Cinch Home Services Reviews

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.

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.

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 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.

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.

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.

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.

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.

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.

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'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.

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.

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 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 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.

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.

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.

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.

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!

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.

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.

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 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.

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 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.

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.

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.

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.

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.

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.

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.

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.

My elderly and disabled Mother lives in my house, and let me just say that it is Inhumane how Cross Country trains and instructs their employees to DENY Heating & A/C claims and ignore helpless people in need. Former Cross Country employees have come forward stating this! We had a “Medical Emergency” situation in our family due to the A/C having broken down in the middle of July in Florida when the sweltering heat is unbearable, especially for a 75 year old disabled woman with extremely important medications that need to stay at room temperature. Cross Country sent a technician out to fix the A/C and the tech reported to me that the entire A/C system was in need of replacement.

The first contractor that was sent to our house was absolutely incompetent. They literally had one star on Google reviews and "F" BBB rating. The fact that HMS would even associate with a company like that is horrific. That company was either 100% incompetent, or 100% fraudulent - either way, not a good look for HMS. He couldn't even remember which type of refrigerant my system had. His initial diagnosis was that I had a system leak - confirmed by the tag on my system that said a dye test had been performed six months earlier. Then, he called HMS and decided to backtrack, saying the system simply needed cleaned *eye roll*. Either the refrigerant was low, or it was not, and that should have been easily verified. The contractor refused to show me readings or give me numbers to verify anything, so I refused to sign anything and asked him to leave my house.

I called up on a Sunday morning when the furnace was broken and HMS sent someone out about three days later so I was in the cold. When the person came, he fixed it but it lasted for about an hour. They told me that someone would come back the next evening. When he came, he fixed it and that didn't last either. So they sent someone else two days later. When that person came, he discovered the actual problem and fixed it right away. He actually had to go out and get a part. He got the part in about a half hour and came right back. It's been working since.

I've been a member of TotalProtect for a long time and they've fixed a couple of things. However, there was one incident where the contractor that was assigned to do the repair on the air conditioning system was just the most awful contractor ever. They were impossible to work with. They didn’t show up when they said they would. I tried to reach them and their voicemail was full, you couldn’t leave a message. It was a disaster. I was happy when they finally finished the work, which took about two weeks. When you Google this contractor, you'll see that there have been many complaints about that company. I can’t imagine why TotalProtect would assign a company that has such a publicly bad reputation. Apparently, TotalProtect doesn’t do its homework on choosing a company to send out for a service call.

This was the worst experience I ever had with any company . My family has lost heating system during mid December, when the average temperature outside was less than 30 degrees, and the house only reached a high of 50 degrees. They sent a contractor Booker form New Haven Mechanical Heating and Air conditioning, 192 Dixwell Ave. He was a rude **, and did not spend even 5 minutes looking at the heating system, and just said to order Control panel. He kept the control panel for a week with out calling us and when TotalProtect was contacted about the job, found out that the contractor had the panel in his possession for a week. My wife contacted him and he said he will come on January 2 between 8-12 which he did not come and called 45 minutes after and argued with my wife and totally refused to come. Total Protect was contacted again but were not helpful and told my wife that she should do the work and hire somebody else.We were forced, while waiting for the contractor to fix the heating system, to live in 50 degree temperatures, in December and part of January for two weeks. We repaired the heating system by calling another mechanic, who got the job done in 30 minutes, with no hassle unlike the Total Protect contractor.

TotalProtect Home Warranty was Cross Country back in the day which was recommended by my mortgage company since we were a new homeowner. We’ve had it since 1997. I work for a fire department and I was in the military also as a reservist. My wife, not having to do homework, would pick up a phone and just pay the deductible. The only thing annoying about them is that they want their guy to come out and look at the problem, then call and tell them what’s wrong with it so they can approve it.

TotalProtect Home Warranty has been very good, kind and thorough. The guy who did the water heater and the gentleman who fixed the toilets were the finest repair people I've ever had in 70 years on this earth. I wish TotalProtect keeps the guys like Drain Go and others because they’re great.

I have had HMS for five years now. The person I bought my house from had HMS and she switched the warranty to me. The recent claim with them was about my washer. This was since November and it was a very big inconvenience. I have two jobs, so that means that I had to go to a laundromat to wash. That was the only bad experience I had with them as I had to come out of pocket with money to wash clothes.

I lived in Virginia from 2007 to 2015 and the entire time I was there, we had HMS. I was satisfied with them but then I purchased another home which was huge. If something would happen, I needed some coverage so I got HMS again. When I moved in, I had to submit several claims. Initially, I submitted my claim over the phone but then once I signed in and created an account, I started doing it online. I'm satisfied with their website and I've found that it's a great way to file a claim.

We found out a few things about how the company does business through this process and most of it not great but I am glad to finally close this complaint and pray I never have anything else stop working because I don't want to deal with this again. The company responded to my original complaint on 1/7, today is 1/25 and we finally received a new dishwasher. The process has not been easy but I'm just glad we are finally done with this claim. I'll end with saying customer service definitely needs some training.

Do not I repeat do not waste your time or money with this company. They have gone downhill in customer service in the last 2 years. I've been waiting over a week to get a response from them and the service provider they assigned me to fix my garbage disposal. The plumber they provided me did not answer their phone or return calls. I've tried to get a different company through HMS to come out but I was forced to open a new work order to get a different company. Now I have to wait several more days for my disposal to get fixed even though I've already waited over a week.

TotalProtect Home Warranty was very responsive and they took good care of me. I submitted my claim online and navigating through their website was easy. The contractor that they sent did a good job, and he seemed very confident and nice.

I've had Cross Country Home Services for quite a few years now and overall, they've been pretty good to me. They have handled the claims within just a few days of the calls and I haven't had any issues. Submitting my claims for service is very easy. I just make the phone call and they will do one of two things. They either give me the phone number to call the company or they put me on hold while they look for the number, then they give me all the information and the company calls me within 24 to 48 hours, which usually is just within 24 hours. Then, we would get it set up and done. We've also had very good interactions with the technicians and I've had some relationships with them now. Sometimes, I would call those guys or use their referrals to other people with the companies and it worked out well. Overall, I'm satisfied with the coverage that is offered in my plan so far. Cross Country is doing all right. Keep up the good work.

Submitting claims online or through the phone with HMS Home Warranty have both been really easy and I like that it gives me permission to contact the contractors right away. One time though, we have been told a wrong answer by an HMS rep. As part of our warranty, we have our emergency lodging and our furnace went out and it was super cold. So I called and I asked about it and the rep said that we did not have that.

We had two issues the first year we tried TotalProtect. First, a microwave malfunctioned. It took 4 weeks before their contracted service representative could even get to us, and then another 2 weeks to fix the problem. Second, a swimming pool pump motor malfunctioned (a coverage I paid extra for). After getting that corrected, the service representative to whom I was referred told me they did not serve my area. I called TotalProtect back, and it was another 4 days before someone called me about the pump. In the meantime, I had my person pool cleaner person replace the pump motor at my expense. Now I get a notice from TotalProtect they are going to AUTOMATICALLY charge my credit card and renew my policy with a price increase! I have been attempting to CANCEL any renewal, and their 800-474-4047 number only stays BUSY if I ask for a company representative. TotalProtect is TOTALUNSATISFACTORY.

I have had Total Protect for a few years now and finally had it with them. I was promised two months and at least one month of a monthly payment being waived because of their ** up on my water heater issue and yet they still took out the payment?.?.????? I DO NOT recommend this company to no one. Then they hire some local A/C company to come do repairs on my unit and ruin my carpet in the process which they said they would help out, still waiting. There are more better home warranty companies out there. Please shop around but do not include these crooks in your shopping. God Bless

I have been with HMS Home Warranty for 20 years now and I've had a good experience with them so far. I've stayed because of the coverage and I have referred a couple of friends to them. I call whenever I submit a claim as sometimes I like to go with the same vendor that I might have used in a previous time. By calling, I could let them know about that, as compared to when you go with the automated system - I was told that once it selects a vendor for you, you can't change it. Once I had a claim for my dishwasher and the repair company took a little longer to come out than I would have liked. I guess it was the availability in their appointments. After ordering the part, I waited two weeks, and I wasn't very happy about that. Still I had very good interactions with the tech who came and I had no issues.

I submit claims with HMS Home Warranty over the phone. The techs who came over did well. The latest guy who came over did a good job. He was also professional. HMS is a good company. The quality is 100% and they give good service.

We have had a very good experience with TotalProtect so far. I file claims over the phone and I also do it online. Over the phone, I always get a lot of help but I prefer the online thing because I have more options on getting information of different companies that can go to us. Also, the contractors have been pretty good. The first time that I called for one of the contractors, there was a little misunderstanding on what they were and were not supposed to do. But then, it was okay. It would be good if TotalProtect would check on the companies that work with them because some of them are very specific. When you call and tell them your issue, they’re like, “Oh, yeah. We work with them, but we don’t do that.” Other than that, I have recommended TotalProtect to a couple of friends already because I really like the company.

I started looking into getting a home warranty so it could help with the expenses of having repairs. My daughter told me about TotalProtect and I had heard about it being good in this area. She really gave them high praise. So far, they have been good as far as submitting the claims, but as far as getting the work done and all extra stuff on the side, it has been very costly.

So basically, I just want to say that this company is garbage. In my area, Hampton Roads, VA, it seems there are very few contractors that the company uses. One example, back in August I tried to file a claim for my AC unit. Our AC went out and it was over 100° out side. They basically told us it would be 3 or 4 days until someone could get out there. I was under the impression that this is an emergency case and should be expedited. Apparently, I was completely wrong about this. I told the representative that it was already 86° in my house and the AC had only been out for a couple hours. I could only imagine what the internal temperature of my house would be in 3 or 4 days, not to mention that wasn't even a guarantee that they would be there in that amount of time. Before this a few months earlier we made a claim on our dryer. It wasn't properly drying clothes. The tech they sent out seemed like he didn't even know what he was talking about but stated he had to order parts. 3 days passed and we didn't hear anything from the tech. We called them and couldn't get the tech to call us back even after talking to the secretary. We called Total protect, they told us they would get in touch and have the contractor contact us. It took another two days for him to call back and say he was still waiting on one part and it should be here next day. Two more days passed (trying to give the benefit of the doubt) still no phone call even after calling the contractor again. Had to call Total protect and cancel the claim. That is two claims that we cancelled for poor customer service and lack of professionalism, not to mention I've used them for 4 years and paid $70+ a month for what, to be treated poorly when I actually needed them? That is almost $3500 wasted for no reason that I can never get back. Hence the reason I'm cancelling and going to a (hopefully) better service.

Purchased warranty in June; trouble with oven; quick to have repairman come out and service and they were wonderful... HOWEVER, parts were unavailable so oven is being replaced. Problem lies in communication being one-sided. I have had neither email, nor text message updating me on progress. Started process the first part of October, 2018; called repairman before Thanksgiving and he told me they were suppose to call to set up replacement (no call); Called on 12/6/18 and confirmed (by nice lady Elsa) that I was getting a new oven and to verify replacement model, which I did (would be delivered and installed 3-5 days); no word.

If giving HMS Home Warranty zero stars was an option, I wouldn’t have even given them the one star. I got HMS Home Warranty insurance when I purchased my home because I knew some things may happen in the first year. I had something go wrong with my furnace and they responded right away by getting a technician out the next day. (That was probably the only good thing that happened along the way.) The technician said that my unit was too old and that he wanted to condemn it. He mentioned that I would have to pay for any modifications, but it didn’t look like I had many so it shouldn’t cost me much. About a week and a half later I heard from HMS with a quote of what I would owe for the new furnace. The price was about $1000 higher than I anticipated having to pay out of pocket. When I looked at the breakdown I saw that the things listed as modifications should not have been considered modifications in my opinion.

Noticed a leak on an outside spigot on Christmas Day. Placed a service claim online due to the long wait on phone. When service provider arrived, stated it was not covered but I still had to pay the $100 service fee plus their fees. I do not believe I should have been charged the service fee.

Customer service = poor. Reps have you on hold very often & NOT resolving anything. Hard to get real person on line. Only 1 tech came out (can't get anyone in network), took deposit & never came back for repair/never called. HMS says he never even put order request in. Dishwasher hasn't worked since day 1.

On December 29th our ac started to give us some problems, I called and made claim. They mentioned to me that with the new year we may not get an appt until wednesday. My husband and i were fine with that and understood. We called and left a message right away with the company they dispatched us to. along came January 2nd... 11am vendor number still going to voicemail and no call back, i contacted total protect again. They had the same issue and did not contact me about so i asked to be dispatched to another company. I got their number and gave them a call, left them a message about 12pm, after no return call 3pm i gave them a call back and they answered stating they contacted total protect to let them know they can not come out for another 2 weeks. So i called total protect to get more information. We live in South Louisiana 75 and humid out with a 2 year son at home we needed to get some in as soon as possible. The rep mentioned she can not give me any vendors info that she will dispatch me back to referrals. I mentioned i will call back at 5pm to get an update. I called back around 5:30pm... I was still pending in referrals. A different rep looked for a vendor and was able to give me their contact me and dispatch me .. hmmm not sure how all of a sudden it all changed. So i then contacted and left a message knowing it was 5:30 the business was probably closed for the day. on January 3rd i called the company back after no return call at 9 am. No answer finally around 11pm they return my call asking me where did i get the number from because they are not contracted with Total Protect. Totally Confused and FRUSTRATED, I called total protect again..... They stated they only have ONE more vender this with be vendor (FIVE) that i can contact........ so for the WHOLE SOUTH OF LA you only have 5 vendors for AC!!!!!!!!!!!!!! i am now frustrated because the way these reps were speaking to me like i had no right to be frustrated.... i asked to speak to a supervisor. That made no difference because she was just as rude.. Thank goodness the last vendor contacted me back and was completely professional and super nice and was able to fit me. I am completely disappointment with my experience with total protect!

We were a loyal HMS customer since 2013, and had generally decent experiences with their providers, but this year it turned out to be a nightmare. We added a well pump upgrade to the coverage in 2014, so that we are covered in case our water supply breaks down. Well, on New Year's Day, our well pump finally died. HMS booked a provider to come out, we paid the deductible, got the problem diagnosed, and the claim was subsequently rejected for lack of coverage. Why? Turns out that in 2016, their system suffered a bug (a fact that their rep admitted to) that resulted in this part of our coverage getting omitted.

Company kept switching to a new subcontractor because their bids were too expensive. Pushed me to take a low ball payout with me covering the difference after working through 4 of their subcontractors. This was a month long nightmare where their margin opportunity was more important that fixing my water heater. I wasn't aware there were caps on costs they would cover, but that was made clear to me by several of their subcontractors I spoke with directly and, with that knowledge, confirmed by Total Protect staff, even though they will not release the cap limit information. So after such a long time the leak finally reached my carpets. Even though the delay was due to their processes, Total Protect said it was my problem, as I had the option all along of either letting them work to find a subcontractor that would meet their price limits OR I could have taken the low payout and hired someone to do the work myself. Since I knowingly chose to let them run their process (versus the option of spending $800 additional with the deductible I'd already paid to have the work done myself). The staff is argumentative and kept pushing me to "just take the payout" if I was so worried about water on the floor. I suggested a couple of plumbers I know, but Total Protect said their sub contractors were selected for their service and support records, but then they kept passing my case to a new sub contractor. Robert, one Total Protect staff member, put me on hold to check with "Authorizations" and never came back. After 30 min, I used another phone and called in. The new agent I spoke read me the case notes Robert entered, saying "the customer disconnected the call" and Robert logged out and went home, all the while we were both listening to the hold music of the line I had supposedly disconnected. In another call, I was literally screamed at by an agent (can't recall her name but I have it written down at home) who just yelled, "you can either wait for us to work our process or just take the money and do it yourself!" My last conversation was with Billy in Case Management, who said they had been sending ongoing emails and calls to the last subcontractor they were working with. When I pressed for specific dates, noting I was going to call the company to ask, he acknowledged that they had sent an initial communication on 18 December and hadn't actually sent another until I was on the phone with him on 31 December (because my carpets were wet now). When he and I called into the sub contractor, Billy told them he had sent "multiple" requests (he actually sent two while we were on the phone... that in his mind represented multiple) and he felt that absolved Total Protect for not doing anything even though I kept calling in to Total Protect and the various subcontractors every two or three days to check on the status. This whole process has been a joke. The last subcontractor told me that Total Protect had pulled the job from them because they were also "too expensive", and that put me back to square one. At that point I called Billy, took the payout and requested they cancel my membership with them. DO NOT WORK WITH TOTAL PROTECT!

We filled a claim on Saturday December 15, 2018 when our inducer motor on our home heating unit stopped working. We were provided with a number to call for the service provider and he responded on Monday 12/17 and visited our property on Tuesday 12/18 concluding that the motor needed replacement. We were told he would order the parts and call us when they were ready. I just spoke with HMS today January 3, 2019 and was told the parts are still waiting to be delivered and they believed they would be delivered on Jan 6, 2019 at which point the contractor would call us but they could provide no further firm commitments on getting this completed.

This company is a scam. Our A/C handler broke and the coils needed to be replaced, according to the tech they sent out. That was on Friday. On Monday, we get an email saying they won’t cover the repair as it was due to rust and corrosion. It is clearly stated in the contract that this is covered even with rust and corrosion. I call the company to discuss and they eventually advise they will reverse their denial and fix it. I next call on Wednesday to follow up with the technician and hear from him the next day that he is waiting on the company as they are deciding if they want to fix or replace the unit. The tech warns me if they decide to replace, we will also have to replace the outside unit and our out of pocket cost would be close to $4,000!! I call to get clarification from the company and am told they just need the tech to measure the area and he has to come back out. Mind you, he’s told me he’s out of town till the following Tuesday. I then speak with them early Friday morning and request another technician to start on the job as it’s hot in Florida and waiting another 5 days seems a bit absurd. They deny my request and say they won’t do that because a claim had already been opened. I respond with all the guy did was test the machine, why should we have to wait another 5 days to get this process started. Latosha, allegedly a manager, said they would not be doing that and continued to snarkily ask me if there was anything else she could help me with. I repeatedly said yes that I would like help getting this resolved. She tells me my only other option would be a cash pay out and do the repair ourselves. I ask what the cash pay out would be, as the tech had already told us to repair the coils would be around 1100 and our out of pocket would be 225. Latosha tells me that she is not going to tell me how much they would give us until I agree to take the money and that once I agree, I cannot change my mind. I said how can I agree to something when I don’t know what we would be getting. Again I get, anything else I can help you with? ????. We hang up and wait till the tech comes back and makes it to our house the following Wednesday, now 13 days no ac. The tech explains that we cannot just replace the unit that’s broken, due to Florida code laws. I call the company back and am advised to have the tech call in as the decision is made between them, on something that effects our house!! Late this evening we get a call from total protect advising that it would offer us a pay out of just under $800, for work they already know is over $1100 to do. At this point, we are over this company and will be calling an actual professional to get the work done immediately. Total protect has now lost our business and I will never recommend them to anyone. We just wasted years of money into this company to be treated in such an awful manner.

My house is getting a little older. I heard about TotalProtect from Pentagon which is the bank I've been with for over 20 years. I thought that if they offered something, it would have to be good so I went with Total Protect. Thus far, the claims process has been good. I had a big issue last year with my AC and it took them from April to September. They sent out three different companies and all of them were pretty good except for the first company that came out to look at my AC. In the end, I got my AC replaced. Nevertheless, TotalProtect has been pretty prompt and fast. I had a good experience with the company overall.

My husband submits our claims with HMS Home Warranty over the phone, but he goes online a lot of times too. The latest thing that they came out to fix was my air conditioner and the contractor came out the next day after the claim was expedited. Our interaction with the contractors was good and fast. One time, they had to order a part, but for the majority, they were able to fix whatever the problem was. We love the fact that if anything goes wrong with any of our appliances or whatever in the house, we have the insurance for. It’s a whole lot easier than going and buying a whole brand new washer, and it is something we don’t like to be without being a homeowner.

My microwave is completely inoperable, one that I purchased new 2 years ago. I have 2 young children and work many hours, so you may understand that this device is very necessary for our lifestyle.

I filed a claim for my refrigerator on 12/3/18. Total protection sent a tech out and the tech stated they couldn't repair the problem because they couldn't identify a part no without the model no and serial no which was missing on the unit. Today is 1/2/19 and my problem is still not resolved, total protection has sent out 4 techs who all said the same thing, that they can't repair the refrigerator without the model/serial no. Now total protection is telling me that it's my responsible to find someone to come out and look at the unit. I had two techs come out and they said the same thing that they can not repair it without the number and instead of Total protection replacing the unit, they keep telling me to call different repair companies. I had to pay the $125 deductible and pay each additional tech that I called to come out, not to mention losing pay from work in order to meet the repair tech at my home. I think this the most ridiculous situation I've ever experience. I've asked them to replace the unit and haven't received a response. So a month later and 6 techs they still refuse to do anything. I'm very disappointed in this company and will not recommend them to anyone.

We have had this service for several years now. I live in Nashville where it is currently 45 degrees outside and the lowest it will get is 37. I filed a claim to get my heater fix a month ago. We had a technician come out and check it out. Told us there was a part that needed to be fix and that he will order it and will be back the following week. Whenever a technician comes out we have to pay a $100 deductible. We paid it the first , cool no problem. We didn't hear from someone for about two weeks. We tried contacting Total Protect and the Heating Company who were going to supposedly fix our heater. But no one will ever answer our calls. Until the 3rd week of waiting on someone we heard from them but they told us they couldn't come out until we paid another $100 deductible which they would use to order the part and then they would come out and fix it. Cool we paid it. Now thats $200 and nothing has been fixed. 4th week now Later we get an email saying that we owe $750 in order for them to come out. I called them and the first person who I spoke with said it was a miscommunication that I didn't owe that $750. Then they called me again that same day and told me that it was $850 instead of the $750 but since there was a miscommunication that they were able to pay just the half off and Total Protect would pay the rest. We pay $425 now thats $625 that we have paid. Once the $425 has been paid they scheduled us an appointment and told us they will be first the in the Morning on the 31st between 8-10. We were so happy thinking we finally going to get our heater fixed. Sike they called us that same morning saying they weren't coming out and that they needed $300 more. As you all can see what both of these companies do is just take your money and never come fix anything. I tried contacting them because they told me I was able to get my refund. No response. So I do plan on filing complaint/suing on both companies.

I’ve had TotalProtect for 5 years or longer and I kept getting them back every year because it's easy. I’ve got them set up on my bank draft and I don’t have to change anything. Calling them to submit a claim is the easiest for me. The customer service is great and I have no complaints with everybody they sent out. The contractors fix issues usually on one time. TotalProtect has been very good to me and I’ve had great experience with them. Also, I’ve already recommended someone and she went with them too.

I have received insurance through HMS related to the one in my house, and after a year I purchased that, the guarantee came through the contract. After that, I decided to extend it. They were fantastic and I was satisfied with their services. The first claim that I had, the guy was supposed to fix something and he was not professional. I contacted the service department HMS and they sent me another company. He came and fixed it without any money. I expect HMS to use their best service and companies and not their average company ABC. The customers have a problem with some companies that are not professional in their job.

Submitting a claim to HMS Home Warranty was fairly easy and I’ve done it both online and over the phone. Navigating through their website was fine and usually, it takes a day or so to get contractors to the property. Everything from HMS was fine but the first crew that HMS sent out for my water heater was awful. They didn't seem to know what they were doing. It took two guys all day to replace a water heater, and I had replaced one in my last house by myself for the first time ever in three hours. So, it was absurd. I re-did some of the stuff that they did because they didn’t do them properly. I also had to buy some other stuff to put a new connector in because they didn’t even hook up everything. They charged extra fees and everything else as well, and I should be getting some money back. Then, they left the trash that they were supposed to take with them. They left the cardboard outside on a rainy day, which was a mess.

Cross Country is the only particular home warranty company for this home. Since I enrolled back in 2013, I filed five claims, one of which was a fairly significant claim. One of the reasons I chose Cross Country was their policy and philosophy, if an item couldn't be fixed they'd replace it, and that was really advantageous for me. Two years ago, our heating system failed and because of that particular policy, Cross Country replaced our furnace, which was probably close to a $5,000 expense so that was great.

I needed my furnace fixed in December, in the Chicagoland area. It broke on the morning of the 26th. I was told they would fix it on December 29. (Mind you, it is winter and I have dogs in the house in addition to 2 people). I ended up paying my own furnace contractor so we or our pipes would not freeze. Oh, and HMS repairman finally called to set an appointment on December 31 - two days after he was supposed to fix the furnace. HMS did nothing to help me even though I called multiple times. I was never able to connect with the same person twice. One customer service rep said she flagged my account as an emergency. They accept my monthly payments but that is thievery. I have done my part in the agreement and HMS has not. I want my money back for all monthly payments for service I did not receive and I want to be reimbursed for the contractor who actually cared and fixed my furnace.

HMS Home Warranty was purchased for us when we bought our home. The first time we submitted a claim, it was terrible. It was hard to get in touch with anyone. When we did, they duplicated our order, gave us a non-reliable company who gave us the runaround, and then eventually, the company that settled with us couldn't even do the work. The second time that we've had an issue was with our stove and washing machine and it went perfectly. We call when submitting claims and the representatives that we've spoken with have been kind and helpful until they can't help.

We had an air conditioning system go out and we had to make a loan of about $3,000 to repair that. We borrowed it from our credit union and in the process, they sent us a flyer about TotalProtect. So far, we’ve submitted three claims and they’ve all been successfully handled. We submitted the claims over the phone but I could do it online if wanted and needed to.

TotalProtect was referred by a friend of mine. I submitted a claim online and they reached out to me within the day. I had one technician come out and had a good experience. Also, the quality of the work performed was good.

The warranty has been a good service. If the air conditioner went and the motor in it had to be replaced, Cross Country did that. When our water heater went, they did that. And things have gotten taken care of fairly quickly. When I had a claim, first, I filled out the automated report. It's easier online then they're going to give you a call. I talked to them and they gave me a number. The technician called me that afternoon to come fix the problem. It was explained to me what was wrong and they took care of the problem. I've never had a problem with any of the contractors either. They're excellent.

We have been without heat since last night. They told me they couldn’t find a provider and would call back since this is considered an emergency bc of the frigid temperatures. They never called back. We have two children and two elderly parents. I called again today and they said they still haven’t found anyone. They suggested we find our own provider but they need to get authorization from a specific department. They still have not called back. This has been a terrible experience.

TotalProtect Home Warranty is great. If they can cover something, they let me know they can cover it. If they can't cover something, they let me know they can't cover it, or they don't cover it. There's no ambiguity with wondering, so it is a good thing. They explain everything and they listen. They don't rush me off the phone or act like I'm inconveniencing them. Submitting claims is an easy process and they get back to me right away. The send me an email to follow up.

I had no problem getting my gas pack repaired but when it came to replacing it almost a month to get a new one because their employees cancelled my contract. So we suffered in 20-40 degree weather with no heat. Even though I constantly called them they never told me my contract was cancelled by them, they tried to convince me that I had cancelled it. If it had not been for my installer I would probably still not have heat.

I purchased my home five years ago and a home warranty was included at the settlement table. I was provided with HMS. At first, everything was fine until the plumbing became an issue. I have an older home that runs on one water line. When that line is backed up, so is everything else. I reached out to HMS for some help and the first service call went okay. That was five years ago.

It would be so nice if I could give a zero rating. This company is connected to Sears and I trusted them because of their affiliation with Sears. My range has been out of service for over a month. I pay $50 a month and $75 per visit. I was promised a replacement range...never got it. Part never came in. Supervisors are never available. The kids they have answering the phones are clueless and will tell you anything to get you off the phone.

I liked TotalProtect Home Warranty’s price and service and as soon as I had a claim, they acted on it. For my water heater and dryer, TotalProtect sent techs who were knowledgeable and friendly. Plus, they called in advance to let me know that they were coming. They were punctual.

I bought a house, new construction 14 years ago, never a problem with oven. Two years ago oven stopped working. I purchased home appliance warranty plan with Sears and filed claim. They came and replaced the circuit board. One year later same issue. Cross Country, who took over my Sears Home Warranty account, came out and replaced the circuit board a second time. Eight months later, same thing happened. They came out again. Technician contacted CCHS service dept and told them the circuit board went out again and advised CCHS representative to initiate a replacement wall oven this time. However, this time CCHS rep told the tech at my house, that they were going to deny my claim based on "improper installation." Funny, they were the only ones to ever repair the oven. The tech was surprised to hear this too.

My furnace quit on Wednesday. They had only one provider servicing my area. I called that provider; they said they were booked up and total protect would have to find somebody else. Since then I've been waiting in below-freezing weather for 'dispatch' to find me someone to fix my furnace. I was told it could take dispatch 24 to 48 hours to find someone to fix my furnace and if they don't then at that time they will allow me to find someone in my own I have to pay the bill and they'll reimburse me. We've already established totalprotect protect is only contracted with one provider in my area and that provider is backed up. So I'm going to be stuck on the Friday night before the weekend and then New Year's Eve and New Year's Day trying to find someone on my own, because they won't admit they have no one to fix it until the 48hrs is up. What use is a good rate if you are spending 2 days in 18 degree weather waiting for them to.help you? DO NOT USE THIS PROVIDER UNDER ANY CIRCUMSTANCES!!!

To date I have made 3 claims with HMS Home Warranty and each time have had to wait weeks without a resolution. Our most frustrating claim was when our air conditioner broke. We were told that the company completing the repairs would be to our home between 1-5 on a certain day. After taking the time away from work to greet the repairman, he never showed. We called the company to see if they were just running late and were told that we were not on their schedule and they didn’t have availability for over a month and could not come out. After calling HMS Home Warranty they said the would escalate the situation, which seemingly meant nothing because we never got a return phone call.

Filed a claim on a home I just purchased with polarity issues due to wiring. Was denied because their technician didn’t wire the house? Then, when I asked what they do cover, I was told to read my contract myself. Also they stated that they would cover normal “wear and tear” on electrical, or something that shorted out!?! I mean, how does an outlet or switch short out... because it was wired INCORRECTLY. What a joke.

We received the warranty when purchasing our home and when it was about to expire we decided to renew it. This decision was based on a prior successful service call. This time I did receive good customer service during the initial call, however after finding out our water heater had to be replaced I called back because today is Thursday and next week begins with a holiday (New Year's Eve and New Year's) and we have no hot water, therefore we will be without hot water for several days.

Furnace went out 12/21. We called and started a claim. We were told it would be about 24-48 hours to get a service provider out. We were understanding that the weekend before Christmas might take some time. No one ever called us back. After several attempts to reach someone, we were told they had dispatched to a service company and gave us the info to follow up with. When we called that service company, were told that they do not do work for HMS and have asked HMS repeatedly to remove them from their network. After 2 more days and no calls to us, we called our own company and paid for the repair out of pocket. As I write this review, I have been on hold with HMS for over 25 minutes trying to see if we can get reimbursed. What a complete joke of a company.

The worst customer service I've ever had. I'll never purchase another product of theirs or utilize any company associated with their services. It was truly, that bad. They took almost two months to replace a failed microwave. It's been two weeks for a dishwasher. Speaking to a supervisor has no effect on their response times or customer service.

December 10th, Serviceman diagnosed timer needed and “Contractor has part in stock but HMS likes to use their own parts.” I’m 3- weeks and HMS says, “Part is still on back order.” Now December 27th, HMS's part still on “back order”; when HMS knows The Contractor carries that timer part in-stock. === PREVIOUSLY: December 1st, 2018, HMS hasn’t any contractors in my area of Ocean City Maryland. This is the services HMS promised to provide me; not the opposite. If and when I find a contractor; I must follow HMS rules and regulations per HMS email of instructions. Needless to say, my issues of getting a contractor have not been “Successful” to date when all that is needed is a thermostat.

When I bought my house two years ago, HMS called and I liked what they offered. They would help me repair products that were in my house that my landlord would previously never fix or if I had to fix it and I was charged an amount that I couldn’t afford. With HMS, I pay a monthly thing but it is nice when you need it. It is really easy filing claims too. But when I was trying to do it over the internet the last time, my dishwasher became my washing machine. So I said that I would call somebody who can actually understand my pronunciation. Even on the phone though, they don’t understand my accent, or lack thereof. I slur words and I don’t enunciate. So it was difficult. They were getting the wrong products. But the people on the phone are very nice and very courteous. They help us out. Even if we are not sure of what we are talking about, they generally know.

I advise anyone looking for a home warranty to shop around and stay away from HMS. I've used them before for several minor repairs and didn't have an issue. I thought they were the best thing since sliced bread until now when I actually had a unit replaced. I called HMS the morning of Dec 17th to have someone check my water heater as I didn't have any hot water. A service provider came out the next day and suggested replacing the unit since it was almost 20 years old. I called HMS the next day (Dec 19th) and they said it would take up to 3 business days for approval. Considering we were approaching not only the weekend but the holiday, I asked if it could be expedited, to which their response was no.

When I bought my home, it has Cross Country Home Services included in the purchase. I've been using Cross Country for about eight years and I've had good experience with them. Submitting a claim to them is fine. If I call them up on Monday, the contractors would be here a couple of days after. When we call on the weekends though, you can't get a contractor. You have to wait for Monday. The contractors they send here were nice and they do a good job. Professional Plumbing is one contractor that Cross Country uses, and they're the best. I can call them right now and after a couple of hours, they'll be here.

I had used several other warranty companies years ago and they kept getting sold to different people. When I had a claim for an air conditioning unit and that company wouldn’t fix it I decided to find a company that would. I started asking around and found TotalProtect. Submitting claims has always been prompt and things have been fixed and repaired.

I'm very dissatisfied with the way my last service request was handled. I've had very good service from Cross Country up to this point. In reading the other reviews that were posted to this site, I can certainly relate. They will provide great service until it becomes too costly for them. It appears that Cross Country's business model is to deny claims when it's too expensive. My refrigerator wasn't working so I called them. They quickly sent someone out. The service guy said that, whoever worked on the fridge before, did a shoddy job that could have caused a house fire. Cross Country denied my claim because there was an electrical bypass. The only work done on all my appliances were done by Cross Country's technicians! I would advise anyone looking for a home service contract to stay away from Cross Country. I would not recommend them.

HMS came as part of the package with the house when I bought it and it has already proven to be an amazing gift. When I had to submit a claim, HMS was awesome. I called the number and put in the information. They gave me a claim number and made me an appointment with someone. The people then called me immediately to come to the house, and the item was repaired in one day. The contractor was really nice and knowledgeable. He explained everything to me, which really made me feel better. He also taught me some things so I know what to look out for. I had a heating and cooling problem, which was a big deal. I held on to the claim number thinking if something went wrong, I would be able to cue on somebody. But everything has been perfect and I never had to make a callback. The experience was absolutely fabulous! I'm very satisfied with HMS Home Warranty.

I call in to HMS Home Warranty when I have a claim and it's automated. I follow the steps and I'm done. I've done two claims so far and the techs who came out were great, professional, and friendly. The quality of their work was very good, too.

I decided to sign up with Cross Country years ago and I'm happy with them. I'm satisfied with everything, including the timeliness and the quality of work every single time. Everybody that I've spoken to has been nice and friendly, and on average, it takes a day after a claim is filed for a contractor to come out. If something happens at night, I call 24/7 then I would have an appointment the next day. All the contractors they've sent out has gotten the job done too.

I heard about TotalProtect through Grow Financial. Our appliances are getting older and I thought it was a good deal. It’s very easy and quick submitting a claim to them. Navigating through their website has been easy as well. It takes about 48 hours to get contractors out, sometimes, 72, depends if I do it on a Friday. I can’t get somebody out until Monday. But when the contractors arrive, they have been very nice and very courteous. One time, they worked on my air conditioner. They had to order the part, get approved and get the part. That took about a week. The part then came in, got installed, and everything is fine.

When we purchased our home 10 years ago, U.S. Bank with whom we had our mortgage offered the program with TotalProtect Home Warranty and we've had them since then. I’ve also referred about 15 people to TotalProtect. They do great service and it's something that as a homeowner, you can sleep a little bit better because you know you’re covered. And I really haven’t had any problems or issues with TotalProtect, so I stayed with them. They're like any other business. Their main support is with the vendors and the service companies that are in your area. Sometimes, those service companies are the ones that you may have a problem with. But TotalProtect corrects it and they get you another company to come in and do what is necessary.

I have an unfortunate amount of experience with this company. To their credit, when the case is very simple things get resolved in a timely manner. I had a washer that was broken beyond repair and they processed that claim fairly quickly. Outside of this, every transaction has been a nightmare. To start with the biggest problem, I have had a very costly claim denied because of their incompetence. My gas boiler broke and was spilling water all over the floor. We contacted HMS and were given a technician that did not answer calls or even have an answering service set up. Because this was putting both my house and family at risk, we were forced to contact a technician on our own.

We have been beyond patient with HMS. We bought our house around Thanksgiving last year and as part of the closing we got a 1 year policy with HMS. Immediately our furnace stopped working correctly. We placed a claim but by the time they got someone out the problem seemed to have fixed itself. A couple weeks later the same thing happen. Another call another service tech. He checked some things and said everything should be fine.

ended up costing around the same price as the original quote. I then received email saying that it was under review and to give them 2 to 4 weeks. Five weeks later I called about reimbursement, was told that they had not received any information from me. I told them that I had a confirmation email stating otherwise. Now they are saying that they need a reason for the failure of the water tank. It just feels like they are trying to find any excuse not to reimburse me for doing their job.

I was with AHS prior and we had some issues so I wanted to give TotalProtect a try. I needed them almost immediately and they were very responsive. It’s been almost a year now and so far, it’s been a great experience. I file claims online and I love the website. In terms of the contractors, everybody has also been great. Even when we were having the issues with the plumbing initially, they were still really great. It took two to three plumbers before we found out what we were dealing with. But other than that, it was a good experience. All of the technicians and folks have been polite. I enjoy the company. It’s reasonably priced and I have the automatic withdrawal so I don’t have to worry about being reminded about being late with the payment or missing a payment and not getting a service. So I love it.

TotalProtect Home Warranty has been good with us. Anytime anything breaks or needs to be fixed, we would make that phone call and within a day or two, technicians would be out to check whatever is wrong, they call TotalProtect and they do it within hours. They either fix the appliance or replace it, whatever they need to do, and they’ve been really good. They’re great and very professional.

I called HMS Home Warranty when I had a claim and the reps I talked to were personable and helpful. They followed up as well and they were pretty much everything that I’ve expected. Then I had to call a vendor and things kinda worked from there. The techs who came out were excellent, too. They came when they said they were supposed to come and they fixed the problem quickly. I got to use my appliances after they were completed. If a friend would ask me about HMS, I would tell them that I wouldn’t buy a home without their warranty.

When I signed up with Cross Country, they were the only one that was really marketed to me at the time and I went along with it because it seemed like a good deal. We've been covered with them for about ten years now and I've had the same warranty the whole time but I got confused when they changed their name to ResidentialMD. On the other hand, I had the warranty for so long and did not do any claims. I think they dropped my deductible from $150 to $100, and that helped even more. The warranty is definitely valuable because if anything goes, I can pay 100 bucks without having to buy a new unit for 400 or 500 bucks.

Absolute worst company I have ever dealt with in my life. The customer service people don't help you - they just agree with everything you say and apologize. Nobody calls you back regardless of who you leave a message with. All calls end up in the customer service call centers. If by chance somebody give you a different phone number to call, it reroutes back to the call center. The hold time is 20+ minutes on every call I made. If you do get a home warranty through this company, they will take your money and leave you hanging. Such a shame that companies do such things! I wish I could give -stars.

We put a claim in on Nov 18th for our Bosch washer. We had a tech come from a service company we have used before and he said we need new motor board. A part came in which of course took a few weeks and it did not fit! So he called whomever and an office gal said they even contacted Bosch. Now as of yesterday we were told your firm has gotten involved trying to find part! We are very frustrated as we do not get calls from your company even though I was told yesterday by the repair company who called the (backdoor) number that we as consumers aren't able to use that someone would call me. Well finally today I got a person,amazing from Total Protect , who told me parts are on the way! Should arrive at repair co. on Monday late and well Tuesday is Christmas so no one will be working. The time, wait, all the calls i made and the cost of doing laundry outside of home is outrageous. Now I just got off phone with the service company and she can't book an appointment till parts come in and they go back to work on the 26th..so I'm screwed for more time without a washer! This process takes too long, somehow things should work a bit faster for the home owner. Nov.!8th, staretd, way too long as far as I'm concerned.

Called to get my AC fixed, tech came out, got it working but kept hearing banging and chirping sound. Called Total Protect back several days later, same technician came out, said it was heater part of the AC that was staying on and that was the reason for the noises. Technician got the noises to stop by disabling the heater part of the AC now I have no HEAT and its December 21st! I did not know he did this when he left!

My built-in microwave broke down so HMS sent the tech to attempt repairs wherein I paid the $125 deductible. Tech recommended replacement. The offer from HMS was for either the lowest end and cheapest GE replacement at $240 in a color that did not match the appliances we are going with in our kitchen or an insulting cashout offer of only $161, barely covering the deductible. When I asked to pay out of pocket for the stainless steel model (extra $40), was told no. Called and spoke with a so-called case manager, who expressed understanding with my complaints, but could not promise a change in the offers. Called several days later to find out the offers/options remainder the same. HMS has the audacity to call me a valued customer? Some value. I am out; No way I am renewing and no way I can recommend HMS. Very cheap.

TotalProtect was referred to me by my brother. My brother and one of his friend had it, and they told him about. Submitting a claim has been very good because we called them and they were out the very next day. One shot, they had what we needed to have it fixed and it was done. One time, my husband called and they sent someone out. They gave him an appointment and they sent someone out. My husband seemed to have been very pleased because the person was knowledgeable. They explained to him what was going on and they fixed it.

When I have a claim, I submit it over the phone with TotalProtect and everything is taken care of immediately. They set me up with whoever is with them to do the work that I need and the professionals that come out are excellent. I’ve never had any problem or any fault with any of them. They’re clean, neat, and very efficient. I have TotalProtect for over 15 years now and I’m very pleased with them. I also recommend them to anybody that I know that has a house or is gonna buy a house. I tell them that TotalProtect is the best one.

When I bought my house, HMS came with it. I usually submit a claim online and their website was fine. So far, the interactions I had with their technicians went smoothly.

I have an incredible story to share with you! It all started with a broken water heater, reported to TotalProtect Home Warranty, on Monday, December 10. We opened a claim, and Reeves Air Conditioning & Heating came out the next day to assess the water heater. Yup, it needed to be replaced. It is now Thursday, December 20, 2018, day #11, and we still have NO HOT WATER. Why? I wish I knew. However, here is what I DO know…

I have had HMS for 3 years. I have had excellent service until now. I reported a broken dishwasher on 12/6. They had someone come out the same day which was great. They had to order a part which took 2 weeks to come in. Not so great. The part ordered did not fix the dishwasher and the contractor recommended replacement. OK. I called this morning to follow up and was told that HMS wanted a second opinion. The soonest someone can come out is January 8. Totally unacceptable. I called 4 times in a 2 hour period to explore options. The last time I called, I asked for a supervisor. Was told a supervisor was not available and that I wouldn’t get a call back for 24-48 hours. Totally unacceptable. Why do you need a second opinion when using an HMS contractor? I have a family of 6, and the time lapse is way too long. I am not unreasonable, but expect prompt service. Very disappointed and thinking of going with a better company.