Cinch Home Services Reviews

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

I normally submit claims over the phone and the representatives are very knowledgeable. When I did a claim, they assisted me very well throughout the process and I was surprised that it was so easy. The contractor was very professional and polite as well. They did a good job and they got the job done fast. They were also very neat and they cleaned up after themselves. It was so smooth and easy. Overall, it was a great experience.

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

I've had HMS for a couple of months now and it's been a good experience, so far. The other warranty I had was horrible by comparison as I had to be on hold for 45 minutes every time I wanted to talk to them. With HMS, I do not have that problem. We had a claim, I called them, and it was easy. The claim was taken care of very well. I would recommend HMS.

Too bad no stars are an option. I am so disappointed. I have been trying to get our disposal fixed by Sears for well over a year. They finally told me they canceled the other contract because it took so long. They never informed me. They went from one bad company to another. Cross Country had someone come out to finally check it. He was kind but didn't do any work and they requested we pay him $100 anyway. The repairman checked online and saw the disposal and said they would order it and a new disposal would be ordered, after they contact me within 48 hours.

Cross Country answered all the questions I had. I normally call to set up the appointment, and a contractor comes out the same day. They're professional and I'm glad I’m using them.

Omg, I don’t know where to start. Our home is 5 years old. I believe this is our 3rd experience. On Thanksgiving Day I saw a child-size fist spot in the ceiling. It was obvious it was from a small water leak. I phoned TP/CCW and told them, I peaked into the hole with a flashlight and noticed it was from a pipe. I shared this with the on call with the warranty representative. I asked her could they cover and fix? She said yes sir! There’s no reason why we would not fix a water leak! She said now let me schedule a company to come out. I asked again if they were sure there’s no problem in covering this service as well as repairing my small area of sheet rock? She again said yes it’s all covered but you are responsible for painting it back. I was fine with that. On 11/28 they send out a company named Allied Plumbing and Construction. The owners name was Dominick. First off, my wife and son had to meet with him because he changed our 8:00 a.m. appointment to between 12-5 and I wasn’t available for that. They both said he wasn’t friendly and seem to be in a bad mood for the first 10 minutes there. My wife offered him a stool to stand on to see inside of the small hole (just as I had to) and he declined saying he could see just fine without it. I was on the phone (with my wife) listening to their entire conversation. He said he couldn’t repair the leaky pipe because the hole was too small. It needed to be cut out to a 4x4 size for him to fix. No one at your company offered to tell me this. My assumption would be if we messed with the area you would deny the claim! Dominick said he’s not allowed to cut sheetrock! He then said he will write up the repair so the company can get it taken care of. My wife was then asked by him to sign what he wrote up on his iPad. She asked him politely what is it that’s she’s signing because our experience with Tp/CCW a few months ago for our garage door was our first nightmare experience and bam, you upset us again. She was asked to sign a signature page. She told him she wasn’t comfortable signing something she had no knowledge of and he abruptly said ma’am it’s what I just told you the problem is. He said the builder uses a purple spray glue to seal the pipes. He said the pipe leaking was missed. My wife asked him how does he know that the leak didn’t wash the glue away? No response. He submitted the claim to your company on 11/28. He cashed my check on 11/28. I get a call from your representative today 12/3 that upset me so badly. I was told the claim would not be covered because the pipe was never glued. I was like are you kidding me? Is this a joke? I was told it would be and you guys would not just take another $100 from me! I had an instant flashback of my garage door experience. You said it was covered. You send a guy out that sees it’s the cable like I told you when placing the call Just to have technician say they will not cover cables on garage doors. That guy made $100 in 5 seconds. Said so many customers are gotten on their garage doors. Your company said they would play the call back to hear me say it’s my cable and guess what, they all lied to me even the supervisors! They toyed with me for 2 months. This company seems like they have a really big scam going on and I’m on fire! Take the call, take monthly premiums, send entry level repair guys to write it up in ways the repair will get rejected and upset the customer to the point you want to blackout from anger of the lies you are told. I want my $200 back or $100 back and my pipe fixed. How on heck would I know if a pipe covered by Sheetrock if sealed or unsealed! This is why I pay good money for such a big investment (like a home warranty) to cover situations like these. I have been given the run around so badly by your company that I feel I had to contact you ASAP! My family and I have been horribly treated by your company!

I just completed a year with Total Protect, but I cancelled my service because each referral agent Total Protect referred me to stated they no longer dealt with Total Protect. Total Protect referred me to four different vendors, and ALL were stated they were no longer affiliated with Total Protect. I submitted my first claim for leaky sink kitchen, and Total Protect could not locate one local vendor to repair the leak, so I got rid of them. Do not waste your time. Please trust me, find someone else.

Sears Home Services which is run by Cross Country Home Services is so awful and all I ever get is the run-around. I have had an outstanding claim for my microwave since September 24. Now I also have an outstanding claim on my refrigerator that I can't get resolved either. I have spent countless hours on the phone and never get anywhere. Each person I speak to has a different story than the last and no one seems to have any authority to do anything other than send out another technician, wasting more of my time. I have never had such poor service anywhere in my life.

I usually call TotalProtect to report issues. They took care of my washer in short order. The technician called and set the appointment up, then prior to arriving, he called. He was very courteous and professional. My washer is very old, though. The first time he repaired it was June and he replaced a compressor. Then it stopped wringing out clothes again. He came for a second repair and, this time, he said it had to be replaced. We got everything taken care of, and I was very happy.

I prefer to submit my claims with HMS online although there's been a few times for the heating or the air conditioner that it says that I have to call, and I don't prefer that at all. I like when I put it online and then they tell me my appointment date or who I have to call. It just makes it very easy and convenient. It's much better than having to call and put on hold for 10 minutes or so just waiting.

I've had Cross Country for a while and I recommend them to other family members. I've been very happy with them and I've had a couple of claims which I filed by internet as well as telephone. Their customer service has been excellent and the reps I talked to were very knowledgeable about what the policies offer. They were also very accommodating when it came to special requests. One time, our heating went off and when I told them that there was a senior in the house, they were right on top of that to get a vendor to my home immediately.

Submitting a claim withTotalProtect has been okay so far. Last year, there were some issues regarding my refrigerator. Initially, I thought I’m hearing sounds. I called, they sent out a repair guy, said everything was fine. Three weeks later, it would break again. So then, I would lose all my food again. This happened three times and by that time, it was Thanksgiving at this point, and we couldn’t purchase food for Thanksgiving because the refrigerator wasn’t working. So, I was gonna say that “This is enough of you bringing out your service guys because they don’t know what they’re doing.” At some point, I just had to say that the refrigerator needed to be replaced. Once I made that complaint, they finally resolved it. They issued the check but I never received it. I almost forgot, caught up in the holidays but a bunch of calling back and forth. I didn’t get the check until January. It took a while for them to issue me a check, but I eventually received it.

What a joke!

I did an internet search and HMS seemed reputable and their price was reasonable. The other companies are all over the place. When calling HMS on the phone, it often takes a long time to get through. It’s okay putting the claim through, but when you try to follow up on a claim, you get put on hold. It’s a 20-minute process every time a contractor comes out here to get the approval. I’ve had a guy sitting out here for an hour and couldn’t get the claim for the broken toilet authorized, so he left.

I heard TotalProtect through my dad. He’s been with them for a while. My experience submitting a claim with TotalProtect was good. However, there were a couple of other claims that I went through, like my air conditioner and furnace claim that didn’t go so well. They’re still not fixed. They’re expecting me to put the money out front and then reimburse me, which I do not have the money for that. It’s running, so I’m not concerned about it at the moment, but I’m not happy and it was horrible. Those two claims, it was rough going back and forth with their customer service. But with the other two claims that I had with them, it was fine. They came out, they did what they were supposed to do and everything went smoothly. The technicians have been fine as well.

Cross Country was recommended through one of the mortgage companies that I was with. I did some paperwork and agreed to sign up with them. Then, it was taken directly out of my checking account through the mortgage company. The coverage plan I got is what I need, and their customer service reps are knowledgeable and helpful. They take care of the situation right away and let us know who to contact in order to have whatever it is taken care of. Whenever we have to submit a claim, we call a phone number and tell them what the issue is. They are usually back within that day if we call soon enough. They let us know who to contact and to have them come and give us an estimate.

Our HMS warranty came with the house when we purchased it. We've used it twice and it was very easy. Both times, I filed the claim on the phone and it was very good talking to their reps. They sent me a text message immediately and transferred me to the service provider, so it has gone really smoothly. The technicians also resolved the problems quickly. We're pleased with HMS.

The claim for our furnace went very well. This was the one that got the quickest attention, possibly, because of what it was. It was an extremely cold night so we got the furnace fixed the very next day. I usually submit claims online and for the most part, it's easy. I got to submit another claim and was gonna attempt to do it online, but it didn’t give me an option to explain a bit more, and that would be my suggestion. I wasn’t sure what exactly to put it under so I have to call the customer service line. The techs that came out were extremely nice, knowledgeable, and quick. This last time, they were able to go out and fixed the furnace on the same day, which was great. I have one where they came out, had to order the part and unfortunately, that took a good week or so, and those were annoying when it takes a little bit longer. But I'd recommend HMS.

I’ve had a good experience all the way around with HMS. We've been using them for three years. We heard about them at the time of closing of the purchase of the house and we kept it updated since then due to the convenience and the results I’ve got from the use of the warranty. I normally call HMS to submit a claim and then get a confirmation number. I live out of state from that property, so they have access to all the information a lot better than I could access it. The interactions I had with their customer service team have all been good due to the easy access to make a claim. The customer service reps go out of their way to help me get all the situations resolved. They give me vendors who get the repairs done. And also with the techs that they send out, I’ve had all good results out of them with all the repairs that I’ve had done. I am completely satisfied with HMS.

We've been using HMS for more than 10 years. For what they have done to us, there's no need for us to go anywhere. When we're dealing with whatever issues we have, they're right there. All we have to do is make a phone call and depending on the ZIP Code, they go out there and look for a technicians company that is closer to us so that they can send an experienced technicians to help us deal with the problem.

I've had so much trouble with my heating and air, and some techs come and say, "I don't know how to work on that. I'm not qualified." And so, I just tell them to leave. It took me a year to get a warranty company to allow me to get someone to service my unit and get a reimbursement. Sears is usually excellent, but right now I'm furious because the Sears man that was supposed to repair my washing machine left without coming in because it was raining. For four months, my laundry stacked up, so I called them and he's supposed to call me back. But that's not Cross Country's fault, it's the technician. Also, I am upset that the warranty is in my husband's name when I'm the one that calls to start the service. My husband doesn't even live in this house. Still, Cross Country has been excellent. The claims reps are courteous and very professional every time.

We’ve been with TotalProtect for a number of years. We bought this place about 25 years ago and this house has aged. They developed problems, and we just wanted to be sure we weren’t gonna be waylaid by a major expense. My experience in submitting a claim has always been good. They respond well. Sometimes, it takes a number of calls, back and forth, to establish the process, but they’ve always come through for us.

I’ve been with TotalProtect for a long time and everything goes well when I submit my claims. The technicians have been great. The quality of their work has been typically very good.

Whenever I submit my claims to Cross Country, I call them and I have a very nice experience with their rep. As soon as the rep gives me the person, account number and reference number, I call them and set up an appointment. In terms of dealing with their contractor, the interaction is very good. But in terms of how long it takes for them to come out, it depends on which one it is. If dealing with the AC, the contractor may take a little longer to come out. But I only deal with two people. I know who I want and who is reliable. Overall I have enjoyed my experience with Cross Country. I like them and they are all very polite. When two of my neighbors were looking for somebody, I told them where they need to go.

My husband and I remodeled our basement. We put new roofs on, new window, landscaping, we've done everything. We have never in our life had such a good experience with any kind of service people as we did with Geiler Plumbing. It was amazing. On Friday, the basement flooded because of that sump pump. My husband was out of town and I'm here by myself. I called HMS Home Warranty and their contractor, Geiler Plumbing, was here within 30 minutes on a Friday night. They had put booties on and they were really sweet and kind, very professional but friendly. It was an awesome experience. However. the fix that they had put on didn't work because my kitchen started flooding a little bit and the pipes were kinda weird. I called them on Monday and they were great.

When we purchased the house that we live in now, the Realtor said that it had an ongoing warranty with HMS if we wanted to keep it. We paid the premiums and soon after we started living in this house, we had a few little issues. HMS covered them perfectly. We gave the deductible and we were very happy. So, since 2002, we have renewed it religiously every year because it's a very good value. When we first started, the claims went through a representative. Usually, she was very efficient and very quick to resolve the issues. As of late, they have an automated system, which works quite as well. You mention what the appliance is and they connect you with a selected service person who ask you what’s going on and what the problem is. Then, they make an appointment, the technicians come, and they evaluate the program. They usually solve it the same day but if they have parts to order, it may take a bit longer.

If there was a zero rating; that's rating. Called Total Protect (TP) for repair, Fri evening for leaking defrosting fridge. Given a rotary appt for which was not confirmed for Mon morning. Although I was notified that a tech would be out on Mon. No call; no show. TP told me to call independent contractor (IC) myself. A IC tech was sent the following Thursday. He Pulled fridge out wo sliders and scratched hardwoods, he left with 125.00 pymnt and I didn't provide me a receipt; told me, I'd get email. Had to back order parts; brought wrong part the following Thurs (2wks; no fridge). I called IC and was told sorry, we'll have to get another auth from TP for wrong part and didn't address floors. Called TP back to cancel this mess but was told Id paid the IC 125.00 so I needed to work w them. Also told me to work w IC on my floors. I called TP back & ask for receipt, a supervisor and or corporate #. Was informed they weren't able to provide info nor receipt but I'd be called back. No call. This is unacceptable. I pay a monthly fee for this service; For what. reviewed site and nothing but an address...really. Really bad service through customer service other than I'm so sorry. Don't be sorry, provide a receipt, a supervisor, corporate number.

Signing up with HMS Home Warranty is good investment if you're buying a home at the age that this home is and things start to break down. So far, my experiences with them have been pretty good for me. Most of my issues that they addressed have gone well except for one. The quote I was quoted over the phone was not what I was billed for on my credit card when I went to renew one year later. I called and asked to speak with Patrick. I also left a message for him but I never heard back. Other than that, submitting a claim with them has been easy and the techs who have been here have all been great. The quality of their work have all been really good, too.

It has now been four weeks since your service provider came to my home and you approved for the AC UNIT to be replaced, but I am still not able to figure out when the system will arrive and be replaced. I called and wrote several times in the last four weeks and was told by different people that parts were being ordered. After 3 weeks, I called once again, and I was finally told that the parts would be expedited and that they would be ordered soon. I requested to speak to a supervisor and she did call me the next day to inform me that the parts were going to be ready for pickup the next day. Unfortunately, the service provider is now saying that the parts were not there ready for pick up. I just don’t know who to believe anymore. I called customer service tonight, and after being put on hold for over 30 minutes, he could not tell me if the parts were ready to be picked up by the service provider. This is absolutely ridiculous! I’ve never experienced such horrible customer service. I can’t believe it takes a company a month to order a AC system. This shows how little you value your customers. This has been such a disappointing experience, and I’m not sure if I want to continue paying into this home warranty company if this is how you run your business and treat your customers. I still need my AC SYSTEM!

I've been really pleased with Cross Country. They've always taken care of things fairly timely. A couple times I've spoken with someone and they've been friendly and helpful. When I call in to submit a claim, they give me the name and the number of the vendor they're using and I contact them and they set up an appointment. And usually, it's within 24 hours. My latest claim was for our heating furnace. They said it was going to be about 24 hours, but they ended up showing up in about an hour and a half, and had it installed in about an hour to an hour and a half. I've recommended Cross Country to other people.

My house is old. I wanted to insure things so I wouldn’t have to spend a large amount of money if things needed to repaired or replaced. So I've had TotalProtect for a long time. Their monthly charge is not high and they covered just about every appliance that I have in here. It was some good coverage for what I needed. It is also very easy to do claims now. You can go online or call. Someone’s always very prompt with finding someone to come out to look at things and take care of it.

Waiting for our heat to be repaired/replaced for more than 2 weeks while we have no heat in freezing cold weather is simply unacceptable. We submitted a claim 16 days ago because we had no heat. It took 2 days for the HMS technician to come. That technician has since been to our house twice, each time for just a couple of hours. The first time he diagnosed our need for a new system and told them it was an emergency because my 83 year old father in law was coming to stay with us -- it took days for him to supposedly get it approved and then he told us that it was approved but he was waiting for HMS to order the new heater.

I have a manufactured home and the seller referred Cross Country to me. I had an excellent interaction with their reps. I felt it was professional. When I submitted a claim, I gave them a phone call. Then the people came out and did an inspection and they told us everything that needed repair. So far, I'm very satisfied with my experience with Cross Country. I've recommended them to about 10 people including my son and daughter.

HMS is more expensive than AHS for the on-call, but they’re just as good. Also trying to get contractors to come out through AHS is a bad process. But with HMS they are ready to go. Submitting a claim has been a breeze. The technician they sent out was a nice, knowledgeable guy and he did a really good job. He showed me what was wrong with the stove. It turned out that it wasn’t the stove, but the way the previous owners had wired it. It was amazing that we didn't burn down. We walked through it and then he explained that since it was a wiring problem that he really couldn’t fix it. If it was a wiring problem in the appliance, he could fix it. But that being the case, he showed me everything about it, left it safe and then I got it fixed from there. It was really easy and great. I really like it. They’re topnotch. I would recommend HMS.

One time, I called TotalProtect to submit a claim online when I was at work. But for my last claim, I just called and spoke to somebody. I prefer speaking on the phone and the representatives I talked to were good and very nice. They answered and told me when the contractor would be out, and I told them when I was available and when they could come to the house. The claim was for the oven and the first tech who came out said that they had to order the baking element. He also told me to call them when it comes to the house and when I did that, the second tech came out and installed it. The two technicians were really nice and one of them even helped me send a receipt thru my email. Their work quality was good as well. I would recommend TotalProtect.

HMS has been responsive and they worked with me. I liked the idea that I got the job done with things that needed to be addressed. Even when there were adverse actions where they needed to get somebody out there again, they made sure that I was taken care of. I first call them when I submit a claim and then I follow up. Afterwards, I call the person that they initiate the claim with just to make certain that the days and the times are good for them as well. Everybody was wonderful and had their own way of doing things. Regarding plumbing, no one could pull the tree roots out to where it was satisfactory. I still kept getting floods and backfills and all those crap in my house. I was really upset by that. But the person that came out today was the actual best that really took really good care of me, and I can only sing their praises.

Having sent multiple invoices from myself, and the heating repair company, I still have requests for more invoices. The motor blower leaked oil and bearings were inoperable but no coverage, not even the 25% discount as stated in the contract. Then I cancel, and I'll be charged 278.00 dollars that they say I was paid, but I have not received.

I saw what TotalProtect does, which was what I needed and I hooked up with them. I had a rough time with our air-conditioning unit. It was 30 years old and they've come out once or twice a year for it. They gave me a little runaround on it, but they finally installed it, which I'm happy about. I've had good interactions with their tech and I could communicate with him. The quality of work was also good.

We got HMS when we bought our house. Our agent recommended it, and we've had them since for three years now. It's a hassle sometimes looking around so we just kept the same company and they offered us a discount in the second year if we renewed. I find it easier to call in when submitting claims. They answer pretty quickly and it takes them within a day to send someone out. The technicians that were out here were very professional and their quality of work has been good so far. I would recommend HMS.

I have been with Residential MD through Cross Country Home Services for three years. Their deductible of $100 hurts when you have more than one thing to do, but I wished I had taken it out before because I had issues with my home that they would’ve covered. I usually call a claim through and they have prompts to pick. But I always try to get a rep, and then they will transfer me to where I needed to go. They set up an appointment with someone, but if that person doesn't come and do the work, I have to call back and they have to find someone else who can fix it. Their contractors were polite and they cleaned up after themselves. They took care of our dryer when it stopped working. It turned out, it wasn’t the dryer and their contractors had to fix the main connection to it through the electrical box. They also took care of other issues I had.

I have had this warranty for a little over a year. I had an issue with my fridge last year and it took over two months to fix. I thought it was a isolated incident, well here they go again. I should have cancelled my membership from that point on. I called them on 10/21 as my washer machine wasn't working properly. Here we are over 5 weeks later, the part is on back order and they don't know when it will be in. I have a family of five, I cannot do this. I was on the phone with them for over three hours getting tossed back and forth. Of course no supervisor is available. I have called several times in the last couple weeks. Yesterday they promised a supervisor would call me back within 24 hours, of course they didn't. When I called today they had the audacity to say to me, “Ohhh 24 business hours!” Are you kidding me?

A water heater went out in one of my properties - a fairly serious emergency. But both vendors enlisted by HMS couldn't respond for an entire week! And actually getting a hold of a live person to assist took hours of time. I couldn't drag out the repair any longer. I'm not sure what use a warranty is if a vendor can't respond in an emergency.

We received an HMS home warranty as part of the purchase of our home in December 2018. In the course of the last year we had about 4-5 issues submitted to HMS as part of our warranty package. Each ticket required significant follow up from me just to get a response. If I did not continually contact HMS, none of my requests would be serviced. HMS purposely makes the issue resolution process complicated to limit the number of requests from a homeowner.

Sat, Nov 17th Sam called the warranty company on Saturday, Nov 17th and spoke with "Camile" requesting a status update on our claim. Camile told Sam the notes indicated that "parts were on order". Sam told them that our contractor, Comfort Wizards, was told by warranty company not to repair but to replace the unit. Subsequently, Comfort Wizards uploaded all pertinent details into the system. Camile then stated that the claim is apparently still under investigation as to cost & options to either repair, replace or "pay-out" the claim and that she would process a "TSS" Research Escalation Exception immediately.

When I first moved into my home I noticed that my HVAC system would never shut off. Even when it was on the thermostat off it will keep going so I had to pay someone to come out to find out what the problem was. I was told that it was some sort of wire that kept it going and it was a matter of removing some type of electrical wire. I'm not a HVAC system expert so I really didn't quite understand it all. Then I noticed that the HVAC system was contaminated with mold. I contact a duct cleaning company service to come out to clean the air ducts.

A home warranty is important and I added on TotalProtect Home Warranty with the purchase of my home. Their price was reasonable for the service and filing a claim was quick and easy. I call the service, I tell them what the problem is, they give me a claim number, then they send me an email with companies that are participating with them. The contractors that they send are good for the most part but there was a service that I dealt with once that I wasn’t so happy about. Everything else has been fine though and I've used them several times. I recommend TotalProtect all the time.

A friend that had the services of TotalProtect Home Warranty referred me to them and I went off her experience of their getting claims done in a timely manner and taking care of things. I had a home warranty company before but they didn’t really do anything. On the other hand, submitting claims through TotalProtect was very quick and pretty easy. I just called and they took care of it from there. All of the claims representatives that I spoke with over the phone were pretty polite.

I kept having the same problem with my dryer and I thought that if Cross Country can’t repair it totally, then we would get a new dryer. Though the contractors that they've sent were very nice, I still have a recurring problem with the dryer. And I've been having anxiety having to go out and dry our clothes at the laundromat. Also, when I had a problem with the AC, I had to stay on the phone for hours. I had to keep calling back and the wait time was long.

Everything has been fine with my experience with Cross Country Home. I've had a few good contractors but majority of the time, the contractors are pretty shady. It's hit or miss because the contractors only get a certain amount of money to do the call. The only way they make money is to come up with extra stuff that's not covered. One time, I had AHS' contractor come out for AC unit to blow the drip line out. The guy went there, blew the drip line out and told me I owed him $250 as it wasn't a covered item. Still, there was a time when they sent Sears out and it was great. They came in and did everything they needed to do.

My experience with HMS has been good. I've had about five claims so far. It's easy to submit claims and the process has been good. The only time I was frustrated with them was when the water heater went out. They only used one plumber in the area and it’s a big metropolitan area. He wasn’t available for four days so we had to wait and go without hot water until then. Otherwise, he wouldn’t cover it. So that would be my one complaint. I would like to see the coverage improved. If the limited number of people they work with are not available, they should at least give you an option of going with somebody else. Also, the technicians they've sent out are also not exceptional but they’ve been good.

The AC unit went out and the techs sent by HMS Home Warranty came out 24 hours after we told our landlord about the problem. They also came out a month and a half before that for the same issue. This time, they were quick and finished everything quickly. They did the repair work within the hour and they did a great job.

I have had a HMS Home Warranty since 7/2010. It is now 11/2018 and I just had my first claim. My furnace has stopped working. I am going on 3 weeks now with no heat. The wind-chill today is going to be 15 F and I have no heat. I filed the claim three weeks ago. Last week I finally get approved for a new furnace. The repair company they contracted is charging me $1700 to do the install even though the warranty says I have a $100 deductible.

We have had this warranty for several years now, I would love to use it for the quarterly checks that are available, but it seems there are no contractors in my area to do so. Every time I call for service it takes days/weeks to get anyone to actually come out to the house and honor this warranty, and only after calling and calling. No one from the company ever contacts me to let me know what is going on. This time, I have a furnace issue, One that has the potential of becoming very dangerous to my family. They are completely unable to get a contractor out to my house.

We have had trouble with our furnace for two winters now. When it broke down last March, we contacted HMS because it had been looked at and "repaired" twice and we were still having the same issue. Multiple attempts were made to reach them and we received no response. The furnace broke down again on November 12th so we called HMS explaining that this should have been repaired last March and we needed to speak to a supervisor before we file a claim and pay another deductible for the same issue.

I have been quite satisfied with TotalProtect. I felt more comfortable with a home warranty and heard about them through a friend. TotalProtect's reps have been very good. They have helped me and I have gotten good service. When I explained to them what was going on, they really checked it out and let me know what I should do one way or the other. I'm also quite satisfied with the guy that comes out here and checks out everything for me. The work he has done has been very good. I would recommend TotalProtect.

My wife ordered the SystemsProtect and we've had it for about 10 years now. I usually call their telephone number to submit claims. I can do it online but I like talking to a person. The contractors come out and they fix the problem, then I give them my deductible. We had a burnt out light bulb and I ordered for their guy to come replace the light bulbs ‘cause I had back surgery and I’m not capable of climbing a ladder on my garage door opener. That came good. I have another order that I put in last week for a leaking toilet but I wanted to hold off after the thanksgiving holidays. I’m supposed to get a call about it today, but it’s Cyber Monday so I’ll be calling them tomorrow again. Other than that, every claim that I've made came through very well.

I work at a real estate firm that sells HMS' product and based on the exposure of seeing it sold and working at this team, I purchased it for myself as a consumer and I have been very pleased with it. It’s a no-brainer to get the warranty. My house is 30 years old. The idea that you can have this coverage and not be at the whim of whatever your appliances are doing is great.

TotalProtect is slow in getting people to respond. Sometimes, I might have to wait for four days to a week for the contractors to get back in touch with me and to be scheduled. The technicians have been good though. They have been friendly, talkative, and as far as being capable of doing their jobs, we've never had any problems there. The refrigerator downstairs went out, but TotalProtect never told me that it wasn’t covered. They only covered the one item, which they should’ve let me know upfront. I just thought every product in the house was covered. They didn’t even ask me if I had two refrigerators.

I've been with HMS Home Warranty since it was referred to me by the Realtor when I bought my first house in 1991. They seem to cover more of the items I'm concerned with. When I looked into other companies, they seem to have some exclusions that I would not like to wanna deal with. I had an issue with them when I had to have my AC unit repaired and the suggested suppliers were not available. I had to get special permission to assign a service provider of my own and go through approval process with that service provider. So, I paid upfront and they reimbursed me for them. It took about 10 or 20 days but during that time, there was a lot of calls because of the heat wave we were having.

My mortgage company partnered with Total Protect so I got their home warranty. I've been with them for coming up on two years and thus far, submitting claims has been very easy. I call Total Protect up, describe my problem and schedule an appointment. Thereafter, a tech would come out and fix it. The one time I used the warranty, the tech who came was professional, tidy and on time. However, there was a little glitch with the work as there was something that he forgot to reconnect. Still, I called up the contractor and the tech came out and took care of the problem.

We had a water heater installed through Cross Country. They recommended an installer and a water heater, which was put in in April. It never seemed quite right, but we were getting hot water so it was okay. Then, we had no hot water. We had cold shower in the morning, which was a big waker-upper. So I called Cross Country and they said they were sorry but we were under warranty so they couldn’t do anything about my problem. I then called the company that installed the water heater and they said that our labor warranty has expired but the warranty on the water heater has not.

I had American Home Shield for 8 years and I liked them but I didn’t like the fact that every year the fee goes up when it was time for renewal. I got TotalProtect now on my rental property and everything’s been really good so far. I’ve already had two claims with them and in one, A&E was the contractor that came out. They have been on time, were very professional, and took care of their business. I have Choice Home Warranty in the home that I live in and I’m dissatisfied with them too, so I’m not gonna renew my contract with them. I’m also gonna try to come aboard with TotalProtect for my home.

HMS Home Warranty was granted to us through the company that we had purchased the house through. We had used it for an air conditioner leak that had happened. We had people come out and they checked it out. Then, we realized that it was the AC needed to be repaired. What a value it would be, so we kept HMS and then the next year, the hot water heater went. So, we decided to keep it. We submitted the claims over the phone and everybody has been great. With the water heater claim, their customer service totally helped me out as far as connecting everything and making sure it all happened for us because we didn’t have any hot water at all. I have a kid in the house, and we had to shut down all the water.

I usually have very good experiences with Residential MD but I was surprised I had to pay so much more. When I was having trouble with the heat, their techs came out for that. I paid the deductible a couple of times, and then they decided the furnace needed replacing. I just got a new furnace, but I had to pay 700 and some odd dollars. I asked them if I could just make payments because I’m on fixed income, and I thought this insurance would pay for the whole thing, except for the deductible, but they didn't cover at all.

I've been using TotalProtect for many years and for the most part, I'm pleased with it and the way they handle their claims. Recently, however, I had a claim that I was not happy with the outcome. Something was mechanically wrong with the electronics in the cleaning mode of my oven, and TotalProtect sent a repair person out. He did what he needed to do, which was great, and they ordered the parts. After the part wasn't available, they gave me the option to either replace the oven or to get a buyout where they would send me a check. But since the item has been eliminated from any other claim service, the buyout certainly made sense.

My name is Terra. We have been with Total Protect for 5 years. The service started becoming sketchy within the last year. We called in a claim for our oven at the end of October. A provider came out October 30th. The provider alleged that they submitted the information the same day. I kept calling the provider who answered sporadically. The provider claimed they were waiting on Total Protect. Finally, 7 days later I called Total Protect and they said that they never received anything from the provider. They called the provider with me on hold. The next day the information was input into they system, this is 8 days later on November 9th. I am panicked because Thanksgiving is now less than 2 weeks away. We were told that the claim was submitted on the 10th and the part was ordered on the 10th, which we found hard to believe because that was a Saturday. My husband made follow-up calls on the 12th and 13th with no action taken. On November 13th he was told that they could not find the part. On November 19th, we were told that the issue was being escalated. So, no oven for Thanksgiving. My husband called back on November 21st and still there was no action taken. Representative allegedly made a 2nd escalation. We called back on November 23rd and allegedly a third escalation. My husband requested to speak with a manager and was told that a manager was not available. I need my oven before Christmas. This is absurd. If you cannot find the part, then give me a new oven, as is outlined in my policy.

Moved in our home July 2018 with a one year home warranty with HMS paid by the seller. Shortly after moving in we had electrical issues in our kitchen where the breaker would trip when using a small microwave or using an outlet. Called HMS and they gave us a claim number and the number for a contractor to come out. When we called the contractor, they said they only repair appliances and don’t handle home electrical issues. Called HMS back and they were to call back with someone else. Four days later they call to tell me they don’t have anyone in my area that can do electrical. Nice. Had to get it taken care of on our own at our expense. Three months later we had issue with sewer backup in basement.

I have been with TotalProtect for over 16 years. When I submit a claim, I go online and then I follow it up with a phone call. I prefer to go online as the website is user-friendly. The technicians they sent out were very professional. I like that they call ahead of time to let me know they’re on their way. Also, I haven’t had any instance where they’ve been out and haven’t been able to fix whatever the problem is. They take care whatever it is and do a good job. So, it’s been a good experience.

As a single mom and with just me in the house, TotalProtect works for me. The first home warranty I had didn’t offer as much as TotalProtect. I had to come out-of-pocket half the money needed to replace my HVAC system, which was not a great thing at all because it cost me $5,000. With TotalProtect, you pay your premium once a month and then your deductible. And if it's something that the vendor cannot fix, they will replace it. I was really satisfied with that.

I've have been with Cross Country for the last 10 years and I don't have any problems with them. The customer service people have been nice when I submit a claim, and they send somebody right away. The contractors come, fix what I needed, and they finish the job. Cross Country is doing very good, and I'm happy with my coverage plan. I'll recommend this company to anybody, even to my family members.

I purchased my house with an HMS Home Warranty on it. When I had to file a claim the first time, it was very difficult and I was unhappy with the experience and was also worried having them as a company. We called in four times and all I needed was my phone number entered. But they would not enter my phone number and the reps could not find my account through the system. It took them forever to find me. It was really antiquated and a bad experience. It seemed like it was much easier to find me. Also, they put it off on me to find someone. Since then, I have had three claims and once I knew I could submit a claim online, it was much easier.

I have had HMS since August 2015. I have had mixed experience with the company and their contractors but have now been extremely disappointed with their services and practices. My ASKO Dishwasher Model D3531 stopped working at the beginning of November. I placed a service request on November 6. The service company assigned to repair my dishwasher would not answer my calls or allow me to leave a message. HMS reassigned my service request to another company, which could not service my dishwasher for a week. A week later the repairman came and after inspection informed me that the dishwasher is not repairable. A report was sent to HMS on the same day.

I wish I could rate it 0 stars. I have had nothing but problems trying to get a simple warranty claim resolved. This started on October 4. The call center is extremely frustrating, the representatives out and out lie to you to get you off the phone. I have been told my claim check has been issued 3 times, and every time I call to follow up get told it hasn't been processed. Some ball is being dropped repeatedly. If a mistake happened once I could understand but it is out of control and unacceptable at this point. Good luck talking to a supervisor. I have called during the week, 1st thing in the morning, in the evening, on the weekends, you literally have to refuse to get off the phone until you talk to one and then wait 40 minutes on hold to do so.

I usually call HMS up when I have a claim and the technicians that they've sent out so far have been very good. I would highly recommend HMS.

My mortgage company offered Cross Country Home Services to me. The reps I dealt with have been very helpful and I've got the services I needed quickly and efficiently. In submitting claims, I call them and then they recommend someone who was on their list of preferred vendors, and I get the service through them. The contractors had been great. Everybody responded to me immediately and they were very efficient and professional. I've already recommended that particular plan to a couple of my friends. If my friends mention that they have some issue with their home, I mention that I got this coverage that helps me immensely. When I have something wrong with my home, I just call them up and it's wonderful. They send somebody out, and it is good all the way around. It relieves a lot of headaches. You don’t have to go searching for someone.

My parents purchased a home, so I told them that they needed to get a home warranty. We did a Google search and chose TotalProtect since their service was cheaper than the other home warranty companies. I normally submitted claims online and that process was easy. The technicians fixed the appliances and I was impressed with the good service. TotalProtect should keep doing a good job and people should get their warranty.

TotalProtect is a fine company. One of my friends had TotalProtect and I went with them due to my friend's recommendation. I had several claims through them and they were fine experiences. I normally submit claims over the phone and I get through quickly. The reps I interact with are very helpful and the techs that come out here are fine. My most recent claim was for my washer, and TotalProtect had a repair guy come out and he fixed the washer.

As I begin writing this complaint, I am horrified to think we have actually encountered such horrible service from a company that states: "We provide easier, more affordable ways to manage home repairs". We have never filed a claim with CC, so we were in for the surprise of our life. Our air conditioner went out the end of August. We live in Tucson AZ and it is very hot here, so we were miserable. We called CC and they have two different contractors in town. Both companies came to our home and condemned the unit. We paid $100 for each company. It wasn't just one person from each company, CC required at least 2 different opinions from each contractor. This really was not a problem. In the end, both contractors could not help us because our unit is on the second story of our home and it was for insurance reasons they could not do the job.

Submitting a claim with TotalProtect has been good. Sometimes, I go online to file a claim and the process is not difficult. I haven’t had any problem so far. The technicians that have been sent out to my home were very friendly and courteous. It doesn’t take them too long to fix the problem that I have, and the quality of their work has been very good.

Cross Country is one of the best home warranty companies that I know of and I recommend it to my friends and family members. Initially, we chose them for the services that they have plus the maintenance. That is what I need. Now, I've been with Cross Country for seven years. We pay for the extra maintenance and whenever there is a problem, I can rely on them to come in, do what is necessary and get it done.

We’ve had a really positive experience with HMS. We had an issue with our air conditioner leaking so I looked up the number on their website, and then I quickly called. The claims rep answered my questions really quickly and efficiently, and it didn’t take much time for the claim to get set up which I appreciate. They gave me the information for the people that should be coming to check out the air conditioner, and then those people called me within 24 hours and set up an appointment for the next day.

Navigating TotalProtect's website is very convenient for me. I went online to file a claim for the furnace as it wouldn't start when the season started. They sent a guy out and he got the furnace started. He also said then that the thermocoupler might need to be changed, and I should have made him change it because I had to call TotalProtect for it and paid another 125 bucks. So now, someone came out and repaired my furnace. Every one of the techs that has come to my house was very professional. The thing is TotalProtect shouldn't make customers wait so long. When my washing machine went out, they determined they needed to replace it but it took three weeks to get the okay for it. Other than that, they are superior because they cover far more components in our home. They cover electric, plumbing, and not just our appliances.

What an answer!! He also said he can't tell me how long it take to do 'more research!! The business model of Total Protect very much seems to be to delay/obfuscate and hope customer abandons claim. In my case part cost is about $400. I have never had any claims higher than my premium but they decided to put screws to me. Buyer beware!