Cinch Home Services Reviews

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 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.

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 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.

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.

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.

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.

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.

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.

This company has taken our payments for over 10 years and when our furnace was condemned as a health hazard they said it would take 2 weeks for them to ship THEIR furnace, and the temperatures outside were in the 20's! THEY ACTUALLY SUGGESTED WE USE SPACE HEATERS! Since we could not wait and had to buy our own furnace to provide heat they stated would give us a buyout price if we did that, they have now refused to do that!!!!! This company is BS.

I've been with Cross Country for 10 years or so, and on the first time I used it, I called them and got a live person. The second time, I went online. I filed a report, and they got back with me quickly on it. I've had two different contractors, and I've been very satisfied with both of them even so much with the latest one. He came and diagnosed the problem quickly, and he had to get a part for the unit. He kept in touch with me the whole process, and it worked out fine. I had to go out of town, and he'd gotten the part here. I left the key to the house, and I only met him once before but I felt comfortable with him. He came in, did a wonderful job, and nothing was disturbed. He called afterwards to say it was all done.

The water heater failed and the first company that TotalProtect sent out dragged it out for a week and I was without hot water. They were not good at all and they were trying to rip me off. They told me that an AC line had to be moved. I called TotalProtect and told them that I was having a problem with the plumbing company that they sent. They said that they would get somebody else and assigned me someone else right away. The second company was out there the next day. He pulled the water heater out, and the next night, he came by with a new one. He put it on and it was all done up to code. It worked out perfectly.

I have been back and forth with HMS for a little over a month now. Everytime I call I get the same runaround saying that it is being processed. I was told I would get a call 3-5 days after the service guy left. Everything was approved and I was covered. They were going to replace my washer. I called about 5 times already and nothing. One lady told me that it was sent to the wrong place and she sent it "directly" to the supervisor and I would get a call... Nothing. Called and the rep that answered continued to leave me on not hold but just silent for 10 to 20 minutes at a time. He was very, very rude. If someone doesn't respond to me soon I will be going to the BBB to get this taken care of. I need resolution. I have been without a washer for over a month. I pay my bill on time EVERY MONTH!! Why can you all take care of this on your end!!!

We have used Total Protect Home Warranty for several years with good outcomes. However we are in a rural area now and as of late the wait to find a service provider to come to our home is unacceptable. Most recently, no one has come out on my electrical recall claim I placed last Wednesday.This morning I was told that in order to be reassigned they had to recieve a report from the original company. Christmas is only a few days away and I have no confidence that this will be resolved before I have a house full of company for the holidays. Meanwhile, half of the electrical plugs in my home aren't working. I'm only asking that things be taken care of in a more timely manner. It seems to me the company doesnt have enough service providers available in rural areas.

There was a recommendation from our broker to have warranty with HMS and so far, it's been very easy to submit a claim. I call and the representatives are very professional. They've been helping us very well and the experience has been very good. The problem is not HMS. It's the dealers they contact. Sometimes they would call me and come in the same time they said they would but sometimes, they would not.

I had TotalProtect in Sacramento, California. I've been with them since the early 90s. Overall, TotalProtect over the years has been pretty good. They replaced the washing machine when it broke down. We were quite satisfied with that. It took several weeks in order to get everything squared away, but once that was done, it was okay. There was also the claim on my hot water heater. I had to wait on the parts for that. We went more than a week and a half without hot water. When I had a problem with my stove, I made my claim over the phone since I much prefer that method. The technicians came in a day or so. They were courteous and knowledgeable. They knew what they were doing and they did a fine job. It was a stove so the repair was very important.

This is the third year I've had SystemProtect and they were fine. They were doing a good job. They call when they're supposed to and check on things. I would like for them to hook me up with people in my area though, not 100 miles away. They have sent people out several times and I have been really well-pleased. I call and talk to a person when I have a claim and I've only had one contractor that I was not happy with. It was an air conditioner man. I have two units and he was supposed to check the big unit. But to my knowledge, he didn't do anything he was supposed to do and charged me $100 on the side for what he said was putting Freon in the smaller unit. I had not asked for that at all though. I got took by that. But that company was from Pine Bluff and since then, I've had another one that I was perfectly satisfied with.

I wanted to keep myself from paying for repairs when something breaks down. So, I looked into a home warranty and I got one from TotalProtect. I’ve been with them for over 10 years now. Submitting a claim with them has been easy and the technicians they have sent out were very professional. The quality of their work was very satisfactory, too.

I am an existing customer with a complaint about the service I've received concerning a recent claim. I called Sunday evening the 16th of Dec to submit a claim on my home heating unit which stopped working, I explained to the representative that the heating unit stopped working and when I checked it out in the basement I thought I smelled a faint gas odor. I turned off the gas to the unit and called for a service appointment. The rep took my information and told me a service provider would be coming the next day. I received a text from their company stating the service company would be coming on Monday at 10am and I should call the company to verify. When Monday came no one called or showed up. I called the Service company (Mid Atlantic Heating and Air) and I was told I wasnt even on their schedule for Monday and the first available appointment wouldn't be until Tuesday between 10 am and 1PM. I said ok and on Tuesday I waited until 2pm and no one called or showed up. I called Total Protect Home Warranty to complain that the service company had not shown up. The rep said she would call the service company directly to get a time for me while I held the line. When she returned she told me the company was a little backed up and they would be showing up later and that they would give me a time. The service company called me several minutes later to tell me that their tech was sent to an emergency call and that they could not make it to my home until Wednesday. I got angry and told them that my family has been without heat for two days and that I smelled gas from my furnace and didnt they think that constituted an emergency? The person on the phone said he was sorry but there was nothing he could do. I hung up and called Total Protect Home Warranty again to complain about the second delay and the Rep said they could get someone else to come out, but it wouldn't be until Wednesday. Since I basically have no choice I agreed and told the rep that I have already taken 2 days off of work and now I will have to take another day off the get this fixed. This is in addition to my family being without heat and I'm still concerned about a gas leak. If this is the kind of service I can expect when I make a claim, then I might as well take my business else-where an make sure people know what to expect from Total Protect Home Warranty.

Our family room ceiling fan stopped working on Thanksgiving day. We were told that it needed to be replaced by their service contractor. Now several weeks later, and hours on the phone with Total Protect, for what seemed like a straight forward problem, we have been told that the fan can only be replaced with a $150 fan which is a builder standard fan. We bought this fan for $500+, five years ago. Needless to say, we are very dissatisfied with getting a cheap replacement fan for the main room of our home. We've paid into this insurance for 5 years without any claims, paid the $100 co-pay as required, and all we've received in return is disappointing coverage for this one small problem. We can't imagine what would have happened if our furnace stopped functioning. We been duped into thinking that we had good home warranty insurance. To add insult to injury, we want to drop this terrible insurance, but the only way to do that is to pay a fine of $285! Buyer beware...if you really want home warranty insurance, do your research. I would never recommend Total Protect.

At $45 a month, Residential MD covers all the stuff. I told them to sign me up and at this point, I've been with these people for about eight years. We've submitted several claims, from plumbing to microwave. They've also done our hot water heater and central air conditioning. The most recent is the refrigerator and almost every time, it's turned out well.

I have TotalProtect's number handy in my phone and I use that to file my claims. I had a problem with my AC and that was covered. Technicians came out and took care of it. They were fixing the AC and a part fell. They came out and put another part on it, the same one. I had another claim about two weeks ago but that wasn't covered under the warranty.

I have been waiting since November 28, 2018 to have multiple items repaired. It is now December 17th and I still do not have ANYTHING repaired...MOST URGENT is my FRIDGE.

Our AC and heat has been out since September. We were denied fairly quickly due to "preexisting condition" of the unit since it broke shortly after we bought our new home. After submitting our Home Inspection report and receipts showing there were no preexisting conditions and that the unit had been serviced and verified that it was working well before we purchased our home, we have been playing the waiting game. We submitted our paperwork proof originally in October, but they didn't receive it. They did not tell us, so we resubmitted in November.

The seller of our home had included an HMS home warranty. About six months after moving in we had a furnace issue. The furnace completely stopped on a winter in WI where the temps were below freezing, it was snowing, and we had children in the home. I called HMS and after spending hours on the phone before they would even agree to scheduling an appointment they said they’d have someone out within 3 days. This was already against the terms of their service because our freezing temperatures qualified us as an “emergency call.” They still said three days and advised us to “stay with family.”

We use Residential MD which is with Cross Country Home Services and submitting a claim is easy to a degree. My wife does it online but when I called trying to find status on some things, it was really a headache. On one of the last claims, I kept trying to get people an account number and nobody can pull up who we were or what we were. The contractors have been a breeze to work with but some of the customer service people have been idiots. Having to talk to two and three different people to try and solve one issue or find something is very problematic. Also, the deductibles keep going up which is disheartening and we never really receive anything about this in writing.

When we bought our house, HMS Home Warranty was in the contract and I haven't had any problems, so I just stayed with it. We’ve been using them for three years. I’ve submitted claims both online and over the phone. Everyone that I talked to has been very helpful and pleasant. The first contractor that we ever had was not good. They said they changed out a part and then, they didn't. Then, you couldn't get in touch with them again. They don't work with HMS anymore either. Other than that, everyone has been great and quality-wise, everything has been good. HMS's service is way simpler than trying to figure all that out on your own.

Our experience with TotalProtect has been great. I usually call them up for claims, which to me is simpler, and the most recent one I submitted was for my air conditioner. Their contractor came out and diagnosed the problem. The unit was completely shot and the diagnosis was sent to TotalProtect. TotalProtect replaced the unit and so, I'm tickled with it. We've had TotalProtect for 13 years now.

It was excellent with HMS Home Warranty and the claims process was pretty easy but I had two complaints. My hot tub wasn’t heating up and they said it was not covered. I read in their literature that it covers spas, but they said mine was not included. So, I was out on my own with that one. But they covered the furnace pretty well and the service on that was pretty good. they came in first to evaluate it and they came back three or four times and fixed it. That furnace went out on a Sunday and they said I would be responsible for the double time. So I said I have a fireplace and I would wait until Monday. The service company that they picked worked fairly well. And there was a special part they needed and they got it that same day and put it back in. So, it was really timely done. There was just this $100 deductible but they covered everything else. So, I was very happy and that was convenient.

I’ve been with TotalProtect since 2011 and I would recommend them. It came when I bought my property in Florida and I stayed with them. From my experience, the best way to submit a claim is by a phone call. Their contractors were very helpful and I’m very satisfied.

When I submitted a claim with HMS Home Warranty, I called their 800 number and when I finally got through the prompts, I got to a customer representative. The reps have been very helpful. They took my information and handled the claim. I've been with HMS for three months now and I’ve done that twice. The schedule of the contractor that they choose varies, but in both cases the turnaround time for them to send someone out was less than a week.

My experience with TotalProtect Home Warranty was great. I usually go on the website or I call the 800 number to submit a claim but I don’t like to talk to any automated stuff. I always bypass that to speak to an actual person and I set up the appointment through that person. I tell the reps what is broken and they usually look and see when they’ve got an opening and they get me in. So it’s usually quick. I’ve never had to wait very long to get somebody else to fix it. My experience with the technicians who come here is also pretty good. Usually I give them a rundown of what broke, show them where it’s at and just let them work. The quality of their work is good too. Everything that has been fixed has stayed working so far, which is good. We’ll tell our friends to definitely get TotalProtect to save money in the long run.

I have three warranties with HMS Home Warranty on properties that I own. Thus far, submitting a claim to them has been a very seamless process. Whether it's over the phone or online, it's very easy to do. The last claim that I had done with the furnace, I was able to get someone out within two days. However, I ended up having the person come back out because I thought there wasn't a problem when there actually was. Still, it was a quick turnaround.

Everyone in customer service at Cross Country was friendly and answered all the questions that I had. When I submitted claims, they gave me the claim number and let me know the name of the company. They also told me that the person would be contacting me within 24 hours or they would go ahead and set up the appointment. One company told me that they were waiting to get information from them regarding the miles because they weren’t in the area. Another time, when the company I called didn’t call me back, I called Cross Country and they gave me someone else’s name. In January of this year, I had my heating unit worked on. Once it started to get cold, I tried to get it on but it wouldn't work. So, someone else had to come back to do something. It’s getting old and I've been here for about 16 years, so it's about time for a new one but once the contractor has fixed something, the quality has been fine.

When we bought the house for our son, the furnace stopped working within 30 days and it was dead of winter. We thought it was the thermostat so we just bought a new thermostat. We called HMS and the techs came out and told us that the blower needed to be replaced. We've also had a service call on the stove. When the techs came out, they said it wasn't the stove but we needed electrical work done instead. We hired an electrician and had a whole electrical box reworked. Then we had a claim on our current home where the freezer stopped working and the tech came out and ordered the part for the condenser.

I’ve seen the advertisements of TotalProtect before and almost everything in my house is relatively new. So, I figured, I’d try it. The first claim wasn’t very good because I found out that TotalProtect doesn’t totally protect you. It was an electrical problem, and the electrical problem turned out to be with the meter connected to the house. And because the meter box had to be replaced, so did the panel inside the garage also had to be upgraded. They wouldn’t pay for it or help. I can understand them not paying for the box where it connects into, but they wouldn’t pay for anything else either. So, my first experience was not very good.

My experience with Cross Country Home Services has been fine. I file my claims by phone and I talk with a representative. Whenever contractors were sent out to do anything, they did well.

On Wednesday, 12 December 2018 I called in a service request for my hot water heater because the termite inspector told me it was leaking from the overflow and the seam was cracked. The individual I spoke with told me the request was in and that someone would call me. On, Thursday I called to follow-up and was told that nothing had been scheduled. That person "put-in" the request. I contacted the company that was supposed to do the work and was told that they no longer contracted with Total Protect and they did not do hot water heaters. I called Total Protect, again, and a "new" provider was scheduled...appointment set for 14 December, Saturday, for me to contact them. They had closed for the day. I waited Saturday. When no one called, I called Total Protect, again, no help, supervisor too busy to speak with me. So I called Saturday evening and was told the service was scheduled for 18 December. I was never told who, or given a contact number. That they are trying to find someone. Very unprofessional that your own people do not know who you have contracts with, they don't even verify the information and basically blew me off! If your company is going to sale the idea of providing service to its customers in all areas of the state of Georgia then you need to do just that! Otherwise, I have wasted my money and you have lost my trust in being able to provide the service I am paying for. You will have to do much better than this! I pay for your service, to have a little piece of mind, expecting professionalism and dependability from your company. My time is as important to me as my money is to you, and I am very frustrated as well as disappointed.

I moved into our new home and although I could do a lot of things myself, we knew at some point that things begin to break down. That could be very expensive, so I looked at what Cross Country had to offer and signed up with them. They have always resolved their part of the deal very well. However, the wait from the time you make the contact until you get the actual service person could be improved. There are a lot of things to consider, and the fact is that when something goes wrong, it's not always the most opportune time. It can be in the middle of the night, a weekend or a holiday. Last time I had to wait four days before I got a person to come and repair the refrigerator.

Cross Country was recommended a few years ago through my mortgage company and they changed names over a period of time to different things. I stayed with them since they do good work. Their customer service has done everything I’ve asked them to do so, I have no complaints about them. We have three PM maintenance a year and they have been reliable. They outsource the people to do the inspection and I had a complaint a few years ago about a contractor from Charlotte. I didn’t like who they were and what he did. I felt he was just a fraud to get an extra service so I asked Cross Country not to send them again and they never did. One of the better ones was out of Salisbury, North Carolina. I'm satisfied with Cross Country right now.

The woman who sold me the house bought the HMS policy for the first year. She paid for it, then I renewed it in May and paid for it myself. HMS takes really good care of me. Whenever I call them, I'm on the phone no longer than 10 minutes and the problem is taken care of. They are fast. Right then and there, they set the appointment with the technician. They also send quality technicians out here. All of them are certified, so they do everything by the state law codes. The cost is very reasonable too. It's $500 a year which was paid during the first call. I have a 2,000 square foot house and extra appliances, and they cover all of it. You can't just beat this deal. I wouldn't go with anybody else and would definitely recommend HMS.

We are very satisfied with TotalProtect. After we purchased the house, I got something a flyer in the mail with their advertising and we've had them ever since when we bought the house in 2010. We submit our claims over the phone, and it's always been very professionally taken care of. They're very on time. I've never had any problems with any of the claims. I've recommended TotalProtect to other people in case they're interested in getting a policy like that to cover their home appliances.

The previous owners of the house had HMS Home Warranty on it when I bought it a year ago. I had good service before and it was wonderful, so I renewed it. When I submitted a claim, it went very well. I can't ask for more than the service that I have. I had a leak, the man came right away and fixed the problem right there. It took him two hours and it was very well done. I don’t have any problems and I’m happy with what I got now.

The membership with HMS Home Warranty was given to us by our Realtor when we purchased the house. We've had them for almost three years. It seemed easy to stay with them and they are reasonably priced compared to others. Also, they've always come through in the end, but at times it took a little bit of persuasion. There are people in our area that do the kind of work that HMS covers, but typically they will not do business with HMS. I don't know why. We waited three weeks to get our furnace repaired and we've had three different plumbers come because the first two they chose didn't get the job done right.

I recently had plumbing work done through TotalProtect Home Warranty. I phoned in the claim and the guy they sent was really nice. He came within a day or two and did a really good job. However, I still hear the leaky water. Nevertheless, before the contractors came and fixed it, the water was running and I couldn't get it to shut off. Now it's running less. I'm hanging on to TotalProtect because they replace appliances. I'm just hoping they'll continue to cover what they say they cover.

Filed claim in March of 2018. Was offered a buyout since they didn't have the same model. Thought all was well, but the buyout check never arrived. It is now December to 2018 and still no check. Every time I call, I get the runaround saying that it was mailed and they would have to stop payment and to wait 10-15 business days. Still no check. Beware of this company!

I have been their client for two years and have not needed their services. After two years my Fridge was not working, They sent out a Company ,we paid the 125 dollar fee and there was a part needed to make the fix. The fridge was not working at this time, now fast forward to today, it has been three and half weeks and still they have not fixed it. After waiting 11 days for the part and getting every story from its back ordered to its been shipped, finally arrives and its the wrong part they sent, the service guy had given them the right part, Another week passes by and I check in they tell me that they are waiting to get the wrong part back from the service team, before they order the new one. You would think if they made their customer already wait 11 days and they were at fault to send out the wrong part they would try to resolve the situation. I guess they don't trust the companies that they have hired to do their services. We are now going on day 23 and still no news on the part. Their call center is a joke, they put poor operators there that can't help or answer any questions. You ask for a supervisor they say we don't have one, we make a request and they will call you back in 48 hours. Well I put in a request and its been more than two business days and they have not contacted me back. These people have no clue, about customer service or experience, in my company if we inconvenienced or did wrong by our customer, we go out of our way to resolve the situation. These insurance companies need to be regulated by consumer groups, they collect the money and when you need them, they leave you there. They can't even give you an honest answer or any kind of news when the situation will be resolved. DO NOT DO BUSINESS WITH THESE GUYS, YOU WILL BE SORRY. They are masters at giving you the sales pitch, but zero at delivering service. Whats an average person use insurance once every 2 to 3 years , and they can't even help you when you need them. I have never dealt with any company that is more incompetent that TOTAL PROTECT. I have given them every chance to fix the situation but no one gotten in touch with me except the poor call center people who are sitting ducks with no answers or authorization to do anything. I wish there was a negative 5 star I could choose.

Part to fix my dryer not available. After weeks of trying to get information, I offered to buy part (could get it in 2 days) and co. reimburse me. They refused and said I had to wait until part found.

This company was unable to fix my wall oven, and offered a replacement that was significantly inferior to our current model. They offered a replacement that was 25% of the value of the current product, or a buyout that was even less. I spent so much time discussing this with their different levels of management (which by the way is the least articulate group of management I have ever spoken with), to no avail. It appears at this point I am left with a $1100 buyout for an oven that will cost me over $4500 to replace. The only reason I had this product was due to the previous owner's purchasing this. I would encourage you to look at other companies, I have great success with Firs American, and American Home Shield in the past, and will be replacing this warranty with one of those policies.

TotalProtect Home Warranty was recommended by someone who was credible and after doing a research, we thought it would be good for us. Submitting a claim to them is very easy, easier than one would expect it to be. I usually do it by calling them. If it’s after hours, I put in my claim to the automated system. If not, I speak to someone and tell them my situation. In most cases, someone has been out within the next two to three days. But worst case scenario, it’s been about five or six days, but that’s always explained in advance. And then the people from whatever company comes out. They do the labor and I pay them what used to be a $75 deductible, which recently changed to a $100 deductible. My interactions with the claims reps and technicians were really good. I’ve not had somebody who wasn’t customer service-friendly and knowledgeable.

I’ve been a member of TotalProtect for 10 years and I’ve submitted claims both online and over the phone. The claims reps all talk greatly and I’ve never had a problem with any of them. The technician who came to do the dryer wasn’t qualified but the one who did the refrigerator and dishwasher was. TotalProtect tends to use the same ones so when I call in, I know if they gave me a particular one. They are well worth it and I would recommend them.

About 15 years ago, I had a house that was financed through U.S. Bank and they sent me a promotional. It was an insert in my bill for Cross Country and it sounded good. I’ve had it for that long and I’ve only used it one other time for a water heater. Interacting with their reps was awesome but when they are citing what services they provide, they need to make it a little bit clearer that in an event of a failure, they would only cover the actual item and not the accessories attached to it like the ductwork or refrigerant lines. Those are things that you need to pay out of pocket. When my air conditioner and heating went out, I was expecting it would be an additional cost to modify the ductwork or to provide new drain lines so, I was ready for it and understood that that wasn't included. However, if they wanted to and if they made that clear, it would alleviate a lot of negative feedback.

I have been using HMS Home Warranty for six months now and I usually submit a claim via phone because I haven't been getting much feedback whenever I submit one via their website. The customer service has been good and I get in the claim. I had a problem, though, but it wasn't with HMS, it was with one of their people that they had sent out. Unfortunately, the only thing HMS could do was send out another person, which I had to pay the copay or deductible yet again. The first vendor that came out was, in my opinion, not qualified to do the work that they were hiring him to do and he attempted to sell me additional stuff. When I didn't buy, he rushed through the rest of the claim. My concern is that HMS said that I still owe the $100 that I paid them and I had to still pay that.

We got the HMS home warranty for peace of mind and comfort and this would be our third year with it. Going through filing a claim is a very simple, easy and upfront process. We call and let them know what's going on and they have someone out within a week. The techs have all been very professional and no one has been weird. The quality of work has been great and there has been absolutely no issues with any of the techs.

Updated on 02/19/2019: Put a review out on this website on 12/13/18 and no response from the company. Heat pump has been out since 11/1/18 and running off EMERGENCY HEAT. They FINALLY made a repair on 12/29/18 (2 months later). Repair did not hold and system crapped out again 1 week later. Called back into HMS & different company came out to evaluate unit middle of January 2019. This new company said heat pump & furnace coil are terminated. Been waiting for over 2 weeks for answer from HMS.

First of all - I would of given 0 stars if the system allowed. I would encourage consumers to choose a different product for home warranty. I entered my claim on 11/19, today is 12/13 - we still have no resolution. Customer service has limited information to provide and next level of support for supervisors are always busy Helping other homeowners or in extended meetings. I have called numerous times and a few times they have take action. Like on 12/4 after 6 calls they finally realized the parts were not ordered. Then on 12/10 - they realized another part was not ordered. However, I had been told numerous times that the parts were delivered. Customer service can request call back from supervisors - but don’t hold your breath on actually receiving a call with 48 hours.

They schedule the repair and just don't show up. I have been waiting for 3 1/2 months for a microwave repair which they still have no date for. It has been 1 month so far for a dishwasher repair which still has no date of repair set. You will call to complain be on hold for 30 min get disconnected and start over. If you don't mind waiting a year for a repair.

I've filed claims online and over the phone with Cross Country Home Services and both worked fine with me. Everything went well with the customer service rep and the contractors did a great job. The interaction was good. I’m staying with Cross Country.

We called TotalProtect for a furnace that was going out on our house in Wichita and it turned out, they connected us with a beverage company, which made absolutely no sense. We had to spend another 30 minutes getting a hold of TotalProtect again to have them get us a new person. When they did, the tech came out that afternoon and that was great. It took him a couple of times to get it all done because he didn't have the specific parts for the furnace but after a couple of days, it was all up and running.

Our realtor recommended that we get HMS Home Warranty when we bought the home, so we did. We've had to use it a number of times and it has benefited us tremendously. It has definitely been worth our money. We've had a claim at least once every year and overall, it has always been outstanding. However, this year has been the worst. We never have any issues except we have a dishwasher claim that we can't seem to get settled, and that has been our only complaint. I filed the claim in August and the first thing they tried to do was order the part. The maintenance guy that came out ordered the parts, but a different guy came out when the part came in, and that guy said, "That's not even the right part."

I have been with HMS for about 16 months and it's been fine with them. Submitting a claim hasn't been difficult and dealing with their reps has been okay. I just wish them to be very specific around when a person is going to be out. The 24-hour window is very difficult. The last time, I had a heating issue and the gentleman who came to my house to fix it sat out in his truck for 15 minutes trying to get ahold of HMS to get them to approve it. Finally, he just came in and said that he was going to do it and that HMS were gonna say "Yes" to it. They should improve on the timeliness of the turnaround of placing the order to get someone in. Other than that, the techs they've sent out have done a great job. I definitely think HMS is something people should take advantage of.

On HMS' end, my experience has been pretty good. But I didn’t have a really good experience with the first guy they sent out to me. The name of the company was Jim Valentine Mechanical Services. I was having furnace issues and the technician didn’t know exactly what was going on. He would also always say, “Oh, yeah. I should call the company,” and this would have been his third time. Basically he was saying he didn’t know what he was doing. He was also extremely rude and he would show up an hour and a half late every time. He also made some sexual comments to my wife.

I had an HVAC go out more than 2 weeks ago. The assigned service provider is waiting on them to ship the replacement from who knows where. The service provider cannot get an update or ETA from Total Protect although they agree it needs to be replaced and say they will ship the unit.You cannot call anyone at Total Protect to discuss a problem/status with your claim. You roll around in their automated phone system and when you do finally get someone, they basically can only tell you its in progress. They have no "Customer care" for an existing claim to speak of. You just have to wait and hope that they will eventually come through. Keep in mind it is winter in Missouri and not having heat is a real issue, but there is no way to escalate anything or talk to anyone that knows anything.

Our air went out this summer. Called HMS. They sent someone out the next day. Guy came out spoke 0% English. Paid $100 deductible, they recharged system and it worked fine. Broke the next day, same company came back out. Once again spoke 0% English. No idea what was wrong, has to submit paperwork to HMS for review. Ok fine. They put a temporary fix so we could cool. They told me they had to order parts. Fast forward to September, never got a call from the repair company. I called them. They said it was not covered and it would be $600 to fix it. The part is readily available online for $30. Told repair company, "No thank you." Called HMS they would send another company out to fix the problem. Had to pay another $100 to have them tell me it is the zone logic board. Which is not covered even though my warranty does not “exclude” that part. But the temporary fix is still working.

We're selling our home and our realtor had us sign up for HMS Warranty. Our realtor had good luck with them and has recommended them highly. We’ve had the warranty for four months now and we've submitted one claim. We thought the air conditioner was going out. Something was making an odd sound with the compressor. The other home warranty companies that we had before, when we called in, it usually would take several days or about a week for someone to come out and look at the issue. But with HMS, they called and a contractor was out the next day. We were shocked at how fast they came out.

I purchased a home warranty after moving into our new house. I called HMS after our refrigerator stopped working. I got a call from the repair company telling me that it would be 2 to 3 weeks before they could get out to our house to inspect the fridge. I then proceeded to call HMS back to tell them that that was unacceptable and that I wanted another company to come out and inspect it. I got nothing back from HMS. Then I called a third time and they told me that I would have to be placed at the bottom of the list and that I would be starting over again and that it could take another 2 to 3 weeks before anybody could come and inspect the fridge. Ultimately, I had to purchase a new fridge, I was never called for a follow up and I was never asked again about, they actually put that the repair was completed in my account. So basically I will never use them again, I highly recommend you find another company to use for your Home Warranty.

WE purchased a condo, and the sellers furnished the Insurance under HMS, and we had no say in the matter, or else I would have gone with any other place. The handle snapped off of the above stove microwave, and virtually made it unusable. We filed a claim and the serviceman (from Sears) was very good, but the response from CCHS was that handles are not covered. Even though I appealed the claim, it was again denied. I see why HMS has such a LOW rating. I will be relaying my disappointment to everyone I know through every possible means.

I placed a request for service to have my garage door opener looked at. On Oct 12 2018 Sears came to my home said I needed a capacitor and ordered it that day. Four weeks went by I called Sears to find out the status as I had not heard from them, they never bothered to tell me they were out of stock and no ETA in fact they were not sure if they could get that part again. I called Total Protect and informed them my dissatisfaction of this delay as my daughter has a disabled 5 year old at the time and it was an inconvenience to run in and out to manually open the garage door, said there was nothing they could do would need to wait for the part (Great Customer Service) NOT!!! I waited couple more weeks called Sears again still no ETA, called Total Protect and once again no satisfaction, I paid Sears $125.00 for a service that I never received. I requested a Supv call me and waited 2 days for the callback Supv informed me that its in the contract that I can not get a refund for a service never completed, once again (Great Customer Service) NOT!!! Now its been 1 day short of 2 months and I called Total Protect and got absolutely nowhere they did not even reach out to Sears to find out what the issue was so I told them that I would do their job for them and call Sears. Still no ETA I asked about getting a refund and they told me that because I was with a Home warranty company I had to go through them I called Total Protect was on hold then hung up on, I called back and after 51 minutes of being on hold Supv finally came on the line. I told her that I feel like I was robbed of my hard earned money $125.00 for partial service rendered. I would honestly never use Sears ever again and I have their credit card but they will never get my service again. So here I am 12/11 and between Sears and Total I have been on the phone for 3 hours and on hold with Total now a total of more than an hour. The sad thing is that your representatives get the brunt of bad service when total protect can rectify things easily, customer service should be your utmost important factor in keeping customers happy, I have been a customer for a long time and I pay my fees so why can't I get the same respect. Just to let you know that I have cancelled my policy effective this evening, I will notify my bank to not accept any further charges from Total Protect, you stole my $125.00 I will be damned if you get any more money from me. I will also be out on facebook letting everyong know about @totalprotecthomewarranty and @searsHomeServices

TotalProtect has been very quick to respond, taking information and getting somebody assigned to the job when submitting a claim to them. The experience has been very good. I have used the online service once but most of the time, I called in because they’re 24/7 or at least, hours that I am able to call. The claims reps were knowledgeable and overall, I’m very pleased. It would be good if they keep a file of what has been worked on in claims and dates for the homeowners since it would be useful but TotalProtect is well worth it.

My experience in submitting claims to Cross Country has been good. I do it both online and over the phone. The representatives I've spoken with have been responsive to whatever my needs are and flexible. The contractors they've sent out were knowledgeable about what they were doing. If you're considering Cross Country, you should do it.

HMS Home Warranty has been extremely valuable for my family. Submitting claims online has been very easy. Their website is user-friendly. After submitting the claim, it takes one or two days to hear from the contractor, depending if it is an emergency. The interactions I had with the contractors they've sent out have been very good.

I've been with TotalProtect for 15 years. Before, I've had issues with them but there was someone you could speak to about the discrepancy. He was very nice. I did not have to call back and try to contact them or chase them down. He kept calling, trying to see if everything was okay. He followed me all the way to the end. He didn't sound impatient or anything. He would call me when I told him I didn't feel comfortable with what the resolution was. He did not stop until I was comfortable with it.

I am a relatively new customer to Total Protect. I have had to open three claims on the account thus far, and all of them have been a complete and total cluster. One with a dishwasher, one with a receptacle outlet, and one with a fridge repair. The fridge repair is still an open claim after over two months of the origination date. The vendor network has proven to be very unreliable, at least in the Greater Phoenix Area, with vendors not showing up, or demanding to be paid their deductible before even stepping foot inside the residence. When confirming appointments with vendors after Total Protect sends an auto-generated text, more often than not, the vendor states they no longer work with Total Protect. I have called and spoken with customer service a number of times, and though friendly on the phone, each time I get someone who simply reads me the fine print from the online warranty we signed that they are not liable for any damages, vendor or part delays, etc. What exactly are they liable for? Not dependable coverage. Save yourself a lot of frustration, and go with another company.

Updated on 12/18/2018: I called my first claim in Dec 11 and the Technician just made an appt with me on Dec 16th for the 17th. He came out finally to tell me my water heater was gone which I already knew.I told them that. Now I have to wait for the water heater to be ordered and picked up by them to be installed. I probably wont get hot water until after Christmas from Dec 11. I am so disappointed in this company and I thought they would be a good choice because my Mortgage company suggested them. Not true.

Literally the worst company we have ever worked with. We had a claim on a dishwasher failing, circuit board problem I’m told which made it totally non-functional. From filing to replacement it took 67 days for resolution, though there was never any doubt whether the item was covered. The service provider they assigned was unreachable after collecting the deductible, including by HMS, and when they confirmed they couldn’t get a hold of him either, assignment of a new provider was going to mean we were paying another deductible. Old unreachable provider finally resurfaced after they assigned a new provider.

I’m a Realtor and I’ve heard good things about HMS Home Warranty. Other realtors are satisfied with it. When I submitted a claim to HMS, it took a long time to get through the telephone. They had the guy come out, he did what he needed to do and did it quickly. The interaction with the contractor was very good. He communicated what was wrong and what he did which was great. It was a positive experience and I have recommended it to my clients.

I learned about Cross Country Home Services through the mail and it had Bank of America on it. I deal with Bank of America, so I thought it was through Bank of America, but I found out later that a lot of people use different things to get people to come to it. Cross Country is not really associated with Bank of America. My experience with them is both good and bad. I asked the one person that I use for my plumbing about the company and he told me it is one of the best out there, so I stuck with them, although the only thing I didn't like is when the price went up and they didn't tell me about the price going up from $80 to $125 now. I didn't get the information, although it could have come in fourth-class mail. Sometimes you don't read all your fourth-class mail. I found that out the hard way. I should get updated every year.

TotalProtect Home Warranty was recommended by my credit union. I figured they must be reputable so I signed up. I called them to submit a claim for an AC that was not blowing air. Their rep took down the claim and said that somebody will come out there and do the work. However, I had to call several times for the same call. That somebody came but he was here for no more than seven minutes. He just replaced a part and didn't even bother to test the unit outside. He said he had to go at a new job and he left. Three days later, the AC quit again. I called and the contractor was really, really bad. He came again and this time he went outside and said that it just started back. He charged me $125 again for the same thing and then he left. I said, "Don't you wanna wait for a little bit, make sure everything is working okay?" He said they had another job to go to and then left.

I have been with HMS for years, heat went out week before Thanksgiving, it is now December 10th. No heat yet. Always being given the runaround. They always want to offer the honor code, so you will give up and pay out of pocket. Please do research for any company, because there is not a low enough score for me to give them. I'm not giving up till I get what I have been paying them for even if everyone freezes to death in the process.

HMS is like any company--they're in the business of making money. But when you buy a 15-year-old home or older, things are gonna start to break so I've renewed with them every year. My only problem with them was when my central air conditioning went out, I had been complaining that something needed to be replaced. They agreed to replace it, but the guy put in the cheapest unit that money could buy. He replaced the condenser outside, but they did not replace what was inside the furnace. HMS is sometimes hard to get out too. At my age, I’m not a computer guy and everybody wants you to do things via the internet. I would rather communicate with my vocal cords than my fingertips. But, once we get on the ball, they normally get somebody out within 24 hours.

HMS Home Warranty came with the house and we’ve had them for 10 years. We wanna make sure the house was covered so we stayed with them. When submitting a claim, I like to call in since it’s easier for me but I’ve done it online as well. I’ve always had good interactions with the technicians but consistent with a home warranty-type work, they wanna do as little as possible. So, I make sure that they do what I need them to do. It’s a little bit harder than if you were hiring somebody yourself but everything has been good and the work gets done.

I’ve had TotalProtect Home Warranty for a long time and I’m happy with the services that they did. Their reps were fine and the techs have always been nice and courteous. However, I am very dissatisfied with the price of the service. From $75, it went up to $100, and now up to $125. I also took my mom’s policy and I’m paying $45 for services. There are other service providers out there that is not going up. Even though I love the service, the price keeps climbing and I’m definitely not happy with that.

Updated on 03/19/2019: This is a followup to my December 10, 2018 post. The refrigerator situation started in November of 2018. It took the warranty company months to respond and disburse funds in order to replace this refrigerator. Now because of the poor customer service experience I want to cancel my policy and switch to another company. However when I call to cancel I am told that because they disbursed this year instead of last year that I owe them $249 in order to cancel the policy. I feel this justifies me posting. Consumer beware.

Contacted this provider about HVAC system not cooling in August 2018. First service provider never came out, contacted again because the air conditioner went out when it was 90 plus degrees. I spoke with a gentleman that was able to dispatch 123 HVAC, LLC. Within 24 hrs. gentleman came out, advised that HVAC needed to be replaced. I was kinda surprised because the system is only 3 yrs old. Technician stayed in my driveway, talking with HMS representatives to get it approved, which took over an hour. Came back and stated that it was approved to replace the unit, stated they will be in touch once the parts/unit comes in. I called within a week to inquire. They stated the claim was still being reviewed or processed and if there is any issues they would contact me. No one called me back after a couple weeks so I called them back once the air conditioner was still not working and it was another hot day.

I got HMS with purchase of our house. Woke up to a leak in kitchen. I shut main water off and located leak in slab. After calling HMS I waited 30min and decided to just file online. Paid $100 deductible and was denied warranty because leak was in slab. They refused to reimburse for deductible. Also, they do not cover any of the damage to the floor caused by leak. Waste of time and money and very poor customer service!

Took over 2 months to get money for furnace after it was determined it couldn't be repaired. Even then they refused to honor the policy and pay for furnace replacement. Paid less than half and I had to threaten to get a lawyer to even get that. Then when I called today (12/10) to cancel the policy due to their poor performance, they tell me it's going to cost me over $300 to cancel and that they paid over $4000 toward the new furnace but refuse to tell me who they sent it to because they didn't send it to me and they didn't send it to the company that did the work.

I got TotalProtect Home Warranty for added protection. I usually submit a claim over the phone and the process is not difficult at all. The claims rep who helped me as well as the technicians who came here were efficient. Their quality of work was excellent.

Submitting claims with HMS is fairly easy and from the claims that I've had, the quality of work was perfect. I only had one claim from last year and then this year, I've used them twice and it worked out fine both times. They have an online option to submit claims but we decided to call. We explained what our issue was and HMS sent somebody out the next morning. So it was a very quick service. When the technician came to the door, we showed him what our problem was and he was polite and professional. He needed parts so he went away. Then he came back the next day and put the parts in, and everything works now.

My friend encouraged me to get insurance and when I looked at a couple, I found Cross Country. I’ve had no problem with their customer service and it was easy to submit a claim. However, when I set an appointment with the air conditioner company, they got here late. They didn’t know what they were here for and I showed him the paper. So, he said he would come back when I got off work. I told him I work 14 hours and I wouldn’t be here dealing with this when I get out of work. He postponed it and it took 10 days for it to be fixed. They sold me something but I don’t know if I needed them or not. Nevertheless, the coverage that I carry is great. I haven't had a strong need for a lot of it, but having it, I don't have to worry about things. I would recommend Cross Country. They exceed other companies. I want the business to do good and stay in business, so I can stay with them.

One year, my mom bought TotalProtect for me as a present and I’ve had it for a few years now. Over the summer, I was out of air conditioner for a week and it was like pulling teeth submitting a claim to them. I tried it online and I didn't get a response back. So, I called and talked to somebody. They said they would send somebody out. It took a couple of days for somebody to come out. I tweeted at them, and they finally called me back and decided that they were gonna take care of me. When the technician came out, it needed to be replaced and then, the company had to order parts that wouldn't be here for three more days. It took them awhile but I finally got it fixed and it's working now. However, I ended up having to buy two window units to put in my windows until it was fixed. After that, I had to call back because when it turned winter time, my AC wouldn't come on. They had to send another company out and the second time was much better.

I’m not getting any good service from the company. When I submit the claim, HMS easily takes the work order because one submitted order is making $200. But the service is not good. I’m not happy. First time, something happened to my main panel. It was an electrical problem and someone was coming. The technician worked good. But the same time that happened, something happened in my home. The second time I called, I had to make another working order so I had to pay the deductible two times. The electrical technician told me he would give the report to the company and the company would send him by the same deductible. And he’s doing that one. But it's going five days now and he’s not coming back.

My daughter has TotalProtect through her mortgage at the bank over in Lexington and she gave me the number. She was satisfied with them and word of mouth is the best advertising. The first time I called to submit a claim, I was given a company. But the company never contacted me which wasted a couple of days. So I called them and found out they didn’t service my area. I never got through those automated calls with TotalProtect but then I finally got a lady and she got a hold of Sears that actually came and fixed it. And the repairmen were just super. But they didn’t have the part, so they had to order it and come back the next week. So, it took a little longer than I would’ve liked, but things happen. I was upset at that time because I needed the burner and it was around Thanksgiving, but that was not their fault.

The customer service representatives have been very helpful and it's been wonderful dealing with them. When my heater was not working, they responded right away. They made sure I got the people to come and fix my heater. They also followed up after the work and checked on me if everything was good and if I was happy with them. And I really am happy. It was on a weekend and still, somebody came and fixed it on the same day. Cross Country was really wonderful.

My refrigerator quit working. I sent a claim to HMS online and the process was pretty easy. However, the turnaround time took a while. I got a text saying someone would be in contact with me. It was a couple of days, and I actually had to call the company myself. But the company came out pretty quickly. They were good, very nice, professional and knew what they were doing. The problem had something to do with the heater part of the freezer and something else, so two different parts. The company had to order the part and it was a week and a half to two weeks before they came back out to fix out the parts. The refrigerator has been working normally since the repair.

I have been a member of TotalProtect Home Warranty for a long time now. The warranty came from a company that was holding my mortgage at that time and I thought having a warranty sounded like a good idea, so I decided to go ahead and do it. Whenever I submit a claim, I call and use the automated system. It decides what service company it will be assigned to then I hear back from the service company. Also, the techs who came out were fine.

I'm very pleased with HMS Home Warranty. The tech I dealt with was really nice. Even if he was late, he called and gave me an update. So, that was perfectly fine. The turnaround was good. We talked about the problem and he came over, fixed it, and he even called back and asked me if everything was okay. He was excellent.

My biggest problem with TotalProtect is that they couldn't get anybody to work for me in West Texas. I had my refrigerator go out, and we couldn’t get somebody from Dallas, Fort Worth area which is 35,400 miles from us. One of the ladies there wound up sending me a check to get a furniture company right here, within 30 miles from me that works in services, but they wouldn’t sign the lease. They’ve had bad experiences with home warranty. But they came in and fixed the refrigerator.

The HMS people were very prompt. I went online for my claim, did something there, and a company contacted me. I made an appointment and the contractor came out. They assessed the problem, ordered a part, came back and fixed the microwave. They changed the motherboard, which was simple. The techs were extremely professional and everything was perfect. The claim, including ordering the part, would have been done in a couple of days if it wasn’t for my work schedule, but everything worked out great.

I’ve been with TotalProtect here in Louisiana since March of this year but I had them in St. Pete’s. When I came down here, I switched over, so I have been with them for three years. I can go online to submit a claim but it’s easier if I just call and notify them. I’ve had a very good experience with the technicians they send. I had to use a fellow since I came here for our dryer and he was very knowledgeable. He knew immediately what was wrong with it. He did not happen to have the part in his truck so we had to order it, but by and large, everything went well and he fixed it with no problem.

When we originally contracted with HMS Home Warranty, we bought three years' worth of warranty at one time, and I first heard it from my real estate agent. When submitting a claim, I'd call in because when I'd do it online, the appointment time and information about the provider has been inaccurate. But everyone that has been out to my home has been excellent. They took my calls, they returned my calls. They confirmed the appointment and called when they were on their way. They have been very pleasant once they've been in my home. I've not been afraid to have them in my home when I'm here by myself. They've done a good job, and generally speaking, had been able to fix the problem with one or two visits depending on if a part needed to be ordered. I've had very good experiences with them.

We've had the SystemsProtect service for several years and they send me a letter every year, saying that if I'm gonna keep the service, I wouldn't have to do anything. The customer service representatives have been very good. We've also only had one contractor that we really will not allow in the house anymore. A couple of years ago, we had to drop this guy because he shafted us. He put the furnace in a very lopsided manner. They were also telling us that they couldn't get the furnace. They were pacifying us. We were really upset with that guy so we would never have him again if he showed up on a thing.

1 star only because we have been without heat for 2 weeks and counting since original service claim (**). Low 50s deg inside during the day. 40 deg inside at night. No timeline or updates on when our furnace will be fixed. A part was ordered to fix our furnace. When the technician arrived to install and repair our furnace after 1 week from when the original claim was placed, it turned out to be the wrong part! 1 week later (2 weeks total from original service claim) the new part has still not been ordered. HMS Warranty says our claim is on "emergency status" BUT they also say the part is "under research" and "backordered" with no timeline on when the part will be ordered, or timeline for our furnace to be fixed. Not sure what "emergency status" means. Pros: Agents are friendly. Cons: No resolution and kids and pets are now sick with colds.

We have only had HMS Home Warranty for about a month and I have never been so frustrated with an experience. We have been told repeatedly that there is a time restriction on when you can submit a claim, meaning, because we made a claim too soon after owning our house, it was considering a pre-existing condition. Never have we been told that there was a restriction. Our heating was working when we bought the house - once the HMS contractor came out, he noticed that the circulator pump was not working.

Submitting a claim with HMS Home Warranty stinks. A couple of weeks ago, I put a call in for a problem with a furnace and they got a hold of a local company in the area. The techs came in, looked at it and said that there was nothing wrong with the furnace and I just had to adjust the thermostat. The next day, it started all over again. I called them back and the techs came in two days later and said the same thing. I gave the tech a new thermostat which I paid for, he put it in, and the same thing started all over again.

I’ve seen TotalProtect's advertisements on the television and I thought it was a good idea to have a warranty, so I signed up with them. So far, I have submitted I think two claims and both times, the experience was quite nice. The people I spoke with at TotalProtect and the one who came out did a good job. It was the same technician both times and he was very pleasant. He was also very polite, explained everything, and showed me what was wrong. The repairs were done quickly and on the first visit. And the appliances he repaired are still working, so far. I would recommend TotalProtect.

I found out that Cross Country was a part of my mortgage package and I had not been using it. My husband passed in January of last year and I did not realize he had had the service. Last summer, my air conditioning went out. Not knowing I had the home warranty, I had to purchase air conditioning services and it was quite expensive.

I used HMS when I had a house in Columbus. The seller provided the same for this house. But I would have probably used them myself anyway. I just complete a form online to submit a claim and they respond with the actual provider’s name and phone number. They’re responsive. The technicians are also usually right on time and professional. Moreover, the quality of their work is excellent. Having HMS has been worthwhile.

A repairman came out 5 weeks ago to service our washer and we were told we needed a new one, because it couldn't be fixed, and someone would call to set up getting a new washer. After many phone calls with your Customer Care nothing has been done. The only thing they say is that they're working on the problem. I think we are getting the runaround and are just getting excuses. I would not recommend this warranty to anyone because of the bad service and hope someone can remedy the situation.

We requested a water heater repair and our contractor came first thing Monday morning, almost 3 weeks ago. I called to follow-up the day after and I was told they were waiting on contractor report. Gave it time, on fourth day, they still had no report and had not called contractor. They authorized replacing 2 parts. After replacement, it still did not work. Another part was required (burner). We are still waiting for the part, a week later. Contractor said Total Protect forgot to order part. I called to follow-up and they could not even confirm the part was ordered. I asked to speak to the manager and was told there was no manager available and they would have one call me. Also was told issue has been elevated. I have yet to hear from a supervisor and Total Protect. With the replacement of 3 parts they could easily have authorized a new heater by now. With kids going to school and adults working, we have to find other ways to take showers. What will Total Protect do if our pipes burst in freezing temperatures?

I recently filed a claim with HMS and they were very helpful. However, there were some issues around. The system wasn’t working for them and they told me they would call back and they never did. So I went on the website and it was pretty easy to do it. The soonest I could get somebody out for repair was 10 days later because it was right around Thanksgiving.

Sometimes the people that HMS assigns to us aren’t the best and delay in getting the actual item repaired can be difficult. We had an issue one time with one of the contractors. He should not have been assigned to anything. The latest one that we had was with the washer. It got delayed a few times. It was a two-man job and the contractor lost his handyman for the day and it had to be reassigned. It took three weeks to get the repair done and that was a little long. My experience with HMS had overall been good, but it could be better.

For the most part, we’re glad that we have TotalProtect. The concept is good and the people are all really nice. But I would not recommend them. It’s impossible to get to the same person twice and it takes a very long time to get things done. Everybody tells you something different and it’s a hassle. One time, they told us that they'd put us down for the afternoon appointment but the people were coming out didn't call or make the appointment. So, you make a decision based on the information you get then your decision turns out to be the wrong one. At another time, a person told me that they'd put our issues in one claim together then the people who came out said that we might have to pay a second deductible. Also, right before the holidays, we had something happen with our refrigerator and it took forever to get a new one. And we selected some cheap piece of junk just to hurry up and get it. It wouldn’t have been our choice but we had to do it.

We got a good experience with HMS Home Warranty in our previous home, so we purchased their warranty again. We recently contacted them and they fixed the icebox for us. I submitted the claim on the computer and navigating through their website was easy. It took around 24-48 hours to get the contractors out and the first man who fixed it was really good. He wound it up really quickly for us and the work was excellent.

I wanted additional coverage in our home warranty so I switched over to Cross Country. At this point, their service is a hit and miss. It is 50% good and 50% bad. The last service call I had was very good but when I filed the claim, it took me a couple of calls before I was able to complete getting through to them. I was on hold for quite a while. They encourage customers to go online but I did not have the info available to do that, so I called.

I purchased a home warranty after moving into a new condo. I had a full inspection done on the home and all of the appliances when I purchased the home and everything was working fine. After I moved in the refrigerator stopped cooling properly so I called HMS. After I paid my $200 deductible, they denied the claim saying it was a preexisting condition. I had to escalate and send them my a copy of my inspection report and get a supervisor on the phone, which was almost an impossible task. They overturned the denial and said the parts were ordered and to call them once they arrived. It has been over a week since they said they ordered the parts and they still don't have an ETA on the parts. After at least ten calls into customer service, I have not received a single call be from a supervisor. My refrigerator has not been working for a month now and I still do not have any resolution. This has been a horrendous experience! Just terrible!

Updated on 12/07/2018: Since I cannot continue on from my previous post, apart from a private response, I wanted to state that HMS did in fact get in touch with me. However this only came nearly 2 months late and after I had publicly written about my experience on here. After the response on here, I did get A promised email from customer services, it was an email replying to the email I had sent...strangely though it was for somebody with a completely different name, discussing a completely different problem. I replied to let them know and I am currently still waiting. Again I will state that the lateness and the incredibly poor attention to detail to deal with customers is unacceptable. Again, I would never recommend such a poor organised company and I certainly would never spend money on any services from them. Still waiting for MY response and solution.

TotalProtect seemed to work best for me. They were great, and the contractor that they sent out was amazing. Enviro Aire was responsive, knowledgeable, helpful, and polite. They did what they said they were gonna do and did it well and quickly, and did it with the least amount of muss and fuss. They were highly competent professionals. So I'm very, very pleased. We've got several newer appliances on that program that I chose not to enroll because they're still new. But I'm gonna call and enroll them all because TotalProtect did such a good job.

I do about two or three claims a year with HMS and it's an easy process. Their reps are very nice and I have no complaints with any of the technicians they've sent us especially with my most recent one. I just got something fixed a month ago and I love that technician. I've only had a couple of issues where they didn't have providers that could come out. Besides though, we hesitated to pay for it up front and then we had to resubmit.

I was very happy with my experience submitting a claim to TotalProtect. I had a couple of situations where I had to deal with them and I was happy with all the results. All the representatives I spoke to were very helpful and I had no problem dealing with any of the representatives. The technicians were decent people I had to deal with and they were professionals.