Cinch Home Services Reviews

The oven wouldn’t light on the stove. I called in a claim with HMS and they handled it right away. Their reps were very helpful and they got a contractor out the next day. He was very good. He did the job, explained what he was doing, checked everything out, and fixed it. Everything was great and the oven has been working good since the repair. From my experience so far, HMS is well worth it.

TotalProtect Home Warranty offered insurance on the appliances, which no one else was offering but them. I have a current claim for my dryer. The person that came out to look at it was very professional. They weren't able to fix it but they gave me a refund in order to go out to look for another dryer. There was also a time they had my washing machine fixed. I used to call up my claims but now, it can be done on the internet. TotalHome is doing fine and they have to keep doing what they're doing. I would tell others to get the warranty.

I purchased a house with my ELDERLY parents and continued the home warranty. Within a week of moving in things started going up, but we had the insurance so we were not worried. My stove top has only one burner working (repairman came out two weeks ago - still no word from him- can't leave a message because his voicemail is full).

I placed a claim for service on my range, a year ago and the claim is still pending. Every time I call and eventually make my way to a rep that doesn't place me on hold and then hang up there is some new excuse. This is a terrible company.

Do not choose HMS or cross country for your warranty. I'm 5 months in on a HVAC job they refuse to complete. Even after the first provider quit responding and they got a second one from 3 hours away who cannot make it to fix my ac. My electric bill is 400 dollars a month but they don't care. I'm currently having a professional video made with all correspondence from HMS, as well as video of their so-called provider at my home doing nothing for 3 months photo evidence of my electric bill and our thermostat at 85 daily with 3 a/c units running. I am also going to seek counsel to try and get paid back for all this wasted time. If you need a warranty do your homework and find a reputable company as this is not the one.

This is our first property and our realtor emphasized the importance of having a home warranty. She provided HMS as an option and though we also looked at other providers HMS was the best that proposed for us. I’ve submitted two claims over the phone and the first one was resolved quickly. Things were well taken care of and the person who went to the house to do the AC did an awesome job. The second claim that was placed was for my garage door. Unfortunately, I had to cancel that and go through someone else because the company that was provided by HMS didn’t have availability for five days out. Since we had just moved in and had valuables and a whole bunch of stuff in the garage, we needed to take care of the door ASAP.

I recently filed a claim with Cross Country for a garage door opener and it was a good experience. Sears, the service provider, came on time. They gave me this window of three hours but the guy called and said he had finished a job early and could come early if I was available. I was so he came early. It took him maybe 30 minutes to assess what was going on. He gave me options on what I could do from the standpoint of repair or replacement. His recommendation was for it to be replaced because the garage door was 11 years old, and it lasts about that long. I got a call the next day saying they have made the decision to replace. He came the following day and put the new garage door opener in. It was like clockwork. It went very, very well.

A person who had HMS described it to me and I said, "Well, it's a good thing to have." From then, I have a very good relationship with HMS. There's just one complaint I have but it's not that bad. They don’t have enough people in the Lexington area. Lexington is a big town with 300,000 people. HMS should have more technicians in this side of town. When my air conditioner went down, I had to wait three days to get someone. But that was in July, it was hot, and I understood that there were probably not enough technicians to go around for everybody. The tech came from about 20 miles away which is the next town over. He was good and he fixed the AC in 30 minutes after he got here. The AC is now working fine. Also, the HMS reps are very nice. I would recommend HMS anytime.

I had a protection company before and I wasn't happy with them. I looked for another one and I found TotalProtect on the internet. I have submitted two claims. I went to their website, filled in the information and what appliance was broken. It was so easy. Whatever company was selected, they made a phone call, reached out to me, confirmed the appointment that I had scheduled online, and the technician came out. It's much different than the company that I had before.

When I was having lunch with a couple of friends, they talked about having insurance for all the equipment in the whole house and I heard about TotalProtect Home Warranty but they had a different name at that time. I got a home warranty as I have a lot of equipment that needs service at one time or another. Submitting a claim was easy if you are information technology savvy. However, I wanna speak to a customer service representative, not a robo that takes my information and it was hard to get an actual person on the line at times. The claims agent was fabulous though when we were able to get him on the line. The contractors who came were knowledgeable and friendly. They were a best friend when they came in. When I had a problem with my microwave, Roberto came from Sears. We got into conversations that were phenomenal and special. I talked a lot and they felt open to talking as well.

I filed a claim in June. It is now October. I was told months ago that I would be getting a check for a covered replacement item. It never arrived. 3 stop payments and replacement checks later I'm still waiting. I call and call to try to get them to mail it certified, even offering to pay for the expedited shipping just to get some proof the check is actually being sent. In trying to get answers, I get lied to, hung up on, transferred to nowhere and more lies and promises that the check should arrive any day now. Absolutely horrible experience. At this point I'm waiting for a manager to call me back but not hopeful at all that I'll get a resolution any time soon.

At the beginning of summer this year, I had an issue with my A/C. I called the company and within 2 days, I received phone calls about the job. A service provider came out, late in the day, but almost immediately. Went over what needed to be done, what parts would need to ordered to complete the job and what I would need to pay. He seemed to be in a rush, claiming he had to pick up his child. That's understandable. He questioned the check I gave him, that I didn't understand. He also made a comment along the lines of, "this is not a scam", when I asked him why I was paying for anything before the service had even been started. Needless to say, when he left, that check was cashed that day and he never returned to start or complete the service.

TotalProtect sounded good and we decided to go with them when the first policy ran out. A claim is submitted to them thru the internet and they would get back to us. We had a claim quite some time ago on a clothes dryer, and I spoke with the representatives on that one. The contractor who came out for the dryer was nice and honest. I liked him. He said that the dryer that was there wasn't repairable and that TotalProtect will be getting back in touch with us. TotalProtect got back to us and gave us a price on what we would pay for a dryer, where we would shop at the store and buy one ourselves and add to that if we want, or they would deliver one. We chose to have the dryer delivered by them and that was great. We didn't have to do anything but to wait for it to come in a couple of days. We were happy with the dryer and we've been happy with TotalProtect. TotalProtect is a good deal and I've suggested it to quite a few friends.

Submitting a claim with HMS Home warranty has been excellent and the process has been very easy. The tech who came out was perfect. He answered all the questions that I had and a little above and beyond with extra information about the situation I had. Everything went smooth and the repair was completed within an hour and a half.

I've made several claims and I've found it better not to even call TotalProtect. It takes longer if you call them and talk to one of their representatives. When my air conditioner went out at around 3 o’clock in the morning, I couldn’t contact anybody so I filled out a claim online. The next thing I knew was that I got a company back that I needed to call. This was 3 o’clock in the morning. I ended up doing a check thing with them online and that company was out to my house at 9 o’clock that morning and fixed my air conditioner. They replaced a capacitor in there and that was all that was wrong.

Around last January, I filed a claim to Cross Country for a plumbing problem. It was cold, and a lot of people were having related problems with their plumbing, like frozen types, and Cross Country couldn’t find a contractor for us. When we called and asked what was the delay, they told us that we could hire somebody and submit the invoice to them, then they would pay it. But that was almost a year ago and we submitted the claim to them on at least two different occasions yet we’ve not been reimbursed. The money was at least $5000 and we haven’t got any positive response on that.

This is the worse company I have ever had to work with. I need a larger space to write the issues we have had with this company and the contractors they send out to service our air conditioner. We have been without air for 2 weeks with no response from this company. You may contact me for more details before purchasing a warranty from this company at **.

This was originally added to my home when I bought it, then I continued paying for another two years. First, I had an AC problem that shuts off during summer leaving my house temperature in the 90 degrees. After calling to file a claim, some guy comes in asking for the $100.00 deductible before doing anything! Enters the house and decide the AC unit is OK and does not seem to have a problem! Runs out and gone.

The contractors came out and said that the AC needed a damper replaced and that they were gonna request it from TotalProtect. Though I’m still waiting for TotalProtect to authorize it, the reps have been courteous and professional. They’re also pretty responsive, though sometimes I need to make a second call.

Cross Country was with Countrywide, the mortgage company that I had. I stayed with them and their monthly prices is lower than any other one that I have associated and know about. Their customer service representatives are outstanding. They definitely try to help and go above and beyond. Their customer service is the best of all. I always do my claims over the phone and the process is very easy. I love my coverage plan and it covers everything. With CCHS, I know that if something happens to my house, I can easily call them and they're gonna take care of it. You should use CCHS too.

I have used HMS several times and I've fallen in love with it. I can do a claim online but it becomes a little bit more difficult each time I try to actually talk to someone. When I'm calling in, I have to keep searching and there's not a button that asks me if I want to speak to a representative. It used to be a little easier to speak to someone but it got that way since the last year. Other than that, I have been very satisfied with HMS and have had it ever since. The technicians have been great and our experience with them has been good every time.

I have a couple of properties and I thought it would be a good idea to sign up with TotalProtect Home Warranty. My brother and I also had a discussion that it would be a good idea. Submitting a claim is a simple process. I go online and make the claim, then I get a service person get in touch with me to do the work and it has always been a smooth interaction. They did the work and they were professional. They did what I expected from the service. Everything went well and I was pleased with their work. I would recommend TotalProtect. It's there if you need it.

I filed a claim with HMS Home Warranty. The process was quick and they told me what I needed to know. They explained to me everything completely to where I understood it. Letting them know what the problem was and how fast the contractor came out was a good experience. The company that came was good too. It took them a while to find the problem but they got it done. At the same time they diagnosed my water heater, they found out that there was another issue involved as well and instead of me having to pay my deductible two times, they said I only had to pay it one-time, so it was all done at one time. I only had to pay $100 instead of $200 and that made me feel better. I ended up buying my own water heater and I got reimbursed for it. HMS is very fair with their process thus far, I've already referred them to a family member who just purchased a house.

After coming out to service my washing machine in a rental property the technician determined it needed to be replaced. Given the poor consumer reviews for the replacement washer I elected to receive the appliance claim credit buyout payment and purchase my own replacement. Six weeks and six phone calls to Total Protect later, I still have not received that check and keep getting inconsistent information regarding its whereabouts every time I call. On two of those occasions I have been told the check was already mailed to me and to allow 7-10 business days for it to arrive, which has come and gone twice now. I have faithfully paid a monthly fee for my home warranty with Total Protect for years yet this inability to promptly hold up their end of my contract is disappointing. These series of exchanges have destroyed their credibility with me.

Up until a claim for my AC unit this summer which went to 3rd party billing I have had no issues. However, I was approved to use a provider out of their network since it was an emergency, but they refuse to accept the invoice or pay the claim. My claim has gone unpaid for 4 months and each time I have the service provider supply an invoice, they claim there is something missing from the invoice. I now have a garage door problem and they state the closest provider is 45 miles away. For some reason the company that replaced the garage door opener through a claim with the same company is now not in their provider network.

I purchased a home and the seller provided a home warranty from HMS. The refrigerator in the house died suddenly. I called HMS and was offered an appointment a week away. This was an emergency. I persisted until I finally reached someone on the phone, and they sent a repairman out two days later. He was very good, but when he discovered that the Sears Kenmore Elite refrigerator was only 3 years old, and still under Sears warranty, he was unable to do anything further. He tried, but HMS confirmed that we had to deal with Sears, and Sears would not come for two weeks. The HMS repairman told me what the problem was - the condenser had failed and would need to be replaced - and he told the Sears folks that.

Due to the death of my daughters father I had to cancel my coverage for financial reasons after 11 years. I spoke with "Mike" who was one of the most arrogant and rude customer service reps I've ever had the pleasure of speaking with. On top of the death, the financial strain, and now the cancellation fee Mike so happily informed me about as well as a phantom claim he stated he saw from August I am at a loss how a company can treat a loyal customer of 11 years so poorly. My financial strain is only temporary - but this company will never get my business again. Horrible to treat a loyal customer to poorly after 11 years.

The Cross Country customer service team has been problematic for me and I've had claims which took two and a half months to be resolved. There was a time when they sent me to a contractor who said they don't do plumbing when I specifically asked for plumbing when I filed the claim. Then back in November 2017, I filed a claim to have my oven repaired and I paid the deductible. The guy came out about two and a half weeks later, which was disappointing. He said that the oven needs to be replaced and that he would call Cross Country to see what they can do. The warranty company ordered the parts but I called them and said, "You're ordering parts that are more expensive than the actual oven." I told them I can get an oven instead of replacement parts but they said they wanna go ahead and repair it.

Normally, submitting claims was okay, but it took a while to get service. Some of their people were either too busy or didn't do the kind of work needed. It's part of business though and acceptable. The contractors who have come had been okay and the repairs had all been successful. I had a problem with my freezer and when I called TotalProtect Home Warranty, they wrote it as a refrigerator. When I found out, I called them back and said that it was not a refrigerator, but a freezer. They said they would change it and it took about a month and a half to get an appointment. Sears was gonna do the work, but they called and said my freezer was not covered.

My friend told me that TotalProtect helped him a lot and so I signed up with them. I usually submit claims over the phone and it was easy doing that. The interactions with the reps were also very good. Also, the interactions with the techs were mostly positive. However, one of the last guys that didn’t really fix my problem with my freezer wasn't the most friendly one. And I also had to wait forever to get the parts, and then those were not what we needed, so I had to wait longer. That didn't make me too happy. Even so, after the freezer was repaired, it has been working excellently. I've been totally happy with TotalProtect and I would tell others that it's well worth the money, and I've had a very good experience with them.

There is great value in having a home warranty and HMS Home Warranty is helpful. My experience in submitting claims has been great. I did it over the phone and it was easy. The representatives were polite and it was good dealing with them. My interaction with the technician was great too. They were very helpful and the quality of their work is good.

The representatives of HMS are doing a great job. There was an incident with my furnace because our air conditioning went out, so we had to get that replaced. We may have entered the wrong parts, which delayed it about a week. Sometimes the contractors weren't on time. They would say they would be there at 4:00 but they would show up at 6:00. But as far as their work they're good and nice. They just need a little bit better communication in between the service and the customer service representatives. It's a good experience and I would recommend HMS,

Our house is gonna be 10 years old and things start to go at this time. We got TotalProtect Home Warranty and it has been extremely easy submitting claims to them thus far. However, once, our AC failed and I didn't realize that I was gonna have to pay all the installation fee and everything. I didn't see that in the fine print. Eventually, I got a new central air conditioning system that cost me $1,300 out of my pocket. Nevertheless, the techs that have come out to our house have done a quality work and we've had good interactions with them. I'm satisfied with TotalProtect.

My husband was military and was very meticulous on everything he did. He went into a lot of other companies and picked out the one that he thought would be the best and what we needed. We got TotalProtect and having them is very valuable. I'm in the mountains and having to find somebody is hard but it's easier for me to call TotalProtect. Somebody came out and fixed our refrigerator at one time. Also, when my husband was put in the hospital, my water heater went out. A tech from Dallas came and he was wonderful and did a very good job.

I had a Whirlpool washing machine to be replaced. They replaced it with a GE. I was told by 3 different customer service representatives that it would be like and kind, replaced and come with a universal stacker. It was ordered in August. It was delivered 9/10/18. It was not uncrated nor installed because it did NOT come with the universal stacker. I had to order and pay for the stacker myself because the supervisor said the previous 3 representatives MISSPOKE! They rescheduled again today for installation. They came and left without installing (Still in crate) because they said they would not install an older dryer on a new washer???

My personal data was attached to a property address that I have no knowledge of, and my personal contact details were given out to people without my knowledge or consent, due to this company's error. I have received phone calls from contractors, emailed invoices requesting payment, and all from companies which I never consented to have access to my private contact info.

We've been with TotalProtect Home Warranty for more than 15 years. We haven’t used them all that much but when I have, they’ve been kind. I've submitted claims to them by phone and online but I’ve been using the online lately. Their claims process has been easy and very user-friendly, and they send a technician out quickly. My only concern is that it seems like the companies that they contract with come from a distance. I’m in a tri-state area and in the rural area so it’s different. But other than the one issue that I had with my AC which happened to be the hottest day of the year, TotalProtect's service has been fine.

I received this policy from my realtor at closing. We renewed and have been paying for 3 years. We just filed a claim for plumbing issues in the house. They assigned a plumber that sent a kid to our house and demanded cash before entering the house. He took a few pictures and said his only job is to say what he "thinks" it might be, and not to actually look for the problem. Long story short, we are out the $125. The plumber collected the cash and reported that he looked at everything and determined its something not covered by insurance so it was denied. I called HMS, they recalled the claim and told me they would reassign and send out another plumber and that I would not need to pay another deductible since the first guy didn't even look at the plumbing when he came over.

I've been with Cross Country Home Services for a long time. It was the one that I was told to get through my real estate agent. Their customer service reps were very good and they handled things very quickly. I have a booklet that tells what I'm covered under and I just call when I have a claim. I talk to them, then they have a service company call me. I got my service done within a day the last couple of times I've used them. It's a service that I like to use. They've been very good and I would recommend Cross Country as a service company or a home warranty company.

We were living in the house for 18 years and we believed that stuff will start breaking down. We decided to purchase a warranty from TotalProtect. We also looked at other home warranty programs but we liked what TotalProtect provides. Their coverage options are a little better. They’re on the ball when it comes to claims. They give you work order number immediately and they find a company that will help you fix your appliance immediately. You don’t have to wait to get in contact with them. All the contractors have been great. I had no nasty or disapproving contractors. TotalProtect's service is excellent. I would recommend it to other people.

Stay away from Cross Country home warranty or the Total Protect home warranty company. They offer terrible customer service and they are totally unethical companies! When I decided to cancel the home warranty that I had for years, it wasn't as easy as I expected. Total Protect, previously Cross Country, wanted to not allow me out of what they deemed my annual contract until the contract period ended. Although I had apparently signed an auto-renew type contract many years before according to them, I had no choice but to go along with it. From this point on is where I really have a problem......Every agent I talked to promised that my contract would end at the end of the annual contract period so I waited many months. After this period is when my real trouble and aggravation began. Well, they kept right on expecting me to pay money after my so-called annual contract ended because they said that the different mortgage companies that carried my mortgage did not pay them some of their monthly payments for my home warranty on and off over many years. I was only told this after I my contract finally ended. They never bothered to tell me or inform me in writing over the years which immediately raised a red flag with me. They gave me 4-5 months in question, some dating back a lot of years. I verified and confirmed by calling around to my various mortgage companies I had and researched that these companies paid Total Protect the monthly fee I paid the mortgage companies. Total Protect was mistaken. There are very strict laws governing money in escrow being held or paid out. I haven't gotten my money back yet from Total Protect, but I still plan to even if I have to sue them. It's wrong to overbill me for months I have already paid my money for coverage with. They have double billed me by 4 months and because I had to pay at the same time as my mortgage- I got taken for the money because I didn't want my credit to be hurt if I refused an unfair double payment. It took many months of my time to try to research this. This company is unethical as all get out in my opinion so let the buyer beware!!!! Do not trust anything they tell you as I feel their bookkeeping is also a mess.

On July 3, 2018 I contact Total Home Warranty which Cross Country Home Services is the parent company about my Central Air Conditioner. On July 19, 2018 Cooper-Wilkins H.V.A.C. came to diagnose the problem, they say I need a new system, they took the measurement of the old system and they will relate the message to Total Home Warranty or Cross Country Home Services. They are the same. Cross Country Home Services told me that I have to pay $100 for the diagnostic and $1350 for items not cover. Cooper-Wilkins H.V.A.C. came on 8/7/18 for the installation and I had to pay them $1350 before they start working, they install the condenser outside, but, couldn’t install the air handler because it was too high! Cooper-Wilkins H.V.A.C. took the wrong measurement.

We purchased our home less than 6 months ago. Two months after moving in, the main water heater in our home malfunctioned. We contacted HMS and a contractor came the next day and repaired the problem. Now, 5 months later, the SAME water heater is malfunctioning again. HMS was contacted immediately and a contractor was in our home the next day. The contractor indicated the unit needs to be replaced. HMS denied our claim because “the second water heater is not covered”. This is unbelievably frustrating because the water heater that is currently not working is the EXACT SAME water heater that malfunctioned the first time. I have submitted documentation to include pictures, receipts, and anecdotal notes. However, the claim remains denied. When I call to speak to supervisor regarding this matter, I am consistently told that no one is willing to talk to me and that someone will call me back “when they have time”.

Four years ago, we bought an older home (17 years, at the time) and after some research, decided to go with Total Protect Home Warranty. During that time, we have had to have our A/C serviced several times. In May of this year, I contacted TP again regarding our A/C and the fact that it was no longer cooling our home. They sent out a service company, Dandy LLC, which I was able to ascertain by a brief cursory internet search, that they were more of a fly by night operation. I had requested a new tech come out to inspect the work that had been done, but could not be guaranteed that I would not incur another deductible. i opted o forego that service at that point, but a couple of weeks ago, it got unbearable inside our home. Temps inside were in the 80's and a little cooler outside. One again, I contacted TP and they sent another service provider out, Pride A/C and Heating. The technician was a pleasure and was honest. He added more refrigerant, the same thing which had been done by Dandy less than 4 months previously, but basically we were told that due to the age of the system, it is not working efficiently and at this point, we were only putting "Band-Aids" on the system. So basically, our A/C unit is not doing it's job, which is to cool our home, and Total Protect only wants to send another technician out to reinspect. I have left messages on their Facebook page and received apologies and promises to look into our situation, only to be left hanging with no resolution, no returned calls and a hot home in which to sit. The most recent example of their incompetence happened just today when one of the Customer Care Team, Christine, called to discuss my situation. I explained I was at work, and asked her to call me back in a couple of hours. She stated she would call me back between 3:00pm and 3:30pm. it is now 4:13pm, and still no follow up. This is the same person who contacted me last week, offering apologies and saying that this is not the level of service I should be receiving and promised to look into my problem and call me back the next day. That was a week ago. So now we are faced with replacing our A/C and our furnace out of pocket in order to have a working A/C. We are not rich, this is something we can not afford, which is one of the reasons we had a home warranty to begin with. In order to offset the expense, we are cancelling our contract with TP. They have failed us and others as the reviews on this site can attest to. They make promise they do not keep. my money will go elsewhere. Buyer beware!!!

The service provided by your company is less than zero. I have been trying for over a month to obtain help for an electric cook top burner that has stopped working. I have received one story after another from the telephone reps and still no help. The homeowners that bought this service from your company did so in good faith and we were also counting on your company when we purchased this home. I would NEVER advise anyone to purchase your business and plan on telling everyone that I can to never use your company.

Filed three claims. It has taken over a month to resolve two of the three. Why does it take this long when the service provides shows proof the repair parts have not be available in over 5 years? On a previous claim, it took three separate service providers to resolve one claim, that took three weeks to resolve. No reason it should take three separate plumbers to resolve one basic plumbing issue. I love the concept of a home warranty. I will be changing my home warranty provider at the end of my current contract.

I've been with TotalProtect Home Warranty for two years now and they have covered my air conditioning and plumbing. I call them when I submit a claim and they send someone out within 24 hours. I've liked everyone they have sent out. I then pay the deductible until the claim is through. I have recommended TotalProtect to people.

I would not recommend this company. Words can not describe the customer service and service. They installed a water heater into my home that was a commercial heater that destroyed the wood and the wall. The company did not replace the water heater that they installed or the wall or wood. I called to cancel the warranty and the supervisor blamed me for allowing the company to install the unit into my home and that they are not responsible for any damages. They referred this company and made arrangements for this company to come so........! This the worst company I have ever dealt with!

I recently cancelled my warranty service and asked the rep to cancel the service immediately, meaning no additional money would be taken out of my account. I did this on August 27th. On September 1st, my credit card was charged for $37.95 the monthly cost of service. I called in on September 20th once I saw the charge on my account and disputed those charges. I was told the manager would listen to the call and get back to me. A week later and I have yet to get a call. I called them back twice and they lied and said I said something that I did not say on the call. I asked to listen to it and they would not let me listen to the call. They also refused to have my account refunded. They will never get a single penny from me again, EVER!! I will never use this service again, nor will I recommend this service to anyone. BUYERS BEWARE!!!! DO NOT USE THIS SERVICE!! THEY ARE HORRIBLE AND WILL FALSELY CHARGE YOUR CREDIT CARD!!! DO NOT USE!!!!!!!!!!

I will not be renewing my HMS warranty. After calling to place a dishwasher claim, they sent a plumber rather than a dishwasher technician. Then HMS wanted to charge me a second deductible for sending out a dishwasher repair person even though the mistake of sending a plumber was their fault. In the course of all the headache with HMS, the final straw was being hung up on by an inexplicably rude service rep. She was simply unable to her job without jumping to erroneous conclusions and cutting off the customer. I suspect this type of foolish customer service is how I was sent a plumber in the first place.

Things can get really expensive if anything happens in your home and you have to replace stuff yourself, so we have TotalProtect on our new home to make sure everything is covered. We also had them on another home we owned and it was part of the buyer’s package. When submitting a claim, I just call their number and tell them what the problem is. Then they give us a claim number and a repair person, and we set up the appointment. Their claims representatives are awesome, courteous, and understanding. They took in whatever we said and they were immediately willing to help with no questions asked. We’ve had everything from electricians to plumbers come over to do repairs, and everything’s been fine. TotalProtect Home Warranty is exceptional and I’ve recommended them to all my friends. Everybody needs it.

DON'T GO WITH HMS! I must say it is always tasking when having to make decisions such as choosing insurance coverage. Whether it is your health, car or home. I did my research, compared companies and read through contracts thoroughly. Unfortunately there are some companies that always try and get one over on you.

We have been without a fridge for almost a month! We have been brushed off, hung up on, and just flat out treated like “our hands are tied!” They have terrible customer service and you will feel completely defeated! We had our fridge repaired last month for the same issue, we know because the fan made the same noise before going out again! We are now currently waiting for a part that is apparently on back order or special and we don’t even know when we will be getting it! People, we are a family of 5 w small kids living out of coolers! I’m in tears as I wrote this! When you get into a car accident, insurance loans you a car until your is repaired. This company does nothing! We lost 500.00 in food because we had just filled our fridge from Costco! We’ve gotten food poisoning from trying to keep our food at the right temp in ice chests w melting ice! They basically told us that they’d give us 410.38 to replace our fridge if we didn’t want to wait for the part! Are you kidding me? Our fridge was bought 3 years ago at 1200! We paid 120 as our deductible and between lost food and cost of eating out we are already in the hole! I’m sorry if there’s so many typos, I am shaking and crying, I’m just so disappointed! I told them I’m cancelling when this is over and they responded f with ok is that all! Please save yourself the hassle and choose a different company!

We've been with TotalProtect for about four years and they have better coverage than our previous provider. We call them over the phone to submit a claim and it has been easy to do. When our icemaker stopped working, it took three people to come out and fix it. The first person ordered the wrong part. When the second person came out, he said that they don't make that part of our icemaker anymore. But what he told us was something different from what he wrote on the paperwork that he sent to TotalProtect. He just stated that he came down and he just didn't wanna do it. So the third person was sent out and he ordered the right part. He was good. We were satisfied with TotalProtect but they have certain companies that don't care.

I received the renewal letter 2 weeks before my renewal date. I contacted customer service twice and was not given the option to choose another plan. In the renewal letter, Total Protect picked the highest option and the customer service reps said that I had to renew for that option or cancel. I did not receive the 30 days notice letter as stated in the contract but only received 2 weeks notice according the postmark date on the envelope. They claimed it was mailed August 15 but I received it on September 20. The reps refused to work with me and one even threaten to charge my credit card before October 4th renewal date. That was totally unacceptable and Total Protect does not have the right to charge my account before the due date. I totally would not recommend this company to anyone. Their customer service is a minus zero rating.

My AC went out during TX heat. Service Provider they sent me too never showed up to do the repair after my deductible was paid. Called to speak to Manager at Total Protect. 2 months later and several followups no manager has called me back. I have asked to be reimbursed for my out of pocket expense, They denied it. But they are quick to send me a contract renewal. Totally unacceptable for them to not full fill their part of the contract. They still show the "claim" open after 3 months. But they don't follow up on ANYTHING. WORST ever. Do not do business with them ever!

The home warranty was purchased for us by the previous owners because they were unable to get the hot tub/spa inspected during the winter when we purchased. In July, I had a repairman come to clean the spa. He noted that repairs were needed. I phoned HMS and asked if I could proceed with the repair which is a covered service under the terms of my agreement with HMS. I had the repair done and submitted the invoice and this is when the nightmare began. I was first told that the service was not covered under the contract. I was then told that I didn't obtain expressed consent. I was told that the service personnel attached the invoice to the wrong claim number.

Seriously, if anyone offers this as a part of your mortgage contract, DO NOT WORK WITH THEM! Ask for a different company. They lie about their coverage, you're better off just going through your local gas or electric company for their coverage plans. I am absolutely appalled by this company and wanted to take the time to warn anyone who is looking at their seller offering them as a home warranty. ESPECIALLY new home buyers. Waive this or fully look into the contract as well as upgrade. It's $100 per appliance and pretty much any functional part isn't covered so you're paying for NOTHING. I don't usually write reviews unless they are positive but I have nothing good to say about this company or their services.

Cross Country would accept Mobile Global Homes when many others would not. I've been with them for 10 years and when I speak to them over the phone, they find someone to do the repairs and we schedule it. I pay my copay and they pay the rest of it. The process is easy. I like everything, except that they don't cover the roof. I've also told my son that he should definitely consider it.

I communicate with HMS through email or through the HMS portal and they know what they had to do. They answer any question that we had. HMS is great. One thing that a customer ever wants is communication and efficiency and HMS is efficient. We can call them. If we had a hot water heater burst, we need it done with a home warranty within a couple of days, and that's what happened for us with some of our experience. They'll take it from there. They have someone to come within a day or two to look at the issue after we put the claim in and get it fixed within a week.

I've had TotalProtect for years and I've had to submit a couple of claims to them. Submitting a claim is easy and their customer service is good. The people, who handle the claim when I first call in and make appointments, are able to answer questions and help you get my issue resolved. So far, the technicians they've sent have been okay although there was once that it took a long time for the technicians to figure out what was happening and resolve my issue. But other than that, I've had no issues with any other technicians that have been sent to my house. TotalProtect has been really helpful in trying to either replace or fix the issue that I've had.

I went with Cross Country based on my sister's recommendation and I've had them for three years, going on four. They've been number one for everybody that has had to go through their service since I've had the home. Everything was wonderful during my most recent claim. My air-conditioning went out during a hot time, and they responded immediately and took care of the problem. I didn't have to guess at anything or try to tell them anything different. I just told them what the problem was and they went directly to it. They fixed the problem and gave information on how to do preventive maintenance, and that was very much appreciated.

I'm a single mom and getting a home warranty seemed like a good thing to do because I'm not the most handy person in the world. The company my mother works for uses HMS so I got them too. I tried them for a couple of years and my experience depends upon the contractor that they use. I had one contractor who was basically in to collect the deposit and then disappear, never filed paperwork, never went forward and it was a battle. Also, he smelled like old laundry and cigarettes when he came in. He was not too well put together.

We recently moved into a new house and at the time, it was almost 10 years old. We're not getting any younger and things in the house were gonna start to have problems, so I thought we needed to have a home warranty. I'd rather pay a little bit every month than get stuck with a huge bill when it happens. We got one from HMS and so far, we've submitted several claims and I have done it both by telephone and online. Since I've done it several times, I got a pretty good handle on how their claims process works. But when we first started this, it was a little confusing and their reps didn't explain the process very well. For instance, there are only a few people that will work with them in our local area and I don't know why.

Our A/C went out on the evening of Sept. 8. I reported it right away, and the service provider came out on the 11th, as promised. He told me parts needed to be ordered, but first they needed to be approved. His manager told me that day he would send in the parts order. One week later (Sept. 18) still no word. The repair company manager told me that day that he called HMS, only to be told they did not get the repair order he had submitted electronically. So, the order was essentially submitted that day, Sept. 18! I was very unhappy with this. The temps where we live are in the low to mid 90's.

We had just purchased our home and wanted to make sure our air conditioning and other stuff would be covered. I liked all of TotalProtect's options and the coverage. And so far, submitting a claim has been pretty positive and easy. Their reps have all been really helpful and the technicians were good. Overall, the quality of the work done was very good. And it's nice to know that they're there to help me get things repaired when we're busy working all the time, and they come do all the legwork for me. I would recommend them.

Total protect is the worst home warranty company ever. My father put in a service call to have his air conditioner repaired on September 6, 2018. The contractor (Circle A Heat And Air) came out on September 7th and did a diagnostic told my father exactly what was and stated he would be ordering a compressor and it would be delivered and installed on September 10th. I called on September 10th and the contractor told me "no it won't be here until the 12th". On the 12th I called back and Steve from Circle A stated that his system said the part would be delivered sometime that day. If he got it early enough he would bring it out and install it the very same day. He never came or called. This went on every day for the rest of the week. On Monday the 17th I contacted Circle A again and the receptionist told me "they had ordered the parts and that was all they could do. I would just have wait until the part was delivered ". I asked could she call the company the part was supposed to come from and she said "no you just have to wait ". So I hung up with her and called Total Protect. They informed me that the part wasn't ordered until September 17th. They assured me that the part would be at Circle A by Wednesday and ready for install on Thursday. On Thursday the 20th Total protect called to see if the repair had been done and the answer was "no". They said "let me call them and check things out" and they never called back. Friday the 21st the repairs still didn't get done and Total Protect told me there was nothing they could do because the contractor said they were coming. They told me if I chose a different company to do the work the authorization process would have to start all over and that would be at least a week. They had no other answers or solutions. It is 100 degrees in Dallas and my father is living in the home at 70 years old. He has high blood pressure and is diabetic and the extreme heat is not good for him or anyone else for that matter. Total Protect definitely doesn't protect their customers at all. I told the case manager that the company that was assigned the claim was not accredited by the Better Business Bureau and had an F rating. I also read her some of the reviews from the BBB and she just said "I empathize with you but there is nothing we can do". I'm so extremely disappointed with Total Protect and Circle A Heat and Air. I believe customers deserve better service than this.

I got a home warranty hoping to deal with unexpected events and went with HMS Home Warranty on my agent's referral. HMS has a very user-friendly website and whenever I submit a claim, they are responsive and quick. The technicians they have sent were also responsive overall. One thing however, I have five properties enrolled with HMS but I cannot view them all in one sign-in. So I have to create a new email address for each home in order for me to log in. That’s something that HMS can improve on, that when a customer has multiple properties and has only one email, it is better to stick all of the accounts under one email instead of having to create different emails for different addresses. Other than that, I’ll highly recommend HMS.

When we bought the house, the previous owner already was a member for HMS Home Warranty. It's an old house. And we wanted to make sure that the appliances were working okay, and we didn't have to pay a big lump sum money if something were to break down. HMS has done everything automated when you call to submit a claim, so it's very hard to get somebody who's live. They need to have a live person just in the beginning because it gets really aggravating when we're on the phone for five to 10 minutes just trying to get through a person. But once the claim is taken care of, they're very professional and very good about it and the quality of the work done is good. Overall, it's a good service and I have recommended them.

I've never had a problem with Cross Country, but I've had problems with the contractors they send. Recently they tried to send somebody to my house to fix our electrical wiring. I called the contractor as they were supposed to be out by Thursday, and they never called me. They called back and said they were gonna be there at a certain time and date, and they weren't. They called me 30 minutes after and said that they were running late.

Once again, I have been without AC for two weeks. Our AC went out again, three months after our initial repairs. According to the new service provider, all of the things that have now failed with our unit should have been checked on during our first round of issues. Our unit was supposed to be fixed today, but thanks to the failure of HMS/the service provider, the incorrect parts were ordered and now we have to sit in this heat for an additional three days while we wait for the correct parts. I am having a hard time being understanding with this seeing as we have already been without AC for two weeks.

I have had Sears Home Warranty services for almost two years. On June 20th 2018 I called for service on my refrigerator. The problem is that I had water on the base of the upper section that was seeping over the ridge unto the door of the freezer (lower section) then unto the floor. I called for service and still am calling to this day because the problem still exists. I have had about seven visits shared by two technicians. The technician that has been to my house for about five times called Cross Country to tell them that he cannot fix it.

I've kept my warranty with HMS for the past three years since it was given to me by one of my realtors and so far, my experience with them has been excellent. I do minor things around the house but if I can't do something, I call HMS. I usually submit my claims online and their website is user-friendly. People can go on there and it would save them a lot of time from waiting on the phone. It makes it easy to do that, especially when things happen and it is never during business hours. Whenever I make a claim, they send me text messages directly with numbers to call to get the appointment arranged and to call the contractor directly if there are any changes. Then they follow up within 24 hours asking if I was able to make my appointment.

TotalProtect did everything I wanted them to do. I’ve been with American Home Shield for a long time. I live out in a place that's hotter than hell on a summer and American Home Shield decided they’re only gonna spend $2000 when the air conditioner goes bad. On the other hand, TotalProtect will fix the air conditioner, which was my main purpose in getting a home warranty. I’m in my 80s and to go without air conditioning out here is not good.

I went with TotalProtect because of their price and coverage. However, I had one bad experience with TotalProtect when the guy who came to my house had a water heater on his truck, but couldn't put it in because TotalProtect had to order all the parts. So, it was like a five-day wait period which was unacceptable 'cause I was out of hot water that long. Other than that, the rest of them did pretty good. Their reps have all been great. Their technicians got here on time and tried to make sure when they left that it was up and operating to the best of its ability which is sometimes out of their scope of work. I have told several people about this. And I think one or two have applied.

I had American Home Shield in the past and I was not satisfied. Then, my heating and air guy Randy told me about HMS, and then I went with them. Submitting a claim online regarding my central air unit was easy and their website was very user-friendly. The contractors they set out had been wonderful, and they explained the repair procedure very simply for me. We have had very hot weather out here and it has been working well since the repair.

I've had Cross Country for several years and though I haven't had to use the service more than a couple of times, the service calls that I required in the past all seemed to go pretty well. Plus they seemed to be reasonably priced. We recently had leak in our dishwasher and I contacted them. The repair technician looked at the unit and pretty much said that it needed to be replaced because it was older and he didn't believe that they made the parts that were needed to fix it, but they would go back and do what he had to do and let me know what the outcome was. A couple of weeks went by, I called the repair people and they said that they were waiting to hear back from the manufacturer for information on the warranty. Another couple of weeks went by and I called them again, and they said that they didn't have any more information. When I called in at Cross Country, they just said the claim was still pending.

I recently had issue with AC unit, service provider who is servicing the unit is very unprofessional and getting no help from Total Protect (TP) to resolve the issue. I called customer service multiple times, spoke with many supervisors, tried twitter, and even try to get in touch with leadership team.

Can't get an appointment. Have now been told 2 WRONG date and times for my appointment. Even the supervisor confirmed my dates. I call the company and they have no idea who I am or about my appointment!

Our real estate agent gave us HMS Home Warranty. Since having the warranty, submitting claims for most things has been good. However, the biggest problem is having to wait for service. Their rep would tell me the phone number of the person whom I'll call. One time, for the garage opener claim we didn't hear from Dave the rep. As it turned out, his answering machine was full and he wasn't taking calls. Eventually, my husband called HMS and then we got permission to talk to somebody else. Another time, we had a problem with our air-conditioner and it took a long time to figure out what was wrong. Nevertheless, currently it's easier to file a claim online. We'd definitely recommend this company.

I've had Cross Country for so many years and my most recent claim was for my broken ice maker. The tech called me on the phone because I was at work but he came at a time when my housekeeper could be there. He looked if he could repair the ice maker that was in my refrigerator and it could not be repaired so he purchased one and popped it in there. The ice maker looked like the one I had except it worked. He was very professional, pleasant and very good at his job. He did his repairs and kept me up-to-date on what was going on. It was a good experience all the way around.

The Customer Service line is unreliable. It is exceptionally difficult to get a representative on the phone. Additionally, it seems to me that the people in the customer service department use fictitious names. I thought I was speaking with a supervisor, but I call back the following day to speak with someone else and the representative I spoke with said she did not recognize the name! I call in the day after and spoke with yet another representative who more or less said both the supervisor and the representative I mentioned were nonexistent and that I was given incorrect information! I am appalled with the unfair/deceptive practices this company employs. I will be looking to file a complaint with the FTC.

I got TotalProtect through a promotion and I have them for about six years now. When I have claims with them, they are very slow in responding. This last claim that I put in had been a disaster and it is costing thousands of dollars. My air conditioning unit was blowing the fan, but it was not producing. I called TotalProtect and they sent out an air conditioning company to evaluate it. They said they needed a new coil then they proceeded to put in the new coil. They did this on one day and after three days, I had a leak in my bedroom and in one of the three bedrooms downstairs, there was water on the carpet.

I filed a claim for my water plumbing leaking through the walls. They set me up with a company and a claim number. Next day comes along, the referred company's representative doesn't show up. I call them to have them tell me they don't work with the warranty company. To just call back the warranty company and be on the line forever to be told "we didn't know that they don't work with us anymore, we apologize" and then schedule me with another company that will be taking 2 more business days. While my property continues to get further damaged. Too bad I cannot give out negative stars, because they would deserve it. A company run like a company advertising on Craigslist. DO NOT DO BUSINESS WITH THESE FOLKS!

HMS was provided on my house when I bought it 12 years ago and I've been renewing it ever since. Submitting a claim with HMS has been good. I normally do it online and navigating through their website has been easy. They did work on a furnace and the water heater, and they did a really good job on both of those big appliances. I'm very satisfied with the service. We're pleased. They've done a good job every time they've come to my house.

We just purchased a new house and I didn’t really know anything about the appliances so I figured that a home warranty was a good thing to have. I submitted a few claims and the process was easy. The representative I talked to was nice and the technician that came out was very knowledgeable. HMS Home Warranty was very easy to deal with and whatever problems I had were taken care of. Everything has been good so far.

I’ve been a member of TotalProtect for almost 10 years now. I’ve used their service throughout the years whenever I had a problem and I went online to submit my claims. Their process has been pretty straightforward. Also, the tech would usually come out within two to three days. But I had issues with the first technicians I had. I let TotalProtect know about it and they sent a new one. Other than that, the last two or three techs I’ve had were great.

I have contacted HMS September 4th about my washer. They sent out a service provider and we paid the deductible. When we checked on the status, they said that the people they sent out could fix the washing machine so they had to send out another service provider to reassess. The new service provider reached out to me and notified me that they did not service the model. We had and contacted HMS multiple times to notify them. HMS gave us multiple statuses, not one actually documented in their system so I am in limbo. I tried calling, waiting for over an hour (3 dropped calls), and never reached a single representative. The last person I spoke to got irritated when I asked questions of if they could notify the service provider of our model so we don’t waste time and asked what if no one could fix it. All I got in response was it will be taken care of. It has not. My current job status is incorrect and my washing machine remains broken.

Service provider they linked me with never answers his phone, when I call HMS they make excuses over and over again. I reported this on the 5th and paid my deductible on the 6th before any work was done. It’s now the 18th. The guy comes out, replaced a part that doesn’t fix the problem then jiggles some wires around on my compressor till it kicked back on and called it good. That took a week. Since then I’ve been waiting for them to come back because they had to order the parts to repair my furnace (the original issue). I’ve been calling everyday since to only hear that it takes 3-5 days.

I have been had an active service claim on a leaking hot water heater since around mid-July, going on 2 months. It has been a nightmare since the technician came out to collect the initial $100 service charge. The technician recommended replacement however from an incomplete service reports and lack of response from the service provider to poor customer service on behalf of HMS in knowing the status of claim (leading me to believe that the claim was in research for over a month) when the claim had never been in research due to an incomplete service report was extremely frustrating. In addition, depending on what customer rep assisted you, most did not want to go through the detailed notes to even understand what transpiring with the claim leading to further bottlenecks in getting the claim moving.

We got a broken air conditioning so we called HMS Home Warranty. My interaction with their reps went good. They were professional and they referred us to an air conditioning and heating company. A day after we called, the contractor came out. They told us what was wrong with the AC and then they fixed it. They just had to fix the circuit board. Since then, everything is good. HMS Home Warranty is a great company.

TotalProtect Home Warranty treats me right. I call, they give instructions on how to handle my problem, I do what they say, then they send somebody to fix it. I feel more I know somebody realizes my problem, and they're very nice to me. Everyone there has been satisfactory. I've had one rep who didn’t know exactly what they were doing but if they didn't fix it, they just send somebody else. I have two different houses that they cover. They do a good job and I'm gonna stay with them.

Updated on 11/02/2018: So after posting about our terrible experience with total protect in September, Austin posted a response that appeared professional and sincerely interested in resolving our problem. He asked for a contact number which we provided. Guess what? No call from Austin and when we contacted the office n SC again for reimbursement, they said we would get it once we sent our cancelled check. We then received a check for 50% of repairs....our policy was to cover everything after a $100 deductible. We haven’t cashed the check and have called he office with...you guessed it...no response!! So Austin, I assume you are in charge of social media reviews, here is your chance to prove you are honest and mean what you say. Elizabeth ** .....Virginia

I had the one year warranty with HMS when I first bought the home and I extended the warranty when it was up. I wanted to have the coverage I previously had on my home and their price was reasonable, so I stuck with them. Their customer service team is very helpful. They are prompt and I've gotten help every time I needed to call. The contractors they sent out for the most part came the very next day. I had one contractor who had to come out a couple times but he was nice and it still worked out. I've had three contractors so far and they were all very professional. They explained what they were doing, who they were, what they needed, what the coverage may or may not be, what I needed to expect so that they delivered and I was not disappointed. The service is great.

TotalProtect Home Warranty helped us out before so we stayed with it. I've submitted claims through the telephone and online where you just turn it in and they call you right back or text you real quick. I'm very happy with the customer service. Also, the technicians work hard to help you out. I have recommended TotalProtect to people.

Cross Country Home Services is the first home warranty I've had. My neighbor has had them and was happy with them so I went with them too. I submit claims over the phone and their process has been extremely easy. When I called, everybody was very friendly and very thorough. And when I've had issues, they've come through and helped. I needed a plumber one time and I've called them for two or three different things. My coverage plan is good. Of course, it went up to $25 deductible, but that's expected. I'm really very happy with everything and the follow-through is very expedient. My experience has been great so far. In fact, I referred my brother and they're customers now.

I just bought a house and the closer agent suggested that we purchase the home warranty with HMS. I reported four items more than two months ago. They came to look at the things and ordered the parts. They came back and those things have been done. But when I called them again about the item that is not completed, they’re telling me that they’re waiting on the home warranty company to give them authorization. So there’s still an outstanding item that has not been resolved yet and it has not been the best experience so far. It’s taking a long time to get things resolved but I’m hoping that this gets turned around.

I had AHS before but the premiums kept going up. Cross Country is better. They cover more and are easy to get in touch with. I submit claims over the phone and that's been easy. The people have been great too. You just gotta make sure to follow up with the person who's supposed to come out and make the fix. The first company I had on this last run never showed up. But Cross Country has covered everything so far. All in all, it makes life easier when instead of forking over thousands of dollars for a refrigerator, they can fix it for $80. I would and have recommended it.

For the claims that I've had with TotalProtect Home Warranty, I've placed one online and one over the phone. After I do that, I would get a call from the company within 24 hours, and usually even within 12 on the day. They would set up the appointment and come to the house to fix the issue then I would give them the deductible. The technicians sent to me have been very nice too. Each and every time, we have had great service from TotalProtect. They've expedited everything and have been very efficient. The service is very simple, seamless and fast.

We were given HMS when we settled on the house and we went with it. Submitting a claim was horrible the first couple of times. They had the wrong tech come out for what I was supposed to be getting fixed, and it took me another several weeks to get an appointment. They ended up cancelling that appointment, saying they did not have enough techs. It took me a month and a half to get my dishwasher fixed. I got the email for it confirming the appointment, but they sent a person out to fix the dryer, which I didn't have any appointment for. They cancelled the tech for the dishwasher and still sent one out for the dryer. I missed almost a day of work because of it, and twice 'cause the second time we had an issue too. I talked to a manager who assured me that a lady tech was coming out that day, and the lady never showed up. I had to have my husband come home early from work to be there, and they never showed up at all.

My AC went out on Friday. The only appointment they have is on Monday and they only work with one vendor! It is 92 degrees today! I have 4 kids and a dog in my house. I called back and guess what... They can't come out until Monday, it is supposed to be 92 again tomorrow! I called the vendor and guess what they aren't open on the weekend!!!

I heard about HMS from a co-worker of mine and decided to work with them based on the warranty coverage that they offered. On my first claim, it took quite a while and I was not happy about that. It took two weeks for them to send a repair person to my house. I was very perturbed and upset because they said that they only had one provider in the area that took care of the appliance that I needed repaired. I called them back and said, “Well, is there anybody else in the area?” They told me no and I had to wait.

TotalProtect Home Warranty's price and deductible made me decide to go with them. The last few claims I submitted were fine but I had some issues with them in the past. Sometimes, it was hard to find somebody who was able to do the work at the time period. One time, I had a plumbing issue and there was no company available for seven days. TotalProtect need to make sure that the companies that they use to come to the home to work and fix the situation are qualified and certified. There have been people that didn’t know what they were doing, they came to my home and cost me a lot of issues. I had to get a lawyer involved in some of these people. They’re not as qualified as they should be. Nevertheless, the TotalProtect reps and the recent contractors' quality of work have been fine.

When I first started with Cross Country, I would call and talk to somebody when I file a claim. But, starting last year, an automated system answers, tells me who to call, and then tells me that I have to call back. I had to go through all of these to speak to an agent. Then, when I get to talk to somebody, he will never follow through. They tell me they are gonna call me back, but nobody ever calls us back. Then when I call back, they make us start over again. If I don't keep calling back, then nothing gets done. One time, somebody put me on hold for 45 minutes. The phone hung up and I still had to call back. The providers that came out though were okay. However, their hands are tied until Cross Country gets back with them.

We initiated a claim for service support when our A/C went out on 5 SEP 18. We had repeated telephonic "disconnects", calls with supervisors who assured they'd follow through and never did, and finally, only after our repeated efforts, was a service provider "in network" identified for us after nearly a week of poor support by HMS. And we had to contact and set the appointment up, only to learn from that provider they long ago discontinued being in HMS' network due to non-payment issues. No one at HMS did their job well at any point in this ordeal, no one returned calls to us, at times when we requested to speak to a supervisor, there were "none available" and no messages for having calls returned were passed.

I called Total Protect because my sink was draining very slowly and lots of water was dripping from the ceiling in my basement. I was told it was my waterline. Someone came out to fix it. Paid 125.00 and a day later I had the same problem. I called Total Protect and they sent out a recall from another company. They came out and told me I didn't have to pay 125.00 again because it was a recall. They claimed to have fixed my problem but 2 days later I had the same problem with slow draining and water dripping in my basement. Now the tiles in my ceiling have fallen down and my floor is in danger of producing mole. Called again to the second company after trying to reach them for 2 weeks. Finally, they contacted me to schedule me for another week later. Meanwhile, water is still leaking in my basement. I called Total Protect back only to be told that my issue was not covered and that there was nothing they could and that I might get a bill from the plumbers who came out to my house because they did not pay them because it was not covered. What! I was so frustrated and out of 125.00. I am on a fixed income and do not have that kind of money to throw away and still, my problem is not fixed. It takes forever to get a person on the line to speak to and when I did and complained they told me the 125.00 was just for a diagnosis which I never got from either plumber nor was my problem resolved. I don't know who is the most incompetent, the plumbers they use or Total Protect. I was told my 125.00 was non-refundable so now I have to call my own plumber to fix the job. What a ripp-off! I could have paid another plumber to fix the job in the first place. What is the use of having a protection policy? I wanted to speak to a supervisor but of course, there is none available and they will call you in 24 to 48 hours. Sike; just to get you off the phone. I am heartbroken because I feel like I was just robbed of 125.00 and I will be canceling my policy. No one cares about you in this company and I do not need to continue to struggle to pay them every month. I also have a 1400 dollar credit in standing with them from an agreement 3 years ago to replace my AC unit but, I have to pay 1500 to get it installed, which I don't have. What a waste. Hurt senior citizen

We had a water heater replaced me than 60 days ago after waiting 3 weeks with no hot showers. So far the service provider has not been paid and is now calling me to pay the $1300 bill. We live in a small rural community and it is embarrassing to get ** calls from the local plumber. I have contacted customer service repeatedly and while they were sales polite no action was taken. The last time I sled they became very rude and behaved in a very unprofessional manner. We are still waiting for this to be resolved. Service was provided 7/6.

I had my washing machine break. The first tech that came out had no idea how to fix the washing machine. The second tech said the motor was shot and he was going to send his report to HMS. A week went by and neither HMS or the tech contacted me. When I called in HMS said parts were ordered. I then get a random email saying they needed to replace the washing machine in whole or give me $$. I completed the online paperwork to get a new washing machine and never received an email confirmation. I waited about a day and called. HMS told me they haven't received my response so their website doesn't work properly I am assuming! I then ask how long it would take to get a new washing machine once ordered. They had no clue. I was told within 24 hours someone would give me a status update. Well it has been more than 24 hours and no contact. Awful situation to be in. I just want my washing machine.

We got Residential MD Gold 10 years ago when we bought the house and we just kept it. I've got a claim now for a stove but a month ago, I had one for the garage door opener. I submitted it online since it was quicker. Cross Country sent us Sears and they usually leave their window within five hours. So, if they say they would be here at noon, they would usually be here by 5:00. Everything that I’ve asked to be fixed has been fixed. It worked out well and I have suggested to a lot of people to get the home warranty.

It's been over 10 years since I first had to mortgage with TotalProtect and I didn't bother changing because in the long run, they are more or less the same with other companies. The reps are very polite and take down the information and the technicians are efficient. They tell the truth and they know what they are doing so I haven't had any problems with any of them. But TotalProtect is usually slow in getting the work done. The last claim that I had was for the air-conditioning and it took almost three weeks before they get the supply to the air contractor. But apart from that, I have no other problem with TotalProtect and I've recommended them to a few people.

We bought our house and the lady that sold it to us had purchased HMS Home Warranty. I’m extremely happy with my experience with HMS. We call them when submitting a claim and I prefer that because I’m much better on the phone than I am on the website. The interactions that we've had with the representatives on the phone were very good and the technicians that came out were awesome. I had a claim for my dishwasher, however, nobody has ever contacted me, and that has been months ago. The rep said that they would send an appliance person out here to do our dishwasher and also our oven door. She said that they will only have one deductible since the techs were coming to do both.

My air conditioner broke so I called TotalProtect and submitted the claim which was very easy. An air conditioner company came out and the whole unit had to be replaced. I called TotalProtect and they told me they had received the report of what was wrong but it turned out that they hadn't, or it didn't get filed properly. My biggest issue is the customer service people that I kept talking to kept telling me that everything was fine and that it was just being researched. But it turned out, it never was. I've been out of my home since the unit broke and I was getting a little frustrated.

Something wasn't covered under the other options that I was given and I decided to go with HMS Home Warranty. My dishwasher claim went well. I submitted it online. The site was simple, but I was confused as to why it asked if the appliance itself was a Maytag or not. I didn't understand what that one was, but otherwise, everything seemed to be fine. The guy that came out was very professional. He walked me through everything that he was doing and what needed to be done. He started his diagnostics and ended up having to order parts. He did the fixing the second time he came. He walked in and we started talking about what was going on with the dishwasher. When he asked questions, I tried to understand what he needed to be looking at. The deductible was a little high but the process was fine and my dishwasher is working now. I have recommend HMS Home Warranty.

These people are lying, scam artists!! Waste of time, money and effort!!

I experienced a leak under my sink and to me it appeared to be a leak from my sink. I go to submit a claim on www.myhmswarranty.com to see if it would be a covered claim but the soonest time slot is 8am to 4pm the next day. The HMS Home Warranty agreement states that sinks are items/conditions not covered so I figured I would go ahead and get my own plumber as I figured it wouldn't be covered as the problem to me appeared to be the sink. I contacted my own plumber as I was unable to wait until the next day as I have 2 little kids and need to be able to use my sink. My highly recommended plumber comes out and informs me once he removes the garbage disposal to fix the loose sink baskets that the mounting flange on the garbage disposal is broken and had been filled with plumber's putty. The next paragraph is from my invoice from the plumber and discusses his services.

We recently had a cook top problem and Cross Country didn't give any repair service as it is not covered by their plan. Otherwise, most of my claims with them have been good. We got good service for our AC.

Many years back, I was looking for a home warranty. Some of my friends were using a different home warranty provider and they did not have a very good experience. With TotalProtect, my experience has been positive, so far. They help whenever I submit a claim and within a couple of days, someone will come and fix it. The technicians give me an adequate window of time on when they will be coming. Then they look at the issue, order the parts, and schedule an appointment when the parts are available. Most of the things they have done are pretty good and I’m satisfied. However, there have been a lot of issues when TotalProtect upgraded their system, but all of that is resolved now.

I have experienced many years of service from HMS, which has changed for the worse over the years. Now, I have to consume a lot in additional costs whereas before there was a standard rate. I also see that less is included in the plan itself, but the cost of the plan is continuing to rise. They also don’t correspond in a timely manner with regards to the issues or problems I may be having. Moreover, the service personnel that works for them directly are not really knowledgeable about the product itself.

I purchased a older home, and bought an HMS warranty at the same time. Less than 2 weeks after purchase, the AC stops blowing. I call a local repair person first and they tell me it’s the blower motor that has failed and it will be costly. At this point I decided to call HMS and start a claim process. This is on a Friday. The local company they called couldn’t come look at it until Tuesday. So that’s a whole weekend in the heat with no AC. I call them back to find other providers but no one can come.

We received this warranty as a part of purchasing our new home. Had I been able to have a say, we would have done research to find someone else with better reviews. But alas, here we are. We have had to handle two different claims with HMS since we bought the house. The most recent that has pushed me into writing this review is for a broken refrigerator. The fridge is currently running too cold and freezing items, but the thermostat says 48 degrees. Our first repair went smoothly. Within 2 weeks, it broke again. Our second repair - not as much. It took over 2 weeks to get someone to our house to "diagnose" the problem. Then over a month to get the repair approved, parts in and repair complete.

This company had me get my own contractor for repair. The reason was they were sending a company over 100 miles away. The pipes in the house would have froze first. I was told pay for it and they would re reimburse me. That was April 24 2018. It's September 12th 2018... Guess what... NO CHECK... I am disgusted with the way that I have been treated by this poor company. Calling is nonsense. I have been told 4 times the refund will be expedited. This has not been proven to be true yet. I give this company NO STARS. If I waited 5 months to pay my renewal, they would cancel me... So DO NOT USE THIS COMPANY... You will regret it.

HMS Home Warranty came with the purchase of my home. I submitted a claim to them on the fridge and it still doesn't work that well. So, I just opted to buy new appliances because I'd rather HMS replace the big stuff like my water heater, which I'll soon have to put in a claim for. My claims submission experience was fine but HMS chose to go with Sears which is a terrible company. Also, their reps were really confused and had no idea what I was making the appointment for, and I made two different appointments. The technician was fine though. I'd tell others to be extremely diligent and not just let the warranty company say, "Oh, we'll repair it." You have to push them, especially if it's an older, high-end mechanical like a water heater, a furnace or any air conditioner. Because that's the purpose of getting a home warranty, to cover the high-end stuff like that.

I was looking for a home protection warranty and knew a couple of providers, but a friend of mine recommended TotalProtect Home Warranty and said that they would not raise rates every time something happens and the others would. When I first started with TotalProtect, I always got a person when I file claims. Now, I get voice prompts but everything is alright. Also, some of the vendors did better than others.

When we bought the house about 10 years ago, TotalProtect was one of the options that the real estate people gave us and we decided to go with it. My recent claim with them went great but there was a little bit of confusion which wasn't their fault. My air conditioning was leaking a lot. The first contractor that came on said he was gonna send in a report to TotalProtect and they would have somebody else from another place contact me because he was not able to replace the unit at the time. But the other problem was that he never did a report. I waited four or five days and I never heard from TotalProtect. I called the contractor and he told me the second company was supposed to come out but I told him that they can't if he hasn't told them to do so.

Submitting claims with Cross Country has been smooth and I’ve done everything online. I have a user ID, I typed in my address and clicked on what was wrong. Then somebody from the repair company called me and set an appointment. They came to take care of it and it was done. However, there was not a specific time that they told me they could be there. They came anywhere from 8:00 to 5:00 and I work so I had to have somebody at my house all day long.

I bought a house and my realtor got the sellers to buy me the 1-year home insurance, so they bought HMS Home Warranty for me and since then, I’ve stuck with HMS. I just signed a second-year contract with them in July. They have a very good service and they took care of me every time I needed them. I usually call when submitting a claim. I like to talk to somebody, so they can help me right there and if I have any questions, they can take care of it. The most recent claim I had with HMS was the washer. It was leaking, so they came out and fixed that. The technician was really good and very friendly. He couldn’t fix it there, so he had to come back another day to fix it. Another time, I got my air conditioning fixed. The technician was unable to come out and when one came out, he put in the wrong motor, so he further messed up the air track system.

Beware, THEIR CONTRACT TO YOU IS MEANINGLESS...IF THIS IS HOW A BUSINESS IS RUN...PITIFUL!!!

I raised the rating a star simply because their damage control was quite fast. Although its upsetting to have to get to this point before good service becomes possible. I will still be dropping this company next year. I wasnt just paying for a service, I was paying for peace of mind. Of not having to worry about expensive repairs/replacements of my in home appliances. I lost that peace of mind after this ordeal. So there is no point in continuing this service.

So had my AC unit go down and I filed a claim with HMS on a Saturday morning. Was told that X company would be out on Sunday between 8 and 5, I was fine with it and thought it was good and would have been if they had showed up. I called the company and they said they would not be able to come out for at least a week and that I currently had no appointment with them. I call HMS this time and let them know, and they setup a second appointment for 2 days later at 8am, at noon no one had showed up and after numerous calls (4 County Heating and Air) with no answer. I called HMS and they said they could have another company possibly come out in the next day or 2, I let them know that I took today off for my scheduled appointment. She was like, "Well let me see if I can reach them," she said she talked to Dave and he said I didn't have any appointment with them.

After writing a review last week I finally got a response from HMS. They said that my boiler (that they hadn't been able to locate for a month) had finally been delivered. However, when my contractor called the warehouse to which he had been told the boiler was delivered, the warehouse said they didn't know anything about it and had not received the boiler. Seriously? PLEASE track the boiler down, confirm its location, and get back to me ASAP with the info. I HAVE NO HOT WATER OR HEAT and when I call the main HMS number no one has the power to help me or provide me with any useful info.

When I purchased my home, my realtor made the HMS home warranty a part of the deal. So, the person that I bought the house from paid for the warranty and that’s how I got it. At first, I didn’t have a choice in going with HMS, but my realtor told me that they would insure all the appliances, so I went with them. But I recently finished my contract with HMS and I went to Choice because they're cheaper than HMS, and I started using them this month. Their deductible is only $75 as opposed to $100 with HMS, and the premium is $47 a month, so it’s about the same cost for the premium but the deductible is definitely cheaper.

When I called TotalProtect, they told me what they had and I was pleased with the facts that they gave me. I got a plan for a rental unit that I have and a different plan for my home. And when I file a claim, the reps sometimes get them crossed up. Then I’d be waiting when the contractors would come out and check on it. I called them two weeks later and they didn’t have any clue of what I was talking about. I told them that they probably got the wrong contract and we were able to get it straightened out.

TotalProtect has an automatic claim option so I typically call them when filing a claim. My experience with the contractors has been overall good. My biggest challenge, however, has been understanding the things that were not covered. I’m sure that’s the case with many home warranty contracts, so they have to be very specific. They assume that it’s going to be something you will remember from the contract, whereas a homeowner we don’t really do it that way.

Submitting claims with Cross Country over the phone has been easy. However, my coverage plan is minimally adequate. When I went to file this claim, I didn't have my contract number. I had to get on the Google to search who the contract may have been with and that led to me looking at some of the reviews. The reviews were not positive in terms of people's experiences. I was thinking I might also have a negative experience since things may have changed so I started researching some other home warranty companies. Some of them, for about the same price, had more items in their coverage.

I am a customer with Sears for 3 years. Upgraded my appliance warranty to a total home warranty plan June 1st. On August 10th Sears said they In the 3 years with Sears with Cross Country, and they would approve my claim for the air to be fixed. On August 13th the service man came out found parts, and went to order them. He said the claim was denied, because of preexisting conditions. There has never been a claim in 3 years on the air unit. I came out said it was dirty, and my husband cleaned it, because this should of been done under the appliance warranty for free.

Dear Steve Upshaw, CEO, my family and I have been without A/C since July 13, 2018. I've had made several calls and 4 providers has been assigned. The process has been totally confusing with overcharging of the recall fees and customer services lack of knowledge and understanding of the process. Also, when asked for an escalation I have been told that case management is the highest level of escalations and no other persons or contact information is available. Not to mention, I was expecting a call back from a supervisor since last week and no one has called back yet. I am a very disappointed that your company has failed to resolve what is consider a minor issue. I should not have file a BBB complaint to get the attention required to resolve this matter.

When I bought the house, the realtor provided HMS Home Warranty. My most recent claim was for a clogged pipe and it was great with the plumber that came out. It was a great experience and I recommend HMS. It's a peace of mind. If something breaks, at least you know what the fix is gonna cost.

When I bought a house in Naples, a friend said I had to get a home warranty for it, so I listened to her and I got one. Based on her recommendation, I went with HMS Home Warranty. I've had good experiences all the way around in submitting claims with HMS. I've done this over the phone and online. For the most part, the contractors that they've sent out have been good, but there's one that I will never use again, although I don’t hold that against HMS. When I call HMS and they recommend somebody to do the repair, I can tell them that I don’t want a particular contractor and they listen to me. Overall, my experience with them has been easy and good. They do what they say they're gonna do, so I'm happy. People should use HMS and I plan to continue using them.

Cross Country bought out my company and majority of the time, the reps don't even know what the process is. They can't tell me how long it takes, from the service call to the technician to the approval of a part, and how long it takes for the approval process to approve a part. Also, they can’t tell me or provide any tracking information for a part that is allegedly in or ordered, and how long or where it is in the shipping process. Also, it takes some additional time to figure out when the part actually arrives at the vendor for the installation date. It's a pretty long process especially when you're talking about an AC in a 104-degree weather, or your refrigerator goes out, and it takes you three weeks to get a part that's on hand at any other repair store.

I received a letter a couple of years ago in the mail. It had my mortgage company's letterhead on it. They sent it out on behalf of TotalProtect. At first I was a little skeptical. I did a little research and TotalProtect turned out to be awesome. I usually call to submit a claim and their reps have really been helpful. They go above and beyond to satisfy me. There’s a couple of service providers that I do not want to deal with anymore and they make sure that I don’t get those providers anymore.

A month ago, I called TotalProtect about my dryer. It was a dryer that no one had seen and worked on, so it was a trouble trying to find parts for it and it took a while for me to find out what was going on. I was calling back and forth and then one rep that I spoke to was hostile. I asked for her name and she said, “I gave it to you once and I’m not gonna give it to you again.” So I asked to speak with a supervisor and the rep informed me that all the supervisor was busy. So I was not able to speak with one.

My sister, Pat, had always been happy with this company's protection. So when I got my own mortgage after she passed away a couple of years ago, I continued with it. And I’ve been very happy with the service. The claims are very easy. I just call TotalProtect on the phone then they give me a claim number and notify whoever can take care of it, whether it’s an air conditioning problem, a plumbing problem or whatever. Then the contractor calls me to schedule an appointment. And it has worked very well. Unless there's a weekend involved, I usually don’t have a long wait to get the service done so I’ve been pleased with that. The most I've had to wait is three days. But usually I can be scheduled within a couple of days.

Cross Country's reps were all excellent and they got everything going. Submitting my claims has gone very well and we have a plan with great coverage. We're pretty satisfied and it's been easy to deal with the company. They've been fair and honest, and they did exactly what I paid them for. I would tell others to go ahead with them.

I call in my claims with TotalProtect and everything with their reps and the technicians they send have been fine.

We bought a house that had the HMS warranty on it. Then something went wrong and the contractor sent out by HMS responded quickly and were fast in getting the problem fixed, so I stayed with HMS and kept the home warranty with them. If somebody is treating you good, then there’s no reason to go to somebody else that may not do so.

I have been without a water heater since August 21, 2018. The company that HMS has contracted to come out has did their part by providing the information on the size and measurement and HMS still ordered the wrong water heater. My family is still without a water heater today 09/08/2018. All I keep getting is that HMS is waiting on verification from the contractor that the measurements are correct in order for them to reorder the water heater. This is unacceptable. If HMS has not heard back then it is time to move on to another company to get the work done. My family should not have to keep boiling water to wash at a sink. I have to stay at a hotel on the weekends just so my family can actually take a shower. I am putting money out on hotel and paying HMS. It is a inconvenience for me because I am taking care of my father who is battling cancer and it gets old for me and his home nurse to boiling water too.

I had the dryer messed up and the contractor from HMS Home Warranty came and checked it out. They couldn't find the part, so they ended up replacing it. The claims process went along smoothly and dealing with the rep was good. HMS is a good warranty to have.

We requested HMS Home Warranty when we purchased the home so we got set up with them. Submitting a claim to them has been satisfactory. When I called HMS for an AC claim, they chose the contractor and the contractor made the appointment. The contractor came out and checked out the issue, and they checked it one day and added more stuff that didn’t work. The next day we didn’t have any cooling and so they came out a couple of days later and with a different person. He took a look at it and said, “No. It’s definitely leaking.” And then submitted the report to HMS.

My experience when submitting a claim to TotalProtect has been good so far. Their claim process was very easy and my interaction with their rep was very good. On the other hand, my interactions with the technicians were excellent. I feel very good about the quality of their work.

My interactions with Cross Country's reps have been highly variable, from perfect to abysmal. It all depends whether or not the person you get on the phone is familiar with your case and can handle it properly. The last time I talked to them was in between. It took them eight times to repair the fridge until they decided to offer a replacement. It had gotten so frustrating. They ordered and installed parts, but nothing worked, so now they offered a replacement. It took Cross Country three months to realize that nobody they sent understood the problem.

I've been with TotalProtect for a few years and the technicians they have been sending were fine.

This is my 3rd claim in two years with HMS. The first time they came out for a repair of my heating system. Company they sent was great, fixed on the spot. Next repair was for my dishwasher. They came out right away, told me I needed a new part and almost a month later the part was approved and someone will be out to install it.

I had a good experience with claims dealing with Cross Country. I called in a few air condition, stove, microwave and a couple other things. They set up a file and they gave me a person who would come and fix it. Within a day or two, a technician was out to fix the problem and the service was good. I used Cross Country because service calls were 150 bucks a shot. I felt that was too much for the area. So, I went with a home warranty company. However, it was less way back because my first service call was $50, then it went up to $100 and I wasn’t too pleased about that. Eventually, I sold the home so I don’t have the plan anymore. Still, I enjoyed having Cross Country's warranty and I recommend it.

My claims submission with TotalProtect went very smooth. I did it electronically. They recognized my phone number and asked me what was wrong, and then they referred it to a contractor and gave me his number. I followed up with the contractor and it was seamless. It was a weekend so I called him and left him a message. He called me on Monday and set up an appointment. He came out the next day and told us we needed a whole new system and the good news was they were gonna pay for it. The bad news was it might take a couple of days for the air conditioning unit. We were without air conditioning for a couple of days but other than that it was great.

Submitting a claim with HMS Home Warranty has been great. It's been simple. I've only had two claims, and both of them have been really smooth. It usually takes a day for HMS to get a contractor out. The contractors were perfect! They were very cordial and I like the representatives. They worked really quickly and they were very informative. HMS is a good warranty program. I'd recommend it. It gives you peace of mind.

I've been with this company for a few years, and should have saved my money. On one of my calls on a broken appliance they refereed me to a vendor. I called the vendor and they claimed they could not work with Cross Country. I called CCHS back and they found another vendor who took care of the claim. Another time when I filed a claim about a broken toilet, they called a vendor that seemed a bit questionable, the business was not set up to take credit card payment, and appeared to be comprised entirely of an elderly technician who could barely make it up the stairs, and his sweet and helpful granddaughter. The old guy got it fixed, I wrote a check to pay the co-pay, but wondered just who CCHS contracts with. They don't seem to do research, and I worry if these people are actually licensed and bonded, as they enter my home. This appears to be the case with my last claim.

I have had my warranty with this company for over 15 years and service has steadily declined. I called on August 2, Sunday to report my AC was not working, I live in Savannah, GA where the heat index is 105 or higher. No one came out until Thursday to check it, when they did they said the entire system would have to be replaced. This company refused to do that so finally two weeks later the repair that they completed resulted in hot air blowing in my house on a 95 degree day. The repair person said that they would have to replace the air handler and sent in the request. Three weeks later my husband and I are still living out of our cars and in hotels when we can get an affordable rate. Today is September 6, 2018 and no one knows when my AC will be repaired. The parts have not been ordered or authorized. I've spent over $1500 in hotels and over $500 in boarding for my pet because he could not be left all day in a hot house. Buyer beware!