Cinch Home Services Reviews

I used to have my sellers put HMS Home Warranty with the house when they listed it. HMS Home Warranty covers a little bit more than most of the home warranty providers do and I thought of paying off for my clients if there was a problem with the house. Instead of having a big repair bill, you only have to pay $100 and it's more inexpensive doing it that way. I've also had a very good experience with my claim. HMS did a good job getting the right company. I got extremely fast service with the service providers and I'm very happy and satisfied with their work. I've used the warranty quite a bit especially for this house and in future houses, I will probably carry them too. I have recommended them to people as well.

Purchased my home August 2017, and it came with a HMS Home Warranty (Cross Country). The ice maker was not working on my Samsung refrigerator, and the seller assured me I could contact HMS for repair. I have had an outstanding claim with them since September 2017. Apparently Sears is the only contractor they use for the entire Indianapolis area. Sears has been out at least 10 times, replaced motors, icemaker twice, and countless other parts. (All of which, they never have on the truck-have to be ordered and shipped to my home.) I then schedule a appointment date for them to come back out and replace, and 9 out of the 10 times, I get a confirmation from Sears with a different date!

I'm a Wells Fargo client and when Wells Fargo sent the information about TotalProtect, I signed up for it. And I've had TotalProtect for almost seven years. When our furnace went out in winter time, I made a claim and the local unit they were dealing with made four appointments for me to have a heater checked out. It was right around Christmas time and they tried to set up a day to go out but Service Champions never showed up. So I called Service Champions, and I was told that TotalProtect called them and set up an appointment but didn't check with them whether they could handle it or not. They added that it was the time of the year that they couldn’t handle it. I was without a heater until after Christmas, and they came out on the 4th of January.

Cross Country gives me who I need to call and I then I call those people. Then they come and do the job quickly. It has been easy to submit claims so far. But I didn’t know the deductible had gone up. I was expecting to pay $85 but it became $113. Cross Country should notify us when their prices are going up. And then, I've got a separated garage with another refrigerator in it and it's not covered. I would like to see that covered. But other than that, Cross Country makes me feel better and they have good service.

Cross Country is good and it was recommended by my niece when my son first got the house. The contract is through my son but they’re always out of town so they have me doing all the calling and running around. We’ve had the warranty for about 10 years already and they follow through whenever we have a maintenance. They sent a contractor and checked my air-conditioner. We’ve had our air-conditioner from upstairs because it’s a two-story house, with fans going down the stairway and it made us comfortable downstairs. But we’re still waiting for them to come and fix it.

Some of our appliances were beginning to age and were out of manufacturer’s warranty, so getting a home warranty service seemed like a prudent thing to do. I’ve had TotalProtect for a number of years now. It’s not difficult to submit a claim and it normally goes pretty well when the technicians come out. I’ve had several claims over the years and TotalProtect is generally quite good about sending someone rather quickly. The recent one was when I had an air conditioning claim. It was on a Friday when we got home and the house was hot. It’s hot here in Texas and I went over to my stepdaughter’s house to sleep for two nights because it was over a weekend. A repairman came on Sunday so that was pretty quick. And it was considered by the TotalProtect people as a rush job because of the extreme heat at the time.

After getting the runaround for over a month, they decided NOT to cover a 16 year old AC Air handler due to rust. They are a bait and switch company. When push comes to shove they will never cover replacement. You are better off with a different company. Watch out for the fine print. I guess I fell for it.

I've had good experience with TotalProtect. The service was offered to me at a discount through my bank many years ago. And then, when I needed the service, I just called TotalProtect's number up and I talked to the operator then scheduled the appointment set up. Once they had it set up successfully, I was given the number of the contractors and then I called them up, and they already had a claim number available at their end. So typically, TotalProtect can give me to a couple of the contractors to get a job done and two were very quick. It depends on the availability of the contractors. Also, there was some time when the contractor was not able to make the appointment at the time scheduled by the TotalProtect. So, I needed the contractors to set up a particular time when they were available for the service. That was out of TotalProtect’s hand.

Cross Country Home sounded like good insurance for the appliances in our house and we decided to go for it. We find their reps to always be very accommodating and polite. We call the number they gave us and when someone answers, we explain what the problem is. Then either they contact somebody to do the work and schedule an appointment for us or people call us and we schedule an appointment. Additionally, we normally get a good response time from the service people. So far, they have been good at getting the job done and they work very efficiently. For instance, when one of our air conditioners was not working, Carl came, checked the AC out and got it running again.

It has officially been 17 days that my family of 6 has been without air conditioning. Our air conditioner stopped working on a Friday evening and a HVAC claim was made on Saturday. When the "authorized" service provider was finally able to come out, we discovered that we needed a new unit. When he was looking at the furnace, because one doesn't work without the other in my home, he discovered ash. Obviously your furnace should not have ash coming out of it. He attempted to get both the AC unit and furnace under the same claim; however, HMS said we had to file two separate claims. We did that. Because this is a dangerous situation for my children, I was told that we would be put in emergency status and that would expedite the claim.

The prior owner of the current home I'm in got a warranty from HMS Home. Their service has been good and the claim submission process has been smooth and quick. When I talked to a rep, it was very satisfactory and I didn't have any problems. The techs know their business, too. HMS Home Warranty is worth the money.

On a Friday afternoon, I called TotalProtect for a plumbing overflow emergency. Going through the auto-system went pretty smooth and an email confirmation followed, with an assigned local service provider and an indication for a next day service. Not perfect but we could make an effort... Not for too long... Calling the service provider it was revealed the earliest they'd be available is Monday. Being unacceptable with a bio-hazard situation like this, it triggered a series of call to TotalProtect. I spent literally hours over four calls going through all the system steps, verification, holds, unfulfilled promises and couldn't even get a supervisor to speak with me, not even to return a call they promised to do... It was only on Saturday morning that on another call the agent agreed to authorize me to bring my own service provider to take care of the problem with the promise to get reimbursed. Let's see how this will go... Bottom line - incapable home warranty service, lack of empathy, clueless and helpless.

I recently purchased a townhome and I wanted to buy a home warranty on my own. The seller was not offering one. I ended up with HMS through a recommendation and I did some research versus other companies and I thought HMS was the best value for what I needed. Submitting a claim was super easy. I called up because I had a problem with my microwave and they had a third party contact me to come in and take a look at it. They diagnosed what was wrong with it and they said since the parts were available, they would have to repair it. I said it was fine and I just wanted it to work. A few days later, they called me back to set up an appointment. The parts were shipped to my house, so they came and repaired it. And everything was fine for about a week and then, the same problem happened again.

Cross Country Home Services reached out to me by calling me up on the phone. I got a home warranty from them, and everybody has always been nice when I called and needed them. I have filed claims for my AC and refrigerator. And most of the technicians that Cross Country sent were good but some of them were not but it was okay. I would recommend Cross Country.

I sell HMS Home Warranty for my real estate company and I have been working with them for 20 years. Personally, I use HMS and I was pleased with it. I usually called my claims in and the last claim I had was a furnace repair. The technician was out here pretty much right away. They had to order a part, but they followed through and I was satisfied with the service done. It was winter time, so I got my heat back. I was happy. When I sell HMS Home Warranty, I tell people I've experienced them firsthand and how positive they've been.

We've been with TotalProtect for years and years. I usually call in for a claim and tell them what's wrong. More than luckily, I get a recording and I leave a message. But whenever I talk to people, they are fine at first. The representatives contact the service department and tell me that they'll be calling me. It was wonderful with TotalProtect until the last claim, although a lot of it was not their fault. The first service people that they sent out didn't ever show up nor answer the phone. So, TotalProtect changed it to another service people. Then they came out and looked at the washing machine and said that it had to have a new motor. So, I gave them the service fee of $125.

I like the ease of mind that comes with having the services of Cross Country. If things go out and need to be replaced, Cross Country is a pretty good value. Their customer service is good and that's why we went with it. I usually speak to them over the phone but I’ve done it online a couple of times. The coverage plan that I have is all right but they have something that’s called maintenance preventative thing and that doesn’t really seem to do anything. I’ve tried to use it a couple of times and they said they couldn't find anybody and then that was it. Then they finally got out on one thing and they said it was not broken. And then they said to leave it until it breaks so the whole thing is pointless. But last year we had them come out and replace our furnace and heat pump. That saved us a lot of money and that was great. I have been with Cross Country Home Services probably since 2012 and I told other people to get it as well.

We've been with TotalProtect for five years and the service has been fine, but this is gonna be the last time that we're using them. First of all, calling them and finding out who you should be speaking to is an issue. They don't specifically tell you and you're transferred from one person to another. Also, I honestly feel that half the people who I speak to don't know what they're talking about or don't know their jobs well.

HMS's Home Warranty came with our home. We've had it for a year now and everything has been fine. However, the deductible for my heater was $200 but at the last minute, they said they needed to add $100 and that needed to come out of my pocket. That affected me to carry my heater to dispose it because then, I could only afford one thing or the other.

My 76 year old mother has a home warranty with HMS. Her air conditioner has been out for almost two months because of their bad business ethics!!! First, they took two weeks to send someone out to diagnose her problem. Then they DID not explain the procedure or next step afterwards so my mother was waiting another week to hear from them!!! Finally after she called them they told her that she needed to pay a out of pocket amount in which she DID. I in turn called them to see what the problem was and they said now that she has paid they had to order her part. I asked to speak to a manager and explained that my mother is elderly and is in the state of Alabama where the heat is unbearable!!! They said it was nothing they could do until the part comes to the contractor.

TotalProtect Home Warranty offered us great rates through my bank. Submitting a claim is mostly done online so it's pretty easy. There were a couple of questions about the maintenance for my account that the first representative didn't know and he consulted with someone else, and they were able to get the question answered. The technicians have been very professional and nice. If they found any additional issues, they let me know or contact the warranty company to see if it's covered. TotalProtect is a good investment for the home.

My daughter had Cross Country and she bought it for me. When I submitted a claim, I called and told them what's wrong and they give me the name of somebody locally. They recently sent a plumber and it went well. However, I wish they included coverage for the lights outside the house like the carport light or the front porch light. And I don't like the idea that the cost summed up for $125. Other than that, my experience has been pretty good.

I've been with TotalProtect for so long. I'm not really happy filing my claim through the the internet so I would go on their website and get to the 'Contact us' number and called. Their reps were outstanding. I've never had any problem. Plus every time I've had a problem, the contractors fixed it. When my hot water went out I did an upgrade and had to retrofit it to California earthquake standards. They explained that all to me and it was well done. It's part of the deal too. Because it was a California law, TotalProtect paid the whole deal except for my deductible. It was good. My sister just bought a new house and I just recommended TotalProtect.

I will not recommend Total Protect to nobody. They lie when it comes to repairs, in my case AC, been with the company for 11 years now that my AC broke, everytime I called is a different history, I asked to speak with a manager, waited for 43 minutes, when she came to the telephone her answered was they can’t fix my ac because it was rusted indicating of lack of maintenance, when I told her which ac sitting outside under weather will stay un rusted after 11 years, she didn’t No what to said, to make the story short they are not worthy... no reliable at all

I have had an account with Total Protect for 11 years. Evidently they have sold my account to Cross Country. Cross Country is terrible. First they came out to fix my washer. The washer is from 1991. Instead of replacing it they "fixed" it. When I went to use it the basket broke and started thumping back and forth making the washer crawl across the floor. I called back, they said "oh that part isn't covered." I said, “But it wasn't broken until your guy came here and "fixed" it.” They referred me to Sears who referred me back to them. I went back and forth 4 times getting nowhere. Either way I no longer have a washer to use. That was back in May. Then as things will happen my water heater started leaking. They sent me a plumber who couldn't turn the water heater off. He said, “Let's just turn off the electric that will help.” Yeah well then it started to leak worse.

I placed a claim on 5/7 to have a repair done to my washing machine. The first service provider that came out couldn’t determine what the problem was; I had to wait over a week and a half for them to send out another provider because they hadn’t received the required paperwork from the first provider. The second provider determined that the motor needed to be replaced. I was told that the parts had been ordered but they were on backorder so call back in 48 hours for an update. I called every two days for two weeks and was given the same information and instructions, until 6/4 when I was finally told that the part was never ordered, because they didn’t have a product number. For over two weeks the customer service reps lied to me, by saying the part was on backorder!!! I was then told that the issue had been escalated and to call back in 48 hours for an update.

Sears warranty is a total ripoff, I made the mistake of giving them my account information to set up direct withdraws every month, and I called for repair service to repair a broken water line in January of 2018 and to date I still haven’t gotten it repaired, and there’s been other calls put in to Sears after all they are still taking monthly payments from my account. After no show on neither call after about four months I called and cancelled the warranty and they are refusing to stop taking payments. I called again today to cancel the electronic payments and again they refuse to stop the withdrawals. I’m getting no service from them and their people on the phone just dismiss me. People please don’t give them your checking information. I will have to cancel my account. This is fraud.

Everyone at Cross Country Home Services was very nice as well as the technicians. The coverage was good. I had a plumbing issue, and they were very good at finding what was wrong and they corrected it the first time that they came. They did a great job and I would refer them.

My realtor suggested me, being a first time homeowner, to have HMS. During our claim for the HVAC, we had technicians come and they were great. They had to come back twice to confirm everything was done properly, but they knew exactly what was going on once they assessed the air conditioner. However, it was odd that the day after my claim was paid for and done with, HMS called me and said that they wouldn’t cover the expenses because I live in a condo. The air conditioning unit is on top of the building and the rep said they don’t cover expenses with that. But they had already paid it at that time, so HMS needs to clarify with their customer service reps that they cover that expense.

I got a home warranty because of all the appliances that was covered and it gave me a few smile. In my past experience, TotalProtect was more efficient. Their claims reps were friendly, helpful and were very knowledgeable. And their contractor had knowledge about the appliance. But with the recent claim, they said it was in the review because the contractor said he would need a replacement. It seemed like they were taking a little bit too long to get back with me. Previously, it only took them about 30 minutes to let me know over the phone.

I wanted to make sure to have everything protected. I’m not a handy person and I didn’t want the headaches. In my research, I found that TotalProtect had the best balance between good customer service, the right coverage that I was looking for and pricing. They were a little bit more than a couple other ones I had narrowed down to, but at the end of the day, it seemed like TotalProtect was the better option with regards to coverage and the company. And they've lived up to it.

This company is a sham! They bury the bad comments unless you search for them. I too am having the most difficult time getting my water heater replaced. One week later, still no call or results from the company. Honestly, how do these people sleep at night knowing that many people who bought their product and relied on their service, don't care about their customers! When you call, there is never a supervisor available. I am a Customer Service Supervisor and my job is talk to escalated people all day long. These people can't be bothered. They say one will call them back, but don't. When you insist on waiting, the agent states that they can't be on the phone that long because it goes against their metrics. What about all the people that are waiting for AC, water heaters, refrigerator, anything important to a human in their home.

A/C went out in April. After several attempts to get this issue resolved, we are still without any sort of A/C 2 months later. My husband and myself have been lied to several times. They keep saying the part has been ordered and shipped, but won't provide a tracking number for said part. Our service provider hasn't received the part. We have called the manufacturer whom informed us that the part needed is on back order. Once we found this out, we requested that our unit be replaced, since new units have the part needed to resolve our issue. The supervisor told us that they couldn't replace our unit being that it is only 2 years old. This has become very frustrating having to deal with no A/C with a small child in this very hot and humid condition.

They are difficult to get ahold of and refuse to cover any claims. My A/C unit went out in June with a 9 month pregnant wife. They sent a technician out to look at it only for me to have to follow up for 2+ weeks until I got ahold of someone competent enough to discuss what was happening. They proceeded to not fix the problem being the snakes they are and not holding up to their contract. It is a waste of money buying this policy and if you purchase a home and the seller offers HMS, please refuse and find a different company to ensure your home.

Washing broke going on 5 weeks now. Tech came out and said I needed 3 parts. Two weeks passed I contacted the warranty company for a status. They knew nothing about when the parts were coming in due to the provider ordering them. Called them daily for a status. Asked to speak to a supervisor and was told the first times that they couldn’t transfer and they will put a request in for a call back. After the 10th call someone transferred me to a supervisor. I was told that my claim was sent to authorizations for next steps. I explained that I was told the same thing on 6/6. On 6/13 I was contacted by the repair company. He came out spent 2 1/2 hours on it and said he didn’t know what was wrong. Contacted the company again 2 hours later and was told the claim was closed almost like it was repaired.

We submitted the claim on the internet and HMS sent a guy out that afternoon to fix our AC. It was the hottest day out of the year and we were both sweating. It was crazy and I was just giving him water. He was a very nice guy and very polite too. He figured the problem out after about 45 minutes. He found out that there was a problem with the wiring, tried different things and resolved it. He was great.

Normally, I’m a fixer-upper or do-it-myself kind of guy, but when I bought a house last September, I got a warranty for it and HMS Home Warranty was the warranty provider that my real estate agent had. Whenever I've submitted a claim with HMS, I've usually done it by phone. The claims reps were good and I've had excellent interactions with them. The follow-up and everything about the service has been really good.

I bought some property and the realtor let us know about TotalProtect Home Warranty and I decided to buy it for our home as well. Over the years, most claims dealt with the plumbing, electrical and mainly for air conditioning and heating. I usually submit my claims online. Their website is user-friendly. I put in a claim and within about 15 minutes to half an hour, they email back to tell me who they assigned the project to and their phone number. Then I get a hold of them and we make an appointment. It gets taken care of within a day. It's fast. It's very difficult to get hold of anybody on the phone but all the technicians that have come out were good and 90% of the time, the quality of work done has been fine.

I had TotalProtect Home Warranty on my other home and I have it now on my condo. Eventually, I will have it back on this house that I will be moving in. It has gone pretty good when I submit a claim. We use Mike for our claims. He is thorough and he lets me know exactly what it is. Also, he's very helpful, very nice, and friendly. But on the second claim, it went a little slow. I asked for Mike but they sent me somebody else and they were completely out of range. One was very rude and I told TotalProtect not to send him back again. I asked again for Mike and they finally said they would. And after I talked with him, it went fine. The only thing that would bother me is that if something happens, it takes me a little while to get somebody to do it. But after I got a hold of Mike, he was right out. Other than that, I’m satisfied with TotalProtect so far. My needs were met when I had to call them.

I've been with Cross Country Home Services for about seven years. I tried submitting the claims both online and on the phone. If I’m close to the computer then I do it online. If not, then I do it all over the phone. The interactions with their customer service have been good and I’m quite satisfied. The technicians have been good as well. I have peace of mind knowing that if anything should happen, I have insurance and things should be taken care of. I would definitely recommend it to my friends, although the only drawback is the cost has been increasing yearly and the deductible has been increasing.

All three of my toilets at home stopped working and I had to go over a month without being able to use my toilets properly because I was trying to follow every step and criteria that Cross Country was asking me to do. A technician was scheduled to come out but he never came out and did the job he was supposed to do. This happened four different times before I finally got the request to go pick out a plumber to do the work then to call a number so Cross Country could get them reimbursed.

My water heater went out, had a tech come and said i needed a new one. Total Protect said that it needed to be reviewed by the research department, it took them 5 days to research because they don't work on weekends. Each time i would call to find out what the status was i would get the same answer it is in research and we cannot connect you to them, we will send a request to make it a priority and have someone contact you. I would ask for a supervisor and one was never available, even after being on the phone for over an hour. They said they would have one call me back, seven days later and no one has ever called me back. i have had to call everyday to see what my status was, finally found out that the claim was approved but it now needed to go back to the review dept for them to send the request for the water heater to be shipped; this could take two day i was told, WHAT? it has been a week already that my family has not had hot water to shower, clean dishes and clothes properly. I said that is ridiculous and needed to be emergent, again i was told they will send a request and someone should call me back. horrible customer service. I also have to pay on top of the $125 fee because they do not pay for some parts and a certificate that my state requires, according to the commercial you don't pay anymore that the call-out fee. Fine print says you will pay for items they do not feel are necessary is what i was told.

It has been almost 3 weeks and they still have not came out and fixed my dryer, we keep getting told a supervisor will call us back but they never do, I stayed on the phone over 2 hours and finally talked with a supervisor and they said they will check it out and call us back but never did. Their communication with their service companies are horrible, we pay almost $1000.00 per year and get treated like this when we call in one problem, it’s ridiculous and on top of that we have been having to go spend a lot of money to go and do laundry at the laundromat. We will be looking for a new company after this, do yourself a favor and go with another company.

We filed a claim because our 4 yr old A/C unit didn't work when we turned it on for the first time this year since we just moved into this house in Feb 2018. We waited a week for HMS to send out one of their contractors (he has been amazing and gone above and beyond) however HMS has been dragging their feet. After they approved the compressor replacement they have lied to my husband and myself saying that they shipped the part and it was on our contractor to pick up (it wasn't even ordered!). They have tried to blame him multiple times then they tell him they are waiting on us to approve the disposal fee that we were never contacted about. Once that was done they shipped the part to Georgia (we live in Ohio) and then returned the part because it was never picked up!

When I purchased my home, TotalProtect was one of those warranty things. Back then, I had another company and then I had TotalProtect. However, I had to stop both of them because I couldn’t afford it anymore. Still, I went back to TotalProtect because it was a lot cheaper than the other company. Whenever I submit a claim, I call them or do it online and the reps that I speak with are helpful with whatever claim I am making and help put the claim through. I’ve had people who were more experienced, but the last rep I spoke with when I wanted them to come out and look at my sink and faucet might have been a little bit inexperienced. She said she would send me a response in an email but I didn't get one and didn't hear anything back.

The homeowners before me had the HMS Home Warranty and I continued it. My experience with them was fine. Usually, I submit a claim and then they give me a service provider and they’ll schedule it. And usually, it takes a long time. The scheduling through HMS is usually four days plus. And I think it’s just because they have to guarantee all these people that are under HMS options that it’s just harder to give a closer time and date. But I found that if you call the service provider, the service provider was like, “Oh yeah, we can get you in. We’ll send someone in tomorrow or we might have an option today.” It's been really helpful being able to know exactly who the provider is so I can get a hold of them quicker.

I've been with TotalProtect for a few years now. The application was painless. There was one phone call and then I got enrolled, and then they started charging me directly to my bank account. I've submitted a few claims and their submission process has definitely improved over the few recent years. There were some engineers that were assigned to my requests who were really good and some of them weren't as good. There was one in particular where I had put in a claim to fix the cooktop and the contractor that TotalProtect assigned me told me that they cannot repair it because they were afraid it might break it. They also told me that if they break it, they would not cover it. So I had to pay out-of-pocket to get that repaired.

When I built my house in 2004, I got Cross Country Home Services. Considering that I work Monday through Friday, I would like Cross Country to have Saturday hours. I would also like for them to have evening hours to be more accommodating. But other than that, they've been very professional. The only thing that Cross Country really got out to fix was my AC units upstairs and downstairs. Whatever needed to be fixed, they fixed it on the first go-around.

When purchasing a home the seller purchase HMS Home Warranty. Upon closing of the home HMS did not transfer the home warranty. Two months down the line the water heater went out, we called HMS for repairs. Service call was set, was given phone number of plumbing service for repairs. After trying to set appointment myself was told they were closed and I would have to make appointment at later time. Called the next day and service provider had been out of business for years and did not exists. I notified HMS the next day, was notified they would find a provider in my area, never heard from them for days. Called them back three days later. Was notified they could not set service call due to warranty was not in my name, documentation sent and warranty was to be transferred that day, no 5 days later I had to call back and it had taken 2 hours on the phone to transfer warranty.

May 7th I called HMS on our Air conditioner unit not working. The service provider got out there 4 days later and said it needed replaced. HMS ordered the parts and said they would be here by the 23rd of MAY 16 days of 90 to 100 heat. All of the parts needed did not come in the service provider had scheduled to do the work on the 24th. Call HMS on the 30th since the parts are still not in. Found out that someone did not order the parts... Service provider called the Lennox dealer in town and they say the part won't be in for another week. 11th of June still no air conditioning still no parts and every time you call they give you a different story.

I am extremely disappointed in the service I have been provided thus far by Total Protect related to my air conditioner. I have an open claim since 5/10/18 and have been given the run around. I have called daily since Wednesday 5/6 and each day I am told someone will call me back and no one calls me back. I have been forwarded to case management and was told the same thing. I am put on hold for long periods of time and then told I will call you back. Each time I speak to someone they give me hope to be let down again. I am livid at this point and appalled with your customer service. I have had numerous friends switch to your home warranty as I thought it was a reputable company. Though I have not received a call back I did receive a text from your company on 6/1 stating Home Warranty Notice: that parts were ordered and have been sent to my service partner. It also stated to call the service partner in 3 to 5 business days which I did and was told the parts are on back order and the order was deleted by Total Protect. How is this happening? I informed Total Protect that the temps in Las Vegas were 100 + and we were issued a heat warning. I also informed you that I have pets and elderly people in my home. I was also told multiple times my case was listed as emergency and then they put as a medical emergency. This is truly appalling that you tell your customers it is an emergency but you do not react as it is an emergency. I have never received this bad of service by any company in my whole life. For a customer who has never been late on one payment, to be treated in this fashion is negligent. Your plan states I will not be reimbursed if I go outside the plan which puts me between a rock and a hard place. I have done everything possible to keep my house as cool as possible (covered windows, not used my oven, cold showers, but it is unbearable at times as my indoor temp showed 95 this weekend. As I write this I have been put on hold and have been waiting for over 50 minutes. This seems surreal that Total Protect operates with such poor customer service to loyal customers.

The HMS representatives were nice and very respectful. But a couple of cases, the contractors they’ve sent out, especially the very first time, were incompetent because we still had the problem after they left. And we even asked HMS not to send that company back again. And once I filed a claim with HMS and I had the material already, the company said they were gonna reimburse me but they didn’t.

We use TotalProtect for maintenance on our air-conditioning and we're very happy to have that. It works good. They come and we don't have to spend any money. If they find something wrong then we get it fixed. We’ve used TotalProtect's service a couple of times aside from that and we've been very satisfied with our experience submitting those claims. The representatives have always been polite and the technicians come as quick as they can although sometimes we have to wait a little. They've always been polite and nice as well, and we’ve never had any trouble after they fix something. We save a lot of money by having TotalProtect considering the appliances and the air-conditioning is also very expensive when it goes bad. Way back, we had a refrigerator that went bad and the bill was almost $500 if we had to pay it.

I've been a member of TotalProtect for 15 years. Whenever I submit a claim, I call them on the phone and there's no difficulty in their claims process. Although I've not had a lot of service that has to be done, every technician that came out and I've dealt with had been great including a lot of the guys at American Veteran Air Conditioning Service. I recommend TotalProtect Home Warranty all the time.

I have a claim with my AC unit and it was great. The company that they sent out here was good. They were prompt. When we came from a storm and I had my mom here that was bedridden, they got somebody here that same day. I know that if I have a problem with any one of the services that’s in my Cross Country Home Services plan, they'll take care of it.

I had issues with my air and it was during the time where it was really hot, and Cross Country couldn't get anybody over here to take care of it. There was something going on with the electrical panel and so I had to get an electrician to come out and to take care of that. It was a difficult time and it was around 90 degrees in the house. Also, I got medical issues going on. I had called the guy that did the electrical service in my house and he was not in one of their lists but he was the only one that was willing to come and try to help. I paid him and then Cross Country reimbursed me. However, I noticed the deductible went up. Other than that, I will recommend Cross Country.

We had the HMS Home Warranty when we bought the house and we have been with them for about three and a half years now. I’ve needed the warranty a couple of times and, so far, it has worked out and they have done an excellent job. It has been easy submitting claims and the interactions I’ve had with the reps have been great. We’ve had technicians come out a few times for different repairs. Recently, they came out and repaired the microwave. They had to put a few parts. I would definitely recommend HMS.

As of today 6/14 I have been approved for a new ac... should be in within 3-5 business days... fingers crossed but I think this problem is finally resolved

We have been without AC since May 15th, and will be coming up to a month without AC this week. The process to try to get the claim resolved has been a complete nightmare. The customer service reps range from somewhat knowledgeable to hostile. My family and I have reached a new state of frustration working to deal with HMS to try to get this resolved, and as of June 11th it is still unresolved. The claim started ok with being able to schedule a service provider the next day. The service provider came out and assessed that a relay had shorted and the wiring burned out.

We had TotalProtect in Delaware for at least four years. And then we bought a new house here and even though everything was under warranty, we still thought we would go ahead and get TotalProtect. And now, we've had them for almost seven years here. We thought that it was a good plan and we like that they come out every quarter to take care of the appliances. The deductible has gone up considerably as what it used to be, but there were still a lot of advantages having TotalProtect.

We always submit our claims online to HMS Home Warranty. Since getting our warranty, the process of going through the site has been pretty quick. We have put in two claims and they were both pretty accurate and to the point. It takes a day or two for their technician to come out and they would fix the problem. Both of the technicians who provided me service were well-knowledged in their field.

I've been with Cross Country Home Services for about 10 years now. The coverage plan has been good and I'm very happy with the service that I've been getting. I usually call to file a claim and go through an automated system. The people that they've called have been very responsive. Also, if I want a particular one that I know of that's been here before and worked with them, they would call them up for me. However, everybody I know seems to have a cheaper home warranty than what I have. They're paying about $45 a month while I'm paying $58. Also, their deductible is less than mine. Mine is $125 and other people pay $75. So, I'd tell people that I've had very good service from Cross Country but they should still check out all the home warranty providers because of the cost.

STAY AWAY FROM THIS WARRANTY COMPANY. For 2 years, total home protect has bounced back and forth on our air conditioning unit. They have sent over 5 contractors, had us pay thousands to replace our central air unit, and pulled us around since May 2016. ONCE AGAIN, our brand new unit (replaced last august 2017) is doing the same exact malfunction as our old unit when we bought the home in 2016. They allow low level contractors to work on the jobs of your home while you continuously have to pour out $100.00 deductible for every new contractor they send. A brand new air unit with new A coil and once again its broken, doing the same exact thing as it did when I called DAY ONE 2016. ITS JUNE 9 2018. I will be having lawyers handle this.

I’ve had HMS for over a year and I have never had a claim. However once we had a 90 degree day I turned on my central A/C unit but cool air didn’t come out. So naturally I contact my home warranty for them to fix the issue. I submitted my claim early Thursday June 7th, however after their referred company mishandled my scheduled time for Friday June 8th. I was forced to call HMS directly and notify them that I needed immediate assistance due to heat and the issues asthmatic children can have. HMS sent me to a special division that attempted to find emergency service, however in the event that they couldn’t find an available service provider I could find on my own a license service provider, which ended up being the case. The catch to this was I must pay for the service myself and would be reimbursed by HMS and before any work is done the work must be approved by HMS.

I have had Cross Country's service for 10 years now. My copay used to be $85 but now it's gone up to $100. Since my copay went up, it seems like the service has dropped. I had them come out just to do a regular maintenance before I turned my AC on. Apparently, my blower was out so it turned into a service call. They never explained anything to me. I did go almost two weeks without any kind of AC and I called daily as it was 100-degree weather outside.

I did a lot of background research, went online and TotalProtect seemed to be one of the top four companies out there at the time. I have submitted claims online and it was fast. But I like to talk with a person since there are certain vendors that I don't allow back into my home. So usually, I call TotalProtect and it takes five minutes and it's done. With our most recent claim, everything was fine on the side of TotalProtect. They were extremely helpful and everything they said that would happen, it happened. The technicians who came were very punctual, very professional and well-versed in what they did.

I’m a real estate agent and Karen was our rep. She told us about HMS Home Warranty and did a presentation. We thought it was really good and whenever somebody wants a home warranty, we always recommend HMS because it did work pretty well. I usually call to file our claim. However, I went online today because they told me that I can go online. Their reps were very good and nice. Within two days when we called in, we have someone come here.

Whenever I submit a claim with TotalProtect the lady would set it up and she also would give me the number of the company she selected. And sometimes, they call me before I call them and then they come out at their earliest convenient. The technicians are always very nice. TotalProtect is a very big company and I haven't had any problems with them since I've been in it.

We have paid Total Protect nearly $8000 over the past years, and only had minor repairs. This May our A.C. broke. The Service company they sent out took $125 of our money but didnt fix the problem. Total Protect gave us the run around for over a month then denied the entire claim, no valid reason given. We now have had to hired a lawyer. What a scam company.

We have home owners insurance with Total Protection we have been without AC for 1 mth in this week my husband has made several calls to the company asking for a supervisor to contact us regarding this matter and the company has failed to do so. We have 4 children one with special needs with asthma and a senior living in the home its been very hot this week in the high 90s.We are very upset false advertising on their book they say all you pay is $125 for a new unit thats all everything else is covered and now turns out we have to pay over $1000. We don’t recommend this company to anyone dont let them amd their little vook of information fool you. Also why and where does it take over 1 week and several calls from us to them out of our busy hectic life and still no supervisor available??? If someone in this house ends up in the hospital specially my son with special needs their is going to be a big problem for this company. When we call all they say is im sending a message for a supervisor to call you back but theirs several homeowners like us calling also and tons messages. I bet if we were calling them for new service and sign up with them they would return my call immediately.

Cross Country's price was reasonable and I went with them. I've been with them for four years now. I called them to see when I can get appointments for somebody to come look at my unit that was messed up and the tech who came out was good. I would recommend them.

I was in the market for a warranty program. I'm on a fixed income now and I knew that eventually, everything would wear out. I thought I would be a little bit more proactive. I called TotalProtect Home Warranty up and went with them. I've submitted a few claims and it has been very easy to handle and understand. The only complaint I would have would be that the people they assign to do the work don’t work in my area. So I had to go back a couple of times and get a new repairman. But that was really minor. And all the technicians have been very good. I’ve had the air conditioning people, the oven people, and refrigerator people and they’ve all been very professional.

HMS Home Warranty came with my home loan when I first bought our house four years ago. They usually answer right away when I submit a claim and I love their hours as I've had to call them in the evening before. They've been great to work with. Their techs are good people and have knowledge of what they do. I've had my dad meet one of them before 'cause I wasn't able to get off of work, but I've met the other two and they've all been great.

AC goes out and called total protect, 5/22/18 turned in by technician, 6/8 called for follow up and parts still not ordered. It appears someone dropped the ball on notifying me. Above 92 every day, wife at home awaiting liver transplant. Earlier call I was told parts had been ordered. Worst service I have ever received from any business. The VA with all its problems is a model of efficiency compared to these clowns. On a scale of 1-10, they get a minus 5. WOULD NOT recommend them.

My experience with this company has been horrible. I would let them buy out the contract except it is included in a sale contract on the property. The first repair company they gave me said they don't deal with CCHS anymore. I didn't ask why unfortunately. The next morning I called back and after holding 30+ minutes I hung up. My realtor said she would call because she didn't mind the wait. After 3 calls in excess of 30 min. on hold she called the area rep. That person expedited the order and a repair company came out the next day. The service person said the part that is bad is no longer made so we need a replacement unit. I paid him the $100 deductible. This was on May 15, 2018.

This is the worst home warranty program to have. My AC stopped working on April 5th 2018 a service call was placed on April 6th 2018 and two months later no technician arrived to even take a look at the unit. Numerous attempts to have it rescheduled via phone text and email were all unsuccessful. A new service call was made on June 2nd to have work done June 4th 9 - 12. i was home until 1:15 no one showed up. left went back to work motion detector showed technician showing up at 3:15. New service job requested done on June 5th. relays are bad and compressor not working. My 9 month old child lives here with me and had to suffer in the heat until you were able to get a tech out to me. i purchased a portable until in April only to have your case management department tell me it was unauthorized and they cant do anything about the cost. Megan went on to tell me she cant tell me what to do with me child in the heat but there is nothing she can do.

My air conditioning was not working. I placed a claim with HMS 10 days ago. It took 3 days for them to get a service provider out to my house (fair enough in this season). The service provider reported to HMS what was wrong and needed replaced. It has been 10 days since the initial claim, and I still have an 80 degree house. HMS can do nothing to speed up the process. I have called them everyday. Do NOT buy a warranty with them unless you want to wait who knows how long for service.

With a home warranty, the monthly premium is far less than what it would cost if a major appliance or something went wrong in a home. It’s an insurance and I've been with TotalProtect Home Warranty for quite a while. Submitting a claim is quite simple. I can either pick up the phone and call or I can do it online. I’ve done both and both methods are very convenient and quick. If they continue to do what they’re doing, everybody should be happy as I am.

TotalProtect's 180-day workmanship guarantee was something that none of the other companies could compare to. It's very easy to submit a claim, but you can't do a recall online, so you've got to call for that. All of the service providers had been great except for the last one with my dryer. The provider have been out five times already and it's been over a month my dryer hasn't worked and I have a newborn at home which you do a lot of laundry. So it's frustrating.

Everything has been fantastic with Cross Country. I call them over the phone when I submit my claims and they're very responsive. Normally, they would call me back in a short period of time, let me know who they've contacted, and give me the contact information for the contractor in the local area. As for the technicians they sent out, I never had any complaints about them and I never had to call back on anything. I would tell my friends that Cross Country is a great company. As a matter of fact, I have friends who said that they had a problem with their home warranty so I emailed them Cross Country's information. They got in touch with Cross Country and are now members, too.

Using HMS Home Warranty's website was easy. Prior to my most recent claim with them, I didn't know I could submit my claim online. Still, everything went very well. Their technician did an outstanding job. I was able to give him the model number and he had the part available when he came out and I didn't have to wait. HMS should keep up their good work and I'm thankful for the electronic claim submission option.

If I could rate it a negative star I would. We have had an absolute terrible experience with HMS & in spite of spending over 8 hours on the phone (customer service reps are friendly and competent, just powerless to help) with them over the past week to get our AC fixed, we have not arrived at a resolution. We have paid into HMS for the past 12 years since purchasing our home. We have hardly reported any claims to company over the years. The most recent tech they sent to our home actually lied to us about repair (we had previous reputable diagnosis for system replacement) and then screamed at us when we confronted him. We had to call police.

We made a claim with them for our A/C to get fixed. They gave us a date of 7 days. On day 5 the company they set us up with to fix our unit called and said HMS doesn't know their schedule and it won't be before 2 more weeks before they come out. That's almost 3 weeks before someone can look at it. They only have 2 companies in this large town they work with. The other company was 3 weeks out. I fixed my own unit (just needed coolant) and got warranty with another company.

My experience with TotalProtect used to be wonderful. But with my last claim, I'm still waiting for my washing machine to be delivered. It has been two months now since the claim was put in and I'm still being given a runaround. I had the inspection and it was declared that my washing machine had to be replaced. At that time it was supposed to be ordered and people like TotalProtect Gold, would tell me, "Well, Phil is gonna come and install it." I would call Phil and he knew nothing about it. I would call TotalProtect Gold again and they would say, "Why phone this Phil? It would be GE."

We have signed up years and years ago with TotalProtect through our bank. At that time, we had a brand new house and we wanted to make sure that everything was up to par. And my bank was supporting it so we went through it. The payments was taken out and everything was done through the bank. In the past seven years, we've had about four claims. But this past couple of years, the AC people that they sent out were not that great. The last one was very good but we've had some strange people coming out. I had one come in that was supposed to just do a tune-up. By the time he left, he was writing us up a thing saying that we needed all the stuff to work for our 12 year old air-conditioner in the sum of $2,800.

Our experience with HMS was strange the way it got started. We didn’t have a dryer and the first people that were supposed to come and take care of our issue didn’t show up. I had a window of opportunity and I was there and nothing happened. The first contractor apparently blew us off. So I called back and I got a hold of a rep at HMS who was very efficient and quickly took care of the issue. We got the service call rescheduled but there was about 10 days in between and I was a little disheartened there. But everything was fine after that. The technician that came out the second time was exceptional and spot-on. He gave me a lot of information about what was wrong and found two problems with the dryer when he was working. He was probably overqualified but really good and very impressive.

As it started to warm up this spring, I turned on my AC to discover it no longer blew cold air. 2 1/2 weeks ago I submitted a claim with HMS. They sent DSE Mechanical to my house, cashed my $100 deposit, and never submitted his report. When they finally reached DSE on day 3-4, he submitted an incomplete report. Well, HMS tells me they have what they need and it is "with research" and I should expect to know something within 3-4 days. Never happened. I called pretty much every day for a week hoping for an update, but the customer service people know absolutely nothing. They told me they have no way of contacting the research department and don't even know where they are located. I requested to speak with a supervisor, only to be told one is not available.

We bought a new home and was told to get this insurance for a peace of mind. Within a few weeks of moving in the garbage disposal started to smell and won't run. Put in a claim, waited and waited. The contractor never called. Put in another claim, the contractor never called. We had to pursue the contractor to come out. We had to pay the cost of the visit of $100. The contractor told us that the claim will not be paid since it is pre-existing condition. What a scam. Wasn't that the reason you buy home warranty when buying a home? We could have spend the $100 and put in a new disposal by ourselves. Such a waste of time and money.

My husband and I have an older home and our wall unit broke. Called HMS and it took about a week just to get someone to call me back. Said someone would come May 15th, at 7 am... No one showed. FINALLY after multiple calls someone came at 830 pm! Said they would replace it and call me within 48 hrs... Of course I never heard from them. Called a week straight leaving messages, no one returning them.

I’ve had TotalProtect on all of the homes that I have to help with my maintenance cost. In my last experience, my stove went out and it all started when I came home from vacation and I smelled gas in my house. I called my gas company who came out. They said the problem was my stove and that some element had gone out so I knew going in what the problem was. So when I called TotalProtect, I gave them that information. They already knew what the problem was and the serial number of the stove. And still, getting it resolved took over a week.

HMS was included in my purchase of the house and their reps whom I've spoken to have been polite. I had a contractor come for the dishwasher but we found out later on that it wasn’t broken. One of the switches just wasn’t up. The only issue I had thus far was the claim I put in online for my shower. I made an appointment for June 8. The tech called and said they were on their way. I called them back to let them know I was home but they never called back. I called again the next day and still haven’t heard back.

I could easily cut and paste the comments of many TotalProtect customers who are experiencing the pain of trying to get their A/C repaired since May. Same story as everyone else. Customer for many years, have previously had good experiences.

This home warranty was really good to me. Year one when I first signed up in 2011, the longer you are with them, the more they change their plans without telling you. I recently had 2 claims, one was a broken door on my cloth washer, this is the third time I paid $100 to have the handyman came out. They have always covered it, now they said it is no longer covered to a change in the warranty. Also I need to fix it myself because it is a "part" not a function, even though this machine will not run without out the door closing bc it is a front load washer... they still consider the part not a functioning part... WTH!!? So second claim is on my AC unit.

We have had CCHS for years, and luckily, never needed them, as we do now. We live in AZ and on May 7th, our downstairs A/C unit was not working properly. We filed a claim with CCHS and on May 9th a "rep" from "contracted company" or "affiliate service provider" by the name of Schmidt's AC Service Co came to inspect the unit. They advised "We check this A/C, not Freon low pressure, the coil was leaking in the evaporator and need thermostat not working normal (per note in service order.)” We were advised they needed to order some parts.

I was a new homeowner and I heard about HMS Home Warranty from my realtor. Their claims process was quick and prompt. And the technician they sent out was courteous and helpful. Also, the quality of work he performed was good.

The representatives at Cross Country are nice. I had one incident where someone hung up on me. But other than that, we don't have any issues. I've had two recent claims. One was the central air unit wasn't working. They sent someone out and that same company had to go back out because the air is not working again. So I spoke to one of the reps today and she was really nice. She had to do an override because still no air is blowing through the vent.

HVAC Failure. Filed claim, 1st service provider wasn't qualified to work on system. Wasted 4 days. 2nd service provider arrived and diagnosed failure of blower fan disintegration. 1st week both lied to us about ordering the part, 2nd week both lied to us about needing further information. It was in "research". 3rd week both said it was on order then went back to the in "research" BS. As of today that is where it stands. Different story every time we call, wait on hold for 20 minutes or more, will not transfer to a supervisor, put you on hold and disconnect, worst customer service we have ever experienced. What a joke...

I have been with HMS for a number of years but my air conditioning is broke for over 30 days and they only have excuses for not affecting repairs. I called them in May and a GOOD repair company came out on May 5 and wrote up a repair order for the repair and I gave them my deductible. We are waiting for HMS to send the parts but HMS only says "it is in research". I filed a complaint with the Better Business Bureau.

I have been a customer for 7 years now, after this was given to me when we bought our house, and renewed there after. Well my glass stove top exploded when it over heated.Called and they gave me name of company. This company came out the next day and collected my deductible and that was the last we knew. Fast forward 11 days and after trying to use my stove and then glass shoots everywhere and got my child. So now medical bills, and infection.....This trashy company now tells me because the burners work it is not covered. So they took my money knowing this was not covered......All we are told is oh we will try to get your deductible back......Yep so lost 1 day of work, medical bills and a scar on my child.......This company is just a scam and I am filing a BBB complaint....done with these thieves!

I was a loyal customer for over 4 years. My first claim was April of this year for a dryer. The second claim was a plumbing issue. Needless to say, they failed on both claims. The service guy came out for the dryer, collected his $100 and never heard from him again. After 3 weeks I purchased a new one. This was after numerous calls, hours of wasted time, and nothing but lies. The plumbing issue was the last straw. I called to cancel my account and run into a real POS on the other end. Tried to threaten me with a bunch of nonsense, so I called my mortgage company and had them cancel. Truly, these people are running a real scam.

................BEWARE FIND A COMPANY THAT IS NOT UNDER THIS COMPANIES UMBRELLA .. Residential MD ..country wide .. AMS ..HMS.. There are more ...

Most recently, we had a leak on the water heater and the fellow who came was very efficient and very nice to deal with. I'm very pleased with him. We also had a claim on a washing machine. There was quite a bit of confusion about who was supposed to pay for it. But eventually, it got done to our satisfaction. I've never had one of those policies before, and so far, I've been very pleased with it. I recommend HMS Home Warranty.

We have multiple air conditioner units and multiple refrigerators, and the other home warranty company we had several years ago just covered one unit. Cross Country is our present warranty company and it is much better as they cover multiple units with increase in premium. Their representatives have been professional and our interactions with them were very good. Most of their technicians have been very good as well. But two years ago, we had an issue with someone who came out to work on the air conditioners who told me a flat out lie. I reported it to Cross Country and they investigated it and took the company's work for it and paid them. There were times when it took four days or even a week before someone got back in touch with us to come out to see what our problem was. But we are in the rural area so it's harder to find someone. And Cross Country has gotten better recently and I would recommend them.

After 3 weeks of multiple phone calls asking for help with a service provider who did not make a service report sothat workcould begin, I have given up and am cancelling the contract. The process started out shaky and got worse. Every call was answered with the same response: "We'll make contact with the provider for the service report." After 3 weeks I demanded another provider only to be told they still need the report and I would have to pay another $125 deductible IF they decided to change providers. "IF" they decided to change! Repeated requests to speak to a supervisor were refused or I was told I'd have a call-back within 24 hours. Never happened. Once I was told the issue would be escalated to another department and I would get a call in 24-48 hours. Never happened. I work for an international company and deal with customers worldwide. If any of my customers received this kind of treatment and lack of service, I would be out of a job.

We have had total protect for a few years now. Only used it once to replace a small part on our dishwasher a couple of years ago. No problem. This past saturday May 26, our air conditioner went out. We live in Florida, also we are in our seventies. Every call we made we were put on hold for at least a half hour, only to drop the call as soon as they answered. After finally getting through we were given a provider who was supposed to come on tuesday to evaluate our problem. Tuesday morning the provider called to tell us they did not service our area. So back to the phones, we suggested our regular air conditioner company, fine they said, have them call us. They did, they came out said the compressor was bad and the unit needed to be replaced. We got a quote, after numerous calls back to total protect we were given the run around. Nobody knew what was going on, one guy told me we were wrong nobody gave a service order number for our regular company, when I gave it to him he was very rude and said not true. So now 1 week later we are told that they will pay the first company that doesn't service our area a substantial amount to travel here anyway to assess our problem. We are wandering why they wouldn't just use our provider in the first place. We were willing to pay them ourselves if total protect would reimburse us. I think they are trying to see how hard they can make it on you so you won't bother filing claims. we have had other thing go wrong that we handled ourselves, like a couple of leaks and replacing a hot water heater. Based on this experience I certainly wouldn't recommend this company to anyone. So, 1 week later we are still without air, and doesn't look like we will have it anytime soon.

They have terrible service when you need to file a claim and you wait on hold for 15 to 30 minutes just to talk to someone and then they can't really help you! We have now gone two week without AC only to find out today that after paying for the warranty for 12 years they want us to now pay $850 to fix the AC due to 'uncovered' items of which only one of the items they referred to are outlined in the policy as not covered. They do not communicate with the consumer or their service providers to let them know what is happening - they even sent me a text message 'confirming the work has been completed' - when I responded N to their request the message I got back was someone would call me - more than 24 hours later... No call. When I call them I get the runaround with no real update as to when this will be fixed.

I bought the HMS Warranty almost 1 year ago after I replaced my main AC unit, mainly because I have a heat pump for my upstairs, that is as old as the unit I replaced. The heat pump, which works as an air conditioner, went out 1st week of May so we called and asked for an appointment. They said 2 wks b/c there were others that had no working AC and they take priority. I felt this was understandable. I stayed home from work to be there. The repairman came out as scheduled and said the air handler had a leak and needed to be replaced but also noted that the compressor on the outside unit smelled like it was burning up and would soon need replacement. The air handler was located in our attic, so we would have to find someone to remove our stairs leading to the attic and replace them when the job was done.

I just purchased a home last month. I made the sellers purchase a home warranty so If something were to happen within the next year I wouldn't have to pay out of pocket to have it fixed. My process started 9 days ago. I have called them every day and have spent anywhere from 35 minutes to 120 minutes on each call I have made. My A/C unit is not working at all. Temperatures have been as high as 106 degrees, keep in mind I have two small children at home. Inside our home temperatures have reached as high as 97 degrees. I keep getting told I will receive a call within 24 to 48 hours with a solution and a company to fix it. I was told today I need to hire my own company and pay out of pocket to get it looked at and repaired or replaced. I however as a single mom do not have the funds to pay for the repair or replacement of the A/C unit.

I’m very disappointed in this company. I have been a customer since 2012 and never been treated so poorly by a company let alone the people handling my claim. If I do not hear from this company today. I have no other choice but to bring a class action suit against you. I have been more than patients and willing to work with you but all I get is nothing on your side. Since May 4, 2018 I have put a claim in about my AC going out upstairs. You sent a repair person to come out to check the problem. He put a request in for the part needed to fix the issue. For a whole week I waited patiently for it to be fix. In the meantime my AC downstairs was working twice as hard to cool my home that processed to go out. When I was talking with the repair person about that problem he told me he couldn’t fix my first problem until you guys ordered the part and send it to him of which I did not know you order parts when you told me it was the repair guys fault in not coming back to fix it. When I called back to you guys and asked about this you told me that it was ordered and on the way. I stressed to you guys that I had to watch my grand daughter for the week and all of the bedrooms and showers are upstairs right a long as my office. You assured me the part was on it’s way. Two weeks later and no sign of the repair person or part. Then you call me and leave a message about options to offer me. When I call back their were no options but I was told I needed to paid an extra $500 fee on top of my $125 fee to get it fix. I was a little angry being told I had options when there was no options presented I was just told to pay more money period. I told the rep I would call back after discussing this with my husband. We agreed to pay the $500 the very next day to get it fix. You guys said ok and you were ordering the part now. A week later and no part in site. I called backed and ask where is the part. You kept saying it is on its way. Days later I call back after talking to the repair person with no part in site. You guys told me you did not ordered it because I didn’t agree to the $500 cost. Which I did agree to. I asked at that point to speak to a manager and the manager assured me again that the part will be ordered. I asked for confirmation this time. I was sent a text confirming the order. A week later no part has arrived and now no one is giving me answers or letting me speak to management. When I call now my phone automatically disconnects so I can not talk to anyone. It says that my calls are recorded please go back and listen to all of my calls. I was nice and pleasant to all of your staff until a week ago when I asked to confirm my ordered parts to “Tay” the manager. But I was still thinking this was going to be resolved after another week. I get a text yesterday evening saying my claim has been closed out and if I needed additional assistance on this service event Reply Y for yes. I did and another text came back saying “ Our concierge team will be in touch with you, we are here to help”. I have received no call. Today is June 1, 2018 and I still have no AC upstairs in my home. I recommended you guys to all of my friends saying how great you guys are but look what happened. I have been sleeping on my couch since May 4, 2018. My back has been out due to it. I have loss work because of it. Also I lost my vacation time out of town due to waiting on this part. I had to pay extra money to a chiropractor to work on my back and extra on getting a massage to relieve the pain. But all I want is to get my AC working again. My claim **. Thank you for your help in this matter.

When submitting a claim, I do it online nowadays. A few years back, there was no online reservation. I would call, and they would ask me for the policy number and would tell me that someone would call me back for the appointment for the repair. They were honest and straightforward. And we're satisfied with the coverage plan. I can trust the person who comes to do the repair and they are also not likely to suggest any other necessary repair. I feel like I made the good decision with Cross Country.

On Tuesday, May 29th we experienced a major plumbing backup involving our kitchen sink, dishwasher, and one bathroom sink and shower. We called HMS to send a plumber as we could not use any of those items at all. The next day they called and said the first appointment was Monday, June 4th! There is no way we could wait 6 days to use our kitchen sink and the one of two bathrooms! There was nothing they could do about it because that was the “only network provider” in our area. Before you buy a home warranty with this company - find out how many providers they contract within your area! They were recommended by our realtor when we bought our 47 year old house in October. We hope not to have another reason to call them in the year we have a contract and will definitely not renew with them!

I had an issue with the AC May 2nd, TotalProtect send a tech and they told me it needs freon, I pay the 125 dollars. The system worked for 1 week and no longer works. Is 82 in the house with a small baby, I contacted Total Protect and they told me they will be contacting the service tech to return. TODAY IS JUNE 1 NOTHING AND NO REPLY. CONTACTING THE BBB AND THE ATTORNEY GENERAL OF OHIO. ALSO GETTING SOMEONE TO FIX THE AC AND FILING A CLAIN IN SMALL CLAINS COURT.

I had a shower valve leak. probably need new valves (both bathrooms). Placed the claim in april, its june now. nothing have been done. they set me up with a contractor but they never showed up. request another contractor, never showed up. none of them returned my calls. Total protect gave me the run around for 3 months. I asked for a new contractor, they said i had to pay the $100 deductable again. I'm out of $100 and nothing got done. I finally cancelled my membership, luckily annual contract ends on the 18th of June. I have been with them for 10 years. They tried to talk me out of it, asked me what was the reason. THREE months and the job never got done, and i have to pay another $100 deductable. It was great first few years. Had no problem with claims. But the last few, it was frustrating. Just to let others know, read the reviews, especially the bad ones. WOULD not recommend this company. No way!!

I bought my house in Feb 2018 and purchased a home warranty at that time. On May 17, 2018 I had to call Total Protect to service my AC as it stopped working. It was 100 degrees. The company they scheduled for several days later did not show up or return our calls. I was on hold for 40 minutes with Total Protect to get another company. That company was also a no call and no show. Again on hold with Total Protect for my 3rd no call no show. At this point I had no AC for 10 days and 104 degree heat. They finally sent someone who showed up and made repairs. The next day the AC was not working again. They came back and said it needed a new part which would be in in a few days. They came back a few days later and repaired it again. The next day it stopped working again. They scheduled for the following week and that time they were a no call no show. When Total Protect reached out they said they were now denying our claim. Total Protect said the issue is a cleaning and maintenance problem not covered under warranty and they would not cover it. I explained that since the repairman said it was a part the first 2 times it seemed odd it was now a cleaning issue. Total Protect stated that I needed to show them how often the system had received maintenance. I pointed out I had just bought the house so I did not know but I had a receipt from the company that last serviced it left by the seller. The warranty company still refused to repair the system. It is scheduled to be 108 degrees next week and we have a small child in the house. I have now scheduled someone to come repair the AC myself out of pocket because I cannot have the baby in that heat any longer. Countless phone calls and waiting for people to not show up! And to add insult to injury, I cannot cancel my year long contract with Total Protect even though they do not provide the service they say they do!

On May 4 we placed a claim for our HVAC system to be fixed. Summer was starting with a bang and our HVAC system didn’t fire up. We had just filed a claim with Total Protect (TP) in September 2017 and they had ‘fixed’ the issue. Here again it wasn’t working. Oh well, no problem—we filed another claim hoping whatever issue was new and would be repaired. A technician came out a few days later and recommended the handler be replaced. One week later nothing had been done and we called TP who said they’d not received anything from the technician yet (this was denied by the technician). A day later they had received the recommendation. One week later they sent an email to the technician to “ask if they wanted the equipment delivered directly to them or to the Carrier facility.” Technician replied and a week later TP told us the part had been ordered (this was on the 22nd) and would arrive in 3-5 days. One week later, nothing. The technician told us he didn’t even see an update in the system indicating anything had been ordered. On the 31st we received a text saying the part had been shipped and would arrive in 3-5 business days. It has been nearly a month and we are still without AC and the temps have been in the 90’s. We have 4 young children and after week 2 the claim was labeled a “medical emergency” for whatever help that was. We’ve called nearly every single day and received the run-around every time. TP employee have told us every time we asked for a manager (save twice) that they were unavailable. And EVERY single time they promised a callback we have never (to date) received a call back.

Updated on 12/24/2018: They have not paid this claim 7 months later. I have called on 5 different occasions over the past seven months. In July they said they can't get a contractor to come out, and offered me $883 for the repair. I had it done myself with a private contractor in excess of $4000. I called again in July and they said they were sending me a check for the $883. September comes, nothing, I call again, they tell me, "Oh, it must have been lost in the mail. Let's reissue and put a stop. Wait 4 weeks."

When we bought our home, the previous owner included the home warranty with HMS in the sale and we stayed with this company because we've been very pleased with their service. It's very efficient and very good. Most of the time, we go online to file our claims with them. But a couple of weeks ago when we filed our last claim, we did it on the phone and the person on the other line wasn't real knowledgeable about what's included in the warranty. So, she had to get her supervisor on the line. Then, the same claim suggester didn't realize that it was possible for her to assign the claim to someone that had been here before. Other than that, the technician who came out was excellent.

I used to have another home warranty provider but my friend told me about TotalProtect at the time and she was so sold on it that it was really unbelievable and I had to see for myself. I have TotalProtect now and I have no complaints about their service, which has been good. They are great at their job and they treat their customers with utmost respect. And best, they try to make sure you’re 100% satisfied with their work. I file claims over the line and I have talked to two different representatives since the time I’ve been with them. Both were knowledgeable about the job. I explained to them what the problem was and they got right on it. Either they gave a number to call or they called it for me depending on how quick I needed it. So, it’s a great service and I love it. Every one of contractors have been great so far as well. TotalProtect should keep up the good work and I would at most try to refer as many people to them as I can.

Our AC broke down over the Memorial Day weekend. I asked for emergency services as my dad is disabled. The quickest option they gave me 5/30. I requested service for the first working day 5/29 after Memorial Day weekend as it was a medical emergency on account of my dad. Big Mistake. My case has been elevated to a mysterious 'Dispatch' team since it's a medical emergency and I'm told they are working round the clock to find someone sooner than 5/30. I called them 2-3 times today for update and to asked what their definition of 'emergency' was. I stressed that I would have been better off going for the regular appointment. I asked to cancel the emergency and set up a concrete appointment. They can't do that because the request has been elevated to this almighty 'Dispatch' team that these people can't contact.

Was with Total Protect Home Warranty from 2004 with the exception of 2015 when we moved to a new house. Went back in 2016. Also covered our daughter/son-in-law house from 2014.

My experience started on 05/07/18. Our AC wasn't cooling properly and it's 100 degrees outside so I put in a claim for our annual inspection/cleaning. The appointment was scheduled from 8-5. The man showed at 7:30 pm. I knew he didn't have enough time to clean our unit arriving at 7:30 pm. He hosed the outside (no chemicals) and looked at the inside. He cleaned nothing, said, "You're low on freon and your unit needs to be cleaned BUT, be prepared to replace it." "Wait what aren't you here to clean the unit." I ask. "Oh no we don't do that." "So what are you here for then," I ask? "I have to place another request with a different department." He said. Waste of time! So I have to wait a few more days to even place the request because the first guy took forever to close out the ticket.

When I bought the house, the agent recommended TotalProtect Home Warranty. I've been with them since 2003 and I had three houses under them. My experience submitting a claim has been pretty good. The technicians were pretty good, too, except they were very demanding on their money. They wanted the money right away before they speak to you. But the quality of work performed by them was very good. I never had any problems.

When I purchased my home, it was covered by the HMS Home Warranty. I continued the service, but have found that it is not worth the hassle. It is also not cost effective because many items are excluded. Currently, I am trying to arrange the repair of a dishwasher. I filed a claim last week, but now that I have spent countless hours following up they have no record of last week's service request. After a lengthy hold, the first rep I reached today insisted that the contract had been cancelled! That was sorted out and I'm still waiting for an appointment, 43 minutes and counting on the phone and that's just today.

I bought my house back in 2016, and there were a few older items that I was concerned with that would fail. then, I was told that HMS Home Warranty had the best warranty. However, claim submission was pretty frustrating. It was giving them the information over the phone, but then when it came back, they weren’t covering certain items. They would say there was a drain which was covered, but they would say that it wasn’t actually the drain itself, which from the shower is attached to the drain. So, they were saying, “That’s not actually the drain and that wasn’t leaking.” So, all of that was out of my own pocket. It was ridiculous. And they have that on many of the things that they cover.

Our water heater is bad and leaking. Pilot light will not stay lit and our water is not warm. Four Days with no hot water. First Plumber was a no show. Second plumber says water heater needs to be replaced but he must wait for approval. I can't get an answer from HMS. I can't understand the customer service agents on 3 different calls because their English is so poor. I think this is a flim flam rip off. Tomorrow, I will start work on a complaint to the BBB and the Tennessee Dept. of Consumer Affairs. At this point, I do not recommend anyone get mixed up with these folks.

Everything has been good with Cross Country. When we had issues, we called them and they went through the process. Then they worked until we got something resolved. But when we had a furnace situation, they were adamant about purchasing a new one themselves. However, the heat and air people who put it in are not obligated to service it because it's not their product. So, Cross Country needs to go with the product of the people that they have to install the appliances. Otherwise, they'd put the consumer in a real bind. Other than that, any plan like that is worth the money. I haven’t had that much experiences with others, but I gave them a shot and they followed through.

First of all I have had Total Protect for over 4-5 years and have not had to use them very often. However I have had to make 2 claims over the past month on 2 separate homes the 1st was a bottom of the barrel plumbing company that stole my credit card info while taking my payment and the following day tried to charge over 15 retail stores with my credit card. The 2nd call was for my AC Which started 1st thing Friday morning having to make 3 separate calls to get a contractor the fist 2 were companies that I was given a non working phone number and the 2nd didn’t want to do business with Total Protect the 3rd contractor given confirmed an appt. on Saturday between 1:00-5:00 and was a no show. Since then I have had another 3 calls in to Total Protect to have management call me and yet to receive that call back.......we are now at Tuesday over 4 days since initial problem and I ya e not received any calls back. I had to find my own HVAC contractor and pay out of pocket. Needless to say I just cancelled my service contract with Total Protect and went with another company!

I've been without ac for over three weeks now. HMS promptly sent out a vendor to assess the situation, however getting verification and the parts has taken weeks. My claim is listed as a medical emergency because I have small children at home and I have asthma. I don't think they understand what emergency means. We've had temps well into the 90's here. Fans are not enough. I've called no less than 10 times and sent a message on Facebook. Despite promises of returned calls from supervisors, I have yet to receive a response.

Updated on 12/20/2018: We had multiple conversations with their claims department with no satisfactory results. In August we contacted the company and requested refund of the monthly spa premium for the previous 5 months ($100 total). We also requested removal of spa coverage moving forward. They agreed to issue the $100 refund over the phone but it didn't come through. We followed up with the company in September and they advised that the Accounts Receivable department will issue the refund. We called again in November. They confirmed the $100 refund once again and gave us a refund confirmation#. The $100 refund still was not processed. We contacted the company again in December and was told that they will need to escalate the issue.

If you are reading this and you are on the fence if you should purchase a HMS home warranty or not please read this and trust me that I’m only spending the time to write it so I can hopefully save you some frustration. I have purchased 3 HMS home warranties in my lifetime. Never have I filed 1 claim until 5/6/18. I was not able to get an appointment with a service provider till 5/15/18. After paying 3 deductibles and warned that not all thing are ever covered by HMS and I will have to put money out of pocket IF HMS even approves the repairs. I was told the service provider would submit a ticket to HMS and get back to me when approved. Today is 5/29/18 and I just hung up with HMS. I spent 48 minutes waiting on hold before an operator picked up, then accidentally hung up on me.

There seems to be a horrible disconnect here. The customer service reps are very friendly and professional but yet seem horribly trained. I called in regards to my AC repair, in which the service company came out to repair yesterday but did not resolve all issues, as I am still without AC. I was initially on hold for 44 mins before speaking with a customer service rep. Once I did reach one, Romello, he informed me that he would need to transfer my call to another dept in regards to my "follow-up" claim. He placed me on hold for approx 7 mins only to have rerouted my call back to himself as he greets me again. I inform him that he has transferred me back to himself and he responds with "what the heck," while attempting to transfer me to the correct department again.

Poorly run company - seems like a scam. Very quick to come out and collect deductible but then there is no follow up. We are going on week 3 of no AC and no one can tell us the status of the claim. Don't try to call customer service... you'll be on hold for over an hour and even if they do answer, they can't tell you anything worthwhile. The service technician they sent out was plain old rude and extremely difficult to reach. Making sure I spread the word to all my realtor friends NOT to use this company. 0 stars!!!

We have only lived in our home for four months. We have a warranty with HMS, and on May 16th they sent a man from DSE come out to look at our Air Conditioner unit. He (the man with DSE) stated we needed a whole new outdoor unit and the coil inside needed fixed/replaced. It has been two weeks, we have heard no updates and have tried multiple times and multiple ways to get updates from either DSE or HMS - both places have recorded lines that refer you to the other. When I do get an option to leave a message with DSE, the mailbox is full. We have paid the $100 deposit, and all I am seeing as far as an update is on the HMS website where it states that they are waiting on parts as of May 13. How does that make sense when DSE didn’t even come look until the 16th?

As I'm writing this I am sitting in my 85-degree living room on Memorial Day weekend. My wife called the Weichert Realty home warranty company, which turns out to be this company, on May 3 to set up an appointment to get our A/C checked out. The appointment got set up on the 7th. Well, the first guy never showed up, no call, no show, no returned call. Called the number on my contract 1-866-439-7768. Got a hold of someone and having to repeatedly pressing 0, because there is no prompt to talk to an operator. She tried to call the service provider and said she couldn't get a hold of him either. Then... she said, "she sent him a message and he responded saying he will call me ASAP." He never did.

You really should be able to give a company zero stars. This company deserves ZERO. We recently purchased a house and only 4 days after moving in our hot water tank broke. The sellers provided a home warranty through HMS so we filed a claim. It has been 10 days and there is still no end in sight. Customer service is a joke. They are completely unknowledgeable, rude, and give completely false information. Not only that but it takes about 15 minutes to speak to an actual human and you can barely hear them which I am convinced are both tactics to get you to stop calling. One of the last calls resulted in the customer service reps trying to persuade me into not needing to talk to a supervisor, then she said there were none available. She then said I would be called back by a supervisor “maybe later or probably tomorrow.”

Total protect home insurance. If I could give them zero stars I would give them zero stars. I have been a member of “Total Protect” for quite a few years, and they lie! I joined them based on reviews from AmSouth bank at the time, my bank, and continued with them when Regions Bank took over AmSouth.

I bought a newly remodeled home four months ago and have had two separate issues with the plumbing, both resulting in leaks inside of the home. BOTH times, the company has said it was not something they would cover under the warranty, giving less than adequate excuses as to why. The dishwasher leaked into the basement and caused damage to the ceiling, wall, and floor. They said it had been improperly installed (by the previous owner), so they would not cover it. And even if they DID, they would only cover the dishwasher and NONE of the hundreds of dollars in damage the leak caused!

What a waste of money! Our A/C went out and upon calling HMS I was told that it would be about 3 weeks before someone could come and look at our unit because they were VERY busy. However, I was able to get a private AC contractor out to my house the same day. I thought it would be worth bypassing the hassle of using HMS if it only needed some Freon but come to find out my compressor had gone up.

We bought our house in October and we were asked if we wanted a home warranty and HMS Home Warranty was what was sold through there. We've had a few claims already and everything has gone well. I submit claims over the phone and the whole claim process has been fairly easy. For my latest claim, the first guy didn’t really fix the problem. The second guy was very friendly, but still was not able to really fix the problem, so I had a third one come out and he never ended up coming back. They said we basically were gonna get a new stove because ours wasn't repairable.

One of our two AC units went out May 4, 2018. TotalProtect assigned us to the first (of now 3 companies) on May 8th. 1st company said the evaporator coil needed to be replaced, and TotalProtect would have to approve claim. 3 days later, no call from anyone - so we call TP. They apologize for the service provider whom they claim didn’t submit anything. So, 2nd company is assigned and comes out May 16th. That company says it’s the coil and will contact warranty company. Days pass, no one calls -we contact company. In the interim, 2nd unit goes out - ceiling is leaking. Another call, more time off work, young kids and a 3rd company is assigned and comes out May 22nd. Affirms one unit needs a coil and the other needs a control board. We are in Atlanta, and the temperature inside is at 85 degrees. School is out, and kids are miserable. Another call to customer service, more apologies, more talk of “Escalating” the job. But, Research won’t be back in the office until Tuesday. We did this to provide protection for our kids...

If it was possible to give HMS 0 stars I would. Their customer service is pathetic. I haven’t have A/C since 5/7 and they do not care. My house is about 78 degrees on the inside and they don’t care. The customer service agents have been telling me my claim has been in the research department for 2 weeks. Come to find out that they were still waiting on information from the service provider. Turns out the information they needed was already in the file but it was “misplaced”. Meanwhile, I have been without A/C going on 4 weeks. Even though it was their mistake they won’t do anything to help the issue. All they will tell me is “I will be contacted once the research department has made a decision”. I am fed up with HMS, something needs to be done to help fix people’s problems. From reading other people’s reviews I am not the only one having these same issues.

I have been without AC since 5/11. We placed a claim with HMS that very day, and the service provider came out on 5/14. We were told our capacitor was out and needed to be replaced. Since the service provider didn't have the part in stock, they had to go through an HMS part provider. None of this would be a problem, except this has taken entirely too long to resolve. We live in the South, and it has been incredibly hot and humid. When we called HMS earlier this week and relayed this information and our dissatisfaction to them, they couldn't care less. We are fortunate that we do not have illnesses, pets, or children or else this would be even more unbearable than it already is.

The repair company” oh and they will even connect you to that repair company to avoid talking to you completely. Please, I beg you ...save yourself the time,money and aggravation.

I have filed two claims since I purchased this policy back in 2016. One for a compressor on my fridge and the second for a garage door opener. The first claim took a while due to waiting for the compressor. The second has been a headache. They could not find a technician to come and look at the garage door opener. After waiting a week or so I call back to customer service, was given the option of owner-co which meant I would be the one try to find someone to come look at the door opener; we declined this option. Then was offered a check for $250.00 to do the repair our selves. Which we excepted. Was told would take about 20 days before we would see the check. So after the 20 days passed I called back to customer service was told process was not done proper would have to wait again 20 more days and a check will be cut and mailed first of May 2018. Again after 20 days I call back gentleman tells me check was issued the second week in May but could not tell me the day. So I waited another week and call back and speak with a young lady she tells me claim was processed incorrectly and assures me she is fixing it while we speak. I now have to wait another 20 days to see if it is resolved. I have never been so unhappy with a company's customer service. The notes are not in their system correctly or at all. Can't be forwarded to any sort of supervisor. VERY UNHAPPY CUSTOMER here.

What a nightmare. Total Protect Home Warranty Company sent out a service provider to replace a compressor on my AC unit in September. Total Home Warranty bought the wrong condenser so they came out twice to replace it. While that doesn't sound that bad, what happened next is the real nightmare. The Total Protect technician bypassed a defrost board to get the AC working and the repair failed within six months.

Total Protect is not the proper name for this company. I have no hot water for two days already. One day for them to come and you have to call in for updates. Found out the coverage is to replace the part, the rest of the cost we have to pick up. Imagine to replace my existing water heater, it will cost $850 or I can find other providers and they reimburse $475. Which I will since their provider is more expensive. Dont forget you already pay a deductible of $125 and a Total monthly cost of $40 plus. Not worth it nor work as advertised.

We enjoy HMS and have had excellent an experience with them so far. When we had our air conditioner repaired, I made one phone call to them to HMS and they told me just to look into the work order and contact the local service rep. It was easy. And the claims rep I spoke with was very helpful, friendly, informative and efficient.

TotalProtect offered better benefit than the previous warranty that I had and they provided great service. TotalProtect's reps are very prompt and took care of what needed to be taken care of. When items needed to be fixed or replaced they handled it expeditiously. And their claims representative has done well in terms of answering whatever questions that I have. Plus the technicians are very courteous and prompt. He was able to identify what the real issue was and was able to resolve them. So far I'm satisfied and I recommend it to other people. I was dealing with someone who wasn't satisfied with their warranty and told them to take a look at what TotalProtect does.

HMS was passed to us from the previous owners of our home when we bought it back in September of 2015. We didn't have any issues with them and other claims were handled fine until 4 weeks ago when our A/C stopped working. We filed the claim and we received a response quickly and were assigned a service provider by the next day. The service provider thought it was a bad relay, but after they got the part (a week later), it shorted out when it was put into the unit. So after trying to locate a different part which took about a week it was decided that we would be getting a whole new unit.

This company should be named Total Neglect or Total Regret! That would be truth in advertising. I tried to get my dryer fixed, made a claim online, etc. They sent a repairman who said that the bearings in the dryer needed to be repaired. He said he would get the parts and be back in a couple days. Sounds like it should be covered, right? It looks like it should be covered according to the contract. According to Total Protect, the dryer was not covered and thus, the claim was denied, even though it says dryers are covered. I am canceling their services and want a refund for all the claims I won't be making with them in the future. After this happened, I went looking for reviews. I've found about three moderate reviews and dozens of dozens of negative ones, mostly for the same reasons as I have written of here. I even read one that says the company is struggling financially and trying to grip tight onto every dollar it can. At this point, I would not be surprised if they are operating a kickback scheme with the contracted technicians. Send in the technician to diagnose and take your money, then haveTotal Protect weasel out of fulfilling its contact and they will give a little kickback to the technician for colluding with them. Additionally, it is not possible to remove the card one used online to sign up for the service. It is set up for automatic payment annually in my case. I read other reviews about the hours people spend on the phone to cancel these services and how the consumer has to watch their credit card statement like a hawk to avoid being charged again. In one case, a man was charged again despite having cancelled his policy with them. He said it took a few hours on the phone to talk to someone. At the time he posted that review, it was not clear if he was ever refunded his money. Take the money you would have paid Total Protect and stick it in a savings account. Add the technician fee you would have paid as often as you can. Use that to pay for needed repairs. Avoid these scammers at all costs. Should Total Protect respond to this (and I highly doubt they will), I want them to know that I am not interested in anything but a refund and a cancellation of my policy with them.

We decided to join this warranty company after a recommendation from our banker as he has them as has been totally happy with them. We signed up on 2/14/18 and the waiting period was over and coverage started on 3/14/18. Unfortunately after it went into effect, our pool pump (which we pay more for coverage on the pool), went out. We called them to file the claim and they sent out AAA Pools to look at it. Now, this is a rental property and AAA Pools told the tenant that the pump was bad and would need to be replaced and they would have to order it and would take about a week. However, the year before, we had been with a different warranty company and the capacitor went out on the pump and they use the same AAA Pools as a contractor and when they came out to see what was wrong, they said the pump was bad then as well, but they wouldn't return our calls and never did order a pump. After a 3rd pool company came out and said it was just the capacitor, they fixed it right away and the pool was back up and running. Now, the problem is that AAA Pools told Total Protect that they knew it had not been working since August of the previous year and now, even with proof that the other company fixed it and received payment from the then warranty company, Total Protect still will not cover this as they claim they have no proof that the pool pump was running when the warranty went into effect. Of course they would not have any proof unless they went out and inspected each and every property prior to the warranty going into effect. And of course that will not happen, but we have jumped through every hoop they have thrown at us, including an electrician that checked out the entire house on 3/1/18 prior to our tenants moving in and I have the proof of that with a work ticket and so does Total Protect as we sent it to them to prove that everything had been inspected on that day and it was working correctly. They have turned us down for this claim and when I asked the Senior Supervisor if we will have to go thru this with every single claim, she stated that won't happen. Well then, why is it when we give them everything they asked for and the proof that they wanted, can they not approve this claim if they aren't going to give us any issues on anything else? It's almost like self service home warranty. You do all the leg work and in the end they do nothing and reject something you are paying for. What use is it to even have them if you can't use them for what you need them for? I asked for the Senior Supervisor to have her manager call me and she tried to tell me that there is no one above her. Oh, yes there is!!!! I know how many levels you have and this is utterly ridiculous on their part. They will not listen to reason and their way is the only way.

Our A/C went out on 3 May. Thankfully the service provider was able to squeeze us in on a Saturday (5 May)... Otherwise, we wouldn't be able to be seen until 9 May. The technician that came out said that our entire unit needed to be replaced (wires were frayed, the compressor was blown...etc). As a side note: we have had this warranty for the 7 years we've lived in the house and we have had issues with this A/C almost every single year (sometimes twice a year), so they should have plenty of records of the continuous issues. The claim was in research for 2 WEEKS.

We typically submit a claim to Cross Country Home Services through phone. And their reps and technicians get the job done.

My HMS warranty was paid for for a year. It was part of my home purchase. I had a good experience with them so I thought it would be good enough for a year again. I've filed two claims so far and their reps have been pretty good. When I had a problem with the dishwasher they sent Sears over and the guys were fantastic. They were knowledgeable and super awesome. They did a really good job. The only problem I had was with the claim I submitted for the heating and cooling. I called in and the rep got right to the problem, and they set up the time for the repair. But the contractor couldn’t come out for it. The morning of the appointment, however, I got a call and was told that the technicians were coming but I said, "Cancel it."

We started having trouble with one of our heater pump. And that was the start of the issues. So we went ahead and got everything covered in our house through TotalProtect. The claims submission was decent for the most part with a major client. I prefer to talk to somebody versus the one that's online and they usually get me over to somebody pretty quickly.

I put in a claim and the person who was to come out was scheduled a week after. They came out and left indicating they need approval. No one called me neither did he call the Warranty company. I paid deductible and did not hear back. I called Warranty a few times and gave up due to hold time. Finally got hold of customer rep 20 mins later, I made a screen shot of the time, was put on hold then finally they pulled my claim.

This company has no clue about customer service. I have been trying to get my ice maker fixed since October 2017. They have come out 15 times and 8 months later they have denied my claim saying that the issue is caused by structural damage. The guy who called me yesterday to give me this had no common sense. I told him that the ice maker was still not working and was lost for words. I told him that is all I want fixed and he said he would ship me the part and it would be up to me to have it fixed. Pay almost $800 in home warranty to hear that I should go have it fixed myself. Today when I called to speak to a manager, the rep told me that I will get a call back when a manager gets to it. No SLA. My recommendation, DO NOT use sign up for this home warranty. The worst that I have ever heard of.

We have purchased HMS warranty and overall it has been adequate. We had small claims filed and those have been addressed and resolved. We recently filed a claim for an A/C repair. The contractor requested HMS for the unit to be replaced. We were told that we will have additional charges that were not covered by the warranty, and we agreed to pay those out of pocket. 3 weeks later we are still awaiting the parts and the “research department” to conduct the research?? ON what? Is it a science experiment? The research department has taken 20 days to research…Seriously!

Recently had an excruciatingly painful experience with HMS trying to have hot water heater replaced. Our claim was lifted to 'emergency' status with a newborn in house, which largely proved to be a tactic to make us feel it was acknowledged and resulted in ZERO progress. After being told we would have a replacement in 3-5 days, we waited 2+ weeks while our claim went from department to department for 'research' and 'authorization'. Meanwhile, multiple employees either were curt and provided no updates or info, or were misleading.

I've had TotalProtect Home Warranty for 26 years now. I’ve gotten a lot of calls from other companies but I haven’t checked into anything because I’ve been satisfied with what I have so far. Submitting a claim is easy. They take care of all my needs and concerns. I usually do it over the phone and the interactions with the reps have been very good. Also, the techs have taken care all of the problems that I have. My only concern is that the price jumped over the last year from $60 to $125. But on the whole, I haven’t had any other problems.

I have a rental property that has a Cross Country warranty on it and everything’s been going great. I’ve been taken care of and it’s been awesome. Every time I've put a claim in, I've called in and spoken with someone. I let them know what was wrong then they took care of me from there. They've been very professional and timely. I haven't had to put a claim in that often but I noticed that the cost has gone up. They started out with $50 and now I'm at $125. My brother also has a rental property and I spoke with him. I told him the amount of plan that I have and he said there is one out there that's $80 and they're very good too. He's had no problems with them. So now that has me in a dilemma because I’m paying more.

The WORST Customer Service Ever! I have been a very local customer to HMS paying $600 per year for coverage. I have filed perhaps a total of 3 - 5 claims in a total of approximately 10 years. I am now in the midst of the most discouraging customer service experience I have ever been in. For the FIRST time this company now has to approve the replacement of a hot water heater. I have been going back and forth for three weeks now while the heater is consistently leaking and has ruined my hardwood floors which will now cost several thousand dollars to replace.

Home warranty is simple. you pay for it monthly and you pray that you don't run into any issues. But when they do your warranty company is suppose to cover what you are paying for and resolve the issues quickly. Not the case every time. One you have to pay a deductible, it takes 24-48 hours for a decision, they send someone out to fix it. NOT THE CASE HERE!! Placed a claim in April it is now May...guess what no solution. 15 calls. 43 hours and 53 minutes on hold, no follow through. rules and regulations of what they cover changes every day. please...do not waste your time!

I have had HMS for 4 years now. Everything had been great until my AC unit stopped working early last week. I called HMS, we arranged for DSE Mechanical to come on Sunday. Quite a long time to deal with the heat if you ask me, but I remained patient. Waited for my confirmation from the contractor, called their number 937-397-6035, but it leads you only to voicemail. Their voicemail specifically states ‘consider this your confirmation of service’. So I sat and waited at my house on Sunday (which is difficult as an orthopedic surgery resident, I had to have a co-worker cover my surgeries). No one arrived. I was pretty upset, called HMS, they contacted DSE, stated it was a mistake, they were sorry, they will come on Tuesday morning.