Cinch Home Services Reviews

June 18 - August 6 - the installation team comes out, orders new parts, duct tapes everything (including the filter door closed) for a total of 6 trips. HMS insists that I let DSE Mechanical (the installer) make it right. Every time they came they admit that it should be cooling better, most AC units can cool 20 degrees. The final time (August 6) they admit that the unit they installed will always struggle when the temperature exceeds 85 degrees. Who wants an AC unit that doesn't cool above 85 degrees? HMS is claiming they provided a unit, so they did their job. WHAT A RIP OFF! My old unit cooled the space, the unit they provided does not. Do not waste your money!

After the assessment, I had it verified by another company (on my own dime), who concurred that the compressor was bad. The initial HVAC company then called me back and said that their initial written analysis was rejected by SystemsProtect and they wanted them to itemize it differently, so they resubmitted it and had the proof in the email that they did. 2 days then went by and I called SystemsProtect back and asked if they had the new analysis so they could pay the HVAC company so they could fix it. SystemsProtect said they showed it was not in the system (2 days had gone by now and never mind they never called me back OR BOTHERED TO FOLLOW UP WITH THE HVAC COMPANY). I then verified with the HVAC company who had proof in their email that SystemsProtect received the new written analysis from them 2 days prior.

I complained to a representative after calling SystemsProtect protect again and he hung up on me. I then called back and cancelled them and paid for the A/C to be repaired on my own. I DO NOT RECOMMEND using this company. They failed in my situation and I found out about them from my military credit union and will let the credit union know how they treated this minority Veteran's family during intense heat and an easy fix, which they would not pay to the company. RUN AWAY unless you like giving money away, because all they did was keep the money I paid them monthly for warranty coverage and they refused to pay the vendor. As for the HVAC company, they fixed this within 1 hour after I paid them. They did say that they have had NOTHING BUT PROBLEMS with SystemsProtect paying claims. I believe they keep your money and receipt whenever they have to pay a claim. I will be reporting them to the BBB as well.

I called HMS and explained the situation, was disconnected, and then called them back again. I spoke someone named Areal (spelling?) on August 7, 2018 who said we should pay the amount and apologized for the misinformation. I asked to speak with a supervisor, was put on hold for five plus minutes, and was told a supervisor is not available and that I would get a callback. I am not hopeful of hearing from anyone as I have been hung up on at least twice on prior calls. I would not recommend a home warranty if this is the poor outcome. Folks at HMS do not relay accurate information and as a result I may now have to pay two $100 deductibles... due to no fault of my own other than trusting that the employees at HMS know what they are talking about. I will not be renewing this home warranty. Maybe this is why out of 2000 plus reviews the star rating is under three stars.

Then another time, TotalProtect sent one out for my refrigerator that froze. While the refrigerator and freezer were covered, it was discovered that the icemaker wasn't. So that was another goof-up. Then, the guy tore it all apart. He put it back together and then come to find out, he said that they didn't have the parts. Then, when I called another outfit I found out this other outfit does have the parts, but that's not who the place sends out. When a company comes out and if they tear and mess something up, they need to complete it. They need to go ahead and be thorough in everything that they do. To me, it seemed like they were going halfway. I would recommend TotalProtect. I've had good service from them, other than my messed-up walls and ceilings. However, some of the people wouldn't even talk to me now because when they went with them, the technicians they sent out couldn't do the job. The people got a bitter taste after dealing with them.

Also, when the water heater went out two months ago, the person they sent out didn't do anything. He just looked at it and said, "Well, it's starting to fail." He also told us that we have to wait until it fails until he could replace it. So when the unit failed a week later, I had them out, so we had to pay for a second service call. Then, we paid 50% of the cost of the water heater, which was $700. The reason for this is that all of the accessories to our water heater are not covered by the insurance policy. But we were surprised because our water heater wasn't that old and it's a good water heater and they replaced it with a newer model. I would renew our contract this fall if it doesn't go up too much. We've also recommended HMS to other people.

We filed a claim on June 14th for our dryer. It would not regulate the heat and would overheat even in the lowest setting. An appointment was scheduled for June 18th. The repair person came out and had no clue how to fix the problem. He ordered a part that "might" fix it. And so the nightmare began. It took 2 weeks for the part to come in. He came back out, put in the part- but of course it didn't fix it. Then he told us to call the warranty company because there was nothing more he could do. I called the next day and was told that the repair company hadn't filed their report. I placed multiple calls, first to the repair company who kept telling me they sent the report and then to the these people only to be told they hadn't received anything. They kept telling me that they couldn't proceed any further without the report. After a week I called the repair company again, got a message that they were on vacation. We had a vacation the following week. When we got back, called the repair company again.....no one answering - no answering machine - nothing. They appear to have gone out of business.

Called the warranty company yet again and explained the situation. They tried calling and then told me that they would have the service assigned to another repair company. Told me as long as it was the same issue we would not have to pay another deductible. And, of course, in the mean time, our washer stopped working. The dryer recall was assigned to Sears. We asked that the washer be assigned to Sears as well.

We waited a week and finally Sears showed up and was able to diagnose what was wrong with the dryer.... but to get it repaired we would need to pay another deductible because Sears doesn't do recalls for other repair companies. The Sears repair person didn't have a work order for washer, even calling his office to get it assigned so that we wouldn't have to wait for another service call. Sears had nothing on the washer.

I spent an hour on the phone with the warranty company and they tried to get the ticket reassigned to the original repair company... which we had already told them is not answering their phone. Now they claim that they need an additional 72 hours to find a repair company to handle the recall and have to allow 24 hours to get an update for the washer service call even though we explained that the Sears repair person had no work order for the washer.

I am beyond frustrated. We are now in August and have been without a dryer for almost 2 months and our washer for nearly 2 weeks. We've paid our monthly premium without fail for years and shelled out money at a laundry mat for nearly 2 months. This has been a total ripoff. I would caution anyone considering purchasing a warranty from this company to think twice before giving them any money.

They will try to avoid paying EVERY claim. They also refused the cover the claim on our AC a year ago because they "don't cover that part"... It was the control board that controls the AC!!!! Are you kidding me? Save your money because these fools are a waste of time!

The repairman set up a day to come out. They didn't show up. I called them the following day and they hung up on me. Wouldnt return my calls after that. I called total protect to get a hold of them. They did and said the repairman said that it was the following tuesday they were supposed to come out and I explained that I believe that to be untrue. So I gritted my teeth and bared it so to speak. At this point we've been without AC during the hottest time of the year for almost 4 weeks. The following Tuesday came around and the repairman didn't show. Repairman is screening my calls I believe because they never return a call from a voicemail. Called total protect and again I'm put off for another week for the following Thursday. They didn't show up. Total protect gave us an emergency number to owner and he came out the next Tuesday and "had the wrong part. Be back by Friday." He didnt show up. So we requested for total protect to give us another provider. Its been 6 weeks. They said they didn't have another provider for our area. We talked to them for a couple days and they were able to find someone to come out to fix it. We had to get the old company to release the contract before the new one would come out. The new company came out. They were great. He went to order the part and was told that it wasn't covered. I'm thinking that there was some disconnect in the switch of the contract because up until this point we haven't had any issue with total protect. I call Total protect and they tell me that the fan motor or blower unit is considered normal wear and tear and the part is not covered. I asked how can they have ordered the part through the other company and it was covered and now it's not covered that doesn't make any sense. He just becomes a robot over the phone and says the same thing that the blower is considered normal wear and tear and I'm trying to get him to speak about it and he won't I ask for a supervisor and he tells me they will call me back. They call me back 5 days later and tell me that the AC unit is not covered. That my warranty is only line protect but we have 2 contracts under them. The main contract covers appliances including the AC. At this point they keep giving me the runaround and I feel like I am finished with their service. Which is sad because I have had great service with them in the past. Its borderline fraud because they won't provide a service that I'm paying for. I called the company that put our AC in 4 years ago and they told me the part is still covered under a 5yr warranty with the manufacturer that all I would be required to pay is the service fee. Do I pay someone else to do a job that should be paid for already or argue it out with Total protect and go over the 2 month mark without AC.

Original Review: Aug. 7, 2018

I initiated a claim for my refrigerator on 28 June 2018. I was given a service provider and told to verify appointment date of 12 July 2018. I called the service provider the next day and asked if I could get an earlier appointment... It was then made for 9 July 2018 between the hours of 8:00 AM and 5:00 PM. On 9 July, I took the day off in order to wait on the technician. At 4:00 PM, I called the service provider to see when they would arrive. They assured me that they would arrive by 5:00 PM. I called again at 5 and they stated they were on their way to call them back in an hour if they didn't show. I called back at 6:00 PM and was told the technician had removed me from the listing. They then indicated they would reschedule me... for 23 July.

I called HMS to voice my extreme displeasure and to try to obtain another service provider. The customer service rep was sympathetic to my issue and scheduled another service provider for 18 July 2018. I called the new service provider numerous times to get some indication of when, exactly, they would arrive. I was contacted (via text) by the service provider that they would be out on 19 July. The technician arrived promptly at 9:00 AM and examined the refrigerator. The compressor was burnt and because it is a "sealed system," he could not fix it. He stated he would put in the information to HMS and they should have an update by the end of the week.

After looking at HMS's website for two days, I called and asked status. I was told it would be sent to the "authorization" department for resolution, and that it could take up to 48 hours to get feedback. So, after no update in 48 hours, I called HMS again. They indicated that it was still with the "authorization" department and they would ask for a "rush" be put on the claim to get it pushed through. I called HMS again after another 48 hours and explained to the customer service rep that I am a diabetic and I have had my insulin on ice for a month while waiting for my refrigerator to be fixed. The rep indicated she would state it is a medical emergency and get it pushed through.

At this point it has been over a month since my refrigerator broke. I traveled last week to California for business and received a call from some service provider indicating to call them to set up someone to fix my sealed system. The number they left looped me around and around and would not even let me leave a message. I got yet another call the next day and asked my husband to call them. He got the very same result. The next day (this is 2 Aug 2018), I received a call from a service provider "offering" me something they referred to as "ownerco." Since they were unable to find anyone to fix my sealed system within 50 miles of my home, they would allow me to find a technician that is licensed and insured to come and repair my refrigerator and they would reimburse me. I was not pleased with this "offer." I told the woman that if they couldn't find a technician, I surely didn't have the expertise to find one.

At that point, I was placed on hold and her manager returned, offering me the same "deal." No, not my job to find a technician. He offered me $250 to replace my refrigerator. I told him to tell HMS that they could not find anyone to repair my refrigerator so that it could be replaced. I was placed on hold again. He came back and said he would give me $400 to find someone to fix it. I told him the technician who came out there indicated we would be hard pressed to find someone to fix my sealed system refrigerator. The manager indicated he had no record of it being a sealed system and that it would need to be placed in the file in order to process the claim.

I gave him the name and number of the company that came out before, so the manager called them. He indicated they are closed until 15 Aug 2018. He then indicated he would send me a check for $250 to have someone come out and state that it is, indeed, a sealed system. He said he would send me a listing of companies I could schedule to come out and provide verification. He said "check is in the mail." Did I mention that I asked him to send this information to HMS so they could start proceedings on replacing my refrigerator and the manager told me, "I am from HMS. This is what needs to be done because I cannot do something different for you and not do the same for the next person."

I called the service provider the Manager felt was the best option. I explained to this individual that I have been given the run around and I need someone to just come out and say it is a sealed system so that my home warranty company can replace my refrigerator. He said he understood, set up the appointment for today (7 Aug 2018) and said he would be there by 4:00 PM. Well, it is 4:35 PM and he hasn't shown up. I called and left a message. This is totally ridiculous that good money is paid to have a home warranty and we are given excuses and subpar assistance. I had to purchase a dorm refrigerator just to store my insulin. This needs to be resolved promptly.

After Cross Country denied our claim, I contacted the prior heating and air conditioning company that Cross Country had earlier sent in 4/18 for preventive maintenance and for several years earlier, they came out on 7/11/18 and were able to repair the unit and stated that the other company "out and removed capacitor, contractor and unwired all components." They repaired the unit, installed new 40+5 capacitor and 2 pole contractor and replaced moist wiring connections- all this in under 1 hour. I paid for this repair myself. I am very dissatisfied with this experience and denial.

I am 79 and took out this Cross Country policy with monthly charges to prevent any large outlays like this- if I should ever need it. Now that I need coverage by Cross Country- they have denied for an untrue reason! Note: When talking with Cross Country I requested a written statement or E mail statement regarding the denial and was told that I would receive one. This was never sent.

The technician who came on July 17 could not get it to work and said that there were three parts needed, but it looked like a couple of them might no longer be made. He said we would probably get a call about replacing the refrigerator. We waited over a week before finally calling to see what was going on. I was informed that parts had been ordered from Marcone on July 27. When a box arrived from Marcone, I looked at the part and determined that it was the wrong part and that it wasn't even a part for our model refrigerator. I called Marcone and confirmed with their parts manager that the parts we needed are no longer available. In looking at the box from Marcone, it looked like the part had been ordered by Cross Country. This was the first I knew that they handled any aspects of my claim for Sears.

So, I called Cross Country and asked to speak to research. I was transferred and talked to Omar in research. I explained the problem, gave him the exact part numbers and told him to call Marcone himself to verify what I had learned. He said he would certify that Sears needed to replace the refrigerator. When I hadn't heard anything by last Friday (August 3), I called Sears and was thrilled to hear that someone would contact us in 24 to 48 hours to schedule a replacement of the refrigerator. Well, of course, no one called within 48 hours, so I called Sears this morning and was told that they had found parts at Encompass. So, I called Encompass and confirmed with one of their parts specialists that the parts are no longer available. Thanks, Omar!!!

My only problem is with my range. It had to be replaced and we opted to upgrade so they did a buyout. They were supposed to send us a check and I don’t have my check yet. It’s several weeks overdue. I called them once and they gave a date but it's already a little bit past when they said it was gonna be shipped. Other than that, we have been quite pleased with HMS.

I have personally spoken to 8 "claims specialists" at HMS and have been hung up on or disconnected multiple times. I am sure my wives attempts at contact outnumber my own. A couple of the claims specialists have attempted to contact their own Authorization Department to see where the disconnect is and they cannot get a response. I have requested to speak to a manager or a supervisor, I have requested to speak to Authorizations, I have requested a buyout of the contract, I have requested a new service provider and I get nowhere. I have been asked multiple time if I'd like to renew my soon to expire contract - which does make me chuckle.

At this point, like many of these reviews, we have been displaced from our home for 2 weeks and have ZERO confidence that any progress is being made on our claim. It is unacceptable that my last resort to attempt to resolve an issue is to take to a public forum - certainly that cannot be acceptable to HMS or its service providers but I literally have no other ideas.

Now I contact HMS again and they say that they can't help me on this other than assigning a new service company and then I just wait to see when the new company will show up and actually fix the problem. It has been 3 weeks now and my problem is the same as is and when I asked HMS to replace the refrigerator they say that they can't do it unless it is totally broken and not fixable at all! This company is just a big SCAM and should never be used at all!

I try to be level headed about poor reviews. Businesses have procedures and policies to work through, and I understand that things can take time, but my experience HMS is pathetic. I have requested updates via email (website) and over the phone with customer service. I have received 0 communication. I have had to call (almost) every day for any info. We did discover that the customer service agent misspelled my email, but even since then I have received zero updates. I broke down and got an external AC unit cause my kids are soaked in sweat and are exhausted in the mornings, and we are cramming 6 people in a small bedroom. That is $200 burned. There was a miscommunication between the installer and HMS that added 2-3 days. This is disappointing. I recommend buying a home warranty. It's worth the money. Next time I will certainly not use HMS. Still waiting on my AC unit.

No one called the next day 08/03, I called them. Warranty company said I should have called them and that I had to put in a new claim for HVAC. The HVAC person texted us 08/04 and said he couldn't come out until 08/06. Today 08/06, leakage has extended to kitchen floors that were just installed. Boards are warped, water gushes when we step down.

Called HMS, they state they will not cover the floor damage that occurred due to them not sending out anyone. Was told that the original plumber said the unit was dirty and that was why we were having issues, even though he did no inspection and left within 5 minutes. Was told that no one would have fixed the problem Thursday anyway and that if this did turn out to be a plumbing issue, we would need to wait until HVAC came to verify and then do another plumbing claim. Was told to cancel my contract with HMS will be another $195. The HVAC person they were sending out has poor reviews and called to cancel because his car broke down. Now we have to hire our own people to fix the problem and pay to have floors replaced again. HMS doesn't care. Still can't reach supervisor. Horrible customer service.

Updated on 08/08/2018: Was going to hire outside company to come out and resolve issues with leakage. Was told by HMS that our warranty would no longer be in effect if we did that. HMS finally sent another plumber who checked faucets, etc. and determined the issue was the plumbing all along. Still waiting for them to stop leak. Was advised by HMS that we should stop using all water in our home to decrease damage, but that they will not be responsible for helping pay for the ruined property. Said it is in the contract that HMS isn't responsible for anything, even if resulting damage was from negligence on their part.

We can't file a claim with homeowners insurance for this because we just had claim for water damage due to an appliance malfunction. So now we have to come out of pocket for this job. HMS states they will still charge us to break the contract with them. And that if we need more work done beyond what the warranty covers, we are responsible for payment and have to use their usually 1 star providers. Never again. Been a customer for 3 yrs. Never again.

The only thing that took a little bit of time was the fix on our own deep well. The pump went out in it. They tried to find somebody in their network that could service it and that wasn’t the case. So, we had to go with someone outside the network. I had to pay them and then HMS refunded me. Overall, it’s been a good experience with HMS. We just have upped it on our own.

I had a water leak and they provided a contact of a company that had no information about them on the web. Once the claim was made online it said that I would have an appointment 2 days from that date. The next day I attempted to call the service company with no answer and the company had no voicemail. I called HomeProtect and they said that I was setup and that the company would call me to confirm. Several hours later no return call and because of the emergency nature of repair I had it fixed by a reputable company in my area.

Do your homework. I definitely would not recommend TotalProtect.

Tony

After his inspection the Air conditional totally went out without any cooling , before there was some cooling . He told me that they need to place an order for a part (TBT Valve). He came again after two days to take information of the part again on friday on the 20 July.

Since then I have no information about when will my Air Condition will repaired . I tried to contact the service provider ( spectrum) whose telephone never answers calls . if you are lucky enough some one will pick the phone . The response from the service provide I received after trying continuously every 1 hour interval. They informed that the insurance have not approved the part yet.

I called the insurance on and they informed that the approval has not been done yet and the service provider (spectrum) has to provide more information. I called again Spectrum HVAC , they informed that they cannot do anything as the insurance have not approved yet .

I called Total protect again on 03 August 2018 , and received information that the process is in the parts authorization department and they cannot do anything until the authorization is done and not sure when it will be done .

So I am living in my House with 2 small kids and 2 elderly parents without Air conditioning since July 25, 2018 and still in the dark not knowing when it will get fixed.

I am sharing this experience with everyone should know how the total protect works when it comes to major system repairs.

I was forced to buy 2 window air conditioner to keep my family safe.

I had claims for smaller appliances , where Total Protect took care of it efficiently , but in this one they have lost my patience and my trust .

So more Lies we are told. And they tell me that my claim is being handled by the authorization team which I don't think exists in your company because nobody seems to know the number where I can reach this team myself. So with that being said I am thinking of not renewing my contract come Feb. I am going to research my options for a better home warranty. I am lucky that this isn't my heat in middle of the winter. It is a shame that I am putting up with all this after your company has gotten 13 years of our hard earned money.

After Numerous Phone calls to T. NO ANSWERS!! Countless hours on hold to be disconnected with no answers. Countless time I was told someone would call me back. No one ever called me back. The final straw came at 6:45 P.M. last night when a claims mgt. person called me after meeting with upper management, and informed me TP was going to do nothing further. They told me that I had to let the original installer come back to my home because the other installers refused to clean up the mess. I explained to her that after all that has transpired I was not comfortable with this person coming into my home. How would he take advantage of us again. Her attitude was she could care less, and she represents Total Protect.

I have probably called at least 15 times. Because the agent can never give me a direct answer I ask to talk to a manager. There has never once been a manager available and I am told someone will can be back. Since then (2.5 weeks) ONE manager has called me back. She was very nice but has no answers for me. Forwarded me on and told me someone would call me back which never happened (surprise). I have explained to them the importance of resolving this situation. Yes it the summer and it's important for every person to be cool but I am 8 months pregnant with triplets. NO ONE seems to care. One agent said, "well at least it has been cool out." I am seriously at a loss of words for this company. I am completely dissatisfied and disgusted with the service I have received. The worst part is I am STILL dealing with them almost three weeks with no answer. DO NOT USE THEM AS YOUR WARRANTY company.

TotalProtect has put in top-of-the-line appliances and they haven’t put cheap ones in. The only thing was that my house is old and I had to have my old oven replaced, but the new oven didn’t slide in and there was a gap, so I had to buy an oven kit to go around it. But other than that, I've never had any issues with TotalProtect like I did with American Home Shield. Their service is great and I have recommended them to several people.

I called Cross Country and they told me to call the man they called. I did and he said Cross Country never called in with a work order. So I called Cross Country back and they said that they didn’t have anybody that wanna come in this area unless they offered them travel money. I said that I had to talk to a couple of people ‘cause I had to have somebody to fix the air conditioner. One girl told me that they’d try to get somebody. Then I called back and they said they didn’t even have it down. The girl said that I could call somebody out, consider it an emergency and just send them a bill.

So, I found somebody to come out last night. Then, I called this morning to tell some man and he said “Well I don’t know why they told you that.” He also said I'd probably have to pay that bill because Cross Country wasn't authorized to say that anybody could come out. He said that I could send them the bill but he didn’t know if anybody would pay for it. I got the info list and the repairman was supposed to send ‘em. The bill was $325 ‘cause I’ve paid a $125 of it but I had to pay it all. I’m pissed. It was a terrible experience. Also, the tenants are getting very upset because they have babies. If they get sick from this heat, then I would be in more trouble.

I'm truly disappointed!

Of course, we did not receive any phone calls or emails and any help, so we called again during the afternoon of July 31st; we were told there is nothing we can do but wait. So we waited until the next day and called again during the morning of August 1, we were told this will receive immediate attention and will send us the contact information of a service provider as soon as possible. We never received such information, so we followed-up during the afternoon of August 1. Again, we were told there is nothing we can do but to wait. A total of 6 calls has been made and still no help.

I believe my case demonstrates the way HMS treats its customers; no attention or help was given to an emergency situation. My understanding is that if this is an emergency situation, it should receive immediate attention. My case was even noted as an emergency in the system, and yet we received no help at all and it's been 4 days and counting without water at our house. How can I expect HMS to help us or anyone else when a problem arises?

Updated on 08/02/2018: I have just called HMS again and was told it is marked as an emergency in the system and there is nothing they can do but wait. It is August 2nd, and it's been 5 DAYS and counting without water. No one called or emailed or offered help as of August 2nd. For anyone that is considering purchasing HMS Warranty, I strongly urge you to consider my experience prior to purchasing. I purchased a warranty for a peace of mind, I purchased a warranty so there is someone that can help me when I need. But HMS offered neither, this situation is getting so ridiculous that I don't know even I should laugh or be angry.

1st - filed a claim that my water heater was not heating water sufficiently, had to pay deductible. Received an e-mail informing who the local provider would be. Then nothing from anyone. Finally called the local provider who advised they would send someone out. Nothing for 2 weeks.

2nd - (during events of 1st) filed a claim that my kitchen faucet was leaking - had to pay deductible. Received an e-mail informing who the local provider would be. Local provider called and set appointment. Local provider arrived and advised that he would have to return the following week with the replacement faucet. While he was there he looked at the WH made an adjustment that resolved the problem. Then nothing for weeks. Couldn't get an answer when calling local provider. Finally local provider called and advised that repair person had suffered a heart attack but they would send someone else. They never did. Finally replaced faucet ourselves and gave up on attempts to be refunded deductible. Still nothing ever from TP regarding WH either.

3rd - filed a claim regarding refrigerator not working at all. Local provider (LP) came next day (by policy could not come same day). LP advised he did not have appropriate part and would have to return next week. Nothing in TP policy provides for cost of a rental refrigerator during this time. LP did arrive when expected and made replacement.

4th - filed a claim regarding non-functioning garage door opener - paid deductible. Received e-mail advising who was the LP. Did not come. Did not come. Did not come. Finally got LP to show up. LP advised the contract did not cover the part of the garage door that was mal-functioning. No refund on deductible.

5th - No mechanism provided on website to cancel. Calls to number in brochure either went unanswered altogether or the auto-attendant would answer "Thank you for calling Total Protect. Your call is very important to us. Your call will be answered in the order in which it is received." Fourteen minutes later, I hung up. In brochure found an address where brochure said cancellations could be sent. Sent letter with sign-receipt. Nothing. Letter not returned either. Finally called mortgage company and went through process for the mortgage company to stop paying TP. A few months later I finally get a call that showed on the Caller ID to be the same number at TP I had called and got no answer or the perpetual auto-attendant. The TP representative advised that I was "delinquent". I advised what had happened. The TP representative stated "sorry for the inconvenience. I will note the account as closed." This was TP's opportunity for what comes next. I get a call from the "collections" division of TP. They advise that since I had filed the claim on my garage door opener, and even though TP did nothing, according to the terms of their contract, I could not cancel the contract for a stated period of time. I now owed $190 and it had been reported for collections. The person in the "collections" division could not contact the "service" division and help sort out, resolve, or anything. Since I can not endure this remaining on my credit report, I paid the money.

BEWARE OUT THERE.

I called around and found a company. They promptly came out and evaluated the problem. I called HMS to make sure I was following the proper procedures. Only after calling back was I told that all work had to be preapproved so I got the contractor and HMS online together. I paid the $3100 and was then told to send the work receipt and proof of payment to a certain email address. I did as directed. I called a couple days later to make sure everything was received. I was then told that the address I sent the paperwork to, was the wrong address. I was given another address to send the paperwork to. I resent the paperwork, and received a response a few days later that I had to get all work preapproved which I had already done. I called and fixed that situation.

Four weeks have gone by and I called. I was told my case was in the review status. I called every week, "escalated", emailed several support email addresses and it's been almost 8 weeks with no progress besides an email which explained that THEY had a large email queue. I still have no idea when I will be reimbursed. Very unprofessional.

The repairman ordered some parts and promised to be back on July 26 to install. July 26 came - no word from Sears. After getting through multiple phone tries, I finally got to someone from Sears who said the appointment had been canceled for some reason. It is now July 31, almost 9 weeks since our microwave broke. This is one of the most frustrating experiences I have dealt with. I am adding up all of the time I spent on the phone with Cross Country, 3 repair companies, plus Sears repair, and it's over 10 hours. They take the headaches and cost out of home repairs? DON'T BUY IT!

This is UNACCEPTABLE and this will not go away. I will go on every social media site and tell everyone what's happening and to never go with this company. I'm also going to reach out to my local media contacts to get thia story out there. I don't want anyone to go through this.

Customer service is SO important and there are other companies that actually provide it.

No one has been able to give us definitive information or answers. They were also not able to transfer us to anybody that can. We’ve had customer service tell us that they were looking into something and that they will call us within 24 hours, but they had never gotten back to us. It took a comment on Facebook to get a quick response from someone higher-up. Since then, we’ve had some more comments we wanna leave with that person and I’ve made three attempts to call, but there was no callback. HMS needs clearer communication and they could be more upfront with us. They should be reliable. If they tell us they’ll look into something, they should look into it and then call us back within the time frame that they quoted. We would not recommend HMS to another consumer.

They sent me a follow-up survey afterwards and I told them that the service that time wasn't great since the first part of the process in lining up and getting the contractor out there in a timely fashion did not go well, although the service that I got from the contractor was outstanding. Other than that, in my previous claims I've had an air conditioner fixed twice and I've gotten a new refrigerator and a new hot water heater.

Some of the technicians who came to do work were perfect but some of them were a bit not good. It was kinda hit-and-miss although it shouldn’t be that way. The last time I used HMS, the technician who was sent out was very knowledgeable and has solved the problem. But the one before that didn’t do a good job. So, I called again for the same exact problem after six months. So far, everything has been working good since the repair. I will recommend HMS to friends, but I will share my good and bad experiences.

However, this past experience with the plumber was not good. The man from the first company was without any customer service presentation. It was like somebody that walked in off the street. He didn’t communicate anything. My daughter had a problem with her toilet and he didn't fix it. It didn't work even from the time he said he fixed it. Although he fixed the shower, he didn’t tell me that it would have to be replaced completely. He just said he was dealing with something under the handle thing.

I called TotalProtect's back and got their customer service and they scheduled another company to come and fix the toilet. And the company that came said they were getting a lot of calls and what they were doing was following up work that has been done previously that wasn’t done right. The second man who came out was very helpful, dressed professionally and came in a truck with the name of the company. The first guy came in a car and he looked like he had been under a house digging in the dirt. In closing, I've given TotalProtect's name out to so many people.

P.S. I have never received a contact of any kind nor do I know where to get it.

Once, I went to their website and I saw that they were 30 complaints about this certain company. However, they were still sending them to me! I asked them if sending me that company was a good idea and told them that I went through the complaints about the company ripping people off but I never received a response. So when that company came out, I made sure they did exactly what needed to be done and not only charge me.

Then, one time, the microwave-vent hood combination that I have in one of my two homes that have TotalProtect warranty went out. I then submitted a claim for it to get someone to take look at it. The service guy who then came told me that the unit's controller panel was full of ants and roaches, so I went over to the house and looked at it. The guy didn't clean anything out and no one had pictures, so I just took it as if it was something that the company just didn't want to do. Check several other home warranties. Look at their reviews and make a decision based on that.

My water heater broke down and was leaking last month. This was on a Friday that it happened. The first guy Cross Country sent out showed up on Monday and my water heater was leaking Friday through Monday. Then, he said he couldn’t do anything with that. Nobody came out to me until Tuesday night and they couldn’t do anything because it was too late in the night, so they didn’t get me till Wednesday. It took that long before I got anything. Also, I talked to the guy and I said it was an old water heater and I that I thought I need a new one.

Now, my water heater doesn’t work again. I called Cross Country and nobody can get to me until Monday, but I gotta pay an extra $100 to have somebody come out. This is two service calls on one issue and if it’s a part, then we gotta worry about ordering a part. So, I’m without a water heater for another week. I’ve been exploring other home warranties. I don’t understand why I would even go with them anymore because they don’t do what they say they’re gonna do and they don’t cover the basic needs of a breakdown.

Currently, we had to report a problem with our refrigerator. We're about three weeks into that and it's not resolved. We have had two different companies. The most recent came out and said some parts had to be ordered. The first company replaced the very same parts that the second company is now ordering. While the first company was working on a refrigerator problem, when they left, our water dispenser on the refrigerator did not work. It turned out that he had just pinched the line when he was replacing something. But the other is a matter of we're getting freezing in the upper compartments of the refrigerator as well as down below. And so, they have to replace a damper.

When I contacted the first company, I gave them the make and the model. And when the gentleman showed up, he had the parts two days later. The current company, for the same parts, had to go back to TotalProtect and get authorization to do a warranty replacement. We are waiting for him to call us back 10 days later and let us know when he might be coming out which is an issue. I understand it but when you've got your parsley, cilantro, and your herbs that go in one of the middle compartments, it causes some problems when they're freezing and she is preparing a meal. That's an annoyance, but at least, we are being contacted. The second company is much better at getting back in contact with us and then giving us an estimate in terms of time.

Over the years, we don't even average two calls a year and one of those might be the preventive maintenance. That's something I like about TotalProtect. The preventive maintenance calls are very helpful in terms of the major units like the cooling and heating. I haven't run across it with other warranty companies. TotalProtect has been better than what I had experienced in other homes in other locations, but there are still things which bother you as the homeowner. You got to read the fine print to really be able to evaluate how good the service is. What I found was that TotalProtect covers more than any of the competitors that had approached me here in the area.

So, I called back expecting to be told how we would proceed considering "there's nothing I can do" is not a fix to our problem. I was told I would be contacted in 2-3 days with a way forward. After a week and a half I called back again, and was greeted by very rude and incompetent claims service rep who told me that there is nothing they can do because there is no mechanical issue to be fixed. When asked if 85 degrees was acceptable given the thermostats setting of 74 whilst having 3 dogs in the house, she replied with "yes".

The second time I called, I was told that the claim was closed and that I could pay another deductible for a new service company to come out and look at it. When this gentleman was asked to be put through to a manager he responded with "I don't think that's possible" and just transferred me to another claims worker, who promptly put me on hold for 10-15 minutes while getting a supervisor and then disconnected the call. At this point they're encroaching on breach of contract as they play this run around game of refusing to correct the broken covered appliance.

A contractor comes out once a year and service the air conditioner. And then I've had one where a contractor came out and fixed a garbage disposal that went out. Everybody has been great. There was one year that having the air conditioner serviced in the middle of summer was an issue because it got packed up. But it just took them longer than would be normal because it was much more important to repair one that had broken down. My service got pushed out a little bit but that wasn't a big deal.

Also sometimes I don't get the same company every time. One company will go up in the top of the attic and look at everything, because mine is just a unit that split, and then they'll service the unit that's outside but some of them don't even do that. They just do the outside and that's it. It's inconsistent. But since working with Cross Country I don't worry about anything. I just pay the monthly fee and if I have an issue I call. Every time someone tells me they've got a house I tell them, "You should get Cross Country."

Then this latest one had to do with my air conditioning system and the contractor gave me no information. There were hidden fees outside the plan that he never mentioned so I just presumed that what was going to be done was under the warranty, and he said that he was going to order the parts that were necessary. I followed up and called his office and the office representative said, “Yeah. Everything’s been ordered. As soon as it comes in we’ll schedule a time.” Now this air conditioning still hasn’t been put in and it has been a very hot summer and we have suffered tremendously so I called the warranty company to follow up and the representative there said, “Nothing’s been done. No one contacted us for any authorization about anything.”

I really had great umbrage with this contractor and I told HMS they should take action about that contractor and remove him from their list of approved contractors. The warranty company itself tried to make amends, but there was nothing they could do. There also had been some confusion because I thought that I had my items covered. Then there’s always the fine print that some representatives don’t tell me about and they say, “Oh, no. That’s outside the plan," and it’s only after the fact, which is annoying.

However, there was also one instance wherein it was wintertime and my blow motor went out in the furnace, so there was no heat and because at the time I had my elderly mother-in-law staying with us the temperature to the house dropped to below 40. I said it was an emergency situation, so they came out right away and put in a new blow motor in. They moved my case up to emergency so somebody came out and it was even on a weekend but somebody showed up. So in general I’ve had good luck.

By the way, that same A/C repair company also fixes dishwashers and dryers, says it right on their recipe. But did HMS have him look at those while he was here, of course not. That would be a good use of time. Instead I now have to take two additional days off of work to wait for someone to show up and fix both appliances. Why take off the whole day you ask, well because the companies they have coming give a time frame of 8 am to 5 pm for someone to show up and fix the appliances. By the way, I am going to go ahead and guess that when the appliance repair people show up and find the problem they probably have to wait and hear back from HMS if they can fix it and will have to come out again some other day to actually fix it.

Oh I forgot to mention, the first two plumbing companies that HMS set me up with to come and fix my leak, I'm not within their service area so they wouldn't come out and it was not until I called the companies themselves that I was made aware of that fact. And when the third plumber did come out, guess what happened... well he saw where a leak may be but left because he has to wait to hear back from HMS to see if they will cover him cutting the needed holes in the ceiling and thru tiles in the bathroom. Why does he need to leave and not just do it, well because if he just does it and then says to HMS this is what was needed to be done in order to fix the problem and HMS says they won't cover it, then I will be stuck with the bill. So I now have a house that is covered under warranty by HMS, have had an A/C repair guy and a plumbing repairman come out see it's broken and/or leaking and not fix any of it!!!

Wow. What a great warranty, it keeps the house hot in the middle of summer and lets things continue to leak and cause damage. HMS should be happy that the sellers of my house paid them for the first year of coverage because you can go ahead and put me in the category of people who will not be renewing their home warranty with HMS, it is the most inefficient company I have seen in a long time and is costing me probably more money to take off work and wait for their 800 different repair people to show up all on different days, then it would be to just pay for the repairs myself. I DO NOT recommend HMS Home Warranty at all.

Updated on 08/03/2018: A follow up to my review on July 26th, 2018. After my review was posted, a HMS representative posted on July 26th, a reply saying they would be looking into the problems I was having with the company and that they WOULD BE IN CONTACT with me. Well it has come to no surprise to me that as of August 3rd I have yet to hear from anyone at HMS. Not only did Amanda, the representative who replied to my review on here, not contact me, but my last conversation with HMS on the phone I asked to speak with a supervisor. I was advised that supervisors are not available to speak on the phone at that time but they would be given my information in order for them to call me back. Well NO ONE AT ALL has contacted me.

By the way... I still have no A/C, my dryer is still broken and the leak I had... well they will pay for the plumber to fix the leak but guess what HMS won't pay for... They won't pay for the removal of tile in a bathroom in order to get to the leak... They called it an "access issue" and they won't cover an "access issue". Well guess what HMS, last time I checked 99% of household plumbing is going to have an "Access issue". You are an insurance company, that means you're supposed to cover repairs. My car insurance company doesn't say, we will cover your cars body damage but not the paint that's on it. Engine trouble sure we can fix that but there is a hood in the way and we don't cover the cost of owning or closing the hood.

Here is what HMS does as a company... HMS wants to make it such a hard process and make you wait and wait so long that you finally get so fed up with them that you don't even use them and pay out of your own pocket to get the problems fixed. Why would they do that, because they already got your money when you paid for the insurance and they want to make sure that they never have to spend any of that money on you.

Someone needs remind HMS that you're an insurance company, an insurance company's job is to pay for repairs to be done. If you don't want to pay to fix things then don't be an insurance company. I pay GEICO to cover my car, if I get into an accident guess what they do... They fix my whole car, not only do they fix it but it's fixed in less time then it take for HMS to even reach out to me about my issues. HMS proves to me every chance they get that they are without a doubt the most inefficient, uncaring, worthless insurance company or organization for that matter that I have ever experienced.

I contacted HMS on 7/19 only to find out that it was not expedited even though the ticket had the pertinent information. The rep (Monica - who was great by the way) got our ticket expedited and on 7/20 I was told that the claim was authorized and that they just needed to hear from the plumber to confirm the water heater and to confirm if it was to be shipped to him or picked up. I contacted the plumber and let him know and he said he would contact HMS. On the afternoon of 7/23 I spoke to the plumber and he claimed that he couldn't get through to anyone at HMS. I called HMS again and spoke to another rep (I believe his name was Perry - once again the rep was great) who was then able to contact the plumber directly and transfer him to the correct department.

It is now 7/26 and my claim is still in "research" aka HMS is supposedly "looking" for the new hot water heater that is to be installed in my home. How long does it take to locate a hot water heater? I can locate them just fine at Lowe's or Home Depot - but the catch is if I replace anything myself, the warranty won't pay for it. This claim process is ridiculous. If a company is going to provide replacement units, why would they have to "look" for them? What's the point of paying for a warranty when the company takes so long to do their job? I am so unhappy with this experience and I WILL NOT be renewing my home warranty with this company next year.

The only upside to this experience is that I have had minimal wait times when contacting HMS and for the most part, the customer service reps have been very understanding. On a side note - the contracted plumber for my claim has an "F" rating with the BBB (under his old business name - you can't find him under his current business name even though he has all the same contact information) - maybe HMS should research their contractors...

To date, I've only heard back from their E-Relations rep, Austin -- not a Director or someone in charge, like I've repeatedly asked for. It's crazy, they admit fault, delays and errors... but are unwilling to do more than say "sorry" and give me my deductible and cost of the window unit I had to pay for an install. I've spent hours on the phone (at least 8) being lied to, hung up on, transferred, got the runaround, and not ever getting a call back from management as I've requested at least 4 times. This Austin, has a rolling extension so that if you call back to reach him... the call goes nowhere?? How is that service??

I would rather pay another company for good, reliable customer service that I can depend on, instead of getting 6 months free with a company that has made it abundantly clear that myself and my family do not matter. If need-be - I can provide the emails to back up everything I've stated. Run from this company faster than you've run from anything in your life!!!

I have received the emailed info requested in order to make a decision on the choice for resolve. I have spoken with a claims representative more times than I am able to count! My resolve remains ON HOLD. I am still waiting for the payout option to be processed so that the repair may be completed. I am still being told that the process has not been completed. I remain in the heat during the warmest months of the year. And yes, health issues continue. Total Protect is a nightmare!!!I have been told in the nicest tones to wait on their process to be completed for almost a month. REALLY???!!! I need resolve... IMMEDIATLEY!!!.

More recently, I had an electrician come out for my air conditioner. I paid another $100 and they did some kind of gas deal. Despite that, I was still having issues afterward. One of my vents is in a closet and even if I opened the closet door, it didn't help. So, we ended up taking all the clothes out of there and ventilating my place. When I got home, it was a lot cooler so I was hoping that was all the problem was, that there was no good ventilation. The company asked me if I have cleanups as I had to clean the AC twice a year. I tried that and so far it has been cooling off. Still I told Cross Country that I'd drop them if I didn't get the air conditioning situated. I put $200 up and I still don't have good AC.

Cross Country also did my dishwasher. Additionally, I need to get a plumber out because I have a water leak somewhere underneath my home and my bill is $218. Nevertheless, I like Cross Country and their contractors. I recommend them. I've told others that they should go to Cross Country because if plumbing or anything goes down, for a couple hundred dollars, they would come out and fix the problem.

After that incident, my air condition unit gave up. It was Sunday so I filed a claim online. And then, I gave another company a call to schedule an appointment and they were able to fix it the following day. They simply added Freon on the air conditioning unit. And then recently, which is almost a month now, I filed a claim for my refrigerator in the garage and it took them three weeks to deliver the parts to the contractor. The contractor went here yesterday to fix the refrigerator and since the refrigerator has not been operational for almost a month, it developed a mold at the bottom and as soon as the technician saw it, he told me to give the company another call to reschedule and that I needed to clean it.

If the service is taking that long, mold will definitely build up. They didn’t even say, “Could you please check if there is a mold. If there is, will you please clean it before we service the freezer or refrigerator?” So until now, my refrigerator in the garage is still not working and it’s almost a month now. It was an unsatisfactory service. They need to improve their current service. Filing a claim is easy but returning the claim and working on the claim is taking them very long.

Then, there was also one incident that took a little while to get cleared up and taken care of. I stayed with Cross Country, they worked with me and I worked with them. And they managed to take care of what I had requested. But overall, it’s been a very good service from Cross Country. They’ve never failed to take care of anything that I have filed a claim for. As a matter of fact, I’ve got one open now. Cross Country has been very professional with me and I would recommend them.

It is a shame that we are waiting for a water heater for 3 weeks and counting and still do not know when we can expect one and when it will be installed. You never realize how important hot water is until you don't have it.

I ended up going with another company and paying out of my pocket to get the AC unit fixed which cost me $150 compared to what Cross Country's repair service was gonna charge me. Also, the things that they said were wrong with the unit weren't even what were wrong, which I learned when I had the other company come out. So, when I called Cross Country's customer service rep, I asked her if she could pull back the files of the things they had repaired on my AC unit because I only have worked with a warranty company that Cross Country has referred to me. And she said that it was out of her control. She would have to have somebody call me back, but no one has called me back. And this has been two weeks. I was expecting a call back, and I don't like it when I call them. I'm a busy woman with work, and I don't want to be put on hold and transferred from here to there.

Other than that, for appliances they had been fixing, I haven't had any issues with what had to be fixed. All my other experiences have been pleasant and have lined up. I just want an explanation on who worked on the AC unit prior to this company coming out so I could go back and figure out who did what was wrong with it and no one ever called me back. And I felt like that call would have made a difference. It was disappointing. But still, I would tell others that I had good experience with Cross Country over the ten years.

So for the last 6 days I’ve been told the parts are “on order” yet no one will give me an accurate arrival time for the parts, nor will they provide tracking numbers. This leads me to believe they are still employing stall tactics and probably hoping I just give up and buy the parts myself so they don’t have to foot the bill. Considering we have 4 kids in the house and we’re in the middle of a heat wave, these people should be ashamed of themselves. They are an absolute disgrace.

Called July 23rd, 24th, 25th, 26th. Cross Country Home Services says Sears is responsible. Neither party wants to claim responsibility. I keep getting transferred from one department, back to the first, then to the second, then back to the first. This has happened each time I call. Now I contacted Cross Country Home Services and they say I have to go back to Sears! I keep getting the runaround from all departments claiming it is not their job to fix the AC! It's the end of a July heat wave with no AC! Looking at the reviews of Cross Country Home Services, it looks like we are going to be in for a LONG LONG LONG FIGHT! Reason of review: Warranty issue. Preferred solution: JUST FIX IT UNDER THE WARRANTY WITH NO FEES TO ME! AND SOON!

When the next tech showed up, it was raining so he couldn't access the refrigerant ports outside. He inspected the unit as best he could from the inside. The same tech later came back to check the exterior of the unit. I spoke to him for about 15 minutes about what he suspected the issue was. He said he didn't know what the issue was, but that the system was losing refrigerant pressure likely due to a valve that had gone bad over time. He charged our system with refrigerant to replace the lost pressure, but said he could not get the pressure up to normal levels for our system. He said the exterior part of our unit looked fine, and didn't mention anything else as the cause of the problem. Just before he left, he stated that HMS would get back in touch with us about arranging for the new part to be sent out, and get the ball rolling on having a technician replace the part.

At this point, it's probably worth noting that the company authorized as service provider under HMS has been extremely unreliable. They wouldn't answer phones for days, and their voicemail was constantly full. Then, when technicians were scheduled to come out at 8:00 AM, they did not show up until late afternoon (4:30ish) or, in one instance, until 6:00 PM. The last technician who came out and told me what he believed was wrong with our system was than professional and unable to articulate specifically what needed to be replaced in lay or expert terms. I would not have paid for him to do any work on my property, except that he was part of an authorized service provider.

Whatever the tech did helped a little (it's still warm in our house, but not as bad as it could be), and I waited for HMS to contact me about next steps to resolve the problem. After waiting several weeks, I called HMS to see what the hold-up was. I was told that they had closed this claim completely. I told them it needed to be re-opened because, based specifically on what the tech told me, the problem had not been resolved.

Then, the HMS customer support rep told me that although they had notes in their file that this repair needed to happen, they would not pay the claim because the radiator fins on the exterior unit needed to be cleaned. They stated that this was not covered, as it amounts to maintenance. Further, they said they would not cover the necessary repair unless the fins were cleaned first.

I requested the representative escalate the claim for review, and received a call back several days later. Despite the new representative acknowledging that the repair needed to be made, and was covered under warranty, she would not authorize the repair unless the same company cleaned the fins. This company has been unreliable, has come out to our property three times and caused me or my wife to miss a total of 3 entire days of work, and has still failed to specifically diagnose the problem or recommend a repair. Yet, in spite of my offer to have another service provider perform the cleaning and provide proof of service, HMS denied the claim again. I asked this representative to cite in writing specifically where in our contract it states that these necessary repairs will not be performed until maintenance/cleaning is done. Several weeks later, crickets.

This company has been terrible to deal with in the past, but this current issue of refusing to perform their contractual obligations is the last straw. They have confirmed this issue is covered under the warranty, and acknowledged that it is an issue separate and apart from any apparent maintenance issue. However, they have refused to fulfill their obligations under contract. We will NOT be renewing our contract.

Interacting with their reps has been a positive experience as well. I’ve mostly submitted claims over the phone, but I have my "what’s covered and what’s not covered" so I only call in when I know something’s covered. Plus, they’ve been doing a good job of figuring out what needs to be done and moving things forward. The last few times I've submitted a claim was done online which has been really convenient and helpful because if you discover something in the middle of the night, it’s easy to go in, do it all automated and get it done. I don’t have to wait until the next day for offices to open. I’d recommend Cross Country Home Services.

When I made the second claim, TotalProtect recommended the same plumbing company. I told them, “They may be one of your respected vendors, but I don’t like the company nor the way they did business with me the first time, and I don’t wanna use them.” They said, “No problem.” It took about 5 minutes and they came back and said, “Okay. Try this company.” Thereafter, it worked out well and I’m happy to hear they have more than one company in our area where I live. Also, the vendors they sent out have been very positive and the other plumbers they utilized were very courteous.

When I had an air conditioning company for one visit, it was not a problem. However, I wish I could pick my own companies but it was not the case and I understand how things work. Otherwise, I would use previous companies I’ve been doing business within South Florida for over the years.One time, they even chose a vendor that I had with Sears and it worked out pretty well. However, my premium went up a few dollars a month which was about 3%. Overall, I’ve recommended TotalProtect to a couple of my friends who needed things done. I told them the pay was 50 some dollars a month and they’ll pay a flat fee of $125, and everything is taken care of after that. Plus, there’s a guarantee on the work that they do which helps the cost.

To my consternation and lack of attention obviously, it came to my attention that they automatically renewed the contract against the credit card on file last year and we were charged another year of service. I only found this out when they sent me a renewal request for the upcoming year. So, I called the consumer service team number on the letter I was sent, to complain about the automatic renewal and to cancel my contract yet again. After a 10 minute wait on the line, the associate told me there was nothing he could do and I needed to call another number even though this is the one they provide on the letter. He transferred me and the line went dead.

This company is not worthy of your business. IF you are considering using them for home protection insurance, I would find another alternative. There are other reputable companies out there that take their customers seriously, this isn't one of them.

I will call again on Monday and cancel this contract yet again.

My contract number with this company is **. I am offering this as proof that I was a customer at one time.

Dissatisfied in Virginia for a second time.....

Then something went on with my stove and TotalProtect sent a contractor who fixed it which was good. Then something went out on the refrigerators so they had to fix it too. I bought products that I thought would last in a lifetime and they weren’t that old when they fixed them. I went and I paid more money for the stove and the refrigerator because it was constantly used. Submitting the claims to TotalProtect was wonderful. We called and they took the information. Then, Sears called and told us when they would be out. They would either be able to fix it right away or we would have to wait a day or two until they get a part. They’ve been very accommodating and the people they sent out were nice people too. There was no abuse or anything nasty. Everything right now is functioning and we’re very pleased.

TotalProtect was excellent according to my husband and I have recommended them to other people. They were all well trained and it didn’t take them long to do anything. They knew what they were doing. Even if you are not getting a mortgage, you can still call. It’s a thing to have because the expense for a repair today is out of sight.

Normally, the claim process has been all right. But I’ve had different people out for different situations and I noticed that I couldn’t go back in and request someone I’ve had already. I know now when I call in that I'd be getting a VRU. It’s an automated service and they fully take your information, then they give you your service number. They also tell you the person they’re committing you to and they often send the information directly to that person. So, I don’t have an option. I thought I had one where if I wanted to call John Doe back, I would be able to go to the service and say “I prefer to have John Doe.”

Other than that, I feel comfortable having the warranty and knowing that if something was to happen to one of my major appliances, I don't have to panic and try to find somebody. I know I have a service I can go through to help me through the process. It’s a service that I’ve had for quite a few years and I never had a problem when I needed to reach out and get help, whether it’d be for my furnace or my refrigerator or my washer and dryer. They reach out to people that call you right back or are ready for you when you call them. So, I’m very satisfied with Cross Country.

Depend on HMS at your own risk. Insurance companies provide peace of mind. When disaster strikes you turn to them. These folks operate in some strange universe where resolution takes weeks, communication is slim to non-existent, and the customer is left guessing until very end. HMS adds stress to stressful and difficult periods for homeowners. Who wants that? Owning and maintaining a home can be a challenge, and HMS adds to that struggle - it's the opposite of what an insurance providers should be doing.

One time, I called in for my diverter valve and this was before we thought about redoing the bathroom. It was during a holiday and the guy I spoke to talked me out of it because he said it would be a lot of work. I could tell he didn’t wanna do it and it wasn’t a big deal. Then, later on, I called for the washer, the fridge, and my freezer because it was making an intermittent noise and I was trying to capture it before it got worse. I was also trying to pay a one-time deductible instead of paying every time for every device. The first person they gave me, my call kept going to voicemail. And I tried it for about a day and a half, then I finally called TotalProtect back and they submitted somebody else to come out. But I had to wait about a week for a replacement. Besides that, everything else was good.

Cross Country might cost a little more than some of the other home warranties, but some of them have also gone up now, so they’re really about the same price, especially with the $125. So far, I've filed a couple of claims, none of which were really big ones, and Cross Country has always fixed my things or replaced them. They’ve done what they said they were gonna do. But I’ve had a problem with two of their contractors. I’ve called those companies and told them that I didn’t want to use them anymore. Cross Country was also okay with that and they didn’t make me have to get the said contractors. I have a service contract where those contractors come out four times a year and Cross Country gave me someone else for that.

I spoke to the third vendor to confirm the appointment. THEN I received an email from HMS that the claim was reassigned to RLS!!! My attempts to get an answer regarding why it was reassigned and my requests to speak with a supervisor have been answered with "I’m sorry you are having issues." I was lied to and told a supervisor would call me back...still waiting! I have no AC and a senior with asthma in my home. For the past 14 years I have had minor claims and no complaints, I even told people about the excellent service. Now when a major issue occurs (no AC in the dead of summer), your company is not interested in helping resolve the issue. I will be spreading the word about this on Nextdoor and my neighborhood forum. You have lost a customer.

Now I have a broken dishwasher and a small new dishwasher standing in my dining room and I have to wash all my dishes by hand (for six weeks and counting).

We FINALLY made it to the next step, and let me tell you, every time something goes wrong, it takes them a week to process anything. This may not sound like a big deal, but you will have to contact them every day and make sure they are actually progressing your replacement claim. Eventually they'll figure it out and THEN your week starts for them to process you to the next step. Also, if you ask for them to send you an email forget about it. They're not allowed to do something as simple as email you the service info and the vibe we get is they can't have any kind of paper trail saying that they've actually agreed to do anything.

Maybe when this is all done, I can update this with a happy ending, but as of now it's 2.5 months and the replacement still hasn't even been ordered let alone service to replace it scheduled. We've been in a heat wave since this all started and our home is regularly between 85-90 degrees with fans and portable AC units. We will not use this company again.

We've had home warranties for 10/12 years now. We've had this one for 8yeard. Never had this issue and no one seems to be concerned about it

I started this claim January 6th, 2018. I had multiple providers come out multiple times, replacing the same components, until they made the determination there was nothing more that could be done, and it needed to be replaced. I had three separate providers REFUSE to take the call through HMS, because of the lengthy repair history. I was scheduled for a 'second opinion' look before replacement. The first place no-showed me. HMS scheduled another company. They came out, spent 5 minutes, and sent an invoice telling the company it needed to be replaced. That was on April 27th, 2018.

I have called almost every single week since April 27th. Many of these calls lasting over an hour. I was repeatedly bounced back and forth saying it was 'going to research'. One week I was told a replacement would be issued, and it would be scheduled shortly. The next week I get a message saying to call to decide whether I want a replacement or cash. After I had already had a call the week prior, where they TOLD ME they would replace it -- not a choice of either -- and I had agreed to a replacement. Almost two weeks ago I was told the unit would be shipped to my appliance installer, who would call to schedule the install. On Jul 2nd, they told me the appliance company would be in contact in the next 3-5 days.

NOW I am receiving a call from a freight shipper who has the unit, two weeks later, not 3-5 days. They want to deliver to ME. I called HMS saying this is not what I was told, and was unacceptable. They want me to take delivery of this oven appliance, and THEN call them BACK, to SCHEDULE AN INSTALL. Where am I supposed to keep this crate with the oven? They won't give me a date for the install. How LONG will I keep this crate with the oven? They can't say. What I want is for them to STOP LYING TO ME every time I call. I was told this would be delivered to the APPLIANCE INSTALLER who would then contact me. What if the oven is missing a part and they can't install it? That's why it needs to go TO THE APPLIANCE INSTALLER.

So, after multiple months, multiple providers, literally having the customer service representative lie to me week after week about the status and what will happen next, HMS expectation is that I will take possession of a crate, somewhere in my house or property, and then wait an undetermined length of time for these unknown people (since they can't tell me who will install it) to show up and hopefully install the appliance. They will NOT let me schedule an install until this crate is sitting at my house. Not just scheduled for delivery, but until it has been physically delivered. I have no magical 'crate storage' in my house. Should I just put it in the middle of my kitchen, if it will even fit there? Taken from the last 90 days of my Verizon call log per my bill: April 23rd, 17 minutes. May 8th, 25 minutes. May 17th, 42 minutes. June 1st, 67 minutes. June 19th, 19 minutes. June 21st, 23 minutes. Jul 2nd, 83 minutes. Jul 17th, 21 minutes.

Let me remind you; I started this claim the second week of January 2018. ON APRIL 27TH THEY MADE THE DECISION TO REPLACE MY OVEN. These are only the calls I've made since they original told me, after the second-opinion provider they chose to come out, they would replace the oven. I still do not have a functional, working oven, nor a replacement.

HMS business model seems to be one where they take your money, and just stall you out as long as humanly possible. I previously had an issue where it also took 6+ months to have a dead dishwasher replaced. I am once again going online, and copy/pasting this review on every site I can find, because it seems to be the ONLY way to get any sort of response or action from HMS, just to get them to do literally what they told me they would do. I want what I was literally told over the phone. I want this delivered to a competent provider who can ensure there is nothing wrong with it on delivery -- something *I* am not qualified to do -- and then schedule me an install date.

Do not use HMS. You will spend months, months, and more months, to get them to replace something that multiple providers -- No, seriously, I went through 4 repairers who all said it needed to be replaced and refused to waste their time, BEFORE the second opinion provider -- have told them needs to be replaced. I have been routinely lied to, over and over and over, on the phone. They say they record these messages? Go back and listen to them HMS, and see what was told and promised to me each week. If you are in a one-party consent state, make sure you personally record every interaction with them. If I lived in such a state, I would put the entirety of these phone calls on YouTube, so that individuals would stay away from HMS.

Updated on 07/24/2018: I was contacted through this website by HMS, and they asked for my name and property address. I wrote the review on the 17th, they responded on the 19th, and I received a voicemail on the 23rd. This voicemail said that I should contact a specific appliance repair company once I had my delivery time, to schedule an installation. I tried to do that today, since the delivery company finally called (around 5pm EST) to give me my delivery time. The appliance repair company CAN NOT ACCEPT THE INSTALLATION, because the 'job' from HMS has expired. So they can't come do it. If tomorrow I can get them to re-send him the job, he is available later in the week.

None of this solves my problem that I'm now going to have a crate with an oven that I don't know if it works or not, sitting in my house, for an undetermined amount of time, because I have no idea if HMS will: 1) Reassign it to the same provider (As I've been assigned multiple providers over the lifespan of this issue), 2) Reassign it in a timely manner so that I can get it installed this week. Oh, did I mention, this is the company that did a complete NO-SHOW on me when they were supposed to be an assigned repairer during the repair phase? Since no one did anything about that the first time, should I trust he won't no-show me this time? Anyone going to compensate me for the provider no-show? No? Then I should be given to a more reputable repair company, and not one that no-shows with no call. If they're going to reassign this to a company that was previously assigned to it, why are they choosing the ONE out of SIX that NO-SHOWed me?

And let's talk about that voicemail. The individual (Mary), left their name, and extension, and the regular 800 phone number. Fun fact? THERE IS NO OPTION, EVER, IN THE PHONE MENU, TO PUNCH IN AN EXTENSION. Each time, I have to wade through multiple menus, get to a customer service rep, go through the standard discussion of my name, information, and they read the 'notes', and THEN they transfer me. I did not receive a call back after leaving a message yesterday trying to talk to this individual. The voicemail, when transferred, also tells me that the voicemail HAS NOT BEEN SET-UP.

You know what would send a professional message? Having your voicemail set-up. Not having the voicemail give me a pre-recorded message that it is NOT SET-UP. Does anyone actually check this voice mail? Is it even a valid extension? I don't know, because at no point can *I* call the extension. Maybe customer service transferred me to the wrong extension both times. I have no idea, because they have valid extensions with no voicemail. The second call, the customer service individual asked me for the name given to check that it was the correct extension. When I strongly voiced my concerns about being dumped off to a voicemail machine that says it isn't setup, she told me it would be fine and it was the correct voicemail for Mary.

So, let's recap; - 2 days to respond on here, a further 4 to get an actual response (call). - Can't actually contact the person, because it doesn't let us as customers punch in an extension. - When customer service transfers you to the extension, the voicemail says it's not setup, giving me no indication if my call is actually getting through to someone.

- They've directed me to use an installer who has previously no-showed me for this overall issue (stove replacement). The appliance installer THEY directed me to call and use can NOT perform this job until HMS resends the job to him, because it expired. Basic HMS customer service WILL NOT RESEND THE JOB, because they are not allowed to schedule anyone for the install, UNTIL MY STOVE ARRIVES. So now I get to have a crate with a stove sitting in my house for an undetermined length of time. It is shocking that in response to this previous review, HMS managed to do ALL THREE AGAIN, INSIDE OF A WEEK, and all based on THEIR RESPONSE TO THIS REVIEW.

In summary, I have dealt with this company for almost 30 days to fix my GE front loader washing machine. After three failed attempts to repair my machine, the service provider finally asked for a new machine for me. No one from TP has even called me to set up delivery or take me through this process despite the fact the claim was placed 6/18/18. Today is 7/17/18.

This is no surprise given the ordeal I’ve gone through thus far: I’ve called many times only to speak with customer service reps who have no answers at all. The average wait time for most of my calls has been at least one hour. Reps are in various parts of the country. Once I think I even talked to two guys in India. My complaints have gone ignored — there was no record of one of them — and supervisors have been impossible to reach. I was told on several occasions that a supervisor would return my call within 48 hours (ridiculous in itself). I NEVER received a call. When I took a shot in the dark and called for a supervisor on the weekend, I reached one! This was after an hour wait and someone telling me that supervises don’t work on the weekends. Although she was more helpful and nicer than any other rep I’d spoken with, the fact remained that she could do nothing to ensure I receive the service I’ve paid for for many years.

In fact, it was a battle just to get a GE certified repair company near me. The list of providers TP issued were more than an hour away. This too is unacceptable, especially since I live in a metropolitan area. One rep asked if I lived “in the country” only to go down a list of nearby cities and providers which just happened to include the city I actually live in. When I pointed this out, the rep responded with a profound, “Oh.” The initial provider TP scheduled was within 25 miles but had an F rating with the BBB. When I called to change providers and ask if they vet or screen providers, the reps stated, “I don’t know. All I know is what’s on the screen.” More than one customer service rep actually said that to me.

For the time and money you spend on this “warranty service,” you could buy all new appliances any time they break down. There is no reason my family should be without an essential appliance for this long. This is a service I pay for on a monthly basis with a $100 deductible.

I’m so disappointed that an American company that says they “Can provide the right service, from the right people, at the right time” in their online and You Tube video, https://youtu.be/WnAnzYS5BPM, has done the exact opposite. The video says that TP has 40,000 “pre-screened technicians who meet licensing requirements” for various states. The video also says they provide “honesty and reliability” for customers with 24-hour customer service.

TP is also listed with the BBB. Based on my experience and the reviews I’ve seen on this site, I cannot understand how they still have accreditation. This “service” is definitely not worth the stress and inconvenience.

Do your homework and save your cash— Total Protect does not live up to its claims.

So my choice was to decide whether I wanted to pay >$500 for disposal of the old unit or basically find my own contractor. You tell me this two weeks later? I make a choice to pay the money because I want it done and get told by the contractor to expect a replacement in 1-2 days.

Another week goes by, now I am pissed and I am told by the contractor that I need to call Total Protect as they have no final authorization for replacement and do not know where to pick up the equipment from. I call Total Protect even more angry as they tell me that an email was sent to the contractor back on the 9th with the information needed to complete the work. I had to get ugly and demand a call to the contractor while I was on the phone because these two companies were pointing fingers at each other for their incompetence and nothing positive was happening on my behalf! The contractor had nothing nice to say about my home warranty provider, continued to blame them for all of the delays and that did not feel good at all! However neither company felt it imperative to keep me in the loop.

I thought that I was on the calendar for an installation tomorrow and tried to calm down about it all, then I get a voicemail AFTER business hours from a man stating that the job is rescheduled for Thursday! What now? I can't complain after hours, so I call Total Protect because they are supposed to be dedicated to customer service. Once again, all is blamed on the contractor, I can't make a formal complaint so that this doesn't happen to another homeowner (tonight anyway), and I was told to file a complaint with the BBB if they are a member. Oh, you don't make sure that you refer to companies who have an affiliation with the BBB? Nope, just that companies are licensed and insured!

Too much! Now I don't want a relationship with Total Protect at all. I will get this done and then I have some decisions to make! Everyone will get a call from me in the morning!

We all have choices, this was my dear elderly mother's and she was always frustrated. I get it now and do not have her patience. Choose wisely people!

Updated on 07/24/2018: It is now July 24th and it has now been a month of frustration and finger pointing. I did speak with two professional agents (Mary and Donald) who at least understand my plight and frustration; after first speaking with a jerk who wanted to remind me that I after all "did have my compressor replaced". This is a 113 degree week here in Las Vegas and I am stuck with the choice of sticking with this horrible contractor or starting the evaluation process all over again.

So it turns out that AMA Air, a subcontractor for the parent company, Cross Country misdiagnosed the unit (or tried to cut corners). You see, this unit has had problems practically every season for the past few years and has been patched together for either it not cooling during warm months or not warming in cool months. I know this from my mother's voiced concerns and past invoices. After spending $536 in non-covered charges to change the compressor, The AC unit still did not work. I was told by AMA Air this morning that "I could tell from the pictures that it needed to be replaced. You know it's all about the money I don't know why the unit was not changed out in the first place." They of course were blaming Total Protect.

So now after many calls over the past few days (because this company doesn't like to answer the phone), it was admitted by Tony, third hand mind you because he will not come to the phone, that the unit needs to be totally replaced. Then they come up with another $1700 of non covered expenses that I am supposed to pay out of pocket. I could have just replaced this unit on my own weeks ago and forgone this so called warranty plan. But I am trying to be cooperative and understand what Mary and Donald are telling me as they for once, really do seem sincere.

I asked to change contractors as there are major trust and customer service issues here as this point, however I was again advised that another evaluation would need to take place....more time. I feel trapped and frustrated beyond imagination. I was told by Cross Country that Tony said that he was happy to completely explain the details of these cost. Well, once again, he was unavailable.

I don't know how this will ultimately resolve or if I will ever elect to try ANY home warranty company after this experience but I will not succumb to anymore grief on behalf of this company or its subcontractors again. Oh and Austin, the man that answers all of these complaints? He never bothered to call to assist me with this ordeal.

My latest experience was not as good also. There was a three-week delay trying to get the part for my air conditioner and that mostly seemed like confusion on the part of TotalProtect Home Warranty. It mostly seemed like something that slipped through the cracks. I got multiple conflicting answers on what the status of the work order was. One person would say a part had been ordered but when I called back the next day, they would say the part had not been ordered. And they would say, "Oh, by the way, we’re waiting on something from you before we can order parts.” I was like, “Why did it take two weeks for somebody to say that I needed to do something?” But it has been resolved. And mostly, my experiences with TotalProtect have been very good and I’m quite happy with them.

She reported the situation back to me and I paid the deductible. Then, I sent an email and called the tech a couple of times but he never responded back to me. So, I was livid and I called HMS and I reported him because that's not the way it should be. Fortunately, the representative that I spoke to gave me another company to go with and he said that I would not be charged another deductible. The one that went in the second time did what he needed to do and things worked well.

One other occasion about three years ago, I had another set of tenants who had a problem with a very old washer and dryer. They called to let me know that things were not working properly and in my hurry to satisfy them, I went out and purchased a new washer and dryer. When I called HMS, I learned that I should have called them first. So, I spent $1,000 in getting the washer and dryer and I wasn't getting any compensation for it. I'm sure, if I'd gone another level maybe consideration would have been given to me, but I wasn't very happy to beg and plead with them. So, I didn't get even a partial compensation and I didn't like that.

Other than that, everything is good. We filed a claim about a month or so ago to get our garbage disposal fixed again. We would recommend HMS to friends. We'd tell them that submitting claims is a quick, easy process, especially now that they set up the service calls for you versus you getting the number and having to call to schedule an appointment.

But I’ve had good experience with Cross Country and they have provided me with good service. I would call in my claim and they would either call somebody and schedule them while I’m on the line, or they would call them if they didn’t get them and they would give me the number to call and a number that I could give the company when they called to let them know that I was insured through Cross Country. Then, the company would come. My deductible was $95, then it went up to $100, and now it's 125. Cross Country also has been good about setting up an appointment. I've never had anything that happened on the weekend but they would always take your call on the weekend, Saturday or Sunday, 24 hours a day. I would usually get scheduled if I call on Saturday and Sunday on a Monday and I would get a schedule to get in touch with the company that I was needing.

We have a copy of the authorization from the provider & asked for the fax number or email to submit it ourselves. The service provider would not give it to us, but stated that it needed to come from the contractor. I can’t think of a reason why the contractor would lie about submitting the authorization request, I do know that we paid a hundred dollar deductible & got a sky high electric bill. Customer service was hit or miss depending on what operator we spoke to. We’ve probably spent well on 14 hours on the phone, mostly on hold. I’m completely disappointed with this warranty & I plan to tell everyone I know in the Navy about my experience. It seems like a scam where they’re just waiting for us to give up. After reading many reviews with similar stories, I’m convinced my instincts are dead on.

Updated on 07/20/2018: We initially made a claim June 27 for our AC. We didn’t get a provider out until July 5th, the first provider canceled in July 3rd. We have an electric bill for more than $700. We’ve been around in circles trying to get the work order from the provider to HMS, who keeps telling us that they haven’t heard back or received any paperwork at all. We PAID OUR $100 Deductible & now HMS wants to send out another provider so that we will have to pay ANOTHER deductible. THAT’S NOT RIGHT. My husband went to the military legal office to report our experience & hopefully HMS will be blacklisted by the military. I’m writing to the BBB about this company today. It’s been 25 days without AC, WE HAVE KIDS. I wish we never had this warranty, IT’S USELESS!!! I’m positive we’ve spent more than 20 hours on the phone.

Updated on 07/24/2018: It’s been 28 days since we’ve submitted our initial claim to repair our AC unit. That’s right, 28 days without AC & 2 kids. We call EVERY day to follow up. The customer service reps NEVER have an answer, but do apologize. I actually have to call the number to enroll because the customer service line goes to an answering machine in the middle of the work day. While I’ve been waiting I did discover that the provider HMS sent to my home was rated grade F by the BBB & when I looked at the service invoice I was floored that there was no physical address for the company, neither is there one online. I’m convinced that HMS is a scam company & I can’t believe that the BBB or some entity hasn’t done something about this company or investigated. I read the reviews & many have similar complaints as me. I wish I would have know better before we bought our home.

Updated on 07/27/2018: It has now been 3 Days since our initial claim for our AC to be replaced. We call HMS frequently to check the status, but we are told that it’s being worked on. We paid a deductible to a provider that HMS sent out only to discover that the provider runs their business from their place of residence & has a grade F from the BBB. We looked further into the provider because HMS kept denying receiving a service statement. We’d offer to submit our copy/receipt for their provider's service recommendation, but HMS refused & repeatedly stated that it needed to come from their provider.

I’m not sure why they’re having so many issues keeping in contact with the provider they refer to warranty holders, but I know it is completely unacceptable & unprofessional. I’m in shock that a company could do this to a customer. The supervisors rarely return phone calls, we’ve spent HOURS on hold & it’s just a waste of time. The customer service reps never have a solution or answer, but are quick to refer us to a supervisor that is never available. Our electric bill is through the roof & to top it off, HMS sent a bill asking for the next payment when we have an outstanding open claim that is 30 days old.

Updated on 08/12/2018: Our original service request was on June 27. Today is August 12, and three so called service providers have been to our home & no fix has been made on our AC units. HMS continues to claim that they have not received any service invoices from the companies they send to our house. They will not accept our copies, and the companies they send constantly tell us they have submitted the invoices. It’s just a runaround and unbelievably insane. We’ve stopped paying the deductible because HMS changes the companies on their own initiative & will not refund us.

It sucks that we paid for the warranty, but I can’t see renewing with this company. We’ve spent the summer sweating through the night & paying extremely high electric bills. We have no faith in these home warranties. We’ve shared our experience with our neighbors & fellow service members at every opportunity to spare them the insanity of dealing with similar issues. I can’t believe this company is still in business.

But the technician that came out for the air conditioner was professional and better compared to some of the others. He was thorough and we were pleased with that part of it. However, TotalProtect's price has gone up including its deductible and I just needed to take advantage of the programs that we were entitled to with the warranty but hopefully when we needed it, I can get an answer quickly. Other than that, I would recommend them.

It took the technician a week to come out and the clothes were stuck in the washing machine. It was on my tenant’s washer and she was going away on vacation. We couldn't get it open so it was a little frustrating for her. She was trying to get her clothes washed up before she left and the technician came the day before. She had to postpone the day she was gonna leave and left the day of her vacation to go to her brother instead of the night before. She was gonna spend the night, relax and then leave for the plane. But instead, she had to rush, do her clothes again that morning and leave on the plane that night.

I had a previous claim on a water heater and HMS Home Warranty called another party to get them out right away since there was no water at all. I asked if they could do the same thing but they said no and I had to accept that. The technicians came out twice since it happened again and both times, they were nice. We were away the first time and couldn’t be there so we left our check to pay our $100 share with the tenant. I put that thing in the memo line so I had it for text purposes that it was the deductible for unit one since I have two apartments in the rear of my house. Apparently, when I put the G or the Y, it went down over one of the numbers on the check. They told me that they picked my deposit but they couldn't deposit it through their phone. It was ridiculous. I had to cancel that check and give them my debit card over the phone. They took my deposit, everything was fine and my tenant got my check back from them.

The technician said they fixed it and it was just tightening some screws. But it made me kinda mad that he didn't run a complete cycle on the machine and he said he tested it. When my tenant came back, she went to wash her clothes. When she ran the complete cycle, the machine broke down the same way as the first time -- loud clangs and bangs with the knots and bolts -- and it fell apart. The second time, it took a week too before they could come out. So, her clothes were stuck. We told the guy that they need to run a complete cycle. He said that he couldn't but I told him that I didn't care what he had to do but he needs to run a complete cycle as I'm not gonna have them coming out again when my tenant goes to do another little wash. They listened to what I said and they ran a complete cycle. But he said that we needed to look further than what that gentleman looked at and he had to do something else.

Overall, HMS is very good. When I called, they sent somebody out and they took care of the issues quickly. They were honest that if an issue happens within 30 days, it was free so I didn't have to pay a second $100 deductible. I appreciated that they told me the truth since I didn't know that. I'd recommend HMS and I am gonna renew it when it's time. It has paid for itself already.