Cinch Home Services Reviews

On Monday 7/22/2019, we escalated the situation to a Supervisor (who finally decided to talk to us!) and he told ya our case was labeled as a “Medical emergency” and we are going to have a technician coming to our house that day. Well, the technician called us and tried to charge us with $250 dollars to come to our home to check the site conditioning. We refused to pay him since HMS should pay him to come to our home since we have a service contract with them. We called again 4 times more to HMS customer service to get a technician, but nobody has showed up so far and my wife is having critical respiratory issues due to our situation after 6 days with no solution from HMS. We are still waiting for someone to help us PLEASE!!!!

When I called HMS back they said we could opt for having a company come out and diagnosis the problem. Then that company would have to call HMS to discuss what service needed to be done. We found a contractor in our area who could come out that day. When the tech called HMS to report that our unit was 17 years old, 3 ton and had no Freon in the unit and needed a new a coil, HMS wanted them to put in stop leak and fill it with freon. The cost would have been $1,000. The tech said they could not guarantee that would work due to the age of the unit and recommended replacement. We will have to pay the company upfront and then have HMS reimburse us, minus our deductible. The service call was $98 which we had to pay already.

Today is the 23rd of July and we are still waiting to hear from HMS that they are willing to let us have the company replace our old unit. The reason we have the warranty was to avoid unexpected expenses such as this. We are raising 5 grandchildren and 2 are asthmatics and HMS has been less than helpful through this whole process. A week and a half is a long time to wait and then we will still have to wait for an installation date, if they agree to pay for the new unit. Don't waste your money with this company.

The contractors were very professional and on top of it. They explained to me what they needed to do, and if they needed to go out and get additional parts or had to wait for approval from TotalProtect, who was very efficient too about responding, so that whatever needed to be repaired could go ahead and be repaired. I’m very pleased with the work performed in my home and I have no concerns.

I was satisfied with TotalProtect up until I got the letter saying that they opted not to renew my home warranty. When I called to find out why, the guy said that they reserve the right to discontinue at any time without explanation and that was the end of the call. I had it on my house in Michigan for eight years and my house here for four years, and I have maybe a half dozen claims between the house in Michigan and now, and just to be told that. So, I left and I got somebody else. I wasn't happy with that at all but I am happy that they gave me six weeks’ notice, so I didn't have to go without coverage. They gave me time enough to find someone else.

I called HMS again and they said they couldn't find any other provider for me, that I had to look for one. I went around and found other providers but many refused to call HMS because of previous bad experiences they all had or heard (the provider actually has to call HMS and spend at least 30 mins on the phone telling them the diagnosis and how much they will charge, this is not an exaggeration). I finally begged a guy to do it for me and after he calls, HMS tells me: "No, we are not approving him either, find another cheaper provider." Surprised? So I asked HMS how much is the budget I should be looking for and they tell me: "We cannot tell you". So I finally understood the game: They will never approved anyone, they are really really playing me, which is sad since they are affecting the health of my family and baby this way: prolonged exposure to high temperatures is a health hazard.

So, they offered me to send air conditioner equipment for a provider to install it (that way the save on material; note: based on the providers they say HSM sends the cheapest thing in the market). However, NO ONE in HMS can tell me approximately when will I receive them. One of HMS representatives said it could be a couple of weeks. A one star review I read said they waited weeks and the parts never came. Another review said they got multiple incompatible parts after waiting for weeks. Do you see what is going on?

They will not approve your provider, after you spend your precious hours and your provider's time. They offer you equipment, apparently cheap and sometimes incompatible, but who really knows when you will get them. I paid HMS, I am not asking for a free service. THEY SIMPLY DO NOT CARE. And to tell you more, I haven't cried in years, well that changed, I did after this HMS week, it really gets to you to feel used and scammed. If you do not want to feel disrespected, frustrated and defeated do not pay for HMS. Save your money, your dignity and your most precious commodity: your time.

Original Review: Hot water tank broke and left me without hot water. One of the in-network plumbers was on vacation and the other told me I was too far for them to service me. Called back in and was told they were researching for another plumber and was told I would receive a call in 24-48 hours. There are numerous plumbers in my area that offer service within 1 hour but was told that was not their procedure to use just any plumber and was given no resolution other than to be without hot water for the time being. I will not be renewing my warranty and will be posting reviews of this experience everywhere I can. Terrible company. Contacting the BBB.

Original Review: July 19, 2019

I have had them for 8 yrs and was satisfied up until this week. Our a/c motor went out so I called on Monday to put in the order and was told someone would be out Wednesday and I asked for someone sooner since we live in Georgia and it has been like 104 degrees and was told I can call and see if he can come sooner. A/c man came and let total know what was wrong and said he could get the part and have it fixed Tuesday night. Total said NO they had to order the part because it was 40.00 more for him to get it after it was approved which took over 24hrs to do so. I called and complained about that cause thats crazy. Lady told me sorry but thats what they have to do. Friday they tell me its ordered and will take 3-5 days for delivery. I went and picked up the part and fixed it ourselves.I called for a refund and they told me NO. Very dissapointed in the customer service.

In frustration, I called my own company to come out and take a look at it. They discovered that he had installed the unit to an old pipe that was out of service instead of to the actual pipe it should have gone to. After paying for the new company to re-install the unit properly, I explained the situation to the technician and to HMS and they both claimed it was not their responsibility. So long story short, I paid the technician full labor despite the fact that he improperly installed the unit. There were several other things I later noticed the company had charged me for that they did not do (they did not install a $150 new pad, did not recharge the refrigerant for the $200 they charged, etc.). The technician has still not refunded me any of this money. I received no apologies or reimbursement from either the technician or HMS. Extremely disappointed with the customer service and will not renew my policy with them.

Well Thursday the plumber who was supposed to come put cancelled an account Cross Country would cover their travel fee. Back to square one. Cross Country then assign me to a service provider who when I called them said they don’t service my area. Back to square one again. Cross Country customer service now wants me to wait another 24 hours for dispatch to find a service provider. Then who knows how long I’d have to wait for that appointment. I have never had such poor service from any company before. I don’t know how long they think I should have to wait to get my water heater fixed but weeks is way too long! I cancelled the claim and am taking care of it myself. I won’t recommend this company and will never use them again. What a waste of money. They answering service states it’s their goal to make homeownership a breeze or worry free or something like that. It was a nightmare.

What is NOT good about this company are the local contractors they hire to do the jobs. The contractors often do not communicate well (or at all), and it takes multiple calls to the TotalProtect main customer service number to get any kind of response from the local contractors. This isn't even a complaint about one specific contractor... we've had multiple claims through TotalProtect for a variety of unrelated issues and with every single one we always have trouble getting a response from the assigned company/contractor on our claims. To me this says TotalProtect is not doing a good job vetting their contractors, or they are overloading their contractors (not hiring enough of them), or both. When you make claims, be prepared to wait much longer than usual for someone to come service the issue, and be prepared to have to make multiple complaints to the main office about communication and punctuality.

If TotalProtect could commit to better screening processes for their contractors and hire enough help to get their claims taken care of, I would absolutely recommend this company to everyone I know. Like I said, the end result is that things do get fixed, and their prices are reasonable. I wouldn't drop the coverage for anything. But they can do much better, and they should.

We are very greatful to have this done and AC running again as the temperatures have continued to be 90+ and will be for the foreseeable future. What we don't understand is why this process took an entire month, from June 6th until July 10th, to get done. Obviously a number of people at Total Protect were Not Doing Their Jobs. Amazingly once the unit was ordered, it took One Day to get here and installed.

My husband and I was a little skeptical seeing how he did not unscrew any plumbing items or cut holds around the leaking area to confirm his diagnosis. Nevertheless, the problem was not fixed. The area where the leak started, caused the ceiling paint to peel and now our ceiling is starting to bubble in that area. We called Abel Plumbing Service. No response. We left many messages but no returned calls. We contact HMS Home Warranty to see if they can contact Abel or provide us with another Plumbing company. HMS Home Warranty had no luck and told us we can contact our own local plumbing service and see if they will accept payment from HMS, and if they do not accept HMS for payment, prior to getting repairs we need to call in for approval for Plumbing repairs.

Regrettably, the repair amount was very expensive, and no one in our local city accept HMS Home Warranty for payment. Therefore, we had to wait until we can afford to pay the amount out of pocket or finance the repairs. On June 6th, 2019 Roto Rooter Plumbing & Drain Service Technician came out and advise they can do the following plumbing repairs for a Total $1,722.93. Technician Todd ** spoke to HMS Approval Representative Tony and went over every repair and cost in details. Tony from HMS approved the repairs and advise Todd to provide me with the completed invoice to receive reimbursement from them. Roto – Rooter Technician Todd completed the job and provided an invoice of the repairs being paid in full. I emailed HMS 06/07/19 including claim information as well as photos of the repairs.

The week of June 10th, 2019 I spoke to two representatives from HMS. I was advised the paper work was received and it will take four to six weeks to be processed. On July 12, 2019 I spoke to John who place me on hold for a long period of time to see if the reimbursement department received the invoice as he did not see it on his end. Finally, John advised the reimbursement department did receive the paperwork and told me to call July 16, 2019, if I have not received a reimbursement. I called July 16, 2019, and was advised by HMS representative they did not have the invoice and I need to send the information in. I ask to speak to a supervisor at this point because they are giving me the run around. I spoke to Abeau **.

The Supervisor contact the reimbursement department while I was on the phone and told me they need the breakdown and invoice. I asked the Supervisor to wait on the line, so I can resend the email with this documentation. The Supervisor confirm she received the documentation and if I would like to hold or be called back while the reimbursement department review the invoice. I told the Supervisor I will hold because I feel like I am getting the runaround.

The supervisor finally returned and advise there is one item on the invoice that they need to contact Roto – Rooters to understand as they do not cover this item. I stated to the Supervisor the gentleman from her company on June 6th, 2019 approved all the repairs and she can review the recorded call to confirm. Tony from HMS did not indicate any items shared with him was not covered. The Supervisor stated, “I understand, and they will pull the call and will call me back July 16, 2019 with an update about my reimbursement”. I am waiting to hear back and prepare to take this matter to court to receive my reimbursement.

My washer and dryer (and pedestals) are both top of the line, high efficiency machines that are maroon in color. I was being offered a white GE washer (similar features, but NOT HE) or $520. I called immediately upon receipt of the email and was told that I needed to send an email to the Authorizations Department which I did the very next day outlining a model I had found, maroon in color, with comparable features. Despite my request to speak with someone in the Authorizations Department or a supervisor (who the reps told me I needed to speak with) this is when the total run around started.

So, how did it end? I supervisor finally called me AFTER I accepted the white washer and I asked if they would consider grey in the same model and she indicated she put it on the request as the unit had not yet been purchased and I would receive a call before it was purchased. I called the day I was promised a call and asked the status and they told me the white unit was purchased and it was too late. When I asked for the $520 based on how ridiculous this process was I was told that I could refuse delivery of the white washer and pay 35% of the cost of the washer (which was unknown as well) and I refused to invest any more money or time into this situation.

Upon delivery of my white washer, I'll figure out how to make it look half way decent upon a maroon pedestal next to a maroon dryer. Frustrating, absolutely frustrating. Now I'm concerned that if any of my stainless steel appliances need replacement, I'll be offered a basic white appliance as well. This warranty does NOT provide what it says it will. The whole situation has been maddening and very disappointing as this is what Sears has become - a company once known for its customer service and appreciation of loyal customers. Ugh. Tread carefully with this service.

First, to make a claim everything is computerized - it takes a half hour to get through to someone. Too, you have to give your same information to each and everyone you talk to - it's very frustrating.

Second, their service providers are terrible and don't show up when scheduled. Therefore you may have to wait numerous times for their service people to show up.

Third, the customer service never calls you back!!

Fourth, they put you through so much grief to make a claim - that it's not worth it.

Fifth, the price is getting extreme - the monthly fee then $150.00 for a service call. Given the price of that - you can buy something new instead, get a new warranty, and not have to deal with them.

Sixth, if the product isn't repairable - they give you almost nothing for the appliance.

Seventh, their customer service outright lies to you. I am filing suit against them in small claims court.

Finally, stay away - far away from them!

Original Review: July 16, 2019

This warranty service is criminal. DO NOT BECOME A VICTIM OF THIS HOME WARRANTY SERVICE. It is a scam. They will tell you what you want to hear until they need to put out the money for your service job. My personal experience: I was a customer for six years and only claimed two jobs from them (probably paid more in my deductible then they paid out to the service providers for Freon recharges). Now that a larger service job has been submitted, I have gotten nothing but dodged by customer service, undercut by Pre-authorization management, stonewalled by their case management department, AND EVEN HUNG UP ON BY THEIR MANAGERS!!!

Here is the issue: Buyers, keep in mind that you will never be sure of your coverage until after the job is done. These cons have hidden terms in their authorization department for limiting your coverage. My ceiling fan labor was supposed to be covered. At least that's what I was told over the phone twice before it was installed. It needed 2 electricians to safely do the job at a 20’ ceiling. They undercut me and only paid for one of the electrician’s labor when the industry standard has two electricians perform this job for safety reasons. They also undercut the price of a replacement fan. Keep in mind I/you will get NO information about their payouts on replacements until you’ve (the customer) gone too far.

I thought that I covered myself with two phone calls prior asking these specific questions about coverage and the estimated charges. They wouldn't e-mail me the guarantee in writing, so I asked them to record it in my call notes. Needless to say, this didn't do me any good. The new 60” ceiling fan was $350, and their payout was $125. This kind of devaluation is ridiculous because you can’t find a replacement 60” ceiling fan anywhere online for $125. The cheapest/ugliest is $175.

Customer Service: I was on the phone for more than 5 hours over a three day period with several departments. Although friendly, they will make you be on hold for several minutes at a time (sometimes 20) to try to make you give up. If you want to speak to someone in management you will get dodged with things like: "they're on lunch right now", "they're unavailable on another call", or "they're unavailable, can they e-mail you?" In 6 days now, I've never received a call back. So I called to ask to to speak to a manager. I was on hold for 5 times, for a total talk time of 2 hrs and 5 minutes, only to be hung up on when I'm trying to get a reasonable result from management. My advice: Talk to your neighbors about home warranty experiences. Talk to the professional service techs that come out like I did as well. They will most likely tell you to save your money. THESE PEOPLE ARE CROOKS IN THE FIRST DEGREE. Stay away.

It’s been well over a month and I’ve been calling this company to come out weekly to finally either fix or replace or do whatever it is they need to do so my unit doesn’t go out completely from running all the time. Also our AC now isn’t cooling as well and struggles to cool below 79 degrees on a 90 degree plus day. I let the AC repair company know about this too. So we are in the house roasting. I’m placing a phone call today to the warranty company in hopes they can either get this AC repair company to finally fix our issues that we’ve already paid our deductible for or send a new company because this is ridiculous. We don’t pay $45 per month for this kind of service.

This company is bad. Real bad. Their automated system keeps them from having to talk to the customers. When you get an agent they just say they don't know any more than what's on line. So as far as they know, your claim is "in processing". That's it.

Save your money and your patience.

4125.00

Naab Air Mechanical came 07/03/19, and said the issue was now fan motor. New part ordered and installed 07/12/19, though with having to also repair the fan itself. Unit worked for 1.5 hours before it again stopped functioning. Called Naab Air Mechanical, told to shut unit down for safety, and that it is now the condenser, though they did not return to diagnose that, so it's just a hunch basically.

Heat nearing 100 degrees in my area for foreseeable future, so house is uninhabitable with a 14 month child. Called both Naab Air Mechanical and HMS numerous times from 7/12 - 7/15, with a different answer each time. 7/15 Naab Air Mechanical emailed saying they submitted condenser claim, but that they also recommend $1,800 to replace the evaporator coil on the 30 year old unit.

Called HMS upon receiving that email, and after several holds and contact by HMS to Naab Air Mechanical, was informed that was only optional and suggested, so not covered. So I told them I'll just wait for that part to also break in however many hours or days, and then replace that too, since again, we're rebuilding a 30 year old unit one part at a time with basically educated guesses.

Inquired about lodging reimbursement since my house will be uninhabitable due to the heat. Told that there is no reimbursement, but they helpfully suggested that I pay for a hotel or ask to stay with friends, which is super helpful advice obviously. Then, magically, while still on the phone, Naab Air Mechanical sent in approximately $1,200 in unexpected non-covered charges for the part that they are GUESSING has gone wrong in their ongoing attempt to repair a 30 year old unit. The HMS representative wondered why they had not mentioned those to her on the phone 15 minutes prior, which I informed her is because the Naab Air Mechanical is ripping both HMS and me off. There's no mystery in that in the timing.

HMS told me that even though they didn't understand the $1,200 charges and why they weren't mentioned before, that it is my responsibility to contact the Naab Air Mechanical, the same company they contracted with in the first place, to find that out. I requested to speak with a manager, and told that was not possible, and that they would only tell me the same thing as the HMS representative I was already speaking to, and she assured me that she was very good at her job. While it felt good to know that she was good at her job, which appears quite frankly to be stonewalling, I still requested to speak with someone else, because nothing in this whole process makes any sense whatsoever. She informed me that she had to get permission to even request that I get a call back, and that even then it wasn't guaranteed.

At some point during the call, the HMS representative also mentioned getting a second opinion on what their chosen service technician recommended for the repair of a 30 year old unit. When I asked her to set that up then, she then informed me that they cannot do that, and that I needed to arrange for my own second opinion, at my own cost, and then send that second opinion to a group mailbox at HMS for consideration.

So this is a job well done in HMS' view. Keep that in mind should you choose to pay them money. I have since informed their technician that we are declining all services, and it appears that that message has reached HMS as the claim is now closed online. So I won't hold my breath for a phone call. That is the only way I have any choice or any say in this matter, which is to pay someone else who is reputable to do this job.

I WILL chose to never pay HMS another dollar of my money, and will recommend the same to anyone else that will listen. And if HMS tries to set you up with Naab Air Mechanical in Fairfax, VA, do not waste your time with them. The HMS response here will be quite interesting, as again this a job well done from their point of view.

Well it is now July 13. My refrigerator still has the same problem from Feb. My freezer has been leaking Freon. They replaced a part in March because part was on back order. A month later all Freon leaked out. Again lost everything in freezer. Tech filled it with Freon. Again said this should work. Of course I did not believe him. Not even a month later same problem. All the food defrosted once again. Called every month since Feb. Always asking to speak to a supervisor. Always get rude customer service.. They tell Me the same thing. "She is busy. She will call You back, blah blah." I have spent hours on the phone being transferred or giving me different phone numbers to call, and when I call their response is, "I am not sure why they gave you this number. You need to call this number."

I finally get through to someone and requested to get a different company to come out. So they agreed. He came out on July 2 and said there was a leak in the line and sealed it. The other techs said there were no leaks. Well unfortunately again lost all Freon. Called again on July 12 and the tech came out and said this is internal and cannot be fixed. He called and reported it to them. He said it is getting worse so now I have to have the agony again to get a resolution, I know this will not be easy to get a voucher for a new refrigerator.

I would of thought someone would of called me the same day to get this resolved. Nobody cares honestly. I have lost over a thousand dollars worth of food in the last 6 months. Nobody has even offered to replace the food. All they do is send out techs knowing that this cannot be fixed. All I want now is a new refrigerator for all the stress they have caused. Please do not do business with this company. Read the reviews. I can assure you that are all legit.

Original Review: My husband is a disabled US Vet. I set up an account with Total Protect and paid them monthly, direct payment from my checking account. For no reason, other than being told it was a "Corporate Decision". They canceled my contract. I feel we have been treated Unfairly. This company does not care and they left me in a bad situation.

I feel like it’s a complete conspiracy against the consumer and the warranty company is allowing the rogue service provider to take advantage of the consumer. I’m HOT (angry) and HOT (physically). No one has attempted to help resolve my concerns the lease of which is give me a second opinion.

The previous time my plumbing was backed up and it ended up needing a toilet replacement. Again they found an excuse to not cover the repair. The first claim was a for a failed microwave, and again they found an excuse to not cover the repair. Each time I paid out of pocket to replace or repair these items, plus the $100 deductible. I have read some of these reviews on this site and there are quite a few positive reviews. Is my experience just bad luck? It seems like they hold all the cards and can pick and choose which claims to pay and which to not. Is there any recourse I have to make HMS pay up?

Company does not install and was told to call Cross Country back to schedule install. Called back and they give me number of company to install. Only problem is they don't install either. Call Cross Country back and they have no other providers that they can find to install and will get with dispatch to see what they can do. Meanwhile we will need to wait who knows how long for this. It has been 3 weeks already. Paid $125 for deductible. Cannot get refund for deductible for all the trouble. Terrible experience and will probably cancel when this is all over. Not worth the aggravation and little help you get. Be aware that your replacement is not going to be exact or same quality.

12:30 pm Thankfully, AJL Electric Inc. owner Tony was able move schedules around and have a technician come out to my house quickly (their local and understand the severity of the summer heat in our area without having cooling and water). The technician checked the main panel, confirmed the main breaker was the source of the problem and tried to remove the breaker for replacement. This is a very old house, the breaker is build into the panel-can't be removed for replacement; the entire main panel box must be replaced. The technician called the owner with the results and walked him through all the components needed including pictures. We waited while the owner created the quote and provided it to the HMS for review/approval. I wrote my deductible check and handed it the technician, he would leave and return tomorrow with the parts to install; all contingent on HMS approving the claim.

2:30 pm- I received a call from the owner of AJL informing me that HMS denied the claim because of less than $30 cost of materials HMS didn't want to pay and HMS will reassign the job to another technician. You can imagine my disappointment, anger and disbelief HMS would jeopardize the health/welfare of my family for less than $30! I offered to pay AJL owner whatever the difference cost was just to have this job complete, he assured me the issue for him wasn't the $30 but that HMS has already reassigned the job but he's willing to talk things over with HMS because of the severity of this emergency.

I personally called 5+ times, each time speaking to a different representative, giving me the same answer "this claim is with our dispatcher and will be assigned when a technician is located" and my response is "how long would your family stay in a house with 90+ degrees/humidity temperate with no cooling system and water". It seems HMS doesn't understand what constitutes an EMERGENCY! I repeatedly told each representatives, AJL is very receptive to reviewing the quote in detail so it can be approved and the install can be completed. This was simply a 'lost cause', speaking to anyone at HMS results in false promises of supervisor callbacks- my phone record will show NO calls ever received from HMS and emergency technician will be dispatched-still waiting on a technician since AJL.

July 9th 8:00am- I received a call from AJL owner checking if I received a call from HMS because he received email from HMS with an approved $ amount but it was significantly lower than what he's able to accept. After our discussion, he agreed to call HMS to discuss the quote again to help me with getting this install complete (shocking that AJL is more concerned about my family than HMS). 9:10 am- Owner of AJL called back to inform the job was never reassigned to him and the email quote approval was invalid. To say I'm DISGUSTED with the handling of this EMERGENCY claim by HMS would be an understatement! 9:30 am- I'm back on the phone to HMS with numerous representative "this claim is with our dispatcher and will be assigned when a technician can be located". I hope these representatives never find themselves in an EMERGENCY situation and receive the same treatment they've given to me.

12:30 am- I receive call from NEW technician Air Quality Analysis owner Don. Don asked why the original Tech couldn't complete the job; I informed him the tech was able to complete the job but wasn't allowed to start since HMS denied the claim. Don asked to speak with the AJL tech,Tony agreed to the call from Don. Don (AQA) called me back after speaking with Tony (AJL) to inform me the price quote offered to HMS by Tony was more than fair and his price would be more based on the job and he would able to see me for at least 3 days. He planned on calling HMS to have them reassigned the job back to AJL because the price was fair and AJL has the time available for this EMERGENCY install. Don (AQA) called me back after providing the details to HMS (Rep noted all details) and advised me to call HMS to follow up (wished me luck with getting this resolved because again, he's local and is aware of the heat temperature).

12:45pm- I'm back on the phone with HMS relaying all the details of my conversation with Don (AQA) and that the notes should also be visible from Don's call. I'm pleading with every rep on each call to have the case reassigned to AJL so we can have power and water restored to our home but once again NO ONE CARES at HMS! What also seems to occur with each and every call is NO SUPERVISOR is EVER AVAILABLE to speak to me but can only provide a call back, which also NEVER HAPPENS... My phone records can confirm this FACT! The strange thing is HMS is ALWAYS AVAILABLE to accept payment of my premium and you NEVER need a callback for payment... How strange.

July 10th 9:30 am-I called HMS for a job status and to also inform them of the EMERGENCY situation regarding NO cooling during this hot summer temperature and NO water. Guess what I was told... "this clam is with our dispatcher and will be assigned when a technician can be located". I'm glad the rep had water and electricity this morning. 11:30 am- Still no help from any HMS representative or hope for a callback from a supervisor. In the meantime, my family has to drive to a club to purchase large 5 gallon bottles of water and large bags of ice. The health of my family is at risk due to the lack of HELP from HMS for a paid service. I'm reaching out to my homeowners insurance for guidance and will seek legal assistance.

Because of the pregnancy and fast-approaching arrival of a newborn, their lack of air conditioning is legally classified as a medical emergency. Despite this status CCHS has failed to replace the system. After multiple phone calls with claims of “no one is available in your region” and flat out refusal to authorize emergency overtime for the few places that could have come out, the system was finally inspected on July 3rd. It was condemned due to age and decay with an urgent recommendation to replace the entire system. This replacement was left pending approval from CCHS.

After absolutely no communication since the inspection and multiple messages left each day, a supervisor finally ordered the** caseworker to return their calls. It turns out, regardless of her promises to get the system fixed no later than July 8th, she had gone on vacation and failed to turn the case over to someone who was actually in the office. Upon her return she chose to ignore the ** messages until forced by her boss to give them a callback.

During this phone call it was discovered that the paperwork had been illegally changed – TWICE – to avoid paying for the replacement of the system and that the claim was almost finished being denied. Three supervisors later, CCHS finally acknowledged the paperwork was invalid. However, they decided that the only way to correct this error of theirs was to start from scratch with a new company conducting a new inspection. That appointment is still pending but supposedly they've authorized emergency overtime so it will be scheduled soon.

The ** want to know if CCHS will pay their medical bills if they go into labor early. Or if CCHS will cover an extended hospital stay since the family cannot bring a newborn into a house that is over 85 degrees for 16 hrs a day. A post on CCHS's Facebook page was deleted and the ** were blocked from any further interaction with the company page. Andy and Katelyn are now spreading the word to everyone they can to never deal with Cross Country Home Services for anything ever. The couple is also looking into legal options, especially if undue medical costs arise from this shameful treatment.

Original Review: July 9, 2019

We had two leaks in a cast iron waste line. We wrapped the larger crack with flex tape to prevent more water flowing out. We submitted a claim and the called the plumbing company that was contracted. The owner set up an appointment for the following day and told us that if it could be repaired they had a process for that. The next day the plumber called on the way to the job and asked what the job even was because all the information he had on his sheet was “plumbing”. Upon arrival he looked at the pipe and said that the fix was sanding down the rusty parts and applying JB Weld. Then we couldn’t use it for 24 hours. Obviously I did not let him patch the pipe with what I could have done in two minutes myself. This is the type of temporary fix that a homeowner would do while waiting for a plumber.

We have since had a real plumber come have a look and he confirmed that the section of pipe needs to be replaced. I have since researched the plumbing company and they have an F rating on BBB and all one star reviews in Yelp, Google, etc. When I called to talk to a repress they informed me that when the plumber called their authorisation department he told them that he had told me that the repair of the two sections was what was authorised. He didn’t even see the problem or know what it was until he arrived so that indicated that he didn’t even speak to the warranty company until AFTER he had even seen the problem. The entire process was extremely shady and if this is how HMS gives people “peace of mind” I will not be renewing our contract.

I started a claim with HMS on May 20, which was easy enough, but then the execution of the claim has been a nightmare. I paid a $200 deductible (per the HMS warranty requirement) to the repair service HMS assigned when they came out to diagnose the problem. That was money thrown away. The problem was a freon leak, and parts had to be ordered. The service provider left after they got confirmation from HMS that they had the information they needed, never to be heard from again. They didn’t leave enough freon in the system to cool the house while the parts were on order, a common customer service practice as freon generally leaks out very slowly.

I checked the HMS on-line system almost daily for the next couple of weeks to see the status of my claim. Even as of this writing seven weeks later, the HMS system shows the parts are still on order. I called HMS a couple of times to try to get additional information, but I didn’t get any more information than what was on the screen. I also called the service provider twice and did not get a return call.

Well, I called HMS again on July 3 to see if they would agree that six weeks is a little long to be without A/C in the summer. By the way, we have a 91 year-old living with us. They agreed, and they told me that they had actually contacted the service provider weeks earlier but didn’t get a response either. I guess they thought it was okay to just let my family go without A/C indefinitely, because they didn’t do anything about it. HMS did say they are escalating this to their regional management, and that they will call back. Nothing so far.

So, out of concern for my family, I called the company that installed the unit initially (their service log is posted on the vent stack). The diagnosis was the same, but they had the parts ready to install in one day. They also left the system with enough freon to keep the house cool while waiting for the parts to be installed. Now I want my money back for the repair ($770.00), and the initial $200 for the service provider that disappeared. I want HMS to pay the entire $970. Having read some other reviews, it seems that filing suit is the only way to get the money back from this company, so I will do that. I will update this story as it unfolds further.

The company tells us the $400 part likely won’t fix the problem, and they can’t schedule the repair for another week, but once again HMS could care less about the countless hours we’ve spent on the phone with them and repair companies as well as the time off work we’ve sacrificed to deal with multiple appointments. Customer service does nothing to expedite any processes and their automated prompts cause over a 5 minute delay before you can talk to an actual person. We will be canceling our brand and going with a company who cares about their customers. I would strongly recommend staying away from this company if you are looking for reliability and reasonable customer service.

Finally this SP agreed to come in and take a look, but was not available for almost a week. So appointment scheduled after a week, technician turned up as scheduled, diagnosed the issue and said he has reported the problem to HMS while he was at my home. Then no calls from anyone, been another week, am still waiting. I keep calling HMS and SP every day just to hear that they are still working on the claim. HMS asks me to talk to SP for status and SP asks me to talk to HMS.. very frustrated now. SP says they reported the diagnosis report to HMS, but HMS says they have not received anything from SP and asks me to call back after another 2 days. TWO days?? Really??

It's been almost more than 2 weeks now that I am without a washer and HMS does not seem to care for this. Their responses are very pathetic and does not seem to understand the needs to the customer or their situation. They said their system has not been updated with anything yet. I asked for a supervisor to talk to, but after another 20 minutes wait time, they said no supervisor is available at the moment. I don't know what's next. Waiting!! Altogether very upset and frustrated and unhappy with HMS after paying my premium for an year.

The issue with HMS is that customer service keeps telling me this is an emergency because I have three young children and the temperature has been over 90 degrees everyday since the service call. I have been calling HMS everyday and spend 1 to 2 hours a day on the phone with customer service, but they keep telling me there is nothing further they can do to get a HVAC service out to my house any faster.

The break in the case came when one of the customer service reps accidentally forwarded me to the ServiceBench system that the contractors call to file the claims and deal with the processing side of HMS. I was able to speak to a knowledge person who was honest with me about the status of the service call. That person informed me the case was revised at least 8 times with different service provider requests, but nowhere was the service request identified as an emergency and the request was never escalated. I am absolutely astounded how customer service could lie to me for weeks about how this case was an emergency because of children and outside temperature, but not actually document that in the case notes or do anything to help me get a technician out to work on my air conditioning system.

Customer service is intentionally lying to me or they are not sufficiently knowledgeable to help, but either way my family is suffering due to HMS's inability to provide the service in a reasonable time frame. I have had several other home warranties in the past, and when other home warranties categorize a request as an emergency, the service provider has been there the same day, and even on holidays. Other warranty companies activity manage the service provider, provide truthful information through customer service and cost significantly less. There are much better options than HMS if you are looking for a home warranty.

Original Review: I was given the HMS warranty from the seller when I purchased my current house and have filed 2 claims. The first claim I filed was for a heating issue in December for a split heat pump/gas furnace that was not completed until March of the following year. I am now 9 days into a cooling issue and HMS has not been able to get a service to my home yet. I live in a town of 30k people that is a suburb on of the larger cities in the US, so I would think they would be better at finding a contractor. HMS has declared this an emergency repair since the temperature has been over 85 degrees each day since I requested service. HMS will not allow me to go out and an HVAC service on my own, but are clearly incapable of resolving the issue so far.

I am currently on the phone with HMS (Leon), who is giving me the runaround. I demanded to speak to a supervisor. Talked to Supv who stated that, we are now pushed out to 7/18 serv date. However, she looked into the only other (of 2 serv comps contracted w/ them in all of SE WI) who may contact me today, to provide a 7/10 serv date. When I asked, what happens if my refrig needs replacement? Her reply was, that they would ship a new one equivalent to ours at their wholesale cost, and that I had no choice in what is selected. The other option is a buyout at retail value.

We have had Old Republic and American Home Shield in the past. Never had issues. Both were very professional and superior in taking care of their customer base. Unfortunately, the listing agent/Realtor purchased this company at the closing of our real estate transaction. We had no say in what company was selected. Needless to say, this IS ONGOING AND STILL NOT RESOLVED...

Day 6: I follow up with the alternate contractor to ensure he didn’t have some kind of mix up. He refused to honor the appointment. We call HMS to request another appointment. The only remaining contractor in our area (near Louisville, KY) with anything available has 1.6 stars on Google reviews (ABC Heating and Cooling). My wife begs them to send out somebody else. She’s told it’s the only option. I realize that I better get a second opinion, so that I don’t get screwed. I schedule an appointment with Summers (5.0 on Google). Day 7: The tech from Summers comes out in the morning. He’s very professional and friendly and thoroughly checks things out both inside and out. I’m told I’ll need to have the condenser coil replaced which will cost over $2k.

In the afternoon the tech from ABC calls my wife to tell her that he’s able to come a day early. He turns out to be exactly what you’d expect for someone with 1.6 stars on Google: unprofessional, rude, lazy, and severely lacking in knowledge and integrity. He looks at the electrical panel, but can’t figure out why the unit won’t power on (the main shutoff had been disconnected by the other tech). Unfortunately, I wasn’t home to direct him to the source of the problem, and he was too incompetent to figure it out on his own. I have another unit (not in use) next to the unit he was there to diagnose. He was too lazy to trace the wiring to the source of the proper shutoff, otherwise he would have seen the word ‘OFF’ at the switch. Instead he pulled out a couple of fuses from the wrong shutoff and told my wife that the problem was just a bad fuse. He charged us a $50 fee and left.

That evening, when I arrived home from work I contacted HMS to tell them about our experience and request another appointment. The customer service rep was very friendly, but I believe he was just telling me what I wanted to hear. He told me that he contacted ABC, and he stated that the tech was also rude and unprofessional towards him. The agent was unable to get an appointment scheduled with another service provider, so he told me that he would bump our situation up to a medical emergency (Broken A/C for a week in 90+ weather) and that someone would contact me within 24 hours (likely granting me permission to use my own service provider).

Day 8: After 24 hours I still haven’t received a phone call from anyone at HMS, so I call them. While working my way through the automated phone tree, I receive a text update on my claim. I go to the link and learn that my claim has been ‘cancelled’. When I finally reach an agent, he tells me that he’s not sure why it’s been cancelled and he’ll have to get a supervisor involved. He’s unable to reach a supervisor, so he tells me with a high level of certainty that a supervisor will contact me within 30 minutes. I wait an hour and no call, so I work my way back through the phone tree and demand to speak to a supervisor. The supervisor very tersely tells me she needs to look into my case and puts me on hold for 20+ minutes. She comes back briefly and tells me she’s bumping things up to case management. I wait on hold for another 15 minutes.

The hold music ends and the supervisor jumps right into telling me that my claim is being denied. She sounds as if she’s been psyching herself up for an argument while I have been on hold. I immediately go from thinking this is just a misunderstanding that she’s been working on my behalf to resolve to the realization that I am being screwed. My temper flares and we have a heated conversation for a few minutes. Turns out that the incompetent technician they sent claims our unit hasn’t been properly maintained (there are signs of pests and wires chewed through) and this is a breach of contract. I’m told he’s sent pictures as proof. I ask if I can see the pictures (are they even of my unit?) No. I detail his lack of competence and mention his Google rating. I’m told Google ratings don’t factor into their processes for determining the quality of the contractors they associate with.

I ask if I can send my own pictures as defense. I’m given an email address and told to send them attention this supervisor. She’ll call me back once she receives them. I take pictures and videos to demonstrate that the unit both powers on and does not show signs of pests. I send them to the email address and wait for a call back. (Auto reply says the email will be reviewed in 3-5 business days). I call back and find out that all the supervisors are gone for the night. The agent I speak with, tells me he’s working in the morning and will call me back to get me in touch with a supervisor by 10am.

Day 9: The time passes and no one calls, so I call again and demand to speak to a supervisor. I’m transferred to the case management department. I speak with another friendly and seemingly honest individual. I ask him if my photos have been received and linked to my case. He cannot locate them, so he gives me his direct email to send them to. He confirms receipt and tells me that my claim should not have been denied due to lack of maintenance. Some contracts include this type of language, but that particular clause isn’t in my contract. He tells me he doesn’t have any authority to overturn the denial, but that he’s sending the details to management for further review. He can’t confirm when they will reach out to me but says it should be within 24 hours.

Day 10: 24 hours passes and still no call back (notice a theme?) I call again and demand to go straight to a supervisor. I’m told none are available, but one can call me back. I’m not buying it this time, so I determine to stay on the line until one is available. Eventually I’m directed to another case manager. She apologizes and tells me that she can understand my frustration, but that there’s nothing that she can do unless I can prove my unit has been maintenanced. I continue to dig in to find more clarity. She points me to the direct place in my contract stated as the reason my claim is being denied. Turns out the issue isn’t with a lack of past maintenance. The case manager I spoke with on Day 9 was right; there isn’t anything in my contract that would give them grounds to deny my claim based on lack of regular maintenance.

No, they are denying the claim because their ‘certified’ technician (from ABC) claims it can’t be diagnosed until proper maintenance is performed, and the contract states that maintenance is not covered under the warranty. So what does the case manager advise me to do? Hire a licensed and certified contractor to come maintenance the unit. Then send them documentation stating that said maintenance has been completed. Here’s the catch: I cannot have that contractor service the unit (i.e fix the real problem) because that work will need to be approved and completed by one of their ‘highly rated’ technicians. This is not a joke. You can’t make this stuff up. It’s a real nightmare. I’m currently stuck between a rock and a hard place. I want to just pay Summers to fix the problem, so I can be sure that it’s completed soon and done right. However, I know that if I do, HMS will refuse to reimburse me and they will ultimately win.

Moral of the story? HMS cannot be trusted. They are a deceptive company who chooses to align themselves with scam artists pretending to be service technicians rather than to provide a fair warranty service. They don’t care about their customers. They only care about taking their customers’ money. Therefore, they will make every effort to ensure they do not have to cover any expensive claims. If you want insurance for your appliances, you’re better off putting your money in a savings account.

When I called HMS to tell them that I paid both contractors $100 within days apart, they told me that I would get my $100 reimbursed. They told me to send in both claim numbers that I had and forward a copy of both my receipts, but I never heard back from them. I never got my reimbursement back. But outside of that, I didn't have any problem with HMS.

1) First HMS approved contractor sent in a claim that my AC Condenser Unit had failed and needed to be replaced as no compatible parts were available (it's over 20 years old). HMS denied the claim and sent another contractor. Second contractor submitted the same analysis. HMS denied the claim and send a third contractor. Third Contractor stated he could modify the system to work with mismatching parts. HMS approved the parts but told me I'd have to pay out of pocket for the needed modifications to *Frankenstein* my unit.

2) When asked why the first two bids were rejected, two HMS customer service reps told me that HMS did not reject the first two contractors, but that the contractors were the ones that cancelled my service requests. Two different HMS service reps told me that HMS cancelled both because the providers couldn't accomplish the job in an acceptable timeframe. The owners of both contract companies told me that HMS rejected their bids as "too costly". When I asked for an official claim history from HMS, they told me they would send one via email. It never made it to me. When I asked why they never sent it, they apologized and said that they'd send it this time. Again... It never made it here. As they verify my email address on every call, I know they have my correct address.

3) When asked to speak to a supervisor for an update, I was put on another extensive hold when a man "Tommy" came on the line and threatened to delay my service if I kept him on the phone. "Every second you keep talking to me, your claim could be delayed days... or even weeks" (Yes, that's a quote). And my average call time to HMS takes about 55 minutes since every question requires the representative to put me on a "short 2-minute hold" while they read something or ask their supervisor a question. Most holds are longer than 2-minutes.

4) Over the three contractors that HMS kept sending to my home, I have already paid more than my deductible since "deductible is due to at time of service". HMS has promised to reimburse me on receipt of my invoices totaling beyond my agreed upon deductible. I'll update this if it actually happens.

5) Multiple HMS representatives and supervisors promised me that I would have final word on a bid before work would begin. I was told that I would receive an email with my options after the contractor submits their analysis of the issue. I told them that I wanted it crystal clear that I do NOT consent to any bid above my deductible without my approval. They stated that I'd definitely get an email since it's their procedure and I shouldn’t worry. Today, HMS told me that they were starting the "investigation looking for my parts". I told them I had not reviewed the bid, they read it to me and said there are $570 that will come out of my pocket. 400 for disposal of my old unit and 170 to cover the modifications to make the mismatched parts work with my system. I told them I'm not paying and want another bid. They told me that they were already seeking the parts so it’s too late. When I asked about the previous promises, they had made to me and why I wasn’t notified, they never answered any question and just kept saying "Sorry we already ordered the parts, you're stuck with this".

6) I told HMS that they have no authority to commit me to out of pocket costs especially after I had made it clear that I would not consent to them without reviewing them. They told me it was fine and they would make a note for the contractor that I would handle disposal myself and wouldn’t have to pay the fees. I called the contractor to confirm what HMS just told me. He told me the numbers HMS quoted me did not include his “additional service fees” if I expected it to be done in less than two weeks. He also told me that his service fee wasn’t covered by HMS, and that the additional fee was significant because "it's the 4th of July I’m usually closed because it’s a holiday week". I'm a service member who has been deployed overseas over many 4th of July's. I, unfortunately couldn’t use them as an excuse to get MORE money. The contractor told me "I won’t service your home unless you agree". I told him I do NOT agree and would be calling HMS to reiterate the same.

7) As HMS customer service told me that I could not change contractors, I told him to cancel the claim since HMS does not have unlimited authority to spend my money especially with the total out of pocket costs reaching $1000. He said "Sorry, as parts are on order you cannot cancel". I told him I never approved HMS ordering parts, he said, "Sorry, it’s our process". I next, went online and clicked "Cancel this claim" myself. I have a screenshot of the cancellation in case HMS tries to scam me further and will add to this post as needed.

8) I have since created a new claim and called to have it assigned to what I consider a reputable local business. HMS told me, "They're not an authorized provider". I told them, I know that they are, as I've used them before. The HMS rep stated with some attitude, "Look, just because you used some company a year or two ago doesn’t mean they’re still in business"... I told them I used them last week and to look at my account. She then told me, "Oh that company has gone "inactive"." So, I asked her to look again while I called the owner of that company on my other phone. The owner of the company said, "We're finishing a job for them right now." I negotiated with them last week. When I asked the rep how that was possible, she told me that she didn’t know since they're inactive.

9) I asked HMS if they had a buyout option for the claim, "We can ask, but if I do that.. there's no going back." When I asked what that means, she said that if I ask for the *official* buyout option, we can no longer file a claim for our A/C and we're committed to it. Yes, HMS actually expects customers to agree to a settled amount, BEFORE they tell you the settled amount. When I told them that I would never agree to that. Just like how I'd never agree to them spending my money or committing me to out of pocket costs. She divulged that it would probably be around $400. Yes, HMS wanted me to commit to a buyout on my claim without knowing the number and planned to hand me 400 instead of replacing my A/C unit. I declined their estimate and reiterated that I did NOT consent to the *official* buyout process.

FINALLY, So tomorrow, I'm going to call them again. Given the heat and some health issues I won’t disclose here, I'm moving the family in with relatives while I keep fighting for HMS to do what they've promised. The HMS brochure states: HMS will “repair or replace” the mechanical failures of major systems, not stall me until they can find a guy that can Frankenstein some mismatched parts into a semi-functional system while planning to shift all costs back on me. They say “you’ll pay one low deductible”, I’ve paid two so far… They say “you’ll be matched with a pre-screened licensed professional so you won't have to waste time searching the internet and hoping for the best”. The only time I’ve wasted is waiting on HMS while they sift through multiple contractors... sending multiple strangers to my home until they found a bid cheap enough and who would find a way to bill me instead of them.

They say I’ll have peace of mind and “assurance that I won’t have to worry when a covered appliance or system breaks down…” I’m scared to think of just how badly HMS would have scammed me if I hadn’t been on top of them and managed every aspect of my own repair. I’ll update this review as I go into day 12 without AC in 90+ degree weather.

For a company that is the size of HMS, tracking of the orders should be immediate. The claims department have not been able to find out if the parts have been made available. It is 90 degrees where we live and we have been without a/c for 6 weeks. I should place a request to the supervisor and the supervisor will call me after 24 to 48 hours and if for some reason I don't pick up the call, I have to place a request again and wait an additional 24 to 48 hours. Not that the supervisor is able to give any additional info, they keep repeating the same thing... I am running out of options and don't know if I have to wait for another 6 weeks to get it repaired. Horrible service!!!!

It turned out it was kinda silly to call in this case. The guy was literally only there about 4 minutes and I paid him $100. That was kind of obnoxious. HMS was also probably paying him to be there. It would’ve been nice if he would have said, “I’ll just do it for you.” But it was a good experience. And I do like that my Realtor said I can call for numerous issues and only pay the $100 deductible at a time. I’ve been trying to add up things that I think need to be fixed to call for at one time ‘cause I bought a rehabbed 100-year old house. With buying an older home, I would recommend anybody to get the warranty.

It’s also been a great experience with the contractors. The last three years, we’ve mainly had them in for air conditioner. But last year, a ontractor did the service and got us straight. So, this year, when we had air conditioning issues, I just asked that we didn’t have him and they sent somebody else. And it was great. I would definitely recommend TotalProtect.

When I finally came in contact with a rep, it was okay, and that person had told me who the actual people that were going to be doing the work. The plumbing company came in to give us an estimate and they did a wonderful job in doing the work. They also did a wonderful job in communicating, called me after meeting them then to HMS. HMS better hold on to them because they don’t find people to have that good a service. I’m happy with the service of HMS except for that initial contact, to be unable to speak with a live buddy.

I had an AC claim, and I was told that the unit outside needed cleaning. I told the tech to clean it and he said that it was not covered by my warranty. I said that wasn't a problem and to clean it. He said that he didn't have time and left. I had to put another claim and HMS sent me the same person. He was saying that the problem was also with the heating system which I didn't understand. I complained, and HMS sent somebody else. They sent the company who had installed the heating system and the guy who came did an amazing job. Everything works perfectly now. I'd recommend HMS.

The contractor that TotalProtect sent came. He said he had to add one unit of Freon, and everything has worked fine since. And it’s been cool enough since then, so I haven't had any more problem. And there were no additional charges except that 125. The service was fine. The only other time that I had a claim that I was a little concerned about with TotalProtect was that they paid almost $800 to a Sears repairman to repair my 16-year-old washing machine. It sounds like a thrashing machine when it goes but it does the clothes. I couldn’t believe that they paid that much. But somebody told me that the new machines aren’t worth very much anyway. I also had my oven replaced by TotaProtect. My dishwasher, since they said it was still working, I finally just went and had a new dishwasher put in on my own because I wanted the Bosch that’s so quiet, you don’t even know you're washing dishes. I recommended TotalProtect to all my neighborhood group.

We have asked for a manager and are told no one is available. We ask for a call back and each time it’s another 24-48 hours and have yet to receive a call. Information that was submitted on Wednesday for an escalation showed as no record of ever occurring on Thursday. We were told Thursday if the contractor didn’t answer, we/HMS could request a new one come out again. Today we were told this was not possible. These contradictions have occurred MULTIPLE times. They are supposedly 24/7 but their phone line is 9-5 M-F. We are unsuccessfully managing a company who has a broken process and is supposed to help us and are no closer to a fix or replacement. Laundry bills are costly and time consuming. Is there anyone who can help us get this resolved????

Because their parent company (The Cross Country Group, LLC) is based out of Massachusetts, I have no ability to take them to small claims court (and the dollar amount in question makes hiring a lawyer licensed in MA a moot point). I'll be filing against the contractor directly, but anyone that gets involved with this company should understand upfront that they won't take any responsibility for any incompetent contractors that they send your way. You'll be dealing with the contractor directly for everything, so you might as well do that instead of giving this company money in addition.

For the next three weeks I called the technician, and HMS a couple times a week. During this time, HMS said they could not get in touch with Sears and the technician said they were waiting for approval for the recommended replacement. On June 2019, the Sears technician came out again to take pictures for the fourth time and called HMS while sitting in my living room. After a considerable amount of time, The technician told me he'd gotten to the Approvals/Research group and found that the 'approval' had been sent to a Sears commercial store and not Sears Home Services. A short time later, the technician showed me on his phone what was approved and what would be my responsibility (I was a bit surprised by that). I thought things were now moving. I was wrong.

I contacted HMS on June 20, 2019 to find out when the install would happen. The person I got on the phone told me that she didn't have any update and my claim had been turned over to a Case Manager and I would have to talk to them as their notes were not visible to the people manning the phones. I was shuffled around until I got a Case Manager who told me the approval to replace the unit had been made on June 18,2019. I asked what about the approval I was shown on June 8th. The Case Manager repeated that the approval was made on June 18th.

I started making daily calls to HMS. I could not get an information on what was happening other than the claim was still being 'reviewed'. I started getting calls from the Long & Foster Warranty group (the realtor who suggested the policy when I bought the house in 1999). They said the same thing as the HMS people, Sears is not get back to them. On June 26, 2019, I received a call from the Installation Coordinator to set up an appointment for the company that would be installing the new AC Unit. The would be coming to access what would be needed to install a replacement. Their assessment would be formalized at Sears and Sent back to HMS for yet another approval.

The Long & Foster Warranty Group called me to say there was nothing new, Sears was still not responding and they were considering giving me the amount they were authorizing for the AC replacement. I told them Sears had set up an appointment to measure and determine what would be needed for the replacement. They were very surprised. As of June 28, 2019 it has been 8-weeks since the initial claim filing. I still do not have working AC nor am I really sure what is going on to resolve my claim.

Now, I'm currently dealing with no A/C with a heat index over 100 degrees. I'm 4 days without A/C with my inside temp between 85-90 degrees. My wife has a heart condition, my pets are at risk and I still don't even have a provider. The one provider I was able to call and that could have already fixed it said "We don't do work for HMS anymore because they don't pay us." I am beyond frustrated with the lack of providers and help for an emergency such as this. Home warranties should be usable and I have not been able to use mine yet for 2 emergencies. I do not plan to renew my policy with a company that can't even help me in an emergency.

This last experience that we had just a couple of months ago, we had a fellow come and look at our air conditioner, and he found that the people who had come out door to door to do our free check, unplugged something to make it fail. He showed it to me and said, "Here's your problem. If it worked before they did the repair, and it didn't work after, you can kinda figure out what happened." I called the people and they said that they're just gonna refund the deductible and they'll all be good to go. The technicians are very interested in saving us money and making sure that it's fixed correctly. I have absolutely no complaints and I think they're marvelous. I have recommended HMS to friends.

I had a service provider come out to my home and they recommended full replacement of my AC unit as there were several leaks from normal wear and tear. They DID NOT approve the repair as the company would not use HMS parts. So I was not only asked to find a company to repair the unit, but they then would not authorize the repair. I am paying close to $4000 out of pocket for this repair, and the reason they would not approve it was because a company would not use the parts supplied by HMS. This is completely a scam. Do not purchase with them. They do not make any situations right.

Meanwhile I am hauling my laundry to a laundromat with no end in sight. No one will take the lead to get this resolved. So far I have not been able to speak to a supervisor. I am on hold now for that. I had a claim last spring with an air conditioner unit. Service was a little better but had to pay way more than the representative said when she suggested we go to the premium policy. Things were not covered as she had indicated they would be. I will not renew our contract with them. It is our first home warranty company. I don’t know if all of them are like this or not but at this point I don’t want to do business with this company due to poor service.

We do this and they keep saying the same exact thing. We have a young baby and have to drag her with our bags of laundry to the laundromat. No one seems to care about this when explaining this to HMS. Every time we call, we get someone different. They won’t give you their direct number so you can continue to talk to the same person each time you call. You can’t get a number for a supervisor. This whole process has been a nightmare. It feels like this company does not care about their customers.

I tried to call several contractors (most contractors did not want to deal with Sears warranty) and I ended up with contractor who was willing to come out by did not want to call Sears to call Sears authorize department to report the issue. I paid $150 for this contractor and call OWNER CO to report the issue written on the invoice. Sears told me that the contractor needed to call Sears authorize when he was at my home. OWNER CO told me to find another contractors who would be willing to call Sears authorization department to report the problem on the spot. I ended up calling different contractors and finally found one contractor that was willing call Sears authorize department to report the issue on the spot. The service tech came out on Friday June 21, 2019 afternoon. He checked the AC and called Sears authorize department on his cell phone on the spot to report the issue and suggested that the AC unit need to be replaced.

Sears authorize took note all the information provided by the technician and told him that they would contact me to let me know what need to be done. Then, on Monday June 24, 2019, I contact Sears and they told me that I had to call the tech who came out on Friday to contact Sears authorization department to provide details report of the issue that he found. I paid another $181 for this service call. I called him and he called Sears and gave them the details report the same day. Another day past and I did not hear from Sears. I called Sears this morning (Weds, June 28, 2019) to follow up and they told me that the contractor did not want to negotiate with Sears to replace the AC unit. So, Sears has sent back my claim to dispatch department to locate different contractor to come out to check on my AC and they told me that I am back to square one again as that is the process how Sears handles the claim.

I am frustrated and disappointed the way Sears warranty has been handling my claim since May 13. They told me that I have to wait 24-48 hours for dispatch to locate new contractor. I asked to talk to superior/manager, they told me they will have their supervisor/manager to contact me within 24-48 hours. Nobody at Sears warranty have seems to care about their customer and have a sense of urgency regarding to the issue. Now, I have to wait for 24-48 hours for dispatch and not sure if they will be able to find a contractor in my area and ended up to let me find contractors again. I don't see my AC will be fixed/replaced at any time soon.

I pay $69/month for the Sears warranty and have paid a total of $331 for the two service calls, and times to call around, spending at home waiting for the service techs to come out. So, disappointed. I am giving a 1 star review for Sears/Cross Country Home Services due to the way that they handle my claim. I can even give 0 star if there is option to do so.

We only have one bad experience and I really don’t wanna fault the warranty company for that. It was the service company they used. And once we told them of the problem, then another service company came out and they serviced us. The service was fine. My one issue is that we are required to pay our share before the work is done. When we have construction going on or repairs of our home, we're usually used to pay half up front and then half when it’s done. That would be my only thought of it. But then HMS has done well and I would recommend them.

Three years ago, the first guy came out and said the air conditioner was fine. He pushed some things in it and walked away, and it never worked right. The next guy came out and said I needed a brand-new unit. So, they sent me one, put the outside in and I had to pay extra for the Freon and all that good stuff, which I understand. Then, about three to six months later, it went out again. So, they called and said the inside unit need to be replaced. They replaced the inside unit and about a month later, I had to call them back again and they said that the Freon was no good. I got a leak in my lines. They sent somebody else out and the guy said that it just needed more Freon. He added some more and it has been working fine ever since. I'm happy now but it just took a year to do it.

Unfortunately that's where the efforts to properly address my warranty claim then tapered off and abruptly ended. The portable a/c unit was nice initially, but it was way too expensive to run according to my first electricity bill. Yikes. So that was when I returned it, and decided since I was close to having my central a/c repaired I would just use the store credit to do some other upgrades around my house. With some research and coupons I was able to pull off both a new over the range microwave and a new kitchen sink. Since both of those were way past their prime in my house, but now they're brand new. So that was nice. But doesn't suffice for my home protection plan not doing what it was advertised to me as.

So once the claim was assessed, I was informed that after the escalation, they had agreed to replace the a/c unit and their service provider estimated the replacement to cost around $2400, which is way low in comparison to the other quotes I received from other service providers in my area. (More on that later.) And my uncovered charges were around $900, which left me with that amount to pay the service provider up front. I did not have that kind of money to put out. If I did, I wouldn't still be messing with this home warranty policy. So upon contacting CCHS again, they told me the next step was finding a company that would be willing to contract with CCHS for third party payment and get them to provide an estimate. So I requested many consultations from other local providers. All of them gave me estimates of at least double the $2400 that CCHS' service provider gave. And none of them were willing to work with CCHS.

Personally, I don't blame them. One last shot, I go through Sears Home Services and request a free a/c replacement consultation. I figured if anyone would be willing to partner with Sears it would be Sears. I ended up having a very knowledgeable technician come for this consultation. He informed me that my existing system is not a mismatched system as my earlier claim denial would suggest. He also said that the refrigerant is not yet banned for technicians to use. Recycled R22 refrigerant is still available and legal for service providers to charge units with until Jan 2020. Which is opposite of what I heard and that opposite was the apparent reason why my existing unit had to be replaced versus recharged. And finally they also said that they could not legally help me, being that the existing unit was illegally ran from the 50 amp power supply on my property.

Funny, the service provider contracted through CCHS failed to notice that, but was still insisting I pay for permits, doubtful that he would have actually gotten them, that would have just been money in his pocket not provided by CCHS. I guess it's just a deal CCHS and their contracted service providers make in order to benefit themselves and not the home warranty holders. They seem to keep that part of the claim process hush hush. I'm not asking for a brand new ac unit at this point, I would be ecstatic if CCHS would just send somebody out to recharge my existing system with recycled R22 before it is phased out. I would like to get as much use out of my existing system as possible considering, it still works.

Original Review: Every time I need a repair in my home I feel like for 69.99 a month plus $100 deductible every time a service provider comes out, I should be able to relax and feel that due to my investment mentioned above, It will be taken care of, but I cannot help the waves of anxiety and nervousness that come over me as I wonder what ridiculous things CCHS has in store for me this time.

A few times I have been satisfied with the service, but I am mostly put in situations where I must pay them to leave after getting told "the reason why your freezer is melting and running down into your fridge is because you have food in the back of the freezer, you shouldn't keep it there, it blocks the cooler vents." Plus the hundreds of dollars I was out when they approved my furnace to be replaced with a third party claim because they did not have any service providers in my area. I was encouraged to find my own. I did and went through months of hassle to get everything set up for the job to get done, once it was the reimbursement amount suddenly changes and I am forced to start making payments to the service provider that I couldn't afford. Even faced the threat of having a mechanic's lien put on my house at one point when I missed a payment. Lots of fun.

Now I am dealing with them again over repair of my central a/c unit. Which I ended up having the system maintenance done from CCHS earlier this year, I was told by their service provider it only needed Freon. So a few weeks back, the weather is warming up and I decided to place a claim to have the Freon topped off. Ever since then it has been a constant battle to figure out what their plan is for this service job. All phone calls promised havent come through. They're fishing for a reason to deny my claim. I just know it.

Apparently my system is too outdated (2005) to just be filled with Freon, cuz the type it requires has been outlawed in CA. Obviously replacement would be the only logical answer with that diagnosis, so now their claims department is shining me on while meanwhile trying to come up with a contractual reason to once again continue to take more money from me than I get back in repairs from them. Not surprised, but still disappointed.

However, on the flip side, when something is broken, they finally get a provider out and they finally figure out what’s going on. When our whole air conditioning unit went out, they replaced the whole thing so everything was brand-new. All we had to do was pay the deductible and a couple of little things that they didn’t cover. But compared to what the price would’ve been, it was fantastic. So they have come out and done a lot of good things. It’s just the process that’s more annoying than anything. But once they figure it out and they actually get somebody out, the coverage is good.

I brought in three other estimates and they said it had nothing to do with maintenance. I submitted all that, and HMS finally approved. However, I still had to pay out-of-pocket cost, which kinda bothered me. It was to do with a license that they have to come out, check everything and dispose of the unit. That should all be covered under the contractor who's doing the job and that should be included in the estimate.

I’ve been with HMS since I purchased my property, which is close to nine years. It's like I'm always paying. They don't give the customers who's been with them a discount break, like some incentive to stay with them. There were some things that I did get covered and I have a lot of family members who said that HMS was easy to deal with, and I kinda let them know. HMS is good with little things, but when it is a major breakdown, they don't wanna cover it. That was what the whole booklet said. I wanna be mind-free of any big major breakdowns and that's why I have a home warranty but the minute I have it, everything changed. Their people said that I don’t have the up-to-date coverage. I’m paying so, I don't have to pay this out-of-pocket cost. In July, my warranty expires and I'm afraid that if I get that upgrade, the same thing's gonna happen. When I first applied, I thought I was on the highest. Whether they added something, I was never notified.

My interactions with their reps have been reasonably good. However, when they had to replace my double oven because they couldn't get parts for it, they originally tried to give me a very low amount. I kept GE products in the kitchen and they wanted to give me a Samsung oven. I said that we need to keep the brand the same. When they realized what it was, they did match for match on it. Although there was a little bit of contention, it was not bad. I'm pretty satisfied with them otherwise.

One time, there was confusion when I was trying to get someone to do the installation of a new stove top. They had three different companies come before they could finally get somebody that would actually install it. The companies said that they were repair people and don't do installations of new stovetops. I don't know what the difference is, but HMS has been rather equitable with me.

I've had four experiences with them, and in general, everybody that has come out has been really good. They've been local mom and pop people that work with warranty companies. But I've had one technician come out that I didn't like and he had bad reviews. Overall, HMS has really turned out to be a good value for me. It's $500 a year, but it's worth the protection.

My most recent claim was for the air conditioning. It was making a really weird humming noise and it wasn’t blowing cold air. And the guy came out and said that a part of the motor had burned out. He had to replace it. He was done in an hour and it was awesome. Everything’s good since then. We’re really happy with HMS, and it’s something we’re gonna continue to renew year after year.

At this stage I am 4 weeks into the process and finally got an a/c contractor to arrive, diagnose the problem and submit his report to HMS. After I called HMS to find out about approval of the work, they insisted on speaking directly to the contractor. He called me back after speaking to HMS who decided that they need to "research" my claim. Now five days later they are still "researching" the sourcing of a $200 part. My original contractor could have fixed this within 48 hours.

Mary

Appointment was kept, confirmed with R&D by phone with me once again which turned out to be 2nd no show and unreachable by phone. Finally, CCHS Procurement allows me to use my provider they suggested I find. Upon calling in consistently to on a daily basis to check status, Mobley dropped off the face of the earth! Could no longer be reached by phone in spite of leaving voicemails! For every daily status check, caseworker assigned, I was consistently lied to and given one excuse after another excuse as to why my claim has not been fulfilled! Finally thought I cut through all the red tape when Case Manager Tariqfard ** was assigned. Was appreciative that he was able to help my claim move one step forward.

Although my service provider provided all documents, as confirmed by a tier Rep CCHS rep, I was now told there was a backlog in setting up profiles, in spite of my being told my case was being expedited, as I have an infant and asthmatic in my home! Called in for daily stats next day, told need W-9, service provider submitted W-9. Call in next day to check status, told by Case Manager Keyshaun she got special approval to move forward without W-9 although receipt of W-9 was confirmed by the Approval Dept. when I called in. Called next day June 18 to check status, was told by Keyshaun that the new water heater specs had to be confirmed and was sent by email to my service provider.

I told Keyshaun my provider gave brand and specs water heater to Approval Dept. already as I was on a conference call with both at the time. I then offered to connect my service provider by phone to get things moving along, was then told he had to call the Approval Dept. I asked Keyshaun to email specs of new water heater and I would copy and text info to provider. After texting info to my provider, he calls to confirm heater is suitable. He gets a call from Approvals complaining $360 for installation was too much. We get past that hurdle, call Keyshaun back the same day to see when heater will be shipped, as I was told heater is considered an emergency and would be expedited so I could get it in 1-3 days. Keyshaun said she would check.

Keyshaun calls back and says heater will be delivered by June 23, a Sunday. Asked to get Heater Brand/specs and shipping info. Call my service provider to inform him of shipping date. He states shipments are not delivered on Sundays. Called Keyshaun to inform her that shipments are not delivered on Monday! She said she’d call me back tomorrow, June 19 which she did. She said shipment date is June 23. Reiterated shipments are not delivered on Sunday, she says then it will be Monday. She said she does not have ETA tracking info but will reach out to Mobley (who mysteriously vanished in thin air) to see if date can be pushed up when comes available in warehouse and provide ETA. Keyshaun will call me back on Friday (June 21) with updated status and hopefully the ETA. In short, I have been/will be without a water heater and hot water for June 2 - 21, 2019!

The contractors came out, looked at our washing machine and said that they couldn't do it on their own. They had to reschedule it and bring out another technician with them. They were not overly friendly but not grouchy either so, the interaction was fine. The guy was courteous and professional, and the quality of work was good. The washing machine worked. They put it back exactly to the place where I had it and hooked it back up again. It has been fine ever since. HMS saved us tens of thousands of dollars with repair of air conditioning unit and things like that. So, it's been a very good experience and it has been painless.

And the frustrating thing with some of them is there isn't good communication between HMS Warranty and the service provider in terms of who’s paying the bill. So, there was a $100 deductible that HMS was supposed to pay in the last two instances the service provider was expecting full payment from me. But, that isn't what the policy says, so there are some frustrations there.

The intent of the program is to try and repair the appliance first. But that doesn’t necessarily always work too, and so there are multiple visits for our refrigerator, for example. We’ve had four visits, and the actual issue that we had is still not working, so we just gave up and said, “Forget it.” There was no point to keep trying and spending more money to fix something that isn't gonna work. But, in the main, though, the service technicians have been pretty good.

I didn't do it last year for the heating and on one cold day, it went out. I called TotalProtect and they had someone come in. That was when the lady reminded me about doing a pre-maintenance. From then on, I have technicians come for the heat and air. I had done for the air this time. That maintenance part is really good. You're not having to wait until something breaks for the heating and air.

I've had a very good experience with the technicians sent here. With my refrigerator, the icemaker stopped. A guy came and checked that. He had to order something and had to wait until that came in. But another technician came in and fixed the icemaker. All of that works. With the stove, one guy came in to check and he worked through that. These were all in the past three and a half years.

The only time I had any problems was when they had to order a part for my stove. Everything else always would happen within a week. But for that case, I didn't have the stove for Thanksgiving. Sears was my contractor then. I kept calling them and they kept saying they haven't gotten the part in. I called TotalProtect when I got frustrated and I finally got someone to help. I told them that I missed my stove for Thanksgiving and I didn't wanna miss it for Christmas. I asked how long I had to wait. I was a little upset. But the lady was so patient. She said what happened was unacceptable and someone would be there. I wish I could have talked to her sooner. She got involved and resolved it.

Overall, I would recommend TotalProtect. As a matter of fact, I have a support group with women who have lost their spouses and I often talk about it. And with my son and younger people, I tell them that they should get TotalProtect for their homes. For me, having it gives me a sense of security because when something happens, I don't have to worry about calling and getting a particular person for the refrigerator or a particular person for the stove. TotalProtect takes care of the rest.

Ultimately a month of eating out, taking time off work to meet with technicians has cost me hundreds not to mention the initial loss of food and the 200 I paid for someone to be in my kitchen for 5 minutes only to eyeball the fridge. I could have done that. To complicate the issue, I had updated the contact information three times to the membership service team and yet they called and contacted the wrong people to let me know that they would indeed not fix my fridge and when I brought that up with their legal team, I was told it was "not their problem". I pleaded for a reimbursement of the 200 dollars and that this was an exigent circumstance and no work had even been conducted to sort out the issue and was turned away with only receiving a half hearted sorry. It reflects how much they company cares about the people who place their trust in the company to do what is right. Please take it from me, go with another company.

HMS called for a second opinion and sent another contractor out 3 days later. At this time we were told by the technician that an entirely different part needed to be replaced and he would order it, but their next available appointment wasn’t for another week and a half. And he is not 100% certain that would fix the problem but he said he’d order the parts anyway and to call the warranty company to see if they wanted to replace it instead. At this point it was already a week and a half into not having a washing machine. I immediately reached out to HMS and was told it was the technician who was supposed to direct them to replace the washer and they would put in a request for more information from the technician.

I called the following Monday and was told that they needed to try installing the parts before making a decision on replacement. We received one part in the mail and not the other, so yesterday I called to check on the status. Apparently there was a part delay so the customer service rep put in a request to the research department and said it takes up to 24 hours, but they will have an answer for me which would be either replace the unit or we found the part. I called today after 24 hours passed and landed a customer service rep who was completely apathetic. After 20 minutes of going nowhere, we ended the call and I called again. This time I got a more empathetic representative and she was able to provide me more information than the first rep, but just another layer.

Apparently it takes up to 48 hours for the research department to do their job and they don’t know where to find the part yet. We have an appointment scheduled next Tuesday for the technician to replace both parts, but they can’t even find one of them!!!!! And the policy is to have to wait for the research department to do their research. How long does it take to see if a part is available or not!? So I was told to call Monday for an update. Next week will be going on the 4th week without a washing machine. Unacceptable! And no supervisor is ever available to speak to nor can they even send me to their voicemail! Such bologna. Runaround city. Take my advice and look elsewhere for a home warranty company! I sure will be soon with the terrible treatment I’ve been receiving!

I asked if I could just call someone. They stated that would be an unwarranted claim. Needless to say I called and cancelled that day. I had the same issue with them previously on something different and it took them 5 days to get someone out to fix the issue. They are terrible, no repair services want to work with them, and their customer is terrible. In addition, cancellation after all this you would think would have been easy especially with as much trouble as I’ve been through with them but that was a no go. This company is a waste of your money. DO NOT USE THEM!!!!

My plan is only $54.95 a month. Though over the years the deductible has gone up, that’s kind of understandable because of the economy. Initially, I was paying $80 and now I pay $125. With my plans, preventive maintenance checks don't cost me anything and I don't have to pay the deductible for that. Unfortunately, if I move I can't get the same service I have right now. I can transfer it to someone else who can get it for this house that I have but then even if I buy another house, I can't get preventive maintenance checks included in my coverage anymore. Even so, it’s been good to have Cross Country because I have used them quite a bit over the years since I’ve been here. Every experience has been good with them.

With HMS, you can do a warranty online or over the phone. I’ve tried it both ways so far and I prefer submitting claims over the phone. However, it’s functionally an automated system and there's no way to easily reach a live person. I’d rather speak to someone and say that I have a hot tub issue. They don’t have that as a specific option to pick, so I had to pick a problem with a pump because I felt the pump that pushes the water to the hot tub was the problem. We paid the $100 deductible and had someone come out. They couldn't fix it, so they referred us to someone else. When we called them, they said they don’t work on hot tubs so they referred us to a third person who came out and referred us to a fourth person. Now, we’re on number five. HMS should get the first person right to come out as opposed to wasting four different companies’ time and mine.

TotalProtect worked for us and most of the service provided by the contractors has been pretty good. We had one bad experience with our refrigerator repair about 4 years ago. The freezer must’ve broken because we woke up with water on the floor. They came out to repair it and they had to order a part. They brought it in and the fridge was still not working correctly. We kinda had a disagreement with the repairman and we had to end up having someone else come out to repair it. They said that they did a bad repair and they ended up replacing the entire refrigerator. That claim took almost a month which was a really long time. We didn’t have a second refrigerator at home and we ended up buying a compact fridge just to hold some of our cold items that we needed. That was probably the worst experience that we’d ever had.

The tech had to come back for the furnace though. During the times that he was repairing it, it didn’t present the same problem. Then after a couple of days, it did. He had me keep it running and he was able to diagnose and fix it. The repair was done correctly. After the HMS policy that I purchased with the house expires, I may have it extended. You’ll never know, especially, when you’re buying something that you’re not familiar with. So, it’s good to have the warranty and it covers pretty much everything in the home.

Total Protect, I was without AC for days and you only responded because I complained. Here is the kicker, I found another company to replace my unit $5,300, and Total Protect's response was I went out of the network, so my case is officially closed. In the denial letter, they said they would send my case to another level and get back in touch with me in 3 WEEKS, 3 weeks in unbearable heat and I still have to wait for a decision; meanwhile, still no solution to my problem. I'm putting it all out there, you be the judge, it all seems unfair to me. I can't support a company with these policies and no consideration for the comfort of their customers. Poor communication, poor customer service. I'm cancelling my contract and giving them a poor rating. Thanks for nothing!

I have a bad experience with my washer claim. The contractor came over on time and they checked and found out the damage. They told me that they would report it to HMS. I called the contractor up after two days and they told me that the issue was not under my warranty. I told them that it was not a replacement and it should be covered in my warranty. So I called HMS and they told me that it should be covered in my warranty and that they haven't heard from the contractor but the work was closed. I can’t wash for a whole week. It’s been more than a week now. So, that was my frustration. It’s not HMS, but the company who they choose to do the work for them.

The HMS rep told me that she assigned them back and they told me they’re gonna order the part. The rep that I spoke to was professional. I asked her if I could reach out to the technician because I would rather talk to him and get an answer, but she said he was busy and that she could reach to him instead. So, I'm still waiting on it. But overall, I would recommend HMS to my family.

In the matter of 2 hours, Countrywide called. They wanted to schedule a “second opinion by a licensed tech.” My first question: Was the first guy not licensed? Was it NOT “your guy?” Why do we need another one of “your guys” to say the same thing? Why do I need to take another day off?? Wait, it gets better. After those questions, the person stated they would just replace the refrigerator. I thought, wow, great! This was on Friday. The following Monday, I get a call from their “dispatch center.” The lady states: “It seems I cannot find a licensed repairperson to give us the second opinion, can you call around and find someone. Pay them their fee, send us the bill, I promise a check will be mailed in 7-10 business days.” (Now… who believes this???, I feel as though I just got an email from Nigeria saying I won the lottery.)

I proceed to explain: “I pay the $70/month, this is your job… I mean, when I order a Big Mac meal, I don’t give the cashier my money, then walk behind the counter and cook my own burger. Do your job.” I also point about the issues I brought previously. THE GUY THAT SHOWED UP last week, WAS your guy. Is he a liar? You don’t trust him? They hung up the phone. Not to be heard from again. Peace out.

When I submitted a claim, all I used was the welcome package that I got and called the number there. At first, it was unnerving because they said they would send us a text message and we would just fill out the text. But after I got the text and I filled out the claim sheet, it was super quick. Within five minutes, I had the name of the company that was gonna be performing the service. I called the service provider and they told me that they would be able to come out that same day which was awesome.

The claim submission was a really quick process and it was easily managed. We had to wait for the service provider because he was already on a call that weekend but as far as timeliness of answering a claim and filing it and then the service provider coming out, it was impeccable. Also, needing to pat $100 deductible for a plumber on the weekend for two hours’ worth of maintenance definitely was a huge benefit for us choosing HMS. I tell everyone that I know who is buying a house to go with HMS Home Warranty.

When the Whirlpool washers and dryers first came out, we bought them brand-new. We still have the original dryer and it has been worked on a couple of times. I don’t have any issues because they came out and fixed it in a day or two, which was more than anybody could expect. TotalProtect has replaced the washer twice. The newest one we got from them, which was the replacement, was better and has got more bells and whistles than the original one. We’ve been very pleased with that. It has been a huge peace of mind that I've got equipment sitting here that they have stood behind better than the manufacturer did. I'm very happy and I recommend TotalProtect to a lot of people. Overall, they are really good.