Cinch Home Services Reviews

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 ...

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.

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.

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.

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.

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."

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.

The first three or four claims I had with TotalProtect Home Warranty went wonderfully smooth. However, there's another claim that I'm fighting with them since January 31st and it's still not resolved. I have a wiring problem in the house. The paperworks that I got from Ditech, my mortgage company, says electrical system included. To me wiring is electrical system. So first, they sent me somebody who is only allowed to work on appliances. Then they sent me somebody who, when I called them says, I don't work for those people anymore. TotalProtect should know who their contractors are. And then, they sent me a third guy who never bothered to even return my calls.

Nearly one month after initiating our home warranty claim, I am happy to report that our air conditioning unit was replaced on June 6, 2018. I will add that I filed a complaint with the BBB. Total Protect did respond to that complaint, which I appreciated. My dispute was not with the time it took to replace the unit, but that getting information from Total Protect over the course of the claim process was such an unsuccessful struggle. Please note that I did have a very positive experience with two of their customer service agents at various stages of the process. I hope that the company will use this and the experience of others to improve communication and information availability between their customer service agents and their research department. This way, their customer service agents can provide customers with useful, real information. I'm certain it would make for a better experience for both the agent and the customer, and maybe even reduce wait times!

I am now on Day 51 since my initial claim to HMS. We purchased our home March 5th and the buyer purchased a Home Warranty as part of our offer. On April 1st we realized our A/C was not working properly and put a claim into HMS. It was very easy to place a claim online and they quickly contacted a company and had them out to us for service within a few days (April 5th). The company pumped something to seal any small leaks and filled with freon (which we later found out is all they are authorized by HMS to do on initial visits by the technician).

we place a AC claim on 5/14/18 the services provider came to our home the same date and they diagnostic that our AC must be replace, well we live in Florida were the temperature is always about 86 F so as per their contract they should response in 24 to 48 hours so I called in 5/18/18 to get some answers my surprised was after waiting for 40 minutes on the phone I get Mrs. ** on the phone and her response was sorry research department still working in your case they have a lot work volume, did you have a lead time ? R. nope no idea can I speak with a Supervisor she response sorry no supervisor on the floor bud ill made the request to my supervisor to call you, well guest what no body call me back so I decided to check today my claim status online now they said awaiting for Parts I called the services technician and they told me sorry we don't have any news from Total Protec they don't even said if your claim was approved or not so I decide to call Total Protect after 40 minutes and 38 seconds finally I got some one on the phone and she put me on hold again to find out that still on research department and they have 24 to 72 hours to give an options about my case so their rules is depend on the representative on the phone so my best advice is to avoid this Company they are good collecting the monthly fees but no idea about services and warranty services

I have been dealing with HMS since December 2017 and I still do not have a fixed HVAC system. I first called HMS in January after determining that our Boiler/HVAC system was not working. Their customer service department is decent (you will find out why soon enough as you will have to call them multiple times to get a service provider who knows what they are doing). I had to call them 4-5 times to find one who understood our boiler system. We have 4 vendors come out to look at our boiler system, the first three had no clue what they were looking at; we are fairly new to this house and it's 30 years old so I also wasn't entirely sure what type of heating system it was.

We had a different company for home service but they didn’t cover appliances so we switched to TotalProtect Home Warranty. I enjoy submitting a claim to them and you could go online but I’d rather call and talk to somebody. They schedule the appointment and tell you who’s coming and when. They also give you the number of the person, call that person for verification and he comes to do the work for $100. The contractors were very good and did excellent work. Most of them do the job and I would recommend TotalProtect Home Warranty.

I was looking into acquiring a home warranty since my appliances were getting older and my property insurance doesn't cover the inside of the house. A family member may have referred me to HMS Home Warranty. It seemed easy submitting a claim with HMS and it has all been done online. So far, the technicians that have come to our home have been on time and polite, and the quality of the work that they've performed seemed okay.

When submitting a claim with HMS Home Warranty, I simply picked up the phone and called their 800-number, and then specific questions were asked about the issue, such as the make and model. Then arrangements were made for the contractor to come out and make repairs. The contractor called me and did the repair the day of the call. With both repairs that I had completed, the contractors explained to me what was wrong and if there was anything that was unusual about how it might’ve been installed the first time around, they corrected the situation. Overall, I'm very pleased with HMS and I went ahead and renewed myself for another year.

Our HMS home warranty came with the house when I bought it. On top of that one year warranty that was gifted, I bought an additional two years. The service providers that HMS has sent out have been usually pretty good, but every single time that I’ve dealt with HMS, it’s been just a complete hassle and complication after complication. Anytime that I have filed a claim, I've called their 1-800 number and it would be automated at first. Then, it usually would end with getting in contact with a customer service representative. But it’s never been I'd just call and they would send a service provider then everything would run smoothly. Usually, I would have to wait several days before HMS would get back to me and then a service provider would come out. It would also take several days before they'd make their approval once they've received the service report from whoever the service provider is.

Two years ago, my whole heating system went and I talked several times with people at the TotalProtect customer service when I filed a claim. They were wonderful, making sure we got an energy-efficient heating system replacement. The guy they sent out filed for rebates and everything that we got. They were really very informative and I’ve never had a problem calling or filing a claim. I appreciate it. And then just recently, we had a water leak and we thought it was the radiator and the company TotalProtect sent was wonderful as well. They came out quickly and they diagnosed the problem and they came back within a week and repaired the whole thing.

Last week, TotalProtect Home Warranty put a new timer on the dryer and at that time, I was away for two days. When I came back, the dryer wouldn't work completely. I could have stayed without them fixing the timer because before then, the dryer would constantly run until I open the door. I had to go dry my clothes somewhere else. But I followed it up with TotalProtect and they would be coming back out this Friday.

I’ve been with HMS since ’08 and it was given to me when I first moved into my house. It’s pretty good not to have to pay full price for repairs and replacements. I stayed with the warranty because it was a good service and it was convenient and submitting claims was easy. Their reps are also excellent. The last tech that came out completed the job in less than a minute and it was in my second bathroom.

I have never seen such poor service delivery like this before. In addition, often 2 out of 3 technicians contractor sent out are completely incompetent. The only time we had good experience was when Sears technician was sent..... the is poor for a company that claim excellent service.

I could never get a hold of Customer Service during regular operating hours without being on hold for 30-45 minutes (there should be a call by option). When I did talk with Customer Service I had to thoroughly reexplain my issue to them each time because no notes were provided from my previous call. The Service Provider I was connected with could also never get a hold of Customer Service either, so they could not complete the work for me. The Service Provider stopped answering my phone calls and did not complete the work. I was left with a pipe leak, hole in the ceiling, and a leaking faucet that I had to fix myself.

My first experience working with Total Protect and its vendors has been extremely disappointing. I submitted a claim and a service request was ordered. Within a week, one of their local vendors came out, collected his $125 service call fee and explained to me that my issue was common and that everything will be covered and taken care of with no problem. I received a call about two weeks later from the Total Protect saying that the description of the problem and the parts required were not going to be covered. This was shocking as the tech told me the exact opposite. When I contact the tech directly following this denied claim, he indicated that it should be covered and he will follow up. Going on 4 weeks since the service call with no progress.

I don't know what is going on with HMS but I have been waiting for a week for an answer about my A.C. with them. I called in a claim last Thursday and the A.C. company sent out a crew right away. I paid my $100 deductible and they said they would put in an order with HMS asap. On Monday there was no response, Tuesday I waited for 36 minutes before I spoke to a sarcastic rep who told me they knew nothing. Called the AC company and they said they put the order in Monday. Talked to HMS again. They said they hadn't received anything.

We’ve been with Cross Country for 15 years now and the warranty was offered with our mortgage company. Fortunately, we only had five claims in that period of time and we've used both online and via phone methods when we filed those claims. They were very good and quick. However, we had a couple of not so good experiences with the companies Cross Country contracted with. Other than that, the plan we currently have is reasonably priced. The deductible is high since we are paying a lower premium. I understand that and how that works so I’m fine with that. What is nice about having a home warranty is that Cross Country Home Services takes care of looking for somebody, calling around, and getting the appointments. We’re very pleased with them. They are right in line and very competitive especially with their prices and their service.

Submitting claims to TotalProtect is trouble-free. There's a 1-800 and the person that I get is always courteous and helpful. They set up someone for me to see concerning whatever our problem is and in a day or so, the person is here. I'm also completely pleased with the quality of work. All the people that they send out here are professionals and they do their work as well. However, we had a plumber that wasn't up to par as far as his attitude and cleanliness and I did not request to use him again.

When I bought my house, my realtor said that HMS Home Warranty is the company that they, the Weichert Realty, use and she recommended it. I’ve had HMS Home Warranty for six years and they have provided quick service. Their customer service have gotten better over the years compared to when I first started. Now there's a website and the response time has vastly improved in the last six years, so I stuck with them. Filing a claim is very simple. I could do it online or I could do it over the phone, and the claim will be processed as soon as I call or as soon as I log in the website or put something in there. My interactions with the claims rep for the last two years have been very good, while it was lacking in the previous years.

I have never experienced a vendor like TP with such level of disorganization and incompetence. Stay away - there are other choices!!!

I have Cross Country for residential maintenance and so far I've enjoyed it. It gives me the ease of mind when something is broken. I don’t have to worry about putting out a whole lot of money to get it repaired or finding someone. I put in the claim and they find someone to send to the house. And they've been responsive to whatever claim I file online. When I do that, they respond via email. Then the company they assigned me would call me and we would go from there.

I have purchased the home warranty for going on 3 years now. I recently filed my first claim regarding my A.C. unit. I had an appointment scheduled on a Tuesday for the repairman to inspect the unit. He missed the first appointment and did not call me to let me know he was going to be late. We rescheduled the appointment for Wednesday which he again did not show up. I called customer service to get matter resolved. They told me to wait for the A.C. company as they have 72 hours to respond to a claim. Now that the 72 hours is over they rescheduled an appointment on Monday, 4 days later.

They mislead customers by letting them open service requests for uncovered parts (ice maker on a refrigerator in our case), make you spend money on the service call ($100 in our case), and deny the repair due to the part not being covered under the contract. Why were none of the people I talked with on THREE different occasions able to inform me of this? Why was I able to open the claim in the first place? We have also had customer service reps lie to us. In one instance we were told we had to wait at least 24 hours for their dispatch team to look for a service provider and there was nothing else they could do (We had been waiting for 24 hours already at this point.). Only to call back four hours later, and have another customer service rep locate one for us in 15 minutes. The first rep apparently could not be bothered to actually do their job. After all, they were not the person without A/C!

HMS Home Warranty was given by the seller when I bought the house and I’ve had it since October. I submitted two claims and I did them over the phone. The reps that I spoke with were great and I was very happy with it. The technician that came to our home was very professional and the quality of work performed was excellent.

We were out of state 900 miles away when our smart thermostat indicated a furnace issue in March. I called HMS and after giving all the information, I got cut off when put on hold. No return call, so I called again. Different person. She was not sure of status of claim so she called another company. Within 1 hour I got a call from a company, but required the $100 up front before they would even go to my house. Had to call my bank, have a money order made out and repairman stopped and got the money on way to do repair. My neighbor let him in to work. Then, I got a call from another company, who was at my house to do the repair and not asking for money up front???? Not very good customer service.

I have had HMS since I bought my house. I have made a couple claims and never had issues with getting someone out to investigate... Until something needs to be replaced. My hot water heater was leaking so my husband and I instantly made a claim. HMS sent a plumber out on the day I asked and said instantly it needs to be replaced and it would be done in a week. Sounded ok since the leak was small at the time and was told HMS would be in contact. Never heard anything from them and when I called 2 days later I was told they were waiting for me to call to ok the claim. I ok'd the claim and she said they would order it and I should hear back in 3-5 days. Now my hot water is really leaking and I have drywall damage. Didn't hear back in 3-5 days and I called another week later. Was told by HMS to call the plumber because they needed to order a smaller hot water heater. Plumber told me they're waiting for HMS.

I’ve been extremely disappointed with the timeliness and expectations given in response to our AC unit. I was told I would receive next steps 24-48hrs from when our service request was submitted. Now it’s been 6 days after submission and still no communication from Total Protect. I have called customer service every day since the submitted service request (each time waiting 30mins to get a hold of someone) and I do not receive any type of update. Only that our claim is in “research”....no other update provided or another false statement that I’ll receive my call “tomorrow”. Well after 6 days and still no call, I’ve lost all trust. I can’t believe there is no accountability to provide a specified timeline and no accuracy in expectation setting on when we’d originally receive a reply. It’s unacceptable.

I'm a realtor in NC and HMS Home Warranty was supposed to insure a home warranty on a home I sold to my clients. They submitted a claim April 9, 2018 that their refrigerator quit working. The home warranty company sent out technicians on several occasions. HMS didn't like the price that the technicians said it would cost to fix the refrigerator so they started the process over again and again. It has now been over one month that my client has been without a refrigerator. There seems to be no end in sight and no refrigeration as to date. The last they heard a technician again was coming out last Thursday and didn't make it. They have not called or communicated with my client to let them know what they are going to do. If I could rate them No Star I would do so.

I had a home kitchen redone and I was interested in getting a policy. So I went online and did a marketing survey. TotalProtect Home Warranty came out on top. They had more to offer. They had $1000 for the deductible on the house and now, they've reduced it to $500. I don’t appreciate that because I had that in the beginning and that was one reason I went with them. But they do take care of Samsung appliances. They fixed my stove and my refrigerator. They just put the ice maker in and they fixed the fan three times. It was not cooling and water was going in but now it's fixed. The dishwasher took us a while to get fixed but finally we got the heating element in. This last time, they did all three at one time for the $100 deductible. I have paid $100 several other times on other stuff though.

When I bought my home, HMS Home Warranty was on the contract. I made about three or four claims so far and usually, they're pretty good except for one time. I called to make a claim for my washing machine and it took a couple of days for them to get back with me. Whoever answered the call and took the claim didn't submit it. I waited a couple of days and they said somebody would get back with me. Nobody did. I called back and the lady said they didn't get a request and there's nothing in the system. I started to get upset.

Glad to see that so many people have had the same terrible experience we had with HMS. We have tried to file 4 claims with them in the past 5 months, and each time they told us they would have someone to the house to fix it within 24 hours. Only to find the next morning, the company they said was coming was NOT available, because HMS had not actually checked their availability. Then when we followed up with HMS, suddenly they couldn't get someone out to fix something for 1-2 weeks, almost a MONTH for one claim when we had no running water! Then they gave us a fake email address to send our "complaints" to. We have never heard back from them. Dropping them immediately. A complete WASTE of $500. Could not warn people about them more.

Without a/c 13 days - supervisor and sales rep will not call us. We have been a member for 7 years. I"m also a real estate agent that has given Ron ** and HMS $1000's of referrals in the last 8 years. I could go on for 5 pages about the problems we're currently having. Ron refuses to return our phone calls. My broker, team leader and owner of brokerage is now involved. It's been in the 90's and we don't have a/c and haven't for 13 days. We have been told along with our broker and team leader that we were approved and would get a call - nothing. We have given 2 estimates and also requested a copy of our policy - which was also denied. Please help. I'm happy to upload all my emails to Ron **. Please send his supervisor's name.

After being talked into buying the Sears Home Warranty for $839 for the year, I finally called to get a technician to help with my appliance issues. Already I'm on HOLD for OVER AN HOUR and the automated message says that they "thank me for being a valued customer and apologize for the long delay due to the large number of calls!!" It's the middle of May and can't imagine what could be going on. Finally, after talking with a representative of HMS Home Warranty (Sears Home Warranty) I was told that there are 290 million people in the USA and a lot of them have home warranties... so, I guess that I should be at the back of the 290 million! NO THANK YOU!

this company has totally dropped the ball my tenants have been waiting on a refrigerator for almost 2 months.repairs to an attic fan for 1 month 5 plumbers have been out to repair plumbing,to no avail.authorizaiton is at issue, they do not want to spend money,or care about their customers. wait time is in excess of 30 minutes and you cant understand the people. a supervisor or manager is never available, and i am still waiting after approx 6 weeks for a return call 3+times.these people are very unprofessional as are most of their technicians.they are greatly understaffed and just don't care. i am a former claims adjuster and manager as well. they would all be fired and replaced with people that cared and had some sense.too bad i cant give them 0 stars.

This company is a total fraud. Buyer BEWARE. They make it almost impossible to file a complaint. When I finally did they said they were sending me a repairman who cancelled ten minutes before he was suppose to arrive. They never did send another repairman. I have dealt with many companies and all I will say is BUYER BEWARE. This company is not reliable and does not do what they say they will do. After four months with them and filing one complaint they had the nerve to charge be 60% of my fee for a refund. Again BUYER BEWARE

I started with TotalProtect, which was part of Cross Country Home Services and my deductible went up from $50 to $100 but the service is still wonderful. I called the 800 number to submit a claim with Cross Country, I pressed the right prompts and they asked me if it was plumbing. I talked to a representative who gave me a claim number, the name of a company and a phone number to call. The company they gave me the last two times was called Firewire because it was electrical stuff and those people were excellent. They were in and out of here fast. They also went beyond as far as going up to Home Depot and buying parts that they might not have in their truck.

TotalProtect gets to the claim pretty quickly. We've had them twice for plumbing and I just called them up. They gave me somebody to call and I went from there. One time, the contractor was here the same day and the next time, it took about a day. I had good interactions with them and the quality of their work was good as well.

An HMS warranty came with our first house when we bought it and then we got it again when it also came with the second house that we bought. We got to use it a few times and it seems to come in handy. It still seems worthwhile to keep, and so we continued to renew it. Submitting a claim to them is easy. I have done it both over the phone and online but I normally do it over the phone. Everything seems to go smoothly when I talk to their claims reps. And as for their technicians, they seem professional, courteous and get the work done in a timely fashion.

If I could rate HMS Zero stars I would. My washer broke down a month ago, it is a stackable unit and the dryer and washer are attached. I informed them of this. I called and the service technician was out in a timely manner, said he recommended replacing the washer. I gave it a little while for them to get something done. Nothing. I called back a couple weeks later, the automated system told me the part I needed had been shipped, I had other questions and wanted to talk to someone, was on hold for over 20 minutes only for the call disconnected. I didn't have time to wait again so I didn't call back. A week later when I try to turn my A.C. on it doesn't work. So I call again to notify them of the issue and talk to someone about my washer as well.

I was told by the sales rep that there was no long term commitment. He lied. By the time I received the service packet, it was past the grace period for cancellation. They have very few service providers in an area where there are tons of service providers - but none will work with this company because they are difficult to work with and often don't pay. They approved services, and are now denying payment. They've lost three of my tickets so far, and when they were found, they had been mis-processed and the information in the ticket was incorrect.

yesterday the 14th part had been found locally. Now I have to wait an other day or two before some other group contacts supplier with payment info. not at all acceptable!

We inherited HMS Home Warranty when we bought our house. We've been their customer for three years now and so far, we've been happy them. Submitting our claims used to be rough, with the hold and wait times. But they had a system change when there was a problem a couple of years ago and the process got tremendously better. Now, a lot of it is automated. Dealing with their agents has been fantastic too. They were very helpful, understanding and responsive when we talked to them. Also, the technicians they sent out were good, very knowledgeable and took good care of getting things squared away when stuff is broken. Out of the three claims we've put in, we had one bad experience and two good ones. Still, I would highly recommend HMS.

My bf has been getting nothing but the runaround with this company. I'm set to move in before end of this month and this dishwasher needs to working for our family. He took off work last Friday, May 11th (he lost out on at least $200 taking a day off) and the company HMS had 'hired' Sears to come do the job. Sears has no R.O on file of this at all. And he is still waiting on a call from their so called manager. And nothing has been resolved. I will also be contacting the BBB.

DO NOT BUY THIS WARRANTY!!! We just bought our house in Jan 2018 which we had a full home inspection. I was there for the home inspection and watched as everything in the house was tested. Everything checked out a ok! When we bought the house the homeowner bought the home warranty due to the house being an older house. Fast forward to May, the temp gets to 80 degrees, I turn on the ac and it doesn't work. I called the warranty company in which they told me they were going to send out their service company. The HVAC company shows up and states he found a major condenser issue and we were low on freon. At least that's what he told my 20 year old son! (My unit doesn't even take freon. It takes r22.)

Whenever I call HMS, technicians come on time and fix things right away. Overall it’s been good since their repair. I’m very happy with HMS Home Warranty. They have good communication which I like. I wanna renew my warranty when it is ready to expire.

I call to submit a claim with TotalProtect and we then schedule an appointment and they give the number of a person to contact. They tell me when they’re coming out too. My recent claim was about two months ago with the heater. The technician was here for 5 minutes. I had solar put on and he did not put the thermostat right. Other than that, when my refrigerator went out, TotalProtect denied the claim because the back had a little depth. That was the only time I didn’t have a good experience with them. But I would tell friends that TotalProtect Home Warranty is worth it. I’ve had my water heater and air conditioner's condenser replaced and in those times we don’t have a lot of money to put it up so it’s worth it for me to make the monthly payment. And it’s deductible if you get it fixed when something goes out.

I called twice and it is the second time I got hung up. I waited for 40 min and this this just hang up on me. I was trying to follow up on my claim which is a recall service. The technician didn't show up and wouldn't answer phone call. I figured the lady couldn't help me so decide to hang up the call. Every Rude. service order number is **.

Had this service From 12-29-17 to 05-14-2018. The one time I needed the service on , on an air-conditioner outing, I put in a service request on 05-10-2018. After putting the automated request, which told me the soonest I could receive service would be on 05-24-218, and if I didn't want that to call them directly. (How can I wait 10 days for a A/C repair?)

I called Total Protect and cancelled my service on 9th of May since i no longer live in the house. The first representative transferred the call to cancellation department but the lady over there was not only very rude she dont know what she was talking and said i am on contract and the contract ends June so i have to pay one additional month and they will charge it in my credit card on file. I tried but she was very rude and kept saying the same thing again and again. Today they charged my credit card. I called by credit card company and disputed the charge. For 9 years i was there customer and when i cancel this is how they treat? What a rip off company!! Will never deal with them.

I never do this but boy do they have me PISSED. If you have this company or are deciding to go with this company DON’T. They don’t care about your well being and rather save a few bucks over your life! A week and a half ago I was home and smelled gas. Fire Department came out and so did BGE. Both confirmed there was a gas leak coming from the oven. Mind you the oven was off. When the warranty company sent a tech out the tech was there no longer than five minutes, did the bubble test and found nothing. We weren’t pleased so they sent out another tech, he did the same thing!

This is the 3rd compressor in 6 years that is going to be replace which means they find the cheapest replace part possible hoping it will last long enough for something non mechanical to go wrong so they don't have to replace the unit. I have been with this company from mid 2007 and have nothing good to say about them.

We have had this warranty for almost 2 years, and used them in the beginning (with poor results). I called them a few weeks ago to request a repair to our AC. Because I needed multiple service, I had to do this via phone, their crappy website. So, I suffered through a lengthy set of automated prompts, which did a poor job of speech recognition. Finally, after 8 minutes, I was transferred to someone - a real, live person(!). She placed the request to repair 2 AC units and I was told to expect an email with a link to schedule a time. No such email arrived, and yes, I checked my spam folder.

Total Protect used to be a great company for me and covered several claims. However, despite me correctly describing my HVAC system (dual fuel system) when I signed up when I have submitted a claim they rejected it based on my HVAC system being a dual system. When I spoke to their supervisor she confirmed the sales representative "LIED" to me about my HVAC system being covered and despite that the contract states no dual fuel system so they will not cover the claim. I HIGHLY RECOMMEND TO STAY AWAY FROM THIS COMPANY. It is only a matter of time if you are a customer until they deny an expensive claim.

I've had TotalProtect Home Warranty since I bought my house in 2004 and I'd recommend them. Everybody wonders why I pay $34.95 a month but it's like insurance on a car in a way. They've always taken care of things. They've looked at my washroom, my stove or disposal. I've also had them work on my AC unit and my furnace on two different occasions and the technicians they've sent have been decent and nice. I used to talk to a human when I file a claim and it used to be easy. But now it's all automated. I'm not much into technology like that because when it works it’s great but when it doesn't, it isn’t good.

All I want is to have full coverage of my appliances which HMS Home Warranty promises that they’d provide. They were also recommended by the real estate agent. The contractors come in to fix all of the home appliances in my home like the oven, the AC unit, and the fridge. I submitted a claim one time for my AC and I talked to a representative. But when the contractor came, they told me they could not fix it, so I was wondering why they came. The technician said that if I had not lost my part, they probably could come and fix my AC unit. Everything was in the contract which I sent them but I didn’t check. I will recommend HMS Home Warranty to any person who is in need because I had a good experience with them the first time I used them. Their process is good. The technicians are also very good and they know what they are doing. They come and do the what they promise to do, and they do it on time.

A home warranty was offered to us so we took it. And because the house was getting older and the appliances were getting older, we renewed after the first year. Submitting a claim has been fine so far. I call and tell HMS that something’s wrong and they call a vendor and set up. Then the vendor comes as requested and the technicians have always been pleasant. Sometimes they have to do a few things to get to know what’s wrong and sometimes they just come in and fix. And overall, the quality of work that has been performed is good.

Any experience that I’ve had with Cross Country has been good. Their rep was courteous and he knew his job well. I was satisfied with what he did and how he educated me about things too. We’re covered with what I think we might need, so we’re all right.

The appliances in my home were getting older and I thought it was a good idea to have TotalProtect Home Warranty in case anything ever goes wrong. When my oven was giving trouble, I called in a claim to them and they lined people up to come out here. The technician had to come twice. The first time he came, he diagnosed the problem and ordered a part. Then he came back and put the part in. My oven has been working fine ever since. It’s been a good experience thus far and I would tell a friend they need to look into TotalProtect Home Warranty.

We've had TotalProtect Home Warranty for years and they're awesome. They are under Cross Country Home Services and they've been great every time. When I submit a claim, I call in and explain to them the situation. Most times, they have service providers that they're contracted with and then they send them out to either repair or replace whatever is wrong. The recent claim we had was the first time there was a delay in the reimbursement since they had a lot of things going on with the storms. I called up and was a little concerned. I was trying to figure out what was going on since my credit card bill came up due before reimbursement had come. They explained everything, apologized, and made sure that they got attention paid to it.

My wife signed up for TotalProtect Home Warranty several years ago. We had a home and with the cost of upkeep when all the appliances get older, we decided to get a home warranty. We had a refrigerator that was giving us a little problem and we filed the claim by phone. The technicians had to replace a couple of parts on it, which took about three trips, but they got it done. Two different people from the same company came, one of which was a supervisor who came out to take a look at something and then they came back and fixed it. It was an aggravating experience as I had to buy a new refrigerator in the meantime. Plus, we've had to keep the refrigerator unloaded and we had all of our stuff in coolers and freezers. TotalProtect also sent someone to fix a dryer for us. One person came out on one trip and had gotten the dryer going really quick.

When I bought the house last September, HMS Home Warranty was included. And my experience submitting a claim was awesome. I did everything online and the guys showed up the day after within two days. With the microwave, they were able to fix it that day. And with the refrigerator though, they had to order a new panel but it was done and installed within a few days. The technicians they sent out were very professional and the quality of their work was excellent. I have recommended HMS because I’ve had two good experiences with them.

I absolutely DO NOT recommend this company as a Home Warranty Service!!!!!! I've had the worst experience ever with this company. I called in a claim when my central Air conditioner was not putting out cold air. I was given an appointment with Fred's Heating & cooling, who came out put in some coolant and said everything was fixed. Weeks later, it happened again. No cold air. I called TOTALPROTECT again and they sent out another company who says I needed a new HVAC system! So I purchased this new system and they installed it. Weeks later it happened again!! No cold air! There is obviously a leak somewhere that was present from the beginning! I'm out around $4K now with deductions and purchase of this new unit that I now wonder if I really needed! the coolant is leaking out. I have to put another claim in withTOTALPROTECT because they are not responsible for the bad work of the companies they make the appointments with. This third company acknowledged there was still a leak, but he found it and now it is fixed. But it wasn't. Here I am at the beginning of the summer heat in Charlotte NC and NO COLD AIR is coming out of the unit. I called TOTALPROTECT to express my frustration and they said they will PUT IN ANOTHER CLAIM FOR SOMEONE TO COME OUT, AND BY THE WAY I HAVE TO PAY ANOTHER DEDUCTIBLE OF $100. Where is my TOTALPROTECTION??? Worst Warranty Ever!!

My current interaction with HMS Home Warranty/Weichert Warranty Service is the worst customer experience I have even encountered in my life. By way of background, I recently purchased a new home which included the HMS Home Warranty. We submitted our bid to buy the home in the winter and as such the AC unit could not be tested. As soon as the weather warmed up, we had a HMS perform a diagnostic on the AC unit and was told that the AC Compressor (outside) was failing. We were told that we could use: 1) HMS' preferred HVAC or 2) Use our own HVAC company with the appropriate reimbursement. If we used the preferred HVAC company we would have to chip in an incremental $750 (confusing given I have a warranty). This is where it all went south...

Sears put their name on this home warranty repair company. The plan looked comprehensive, easy to use and competitively priced. The problems started when I contacted them for a furnace repair and they could not find any service tech in my area. Then I was authorized to find a local repair company, pay out of pocket if I had to and get reimbursed. Looks of rules, regulations, double talk. I am out the monthly premiums paid as well as the cost of the repair. Needless to say I canceled the contract. Total rip off.

I was an AC contractor and I signed up with TotalProtect Home Warranty after somebody told me that they were looking for vendors. After representing them for a few years, I sold my business and they gave me an offer to come to work with them. So, I worked with them as an authorizer for about a year and I got to see how the plans work. I no longer work for them but I bought one of their plans. I used to submit claims on the phone because that was all they have. Now, it is mainly online and it's easier to do. Their website navigation is not easy but it's doable. Some of the technicians are good and some of them are not good at all, which is what you could expect when you have that kind of program. Still, I recommend TotalProtect all the time.

This company is the worst company Ever!!!!!!!!!!!!! i filed a claim almost 3 weeks ago and I have yet to get anything complete. I was recently put as a medical emergency level and there still has been nothing done about my AC. I have foster kids and the home is really a unsafe place for them to be due to the heat. I spent 300.00 last weekend for a hotel stay to keep the kids safe from the Florida heat. I have called everyday and there has been nothing done. I am seriously upset and will be holding your company at fault if one of my kids become ill from heat exhaust due to the 90 degree weather in Florida.

I have another person that is qualified to do the work but they won't let him before going through there process of approval. He called to get approved and was on hold looped back through to the automated system. He gave up. I called and finally was able to get an actual human on the line. They would not approve him. Now i have went ahead and hired him to go ahead and fix it because Total Home Warranty won't respond to my claim. They said they were still trying to find someone to get it repaired. OmG. No common sense in America today. It's a waste of money and all of the time I've spent dealing with this and I'm actually paying them to treat me this way. Their advertisement relates they will never use deceptive practices to deny your claim. They are!!!!!!! You cant even understand the customer service representative. Accent is beyond!!

We have been HMS Home Warranty customers for six years in June. We have it since we bought our house. HMS has been responsive and very helpful. In my most recent experience which I submitted online, I had an issue with the company that HMS had subcontracted for my claim. My wife had taken the day off at work to accommodate the contractor's schedule. What happened was that the technician locked himself out of his vehicle. When I called to get a status of where they were at the end of the window, they said that they were going to have to reschedule. We told them we were already at home and asked them that once they got locked back in their vehicle to come to our house so we didn't have to pick another day. And the person was very rude. I told him that I would be reporting him to HMS. They said that that was fine and they didn't want my business anyway.

TotalProtect Home Warranty knew my home was a certain age, and they wrote me a letter soliciting the home warranty with what they covered and their premium. It sounded like a smart thing to do so I did it. I’ve had it for years and my experience in submitting a claim is getting better. I’ve had a number of claims over the years and I had some where I was holding on the phone for almost an hour, listening to their recording about doing the claim online, which I tried to do but didn’t work. But in the last eight months, they seemed to have gotten their act together so now they answer the phone when I call and it’s very good.

One of my daughters has HMS Home Warranty and she told us about it. Having a home warranty made it much easier to get stuff done. I’d either call or go online to submit a claim for whatever appliance that needs to be repaired and I always get good customer service. The latest guy who came to do my microwave did an outstanding job explaining different things about it and said that if I have any problems, I could give him a call either night or day and he would come back out and take care of it.

I've always had Cross Country for the last seven years, and every time I call them, they always solve my issues. If I told them that I needed something fixed, they pretty muck hook me up with somebody here. And if I had a problem, I just call them back and they would give me somebody else and I never had any trouble with them. The coverage plan has been pretty good, but it has been going up a little bit since I started with them. I pay $100 when contractors come but I'm sure that they would fix pretty much anything, so I'm fine with that. Cross Country is a good company and they give me peace of mind.

April 30 I called for a service call on a Samsung Dishwasher. Was given Lowes Appliance Repair Panama City Florida. Was told I would hear from vendor and was allowed to call vendor as well. No response for 48 hours. May 3rd called TP back to advise did not hear from vendor, was advised by "Jenny" they were speaking to vendor at the same time I was speaking with TP, I would hear back from Lowes within 24 hours. Monday May 7 refilled another claim, this time vendor responded said he has not done work for TP in the past year. Called immediately to cancel home warranty plan but once on hold was always disconnected. Sent email to site, did get a response but no phone call as email stated. May 10 called today and found out plan was canceled but monthly payment was taken and no refund even though horrible service. If you live in Florida and have this company make sure you text vendor they give you, also, don't use bank draft system as I did let them come after you for non payment. DO NOT USE THIS COMPANY

My issue is 2 years ago, we purchased a house. With that house we purchased a home warranty which is supposed to cover appliances, plumbing, etc. Well about a year and a half into our contract, our water heater busted. Water was everywhere, so we contacted the warranty company to have the water heater replaced. This company HMS Home Warranty dispatched someone out to fix our water heater and in about a week, the water heater was replaced. Fast forward 1 month, we have our new water heater, but when I went downstairs in the basement, I heard a sound like water was running. Upon investigation, I found that the pipe leading to the new water heater was leaking. I was able to fix the pipe, but then a couple of days later, the pilot light went out, therefore, no hot water.

When we purchased the home, our warranty with HMS was part of it. We renewed it last year and we've been with them for almost two and a half years now. When we have a claim, I call their number but it's very difficult to hear what they're saying on the other end. And it's all recorded, not live people. So every time I submit a claim, I have to hit a button to get a live person to explain what they said on the recorded portion. Once I submit it, they set up an appointment immediately and the person comes out and fixes whatever.

We’ve had several claims over the years to Cross Country Home Services through Residential MD. I do the claims online then I follow up on the phone as I wanna make sure the details are correct. The representatives always call back and we go over the details, and then they line me up with the contractor for the issues we have like our hot water heater and the AC units.

I've been really pleased with TotalProtect Home Warranty. The claim submission has been very good and their reps are prompt. But if I call customer service in the afternoon I'll get put on hold. Maybe they are closed and I wish it would say because I wait on hold for a long time. Nobody came on and it just kept playing music so I finally had to hang up. I'm in Arizona and they're probably in Eastern time. I call back in the morning and I usually get through right away.

I have made 3 claims in my year with HMS and I can tell you every single time it took multiple weeks to get someone to my house. Customer service is poor, they have very limited vendors and the most the time the cost to repair/fix something is less with any other company than the deductible with HMS. All said and done I was so disgusted with this company I purchased my own AC rather than waiting for this company to ** me over again. Find any other company to do business with because HMS is by far the worst company I've ever done business with.

The customer service department had incorrect information, my unit was actually being replaced and not repaired. I do not and did not have a problem paying the out of pocket expense for a replacement. Now that my system has been replaced and I received a letter from HMS confirming what was completed I am completely happy. I did not have an issue with HMS before.

HMS Home Warranty came with the purchase of our condominium and we had a very good experience with it when we submitted our claim. We had two different technicians here that were from Sears, one for the dishwasher and one for the washing machine. And they were right on time and they did the job. They got the parts and fixed the problem. We were glad we remembered to do the home warranty and it worked out good for us.

I was already with ResidentialMD years before Cross Country Home Services took it. When I’ve had small items like icemaker before, they fixed it with no problem. Right now, I’m dealing with the air conditioner and it’s gone for a long time. They sent one vendor out, replaced the fan in the air conditioner and he left because it started working. We checked it a couple of days later and the fan was working but the air wasn’t. So, we had him come back out. And then, we got into a thing whether it was gonna be two service calls or one service call. And that went back and forth between them and the vendor. They ended up sending a different vendor out and he figured out what was wrong. The pressure was bad in the air conditioner and we turned it in. That was last Thursday. So, we went through four, five days without AC while they figure out what they were gonna do.

I've been with TotalProtect for so long and the experience has been great. Recently, the air conditioner quit. I called TotalProtect and they gave me information on the person that was gonna fix it. I called the contractor and TotalProtect called them too. The technician came out, ordered the parts, came back the next day and fixed the AC. I had to drive three hours to meet them since it was for the second home and he took care of everything. Everything went well. I would highly recommend TotalProtect to other people to take care of all their problems.

I purchased a Total Home Warranty through TOTAL HOME PROTECTION, boy what a mistake, they have not covered any major break down. The latest being my water heater leaking. They say the don't cover leaking water heaters, because you can not replace the tank. Well let me think about this, isn't the water heater a unit all in one, so if the tank is leaking maybe you should replace it, but no they do not cover this part. So now I will have to pay out of pocket to fix my water heater.

Cross Country Home Services was part of my mortgage payment. I had it before so it was offered to me and I went ahead and got it. When I refinanced, I just renewed it and kept the same people. I've submitted a claim through the phone, which was easy to do. Their reps were courteous and very helpful. I even had to call back because the last time I had a claim, it was a Friday afternoon and no one was answering the phone. So, they just gave me another company to work with. The contractor that they sent was flexible. They came in on a Saturday. I've had them before. They were friendly and they gave me information about what they were doing. I'm a single homeowner and a female so it's nice to have someone that will break the details down to you in a way you understand.

I've used TotalProtect a couple of times when I needed it and the technicians showed up and did their job. I originally got the warranty through my mortgage. They sent me paperwork and we signed up for the warranty. Usually, my experience submitting a claim was pretty good but I had some claims this year that were a little tough. I think they put a new system in and I had a tough time with it. But it got straightened out and they were good about it. And anybody they sent to my house has been good. With my claim for my refrigerator, I had to go to work late but it wasn’t a big deal. Other than that, I recommend TotalProtect all the time. If you call an appliance repair guy to come to your house, you never know what you're gonna get and I've been scammed before on a home appliance. But if you call TotalProtect, they’ll fix whatever the problem is and they're only there to fix it.

My home isn't new and it came with the HMS home warranty when I bought it. Then I just renewed it. At first, submitting a claim was a little confusing, but I figured it out and they got back with me. Initially, I went online to the website and the company said they’re supposed to get an email. But the company that I worked with told me that they were not receiving emails. So had I not called them then they wouldn’t have gotten any notification that I needed service. Nonetheless, the technician who came was fantastic. He fit me in that night although he had to come a little bit later because he had a full schedule. Then I haven’t had any problem since, so the work performed is good quality. Overall, I have recommended HMS.

After moving into my home, a couple of months into it I realized that something about my heat pump system was off. It wasn't working at all basically. I made a claim which was quick and simple, their hired company came out, I paid my deductible, they came back the next week with the parts to 'repair' the master board. Unit seemed to work fine, but I got a $860 electric bill. Only thing that could cause that is the heat pump, so went to inspect it closely and discovered it was running strictly on emergency heat.