Cinch Home Services Reviews

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

Water Heater Replacement - It's a bit of a process to get to the actual replacement of the warrantied item but the installer and the HMS representative both explained exactly what would occur and the timeline on the first visit and the initial contact. The installer did a very professional job. He was friendly, explained exactly what he would be doing and did a great job, protected my floors when moving the equipment and cleaned up his work area after.

He help me understand that HMS does not repair frozen pipes. Please change email address to **. I have not had any trouble from your company. I have heard bad things about other home warranty companies.

I bought a house and the previous owner bought HMS warranty for me. I kept it and I didn’t check any other company. But I see that they are increasing the payments this year so I may have to check for another one next time. Other than that, the process of submitting claims is fine and we put it by the phone. A contractor comes out in 3-4 days. We have good interactions with the contractors too. The guy who came to my house last time was a really good person. He showed me everything and told me all about what he did.

I've had Cross Country Home Services for a very long time since I bought my home and my experience with them has been great. Compared to my previous home warranty provider, they've been fabulous to me. I used 2-10 before them. One of the reasons why I chose Cross Country versus 2-10 was that they covered my appliances and that's huge for me. So, I dropped 2-10 and went with them. When I had issues, Cross Country resolved them. They're easy to deal with.

I had found a leak in a water pipe in my basement. I had a plumber out to look at it. He has said that since we have high sulfur in my area it had corroded the pipes. He showed me ten other places that were leaking slowly. He gave me a quote of 3000 for the replacement. Then I remembered I had a home warranty on the house. I had only moved in 4 months ago. I contacted them and had their service guy out. He informed me HMS does not usually pay anything out and would likely find some fine print to deny my claim. I waited for the reply from them. They sent this Examples of Items/Conditions Not Covered.

I submit claims with TotalProtect over the phone and sometimes there's a little problem with the claims process. We live in an area now that doesn't have a lot of people to choose from. So when TotalProtect tells them to call, or for us to call the person, sometimes they don't work for TotalProtect anymore. But their reps are a big help and are very good. When our hot water tank went bad, the rep couldn't find anybody that would come out to our area to do anything. So he asked if we knew of anybody, and I said, "Yeah, I have a plumber that I know of." I called the plumber, and he came to the house, and then he talked to TotalProtect's representative. They agreed on everything. My plumber did the repair, and everything was fine. The only thing I had to do was that I had to pay my plumber first and get a reimbursement.

Everything’s gone fine when I've submitted a claim to TotalProtect. When I've had issues with trying to do it automated, I had to go with them, and they’ve been very helpful in solving whatever the issue was. I’ve had some great experience with some of the contractors that have come out as well. They’ve been very friendly, and we even requested one to come back when I had a similar issue. The contractors have been wonderful, very friendly explaining things, and very helpful. I’ve been very pleased with TotalProtect and I would absolutely recommend it. I’m so glad that I was able to find out about it 'cause I don’t know that I would’ve known that this thing existed, if it hadn’t been part of the package that was offered to me.

I’ve had three claims with HMS. One was for my refrigerator. When we first moved in, it was leaking. And that was a fine experience with HMS. We had a technician come out and he fixed it right away. The second experience was my washing machine. I had someone come out, look at it and order a part. We had to wait a month for them to fix it. It was inconvenient, but they fixed it. The technicians were great. The first technician was wrong and his first diagnosis was wrong. The guy who came out to fix it with the part said, “The first one was wrong. He didn’t even need to wait for the part.” So, that ended up having a whole month wasted. But it was fine. It was fixed, which is what counts.

My old refrigerator was dying. HMS was quick to get a repair person out to look at it. Once it was determined it could not be fixed, and I spoke to customer service at HMS, I had my options very quickly. I chose to buy the new one and have the check for the replacement sent to me. It came quickly. I was very happy with the experience.

I have two warranties with HMS - one for my condo that I put in the market and one for my house which I just bought. I asked my agent to help me home warranty providers, and she suggested HMS, “From all the ones that we have, that was one of the best ones.” So, I said, “Let’s go for it.” Submitting a claim to AHS was pretty easy. I called them and they asked for my email. And then they sent me the information and sent the people to do the work, and then delivered the work. The first time that I had a problem because of the microwave, they were trying to find the parts and it was difficult. But when they finally decided that it was no way that they could do it, they said they were going to give us a new one. So as soon as they said that, a week later I have the microwave. So, it was excellent. They were right on top of everything and they kept me with all the little details. They were very reliable, on time and they did their job in a nice way.

We’ve had HMS Home Warranty since April when we bought the house. Submitting a claim was simple but it was annoying to be on the phone for so long. I had two conversations that were 30 minutes apiece. I was transferred to a few different people because I had questions about the policy. Since it was the first time I was using it, I didn't know if I could only use it one time or how much I had to spend or anything like that. Then, when I said that I had to put a claim in, they transferred me back. A lady said that she probably didn't have to transfer me and it could have been through them because they were not questions pertaining specifically on my account.

I’ve had Cross Country ever since it opened and I like having it since I don’t have to go out and find somebody to make a repair or go out and search for something new. It takes care of my needs. I have coverage on everything, including my well pumps, so I’m okay. When submitting a claim, it used to be easier but now, it’s all automatic. Since I’m 80 years old, it’s always harder to do. If I can’t do it online, I have to do it on the phone and sometimes, it’s aggravating. Nevertheless, the reps have been very nice and helpful.

I like TotalProtect's services and I have them for eight years now. They have been pretty good and their reps have been very respectful. So, I never had any problems with them. Filing a claim with them is easy, too. I like calling a person instead of doing the recording thing though. Sometimes, their line gets busy but I’ll wait anyway because I’d rather talk to a person. Everybody out here so far has been really helpful and polite. They sometimes give me the number of the tech then I’ll call and make the appointment. They will also follow up and make sure that it went through and if they need to do anything. That has worked out so far and all the techs that I’ve had have been really good as well. I told my sister about TotalProtect and now, she has them too.

I had a couple of claims with TotalProtect and it was easy enough to submit the claims both on the website and over the phone. However, I haven't been really happy with their referrals. The companies they referred me to weren't top-rated outfits. They did the job, but they really weren't as good as I wanted.

Contacted HMS to report the claim, was able to schedule an appointment within a few hours. Stillwell Plumbing arrived at the scheduled time, assessed the problem and was fixed within a half hour. The disposal had to be replaced and the leak was repaired. The plumber was friendly and offered suggestions for garbage disposal maintenance. Stillwell Plumbing also repaired a major clog that involved the plumbing from the back of the house to the front of the house. Professional and courteous, I would highly recommend them for plumbing repairs.

Called on a Friday and was told to call repair company, they had an opening the following day. I called and left a message on Friday and Saturday. To date, no return call. Called warranty company again on Saturday. Told there was an appointment on Tuesday. Five days after my first call. Temperature outside was in the low 20s. Too cold out to wait and then wait again for approval to repair furnace. Almost 2 weeks! Crazy! How can you expect someone to wait that long in those temperatures! Called my own repair company. He showed up in 3 hours with a furnace. Will not use your services again. Very poor customer service!

It took too long to repair the furnace thermostat. Over a week. The first call was useless & I paid the full price on all my repairman visits. I also paid full price on thermostat. I have not received anything as reimbursement from HMS. Please call me on my expenses.

I have been without heat for 10 days now. It has been as low as 10 degrees outside and in my house. HMS has NOT worked diligently to get the parts ordered. I am utterly dissatisfied with this service. Home Legacy Comfort and HMS has gone back and forth (point fingers) regards whose slacking on getting the parts ordered. This is completely unacceptable. I need heat!!! I haven’t been able to go with another company because I’d have to endure this process all over again. I need answers and results NOW.

Almost every warranty claim we have made takes an UNREASONABLE amount of time to resolve. If a person's heat or hot water is out in the winter, they are not satisfied with it taking a week to fix. If the AC is out in the summer, taking a week to fix is unsatisfactory. Even after explaining that our AC was suddenly not working at all unexpectedly on the day I brought my husband home from the hospital after he had several major surgeries after being shot in the line of duty (when he was already in extreme pain and discomfort and it would be been detrimental to sweat into his open wounds), I was told there was no way to rush the "decision making process" that approves the cost of the repairs before they can be done. This is ABSURD. I pay for the warranty, you should fix it at the professional opinion of the companies you send out without question without taking a week to decide it's ok and then another week to order parts and then another week to install. It is truly RIDICULOUS.

The service technicians were friendly and worked quickly to assess the problem and plan a fix. The only catch was that the part they brought was the wrong part and we had to wait an extra day for the repair. The only other item I would recommend is that they use boot/shoe covers. I had supplied these for the technicians.

I was offered a different home warranty, but when I looked into it, going with HMS was my best option and it has been that so far. Submitting a claim with them was fairly easy. I just called and they gave me the information that I needed. Then I set up an appointment with the local repair facility for whenever the issue was. I called the technicians and followed up to confirm or they sent me a text message. Among the techs that have been sent out to our home, nobody was ever rude or impolite. Everything has been working well after I submitted the claim. It's time to renew my contract with HMS and I'll definitely be keeping them.

Submitting a claim online to HMS has been pretty intuitive and easy. I’ve only used it once so far and I haven’t had any problems. The guy that I talked with to schedule the service wasn’t exactly the most professional person I had business with, but we made it work. The contractor came the next day and he was fantastic. Having a warranty helped when we had the guy come out to fix the garage door in trying to break a huge expense that has been difficult to cover, being that we just bought our house, into something manageable.

I've been with TotalProtect for a long time and my experience has been fine, but it was better years ago and I'm honestly starting to shop around because we started at about $60-some, and went to 80, and then 100, and now 125. The deductible is getting far too high. There are several competitors that are half the price and the benefits are basically the same. Like anything else, they've gone electronic and everything is 'press one' and do this and do that. It used to be people to people. But I go through 10 or 15 different motions trying to get an actual person, and once I do, everything seems to be okay. However, I had a very serious problem with a particular vendor or company.

TotalProtect is very good and I have recommended them various times. When I submit a claim with them, I do it on the phone and I've had very good interactions with their claims rep. They are able to get contractors to our property within the next day, then I tell the contractor what’s wrong. The contractors are very good, although there are some that are better than others as far as their job performance. Other than that, having TotalProtect has been very valuable since appliances are like people.

We filed our original claim on August 26, 2018 and we’ve had at least 7 technicians visit. And each finding something different than the previous. From replacing the compressor, dryer filter, main board and upper refrigerator fan and we still don’t have a working refrigerator. A huge disappointment all around.

I have an appliance (heating/air conditioner in my sunroom) that needed repair. I was told that it was not in my agreement for servicing. I have only called twice in three years. So I am not interested in continuing another contract. You are not going to help.

So my furnace broke. Long story short it took me over three weeks for them to get it replace when it was classified as an emergency. It took 10 calls for me finally get an answer. I would not get them ever after my contract is up.

Hot water heater went out, called HMS 5;30 in AM cause no hot water & very cold weather. Setup the claim & called back in the afternoon & talked to another person & he said it hadn’t been dispatched yet, couldn’t find a service company in the area. So called again & said I’d found someone who could come right away & he fixed it & HMS would not reimburse me. A family of 6 needed it fixed right away.

Updated on 01/28/2019: This is a follow up of my poor experience with this company. I have appliance repair insurance with them. I placed a claim for a non-working refrigerator. The first tech who came to repair could not fix it and told me that the refrigerator should be replaced. Residential MD wanted a second opinion, except they could not locate a second tech who could come and give a second opinion. I was left hanging for days and today I received an email saying they are sending somebody for a second opinion, but it is the same first tech who came and gave the first opinion! I called that tech and we were both amused by the comedy of errors. Of course, he refused to come.

I have been dissatisfied with the service. My plumbing problem required a diagnostic test not covered in my plan, not a problem. So I had 2 providers come and complete with quotes. HMS failed to inform me to book this through them. To make a long story short. I paid for the repairs, repairs that are covered up to $3000 in my plan. I submitted a claim twice and have not received reimbursement.

The Furnace claim was a great experience and handled in a timely manner. The Air Conditioner claim was an horrible experience and lasted 5 months before it could get resolved. We had to call numerous of times, we received so many order numbers 15 to be exact. We were told this was going to get expedited by a supervisor and again it took five months. We did continue our services with your company hoping that was a one time experience and looking forward to better days.

I have only once tried to contact HMS I had a sump pump that stopped working and the basement was filled with smoke. I did actually call a repair facility in first prior to contacting HMS, the repair facility replaced and installed a new. Then I tried contacting HMS first by phone, way to many prompts to go through. Then I went to the web site, section to ask questions which I wrote and asked if I could submit a claim after the work was already completed this was in December 2018, I never heard anything back.

person I could barely understand. I advised of the temperature being very cold and concern about the pipes for the pool freezing. I finally was told the claim was approved.

It’s winter with temps in the teens at night. Filed claim and was given the name and number of the local service provider who promptly told me he would not work with HMS. I told HMS this immediately. They said they’d find another within 24 hours. I checked back nearly 24 hours later, and there’s been no progress to speak of, and I was told there’s nothing to do but wait. Bottom line: HMS has no cooperating HVAC contractor in my area, it’s winter, and my heater is failing with no end in sight.

Garage door wouldn’t open. When I called, I got no service from HMS, but was immediately farmed to Sears. I told Sears the spring was broken. They sent someone anyway, knowing they were only going to tell me the spring was not covered. They wanted to charge me $125 for nothing, and I felt robbed. It was partly home office error, not allowing me to tell HMS the spring was broken and be informed at that point. Bed service all around. Done with you.

Heat Pump Outside Unit Repair - HMS addressed the claim with the first call, and then followed up with me to make sure I was satisfied with the work and results. At Cost Air quickly diagnosed the problem and made the complete repair. Joe, from At Cost Air was very personable, polite, and at all times, very professional, giving us complete confidence in his work. I would highly recommend them.

I have had this home warranty since I purchased my home in 2010. I have had to replace a washing machine, a hot water heater, and a toilet. I've also had to have several other appliances and the heating system repaired several times. I have found this home warranty service to be extremely dependable and very upfront about what they cover, do not cover, and the costs involved. I recommend this service to anyone.

They are the worst company we have ever dealt with. We are completely dissatisfied and would never recommend them to anybody. It was a disaster trying to get our air conditioner repaired when it broke down during a 90+ degree week. They were awful to work with, repeatedly disconnected us, never wrote down notes so we'd repeat the same process over and over with every person we spoke to, made the process way too complicated and too long, and was not worth the value that we paid. Would NEVER use them again. I wouldn't have even written this review but they sent an email saying "Share your positive experience" and it reignited my fury.

Sometime last summer I had an AC leak. I called my warranty to send a domaine out to repair. I was told several times they couldn’t find a company to come to the work. After calling over ten times I gave to not knowing what to. Due to the water from the AC leak my bedroom ceiling fell causing a lot of damage. I called HMS again to get nowhere and was told I could find my own company which I did and they didn’t want to pay the bill. Not only did I have to pay to fix my whole room, the AC leak and replace everything damaged but it took me a long time to do so as a single mom I thought this was my best choice but it failed. I question that this company will actually cover anything and provide services for a future emergency.

We've been happy w/the service so far. Of the few times we've had to use the warranty, HMS was GREAT to work with! We did think one of their installers came a long way once, that maybe they could have found somebody more local, but figured it might have to do w/ the installer's reputation so we didn't question it. We didn't have issues with the work performed at our home. Having this warranty has helped us to not have to come up with a lot of money at one time for a repair. That's been a big help.

I haven't had the best experienced with HMS. Every time I make a claim I end up cancelling it and paying out of pocket for things. They never want to help resolve issues. I am loyal because I got them when I bought the house and I like talking to a few employees that are trying to help. Unfortunately, a lot are not. Just recently I had a sewage back up and they gave me a contractor who couldn't get to me for 3 days and I was unable to reach anyone for 3 hours. Ultimately, I again had to call someone else out. I think my loyalty is running out and cons well out weight the pros.

The time to replace was unexpected over 30 days. The level of customer service was terrible. To this day nobody even followed up after I lodged several calls of concern. With the level of service that was being provided I'm not sure if I will continue business with HMS after 15 years of being a customer in good standing.

We experience lousy customer service every time we have to deal with you. We have to wait weeks for issues to be resolved and most of the contractors you send out are shady and some have tried ripping us off.

I had called about furnace making a loud high pitch noise, no was schedule to come out until the next day and this was at 9:00 P.M. Or so the night I called. I'm not happy with the warranty and you offer zero customer service when you call in. Your associates are not trained to help. They only protect your interest of the company. Not for the consumer. I cancelled and would never recommend your warranty.

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 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.

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.

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.

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.

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.

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.

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.

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 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!

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.

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.