Cinch Home Services Reviews

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

I am new to the area and I didn't know too many contractors in case something should happen in my home. I also needed assistance. I respect my Realtor’s opinion and she gave me very good recommendations regarding the benefit of having a home warranty, and HMS Home Warranty in particular so I went with it. I called to submit a claim and they got back to me quickly. I had a service person contact me in less than 24 hours. The technicians who came out were very professional and thorough. They explained exactly what was going on and took care of the situation in a reasonable amount of time. They did a good job. HMS is well worth it when you have it. Their services are not only worth the money but also very professionally done.

I normally call Cross Country when submitting a claim and my interactions with their customer service rep have been fine. I also got to interact with their technicians before and everything went well. But the timing was not done at my convenience, and I had to wait a bit. For my last claim, a mechanic was alerted and he called and made an appointment. He came and did the work. I paid my deductible of $100 and because it was a necessity, I had to get the parts in a hurry. When I got the parts, I told them I should be reimbursed for the parts I spent. I called the company but they didn’t say anything back to me. That aside, Cross Country is a good plan.

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

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

We had a claim in July that was approved for owner-co, where they would reimburse us for a plumber we called as immediate help was needed and none of the HMS plumbers were available for several days. We had a great plumber come out and do the work; however, we have yet received the reimbursement payment. We were told check was mailed twice. However, from reading the other reviews it seems to me that this is what they do - say the payment was mailed but do not mail anything. If you are counting on this to save you money I would recommend that you don't.

BUY another plan. I have had a broken water heater for 2 weeks. I called 20 times. They made various promise to call me back in 24 hours, 48 hours, and nothing. The service is so bad, it is actually funny. The company personal is impossible to reach. Each person needs you to explain the situations again. Even when I set up communication with one person, the person NEVER called back with the promise answer as to when the repair would be completed. Truly, truly awful. I am still waiting.

We have HMS Home Warranty and called in our first major claim (a small claim was used last year) and the company comes out is very reputable. They come out and take a look at the issue and then give us a quote for repairs. Reading my contract I understand I will have to pay for some but $1400 of it? What are you covering? I call both the company and HMS and nobody wants to tell me what they are covering and what they won't be covering. 2 hours on hold between the 2 companies. I like it because the company comes out and tells me that its only good for 60 to 90 days! Who does business like this?

I submitted a claim for the refrigerator 3 months ago, after to prior claims of the same appliance that was "fixed". At first we waited like two months for a part that needed to be replaced, after several complaints the part finally arrived and was replaced, a day after the part was replaced the refrigerator was not working again AT ALL!

I went online to file a claim with AHS for an air conditioner. My mom, who requires care, lives with me and the air conditioner that was affected was that on her side. I called on a Friday and the only choices were the following Monday so I had to call them to get pumped up in the priority. It takes a long time just to get somebody. There are all sorts of menus to go through but the people on the other end of the line were fine. It's just that it's hard to get to what you need. They offered somebody and they weren't gonna be available till Tuesday or Wednesday, so I said that we need somebody else. But the people that came to work did a great job. They came on time. They advised us the things that needed and didn't need to be done, and made recommendations. It was excellent.

We bought our house back in 2016 and it came with a home warranty. We were given an option and we chose Landmark Home Warranty at that time. However, we had a hard time with them. They said they were going to cover everything but we live right near the lake so they also said they were having a hard time finding people to do the different little things that we had come up. Thereafter, we went online and found TotalProtect. They had the highest consumer ratings and we also liked what they cover, the price they charged and the fact that we were able to increase it and then pay monthly. We were able to get more coverage for less out of pocket expense. Now there is a bigger deductible, but that's where most of the insurance goes.

I love stress-free experiences and having TotalProtect as our home warranty provider is one. I've been with my mortgage company for several decades and I always have a very good experience with them so when they offered a program with TotalProtect, I elected to take it. I assumed they promote somebody they trust and that all their customers have been dealing with. Also, things go off and TotalProtect provides some cover in case something happened to some of the appliances and part in the house. I had two small claims on a couple of appliances and they've been great so far. There was some failure and it was resolved within 24 hours. I called and the process was painless, quick, and really without any stress. People always deal with a lot of back and forth in most claim services, but it's simple with TotalProtect. The execution was flawless too. I'm very satisfied.

Submitting a claim to HMS Home Warranty has been very easy and the technicians that they sent out were great. It was easy to get a a hold of them, they were friendly and on time. They provided prompt responses and completed the jobs in a quick manner. The overall quality of their work has been great. I'd continue to recommend HMS Home Warranty to other people.

I’ve had my home warranty since I’ve had my home and I call in when I submit my claims. Their reps are very excellent and they do great follow-throughs. I've always had a positive experience with them. Having a home warranty in our home alleviates worry and I’m very happy.

Been waiting since June to get my dishwasher fixed and waited 3 months this summer to get my air conditioner fixed. Company is horrible, service people are horrible, if you are not already a customer, look elsewhere, no other company can be this bad. They insist that issues are different so that you have to pay additional deductibles. Called in June and my dishwasher did not work, someone came out and did something and it worked for a week or so (was on vacation during that time and dishwasher leaked all over my kitchen floor) - called them back and they said we would have to pay another deductible - clearly one issue, dishwasher did not work and was still not working properly. Waited 3 months for parts to come in and now they are saying I have to pay another $100 and they won't do anything unless I do. Horrible service, so aggravating and even worse is there is no recourse and no one to contact to try and get resolution.

We recently needed to contact Total Protect because our 3 year old AC broke in August in Florida on a weekend. We called and were given the name and number of the only AC repair company in the area. Apparently they have only ONE AC service provider in all of the Jacksonville, FL area. We were given the "emergency" number and left a voicemail. No one called back that Saturday, Sunday or Monday. I resorted to contacting another AC repair company to have the issue fixed. Total Protect will NOT refund us any portion of the cost to fix the AC because the provider that I had no choice in hiring wasn't "authorized" by them. Even after my AC was fixed, the original provider never called. How long were we supposed to wait?? It was August in Florida and Total Protect could not care. I will be canceling my policy and would never recommend them.

This company will anything to not support your claim. I belonged to them for many years and did get some service from time to time, but it was always a struggle. In this particular case, they provided me with a plumber who had no clue as to how to fix my shower. I begged the company not to send them as I had dealings with them before, but they did, and I now have even more issues prior to them coming over. Do yourself a "big" favor - don't sign up with them. I just cancelled and already feel relieved!

I have had HMS for over a year now. Recently their sup contracted services have been terrible. I have had a claim for my range scheduled through Sears for a month now. On Monday, they called to cancel because the tech’s van broke down and rescheduled for Tuesday. On Tuesday they called to cancel because the tech was sick. When calling Sears to get someone out, the service representative was extremely rude. Said they couldn’t schedule same day appointments even though this has been scheduled for a while now and both appointments were cancelled by Sears.

I've been with HMS for 10yrs. I've never had a horrible experience until this past months. Back in May of this year I had a problem with my AC unit, I call to filed a claim and they send someone from Airmax heating and air conditioning. That provider came to check my AC unit and they send information to HMS after that I had to wait a whole month for them to get back to me. They fix the AC. I pay $100 dollars deductible plus extra $722 dollars of my pocket. Two months later (August) I heard a weird noise on my attic where I have my AC unit. I call HMS to filed a new claim, they send someone from a provider ALL STARS, and I pay another $100 dollars.

When we bought the house, we received an HMS Home Warranty packet that had their information in it. So, when I had some stuff that quit on me, I decided to sign up with them. Their claims process was very fast and efficient. I called and their reps were very nice. They helped me get through exactly what I needed. I've had the same technician out several times. Once was for the garbage disposal and the other for my air conditioning, and both experiences were very nice. I was very pleased with the outcome of everything. I'd tell others to sign up with HMS Home Warranty too.

HMS has been wonderful. The real estate person who I bought the house from recommended them and I have them since 2012. I have been satisfied with them, so I've no reason to change. When I submit a claim, they respond very fast and get me an appointment quickly. I like to do it on the phone. There's an online option, but I usually like to talk with somebody. When going online, I have to wait for them to respond, but if I do it in person, I get my answers quicker. Usually when I put my claim in, they give me different appointments then I set one up to my convenience. I have always got my point across to their reps and they have understood me.

I've used Cross Country four times and they've been great. I've been with them for close to 10 years and they do everything they say they're gonna do. They've fixed everything I've asked them to fix and they've done it promptly and set me up with excellent vendors. They've made their system more automated. Where it used to be, you would call and talk to a service rep, and they would either email you or give you information how to contact the vendor directly. I used them about a month ago for the air conditioner, and it was all automated. I just entered when I wanted an appointment for, and they gave me a direct number for a vendor. I called them, the guy called me right back. Their claims process is very simple. I just pay the $100 deductible directly to the vendor they're using and submitting the claim has been really easy as one phone call.

Somebody in my wife's work told her about TotalProtect. She knows they've done a real good job and since we were looking for a warranty we signed up for it. For the best part the contractors have been really good. But I've had one contractor for AC that was very terrible. The lady that's done that was trying to charge me for a whole lot of stuff that was not actually for work performed. She said that she had to cut us access in the attic. I said, "Okay," which was a lie. I knew better. I said if they have to remove anything in the attic and do anything extra above what is normal, I will be more than happy to pay the bill.

My husband had TotalProtect on his other house. They've always been good and reliable and he always had a good relation with them. Because I never know when things are gonna go down, I decided to get a TotalProtect home warranty. Submitting a claim with them has always been good. I call them, they get somebody out here, I pay my $125 and the techs fix it. They come in less than a week and they're always friendly and nice.

We purchased a house back in 2014 in Florida and the previous owners had purchased a home warranty from HMS on some of the equipment that was in that home. That first year, there were failures with the pool pump and we were impressed that HMS was able to get their third-party groups out there to fix the problem. We had a good experience, so we continued to renew the warranty in the Florida property and then we also took out a policy through HMS on our home in Chicago.

It makes sense to protect yourself if something happens in the house. Appliances get broken and it’s expensive to replace them, so it’s better to pay something monthly than pay the whole thing at one time. I had Home Shield before I switched to TotalProtect Home Warranty. I called TotalProtect and I asked some questions about the air condition, and I decided to try them. Thankfully, I never had issues with my air conditioner. I’ve also been happy because a couple of times things have broken and they were repaired or replaced.

HMS Home Warranty's claims process has been very seamless. I've only had to use it twice but it has been a very easy process in both times. I've had the same technician come out in both times and he was very professional and took care of the problem very quickly. The quality of work was very good. It was very good experience.

We've had Cross Country for about 10 years now to help us take care of appliances. When I have a claim, I just call and tell them what it is and then they call me back and set up an appointment. The techs let me know when they're heading out and they take care of the claim. The customer service reps from Cross Country are always pleasant and they take care of the claims for me. Their contractors have been good except for one company. They didn't do a good job and we were not happy with them. The tech was supposed to replace the faucet in my shower because it had stripped out and I couldn’t fix the knobs anymore. He bought a new faucet but the knobs stick out about six or eight inches from the wall. They were way too long. Other than that, everything has been good with Cross Country. I recommend them all the time.

There were two separate things where we needed to use HMS Home Warranty and on the first time, I filed the claim over the phone. On the second one, I did it online and then they called me by phone. It was very seamless and I was impressed with the online process. One claim was weird though because HMS didn’t have anybody in the area that could service it. We ended up not utilizing that claim because it didn’t end up working out. The other claim went super well and it couldn't have been a better experience. Our air conditioner was out and it was a really hot weekend. The owner of the company came on a Saturday morning because the parts came in. He went above and beyond. He expedited the parts and personally put them on for us so that we didn’t have to go the entire weekend without air. I was happy with the service.

I have TotalProtect and their customer support team provides good service. However, it's been over a month since my boiler hasn’t been working and I submitted a claim but it's still not working. They sent a technician but my boiler is super old. When I first applied for the coverage, they said that I would have only the co-payment and everything else would be zero out-of-pocket. Now, I'm being told that if they got to work on my boiler to make everything up to code, then it would be all out of my pocket which wasn’t in the initial agreement. Otherwise, everything else is okay.

HMS was suggested to me by my real estate agent when we were purchasing our home and the warranty was included with the purchase. I was not very educated about the different home warranty providers and based on that recommendation, I went with HMS. I have HMS for a year now and I renewed the home warranty when it expired because it covers appliances only essentially and we are planning on updating them. They were old and due to be replaced anyway.

We had a warranty before when we purchased the house, so we wanted to continue for peace of mind. TotalProtect had the full coverage, unlike my previous one. Also, TotalProtect's deductible was lower than the other. Submitting claims had been very good for the last two couple of times. Before, it took longer because they had to order parts, and then, it went to the approval department. Even so, the interactions with the reps and the techs were very good. The techs were on time and did their job.

Forget about getting a replacement. I have been fighting with this company for six weeks trying to get my oven repaired or replaced. They contracted Sears to come out the first time and they stated that the model number was illegible and that they could not order parts because of that. Fair enough, so they called the warranty company and had another company come out, the earliest available time was a week later on a Friday (just in time to not have it resolved the following weekend). They stated the same thing... so now a total of two weekends go by. We reschedule, but this time, we talk to HMS and tell them to notify the next technician that there is no model number, so they called them and the now third technician refused to service because of the illegible model number... so HMS sends my job to "dispatch." Oh, and you can't talk to dispatch, instead dispatch sends it out to a distributor.

Not very happy with this service. I have had this warranty, paid in full for year, for 8 months. I tried to file a claim online and says that a faucet repair is not covered although it is listed under plumbing kitchen faucet. I called the customer service line, go through the automated options and get no answer, not even an actual human being. It's a waste of money. Cheaper to google and do it yourself.

I'm beginning to wonder if TotalProtect is worth it. I've been paying $45 a month and they come and do one particular thing and it's a $100 deductible. The plumber came to put in a wax ring on the toilet, and it took him about 15 minutes. The other thing I had them do was one of that V-shape plastic baffle that came off that goes inside the washing machine which pushes the clothes around. It was also a $100 deductible. The tech who came said he had to order that part and the part was $6, but I had to pay another $78 for him to come back and put it in. I couldn't use the washing machine without that thing in there. But they said it wasn't mechanical, so they don't cover it.

TotalProtect Home Warranty had a good price on everything and as a new home buyer, I really didn't know exactly how well things were at the house and it just added protection for me. I've filed quite a few claims with them and it's easy to do. You just go online and their site is user-friendly. Also, the technicians have been wonderful and the quality of their work is excellent. But there is no communication back. They say they are gonna get a person out to me. But for the last two times were either on a holiday or a regular weekend, and they couldn't get a provider to come out and see me. I told them that I could get a provider out, and they could do that too if they wanted to. Then they said that they were not part of the plan, but they did let me use another provider to take care of my last two claims. It's aggravating that they only have limited resources to be able to pull from.

I get a sense of relief at home having Cross Country. I've been very happy and I would stick with them for some more time. I would tell others to go ahead and just do it too. They're a good company. Somebody gave me a reference and I picked it up from there and never went back. In terms of the coverage, they have increased it slightly and I'm a little bit upset with that. But otherwise, it's okay. The claims submission process on the phone is very simple. They're very efficient, prompt and technical. Plus they're concerned people. When the problem isn't solved, then they follow up quite vigorously.

When I bought the house, my agent linked me up with HMS Home Warranty. I stayed with them as other home warranty companies cost more for the same coverage. I make a phone call whenever I have to submit a claim and they give me the name and phone number of the company they are referring me to. Then, when I call the company or when they call me, the claim has all been set up. Also, their customer service has been good. The technicians who come out have been very professional. They come when they say and they get the job done in a limited period of time. I have been very happy with them and I am satisfied with the quality of work performed.

The air conditioner wasn’t working and I submitted a claim with HMS Home Warranty online. I was able to get somebody out quickly, which is a big improvement. However, the time window that I was given online was different from the time window that the technician called with the day before, which was the next day after I made the appointment. Originally, the appointment was scheduled from 6 to 10 a.m., then when the technician called me, he said it would be 9 a.m. to noon. I waited from 9 a.m. to noon, but I hadn’t heard from anybody at noon, so I called and was told me that it was 2 p.m. to 4 p.m..

I've been with Total Protect for over 20 years and received excellent service for the first 15 years. The last 5 years has gone from BAD to WORSE. It appears as if every time there was an increase cost for coverage, which was every other year the service didn't match what I was accustomed to the first 15 years. I started with monthly payments of $9.95 per month with a $35.00 Service Call Fee. Today It's $29.99/$100.00. Enough of that, I never do Customer Surveys but this one I can't let go.

My elderly parents have a Home Warranty Membership with Cross Country (which originally was a Sears Home Warranty). This company is just horrible. For more than a month, their furnace has been broken. During a heat wave, they had no AC, and now that it's cold in Chicago, they have no heat. And what's the holdup? Cross Country hires third party companies to do the actual service (in this case Nortek Environmental Inc, which has been truly wonderful to my parents, but their hands have been tied by Cross Country). CC ordered cheap, broken parts that were sent to Nortek and needed to be sent back. And then when the correct parts did end up coming, CC took those parts back because they cost too much money. What the heck?

Do not get a warranty through this company! When my furnace broke I was told I should pay the contractor up front and submit the receipts to get a refund. I submitted the receipts in June and it is now October and I am still fighting with them for my refund! I have called multiple times, talked to a supervisor, officially filed a complaint with HMS and now have contacted the BBB since they refuse to refund me.

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.

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.

At present, I'm continuing the HMS Warranty that came with my home when I purchased it. Submitting claims by call to them has gone smoothly for me. Their reps have very good professionalism. While their technicians are also very good in general, the first tech for the past claim I had didn't try to do anything. Still, the second serviceperson tried to see what the problem was and helped fix it. It took time to solve my issue but everything has been working well thus far.

I had very good experience filing a claim with TotalProtect. They had a very quick response. I got the warranty due to the age of the house and the appliances. The price of my coverage monthly is satisfactory. I know that the deductible has gone up a little bit but with today’s economy, that’s kind of expected. $125 for the repair of an appliance on site is very reasonable.

Cross Country is way below our standards. They don't contact us immediately, so we call our claims in. Then it takes about a week or over a week for them to reply to whatever problem we’re having. The contacts on their list don’t even exist most of the time. We had to find our own service people two times in a row and the first time was when we got garage services.

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.

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.

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.

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.

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 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.

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.

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.

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.

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.

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.

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 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.

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.

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.

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 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.

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.

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.

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.

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.

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.

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.

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 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.