Cinch Home Services Reviews

About a year ago, we had an issue with a plumber that took months, and TotalProtect ended up refunding the money. This year, we had an issue with our icemaker so a tech had to come. The issue has been ongoing since October. When the first guy came out, he did something with the icemaker, but it didn't work. He got the deductible though. He came back the next month, replaced the icemaker but it still didn't work. He said we needed to change the filter, which wasn't part of his thing, so we did that but it still didn't work.

We owned an older house and we felt like there was gonna be things that were gonna happen. I got TotalProtect and I've had no problem putting in a service request. My experience with them has been very good and they've always met my expectations. I have also referred three people to them.

My wife signed up with HMS when we bought the house 12 years ago and we're happy with their service. Anytime we have a problem, we submit the claim, which is very easy to do. And since everything’s online, I do it in four minutes. Sometimes on the same day or sometimes the next day, the reps at HMS send a technician, and then the techs resolve the problem quickly. The contractor who showed up a couple of weeks ago was a very good and nice guy. He checked the problem out, and he said that the water heater was messed up and wouldn’t be fixable. He said that I had to replace it. He called his boss. And then, after 30 minutes, he came back and said that they had talked to HMS, and the only thing I had to pay was the $100 deductible. Overall, it was a good experience with their company.

I am very dissatisfied with the customer service I have been shown with HMS for 7 months now concerning my dishwasher. I have not been able to use it for 7 months due to it never being fixed and I paid for that first visit. Now here we are 7 months later and you have canceled my service call 4 or 5 times on the day they are suppose to fix my dishwasher because I will not pay another 100.00 deductible since I already paid it months ago and the problem has not been fixed. I want this issue taken care of immediately.

I filed a warranty repair on 12/18/2018. A repair man was dispatched shortly after and declared that the washing machine was not feasible to fix due to the price of the part that was broken. He provided me a receipt of service and stated that he would return a call back to the warranty company stating that he could not fix. The warranty company never got back in touch with me so after my return call, they kindly informed me that they would have to send another repair out to get a second quote. The second repair man was called by myself to setup service, but after explaining the details to him about the broken part, he refused to come out citing the same issue as the first repair man that initially came out, that the part needed for repair exceeded the cost of the product. I then returned a follow-up call back to the warranty company only for them to refute both repair-mans diagnosis and insist that Sears appliance repair comes out to fix the product. The Sears repairman showed up, diagnosed the same issue and the defective product as the first two repairman, and quoted us a $640 dollar part needed for repair, that would take 1-2 months to arrive from Germany. I recently followed up twice with Total Home Protect only to be told both times that the decision to repair or replace lies in their hands(Sears) and we will have to wait. The total process has been going on for 2 months since the original warranty call was made, and since January 20th since they informed us that we would have to wait.

I received my HMS warranty in August of 2018 after the purchase of my new home. On February 12, 2019 I submitted an online claim because my furnace was not working. My carbon monoxide alarm had been going off for several weeks prior to this date, I changed the battery and the alarm stopped. I received a referral to A Absolute Heating and Air.

Beware! HMS is a fraudulent. They use bottom of the barrel contractor that do not show up. I've been without heat since early January. I bought space heaters to keep my house at a balmy 45 inside. I've had to leave my water running. I've taken days off work and waited on contractors that do not show up. I've called, I've followed up, I've had confirmation. I was told this was escalated to emergency which was January. This company will do anything to prevent you from getting work done.

Going through the claim process with HMS Home Warranty was easy. I called in, gave the rep my contract number and told them what I had going on. They sent a service provider out to inspect the item and determine what was wrong with it. Once the service provider made his determination, HMS contacted me and told me that it should be completed at a certain date. Their reps were very helpful, courteous and informative and they wanted to make sure I was completely satisfied. They were going to make sure that my problem was resolved one way or another.

We signed up with TotalProtect and our experience with them has been good. Right now we're going through a claim with the water heater. We were expecting that they had the deductible, but we had to pay $750 plus the deductible and we were not happy. We're still waiting for them to call to install the water heater. It's a pain because we can only take one shower and there's four of us that live here. They kept saying the next day, and we still haven't heard back as far as our delivery. We had another claim from GE that was supposed to get delivered, and the delivery took longer than expected. When the techs who delivered the refrigerator went out, they dented our door and had paint on our door and door frame. That was a little disappointing, though TotalProtect had an insurance come out here and they gave us $100 to fix that. Our renewal is in April and we're not so sure if we'll renew or not. We might end up trying something else.

I would give negative if allowed. Home Buyers, stay away from this home warranty home when you see sellers advertise it on their listing! Sellers, have some heart and do not use this company to lure innocent buyers! Their way of operation is to promise everything before you purchase, and deny everything after you pay. There should be a class action filed against this company. Our dryer broke down a few months after we bought our home and we also discovered washer and refrigerator have issues. After paid $100 for a contractor to come and check, and numerous calls to check on status, we're finally told they are not going to cover ANYTHING!

Our first claim was our garbage disposal and we paid the $100.00 "deductible" and they came to fix the disposal, no problem. Then our fridge started making a noise that indicated it's not going to last us much longer. We schedule a guy to come look at it to diagnose the problem. The tech said that we still owed another $100.00 "deductible" but said the warranty wouldnt cover "only a noise" so there was nothing he could do - but I still owed the $100.00 "deductible" because he still "provided a service".

Updated on 03/05/2019: We have an appliance that was broken in November. We made our claim in December and we were sent a letter claiming they were going to send us a claim check to replace the appliance. Here it is, March, and we are still waiting for the check with no resolution in sight. We have contacted HMS over and over with no resolution. Nobody in the call center can help us and they are constantly giving us the runaround. I have emailed them, called them several times, commented on their Facebook page (which they then deleted!) I DO NOT recommend this company! We feel completely scammed by them. They have been lying to us for months and giving us the runaround.

I was a customer of HMS Home Warranty with a prior home, so I knew them and worked with them in a different house. With this new property, the warranty was included in the sale of the condominium. It was a wise decision on the seller’s part because the appliances and the equipment were 10 years old and so, I was concerned about the shelf life on them. The real estate agent told them to purchase on my behalf for the first year, and I inherited it. I continued with them because of their reputation. They were a bigger player and that they would be good in the marketplace.

We've been with TotalProtect for about 10 years now. Submitting a claim used to be great. But it seems like lately, in the past five years, it goes up every year. Our experience in June was horrible. Our air conditioner went out, and TotalProtect sent over a referral APW. Then, they said that they would take care of our appliance care for us. We got a call from the Appliance Care people and they were acting like they knew nothing -- we told them what was going on. And then, APW said we needed a new furnace too.

My son had TotalProtect Home Warranty and he was very happy with them. We’ve also had them since we’ve lived where we’re at now. In November, we filed a claim with them for our furnace. We also had them fix our garbage disposal and our stove. We were happy with all three of those services. All we had to do was to call TotalProtect and get a hold of somebody. Then, they would send an email to a place that works with them, then that place would call us. TotalProtect would give us the place's number just in case we didn't hear from them. But we've always heard from them within three hours. They then set up a time that was convenient for us for them to come out. The techs who came out were very nice, courteous, and friendly.

We have been with Sears Home Services for almost 10 years and recently I think Cross Country Home Services took over it from Sears and unfortunately we are one of the customers who landed with Cross Country Home Services. First of all, their customer service over the phone is soo horrible, they always talk over us. They talk like robots repeating the same lines over and over... Shows very inexperienced. Anyways, I opened a claim with them regarding a very minor issue with my gas cook top- two of the burners were not igniting automatically, I have to use a lighter to turn them on. They randomly assigned some not qualified, inexperienced, non-English speaking appliance repair company to fix my cook top. And these guys customer service was worst than the Cross Country Home Services customer service.

I purchased this HMS Home Warranty 3 years ago. In that time span I have had to contact them 3 times about the same problem. The first time a guy rings the bell- not in uniform and seemingly unfamiliar about what to do with my furnace problem. He poked around for about 5 minutes said that a part was needed and that was the last I heard of him. When I contacted HMS they had no knowledge of the part that was supposedly required. Thankfully the furnace remained on until recently.

I've had the HMS service since December 2013 and their reps have always helped me out. They have good contractors too. The contractors contact me and make sure that they take care of things. HMS had changed contractors, however, because in 2013 when my washer broke down, it was a different company that came out. We suddenly had the problem with the dishwasher for the second time, and the company that was sent out was also very good at getting things done. The contractors call me directly, and if I tell them to call my daughter, they are nice. I'm very satisfied with the service. HMS always takes care of my business when I need them to.

One of my former mortgages said signing up with Cross Country was an option I could do and I had been satisfied so after I refinanced and had a different mortgage, I went back to Cross Country. The reps were very nice and helpful. In fact, they made it easy to set up what I needed. I’ve not had any problems with submitting claims either. I do it online and they send me a notice of who is going to be coming to my house. Then either I contact the company or sometimes they contact me first.

When we have a particular problem and if the rep is someone who is good, he could say that the claim is not covered or then we'd find out if that would be covered or not. The issue comes if a contractor is sent out and we have a problem with our sink, and TotalProtect will say that the sink part is covered but not the faucet part. So I would recommend, whoever is doing the initial call, to actually research to find out if the issue is specifically covered. I called one time for our garage opener and TotalProtect said that it's not covered. I'm like, "I'll call somebody else." I'm okay with that and I don't have to wait at home, paying all deductible to find out it's not covered. To me, the screening process could be better. Sometimes it's good, sometimes it's bad.

Scam company!! Took my deductible and sent 2 companies out who refused to even attempt to fix my refrigerator. I want my money back! Denied my claim saying a light bulb caused a fire in our freezer, which of course is not covered. There is also no evidence of this. We were promised a detail denial letter, which of course never came. We were left without a refrigerator for the holiday season and then had to pay out of pocket for an appliance that was insured. Plus the expense of eating out because we were not able to keep fresh food in the house. Their customer service is rude and impossible to get a hold of.

Our garbage disposal broke on a Sunday morning, causing a steady leak under the sink and a mini flood in the kitchen. We called HMS immediately and were routed through the automated system to file the claim, as they did not give you an option to talk to a claims agent. We booked the earliest appointment for the service provider to come, which was Monday between 8am - 4pm, which was a considerable window to cover. The service provider came around 2pm. He said that the disposal needed to be replaced with a new one (broken seal at the bottom of the disposal). He said that we had a top of the line disposal, and he could only replace it with a builders grade (i.e., "cheap") disposal. His suggestion was to not take the replacement and ask for a buy out.

I have been with TotalProtect Home Warranty for over five years now, and I am satisfied with them. The claims process is fine and I haven’t had any issues at all. I just call them and tell them whatever the problem is. They come to the house and I just pay the $100 deductible. They take care of everything.

My brother had TotalProtect Home Warranty. He had a problem with his refrigerator and the techs came and fixed it. And then, I saw other little minor things that they all fixed and they were all taking over my brother's bills. I thought I needed that for myself so I called and was able to subscribe to TotalProtect. However, my experience with them has been a little less professional than it should be. Sometimes, they call back a little later than I would imagine it would be.

We looked at the positives of having a home warranty, and believe in having insurance coverage for various things that we own. Whenever I submit my claims to HMS, I do it over the phone and found the process to be extremely easy. Their technicians were very professional and complete the work in a timely manner. Their quality of work was excellent. I'm very satisfied with my home warranty with HMS.

I found my own service provider in 1 day and my water heater was replaced that same day. I am also disappointed that i had to pay upfront and then wait to get re-reimbursed from Total Protect. I submitted my paperwork the same day that my water heater was replaced (7 Feb 2019) and Total Protect is telling me it can take up to 4 weeks to receive my reimbursement. This is Not Acceptable! I hope my next claim experience will be much better, if not then i will probably look for another Home Warranty company to switch too.

Having an HMS warranty has been the most frustrating part of home ownership. First I called for a ceiling fan repair. Our plan has a $ 100 copay - great technician. Turned out the fan was dead and they would replace with builder grade fan (no light or remote) even though it would hang from 15 feet and the existing fan has a light and remote. They refused to replace with a comparable item of similar quality. How are you supposed to pull a ceiling fan cord that is 9 feet higher than you? They suggested I buy my own with the needed features and a they would send me a check. They never sent back the electrician to install the fan we ordered. Instead the check they sent was for $ 125 and refused to send the original electrician. We had to hire an electrician to replace the fan pay for the new fan out of pocket. Total cost $300 offset by the $ 25 leftover from check after copay.

I switched from American Home Shield to TotalProtect Home Warranty and I'm satisfied. I could go online or call in to file a claim but I'm old school, as far as messing with the computer and I don’t mess around with it too much. I call my claims in and they’ve been taken care of. Also, when they email, they send a picture of the technician that’s coming out.

We’re well pleased with TotalProtect's services thus far. Most recently, we weren’t able to let the water out of our bathtub and the contractor that they sent for that was superb, very friendly and informative.

Made claim for hot water heater not firing up and a leak in a pipe coming out of the top of the unit. A tech calls me before the visit to confirm the issue. I let him know it was an oil burning water heater. When he arrives he claims that he doesn't know how to work on oil burning water heaters. He fixes the leak, takes the deductible, and tells me that he'll contact HMS for them to send out another tech. He also tells me that I won't have to worry about another deductible. The next tech arrives and fixes the water heater and explained what the issue was in a detailed manner. He also said that I owed a deductible. I am not sure why the first tech came to do a partial job when the second tech could have done the whole job.

On 10-7-18, I contacted HMS to file a claim for a broken ceiling fan. I explained that my ceilings are 15 feet tall. On 10-18-18, after 3 more phone calls, I was advised that HMS had no providers to work on a ceiling fan at that height. They said I would need to wait for an exemption in order to find my own provider. After 5 more phone calls, I received an email giving me authorization to find a provider and instructions on pre-authorization. I located an electrician who came to my house on 1-18-19. He diagnosed the ceiling fan with a bad relay switch.

I’ve been using Cross Country Home Services for about five years now and it has been very good. I’ve had a couple of major problems which they fixed promptly and efficiently. In an emergency though, for example, if my furnace were to go out and it was 0 degrees outside, I couldn’t deal with any contractor except the ones that they recommend. Usually, it takes about a day to get that sorted out from the time I make the claim to an actual service provider showing up. Whereas if I could just pick up the phone and call a furnace company, they would come the same day or within a couple of hours, even if it was that cold out. The delay concerns me because my house would be frozen up by the time a contractor got here. But other than that, when I do get service from Cross Country, it has been excellent and I’m satisfied. They’ve done what they said they would do.

I’ve had HMS Home Warranty for six years and submitting claims with them was not difficult at all. Plus, the technicians that they have sent have been great. There's this one instance though where we were dealing with an HVAC system and it was difficult. The person that I was working with, David, had a lot of contracts going on. But aside from that, the multiple times that we've used HMS, everything has been fantastic. We have the premium package and I don't have any worries about our house being maintained because of HMS.

I’ve been using TotalProtect Home Warranty for about six years and they're very timely with getting things done and it's not a complicated process. We usually have to schedule an appointment with the service provider and that can take about a day but they're prompt, efficient and quality people. Waiting for a part can be a trauma though, but it depends on what the part is. Sometimes, it’s a long process and I have to constantly follow up with the folks to come back out. The worst case has been about 10 days. 10 days without a stove is bad but normally, it would only take about two days. Also, there was one situation where they have to come out for a third time but normally, I don’t have to call them back time after time and I don’t have to pay the deductible again when they come out for the same thing in a short period of time. Overall, I’m satisfied with TotalProtect Home Warranty.

There was an issue with the chimney and I filed a claim for it with TotalProtect Home Warranty. They sent people out who checked into it and got the thing to work.

I've had TotalProtect for several years and I have been very pleased with them. I go online or over the phone whenever I submit a claim, but it is easier for me to do it by phone. They sometimes send different companies and I have always been pleased with them. The work performed for my recent claim in my rental property in New Jersey was good.

I purchased a total protect premium Home Warranty in December. On February, my boiler had a crack and the plumber recommended to change it. They denied my claim because, and I quote, my contract was too recent for them to cover that. Even though my warranty was fully applicable and there were no limitations for it to apply. As I challenged further, they said that there was some rust on the pictures the plumber and I sent and that was an indication of a preexisting condition. Both, my plumber and I mentioned that this was not preexisting and the rust was not even connected to the boiler. Also, I service my furnace every year. Still, they are denying the claim. I already submitted a claim on BBB to follow up.

I placed a claim February 3, 2019, because my refrigerator knocking loudly and was no longer getting cold. This is the third time Total Protection Home Warranty Company has been contacted, whereby each time I’ve lost all food in the freezer and refrigerator $300 to $500. Serviceman came (Jessie, Sears Contractor) who shared with Total Protect that the compressor was no good, poor condition. Total repair stated they would contact me regarding choice to replace refrigerator with a particular one or issue a check of same value. Jessie stated no charge for visit and left. It’s February 12, 2019 and I have not received a call from Total Protection. I noticed bright lights in front of my home, at approximately 8:30PM. I opened my front door and it was UPS coming to my porch. I asked, “Who were the boxes from?” He stated he didn’t know and that he was just delivering packages and left. Two boxes were left that I didn’t order, nor did I approve, nor did anyone from TP contact me about sending me anything. TOTAL DECEPTIVE business practice per Total Protection Home Warranty Company. Cancelling warranty and UPS can pickup what they left and take both boxes back to who ever sent them. Buying a new refrigerator. Old refrigerator not worth repairing.

I’ve had TotalProtect for about four years now and when I call them up, their people are kind and courteous. They also react very quickly. They call the service people at the right time, make the appointments and do everything they’re supposed to do. I had a claim with them where they had a plumber come out, and he was fast and did a good job. We also had a refrigerator claim where somebody came in and did all the problems there. With my latest claim, however, their contractor just doesn’t seem to be able to react or fix the issue with my furnace on a complete basis. The problem started in January when it wouldn’t come on. They cleaned some flame things on the machine and it ran for almost a month, then all of a sudden, it went out a week ago. The contractor came out, looked at it and said that it needed a safety switch. They came back the next day with the safety switch and put it in.

HMS Home Warranty is an awesome company and I have told all of my friends about them. They have an easy claims process but because I’m a busy working mom, I sometimes need to end the call as it has been five minutes. Waiting on the phone takes a long time. But when I complain, they respond right away. The technicians that they send are nice and honest people. Right now, everything is good.

We purchased our new home approximately 8 months ago and were encouraged to purchase a warranty at the same time as the home was older and contained appliances that were out of their warranty period. Our hot water heater/tank started leaking Sunday, 2/10. We contacted HMS on Monday to start a claim and schedule service. Spoke with a representative who provided me with the name and contact info of a servicing partner and stated I would need to call the partner to schedule service. I call the partner who states HMS should be the scheduling party and he would call me back. Several hours later I don't receive a call so I contact HMS to straighten it out. HMS now states that there are no approved service providers in my area (?) and they would need to escalate my concern to a separate authorization department to find an approved service provider. The best part? The turnaround time for this workflow is 24-48 hours!

We placed a claim for our dishwasher 10-29-2018. We paid our $100 and then had to wait until after Thanksgiving for the parts to come in. Once it was repaired it broke AGAIN about 3 weeks later. HMS again has the repair company order parts (even though the repair company said it would be better to replace it). It is now February 12th and my dishwasher has STILL NOT BEEN FIXED. Phone call on Monday they state they will have an answer for us that day. My fiance calls today and once again getting the runaround. They haven't even ordered the parts yet! Are you serious?

If I could give this company negative stars I would. DO NOT BUY THIS HOME WARRANTY. You will waste your money. I had a pipe begin leaking shortly after I moved in, after filing a claim, they decide it was "pre-existing". I even sent them the home inspection report that clearly states all pipes were in working order at time of inspection, and there were no leaks. The leak is visible and would have been seen during inspection IT SHOULD BE COVERED IN MY WARRANTY.

On Saturday morning we woke up to a leaking hot water heater. I called TotalProtect and they referred me to a local plumber. The plumber came out the same day and said we need to replace the hot water heater. He turned it off and said they would possibly come back Monday after they submit the claim. We did not hear back from them until I called them on Monday. They said it would be Tuesday. They didn't come out til Wednesday. They came out and replaced the heater. My main concern is that we paid the 125.00 deductible but had to pay the plumber 645.00. My understanding was that the 125.00 would be the only thing we had to pay. This was very misleading.

We've been in this house since 1996 and we've had TotalProtect almost the whole time so that we wouldn't have to pay out of pocket so much. Things are done so smoothly when we submit a claim. I usually do it on the phone. It's very efficient and fast, and everybody has been friendly. The reps have been very helpful, and our interactions have been perfect. Through the years, we've had issues with our old washing machine and dryer, and the contractors that have come out were able to fix the problem. Just recently, we had somebody out to fix the issues with the ice maker in our refrigerator. The contractors have been wonderful, and the quality of their work is a 100%. All in all, it has been a great experience with TotalProtect. They're reliable and efficient. We're glad we have them and we'll keep them on.

This is the second year I've been using the services of HMS Home Warranty. My experience when submitting claims last year was horrible, but this year has been great. Last year, I almost got scammed. I just bought my house and I had just moved to my home. I have been here for four days and the air conditioning stopped working, and it was summer. I paid HMS for the deductible and they sent a man out here. He told me all the wiring was wrong and he told me that he couldn't fix it. He sent HMS the report and he told me it was gonna be around $1,800. He also told me that the coils were incorrect in the air condition. I didn't wanna accept that, so I got a second opinion on my own. The techs came out and all that needed to be fixed was a coil, and the air conditioning has worked ever since. The only thing that needed to be replaced was one thing and it cost me about $80 on my own.

I recommend HMS Home Warranty. I have been with them close to five years and I get good service whenever I submit a claim to them. Everybody has been good.

We have a lot of appliances and getting a warranty made sense with all the things that could come up. Submitting a claim with TotalProtect has been easy, but my father was debating back and forth on whether or not the warranty is worth it. One time when he called, there was some misunderstanding. They were saying it was pretty high for them to have somebody come out and repair our faucet. They thought it was a waterline but it was just the faucet. So, that was iffy. But other than that, we’ve had good success with TotalProtect and an easy and smooth experience.

I had an emergency situation in which my hot water failed and started flooding out into my house with freezing temperatures outside. Their response time was so slow that I was forced to get a different plumber to come in and fix the problem. By the time they finally got around to me, the work had already been done and they saw this as their out to not cover anything with regards to the hot water heater replacement. Be sure not to get caught in an emergency situation where you need something fixed quickly because they will look for a way to screw you. Buyer beware.

Returned to our home Friday evening after a short trip. The temperature outside was -12, the inside temperature was 36 degrees. My first thought as this is an emergency, is to get the heat on. To prevent the pipes from freezing, and creating a larger problem. I was successful with a temporary repair. I called HMS to report a claim. HMS stated "they had no technician in the area". I explained to HMS that I was a licensed master electrician and had restored the heat, but a permanent mechanical fix was required. THEY DENIED THE CLAIM! Because I did not call them first. After HMS had explained there was no technician they could send out. I questioned HMS: If you could not send anyone, was I to let the pipes freeze? Answer: "We don't know you didn't call us first". I will be contacting the Attorney General office as this policy is contrary to consumer protection.

I have a five year contract with this company, and they still treat customers as if we owe them something! The short version of my current issue with this company ... in November, the company stated a check would be sent to me to cover my washing machine claim. (Side note: the check would not even cover half of the cost of replacing something like the washer I currently had - so I had to get a cheaper washer to even get close to the check covering half). The check was not mailed until Jan 3rd. As of, Feb 11th, no check. I was told I would have to wait 45 days - at that time I could get another check for a $30 Fee!! Or, I could wait 90 days and get another check for no fee. If I wait for the 90 days ... it will be May 2019 before I get a check for a claim that was submitted 10/30/18. I was told that it's not THPs fault the check was lost ... well it isn't mine either ... maybe they should have tracking on their mail!! So, I get punished because the check is lost. I asked where in writing there is notification to the customer about these fees and wait period. I was told that its a "process" so there is nothing in writing for the customer. Sounds like a scam to me! I was also told that there is no one to talk to above the supervisor ... and that she's so knowledgeable in her job that she doesn't have to be evaluated! (I asked who evaluates her as I wanted to speak to someone above her.) I have sent an email to the company in hopes that I will get a response. We will see ... until then, I will continue to post negative reviews about the company. As I said earlier, this is just my most recent issue with the company. Our pool repair man won't even deal with them anymore because he never got paid after repairing our pool! Anyway ... find another warranty company!

Total Protect Home Warranty falsely advertises that they will take the worry and financial burden of expensive Home repairs off you mind by using their TOTAL PROTECT warranty service. "Let Total Protect Home Warranty take the worry out of Home Repairs"......Total B.S. is what they are in reality.

We’ve had HMS for 2 years now and have had good experience with them. I had gas and electrical issues and I completely forgot that I have home insurance. Then, I called somebody through internet, looking in those services, when they came, prior to the SMS. They gave me a $600 quote to fix the thing. Then I realize, "Hey, I have home warranty." And I checked that, and they're like $620 or something, so it was good. I submitted a claim online then a guy showed up to see what the problem is then he came up a couple of days after the parts came in, and he fixed it. He did a good job because it is still working.

We’ve had about four claims with Cross Country and each time was a good experience. This company has got things under control. I normally call to put in a claim and every time, it was very good dealing with the representative. They had great follow-up.

My home was built in 1970 and we bought it three years ago. We put in a new dishwasher, new stove, new washer and dryer and refrigerator. We also bought the top-of-the-line Samsung appliances. Those are very expensive if I was to replace them and if one fails, that’ll be a lot of money to fix. So, having a warranty is very valuable. My experience when I submit a claim to TotalProtect has been very positive. I do it over the phone and I normally have very good experience with their claims rep.

Last summer, I had an issue with my air conditioning and had to go eight days without AC. I was very unhappy with HMS Home Warranty. I believe the people they contract with were overrun and they had a lot of work to do. They ran through their list and those people didn’t have my issue as a priority. However, it was very cold in winter when my heat went out and we managed to get a tech in.

Submitting a claim with TotalProtect is not difficult at all and I do it over the phone. I filed a claim for my dryer and another for some work on my showers and toilet. The technicians who came out here were very pleasant. They fixed one of the showers and the toilet. But they had a problem with the other shower that was leaking. I called the other day, and they said they were having a problem getting something. I haven’t heard anything yet but other than that, everything seems to be fine right now.

I recommend TotalProtect because it helps out in the long run. I usually call them and they're very polite and helpful, and they always make sure they get everything on our claim. Plus, they ask if I have any other problems I'd like to discuss with them, and all seem to go very smooth. The techs are also very polite, and they answer any questions I might have. They seem to be very proficient in their work. They do all the checking and testing that they have to determine what the problem is.

Submitting claims with TotalProtect Home Warranty works out extremely well. The contractors that they’ve sent out have been excellent. They were very prompt, efficient and they really knew what they were doing.

We’ve been using HMS Home Warranty since we got the house and it’s going on the third year now. It was a new house so we had a lot of expenses and HMS made it easy if we had anything major to repair. They took care of it. Every year, we had something that we needed. Sometimes it was very small and sometimes it was bigger but it has paid off.

We recently purchased our home and as part of the closing this home warranty service was included. Our furnace broke and we called to have it serviced. They sent out their authorized service provider who told us that we need a replacement furnace. When we called HMS they said they are researching whether or not the furnace would need to be replaced. That’s ridiculous. The expert in the mechanical service diagnosed it as irreparable. There is no need to research unless they are sending another person out to look at our equipment.

I have total protect for over 8 years. On Tuesday my heating was gone I called in total protect and they set up an appointment. Jdl came and told I need to replace my gas valve due to lack of maintenance. And total protect did not cover. They dint have courtesy to notify me that they denied the claim. When they have price change in monthly payments or my deductible they notify couple of times . Me and my husband tried to reach total protect couple of times on Wednesday and wanted to speak to the manager which they don’t have available on duty still waiting for manager to call back it’s friday. I had to call another company and get my heater fixed they wrote it down in writing that my valve dint go bad due to lack of maintenance but due to wear and tear. I have recommended so many friends and family and been a loyal customer and this is what I get. Don’t get Total protect imagine a company without a manager on duty

I had a issue with the air conditioning unit and TotalProtect made arrangements, then they came out in a few days. The tech explained to me what the problem was. He went outside, looked at the air conditioning unit, came back in a few minutes later and said that it was a capacitor. It was a minor repair and he was done in about a half hour. It was an excellent experience. I had a neighbor who was looking for this type of coverage, and I gave them the flyer I received from TotalProtect.

We bought the house in the middle of July and I used HMS Home Warranty the first time for plumbing, which didn’t help. There was an odor in the master bathroom. The commode is not sealed properly because sometimes it sorta rocks when you get up or down on it. The gentleman looked in and he said it was okay. He said the problem was the vent pipe. I asked him what to do about it. He said it would clear itself out. I let it go and then, my daughter told me that my bathroom still stinks. So, I’ve been using Pine-Sol, I’ve been cleaning it every day and I’ve been checking the floor. There is a small leak because sometimes I can go in there and it’s discolored. I didn’t appreciate that the technician didn’t do anything and I gave him $100 for nothing.

Home warranty is just one of those things you get in case you have a problem. It's a new house and we're new homeowners. Recently, I've done claims submissions with TotalProtect over the phone and I've really not had a problem. I've always been told to call the contractors then they set up a time with me. And I've been satisfied with them.

Updated on 04/04/2019: Work still isn't done 2 months later. HMS is still incredibly difficult to work with. I submitted a previous review and was being helped by Angela. She was very helpful and said everything was covered but that hasn’t been communicated to our local plumbing company and I cannot get in touch with her. Working with this company requires you to take care of EVERYTHING yourself. You have to even set up calls for HMS and the plumbing company to communicate. I am also very disappointed in the local plumbing company HMS has chosen to work with.

Hot water heater leaking 2 days before Thanksgiving. I am currently paying $41.95 monthly and have been with Total Protect more than 10 years. Payment was set up for Total Protect to with-drawl monthly thus, I never receive a bill, write checks or make on-line bank payments. As a result, I forgot I had this service and in a rush to have it replaced before the Thanksgiving holiday, contracted with Lowe's for a new heater and install. I know the policy is that Total Protect is to be called first but under the circumstances I forgot. I have asked to be reimbursed the amount that Total Protect would have paid out had I gone through the proper channels and called them first. However, they have refused to do so and have indicated the sole reason that I didn't call them first. I believe this to very unreasonable. I'm not asking for the amount that I actually paid out but simply the amount that they would have paid the vendor had I contacted them first. Management steadfastly refuses. Can't believe this is the thanks you get after having been a loyal customer for so many years. Will definitely be looking elsewhere for future coverage.

On Monday, January 14, 2019, I contacted Total Protect Warranty for a home repair. We had a leak in our ceiling from the upstairs bathroom. Gennaro’s plumbing was assigned as the service contractor. Gennaro’s plumbing made a service call and submitted their report to your company. After a number of days, I contacted Gennaro’s to determine when they would be returning to perform the work needed. Gennaro’s informed me that Total protect wanted a second opinion and they were no longer assigned to handle our repair. Upon following up with Total Protect, I was advised that Gennaro’s had REFUSED to do the job and consequently, Total Protect was assigning a new plumber to handle our claim (Gennaro's disputes this; they did not refuse the job, they were told that Total Protect wanted a 2nd opinion).

We’ve been with TotalProtect Home Warranty for so long and our experience in submitting a claim has been excellent. They’ve really seemed to stay on top of things. If I call with a problem, I usually get a response right then and there over the phone as to who they’re gonna contact to help me with the problem. Then usually, I get a call from one of the contractors either that same day or the next morning. Their fast service is the main thing. I don’t have to worry about struggling with a broken appliance while we wait for a service person to come.

I have submitted three claims to TotalProtect and the process was very easy and seamless. I did it online and they sent somebody else who got them fixed. The claims reps were very professional, prompt, courteous and I had no problems. TotalProtect has been excellent and I’ve been very pleased. I’ve been a customer for years and there was only one time that the person did not do well. I called, they sent somebody else and it worked fine. TotalProtect took care of it. I tell everybody I can that it was the best decision I made to sign up with them.

I've called people out to have work done. HMS needs to change their automated voice thing when you call. When you look at automated voice things these days, they're amazing. You’d think you're talking to a person and it doesn't sound like an automated voice, but HMS’ is just terrible and it’s really difficult to hear and takes a long time to get through it. When you eventually get through it, they say, "Here, this is your claim number and this is the name and number of the people who are gonna come out to you." Several times, I haven't been able to do it. I haven't been able to write down the number. It's just been so unclear. So, I try to get through and speak to somebody, if I can.

Don't waste your time or money with this company. Complete joke! They "schedule" contractors to come out and "fix" your items, but they never show! Then you try and review your claim or file a new one and your claim shows resolved! I've called on our microwave 5 times. No one will help me. No one calls to reschedule appointments, no one shows up. Their representatives have NO CLUE about anything! Biggest waste of money.

The phone wait times are unfathomable. Be prepared to wait for hours on end. You will never speak to the same person twice. God forbid you have to call back in, the person you speak with WILL HAVE NO KNOWLEDGE of any information you already reported. As a contractor, we are STILL NOT PAID for work done in the Summer of 2018. After calling in several times requesting payment, we were told several invoices were not going to be paid because according to Cross Country "IT WAS NEVER APPROVED FOR THE AMOUNT GIVEN". Clearly, we wouldn't have performed ANY WORK without approval from CCHS - the practices of this company are unethical, dishonest and misleading.

I renewed HMS in December and the process was simple and straightforward. Submitting claims with them has also been a simple process and everybody that I’ve spoken with was very knowledgeable and got everything I needed to do accomplished. Typically, HMS provides me the contact information for the contractor, then I will, in turn, reach out to the contractor. I’m usually in touch with someone within a period of 24 to 48 hours at the most. The contractors have been excellent. So far, my experiences have been really good and I would definitely recommend their services.

Our home warranty has always been under ResidentialMD since we’ve had the house and it is part of Cross Country now. Years ago, under Residential, I was having an issue with my toilet. The guy who came out just walked in the house but didn’t look at the toilets and then he said we needed a new toilet. In that case, they should have allowed a second opinion. Also, sometimes it can take a week to get contractors out depending on what the item is.

We've been with TotalProtect for more than 10 years, and we used it nine times since the time we've had it. They were very prompt and each time, they were very quick about giving us a name of the people coming out to correct an issue. The technicians took care of the problems and did not need to come back on the same problem.

We got HMS Home Warranty with the house as it was the one that the previous homeowner had. I renewed it a couple of years ago and it was a simple process. A couple of years ago, I would call someone in a call center when submitting claims, but now, I do everything on the internet so it is easy. It takes a while for contractors to get in touch with me after I submit the claim, but my experience with them has been good.

Submitting claims to TotalProtect has been very easy. I usually do it online and the technicians they send thereafter have been good. I didn't have any issues with the ones I've had. My issues are taken care of.

Updated on 02/26/2019: I have been reaching out to this company for weeks and nobody has resolved this issue for me. I don’t understand what kind of company would treat their customers like this. We still have not received the correct check and we are still without a refrigerator. It has been almost 3 months. This is getting out of hand.

I have been with Total Protect for years, and in that time only have placed a few claims. I have found them to be inconsistent in what is covered and what is not, however when they make a repair, they do take care of it.

My hot water heater stop working on 2/1/19 I called to place a claim. I am a first time homeowner so I'm in the learning process when it comes to getting things done with my new home. I explained that to the customer service rep. But she was very rude. I placed a claim got 3 companies to reach out to. Finally got in touch with service provider on Saturday 2/2/19. The contractor tried to fix the problem but could not. The hot water heater is over 30 years old. HMS insisted on ordering the part that took a day to find out that the part was old and they don’t have it. So I'm still waiting a new hot water heater. I have a daughter that is sick with a chronic illness and an infant. No hot water. So finally they say, "We are going to order a hot water heater on Tuesday 2/6/19 and expedite it." Today nobody can tell me anything and the contractor doesn’t know a thing. So how long do I have to wait for hot water?

I had a hot water heater break on a Saturday in January. Called HMS and they couldn't get anyone out until Tuesday! Plumber comes out and is completely clueless as to what the issue is. The water heater uses a wall vent with an exhaust fan and he keeps claiming the issue is with the vent, not the 26 year old water heater. He was on the phone with HMS Authorization department for an hour trying different things. Finally, they want me to call my gas company to come test the fan before determining the water heater needs to be replaced. Gas company comes out and checks everything, of course it's all fine. They say "The water heater is bad and needs to be replaced." I call HMS back with this information and I am told the claim was already denied, BEFORE I CALLED BACK WITH THE INFORMATION FROM THE GAS COMPANY THAT HMS REQUESTED!

When you don’t have insurance, you have to pay a lot of money to replace or repair an appliance. So I’d rather have one to protect my appliances. I compared between different warranty companies, and I liked the benefits that TotalProtect was offering at that time. I submit claims with them over the phone. And most of the time, their associates who handle customer service were very good. They listen to me and they go out of their way to help me.

It has taken two months to have a dryer repaired. HMS recommended a terrible vendor who was not responsive, did not order the parts in a timely manner, and has still not resolved the problem. Getting HMS to resolve is a challenge. Supervisors don't call you back in 24-48 hours. Each time you call in, they claim that they are reviewing the notes on the file but the notes are not complete. You have to re-explain over and over again. It should not be this hard.

I really wanted to like this company. I reviewed many companies before recommending this one to a family member when purchasing her first home. She specifically requested HMS. Her furnace went out on the coldest day of the year last week with wind chills at -30. Customer Service dismissed the urgency of the claim saying that she would hear back from the vendor the next day and they would be there within 5 days. She requested a different vendor who could come sooner, and they said they didn't have any others. She lives in a large city so why wouldn't they have other vendors? The vendor did not call and would not return calls. Additional attempts to contact the company remained unanswered. A text was sent on Day 2 without heat stating that a Concierge would be in contact soon. It has been 6 days with a non-functioning furnace in February! I would NEVER recommend this company to anyone.

I've had TotalProtect for about five years and submitting a claim is quite painless other than that sometimes, there is a long wait before they answer. They put you on hold for quite a bit but after that, it goes pretty smoothly. It also seems like they have good technicians. I’m very pleased. The quality of service performed is very good.

The ice machine wasn’t working, so I called HMS Home Warranty. When I called them, their voice message said I can submit the claim online, so I went to the website. I had to register an account, then I submitted the claim, which was simple. I clicked a couple of options with what was wrong in the appliance and was able to pick a date to get it fixed. It was a really easy and simple process. The website interface was also easy and the appointment scheduling was quick. I got an email that they had scheduled an appointment and the tech came out. They were nice, friendly and knowledgeable. It was the easiest claim I've ever submitted. I would recommend HMS Home Warranty.

We bought our house last April and HMS Home Warranty was part of the home buying process. We have been with them for three quarters of a year now and ended up filing three claims during this time. One electrical issue was immediately taken care of. One was our microwave, and it was immediately taken care of as well. They were both really good experiences. The technicians who came out here have been great. The customer service representatives I dealt with have all been very pleasant and very nice.

I’m happy with Cross Country Home Services and I'm very satisfied. Their monthly fee is great and their service is good and they send people out as soon as I call them. It’s pretty reliable. Also, the amount of coverage is good and I haven’t had any problems with any of the techs they've sent out.

We renewed the warranty for the second year and I mentioned to a couple of people that I think it's really a good thing. We had a new water heater put in, which cost us about $150. With the home warranty, you pay your deductible and if they can't fix it, then they'll replace it. Those kinds of things have been very helpful. But when I submit a claim, I usually get an AI and it isn't very helpful. When I first started using it, I would have to repeat myself saying, "Representative." After the third or fourth time, I would be transferred to a representative. But lately, it's been a little better. Now, I usually just have to ask once and I'm transferred. Plus the representatives have always been very pleasant and professional.

TotalProtect's prices were reasonable. When I submit a claim with them, they take care of it right away. There’s no runaround. I usually do it over the phone and the process is simple.

I’ve been with TotalProtect Home Warranty for about 20 years now and at first, the experience was good. Two years went well but after that, it started getting worse. It was really slow as far as repair people coming. It felt like I’m not the priority but maybe second level. It took usually a week and it depended on what it was, to get any service people to come over. During the last year though, my experience has gotten better. Last time, I used the garage people and they were great. The time before that, the plumbing service was terrible. I was told that some of the stuff wasn’t covered and that it would cost more. I had paid for the entire thing, despite the minimum that I was supposed to pay. Also, the plumber just did his own thing and he didn’t fix everything that I had called about.

Updated on 06/03/2024: I've had Cinch for 10 years, and it's been good. The customer service is fine. The co-pay's going up a lot though. Recently, I did a claim online. I had a C-pump work order, and when the company came out, I had to pay extra money for the refill. The guy also had to come back because there was another part that was bad and he fixed that.

Whenever I call claims in to Cross Country Home Services, their reps do a great job. It's a pretty good plan and I have no complaints about it.

I have an app on my phone where I would go on and schedule a service call with TotalProtect. I would receive an email with the details of my submission and the selected service provider. I would then give the service provider a call, and we schedule a time. With all of the contractors that have come out, they’ve been able to give us an immediate answer as to what the issue was, and told us how to fix it, and how soon they could fix it. It’s pretty straightforward. It's been great. They've all been very professional. They seem pretty timely, very polite and helpful.

I first want to compliment the call taker on my call. He was very helpful, personable, and professional. The technician that came to assess the problem also did a good job. My job has not been completed as of yet, there is a need to obtain parts. My dissatisfaction stems in the amount of time it is taking to do the repair. The job was turned over to National Service Alliance, who referred it to a local service company. It has took from Friday morning until Monday afternoon to get someone out to look at the problem.

We got this warranty with the purchase of our home and felt like there was a lot of value to continuing it after the first year. We have been having issues with our dishwasher ever since we purchased the house. The initial issue was that the dishwasher was leaking water all over the floor. We placed a claim and paid the deductible and had it “fixed” or so we thought. From that first call on our dishwasher began to break down with each additional service call we had to make we started off with the ONLY issue being it leaking only to have additional issues like the door wouldn’t latch or close properly, it still leaked, the front cover started falling off, it was off kilter (which contributed to it leaking), etc. The additional issues are clearly from people having to take it apart to repair it.

HMS has been very good in the few times that we've used them. When my wife called in a claim, someone called her back almost immediately. For our lastest claim, my wife called late at night, and then the contractor was here the very next morning.

TotalProtect Home Warranty comes in handy when I need a repair. My experiences submitting claims over the phone have all been good. Their reps are very helpful and most of their techs have been very good. Their warranty is very useful, convenient and inexpensive.

My realtor wanted me to go with HMS Home Warranty. She said that they were more competitive than the other ones. So, I got it when I purchased my home and I need to renew before the end of the month. But, I see that HMS has some changes coming up that look just like the other warranty companies. I usually submit a claim over the phone and my experience has been good. The reps look and see when the person may be available, but I have to call and set the appointment up myself. It also depends on the contractor when they will be able to get in touch with me about coming to my property. When I had a heat pump issue, I was able to get in contact with the contractor right way. It was because he was a small business but a larger company took maybe four days before they got out here. I had to call several times about my water heater before I got in contact with someone. Despite that, the quality of work that the contractors did had been good.

It’s pretty expensive when stuff breaks, so I’d rather get a warranty and pay $125 than $4,000. And TotalProtect seemed to cover more stuff compared to other places. I usually go online to submit a claim with them and their website is pretty simple to navigate. Then the contractor called me that afternoon and he came the next day. It was great dealing with him. Having this warranty is very valuable for me and I’ll tell my friends to check TotalProtect out.

We looked for a home warranty after we bought our first home and the price of the actual contract of Cross Country was the cheapest, and it seemed like it had the most coverage. Also the customer service with the actual warranty company is not bad at all. If things are covered on our warranty, they’ll let us know that. We had one issue with a plumber contractor that they were dealing with that came out. He totally didn’t do the service at all. We had to pay our deductible and had to pay somebody outside of the warranty to come and get it fixed, when all they had to do was screw in a shower heater. They said it wasn’t covered on our warranty, which I found hard to believe.

We’ve been with Total Protect since 2009. In the first 6 years, we had a great experience and fantastic service. They replaced/fixed our water heater, garbage disposal, dishwasher and some miscellaneous other claims. The service was pretty quick and very supportive.

I called HMS Home Warranty for an issue with the furnace. Their reps were all wonderful. But, the automated system was very frustrating. I was freezing at the time and I was hollering at the automated system trying to get somebody just to pick up the damn phone. It took me about five minutes to get past it, but once I did, I was good.

When I first moved into my house 12 years ago, TotalProtect mailed me something. I was in over my head with a new house and I thought a home warranty was a good idea. I went with them and haven’t looked back. Now, they have an online system where I can submit claims, but it used to be that I just called. That option is still available though. Then, they usually assign a contractor and I have to connect with that contractor. Sometimes, they organize the appointment and sometimes, I work with the contractor to organize it instead.

I got HMS through the purchase of the home. My experience submitting claims was pretty easy and simple online. The contractor was able to get in touch with me within 24 hours. They were great and they were quickly able to fix the problem. It was a great experience.

I didn’t have a home warranty, and I refinanced my house. TotalProtect started sending me emails on it, and I thought it was a good idea ‘cause things get expensive. Plus the monthly premium is really cheap. I’ve had one problem which I called in and they set up my appointment, and they were here within a day or two and got my stuff going. The tech was really knowledgeable. I had questions about my heater as I thought it was blowing out cold air, and he explained how the process of a heater works. It’s been working ever since.

Bought my home and it came with on a home warranty for a year. They repeatedly sent out contractors that would take the $100 co-pay and then never return. Some never even sent in a report to the company and they claimed nothing could be done. Complaints were completely ignored. Had to stay on the phone for over an hour each call only to be told there was nothing they could do. I would never recommend this company.

I'm still a little upset with HMS' reps. In the pre-sale inspection of the house, it was found that our dishwasher was leaking. I called HMS Warranty, then they sent somebody out, and he claimed to have fixed it. I paid a $100-deductible to him. Nobody was living in the house and nobody used the dishwasher. Then when the buyers did their final walk-through before closing, they tried the dishwasher, it was still leaking, so the first guy never fixed it.

There was a condition in the house sale that we were going to have a home warranty upon sale. We wound up with HMS Home Warranty. When the heater element in the house had gone out, I called HMS and they sent somebody. I was told that it was a dangerous furnace situation and that we needed to get a new furnace in. The heating and air person came over, I talked to them, and got them to fill the bill. We had to pay 1,000 of the $6,000 bill. I have a two-month-old at the house and they were able to get the furnace put in within the week. They were very punctual and got it done quickly. The heater has been working great since we had it put in. Everybody should make sure they get a home warranty when they purchase a home.

I've been with TotalProtect for several years now and my experience as a whole has been very good. Initially, we had a problem with my microwave that caught fire. When I called TotalProtect regarding it, they told me that they don't cover the problem if it is a fire. While I was a little disappointed with them, I went back and read my policy, and that’s what it said. So, that was my fault.

We’ve had TotalProtect for 10 years and there have been a few things that’s kinda irritating, like taking a little bit of time or not getting an answer when I think I should get it back. One thing that was misleading was when we have two air conditioners and two heaters and the coverage said 5 tons worth of air coverage. It doesn't say one unit. I have a 2 ton and a 3 ton, and they both went out this year. But TotalProtect would only cover one. That was a little frustrating, when I thought that it was covered, and it wasn’t. They said, "You should have an add-on to your policy." I don’t know. Nobody told me. But other than that, nothing major. I’ve been very, very pleased with them. The people I’ve talked with on the phone, like I said, for maybe 95% of the time, have been very courteous and very kind. Most of the time, I get calls back in a reasonable time period and it has been good.

I just purchased a house and the furnace stopped working a couple of weeks after we moved in. The seller bought a home warranty through HMS. I placed a claim. The technician came to check on it and he determined that some parts need to be replaced. After paying the deductible, I was told that the repairs will not be covered because of lack of maintenance. That’s just the technician’s opinion, but no hard evidence that it’s the real cause of the failure. They made me feel like it was my fault. I just bought the house for crying out loud. The warranty was in place supposedly to protect the new homeowner in case something like this happens.

I called due to drain stoppage, toilet not flushing all the way, and another toilet not filling properly anymore. 1st Call Plumbing came out, asked for the $125 deductible before looking at anything. Once inside my home, they took a very quick look and said these are all installation issues, call HMS, and HMS denied my claim. The drain stoppage was actually due to a valve that wore out and a piece of the valve blocked my drain pipe - not an installation issue. The toilet that did not flush properly, needed an adjustment to the float - not an installation issue. The toilet that was not filling properly anymore was not due to water pressure, but a piece of the valve broke and clogged the fill line in the back of the tank. I replaced the valve and it fills fine now.

My water heater sprung a leak on thurs. I called Total Protect and set up a claim. The person I talked to took my info. Her name was Melissa , she was very helpful and set me up with Master Plumbing in Bradenton,fla.I called them and set up an appointment for the next day for an early time. Howard the assigned plumber call around 8:30 and said he would be here in a half hour.He showed up on time and inspected my heater.He called for the approval and it took about 20 minutes.Howard went and got the correct heater and returned and did the install. It took about an hour and then he took the old heater. Howard was very professional and a very nice person.I feel he did a great job and I would highly recommend them to others that need a plumber. I have dealt with a lot of contractors in the past and this was the best experience I have ever had. THANKS TOTAL PROTECT AND MASTER PLUMBING AND HOWARD.

I have had problems with them concerning clogged toilets. They first sent out a plumber who couldn't fix it. Brought some equipment that he plugged into my outside outlet which he broke. Also he was suppose to replace seal on one toilet but still sweeping water. Contacted him. Said he would fix but of course he did not but charged $100 trade fee. HSA sent a septic company out. Thought septic tank was under deck but not sure. Quoted price of $750 to remove 3 boards on deck to access. Called another septic company. They found septic tank in yard but first septic company charged $100 for trade fee also… When you call HSA you usually wait a long time. Have even waited 1 hour & 18 minutes. Different reps tell you different things. They send out people that don't even help but they charge you the $100 anyway. They state things in contract that are covered but then they find a way not to pay. Would not recommend them to anyone.

I have TotalProtect/Cross Country and they approved to replace my HVAC unit by Air Refrigerator Heating & Cooling installed 11/27/16 with job# **. Therefore my unit is only a little over 2 yrs old. My HVAC unit starts making horrible noises however still heating I put in a claim ** on 11/20/18 & my appointment was 01/21/18. It was worked by Assured HVAC company & access I have a bad defrost board.

I had American Shield before and TotalProtect had a cheaper premium, and I liked that. I submitted a claim online. I called and the rep walked me through how to do it. I was told by email that the vendor was gonna come within two days. They should make sure everybody is on the same page as far as when the vendor is gonna show up because it ended up taking five days. But the vendor was very polite, proficient and knowledgeable. Everything has been working fine since and I'm very happy.

The short version: we went over a month without heat while we waited for HMS to replace our boiler. They never did. They said they would and didn't. This company is unreliable and acting in poor faith. A longer explanation: We received our warranty when we closed on our house last year, in case anything went wrong. On December 15, our heat went out. We called the customer service number - and by the way, there are extremely long wait times when you do this. A repair person came out on December 17, but declared that we needed a new boiler. We then spent hours and hours on the phone trying to get HMS to agree to a new boiler which *their own* repair person said was the only fix. We had to ask for supervisors, and get passed around.

A co-worker had good things to say about TotalProtect Home Warranty. I did some research and decided to give it a shot. Submitting claims is fairly easy. I give them a call, then they set me up with their contractors who generally come out fairly quickly. They have been very professional and their work has been of really good quality. I recommend TotalProtect to friends and family.

HMS Home Warranty sent people to paint our house. We have a large house and it's our first big project. At first, we were not pleased with the work, and we told the reps at HMS that the people who were contracted showed me their contract which did not look exactly like my contract, like the things that they were supposed to do. I told the rep that it's not acceptable work and if they had told us that they're not gonna fix the problem, we would have fixed it ourselves. But they ensured that it was part of the work. So they did end up coming back and fixing it, but it took additional time. It was decent, but not quite as good as we thought it would be. They tried to patch things that should've been replaced instead.

Having the HMS warranty is very valuable and we've used it a lot since we moved to this home. When we submitted a claim though, the process was pretty lengthy and we had to go through several companies, but these last two experiences with them were great. It took two days to get a contractor out and the contractors were really good. I also like that HMS has a variety of contractors that we can use and that they're willing to work with us if we have one that we like.

The customer service reps at Cross Country handles my situation very well. The last they sent me was the routine appointments and information numbers. It was pretty basic. I submit claims with them over the phone, which is very easy to do. The coverage plan that I have with them is okay as well. It’s just that I believe when I first started, there was appliance coverage, but then they removed that. Nevertheless, I figured that for the $31 that I’m paying for, the major components of the house is reasonable. Since having Cross Country, there is more peace of mind knowing that the air conditioning, plumbing and electrical are covered. And that’s a good feeling. Go with Cross Country.

I’m very happy with TotalProtect and I stayed with them. Submitting claims with them went really well. When my gas unit went out, I couldn’t see anything wrong with it that I could fix. I called TotalProtect on the phone to submit a claim and the rep was to the point, knowledgeable, and very professional. I was very pleased with the conversation and the outcome. I was told that the technician would be out between 8:00 and 12:00 the next day.

Updated on 02/03/2019: This is in response to the response that TotalProtect gave to my first review. ConsumerAffairs should allow us to respond to a company's response because TotalProtect is very clever in how they respond to these reviews by changing words or flat out lying. I am not saying that they are lying in this case, but the response was 100% inaccurate. In the response, Christine said my claim was being denied because it was not "normal wear and tear". She either did not review my case, or is now making up new reasons, or (I hope not) lying.

I am very dissatisfied with the service (Repair of holding tank. Geothermal heating). All numbers below are negative. I have never been provided with a service tech on any repairs I have needed and your customer service dept needs training in being polite. I question your ability to provide the service in my contract.

I call TotalProtect to file a claim and then a representative sends me an agent. The agent calls me when they're coming out, sets up an appointment and the claim is taken care of. The techs who come are very knowledgeable, courteous and they finish the job. I've been with TotalProtect for five years now and I hope they keep on having a good service.

HMS Home Warranty covered a dishwasher repair service and we were satisfied that it was taken care of. The technician did a great job.

I've always had really good experience with TotalProtect. My last claim was great, and the guy that came out was excellent. He came when he was supposed to, and he was quick. But the claim before that was a little off. It took a while to get it resolved, but it was fine. Overall, everything has been done just fine. I've been well pleased. I'd recommend TotalProtect.

The warranty came with my sister's house payment and she told me who it was. I called them after that and now, I’d tell everybody about HMS. I know people who don’t have any protection at all so I tell everybody about it and give them the number. I do the claims submission over the phone and the people are great. They’re very helpful. They don’t take a lot of time and they get somebody here real soon. I’ve had two claims and the technicians who came out were good. They knew what they were talking about. Keep up the good work, HMS.

We lost half of the electricity in our home. Cross Country didn't have an electrician in the area so they sent us a letter saying to call one and they would reimburse us. The electrician came out twice and couldn't find what was wrong. When we called to get the okay for another electrician, Cross Country said "We're cancelling your policy!" I assume that they decided that this job was going to be too much. After over 3 hours on the phone, They said that the reason they're cancelling is because our 30 year old manufactured home is not covered because it's over 10 years old...

It has been 3+ weeks since the initial service appointment. The contractor ordered the part and it allegedly only arrived on Friday. The contractor is not returning calls or texts. The contractor has failed to show up for scheduled appointments. This has become borderline ridiculous for how bad the customer service is. Awful experience - will be requesting refund or chargeback.

I have been a customer of Total Protect for several years and I hardly ever make a claim. I feel like when I need to place a claim I should receive the best customer service seeing as how they take my money every month. I placed a claim for my fridge over a month ago and I still don't have a fridge. Awful customer service and shoddy contractors. This guy came out and checked the fridge and never turned in a report. Every time I called Total Protect they gave me the run around. They finally sent another contractor after 3 weeks. The new contractor has been so much better. Still don't have a fridge though. Hopefully soon. How do they expect a person to survive without a fridge so long? I am so annoyed. I'm sure my blood pressure is sky high!!

I think HMS Home Warranty (aka Cinch Home Services) is fine if your appliances are fairly new, but my experience has been extremely difficult as my appliances aged over the last 15 years of being covered by HMS. Early in my home ownership, HMS was convenient to have small fixes taken care of easily. Over the last 5 years, my experience has been very bad in that both my hot water heater and AC/Heat needed to be replaced, but HMS kept insisting on fixing the appliances. The hot water heater got all new parts over time, except for the original tank that was left with a rusted bottom that has me worried that it will break open.

I can't begin to explain how disappointed and frustrated I am in this warranty. Furnace went out Thurs night. Called them Fri Morning and they dispatched a service provider. While on site the service provider with help from warranty company decided furnace needed to be replaced as it was putting out 3000 parts per million carbon monoxide which is dangerous.

Had a water heater break on a Friday afternoon right before Christmas 2018. Total Protect contacted a plumber that said they would be able to do the work till next Thur due to the Holiday. (They said if I can find my own plumber to save the receipt and they have a claim center to reimburse.) Of course had guest coming over for the holiday weekend along with being in DC area winter being around 30 degrees, I needed hot water immediately. So I found my own contractor to put in hot water heater same day.

On December 21st I ordered 2 home warranties for two of my duplexes. I made it very clear to the representative each house is a duplex and had two addresses per property. I received 2 warranty booklet contracts in the mail each with the correct duplex addresses on each warranty. Over a month later when trying to file a claim I come to find out HMS will not honor any claims and wants more money claiming that I have a duplex. I explained that they knew that and my contract shows that I have a duplex. Now HMS will not honor this even though they have sent out a legal paid warranty.

On Saturday, our pipe clogged from sink—-draining into tub. We filed a claim online and were immediately set up with a service provider. A call was placed immediately and we were given a service time frame of 8:30-9:30AM Monday AM. The company no showed. We placed a call to the service provider directly to follow up. They admitted they have asked Total Protect to place them on hold as they are inundated with calls. We complained that someone from THEIR company booked the job. The decided to make an exception and would send someone. Uncertain this was legitimate and irritated with TotL Protect my husband called and waited on hold 52 minutes before reaching a representative. He and the agent cancelled the original provider as we were told that had they arrived to perform the service WE would be liable financially as they are on hold. He waited on hold as the representative called around for a new provider. EIGHT days was the first available appointment. Tell me how many of you can go without running water to cook, clean, bathe for eight days (plus three more from the original call date)?????!!!! He ended the call with the rep claiming he would put this in with a supervisor and we would receive a call within 24 hours. Irate I called back. We were moved to emergency status and were told that we would receive a call within 4-24 business hours. At hour 23 I called. Apparently we missed two calls but no message was left. I was on a business call I could not interrrupt and had I not called to follow up??? This rep was rude to boot. She said she would have a supervisor call me. I waited two more hours and called back. Apparently a company was found and a work order placed. I was to call them to arrange an appointment. TELL ME HOW I WAS TO ONIWXTGIS WITH NO RETURN PHONE CALL TO ME TO SHARE TGIS INFORMATION????!!!! I called said company, 2 hours from our home and got their voicemail. Another two hours passed and I called Total Protect back. There was no record of our prior “hunt” down the line of provided so this agent needed to put me on hold again to call available providers. I explained we had been down this road. She spoke with the company two hours away and as I was on with her they called. He outsourced his work to RotoRooter, a local company. RotoRooter was to our house within an hour, done with the job in minutes. As far as the work, it was probably less out of pocket than our deductible with a Total Protect. I will be dropping our plan. I am paying $600 a year for ** service. Awful customer service. I specifically asked to have a supervisor’s contact to follow up and was denied this request. Now I can smear this review around instead. Poor job Total Protect!

We've been dealing with our heater issue since the middle of December. HMS seems like they're very hesitant to try to remediate the situation by doing what needs to be done, and it seems like the system needs to be replaced. They would send the repair people out, and then they would fix one small thing, but then within the next day, the unit would be broken again! First of all, a new motor had to be sent out. That took over a week to get delivered while we were freezing. They repaired the motor on Wednesday, finally, but then Thursday, it went out again, and then Saturday, they came out again and they said, “Now, we need another motor." The brand new motor was broken. I called to follow up with the home repair company and I was told that the part should be in today and then, hopefully, they' would be able to fix the unit again. But then I haven't got a callback today.

I file my claims with TotalProtect through the internet and it's so simple and easy. The reps were also wonderful and professional. The last claim was on the washing machine. The water stayed in there and it wouldn’t drain and wring the clothes out. The contractor came and they fixed it. I’ve always gotten good treatment and good service. They’ve been kind and courteous. I've introduced people to TotalProtect.

I've been with TotalProtect Home Warranty for 10 years now and I would recommend them. I'd call-in whenever I have a claim and they would call me back and tell me who'd be coming. A repair company would then come and do the work. The techs that I've dealt with have been great and if they had to get parts, they came back out.

HMS came with the house and I've had them for a little over a year. I normally make claims over the phone, and the first time I called, it took five minutes. The second time though, it took over an hour. But the local techs are quick and friendly.

This was an awful experience and if I could give less than 1 star I would. It took over 5 phone calls and 3 different plumbing companies to determine what was wrong. The first two companies were absolutely useless and should be removed from your list. Serenity Plumbing was the only one who worked to find out what was wrong and had the ability to try and fix the problems. The first two companies were a waste of my time and money and I'm not happy about it. Your people don't listen when someone calls in with a claim either!

Our water heater broke and needed to be replaced. After the Home Warranty company told our plumber they could only repair parts, after the 2nd visit from the plumber, they finally agreed that it needed to be replaced but, we had to pay an additional fee on top of our deductible for the heater (?) & we only got a new one because our plumber fought for us as we have small children, it's January and he knew it was about to completely die on us. The expansion tank (required by law in a residence) wasn't covered and we had to pay for that out of pocket too.

Very dissatisfied with this company. We placed an order almost two months ago for a microwave. A local company came to our house and said "oh, it's a simply door switch," then never come back and you don´t even care about it. You have an open Service Order for two months and do NOTHING to see what's going on. We are still waiting. We paid $100 fee for a switch that cost $15.

Have been without heat for 15 days now and no real answer to when I will get it. Heat exchanger is under warranty as per HMS but everybody claims back ordered parts. If the part is not available then replace the heater. I can get the part in four days if I pay for it why can't they? The real problem is there is no one to speak with. Claim was done completely thru a computer, I talked only virtually to get claim and service. Then after almost two weeks sent email because phone is only virtual, no real people. Sent an email about claim and it came back saying my WATER was still under warranty and call repair shop so once again this must have been a response from a computer because it made no sense. I am now stuck with no heat for who knows how long and nobody to talk with about what the next step is other just wait for part.

I found HMS years ago through a regular Google search and there was another company that I had looked at, but for the price point and offering of services, HMS was a better fit for us. I appreciate the 100 bucks to get something fixed. It's also within the warranty regardless of how many times it takes for that problem to be resolved and handled. I've had to use their services at least four times since having them, and every time, I've always been very pleased with the contractors that they've sent out.

I was looking for something to replace our previous home warranty on Google and very few companies covered California. TotalProtect covered septic which was the main thing that we were looking for so I chose them. When submitting a claim, it takes a long time to get somebody on the line but otherwise, the experience was okay. Once the rep has pulled up the account and has gone through everything, the interaction has been good. However, there was a lot of conflicting information about my account initially. I asked about a washer which was not covered and then all of a sudden, it was. Finally, after four calls, I got that cleared up. That was kind of negative though. There was no way to know what was covered. I've asked multiple times to have a hard copy of the contract sent. It was always promised that I would get it, but it never came. I only did a few claims but everything has been fine with quality of work so far. The technicians were good.

I've had a good experience when submitting a claim with TotalProtect. The only thing is that their deductible is so high. I used to have them at $25, it's now $75. But their customer service is great. Their reps are knowledgeable. They also take their time and do all they can to help me. I’m an upbeat person, and the contractors and I usually talk about the Lord. So, I built a good relationship with them.

It has been relatively easy to submit a claim with HMS. But I also had an experience that was a little bit more frustrating. We were out of town on vacation when I called for a service tech but they said they wouldn’t be able to get somebody out there for two days. By then, our house and all of our pipes would have been frozen. We live in Minnesota where it's colder and I have two small children, a one-year-old and a two-year-old. They called for a manager that I could talk to at the time then hey said they would call back. I still haven’t gotten a phone call back though. But that same day, I got a text message saying that there was some error. I had somebody come out that moment. So it all worked out fine in the end. It was just a little frustrating that there was nobody that HMS could give in an emergency. I don’t think that the HMS system or the people taking the calls have up-to-date information either. I also don’t think the companies actually have appointments available the same day. But overall, I'm satisfied with HMS.

Several repair companies tried to fix the icemaker, which we'd had trouble with since moving in. It finally came to the point that a new refrigerator was the only solution. This happened because first Brandon ** and the Wayne ** took ownership of my problem and solved it. Wayne worked with me every step of the way as he arranged for a new Whirlpool refrigerator. His assistance renewed my faith in HMS so much that I renewed my home warranty. My highest rating and commendations go out to him. I hope HMS recognizes his efforts on my behalf.

I first called in a heat pump claim in November 2018. The first service provider came out on 11/21. Then it was reassigned, without my knowledge to a new provider who came out on 12/17. I have called HMS no less than 10 times to follow up and it still isn't fixed.

Over the course of five months, HMS sent multiple repairmen to work on our malfunctioning Sub-Zero refrigerator. It soon became clear that none of the companies under contract to HMS had the experience necessary to complete the repair. We ended up having to pay $1500 to a different company to perform the repair, and we received no reimbursement from HMS. I would recommend looking for a different home warranty company.