Cinch Home Services Reviews

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.

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.

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.

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'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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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 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.

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.

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.

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.

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.

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.

When I moved in, the warranty that was on the house was HMS Home Warranty and we have it for seven years now. When I submit a claim, I usually call it in and go through the process. Their reps call somebody to come out and they come out. Their reps also do what they say they’re gonna do. I really like them. When the hot water heater flooded my basement, they had to come out but our insurance paid for the flooding part. HMS came and put a new hot water heater in.

My dishwasher was not drying, so I checked and found that the heater was bad. I called HMS to find out how much it cost to call a tech to compare why way is cheaper to repair. I can buy a part and fix the dishwasher. It cost around $50. The customer service rep told me that she could not give me the cost until creating an order. I agreed to create a order. It cost me $100. She told me, “The service provider will contact and visit your house next day.” No one called me next day. Universal appliance service scheduler called me, ‘We was too busy yesterday we could not call.” She said she could send someone to my house next day. I told her I checked my dishwasher and found the heater was bad.

A warranty sounded like a good deal, so I decided to get one. TotalProtect was recommended by my mortgage company, so I said, "Why not?" But it has been a little frustrating submitting a claim with them. I've tried to do that online, but then the online site wouldn't accept my claim, so I had to do it on the phone. Then it took an awfully long time to get anything done. Normally, it has taken 10 days to two weeks to get a contractor to come out. It seems TotalProtect doesn't have any service contractor in my area that does the repair work. They need to expand a little bit. But when the contractors arrived, we got along pretty well with them and our interaction with them was excellent. The quality of work that was performed has been really good. I'd tell people to get a home warranty from TotalProtect.

I had a claim with TotalProtect a couple of months ago and it was a good experience as always. I submitted the claim by phone and the representative was very knowledgeable. The technicians have been pretty prompt as well. That's why I'll go ahead, and I'm gonna do a couple of my other houses with TotalProtect. They’re better than the other one because TotalProtect the turnaround is on time and there are no hassles. They solve the problem. If it could not be fixed, they replace the item. If you upgrade, you have to pay the price, which I understand and it's not a problem. I've been with TotalProect for quite a while now and they have been willing to work with me and answer all my questions. I recommended them to a lot of my friends.

Compared to the home warranty company that we had used, I like Cross Country Home Services better. The other one did not have the preventative maintenance. It was only for repairs and we are big preventative maintenance kinda people with our cars and so it was a good fit for us. Cross Country was introduced to us when we did a refinance. The mortgage broker told us about them, then I compared some prices. We then saw the preventative maintenance aspect and decided to go with them. However, although I could do the claims online, I always had to call a person for the preventative maintenance. I’ve never understood why I wasn’t able to do it online and then 20% of the time, it went really bad. I would get people who did not understand the preventative maintenance aspect and put in a claim instead. Although this last one, it looked like I could do the preventative maintenance online.

The house is getting older and we’ve had HMS Home Warranty for three years. We've had no problems with them so far. One of our neighbors had them too. When I submitted a claim regarding the air conditioning, it took them four days to get here, which they told us, so that was all right. Then they charged 125. I submitted the claim over the phone and that was very easy to do. The phone person wasn’t very sociable though but the technician was good and the quality of work done as fine.

I was a single parent with two children that relied on me, and I couldn’t take big expenses at one time. I changed to TotalProtect and I'm happy with them. They’re very helpful and courteous. They tell me what to do and who to get in contact with. I’ve not had any discouragements from the people that have answered my calls. The claims process is pretty easy too. I like the fact that they tell me what the claim is gonna cost me right up front. That way, I know what to expect. A contractor is dispatched usually within the same week. They come in, always introduce themselves then tell me what they’re gonna do. They then look around, tell me what they found and what they recommend. I’ve been pleased with the contractors I've had. I recommended TotalProtect.

Furnace in a rental house I own stopped working on Tuesday. Filed the claim online but then had to call to get a different service company on Weds since first number wasn’t valid. Second provider came out on Thurs and said it was thermostat and replaced it. Within an hour the furnace stopped working again. He came back on Friday and it happened to be running but had not all night. He said nothing was wrong and he couldn’t keep coming back. Meanwhile house is 60 degrees! Called a real HVAC company on Friday afternoon and they came same day and diagnosed the issue was the flame sensor and part will be in early next week. Paid useless service provider from HMS $125 and now paying my own $150 because I need the heat fixed! Wasted 3 days thinking HMS would fix it! Such a useless product and a total waste of money! Definitely won’t be renewing!

We are freezing . I purchased this policy because I don’t havevunlimited resources . I am disgusted and freezing !!! HELP

When we bought the house, the people had left us a year of warranty with HMS Home Warranty. Submitting claims has been a good experience, but I don’t like that I’ve had to wait for a long time for some things. When my air-conditioning unit went out, we had to wait 'till they had gotten the part. We waited for almost a month with no air. For others, I've had to wait for up to two weeks. And then they also have to order a certain part from somewhere. My experiences with their techs have been good though.

It's very easy to submit a claim with Cross Country. I do it with one with one phone call. Then, the interactions I've had with their customer service have been very good. They've been very helpful and been able to get me assistance quick whenever I've asked for it. I've had a couple of different claims over the past few years and all the technicians that Cross Country has sent me have come one time. They fixed what the problems were and that was it. I've had no complaints about any of the service.

My HMS warranty was included when I bought my house, and then I upgraded it. The cost is fair, and the warranty is like an insurance. It's better to have it and not need it than need it and not have it. HMS is great. I couldn't ask for any more. If something goes wrong, I call and it couldn't get any easier. I'll say, "Hey, I got a problem here." They'll say, "Okay, what is it?" And the next thing I know, somebody is here and it gets straightened out. I pay the deductible and I'm done. Everything that they have done was fixed the first time, and nobody had to come back out. I wanna continue HMS on even after the year is out because they're fantastic to deal with.

Using HMS has been an absolutely terrible experience. Our heating is broken and is a fire hazard so we cannot turn it on. We connected our service provider with HMS. They were in the network. I have called 8 times over a two week period and each time it is a different story. Not to mention they are not cooperating or communicating with the service provider at all. They told me there were parts that our service provider needed to pick up. He was told to confirm which system but they didn’t mention him picking up parts.

Filed hot water repair on Sept 20. On Oct 2 repairman said it was 24 years old, and not worth repairing. My claim is still under review. I have spoken to customer service 8 times, and been advised someone will call me within 24-48 hours. No one has ever called. HMS accepted premium for contract; took my $100 deductible for service call, and left me with no hot water for exactly one month. If your business model is to outlast the client, you are doing a good job. I'm about to give up the fight and replace it myself. I cannot go without hot water indefinitely.

I purchased a new house in July, with that I purchased the Masterpiece Protection Plan. It is now October, and I woke up with a dead furnace. The temperature outside is 55 and it was 64 in my house in the morning. I called and created my case with the online system and was provided a local company. I called and the company answered quickly. However, they stated that they do not have any openings today and that HMS does not authorize weekend work. I called back into HMS and spent 30 minutes trying to get a live rep.

The warranty of TotalProtect was set up when I purchased my home. It’s very convenient to submit a claim for service online. But if you want to talk to someone because you need to explain the situation, I found that it’s really difficult to get a hold of a person and I have to go through a series of phone instructions. This can sometimes be frustrating. I called in for a claim on my refrigerator, then the tech came out and did the work on it and left. But later that day, it wasn’t working correctly. So, I called the next morning to let them know that I needed to have someone come back out. But I was on the phone for over an hour, between holding and trying to get someone, so that they could schedule for someone to come back out. It’s always nice to be able to talk to a person, but that’s not always the way it is now and it’s more automated.

I've had one bad experience where I just had to get reassigned because the guy HMS picked was totally unresponsive. There was also one instance early on when the plumber did not wait 10 minutes, and I've left work early and was out in traffic. They were so incredibly rude, but that was years ago. HMS reassigned us and it was fine. Overall, HMS has been good. The technicians HMS sent have mostly been great.

I bought a new home and this HMS warranty comes to me from the prior owner as a safety for first year. I used them once for a Plumber requirement and it went well as the problem got resolved in one visit. Thank God I never got to use them before till Aug for anything big. This time it’s my AC unit and this is worst experience of my life. It’s been 8 weeks and still AC is not fixed. They take hell lot of a time (2 weeks) to order any part. The local guy was responsive first time to come and identify as a motor issue, it took send 2/3 weeks to get a new motor. And nobody at HMS was responsive to call and share updates. Nobody is bothered how much customer is suffering. They never seems to be in a hurry. No way to expedite or escalate, the supervisors are superrrr busy.

When we bought our house, HMS was the company that the seller had for the first year of our home. Then we renewed because we were happy with them. Submitting a claim has always been positive. They always get me somebody quickly and get someone out here. And every single one of the technicians has been great, except for the last time. But they took care of it by sending someone different. So, it still was good and the quality of work was great.

We had a problem with our water heater, and I called Cross Country and they took care of everything. The rep was very nice and easy to talk to. The contractor came out two days after I called in the claim and fixed the issue. The coverage that I have with Cross Country is a little expensive, but when things get a little older, it's worth it. I'd recommend them.

We've been using TotalProtect Home Warranty for several years now and we've had a good experience with them. With my work, I travel a lot and I'm not home to be able to fix things. It's easier to make a call to a home warranty. Also, I have my wife to deal with those sort of things. Over the years, we've had several claims and the process of submitting them has been fine. The reps we've talked to have been courteous and professional. The same goes for the contractors that have been sent to us. TotalProtect has used several different companies. Those companies have provided us with good service and overall I feel good about the work they've done to our house.

I have been a long term client of Total Protect. After I complete this review I will begin looking for a new company. My furnace went out last week. I keep calling for a status - all I get is the run around that the problem is in review. This is how you treat long term clients. Horrible way to do business. The very least you could call or email me a status. Now I am on hold and being told you are requesting more time to research. Then I am told you are waiting on a report from the hvac guy. In which he has provided the report , he has called you twice. It's 20 degrees outside . Fed up with Total Protect you need to change the name to Total failure.

On 10/12 I submitted a claim - My furnace is working and it is 30 degrees at night. Upon receiving the text confirmation I followed the directions to call the provider and set the appointment. They said I have to wait for the claim to get to them and they would call me tomorrow. They didn't. I called them on Saturday and set up an appointment for Monday. Tech arrives. Says I have a bad thermostat and it will need to be replaced. They will have to come back. I asked, "Well what do I do about heat, it is going to be 30 degrees tonight and I have kids?" "Well I don't know" WHAT! Can't you just go buy a thermostat and put it in? "No". Then he tells me that I can pay the deductible when he comes back to install the thermostat.

I have been trying to get service done on my plumbing for two months. My initial phone call was 8/16/18. The service has been scheduled a couple of times. The first service provider they schedule was in Florida, and I live in SC. The second provider has been scheduled 3 times and never showed up. I have called numerous time, have been put on hold for long periods. This is very frustrating to me. I have had this plan for at least 10 years and now I cannot get service.

My name is Beth ** and let me begin by saying that our relationship with Total Home Protect Aka Cross Country has been a very long one, it began with Total Home Protect and now Cross Country, https://www.cchs.com/. During the time that we have paid approximately 39.00 per month every single month on time and had very few claims which include our refrigerator, replacement of our water heater, upstairs and downstairs dual HVAC system and washer. The fee structure went from $75.00 fix it or replace it and now $125.00 fix it or replace it. They stated that the increase was so that they did not have to increase their premiums.

I have been with this company for 4 years. I rarely use the services and when I finally do for my range oven it has been useless. Normally when I buy any major appliance I get the store warranty. This time I didn’t because I read it would be covered under my home warranty. Of course 7 months after my purchase my split oven door decides to get off track and won’t complete shut. I called HMS to file a claim (May 2018). Chesapeake Appliance come out and are unable to fix it. Tech suggested another part need to be ordered. Over the past 5 months I have had 6-8 different visits and different parts ordered and it’s still not fixed. I have to call the authorization department after each visit to ask them to approve the parts that are ordered.

I had home warranty with another company and from their experience with TotalProtect Home Warranty, I went ahead and tried them. I have put in a couple of claims and they were automated, which was easy. But when I needed to speak with somebody, it hasn't been hard at all. Their reps are usually good. If I had to call, it's because the company that I was given was not responsive. One time, I talked with a representative and immediately, I got another company. The technicians have all been good. Once I speak with them, they let me know that they're coming, when they're coming. And when they do come, they tell me what they're gonna do and let me know any issues, and the work is done. I've been satisfied with them. TotalProtect Home Warranty is worth it. In fact, I've already referred two of my family members to them. Now, I have two other properties that I have covered with TotalProtect.

HMS Home Warranty was what the seller put us with when we bought our home. It's really good to have and we had an excellent experience when we submitted a claim to them. Their claims rep was great. We had Sears come out to fix our dryer. We have a dog, a Shepherd, and we tell everybody to call ahead of time before they come. He called my husband at work and I didn't know he was coming. The doorbell rang and it got the Shepherd in a turmoil and he got bitten. He wanted to come back the next day but the doctor wouldn't let him. Nevertheless, everything's okay now.

I like that Cross Country offers a total package. I had looked at a couple others and they were not including the garage door, washer, dryer, and things that I know sometimes go before other things go. Cross Country covers these items in the full coverage. Also, there are some cheaper home warranties out there, but I hear some negative service problems with them, so I decided on Cross Country. Usually, Cross Country dispatches someone the next day after I file a claim. I very rarely have had to wait more than two days to get a dispatch out. When I called in to file a claim or when I just wanted them to come out and do check-ups, there were no problems. They immediately scheduled the service, and within 12 to 24 hours, I received a call. The service company would follow up to say “Yea” or “Nay” if they’d be able to accommodate me for that time and date.

I had a problem with the handler and I couldn't prove that the issue was not pre-existing, so HMS Home Warranty didn't cover it. I've called for about three or four things and they weren't covered. However, I called for my garage door and that was covered. The plumbing was not covered. It was a stoppage and I didn't have an opening. The company HMS recommended me was trying to get more money out of me. They wouldn't run a snake under the sink because they were saying that it would damage the manifold where all the pipes meet under the house. They wanted to do a cambrel, but HMS wouldn't pay for a cambrel. They wanted to charge me $1,800 to replace the whole manifold and to take care of the stoppage, but they didn't know where the stoppage was at, and HMS wouldn't pay for that until it broke.

We figured getting a home warranty would keep the costs down for repairs and things. TotalProtect has good reps and I’ve never had any issues with them. I call them and tell them what the problem is and they have somebody call back. Sometimes, I get the number and I call the person who’s supposed to do the work to set up an appointment. It's been a great experience.

Total protect finds the lowest price and often unprofessional providers to perform service. On my last visit two guys showed up in an unmarked pickup truck with no official company reference to be found. If I am going to let a stranger in my home I want to see some kind of company identification.

If you'd like to spend your money on a company that will keep you on hold for hours, deny your warranty claims after you've waited for their sub-par service team and paid the deductible, then HMS Home Warranty is the company for you! I have literally spent tens of hours on hold with the company trying to get my legitimate warranty claims processed.

I used Total Protect for years at my previous home and had a really good experience with them. I built a new house a few years ago and my new home warranty expired so of course as I had a previous relationship with Total Protect I purchase their home warranty. During the purchase process I specifically added outdoor pipes as I've heard horror stories of these bursting and costing an arm and a leg to fix. So this pipe coverage is $10 more dollars a month but worth it right? Well at about 5 AM one day my husband wakes me, we have a pipe leaking in the front yard! Easily accessed and we find a hold in the pipe. Have the city come shut of the water and I of course call Total Protect. Customer service answers and says "we don't cover outside pipes". I'm a little flustered, confused, and still half asleep but I told her as I was almost sure I purchased pipe protection. She says "oh that probably is indoor pipes we don't cover outdoor leaks", she looks through my policy and says "nope I don't see it" but you can always call back in the morning to whoever writes these policies. Well I have to be at work at 7 am so I run out the door and have a busy morning at work. My husband takes off work that day to find a plumber who can come out and fix the pipe as we have zero water and three little kids. So about 11 am I had a short break at work so I look up total protect pipe protection and see yes this is for outdoor pipes! I call customer service speak to a lady who puts me on hold for a while and says yes ma'am you are covered. I said great lets get someone out, mind you this is Monday no water. She says I can get someone Wednesday or Thursday! I say unacceptable I called 6 hours ago and was told I had no coverage, now I call and have coverage but no one can come out for two days??? She says yes that's correct. I then tell her I had total protect for YEARS and never have I been told no if it was an emergency. What would usually happen is the customer service rep would get on the phone and start calling companies to get someone out. This rep could not care less. I told her it is unacceptable and let me speak to someone who can make this happen today a supervisor, manager, someone who cares more about my situation. She actually REFUSED to let me speak to a supervisor, first said "they are going to tell you the same thing I told you". I was fired up and said I do not accept that answer get me someone now. She told me the same thing a few times. Never offered any other help finally she could tell I wasn't going away until I got her to find someone and she said "I'll put you on hold but all the supervisors are busy and I'm not guaranteeing you they'll pick up". Really????? Never have I ever dealt with this type of customer service even at somewhere such as McDonald's! These two employees that I dealt with did as little as possible to help me that day. So guess what? I paid a plumber to come out and fix the pipe that afternoon. Didn't cost but $250 but still I have a home warranty I pay $64.95 a month for!!! I even have wrote to Total Protect but have yet to hear back. I want someone to contact me ASAP. I would have immediately canceled had I not had years of good claims experiences.

I was offered a 2 year home warranty with my purchase of an old house as an inducement to overlook aged HVAC and older appliances. What a joke! This company wears you down, forces you to use sub-standard providers who blow off appointments, give mixed information, and whose only role is to provide whatever information HMS needs to deny a claim. My furnace is 40 years old and I was told by another provider that it needs to be replaced. The HMS provider told me one thing, then told them that he needed to "put a camera down there" to see if there's a blockage. Nobody called me about this - after 15 days of no news I finally called and was given this news - and told that they don't pay for it. Now I'm being told by a supervisor that this provider doesn't even provide this service. AVOID THIS COMPANY. They should be put out of business. This is a scam.

I am an 85 year old woman. We contacted the Cross Country Home Services regarding a problem with my dishwasher. A serviceman was sent out and determined that the dishwasher needed to be replaced. Cross Country gave me the option of receiving a replacement dishwasher in white or black or money to buy one myself. The employee told me that she would try to get it in black and would make a note of it. We told them that if it didn’t come in black then we didn’t want the white replacement, but would like the money so we could purchase a black dishwasher, which matches the other appliances I own.

Called HMS on 10-16-2018. Mathew answered the call - told me there was no service person in the area - that he was forwarding to a different department. Ask what happens if the water overflows then he said it would then go to my homeowner's policy. Ask if I could get a plumber on my own since they didn't have any in the area - was told no. I asked if waiting until the water overflowed into floor causing major damage was a good option. He stated if I called a plumber it would not be covered and that the overflow would be a chance I have to take.

My husband can do all over a maintenance before but since he's had open heart surgery, his health is not as good as it was so he can't do as much over maintenance as he used to. I had just bought a new washer and a dryer, and a refrigerator. So, instead of buying the extended warranty on them, somebody told me that I should put my money on the home warranty instead of doing it with the people I bought my machines from. In that way, I will be more covered, so I did and I went HMS Home Warranty which my brother's real estate guy told him about. As a matter of fact, my brother and my daughter got them too and we are all real pleased with them. I've also recommended HMS to two or three of my friends. They are single and HMS would be wonderful for them. If they have a problem, they don't have to worry about who to call.

Submitting a claim to TotalProtect Home Warranty was good. I called in and the customer service reps were very professional and very informative. The technicians that they sent out were very professional, very informative, and very courteous. Also, the quality of their work was great. Everything has been fantastic since the repair. It's a good thing to have TotalProtect and I would recommend them. I don't have to look around for a repair person. I just call TotalProtect and they find it. They take a lot of stress off.

When we were purchasing our house, our realtor suggested that we get HMS and we did. And then, when we had to submit a claim, the experience was really easy. I was able to do it online and they called back quickly. It was super simple and really fast, so I was impressed. I also had a good experience dealing with the technicians that they sent out. The first guy explained what was gonna happen and what he found out, and then another one came out. They were very nice and thorough, and they did really good.

We've had Cross Country since we got our mortgage and I've never had an issue with their customer service team. They've always been polite and professional. The coverage is good and the claim submission process is simple. They're able to get somebody out to take care of the issue very quickly. We had to wait once or twice, but we usually get someone out within a few days. I've highly recommended CCHS to several of my friends.

I’m a Real Estate agent with Keller Williams, and I use HMS for my flyers, but I also have them for the home I purchased in April. It’s super fast and easy to file a claim. I just hop online, note what it is that I need help with and the customer service is good. The tech who came was very nice and the turnaround time was quick. Plus, the quality of work has been great.

I need to have some help in taking care of my home so I was looking to get a home warranty. From the companies I looked at, TotalProtect was better. They cost 45.99 and the service call was $75. Also, they offered some of the things that others didn’t offer. I submit my claims with them over the phone. I like to talk to them to explain what’s going on. So, it’d be easier for me to do it on the phone. They’ve been good at coming through with whatever claims I’ve sent out. The technicians were professional, and their work quality was good. TotalProtect does good to me. I’m satisfied and I’d recommend them.

I have a washing machine that is currently leaking. The 1st company HMS sent out was completely unprofessional: asked for my garage door code, told me to watch the whole cycle and call her and tell her what looked “broken” (she was too busy to stay), took my deductible without fixing anything, couldn’t figure out what was wrong so told me to just stop using certain settings that triggered the leakage.

I have recommended TotalProtect but never again...After paying thousands of dollars to get treated this way for a small dollar repair Is the worst.

I've used them twice and both times it's horrible. Their schedules for vendors don't match up. HMS says they're available two days from now, I talk to the vendor and they can't come out for another week. They've sent the wrong ticket info or closed it before the work has even started. So they have to open up a new one and confuses the next person at HMS I have to talk to. The vendor they just recommended won't answer and voicemail is full. On top of that, after they talked to him he still didn't show up at my house at all. It's a nightmare any time I have to call HMS. I usually don't write bad reviews, I would rather go on and not waste my time. But people need to know about HMS.

Our rental property is over 10 years old, as with most things in it. It's a good idea to get a home warranty nowadays and we've got HMS there. We had one claim and it was handled very quickly. We filed it over the phone and I had a good interaction with the HMS rep. The contractor that was chosen and sent by HMS was excellent. He was very good and very thorough and he even followed up to check. It was an air conditioner problem and it was very warm before we got it fixed, so he made sure that it was working efficiently after the repair.

We will start with the refrigerator as this issue is still not resolved. Over three months ago, I placed a claim for my refrigerator interior lights remaining on while doors closed causing melting of housing and surrounding cover. Repairman assigned to case stated, "this is a common problem, and that it needed a motherboard". Parts procurement "stated they are no longer made and that they would order a replacement refrigerator". Refrigerator delivered and installed was incorrect model in that it was not counter flush.

I have Residential MD Gold and I'm very satisfied with them. Every interaction I've had with their customer service has been positive and they do what they say they're gonna do. If I have a claim, I report it and they are very cordial over the phone. They send someone out to assess, evaluate, and then fix it. Residential MD Gold is worth looking into or giving a try.

The previous home owners had the warranty with HMS and there was about six months left on it when we got the house. So far, we renewed with them twice and we've been here for two years now. HMS has a wide range of features and appliances that they cover. Except with the elevator and the pool, all our stuff are fully covered for the price. When we file claims with them, our experience has been pretty fast. I made five claims within the two years and three of them was for the exact same thing, which would be our washing machine. They honored it, but they said it was a separate part. Their customer service has been excellent and the technicians have always been knowledgeable and fast. The last claim we had was for the refrigerator and the contractor had to order a part, so that took a little. And as soon as that came, I called and they've already scheduled the technician to come out.

TotalProtect Home Warranty is convenient. Things get done right and I don't have to think that much about the problem. My interactions with their reps were very good. They're very friendly. Of the few claims I have filed to them, there was never any issue and they honor their contract. Some of the contractors that they send are not great, but for most part, they are okay. They seem to be professional and they did the job right. I had one bad experience a couple of years ago. But other than that, everything is okay. TotalProtect is a good company and hassle-free.

The uncertainty of replacing or repairing stuff has gotten so much lately. My son-in-law had a service out where he lived before he sold his house and he recommended TotalProtect. It’s been a good experience. I file my claims over the phone and they've all been very friendly. I used TotalProtect one time for my refrigerator and the technician came out right away and fixed it.

I have used TotalProtect for about 8 years on 5 different properties (our home residence as well as rental properties). I have made numerous claims over the years, and have gone through every hassle you can imagine to get things fixed. If you're ready to have your HVAC machine go down for 3 - 6 weeks in the middle of summer, feel free to sign up. TP's communication back and forth with their contractors is nearly non-existent. Be ready to play the middle-man and 'quarterback' any serious claim to completion. I can't begin to list the hours I've spent on the phone with TP as well as their contractors, only to find out that one thought the 'ball was in the other's court'. In conclusion, after 8 years of this across 5 different properties, I can honestly say that TP has added no value for me. I have spent more money on the annual premium and deductibles than TP has saved me over this time period. For this, I have lost uncountable hours on the phone and weeks without much-needed appliances. My wife and I have dubbed them TotalFrustration.

I recently filed a claim due to a broken shut off valve on the pipe that the ice maker supply line connects to. Initially the claim was declined because the person the plumber talked to in the authorizations department said my policy didn't cover pipes within the walls. Now, I don't know about your houses, but in mine, the plumbing system is primarily located within the walls. I called customer service and read her the part of my contract when indicated that they did indeed cover pipes inside the walls. I explained what pipe it was and she then said they don't cover ice maker supply lines. I told her it wasn't the supply line, but the pipe that the supply line attaches to, which is very much part of the plumbing system. It was the bottom part of the shut off valve that connects to he pipe inside the wall that busted. The plumber even got on the line again, and tried to explain to her what it was, but she just kept denying the claim. She then said they didn't cover fixtures. I guess she thought it was a faucet??? I don't know. I think she was just looking for anything that she could to deny the claim. She had NO CLUE about what we were talking about AT ALL! I finally just gave up, and will be shopping for a new warranty company.

Could not have been more pleased with my resolution experience. A member from the team called me the very next day and expedited the claim and was able to get me an appropriate replacement. Appliance was delivered within 7 days. Extremely satisfied and impressed with HMS.

If you are considering HMS Home Warranty, go with them. Everything is good in my experiences with them. They have the best deal and I heard about them from the previous house owner. Their online claim process is easy and I have a good experience whenever I submit a claim. Whenever I had to interact with someone over the phone, everything was good too. The contractors who were sent out were good, on-time, and have helped.

I used to have a home warranty from Bank of America but they switched me over to TotalProtect which is also Cross Country. Their technicians were very professional. I had to upgrade though. I had to replace my refrigerator and my washing machine, and I didn't have problems with them. Every time I call them or request something, they take care of it.

I would tell others to get TotalProtect. There are no second thoughts about it. We've had them ever since we had our house. That's about 20 years and they had been super great to us all these years. We submit claims by phone and our first one was a water heater that went out. They took two days to fix it. They got in here and bought some new one. They were fantastic. In fact, they’ve always been nice. The contractors have also all been super nice, very cordial and very professional. If I didn’t have the warranty, I’d also be looking for someone like that. We had a very good experience this last time as well. The ice maker in our refrigerator went out and the contractor tried to fix it but couldn’t. He said he’d replace it and order some new ones. We’re just waiting for it to come back in.

HMS Home Warranty was offered when I bought the home. When submitting a claim, nominally, it's been a phone call and the responsiveness has been excellent. However, there were two occasions where I've had bad situations with the technicians. When I had the faucet repaired, the two individuals that came out seemed to have very little knowledge with regard to how to affect the repair. Then recently through another situation, speaking with a plumber, I discovered that it was not really that complicated.

The first tech I used in the very beginning wasn’t great, who seemed hesitant to go into a crawl space and an attic and so I just suggested that we never use them again and they haven't sent them back again. All the other technicians have been great. They fixed an air conditioner twice. The air conditioner is not new, so it took a couple of days to get someone out because it was the middle of the summer, and the second time, I didn’t have any trouble. Recently, our toilets were leaking and they fixed two of them. I looked up HMS’s ratings and compared to other companies they were a lot cheaper, but the ratings weren’t as good. But I still decided to renew my year with them, so I’m hoping for the same good service and technicians who know the area and the house, it’s good to know someone that knows the lake homes and how they’re built.

I've been with TotalProtect for about 13 years and I've had fantastic service up until this wall oven. Apparently they had no contractor in this area, which is unbelievable. There are a million people in this surrounding vicinity. We started August 30th when they contracted with Sears. Sears came out here and talked to TotalProtect about the wall oven. A part of it had been replaced about 10 years ago and they decided that the wall oven was so old, they were gonna go ahead and replace it. That was fine. He was as nice as he could be, and point-blank, he told me he had talked to TotalProtect and they were gonna replace it. I was also told at that time that within two to three days I’d hear from somebody about installing the oven. The service was fantastic and initially, everything was okay up until September 5.

The air conditioner kinda went kaput. I called HMS and got a quick answer. They were all English-speaking and I was excited. The only downfall to the whole thing was their network of contractors doesn’t seem to be broad enough to handle an issue during a certain peak season. Other than that, they were easy to get a hold of and to deal with. When they told me that their contractor was three weeks out, I told them that my wife and kid have really bad asthma. So, they told me the process if I could find someone to get there sooner. So, I found someone that could be there the next day, and they were very understanding and cooperative with me, so there was no problem at all. Everything went very smoothly and I got the reimbursement check about a week or two later. I got a check for $79 while the whole bill was $179, but the deductible was 100 bucks.

I have been with Total Protect for about 9 years. When I first started with the company their customer service was awesome. They followed through with all the things they said in their adds.Recently that is not true. They just want to collect your money and scam you.I had a refrigerator not cooling on the fridge side. I set up for service online on a Sunday, July 22nd. Twin City Appliances came out on Friday, the 27th. The service technician spent less than 3 minutes in my home. He said it was a problem with the damper. He never did anything but look in the refrigerator briefly. I called them on Monday and was told TP was going to order the part. They said that was because there was no expense for them if TP did this. I called Twin City back a week later and was told that TP could not find this part. They were told to look for this part by TP. I called back a couple of days later and was told that Twin City could not find this part either. At this point I called TP customer service which is not easy. I was on hold for over 30 minutes. They said they were going to research this claim, and I should hear back from them within a week. I never heard back so a called back at the end of the weeks time. They said the damper was not covered because it is a vent. If this was not something that was no covered, why did they and Twin City both try to find this part. It has been now 4 weeks without my fridge. When it became an issue of replacing this, they decided not to. I would have been happy to just have it repaired, I was not trying to get a new fridge just one that works. I am cancelling TP. They are not reputable and do not do what they are supposed to do. Do not use this company for home warranty. You will be sorry.

Purchased and LG fridge. for starters do not buy. seem great to start, but won't last more then 5 years. Called Total protect to service fridge since it was on and warm inside. They send Burrows appliance repair. They were prompt in appointment which was 1 week after request was made. The service guy was able to determine that since the fridge was hot it did not work, however he does not fix refrigerators. So total protect had to send another repair company to determine if the first guy knew the refrigerator did not work. That appointment took another 3 weeks. That repair guy determined the same thing. He even told me that this was a common problem with this refrigerator. He also mentioned that it is typically very difficult to repair and would inform total protect that it needed replaced. Total protect intern decided to order every part for the fridge. Shocker they were on national backorder, I found all of them on amazon and could of had shipped in 2 days. 3 weeks later the parts came in and the service guy comes to my house to tell me that it is great they ordered the parts, however like he said before, it is not fixable. Total protect needed to get there crack team of researchers to determine if there was any way to fix, and after another two weeks they decided it was not fixable and I would be refunded only 3000 for the 3600 fridge. and to date which is over three months, I have no check. Customer service is filled with the largest group of inept and incompetent people I have ever felt with. On more then one occasion I had to ask multiple times what they were even saying. I had a supervisor tell me she was going to ax me. translation was ask. I would never use or recommend them for anything. A complete scam to not do anything for you except keep you on the phone for no less then 2 hours each call

I need protection of my house and so we've had TotalProtect for so many years. They take care of all of my needs and that is fine enough for me. I have no problem with submitting claims and they've always come through. I submit online and the process is very easy. When I call in, the customer service team is very friendly and professional. Also, the technicians are outstanding and the work performed is 100% quality. My overall experience with TotalProtect is superb and I would highly recommend them.

My realtor recommended HMS Home Warranty when I bought the home. He said that when we are buying a home, everybody will tell us everything is fine, but as I found out, everything wasn’t fine. I was very lucky to have gotten HMS Home Warranty because I haven’t been there at the house quite a year yet and I’ve already had my air conditioner done and my dishwasher. So, I’m gonna keep it. I called to submit the claims and the experience was wonderful. The professionalism of the reps was great and the technicians were also wonderful.

Cross Country's customer service is fine when I talked to them on the phone and some of the people they send out are good, but 30% of my experience with their providers have been bad, which was mostly the guy with the washer. Our washer was leaking and the vendor was iffy. They weren’t bad, but they didn’t fix it the first time or the second time. The third time, they said it wasn’t broken, but it was because they forgot to put one of the bolts into where it rotates to dry out the water. When the washer ran, it went dun, dun, dun, and then, we called them and they said it was normal.

The portion of submitting a claim to HMS is very easy and I do it by phone. The representatives are nice. All the technicians have been friendly too. However, lately, it seems as though the technicians that come into my house are doing a terrible job. They're not the best technicians possible. I always have to call back because the people coming out are doing a subpar job. Most of the time, it's a rush job.

Do NOT waste your money on a warranty with this company. You will spend countless hours back and forth on the phone just trying to get to a human and most of the time you’ll just be told something isn’t covered thanks to some loophole. Even if you do get a claim approved for a repair you’ll be jacked around as they set you up with an appointment only for you to call the actual repair company and have them tell you no appointments are available until a much later time frame. You have to stay on hold for however long as they attempt to call other providers to “set up an appointment” and if they can’t get anyone they send it to dispatch. You can’t personally call dispatch and just have to wait however long until they MAYBE call you with a different provider that you may still call and have them tell you no appointments are available.

I purchased all my kitchen appliances through Sears about 6 years ago. I ended up buying the Sears Home Warranty/Cross Country. It costs me $50.00 a month and every service call was $75.00. We have had nothing but issues with my Kenmore Elite Refrigerator. After it was ready for the 4th motor, the repair technician said it needs to be replaced. I was offered a cash buy out or a GE replacement refrigerator. They asked us to review the model online and make sure it fits. We did and called to accept the replacement. Several calls, emails, store visits later we received our replacement. It was plugged in but it never cooled. I called the number located inside the refrigerator and they referred me back to call GE for now it has a manufacturer warranty. I contacted GE and was told they don't make Kenmore appliances. I have had no working refrigerator since the second week of June.

Our furnace went out 10/9 and we filed a claim for repair. It is below freezing temps this year and I have a baby and preschooler at home. At first we were scheduled 9 days out, but were able to be upgraded to "Emergency" status. The repair tech came 8/11 and 8/12 and they were able to assess the parts and labor needed same day, but HMS denied the repair and insisted on ordering the part themselves to save money. The part is not scheduled to arrive to our service provider until 10/19-10/22! It is a $300 part, no rush shipping available according to the customer service reps. If we choose to pay for the part ourselves they will deny the entire claim. We have NO HEAT and it's below 32 degrees at least 1/2 of the day. This is what they call Emergency status!? Denying us heat over a few dollars (maybe $100?). SERIOUSLY?! I AM NOT RENEWING - DO NOT USE THIS COMPANY!

My claim on my home hot water heater for repair was placed beginning of September in which Total Protect which is a subdivision of Cross Country Home Services suck my claim and assigned it to a repair company. The company never contacted me never came out after me attempting calling them in which Cross Country Home Services also try calling and no response. At that point Cross Country Home Services agreed on need providing my own contractor to repair the hot water heater and have it approved through call Nicole which is a term they used that provided me authorization to have my own technician and repair the hot water heater.

Since my husband had passed away, a family member who had TotalProtect thought it would be better for me economically to get some backup plan. When I had an issue with my washing machine, I called TotalProtect to submit a claim and their rep was very nice. He said that a technician from Sears would call me, but it took almost two weeks before they did. When the tech came out, he wasn't here a good second, and he detected what was wrong. He told me that two screws were coming loose but it was 125, out of pocket, just for him to tighten two screws in order to get the cycle go like it was supposed to. Other than that, the guy was nice and professional. Having TotalProtect is worthwhile and people should go for it.

Having Cross Country Home Services has been pretty good for me. I contact them through an automated line and it has been easy to get a hold of them. Cross Country recommends somebody for the job I have to have done. Thereafter, I contact the person that's going to do the job and they give me a call back. Most of the time, Cross Country recommends someone who has been to my house before.

We bought a house that has HMS and we have them for five years now. Since our house was 50 years old, we renewed our contract with them. Whenever we had claims, we've always had pretty positive experiences from HMS. When we moved in this house, the washer wasn’t wringing out and we called up. The guy came in, took one look at it, and said they were gonna order a new washer. Then two days later, he contacted us to make a delivery.

Our house is aging and I got a warranty from TotalProtect from where I got my mortgage. Submitting a claim with them has been good. But they're much better at giving a referral when it's not necessarily the referral I would have chosen, and I've been given options. That's probably the weakness of the system. You call in and I know they have preferred vendors, and I'm sure those preferred vendors gave them a better deal if it's down the road and it needs to be replaced. But it's not the same thing as me hiring somebody that I know that can do the job and be confident in. That's just personal preference. One time, we couldn't reach the contractor they gave us, but typically, our experience with the contractors has been fine. And sometimes they're able to repair the issue while sometime's they're not able to. It depends on what the issue was. Other than that, I like what TotalProtect has done us.

A warranty is a good thing for a home. It worked for me when I had it before in a house I lived in and when we bought a house, HMS Home Warranty was involved. They showed me the program when we moved here. I checked them out and they seemed to be a good company. They are also located in Florida. I call them whenever I submit a claim and I like my interaction with the claims rep. Once, the water heater went out so I called it in. They gave me a company and I called them. The guy was terrible. He waited a week and had not done anything. He didn’t follow-up on anything as well.

Writing this review is both encouraging and extremely frustrating. It is encouraging that sites like Consumer Affairs provide a platform for consumers to voice their experiences and concerns with companies that we have paid our hard-earned money to for them to provide a service. It is frustrating to see the number of people that have had similar experience with this company.

We have been a customer for almost 2 years. Recently our A/C system stopped pumping cold air and I filed claim online. HVAC technician did show up very next day to do the inspection and found compressor was the culprit. Our A/C was the original unit when the house was built back in early 90s, I did have to refill freon one time but other than that everything was in good working order until now. HVAC technician explained to me since my system is old and R22 freon is going to be obsolete, he does not think Insurance company is going to replace the compressor and might just replace with new A/C system. He than started to take measurement and pictures of everything and told me someone would get back to me in a few days.

I have had a non-functioning unit since 25 Sep 2018. I have been calling and calling and calling to get a status. I keep calling for a status, "we're waiting for information". Technician says no one is calling them. SO... I call for a supervisor and I can wait for DAYS and get no call. STILL HAVE NO RESOLUTION!

I was reading on getting a warranty. I got a brochure and a package from TotalProtect and it looked like what I wanted so that's why I went with them. The claims process has been easy and dealing with their reps has been good. They have good contractors and I'm totally satisfied with them.

When we bought our house, we got HMS Home Warranty. You can submit claims online and it's very easy. You fill out what you think is wrong and then they will refer you to a company. Then you call the company and schedule the service with them. We have called three times and twice, there was nothing they could do. However, the air conditioning upstairs broke and they were able to fix it. Their techs have been very professional.