Cinch Home Services Reviews

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 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'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 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.

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.

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.

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.

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.

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.

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.

I did my claim online and then I called because it was really urgent. I would have liked to have heard back within 24 to 48 hours, but I didn't, so I had to keep calling. The first time that the contractor came was the day after Thanksgiving, and then they had to order for the part. I was expecting them to come today, but they called and said the part wasn't in, which I feel like it was a lie because they accidentally called me about five minutes later thinking I was someone else with the same excuse. But I had a fine experience with my other claims.

I call my claims in and the reps all seem to know what they’re talking about and are all polite. The contractors fixed my refrigerator a couple of times for different problems. They worked on my furnace three times. Twice, it was the same problem. They sent out the same contractor that was really bad twice. He told us he couldn’t get the motor. Then the third guy that came out got the motor and it fixed the problem. I also had some lights worked on, an air conditioner checked over, and they replaced a water heater for us that looks really nice after we got the right guy out here. They won’t work on gas water heaters. They just replace them. I've had HMS for about 5 years and I like it really well. It’s been good to us.

I had a claim for the refrigerator and it was a good experience. I'm happy with the customer service reps, and we’re happy with the work that was performed. It took about a week to get the fridge fixed. They had to order the part. The tech came when he said he was coming, and he was friendly. He seemed like he knew what he was talking about. He did a pretty good job with the fridge.

HMS has always been good every time we’ve had to use them. I usually try to submit claim on the internet and for some reason, the website either doesn’t work, or something weird happens and I have to call and fix it. The reps I speak to when I call are very good, always pleasant, and always trying to help in whatever way possible. We've had HMS for going on 3 years now and we renew 'cause I like them. The people just show up and fix my appliances, and they are great. In one claim, the guy who came to fix my refrigerator was wonderful. He showed up right when he was supposed to, and he got it working. It was a pleasant experience.

I've had TotalProtect since I bought my house in 2003, and submitting a claim has gotten better. When I first had it, I had to make a phone call and wait. Then I get a ticket number and wait. It has gotten to the point now where unless I have a problem, I really don’t have to do anything but go to the site and submit a ticket and then wait for the vendor. So, it has come a long way. The website got better too. Now, I just go in and basically put in the address and what system I need to have done. They create a ticket and give a phone number to call, and I make the appointment. It's a lot better now than it ever was. Sometimes, I'm given the timeframe on when to expect the contractors out or who the contractors are.

The claims process with HMS was very easy and I had no problem at all with submitting a claim to them. There was nothing wrong with the heating unit but I had a problem with the flow of air. The home is designed as a split level and there’s only one thermostat instead of one each floor so, it’s kinda hard on the middle floor. The contractor was very professional and informative. He gave me some tips to help me out on what I could do to rectify the problem. I’ve passed on the home warranty information to any friends and family because sometimes, people come in and say it doesn't work. But for this particular situation, when the contractor came in, he did a lot of things. He talked me through how the thing works, that I had an LED light in there to get rid of impurities and a lot of golden nuggets that kinda helped me understand how my unit worked.

I have raised a claim with HMS. Asked them to raise it as an emergency. It’s been 48 hours and no one has reached out to me. They always say the claim is with the dispatcher. Never buy this **. I won't and will never recommend this to anyone.

Water heater broke down on November 17 did not get it replaced until December 2 no hot water for over 2weeks thanks for ruining my Thanksgiving don't think that I will renew my service plan merry Christmas

I like TotalProtect, but it was hard for me to get through and get some service one time. Usually in two or three days, there's somebody here. But this was close to nine days. I had to contact support, but I never got anything from anybody. It happened on a weekend and it was hard for me to get an individual on the line. It was just talking to the machine. But they called me and got it done. They were stating that they knew I had filed my claim and then what day the technician was coming out. The technician was great and he had a good personality.

I call my claims in sometimes and sometimes I do them online. It's a real easy process as long as you know what's covered and what's not covered and you don’t need to waste your time. I’ve done that a couple times over the years where I misunderstood something. The ease of the claim service stands out for me. They’ve done me a good job. They have a blanket people that handle various things, whether it’s appliances or pool. I’ve had good interactions with them. Some of them are a little bit dryer than others, but they do a good job.

They did some work for me a month and a half ago, and the service that they gave was pretty good. I had a faulty water pump on our boiler system, and I tried doing the claim online, then the system gave a provider that couldn’t do a boiler system. So, I ended up having to call back, and then they gave me the guy from Top Tech. The technician came out and was able to diagnose it real quick. Had me down maybe a day, and that was it. I was pretty satisfied. I've had some other service providers, but this guy was one of the best.

The bank offered TotalProtect warranty to me and it sounded like a good deal, so I bought it. I've had them going on about 3 years now and I don’t have any problems when I submit claims. I just call them up, and they take the information, and they take it from there. I'm usually notified by email within 24 hours when to expect the contractors. Then, I haven’t had any problems with the contractors as well since they’ve all given me good service. So, TotalProtect has given me excellent service and have been very efficient.

Cross Country Home Services sent someone out for the second time to do maintenance on my heater. Submitting a claim was easy. I just call and they set up the appointment and the contractor comes. I like them. I’ve had them for years. And I would recommend them.

Our clothes washer stopped working. Although someone was sent out right away to look at the problem, we are going on 4 weeks with no repair. I have called multiple times, after FINALLY being able to reach a person, I found them to be not very helpful and they do not offer answers to my questions or a solution to my problem. I have also found many are unable to answer questions regarding their policies and procedures. A part is on back order, with no idea as to when to expect it to arrive. We are coming up on 4 weeks of having to use a laundromat and no assistance or communication from this company. Very frustrated!!

TotalProtect looked like it would cover a large number of appliances. And since we’re retired and on a fixed income, unexpected expenses can throw us for a loop. So, the idea that we would get some help with fixing things as they break, as they inevitably do, seemed like a good idea. We’ve had them for our air conditioner and it was easy to submit the claim. It was a timely process in that you call them up, and then they arrange for a service provider in our area to come out and look at the problem and see if it needs to be replaced or fixed. They decided that the air conditioner could be fixed, and they told TotalProtect for them to order the part. The service provider then had to reschedule to come out and put the part in.

I called HMS Home Warranty to file a claim, and the experience went fine. They sent someone out within a day or two. He was good and we had a good interaction. The claim was to reseat the toilet and so far, it’s good. I had another claim which was not a good as the second one. The second guy was a friendlier person.

My dishwasher was leaking all over the floor and TotalProtect found somebody to fix it after four days from the time I submitted the claim. The guy was fabulous. The dishwasher needed a new motor, so he had to order the part and come back. Since the repair, the unit works fantastic.

I was in the process of buying this home and one of the things I insisted upon was a home warranty. And so, the prior owner took HMS Home Warranty out and I continued it. The warranty was the best thing to have at least for a year to cover whatever might happen being that I wasn’t familiar with the appliances that were there in the house.

This story is much too long. But to sum it up, It took approximately 10 days for a service technician to come to check a leak in refrigerator. He collected $100 and said he had to order a part. Two and one half weeks later I had not heard from him and began calling, left many messages, no reply. I began trying to reach customer service which was a circus. I called them at least 5 calls and was told they would get in touch. "Please be patient."

I wanted a warranty to cover unexpected things that might pop up. I found TotalProtect while googling and versus American Home Shield, Total Protect had the option that covered some of the cost for code upgrades. I've had them for 3 years now and I call in when I submit claims. They try and get mom-and-pops more than anything. I had some issues with some of the plumbers but the last air condition company we had was fine.

The service is very good. The experience for getting my problems at the house done is quick, and everything is fixed on the same day or less than 24 hours. My heater stopped working, so it was too cold. I called HMS, and the contractor came the same day and everything was fixed in 10 hours.

Our home had older heating and air, and appliances, so my husband purchased a warranty from TotalProtect. It covered the heating and the air, and some of the other things that were old. We've had them for four years now. Their claims process was good. I usually submit a claim on the phone. Most of the time, my interaction with their reps has been good. I did have one guy who had a very thick accent. Usually, if someone answers the phone, it’s very helpful. But he was trying to read from the document and I just couldn’t understand him. I got part of the answer and I just called back later. But most of the time, the people are very friendly and able to address our concern. That was just one time.

We bought the house in 2016 and we’ve been using HMS Home Warranty since then. For the most part, submitting a claim was decent although there were several times where it took the vendor a while to schedule an appointment or there was nobody local and the people that are in contract with HMS don’t travel out here. There were a couple times when I had to pay someone out of pocket because it took too long for someone to get back to me. It took several days for the contractor to be sent out, which was too long when my power was out or I had an issue that needed to be addressed. But once they finally got back to me and got out here, they were fine. Overall, I’m satisfied with HMS. The last several encounters have been just fine. I keep renewing with them, so there's something there that I like.

Still waiting for a representative to spend some time going over my claim and to be able to reach them when I call them back so this can be resolved. I am a long time customer and I think because there is a different provider each visit for a service call or "preventive" maintenance there is a lack of being familiar with the system. The written word does not seem to apply and there is an effort on their part to deny claims even though the sales pitch is the age of the unit does not matter.

Updated on 12/16/2019: I don't know how to add this to my original review but finally got heat on December 14. Tried to call my case manager and the customer service person said the extension she gave me was not valid. Oh well, I think Crystal, Teresa, Juan, Ricardo and Jasmin deserve a recognition inside the company for their wonderful customer service. They tried to help me with my claim through escalation and assigning of a case worker and didn't lie to me about the status of my claim! Austin, Lisa (maybe) case manager, if you were able to get that heater to my technician so he could get it installed Saturday, thank you! The weather turned as predicted and it's now sleeting in Tulsa, we were able to enjoy a warm house all weekend.

I submitted a claim to have my garage door repaired that went out a week after I moved into my new home due to a power surge. I submitted a claim and they sent a technician out. He was at my house for less than 5 mins all to tell me that it was broken and needed to be replaced (I knew that already that's why I called I submitted a claim.) I paid my $100 deductible and he informed me that I should hear back from them to schedule a time to replace the garage door opener. After a few days went by and I hadn't heard anything I decided to call. This is where it all started to go downhill.

I'm in the real estate business, and HMS has given me better service than the other warranties. I got them on my home for about a year now. They do a lot of follow-ups and keep me up to date before the contractors get here. So, I'm satisfied. In my latest claim, the technicians were great and they got on the problem really fast then got the work done. They didn't have to order a part or anything like that, like Old Republic which I used to have and it would take a week or two before they had to order the part in. So, the biggest highlight about HMS is their topnotch service.

I was looking for a home warranty online and I found TotalProtect Home Warranty. I gave them a try, and I don't have any issues with them, so I keep paying for it. My experience when I submitted a washer claim was super great. I did it online and they scheduled the appointment in a day, and it was fixed the next day. The latest contractor that came to my house was kinda rude maybe because he doesn't like the product that I have. I have a Samsung washer and dryer, and the contractor just talked about how bad those machines are. I don't really care if he talked bad, but this is something I paid $2,000 and he shouldn't be saying anything. He came here to fix it, so he should just fix it then go home. But the work that he's done was good, and the machine is working right now.

My experience with TotalProtect is good. They are professional and convenient. Submitting a claim has been excellent. I’ve done it on the phone and internet, and both of them have been fine. Their response time was very well, and the tech they sent out was awesome.

I was unhappy with another warranty company. They had a contractor come in and try to tell me that I needed a new water heater, but it wasn’t covered under the warranty. I didn’t need a new water heater, it was a scam. I looked up HMS Home Warranty online. I've had them for at least four years now in a house that I rent to a tenant. I’ve had nothing but a pleasant experience with them when submitting a claim. There’s a deductible, but everything has been great. The people that have come out have been good. Everything has always been taken care of, so I’ve been pleased. I will continue with HMS.

We called in for a repair to our non working fridge, Got a robot answering service that directed me to another robot answering service that said they would reply within 30 minutes, never got a reply. Four days later a service guy shows up said he needed to order parts,he has not called back but he did cash our $125.00 check. Their home site indicated the parts were shipped, called the guy this morning he said that the parts were back ordered does not know when they will be shipped. Still waiting, going on 2 weeks without a fridge and no idea when it will get fixed.

Cinch homes Services is a rip-off. My most recent encounter with them was devastating. My convention over the range microwave oven stopped working. I called the company, they agreed to send out a repair technician. The technician came, I paid my deductible. He reported to me that the microwave needed 3 parts which he would ordered. The next thing is I received a email from their Claims Authorizations Dept that the claim was declined based on infestation. I enquired as to what kind of infestation was found. I send picture of my dismantle oven which had no sign of any kind of infestation as was claimed.

We’ve been very happy with TotalProtect and they're very responsive. The service that we receive, for the most part, has been very good. And when it’s not been good, they’ve worked with us to find a new provider that will give us a good level of service. We’ve had issues with providers who did not return phone calls so we couldn't get scheduled. We also had a provider one time who demanded that we pay our deductible upfront over the phone before they would schedule an appointment. In both of those cases, TotalProtect was wonderful about working with us to get a different contractor or service provider assigned to get the work done and then help us make the appointment and get them out there quickly.

The technicians fixed the problem with our heating and cooling but another issue came up. We called HMS Home Warranty and let them know. A claim was set about two days ago, but I have to call the person who is responsible for the fixing the issue. However, he couldn't come in because of an injury. So, we have to call back and set up a new person. HMS was supposed to send someone. I'm still waiting for the phone call. But other than that, everything is good.

I had another protection warranty program and the VA wasn't pleased with it. In talking with the contractor who was here, he gave me the name of TotalProtect and my experiences so far have been great. I'm an old guy, and I pick up the phone and I call for my claims. I've had to submit a claim for my furnace, and I got a response within 24 hours. This has been a positive experience since it was cold and they listened to the urgency at my end. TotalProtect is worth what I'm paying.

This home warranty company is not one bit helpful. We've been in our house for 6 months and tried to file two claims, each one has been denied. When our faucet stopped working, their plumbers - which were incredibly difficult to work with, informed us that the warranty company would only provide a "builders grade" replacement, even though the faucet that came with the house was much higher-end. Then when our washer and dryer both stopped working they denied us again, stating that the washer/dryer are an exception to the contract, even though the contract states that they are included. Would love to know what exactly is included, because this warranty was a huge waste of money. It pretty funny that their website states "No gotchas." Because we've only gotten "gotchas" from this terrible company.

So far, the claims process has been pretty easy. I’ve only had to call in three times over the last five years, and I haven’t had any problems. The last contractor was a little suspect though. He was a little bit nonchalant, but my issue was fixed. All the other contractors have been fine.

We’ve had TotalProtect Home Warranty for less than a year. The fact that it says, “Home protection,” if anything arises, we would fall back on it. We've had a couple of claims with them. It had to do with the furnace and the central air outside, and they were really good. The first gentleman that came along was nice, but I was thinking if he repaired it right. We had to have a second one come out, which was a different company, as a reference from TotalProtect. He did a really fabulous job and we haven’t had a problem since.

Our home was getting older and I figured that we’d start needing some repairs. When I was a Realtor, HMS Home Warranty seemed to have better customer service for my clients. Their online claims process has been easy, which is how I submit claims. I would like the young man that came out and looked at our heat a couple of different times to be the one who comes out every time. But there’s no way to say, “I’d like the repeat of the one who already knows what’s going on with my heat pump.” If that business was available, that would be the first contact for me. And the same for anyone else who has come out - the plumber that came out for the water heater or for the dishwasher. It would be nice since they are already familiar with my home and I’m familiar with them. I've been with HMS for four years now and it’s paid for itself every year with calls. I’ve been happy with them. I do recommend it all the time. We’ll keep it up.

I have been with TotalProtect for a long time and they have been okay. They respond when I call them that I need something. They get on it, give me the companies that are in my area, and then they send somebody out. They let me know what is covered and what is not, too. I've never had a bad experience with anybody that they sent. They are cordial. They talk to me and they don't treat me like I'm stupid. Sometimes, I have a charge, sometimes I do not.

I’ve been calling and making claims towards my refrigerator since October of 2018, it is now December of 2019 and my refrigerator is still broken. The first company they sent out LIED, took my $100 and never came back. The second company was scared to touch it, the 3rd company is the only company that has tried but is continuously fixing miscellaneous things like it’s going to help. I’ve lost so much money and with a child and no working refrigerator life is hard! It’s 75 degrees inside the top and 64 degrees in the bottom! This is ridiculous! It’s past its life expectancy, ready to switch companies if I can’t get this resolved ASAP!

Everything’s done online, so it’s pretty simple to use. You submit your issue, click-click-click, make a call and it’s up. They come out, they repair any issues and they’re out the door. So, they do exactly as we expect.

The first time I had used TotalProtect, I wasn't too thrilled. It took a long time to fix what I needed to be fixed. It was between them and the provider that was working on it and I was in the middle. I had to call both ways to get things straightened out and it took six months to get it. But since then, it has really been easy and things have been working out well. Recently, the contractor who came was nice. He got done what he needed to get done and it didn't take very long. He told me exactly what he was gonna be doing and what to expect. Although the issue I had wasn't a major deal, it was something I couldn't do. In the end, the claim worked out well and TotalProtect responded real quick this time.

I call TotalProtect for our claims and the experience is good. I had a claim for the refrigerator that wasn't getting cold, and everything went fine. They said one contractor was supposed to come, but then another came. Whoever was doing the scheduling scheduled two different ones, but it was fine.

TotalProtect took over the other company that I was with. I submitted the claim on the phone and the customer service people were good. The technician was excellent. The guy that came out is polite and knowledgeable. He is from my area even though he works a little bit further. A while back, I had called for an air conditioning service on my unit, and the Total Air people never showed up. They called me and said they were not coming. I did not report it. Nevertheless, somebody else ended up coming back, and it all worked out.

I bought a home in July and have a home warranty through HMS. After a few weeks, the garage door opener broke. I paid the $100 deductible for someone to come inspect it, they confirmed it was broken, and my claim was processed. However, when the guy came out to install the new garage door opener, he said he needed $200 cash because it was a custom installation. I called HMS to confirm they contracted someone that demanded $200 cash and could not provide a receipt, and they confirmed that he would need the extra money. That seemed extremely unprofessional for a major corporation to use individuals that only accept cash as payment.

TOTAL PROTECT home warranty is the worst company I have ever had to deal with. On November 11th I called them to tell them I had a problem with my heating system which is a steam boiler. They had no service providers in my area they never have service providers in my area (New London, CT). I was instructed to find my own. I called several heating/Hvac providers and none of them would take third-party billing . I finally found one that would except payment from TOTAL PROTECT 30 days after completion of the job. They’ve had to ask him repeatedly to break down the cost. Which the service provider did. They have not approved it it’s been three weeks my boiler continues to pumps water onto my basement floor every day it’s like bailing a a sinking boat the temperature is 23° outside nobody from TOTAL PROTECT has contacted me in the past week what kind of company does not care?This is an emergency I live in Connecticut it’s freezing here if my boiler dies and I have to turn it off all my pipes will freeze causing major damage by all the pipes in my house freezing. I have called at least eight times and I never can speak to anybody who has the authority to authorize the service of my boiler which needs to be replaced the average cost in the state of Connecticut is it between $6,000 and $8,000. The reason I bought the home warranty is to protect myself because with making mortgage payments and day-to-day living I don’t have an extra an extra $6,000 to 10,000 thousand dollars laying around that I can spend on costly home repairs. As of today I have not heard one word back I have talk to the service provider I found and he has contacted them over the phone many times at this point he said he gives up and he refuses to do business with them so now I’m stuck with boiler that’s going to die with no heat in my house for the winter. Steer clear of this company they are the worst they will try to not pay anything for repairs of anything in your home. This being winter and emergency I cannot believe that nobody has bothered to call me to update me as to the status of getting my boiler fixed. DO NOT GIVE THEM YOUR money.

HMS Home Warranty's customer service is okay, and the contractors are alright. We've had our HMS policy for over a year, and the claim submission process is not too bad.

I like that if I got an issue, TotalProtect responds quickly. They do a great job. But sometimes, when you call in the weekend, you can't get anything to happen. If your refrigerator goes out, you're kinda stuck. They do their part, but the vendors don't work on the weekend. Other than that, I had a great experience with the claims representative. About last month, I had an issue. I had to change out a vendor because the vendor couldn't get to me for about another two to three weeks. I called the company up and they said, "We can fix this automatically." They went in and found me someone, called the vendor, and set up a date that was conducive to my schedule. The techs have been great, especially the latest one that came out. It was Sears. The guy did a spectacular job. He's friendly. I was impressed with the way he came in, his approach, and the work that he did throughout the process.

I wanted to get a warranty because of the possibility of the things that go wrong with owning a home. I've been protected with HMS for the past 18 years. When I submit a claim, I feel confident that they're gonna do it. I do my claims over the phone, and the claims reps were fine. I’ve only had to call about one of the contractors, but the majority of them have been good. Overall, our experience with HMS has been very good over the years.

HMS now cinch! Has not as of today December 06, 2019 still has Not fixed my dishwasher!! Save your money and put it in a savings account to draw interest and if anything goes wrong with your appliances you'll have the money to fix it or replace it with out the hassle or deductible!! The home warranties systems are ripoffs! Airport they sent out a repair man that walked through the door, said he could not fix that type of dishwasher and charged me a $100. Even though I filed a claim with the make, model and year of the dishwasher! Then the company call me back and told me to find a 3rd party that would accept in HSN home repair system and get my dishwasher fixed myself! Let me tell you nobody wants to work with these home warranty systems!!! As of right now my dishwasher is still down and broke and has been for 4 months now… I'm just going to replace it myself!! Sincerely Missie

Every time I have an issue, I call them and they’re able to get me an appointment within 24 hours of calling them. Most of the contractors seem to be more like a small business, so most of them have been fairly good to come out. Most of the time it’s only a one or two-day turnaround if they need to order parts. My first claim was over the phone, and the rest have been online. The reps are straight to the chase, and most of them always call back and see if everything went well.

TotalProtect is consistent and I've had them for some years already. Every type of service contractors that I have received from them has been professional. There was one contractor I had an issue with but they got on him, so that was resolved. Also, I have always called to file my claim and my interactions with the representatives have been excellent.

We had stuff done on our heating system through HMS. We weren’t getting heating on one of our systems. I submitted the claim over the phone. The rep was wonderful, and the tech was fabulous. The tech didn’t have to come back. He had the stuff in his truck. HMS has been good, so we keep going with them. We've been with them for 16 years.

TotalProtect has good service. It works. Sometimes it is slow, but it works most times. The last few times, it wasn't too good because I didn't get my stuff done in a timely manner. When the contractors came out, I was at work and they called me to the house -- they had my house number. And then nobody got me, so they couldn't come because nobody would let them in the house. When I called them that Friday, they told me that was what happened. So, they scheduled things for that next Friday, and we got it straightened out. It took two weeks to get it straightened out. The only thing I had mainly was my heating, and it hasn't been big a thing afterwards. Sometimes it's just the wrong times. I have trouble with the heating when it is cold, and the air when it is hot.

HMS may work hard to sell their warranty “service” but that’s where the effort ends. Two claims, countless hours wasted, rude cust serv agents and zero results. Anyone else, even no coverage at all, would be better. Do not waste your money on this disservice! It is truly a waste.

I feel the pain of all the 1 star reviewers. I have had the same horrible experience. Several companies were set up for appointments and they either no showed multiple times or misdiagnosed the problem. After months of 100+ temps (Aug/Sept 2019) it was NEVER resolved, they said it needed to be replaced. It took dozens of phone calls, several dozen hours of talking with them and on hold. Everyone I talked to told me something different. I caught my case manager: Brittany ** in several lies. This was a Medical Emergency which she is a manager of and was horrible at communicating..(email only, no phone calls) really good at ignoring me, she had no empathy nor urgency in dealing with my claim and she did not seem to know what she was doing. (I was really my own case manager) I have it all documented, if anyone wants to read it...It's a long read.

I got a TotalProtect warranty wanting to make sure everything in my house will be taken care of if it went bad. We had it since 2010, and whenever we submitted a claim, the experience was great. Their contractors have been very good and they've done excellent work.

Submitting claims to TotalProtect has been easy. Their website would say our claim has been submitted and that they would contact us. It would also say what the name of the contractor company is but doesn't say when they will arrive. Within two or three days, the contractor would contact me. Since the repair, everything has been working fine.

My air conditioner unit went out. I have two and I didn't realize they both weren’t covered. So, I ended up paying for one out of pocket, and for the other one, Cross Country paid for everything. They have an automated system, and they immediately gave me the company name that would come out. It was rather quick. The techs were very knowledgeable and understanding, and they explained to me when I found out I did not have coverage on both units.

My pump has gone out on my pool and it's not functioning at all. When I turned in a claim last week with HMS, they told me within 48 hours I would hear something from them. But I didn't hear from them until yesterday. So, it was almost a week that my pool sat with no filter and with the cold weather, I was afraid it was gonna freeze and I would have issues, even more so than I had. They told me yesterday morning that I had to select my own company and I said okay. They told me they'd send an email but I didn't get an email from them explaining how that was supposed to happen until that afternoon. So, it took almost a full day of work for them to get back to me.

TotalProtect Home Warranty came through my mortgage plan. Submitting a claim to them was easy. I submitted them right on the line with a representative and everything went so smooth each time. I have a booklet with details on what can and cannot be serviced. Other than that, I ask their reps and they were right on through the process. The contractors that they've sent out were very good. As a matter of fact, the last couple of contractors that came out gave me a lot of pointers because I was dealing with a lot of issues and it worked out real good. We've had them for 10 years and the quality of their contractors' work has been very good. It has been a very good experience, overall. Having TotalProtect Home Warranty has been very valuable. I had a whole furnace replaced. It was two thousand and something dollars and it only cost me $75. That was a few years back and it was worth it.

I started having one property with TotalProtect in 2012. Then I started buying the new warranty on a new property. I didn’t realize that the warranty can provide these many different services. And we bought an older home, so it’s peace of mind. I know I can put my money in a savings account, but then at the same time, I don’t wanna worry about it. So, I just pay the warranty and they take care of the problem.

Submitting a claim with HMS Home Warranty is easy. I call the number and start the claim through the automated procedure. For my furnace claim, they were able to send someone either that afternoon or the next day. The guy who came was great and he was the owner of the company. The problem with my furnace, however, was it was too big for the house, and it caused that problem again. And I wanted to upgrade anyway, but he said the payout was barely enough for the parts and not enough to pay for the parts and the service. HMS ended up giving me $587. I upgraded the furnace to 96 percent efficient. Its performance is excellent.

We've had TotalProtect for about two or three years now. We do our claims online, and then we are always told when to expect their contractors. And so far, it has been fine and the people dispatched did okay.

When I made a claim for my HVAC system, my control board and a couple of other parts had to be replaced. It was all really smooth and easy. The contractor had to get a part and come back, but it was to be expected. I was really happy with him. Things have been going really well with HMS Home Warranty and I’ve been really happy with the service.

When I submit claims for my mom to TotalProtect, I have a very good experience. I do it over the phone and the reps are able to handle my situation very promptly. I called them for our refrigerator and our freezer and the contractors that were sent were both out the next day. The contractors explained what they were doing and were very professional. We have used a home warranty before and usually, I have to wait a week or two to get a contractor out. I was very pleased with how quickly TotalProtect got somebody out.

When we bought our house in 2014, HMS was given to us as part of the closing package. Our most recent claim was for the dryer. The heating element went out. And that was the fastest, easiest, and best service we've ever had. The tech came that day I did the claim, so I was shocked. He was fantastic. It's good to know HMS is there when we need it.

I have been without hot water for 12 days and they have basically done nothing to remedy the situation.. They keep saying they are expediting the claim, but picked such cheap shipping they don't even have a tracking number. They keep saying oh, we're sorry, but basically have done nothing. If the part is that hard to get then they should have replaced the unit.. Cross Country was great, this co. not even average. No one should be without hot water for 12 days and I am a 72 year old diabetic widow. Would never recommend them to anyone.

Have had HMS for years now. They are great for minor little fixes (like plumbing and that), but be prepared for a long drawn out battle when it comes to anything major. Over a year to get my dishwasher fixed and now I am going on over a month to get my heat fixed. They don't pick the best service providers and you get nicked and dimed for anything they can. Compressor is being covered under warranty, but I still have over $500 in fees for stuff not covered, like "modifications". If it has to be done to repair, it shouldn't be a modification, but whatever. I can't even get to the point of paying, because for over a month I keep getting the run around from the service provider.

We had an issue with the upstairs furnace and the provider the warranty company sent over wanted to charge me an extra $600 to modify the flu and air flow as part of replacing the furnace. Then one of his guys bailed on him and he wanted to charge me another $250 to rent a lift so he could get the new one into the attic. As I continued to question the funds, he decided to bail on the job completely, and this was after 2 weeks of no heat. Total Protect wanted to do what they call a Buy Out of the claim on a new furnace. I was expecting enough to get a new furnace or at least pretty close, but they only provided me with $700. You cant even buy the lowest quality at Home Depot for less then %900. Needless to say I am very disappointed with this service. To have a company that doesn't really vet their service technicians and they try to replace with less then the value, doesn't make sense from a customer perspective. I get that their is a price for doing business, but they just lost my business. We also had a Hot Tub issue which got fixed, but the technicians had to come out 4 times to get the right fix. So overall, just not a satisfied customer.

I submitted a claim online last month to TotalProtect last month and the process was easy. They were really responsive and they kept me updated. They called me to make sure I understood everything and that I was well informed. I had their contractor look at the AC unit and that tech needed some parts. They told me I would get something by the following week and that they would be back to repair the issue. That was exactly what happened. The claim went well.

I love TotalProtect and I've been with them for about 5 years already. I don’t think I’d change. I’ve had a couple of claims and I paid my deductible, and they lived up to their promise. They sent out qualified folks to repair my garbage disposal twice, and then my toilet, garage door opener, and AC unit. It worked perfect and those things now work perfect too. I submit claims online, but I didn’t have an option that fits my needs the last time. I’m not sure why so I had to call and the lady said she would look into it. And whenever I had to speak to reps, they've been intelligent and friendly, which is pretty much what one would expect. If somebody would have low expectations, TotalProtect is definitely what they would want.

This is my first house and I don't know anything about fixing things. I know how to put a bulb and take it out but that's it. I don't know how to fix a faucet or change a filter. I am not a handyman and the warranty can be used. I work in a financial institution and I’m online all day, and a lot of misunderstanding can happen. So, when I made a claim, I called HMS and put the claim in person. The rep understood my situation and said that he would take care of me, and he did. The contractor was great. He said that he would be here on Saturday from 10:00 to 12:00, and he was there at 10:15. He did the job and cleaned the place. Since then, the heater has been working perfectly. It heats the place and it is a very nice system. I like it. The experience with HMS was amazing. I’d recommend them for anybody.

It was pretty easy to submit a claim with HMS. I went on the phone and I spoke with a representative. There was a couple of back-and-forth at first where they put in the wrong info. And it wasn’t HMS. It was when I reached out to the person who was going to come and do the actual work. They sent me a text that was wrong. They thought they talked to me, and someone was supposed to get in contact with me. If you submitted a claim, a live person needs to talk to you. And she thought someone had talked to me, so I waited almost a week. And then I asked what was going on and told them someone texted me. The rep said the person who texted me made a mistake. But otherwise, we got it all resolved and I had no problems with HMS. They were fine.

I've had a couple of different issues and different companies have come out but everyone has been good. With the last issue I had with my furnace, the company that was coming was gonna be from a couple hundred miles away and at that time, I didn't appreciate that. I had to call back and put in an emergency request because I had no heat and it was subzero temperatures. The claims reps seemed to understand my issue and they did their best to get someone as soon as they could for me.

We've been protected through TotalProtect since around 2005 and we haven’t had any problem submitting claims with them. Once I made contact, I get a phone call and we confirm, and then the technicians come out and do what they have to do.

I was originally with American Home Shield. Years ago, in 1997, they were amazing and took care of everything. And then as the years went on, they started eliminating more and more crap that they would do, and you have to argue with them. So, I googled TotalProtect and they had a 5-star rating. I switched to TotalProtect in 2013. And they've been great.

The water was leaking from my bathroom upstairs into my neighbor’s ceiling downstairs and I submitted a claim to HMS. I tried to do it online and it said that I wasn’t covered, and it was not what it said on my paperwork. I called them and they said that I was all good. The plumber was awesome and my neighbor even said he was great. So, it was a good experience. I was very happy with this service. I’ve never bought this for anyone or received this before, and it was great.

The panel on my LG washer has been changed through TotalProtect, but after working for a few days, the washer went back to doing the same thing that it was doing before. A young man came over two days ago, and he has a software where he can connect to the washer. He said that the motherboard is still not good. There’s something wrong with the system that they put in, so he said he’s gonna put in a request to get it changed again.

I submitted a claim to HMS once and they paid for my ceiling drywall repair the first time, but didn’t pay for the second one. I sent everything the same way the second time to the same address and they didn’t respond. It was 150 bucks but I didn’t pursue it. That was a couple of few years ago and in my latest claim, I had a check-up on my heating, which was required by the home inspector that was employed by the buyers when I was selling the house. The guy was great. All the technicians who came out were very good.

I've had a good experience thus far submitting claims to TotalProtect. I submitted a claim online and their contractor came. He looked at my washing machine and called Total Protect for an estimate. TotalProtect decided to replace my washing machine. It was shipped and a company came to install it.

Submitting a claim is an easy process but the people that HMS are sending are not doing the job. I had issues where the contractors had to come out twice such as for the furnace and plumbing. Whatever the second guy did with the plumbing helped but it’s not over. I'm hoping that this issue is fixed and it was not just a band-aid put on it. I was denied for something with the plumbing and I didn’t understand being denied for something that’s under warranty. I don’t have a problem with paying the $100 deductible but no one ever got back to me to let me know if they wanna fix this issue or not. I called HMS and they said that the notes were in there from the plumber and someone would get to me in 24 to 48 hours. I didn’t get a call at all. So, I left it alone and just said forget it. It’s working right now. I’ll deal with the next issue if it comes up again.

I've had TotalProtect way back in 1999 and it was under a different name it seems back then. I like that, eventually, when things have to get done, they get it actually done. The deductible went up quite a bit but the monthly’s pretty much stayed the same. I can make a phone call or just get online and make a claim. Sometimes, the service provider takes a while. It depends how busy they are. At first, I was not happy because it was taking sometimes so long. But then, I realized that after talking with them that they’re pretty swamped. So, it’s just a matter of stand in line and take a number. My HVAC unit's body on top of my roof was replaced a little more than a year ago and I was really happy about that.

HMS is not quite perfect but they're very good. Their claims process is super easy. I set things up online and then they send me an email with the contractor's contact information and then I call the contractor directly to schedule the service. The air conditioning people that they've sent out were very good and reasonably priced. I've used their service on three other jobs without going through HMS for appliance that didn't have the home warranty. And then, an electrician came out a couple of weeks ago and he was super fantastic and very thorough. He explained everything he was doing and went above and beyond trying to fix the problem which he was able to do. I've referred him up to two other clients.

Service at TotalProtect has been okay. I called them one time for something about my faucet and they told me they would cover it. However, their tech came and told me that the issue I was having was not covered. He collected the money and went. The people who answer the phone for TotalProtect need to know the correct answer to questions. I don't appreciate having to pay the deductible and come back. With what it costs me for the deductible, I could have had my issue fixed.

TotalProtect had a fair price, although lately they changed their prices especially for the deductible. Those went high, which I did not like. At the beginning, it was good. It was very easy to use. Towards the end, their service kind of was not as good. I had a couple of issues with my refrigerator. They sent independent contractors, and it got to a point where I had to request if they could send Sears out. The folks from Sears were good when they repaired my washer and dryer.

We have been customers of total protect since 6/2019. I am so pleased and happy on the service I received so far from Total Protect aka Cross County. I had a tub/shower valve that needed to be replaced. My upstairs bath tub leaked into my downstairs kitchen ceiling. The plumber had to cut a hole in the ceiling to replace the part. Not only did total protect cover the part but they also covered the cost to return ceiling to rough finish. The labor and parts to fix tub valve was $500.00 and the ceiling repair was $280.00. That is a total of $780.00. All we had to pay in the end was deductible $125.00. That was it.

Submitting a claim to HMS was easy enough except trying to get through the electronic menu on the phone. It’s a little lengthy and all of that stuff gets repeated again once you get to a live person. If HMS could make the electronic phone system a bit more streamlined, that would be great. The reps were very helpful and pleasant but some people have thick accents and they were difficult to understand when you’re talking on the cell phone. I had two people that had very thick accents and then two people that were easy to understand but all of them were professional, quick, very nice and knowledgeable. Two of the issues we had were on plumbing and we had an air conditioning issue the first year we were in the house, and the contractors were great and perfect.

We had an electrical problem with our dryer when we first bought the house, so we had to get that fixed. I’m glad we had our HMS warranty because I would have had to call an electrician to come out and take a look at it. However, going through the digital voice commands was a pain because I’m old-school and I’d rather talk to somebody than talk to a computer. And that took about half an hour. But once I got connected and I got somebody out, within a couple of days, it was pretty breezy.

With TotalProtect, I'm having a monthly fee, but when there is a big issue, it is just a $100 deductible. The renewal process is automatic. When I submit a claim, I call them or I go online and then someone will reach out to me for service in less than 24 hours. The majority of the contractors have been, on a scale of 1 to 10, an 8. But, I’ve dealt with someone that did a service that wasn’t necessarily required. And the next time that they came out to visit our residence to look at some of our issues, they suggested the same service that they had previously done. But they told me I only needed to get it done every three years. Nevertheless, the quality of work done is good.

When our house was about 12 years old, we thought it probably wouldn’t hurt to make sure there's a home warranty to cover us. It was about the time things start breaking. At present, we've had TotalProtect for 5 years or longer. The claim submission process seems to be fairly simple. It’s definitely gotten better the last year or so since I used to be on hold for a while. It’s a little more automated now and they’re quick to respond. Also, the contractors that they send out are timely, professional, and knowledgeable. The last contractor I used has been out to our home for the third time in over the last several years, and he’s awesome. I would use him if I need it. Just one thing that has to be pointed out is that the cost keeps going up. The deductible used to be 75 but it’s 125 now. It’s at a point where if it keeps going up, then how much am I really saving? Still, everything is working out fine.

My husband and I bought our 1st house and soon after, the HVAC stopped working. It had passed the home inspection and was supposed to be covered by our HMS warranty for 1 year. I am 7 months pregnant so time is an issue. After filing a claim, we waited months for someone to come look at it and deny coverage. They only cover mechanical failure. The only mechanical part (the blower) did fail. HMS was a huge waste of time and money.

TotalProtect is very helpful in taking your claim. At one time, I had a problem and I didn’t think that I was treated fairly on one time. My icemaker gave out, and they came out. And there was a service charge for them coming out, and I know about that. But after they got out here, they could’ve told me before that they don’t cover icemakers. I had to pay for the icemaker, which means I could have bought an icemaker cheaper than having someone to come out and pay the service charge and then pay for an icemaker. I could’ve gotten one at one of the retail places in my city. But any other claim that I’ve made, I did not have a problem.

I’ve been happy with TotalProtect Home Warranty. Submitting claims is just a matter of making a phone call, which I find to be relatively easy. Moreover, their customer service is good. People are friendly and prompt. They follow up with text, to make sure that you had no problem with getting an appointment.

We’ve had a tech for an electrical issue and he was great. Everything was fixed. He was quick. It was within a day or two that he came out and he was able to resolve it, and it was good and so easy. With HMS, I like that when something went wrong, we had somebody that we could call who got it taken care of. I really liked that I didn't have to figure out who I needed to call.

I’m very happy with TotalProtect. Submitting claims over the phone has been very easy and the service has been prompt. So far, I’ve had to use them two times and I’ve had no issues with the contractor or with calling to set up an appointment. However, they don’t narrow down the time on the day of the appointment. They just say they'd be there between 8:00 to 4:00 or 8:00 to 3:00. I'd definitely renew with TotalProtect.

The website interface of HMS was pretty straightforward to use when filing a claim. But there's one time I had to call because of an issue that reoccurred again. My latest claim was for a dishwasher. I called, and when I got the person on the phone they came the next day. He was very pleasant, very professional and courteous. He fixed the problem, and has done a good quality repair.

TotalProtect has been great so far. We had a stove go out and they came out and checked it. They took the information back and determined it wasn’t financially fixable, so they offered a comparable model or they would give us a check for whatever we wanted if we wanted something else. They sent a check and we got a new stove. The technicians that came out were foreign, but it all worked out.

HMS Home Warranty contacted me with the service provider, and it's pretty straightforward. So far, I've had no issues with their contractors. I've had two and both of them has been good. But if they had an option of the provider coming on the weekend or a little bit later it would be good rather than the normal 9:00 to 5:00.

In the past, the caliber of vendors that HMS sends is not always the greatest. Our water heater burst in 2017 and unfortunately, now that I have to have some other work done in the house, every contractor who has been in my home has explained to me that the contractor who installed my water heater did it incorrectly. The gentleman who came out to service my furnace was the first of three separate companies that said that it’s not up to code. It really is the Baltimore County permit company who would come in to look at this. They would shut my water heater off because it wasn’t installed correctly. I'm gonna have to pay more money out of pocket to have it fixed, and it cost me more going through my home warranty than it would’ve cost me if I just hired a regular contractor do the work. And that's not cost-effective. It’s something that’s costing me money every month, and then the service that I receive is not the greatest.

I live in a house where I've got a lot of appliances and I like knowing that if something goes wrong, I just have a certain amount to pay. Submitting claims to TotalProtect is super easy. It's quicker to do it by phone than it is getting in front of the computer. It's all automated and before I even hang the phone up, they send me a text with the number of the service provider. I then call the provider.

I had a claim for my dishwasher and there seemed to be some misunderstanding in the beginning about my appointment. I had an appointment, and someone came and checked on it and said that they would be back, and it took a long time for them to come back. I had to call them and they had to send someone else out. The guy said that he would be back to replace the board on my dishwasher and I didn't hear for such a long time that I had to end up calling back. That's when they told me that the board could not be fixed. They made me an offer at first. Apparently, they didn't know that I had paid quite a bit for my LG and I'm the only one using it, and I wasn't using it that much. The person that was helping me submitted my claim again and then they gave me an adjustment and I appreciated that. When we got to the root of the problem, it was solved. TotalProtect is a good service.

I would give them no stars I could! We need to have a repair done to the buttons on our ice/water dispenser. Despite our living in the population base of the state, largest metro area of Wisconsin, They said they do not have a network provider in our area. I’d like to more that We also needed a repair to our microwave and the company who came out for this repair does warranty work on refrigerators but said they have to be scheduled directly by Cross Country Home Services. I have tried numerous times to get the work scheduled but they are very unprofessional and seem incapable of resolving this under warranty issue. I do not recommend this company.

I have been without a refrigerator for almost a MONTH. I placed a claim on October 31, 2019. The service tech came out on November 1, 2019. On November 6, 2019, I received a notice that they would not be able to repair my refrigerator as the part wasn't available. I was able to choose for them to provide me a new refrigerator or for a check to go buy my own. I requested a check to buy my own refrigertor. I requested that on Friday, November 8, 2019. I was told I would need to wait 7-10 days to receive that check. Today is November 25th and I still have not received my check.

We purchased a new home in 2018 and we required a home warranty with the purchase. HMS was given to us and we chose to continue with it because we had a claim and it worked out. We submitted a claim for our microwave and they sent someone out who determined that the microwave was unfixable. Since the microwave I had currently wasn't in stock, they gave me the replacement value of it. But it did take a little bit more time than I liked. I first just wanted to replace it and since it wasn't available, the options they were giving me weren't ready because it's a built-in space. Eventually, we agreed on a payment amount. Once that was agreed upon, I didn't receive it for six weeks. But it came through and we were able to find a microwave that worked and it all worked out.

TotalProtect treated me very well and I’m very satisfied with them. When my washing machine went out, I called TotalProtect. The following week a Sears man came and looked at it. He said that the transmission was out in and that they could not get a new part. He said that the washing machine would have to be replaced and he would notify TotalProtect that the part was not available. That was on a Tuesday. Thursday, I called TotalProtect and they said they haven’t heard anything from the technician. I called the technician back and they said that they had already notified TotalProtect. I called TotalProtect back and they said they’d have to check with the Sears man.

Submitting a claim with HMS has been easy. I prefer doing it online. Their response time is great. So far, so good. HMS is great and user-friendly.

My son has had TotalProtect since he bought his home and had a very good experience with them. So when I bought a home, I tried them out. I had a dishwasher that flooded my home on May 28th. My homeowners insurance had to put floors in my entire house, complete new kitchen cabinets, countertops, and paint. TotalProtect sent three plumbers out, and they could not find or make the dishwasher leak again. So, TotalProtect wasn’t gonna cover it. I ended up calling Bosch in Germany and they got somebody here in Tennessee to come and look at the dishwasher and determine what the problem was. They even talked to tech support about it, and they recommended replacing the dishwasher. TotalProtect did not replace the dishwasher, and it took until September for this to be over. It took five months for me to get a dishwasher, and get it repaired.

My experience with TotalProtect has been very good and I've been very happy. I usually call to put in a claim and the reps are very professional and they try to help. For my last claim, I had three visits but the second technician came twice. His attitude was a little bit different but the first one was fantastic. Their work is okay though.

I've been a customer for 13 years and have never had such a bad experience with any company in my life! I just want a working refrigerator in a reasonable amount of time. I consider a refrigerate a necessity and not an appliance of convenience such as a dishwasher etc... Total Protect doesn't see things that way apparently.

When my refrigerator went out, a year or two ago, I had issues with scheduling a technician to come out. And then, they didn’t do a great job so TotalProtect assigned it to another vendor. It took about a week and a half to get my refrigerator fixed. But with my most recent call, it was taken care of pretty quickly.

When I submit a claim to TotalProtect, sometimes, the experience is very easy. Other times, it's extremely stressful. The issue is in the follow-through. There are too many loopholes. While most of their agents are professional, I had one agent and we were arguing over the terms of what should be covered. There was some disagreement in the interpretation of the terms. There was something that wasn't covered that I felt should have been covered and how she's interpreting what the text in my warranty is saying and how I was interpreting it were two different things.

The contractor they sent for my air condition was good. They had to replace the ac. But I’ve been paying out of my pocket. I have never received anything from TotalProtect. I paid 800 something dollars to do the same job. I thought they were gonna reimburse me, but they did not. But other than that, everything is looking okay.

I have radiant heat and not all companies have boiler guys, so it was a little difficult to find a company that services my type of heat. However, HMS ended up finding one and when I called that company, they told me that they weren't taking any warranty work at the time because they were so busy. They then gave me a different company and it took that company a week and a half to get back to me. They called me back and said that they don't have a boiler guy. I called the first company again and said, " I don't care how long it took. Can you just get me on your waitlist?" And they said yeah. I then called HMS back and asked if they could reassign the work order to this Low Energy and they did. There was a little bit of running around, but once that was resolved, things seem to be going smoothly.

Through TotalProtect Home Warranty, we’ve had our fans in the bedrooms replaced. We also had a refrigerator and a dryer claim. The thermostat on the dryer went out, and they sent this guy out and he fixed it right away. We had a hot water tank claim, and I did not like the plumber that they sent. They sent him back, but then I got a new guy. So, that was fine. A couple of times, we had trouble with the people that were called. They weren’t 24-hours. And then we had to have the fan on the air conditioner condenser replaced twice. But the latest time, the tech replaced it with a higher RPM, and it’s working fine. We have heard of a lot of people that have other warranty companies, and they don’t like them. So, we have told them to try TotalProtect. We’ve highly recommended to anyone that had problems about checking with the company.

At TotalProtect, I do my claims over the phone and the reps have been fine. Last time my washer was locked up and it wasn't drying. A pump was broken on it and they had to replace it. The tech had it on him, so he took care of it. My experience was great and I’d recommend them.