Cinch Home Services Reviews

we purchased total protect & have never had to use it, we pay $54.95 a month & our deductible is $125. may 15,2019 we filed a claim for my wash machine (7yrs old) the 1st company they referred me to tells me they don't deal with this insurance company, total protect sent me to another company, they tell me the same thing. may 21st they referred me to sears, may 23rd sears came & recommended a new washer due to the amount of money it would cost to fix this 7yr old washer. total protect decided to order parts & fix, costing a little over $500, parts was to be in by june 5, well guess what...my parts are on back order, with idea when they will be in. now my fan went out of my central air unit & i'm told i have to wait 24 hrs for a company to contact me, to come look @ my central air unit. i called back last night & asked to be referred to someone else, our daughter has chronic asthma & our grand baby has upper respiratory problems. total protect told us to contact someone local & call them back for approval, so we did...well guess what they are giving us a run around & won't approve it, so i made a claim to the BBB. i do not recommend total protect, i suggest putting your $55 a month in a account & when something goes out you have the money to fix! do the math people.. $55 a month is $660 a yr & if you don't use it for several yrs it adds up, on top of the $125 deductible. IT'S A SCAM....DON'T BUY INTO IT

We have been a customer of HMS Home Warranty on two homes for over 10 years. Early on they were very responsive to our requests for service. The last 2 years when we’ve filed a claim, I get the impression their customer service department is trained to be slow and unresponsive hoping I will forget the claim. They’ve now added a third layer of bureaucracy between themselves and the repair contractors to muddy the process even further. It’s impossible to find someone to speak with to follow up in claims. I’m not sure their business plan works for us any longer. We are 2 weeks into a claim for a non working refrigerator and still have no answers on whether it will be repaired or replaced. If someone from HMS in a position of authority reads this, I would love for them to contact me to discuss our situation. Is it reasonable to expect a homeowner to be without a refrigerator for 2+ weeks - who knows how much longer this will be dragged out.

Last year, had a plumbing leak.. Fixed within three hours. This year, needed a total HVAC revamp (new heat pump, coil etc.). HMS repaired it with no hesitation. Thanks to an extra coverage I purchased to cover non-covered items related to a covered repair, I paid only the deductible and HMS covered the non-covered repairs as well. Tech said without the warranty, I'd easily have spent $5,000 today.

After 2 weeks of zero contact, we called them back, were told to find our own plumber, because they couldn't. It took us ONE DAY to get one to come out, at which point they did everything possible to NOT COVER the small repair. First, He's "out of network", plus they tried to say the damage was our fault that the 65 year old faucet broke. Imagine trying to con a business person out of the $75 difference between our deductible & his fee.. How awful.

HMS Home Warranty’s claims process is relatively easy except I don’t think I should have to be calling a service provider. The service provider could've called me to get something scheduled. I was told I’d be contacted by the service provided within 48 hours. 48 hours came and went, and in turn, I had to call back to the HMS person, and then they told me to go ahead and call the service provider. So, I did. Nevertheless, the technician was nice and pleasant. The interaction went well.

We've had HMS Home Warranty for 10 months now. I called up HMS for my most recent claim and talked to an advisor. She gave me a couple of places to call, and that was the worst part of the whole thing because nobody seemed to accept the plan. So I left it up to a representative to find us a contractor and someone was able to come in a couple of days. The contractor was excellent.

When we bought our house, HMS Home Warranty was part of our agreement. It was what the prior homeowners had and we stuck with it. I submitted a claim a month ago and it has been fairly easy for both my husband and I. He has had to call and then, we have also done it online. Last time, I submitted the claim online and HMS got a hold of me within the hour after I submitted it. All the technicians have been very helpful and they’ve all gotten everything taken care of that we needed done, and even answered some questions that we had for them.

When I submitted a claim to HMS, they came out very promptly. They worked diligently and cheerfully and solved the problem we were having with the plumbing. They were nice guys and pleasant to deal with. We couldn't figure out how to turn the shower on. It was what turned out to be the problem. So, another fellow came out. They had three guys by the time that somebody finally thought to call the manufacturer. The salesperson of the manufacturer of the shower handles explained to us that the shower needed to be pulled out in order for the water to turn on. So, we pulled the handle and the water came on and it's been running fine ever since. It was a positive experience.

I just bought my Home April 25th 2019, the home came with a Home Warranty through HMS. on Thursday May 30th, my air conditioning went out. I called and file the claim with HMS, and a technician came out Friday afternoon. The Tech through Lloyd's Air Conditioning and Heating assessed the damage and stated he would need to get a part and would be able to fix it by Monday or Tuesday. Luckily in the warranty hotel is covered for up to 6 nights. Little did I know It would take LONGER than 6 nights. I'm located in North Carolina and it's running about 90+ every day. I have a 4 year old. IT'S HOT!!!! I understand it takes time to get a part.

Starting on January 15 2019 I called for service for my refrigerator not making ice. The serviceman came and replaced a part and said, "You should have by tomorrow." We did and thought that it was fixed, by January 27 no ice again. Another appointment scheduled and the serviceman gets to work and says, "You needed an electrical component and by tomorrow you will have ice." This repair lasted until 2/23/2019. Same problem, another service call again and then on 4/25/2019 and 4/28/2019 and 5/13/2019. The last serviceman called the warranty company to explain that due to improper diagnoses from previous repairs my refrigerator's insulation Was not working and moisture got into the metal skin and caused it to rust. This caused warm air to come into the unit and No Ice was made.

I got HMS Home Warranty when I bought my house and it would be a year next month. This service was good. They helped me out and pulled me in the right direction. When submitting claims, I start on the phone but I end up doing it online. The website is easy to navigate. My wife said everything went good with the contractor and everything is working great, so I don't have any problems.

I've had a few engagements with HMS. I sent in claims for the refrigerator, the shower, the garbage disposal, and also for the microwave. The microwave one was a little problematic. HMS tried to do a good job, but they suffer a bit from too many cooks in the kitchen. They get different organizations as part of the configuration of the service. And that could be a little confusing to a consumer unless they're driven to get to the result. It's just the nature of the corporate beast these days. When HMS told me why they couldn’t cover one of our claims, I could live with that. I could have a spirited discussion with an informed guy and accept why they wouldn’t cover it. But I got 10 calls about the same thing where they already decided not to cover it. There was some disconnect in terms of the number of people that are pursuing these things because they got too many cooks in the kitchen on the claims.

We have been dealing with Sears/Cross Country since FEBRUARY 15. It clearly states in our contract that if it cannot be repaired it will be replaced. As of today 6/3 we still have had no resolution but rather a runaround. It was determined back in February that there is no part made to repair it. Countless phone calls and emails have not helped. We get the same scripted message that our situation has been escalated. Today we still have a fairly new microwave just sitting here and Sears continues to charge us each month for a warranty service that does not serve. We have been Sears customers for over 50 years so you can imagine what a disappointment this is to have them outsource to a company that will not to honor their warranty contract.

Let's start from the beginning....my wife wanted to signup for this last August/September 2018 from hearing about it from her Aunt and their experience from using this warranty. So we decided to go ahead and sign up. This Spring we turned our AC on and it didn't get cold. So I called on Friday April 26th to see about getting it looked at. Fast forward to now Sunday June 2nd and we still have not had it fixed. I have made at least 4 calls in to customer support only to get the run around every time with false promises and more lies. The last call I was told I would have an email two days ago on Friday to show exactly when it would be fixed and what I had to pay. Keep in mind I have a $125 deductible. They said only certain things are covered and I would be liable for the rest. When I called the first time to report the issue I had to wait over a week just for a return call by the special dept because there wasn't a service provider within 75 miles of me lol. So here my family sits day in and day out in June in Kentucky humid heat waiting for the next lie. If you read this please keep looking for alternative options. I would not recommend this warranty company to anyone, anytime, or anywhere. All this over an A-coil with a small leak that just needs to be replaced. If this was a total unit replacement it would be one thing but we are talking about a small job. If I dont hear something within the next few days I will be talking with a lawyer to see what my options are.

My dryer had smoke coming out of it one time. I submitted a claim for it over the phone to HMS Home Warranty and the tech who came was very efficient and knowledgeable. He fixed the problem and we haven't had any more concerns since. Though sometimes calling HMS can take a while, I just get back to call. I recommend their service.

Submitting claims to HMS has been relatively easy. I can do it online and I've had to call their customer help line when I've had a few questions. I've waited more than about 10 minutes any time I've called. So far, I've had nothing but good experiences with everyone that they’ve sent out. I got the business card of the plumber that they contracted out because I really enjoyed his work. He was really nice. I've switched to the heating and cooling people they’ve sent out for a couple issues I've had to service my bi-annual heating and cooling. I've had nothing but good experience with HMS and I like the peace of mind that comes with it. I've recommended HMS to a friend that just bought a house.

Updated on 07/31/2019: After multiple attempts to fix my dryer, HMS offered to replace it with a unit that does not stack, or send a check for about $300 less than the unit they offered to replace it with. The unit must stack to fix in my laundry "closet." They refused to offer a stackable unit that would work saying that they did not have access to any - tough luck. They would not send the $850 the unit they suggested so that I could buy a stackable unit.

It has been almost a month and there is no sign of getting the AC unit replaced. It has been on back order for more than 2 weeks now and there is no ETA. Customer service is courteous but has no clue on the ETA either. It seems the purchasing or the authorization team that looks at procurement are sluggish and do not want to take alternate measures at all. Overall HMS seems to choose to let the customer suffer over customer satisfaction. This is certainly not a good first experience for me to recommend HMS to anyone.

Many years ago, the Realtor and I used to offer home warranty. And then, I bought my condo and it looked like some of it might be sketchy. The furnace and the AC had never been replaced. So, I thought it'd be in my best interest, and I got HMS. I've submitted one claim, and it was crazy easy. It was a breeze. The contractor was good and did what he said he was gonna do. I did have timing issue because he said he'd be by sometime Saturday, and he didn't show up until 4:30 and he didn't finish until 6:37 to do a hot water heater. It was not the end of the world, but the problem I had was he didn't give a specific time. Other than that, he was fine. I would absolutely recommend them again.

I had HMS Home Warranty before and I stayed with them. They sometimes service the air conditioning unit but the deductibles are high. On one of my claims, the contractor showed up but he didn’t do anything about my dishwasher. I called HMS and they said that he couldn’t enter into the property. He put a note that the landlady did not allow him to enter. However, he went inside, checked and came back out. He looked like he was not a competent technician. He said when he came inside that it was an old thing. He didn’t even try to run it.

We purchased a home warranty when we bought our new house. As the weather got warmer, we realized that our AC unit had died. Called HMS and set-up a claim over the phone and got immediately connected to our local service provider who came out just a couples days later. Easy, right? Wrong. Our outdoor unit needed two parts replaced, one that the service provider had on hand and one that needs to be ordered. Okay, no worries, how long does that take, we ask the provider. “Typically 3-5 days, but it’s all up to your warranty company.” He then explains to us that the company frequently has delays and that we need to call them and “check-in”. I should’ve realized that this would mean a lengthy wait for us, but I’m optimistic and hope for the best.

I've had HMS Home Warranty since I purchased the house back in 2014. I have a home warranty for no other reason other than the HVAC. When I purchased this house, I know that the HVAC is one of the most expensive things that you can get and one of the most expensive things to repair. Recently, I called them for the HVAC unit for the first floor of my house that just totally stopped working. This happened on a Friday afternoon, the perfect time for an HVAC to die. We have two elderly people who live with us, so I was hoping that they would be able to get someone out on either Friday or Saturday. But HVAC people apparently don’t work on weekends. So, they were able to get someone out on Monday. The guy came out. He was here for about two hours and he assessed everything, and fixed it.

My next-door neighbors have got HMS warranty for a couple of years, and they were really happy about it. I was with another home warranty company and was happy with there, but I wanted to try HMS. And the most important difference that I saw was that the response time that HMS had was amazing. I didn’t have to wait for a long time on calls to place my claim, and even to follow up about the claim. They had continuous text messages for booking appointments and everything. It was a very seamless process for me, which I really appreciate. Fortunately, with the two services that I had with HMS, the people were very knowledgeable, polite, and professional. They came down and did the work, and they cleaned up after. Overall, the service that we got from HMS was good.

Melissa ** from Nashville, TN

We've had HMS for almost five years now and we've been liking them thus far. Submitting claims has been a good experience as far as getting repair people out goes. However, the process takes a bit longer if I have to have a replacement. There was a time when we were almost three weeks without a refrigerator before they had that replaced. Nevertheless, HMS gets people out really quickly to do repairs and I've liked every contractor thus far. They've been really helpful.

MAY 3rd I opened a claim for my HVAC. The first company, Montague Heating and Cooling, that HMS sent out told me he topped off the freon and to buy a new filter and it was good. Did what he said and still did not work. Spent two weeks trying to get ahold of both HMS and Montague, finally got a response. The second company came out to my home, Cutting Edge. The first gentleman said he filled the freon and it was good. It stopped working an hour after he left. Contacted the company the came back stating it needed a switch board. The AC company stated it would be weeks before HMS could get the part so they were ordering it.

I knew HMS Home Warranty's field rep well and she was very helpful. If I needed anything, she'd be right there to assist me. It was also very easy to deal with HMS directly. I could call the company here and they would put it in place very quickly. They could get the premium to a closing office. It could be done in the day of closing. It was all very convenient and I understood it very well. I have five rental units and all of them are insured with HMS right now.

We purchased our home a little over a year ago and just renewed our warranty for a second year after a relatively successful first. Unfortunately, since we made the decision to stick with HMS we now pay more for the warranty, higher deductibles, and in exchange get terrible service. Just what you’re looking for as a customer, right?

I called HMS because my hot water heater was leaking and was connected to Murray’s Plumbing and Heating. They assessed that I needed a replacement. Eight days later Murray’s came back to install a new heater and was done within 1 1/2 hours. My out of pocket fee was a whopping $690, plus the $100 deductible, in addition to the $50/month charge. Never did I hear from HMS about my out of pocket cost. Smh. I called HMS only to be texted a link to follow the status. (This sure isn’t Chick-Fil-A... Poor customer service). When I get through to HMS to ask for an itemized list of what HMS paid vs my cost. I’m told by the rep. HMS paid approx $400 for the heater and $70/hrs for 2.5 hrs. ARE YOU KIDDING ME?? I DO NOT UNDERSTAND THE MATH HERE. I will scream to the top of the hill to everyone. DO NOT ENROLL WITH HMS, IT'S A BIG SCAM.

I have a vacation home and obtained an HMS Warranty, thinking things would be easier with one. WRONG. A/C went out on Friday 5/24. We were assigned a provider who came by and said a part was needed and that HMS would purchase and send. On Wed, provider showed up without calling and said he had to purchase the part himself. He then "fixed" the unit and left. Within minutes, it wasn't working again. Called him back, he said he'd be back that evening. Never to be heard from again.

New water heater installed under a claim was purchased by HMS and installed by a local plumber. Extras that were not mentioned to me upfront cost me $650.00. AND the new water heater has leaked since day one. Nobody wants to take responsibility. Even though they guarantee their work for 180 days, and it's only been a week, I’m supposed to go back to the manufacturer, not HMS. Installation and the cost of shipping the heater back to the company are my responsibility. I don’t call this a warranty. I call it a ripoff.

I had TotalProtect for years then they merged with Cross Country and since the merger, the customer service has been 300% better. When it was just TotalProtect, there were days that I would wait an hour to an hour and a half to speak with somebody. With Cross Country, I've never waited on the phone very long to get a customer service rep. Not only that, but there was a supervisor who called, wanting to make sure everything was okay and that our order turned out right. I was very impressed this time. But when the company switched over to Cross Country, the price of my coverage also went up about $15 a month. That was a little extreme and I ended up taking appliances out of my coverage.

My warranty with HMS came with the house when I bought it and it was good. I used it two different times but it was for the same thing, the AC unit. They came and fixed it the first time last year around July 6 and the guy from a company that HMS used wasn’t very professional. He replaced the blower motor and what he did may have been exactly what it was supposed to be. But sadly, when they had to come back out this year about the beginning of April, it turned out that the blower motor had been blowing in the wrong direction for the past year. So, the tech who recently came out kind of fixed that. I don’t know if the blower motor was the issue of why the AC stopped working again because it got jammed up. But I guess the initial repair was only good for six months and it had been over six months. So, I ended up paying $200 for something that still wasn’t fixed.

I renew with HMS whenever it is time as I've never had any issues with filing claims. I submit online and it has been fairly quick. Navigating their website has been easy as well. Additionally, their warranty is reasonably priced. However, I had a negative experience when I was trying to get my AC repaired a couple of years ago. The technician who came to service my unit was very unprofessional as he didn't know what was going on. He gave me an appointment time range from 10:00 to 2:00 during which I made sure I was at my residence. At 2:30, I called and asked him if he was arriving and he asked me where I lived and what he was supposed to come to my house for. He then said that he was gonna be an hour late and that he should get to my house at 3:30. 4 o'clock hit and he didn't arrive yet. So, I called him back and that's when he told me that he was not gonna make it. He told me to call and reschedule.

We filed a claim 4 months ago for our pool heater. They require the homeowner to do the legwork to get a service call. The service company was totally incompetent - had no experience with the equipment. After countless days off work for service tech to come and evaluate the heater and runaround calls to resolve the claim, we were denied because someone who owned the home previously had already filed a claim on this equipment - WE are new homeowners under a brand new contract with no exclusions noted.

Actually zero stars. We have called HMS 10 times, been put on hold, disconnected, told a check was coming and still have not seen the check we were told we would receive for a new hot water heater. Today is May 29th. We started this process on 4/18. We were told we were approved to receive reimbursement for the hot water heater that quit working. We were told a check was in the mail 4 times. Why are we getting the run-around? On 4/18 Fransisco said the payment was approved and to allow 7-10 business days. On 5/2 David said they would expedite the check and it would be sent out on 5/3. On 5/15 Mary then Kaitlin said a check would be coming. On 5/21 Elisa said a check would be coming in the next 48 hours. On 5/23 Cole said wait until the 31st, a check would be here. This is beyond frustrating and I feel HMS is a scam. I will be filing a complaint with the BBB and FTC. Not that it will get me the $993 they owe us.

I filed a claim on Monday citing my refrigerator has failed. It is now Wednesday and after calling HMS customer support 4 times they keep telling me they are looking for a vendor in my area to fix my refrigerator and that I need to just wait. I live by a large city and can’t fathom how they are unable to find a vendor in my area?? Right now I feel like I wasted money buying HMS Home Warranty coverage as they are not honoring their coverage. Buyer Beware! I will update this review if I ever get any help from HMS. My service order # **.

I have been a member of TotalProtect for several years and they have been consistent, fair and provide good customer service. The claims submission was expedient. The reps were knowledgeable and respectful. However, they were a little slow in getting back to me. Our scheduling didn’t always coincide. But the contractors came out within a reasonable amount of time and the quality of work was excellent.

I had a need to cover components that weren’t went normally covered. With HMS Home Warranty, the claims submission has been pretty straightforward. It’s a good process. I've done both over the phone and online. For somebody who doesn’t understand websites, they may have a challenge but I haven't had any problems with doing it online. Their reps have always been very straightforward and helpful and the contractors have been responsive. The quality of their work is as they've stated and I recommend HMS to friends and family.

I usually call a 1-800 number for my claims. The first one was my refrigerator ice maker wasn’t working and the gentleman came in, defrosted my ice maker and then went down and checked the cold water line downstairs. He found out it wasn’t tapped right, so he fixed that. He also checked out the drainage on my dishwasher. Come to find out that the seller did not take out the air drain plug from the new disposal, so the gentleman fixed that. I also had a plumbing issue where the seller did some tile grouting and decided to clean his tools out in my bathroom and it clogged up the drain eventually. HMS called a plumber in to fix that too. From walking in to walking out the door, the techs were great. They did the job and they did their cleanup as well.

In March 2019 I called about a problem I was having with my refrigerator. Total protect called a sears technician to come out. It was going to cost $950.00 to fix the unit. Every time the tech put in the cost of the repair Total protect kept rejecting the claim he was trying to file on his phone. It kept telling him that he needed to lower his cost down to $300. But he couldn't. We even called total protect but they said they were waiting for sears to submit the paperwork and sears said they did submit. I have a copy of the error messages so I emailed Total Protect the information and all they could tell me is they are waiting for sears. I am so disgusted!. I had to go out and purchase a new refrigerator. Ive reached out to Total Protect but they just keep saying they need the paperwork from Sears and Sears said they sent it. What a JOKE!!

Our recent claim with HMS was for a broken garbage disposal. It was easy to submit the claim online and dealing with their reps was fine. They were knowledgeable and were able to answer my questions. The service got scheduled in the same week. It was really fast. The technician that they sent out was a little weird but he got the job done all on the same day. It was convenient and I was glad that I had HMS.

Submitting a claim online is very easy because it's the third-party, the person who's actually coming to your house, that calls you back. The only problem I had is that I have a heating system. It's called a geothermal system and they were unable to help me 'cause they couldn't find somebody that was in their network to do it. The thing that bothered me was they recommended me finding somebody who does this type of heating. They said, "You would have to have them call." The contractor called them and no contractor wanted to do that.

I put in claims to have my oven and three ceiling fans fixed. TotalProtect paid for the service call for the oven, but they said it didn’t cover the automatic lock for the oven cleaner. But to me, that’s part of the oven and nobody would discuss it with me. The ceiling fans are 12 years old, and the remote control sensors that turns the fan on and off were out. TotalProtect approved for a guy to come look at them. I live in a small town from Pueblo, and they approved $80 an hour and three hours travel time. While the guy was here, he called TotalProtect to tell them what was going on, so he knew where to go with it. They transferred him three times, which happens a lot with them people, and then he got disconnected. He said that he was getting $80 an hour and he was not gonna take time to call them back again. So, he wrote everything they needed to know on the invoice.

I got an offer on the phone, and at that time, TotalProtect was affiliated through my bank. And I took them up on the offer. I’ve loved it. It’s coming so handy. I've had coverage since 2011, and submitting claims has been really easy. I recently had a claim with my washer, and they replaced the pump in it. The contractor was polite and friendly. They came on schedule. They had to order parts and it took about three weeks to get everything fixed. Overall, the TotalProtect contractors' quality of work was amazing. They replaced the condenser in my AC unit. With the garbage disposal, I had to call the guy back because it was leaking. He came out within a couple of days and handled that well.

My experience with HMS Home Warranty was great. My air conditioner wasn’t working and I called the number that I was given when I bought the property, and within three days, I had an AC technician come out. He diagnosed the problem, and he fixed it right away. Everything went great.

I’ve used HMS three times in the past year and it's very valuable. All the contractors we’ve had had been great too. They come on time and fix the problem quickly.

My home has been covered by TotalProtect for a while. All my claims but one went fairly well. I had work done with my HVAC system, and the vendor never came back. We had to play phone tag. Luckily, we have alternative heating systems in our house and we got everything squared away. And they made sure no extra cost came out of our pockets. So, I was okay with it. All the other contractors seem to be fine. They come in, they do their job, and they're always very professional. All in all, TotalProtect's prices seem to be fair and everyone I spoke to generally has a great attitude. They're about helping their customers. I would recommend them to other people. Even when I had a bad vendor, they followed up with a really good vendor.

Our washer which had been repaired few times for the last 2-3 years finally gave up and broke down on a wash cycle. The technician submitted a report claiming that a comforter was stuck and HMS denied the claim because a comforter was stuck and hence the failure is not from wear and tear. WOW, when a technician calls a table cloth a comforter, you know we are in for a long claim process. So, we called and explained and offered to send pictures, to send someone else and to even mail that tablecloth to no avail.

HMS was the home warranty when we bought our house and we've been with them going on two years now. It seemed reasonable. They have made the claim process pretty easy and they handled claims quickly. For the most part, their reps were okay but there was a time or two where there was a bit of a language barrier between me and who I was talking to. Other than that, their techs did excellent work. HMS has been really good to work with.

I liked the whole picture of trying to make sure that we’re protected if something went wrong. So, I decided to purchase a home warranty and I chose to get one from TotalProtect. Recently, I had a claim and I just called it in. The process seemed to be pretty easy because the guy came out here quickly. When he called me, it sounded like he was working from home but other than that, everything was fine. He set up an appointment, came out, and our interaction was great. He told me what he was gonna be doing and explained everything to me. Then, once he found the problem, he told me that he had to submit it to TotalProtect. He also gave me the time frame I would be looking at, so I kinda knew I’d have a week to wait and that was good. I was very happy with my experience and having the warranty gives me peace of mind.

I’ve had some of the other home warranty providers before and I wasn’t really happy with them. So, when I got information on TotalProtect Home Warranty, I decided to go with it. Submitting a claim with them has always been very favorable except for two years ago. We had had problems with the air conditioner and they sent somebody out and then the problem wasn’t fixed. We had to call them again, so that meant days went by with no air conditioning. We live in Las Vegas, so that was very uncomfortable. And then they were supposed to be free because they didn’t do it within 30 days. So, they were supposed to come back and do it. And the company they sent out told my son, “Well, if you want it done now, you’re gonna have to pay us an extra $200 or else we’ll put you at the end of the list. My son agreed to it.

HMS Home Warranty was included when my wife and I bought the house. We’ve had it since this past December. We did the claims over the phone and preferably, I would like it if they could make it easier to talk to someone versus pushing a number for each person for what I need to do. The claims process is not a problem once I talk to somebody. The claims reps were helpful and their customer service has helped me for whatever questions I asked.

I researched and looked online to see what the reviews were, and I talked to several people who had home warranties. American Home Shield was recommended but when I called them, I could not get a hold of anyone. When I called TotalProtect, they answered the phone and answered my questions so, we went from there. We had a couple of issues and they sent someone out. There was one contractor who did not show up during his scheduled time and I tried calling him back but I could not reach him. So I called TotalProtect the second time and they said that they would notate that on his callout. The rep apologized and took care of it quickly.

An HMS Home Warranty was recommended to us during the purchase of a home. We learned after moving in that the fridge ice maker was not working and the line leaks water onto the floor. HMS sent out a provider who came once, spent 10 minutes, told us to buy a new water filter, and never returned. They submitted a diagnosis without opening up the fridge and now are saying the parts are unavailable - meaning the fridge is un-repairable. HMS refuses to get a second vendor to come out and look at the fridge to see if they are able to repair or to provide a replacement cost/fridge. Twice I've been told a Supervisor would call me and no one has returned the calls. I've spent hours talking to people and have no resolution and am not any closer to having a working fridge. I do not recommend HMS Home Warranty to anyone.

Terrible for the third time. I have had HMS for my home warranty for 5 years now. Every time I have to deal with them it is a joke. I have to fight them for every claim! I recently filed a claim for my freezer/refrigerator. I followed their directions and had the service company that they selected for me come out. The first technician said he needed parts. The parts were ordered and the second technician came out to make the repair. Now both times I had to empty my freezer into coolers in my kitchen. When the second technician came out he said that the model I had was a sealed system and it could not be repaired. A few days went by and I never heard back from HMS so I called them. They said they didn't have the diagnostics. So after a couple calls back and forth the service company got them straight.

Last year I had a claim on my sub zero refrigerator, HMS could not find a company in their network that was certified to work on sub zero equipment so I had to find a company which was no big deal. This year the freezer broke on the same refrigerator. Again HMS could not find a company in their network that was certified to work on sub zero equipment. So, again I went with the same company from the previous repair. This time however HMS denied the claim stating it was a non mechanical failure. The technician from the company was very confused and submitted multiple descriptions of the issue which was to described to me as almost identical to the issue that HMS pay to repair on the refrigerator side the previous year.

Submitting a claim online to HMS Home Warranty was very easy. Their contractor scheduled me for a Friday but then as soon as he had an opening, he asked if he could come by on Thursday. However, the quality of work was not up to par because he said that the ventilation needed to be reconfigured because I wasn't getting any air out of the vents upstairs. Also, I didn't like my experience when I called to follow-up with the recommendation of the guy that did the service for the AC. Someone was supposed to call me back but then nobody got back to me and I felt that HMS' reps were just saying things to get me off the phone. They did not say whether I was covered or not covered. I ended up bringing another AC guy in and he found that my louvers weren't open. HMS's contractor did not look at my unit thoroughly. If he did, he would have discovered that I had louvers and they just needed to be opened.

My daughter got the TotalProtect warranty and recommended it to me. I had heard of other ones but at the time, she said that was the best one. I gave them a call and signed up. I’ve had TotalProtect for 15 years now and I’ve recommended it to some of my neighbors and some other people. I’m an advocate. The claims submission process is really great. I do it over the phone. You can also do it online but I’m old. I like to talk to somebody. The only thing is their deductible went up. It was $75 for a house call and it went up to $125. That was a significant jump. It’s not a 10% or 20% raise. They should have raised it up to no more than $100, if that. It should be more gradual than a significant cost.

TotalProtect's program is really good. The cost keep on going up a little each year but it’s still very reasonable. With them, you have a choice of different plans and what’s nice is that they guarantee their work for six months. So if my washer and dryer were both broken at the same time, I get charged one deductible. Filing claims with TotalProtect's is also easy. You just call in then they send a service person out and they tell you what your deductible is. One time, I had a major problem but I contacted someone that was a little higher up in the company and they took care of the problem right away. My experience with their contractors also depends on who TotalProtect sends out. I tell them the area I’m in ghen I usually have one or two companies that I like out here that I deal with if it’s an appliance or air-conditioner problem. And for the most part, I would give it 95% that they carry through what they're supposed to do.

We've filed two separate claims and had two separate HVAC companies from HMS come to our home to fix our A/C within an interval of just 8 days...and our A/C still does NOT work! Absolutely unacceptable.

If I could give negative stars, I absolutely would because they don’t even deserve a single star. We purchased the home warranty after we bought our home thinking it would cover all of our home appliances... right? Boy were we wrong! On May 2nd, we called this company to let them know our HVAC system was no longer working. They sent a contractor out to our home. On May 5th, said contractor came to our home to diagnose the issue. His recommendations were to replace the outdoor unit and the air handler inside. On May 15th, the research department completed its research and were sending us a new Lenox unit (outdoor unit with the matching air handler).

Again, this company found a way to continue to take my money by charging me an early termination fee after I was told thank you for being a loyal customer. Well Total Protect, how about you become a loyal company to your customers.

In fall 2018 a claim was made for an AC Unit. Contractor hired by HMS came out and said it needed replaced. We were told we were waiting on parts by HMS. So we waited.... until April 2019. Soon after I began calling. Each week it turned into "we need an inspection report". Sent the inspection report - website never updated to say anything other than "Waiting on parts". Then they needed pictures... They were included in what was sent, but okay - sent again. Again, website never updated - still waiting on parts.

HMS had coverage on our home when we bought it. I wanted the home warranty and it seemed like HMS was already aware of the house and what was in there. Right now, my claims are through emails and there haven't been any hiccups. During the process, I get electronic texts letting us know what is next and what to expect. The contractors have been good and very nice. They've been very professional and I've been satisfied with their work. I’m really happy with everything. I have a couple of homes and I use HMS and another company. Between the two of them, HMS is pretty good so I would refer them.

I had American Home Shield before and I was having some problems. I heard some good things about TotalProtect from a neighbor, so I tried them out. I have them for three years now and so far, everything has been fine. I submit my claims with them over the phone and the last time I had something done, the contractor was out the next day. The techs they sent out did a good job and I liked them.

Within the two years I've been with TotalProtect I haven't had any problems when I call. Whatever I need, they fix it pretty quick. The reps do a good job. They're pretty nice. They tell you what's going on and what you need to do and what's gonna happen. The technicians are good too. One thing I had couldn't be fixed. It went over the limit. But the rep called and told him to go ahead and fix it, so I was happy with that.

I moved into my house April 2018, the policy was purchased by the seller, as my basement sewer backed up after doing one load of laundry the weekend I moved in. I initially had a local Super Rooter come out to inspect the pipe, he did a camera of the line and realized that there were significant holes in the old cast iron pipe. I contacted HMS to start the process of getting it repaired. I had to go through three companies assigned by HMS who all were unable to complete the repairs, then I was assigned what they call "Owner Co", which is my ability to pick my own company.

Our water heater goes out and we end up with cold water. HMS sent out Bob’s Home Service last year and the guy re-lit the heater. Then April this year, we had another company come out and re-light the heater. Now, here we are again with no hot water and the same people last April is supposed to come out. I don’t have any problems with the people that HMS sends out, but they have to get it fixed ‘cause my wife takes a shower at 4 o'clock in the morning and it's cold. Whatever the problem is, they can’t keep re-lighting it. There must be something wrong with it.

We've had TotalProtect for 25 years and I have it on the original house and the new one that I purchased a few years ago. It’s much easier to submit a claim online but I would've thought that if I do that, I would get some kind of verification. However, TotalProtect doesn't do that. So, I always call back just to make sure. On the telephone though, depending on when, you could be on hold for an hour and that's a problem. The contractors are good but we have had a few instances where the contractors wouldn't come out. We had a couple where we got their telephone numbers, and I called and made the appointment, and then a few times, they just didn't show up. So from time to time, we had to get somebody new and others that wouldn't work on the unit.

Do NOT waste your money on this. You will be charged a deductible for any service repair (that will often exceed the cost of the repair itself) and when they find the problem there is a 95% chance the parts are NOT COVERED. So you will pay for parts or replacement and the so-called warranty will NOT HELP. The customer service representatives are NOT knowledgeable (and 5/6 reps who I spoke with had very strong foreign accents, making it challenging to understand over the phone). I was misadvised about what would be covered, ended up paying the deductible for a repairman to come and tell me it needs a part that HMS refused to cover. WASTE OF MONEY and an incredible WASTE OF TIME trying to reach someone who was knowledgeable enough to help in any way. Did I say that this is a WASTE OF MONEY? Terribly disappointed, would give 0 stars if it were possible.

It would be minus 5 stars if that was my choice. FYI it’s now May 2019....No dryer since February of 2018! This company has sent 2 different repair company’s out here on 5 different occasions and still have not fixed the gas leak in my dryer. I have to leave it shut off at the gas line. I am the one who is constantly calling them to check on my status. They will absolutely spend more then double on what a new replacement would have been, by buying guess work parts for this 3 year old machine. Still not fixed...It’s been the biggest hassle ever, dealing with their run around. They say they are the ones at the mercy of the repair guy, and I tell them that it is me at the mercy of their warranty company since they refuse to do the right thing and order a replacement dryer.

I wanted to make sure that my family was secure, and TotalProtect was referred to me by a co-worker. They were pretty fast when we made a claim. I called and let them know exactly what was going on, and it was immediate responded to. They called somebody and set up an appointment. The tech came out and looked at the dryer, and he did a good job. Now it’s working better than it did.

My home is less than 3 years old. It was a new construction. I still have a warranty on parts for everything in my home. During the early spring I normally turn my thermostat off and open the windows. To allow natural fresh air in and to give my bill a break. When it started to get extremely warm out I closed the windows and put the air on. I went to turn on the air and my unit started making a weird funny noise something I had not heard before. The noise continues throughout the day so I turn it off because the noise don't sound right. I call this company to file a claim. The service guy said my compressor went out but the company called and said they are denying my clam because of the date I called. Which was the 31st or 32 day into my contract. I spoke with a rep Jeff or joseph he asked me a series of question like has anyone been out to service my unit before the Service guy came out? I said no. After asking me questions he apologized for my experience and said he is doing a recall to get a 2nd opinion with a different company and they would be coming out to my home the next day. I took time off of work to meet them at my home. Time is going by and I have not heard from anyone. I called the company and they said someone from the warranty office called and canceled your service request so that is why they didn't show up. No one called to give me a courtesy call to let me know anything. I kept calling trying to get answers I got the run around and then the rep hung up on me. I spoke with a number of reps and stayed on the phone for more than a hour and 20 minutes with no solution. I have not had any previous issues with anything in my home. I eventually got tired of being on the phone and closed out my account. That was the only time it seemed like anyone cared was when you enrolling or closing. But I am very dissatisfied with the level of service that I received and I will not be recommending this company to any of my my friends, family, coworkers, peers and etc.

So my over own microwave caught on fire “really” caught on fire and Total Protect sent Sears out to repair or say unit not repairable on 19 April the service technician called from my home and informed them unit not repairable but service person on the phone say part decided replaceable tech said it caught on fire and not repairable so here we are 31 days later and Total Protect still researching issue. It didn’t take 30 days to cash my deposit check or monthly payments. I would not recommend them at all. A microwave cannot cost more than deposit and 2 payment. I’m a disabled veteran and ever dollar matters. So I will be looking for a honest and reliable home service company.

Called to request service 4/24/19 due to HVAC not cooling. Sears repair came out but it just so happens the unit started back cooling. I explained that the unit does cool when the temperature gets higher. Service guy charged the filter and stated that I should keep the thermostat on 75. He did not find any major issue. Well 7 days later the unit stopped cooling again. I called in a follow-up service due to the HVAC not cooling. The customer service rep assured me that I did not have to pay the deductible within 180 days of the first service if the same issue persisted. It took the vendor 3 weeks to finally come by.

We are waiting for someone to come to do the work today. The contractor texted us about 30 minutes ago and said they will be delayed because they had to go and exchange a part. But submitting a claim with HMS is pretty easy to me. You can either call or go online. They either text you the information as far as who to contact and schedule your appointment. After that, you can go back and follow up on the claim online or over the phone. For the most part, HMS is timely and affordable. The contractors that come out pretty much know what they're doing. The work is usually done in a timely manner. We had one guy who had a long day. He was here to complete a job, but he didn't finish it. But 95% of the time, people are courteous, polite and professional, so we don't have any complaints. I would tell people that HMS is a good home warranty company. In fact, we reupped our policy with them in August.

TotalProtect's automated system is very lengthy. It would be good if they could just match a number and I would get to a representative and give them my information. Additionally, we've had some issues using TotalProtect in Cropwell, Alabama. There, TotalProtect cannot keep vendors or service providers. Finally, we just gave up and call somebody who would do the work for us. Thus far, we've had to do that twice because there's nobody from TotalProtect and we're seriously thinking about looking into another service for our property 'cause we're having to pay for the service anyway. Still, TotalProtect has been good in Enterprise, Alabama where my daddy's home is. They use Sears Home Services, and they're very good. We also had their warranty with our home in Enterprise and we've had excellent service down there.

I have had HMS warranty since I bought my first home about 4 years ago. Background: I have a 2008 townhouse with two HVAC units (one upstairs/one downstairs). Since then I have made about 4-5 claims, the first of them being positive and then one of them actually shows as two canceled claims on my report: The first claim I was without AC for over 3 weeks. Then the repair service company never called me back over a 2 week time frame after multiple attempts to contact them and having HMS warranty call them.

I never had any problems submitting a claim. I always gave HMS a 10 because they were self-sufficient. The rep was always pleasant and the technicians that came out to service my appliance were really courteous. They kinda went out of their way to make sure everything was alright, so I was pretty well-pleased with them, too. So far, the work that they performed on anything that I had done was pretty well. When I acquired my house, it came with the home warranty from HMS and whenever the policy was up, I just kept renewing with them.

I’ve had TotalProtect for a long time. I submit claims over the phone and the reps usually answer all of my questions. Within a couple days, they get a contractor out for service and so far, I’ve been pretty satisfied with the contractors' professionalism and the quality of their work.

Apparently HMS contracts with Sears for ALL repair work, so right there it tells you that there will be no truly personalized customer service or incentive or pressure to right any wrongs. Sears repaired my leaking freezer and a few months later the same problem arose. I had to take off a whole day from work the first time because they won't give you any time other than 8-5p. The Charlottesville, VA repairman came about 445p and the repair took about 30 minutes tops. I also paid for this repair to satisfy the high deductible of $125. Well this time, I had to wait a week for the appointment, then tried to contact Sears to request at least a 30 minute heads up because I can't take another whole day off.

I've had HMS since I had my home in '07 and submitting claims with them has been very easy. I got a whole new air condition unit. I had a garbage disposal and my washer and dryer were repaired. The contractors have all been excellent. I've had no problem. If I would have, I'd have cancelled. The air condition guy, Gus, stood out in terms of his service and their time effort. If they said, "We'll have somebody out to you, sir, tomorrow at 10 o'clock.", rest assured, if they weren't there at 10 o'clock, they'd be calling me to say, "I know we said 10:00, but we're running late on a double job. We'll be there. Give us about another hour or 45 minutes." So it's been great. I already referred a couple of my co-workers to HMS. They're already with them.

I live in a condo and we're under an HOA and so, certain things in here are our responsibility. Most recently, I filed a claim online to Total Protect for my faucet. Though the process wasn't difficult, I wasn't familiar with who they have as service people. So, I wasn't really sure. I had questions but the claim worked out. Our appointment with the contractor was delayed for two weeks 'cause they had other work going on. Still, that was acceptable because they already had stuff on their books that they had to take care of. They notified me and we scheduled the day they called.

I had a refrigerator that broke down. The person that was sent in here by TotalProtect to evaluate was very good. And the fellow that came from the company that I had to select was very good. The representatives were okay. But I was frustrated and got a little annoyed with one of them. I’ve gotta send in paperwork to redeem $185, and I do have the paperwork. I get that they have to see receipts for my faucet and the work. They couldn’t find a plumber. So, I was allowed to select a plumber that I was familiar with who does not participate with TotalProtect's network. So, I did that and he did a good job. But TotalProtect wasn't able to get someone to come here. That was inconvenient. Other than that, we had one fellow who helped recently. His name was Joe and I liked him a lot. And we had had him before for something else, and he was excellent.

Sometimes I get irritated because the guys sent by HMS Home Warranty who come here have to patch something instead of fixing it. The boy who came out to work on my air conditioning and heating system messed up on one of the boards so he had to jury-rig it. He hot-wired one wire over another instead of ordering a new board. Additionally, he said that what I had was an old machine and should be replaced but HMS wouldn't let him. Still, he finally got a board, put it in and got my system working.

In case things will break down, we don't usually have the cash laying around to fix it. We decided to get a home warranty and TotalProtect mailed us some information. Submitting a claim with them has been good, and the claim process was easy. I just call the pamphlet and things are taken care of rather quickly. Their reps are easy to deal with. And the techs are knowledgeable.

Beware of this company. they are doing every low down method they think they can legally justify. Since getting a warranty 2 years ago with this company they have yet to fulfill their end of the contract. they use independent contractors who happily take our $125 deposit for doing absolutely nothing! We moved into a brand new house and during the hottest time of the year the AC Unit went out, we place a ticket and a guy came out and looked at it, he said he would call Total protect and let them know we needed a new unit. A week later we got an email saying our claim was denied. Then the dude called back and said he would fix it through his company and charged us 7K, our garage stopped working called total protect the guy came and said the work did cost anywhere near our deposit amount and total protect denied the claim thankfully he just charged us the $50 to fix it, and the straw that broke the camel back was our Samsung dishwater was giving us an LC error, we called total protect they sent a tech who did not even know how to fix Samsung appliances paid $125 dishwasher still didnt work, then they sent another guy who said he could fix it $125 later washer stopped working the next day, called again and they could not find a tech who fixes samsung...funny being that they sent us two that they said could. They finally sent a guy over and in less than 2 minutes looking at it says "looks like it may be a hole somewhere" no evidence but sure. Said we needed a new washer would submit the ticket no problem. Well we didn't hear back from anyone for almost two weeks. I called total protect and the tech and they acted as if they had amnesia. Had to repeat the whole ordeal over and over. Total protect said someone would call back. no one did. Three weeks later I called and again they have amnesia finally got to someone who PROMISED it would be escalated well a week later we got no call but we did get a email saying the claim was denied. I am LEVID!!! I called to cancel contract and they left me on hold for 30 minutes under the guise they were having a manager look into our situation. Said manager would call me welp its been over a week and I am not writing this.

Our heater started malfunctioning in January. We initially filed the claim on Jan 21. A technician came out that night and said that we needed a part. We paid the deductible and waited. When we contacted the service provider, they would only tell us to contact HMS as the parts are up to them. We began calling HMS every week or so. The service rep would tell us the part had been ordered and tell us an estimated delivery date. That date came and went a few times. As it turns out the part wasn’t ordered until March 7 and then it was sent to the wrong address (fault of service provider).

I've been with HMS for 20 years and have had very good experience with their reps. I submit my claims to them over the phone and then their contractors usually take three days to come out. However, I’m in a claim for a refrigerator right now, and it's taking a little more time than I would have preferred. It has been about seven days. Other than that, the contractors have done very well with their work. They explain the issues thoroughly and extremely well.

I’m happy with TotalProtect. If something happens, I call them and file a claim, and then they take care of it from there. They’ve always been very courteous and put me in touch with somebody right away. The claims process is easy, but when I need to have something done, sometimes they put me off for a week. One time my dryer went out and it needed a new belt, and it took almost two weeks. So, I had to load the clothes up and take them to a Laundromat, and that was an inconvenience.

We've been living here for 22 years. We've had TotalProtect since then and I like it because it worked our very well. Plus it was easy to submit claims. Every time we call, we get ahold of somebody. Then someone comes out and takes care of business, and it's done. After being here for so long, the heating/AC unit went out and I don't know how but it works fantastic now. TotalProtect has taken of all of my claims and the technicians were always courteous.

The previous owner of the property had a warranty through HMS and I continued it once I was notified about the home warranty. HMS is a good company and I've been with them since 2013. They promptly get service providers out there at your request. They give you the information about that then say they’ll call back and schedule the appointment. And they're on time with their appointment or schedule. That’s what I like about them. They give you the time. If there’s something they will do, they will work according to your schedule. I've been satisfied with HMS but I had a little hassle with the last work order I put in for a refrigerator. It got resolved though. They kinda wouldn’t comply to what was going on. But they finally came through and fixed the situation.

I've been with HMS for 15 years during which I had about eight claims with them - electrical problem, heating, Freon, air conditioning, washer and dryer. The most recent one was the heating and air conditioning. That was just to control the thermostat. There are like occasions that you have to wait, but most of my claims have been been okay. Their contractors have always been pleasant and I never had any problem. I'm pretty pleased because there was one time that we wanted someone to come back and double check on something and they did. It's been a pleasure working with HMS. Mostly, it's been a good experience so I can't complain.

I filed my first claim on my air conditioner because it was not working. It took over for weeks for them to get somebody out here to look at the unit. After that I waited another two weeks for them to tell me I was turned down for repairs because the provider said that the unit had not been taken care of and was leaking for over 5 years. I have receipts on repairs that I've had done to my AC unit. My unit has worked fine until this summer when I fired it up and nothing but hot air came out. The provider said that the unit's condenser core was leaking and needed to be replaced because of the age and availability of parts. And the home warranty company told me that they would not cover it because of neglect. To me this is fraud because I know my unit has since I've owned this home. I would not recommend this company to anybody not even my worst enemy.

I am not going to go into detail it's going to take too long..Just that after having lots of problems dealing with Total Protect and 2 of their contractors for almost a month about replacing the motor of my AC unit ,I was told by them that I can have an independent vedor and they were going to reimburse me, after everything was done I sent them the bill ,they have been giving me all kind of excuses not to reimburse me...worst worst worst worst worst company Ever

To save money and to be able to fix things that break, we got a home warranty. Liking HMS' availability, we decided on them. It's a great asset to have. It goes smoothly when I file a claim and I do this over the phone. The contractors are usually very professional but HMS does not usually give me an expected time for when the contractors would be out.

I always submit my claims with TotalProtect over the phone, and I'm always routed through an automated thing. I did a claim for my garage door, and the contractor was fine. The issue that I run into every time that I have someone come out for a service call is that only a part of the thing is covered and not the entire fix. So, they said, in the case of the garage door, the motor in the actual thing that is attached to the roof needed to be replaced.

I've been with HMS Home Warranty since September and I've come to prefer submitting claims on the phone. My interactions with their representatives have been good. They send out the right services and it normally takes two days for a contractor to come out. The contractors have provided appropriate care and didn’t leave the job until it was done. Plus, they were very thorough.

I’ve been on with TotalProtect for quite a while, at least eight years. At the time, I was growing broke with a very old air conditioning unit and other appliances. I started to have to start replacing things in the house and I heard that there were insurance companies for appliances and other things. I started doing some internet searches and compared to other companies, TotalProtect had the least amount of complaints. I stuck with them. I’ve also recommended them to at least four people who have bought with them, and I’ve recommended them to at least 10 plus other people.

We have spent 3 weeks without a refrigerator. The service company has come out three times already with a week between each visit to wait for the part. The service provider has tried to get a replacement 2 times saying the unit could not be fixed. Cross Country has refused to replace and is sending out a new service tech to verify the findings of the first service technician.

Schmidt’s was called out and analyzed my issues. I gave them a check for issues to be corrected. Schmidt's canceled my order and did not inform me. I have been waiting for over a week to have my air conditioner to be fixed. I’ve called HMS and another company will service me next Friday. I am a disabled 71 year old Vietnam Veteran and the heat here in Arizona has made my life living hell. It’s hot. I can’t sleep.

I have had HMS Home Warranty for the last 7 years and had no issues with claims...until now. My A/C went out on April 20, 2019. We submitted a claim that day. On April 23 the first tech showed up. He said we needed a new unit but that HMS would want a second opinion. Once we got that set up (which was not easy and entailed several phone calls that were definitely outsourced), we got someone to show up the following day. He told us the first tech did not know what he was doing and that we needed a new evaporator coil. He also told us it would probably not last, would cost us quite a bit of money out of pocket, and tried to convince us to replace the unit ourselves and not use HMS. We told him we wanted to replace the part and not the unit.

I've used other warranty companies and Cross Country is way better. Their reps were excellent. Doing my claims online is faster than when I call, and it has been very easy. But there was a time we missed the first appointment because the tech didn't have the part. But the second one did a perfect job. He was very polite and very professional. So they contract some good company and some bad company. The good companies are actually worth waiting for. So I don't complain. Cross Country has outstanding service. I would tell others to go with them.

We set up an appointment a week before for a refrigerator repair on 4/27/19. We were given a window of 10 am to 5 pm. After waiting seven hours and repeatedly trying to contact the service provider, David Fant Enterprises, a service professional contacted me around 6:30 pm. He said that he would not make it because he was told it was an HVAC repair.

I bought a house and in the process, the seller used HMS Home Warranty as a selling point. So, we went with them. In general, my experience in submitting claims to them has been good. Usually, I call on the phone and my interactions with their reps have been friendly and prompt. When I filed a claim for a plumbing issue, it was resolved satisfactorily. I would recommend HMS.

I had a problem with a water heater and I don’t think the vendor that was sent by TotalProtect was really a very good vendor because they tried to replace my water heater. They said there was something wrong with it, and between the time they left and came back with a brand-new water heater, I went in and started the water heater myself. There was nothing wrong with it except the pilot light had gone out.

I prefer dealing with a person so I called HMS to make a claim. That went eerily, awkwardly, and strangely easy. I didn't understand why it was so easy. I was waiting for the catch but there wasn't one. It was really unbelievably simple. They took care of everything and it was fantastic. Customer service was very good. The claim was for a rental property of mine and HMS did a good job of communicating with both me and the tenant which was one more step. My tenant at the rental is a very particular one and since they didn't complain, that tells me that the level of service of the contractor was very good. I'm very pleased and HMS has been excellent. Hopefully, I don't have to use them again but I am happy to know they're there for me.

Placed my very first service request for air conditioner service on April 22nd. After waiting a few days the service provider came, diagnosed the issue and said he had to wait for parts authorization from CCHS. After a week of waiting I called provider and was told he was still waiting to hear from CCHS. I called CCHS customer service and was told it was “still in research”. I have been promised updates and return phone calls. None have happened. I have now called on 4 consecutive days and am told it is “still in research”. It is now 3 weeks since requesting service and we are no closer to resolution. 90 degree weather and no AC after three weeks. This is my first claim. Second guessing my decision.

The reps I've dealt with at Cross Country were nice. When I file a claim, I do it over the phone, and they know all right. Usually, it takes about a day for a contractor to come out then sometimes they have to leave and come back. But their customer service and their quality of work are all right.

I've been with HMS for couple years now and they've been absolutely wonderful. I have been recommending them. Claims-wise, they've been really good and a contractor comes out for service very quickly. They're excellent people and we've had no complaints whatsoever.

We submitted some claims with TotalProtect and they got processed. Everything is working fine right now. We've been with them for about 4 years now and the online process of submitting claims is easy. It takes anywhere from 24 to 72 hours for technicians to come out after I file a claim and the quality of work is good.

We've had our TotalProtect warranty for years. We had it with a house in another state and in the house in North Carolina. Now we have it in the house in South Carolina. So, we got two houses which are currently under the program. Recently, I submitted a claim with them for our AC and it was pretty easy to do. But getting the contractors to work with our schedule was not. It took a week for me to get an appointment and one time, I was waiting all day until 7 o'clock at night. The appointment had run over their time window which was 8:00 to 5:00 then they canceled the appointment. It was automated that the appointment was cancelled because they called and we didn't pick up on the first ring, so they went to another job. That's a very poor way of doing business.

When I submit a claim to HMS Home Warranty, it's taken care of right away and the price is not a headache. I do it over the phone and the reps are always professional. It seems like they care about my problem as much as I do. Also, the quality of work by the techs is really good. Although, we have a plumber who comes out and I don't like his attitude. He seems grumpy. The rates have gone up, though, and before June, which is when everything renews, I'm gonna search for others.

On February 12, 2019 a Sears technician came to repair my washer. (I purchased the warranty through a Sears technician who repaired the washer in January.) Parts needed to be ordered and I was told when they arrived to contact Sears and an appointment would be scheduled to complete the repairs. My 1st follow up call was around February 27, 2019 because an appointment was scheduled and canceled but not by me. The parts were still being researched. The parts were no longer available and the washer needed to be replaced.

I hardly ever write reviews. I moved into my home 1/2019 in which the warranty was in effect 12/2018. My water stopped getting hot March 2019. I put a claim into HMS and they sent someone out and I paid my $100 Deductible. The guy told me my water heater needed to be replaced. HMS of course denied the claim. They told me the claim was denied because "The warranty does not cover lack of maintenance and cleaning failures." Remind you, I moved into my home 1/2019. I've been without hot water since March 2019 and it's now May. I have made numerous calls and sent numerous emails.

This warranty was purchased by the seller. I bought an existing home in May 2018. The AC worked well all last summer. Turned it on April 2019; it would not cool. Call warranty company. They sent a tech out who said the compressor was broken but he didn’t know why. He stated that rarely happens. The warranty company denied the claim and stated that they advised the technician that it stopped bc a valve was improperly installed and that the valve is not covered. How would they know? Because the know which parts are not covered in your contract. SCAM.

HMS Home Warranty has been very cost-effective for us. We’ve had claims and they’ve been taken care of although the process to get them fixed has been a little bit more hit or miss. Right now, we have a claim for our oven, and the guy who’s working on it have been to our house three times. He disappears for weeks ordering a part.

I got HMS Home Warranty three years ago and the interactions with the claims rep when I submitted the claims were great. The first company I was put in contact with on my last claim had horrible reviews on Yelp, and I didn’t get a call back very quickly, so I called in and HMS changed it to a different person. If there is any way to make sure the quality of the repair people are top-shelf, that’d be good.

I have been dealing with TotalProtect for 10 to 15 years. I had my house through them. Our air conditioning, garbage disposal, and water heater were replaced, and I had a washing machine worked on. I got a refrigerator repaired, too. They've always responded when I've called and they're very good people to work with. When I submit a claim, I call a toll-free number that I've had for a good while since they sent me the paperwork. They give me a claim number and then, they call and find someone that can do the work in my area.

I've had the warranty for about four years. Initially, I looked TotalProtect up on the internet and it sounded good. Then the main reason I chose them was because I have two heat pumps in my house and they cover them both. The other company I was with would only cover one. TotalProtect has been good to me and I would recommend them. When I called them up for a claim and told them what the problem was, they gave me a claim number and a number to call. The rep said so and so would call me, and they did. They set an appointment, came out and fixed the issue. I had cleaned out the laundry room so he could get to the dryer. He went, checked it, and told me I needed a thermostat. Then he put it in and that was that. He did good.

Our experience with HMS Home Warranty has been good. I’ve not had any issues and they’re helpful when you need help. I usually use their website to file claims. It’s easy and simple. I had trouble with one technician who was less than nice but everyone else has been great. From what I heard, there are better home warranty companies. But from other people who have home warranty companies and have interactions, I am much more satisfied than a lot of people. So, I’m fine with HMS.

Every time I’ve had to use HMS, it’s been a painless process and I’ve had good results with the people that they’ve suggested or supplied. I just call in and place the claim, and they tell me who’s around. I had to talk to a customer service rep a couple of times, and they were fine. They were helpful, they understood the problem and resolved it. The contractors are professional and they’ve always been able to complete the job on the first go-around.

I had an experience with TotalProtect where I wasn’t really happy because of the cost. My hot water heater was out and they said they would have to come and look at it. Then, they'd order a part, and probably order a hot water heater, and have it shipped to them. And I would be out of hot water for at least a week. And that was unacceptable, especially in January. The tech pulled me in that TotalProtect forced him to look at it. And then he evaluated that the hot water heater’s out. Then he asked to order a hot water heater through TotalProtect to the brand that they recommend. And it was gonna take another week or so for it to show up.

My wife and I purchased a home and with older appliances and systems, we thought a home warranty would be wise. For the most part we're had fairly good luck with them, they weren't the fastest, and to be honest they don't know what's going on any more than you do. We had repairs and replacements that did save us money in the long run, but this last one (as we are within days now of our contract expiring) has been a merry-go-round cluster **.

They don't cover wear and tear. Contract says they cover the coil in the ac but they denied the claim. Also, you can't cancel anytime without paying a cancellation fee. Asked to speak to a supervisor but was unable due to them never contacting me.

There are a lot of things in the home and things can go bad so I looked into getting a home warranty. Someone recommended TotalProtect to me, but my experience with them wasn’t really that great. Submitting the claim was very taxing. It’s all automated, so you don’t really try to get someone on the phone. You’re just speaking to a machine. You don’t get someone unless you really pursue them.

I have been with Total Protect Home Warranty since 2012 and have been paying a monthly payment on time for 7 yrs now. I have had very few claims with them but recently I have had several items in my home to warrant the need to call Total Protect to see if it is covered and each item is never covered according to them even though my contract states that it is.They have increased the price of the service fee so each item that I needed items replaced I accrued a fee of $100(3), just for them to tell me the item wasn’t covered. This last situation of my water heater needing to be replaced has made me think about whether Total Protect is really a Home Warranty company at all. They would replace the water heater but the fees I had to pay the service men to put it in is as much as the water heater cost plus the $100 service call. Why am I paying Total Protect??? I called to speak to a supervisor and you can’t talk to anyone who seem to be helpful or compassionate to your need, one of the supervisors threatened to hang up on me because I wanted to speak to someone who had more authority to make a decision she could not make she very rude and not helpful at all.But I will notify my colleagues, my clients,my family and all of my friends to withdraw all their services from Total Protect as well as letting everyone on social media just how Total Protect treats their client.The worst company ever!!

I had A-Advanced come out yesterday, and they went up in my attic and found that it was a coil that needed to be replaced. The gentleman came down from the attic and he told me what the problem was and said that my system was gone. It's on the downhill and it was gonna cost about $2,500 out of my pocket because HMS would only cover 15. He wanted to know whether I would prefer to spend $2,500 in repairs or get a whole new system. It didn't sound right. My system is nine years old, and I know they can go bad early. But he came out a month ago too and did some work on my air conditioning, which had to do with the fan. It seemed to me that he would look at the whole system while he was out there. He repaired the capacitor and put one in, and he came back yesterday.

Getting a home warranty seemed like the right thing to do and after getting one from Cross Country, my experience with them has been good. I submit my claims to them through a computer and their website is easy to use. After that, they give a timeframe for when the contractor will come out which depends on what the problem is. So far, the contractors who came out were good and professional. The quality of their work was excellent, too.

On submitting a claim, I call TotalProtect's 800 number. It’s an automated system and as long as I have my policy number and address, it's 24 hours and then, they get back to me. Being automated is no problem as long as the second call is from an actual person. I had two different technicians for a claim. I had a tech to come out and diagnose the problem and then, we had some more techs to come out and do the actual work. They were from two different companies. The first guy was from Sears and he was very knowledgeable. He and I talked and he diagnosed what the problem was. He called back and let TotalProtect know what needed to be done. But at that time, he said he doesn't do any installation. He said it was someone else that would come out to do the installation.

It’s always been fine with TotalProtect Home Warranty. When submitting a claim, it's fast. It’s a nuisance to have to push all the buttons, but that’s with anything you do nowadays, so it doesn’t really matter. But pretty much, they’re pretty good. And it’s easy. They had given me one fella who I didn’t like, so I called them back. They took care of it immediately and got me another company to come out who was much better. That technician who I didn’t like looked at my oven and he said he was gonna have to do this and that. And I told him to check the electronic ignition. And he did. That was when I called TotalProtect back and told them I didn’t want that guy. The representative who helped me was very attentive, understanding and sorry, and immediately got me another company. Throughout the years I’ve been with TotalProtect, they’ve always been very helpful.

HMS Home Warranty was recommended by our realtor when we were buying our condo. We submitted a claim within the first couple of weeks when we were here when we had a water heater that wouldn't light. Navigating HMS's website was easy. Thereafter, a plumber called immediately. They came out the next day and repaired it. There was a $100 deductible which we paid and the heater has been working since.

We’ve been with TotalProtect for 15 years and our overall experience with them has been really good. Most of the time, we don’t have an issue with them. But sometimes the process can get lengthy, like when we did our garage door opener. That took a while and it seemed like it took 6 weeks. I opened the ticket, they sent out a service provider, then that service provider came out and said that they didn't give replacements. They said our unit had to be replaced and they only do service so they couldn't handle it. Then TotalProtect said that the claim was completed but I told them that it wasn't. There was a lot of back and forth for three weeks to finally get it escalated so that they would put it in the hands of another provider that would work on that. Ultimately, the garage door opener wound up getting replaced and they paid for it. The technician also did a good job. But it was six weeks with no functioning garage door and that was a little irritating.

We used to have another warranty company which we had a lot of issues with. But with HMS Home Warranty, we’ve had a really good experience. They show excellent customer service and they contact us in a timely manner. I usually submit claims over the phone and the turnaround is typically 24 to 48 hours. The technicians HMS have sent out have been good.

We started contacting HMS in April about problems with our refrigerator (after throwing away over $300 in food because the last fix they did in October was a bandaid at best). It is now over a month later and we are still without a fridge. We have had 7 different service providers show up and tell us that the issue cannot be repaired. We waited another 2 weeks for a company to show up to do the repair only to have them damage our floor in the process and not actually fix the fridge.

I wish I could give them 0 stars. We have currently been without a freezer and ice maker in our refrigerator for a full month. The repair company initially came out on April 11th, were here for about 5 minutes and said they needed to order a part and would be back to install it the next week. A week later I called to check on the part, as I hadn't heard from anybody. They apologized and said it took them a while to figure out which part they needed and so it wouldn't be here till next week.

Someone who has TotalProtect referred me to the company. There been a few bumps but TotalProtect makes sure that whatever I was calling about was definitely being serviced. That's what I like about them. They stick with you through the long haul and that shows their quality. There were a couple of times that they should not have used a company that they referred me to and I expressed that to them. They got someone else and it all turned out well. Overall, they've really been good. I had service on the garbage disposal, my refrigerator, and some plumbing stuff. TotalProtect always put someone. In fact, anytime I have a plumbing issue, I'm pleased to use the same company that they've been referring out to me. That has worked out very well.

Our air conditioner went out on 4/23/19 and they could not come out till 5/2/19 between 8-5. I cleared my entire day and at 12:24 I received a text message that my technician Kyle was on his way. At 2:37 I received a text that my service had been rescheduled for 5/13/19 from 8-5. Needless to say I was furious. I then received a forwarded message from my husband with a voicemail saying they were trying to get a hold of us and since nobody answered their call they would be rescheduling our appointment.

A home warranty is something that all homeowners need to have. If you don't have something like that in place, I would definitely recommend HMS Home Warranty. I have had nothing but good experiences. Even the people who come out to do the work are always professional and nice. All of them are friendly. If you're friendly with them, they're friendly. They come in, do their job and keep it moving.

Submitting a claim with TotalProtect worked out just fine. Everything was smooth. The process just took a few minutes and it was easy. I had to go through their online process and call to set up an appointment but that wasn't a big deal at all. Their rep answered all my questions and thereafter, a tech came. He fixed my issue and was gone quickly. He cleaned up after himself and everything has been good since. I appreciate TotalProtect's warranty.

January 2019 I started having problems with my heat, I called HMS and a tech came out and identified the problem as a defrost module inside the heat pump unit and since it’s an older unit there are some stress cracks on the top plate which he noticed. I called the vendor for an update a week or so later and found out my claim was denied due to the cracks on the plate.

I wish I could give zero stars. This company is a complete sham and do nothing but lie. Today is Day 7 with no hot water and a 20 month old in my house. Called on Tuesday and the rep stated, "We have to review and will have a decision with 24-48 hours and we will contact you." No call (shocking). I called myself and was rudely asked if I called the service provider. I explained I was told HMS would contact me in regards to the claim. Magically, they don't want to cover anything and I have a bill for $580 to fix the heater, which is more than the entire warranty costs. I was then asked if I wanted a supervisor call back and was rushed off the phone. Of course, they couldn't give me any idea of when I'd be contacted. Absolutely no reason to have a warranty through them and zero chance of renewing with them next month.

I usually submit claims over the phone the HMS reps have always been good and very quick. Contractors usually get sent out within a day or two and so far, their service has been excellent. They go through everything and everything is explained. They take care of it really well. We recently had our washer fixed and unfortunately, the day after it was fixed, the dryer started acting up. If I had known about that, I would’ve taken care of both of them at the same time.

We called HMS over the phone number on our warranty paperwork. The automated system was a little tough to get through, but once we spoke with a person, everything was handled very, very well. The technician was great and ordered parts. But there was no communication between the warranty company and the shop at the point that the technician came out, diagnosed the problem, sent the information back to the warranty company, and then was just waiting to hear something.

Prior to having TotalProtect, we had another policy with another company and Total Protect sounded better ‘cause it’s more local. We went with them and everything worked out really well. However, I’ve had a couple of claims that I’ve used their service and I have to call them back, or their reps don't give me the right information. Still, TotalProtect's warranty is cheaper and their techs have performed good work.

Overall, we have a very good experience with TotalProtect Home Warranty. It was provided to us originally when we bought the home and we've had it for 13 years now. The only issue is when you have something break down like the hot water tank and the air conditioner. By the time it takes them to get somebody out and then get everything approved, you can be without that appliance for two weeks sometimes. But the customer service and technicians have been very good. And everything else, they've taken care of very well.

2 EXPERIENCES; EACH A TRAIN WRECK. From customer service to follow up to delayed service to repair or replace, this was the biggest waste of money we have EVER spent. Not to mention the enormous amount of time we have used to follow up and get someone to speak to us and get reliable answers to legitimate questions. Being with hot water for 3 weeks due to a broken water heater is TOTALLY UNACCEPTABLE. If this company spent half as much time trying to actually help the customer and do what it states instead of trying to get out of what they are expected to do, they might earn a 2 star review...that's how awful this company is.

Updated on 05/24/2019: I previously posted that we have carried HMS warranties for over 10 years to protect ourselves from a major repair. Other than a shorted wire in our clothes drier we never had a claim. Then our AC broke...HMS sent out a repairman who said we were completely out of refrigerant and that it seemed to have leaked from the rusted coil. He also said we needed a new compressor but he thought it would be covered by the warranty. A couple of days later HMS denied the claim because they said it leaked from the outside lines. After much work I was able to get the repair company to write a summary (attached) which now said the leak was the coil and the lines. He did not mention the lines when he showed me where he thought it was leaking.