Cinch Home Services Reviews

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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 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.

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.

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 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.

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.

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.

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.

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.

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....

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.

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.

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.

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.

We asked for a home warranty when we bought the condo seven years ago, and we got HMS. Our experience with them has been pretty good. They've done their job so we stayed with them. Submitting a claim is easy too. I had a little snafu this summer, as I came back from North Carolina and my heating system was out. And it was on a weekend. I had to wait three days before I could get someone here. Luckily, I'm a smart woman and I had a window air conditioner I bought from my neighbor, and I put that downstairs because we don't have a heating duct down there, so we were just fine. We've gone through this and I use the same people for service. They're very honest people. They have done their job. I am renewing my warranty next month. HMS called me a month ahead and I took over the checking out. So, I'm daffy, and it was a good reminder.

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.

It has been a couple of years since I've had TotalProtect, and so far, my experience has been good. It has also been better than what I’ve heard from other people who have other home warranty services. Submitting a claim online is easy and they send somebody over relatively quick. The technicians seem to know what they are doing, and they’ve done a good job so far at fixing stuff. On the more serious claims, it has taken a couple of tries to get it completely fixed. They wanna try to patch it together before they have to replace something, but I’m happy with what they’ve done.

I love Cross Country. My bank offered their warranty and I paid on it for about a year or so. Then I got notified that the bank was dropping them because there were some problems with Cross Country. I had the choice of whether to stay with them or to drop them. And in the meantime, my bank refunded all my money that I paid into it. But I elected to stay with them and I haven’t been unhappy since. With them, I don’t have any worries and I’m very comfortable.

I called the TotalProtect number for a dryer that wouldn't work. They sets up calls with the service person, and that's how I went. One contractor came out and said that we had to order some parts and then a week later, they called back and said the parts weren't available because our dryer was so old, so we had to get a new one. But they didn't service dryers so we had somebody else came out and ordered the dryer. They sent it to me and told me I could look at it online and make sure it was all right. I'm satisfied with TotalProtect.

The initial claim I had with HMS for my hot water heater was fine. I called, let them know that there was about four inches of hot water all over the basement and that I needed someone to work on the hot water heater. HMS had a plumber come out the same day. He diagnosed that I needed a whole new water heater. He then told me I needed a code upgrade because apparently my hot water heater was about 15 to 18 years old. My hot water heater did not have the code upgrade for the county I reside in. I live in Allegheny County in Pennsylvania. I didn't have an expansion pack and I needed modifications made to the gas line and the waterline. I needed some kind of backflow prevention so that the water wouldn't go back through the pipes to the city.

I've had HMS since 2007. With my last experience submitting a claim I escalated it and made a supervisor get on the phone with me. The last experience was overpromised and underdelivered. The contractor wanted to collect his deductible and never intended to come back and do the work. And he basically sidestepped me and kept telling me that it was being held up by the company when in all reality, he wrote the claim up so that my claim would get denied for a legitimate claim.

When I read about TotalProtect, it sounded like a really good plan. I had looked at others, and it seemed better than what I’ve seen in the past. The first time I used TotalProtect was with a dishwasher. All of my appliances are black and they sent a white dishwasher. We had a problem there, and they gave me some money so I could buy one, but it was not enough to pay for one. When I had water heater replacement done, I still had a problem with it. It cost $2,780 for parts to connect it, which was high, and the technicians only connected the new one and left the old one disconnected. I had to call them to come back and do the reconnection for the other water heater.

Thank you Dena. The job was finally completed, I upgraded my review to 3-stars.

I reported a claim on Saturday August 31st that the AC was not cooling someone was supposed to be out the next day. The contractor did not show up when they were supposed to, we called, someone had canceled the claim, it was not us. We had to call and enter the claim again, the contractor could not come out until the next day, keep in mind we are in Florida and the temperatures reach over 90 degrees. The contractor comes out, we need a new compressor, they notify the warranty dept. with the part # needed. Total Protect tells them to order a different manufacturer part, the AC contractor informs Total Protect that using a different manufactured part can destroy the unit in its entirety. Meanwhile it is 9-4-19 and we have no answers, the heat index in Florida is at its all-time high with warnings to the public, we currently have no AC. (Also to note: I just suffered a heart attack a few weeks before all of this). No one seems to care about that. We have placed calls every day for 6 days, today is 9-6-19 and we still have no AC, the temperature in our house daily has been in the mid to upper 90's. After placing a call on 9-5-19 we were informed the part was ordered and would arrive on 9-10-19 **Note it is not the same manufactured part as the AC unit, it is the part that they were informed should not be installed. We now have to wait until after 9-10-19 to have a repair made, not knowing if it will end up destroying our entire AC system. We have also requested the emergency housing allowance be approved for $1200 so we can find a hotel to stay in, we still have not heard anything in response. Every time we call, we get the run around, no one knows what is going on and they have no way to contact a Supervisor or anyone that can help. This is the Worst Customer Service I have ever experienced. My wife and I are professional property management people, this is the worst company I have ever experienced, this has added so much more stress to an already stressful and horrible situation. This should have been considered an emergency situation. Still no response to our requests for emergency housing!!

I have a warranty coverage agreement with Sears Home Warranty that covers all major appliances and systems at a monthly rate of $69.99/mo and $100 deductible. I own a single family home with a central refrigerated air conditioning unit that has not been working at least since April/May 2019. I initiated a service job through the current warranty provider Cross Country Home Services and received notification 6/25/19 that a service provider was unavailable in my area (Santa Fe, NM). I contacted a local technician that has worked with my unit previously who was willing to coordinate service via the warranty. He called Cross Country and his services were rejected due to cost. I was informed by a supervisor at the service center to find a second opinion.

Today marks exactly 30 days since I placed a claim on my GE Profile Refrigerator. Over the past 30 days, I have received more excuses for service provider no-shows and no return phone calls on confirmed appointments and promises than actions which led to a resolution. I have spoken with countless representatives and supervisors at the HMS/Cross County corporate office and little has been done in follow-up to move my claim forward. After their first service provider closed my first claim stating the parts ordered were installed and the refrigerator was working (totally incorrect), a new claim was opened (3 weeks into this ordeal) with a new service provider who has a phone number, never answered, which goes to voicemail, and the voicemail box is full. During my call today with HMS supervisors Gloria and Robin, I asked how they would feel if their family was without a refrigerator for 30+ days to which they replied they couldn't imagine the inconvenience.

Central air conditioning stopped working and Total Protect sent repairmen out the next morning. It was determined that the whole unit needed to be replaced and it was a week later. Only complaint is to why the delay. It could have been replaced sooner.

I've submitted a few online claims with TotalProtect and it's easy to do. Everyone that came over did what they were supposed to do. I don't have any complaints about any of them thus far. I've paid nothing but the deductible and everything has been working good since the repair.

It's easy to submit claims with HMS Home Warranty online. Also, the contractors do good work and they finish in a timely manner. It has been good a experience working with them.

I got a letter in the mail from TotalProtect. I filled it out and they signed me up. So far, they’ve done a great job. To submit my claim, I called it in. The rep was really friendly and helped me out a lot. The tech came out for service in 30 minutes, which wasn't long at all. He was very friendly, professional and did an excellent job. He explained everything to me and told me what was wrong. The wires in the box were shorted. He cut it and put it back in and now, everything works fine.

They won't pay to have the busted water heater removed so the flooring can be dried before the new one goes in. They stated that it doesn't matter to them if they put the new water heater on wet flooring. Plus they don't pay for a new pan because the water heater they ordered was a different size and needs a bigger pan and I have to pay for the piping changes again due to the different size. Horrible Company!!

My hot water tank failed on Friday before Labor day. HMS sent a plumber Saturday evening who recommended replacement. On Tuesday, I called HMS to get a status. They called back an hour later to tell me they were not going to use that contractor because he cost too much, they would send another. A new one came out Wednesday and gave the same evaluation. I called today to get a status 6 times!!!! I was given 6 different answers. No one knows when or where the tank is. Person 1: (Chris) "Claim is in research." Person 2: "Part has been ordered you have to contact plumber for status.." Person 3: (Oscar -who transferred me to the plumber in the middle of the conversation.) "We are waiting for you to approve non covered charges before ordering" and stated one of the unapproved charges was torch fee! Person 4: "Claim is in research."

On August 21, 2019 our air conditioner stopped working and I called our HMS warranty. HMS sent a technician from Legacy Home Comfort. The technician came the next day and asked for the deductible and said he couldn’t do anything without it, so we paid him the $100.00 deductible. He then proceeded to open the air conditioner and left pieces on the ground (picture attached). Then shortly after he left and when I asked him if it was fixed, he told me the fan does not work. I asked when he would fix it and he told me, "It needs a part and your home warranty should provided the part". I asked when would this happen, and he said he doesn’t know and I should call and ask my warranty company. I asked him for a receipt for the deductible that I paid and also the report of what the problem is with the air conditioner, he said he couldn’t give me one.

I have been with TotalProtect for at least 10 years. I heard about them through my first mortgage company, GMAC. I paid monthly payments along with my mortgage payment every month. Recently, however, it was the worst experience that I have had with them ever. My air conditioner went out on me on July 28th. I have not been in my home since then because it was too hot -- Florida weather this time of year is extremely hot. So, I have been living with relatives, and took me through the mill.

We had a power surge in our area and the inside AC unit wouldn’t work. It took forever. The outside unit was working but it would blow all the time. It wouldn’t cut off. It took probably a month to get the issue corrected because where I live in Jasper, Florida, nobody in this immediate area takes the insurance. They either have to come from Tallahassee, which takes an hour and a half, or from Gainesville, which takes an hour. Nobody wants to come and make that trip. Cross Country finally found somebody in Gainesville that would do it. He came and he was a very nice little guy. It took him some time to get it done. He fixed the inside unit, got it cooling, but he didn’t follow through with the outside unit and fix it. So, the outside unit was running constantly.

When I submitted a claim with HMS, I really wasn't sure what I was doing or if it was gonna work because I have never done anything before. But I submitted it online and they had me taken care of within a couple of weeks. The technician was very polite, very professional and was on time. He made me aware of everything that was going on and what to look out for in the future to make sure that it was something that I couldn't control or what I needed to look for before I called back. We're still up and going and I was happy with the work that was done. It was a good experience.

My home is aged and I bought it five years ago, and I know appliances don’t last forever. I was very happy that submitting a claim with TotalProtect was very easy. I speak to somebody over the phone for my claims. I just had some questions about the policy and got confused. I have homeowner’s insurance but also got TotalProtect to cover the air conditioner, which is old, and protect the piping inside the house. However, I was told that the pipe inside the house would not be protected when they burst, as that is normal wear and tear. That makes no sense because that is why I bought the insurance.

I've always done my claims with HMS on the phone and that process is way too cumbersome, way too long, and very annoying. You have to go through too many portals to answer a question then hit 4 then hit 6 then do this then wait. That’s a pain in the neck. But the rest of it is not bad and their reps are pretty good. The people that I’ve been talking with are nice and competent. I don’t always agree with their decisions but I understand that.

This has been resolved.

Third time now that a claim that the service provider says should be covered and which the policy shows is covered has been denied. Each time we call to find out why and get bounced from person to person to person and department to department to department and still nothing. When this warranty runs out I will not be renewing.

Today, I called because we lost electricity in the front of the house - no AC; no garage door; no sprinkler system working. After the AC guy told us it was a serious electrical problem, I called Total Protect. The fist company I called did not have anyone to come to deal with our emergency. They offer to call TP back. I never received a call. So, I called to be told that not a single company could dispatch anyone in an emergency situation. After several hours on the phone and requesting a supervisor or manager, I was told that supervisors call back in the same order call was received. I asked for a supervisor to call back and NEVER did that call came. I had to get the situation fixed so I called an electrician who indeed fixed the very serious problem of cables been hot and posing a serious fire hazard. I am canceling the contract. I have the service claim number and everything. Do not waste your money!

I've been renewing my home warranty from HMS yearly since August 2012. It has worked so far. I submitted claims over the phone and then the techs they sent all got the job done. There was one year where we had a furnace problem which kept happening, but eventually, somebody figured it out. HMS was good about getting somebody back out here if it doesn't solve the problem. I'd recommend HMS.

When I used TotalProtect Home Warranty, the repair took a long time because they had to order a part. And they didn’t come to look at the appliance. They did it all by email. They asked me to send pictures so, I took pictures and sent it to them. Then they ordered the part. When the part arrived, a guy came and installed it. My interactions with him were fine and quick. The appliance seems to be working great now and I’m happy with the work he did. It was well priced. The only problem was that the tech was far from where I live. I’d still recommend TotalProtect Home Warranty. I have plumbing issues and would be using them again soon.

We weren't happy with Goettl Air Conditioning who was taking care of our air conditioner, heater, etc and so my husband started checking around and found HMS Home Warranty. We went ahead with them and then recently, we filed a claim for the garbage disposal. I went to the sink to pour out a pot of water out and then it was flooding underneath the sink. It totally went bad. HMS sent a contractor but he brought in a disposal that wasn't the exact fit so it still leaked. I called HMS back and the contractor came right back out with the right one. It's been doing good since.

This week, I went online to put in a claim with Cross Country, and I’ve had excellent service. I went online one day, and the guy was out here the next day. I like it. My problem has not been completely resolved yet but the tech is working on it. J & M Services provides excellent service and they go beyond their duty. They really work hard to fix my problem.

Whenever I call TotalProtect for my claims, the interaction has been very pleasant. They call their contractor to tell them what the situation is, then the contractor would call me and make the arrangement and appointment to come out and see what the problem is. I’ve only had a couple of claims, with the first one being for my air conditioner. They sent somebody out the very next day, and he fixed it. But then a couple of days later, something else went wrong. The tech came back on the same money and he took care of the problem. There was no extra fee for that because it was still within the same few days that I had paid the first fee. I then had an episode a couple of weeks ago wherein my washer and dryer went out at the same time. TotalProtect's contractor came and checked it out and had to order some parts. When the parts came in, they came back and fixed them in a reasonable time frame, and I was pleased with everything.

DO NOT USE THIS COMPANY!!! They are the worst. I have a broken A/C unit, HMS approved the repair four days ago and sent me the approval email. Today, I notified the service company and the rep informed me that I did not owe any extra costs because I have the premier plan and we scheduled the appointment for this Friday. The service company immediately called back to tell me that my claim was denied by HMS. Wait...what? I was approved four days ago. When I called HMS they informed me that my A/C unit was denied due to preexisting conditions, so what happened when it was approved? Were there not preexisting conditions then? The fact that I was approved then denied right when I scheduled the services is unbelievable. USE ANOTHER COMPANY!!!

We had an issue with our garage door opener. I will be honest that I am not someone that knows a lot about these things. So I called HMS to file a claim, that is what they are there for. When I spoke with the person I was given an appointment for someone to come out and look at it. The time window for the appointment was 8-5. This meant that I had to use a vacation day to be home to meet the person. The person they scheduled cancelled the appointment the day prior around 2 in the afternoon. So, I had already found someone to cover me at work and ended up with a useless vacation day. I called HMS to work on seeing if someone else could come out and they just transferred me to a service company. They then scheduled another person to come out four days later with a smaller window of time of 8-12. When no one arrived I called back and got transferred again to a contractor's private home number.

The worst service I have had in my life. My refrigerator has been out since 8/22/2019. I have talked to 11 people from Sears and the two outsourced people from GQ Appliance Repair and Appliance Net two companies that Sears has contracted with. First of all a Sears representative told me that they do not have Sears service technicians in my area. Sears take my money in my-area which I thought was strange. I have had 3 people hang up in my face. I spoke with Lynette on Saturday 8/31 and she said my service repair was cancelled, evidently Mali cancelled it when I spoke to her on 8/28. I spoke with Bob today and he said Appliance net has not given sears an authorization request to order the parts.

I'm really very pleased with TotalProtect. I've had excellent experience with them and I recommend it to anybody. My most recent claim was for my air conditioning and it was very successful. They have taken care of the overage for me and everything was perfect.

I recommend HMS. They're affordable, so I can renew it every year. Also, I submit claims online and navigating through their website is easy. Moreover, the contractors have been very friendly, honest, and straight to the point. They also come out by the time they say they will.

When I called TotalProtect Home Warranty to get a preview and look at their plans, I saw that their plans cover a whole lot more than what the other companies were selling. From what I could see, they had a really good protection plan, which covers a lot of the products that I needed to be protected and a lot of parts that weren’t covered on another plan. Submitting my claim was seamless, very simple and easy. It was also very easy to get customer service. Once I got through, they recommended a certain provider to come out and take a look at the issue. I like the quality of the service and the time they get the people out here to take care of the work. They were very professional and handled everything that needed to be handled. My experience with them was great.

I’ve been an HMS Home Warranty customer for many years. It seemed like a very smart investment, and I like their coverage. They did a very good job. They had a very good reputation as well. To submit my claims, I just call and work through their people. Generally, it’s that day that I’ll hear from the contractor and the time is honored. The contractors that are dispatched are courteous, professional, and responsive.

and nothing was done. I am highly dissatisfied the way my claim was handled.

So far, everything is going good with TotalProtect Home Warranty. I've been with them for a couple of years now and their reps have been great. Submitting a claim to them has been very easy and the technicians they've been sending out have been good for the most part.

I was with another warranty company. A priest friend of mine was with TotalProtect and he suggested it. It's seamless if I can submit a claim online. But if for some reason I can't, then to get to somebody on the phone is gonna be cumbersome. Some of the contractors were very good, but the last one that I had was a nightmare. Sears Garage Door said they would be here between 8:00 AM and 5:00 PM and they wouldn't break it down. So, I waited home all day, but they never showed up. I called three times and they kept saying they were coming, but they never showed up. I spoke to TotalProtect and I said, "I would like some kind of compensation from you having to wait home all day, and then not showing up," but they refused to do that. Then the contractor didn't fix the thing properly when they finally came. It got worse.

I cannot say enough AWFUL things about the service we have received! I have been fighting with them to have our refrigerator fixed for the past 18 days and counting... It started off with not being able to find anyone to come out and look at our refrigerator. Then, two different service appointments were scheduled and, both times, they were a no show. A serviceman finally came out after 2 weeks of waiting to only tell us our refrigerator is too old and they no longer make the replacement parts we needed. They told us we have to wait for an email with our replacement options. I waited the allotted 48 hours for the email and we are STILL waiting.

We shopped around and we came across TotalProtect and what they covered. We did our due diligence and settled on them. We very recently had a claim and initially, they told us who they were sending out to us. We were also told that we needed to call the company to verify the scheduled time and date for the repair and for them to come out. We did that and we kept getting their voice mail, leaving messages and not getting a response.

We’re happy with TotalProtect. About two years ago, the same people who are doing our mortgage bundled that, and asked us if we were interested. I just had a rental house then and my new house, and it sounded like a good idea. Then two months ago, there was an issue at our rental property, and our real estate agent called and took care of it. That went smoothly and we have had no complaints from our tenants after that. My wife has also called TotalProtect for the air conditioner problem and that was smooth as well. The guy that was sent out was really good. My wife absolutely loves him. He told her about what was going on and gave her some specifics. Everything worked out well.

I have a home warranty through Sears - who are terrific. The washing machine broke, and they were prompt, helpful, and repaired it with no problems. It was a great experience. Unfortunately, they don't actually do the work on everything included in their plan. That's where Cross Country comes in. The water heater also broke. Cross Country sent an unlicensed company to replace the water heater. The guy said he would not replace it unless we paid him for many "extras". His bill came up to $1,600 for the extras he felt we needed.

When we bought the house, we bought a home warranty with it. When it came time to renew it one year, somehow it didn’t get renewed by the same company. TotalProtect took over and it was really seamless so we just went with it. We had the warranty for a number of years. When I have a claim, I prefer to call. I’m 62 and I like to talk to people. They are always nice and everybody has always been as helpful as they can be. We're pretty much satisfied with TotalProtect with the exception of the claim for our air conditioner.

Submitting a claim with TotalProtect Home Warranty was super easy and very simple. It was a lot easier than I expected it to be and their response time was A1. We were more than pleased. Moreover, the technicians were great. They showed up when they were supposed to and did what they said they were gonna do.

When I bought my house, the gentleman before me had HMS Home Warranty, and he paid for my first year. I kept renewing, and have had it for four years because the service was good. However, I will not be renewing anymore. I was very surprised with how the service has been lately. Ever since I renewed, my service has been terrible - both from their representatives and the technicians that they send out. Whenever I call in, I get the runaround because of the computer, and when I finally get to talk to someone, it’s just a headache. I’ve also tried submitting claims online, but they never respond.

At first, I had an American Home Shield policy, but TotalProtect Home Warranty carry and insure some things that they do not. Plus, I’m paying a little bit lower. I prefer submitting claims over the phone and their reps try and help. When my toilet wouldn’t flush, I tried using a plunger and an auger, but I couldn’t get it to work. Moreover, my handyman was having dialysis treatment. I called TotalProtect and the plumber came. He used my plunger and wasn’t even here for two minutes and I gave him $25. He also showed me how he did it. I’d be happy to recommend TotalProtect, especially to someone alone and older. It’s nice to be able to make a telephone call and know that you don’t have to worry about anything.

I've called for help regarding my water in my bathroom. The shower knob is not working and the water keeps flowing. I have to shut off the main water line. I am so disappointed with the service that no one can come to my house sooner. It takes about 5 days in order to fix the leak. I have to call my own expense and paid $300.00 for the service. I felt the service I received is unsatisfactory and stressful to deal with your service representative.

Updated on 09/03/2019: I received a phone call from Total Protect Home Warranty today. The representative was tasked with providing me the standard script that my policy only pays $10 per pound for refrigerant.

When we bought the house, it had HMS Home Warranty. We've had it for three years and so far, they have been good. I usually submit claims over the phone and my interactions with the reps have been good. During the first year, we submitted an AC claim and we were pleased. The issue wound up being the capacitor for the air conditioning unit. The tech came out on a Saturday and I was extremely thankful for that. He did a great job.

August 14th, it was mid-summer in Houston with 100 degree weather and the AC in my house went out. I called TotalProtect and they sent one guy out. He looked at it and said he fixed it. The next day, it went out again. So, I called TotalProtect again, and they sent out another tech. This guy came out and said my compressor was bad. I said, “What do we do in return? My system isn’t working.” He said, “We have to order a compressor.” I called TotalProtect back and told them what was happening and the installer did the exact same thing. TotalProtect sent out another person just to verify what the first installer verified and that took a week and all the while I was without AC.

I wanted a home warranty because I thought it would be convenient to have one vendor that I could call when I needed help on the variety of different aspects of my home. TotalProtect has an online portal that I go in to submit the basic area of my concern, and I get a relatively prompt response back from them saying that they got my claim and they’ve followed it off to a local vendor. The vendors prefer to give me a call, but TotalProtect gives the vendor's contact information in case I don’t hear from the vendors in 48 hours. Then I make arrangements with the vendors to come and make the repair.

When I submitted a claim, I did it over the phone and my interaction with their rep was fine. The contractor they dispatched was fine as well and the quality of the work done was okay.

Our refrigerator was making some very weird loud noises, so loud that it woke me up, and I turned it off in the middle of the night. I called Total Protect and they put me in contact with Old Guys Appliance Repair, in San Antonio. I turned the refrigerator back on to see if it would work, and turned the temperature down in it. It started working, but was still making weird noises. Robert, from Old Guys Appliance Repair, showed up on the day they told me he would. I told him what we were experiencing, so he took the back off the refrigerator, totally cleaned the coils, the fan,and the compressor. He put the back on, and the refrigerator has been working fine ever since, noise free.

Charlie/Apopka, Fl

We have been a customer since 2012. The past few times we had to use the warranty. We have received very poor customer service. At one point we were not told about something that was not covered by the warranty and we ended up having to pay a couple hundred dollars unexpectedly out of our pocket. Most recently we had to do a claim for a plumber and well the fee for us just calling a plumber directly was cheaper than the 125, which was only $75 when we initially signed up with this company, we have to pay using the warranty. We also made a claim to have someone come out to repair our AC. The 1st company they linked us with stated "I'm sorry we are no longer in contract with Total Protect" So we called back and was told another AC company will be calling us that call we still have not received. Our AC is leaking inside out home and well we now have ruined floors in our home due to the leaking that we only just replaced last year after the Hurricane. We call to cancel and we must pay 125. How does this work. This company is horrible and very very unsatisfactory!!!! !

I was dropped as a client after several years. Did not replace my furnace after several parts they replaced. It was cold in January 2018, and my mother was 86 at the time and we needed the heat. I paid to have it replace, sent the paper to them but they did not reimburse me.

I called in with some questions about service call. No complaints, just a basic coverage question. After being on hold and waiting for the call center the call went to voice mailbox which said, "Leave your number and you will get a return call within 24 hours." No one called me back at all. So I emailed the company and getting responses that they are looking into my concerns. I kept responding "Here is my number. I am waiting for a return call". NO one calls, they keep emailing me they are looking into it. Then someone named Marcus corresponded with me several times and I kept emailing him "Here is my number. I am waiting for your call." He never calls me back.... It has been two weeks and I am still waiting for a call.

It took nearly one month to repair my dryer. The service repair company did not have the part I needed. I had to call customer service several times.I have been a customer for over ten years. I have only filed a claim around 4 times. It's not worth it the Frustration.

We’ve had TotalProtect Home Warranty for a couple of years. The contractor that TotalProtect sent out for a dishwasher door repair came out quickly, but the part supposedly would take two weeks to come in and I found out later on it took them an extra week to come out. I kept waiting and waiting for the part to come in, and then I finally had TotalProtect call the contractor. I found out that they had my part for over a week. So, the whole thing lasted two weeks longer than it should have. Also, you could never personally speak to the company nor would they call you back. I will never use that company again.

We’ve had TotalProtect for a while and we’ve used it for a variety of things. We had an issue once with our dishwasher, an issue with our washing machine and even our dryer. The one that we have the most issues with is our air conditioner. I'm waiting for the day when TotalProtect would finally says enough is enough and they just replace it.

With TotalProtect talking to a rep on the phone seems to be a lot more efficient than submitting claims online. However, they don't have services that I need which are supposed to be covered under my contract. Moreover, when they send techs out, they're not able to do that quickly. The techs who come are anywhere from excellent to questionable and I feel like they gouge me. I've had contractors whom I would use again independent of TotalProtect and I've had others I wouldn't send my dog to. They also find a way to upcharge what I have to pay. Additionally, the techs have told me point blank that TotalProtect doesn't pay nor approve very much. This makes me very uncomfortable with being with TotalProtect. Thus far, I haven't left this company since with other providers, they require a lump sum payment upfront which I don't have right now. I'm not a happy customer.

After 4 months of calls and 1 very meek attempt in January to repair, I have been out of a refrigerator again for 2 months with no effort from these people to repair. Previous repair lasted a very short time and the company that did repairs through them said never again. Keep your money and do not give it away because they will take it and give nothing in return!!!! Do not expect any call to be returned as I have left countless messages with their people to do so!!! If anyone is interested in a class action suit I am talking with attorney tomorrow!!!

They deny claims if they cost too much, my claim was denied. The plumber they sent out said I needed to replace the macerator pump in my basement bathroom. Nowhere does the contract say it doesn’t cover it. Then they said it’s like a sewage injector pump, 2 different things in my opinion. Never use this company under any circumstances or they tell you they denied it after you pay your $100 deductible. I could of paid any plumbing company $100 to come out.

Called HMS to submit a claim on our heat pump unit not working in April of 2019. They sent out a contractor who told them our unit had hail damage and we ran it out of freon and we never had it serviced. Then he tried to sell me a unit on the said for cash. HMS denied our claim based on what the contractor had told them. Called back several times trying to get the problem fixed and they refused to do anything. We had records from the prior owner having the unit serviced 3 months before we purchased the home.

After I was approached by Cross Country, I did some research and their offer looked good. You call the number, you have an identification number, and then they ask you what your issue is. They sent out a booklet that gives you what's covered, what's not covered and what your deductible is. Everything is clearly defined so there are minimal questions. If you do have a question, they can answer it very quickly. Then they have somebody that's contracted through them in the area call you back and give you a time of service. And it has always been timely and efficient. One contractor was a little questionable, but the rest of them have been very appropriate, knew what they were doing, and have been very helpful. I've recommended Cross Country Home Services.

My bank had sent me a TotalProtect Home Warranty flyer. I did some research and switched to them and it was better. When I submitted a claim, I spoke to someone over the phone and it was a good experience. I was given 72 hours as an estimate as to when to expect the contractor. And they kept that estimation. The contractors were professional and on time. Plus, they kept me updated on everything. The work they did was of good quality. Since the repair, everything has been good.

It's our first year in our house and we wanted to get a warranty and our Realtor gave us HMS. We heard about a different warranty company though, but when we researched them, we decided we didn’t want to go with them just from everything that we heard. Filing a claim on HMS's website is super easy and I can do it in three seconds. The most recent experience was not very good though. I filed a claim not very long ago and received an email stating that my service provider was Air Heating and Cooling and their number. I called them and left two voice mails. A day and a half went by, but I did not hear from them so I called HMS today. HMS told me that I have an appointment scheduled today.

If I were to do it again, I would take the warranty money and put it in escrow for future needs. Total out of pocket costs on one claim quoted so far are nearly $1100. This warranty is awful in all respects. Read below what the company owner said to me. We live in Hampton, Va and had 1 of 2 A/C systems fail in late July. The area affected has been between 84 and 87 degrees inside for almost a month now and there is no resolution on the horizon, and the vendor won't return calls. I can only imagine if we had health problems or this was a plumbing/gas leak how bad it would be.

HMS Home Warranty's claims process does fairly well. However, I’ve had trouble the last two times with the heating and air people that HMS sent out. I tried to get ahold of people in HMS to complain about the people but no one returned my calls. I even went to my real estate company who I bought the policy from, and they gave me a man in Little Rock’s number but he never returned my call. That was very aggravating. I never had a call back or reached anyone in the upper offices. It was strictly the phone people, and that was it. I found out the people were still working for them so the last time I had trouble with the water heater, I refused to take the people that did such a poor job and asked for the people that did a good job in the past. They finally resolved my problem.

Cross Country has saved my butt on numerous occasions and I’ve been pretty satisfied with them. I’ve been with them for about six years and they always do a good work for me. When I talk to them, they are always helpful, friendly and courteous. They get somebody out right away. I can do the claim online, but I always do it on the phone. It's more personable ‘cause I’m trying to get something fixed. They make things easier to get things repaired and done. If something goes wrong, you just call them up and they’ll arrange somebody to come out. All you gotta do is let them know what time you’re gonna be available and it happens.

We had a leak out between the meter and the house. We didn’t wanna repair this 60-year old galvanized pipe so, we’re putting in a whole new one. We wanted to have part of the cost paid by TotalProtect Home Warranty and the contractor was totally with that. TotalProtect has given us an very reasonable appraisal. We were gonna replace the entire thing and wanted a break and they gave it to us. When you insure people who live in houses that are 60 years old like ours, insuring a repair on a water line like this is just a Band-Aid. TotalProtect really needs to specify between repair and replace but I’m glad we have the insurance and it’s covering part of the cost for us. Plus, we’re only gonna have our yard dug up once. It’s not gonna leak again in two weeks.

I’ve had TotalProtect for a while. What happened? I’ve been without a washing machine for almost 2 weeks. I’ve left messages with Total Protect as well as the other company (Cross Country Home Services) they sent my claim to.the service tech came out almost a week ago and I have yet to receive a decision or status if my washer is going to get fixed. So frustrated since I’ve spent almost $100 to wash clothes at a laundromat.

I work for HMS Home Warranty and had gotten it as I was working here. I sell them, so it's probably a good idea for me to have one. I file claims online and it is really easy. Plus, as far as work goes, I do a lot over the phone with the claims team and the contract customer service. My interactions with the techs went really well. It was an excellent experience. The man who came out was very knowledgeable and helpful. He has been doing appliances for a long time and had worked for Sears for years beforehand. He came and explained everything.

My mother had TotalProtect Home Warranty. She passed away five years ago so I took over everything. It's easy to call in claims with them. And in a way, I would love to recommend anybody to TotalProtect, but with the service I’m getting, I’m scared to even do that because of the way I’m being treated. The first time took 29 days for anybody to get with me for my AC unit. My brother has really bad asthma and I had open heart surgery. It has been 98 degrees in the house so I wasn’t able to stay in my own home. I had to leave and go somewhere else because I couldn’t breathe very well.

I've learned now to do my claims online with Cross Country Home Services. But before then, I used to call in my claims all the time. I have a claim right now and I did it online, so I didn't have to speak to anybody this time. But every time before that, I've called in, and the Cross Country reps have always been very helpful. The website is user-friendly but the two items that I had prior fell in the same category, and I couldn't figure out how to add two. So, I ended up having to call. After I did it online, the rep added it on for me through the phone call.

I had things close to breaking down and they were getting old. I take care of them the best I can, keep everything clean and keep them running but they do break down, which was why I decided to look into a home warranty. I saw TotalProtect Home Warranty on my computer and it has good value so far. Mostly, I call when submitting claims and the reps have been very polite. Doing it online is easy but I would rather talk to somebody. I only had trouble with one contractor but they have since gotten rid of him. He was good at first, and then he used some cheap parts to try and fix the dryer, and it did not work.

I also use to have high praise for Total Protect until they refused to replace my 20+ year old A/C unit, despite it being their vendors recommendation. The unit has failed twice within a less than 30 day period (fan motor and then compressor) They just keep milking us for the copay and claiming because it is a new failed component that it wasn’t covered under the previous service visit. We have paid for this unit several times in the many years that we have had no claims. I see now that you have no problem doing minor repairs, but will never cover a repair where you have to payout for a major replacement. The vendor came and did the “compressor” repair Friday August 16, we started this claim July 27th. We have been in a three level townhouse, confined to our basement for weeks. We have already started to record the repair, our outside unit now sounds like a freight train, it will not last. You know, and I know that this 20+ year old machine, should have been replaced. I will not stay with a company that takes advantage of its customers, I have referred several people over the years. I have shared my experience accordingly, many are planning to take their business elsewhere. I plan to do the same, unfortunately need to at least have to plans to cover the initial 30 days with the new company. Shame on you Total Protect, we were loyal customers! This is how you treat us.

Depending on HMS Home Warranty's contractors' availability, it could take them up to two weeks to come out. Also, it would better if they could come on a weekend like a Saturday, but a lot of times, they're not able to do that. The techs who come out get things done the first time though. I've been with them 13 years, and I've had no issue with them when I submit my claim.

Having TotalProtect for around five years, our experience submitting claims has been wonderful so far. Dealing with their representatives has been great, as with the technicians that have come to our home. My most recent claim was due to my air conditioning system, which was starting to flow warmer air. The technicians came out and added Freon, and it has been working fine ever since. The guy that looked at my refrigerator came out once and fixed it, but it wasn’t the thing that was broken. So, he came back free of charge and fixed the other thing. He was great.

Updated on 08/30/2019: Have you heard of fake news? Well this is a case of fake service... I can't believe that I am actually writing about this company again. Six Weeks ago my washing machine broke down. Cross Country Home Services has made 6 attempts to come out and fix my unit to no avail. Two apts. were set up and no one had the decency to show up or even call. Last week I wrote a review and welcomed someone from their executive corporate office to call me and this week I will put it out there again. It is going on 6 weeks and I am still out a washing machine.