Cinch Home Services Reviews

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.

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.

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.

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.

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.

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.

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’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.

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.

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.

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.

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.

My home is less than 3 years old. It was a new construction. I still have a warranty on parts for everything in my home. During the early spring I normally turn my thermostat off and open the windows. To allow natural fresh air in and to give my bill a break. When it started to get extremely warm out I closed the windows and put the air on. I went to turn on the air and my unit started making a weird funny noise something I had not heard before. The noise continues throughout the day so I turn it off because the noise don't sound right. I call this company to file a claim. The service guy said my compressor went out but the company called and said they are denying my clam because of the date I called. Which was the 31st or 32 day into my contract. I spoke with a rep Jeff or joseph he asked me a series of question like has anyone been out to service my unit before the Service guy came out? I said no. After asking me questions he apologized for my experience and said he is doing a recall to get a 2nd opinion with a different company and they would be coming out to my home the next day. I took time off of work to meet them at my home. Time is going by and I have not heard from anyone. I called the company and they said someone from the warranty office called and canceled your service request so that is why they didn't show up. No one called to give me a courtesy call to let me know anything. I kept calling trying to get answers I got the run around and then the rep hung up on me. I spoke with a number of reps and stayed on the phone for more than a hour and 20 minutes with no solution. I have not had any previous issues with anything in my home. I eventually got tired of being on the phone and closed out my account. That was the only time it seemed like anyone cared was when you enrolling or closing. But I am very dissatisfied with the level of service that I received and I will not be recommending this company to any of my my friends, family, coworkers, peers and etc.

So my over own microwave caught on fire “really” caught on fire and Total Protect sent Sears out to repair or say unit not repairable on 19 April the service technician called from my home and informed them unit not repairable but service person on the phone say part decided replaceable tech said it caught on fire and not repairable so here we are 31 days later and Total Protect still researching issue. It didn’t take 30 days to cash my deposit check or monthly payments. I would not recommend them at all. A microwave cannot cost more than deposit and 2 payment. I’m a disabled veteran and ever dollar matters. So I will be looking for a honest and reliable home service company.

Called to request service 4/24/19 due to HVAC not cooling. Sears repair came out but it just so happens the unit started back cooling. I explained that the unit does cool when the temperature gets higher. Service guy charged the filter and stated that I should keep the thermostat on 75. He did not find any major issue. Well 7 days later the unit stopped cooling again. I called in a follow-up service due to the HVAC not cooling. The customer service rep assured me that I did not have to pay the deductible within 180 days of the first service if the same issue persisted. It took the vendor 3 weeks to finally come by.

We are waiting for someone to come to do the work today. The contractor texted us about 30 minutes ago and said they will be delayed because they had to go and exchange a part. But submitting a claim with HMS is pretty easy to me. You can either call or go online. They either text you the information as far as who to contact and schedule your appointment. After that, you can go back and follow up on the claim online or over the phone. For the most part, HMS is timely and affordable. The contractors that come out pretty much know what they're doing. The work is usually done in a timely manner. We had one guy who had a long day. He was here to complete a job, but he didn't finish it. But 95% of the time, people are courteous, polite and professional, so we don't have any complaints. I would tell people that HMS is a good home warranty company. In fact, we reupped our policy with them in August.

TotalProtect's automated system is very lengthy. It would be good if they could just match a number and I would get to a representative and give them my information. Additionally, we've had some issues using TotalProtect in Cropwell, Alabama. There, TotalProtect cannot keep vendors or service providers. Finally, we just gave up and call somebody who would do the work for us. Thus far, we've had to do that twice because there's nobody from TotalProtect and we're seriously thinking about looking into another service for our property 'cause we're having to pay for the service anyway. Still, TotalProtect has been good in Enterprise, Alabama where my daddy's home is. They use Sears Home Services, and they're very good. We also had their warranty with our home in Enterprise and we've had excellent service down there.

I have had HMS warranty since I bought my first home about 4 years ago. Background: I have a 2008 townhouse with two HVAC units (one upstairs/one downstairs). Since then I have made about 4-5 claims, the first of them being positive and then one of them actually shows as two canceled claims on my report: The first claim I was without AC for over 3 weeks. Then the repair service company never called me back over a 2 week time frame after multiple attempts to contact them and having HMS warranty call them.

I never had any problems submitting a claim. I always gave HMS a 10 because they were self-sufficient. The rep was always pleasant and the technicians that came out to service my appliance were really courteous. They kinda went out of their way to make sure everything was alright, so I was pretty well-pleased with them, too. So far, the work that they performed on anything that I had done was pretty well. When I acquired my house, it came with the home warranty from HMS and whenever the policy was up, I just kept renewing with them.

I’ve had TotalProtect for a long time. I submit claims over the phone and the reps usually answer all of my questions. Within a couple days, they get a contractor out for service and so far, I’ve been pretty satisfied with the contractors' professionalism and the quality of their work.

Apparently HMS contracts with Sears for ALL repair work, so right there it tells you that there will be no truly personalized customer service or incentive or pressure to right any wrongs. Sears repaired my leaking freezer and a few months later the same problem arose. I had to take off a whole day from work the first time because they won't give you any time other than 8-5p. The Charlottesville, VA repairman came about 445p and the repair took about 30 minutes tops. I also paid for this repair to satisfy the high deductible of $125. Well this time, I had to wait a week for the appointment, then tried to contact Sears to request at least a 30 minute heads up because I can't take another whole day off.

I've had HMS since I had my home in '07 and submitting claims with them has been very easy. I got a whole new air condition unit. I had a garbage disposal and my washer and dryer were repaired. The contractors have all been excellent. I've had no problem. If I would have, I'd have cancelled. The air condition guy, Gus, stood out in terms of his service and their time effort. If they said, "We'll have somebody out to you, sir, tomorrow at 10 o'clock.", rest assured, if they weren't there at 10 o'clock, they'd be calling me to say, "I know we said 10:00, but we're running late on a double job. We'll be there. Give us about another hour or 45 minutes." So it's been great. I already referred a couple of my co-workers to HMS. They're already with them.

I had a refrigerator that broke down. The person that was sent in here by TotalProtect to evaluate was very good. And the fellow that came from the company that I had to select was very good. The representatives were okay. But I was frustrated and got a little annoyed with one of them. I’ve gotta send in paperwork to redeem $185, and I do have the paperwork. I get that they have to see receipts for my faucet and the work. They couldn’t find a plumber. So, I was allowed to select a plumber that I was familiar with who does not participate with TotalProtect's network. So, I did that and he did a good job. But TotalProtect wasn't able to get someone to come here. That was inconvenient. Other than that, we had one fellow who helped recently. His name was Joe and I liked him a lot. And we had had him before for something else, and he was excellent.

I live in a condo and we're under an HOA and so, certain things in here are our responsibility. Most recently, I filed a claim online to Total Protect for my faucet. Though the process wasn't difficult, I wasn't familiar with who they have as service people. So, I wasn't really sure. I had questions but the claim worked out. Our appointment with the contractor was delayed for two weeks 'cause they had other work going on. Still, that was acceptable because they already had stuff on their books that they had to take care of. They notified me and we scheduled the day they called.

Sometimes I get irritated because the guys sent by HMS Home Warranty who come here have to patch something instead of fixing it. The boy who came out to work on my air conditioning and heating system messed up on one of the boards so he had to jury-rig it. He hot-wired one wire over another instead of ordering a new board. Additionally, he said that what I had was an old machine and should be replaced but HMS wouldn't let him. Still, he finally got a board, put it in and got my system working.

In case things will break down, we don't usually have the cash laying around to fix it. We decided to get a home warranty and TotalProtect mailed us some information. Submitting a claim with them has been good, and the claim process was easy. I just call the pamphlet and things are taken care of rather quickly. Their reps are easy to deal with. And the techs are knowledgeable.

Beware of this company. they are doing every low down method they think they can legally justify. Since getting a warranty 2 years ago with this company they have yet to fulfill their end of the contract. they use independent contractors who happily take our $125 deposit for doing absolutely nothing! We moved into a brand new house and during the hottest time of the year the AC Unit went out, we place a ticket and a guy came out and looked at it, he said he would call Total protect and let them know we needed a new unit. A week later we got an email saying our claim was denied. Then the dude called back and said he would fix it through his company and charged us 7K, our garage stopped working called total protect the guy came and said the work did cost anywhere near our deposit amount and total protect denied the claim thankfully he just charged us the $50 to fix it, and the straw that broke the camel back was our Samsung dishwater was giving us an LC error, we called total protect they sent a tech who did not even know how to fix Samsung appliances paid $125 dishwasher still didnt work, then they sent another guy who said he could fix it $125 later washer stopped working the next day, called again and they could not find a tech who fixes samsung...funny being that they sent us two that they said could. They finally sent a guy over and in less than 2 minutes looking at it says "looks like it may be a hole somewhere" no evidence but sure. Said we needed a new washer would submit the ticket no problem. Well we didn't hear back from anyone for almost two weeks. I called total protect and the tech and they acted as if they had amnesia. Had to repeat the whole ordeal over and over. Total protect said someone would call back. no one did. Three weeks later I called and again they have amnesia finally got to someone who PROMISED it would be escalated well a week later we got no call but we did get a email saying the claim was denied. I am LEVID!!! I called to cancel contract and they left me on hold for 30 minutes under the guise they were having a manager look into our situation. Said manager would call me welp its been over a week and I am not writing this.

Our heater started malfunctioning in January. We initially filed the claim on Jan 21. A technician came out that night and said that we needed a part. We paid the deductible and waited. When we contacted the service provider, they would only tell us to contact HMS as the parts are up to them. We began calling HMS every week or so. The service rep would tell us the part had been ordered and tell us an estimated delivery date. That date came and went a few times. As it turns out the part wasn’t ordered until March 7 and then it was sent to the wrong address (fault of service provider).

I've been with HMS for 20 years and have had very good experience with their reps. I submit my claims to them over the phone and then their contractors usually take three days to come out. However, I’m in a claim for a refrigerator right now, and it's taking a little more time than I would have preferred. It has been about seven days. Other than that, the contractors have done very well with their work. They explain the issues thoroughly and extremely well.

We've been living here for 22 years. We've had TotalProtect since then and I like it because it worked our very well. Plus it was easy to submit claims. Every time we call, we get ahold of somebody. Then someone comes out and takes care of business, and it's done. After being here for so long, the heating/AC unit went out and I don't know how but it works fantastic now. TotalProtect has taken of all of my claims and the technicians were always courteous.

The previous owner of the property had a warranty through HMS and I continued it once I was notified about the home warranty. HMS is a good company and I've been with them since 2013. They promptly get service providers out there at your request. They give you the information about that then say they’ll call back and schedule the appointment. And they're on time with their appointment or schedule. That’s what I like about them. They give you the time. If there’s something they will do, they will work according to your schedule. I've been satisfied with HMS but I had a little hassle with the last work order I put in for a refrigerator. It got resolved though. They kinda wouldn’t comply to what was going on. But they finally came through and fixed the situation.

I’m happy with TotalProtect. If something happens, I call them and file a claim, and then they take care of it from there. They’ve always been very courteous and put me in touch with somebody right away. The claims process is easy, but when I need to have something done, sometimes they put me off for a week. One time my dryer went out and it needed a new belt, and it took almost two weeks. So, I had to load the clothes up and take them to a Laundromat, and that was an inconvenience.

I've been with HMS for 15 years during which I had about eight claims with them - electrical problem, heating, Freon, air conditioning, washer and dryer. The most recent one was the heating and air conditioning. That was just to control the thermostat. There are like occasions that you have to wait, but most of my claims have been been okay. Their contractors have always been pleasant and I never had any problem. I'm pretty pleased because there was one time that we wanted someone to come back and double check on something and they did. It's been a pleasure working with HMS. Mostly, it's been a good experience so I can't complain.

I filed my first claim on my air conditioner because it was not working. It took over for weeks for them to get somebody out here to look at the unit. After that I waited another two weeks for them to tell me I was turned down for repairs because the provider said that the unit had not been taken care of and was leaking for over 5 years. I have receipts on repairs that I've had done to my AC unit. My unit has worked fine until this summer when I fired it up and nothing but hot air came out. The provider said that the unit's condenser core was leaking and needed to be replaced because of the age and availability of parts. And the home warranty company told me that they would not cover it because of neglect. To me this is fraud because I know my unit has since I've owned this home. I would not recommend this company to anybody not even my worst enemy.

I am not going to go into detail it's going to take too long..Just that after having lots of problems dealing with Total Protect and 2 of their contractors for almost a month about replacing the motor of my AC unit ,I was told by them that I can have an independent vedor and they were going to reimburse me, after everything was done I sent them the bill ,they have been giving me all kind of excuses not to reimburse me...worst worst worst worst worst company Ever

To save money and to be able to fix things that break, we got a home warranty. Liking HMS' availability, we decided on them. It's a great asset to have. It goes smoothly when I file a claim and I do this over the phone. The contractors are usually very professional but HMS does not usually give me an expected time for when the contractors would be out.

I've been with HMS Home Warranty since September and I've come to prefer submitting claims on the phone. My interactions with their representatives have been good. They send out the right services and it normally takes two days for a contractor to come out. The contractors have provided appropriate care and didn’t leave the job until it was done. Plus, they were very thorough.

I’ve been on with TotalProtect for quite a while, at least eight years. At the time, I was growing broke with a very old air conditioning unit and other appliances. I started to have to start replacing things in the house and I heard that there were insurance companies for appliances and other things. I started doing some internet searches and compared to other companies, TotalProtect had the least amount of complaints. I stuck with them. I’ve also recommended them to at least four people who have bought with them, and I’ve recommended them to at least 10 plus other people.

I always submit my claims with TotalProtect over the phone, and I'm always routed through an automated thing. I did a claim for my garage door, and the contractor was fine. The issue that I run into every time that I have someone come out for a service call is that only a part of the thing is covered and not the entire fix. So, they said, in the case of the garage door, the motor in the actual thing that is attached to the roof needed to be replaced.

We have spent 3 weeks without a refrigerator. The service company has come out three times already with a week between each visit to wait for the part. The service provider has tried to get a replacement 2 times saying the unit could not be fixed. Cross Country has refused to replace and is sending out a new service tech to verify the findings of the first service technician.

Schmidt’s was called out and analyzed my issues. I gave them a check for issues to be corrected. Schmidt's canceled my order and did not inform me. I have been waiting for over a week to have my air conditioner to be fixed. I’ve called HMS and another company will service me next Friday. I am a disabled 71 year old Vietnam Veteran and the heat here in Arizona has made my life living hell. It’s hot. I can’t sleep.

I have had HMS Home Warranty for the last 7 years and had no issues with claims...until now. My A/C went out on April 20, 2019. We submitted a claim that day. On April 23 the first tech showed up. He said we needed a new unit but that HMS would want a second opinion. Once we got that set up (which was not easy and entailed several phone calls that were definitely outsourced), we got someone to show up the following day. He told us the first tech did not know what he was doing and that we needed a new evaporator coil. He also told us it would probably not last, would cost us quite a bit of money out of pocket, and tried to convince us to replace the unit ourselves and not use HMS. We told him we wanted to replace the part and not the unit.

I've used other warranty companies and Cross Country is way better. Their reps were excellent. Doing my claims online is faster than when I call, and it has been very easy. But there was a time we missed the first appointment because the tech didn't have the part. But the second one did a perfect job. He was very polite and very professional. So they contract some good company and some bad company. The good companies are actually worth waiting for. So I don't complain. Cross Country has outstanding service. I would tell others to go with them.

We set up an appointment a week before for a refrigerator repair on 4/27/19. We were given a window of 10 am to 5 pm. After waiting seven hours and repeatedly trying to contact the service provider, David Fant Enterprises, a service professional contacted me around 6:30 pm. He said that he would not make it because he was told it was an HVAC repair.

I bought a house and in the process, the seller used HMS Home Warranty as a selling point. So, we went with them. In general, my experience in submitting claims to them has been good. Usually, I call on the phone and my interactions with their reps have been friendly and prompt. When I filed a claim for a plumbing issue, it was resolved satisfactorily. I would recommend HMS.

I had a problem with a water heater and I don’t think the vendor that was sent by TotalProtect was really a very good vendor because they tried to replace my water heater. They said there was something wrong with it, and between the time they left and came back with a brand-new water heater, I went in and started the water heater myself. There was nothing wrong with it except the pilot light had gone out.

I prefer dealing with a person so I called HMS to make a claim. That went eerily, awkwardly, and strangely easy. I didn't understand why it was so easy. I was waiting for the catch but there wasn't one. It was really unbelievably simple. They took care of everything and it was fantastic. Customer service was very good. The claim was for a rental property of mine and HMS did a good job of communicating with both me and the tenant which was one more step. My tenant at the rental is a very particular one and since they didn't complain, that tells me that the level of service of the contractor was very good. I'm very pleased and HMS has been excellent. Hopefully, I don't have to use them again but I am happy to know they're there for me.

Placed my very first service request for air conditioner service on April 22nd. After waiting a few days the service provider came, diagnosed the issue and said he had to wait for parts authorization from CCHS. After a week of waiting I called provider and was told he was still waiting to hear from CCHS. I called CCHS customer service and was told it was “still in research”. I have been promised updates and return phone calls. None have happened. I have now called on 4 consecutive days and am told it is “still in research”. It is now 3 weeks since requesting service and we are no closer to resolution. 90 degree weather and no AC after three weeks. This is my first claim. Second guessing my decision.

The reps I've dealt with at Cross Country were nice. When I file a claim, I do it over the phone, and they know all right. Usually, it takes about a day for a contractor to come out then sometimes they have to leave and come back. But their customer service and their quality of work are all right.

We submitted some claims with TotalProtect and they got processed. Everything is working fine right now. We've been with them for about 4 years now and the online process of submitting claims is easy. It takes anywhere from 24 to 72 hours for technicians to come out after I file a claim and the quality of work is good.

We've had our TotalProtect warranty for years. We had it with a house in another state and in the house in North Carolina. Now we have it in the house in South Carolina. So, we got two houses which are currently under the program. Recently, I submitted a claim with them for our AC and it was pretty easy to do. But getting the contractors to work with our schedule was not. It took a week for me to get an appointment and one time, I was waiting all day until 7 o'clock at night. The appointment had run over their time window which was 8:00 to 5:00 then they canceled the appointment. It was automated that the appointment was cancelled because they called and we didn't pick up on the first ring, so they went to another job. That's a very poor way of doing business.

I've been with HMS for couple years now and they've been absolutely wonderful. I have been recommending them. Claims-wise, they've been really good and a contractor comes out for service very quickly. They're excellent people and we've had no complaints whatsoever.

When I submit a claim to HMS Home Warranty, it's taken care of right away and the price is not a headache. I do it over the phone and the reps are always professional. It seems like they care about my problem as much as I do. Also, the quality of work by the techs is really good. Although, we have a plumber who comes out and I don't like his attitude. He seems grumpy. The rates have gone up, though, and before June, which is when everything renews, I'm gonna search for others.

On February 12, 2019 a Sears technician came to repair my washer. (I purchased the warranty through a Sears technician who repaired the washer in January.) Parts needed to be ordered and I was told when they arrived to contact Sears and an appointment would be scheduled to complete the repairs. My 1st follow up call was around February 27, 2019 because an appointment was scheduled and canceled but not by me. The parts were still being researched. The parts were no longer available and the washer needed to be replaced.

I hardly ever write reviews. I moved into my home 1/2019 in which the warranty was in effect 12/2018. My water stopped getting hot March 2019. I put a claim into HMS and they sent someone out and I paid my $100 Deductible. The guy told me my water heater needed to be replaced. HMS of course denied the claim. They told me the claim was denied because "The warranty does not cover lack of maintenance and cleaning failures." Remind you, I moved into my home 1/2019. I've been without hot water since March 2019 and it's now May. I have made numerous calls and sent numerous emails.

This warranty was purchased by the seller. I bought an existing home in May 2018. The AC worked well all last summer. Turned it on April 2019; it would not cool. Call warranty company. They sent a tech out who said the compressor was broken but he didn’t know why. He stated that rarely happens. The warranty company denied the claim and stated that they advised the technician that it stopped bc a valve was improperly installed and that the valve is not covered. How would they know? Because the know which parts are not covered in your contract. SCAM.

HMS Home Warranty has been very cost-effective for us. We’ve had claims and they’ve been taken care of although the process to get them fixed has been a little bit more hit or miss. Right now, we have a claim for our oven, and the guy who’s working on it have been to our house three times. He disappears for weeks ordering a part.

I have been dealing with TotalProtect for 10 to 15 years. I had my house through them. Our air conditioning, garbage disposal, and water heater were replaced, and I had a washing machine worked on. I got a refrigerator repaired, too. They've always responded when I've called and they're very good people to work with. When I submit a claim, I call a toll-free number that I've had for a good while since they sent me the paperwork. They give me a claim number and then, they call and find someone that can do the work in my area.

I got HMS Home Warranty three years ago and the interactions with the claims rep when I submitted the claims were great. The first company I was put in contact with on my last claim had horrible reviews on Yelp, and I didn’t get a call back very quickly, so I called in and HMS changed it to a different person. If there is any way to make sure the quality of the repair people are top-shelf, that’d be good.

I've had the warranty for about four years. Initially, I looked TotalProtect up on the internet and it sounded good. Then the main reason I chose them was because I have two heat pumps in my house and they cover them both. The other company I was with would only cover one. TotalProtect has been good to me and I would recommend them. When I called them up for a claim and told them what the problem was, they gave me a claim number and a number to call. The rep said so and so would call me, and they did. They set an appointment, came out and fixed the issue. I had cleaned out the laundry room so he could get to the dryer. He went, checked it, and told me I needed a thermostat. Then he put it in and that was that. He did good.

Our experience with HMS Home Warranty has been good. I’ve not had any issues and they’re helpful when you need help. I usually use their website to file claims. It’s easy and simple. I had trouble with one technician who was less than nice but everyone else has been great. From what I heard, there are better home warranty companies. But from other people who have home warranty companies and have interactions, I am much more satisfied than a lot of people. So, I’m fine with HMS.

I had an experience with TotalProtect where I wasn’t really happy because of the cost. My hot water heater was out and they said they would have to come and look at it. Then, they'd order a part, and probably order a hot water heater, and have it shipped to them. And I would be out of hot water for at least a week. And that was unacceptable, especially in January. The tech pulled me in that TotalProtect forced him to look at it. And then he evaluated that the hot water heater’s out. Then he asked to order a hot water heater through TotalProtect to the brand that they recommend. And it was gonna take another week or so for it to show up.

Every time I’ve had to use HMS, it’s been a painless process and I’ve had good results with the people that they’ve suggested or supplied. I just call in and place the claim, and they tell me who’s around. I had to talk to a customer service rep a couple of times, and they were fine. They were helpful, they understood the problem and resolved it. The contractors are professional and they’ve always been able to complete the job on the first go-around.

My wife and I purchased a home and with older appliances and systems, we thought a home warranty would be wise. For the most part we're had fairly good luck with them, they weren't the fastest, and to be honest they don't know what's going on any more than you do. We had repairs and replacements that did save us money in the long run, but this last one (as we are within days now of our contract expiring) has been a merry-go-round cluster **.

They don't cover wear and tear. Contract says they cover the coil in the ac but they denied the claim. Also, you can't cancel anytime without paying a cancellation fee. Asked to speak to a supervisor but was unable due to them never contacting me.

There are a lot of things in the home and things can go bad so I looked into getting a home warranty. Someone recommended TotalProtect to me, but my experience with them wasn’t really that great. Submitting the claim was very taxing. It’s all automated, so you don’t really try to get someone on the phone. You’re just speaking to a machine. You don’t get someone unless you really pursue them.

I have been with Total Protect Home Warranty since 2012 and have been paying a monthly payment on time for 7 yrs now. I have had very few claims with them but recently I have had several items in my home to warrant the need to call Total Protect to see if it is covered and each item is never covered according to them even though my contract states that it is.They have increased the price of the service fee so each item that I needed items replaced I accrued a fee of $100(3), just for them to tell me the item wasn’t covered. This last situation of my water heater needing to be replaced has made me think about whether Total Protect is really a Home Warranty company at all. They would replace the water heater but the fees I had to pay the service men to put it in is as much as the water heater cost plus the $100 service call. Why am I paying Total Protect??? I called to speak to a supervisor and you can’t talk to anyone who seem to be helpful or compassionate to your need, one of the supervisors threatened to hang up on me because I wanted to speak to someone who had more authority to make a decision she could not make she very rude and not helpful at all.But I will notify my colleagues, my clients,my family and all of my friends to withdraw all their services from Total Protect as well as letting everyone on social media just how Total Protect treats their client.The worst company ever!!

On submitting a claim, I call TotalProtect's 800 number. It’s an automated system and as long as I have my policy number and address, it's 24 hours and then, they get back to me. Being automated is no problem as long as the second call is from an actual person. I had two different technicians for a claim. I had a tech to come out and diagnose the problem and then, we had some more techs to come out and do the actual work. They were from two different companies. The first guy was from Sears and he was very knowledgeable. He and I talked and he diagnosed what the problem was. He called back and let TotalProtect know what needed to be done. But at that time, he said he doesn't do any installation. He said it was someone else that would come out to do the installation.

HMS Home Warranty was recommended by our realtor when we were buying our condo. We submitted a claim within the first couple of weeks when we were here when we had a water heater that wouldn't light. Navigating HMS's website was easy. Thereafter, a plumber called immediately. They came out the next day and repaired it. There was a $100 deductible which we paid and the heater has been working since.

I had A-Advanced come out yesterday, and they went up in my attic and found that it was a coil that needed to be replaced. The gentleman came down from the attic and he told me what the problem was and said that my system was gone. It's on the downhill and it was gonna cost about $2,500 out of my pocket because HMS would only cover 15. He wanted to know whether I would prefer to spend $2,500 in repairs or get a whole new system. It didn't sound right. My system is nine years old, and I know they can go bad early. But he came out a month ago too and did some work on my air conditioning, which had to do with the fan. It seemed to me that he would look at the whole system while he was out there. He repaired the capacitor and put one in, and he came back yesterday.

Getting a home warranty seemed like the right thing to do and after getting one from Cross Country, my experience with them has been good. I submit my claims to them through a computer and their website is easy to use. After that, they give a timeframe for when the contractor will come out which depends on what the problem is. So far, the contractors who came out were good and professional. The quality of their work was excellent, too.

It’s always been fine with TotalProtect Home Warranty. When submitting a claim, it's fast. It’s a nuisance to have to push all the buttons, but that’s with anything you do nowadays, so it doesn’t really matter. But pretty much, they’re pretty good. And it’s easy. They had given me one fella who I didn’t like, so I called them back. They took care of it immediately and got me another company to come out who was much better. That technician who I didn’t like looked at my oven and he said he was gonna have to do this and that. And I told him to check the electronic ignition. And he did. That was when I called TotalProtect back and told them I didn’t want that guy. The representative who helped me was very attentive, understanding and sorry, and immediately got me another company. Throughout the years I’ve been with TotalProtect, they’ve always been very helpful.

We’ve been with TotalProtect for 15 years and our overall experience with them has been really good. Most of the time, we don’t have an issue with them. But sometimes the process can get lengthy, like when we did our garage door opener. That took a while and it seemed like it took 6 weeks. I opened the ticket, they sent out a service provider, then that service provider came out and said that they didn't give replacements. They said our unit had to be replaced and they only do service so they couldn't handle it. Then TotalProtect said that the claim was completed but I told them that it wasn't. There was a lot of back and forth for three weeks to finally get it escalated so that they would put it in the hands of another provider that would work on that. Ultimately, the garage door opener wound up getting replaced and they paid for it. The technician also did a good job. But it was six weeks with no functioning garage door and that was a little irritating.

We used to have another warranty company which we had a lot of issues with. But with HMS Home Warranty, we’ve had a really good experience. They show excellent customer service and they contact us in a timely manner. I usually submit claims over the phone and the turnaround is typically 24 to 48 hours. The technicians HMS have sent out have been good.

We started contacting HMS in April about problems with our refrigerator (after throwing away over $300 in food because the last fix they did in October was a bandaid at best). It is now over a month later and we are still without a fridge. We have had 7 different service providers show up and tell us that the issue cannot be repaired. We waited another 2 weeks for a company to show up to do the repair only to have them damage our floor in the process and not actually fix the fridge.

I wish I could give them 0 stars. We have currently been without a freezer and ice maker in our refrigerator for a full month. The repair company initially came out on April 11th, were here for about 5 minutes and said they needed to order a part and would be back to install it the next week. A week later I called to check on the part, as I hadn't heard from anybody. They apologized and said it took them a while to figure out which part they needed and so it wouldn't be here till next week.

Someone who has TotalProtect referred me to the company. There been a few bumps but TotalProtect makes sure that whatever I was calling about was definitely being serviced. That's what I like about them. They stick with you through the long haul and that shows their quality. There were a couple of times that they should not have used a company that they referred me to and I expressed that to them. They got someone else and it all turned out well. Overall, they've really been good. I had service on the garbage disposal, my refrigerator, and some plumbing stuff. TotalProtect always put someone. In fact, anytime I have a plumbing issue, I'm pleased to use the same company that they've been referring out to me. That has worked out very well.

Our air conditioner went out on 4/23/19 and they could not come out till 5/2/19 between 8-5. I cleared my entire day and at 12:24 I received a text message that my technician Kyle was on his way. At 2:37 I received a text that my service had been rescheduled for 5/13/19 from 8-5. Needless to say I was furious. I then received a forwarded message from my husband with a voicemail saying they were trying to get a hold of us and since nobody answered their call they would be rescheduling our appointment.

Submitting a claim with TotalProtect worked out just fine. Everything was smooth. The process just took a few minutes and it was easy. I had to go through their online process and call to set up an appointment but that wasn't a big deal at all. Their rep answered all my questions and thereafter, a tech came. He fixed my issue and was gone quickly. He cleaned up after himself and everything has been good since. I appreciate TotalProtect's warranty.

A home warranty is something that all homeowners need to have. If you don't have something like that in place, I would definitely recommend HMS Home Warranty. I have had nothing but good experiences. Even the people who come out to do the work are always professional and nice. All of them are friendly. If you're friendly with them, they're friendly. They come in, do their job and keep it moving.

January 2019 I started having problems with my heat, I called HMS and a tech came out and identified the problem as a defrost module inside the heat pump unit and since it’s an older unit there are some stress cracks on the top plate which he noticed. I called the vendor for an update a week or so later and found out my claim was denied due to the cracks on the plate.

I wish I could give zero stars. This company is a complete sham and do nothing but lie. Today is Day 7 with no hot water and a 20 month old in my house. Called on Tuesday and the rep stated, "We have to review and will have a decision with 24-48 hours and we will contact you." No call (shocking). I called myself and was rudely asked if I called the service provider. I explained I was told HMS would contact me in regards to the claim. Magically, they don't want to cover anything and I have a bill for $580 to fix the heater, which is more than the entire warranty costs. I was then asked if I wanted a supervisor call back and was rushed off the phone. Of course, they couldn't give me any idea of when I'd be contacted. Absolutely no reason to have a warranty through them and zero chance of renewing with them next month.

Overall, we have a very good experience with TotalProtect Home Warranty. It was provided to us originally when we bought the home and we've had it for 13 years now. The only issue is when you have something break down like the hot water tank and the air conditioner. By the time it takes them to get somebody out and then get everything approved, you can be without that appliance for two weeks sometimes. But the customer service and technicians have been very good. And everything else, they've taken care of very well.

I usually submit claims over the phone the HMS reps have always been good and very quick. Contractors usually get sent out within a day or two and so far, their service has been excellent. They go through everything and everything is explained. They take care of it really well. We recently had our washer fixed and unfortunately, the day after it was fixed, the dryer started acting up. If I had known about that, I would’ve taken care of both of them at the same time.

Prior to having TotalProtect, we had another policy with another company and Total Protect sounded better ‘cause it’s more local. We went with them and everything worked out really well. However, I’ve had a couple of claims that I’ve used their service and I have to call them back, or their reps don't give me the right information. Still, TotalProtect's warranty is cheaper and their techs have performed good work.

We called HMS over the phone number on our warranty paperwork. The automated system was a little tough to get through, but once we spoke with a person, everything was handled very, very well. The technician was great and ordered parts. But there was no communication between the warranty company and the shop at the point that the technician came out, diagnosed the problem, sent the information back to the warranty company, and then was just waiting to hear something.

2 EXPERIENCES; EACH A TRAIN WRECK. From customer service to follow up to delayed service to repair or replace, this was the biggest waste of money we have EVER spent. Not to mention the enormous amount of time we have used to follow up and get someone to speak to us and get reliable answers to legitimate questions. Being with hot water for 3 weeks due to a broken water heater is TOTALLY UNACCEPTABLE. If this company spent half as much time trying to actually help the customer and do what it states instead of trying to get out of what they are expected to do, they might earn a 2 star review...that's how awful this company is.

Updated on 05/24/2019: I previously posted that we have carried HMS warranties for over 10 years to protect ourselves from a major repair. Other than a shorted wire in our clothes drier we never had a claim. Then our AC broke...HMS sent out a repairman who said we were completely out of refrigerant and that it seemed to have leaked from the rusted coil. He also said we needed a new compressor but he thought it would be covered by the warranty. A couple of days later HMS denied the claim because they said it leaked from the outside lines. After much work I was able to get the repair company to write a summary (attached) which now said the leak was the coil and the lines. He did not mention the lines when he showed me where he thought it was leaking.

TotalProtect was associated with my mortgage, so I chose them as a home warranty provider. I called and talked to a representative when I submitted a claim for a plumbing problem and the rep was very nice. Then, a tech came, got to the root of the problem, and took care of it. The work was done to my satisfaction and I have no complaints.

We have our home loan with Nationstar Mortgage, and TotalProtect Home Warranty was an option that we saw on Nationstar Mortgage. We’ve had a lot of offers from other warranty service, but we just have stayed with TotalProtect for several years now because they’re pretty responsive. Submitting claims has not been a problem. Just make a phone call and they respond really quickly, and within 24 hours, you’ll get a phone call from somebody that’s gonna work on it. From the TotalProtect’s side, they're pretty efficient. Now, sometimes, the folks that are coming to look at your problem -- we had a microwave. They fixed it. It quit working before the guy got out of the driveway, and he came back, worked on it again and again. It took about two and a half months, and then they just said they were just gonna pay me for a new microwave.

I love the service at HMS. Making a claim is automated and it's really easy. You only have to speak to a person if you want to. I’ve only had two contractors out and they worked everything out fine. One time the gentleman had to come back, but once he did, it was totally working.

We started with HMS when we purchased one of our houses and we've been with them for six years now. We doubt renewing with HMS sometimes because the price keeps on going up every year. But in the end, we ended up doing it because we feel comfortable with the service. There's peace of mind. Everything is good with their contractors. They are on-time and are very experienced people. But with our last claim, I've been trying to contact this particular person because one of the drains was clogged in the outside of the house. But I haven't had much luck in having a response. Other than that, everything's okay. I'm kind of sick so I haven't followed up. But I'm sure if I do something, I'm gonna be more proactive with getting that done.

I will try not to be too lengthy but this experience has really made continuing with Total Protect Home Warranty. My refrigerator went out on Friday, April 26 and a service provider came to inspect it on April 29. At the time he express concern that it was ten years old and had already had a new compressor installed in September 2016 and now need another one. He seem to think that they would probably replace my unit. After waiting five more days I contacted the provider to check that status of my unit. He informed me I would be out of $250 out of pocket fees and to contact the warranty company. Now this is where it get interesting. I called the company and explained what I was told and the representative said, "no ma'am you will not be out of any out of pocket fee"! Ok, call him back and he said, "that's incorrect." I spoke to 4 people that morning and was told three different thing from each person.

On March 16th my dryer died. The first repairman came a couple weeks later. Ordered parts and came back a week later to install them. I left work early 3 times and they no showed 3 times. Finally returned and put the parts in and the dryer still didn't work. He said he was going to recommend a replacement. Walked out, left his tool bag on the dining room table and is still there after 3 weeks. Sears no showed twice! Was given the Number of another repair company. Tried for the last 4 days to get them but their voice mailbox is full mid-day on Tuesday. After Sears TotalProtect gave me the number if the first company that left his tool bag in my dining room.Who is in charge of communication? Sears is still calling to set another appointment because they don't know they have been replaced by another company. We have been without a dryer for 52 days. Service dept let me speak with one supervisor. They promised to call me back the next day. That was two weeks ago. The last five times I've called the customer service people just tell me no supervisor available. I've explained how dangerous the laundry mat is for an elderly couple in my neighborhood. Was told that was not their problem! New customers FAQ'S says average repair time 3 to 5 work days. Did I mention I've been without a dry 52 days!!!

Over the years, submitting a claim with HMS has went from a little bit tedious to very easy once you got everything online. It's now to the point that when I made my claim, I was called 10 minutes later by the company asking me when could they come out and look at my dishwasher. The claims reps are great, too. They’re very helpful. I had a huge issue a few years ago with my dishwasher. It was a huge to-do, and HMS was trying to be as helpful as possible. Anyone I’ve ever talked to has been really good. I’m in the process or selling my house, and I bought an HMS warranty for the new buyers. HMS was affiliated with Weichert when I was working with Weichert and even if I’m not with Weichert anymore, I still promote HMS because I’ve had good experiences with them.

We submit claims to TotalProtect both online and over the phone. Their process is self-explanatory and it's not difficult at all. Their reps have been good except for when we had an issue with our air conditioner unit. We had a lag in the time the repair person came out to look at what the issue was and how long it took them to go back and decide whether they wanted to replace or repair it. It was the summertime and it just took too long. Total Protect should be more receptive and expedient when it comes to claims. Still, the techs they've sent have been fine.

TotalProtect seemed like a better way than paying whatever the going rate was, seeking out contractors to do different home repairs, and paying for parts and labor on top of that. It seems like a good idea to pay one flat rate. Submitting a claim over the phone, which I prefer, used to work a little easier than it does now. It used to be that you would call and you would get a person right away. Then, you could explain to the person what the issue was. They could help set you up with an appointment.

We submitted a claim to HMS Home Warranty for the first time earlier this month. And the process was easy. I called the number and they had someone to come out and fixed our water heater. We paid 100 bucks for a new one, so we kinda able to see the value on a home warranty. It was a great experience. The claims rep was straightforward and clear. The technician also knew what he was doing. He came out one time then let us know that we needed to replace it. It wouldn't be repaired. And the next day, they had it all replaced. It's been over a month without the leaking water, so it's been great.

I WILL NEVER EVER USE THIS COMPANY AGAIN OR REFER THEM TO ANYONE I KNOW!!!! I have an approved work order, but the approval doesn't cover 75% of what it takes to get the job done! The job was overpriced at $6,500 and yet they told me they can't send another contractor out because policy is it only goes to one contractor, they won't let me even shop around for a $6,500 job, I was on the phone for almost 20 hours last week and spoke to 10 different reps and all gave me different approval amounts, out of the 5 managers who were supposed to call back no-one still has, they will not put anything in writing and say that they have to put in a request to send an email (even managers) and you will get a response in 24-48 hours and still a week later nothing, horrible customer service, horrible contractors, and still they have not paid out even the small amount they were supposed to pay

There were several different companies out there, and Regina chose TotalProtect because they seemed to be the most reliable. She had spoken with some of her friends, and several of them had a different home protection company and they weren’t satisfied with the service that has been provided. TotalProtect took the problem seriously, they listened to the consumer, and then they sent somebody out to take care of it, and then you pay a deductible, and it’s down the road. Also, from what I’ve seen because I’ve had to deal with them because she was not here, they are spot on.

I was with HMS Home Warranty for three years and submitting claims was pretty easy. I like the personal touch, so I like to call. I don't like to do it online. It was difficult initially to find a number until I finally wrote it down. But when I got somebody, it was great. They were very nice and helpful. Overall, I liked HMS very much. I love their service and the people that came out other than one person. I had a contractor who came out for HVAC and said he had to order a part, but it was gonna take a few days. He was gonna go on vacation, but was gonna be back but I hadn't heard from him for almost a whole month. I had to call HMS, and they reached out to him. And, I guess, he hadn't even put in the request or whatever they do after they look at it. That wasn't really good. They've had this guy and then the other guy that's been coming out. The last few times I've called, they had the same guy coming out, and he was awesome.

I have two claims in for two different properties with TotalProtect. Submitting those claims was very easy. I would give all of the techs they send an A-plus rating too. Thus far, they have solved issues with my washing machine, dryer, plumbing, and HVAC. TotalProtect has been doing a good job overall.

One of the people that HMS recommended to us as a plumber was a total disaster. They supposedly repaired something for us last fall. It was an outside pipe. When we turned it on this spring it leaked. We tried to reach him for many, many weeks via phone, via going to their address and they had no response. But other than that we've been with HMS for two years and they have been good, including their customer service reps. The turnaround time was just one day, and then other time, it was two days. It’s very quick.

We got a home warranty for extra coverage, and we've had TotalProtect for 12 years already. Submitting claim is fine. I do it online and I love it. The last claim I had was for my dryer. They went by my schedule, but it was the person that they sent me the first time who couldn’t do the work. The kid didn’t go by my schedule. So, they sent out Sears and they did what they needed to do. Sears was good and they took care of the issue that same day. My dryer is now working. I just told someone about TotalProtect this morning -- I'd recommend it.

My experiences with TotalProtect Home Warranty have ranged from excellent to fair. I've had several claims and sometimes, I’ve had great results. Other times, results were not so great. While I've had no problems with the contractors, there have been untimely communications on parts that were not covered by the plan. For a claim that involved a refrigerator, it took TotalProtect over two weeks to tell me that a part was not covered. More recently, like within the last four, five months, we had an episode. There was another episode eight months ago where it took TotalProtect three weeks to tell us a repair was not covered because the issue was a structural thing on our clothes washer and not a mechanical thing.

I was really happy with the service of HMS. The person who came to fix the AC did a very good job. When I called for the claim the guy was really fast. He gave me very quickly all the information that I needed and then he provided me the company. I called the company and they called me right away. The tech was really highly alert. He was very detailed and was very worried that the service gets done. He brought everything he needed and so far, we haven't had problems. He even called me after that to follow up. I really like that company, because the company they gave me in the beginning didn’t fix the problem. I'm keeping the service HMS provides. I'm very satisfied.

Our realtor purchased HMS Home Warranty for us when we purchased our house. For over a year we’ve had them, I had four claims with them, including a doorbell, the little part for my washing machine, a toilet and AC repair. The AC repair was awful. One guy came out and just said it was just the bushes. I called another company, and then they said it was struck by lightning. I kept getting all this runaround with them. We got our own and it was out-of-pocket because we were dying of heat. So that was not a great experience. All the other calls, they did really good. They got someone out quickly. So was happy with it. I would’ve renewed, but for some reason, they didn’t want me. I got a letter saying they wouldn’t be renewing us. And I guess it was because of the amount of claim. I tried to call and I never got to talk to anybody.

Do not buy a home warranty from them. My air conditioning went out April 11. I filmed a claim online that night. It is currently May 4th and it still has not been fixed. It took 1 week and 3 HVAC companies to finally get someone out to my home to diagnose the issue. After that, no one placed the order for the part that needed replacing for 2 weeks. Then when they went to place the order for the part, it was back ordered.

I looked at three home warranty companies before choosing Cross Country. With them, what was being covered was more complete and easier to understand. Working with their rep was very simple and straightforward. Since getting them, submitting claims has been very simple. I pick up a phone, make a call phone number, speak to someone, explain what the problem is. Very quickly, I get called back and I get things taken care of by a service provider. Every provider I've used has been very professional. Overall, Cross Country's warranty is worthwhile. It's reasonably priced and the work done was exactly what I needed. I'm very very pleased.

TotalProtect is great, and we’ve been a customer for many years. They were a deal that was too good to refuse when our mortgage company offered it to us. Submitting a claim to them over the phone has been excellent. We were then given a time and the contractors were punctual. They were terrific, and they took care of the job immediately. The quality of work provided is excellent, too.

It was easy to submit a claim with HMS Home Warranty. I did it over the phone and the representative was great and very patient. I had two different claims, which took about a half an hour to 45 minutes to submit. I was just given the phone number, but then I had to call myself and schedule the appointment. The quality of work was fine. I had one burner on my gas stove that was fixed and it was for a while, but I just noticed yesterday that it’s not working again. But the dryer completely fixed. I haven’t had a problem with that.

HMS Home Warranty came with my house when I bought it. Submitting a claim is fairly easy and I've done both online and over the phone. They got an app I use, and it works really good. The claims reps have always been good, and the techs have been great. My washing machine had an issue and, after their repair, it has been working great again. I would recommend them.

My experience with TotalProtect has been excellent. Their reps have been very quick to respond and I have no complaints about who they send out. Most recently, I had a claim on a Sunday afternoon for our air conditioner that was acting up. I had a call from the service company at 8:00, Monday morning wanting to know if they could come out to check my AC unit it. They told me they could be at my place in 20 minutes. It can't get any better than that.

My wife and I have a HMS warranty on our house. Bathtubs with jets are covered under our policy. When a guest turned on the jets the tub leaked. We contacted HMS to get someone to work on the tub. They assigned a plumber to work on it and when we contacted the plumber they said they don't work on jetted bathtubs. We have had 5 other plumbers assigned to us by HMS since then and when we call them to schedule the work they all say the same thing. They don't work on bathtubs with jets.

We were provided this warranty through our seller after purchasing a house. I am so skeptical about warranty companies because they usually give you the run around and that is exactly what we are getting. The dishwasher of the house is 25 years old. So when we had our inspection done he informed us that it was not working. It even had cobwebs in it. We call the home warranty and they send someone out and he determines that it is in good working condition and okay to run (mind you making no repairs).

Our HMS warranty was bought for us when we purchased the house. We had a couple things go wrong in the first year, then the wife and I talked and we kept it going. So, we paid for it out of pocket after that. Submitting a claim with them is somewhat a seamless process. But when you call it in, it could be a little smoother because it’s like you have to do stuff twice. You hit some options, enter all your information in, then you got to try and do it all over again. There’s a two-step process. It also seems really confusing when you do it through the phone but once you get somebody, it’s great. Still, the online is smoother than the call-in. Other than that, everything’s been great with the technicians we’ve had come out. We haven’t had any problems and everything’s been completed, fixed or replaced, so no complaints, especially with the last one. It was only for a garbage disposal, but the tech who came out was fantastic.

I like TotalProtect. They are good and I’ve used them a couple times. I learned about them through our federal credit union, and I trust the credit union. So, I figured if they were gonna recommend them, it would be trustworthy. Initially, I had an air conditioner issue. It was a little bit of an issue because I put the claim in online, and the person that they said was gonna come out just disappeared. I had to reschedule that initial person because they weren’t doing it anymore. Also, it was hard to get someone at TotalProtect on the phone. Nevertheless, eventually, they got it done. The techs are not topnotch, but I don't think they are bottom, either. They're qualified enough to do the job, and as long as they can do the job, I am ok. The last one I did was for my stove, I was very impressed. The tech for that one was outstanding. The repair was subcontracted to Sears Home Service and I would use them anytime. Overall, in general, TotalProtect been pretty good.

We had HMS on our previous house, so when we purchased our new house, that was our preferred user. We've have to use our plan a few times. Most recently, we had to have our furnace replaced and it was seamless. They were able to escalate it fairly quickly. Anytime we've had any issues, with us having three young kids and with our fridge breaking down, they're able to get someone out quickly and that's helpful for our family.

When I moved to my new residence in Washington in 2010, I was looking for home warranties, and came upon TotalProtect. I liked the cost of their warranty so I went with them for peace of mine. If you have routine repairs, rather than having to go for a total out of pocket, it's good to have the home warranty. Most recently, I had to have repairs done on a washing machine and it was very efficient. I did the claim process online and it just flowed. It was a really smooth process and it was very efficient. I had a claims individual contact me with the detail, the same day, and it went really well. The techs who came thereafter were professional and they did an excellent job. Overall, I've been really pleased with TotalProtect's service when I reach out to them. Also, I really appreciate since that I have had them for a period of time, my premiums have not gone up. Having them has been an excellent experience. I recommend TotalProtect to others.

Updated on 05/06/2019: The saga continues, I submitted a review last week, they have called me, put me on hold and have resolved nothing. We have a pending claim, that has been marked completed, though the provider has refused to return repeated calls and messages. I was put on hold again today by the claims rep, after sitting on hold for 35 mins, she told me the service tech would call me 'soon' to come fix the dryer. I asked why they haven't called me back, the CSR rep with HMS said, "I don't know, sorry. Is there anything else I can do."

We had this horrible home warranty company for several years. Every single issue we had was handled with careless and unprofessional actions. They cost us twice as much as we would have spent on our own. The products they installed were at best builder grade and failed shortly after installation. The contractors they use are people who can't get work any other way for their businesses. They are often unlicensed and are rude and do shotty work. We had a hot water heater go out. We waited two weeks without hot water. The company that came out installed a new one and cross wired it. They then threatened bodily hard to my husband and I over our insistence that we have an actual working hot water heater. When we called the company to request someone else come out, we were told that was not going to happen and it would be two more weeks before we could get a new hot water heater. We had to go ahead and pay for another reputable company to come and put in a NEW hot water heater..for $2000. Cross Country told us to Screw Ourselves. SELECT PLUMBING The CRIMINALS they sent out, burned up the hot water heater the put in, lied about it being installed correctly, did not install according to CITY CODE(which you have to have inspected) and THREATENED Us when we called them out on it. WHAT Kind Of Criminals Does TOTAL PROTECT AKA CROSS COUNTRY EMPLOY? We Contacted Our Local Police Dept Over Their Threats and Total Protect AKA Cross Country Didn't even care..they REFUSED to send someone else out..putting us at risk of harm by FORCING us to let these same criminals come back. CROSS COUNTRY isn't concerned with YOUR HOME...They Are Ripping People Off Each Month And When You NEED Something Fixed, They Send Out LOSERS And Faulty Replacements For Your Stuff..I wouldn't Trust These Clowns To Sweep My Floors/....CUSTOMER FOR OVER 4 YEARS...BEEN RIPPED OFF 3 TIMES...LOL..RUN FAST FROM THIS COMPANY...

I contacted Total Protect concerning my AC not cooling which has been the problem for the last three years. The AC have no freon in it and the leak was supposed to have been repaired last year. The repairman that came out only checked the freon level and said there was a non-repairable leak which he did not locate the leak. He stated the unit needed to be replace but I would have around $3000 of uncovered expenses. I contacted Total Protect concerning these charges and ask if they would question these non-covered charges and that I could not afford $3000. I did not feel comfortable with the company that came and contacted Total Protect which they stated they would send me a check for $786 which I stated would not cover the cost of a new AC unit. Each time I contacted Total Protect I go a different representative which gave different answers. I questioned how much they would pay for a new unit and she said $786 and did I want to accept the check. I contacted them again and another representative told me that they could send out another company but that I had already accepted the offer for the check which I told her that the previous representative did not give me that option. I still do not have air conditioning and I am not happy with how this claim was handled since ii have been with Total Protect quite some time and this is the first bad experience I have encountered. The first representative should have given me the option of sending another company out but they said that since I indicated that I would accept the $786 check that there was nothing they could do. I don't want the check just a new unit. I had someone else come out and they indicated that they could replace the unit installation and all for $3000 but they are not under Total Protect. I am a senior citizen and live on a fixed income and it's going to be a hot summer with no AC. I hope Total Protect and right this situation. Each call is with a different representative with different answers which is very frustrating to say the least.

HMS Home Warranty's claim process is simple. We just had two recently and we went online and did those. In both cases, a contractor was sent out the next day. Both of them did a great job. One was on a refrigerator and one was on the dryer. They diagnosed it, had the part, fixed it, and in both cases, they were in and out maybe an hour or less. I'd definitely recommend HMS.