Cinch Home Services Reviews

Whenever I call TotalProtect for my claims, the interaction has been very pleasant. They call their contractor to tell them what the situation is, then the contractor would call me and make the arrangement and appointment to come out and see what the problem is. I’ve only had a couple of claims, with the first one being for my air conditioner. They sent somebody out the very next day, and he fixed it. But then a couple of days later, something else went wrong. The tech came back on the same money and he took care of the problem. There was no extra fee for that because it was still within the same few days that I had paid the first fee. I then had an episode a couple of weeks ago wherein my washer and dryer went out at the same time. TotalProtect's contractor came and checked it out and had to order some parts. When the parts came in, they came back and fixed them in a reasonable time frame, and I was pleased with everything.

DO NOT USE THIS COMPANY!!! They are the worst. I have a broken A/C unit, HMS approved the repair four days ago and sent me the approval email. Today, I notified the service company and the rep informed me that I did not owe any extra costs because I have the premier plan and we scheduled the appointment for this Friday. The service company immediately called back to tell me that my claim was denied by HMS. Wait...what? I was approved four days ago. When I called HMS they informed me that my A/C unit was denied due to preexisting conditions, so what happened when it was approved? Were there not preexisting conditions then? The fact that I was approved then denied right when I scheduled the services is unbelievable. USE ANOTHER COMPANY!!!

We had an issue with our garage door opener. I will be honest that I am not someone that knows a lot about these things. So I called HMS to file a claim, that is what they are there for. When I spoke with the person I was given an appointment for someone to come out and look at it. The time window for the appointment was 8-5. This meant that I had to use a vacation day to be home to meet the person. The person they scheduled cancelled the appointment the day prior around 2 in the afternoon. So, I had already found someone to cover me at work and ended up with a useless vacation day. I called HMS to work on seeing if someone else could come out and they just transferred me to a service company. They then scheduled another person to come out four days later with a smaller window of time of 8-12. When no one arrived I called back and got transferred again to a contractor's private home number.

The worst service I have had in my life. My refrigerator has been out since 8/22/2019. I have talked to 11 people from Sears and the two outsourced people from GQ Appliance Repair and Appliance Net two companies that Sears has contracted with. First of all a Sears representative told me that they do not have Sears service technicians in my area. Sears take my money in my-area which I thought was strange. I have had 3 people hang up in my face. I spoke with Lynette on Saturday 8/31 and she said my service repair was cancelled, evidently Mali cancelled it when I spoke to her on 8/28. I spoke with Bob today and he said Appliance net has not given sears an authorization request to order the parts.

I’ve been an HMS Home Warranty customer for many years. It seemed like a very smart investment, and I like their coverage. They did a very good job. They had a very good reputation as well. To submit my claims, I just call and work through their people. Generally, it’s that day that I’ll hear from the contractor and the time is honored. The contractors that are dispatched are courteous, professional, and responsive.

I'm really very pleased with TotalProtect. I've had excellent experience with them and I recommend it to anybody. My most recent claim was for my air conditioning and it was very successful. They have taken care of the overage for me and everything was perfect.

I recommend HMS. They're affordable, so I can renew it every year. Also, I submit claims online and navigating through their website is easy. Moreover, the contractors have been very friendly, honest, and straight to the point. They also come out by the time they say they will.

When I called TotalProtect Home Warranty to get a preview and look at their plans, I saw that their plans cover a whole lot more than what the other companies were selling. From what I could see, they had a really good protection plan, which covers a lot of the products that I needed to be protected and a lot of parts that weren’t covered on another plan. Submitting my claim was seamless, very simple and easy. It was also very easy to get customer service. Once I got through, they recommended a certain provider to come out and take a look at the issue. I like the quality of the service and the time they get the people out here to take care of the work. They were very professional and handled everything that needed to be handled. My experience with them was great.

and nothing was done. I am highly dissatisfied the way my claim was handled.

So far, everything is going good with TotalProtect Home Warranty. I've been with them for a couple of years now and their reps have been great. Submitting a claim to them has been very easy and the technicians they've been sending out have been good for the most part.

I was with another warranty company. A priest friend of mine was with TotalProtect and he suggested it. It's seamless if I can submit a claim online. But if for some reason I can't, then to get to somebody on the phone is gonna be cumbersome. Some of the contractors were very good, but the last one that I had was a nightmare. Sears Garage Door said they would be here between 8:00 AM and 5:00 PM and they wouldn't break it down. So, I waited home all day, but they never showed up. I called three times and they kept saying they were coming, but they never showed up. I spoke to TotalProtect and I said, "I would like some kind of compensation from you having to wait home all day, and then not showing up," but they refused to do that. Then the contractor didn't fix the thing properly when they finally came. It got worse.

I cannot say enough AWFUL things about the service we have received! I have been fighting with them to have our refrigerator fixed for the past 18 days and counting... It started off with not being able to find anyone to come out and look at our refrigerator. Then, two different service appointments were scheduled and, both times, they were a no show. A serviceman finally came out after 2 weeks of waiting to only tell us our refrigerator is too old and they no longer make the replacement parts we needed. They told us we have to wait for an email with our replacement options. I waited the allotted 48 hours for the email and we are STILL waiting.

We shopped around and we came across TotalProtect and what they covered. We did our due diligence and settled on them. We very recently had a claim and initially, they told us who they were sending out to us. We were also told that we needed to call the company to verify the scheduled time and date for the repair and for them to come out. We did that and we kept getting their voice mail, leaving messages and not getting a response.

We’re happy with TotalProtect. About two years ago, the same people who are doing our mortgage bundled that, and asked us if we were interested. I just had a rental house then and my new house, and it sounded like a good idea. Then two months ago, there was an issue at our rental property, and our real estate agent called and took care of it. That went smoothly and we have had no complaints from our tenants after that. My wife has also called TotalProtect for the air conditioner problem and that was smooth as well. The guy that was sent out was really good. My wife absolutely loves him. He told her about what was going on and gave her some specifics. Everything worked out well.

I have a home warranty through Sears - who are terrific. The washing machine broke, and they were prompt, helpful, and repaired it with no problems. It was a great experience. Unfortunately, they don't actually do the work on everything included in their plan. That's where Cross Country comes in. The water heater also broke. Cross Country sent an unlicensed company to replace the water heater. The guy said he would not replace it unless we paid him for many "extras". His bill came up to $1,600 for the extras he felt we needed.

When I bought my house, the gentleman before me had HMS Home Warranty, and he paid for my first year. I kept renewing, and have had it for four years because the service was good. However, I will not be renewing anymore. I was very surprised with how the service has been lately. Ever since I renewed, my service has been terrible - both from their representatives and the technicians that they send out. Whenever I call in, I get the runaround because of the computer, and when I finally get to talk to someone, it’s just a headache. I’ve also tried submitting claims online, but they never respond.

At first, I had an American Home Shield policy, but TotalProtect Home Warranty carry and insure some things that they do not. Plus, I’m paying a little bit lower. I prefer submitting claims over the phone and their reps try and help. When my toilet wouldn’t flush, I tried using a plunger and an auger, but I couldn’t get it to work. Moreover, my handyman was having dialysis treatment. I called TotalProtect and the plumber came. He used my plunger and wasn’t even here for two minutes and I gave him $25. He also showed me how he did it. I’d be happy to recommend TotalProtect, especially to someone alone and older. It’s nice to be able to make a telephone call and know that you don’t have to worry about anything.

When we bought the house, we bought a home warranty with it. When it came time to renew it one year, somehow it didn’t get renewed by the same company. TotalProtect took over and it was really seamless so we just went with it. We had the warranty for a number of years. When I have a claim, I prefer to call. I’m 62 and I like to talk to people. They are always nice and everybody has always been as helpful as they can be. We're pretty much satisfied with TotalProtect with the exception of the claim for our air conditioner.

Submitting a claim with TotalProtect Home Warranty was super easy and very simple. It was a lot easier than I expected it to be and their response time was A1. We were more than pleased. Moreover, the technicians were great. They showed up when they were supposed to and did what they said they were gonna do.

I've called for help regarding my water in my bathroom. The shower knob is not working and the water keeps flowing. I have to shut off the main water line. I am so disappointed with the service that no one can come to my house sooner. It takes about 5 days in order to fix the leak. I have to call my own expense and paid $300.00 for the service. I felt the service I received is unsatisfactory and stressful to deal with your service representative.

Updated on 09/03/2019: I received a phone call from Total Protect Home Warranty today. The representative was tasked with providing me the standard script that my policy only pays $10 per pound for refrigerant.

When I submitted a claim, I did it over the phone and my interaction with their rep was fine. The contractor they dispatched was fine as well and the quality of the work done was okay.

When we bought the house, it had HMS Home Warranty. We've had it for three years and so far, they have been good. I usually submit claims over the phone and my interactions with the reps have been good. During the first year, we submitted an AC claim and we were pleased. The issue wound up being the capacitor for the air conditioning unit. The tech came out on a Saturday and I was extremely thankful for that. He did a great job.

August 14th, it was mid-summer in Houston with 100 degree weather and the AC in my house went out. I called TotalProtect and they sent one guy out. He looked at it and said he fixed it. The next day, it went out again. So, I called TotalProtect again, and they sent out another tech. This guy came out and said my compressor was bad. I said, “What do we do in return? My system isn’t working.” He said, “We have to order a compressor.” I called TotalProtect back and told them what was happening and the installer did the exact same thing. TotalProtect sent out another person just to verify what the first installer verified and that took a week and all the while I was without AC.

I wanted a home warranty because I thought it would be convenient to have one vendor that I could call when I needed help on the variety of different aspects of my home. TotalProtect has an online portal that I go in to submit the basic area of my concern, and I get a relatively prompt response back from them saying that they got my claim and they’ve followed it off to a local vendor. The vendors prefer to give me a call, but TotalProtect gives the vendor's contact information in case I don’t hear from the vendors in 48 hours. Then I make arrangements with the vendors to come and make the repair.

Our refrigerator was making some very weird loud noises, so loud that it woke me up, and I turned it off in the middle of the night. I called Total Protect and they put me in contact with Old Guys Appliance Repair, in San Antonio. I turned the refrigerator back on to see if it would work, and turned the temperature down in it. It started working, but was still making weird noises. Robert, from Old Guys Appliance Repair, showed up on the day they told me he would. I told him what we were experiencing, so he took the back off the refrigerator, totally cleaned the coils, the fan,and the compressor. He put the back on, and the refrigerator has been working fine ever since, noise free.

Charlie/Apopka, Fl

We have been a customer since 2012. The past few times we had to use the warranty. We have received very poor customer service. At one point we were not told about something that was not covered by the warranty and we ended up having to pay a couple hundred dollars unexpectedly out of our pocket. Most recently we had to do a claim for a plumber and well the fee for us just calling a plumber directly was cheaper than the 125, which was only $75 when we initially signed up with this company, we have to pay using the warranty. We also made a claim to have someone come out to repair our AC. The 1st company they linked us with stated "I'm sorry we are no longer in contract with Total Protect" So we called back and was told another AC company will be calling us that call we still have not received. Our AC is leaking inside out home and well we now have ruined floors in our home due to the leaking that we only just replaced last year after the Hurricane. We call to cancel and we must pay 125. How does this work. This company is horrible and very very unsatisfactory!!!! !

I was dropped as a client after several years. Did not replace my furnace after several parts they replaced. It was cold in January 2018, and my mother was 86 at the time and we needed the heat. I paid to have it replace, sent the paper to them but they did not reimburse me.

I called in with some questions about service call. No complaints, just a basic coverage question. After being on hold and waiting for the call center the call went to voice mailbox which said, "Leave your number and you will get a return call within 24 hours." No one called me back at all. So I emailed the company and getting responses that they are looking into my concerns. I kept responding "Here is my number. I am waiting for a return call". NO one calls, they keep emailing me they are looking into it. Then someone named Marcus corresponded with me several times and I kept emailing him "Here is my number. I am waiting for your call." He never calls me back.... It has been two weeks and I am still waiting for a call.

It took nearly one month to repair my dryer. The service repair company did not have the part I needed. I had to call customer service several times.I have been a customer for over ten years. I have only filed a claim around 4 times. It's not worth it the Frustration.

We’ve had TotalProtect for a while and we’ve used it for a variety of things. We had an issue once with our dishwasher, an issue with our washing machine and even our dryer. The one that we have the most issues with is our air conditioner. I'm waiting for the day when TotalProtect would finally says enough is enough and they just replace it.

We’ve had TotalProtect Home Warranty for a couple of years. The contractor that TotalProtect sent out for a dishwasher door repair came out quickly, but the part supposedly would take two weeks to come in and I found out later on it took them an extra week to come out. I kept waiting and waiting for the part to come in, and then I finally had TotalProtect call the contractor. I found out that they had my part for over a week. So, the whole thing lasted two weeks longer than it should have. Also, you could never personally speak to the company nor would they call you back. I will never use that company again.

With TotalProtect talking to a rep on the phone seems to be a lot more efficient than submitting claims online. However, they don't have services that I need which are supposed to be covered under my contract. Moreover, when they send techs out, they're not able to do that quickly. The techs who come are anywhere from excellent to questionable and I feel like they gouge me. I've had contractors whom I would use again independent of TotalProtect and I've had others I wouldn't send my dog to. They also find a way to upcharge what I have to pay. Additionally, the techs have told me point blank that TotalProtect doesn't pay nor approve very much. This makes me very uncomfortable with being with TotalProtect. Thus far, I haven't left this company since with other providers, they require a lump sum payment upfront which I don't have right now. I'm not a happy customer.

After 4 months of calls and 1 very meek attempt in January to repair, I have been out of a refrigerator again for 2 months with no effort from these people to repair. Previous repair lasted a very short time and the company that did repairs through them said never again. Keep your money and do not give it away because they will take it and give nothing in return!!!! Do not expect any call to be returned as I have left countless messages with their people to do so!!! If anyone is interested in a class action suit I am talking with attorney tomorrow!!!

They deny claims if they cost too much, my claim was denied. The plumber they sent out said I needed to replace the macerator pump in my basement bathroom. Nowhere does the contract say it doesn’t cover it. Then they said it’s like a sewage injector pump, 2 different things in my opinion. Never use this company under any circumstances or they tell you they denied it after you pay your $100 deductible. I could of paid any plumbing company $100 to come out.

Called HMS to submit a claim on our heat pump unit not working in April of 2019. They sent out a contractor who told them our unit had hail damage and we ran it out of freon and we never had it serviced. Then he tried to sell me a unit on the said for cash. HMS denied our claim based on what the contractor had told them. Called back several times trying to get the problem fixed and they refused to do anything. We had records from the prior owner having the unit serviced 3 months before we purchased the home.

After I was approached by Cross Country, I did some research and their offer looked good. You call the number, you have an identification number, and then they ask you what your issue is. They sent out a booklet that gives you what's covered, what's not covered and what your deductible is. Everything is clearly defined so there are minimal questions. If you do have a question, they can answer it very quickly. Then they have somebody that's contracted through them in the area call you back and give you a time of service. And it has always been timely and efficient. One contractor was a little questionable, but the rest of them have been very appropriate, knew what they were doing, and have been very helpful. I've recommended Cross Country Home Services.

It's our first year in our house and we wanted to get a warranty and our Realtor gave us HMS. We heard about a different warranty company though, but when we researched them, we decided we didn’t want to go with them just from everything that we heard. Filing a claim on HMS's website is super easy and I can do it in three seconds. The most recent experience was not very good though. I filed a claim not very long ago and received an email stating that my service provider was Air Heating and Cooling and their number. I called them and left two voice mails. A day and a half went by, but I did not hear from them so I called HMS today. HMS told me that I have an appointment scheduled today.

My bank had sent me a TotalProtect Home Warranty flyer. I did some research and switched to them and it was better. When I submitted a claim, I spoke to someone over the phone and it was a good experience. I was given 72 hours as an estimate as to when to expect the contractor. And they kept that estimation. The contractors were professional and on time. Plus, they kept me updated on everything. The work they did was of good quality. Since the repair, everything has been good.

If I were to do it again, I would take the warranty money and put it in escrow for future needs. Total out of pocket costs on one claim quoted so far are nearly $1100. This warranty is awful in all respects. Read below what the company owner said to me. We live in Hampton, Va and had 1 of 2 A/C systems fail in late July. The area affected has been between 84 and 87 degrees inside for almost a month now and there is no resolution on the horizon, and the vendor won't return calls. I can only imagine if we had health problems or this was a plumbing/gas leak how bad it would be.

We had a leak out between the meter and the house. We didn’t wanna repair this 60-year old galvanized pipe so, we’re putting in a whole new one. We wanted to have part of the cost paid by TotalProtect Home Warranty and the contractor was totally with that. TotalProtect has given us an very reasonable appraisal. We were gonna replace the entire thing and wanted a break and they gave it to us. When you insure people who live in houses that are 60 years old like ours, insuring a repair on a water line like this is just a Band-Aid. TotalProtect really needs to specify between repair and replace but I’m glad we have the insurance and it’s covering part of the cost for us. Plus, we’re only gonna have our yard dug up once. It’s not gonna leak again in two weeks.

HMS Home Warranty's claims process does fairly well. However, I’ve had trouble the last two times with the heating and air people that HMS sent out. I tried to get ahold of people in HMS to complain about the people but no one returned my calls. I even went to my real estate company who I bought the policy from, and they gave me a man in Little Rock’s number but he never returned my call. That was very aggravating. I never had a call back or reached anyone in the upper offices. It was strictly the phone people, and that was it. I found out the people were still working for them so the last time I had trouble with the water heater, I refused to take the people that did such a poor job and asked for the people that did a good job in the past. They finally resolved my problem.

Cross Country has saved my butt on numerous occasions and I’ve been pretty satisfied with them. I’ve been with them for about six years and they always do a good work for me. When I talk to them, they are always helpful, friendly and courteous. They get somebody out right away. I can do the claim online, but I always do it on the phone. It's more personable ‘cause I’m trying to get something fixed. They make things easier to get things repaired and done. If something goes wrong, you just call them up and they’ll arrange somebody to come out. All you gotta do is let them know what time you’re gonna be available and it happens.

I’ve had TotalProtect for a while. What happened? I’ve been without a washing machine for almost 2 weeks. I’ve left messages with Total Protect as well as the other company (Cross Country Home Services) they sent my claim to.the service tech came out almost a week ago and I have yet to receive a decision or status if my washer is going to get fixed. So frustrated since I’ve spent almost $100 to wash clothes at a laundromat.

I work for HMS Home Warranty and had gotten it as I was working here. I sell them, so it's probably a good idea for me to have one. I file claims online and it is really easy. Plus, as far as work goes, I do a lot over the phone with the claims team and the contract customer service. My interactions with the techs went really well. It was an excellent experience. The man who came out was very knowledgeable and helpful. He has been doing appliances for a long time and had worked for Sears for years beforehand. He came and explained everything.

My mother had TotalProtect Home Warranty. She passed away five years ago so I took over everything. It's easy to call in claims with them. And in a way, I would love to recommend anybody to TotalProtect, but with the service I’m getting, I’m scared to even do that because of the way I’m being treated. The first time took 29 days for anybody to get with me for my AC unit. My brother has really bad asthma and I had open heart surgery. It has been 98 degrees in the house so I wasn’t able to stay in my own home. I had to leave and go somewhere else because I couldn’t breathe very well.

I've learned now to do my claims online with Cross Country Home Services. But before then, I used to call in my claims all the time. I have a claim right now and I did it online, so I didn't have to speak to anybody this time. But every time before that, I've called in, and the Cross Country reps have always been very helpful. The website is user-friendly but the two items that I had prior fell in the same category, and I couldn't figure out how to add two. So, I ended up having to call. After I did it online, the rep added it on for me through the phone call.

I had things close to breaking down and they were getting old. I take care of them the best I can, keep everything clean and keep them running but they do break down, which was why I decided to look into a home warranty. I saw TotalProtect Home Warranty on my computer and it has good value so far. Mostly, I call when submitting claims and the reps have been very polite. Doing it online is easy but I would rather talk to somebody. I only had trouble with one contractor but they have since gotten rid of him. He was good at first, and then he used some cheap parts to try and fix the dryer, and it did not work.

I also use to have high praise for Total Protect until they refused to replace my 20+ year old A/C unit, despite it being their vendors recommendation. The unit has failed twice within a less than 30 day period (fan motor and then compressor) They just keep milking us for the copay and claiming because it is a new failed component that it wasn’t covered under the previous service visit. We have paid for this unit several times in the many years that we have had no claims. I see now that you have no problem doing minor repairs, but will never cover a repair where you have to payout for a major replacement. The vendor came and did the “compressor” repair Friday August 16, we started this claim July 27th. We have been in a three level townhouse, confined to our basement for weeks. We have already started to record the repair, our outside unit now sounds like a freight train, it will not last. You know, and I know that this 20+ year old machine, should have been replaced. I will not stay with a company that takes advantage of its customers, I have referred several people over the years. I have shared my experience accordingly, many are planning to take their business elsewhere. I plan to do the same, unfortunately need to at least have to plans to cover the initial 30 days with the new company. Shame on you Total Protect, we were loyal customers! This is how you treat us.

Depending on HMS Home Warranty's contractors' availability, it could take them up to two weeks to come out. Also, it would better if they could come on a weekend like a Saturday, but a lot of times, they're not able to do that. The techs who come out get things done the first time though. I've been with them 13 years, and I've had no issue with them when I submit my claim.

Having TotalProtect for around five years, our experience submitting claims has been wonderful so far. Dealing with their representatives has been great, as with the technicians that have come to our home. My most recent claim was due to my air conditioning system, which was starting to flow warmer air. The technicians came out and added Freon, and it has been working fine ever since. The guy that looked at my refrigerator came out once and fixed it, but it wasn’t the thing that was broken. So, he came back free of charge and fixed the other thing. He was great.

Updated on 08/30/2019: Have you heard of fake news? Well this is a case of fake service... I can't believe that I am actually writing about this company again. Six Weeks ago my washing machine broke down. Cross Country Home Services has made 6 attempts to come out and fix my unit to no avail. Two apts. were set up and no one had the decency to show up or even call. Last week I wrote a review and welcomed someone from their executive corporate office to call me and this week I will put it out there again. It is going on 6 weeks and I am still out a washing machine.

Updated on 08/29/2019: Today 29 August Total protect finally got with American Air and now they want me to pay $930 for the repair that is already been done twice before. I already paid $850 and now they want me to pay again for the same repair? I called them back and they are reviewing the case again because I should not paid that amount. For me I should not be paying any amount because is not my fault that they are taking to long to get this approved. Now Total protect is telling me that I have to wait for the next approval, well what another 3 month? Please approve this now I am getting tire of the running around by your department. I am very disappointed by Total Protect the way they are treating me and my family that cannot be in my house because they are taking to much time to repair.

Worst company I’ve ever done business with! I did all the leg work for my claim. It’s been open for 3 weeks and still unfinished. I was lied to several times by supervisors and wasted countless hours with them. One supervisor agreed I was being screwed over and said, ‘Well we have a contract so…” What a horrible way to do business and treat customers. I WOULD NOT RECOMMEND THIS COMPANY TO ANYONE.

This company is a joke. They try not to fix anything and when they do they do it the cheapest way to not spend too much money. But the problem is they fix the problem the cheap way and it breaks over and over again. AC company said I need a new AC unit and they won't replace it because it still runs even though it does not cool my house.... STAY AWAY....

I've been trying to get my Dishwasher replaced and installed it took them over 30 days to get it replaced once it arrived the individual said they do not install dish washers I told total protect I need it installed and they said before the arrival installation was covered then said they will have someone come over once the individual came over today they where there to repair the old dishwasher and they do not install dishwashers after many attempts to call them and get the the right person to do the job they don't get it.they said they will refer to there dispatchers to find someone I cant believe in Tacoma area they cant locate one??? I tried to reach there supervisor they told me it will take 24hours ?? No call back from them. I cant believe such bad service exsist well it's TRUE over a month to receive the item sending the correct repair men to do the job no quick response from them to see the problem it taken care of I would not recommend them look elsewhere

When I purchased my house, TotalProtect was already there and I renewed when the contract was up. Thus far, I've been satisfied with them and have had great experiences. I had one bad experience though way back with Cowboy Plumbing. Also, another time when TotalProtect used Sears for my washer, I was told they would be there by noon, but at 5:30, I had to call Sears to see what was going on. They told me that the guy was running behind and he did finally come. But if he saw that he was not going to be there by the time he gave me, a courtesy call would have been good. So that went bad.

This is the worst experience ever. My AC broke down on Thursday August 15th couldn’t get anyone until Monday August 19th. The technician was there for 10 minutes and informed me that the unit is leaking and he can’t touch it because the previous technician that worked on it back in January forgot to close the valve. So I called back on the next day and I was informed that they haven’t got the report yet from the technician. I spent about over 3 hours on the phone for them to figure out what to do not mentioning there is a heatwave about hundred degrees, so they book my with the previous technician who came in for less than 10 minutes and told us he can’t locate the leak and walked away.

Hello. On Sat August 17 I ace a emergency service request for my A/C unit. It stop working. I was told by customer service rep. Jackie that someone will contact me due to my air not working and the temperature here in phoenix is 110 to 115. Well today is Mon and not one person or some one from total protect ever CALL me. On Sunday the 18th i had parker and sons come and take care my unit. The first service rep stated they don't do service calls on weekends. Really?.This is not the first time this has happen. Last year I waited 4 days before I got service. My pets got sick from my home being too hot.

My mother is 89 yrs old. Cross Country has sent several unqualified technicians to fix her air conditioning unit, sometimes twice in one year for the same problem. Now, the same problem is occurring and this time they are charging her $700 for a part needed after she paid the deductible. This has been going on for several years with the same the same AC unit. I am very disappointed with the service.

I used to have a different home warranty provider and when my contract was up, I decided to try someone else. I was looking over TotalProtect and tried them. Now, I'm going on three years with them and I've had very good experience whenever I call in my claims. Their contractors come out within a couple of days and they've all been very good. I like that they tell me the truth, come here on time when they say and do a good job.

I put in a claim with Total Protect on 8/7/19, I was told the parts would be there in a few days and they would come do the repair. The parts took a week and then when the repair was done it only lasted less than a day. I have contacted the contractor who said they will call the warranty company and tell them it needs to be replaced. However, When I contacted Total Protect I was told they need 3 days to get the report, 5 days to review the report, 10 days to issue a check or replacement and then 10 more days to send me a new unit or a check to replace it!!!!! I am so angry, Total Protect has no problem taking my money each month for the warranty, (on time) but then expects me to wait over a month for a repair/replacement. Who is going to pay for all the money it is now going to cost me to go to a laundry mat and have my clothes dried for the next month. I am not happy at all with the service and the amount of time it is taking to process my claim. When I called them, I was told there is nothing else they can do. I do not believe that. This process should not take the better part of a month. Not sure I will be keeping my warranty moving forward, I am sure there is a warranty company out there who can process claims in a much quicker time frame.

I have a serious problem with your service. I have now been without a refrigerator for 2.5 weeks. Your customer service says that they have not received the service report from TWO different service providers (one sent Aug 7, one sent Aug 16) and can't do anything without those reports. I emailed one of those reports myself on Aug 9 (to the email provided by your customer service) that you still don't show in your system. I have contacted customer service SEVERAL times with no resolution. I have asked for someone in management to call me WITH NO RESPONSE. Folks, if you have these people as your home warranty company, FIRE THEM.

We called TotalProtect and the guys did the vents in the roof. They were supposed to do the other side so I had to get back to them because they never came back. I called them so they came back but it took so long for them to get here and do it. They kept putting us off. The guys just left but they did the wrong side and forgot to do the other side of the roof. They did pretty good but the guy gotta get some more materials to do the other side.

Cross Country was referred to me by my cousin. I had a company come out to service the air conditioning unit, and I kept having the same issue with the air conditioning unit so that same servicer kept coming out. When I contacted the warranty company and I said, "Hey, they never finished the issue," and they reached out to the servicer, the servicer was like, "Okay, it's fine. We'll send someone else out but you don't have to pay it again. We'll have another servicer come and resolve this issue." So, another servicer came out and I ended up having to get my air conditioning unit completely replaced. The warranty company covered the air conditioning unit, and I just had to cover the installation cost of it, and I have a new air conditioning unit. Cross Country resolved it.

We've been with TotalProtect for around 10 years. We phone them with our claims and their reps have been very good at assisting us. The technicians then come out in two or three days and they've also been very good.

My initial claim to Total Protect was July 6th reporting that I had no hot water. The plumbing company came out on July 10th to assess the situation. They could not fix nor repair the tankless water heater that is under 10 years old. Total Protect did approve replacement of the unit but ordered the wrong model that could not be used in my home. The plumbing company called the home warranty and advised them that they ordered the wrong model and that the correct unit needed to be ordered. Long story short, today is August 20th and the correct model needed for my home has still not been ordered and I have had no hot water to shower in. The plumbing company seems to be very helpful and willing to install but being held up by Total Protect who seems to be in no hurry or concerned about the fact that a long time customer has been inconvenienced for almost two months. I seriously don’t know if I’m going to continue to be a loyal customer to them when there has been no sense of urgency or concern about my matter. I am extremely disappointed which is a complete understatement. I feel duped.

With things getting old and knowing they're gonna be breaking down, we decided to get a home warranty. We went with TotalProtect and everything has been fine. When I put in a claim, they’ve always taken care of us. They’ve always gotten back, and somebody’s out here very quickly and resolves whatever issues we've had.

My mortgage company recommended Total and made signing up easy and convenient with service payments included in my mortgage payment. My hot water heater needed replacement. I was told my claim would be handled as an expedited case. Nine weeks later my parts are still on order and purchasing cannot provide a date the replacement heater will be sent to my service contractor (by the way has been awesome trying to get Total to get my parts). I am giving up. I call frequently and am given the same response. Purchasing will call you and your contractor when parts are available. Same response week after week and I initiated the calls. No one calls back. I would not recommend this company. Over 8 weeks without hot water is a terrible customer experience and is in no way an expedited handling of my claim.

I have multiple cases of dealing with incompetent service providers they send who will not resolve issues. The last case was the worst where my HVAC wasn't working, sent another incompetent service provider who couldn't figure out the issue and basically reported a part that needs replacing that they knew was not covered under warranty and washed their hands. After 5 days of dealing with them, I had to bring in someone else who resolved the issue within 30 mins. Now I am stuck with paying the deductible to Cross Country Home Services and also paying for the repair. They won't reimburse me and customer service won't even talk to me.

I NEVER signed up for this program. I have been calling for over 2 months (only 2 of my calls are apparently documented though and I Have called well over 5 times and have confirmation numbers to prove it). I have cancelled my credit card 3 times so far. My credit company has reported the charges as fraud and SOME HOW this company STILL is charging my account. I am a college student taking nursing classes and paying for majority of it OOP. I do NOT have the type of income that can tolerate this. The best is, the last time I called and cancelled (On August 5th) they had ALREADY reimbursed me for 2 payments (total reimbursement was $29.95) even though my account was apparently opened in May which equals out to $59.80 - AND they have charged me two times SINCE the reimbursement and cancelation. This is by far the WORST company I have ever come in contact with. They cannot provide me with the information as to how this account was set up, EVEN WHEN I SAY I WAS NOT THE ONE WHO DID SO and I need to know how they got my account information. Nothing can be said to me other than it was opened in May for some kind of surge protection. And keep in mind I was on vacation out of the state at the time AND DID NOT HAVE MY CREDIT CARD WITH ME! I am truly appalled at how this company is okay with basically STEALING from people. Total disgust. Just for reference, my most recent cancelation number is: ** dated 08/05/2019.

I have never written any type of review in my life until now, so I hope this exhibits how criminal and incompetent HMS truly is. This has been the absolute worst customer experience I have ever endured. It all started two months ago when our air conditioning unit went down. We called HMS and they sent out K&D Temperature System. They told us that our issue was the Freon, and only a small amount was covered by our plan. So, we ended up paying $215 out of pocket.

We had a situation where our air conditioning stopped working. I called and reported it to TotalProtect then they had somebody from Sears come out the next day. He said that the wires went down for the blower fan and that they somehow dropped and got cut. He fixed that and it didn't seem like it was anything very difficult to do, but we paid him the money that we were supposed to pay when he arrived. So, it’s all working great now and I would highly recommend TotalProtect.

I never knew what the amount would be when someone came in to do repairs. When I was single, I always felt that I was being taken advantage of. A coworker told me about TotalProtect. They do background checks on the contractors and the technicians. Only reputable would come into my home because they had already been certified by TotalProtect.

I had a home warranty previously and I let it lapse. I'd been looking at TotalProtect for a while and they sent a flyer. The price was right, so I signed up for it. Making a claim online has been easy and navigating through their website has been straightforward. The contractors have been able to do the job just fine. Overall it has been an easy, straightforward and quick experience.

Updated on 08/19/2019: I’m not sure how this case is being resolved? After it seems as the resolution team contacted me on Friday asking me address and then reached out to me again today to finally let me know that the company received the parts. The company called me shortly after checking the message and stated they would come out this week and if it rains I’ll have to wait for another appt within next week or week after.. let’s pray for no rain. Then they mentioned I would have to pay another $125 for reclaimed freon disposal or something of that nature because it’s not covered under warranty. After all this warranty company has put me through they should pay it. I don’t care if they use the rest of the unclaimed deposits to pay for it. This is just not what I should have to go through.

I'm really glad I purchased HMS Home Warranty because as issues pop up, it's a peace of mind to know that it can be taken care of without having to pay the full repair cost. My first claim was for my air conditioner, and apparently, my husband had installed a nest incorrectly. And so, that was a really quick fix, and it was really nice because we've had several air conditioning people come in that we hired on our own, and they were saying, "This is broken, that's broken." But the air conditioner guys that came out through HMS were so knowledgeable. They were like, "See, what a lot of people don't realize is this, this, this," and they were able to immediately fix that. They were great.

We were given a year of home warranty through HMS when we bought our house We decided to stick with them. It's easy making claims and their people are always helpful when I call. It also usually takes a couple of days for a contractor to come out for a service and the quality of work they do has always been good. But when we needed air conditioning repair, HMS gave me a number for one guy who when I called hung up on me when he heard it was through a home warranty. He said he wasn’t gonna do it. I called back and asked what his deal was. He was really rude explaining why he wasn’t gonna do it. I called HMS back and the agent that I talked to called a different place to ensure that we would have an appointment. That was a bad experience with the contractor, but HMS was really helpful in making sure we had someone come out and fix our air conditioner.

So far, my experience with TotalProtect has been great. Recently, I submitted a claim for my air conditioner. A guy came out, took care of it and it’s now going good. I've had coverage with them for 18 years and so far the only issue that I have, and it’s not really an issue because I know things change, is that I used to get stuff faster. When stuffs have to be delivered, sometimes that takes a while. But overall, I’m pleased with them and I’m not thinking of changing or canceling. I would definitely recommend them to a friend. In fact, I have recommended them several times to people who were having trouble with stuff in their house.

I bought my house and got an HMS home warranty with it. Submitting a claim was pretty easy. Although my overall experience wasn't bad, it was a little frustrating. There was a time when our air conditioner went out and it was very warm. It was about 95 to 100 degrees the weekend that it broke. It was getting to be about 85 degrees in the house and we were almost not able to sleep. What was a little frustrating was out of the five companies that we were put in touch with to have the unit repaired, two of them said they were no longer accepting home warranty services. Two other companies said they wouldn't be able to get to it for a week and a half. Finally, after four days, we got in touch with someone who said they would be able to come out and get it fixed in a reasonable fashion.

My air conditioner unit initially stopped working on July 17th. This was during record breaking extremely hot temperatures. Total protect was not able to get a service provider to come out until July 21st. When he (Comfort Heating & air) did come out, he fix the problem but suggested if it stops working again, “put a fan on top of the air conditioner unit” to help generate cool air. I thought this was a strange comment at the time but was just happy to have the air working. But approximately 3 weeks later the air conditioner unit stopped working again. At that time I realized what that comment meant by “Comfort Heating & Air.” It was a Temporary Fix to get a quick $125 deductible. After this incident I decided to cancel my policy with Total Protect. But I knew that the air conditioner unit would still be under a 180 days warranty.

The company replaced my AC unit, and even though it took a while between home warranty and local AC company I am satisfied!

It's a good idea to have a home warranty. I've had TotalProtect for so many years and their contractors have been really helpful. The people who came out were great. But I was surprised that there were certain things in my warranty that I was not aware of that TotalProtect didn't cover. For instance, if you have a faucet on the bathroom sink that's faulty, they won't repair that. I didn't read the fine line.

I bought a home and the seller provided home warranty through HMS. I moved in and roughly 45 days later (On a Wednesday in July in Indiana)— the air conditioning stopped. Easy to call in a claim- all automated. The initial technician was not available so they closed the order!? I called back Thursday and got another company assigned to look at it the following day first thing in the morning (now Friday). I get a call late Thursday from the technician saying HMS canceled them. I call HMS yet again, and yes, they canceled the technician and now scheduled through Sears- for Friday, anytime between 12-7 PM. I argued and got the other technician back in for Friday at 8. I note that HMS did not call me at all during this and did not notify me of the change. Technician comes out, says air not working because furnace shut down. Need to replace the furnace. Also advised that the water heater was leaking.

Our HMS warranty was purchased for us by the sellers when we bought the house. My experience with the company claim-wise has been great. I initially did my claims over the phone. But I've been doing it online now. The HMS contractors haver been good too.

When I purchased my home, I was given a home warranty system through HMS, and then I renew it every year. I've been with them for five years. Recently, I submitted a claim over the phone. It took the contractor a long time to get to my house to do anything. It was like a week. They said they were busy. And it was my washing machine, and it wasn't an air conditioning unit, so it wasn't horrible. The contractor was very knowledgeable, very kind, and did a good job. I would definitely recommend the company that came out. Everybody was very professional, prompt and on time and I've not had an issue at all since the washing machine has been fixed.

On 20 July, I opened a claim with Total Protect Home Warranty because my HVAC was not emitting cold air. It was my first claim and I'd had the policy for nearly a year. On 22 July, they sent DMV Heating & Cooling to assess the problem. The technician said the coils were leaking and he'd return Wednesday to make the needed repairs. I thanked him and gave him the $125.00 deductible. Unable to contact DMV Heating & Cooling for an update, I finally called Total Protect on 26 July and they said my claim was denied because I had not performed regular maintenance on the HVAC system. When I asked to cancel my policy, they said they'd send out another company, Legacy Home Comfort. On 27 July, the Legacy technician came and took photos of the new wiring and fan outside, to show that I had performed regular servicing/cleaning/maintenance, as well as photos of the inside panel that was left open by DMV Heating & Cooling. I also gave him the name of my regular certified HVAC serviceman. The technician reassured me that the leaking coils were NOT due to lack of maintenance but simply age (the HVAC is 25 years old). As with the first company, Legacy did not answer my calls for a status update. When I called Total Protect on 12 and 14 August, they said that my claim was denied because both companies said the system was not maintained! However, these companies were willing to offer maintenance plans for a fee. Perhaps it is just the heat getting to me, but to me Total Protect is scam company that uses predatory contractors so they don't have to pay out on repairs. Policy cancelled!

We have had Total Protect Home Warranty for about two years now. We used them once for a washing machine. They just recently raised their prices and raised the deductible amount. During the 100 Deg weather we had problems with our air conditioner. I had asked for a Sears repair man to come out because i have heard from others that the repair technicians they contract with are of very poor quality. The repair man came out a few days later took the cover off of the air conditioner and saw that there was a mouse nest sitting on a ledge. He got all excited called Total Protect and told them. Total Protect told him not to do anything else, he was happy he didn't have to do anything and took my $125. They said the mouse nest was the cause of the problem. he packed up and left! There was no damage to any wires or anything else around the nest. We had two separate companies come out to look at it and they both said it was the coolant not the "compressor" as the technician said. I called Total Protect a few days later and they said our case was closed. I sent a complaint to their support center. three weeks later we get a voice mail asking if anything else needed to be done on the air conditioner. I called back and no one had any idea what was going on. they said nothing is being done on the claim. We ended up paying $400 for coolant to be put in. Going to cancel our policy and will recommend that no on buy this home warranty.

I live in Las Vegas and August is probably the hottest month of the year. The blower motor on my AC went out on the 6th (Tuesday), and here it is a week later and we still don't have AC. HMS was able to get a service provider here and ordered the part in 3 days, but they sent it to the wrong location, so we had to wait until Monday before the part could be picked up and installed. When they got here, they realized that HMS ordered the wrong size motor. I can only imagine this was the cheapest option but it didn't work for my AC.

We bought our house eight months ago and it came with a warranty through HMS. The company's claims process is good and it has worked. Their contractor was fast and did good quality work. They did two things, and both are working well now.

When I bought my house four years ago, HMS was offered during the closing and I've been with them since. It has been fine and submitting a claim is easy to do. The reps and the techs have been very professional. Also, the quality of work was very good. Everything worked.

I've had coverage from TotalProtect for five years now and so far, the techs that have come out were professional. Submitting a claim is okay and easy but getting the work done is the problem. I had a couple of claims recently and they didn't cover the pool light, a motor for my pool and my garage door. I also have a light that's outside under the eave of my house that's not working, and they didn't cover that either. Apparently, they claim that anything outside of the building is not theirs, and they consider the door as outside the building.

I’ve had good experiences with HMS and I would suggest them. It’s something that every homeowner should have as a home warranty program. When I bought my house, I requested for a home warranty and my Realtor was using HMS. Everything is very smooth when I make a service request with them. I usually call to submit my claim rather than do it online because I work from home and my computer screens are limited. But in the beginning, since I had never had a home warranty loan before and I had some questions, I spoke with Sharon.

TotalProtect quickly reviewed our case and reached out to us, increasing the amount approved with the more logical explanation that their data shows that 30% of an A/C installation is not covered per the agreement (removal and disposal of old, new pad, etc.). I do not have data to confirm nor contest this further, I have spent far too many hours, and we have accepted that resolution. I still hope that TotalProtect streamlines their customer service operations, particularly for those clients who live in an area not covered by their service providers. I also regret that our most prompt, constructive response came only after I turned to Consumer Affairs. I have revised my rating a bit, and will stay with TotalProtect with the hope that I am able to award 5 stars after my next experience.

I bought a house in November. The sewage line has been causing us problems since we moved. Filed 2 claims with HMS and after 3 months finally they got someone to come out. After the plumber said the line needed replaced, HMS told the plumbing company no. So now I got a basement full of sewage and a home warranty that won't help. Wouldn't recommend them to anyone.

I required repairs on my garbage disposal soon after purchasing my home as well as the AC unit dying later that same year. I ended up having to pay for a new garbage disposal and paying extra fees for the technician to install the garbage disposal, but I found a better deal on Amazon for half of what they quoted me with free installation.

I got to talk to somebody at TotalProtect to make a claim, which was really nice. But at other times, I talked to people that said they were in Florida, and then they hung up on me. I’ve had a technician come out for my washing machine, and he was great. I dealt with him before at another warranty, which he was out of Richmond. I really liked him. He was a very personable person. And they were able to get the part to fix the washing machine. I had TotalProtect pay for a repair on my furnace before, which was only a couple years old. A gentleman from a different company came out to fix my refrigerator, and he was very personable as well. He was very educated and clean-cut. He was a nice gentleman also.

HMS was a gift for me when I purchased my home. I normally do claims with them online, and they have a nice and easy claims process. When I had a problem with my garbage disposal, HMS sent out a really nice contractor. He was on time and was quick. He did a great job and I haven't had any issues since.

I just bought a house and HMS Home Warranty came with it. I wanted it for the protection of the home. I had some responses back and forth and emails as well with the claims rep, and everything seemed very quick and easy. The interaction and the service provided by the contractors were very good. The dishwasher had an electrical problem and since the repair, it has performed perfectly fine and like it needs to. It was a good experience with HMS and it was worth the money to be able to get the items fixed at an affordable cost.

When we bought the house, HMS Home Warranty was part of it to protect us for the first year. For the most part, submitting a claim was very good. I did it over the phone and the interaction with the claims rep was very positive. The service provided by the contractors and the quality of work were very good except for one experience. The clue card wasn't in the contractor’s deck of cards and he wanted me to do most of the work.

The previous owner of the house we bought had HMS but didn't have it for very long. The warranty came with the home purchase and we continued the remainder of the previous homeowners time then renewed the home warranty when it came time to renew. I never had any issues and HMS seems very competitive compared to other deductible companies in terms of what they offer and the actual things that they cover.

Our HMS warranty came with our closing when we bought our home. Submitting claims online has been good and navigating through their website is easy. However, if I call, the experience is bad. There's a long wait time and nobody answers the phone. Also, I've had good and bad experiences with their contractors. I've had taken a day off work and nobody showed up. But there was a reason for it, like an employee got sick and nobody called me. So, it was okay. My most recent claim was for my refrigerator, and since the contractor came out, everything has been working perfectly.

I also had TotalProtect at a prior house, and I usually call their phone number and submit a claim. But every time I use their website and log in, it would say that the account has been terminated. I’ve tried multiple times to get that fixed, but it won’t be fixed. But I've always had a pleasant experience with their claims reps. Their contractors get the job done and the appliance works perfectly, so I couldn't ask for more. TotalProtect does a fine job.

I had several bad experiences with HMS over the last 5 years capped off with their recent refusal to pay to fix the motherboard on my HVAC unit because an electrical shortage was not "normal wear and tear." How can that not be normal wear & tear? I didn't do anything to cause the damage. So I paid the contractor they dispatched about $500 to replace the motherboard and still the HVAC unit didn't work. So then they tell me it's not the motherboard, it's the fan. HMS then refused to pay for the fan. Said it was collateral damage based on motherboard. Wrong. I checked with HVAC experts and they all said there was no correlation between those two and that HMS was once again weaseling out of paying for it.

Everybody’s been really friendly at HMS. You just call and tell them what you need. They give you a referral and give you the person then the person contacts you or you can contact them, and then they call and let you know when they’re coming. It’s pretty easy. I called for the garbage disposal and there was a microwave. The only concern I had was when I did the garage door. On the inside of the booklet, it says that the garage door opener is a part of it but when the guy came out, looked at it, he said that the replacement of the garage door opener itself was not on there, so I had to do that on my own. But everybody’s been pleasant and efficient. Everything worked out fine each time they’ve come and did things to the house.

I got HMS Home Warranty with the purchase of my home and I’ve had it since June. My air conditioning quit and I called HMS. The contractor they sent was very nice and professional. He was able to fix the AC and everything has been working great.

HMS sent a contractor when my dishwasher had an issue. The person was on time and was helpful. He was kind too. I paid the deductible and there was no issue with that. Everything was fine.

I had TotalProtect for years and after all these years, they dumped me. Other than that, I had no problems whenever I submitted a claim with them. I'd do it through their website or I would call. I had no problem with their online process but I still feel like it's quicker to call. If you call, they set up the repair person to come right away. I also never had a problem with the service or the contractors and their work had been perfect. In fact, everything was fine until 2-10 cancelled my contract. This happened when I had something break down in the house. I called them and they listened up. Then they said I wasn’t part of the membership anymore. So, I asked them why, then they said because TotalProtect felt that there wasn’t enough service contractors in my area. But I never had a problem there. It was a bogus answer and I feel that they felt I used them too much.

We tried to explain that our mom was 86 years old and moving out of her home and we needed to cancel the policy. They refused to do so. She passed away 2 weeks after moving her into a private facility. When we called them again they said they had to have a death certificate since the policy was not in our name. We were very angry. We sent them a copy of the funeral home documents, not good enough. It takes a few weeks for a death certificate. When we sent a copy of the death certificate, still not good enough. We sent a high resolution 8mb file today. Their customer service is horrible. They better refund our last two $49.33 payments!

We had a freezer that went out and we had a lot of meat in there. I submitted a claim with TotalProtect over the phone and I talked to a young man. When I told him what was happening, he said that he would have someone out and it took a few days. When the man came out, he was here for about 30 minutes and he fixed it. He was very nice and so far, the freezer is doing really good.

HMS was a homeowner's thing that they purchased when I bought the house. I've been covered since the very beginning of this year, and I've submitted one claim. I did it over the phone because I didn't know how to do it online. I did try to do one online, but they said I wasn't covered for that service. The HMS claim representatives were great at handling problems. They also set on signing me up because all of my information wasn't in there, so they did that. The technicians were fast. They were on time, and they were able to fix the problem immediately. It was my heating unit and air conditioner.

I'm very satisfied with TotalProtect. I've been using it for about four years now and so far, dealing with their reps has been good. I had to call them not too long ago and in three days, the contractor came out. They had to order a part and fortunately, they found it earlier. They came back the same day and put it in.

We were signed up for HMS Home Warranty for the first year after we bought the house and we’re on our second year. Because of ease, we renewed with them. Also, 2-10 covered everything we needed. So, it was reasonable. Submitting a claim has been a great process. I do it online. It’s how they have us do it and it’s a lot easier to book it that way. Once you put the claim in, they would have somebody out here within a couple of days. Everybody they have sent out has been phenomenal. We had contractors for the washing machine and the electrical. We also had the water softener people out here. I missed the part where my deductible went up by $25 for the second year, but other than that, my experience with 2-10 has been great.

When I bought this house about a year ago, my realtor recommended HMS and I purchased it. Making a claim was easy, but it was questionable because when you're doing your first claim, you don't know the process. It would be preferable to have a one-on-one contact. Nonetheless, the technician came, diagnosed the problem and replaced the whole AC unit outside. It took about a week which wasn't that bad. It all worked out fine and it was a good experience.

We spent several hours on the phone with this company and have 2 of their associates agree/authorize on recorded line that we can get someone else besides the people they send (who did not know what they were doing) to fix our Sub-Zero fridge, stating that it might be less depending on what the guys they sent would have charged. My husband called to let them know who we had fix our fridge and the bill .... Standard answer to give us another runaround. There are no notes we were authorized...My husband requested to talk to a supervisor and gave the person time and date he talked to someone to pull up the recorded phone call.

We switched to this company on a recommendation. After faithfully paying the premiums for three years, we needed to file a claim when our water heater stopped working. First, they told us that we would need to pay out of pocket and get reimbursed--that's not how these things work: they are supposed to pay the provider the balance above our $125 deductible. Then, they told us that the house is not covered because it is a manufactured house over 30 years old, and that they only cover manufactured houses less than ten years old.

We’ve always had a home warranty with another company. But I’ve had issues because they just don’t give you the service they’re supposed to. We had issues one time with an air conditioner in another home and it took three months before they took care of the issue. Then we saw TotalProtect through USAA and they were recommending it. If it was on their website, they should be very good about taking care of their people, so we went with TotalProtect. I call them when we have a claim and I don’t like to do it on the computer because it’s hard. I don’t have a very reliable computer. When I called them, their reps were very good. I explained the problem to them and they took care of it.

We've had HMS since November and it came with the purchase of our home. Recently, I did a claim with HMS because our air conditioner wasn't working right. I did that online and it was a simple process. I had someone come out to the house from HMS. He was very helpful and he knew right away what the problem was. The circuit breaker kept tripping and he said it was an issue with the circuit breaker and not the air conditioner. He wanted me to try that first. I hired someone for the circuit breaker and had the circuit breaker replaced. The AC seems to be working fine now.

We had HMS's services in Maryland for years and it was really beneficial. It saved us a whole lot of money because the house had just turned 15 years old when we moved in. It was right at the time when things started to happen. We had a continuing issue with our air conditioning and there were two or three guys that came at different times. We requested one guy to come back because he really knew his stuff. He was very good. Then, we moved here to North Carolina and we bought a brand new house. We didn't really wanna pay for their insurance with a brand new house, but it's five years old now and we decided to get HMS's coverage again. My wife usually files claims over the phone and the process has been great.

When I noticed our fridge wasn't working I filed a claim and were assigned a pre-certified/pre-screened company that has no website and Yelp reviews with 1/5 stars. We managed to schedule a technician (after 2 days) who came out and said a part needed to be ordered, it would take 2-5 days. We waited 5 business days before we tried contacting them. They scheduled and missed 3 different appointments. Calling HMS they said they'd 'elevate the issue' and we should hear from them by Monday (it has now been 2 weeks without a fridge). We don't hear from them. Call back and are assigned a new company, again no website and also no reviews (it's like they don't exist). They need to reschedule their first appointment and again say a part is needed, but is extremely vague on how that will go down and who will install. It has been 3 weeks without a fridge and am fairly certain it'll be at least 1 more before it gets fixed (based on the past 3 weeks).

Submitting a claim to HMS Home Warranty has been simple and easy. I put the claim in and it takes two seconds. I open the link out and they do all the legwork as far as finding whoever is gonna come and fix whatever is broken. Then, the company calls me, lets me know and sets up a time, so we can get an appointment going. The interaction and service provided by the contractors have been good as well as the experience I've had with 2-10.

When we bought the house, we bought the HMS warranty with it. I have submitted two claims. It was over the phone, and the claim representatives were very kind. The technician had mud and he went into my house to the other. I was furious. He knew his shoes was dirty. It was raining mad outside and it was bad. But other than that, I’m very thankful that HMS covered the claim.

The kitchen sink was stopped up and when I submitted claim with HMS, they got it all taken care of. The service I got was very good. In fact, HMS usually takes care of me. But there's one man that’s not very good and I don’t get anywhere at all with him, so I usually call back and get someone else. I do understand that it's hard finding good help.

I submitted a claim to HMS Home Warranty for air conditioner repair on a Friday afternoon. Their service provider is only open during the week, so I had to wait all weekend to get a callback. The AC company has been fantastic and got to my house as soon as possible. But the needed part was expensive so I am getting the wraparound from HMS. It has been 6 days since I made the claim, and have now been told it could be an additional week or more to get the part, when I was told by the AC company they could get the part the first day! My house has been 90+ degrees for a week! I would not recommend HMS!

Short review: You will never get anything out of your policy as you will never be able to navigate an intricate web of insurance providers, service companies, and subcontracted call centers who all re-direct you and no one will actually take care of your claim. We purchased an existing house and purchased a 1 year appliance warranty through our real estate agent. We tried to make two claims during the first year.

I have been a Total Protect customer for several years. My renewal date was 08/05/2017. On June 30th my unit stopped cooling. We placed a claim that same day. We were assigned a service order number and assigned a service provider. They showed up on Tuesday and reported back to Total Protect. We were then assigned to a different service provider (Augusta Air Solutions). We called several times and were finally told that they would be out on Friday 07/05 by 4:00 pm (we still living in a hotel). Augusta Air did not show up on Friday and they did not call. I called Total Protect on Saturday morning and they were going to reassign my service request. The new service company could not come until Monday (still at a hotel). Total protect called and said they were on the way. They showed up after 2:00 pm. He assessed the unit and sent his report to Total Protect. They provided me with an approval that showed that we would owe $1175 in non-covered charges. Augusta Air came to our home and picked up a check on Sunday, July 7th. They were to order the parts and call me when they were ready to schedule. They called on Monday stating that I had put a hold on the check (only accept cash or check). I told them to come back to town and they could present the check at our bank. The person trying to cash the check could not do it because she was not on the account. My husband went to the bank and gave them the payment in cash. They were going to order the parts and should have us repaired by Wednesday, July 10. They didn't call and they didn't come. I am in constant contact with Total Protect by this time. They contacted Augusta Air and the company called me. They stated that they had to order additional parts and they should be in by Thursday and they would come and do the repair. I am at this point calling Total Protect everyday, sometimes several times a day. I received a text from Augusta Air stating that it had rained in Augusta,GA and they were playing catch up and as soon as they were done they would come and repair my unit. I let them know that we did not receive any rain only heat. They did not show up on Thursday or Friday. I was told that the parts didn't come in. Total Protect states the parts were ordered on 07/10. We are invested ($1175)in this company at this point. Total Protect customer service supervisors do not return calls(requested by me). We are now at 07/13. I called the service provider and Total Protect everyday trying to get resolution. On July 20th, I called a local HVAC company. They came out on Saturday, 07/20. The compressor was frozen? We needed a new unit. A representative came to our house on Sunday, 07/21. We finalized the details on Tuesday and the unit was installed on 07/24. I sent a certified letter to Augusta Air Solutions. According to the post office, the letter is still waiting for them to sign and pick up. They do not answer the phone at their business or the technician's phone. The service provider could not have been properly vetted. I didn't have any issues with getting my dryer repaired. Total Protect should reimburse us for the replacement unit since they failed to provide the agreed upon service.

My dryer wasn’t making any heat and the contractor who came out fixed that in one visit. He was professional. I’m satisfied with HMS. It's just that the cost has gone up dramatically and it looks three times as much now as what it was, and I’m not sure that it needs to have increased. All things get more expensive, but I’m not sure it needs to be quite as expensive.

We made a claim with HMS Home Warranty for our garbage disposal. The repair guy came in and he explained to me what he was doing to the garbage disposal. He fixed some loose parts on it so it was quite simple. The guy was quiet but I began a conversation with him and he loosened up real good in the end. Now, the disposal is working properly. That's what we wanted and to make sure that there are no leaks. I would recommend HMS Home Warranty.

HMS Home Warranty came with the house when I purchased it. I’ve had coverage from them for three months and when I filed a claim, the process was good. The reps were very helpful and it was timely. I'm having trouble getting the issue resolved, but that’s the service provider. They’ve been out twice and now, they're coming out the third time. I had to file a new one because it is past 14 days. They fixed part of the problem but we're still having a problem.

Our A/C unit died after 10 months of our home purchase (only 3-4 months of usage). HMS sent out a technician that claimed the unit was tampered with (we didn't touch it) and therefore, denied the claim. Also, we found that when the technician left, our thermostat was completely turned off so the heat is also inoperable. I've always been leery of extended warranties offered by third parties and this is exactly why. Now we are stuck with a deductible for the service call AND have to replace the entire unit. We're trying to escalate the situation (again, we did not tamper with the unit) and are now getting the run around. I wish I could give less than 1-star. Completely worthless!

Had to file several claims on refrigerator. After 3rd claim they finally agreed to replace but would only replace with a refrigerator that would not fit in my kitchen. They did payout but not enough money to cover new fridge. Their customer service is the most frustrating and non-helpful I have ever talked to. My current claim is for a pool pump. The claim is over a week old. The website says “Great News! You’re authorized for a replacement”. It has said that for days. I call this afternoon & I’m told I’m Not authorized.

If I could rate this company zero stars I would. I have received no help resolving an issue with a claim that is now three weeks old. Every time I speak with someone new the situation changes and now I am left with “the only option” which was never discussed with me previously. The customer service is less than stellar and I’ve had to demand callbacks. I am told that if I want a second opinion I have to pay if the technicians report doesn’t change. After over 2 hours in the phone today and multiple calls over the past three weeks this is the response!

LAST SAT. AUGUST 3, 2019 WE HAD A PIPE IN OUR LAUNDRY AREA BURST.WE HAD TO SHUT OFF THE WATER BECAUSE OF IT.BECAUSE IT WAS SAT THEY SAID THERE WAS NO ONE TO FIX IT BECAUSE THEY DONT WORK THE WEEKENDS. WE STAYED WITH FRIENDS ON THE WEEKEND AND CALLED THEM MONDAY AND STILL NO LUCK. WE CALLED AGAIN ON TUESDAY AND THEY SAID THIS WAS CONSIDERED AN EMERGENCY AND THEY WHERE GOING TO GET SOMEONE TODAY BUT HERE IT IS TUESDAY AUGUST 6 AND THEY STILL HAVENT HELPED US.WE WERE JACKED AROUND WITH SO MANY PEOPLE 6 TO BE EXACT AND THEY TOLD US THEY WOULD E-MAIL US IF THEY FOUND SOMEONE. WE HAD TO FIND A PULMBER ON OUR OWN TO FIX THIS PROBLEM. I WILL NEVER RECOMMEND THIS SERVICE TO ANYONE EVER. YOU DONT HAVE A CLUE HOW TO TREAT YOUR CUSTOMERS...

I just bought my home about three years ago, so when we bought the house, my Realtor and the previous owners bought me a warranty because it's an older home. On our second year, we weren’t able to get it, so we had been talking about getting it again. Then, we got the letter in the mail from my bank and found out about TotalProtect Home Warranty. I read a lot of good reviews and then I went through with the purchase. When I had to submit a claim, I thought to go online but it was like a disaster of me trying to go in and submit a claim through the online portal. I attempted to do it three times. Then, I called and I got hung up on twice. The third representative that I finally got was the best, like I realized I hadn’t had to do anything. She found the company, set it up, and she got them out the next day. I was really impressed with that. So, it kinda made up for it.

Submitting claims to HMS Home Warranty has been very easy thus far. I usually make my submissions online but then when I do it with their reps, they have been very professional and knowledgeable. They help me and so far, we've had good experiences with this company. One time, we submitted a claim and something didn't get done completely. As soon as HMS' contractor found out what happened, they came back and took care of us right away.

I would certainly recommend TotalProtect. Filing a claim online was easy enough. The only thing is it put me in a position to call the contractor which I kinda wasn’t expecting and I didn’t understand I needed to call. Other than that, everything was fine. The contractor took care of everything. They came much quicker than I expected and resolved the problem. I couldn’t be more pleased.

Online service request claims have been very straightforward. Responses have been excellent. The contractors that HMS sent have been outstanding. When the AC upstairs wasn’t working, they sent someone out. And immediately, a company called, made an appointment, came the next morning, saw that the wire to the condenser was burnt, replaced it, and everything was good. The last one, about a water sewer line in the yard, turned out to be not within the warranty scope.

I wanted a home warranty for unforeseen circumstances and it is not much to be on the safer side. You have to think like that for your house and just for safety, I acquired it. Once I call, HMS Home Warranty would pick it up and I would submit my claim with any of the customer service persons. They would give me the phone number to follow up. I'm okay with most of the contractors and the experience with HMS was very satisfactory. They keep to their promises and I have no reason to get out of the contract. Everything is fine and I'm happy with it. I've known about them about six years ago since I've been working with my company and everything seems to be okay.

I had plumbing problems on Saturday. I filed the claim with TotalProtect yesterday and they said the plumber will be here today between 9 and 1 o'clock. I received a call this morning from a plumber, and they're supposed to call me when they're within half an hour of the arrival. When filing a claim with TotalProtect, I like to talk to someone but they refer me to a mobile deal, the link that it sends when I call. It'll ask me an option of texting a link. I tried to avoid it the first time, but since no one ever answered the phone, I went ahead and used the link. The link seemed to be pretty efficient.

Do NOT waste your money.We had a burst pipe in the basement, they sent someone out who told us it was not the plumbing but rain coming in from somewhere. Three days later I found the leak and we called back to get someone to come back to fix it. It took 3 weeks for someone to come out. Once they did the new plumber had to submit a report and he would be back in a few days when it was approved. HMS denied the claim and when I disputed the claim no one ever called back, we had to track someone down. After talking to the company and the plumber it turns out that they lied about what the plumber reported so they wouldn't have to pay for the repairs. This is a horrible company that doesn't care about their customers.

I've been with Cross Country for so long and so far, they've been good to me and my wife. They do good on the phone. I call them in, they jump on it and they send somebody whenever they get a chance. The problem I have now is I have a refrigerator and the contractor has come out three times. The refrigerator keeps leaking water. They’ve repaired two times, and it keeps doing the same thing. The water leaks and it's gonna be a trip hazard. I don't want my wife and I to slip down them. It ain’t like we’re old people and it ain’t like we are young people either.

HMS Home Warranty came with the purchase of our home and I’ve been with them for about two years. Our HVAC wasn’t working and we filed a claim three weeks ago. It took two days to get a contractor out. They were great and they were thorough in explaining what was going on. It took two or three days to get the HVAC fixed since they had to come back and do some things. Everything has been great so far with HMS.

I heard about TotalProtect from the bank and I wanted it just because I might need it someday. When submitting a claim, I just call on the phone and they do all the rest. The interaction and service provided by the contractors have been good so far although I’ve had a couple of bad experiences. One company that was sent out didn’t do very good work but TotalProtect covered it and sent somebody else and that was all good. The contractor I had lately did good work. I’ve had TotalProtect for 10 years since I heard about them and I would recommend it to friends.

My air conditioner was just blowing out warm air and so I filed a claim online to HMS. The contractor came right away. He was very informative, let me know everything that was happening, and I had no issues. It was great. It didn't take him long.

I like TotalProtect. I switched to them after someone, who already had them, recommended them to me because I wasn’t satisfied with the way I was being treated by the other company that I had. They acted like they didn't care and i didn't like the way that I was treated on the phone. At TotalProtect, everybody is always pleasant and listens to what I have to say. I have an accent and I’m older. Sometimes I get mixed up in what I wanna say. But everybody has been kind, understanding and very polite.

We were having trouble with the air conditioner. It was installed in 1997 and it’s about lived out its life. The first technician that HMS sent screwed it up and put too much Freon in the system where it wouldn’t cool. Another technician came out, pulled Freon off it, and it worked. But the house still got up to 79 degrees as it was a hot spell, 101 days of temperatures. They said the unit was still working and because of that, it couldn't be replaced. The wife has COPD, she needs it cool. I put another unit on the porch which had never been air conditioned and that seems to be feeding cold air through the door that we leave open. So, the wife’s comfortable. A warning to whoever takes HMS out, they must remember that the technician comes to represent the company, not HMS. Everybody else was just nice as they could be.

I didn't know of a good home warranty, and so I asked my realtor to pick one and she chose HMS. I've had it since March and when I made a claim, it was great. Our garage door opener stopped working, and I called and didn't even have to talk to anyone. I just submitted it online, and they called me back right away and had Sears come out. Sears came out the very next day and replaced it, and there were no issues at all. The tech was very professional.