Cinch Home Services Reviews

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.

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.

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.

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!!

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.

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.

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.

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.

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.

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.

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.

The garbage disposal went out so I can't use the dishwasher or the sink. I tried to do the automated thing first to file a claim with HMS Home Warranty but I didn't like that it automatically picks what claims to be done and not ask for a preferred time. This was the end of the week and it automatically said that I can't get a tech until Monday. That was not gonna work, so I called. I was able to get a tech out here by Friday morning and I already had that guy come over before. One time, HMS had somebody from Dayton come down but most of the guys were local. I've called HMS Home Warranty three times since we've had the policy and every time, everybody has been nice. It would be nice if I had an option getting automated service to ask about the timing, but everything has been great so far.

TotalProtect sent me a whole package and I didn't even know I could get a home warranty until they sent me the package and I started reading through it. Submitting a claim was really easy. I could do it on the phone and it's automated. While I've only had to talk to a person one time, they were very helpful. Usually, a tech comes within 48 hours and the technicians have been very professional. They show up on time and do their job fast. There are a lot of companies out there that are gonna give you the runaround, but TotalProtect has been great. And I figured that my credit union wouldn't recommend the service if they would not be up to par.

I looked up Cross Country online and I've been with Residential Gold for several years now. I had a water faucet done recently and the tech was out here the next day. Cross Country sent a plumber that had been out here before and he was able to put new washers to fix it.

We purchased a new home and we requested that the previous owners purchase a home warranty, and they got the warranty through HMS. We continued on after the first year because we were happy with the service. We've submitted claims through their website. It's a little dated but the process is simple, and it's not hard to go through once you figure out where you need to be. The first tech we had out was for our AC unit and everything went fine with that. The gentleman was friendly and seemed to know what he was talking about. He was able to fix the issue. He replaced the part and it seemed like a manageable time frame for what he needed to do. We were happy with that.

I heard that the other home warranty provider is the biggest pain in the neck to get a claim through, so I went with TotalProtect Home Warranty. Also, my mortgage company referred TotalProtect to me. I have used TotalProtect on four occasions and they’ve resolved all my claims pleasantly. But, the last time, I had an issue because somehow the claim got logged twice. Every time I called, nobody could figure what was the right claim number and I kept trying to tell the reps to delete the other one. The hardest part of dealing with TotalProtect was contacting them because I was on hold forever when I called them and when I was online, their website didn’t give me any options. It was a week before they could get anybody out there. But the technicians have all been great and I was pleased with the quality of their work. My experience with TotalProtect has been positive overall and I'm gonna continue to be their customer.

The realtor that sold us the house told us about HMS warranty and I extended it after a year. The experience has been great. But there was a time when they sent a company out for our AC and the technician wasn't skilled enough to do the job. So then I had to call and let them know that. Then they had sent somebody else out. Another issue was when I submitted my claims and the company said they would call once they received the claim and that they were gonna send it out. But the response was delayed.

I would highly recommend TotalProtect Home Warranty. I've been with them for about six months now after I got a mailer from my mortgage company, and I've only filed one claim so far. It was online and the website navigation was easy. The contractor who came was excellent as well as the service rendered.

I've been with Cross Country for so many years and I'm very pleased with them. Their customer service reps have been pretty good and very professional. I usually have someone on the phone for the claim and the contractor I got last time was very understanding. I can count on Cross Country and I recommend them to a lot of my family.

I have an HMS Warranty that was part of my new home. I have used it twice - and the customer experience has been absolutely awful each time. I genuinely believe they have designed their processes to make it as painful as possible for a customer to navigate the claims process and to discourage anyone from getting work done.

We were very fine with HMS Home Warranty. Our warranty came with when we purchased our home and we had it for about four and a half years. We just canceled it because we sold our home. The representatives I had dealt with were great. We had filed claims for the air conditioner, stove, dryer and washer, and the contractors did a good job. They were all pretty professional too. The main thing that HMS should keep up with is the contractor quality. They should make sure that the contractors are able to do what they need to do.

I'm very happy with Cross Country. I went on their web page and I put what the problem was. And then I got a phone call letting me know that it has been assigned to a provider. I received an email verification with the provider information that they assigned so I can call and schedule an appointment, and they came out pretty quickly. I filed the claim on a Friday and the provider didn't work over the weekend but they came in on Monday. The tech had already been in my home three times. He was very friendly and a very good technician.

I've been with TotalProtect Home Warranty for a long time now after my sister told me about them. And when something breaks, I usually call them. The last time, about a month or two ago, I had a whole lot of problems trying to get somebody out and look at my washer and dryer. The last guy who came took care of things and he took care of everything while he was here because the washer was totaled and he wrote it up. He called the lady and told her about it, what was the matter and went from there.

I have been waiting for a subcontractor to be assigned to my claim for 4 days now!!!! This is also Friday and that will take it to 6 days IF anything is even done on Monday. That doesn't even take into account once someone is assigned how long it will actually take to get them to look at the heat pump. I work for a custom home builder and I can assure you there are at least 10 subcontractors in my area that would be able to look at it in 24-48 hours with no problems what so ever if I did not have to go through Total Protect. Also, you can't talk to anyone besides the poor people in customer service either who have no control over anything besides what they are prompted to say. All they can do is put in a "callback" to a manager which takes yet again 48 hours to respond. I'm am really considering cancelling this service if things are not taken care of in a more timely manner.

Water leak in kitchen sink. Called HMS for service. Technician arrived and identified problem. Only to tell me the faucet requires replacement... which is not covered. Paid $100 for nothing!!! Spoke with customer service, and they stated terms and conditions in back of welcome booklet (which is in small print) explains this. My argument is based on the water leaking under my kitchen sink, it was a PLUMBING ISSUE. Additionally, it could have been explained over the phone that the problem potentially would not be covered. So, I'm out $100 dollars and still have a water leak. What a ripoff!!!

The last two jobs I need done by Home Warranty I had to pay for myself. Part of my house’s power went out and I knew that the breaker need to be replaced. So I called my Home Warranty to put in a claim and the service provider came to look at the problem. He told me that he need two guys to come out and fix the issue and would have to set up other appointment. I called to make the appointment only to find out that my claim was denied. I called customer service to find out why and was told that the service provider claims that my home is wired wrong and has to rewired, which is not what I was told at all by the service provider. I have never had any problems before with the wiring of my house and it is the same wires that have been in the home since it was built. I want to get a second opinion which I have had to do before in the past and which has never been a problem before. But, this time I was told by customer service that someone would be calling me back to set up another service job to get my second opinion. I called everyday for a week to find out when someone was going to call me, because I never received a call back. The whole time getting a different answer and the run around to my problem from customer service. I canceled my membership today after being a customer for 7 years because I am now being told that I will never get a second opinion even though I have had them in the past.

I purchased my home in October of 2017. In December, 2017 I had furnace issues. I called HMS and was told that there was not a provider in my area but within 24-48 hours I would receive a call. After 7 business days and hearing nothing back I proceeded to call HMS and immediately asked for a supervisor, told they were busy and they would call me back. I never received a phone call from them. I called HVAC technician and had furnace fixed on my own. It was at least 3 weeks later I finally received a call from a Sears technician about my furnace.

My heat pump hasn't functioned in about a month. I purchased my home in Sept 2017 and the sellers bought me a 1 year HMS warranty. The day it stopped cooling, I called and made a claim. I was assigned a service provider. I was told to call them to schedule an appointment. I did, but I could only leave a message. 3 days went by and they didn't return my call. HMS told me I had to give 72 business hours for a response. They never called. I called HMS back after 72 hours and they tried to contact the provider, they couldn't reach them either.

I’ve been with TotalProtect for eight years. My refrigerator started acting up a year and a half ago and I had so many people out here and everyone kept saying that it was the plumber. But the plumber said it was something else. It has kept going on and on. I had two men from Sears come at one time. This was approximately three months ago and they worked on the back of it. They said they fixed it and they left. But I still had a problem so I called up again and they said they would send out another Sears man.

Whenever Cross Country has sent somebody out, things got taken care of. I've dealt with the customer service at Cross Country. I was on the verge of cancelling my policy with Cross Country last fall because I thought that once they had fixed one air conditioning unit, they would never fix another one. But the customer service rep, Becky, corrected me so I'm still with them. She enlightened me and said that if we have more than one air conditioning unit, they could fix one unit within 12 months, then in the next 12 months if something happens it could be a different unit.

When we purchased the house, HMS Home Warranty was provided to us and we are now starting our third year. We got an $8,000 HVAC unit for about $600 so we renewed the warranty with them. After my wife has submitted a claim over the phone, it takes two or three days for a technician to come out. We had return calls for the same issue a couple of times but the technicians have been pretty good. I would tell my friend to get the HMS Home Warranty since it’s an opportunity to save thousands of dollars and it’s very valuable.

My sister recommended TotalProtect Home Warranty and we've had them for about five years now. The service has been okay until the last thing I had to have done and I didn't realize that there were things that they wouldn't pay for. So, I had a very large bill I had to pay. Still, I file claims over the phone and my interactions with the representatives as well as with the actual technicians who come out to my home are very good. The quality of work performed has been good so far, too.

A friend recommended HMS Home Warranty. I have used it and the first time we had a dryer to be fixed, it took a long time to ever get the approval from the date that the gentleman said it could not be fixed to the date that they made a decision either to buy another one or replace it. It was over three weeks. Then in the other claim, which was regarding my air conditioning unit, they replaced the coil, but now, it seems they messed with the drain unit on it and it's filled up the pan full of water underneath the air conditioning unit and the air handling unit. They thought they had fixed it and it's still filling up with water again, so we're waiting for somebody to come back tonight and it would be the third time they're coming back. I liked the technicians who have been coming out. They all seemed to be good. It was the approval on the other end that seemed to have a delay.

I've had good service each time I used TotalProtect and I've had the warranty for at least six years. When my washer was not working, it only took minutes when I filed my claim. When I place a claim, I do it by phone because 9 times out of 10, I'm sitting right here near the phone. I get a call back from someone or I can call them and usually, it's a fast turnaround. TotalProtect sent a man out for my washing machine and he fixed it for me. And that was the very next day. Their people were very professional and they're an A+ in my book. TotalProtect also calls and does follow-ups. It's a great company and I have recommended them to a friend.

HMS Home Warranty has been fine and we got what we were expecting from them. Submitting a claim with them has been okay. I've called them to initiate a claim and the process has been smooth. We’ve had two technicians come over the year and they’ve been good and professional. And they fixed what we needed quickly.

I put on a home warranty to get out the loop of having to pick the right person to fix my issues because I had a bad experience with a few people. Regions Bank recommended Cross Country Home Services. Their reps have all been excellent and I’ve been with them since 2012. My experiences have been excellent. All I gotta do when I submit claims is to give them a call and they got a robocall system. I’ve only had to use them twice. I had an AC problem a couple of years ago and I just had a hot water tank issue and boom, boom, it was done. Also, the people they choose to do the work is great.

If I could leave 0 stars I would. Steer clear. Horrible customer service and waited over a week with no heat for status updates. Regardless of getting recommendations to replace my entire central air unit from two established companies, they decided to approve only a temporary repair that ended up being more labor intensive and costing more money out of pocket. Not even a year later and it breaks again. Only worried about money in their pocket and not their customers. Thanks for nothing.

This policy was purchased on our behalf by the seller of the home. Our hot water heater went out after being in the house a little over a month. I am now in week 2 of no hot water - and I get nothing but a runaround from this company on where things stand. I also have a high end 80 gallon water heater to replace and from what I can tell they are going to offer something less. Then I am told it is awaiting authorization and it could take another 3-5 days once authorization obtained to get the parts, at which time I would then be contacted to schedule service. Hey HMS Execs - Ever lived without hot water for 3-4 weeks? This is a scam and I would warn all Agents not to have your clients purchase - the service providers will even tell you how horrible of a service this is!

Everything we've ever done with TotalProtect has been good. We got coverage with them since we liked what we read in their policy like the replacement policy where if they couldn't fix something, they would replace it. We had our dishwasher go out and they tried to replace it with the brand that was not comparable to the one we had. But as soon as we let them know the name of the one we had in our house, they automatically upgraded it to what we needed and we got a good machine. And then for our plumbing, TotalProtect didn't have the plumbing guy in this area. So, we had to go to one of our local plumbers and then we got reimbursed after I paid him. It was a minimal thing and it worked out fine. We just had one instance when the TotalProtect contractor that came out smelled like the garbage dump. We told him that we would not like to have him back in our house again.

I bought a home and the realtor I was working with told me that HMS was the warranty he used, and I went with his recommendation. I’ve submitted a couple of claims with HMS and doing it seems easy when I get on the internet and able to file the claim. But the difficult part comes when I'm not in an area where there’s a service tech anywhere nearby and then I have to go out and find a service tech. It happened twice and I’m still looking for an electrician. But I just recently had my garage door fixed and I paid my $50 deductible, and the garage door place called me and told me that HMS refused to pay for the last $43 of the repair. I called HMS about it and they're researching it right now. The rep that I spoke to at HMS was very nice and took down the information. She looked in the portfolio, said that the company hadn’t submitted any extra bills or missed payments and so she was going to check into it.

I’ve been really happy with Cross Country Home Services. I liked the price of the monthly premium and the coverage that they offer. I usually just call them and make the claim over the phone, but sometimes I’ve done it online just to log in. Then they usually are quick to give me a turnaround on a repair service. They are great value for the money and they stay behind their products and I wouldn’t have a home without them. I recommend them.

We bought a house in 2016. About a month after we moved in, the sink in the hallway that was supposed to be fixed prior to our move, never got fixed it. We called HMS and the plumber they sent us came and tried to charge us on the side. We called HMS and we took care of that. We put our plumber's name, and we told them, "You need to watch this, and you should call other people."

I have paid for the Sears Cross Country home warranty and have experienced extremely poor service. I cannot get out of the warranty without a substantial penalty. My dishwasher was not repaired and is not covered. This after a looong time of complaining. Just look at all of the similar complaints online! I would request a lawsuit to investigate and shut this business down if could. Too many people have been defrauded as I have. What are you doing about it Consumer Affairs? Class action? Lawsuit? No one is satisfied with this company. They are a dishonest business. I will tell everyone to avoid them.

A friend of mine told me that it's great to have a home warranty and so I got one from TotalProtect and then Bank of America told me they have them. So far, I've had good and bad experiences submitting a claim. I had a situation with my air conditioner where the air handler was leaking on to the ductwork. They said the ductwork was not covered because that was incidental. But the broken air handler is the one that caused the issue with the ductwork and so they were not going to cover that. I ended up paying a lot of money out of my own pocket to get an issue fixed with my air handler. And then, the people TotatProtect sent out, the Kennedy's Air Conditioning, said they wouldn't let them replace it with some coils unless they were broken. But it's gonna die and it's gonna end up costing $8000 eventually.

I have HMS Home Warranty on about four houses. I always have had home warranties on my houses for the last 20 plus years. I always file my claims by phone and everybody has been polite and friendly. I called in a claim the other day because I’m having an air conditioner problem and I’ve got somebody coming on Wednesday. I buy warranty on a house, then I don’t even think about it. If something goes wrong I make a phone call and it’s fixed. I’ve got HMS on speed dial. I’m running a couple of small companies, so I’m really busy which is why I deal with a warranty company. HMS Home Warranty is a bargain. I really enjoy knowing that if there’s a problem with the house I know what it’s gonna cost me. So if I have a heating system that’s not working, I know it’s gonna cost me $125 and it’ll be fixed. I’m a fan of the HMS product. I recommend it as a matter of fact.

I was introduced to Cross Country's program by one of my neighbors. I liked that it does not only act as an insurance but also as a maintenance program. It's what I needed and those two parts were very appealing. The program helps to keep up with the preventive maintenance which is a way to keep my systems functioning better or keep me at the forefront of any problems that might appear that could be silent since I may not know them until things break down. But by doing the preventive maintenance, I could find out sooner. Having the plan with Cross Country also helps out tremendously because I could have some peace of mind that my systems and appliances are protected in case something happens.

I have two valid claims with Total Protect Home Warranty (Sunrise,FL) that have been outstanding for over 90 days. I have spend literally hours on the phone trying in vain to get the Company to honor their warranty and make the covered repairs. I have spoken to managers and have been promised a resolution only to wait a couple of weeks and start the process all over again. This Company has absolutely no follow through, no coordination or communication. They actually told me to get in touch with their repairman to ask him to call them! Seriously?!?! My patience has run out so I will be filing a claim in small claims court within the next few days. Save your money!!!

If your looking for a great home warranty company, DON'T USE TOTAL PROTECT HOME WARRANTY. I have been dealing with a broken washing machine for nearly 3 months and still cannot get Total Protect Home warranty to correct problem. I have had two separate companies try to fix several times but the problem is never solved. The washing machine transmission has been replaced twice, along with the motor and multiple control panels. It seems that Total Protect has the philosophy to throw part after part to correct problem. This unit should have been replaced several months ago. I believe the cost to repair has exceeded the cost to replace multiple time. I can never speak with a supervisor, I'm told that they will be calling me. I'm the only one who is making calls to an organization that does not care for their customers. I keep getting different information from the customer service representatives, nobody can help. I am just wanting to get my washing machine fixed. I don't have time to keep waiting on service techs anymore, nor do I have time to keep going to the laundry mat. It's time to resolve my issue and have the washing machine replaced.

I took TotalProtect on a recommendation I was given and my experience with them has been good. I've also had good experience with the contractors they've sent out.

I would recommend TotalProtect. For the most part, submitting a claim has been simple. There’s a number to call them and tell them what’s going on, and they normally assign a service tech and set up a time. Sometimes, I gotta negotiate the times because it conflicts with something else I got going on. When I call in a claim, sometimes I have to wait on hold. There’s a 20% that it takes a little bit longer where I have to wait but 80% of the time, they pick up within a reasonable amount of time and I get it done. And sometimes the service providers don’t always show up exactly on time, but it isn't TotalProtect’s fault. It has something to do maybe with the scheduling between TotalProtect and the service tech, but they show up and the relationship so far with them has been good. They’ve done what they were supposed to and they appear to be knowledgeable.

I had contractors from Cross Country come out several times. I had an issue with my washing machine and the guy came out and checked it out. They replaced it with a new machine. Then, I called and we did a maintenance check of my other appliances. And there were a number of issues with my refrigerator freezer, my dishwasher, my microwave, and my Jenn-Air range. After looking at everything, I had a new ice maker put in the freezer. There was a new turntable and light within the microwave. I had a new hose and the switch put in the dishwasher. And I'm waiting for a new part to be replaced for my Jenn-Air cooktop above the range or one of the burners. And for all of that, it costs $100 for the copay. Also, the new washing machine that they replaced was a $100 copay.

When we bought our house in 2004, HMS Home Warranty it was part of the package. It was the one that the previous owners had. Submitting a claim was quick and very prompt and it was not a long wait for somebody to come out. The technician was knowledgeable. But their annual fee keeps going up, which is unfair for a loyal customer with not that many claims.

We will have been with TotalProtect for seven years this July and their service has been amazing. I have owned homes before and I was not aware that a home warranty was an option. Our current home was a foreclosure and our real estate agent recommended it. When we first moved in, the air conditioning was out and we have six-week-old, identical twin girls who just got out of NICU. That was in July and it was 104 degrees in the house. We didn't have extra finances to do a major repair then but we were able to call TotalProtect. The home warranty stuffed in within 24 hours and they came to the conclusion that it was going to require a replacement. They were able to replace the inside unit and get the air conditioning back up and running. It was a huge stress relief at that time.

The bank that I used to use offered Cross Country and their price was good. I've had them for three years and the people I called for a claim were always friendly. When my compressor wasn't working on my AC unit and the heater didn't work for a couple of days, I called Cross Country and it took them a couple of days to get somebody out here. But I live out in the middle of nowhere so I understand that. The contractors were professional and nice guys. If people have the opportunity to use Cross Country, I would recommend they get it.

The person I bought the house from told me about HMS and the warranty was already there so I just went to extend it. When I had a claim, the real estate agent got me the information and reminded me who was my home warranty company. He also explained to me how to go about things. HMS' claims process was simple and I didn’t stress too much about it. Being the first time that I have called, their reps made it super easy for me and our interaction was very pleasant. Then, when the tech came out, he did really good work and was very professional and presentable. Overall, my experience with HMS was great and if my friends were looking for a home warranty, I would recommend them.

I appreciate the help from TotalProtect Home Warranty. My credit union said it would be a good company and so far, has been. I file claims over the phone but I do recognize that the online is available to me. The representatives are good whenever I speak to them and my interactions with the contractors who had been out have been very good too. The only complaint I have is when I had the water heater that has gone out then they left to get authorization, it took two days to get the hot water. Otherwise, the service has been fantastic. The delays sometimes put people out but it's part of the deal.

I am a Realtor and our manager talks about how great having HMS Home Warranty is. Once the office started offering HMS to the customers, I decided to buy it and since that day, I tell all my clients and friends about it. Submitting claims by phone has been very good, though it sometimes takes a little bit of time, but the service that HMS offer is good.

I’ve been with TotalProtect for a few years now and I’ve had a good experience with them. Whenever I called, they were always reputable people and I never had a problem with processing a claim. It was easy. I like that when the claim is put in, TotalProtect texts me and they even text me a picture of who is coming to do the repair. Last month, they worked with me in replacing a water heater. I called, just keyed everything in and didn’t even talk to anybody. They gave me the response of the plumber that would be coming out, the phone number, and my claim number. I waited a while before I called the plumber to make sure that everything was okay. And within half an hour, the plumbing company called me to tell me that they already got the claim notice and when the time for them to come out would be.

When I purchased my home, the homeowner purchased HMS Home Warranty for me as a condition of me buying the home. It's a 14-year old home and my new home for four months now. I've submitted claims with HMS several times now and it was very easy. I can do it online or by phone. And I like the online experience, where after submitting the claim, I get a follow up email saying, “We got it and we're working on it.” And then they'll send me another email stating who would be contacting me. The contractors then contact me on the next business day. Those that have come out here have been professional and knowledgeable, and everything has always been very well done. Their work has been top-notch and all done in the same appointment. I've always had a positive experience. HMS is doing a great job and I'm so glad I have the service.

I file claims with TotalProtect Home Warranty over the phone and I have great interactions with the representatives. Also, the technicians who have had been out did good. It's all been positive. I've been with TotalProtect for about 6 months now and everything has been very satisfactory. I'm very pleased and if others ask and want a home insurance, I would definitely recommend TotalProtect.

We've been with Cross Country the whole time we've lived in our home, 18 years now. I call when I have a claim because of my age and I also prefer it. I am not on the computer too much and I like to talk to somebody. Over the years, we've had a couple of bad experiences, three major ones that stand out, but they've been good for the most part. My claims are usually resolved within a week, sometimes a few days. The most recent claim for our washing machine was fine, very nice. That went smoothly. But we had a few of things that ended up costing us a small fortune because of the delay. One of them, we now have a major damage to our house as a result so I am not happy with that.

I have been with HMS since the end of December this past year. Submitting a claim was not painful at all. I was able to submit a dual claim on one so that was convenient and it saved me a little bit of money. I did that over the phone and I just spoke with them within a few minutes. Within a week, they sent out the techs and the techs who came were good. They explained what they could and couldn’t do. In fact, the HVAC guy was great. He said that there’s nothing wrong so he's not going to require me to give him the deposit. I'm definitely gonna use him for some future businesses. Also, the quality of the work they have done was good. The problem was minor so hopefully, I won’t need them for the rest of the year. HMS is certainly working with decent and reputable contractors. And, I appreciate HMS's patience in getting my account current.

I like having Cross Country around if I need them and I've been with them for eight years now. The coverage is okay, but I would love to see the warranty cover home appliances besides just the washer and dryer.

I have never had such a horrible experience. I pay $40 per month for this warranty and I am so disappointed. Before it changed to Total Protect, I didn't have any problems, but my most recent claim has been such an ordeal. They sent someone out to diagnose my refrigerator. That company stated that it was a sealed system failure and that they could not do the work. So, I contacted total protect again and they said they would find another company. I waited for a couple of days and when I didn't hear back, I called again and they gave me the phone number for a different repair company, but when I call them they said they didn't work on sealed systems either. After several more days and several more phone calls to Total protect, they gave me the name of yet another repair company and when I called them, they too stated they don't work on sealed systems. However, the young lady that answered the phone was very nice and said she was very familiar with the failings of TP and she set out to find a company that could do the repairs. She gave me a couple of phone numbers. I called one of them and they told me they could do the work but that they were not contracted with total protect. However, they called and received an authorization number. They reached out to KitchenAid and was told that the part that was needed was no longer being manufactured . After waiting several more days I get a message at 5 from Total protect saying they were sending out a repair company between 6 p.m. and 10 p.m. that night. I called back to inform them that I would not be home on such short notice. I also called the company that they said was coming out which turned out to be the same company that had already been out they just had a different sister company name. I left a message for them explaining that I would not be home and the following day when I spoke to them they stated they were never scheduled to come out the night before , but that they had found a company that could repair the part since it was no longer being manufactured. once again another total protect snafu. By that time, I'd been without a refrigerator for more than 3 weeks. I spoke with total protect and was told what I needed to do to be reimbursed for the repairs. So, the company came out and they pulled the computer from my send it off for repair. At this point I had paid $45 to the original company that came out $99 for service fee to the second company as well as a $200 deposit for the work. After a few days they got the part back and they came out to reinstall it and I paid the balance of the work which was approximately $300. I sent my receipts / invoice to Total protect and then a couple days later, I received an email stating they needed a diagnosis and additional information . The information that I had from the company stated that they had replaced a rebuilt computer and it indicated the part number and all of the details of the various charges and how much I paid. I replied Total protect's email and said I did not have anything additional and that the repairs had already been authorized and requested that they review the records from the original service provider. After a few days of no response, I called and spoke with a customer service representative who said she was going to email the review Department and someone would be getting back with me. That was on March 30th and as of today, April 24th I still hadn't heard from anyone. So once again I called the customer service line and got yet another indifferent representative who insisted that I hadn't sent complete information . I told her I sent everything that I had and asked how could total protect authorize a repair. The authorization code that they gave the repair company was on the receipt / invoice that I sent to them. She was very dismissive and her response was the most that she could do tonight was send another email. Then she asked if I had any other questions when I said no she just hung up the phone without a proper closing. I am a customer service manager for a large organization and I would never hire most of the representatives that I spoke with during this ordeal. I am appalled that A). They couldn't find anyone to do the work and I had to find a repair company on my own, B). Throughout this entire ordeal, total protect didn't reach out to me at all, I had to continuously call them to check the status of my claim. The one time that I did ask to speak to a supervisor, it took several days for someone to call back. She left a message stating she would try at a later time, but never did.C) it has been a month since I submitted my information for reimbursement and I have not received a dime. This company's processes and people need to be re-evaluated and improved.

My agent referred HMS to me and I've had them since I bought my house. One time, I had a problem with my water heater. I submitted a claim and the lady I talked to on the phone answered my questions. They sent the technician within two days, he was nice and he fixed the water heater properly and professionally. Since then, I had not had any issues with it. So, I was very satisfied with my experience.

I have been with Cross Country Home Services for at least four years now and I'm okay with the coverage plan that I have. Submitting claims over the phone has been carefree and easy.

We purchased our HMS warranty with our first home in Maryland. I do my claims with them over the phone and electronically. When you speak to a person, they would give you the name of the company that's going to be calling you and you can be more proactive and call the company because sometimes if they just give the claim to the company, the company takes longer to call you than you would possibly like. The contractors have been good and I have no complaints about their work so far. I just wish there were more contractors sometimes that I could choose from. HMS has a lot more contractors to offer in Maryland. In the state I'm currently living in, it's very limited. But it's near where I live.

Total protect has terrible costumer service. I have had a home warranty plan with total protect for over 13 years and have never missed a payment and prior to this year had received decent responses to our household problems. That all changed this year. My refrigerator stopped working all together 1/21/2018 and it took 2 months for total protect to tell me they would give me $500 to replace a $3000 refrigerator. I live in FL where food does not keep unless it's refrigerated and have 4 boys. The first time a called they set up an appointment with a repair company that was never notified, so there went 5 days.... The next repair company came out and told me they had to order parts and it would take 3-5 days. After 5 days I called and they told me to call Total Protect who was responsible for ordering the parts. For the next 2 weeks, after multiple phone calls lasting 30-45min, I was told that the request had been sent to "research". I asked multiple times to speak to a supervisor and was told it could take up to 48hrs. Well it took 7 days to get a call back, and after being transferred to 3 different people, and holding for 1 1/2 hours, I was told the order had never been sent to research and the parts had not been ordered. Finally the parts were ordered and a week later installed to no avail. I was told by the technician that it would take 24hours for the refrigerator to cool, however it never started working. Next I had to wait for days again for the tech to come back out and say that new parts had to be ordered. He NEVER ordered the parts and after 3 weeks he told Total Protect that my refrigerator was not fixable. During these weeks I kept calling back, and eventually spoke to a supervisor who promised to send out another repair company the very next day. I was thrilled until I welcomed them into my house only to find out that they were an Air Conditioning repair company who could NOT repair my refrigerator. So after multiple calls They assigned a third repair company who never returned my calls. After 2 months without a fridge I managed to speak to another supervisor who got a hold of the first repair company who never ordered the necessary parts and I was told that my fridge could not be repaired andI would be given $500. That does not begin to cover the cost of the fridge or the expense of daily grocery shopping but I was told there was nothing else they could do for me. I took the $500 and had the refrigerator fixed on my own but had to wait 2 more weeks for parts to arrive. To make this very long story not much longer I decided to cancel my plan with Total Protect only to be told that I had to continue paying for the next 7months until my contract runs out. I will NEVER again use Total Protect. I will NEVER again recommend Total Protect, which is something I had done with multiple neighbors. Horrible costumer service, horrible courtesy on the part of the employees, The one time I spoke with a supervisor who was very helpful, I was duped into thinking they wanted to help me as they gave me their email and extension number. Those emails went unanswered as did all the phone messages.

I have wasted many hours on the phone with multiple staff of HMS. My dishwasher broke in the beginning of December, someone came out and ran diagnostics a week before Christmas... I didn't hear anything from HMS for a few weeks then called in mid-January to get an update. Their lines were consistently busy with a message saying "our call volume is unusually high, please call back in the evening hours or on the weekend". I called during these alternative hours, and still received this recording. I could not even get through to an individual to tell me what was happening with my claim. I finally received a call in early February and was so pleased to finally hear from HMS-- turns out it was someone calling to see if I wanted to renew my warranty for another year.

This home warranty was included in the purchase of my home. I didn't pay the premium, and though I am dissatisfied with my experience, they did pay out more for my claim than the premium cost (I think). So, there's that. I've never had a home warranty before, so maybe other companies are worse. But I will never have a home warranty again. My boiler system, which according to our home inspector was in fine working condition when we bought the place in June, didn't heat our third floor or our toddler's bedroom when we turned on the system in October. Fixing this problem has taken six months about as many different companies to resolve. Some of this is the fault of the boiler and the service companies - not HMS' fault.

I received a letter from First Tennessee Bank offering me the protection from TotalProtect Home Warranty, and I needed some warranty on my appliances since they weren't new. I've been with TotalProtect for a long time now and I've been very pleased with them. I feel like I had made a good decision, but I don't know about this time with my washing machine. So, I'm a little bit upset with them now.

Do not buy a home warranty plan with these people. They are grossly incompetent and dishonest. First, my plan said that the out-of-pocket expense for the customer is $75.00. Lie. It is $125.00. Their advertisement on line says the average out of pocket cost to replace a water heater is $285.00. Lie. It is $530.00. They are Total Protect but in reality you are dealing with Cross Country. They farm out portions of the jobs to them so it takes twice as long to get something done. My water heater went out 12 April 18, so I called Total Protect. On the phone I clearly told them (to an actual person).."My water heater died." They put the service order down for an A/C unit. I did not know this until their designated A/C repair people called and told me they couldn't make it (by that time I had missed a day of work). I promptly called back to Total Protect. They gave me a plumber and said the tech would be out 16 April 18 between 0800 to 1700. At 1300 (1:00) I called the plumber. They told me Total Protect never called them. I called back to Total Protect. They said "Sorry" and after more cross talk the plumber finally arrives at 1530 (3:30). He confirms the water heater is dead. I have now lost another business day. The tech collects his $125.00 and informs me that my out of pocket is $530.00 ($245.00 more than their advertised "average'). I promptly call the plumber and put down $200.00 towards my $530.00 bill. Now I spend the next six business days on and off the phone with Total Protect as each of their representatives tells me different reasons why my water heater has not been ordered. I am literally doing their job with the plumber. As of 24 April (ironically my birthday) I am still on the phone with Total Protect and the plumber trying to get a water heater. Every time I call these people I get a different story. They really, really are horrible. Who knows how this will turn out. But one thing is absolutely certain; if you have a contract with these people cancel it. Additionally, you can never get the same person when you call them. Each time you call them you have go over the same information over and over again. They don't take adequate notes so each person ask the same exact questions. To date I have talked to them AT LEAST 16 times. Absolute chaos. After this job is complete (if they ever get it completed) I am changing companies. I suggest you do the same thing.

I opened up a claim about our Heating and Air (they called it a heat pump issue). They sent A-Z Heating and Air out, they said that there was a leak and that a condenser valve was as well as a pipe would need to be replaced. They suggested a system replacement due to some rust they found in the attic on the unit there. After a month and a half of calling the warranty company and only getting "It's still being reviewed, they will call when they make a decision". Then I was told A-Z was not responding to them so they sent (which at this point was a little OVER 2 MONTHS) Epic Heating and Air and they confirmed what was already told to them... Instead of repairing or replacing, TotalProtect told me that the pipe that needs to be replaced is not part of the AC system and was not covered per their terms and conditions and was considered a "medication". I asked how is a line that runs from the outside unit to the inside NOT considered part of the AC system and it was the original unit from 2006, NO MODIFICATIONS. I was told that there was nothing else and that I could pay EPIC Heating and Air %$562 to make the repair. I had been a customer for 2 years and never had a claim this them (I had 2 and they hot water heater was repaired with no issue even though another plumber looked at it and told me it needed to be replaced as well due to rust around the bottom) I cancelled on the spot and after being transferred around to 2 other people, I finally got it cancelled and they could have cared less!

I have had HMS Home Warranty for 3 years now. The 1st year I bought my home the entire HVAC system went out and was replaced. That was a great, smooth experience. I am not sure if since then management has changed at HMS, but my Refrigerator was acting up. Not cooling or freezing well enough even though it was on the max temperature setting and the ice-maker was also not producing ice. I put in my claim on Friday, 4/6 and the technician came out on Monday, 4/9. The technician checked my refrigerator out and said there was nothing wrong with it. That he only had to order a new water valve for the ice-maker. He then proceeded to decrease the fridge temperature to one level less. I wake up on Tuesday morning, 4/7 and everything in my freezer was defrosted and it was colder outside than in my fridge.

I had one claim from HMS Home Warranty in the fall when something was going on with my furnace and that service was absolutely wonderful. The guy came out, assessed and came back a couple of days later to fix it. And I haven't had any problems. I was quoted by another outside contractor for $600 and I only ended up paying a $100 with the home warranty so that was excellent. I just finished with one claim on the washing machine. I couldn't wash at home so I had to go to a family house to do it. So, that was a bit of an inconvenience. The vendor that was sent out looked, assessed and he took forever to either submit something or order a part. That drag on for about two months, from December to January to February. Eventually, they gave me a new vendor which was Chesapeake. And those guys acted more promptly. And HMS ended up giving me money towards a new washer.

Cross Country is a good program especially for people who are getting up in age to have one steady place to contact for services. But I've been with them for about three years now and what I pay has gone from 85 to 125. Some of the sub-contractors could be better too. I had one bad experience with one sub-contractor and I asked them not to send that one back to me for repair. But other than that, the coverage is okay. I give them a call to submit claims and that has been going well.

This is the worst company I've ever dealt with! After months and months of no satisfactory resolution on a furnace claim, our service was canceled - just two weeks after getting a letter that said it was renewed, had a rate increase and that my card would continue to be charged. I suppose we were non-renewed because we actually expected them to pay a claim. They were happy to take our money for years, but not so happy to do what you are supposed to do! We have a formal complaint pending with the Attorney General of Texas. We've changed to a service with much better reviews and service. BUYER BEWARE!!

The Cross Country Home Services reps were terrible. When my mainline waste was stopped up, I called on April 1st to see if this is covered in my policy. I was placed on hold, came back, and the answer was yes. Up to 100 feet, less 125 was what the representative was saying. Two days later, a representative from Advanced Appliances came. He barely got to the door and right away, said that it is not covered with my home warranty, that he had been to this before and that was what happened. I was not believing that because I was told that it is covered. I made the phone call to Cross Country and the person I spoke to said he doesn’t know why they said it and that it is covered. Then he said he would let his boss call and the boss said that it isn't covered. So it was a bunch of back and forth with this one guy.

My HMS Home Warranty expired back in March. I had it for a year, filed three claims, and the experience of doing that was fine. The contractors that they sent out seemed a little sketchy at times though. The company that they contracted with wasn’t a well known company that I would expect to see. My wife was afraid at first when these people showed up. They weren’t wearing uniforms and didn’t necessarily look like professionals. But the work seemed fine. Twice my AC unit was having a problem and they quickly identified the problem and fixed it. Then I had a waterline leak that the pipe needed a hole dug and replaced.

We've been quite lucky to not have to use our warranty company until this last month. We noticed that we were starting to have issues with our HVAC so I went online and scheduled an appointment. Got a confirmation email that someone was coming the next day, between 8-5. Waited the ENTIRE day and no one showed. Called HMS and was told that the contractor wasn't doing Saturday appointments. So I waited an entire day for absolutely nothing!!!

Do not use this company. I have been with them for years but they have a new system that’s don't work for everybody. It has been almost one month trying to get my refrigerator repaired and still waiting. I will be canceling my policy. They won't talk to the repair company to see why they have not been back to my house. They said that I have to talk with the repair company, but they will no answer the telephone or return my call. Sears took a week to come out for the repair and told me the refrigerator was fixed. In two days it had frozen up again and was not freezing. It took another week for Harrell Appliance Repair to come out. He said the refrigerator needed a defrost heater and now it is the second week and he has not returned nor call. I called Total protection and they said they have to give him 48 hours to report the symptom. He has had a week and a half. Is there anybody out there including the workers at Total protection that would like to be without a refrigerator for a month or more? Well I have and there is no relieve in sight and even though customer service is nice, I am still without a refrigerator and all the food that was in there has gone bad. We have to eat out most of the time because we cannot put anything in the refrigerator. Will anybody pay me for the lost of my food or for the meals we have to eat out? I am living in the stone age where you have to go out and get ice to live. Total protection is not helping me at all to help solve the issue. All I get from them is "we are sorry". Sorry is not helping my refrigerator.

I recently bought my house, the realtor gave us the first year to get started with HMS Home Warranty. When on March 5th our trash compactor started leaking we submitted a claim. A service provider came over to the house to diagnose the problem and charged us $100.00. He claimed that the compactor had to be replaced entirely and that they would order it and come back later to install it. They didn't come back until March 30th. The part they brought with them was the wrong part.

The seller of the condo that we were buying purchased coverage with HMS Home Warranty for us. A home warranty was not included in the purchase, but we requested it. We own this condo, but our daughter rents it from us and we live out of state, so we wanted to be sure there was an easy way to get repairs done. So far, we've made three claims with HMS. The process of submitting a claim with them is very easy. I usually call, especially since we're new to the warranty and I wanna make sure that I'm interpreting what's covered correctly.

I've been with TotalProtect for eight years and my experience with them has been excellent every time I submitted a claim. I called them, told them what was wrong, then they took it from there. The interactions I had with their reps were excellent as well. They were very courteous, helpful, and they took care of everything. I haven't been on the phone with them over two or three minutes at the most. All of the techs that came out here were wonderful, too. I'm very pleased with TotalProtect and I've recommended them to my neighbor across the street beause he asked me who I was with. I plan to stay with TotalProtect as long as they keep renewing my contract with them.

Getting TotalProtect Home Warranty sounded like a good idea and it has worked very well for us, so far. Most of the time, they were prompt when we submit a claim to them. But last time, it was a claim for my air conditioner, they told us that the technicians will be here on a Wednesday and they came a couple of days before they were supposed to come. We’re getting somebody from out of town most of the time and that took more time. But this guy was local and he was very good and very prompt, and I appreciated that. He had the part, he fixed it right then and my A/C has been very good since then. We’ve had some bad some experiences too and that was because of the contractor but it got straightened out.

I’ve had a home warranty for years. We had it first for the appliances. But now, TotalProtect has a maintenance program where they come out once a year for the different appliances, plumbing and electrical things. Whenever I submit a claim the reps call right back. And if the first company who comes can’t fix the problem, TotalProtect selects the second company to come out. I submit the claim both over the phone and online but the phone is easier than online. So I’d rather do the phone and talk to a person. The reps know what they are talking about and how to get the service I need and the questions that I ask were answered.

I have a service contract with Cross Country Home Services. On that contract, it states "Garage Door Opener." I called and stated the motion sensors were not working and they scheduled a technician to come out. After coming out, the technician said it wasn't covered and charged me $249. I called Cross Country Home Services and they said it wasn't covered. After going back and forth, they refused to refund me up to my deductible and state it is my obligation to get the money back from the technician that they sent. The motion sensors are part of the garage door opener, come in the box when purchasing the opener, and the garage door opener will not work without them. At no point in time was I told they were not covered, neither in my contract nor on the phone when scheduling.

We bought our house a few years ago and a home warranty through HMS was included in the purchase. We renewed the home warranty every year since then because stuff kept breaking. I like that I pay monthly and I have a deductible. Our hot water tank just went out and there was a little extra cost for us, but it wasn't like the entire cost of a hot water tank that we needed to pay right away. I normally file the claims over the phone and their representatives are usually good. I have no complaints about them. I understand that some days are gonna be busier than others, but it's never anything that's too excessive of a wait.

A long time ago with the water heater, the technician who came was arrogant and hard to deal with. But he did the job. And I've been very satisfied with the work that the technicians do.

I initially got HMS with the purchase of the house -- it was offered by the seller. I’ve been really impressed with them. When I have submitted claims, and I have done it over multiple years, they identify a local vendor, they put me in contact with them, and then I talk with the local vendor. If the local vendor is not available, I reach back to HMS and they identify a secondary vendor that is also local, that has more availability, and that is more prompt in their replies.Their techs were really good. There have been times that they will have to order parts and they will go to HMS and they have to submit it. Since I’ve got them for multiple years, I’m obviously very content with their service. I have recommended them to friends already.

I've been with HMS Home Warranty for about seven months. I filed claims with them over the phone and my interactions with their reps were okay. Some of them were helpful, some of them were not. For the last claim I filed, the contractor was great and he kept in touch with me more than the home warranty people. I was getting conflicting information from HMS's reps. I called and spoke with one person who told me something. Then, another person told me something different. A part was on back-order and one person told me that they were gonna contact the person who had the contract to go pick it up, but it never happened. So, I felt like I was getting the runaround or maybe people weren't reading the note carefully and were telling me incorrect things every time I called. I went almost close to a month without heat during a freezing time and at this point, I wouldn't recommend HMS Home Warranty.

I’ve had TotalProtect Home Warranty for a while. Their price was good and I liked the stuff they offered like the deductible on a homeowner insurance when we have a claim. They have excellent service. When I get a claim, I submit a claim online to get the contractor schedule and they are on the spot, I don’t have to wait. On the other hand, the technicians were very friendly, very down-to-earth and they talked to me. They explained things, and they got things done. Overall, the quality of work performed was excellent.

Cross Country is much better than my previous home warranty provider. I left my old provider and went to Cross Country because with things that I was supposed to be covered for, when I called about it, they didn’t cover me. It’s been a much more pleasant experience with Cross Country and they always get someone out very quickly. I’ve already referred a couple of people to them. Also, when I submit claims over the phone, it's not long to get through to somebody and the representatives are very professional. So far, everyone that has come out has been great. The only thing about the insurance is that they raised the amount this year to $100 and I still don’t understand that.

My experience with TotalProtect has been great. I would simply call them to submit a claim and make arrangements from there. The claims rep was courteous and answered my questions. And for the most part, the technicians they sent out had all been helpful and informative. The quality of the work done had been satisfactory and I would recommend TotalProtect.

I had a home warranty before, but I wasn’t satisfied with it. One of my friends told me about TotalProtect and I got a warranty from them. I've had a good experience submitting a claim. The online process is very easy and it takes 10 to 15 minutes for their representatives to get back to me once I submitted a claim. Also, the technician they've sent was knowledgeable, polite, and well-dressed. He did a good job, too.

I file my claims over the phone and my interactions with the Cross Country reps go very well. The contractors that they send out are very good and I’m very satisfied with them. But one bug I have with Cross Country is that they will not replace anything unless something goes wrong. I’ve been living in my condo for almost 20 years and I’ve had the same water heater and furnace. At any time, these products can go bad and I’ve been told by even the maintenance people that come to look at it that my furnace and water heater are so old and that I could have a failure in my system at any time. At some point, they should know that these systems are gonna fail and a replacement is better than waiting for an accident to happen.

I usually submit a claim with HMS over the phone and it's been really easy. The claims representatives have always been excellent. However, I had a real problem with the technician from Sears over a claim with the microwave around last Thanksgiving. I was given a window when he would be here but he was about four hours late. When he got here he had an attitude. He didn’t want to work on the item and then told me they wouldn't do anything with the item anyway. I had to jury-rig it and it went down almost a month later. I called back and sent out a recall to send somebody else. The next technician came down here and called me. He looked at it and found out what the problem was right away. He submitted his thing and about a week later, I had a new microwave.

TotalProtect is a rip-off!!!!! They allowed one of their Authorized HVAC CO. To charge me $1,605.00, Non covered charges, that I had to pay up front before they would come out to repair my heater, I requested that TotalProtect give me a different Service provider because no one pays a business before they do the work! TotalProtect said no you have to use the service provider that we already authorized. The company charged me $320 for permits that they never obtained. They installed my furnace on 4/5/18. I called (L&I) License and inspection on 4/5/18, they told me that no one has applied for a permit for my address, I called TotalProtect 4/6/18, made them aware that they charged me for permits but did not obtain them, they put my complaint in review. I called them 4/19/18, I spoke to someone in review they stated, the HVAC company will call me when they receive the permit numbers to give me. I said they are supposed to get approved before they come out to perform the work which was done on 4/5/18 not after the work is done, today is 4/19/18. I requested my $320 back, they said the HVAC co will call me with the permit numbers when they obtain them. I contact License and inspection, they told me to contact the Attorney general department because the procedures are you have to get approved before you start the work, not after. I can not believe that I pay TotalProtect $71.95 a month to get ripped off! ??????????? ?

Our overall experience with HMS Home Warranty is good. There are glitches and I don't know if HMS can screen the contractors a little better or if that would delay the process. However, I’d like to know that the contractors coming out are familiar with what they’re coming out for. We've been using HMS since we purchased the home in 2016 and we chose to renew with them basically for the price. It’s very simple to file a claim with HMS. I go online and either put in my contract number or address and then answer a series of questions. Usually, you tell them the category and then give them what the concern is. And it goes in and they respond very quickly. That part of it is done very well. And then it takes no more than one or two business days before a contractor contacts you.

I have been with HMS Home Warranty for a year now. I bought their insurance when I bought my home, and the company itself is great so far. But when I had my water heater replaced and I paid my deductible, the contractor left a whole bunch of pipes and other stuff parts lying on top of my dryer. They also left the box for the water heater in the backyard. They didn’t break it down. So, I had to clean after them. Other than that, HMS Home Warranty is a good company. I would tell friends that if I need anything, HMS doesn’t ever hesitate to help out. The management was nice as well. And since my warranty is about to expire, I’m gonna reinstate.

I got frustrated with my service provider because when I did a refinance on my house, they could not transfer it over after multiple tries so I changed. I looked online for somebody that was doing the same thing and that had a similar product. I ended up with TotalProtect and have had a contract with them for years. When I submitted a claim, it was frustrating at first. It wasn't troublesome but providing that information, getting the technician to come out, and the technicality within the coverage frustrated me. They were not incorrect in the spirit of their details in the contract. It had to do with the air conditioner's coils and rust, and rust is a non-covered issue. I thought about dropping but I didn't. Recently, I had them respond to a claim on faulty electric lines. Everything about that went exactly as it should have been, satisfactorily covered and concluded, and in a timely fashion.

I had Residential MD, and since Cross Country took over, it’s been a great experience. The few times I’d ever used them before Cross Country took over, it was nothing but a nightmare. The majority of contractors have been great. There's a father-son plumbing team that I do not care for, and I made that known and Cross Country was able to find me somebody else. I’m very happy with them. One time, I was gonna drop the previous company and try another one, but Cross Country has been doing a great job. I would definitely recommend them.

I've been with TotalProtect for a very long time. Their coverage is very good. Whenever I submit a claim, I call them out and they give me a claim number. They give me the phone number of the person who's gonna come to my house and set up the appointment. It's quick and whatever my problem is, they usually take care of it. The representatives I spoke to were very nice and most of the technicians who came out were very good. Recently, I had a problem with my toilet and TotalProtect sent a plumber. The guy knew what he was doing and he fixed the problem right away.

I left the warranty company that I was with and came to TotalProtect. When my air conditioner wasn't working the technician came out and told me everything that he was going to do and what he found that was wrong. He corrected it and everything has been working wonderfully. He is one of the most professional ones I have ever met out of all the technicians who came. He walked me through everything. Whatever he did, it was taken care of. He was courteous and awesome. Give TotalProtect a try because I've had good experience with them.

DO NOT USE Total Home Protect/ Cross Country for a home warranty. Their process is slow and no one can give you an update of what is going on. Managers are not accessible. I would love to hear Steve Upshaw or Doug Stein's opinion on how his company performed. I would be embarrassed.

Cross Country is very good compared to my previous company. They cover everything in the house. The coverage plan went up, but my washing machine went out one time and they replaced it so that was excellent. The reps were able to meet my needs and they dispatched me to a repair person right away.

This home insurance company is a theft. We have paid for years our premiums, and the one time we made a request for covered repairs, they left us waiting for days, to then state that there was no garantee that they were going to even dispatch a service provider. Eventually we had to take care of this out of pocket.

I have been with HMS Home Warranty for 10 years. Submitting a claim is an easy process. I mostly do it over the phone. The representatives I spoke with are very helpful and friendly. In addition, I haven’t had any problems with any of the technicians they sent out. They usually arrive in a day or two at the most from submitting a claim and they always arrive during their window. Overall, I've had good service with HMS. Everything has been handled very well and so far, I’m happy with the coverage and the cost. Also, I’ve suggested some of the technicians that they sent out to other people who needed electrical fittings done or plumbing.

This is our fourth year with HMS Home Warranty and all the repairs we've ever had have gone smoothly. We usually file claims over the phone. We call, tell them what's going on and then make an appointment. There have never been any problems there. We've had to wait on parts before, but that's normal. We had one interaction with a technician though that was shady. I was not home as I had to work, and my father-in-law was with him. He came in to fix our microwave after we had waited for the parts to come, then he put the part in and left without testing the microwave. Then we had to wait ten days to get somebody back out only to find that it was actually an easy fix. The guy just didn't test his work, therefore he didn't know that it wasn't working. Other than that, HMS has always done a great job.

We are more than disappointed with this company. We have paid for money years and never used it, and when we needed a repair, they left us waiting for days and days without providing the service that we paid for.

Working with the people at Cross Country has always been great. They’ve been friendly and they make sure they understand what I’m trying to say. They’ve always been courteous even all the way to the management. I’ve been with Cross Country for about five years now and I’ve always been satisfied with everybody that they sent until this last episode. I had a little problem with the schedule. During that time, here in North Carolina, we were having a rather bad weather. It's been snowy and we had lots of rain and cold temperatures. I talked to the service provider and he was going to schedule the service for another week, but then he changed his mind. He asked if he could bring his son with him, as he has done it with other places, and I said no. Besides, he lives almost two hours away from me, and I didn’t want to be responsible for the child in my home.

TotalProtect partnered with Bank of America and it was the best way to go at the time. I did the enrollment myself and it was easy. They sent out the paperwork and I filled it out. It took a few questions and the information and billing, and that was it. I had two experiences over the air conditioner, and it's good to be a commander in the Navy to hold them accountable because it took forever to get it done. I was deployed and I had to get on the phone and call from a long ways away, and it took them five days to get a part in.

Back in '04 the realtor that sold me the house told me to get a home warranty and he told me about HMS Home Warranty. I usually submit the claims by calling or doing it online. The last two claims that I had submitted were done online and it seemed to work pretty quick and I had no problems. It was my refrigerator, the faucet in the bathtub and both were resolved. For the refrigerator they didn't have anyone available on the holiday weekend. Everyone was busy and I needed my refrigerator. They said they wouldn't be out until another week. I couldn’t be with refrigerator without a week so they told me to go ahead, find someone one and submit the invoice. I paid for it out of my pocket but they reimbursed me the difference, minus the deductible.

I submitted a claim to have my air conditioner repaired last summer. They sent out a company who said the compressor needed to be replaced, we replaced it. A few days later the house stopped cooling. I immediately called the company who did the repair, they ignored my calls and messages for more than 2 weeks. Total Protect finally had to reach out to them and somehow get them to call me back. They came out and said “Nothing was wrong, I possibly needed so new duct work and they don’t do they “ and left. They refilled the coolant and the air worked for a few days, then it stopped. I called Total Protect again and they basically called me a lier and said the company stated nothing was wrong so that’s that - they will not come out again without paying another $75 deductible. I finally could not take it anymore as I had a newborn baby and I had to pay the $75 deductible and requested for them to send another company out. This company told me the coils needed to be cleaned and that’s it. But it would be $300 to do so (even after I just paid $300 for the compressor they said needed to be fixed) .. Coils were cleaned, a few days pass — house is back at 85 degrees. I called Total Protect again, who basically called me a lier and stated I needed to pay the deductible to have someone else come out. Having no other choice I paid the deductible and the final company who came out says “Your coils aren’t dirty, the compressor didn’t need to be fixed ... your inside unit is leaking Freon and that’s been the problem your whole time, and none of these other companies should have ever poured Freon in your unit“ — A few days later Total Protect called me and said I would need to pay $900+ to have the until repaired. This is after the $300 deductible, $300 coil cleaning, $75 x 3 deductibles I’ve already paid and now it’s September - the end of the Summer. Myself and my children suffered 85 - 90 degrees ALL Summer. I explained to the representative that at this time I don’t have any more money to put into this, definitely not $900 and I would have to call back next summer and have the company do the work. They said okay. So the great part is, I CALLED BACK LAST WEEK TO HAVE MY AIR REPAIRED, I PAID ANOTHER $75 FOR ANOTHER COMPANY TO COME OUT ... ALL FOR TOTAL PROTECT TO SAY THEY WOULD NEVER COVER MY UNIT BECAUSE I “ REFUSED REPAIRS “ LAST SUMMER. What a LIE AND A SCAM !!!! If i could give negative stars I would. Customer service is horrible, companies they send out are questionable, they do not care about their customers.

Do not use this company. I used them for years but they have a new system that’s sucks. I waited almost two months to get my dishwasher replaced. I got pissed and wanted to cancel my policy. They told me if I didn’t pay my 49.95 a month for the last two months( which I contested with my credit card company) they would try to ruin my credit.

TotalProtect's claim process was very simple. I submitted the claim over the phone and then they identified the problem and then it continued on. It would have been quick too had it not been a GE product. I understand that GE went out of business and it was hard to find the parts. TotalProtect reps had to call all over the country to find replacement parts. It took about two and a half weeks to get the parts shipped. But once they had the parts, they called and said, "The parts will be there tomorrow, and we could schedule the serviceman first thing in the morning." And I really liked the technicians. They were young guys but so professional, thorough and all-reassuring. They showed up right on time and did a perfect job. It was great.

I had to do a lot of phone work with my former home warranty company and I wasn’t too happy about that. The only reason why I changed to Cross Country Home Services was because of the preventive services. The interaction I’ve had with their customer service at Cross Country was horrible because I had to make phone calls and I had to follow up. Two people gave me the wrong information. After I made about a thousand phone calls and stay on the phone, I finally got somebody that knew what they were talking about and pointed me into the right direction which told me that I shouldn’t have to go through all of that.

I had HMS Home Warranty last year when I purchased the home and then I renewed for the third year. Their service has been good and they've been very responsive. Whenever I had any issues, they took care of it immediately. Their website is very good too. We typically we submit the claim online and we have the contractor mostly on the same day. The quality of their work is adequate and we haven’t had any issues with them. I’d recommend HMS Home Warranty.

Cross Country's rating was pretty high when I went on the internet and did some research. I have a home that's been on in for at least five or six years and then, I put my rental home for about three years now and their customer service has been awesome. They've been really good. I'm impressed with the speed in which they get people out there to fix the issues that I have. Plus, with my plan, I get four inspections a year on different things, and they set them up and they go to it. I'm now less worried. Last fall, my heating unit went out and I paid up the hundred-dollar deductible, which there’s always some extra charges. The whole unit just cost me $700 to have it installed. I got a brand new unit. It's a $5,000 or $6,000 unit coming from the heating and cooling people. It would be nice if they could cover septic tanks.

We looked into home warranties for protection so that if anything happens, it covers the basics in the house. My wife was the one who dealt with TotalProtect first but recently, we submitted a claim for the refrigerator. They came out and they thought they knew what the problem was. They fixed it, it was so so and two weeks later, it was doing the same thing. I called TotalProtect Home Warranty again and they had the person out here the next day. It was all covered. Everything was great and the couple of instances I had with them were very positive experiences. I’ve had no problems and I’m very pleased with the service people who came out.

I have been with HMS Home Warranty for four years. A few weeks ago, we submitted a claim. The only problem is that the repair schedule is far out. And if the issue is more urgent like a water leak, you don't want to wait that long. So we ended up not doing it. I canceled it and just got it done out of our own pocket. Other than that, the technicians were courteous whenever we reached out to interact with them. Also, submitting a claim is easy. But if a friend would ask about HMS Home Warranty, I would tell that the wait is long and they may have to get the thing down on their own based on the nature of the call.