Cinch Home Services Reviews

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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 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.

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 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.

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.

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 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.

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.

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!

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 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.

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 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.

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 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.

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.

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).

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.

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.

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.

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.

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.

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.

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.

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.

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 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.

I’ve been with HMS Home Warranty for two years and I usually submit claims over the phone. The claims reps have done an excellent job. However, HMS went up significantly on their rate this year. I've had some good experience with their technicians, so I thought I'd try it one more time before I checked around and see what other kind of pricing I could get.

Most recently, I had a claim with HMS for the air conditioning unit and another one for a refrigerator issue. The refrigerator issue was absolutely fine. The fellow came right away and took care of the little problem I had. But the situation with the air conditioner is still lingering. They balk at what a full repair would be, one with a sealing element for our air conditioner. But our air conditioner’s still sub-optimized in terms of its performance. They came out multiple times to diagnose the issue and make some correction. They put in more Freon, sealed the system inside because there was a leak, but this is an aging system, and I know it’s gonna fail again.

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.

When I was living in my other house, we had TotalProtect. So when we moved to our new home, we just continued it with both home. And then we had some rental properties, and we added it for them. Most recently, I had two claims altogether. One was last fall, and it was about a faucet in my Jacuzzi that just came off, and it was leaking. So, they sent someone out, and he said, “Well, this is plastic. I need to put metal in here, and then I’ll call back with it. But this should work for now.” I told him I don’t use it in the winter, but I need it in the spring. He never came back. And the first time I used it, the plastic came off. And TotalProtect said it was out of warranty, so I had to take care of it myself even though the claim has never reached fruition because the contractor knew that he hadn’t fixed it permanently. But it was still past six months, which is their time for one claim warranty. So, we had to start over.

TotalProtect had the best program and I’ve had them for about 11 years. I prefer submitting a claim over the phone and the experience has been wonderful. For the most part, the interactions with the reps have been perfect but I hate their automated service and I told them that. I like to speak to the agents. They’re very good. I've never had a problem with TotalProtect but I had a problem recently with a service. The technician was a very good kid but I didn’t care for the HVAC company. Nevertheless, it was not TotalProtect’s problem and it was not their fault at all. I love the program. It’s fantastic and I recommend TotalProtect highly.

I’ve been with TotalProtect for a very long time and have had a very good experience when submitting claims. I have done it over the phone and I’ve interacted with their claims representatives. They are very good. I’ve also done it online but I was disappointed with that experience because in the last report that I made, I got no answer. I had to follow up and call in.

The HMS online claim process was very straightforward. The contractors that came out were very responsible, on time, and looked very professional. Their quality of work was very good. My only complaint would be that during the air conditioner repair, they were required two visits and the second visit was 10 days after the first one. They could have done that in a more timely manner. But it's not HMS's fault, it's the way it is.

The last claim that I had to do with HMS I was a little upset with it because I lost my AC unit, and the way they talk to me on the phone, I had to wait for almost a week before I was gonna get my AC repaired until I told them I had a little one in the house, then they changed their mind real fast. It was pretty sad that I had to let them know that I had a little in the house. My husband also said that the contractors did not put back a piece that was on the AC unit like they found it. But other than that, they did pretty good. Everything is working fine. I recommend 2-10.

The thought of not having to worry about major expenses in the first year was really attractive, so I opted for a home warranty. And the first year that I did the warranty with HMS was really excellent. Submitting claims has been super easy and the folks were really responsive. In the second year, it's a little bit harder because they changed the process. Now, they’re not making the appointment for the customer. And even when they were making the appointment for me, sometimes it was an invalid appointment, so that was a little difficult. Otherwise, my experience has been excellent. The reps' friendliness is a huge seller for me. Everyone that I’ve talked to were super nice. They listen, and if they don’t understand, they take the time to work towards understanding.

I make a phone call when I submit a claim to TotalProtect. So far, my experience with their reps has been pretty good. Most of my questions have been answered. However, we had this air conditioner installed in June and I’m still waiting for an inspection. It’s been six weeks since the air conditioner was put in and I’m still waiting for some breakers and they tell us they’re gonna be there on a certain day but they don’t come up. And I gotta take time out and I call them and now, they’re supposed to come up this morning. It’s still early yet but I’m not counting my chickens that they’re gonna be here. I would really like to get the system inspected because both my husband and I have been taking turns taking time out of work and they don’t show up and it’s one thing after another. It's not really TotalProtect as they can't really do anything but I’m just surprised that TotalProtect went with such a substandard company.

When I got TotalProtect, I was looking for coverage that also included my air conditioner. I've been with them for 12 years and so far, I’ve been well pleased. I usually submit claims on the phone and their reps have been extremely helpful and very polite. Today I'm waiting for a guy to come back, as he had to order a part for our garage door. It will be his third time coming back, but I feel that he is trying to eliminate everything before the opener would have to be replaced and I think he’s doing a good job. However, my rates for whenever I have someone come out to the house went up to $125 from $75, and I was shocked by that. But overall, they do a really good job. We tell other people about them especially when others talk about another home protection.

Eventually a supervisor did call me to hammer out the issues I was having. I had to call back multiple times as well. I still have a sour taste in my mouth regarding the whole experience, but I'm where I needed to be and have added a star to show that.

Be very careful...this company is a Sub Agent of Sears Home Warranty. Both Sears, and Cross Country Home Services are ripping people off. There is no way to actually talk to someone who can help you, because you get caught in a loop of customer service agents all over, who really don't know what the company does.. I have been told several times that the parts for my washer are unavailable. I was told by Sears, that I would get a new washer. But wait...Cross Country Home Services now says, no, they must search for parts AGAIN, because Sears said they can't find the parts, Cross Country Home Services says they will look. I was told there are no parts from Whirlpool until October! This is why Sears told Cross Country to give me a new washer.

We've been paying the monthly charges for about 8 years knowing the HVAC hose need to be replaced eventually. It went out 8 days ago 106 degrees. They did their part and got a contractor out. They've agreed to replace the unit however the out of pocket id to be $3,400 due to the "extra work". As a contractor I can tell you the list of work that needs to be done is just about like charging someone just because you can. Here's the list... Access $250, Reclaim $200, Disposal $150, Electrical modifications $250, Code upgrades $150, Permit $350, Duct modifications $500, Other related charges $200, Modifications $250, Code upgrades $400, Other related charges $300, Line set modifications $400.

Why is Total Protect being recommended at all? It has 287 complaints in the last 12 months,cease and desist orders in Nevada 10/31/2017, California 8/20/18,and Nevada 2/25/2018. And the owner has a public record of repeated unethical business practices with multiple business that have been shut down for their work ethics and practices.

When I filed my air conditioning claim to HMS, everything was done over the phone. I didn't have to put in any additional information or go through a lot of process. They recognized my number which I gave them with the address of my home. The process was simple. They just asked me what I was calling about. I told them through automated system so they emailed me the person and the timeframe that he was coming. He came even though he had a lot of other people at the end of the day. He said that the relay switch on my unit stopped working and that it was cheap stuff so he changed it out. I was very satisfied.

I heard that HMS is a good insurance company so I went with them. I do claims online and it's quite easy and fairly simple. However, it's hit and miss with the contractors. I did two claims and for the first one, we were scheduled to have a repair that day and the contractor didn't arrive. There was some problem with his truck. But the second one was okay. It was on time. It was for a fridge where the ice dispenser got stuck. The crusher didn't work and there was no water coming out of the waster dispenser. The bottom thing had to be replaced and it now works great after the repair. I like the experience. The work done is good. I'm satisfied on the work they did, the time being there, and setting up the schedule.

I had a protection company before TotalProtect which technically TotalProtect owns and I changed over to TotalProtect. I recommend TotalProtect to anyone who owns a home. I had Sears come out first for the dishwasher and that was amazing. I had Sears come out before and they have been top-notch. I also had A & W Plumbing and Matt was really great. He gave a lot of information and the quality of work was really good.

When I talked to the TotalProtect agent, they were really nice. My interactions with their rep were pretty good when I called to submit my claim. The technicians explained what was wrong and what they had to do, so it was good. I’m satisfied with the work they performed.

I like to be able to call someone with HMS and think it’s gonna be fixed. The most recent was the ice maker on our refrigerator. It had gotten really slow and then just quit working. The contractor who came out was fantastic, prompt, kind, friendly, and very professional at the same time. He fixed it. He had what he needed when he came.

When I was buying a house, one of the requirements was for the owner to have a home warranty service for a year, and the lady got HMS. This is my first experience at using a home warranty service. I had a leak underneath my sink where the pipes needed to be fixed. As it turned out, the pipes were not up to code. I asked the guy that came here if he could upgrade to code but he said they were here only to stop the leak. And so, I was disappointed in that. I was also disappointed in the deductible. I had to pay $100 upfront, and probably, I paid for most of the plumber. The guy fixed the leak, but I still have to pay for someone to come in and put me up to code.

HMS Home Warranty came with the home and that was recommended by the Realtor. Submitting a claim with them has been easy. I do it online and their site is easy to navigate. We've had the warranty for seven years, and we've had positive interactions with their reps and the contractors that they've sent.

I’ve been with TotalProtect for four years and recently, we had some problems with our air conditioning unit, and I called it in. It would have been about two weeks since then and they don’t have anybody in this area who works on air conditioners. They told me I've got to find somebody who will work with them. The contractor has to come, check the AC, call TotalProtect and get approval. It’s hard to find people out there. These self-employed guys are not gonna work through them. I had a call on a refrigerator just before that and it was fine. They took care of that one and there wasn’t any problem with that. We also had a dryer worked on a couple of years ago and it went fine too. With what little bit I've done with TotalProtect, the experience has been okay. It’s just that they don't have anybody around within a reasonable amount of distance from here to work on air conditioners.

I’ve had TotalProtect Home Warranty for a long time. I submit claims speaking to a rep which has been easy and the reps have been good and thorough. The last technician we had was very professional. I like that company. They got back with me in a short period of time and they kept me informed throughout the process. It has been good so far.

We have been extremely unsatisfied with this company. Since moving into our new home, our air-conditioning and refrigerator have gone out. The warranty company has talked with us but has not resolved these issues, if not just made them worse. We cannot be more unhappy. Shortly, we do not recommend this company and advise others to avoid them.

Updated on 08/01/2019: After posting on this website about waiting now 16 days for AC repair, miraculously HMS contacted me. What a joke! I did just as I was instructed to do and had my service repair person call them and HMS gave them the runaround. They said they did not have all the information needed. It was the service repair people who spoke to them the first time around and told them exactly what it needed and the cost. They stated they did not have that information. How did they get a work order and know it needed to be replaced if they hadn’t spoken to them??? I will now be contacting the Better Business Bureau. My patience has run out and yes it’s still 90 degrees outside. PS you can ask for the customer service person you're speaking to so you can continue to deal with the same person and not have to tell the whole story again, but they will tell you that you will never speak to the same person twice! Beyond frustrated!

It has now been a month of trying to resolve a home warranty issue with my washing machine. On or around Wednesday, July 3 I called and filed a warranty issue claim with HMS regarding my clothes washing machine not functioning properly. No return call, due to the holiday I presume. So by the following Monday, July 8 I called to follow up. The first service provider did not work out. The second service provider referred came out on Wednesday, July 10th and indicated a part needed to be ordered. One week later (Wednesday, July 17th) the service provider returned replaced the part and then indicated the machine was not repairable and that I would receive a call from the warranty company (HMS) regarding a replacement washing machine.

I’ve always had a great experience with TotalProtect. Normally, I do my claims online but the last time, I did it over the phone and I like doing it through the website better. The contractors have always been awesome. They’ve always completed the task and I haven't had any problems. I’ve referred people to TotalProtect.

I used to have another company and they didn’t cover. I went with TotalProtect and their claims process is worth it so far for me. The contractors are friendly and they have taken care of the problems they've been sent out for.

I had two appliances that needed replaced in June. My washer and Dishwasher. Total Protect screwed us around about the cheap replacement for my Dishwasher and they also promised me that they were sending me the buyout check and I just found out it was rejected because the Technician kept the parts. HORRIBLE COMPANY!!! DO NOT DO BUSINESS with Total Protect.!

Updated on 8/11/2019: They have facilitated a number of repairs in our home including dishwasher, ice maker, oven, and washing machine.

In early June 2019 we put in a service call to Total Protect regarding our double oven wall unit.

We contacted our warranty company about our upstairs AC unit not working. They had a tech come out from Sears on Monday 7/22/19. They said it was a wire to the compressor that needed to be fixed and he fixed it. It did not resolve the issue. We called the warranty company back and they sent out another tech, this time from Oak Point Heating and Air the next day. They said it was the motor that needed to be replaced and needed to order the part which wouldn't be there until earliest 7/26/19. We have since been given the run around by both the warranty company and the service co. about not getting the paperwork. Latest update is they have the paperwork but it's not complete. They need to know why the compressor and motor failed (i didn't know we now also needed a compressor) or they can't approve to get if fixed. Meanwhile today's high is 98 with heat index well over 100. This is unacceptable.

If I didn't have to leave a star I wouldn't! PLEASE do yourself a favor and run from this company. They are an absolute NIGHTMARE to work with. The agents suck with communication and never know what they're doing. They tell you "it's covered" and months later you get a phone call from companies that did the work saying you owe them $200+ that the warranty didn't pay. The warranty has been no help but with causing you stress.

I usually call the company up to file a claim and that part works really well. My interactions with the customer service representatives are really good. But Cross Country is about the same as my previous provider. The problems we ran into are the same ones. It’s always a two-visit deal. Even though I tell them what the problem is and I know what it’s gonna take to fix it, the person who comes out says that they would have to look at it first and see what they would need then they wouldn't have it on their truck.

We wanted a warranty for our appliances and our AC and TotalProtect had better coverage than the other providers. We've made a claim for our stove and we had a good experience on that. We submitted it over the phone and the reps were very professional. The contractor was out within 24 hours and it all went well.

I’ve been with TotalProtect Home Warranty for five plus years and my experience with them has been good so far. But I have a problem with the maintenance people keeping their appointments. When they set up an appointment for a whole day, like 8:00 to 5:00, they don’t show up or call after I sit at home all day long, and that creates a problem for me. Recently, I had a claim for a clothes dryer. It would decide to work when you’re not ready and it would always stop when you needed it. I had to call TotalProtect back once because the contractors didn’t show up or call. I also spent the whole day sitting at home waiting for them to show after they told me they were gonna be there.

I’ve been in real estate since 2005. Once I bought my first house in 2001, I started renting it out in 2004. That’s when I knew I had to have a warranty company. I’ve been with other warranty companies and it was the pricing which was the reason I left them. I switched over to TotalProtect a few years ago but now, I’m starting to see the light and I don’t know if I should continue. I’m a little frustrated and discouraged with what’s going on with two of my properties. Do I wanna just go ahead and pay a little bit more and not have to worry about the rigmarole and denial of claims and all of that? That part is a little disheartening right now.

There was a malfunction in our oven. I went online to submit a claim to TotalProtect. It was very simple. The contractor did a great job as well. He was very professional and prompt. He was able to do it right away. I’ve been using TotalProtect for 12 years and I’ve been satisfied with them.

Going on day 8 of no AC in Arizona. 103 to 109 degrees out! I’ve had not 1 call from Cross Country. I’ve had to call them every day, every day some new note. Asked to speak with a manager, was told I would get a call and nothing. Was told I’d get an email! Nothing! It’s a matter of one's health! And I have animals. Their lack of urgency is beyond care????

Submitting a claim to TotalProtect was very simple. I enjoyed the fact that I could just go online and it knew the home based on address and last name. It was able to give me options for what my claim would be regarding. But I was a little disappointed it didn't give me an ability to describe in detail the issue, but it was super simple. Within a very quick time, I received a person or who the vendor that they were gonna be referring this to and gave me the permission to call the vendor.

We've had TotalProtect on the house for 30 years and we have never had a problem with submitting claims. They've always taken care of us in a very timely manner. The reps have been fine as well. They've never given me any problems.

I have been without AC for almost 5 weeks. I finally got connected with an HVAC company that was reliable and knowledgeable. Air handler was approved and the parts never came!! Now I’m out $1900 for a repair and expect a reimbursement. I was even told by customer service to pick up the parts from a center 2.5 hours away from my home!! Who asks a customer to do such a thing?!? My son and I have asthma and this has been very unhealthy (was sick once with bronchitis) due to no AC and was told to “let this play out over the next few weeks to see if we can reimburse what you had to pay out of pocket.” What are you going to do Cross Country to make this right??

I’ve had TotalProtect for so long and I usually call them when I file a claim. The reps are all really good and nice. The technicians have also been really good and they took care of things like they were supposed to. However, I was a little upset with the guy with the stove. My stove is 33 years old and he said he didn't know if they could find a part for it. He had a part in the car and when he brought it in, it didn’t fit. I asked him what were we gonna do and he said they'd find a part. I told him that with the stove's age, it would be better for them to give me a new stove but he said they couldn't do that. I told him that's what my contract says, that if they told me they would fix it and they could not fix it, then I would get a new stove. But he insisted and I had to sit for two weeks without a stove. They did finally find a part, but it was kinda disgusting to me that they would leave me to sit for two weeks without a stove.

I've been with TotalProtect fo 18 years. I usually call them to submit claims and they give me a claim number. In no more than 48 hours, a contractor would reach out to me. Their contractors have been pretty good.

Our air conditioner broke down and I put I a claim on June 23rd. It’s over a month now and despite numerous calls we are not getting service. One independent technician came from Mechanical Heating and Air Conditioning 192 Dixwell Ave, New Haven, CT 06511, took the $100 deductible, said that they will put in a claim and did not show up after that. I made over 20 calls, either it went to voicemail or someone picked up and I was promised a call within the hour but no one would call.

We have had to place two claims with HMS. Both have yet to be resolved because we get the runaround from HMS. They never conduct follow ups with their customers to verify that their issues have been addressed. The pressure regulating valve in our basement is leaking and they contracted a company to come out for the initial assessment. We had to pay 100 dollars for the initial assessment and the company verified that the valve was cracked and needed to be replaced. The man said that he has to go to his office and write back to HMS with the details of the problem and wait for HMS to approve or disapprove our claim.

Avoid this company at all costs. We bought a home last month and the AC was not working correctly. Took them 8 days to deny claim due to “pre-existing” conditions. Took them 4 more days in the middle of summer to deny our appeal. We provided inspection report showing it was not pre-existing. They said it was not but still denied us for “lack of maintenance”. How could we maintain a unit in a home we did not own? The “technician” they sent out was there for 10 minutes, most of which was spent trying to sell us a new $10,000 unit. What an absolute scam.

I've had my TotalProtect Home Warranty for 20 years. It's convenient and gives peace of mind to know that if something goes wrong, I'm covered. Thus far, my experience has been okay. Some of their contractors are good, while some are not. I called TotalProtect a week ago to check the AC and their contractor came after three days. He just listened to my AC a little bit like it was music and said, "It's okay, it's okay." He charged me my 125 deductible and that was it. Another time, when my washing machine was broken, they replaced it. They didn't give me 2,000 to get the latest model, but they give me a fair amount. With what they gave, I got a good washing machine.

I called TotalProtect about a water leak in my front yard and set up an appointment using their automated system. I was then given the information of the contractor, but they never returned my call. So, I called TotalProtect back, and I was able to speak to a representative who took care of the situation within a day. It was quick and awesome. And then, everything went perfectly. The guy was here within the time he said he was gonna be here. He was very professional, and he resolved my issue. It turned out that it wasn’t really my leak and it was my neighbor’s.

It was more convenient for me to purchase TotalProtect through my mortgage and I got it when I purchased a home about 10 years ago. I’ve always had a good experience when submitting a claim. In the last claim I had, I talked to the computer but that was fine because they gave me the information that I needed. Before that, the person that I spoke to was very nice. I never had any problems and it was always pleasant speaking with the reps. They helped me.

At no time was I informed at the time of service (other than my deductible), that I would need to pay additional fees to get the job completed and at no time was I contacted regarding this. Terrible communication and when explained to the customer service person all I get is an apology saying they are sorry they didn't inform me. This is definitely not a way to run a business. I am not the only one this has happened to as the person whose service was to be done today and cancelled was because he was not told about the extra monies needed to complete the job. You need better communication with your customers. To have surprise fees set upon them at the time of service and not knowing about it is just bad service.

When we purchased our house last fall, the seller told us he was purchasing a warranty through HSA Home Warranty. We found out after signing that he had gone with HMS instead. And everything about this company has been difficult, starting with the fact that our name was misspelled in their system, so we couldn't look up our policy.

I usually do my claims with TotalProtect on the phone or on the iPad and it's been smooth. I’ve got an older house and I’ve probably filed a lot of claims. TotalProtect has been really good overall. They have saved us a lot of money over the years and I’ve recommended them to people already.

TotalProtect's claims process hasn't been kind to me. We had some major damage to our home on Memorial Day weekend of 2017, and because it was a Memorial Day weekend, we couldn't use the regular process. We had to get a plumber out to get the water stopped. We had about $18,000 of damage to our home because of the water but TotalProtect didn’t reimburse me for the plumbing because I didn't use their plumber. I used a plumber from my home insurance, and thought I would be reimbursed, but I never was. It was disappointing. During that same incident, I also had a claim for my dishwasher. It was a $100 deductible, which was great. We were hoping that they would replace it, but they didn't. Their contractor repaired it and it worked.

I filed a claim with HMS Warranty on 7/2/19 on our electric main panel, we are only receiving power from one leg. We are not receiving power in certain areas of our house, along with our Central AC unit. The claim was immediately processed and I was given the preferred service provider to contact to come out and set up an appointment. The provider's name was Arc Electric. It was late in the evening when I called so I assumed I would not hear back until the next day. I waited until early afternoon on 7/3 and decided to call back, still no answer so I left another message. The next day was the 4th of July so I assumed that I would not hear back.

Received a HMS Home Warranty from seller. 2 months after moving in, oven would stop heating. Called to start claim, initially technician called right back to tell me he'd call me back to set up appt. By 2nd day with no call, I called HMS who called the technician, who then surprise set appt for later that day. He came and asked me to turn on oven, which immediately worried me - shouldn't he know at least how to turn on the oven? After 15 minutes he diagnosed problem and said he had to order part and I had to pay him the $100 deductible. Said should get part within a day or two and he could come back that Saturday and install. He'd call me. Never got a call. Monday called technician, had to leave a text message. No callback. Called several hours later, left another text message. He did call back and said he would check on the status of part and call me back. Day ended with no call. Next day, Tuesday called HMS to complain.

I only put 1 star because I had to. They don’t even deserve that! Our ac motor went out in July (hottest month of the year of course). 4 weeks later we still have no ac! I’ve called almost every other day trying to babysit this stupid company, trying to track down parts, (apparently they have someone in China making them on request or at least that’s what it felt like because how long this is taking) my husband called this Monday to check on parts. Everything was finally supposed to arrive to the provider on Tues. Wednesday, still no parts! I have asked them to reimburse the cost of renting an ac unit because with small children we have to do something. They won’t. How can a company keep a family out of ac for a whole month and have no recourse whatsoever?! They could technically keep “delaying" this till winter and it’s not their problem they say! This company needs to be put out of business!

I have been waiting for over 3 weeks for our AC unit to be repaired in over 100’ heat. HMS states the parts are lost and they are investigating. They refuse to give me a time frame for resolution and will not order new parts to get this fixed. My three year old and rest of my family are so disappointed in their complete lack of competency. Complete runaround every time I call.

We call TotalProtect to submit claims and our interactions with their reps are always good. I'm very, very satisfied with my experience.

I went with a home warranty because I'm older and I'm disabled, and I can't do the jobs myself. So, somebody is gonna have to do it. My mortgage provider recommended TotalProtect. Filing a claim is not that easy though. You gotta go through a lot of red tape. You have to go through that recording. I had a problem with the plumbing out here and it took him nine days to get here. He had to put a new valve in the toilet. And then, now, it's leaking and so I've called in and I'm waiting another five days for him to respond. But the contractor has been excellent.

I had been a customer of TotalProtect Home Warranty for almost 10-years. I had noticed that their quality of service was declining over the past few years. I was on a plan where they deducted their fee from my checking account each month on the 23rd. When reconciling my checking account for June 2019, I noticed that they did not deducted the fee from my account so I called them to advise them of this during the second week of July. I was told, to my surprise, that my contract had expired on 6/23/19 and they chose not to renew it. They never notified me that they were not going to renew my contract, and did so automatically in previous years, leaving me exposed until I can secure another home warranty from another company. Is this the way to treat a long-time customer? I think not. They should have advised me prior my expiration date that they were not going to renew, giving me the opportunity to contact another company and keep my coverage in force. Not a good way to do business. This could happen to you!

This company HMS Home Warranty is a disaster. Our Air conditioning stopped working late night on Thursday 7/18/2919. We called Customer Service on Friday 7/19/2019 morning asking to get a technician to verify what was wrong with the air conditioning and decide how to proceed. They could not get any technician to come to our home before Monday or Tuesday. We asked for help because the temperatures were 95F and the house was at 87F and my wife was having trouble breathing inside the house. After talking to multiple representatives they scheduled a technician for Monday who never showed up.

On July 13, 2019 at 9:00 am I called to start a claim because our central air conditioner was not working and we woke up to a warm house. I was told someone would contact us in the next 24-48 hours. On Monday morning at 9:00 am I called again to find out that our service call from Saturday had been closed because they had not found a contractor to provide service. We started another claim and were told that the soonest someone would be out was July 23rd. Temperatures in Omaha, NE were reaching the high 90's with heat index of over 100 degrees. I called Wednesday and they gave me the names of contractors that we could try to contact. They only had 3 in the area, all located in Elkhorn, Nebraska. The one they told us that was going to be out on the 23rd had never receive any paperwork on our claim. One was on vacation and the third had a telephone number that didn't work.

I’ve had TotalProtect for 14 years and now, I could put in a claim online. The contractors were very professional. They would come to do the job and work closely with the company. If they couldn’t do whatever it was in the contract, then they would let me know. Overall, I'm happy with TotalProtect. They went up on my deductible but other than that, the service I’ve been getting has been pretty good.

We have so much equipment in the house and thought that it'd be good to have things protected just in case something happens. TotalProtect seemed to be pretty good and we've been with them for years now. Submitting a claim to them has been easy. The techicians have all been excellent as well.

This company is a piece of crap. My AC goes out Saturday. I file a claim. They send me a service provider that didn’t even service my area so I have to wait another day and call them myself and have a service provider so they pick one and they come out and diagnose me in 5 mins without a good check. Now they’re telling me I have to wait a couple days in 100 degree heat for the parts and navigation to go through ...They want their money on time every month but wanna give me this crap? Unprofessional.

My mom told me to get a home warranty and I initially got TotalProtect in 2007 because I had it on my house in Michigan. I was a first-time homebuyer back then and it was a new build but unexpected repairs like that can happen, so that would help you to be able to better manage the budget when you've got TotalProtect or some type of home warranty in place. I live close to the Michigan, Indiana border so, it was hard submitting a claim. Sometimes, you're just supposed to understand that while I'm close to the border, an Indiana provider was not convenient when they come to see me because you're talking about 80 miles. I went through that a few times but I would always call back, and TotalProtect was great at finding somebody closer in my area. They were very timely and helpful.

My air conditioner stopped working as far as blowing out cool air. I called TotalProtect and talked to a representative who was very helpful and knowledgeable as to what I needed. The rep helped me schedule an appointment. Everything went as smooth as silk. I called them before and each time, I had no problem. Two representatives came out. The first one told me that I had an ice blockage inside the part over my furnace in the basement and nothing could be done until it melted away. They called me and set up another appointment for a second guy to come out, which he did, and he repaired everything. The guy was very verbally helpful. I asked him a few questions pertaining to what could have made the AC go like that and he answered all my questions. Everything was handled in a very good and timely manner. I have recommended TotalProtect to several friends.

I've been with TotalProtect for almost four years now and the only problem I have is that no one really knows what the other hand is doing. You get an automated system whenever you call. When you say you wanna pay a bill, they send you somewhere and then, "Oh, wrong department. I'm gonna send you over here," after you're on the phone for 45 minutes before you get a live body. All those things are very aggravating. Other than that, the Sears service guy they sent was out within two days and did a great job fixing the washing machine. He just couldn't take my payment because his phone was low on battery, so he couldn't process my check. He told me to call TotalProtect the next day and pay it myself, which I did.

They send incompetent people and not only they don’t fix the problem but they make it worse, they don’t take responsibility of their people and they don’t provide you with their insurance name or policy, you are basically in your own. Don’t buy this home warranty, luckily was my drier and not my heating unit or A/C. I waste hours and hours in the phone and not results. Please Do yourself a favor DON’T BUY THIS HOME WARRANTY and I am sure they will answer that this is been look into and that the warranty does not cover bla bla bla all lies. If in fact is fix I will write back to state it otherwise don’t believe it. This company sucks

I called Total Protect to place an order for my unit upstairs that wasn’t working. Lucky my air downstairs was working fine. This was 7/15/19 the contractor came on 7/17/19. He stated that he could not see a problem with the unit upstairs. Then he stated he replaced two parts. When he left my air downstairs now wasn’t working and neither is upstairs. I called Total Protect on 7/18/19 and they said that they would reopen the ticket. I called the contractor and she said they would not have a appointment until Monday 7/22/19. In North Carolina we are under a heat wave. The temperature in my home is 96 degrees, I called Total Protect again and once again no help. This is very disturbing with $125 deductible. This is awful I have to go to a hotel because it is just to hot to stay in my home. I will be looking for another company when this is all over I assure you, Not satisfied at all

I have been an entire week trying to get my AC fixed (heat wave: 98 outside, 88 inside, 5 people and a sweating baby). HMS sent a provider to check my AC but then he left. I called him later on and he said he will not be doing the job because HMS won't pay him what he needs to do the job because I actually need it replaced. Waited more days and nothing happened, no other provider came.

I was with out hot water for 6 days when my tank went. They gave me 5 different company's all said they couldn't come until the following week. I found a company on my own that works with them they came out the next day and I had to pay $650 on top of my deductible. It took 2 days to get an approval and 3 more days before they released a tank to the plumber. 3 weeks later the tank is leaking and its 6 days before they can get a plumber to come fix it? They are going to let it leak for 6 days. The plumbers office wh0 installed it is just down the road This company is a JOKE. save your money and pay for repairs yourself. I cancelled my membership after 15 years and will be contacting the BBB.

Updated on 07/24/2019: Completely unprofessional, failed to provide a resolution within a reasonable amount of time. Was without hot water for 3 days and was forced to purchase a hot water tank and install on my own. The company. No one contacted me, I was told after 3 days without hot water that they sent me an email with instructions to contact my own plumber. I verified my email was correct with them. Asked the representative I spoke to if she could resend it and she said she had no way to do that. Wrote a bad review and someone told me they would contact me and I still have not got a phone call or email. You're better off using another company that will take your claims serious. This company will just take your money and then do nothing for you when you need them.

Got a call from the company and she was very helpful and helped with our issue and apologized for all our troubles. Wish I could have talked to her sooner.

Everytime something breaks and we need service, the repairmen we are told to use are booked. We have trouble getting the insurance to use another repair person. When a refrigerator or air conditioning is out in the hot summer, we can't wait around for the selected repairmen to be available. We have been customers for over 15 years but using the insurance causes more stress than peace of mind!!

My experience with HMS was terrible. I filed a claim for my AC unit and had multiple issues with the technician. First, it took about a week of different diagnoses before he determined I needed an entirely new unit. A week later, when the new unit arrived, he realized he had been sent the wrong size. Another week later (now three weeks into it), he came to install the correct unit. After charging me $1400 in labor costs upfront, he left with the AC unit still not working - claiming it didn't work because the pipe he hooked into was broken. He claimed this broken pipe must have already been there and was not his responsibility. He also called HMS that day and told them he had fixed the AC and closed my claim.

I stopped auto payments after 6 years and got a call today to renew. I have complained in past, but I’m sure it went nowhere. I will actually be saving money if I don’t utilize your service. Trash disposal = 2 days of missed work + 2/ $100 deductibles + $599 warranty. Year before. Fridge = 3 days missed work + $100 deductible + buying my own fridge @ $2,000 + $599 home warranty. So no thank you. I’ll just put my money toward getting things done properly. I have also been successful within my circle to steer 5 people away and will continue to do so. Horrible company.

I have had TP for 5 years, never really had an issue with them sending someone out to fix stuff (oven, garage door) until now. My HVAC has been serviced (fixed) by their vendors every year for 3 years until last year (the 4th year I've had to call) when the first vendor refused to go out to my home again. I called to get another vendor who said they no longer work with them. I called again, only to wait 3 days with no answer so I hired someone which cost less than the deductible. I called them to cancel the service call and they still hadn't found anyone after a week. I had no AC in the home for almost a week when I called an outside vendor to fix what was a compressor issue. And trust me you want AC in Alabama in July. We are currently under contract to sell the home so I had someone come out to service the AC unit to pass HVAC inspection only to find out that the control box was fried and someone had rigged it to work, basically put a bypass on it. The only people to have worked on it were their vendors so my conclusion is their vendor didn't fix anything but just fixed it enough to get by until it went out again and I had to call them again. And yes they charged every time even though they aren't supposed to if it is the same issue. They would just say it was something else like the compressor or the coils, etc. When I finally caught on, they refused to come to the home anymore. Now, I have my vendor willing to fix the problem but they won't authorize an outside vendor after they told me I could request it, all he had to do was call authorizations. I filed a claim on Monday, on Thursday my vendor called only to be told that it was already sent to Sears and a date and time were set. Uh, what? I never talked to anyone and never set up an appointment with Sears which by the way is on Monday from 8 am- 6 pm. I have the HVAC inspection on Wednesday. There is no way Sears can diagnose the problem and have it fixed by then as I spent 30 minutes on hold for them to tell me that. I spent an hour and half on the phone with TP (transferred from customer service to tier 1 authorizations, to tier 2 authorizations who said she was transferring me to her supervisor but nope, she sent me back to customer service) only for them to tell me that can't do anything to help me. I tried to cancel the policy but that will cost $500+, and when I close on the house next month I can send them the closing documents and they might waive the cancellation fee but I still have to pay the processing fee of $25. Why am I paying for a warranty on a house I no longer own? Luckily my contract is up in Oct so I set it up to where it won't renew. Definitely consider your options before purchasing this warranty. It might be decent on the little stuff but horrible on getting the big, expensive stuff fixed. There vendors are subpar and unprofessional at best.