Cinch Home Services Reviews

The worst of these instances was with our tankless water heater, which is still not resolved after the service job was opened over 9 months ago (March 2018). I have had to contact HMS customer service at least twice a week just to try and get some sort of update. Typically, the customer service reps are rude and unequipped to resolve the issues at hand. The best they can do is provide a status update from the "research" department and escalate to their supervisor. HMS Supervisors are less helpful than the customer service reps. Every time I contact HMS customer service, I ask to speak with a supervisor, who are always busy and unavailable at the time of my call. I am told the supervisor will give me a call back within 24-48 hours. I have received a call back from a supervisor once. Again, THIS HAS BEEN ONGOING FOR 9 MONTHS!

HMS has not provided any sort of status update or plan to resolve the issue with the water heater, other than to tell me that it has been escalated to "research". However, the HMS sales team has been contacting me several times a week to remind me that my coverage expires in December and if I would like to renew my coverage. Perhaps HMS should move some of their resources away from the sales department to actually help the customers they have.

Additionally, the service providers contracted with HMS have all provided substandard quality. These service providers are contracted with HMS because they cannot get enough business on their own merit. If given the option, I would not have chosen any of the service providers. HMS Home Warranty makes medical insurance companies look friendly and efficient. There are many home warranty companies available, all of whom are better options than HMS. Do yourself a favor and look elsewhere.

Wednesday, Nov 21st Sam called the warranty company again in an attempt to obtain an update. No one answered so he left a message and his message was apparently routed to your office! Friday, Nov 23rd I, Sandy called the warranty company and my call was routed to the contractor's office?! Spoke with Crystal at contractor's office who gave me Cross Country's direct # to try 1-800-331-7421. I then called Cross Country and spoke with "Harold" who repeated the same info that Camile told us..."the parts are on order". Again, I explained the situation that we are waiting on a "replacement" not a repair. After a long discussion trying to clear up the confusion I requested to speak with a Supervisor or Manager. Both were "unavailable" at the time and he would send the request to a Manager, who would call me back within 24-48 business hours. Four days from now!

Monday, Nov 26th Spoke with Jeremy. He stated that the claim is currently in the "research dept being worked on this morning". Once they review all the information provided by the contractor and complete their assessment, they will contact us with coverage & options to repair, replace or pay out. When I asked how much longer will this take? He did not know. I then explained that we are without heat for a month now and temps will be dropping below 30 degrees this week. If that happens we will need to check into a hotel. He then checked the forecast (in the high 20s this week). He told me that he was escalating the claim to "emergency status".

Monday, Nov 26th @ 4pm (now 3 days later) Received a voicemail from a Supervisor "Tracy" no last name, no extension. Tried to reach her back this morning but without a last name, they were unable to identify her. Without heat - week #4. Weather forecasting to be below 30s evenings this week. Can anyone help fast track this "emergency claim"?

I was told that they will charge me $1,200 to clean it but cleaning it wouldn't have been sufficient enough because it was just that contaminated. I found out that HMS doesn't cover that type of situation by the HMS rep. Contamination comes from somewhere that had to be some sort of leak or something in reference to the HVAC system in order for it to accumulate or be that bad. I feel like the HVAC people they sent to my home several times did not analyze the situation properly to find out why it was that bad. To make a long story short with that I paid over 200 for them to come out to basically do nothing but just which one wire. So we went the whole entire summer without AC. We only use fans. Please be mindful I have a asthmatic child a sickly child and I'm sickly myself in disabled.

The other times were for plumbing jobs for two of my toilets and tub faucet. They sent a plumbing crew out and they basically did nothing. Told me that they had to see if the parts were available and covered by the Home Warranty and that I still had to pay $100 deductible. Well they never returned my call and they never verified if it was available until 3 days later. And never went to the basement to check on the problem in the basement. So eventually they sent someone back out to fix the basement problem but they never confirmed if the tub faucet was covered or not. Now I just put in another service call and got a text message saying that I had to pay $100 deductible but this does not go towards the work that has to be done. When I was told over the phone from the representative that it was mechanical in that my tub and shower valve should be covered!

Same issue as before. Just was never addressed and was never done. Now my water bill has gone up to $266. I've just been dealing with the leak all this time because I didn't want to go through another disappointment from somebody coming into my home ripping me off taking my money. I've only had one good experience with them and that's when I had a leak in my kitchen and he put a sleeve on the leaking pipe butt and left other damages like a busted wall and mold forming. And let me just be the first to say my family has not been well since I moved into this house.

Our health is consistently failing because poor quality people come through the house and don't do the job in a sufficient way that can help a family that has no knowledge about a house component. Oh and they always pressure you to sign something in reference to if they damage your home that they're not held liable for anything but the reality is you need the work done if you have a leak. You have to get it fixed especially if it's in the wall. So now I'm playing gamble again waiting for someone to come out and fix the leak that's in my tub and my shower valve does not working any longer and yes I have space heaters on every floor of my home because I cannot cut the heat on.

I've even gone as far as sharing my experiences with local news carriers. Because I know that I'm disabled and have some mental challenges and I know it's some things I can't comprehend and I know that they take advantage of people like myself. And every time you speak to a rep it's always someone very young and immature that giggles and laughs and do not do the job the way they're supposed to do it. If you're going to verbally tell me something is covered that I should not be getting text messages from another company saying that is not. That I have to pay more in labor. So I cancelled that company and looked for another one under their Network so hopefully the most I would have to pay is the deductible and all the parts are included. When my warranty runs out I will not be renewing with them because I've had such bad experiences.

TotalProtect usually had someone out the next day. I had some plumbing stuff taken care of. My AC has also been serviced through them. When my heat wasn’t coming on, that was serviced through them as well. The technicians that were sent to our home were always amazing. The ones from the contractor that repaired my furnace and my AC were very courteous and got things taken care of in a timely manner. We were dealing with being hot and cold, and they were on time and on top of the issues. Overall, the quality of work that was performed was awesome. I plan to keep TotalProtect.

So here is how the scam is working. When the contractor told me the amount I would have to pay I asked for an itemized quote. Instead of providing the quote they gave me a military discount (even though I am not in the military). This set off the red flag. So I started to inquire more. There was a charge for $150 for a permit fee. When inquiring about the fee they then said this is an error. There is no permits needed at my location. So without seeing a quote they already reduce my fees around $400. I felt like I was getting taken for a ride so I called HMS and here is where the disappointment really begins.

I called HMS and had to go to the sales department and ask to be transferred to the claims department. When inquiring about using another contractor of my choosing I was told I could request a claims credit which I can receive the funds for and use with a contractor of my choosing. They told me it would take a couple days. This is a difficult time for me to get off work so I decided to go with the original company HMS chose. But I left the request for a claims credit open just in case.

Next, disappoint the contractor HMS choose was supposed to be at my house on the Wed before Thanksgiving at 8 AM. By 10 AM I called them to see how long they will be. The installer said another company they do work for did not have heat at their KFC store and that took priority over my house. But he promised he would be there in a couple hours. Around 2 PM I called again and he said he would be there at 4 PM and then I call them again at 4 PM and he said he would be there at 6 PM and at 6 PM he said, "Sorry can’t do it."

Okay, fair enough well I decided to check with HMS on Friday after Thanksgiving regarding the claims credit and it still was not ready. The contractor still has not installed a furnace. Now, here I am on the Monday after Thanksgiving. I tried to contact the contractor HMS chose and they said they would call me right back. An hour later I called them again and they did not answer, repeat, repeat, repeat.

So I call HMS and asked about the claims credit. By the way, had to go to sales and ask to be transferred to claims. HOORAY, I am told I have a claims credit and I can now go to another contractor of my choosing. Excited I then learn it is for $684. That is not a typo it is Six Hundred and Eighty-Four dollars. At this point, I am completely disappointed. I asked this cannot be serious. Have been paying for this warranty for over 8 years and this is all you cover with your $100 deductible. Yes totally serious and the lady on the phone with me could not give a you know what. 3 Weeks, no heat and no hope. Can’t get the HMS contractor on the phone and HMS will not cover a 1/6 the cost of a replacement. DO NOT USE THIS COMPANY. IT IS A TOTAL RIP OFF!!!

I was told to find my own, and they would pay. I've called several in my area, and no one will deal with this company at all. Even a few that actually do work with other warranty companies. Most recently, I had one that actually called Cross Country to see how they would conduct this call. The response was a refusal to come out with CC paying. I do not understand how I can be sold a policy with no one available to honor it. I've been told that they are working on it but it's been about 6 years. This policy seems like a waste of money.

Two days went by with no call, so we caved and filed a claim to make an appointment. On Thursday the technician from DSE Mechanical came out and informed us that a part was broken and we were just seeping carbon monoxide. We also needed a high heat limit so the furnace wouldn't keep shutting down. Had we waited for the supervisor to contact us, we could have died. So the technician placed the claim with HMS so they could order the parts. By Tuesday the 20th we still had received any communication from DSE Mechanical or HMS about parts being ordered so we contacted DSE who told us that they were due in that afternoon and would call us back to schedule an appointment for the following day. No one ever called us. I called again on Wednesday and no answer.

HMS finally contacted us later that day to inform us that the deductible had to be paid since a different part had broken down, but if it stopped working again they would replace the unit. They also made an attempt to contact DSE Mechanical and received no answer. At this point, it's Thanksgiving and no one is in the office the 22nd-25th apparently. I made an attempt to contact DSE again on the morning of the 26th and still no answer. I called HMS back and informed them of the issue again and was informed again that the deductible was non-refundable. They made an attempt to reach DSE who told the representative that they would call them back after 10 am. I told the representative from HMS that this needed to be pushed through to a supervisor and stated that I was contacting the BBB and that this was a lawsuit waiting to happen. She disconnected the call without another word.

But there are people who don’t know that this product exists or they don’t understand how it works. I'm able to talk to people about the warranty in first person and overcome that knowledge barrier. Also, there are so many companies out there that either don’t follow through, don’t deliver or don’t care about customer satisfaction. To have the power of being a consumer who is consistently taken care of by this company and this coverage is pretty powerful. I don't sell the product but it’s been fun to be wearing the work hat through the agent selling. I'm able to sit there at the kitchen table and say that yes, the team sells this and that I also bought it and I stand behind it. I’ve had a great experience with it.

I feel great about calling the 800 claims number. The representatives are good although there was one recently who was quick out of the gate to give me a no. He was talking about how HMS wasn’t gonna cover my dishwasher problem because they don’t normally cover installations. But I told him to slow down and we could look at the notes together from previous episodes with the dishwasher. And then he was respectful. He slowed down, listened to what I said and did the research. That’s the worst thing I can say and that’s not a really a bad thing.

Everything ended up great too. HMS was good enough to cover the cost of the installation. So it probably means that installation work is covered if it’s resulting in a problem. HMS also gave the blessing to go ahead and have my dishwasher guy return even though he is not in network with HMS now. He was somebody who was in network with HMS before though. He has been great and consistent, and I wish every appliance guy was like him.

The most recent issue I had that I wasn't happy with was when I had to get a garage door opener replaced. The contractor did not get a pre-approval for the replacement. So, I had to end up eating the difference between my deductible and the cost of the new garage door opener. We have had several calls on the same garage door opener and they keep on adjusting the sensors, but the technician indicated that the only way you can get new sensors is to change the garage door opener itself. Still, I would recommend HMS Home Warranty, but it depends on what the person needs.

I called Cross Country back, I explained the thing and told them that I at least needed a service call. I talked to several people and finally, Cross Country agreed for me to pay $100 to have a service call. They recommended a company in Ohio close to the house, who came out and said that the bottom element was rusted and that we needed a replacement. And since the water heater was under warranty, the part had to be ordered from the manufacturer. However, a week and a half later, we still had no hot water and no bottom element. I called the repair company and they said it had not come in yet and that I should call the next day, which I did. They then said the part came in but they couldn’t install it for several days because they were busy.

I called and attempted to talk to a supervisor at Cross Country, but after putting me on hold for about 15 minutes the first time, they came back and said no supervisors were available. I called a second time the next day, was on hold for about 20 minutes, and still, there were no supervisors available. I waited a little bit and I called back, they put me on hold for 45 minutes, and I hung up. So, now, I'm not sure if I wanna keep this warranty. I have paid $175 to a separate company out of pocket to come out and take a look at the water heater. They told me it was an electrical issue. They fixed it in five minutes, and we now have hot water. And there was nothing wrong with the element. So, it was ugly.

We’ve had a few repairs done through Cross Country and every time that I’ve called them, it was like pulling teeth to get a recommendation. Then when I get the recommendation, their contractor would say they couldn’t come out and they get home from work at 4:00. I would then call back and would be given another company. When customers like me work, we can’t take off a day from work to have something fixed. We expect service people to come at 4:00 when we can get home, or 3:30 at the earliest. We’ve had a terrible time. But when I call a company on my own, I don’t have any trouble. So, I’m not happy with Cross Country, and I was especially not happy about the water heater issue.

When they put my air conditioner in several years ago, I paid just the deductible of $85. It was cheaper then. Now, it’s 100. I also used to pay them $55 a month, and then three years ago, it went down to $50, which was nice. But I've been with them for over 10 years and they’ve gotten tons of my money that should have taken care of the whole furnace. Also, I kept having the same problem with the dryer and I thought that if they can’t repair it totally, I would get a new dryer, but I'm still having some of the same problems with it. Other than that, the techs who came out here were excellent and I love them to death. They were so polite, clean, helpful and considerate. They did a good job and my heat’s working now. I’m still happy with Residential MD Gold and would recommend them to others.

Also, the techs they sent out for the claims were both from the same company and they were fantastic. They knew exactly what they were doing. When they came out for the water heater, it was after-hours on a Friday for a four-day weekend. The tech got the hot water heater replaced by himself. He hauled it down under the basement and did all the work by himself. Everything really came together pretty well and I’m very thankful for everything.

I determined that the amount of the oven was marginally over $1,000 but TotalProtect was offering me $711 because that's what they pay for it. I couldn't go out and buy it for that, so I tried to negotiate with them. But they wouldn't move on the numbers, so I decided to take the $711. This was back in September this year. They said they would issue a check within the next 10 days and I should receive it within a week or 10 days after that, and that's fine.

Time went by and I did not receive the check, so I called them. They said they could confirm that the check was issued but they didn't know what happened to it. When I called back towards the end of October, it was about four or five weeks already after the check should have been issued. They said they were gonna stop payment and issue another check, and that second check was issued on November 2nd. I received that check very recently and I don't know why the money was held. I would have thought that company that does this on a regular basis would have cut the check and boom, it would have been bought. I would have been compensated and not waited 60 days to be paid. TotalProtect should've overnighted the check and they should've been apologetic. I already waited five weeks and I wouldn't have known if I didn't call to follow up.

Fortunately, I didn't need the money, but somebody else in another circumstance would have needed that money to go out and buy another oven. If nothing happened within the time period when I got the check, I was looking to terminate my contract. I have two homes that I insure with TotalProtect, so they're gonna lose my business on both. But I just sucked it up and got the check and waited for the next business. They performed in the past anyway and I've never had to do this before, so no hard feelings. They've always handled the remedy or repair and replaced whatever they needed to do. I've never dealt with a buyout before, so I gave them the benefit of the doubt that the first check was lost and it just took that long for that to work.

Most of the technicians that TotalProtect had sent out to our home were okay, but I had this plumber with whom I had an uncomfortable situation. My 10 year-old water heater was leaking then and it went off. But that's what we have insurance for, so I called TotalProtect and they sent somebody out that day or the next day. This guy came out and all he wanted to do was check my water pressure. What he didn't know, however, was I'm a general contractor, so I'm somewhat familiar about what he was attempting to do. He went outside and checked my water pressure and told me that it was way too high, which was a lie.

He said that according to my contract, if my pressure is high, I’ve gotta pay for the water heater and TotalProtect doesn't cover it. I said that was not how it was gonna work, so I told him to get the hell out of my house. This plumber never even asked to see the water heater. He just wanted to check my water pressure. His intention was to take the burden off of TotalProtect and put it on me and then deal with me so he didn't have to deal with TotalProtect as an insurance provider. I thought that was a bit of an unethical way to do business. So I called back TotalProtect and they sent another guy out who did it the way it was supposed to be done. He replaced the water heater, no questions asked.

I've had used TotalProtect for other instances as well. I had a control panel that needed to be replaced on my oven and the techs did something with my ice-maker. I think TotalProtect had the garbage disposal replaced too. The techs have been out here over the years, maybe once a year. They also did something about a year or two ago with my air-conditioning. TotalProtect has been very responsible and there hasn't been any kind of a callback situation. So except for those two incidences with the check and the plumber, I have no complaints.

The one with the plumber was not within their control. It was going on behind their back, so they were oblivious to it. But the issue with the check should have been handled a little more responsibly. I understand that checks get lost. I've been in business and those things happen. But when they do, you step up and you make it good and overnight a check and add 10 bucks instead of it going into the system all over again and having to wait weeks. The check from TotalProtect is gonna go out 10 days from now and then, I’m gonna wait another week or 10 days to get check. That's another three weeks that I'm not getting paid, above and beyond the time that I waited for the first check. But I’ve always believed in second chances. TotalProtect didn't screw up anywhere else and overall, they did what they needed to do as I interpreted the contract and their performance in the contract.

Called HMS and used automated service for plumber. Plumber came out with inferior lightweight equipment and after 3 hours of half hearted attempts, was unable to open the sewer line and recommended we call someone to have a camera sent downline to see what the issue was. His visit was useless and a waste of time and a waste of $100 for deductible. At this point we called our own plumber who came with commercial grade rodder and within half the time had the sewer main flowing like new. HMS has not helped me out at all. They should reimburse the deductible I had to pay for a worthless plumber visit. No one from HMS ever called to follow up on the so called work. Very disappointed with this warranty company and D grade contractor.

I also did not realize that HMS would not replace a fixture. I understood that is part of different home warranties and I thought that is how they all were. I explained that I was unhappy with that and I would be going to a different company. They said it was okay and did not show any concern. It was all I needed to go with a different company. In spite of that, one technician that they sent was nice and took care of a gas leak. He was very professional. I felt comfortable as he went the extra mile and made sure it was okay. On the other hand, there were two technicians sent who did the job but they did not escalate it to do due diligence. I asked them if it will affect the wall and I was told that it would not and then they left. I was literally seeing water dripping from my ceiling. HMS got things done but there were a lot of unknowns and from the research I did, I can probably get more for my dollar going with a different company.

I call them most times to file a claim and for the most part, their process was quick. The claims representatives were efficient and thorough. And then, when they tried to assign me somebody that is with the other company, I told them, “No, you're not sending those people to my house again ‘cause they robbed me.” And they automatically reassigned it to another vendor. There was a vendor also recently that I couldn’t get in contact on the phone and they immediately reassigned me to someone else, and the job was done within days. I've recommended TotalProtect to other people.

The following day I called to find out the status of my claim since I did not want to spend Thanksgiving with a house full of guests and no dishwasher. The customer service representative informed me that my claim was under research and that I would be contacted upon completion of the process. Two days later I called again, still hoping to have the problem resolved in time for the holidays, but the representative informed me that it would take another three (3) days for research to send me a response. After four days and no contact, I called HMS again. This time, the representative informed me that my claim had never been submitted to research and that I was misinformed about the process.

It is now a couple of days before Thanksgiving, and I realized it would be close to impossible to have the dishwasher replaced before my family arrived. The day before Thanksgiving, I was finally contacted by email by HMS. Unfortunately, the unit they offered as a replacement was not even close to a fair replacement for my high-end dishwasher. The cheapest ASKO dishwasher available is better quality and twice the price of the GE dishwasher they offered me. They also offered me the option to receive a claim credit of $611 for the purchase of a unit of my liking. If I deduct about $200 for delivery, installation, and disposal of the old unit, I would have to buy a dishwasher that cost no more than $380 before taxes to replace a high-end dishwasher that would cost at least $1,000 before taxes.

I requested to speak to a supervisor, hoping to dispute the offer made to me. Unfortunately, when a supervisor calls a customer, they leave a message asking us to call the 800-customer service number again, which will set you back an additional 2-3 days waiting for another supervisor to call back. Supervisors do not leave a call back number for you to discuss the issue with them and make you go through the pain of punching numbers and being on hold for a very long time to request another supervisor call through their customer service line.

It is clear that HMS works with service providers that are not responsive, HMS supervisors are not concerned with customer requests for further assistance, HMS customer service representatives provide wrong information, and HMS will short-end you as much as possible if you may need a replacement -- especially if you have high-end appliances. While their contract mentions explicitly that “[w]e will make reasonable efforts to provide replacement items of similar mechanical capabilities and/or efficiency of the original unit, when available,” in my experience, this has not happened. While looking for consumer groups to help me with this claim, I was not surprised to find out that HMS has one of the lowest review rates with Consumer Affairs and had 2,611 complaints filed with the BBB in the past three years.

If you don't they tell you you are in a queue to get a callback in 24-48 business hours and the call never comes. The service is horrible, which you could deal with if you were being taken care of, but you’re not. The time and effort I have put in with calls and follow ups is ridiculous. I will honestly say I regret getting this warranty and it’s less hassle to not have it vs having it. It's not worth it, proceed with caution and look into other companies. I wish I did.

We went week after week, still not hearing from CC. We called the CC probably 3 times a week, maybe more and each time we received a different answer. No one in the call center knew what was going on. We were told this was not a covered item. It was only if they could locate the parts needed to repair our AC/Heater that there would be a paid claim. The parts needed were not available because the AC was too old and antiquated. Time is passing and we move into fall and we come to the realization that CC will not be helping us at all. The verbiage repair or replace somehow has a entirely different meaning to them. We found our own company that was able to do the job.

They came to our home, with a certified inspector. The Salesman and Inspector both got on the line and spoke to the agent at CC. They gave CC the info on cost, along with the breakdown of cost on the mid level AC they would be installing. This was done in hopes that we could get an OK for a 3rd party billing. This company was not a contractor of CC. At the end of that conversation, my husband got on the phone and was offered a claim of $2176.00 and the invoice total for the AC/Heater was $11,700.00. This was a nightmare! We tried calling CC to get more help on the claim, but this would never happen so we accepted the offer of $2176.00. We were then told in subsequent calls that everything had been approved by the supervisor and the check would be arriving 7-14 business days. We were told this twice on 2 different calls to CC.

We sent an email on Nov 19th to check on the status of the claim and the next day we were sent a response stating they would need a hard copy invoice from the company replacing our unit. This is very understandable, but this was the FIRST TIME ANYONE TOLD US. The conversation that CC had with our company where all charges were broken down is when the offer was made and NOTHING further said. This only resulted in more time passing... it appears more stalling. So, we spoke with CC yesterday and the agent said get the hard copy invoice, again this is fair, and email it. She said this will take care of everything and once received we can send the check. This was great news. We called our company and received the invoice this morning. I opened a new email from CC and this is what they sent, totally different than what I was told yesterday:

"Please keep in mind, we have received the estimated amount from your previous service provider over the amount of $10,000, in which we do not agree. If you can find another provider with reasonable prices, or will take 3rd party billing then we can assist. However, your only option at this time is a claim credit of $2176.00, which will not be reimbursement without a paid invoice." So you see, things keep changing all the time with every call. So what I was told I needed yesterday was the following:

"Your invoice must include the following: Contract or Service Job ID. Description of the item repaired or replaced. Diagnosis detailing the parts that failed and the cause of failure. Your name, complete address, telephone number and email address. Valid, legible invoice or receipt identifying the vendor or store name, telephone number, and complete address including email. Itemized material and labor costs. Total billed amount, total amount paid, and proof of payment."

The agent stated they needed to see that the $2176.00 went for payment of the new unit. That is the right thing to do and we are in full agreement. Nothing was said we needed to pay in full and THEN they would send the check. Unbelievable. I need not offer any subjective opinions because those of you that have had difficulty with this company can relate to this. I will, next Monday after the Holiday, contact the State's Attorney General, the Insurance Board, BBB and any other agency that should see the unfair demands of this company when in fact they advertise quite the contrary.

I was used to speaking to an actual person when submitting claims but it's all automated now and I had a very difficult time the first time that I went in there. I didn’t know that you had to have a claim number for each item that needs work on and like for plumbing, there could be three different things under plumbing. But the manager at Cross Country called me and after I had shared my concerns about the automated system, she was very understanding. Now, I'm familiar with the system and I know how to work with it.

It was someone from Ct Texas Plumbing who came out and said he was going to order the parts and come back. But I never heard from him and it was like a month later that I started to look into it. That was when I discovered about having to have different claims numbers for the different things that need to be repaired under plumbing. The contractor never told me that and he left me here. He had shut off one of the cut-off valves to the sink downstairs. It was for our guest restroom and so I didn’t have use of it for over a month. I kept waiting for him. So I was very disappointed with Ct Texas Plumbing and I don’t wanna have anything to do with them.

The manager sent a gentleman to fix up everything that Ct Plumbing did not. He was from Dos Amigos Plumbing and he was very nice and knowledgeable. He did everything that he needed to do. I also really thought him to be very professional and friendly. Then this last contractor who came in for the electrical problems that I had was very nice as well.

We paid the $100 deductible when they came out and they got everything fixed. The tech was really quick and nice. He explained to us what the issue was, that he thought he had fixed it, and if there were any issues to call a back-up. But we didn’t have any other issues. So it seemed to have fixed the problem on the first try. It was very straightforward and easy. I would recommend HMS. I will probably extend our warranty with them for another year. The benefits definitely outweigh the costs of it, to not have to worry about if our water heater breaks or big things. Especially since we’re first-time homeowners, it’s nice to not have the fear of having some massive issue right away.

Sometimes it is not about the money, its about the quality customer service that you provide your customers and this is definitely something that I never received with them. By the way, washer is still broken and Still no Hott water.

That company came out and said it was a small part, made the repair and we were back cooling. A week or two it started acting up again so again we called Cross Country. They said they would put an emergency ticket in and have someone out that night. At 11 pm their technician showed up and "checked the Freon" while it was raining and said it was low. He added some coolant and never checked anything else. The unit never started cooling. I called Cross Country again and told them they sent out another technician that partially visually inspected my inside unit and said it was impacted with algae and dust.

I told him that we have it regularly serviced and change the filters every 60 days. He made the report with no repairs and I got an email the next morning from Cross Country that any repairs would not be covered due to improper maintenance. I called and told them I have proof of servicing 2 times per year since I purchased the home new in 2007. I scanned and sent in all the documents. Remember the A/C is still not working properly and I am frustrated. I now get an electric bill for 6 times the normal so I called the electric company. They told me it was likely my A/C unit. The woman said to have my service company check to see if the heat is stuck on and working against the cooling.

Instead of calling Cross Country I called my local company again. He checked the whole system again and did a voltage check on the heater and showed it was on. He tried to bypass but with the control board that was in it it was not possible. He gave me an estimate to fix the control board but said he thinks it is the heater as well and being an 11 year old unit that was just stressed by the malfunction as well as the other guy putting coolant in while it was raining could contribute to more repairs in the near future. We discussed options. The simple repair of control board and heater was about $1000.

I decided to replace the unit for what I thought was reasonable. I went back to Cross Country and spoke with a supervisor. She said that they would not pay for the replacement but would work on helping me with what the repair of the heater issue would have been. I was happy... I have followed up numerous times speaking with her again and now it is November and still no resolution. They like to get your premiums every month but hate to pay out. Had they sent a competent technician out I would not have had to call my local a/c company I use regularly.

The other 10 were rude, disconnected one, transferred me, and told me that no supervisors, or case workers were available. I was told that they could escalate my case to have UM A/C Mechanical Contractors, Gretna, Louisiana contact them to see what was going on, but thr A/C company never responded to Total Protect Home Warranty. I paid a $125.00 deductible to this company, and no repairs or replacement was done! Total Protect Home Warranty is an unprofessional company, and is running scams with the public's hard earned money. I strongly recommend that you do NOT purchase a home warranty with Total Protect Home Warranty! You will be wasting your money, because they do not honor their contracts!

Four hours after the stated time, I called their general help number. They stated different dates than below and again stated they had no timeframe. I asked to speak to a manager. She kept saying there was a long wait time and asked if I wanted to schedule a callback. (Key for: I work in a call center and am worried about my call times. Please get off my phone.) I made her wait over an hour for a manager to get on the phone. That went nowhere but she did mark my case as an emergency because temperatures were below 45. (Wow why didn’t y’all time me this a month ago?) The parts were scheduled to be sent to my house and nobody told me. I complained about Christine and she called less than hour later. Again, apologetic.

November 22, Thanksgiving - my house got down to 44 so I stayed overnight at my parents’ house. It was nice having a warm bed. November 23 - All of the parts arrive at my house. November 26 - My service company arrives around 3PM to install the parts that HMS sent to us. After 15 minutes, he knocks on the door and tells me that the service sent the completely wrong part (and the other two were correct). He is fuming at this point, but apologetic on behalf of HMS. I tell him it's not his fault at all. Although not protocol, he tells me he's going to the next town over to get the correct part and that we're going to have working heat tonight. Music to my ears. He shows up an hour-ish later and my heat is working within minutes. Finally. 5 weeks to the day that they originally came out.

November 27 - We are discovering everything that the cold has affected. Our iMac has condensation on the inside of the screen, and probably the casing as well. We have moss growing in the parts of our house that stay dark (closets, baseboards, behind picture frames). I'm concerned my iMac won't work, and that I'm probably breathing in god knows what because of the moss. Christine tells me to contact my home insurance. Because, you know, it's their fault that I was out of heat for well over a month.

Original review: October 21 - Our heater stops heating. We file a claim with HMS and the service tech is scheduled to arrive the next day. October 22 - Tech arrives and quickly figures out the issue. Control board and high limit switch bad. They need to consult with HMS. We pay $100 deductible. Didn’t hear much from the service company. I was constantly checking in every few days on the status of parts and was told each time, “We don’t know when the parts will come in.” Kind of weird and we’re starting to question the service company. October 31 - Received an email from service company saying they were coming to the house that day to repair the heater. Sweet. I don’t even need to be home. They install the parts and another part seizes. Yet again we don’t hear much and every call is answered with, “We don’t know when the parts will come in.” It’s getting in the 30s at night and not getting over 50 during the day. The house is getting cold.

November 12 - I’m sick of hearing “We don’t know anything” so I call HMS. Takes an act of Congress to get an actual person to answer, but I finally speak to a human. They say, “The parts were scheduled to arrive on November 5.” I tell them I have an email from November 7 stating, “We haven’t heard anything yet”. HMS personally calls the service company and they confirm they never received anything from HMS. So HMS tells me they’ll put out a ticket to have them track down the part (instead of overnighting another???). It’s Veterans Day so unsure of how far they’ll get with shipping it. I’m feeling confident it will be resolved soon. The house stays at a constant 50 now.

November 14 - Haven’t heard anything from anybody so I give HMS a call. This lady isn’t as nice as the other was. She acts like it’s silly that I’m calling to find out the status of them finding a part (sorry maybe the cold is getting to me now!). Who knew tracking numbers were so unheard of. Obviously they don’t know anything except “The status has been changed to in progress so someone’s looking at it”. She tells me to call back in 24-48 hours “or you can call back every day, it don’t matter”. Great customer service!!! I’m starting to see why the service company always said, “We don’t know”.

November 19 - I call to see if they found that mysterious part yet. This lady says it arrived at the service company’s address on November 2 (???) so they should be contacting me soon. Two weeks later? What? November 2? You just told me last week it was supposed to arrive November 5! This place is seriously messed up. It has now been FOUR WEEKS AND COUNTING that I have NO heat in my new home and they don’t seem to care. I would have shelled out a few hundred bucks weeks ago if I knew I would be staring at my breath right now, over a month later.

I made a claim on the first week of October, and I'm still waiting to hear back. It's on my heater, and it still hasn’t been processed yet. They act like they don’t know what I'm talking about. They sent the person out to come check it, and then the guy submitted all the stuff back. And I called and the lady said they were still waiting and that they didn't hear anything back. It was weird and it is cold outside. HMS should have good customer service and better people.

The plumber came and he was in the house for 5 minutes and told us that we needed to re-caulk our shower and he said he didnt feel like fixing the vent line and didnt feel like caulking the shower or looking into it any further and he demanded we pay him 100. So we did and he refused to come back and the people from the warranty company kept laughing at me and telling me that it was a "structural issue" and basically admitted to scamming me of $100.00. They said they weren't going to do anything for me. These people lie to you and make you pay a 100 fee and then deny your claims and then ignore your calls and complaints. They are refusing to give me my money back also, I was severely taken advantage of.

My last claim with TotalProtect was for my air conditioning unit. I put it in on June 24th. The service provider came and did whatever diagnostics, and then TotalProtect provided the parts. However, it took TotalProtect three weeks before they even approved the repair of my air conditioning unit and it was in the dead of the summer. After the guy came and put in the part, the part lasted about four days.

I called TotalProtect and had the contractor sent back out here. He claimed it was some other parts that needed to be replaced. TotalProtect then ordered the parts, but the parts were lost and it took another two and a half weeks before the parts came. The guy put them on but they only lasted three days. By this time, we were at the end of July or 1st of August. The unit didn't work anymore. I was also on medicine because I woke up one morning with a nosebleed from the heat and they put it up as a medical emergency.

The last time I called was in September and TotalProtect said they will send another licensed person down here. When that person came out, he examined the whole system and told me that the system should have been replaced and not just the pieces we claimed. So, he contacted TotalProtect and TotalProtect called me. They said they were sorry, but they weren't gonna replace the system.

I don't know whether the service call not being corrected was TotalProtect's fault, but they have some of the responsibility, too, because I had six work orders on the same problem. They should have jumped in sooner and got a different provider to really diagnose the problem and get it fixed. Yet, it took them that long to change. One lady told me, "Well, he's a licensed person, but why?" I told her that maybe he's not the right person. Despite that, TotalProtect was a reasonable warranty and my overall experience with them was good until the last time. As a whole, all of the technicians who came to my home for a claim were nice people. The person who they assigned to the last problem I had actually owned the company and he came out. He was the one that kept going back and forth, but not diagnosing the problem.

Since the service call wasn't corrected, I didn't renew my contract with TotalProtect when I was due in August. Then, when I called and told them I wasn't redoing my contract, I was never asked why or what was going on given the fact that I was a customer for eight years. Whoever took the call that was doing the renewals had no interest in why I was no longer gonna be a customer to them and that's not good customer service.

I've used the warranty on three different occasions so far and I've been satisfied every time though the deductible continues to go up. As for the contractors, in three calls the only problem I've had thus far has been the one for the air conditioner. Still, the same fella came out and fixed what was wrong. He told me not to worry and if other problems surface later, it would be fine as my unit is a little older. I asked him what if my whole unit went out and if the insurance would pay for the whole thing. He told me that they would work on the outside but then I would have to pay for the inside.

So, that tech was very truthful about what my out-of-pocket cost would be. Even though I would have to pay, it would still be probably somewhere over almost half, up at 50% of savings than for me to do it without the coverage. Nevertheless, that tech did his work very cleanly, did not leave any debris around, was extremely polite and was very easy to work with. He told me what he was going to do before he did it. Other people shouldn't hesitate to go with TotalProtect and purchase their warranty. I've looked at about 6 warranty companies and it's the best one out there.

It's been excellent with the representatives when I interact with them over the phone but there was a time the rep was asking me what kind of AC unit I had, and I didn’t know. The person I was talking to just kept trying to say if it was like this or that and I finally had to be a little rude and said I had no idea what kind of air conditioning it was.

Cross Country has been really good for me, for our family. It is very valuable 'cause the first time we used it, my husband had just lost his job. It saved us from having to come up with almost $1,000 for the water heater. Instead, it cost us $80, and everything was fixed. I have recommended Cross Country to friends. I gave them the number and got a couple of my friends and family with the company.

Everything about the claims process has been good, except that they do not have service providers that can take care of a couple of pieces of equipment that I have. Thus, my problem takes a little longer to get it fixed. Also, nine out of their companies do not service my Carrier Infinity air conditioner. I asked them if they could call a person but 30 minutes later, I have to call our own company and get it taken care of. I am waiting on a follow up right now because either they misdiagnosed it from a couple of weeks ago for an AC.

TotalProtect's customer service has been good although I feel like I’m bothering them at times. Still, once I get the message through to them that I have had this problem before, they were really receptive and very helpful. However, they have to update their system and have better contractors. When I went online, there was still a pending claim from 2017 until just a month ago. It never started and it was still there. That aside, TotalProtect has done the right thing to try and make it right.

Had the contractor out and he verified the control panel had failed, and called Cross Country. They tried to convince the contractor that it was normal wear and tear and he stood fast advising them that the part had not worn out but failed. The contractor sent them and invoice and I paid my $75 deductible to the contractor. Well in Sept I got a bill from the contractor, Cross Country had not paid the bill. It took me 4 phone calls (very time consuming dealing with different people each time with none making any notes) to finally find out they wanted me to pay the contractor and I would be reimbursed in 4 to 6 weeks.

Well 6 weeks later I call and after 3 calls I finally get someone who tells me that the payment was sent to the contractor. Never mind the paid receipts I sent them as per their instructions. I was assured I would be paid in 10 days, well Now it is 18 Nov 2018 and they tell me that the claim needs further review before they will be able to reimburse me. I have never been called by them, every action had to be initiated by me. Typically it takes 3 to 4 calls to finally get someone who seems to be able to resolve the problem. Others will put you on hold to talk to a supervisor and after a 15 min wait the phone will go dead. They never call back, you have to go through their telephone gauntlet again.

Any attempts at escalating the claim are thwarted, there is no way you can speak with anyone in charge. I have obviously decided not to renew my contract with them and I am at the point of hiring a lawyer to get my reimbursement. I have worked as an insurance claims adjuster and given the lack of organization it is obvious this company intends to make money by denying claims or making it so difficult to receive reimbursement that the claimant will give up. Not a very good business model in my opinion.

By the end I was contacting them (via Accounts Receivable) three times a week. The policy cost $489. I paid a $100 deductible when the first company came out to look at my stove. They eventually gave me $467 towards a new stove. I lost $122 on this venture. I can’t imagine what it would be like if a family was counting on this company to fix their furnace because the heat went out in January.

2) The repair companies they use are mostly 1 man companies, some guy that does appliance repair, not a real company. The repair window you get is 8am - 4pm and often they will call at 4pm saying they are running late and show up at 6pm after you've taken the whole day off work to wait for them. When they do show up they often have to order a part and come back so you will have to do this all over again. Sometimes they have a business card, sometimes they don't. You never know if they are coming back.

3) If you do get your appliance repaired it will takes weeks. Try being without a hot water heater or Fridge for 2-3 weeks. 4) On a few occasions the repairman that shows up cannot service your equipment, either because the repair is not covered by the warranty, or some other reason, and you still have to pay them the $125 service fee. So when the next repairman shows up you have to pay them $125 fee again.

As a new homeowner I had a home inspection where my furnace and AC were tested and seemed to operate normally (my home inspector was not a certified HVAC specialist but rather a whole home inspector) hot heat and cool air. Well upon closing and moving into the home I began to notice my furnace would not run continuously. Ok. Call a local company to see if it is a fast fix before having to pay the deductible. Cracked heat exchanger... not a fast fix... Actually not a fix at all as it is more cost effective to replace the whole unit. Ok. Guess I will call the warranty company because that's what they are for right!?! Boy have I never been more wrong.

I am in a house with my 3-year-old and my 80-year-old grandma and we have been freezing (because it's winter in Illinois) for weeks because no one in my area will work with this company! Ok. Minor setback. HMS then finds someone to come out and take a look at my furnace (the third company they tried to use). Yes cracked heat exchanger and it will cost 4300 to replace and install. Great.

I've got a price so I call up HMS and it takes them weeks for them to get back to me only for them to tell me they won't even come close to covering the cost of the repairs. NOT EVEN CLOSE! They then have the audacity to suggest another company that's 2+ hours away to come up and give a second opinion... Over the weekend... They asked me to wait another week or more in temps around 19° so they could get another company... a company from their location to come and take a look. As I am freezing I am writing this review to say I do NOT recommend and I will NOT recommend this company to anyone I know in any state that I know them. Complete GARBAGE. DONT WASTE YOUR TIME OR MONEY WITH THIS COMPANY.

It was always very pleasant when I called them. They've been professional and courteous. They helped me to go through the claims process, so I didn't have a problem there. It has always been good any time I've needed them. The contractors came the next day. It was right soon and everything was operating well after the work was done. Now, the only thing that I have not taken advantage of is the one that you do before you have maintenance. I haven't used that a lot. But otherwise, I haven't had a problem with them and I have recommended them to someone.

Last year, I had a company for my heat and they came out twice. They said it would be fixed but it was never fixed. The third time when I tried to called them, they never called me back. That was the only time I've had that problem, and then we went online and looked at the reviews, and everybody was saying the same comments about this one company. They don’t return phone calls. TotalProtect needs to make sure that they send out reputable companies, not just companies that are willing to do the work.

HMS set me up to work through Neil's Heating and Air. The tech said he could make it on Monday afternoon but never showed and never followed up with me. They came on Tuesday and verified that there was a crack in my heat exchange. They were supposed to submit the claim information the next morning but didn't. HMS attempted to call while I was on the line with them but clearly didn't follow-up with Neil's after that. I had to call Neil's every other hour until I got a response and he submitted the information to HMS late in the afternoon on Thursday 11/15.

The claims rep assured me that my file is flagged as an emergency but they were unable to provide an ETA. I've been without heat for a week now in mid-November in Minnesota. We've had multiple nights with lows in the single-digits. I understand delays for claims for fridges and washers, but this is my furnace and they have refused to allow any other vendor to do the work. A rep assured me that labor costs are covered by the warranty, yet Neil advised I'll need to pay around $1,200 for labor. Seems to me they have some unethical vendors in their network. I was told the information from Neil needs to be researched before a new furnace is shipped to his office for them to install. In the meantime, I am without heat and there doesn't appear to be any rush for HMS to resolve this. I can only hope that the rest of the process is smoother from here on out.

The second issue. Two weeks ago, in my same rental property the water heater burst. A technician came out the next day to assess and said I needed a replacement. HMS agreed. I, as well as my property manager and HMS, have been trying to follow up with the technician for over a week to get the correct size of the water heater because HMS will not order without the correct size, which I understand. I believe the company is bogus because no one has returned our calls and it’s now 2 weeks without a water heater.

I’ve called HMS several times to ask for a resolution... Can I cancel and get another company. Can I have someone else to come out to make the assessment so I can proceed with getting the water heater. They said no several times. I’ve even asked to speak with a representative and was told someone will call me back on both issues. No one has called me back. I finally got frustrated and decide to order and pay for the water heater. What is the purpose of having this insurance if ultimately I’ll have to pay for appliances? HMS really needs to reviews their policies when bogus technicians that they recommend disappear. As a customer, I should be able to have the choice of choosing another company if I’m dissatisfied with their work.

I understand if at first conversation they already said that they will not cover anything but to give hope to us and take it back in the end. VERY FRUSTRATING AND DISAPPOINTING. First time using it and definitely will be the last time. Will get warranty from a different company. I work in a customer service as well so I understand but what they did is really disappointing. Customer rep saying different thing every time. Not reliable!

When I submitted a claim to them last time, I made the call and it was all automatic. There were different prompts for different departments. It was very straightforward and it only took a couple of minutes. We were able to schedule an appointment for the following day. Their technicians were very knowledgeable and wonderful people. Our microwave went out on three different occasions. My dryer fuse blew and they came out for that. The services were mostly through A&E except for the last one which was with Sears for the dishwasher. The work is usually a one-time visit except with the microwave when the guy needed a helper to lift it up to put it over the stove. The guy that came for the dishwasher was able to replace its motor that very same day. We're happy with TotalProtect, especially with the last incident with the dishwasher getting fixed so quickly.

I called back TotalProtect and told them that they gotta have somebody else. They said they have a company named Hobbs in Lancaster, Ohio. The company contacted me and they came out the very next day. Two mechanics came out and did a superb job. They evaluated that my water heater wasn't leaking. It was a discharge line from the air-conditioning unit that was plugged up. They said that took care of it. They charged $100 for the service call which I paid out of my pocket, but those two guys were wonderful and I would have them back in a heartbeat.

Even though we had attempted to seek prior authorization on the emergency repair and it was obviously HMS's fault that we didn't receive the authorization, HMS has withheld any compensation for the repairs and held fast that any repair performed without their consent is not covered. The statement by HMS's Agent that our account had been canceled was false and directly induced us to proceed with the emergency repair without the Company's prior authorization, which was withheld on erroneous and false pretenses. Again, we sought to proceed with the repair through the appropriate HMS channels and were denied by HMS from receipt of the prior authorization that we sought based on false pretenses. Appeals to managers have been rejected. Again - HMS is a FRAUD!

Pump is NOT covered at all. It will take them 2-3 days to call and tell you. Please do not call and fuss at us. I wasted 2 hours educating them about pools and equipment only to have them look the pump up online and discover that is has a timer built in – so they denied coverage. I did everything I could to avoid discussing the “timer” issue. Almost all pool equipment is covered by a timer. I am on hold to speak now to customer service to register my complaint that I wasted 2 hours when they knew that had a way to deny coverage. Hanging up now. Customer service never answered. We will be happy to replace the pump, but your insurance will not pay a single penny.

I've had good and bad experiences with TotalProtect. For the most part, the interactions with their reps are fine, unless there is an issue, and then it becomes somewhat daunting. We placed a claim for our dryer and after it had been determined that the parts weren't available, we were told the dryer was gonna be replaced. A week or two later, we got a phone call and was told that they were going to repair it.

It took about three months, sometimes, two and three hours on the phone to finally get them to realize that the part that was on order, never was on order. Or, it was on order but it was never shipped, or nobody could find it. It went way too far and way too long for someone to say, "You know what? We've already established that this unit is replaced,” and cut a check. The significant issue that we had was related to miscommunication and customer service. But if it is a simple claim that they come out, assess the problem, parts are available and fix the issue, we've had no problems.

Another is that there were a couple of times early on where I've had to make the statement that I will not use the contractor TotalProtect has provided when the AC was replaced. I even filed a claim with the Better Business Bureau against them. When it comes to appliance repair in our local area, knowing that the individual TotalProtect hooked us up with is unresponsive, I don't even accept that. I tell TotalProtect that I'm going to use a third-party and they give me that option. But the minute we got a qualified technician out, I haven't had a problem.

The part was ordered Friday morning and has not arrived by Wednesday evening. Lowe’s and Home Depot have a large variety of these elements readily available (AO Smith parts) but for some reason it had to be ordered from the manufacturer. I have tried to call the CCHS to expedite this in some way. I have called at least 6 times, have been disconnected 3 times and placed on hold 3 times when I asked for a supervisor to assist me. Two of those 3 holds (around 12 minutes each) resulted in the representative telling me they tried to get a supervisor and no one was available. They would call back (no call yet). The third call to get a supervisor resulted in a 43 minute hold while the representative looked for a supervisor and we gave up.

We are not happy that a hot water heater 8 months old needs a part to work and that it takes a week to get that part and that I have to pay $149 for a part that is @20.00. Additionally we are not sure this part will rectify the problem. I am wondering what good a warranty is! I am not happy that CCHS has done nothing to fix/expedite this issue and that I can't reach anyone with enough knowledge to assist me. If this is a common issue (to be without hot water for a week while waiting for a part that is locally available and paying a fee of $149.00) I would strongly suggest checking with other warranty companies on their policies. We are going to explore other warranty companies after this incident.

We ought to be notified if there's a name change like a simple email saying, "Oh, by the way, the name was changed," or "This is the name that we're going under now and this is how you would contact us." But other than that, I've been very pleased. It's always been within just a very short period of time that I hear back from them. Once I put in a claim, depending on whether it's at the weekend or something, I usually hear back from them either that day or right away.

I've always been pretty pleased with the contractors that they suggested. With the ones that I dealt with, I couldn't think of any that were not professional. I've been very pleased with the service as well. I talked about Cross Country frequently when I hear people talking about issues they're having in their home. I would say they got to have what I have and it really works well.

The plumbing company that came today was outstanding. The guy knew exactly what he was doing. But a couple of months ago, I had an air conditioning issue and they were totally unsatisfactory. They ruined one of my carpets and they said that they were gonna make it right and they were gonna come and pay for the damage. Up to this day, I catch the guy every once in a while. He'd answer the phone and I go tell him that I'm still waiting. I also went online and I put a very unsatisfactory review for Paul Thomas Air Conditioning Company. I went on the Better Business Bureau and I left a comment on there, too.

I called TotalProtect and I told one of the representatives exactly what happened. She put me on hold and said she would try to contact them also. She said she left them a message because they didn't pick up. While I would not recommend that company to anyone, TotalProtect still did a great job and would recommend them.

Original review: I have been with this company for 20 years. At first it provided reliable contractors. Repair / replacement is no longer assured. example, My garage door opener is 40 years old and has been covered by total protect for 20 years. A pulley at the door end of the opener cracked this week. The service provider contracted from Sears said he would have to replace the door opener. He called Total Protect and told them 1) the door springs and pulleys were (surprise) worn. Total protect denied the claim and refused to replace the opener. I was charged $125.00 for the service call. No work was performed. The provider did leave me with an offer to perform the work if I self payed. 750 dollars to replace the springs on a single car garage plus 500 dollars to replace the garage door opener. Past service calls have included a plumber who brought his 8year old daughter to sit in our bathroom while he repaired the toilet. It took the plumber 5 service trips to replace the flapper. The girl came on 3 trips. Our Hot water tank broke, a different plumber was sent, $125.00 for the tank replacement. There were associated charges we had to pay....New drip pan, wall straps, new gas valve, new gas tubing, new expansion tank, our out of pocket was an additional 350 dollars. We complained to the BBB and found the plumber had lost his license and his bond was expired. DO NOT ENROLL WITH HOME PROTECT (I BELIEVE THEY ARE NOW ASSURANT OR ASSURANCE) We pay $40 dollars a month and are comparison shopping for other plans. My residence is in the state of Washington King County.

I called my real estate agent and told him, and he said that should be covered under your home warranty, so I called them and submitted a claim. It was denied because I did not call HMS first before calling the plumber. They proceeded to tell me that was the guideline of the company, and I agreed. However, I never received the guidelines from them. Nothing was ever sent to me or given to me defining what the guidelines of submitting a claim were. One week after submitting the claim, I received the handbook from HMS explaining the guidelines and procedures. Guidelines that I would have gladly followed even in an emergency situation where I have water flowing into my home.

I contacted everyone that I could with supporting documents, even had the owner of the plumbing company that I used talk to HMS and tell them what his professional diagnosis was. And I did all of this at the request of HMS thinking that they were actually trying to help me. WRONG... After 3 months of going back and forth, they still declined my claim, saying that I did not follow the correct guidelines. I cannot play by the rules if I don't have the rule book. That is the part that they refuse to understand or be compassionate about. I spent almost $1,100 for a new hot water heater in an emergency situation and they refused to help me. They would not reimburse me any of the expense, even though I continued to explain to them that I would have played by your rules if I had only known what the rules were.

I am very disappointed in the compassion level and just the failure to believe in someone who desperately needed their help. The exact reason that you purchase a home warranty in the first place... To take care of unforeseen problems and emergencies. Horrible customer service, and what's even worse, they acted like I had done something wrong. I did. I bought a warranty from them.

There was rust. ANOTHER LOOPHOLE. Also we have had service providers come out and patch the furnace issues over the 2 year period... each time I pay the deductible and was okay with that knowing that soon it would be replaced. I am a fair person and have NEVER written a review bad/good review in my life. Your company is unethical / bait and switch. I blame myself somewhat after looking at the reviews 2.7 stars? Not good. I truly feel I have been taken advantage of and plan to take further action with the BBB. Please BEWARE of this company.

Original Review: We have opened a clime for cook top coil replacement and when they replace 1st one, second one was broke next week..Now they charging me for copay for 2nd coil. It took 18 min to reach customer service and came to know that, policies are set for auto renewal. To stop auto renewal , they ask me to speak account specialist and still no luck to reach account specialist to update account. Beware of auto renewal of policy and customer service is very bad and no piece of mind

I've also had two major issues. One was my oven and the first person that that company that they sent out did a lot of work and actually broke my oven. Meanwhile, they're charging my warranty company for their visits and their parts so I got charged for them breaking my oven. I shouldn't have been held to everything TotalProtect paid that company for breaking my oven. TotalProtect said, "We've paid all we're gonna pay. You've hit your limit, so if anything else is wrong with your oven, it's all on you." Top-rated companies don’t need to do this. They have enough business. So, I understand I'm not getting the top-rated companies around San Diego.

We had to get another company and to no fault of TotalProtect the guy got sick. They sent a third person and by the time all this had happened, parts started becoming not available. I was also limited by their maximum of $1,000 per appliance. The third person they sent did the trick, but because of all the other issues, there are some charges that didn’t help.

The last time I called them about what was going on right now with my spa, the first person they referred me to doesn’t even have a working telephone number. I called TotalProtect and waited to get a human being to tell them, "Hey, you may want to check into this. I haven't been contacted like I'm supposed to and I'm getting this error message." The rep put me on hold, went and tried to call herself and then came back and said she couldn't get through either. The second person they referred me to when I looked them up had been refused a rating by the Better Business Bureau so I didn’t want them. I'm now working with a third person and my concern about her is that she called me to tell me that my part was no longer available and she was having to call TotalProtect or Country Rider back about getting the part.

I told her I would call the company that I've been ordering my spa chemicals and stuff since I bought the spa in 2007. I found out that they have the part. They can't figure out why my gal would say she was told the part was no longer being made. I don't know who she's dealing with or who her people are. She's not familiar at all with my spa. I understand there are a lot of spas out there but she really didn’t have a clue. She was taking a bunch of pictures and was gonna go back and ask someone else what to do. If she needs to go back and ask someone else what to do, why isn’t that person the person coming out to do the actual work, to be able to identify the problem the first time.

With the oven, my husband and I also found the part ourselves because the companies couldn't find the parts. So my number one issue is how well rated the companies they send are. I wanna know I'm getting capable people. They also have to agree to only charge a certain amount of money for what they do. I'm concerned about the quality of the contractors because other people that they send out have been great. For my washer, that guy was great. He came out here and he knew what was going on. He came ready to fix it and took care of it right away. I've had a mixed bag of experiences with TotalProtect over the years that I've used them. But overall, I've been pleased except for my oven. I'm still in the process with the spa. I found the parts and the gal is going to call TotalProtect to see what they want to do, and we'll go from there.

The technicians are really good too. They are friendly and they do the job. We pay them the deductible and 90% of their work has been really good. But I recently had to replace our refrigerator myself because the warranty company wanted to keep sending repairmen out to try to fix a broken problem that could not be fixed. We had thrown away hundreds and hundreds of dollars of food that had gone bad because the freezer wasn’t freezing the way it should. I had to go out there and replaced it myself because they wouldn't. It didn’t seem to matter that we had lost all that food. My sister and I are both on fixed incomes and it was really frustrating. Nevertheless, I'm very happy with TotalProtect. They just need to be more open-minded and they need to listen to their policy holders. I would recommend them except for that one instance. We've had them for 10 years now and aside from a few glitches, my experience had been good.

The furnace has been functioning perfectly for the past 2 months. HMS is saying that their report from the servicer is saying there are pre-existing cracks in the heat exchanger. The repairman told us that is not what he reported, that these cracks could’ve happened 3 days ago. No help, so far, to a resolution despite contacting HMS. We need a working furnace without fear of carbon monoxide leaking into our home. So far, none of the detectors have gone off. How can you claim this as pre-existing?!? Provide better service to your customers! This will not end here.

They advertise “If we didn't get it right the first time, you won't have to pay the deductible again” but that is another lie… My dryer has never been fixed and they wanted to charge me 3 times.

I tried to cancel my service for this scam company because I have already lost so much money. They threatened me over the phone to charge me with parts and labor, for a dryer that has not been working in over 2 months now and a cancellation fee!

AVOID THIS SCAM THAT IS TOTAL PROTECT!

Thanks you

I finally just talked to them sending me a check and I'm gonna have somebody else do it. I’m taking care of it myself. Also, the last time I called, their hold time was off the charts, like so many hold times are these days. You wanna try and talk to a human and to get to a human, it's next to impossible. As a matter of fact, for one of my claims, I just did it on the web which was easy, but you still wanna talk to a human in the sense that you got some other concerns, not just the oven doesn’t work or the dishwasher doesn’t work.

The steps to go through is just three pages. Then they send an e-mail with the contact information of the contractor, and I call the contractor. Their contractors are very good. I have done two claims and both contractors were very good, courteous and nice. Cross Country has been very responsive to my claims. They also have this program which I utilized during the first two years. Every three months, they check over the different systems in the house including electric, plumbing, AC, and the furnace. I will recommend them.

After around 15 calls I got the 2nd ticket created and Cross Country made me pay additional copay for the 2nd time and I have escalated this to BBB. A senior management from person from Cross country called me and promised that they will reimburse me 2nd the copay (I am still awaiting. Haven't got it). I was frustrated with this kind of service. And when I called membership to cancel my services, they are asking me keep continuing to pay my premium till the end of contract for another 6 months?! If you ask for their contract they will ensure not send in email and they will say it will be mailed through USPS post. And after you receive it you will never find details about these policies.

I had a serviceman out a couple of weeks ago for my washing machine and he seemed to know what he was doing. He explained everything that was going on and whatnot. The washing machine was making a loud noise and it turned out to be the bearings. He had them with him so he didn't have to go out, come back, or make another appointment. Everything was done in one trip and he was in and out in about an hour. I was very satisfied and the washing machine is working fine right now. All in all, I would recommend TotalProtect wholeheartedly just based on the six-month repair guarantee.

However, I had problems with time when it comes to vendors. There was a time when it took more than a week to get somebody out there to fix our air conditioner in a hot summertime. They had to send out a vendor to assess the problem and then he has to call back Cross Country and submit his repair job and the cost then wait for them. They have to approve the amount that he submitted. That seem to be a delay in there.

One time particular it was in the afternoon when the vendor got to me and he said that he was gonna go back and send over his invoice but he couldn't come back and fix it until in a week it was in there. This was like on a Thursday and it wasn't approved for them to come back out there until Tuesday of the following week. He calls me and say, "Well, I am gonna be on this job tomorrow, Wednesday, but I can be there Thursday morning." So it's been out a week from Thursday to Thursday. I don't know what ought to be done to solve that, but it sure would help if they could fix it.

Nevertheless, I love the product. It has saved me money and I would recommend that because appliances and stuff break down all the time. It's just some of that service thing in there is kind of a drag. But the vendors, as far as all that they sent out, seem to know what they're doing. They're very professional and polite so I like that.

For example, I had a plumbing issue at one of my homes, and it took the plumber almost two weeks before he came. I felt like I could have gotten somebody. Unfortunately, my tenant didn't know that they could've just called me back and I would have gotten somebody else to come out there. Otherwise, the work was done fast and what I expect to be done, except when something has to be replaced. It can take a while. When my washing machine at my main residence was to be replaced, it took them almost a month. But once I pursue it, they finally got it done, so I'm satisfied then. I'm very persistent. I still love HMS and it has the best service. I recommend this company.

A few days later I got an email from one of the companies that work with TotalProtect. They sent me a statement for $1,136 that I had to pay them. They gave me a breakdown of all the money in the different categories - the electric, the gas, the pipe, and the ductwork. $213 is for unspecified modifications and they didn’t explain any of that. They were also charging $150 to take my old furnace away. I said no and for them to take it off the bill because the bill was already outrageously high. They wouldn’t work with me. They said that it's a liability thing and they were not taking it off. They said they could give me a senior discount and then came back a second or two later and said they could take $37.50 off of that $150. I said no and that they had to take the whole thing off.

I have discussed this with another person at TotalProtect and she told me I was out of luck. She called them and talked to them, and the gentleman that I dealt with was not there. He would not be available for four days. She got back at me and said that I would still have to talk to him because he wasn’t there. That was the only choice I have and I’m so unhappy about the whole situation. Nine years made a big lemon in my mouth. I have a lot of experience around furnaces. They were ripping people off but I couldn’t do anything about it.

Nov 19 at 10:41 AM

Service Request #

MN

We would like to take this opportunity to apologize for any delay in service and for any inconvenience you have experienced. At this time, a pre-qualified network Service Provider is not available in your area. We can allow you the option to contact a local service company of your choice in order to expedite your service request.

Please have the service technician come to your home and diagnose the failure. If the out-of-network Service Provider is unwilling to accept third party billing, we ask that you pay the service call fee in full, and we will reimburse you for the amount in excess of your deductible. As a reminder the non-refundable deductible associated with your claim is $100.00. This amount is due regardless of whether the claim is subsequently approved or denied.

It is very important that the technician call us from your home at 1-800-331-7421 with their diagnosis prior to completing any repair or replacement. Please understand that in accordance with your warranty agreement, the work will not be covered if it is performed without prior approval.

When your service technician contacts us with the diagnosis and the failure is deemed eligible for coverage, the Authorizer will provide you with the amount that is payable under your warranty for either repair or replacement of the covered item. A reimbursement check for the authorized approved amount will be issued to the contract holder. Repair or replacement without our prior express approval WILL NOT be reimbursed.

A copy of the paid, detailed invoice is required for any and all reimbursements made on behalf of your warranty. Your documentation may be submitted by clicking here, or via email to ownercodocuments@cchs.com.

Your invoice must include the following:

· Contract or Service Job ID

· Description of the item repaired or replaced

· Diagnosis detailing the parts that failed and the cause of failure

· Your name, complete address, telephone number and email address

· Valid, legible invoice or receipt identifying the vendor or store name, telephone number and complete address including email

· Itemized material and labor costs

· Total billed amount, total amount paid, and proof of payment

· Please allow 2 - 4 weeks for processing upon receipt of your completed documentation.

Respectfully,

cid:image002.png@01D27D63.830AC0C0

Megan

Case Management Supervisor

1625 NW 136th Ave. Ste. 200

Ft. Lauderdale, FL 33323

So I now have to do there job and call a heating Tech and schedule appointment? Make sense I only pay you for a service or do I, they got me good didn't they. So I called got same day service with option to fix that day but wait they need to call Claim department to get the OK to do work. Wait I call I stay home from work to meet them and you may not approve the work because it's to expensive charging double the rate? I believe this is a emergence so it will cost more. Total Protect/Cross Country Warranty does not care about you or the situation your in. It comes down to dollars. In which not one person could give me a replacement dollar amount for my furnace. My furnace ended up having a bad heat exchange and I payed out of my pocket because I didn't send tech away because they didn't want to deal with a third party. I had to fix this as I was leaving out of town.

As for Austin there review guy that comments back on reviews. He never helped my case as stated in previous review. I gave them my info and never heard back. All contact was done by me.

Original Review: I have had there service for years and used it a couple times with sub par service. I have been meaning to change company's but with busy life style you forget. But after today I am canceling. My furnace went out last night and was 62 degrees in house and falling with temps of 29 degrees outside. Called main line and got the computer service and it set up a appointment the following day at 8:00am which i can live with if i go by space heaters till then so things dont freeze. But at the end of call it changed appointment between 8:00am and 4:00pm so now i miss work to. So i call there main line and after navigating through there options I final got a hold of a live person who put me on hold for 10 minutes and said Neil Heating and Air conditioning will call me in 30 minutes which never happened. Big surprise sense its Sunday. Called back put on hold for 20 minutes then put to Luiken's Heating & Air Conditioning voice mail left them a voice mail not evening knowing who they are sense no representative told me what was going on! I call back again talked to another representative that gave me a number of Luiken's how i left voicemail with and was connected to a answering service of Luiken's which told me they would call them and see what is going on. I guess I believed Total Protection had Technicians on call for emergency tickets. I have no heat and have not heard form anyone 4HRS later so I decided to start reading reviews and relieved this is a common thing with Total Protection. If you don't care to get help when it really matters sign up with them!! !

With our most recent claim, the first guy who came said he understands tankless water heaters and that he's doing it for years. Although I know nothing about tankless water heaters, I could feel he had less knowledge than I had because he kept referring to a book and spending about an hour looking for the code. Then, he was looking at the wrong code when it was clearly displayed on the screen what it was. If you've been doing something for years, when you see the code, you could tell which area it is.

The company TotalProtect used this time was M.J. Fahy. At first, it was one guy and then he called another guy to come in to look at the same thing he was looking at. They kept telling me that they were gonna be around for several hours and I didn't have to wait. Then, they said they had to order a part and left. They ordered some parts twice and they weren't the right ones. The next time, they said they have to get me a new part at the shop. The guy went and talked to the distributor, but when he came back, he told me that he has to order it so he did. When he ordered it, two of them came back again. The guy insisted again that I don't have to hang around to the point that I had to tell him that I own the property and it's my option if I want to stay. They fooled around back and forth moving screws and things, not even touching the water heater. Then, I decided to go upstairs. The guys were there a good two hours.

When they finished, they gave me a receipt with each one putting down four hours. I was wowed. When the water heater was completely installed, the person who did it took about 40 minutes. With this issue, it was eight hours among two people for going back and forth, stopping, and talking on the phone. This is why my insurance is so high. Other than that, it's been good with TotalProtect.

I hate submitting claims through the automated system. It would give me times but those wouldn't work and then it was other times. When we were going out of town, I wanted to set the service up for when we got back but the system just kept giving me day-by-day time. Finally, I was able to get in touch with somebody and get it all worked out. I've heard other people that have had problems with having to wait for service with their warranties, but I didn't experience that. I would use HMS again.

The technicians they've sent out have been really good workers, as well. They’ve all been very personable and I’ve never had a problem with any of the jobs they’ve done. But with the last claim I had, the tech wasn't able to take care of the problem and TotalProtect didn’t cover the issue, so it cost me. Still, the tech really tried and he was in there for an hour trying to save me a lot of money.

After submitting a claim, somebody comes out within a week. It takes a little longer than if you were to find somebody, but then it's covered. The contractors have all been really good and helpful. The ones that I've talked to explained what was going on and why we needed to do the different things that needed to be done. We've had a water heater replaced and dishwasher and washing machine fixed a couple of times in this house and in our previous house, and I’ve been happy. They also used to do a check-up on our equipment where they had somebody come out and look at it and make sure everything was working right, which was kinda handy, but they don't do that anymore.

If sort of operating on the period that they’re supposed to they charge me 80 bucks and sometimes they charge me a little bit more than 80 bucks. But if I’m looking at something that’s gonna cost me $600 to repair or $1,200 to replace, and the charge ends up being $112 instead of 80, I’m really not gonna complain about it, which I suppose everybody’s counting on. I’m not someone who buys the extended warranty when I go shopping for appliances and things, and I think that $50 a month, you’re gonna pay it one way or another. So I’m perfectly happy with my home warranty.

Call Total protect , they said no charge they’d send out Sears . No one showed . Sears said they never received the request ?

I called again , got a confirmed sears appointment . That morning sears called and demanded another 109$ and when I said let me call total protect the said ok but cancelled the appointment . I now am out 2 half days of work ???

Horrible horrible horrible!

We have two hot water tanks and one started leaking. TotalProtect replaced that without any problem, although we’ve had more problems with some of the people they sent out. On one instance, they sent out somebody who came from another 50 miles away for the air conditioning unit. He gave us a price, and he also gave us something that said that he was charging $300 or $400 to remove the Freon. He never called us back, so I had to call TotalProtect two weeks later to find out why the guy hadn’t called back. They called and they finally had to trace the service guy down because he never reported back to whoever he was supposed to report to what was wrong. But when he reported back, they told me the price they got. I asked why it was so high and they said that I’ve got certain things and one of the things that stood out was that he had to remove the Freon.

I was looking at the statement he gave me of what was wrong and he said on his statement that there was no Freon in the thing. I asked why he had to remove it and why he had to charge $200 or $300 to remove it, but they couldn’t give me an answer. I finally said that I didn’t want the tech, so I ended up having to pay another deductible on it again. They finally got a heat and air guy out who didn’t charge to remove the Freon because there was no Freon in it. I also had one of their service guys tell me when he came out that the price was kinda high. He also said that when he was talking to the people at TotalProtect, they asked how much it would be and the guy from TotalProtect said he was cheating himself and that it was lower than what other people charge. I know that TotalProtect has to take care of their service people and I don't mind that, but I wish they would vet these companies a little bit better.

We have three air conditioning units and we had one instance with our unit outside. We had something fixed on one of them and the person who was doing it came back and said that I couldn’t do that work because I already had a coil put in. I said that it was a coil for the ton unit and we were talking about the half-a-ton unit. I also said that they can’t put a ton unit in a half-a-ton unit. It took almost a month to get them to get that thing straight because they didn’t go back and read. I had one woman that was supposedly up in the ranks of being able to give approval, but she wouldn’t call me back. I kept on sending her emails and told her to call me back. Finally, somebody else called and the issue was finally taken care of. However, I was kinda frustrated.

The last experience we had was with the septic tank. We called in and said that we have the septic tank on our coverage. It was full and it hadn’t been pumped out in 20 years. They sent somebody out and they came about 50 miles away. The guy had put on there that it was a stoppage, although it wasn't stopped. It was full and it needed to be pumped out. While he was coming out, we looked at the internet, and the company had some really terrible reviews. They said that the guys never called back, they never came back, and they never did anything, but we went ahead since TotalProtect sent them out. He marked where the septic tank was and I asked when he was gonna do it. He said that they would call us back. We waited three days and we called them back, but they didn’t return the phone calls. I called TotalProtect and I said that their guy didn’t come and he wouldn’t return phone calls.

I told TotalProtect that we found somebody here locally who would do it, so they called and talked to him. The problem was he wouldn’t take payment from a third party, so TotalProtect called me back and said that we can go ahead with him. We called the tech and told him to come on and do it. When we sent the bill in, TotalProtect said that it was not an authorized job. We had to go back and say that they authorized it and that I got an email from them, and they said to call the people. They finally said okay, but they wouldn’t pay. We paid $100 to the first people who never returned the call and they took another $100, so it cost us $200 when our deductible was only $100. They came back and said that it was a different thing and that it said it was stopped. My wife tried to tell them that it wasn’t stopped and that we told them we wanted the septic tank pumped out.

At first, we had very good experiences with TotalProtect, but they’ve gone downhill the past couple of years. They’ve got some people that don’t seem to think and can’t read. They can’t read their own notes and they can’t understand English.

I’m not a big fan of farming stuff out to overseas because they have a problem. Sometimes they can’t communicate where they are at and they don’t have all the systems working inside there. They are smart people, but they don’t have the ability to communicate back and forth as they need to. I had one situation when we were going to Florida and I got on the cellphone with a guy, but he couldn’t handle it, so he said that he was gonna put me in touch with somebody higher up who can approve it. He got a hold of it and we walked it through and we got things handled. However, it seems we couldn’t get that type of referral and talk to that type of person again when we were having a technical problem or a problem with their system. I have a problem when they don’t read what’s in their system or what it appears to be.

TotalProtect is not a bad company overall. But they've got some areas I really think they need to look at. If they lack people up here and they don’t have that much contact, it’s hard for me to get help here and get things done. If they don’t have somebody in the area, they can find someone. And if they find someone who will do it, they should call us back or give us their number and we will call them.

On Monday, 11/5, I notified the repair tech that the fridge still wasn't working as it should. The technician notified the warranty company of his attempts to repair the fridge (but attempts were unsuccessful) and his recommendation that it's not economical to continue to repair the fridge. The claim has now been moved into the Research/Authorization Department and I have not gotten any response or information except I have to wait. I have asked to have this claim expedited or speak with someone in the Research Dept but have been told there is no number to call and I just have to wait. I have been without a fridge/freezer for almost 3 weeks and I think it is completely unacceptable that this cannot be sped up or speak with a supervisor. From this experience I can't see how I could ever recommend this company or warranty plan to anyone else or possibly renew this once my contract is up.

Yesterday (I'm in Minnesota) I woke to a furnace that wasn't working. I did the homeowner-ly check of all the obvious things and then called a local service provider for service. Within 3 hours they were on site and diagnosing the issue. While we were reviewing the diagnosis and cost of repair it dawned on my that hey, you have a service plan!

So, I contacted Total Protect via their 800 number and after waiting in queue 30+ minutes I was finally connected to a live agent. She took my information and assigned me a provider that I needed to call to set the appointment. So, hanging up I called their provider who called me back and told me they were a week out on getting to my call. I should Total Protect back and ask that they reassign me to another provider.

So, back in queue for another 30+ minutes and finally get a live agent who apologizes for the inconvenience and that if I'd hold she'd go find me another provider. 30 minutes into that hold process I was disconnected. No call back from the agent so I called in again waiting another 30+ minutes in queue. Reconnecting to a live person and I indicate what'd just happened and asked that they look at the claim (notes or what have you) and reconnect me to the previous agent, or let me know what she'd found.

There were no notes, or changes to the claim, so this guy (very very polite and all that) indicated that he'd have to place me on hold again while he locate another provider. It's at this time that I shared my frustration and angst over this process. He apologized and said there wasn't anything he could do other than work to find another provider. I then asked for a supervisor.

He placed me on hold for a few minutes and came back and said I've looked at Minnesota weather for the next few days and I see that it's going to get colder before it gets warmer. He'd change my call to an emergency and if I would hold again, he'd go find me a provider. I told him I'd been holding all afternoon, and quite frankly my phone was in need of charging. Could he call me back? He said sure, so I took down his name an extension number and awaited for a return call.

No call was forth coming and 4 hours later I called again. This gentleman (after waiting 30+ minutes in queue looked at my claim, confirmed it was in emergency status, but again, no provider. I'm beside myself as you can imagine. Sharing my frustration yet again I asked what he could do. He stated he would place my claim into Dispatcher status and someone would be in touch. Realizing that it was 830 at night I knew I wouldn't hear anything until morning, but here we are going on 10AM cst and no call yet.

It is 23 degrees in Minnesota right now. I need my furnace fixed. Sadly, I wish I'd seen this review site prior to signing up for their service. I NEVER had this experience with AEON or Homesmart.

We also have a plumbing claim and the plumber who came found where the leak was. He put a cap on the icemaker and untangled the cords, and it’s not leaking anymore. The only thing is when it leaked, the filling came in and some went in the basement but the plumber said that it was not something that was covered under his call. I haven’t gotten that repaired yet. The issue is I don’t really know what is covered and what is not covered under my warranty. The house is so new and I’ve been traveling so much for work. I didn’t have the time to call back and figure out all of that. I would think HMS would have a better explanation of what is covered and what is not covered online, but it isn't like that.

We also had a problem with our garage door opener, so my husband called to report that it needed to be fixed and created a ticket. When HMS called, he told them that he didn't want Home Resort. They told him that there were no other repair people in our area. My husband said that it was fine and to have them come out and fix it. The Home Resort guy came out and said that the motor was bad, which we already knew. He said that he would get an approval from our warranty and we waited until the next week. In our experience before, the insurance approved it quickly, not something that took days and days.

My husband called and asked where we were at with the claim and told us that the guy said that our insurance hadn't approved it. So, I called HMS to find out where we were at. The rep said that we canceled, but I said that we didn't. The rep said that my husband didn't want Home Resort to come out, so we canceled, but I said no and that Home Resort already came out. I also said that I just wanted to know where we were and when it was gonna be approved, but she said that they canceled the claim. I told her that the guy came out and that I paid him my $100, and she said that she was gonna fix it.

She had canceled our repair order and I asked her multiple times to let me talk to a supervisor, but she refused. She kept telling me that she was gonna fix it for me, but I kept telling her no. I could tell that she did not understand what she was doing. So, I said that I needed to speak to someone else and that she was not helping me. She then connected me to someone else and when I spoke to that person, she said that she didn't know what was going on, but that in the notes, my claim had been canceled by the girl that I had just talked to.

The second rep had to resubmit everything and do something to get it approved, so it took us extra time. We waited three weeks before we got our garage door fixed. When I got transferred to the second girl who finally was helping, at that point, HMS should have contacted us because there was a significant problem on their end. The first girl should not have been working there. She did not know what she was doing and she created a huge mess.

The Home Resort guy came out and he told us that when we get the garage door opener and if we pay the $100, that just covers our warranty piece, but if we wanted to have two garage door openers, it was gonna be $30 more. We needed two garage door openers, one for me and one for my husband, so we said okay. However, I came to find out that he bought the one that came with two for $159, so we paid more than we should have. He was very shady and HMS should consider finding someone else. In the past, we've always had really good service. Usually, when we call, HMS had someone out here real quick. We've had trouble with our heater and they sent someone out right away. Our water heater had to be replaced and they've sent someone out right away. We've always had really good luck with claims until the last time that was pretty rough.

She then repeatedly stopped talking to us on the phone to try to get us to hang up--every time she returned we asked to speak with a supervisor, and she refused to connect us. After an hour of asking politely to speak with a supervisor, this customer service representative hung up on me! I have never been treated so terribly as a customer in my life. I will never recommend this company to anyone ever again. I think it is a scam and that I have been wasting my money for years.

Right now, I wasn’t told all the details of how to use the new unit and because of that, I don’t know if that’s the issue. I had had seven or eight issues behind this unit. It's the time limit and I don't like that part. They tell you they would come out and that they were following up on the issue and I have to pay extra money. I will be telling them I'm not gonna pay extra money. This is a brand new unit and I shouldn't be having any issues but I do. Over the summertime, I had the technician here three times and now, at the start of the wintertime, he just came out two weeks ago to fix the air. Then, when the heating system came on, they have yet to turn around and fix the heat. I've been here 20 something years, and I never had any problem like that with the old system.

TotalProtect doesn't follow up with you to tell you what happened and what's the cause of it. If you don't call them, they're not gonna call you. You should make sure to get all the details of what's behind what they got to fix. If they got to come in and give you something new or fix your unit, make sure that you ask them questions or stop and ask the electrician questions, because if you don't, you're not gonna get an answer.

With HMS Home Warranty, everything was easy to understand. We got something like Craigslist's update and $100 deductible. That was pretty reasonable. The actual contractors who came out were really good too. They came when they said they were gonna come. They fixed what they said they were gonna fix. And they charged me exactly what they told me they would charge me. I like it when people do what they say.

HMS needs to update their software and get a system that actually works because with their system, you can't go back. You also can't get support and you can't talk to anybody. I've had other places too, and HMS is as good as the warranty companies I've worked with. They're all counting on third-party people. So, as they go, you've gotta be patient because there's no quickness about it. Even if it's an emergency, you're still gonna wait a week. That's a concern if you have a furnace that's out in the middle of the night at wintertime. We had an air conditioner out for two weeks before we got anybody come out, so you better be prepared to wait.

Service company that deductible is paid to. The 1st company recommended never showed, wasted my time, and long story short doesn’t exist. HMS sent out a different company, we paid our $100 and the claim was denied. Claim was auto-denied because it was submitted too quickly. HMS did not auto-refund our “deductible.” HMS would reopen claim but needed an inspection report because problem was deemed pre-existing. Would call us in 3-5 days. No call back. After calling HMS back, they needed another 7-10 days. Was told denial would be reversed. 10 days go by, no call. Called back HMS, they need additional info.

This has been a cat and mouse battle since 9/10, today I was finally contacted for the 1st time without me calling in and checking up, and claim still denied. This company is awful and the customer service is the worst I have ever experienced. Reps say one thing, never follow through, give false dates for review, and the company will not honor their own warranty agreement. I would never recommend HMS to anyone and hope this helps others avoid this money trap.

To submit claims, I go online first and there is a little form that I fill out. I briefly say what my problem is and they call me back. All their customer service representatives have been really great. Once they call me back, they give me my provider and claim number. Usually, they also say to call my provider to make sure that they received the claim number. Most of the time, when I call the provider, they've already got the claim number, so it's redundant. It's okay though since that puts me in touch with the provider. I then set up a time for them to come out and most of the time, they've been really responsive. However, the electrical appliance person only comes to this area on Tuesdays and Thursdays so if I had a problem on a Sunday, I might not get him out here for a week.

The washing machine took months to get repaired. The first provider ordered the part. The part came to him, then he came and repaired the washing machine. He then went on vacation the next day. Unbeknownst to me and him, the part was defective. I had to call HMS and explained to them what had happened. They gave me Sears Home Repair Services. I have used them on my own for probably 30 years and they have always been responsive and really good. Their guy came out and said he didn't think the part was working. He had two new parts mailed directly to me so that when I get them, he'd be able to come right away, which was what happened. A different Sears person came out, but he installed the parts and confirmed that the first part sent was defective.

The providers have to get on the phone with HMS to have HMS approve the work that needs to be done. However, some of the providers don't like dealing with HMS because it's hard to reach them, which can sometimes take two hours. It's harder for the provider to get in touch with HMS than it is for the homeowner. Luckily, when Sears was here, it only took 20 minutes. The garage door guy said he didn't want to deal with them, but he did it anyway. He said it only took him about 15 minutes.

Getting HMS is not a cheap undertaking at $750. Every time somebody comes to my house, I have to pay them $100. Overall though, one washer costs $750. Plus, every problem we had were fixed. Although the garage door turned out costing us a little bit more than the $100 deductible, it would have cost us a lot more if we had no HMS. It would be good if they could extend the things that they cover though. At the end of the warranty period, I think I'm just gonna buy all new appliances. However, if the dishwasher, the refrigerator, and the range all go at once before the warranty is over, then I would renew the warranty as they would've either repaired or replaced all three appliances. I am satisfied with HMS and my husband says that it is a good thing that we have it.

The guy replaced the ice machine, but it didn't fix the problem and he said that he would call TotalProtect and let them know that he couldn't repair it. It took another 10 days. Finally, somebody called me and said that they would replace my refrigerator. They gave me an option on a model and said that they would also give me a cash option. I took the cash option because I bought the refrigerator locally with a company that could repair it. I was on the phone with TotalProtect at least 10 times and it took about four weeks, but I got the check.

When the hurricane came, I had an issue with my air conditioner and I had to replace it. When I called TotalProtect, they said that they didn't have a service person in our area. I finally got a guy from Sarasota to come out and he gave me an evaluation. His company got on the phone with TotalProtect and finally worked out a deal, but it took a while. Overall, the technicians that come out are professional and they genuinely try to fix the problem. However, a lot of times, they either don't have the part with them or they'll say it is not available.

This week on Monday (11/5/18) the contractor came out for the fifth time and, once again, the parts did not fix the problem and so they re-ordered the first part they replaced two months ago in the hope that it would fix the problem. I called Cross Country and asked to speak to a supervisor. After 4 attempts to put me through to a supervisor I was told that none were available and that a supervisor would call me back in 24 to 48 hours. I then went and wrote a review on this website and Cross Country responded that someone would be reaching out to me to resolve the issue.

About 72 hours after I was told a supervisor would call me back in 24 to 48 hours I got a call from a supervisor - they were not aware of my review on ConsumerAffairs. I explained that my floor had been ripped up in my kitchen and that the dishwasher was sitting in the middle of my kitchen. I had been without a dishwasher for over 2 months and I had a very unhappy wife and now the contractor has told me that they will be back for a 6th visit.

The supervisor told me that the Cross Country person had misspoken when they told me that my dishwasher would be replaced after the third failed attempt to repair the dishwasher. I told the Cross Country supervisor that the day after the failed fifth attempt to repair my dishwasher (this past Monday 11/5/18) I had gone out to Lowe's and purchased a new dishwasher and that they had already installed it today (11/8/18). The supervisor then told me that I was out of luck. Personally, I think the $720 I just paid for a dishwasher (including installation) is well worth it in order to have a happy wife and I think Cross Country are the ones out of luck.

Original Review: I have a Cross Country Home warranty that I purchased a long time ago through my mortgage company. My dishwasher stopped working 2 months ago and I submitted a claim. After the third visit by the repairman (parts were replaced on each visit, but they could not get it to work), I called customer service at Cross Country who told me that if they could not fix it on the fourth visit that they would replace the dishwasher. After the 4th visit and more part being replace without fixing the problem I was told that Cross Country would be getting back to me about the process for replacing my dishwasher as the part identified as the problem could not be found. I then got a call from the repairman saying the part had been found and they would be back for a 5th visit.

Well they are here now and it has not fixed the problem. I have a broken dishwasher that is sitting in the middle of my kitchen floor, floor tiles that have been ripped out in order to remove the dishwasher due to the tight fit and a very unhappy wife. It has been this way for 2 months. I just got off the phone with customer service. I asked to speak to a supervisor. They tried 4 separate times to get a supervisor on the phone, to no avail. I was told that a supervisor would call me back within 24 to 48 hours...just like before when they said someone would call me back about getting a new dishwasher, but they never did. I am contacting my mortgage company to see if they can recommend another warranty company. I am so done with Cross Country Home Services.