Cinch Home Services Reviews

Cross Country offered me a home equity loan. It sounded like a good idea, so I did it, and it has been very beneficial to me. I've done a claim online and then they send out someone or contact me, just to let me know who is going to be contacting me and then everything is with whoever they say that they're working with. The website is user-friendly, except I have it in my internet file, under a certain name, and then I have to go back. I have to hang up the number and put the number in and do all of that kind of thing. I have never gotten any kind of notification when they changed names or how it works so that's a little bit aggravating because I don't do this every week. It's usually quite a while in between that I've used it.

Updated 11/18/18: On Nov 14, 2018 I complained about the service provided by total protect. My garage door opener broke. Sears service responded and Total Protect (Assurant, Assurace) denied the Claim and charged me $125.00 for the technician to come to my house. Our house and specifically Our garage door openers have been covered for many years. I have paid $40.00 per month for many years to cover my appliances and garage door openers. This is the first time I have filed a claim on this broken door opener. After all these years total protect now claims the system is worn (what a surprise) while taking my money when the device worked, they charged me 125.00 and did not repair my opener when I did complain. I have spent 2 hours on the phone with total protect representatives and they promised to have a manager call me with a resolution (4 days ago and no call back) Morgan, from total protect responded here, requesting that I call, I have an open claim on a garage door opener with many notes on file, My Name is Mark ** in Bothell, WA. Please contact me directly for follow up and resolution. Navigating total protects phone system and answering service has already taken hours of my time with no actuall response. Your response at this web site is not earnest unless you include direct contact information

I purchased a home in February 2018, and with my purchase received a 1 yr home warranty through HMS. At the time of my closing I received a single sheet of paper with the name HMS on it along with their toll free number. This single document was enclosed with my closing documents. I moved in and everything was great until I came home one evening 5 months later and found water all over my floor and found that that the hot water heater was leaking. I immediately shut off the main water supply and called a local plumbing company. They thankfully agreed to come out the very next morning and diagnose the problem. They came out and of course deemed the hot water heater to terminal. It was an 15 year old hot water heater, so I understood. I gave them permission to replace it.

Austin - I bought an older home and purchased your warranty service for two years. We had a garage door issue and I had to wait 4 days to get the pre approved people to finally come out (keep in mind my car was in the garage and I could not lift it myself so was without a vehicle the entire time) - after all that HMS declared that my problem was not covered. Loophole. Now I have a 28 year old furnace that is not being covered because the issues are beyond normal wear and tear... what is normal wear and tear after 28 years?

Updated on 11/14/2018: I had spoken with member ship service and request them to stop Policy auto renewal and they told me that, I can stop auto renewal now and have to call right before it expires in 2 months of expiration. This is big scam to hold and lock customers. Once you are in for 1 year contract , your member ship will renewal forever..

my refridgerator was leaking . So I put in a claim. The provider did come out the next 3 day. He told me he will need to order parts. The Total Protect company then call me 5 days later to tell me that the water reservoir needed to be replace isn't under coverage since my warranty doesn't cover the ice maker. And the cost will be additional $88 . Do I still want it fixed? I said yes, I will pay that to the provider, I just want my ref ridge fix.. Well , another week went by and nobody call me.. So , then this vicious cycle of me calling the company every 2-3 days to get me answer. And the provider will not pickup or return my phone calls for 3 weeks. And the company can't even contact him. Then after 4 weeks, I request that either they pay me back my $125 deductible and I will find someone on my own. The supervisor called me and put in another order , But with the same provider.. How ridiculous.. Of course, he never called me .. And its been 5 weeks as of today .. I spend many useless calling customer service. This company is the worst !!! I forgot that this happen to me every time I make any claim. Last year , I had no hot water due to my water heater broken down for 4-5 weeks.. and same with some electrical problems.. Be warned, this company suck,,Save your time and money

We recently had our garage door opener replaced and everything went great. It was real easy to submit the claim and the representatives were very professional and knowledgeable. The coverage plan with Cross Country is good. It's pretty comprehensive. I was just disappointed that the deductible increased to $100. But I know that if I have a major problem, it's not gonna necessarily break the bank. I'm satisfied and I would tell others to look into it. In fact, I recommended them to my daughter and her family.

I wrote a review in September 2018, detailing my less than desirable experiences with HMS electricians and others sent out to do repairs. I received online an apology from someone that used the name Austin. I was told by 'Austin' that he was so sorry for my bad experiences and someone would contact me shortly. Well, it is November and the only contact that I have received from HMS has been someone asking me to renew. I have had three calls and received a new contract in the mail all in the same week. When I detailed why I was not going to renew, the person on the call was quick to get me transferred to customer service. Buyer beware.

Sometimes it's frustrating trying to get hold of a person at TotalProtect. But they've upgraded their system so now it isn’t quite as difficult. Now, it's automated and you can do the whole thing and not even talk to a real person. I'm still not a fan of that. I like personal contact but I understand the economics of the situation - that it's much more effective than a lot of cases to do it this way.

In general, the interaction between HMS and various vendors has been worked out really well. My experiences in the claims I've done have been very good.

The other home warranty that we got from the place we bought the mobile home expired and they wanted $3,000 upfront for another five-year protection plan. We didn’t have that kind of money so I went on the internet looking for warranty companies that would allow me to pay monthly, and that was what TotalProtect allowed us to do. Submitting a claim to them has been good. The reps are very helpful and very knowledgeable.

We have been with HMS since 2015, and the people who lived in the house before have had it too. We had issues with our microwave and icemaker and the tech who came out were awesome. They were prompt and professional. They took care of the work and made sure they tell us what was happening. It took a little bit longer, however, for them to come out because I was not in town, and then we had to wait for parts. So, it took two weeks for the whole job to be completed.

We closed on our house September 21, 2018. Last week our furnace started having issues. Today it is 34 degrees. After having filed the claim, paying our deductible, and having one of their contracted companies evaluate the furnace it was determined that the not very old furnace needs to be replaced because the parts to fix it are no longer available (the induction pipes and the venting pipes). After reporting that we may need to come out of pocket for some of the repairs, we are now being told the claim is denied due to “pre-existing” damage.

For 2 months, I have been working with this company trying to get my dryer repaired. Have taken many days off work for their techs to not show up and have had several visits with incompetent companies they hired and still my dryer is not working. They have marked my dryer as repaired 2 times asked me to pay the deductible 2 times. Then they made me clean my vents out and I did (out of pocket). I called them again a 3rd time and they said that I need to pay a 3rd deductible, because the dryer has been noted repaired 2 times. MY DRYER HAS NEVER BEEN WORKING! This company is a scam, they just want you to pay, pay, pay and never fix anything.

I've had this warranty since 2010. HVAC died after 31 years. Company confirmed it was dead and said I needed a 2.5 ton unit to replace the 2 ton unit. HMS has given me the run around for 2 weeks. Offered me a 'credit' and will not provide a 2.5 ton unit. Please do not waste your money. I could have put the annual cost of this 'warranty' in the bank and purchased a new HVAC. NOT WORTH YOUR TIME.

I had their service person come out. I paid $$295 then I was told he did not clarify why the refrigerator wasn’t repairable. After 5 months of going back and forth I finally asked for at least my $195 back the price of what was supposed to be a repair minus my deductible. Long story short they ran me in circles and I never received a cent. I actually bought a new refrigerator on my own. Trust me. Of all the companies out there DO NOT CHOOSE THIS ONE!!!

I was told by a friend that they had a policy on home warranty with someone and they were talking about the advantages of it. So, I thought it was the right thing to do at the time. I compared a few of them and TotalProtect was the one that had the best coverage for the best price. I typically submit claims online and they have been great with customer service. I called to follow up and any time I call and ask a question, it has been very easy to deal with them. The technicians who came out were very good and communicative. I have no complaints at all and it’s all taken care of. I’m totally satisfied.

I had my AC repair request on May 6, 2018. We live in north California and the temp was high were I didn't have to use my ac/heater as I turned it on November 12, 2018 and heater never kick on... I feel like I should not have to pay a copay as it was never used . I've had problems from day one on this ac/unit issues

The previous owner of the home paid for the first year with HMS Home Warranty and established it for me. Since then, I've had one claim and it was very streamlined. My interactions with their claims representatives have been great. I submitted the claim over the phone and the reps were very professional. The contractors, however, weren't as professional as I'm used to. Their communication kinda lacked as they were doing the work and they could have been a little more professional, but, other than that, they did a good job installing the water heater. Overall, HMS is an outstanding company. I have another house in Ohio that I'm thinking about changing from my current homeowners' to HMS. I will recommend this company.

When I bought the house, the previous owners have a home warranty with them. Cross Country sent me something, called me, and I signed up with them in 2011. Their rep was very good and she explained the warranty, and program including what is covered and what is not, that was why I liked it. When I submit a claim, it is very easy. I just go to their website with my contract number, zip code, and they bring up my account. I choose what I need to be fixed, and within seconds, they send me an e-mail telling me they assigned the contractor for me. They also list the appointment when I want it to be there.

When you buy a new home or a home, you normally get a warranty protection plan. The first two companies weren’t very good and I found TotalProtect Home Warranty. They have been good. We had some air conditioning issues a couple years back and that went fine. However, the whole experience this last time has been a bad deal. I've been without a dishwasher for over two months and without an oven for about a month and a half. They sent over some guy who couldn't even change a lightbulb, let alone try to work on a dishwasher. He totally screwed up and the part was put in incorrectly. It leaked water everywhere immediately. Then, for the oven, the contractor couldn't figure out what was wrong with it. The reps have been very nice but I'm still waiting for my money.

I put in a claim 9-30-2018 it is November 12th my system is still not fixed I was without air conditioner and now heat all this time I am on hold with customer service now for 56 min I can not get any help POOR SERVICE I paid my deductable to Air Right can someone please tell me what I can do

The service with HMS Home Warranty is absolutely abysmal. I have been trying to get a plumber since November 2, 2018. The information provided has been inaccurate. I asked for a supervisor at 11:30 am this morning. I was told I would have a returned call in 5 minutes. Six hours later no returned call. Service order has been reassigned. I called corporate and asked to speak with a manager. The receptionist put me back home in the phone system for another customer service rep after I specifically asked her not to. I wish I could rate less than one star.

I am with Cross Country Home Services for so many years. 19 months before my water heater broke and they have sent Service provider to fix it. It broke again and lodged a claim for repair. This time they have sent another Service provider and this company claims it is totally a improper Installation by the previous service provider. Cross Country Home Services is declining my claim and is asking me to work with previous service provider since they cannot further work on fulfilling the claim. I am totally confused why a customer is being penalized for a warranty company's fault for sending unqualified service provider. As a customer I am not even knowledgeable to find out if they have done a proper fix or not. Having paid regular monthly premiums am I supposed to pay for their inefficiency also? I am very much frustrated with Cross Country Home Services warranty company with such response.

I had AHS at first and I was doing some research when my AHS warranty was getting ready to expire. At the time, I saw that HMS offered me more for the price. My claim experience has been good. When I submit a claim, I call and explain to them what the issue was, and they get back with me with a claim number and who my service provider would be. It was relatively easy to do. The interaction I had with their claims rep was very pleasant and they understand my concern. But I've had some bad experiences with some of their contractors, and I let HMS know that I don't want that particular person anymore.

Whenever I need to submit a claim with HMS, I feel more comfortable doing it through the phone than online. I get better attention when I do it that way. I tell them what the issue is, then they send me a number of a person in the area to contact and I contact them. Then the contractor calls me back. My most recent claim was for our air conditioning unit and the techs who came for the repair were terrific. The problem was they had to order a part, and it took a long time. It came from Texas and had to come to Virginia. This was in August at a beach house, so it was pretty awful that I had no air conditioning for three weeks. But other than this last time, everything has been great. I pay the $50 deductible and the persons come out in a timely fashion and fix things very quickly.

My mortgage holder is Ditech and on one of my papers I just saw that there's a charge I didn’t know about. I called and knew that I've been a loyal customer of TotalProtect for nine years. I had my furnace inspected for a pre-winter inspection, and it was found out that there were two cracks in the heat exchanger. I called Total and they sent GSSN. It took at least or a week before I got anything really solid from them. They then sent a technician 3 days later and he did his job. He took a bunch of pictures and said the furnace needs to be replaced.

Cross Country reps has always satisfactory. They've always been professional with me. I have to call the number and it takes forever to get through the medium. But then I press the button, and it used to be you would get a person eventually. Now, last time, I never got a person, but the computer did everything as far as assigning a vendor and giving me a confirmation number. It used to be a person that do that. It's quicker now. I don't have to stay on the line for so long so it works.

I was looking to switch from the current company I was using and I found TotalProtect online. They give a six-month warranty on the repairs while everybody else is giving 30 days. I got their plan and submitting a claim is a very easy process. I like doing it online and the website is user-friendly. The technicians who have been out to do the services were very good.

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There are things that have gone wrong that HMS didn't cover. And you have this feeling they're gonna cover any of the problems with the house. We have a bathroom fan that went out but HMS doesn't cover bathroom fans. So we'll have to deal with that ourselves. But we've had HMS deal with claims twice and in doing that, I prefer to call. That way, I know I've got a person and I would get a quick answer. I've had good experiences with the technicians too. They've taken care of the problems. The most recent was for the GFI in the garage. We had a problem with the freezer when it wasn't working outside. Then we found out that the outlet was wrong and that was replaced.

Filing claims with TotalProtect goes pretty well. However, they send the same people out three or four times and they don't seem to get it right until a majority of the fifth time. It becomes a little of a headache and I find that annoying since I have to take off work or take away from whatever it is I am doing. It all works out in the end, though. Talking with their reps have been wonderful, as well. They are attentive. But with my recent repairs, I've had the impression that the first people I talked to had no clue. They were reading from a script that they were given. And since it didn't make sense what the person was saying to me, I asked to speak to a superior. That person immediately understood what I was talking about and resolved the issue.

I saw TotalProtect's name and I picked them. I was using them when I was back in New York and California and I enjoyed their service. But the prices have gone up on their monthly charge as well the co-payment. I also felt that I didn't need the warranty anymore. I have used them only once in the last five to six years and it was getting to be too expensive. But when I submitted a claim, it was very easy. I would call up and they would let me know when I was getting service. And within a day or two, the service was here. Their reps on the phone were very nice and very helpful. And the techs explained what they were doing. One time, I had a ceiling fan put up and there was no box tacked inside for the wires. The tech was saying that I needed a box because it was also for fire safety.

I am very disappointed with HMS customer service. I had submitted a claim for Pool pump 2 weeks back. I have been following up with Technician and he said that pump is being repaired. I followed up couple of times and I was told yesterday that HMS has declined the coverage. I never received any communication from HMS that claim is denied. I called them today and I was told that it's declined due to pre-existing condition. Prior to 2 weeks, pump has been running every night without any issues so not sure why HMS is calling it as a pre-existing issue. I had bought extended coverage that includes pool pump as per the agreement and now HMS has refused to cover the claim. Their customer service does not have any rationale as to why it is classified as pre-existing which is highly unprofessional. A fake company - NEVER BUY HMS WARRANTY!!

I’ve had Cross Country forever. There was one case when I filed a claim in which it took so long for somebody to call me back into dealing with it, but I managed to take care of it myself. The contractors have all been fine. I have a 12-year-old refrigerator. The guy came out, charged me 100 bucks and then he upsold me into a maintenance cleaning that I probably didn’t need, but I was paying him so little for the job he was doing and he made it work that I said okay to it.

It has been easy to submit a claim with TotalProtect Home Warranty every time and has been made easier over the years. The hardest part is when I call up and try to get to the right person to talk to but end up having to email. It would be nice to get in touch. I had a problem when we moved and when I called to tell that I've moved, they said that they could transfer to our new property, but a year later, I found out that it didn't transfer, so we had to set up a new one. Meanwhile, I’ve been paying on the old one. I was trying to get the money back or, at least find out if I could get it, but I couldn't get feedback from them either way.

I had to have my annual service on my furnace initially, but then it turned out that I had a cracked cell. All I had to do was call HMS Home Warranty and have them put in a ticket for me. A little later, I got a phone call from the company to set up an appointment, and they set it up. The company came through and inspected my furnace. Then, I got an email from them later and a phone call following up letting me know that I needed the unit completely replaced and that they would contact me once they got the part in, which they did. We set up an appointment and they came in and got it all set up. The technicians worked for a couple of hours and got the furnace out. They were polite and did a good work, so I was happy with it. It has been sub-freezing the last couple of days and I haven’t had to call in a plumber to fix any burst pipes from freezing over, so it is good. I am happy with everything.

TotalProtect has been very good whenever I've had an issue, so I stuck with them. I call them when I have to submit a claim and their reps have been very good, too. They give me the company and my confirmation number. Then, the last time when I called the company, they already had all the information and they were out very quickly.

I submitted claims to HMS twice and canceled the first time because the appliance started working. I had a hard time canceling though and the contractor showed up anyway. The other claim was for the dryer. The contractor who came was great. He was very honest, showed me what the part was, what the problem was, and made recommendations. He also suggested that we get it cleaned. He was from a company that I've used before and I felt comfortable with the quality of work that they do.

He didn’t fix the grinding vibrations and crazy loud noises . He said it wasn’t covered !

TotalProtect is something that we need as far as having the house and they were great. We have a well, but they couldn’t have a well company, so we found the well people and had them come in. We gave them whatever they needed and we paid by check. We sent a copy of everything and of what the tech did. Then, they came back and paid us, and it was in a short period of time.

I love HMS' website. When I make a claim on there, I would get a call the next day and have somebody out here within a day or two. Everything seems to work really well. It's so much easier and quicker online than doing it through the phone. We tried to submit our first claim through the phone and it was a little iffy. The reps were confused with finding people around us and we were just playing a lot of phone tag. If we do it online, somebody pops right up. Also, the technicians that have come to our home have all been very polite. They do what they gotta do and answer any question in a timely fashion. This warranty is worth every penny.

Completely unacceptable service and wait times from this company. I purchased a Sears Home Warranty which uses Cross Country Home Services to administer the warranty. I called in a claim for my non-working refrigerator on 10/22 and it took a week before a service provider (repair technician) was able to be contacted to schedule a service repair appt. The repair technician came on 10/29 to diagnosis the problem. The replacement parts were ordered and he came back on 11/1 to work on the fridge.

I am a first time homebuyer and the seller bought a 1yr warranty with this company for me and I have tried my best to be grateful but every single time I have had to use my warranty it was a headache. There is no such thing as an emergency with them because maintenance appointments are AT A MINIMUM one week to 10 days out. They partnered with Sears whose technicians were HOURS late twice and didn't show the other time I had an appointment. I'm still trying to get my washing machine fixed now. If/when they fix it I am canceling this contract. It's not worth the headache.

I've been a former Aeon and Homesmart services and when I bought my home I'd been a subscriber to Xcel Energy's Homesmart service for 6 years and only had used them once. Given the home was in great shape and inspections had determined no issues, I declined Homesmart Services. However, about 4 months into ownership my mortgage company sent me some information no Total Protect Home Warranty. The price was right and it was easy to send in payments with my mortgage, so I signed up. All was well with the world until I needed the service.

TotalProtect is a really great company. However, they started out with a $75 deductible, and now, it’s gone up to $100. Also, when submitting a claim, they're supposed to choose a company for me. But I end up having to choose one myself because they can’t get a hold of anybody. If I pick a company to come out and do it, I have to pay out of pocket for everything and TotalProtect reimburses me. If something is costing a couple hundred dollars, I have to come up with that first. But this was just within the last year that I’ve had to find my own company to come out and work on my stuff. The technicians that TotalProtect usually sends out are great and thorough. The work they performed was great and lasted too. I will stick with TotalProtect as long as I can and would tell other people to try them out.

We got referred to HMS Home Warranty by our homes' seller. When people buy a house that's not new, they don't necessarily know what hidden broken things are gonna be. Plus, the home warranty was something that the seller thought would be of benefit to getting the home sold. Thus, we've been customers of HMS since April 2010. However, we've recently thought about going to another company. We had two claims that were questionable. The first claim was a couple of years ago when we had a water softener that needed to be replaced. HMS had Home Resort as the people that would be fixing the water softener, but the guy was not appropriate. He tried really hard to not be offensive, but he was. You don't wanna have any kids or elderly people in your home. We had our teenager daughter here and she was scared. She ended up calling and saying, "Can you guys come home? He's cussing and screaming down in the basement." We had that episode.

My vents stopped working and I tried to submit a claim online with HMS, but the information to put that part online was not there, so I had to call in. I talked to a rep and they sent a guy out. However, the guy didn’t do anything and he even said he felt bad to take the $100. He told us that the furnace was working fine. He said that the ductwork was not right, but that wasn’t a part of what he can do. Some of the vents aren’t working and the guy gave us a number of his brother to come out and do the vent work, but, three weeks later, the guy never showed up yet.

My friend has TotalProtect home warranty and is satisfied with the service. Based on that information, I got TotalProtect too. I submitted two claims, and they've been very responsive. The representatives are very courteous and knowledgeable. My second claim required a technician to come out a second time because a part had to be ordered, and they were very timely. Whoever the vendors they are using, they are good. I had good experience all the way around and I'm totally satisfied with TotalProtect as well.

For two and a half months I have been waiting on a claim for my refrigerator through HMS Home Warranty. Finally, the contractors determined what the problem is, and the customer service representative stated that our claim is not covered. We asked for her to identify the warranty language specifically that justified our claim not being covered, and the customer service agent was unable to provide the justification or proof that the claim was not covered. She referenced it not being covered as a result of a different item represented in the warranty, unrelated to our problem, so we continuously asked her to read us the part of the warranty that would prove that our claim was not covered, and she repeatedly refused to read that part of the claim. She also refused to give her name, even saying, "I have no name," and she refused to connect us with a supervisor.

I have used HMS Home Warranty for 13 years. They have been mostly efficient; however, our most recent experience will have us not renewing our policy. We had a leak in our shower that we called about. We were originally referred to a plumber who never called, even after we left several messages. Upon calling back HMS, we did not feel listened or attended to. When next referred to another plumber, they too never returned our call. My wife called HMS back to express our frustrations and was told she could not speak with a supervisor, one would call us back in a day. This never happened. So 2 weeks we have not seen a plumber not have we’ve spoken with a supervisor. Under no circumstances would I recommend HMS to any homeowner looking for a warranty contract.

If you're gonna have a new home but you don't know much about the appliances and the condition of the house, getting an HMS warranty is definitely a good idea to learning the house. People can paint and cover things up. When I purchased the house, one of the things to negotiate was a one-year warranty and I think the HMS warranty pays for itself. It did for me this year. My experience in claims submission was also good. I do it over the phone and that goes well. It's not difficult like it seems to be with a lot of companies these days. They fail on customer service because they get too much volume.

I tried Cross Country Home Services and it worked. Submitting a claim has been reasonably okay. Sometimes, it takes a while but eventually, they do come through. The people have been good. If they could do the work, they would tell us that they could. If it is something they could not do, they would also tell us about it. They have been generally professional. If they are going to change the appointment, they let us know long in advance. They were also courteous and they knew what they were doing. Cross Country usually sends people that have good reputation. I will advise others to definitely go with Cross Country.

I like the fact that the deductible with TotalProtect is not exceptionally high. The $100 has been pretty economical. I've had an excellent experience when I submit my claims. It takes a day or so for the contractors to get here and sometimes you need to call the next day. They come out, do the job, then they go out. Also, I can speak to them about how long I've been having the problem. I've had no problems with the contractors. I would definitely recommend TotalProtect.

Houses are expensive. We just bought one and thought it would be a good thing to have a home warranty in case anything goes wrong. We got HMS home warranty and the company has been good thus far. If you don't do their automated thing, it's okay. You've gotta take what they give you, however, because if you get on there, you're gonna be on the phone for an hour trying to get someone to get a time that's reasonable for you. HMS's system is very outdated and you waste a lot of time on the phone. I've had to try three and four times usually for every call. Still, once I'm past that hurdle and I finally get a technician, the quality of their work is great.

TotalProtect sent something in the mail from Founders Credit Union whom I trust so I went with them. I submit claims over the phone and it’s okay but when it comes down to the claim part, it would get a little bit frustrating. They would tell you dates and stuff but I wasn’t told at that time that I still had to pay out extra money. When I have conversations over the phone, so many people tell you different things. When you call back, they tell you another thing. Everybody doesn't get on the same page and it gets you kinda angry.

I will make this as brief as possible even though I could write a book about this 2 month process and counting. Our refrigerator went out when we moved into our first home in September. The compressor failed and there was no way of knowing if it had gone it before we moved in, or between closing and move in. Below is a list of the problems we had with HMS.

I placed a claim on 10/6/18. On 10/12/18 their service partner said I need a new boiler. Today is 11/6/18 and I still have no heat. New boiler was supposed to be installed on 11/2/18 but Cross Country Home Services ordered the wrong part. I am now waiting for the new part to arrive. Who knows at that point when the service partner will be able to install it. I am so angry and so cold. This is not the way to run a business. DO NOT PURCHASE. I filed a complaint with the state Attorney General so hopefully there will be some sort of resolution.

I've had to use HMS quite a bit. All of the appliances in the house that we bought were the original ones from 2005. I've had to have the ice-maker and the microwave replaced. I've also had the dishwasher, a blocked pipe, the hot tub and two toilets repaired. For the easy stuff, submitting a claim has been was easy. If they had a provider, it was no problem. The provider would call and come out to do the work. But if they did not have a provider in the area, then that made it harder, like with the garage door. They should make sure that they have providers wherever they sell one of their programs. Where we live, even though it's a little bit out in the country, there are people who provide that work on garage doors.

I've had TotalProtect Home Warranty for years. It's been easy to submit a claim to them and anytime I've had to do that, their reps have been great. The techs they've sent out have been great also. If they don't get the job right, they will call somebody to come back out and get it right.

When we bought our house, Cross Country Home Services gave us their number. They said it's a good company. The reps handled our claim very well. I was having a problem because there was a hurricane and I couldn’t find anybody to come out to take care of my warranty and stuff. I called and they took down my information. They were very polite, helpful, and they called back when I needed them to call back. They called different places to try to get someone to come out. The contractors who came out were very nice. They tried to get in as soon as possible to assist me and to get my AC and everything fixed. They were really quick and took care of it. They did an excellent job and I was very impressed with them. Cross Country is an excellent service to have and I would recommend them with no problem.

Our real-estate agent recommended HMS Home Warranty to us when we bought our house. The agent had used HMS many times and was very comfortable with it, so we went with his recommendation. One time, my daughter had a problem with our furnace and I submitted the claim online to HMS. The entire process was very user-friendly. Also, the technician and his team of two guys did a wonderful job. They gave their solution to the problem a good overview and told us exactly what was happening. They told us what the next steps would be and everything went right on schedule. We recommend HMS Home Warranty highly.

I have been with TotalProtect Home Warranty for 10 years and my experience with them has been positive in some and negative in the other areas. I call on the phone and report the problem and they tell me they'll have somebody out shortly, and they'll contact me. Sometimes, I wait for a week, then somebody calls and says that he can't come out until such a date. TotalProtect doesn't have good local people to do things. They don't have good service contracts. When I call in for a refrigerator repair, they don't have any knowledge of people in our area that do that kind of work. And then, they send a guy from 60 miles away and it takes two weeks for him to come out. I live in Sebring and there are five or six service companies in this area, but they went through Cross Country in Fort Lauderdale and the guy they sent me to fix my refrigerator was from Vero Beach, which is 60 miles away.

Updated on 11/08/2018: I posted a review a few days ago about my dishwasher that has not been working since the beginning of September (over 2 months ago). The contractor, chosen by Cross Country is Sears, and have been out to my home 5 times. Each time they order and then replace a part which does not solve the problem and they then order another part. After the third attempt to repair the dishwasher I was told by Cross Country that if after the fourth attempt, if the dishwasher could not be repaired, they would replace the dishwasher. After the fourth unsuccessful visit I contacted Cross Country and I was told that someone would be getting back to me about the value to be allowed for a replacement. I never heard back from Cross Country but the contractor came out a fourth time to try repair the dishwasher and failed.

There are two ways to submit a claim. When I called the phone, somebody would pick up and then I would put the claim. I mostly did it like that, with person to person contact, and it went well. The representatives do well. There is no negativity or second answers. It was straightforward. They take my order and then shortly after that, whoever was gonna be doing the repairs would contact me. It either took a day or if it was on a weekend or prior to the weekend, it would be the next day. The contractors were excellent too. They were very good people and very professional. They did very good quality work and I was happy with it. My experience was great while I had the service and I would tell others that HMS would be a good deal.

I liked what TotalProtect offered and the price. We’ve had it for quite a few years now and I’ve had a couple of not so good experiences when submitting a claim but overall, it’s not too bad. I don’t have a problem with the technicians and things were usually fixed the first time around.

Cross Country offered to build it into the mortgage and it was convenient for me to do it like that. Their coverage plan was in line with the other warranty companies like American Home Shield and it's very valuable having a home warranty. I would refer Cross Country. It's value for the money.

I trust Pentagon Federal Credit Union and they had something about TotalProtect. That was why I went with TotalProtect and so far, they’ve been able to do the repairs that I’ve asked. That’s why I've stayed with them. I have three homes and I have three warranties with TotalProtect. I have my own home then I have rentals and people who rent do not like to wait when there is a repair. That’s why I needed something right away and a lot of times, it’s easier to go with TotalProtect rather than getting free dibs. I call TotalProtect when I put in a claim then they give me the name of a person. I call that person and that person comes out. It's very easy.

Updated on 11/07/2018: HMS claims that I never received pre-approval in order to receive reimbursement based on two jobs following HMS' technician's wrong diagnosis. Pre-approval however is irrelevant to HMS' technician errors and HMS verbal and contractual promises of reimbursement. The customer received the WRONG ADVICE from HMS' TECH, and based on that FACT, I was told I would receive reimbursement. HMS' TECH said I did not have a filter and that I needed coils cleaned, which as a maintenance issue, I fully know was not covered.

Our realtor gave us information on HMS and it was the best advice. I submit claims over the phone and the reps take care of everything. HMS usually tries to get someone out within the 24-hour time frame and they get the job done at a reasonable time. They keep things honest too. I'll recommend HMS.

Submitting claims with HMS over the phone is a little onerous because the wait times can be long. My work has an interesting IS setup which gets wonky with some websites. If I would've had the time and the energy at home to put in the claim online, I would more likely follow that process but our IS setup doesn't really make that easy or convenient. So I would mostly call in and I've experienced some long hold times. I would just work and listen to music.

I file my claims to Cross Country Home Services over the phone and then they call me back. They then send whatever company out in about a week. One time, they sent this company out for my freezer and the tech did what he had to do. He was very polite and I haven't had any problems since. Overall, Cross Country is professional, quick and they get the job done. I would definitely recommend them.

We needed somebody to fix things in case something breaks. My dad usually do it but my dad passed away, so we had to get a professional and I decided to get TotalProtect Home Warranty. They were the only one that contacted me and I heard about them through the mortgage company, so I said, “It can't go wrong.” Their claims process was fine. I call them up, tell them what the problem is and they tell me who would be coming, and they would come and fix the issue. Their reps are pleasant whenever I call. The technicians that have come were very polite and know what they were doing. Overall, TotalProtect is worth it.

I had everything starting to break down and it was costing me a lot of money so I looked into getting a home warranty. One of my relatives told me about TotalProtect and back then, there wasn’t that many to pick from. Submitting the claim was not hard at all and it was convenient. You just talk to the person and they give you a number, or they’ll call the people for you and set up the appointment. The customer service people were good, personal and talking to them was nice and friendly. I’ve had quite a few technicians and I haven’t had a bad one. I like TotalProtect. I stayed with them because they never did me wrong and I recommended them to people.

Microwave gave trouble last year and was fixed within 2 weeks. Same issue this year and HMS sent a third party now (SEARS). They have come thrice with two weeks between and were not able to resolve. They keep ordering parts and now they don't have a part to fix it and are searching for the part for 3 weeks now. Called SEARS and very BRUTE response. Called HMS and they say to call SEARS to get it fixed. Looking for a better warranty and also planning to go to small claims court on this issue. Been more than 2 months to just fix a microwave.

My next-door neighbor has TotalProtect and about ten years ago, I decided to do the same thing. It just seemed to fit. Home warranty is like insurance. If something happens, you get partial coverage. TotalProtect also used to have a program for preventive maintenance. But they stopped doing that about two years ago and I was disappointed about that. We've been in our house about 15 years and I thought if I took out the extra policy on preventive maintenance, it might be to my benefit. But when I called to get that extended policy, they said they don't do that anymore. Now, I’m thinking about looking around for other companies that do that if it’s worth it.

Their customer service reps of Cross Country are all courteous and nice. We had a claim done with my bathrooms and the shower. We called it in and we had a co-pay. After that they fixed everything. All of the contractors were good except one. They would do sloppy work and I didn’t like the guy’s attitude. I don’t want them to come back to my house again.

For five years that I’ve had TotalProtect Home Warranty, my experience with them hasn’t been totally bad but it’s been more of uncomfortable. But lately, they've been that bad and I’m really not happy. My properties are just normal wear and tear, and that’s why I purchased the maintenance packages for both of our homes. But since I’m paying more money out of pocket, then it’s worse. The price has been going up from $80 to $100 for a service charge. Also, depending on whatever technician comes out, he decides on whether or not I’m gonna need to pay for extra material to fix the problem especially the problem with my dishwasher in my rental property. It took an arm and a leg to get them to approve, giving me new dishwasher instead of me having to pay for it. And then once they approved the dishwasher, it went out for delivery, but then, the third party sent the dishwasher back.

I've used HMS a number of times. I call them and everything's been good with their customer service. Once, I ended up getting a new oven. They also came out and fixed the refrigerator. All they did was put more refrigerant in it, and then it leaked out after a couple of months, for which I need to call them and have them do it. When the AC unit went out, the guy from HMS was at the house before I got home from work. It was quick. Everybody's been pleasant and good, too. I definitely would recommend them.

I would definitely not recommend buying a home warranty with this company. They have wasted hours of my time on hold, told me my claim is under review, and have not helped fix the problem with my dishwasher and clothes washer even though I submitted a home inspection report as they requested. I paid $100 deductible and nothing was fixed. At this point I do not even think this is a real company. They take your money and do nothing. Do not waste your money or your time.

I put in an AC repair request on October 13, 2018, a Saturday. We live in south Texas and the temp was 89 that week, the temp in the house stayed in the low 80's. We have a special needs 5 year old child in the house. An appt was set for 9 am Monday. At 8 am Monday I received an email saying the appt was canceled and another AC company had been assigned. TotalProtect can't tell me why the appt was canceled. I called the new company and could not get an appt until Thursday. On Thursday the tech came out and said he would have the part put in. On Tuesday, Oct 16th we had not heard anything so my wife called the AC company. The AC company told her nothing had been approved so she called TotalProtect. TotalProtect told her they hadn't received anything from the AC company and put her on hold while the service department called the AC company. TotalProtect told her everything was approved. She called the AC company and was told the approval would be in by Friday and the part would be in by November 1st. I called TotalProtect and spoke to Patrick to find out about the delay and was disconnected. I called back and spoke to a extremely rude lady who continually interrupted me, told me there wasn't a Patrick that worked there and that she "had not used her AC in 3 months". She refused to let me speak to a supervisor when I asked. The AC company got the part here on October 29th and while completing the repair the compressor went out. Again a work order went into TotalProtect. I followed up with the AC company Oct 31 and was told they were waiting on approval from TotalProtect. I called TotalProtect and was put on hold while the Service provider called the AC company. I was told everything was corrected. On Nov 2nd I called the AC company and was once again told they were waiting on approval from TotalProtect. Again I called TotalProtect and again I was put on hold while the service provider called the AC company. I called the AC company and am waiting for a call back. We are going on three weeks with no end in sight. The continual circle is frustrating and unacceptable. All TotalProtect can tell me is they apologize but it has to go through the service department. This is my first and last experience with this company. Unfortunately, I have had three dozen or so of my coworkers join TotalProtect. I have shared my experience with them as well. We have learned our lesson. We changed from American Home Shield because Randolph Brooks Federal Credit Union sponsors TotalProtect. We will be returning to American Home Shield.

We’ve been with TotalProtect ever since we purchased the home and they’ve paid several claims for us. I just call them and explain the situation. They usually contact the companies that they deal with, set up an appointment, and then somebody comes out and checks out to see what’s the matter. And if there needs to be a repair or a replacement done, it is done.

My home is older and I feared the breaking down of some of my systems. I went on the Better Business Bureau website and investigated what company had reviews and reports. I'm a paying member of Consumer Reports and I went to their website too and investigated the ratings of the home warranties and chose TotalProtect Home Warranty. So far, I only submitted one claim and it was a plumbing issue. I got my problem rectified for about or around the same cost it would have been had I just paid for a plumber out of pocket. It was a bit less because I had the home warranty. So, I got my problem solved and that was what I wanted. What was interesting was I asked the repairman what he thought of working for the home warranty system and he was negative to me which shouldn’t have been. Nonetheless, their quality of work was good.

I've used HMS once for the dishwasher and once for my furnace. The dishwasher took a little longer than what I thought it was going to because it was through Sears. They gave us a window of time that we had to be there. It was eight hours long, from 8 o'clock until 4 o'clock, and it was a little bit ridiculous. I can understand the four-hour window, but eight hours is a big window, for everybody's gotta work every day. But they did really good work when they got there.

Sears was sent to check something and they could not repair it at the moment, but nobody followed up and I heard nothing for a month until somebody else called me. Somebody else came and fixed the problem. There was a lack of communication between HMS and the vendors, but we got HMS for peace of mind and it works. Just make sure to read the fine print.

The coverage plan is great. It covers sewer, electrical and plumbing then if I had a garage, it would cover the garage door opener too. I would like the warranty to do structural but I don't think that would be under what they could afford. Still, the warranty covers a lot and I feel more confident. If something goes wrong, I know that it's gonna cost me $100 and that's it, unless there are other little fees that come up. But it would not be much more than that and that is really affordable.

We bought our home and it came with HMS Home Warranty. When submitting a claim to them, I can do it online which is rather easier sometimes and we've done the submission by the phone too. They're always very prompt. Their technicians were all very good. The only one time that we had an issue was when the contractor tried to quote a $150 and not a $100, but they didn't do that again. The quality of work they performed was excellent, and so far, we've had great luck. HMS Home Warranty is worth the money and I would recommend them.

Submitting a claim to Total Protect has been very easy. I always call in and their reps have been professional. Every contractor who has come out to my place has been a good company with good employees. I'm happy with what they do for me.

When I looked at the reviews on the internet, TotalProtect seemed to be one of the best. But the claims process is slow. It seems you have to call twice because they miss your call. Then the guy comes out and observes the problem instead of having something on the truck to fix it. They've got to go back another week to put an order then you wait another week for the part to come in. So it's about three to four weeks before your problem is resolved but I guess that’s the way it operates. I just had one bad technician and TotalProtect switched me to another person. Well, I forced them to. I told them I didn’t want him at my house anymore. They had to redo the paperwork and I had to start the process again. But once we got all that done, it was about 15 minutes when the contractor did replace the part.

I have had nothing but an awful experience with Total Protect and their parrents company Cross Country Home Warranty. I first had a head pump issue at the end on September and submitted a request for service. After 2 weeks of phone calls and hours of being on hold, I was told that they had no service technicians in my area. As an option they offered to provide services if I could find a HVAC contractor, but authorization would be needed before repairing the system. I was able to find a contractor that day and they came over to inspect my heat pump. The service tech was left on hold for 2 hrs while waiting for authorization, which never came. Then he submitted a service break down of repairs needed and costs. The result was another 3 weeks of waiting, only to be approved for 1/3rd the amount for the repairs needed. Total Protect then didn't respond to phone calls or requests for information for another week! They did then recommend replacing the furnace/ heat pump if the installer would put in there equipment. Ok, the installer is willing and provided a price quote to do the work. The response from Total Protect/Cross country home warranty..... That's too expensive and we opt not to pay for it and here is the original 1/3 repair amount we offered before. The repairs are almost $3000.00! 1/3 doesn't even begin to cover the costs.

I was a total protect customer for a few years before ending our business together recently. I noticed initially, after having issues with my A/C that the company would use installers that had sub par reviews and some did substandard work. This was not the case with all but most of them. My latest issue with my A/C was caused by (from multiple A/C companies) parts being installed incorrectly and damaging the system. I paid out of pocket for multiple reviews since I could not get a straight answer from their servicing company or total protect. It took about 4 months to get a status on this issue (keep in mind it is only a 1x year contract at a time) finally I had enough with nickel and dime replacements that had taken place for at least 2 years and I decided to "cash out" the claim and just replace the system. I knew I would take a loss but the amount of homeowner out of pocket fees (not covered by the home warranty) were adding up to the cost of a new unit. I started this process for the 2nd time on 13 AUG since I had not received the pay out check from total protect home warranty. I discuss this with their customer service again and again and the rep was helpful but it is only so much they can do since the checks are disbursed from a different department. Long story, short I called again 25 SEP 18 since the check still had not arrived after saying it was mailed out again and another time in OCT 18 with still no check and A/C still broken. it is now almost NOV (31 OCT) and still no check. I offered to pay for the shipping out of the check amount and I have yet to close out on this claim. Do yourself a favor and DO NOT purchase this warranty. Pay a little more for a better warranty and save yourself from the headaches! It is all good until you have a real claim, minor stuff they will handle easily. I also let my membership run out since I cant seem to close this claim and it took 4 out of the 12 months to get a status on my system.

I inquired once about their services and from that point forward, I received approximately 2 to 3 calls daily from this company. The calls come at all hours of the day and from multiple phone numbers. I have asked several times to be removed from their call list and clearly that hasn’t happened. I wouldn’t suggest anyone doing business with a company that can’t do something as simple as removing one’s name from a call list and stop harassing people with the unwanted calls. Pathetic.

Greg of Greenville ohio Washer would not start, called sent repairman out after two days. Could not understand him, said had to order part. Came back said wrong part was ordered, had to order another part after another two weeks came back, was in hourse 5 minutes had to go to bathroom and then left again wrong part. This is after we have spent $55,00 at landermatt, wife called company no sense of responsibility from company. This is first claim from company, after I have paid them over two years of protection. Bad company service will not call me back and see over sight. Finally anoter service man came out said needed two more parts another two weeks nov 12 what a joke this company is.!!!!!

My water heater broke. I called the company and it took them 1 week to tell me that they can't find one. They told me they will pay after owners code got approved. It took 9 weeks to send me a check. With the wrong amount that they promised. I had to pay 1280$ to the plumber and now they sent me a check for $1072.57. They don't pay what they promise and we have 25 plumber in my town but none of them will take Cross Country because they don't pay all the repairs or the plumbers have to wait 4 month before they get paid. This company needs to be shut down and a class action lawsuit filed. They been giving me the run around. Nobody in this company cares.

We have been using HMS for one year now and I've submitted claims both online or by phone but usually, I try to do it online. Everything went well in my recent claim experience with the broken air conditioner. A contractor was sent out within a few days. The air conditioner was replaced and the contractor did a good job. Not having the air conditioner was uncomfortable when it was too hot. Now, the air conditioning is good.

We've been very satisfied with TotalProtect. One way or another, they get our issues taken care of and I do not have to wait a week or two to get things done. Their reps have been very polite and knowledgeable as well. The only thing that I run into is some of the techs from the service centers or departments that come out are not very knowledgeable with some of the newer units. When they come in, they more or less try to distract you and say it's your fault, not a machine fault. So, a lot of times, I have to have a second person come out to take care of the problem. Right now, I'm sitting on one claim that they’re needing to reimburse me back. Other than that, everything's going well.

TotalProtect's claims process is perfect. I call their office for my claims and I have been totally satisfied with the work. They send out very professional and organized people who are ready to do the work. One time though, I had a problem with my washer and the guy that came in scratched up the front of the plastic. My washer was in perfect condition before that. I sent pictures to the company but, unfortunately, nothing was done about it.

I used the phone to submit a claim with Cross Country and it took a little while. But on the internet, it took them less than a couple of hours to have somebody out to the house. The contractor was excellent and the plan covers just about everything I need. Things would have cost more if I didn't have it.

We had to have our heat pump/ac unit replaced, after we had paid numerous times for the call out fee to the 'tech'. We had to pay to have it installed, $1800. Also, the duct work did not work with the new unit. They say they won't cover it. It's supposed to be covered under the plan we are on, unless it is "asbestos insulated ductwork or piping; ductwork insulation; concrete encased or inaccessible ductwork;" which is not any of those. It is old and needs replacing, and it doesn't line up with the new unit.

This company resolved my complaint by replacing my washer with a new washing machine and even refunded the $100 deductible. I had planned to cancel this home warranty coverage, but when they worked with me to fully resolve the issue, I changed my mind. Thanks.

We had great service while we had them which made me hesitate to write this review. But I saved the URL to come back here as I had a suspicion that they were going to do me wrong. I sold my house in February 2018 but my bank autopay kept paying premium on the property. When I finally realized this I had paid $276.43 in overpaid premium. When I called they first told me that they could only a smaller amount back, claiming that they bill in "arrears". I let that happen first, to see if I would get anything back. On 9/11/18 they credited my account $139.17.

Updated on 11/03/2018: My repair never got done when told by repair now ok. It is impossible to get the same answers from them. Austin called back with a different but lower settlement price. DO NOT USE THIS SHADY COMPANY. They have a lawsuit pending against them.

The first time I submitted a claim to HMS, nobody called me back. I didn't know what happened but there should have been somebody on the phone that was trained. So, I just replaced the dishwasher. The second time though, it was very satisfactory. It was also a very good experience dealing with the technicians who came. HMS is a good company.

I was looking at Cross Country features and cost and I decided to go with them. I file my claims online and it has been very positive and quick. It usually takes a day to get a contractor and the contractors have been very knowledgeable. There was just one time when one came and they decided they could not do the job so we had to find someone else to do that. But other than that, it has been extremely positive with their contractors. I've had Cross Country's services for several years now and I'm pretty satisfied with the coverage, although there are some things it doesn't cover. The coverage is what they said it was and that's fine. I've encouraged both my sons to consider them.

It's been easy to file a claim with TotalProtect. However, when I had a toilet that came loose from the socket on the floor, the contractors they sent out did the work fine but they didn’t have any caulking. So, they didn’t caulk around the bottom of the toilet and they left the old caulking there which stunk. I don’t think they were prepared as they didn’t have their normal truck with their normal tools. Also, they didn’t know that it was warranty work. Despite that experience, I've been totally satisfied with TotalProtect.

My son is a plumber and one time, he told me what the cost of plumbing was. I looked at what TotalProtect Home Warranty would cost. At that point in time, they were added on to my house payment and it wasn’t very much, so gave it a try. It was under $40 with a $50 or $60 copay. They’ve now gone up considerably in price. The copay is $125, but the monthly payment is still under $50 and I’ve had to use them. Over periods of time, I’ve had my house, a rental house, and my current home under warranty, and every time I’ve called them, they’ve taken care of issues without too much hassle. There are certain items that I have learned that create more problems than others, but, for the most part, they and their parent company have always been there.

I submitted a claim for my furnace making noise. I was promised that the contract company would call me within a day to schedule. 2 days later, I had to call the contract company. They apologized and said they were swamped. We scheduled with them for an appointment between 1-5PM and requested a call ahead. Of course, no call ahead was made. The technician called and said he was at our home; but it was only 11:45AM! He threatened to leave but I was able to convince him to wait a few minutes and my wife would get there. She left work early and got there. Remember, we submitted a claim for our furnace which is inside the house. The technician spent all his time outside the house and only went inside the house to look at the furnace filter, which was in great shape because I change them regularly; about every 30 days. The technician told my wife he would submit his report to Total Protection and then call us to set up a repair date. 1 week later, after repeated attempts to reach the contractor, I finally reached a live body in their office who told me that "her husband" (the tech) was "finalizing" the report and should have it submitted by "tomorrow." Days later I had to call the contractor again because I never heard from anyone. Finally, I got the same lady in the office who tells me that I have to call Total Protection because they are denying the claim. She said Total Protection was supposed to call us "days ago." I called Total Protection and spoke to someone in customer service. He asked me over 5 times if someone called me already. Come on, No means No! Finally he tells me the claim is denied because the heat pump, which they say is over 25 years old, was installed incorrectly. Here are the 2 problems. 1)The claim is for the furnace which is separate from the heat pump. 2)If it was installed improperly, then why did the tech who did the annual inspection for the unit say that it was working properly with no issues? This is not the first claim that Total Protection has denied for me. In fact, the only claim they ever paid was for an old garage door opener that needed to be replaced. The contractor told me that after my deductible, Total protection was paying less than $100 for that claim. Here's another kicker, they have nearly doubled my deductible now but there has been no adjustment to my premium. THIS COMPANY IS A TOTAL SCAM!

Our AC/heat pump went out in March 2018. We had a company come out and look. Tech was more interested in partying than working. Then we requested a different tech. They came out, said entire system needed replacing. Took 3 weeks to get system in. Scheduled install. Tech came out with unit, said it was incorrect unit. Went back to get correct one, came out and installed everything. AC worked great. Now months later found out they only installed AC. Now Cross Country wants us to pay $1800 MORE DOLLARS after we paid $3495 to have it installed. If we paid for a heat pump to be installed and they installed only AC... why are we paying extra for the right stuff when we paid for heat pump to begin with. Hire reputable people! Stop hiring criminals. The company that came out plainly ripped us off. The guy was a dope fiend. Went and got right unit and gave us some ole ** unit... tired of this mess.

We've submitted several claims with HMS Home Warranty over the years and for the most part, they have been responsive and have followed up to make sure that the work was completed and we have been satisfied with it. So it's been a good value for us. I've always been very skeptical about these types of programs but so far, over the past three and a half years that we've had this home, they've answered questions. They've been reliable and the people they've sent out have always done a good job. I would recommend them.

I had problems with my heat and air unit one time. TotalProtect sent a contractor out here who looked at my unit and said that it had a cracked pan in the evaporator. The contractor told me they'd get with the home warranty company. However, I never heard back from this contractor and I kept waiting. I paid them the $100 deductible and but when I called them but they would not even return my call. Aside from calling, I also left them a text message but they didn't respond. So, I called TotalProtect directly and they told me that the contractor said that it was not a cracked evaporator pan. I told them I wanted a second opinion, but they said that if it wasn't a cracked pan, then I'd have to pay another deductible.

Submitting a claim with Cross Country is very easy. The first time though, I thought I had a claim for my zoned air-conditioner but they said I didn’t. It had something to do with the thermostat but that should be included in the warranty. Other than that, I've had two other claims, one for my garbage disposal and the other for my air-conditioner, and both of those interactions were excellent. I've been pleased with being able to get in touch with somebody at Cross Country. Also, the work companies that they contract with and the service people have all been very good. Cross Country gives me some comfort to know it's there. I'm maintaining it and would buy it again if I didn't have it.

I’ve been with TotalProtect for years. A friend had the plan and she told me about it. I call in my issues and I haven’t had any problems with them at all.

HMS Home Warranty was part of my mortgage from a long time ago. Their reps are very responsive and they tend to know what they are talking about. I could get the claims handled quickly. I usually get an email or text confirmation right away. The technicians that they sent were able to come by usually the next business day and they’ve been professional. HMS has been a nice insurance policy against things that have broken and I'd recommend it.

We bought our house many years ago and the owner who was selling it had a warranty with HMS, and they had paid for the year. So, when it came around, we decided to just continue with it. Whenever I submit a claim, I call them and say what needs to be done. They give me the work order number, tell me who to call, and I do it. I pay my deductible and they get it taken care of. The interactions with the reps were also perfect. I couldn’t ask for anybody nicer. They're very good. However, we had one problem. The tech came out and did the service. And he said he was gonna go back, and talk to the manager, to see about getting a couple things done. And it turns out the gentleman that was there that came out, left. When I talked to the company about a month later, they said that he had closed the account and everything up at the very end. But I knew it was still open.

I’ve been with Cross Country for 15 years and submitting a claim has been very thorough, timely and efficient. Their techs are courteous and do a good job. They let me know what’s going on and give me all the details that I need. If they find something else wrong, they come back out. Right now, I’m waiting for a band for my dryer. They will call me when the part comes in and they usually come right out.

One of the companies we used when we bought our house gave us a free one year warranty with HMS. We've had HMS going on for two years now and everything’s going very well. We’ve needed them more than what I would wished for and my experience with them has been good. Submitting claims have been very easy and I do it online. The technicians who have come have been very good and professional. Overall, I’ve been very happy with HMS.

For 50 years I have bought Kenmore appliances and used Sears repair technicians with no problems. Until recently I always had a Master Service Plan and was perfectly satisfied. However, last July I switched to a Sears Home Warranty plan. BIG MISTAKE! I trusted that, since I'd always been satisfied with Sears service, that this would be no different. The problems are not actually with Sears itself, but with Cross Country Home Services, the company that administers the plan.

I bought the warranty with this company. Last week ( 10/17) I made a claim. Since then they have made no progress ( its 9 days now and looks like it will take a week or more for them to even address the problem) . The first three days they said the parts are in back order, then they came back and stated that they will replace the Furnace as parts are in back order. Now they are researching for 4 days to find replacement. I am shocked in todays internet world , it takes a company more than 4 days to just research a product.

We've been with TotalProtect for a couple of years now. At that time, their copay was about $75. Now, it has gone up to $125 to have a person come out per claim. I submit a claim over the phone. But this last time, we had a refrigerator issue since July and it finally got resolved by the end of September. They kept having different technicians come out and there were so many different opinions. Also, some of them were rude. They would say that the other technicians didn’t know what they were doing and would never say that the other person did the right thing.

We got HMS Home Warranty when we bought our house and we have been with them for five years now. When we need their service, we know that they’ll find us somebody. When I submit our claims over the phone, their reps have always been very helpful. Also, the technicians that they have sent were very good. They always tell us when they're coming and they always show up when they say. If they had a problem, they have let us know why they can't come. HMS saved us money. We also have peace of mind that if we have a problem, they will solve it for us.

I bought the home warranty from HMS when I bought my new house. 2 months after I got my new house the heat pump went out, I called for service the tech they said they would send never showed up. So I called again. That tech also never showed up even though I talked to him 2 times. So I then called HMS back for a 3rd time. Asked about me getting my own company to look at it. They said that was fine but they would only wholesale price on the parts and labor, I said ok. My people came out said I needed a new unit that there is no parts available anymore for the system. So I had the system replaced. When I submitted all the paperwork and then waited 4 months. I called HMS to get an update on my claim and I was told it was rejected since I didn't use their vendors to do the work even though I was told I could use my own shop to do the work. The company is a complete joke, whatever you do don't waste your money.

The wall oven repair request was submitted back on July 3, 2018. It is almost 4 months now. I'm also waiting to hear back on a dryer repair. I have been extremely patient and cordial to resolve this matter. I am at the end of my patience. I hope I do not have to carry out my course of actions below. Wall oven: Service Order # ** Dryer: SCCL8S2BXS-4. I spoke with Sherry at HMS on 10/23/18 3:30 pm. She told me the wall oven case was closed.

I was worried about taking care of repairs that might be expensive so I signed up with TotalProtect like an insurance policy. But the experience is not about TotalProtect so much as it is about who they send out. And it was unfortunate that I had experience with some companies that were bad. They were both dishonest. The first one wouldn't give me an estimate for the repair on the washer-dryer so I couldn't make a good decision about it. What they told me was wrong with it was incorrect too. They actually tried to diagnose it on the side without really looking into what the problem was. They didn't know what they were doing. So I complained. Then I had to go through another company that was assigned by TotalProtect.

My HVAC claim was initiated in May and is still not resolved. My home has been without air conditioning all summer and now without heat as temperatures dip below freezing. I have taken 3 days off work to wait for a HMS Home Warranty service provider that never showed up. I've spent a week attempting to resolve the issue on the phone but can never reach an individual authorized to make a decision. I have been promised a call from "authorizations" and have never gotten one (even though there is a need to verify my contact information even though I've called every day for a week). I don't know what HMS Home Warranty considers an appropriate response time but it appears they are attempting to wait out the clock until my warranty expires. It also appears the business model is to frustrate customers until they are fatigued and find another solution to the problem. I do not recommend this company.

It has been convenient to stick with Cross Country for our home warranty service and I’ve had no reason to change. There’s a six months warranty on repairs and they’ve been very good with maintenance. Submitting a claim with them has not been hard at all and I can do it online. The customer service reps have been very helpful. They set up the appointments for the service. Then they made calls and verified that the repairman or maintenance person came out. Afterwards, they sent out a survey to make sure that we were satisfied with the service. They were a little snappy, though, when they answered the phone and they could improve on that. Also, I was on hold sometimes and I have a very short level of patience with that. So, I got annoyed with anything over 15 seconds, but I was still polite.

I have had Total Protect for a few years on both my homes. I’ve had to file 2 claims and each experience has been beyond frustrating. The first claim left me without a washing machine for a month. Our new claim is for an AC and we have been given the run around on when it will be fixed. It has been in “research”... meanwhile we had to buy 2 window units for our home to be bearable for my young children to sleep in. Now it’s turning cold and we can’t turn our unit on for heat either. We are going on 2 weeks with no resolution. Their vendors are incompetent and the call center is less than helpful as we have been hung up on several times. We are already $600 out of pocket and the repairs are going to cost another $400. This has been an extremely frustrating and I hope to get AC/Heat before the weekend.

When I bought my house, the people that were selling it offered HMS warranty, which I have renewed since. I'm in my second year with them now and have submitted two claims so far. I had an easy experience on the first one, but on the second one, they had some issues with the scheduling software. It wasn’t accurate on the availability of the person or the company that was gonna be doing the work. So I had to call back several times to get a company out there that was available on the week that I needed them. The people that worked on my claims have done really good and it has been great dealing with them. Also, all the customer service people at HMS are very nice, accommodating, and helpful.

Everything's fine for the 2 years I've had HMS so far, and I haven’t had any issues so I keep renewing it. I've filed a claim twice and the submission process was easy. The representatives have been great and the technicians both did a great job. They both came out right away and took care of everything. They were very nice too. The problem with my refrigerator took a little bit of time for the parts to come but that wasn't anybody’s fault. I’ve already told lots of my friends about HMS and that they should have a home warranty.

I am sending this email because I am EXTREMELY tired of waiting for a resolution regarding the issue of replacing my oven. I called your company for the first time regarding my oven on August 8, 2018. I received an email from this email address on September 25, 2018. In that email I was offered an opportunity to have my oven replaced. The Credit / Option section of that email states that I can accept a claim credit buyout of $2,954.00. I was NEVER asked about the attributes of the range / oven I owned prior to receiving this email. I was able to determine through numerous phone calls to your company and the email that I received that the estimated cost replacement offer was made based on a 36 inch oven, which is not what I have. Finally, a tier 2 representative obtained the attributes information regarding my 40 inch oven. I was hoping that the estimated cost replacement would now be based on the type of oven I have. I will NEVER understand what is so difficult about the process of replacing my oven with a comparable 40 inch oven and receiving an estimated cost replacement for a 40 inch oven. When I call to ascertain the status of the replacement I am: transferred, disconnected, placed on hold until I get tired of waiting and hang up, told that I will receive a phone call which never comes, or told I will be receiving an email from the Research Department, which is never sent, or promised that the matter is being forwarded to an Authorization Department supervisor which has not resolved the matter because I am NEVER contacted by a supervisor. I have also been told that the Research Department has been unable to locate a 40 inch oven so a claim credit/buyout option can be processed. What kind of Research Department is incapable of completing this menial task? There must be SOMEONE in your company who can FINALLY authorize the comparable replacement and bring this to a conclusion. Because of the lack of customer care I have received, I will have to reconsider whether I should continue with your company and post my experiences. I am requesting that a supervisor who can resolve this matter contact me ASAP. If I am not contacted in a timely manner and this issue resolved in a timely manner, I will have no alternative but to contact the Better Business Bureau and file a formal complaint against your company. I would much rather have your company honor the contract described in your “Home Service Agreement”. I don’t believe that is too much to expect. Your company expects payment from us each month with an expected due date, however, we have to endure unreasonable delays and poor customer service.

On August 14th, I agreed to a claim credit payout of $1680 to replace my HVAC unit. After being told on August 15, 2018 that my claim credit was approved and a check for $1680 would be mailed to me with 7-10 business days, I have still not received my check as of October 24th (50+ total days). I have called multiple times throughout September and October only to be promised that my check was already "approved" and would be over-nighted to me the next business day. However, after 10+ calls to the customer services line, I still don't have my money. I asked to speak to a supervisor to resolve the situation multiple times only to be told that the supervisors are too busy and that they would try and call me back within 24-48 hours (which never happened). I have wasted 6+ hours on hold while having to repeat my concerns over and over - without resolution. At this point, I just want my $1680 claim credit to be paid by a company that respects their customers.

I filed a claim on with TotalProtect Home Warranty when my central air conditioning stopped working and was referred to a service provider who came to my home on Oct. 8, 2018. The service provider informed TotalProtect that multiple parts would need to repaired/replaced. As of Oct. 24, 2018 I am still being told by TotalProtect either the parts have been shipped with no ETA, delivered and not picked up by the service provider or still in the process of being approved for purchase depending on which customer service representative I speak with. The service provider assures me he has not been contacted by TotalProtect and when he called today to follow up with them he was told no parts were delivered and there is no ETA for when they will be delivered. At this point the weather has changed and I will be needing heat which I will be without. However, I must give Kudos to Diana the representative I spoke with Oct. 24, 2018 at 2:45 PM, she was the most diligent with explaining the entire process to me from claims review to authorization, purchasing etc. I just hope that this lengthy process does not result in my family freezing to death.

I spent countless hours and hundreds of dollars in international phone calls (literally) to get my 65 gallon hot water heater replaced under my warranty. They sent the wrong type of water heater to the plumber, then they wanted to start the whole process over!!! I spoke to many supervisors and consumer advocates and NO ONE I spoke to at this company took care of us or getting the repair done!!! Plus their plumber vendor was also terrible. They refuse to compensate us for the horrible experience, although they admitted it on the phone. Finally went with HD water heater & install, had it done the next day. DO NOT USE TOTAL PROTECT!! !

My 98 year old Aunt has HMS on her home. Her hot water heater is out. It has been out for a week. Someone came out to look at the hot water heater, took her $100 deductible and they have not been back. This is hot water heater. Not rocket science to replace. I have spoken to Loyce on Mon, Tues and again today. On Monday and Tuesday I was told we would get a callback. On Tuesday Loyce told me it had been approved for replacement but NOTHING has happened. We have NOT HAD 1 Call back. So now my aunt has been without hot water for a week. I would NEVER use this warranty.

When I purchased my home, my real estate agent recommended getting a home warranty through HMS. I've had their coverage since February. When I submitted a claim for my HVAC, I did it over the phone. They gave me a number and set up an appointment with somebody who never returned my calls or voicemails. I had to get another company and when they came out, they couldn’t do anything yet. They had to let the system cool down because it had some frozen Freon. They were supposed to come back but they didn't. They canceled on me. Then, they sent an email saying that nothing was gonna be covered and the repairs were gonna be at least $465 and that it was gonna take between one and four weeks to get everything done.

I had a washer break. It had been in the house for years and needed flow valves replaced. The repairman indicated on his report a water leak at the hose connection. TP denied the claim with the justification the washer was installed improperly. This washer operated for 7 years without a problem. The repairman was unprofessional and stated he knew how to write up a report that would guarantee a replacement washer, which I did not need. TP would not even authorize a repair. After several unproductive conversations with an uninformed customer service line I cancelled my coverage. I would not recommend this company to anyone, especially if they think the repair/replacement will be expensive for them.

When I purchased my home, the realtor agent gave me an HMS home warranty and I have been with them for a year now. My overall experience with them is great. The person who came to take care of the AC issue was good. Schedule-wise was a little bit off but that was understandable. I managed a little bit of the schedule and it worked out. I like the service for the first time claim and so I decided to extend my warranty.

My brother signed us up with Cross Country a couple of years ago and we've had two claims so far. We went over the phone the first time, and then this last time, we went through the website but didn't get good results. Our air conditioning went out and we used the service where it was automatic. We were given a time, but the contractor didn't show up. I called and the lady helped me. She went over and beyond what she should have or most people would have. She went through everybody near where I lived to find somebody to come out right away. A contractor came in a couple of days, which was a bit too long to get back with me. Having the coverage feels good though. It makes it much easier in case something happens. Our plan is very much worth the money and we're satisfied.

I've been with TotalProtect for a few years now and everything has been good when submitting a claim with them. I call them by phone and the reps there take care of everything. They assign somebody to us though it takes time. I've had some plumbing issues and the techs who came out took care of them very nicely. TotalProtect does good work and I've recommended them to others already.

I got Cross Country Home Services' coverage several years ago when my husband was ill. I thought it would be a good idea that I can call if I needed them. However, the techs they have sent us haven't always been reliable. I didn't want to invite some of them into my home. I've had to request a different technician several times. But Cross Country's service has been very prompt and good and I have been very satisfied with them.

Called HMS to get electric baseboard heat unit fixed. First call lasted 15 minutes, 3 different people, and they forwarded me to Sears service and repair. Sears had no record of my warranty. Recalled HMS - couldn't understand a word they were saying. Recalled HMS again, immediately transferred to Sears. Gave up and placed a claim online. No options for baseboard heating, so I selected HVAC. Got a text with order number and a local company that has 2.5 star rating. Called them to make sure they work on BASEBOARD HEATING, which they do. Will call back in the morning with an appointment time. At this point, knowing I'll have a $100 deductible to pay AND working with a company that has such a poor rating, I'm thinking about dropping this warranty. Too much frustration trying to get something fixed.

My garbage disposal needed to be repaired but I finally needed to cancel my membership after this warranty company failed to get it fixed. They were trying to send a plumber in my house who was not certified to work in my state (OIG may want to follow their lack of oversight of their contractors). One service provider appeared to be drunk so I requested not to send this company back. They kept trying to send this same company multiple times back to my house. In several occasions we had someone at the house awaiting for the technician but they failed to show; horrible and rude customer service; I wanted to cancel my membership and they purposefully directed me to a wrong place. Horrible company.

I had found out about 3 weeks ago that my heat exchanger has gas leak erosions, so the vendor had to turn off the gas/heat in my house. It's now been 3 weeks of lies and BS from Home Warranty and I doubt they ever order the equipment. The vendor hired to repair the equipment are just as frustrated as I am. I am about ready to file a complaint with the NC Attorney General's office. It is 46 degrees outside and I'm wearing boots and a coat in the house. This is NOT how a home warranty should EVER work. Skip this company - more headaches than you can imagine. I'll probably have to order my own repair vendor and then I'll take home warranty to court to recoup the costs. SO DISAPPOINTING!

I was informed by the tech my heat pump needs to be replaced. I am not thrilled about the 2 choices HMS offers. I was also told there is no longer a cash option, that is not mentioned in my service agreement. No one seems to be able to tell me the correct information either. Very troubled by this process.

I've been with HMS for a little over 10 years now and they've been pretty good. It was very easy filing a claim. The reps have been really professional and HMS gets people out there to fix stuff. The technicians have all been pretty good although I might have a complaint on one of them. Otherwise, I would refer HMS to friends.

I've had HMS Home Warranty since 2013 and I've had a good experience with them. I submitted a couple of claims with the washing machine being the latest one, and it was resolved very quickly. We were able to buy a new washing machine from the settlement they gave us. It was the same with our sump pump last year, which they also did immediately.

When I purchased my condo, TotalProtect's warranty was included. Their reps are friendly but some of the providers that they suggest may not be readily available or don't call me right back. Most of the time, when that happens, they'd try to call that provider with me on the line. If they were unable to get a name, they'd leave a message and ask the provider to call back. Then they'd tell me to call them back if I don't get a call back within a time frame. When that happens, I'd call them back and they would suggest another provider. They shouldn't try to call someone while I'm on-hold or online to get an appointment set up or to get me connected with the provider.

Total Protect's warranty came in a package when I purchased my house. Since then, I've filed claims over the phone. However, there was one time when I had service on our washer and dryer and it took a while for a part to come in. I was a little disconsolate about that. Still, for the initial dispatch, the longest it has taken for them to come out has been two to three business days. Also, I'm touchy-feely and I'm all over their technician's shoulders when they 'cause I wanna know what's going on. Nevertheless, during the times I've called, their reps have been very customer service oriented, polite and understanding.

We placed a service call on our stovetop burners 4-29-18. After several companies found that they did not service our brand, one person showed up who did. Unfortunately he brow our exhaust fan while he was there. after a few weeks they came back with only 2 of the 4 parts for the burner and didn't repair the exhaust. Eventually that company would not take our phone calls so we placed another order. A company came out, said they would order parts. Supposedly parts came in a few weeks ago so we called the repair company and they said they would get them. They have not returned. I have called and emailed HMS with no response.

After posting my review, was contacted by Total Protect who worked with me to resolve my complaint. The reimbursed me for the expense I incurred and all is good now. Glad to know they stand behind their reputation and embrace the principal of good customer service.

HMS' service is nice. Everybody I talked to a couple of times was great. They responded fast and came out fast. I used them as a mortgage so the home warranty was included for a year. My experience submitting a claim was great. The technician who came explained everything, how to use everything, and what to do with the garbage disposal. There were no issues in the work he did and it was great quality. When the warranty expires, I'm gonna look into it too.

I like my coverage plan from Cross Country. I pay $125 for a service call and then I no longer pay if something has to be repaired or replaced. Paul Flaherty is usually here for our plumbing issues and they are great. They give me any information and tell me what was going on from their end. But when we had a problem getting our water heater replaced and we had no hot water for three and a half weeks, it was just unacceptable to me. My expectation would be that they would replace it soon.

I used to have American Home Shield a long time ago, then I moved and got rid of it. When I came back, I was looking for a warranty for the condo that I wasn't living in. Since I wasn’t really happy with American Home Shield, I was looking for another company. I found TotalProtect online and when I looked at their coverage, it looked good. The fees were fine as well, so I went with them. When I had claims, I submitted them online and their website was perfect. Their process was also extremely easy. They would send me the email back with a number then I'd call the number and make the appointment. And the technicians who came out were all very friendly and very professional. The quality of their work was excellent as well. Go for TotalProtect. They're a good company, I haven't had any problems with them, and their fees are pretty reasonable.

When I bought a house, my agent purchased HMS Home Warranty for the first year. I've filed claims with them and the customer service response while submitting a claim was great. But sometimes, I felt that the person they sent out used to be in jail especially for those who came for plumbing. Their lack of knowledge was not good. And they seemed unprofessional. One person came out for at least five times for the same problem. He said he fixed it. The next day, I went downstairs and I had a flood in my basement where the laundry room is. Because of his disposition, I did not feel comfortable to complain about him.