Cinch Home Services Reviews

I bought a condo and I wasn’t so sure about some of the stuff on the inside, so the seller purchased the HMS policy. Recently the furnace wouldn't come on and I filed a claim over the phone for it. The guy came over on time, dressed properly, acted very nicely, fixed the problem in about 15 minutes and I was happy. He had all the tools he needed, he obviously knew what he did, he was very polite, and he even made sure to keep my rugs clean by putting stuff on his shoes. I would definitely recommend HMS to anybody.

This is my first purchase and I needed to make sure everything was insured. My realtor sold HMS to me and it's working great. My one-year renewal will be in August and I sure will be renewing with them. Submitting a claim has been great. There are no issues at all. Everything has also been good with the technician. The work was done greatly except for one thing that I had to do myself.

We are having a horrible experience with HMS. Our washing machine broke a month ago. Someone came to look at it. He determined it was broken and needed to be replaced. He sent the information to HMS and we called them a week later to see the status of the replacement. We have been calling them every couple of days for a new washer for 3 weeks. No one has called us. We have to keep calling every couple of days. Each time we call they say “They are reviewing what washer to give us. We will call you but you can call back in 24-48 hours.”

I have been with Sears/Cross Country Home Services Warranty for several years ($69/month). However, when it comes to have my Air Conditioning repair/replace claim, no nobody at Sears/Cross Country Home Services has seems to have the sense of urgency on the service claim. My AC has been acting up and I called Sears on May 13 to place a new AC claim. Sears assigned OWNER CO (864-716-5702) to work on my AC claim. I called OWNER CO and let them know that I have a service order and they told me that they were working on locate AC contractor to work on my claim. Then after call, no one contacted me to give me the status update on the claim. I called them back and they said that they could not find any contractors in my area (I am not in the country areas) and told me I could call any contractors of my choice.

I prefer to do business with a good company that is honest. Home Warranty is not that company!! I have detailed documents from start to finish with this company that shows poor business skills. Please feel free to reach out to me and I will share with anyone my horrible experience!

We are so sad that after six years, HMS has decided to drop us! We have given out their name to so many people because we have been so pleased with them. Unfortunately, our washer broke down twice this year, and that probably did it for them. I know we have gone a few years without making any claims at all! For the approx. $600 we pay each year, I don’t think HMS has lost money on us, so we really don’t understand their decision, especially because we’ve been such loyal customers. I guess we have no choice but to move on and take our friends with us. Your loss, HMS!

We’ve had the HMS policy for five years and we have not had any trouble with submitting the claims. Getting somebody out could take up to three or four days, depending on if you get on a schedule. These are smaller companies they’re using so they’re probably are very independent companies and they don’t necessarily have the staff to come immediately. I understand that so it’s just what it is.

HMS is great. It doesn't take long to get somebody out. It's just a couple of days. The only problem I had was with the washer and dryer and it took 2 or 3 tries to get it fixed, but it got fixed so I’m happy. The work was all done by Sears and they did great too.

We wanted to have the security of not failing for the first year. We were happy with HMS' service and we stuck with it. This is now our fourth year with them. Making a claim isn't hard. But when we had a one, it was difficult to get back a person live. Other than that, they took care of the problem pretty easily and gave good answers. The last time we had to deal with them, everything worked out okay. We always had good service from technicians too and they had done good quality work. So far, we have had a good experience. I would buy HMS again.

HMS Home Warranty was offered to me as part of my purchase when I bought my properties and I have kept it. I’ve been with them for at least four years and recently, it has been great. The claims have been taken in and the people has come out within a reasonable amount of time. They have addressed the situation. It used to take forever to get somebody out here. Then, the first person would not be able to fix it and you would have to wait for the second person to come out to fix it.

Was a Sears Home Warranty customer for several years, but once Sears offloaded the warranty to Cross Country, it was a nightmare. This is a ** warranty unit that will shy from paying you for your legitimate claims by making up defects in uncovered areas and not paying you. There was one instance where they agreed that a softener system needed to be replaced, but Cross Country allotted the lowest amount possible and wanted me to purchase a system first and then send them the invoices for them to reimburse me. Given my experience, I did not want to take a chance. Do not ever go with them.

Updated on 10/02/2019: Update to my original review dated 6/24. I'm going to start off by saying I appreciated the timely response by a member of the social media response team for CCHS. The response was from Austin. And I by no means wish to slander anything having to do with his efforts. In fact, his efforts are the best I've seen so far from this company. And although his intention was to solve my original issue and it has not been done, I highly commend his efforts and if it weren't for people like him, still withholding a very traditional work ethic that unfortunately is seldom seen these days, I may have already given up on this and other situations such as, in the recent. Thank you, Austin. And because of you, I was actually contacted almost immediately by the claims department and offered a $250 gift card for Lowe's to buy a portable a/c unit, while they were working on my claim.

I hate HMS. They’ve processed a couple of claims but they are really hard to deal with. A lot of times, they use small mom-and-pop repair companies. And the repair companies don’t always come out as they’re scheduled. They’ll come out, they’ll look at the job, they don’t come back, you don’t hear back from them for a week. I’ve had things in my home being broken for weeks and weeks and nobody’s come back to fix it. HMS is like, “We have to get back with that particular provider. We can’t send somebody else out because they have the part or this or that or whatever.” So sometimes, I find it that the people that they pick to be their partners are not reliable. The process of filing a claim is okay but they make a lot of mistakes. When I put in a claim for one thing, they send out a technician for something else. We just submitted a claim not even quite two weeks ago for a plumber and they routed us to an electrician.

I bought my property as is with the foreclosure and I wanted to get a warranty. I was referred to HMS Home Warranty. In submitting a claim, it’s quick getting a service but when I had a major breakdown, they were not gonna cover it. My heating system was there when I purchased my home, but it was an old one. It was 15 years old. They were trying to say that because I did not maintain it, my warranty wouldn't cover it. So, I went through supervisors. I went through so much and I even had my estimate. I told them that I didn’t want the person that they were referring me to. I wanna get my own contractors and see what they have to say. I felt like some of the contractors might be with the warranty people, and they work together in conjunction. I didn't think it was fair.

The seller gave HMS to me when I bought this house a little over two years ago. You read a lot of horror stories on home warranty companies, but HMS has been pretty decent so I kept them. And I'm now in my third year. They like to get claims online. They don't like having agents deal with customers, but that is fine. Their claims process is relatively easy though. You call them and tell them your issue, your product's model and serial number. Then usually, within a couple of days, they have somebody out. The big thing you have to do is to really let them know what your product is. If it's an aged product, you have to really make sure they understand that the model, so they send out someone who is experienced to work on it, especially when the product is 30 years old.

HMS is a very good insurance and submitting a claim with them is easy. I usually do it over the phone and I wait for one or two weeks for them to schedule someone to come out. But still I get a response and they are very good. I had a previous claim for a water leak and that took about two weeks. The techs were very good and very professional.

I've had several claims with Cross Country and they all got fixed. The contractors do a good job but it takes a long time to have one claim. It took me almost six months for the guys to fix my stove. First of all, Cross Country doesn't have anybody close by. The people that they get are not from here and it usually takes at least 24 to 48 hours before they even come out. Secondly, the people who come out do the work where they're always getting what's something wrong with it but they have to get it approved through Cross Country and a lot of times, it takes so long for them to get approved. That's the only thing I hate about it. They have to go through the extra things they have to go through. Then it takes so long for the contractor going to fix them. They would come out on a Tuesday and it would be another Tuesday before they come out again. I have to constantly be on the phone calling and trying to get them out here.

We’ve submitted a claim a couple of times to HMS, and it’s always been super easy. I did it over the phone the first time, and then I did it online the second time. I’ve never had an issue. They’ve always been super helpful. A person has always come out within a day or two to do the repair. The technicians are always really knowledgeable. I didn’t like at first that I wasn’t able to pick the company, but now that I’ve actually dealt with the technicians, I haven’t had an issue, so it’s cool. It’s been awesome.

We bought our first house and we thought everybody needed to have a home warranty. Our Realtor recommended HMS. Initially, I didn’t know it was on automatic renew. When we found out, it was too late so we've always had it. It's been six years since we purchased the house. In general, we’re happy with HMS. I normally do my claims with them online. The submission part, getting approval, and getting a unit fixed are pretty easy. The only complaint I have is the quality of work some of their contractors have provided is not the best.

I have been a customer of total protect for 16 years. This company uses unprofessional and unreliable contractors. I have to go through 3 to 4 contractors before one of them is equipped to fix the problem in my home. I have health issue and a son with autism. Yet I have to wait 2 or more months before Total Protect sends someone reliable. I asked Total Protect to send someone to fix my AC Unit. 3 contractors have come to my home and the problems still isn’t resolved. The temperature in my home has reached 85 degrees! I’m still waiting. My AC went out May 15 it is now June 21 and I’m still waiting...WHY? !

I like HMS Home Warranty and have renewed them for another year. If you have a house and you have a little lazy on you, you better get a home warranty. To submit claims, I call and tell them, and they schedule the appointment for me. I did a claim when the water heater went out and another one when somebody unplugged the fuses of the air conditioner. My interactions with the techs were fine and the quality of their work was excellent.

Submitting a claim to HMS was fairly seamless. I just provided the information. They came in contact with somebody to come out. And the contractors came out and took care of the business. We only had one claim and it was for our air conditioning issues. The contractor came out within 24 to 48 hours. He was pleasant and very much met all expectations. He took care of it and gave me some advice as to what the next step should be if this wasn't a solution. So, very helpful.

This company I had warranty with for almost 3 year and they do this auto renewal of the service contract. once i decided to switch to another home warranty company since their price was getting increased. i called customer relation team and discussed about the cancellation process, they looked at my account and confirmed that I can get my contract cancellation without any penalty or cancellation fee since I am old customer and had 2 very minor service request. they also said they will work with their senior to see if they can offer me better rate as competitive as others, I waited for their call and replied their email saying since I am not seeing any offer from you I am making my move to cancel this service contract. now the moment i called them for cancellation, they said I need to pay penalty and cancellation fee. this shows a low standard of company since i had these discussion assuring me and thanking me but the moment cancellation request is placed they started acting cheap. anytime you see a situation like this, be careful because that indicates company made false promises and go any low with what they are promising these are low standard company and should be avoided because they will leave you when you have big service request

This company is unethical and a well oiled scam machine. I have no idea how the BBB allows this business to take people's money and not abide by the contract issued. When you call, they try to redirect you to their website which is the most ineffective communication mechanism I have ever encountered. Their IVR system recognizes you and know more about you than the service representatives (when you eventually get through to someone). Each call takes at least 15 minutes and you get the complete runaround and limited forward progress on your case.

I've had HMS since we bought this house several years ago. Originally, a year of it came with the mortgage. I had other providers in the past but I'm very satisfied with HMS. My most recent experience with them was for a dishwasher repair and that was okay. I made a claim which was fine, a contractor called me within a day or so, and we set up an appointment. They came but then had to order new parts. Those took about two weeks to come in. After the parts came in, the contractor set up the repair. The dishwasher worked fine for a few weeks then it stopped working. I had to have the contractor come out a second time. The repair person was very nice. It was cool when I had them come back. After that, the dishwasher was fixed just fine. Overall, I would recommend HMS.

I've had HMS about a year now and I've used them once. I made a call to their 800 number to submit a claim, and they handled it from there. I had a good experience with their rep, and there has been no issues since the repair.

AC AGAIN (but every claim is the same regardless of item). The basic process is this: 1) File claim. 2) Service Company comes out quickly and tells you parts are needed. 3) HMS says they will order parts. Parts never come. 4) Call everyday and get different rep. Every day the rep says everything we were told the day before is wrong and gives new direction. No part ever comes, no real answers from HMS, and each rep seem to be bewildered in trying to figure out the claim. 5) Weeks of no AC, with a family of 5 sleeping on coaches downstairs, in an East Coast summer. HMS - PLEASE HELP!!!!

Filed claim for water heater on June 3, 2019. As of June 19 still have cold water and claim has not been fulfilled! CCHS Procurement Rep Mobley assigned R&D Heating. Was a no show for 1st time, could not be reached phone by me or Mobley in spite of confirmation with me by phone. Mobley said find a licensed service provider in my area, as CCHS Procurement has none available in my area. I found licensed provider listed on both HomeAdvisor’s and Angie’s list. And He called in for PreApproval and Approval, followed all procedures and provided necessary paperwork! I called to check status, told No Show, provider R&D still assigned job, excuse for no show/phone call they were very busy and another appointment was scheduled by Mobley Procurement Rep. Had I not called I would not have know about appointment, as it was scheduled without my knowledge.

HMS was a nightmare to deal with. I will never purchase another home warranty from HMS or recommend to anyone. My hot water heater had failed and I went several weeks with no hot water due to the issues with HMS. After being told several times from HMS that a new unit was on the way, come to find out a new unit was never ordered. Several weeks later, we agreed to a claims credit. I was told by 3 different people of 3 separate calls that the credit was approved and the check was in the mail. After several more weeks of not receiving the check and calling in AGAIN to check status, I was then told by HMS it was all a misunderstanding and there was no check. They were extremely frustrating and upsetting to work with.

Opened a claim for AC service on 5/21/19. It is now 6/19/19 and still have no AC. First company came out and said the system has failed and needs to be replaced (32 years old). After waiting several weeks for resolution I was called stating a second opinion was warranted. Second company came out and said they should pressure test to verify but nothing has been done. Service order #: **. This should have been crisply handled and moved to replacement / repair / closure. Very difficult to call a number and get a rep on the phone. Current assigned service provider just keeps telling me that they are waiting for the warranty company to get back to them. Can someone clear the mess up? It's hot here.

I called for my AC and was given technicians that were a no call no show twice. When I finally got someone to come out I kept getting the run around from the warranty company. 3wks later and still no AC

HMS Home Warranty was provided as an option when I was buying a home in the area here in Wichita. I was just, “Okay, let’s take the option and see how we go.” I've been with them for three years now. Submitting a claim has been a bit hit-and-miss. Sometimes, you call and it’s very effective. Other times, it seems like you don’t necessarily have the appropriate coverage in the area. I have two policies. I have one for the home and one for the pool. And when you hit the pool, you don’t necessarily have great coverage.

My husband added TotalProtect in with our mortgage and it's paid through it. That was a smart thing for him to have done because I don't know how many times I used the warranty since my husband passed away. I probably used it for about everything in the house now. I have a little piece of paper on my computer upstairs reminding me when I can get a pre-maintenance for the heat and air. I can have someone come in and check it. And during a certain number of months, it's free.

The house is 90 years old and the people who sold it to us had HMS Home Warranty. So, we continued it. We’ve done four claims and I never had a problem. It’s easy to just call and HMS had people come out and paid for it. I’ve done the claims both online and on the phone, and the claims reps have always been very polite and to the point. They understood what I needed and took care of it. Usually, they would tell me that the contractor would call me in a certain time period.

I called TotalProtect for my hot water tank that was starting to leak. I had a pretty good experience with their claims rep. The contractor was very nice and they did very well with my hot water tank. It had to be replaced and it took them a long time to get the hot water tank because it was a small one.

I got HMS Home Warranty when I had the house for sale. They were the only one that I was aware of. I filed a claim for plumbing and it went fine. There was immediate response and it was taken care of in no time, which was what I wanted it for. The contractors were very professional.

HMS honored 90% of my claims. They’re responsive and their site is always up. They always send reputable and intelligent technicians. I only had one minor issue with one claim where they did their research and it was a little off. They sent out another technician that said they were off. So then they came back and said they were off and honored the claim. I’ve only had that happen with them once so everything other than that has been good to go for over the past 20 claims I’ve filed with them. The only thing as of right now is I’m weighing my options. I’ve heard from other companies. Their price point might be a little bit lower and they also honor labor. Whereas at this particular juncture, the terms and agreement with HMS have changed over the years. Before, labor was included but with my most recent claim, it has not been.

I'm so disappointed I don't even know where to start. I recently purchased a home to which a year warranty was provided with HMS. At first I was excited however it seems the negative reviews that I have read to seem more realistic than that of the positive reviews. Long story short, I placed a claim to have our fridge repaired. The recommended service technician came out and all he did was unscrew the back of the fridge, look at it with a flashlight and said that he needed a specific part in order to even diagnose what was wrong with the fridge. I paid him the 200 dollar deductible in good faith only to find out a week later after calling HMS that he never ordered the part and explained in his report that it was a "Manufacturer issue" and he would not be continuing service. I lost and entire week to try and get my fridge fixed.

We bought 1 contract for well coverage on a farmhouse (our 2nd house)- they didn't have anyone within 100 miles to provide coverage. Our main house they refused to cove any of 3 claims for fake reason

The house is 15 years old, and I wanted some assurances on some of the basic mechanics of it. HMS was who the previous owner selected and submitting a claim has been okay though there was a challenge the last time. I was unable to get to a representative. They kept sending me to the website. There was an issue because the company that I was assigned to was not taking any more claims. So, I had to go a few days without knowing what was going on until they figured out that this person wasn’t going to take my claim, and they got me someone else.

I had a terrible experience with HMS when I needed to replace my furnace. Multiple phone calls to the company and felt like I kept hitting brick walls. There were no heating companies in my area that will work with HMS due to the amount of time they have to spend on the phone. Therefore I was told by HMS to contact a service provider of my choice. The service technician was supposed to diagnose the problem and call HMS which service technicians will not do because they don't have time to be on the phone for an hour. I was the middle man just trying to get the job done. Long story short, I paid $3600.00 for the furnace and now I am being told that HMS will reimburse me $570.00. I PAID $575.00 FOR THE HOME WARRANTY.

Over two months ago I filed a claim about a dryer repair. The “service provider” came out and said a part was needed. I have called Total Protect as well as A-1 appliance repair to whom I paid $125, the cost of the deductible. No one answers my calls and after speaking with a “case manager” today, I was told that someone will call me to schedule the repair. Unless this part had to be custom made and sent by Pony Express, the part should be in as their site says from the beginning....part shipped. I am a Realtor and I recommend and sometimes pay for a warranty for my clients. I use each one myself before I recommend it and you can trust me that Total Protect will never get business from me again.

The warranty came with the purchase of the house and during our first year we did have to utilize the warranty. We had a decent experience the first time around, not without frustration, but decided to renew a second year. Then our washing machine broke. I was initially very satisfied with how the claim was handled. A technician was dispatched to our house on the 2nd business day and diagnosed the issue. When the technician arrived a week later with the part, this did not end up fixing the issue and they then rejected the order.

Everything has been good with Cross Country except for one incident that we had. Our furnace was out this past winter and we never did get anybody to fix it. I had to call somebody else to come and fix it. But it was an isolated incident and after that and before that, there was no problem. I'm satisfied with the service. The reps are very nice. The technicians have been very professional except for the furnace people.

DO NOT USE THEM!!!! This is the worst warranty company ever. I have been told by several repairmen that they will not work with me because of this warranty company because they know will not get paid or it will take months for them to be paid. I live in a big city, they told me they could not find a repairman within 60 miles of my city to fix a sink. There are hundreds of plumbers in my city, that should give you the scope of how many do not want to work with them. I called them because my water like burst and water was squirting and filling my basement. I called them and told them I had an emergency, the lady said it would take 24 hrs for someone to get someone to come out and look at my issue and that there was no guarantee that they would find someone.

I have one of the grandfathered programs from Cross Country Home Services that has preventive maintenance checks which they don't offer anymore. I asked them for preventive maintenance for my air conditioning system. However, because of the way their system was worded, I wasn't sure what it was asking for. So, I called and their rep verified everything. Still, submitting the claim was easy and their reps treated me well.

We had American Home Shield in the past and we were not happy with them. We decided to go with HMS this time and we have filed two claims so far. The thermostat in our HVAC unit was supposed to be the problem and HMS replaced it for us. We also filed a claim for the hot tub in the bathroom, but we’ve been running into some trouble with that one. There’s nobody in our service area that can do the repairs, so they’ve elevated that. We've been waiting for it to get fixed for a couple of weeks now.

It's been very good so far with TotalProtect. I've been with them for about 8 years and filing a claim has been very easy. I just call them up and tell them what is the problem. The reps are very pleasant. On my last claim, the contractor came and did my toilet. They were very good at what they were doing. Everything's excellent. Keep up the good work.

The sellers had provided us with a 1 year TotalProtect warranty for the home and we renewed it after it expired for a reassurance that we had our items covered for our home. They offered the best options and lower deductible. When submitting a claim, we just go online and set it up or call the number. Usually, the best or the easiest is just to do it online. At first, the website was a little confusing, but once I figured it out, it was fine.

When I purchased the home, HMS Home Warranty was given as part of the purchase agreement. I've had two incidents since my policy started and submitting the claims was quite easy. I had a problem with the furnace and then, I also had a problem with the hot water tank. Everything was done over the line, then they sent the number of the repair person. I contacted him and the technician came out within the next couple of days. The issues were resolved quickly and I paid my deductible.

I have been following up on my washer for over a week now, which might not be that long - but I still have NO direction or status as to where this stands. Every time I call customer service, they put me on hold for at least 15-20 minutes and give you the run around as to blaming the repair company for needing more information. You can't speak to a supervisor and the repair company has been more than helpful letting us know the information they have provided. This is a waste of money, not every part of an appliance is even covered in your plan!! Extremely frustrating to deal with.

I have an open claim for my AC unit. I first placed the claim over a month ago. Still not repaired! Come to find out after years of paying for this service, the warranty doesn't cover most common issues. The companies within their network are substandard and try to band aid the issue without really fixing it. It is almost impossible to get through to a real person on the phone at Total Protect/CCHS. Even when you do, you will receive the same scripted comments without a resolution or be blindly transferred to another automated system. Best advice I can give is do not purchase this warranty! It is a waste of money!

They sent a company to fix my microwave and the company couldn't fix it. The company recommended a new replacement and they refuse. They decided to send a different company to fix the microwave. This has being going on for about a month. As am writing this review, the microwave has not been fixed. They are a fraud.Don't believe them.

Buyer Beware!! I have been a customer with Total Protect for about 5 yrs. On May 27, my 15 yr old AC went out. A Sears Service technician informed me that the Freon was almost empty. He needed to call in the service job and he would inform me of the outcome. He went on to say, if Total Protect decides not to replace my unit they would not repair it. He lied to them by saying my unit had not been maintained and had rust inside and out. The lie was used so Sears would get the job with 100% profit $7,600. Needless to say, I received a denial letter, case closed, no AC no repair. I sent a complaint letter and now a week later they suggest a 2nd opinion. Too late, 2nd opinion should have been recommended when you sent the denial letter. I could write more, but space is limited. Hope you don't have any major appliances go out, they will probably use that same excuse "you didn't properly maintain the unit or appliance".

HMS used to have the best customer and had polite and knowledgeable agents, now not so much. Customer service has become very rude and not helpful at all. I will not be renewing my warranty when my contract is up.

The last time I sent a claim to HMS Home Warranty we had to have our garbage disposal replaced. A gentleman called right away and was out. He was a super-nice guy and was really easy to work with. My husband asked him a couple questions about something else and he was very knowledgeable and well-rounded. I took care of business within a day or two. We're really pleased with HMS Home Warranty.

We’ve always had good service with TotalProtect. They seem to know what they’re doing, and we’ve been perfectly happy since. However, we had a little problem with the first service that came in for the dryer. It didn’t fix the problem and the dryer was still making a terrible noise. I didn’t get a response from the company that did it so I called the girl at TotalProtect and she just jumped right on it to repair things. She did an excellent job. It was a different company that came out and they did an excellent job as well. They did a thorough investigation ‘cause it was kind of a difficult thing to find out. The symptom was vibration and noise. They found it and after the second visit, the dryer’s working perfectly. As far as that call, TotalProtect was super. And every time, it’s been simple and straightforward. It's a very reassuring feeling. I’ve certainly evened as far as cost goes. I'm totally confident with what TotalProtect does and how they do it.

My colleague referred me to HMS when I told him that I wasn't happy with the home warranty company that I had. He said HMS has good customer service and that he is happy with them. He has been with them for a while and they return their calls and they do the service. So I called HMS and joined them. When I submitted my claim, they took the call and they listen to what the problem is. Sometimes I get the answering machine which takes all of the claim information. With that part, you to keep pushing zero and be patient, but sometimes you don’t have time to wait.

My water heater broke and the claim was done over the phone, which was fairly simple. The contractor was able to come out the next day just to check what it is. They had to order the whole unit and it took about seven days to get it in. Then it was replaced with a similar one. It's working fine as of now, so there is no problem. It's about four years now that I’ve had HMS Home Warranty and I will definitely recommend them to a friend.

Sears Home Warranty Service uses this company as their backbone. (Therefore, avoid both). My personal experience thus far: I have an open ticket for a LG Refrigerator. They initially scheduled me for a full 2.5 weeks out. They never asked what brand/make/model, so this is an indicator that there was no intention of even attempting to arrive parts in hand. We had to call back and complain that the appointment, for a refrigerator, was way too far out. They were able, suddenly, to schedule someone for the following day. That tech arrived, was paid the $100 deductible, and, after 15 minutes stated our refrigerator was a ‘sealed system’ and could not be repaired. It would need to be replaced. He showed both my wife and I his online report as he clicked “send”.

If you are looking a customer centric experience that's not what I received. I submitted a claim on 5/20/2019 to have my AC repaired. The service provider making the repair contacted me promptly and scheduled the appointment. After diagnosing the problem the service provided stated once the repair is approved by Total Protect Home Warranty(TPHW) the repair will be scheduled to be completed. A week passed and I called the service provider to see what the hold-up was and they reported they were still waiting on approval from Total Protect Home Warranty. I contacted Total Protect Home Warranty and was informed that indeed the repair request is still awaiting approval. Asked what the hold-up was and the TPHW representative was only able to tell me that it was with the Approval department and someone will contact me within 24 to 48 hours. Of course no one contacted me within 24 to 48 hours. Up to today which is 6/10/2019 I've made several calls to TPHW and the only thing I've been told was the case has been forwarded to the Regional Manager on 6/6/2019 and you will received a call back once your case has been reviewed. As of right now I've been on call with TPHW well over 1 hour and 30 minutes with being on Hold the bulk of that time. After the call today I was informed everything was expedited and approved and the service provider has been contacted via email and should be contacting me soon. Hopefully this has finally be resolved fingers crossed.

I've used HMS Home Warranty twice when I've had problems with my air conditioning and both time have been pretty good. Submitting the claims is not difficult at all. I called them and they sent me the same guy and I was glad that they sent him 'cause he was familiar with my system and with the problem. He was really nice. When I told him that I had to go to work, he asked me how early he could come out. I told him that if he wanted to come early, he could be there as early as 7 o'clock and then he was ringing my doorbell before 7:00. I've been in my house for almost two years and so far, I haven't had that many issues with HMS. It has been great.

A company sent a flyer or a brochure or something in the mail about TotalProtect and I started researching it. It was a cool deal and I’ve been a member for 10 years. We love that you can go and do the claims online now instead of having to call. You don’t have to wait until the morning to call. So, that’s cool. In submitting claims, we’ve gone from super fast to slow and back to fast. We had one experience with the washer where they replaced it but getting somebody out to look at it took forever. On the other hand, the last time with the AC unit, which was about a month ago, the technician took care of everything and fixed it that day. He called and arranged the time that we both could meet. I travel with my job so I'm not always here. He was super nice, prompt and courteous. It was a very nice experience. My air conditioner is blowing cold so the issue has been resolved.

All the stuff in our house was replaced in ’97. With the other warranty companies in our area, if something went out, they could not replace stuff that is over 15 years old. But with HMS Home Warranty, there was no age restriction on appliances. So we went with HMS in case something like that happened. Also, the deductible and the annual price are highly desirable. It's within our price range at the time and it will be for the foreseeable future.

I used a different home warranty provider before and I wasn’t satisfied with them. Every time I called them, I couldn’t get through to talk to them. I got their recording all the time, and they never called me back. Cross Country is a lot better. Anytime I call in to make a claim, I talk with them and they’re Johnny-on-the-spot. Also, the technicians are great.

It's extremely easy to submit claims to HMS. I don't have to talk to anybody. I just submit the claim online and then they send me two or three subcontractors that I could call, and take care of it. I leave them $125, and they take care of the rest. I've had HMS for three years now, but if I were to renew it, it was double the price. I wouldn't have renewed it for that price that they offered me to renew it for. I would have gone a different company if it got so expensive.

There was a time when our water heater stopped working. I submitted a claim to HMS Home Warranty and had a positive experience. I dealt with their plumber but then we couldn't get the pilot light thing on. They tried to replace one part but then it didn't work. And then, they tried to replace the whole pilot light assembly, but because the water heater was so old, they didn't make that part anymore. That's when they decided that they had to get us a new one. It took 3 visits before they realized my water heater was unrepairable. Also, we had a small issue with their plumber wherein they couldn't cash the check we tried to pay them. It took almost three weeks before we actually had the funds from the check go through. This was odd to us. Despite this issue, everything has been going great for us.

There was a time when my dryer needed to be repaired and Cross Country Home took so long to repair it. There was some misunderstanding between them and the tech who came out to see what was wrong with it. The tech diagnosed that the dryer needed to be replaced but then Cross Country didn't wanna replace it. They found someone to come out to say that it could be repaired but then that took about a month. Still, the whole process of submitting a claim over the phone to them went great. Their coverage is a great deal and they cover everything. I recommend them.

I bought an old house in Bexley, a little community where all the houses were old and a home warranty was suggested to me. I’ve always lived in subdivisions and newer ones instead of old homes, so that was what made me decide to buy HMS Home Warranty. Plus, my daughter and son-in-law had HMS at one time and they encouraged me to get that. I’ve had it since I moved to my house in 2011. I know that I can do a claim online but just because this was what I’ve always done, I would call HMS. They were always very business-like but yet personable and very helpful. They would tell me the number to call and who’s gonna do it, and they would give me the case number. It was very positive. Their reps were always patient, answered my questions and told me to call back if there was any problem. They were professional and yet very nice. It’s not easy to get that mix where you’re very professional but you’re still kind.

The bank sent TotalProtect to me and I went with it. I usually submit a claim over the phone. Then, either the contractor would call or I would call them. The normal time frame for them to come is within the day and the service has been good for the most part. However, I had something done to the AC and it went out not even a month later. It was something that was fixed last year and it was supposed to be brand new. The guy who came out didn’t fix it when he came out to determine what was wrong with it. The guy just said that it just went out, and that I was responsible for the deductible again while he couldn’t explain to me anything about it. Still, people need to get TotalProtect because it saves you a lot and it’s a great backup.

When we settled down in our house, they said we had to have a warranty. Somebody suggested an HMS warranty in the realtor’s office, so we said we’d try it. We also figured that if we didn’t like it after a year, we’d get our own. But so far, I love it. When the garbage disposal fell to the floor just three days after we moved in, they fixed it. Then, the air conditioning system didn’t work at all and the guy came out and fixed it right away. He even suggested a plan so that it gets serviced and cleaned and we went ahead with that.

I've had a good experience with HMS Home Warranty so far and I haven’t had any problems with them. They’ve helped with the air conditioning, washer, dryer, plumbing, and the refrigerator. The reps and contractors have done everything that they said they would do and in a timely and courteous manner. I’m quite satisfied with HMS.

Cross Country Home Services is the best. My experience with my previous warranty was totally different. I'm very happy with Cross Country. I don't know how should I express my thanks and joy. When I submitted a claim, their reps were wonderful. I'm very satisfied.

After I reviewed and looked at different home warranty companies, TotalProtect looked like a good company. I felt they covered more and they offered a better protective service. I've been with them for over 10 years now and the claims process is great. I can do one of two things - either call or go online. Then, they contact a local vendor and the vendor contacts me as far as setting up an appointment. I'm contacted immediately by the vendor once I make contact with TotalProtect.

On 4/3/19 I call the home warranty department and decided I may not need the warranty anymore since I have not had to use it for neither property. The customer service agent advise me that he removed the auto renew but I was paid up until 5/2/19 and will be covered if I decide to change my mind, all I have to do is call back. My AC has went out in my home on 4/16/19, and the repair company (A Plus Heating & Air) was sent to check it on 5/18/19 and stated the heater cord needed to be replaced and that they observed my hot water heater leaking. I notified Sears about the hot water heater on 5/18/19 and 5/21/19 about my ceiling fan.

We paid the deductible but still haven't had our appliance repaired and it's been a month. The customer service will give you the run-around and the contractors that they contract out to are very unprofessional. When you report it to them they don't seem to care. Once upon a time this company was great but it's horrible now. Don't waste your money!

We bought the house back in November and there was an issue with our blower for the air conditioning. So, we requested to have that repaired before we closed on the house and when we did, the sellers also offered us a one year warranty and that was through HMS. Recently, the techs came out on Monday and they found the problem with the AC. They said there was something caught inside one of the coils and they missed it on installation, but they said the coil needs to be replaced and they can do it. They also said that our HVAC unit is less than a year old and I wasn’t aware of that. So, they were supposed to contact HMS and talk to them to see if they can repair it or if Max Air, who put it in, have to come back and fix it. But so far, I haven't heard from either one about who’s gonna fix it and I'm sitting in my air conditioner that’s not working. It keeps freezing up inside and outside. Other than that, the techs who came out were great.

I love my coverage with Cross Country. Submitting a claim was very easy and the people were really excellent. The representatives are the ones who add the actual claim so they listened and they're very attentive. They would tell me what is gonna happen, like I would need to call this person or this person would call me, and they would give me the step-by-step instructions. Right now, my plan pretty much covers about everything that I need and I think Cross Country needs more advertising to get more people on this type of plan.

Just in case something went wrong, we like to have coverage. So the warranty is for safety and security for things to keep going and the experience when submitting a claim with HMS is really good and efficient. I've called every time we’ve had an issue and the reps have been very pleasant to deal with. These guys get right on it too, so I appreciate that.

Being a new home buyer, I needed a warranty for the house and for the appliances. HMS had more reasonable prices. I just call them when I have a claim and tell them what the issue is. They then tell me what company I'm supposed to call to check an appointment. It's pretty easy to get through the claims people. I only had one incident where there was an issue with someone they gave me. The contractor was supposed to show up but didn't. I called back and told HMS about that and they immediately gave me another name. And that afternoon I called, he came right away. It was the same day. I had fast and reliable service. He even gave recommendations that would improve or prevent the problem I had. It was good service. I would recommend HMS.

I've never had any success with TotalProtect. It was 2008 when I heard about them through Wells Fargo. I received the leaflet stating that TotalProtect would cover appliance, electrical and other items in my home if something should break down and all I would have to pay at that time was the deductible that was about $50 back then. I had been in the house a little bit less than five years and I felt like it was going to be something that would work out for me so I enrolled in it. The deductible has gone up $100 and submitting a claim has been terrible. It has been a nightmare. I hardly ever filed a claim. From 2008 till 2019, I might have filed six claims total and every time I filed a claim, I always had a problem.

we purchased total protect & have never had to use it, we pay $54.95 a month & our deductible is $125. may 15,2019 we filed a claim for my wash machine (7yrs old) the 1st company they referred me to tells me they don't deal with this insurance company, total protect sent me to another company, they tell me the same thing. may 21st they referred me to sears, may 23rd sears came & recommended a new washer due to the amount of money it would cost to fix this 7yr old washer. total protect decided to order parts & fix, costing a little over $500, parts was to be in by june 5, well guess what...my parts are on back order, with idea when they will be in. now my fan went out of my central air unit & i'm told i have to wait 24 hrs for a company to contact me, to come look @ my central air unit. i called back last night & asked to be referred to someone else, our daughter has chronic asthma & our grand baby has upper respiratory problems. total protect told us to contact someone local & call them back for approval, so we did...well guess what they are giving us a run around & won't approve it, so i made a claim to the BBB. i do not recommend total protect, i suggest putting your $55 a month in a account & when something goes out you have the money to fix! do the math people.. $55 a month is $660 a yr & if you don't use it for several yrs it adds up, on top of the $125 deductible. IT'S A SCAM....DON'T BUY INTO IT

We have been a customer of HMS Home Warranty on two homes for over 10 years. Early on they were very responsive to our requests for service. The last 2 years when we’ve filed a claim, I get the impression their customer service department is trained to be slow and unresponsive hoping I will forget the claim. They’ve now added a third layer of bureaucracy between themselves and the repair contractors to muddy the process even further. It’s impossible to find someone to speak with to follow up in claims. I’m not sure their business plan works for us any longer. We are 2 weeks into a claim for a non working refrigerator and still have no answers on whether it will be repaired or replaced. If someone from HMS in a position of authority reads this, I would love for them to contact me to discuss our situation. Is it reasonable to expect a homeowner to be without a refrigerator for 2+ weeks - who knows how much longer this will be dragged out.

Last year, had a plumbing leak.. Fixed within three hours. This year, needed a total HVAC revamp (new heat pump, coil etc.). HMS repaired it with no hesitation. Thanks to an extra coverage I purchased to cover non-covered items related to a covered repair, I paid only the deductible and HMS covered the non-covered repairs as well. Tech said without the warranty, I'd easily have spent $5,000 today.

After 2 weeks of zero contact, we called them back, were told to find our own plumber, because they couldn't. It took us ONE DAY to get one to come out, at which point they did everything possible to NOT COVER the small repair. First, He's "out of network", plus they tried to say the damage was our fault that the 65 year old faucet broke. Imagine trying to con a business person out of the $75 difference between our deductible & his fee.. How awful.

We've had HMS Home Warranty for 10 months now. I called up HMS for my most recent claim and talked to an advisor. She gave me a couple of places to call, and that was the worst part of the whole thing because nobody seemed to accept the plan. So I left it up to a representative to find us a contractor and someone was able to come in a couple of days. The contractor was excellent.

HMS Home Warranty’s claims process is relatively easy except I don’t think I should have to be calling a service provider. The service provider could've called me to get something scheduled. I was told I’d be contacted by the service provided within 48 hours. 48 hours came and went, and in turn, I had to call back to the HMS person, and then they told me to go ahead and call the service provider. So, I did. Nevertheless, the technician was nice and pleasant. The interaction went well.

When we bought our house, HMS Home Warranty was part of our agreement. It was what the prior homeowners had and we stuck with it. I submitted a claim a month ago and it has been fairly easy for both my husband and I. He has had to call and then, we have also done it online. Last time, I submitted the claim online and HMS got a hold of me within the hour after I submitted it. All the technicians have been very helpful and they’ve all gotten everything taken care of that we needed done, and even answered some questions that we had for them.

When I submitted a claim to HMS, they came out very promptly. They worked diligently and cheerfully and solved the problem we were having with the plumbing. They were nice guys and pleasant to deal with. We couldn't figure out how to turn the shower on. It was what turned out to be the problem. So, another fellow came out. They had three guys by the time that somebody finally thought to call the manufacturer. The salesperson of the manufacturer of the shower handles explained to us that the shower needed to be pulled out in order for the water to turn on. So, we pulled the handle and the water came on and it's been running fine ever since. It was a positive experience.

I just bought my Home April 25th 2019, the home came with a Home Warranty through HMS. on Thursday May 30th, my air conditioning went out. I called and file the claim with HMS, and a technician came out Friday afternoon. The Tech through Lloyd's Air Conditioning and Heating assessed the damage and stated he would need to get a part and would be able to fix it by Monday or Tuesday. Luckily in the warranty hotel is covered for up to 6 nights. Little did I know It would take LONGER than 6 nights. I'm located in North Carolina and it's running about 90+ every day. I have a 4 year old. IT'S HOT!!!! I understand it takes time to get a part.

Starting on January 15 2019 I called for service for my refrigerator not making ice. The serviceman came and replaced a part and said, "You should have by tomorrow." We did and thought that it was fixed, by January 27 no ice again. Another appointment scheduled and the serviceman gets to work and says, "You needed an electrical component and by tomorrow you will have ice." This repair lasted until 2/23/2019. Same problem, another service call again and then on 4/25/2019 and 4/28/2019 and 5/13/2019. The last serviceman called the warranty company to explain that due to improper diagnoses from previous repairs my refrigerator's insulation Was not working and moisture got into the metal skin and caused it to rust. This caused warm air to come into the unit and No Ice was made.

I got HMS Home Warranty when I bought my house and it would be a year next month. This service was good. They helped me out and pulled me in the right direction. When submitting claims, I start on the phone but I end up doing it online. The website is easy to navigate. My wife said everything went good with the contractor and everything is working great, so I don't have any problems.

I've had a few engagements with HMS. I sent in claims for the refrigerator, the shower, the garbage disposal, and also for the microwave. The microwave one was a little problematic. HMS tried to do a good job, but they suffer a bit from too many cooks in the kitchen. They get different organizations as part of the configuration of the service. And that could be a little confusing to a consumer unless they're driven to get to the result. It's just the nature of the corporate beast these days. When HMS told me why they couldn’t cover one of our claims, I could live with that. I could have a spirited discussion with an informed guy and accept why they wouldn’t cover it. But I got 10 calls about the same thing where they already decided not to cover it. There was some disconnect in terms of the number of people that are pursuing these things because they got too many cooks in the kitchen on the claims.

We have been dealing with Sears/Cross Country since FEBRUARY 15. It clearly states in our contract that if it cannot be repaired it will be replaced. As of today 6/3 we still have had no resolution but rather a runaround. It was determined back in February that there is no part made to repair it. Countless phone calls and emails have not helped. We get the same scripted message that our situation has been escalated. Today we still have a fairly new microwave just sitting here and Sears continues to charge us each month for a warranty service that does not serve. We have been Sears customers for over 50 years so you can imagine what a disappointment this is to have them outsource to a company that will not to honor their warranty contract.

Let's start from the beginning....my wife wanted to signup for this last August/September 2018 from hearing about it from her Aunt and their experience from using this warranty. So we decided to go ahead and sign up. This Spring we turned our AC on and it didn't get cold. So I called on Friday April 26th to see about getting it looked at. Fast forward to now Sunday June 2nd and we still have not had it fixed. I have made at least 4 calls in to customer support only to get the run around every time with false promises and more lies. The last call I was told I would have an email two days ago on Friday to show exactly when it would be fixed and what I had to pay. Keep in mind I have a $125 deductible. They said only certain things are covered and I would be liable for the rest. When I called the first time to report the issue I had to wait over a week just for a return call by the special dept because there wasn't a service provider within 75 miles of me lol. So here my family sits day in and day out in June in Kentucky humid heat waiting for the next lie. If you read this please keep looking for alternative options. I would not recommend this warranty company to anyone, anytime, or anywhere. All this over an A-coil with a small leak that just needs to be replaced. If this was a total unit replacement it would be one thing but we are talking about a small job. If I dont hear something within the next few days I will be talking with a lawyer to see what my options are.

Submitting claims to HMS has been relatively easy. I can do it online and I've had to call their customer help line when I've had a few questions. I've waited more than about 10 minutes any time I've called. So far, I've had nothing but good experiences with everyone that they’ve sent out. I got the business card of the plumber that they contracted out because I really enjoyed his work. He was really nice. I've switched to the heating and cooling people they’ve sent out for a couple issues I've had to service my bi-annual heating and cooling. I've had nothing but good experience with HMS and I like the peace of mind that comes with it. I've recommended HMS to a friend that just bought a house.

My dryer had smoke coming out of it one time. I submitted a claim for it over the phone to HMS Home Warranty and the tech who came was very efficient and knowledgeable. He fixed the problem and we haven't had any more concerns since. Though sometimes calling HMS can take a while, I just get back to call. I recommend their service.

Updated on 07/31/2019: After multiple attempts to fix my dryer, HMS offered to replace it with a unit that does not stack, or send a check for about $300 less than the unit they offered to replace it with. The unit must stack to fix in my laundry "closet." They refused to offer a stackable unit that would work saying that they did not have access to any - tough luck. They would not send the $850 the unit they suggested so that I could buy a stackable unit.

It has been almost a month and there is no sign of getting the AC unit replaced. It has been on back order for more than 2 weeks now and there is no ETA. Customer service is courteous but has no clue on the ETA either. It seems the purchasing or the authorization team that looks at procurement are sluggish and do not want to take alternate measures at all. Overall HMS seems to choose to let the customer suffer over customer satisfaction. This is certainly not a good first experience for me to recommend HMS to anyone.

I had HMS Home Warranty before and I stayed with them. They sometimes service the air conditioning unit but the deductibles are high. On one of my claims, the contractor showed up but he didn’t do anything about my dishwasher. I called HMS and they said that he couldn’t enter into the property. He put a note that the landlady did not allow him to enter. However, he went inside, checked and came back out. He looked like he was not a competent technician. He said when he came inside that it was an old thing. He didn’t even try to run it.

Many years ago, the Realtor and I used to offer home warranty. And then, I bought my condo and it looked like some of it might be sketchy. The furnace and the AC had never been replaced. So, I thought it'd be in my best interest, and I got HMS. I've submitted one claim, and it was crazy easy. It was a breeze. The contractor was good and did what he said he was gonna do. I did have timing issue because he said he'd be by sometime Saturday, and he didn't show up until 4:30 and he didn't finish until 6:37 to do a hot water heater. It was not the end of the world, but the problem I had was he didn't give a specific time. Other than that, he was fine. I would absolutely recommend them again.

We purchased a home warranty when we bought our new house. As the weather got warmer, we realized that our AC unit had died. Called HMS and set-up a claim over the phone and got immediately connected to our local service provider who came out just a couples days later. Easy, right? Wrong. Our outdoor unit needed two parts replaced, one that the service provider had on hand and one that needs to be ordered. Okay, no worries, how long does that take, we ask the provider. “Typically 3-5 days, but it’s all up to your warranty company.” He then explains to us that the company frequently has delays and that we need to call them and “check-in”. I should’ve realized that this would mean a lengthy wait for us, but I’m optimistic and hope for the best.

I've had HMS Home Warranty since I purchased the house back in 2014. I have a home warranty for no other reason other than the HVAC. When I purchased this house, I know that the HVAC is one of the most expensive things that you can get and one of the most expensive things to repair. Recently, I called them for the HVAC unit for the first floor of my house that just totally stopped working. This happened on a Friday afternoon, the perfect time for an HVAC to die. We have two elderly people who live with us, so I was hoping that they would be able to get someone out on either Friday or Saturday. But HVAC people apparently don’t work on weekends. So, they were able to get someone out on Monday. The guy came out. He was here for about two hours and he assessed everything, and fixed it.

My next-door neighbors have got HMS warranty for a couple of years, and they were really happy about it. I was with another home warranty company and was happy with there, but I wanted to try HMS. And the most important difference that I saw was that the response time that HMS had was amazing. I didn’t have to wait for a long time on calls to place my claim, and even to follow up about the claim. They had continuous text messages for booking appointments and everything. It was a very seamless process for me, which I really appreciate. Fortunately, with the two services that I had with HMS, the people were very knowledgeable, polite, and professional. They came down and did the work, and they cleaned up after. Overall, the service that we got from HMS was good.

Melissa ** from Nashville, TN

We've had HMS for almost five years now and we've been liking them thus far. Submitting claims has been a good experience as far as getting repair people out goes. However, the process takes a bit longer if I have to have a replacement. There was a time when we were almost three weeks without a refrigerator before they had that replaced. Nevertheless, HMS gets people out really quickly to do repairs and I've liked every contractor thus far. They've been really helpful.

MAY 3rd I opened a claim for my HVAC. The first company, Montague Heating and Cooling, that HMS sent out told me he topped off the freon and to buy a new filter and it was good. Did what he said and still did not work. Spent two weeks trying to get ahold of both HMS and Montague, finally got a response. The second company came out to my home, Cutting Edge. The first gentleman said he filled the freon and it was good. It stopped working an hour after he left. Contacted the company the came back stating it needed a switch board. The AC company stated it would be weeks before HMS could get the part so they were ordering it.

I knew HMS Home Warranty's field rep well and she was very helpful. If I needed anything, she'd be right there to assist me. It was also very easy to deal with HMS directly. I could call the company here and they would put it in place very quickly. They could get the premium to a closing office. It could be done in the day of closing. It was all very convenient and I understood it very well. I have five rental units and all of them are insured with HMS right now.

We purchased our home a little over a year ago and just renewed our warranty for a second year after a relatively successful first. Unfortunately, since we made the decision to stick with HMS we now pay more for the warranty, higher deductibles, and in exchange get terrible service. Just what you’re looking for as a customer, right?

I called HMS because my hot water heater was leaking and was connected to Murray’s Plumbing and Heating. They assessed that I needed a replacement. Eight days later Murray’s came back to install a new heater and was done within 1 1/2 hours. My out of pocket fee was a whopping $690, plus the $100 deductible, in addition to the $50/month charge. Never did I hear from HMS about my out of pocket cost. Smh. I called HMS only to be texted a link to follow the status. (This sure isn’t Chick-Fil-A... Poor customer service). When I get through to HMS to ask for an itemized list of what HMS paid vs my cost. I’m told by the rep. HMS paid approx $400 for the heater and $70/hrs for 2.5 hrs. ARE YOU KIDDING ME?? I DO NOT UNDERSTAND THE MATH HERE. I will scream to the top of the hill to everyone. DO NOT ENROLL WITH HMS, IT'S A BIG SCAM.

I have a vacation home and obtained an HMS Warranty, thinking things would be easier with one. WRONG. A/C went out on Friday 5/24. We were assigned a provider who came by and said a part was needed and that HMS would purchase and send. On Wed, provider showed up without calling and said he had to purchase the part himself. He then "fixed" the unit and left. Within minutes, it wasn't working again. Called him back, he said he'd be back that evening. Never to be heard from again.

New water heater installed under a claim was purchased by HMS and installed by a local plumber. Extras that were not mentioned to me upfront cost me $650.00. AND the new water heater has leaked since day one. Nobody wants to take responsibility. Even though they guarantee their work for 180 days, and it's only been a week, I’m supposed to go back to the manufacturer, not HMS. Installation and the cost of shipping the heater back to the company are my responsibility. I don’t call this a warranty. I call it a ripoff.

My warranty with HMS came with the house when I bought it and it was good. I used it two different times but it was for the same thing, the AC unit. They came and fixed it the first time last year around July 6 and the guy from a company that HMS used wasn’t very professional. He replaced the blower motor and what he did may have been exactly what it was supposed to be. But sadly, when they had to come back out this year about the beginning of April, it turned out that the blower motor had been blowing in the wrong direction for the past year. So, the tech who recently came out kind of fixed that. I don’t know if the blower motor was the issue of why the AC stopped working again because it got jammed up. But I guess the initial repair was only good for six months and it had been over six months. So, I ended up paying $200 for something that still wasn’t fixed.

I renew with HMS whenever it is time as I've never had any issues with filing claims. I submit online and it has been fairly quick. Navigating their website has been easy as well. Additionally, their warranty is reasonably priced. However, I had a negative experience when I was trying to get my AC repaired a couple of years ago. The technician who came to service my unit was very unprofessional as he didn't know what was going on. He gave me an appointment time range from 10:00 to 2:00 during which I made sure I was at my residence. At 2:30, I called and asked him if he was arriving and he asked me where I lived and what he was supposed to come to my house for. He then said that he was gonna be an hour late and that he should get to my house at 3:30. 4 o'clock hit and he didn't arrive yet. So, I called him back and that's when he told me that he was not gonna make it. He told me to call and reschedule.

I had TotalProtect for years then they merged with Cross Country and since the merger, the customer service has been 300% better. When it was just TotalProtect, there were days that I would wait an hour to an hour and a half to speak with somebody. With Cross Country, I've never waited on the phone very long to get a customer service rep. Not only that, but there was a supervisor who called, wanting to make sure everything was okay and that our order turned out right. I was very impressed this time. But when the company switched over to Cross Country, the price of my coverage also went up about $15 a month. That was a little extreme and I ended up taking appliances out of my coverage.

We filed a claim 4 months ago for our pool heater. They require the homeowner to do the legwork to get a service call. The service company was totally incompetent - had no experience with the equipment. After countless days off work for service tech to come and evaluate the heater and runaround calls to resolve the claim, we were denied because someone who owned the home previously had already filed a claim on this equipment - WE are new homeowners under a brand new contract with no exclusions noted.

Actually zero stars. We have called HMS 10 times, been put on hold, disconnected, told a check was coming and still have not seen the check we were told we would receive for a new hot water heater. Today is May 29th. We started this process on 4/18. We were told we were approved to receive reimbursement for the hot water heater that quit working. We were told a check was in the mail 4 times. Why are we getting the run-around? On 4/18 Fransisco said the payment was approved and to allow 7-10 business days. On 5/2 David said they would expedite the check and it would be sent out on 5/3. On 5/15 Mary then Kaitlin said a check would be coming. On 5/21 Elisa said a check would be coming in the next 48 hours. On 5/23 Cole said wait until the 31st, a check would be here. This is beyond frustrating and I feel HMS is a scam. I will be filing a complaint with the BBB and FTC. Not that it will get me the $993 they owe us.

I filed a claim on Monday citing my refrigerator has failed. It is now Wednesday and after calling HMS customer support 4 times they keep telling me they are looking for a vendor in my area to fix my refrigerator and that I need to just wait. I live by a large city and can’t fathom how they are unable to find a vendor in my area?? Right now I feel like I wasted money buying HMS Home Warranty coverage as they are not honoring their coverage. Buyer Beware! I will update this review if I ever get any help from HMS. My service order # **.

I have been a member of TotalProtect for several years and they have been consistent, fair and provide good customer service. The claims submission was expedient. The reps were knowledgeable and respectful. However, they were a little slow in getting back to me. Our scheduling didn’t always coincide. But the contractors came out within a reasonable amount of time and the quality of work was excellent.

I had a need to cover components that weren’t went normally covered. With HMS Home Warranty, the claims submission has been pretty straightforward. It’s a good process. I've done both over the phone and online. For somebody who doesn’t understand websites, they may have a challenge but I haven't had any problems with doing it online. Their reps have always been very straightforward and helpful and the contractors have been responsive. The quality of their work is as they've stated and I recommend HMS to friends and family.

I usually call a 1-800 number for my claims. The first one was my refrigerator ice maker wasn’t working and the gentleman came in, defrosted my ice maker and then went down and checked the cold water line downstairs. He found out it wasn’t tapped right, so he fixed that. He also checked out the drainage on my dishwasher. Come to find out that the seller did not take out the air drain plug from the new disposal, so the gentleman fixed that. I also had a plumbing issue where the seller did some tile grouting and decided to clean his tools out in my bathroom and it clogged up the drain eventually. HMS called a plumber in to fix that too. From walking in to walking out the door, the techs were great. They did the job and they did their cleanup as well.

In March 2019 I called about a problem I was having with my refrigerator. Total protect called a sears technician to come out. It was going to cost $950.00 to fix the unit. Every time the tech put in the cost of the repair Total protect kept rejecting the claim he was trying to file on his phone. It kept telling him that he needed to lower his cost down to $300. But he couldn't. We even called total protect but they said they were waiting for sears to submit the paperwork and sears said they did submit. I have a copy of the error messages so I emailed Total Protect the information and all they could tell me is they are waiting for sears. I am so disgusted!. I had to go out and purchase a new refrigerator. Ive reached out to Total Protect but they just keep saying they need the paperwork from Sears and Sears said they sent it. What a JOKE!!

Our recent claim with HMS was for a broken garbage disposal. It was easy to submit the claim online and dealing with their reps was fine. They were knowledgeable and were able to answer my questions. The service got scheduled in the same week. It was really fast. The technician that they sent out was a little weird but he got the job done all on the same day. It was convenient and I was glad that I had HMS.

I put in claims to have my oven and three ceiling fans fixed. TotalProtect paid for the service call for the oven, but they said it didn’t cover the automatic lock for the oven cleaner. But to me, that’s part of the oven and nobody would discuss it with me. The ceiling fans are 12 years old, and the remote control sensors that turns the fan on and off were out. TotalProtect approved for a guy to come look at them. I live in a small town from Pueblo, and they approved $80 an hour and three hours travel time. While the guy was here, he called TotalProtect to tell them what was going on, so he knew where to go with it. They transferred him three times, which happens a lot with them people, and then he got disconnected. He said that he was getting $80 an hour and he was not gonna take time to call them back again. So, he wrote everything they needed to know on the invoice.

Submitting a claim online is very easy because it's the third-party, the person who's actually coming to your house, that calls you back. The only problem I had is that I have a heating system. It's called a geothermal system and they were unable to help me 'cause they couldn't find somebody that was in their network to do it. The thing that bothered me was they recommended me finding somebody who does this type of heating. They said, "You would have to have them call." The contractor called them and no contractor wanted to do that.

I got an offer on the phone, and at that time, TotalProtect was affiliated through my bank. And I took them up on the offer. I’ve loved it. It’s coming so handy. I've had coverage since 2011, and submitting claims has been really easy. I recently had a claim with my washer, and they replaced the pump in it. The contractor was polite and friendly. They came on schedule. They had to order parts and it took about three weeks to get everything fixed. Overall, the TotalProtect contractors' quality of work was amazing. They replaced the condenser in my AC unit. With the garbage disposal, I had to call the guy back because it was leaking. He came out within a couple of days and handled that well.

I’ve used HMS three times in the past year and it's very valuable. All the contractors we’ve had had been great too. They come on time and fix the problem quickly.

My home has been covered by TotalProtect for a while. All my claims but one went fairly well. I had work done with my HVAC system, and the vendor never came back. We had to play phone tag. Luckily, we have alternative heating systems in our house and we got everything squared away. And they made sure no extra cost came out of our pockets. So, I was okay with it. All the other contractors seem to be fine. They come in, they do their job, and they're always very professional. All in all, TotalProtect's prices seem to be fair and everyone I spoke to generally has a great attitude. They're about helping their customers. I would recommend them to other people. Even when I had a bad vendor, they followed up with a really good vendor.

My experience with HMS Home Warranty was great. My air conditioner wasn’t working and I called the number that I was given when I bought the property, and within three days, I had an AC technician come out. He diagnosed the problem, and he fixed it right away. Everything went great.

Our washer which had been repaired few times for the last 2-3 years finally gave up and broke down on a wash cycle. The technician submitted a report claiming that a comforter was stuck and HMS denied the claim because a comforter was stuck and hence the failure is not from wear and tear. WOW, when a technician calls a table cloth a comforter, you know we are in for a long claim process. So, we called and explained and offered to send pictures, to send someone else and to even mail that tablecloth to no avail.

I liked the whole picture of trying to make sure that we’re protected if something went wrong. So, I decided to purchase a home warranty and I chose to get one from TotalProtect. Recently, I had a claim and I just called it in. The process seemed to be pretty easy because the guy came out here quickly. When he called me, it sounded like he was working from home but other than that, everything was fine. He set up an appointment, came out, and our interaction was great. He told me what he was gonna be doing and explained everything to me. Then, once he found the problem, he told me that he had to submit it to TotalProtect. He also gave me the time frame I would be looking at, so I kinda knew I’d have a week to wait and that was good. I was very happy with my experience and having the warranty gives me peace of mind.

I’ve had some of the other home warranty providers before and I wasn’t really happy with them. So, when I got information on TotalProtect Home Warranty, I decided to go with it. Submitting a claim with them has always been very favorable except for two years ago. We had had problems with the air conditioner and they sent somebody out and then the problem wasn’t fixed. We had to call them again, so that meant days went by with no air conditioning. We live in Las Vegas, so that was very uncomfortable. And then they were supposed to be free because they didn’t do it within 30 days. So, they were supposed to come back and do it. And the company they sent out told my son, “Well, if you want it done now, you’re gonna have to pay us an extra $200 or else we’ll put you at the end of the list. My son agreed to it.

HMS was the home warranty when we bought our house and we've been with them going on two years now. It seemed reasonable. They have made the claim process pretty easy and they handled claims quickly. For the most part, their reps were okay but there was a time or two where there was a bit of a language barrier between me and who I was talking to. Other than that, their techs did excellent work. HMS has been really good to work with.

I researched and looked online to see what the reviews were, and I talked to several people who had home warranties. American Home Shield was recommended but when I called them, I could not get a hold of anyone. When I called TotalProtect, they answered the phone and answered my questions so, we went from there. We had a couple of issues and they sent someone out. There was one contractor who did not show up during his scheduled time and I tried calling him back but I could not reach him. So I called TotalProtect the second time and they said that they would notate that on his callout. The rep apologized and took care of it quickly.

HMS Home Warranty was included when my wife and I bought the house. We’ve had it since this past December. We did the claims over the phone and preferably, I would like it if they could make it easier to talk to someone versus pushing a number for each person for what I need to do. The claims process is not a problem once I talk to somebody. The claims reps were helpful and their customer service has helped me for whatever questions I asked.

An HMS Home Warranty was recommended to us during the purchase of a home. We learned after moving in that the fridge ice maker was not working and the line leaks water onto the floor. HMS sent out a provider who came once, spent 10 minutes, told us to buy a new water filter, and never returned. They submitted a diagnosis without opening up the fridge and now are saying the parts are unavailable - meaning the fridge is un-repairable. HMS refuses to get a second vendor to come out and look at the fridge to see if they are able to repair or to provide a replacement cost/fridge. Twice I've been told a Supervisor would call me and no one has returned the calls. I've spent hours talking to people and have no resolution and am not any closer to having a working fridge. I do not recommend HMS Home Warranty to anyone.

Terrible for the third time. I have had HMS for my home warranty for 5 years now. Every time I have to deal with them it is a joke. I have to fight them for every claim! I recently filed a claim for my freezer/refrigerator. I followed their directions and had the service company that they selected for me come out. The first technician said he needed parts. The parts were ordered and the second technician came out to make the repair. Now both times I had to empty my freezer into coolers in my kitchen. When the second technician came out he said that the model I had was a sealed system and it could not be repaired. A few days went by and I never heard back from HMS so I called them. They said they didn't have the diagnostics. So after a couple calls back and forth the service company got them straight.

Last year I had a claim on my sub zero refrigerator, HMS could not find a company in their network that was certified to work on sub zero equipment so I had to find a company which was no big deal. This year the freezer broke on the same refrigerator. Again HMS could not find a company in their network that was certified to work on sub zero equipment. So, again I went with the same company from the previous repair. This time however HMS denied the claim stating it was a non mechanical failure. The technician from the company was very confused and submitted multiple descriptions of the issue which was to described to me as almost identical to the issue that HMS pay to repair on the refrigerator side the previous year.

TotalProtect's program is really good. The cost keep on going up a little each year but it’s still very reasonable. With them, you have a choice of different plans and what’s nice is that they guarantee their work for six months. So if my washer and dryer were both broken at the same time, I get charged one deductible. Filing claims with TotalProtect's is also easy. You just call in then they send a service person out and they tell you what your deductible is. One time, I had a major problem but I contacted someone that was a little higher up in the company and they took care of the problem right away. My experience with their contractors also depends on who TotalProtect sends out. I tell them the area I’m in ghen I usually have one or two companies that I like out here that I deal with if it’s an appliance or air-conditioner problem. And for the most part, I would give it 95% that they carry through what they're supposed to do.

Submitting a claim online to HMS Home Warranty was very easy. Their contractor scheduled me for a Friday but then as soon as he had an opening, he asked if he could come by on Thursday. However, the quality of work was not up to par because he said that the ventilation needed to be reconfigured because I wasn't getting any air out of the vents upstairs. Also, I didn't like my experience when I called to follow-up with the recommendation of the guy that did the service for the AC. Someone was supposed to call me back but then nobody got back to me and I felt that HMS' reps were just saying things to get me off the phone. They did not say whether I was covered or not covered. I ended up bringing another AC guy in and he found that my louvers weren't open. HMS's contractor did not look at my unit thoroughly. If he did, he would have discovered that I had louvers and they just needed to be opened.

My daughter got the TotalProtect warranty and recommended it to me. I had heard of other ones but at the time, she said that was the best one. I gave them a call and signed up. I’ve had TotalProtect for 15 years now and I’ve recommended it to some of my neighbors and some other people. I’m an advocate. The claims submission process is really great. I do it over the phone. You can also do it online but I’m old. I like to talk to somebody. The only thing is their deductible went up. It was $75 for a house call and it went up to $125. That was a significant jump. It’s not a 10% or 20% raise. They should have raised it up to no more than $100, if that. It should be more gradual than a significant cost.

We've filed two separate claims and had two separate HVAC companies from HMS come to our home to fix our A/C within an interval of just 8 days...and our A/C still does NOT work! Absolutely unacceptable.

If I could give negative stars, I absolutely would because they don’t even deserve a single star. We purchased the home warranty after we bought our home thinking it would cover all of our home appliances... right? Boy were we wrong! On May 2nd, we called this company to let them know our HVAC system was no longer working. They sent a contractor out to our home. On May 5th, said contractor came to our home to diagnose the issue. His recommendations were to replace the outdoor unit and the air handler inside. On May 15th, the research department completed its research and were sending us a new Lenox unit (outdoor unit with the matching air handler).

Again, this company found a way to continue to take my money by charging me an early termination fee after I was told thank you for being a loyal customer. Well Total Protect, how about you become a loyal company to your customers.

In fall 2018 a claim was made for an AC Unit. Contractor hired by HMS came out and said it needed replaced. We were told we were waiting on parts by HMS. So we waited.... until April 2019. Soon after I began calling. Each week it turned into "we need an inspection report". Sent the inspection report - website never updated to say anything other than "Waiting on parts". Then they needed pictures... They were included in what was sent, but okay - sent again. Again, website never updated - still waiting on parts.

HMS had coverage on our home when we bought it. I wanted the home warranty and it seemed like HMS was already aware of the house and what was in there. Right now, my claims are through emails and there haven't been any hiccups. During the process, I get electronic texts letting us know what is next and what to expect. The contractors have been good and very nice. They've been very professional and I've been satisfied with their work. I’m really happy with everything. I have a couple of homes and I use HMS and another company. Between the two of them, HMS is pretty good so I would refer them.

Within the two years I've been with TotalProtect I haven't had any problems when I call. Whatever I need, they fix it pretty quick. The reps do a good job. They're pretty nice. They tell you what's going on and what you need to do and what's gonna happen. The technicians are good too. One thing I had couldn't be fixed. It went over the limit. But the rep called and told him to go ahead and fix it, so I was happy with that.

I had American Home Shield before and I was having some problems. I heard some good things about TotalProtect from a neighbor, so I tried them out. I have them for three years now and so far, everything has been fine. I submit my claims with them over the phone and the last time I had something done, the contractor was out the next day. The techs they sent out did a good job and I liked them.

I moved into my house April 2018, the policy was purchased by the seller, as my basement sewer backed up after doing one load of laundry the weekend I moved in. I initially had a local Super Rooter come out to inspect the pipe, he did a camera of the line and realized that there were significant holes in the old cast iron pipe. I contacted HMS to start the process of getting it repaired. I had to go through three companies assigned by HMS who all were unable to complete the repairs, then I was assigned what they call "Owner Co", which is my ability to pick my own company.

Our water heater goes out and we end up with cold water. HMS sent out Bob’s Home Service last year and the guy re-lit the heater. Then April this year, we had another company come out and re-light the heater. Now, here we are again with no hot water and the same people last April is supposed to come out. I don’t have any problems with the people that HMS sends out, but they have to get it fixed ‘cause my wife takes a shower at 4 o'clock in the morning and it's cold. Whatever the problem is, they can’t keep re-lighting it. There must be something wrong with it.

We've had TotalProtect for 25 years and I have it on the original house and the new one that I purchased a few years ago. It’s much easier to submit a claim online but I would've thought that if I do that, I would get some kind of verification. However, TotalProtect doesn't do that. So, I always call back just to make sure. On the telephone though, depending on when, you could be on hold for an hour and that's a problem. The contractors are good but we have had a few instances where the contractors wouldn't come out. We had a couple where we got their telephone numbers, and I called and made the appointment, and then a few times, they just didn't show up. So from time to time, we had to get somebody new and others that wouldn't work on the unit.

Do NOT waste your money on this. You will be charged a deductible for any service repair (that will often exceed the cost of the repair itself) and when they find the problem there is a 95% chance the parts are NOT COVERED. So you will pay for parts or replacement and the so-called warranty will NOT HELP. The customer service representatives are NOT knowledgeable (and 5/6 reps who I spoke with had very strong foreign accents, making it challenging to understand over the phone). I was misadvised about what would be covered, ended up paying the deductible for a repairman to come and tell me it needs a part that HMS refused to cover. WASTE OF MONEY and an incredible WASTE OF TIME trying to reach someone who was knowledgeable enough to help in any way. Did I say that this is a WASTE OF MONEY? Terribly disappointed, would give 0 stars if it were possible.

It would be minus 5 stars if that was my choice. FYI it’s now May 2019....No dryer since February of 2018! This company has sent 2 different repair company’s out here on 5 different occasions and still have not fixed the gas leak in my dryer. I have to leave it shut off at the gas line. I am the one who is constantly calling them to check on my status. They will absolutely spend more then double on what a new replacement would have been, by buying guess work parts for this 3 year old machine. Still not fixed...It’s been the biggest hassle ever, dealing with their run around. They say they are the ones at the mercy of the repair guy, and I tell them that it is me at the mercy of their warranty company since they refuse to do the right thing and order a replacement dryer.

I wanted to make sure that my family was secure, and TotalProtect was referred to me by a co-worker. They were pretty fast when we made a claim. I called and let them know exactly what was going on, and it was immediate responded to. They called somebody and set up an appointment. The tech came out and looked at the dryer, and he did a good job. Now it’s working better than it did.