Cinch Home Services Reviews

This experience has been completely disheartening as I have been a paying member in good standing for several years now, apparently my long-time customer status and limited number of claims is not worth my continued business with this company. I will be canceling my contract with this company as soon as my issue with this claim is remedied and will no longer recommend this company to any individuals!

Updated on 08/02/2018: It is now August 1, 2018, I just got off the phone with customer service since my replacement refrigerator finally arrived on July 12, 2018, with a large dent on the front door. I rejected the refrigerator and that day spoke to the "Customer Service-less" representative to inform them I would rather just have the cash option to purchase my own refrigerator. They informed me that they would be processing my claim and I should receive my check in 7 to 10 business days. That was on July 12, 2018. To be fair, I waited a couple of days to start the 7-10 business day clock. Again, my family has been without a refrigerator since ~June 6, 2108. I was just informed that they "processed my claim" for my check "yesterday" (July 31), and I should receive it in 7-10 business days.

Buyer BEWARE, this is how this company treats 5+ year customers in good standing! My original review is posted below for further context.

A month went by, no contact at all. I eventually call in and they say it's in "research" phase, where they look for the most cost effective option (so cheapest part they can find). Another month, starting to get chilly. No response. I call in, still in research phase. Okay. December I get a call and say there will be additional charges outside of the scope of coverage. I say that's fine, when can I expect it fixed? They said they ordered the part and it will be a couple of weeks. Fine. January comes, no word. Using space heaters, electric bill skyrockets.

Finally, things get "escalated" to a claims specialist, who looked to "expedite" things. It worked, part gets ordered. Contractor calls me, they ordered the wrong part. Claims specialist helps and expedites another order. February everything is fixed. 5 months, no heat in the winter. Most recent issue: My washer. Claim filed May 24, contractor came out May 28, parts need to be ordered, pay deductible. No response.

Call in June 11, 2018 "research" phase for parts needed. Call in June 27, 2018 rep still knows nothing, said she would escalate and have someone call me within 24-48 hours. Nothing. Called July 6, 2018, still nothing. Says they are waiting to hear back from the contractor. This makes no sense. Now here we are, having not been able to wash clothes at home for over a month. Stay away from this warranty company. They are part of a bigger home warranty group called HomeSure of America, check out their BBB ratings.

Updated on 07/10/2018: Thanks Austin! But it says in the book I have states you do cover the coils! So cover the coils! They are shot and my house now for over a week has been 80 + degrees! You can say what you want in here but my air conditioner is broken and it is covered under warranty!!!! Fix it!!! When you send the company of YOUR choice and they say it needs replaced then replace it! Do your ** job! All you're looking for in here is a 4 star rating and that is hard to find in here or anywhere else! I’ve done my research on your company and it is sad to hear all of these stories about how you all do business!

I have reported you to the BBB and I have spoke to my attorney. My attorney will cost me nothing as for your company... Well it won’t be free for you! Your supervisor is never available!!! I was told 6 days ago I was to receive a call from a supervisor and have yet to receive that call. Your reps laugh at my situation to me on the phone! What kind of people are you? Anyone could call 1,000 times a day and get a different story and a different story run around! Unbelievable **! I do have the address of the CEO of the company. Maybe I should ring his doorbell and see what he has to say!

I think that Research is just another word for "Let's make the customer wait so long that they go out and replace it themselves so we are off the hook". This is the second claim I had with them as I had an issue with the washer also. The provider came out and fixed that, but HMS never marked it complete even after I told them on the phone the work was complete. I now see that they have it listed as "canceled". I now had to issue a third claim as my AC went out. Based on what I see from prior feedback, I don't expect that to be fixed by them either. While I can use the Laundromat while my dryer is out of service (my cost), it isn't an acceptable option when you have no AC, hot temps and need to sleep at night.

The refrigerator is 20 years old and it came with the house. The man for the refrigerator said they replaced the gasket for the freezer and it still wasn’t sealing right. He told them how to readjust it and hopefully, that will work, but if not, I’m gonna have to call Cross Country again. When something needs to be replaced, they do and I don’t need to argue about it. One of the service providers in town were relatively new as far as appliance repair. They didn’t know what they were looking at and they tried to replace the drum in the washing machine. It’s supposedly new but it was cracked and they were still gonna put it in. I told them no and that it’s not gonna work. So, the Hamilton service providers do not have enough knowledge yet to be good providers but that the other ones that came were very good.

When I submitted the claims, the reps were very polite, professional and efficient. They wrote up the claim right away and gave me a person to contact in order to verify appointments. Sometimes, they would write an appointment and that appointment does not correspond with what the provider has to do but they always gave me the telephone number so we could work. If it wasn’t convenient for me or them, we could work in a more convenient time for both of us. So, after the call, I knew who was gonna help me.

I pay $60 a month because I have a big house. That covers two water heaters, a well pump, dishwasher, refrigerator, freezer, washer and dryer and the AC. And then, I pay a flat rate fee of $125 which is high but you can call in all three appliances and that is all you’re paying. When you think about it, it only cost me $125 to replace my dishwasher, refrigerator, water heater and washing machine. We were on a fixed income so I can plan on my monthly amount and I know what I can pay. For my rentals, they subtract the $125 from the rent which was fine because it doesn’t come out of my pocket. I can plan on more things which is very helpful.

If you have a home, things start to fall apart and they don't make appliances like they used to. You don't know when these things are gonna go out. The service that Cross Country provides is excellent and I recommend it to people. Plus, they have the plan where every quarter, someone will come out and just look at your stuff and help make sure everything is running as it should. I really need to take more advantage of that and that opportunity is available to people, so I tell them all about Cross Country.

The technicians have also been good, although there was one episode that I wasn’t too happy with my water heater. All they did was replace one of the rods in it, which is fine except it still had pieces of little white plastic in it, so we had to pay to get that one replaced ourselves, and that I didn’t like. I also didn’t have them finish the call last time. TotalProtect Home Warranty didn’t cover the fan, so I called the people that did the work on it and they came out. It ended up being covered and it was good for me.

The interaction with their claims rep was good. He gave me information and everything went smoothly. The technician they sent out came in, did the work, gave us a couple of tips on some other things that he observed while he was working. And although I wasn't there, my wife had no complaints about him. HMS Home Warranty has been reliable. The home was built in '69 and we’ve used the warranty for air conditioning, a garbage disposal and a couple of different plumbing issues. We’ve also had a couple of different things that came up and it’s been a breeze every time.

Took me around 2 hours on the phone so that in the end they tell me that they are studying the case and we will have an answer in 48 hours. So I call again and nobody can find my claim... This is week 3 now. Finally someone does some searching and they find that my claim was in the wrong department. How does that even happen??? So then they give me the option of taking a check to buy the water heater myself or they work with a contractor to get us a heater and install it. So I take the second option. Then they say that it will take 6-8 days to order the heater and have it shipped. Once it's shipped we’ll schedule an install appointment. Finally by week 4 the contractor gets HMS paperwork to get us a new water heater. So I call the contractor and they tell me that they don’t install water heaters anymore and that I need to call HMS and get someone new.

At this point in week 4 I’m tired, annoyed, frustrated, you name it. So I ask for the check, and what I’m given is $700. So I go to different places to get quotes for a new heater and the cheapest I can get is around $1100. So who’s gonna pay for the rest??? I’ve had this insurance for almost 2 years, and never had a problem, I don’t understand what happened to this company, but I wouldn’t recommend it to anyone! I called on July 3rd and was told that a supervisor was going to call me to talk about my claim, 4 hours later I call back and they told me that everyone’s gone for the day that I should try the next day (July 4th) and when I called they said no supervisors are in since it’s a holiday. Get it together people please!!! I also posted this review on their Facebook page and it was erased and I was blocked from the page! So I guess this is how you guys really do business.

For our trouble with our air conditioner, a tech came out and took care of the problem. He was very professional and I really like that he talked and was upfront with what was going on. I was very satisfied. And then, we had to have somebody come out because the dryer downstairs wasn't working right. The gentleman who came was the same as the first one. He also checked everything out and he told us what our problem was and what we had to do to correct it. Unfortunately, that was not under the warranty, but at least we knew what was going on with it and we can get it taken care of right away. We were both very happy with what we've had to have done so far and I would recommend HMS. Everybody needs to have a home warranty for all their major deals. It is really nice to have. This is our first house and we never dealt with anything like this before. But we've been very pleased with the couple of times we've had to use our home warranty.

When my wife called, they claimed to have tried to call me twice, a lie and I have phone records to show that, and stated that if I missed another (imaginary) call they would cancel my claim. Horrible service all around, although I will give them the 1 star (because I have to) and because everyone I have talked to has always been polite, but completely unhelpful.

I've been with this company for 4 years since I purchased my home, I rarely use it but when I need it the most unfortunately I get "the low end of the stick". This has been a waste of my money. Also tried to call their corporate office number to file a complaint about getting hung up on and just keep getting the runaround or told by the corporate operator "maybe they had phone trouble" and just like that being transferred back to the customer service line. DO NOT WASTE YOUR MONEY. THERE ARE BETTER HOME WARRANTY COMPANIES OUT THERE!!!

HMS had not once contacted us to inform us that they received the report or notify us of next steps. After a few phone calls requesting status, HMS requested our home inspection report and we sent it to them to include additional documentation on 5/30/18. We provided the inspection report detailing the HVAC inspection portion, which was conducted on 3/15/18. Based off the inspection report, the inspector stated the following; "Have HVAC Technician examine. A condition was found that suggest a heating contractor should do a further analysis. We suggest doing this before closing."

The previous owner was notified and the HVAC was serviced on 3/22/18 based off the recommendation in the inspection report, and provided us the inspection report, which we also provided to HMS stating the following; "Scope of work to perform inspection/service of a 3&4 Ton Heat Pump System (Air Handler/Condenser) Clean condensation pan and draining traps. No leaks detected. Ventilation fans inspected and operable on a thermostat sensor. Wall thermostat operating as should bathroom ventilation fans also working as they should." HMS requested the entire inspection report on 5/31/18, which we provided on 5/31/18. Still no one from customer service contacted us via phone to discuss anything, but I did receive an auto reply e-mail stating to allow 3 to 5 business days from the date received for the review of your request, and another e-mail stating 7 to 10 business days... confused.

I then contacted them on 6/6/18 requesting status and received another auto reply stating another 3 to 5 business days. I finally call on 6/10/18 and was informed that the replacement was approved, but they were waiting for the Authorization department to review. (Again confused). We waited a few more days and nothing, so I called back to HMS customer service requesting status and the same message, but this time with an apology for the delay... yet again I called and again the same message and I was informed that a supervisor would contact me, but told me there was nothing a supervisor could do because the Authorization dept. makes the final decision... So in this case what would a supervisor be able to do??? But as of today 6/30/18 I am still waiting for a call from a supervisor and still no replacement and today it's 100 degrees outside... Go figure.

However, we did receive a call last week from HMS customer service stating that in her notes the replacement was denied because they found the issue to be a previous problem. Not sure where that was stated previously. We informed the customer service rep that this was not a previous problem and that we submitted ALL the supporting documentation in the initial e-mail at the end of May, and she stated she didn't see that, but that she would put it in her notes and look into it. REALLY? I guess our next stop will be to the BBB. Hopefully they can help resolve this issue, and maybe a supervisor, who can make decisions will finally contact us. Not even worth one star, but had to put something just to rate them.

Please be advised that in addition to your $100.00 service call deductible, there are charges totaling to $1,212.00 that are associated with the repair/replacement of the unit that are not eligible for coverage and are to be paid directly to the service provider. My children and I have been without ac for weeks already. I’ve paid two deductibles already because the unit was not diagnosed properly the first two visits by same HVAC tech. Please let me know how $100 is coverage. How can I replace my unit with that. Please provide me with the research that took a week to decide $100 should be a sufficient cost. I am out of pocket a minimum of $1400 to go with company who neglected to diagnose properly or the whole cost of replacement installation etc. minus $100. Unacceptable, I wish I could provide a 0 star rating.

I tried cancelling my current claim and filing a new one using the automated system. The system kept telling me I was filing a claim for my washing machine. No, it’s my water heater! I’m frustrated beyond belief number one because of the rudeness of the service provider and number two because I can’t get a hold of an HMS rep to save my life. Ridiculous. Going to pay out of pocket so I can get the job done and done right. Won’t be renewing that’s for sure.

What has actually occurred is they haven't taken the time to just order the darn thing. While I was on the phone today with the plumbing contractor she says "Oh! We've just received a note asking us to just give you all one that we have in stock." The note was only even sent to them because we spent at least three hours total of the day complaining and basically confirms that they have yet to even look for one. I asked to be escalated to a supervisor who says "There's no timeframe on how long research takes." WHAT? So you are telling me that it could be whenever you feel like it, essentially? I asked the supervisor, who was above her. She tells me that I can be placed on a list to get a call back in up to 72 hours, business days only.

It's Friday though. So I have been without hot water for two weeks with a toddler and it's going to take up until Wednesday of NEXT week just to talk to a superior. Every single customer rep that I've spoken with had to research the answer to basic questions such as "Is it yours or the service providers duty to order the water heater?" Not one single rep knew the process and kept bouncing me to the next rep when they couldn't answer. All of this is occurring but they have had our deductible, in full, for two weeks. They knew how to expedite taking our coins but not how to actually provide the darn service. So here I am still without hot water for two weeks and counting with not one person who answers the darn phone knowing how much longer this could even APPROXIMATELY take. This is UNACCEPTABLE!

After the second assigned service provider finally informed me that they no longer participated with HMS, I attempted to call HMS three times to get another provider. Each call was disconnected at various stages. On one call I did manage to get a rep on the phone and spoke to him for over 12 minutes before the call was dropped. When I couldn't reach HMS, I began calling providers in my area to see if I could find one who participated. Five calls later, I gave up. I ultimately went online and submitted a new claim. The online system informed me that I had an appointment scheduled for the next day.

On 6/5, I was THRILLED that a technician showed up. He informed me that the unit would have to be replaced (it has been "fixed" through HMS warranty twice already). He told me the process, told me it would take about 2 weeks, and he collected the $125 deductible. I tried to patiently wait through the 2 weeks, but ended up calling HMS just shy of 14 days later. When I reached on to them on 6/18, they told me that they hadn't received anything from the service provider. Rep told me that she would email them and also told me to reach out to them. My husband and I both left voicemails with the service provider for two days.

On 6/20, I again called HMS to inform them that I could not reach the service provider. At this point we were just getting "mailbox is full" messages. I was AGAIN told that they would email the service provider and that I should wait TWO more days for a response and if none was received, they would assign a new one and I would not have to pay another deductible.

On 6/22, I AGAIN called HMS. (At this point I started to keep track of how long I was on hold with each call.) The rep put me on hold while he tried to reach the service provider. After being on hold and talking to the rep on and off for 43 minutes, the call was dropped. I immediately called back and after holding for a long time, I got a rep that I had a very difficult time understanding. After re-explaining everything and holding some more, my claim was finally re-assigned to a FOURTH service provider. I was told that they would be out the next day, but that I should call to confirm the appointment. I called the new service provider and left a voicemail.

On 6/23, no one showed up. I called the new service provider and left a message. On 6/25, I tried the service provider again. This time they answered and said that they had tried to reach me but had the wrong phone number. They told me that HMS had already re-assigned my claim. I immediately called HMS and FINALLY asked to speak to a supervisor/manager. Had to spend a lot of time on the phone with the rep before I spoke to a supervisor, but he was helpful. My claim had been re-assigned to a FIFTH provider.

Before I got off the phone, I Googled the company and was THRILLED to find that they had an actual website and appeared to be an actual "company". None of the others did. I also asked the supervisor about "buyout" the repair, something that had been mentioned to me a one point. He told me that it was rarely done, and really not the best option (financially), but if a resolution wasn't found soon, I may want to pursue. So another appointment was set, but I should call to confirm.

I immediately called the FIFTH service provider and was told that the first appointment was two days later, 6/27. I was told a technician would be to my house sometime between, "late morning and early afternoon". On 6/27 at 11:50 am, I called the provider to confirm that a technician was coming. It was confirmed. By 2:30 pm not one showed, so I called again. I got voicemail and I left a message. I called back at 4 pm. My appointment was again confirmed! Finally at 6:30 pm, they showed up!

The technicians were very nice and informed us that the coil needs to be cleaned and that it was probably not covered (~$100). This needs to be done before a leak test can be done. They will submit to HMS for approval and let us know. Next step will probably be to replace the coil. (Interesting note: The techs told me that there was confusion because I was on their schedule for Tuesday, but then they were told to cancel. Then I showed up on Wednesday's schedule, but there was more confusion, so they were not planning on coming.) They told me that I should follow up with HMS in about two days. They also wanted to collect another $125 from me. (I didn't pay it.)

Not willing to wait another two days, on 6/28 I called HMS. I was on hold for a very long time and eventually got to a rep that I had a very difficult time understanding. It took a very long time to confirm my account (NO--- none of my contact information has changed!) and to get to the point of the call. Nothing had been received from the FIFTH service provider, but I "shouldn't worry" because they would reach out to them. So then I asked about the second $125 deductible. I was put on hold, but checked in on every two minutes or so. He asked me if the claim was "re-opened" and I told him that I didn't know what that meant, but the claim was never closed in the first place, since no work had ever been done. I was on the phone over 30 minutes before he confirmed that an email would be sent to the provider to let them know that I did not owe another $125.

So today, 6/29, I called HMS again. On DAY 25 of this claim and DAY 45 overall, they have FINALLY received an authorization request! I was informed that the claim is now in "Authorization" and that I would receive a call when something had been decided. I asked for a general idea of how long that could take and he wouldn't even venture a guess, but assured me that someone would call when it was complete. I told him no problem, because I'll just call back tomorrow! I can't wait to see where this journey takes me!

Trying to find a corporate phone number or email has been unsuccessful. I am hoping this review will result in being contacted by someone who will be able to assist in this matter.

I contacted Total Protect on March 21, 2018 because my water heater was leaking. This water heater was more than 15 years old. I was told that the contractor would come to my house on March 26th to check the water heater. The vendor showed up on the 26th and told me that the water heater needed to be replaced. He left me with an invoice for almost $1,300 that he told me I would need to pay because it was not covered by Total Protect. When I contacted Total Protect, I was told that the repair order stated that this high price was due to upgrades that needed to be done to install the water heater and the policy does not cover upgrades. I made multiple attempts to contact the contractor who never returned my calls (after getting the $125 deductible that I had to pay him). I contacted representatives at Total Protect to tell them that I was not receiving a return call from the contractor but they kept telling me to contact the contractor. I explained that I have been paying this home warranty for almost 15 years and I don't think that I should have to pay $1,300 out of pocket for a water heater. I asked to speak to supervisor on both occasions and was never given a supervisor.

On March 30th, I called Total Protect again and told them that I have never heard back from the vendor that they referred me to. I told them that this is not a 3rd world country where taking a hot shower or bath was a luxury and that I had been without hot water for 10 days. I did not have hot water to bathe, wash clothes, wash dishes, or clean with. I told them that I needed to call someone to get my hot water heater replaced and they would need to pay me whatever they would have normally paid for this replacement.

I contacted 2 other vendors on March 30th and both showed up on March 31st. Both vendors told me that the state that I live in had changed all of it's codes for installing water heaters and that is the reason for the extremely high bill. I had to have numerous updates (hot water lines, cold water lines, some type of special valves, etc). In the end, I ended up paying over $1,700 dollars to replace the water heater.

Total Protect sent me a check for $235. When I complained and asked for a detailed invoice showing what the charges covered, I was told that I was not getting any additional money and this is what was allowed because I had it done on my own. I never received an invoice and I have never been contacted by a supervisor.

I don't think that it was too much to have them reimburse me the amount that they would have paid to a contractor replacing the unit. I also think that they needed to take into account the fact that the state of Maryland codes for water heaters had changed and the upgrades were mandatory. $235 does not even cover the cost of replacing the water heater.

I am extremely unhappy with the service that I have been given considering I have been a loyal customer to them for years. I really think that the companies that they are using are just coming to get the deductible and really don't want to do the work.

A few days went by, I heard nothing, so I called HMS, and was told that parts were ordered and I needed to contact the repair company for a status update. When I contacted the repair company they said the parts were backordered and likely would never arrive so the dryer would be replaced. Another couple of days went by, and I got a text message from HMS saying parts were ordered and I need to contact the repair company to schedule the repair. When I contacted the repair company, they said the parts were ordered from another source, but were still back ordered.

In turn, I contacted HMS to inquire why the dryer isn't being replaced since we have been waiting for backordered parts for two weeks. I got some generic blanket response at which point I asked to speak to a manager. In response to my request, I was told all of the managers are busy and I would be getting a call back in 24-48 hours. About a week went by without any contact from HMS or repair company, so I logged on to the HMS page, and noticed the status changed to "Awaiting Your Decision" so I called HMS and they informed that my dryer was being replaced since the parts were not available. Keep in mind, I was told by the repair company on the initial visit the parts are not available, and would have to be replaced.

I opted for HMS to replace the dryer instead of providing me a credit for the dryer since the amount they were offering to credit me would only pay for about half of the cost of a new electric dryer. I was then told I will get a call in 3-5 days once the dryer arrives to schedule delivery. 5 days went by, no call regarding delivery of the dryer. I just got off the phone with HMS and they said that the estimated date for the dryer to arrive is now July 5. I asked if it was possible to cancel the order and just take the credit, and I was informed it wasn't possible.

I am already at 24 days without a dryer, and if these estimates are to be trusted, it will be 31 days before I can even schedule delivery. Who knows how long that will take? This has been a terrible experience for my family and I. We have spent the last few Sundays at the laundromat drying clothes, and it looks like that will continue for at least the next week or two.

First, submit a claim for a water heater. One week later, they call only to alert me in a voicemail that they cannot find plumbers in the area. After one missed call, they leave a voicemail saying to find my own and since I didn't answer they will merely send me a $250 check to cover the water heater. I'm not even in the business and I know a $250 check will not come close to cover this. I call back within thirty minutes. They tell me to find my own, make the plumber call them to verify the work needed and seek approval, then pay for it and then submit the invoice for reimbursement. (So they can promptly answer and take phone calls to verify the work but on the exact same call not handle payment??).

Anyways, I do all of this. I submit my invoice via website, via email three times. Meanwhile I receive a $250 check in the mail... I call multiple times. I email multiple times. I submit questions via website multiple times. 80% of which go UNANSWERED! How does a business not respond to the customer once much less 80% of the time?! Ridiculous. I am still waiting for the remaining balance to be reimbursed after almost 90 days!

Second, submit a claim for general plumbing. My claim gets denied because "my contract starts on March 29th". My phone calls, my invoice from my plumber, etc. all date March 30th. Over a span of two weeks I talk to multiple representatives attempting to make clear that March 30th does indeed come after March 29th which makes the work within my contract. After multiple conversations, I get forwarded on to a manager. A manager that before she even starts talking to me, has already made up her mind and starts the conversation with "what's your problem?". After she finally comes to understand the mix up between dates, she moves onto her next excuse that the work is "suspicious".

After the blasphemy accusation that my claim was "suspicious" I asked to speak to her supervisor. She lines this out and says that her supervisor will call within 24-72 hours. THREE WEEKS LATER, I get a call at 9AM on a Saturday to follow up my discussion. I was so annoyed with the whole deal that I told her I didn't want to deal with them anymore and I'll just pay for the plumbing work myself. She responded with something like, okay sounds good, bye. WONDERFUL CUSTOMER SERVICE! A supervisor among managers among representatives has the attitude of "great, one more person we successfully avoiding paying out!".

This company is an absolute JOKE. This company is the epitome of why people hate paying into insurance. I will NEVER use HMS Home Warranty and will alert anyone I know to never use them as well. They are an absolute waste of time and money. I am convinced the representatives are told to ignore and delay every issue until the customer gives up and or forgets.

We were told on Thursday, June 21st that the parts would be expedited since they didn't arrive on the 20th and today, June 26th we were told HMS does not "expedite" parts. Just an example of different stories from different representatives we've experienced. We continue to call daily with no updates. Our account has a medical emergency, with a small child in the house, and this company simply does not care. The temperature in our home averages between 90-94 on a daily basis. I would like each one of their employees to live in a home that's between 90-94 for 8 weeks, with a small child that has medical issues and pets, to see what it's like.

We've had previous claims (furnace, dishwasher) with HMS and their service was outstanding; however, I would not recommend this company going forward. I understand we are not the only people experiencing air conditioner issues, especially based on recent reviews, but look at a pattern with all of the recent reviews. We are all still waiting... HMS treats their customers like a number and the manner in which the company handles claims clearly indicates how valued their customers are. Their business practice is unprofessional and unacceptable. There are too many home warranty companies out there and if a company wants to retain their customers, they need to take care of them.

I’m a Property Manager and I have the equivalent policy for my residents. However, if someone’s HOME is 90 degrees when it's 72 degrees outside, I do what is right and treat them as humans who deserve their home to be their sanctuary. I do not feel anything has changed other than communication since you became involved with my service request. I’m not sure who in the company can help people, but I haven’t partaken in a conversation with anyone who exhibits empowerment to make a difference in this experience. The HVAC company had to provide them with the serial numbers multiple times.

Now that the parts are wrong, HMS says my request is going back into the research phase. I just emailed a rep and gave them details on the parts: The name and number of the Carrier provider, their opening hours tomorrow, the HVAC company's hours and number, and that the HVAC company offered to pick up the parts. It's been a long month without air conditioning and I assume it will be at least another month before I hear anything productive.

All calls have been documented. Absolutely nothing is happening except we are suffering from the heat. I have repeatedly asked for a supervisor call back and have never received one. In fact, nobody ever calls me back! I have been paying $50.24 for about 8 years and only had one small $100 claim. One cannot reach any of the executive officers and after well over 15 calls, every person is different and nobody reads the file, nor do they care. The mantra is, "I am sorry"... Well, I am sorry I have done business with this company whose marketing states that I am protected in the event of a failure of a covered product.

I called again on June 21st and was told that my request was still "PENDING" with the accounting department, but the rep assured me that the funds would be in my account by the end of the day. At this point between having the wrong amount taken had resulted in $210.00 in overdraft fees which I was told would be reviewed and if HMS found that this was because of their error they would reimburse. June 22nd... STILL NO REFUND IN MY ACCOUNT! Called again and asked to speak to a supervisor... Was told one was available but rep called accounting and was still in a pending status. At this point I demanded to talk with a supervisor and David ** called me back and apologized but assured me that the account had been released but again would take 3 Business days but told me to submit my overdraft charges which I did that morning.

Tuesday June 25th 10 days after my initial call still no refund in my account or response to when I would be reimbursed for overdraft fees. Call David again and let him know that 3 additional checks have been returned because of this issue. Demand something in writing and was told that it takes 24-48 for accounting to review and respond. At this point I've called my bank to make them aware that THIS IS NOT MY ERROR!! Today refund finally shows up in my account but still no word when the $305.00 worth of overdraft fees will be refunded. I would NEVER refer anyone to purchase an HMS Warranty and I have told several of my Realtor friends to find a different company for their clients.

Updated on 07/07/2018: My first review was lengthy but it is nothing compared to the amount of time it took to get HMS Warranty to get their act together!!!! As stated in my first review it took ELEVEN DAYS to get the initial refund back into my account... remember I requested monthly payments and they took the entire year without my permission!! Moving forward... I submitted all of my banking information showing the overdraft fees that I had been charged up until June 22nd. I called and emailed repeatedly for several days inquiring when I would be reimbursed only to be told it was under review.

On June 28th after I had requested that David ** the supervisor return my call for 2 days straight I called and got Jenise on the line... poor Jenise had done nothing wrong but got the brunt of my frustration! When I demanded to speak to David ** I was told he was in a meeting. (I had called earlier in the day and was told he would call me back within the hour and that never happened.) I refused to hang up until I spoke to David **. I sat on hold of over an hour and poor Jenise kept telling me she couldn't keep me on hold for that long. I told her I wasn't going to disconnect until I spoke to David **.

Finally an hour and 45 minutes later he called on my cell. He advised that accounting had reviewed and was only approving $105 of my $350 in overdraft charges and that I would need a letter from my bank stating that it was HMS Warranty that caused my account to overdraft. I was told the first $105 would be back in my account the following day June 29th. I jumped through their hoops got the letter from my bank and sent in on Tuesday July 3rd. At this point the $105 still wasn't in my account so I called again and by the grace of God get Jenise again. She feels awful and tries to do what she can to help. I asked for a call back by noon Thursday the 5th knowing they would not be open on the 4th of July.

Thursday July 5th get a callback not from David because he is in "another meeting". Advise the rep that I want a call back from David. She tells me he's in a meeting and they transferred me to accounting. First rep tells me I have to wait until Monday the 9th because manager is out of the office. Again some poor person gets my angry outburst. Finally get transferred to Michelle who reviews and magically sends an overnight check for the $350 in overdraft fees that I had been charged. June 12th- July 5th. Is this customer service??? Oh and Austin still waiting for your call. This company is a joke! Can't wait to see what happens if I have to file a claim. Jenise you are awesome! Thank you for understanding my frustration!!!! You need a huge raise!!!

I used their automated system Sunday evening to place a claim for my AC unit. The system referred me to GREEN HVAC Services in Morriston, FL. I tried calling them yesterday but no one answered the phone. I called them this morning and spoke with Ariel, only to be told that they cancelled my claim because of their booked schedule. Thus, I had to call Total Protect again which referred me to another service provider. Again, I called the assigned service provider (Correll Air Systems) and got no answer. Correll Air Systems worked on my AC unit back in 2016 but it took them over a week to service my AC unit. Two days later and at that point, I couldn't even get a scheduled appointment. So on my own, I went ahead and called a local AC company and managed to get an appointment for tomorrow. The service providers Total Protect uses are sub-par to say the least. Total Protect's customer service didn't care so I've decided to look elsewhere for a Home Warranty plan. #dobettertomorrow

The first service provider I was assigned never returned my calls; the second never showed up; and the third took advantage of me by charging me $420 to add Freon to my system, which provided only six hours of relief. That same service provider provided HMS with its only work order for the job of replacing my system, and it contemplated our coming out of pocket more than $3000 (when the average cost to replace a system is $4000). HMS has so far offered me about $1400 to use a service provider of my own choosing. This, from a company that markets to the consumer in all of its own collateral materials that the average replacement of an A/C system is in excess of $4,000.

I believe both offers I’ve received to date from HMS have been made in bad faith. Several days pass before I ever get responses to my questions. I have found this entire experience to be completely unsatisfactory and frustrating. It would appear that HMS engages in false advertising to the consumer when promoting its coverage of HVAC systems.

Something is amiss when a call to a company requires a customer 40 minute hold times between 3 different transfer instances and representatives who lack ownership of service claims and knowledge of appointments. Sure, it could have been "due to high call volume" or the time of day/week that this unfortunate call duration occurred, but when you have a school teacher wife who is off for the summer making it her mission to call every day to find a resolution to our service request and experiencing the same average wait time with the same average transfer hold times, something is very broken. My wife and I are very patient and understanding people. We can empathize a great deal. It is my hope that HMS Home Warranty address our service request quicker than the person they hired to respond to this review.

Thankfully I called for an update otherwise who knows how long it would have sat without progress. Each time I call, I’m met with a customer service rep that doesn’t seem to have any answers and my service provider is having the same problem. They have not received any communication from HMS in regards to the status of the equipment they have told me that they ordered on June 15. So here we are, a month later, with a through the roof electric bill and no update. Avoid this company if you can!

I'll preface this with my lack of experience dealing with home warranty providers in the past. My experiences with customer service mostly deal in the tech and IT world, and the transparency usually provided in that arena is unparalleled. Thus, I am frustrated with your service system as a whole. My story is this: I had a washing machine start to rattle, smoke, and I realized it was unsafe to use further. I called, and was given a service number, which routed me to a contractor to check into the issue.

Me being me, I checked into the contractor. D rating in BBB, other reviews listing issues with demands for bribery, inability to fix appliances, and other activities not lining up with what I (or likely anyone) would call good service. I called and canceled their visit. Following this, I attempted to call and find a different contractor to provide service. HMS delivers, and sends a contractor from a reputable service provider to check the washer, identifying it as non-repairable.

The tech sat in my house for over two HOURS trying to contact HMS and identify my washer as non-repairable in order to move my ticket forward. He was in my house until 8:30 at night. What makes it so hard to append this information to a ticket and forward it? This seems unreasonable. Tech identified that it would likely take 48-72 hours for HMS to process everything and set me up for a visit to get my new washer installed, but that I should probably call in the morning to verify that the ticket had moved forward to authorizations.

Good thing I did, too. At this point, my claim ticket still doesn't show in their online system, and when I called, they were unable to pull up my ticket by either my phone number, contract number, or even the ticket number they had given me! HMS provides no transparency on movement of service tickets through their system -- this means I had no idea that my ticket had never been forwarded to authorizations. The nice lady was able to move my ticket forward, and told me I would get an answer back in 48-72 hours. I didn't really understand why it took so long, but ok.

Fast forward 3 business days, and I call back, having heard nothing. Again, unable to pull my information up by my phone number, contract number, or ticket number. After about 5 different numbers associated with my claim, she was able to pull the information up by one of the original service numbers. I asked what the status of my ticket through authorizations, and was promptly informed it never made it there.

She offered to e-mail them and expedite it, since it's been 3 weeks I've been out of a washing machine. I thanked her, but stated that this is what I had been told on my last call -- she was unable to connect me to anyone with a tie to authorizations, or a manager of any sort, instead telling me I would get a call back within 24 hours. Am I being unreasonable in thinking this is unacceptable? Due to my inability to get resolution on my issue, I am going to take this message and post it to each available review site I can find. If this is not resolved by the end of the month, I will be taking my money to another service.

When I call in though, it’d be nice to get a menu where it says, “For preventative maintenance, press here.” That would be helpful. One time, I had a hard time finding someone to come out and check the HVAC system. They got a guy that was almost 200 miles away to come down here. But he came down and did a great job. Also, for one plumbing call, the guy was disinterested but it was the first time that it happened. He tried to get me to pay him money upfront but I told him no. I sent a note to the company telling them that I wouldn’t ask him again to come out. Most guys who come here do really good checks and spend time. A few years ago, some guys put a new heat pump in for me and they were really worth the money.

TotalProtect has always been good for me. I actually recommended my son to get it. If you have a maintenance problem, TotalProtect is just good to have. It’s nice to have someone to call if you need anything. Also, you know what the cost is upfront rather than somebody coming in telling you one price and nothing. It’s $125 for the call now versus not knowing. Our HVAC system was very expensive, so it saved me several hundred dollars out of pocket cost even though I pay every month. It has been a good deal.

The last work I had done was on my air conditioning duct work and the contractor came out of Prattville, which is a 45-mile drive to home, but he said that he’d be happy to come back and work on air conditioning problems that I might have, if requested. Also, there's the cost factor in paying the deductible, especially if I was just getting a ceiling fan job done, which I've had them do for me twice before. But other than that, the work performed has been very satisfactory. Cross Country's home warranty plan is a great thing and I would recommend it to people, and in fact I’ve had several people join them.

The other day, I had trouble with my dryer and I got a man that told me I was gonna need a whole new drum. I came to find out that he didn’t even turn in the money I paid and TotalProtect never saw him again. Sears then came out and the tech said, “Right there, you can see the broken bearings. It won’t take $10 to fix it, and you don’t have to pay your deductible now because you’ve already paid.” I also have a regular claim every year on the air conditioning. I had one this year when it wasn't cooling, and the man that came out said, “I’m not gonna charge you. I’ve been here before.” He went upstairs, came back and said, “I put the cold in there last time and it has leaked down. We guarantee our work for the life of it, so I refilled it with Freon. If it starts not cooling again, go ahead and call me and I’ll come and fix it.” I’ve already recommended TotalProtect once to one of the girls at work.

I called Total Protect, was given an a/c company who was unable to come look at it for 5 days. I immediately called Total Protect back & advised them that I could not wait due to the heat as well as recovering from surgery. They put a 'medical emergency' on the claim & referred to a different a/c company.

The new company came out next day. The 21 year old unit had blown the compressor. They recommended replacing the entire unit as the compressor had previously been fixed. Total Protect received the necessary paperwork that day. This is when they decided to be super cheap as well as penny wise & dollar foolish.

They advised me that it was with research & I should have an answer in 36 hours. Lie.

In the meantime I had someone else come look at the a/c. I was informed that the compressor had indeed blown & they too recommended total replacement. This was a friend of a friend. I was advised that a new compressor would cost over $2000 & probably wouldn't last long as the old one had burned out & the wiring was melting. A complete replacement would cost $4500. I inquired as to the turn around time & was told the job could be completed in 1 day & they could do it the very next day. My intention at that point was to cash out with Total Protect & have this company do the job. But Total Protect was still 'researching' or some such nonsense.

It took Total Protect 8 days to reach a decision. I called them daily for an update. Every day I was told the same lies. Research will have a decision within 36 hours. We have placed this under a medical emergency. We have put an escalation on this claim. Claims needs to go over your options with you. I hate to think how long it will take without that. As of this writing I still have not been given my options.

We have had a 2nd & 3rd heat advisory here in the desert. The temp hit 113 degrees & is currently hovering between the 105-110 degree mark.

It has now been 12 days. They have decided to replace the compressor instead of the unit. They ordered it. When it will arrive & the a/c company can fit me in is anyone's guess. So at this point in time they still are unable to answer my question as to how long this will take & whether I need to get a hotel or rent an apartment for me & my children (2 legged as well as 4 legged).

For fun I calculated the cost over the (18) years of paying premiums to home warranty companies, subtracted the amount it would cost me out of pocket to replace all the appliances they have replace/fixed as well as the cost of replacing 2 a/c units & found I would be $5000 ahead as well as been able to choose my own contractor & have the jobs done far more quickly. I did not even add in the 'deductibles' I paid.

Do yourselves a favor. Bank the money every month that you would be paying & then when you need it you will have it. If you really feel you need a Home Warranty company, avoid this one like the plague. They could care less about their customers.

Updated on 07/18/2018: CROSS COUNTRY HOME SERVICES is the parent company of at least 20 different Home Warranty companies including Total Protect Home Warranty.

7/11/18 Received call from Total Protect. First I was told that (after 29 days) that I had a lodging allowance meaning I could have been in a motel all this time. Then the rep told me that she was looking at the wrong contract. So in other words stay put & sweat the desert temps. Essentially the call was a whole lot of nothing. No news. They're still trying to figure out what to do. After 29 days this company has no clue as to how best to proceed. They are taking their sweet time. Medical emergency & escalations don't do anything to speed up the process. If anything they are proceeding at a snail's pace.

After 34 days the a/c was repaired. Although I was assured by Total Protect Home Warranty in writing that I would not be responsible for a second deductible or the non-covered expenses as I had already paid them to the other a/c company that refused to honor the 90 day warranty I was required to pay to have the job completed. Have not heard from Total Protect Home Warranty for 6 days, since paying the a/c company an additional $536.

1st Phone Call: TotalProtect issued a job number and gave me the name and phone number of the vendor to call to confirm my appointment. I called the number and the company told me that they were too busy to service me at this time and to call TotalProtect back and get another vendor. 2nd Phone Call: TotalProtect apologized (pointless because they should have better communication with their vendors to know who is available and when!). I was issued another job number and given the name and number of a different vendor. I called to confirm the appointment (which was supposedly scheduled for the next day) and IT WAS A NON-WORKING NUMBER! They gave me a disconnected number and did not even know that this vendor was no longer in business!!!

3rd Phone Call: TotalProtect gave me yet ANOTHER claim number and name and number of a different vendor. This vendor also told me they could not service me for more than 2 weeks because they were so busy! 4th Phone Call: TotalProtect gave me yet ANOTHER claim number and name and number of a different vendor. This vendor said they would be out tomorrow between the hours of 1pm and 8pm.

After taking of work, I waited... and waited... and waited... and waited. No one showed up between 1 and 8pm. I called the company back (after having confirmed with them the previous appointment to which they did not show) and told them that now one ever showed up. They PROMISED that someone would show up the next day.

And FINALLY someone showed up the next day. I was elated... until his visit consisted of 10 full minutes in which he took one look at my air conditioner and, without even asking me to turn on the unit, or climbing into the attic, or asking me to turn off the breaker to the AC, he said, "Oh, it is just your air conditioning blade." He took the blade and wrote up an invoice. I asked him, - "Are you sure you don't need to turn on the unit to see if it is getting power or if there is enough Freon or if the part of the AC that is in the attic is working properly?" And he said, "No. I can see that it is your fan blade." Then off he went to order a new fan blade. This was on a Friday. By WEDNESDAY, the fan blade had still not come in.

5th Phone Call: On Thursday, I called to see if the fan blade was in (mind you, I was sitting in a house that was 92 degrees inside, with 3 dogs who were panting continuously, waiting for this inept company to do their job and make a difference in my home - AFTER ALL, I HAVE BEEN PAYING THEM FOR ALMOST 7 YEARS EVERY MONTH ON TIME) and they said it was. They said they would be there between the hours of 1pm and 8pm AGAIN!

So AGAIN, I took off work and waited... and waited... and waited... and waited... nobody ever called me to confirm that they would actually be there. So I called them, yet AGAIN (6th phone call). I was informed that the part had, in fact, NOT come in from Houston yet (Houston is only 2 and a half hours away-and at this point, I would have driven to Houston MYSELF to get the fan blade) and that someone would be there the following day between the hours of 3pm and 6pm to install it. I waited... and waited... and waited... and waited... no one ever showed.

7th Phone Call: I was so angry at this point that I called the emergency after hours number and was FINALLY able to reach someone who said they would come out to install the fan blade (because he said the part was finally in). He DID show up. I was so happy! I could not believe that all this was finally going to work out and I would not be spending the weekend in 100 degree heat without an air conditioner in my home. (This was Friday, June 22, 2018).

The vendor showed up-and in the process of installing my fan blade-BROKE THE BEARINGS ON MY AIR CONDITIONING UNIT! So, needless to say, I am sitting here in 97 degree heat wondering why I have been paying my monthly premiums for this kind of service! I will be contacting an attorney on Monday!!! BEWARE of TotalProtect ---Because they are a TotalDisappointment!!!

They assured me that it would be switched over and taken care of. So I waited over a week. And then, I finally called back and said, "Nobody's calling me." I'm in Arizona and they said, "Well, we can't find anybody. Are you close to Texas?" Texas is 10 hours away. I'm not close to Texas so I said, "No." And then they said, "Well, how about Vegas?" I said, "How about Phoenix?" Phoenix is half an hour from Arizona. So, I wasn't very happy about that.

They finally did find me someone but I called back again and said, "We're on our second week now. What is taking so long?" I called the 1800 number and I thought I was getting connected to customer service, but it actually forwarded me to a repair company. And the repairman said, "I've been trying to get a hold of you, but I had the wrong phone number and the wrong email, so I finally called Cross Country and told them that they had given me wrong information. I couldn't get a hold of the customer." So, I gave him my correct information and said, "When can we schedule for you to come out?"

When I told him the model number of my washer, he said, "Well, I don't work on those." So then, another week had passed. We're on our third week. And then finally, I said, "Look, it's a Kenmore machine. Call Sears. They repair Kenmore machines." And so then, Cross Country finally did send somebody out to repair it. He came out, diagnosed it and he said he couldn't fix it that day because he had to order the parts.

They did order parts and the parts came a week later. A week after that, a different technician from Sears came and he said, "What am I doing?" I said, "What do you mean what are you doing?" I said, "This box of parts came and you're installing it." He did not have his right tools to install it. So he left. I've been waiting week after week after week. He left and told me, "I'm gonna go get the tool. I will be back." He called me at 6:00 or 7 o'clock that night and he showed up at 10:00 AM. He said, "Oh, well, I had to go to my other job and your job is gonna take too many hours, so we're gonna reschedule you for the next day."

So that was a big fiasco and I was not happy at all. I'm in Arizona and we are getting very, very hot right now. If my air conditioner goes out, there's no way that I could possibly wait that long, in a 115 degrees. Bottom line, they did end up installing the parts and everything is done. The experience was awful. Then, unfortunately, my air conditioner did go out recently. I called them and they found a repair company. The people came out the next day and fixed it. So, that was a normal good experience. I've been paying my monthly premium to have that type of insurance. It pays on my mortgage for five years. So I was not happy that I've been paying and then when I went to use it, I had a very bad experience. Nevertheless, they did redeem their self with my air conditioner and I'm very grateful for that.

One time, that company came out and then something else went wrong, and TotalProtect was gonna send another company out. The guy from the other company called me and he was more interested in getting my payment than he was fixing the unit, and that was a problem. Other than that, The techs come out and do what needs to be done. They try to explain to me what they’re doing and I try to understand it. If it’s not working, then they come out and when they leave, it’s working. So, it’s a job well done. TotalProtect has been fair with me and I'm very much satisfied.

So far, everything is good and the house is in fairly good condition. In the past, we filed claims with Cross Country for the dishwasher and the stove. The stove was getting some years to it, so it was replaced with a new one. The dishwasher is new too. The garbage disposal unit was clogged up and they replaced a pump and the liner there at one time, and the repair work done was fairly decent, quick, and easy. I would recommend Cross Country and we've already recommended them to my sister-in-law and brother-in-law.

I have the premier package that covers well and septic. So I call the warranty company a few hours later at 11 a.m. to find out what's going on and am told they are looking for someone to come out. I call them again at 2 p.m. And this time they say they closed my case because the plumber said the pipe wasn't installed correctly. How does he know this if he's not even certified to fix it and why was I not told this when I called at 11. I am now waiting for a call from a supervisor and still have a main water pipe that is leaking.

Updated on 06/27/2018: This is a follow up to a review that I wrote 6 days ago - and was posted here 4 days ago. We are on day 19 of no A/C in Florida. The part supposedly was received by the company contracted to fix our A/C 5 days ago but came in damaged - we had already not had air for 14 days. TotalProtect did not overnight the replacement part, so once again, we were looking at another 4-5 days waiting for the part. Today, June 27, the replacement came in, again damaged. Our case manager, Nicole, said she would see if they could “expedite” the part, but she’s not in charge of that department so all she can do is email them and ask - meaning, it’s not her fault if they don’t - and after dealing with this company it also means they absolutely will not expedite anything. So now we are looking at 3 weeks with no A/C. We have 5 children and a dog that has started to not be able to keep his food down. We don’t have any family in the area to go and stay - so once we ran out of the 6 emergency nights in a hotel that our warranty provides (actually I put the claim in for hotel reimbursement, that may be another issue) we’ve had to stay in the house that is still 90 degrees when the sun goes down. Honestly, I have never written a review in my life - we are pretty easy going and understand that things happen, but there have been several opportunities during this ordeal that TP could have done something to help and they have refused. Our only option that we have been given is to sit and wait for them to call us with an update.

But sometimes, the contractors don’t do 100%. They hope something else breaks down in the process. So you gotta watch them. I had a secondary heating system and TotalProtect said they couldn't repair that because it was not the primary system. But they told me if I pay extra, they could do it then on the warranty thing. Also, I used to pay $60 for a service call, but now I pay $100. And you have to pay for the parts.

When calling HSA and speaking to over 20 customer service members and 10 supervisors I was assured, promised, and adamantly told NOT TO WORRY that my family would be on the PRIORITY MEDICAL EMERGENCY LIST. However, in between the dates of May 5, 2018 and June 8, 2018, OVER A MONTH OF **- HMS supervisors and customers service members have lied, manipulated, and schemed to endanger my family's well being and health by not installing the compressor until June 9, 2018. However, once it was installed it did not work! As I knew it wouldn't!!! Nevertheless, HMS sent out the service provider on June 14, 2018 to assess the overheated compressor. After he assessed the air conditioning system he concluded that the entire unit as well as inside needed to be replaced.

I IMMEDIATELY CALLED HMS while the technician stood next to me - I called to tell them that the service provider was there and what was going on. I was then put on hold for over an hour only to have the customer service members ask, "Did the service provider come to look at the unit today"? (Incompetence at its BEST!)

It is now June 21, 2018 and I was told by several supervisor and customer service members on Thursday, June 14, 2018, Friday, June 15, 2018, and Monday, June 19, 2018, "NOT TO WORRY BECAUSE I SEE IN OUR NOTES YOU ARE A PRIORITY MEDICAL EMERGENCY"!Really??? My wife spoke to a supervisor named Sherry who stated on Monday, June 19, 2018, that the equipment was ordered. Finally, I THOUGHT! Because of the severe distrust I have for HMS I called on Thursday, June 21, 2018, to check the status. Sure enough - NO UNIT WAS ORDERED BY SUPERVISOR SHERRY. The supervisor I spoke with stated that the unit was ordered on Thursday, June 21, 2018. So much for being on the priority medical emergency list.

Since May 5, 2018, my wife and daughter have tripled their treatment regimens for ASTHMA in an effort to BREATHE somewhat normally, we've had to purchase TWO HOUSEHOLD AIR CONDITIONERS to keep as cool as possible. My 4 year old daughter has been in distress for several weeks and cries herself to sleep because of the heat and humidity to NO FAULT OF HER OWN. Over the past few week or so the temperature in the home has reached temperatures of 93 degrees.

As I have stated to EVERYONE AT HMS HOME WARRANTY - This is a direct ATTACK on my family through the massive amount of incompetent workforce at HMS that I have encountered throughout this process. No one would want their family to endure such tomfoolery because people aren't doing their jobs. As I move forward, I will be produce evidence of both supervisors and customer service members LYING, HANGING UP ON ME as well as keeping me on hold for HOURS at a time just to NOT provide a service that was promised through a binding contract. You may not care about my family but I DO!!! You all should be ashamed of yourselves and lucky that your 4 year old and wife are not suffering as mine are.

It takes, on average, five days to dispatch a technician. And when the technicians came out, they always have some kind of attitude. It was a horrible experience with our refrigerator issue. They kept that ongoing to where we had no refrigerator for three months. I have a toddler at home and I kept calling and calling them when he got sick. We had to purchase a small refrigerator and we lost about $400 in food. TotalProtect wouldn't reimburse us for anything and they told us that it wasn’t their problem, but it was the company that was coming out and that really kinda angered us.

For our water heater, a technician came out and he said that he wasn't even gonna look at it as it was rusted. He said that we needed a new one and that would gonna be $125. He collected the fee and then a couple of days later, we had to call because we haven't heard from anybody. It was four days with no hot water. There's just something.every single time. I definitely would not recommend TotalProtect to anybody.

I recently submitted a claim right before we sold the house. Something came up with the air conditioner. I called Cross Country and spoke to representatives on numerous occasions and I got updates so it was resolved in a very timely manner. The company that did the work for me was very good and I was very happy with them. The company I had before with another claim were also good but they weren't quite as good as this last group that I worked with.

I've submitted claims over the years and they didn't cover certain things, which when I went back and looked, I said, "Yes. It ain't in the original coverage," and certainly, I could have bought that coverage, for it was one of those things where it probably would have made me buy it. Case in point, we had a garage door opener go out and that wasn't covered. And we had a washer dryer go out and I knew that wasn't covered so I never even tried to submit a claim on those. But overall, Cross Country is a life saver. Usually, when something is wrong which is very unexpected, you may or may not have the funding to support the repair. I'm very satisfied.

The third guy called by HMS came after several days of delay, but was told by HMS not to do any work because of their dispute with the second guy. The fourth guy was too busy to take an appointment. The fifth guy determined that both coils were leaking, and HMS had to admit they are liable. Now HMS wants me to pay $1,200 to jury rig my equipment so they can use discontinued aftermarket equipment from another company to replace the coils. This after nearly three weeks without AC!

As far as I am able to tell it seems that all this company does is transfer phone calls and blame everyone but themselves for their inability to provide the services required to be an actual business. They even continually blame the local service provider that THEY chose and required us to work with! 90 degree heat and humidity is one of the joys of summer that is to be enjoyed in small doses. HMS has taken the joy out of summer and of being a homeowner. Maybe our AC will be fixed someday, but I'm not holding my breath.

My other claim involved a leaking water heater, some might call this an emergency which needs to be addressed, well not the warranty company. They took over ten days to do anything. I called everyday to try to speed up the process to no avail. Eventually we decided to just have the work done on our own and ask for reimbursement. When the warranty company told us what they would reimburse it was about a third of the actual cost.

Overall this company is terrible, they contract with third rate vendors who do not respond to either the customer or warranty company. The warranty company does not answer your questions and refuses to replace items which are obviously in need of replacement. I would recommend instead of paying money for the warranty save it so you can use it to hire a reputable service vendor and have repairs done on your own. I cannot stress enough how bad the contractors they use are and how terrible they are to deal with.

Checked online on 6/7 for a status update and it showed "waiting for parts" so I called customer service to see if there was anything else I had to do, they stated the claim was approved and parts were being ordered and to wait a few days for the Service Tech to reach back out to me to fix my A/C. Called on 6/8 and was told the part still hadn't come in yet and they couldn't tell me where it was ordered from or being shipped to! Called back on 6/11 since I didn't hear from the Service Tech and was told by HMS my claim was denied due to pre-ex issue. I asked if she was sure because I had been told all week long it was approved and waiting for parts. I said there was no known issue with my unit and it was working fine the morning I placed my claim. She then put me on hold and came back and said it was approved but denied and I had to pay $300. I asked for what and she stated disposal fees.

I was so confused as to what she was saying. She literally was talking over me and I kept saying, "Ma'am, ma'am, I'm trying to speak" and she just hung up. Called back in tears. I was so frustrated at this point as I felt I was being given the runaround. Got a hold of someone else (after they told me a Supervisor wasn't available) and informed the Rep what the Tech told me in my home and that there was no known issue with my unit. She stated she would reach out to the Service Tech to confirm details about the service call and see if the decision could be overturned. She called him while I was on the phone and he told her he did not say it was a pre-existing condition so she was submitted for it to be overturned and to call back in 3-4 days for an update.

Service Tech called me on 6/18 to see if I had heard about my claim and I told him they were trying to deny my claim due to pre-existing condition and he confirmed that HMS in fact, did reach back out to him and he told them he never stated that. Called HMS back on 6/18 for an update and was told the claim was denied due to pre-ex issue. At this point I asked to speak to a Supervisor AGAIN because I read the terms of my agreement and THEIR AGREEMENT states, "We will cover an unknown pre-existing mechanical failure provided the failure could not have been detected by visual inspection or simple mechanical test in the Buyer Conversion, Buyer Direct, Open Direct or New Home Warranty on the agreement effective date.

A visual inspection of the covered item is considered to mean the viewing of an item to verify that it appears structurally intact and without damage or missing parts that would indicate inoperability. A simple mechanical test means the ability to turn the unit off and on verifying the item operates without irregular sounds or smoke that may indicate a problem". As stated before, there was no way I could have known about an inside coil slow leak and my unit has been serviced every year and was working fine up until the day I placed my claim. There was no KNOWN pre-ex condition.

I was told on 6/18 that a Supervisor wasn't available and would call me back in 24-48 hours. Today is 6/20 and of course no one has called me back. I called HMS today and was told it's 24-48 business hours and when asked what that meant was told they didn't know because each department had different working hours. I asked if I could hold for one and they said one wasn't available. I read the terms of their agreement to them over the phone and was told only a SUPERVISOR could send in for an appeal!!! BUT I CAN'T GET A HOLD OF ONE AND ONE WON'T CALL ME BACK!!! TALK about doing everything not to pay a claim. They won't even honor their own words in their agreement.

I was told they couldn't get a service rep in my area. Can not recommend this company. I have been paying for over 6 years and can't ever get service quickly and professionally.

I am paying for a service and not receiving what the company promises.

I am very disappointed in this company.

I called back the company and surprise the second one could not take the job and my claim was transferred to another company???

Worst service I never imagined

I had to make two or three calls to get someone to come out. We went into a circular call tree and it took forever to talk to someone, but once we got a hold of them, they were adequate. The reps were fine and one of them helped me on the phone and made sure she’d find a company to come out. Meanwhile, I was in the house without AC for five days. I have one of those Ecobee units with smart thermostat and a guy came to fix the AC situation. We’re in the middle of a heat zone now, so hopefully, the AC would hold up.

I also had issues with water discoloration and the first contractor stated I needed to flood or clean out my hot water heater, and then he would come back if that didn’t address the problem. I told him I didn't know how to do that and he told me to YouTube it. But I expected him, a plumber, to do that, and he got the $100 deductible for 15 minutes worth of work. That was a waste of my time and money, but at least I knew what the issue potentially could have been. I then had another issue with plumbing but I called my own plumber versus calling HMS because of the deductible and that my own plumber came immediately.

The second time, which is currently ongoing, we called HMS 11 days ago because our air conditioner stopped working - it took 3 days for someone to come look at the unit and since then nothing has been repaired and the temperature has been close to 100 degrees (which for me, my wife and our animals has been almost unbearable). We have called HMS every day to get a status update, and they said they escalated it to an "emergency" status but still no response/fix from the vendor. The vendor also indicated that there was a problem with power to the unit, but the unit turns on and doesn't output cold air, so our worry is that the problem is misdiagnosed and we'll just be waiting longer for HMS to get to the root cause and fix the problem. I would say keep your money and just pay a vendor to fix your issues because based on my experience, HMS and their low-quality vendors don't really care about anything but the money.

Updated on 07/11/2018: I wrote a review 3 weeks ago about my air conditioning not being fixed and it still has not been fixed (with local temperatures in the high 80s and 90s). My wife and I have been calling the service provider and HMS almost every day, and both the service provider and HMS are saying the next steps to fix our AC is on the other business (i.e., neither one is taking responsibility). Meanwhile, the replacement parts to fix our AC are sitting in a warehouse a few miles away waiting to be picked up (they've been sitting in the warehouse for a week) and neither company is doing anything. It's been over a month in the middle of summer that we have been without air conditioner and both of these companies have been paid to fix the problem but neither one seems to care about honoring their commitment to the customer. Very disappointing.

Some of the service order people will take longer to come sometimes and some of them will say they'll call me back but they don't. I just call Cross Country back up and they'll give me somebody else. But all the contractors were nice and courteous. All of them fixed everything that I had. When my washer messed up, the contractor came here and told me I got a new washer and I love it. When there were a couple of ceiling fans messed up, they gave me some new ceiling fans. Overall, Cross Country is good and I have recommended them to a couple of people.

We try to get the same technicians back as long as they're still in the program. Since they've been here, I always ask and that's another reason I like speaking to a rep. They'll check and see who we had, but I had it documented, and if that person is still in the system then we get them back, which makes it easier because they're familiar with our home and with what they've worked on previously. I just dial that one number and I don't have to worry about finding somebody because nowadays most of these small businesses don't like dealing with just a little person. TotalProtect is well worth the money and we've told quite a few friends about it. They take care of everything and help the best they can.

Updated on 06/20/2018: Nicole called me from HMS this morning (6/20/18) in response to my complaint to Consumer Affairs on 6/18/18. She informed me that my washing machine is not covered because of rust, which is excluded in the warranty. If they knew they were not going to cover it, why didn't they just tell me in the first place? Why would they take four months to tell me? I wonder how long this would have dragged on if I had not contacted Consumer Affairs?

As for the stove, she told me that the Tech. who came out in February for the same appointment as the washing machine, did not provide them enough information. Therefore, on 4/26/18 they made an appointment for the tech to come out on 4/26/18 (yep 4/26) and sent an email to me on 4/26/18, the same day! Crazy. First of all, they made an appointment for me without my permission. Secondly, they scheduled the appointment for the same day. Lastly, I never received their email. What kind of mess is that?

As it happens, I did get a call from a Tech on 4/26 stating he was on his way. I told him I did not have an appointment with him and that someone had already been out in February to look at my stove. So I refused to let him come to my house. I don't make a habit of letting someone in my home under those type of circumstances. He could have been a scammer or worse, for all I knew. I informed HMS of this, but they never got back to me. So now I have an appointment with a third party contractor, Sears, which Nicole made for me. She and told me that I didn't need their telephone number because it was not necessary for me to call them. She advised me the Tech would call me the day before to confirm the appointment.

In my response to HMS today, I let them know that I was very disappointed in their service. However, I understand that business is business and perhaps for them, it's ALL about the money and not necessarily good customer service (except Nicole), or replacing big ticket items. Anyway, we'll see what happens with the stove. Oh wow! I just realized I forgot to mention to HMS my experience with my dishwasher claim. But I'll take that up with them after we resolve the stove issue. I don't want any more confusion and delays. I'm wondering if after all these years should I stay with HMS.

I spoke with Kaitelyn (Supervisor) with no avail. She also mention they are not responsible for their preferred vendors incompetence, and I had to pursue them personally.

She suggested I get a second opinion, I said OK, but I will higher a reputable expert in town. She was quick to point out I need authorization, I politely asked for authorization, and was denied, she said it has to be one of their preferred contractors, which again I am responsible for if the cause further damage.

5. 102-104 Degrees with a 6 month old baby in the house. ( they don't care)

Homebuilders Association

I will have a duty to articulate my frustration and concerns on any of my colleagues experiencing this autrocity of service and responsibility. I trust they will spread the word.

Hopefully I can upload the initial diagnoses

MY Contract number is **

For the second/third claims (refrigerator leakage), HMS again sent out low budget technicians who classified the problem as "poor design"; HMS authorized replacement of a generic part which temporarily delayed the leak but did not fix it. Again, they don't replace equipment, they patch it. This latest flail is the last straw. A week ago my water heater self-destructed and leaked all over the basement.

This time the designated "Service" provider, a one-man effort with absolutely no demonstrated professionalism nor sense of urgency, eventually arrived, spent 3 1/2 minutes diagnosing the problem, didn't bother to confirm the water was secured to my moderately frantic wife, then spent half an hour in his truck 'writing up the job'. He did, however, return to get his $50 service fee. [NOTE: Of the four different service providers HMS chose, NONE of them are listed (even under 'honorable' mention) as recommended companies in this county's annual evaluation of local service organizations. Not certain what one has to do to get on HMS' preferred list but technical competence, customer relations, reliability and responsiveness aren't in the decision criteria.]

That was seven days ago; we are absolutely NO closer to any sort of closure due to a near-tragic combination of corporate incompetence, malfeasance, ineptitude, subterfuge and miscommunication. I have tried to contact someone, anyone, at HMS Home Warranty who has any idea of the actual status of my claim (they all put you on hold to "read the notes" but NONE of them report a consistent tale, much less any progress, upon their eventual return). [NOTE: This was when I was able to actually successfully work my way through their (probably intentional) confusing/repetitive/substandard 'phone maze' which, conveniently for them, automatically hangs up on you over 50% of the time.]

While, occasionally, you'll reach a Customer Service representative who appears to express concern and intent to 'get to the bottom of this', for the most part, it seems their job is to placate the caller with hollow assurances HMS is hard at work in resolving your issue as soon as possible. In truth (at least in my experience over the last two years) they provide minimal information, maximum promises and negligible results. I have been promised specific actions would be taken (e.g., referral to a supervisor, "expediting" the claim to gain higher visibility/greater action, ordering of repair parts, contacting the service provider for updates); each and every one of them a lie confirmed by my call the next day.

I have demanded to speak to supervisors who, conveniently, were nowhere to be found. I have repeatedly asked for callbacks and an updated status; not one of my six requests ever received a response. HMS' claim in their brochure that "you have 24/7 access to Customer Care representatives ready to assist when you need it the most" is absolute doo-doo (per the censors).

Normal HMS processes involve the service provider forwarding his diagnosis and recommendations for repair, HMS "Authorizations" Department making a decision on how to proceed and notifying the S.P. what can be done. Then the S.P. orders/picks up the parts, coordinates with the customer and makes the repairs. After seven days on my claim, the HMS "Authorizations" department hasn't even made a decision as they’re still waiting on information from an increasingly worthless service provider.

No parts have been ordered; no action has been taken. On top of that, they haven't "Expedited" this repair; there is absolutely NO indication that HMS is even aware of the implications of the equipment failure, much less exhibit any sense of urgency on the repairs. I'm not certain how, exactly, continuous delays and total inaction increase their profit margin but they are in no apparent haste to spend any of the money I've already sent them to address this claim. There is NO indication, at any level, they have any concern whatsoever in meeting their contractual obligation.

I am now on my seventh day without hot water; the earliest opportunity for relief will be day number 8. HMS Home Warranty (soon to be Cinch Home Services) has consistently demonstrated gross incompetence, negligence and an overwhelming exhibition of "couldn't care less" attitude in dealing with my latest claim. In fact the ONLY area HMS Home Warranty exhibit any form of aggressive action is in renewal of your policy. Douglas Stein, President, HMS, should be embarrassed, if not ashamed, of his company's performance in this matter. The only reason I'm choosing one star in the ratings is that negative numbers are not available. If you are researching possible home warranty companies and are considering HMS/Cinch, I beg of you, for all that's holy, avoid this organization at all costs. They don't work, and they don't care.

Then I have to call their customer service, always get someone in India that can barely speak English, and they proceed to tell me the date the service technician scheduled is "not available", and I have to reschedule yet again. The last Sears tech that came out, said we needed to replace the water line and that "should" fix the problem. We did, and it did not fix the problem. Couple of months ago, the defrost fan starting freezing up, and we have to defrost it about every 3 weeks. Now the whole fridge side it not cooling, and all my food is spoiled.

I have spoken to so many people at HMS regarding this, Katie, Gabriel, Brian, Sheryl... and Sherry at Cross Country 3/12/18. They informed me they did not have the service records from Sears (how is that possible?), that they would request paperwork, and send it to authorization department for review and someone would be contacting me. It is now 6/19/18, I have not heard from anyone. The money spent on technicians, parts, time off of work-could have easily replaced the refrigerator by now. Which is what it states in the paperwork.

"The agreement addresses the mechanical failure of appliances and systems in your home. Should they fail to function as designed, we will schedule a technician to diagnose the failure and report the finding to us. We will make every effort to repair the item, if we are unable to repair the item, then we will replace it with a model of comparable features." Yet, I have been told by Sears, HMS has to make that call to replace, and HMS says Sears has to make that call to replace. And I cannot get anyone to call me back, or follow through on anything I have been told would happen. I think the warranty is going to expire soon, and that is the plan... to do nothing.

I have been more than patient, now all my food is spoiled and the fridge is not cooling and I want a replacement! Jackie ** would purchased the warranty. Is not going to use you anymore, and needless to say, neither will I. I would contact the CEO, but his email is not available. This home warranty is a total rip off! Would not recommend anyone purchasing one, especially from this company. Reporting to BBB. Highly dissatisfied.

I had one occasion where I called about a drainage problem with my kitchen sink. I needed it to be fixed by a plumber and a plumber was selected. He came and he told me after he talked to the people at TotalProtect that the claim was not covered after all. I had to pay him his regular fee in addition to the $125, that’s now in place where it used to be $75. And I was unhappy about that because the initial person at TotalProtect should have told me it was an uncovered claim. They treated it as covered and then when the person called in, they found out that was not true. That cost me extra money unnecessarily. But he did very well. He hated to have to charge me extra because he knew I thought it was covered. It was just clearing a drain and running a device down a pipe to clear a clog.

We also had one for the washing machine when it was making a very bad sound. I called about it and someone came. They selected Sears repair people to come and the fellow came. He said those were bearings that needed to be fixed. I was gonna be gone for a while so, I said we would schedule it when I come back. We did and the person came and they had to order different parts.

The parts finally came and then the repairman came. He said I was gonna have to have somebody move the washer out of the place where it was because he didn’t have room to work there and he won’t put it back either. I had my son-in-law move it in the garage in an open area where he came and installed the parts. And he begrudgingly agreed to push it back into place for me and I didn’t have to get my son-in-law back. The guy said they’re not allowed it to do that. I said, “Well, what am I supposed to do?” You couldn’t even attach the water lines. They wouldn’t reach from where he had it in the garage to where it was supposed to be. But he attached it.

It had been a while since I ran the washing machine. So, I started a small load and fortunately, I was fairly close to the machine because it started filling with water and the water never stopped. Pretty soon, it was pouring over the top. I set it for small load and no matter how big the load is, it shouldn’t pour out over the top. I ran outside the house and shut off all the water to the house just to make it stop. And I was sweeping and sweeping to get the water filling the garage out to the street. I finally got the water mopped up, swept out, and called them. They came a week later and it was another substantial period of time before I could get somebody.

The guy came back and he understood that whatever he had done, he didn’t finish something because I had that problem. He took the front of the machine off, this time he didn’t move it out of it’s normal space, and he found that a vacuum line was not connected and that vacuum line needs to be connected to signal the electronics of when to stop putting water in it. He just re-attached it and that was it. It was a simple claim. But he wondered if I had inadvertently undone it. How the heck could I do that? I can’t even get the front of the panel off.

He was much nicer on the second visit than the first time. But it was about three weeks between when the first person diagnosed the problem. Then, waiting for the parts, getting the guy there, and then getting them back again. This was quite a space of time, so that made me pretty unhappy. But they fixed the problem and it worked out okay.

On May 21st when I called for the order, the AC technician came by and he looked at it, and he said, “You’re gonna need a new coil.” But they have not returned or told me whether they’re gonna repair that coil or put a new coil. On the other hand, speaking with the CS rep went well, also with the company that came. The techs told me that if I had any questions about what’s going on after they came, they said that I would have to contact the warranty company. And I’ve tried to contact them and I went through ServiceBench but it keeps coming back saying "undeliverable".

Service Champions was very professional. They diagnosed the problem and did a fantastic job. They told me not to use the downstairs furnace because I could cause a fire. Their guy gave me the price on a unit and it was $3,000. And then they needed a part of a motor which was $700, and the price of the repairs was about $4,500. The price of a new furnace was $6,100 and the old furnace itself was 27 years old. So I told them to just put in a new one, and they did. It was all approved by Service Champions and I thought, TotalProtect. But then I found out that TotalProtect didn't approve it.

I fought with TotalProtect for four months and didn't get any local help. You couldn't contact the same person that you talked to before in customer service, plus there was no record of calls. It was lousy. They put us on hold forever. Sometimes we waited 45 minutes or an hour and nothing was ever happening. I was also told that the Service Champions they used wasn't the same ones that I've used. They added that it was the same company but one's in Northern California and other in Southern California.

It was a terrible experience and I don't know what the big problem was but TotalProtect wouldn’t give us anything until it got turned over to a lady at the corporate office. She got involved and was very helpful. She approved everything but then she said that they can't pay the full amount. She ended up giving me $3,000 and sent a check within 24 hours. Everything was settled and I'm very well pleased with them now. I'm still paying their monthly fee.

There was also an instance where I called TotalProtect about the appointment but then the phone directly went to the contractors. Maybe it covers for speedup in the communication with the contractors but given that I intended to talk to TotalProtect, I was surprised that I was connected directly to the contractor. Other than that, everything looks good. Then, in terms of the quality of service that TotalProtect can provide, it depends on whether all contractors are really good ones and if they’re reliable and know their job. So far, I've had mostly good ones.

We got most of the things that we have to deal with in our house covered and we're pleased with that. We've had several other companies solicit us and some of their prices were seemingly a little better, but not by a whole lot. Having Cross Country Home gives us a little bit of security knowing that hopefully, we would not have a very large expense because of an appliance.

In the past we've had some occurrences where we've had difficulty getting the service people to respond as timely as we would have liked. And there was a case where we needed an electrician to come out and they told us we could go out and get someone ourselves because they were not able to get anybody in our area. It was not very convenient and we didn't like it. But they've made some changes and have tapped some people that are fairly local to us so the services seemed to have been better in the last year.

Like I said in the beginning, we are now on day 17 and my house is 100+ degrees. I have called daily and so has my service provider. I am told something different EVERY time I call. Just today I called and was told it was ordered 5 days ago, but that we were waiting on my service provider. I called my service provider and we called back together, only to get hung-up on. Before we were hung-up on, we were told something different than I was told 15 minutes before. I called back, waited over 10 minutes and was hung-up on again. I am now on hold for my 4th call of the day and it's only 9:00 a.m. My service provider has called in multiple times on my behalf and this is still not resolved, I don't know what to do at this point.

So I called HMS back and I let them know. They sent out another repair service who said it was just the same problem and that they were not going to even attempt to repair it that time, and they were just gonna put in for a new one. So then, HMS contacted me and said, “You have X amount of dollars or we could send somebody out with the replacement.” I did the buyout because I wanted to pick what I wanted in person instead of a picture. So that worked out really well. I haven’t received my check yet but they said it would take a week to 10 days.

They only thing that I thought was very odd was that when my microwave was repaired, the total bill for repair was $854. For an over the range microwave, it was ridiculous. I could have bought three microwaves. So that kind of blew me away. I don’t know how they determined that it was okay to repair one for $850 but you only get $350 to purchase a new one. My replacement microwave was about $350 for the one I had and another $150 for the installation. Other than that mind boggling $850, it was a really positive experience with HMS.

The service people had to order the motor but I didn't hear anything from them. I finally called TotalProtect and they contacted the contractor. They were told that the motor hadn't come in yet. It went on for four weeks. Then, the serviceman came out and said, "I can't get this motor out of this machine." He also said that he was gonna tell TotalProtect that the machine couldn't be repaired after all that time. I never heard anything from TotalProtect again until I kept calling and sending messages. And finally, I got to talk to a man and by that time, I had bought a new washer for about $700 and a dryer since I had to have a washing machine. The dryer quit too, but I didn't even bother reporting that. I sent TotalProtect the invoice. In a few weeks, I got a check from TotalProtect for $135 and I felt bad. Other than that, we always have had a good time and good service with TotalProtect.

We have four free services a year for paying $55 a month and I called them about two weeks ago. I told the rep that I want air conditioner maintenance. She said to me that I don't qualify and I should have done that in May. That totally threw me off as I had no idea that I was broken down to certain months. I've been doing this forever and this was the first time this happened. Then, I asked their customer service. They put me on hold for about five minutes then after coming back, they said that they would call me anywhere between 24 and 48 hours. I have yet to receive that call. Also, when we had a repair problem, the price has gone up to $125 dollars for somebody to come in and make a repair. That might seem reasonable and in a way, it is, because the warranty supposedly covers everything. So in other words, if something went wrong with my heating system, they would pay for the whole thing.

When I've talked to the techs who've come in, it seemed that they were not very satisfied with TotalProtect and what they offered too. When I asked one guy what would it take for us to get a new heating system, he said, "Probably to have a carbon monoxide poisoning." Also, a lot of times TotalProtect gave me names and the people were no longer working for them. In the beginning, I would have recommended TotalProtect, but we're just not satisfied with them anymore.

Nevertheless, I think that HMS is great and I'm always going to renew my contract with them. Their guys work promptly and the contractor they used was great. When they came initially, they could've told me I needed $300 because the notice was the old one shown and that's something they could've noticed immediately. If so, I would've been ready to give the $300 deductible and I would be ready for them to dispose of my heater. Apart from that incident, HMS has been great and I recommend them to my friends. Their people are genuine and efficient.

I asked if I purchased a portable air conditioner would they reimburse me and they said "no". This was last Saturday that HMS told me the part was being ordered by Monday 6/11/18. It's now a week later and still the part has not been ordered and her air is still out!!! This is disgraceful and unprofessional!!! I would not recommend this company to my worst enemy!!! Legal action to follow.

I called it in as an emergency, they said, “Well it has to go to authorization process which could be 3 to 5 days before we know anything.” I said "What? But this is an emergency. There is water flowing all over my floor.” I asked for another plumber to be sent out because the guy they sent me didn't know what he was doing (Thanks Eagle Eye Plumbing). They said if I did that it would start the whole process again and could take weeks to resolve. I was fit to be tied. I was so angry. I call back the next day to find out the plumber hadn't even put the claim in yet like he said he would. No one cares that my 95 year old mother might slip on the floor or me for that matter. I had to ring out beach towels for 4 days because remember I don't have a washer that works even though they "fixed" it. This whole thing has been above and beyond ridiculous.

I have been told so many things each contradicting the other. But that's okay because I have all my phone calls recorded as well and have proof of what I'm saying. I called one final time to make sure my accounts were canceled. I got a representative from the membership dept. She told me she couldn't help me because she just took care of billing. I said, “But you said I have the right dept.” She said, “Yes you do. I just can't help you.” So she put me through to another person. I believe her name was Tessa. She was great and I was so happy she spoke English. She could actually understand me and I her. She told me if she could please call me back. I said fine. Knowing full well like those before her who said this, that she wouldn't call back either. Much to my surprise she called me back.

She told me she wanted to make this right because I've been a good customer for 11 yrs. I told her I appreciated it but there has been too much that has happened to go back now. Now if I had dealt with an honest person to begin with and someone who cared like she did from the beginning I might not be switching to Choice Home Warranty company (who by the way will be charging me 30 a month per house with a 45 dollar service fee). You need to get your act together. You are lucky to have Tessa. You should give her a promotion. If I hadn't been forced to join another company due to the large lack of professionalism from your other staff, I would have given Tessa a chance. She reminds me of how you USED to be. So disappointed... And yes I will be calling the Better Business Bureau.

I called back on 6/7 (decided an extra day would help) only to be told once again that the part was on backorder, after I called the rep out for giving inaccurate information, I was placed on a 10 minute hold and then told that it was with the escalation department, so call back in 48 hours for an update. I have called back every other day since then (per their instructions) and each time I’m told that it’s in the escalation department (which apparently doesn’t have a direct number to call). I’ve asked to speak with a supervisor and each time I’m put on a call back list and I never receive a callback. This is my first and last claim with this company. I paid $600 for this warranty and $100 for the deductible; I could have purchased a new washer with that money and saved myself a huge headache!!! I wrote this while on hold with them and was just told that it’s still in review and to call back in… you guessed it 48 HOURS!!!!

I need a manager or supervisor to contact me ASAP with a decision made. I don't think this is too much to ask.

We had one incident but the company took care of it. When the dishwasher was getting fixed, the person who came out didn’t connect the hose and it ended up causing damage. We ended up putting a claim through our homeowners insurance which collected from TotalProtect and they ended up collecting from the contractor that they hired. It all worked out. Stuff happens and the important thing was that TotalProtect stood behind it. And except for that one incident, everything’s been good in terms of the quality of work. I would recommend TotalProtect to people who are having any kind of problems.

I don't care about the agents' metrics, I care about getting my water heater fixed. I was hung up on twice. These agents are not trained to give any kind of customer service and when they don't know how to deal with an emotional, concerned customer, they put you on hold, never to return! I have no doubt that all the positive comments are made up because all of them have responses. I barely see any response to the negative comments. Where is the CEO in all of this? Does he care about his company image? I will continue to post everywhere I can against HMS soon to be CINCH. Trust me, save your money. Go elsewhere, these people are a joke and obviously don't care about people that are in need!

I asked why wasn't I called to confirm that it was fixed. I was told once again a message was going to be sent to authorization (somewhere in the cloud) and would receive a call. I’m out of the copayment and 150.00 so far in laundry fees. With the time spent calling laundry facilities and driving I could have purchased a new machine. I guess I’ll be waiting for a few more weeks/months or I’ll have to throw in the towel and make the purchase and cut my losses. This has to be one of the worst experiences I’ve gone through with a warranty provider. Poor customer service, techs don’t communicate with company, company doesn’t know what their techs are doing, no consideration on what their customer is going through.

But the company I called doesn't connect with home warranty companies because they feel that the home warranty companies either don't pay them or somehow make them wait extremely late for the money that they need now to pay the employee. So I had to spend over $3,000 out of pocket to do the work that was approved by the home warranty company. That is a large lump sum of money and I had to take out some loans to get that amount of money.

The toilets got fixed but it shouldn't have taken four different technicians that Cross Country was actually sending out to not show up for me to be able to get an issue resolved. It also shouldn't take this long for me to receive the reimbursement. Right now, I'm playing a waiting game in regards to getting that money back. But nobody's really communicating in a good enough way and I don't feel like everything is getting resolved as quick as it should be. The situation makes me look at the home warranty company a little bit different. The customer, who's paying his bill and following all the criteria and steps to get the work done, most of the time is not getting the work that he needs to have done or the funds that had to come out of his own pocket refunded in a timely manner. It makes me feel the company doesn't care about the customers.

We've had an issue with the refrigerator which they continued to fix but it would only last for about a month or two. One of the guarantees they have is that if an appliance can't be fixed, they'll replace it but that has never happened with us and it was never gonna happen with the refrigerator. They were gonna continue to send out a service person to do a temporary fix and it was gonna break down and we'll just go over that cycle over and over. Now it's up to $125 from $100 for any visit from any technician which is a little more expensive because some projects could be done for less than $125. So we decided it'd probably end up being cheaper to just buy a new refrigerator. That's been the only thing they've never taken care of. They never replaced any appliances we have but they've been fixed, so that's fine.

I filed a claim with them recently for my septic tank. But they couldn’t provide a contractor to work on that issue in my area, which is a rural area. So, they authorized me to go ahead and find a company to do the job, and they were supposed to reimburse me for the repair cost. I found a company to do the job and the tech pumped out my septic tank and fixed the problem. But the paperwork that HMS sent me said that the tech had to call from my house, but I didn’t understand that and the tech was confused, so I don’t know if I’m going to get paid back or not for that repair. The company is supposed to send me the bill, then I’ll submit it to HMS. Other than that, I used to fix problems myself but HMS is on it now and I’m impressed and give them credit. They're on the ball and they get the job done, and I've had no qualms with them. In fact, my contract with them would be up in September and I’m going to renew it.

They refuse to refund our money or waive any fees due the inconvenience of as of last count 3 weeks of no A/C in 90 degree heat. They told us the part was shipped and would arrive by 6/9/18 and as of today it still is not ordered. We have talked to multiple supervisors (Samantha and Jasmine) who hang up on us "to work on the issue". They promise call us back then when we call back to follow up we are told that it is another dept's job to make outgoing calls and they "can't" call us back. No one will take responsibility for finishing our claim. Meanwhile we are still without air in hot and humid conditions. This company is unethical and immoral. Do NOT buy or renew their product!

I've had good experiences with HMS and the contractors were super wonderful. My recent claim with them was for a garbage disposal that wasn’t working. And then I realized that the outlet that the garbage disposal was plugged into had a surge. So I clicked the box downstairs in the basement and then I clicked the button on the outlet. And it popped back on, there was no issue. So then, I called to cancel the appointment. And they were like, “No problem. No issue.” I don’t know if there was a miscommunication, but they called me two more additional times. And I told them I already called and cancelled and they said sorry and that they were fine with it.

There was another time I called to have a service ticket opened and TotalProtect told me that they have an engineer that could come on a particular day. I asked them to find somebody else for me because I was not available that day. They told me that they cannot assign me anybody else and that I had to make myself available. I've also had a couple of issues with my AC and I've told them that I needed it to get repaired. However, they told me that if the temperature was not above 95, they cannot do it on an emergency basis. It has to come in line and then they will find time to service the request. I live in a town where sometimes it becomes unbearable if there's a problem with the air conditioning, especially these hot days that we have here in DC, so it would be better if there's a way that they can put in that emergency clause.

Also, I used to pay $75 as a deductible on my policy. Then, I got a letter from them telling me that they need to raise it. It then changed to $125. It was a very steep increase. But because I like the policy and I know I will receive that insurance on my assets in my house, I got the policy. I haven't had the chance to look at what the other companies are asking for, but if given a chance, I would definitely like to have people coming out. It's really high in my mind.

As for the technicians who came, everybody did pretty well. But, the guy that came to fix the doorbell was acting erratically. He asked me if I have a ladder and I got it for him. Then when he went up in the attic in the bedroom upstairs, he was looking for the transformer box for my doorbell and he just left it all open. Everybody else usually comes in, completes the job and puts everything back like it was. Other than that, I’m satisfied with TotalProtect overall and I love it. I've already referred four people to them including my sister down at Seaford.

Set another service call, was told I would be contacted in 24hrs for repairs on water heater. Days went by no call. Contacted HMS and was notified service call was canceled by them unknown why? Scheduled another service call, was notified no providers in the area and I would receive a call and email in 24 hrs. No callback, once again I contacted HMS Home Warranty and asked to speak with a supervisor, was on hold for 1 hour and 12 minutes, then I was hung up on. Again contacted HMS set another appointment with no providers and I would be contacted 24 hrs.

After trying to have a water heater repaired for over four weeks, and buying the home warranty for $498.00. Had to cut my losses and make the repairs myself. I contacted the company and canceled the remainder of the warranty contract. Prorated $299 refund. Had the feeling they do not fix anything, only collect money. Company is currently changing their name to Cinch, I would guess because they don't honor their warranties (funny word to use "Honor" this company knows nothing about).

Our family consists of 6 children from ages 3 to 13 and two adults. What about the suffering we have been through? We paid for our warranty and renewed it for three years in a row. I do not know how they can still be in business with service this poor. The realtors out there need to think of the families buying these warranties and skip HMS.

Another experience we had, they came out and said they would fix the plumbing and they didn’t. I have the faucets and I paid extra money for all of that. HMS said no, they can’t fix it because I did not have the coverage. So we had to have someone else come back and fix it. Later on HMS found out I did have the coverage. Also I’m waiting six weeks now for air conditioning so HMS is not good at all. I would not recommend their services. I’m thinking about changing to another warranty company.