Cinch Home Services Reviews

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.

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 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.

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

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.

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.

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.

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.

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.

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.

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.

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.

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 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 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.

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 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.

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 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.

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'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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

I submitted two claims with HMS and both went smoothly. The second one was just recently, due to my water heater. That was urgent and I was having difficulty with the contractor that I was trying to find. Contractors can be busy and they don’t get back to you as soon as possible. HMS jumped right in pretty good and gave me the option to get my own contractor or have them find somebody for me.

I recently had a pipe that broke in front of my house. I looked to see if my warranty that I pay for each month would help. They state that it covers for plumbing online but does not go any further. They had a plumber come out to look in a hole that we already dug an he asked for his $125 to come out an left. I had to call the next day to see what is going on while water is leaking from the front of my house for a whole extra day. Doesnt seem like a company that takes care of their customers. I have since fixed my issue and asked for the ded back since they did absolutely nothing and they say they dony do refunds. You better believe you have lost my buisness.

I had some work done on my hot water heater through TotalProtect. The contractor they sent was great and he got my heater repaired right away.

I bought a house back in 2004 and got HMS warranty as well. I do my claims over the phone and it has been easy. The reps appear to be knowledgeable. But they just let any contractor into the program. Some of them good and some not so good. One bad experience was when the vendor came in to look at the washing machine and he asked if I had a cup of cooking oil to put in there, to make the washing machine work better. And of course, that wasn't the case. And the other good part is the guy that HMS sent back to complete the work, they found out the washing machine was just gone.

My experiences with HMS have been a mix of good and bad. Submitting claims has been easy. However, I've had problems before with their vendors not coming or I've had difficulty getting a hold of them. Also, while some of their contractors were really good, I've had a couple that were really bad. One time, when our water heater was leaking, it took forever before somebody could come in. Overall, we haven't been able to get the benefits of our purchase.

I was in the market because I was leaving another home warranty and I called a number through my bank because my credit union offered home protection and when I called that number, it was TotalProtect. I included the upgrade for $10 in my package because they said they would cover things that I’m not normally covered, like the standalone freezer. But when I wanted to file a claim for that, they told me it was not covered. So, I asked them to take the $10 off my account, and to this day, they have not done that. I’ve asked them three times and I’m still paying the extra $10. I had them on my list to call this week because I got the notice that I was going to be automatically renewed next month. So, I wanted to call and make sure they don’t automatically take this $10 back on there.

TotalProtect has been good about getting people out quickly when I needed them. The only thing that I wasn't too crazy about is when they went up on price when I moved. The deductible was $75 and they've gone up to $125 now.

We had a couple of other claims with them, a refrigerator and dishwasher, and those were handled fairly quickly. However, our appliances were all original to our house of about 38 years or 40 years old. HMS wanted to, find parts to replace them, which they couldn’t because they were too old. It took a while for HMS to do the looking for that before they gave us the new appliances. Still, their contractors have been wonderful and their claims reps have been very friendly.

My TotalProtect warranty is there when I need it. I'm able to call and get quick services. I submit claims over the phone and the reps are pretty knowledgeable. I get a claim number assigned and then I’m assigned a vendor that’s gonna do the work. All the providers have been courteous, they have been on time. The work they do is top-notch. I wouldn't do without this warranty.

I've had HMS for more than two years now and everything is fine with the service. The only issue I have, but I totally understand, is that when it is something regarding the air conditioning, they have to order parts and, sometimes, waiting for those takes longer than I expected. When I had a claim for the AC, it took more than a week, and I had a tenant who I had to put in a hotel. That cost me a lot of money. Also, my policy was renewed in February but I’m really frustrated that no one contacted me regarding a change in the deductible. I had a deductible of $50 last year and it came to $100. It would be really nice if they can give more advice and time with that. In the case of my tenant, he’s the one paying it and paying 50 is not the same as paying 100.

Riven Appliance, Nate, was a delight. He worked on the ice maker,found the problem and ordered the part needed, came back when it FINALLY came in replaced it. He was very professional and polite. When the ice started dropping it broke the safety door. I took a picture and sent to him he ordered a new part, then came back and replaced it. I will use him again and recommended him to ALL of my family.

We wanted to get a warranty for the protection of the consumer electronics at home and we got HMS. We've had it for a couple of months and the quality of work has been good. The contractor came over one time for the HVAC system and this last time, the plumber came for the garbage disposal but he found out that it is still working fine. I have peace of mind knowing that if something goes wrong with any of the items that are covered, I can call HMS or submit a claim online, and it’s a big relief to know that there's gonna be a professional who’s gonna come over and take care of it.

I’ve submitted claims twice to TotalProtect and the second time was better than the first time I did it. I had an issue with my air conditioning and the contractor looked at several different things needed in fixing the thing. He checked everything and figured out what was going on, and fixed it. The only thing is, we were doing 100-degree temperatures but we had to wait a day or two before the actual place opened. The time to do it would have to be Monday through Friday. Still, I’m satisfied with TotalProtect just knowing I've got a warranty in case something happens to anything.

For our major repair for our heat and air, I refused to allow South Home Air, the contractors that HMS first recommended, back onto my property. They were no good. They sent out an older gentleman who really wasn't interested in fixing the problem. He put a band-aid on it. I told him before he left that what he did was not the solution to the problem we had. He then got in his truck and left. That lasted about two weeks and then the AC quit working again because there was a leak in the system.

I have TotalProtect warranty and for the most part, they've been really good to me. But I had issues with my washing machine claim. The contractor came out and they needed to order a part but it wasn't available. After about a week and a half, I called TotalProtect and they told me to call the contractor back. But it was backwards because TotalProtect ordered the part, not the contractor. They should've been able to answer the question right there. Also, every time I talk to somebody, I would be told they were pushing it higher and nobody could tell me what was going on. It was till I was really fed up that I got quite nasty with them. In the meantime, I was going back and forth to the laundromat trying to wash clothes. It took about a month and a half before the problem was rectified. Other than that, putting in a claim was simple and easy to do. The contractors have been good and I've never had any problem with the work.

They gave me a number to call, I called, and the service was set up immediately. My girlfriend was at the house when the guy came. He looked at stuff, ordered parts, and then a different guy came to put the stuff in. My girlfriend said that he threw out parts in the garbage that he never even opened. He fixed some stuff up on the refrigerator, and he used a kitchen rag rather than his own stuff to wipe off things. So it kinda irritated my girlfriend a little bit, but it is what it is. A week later, my sump pump went out. So I had the contractor come out and they did a great job.

I call HMS when I have to submit a claim and then they give me a confirmation code. Who's ever coming out, they will call and set an appointment. And then I pay the deductible fee for them to come out. I haven't had any problems with the contractors. They generally fixed the problem and go. The warranty is convenient more than anything, but I've known people and friends who could fix it a lot cheaper because for me, the monthly payment is kinda high and the deductible is high as well. I was kinda looking into other companies and someone told me that they know places with cheaper deductible.

I called TotalProtect when my AC went out and the claims rep was good. They were able to send someone out the next day. The only thing is that I had an issue processing the payment. I paid them the day of the service, but afterwards they still sent a bill. Right now, I’m still waiting for them to see if they actually disregard that bill. But the tech was good and everything has been working okay since the repair

I had 2 incidents with HMS who is now Cross Country Home Services. Sad thing is a manager contacted me in reference to my issue and she was still unable to resolve the problem. They will send contractors out to your place, you will pay the deductible out of pocket then the contractor will either make matters worst or not even fix anything at all. A simple burnt out circuit inside of my furnace needing to be repaired cost me over $700. I had to call in another company to clean up the work that the contractors did.

I was looking for a home warranty company and I ran across TotalProtect. Submitting claims has been easy. I've submitted a couple of claims already and I have been very satisfied. Even when I had submitted one for my AC and I needed to have an upgrade, they bumped it up to an emergency, and we had a company here within the next 24 hours. TotalProtect has met all of my demands that I was confronted with. They've chosen some good technicians as well. They're doing a great job.

When I needed them, they’ve came through. Submitting a claim was fairly easy and there were no hassles. The claims reps are helpful. They’re informative and knowledgeable. For the most part, the techs have all been competent. Typically, if they come out to fix something, it’s been fixed. The work has been done well. But it depends on the season and what’s happening on how quickly someone gets out to you. Sometimes it takes a little longer than I would like. But other than that, it’s been a great experience.

I had a couple of bleeps in the first claim, and I don’t know how or who made the mistake. I needed to have the furnace fixed, and a young man came out. He seemed disorganized, he got lost and then he looked at the furnace. He said he was fixing what was wrong with the air conditioner, and he said it was the compressor. I said, “Shouldn’t you find out if the furnace needs to be fixed first to see if that has anything to do with the broken air conditioner?” And he said, “No, I looked at it.” Then, he didn’t call back. I called Total and the first woman said, “That’s not right. We’ll give them 24 hours.” I called again and the woman said, “We’ll give them 48 hours.” And then the third guy said, “Let’s give them 72 hours,” and I was like, “I don’t understand that.”

I submitted the claim to HMS and then my repair never happened until I followed it up. The contractor came out and said that he did not do this type of repair so they cancelled it. I called somebody else and he came out and fixed it. Then, I had another problem that was under the HMS repair guidelines and I had to find my own repair person to repair it. After I got it repaired, then a repair company contacted me that HMS apparently sent out. Next time I need something repaired, I’ll look at my own way of handling it. I’m not satisfied with HMS right now.

HMS was offered when we bought the home, and we continued with it ‘cause we were happy with it. We make claims over the phone, and sometimes they're very good and sometimes not so good. They don’t understand what we’re talking about sometimes, and it’s usually on the weekend when the regular staff isn’t there. But everybody’s been prompt and worked real hard to figure things out. In fact, we’ve had some of the same-day service.

Submitting a claim to TotalProtect was simple and the claims process was easy. We were told who the contractors were and then we scheduled the appointment, and once the appointment was scheduled, we knew the timeframe in which they were going to arrive. The contractors were very professional when they came in, did what they needed to do and were quick, they got in, got out.

We’ve been satisfied with every claim. We've had HMS for more than 10 years. At first, we had problems with them getting things processed. But it’s been much better now. Usually, within a day or two, things are taken care of. And I've been pretty pleased with their contractors, except for one way, way back, but they were never assigned to us again.

I have been trying to place a claim for the last 3 days for my leaking hot water tank (electric). On Thursday, 11/14/2019, I called to place a claim as my hot water tank was leaking from the bottom of the tank with a slow drip. When I called in to place the claim, I was told the account had never been transferred over to my name and it was still in the seller's name that I bought the house from in July 2019. I was told to contact the seller to have them transfer the name. Problem with that is I don’t have the seller's contact information. After a few hours of me contacting my realtor and the seller's realtor, the account was updated.

We submitted a claim and at first, we thought we were gonna have to pay $830. They ended up paying the whole thing because we have the Premier package. We had an air unit replaced, and they diagnosed it one day and came back and fixed it the next time they came.

I called HMS and told them the issue was with the refrigerator. They set up an appointment and scheduled, so it was pretty simple. They were professional and they did the job. The tech did a good job. He knew what he was doing.

Submitting a claim is usually quite good 'cause you just put in the claim and then you get the people that are gonna come and do it. When it comes to the air conditioner, it's been the same company and they're very good. Even when they don't have to, they follow up. Although once in a while, we get a technician that doesn't know what they're doing. With the stove and the dryer, the techs had to come back and fix something that they didn't fix right the first time. Still, we've had two of the air conditioners replaced, so I can't complain.

We’ve had TotalProtect for eons. It's a good company. Submitting claims is easy and our interaction with their reps has been good. We had an issue, however, where somebody actually filed a claim for our heating unit as well as for the air conditioner, but our claim was only for the air conditioner. So, we canceled the heating claim. And then for the air conditioner, when we called, we needed somebody to come out pretty soon because it was still hot. They were very responsive. They were able to get a company that came out the same day. That company then came back really quickly to get it repaired, and the whole thing took about three days. They did a great job.

Called with problem with heat pump. Contacted Total protect and they assigned the job to a provider who did not do these units, they only do appliances.

Since 11/9/19, I have submitted over 25 claims online, called this company over 12 times, and Submitted a contact request. I have not heard anything. Since 11/9/19, I have submitted over 25 claims online, called this company over 12 times, and Submitted a contact request that was supposed to have been followed up with within 24 hours of submittance. I have not had any contact from this company and my furnace is not operating. I pay $53 a month for the warranty (this was previously called HMS Warranty). My one call that made it through the automated system was answered by a male party and I was promptly disconnected/hung up on.

Updated on 11/21/2019: HMS has consistently lied to us throughout this job. The weather has been below freezing for over 10 days, and we are without heat. They are so badly disorganized and negligent that they sent the wrong part for our furnace. Instead of fixing the problem by allowing the contractor to simply pick up a part locally, they decided to ship another part. Instead of being honest with us about that, they blamed it on the contractor. The contractor told us this was an outright lie and that they denied his request.

HMS was included with the purchase of my house. Submitting a claim to them online is easy, and the contractors who have come out have been wonderful. They were very good with following up. When I first called about a claim, their customer service was good to tell me that it would not be covered. They are helpful. Overall, I've been satisfied.

There was one time that I had a little problem when my air conditioner went out and it was really, really hot, and it took a while for the people that TotalProtect sent to get it repaired. Also, my garage door is still broken. The guy that they sent out came and looked at it, and I paid my deposit. I haven’t seen or heard from him since. I tried closing my door, and I was getting frustrated because sometimes it closes, sometimes it won’t. He said I needed a new system, and he had to order it. Overall, TotalProtect has been very good and so have the contractors. One of my best friends has it now because of me, and I've told other people and my daughter too.

I submitted a claim to TotalProtect for a hot water heater. The tech they sent was very helpful and knowledgeable. He did everything we wanted to do. Thus far, we've had several small claims with TotalProtect and they've all been handled. If there's something that has to be ordered, they tell me upfront that it would be such-and-such. If they can't make an appointment, they call back. I'm happy with them and I've already recommended them to several people.

HMS has been very easy and great to work with. We've been with them for over a year now, and had to do two or three claims, and they've been awesome. Their contractors are usually out in a day or two, and the few we've had to use have been great on all fronts.

I have been with total protect for about 4 years and this year it was surprising, I was not given the proper service. They kept referring me provider who could not provide the service and i had to do so many calls to total protect to get one service done. Then when I cancel my service due to bad experience they charge me $311 some thing for canceling. When I called to cancel I was told by customer service rep I will only be charges $10.00 for cancellation. Today at 1:25 on 11/14 I get a call from total protect home warranty saying I owe them this money. I tried to explain what I was told and this stupid customer service rep who is no respect at all said my acct will be open. What kind of humanity is this, without listening to me or helping me she was so disrespectful and hand the phone. I would not ever do any services with total protect home warranty they have the worst customer service reps and no respect for their customers. I am not paying that money as this is fraud they give incorrect information to us, they are making money nothing else.

I have had Total Protect Home Warranty for over two years and paid them every month. Now when I need them they are rejecting my claim and refusing to pay it. They will send a contractor out to your house so you pay the deductible and the contractor can verify the problem. When the contractor verifies the problem and comes back to do the work days later Total Protect will deny the claim and make up some reason why they are not going to pay. They left me with no water to my house for a week jerking me around, then after taking off from work to meet the contractor to do the work they refuse the claim. Then the contractor says if you want the work done you have to pay. Total Protect will make up every reason not to pay and say your contract says this. Which the contract does not say that, they twist it to be something the contract says. I even bought two extra coverage packages that added an extra $20 dollars a month to my bill, so this issue would be covered and I would not have these problems. Total Protect is a Total RipOff.

My husband and I purchased an HMS warranty at the time of our new home purchase. Our kitchen ceiling showed signs of a leak, so we made a claim. HMS sent out their plumber who then took out the master bathroom toilet above the kitchen leak. We paid $100 for them to come assess the leak. They found the toilet to be the cause of the leak and left it on a tarp on my bedroom along with a massive hole in our kitchen ceiling. After a week of my toilet sitting on a tarp in my bedroom and no phone call from HMS or email- I called HMS to figure out what our next steps should be.

When we first moved here and we got the house and we were dealing with HMS Home Warranty, their customer service was amazing. There were no communication barriers and we had a really great experience with them. We had to make a claim about our furnace thermostat and immediately they would have somebody come out. It was very coordinated like I would have expected it to be. Our experience was fine until they sold off. They outsource their customer service and the first problem is their customer service representatives aren't really good at understanding English very well. So they misinterpret a lot of things that you're saying and they do not explain things very well either.

I’ve been with HMS for almost 14 years and it was kinda difficult with the people that I had at first. One lady inside of HMS who was taking the claim was very rude. She was my initial contact person and she hung up on me. I wasn’t arguing or hollering with the lady. I was just trying to explain to her, and she evidently felt a little frustrated in her work. When a young man was sent out, he did not know how to work on my unit. He thought it was gonna be something simple like Freon. He didn’t know the parts and I was looking at him, and I was telling him that it wasn’t what he was supposed to be doing. They took a long time until they got him to come back out. It was a big mess out and I had to wait longer than I ever had to wait but HMS made it right, so I stayed with it. The man came out and then, the unit cut off again after he fixed it. He came back out and made it come back on, and I didn’t have to pay another fee.

The first time I had a claim with TotalProtect, they sent Sears out and tried to work with the company, but they had no success at all. I had my stove and my microwave go out and it took over a month to get any satisfaction at all. Every time I called in about it, they’d say that they were researching that. Since TotalProtect advertises with Pentagon Federal, I told the headman of Pentagon Federal of what I was getting delayed on. After that, TotalProtect immediately took care of my stove and microwave. It was a bad experience. However, they responded quickly during my last claim. My washer went out, I contacted them and they took care of it immediately. They were excellent. The contractor also responded fast and did a good job.

I’ve had TotalProtect for so many years now and everything has been good. Customer service has been very helpful. I turn in a claim and techs come out and fix it. I had trouble with my icebox and they sent Sears out, which was nice. They fixed it right away. I've had problems with the fan on my furnace twice. They are different fans with different fan motors. They also took care of that right away.

The first time I used HMS, it did not go well because it took three or four weeks to get a hot water heater put in. But after that, everything has been fine. Everything has been efficient, and everybody was extremely helpful. The plumber that they used was a really nice guy, but he was an hour away from where I live, and I was curious why HMS would use somebody so far away when there were dozens of plumbing companies right around my area. Is it hard to find anybody in the greater Akron area that would work for them instead of this poor guy having to drive? But he did a great job. It all got handled.

Not enough room here to provide specific review - but DO NOT ACCEPT or BUY an HMS warranty. They will work harder to deny a claim than to live up to their claims. I had to find my own service providers.

I have had Total Protect Home Warranty for more than 5 years now. For the past 4 years, I have to call at the beginning of winter because something ALWAYS goes wrong with my furnace. The first couple years were not bad. However, last year, I made a claim and it was 2 weeks before my furnace was repaired. Last week, turned the heat on for the first time this year. Everything worked fine until Sunday night. Made a claim first thing Monday morning. Someone is not coming out until this Friday(11/15/2019). And, based on the past experiences, the technician will diagnose the problem, will likely need a part that has to be approved thru Total Protect, which is fine. However, the repair tech won't be able to get the part on their own. They will have to wait for Total Home Protect to order the part and send it to them. Looks like another 2 week period before my heat is on. Needless to say, I am already looking into other Home Warranty Companies. I know that a new company won't help me in this case. But maybe, just maybe, I will find a company that believes in providing on time service as much as they believe in taking my money on time each month.

Found a $14.95 charge on my credit union checking account. I called the 800 number listed on the account. It was shown as "CCM*TOTAL PROTECT 800 474-4047 FLUS." I told the man who answered that I had not authorized this and did not own a home. I am visiting at the address he said was my home. I asked what this was for and he said all electronics in the house. I said I want to cancel. He said they would refund 23.04. I believe that this is either a mistake or a consumer fraud. When I told him I would report this to the attorney general's office he hung up.

I was about to spend a whole bunch of money till I found out I had a home warranty, which was something I purchased separately from the home. It was taken out on my mortgage and I got a look one day and thought I just made a full payment in full for a year for a mortgage company. I've had it for nine years and didn't know I had it. I used it only this year in the summer. I needed a garage door opener and the air conditioner looked at as well as something else. I called the number on the contract and the rep was good. The technicians came out and did it so, I was very pleased with that. Everything was professional. They gave me the information, told me what the warranty covered and didn't cover, and they went to work. I had to pay the technicians a $100 deductible before they started their work but that was expected. The coverage plan is for a rental property so, it’s good and I would recommend Cross Country.

TotalProtect sent someone out for our washing machine and we've had the same gentleman for other claims. He’s very friendly and knowledgeable. The only thing that irritated me was how long it took to get a return call when I had already been without the use of my washing machine for two weeks. It was a part situation and the repairman told me it wouldn't matter where I bought it or which item it was, the problem is when the part is made in China, so it would have been the same problem. But I was irritated by the amount of time that I had to wait to get a return visit and there was no personality as far as making the appointment. It was just, "This is it. Take it or leave it." That would be the only part I wasn't happy with. Other than that, the repairman was fine.

I bought my house two months ago and I filed a claim with HMS when the HVAC stopped working. One of the units wouldn’t cool, and HMS' contractor came out to fix it. The guy was great and I paid him the $100 deductible.

I've been with HMS for a month and I've made one claim. Someone was out to fix the issue the next day. The only thing was that the tech was so busy and they couldn't give me a timeframe. I just had to be home and I had to wait the whole day. Also, the cost is still more expensive than other companies.

Submitting the claim with TotalProtect is not a problem. But getting something fixed is because of their service partners and verification process after it's been diagnosed. It's hard to get the money or hard to get the work done. I had my washing machine worked on no problem. But when they wanted to replace my refrigerator that took probably a month to get. Fortunately, the refrigerator wasn't dead, but they wanted to replace it, and just did it. One of the first thing is my stove. I had a built-in oven, and it took over a month to get them to set along getting it fixed.

I am extremely dissatisfied with the service and communication in this company. We bought our house and the wall oven worked with the exception of the broiler. This is indicated in the inspection report. A month in, the oven started cooking unevenly. Brownies were half dry and half batter. The same for other foods. We called and filed a claim. The first call the representative would not speak to my wife as it "isn't her name on the warranty". After dealing with that, we were referred to a technician with extremely low reviews online. We asked for another option and were referred to another, more reputable, service. The technician came out, confirmed that the broiler is non-operable and not fixable, and also indicated that the oven is broken and not heating evenly because the parts are failing due to age. The technician indicated that the oven cannot be repaired due to the fact that parts are not available and that replacement would be the only option.

When I had a claim for the garbage disposal, I thought the contractor was gonna use a new one, but when they came, they just fixed it up. Still, the technicians were punctual so, it was great and they did a good job. They were amazing. I have had HMS for two months and a half and they are very efficient. I’m satisfied because when you call them, they always pick up your call and they are always ready to help you.

HMS did three things for me. I had an issue with the blower on the heater and they came out and fixed it. It was 100$. I was very happy. The last thing they did was my toilet. They fixed it too and it has been working fine ever since. I normally call to submit my claims. I like to speak to human people. But, when I did the toilet, I got online. They recognized my email address, and then I put my password. I also called that time and they recognized my phone number. I've talked to some other people who wanted the same kind of service and I suggested HMS to them.

We've been with TotalProtect for at least over 11 years now and I usually submit my claims over the phone. Everything has been fine and I always get an answer. I've also never had a problem with the contractors that they sent out. My most recent claim was just less than a month ago. The contractor was supposed to come out the next day, but he came out the day after.

When I filed a claim for my pool heater, HMS Home Warranty's rep was very professional. My son said that it worked out great with the tech who came. I ran the pool heater a couple of weeks after and it was fixed and I'm happy.

When a contractor came out for my air conditioner, they told me what the problem was. But they had to get something and come back in two days. They did and fixed my air conditioner. You never know when things are gonna happen and I figured it would be best to have a home warranty. Everything is working out great with TotalProtect. Every time I have a problem, they take care of it. And the people that come out are always good and take care of the problem so I’m very happy with it.

My AC went out on my third day living in the house. In Texas, it is 95 at night. The tech sent by HMS came out, went right to where the problem was, and fixed it within five minutes. He was awesome. I’m glad they sent somebody out that didn’t have such a thick accent that I couldn’t understand them. He was clean, and professional, too. I’m gonna have them come back out in January and give me a whole new unit because they told me it is not going to last very long.

I had HMS for four years and it has been excellent. Submitting claims was perfect. I had a little bit of choice as far as the contractors that have come, and I’m very happy with it. I just wish the service was cheaper. I’m going to independent living now, and I just sold the house and had the warranty transferred.

We went without a refrigerator in our downstairs for about three months. Over six weeks, TotalProtect was supposed to get the compressor for it when the compressor went out, and we had already been without it for a week by the time they figured that out. They couldn't get the compressor for it for that long. It had to do with the company they’re getting all their parts from, which is one company and so, restricts them for how soon they can get it.

I got a home warranty because of the age of my home and I have had no issues with HMS as far as submitting a claim. However, the contractors are very slow in response to a problem. Depending on the problem, it can take up to two to three weeks for somebody to come out. That could also be an issue locally as far as the availability of contractors to do the work - there might be not enough people going around. Other than that, I’ve had very good luck with the contractors representing HMS. Their work is absolutely top-notch.

HMS was recommended by a friend and I've had several claims. This is the first time when the coverage was not explained clearly and so, the printed material should be clearer of what to exclude. The representative I spoke with on the phone was polite and clear but when I had a question about whether something was covered, he said it was not although it should have been. It was a broken handle on a faucet and I would consider that part of a plumbing problem but HMS does not. Still, the technicians that HMS partners with have been good and polite, and the gentleman showed up quickly.

I’ve had 2-10 for years on my other home, and my realtor said that he felt HMS was better because you could actually get ahold of somebody and talk to them. And so I tried it. I had to use my HMS warranty right off the bat, and it worked out good. The contractor was nice and polite. He didn’t have a know-it-all attitude. He was very easy to talk to, that if I had a question about like why did it do that, or will it do it again he answered my question, and explained it to me. He seemed to know what he was doing because he seemed to know what the problem was. He was determined to find out what the problem was. He looked at one thing, couldn’t figure it out, then he figured it out and found the problem. So, I was happy with that. He had to get a part and then came back and took care of it.

We placed a claim for our furnace that no longer was blowing hot air. Placing the claim was easy and a service provider came out to assess within 24 hours. The service provider made the determination that we need a unit replacement and it is a fire hazard that cannot be ran, and sent the report to HMS. This is where the trouble began.

My claim went smoothly. When you have a complaint or something is broken, you just call them and what they do is they send somebody out and then they assess the claim, and you pay $100 for that. And then if it’s under the warranty, they will repair it. They were pretty go so far. They did a decent job so far.

We've had HMS for 16 years. I feel like submitting a claim has gotten a lot more complicated than it used to be. Just this week, I had to call in. I tried to do the claim online, and it wouldn’t work, so I had to call in and do it over the phone. It was a plumbing claim. I had more than one plumbing thing, and it wouldn’t allow me to submit more than one for the same ticket. The rep I spoke with had to cancel the claim that I initially did online and start over. She was perfectly pleasant and got everything done.

This is a swindling operation. They will cover worthless repairs under the value of the deductible, but will reject any repairs that go over that value even if they need to lie on the reasons for the lack of coverage.

I've had good experiences with the service contractors that HMS sends out. There'd been a few follow-ups and the quality of their work is good. Submitting a claim with HMS has been fine so far. I had a question last time when I replaced my air conditioning system. I had some questions after the installation and the provider was very responsive. I may still have further questions with the provider because I was having some issues with the electricity in the house. One of the system was running full scale. And then the provider recommended some kind of button to use up 50% and it was good enough. But now, it's getting too cold. It may have been differences with the electricity system. So I may have to call HMS to deal with the electricity issue because it's not an AC issue. I still recommend HMS.

Our last claim was for a garbage disposal. The customer service initially gave us their old information. I called the vendor and online there was a different number, they quickly confirmed the new number and the new address and apologized. So, everything was fine. The vendor came out, did their job and were efficient and very professional. The price has gone up since we’ve had it, but we’ve had it for a few years. It’s time for a discount now.

taking too long to dry clothes.rep came to service the dryer and found that the dryer vent was clogged and needed to be cleaned...referred to a pro who did this work...called the pro and he cleaned the vent and replaced a few things and now the dryer is working great...less dryer time and less gas used...

We haven't been with you long but we have been very impressed so far! We had one service call - for our home heater. Guy came. Said we needed a new part. He'd return tomorrow and replace. He did at appointed time. We paid him our share. Everything went smoothly. Heater works fine now.

Recently we had to get our Garbage Disposal replaced. We placed our claim and had a new garbage disposal within a few days. We had an HMS Home Warranty since we purchased our house in 2006 and it was by far the best investment we have made to date.

I have always had my call answered by the Home Warranty company. The people on the other end of the phone had always treated with me very well. Follow through with what I was asking for and got my appointment as soon as possible. And the job completed

We had a water leak coming down the kitchen ceiling. We received no response for 48 hours. We had to call a plumbing company to check the source of the leak. It turned out to be leaky faucets in the master bedroom. Luckily these faucets have shutoff valves that were turned off to stop the leak. After almost one week they sent a service man who did nothing but informed Total Protect of the issue. The claim was denied as faucets are not covered in the warranty!!!!!

Glad we had total protect as our company

I called HMS for some plumbing problems and their rep took my request then gave me the name of the company that will do the repair. Their guy came in and did what he had to do, but he wasn’t really personable. I've been with HMS ever since I bought the house, about 20 years ago, and I have had other people come out who are a little friendlier. HMS has taken care of most of the claims that I submitted. I had some appliances that we had an issue with, but I got it resolved.

HMS was the one offered by our realtor, and we've been having their service since last April. We submit claim online and it is fairly easy. Their techs have been good, too.

The vendor Aire Serv, was timely, very efficient, friendly and seemed very concerned.

Washing machine drain backing up, water was getting into the wall and causing damage to the area and game room. The technician diagnosed the problem and proceeded to run the rooters through the drain pipe and then he tested the drain and the blockage was removed.

I had to have water heater replaced. But it also needed upgrades of over $1000. I was trying to figure out how to pay for it all. I wasn't aware I had the package that covered the upgrades. Totally worth the money I have paid to keep my household with water.

I am happy with the outcome, but the process of getting there left something to be desired. Your telephone interface is hard to deal with. Lots of static on the line, especially when calls are transferred (and they kept being transferred). The Service Partner I was told to call did not return my call. When I tracked them down they said they no longer worked with Cross Country. I am happy with the replacement stove, but did not expect to have to find someone to install it myself.

If you are shopping for a plan to provide repair service coverage for your existing appliances, do not waste your money on the Sears Home Services plan underwritten by Cross Country. The advertising claims to provide repairs to all appliances, regardless of age or where they were purchased or they will be replaced free. Don't believe it. If you have a problem that requires skilled diagnostic services to identify the problem part, then this is not for you. They can only fix the obvious and you will pay $75 for the first visit. They will come back a few times for the same problem, but if they can't fix it, they will just blow you off. They will tell you their boss says they're not making any money. They will tell you that you need to find another provider.

I had two claims with HMS, and the first technician was okay but the latest one was super. He came out and spotted the problem immediately. My experience with HMS has been good except for the email that was coming after I had already arranged everything. It said, "You need to contact us to renew it." Somebody just didn't look hard enough to see that it was already taken care of. Also, once in a while, it's a little hard to understand the people that you're talking to, but that's everywhere.

I had two calls with HMS for my garage door, and though one was not covered, I got a $100 discount anyway because I went through them. The spring was busted and they got me the right kind of people to take care of it. And then, about ten months later, the capacitor went out, which was covered under warranty so that just cost me 100 bucks. So, I was happy. Either way, it was easier than me trying to figure out who can come and fix my garage door. And I had the same tech guy twice.