Cinch Home Services Reviews

I've gotten very good service from the companies TotalProtect have sent over to repair before. The only problem was with the air conditioning. For the past three years, all they do was come over and fix it, which would last maybe a year, and then it starts all over again. It's been on and off, but I really don’t pay that much attention until the problem arises. That’s when I would call them up and within a day, they'd be here.

I have been with TotalProtect for five years and I’m satisfied. They fixed most of my stuff and they have great customer service. My dishwasher was not fixed because it had consequential damage and I would like a bit more coverage and options. Also, if I go and schedule an appointment by default through the website, they regularly employ providers that are not good. The people are not happy working with this provider that has a very bad review. I always check the providers to see their review but when I call and ask to assign another provider which has a better review and better reputation in the area, I’m spending time.

I feel that service providers used by HMS need better understanding of the guidelines used to process a claim. After my latest experience I was very disappointed. By the time they were done and the amount of parts put into my range, a new one could have been bought for just a few dollars more. They did not get authorization to proceed with continually ordering parts and had issues closing out the claim because of that. One tech blamed the other and vis versa for issues. Not happy with the amount of time I had to wait for them - could not get a time frame other than 8A-5P, and the number of days wasted waiting. In total they were here 6 times over a 2 month time frame. Time I was unable to use my appliance and even now am leery using it. Yes I would recommend HMS but not their subcontractor on these appliances. (Sears is not very easy to deal with!!! And has no regard for a customer's time.)

Well I had an issue with my toilet. The back seals went and leaked all over my floor. Servpro had to come to do water mitigation. I contacted HMS and they called a plumber. When the plumber called me I told him they had to do water mitigation first and they agreed, asked me what happened and I told them. They said I would need a new toilet and Servpro should just take it with the rest of the mess. I called HMS with the bill of coverage up to $1000. They told me they would need an invoice in the first email. Next email they needed proof of payment. Next email they wanted exact location, next email they wanted a picture, next email they wanted proof I paid through my bank....

Couldn't be happier with the level of service I have received when there has been a need to utilize the warranty service. A+++ across the board from Customer Service to the companies performing the work! Professional, courteous, timely and comprehensive are some of the words that come to mind when dealing with Total Protect. I have had nothing but peace of mind since I signed up with Total Protect almost 9 years ago.

I was very pleased with the technician from Sears Home Services. He arrived on time, completed the installation of the blower motor in my A/C unit which has continued to work without interruption. I would recommend Sears and the tech person very highly.

My sister has TotalProtect, and I asked her about it, so I signed up for it. We've had the coverage for about 10 years now and our experiences with them were wonderful. Everything went really smoothly. On our last claim, I called them due to the air conditioning and their reps were great. They handled everything, told me what to do and gave me the person to call. The technician who came was also very nice and helpful. He put Freon in it and it worked for a while, then in a little bit, it quit again. We had to call back, and they sent him back out. He had to change the unit out and put in a new one. Everything has been fine since. I'm thankful that we have TotalProtect. We like it really well. We've had several claims of different things and everything has gone okay.

My air conditioner was not working well and it’s been in the 90 degrees for the past 100 days. The first time I called TotalProtect, it was way above the set temp. They sent this guy whose truck is down the street from my house, and he did something that didn't work. So, I called back again a few days later, and another guy was sent. He worked so hard and I was so sorry for him ‘cause he was soaking wet when he came in the house. It worked a while, but later on, it stopped cooling.

I've been with TotalProtect for nine years and the biggest thing I have with them is that in emergency situations, they're not handling it as an emergency. If my air conditioner goes off and it's 99 degrees, I need somebody to come and take care of it. When they have older people whose heating goes out in the winter or in the summertime when they need air conditioning, waiting a week or two is not the solution. Also, if I call on the weekend, it's hard to get someone. Then, it's up to the air conditioning company to say when they wanna come. I'm at their mercy. But once the technicians get here, they're okay. It's just a matter of getting them there and how long it takes them. My latest claim with TotalProtect has been wonderful though.

It took over a month in August to replace the unit. Parts took too long to get here. We have kids who had to suffer from the heat, the repair company was helpful as they could be and installed it right away.

I filed a claim online for my refrigerator since the icemaker wasn’t making ice. The technician who came to my home was awesome, very professional, and very courteous. He took care of the problem that day as he had the parts with him. Since then, everything is working okay. I've been with TotalProtect for a while and my claims experience has been awesome.

We submitted a claim with HMS online for our dishwasher which was not working. However, the contractor had terrible customer service after the initial visit. They ordered a part and they didn't call us back so I had to call them back, and then they were able to schedule us. It was a month between their two visits. But the actual people that came out were very good. Everything works well now.

TotalProtect is doing good. I've been with them for 13 years now and the only thing I'm dissatisfied with is the deductible. I know inflation goes up, but it was $50 when I first got it and now it's 125. Other than that, my direct interactions with them have been good and processing a claim has been very easy. I only used one guy, Sam with Atlanta Heating, and they do an outstanding job.

HMS Home Warranty came with the house. When I submitted the AC claim, it was take care of promptly -- I was only without the AC for a day and a half. The AC is now working. I have used this warranty company for my disposal, too.

I was told my AC unit replacement would be covered by the warranty but a certain amount. I agreed to pay that amount and sent in my claim. I was refunded thousands of dollars less than was told. When I disputed this, all they said was "sorry that wasn't communicated to you, nothing we can do about that". Now I'm out $4000.00 for a lack of communication. GET EVERYTHING IN WRITING. I also had trouble with the billing department when I renewed my contract before AC unit was replaced, they never charged my credit card for the monthly payments. Then they decided 3 months later to send a bill for the total of the contract.

I have worked with many companies and other home warranty companies before. HMS is by far the most incompetent company I have worked with. We did not receive timely service, we could not find a technician who would even work with them because the costs are so out of line with reality, no one ever followed up. We always had to call, the customer service reps did not know the processes, they couldn't even figure out what plan we had, we finally received contact information and then people who were specifically supposed to follow up and never did, we were never on the phone with the right department.

I’ve had some good and some poor experiences with this company. I’ll start with what I like. The claims process is fast and easy and can be done online. The claims are approved quickly and a technician comes out promptly within a day or 2. The quality of the work that has been done has been good. Now for what I don’t like. I’m the last few months I’ve had claims for my washing machine and my dishwasher. The washing machine came with the house and is very old. The technician recommended replacement as it needed a ‘complete overhaul’ in his words. The company deferred replacement and opted to order parts and fix it.

I’ve always had a home warranty. There are several of those warranties out there but I liked the online reviews for HMS. I've been with them for four years and it's super easy making a claim. It’s all online and they would give me the phone number to the vendor in a matter of seconds. It’s very painless. So far, I've never had an issue with their contractor. Their professionalism has been excellent. I recommend HMS all the time. If there was a problem, they would always fix it. It has been a great experience.

Cross Country's tech was very professional. He was a nice guy and fixed my microwave very quickly. He got the part and everything was taken care of beforehand. Overall, Cross Country is a good company. They're better than my previous provider.

Air compressor. Outstanding service, quick and on time. Customer friendly. The service advisor was attentive to my needs. The service advisor was timely and courteous. I was happy to see that this young man enjoyed what he did and stood behind his findings. Very please with the level of service I received.

When the garage door quit on me, HMS Home Warranty had more than one company come out. It ended up working out, but it took a little longer than what I had anticipated. The first company took about five minutes to diagnose the problem, then they ordered some parts, but there were some issues with the communication about when they were supposed to come back out. HMS ended up sending out another company and the second company was amazing. The tech was great to work with and he had the issue fixed in under an hour. I would use them again in a heartbeat. Everybody from HMS that I’ve worked with so far has been fantastic as well. Plus, submitting claims online was pretty easy.

It was very easy to do a service request with TotalProtect. I had a problem and I called, and they took care of it. They took information, and the next morning the people were at the house fixing what was broken. The claims reps and techs were very professional and courteous. The inside of the bathroom knob in the front room had stripped. The water was running continuously and they had to replace the inside and fix it. The tech brought the part to me, showed and explained to me what it was and said, “I need to run to Home Depot to get this part. I’ll be right back.” And then, he gave me my work order. It was good when the technician left. That’s been two months ago and everything is fine. I'm very pleased with TotalProtect. I would highly recommend them to a friend or a family member that are looking for a home warranty.

When submitting claims with TotalProtect Home Warranty, I make a phone call and get a recording and it all just works. Then, they contact me through email, tell me what to do, and I do it. Just this summer, I’ve had claims for both air conditioning units. A capacitor went out on one AC and it wasn’t cooling. The other time, the AC got hit by lightning and stopped cooling. So far, the techs have been great. I’ve been with other home protection warranty companies and TotalProtect measures up and succeeds. I’m real happy and pretty satisfied with them.

I like TotalProtect. I learned about them through my credit union and I looked at other companies as well but I went with TotalProtect because their price was good. Submitting a claim with them is also very easy. You submit your claim and the people come within a few days and fix your stuff. Usually I call in to them when I have a claim and I don't have any problem with their reps. They seem to get somebody out right away and everything is taken care of. They're friendly and professional, too. The techs who come out are very good as well. They know what they're doing.

If you’re a homeowner and you have things go wrong, some of the cost could get really crazy. I’m retired. And when you’re on a limited budget, you gotta figure what you can and can’t afford. So, the warranty made sense. I was researching home warranty when we bought our house, and came across TotalProtect. I did some research with some friends that had it and did some checking, and went ahead and bought it. I've submitted a claim with TotalProtect over the phone and online, and everytime I’ve done it, it’s been fantastic. All the contractors that I’ve had through TotalProtect had been great. They had been very understanding, acted very quickly, did the job and were very professional.

I'm a realtor and I sell HMS warranties to a good majority of my clients. They are the preferred warranty company of the company that I work for. We dealt with others in the past but HMS works really well for us. Their product has been superior and we've got a good rapport with their sales manager. I also have their warranty in my home, my in-laws' home, and my daughter's home. Their reps always ask, "Who may I have the pleasure of speaking to?" which is always nice to hear. People in their position don't often get the nicest people on the other end of the line, but they're always very nice and professional.

We had a home warranty when we sold our house and when we bought this house, we thought it would be a good idea to get one for peace of mind. The process of submitting a claim with HMS Home Warranty is easy and way easier than the phone system. I go online and I just click on what the issue is and file it that way. Some of their contractors are really good and some are okay.

My central air stopped working. I filed a claim online. I had an appointment within two days with Emergency Maintenance Company. They came to the house, assessed the problem and fixed it. They were professional and nice and had my unit up and running in 30 minutes. I am very pleased with my home warranty and with the people at Emergency Maintenance Company. I will recommend both of them to my friends and family.

I have a contract with them that I purchased as "Sears Home Warranty" that covers appliances. I placed a claim for a refrigerator repair. In summation, 5 service calls on-site, 42 phone calls, hours on the phone getting the runaround to the point of absurdity and a total of 9 months timespan and I still have the same problem with my refrigerator. They have not followed up with one commitment they have made. I even submitted a Google review and they answered that they would like to follow up on my poor review so I sent my info to the email they gave me...surprise, never heard from them. DO NOT DO BUSINESS WITH THEM!

Filing a claim with TotalProtect is a smooth experience and although the service depends on the contractors, by and large, I haven't had any issues in that area. My most recent claim with them has been very good and things have been working normally since the contractor came. I would recommend them.

I bought my house through a mortgage company and they told me about HMS. I went with HMS because that was what they preferred because that is one of the better ones, so I didn’t argue. Submitting claims have gone pretty flawless. I called to submit a claim for an AC unit that stopped working and that went very smoothly. The rep I spoke with was very pleasant and the next day, a guy was out to fix the issue, which turned out to be the capacitor. He was very wonderful. He even checked the fluids and did a few extra things I asked him with no questions. I was surprised with HMS. Most of the time, you hear bad things about some of the companies, but HMS is great.

I researched about TotalProtect and decided to go with them. It’s been several weeks ago now that I filed a claim. We talked, and got the repair scheduled, and everything went as good as it could have went. It was late in the day when the contractor got here and it was raining. It was hot and it was nasty, and they never bothered them out. They jumped right on the problem, fixed it and never looked back.

I filed an online claim with HMS Home Warranty when my garbage disposal was leaking and the process was fairly easy. The garbage disposal was replaced and my husband watched the tech do it. Apparently, it was easy to do. But initially, it wasn't super clear to me that I had to submit a claim before I had work done because the packet that they sent when I signed up looked like a brochure and it was really easy to throw it out that way. So, I had some other work done that would have been covered, but I didn't know that that was the process I had to follow so we ended up paying out of pocket. It was not a huge deal, but it was a little confusing for me to begin with. Other than that, I would recommend HMS.

I have been filing claims online with TotalProtect and I haven't had any problems navigating their site. They send out a technician in one or two days and so far, I've been happy with them. But the last people who came out for my garbage disposal didn't take checks and if I use a credit card, I had to take a fee, which I felt was totally wrong. They wanted cash which was very tacky. Still, the quality of the work has been good.

I talked to a friend a couple of years ago who used HMS Home Warranty and I also got a warranty from them. I own an old house and getting a warranty was a good idea because things were liable to go wrong. And I’ve been right. Submitting claims with HMS goes fast and is not a hassle. I tell them over the phone what the claim is and they give me the number of the repair shop. I then have to call the repair shop and set up the time. The techs have also been very good for the most part. When I had a problem with my refrigerator's icemaker, I had to use three different companies and unfortunately, the first two couldn’t fix it, which was a bit troubling. But it worked out fine with the other people who came out to work on my whole AC system.

I’m pleased with HMS Home Warranty. Thus far, I have no complaints with everything they do. Usually, the reps would bill the service, but I've resorted to making claims online since it’s easier for me. Their technicians have been great and when they have to replace things, it has been fine.

I wanted to make sure I have someone to call when I have problems with any type of appliance or whatever in my home, and my friend referred me to TotalProtect. My friend had no problems with them, so I assumed I wouldn’t have any problems either. But initially, I had problems with some of the reps. I would talk to them and it wouldn’t be nice and they gave me a name that wasn’t even the right name when you call it up. But that was in the distant past. Also they went up on my rate. I had a few claims last year and they went up on my deductible. Sometimes you have a few things that go out around the same time. And sometimes you go for years and don’t have a problem, but as soon as you take that year, it have multiple claims that go off. So, I didn't like that experience. But other than that I've had no problems the past two years. I would recommend TotalProtect to a friend.

This is the biggest scam out there. DO NOT BUY A WARRANTY WITH THIS RIPOFF COMPANY. Nicholas the customer service manager is rude and completely unhelpful. I am posting this review to save you a lot of frustration and wasted time dealing with incompetent morons. BEWARE!!!!

My experience regarding establishing a service request was very good. However I called back with an additional question, and was advised that the information I requested was not available to customers. I was told to call my service provider and have them call HMS, to get the answer to my question. That seems ridiculous. I pay my premium each month plus a deductible, why can I not receive answers to my inquiries? My question was: is reconnecting a dryer vent hose covered under my plan?

Aside from the high deductible and annual cost of the service, they are extremely picky with what they actually cover in the policy. I had an Air conditioner leak in the house... wouldn't cover it. I had my garage door go out... wouldn't cover it. Better to save the money you would have put towards the policy in a bank account for a rainy day. That way when you get an unexpected surprise in your house you don't get another one when your warranty company declines to help.

When I submitted a claim with HMS Home Warranty, the customer care rep that took the call was professional and efficient. She almost didn’t have the answers and was a bit short, but she did what she was supposed to do. The contractors were great. They kept me in the loop a couple of times during the day and they finished the work in good time. It was a very good. I couldn’t have been happier.

So far, everything is going good with TotalProtect. There was a little confusion with the last repair thing I had done on my refrigerator because they didn’t interpret it correctly, and then it took a long time. They ended up covering it and getting the part, but it took weeks, which I wasn’t real thrilled. It took that long that I was without a refrigerator. I think it being the refrigerator, they should have responded a little quicker or moved a little faster on resolving it and replacing it. Having to go several weeks was a bit much to ask someone to wait for something like that.

My son lives away so I basically live by myself I have insurances on just about everything and I got TotalProtect warranty just to keep me from having to bother people when I need assistance. I call in whenever I have a claim and so far, my interactions with their reps have been fine. The only unique experience I've had was when I called the Sears people. They didn’t charge me anything because the appliance was new. And so, I didn’t have to give them what I usually give the technician when they come. Everything has been done very well to my satisfaction. Now, my son who used to go on YouTube and ordered everything from Amazon to fix his appliances now has a TotalProtect policy.

I did a claim last year, which was okay. But I did a claim this year and it was not okay. Back in July, I called HMS Home Warranty for an air conditioning problem. The unit had gone out a month after I had it installed and I had gotten stiffed on the unit because the company went out of business. The unit was still under warranty, but I had no way of getting in contact with the people, which I kept calling. So I called HMS to see if they can at least give me some relief.

I’ve had TotalProtect for a long time and the experience has been good except for one claim. TotalProtect wouldn’t cover getting the furnace replaced because the service company installed it incorrectly and didn't take out the fire vent. And you weren’t supposed to put a fire vent on that furnace and they didn't say anything about it to me because the furnace wasn’t rated for a fire vent that they put in and yet they installed it.

The guy that HMS sent to fix my HVAC was a very nice and competent guy. But he had to come back a second time after I called HMS because we thought we had it fixed, and then it went bad after he left. The unfortunate timing is they only come to this area for air conditioning two days a week so he had to wait a week to come back out here. It was during the hottest period at the time, but that wasn’t his fault. He went over and above what he had to do because of the location of my compressor. I was totally satisfied with him and I'd recommended HMS.

HMS Home Warranty sent out one company when I submitted a claim for my dishwasher. It was really easy to set the thing up. When I talked to them, they were very nice on the phone, responsive, friendly and resolved the issue. The first time, the service provider came quickly. They were supposed to call me back because they said they needed to order a part, but they never got back to me. They said it could take up to 10 business days, so I waited for two weeks and nobody called me. I started calling around and had to play detective to find out that I needed to call another provider. He was out a few days ago and now I’m waiting for another part because he said he saw something else wrong with the dishwasher. Maybe the first company wasn’t able to figure out the real problem because he said that they never reported back to HMS what the problem was.

Our older HVAC system has had a few issues over the last 3 years, but HMS has come to the rescue each time! Vendors have been fast and friendly, and we've been more than satisfied with the work performed. If you are buying a resale home, I would strongly recommend having a home warranty from HMS.

Sometimes, it takes a while for the mechanics sent by TotalProtect to get here. Like the last claim, it took them a week. But it was the summertime and everybody’s busy. When my air conditioner was not working they thought it was one thing, but they put some Freon in it, and then, they came back. That was on a Friday. They came back on a Monday and found out what was actually causing it, and they fixed it. So far, it’s working fine.

My husband and I are both real estate agents, and we’ve had a lot of buyers that have used HMS in the past transactions that we’ve done over the last 12 years. I usually submit a claim over the phone and the reps give us a window of time when they put the contractor in contact with us. In the latest instance, we had an issue with the air conditioner. Within 24 hours, we were contacted by the contractor, they came out, they fixed it, and everybody’s happy and moved on down the road. It was all good. Overall, it seemed like any time we had an issue, it was resolved. We recommend HMS. I tell people, “This is what we have on our personal home. And we’ve never had any issues with HMS at all.”

Submitting a claim to HMS Home Warranty has been simple. When I called them, they had a whole automated process. They gave me the name and number of a local vendor here who I called. The vendor came out and I paid my deductible to them. And then, they had contact with HMS and they figured everything out. The interaction with the tech was good but the interaction with HMS could be improved as all contact came through the vendor. They would talk to HMS and they would tell me what HMS was gonna do. It would have been nice to get a phone call from HMS and tell me what they were gonna do.

The lady that I bought my house from was a member with TotalProtect, and she was very satisfied with them, so I just rolled it over. I liked it when I do my claims over the phone with a person versus doing it online, just because of the information that they need and having to look for it. When I did it online, I got one kind of confirmation back, and then when I actually got a firm confirmation, it was a different company. That was the online experience that I wasn’t wild about. But overall I’m very satisfied with TotalProtect. The tech they sent diagnosed the problem and did what needed to be done to fix the problem. My monthly fee is also reasonable. It doesn’t hurt my pocket. When it started out, my copay when somebody came out to work on something was a lot less. I like that better. But times change. Prices go up.

Unit running but not cooling. Was low on Freon and needed a new coil. Service rep sent responded quickly, arrived when he scheduled. He was neat, clean and courteous. He was able to quickly diagnose the problem and get unit to begin cooling promptly. He then went beyond that to diagnose the reason for the Freon loss and schedule with you the part replacement. When he returned to install the new part he covered the walk area to the system assuring the carpets and floors were protected and cleaned up the work area completely on completion of the repair.

I have had this extended warranty on the past two houses/5 years. It is an excellent warranty and I make sure to keep it up every month just in case it's needed. Is definitely worth the money. Some things they have covered and some things they have not but it's definitely been worth it price-wise for me and my family.

Not only have they stopped covering the basics - a plumbing leak, speaking to a real person is impossible. When you do manage to get a repair started, no contractors want to work for HMS. Communication between HMS, contractors and homeowner is a joke. Worst. Warranty. Ever.

My air conditioner went out and the same day I called. They gave me a number to call and they were here in an hour to fix it. It was something quick. Within a half an hour of their arrival we were feeling cool air once again. I rate them 5 stars.

HMS provided us with a local contractor who came out and repaired our unit in less than 30 minutes. The contractor was even great enough to come out on a holiday. It was 90 degrees and we had no A/C and a baby at home. Work was done promptly and professionally.

Refrigerator bought in Spring in 2018 new. Went down for 4-5 weeks in May 2019. Failed computer board. Down again Sept. 2019. Hours of phone time to get an initial service visit. 2nd opinion required for the repair, in almost 2 weeks. That's just to get someone here to look. Add more time if they order parts, and then reschedule another tech to the house. Was told that they do not have enough network techs to do the service calls. My case is elevated to emergency with 7 children in the home, wasting money on food loss, can't keep perishables in house, and their since of emergency does not compute with me. My experience and opinion is that this is a low quality poorly operating warranty service program that does not have enough techs. The way this is going...I should have never bought this warranty with Cross Country/Sears.

HMS Home Warranty is a solid service. So far, they’ve been responsive to any calls for maintenance and their fees are low. Submitting claims to them has been straightforward for the most part. Sometimes it would be better to speak to a representative over the phone instead of using the online portal. But it’s convoluted on the phone to get to an operator. The last time I tried, I was trying to cancel a service and I had not been able to get through to them on that. As for the technicians, they have been knowledgeable and professional.

TotalProtect was already with my home when I purchased it. I've been protected with TotalProtect since 2010. I never had a problem when submitting claims. I haven’t had to submit a lot of claims, but whenever I called, they had somebody usually out the next day. I had a claim once for my water heater that wasn’t producing hot water. I had a claim for my refrigerator when the icemaker wasn’t working. Then, I had an air conditioner claim, and it was a big one. They kept coming out and would keep replacing the parts, and my father ended up purchasing another one because my unit was very old because my house is older. My house is from 1990. I've had my air conditioner replaced in 2013 and they did come out to fix it right away, and the guy was able to do it, which brought the bill down. And then, it stopped cooling.

HMS Home Warranty has always responded well, but I can never get a person on the phone. It’s always automated, which I’m not a big fan of because sometimes it doesn’t send you to the right places. I’d like to talk to a person sometimes. It has been years, but when I talk to them, they’ve been nice. A couple of years back, Lowe’s came out and I asked to never have them come out again. But the air conditioner person and the refrigeration person were good. Plus the people I’ve had for other stuff have done wonderfully. The only thing that HMS isn't good at is when it comes to the end of the year and I need to renew. They don’t give me much or remind me. I almost forgot a couple of times and had to switch over, which I didn’t like. But I've already recommended them to friends.

TotalProtect Home Warranty has been reliable. They help us a lot. Their online process seems to be thorough and there's usually a quick response. The reps I've spoken with answered my questions and they resolved the issues. The technicians who have come to our house were very responsive and very professional. They recommended local guys. The latest claim I filed with TotalProtect was for a refrigerator. The ice wasn't coming out of the icemaker. The tech came by to assess it. He had to get a part, came back and it was finished in less than a week.

I have been without a washing machine for 5 weeks. Every person I speak to at HMS tells me something different. The people I have spoken to are completely incompetent and speaking to a supervisor is practically impossible. Each person I talk to just tells me what they think I want to hear to get me off the phone. I have wasted countless hours on the phone, on hold and waiting for deliveries that never arrive. Worst customer service I have ever experienced!

HMS warranty response was good. We had 3 service requests (all HVAC). I don't think the contractor would be one we would use again. He didn't fix the problem the first time so we had to make a second service request.

When I got my mortgage, I got a letter saying that my house is 25 years old and that it was time that I would want to probably carry this insurance. And that’s what I did. I’ve had nothing but good experience with TotalProtect and have told my family and friends about them. I have a friend who had them, and he’s never had a complaint about them. He said his air condition got fixed by TotalProtect. My nephew, on the other hand, when he just bought his house, the real estate agent bought a year’s insurance. When his furnace went out, it wasn't covered. I kept telling him to drop his insurance and go with TotalProtect.

I called a claim for my AC in, and the HMS Home Warranty reps were very professional. The contractor came in, looked at the issue, and ordered the parts. Then they came back after about three weeks to replace the whole AC.

Customer service at Cross Country was timely, appropriate and efficient. I usually, submit claims to them on the phone and I'm always given an expectation when I should expect my contractor out. The techs who come provide good service.

HMS Home Warranty was provided to us when I bought the house and since I had a good experience with them on the first year, I kept them. But HMS has gone downhill in their service. Typically, they have been very good about finding providers to work things but this last year was not a good experience. I had a recent claim that HMS managed very poorly for me and I went for a month without a working refrigerator.

There was a promotion for TotalProtect through the credit union, I got their warranty, and I've had them for going on 3 years now. When I submit a claim, I speak to somebody and then I have very good interactions with the technicians sent. 2-10 has very good service and I'm impressed by their quick response.

Each time I had an issue, it was taken care of by HMS. The last time was pretty great. I had a claim was for an air conditioning unit. It was 100 degrees here every day and they sent someone out on the same day. Also, the tech that came out was very knowledgeable. He listened to the unit and he was able to say what he thought the issue was and when he took the unit apart, that was what it was.

If you are looking for a home warranty company, don't pick Total Protect. They determined 3 weeks ago that my washer could not be repaired and would be replaced. I am still waiting for the replacement. Was scheduled for delivery yesterday between 11a-4p... got a call said the driver would be about an hour late... got another call at 7:30 pm said the truck broke down. Still no call today to reschedule ... don't know when they plan to deliver. Just waiting ... oh and no one at Total Protect seems to care... still waiting. As soon as the new washer is delivered and installed, I'm finding a new home warranty company. Total Protect IS THE WORST!

I was provided this home warranty with the purchase of my home a year and half ago. I have yet to have a repair take less than a week. This included an inside water leak that they repaired and then failed and the original contractor had to come repair it and it took the better part of 10 days for them to come fix their bad repair (we were emptying buckets of water every several hours). Another water leak and it was going to take over a month for someone to "be able to look at" so I found someone and they began the repair that day. I paid for that repair out of pocket and HMS reimbursed me.

We've used HMS for the last few months and have had 3 claims that went really well -- it was easy to make the claims online and the contractors did good work. We've been very pleased. However, with our latest claim (a dishwasher leaking water), using the website to make the claim has not worked for over 24 hours. When I finally tried to do it by phone, I had to talk to two different people. Both were hard to understand and I'm still not sure whether my claim has actually been received. So while I've been very pleased with HMS so far, this experience has given me pause and I'm still not sure how to resolve my issue -- would love some help!

My claim for my Straight Cool - Split System was initially filed in early August. I have had 3 visits to fix it. It was fixed the 1st time, but only worked 1 day. The 2nd visit said it couldn't be fixed. The 3rd visit said needs a new info panel installed. Now I need a company to come out and replace the unit information plate so that the repairs can continue. I have been happy with the technicians this is just taking too long in the SC summer!

I submit claims with HMS Home Warranty over the phone and my interactions with their reps have always been brief and to the point. Their contractors have been very professional. I feel good about the quality of the work they've done and I'm confident that they wouldn’t have to return. When my air conditioning unit had a leak, they did a minor repair and resolved the Freon. Everything has been wonderful since then.

I've been with Cross Country for about six years and so far, my coverage plan seems to be fine and have never had anything that was denied. If I have a claim, I normally call it in over the phone and they would give me a claim number. Sometimes, they’ll assign the repair person or company, right then and there over the phone. They’d tell me the name of the company and give me the phone number. They said that I can wait for the company to call me and so that it can hit their system. But if I don’t hear from them in a reasonable amount of time, I can call them.

I had HMS before and I liked the service. This is my second year with them. I do my claims online, then I double-check on the phone. Their online process is pretty fair, but it’s better to have an interaction with a person that actually tells you that the claim went through. They would also tell you about the time frame. Especially with a claim that is an emergency, a computer just says it takes it or not, while a person could actually do something more. Whenever I speak to their reps to verify, the experience is perfect.

It’s going fine with TotalProtect. It's very easy to submit a claim. Once you file it in, they get right on it right away. If I have something go wrong, I call them. I never had any problems with getting things done. The technicians were very nice too. But there was one thing TotalProtect told me that I was disappointed in. Other than that, they have a very good service. I was looking around, and I was with my bank transacting business one day when they mentioned 2-10 to me, and that was when I signed up with them. I have had them for years and years, and I never did use it up until about a couple years ago.

We've had HMS Home Warranty since the beginning of August when we bought our house. I was without a fridge for a few days and submitted a claim over the phone. The experience was good and the parts came in pretty quick. I also got a bunch of follow-up calls from their reps and they kept me informed, which was helpful. The contractor kept us informed and I was able to talk to him directly. I had a cellphone number, so it was easy. Everything has been good since the repair.

We had received good service under a Sears Home Warranty plan that we had for several years. In March of 2019 we had a service call on that account and the serviceman said that Sears was going out of the Home Warranty Business and that we had to switch to a new plan. He canceled our plan which was good until August 2019 and gave us a $100 Visa card to switch to Cross Country.

My washer has been out for three weeks now. Every time I call they say it’s with the research department and I will receive an email soon. It has been there for a week already!! They tell me I can’t speak with them because they don’t take phone calls. There is no manager or supervisor to speak with. I just have to wait!!! I will be canceling my warranty with this company after this issue is resolved!!!! Worst customer services ever!!!!

Every claim that I've called in to Cross Country has been handled pretty good, except one of them. My washer went out and the technician came out and discovered that the parts were obsolete, and that they wouldn't be able to find any because they checked. Cross Country made me wait between 24 to 48 hours because they wanted to do research on their distributors, and once they found out that the parts were obsolete just like the technician told them, then they offered me a replacement or a buyout, and I chose the replacement. But I had to go out and wash two different times, which was an inconvenience when you own a home and you have your own washer and dryer, and by taking the technician's word on that they would be able to get the parts and go ahead and process everything to get me my washer. But I got over that.

Since 2013, I've been using HMS Home Warranty and have them on automatic renewal. I used to call to submit claims. I hate dealing with computers and like talking to people. But they got rid of a lot of people and when I get ahold of a rep, I'm on hold a minute more, but not much. So I submit claims online now. Whenever I talk with a rep, the interaction seems to be good and I don't have any problems.

TotalProtect has been a wonderful experience. My clothes washer was leaking. We found out there was a cracked hose underneath the lid. They were right on top of it. And the company contacted me pretty soon after we made the claim. The technician was awesome. He did a super job and was top-notch. He was also friendly, very courteous professional, and kept us updated. He needed a part or two to replace the hose that was busted. We’re very happy with the result.

HMS finally reversed my claim from denied to approved (5 days on the phone) after I talked to a supervisor who actually wanted to solve my issue. The only reason I am changing my rating is because of Pamela - she was able to get me out of the hell I experienced and for that I am eternally grateful for that.

Water line repair. The company that we we instructed to use was great. The staff we talked to while filing a claim and scheduling the work, were all very professional. I would not hesitate to refer this warranty company or the plumbers that came to house to a friend or a family member.

I’ve had several claims with Cross Country. One claim was for my refrigerator, and they worked on it several times, and they finally got it fixed after about a year. But they kept getting new parts for it. And in the end, they got the right part after they replaced every part in the refrigerator. But when I had a claim for the trash compactor, they replaced it, which was good. Recently, I had trouble with my washing machine, and they replaced it as well. So, I’ve had pretty good service with them.

The experience submitting a claim with TotalProtect is very smooth. Communication is clear. Response is quick, and so far, both contractors are proven effective. They're prompt, show up when they are supposed to and know what they're doing, and the repairs have been perfect each time. I'm very satisfied. A home warranty seemed like a sensible form of insurance and I went with TotalProtect because of the neighbor's recommendation.

As I purchased some of my properties, they were aging. I heard about HMS Home Warranty through other landlords who have rental properties and I wanted to make sure I was covered with anything that broke. I got them and most of the time, my issue gets fixed. Submitting a claim is relatively easy too if you do it online. It's not as easy if you have to call them though. Still, I've recommended them several times. I tell others that if they need a home warranty, HMS is a good company to work with.

Submitting a claim with HMS is usually pretty easy. I do it online mostly. It's pretty quick. On the last claim, the service tech company called me within a couple of hours so that was good. The technicians have always been great but the diagnostic portion or figuring out what's wrong then finally getting it fixed tends to take a little bit longer than one visit.

My ice maker had stopped working and was replaced. The technician also serviced the water intake line. He did a great job and I'm very happy I can make ice again! My only complaint is that when tech pulled out the Fridge from the wall he scratched my Brand New Vinyl Plank Flooring in a 1'x1' area....

I came to know about TotalProtect through our mortgage company and I've had them for a little over a year now. I usually submit claims over the phone, which is easy, and the reps have been great and helpful. I'm happy with the calling process too. I had to have a plumber come out and someone for our furnace outside. I called one guy twice, so it was two different incidents, and the contractor that came out was helpful and professional.

HMS replaced the motor in our air conditioning unit. I filed the claim online. It wasn't a feature that they initially have, but since they've updated it, it's been much better. The contractor who came was fantastic. I filed the claim on Friday and they were out here Monday and fixed it that day. I'm 100% satisfied.

I've been using Cross Country Home Services for a long time. I make claims over the phone and they get somebody out at my convenience. I've only had one bad experience, but right away, they took care of it. I called right back when I noticed that they wouldn't cover my problem, and they sent somebody else out and rechecked what the other guy didn't do, and made it good for me. The only thing I don't like is the cost, but otherwise, I'd recommend them.

Some of the contactors that TotalProtect have are shady. They're not professional. They're answering the phone like they're answering the phone for their friend. And if they're a business, I would think that they would answer a phone like it’s their business, and not like they're talking to somebody on the street. So, that’s a deterrent for me. But the young lady that I spoke with during my last claim ramped it up because my air conditioner had gone out on a Saturday, and the guy came out and did a good job. It’s just he stunk up my whole, entire house. He has extremely bad body odor. I had to turn the ceiling fan on, just trying to get that smell out of my house. And their rate keeps going up, so I think this is gonna be my last year with them. My monthly payment, as well as my deductible have gone up. And I know I have filed a couple of claims. But overall, TotalProtect has been pretty good.

We moved into a condo and we wanted to make sure we had a warranty. It was a selling point and we bought the same on our home when we sold it. Submitting a claim to HMS Home Warranty was a positive experience. I called them and the interaction with the claims rep was good but I had a problem with the contractor. On the first visit, they came in and supposedly it was a quick, minor fix on a problem, but it didn’t help. I paid a deductible and then, within a day, I saw the temperature on the air conditioning was still not going down.

The job was eventually done very much to our satisfaction. My major complaint was that it took about four weeks to get the parts and there seemed to be no incentive in the process to take action to hurry the parts acquisition. With no incentive the process can be drawn out almost indefinitely.

Our AC unit has been down for over 3 weeks and our house has hit over 90 degrees multiple times. We have 4 fur babies that have been overheating, I’m currently deployed overseas, and my wife is deploying in less than a week and has been trying to manage our kiddos and prep for deployment while dealing with this AC issue. We figured 4 weeks out would be a sufficient amount of time to resolve the AC issue but apparently not with HMS. This whole thing has been an absolute nightmare and on top of everything, we were informed that our warranty (for whatever reason) didn’t cover the issue and we’d have to pay $1500+ for the repairs. I can’t quite wrap my head around the fact that we’ll still be dealing with this issue 4 weeks out from the claim and it still goes uncovered. I question the lack of timeliness of this company and its choice in who it endorses.

I have been please with this company.when i call they there best get the job done. Because I have sick people in my house and it is important to make we get the best company to come out and do the job right.

I've had HMS coverage for a rental property for over three years now. I submit claims over the phone and everybody has been really nice and helpful. They recently got a contractor out for something that I called about and they had to work with my time because I had to go there, since it’s a rental property, and I’ve been satisfied with the tech's work. I’ve called HMS twice, and everything was perfect. I want details, and they give me details. I watch everybody do everything. I’m there with them. I’m really happy with everything.

We've had excellent claims experience with HMS. We file our claims online, and it's prompt and they do what they say they will do. Their contractors come out within 48 hours and the technicians were very good. They're reliable and do what they say they're gonna do.

Everything went well when I submitted a claim with TotalProtect. They got it repaired without any problem and I'm very satisfied. The technician was very good. Where I live, they come from hours away and that’s the only problem. They tell you they're coming from 9:00 to 5:00 and they come at 7:00 at night. There's only one technician that covers about 100 square miles. He did what he could but there was not much he could do from where we're located. There are plenty of people in my area that did the work, but those are not who TotalProtect uses. But I would recommend them and I already have recommended them to someone who just bought a house.

My daughter had TotalProtect at a home that she bought a great number years ago, and we’ve had this plan for 10 years. We bought a brand-new home, and the home had a two-year warranty on it, on the home itself, not appliances. Then we heard about the home warranty and thought it was a good investment. Over the 10 years I've been a member, I've had an automatic garage door opener and a hot water heater replaced, and I've had the air conditioner literally worked on several times.

I called because my A/C wasn't working. Vince from Astro Heating and A/C came out to my house the same day. He was downstairs for about 30 minutes with a bunch of meters and told me the Blower motor was bad and would be back with the parts as soon as he gets approval. and the next thing I knew the warranty company said I was getting a new furnace. Vince came back to install it soon after and now the A/C is working great. Thank you!!

We have pleased with other repairs and your companies responsiveness . After several calls we did get a representative to take the time and effort to move this repair forward and we appreciate that.

HMS - PLEASE CALL ME BACK! (last name ** - zipcode 60084) I placed a claim with HMS in July when my water softener failed. A guy visited, I paid my deductible, and HMS said they would send a replacement. It is over a month later, and I am still without a water softener. Every time I call customer services I am provided with different facts. They will not provide me a single case mgr to help, or provide a supervisor. For the 2nd time now, they have set up an incorrect shipping address, so I will have to wait 3 weeks for HMS to be credited, before they can try again. I continue to ask for them to expedite, make an exception, or find a new way to get me the product I am under warranty for. They said I have to follow the process and will now be without a unit for at least 3 more weeks.

Dealing with this company has been a nightmare. They refuse to set up my account after title company sent them the money after closing (Title Company has sent money twice). Membership services drops your call. This has been going on since July 2019 and it's now September. If you're a home-buyer, realtor, seller and see this company involved, I would ask for a different warranty right away. Hard to believer that anyone would want to deal with these people.

The staring was not the best. It took several tries to get the claim started but when I did, it was a breeze. The service people came in and would not stop until the job was completed. It took several trips and different parts to get it done.

I'm impressed with the ease of making appointments with TotalProtect. I submit claims online and it's really easy. But some of the contractors they use, like the last one I had, weren’t up to par. The last one was for a fixture that was replaced in our shower and what should have been about an hour and a half job turned into an all-day job. The tech they sent out really didn’t impress me and I had to show him some stuff. And I’m paying for that. You figure if a guy would come out to your house, he would know what to do. The contractor got the job done but TotalProtect needs to improve the pool of contractors they pool upon.

TECH WAS PROMPT, COURTEOUS, CLEAN AND WELL PREPARED FOR THE JOB. ALSO PROVIDED PRE-ARRIVAL COMMUNICATION. REPAIR WAS COMPLETED QUICKLY AND WITH NO ISSUES. THIS WAS OUR SECOND SERVICE CALL WITH TOM **. BOTH WERE EXCELLENT EXPERIENCES AND WOULD HIGHLY RECOMMEND.

Cooling systems went out due to no Freon. So they had to come back the next day. Because the unit froze up. So now the unit is working good so far. Thanks for all your help doing this hot weather. I hope that nothing else will happen to my unit because I had to call several times. But not the same thing just different things had happen to my unit. So hopefully there won't be anymore issue. Am praying for that. So I truly thank you all.

I got a phone call July 19 stating my deductible I paid would be refunded. I to this date has not gotten my refund check. Service Order # **. I paid, but the technician could not find the septic tank drain plug so he did nothing but took my deductible and left. I paid out of pocket to get repairs done, which was told not covered by warranty so I was told I would get a refund $125. Have not seen the money. Got phone call July 19 stating I would get refund and to call if I had any questions. I did not call. Still waiting.

Appointment or repair noncooling refrigerator scheduled till 9/17. Took 3 weeks for appointment. First appointment was for 9/18. Was told Sears was the only Service would try to an earlier appointment moved up one day. Has not been repaired for review.

Air conditioning pipe was clogged causing tray to overflow ruining a ceiling area in my dining room. I had to go without air for longer because, even though someone was dispatched quickly, he did not examine the problem hardly at all and I was told I needed a plumber. The plumber was sent and upon examining the problem thoroughly, I was told I needed an air conditioning person. Finally when they arrived, delaying my repairs a few days, the unit was repaired. I was very appreciative that the same people who had repaired the unit previously were called and the same service person was sent.

The Unit was Replaced. Due To Compressor not working. After your Approval to replace the Compresor I received a New Unit in about a week.

We got HMS Home Warranty as part of the deal during closing and we’ve had it since February. We called our first claim in and did the second one online which was easier. We had problems with the sump pump and the shower handle. We did two different claims, but the guy said we could combine them online. I could find a place to do it so I called HMS up and they combined the claims. The contractor who came out was excellent and since the repair, the items are working. It was a great experience and the problem was solved.

My wife got TotalProtect a long time ago. I’ve kept it and I’ve been dealing with them for almost 15 years at least. They've been good to me. I call to submit a claim and they give me a number to call, and the people will all come out and do the job well. A recent a technician gave me quite a bit of information that I needed and I appreciate it. I’m happy with TotalProtect and I would recommend it.

We usually submit claims with Cross Country on the phone and wait for however long it takes for them to come on. We've had some bad and we've had some good contractors dispatched. Usually, we have to go through two or more people to get the right person. The first one will drag us on for two days saying they can't make it. Also, we had two homes with Cross Country and they just dropped us on the other home but at least, they hadn't cut off this one.

At the time I got TotalProtect Home Warranty, I thought it would be something good to have and so far, the experience has been good. And I haven't had any difficulties submitting a claim. When I submitted a claim for my stove, it didn't take long for them to let me know when a tech would come out. They had to order a part though, which took maybe a week.

The first claim we had with HMS was a nightmare. But the second and third claims were absolute joy and very easy. The first claim was on the phone. The second two were online and we got an immediate response and a confirmation number. And it seems like the system moves a little faster. HMS is a legitimate warranty service that you can rely on.

Very satisfy with Total Protect and the company that came The Montz Co to fix my air conditioner. Everyone was very professional and helpful and it was a very fast resolution to my problem. Customer service was excellent Will recommend to my family and friends

My hot water heater was in need of replacement. The warranty covered the total cost of the heater. I had to pay for expansions which are now required by law. I have a friend who is a plumber who advised to ensure that the updates were added. Prior to calling HMS, I was quoted $2,000 for the replacement. I am very pleased with the service provided.

Preventive maintenance was performed, my water pressure goes extremely low when you flush the toilet or someone else is running water. They identified the problem, they faced the notes to escalate to a work order two weeks ago and I still haven't heard back from them. I called last week and Alexander Plumbing said that you all haven't responded yet

Washer repair. I was very pleased with my experience with Total Protect. We were called not 2 hours after my call to total protect by the company that was doing the repair. They were polite and had the repair done in less than 10 minutes! I am so glad I took out my policy!

Air conditioning was broken. My daughter is paralyzed and can't handle hot or cold changes. AC was fixed next day. The people in your company were very nice to work with. They are great! Thanks so much! They were fast on the phone with me to get the problem resolved and they checked back with me to see if they could help any further.

It took three trips and two companies to get to the source of the issue with our A/C Unit. The first company came out and only replaced a screw the first trip and said everything was fine. He said it’ll take some time to cool off. Never Did!! Second time he checked the Freon and said it was low. Said he put Freon in it and that it should be fine. It was cool for two days then I had to put another order for repair in. This time they sent out Pro Source and it was like night and day. He check everything and said the Freon was low by about 2 pounds. He replaced the Freon and it took over three pounds, so I don’t think the first company put any in it or if he did it was minimal. Still working to this day, Thanks Pro-Source.

We have used this company for years and the past couple of years we have had a couple of issues. AC system inside handler, had to call for almost 2 weeks to get approved and wait for a new one and then had to pay all kind of extra fees. We had a hot water heater replaced, had to fight back and forth with them and finally after a couple of weeks, they approved and again had to pay a ton of additional fees. I checked with other companies and they said a lot the extras didn't even need to be done.

We have had this recent contract for about two months and our first floor HVAC failed. We are pleased to report that TP replaced the dead blower with no problems whatsoever. They have an easy to use website for requesting and tracking your work order progress. They assigned a contractor immediately after we sent in the request too. It took about a week for the new parts to be authorized [which is reasonable] and the whole job was completed within three weeks. We would like to wait for about a year before giving them five stars or another evaluation but as of now we are very happy with them and recommend them.

My air conditioning system completely failed. The main unit outside and the A-Coil had to be replaced. The first service provider ordered the wrong equipment and caused delays, but Total Protect customer service fools kept me informed Abbott time lines and status. They assigned another service provider and they were great and very professional. They got the unit installed and even stayed until after 11:00 pm to make sure the job wad complete and I was happy. A complete replacement of I paid for it pot of pocket would have cost me thousands of dollars, my home is about 2,800 sqft and the unit is about 4 tons. We now have a cool home again. And I only spent a few hundred dollars. I highly recommend Total Protect. I've been a customer for over yeasts and will continue to be for the foreseeable future.

I have an older house and I figured there was gonna be an issue so I looked into getting a home warranty. TotalProtect kinda worked into my mortgage. The mortgage company paid it for me, so I don't have to worry about the payments or anything. I submitted a claim when my air conditioner went out. I talked to somebody over the phone then I went online and completed it. The first guy TotalProtect offered me never returned any phone calls but the second contractor came out the next day after I got ahold of them. They were very personable and TotalProtect replaced the whole AC.

We've been with Cross Country since we bought this house in early 2014. I checked with another company, but we had a really good plan with Cross Country when we first got them. This included maintenance visits for, "Nothing is wrong, I just want you to do an annual service on my air conditioner." Cross Country doesn't offer that plan anymore, and nobody else seems to offer that plan, but Cross Country continues to honor it. So, if and when they could actually find someone in my area to do service within the next three to six weeks, then I've gotten a good service.

So far, TotalProtect's service has been good. I've had them for about four years, and I’ve already used them three or four times, and though I don't know if it has really saved me money, I’m sure it will in the long run. I call a phone number whenever I have a claim, then I tell them what the issue is. They usually call me back with a scheduled time for an appointment. It’s very simple. They’ve always been very prompt, always within the same day, they call me back and set up an appointment.

When I bought my house, I signed up for HMS Home Warranty and we’ve been with them for several years. My experience in submitting claims over the phone has been fine and HMS is good but they should be careful about who they get as a service provider. I had a dishwasher issue and I didn’t get a response back from the company they first signed me up with. So, they gave me another company and it worked out all right.

They kept telling me that they were coming out, and they never came out. I don’t know why they use such bad service providers because they never get in it. He came on Friday, finally, and told me he will be back today. And I called them and they still haven’t answered. And they still haven’t come out to fix my shower. HMS was okay in the beginning but it just got worse as it went along. It shouldn’t take two weeks to repair something. They should be out the next day.

We purchased the HMS warranty on June 22nd, 2019. On September 2nd, 2019, our air conditioner stopped working. We filed a claim. HMS sent a technician out and technician reported we need a total replacement. 24 hours after the technician sent their report to HMS, we contacted HMS by phone to follow up with our claim status. We were told verbally that our claim was being denied due to “improper maintenance” and told they will submit this in writing. I contacted their customer service on September 4th requesting the written denial, again.

Started out with HMS having very good experiences. All minor repair stuff. Then we lost our furnace in December and they could not seem to get it fixed. They kept sending out technicians with parts even though the techs were telling me they think the unit needed to be replaced. After several weeks of using space heaters into January, we called another furnace company on our own. They replaced the unit in less than a week.

TotalProtect has always given us fantastic customer service and have been very affordable. We got a great value for the money that we pay on the home warranty on our home. Since they rolled out the online option, I like filing claims online. Every once in a while, I have a question of what thing to pick, but in general it’s very straightforward.

My refrigerator goes in and out and the freezer stops freezing, so I can't keep a lot of food in there because it will just stop running at any time. There was also a loud noise coming from it. I submitted an online claim with HMS Home Warranty and since it happened on a friday night over the holiday weekend, they didn’t get back with me until Tuesday. A tech then came the first time and he was fine, but HMS had to refer my appliance repair out to Sears to fix the motor. It takes a while, but things have been fine.

I've had HMS Home Warranty for six years and I absolutely love them. For claims, I'd either call or go online and instantaneously, they'd send who the company is and would tell me to call the company and make an appointment. I'd call the company, the guy would come the next morning and would fix the problem. And that was for everything I've done. So far, I've had seven technicians come over and they were all good. I've had my HVAC, refrigerator, dishwasher, and dryer done. The longest thing that it took to fix was the dryer because they had to order a part, and that took three days. Also, I got a $7,000 air conditioner for copay of $150. I thought I'd have a generic air conditioner show up, and that's what I can afford now. But no, I got a brand new Lennox. They did exactly what they said they would do. They have been really good to me and I recommend them to everybody I see.

I like the coverage of TotalProtect as well as their response. I've been with them for about four years. When making a claim, they just take your claim and they don't talk to you. You type it in and they give you a claim number. They then contact a local vendor who is gonna deal with your issue. Usually, they’ll call and I tell them to make sure everything is up-and-up.

I've had TotalProtect for years with my mortgage. We submit our claims over the phone and have dealt with very good reps. We called in for our dishwasher and their contractor was out the next day. The technician was very good, and he actually had to pick up the part himself.

Worst experience ever. Took 3 months of constant calling and asking for management after continuously explaining, being told what to do, following instructions and then receiving an email for follow up that never happened.... only to end in denial. The company they sent could not repair the problem and were extremely rude and unprofessional and I was told to find someone else and then told it would not be covered.

My refrigerator broke last fall and it took me hours on the phone and 3 technician visits to get my refrigerator repaired - a month without a refrigerator and lie after lie and a runaround from Cross Country. Now my freezer is not working and I have had 4 visits over the past month to fix my freezer, which is on the same refrigerator. My freezer is still not working - going on a month again. When I called to ask for a repair I was transferred to 4 people today being told that the earliest someone could come out to look at it is 9/19 over a week away. At that point it will be 5 weeks without a freezer. At that visit it will be another diagnostic test and then another appointment will be made in a week or two if another part is needed.

We have been using Total Protect for many years and have used them a few times without much trouble. However, we had our dishwasher stop working 5 weeks ago and contacted TP the next day.

Having to submit a claim with HMS was easy, pretty quick and pretty self-explanatory. We did that over the phone and the service provided by the rep was great. They said to expect the contractor in 3 to 4 business days and they did meet that time so we were okay there. It was a great experience. They made everything quick, easy and effortless on our end. They came and did what they needed to do on time. They did a pretty great job.

HMS Home Warranty was in the home when we bought it in 2015 and we’ve kept it up since. The interaction with the claims rep was good and they helped me a lot when I called it in. I’m satisfied with the service but not so much with the company who did the repair for the stove. It was the control on the oven, the timers and the lights on top that went out. They came out and said that it was some kind of a motherboard that knocked everything out. Then, I didn’t hear from them. He said they would get back with me in a few days and I waited. They came on a Tuesday and finally, the following Wednesday, I called them and asked if they got my part in for the stove. It has been over a week.

I wanted to have a home warranty because I’m on my own. My son-in-law had good things to say about TotalProtect. I did a claim with them over the phone and had good interactions with their reps, and it was fast. I’ve recommended their service to my brother in Florida, and I would also tell others that if they have good sense to protect their house, they should get TotalProtect too.

What made me stick around with TotalProtect was the insurance feature, the whole possibility of what happened with my air conditioning unit coming along, just not having to worry about the cost of replacing a major appliance if something were to go wrong in the house, it made all the sense to me to have that kind of insurance back-up. Everything went smoothly when submitting a claim. I made one phone call and the immediate response was other people calling me to set up appointments to come out and assess the level of disrepair as it were. I got three different vendors come out and do that for me. And once that was done, I got a call setting up a date to come and replace the unit. It was almost too easy and too simple to happen within a week's time.

The reps at Cross Country are always very polite. When my experience with a contractor is not fine, I always call customer service and they give me someone else. They would take care of it right away. But Cross Country never replaces anything. They just repair it year after year. But they do fix things and it saves a lot of money in the long run. But the deductible is way too high. They’ve raised their deductible quite a while over the time, which I don’t like that. The monthly fee has increased a little bit as well, and I can go a whole year without calling them at all. Other than that, my experience with Cross Country has been fine so far.

On Sep 9, 2019, I had a service appointment. The company selected to perform the service did not show. When I called the service company the technician wanted to argue with me about the time my service was schedule. I gave him the times given to me but the technician continued to call me a liar. I told the technician I didn’t want to argue on the phone and ask he he was still coming. He told me he was. I waited until 5:00 pm the time he said that the service appointments is available. The technician did not show up. I missed a day of work to get this service done that did not happen. When I called total protect claims section to reschedule the representative did not want to hear my complaint. Total protect do not have any concerns for their customers time. They give you some dates and time but not considering the time you have already lost. I missed a day of work and now I have to miss another one because of the choice of service companies they use to provide service to their customers. I am really disappointed because I pay my monthly fees every month but when I need something done they do not have any concern for the well-being of their customers. The company the selected for my service is not know by the BBB. I do not know where they find these companies to perform services but total protect needs to do better. You

Got HMS Home Warranty when purchasing the house 2 years ago. Renewed policy after one year. Unfortunately during the 2 years we had 3 claims, 2 of which were for AC units. One claim took about a month before it was approved. Just received a letter that they will not renew our policy. Maybe because they lost money on us....

When I got my house, my mortgage company put TotalProtect Home Warranty in. Submitting claims online has been really easy and a lot easier than through the automated system. Most of the techs who have been coming out are fairly decent and stick within the time. But we’ve had one guy that wasn’t that good and not really nice because he had to drive a long way to where I live. The last tech who came fixed my breaker in minutes. He came out, diagnosed it, got it approved within an hour, and in about two hours it was back running again. With it being hot out, he did well. TotalProtect has been really good and fixes what they need to.

My realtor bought an HMS warranty for us when we bought our house. It was for our peace of mind. They didn’t want us going through any headaches during our first year in a new home. And then, in the dead of summer, we lost our AC. I called the number on the receipt that I got, and they patched me through. HMS gave me a claim number, and they sent me a text or an email. I then called their contractor and arranged the service with them. They came out the following day.

Putting in my service call online to TotalProtect was very easy to do. I had a call right away and had great interactions with the tech they sent. My dryer was fixed before the hurricane. I'm very satisfied with TotalProtect and I always recommend them to my friends.

My brother-in-law got HMS when they were closing on their home last year, so when we closed on our house, we requested it as well. And then, my realtor set it up for me. Everything has been super easy. When we had to submit a claim, I initially went through the paperwork and was directed to the website, and I was able to do it very easily and quickly. The technician who came was very professional and quick, and the experience was very painless. All in all, HMS is a great value and I'm gonna continue my subscription with them year by year.

TotalProtect's reps have been very helpful and very nice. Usually, technicians come out within three days at the most. If it’s an emergency, they come out quicker. It depends on what the problem was, but it’s within a week. I had to wait for an approval for an air conditioner replacement and it took four to five days. Also, just one time the techs had to come back out to fix the leaky showerhead, but they came right out the next day and everything was taken care of. Good communications and good quality work. I recommended TotalProtect to my niece.

One of my good friends told me about TotalProtect and suggested that I give them a call when I told him that I was interested in getting something like that for my home. Their claims representatives are very pleasant. They get all of the information and they will let you know the claim number when you call so that you would have all of that available, ready for the person that’s gonna be repairing your service. They have a very pleasant attitude and they're committed to customer service. And they're very quick with finding a vendor.

So far, we're on our third year with HMS Home Warranty. I like that if something goes wrong, they fix it, no questions asked. When submitting a claim, I don't like the computer prompts that they have, but the experience is very good when you get a live person. Their reps are very good, professional and takes care of my needs. The technicians have been good too. The plumbing people have been real good. I just don't know if I can trust some of the air conditioner and heating people that they send out. I'd rather get my own. We had a little problem with the air conditioner then and they overlooked some stuff, but they came back and fixed it.