Cinch Home Services Reviews

TotalProtect does a fine job. You just give them a call and they get you hooked up with somebody and you roll. You don't have to worry about it. Their reps are completely professional. In the past couple of times that I've had to use TotalProtect, one technician opted out at some point and then another guy stepped in and signed up with the program. But the technicians have all been great.

I am not happy as a customer with your company, I am looking to switch companies as we speak and NO I would never recommend anyone to this company. The customer is terrible and your contractors are the worst.

I'm fed up with HMS Home Warranty. After two and a half months I'm actually in a worse situation than I was when I filed my claim. At this point it is clear to me that the combination of HMS and its service providers are either incompetent or they simply do not act in good faith to provide the services they claim within a reasonable period of time. Below is a detailed timeline of what has occurred, if you don’t want to read through all of it here is the summary. We have a 25 year old heat pump that’s backed up by a gas furnace. I filed a claim because the heat pump stopped working. HMS has sent incompetent service providers who pushed to make minor fixes that they didn’t know would actually correct the issue.

Took forever to get repair person to the house. Water heater busted, so I couldn’t live without hot water, I repaired it with a company due to HMS not helping. Then HMS wouldn’t cover the repair cost. Would you live with no hot water for a month? This company is a total fraud. DO NOT buy this insurance.

When we moved over to Table Rock Lake, our oldest son told us about HMS Home Warranty. We reached out to them and got signed up. Their customer service reps are courteous and punctual. And I've been very satisfied with the folks that they have sent out. They have a very good work ethic and they don't mess around. We had some plumbing work done and the people who came out were really friendly.

Out of the three times I’ve submitted claims to TotalProtect Home Warranty, two times had been wonderful and one was a little bit of a problem. The issue was trying to get somebody to come out. Just like this last time, the person had to come all the way from Denver to down south in Colorado. Other than that, everything has been very good with submitting claims online and with the techs they've sent out.

When I purchased the house 13 years ago, I heard about HMS Home Warranty. They've been easy to use and responsive to whatever needs or concerns we've had, so we stayed with them all this time. Submitting a claim with them has been relatively easy. They've evolved to a more online platform where you can choose from the drop-down box and they usually follow up with you if you need assistance in selecting a service contractor. Our dealings with the last technician that came out to our home were pretty good and I haven't had a negative interaction with any of the technicians that we've had. The work is usually done in one visit. I can only remember one instance where the technicians needed to order a part and so they had to come back. Overall, I'm satisfied with HMS so I keep renewing with them.

I do not currently have access to previous orders. We have had warranty work on air conditioning parts and a garage door opener. We have had other repairmen come to our home to evaluate a variety of appliances. In all cases, HMS was very helpful and responded quickly to the problem, whatever it may have been. I have been very satisfied with HMS as our home warranty provider. Easy to contact, easy to work with, and easy to talk to!

I called HMS to have my hot water heater checked as it has started leaking and the water lines are getting hot. I expect the line coming out of the tank to feel warm as the water is being heated up. The water line going into the tank however should not be getting hot. The customer service person I first spoke with was really great, caring and compassionate. The plumber came by today and said we needed a new water heater. He tried to sell us his own type of homeowner's warranty and kept telling us how bad his experiences with HMS have been. He even showed me an email supposedly from HMS showing we had a deductible of $1100. We only have a $100 deductible.

I purchased a home warranty from HMS in April 2017 when I bought my home. This is the first time that I’ve ever needed to use my home warranty. I came home to an emergency situation with a busted pipe and multiple inches of standing water. As a result of the situation I had to turn off the water. I called HMS and received terrible customer service from the start. 20 minute hold times and representatives that barely knew how to help me. They promised me a plumber same day and then told me I would need to follow up with the plumber to get a specific time. Upon calling the plumber, they said HMS didn’t even bother to check with them and they wouldn’t be available until next week.

First call resulted in a 10 day delay before repairs initiated. First repair service referred to missed appointment and attempted twice to collect deductible before making the visit. When repair occurred, the repair failed. Now over 10 days wait for subsequent visit. This is nearly a month with a broken refrigerator. Refrigerator still broken and no confirmed appointment for repair. Unsatisfactory performance in every regard.

I called initially on January 22, 2019 at 6:30 AM. Spoke with a young lady who said she would have the Service Company call me ASAP. By 9:30 I received no call so called again for update and the order was never placed. The order was placed at that time and the young man gave me DYNOMIKE as the Vendor, called there and left message. Dynomike arrived at app. 1:00pm, and determined that the furnace was Shot. He said he would turn the report in that afternoon and as of 1/24/2019 I have heard absolutely nothing. He made some adjustments so I could have heat, but it is not working correctly yet. Hopefully someone calls me today. I am a Weichert Realtor and this is not the first bad experience I have had. Hopefully this gets rectified quickly. The only service I am extremely happy with is the Serviceman from DYNOMIKE. He returned my call within 10 minutes, gave me a time he would be at my house and he was.

My dishwasher was never fixed. I called Home Warranty twice. A person came out to see the dishwasher, and they said they were going to order the part. One of the workers scratched my wood floor when moving the dishwasher. When I called these two businesses, I would not be able to reach them. The number was either incorrect or disconnected. Needless to say, my dishwasher has not been fixed. I may choose not use Home Warranty again due to the service I've received.

I purchased a house and the seller had a warranty through HMS. When my year expired, I decided to keep it up for another year. Submitting a claim is painless. I call the number in the warranty book and it's all automated. Then, they get in touch with the provider in my area and I touch base with the provider. The provider comes at agreed upon time to do the work.

My heating unit went out during one of the coldest weeks this year. HMS great customer service found the right company to restore the heat to my home quickly. They contacted me daily to ensure I was getting the problem resolved. Thank you HMS for the quick turnaround and excellent customer service skills.

Excellent customer service. Quick response. Excellent service from contractor. I will use him again. Comfortable knowing I have coverage. Good price. Easy payment plan. Easy access to services. I have had this coverage for 8 years. All service contractors have done an excellent job.

It's easy to submit a claim with HMS Home Warranty. Once, I had a claim and the company that was supposed to call me hasn't called in a week or so. I called HMS and they ended up setting a different contracting company to come out. That company came out in a day.

We have been using Cross Country for four years now and our experience with them was wonderful. The large cost of possible things going wrong with having a home, and knowing that the costs are covered has them kept out. The first time I called their customer service, everybody was fine. The second time I called, the girl was extremely helpful and nice. Our heater went during one of the coldest days of the year so we couldn't find someone to come in a reasonable amount of time. A couple of their contractors were two days out so that was difficult. The girl got on the phone with me and was on the phone with someone else trying to get different people to come sooner so that worked out very well. We got someone out the next day and within two days, our heater was fixed. Everything went well. We've been happy with the services that have been provided so far and the coverage that we have.

I needed to control my expenses for maintenance on the house and tighten in to a budget. I had the home warranties when homes were built, but as far as extended home warranty on appliances and things like that, TotalProtect is the first one we got. Submitting claims has been very good. Most of the time, it’s easier to do it over the phone. It seems as though I get a quicker response if I do it that way because they’ll set me up right away for an appointment. The reps are very nice and I've had good interactions with them.

After hearing a recommendation for Total Protect from our credit union, I put a warranty on our appliances. Thus far, when we have to submit a claim, we've gotten it taken care of. I've worked with my daughter-in-law's son's policy too which I set up for them. Though their experiences have been satisfactory at times, other times, they've been very good.

Mastri Appliance did not return my calls to confirm appointment until late in the day that they are supposed to come. They came and I was told that the unit was not repairable. I called HMS and was told that HMS Warranty will not cover me unless the 'approval' team approves it and it will take a minimum of 2 days with no upper limit. There was no way for me to contact the 'approval' team. I do not think that this is the way to handle a warranty call. I have no choice but to give this a 2 star.

Horrible. I have had a technician out three times since November 23rd 2018. I still dont have a working fridge. Because you are too cheap and horrible with shipping parts. I could write a book about how bad your company is. Horrible. Just horrible. I am actually considering taking legal action against you.

There is nothing like having peace of mind about your major appliances and HMS provides just that. I have had to call 3 times in 4 years and each and every time I received stellar customer service from HMS and the service provider.

No heat as cold front was approaching. Service reps unable to find anyone to fix problem w/o a 6 day wait. The alternative had a disconnected phone. After tiring of fighting the system I called someone on my own and got service in less than 24 hours. Cost me almost $500 out of pocket which HMS refused to reimburse. Will definitely not renew my policy when it expires.

I had two policies with HMS, one for my home and one for my rental property. Let me emphasize to anyone who doesn't have a HMS provider in your area or if HMS doesn't like the price their provider quoted so they (HMS) makes you use an out-of-network provider - DON'T DO IT!!! I did and the reimbursement they gave me on a replacement furnace and air conditioner was only $1100 when the cost to me was over $4K. I have since cancelled one of my policies and will cancel the other at renewal.

Spring broke and car was inside garage. Could not open manually. Called HMS and they assigned a repair company in an automated fashion. I called them and they were there in 2 hours and repaired. Unfortunately springs are not covered by HMS so I paid the shot.

We have been so pleased with HMS Warranty. We haven't had a bad experience, yet. In fact, we have used some of the contractors they provided for our warranty for some additional work that is not warranty related. I fully recommend HMS.

Excellent result for replacing the heater and our reimbursement check should be arriving soon. Very efficient customer service and authorization!! We were pleased with how quickly we were informed that the service vendor was authorized to make the replacement rather than do an expensive repair based on the comprehensive proposal submitted by the service vendor.

I have had this insurance since September and I have filed three separate claims and nothing has been fixed. The companies they work with are dreadful and when you try to speak to anyone you wait in hold for hours on end and if you finally you get through they hang up on you.I have wasted my money with this company and I am ready to cancel my contract and get all my money back. This company is cheat.

We saw our flooring lifting and went to investigate. We found our water heater leaking with rusty water and filling up a under pan. Immediately called our Cross Country home warranty company and according to the customer rep, our call was considered an emergency. The next day a local plumber came to check the job and take pictures. Then he called back and told us the Cross Country warranty company wouldn’t pay the $58 difference for the repair and would ship him a water heater.

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We called TotalProtect for a claim and dealt with their courteous and efficient reps. They immediately sent somebody when we scheduled to send someone over to our house. I wasn’t too impressed with their contractor. He didn’t really seem to know what he was doing. But the second contractor was right on top of it and got the job done. We paid a $100 deductible, which was given to the first contractor, and I'm guessing that TotalProtect paid the second contractor that $100 deductible. The second contractor didn’t collect a dime.

I have been without my heat working since 12-29-2018 and this is the date we placed our call. Today is 1/22/19 and we still do not have our heat fixed. They sent out an initial contractor in which we paid the deductible to. He said he needed to order a part which was the igniter. He left and never came back. Cross Country could not get in contact with the provider so they sent a second company out. This time the guy placed the igniter but said that the Flame sensor needs to be replaced because he tried to clean it and it still didn’t work so he’ll have to order the part. This took almost 2 weeks. Next a guy shows up from the same company (Top HVAC) & goes up to my attic and literally came back down in 5 minutes and said, "Ok I’ve placed your part and it’s working now," and left. I go to turn my heating unit on and there is nothing! No blowing, no heat, & not a sound.

HMS has improved their customer service in the past year and is far more responsive and available than they were in 2017. I'm quite pleased with their service and decided to continue my subscription to their product for another year.

My wife and I are Realtors and we sell HMS' policies. Every buyer and every seller gets the opportunity to purchase a warranty. So, we've had one ourselves for quite a few years. One time, we called in a repair on our washing machine and we were given the name of a company to call. We did and they said they only get to our area like two days a week, so we picked a day. He came and didn't have the part. He said he had to order it and that he wouldn't order it until Friday. He said HMS controls that so he didn't know when they were gonna get the part and that he would let me know. About a week went by and I called and I couldn't get them. Another couple of days went, so I escalated to our salesperson, Ron, but he was on vacation. I got a person that was working for him and she said she would look into it. Before we knew it, five weeks went by and we still didn't have the part for the washing machine.

We had a little trouble with the furnace last year. It was old and HMS Home Warranty needed to replace it. The reps came here and didn’t know what they were doing. They tried to fix it as well as find the part but they couldn’t. They kept putting it off and couldn’t decide what they wanted to do. We were out of heat for a while so, we had to use an electric heater for three months. We were kinda peeved about it. Then, once HMS has replaced the furnace, the duct work was all bent up and it looked like a bunch of kids put it in. It’s still messed-up looking. We told HMS about it and it was like it goes in one ear and goes out the other. Except for a couple of services we had last year, the quality of work has been good recently.

I'm very happy with TotalProtect. I've had them for seven years now, and so far, I had no problems with them. The only thing is if something goes wrong and I call them and they send somebody here, by the time somebody gets here, which could be days later or the next day, the problem doesn't show up until the person leaves, and I have to call again, and they wanna charge me again. I had a problem with my air-conditioner and once the condenser went off after a while, it would come back on just about time for the repairman to get here. So, they couldn't do anything because it was working. And the third time it went out, the repairman got here before it came back on, so it was repaired.

I sold a home warranty program at one time in the mortgage marketplace so I was very familiar with Cross Country. Also, I knew the people in Fort Lauderdale so I selected it. Calvin, the customer service rep, did an excellent job. He stayed in touch with me and with Sears and the follow-up was very efficient and good. The home warranty now covers an upstairs and downstairs heating and cooling unit. I can alternate the plan between years but it doesn't cover both so I will change that. Other than that, having Cross Country is good for my wife. I travel some and she can call their 800 number to have someone come and take care of it if something breaks.

I submitted my first claim 12/11/2018. I am still trying to get the service that they promised me. All I get is the runaround and told the same thing over and over and nothing is being done to correct my problem. The technician that I was assigned to complete my claim is unprofessional! I will be so glad when my contract is up so I can give another home warranty company my money. TotalProtect do not deserve it. I’m so disappointed that I asked to cancel my contract to be told yes we will cancel you but you have to pay for the hot water heater you recirved . Not to mentioned I paid them $340. ????

When it comes to paying a claim they will only pay what they think is a fair price, not what it took to do the job, and you have to be out the money before they pay, and they don't care what you paid, only what they're willing to pay. I had a HVAC unit go out, the lowest bid was $4,937.84. They sent me a check for $1,894.93 after I called telling them it had been 8 weeks with no response. Don't walk away. RUN! Away from this company.

I called many times to report a situation in our property, the customer service hang up the phone on my on purpose more than one, they promise to call and never did it, they did not find an emergency company to fix the problem. I decided to call companies by myself and provide them to the customer service. Request to talk with a manager and they refuse to do it, horrible customer service, I need to find another home insurance.

I have Total Protect at three other properties and they are great. However after getting the service at my new home they have denied every claim for ridiculous reasons. After the third time I realized that things were not equal. My assumption is that either my house or zipcode is not going to get any successful claims. I've given up, but, have them still at two other properties.

Contractor ‘ghosted’ me. HMS customer service was impossible to contact. They said they would send him a private message. A week later and no response from anyone. No calls, texts, emails... nothing. HMS customer service is more like customer diversion and time wasters until it’s not worth it to try to use their very limited services that may not be available.

I filed a claim for my broken refrigerator on 12/28/2019. They scheduled a service guy to come out 12/31. I got a call saying he was 1 hour away 3 times before they called at 6pm on New Year's Eve saying they would not be making it to my house. They reschedule me out a week later on 1/8. The guy reviews the situation, orders parts, and reschedules me out 1/2. On this day a person comes and spends 5 hours at my house, as he leaves he tells me there’s a high chance it won’t kick on and to call back within 24 hours when this happens. It is now 24 hours later, my fridge is more broken than it was originally, and I have missed two days of work for no results.

I never got paid a penny for the pool pump getting replace. You didn't have a service contract with anyone in my area and I had to use the pool company that services my pool and they don't deal with insurance paper work. I sent all the information I could along with pictures and I got nothing but the run around. You suck!

Submitting claims to HMS has been simple. Though their website is okay, when I'm trying to call for a specific question, their system automatically routes me to the technician who was assigned to the repair. Sometimes, I want to speak to somebody at HMS and I'm not given that option. Also, I have claims that aren't finished. Their contractor came out to inspect my microwave and found that one of the touch control panels was bad. They were recommended by HMS to replace the control panel before giving a replacement option. They did that but it did not fix the microwave.

HMS has been great. Their reps have been wonderful, really helpful and really supportive. We’ve had a problem with our heat three times in the last year, and they’ve helped us out. It’s been much cheaper than had we not had it. We filed a claim in December for an electrical issue and it took three different people to come out to figure out what it was, and HMS was very helpful. We had someone come out and they said an electrician needs to come out. The electrician came out but he said it wasn’t an electrical problem.

My experience submitting a claim to TotalProtect has been good. Right now, I’m waiting for them to pay the plumber who did the work for me. When I called this week, the contractors had not received their payments. TotalProtect should contact their service provider and do it a little quicker than they sometimes do. But in past experiences, I’ve had good things done and felt good about the service. Their reps have been good too. They were receptive and took my order and needs immediately. They also referred me to the right people and told me exactly what to do. The contractors have been good as well. I have recommended TotalProtect to some other people.

We've had TotalProtect for a long time and always had very good luck with them. We've had different things, like plumbing and air conditioning issues, and the company has always been right on the ball. We would usually call for a claim and if they don’t have something right away, they would have someone call us. They would tell us what services are available in our area and we could either call the contractor or TotalProtect would have them call us. Some of their contractors have been really good. The air conditioning guy is wonderful and the guy that we just had to do the water heater was excellent. We just got a new water heater this year and things worked out very well. The only problem that I ever had with TotalProtect was the ice machine on the refrigerator, which they don’t cover. The deductible also goes up a little bit every year, but we would definitely recommend them.

We bought our house with very old appliances. The washer went out called the service person came out and stated to me that it was unfixable. HMS called and offered us a new washer they would send to us and pay for. Around 750.00 and it wonderful. I love my new washing machine and they were very professional and helpful. All we had to pay was 100.00 deductible and they replaced the washer and had a service person come out. Very happy and we kept the service for 1 more year we would be with out every again. Totally worth the money!!! No worries which is the best. Yes I have referred HMS to friends and family.

I would highly suggest you move on rather than entertain the thought of buying this warranty plan. My heater went out in 12 degree weather, so I called for service. I was told it would take up to 72 hours for them to assign the claim out. Keep in mind this was in Nebraska. No state of emergencies were issued for our state. It was just a normal call for service. When I explained my problem and how I was worried about broken pipes they said they would have a supervisor call me within again 72 hours. (FYI you can never talk to a supervisor, it’s always they will call you.)

I contacted Sears to a disrespectful and rude customer service person. They have reschedule my appointment and told me the wrong day they were coming to fix the dryer. My dryer is still not fix and I cannot schedule an appointment 'cause it is too far out for their system.

There are several issues we’ve experienced. 1. We were under the impression that if your item could not be fixed they’ll replace it. The fine print is that some parts/labor aren’t covered and you’ll get a huge bill for what isn’t covered. 2. The other option would be to get the buyout. That option usually does not cover the cost to replace the item. It definitely doesn’t cover labor. 3. Should you decide to follow their directions to measure your space and determine their replacement will not fit, they will NOT attempt to find a replacement that fits. Additionally, we found a cheaper replacement on their site that could fit and they told us they could not send it to their research department. By the way, during that call, it was noted that no one took measurements to begin with so we have no idea on how they decided that item was the best recommendation.

Our icemaker broke and from July 2018 through December 2018 we had 3 replacements of the unit, and MANY visits in between from your providers. They never fixed it and gave us the runaround. We could not take off of work anymore to stay home for another visit and we gave up on the repair.

Submitting a claim with TotalProtect has been quick and easy. I usually do it over the phone and it usually get resolved and addressed quickly. Moreover, their claims reps are very professional, courteous and understanding. In the three years I've been with the company, two days has been my longest wait for a contractor. When they get here, they let us know what they found and if they have to order a part. They also let us know what the turnaround is.

I've been with TotalProtect since 2016 and my parents used them a while back. Submitting a claim is easy. I normally call in because I do have two properties with two different home warranty claims, and it seems to get confusing if I try to do it online. It does take me a little bit while to get to an actual person instead of the computer, but the customer service is great. The technicians have been well, so far, too. But I had one complaint. We were trying to get an electrician out here, and there were two different times that they gave us an electrician’s number to get in contact with. When I talked to both electricians, they said they no longer worked with the company. So it did take me almost one month to get someone out here. But TotalProtect does cover a lot so I refer them to a lot of people.

The Realtor bought HMS when I bought my house. The people I talk to when I submit claims seem to resolve everything right away and they do great follow-up work. The only problem I had was I had an issue with one of the services they gave me and there’s no way to get a hold of them once you file a claim. Everything is pre-recorded when you call them. And so, what I had to do to get a hold of them, I had to file in a different account. Then finally, I got ahold of a real person to resolve the issue that I had. Other than that, the techs have been very good. I’ve never had an issue before and I was happy with the quick results. I would tell others to use HMS.

Filing claims with HMS has been easy. I’m able to go online to make the request or make a phone call. They usually respond in a timely manner with the local businesses to contact and they contact the business. When the businesses in agreement with HMS come here, they are fully aware of what my deductible is. They fix the problem and they’re on their way. We had one technician who we weren't really happy about, but we discussed it with HMS. They have a mechanism in place for us to give input for that. Overall, our experience with HMS has been very good.

Our furnace went out on a Wednesday evening. Got a hold of HMS on Thursday morning. Service scheduled for Friday morning. I call to see if I can find another provider that can get there earlier. I was told no. I ask about a hotel coverage, I was told yes but not until after the approval is submitted. I explain that I live in Ohio and that we are about to get hit with a snowstorm followed by single digit temps. We have two children 3 and 1 and I was worried about their saftey. I was told that HMS is just following the contract. The provider comes Friday and tells us that he will submit the info to NBN HMS and they will be in touch. I call to see if I can get the ball rolling. I am told approval can take 24 to 48 hours. I again tell them about the weather and they don't care.

Please look somewhere else when using this company. The communication is poor, the accountability for mistakes is poor, and without looking at the small print you will pay even more than you expect. This past week, my furnace went out and I called and made a claim. I was immediately connected to an HVAC company without talking to a real person, everything was automated. I set a date for the repair guys to come out and then I waited. Within two days the repairs were done. Do not get me wrong. The repair guys were very knowledgeable and helpful but throughout this whole situation, I have not talked to HMS ONCE! I was not contacted for a consult, a summary, or any details to what is covered and what isn't covered in this situation.

The first time I tried to use HMS Home Warranty was for a garage door opener and they failed to find anybody who could do it. They kept telling me to try to locate somebody who could do a third-party payment but nobody was doing it. I ended up doing it myself. However, the one time that somebody actually did come out and take care of an issue, it was great. He was in and out. Plus, the customer service has been fine. I would recommend them.

I'm a single person, and I wanted my property to be covered so that in case something happens, I don't have to look around and call people. I've been with TotalProtect Home Warranty for so long now and they have been very reliable. I like the way they conduct their business and at one point, the other ones weren't comparable to them. Submitting claims with them has been very simple and it has always been very pleasant to deal with them. A contractor would be dispatched to my property within a couple of days most of the time and I've had very good interactions with them. TotalProtect is a good company to deal with and I've referred people to them.

I’ve been paying Residential MD since 2007 and I've had around four claims with them. I have other rental properties and they are a good company. One time, I had a main water break and it wasn’t covered. I was a little disappointed because I thought it was, but they came out twice for my electrical, once for my heating, and the fourth one is the garage door. Residential MD Gold did well with my heat. I also have an open and active claim for my garage door with them and they contracted Sears to come out for my garage door.

I received one message after my review of the company and was told that someone named Austin would call me. As to date, Austin has not called me. I did receive an email stating that my washing machine would be replaced or I could get a check for the replaceable value. I chose to receive the check. I was not given a timeframe of when I would receive the check so, I called customer service to see if I could get an approximate date. I was informed by the customer service rep that I had to turn in my old washing machine let it be evaluated before they would cut the check. At this point, my claim has been open for a washing machine since December 15. I have in my home an elderly parent and a sister with special needs. No one seems to care about what I need. They only seem to care about if the premium is being paid monthly.

We purchased HMS warranty on Nov. 26th, 2018. We went on a vacation at the end of December, 2018, and when we came back we noticed our refrigerator was not working properly and was not staying cold. We had to throw out a significant amount of food therefore we made a claim on January 3rd, 2019, to HMS Warranty to fix the refrigerator. The technician came out to diagnose the problem and they found it needed a new compressor. Once HMS Warranty found this out they first said they would are denying the claim and said it was a "Pre-existing Condition".

We have TotalProtect for our house in Fayetteville, North Carolina and in our property up here in Northern Virginia where we live at now. We have them for about six years now and when we filed claims, they went pretty smoothly. But for the one that we recently had, we got screwed over. We had an expansion tank that needed to be replaced and when I put the claim in online, their website didn’t give me an option to say what was wrong. So, I just put in electric water heater because that was what it was. Then, I had to call TotalProtect back because the company that they assigned never responded to any of my phone calls and my voicemails. I also told them exactly what was wrong.

My experience lately with TotalProtect has been outstanding. The technicians, especially the ones that came out yesterday, were very good. They were friendly, courteous, and on time. They did the job great. It was the second time they came to my house for servicing and I love them. I’m very satisfied. But I had a couple of glitches a while back where I lost money. A couple of years back, I was given some companies to call and when I called, the companies never got back with me. It was an emergency to me, so I had to do what I had to do. I thought I was gonna get reimbursed, being that I received a company that didn’t respond, but I didn’t. Other than that, I haven't had problems at all.

My realtor told me that through all their transactions, HMS Home Warranty is what they say they are. I was also told that HMS was very transparent and that the company does a great job with its vendors. The home warranty they offered was a great package so I acquired one. I've had to file a couple of claims thus far and it has been very easy. They have a modern website and it works really well. Within 24 hours, they've been able to schedule technicians to come out. When they come in, they tell me what they found and inform me what they're going to do. The quality of work has been invaluable and the follow-through has been so nice, even the follow-up text message to confirm that I have my problem resolved.

I had placed a service call 12/27/2018 and the person came out to see what was needed and so apparently he went back to his office and placed the work order as to what was needed and I am still waiting on my furnace to be fixed. I am not happy because now since it has taken so long other things are happening to my furnace. I have called several times and I am always told it is in review and then they say they escalated the case and everytime I call back there is no record of anything being escalated. I asked for the phone number to contact to file a complaint against the Total Protect Home Warranty and the number they gave to me was for Sears Warranty which I don't have and they transferred me and they state they have no company under that name that they work with. I am not sure what is going on but once this furnace is fixed I am changing companies. I have been paying them monthly for over 20 years you would think they would want to keep customers. Not happy at all with this whole process. All I get is the runaround and my furnace not being fixed.

Since being with Cross Country Home Services, I call them when I have a claim. Most of the time, I have someone come out within a day or two.

I’ve had HMS for over five years now and I’ve had a lot of experiences with them. They have been really wonderful to work with, and I’m not unhappy with their service. I was frustrated, however, with the company they used on my latest claim. It was a nightmare. The contractor never showed up three different times. Each time, they just called and said they were on their way. I stayed home all day, but they never came. At four o’clock, I called back and asked them if they were still coming and they would say yes, but they never called to say they weren’t coming. It took over a month for the problem to get fixed. But I had already paid the deductible to them, so I felt like I had to deal with them. They came out when they did, and then they got the problem taken care of. Everything has been dealt with quickly and easily, and I haven’t really had any issues. No matter who you’re going with, a warranty program is a good idea.

The claims process with TotalProtect is very easy and my experience with their reps has been very good. Some of the techs they send are good but some of them are not. My most recent claim was for my icemaker which got broken. The techs came and replaced the icemaker but they didn't replace the solenoid in the back so I had to do a recall. When they came out to do the recall, they told me that I gotta pay for the $125 deductible. I explained it to him and he said he understood and ordered the parts.

HMS's technicians have been very helpful. They seemed to be knowledgeable and seemed to get to the point. In some cases, there were some trial and error, “Try this part and see if that did it. If it didn’t, we’ll replace the next part.” One time, we filed a claim for a refrigerator. It was about 10 years old and needed many parts. Some of the parts were back ordered and it took two months to get them. But the repair worked out excellently and the refrigerator has been like new. We also filed a claim for a washing machine. The tech came in once and ordered a part and it took a while to get the part. But then, it was replaced and the washing machine has been working fine since.

I've had TotalProtect Home Warranty for 6 years and they have been okay. I file my claim through the telephone and their reps have been very courteous and professional. The technicians they've sent have been outstanding as well. But TotalProtect needs to speed up the process because sometimes it takes forever to get the authorization. The technicians have to wait too long, and it’s very inconvenient for them and the homeowner.

Gave them one star because you can't submit without checking at least one. On their 2nd attempt to fix our oven, it took 2 weeks for the tech to arrive and troubleshoot the problem. Once the overtemperature thermostat was ordered, it was another 1.5 weeks for the part to arrive at our home, then another 2 weeks for the different tech to install the part. Five and a half weeks without a cooking appliance is unacceptable. We made several calls to TP during the process, most of which were 20-30 min or more waiting on hold. Was twice "accidentally disconnected" after waiting on hold. After this experience we decided to cancel 4 months early and accept the penalty. Steadily became less and less satisfied while becoming more and more expensive.

I normally do not write reviews, but I do not want anyone else to suffer with what we had endured. I had American Home Shield from 2005-2017. It had great customer service and they informed me when I had to someone coming out etc. We had to replace a water heater with them and I had to pay $500 out of pocket on top of my monthly fee. I started to look for a better coverage company where all I would have to worry about it the copay. I was on the phone with membership services for over 2 hours explaining the situation and they kept assuring me that all I would have to pay is the copay with the PUP coverage at $72.95 a month. I had it monthly drafted out of my account so it was always paid up. Fast forward to almost the end of my 2 year contract and my AC unit went out. I file my first claim and AC repairman was able to get it cooling with some Freon. 1 week later, the AC is running hot again. I live in the South where it is humid and hot pretty much all year round depending on Mother Nature. This happened in September so it was REALLY hot. It took about a month of living with parents part time and borrowing ac units to live. The company approved parts and AC was replaced along with heater. I was told I would not have to pay anything but my copay. I then was told by another representative that I did and then another I would not. I asked for a supervisor and she called me back and told me I had to pay $650 to the AC guy for things for overage on account. I was highly upset at this point, but a month with AC, I just paid it. Fast forward to January as I called them to cancel my account. I was asked why I wanted to cancel my account and I unleashed the issues on the representative. She placed me on hold for 10 plus minutes and came back to apologize that they were in the wrong and that I should have never had to pay anything to AC guy. I was surprised and pleased, but was still cancelling due to issues with customer service and how they are trained. I have been in Customer Service for over 20 plus years and I got more reps telling me so many different stories on my account. I just knew I needed to cancel. I thanked the rep for taking the time in reviewing my account. One week later, I called back to get the status of my refund check and no one knew anything about the refund. I asked if any notes were written on account and they couldn't find anything about a check. I was then told AGAIN by a rep that I was misinformed and no refund was to be given. I then proceeded to ask for a supervisor. I got a supervisor by the name of Dwight. I explained to him my entire story again, he placed me on hold, and when he came back he advised I would get a refund. He started the process of check and he assured me it would be done. When I say I get anxious every time I had to call this company is an understatement. I really do hope my refund check comes in and this is my last payment to them for my contract. I signed a 2 year contract so this month is my last payment to them and I will not be getting another Home Warranty company. I am just going to save the monthly payment I had been sending them in savings for things like this.

My son's one inch water line broke on New Year's Eve. The water ran all night, and was noticed New Year's Day. He called me to help. I mentioned he had warranty from this company. He called them on speaker phone so I could interact. The first woman was extremely nice and sympathetic and said there would be someone out when they had an opening. I told her it was an emergency since my son was without water, and it was 17 degrees outside, and he has children in the house! She said then, that she would put in an emergency status and the repairman should call within two hours, and if not, then we were to call HMS back and they would find someone.

TotalProtect Home Warranty is something everybody should have. And while my experience submitting a claim was fine, they apparently pick substandard people to come out and make repairs. I got an old refrigerator that blew up, an icemaker that has water leaking in the back, and a clothes dryer whose motor had gone out. Although it took a little longer to fix them, eventually, they were all fixed and everything's working perfectly now. Other than that, I expected an overnight service. But now, I come to realize that it might take a week or two to get things done properly.

I submitted a claim with HMS Home Warranty for my furnace and it went very well. I chose for their contractor to come out within three days and they were professional when they came for the service.

We are beyond frustrated with HMS. We put in a claim for service on 12/19/2018 as our heat pump split system started to fail and was pumping out cold air. We had someone come out the same day. It was then determined that there is a leak in our heat pump split system and it needs a significant amount of Freon. The tech reported that its need replacing and will put in a claim to HMS and will follow up with a response. The tech called me back thereafter to report that the claim was denied and HMS wanted them to put in some freon and a leak stopper. On December 24th they did just that. We set up an appointment for him to return to measure the amount of freon. During that entire time nothing changed. Still pumping cold air in the middle of winter in southeast Virginia.

HMS warranty was already attached to the home when we bought it. So we had HMS for the first year. We needed it for the garbage disposal and a guy came out, and it was done in two days. The part in the garbage disposal was so old. It was from ’93 but he had the right part in his car. So he went out in the truck and got it. We actually got an upgrade as far as the horsepower of the garbage disposal. We had a good experience so the next year we decided to continue to use it, and we’ve used it ever since.

It's easy to submit a claim with TotalProtect. Sometimes it takes a little long, but it usually works out in the end. The staff are very nice. The contractors are also excellent. They're courteous and they usually try to fix it as easy as possible. If they couldn’t fix something, they get the part.

I've interacted with Cross Country's reps a few times and most of them have been pretty decent. However, there are things that I don't completely agree with, like when they changed our unit. They told me that they don't replace stainless. I felt that if something needs to be changed, the replacement should be something that's of the same quality. Instead, they said they were going to put a cheaper one in. At that time, I nearly dropped them but then I was too lazy to get around to it.

On July 11, 2018 I contacted TotalProtect for service on my refrigerator and washing machine. The repair was scheduled. A few days later, the service repair company called to confirm my appointment and to let me know that they do not service refrigerators. I called TotalProtect with this information but they kept referring me to the same company. The service technician for the washing machine came, look at my washing machine for all of 2 minutes, "diagnosed" the problem and ordered a part and asked for my $125 deductible which I paid. Within a week, my washing machine stopped working. When Time allowed I called TotalProtect to come back out. I was told that I would have to pay another $125 even though I was within the 180 days guarantee period. Finally, I was told by the rep that a "recall" would be submitted. The washing machine repair technician came out, and within a minute discovered that his original diagnosis was wrong, ordered a new part and asked for a $125 deductible which I refused to pay. Finally in December 2018 my washing machine was repaired. I was left with dealing with getting my refrigerator fixes. I should mention that I placed well over 20 calls during this time. The customer service representatives were generally rude and not helpful. The same line was repeated constantly "I understand your frustration".

I placed a service call for my HVAC unit Friday 1/4/19, it had frozen over. HMS sent someone out, he gave them a report stating that the unit was shorting out, that replacing the board did not work. Heard nothing back. I call the service guy, he calls them, I call them, they approve another board to be put in, this is 1/11/19, I have had NO heat, I have small children and animals in my home and we are using space heaters to try to keep the temp up. 1/11/19 comes, he replaces the indoor and outdoor pieces they've sent, unit starts, the blows the fuse and board again. He again submits that I need a new unit, it's roughly 20 years old and even parts are costly to find and the wait it long to get and we are hitting wind chills of 0 degrees.

I have 35 years as an active Real Estate Broker and purchased a HMS Home Warranty on my own home. I filed 2 claims over 6 months ago, one on a spa and one on a refrigerator. The Spa claim was denied after 3 months without any notification to me. The refrigerator claim was settled today, which was over 6 months and have a repair company come out and try to fix it 4 times, which they spent more money than they paid me to settle the claim. Communicating with HMS has NOT been easy, finding out answers has NOT been easy, there has been lots of confusion in the process. Trying to find a supervisor or someone with authority to make a decision or explain or even just talk to has been impossible. I would NOT recommend anyone buying a Home Warranty from HMS at all.

In order to get anything accomplished, you have to go through an interrogation of info they have already confirmed... DO NOT ask for another department, the interrogation continues. For some reason HMS was not able to find me a plumber to replace a hot water heater and work on toilets. I used my own and the owner of the plumbing company was on the phone with HMS for an hour getting approval, because I had to pay and THEN be reimbursed by HMS (HAHAHAHA)... So, at this point, they have allegedly mailed me 2 checks, which I never received. The last part of the job, the water heater, now they are saying they are paying me $300 less than what was agreed upon. The "discussion" continues... I have had enough.

Updated on 01/28/2019: Someone by the name of Angela responded. They scheduled an appointment for a service request that I placed months ago without even checking to see if I was able to be at the property. Then I receive a voicemail from someone saying they are my contractor and could they please collect my deductible over the phone and schedule another appointment? Yea right like I’m Really going to do that! I’ll pay them when they show up and correct the issue and NOT before! The real reason I filed the claim was for a heating problem that they would not address immediately and for which we had to pay out of pocket to correct to avoid our pipes freezing. The contractor they provided STILL has not called since messages were left on 1/11/19. CONTRACTORS don’t want to deal with them and I’m still waiting to be reimbursed. BUYER BEWARE.

In November of 2018 my hot water heater died. I called total home protect and submitted a claim. The first company they scheduled to send a technician, never did. After numerous calls to both the companies, the installer admitted they never work on anything but air conditioners. My claim was canceled. I reopened the claim in December, a week later the technician showed up but wanted my $100 deductable before he would look at it. Paid and he decided that the hot water heater had to be replaced. It is now the middle of January and still no hot water heater. Nothing but excuses and runaround from total protect. Been a customer for 20 years. This my first claim. If I had known how bad it was I would have gone to home Depot and bought one there.

I call TotalProtect to file claims and it takes ten seconds to get through. I’ve never had anybody put me on hold for any length of time. I’ve had them for a long time and the quality of work runs anywhere from I wish they had never showed up to excellent. Their professionalism is usually the same but some were better than others. I’ve had garage door problems and that experience was more than excellent. It was absolutely fantastic. On the other hand, I had an air conditioner problem and that experience sucked. Beyond that, it was a matter of the contractor and in many cases, it was not consumer-oriented.

Cross Country is a good thing to have because all those unexpected breakdowns can cost you a lot of money. I have a pretty good coverage plan with them. I just received a letter showing everything that's covered, and it pretty much covers everything. The deductible keeps going up, though, which kinda stinks. But when you get a plumber or an electrician, that's gonna cost you more.

I had a house before and I had to replace the furnace and the water heater. As a single person, that was a lot to come up with, which made me decide to get a home warranty. My realtor picked HMS and I went with what she thought was best. HMS's reps have been very helpful and nice. They have been very patient with my explanation, since half of the time, I don’t know what I’m talking about. I like the that they know what they’re doing. They’ve been sending people that you would feel comfortable having around. They're not just sending anybody because they’ve got a license. The majority of the interactions with the contractors have been very friendly and helpful. And most of them have been very knowledgeable. There has been an older gentleman that has been in the business for a long time. They told me things so I would know what to expect. I've told others that when buying a home, they need to do HMS.

HMS Home Warranty is a fine warranty company to go through and submitting a claim with them to have our refrigerator fixed went very smoothly. The company they found to fix the fridge did most of the work and their customer service was great. The repair guys that came out took care of everything. However, it didn't get fixed the first time. Instead of having to re-submit the claim, we contacted the repair company again and they came back, figured out what was wrong and ordered the part.

We’ve been with TotalProtect for a long time and we've had no serious issues that would take us away. Plus, their price is right. We go through the phone to file claims, then the phone directs us and they give us a number to call or somebody calls us. It takes them 24 hours to send a contractor out, which is good compared to what the need is. Their contractors have been very pleasant, friendly, and professional. Once they had to come out multiple times, but the issue got resolved.

HMS Home Warranty was the only provider that covered HVAC particular to the industry and submitting a claim has been fairly straightforward once I took a couple of tries to understand the process. Now that I know how it is supposed to work, it runs very smoothly. I go online because it is very simple to place the claim and it is quick and easy. They would tell me who I need to follow-up within the span of time and I would also get the number for the contractor who is going to perform the work.

I can't even get in touch with this organization. I have tried multiple numbers and been on hold for over two hours. I've reached out to my mortgage company a bunch of times which gives me different numbers, and tried numbers off of the CCHS website too. Nothing! Buyer beware!

I filed a claim for my heater on the 4th. They were not able to find a service partner for the claim and therefore not able to schedule service. DAYS later they call to say they can't find anyone. They told me I could find a HVAC company to take the work. I have a company come out and look. The company jumps through all the hoops for HMS. Now HMS doesn't like their quote and wants me to call ANOTHER company. Long story short. It's been 12 days in January waiting for my heater to get fixed. I have had to do all the leg work. I'm still waiting for callbacks from HVAC companies that I contacted. I think they want to drag it out until I just give up!

My hot water heater went Saturday night. Their first contractor said he received no information and was the RUDEST person I've ever talked to. The second is helping but after telling HMS I've had no hot water for 4 days now and a baby in the house. I needed their help. They low balled me to pay me a credit, and then I received a call telling me that the installation is basically not covered and there will be an additional $400+ I need to pay to complete the job. There are better companies out there.

If you want to have a horrible experience, be lied to, have the service providers not show up and be told you cannot switch providers, be pressured to take the buy out options or be pressured to pay a 2nd deductible to have another provider (who may even show up) come out then this would be the company for you.

Cross Country Home Services was the first warranty company I tried out and they've always been great. I had my air conditioning system worked on twice, and the contractors were always out there just a couple of days after I called Cross Country. The people I deal with at Cross Country are nice and they are very fast when I submit a claim. I've got the major stuff covered in my plan, and I'm very satisfied with them.

It takes us a little bit long to be on the telephone with TotalProtect sometimes. I don’t like the time between getting somebody to pick up the phone and getting to the right the person. Also it doesn’t seem like their automated phone system is designed to be user-friendly. There’s gotta be a better way to get through a person. But their contractors have been very good. I’ve been very satisfied with all of them. In fact, I was just gonna recommend the plumber to my son because the guy we’ve been using doesn’t seem to be as good or as fair. The workmanship of AHS and the price seemed to have been fair.

Submitting claims with HMS has been very easy and all the vendors they've sent to my house have been excellent. I recently filed a claim for my furnace. It was cold and we had to use a pellet stove, but I did not submit it as an emergency because we had the stove. I submitted the claim in one evening and the tech came the day after next. He was very nice and easy to deal with. He explained exactly what was wrong and what he had to do. I have recommended HMS to friends.

We got a notice in the mail from TotalProtect Home Warranty shortly after we bought our house 16 years ago and our experience with them has been wonderful. We have called and they’ve been very prompt at sending someone out and getting whatever had to be fixed, fixed. Most of the contractors have been very helpful and knowledgeable, although I was a little disappointed in the last one. He took my clothes dryer apart, then he said that it needed to be cleaned out because there was a bunch of lint built up in the dryer and that it was a fire hazard. TotalProtect covered what was wrong with the dryer, which was a belt, and while the tech had it apart, he said that there was a bunch of dryer lint that needed to be cleaned out of there.

I called HMS to file a claim and then they made arrangements. The contractor called fairly quickly. It was not an emergency and I let him know that. So when he had an open time he showed up. He did a good job. He explained something to me that I didn’t know, and I’m very pleased with what he did.

The seller of the house I purchased bought the HMS policy for me. I had an issue with the furnace so I called them, and they sent someone out. The technician came the next day and he was good. There was leaking gas, so he tightened up some connection. HMS Home Warranty is so good.

I have been with HMS Home Warranty just this January. The representative who came to my home was very good.

A gas leak was detected on the gas control valve to my water heater. I called HMS to make a claim. It took several days for them to get a contractor to my house. However instead of fixing the problem HMS told the contractor they could not fix the problem until a review and approval was done. So I start calling every day to move the process along. Meanwhile I have no hot water. If I didn't call I would not have known they needed the home inspection report. Then I send a ZIP file of the PDF file and it takes two more days to find out that they will not open the ZIP file. So then I send a PDF file and they will not confirm whether they received it or not. It has been nine days of cold showers in cold weather and I still don't have approval to fix the gas control valve. I believe they do this on purpose so people get frustrated and just fix it on their own. And that is what I'm doing now. The worst and most horrible experience.

HMS Warranty and the service provider we were referred to gave us the absolute worst experience ever. This past summer our AC stopped working and we were referred to a local provider. They were approved to replace a coil in our unit and of course we had uncovered charges. The company required us to pay the uncovered charges upfront, which we didn't 100% agree with, however were desperate to have our AC fixed due to the weather so agreed to paying half. The service provider did not replace the coil correctly and left us without AC in the hottest weeks of the summer. Even though we were approved a new coil, they refused to come back and fix their mistake.

Our main floor heat has been down since before Christmas. 3 different HVAC contractors later and 6 total visits we are still without heat. Currently 26 degrees today outside and should be noted that we have 3 kids under the age of 5. The process has been completely mismanaged by HMS, they are not proactive to our needs, only reactive. They ordered the wrong parts recently and didn’t bother calling us to let us know or advise us when they would be received. I DO NOT blame this botched experience on the latest HVAC contractor, they have been extremely helpful and sympathetic to our lack of heat.

My sister in Atlanta had Home Warranty. I have had a good experience with their reps. When I get to speak to a person there, it's very positive. But sometimes, when I call, they'd tell me they'd call me back and I'd wait. Then I'd call again but get a different person and I'd have to go through with explaining the whole thing again. If there was some way you could get one representative to handle your claim all the way through, it would make things easier.

I had Sears for a warranty but they were just too high. I heard about TotalProtect through a family member and I've been with them for a year now. Recently, I had an issue with our furnace so I submitted a claim. The people that came out was very professional, nice and courteous. He answered the questions that I needed the answer. However, they didn't have the parts. So, I had to wait a couple of days still in the cold with my mother being a senior. But TotalProtect is just a great warranty to have and I recommend it to anybody.

I had a company in from out of town and my septic tank backed up and had to be bumped out. At first, HMS said I didn't have septic coverage to which I responded that I added it on. They looked at my policy and somehow, their system dropped that add-on from my account. So, I had to pay that before I could do anything and redo the whole deal. That was negligence on HMS' part. I live about 3 miles from the people that pump septic tanks here in our town and the lady whom I was talking to couldn't find anybody. She was calling places in the list they have to go by. I told her that I already talked to the septic company I knew and that they could be at my place any minute. I told her that we've been without a bathroom for over 12 hours.

The people from TotalProtect who I’ve spoken with when I submit a claim have all been very sweet and polite. The claims process is good and easy but I noticed that it’s difficult to get a real person through the automated service. I’ve learned how to do it online now, and it’s easier submitting online than it is doing it through someone human. The last time I had a claim was in November and it was more complicated because the contractor doesn’t offer weekend services. That was my big issue, because I don’t like to call in and take a day off. I needed a weekend service. Either that or I have to schedule 5 appointments to make it worth it ‘cause if I’m gonna be home for a whole day, then I might as well include something else into it. Other than that, the technicians TotalProtect typically sends out are good.

I've been with Cross Country Home Services for a long time. Before they were all automated, I used to call and talk to people, but now, they're all automated, so it's a little hard to get a hold of a person. A couple of times, the automated thing has directed me to companies that don't do the service for them anymore, then I've had to go back and find somebody else. Sometimes, their automated system, which is a little hard to get past, is out of date. It referred me to a place for a water heater, but the company no longer had water heaters, so I had to go back into the system and find somebody else. It was a bit of a hassle. But I really like Cross Country and I have stuck with them for a lot of years.

The last claim I tried to do with Cross Country Home Services was one of my pool equipment. However, I didn't know that I have to call to add my pool every time I’d be ready renewing it. They left me on the phone for hours, waiting to tell me what I needed to do and for them doing the claim. Next thing, I needed to pay some money to get it back on, but I didn’t understand all that. After that point, I never used it anymore, although I still pay. We are supposed to still have the same thing I signed up originally, but for some reason, now they dropped it and they are telling me I had to pay out of my pocket when it comes out of my mortgage when they take the impounds.

Early October 2018 our A/C service rep, provided by HMS finally agreed that our A/C needed to be replaced (after it had been limping along for months). Although it took a bit to get the new A/C in we were delighted that we were finally getting our old unit replaced. Well, it got replaced but it has a slow Freon leak (you read that right - a new A/C with a Freon leak). The service rep said the part required to fix would be ordered.

I had a home warranty in the past but I wasn’t satisfied with them. I then decided to go with TotalProtect because of the recommendation from another customer of theirs and the review that the person I knew had. Submitting a claim is fairly easy. One time, I did it online, and another time, I called in. Their reps seemed to be customer friendly and the technicians that were sent out were great except for one. With the last time I’ve used TotalProtect, things just didn’t go well. The tech's business didn’t seem all put together and things weren't kinda right with him. He charged me a deductible but he didn’t do any work. For some reason, his credit card machine didn’t work and he kept trying to get me to give ultimate forms of payment. I mentioned this to TotalProtect, but they never said that they would look into it. Still, I would recommend TotalProtect.

Over a month and a half ago I contacted Cross Country about a problem I was having with my boiler/ furnace. I filed my issue in early December. They've now sent 2 separate subcontractors out to analyze and service. Both disappeared and Cross Country can not get in touch. It's a month and a half later and I've been using electric heat space units in my kids' rooms and when the temperature dropped below 30 I moved my wife and 3 kids in with my in-laws. I've spent hours a day trying to get some. I've gotten promise after promise from supervisors at both companies. And today they still have no resolution. One of the worst experiences I have ever had with a company. Avoid them.

The warranty that I had originally purchased had expired and someone referred me to TotalProtect. I go online to submit claims and it is a simple process. Their customer service team has been very helpful and really timely with pushing out assignments. Moreover, the contractors have been fine.

I’ve been working with HMS for 10 years. I’m a title attorney and I usually recommend all my customers to have an HMS warranty. The contractor was here in two days after I called to make a claim. I just explained what was going on, and he did the work. Whoever is buying a second hand property must have the warranty. We cannot rely on the information of the agent or of the inspector. No. We shouldn’t rely on any of those information but we should rely on the home warranty. In this case, HMS did a great job.

It's always recommended that you have some type of coverage on your house for certain repairs. We understand that it can be costly but if you have a home warranty, you cut down on some of the labor and the parts. I've had a good experience with the HMS customer service in getting us an appointment in a reasonable amount of time. Mostly, it's fairly easy to submit a claim. We like quick action and we understand that online is easy to do but my husband likes to pick up the phone and do the claim there. But he knows both are available and it just depends on how much time is allotted.

Zero Stars - This company is a complete scam and refuses to pay out on a simple claim. Our furnace broke on 11/7/2018 and it took over a month to have a new one installed (despite freezing cold temperatures in the northeast). Since that time, we have been waiting for a claim reimbursement check that is "in the mail" and has been reissued multiple times. We have been informed our case has been turned over to the accounts payable department since Byron the case manager is inept. We have left multiple requests for either Byron or the accounts payable department to contact us, with no response from your company.

No washing machine for 30 days. No contact from svc prov or TP. Sent email to CS today. 3 experiences that have been terrible. Stove and garbage disposal we had to replace "after" repairs. Mailing letters to all execs @ parent co BBB my congressman, local consumer affairs office, Nat Assoc of Realtors, local NBC consumer repoter who did story on co last year and others. I've had it! I live in fear of furnace problem like other reviewer. Parent of severely disabled adult child and we are struggling!

We were given a year warranty when we purchased our house and HMS was the homeowner’s choice. I made a claim online and it was easy. I had somebody reach out to me within 48 hours. In two days, a contractor was able to get on the property which was a quick response time. He came in, he looked at the problem, figured it out, ordered the part, came back in about a week and installed it. He was experienced in what he did. For us and buying an older home, having a warranty is extremely valuable.

Cross Country Home Services came through in my mortgage. My interactions with their reps over the phone were good. They were prompt as far as trying to get my problem solved and I like that. Whenever I have an issue, I just call them up, they'd call the plumber or whoever, and then the plumber would call me and I'd set up the appointment with them. The contractors that they've sent out have all been good. I had one bad contractor and I let them know, and they immediately took them off. Cross Country is worth it. In fact, I told a couple of my friends about it.

I called TotalProtect and told them that I got a problem with my refrigerator. Their contractor had been out here to work on it three times, and they ordered the part for it nine days before Christmas. Then the part came in, they came and fixed it, but it didn’t work, so we were without a refrigerator for Christmas. I did not like that. I didn't think that they showed any urgency about fixing the thing. TotalProtect should stay on top of the people that they hire to help with emergency, on callbacks and getting things done.

We usually submit claims with TotalProtect online, and someone reaches out to us within 24 hours. They sent a technician who fixed an item that broke down. Our interaction had been fine and we were satisfied with the work.

When we first moved in, we had a water leak. We thought it was a bad pipe. It turned out that we just didn’t have our washer hoses tightened enough. So, it was our fault. Since then, we’ve had to have our furnace looked at a couple of times. And then recently we had a new water heater put in. And it was no problem at all. Submitting a claim with HMS has been very easy. The technicians have been very good. The heating and air conditioning guys have been here three times. The furnace is 20 years old, and it’s still in good shape. The guy that put in the hot water heater was excellent. If you’re not a handy person, the warranty is a good thing to have. I’ve recommended them to a bunch of people.

Updated on 04/06/2019: I wrote a review in January describing my disgust with the way this company allowed a repairman to chop up my washer and glue it back together. The company reached out to me and gave me the standard "we care about you and want your business" speech. They listened to my concerns while doing anything to make sure my washer was fixed properly. Less than 2 months after the glued together washer is broken again with the same problems I said it was going to have because of the patch job HMS approved for this job. My warranty is up this month and I priced other companies who are at least $100-200 more than HMS. I almost sent in my payment for HMS in February but now I’m seriously debating renewing my service. I guess you get what you pay for is true????

I called HMS representative on first week of January 2019. They told me to get the service done by Go Appliance Technician, LLC. The technician came on January 4, 2019. He took pictures and provided me a copy of the work order. I paid him my deductible = 100 dollars. I went online and tried to get an update. Finally, I called HMS today at 1:25 pm. They told me that the refrigerator back panel is the structure and they do not cover. They cover mechanical failure. I do not understand their reason of denying. Without the structure, how the refrigerator works? If it is leaking, means there are some mechanical failure that is causing leaking and rusting. Anyway, I feel cheated of the warranty along with my deductible. I am not going to use HMS services again. I am very dissatisfied with their job performance. I could have bought the refrigerator with my deductible and the yearly service I paid to HMS.

HMS failed to be fair and try to remedy their unaccountable 4-day delay in ordering dishwashing parts after the contractor asked them. They didn't even apologize for their oversight. Instead they resorted to legalese and arguing over whether or not their delay was compensable under the contract. Oh brother. Now, our family must go at least another week without a dishwasher.

Submitting a claim is very easy. I just call them, within a minute or two. Then the contractors get ahold of me right away, but usually, it's a week or two before they come out. So in case I want to use the furnace, I get all cold for a while. But the contractors were good and different ones. I haven't had any problems with any of them. So far, TotalProtect worked good. My house was a little older and the warranty would be of use to me if one of my appliances should run out. And I have quite a few over the years that I've used one. As long as they're covering my problems for me, which they have so far, I’m happy.

I submitted a claim with HMS Home Warranty for our stove that was having a carbon monoxide issue. The rep that I dealt with worked with me and found me somebody right away. The repairman who was sent out called ahead, showed up on time, and was professional. He fixed the unit and everything was good. The unit has been working fine since.

I’ve been with TotalProtect for a long time and they've been good so far. The claims process is easy. You won't get frustrated, unless it’s a seasonal project and everybody is real busy. I filed a claim for our fan and the contractors have been real sharp. They got stuff in the truck and I like that. It took the contractor about 30 minutes to get it resolved.

I filed my claims online with HMS Home Warranty and the technicians that they sent were nice and quick. They had to come back because they had to fix something but they sent someone else who was quick to fix it. I would recommend HMS.

Unscrupulous and deceitful in the disclosure of coverage. Promised service is not delivered and they intentionally mislead customers. My home had a gas leak and I called our natural gas provider who came out, detected the leak, and shut off our gas (and with it our heat in January) for safety reasons. I contacted HMS since we have a home warranty with them on the 4th of January 2019. They sent out a contractor to whom I paid a $50 deductible. The contractor said that my gas leak was outside his area of experience and that he would place the order with HMS and they would have another contractor out (and another $50 deductible) to diagnose and repair the gas leak.

HMS would not allow the HVAC company that it dispatched to my home to use its own supplier to order a part for my furnace. To save money, HMS insisted on ordering and supplying the HVAC company with the part from its supplier. Had the HVAC company been allowed to use its own supplier, my heat would have been restored within 48 hours of their diagnostic visit. Instead, it took OVER A WEEK for the HVAC company to receive the part. I live in Ohio and lost my heat December 30th. It could have been restored January 2nd. Today is January 10th and I STILL do not have heat. Fortunately, the HVAC company informed me that they'll have the part today... only because they agreed to go pick it up instead of waiting on the shipment to arrive. The HVAC company was very apologetic, as owner knew how cold it was.

It is good to have warranties and after we bought the house, it took us a month though to get TotalProtect for our home. So far, I have had good experience submitting claims through them. I had three toilet issues. One was when there was a leak under and a wax ring had to be replaced. I also had an electric issue with the plug of the water heater. I had to go through another company but I had to pay the deductible. It was a little disappointing but I have been pleased with them. Their contractors have always been very professional. I had Master Plumbers & Septic three times and they took good care of me. The work they performed was fabulous. I’ve heard horror stories from different companies, but mine has been good so far. And as much as I pay each month, I wish I use TotalProtect more, but I’m glad I don’t have to. When I sell the house and get another one, I will probably get them again.

My nephew-in-law told me about TotalProtect. He said it's a reliable company. Although I had appliances that are new, I decided to do it just in case anything happens. So far, I had a claim a few months ago. I was away, and my husband was cleaning the stove. It then started smoking and there was a pop. So he hurried up to turn the control box outside. By then, the stove had shut itself down. We called in the company and they came to look at the stove. It was something to do with electrical so they changed the motherboard.

I submit claims to HMS over the phone. I tell them the problem and they tell me if it is covered or not. They'd give me a name of a guy or a company, and I'd call them. And if I couldn't get them, I'd call back. My interactions with the reps have been fine but if HMS could somehow get someone to answer the phone faster, even a real person, that would be great. I know everything is computerized, but trying to get ahold of them could be a pain in the butt. You call them up and you get recordings. Once, it took me 20 minutes and a lot of frustration. Still, HMS has been very good. We pay the deductible, and the people that they've sent out have been fairly good. One of them, the plumber, was really good. Just be prepared to wait to try and get somebody on the phone when you call to submit the claim. I'm happy with HMS. I'll use them again when the warranty runs out and I would also tell my friends to use them.

Please don’t waste your money. I filed a claim for a leaking bathtub drain on January 7th. A “technician” came out, took $100, and said he had to get authorization to open the ceiling. No one contacted me again. After multiple calls to service provider & warranty company where I was repeatedly told it would be authorized, I was told that I have to hire someone to open the ceiling and then they’d look for the leak. I said forget it. I want my $100 back. They said I couldn’t have it. I paid $100 for absolutely nothing. This company is a scam.

Updated on 01/14/2019: It's been a month and Cross Country has not contacted me at all, Even after I posted the initial complaint and Austin said they would call. I have called them once/twice a week to check status. It has now been "1 month" since I have placed my claim. When I call, Cross Country is blaming the service company and the service co. is waiting on CC to order the part. Since my electricity bill has now doubled since it has to be set at 90 degrees to keep us warm, Cross Country refused to waive "1 month" payment and I'm still responsible for OOP expense of $600.

I have a service contract with this company. My washing machine broke. I placed the repair order. However, the unit could not be fixed after two attempts. The technician worked hard, but said the part was no longer available. I called the company, the said they would conduct research to look for a part from a third party. After almost three weeks of waiting, I got feed up and demanded a new machine. I was transferred around so many times, my head began to spin. Finally, the decided to give me the offer of receiving a substandard unit, not comparable to my Maytag unit, or receiving a cash buy-out to put towards my own purchase of a new clothes washer. When I informed them that I would take the $391.00 for a cash buy-out, they informed me that I would have to wait 2 to for weeks to receive my check to put towards my purchase of a new unit. I have a family of 4 that need clean clothes! I live in rural Pennsylvania, and both my wife and myself are professionals, who commute to work. Who has time to wait this long and run back and forth to the city to a laundromat!?!? Stay away from this scam of a company!!!

This place is a complete joke, and I'm wondering if it's actually just a scam altogether. My real estate agent recommended it and worked it into our purchase of our home. We had a pipe break in our basement and called Laney's to come repair it. We ended up spending over 2 hours on the phone with HMS to get them to cover it and let the plumber fix the pipe. After that, we got a bill from Laney's - HMS hadn't paid their bill.

My original warranty company, Home Protect, was bought out by Cross Country. I have had 2 claims with them and both have gone about the same. This claim is on my refrigerator that went out just before the holidays on 12/18. I have reached out to Cross Country several times regarding the part that Sears ordered and no one could give me any information. They told me to contact Sears and they would have a manager call me. I am still awaiting a manager's phone call. I am now almost a month without a refrigerator only to finally find out that the part was ordered 2 days ago and is on backorder with no ETA. Whenever you ask for a supervisor or manager, they tell you that they have to put in a request for one to call you. I found out today that my requests for a manager to call me was never put in.

it's been months, I still haven't been fully compensated for the furnace replacement total protect authorized through the company I went through locally. Initially I was having my furnace serviced before the winter months , they found a crack in the heat exchanger. it is an old system therefore had to have it replaced. They didn't have anyone in the area, I was told to pick a local company. We waited for their authorization, submitted paperwork, total protect told me in essence I had to finance the job , and they would compensate me. So far I've received maybe about a third of the money they had promised. I've spent hours upon hours on the phone with them, the phone line disconnects, and you have to spend another hour on the phone with someone else, there's no continuity with customer service. the cost of the furnace was close to $3,000. I was told they would not cover a hundred for a permit, materials 450. I'm not happy about that but I would accept it. This happened back in September of 2018, it is now January 7th of 2019. I've received only a few small checks that add up to roughly 1/3 of the total bill.

I bought the HMS Premier plan on Dec 14, 2018. After I bought it while buying my townhome, the air handler of heating system stopped working. Submitted claim and all document by Dec 26 (CLAIM #: **), and after 12 days still the system hasn't been fixed. It is very disappointing, in spite of paying $618 for warranty, I have to live without heat during winter. THIS IS VERY UNETHICAL TO HOLD ON TO THE CLAIM for heating system in the winter (which is emergency service)--my family is suffering a lot for this poor and incompetent claim processing and customer service. I chose HMS hoping to get the best service, however, the claim processing is highly questionable as the company tries to first reject a legitimate claim. Suggest other potential customers keep this poor customer service issue in mind while considering buying HMS warranty.

HMS is awesome. Submitting claims online on my smartphone is easy, and a contractor usually comes out within 24 hours. The contractors have been great and my interactions with them have been good. I recently had HMS service the garage door opener. The contractor replaced the sensors and now the garage door opens when it's supposed to. I'd tell others to get HMS.

It has been almost 10 years now that I've had Cross Country and whenever I call them, everything is always done properly. Submitting claims is simple and it has gotten easier now. I just go online to do it via their website, which is self-explanatory. Then within a couple of days, a contractor would be dispatched. And so far, their contractors have all been good. Though I have a claim last year that is not yet resolved, I still find having the warranty very valuable and I know I just have to pay my deductible and my issues get resolved. It also saves me from having to shop around trying to find contractors to come out and do whatever needs to be done. The quarterly maintenance is pretty good as well.

We have been working with TotalProtect Home Warranty since June of 2018 and we’ve had one claim. However, I didn’t see the packet before I ordered whatever it was I ordered and I wasn’t aware of all the little extras when I first signed up, like the inside faucets as opposed to outside stuff as well as the water softeners. My heater went out and it ended up being a blower motor and a capacitor issue. The claim was handled efficiently and completely and I’ve got no issues. I had to call the company, then a worker came out. From that moment on, the issue was handled by the worker and the company. The tech was a good worker and he really knew what he was doing. It was very easy to file a claim and get it resolved. TotalProtect is a good value and one should not have a home without it.

My experience with HMS was not good at all. When I got the home, a pipe apparently had already burst. That was the very first thing that I called HMS about. The contractor came out and told me that my water hose pipe was considered 'outside the home', and I did not understand that. He also said that it was not up under the warranty and that I had to pay. But I needed it fixed right away because the water was leaking to the point where it damaged my whole living room floor, and the floor was brand new. HMS didn’t cover anything at all, however, so I ended up having to pay cash for that. The matter of it was minor to me, which it didn’t have a shut-off valve. Yet, I still had to pay a $100 deductible and pay the contractor to fix it. And though they broke my wall down, they told me that they were not responsible to put it back up. That was unbelievable.

Everything's been good with TotalProtect whom we've been with for many years. Otherwise, we would have been looking elsewhere. They have good prices and they've been reliable. They answer our questions and follow up. When we've had issues with air conditioning or plumbing, they've come through, so, why change something that's working. Submitting claims is pretty easy too. We either go online or just give them a call. And they're pretty quick about calling about on that and setting us up with an appointment. Also, we haven't had any issues with contractors not showing up. They'll call us right on time and set up the appointment, and they'll be there.

Recently had a outside waterline that failed on my property, good thing I purchased outside waterline coverage and the Premier Upgrade Package (So I thought). Called into HMS to get a claim started. Not only were they assuring they would get someone out after verifying I had coverage they assured all I had to pay was my 100 dollar deductible. Contractor shows up, takes my 100 dollar deductible and says they'll get back to me. A week goes by I hear nothing, so I call HMS. They say contractor denied my claim. I respond with, "He just showed up to my door and asked for deductible and didn't bother with anything else regarding my claim."

We were a customer for approximately 3 years. Up until two months ago we were pleased with the service we received from HMS. Unfortunately, recent service failures left us completely frustrated with both HMS (Cross Country) and their horrible service partner, Sears. We called in 2 months ago for a simple dishwasher repair. Since that time the utter failures have almost become comical, and have given the appearance that both HMS and Sears are completely incompetent organizations. The chain of events are as follows: Service Tech #1 showed up and advised, despite the fact that the unit had been leaking, that there was nothing wrong. We spent approximately 4 hours that day relative to this service call.

We got a brochure from Cross Country Home Services and we liked the security that they would provide for a fairly nominal fee. When our appliance breaks, it's a big out of pocket. And the choice is having it fixed or having it replaced. For some aging appliances, having somebody come to the house to repair it and having the warranty company cover the service call cost is a pretty good deal.

My water heater wasn’t pushing hot water and I went online with HMS Home Warranty but I messed it up so I called them and that experience was great. On the same day, they sent somebody who was very good. He told me exactly what was going on with it and he finished the repair quickly. I had hot water again within 45 minutes! HMS is very helpful and quick to respond and I would tell anybody to get one.

Whenever I submit claims with TotalProtect, they'd put a claim out for somebody to pick up on it. I just wish they would assign it to somebody instead of waiting which contractor would grab it. But that’s not a big deal. We had a problem with our ice maker and they fixed it very promptly. We have some heavy rains here in Texas and there has been so much water that it shorted out my pump in the septic tank and the control box on the wall of the house, the outside wall, shorted everything out. TotalProtect didn’t have anybody so I had to make a few phone calls and I found a guy that used to work on it, had him come out and pumped it out, rewired it, got me all back up and running within two or three days. The guy took care of everything for them. I paid him and I got reimbursed back with TotalProtect. So far, I’m happy and very satisfied with their service.