TO EXECUTIVES TURN THEIR HOT WATER DIAL, THEY HAVE HOT WATER!!!!!! I cannot EXPRESS ENOUGH, DO NOT WASTE YOUR TIME OR MONEY WITH THIS INSENSITIVE, LIEING, LAZY, HORRIBLE CUSTOMER SERVICE COMPANY!!!!!!!!!

I submitted claims via the website which was pretty informative. They recommended somebody to use and getting a hold of the contractors was pretty easy. The contractors were reputable and professional, and I’ve kept their contact information if something were to ever happen again. However, when my heater broke, I thought HMS would cover everything. But I had to look into the policy and it was just material only, so I had to pay labor out of pocket.

I had a home warranty and later on, when they changed my mortgage to a different company, it was no longer bundled with that. They got with a company and they had a sweetheart deal. Then they changed up over time. I got less and less and paid more. With my stove and air conditioner, I had to deal with this company locally here that said they didn't work with the other company but they work with TotalProtect. So, I got with TotalProtect and I stayed with them. They’ve been pretty good overall. When my air conditioner went out, I had to get a second opinion. They said they were providing me a name but this contractor was no longer working with TotalProtect. But it was okay. I had a good servicing agent and I was very pleased.

HMS Home Warranty was recommended by the Realtors that was in our house. This was the one we picked 'cause there was more coverage and it was lower priced. When submitting claims, which I've only had to do it a couple of times, I just do it online usually. It will either give me a referral to call. If there's no referral in the area, then I call in and submit a claim. The online portal is pretty easy to use.

TotalProtect has been okay. I've had them for almost 2 years. However, I had some issues with the contractors coming out. The most recent one still hasn’t resolved the issue. I feel like I keep on having to pay again to try to resolve the same issue, and the guys just don’t have the expertise to fix what the problem is. I’ve had my dryer worked on three times and it’s still doing the same thing. They all say that it’s fine. The first two times, they sent the guys back to do the work as this warranty worked. But this last time, I had to pay again to have another company come out and work on it. They guy told me the same thing - it was fine. They don’t have a resolution for me. So, I’m not happy about that.

I reported two problems to TotalProtect, one is for the bathroom water that was not going and then a dishwasher issue and I paid $150 for the first time. They said that $150 is only for the bathroom issue and that we needed to pay for the washer. I ended up paying $258 from out of my pocket. ServiceMaster Plumbing was very bad. We had a cleaning and we were dealing with the sewage then. The moment they came in, they did not even look at what the issue was, they were asking for money. I paid $150 and told them that it was for the deductible. And then, they said they need to get a washer and then they went out for about two hours. After two and a half hours, they came and said that they have the washer and then they fixed it. And then they started saying, “This is not covered in the warranty.” It was taken care of but I had to pay out of my pocket for them. Overall, I am satisfied with TotalProtect. But at the same time, there are small nuances.

The claim was no problem at all. I did it over the phone and the contractors were awesome. They were on time and did exactly what they said they were gonna do. However, I've been trying to get a copy of my contract since October 1st and I've called five times. Every time it's, “This is the last time you'll have to call.” I called just this last week and I still have not gotten a copy of my contract. I'm very happy with the contractors, but I'm very dissatisfied with HMS.

The only problem I’ve had with TotalProtect for 15 years that I've been with them was getting contractors to respond to me. I’ve only used them a handful of times, but mainly for my AC and heat. I have an old house and all my stuff is old. My AC was 25 years old. It was still going, but it got a leak. They could not figure out what was causing the leak but it ended up being my main coil at the top of the furnace. It was leaking into my furnace and that was also what caused the problem with my heat. The water leaked into the motor which rusted the motor up. So, that was part of that too. But I didn't claim it as that. I did a separate claim.

I've been with them for over 10 years and I really like their service. The only thing I don’t like is that when I call in, there are still several tickets open and there shouldn’t be anything open. That’s very annoying. I also spend a lot of time yelling at the phone system because there’s nothing relevant there in all the pre-recorded stuff and it’s very frustrating. I don’t wanna have to be waiting and waiting to talk to a live person when that’s all I want and need. Still, TotalProtect has good service people, companies, who try to get there as soon as possible.

I used HMS once and though it started out rocky, it ended up perfect. I lost my hot water during Thanksgiving week, and I live in Virginia so it was a very cold temp. I had company coming in for Thanksgiving involving an 18-month baby, and I had no hot water. It happened at 5 o’clock on a Saturday and I couldn’t get a hold of a person until Monday. Everything was automated and one of the contractors that they assigned to me said on his recording that he wouldn’t respond on Monday morning. That wasn’t responsive enough. I call that an emergency. My realtor got a hold of a number with a person, but my paperwork only gives me automation. It allowed me to use the contractor that had already been to my house, and he said he’d come, unlike the other one that HMS assigned to me. He would come right then on the turn of the dime Saturday night.

Awful! No longer managed by Sears – now out of business. Purchased Sears home warranty before they went out of business, had to cancel. No choice after. My heater went out. I could not reach anyone by phone for 6 hours. Hung up or transferred me overseas, etc. Then I was told they had no repairman in the area and I could choose one. I sat in a home in 13 degree weather without heat for 2 days! I paid the cost to repair 400-600 which was never reimbursed until a year later after numerous calls and emails.

I'm sure total protect is a great deal and warranty to have. However, they insist on using a local third party to determine what is wrong before sending anyone out to fix a problem. It is apparent they use the cheapest snails person who will charge the maximum deductable rate (far more than anyone else). In our experience this third party contractor determined nothing was wrong but tried to up sell us for several thousand dollars instead. This in despite of the fact that two other inspections found an issue and agreed on the issue. If you can't receive service then there is no point in having this service.

After my last review which was not favorable they did contact me. They did issue payment for the work I paid for. I will still have to give them a less than favorable rating. The years before this incident I gave nothing but High ratings. The customer service, the quality of the product replacement and the repair people that came here were all excellent. This time not so much.

We called CCHS to put a claim for a broken gas burner and no heat in our home on 01/02/20. They sent an incompetent service tech on 01/04/20. 2 days no heat. Tech said he needed to put claim for someone else to come and I paid him my deductible. Following day house temp was 56. Called company and no report or help. Called again on the 8th, again no updates. 7 days no heat. We had to get someone to fix boiler. I called company again for reimbursement on the 15th and they still didn’t have any info on my repair. They said the tech never sent his report.

I called TotalProtect, told them I had a claim, and I was provided a couple of service providers that I had to choose from. It was easy and I was good to go. However, one of the providers didn’t call me back nor engage for about a week and a half. So then, I had to call TotalProtect back and switch to get a different vendor. They did what was necessary.

They're quick and efficient. You get a quick turnaround once you submit your claim. And then, once you contact their vendor, their vendors are expedient as well. So, they expedite whatever your service is and make every effort to solve your issue and get you back into working order. I had an issue with my washer and dryer, and I put the claim in on a Saturday. Within hours, I got a phone call from the vendor, and the vendor went out the very next day on a Sunday morning. They fixed the issues a half hour early.

The washing machine was making a noise and it was like the third or fourth time it has done it. It happened a year before and the year before that. The people kept saying they were replacing a little plastic gasket on it and it kept wearing out. I did a claim online and then I called to follow up. TotalProtect's contractor was good and was able to repair it on the spot.

The company was very responsive after my complain on the ConsumerAffairs and resolved the issue in a timely manner.

We’ve been with TotalProtect for about 5 years now and their reps have been really good. The last few experiences has been really good too. We did have some trouble over our dishwasher, but it got straightened out.

My experience with TotalProtect is sometimes good, and sometimes, not so good. Years ago, I had some minor stuff done and it worked out. But recently, I called them because I had a leak in my kitchen. I was told that the faucet needed to be replaced and that wasn’t their responsibility. Subsequently, I paid the guy 100 bucks to come out and tell me what he couldn’t do and I still have the leak in the kitchen under the sink.

HMS has a little bit of a communication problem with the way their system is set up. We own multiple properties, so when we put a claim in, they would assume that it was for our main property and the contractor would show up at our main property. That has happened a few times and it's a little frustrating, but they do resolve the issues. Also, some of the vendors aren't the best that are out there.

Mary called me today and was AMAZING! She listened to my concerns and immediately worked hard to solve it by calling the plumber and getting everything worked out with him and then calling me back to keep me updated on the resolution. I wish everyone in the company was as helpful and pleasant as Mary. Thank you!

I've had the service of HMS for two years now and I was recommended to them by my Realtor. I haven't had any difficulty submitting a claim. It's a pretty easy process. I usually get someone out here within the week. The contractors I've had were professional and knowledgeable. However, they're usually not on time. That's the only problem that I have. I've had contractors give me a window of 1:00 to 5:00, and they may not show up until 8:00. And that's happened quite often. Also, when they come out, I get charged a fee every time. I would like to see that decreased. It's a little bit more than the company that I had before.

My experiences with TotalProtect have been excellent. I never even thought about a home warranty till I got a call from them. I call to submit my claims and the experience has been good. The reps are very nice. My most recent claim was for my dryer and I needed a new roller put in it. The repairmen were out in 3 days and they were nice. They had to order a part and come back in 2 days, which wasn’t a problem.

We’ve been with TotalProtect for about 10 years now. Recently, they had the garbage disposal replaced. The contractors were fine. They were able to take care of the problem that day.

I’ve been with the company for more than five years. My experience when submitting a claim is favorable sometimes. Sometimes, it’s not. It takes a while sometimes to get the actual results. Sometimes, it’s actually fast. Some of the contractors are not well-equipped with knowledge. But for the most part, about 80% of them are wonderful. The quality of their work is excellent. It’s not regrettable going with HMS Home Warranty. I'm just wondering why they increased the rates.

Long story short: my bathroom flooded, repeatedly. Not only did it take them a week to get a plumber scheduled, the day of the appointment the plumber cancelled on me because their tool broke. They referred me to another company, and I called Total Protect to make sure I had authorization, and that if i was charged over the deductible amount, I would be reimbursed. Well, wouldn't you know, NOW they're trying to say i wasn't authorized, even though I spoke with no fewer than 4 people to try and make sure I was, and don't want to reimburse me. Not only that, but they were pretty rude to me on the phone. I'm cancelling my contract with them.

I'm old and so it took me a little time to figure out exactly how to submit claims. But after I figured out, I've had no problem with it. We've had four claims and they've taken care of everything I wanted taken care of. There was one time when the tech never returned my call so I went ahead and fixed it myself. It was the only time I had any problems.

Our house cleaner has TotalProtect and thought it was a good value. She had been telling us for years that we should get it. We didn’t know you could get it as a homeowner and thought it was only for brand new homeowners. She said we could get it and that we'll never know when it may come in handy so we got it. We’ve had one claim where something was replaced and one where a dishwasher leak was fixed. The service was quick and helpful. And the contractor did great. They were quick, on time, efficient, and friendly. I'm satisfied with TotalProtect Home Warranty. They’ve come through for me and I’m continuing to use them.

My experiences with HMS have been pretty good and I've been pleased with them. I haven't had any problems as far as the customer service end of handling the claim. It's just that once they found a contractor that would service, I've had a little bit of problem in terms of getting the vendors to touch base with me. It's not a big issue though and it's been resolved. I would suggest having a wider range of selection for local contractors instead of having to go 50 miles from where I live.

I've been a long-time customer and TotalProtect's service has been much better than what it used to be. The early years, they absolutely sucked. I almost got rid of them and went to American Home Shield because it took forever to get things done. Contractors were hit and miss about showing up, and they’d wanna deny legitimate claims in their contract that said they were obligated to pay. I had to get contractors to jump through hoops just to deal with them. The last eight years, they’ve gotten increasingly better. In fact, I am pleasantly surprised in the work that they’ve done. Except for one occasion, things have been great. TotalProtect now has better contractors who show up usually when promised. What they say they do is what they do and they do a good job. They don’t make too big a mess and they clean up after themselves too.

I submit claims online usually, and the process is great. The few times we were able to talk with the representatives, they’ve been very cooperative and understanding and they do their best. It’s so easy to get appointments and they seem to have really good people on their lists as all of the technicians that have been out have been very nice. We've had TotalProtect for at least 3 years now and we’ve really been very happy with everything.

I've had HMS for two years and kept renewing to have the reassurance knowing that if something goes wrong, I have someone that I can rely on to get that fixed. The few things that I've had had been repaired. They've had someone out here at an efficient time and the contractors fixed and resolved the problem. And then there haven't been any other issues since then.

When I submit a claim, it used to be that I can call a number. Now, I have to go and do all these other things. But once I got through, it was fine. Over the phone, all the customer service people were great. The service workers that came out or the company that did the work were topnotch as well. My recent claim was for the repair of some boiler pipes in the radiator and one of the radiator pipes had to be replaced. The quality of work that was performed was wonderful. TotalProtect did a great job.

I bought a house and my inspector missed some stuff. And I said, "The house had some stuff that might be failing down the road. Let me get a warranty." TotalProtect Home Warranty was recommended by a friend. Their reps were nice. I had a plumbing concern. They sent in a plumber, and then I paid the plumber the deductible, but then the plumber went out of business, and then they couldn’t find another plumber, so I had to find one on my own, and then they paid it right away. They’ve stepped up, but I don't know why they have a problem finding help. But the quality of service provided by their contractors were good. It all went fair, except for the guy that went out of business and didn’t complete the job.

I honestly wish I could give negative stars or at least a 0. I would be here for hours explaining the past years' experience with this company so we are just going to hit the major points here... First called Hms 5-2018 (yes approx. 2 years ago). Explained that my electric on my 2nd floor is going in and out and at this point it has been out for about 7 days, they finally got someone to come out 7-2018 and by that point it was working again so after I paid the co-pay of 100.00 he stated that he can not do anything because it is now working for me. To call when it stops again, so takes us to 2-2019. Electric completely goes out again and I contact Hms. Tell them the deal again and the past experience and they schedule someone I contact to ensure we are all set and get to the appointment.

I like that TotalProtect's service happens and so I've been with them for about 15 years now. They're usually timely in sending technicians out. Depending on the issue, they take 3 days sometimes or a day. The technicians and the quality of their work have both been generally good.

So far, I've had three claims with HMS Home Warranty. The first was for my washer when I first moved in and that went fine. Then, I had somebody come out and look at my air conditioner. That time, all the contractor did was switch some wires but they did not fix the problem. When I switched the system over to heat, I had to have somebody else come out. I told the girl from HMS with whom I spoke to that I did not like the people who came the first time to work on my system. She responded saying that when the techs come, I should just tell them the problem. I had to call back again 'cause nobody called me. The second time I called, the rep got me a different contractor. When I talked to the second tech who came, he told me that he just fixed another system and that he knows the company that came first. He told me he knows what's wrong with my system and he fixed it. Now my furnace is fine.

I've been with TotalProtect for a good two years. I've only used it twice, so far. The first time I used it, the contractor came out, explained to me what was wrong with my garbage disposal and fixed the problem. And then the other guy came out for my dishwasher. I've been in the house since 2000 and he said that it's gone because of all the heat, the wear and tear, it just went kaput. So, I went ahead and invested to a new dishwasher because with the appliances and the age of the house, I figured, why not. So far, TotalProtect's service has been good and everything has been going according to plan. I just call in, put in the claim, and they let me know what I need to do. Their contractors have been very friendly, professional, checked everything out and explained to me step-by-step what needs to happen after I pay my deductible.

My appliances looked like they were okay when I bought the house. I bought my home on August 30th. Since I’ve been using my appliances, much like the rest of the house, I've found out they’re not okay. I need someone to come out and look at them ‘cause I’m sure at least three of them need to be replaced. The first two people that HMS sent were good and were prompt when they came in.

I had to file a claim not too long ago ‘cause there was something wrong with the plumbing. I wish that when I am able to submit a claim, I could speak with a customer service rep compared to just calling the telephone number. I wish it was more of a one-on-one interaction rather than just ending up getting an email that says a particular contractor is gonna be placed for the issue. Other than that, I have the program, so everything is okay. The first company that was assigned for my claim couldn't get me in for a week so I had to call TotalProtect back and then somebody else came out the next day. He was a nice young man and very professional. He did an excellent job and he made sure that the issue was resolved.

My sister-in-law is having a problem with TotalProtect. She gave them all the paperwork that they needed to reimburse her, and they haven’t yet. They didn't honor what they were supposed to honor for her. I feel bad because I’m the one who talked her into getting TotalProtect.

The main control panel of my double oven was bad and the technicians that were sent out did very well. They couldn't fix it so they ordered a newer model for replacement. The newer model has been delivered about a week ago, and we're still waiting for a phone call from TotalProtect to have it installed.

I've had TotalProtect for so many years and I hadn’t had any major problems when something broke. They usually come within a reasonable time and take care of things. One time, the techs were supposed to come over for a courtesy check of the air condition or heating system, and they didn’t call me. I got emailed they were coming at a certain time without checking with me. I tried to call them back, and they were never answering the phone. Eventually, they never came over. So, I didn’t wanna go back to them again. I didn’t really need to check that way anyway, but it was just one of the free courtesy checks. TotalProtect has also gone up with the fee, but normally, everything goes up over the years. All in all, it's a good thing in case something big happened.

Submitting claims is a piece of cake. I go online and it's pretty self-explanatory. The most recent claim was for a garage door that went bad. I thought it was the motor, but it turned out to be the door itself. The service and everything were great. The guy came right and took care of it. Unfortunately, it wasn't under warranty. But I had a claim for my air conditioner that went out. That was gonna cost me $8,000. So I was overjoyed.

The contractor TotalProtect sent for my dryer called and left word that we’d better try to get someone else. Something evidently happened to him and he sounded like he was really sick when he made the call. My wife called TotalProtect and they sent us another gentleman out. He came out and looked at the dryer. We asked him if he could fix it. He took some time and said that he could. He fixed dryer and we ended up paying him $125.

We had TotalProtect in Delray Beach for several years prior to selling the property in 2015. In general, we were very pleased with the coverage and the use that we got out of the policy on that property. We had excellent coverage and service, and we recommended it to the people who bought our house. We have since moved to a new home in Florida and got TotalProtect for the house. We also have it on a second residence in Maryland, for which we had to call for a plumber back in November. The guy examined every working device in the toilet, and anything that needed to be replaced, he replaced. He was extremely neat and thorough, and he explained what he was doing. He did a wonderful job and he's probably one of the best plumbers we've ever had in the home.

I called in a claim for the dishwasher over the weekend and the reps did great. Then, someone came out in two days. The tech did a good job and he knew what he was doing. The dishwasher is working great, so far.

I made a phone call and talked with someone at TotalProtect. Right away, they gave me the contact details of a person to call. Then I called that person and they have gotten right back with me. They had someone out before Christmas for my refrigerator that was leaking. It was the second time that they’ve been out to take care of the same problem in one year but the tech came out to check it within 24 hours after I submitted the claim. The tech was also very nice. I asked him if there was something I could do to prevent the same problem from happening but he said no. It was just the refrigerator. Other than that, I'm satisfied and I'm pleased with the repairs that I've gotten from TotalProtect so far.

I’ve been using them for seven years now since I’ve been in the house. It came with the house that I bought and then I kept renewing them. Submitting claims is so easy. I've had a few claims with them where a couple were for my air conditioner. I had one with my water heater and they covered everything. I had one denied by them, but they were very friendly about it on why it was denied. They explained it and I understood why. Also, they’ve answered all my questions. Everybody that has come out has done a good job.

Submitting a claim is pretty easy now. It used to be that when you first made the phone call, you were on hold for about 45 minutes, but that's not so anymore. It's pretty fast now and normally, whoever answers the phone is pretty congenial and easy to talk to, and then they set up an appointment for you or you can call and set one up. I like the part where I interact with the contractors and talk to them and get their advice. The quality of work has all been good. The warranty saves me a lot of money. I'm getting too old to do any work around the house, and this works out real well.

Everything went fine with the claim for the water pipes in the basement. But the man that came from Atomic TV that did the washer was not very friendly. When he finished his work, I asked if the washing machine was good to go and he said, "I guess you'll know when you use it." And he did not clean up after himself. Also, he asked me for one of my towels to try to do some stuff. I thought most people bring their own things. Other than that Atomic TV guy, everybody else I've dealt with has been fine.

TotalProtect does pretty good work but they could lower the premium down. American Home Shield has a little better package going right now but I’m holding up for TotalProtect. I've had them for about 5 years now and I like how I can get their service provider’s information online or via text message. They send it to me and I can just click on that link. It will take me right to their point of contact. It’s really user-friendly. So far, the techs have been pretty good. Sometimes, I get call backs if they're working with mechanical or sometimes electronic parts that is beyond what they got control of. I’ve had some parts that had failed and they had to come back out and redo it for the freezer.

We got TotalProtect Home Warranty through our mortgage company. They sent a leaflet and for 40 bucks a month, it sounded good. So we signed up for it and we've been doing that for several years. They're really very good. Submitting a claim to them has been fine. You make a phone call or send an email, online and they call to ask what the problem is, and they send somebody to evaluate. It was $75, now it's up to $100 for that process. And then, they go back wherever they came from and talk with the higher-ups like does it pay to order a part or to replace it. So far, we've gotten our washing machine replaced because it was so old they couldn't get parts, and the hot water heater too. The most recent claim was the stove and we just had it replaced because it was also very old. The contractor that came out was very nice. They’re usually local companies that they get that are close by and they seem to know what they're doing.

The process is easy once you get a claim, but I had one problem as far as trying to find a person to work on my swimming pool. They offered the option to go outside their network, but the people on the phone that could come out told me that the gas line is too small for the heater and they wanna put a new gas line in for $2,700. I contacted other companies and they won’t work on it because the pool heater is outside but the filter and the pump is inside. HMS sent me $250 to get somebody to fix it, but it ain’t gonna be $250. Another time, my washing machine broke and they took care of that. Only problem was with that, all they did was deliver the washing machine. They didn't arrange for anybody to install the washing machine. I just had another claim when my furnace went out and the board on the furnace went out, so they repaired that. I paid my $100 deductible and they set out.

When I was looking for a warranty provider, I liked what TotalProtect covered. Plus, their prices were great. I went with them and since then, I just call them when I have claims and tell them what my issue is. Thus far, their reps have been very professional and give good customer service. They then ask me for my address and my warranty number and they set me up right then and there.

I had a home warranty previously that I didn't like so I switched over to TotalProtect. Whenever I have to submit a claim, I just give them a call and they take care of the rest. I've had their contractor come out and check my air conditioning and gave me the solution to what was gonna be the cost of fixing the problem. It was pretty professional. Overall, it was great.

TotalProtect needs to monitor the contractors that they use a little better. Some technicians are good and some are bad. I had one work on plumbing that I would never have in my house again. But then I’ve had others work on plumbing who were fairly competent people. You never know who you’re gonna get. It’s not like they’re consistent with their contractors. They can’t keep the same people working for them. I guess they lowball whoever does anything. I also don’t really understand somebody driving here to work on an appliance in my house from 60 or 70 miles away. I do live in rural Alabama but there are technicians in the area. They should hire the local people in the area.

It's very hard to get somebody on the phone. If we can easily get somebody, I don't think it would take more time to just write the claim any time. Sometimes, I re-call to get the request done. Otherwise, I don't find any issues on support and whoever they've assigned. Mostly, the contractors have been good and sometimes, there are some issues with their technical skills or something like that. One time, a fridge guy came and he was unable to troubleshoot the issue initially. He spent some time it seemed. Also, they could change the 100 bucks they charge from the client. They used to have $50 option by paying a little more. They could bring it back for better service.

We've had TotalProtect for 10 years and they're very conscious of what we need. When we need something, it happens. One time, I called them for our heater and they got very nice people who took care of it the same day.

We have been loyal HMS/now Cinch customers for over 10 years, but nearly every time we really need them they are slow, get us bad providers, and substandard parts. This time may be criminal. Our 50 gallon gas water heater is giving out, and they have agreed to replace it. We got a generic email saying they will replace it, along with a meaningless breakdown of an additional $500 in additional costs. I called for additional information and the representative said the additional costs can only be broken down by the service provider, which is fine. I asked for what unit they were replacing ours with, and after a very long wait and much persistence I got a model number. I looked it up and it's a 40 gallon tank, not a 50 gallon. I asked to speak with a supervisor. They give you a 24 hour window in which one will call. We have screen shots from our phones that neither of us were called.

They took $3000 in membership fees over 5 years, and left me with a $1150 bill for "modifications" associated with replacing my furnace. Total scam. I had two other service calls over 5 years, both of which were covered in full by my deductible. So, over 5 years, HMS had taken $3000 and covered $500 for a furnance. If I had saved that money instead, I would still have $1350. Do NOT buy a HMS home warranty!!!

Most of the time, everything gets done speedily. Everything gets taken care of when it’s supposed to. Other than one time, we haven’t had any issues. I usually call in my claims but for the last couple of times that I did it, I didn’t speak to anybody. It was like all-recording, which was kinda surprising. It made me a little uncomfortable. And one time, it went fine, and one time, it didn’t.

We're really happy with TotalProtect. But if they keep going up on price we might change. Recently, we submitted a claim for the plumbing on the water heater and the first pair of guys that came by just checked it out and verified that it was bad. They were kind of curt or not the friendliest. But the person that installed it was excellent, very nice, and very polite. TotalProtect also replaced our air conditioning and heating that went out. But they didn't really recognize the fact that there's anybody close by in this town that could handle the job and we had to find our own on that one. There are people here in Mexico and that was who we ended up using. The company's name was Mommens and I had to call TotalProtect to get them recognized. Then, they called them and our claim got taken care of locally. For the plumbing issue, the guys also came from two hours away.

My experience with TotalProtect has been really good. So far, I've been totally protected. Submitting a claim has been super easy as well. When I call in, it recognizes my phone number and brings up my account. I don't have to remember anything so that's good. I called TotalProtect about my heater a few months ago and they said somebody would be in touch with me. And I got a phone call within the hour and the contractor came the next day. I was very impressed with the contractor that came out. The guy was explaining to me what he was doing. I also knew to expect the $125, the cost I'm gonna incur. And it was pretty comforting to me.

We haven’t had any really bad experiences with TotalProtect other than one recently. We found out that if intermediate to advanced appliance replacements or repairs are involved that they usually do a really good job, with the plumbers and electricians and so forth. But we haven’t had a great deal of luck with the handyman components. I don’t know why that is. I guess it’s because there’s not enough profit to justify the time that they have to spend with the thing.

We bought our house in 2015. When we purchased, the HVAC system was old and the house itself was built in 1992 so we were told by our realtor to maintain a good home warranty for those “just in case” times. The original home owners payed for three years and in 2018 and 2019, we renewed our contract. We know how important it is to maintain our home and we were already established with HMS so we just stayed even though the claims process is ALWAYS a hassle.

We've been with HMS for almost five years and just kept renewing. Our house is an older one and we know there are things that are ultimately going to fail and would need to be fixed. I would like to see them have a wider range of providers that can be called. When we had an issue with our heat, it took almost two days to get somebody out to fix it because they didn't have providers available, which was a little frustrating. It was pretty cold and we had no heat. However, if I called somebody on my own, I would have had to pay for it and that would defeat the purpose of having the home warranty. We went out and bought space heaters to hold us over because we had no other options. When the tech came, he found where the fuse was blown, fixed it and was out of here within 15 minutes.

I don’t have to use TotalProtect that often but when I do, the issue has always been covered. Although they went up on the deductible from 75 to 100, they are always right on it whenever I have a problem, except when I use Sherwood Heating and Air in Sherwood, Arkansas. I was not pleased with Sherwood Heating at all. I never could get ahold of them. I've called and left messages, but they never called me back. They told me that they couldn't get to me until the following week. But I really needed the service then. Moreover, when they came out, they fixed one thing, then had to come out again. The last time I called TotalProtect, I told the rep that I didn’t wanna use Sherwood Heating. She picked out All South at Hot Springs. She gave me the number to call and I called on Sunday, expecting to get an answering machine. But the contractor answered the phone and came up the next day and fixed the problem immediately.

I had a pipe tube burst a leak in between floors on Christmas day and the plumbing job was good. The guy couldn't come until the day after and when he did, he checked it and said he could only cut a foot. That wasn’t enough and I had to get somebody to cut a foot for him to come in and fix the pipe. That didn't happen until the following day, but he fixed the problem. He was great. I had to file an insurance claim, so I’m waiting for that and for somebody to come fix the hole in the ceiling. TotalProtect is very good.

We love TotalProtect. They've been easy to work with and submitting claims has been easy. I always call in and usually, somebody gets back to us within an hour. They've gotten the repairs done very quickly sometimes under difficult circumstances. Our heat went out when it was really, really cold and they had somebody here in two hours. And they find people that are close by. One time, somebody couldn't come and the rep found somebody else in less than 15 minutes. They've been very polite and effective in getting repair companies out to our home. Also, everyone that has come from TotalProtect have been great.

Since October, I've had two experiences with HMS and the results have been satisfactory. They were really good about replacing my furnace motor, which was a quick resolution. But I had a little problem with my microwave. When I reported it, they sent someone out and when he went back to the shop, it was determined that they would fix it and order a part. The part came in and the technician came out the day after Christmas.

TotalProtect is good, and I'm glad we have it. We got heat when we didn't have the unit and it was a slow process because we had to wait. We have to use who they assign to us. This happened to us when our air conditioner broke a few years ago and who they choose is not who I would choose, but they did a good job. I would like to use my own heating people. I know who's dependable and people who are willing to work with TotalProtect is who they use, but they don't know their reputation here. I understand why they do that but the homeowner is best equipped to choose their technician in their area. Still, it's a wonderful service.

Doing claims with TotalProtect was simple. But I noticed in the last couple years they’ve tried, like everybody else, to make it so that you never talk to a human, which I’m not real thrilled about. I felt more secure and better when the information was received better because one time I had a bad vendor and stuff like that and they tried to give me this vendor again and I didn't want it. And I don’t know what I’d have to do to have that happen again because everything’s so automated. But my most recent claim was for a furnace repair. The contractor came after two days. For the most part, I’ve been very satisfied with them. Overall, it’s been pretty good. I just like to have the ability for more human interactions sometimes.

Submitting a claim to TotalProtect has been good. I usually do it on the phone. I've had a good experience with the technicians as well. They've been very helpful. The thing is if they come in and do the toilet, but it keeps backing up and backing up, I would just prefer to get a new toilet. They're not that expensive. And for $150, they should just give me a new toilet. That stuff is inconvenient because then I pay 150, and it didn’t stop it 'cause it should be replaced. So now, I'm still gonna have to get somebody to replace the toilet. They just keep holding on to the equipment too long. They should just replace it.

I used HMS 3 times in the past year. The first two jobs went were completed quickly and without any issues. However my family and I have currently been living without heat in 19 degree weather for a month. The first technician came out, took my deductible and never gave the company a diagnosis. The second technician never showed up for the scheduled appointment or answer my calls. The third technician has been to my house twice and the research department has been "researching" parts for 3 weeks even though my claim is listed as an emergency due to the cold weather. They will not allow me to find my own HVAC company to fix my heat. They are liars, fraudulent and nobody should ever use this company!!!!

I haven't had any problems with TotalProtect as far as the claims. In fact, my most recent one, on my air conditioning unit, went fine. I called the provider that they sent me then the technician came out and fixed the problem.

I've had to use them once or twice, and they were pretty awesome. There was a third occasion that they said I wasn't their client, but it was probably a new employee. They should improve in updating their client records to make sure that everyone that is active shows active, so that there's no room for an employee saying, "You're not a client of ours." But in general terms, it's been okay. Their contractors have been very enthusiastic and very prompt. It is a good investment.

I needed peace of mind and took a risk and got TotalProtect warranty. I've been with them for 12 years now and submitting claims has been pretty easy. It’s better to talk to people and they let us know quickly on when to expect the contractors. Some of the contractors are fine, but there are a few that don’t seem to get it fixed right sometimes. If I run into an issue, I'd call TotalProtect and tell them I’d rather have somebody else and they either get another vendor out or they couldn’t find anybody, so they'd send me money or they would give me credit. If you know people, you can find people to do it, but that’s not what I paid for a service.

TotalProtect responds to service requests quickly and the service is done to my expectations. The price sounds about right, too. I've been with them for about 18 months now and so far, my experience has been great.

Updated on 01/05/2020: Austin: In response to your message. My address is **. Your Service Provider (SP) came out today to install the parts that were finally delivered on Friday. After installing the parts, he advises that the starter switch needs to be replaced. He states that he will order the part today.

I sent this email and of course have not heard back. We have been without heat since 31 December 2019. We smelled gas the morning of 31 December 2019 and promptly called WE Energy who came out and informed us that our furnace was emitting 2000 particles of CO at the exhaust. In addition, 24 particles were being emitted at the knuckle line (gas pipe to furnace) inside the laundry room and 14 particles of CO were in the house. I called your company and spoke to Mary on 31 December and was told there were no providers in the area and that someone from dispatch would be calling me back within 24 hours and she attached emergency to it since it was supposed to get down to the single digits. Needless to say, I never received a call and we had to stay at a hotel.

I submit my claim over the phone and they tell me when the contractors are coming. Overall, my experience has been okay.

We moved into an older house and HMS Home has been great for us. We've used the warranty four or five times already and we've never had an issue. Their reps are always responsive and their techs come out fairly quickly to fix our problems. When the techs come out, they explain things to me and tell me what they're doing. This warranty has worked like a charm. HMS has kept our stuff that we've had issues with fixed up. We're planning on renewing with HMS.

We got a refrigerator that has some type of a fan shutter. The contractor has been out here four times and replaced the entire component and it's still doing it. They're supposed to be coming back out here today to evaluate it again. But after four times and $125 a pop for them to come, I'm about to the end with this refrigerator.

TotalProtect does what they say. I have a problem, they take care of it. Plus the reps know what they are doing. They give me the right references right away. The only thing I am not very happy about is their rate. They are not being competitive right now. The reason I am staying with them is because I am lazy, and I don’t want to look for another company. But I had offers for $45, and the service call was only $70. I have been with them for a long time and every time, it’s higher and higher.

They do a good job. I had an electrical claim and someone came out the next day. I had a very good interaction with the contractor and the issue was fixed in less than an hour.

I had a different company before but they were pretty shoddy and I wasn’t happy. My air conditioning guy told me about TotalProtect and I have been with them for under a year now. I recently submitted a claim for a stove when one of the burners was not heating up correctly and the process was very easy. TotalProtect sent out a tech within a few days and it was fast. Also, the tech was hysterical and I loved him. I’m definitely gonna call him back.

We’ve had some trouble with getting a microwave and our garage doors fixed. We moved in this garden home four years ago. But in the other place, we were there for 10 years and we’ve had no problems with TotalProtect. This garden home was built 12 years ago and a piece was broken with one of the garage doors. I called and TotalProtect sent a company out who just replaced the whole drive unit. Then in November, the other one did the same thing. I called them back but they said I couldn't do both within the same year cycle. The year cycle was ending at the end of November so I waited until then and called it back in. They sent the same company out here and replaced that one. So it's a good service. It was also a good company that they sent out here. They knew what they were doing and were very efficient.

I’m pleased with TotalProtect Home Warranty. I even recommended them to my neighbors and one other gentleman.

I’ve had service for at least seven years and there's been no difficulty in submitting claims. I call them in and the people are nice. Also, the contractors are good in being here and getting things fixed.

Most of the technicians that HMS sent have been okay. I didn't really care for the way one of them acted, but when I called HMS, they sent somebody else out. We've complained three times about the dryer. The first guy they sent out here did everything that could be humanly imagined, but the dryer just wasn't drying my clothes. HMS sent out another guy yesterday to back check the first guy. He threw a dry towel in the dryer, shot a laser beam in, said that I made his job easier and walked out the door. As far as he was concerned, there wasn't a problem. To me, that was not good so I called HMS and complained. They apologized and sent out the third guy out today.

Our boiler failed during a week of below freezing temperatures in NY and Total Protect wanted us to wait a week to allow one of their authorized companies to scout the problem. After obtaining permission to have our own company come as they could come within 24 hours, Total Protect denied paying even the minimum because we didn’t wait the week. We had our own company file all the necessary paperwork but our house was in danger of pipes freezing and we had no hot water or heat for 4 days. If we had waited we would have had even more damage. Total protect gives the worst customer service and will do anything to deny a claim. Other companies are much better and I will be canceling my Membership

Submitting my claim to HMS went well. Their reps provided wonderful service and were really friendly. The tech who came was on time. He was knowledgeable and explained a lot of stuff to me that I didn't know.

The TotalProtect package was covering a little more, and the deductible that I had to pay, $125, wasn’t bad. The communication flows and I don’t have a problem when time comes when I need them. The contact numbers they give me to get a repairman is legit. The ones that came here were real professional and they got the job done. They don’t tarry. Once the thing is approved, they do the job.

Submitting a claim to TotalProtect has been very easy. I like the way I'm able to go directly onto the website, put a request in and get a number. What I would like to see if having, on that website, an option of requesting a particular vendor, one that’s earned people’s respect in the way they do the business. They ought to be able to reward them by requesting their services again. TotalProtect doesn’t have that option on the website. It’s just, “I’ve got a problem with an HVAC system,” and then, I get an email back saying we need to contact this company. I would like to be able to select a vendor that has performed well. I used TotalProtect for my HVAC system and if I would have an HVAC issue again, I would like to have the vendor that I had the last time.

I’ve used them a couple of times already and they’ve been very good. Even their contractors are very good, so it’s worked out real fine. I submit claims over the phone and customer service does their jobs well.

I've had coverage with HMS for 13 years and when I had a problem with the air conditioner, the contractor came out on the same day I called HMS. He took care of the issue right away. He came out, saw the problem, and said that he would order the part. When the part came in, he called me and we set up a day when I was available. Then he came and it took him less than an hour to fix the air conditioner.

They've always been really good for every item. They were able to find a service provider, and that service provider was someone we have worked with before. I like the fact that this provider calls you up, schedules the time right away and always comes during the time they scheduled. And they call you before they leave and when they're on their way. They give you an estimate as to exactly when they expect to be at your place. Then when they do the work, it’s really good. If there are any issues, they come back and fix it.

I’m satisfied with TotalProtect Home Warranty for now. The techs have been courteous and when they fix something, it’s fixed and I haven't had to call them back so far.

When we purchased our home in FL we paid for a HMS Home Warranty thinking that it was a good investment and would take care of any appliances that may not work. This warranty was the WORST investment ever made. We had a problem with our dryer beginning in May 2019 and when the repairman came out ($100 deductible) he said he would not work on the dryer until the vent was cleaned. We paid to have the vent cleaned (another $100) and it still did not work so HMS was called again. The rep came out a month later (June '19) and they replaced two major parts (including the motor). The dryer still did not work properly and kept turning off without completely drying the clothes.

The thermostat was broken, and it was the coldest day this year. They sent us another company and they did real good and we're getting heat now. TotalProtect did good, but the call payment could be improved.

I've been with TotalProtect for almost a year now and they’re really quick in responding when you place the claim. I like submitting claims online. It's easier and convenient. But the last few times that I tried to do it, it wouldn’t let me process. When I submitted it for the final appointment, it kept telling me that another customer has filled in the time. But I didn’t pick the date or the time, and I couldn’t go back and change it, so that was why I had to go call the 800 number. And every time I tried to cancel and resubmit, it would still give me the same date and time. The first people they sent out were good once they arrived. But they were always late for the appointment. But the second technicians they sent out from Sears were awesome.

I've had TotalProtect Home Warranty for many years and so far, my experience with them has been good. They find reputable agencies and their service has been quick. Submitting a claim to them has been smooth. I do it on the phone. My most recent claim with them was very good. Everything was detailed and okay, exactly what was said was done.

I pay my monthly premium and I paid my service fee, but it has been almost a month and my washing machine is still in need of repair. A1 Appliance is the 1st company that came out to service my washing machine, he said I needed a part, I had to wait for Total Protect to order the part, and A1 Appliance returned to fix my washing machine, so I thought, the washing machine was making a loud noise and water leaked and damage my floor. As per Total Protect, they are not responsible for my damage floors. I contacted A1 Appliance again for another service call, the tech told me he had over 30 years of experience and he stated the machine needs to be replaced. I contacted Total Protect, and they stated they need a second opinion, they scheduled another service appointment with Sears, the tech from Sears said, he had over 16 years of experience and this machine was done. I called Total Protect with the diagnosis and they said they will order 3 parts and scheduled yet another service appointment for January 9, 2020. Please note this is will be 6 weeks without a washing machine by my next service appointment. I want to make it clear that my contract states if the appliance is not fixable, it will be replaced. Two techs with over 40 years of experience between them stated that the machine needs to be replace, but Total Protect is refusing to replace.

Up until my last claim for my washing machine with Total Protect, I've had no problem with them. Most of their contractors have been really good. We've had one or two that were a little rough around the edges but they have done good work. With my recent claim, the company they sent seemed to be overwhelmed with so many jobs that they're having trouble keeping up. I don't see a lot of urgency on their side to resolve the situation.

I've had coverage with TotalProtect for 10 years and generally, they’ve been very good and responsive. The people that have come out have been good at what they do and have solved issues. And it's been good for me to be able to pace the spending on things. So, it's been worthwhile over the years.

TotalProtect is a very professional company and we’ve been very pleased with them. Everything has been good as well with their contractors' work.

We have had this coverage for over 9 years and have had good experiences until now. I called about my dishwasher on Nov 3rd and have been given the run around ever since. They sent out a technician who ordered 2 parts. One part came and they sent a tech to install it which did not fix the issue because the other part is needed. The other part is no longer available, which was reported to the warranty company on Nov 21st. The warranty company says they have no record of this. And now I have to start all over. Between the contractors they use and the reps that don't enter good notes, I am beyond frustrated with this company. I want to talk to someone that will actually take over this case and make the calls for me and get this corrected. I have had to spend way too much time on the phone jut to talk to another rep that can't help me.

We bought a home built in 1980 and therefore wanted a home warranty. The peace of mind we were promised over and over is that the $550 we were paying, plus the $100 deductible, would cover the cost of replacement when the homes old appliances and components started failing. The first test of that has proven that HMS is misleading consumers and running a scam. Our water heater just started leaking and we made a claim. They sent out a plumber from Absolute Plumbing. He looked at the water heater for 15 seconds and said it needed to be replaced due to an inner tank leak that cannot be repaired. I wrote him a check for the $100 deductible and he said he would be back out in 2 days to replace it.

I've had TotalProtect Home Warranty coverage for a year. So far, we've only had to use it once and it was a good experience. Submitting a claim to them was very good. I did it on the phone. I wasn't there, but my proxy said the interaction with the tech went very well. He did an excellent work. However, they charge a bit higher than their competition, but I don't use it very much so it's really not much of a factor.

I had a claim with TotalProtect for an air conditioning thing that took two to three weeks to get repaired without air conditioning in the summer in Dallas. So, I wasn’t happy at all. I had to get the CEO involved, which was ridiculous. It was a horrible experience. I've been with the company since 2007 and up to that point, they were very efficient and I was fine. The AC thing was the biggest claim I’ve ever had where they had to replace a compressor. And it was me following up, and people are not doing what they’re supposed to be doing. It was a horrific customer service. The company shouldn’t be in business based on that. And it wasn’t until I went and sent a letter to the CEO that it got passed to someone that can manage it. It was back and forth, and I don’t know if it was who they contracted out to come and do it. It was a mess.

I have three houses and opted for TotalProtect versus other warranties considering the price. Most of their contractors do a good job but, sometimes, my experience with them is not desirable. I've used the service about 11 times and I probably had about four issues. The contractors were late and were really not trying to manage their schedule. I had another one that came and tried to make a quick buck. They tried to diagnose the issue in a way that they would get paid their 125 bucks without doing any work. I had one where the guy lied about an issue and I had a heater problem. I think that if you're part of the TotalProtect brand, you should be definitely a reliable and organized company. But I find out sometimes that TotalProtect doesn’t really do research on the companies prior to putting them in the program.

I have had this home warranty for over two years and have experience such poor customer service and the personnel that have come out to fix my equipment.If you are thinking about getting this home warranty then you need to think twice about this company. You need to really look at the fine print on your warranty. It is miss leading and the warranty will not pay for it. They have screwed me over with their fine print in regards to repairing pieces of equipment and their customer service personnel will lie to you. Make sure you look at the fine print and ask questions about each piece of equipment you are going to carry on your home warranty i.e. if for a piece of equipment what does mechanical cover and exactly how much of that equipment is covered in the warranty. Just beware this home warranty will screw you over. I will never use this company again. I am looking for a better company that doesn't hide what they will fix and what they will not in a piece of equipment. Just Beware!!!!!!!!

Thus far, TotalProtect has replaced my water heater and did a great job with that. They had to upgrade it which cost me a couple of hundred dollars. I've also had my refrigerator done and that just cost me the $100 fee. The technicians were good both times and were here when they were supposed to be.

Over the years, we've had two outside units replaced and two inside units replaced. One was on the floor, one was up in the attic. We've had good service every time. Submitting a claim was very good. Everyone was very nice, and we didn't have a problem going with it. We took pictures of the bill and the check, and sent it to them. In three weeks or so, we got our check. I'm satisfied all around with everything. The whole total process was excellent.

We had a claim for the refrigerator and the guy who came out wasn’t too hot. He came out two different times and he was over an hour late each time. There’s already such a variance of time that one has to be there. He called and made a specific time that he would be out here. So, we made sure that we took off work to get out there but he didn’t show up for an hour on both times. He told us he woke up late both times and he was completely honest. We’re a little frustrated on that one, but other than that, everything was fine. He was able to finally fix the problem the second time he was out and it was a pleasant experience.

I have been with Total Protect Home Services for…over 9 years but it used to be called ResidentialMD. ResidentialMD was amazing. I still have the same Customer number but the names of the company has changed a few times.

A friend of mine told me she had a problem but wasn't worried about it because she had a home warranty. After I had a real estate license, then I became a Realtor, I saw how well the warranty works. Submitting a claim with TotalProtect was flawless. I do it over the phone because I left my computer at home lapsed, so I only have my computer at my office. Talking with their reps is great when I could finally get to them 'cause they keep trying to direct me to the internet. The contractors that they send out are all good. I've been with them for 5 years and I had probably saved in excess of $5,000 on home repairs. I'm the executive director of a large habitat for humanity, and I've been thinking for a long time that I would like to insist that our homeowners get a home warranty as well.

We've had TotalProtect coverage for a few years. My wife’s sister had it with a purchase of a new home, and we decided to get it too. We did some research and found them to be the best option for us. Submitting a claim to them has been quick and easy, which I do mostly over the phone. Their reps would give me the information, the contact, and I'd contact the repair company. When the power went out in two of the bedrooms in the house, they responded fast. The techs that came out were professional. I was satisfied with them. But the problem was just very minor that cost 50 bucks or something. For situations when it’s not an expensive fix, wish we do not to have to pay the full deductible because I paid 125 to a fix that was probably half that amount. But I understand why they gotta do that. It’s more like the ease of mind. So far, over the course of the whole plan, I’ve had to call them out four or five times, and they’ve been able to fix everything.

Everything is doing really good with TotalProtect Home Warranty. They really helped us. The first experience we had wasn't really good. They went and did the ceiling fan in my bedroom and I didn't change it because I really like it. But after he left, it stopped working. I didn't call them back because I didn't know and he didn't make me feel like I can do it. The first guy told us that they weren't gonna give us a new fan and so, we still got that. We just didn't address it because we knew we had to pay another $100 again. But this time, I feel more secure in calling back and telling them, "This doesn't work. It's not working." And I feel like I can do that now.

Two issues with this company: one: they say they cover septic system: they don't in this area. They have no technicians. Waste of money.

Before we sold our previous home, we've had HMS home warranty for 6 months. Submitting claims was very easy and we had excellent interactions over the phone with their reps. The contractors that came out were very professional and the quality of work performed was excellent too. Our experience was very easy.

I've had TotalProtect Home Warranty for less than a year. So far, we've had one claim with them and they handled it very satisfactorily. It was for the heating and cooling system. We called in and their rep was fine. We're in Panama City and the contractor was based further away. Our only question was whether there are technicians that were closer because they were 50-60 miles away. TotalProtect recommended one and they were Johnny-on-the-spot. They had a tech out there. He came, checked out the problem and said, "This is what it's gonna take. We got to go back to them to get approval," and within 10 days to two weeks, it was all taken care of. They replaced one of the systems, the upstairs heating and cooling, and it took them a few days. We didn't intend it that way, but that was the way it worked out. I had a very good experience. In fact, I have recommended them to other people.

My history with HMS was not that good at the beginning, but now I see an improvement in what they’re doing. The contractors are random and you never know who you’ll get, but so far, people have done their jobs. Sometimes I wish it could be done better, but that’s individual. Making claims is pretty straightforward. I use the online form to file a claim and it's very easy.

We've had TotalProtect Home Warranty for many years. We filed a claim for our furnace and their contractor came out right away. He didn’t fix it properly the first time, about three weeks ago, and they came the second time. The tech was really nice. I was told to keep resetting it. It was at 67 and the heater wasn’t turning on again. And so, I turned it off and I turned it back on auto, and then it started working. We just have to keep doing it. They already came out twice and I might call them again because it keeps doing that. And the furnace is just running and nothing is coming out, so I turned it off and then I turned it on, and then it started.

The condo was under warranty under HMS when I purchased it. I’ve bought the condo in 2013 and I’ve maintained the service because I was happy with it. Most of my experience with them has been excellent, although I’ve had one bad experience in six years. One company that they sent to repair my heater turned out that they no longer service that heater. Another company that they had me contact no longer works with the warranty service, so it took a while to get that straightened out. That got resolved in two weeks. Unfortunately, it was getting colder and colder here in Ohio, so that wasn’t pleasant. Overall, having HMS is very worthwhile. I’ve been very satisfied with them. It costs less than having to find a repairman and then pay the repairman, because sometimes it’ll only take 15 or 20 minutes. Once, a repairman did my washer. It took an hour and he had to come back the next day to finish. So, if I had to pay a repairman for that I’d be out a big buck.

Right now, I’m dealing with a dishwasher. The first time the contractor came out, the guy replaced a pump on the dishwasher. The second time they came out, the guy only showed me how to go ahead and press a few buttons to drain it because it wasn’t draining, which was the problem in the very beginning. And then it filled back up again and we couldn't repeat the process. So I called them again. My concern was it’s the same problem again. The last guy came out and spent 10 minutes on the last visit. He inserted the new pump and then left. I haven’t heard from a company about when they might be coming out. So, at this point right now, I’m on a hole with them. I don't even know what the status is. I guess they're waiting for the part to come in before they come back out and make an appointment. But nobody has contacted me to tell me that.

They have switched us to multiple repair workers for our water heater. It is now not working and we had to shut down water to the house. Going on day 10 tomorrow. Talked to supervisors and regular staff, they did nothing but make the situation longer by involving someone else. Finally got to the approval phase for the claim, unresponsive. Now we have to wait the full weekend to see if we are approved and will probably not be able to have this fixed till after the holidays (another 10 days). My mother is elderly and now is giving herself cold sponge baths. So, thanks total protect for totally protecting us?

My furnace wouldn't stay on. The technician from TotalProtect was great and had my furnace replaced within the same day he came out. The only concern was that when they said the part that I had to pay was 1,450, that the ducts had to be replaced, and that I had to have new wiring, I didn’t see none of that. Only thing he replaced was the furnace.

Making claims was the easiest thing I’ve ever done with anybody, because they sent an email and then I got an email confirming that they were coming three days later. The tech was super talkative, nice and very knowledgeable. He cleaned up and even wiped off the floor after himself. Now the dishwasher works great. I just had a party with 60 people last night and it did five loads.

I got Cross Country for six years, and it has been easy submitting a claim. I had my garbage disposal and my AC fixed. I know the service that I get from whoever the provider is will be great.

I have been waiting on a replacement of an oven for a month. Because they sent the wrong size after having it dropped off in my kitchen for a week with no plans on install to find out it's too big. I am now responsible for a restock fee although they breached their part of deal about installing. They never followed up with me. I had to call them. When I finally spoke to a supervisor she tells me she is as high as it goes and she is not going to hold her company accountable but I have to pay the fee which means I get 753$ to buy an oven. I can't cook for my family. I was not able to cook for Thanksgiving at my home. Now I can't for Christmas. How horrible is that. I even have the premier package. I am so tired of paying for services and not being valued when I honor them and pay on time. I dont understand how this can just keep happening. I have been so inconvenienced. I dont think I will renew. I have so many other stories but this is the last straw.

My latest claim was good and the contractor that came out was awesome. We ended up getting a whole new microwave. So, he didn’t do a whole lot other than let HMS know what needed to be fixed and that they couldn’t fix it. Normally, I get a quick response and usually, the vendors are pretty speedy about getting to whatever my claim is.

I had HMS when I bought my house, but after one year it expired and then I renewed again. It's really easy to submit a claim. I've called in a claim and it was processed the same day. Then they gave me the number of the appliance company. I called them and scheduled the appointment for the next day. The tech did a good job. My stove was not working for about three months and he fixed it. And then he looked at our microwave, but he couldn’t figure out what was going on. They said the motor was off, so he took it with him to his appliance place. And then about seven days later, they repaired it and brought it back. HMS is a really great company. If someone need a home warranty, it’s a good idea to check on them.

I’ve had TotalProtect for about 18 years now. My last time having to put in a claim, I was kind of having issues online. So I ended up having to call them. After I called, it went through just fine, but they need to tweak their online system a little bit. My claim was an electrical issue. When I reported it, it was on the weekend, and they couldn’t get out until that Wednesday. For some reason, my power switch kept going off, and the guy that they sent out was really knowledgeable and he figured out what the issue was. While he was there, I was having issues with plumbing and he took care of that as well. So he was really good. He is one of their contractors that they should keep. Everything is fine now.

I had been pleased with their service, and I have stayed with them. It was easy to submit a claim over the phone. The claims reps were very helpful and very professional. They give me the name of the company that they're gonna contact, and then they follow up. Sometimes they put the call through them, and if they don't get them, they give me the phone number, but they do call or text to make sure that an appointment has been made and confirmed. Overall, I've been very pleased until just recently. I've had an experience with my oven. The temperature control was malfunctioning. I noticed that the temperature was varying and it would go to 400 or 350, then goes to 400 and drop back down. I called TotalProtect, and they said they had to order two pieces.

The claim submission with HMS is pretty easy. I usually use theirs online, and it's pretty straightforward. I generally do not like any of the contractors that home warranty companies send out. They're subpar. They should certainly be more professional and knowledgeable. We had multiple issues where we had callbacks because repairs that should have been made weren't made. Generally, they're just not a pleasurable experience dealing with HMS. With HMS, expect to wait for service calls and for repairs to happen.

I have been without a working refrigerator for over a month. The service person they sent out put in the wrong part and the home warranty refuses to allow me to use a certified technician for my fridge. The first company the sent out came three times and I found out put in the wrong part. The second company came out and stated what the real issue is. I was still waiting for a decision on what was going to occur so I reached out to customer service of my fridge and they sent out someone- this new person within 4 days had my fridge working again- it took so long bc they had to order a part to replace the wrong part that was put into my refrigerator. TotalProtect has refused to work with me and make this situation correct.

After 18 days of not having heat, I finally had to cancel my service. I talked to 16 different people and got 16 different answers of why my hvac company was not informed to do the work. It finally came down to "we shipped it, but don't have a tracking number" or "it's being researched now." By far a terrible experience.

GO WITH ANY OTHER COMPANY, TRUST ME you DO NOT WANT YOUR PARENTS COLD

I am happy to report HMS/Cinch was very attentive to my issue and resolved it almost immediately. I went from a potential legal claim to considering renewal based on my experience with Mary. Very expeditious and professional. I update to four stars because it was still quite a process, but I am happy with the net result.

Updated on 12/20/2019: The HMS indicated (in bad faith in my opinion) that they are willing to “reimburse” me for their failure to fix my urgent problem with of the evaporation of the sewage gas into my house from my toilet. They refused to accept a cleared check as a receipt that shows that I paid an independent contractor who luckily responded immediately to my urgent request to fix my toilet. Not only HMS abused the Warranty process to deny my claim, refused to perform an URGENT job (health hazard); they had the audacity to imposed conditions to avoid the "reimbursement”. Dealing with them was frustrating and waste of time.

We closed on the house in August and for several weeks, I couldn’t put in a claim to HMS because I was past due and money hadn’t made it to them yet. I was told that the check had been mailed and the check had cleared but it was still taking a while. So, it was delayed when my year started and I didn’t like that my name was associated to something that was past due when I didn’t even technically pay and it was part of the home.

My husband used to be able to do things but now he’s medically retired from the military. He’s a disabled vet. So, we got a home warranty from TotalProtect and I have not had any problem whatsoever with them. They have been great. I’ve had them for years now and I’m happy with what I got. I’ve even talked to my neighbor and I’ve told them about the home warranty many times before because it’s just the two of them. I have a flat rate and if something goes wrong, I just pay a flat rate and no matter what the cost is, that’s their responsibility. So, I’m very comfortable.

When I got my loan, the home warranty was included in the package. I read the reviews for HMS and it was great, so I got them. When I submitted a claim, they were very nice and educational. Whatever question I had, they filled it, the whole nine yards. Then, the technicians that came to do service were great. They shook my hand and told me who they were. I was comfortable. HMS should keep up the good work in what they’re doing and everything would be all right.

I am absolutely disgusted with this company. We purchased our home several years ago knowing that we would need to replace an aging HVAC unit, so we thought we were being responsible and purchased a home warranty through HMS. After a few years and thousands of dollars paid to them, our unit finally failed completely. Mind you, it is mid-December in Virginia, and COLD. After an assessment and 5 days passed, we were told there was "insufficient ductwork" and therefore they would not be covering the replacement unit. We have a young child, and to be left in the cold like this when we needed them most is just wrong. Save your money up instead and please don't make the same mistake we did.

I liked the terms of the service agreement, and then as it came about that I needed the services, I was very satisfied with the service. When I called in the claim, I told them what the problem was and went from there. The interactions I had with their claims reps has been ideal and that’s why I’m still a customer. The contractors have been very well and very professional. They get the job done. I'm satisfied with the quality of work.

My experience with HMS was great, but my most recent claim was terrible. The claim process took a long time. I was on the phone on hold for a long time, then they finally gave me a company, but when I called them, it was two weeks out for them to do any type of work. I called back and I said, “That’s unacceptable.” It was my heating and I did not have heat. They gave me another company, and they said they set up an appointment for that. I didn’t hear from that company. I called them, and it went to a cellphone voicemail with no message. I left a couple of messages. So, that was a pretty bad experience.