Cinch Home Services Reviews

If you look forward to wasting your time, then this is the company for you! I had a plumbing leak, a broken A/C, Dishwasher and Dryer, so why send only one person out to look at all three when you can send three separate people on separate days. The A/C repair guy showed up to tell me the A/C is broken and needs a new compressor. Then he left without fixing it because he has to wait to hear back from HMS to see if they will cover fixing it and if they need to send him the parts. So I am now without air conditioning in the middle of summer!

I received our home warranty with HMS Home Warranty three years ago when we bought our house. I have since renewed the warranty twice and had never had issues with them... until now. Our hot water heater stopped working so I placed a claim on 7/15/17. The plumber was out on 7/16 and stated that the part that broke is no longer made by the manufacturer and that the water heater would have to be replaced. I was required to pay not only my $100 deductible, but an additional $350 for upgrade parts, a permit and removal/disposal of our current water heater. The plumber told us that he had noted on our claim that we had a small child (a 10 month old) and that our claim should be expedited.

Dealing with HMS was hands down the worst customer service experience I've had in my life!!! My family was without AC for 28 days in the month of June (we were in a heatwave) due to their delays, negligence, bold face lies and horrible customer service. (But of course they continued to charge my credit card for the monthly service fee of $59.99.) The only reason I heard back from anyone was because I complained on Twitter!! Yes, social media. HMS actually blocked me shortly thereafter, but that doesn't stop me from tagging them or tweeting about them. Anyone I can save from this nightmare, is a win for me!!

I have been a loyal warranty customer of Total Protect since 2008. I have had few claims over the years. However, as with most in the warmer climates across the US, my air conditioner stopped cooling. I contacted Total protect to place a claim on 7/13/18. The Total protect contracted service rep for the local company came to my home. I immediately was asked for my deductible. Which I paid. He filled my freon and left. within hours my unit had stopped cooling again. I contacted the same company as instructed by Total Protect. This time he came out and inspected the unit. He found 2 leaks and said that 2 coils required replacing. During this time I developed an upper respiratory infection from the severe temps (heat index over 100 degrees) and humidity in my home while awaiting repair as I am asthmatic. I forwarded over the documents left with me by the service tech over a week ago after SEVERAL phone calls and rude treatment.When I call to follow up, I am assured that the call will be escalated to a medical emergency and I will get a call with in 24 hours. Well, the follow up phone calls have not come as promised. The representatives for total Protect get very rude and explain that there is nothing that they can do. With every phone call, I am being told : "it is in research". My service experience with total protect has been the WORST that I have experienced. It is apparent that Total Protect DOES NOT CARE ABOUT THEIR CUSTOMERS AND DO NOT WANT TO DELIVER ON THEIR CONTRACTED PROMISES. All they do is have you wait and wait again.

We had Homestead Home Warranty before but when my air conditioner went down and they had to replace it, they let me go because I was so much out-of-pocket. Thereafter, I have been with Cross Country. for several years. Working with their customer service reps has been great and I've never had a problem at all. I find that my coverage with them is pretty good. It's supposed to do appliances, plumbing, electrical and AC.

I submit the claims with TotalProtect Home Warranty over the phone and the reps are very polite and very nice. When I submit a claim, they mostly come out, the same day or the next day. However, I had trouble one time and it was with the company that they had told me that was coming out to do the work. They came out and got my $125, but they didn’t come back. Still, that has been corrected. They said it was the water or something got in and the stove got wet that's why it had stopped. Even so, they could’ve followed up, but they didn’t. Nevertheless, everything else has been okay and I like TotalProtect very much.

HMS Home Warranty was introduced to me by my realtor and I got them for security and insurance of my appliances. I submit my claims either online or by phone. One time, my microwave oven just stops working. It’s a convection oven. They looked at the parts and they said that they were gonna order it. It took them about two months. When I called them, they said that they can't find the parts. Basically, the parts are not being produced anymore. So, they said that they’d just replace the microwave with a new one. It took them another two months before making a decision of where to get the appliance. Also, I was usually the one who’d call them to inquire about my microwave. I ended up buying another one while waiting for them to fix my microwave. And, after four months of calling and inquiring, they finally sent the replacement for my microwave.

called total protect 6 weeks ago to repair my clothes washer. The first company they sent to fix my washer was Sears. They would not work on the washer because they could not find a model or serial number. The second company they sent to repair my washer was Speedy Air. The technician determined the motor needed replacement. One was ordered and the techniciam came back to install new motor. After the technician installed the motor when he turned the washer on smoke" came out of the Control Panel. The technician said it was a "bad board" in control panel. Speedy Air notified me they could not get a new board because they had no model or serial number. TotalProtect is using a delay tactic saying they have to research the type of washer I had before they could replace the washer. Still waiting.

this is the worst company i have ever worked with ,do not waste your money ,they are hard to reach ,make promises that never happen .I have been 6weeks without a dishwasher or an answer as to when it will be fixed , absolutely terrible service actually no service

I’ve have had a good relationship with Cross Country Home Services since we’ve been with them. I usually call them to file my claims and explain to them what’s going on. They, in turn, tell me what I can do and they look into the situation and see what they can do. The only problem I have with them is that they don’t seem to have anybody that’s in their network close in my area which is in between St. Louis and Kansas City. Lately, I had to find someone here in my town to see if they’d go do a claim. Also, it takes a little bit longer for these contractors to get out and I have had experiences with some of them who said that they don’t wanna get involved with the claim.

I've been using TotalProtect for a long time since the monthly for the premium is a good plan and that I like everything that was offered to me. And even though the deductible went up, it is still a minimal cost compared to paying out of my pocket the full amount if I have to replace my air conditioner, furnace, or water heater. Submitting claims was very easy too. When I called, I just set it up because it was a maintenance order. Then I contacted the contractor to schedule an appointment. They then came to check my air conditioning unit to make sure that it was working properly. The tech who came was very nice, helpful and knowledgeable. He knew his job and explained some helpful information as far as what to do with the air conditioning unit outside when a little pollen flies inside or by the outside unit, which is to spray it off with water. I'm confident with the quality of their service.

Setting up a claim with HMS was easy enough, but it would've been nice to talk to someone when filing for the claim instead of it being all electronic. The contractor was a pain. They were supposed to come out one day, so I took off work. They called me 18 hours before they were supposed to show up and said they were gonna have to reschedule me, and they did that twice and when they finally came out, they were two hours late. They only had to put in a small jumper wire, and the quality of their work was all right.

TotalProtect’s people on the phone have been fine with me. I've kept a TotalProtect home warranty for about 13 years because I don’t have to go reprocess everything. I don’t know how to fix myself so I’ve had to use them even though they raised the deductible this year and they stopped repairing one of my items. Usually, I also have to wait longer when dealing with certain technicians from across town or county. The nearest technician is about 50 miles away. I’ve had no issues with the quality of the work that’s been performed so far though.

DO NOT USE this company. We are going on our 2nd week waiting on them to come out and replace our central air. Every time we call we are put on hold for long periods of time. Some calls we get disconnected. When ask to speak with a supervisor you wait longer. Horrible customer service. They tried to send an off brand unit to the HVAC people that they don't even use. I will be doing more research on this horrible company so no one has to be put through the stuff that we have gone through. I tried explaining to them that it's 85 plus degrees in my house due to us not being able to open the windows due to my son have allergies. I will call all surrounding real estate companies and advise them to seek other home warranties and not to offer this company to anyone. Poor Company.

I have been with TotalProtect Home Warranty for years and my experience with them has been great. When I submit a claim, I usually call them and they put everything in place for me. Recently, I had somebody come by and work on my dishwasher which was taken care of right away. The contractor was good, on time, precise as well as knowledgeable about what was going on with my dishwasher. Additionally, they were friendly, courteous and helpful. Once they completed it and I paid my deductible, they told me that if I needed any follow-up, just give ‘em a call. Everything went smoothly.

They do not deserve the 1 star rating. My A/C unit broke down on July 8th, 2018. The temperature outside was 120 and inside the house 130+. We placed the call, they made the arrangements to have AF Services come to the house to inspect the AC unit. The technician didn't even have a ladder when he arrived to the house and the AC unit is on the roof. The technician did not write the problem on the report or the make and model of the unit. It has been 3 weeks and Total Protect has done nothing to fix the problem. I have asthma and cannot breathe inside the house. I have called Total Protect every day but they hand up on my calls. The case manager does not care about my health condition. I will hold them responsible if I have an asthma attach and end up in the hospital. If you are looking for home appliances insurance, do not sign up with Total Protect, all they want is your money. They don't care about your problems when you need help.

Submitting a claim at HMS Home Warranty can be a little bit difficult sometimes. At certain times their reps have been very good at communicating and other times they have been the pits. Most times the technicians HMS had sent were very, very good. But I’ve had one that was not worth the effort he put into driving here. It took about three different times for them to find somebody who would come out and handle the service on this piece.

I've had a warranty in my home for over ten years with Cross Country. I switched my contract with them over to their Residential Gold package, which is a warranty that gives preventative service. And recently, I had an AC claim that was denied. A contractor also came out last month and they fixed the AC unit. And then a month later, it's doing the same thing, but they were saying that it was something else. The claim was stating that there was wiring done wrong. And I told Cross Country that the only people that would have done the wiring would have been a company that they have sent out to my house. When a company came out recently, they told me it was not covered and they wanted me to pay $650 for the repair. And so I told them that I'd figure it out. They also told me I had replaced a whole bunch of stuff on the unit and that wasn't true.

Our AC unit was diagnosed by the HMS-designated service provider as needing repair and replacement of parts on July 10. Now I will say that they were able to get a provider in relatively quickly since we called on July 8. However, since the point it was determined we needed parts (HMS’s financial responsibility), HMS has been doing everything possible to stall and not follow through. Additionally, despite the fact that I have coverage, I’m still looking at $2,000 in “non-covered” expenses, which is suspect.

July 11th Sears service tech came out to repair AC. Said it is not repairable. He spoke to his supervisor who authorized a replacement AC unit and all parts. Tech said to wait until Monday to contact warranty company if we do not hear back from them. Called on July 16th, the customer service person was as rude and ill informed as a rock. Had been sent to 6 different transfers back and forth to the same two groups. Group 1 sent me to Group 2, Group 2 sent me to Group 1 and so on. Finally had to HANG up on rude CS person and called back. Got another CS person who transferred me back and forth again... Finally I got a person who said the claim was in "research" but I had to wait.

In May, our AC was already having trouble keeping up with warm weather. We filed a claim with HMS. A technician came out, looked over everything, then told us that we had low pressure and they would need to run a pressure test on the unit. He didn't have time to check the pressure that day, so another technician was scheduled to come out.

Total Protect hides the actual cost of repairs by telling the customer that they might incur a slight or small additional charge from the service company (in this case replacing a hot water heater). When asked about these additional charges, I am always told that there "might be" an additional charge of a "few" dollars. My additional charges is over $400.00. To make matters worse, it has now been 20 days since I filed a claim with Total Protect, three weeks to make a decision as to whether to repair or replace my hot water heater. Now the Total Protect service reps that I am talking to are blaming the local service company for the long delay. I know that it has been Total Protect that has made this process go slowly. Their own service rep told me on 17 July, that the section that researches the parts needed had been sitting on my claim since 12 July with no action taken. When I asked her what she meant by “sitting on it” she realized what she had said out loud and tried, poorly, cover up what she said. I have ask twice to speak with supervisor from Total Protect without success. Twice I called Total Protect and was told that they were waiting on the local service company to complete an action. Each time I had already talked with the local service company prior and verified that they had completed their portion. That being said, the information that I received from Total Protect was inaccurate and unreliable. I feel that Total Protect misrepresents the non-covered portions of these repairs and the dollar amount associated with them. Total Protect tries to make their service seem like a convenient, cost savings way to make repairs to your home. But the run around that I am receiving, along with the understated non-covered costs are starting to be a great headache and a stressful situation for me and my family, now going on 4 weeks without hot water.

We called days ago to report A/C not working and we're told there were no service reps in our area. Really? Tyler has plenty of reputable A/C repair companies-then we were told that there could not be service until August 2. This is Texas! It is 105 degrees out- they want us to wait 12 days from the day of initial claim. The service is terrible. We have been a customer for six years! This is unacceptable. They use service people from remote surrounding areas to save a buck. Call a reputable Tyler company and stand behind your commitment to customer service!

My refrigerator stop working. It took 4 days to get someone out to look at it. The repair an said it could not be fixed and sent a report in to them that it needed to be replaced. I have been wait about 2 weeks for the research department to authorize a replacement. And they also let me know that I would have to pay 50$ for some kind of extra fee when I already pad a 125$ deductible. I have been a customer for about 10 years.????

I've had TotalProtect Home Warranty for about 15 years now and I hate their deductibles. It's $125 where everybody else has charged me $60. But the claims reps were very pleasant and the technicians have all been very helpful to me.

I've been very satisfied with Cross Country Home Services. We’ve kept the warranty because I travel a decent amount with work and that way, if something breaks or happens, my wife doesn’t have to worry about getting someone. We can just call our home warranty and then they'll find a service provider. Also, there are savings that go along with that. I have Cross Country's gold plan so it would cover appliances. We had appliances covered under the manufacturer’s warranty when we initially bought them, but once that expired, we moved them over to Cross Country.

I have completed my first year with TotalProtect and I just renewed this month. Their price point and what they offered was very competitive than when I had Sears before. Also, it’s easy to go to TotalProtect’s website and I can do my claims online. I just put my information in and get a claim number. Then it gives me a vendor to call. I call the vendor and I give them the claim number. The process was pretty seamless. However, I had a couple of issues with plumbing in my residence and whoever vendor they set up initially, I wasn’t too keen on the company. They did not give me the service that I was expecting from TotalProtect. Still, the plumbing worked fine with the vendors that they’ve designated after that.

Living in Texas can really be hard in the summer months especially when your AC units both go out. Units went out on July 4th 2018, filed two claims for both units, contractor Circle J heating and Air diagnosed on the 9th, didn’t turn in report until the 17th, claim department was not helpful the first 4 attempts, asked 3 of the 4 to speak to a supervisor, was told no supervisor was available. We were contacted. We have medical and emergency status on our claim and to date we still have no information with regards to coverage or when we may have repairs to either unit. We have been out of pocket for hotel stay and window units at this point and feel as a customer with the highest level of coverage they offer justice has not been served. Not sure we will renew or keep this policy once the problem is resolved. Looking into retaining an attorney at this point to help protect others from this type of service.

When I bought the house six years ago, the warranty was complimentary so it just started working. My interactions with the claim reps have been great and they got it done. I've had a lot of claims over the years and everything has been good with the technicians.

Initially, I heard that Cross Country had excellent service and I wanted to try them. I’ve been with them for a few years now and for the most part, they've been good. I had a problem about four years ago and it took them a little while to get the claim resolved but we finally got that ironed out. And recently, the service has been good. A lot of times, I use the computer but when I call, their representatives seem good and the contractor comes out the same week. It’s pretty much on time. The deductible went up a little bit to $100 but it’s not too bad. I like the service a lot and I would definitely recommend them.

I've had a good experience with TotalProtect Home Warranty. I recently submitted a claim for my AC and the technician who came out was very friendly. He called and let me know what was going on through the whole thing. However, my air conditioner can’t be fixed and TotalProtect is gonna replace it, but I’m still supposed to pay almost $1,700 in addition to what they are paying. I don’t think that’s right.

Last year, early 217, we had a very rocky relationship with TotalProtect when they delayed payment on our heat pump replacement for months. In fact, they delayed payment until the week after we wrote a scathing review of their service and payments. We cancelled the policy in May even though it did not renew until August of 2017.

HMS Home Warranty was the home warranty provider that the sellers chose when we were buying our house. They paid for it for a year and we’re still in that year. Once, I went online and submitted a claim to have someone come and look at our toilet, and then called the plumber they provided. I paid the copay, they came out, and that was it. It was good. The only issue we had was that the plumber that they originally contacted was closed on the weekends. So when they went to go pick the callback up, HMS had already recalled the original claim and passed it on to a different plumber, but the first plumbing company that we already called was able to get back and complete the service. Other than that, I will probably keep my warranty with HMS. The stuff in our house is relatively new, but the house itself is a bit older, so it pays for itself pretty quickly.

My water heater went out on June 26th a tuesday. the first repair company they sent me to said it would be almost 2 weeks before the could come out to look at it. The second company came out on Friday the 29th, tried to fix it but said it needed replacement. He told me this company takes a while to and to keep on them. Well here it is July 23rd and still no water heater and today the company is not even answering the phone. They direct you to a website to check on status but the website only takes new claims. I have called several times a week and they tell me the claim is in process and a decision hasn't been made and each time I call they say it a will take 24 hours to 2 days for a decision. I am ready to cancel the policy and just get the water heater myself. Really not the kind of security/peace of mind I was expecting from an insurance company.

I've used the services and the benefits of my Cross Country plan multiple times and I've had pretty good results. I'm happy with it. It's a good service and I would strongly recommend it.

When we bought the house, HMS Home Warranty came with it. They have been fine so we stayed with them. I call them when I submit a claim and their people would answer and they do it for me. Their claims representatives are very helpful and they help me get the numbers for people. And the technicians who came to my house have all been great, otherwise, I would have canceled. Also, if there was an issue, I would call back the number and they would send somebody else. Since having HMS, it is good knowing we won’t have to spend way too much money if something really big breaks. And if ever the rates go up really high, we’d probably forget it. But it is helpful that HMS renew us every year. They let us know ahead of time and spread out the payments if we can. We have referred HMS to a friend and to my sister.

I saw TotalProtect on our mortgage with the other place that we had and when we refinanced I wanted to keep it. We took the old telephone number and went directly to them. We called to make sure that we got it, we didn’t miss anything and that they added it to our monthly payments. Not on our mortgage but separately because we needed it. You can have something that’s two years old and it starts breaking down. I bought good products and they shouldn’t break down one bit. The day after we took the warranty, there was nothing wrong anywhere and we just wanted to make sure that we had it so we didn’t have to worry about anything. Then the dryer went out. It was something about the belt on the inside so we had to put in a new belt.

Submitting a claim at TotalProtect has been great. I call them and it's fast, but if you have to call back with some questions, it doesn't work out too well. When I used them for the dishwasher, it was a headache. The guy took almost three weeks to get back to TotalProtect to tell 'em what was wrong. He blamed them and when he saw that I was really pushing it, he resent whatever he had to resend and it was resolved. But when I used TotalProtect for the air conditioner, the company that came was phenomenal.

A friend of mine had Cross Country before she moved. I also signed up and so far, I never had a problem with their customer service. They’ve always been very nice and pleasant. The people I have dealt with were also courteous and very professional. When I called and talked to them, they sounded like they were concerned about my issue and they kinda took me step-by-step about what the process was. And if I wasn’t satisfied with something I could give them a call back and they'd all help me try and locate someone new. Some of them even gave future reference information.

TotalProtect called me and I took the home warranty as they made it very interesting. I call them for claims. With my most recent one for the air conditioner, the service was great and the rep was very helpful. The techs who were sent out were very helpful, too, as well as very professional. They're from Action Air Condition and they’ve been there a few times. They came in a timely manner and fixed the air conditioner, and it’s now working fine. I'd highly recommend TotalProtect.

Submitting a claim through HMS was good. I just called and they were able to get somebody out to the house within two days. The contractor was able to stick to the appointment that they said they would fix and I was satisfied with the work they did.

We have waited 2 years to collect on a claim They told us to call repairman and they would pay 800.00 towards the repair 2 Year’s later they are saying they are still reviewing this claim RUN! Totally Dishonest should be their name.

After submitting a claim it took 8 days to get a contractor to my house. Then it had to be approved. Claim was disapproved because it was deemed “structrual”. Apparently a clogged pipe and broken valve is structural. This company never called me back. When I called them, they refused to allow me to speak to a supervisor. They also billed me $180 for canceling the worthless policy. I am starting a lawsuit and have filed a complaint with the BBB. Beware! Scam!

I canceled this service in 2012... I recently went through a loan modification and found out that Cross Country reinstated this service... I have asked them to provide me with the recorded conversation where supposedly someone called in and asked for the service to be reinstated. Do not, I repeat do no use them!!!

I called for service on my AC unit and discovered I needed a circuit board. I was told HMS drags their feet on ordering parts. I also explained to them that I have young children in my home one of which has asthma. They say they'll put me in "medical emergency status" and that I'll have my part within 24 hours. Well it's 3 days later and it's still in "research status" and they tell me they will not even reimburse me for window ac units if I purchased. I've had this warranty for over 6 years and service is unacceptable and I don't plan on renewing.

This company is about as terrible as they come. Service is non-existent and difficult. The phone menus are a needless hassle, the reps are uninformed, and the website provides almost no valuable information. I think this place would work if you want vague and shoddy coverage on non-essential items in your home. Like if a trash compactor broke - waiting a month for resolution would be manageable. But relying on them to quickly resolve/replace/repair items that are necessary (water heater, furnace, etc.) is a recipe for disaster.

The previous homeowner purchased an HMS National warranty. I had been with a different company previously. I have been trying to get someone to come out to fix the garage door opener for a week. The HMS reps just keep telling me that it's going to take another 24 to 48 hours. I have heard that so many times. They just keep passing me off. Sears is the only service provider in my area, but they can't seem to get the job to them. I asked to speak with a manager, and I was put on hold for just about an hour. They said the manager will call me when they are available, so I doubt that I will receive a call. I just want my garage door fixed!!!! I have never had this poor of customer service. I am very disappointed with the level of customer service.

When I bought my house, an HMS warranty was given as part of the package deal. The seller bought it for me. HMS customer service has been great and my experience in submitting claims has gotten better as they've been more automated. The techs have also gotten better. They were experts, quick to schedule, and very accommodating. After they left, everything was working and they still provided follow up to make sure I have no issues in the future. It has been a very good experience and my claim has been handled quickly.

I looked into acquiring a home warranty because you never know when you’re going to need it. My mortgage was with Bank of America and they recommended TotalProtect. So far, I have had a good experience in submitting claims which I usually do by phone instead of the internet and the TotalProtect representatives have been able to answer all my questions. There was one bad technician but it’s been a couple of years ago and the last one they sent out was very helpful. In fact, I have a claim for him to come back and see my AC.

We took some precautions and acquired TotalProtect to make sure that we weren’t going to be over our heads as far as financing any repairs for our older home. My brother saved a lot of money with them when he had a heater go out, which was the selling point for me. Depending on what day it is, there’s a tiny bit of a wait over the phone to talk to somebody to put my claim in, but I’m happy with that. The reps were very friendly and helpful. If there’s an issue with any contractors, they fix it quickly as far as connecting me with somebody else.

I’ve been with Cross Country for about 10 years and I always have good experience with their reps. They’re really good. That’s why I’ve stayed with them for so long. Submitting a claim with them has been easy. I just call, tell them what I need, and they always give me the name of a company that will get in touch with me. Then I will either call to set up for the contractor to come out or they will call me to set it up. I have two houses that I have Cross Country for and it’s been done like that ever since I’ve been with them.

My agent recommended HMS. I had an issue with my air conditioner and communicating with the claims rep was quick. HMS gave me a name of a person to call. I called the person and the first person they gave me couldn’t do it in a timely fashion so they gave me another person. I called them and they went up. I was notified of the issue and I said, “Go ahead and make the repairs.” I paid them a hundred bucks and it was done. It was very smooth. I have two townhouses and both of them have HMS warranties on them. Also, I’m a real estate agent now so I push the warranty on anybody that could potentially use it. If you have older appliances, you need to get the warranty. The $500 is well worth it at the end of the day. When you have something like an air conditioner going up, that could be four grand.

I called in to make a request to get my a/c serviced. The service provider came out promptly to check the unit and submitted the paperwork to total protect and he determined that the unit needed to be replaced and he needed to wait to see if it was approved. A week passed and I called to check on the status of the job and they had lost the reports and they said that the service provider needed to resubmit. Another week passed no update from total protect. When I would call they would say that my job was in the research department. After about a month, I was called with and offer to take 7,000 and get it repaired on my own or pay $800 in for the uncovered parts. I called in and chose to take the 7,000 to get the unit replaced on my own. Weeks past and I never recieved a check. I finally called back to check on the status and I was told that a mistake was made and my payout was now only $800. I was furious. It has now been 3 months and my a/c has not been repaired and I have not received a check. This company constantly lies and transfers you around and nothing ever gets done. Do not get this warranty company.

I have been a customer for 14 years. I called to have my HVAC repaired on June 30. The first vendor assigned never showed up. The second vendor, RLS, came on July 5 and said I need a whole new system. I called RLS several times from July 11 through July 17 to ask about the status of the claim to HMS. I called HMS on 7/18 and the customer service representative tried to contact RLS as there was no claim in the file and she assigned a third vendor to come out and I receive an email confirmation of the claim.

I have had an HMS Home Warranty for two houses now, one in TX, one in MD. Currently, we are 15 days into a claim without AC in our Maryland house. On July 3rd, a technician sent by HMS diagnosed the issues, and sent in an authorization for parts to be ordered. On July 8th, I received a text message indicating the parts had been ordered, and to contact the service provider within 3-5 business days. I called HMS on July 10th, and they said they had not received the authorization order yet, despite me getting a text confirmation that the parts were ordered. I have called HMS about 8 times now, and their story is the same: The parts were ordered, and "should" be delivered today. I have heard this statement multiple times as of this morning. I do not understand the disconnect between HMS and their contracted service providers. I will post an update once this issue is resolved.

I don't normally write negative reviews, but I thought other potential clients should know the issues I've encountered. Our AC starting going out in May 2018 so we filed a claim. The repair process is decent though a bit slow, you do get seen usually within about a week. The issue is if anything needs replaced. It is now Mid July, and no end in sight to getting our AC unit replaced (3 months). Every time we contact HMS, the person on the other end seems to have no idea how to interact with their system and they are unable to 'push it through' to the next step. We have spent countless hours on hold, waiting for them to correct it, but when we call again the next day, nothing has changed and we spend even more time with a different person, who again...is unable to use the HMS system to process the replacement claim.

I got a home warranty due to the age of the lines, equipment and appliances. I've been using TotalProtect for four years and I've never had any problems with them. I call in to submit a claim and the reps have been fine. The techs that come explain everything.

I've already submitted three claims with HMS and each time they've handled them really professionally. I know the vendors talk about the platform being a bit confusing or tedious sometimes, but I’ve had a great experience. HMS is top-notch for the home warranty industry. The claims process is thorough, which is a good thing, and I've always had good interactions with their reps. However, sometimes, they have a lot of dropped calls. And it's something that they could internally look at. Then, we had a claim for our HVAC and multiple people came out. I was satisfied with the initial person who came but every other person that I dealt with was frustrating to get a hold of. My biggest complaint was that those contractors said they only take text messages and they don't accept phone calls but then they wouldn't respond to text messages. That was a bit confusing and irritating.

Dealing with the people at Cross Country Home Services has always been great, from the initial call where I basically raked them across the coals, asking them all the different varieties of questions 'cause I was kinda skeptical until going ahead and signing on for the service. Since then, they have been very responsive. The only downsides are the contractors have been slower than I would have liked. From the time I issued the claim, it can be anywhere from 24 to 48 hours before I might see a technician as opposed to calling somebody in town who would come immediately. Also, if the part has to be repaired, there is usually a fair amount of wait time before that happens. For appliances, it's up to 10 days and while for air conditioning, it's three days. Sometimes in the middle of August that can be a pain. Despite these issues, I've recommended Cross Country several times.

I have being trying since 6/3/2018 to get my air conditioning unit repaired or replaced. The first service company A Absolute came out, collected the $125 deductible, claimed he was ordering parts. After numerous phone calls from me I was told the parts had been ordered. I have never heard from the original and ac still not working. Was referred to a second company. Paid another $125 deductible. He says we need a new unit altogether. No follow up after numerous calls placed by me. I and the service tech advised company I have asthma, high blood pressure and we are in our 70's. The temperatures have been in the 90's almost daily since this started, still no results as of today. Service reps will not transfer you to anyone else and keeps you on hold. I have spent up to 2 hours on the phone for days. This company does not honor its warranty. Reps would not give company name, address or corporate phone numbers.

I have been waiting on a repair to my oven and gas range for months. I have a >10 year old Jenn Air oven. There are no longer 'original' or 'genuine' parts available for this make and model oven. I have had issues on/off for the last 2 years. I would call, someone would come out, it would be okay for 2 weeks, and start breaking again. In January, I started pushing to get my oven fully fixed. The oven will SHUT OFF at random times during pre-heat and operation. I have one burner that DOES NOT work. I have another burner that needs to be lit by hand. When lit, the burners CONSTANTLY CLICK, as if trying to ignite. I have had everything replaced MULTIPLE times. Igniter? Wiring Harness? Control Panel? Temperature Sensors. Everything. Everything. More than once.

If there was a rating lower than 5 stars, I would provide it for this company which goes by several names including Total Protect (TP) Home Warranty, https://www.totalprotect.com/.

I live In Henderson, Nevada. Nevada! 108 degrees easy in July. I have been trying to get my AC compressor changed out for three weeks! Their contractor, AMA Air is no better, telling me the process would take two weeks, which was bad enough! I call last week at the two week mark because I had heard no feedback and was told that I needed to call Total Protect to make a decision on the claim. Really? Could one of you have contacted me about this? How long would this have gone on?

When we bought our house, the seller purchased HMS Home Warranty for us the first year. We liked it and HMS sent us the renewal letter so we just kept going with it. We submit claims online and it has been great. We had one bad experience, but 1 out 5 is not bad. A-1 Plumbing, one of the vendors that they sent out, took our sink out of the kitchen with the garbage disposal that was rusted to the sink. Then halfway through they said they had to come out another day to finish it. They just let the sink sit in there, saying they would come back. We called for a month straight trying to get an appointment, but they weren’t returning our calls. We called HMS back and that’s when we were informed that the vendor was no longer part of the network.

I've been with HMS for a long time and my price goes up every year. It's like any insurance and the day for it is the day you have a tragedy. One time, there was an issue with the AC unit in my rental property. The unit is outside and according to my tenant, the first guy that HMS sent must have cleaned it and so forth. He also put Freon in it. Then, she was expecting him to go back into the house to make sure that the air conditioner was working to full volume but he never did. She even asked why he was not going back in but he left.

Cross Country's billing has been a problem for me. I got a bill for two months and I called them, and they said, “You’ll be getting one every month.” But the next month, I didn’t get one. Then, I would get a bill on the last of the month that was due on the 18th. And when they billed me, it would either be two payments or three at one time. Last week, I set up an automatic payment but I didn’t like that since if you wanted to change it or stop it, they would usually continue taking it out a couple of months and you'd have a hard time getting your money back. But I got tired of the hassle of what I was going through, so I did it. I joined Cross Country 15 years ago and I did well up until the last year. I even called a supervisor, but by the time he called me back, I had already set up the automatic payment method.

TotalProtect Home Warranty was introduced to me by my in-laws and things have been going okay with for over a year now. I can file claims online easily and my interactions with the reps have been great. And the techs they've sent have been great too.

When I purchased my home, most of the major appliances were already over the expected life and that was why I got a home warranty. I call when I file a claim and that experience has been quite good. The representatives are unfailingly friendly and helpful. I've had one or two unhappy experiences with the technicians but when that happens, I call back and they immediately refer me to somebody else so no drama.

The A/C in my home went out June 27, 2018. Called the same day & had a emergency request submitted because we had a newborn, 3 & 5 year old children & appointment for 3 July, 2018 because of the 4th of July holiday. The provider cancelled, the next provider came out on 5 July and submitted the work order to replace both our up & downstair units and request for authorization to HMS. The provider told us to follow up because HMS had a history of delaying authorization with them. The provider obviously knew HMS well because here we are on July 16th, 20 days later (we’ve called every day since the authorization was request was submitted) and HMS keeps telling us that they haven’t received anything.

Horrible communication between the warranty company and us, as well as the warranty company and service provider. Slow delivery of service as we are now going on 5 weeks without AC, with the majority of the weeks being over 90 degrees and heat index over 100. Even though we are in "emergency status" due to the warm weather, it took over a week to get an appointment and a couple of weeks now for their research center to approve the parts we needed, which we are still waiting on. They have refused to reimburse for any mobile AC unit or window unit so that we may be less miserable in this heat. We have continued to buy the warranty for 3 years now and it is safe to say we will not be purchasing this again, as we feel we are paying for a service they aren't providing. We also have many friends who are going to be new home owners and will certainly be steering them away from this HMS warranty.

The realtor that we dealt with to buy the house recommended HMS Home Warranty. We looked at a couple of other companies and HMS Home Warranty was the best among the other ones we compared it to so we went with them. They handled our claim well and their reps were very courteous but I wish we got service a little faster. I asked if they could get another company to service but they said this was the one that they could get and also, this was who they dealt with.

We've had TotalProtect for years and I always submitted claims by a phone to a human being. Now, that has changed to doing it online which I'm sure I could go to a prompt to get a human being. But I've tried the new one and it seemed to be okay. But I like to talk to humans. They were competent whenever I spoke to them. A couple of technicians that they sent out was quite fine. They've changed companies so much that you never know who you're gonna get. But I had really good people at first that they had in. It's like they've got small businesses that these ordinary people are making a living out of it, which is fine if they do their job. They do their job, but they just were not as used to being a professional person.

My residential service is Residential MD Home Warranty which is now Cross Country and it's a good company. The customer service was fine and the contractors that I had were great. But a couple of the providers were terrible and rude. Someone in Chattanooga said she’d be here at a certain time and didn’t show up. She just hung up on me and was very unprofessional. They didn’t call and tell me they were gonna be late. So, if I have to use that company with Cross Country, then I’m gonna change that.

I’ve used them 3 times (4 if you count their homeowners insurance reimbursement) the first 2 were okay, a little hard to deal with but they did fix the issue. The third was for an A/C issue AGAIN and it took over a week to get someone out. They scheduled an appointment out of the availability of the ONE provider that will service us, so I sat for hours waiting for no one. After numerous phone calls they finally agreed to pay a trip charge for someone from West Virginia to come. Now my toilet does not flush and they placed it in “emergency status” but I have to wait 48 hours for dispatch to even call me, also no manager available. It could be another week before someone comes out because I’m sure they don’t have a plumbing provider in my area either. Please don’t sell a service that you can’t provide, that’s considered stealing. The representative was polite but I could tell she just went through the motions to get me off the phone, no care in the world for my situation. “Your peace of mind protection” is definitely not giving me peace of mind.

We bought the house I have right now back in 2008 and our appliances were all getting older. Most of the time whenever appliances get older, something starts going wrong, so I got a home warranty. TotalProtect Home Warranty was where I went to because they were pretty reasonable. And they’ve done really well with me. I just call them when submitting a claim and it's pretty simple. They give me a claim number and then they give me a number to call. And the contractors have all been great. They did a great job. But when I had my air conditioning done, I had to pay extra. I thought that was a little bit overpriced, but it was still cheaper than anywhere. And other than that, everything has been pretty good. I'm not dissatisfied at all.

I've been with TotalProtect for many years now and my payment has been the same ever since I started. TotalProtect charges up to $125 now but mine is still at $49. Also, their customer service has also been excellent. When you call, you can get through easily and their reps have been great. They would take care of the claims or maintenance as you needed. However, now, it takes a long time to wait for customer service and they put you around and around. Then sometimes you get frustrated and hang up or move on. And that's bad. I had a big issue the other day with my AC and it took a lot of effort and time to get them to resolve the situation. I live in Florida and living without an AC is unbearable. But I have recommended TotalProtect to most of my friends or homeowners and I would still recommend somebody to take TotalProtect's plan. You need to have this protection because you have so many issues that can go and clear out.

I did an online claim with HMS, and the process was very simple and straightforward. I got a phone call from the repair guy, and then he asked me the questions he needed to ask, so he can be prepared to come here and address the issue. My stepdaughter was here at home. I was at work, so he called me when he was on his way here, so I could let my stepdaughter know that he was coming. He came and finished the job. And then, my stepdaughter called me and told me he got the oven fixed. It was a one-trip deal and he got my issue resolved quickly. Everything was really simple and fast.

I'm very happy with HMS. And submitting a claim has been very easy. I go online and say what I need, and then I am contacted very quickly. The contractors were great and I've been very happy with everyone who came out. They were very professional, and they were in and out and usually can fix the problem while they were here. I would definitely recommend HMS. I think a lot of people don’t maintain their warranty once it runs out after they purchased their house, so I am always encouraging people to rethink that and continue it because it really helps a lot, especially on older homes. They don’t make the new homes like they used to, but for my house, which is an older home, HMS has also been very helpful.

I had gotten something from my mortgage lender, Ditech, recommending TotalProtect, which is also Cross Country. They have three plans and I chose the plan that is about $51 a month. I purchased it in November and there was a 60-day moratorium before you can file a claim. It became effective in January. And in May, I called and could not talk to a person, but they gave me a recording that said to hit a button for an air conditioner, which I did and they said they'd have a person out in two days. I was very pleased with that. A guy came out, I paid the $100 deductible, he replaced the thermostat and the capacitor, and then he left. Everything was good. And that was on a smaller air conditioning unit.

We have had HMS for about 2 years - the first year we had no claims so there were no problems. Our air conditioning was not working correctly and eventually broke completely. From the first service call, it has been a headache. They kept sending our claim to a provider that did not show up multiple times. Once the AC went completely it has been a complete nightmare. We are going on 3.5 weeks of back and forth with this company. The customer service is terrible. No one ever has an answer, it takes forever to get to someone who does and even then the problem is not resolved. Our claim has supposedly been escalated to the highest level (emergency medical status) which is supposed to be resolved within three days - we are two weeks out from that escalated state and nothing.

The worst experience ever. It has been two months since I have been trying to get my HVAC unit issue resolved. They keep giving me the runaround, when I get an actual representative on the phone they disconnect the call. It's unbelievable that a company can operate like this. When you find someone who can assist you they all have different answers and put you on hold forever while they look into the matter.

We purchased a condo and were offered a home warranty by the seller in consideration of the unit having some older appliances. In retrospect we should have just asked the seller to give us the value of the premium as cash instead. On Monday of this week we had water in the garage floor from a leak in the water heater. Luckily there is a slight step down from the unit so there is no risk of damage. We called HMS to request a claim. We were given a provider to call who rejected the assignment because they were already booked. This took several hours to discover. We then called back and were given a second "provider" but they did not answer the phone. Now late in the afternoon, we called back to see what to do next.

I’ve been a member of TotalProtect for at least eight years and I've been pleased with their work. When I call for maintenance service, they respond and the service is good. So far, they’ve been choosing pretty good technicians that come in, do the job and are gone. Also, the prices have pretty much stayed where they're at and that's fine. However, the customer service is not quite as good now as it was then because they’re getting more automated. It takes a little longer, but other than that, it works out.

I had a fine and easy experience submitting a claim with HMS Home Warranty and their rep was good and professional. We called and then they sent out the repair person who was a nice guy. It's valuable to have HMS and I am satisfied with it. Try it.

HMS Home's representatives were very nice. The person I spoke to was very professional, knew what he was talking about, very polite, and answered all my questions. I live out in the country and it's hard to find nearby service providers. I tried to submit a claim online, and it didn’t work. Every time I tried to submit the claim, it said no appointments were available and I must call the customer service. So I've had to call in customer service to actually set appointments. The two contractors I've dealt with were very professional, nice, and courteous. And they were they able to fix the issues that I was having. I would definitely recommend HMS. It's very valuable. This is the first time I've had it, and it's worked out great. They're very fast, very efficient, very affordable, and overall, a very great company to have on your side.

Cross Country Home Services used to be Residential MD. Cross Country bought Residential MD and then changed Residential MD's name. More recently, I have submitted claims with Cross Country both online and by phone. The rep who I interacted with was very professional and efficient. When I had a serious leaking problem, the technician came out immediately that same day and I was impressed with that. However, the technician told me, “Oh because there is a drain coming from the AC that also needs to be unblocked. We are going to charge you an extra $100.” I freaked out when he said that.

I have honestly never felt the amount of RAGE AND FRUSTRATION when dealing with ANY company/business/services as I have with Total Protect and their contractors (well, maybe with the exception of our current administration). On June 28 we submitted a request for our A/C HVAC units to be serviced - in the midst of a heat wave, they sent a service provider 5 days later, put freon in one, and said a valve needed to be replaced in the other. TP took TWO MORE WEEKS to approve getting the replacement part - said they wouldn't pay for the freon removal (isn't that standard for a/c repairs?) and we would have to pay the expedited shipping to get the part so they wouldn't have to schedule a week later than that! They should be ashamed of the lack of customer service, the miscommunication, the lying, the denying terms of the contract, etc. No wonder Consumer Reports said not to use Home Warranty companies and just put the money into a home savings repair account. We've been in the midst of a heatwave on the East Coast -as some have noted, this can be life-threatening to some customers. NO response. It is telling that Total Protect has taken the time to respond here to the positive reviews, but not to the negative ones with complaints. Contractors said they needed to come back again, and we have no idea when. This is appalling.

My Air Conditioner stopped working last Tuesday July 3rd. I submitted a claim and the A/C guy came out that night. He was hopeful it would be a quick fix and showed up at 8 P.M. He had to order parts for it and I have been without A/C for a week and a half now. I find this unacceptable since this is the only unit I have, I have kids and my unit is a Trane A/C unit. I have called the company everyday to be told it is in research and they are waiting on parts.

I have this police since last four or five years, they did good stuff in the past, but this time, my AC broke down, and they have no clue what to do, their customer representative are lying to the customers, in 8 long, summer days, they couldn't even get a report from the service provider co. The companies they have on their list are very poor, irresponsible, having no sense of customer services. I am very much disappointed with the service. Also they are increasing the deductible every year, it was $85, now it is $100 and they have already bump it up to $125. I am thinking of ending my contact with the totalprotect.

I have pumped over $4,000 into payments to TotalProtect. It took them 5 weeks to fix my stove and the person who was sent actually created more damage than was originally there because they were not rated on chef-grade appliances. Uncustomarily, our range hood went out the end of June. TP sent Sears out and the representative of Sears was very good, but said a part had to be ordered and that if it wasn't available in 2 weeks the hood had to be replaced. Fast forward to today, 2 weeks later: Sears leaves a recorded message that we have an appointment tomorrow to call. I call and Sears says #1 we don't have the part, we can't find the part, we never heard of the part and #2 that I have to talk to Supply Chain Management at Sears who cannot be directly contacted in order to find out if there is any status at all. I entered into this contract with TP who hard-sold us away from Countrywide saying they gave better service, superior coverage, and so forth. So, I call TP. I talk to Latoya for 47 minutes. Latoya tells me that the package WAS DELIVERED AS A FACTUAL STATEMENT TO MY FRONT DOOR that her records reflect that. I go through my ring videos and no package that we haven't accounted for. LaToya then transfer me saying she was giving me to someone who had more information for me than she could give me. I was transferred to a condescending woman named Lori who was posing as a cases manager who was COMPLETELY CLUELESS about the nature of my call and put me on HOLD for another 11 minutes while she "reviewed" the file and came back to inform me that the part was out of stock until AUGUST -- AUGUST -- AUGUST -- SIXTY DAYS and Lori told me in a condescending fashion they have no obligation to tell me the truth as a consumer or to repair within ANY timeline. She refused to answer any questions of how LaToya would tell me that a package was delivered to my front door saying that TP doesn't have to tell me that information and doesn't owe me an explanation of why both their 3rd party vendor or customer service lied to me. Lori refused to provide me proof that the part was ordered by her "just today" and refused to tell me who would ship the part. I am so fed up with these bait and switch companies who may perform occasionally and think it is okay to lie to the consumer and give false information on accounts. This one has me frustrated enough that I am going to pursue every legal avenue to find out what is really the status with this repair that I've paid thousands of dollars in premiums for on time for years. DO NOT USE THIS COMPANY. I have a public profile and am easy to find if you want to verify any of this data. Unacceptable customer service, worst customer experience.

The microwave is having issues and making a horrible sound, and I'm going to call HMS to make an appointment about that. But when I filed a claim for the hot water heater to have that taken care of, they didn’t cover it. It's been bad since day one. And that was our mistake. Nobody had told us that we had to call HMS Home Warranty first. The inspector was here and the electrician was here but in the end, HMS didn’t pay for the water heater and that was $900. And then I called them about some refrigerator issues, particularly the freezer, the icemaker. They were sending Sears reps out and they fixed it five or six times. They should have just gotten us a new one after all that. And then the crawl space is flooding and they denied it.

I have always been inquisitive about acquiring a home warranty and then through a friend, I have heard about TotalProtect. It’s a little bit long to set up a claim with them and that’s one thing they need to work on. I typically call in because online, I don't have decent luck as far as the turnaround time. If I call, I get a callback within 24 hours. But if I do it online, it can be two to three days. Moreover, some of the reps call back and some haven't. I have already reported this to their corporate offices. But once you get a good rep, it's painless. The contractors usually call within a day or two to fit the service request in his schedule.

very poor customer service been hung up on twice while taking with someone air conditioner has been out for three weeks with 90 degree temperatures would not recommend this company to anyone they only pay so much to the service company then that company would to charge me extra to make up the difference i feel like this is a racket between totalprotect and service companies

I have been out of water for 7 days now. I was told they did not have a service provider in my area however they would look and if they couldn't find someone they would work with me, for me to have someone come out, but I still have not heard anything back. I have called several times to try to talk to someone who could be more helpful in this area but I continue to get... "It can take up to 24 to 48 hours to fix your water main." We are now looking at 168 hours ago! Why would a service be sold if there were no service providers in the area and no attempt to allow the homeowner to contract a local plumber on an urgent matter? I would never recommend this company to anyone because you can use the money for the warranty to fix your own maintenance issues so much faster.

TotalProtect sent a technician for routine maintenance of our air conditioning unit and he was really good. He answered everything that I needed to ask and he did his job really well. If we need him again, I hope we get the same company again. TotalProtect has been really good to us. When we first joined the program, they would answer the phone right away. I always called on the phone and got them on there. But in the last couple of years, they’ve been terrible about answering the phone. Sometimes when we called, we would be on hold for a long time that we would just hang up. And we tried again and we were still on hold until we finally got someone live. So my only complaint is that they don’t answer the phone on the first try 99% of the time and we have to be on hold forever and ever.

The last subcontractor Cross Country Home Services sent was excellent. They fixed my air conditioning on the hottest day of the year. I like it. But they charge a little bit too much for coming to the house. The price raised from $100 to $125. We're retired people on a fixed income so it's a little high for us. But I had a good experience with the claim.

I filed a claim with HMS online and it only took me 10 minutes to do that. Then, as soon as I filed it, it said, "Contact this company and they’ll schedule you in.” I then called that company up and someone was out in two days later. And the person who came was great. We were told what the problem was and it was fixed. Everything was perfect and the experience was super easy. I was glad that we had HMS because it only cost me a $100 for them to send somebody out and get the problem fixed.

When I submitted a claim with HMS, I called the number that's on the little pamphlet inside of my packet and they took care of the rest. The claims process wasn’t difficult at all. The technician was a nice fella, and he got here when I needed him and fixed the problem. The quality of his work was perfect.

I had TotalProtect Home Warranty for years, and I had no issues until my last claim, which was placed in the beginning of May 2018. now it is 7/10/18 and my claim still have not been resolved. the first customer service rep - Johnsons Appliance Repair, LLC, diagnosed my dryer as the panel and motor is out. Took the deductible and never came back - even TotalProtect could not get in touch with him! One month of arguing with TotalProtect, they sent another provider Abott, who was not able to determine what is wrong with the drier (mind you this drier is barely 3 years old - Samsung). two weeks back and forth with TotalProtect "Linda" assign our case to Sears. Sears never showed up - turns out "Linda" never submitted the service call. more arguing with TotalProtect - waiting on Supervisors call back, which probaly not going to happen. All in all - when it is time to actually give the customer a replacement they are breaching their contract by not providing to their customer.

On 09 May 2018, I called HMS to report an A/C unit was not working. The response was quick and I had a service provider out to look at it within 2 days. A second visit (6 days later) was required to further diagnose the problem. I then waited to hear back from HMS on the part approval and to schedule repair. I finally called on 22 May to get status and was told that I would be covering nearly $500 of the items out of pocket and that two valves and two caps were to be ordered and delivered to the service provider. After calling again on 23 May, I was told the parts were "on order".

I placed a claim for my air conditioning unit on 5/29/18 and had their contractor Suncloud Services LLC come out to inspect on 5/31. The repair required ordering parts which I had to call repeatedly to check on and was finally 'ordered' on 6/14.

This company is crap. We just bought a home and the seller purchased a home warranty for us. The day after we moved in the appliances stopped working. They claimed that they were pre existing conditions but when we did the inspection everything was fine with them. Our HVAC also went out which should be covered and was not. We spent a lot of money in all new appliances and HVAC fixes that should have been covered. They would not even come to the home to check anything. Their reps were rude. THIS IS A SCAM! They suck. Do not buy this warranty. Our Realty Company will no longer be offering them.

I had HMS for 5 years. During the first 4 things went well. They replaced a fridge, Gas pack and fixed a dishwasher twice. Then they were bought out and are now not so good. It appears that now they deny claims and make you wait months for a supervisor to review. I had 2 legit claims that were denied, had to pay the $125 per claim just to be denied when the cost to fix each would have been less than $125 if I had fixed myself. Now I have spent 600 for a useless warranty and $250 for contractors to come out and deny anything is wrong. Dropped them like a hot potato, and you should too.

My washer wasn't spinning and Cross Country sent Sears out who put a new motor in but it didn't work. The Cross Country reps said they would look into it, call Sears and take care of it. On that end, they did okay until the very end. Then I had problems with customer service because they wanted to charge me again. The second time someone came out, the tech said what was wrong with it and that I had to pay more because that was what Cross Country said. I called them and told them that was unreasonable. They said that it’s the way it is and we went back and forth. I just said I was gonna go and buy a new washer. Then, I called customer service again and spoke to the supervisor. They gave me $500 towards the new one. I went through this for a month but they worked it out great for me. And other than that, it has always been great with Cross Country. I was satisfied with them that I recommended them to my brother.

I switched to TotalProtect after my friend told me that it's the best company and it’s a bit cheaper too. I called to submit a claim and it was done the next or following day. Submitting a claim was a very good experience as well as dealing with their reps. The reps were able to answer all of my questions and acted right away to solve my problems. When my air conditioner went bad, one technician came and wrote so many stupid stuff and he didn’t wanna fix it. And so I asked for a second guy to do a second inspection, and he fixed it right away. I don’t have any problems with TotalProtect and each time I called them, they took care of things. I like my experience 100% and I recommend them.

My parents had HMS for years and it helped them out a bunch. We bought a house five years ago and they said it was a good idea to have them, and we did. We would call to submit claims and their reps have been very professional. The contractor that came out for our dishwasher did a great work. Having HMS is very valuable and they give us peace of mind, knowing that they are there.

Total Protect has decided to replace my refrigerator, and it looks like a decent replacement. I have also updated my rating to 3 stars. It would have been higher if it hadn't taken a few weeks, and a lot of my time and effort, to resolve it. But overall, I would have to say I'm 'satisfied with the experience'.

My realtor said she recommends HMS Home Warranty to all of her clients and knowing how she worked for me, I followed her recommendation. Her brother has it and was always very happy with it. She also said it was probably one of the affordable ones and that sold me on it. HMS also gives a yearly discount for renewing which is really helpful. I had a claim once and it was a very smooth operation. The warranty was easy to use and the experience was super friendly. I was able to go online and put in what I need then they immediately scheduled it for me. Since I'm a single mom who's working full-time, it was really nice. That's what I need – somebody to do my dirty work for me. It was a very simple fix too. The technician told me that I might need them to come back out if there's a clog again. But he also gave me something to try first which was nice because that could save me some money. The experience was wonderful and spot on.

When we bought our house, our realtor gave us two options for a warranty. HMS cost the same amount as the other one, but it covered more of what we needed. Also, I looked online and they had better reviews. Submitting claims has been quick and very easy. This is the first house that we have purchased and we didn't know what to expect. Being in the military, we've rented through landlords and that can be a big pain. I went in thinking that it was gonna be a hassle and it wasn't. Everything was done in less than five minutes.

I had a home warranty but I was dissatisfied with the customer service so I decided to switch. I did some Google searching and checked the reviews, and TotalProtect Home Warranty came up to be pretty cool so I went with them. Usually, I put in my claim online. I called in one time when the online thing wasn't working very well. And so far, every technician we’ve had has been very professional and polite. They explain everything and it's nothing but A-pluses for everybody.

Most of the contractors that Cross Country sent were very good, friendly and nice but my interactions with their reps were not that great. Once, I had a toilet that cracked and they said that it must have been because I did something wrong so they wouldn't repair it. Then, there was a water pressure problem but I didn't realize it wasn't covered so I spent a lot of money plus, I paid the deductible. There was also a problem with my dishwasher which, at that point, was about 50 years old. Instead of replacing it, Cross Country spent several hundred dollars on parts. It seemed silly to me to try to get all these new parts for an old machine, but that's what they did. It's still working, so I guess it was okay.

I have been with TotalProtect for I don’t know how long now. My husband was with them as well prior to us getting married. When I submit a claim, I call and tell them what's going on. And so far, the technicians who came to service my appliances have been absolutely fantastic, if only TotalProtect doesn’t send somebody out that has been here before that I will not do business with. I had a couple of bad experiences with four of them and they’re still working for TotalProtect.

I call HMS when I submit a claim and my interactions with the reps have been fine. The claims process is easy and the quality of the work done by the contractor is good.

Dishwasher broken for 2 months, no hope of repair or replacement. My realtor purchased this warranty as a gift for closing on my home. Within the first month of living in the house the 2016 Kenmore Elite dishwasher gave the F2/E2 error code. I called HMS for a claim and they sent someone out within 2 days. That person acted like he has never seen a dishwasher before and once he opened the dishwasher he couldn’t get it closed. He placed an order for a Kenmore moisture sensor (even though I told him the consensus on online help forums is that is not the fix to this issue, the fix is replacing the gray hose because it leaks and a new motherboard). This was 5/16/18.

DO NOT PURCHASE this home warranty!!! If you do, it will probably be one of the worst decision you'll ever make in your life. I wish I had a choice, but this scam company was recommended by their partnered real estate agency and had to find out the hard way that their sole purpose is to take your money. It doesn't matter to them what your situation is, or whether you have young kids in your house, or you're a veteran with special needs; all they care about is how they can take your money and deny any claim you'll make. Just so mad I didn't read the ratings before agreeing to go with this company. Hopefully I can save someone else the frustration and emotional suffering that I just experienced.

I’ve been very happy with TotalProtect. They really stand behind what they say and deliver very quickly. I submit my claims over the phone, and they follow up and they have great customer service. Recently, they added a lot of text messages to their customer service where customers can just respond with a "yes or no" if the appointments have been completed or if another appointment is needed. And then they tell us they will follow up with us and they do.

We wanted protection on our appliances and a home warranty was what was recommended that everyone should have. I then heard HMS Home Warranty through one of our neighbors and that's the warranty we got. Once, we submitted a claim. We initially filed it online, but then we followed it up on the phone because we wanted to add things and because we could only report one issue at a time online. But then we were very happy with the tech who came out. He was knowledgeable, very professional and very helpful. However, the work is not completed yet. One of the parts that was ordered wasn't received because it was not available somewhere. So, we have to follow up on that front. When that part arrives, the technician will take it up further. But so far, we're happy about our experience with HMS.

Today is July 6, 2018 and marks over a month of time that my family and I have been without our refrigerator. I have had to make every phone call to this company, approximately 15 times, in order to receive a status update on my replacement. Each phone call to Total Protect has been hapless, unproductive and absolutely frustrating. I've requested to speak to a supervisor each of the last few times and still in each case, they are useless in providing any assistance. In today's phone call I was actually informed that they could "not find a supervisor for me to speak with". My family and I have had to endure the expense of purchasing take-out food every single day of this time-period in addition to the daily purchase of ice.

I've used HMS for exactly 2 years now to the date. I've filed 3 claims - 2 for my heater and 1 for my washer. The first time for my heater was fine. Needed a part, the contractor came out, diagnosed the issue, and fixed it when he came back a week later. The second time was a much bigger issue. They diagnosed the problem in October. Contractor said they needed new parts. Fine.

What is the point of having a platinum coverage with HMS if you're not going to cover your broken ac unit!!! This company is a joke!! When you call and ask to speak to a person high up in the ranks...you can’t! There is no one to handle the problems! They won’t even give you a number to call someone with some power. CEO or someone like that! I WANT in writing what is covered in my platinum coverage. Because on the paper I have says the ac unit is covered!! Riddle me that!!! I am so pissed right now I could spit razor blades! DO NOT BUY from this company! Would give a zero but you have to pick something??? Will be contacting my attorney!

The contractors they use are horrible too, they sent Dominion Comfort Solutions to fix the A/C at my daughters house TotalProtect did authorize that repair but the contractors were constantly not showing up. It took them 2 months to fix the A/C and they replacement unit is defective so the job still isn't done.

If I could give 0 stars, I would. After 4 days of repetitive calling, misdirected transferred calls, not being able to understand the reps who did answer (some sounded as if they were still in bed) being left on hold for over 30 minutes at a time, misinformation on top of waiting all day the 4th of July, assured someone was showing up, who never did and $100 co-pay to a plumber they sent out only to be told the water leak was not covered. The technician who sold me the warranty assured me EVERYTHING was covered and the pamphlet he left me was just as misleading. Not acceptable! I'm out $100 as well as the added water expense since the water has been running for 4 days. And, I still need to find a plumber which I could have done 4 days ago had I been advised of the item not being covered.

The seller provided an HMS warranty with purchase of my new home. I my gas dryer went out, service was scheduled from a local provider who was prompt and very nice. They identified that several parts were needed and they had to order them directly from HMS. This has been almost TWO months ago. The service provider hasn't heard anything. When I call HMS they say the claim is in Research. It has been in this state since the service provider was here TWO MONTHS ago. I call, there is never a supervisor available, they escalate so I will get a callback and that never happens. I asked to speak to Research directly and they don't have a number to provide.

Our A/C furnace went out on July 4th. My husband a licensed HVAC technician tried to revive the system but, the condenser is shot. We have to pay $125 for a “partnered” contractor to confirm. Well 8 hours later nothing! I have been on the phone for 47 minutes and counting. No supervisor wants to pick up the phone and speak with me. It’s 87 degrees in Northern VA. I have a toddler. I asked repeatedly for a name and contact number to rectify this issue. The agent doesn’t know who the CEO is, a supervisor or who and what time I should call. A horrible company. Do your research before you assume the existing warranty!

I've used Cross Country for years and so far, I’ve had a great experience. It represents security for us. I could not afford to replace my appliances. I also have it on my rental homes for the same reason. A couple of years ago, the air handle went. We had to wait a day or so but the man came out on a Sunday and fixed it. The garbage disposal went this past year and they replaced it as well as the sink faucet. To me, it's invaluable. And two weeks ago, the air conditioner went. And this time, the dishwasher, the washing machine and the refrigerator broke down within the same week. They replaced the dishwasher, the washing machine and the water heater.

I call HMS when I submit a claim and their reps have been professional and excellent. I let them know what the problem is and they call a company, and then, right away, the company will call me and schedule an appointment and fix the problem. The contractors who came out were professional, on time, and got the job done. And the quality of the work they do has always been good.

We weren’t that financially stable and we figured it would be nice to have an insurance if ever bigger items in the house would go out. And TotalProtect is more affordable than having to pay for an appliance. Their representatives were nice and polite when they were listening. I was very happy dealing with them. Their contractors are nice as well. It was a little rougher with my refrigerator, but they tried their darnedest to fix it. There was also a different guy that came before and he did really well. He seems a little bit older, but those guys in their 50s really know what they’re doing.

TotalProtect Home Warranty covers everything. They cover the wires in the wall and the plumbing in the walls too. Their customer service has usually been very good. However, this last time it was weird because I had to go through the whole procedure of making an appointment and I had to wait. I don’t like the phone system so well. I wish there's a new way to reach a person if I had a question. But when I finally spoke with someone, it has been very good.

Never in my entire life have I received the kind of rude, incompetent, disgusting service as I have received from this company. This is an AWFUL establishment, and I will not rest until as many people as I can reach understand how awful and incompetent this business truly is. I am ABSOLUTELY DISGUSTED. When you call their hotline, the first sentence says that they are accredited by the Better Business Bureau. After researching that claim, I found out that they are in fact NOT accredited as stated by the BBB website. I have received nothing but runaround from multiple “supervisors” in customer service who cannot seem to even order a part. It has been over a month that the “company” has had this part ordered. I was guaranteed a 2-3 day shipment and here I am in south Louisiana with no air condition over a month later. If I owned any PORTION of this company, I would be MORTIFIED and EMBARRASSED. The last “customer service” representative, Devin, told that he has no idea where my part is or when it will be delivered. When I asked if I could speak to anyone that does, he condescendingly replied “no.” When I asked if there was anyone else I could speak to that can resolve ANY part of this monstrosity of an experience, again his only reply was “no.” How dare this company pretend to offer any semblance of a home warranty service? I would have been better off burning the non-competitively priced cost to even be a member of this company. It would have caused me infinitely less mental anguish than dealing with this terrible excuse of an establishment.

You pay your premium on time and when you have an issue you can’t get an answers or information. My AC unit had a hole in the coil and I paid my part to have the vendor they decided come over and told us we need a new unit. We submitted the claim March 26, 2018. We are in July 2018. We still have no answer and we’re living without air conditioner in 98 degree temperature. I called them many time and their answer is, "Research department working on it." You can’t talk to anyone that makes a decision and when you ask to they say, "We’re telling you all we know." We decided to replace the unit ourself. This is the worst company ever and they should not get away with this.

DOES ANYONE WANT TO FILE A CLASS ACTION LAWSUIT? 14 DAYS with no AC. Finally got a call from HMS. They did not leave message. After calling back they told me my evaporator coil has FINALLY BEEN APPROVED! But, I need to PAY $799! HMS headquarters (Arlene) could not confirm that I have paid for the Premium Upgrade that covers any additional expenses to install my part. And, the evaporator coil could not be ordered until I, the customer, called back today so that they could confirm I had paid for PUP coverage. I even offered Arlene to do her job for her - I was willing to email, fax or send picture of proof of coverage. This is all for a part being used to jerry-rig my 26 year-old unit that uses R22 freon. The good news is ANOTHER 3-5 DAYS just to get the part ordered. It's 91 * today with a real feel of 102. This is CRIMINAL! As I said, LAWSUIT ANYONE?

TotalProtect is a good company. I'm satisfied with the result every time I call them especially this last time when I had an issue with my air conditioning. It took long, but the result was very good. Submitting a claim was very fast and their representative did an excellent job. The contractor did a good job as well and they made sure I got the service. I highly recommend TotalProtect.

When we first bought our house, HMS Home Warranty was part of a warranty package that was offered to us. We’ve filed a number of claims by phone and two claims online and the service is usually quick. The entire claims process is remarkably easy and for the most part, I get the confirmation email within minutes. And then usually within the hour, I’ve got something more substantial as far as who they are looking at sending here. Once, I got a call back from their rep that said they couldn’t schedule anybody to come out for our plumbing issue, and it took a few days to get somebody scheduled. But for the most part, within two hours at most, I’ve already been hooked up with a service provider and most of those have been same day service.

Over a month ago we placed a claim for our water heater. And we still don’t have the problem fixed! The first contractor HMS schedules for us, calls and tells me that they don’t like working with you (bad sign right there) so I need to set up a new claim. The new contractor is very busy and can’t schedule someone to come out to see us for a week. Once he finally comes in and looks at the heater he tells me that it needs to be replaced and we should hear about it in 48 hours. So I wait 48 hours so that HMS can figure it out while they get the paperwork from the contractor. Then I call and it takes about 5 phone calls to HMS because I kept getting transferred and the calls were dropped, so every single time I would call I need to explain the whole situation again to the new agent.

I liked the pictures and what is all covered by HMS Home Warranty, so our realtor set up all that for us. We've had to use HMS twice so far and my husband did both of the claim on the computer. He contacted them and told them what we needed. And then they sent a deal back and told us who to expect, when to expect, and all that. Everything was very proper.

Since having TotalProtect I like the fact that if something breaks down in the house, there’s someone I can call to have it repaired. I never had any problems with them sending people out and doing stuff on time. Maybe once or twice there was but they reconciled that. Every contractor they sent has been helpful except one. My shower had to have a new shower nozzle put on and it took a while to get it. I also had a problem with the dryer. They said they fixed it but they didn’t. I kept calling them to have them come back out, but they never would. TotalProtect had to send somebody else to do it. I tell all family about TotalProtect all the time and recommend it to them. Someone dropped American Home Shield and took TotalProtect.

You can never speak to supervisor is always customer service I have been trying to get my hot water heater fixed since May 18 of this year and been get the run around was told I didn’t need one just some part and I could keep use it a week later My basement flooded and I lost my freezing everything in there a I have them a least a 100 times still way on a supervisor to call me and there is no other number to call and when you customer service they don’t even read the file before they give me an answer I’m just finally find out is there any reason my hot water heater should not have been repaired or replaced by now they want me to call we’re up to our car where a pool and they said they need to get to have water heater was installed in 2014 I called them they still don’t understand I had this insurance since 2011 in the beginning it was great right on it now you don’t know what you’re getting

Routine 15+ min. waiting time before they transfer to next person. Every phone session is 40+ min. Cooktop broken April 20 still not fixed as of July 2. 6+ service visits and three diff. sub-contractors. No accountability or commitment to a completion date. Over 30+ personal hrs. invested in phone time and 4 hr. service windows. Are they worth your money?

Its been 3 weeks since ive submitted my claim. I cant get a straight answer from total protect staff. I will not be sticking with this company after this horrible experience. Its a simple fridge repair. Fix it or repair it. Thats what ive paid for!

I've had TotalProtect for four years now and I love them. Their services are excellent. If something breaks, I don’t have that worry about who’s gonna fix what. I know it is costly to try and insure the stove, the air vent and the electric and most of the time you'll be asked if you want a plan, which can cost up to $400. And so TotalProtect saves me a lot of money. I call them when I submit a claim and a rep would be on the line. I explain things to them and they submit my request. They ask me all the questions and they're thorough because sometimes it’s hard to describe mechanics and things like that. I also like that they don't rush me and they try to help me troubleshoot. The contractors they've sent have also been good. They're to the point, timely and clean.

I am very disappointed in the way Cross Country has handled my claim. I filed my claim on 5/28 and a contractor came out on 6/1 to look at my central AC unit. I was told that I would need a new unit and that they would contact the warranty company for approval. The new unit arrived at the contractors on 6/21, but was missing a piece. I have called almost daily asking for updates on the missing part and I get a different answer every time. Today is 7/2 and still no part. This is week 5 without air conditioning. This is totally unacceptable. I have asked to speak to a supervisor, but one is never available. This is the worst service I have ever received, I am really disappointed in their lack of caring and follow through.

I have an HMS warranty covering my house and in ground pool. My pool pump went out and a claim was filed on June 3. HMS didn't get a contractor out until June 21, and the contractor recommended a full replacement. Wanting to upgrade to a slightly large pump, and not wanting to wait the 3 weeks the contractor quoted me to switch out the pump when I can do it myself in under an hour, I called HMS on June 25 to request a cash payment in lieu of the repair. HMS claimed, and still claims, to not know how much of a cash credit they can give me. Meanwhile, after almost 1 month, my pool is near overflowing from rain, it is filled with algae and who knows what else, and they still won't give me an answer on my credit amount.

This company is an absolute disgrace. Their customer service is horrible, they don't have a good system in place for processing claims. I have a claim that I put in over a month ago and I'm still waiting for it to be resolved. I have called customer service numerous times (lost count at this point) and I never get consistent answers or I get hung up on by their customer service reps. When asking to speak with a supervisor I get hung up on or told no one is available and ask if I want a callback, which I rarely get back.

My father is 74 years old and has congestive heart failure as well as an abdominal aortic aneurysm and is at risk for stroke, and our ac compressor has gone out. This company has told me it’s a “medical emergency” and my claim is being “expedited”. I never received my contract. I have requested my terms and conditions/ contract five times now and while each time they “put in a request to have it mailed” the requests started 2.5 month ago and I still haven’t received it. They REFUSED to connect me to a supervisor, refused to email the terms and conditions or contract. It is Florida summertime 89 degrees plus humidity that makes the “feels like temperature” 100 degrees +. The first time the air went out it took 3 DAYS for them to approve me to call my own technician, the second time, (now) a technician came out and it has been 30 hours in parts RESEARCH already with no end in sight. They haven’t even ordered the parts yet, much less shipped anything for the repairs to commence. They refuse to tell me how long it will be in research, with one woman saying to me “do you want me to lie to you and make up a timeline, because I can do that.” In addition, they consider mold/mildew “consequential damages” along with any costs for lodging due to their delays to order parts “consequential damages” not covered by the warranty, and they refuse to give out any timeline when we can expect this to be taken care of. It’s a stalling tactic to try to force the customer to handle it ourselves which would mean they don’t have to pay out. I’ve filed a complaint with the BBB, and am calling the states insurance adjuster, consumer protection services. Stay away from this company!!

AC out of fix for over a week with disabled grandson on a feeding tube and Significant other on disability. Tried asking for a manager and supervisor and was told they were too busy and that they would call me back but never received a response back. Temp in home up to 98° no care about small kids or disabled people. Very disappointed !!!!!

My former homeowner had HMS as their home warranty and I continued that when I bought this home. I call them when I submit a claim and the interaction with their reps was okay that time. But one time, a claim for the garage door opener was applied online and I had to wait one month. The HMS team said that it was on reserve but I don't know what kind of reserve it was. Finally, they assigned a different company for it and the company came with the materials. But the time the technician showed up, there was no email confirmation to send to the provider and the provider said that they may have to bill me in case HMS deny the claim so I had to call HMS again and it took more time for me to get approved to be paid. The technician fixed the garage door opener and the work quality is not bad. But so far, the provider hasn't called me or billed me and I hope the claim was paid.

WORSE company ever. Soon to be Cross Country Home Services. We recently bought our home and had to contact HMS under the warranty the previous owner bought and provided us for 1 year of coverage. We had a thorough inspection of our home to include the HVAC unit. Our HVAC has been serviced now twice since we moved in, and each time I had to pay a $100 deductible. The 1st Technician serviced our HVAC the end of April, and had to replace parts, and still didn't work too well. The 2nd Technician serviced our HVAC on May 22nd, and submitted a report/claim to HMS stating the following; "Arrived to check operations of A/C system upstairs. Found outdoor not coming on. Test unit, found bad condenser motor and control board. Check air handler in attic. Found coil leaking and oil on coil. Recommend replacement. System will report to home warranty. "

I reported AC problem Saturday June 23, 2018, it’s Saturday again June 30 and my AC still not working. I been calling every day and they keep on saying it is under research for approval, how long will it take to approve a customer’s problem? I live in Texas experiencing almost 100 degree for EIGHT days without AC, where is your compassion CCHS?

While I have been a total protect customer for 18+ years and have filed claims, simple ones that probably would have been less to call a service company myself, but having the warranty is what I pay for , I have let the warranty company do the repairs. Now I have an AC claim that needed the warranty repair. I am being told my claim is not covered due to the fact that the policy doesn't state that if I have only one central AC unit my claim isn't covered. That I must have (2) units before a claim can be made. The following is a quote from Total Protect on their website "condensation pans " Covered, yet because they put (2) units covered , Their claim is I must have two (2) units for them to cover the repair and nowhere in the contract does it state if you only have one unit. This is just another way of not covering repairs. Buyer beware of this company and their tactics.

Purchased house in November, seller provider warranty. Air conditioner leaked after first few warm days and caused a wet basement. Assigned HVAC co. took 4 visits to accurately diagnose a Freon leak. HMS took an additional week, which included many follow up calls including one with a customer service rep male who refused to put me on hold to speak to his manager, to give me two options for my “coverage”. Option 1 Accept a claims credit buyout of $100.00 to be used towards the repair, including labor or installation, using your own licensed and insured service company to complete the work. Option 2 Accept the repair/replacement of the Straight Cool Split System with authorization given to AL'S TWIN AIR, LLC to complete the work.

I've been working with HMS Home Warranty for years. I went with them because of their reps. Claim submission was easy, and I thought the claim rep did a nice job. The techs came and fixed the issue, and they were prompt, too. I'm getting ready to renew my policy.

I bought my home in April of this year. I filed a claim for my water heater, and the first company never called me back. The second company the rep was very rude and said they couldn’t fit me in until August. She also told me my problem wasn’t covered by the warranty (which is plainly states it is covered in my brochure). So, I tried calling HMS to see if I could have a different service provider. I called the number on my brochure, which is 100% automated. I couldn’t speak to a representative even if I wanted to.

If I could give a ZERO star I would. This is by far the worst company I've ever had to deal with. I scheduled a claim for my water heater on March 6th. Two weeks later a tech was supposed to come to my house. The day before I called to verify a time since I hadn't heard from anyone. The company said I was not on their schedule, that they never got a call from Total Protect to add me to their schedule. I called Total Protect and was given the run around and told they'd get it taken care of. Since my wife was pregnant at the time they moved my case up as a "medical emergency" and would make it a priority to get fixed. Several days later without a response from Total Protect, I called again, only to be told they didn't have any companies in my service area that could do the work. The only option was for me to find a company to come look at my water heater and they'd reimburse me for anything spent out of pocket. I found a company to come out. April 11th a company came to my house. After a 4 hour phone call between the service company & Total Protect, they finally agreed to replace the water heater. Total Protect told me that they don't reimburse for bringing the water heater up to code or for the required permit to install a new water heater. We got an estimate with cost breakdown of items they would and would not reimburse for. I was told it would take 24-48 hours to hear back about my reimbursement check of $1,762.00 being approved or revised. On April 16th, I emailed Total Protect asking for an update since it had been well over 48 hours. I was told to send in the invoice and they'd review. I sent the invoice to them April 16th. I got a reply on April 17th with a letter attached stating all the items they would not reimburse for and a dollar amount for each line item. The items they would not reimburse for totaled $669.00. This was more than what I was told on the phone but not by much. I waited ten days before asking for an update. I finally got an email response on April 29th stating it could take up to 4 weeks for review and processing. After still not getting any kind of response within the time they told me. I sent them yet another email on May 31st asking for an update. Since I did not get a reply, I sent them another email on June 1st & June 4th. Finally I get a response on June 5th stating it's in review and could take up to 4 weeks for processing. I responded with two more emails the next two days stating I would not wait another 4 weeks. June 7th I was told they're looking into it. June 8th I was sent an email stating "check # ** in the amount of $1,775.00 was processed on 6/6/108 and mailed within the same week. Please allow 7-10 business days to receive payment". Finally a check was coming my way and I was done dealing with this sham of a company! Nope. After waiting 12 business days (6/26) I begin emailing them twice a day. I finally get a response on June 29th stating "we have reviewed the details of your service job and our records indicate that your reimbursement reviewed and approved on 6/29/2018 for the amount of $1,065.00. Please expect this payment in 7-10 business days. WTF!!! Now I'm on hold trying to speak with a supervisor, been on hold for going on 60 minutes. Being told all supervisors are busy but they'll call me back.... Mysteriously the phone call went busy and I got disconnected. WORST COMPANY EVER.

Our water heater died and flooded our basement. We called HMS who we have had for about 3 years. They had an outside plumbing contractor to come out and look at it and determine that it indeed needs replacing. The contractor has thus far been excellent. HMS however, has had our water heater case in "research" for over a week. The gag is: research means "we are looking for the item to replace your broken one". I'm floored that an agency that is literally paid to replace broken appliances can't do a basic Google search to find said items. Or better yet they don't just contract with suppliers of these items... SINCE THIS IS WHAT YOU LITERALLY DO! I don't believe that for one second!

My saga with my upstairs AC began on May 14, 2018. I will admit that initially I did not call every day to move things along. I had major rotator cuff surgery and another minor procedure that kept me from regularly following up when service providers did not show up. Beginning June 4, 2018, this has been my top priority!

Do not use the Home Warranty company. Claims if they approve take weeks to have someone come. Half the claims are denied with some sorry excuse. They say they will get with a claim decision or question. Never do. Service is the worst. I am constantly trying on the phone to follow up. I have the service people confused on their next steps. Do Not go near these guys.

My problem started back in March but I am just writing this review because I thought that I could get someone reasonable at Total Protect to listen to me. That is not the case.

To make an extremely long and totally frustrating story short and to the point - i initiated a service request on May 11 for an air conditioning unit. To date the air conditioning unit has not been fixed. The service provider came out on May 18 and told me they were ordering a part. I called the service provider to check the status on June 8 and was told that total Protection ordered the part. I called total Protection on June 14 andthey said they would research and call back. I called back in June 15 and was told the part was ordered on June 15 and would be in June 23. There is still no part, they are “trying” to track it. I requested to speak with a supervisor and 48 hours later no contact has been made. I sent an email to complaintsletters - with no response. At this point I am at my wits end, have no air for almost 2 months, and see this as extremely horrible and unacceptable service. But I still have to wait. Trying to figure out my next steps in addition to continuing to call and email daily and document my experience.

It has been just about a month now since I started the claims process with HMS for my dryer, and I am still without a working dryer. The claims process is very easy and the customer representatives have been very friendly; however, this whole process seems to have taken way longer than it should. The company handling the repair came out on time, and said the dryer needed to be replaced since the parts were no longer available. I paid my $100 deductible and was told that I would be contacted by HMS regarding the replacement.

I have had terrible response from repair service department. They assigned me to a technician and then cancel and reassigned to a new one over and over leaving me without the ability to get my air conditioning repaired. I live in Tennessee and it is 95 degrees on average.

I've been been with this company for about 6 years, the first 2 years they did what they promised but now their customer service is horrible, the people they contract with are sub par at best. To get them to do the annual maintenance of my systems is nearly impossible. When we call to schedule the wait time is long, Nobody seems to know anything. Currently looking for a reliable company that will fulfill what their contract states.

I acquired a HMS Home Warranty as part of a home purchase. I will NEVER use HMS Home Warranty again. I have done two claims thus far. One has gone completely uncovered for reasons they can't explain. The other I have been waiting almost 90 days and counting to get reimbursed on. Continue reading if you would like to get walked through the process that HMS Home Warranty provides.

It is now day 6 of waiting on a repair. The appointment that I took time of work for and received an email to confirm was never made. This company has now blocked mu message on Facebook to avoid further acknowledgment of the issue. A manager has yet to follow up with me and I have no resolution. I will be canceling my plan with them as soon as this appliance 9s fixed.