Cinch Home Services Reviews

My HMS product brochure comforts me by saying, unequivocally, that my "plumbing system" is covered. I called about a kitchen faucet leak. Not mentioning that faucets aren't covered, HMS sends a tech and charges a $100 deductible. A week later (after I hadn't heard anything and had to call them to follow-up), they tell me the claim was denied. They refer me to the fine print. Sure enough, faucets are excluded. (But remember where it said my "plumbing system" is covered?) Deception is the name of the game with these guys.

I have been trying to get my AC Unit repaired by Total Protect since July 6th and on August 20th they finally completed the job. But the experience with both Total Protect and Contractor was not pleasant. During this process they (Total Protect if best call me to inform be of what was going on only twice; as well as contractor. They continue to blame each other, when I call Total Protect they would say its on contractor, so then I would contact contractor and he would say he could not contact them. The problem I have is that now since I had contractor finally to fix my unit on the 20th, I was then told I had to pay $675, which no one during any of the conversation with Total Protect even mention, so they are now since I have called and ask why no one told me about these expense. My complain is that at no time during this process it seemed that Total Protect cared about the customer, they did not care that my child had to live in Den instead of her room. They have never tried to correct the bad experience, by offering to help ease payment to contractor that they never ever communicated to me until I called and questions why I was told. I at this point don't think I could refer anybody to a company that doesn't care about their customer or their family. But had to give a one star, because I could not mark as zero. AGAIN THE WORSE CUSTOMER SERVICE I have even experience hile in the military and currently.

First call was made on June 15th. Our A/C unit was not working. August 20th A/C unit installed. That is Over 9 weeks with no air in 90-100 degree weather. Customer service agents were nice on every phone call. With 2-4 calls per week it seems their system is not easy to navigate. I would get a different answer and opinion each call. And 9 weeks later they still don’t have my name correct in system and no one can figure it out. Emails, messages and work orders still under the seller of the house we bought. Third provider was A+. Yes it took 3 providers to get the job done. Very stressful. And to the person who will respond to this - don’t waste your time trying to save face. I’m still waiting on a call from a “manager”.

I decided to go with Cross Country based on the price of what they would charge for service. I had customer service but they ain’t worth anything. The only time I had a claim out of the four years that I’ve been with them was when my air conditioner went out. The techs came out but they left their own part and they would insist about giving me some air, and I didn’t like that. The service took months and months, so I just bought my own air conditioner. I am very dissatisfied.

I moved into my house in 2005. Now, I'm retired. I spent many years working in the insurance industry for insurance companies. Some insurance companies include a home warranty coverage option. When you buy their regular homeowner's insurance policy, you can also buy the home warranty coverage, so that gave me the idea that I should look into it when I bought my place here. Furthermore, realizing that we had central air and a gas furnace made me realize that I better make sure that I could prepare for some unexpected expenses and I better take advantage of this home warranty. One person mentioned to me about TotalProtect and something hit me to say I better check into it.

We are happy with HMS Home Warranty. It came when we bought one of the houses some time ago and we renewed it since we get good service. Whenever we submit a claim, my husband calls it in and the technicians have been very good. However, we had a problem with one of their vendors. That aside, HMS is very easy to use and we would renew again.

We have been with this company for 3 years now and have never had a problem with them until this year. We are now going on 9 weeks with no AC on our first level and basement and every time we call we get put on hold for 10 plus minutes, have to have someone look through the entire file (which has now been reassigned 11 times) and the AC company who is coming out to fix it has yet to hear from them or get the parts they need. We have a 1 year old and two dogs and our house has been 80 plus degrees all summer. They offered us to find our own provider and a set fee but when we found them and they submitted their assessment of what’s wrong HMS did not agree. We’ve paid for that service all out of pocket right now, and had to get a 3rd company out to “reassess” for home warranty. We are extremely upset and can’t get anyone to do anything at the home warranty company. 9 weeks now and we have nothing done.

I liked the coverage of HMS and I renewed the contract. Almost a year, before I took over the program, I had a microwave go out. When I reported it, everything was taken care of fairly quickly so I was satisfied with that. However, there was a gap between me knowing the decision; One week went by and I decided to call the sub-contractor.

Somebody had told me that when his air conditioner went out, he got a brand new air conditioner with TotalProtect. I didn’t believe it. When we got TotalProtect and the AC went out, they did replace our unit with a brand new one. We also have had claims for the water heater, the roof and the lights. A technician was also sent out for our refrigerator about two months ago. The issue was an 89-cent part and he fixed the refrigerator. Trust me. The warranty helps.

Years ago, we had a home warranty on the home that we bought. Then my husband decided to get a warranty from Cross Country Home Services. I've had to talk to the reps on several occasions and most of the time they’ve been very nice. We’ve had a couple of times, though, when we tried to find out what was going on with something and they weren’t very helpful, but that’s true of any company and you’re gonna have some good times and some bad. Submitting a claim with Cross Country has worked out pretty well. But there have been times when they didn't have any contractor available and instead of letting me know that, they just put me on hold until I called them back and asked what the problem was, and then they told me what company to call. Nevertheless, we would recommend Cross Country. We’re part of a group on Facebook and a lot of the different warranty companies are out there, and people talk about their experiences.

I filed a claim in May for an central A/C issue. Technician that came out said it was an electrical problem that he could not fix. They gave me a service provider that did not return calls. I had to call and get a new service provider number. I called them and the new service provider was 1.5 hours away. I called HMS and they said they have to put in a request to their dispatch department. After several more calls to them HMS said they could not find an electrician and authorized me to find one. HMS said the technician had to call them before any work was done.

Called fridge in for repair June 8, couldnt get a tech here until July 28th, so made several calls and they moved it up to July 13th. Sooo after many calls and being charged for repairs it still isnt fixed, it's now 8/19. I have spent hours over the phone, they dont keep track of your needed repair, this company should be sued for taking people money. I believe I paid over $800 for this warranty, all its been is a big headache and throwing good money at bad money, and still no fridge. Lucky I have a deep freeze and a 2nd fridge in recreation room, I have had HSA & American Home Shield in the past with no complaints, but this company is a complete joke, save your money... time... and headache, this HMS Home Warranty isnt worth the paper it's printed on.

When we bought our home, HMS Home Warranty was included for one year and we’ve had them for five years now. I usually file my claims by phone and their reps are nice and responsive. I've had some really good contractors and a couple that I wouldn't want back. I have expressed that to HMS in the past and told them not to send them to my house and they’ve said okay to that. Then I had a little difficulty when our air conditioner went out. It needed to be replaced totally but HMS would only do repairs, which still worked fine. However, the company that came out and worked on it really thought that it needed to be fully replaced because for what the investment was to repair it and with just a little bit more, they could've put a whole new unit in. That has been a little disappointing but, overall, HMS is good and they have been beneficial for us whenever we've had a problem.

I call TotalProtect for claims and speak directly to a person, which is good. They've sent out good technicians too. The last claim that I had was for a water heater and they sent out an excellent technician who handled it without any problem. However, I wasn’t happy with the people that they’ve sent out for my heat and air conditioner. It took me about four months to get that issue resolved. I had to buy electric heaters as it was in the winter and our heat was out. I never could’ve gotten my heat fixed, then I finally spoke with a very good guy from TotalProtect about sending me a whole new person for it. He resolved the issue.

My AC went out and it's in the humid 90s here in Maryland. i called total protect and placed a claim, they did come out to my house in 2 days. However, it's been 11 days since they came out and my claim is still in 'research phase'. 11 days to research whether the part they need can be ordered. I've called several times and each time they state all the file says is that it's in research phase. No other comments. One lady told me she would 'red flag' my claim. I called back the next day and the person on the phone told me there is no such thing as 'red flag' and nothing was placed on my claim regarding it. I've been told they will look into my claim further and call me back, no returned phone calls. I've explained its over 90 degrees in my house and the humidity is starting to make my floors and carpet wet. My kids and are are miserable. Nobody seems to care. You cannot tell me that in 11 days you cannot determine if the part can be found or not. I have the dehumidifier running and changing it every few hours because it fills with water because it's so humid inside. I pay over $50 a month and have been a customer for over 10 years, I would think they would treat their customers a little better.

I have been with Cross Country Home Services for 14 years and Cross Country has gotten much better in the last three years. Their customer service people are much more responsive and they seem to be more timely in their response. I am pleased and I have recommended them. I had an issue with a dishwasher and the contractors had to come twice. They said it was a timer, ordered a timer, came back in a week, put that in, but it didn’t solve the problem, so I had to call them back and they came back out a week later. They couldn’t get to me right away and determined that it was the motor in the pump. They had to put in a whole new motor and pump unit. It took two weeks to get that. They said they had to order it right away and I called about a week later and they said I had to call Cross Country to see where the parts were.

I opened a claim on microwave & was scheduled for 7/21/18. I have had 2 different companies come out. It is a GE Appliance. 1st company told CCHS it was a BOSCH not a GE, so he couldn't work on it? Tech told me he was going out to his car to speak with CCHS, but never came back inside, just left. It took another week to find out they wanted to send another company out because they CCHS never contacted me to tell me to expect a call from another company. New company called and said he was coming to look at my microwave, but I told him a tech had been here already.

My mortgage company on a rental property sent me an ad of Cross Country. I looked at it and it was an hour after I talked to a friend that had a good experience with it, so I looked into it and went with it. It was easy because it was added to our mortgage payment. I got a chance to use it and I’d been very happy. They do what they say they’re gonna do and I have not had a problem with it. The vendors that have come out are vendors I would never have chosen but I have used them again for stuff that’s not covered.

The people I bought my house from had HMS and I continue with it. I call my claims in and when I talk to the reps, they respond immediately. However, some of the contractors aren't good at all. I had a claim for my dishwasher and Avalanche came to my home twice. Each time, they spent four minutes and they would say, "We buy a part.” They'd buy a part and put it in but the dishwasher would still have the same problem. The first time they came to my home was June 5 and the second time was two weeks ago. I called them 10 minutes after they left when they came here the second time and I told them the problem was still the same but they didn't call me back. I leave a message every other day but they don’t call me back. They already got their money, so they don’t care.

We were still up in Alaska when we first started with TotalProtect and we’ve had them for a long time now. When we call, they send someone to fix the appliance and that’s good. The contractors know what they're doing and they do it. Our experience with claims has been all right except for the last time. If you have the right phone number, submitting claims is not a problem at all. But we had several phone numbers and I had trouble getting the dryer looked at a couple of months ago. But it was resolved and TotalProtect sent someone within two days. The dryer didn’t stay fixed though, and after three times, I figured that it was a waste. TotalProtect gave me the odds in receiving the money for a dryer or trying to fix it again. I have yet to receive the check to buy my own dryer though. Otherwise, we've gotten good service and I’ve been satisfied with TotalProtect until the price went up to a $100 instead of $75.

This policy is not worth the paper it's written on. Our a/c is making noises. Called to put in a claim and they can't get anyone to us until Friday...a week from now! No A/C in August when we have a warranty? When we asked about the 24/7 emergency services they said that just means they answer the phones 24/7. Unbelievable! We told them we are going to cancel the policy and get a refund...they couldn't connect us fast enough with someone to do so. This company won't honor their policy but will cancel no problem. This company is trash!!!

I am at a point where I am totally disappointed with the service I have been receiving. I have been having a/c problems for about 6-7 months or more. I have call in claims in which TotalProtect have assigned vendors most recently (Jason Air Tech) who seem to not be able to troubleshoot havac issues correctly. The vendor will come out to resolve an issue which at this point has always been a temporary fix. At this point I have had almost every part of the condenser and a/c replaced some parts more than once and my a/c is still not working correctly. Each time the assigned vendor would state that the fix should resolve my issues. Not!!! I have spent quite a bit of out of pocket expenses for some of these trial run procedures and now I am being told that I need to spend close to 1300 dollars more of out of pocket expenses for what the vendor think may resolve all my issues. Can I get someone to troubleshoot this system correctly and do the correct fix???? Months and Months of trial and errors. At this point I am ready to find my own hvac company rather than the ones that have been assigned by TotalProtect!!! I could have bought a new system with what I have spent out of pocket. My wife has health issues and have been totally disgusted with the service we have received related to our a/c problem. I tried to call Total Protect and speak to someone in authority only to be told by the customer service lady she couldn't transfer me and there was no one else I could speak too which sounded odd. I got an email recently offering a low buyout offer for the part (evaporator coil) which the vendor now believes is the issue. Its not much but will have to do so it can go towards someone outside of Jason Air or previously assigned vendors. I am not paying the vendor 1300 for a guess. I already paid them close to 800 dollars prior for an issue with the compressor which was supposed to resolve all my issues. They should use some of that money toward their 1300. Oh yeah I received a letter that the service calls for TotalProtect are going up to $125 from $75. I may have to move on.

As some other reviewers I have had a largely good experience with a Total Protect such as water heater, dish washer, and a few other low cost items. I have been using them for probably 15 years or so.

My air conditioner went out on Wednesday, August 15 and I submitted a claim via Total Protect's website right away. The first company that Total Protect set me up with had nobody working in the customer service department and would not return my calls (this is the second time Total Protect has set me up with this company, despite a similar previous issue). When the Total Protect customer service agent was able to finally contact them, they said they couldn't come out until Wednesday, August 22 at the earliest. The customer service agent set me up with a new company, Complete Image, who has been awesome to work with and worked me in to their schedule the same day.

HMS has absolutely the worse customer service I have ever experienced with a company. If you call to file a claim or follow-up on a claim, it takes several minutes of going through prompts and recordings to even connect to a claims specialist. I have had two cases where the claims specialist has "accidentally" disconnected my call requiring me to call back and go through the entire prompts again. When you do reach a claims specialist, they often put you on hold for several minutes so they can educate themselves on your claim. One guy with foreign accent had me on hold for over eight minutes and still couldn't provide me with any updated information.

My a/c unit went out last weekend so I called Total Protect on Monday (today is Friday) the local tech came and inspected the unit Wednesday and stated it had to be replaced. I explained to Total Protect that I have medicine in the house that must be kept at room temperature and they told me that they would flag my case as medical emergency and priority. Well every time I call for a status update I get a different story and I have to press for more information. I feel if my case is priority then why do I have to keep calling in order for the next steps to be expedited when they are not being expedited at all or wouldn't have to keep calling. Also if this case is considered a medical emergency then why am I being told that it could be as late as Monday before they send the local company the information they need to pick up the parts and then schedule the service. Then I still have to pay an additional $1300 toward the repair. I don't know if paying the monthly premium is worth it considering the time I have wasted.

I go to HMS Home Warranty online and submit whatever claim we have and they’ll respond with an email saying that they received it. Then they’ll assign it to somebody and then they will reach out to me and I go from there. The online process is pretty cool. However, I’m in the middle of a claim now and I’m not happy about it. My air conditioning went out in April, I did the claim and HMS did their part. They sent me an email saying they assigned a company to it. The contractor came out and did the assessment, and I paid the $100 deductible. The contractor said the whole thing needed to be replaced because it wasn’t working properly and HMS told them to do what they needed to do.

I have Home Warranty service with this company for four years. I started with Cross Country Home, but HMS Warranty is servicing that account. In the past whenever I had claims, they would provide a service provider in my locality (Cranbury, NJ) and the problem will be fixed. In the last 4/6 months they contracted to a new Service Provider company. And from then on, I am getting names of vendors who do not service my locality. Recently they approved a service, but when I sent the invoice for reimbursement, they are denying it. This is a new trend. I am wondering whether other customers are having the same problems.

We have been with HMS for two years now. The few claims we have submitted have been fairly small and the out of pocket we paid probably would have been what we would have paid to get the issues fixed ourselves. Now that we have a real issue (HVAC compressor went out) we have been jerked around. This claim was submitted over a month and a half ago and still not fixed and it is not due to the service provider. It has all been HMS! When I submitted the claim we had to wait a week to get someone out, ok I understand. It's summer, then we get a call from the SP a few days later giving me an update stating they are trying to locate the part. When I called several days later to find the status, she said she contacted HMS and they had ordered it. Finally after almost three weeks of this I emailed HMS to complain I received an email from them stating our options. Either cash out and fix it ourselves or continue with the claim.

When my husband and I first bought our home my realtor gave us HMS as a housewarming gift and in the beginning when we called for service our claims were handled really fast. Skip to a year later we have put in numerous claims on our refrigerator. It had starting leaking and building up ice. Fast forward 4 months later we are still dealing with the leaking and the ice. Can't use part of our refrigerator and have been through three service technicians. Thankfully the last one knew what they were doing and they turned in a service ticket... After four months of waiting our floors are ruined and they tell us they will not cover it.

Hello,

When our mortgage company sent information about getting a warranty, I thought about it for a little while and I did the math. Having the dryer or whatever appliance replaced was like saving up money. But then the service fee went up to $100. And I’ve been looking around to see if everybody else is charging $100 for them to come out because it was $75 and I was cool with that, even with $80. But with the $100 that I paid two or three times on my dryer, I could have bought another one.

I've been with Total Protect for almost a year and I will be canceling my service with them on that anniversary. Essentially, Total Protect is one of those companies that will continue to make repairs until your appliance is discontinued or parts can no longer be found. Additionally, they take 7-10 business days to authorize the repair service to order parts, so at most, it will take 2-4 weeks for any repair you need to have done. Lastly, and most importantly, they absolutely do not care about the customer. If you are looking for a company that values your patronage, this company will disappoint you beyond belief. Their membership and sales teams will tell you anything they have to tell you to get you to sign up, but never follow through with any of it after you become a customer. My suggestion, have them send you a copy of the contract beforehand and then have the membership/sale rep show you that they have no intentions of providing, nor are they legally obligated to provide, any timely service whatsoever. Please, if you are considering using a home warranty company... there are much better companies out there. Don't get duped like we were.

We've had HMS since purchasing our home several years ago and had to open a service claim for our refrigerator in July. We've had 2 separate service companies come out, and neither could service it. Called customer service at least once a week (sometimes more) since then trying to get updates. It's been more than 6 weeks since we submitted the claim and they say something different each time I call. Still waiting for the service report from the tech. Waiting for the claims dept to make a decision on whether to fix or replace. For 6 weeks, no calls from HMS, just me trying to contact them. They say it's been escalated, but that they are backed up.

We have been with total protect for 27 years and this is the worse service we have experienced. Our air conditioner has broken and it has been 100 degrees every day. Total protect came out end of June to find the problem, gave us 1 month supply of freon which keeps the house cool and makes me happy, but it is only a temporary fix. The heat has zapped my energy, very depressed, very stressed! crying alot that I dont get the help I deserve. THE STRESS OF THIS EXPERIENCE HAS MADE ME VERY ILL AND I have a history of shingles, which is brought on by stress. I'm worried I am getting close to another shingles outbreak. Up until now we have been happy with Total Protect. Total Protect replaced our oven, microwave,dishwasher. They have fixed our glass top range. They are dragging their feet on repairing our a/c and furnace.

Updated on 12/17/2018: After searching for months for a part, HMS decided that the oven needed to be replaced. I was given the option of a similar oven, and I looked at the website that was given to me by HMS and the description of the item was a white 30 inch drop in oven, which looked very similar to my oven. I agreed, and eventually the product was delivered. When the delivery person arrived, he looked at my oven, and said that the oven that was being delivered was too short for the spot, and is actually used in kitchens where the user is in a wheelchair. Without opening the box, the oven was sent back. When I called HMS, I was told, in a nutshell, that this was my fault because I had agreed to the item.

My air conditioning went down and I filed a claim through HMS Home Warranty’s automated system, which was fairly efficient. The techs that they sent were nice and they did a good job. They were able to fix the AC in about a week. I have also tried to submit a claim for my septic system but HMS denied it. They said that it wasn't covered and dealing with the individual people was a little frustrating. I got the runaround and got hung up on a few times. HMS Home Warranty should be more transparent with what's covered and what's not.

Cross Country is the only warranty I have and I'm not looking forward to choosing any other. I'm satisfied with what I have. Whenever I call the reps, they get directly to the problem that I have and help me get it solved. They service my outdoor air conditioning, though I'd also like the window air conditioning to be serviced if they can. Nevertheless, their service is good.

Update -

Let me start by saying at 1st this was one of the best home warranties that I had ever had. Claims were processed quickly. Technicians were skilled and for 2 years I had no problems and really expected to keep this warranty for years to come. Then we had a plumbing issue. The 1st provider we were given was either no longer in business or no longer working with HMS. Either way they probably should have known this. Regardless, they gave me another provider. That plumber wrote a bogus report saying that the leak was coming from something other than the plumbing and because a non covered piece of the plumbing was causing the issue. Total BS. He then proceeded to quote me a cost to repair it because he was sure the warranty company would not cover it!

Our Microwave went out on 7/23 Not one person has called me, I always have to call them. They have not completed anything and their initial email said all work should be completed within 5-7 working days! When the microwave was brought on 8/8 it had no trim kit with it so they were unable to install it. We called back and they gave us a confirmation number that it had been ordered. It would seem that order was never placed and the reference number means nothing. It is so frustrating! They also have no record of any conversations on 8/8. The customer service team are definitely not customer orientated, mostly they are rude and have no answers except to put you through to a different area or company who know NOTHING about your claim.

No AC in Florida for almost 3 months. We have had total protect for three years now. Most schools have been satisfactory. When I first called about the air-conditioner, so protect send a tech at the text said that it was installed incorrectly. The condenser has been working since 2001. I called a local air conditioner tech from my hometown. He recommended that the whole system indoor and out be replaced. I submitted all the documentation to total protect. It took them weeks to review them. Protect finally agreed to honor the warranty and send a new tech out . Told protect finally agreed to replace the condenser – which was less than their new AC tech recommended. I had to pay $145 for parts but the air-conditioner works. I have both homes in New York and Florida covered by total protect. I have an air conditioner Repair claim pending in New York. The customer service people are nice but useless. When you finally get to the supervisor, they are all so useless. It’s takes hours worth of To get the latest two claimsi completed. The New York one is still pending. It’s a shame because I’ve had about four claims that were handled promptly. I have to rethink my relationship with total protect .

I have been with Cross Country Home Services for over 4 years, I haven't had any issues until my On Demand Tankless water heater lost power and lost water and hot water. I called to make a claim, I was told that in one of the largest cities in America (JACKSONVILLE FLORIDA) Cross Country didn't have any Electricians available to refer me. They said it would be sent to procurement which could take up to 72 hours to locate a vendor and then there are still no guarantees, I said I called 5 Electricians who could be out in 4-6 hours. They said if I contracted or ordered service with a service provider myself I would have to pay for it out of pocket. I said, "So what about the customer and their 4 kids with no water or hot water for 5 days?" They said sorry. CAVEAT EMPTOR!! (Buyer Beware.)

I started a claim on my air conditioner a month ago. I still don't have A.C. (IT'S AUGUST) and no end in sight. Repeatedly my parts have not been ordered or needed to be re-ordered. The service providers are rude and unhelpful and management for the home warranty people are not helpful. If I could give them zero stars I would. I will be taking my business elsewhere.

First off I think that the reviews on here for them applauding their service is a fake. Some of them don't even go into why they are receiving 5 stars. So let me say this. I think it's not easy for companies like this to make money and they have to cut cost, however, we called them 3 weeks ago to help us cause our AC went down, on a friggin 100-degree day! They call back today telling us they have someone coming to visit. This is a disgrace. Who in the world goes 3 weeks in hot weather waiting for a company that is warrantied to help? Do they think that ls logical business? I strongly suggest you avoid this joke that's probably ran by 2 people in a garage.

Cross Country is not a good company when it come to repairing a large job within your home, they sent me an contractor to repair my A/C unit. The contractor recommend to replace the A/C unit but Cross Country will not approve the repair. Instead they prolong the repair by saying it is in research status for the last 11 days when me and my family live in Texas where the temp is over 100 degrees every day but instead of approving the repairs so my 73 year old mother and my 8 week old grand baby can cool off.

There are more hidden costs than the program is worth. We had a warranty and after paying for a service provider twice (that $200 gone) they say they will replace my air conditioner. A month has gone by and I still don't have the replacement. Then once they do replace it there is $1000 of "uncovered" charges. My AC has run for 200 extra hours last month to keep my house livable at 80 degrees. The cost of this I would have been better off without the policy at all.

I’ve been with TotalProtect for about 10 years now and submitting a claim with them has never been a problem. I call the toll-free number in my booklet and it's normally worked out right away. They increased the service call fee from $65 to a $100 in the last year, and though no one’s gonna be happy about that, it’s better than paying for an expensive repair. Also, dealing with their contractors has been good and straightforward. I’m happy with the quality of work that they do as well. I recently had a company out to check on my hot water tank. It went out and I couldn’t get it lit, but the company that was sent out was professional and quick. The guy also explained everything and why he had to do what he did. TotalProtect is worth every penny.

I have been with Cross Country Home Services since I bought the house 12 years ago. However, I use their services only for bigger things. Smaller appliances like washer-dryers take forever to get service. They have different people they call out. While my interaction with the customer service has been very good, I had problems this year with my air conditioning and I wasn't happy with the service.

For the two years I've had HMS Home Warranty, I've liked the work that they have done on my investment properties and how they've handled the issues I was having. The contacts I was making were also satisfactory. I'd call them to submit claims and tell them what issues I'm concerned with. They then would assign the service number and the company that would communicate and take care of the service. I'd recommend them to a friend of mine.

On Thursday, August 9th, 2018 my AC unit was not working. I called HMS to open a claim just after 8 am, CST. The Computer activated answering gave me the name of a company in my area to call. I called this company and was advised by the owner that they no longer will accept jobs from HMS. He went on to say that "they are the worst company, I have ever dealt with." I immediately called HMS back and relayed this information to the customer service representative that I reached. She told me that it would be sent to dispatch and should take 24 hrs. I called back later in the day to just check in and was told that it would take 48 hrs. I asked to speak to a supervisor and was told that one would call me back within 24 hrs, as none were available at that time.

Horrible experience with HMS Warranty company. Called to have a technician assigned because my washer & dryer unit was leaking and making a noise. The technician they assigned showed up a day late without a call. When he did show up, he appeared to not know what he was doing. This was apparent when he literally blew up my whole circuit board to my washer and dryer panel. Sparks flew everywhere and smoke filled the room. The technician told me everything was fine and he just need to order a part and the sparks and smoke did not affect anything. He left quickly and I tried to run my washer and it would not work. I called him back immediately and he said he would talk with his boss.

HMS is absolutely dreadful to work with. I submitted a claim over 2 weeks ago regarding a leak in either our air conditioner or water heater. Both are located in the same drip pan. We have had standing water in this drip pan for 2 weeks now and there is no resolution. The 1st service provider came out and blew the drains out, but said that he wasn't sure what the real problem was. Okay, no problem, let's get somebody out there that knows this type of system. The 2nd service provider (1 week later) came out and blew the drains out and said the problem was fixed. No, the problem is not fixed. The 1st guy did that already. But yet I still had to pay the deductible.

I have made a few attempts to have an issue repaired since 6/2018 and have had no success. Very incompetent. Multiple dropped calls, which results in having to call back and go thru the process again and again. No one seems to know what or how to handle this ongoing problem. The providers that have been sent out appear to not follow up with what they are suppose to do, causing more delays. I have had an independent provider look at the situation and have forwarded that info to HMS company and it has fallen on deaf ears. Hours, and I do mean hours, has been spent on the phone trying to get this resolved. I have been sent thru the "chain of command" and still nothing. There is no value in the coverage if you can't get good customer service in the first place.

My HVAC is a 2 part system that has to be replaced. Total Protect/Cross Country will only pay for one part. I spoke to the company that came to my home and they told me that they can't install the one part they are covering because both parts needs to be replaced. I got an email from the insurance saying that I have to pay 3,375.00 in order for the other part to be replaced. WHAT TYPE OF INSURANCE IS THIS? If one part is replaced, both parts have to be replaced according to Florida law. I am now waiting for a supervisor to call me back...my home is now over 90 degrees inside...

This is my first claim with this company. My AC hasn't been working for 1 week already and they haven't even sent the service yet. How long it is gonna take to get fix? I heard from a tech. (Who works with HMS Home Warranty). He is been waiting for approval on an air compressor for one of the customers 27 days. So how much longer am I going to wait? Allow me to remind you guys that it is summer time in TN.

I own a house and something always breaks down. I would rather have the small monthly payments than being surprised with a big bill, so I looked into getting a home warranty. I received something in the mail about home warranties and I googled TotalProtect Home Warranty. However, I had a contractor that was supposed to come back but never came back to finish the work, so I put them on the list so as not to have them ever service my house again. I also signed up with a package with a yearly check-up four times a year and some of the providers are not doing as good of a check as they’re supposed to. Still, if I call for the service and something is broken, it gets fixed.

I've been with Cross Country Home Services for five years and I've never had a bad experience. They’ve been out here a few times for different reasons and everything always seems to have been pretty good. However, when I submitted my most recent claim, I wasn’t really impressed because I wasn’t able to talk to a human and I didn’t really like that, but it still turned out pretty well. The technicians also have been really good. I have recommended Cross Country Home to quite a few people.

When I was buying my house, the realtor told me about HMS and I went ahead and got the home warranty. I just moved in here and I've had the warranty for a couple of months, and so far I've had a good experience. I called to submit a claim and let them know that the fridge was making some noises and having issues. The contractor sent out by HMS came out a week later and looked at the fridge, and my interactions with them were all good. The tech was very knowledgeable and helpful. He told me everything that I needed to know and everything has been working well with the fridge since the repair. It was a good experience and I’d call HMS if I ever have a problem again.

We have had this plan for 2 years and made 2 claims. Both have been nightmares. We paid extra to cover our spa, but when we call to make a claim on the motors, we were told they weren't covered, only the heater. Seriously? You don't need the heat if the motors aren't circulating the water. After several calls they agreed it was covered, but then didn't have any providers in our area.We live in a resort town, we have hundreds of pools and spas! We finally had to get our own provider, with their permission, and then took weeks to get reimbursed. On the 2nd one, our pool motor, they first said it wasn't covered because we just had a claim for it. No, that was the spa, different item. After being transferred to several people I finally told them to forget it and cancel our policy. Was informed if we did we would have to repay what they had paid us because we were cancelling within the year a claim was made! Says it is in our "contract" I have never seen, read or signed a "contract" Told them to leave the claim open and we would see how they did this time. All this time our pool is not running and it is over 100 degrees outside. They tell me they have contacted a service provider who would call that day with the day he would be coming. 3 days later I call him, again, our pool is not running and it is over 100 degrees outside. He asks me what the motor is doing, what kind it is and what it did when it quit. Says, yes it is burnt up, no need to come out, he would file a claim for a service credit and we could get it fixed, just needed to pay him the deductible first. This should have been my red flag but, again, our pool is not running and it is over 100 degrees outside! So I did, he emailed me the next day the claim was submitted and we would have a check in 5 - 7 days. Meanwhile, we get the motor replaced. A week later I call Total Protect and they do not have a claim, they call him and he sends them something, I told them we had made the repairs and they says I will need to sen them the invoices. Then they tell me they would have to order the parts and get back with me. That is when I tell them again we have fixed it. That's when a supervisor gets on the phone and tells me we didn't have their permission to repair it so it is not covered! See my contract? What "contract"? They still have not produced a contract. NOTHING BUT A SCAM, the company and their providers.

I would not recommend HMS Home Warranty based on the experience we've had. Our warranty was part of the transaction when we bought our home last fall. We filed a claim for our refrigerator on July 26. The claim process was easy but it's been very challenging ever since. A technician looked at the refrigerator on July 30 and have provided a quote to HMS to fix. The week of 7/30, the status on the website stated in process or in progress (I can't recall now which one exactly). On Monday 8/3, the status changed to scheduled. When I called HMS's automated line, it stated that an appointment was scheduled for 8/16 between 8 - 12. I thought, "Great, we're getting it fixed."

I’m happy with TotalProtect Home Warranty. I finally found the one because we've owned four homes and it is the best home warranty that we ever had. I recommended it to a lot of people. I got a fantastic guy who checked on us periodically on what was new, what was going on and what to expect. Also the technicians who came to our house did a very good job, cleaned up and were meticulous.

I used HMS once when I had an HVAC issue. I submitted the claim online and the site was fast and simple to use. But once I submitted the schedule for someone to come out, the schedule was different. Based on the website, the next available contractor was going to come out the next day. But there was no time for when the tech was coming out. There was a window but it's hard for someone to go from work during the weekdays.

I call Cross Country to submit a claim and they are good and quick in getting someone to resolve the issue. The people that Cross Country uses are not real great, but Cross Country is.

My heat pump quit in May. It needs freon and the leak fixed. I reported it. It took until June to get someone to come out and give an estimate. It is now the middle of August and I still don't have a working air conditioner.

When I had claims and submitted them with HMS, I did it by speaking with a representative. I've also done it online when it was over the weekend and no one was in the office. So far, their claims process has been very smooth. Their online process has been very good and seamless. And when I talked with with their customer service reps, they answered all my questions and everything was taken care of. HMS connected me with who I needed to be with and their contractors have been excellent. They did a great job.

Shady unreliable service providers, customer service reps unhelpful, unable to speak with supervisor, and they will tell you anything to get you off phone. My ac repair claim went from part needing to be replaced, to the entire system needing to be replaced, to TotalProtect paying $400 of invoice I’ve yet to see and me paying $1300! TotalProtect?! That’s a joke, unfortunately joke seems to be on me since they already have my money! Buyer beware

I have a Long & Foster Home Warranty that is handled by Cross Country Home Services. It has been a nightmare dealing with them. I submitted a claim and after the HVAC technician came to my home, I made multiple phone calls to determine the status of my claim. After four days, I received a text message at 10:20 pm from the HVAC company indicating my claim was denied. What kind of business notifies a customer by text message? I have asked repeatedly for the documentation related to my claim and have received nothing that details my claim and why it was denied. Stetson ** and Brandon ** are completely inept. This company has questionable business practices.

I just retired and I bought a new home. A colleague of mine referred me to TotalProtect since I would never know when things would break down. TotalProtect's customer service was great and the turnaround was pretty good too like a day or two. The technician was also outstanding. I was overall happy.

I've had Cross Country for the longest time and my experience with them has been great. The warranty covers everything in my house. I like the service their contractors have provided me. Cross Country is also accessible online. I just go in and plug in my issues and within 24 hours, they return my call or email, and give me my numbers. The only issue I've had with them is that some of their subcontractors are not reliable. Other than that, they work fine because they have so many subcontractors that I can try to contact. I will recommend them to others.

I placed a claim on my a/c unit in 2016 to replace a condenser fan motor. The unit performed adequately for a while but this year approximately 7/2018 I placed a second claim on my a/c unit due to the unit not cooling my home and the claim was denied due to improper installation of the condenser fan motor in which their contracted technician installed. After countless transfers and approximately 2 hrs. of being on hold I was connected with a supervisor and I was told in a very dismissive manner that I could pay out of pocket for a second opinion, and mail those findings into them for review. I'm currently seeking a trustworthy BBB accredited establishment to do the inspection.

I woke up to no hot water on Monday Aug. 6. I called to make a claim under the warranty and was told it could take 24 hours for a service technician. On Tuesday the technician came out and said I needed a new water heater & he would report to the company. Didn't hear back from the company so called back on Wed. afternoon and they said they didn't have the report. Called on Thursday & was referred back to the service company, emailed as well. Called again Friday & was told the claim was being researched, they could give me no time when it would be completed.

As of now, I have Cross Country Home Services. I’ve had them for several years and in the beginning I was very happy with them. But I've become very disenchanted with them in the last year. It has become difficult to communicate with them with the contract that we’ve had with them recently. It has been very difficult to contact them and speak to someone, particularly if there was a problem, and if something needed to be changed it was almost impossible to get someone. They've put me through, but I always got robo-calls where I had to hit this and that, and it has only been within the last several months that the communication went that way. So, I’m very unhappy with them at the present time and I’m contemplating making a change.

TotalProtect was offered through my mortgage company whom I trusted so I just signed up. They took care of everything with the bill. I call in to submit claims and TotalProtect's reps have been professional. I had a claim for my washer and it took a week too long for it to get processed. I had to do without a washer for a week and a half. But other than that, the service company came out and took care of it and did a good job. I'm totally happy with TotalProtect.

Submitting my claim with HMS Home Warranty has been good. I do it over the phone and the claims representative has been okay. I’m not too happy but not too dissatisfied also. For four single claims, I've had to call 20 times. And every time, I get different answers so I stop talking depending on who I was talking to and straight away ask to transfer me to case management or to authorization. Other than that, the level of work has been good. Also, having the warranty on my property is very valuable. Most of the appliances are not good so it definitely helps that they are covered into the warranty.

My AC started going out on August 2nd. I called Total Protect and placed a claim and was told they found a company that would come the next day. I called the AC people and they didn't yet have the job from Total Protect. I called the next morning and by the time they had gotten the job, the schedule booked up and I wad to wait until Saturday. The repairman came Saturday and made a repair, which didn't fix the problem. He came back out Sunday and told me my 19 year old system needed to be replaced. The condenser and the evaporative coils were completely shot. The report was given to Home Protect first thing (our time). I had been able to keep my house at about 85-87 degrees during those first couple of days. On Monday, the until didn't cool at all and the temperature indoors went up to 99 degrees and has remained there ever since. Because I live in the Phoenix area and temperatures had been hovering around 115 degrees and we had excessive heat warnings, my case was coded as an emergency. I was told that it would take 24-72 hours for some determination to be made. Given that it is not safe to stay in a house that hot, we checked in to a hotel. Our warranty doesn't include lodging for delays. I understand there is optional coverage for this, but when our policy transferred from Home Protect last year, no one gave us any options. I am now paying for lodging and food daily. It has been over 72 hour that my claim has been "in research" and I am hearing that the warranty company wants to replace some parts, rather than the system. This part is not clear as I have been told different things. My AC person that was sent by Home Protect has explained to me that the whole system needs to be replaced. It is 19 years old and the main parts are all bad. I have been paying on my same home warranty policy for almost 10 years and I am very frustrated at how long this is taking. It is unreasonable to allow someone in Phoenix to be without AC for over a week. These temps ruin houses and appliances. I have spoken to supervisors and managers and I get inconsistent information. Today, while speaking with a supervisor, I was put on hold for 25 minutes while she looked in to things, then I was transferred to a supervisor and put on hold for another 20 minutes. I was on the phone for 2 hours total to get told I would get a call back tomorrow after they e-mail research. I was told that 2 days ago by someone else, too. I would not recommend Total Protect as this amount of time to price something is ridiculous with these circumstances. The CS reps are very polite, but they can't really fix the problem I am having. The hold time and the inconsistent information is not acceptable.

I'm glad HMS Home Warranty fixed my heat. I called in to file a claim. However, it took a month, from July 2nd all the way to last week. I even had to go buy an affordable AC and that was another $500 I wasted until they came about a week ago to fix the it. I still had to put out of pocket, which was $1,040. Anyway, it's okay because it would have costed much more. I had my grandkids for the July 4th thing and I had to send the techs back because the house was over 90 degrees. I had about four AC people come over and they just kept on telling me different things. They said electrical. We fixed that and I paid for the electrical. Then that didn't work. So the AC people came back and said the unit was not working and it needed to be replaced. It was a back and forth thing for a month.

Having bought a Condo in November of 2017. I have needed to call upon HMS 3 times now. The first two service calls were okay. But this third service call has left me very frustrated with HMS and the service provider they sent. The initial claim for my broken A/C unit was made roughly July 15 or 16. The assigned service provider, a 2.5 star company, would not come out until Friday, July 27. The service provider came out and diagnosed the problem and told me they would call me on Monday. The service provider at no point contacted me that Monday July 30th through Friday August 3rd or returned any of my attempts to contact them.

Had my A/C unit go down on July 4th of 2018, so I called Total Protect to get it repair. They gave me a company for the repairs and on the 6th of July they came out. But from the time company came out till this day August 9th my unit still not working and I am having to call Total Protect and contractor to even get any information. I am having to call twice and even more times a day to try to get things moving faster. I have example that I have a child that now has to live in the den, because of the 100 plus temperature upstairs in my own. I don't think Total Protect really cares cause I have ask numerous of times for them to make it urgent, but still to date I am waiting and my child still living in den. All I ask is provide service and care for the customer. So I am not happy with the service I have been provided at this point from Total Protect.

We purchased our home 5 years ago and this warranty came with the home. We have continued renewing it every year because our home is around 20 years old and that’s when things tend to start going wrong. Specifically the heating and air units. Summer in the south is extremely hot and sticky. Our 20 year old AC unit went out on July 2. We called and submitted a claim and were told they couldn’t get anyone out to see us until after the holiday, which is understandable. After several days of appointments and then no-shows a technician finally showed up (about a week later) and after diagnosing the issue, stated our 20 year old unit needed to be replaced and submitted the claim.

I had reported my ac unit not operating correctly. They had sent out a company that recommended a complete new unit because there were leaks in the fins. I had just recently bought this house and this was my first home to own. I am also a single father of 3. With 2 children having asthma. They had requested the inspection report, which I sent to them within 24 hrs. I'm sorry I don't understand the delay. I understand they don't want to spend the money on a consumer that had been a customer for less than 3 months. Yet they were paid to cover certain items. Now that one of those items needs replaced they seem to be trying to figure out how to get out of it or reduce the price by only covering certain parts. I do plan on continuing to have a home warranty coverage after this one is done. Depending on how they resolve this matter will determine if I choose them or go with someone else.

I am very thankful for Consumer Affairs. After posting this negative review HMS warranty responded to my post and the check appeared in my mailbox days later. Without the ability to lodge a complaint on Consumer Affairs I will still be down $731.23. Will I ever use a Home Warranty Company again the Answer is a resounding NO. I've used them twice now. Once in Missouri and once in Iowa. Missouri way better experience but still took weeks to get things fixed. This was the first time I ever had to wait over a month to get reimbursed and had to lodge a complaint on Consumeraffairs to get a timely response. Never Again.

This issue specifically relates to a water heater. I have been a repeat customer for the last 5 years, but I have decided to not renew my policy on August 31 for the reasons included below. In summary, I would attribute the issue below to poor communication, lack of sympathy, and a lack of professionalism by HMS. Background: On July 20, one your service providers, responded to my claim. After a home visit, the company representatives determined that I would need to replace my water heater. These individuals asserted that the total turnaround time would approximate 3-5 business days and there could be minor uncovered charges.

Cross Country Home Services took over Residential MD. We've had those folks for years and I liked the way that they operated, so we stayed with Cross Country, although I didn't care much for the increase in the deductible from 85 to 100 bucks. But we got good attention with the claims that we've had with Cross Country and these worked out all right. If I needed something, I called them and they took care of it. We've had conversations with the reps and they were fine and understood what we needed. The response time of the techs varied but I've been well satisfied with it. I would recommend that people take a look at Cross Country.

HMS seemed to offer more than the other companies we had used in the past and they are doing a wonderful job. They've been more than helpful with explaining how things work and why something malfunctions. I used to call in for claims and they were very efficient. They wanna solve your problem and get you the help you need right away. But now, I have set up online and they give you appointment times online so it's very easy. There was one claim where HMS didn't have a technician that could do it. I found my own technician and HMS allowed me to use them. I paid them and HMS reimbursed me so it worked out very well. The warranty is worth every penny that I've paid for it.

TotalProtect is a great service and a great product, and helps save a lot of money too. Citibank recommended it and we went with it. Submitting a claim is very easy. I have done it both online and over the phone. The reps I talked to were very helpful and knowledgeable. The technicians know what they're doing as well. While we did have a couple of situations where people had to come back because what they did didn't fix the problem, the experience was still good. We didn't have to pay another service fee. They weren't upset that they came back and they took care of the problem. Everything was fine. I'm very happy with the service and I highly recommend TotalProtect. You should get them.

They have refused to cover many things on this house, but my worst experience is on something they actually did cover - a new HVAC unit. Here's what happened. May 9 - AC stopped working, their tech came out and said we needed a new unit. June 1 - HMS FINALLY approved a unit and ordered it June 15 - unit was installed, but not cooling when the temperature got into the upper 80s.

SYSTEMSPROTECT HOME SERVICE PLAN FROM CROSS COUNTRY HOME SERVICES, INC AND HOMESURE SERVICES, INC. My A/C went out in August 2018 with 90+ degree temperatures. I have 3 small children who were very uncomfortable so I filed a claim to have the A/C unit fixed SINCE I THOUGHT MY HOME WARRANTY would be honorable and have it fixed since HVAC is covered in my plan. A certified technician from a major HVAC company arrived (recognized by SystemsProtect) and assessed that the Heat pump/AC was bad. In fact the oil from the compressor was leaking everywhere and it was making a loud grinding noise.

We had a garbage disposal claim with HMS and they connected us with a technician at Murray’s Plumbing. They replaced the disposal but there was still a leak that appeared to be stopped by the plumber. Later that day we noticed an additional leak in the same area as the prior leak and called HMS to initiate a recall. I specifically asked the HMS representative about another $100 deductible and made sure that we wouldn’t have to pay even if the leak was due to another issue. I am no plumber and it seemed like the leak was through the disposal again because when we ran it a second time it leaked. Well the same company came out and said HMS may have to charge $100 because it wasn’t a recall as the leak was due to another issue. We received a bill through the plumbing company for $100.

TotalProtect has been helpful when I needed them and I'm satisfied. I previously used a different warranty and it wasn't as good. My AC had gone out one time and they said they didn’t cover it. They fixed it before, but when they transferred to another company, the other company made me pay outright for a completed repair work without any warranty deductions. Last year, the kitchen water heater wasn't covered under warranty but TotalProtect helped me get a plumber and they helped take care of it. They sent a plumbing company to check on my water heater sink which wasn't covered but the plumbing company still helped me with the whole situation.

In general, we're pleased with HMS. The coverage is comprehensive and the quality of the technicians has been good and excellent. However, the furnace was not only condensing water in it, but also blew another motor. That other motor was paid for, but when the person who was fixing it was working on it, he told us that the ducking was too small for the amount of air that the furnace needed and that we were going to have to replace it. There was a mismatch between the new furnace that was put in a few years ago and the one original one that was put in this house back in 1992. We wouldn't have to have the guy come out if it has been identified during the transfer of house.

I call my claims in and TotalProtect would send somebody out. Everything seemed to work out good. However, some of the technicians they send out are lacking experience. They don't act like they know exactly what the heck they're doing. Once I have someone come in here and do work and I had to get somebody else to come in and clean up the mess that they made from when they did the work. They worked only on the air conditioner, and because of not knowing exactly what they were doing, I got water come through my ceiling down the wall, and got stained ceilings and walls because of it. And I was told to just repaint it! But I'm 81 years old and I'm 100% disabled vet from combat. I can't climb ladders. When they tell me to do something, they might as well be talking to the moon because I can't get up there to do it.

We have been a customer for more than 5 years. We've had a few claims in prior years and the service was satisfactory. This last claim has been a never-ending nightmare.

My 4 year old AC heat pump combination was freezing up. I placed my claim with total protect. They sent someone out to look at it. The repairman said a fan motor went bad inside. He ordered the part and was delivered to him the next week. Everything seems normal, right?

After two months of haggling and back and forth, I finally received a replacement refrigerator. I updated my rating to three stars simply because it was resolved. The long, drawn out process was not necessary and caused more pain and suffering than it should have. I hope this is a turning point for HMS on how they train their CSR to work with their customers. Some of the things said to me were totally not necessary . . . but I am pleased with the final outcome. Thank you!

I have been a customer of Cross Country Home Services since 2011- recommended by our bank Wells Fargo. We have preventive maintenance with our contract. In early July 2018 our air conditioning went out. I called and a technician came out and checked the unit on 7/5/18 and was unable to repair it and after waiting about a week in extreme heat was told by Cross Country that the unit would not be covered because of animal damage??? We have no pets nor do our neighbors, The outside metal covering of the unit has been deteriorating for years and prior technicians during preventive maintenance checks have noted the deterioration and have recommended a new unit: but Cross Country decided to repair instead of replace. During a preventive maintenance check on 4/11/18 the technician noted the poor condition of the H/P "due to age". I have his written comment.

Apparently, Cross Country Home Services handles aspects of the Sears Home Warranty, including research to try to find parts for an appliance. We have had Sears Home Warranty technicians come to our home at least 6 times over the past year, trying to fix our GE/Monogram side by side refrigerator. There is not enough room to describe their incompetence with ordering the wrong parts or having different people show up who had no idea what the last technician did or what parts were ordered. The refrigerator limped along until July 12, when it just finally gave up the ghost.

My HVAC is a 2 part system that has to be replaced. Total Protect/Cross Country will only pay for one part based on the price of an system inferior to my system. I have a Trane system, they want to replace it with a Goodman. If one part is replaced, both parts have to be replaced according to Florida law. My estimate for a Trane is $5,000+ they are offering me $1,200. So disappointing. Their representatives are so rude! Check all of the reviews. And, all of their aliases! Very low satisfaction rate!

I have only had Total Protect for 6 to 8 months. I filed my first claim on 31 July 2018. I was able to get a technician out to our home on 2 Aug 2018. They said I needed a new coil and they would have to order the part. They told me it may take 7 days to get the part. I went a little further and asked if they knew if the part was available. They said yes it was available locally. I offered to buy the part and see if I could get Total Protect to reimburse me for the part. Never could get connected to any one who could give that authorization. It has now been a week and my home is very hot here in San Antonio TX. I have read numerous reviews of people say it took a great deal of time to get their system back up. I am writing this review hoping someone of authority will read it and maybe contact me so I do not become one of these people that it took 2 or 3 weeks to get the system back up. At this point just frustrated and hot. Help Total Protect, help!

HMS Home Warranty was part of the package on our closing on the house that we bought. We've had them for a year and a quarter now. We renewed it at the end of our year which was on June. I usually call when I submit a claim and the reps have been very helpful. I've submitted four claims and three of them were so instantaneous. There wasn't a service provider in our area for one of the claims and that took a couple of weeks. Also, most of our claims have required multiple appointments just because the equipment has had problems, which had to have two things replaced entirely. But every last one of the contractors have been fantastic. There are some quirks about the rural living that we’re doing. It’s just quirks to the water system and things like that. And they’ve known that. We don’t always get that kind of care here in Houston so it’s great.

Cross Country Home Services was the first warranty company I saw and every time I call, I get an immediate response from their reps. I also get immediate emails back on who to contact to set up appointments. I then check messages to see if I got my appointment and if everything was satisfactory. Unfortunately, things break down when houses get older and there could be multiple situations where pipes break down different times of the year. There shouldn't be a limit on the number of calls that one has to make for handling something. In addition, the pipe going from the waterline to the refrigerator should be covered. Other than that, everything was excellent and I have already given Cross Country's number to a neighbor.

I’ve been with TotalProtect for eight years and my experience with claims was excellent. The process was great and I preferred doing it over the phone. I submitted a claim a month ago on my washing machine and everything went very well. We had a claim for the refrigerator before that which was a misdiagnosis so it took a year to be fixed. The repairman said it couldn’t be fixed and didn’t have the part. I could search a part from the junkyard and just needed somebody to put it in. I never could get any in contact with anyone to do that. Finally, another repairman called and they made an appointment. This was the third guy who identified the problem and then a couple more visits before it was fixed. Since then, everything has been functioning fine with both the refrigerator and the washing machine. All the repair people were professional, courteous and knowledgeable. I would definitely recommend TotalProtect.

We initiated a claim for an AC unit on 7/24 and were scheduled with a service provider assigned by HMS for the next day - unfortunately the did not show up. We were then scheduled with a second service provider who rescheduled the appointment twice and then also did not show up. Our third service provider showed up on the 4th day of our claim and recommended a replacement unit. That was on 7/27. We then proceeded to call both the service provider and HMS daily during the week of 7/30-8/3 and kept getting the run around from both HMS and the Service Provider. HMS STILL says they have no record of a claim being submitted by our service provider and our service provider claims that have submitted the recommendation several times and as recently as 12:13 pm today - 11 days after the service call. HMS of course, has no record of this and is unable to reach the service provider.

I placed a claim for my refrigerator on 9th July and I was contacted by the service company to come for a visit on 16th July. The visit was less than 5 mins. and they said the replacement parts will be ordered and the problem should be fixed in 10 days or so. In all this I contact HMS on 31st July and they say that within 2 days someone will be home to fix. Then I call again on 3rd Aug. to see if anyone will be there and that's when I find out that they have no control at all. They asked me to contact the service company and after multiple attempts on 6th Aug. the service company calls me to let me know that they are going on Vacation so he won't be able to help me!

My AC broke, It's summer in the South. Initially I was happy with the service because I got to speak with a real person. The woman said she put my claim on "emergency status" because we have a new born and 3 other small children. It is 96 degrees at night. Two weeks later, we do not have a solution. I have paid an additional $500 in fees from to the installer.

Called 08/02/18 for leakage found in hall closet and hall. Explained that I recently had the floors in my house replaced, and that I did not want to have damage occur to them due to the water leakage. They sent out a plumber whom was insulting, asked if we had a home inspection, brought no tools, did not inspect leakage, just came in, said it was an HVAC issue. Asked if we had ever had maintenance which we had earlier in the year, then said someone would call me the next day from warranty company and took my $50 deductible.

I needed protection for my place and decided on getting a home warranty. I had some problems with TotalProtect and I was going to change them. Sometimes, the experience was good and sometimes, it was a headache. The last time that ABC came, they cleaned my drain line but Acue Temperature didn’t want to do it. The AC guy was not good and when I told him to clean everything, he charged me differently. I had to pay extra. I accepted the newer charges and paid him $450 but he did not fix the AC properly. I had to call again but I was thinking it was better to call those people but the lady was rude. I had to call TotalProtect again and they sent ABC and I’m a little bit happy now.

I bought a house and HMS Home Warranty came with it. Because of my location, I submit claims over the phone which is easy and outstanding. The technicians who came were good and the quality of their work was great.

We submitted one claim with TotalProtect and our experience was very good. Their rep was very knowledgeable. He told us what to expect and how to go about doing the claims. He then put in a request and said that someone would be calling us -- and they did within a day. The company came promptly and was very thorough. The overall quality of the work done was very good. We recommend TotalProtect.

I used to have AHS in the place I had before. But when we bought our house, we selected HMS Home Warranty because we have a deep well and septic here, which AHS doesn't cover. I've submitted claims over the phone and online. Their website's very user-friendly. It didn’t take me more than a couple of minutes trying to locate things. Although sometimes, I have to click on a couple different places. Also, with HMS, the turn-around’s been fairly quick. The people that have come out were very friendly and professional. The latest person who came was with a water heater and he explained a lot to me which was very helpful. Another issue we had was related to a part that was under warranty and they took care of it so we didn’t have to deal with that, which was awesome.

The service with TotalProtect Home Warranty has declined drastically in the past several years. I've had them out to fix a dryer that has never been fixed properly. They have had several repairmen try to fix it and tried to charge me service fee each visit.

I contacted Total Protect on July 17 ,2018 as my Air Condition was not cooling the house enough. They gave me a service provider information and I contacted the service provider. The service provider Spectrum Heating and cooling came out to look at the Air conditioner and HVAC on 25 July 2018.

We live in Phoenix AZ and our air conditioning has been out for 3 weeks after Total Protect sent a provider to our home to service the unit. The air stopped working after the repairman looked at it. We have been calling Total Protect to complain and they have hung up on us at least 3 times. When they offer to transfer us to a supervisor, the call is transferred to a voice mail and no one calls us back. They originally said our service was a priority because a family member has medical issues, but they have not sent another provider out in 3 weeks.

I’ve been with TotalProtect for nine years and I’ve submitted my claims in several different ways. There was a time I called because there were some particulars that wouldn’t be met by using the email and I wanna make sure that we were on the same sheet of music and no confusion, so it was through the phone. The claims reps were helpful as well as the people who came out to do the work. Quality-wise, I haven’t had any problems.

HMS Home Warranty was bought for us by the home buyer. Some of the technicians who came for service were very good, while most of them were okay. We also had people who had to come back multiple times to fix a complicated issue and they’ve been excellent. I recommend having a home warranty. And we're happy enough to keep HMS Home Warranty and renew with them.

This warranty is the worst company to deal with. None of their employees knows what is going on every time you call. I have been with HMS for 13 years and now when I need a major thing fixed like my A/C nobody wants to help me get it fixed. I started my claim for my broke A/C on 7-14-18 and yet nobody from HMS has contacted me about what is going on, I have had to call them almost everyday to see what is happening and each time I call I get some lies about what is going on. I have asked to talk to a manager on several times and I am told they are busy with other people and they could call me back but no manager has made a attempt to call me back and by all of the complaints I see, I don't think there are any managers either because nobody has gotten a call from a manager.

for 7 years I use and pay home protect looks like for nothing. very bad my experience and I'm going to find another company and switch them.

If I could I would give this company a zero. It is by far the worst company I have ever dealt with. I am easy to please and this company has not even come close to it. ALL I want is to talk to a manager that knows what they are talking about and can explain stuff to me without having to transfer me to a different department. They were first contacted almost three weeks ago regarding our AC unit being broken. I am still dealing with them. What is the most upsetting is that I never get a phone call back and every agent says something different.

TotalProtect was better than other home warranty providers and they covered better. I'm now with them and I've gotten contractors to do the repair all the time. Whenever I called them, I usually got somebody out here within 24 hours. My dealings with the reps have always been excellent. When our air conditioner broke, the whole air conditioning unit and the heating had to be replaced. That went very smoothly and we were satisfied. I call the company that put our AC in every year and I have them come out and service it. But this year, I had to use TotalProtect because my line had gotten stopped up, although I could have fixed it myself if I had known that.

I wanted to get a warranty to safeguard my property. I got one from HMS and it has been very valuable. However, there are services and little things that they don’t cover. Also, some of the vendors are okay and some are not. But when I call HMS back, they get me somebody else.

We’ve been with TotalProtect Home Warranty for quite a few years. The one we previously had didn’t cover near as much as they did, so we decided to switch. When I file a claim, I go online and search for what I’m looking to file a claim for. Usually, they’re very good at getting back with me to tell me who it is that’s going to be my provider. Also, I haven’t not had any trouble with any of the technicians. They’ve all been wonderful and it’s always the highest, professional work. I’ve never had to call anybody back to fix something they’ve already done.

I have been a member for close to a year and never submitted any claims prior until my ac started not cooling during late June and I filed a claim. The claim was filed and the next day a service rep called and came by to look at my ac. He came and checked and said I was low on coolant and the ac probably had a leak somewhere but he couldn't do it until it he submitted his paperwork for approval and he would call once it was approved. Well it's now August 2nd and I have not received a call back, I called him a few weeks ago and he said it was still not approved. I've tried calling the company and submitting a request online but no one has gotten back to me nor has the claim been resolved. I can't believe it would take so long to get this finished up.

I have been a customer for 10 years. They debit my account every month for the payment. I gave a 30 day notice to cancel because of crappy service. My washing machine is leaking and instead of writing a service claim they are stating I owe them money...I can give every transaction number for the last 4 years pf payments fro my current account...I do not owe them anything...This is the service they provide...

I just purchased a home and a week living in the home my air conditioning unit stop working. This has happen in the summer when the humidity has had been over 90% daily. I submitted a claim a month ago and still have not heard from HMS or the company Naab Air Services whom they have contracted the work to. I have contacted HMS on several occasions and while the customer service is great, I keep getting the same answer “parts are being ordered”. I am not sure where these parts are being ordered from but I doubt HIGHLY it takes a month to get a air conditioning unit! I have been extremely disappointed with the fact HMS will allow cases to drag out this long or continue to contract out to a company like Naab Air Services. I would never use HMS again!

I have a couple of houses with Cross Country. One time, I had a little problem in getting them out because they had to put a part on it but we got that straightened out. Then one day, my tenants called and told me that they didn’t have heat so I called Cross Country but they said they couldn’t send out anybody that day when the temperature outside was supposed to be 100 degrees. They said somebody would come out the next day at 12:00. We waited but nobody came.

Things happen to your home and it’s good to have a home warranty. I have been with TotalProtect for quite some time and submitting a claim has been very good. I do it over the phone and they send people right out and they do what they have to do. They also send people out for maintenance and so far, I have had a good experience with them. The technicians were friendly and knowledgeable of what they were doing. TotalProtect is a good company to go with and I have had no problems.

The process of submitting my claim with HMS Home Warranty went very smoothly. I had a very good relationship with the contractor who came to work on my air conditioner. In a matter of minutes, they fixed it. They did very well, too. I'm satisfied with HMS Home Warranty and I like their price as well.

I placed a claim on 6/21/18 for my a/c unit at my townhouse. As of 8/2/18, the a/c unit HAS NOT BEEN REPAIRED! I looked online and saw that Total Protect was waiting on parts, you have to be kidding me?!?! It has been 42 days without air in the summertime in North Carolina. I finally called to Total Protect and they tell me that "the parts came in today 8/2/18 and they contacted the service provider and they placed us on the next available run". Well the next available appointment they have is 8/9/18. Making that 49 days without air!!! I never would've have purchased this plan if I knew it would take that long to get repairs handled.

I have never written a bad review thus far, but my experience with HMS has compelled me to create an account here and write a review to share my experience. An issue with the plumbing system in our house caused us not to have any water since July 29th. We called on the morning July 30th for help, and we were told this is an emergency and it will be forwarded to Dispatch Department for immediate service; we never received any call or email or any help that day. So we called again on during the early morning of July 31st, requesting help; we were told this is an emergency and it has been marked as an emergency in the system and the Dispatch Department will reach out to us later in the day and told us to call back if we did not hear anything that day.

Placed a claim 7/18/18 for a/c parts to be ordered. Was told it would be 3-5 days. It’s 8/1/18, and they’re telling me the parts will come any day, but they don’t know the tracking number or even if the correct parts were ordered and when they’ll arrive. I have a child born prematurely that has lung issues. We’re keeping him safe, but it’s frustrating to pay for a warranty in which you can’t have the peace of mind when you really need it.

Product was appealing because of ability to pay monthly via inclusion in my monthly mortgage payments. But, ultimately so not worth it.

I had a well pump go out, called HMS and opened a claim. A company showed up but was not equipped to handle the job. I called back and was told that there was not a company within the HMS system that would have the required equipment but I could find one on my own, pay for it out of pocket and get a reimbursement in 4 weeks.

HORRIBLE customer service! I filed a claim for repair of my dryer over 2 weeks ago. They sent Sears out for the repair 5 days later. Sears had to order parts.so rescheduled appointment for 7/31. Sears came to install the parts. Parts did not fix the dryer. Now they say they have to order more parts. Unsure if that will fix it or not. So, I'm supposed to wait for another week to SEE if they can fix the dryer. Meanwhile, the charges to Total Protect is already close to $400 (with dryer still not fixed). I called TotalProtect to see if this could be expedited or if they could replace the dryer. NO CUSTOMER SERVICE! They told me to wait another week. I asked to speak to a supervisor. They said they are busy. I asked for a Supervisor's telephone number. They said they can't provide that. They simply don't care. I will be canceling my home warranty with them and go with another company. So now, I've paid the $100 deductible plus I will need to go buy a new dryer because they are not doing anything to get my dryer repaired or replaced. HORRIBLE CUSTOMER SERVICE!

We signed up for a home warranty with this company via our mortgage provider. We thought we were covered. The warranty company allowed the coverage to expire without notifying either us or the mortgage company! Now the mortgage company won't refund our money, and our a/c went out 7 days after this company let my coverage lapse, which cost me $5000! I'll never make the mistake of using them again. If I could give less than 1 star I would.

Hello, I'm actually in the process with them regarding a claim for my AC unit. Open the claim was ok, the AC contractor came and did an estimation. It will cost $8,000. Now, HMS is saying they don't cover because previous owner had same evaluation from the contractor and they didn't fix it. That's not true, and if it is they must show me the proof. So far they asked to see my home inspection report, I hope it will work... If not, I will need to go to arbitration.

TotalProtect Home Warranty answered questions throughout the years and my most recent claim with the washer was very easy. I just submitted what I needed and they got back to me to let me know who to call to get it repaired. The repair person was here within a week. He needed some parts, so he got the parts and came back as soon as the parts came in. Everything went smoothly and he was able to fix the washer.

My realtor bought HMS Home Warranty and we've had it since about the end of March. Submitting a claim was pretty easy. I called the warranty company and they gave the name or number of the contractor. Then, I called the contractor to schedule an appointment for someone to come out. The interactions I've had with their contractors have been pretty nice. They were very mannerable and they explained things to me. And as far as any future problems, I just give them a call back. It was good customer service and thus far, I've had good interaction with the company.

Cross Country Home Services is the first home warranty we've used. They were sponsored by our bank and we've had them quite a few years. We usually call in to submit a claim and they used to be very quick to get someone out but now, it's getting slower. They've been saying that there were no people in our area that will do the preventative maintenance check.

When buying a home warranty package, companies usually tout how they take the headaches out of dealing with home repairs, and how they can save you time and money. Don't buy it. We have a home warranty as part of our house closing on May 21. On June 8, our microwave went out. It still has not been fixed. The first appointment that Cross Country set up never occurred. The second one happened but the guy couldn't fix it and gave up. The third one Cross Country scheduled never came. They then told me it was up to me to find a repair shop. So then I worked with Sears Appliance Repair, which after jumping through numerous hoops, I finally got someone from Sears to come to our house on Friday, July 13. This was after the appointment I had previously scheduled on July 12 was mysteriously canceled by Sears.

Folks - Has been 9 weeks since end of MAY 2018. 7 servicemen have been to my home over the last 9 weeks for my washer. They have deemed it NOT REPAIRABLE, yet no claim credit has been issued. 7 agitators ordered - 7 service calls. This is nothing short of absurd.

I have a TotalProtect account for a long time and have three properties covered by their insurance. Their reps have been excellent. Whenever there's an issue, I call and tell them what's wrong. Then, they would tell me which provider it would be and give me the number. The provider would call and we would set up an appointment. The provider would come and evaluate the problem and if it's something they could fix, they would. And if they couldn't, they wouldn't. The latest company that came was Yates Electric. It was for a checkup and the lady that came was excellent. She did a full evaluation of my house in terms of what I needed to do and then Mr. Yates sent an estimate. Overall, I was very impressed. TotalProtect is a good insurance policy.

When we bought our house, HMS Home Warranty was offered to us and we went along with it. Our experience with them has been good up until the most recent claim, which has not been good. On June 20th, we initiated a claim for our washer, dryer and refrigerator. None of those three claims have been completely resolved and we’re now on July 27th. We've had technicians come out. Moreover, we’ve had three technicians for the refrigerator. They misdiagnosed and ordered the wrong parts. Then finally, it has gone through for replacement. That’s where we're at with the refrigerator.

I got a card from my mortgage company with my mortgage bill and it said that if I wanted to get the warranty of Cross Country Home Services, they can add the warranty payment to my mortgage payment, so I did that. I've used my warranty a few times already. I usually filed my claims over the phone and my interactions with the reps have been pretty good. But with my last claim, they took a long time to find a contractor for me. Then, when they found one, they were supposed to call me and tell me they had done that, but they didn't, so the communication was poor. Also, I was told a number of different things that were incorrect by a rep who may have been new at the job and not quite experienced enough.

I'm very happy with HMS. I'm an agent, and I use them also. My experience submitting claims online has been very good and they usually get me service within 24 hours. Their techs have been very good at work too.

I would give less than 1 star if I could! First we asked them to fix a washing machine, when it wasn't fixed a couple of days later, they told us it would be another $100 deductable...since we didn't want to put $200 repairing a broken machine, we bought a new one out of pocket. EXACT same thing happened with a dryer. We filed a report about our garage door and when we couldn't get the contractor to call us back, they said that it was the only one they had, so they didn't fix our washing maching, our dryer and now our garage. If that was not bad enough...our air conditioner has gone out with heat indexes in the 100's. My house is so hot, my wood floors are starting to warp. Instead of letting the repair man pick up the part and fix it, it has been in "RESEARCH' for SIX DAYS...how long does it take to google a part in this day and age???? We call then every day to be told every day that is is in research....then whenever it gets out of research, they will have to ship the part. I have a young child and 3 dogs who are really suffering. My poor dogs are constantly breathing so hard, I am concerned. At this point, I am about to file fraud charges with my state attorney general and seek legal help.

I was a new homeowner and I wanted peace of mind in case something goes wrong with my house. HMS Home Warranty was referred to me by my friend who had a good experience with them. I go online or call to submit claims, whichever is convenient at the time. In the beginning, it was kind of a hassle to do it as it used to be all call and my interaction with the rep I spoke to on the phone was not good most of the time because of the long wait. And sometimes, we get disconnected for some reason. After that, I started switching online and even online sometimes, I can’t describe what exactly the problem is and I want someone to talk to.

I submitted a claim for my refrigerator June 20th, a tech came out, and said the control board was defective and he had to order a part. A follow up was done on July 6th and he said the replacement board was defective and they would have to get a new one to replace the new part they just put in. Another week goes by and the new part is finally installed, and once again the refrigerator is still not working. I call and ask for another company to come out, and they tell me they will be there that afternoon, but no one shows up. it is 39 days later and I cannot get someone to come and fix my refrigerator, or my problem solved. Paying for a service I am not getting

I have an HSA account that is good from October 2017 to October 2018. My A/C went out back around June 13th and it is now July 30th and still no A/C. I live in Maryland where we had almost record breaking temperatures the next couple of weeks after the 13th of June. I have been in contact with my home warranty service since June 13th about 3 to 4 times a week trying to get someone to fix my a/c. They always tell me someone will contact me within 24 hours to schedule an appointment, and no ever calls or shows up. I have asked to talk to a supervisor numerous times and they always say the managers are busy. I would just like to warn everyone that this company is a scam. Do research on it and you will see for yourself.

I've been with Cross Country for around six years now. In the beginning, I thought they were a good deal and the best thing that ever happened to me. With things being fixed and the copay at $75, I didn’t see where anybody could beat that. But now, I'm sitting on the edge because there was a $100 that went up for my copay and in different days, they do not pay for the half for fixing the house like for the outlet. And on the outside of the house, they absolutely do nothing. They should take on more responsibilities in what they’re doing because I’m paying my monthly fee. And then I have to pay $100 on top of that for anybody to first come out and then pay if there’s anything left to pay. Also, during the hurricane season, calling them to get somebody out was bad. Other than that, everything worked out very very well. I feel safe having Cross Country. However, if something else comes along offering a lower bid, I’d take it.

The biggest hold up I’ve had in the whole system of HMS were the times when we put the claim in until you ask to get response back with the unit or the issues being repaired. I’ve had some major problems with fixing it. I’m a little more concerned than most people. I’ve got cancer and without an air conditioner going into the summer months are very tough. I called HMS several times. They did put me on the priority list as far as a medical priority, but it takes a little bit long for them to react to the issues. This last time they took over two weeks to make a decision on replacing my part. They’re short on people. They don’t have facilities or the resources to be able to make it happen quicker. They need to get more people involved. Two to three weeks to get changed for a unit is a little too long in the summertime but overall HMS is very good.

TotalProtect's customer service is fantastic. I’ve had TotalProtect ever since I owned this house and they have helped me with considerable amount of issues. We’ve moved over here from Alabama when I bought this house, and the mortgage company which at that time was Bank of America recommended TotalProtect to me. Submitting a claim with TotalProtect has changed a bit now because they want me to submit it online. And I’m not good at computers so I called and kept asking for a customer service rep and they kindly connected me. I’ve always placed it with a customer service rep before. In the past, the contractors that came out had been fantastic to deal with. There had been occasional issues with appointments set out late, which they would call and tell me that they were gonna be around a little late and if it was not okay, then we would reschedule.

The previous owners of this home recommended HMS Home Warranty for me. I am satisfied with the claim submission, and the representatives are smooth and kind, and we have good communications. Sometimes, however, I’m not satisfied with the technician being sent. If I ask in detail, they just do not explain in detail. If I call them, sometimes they also do not take my call. In those cases, I would call the HMS representative instead. He would then explain kindly and sometimes they would change the provider, and that was good.

Our air conditioner quit blowing cold. The first company Cross Country called out, that was in June, said they replaced the capacitor and got it working again. I had to put in an extra $100 to claim it. But then it started messing up again. Also, I couldn’t get these people to even answer the phone or return my calls -- I've called at least six times. That was hard. It was heating and cooling. So, I called Cross Country back, and they sent out Seely, and they seemed to be good. When they came out on the 18th, they were going to order something and they said it would take five to seven days, and I don’t know if that was workdays and included weekends or not. We are still waiting for the part. We've been with the company for a long time already, but I'm not very satisfied right now. But, overall, I'd still recommend them.

I like that Total Protect responds. Their reps are very polite when I talk to them. Also, the technicians they send out are good and what they do works.