Cinch Home Services Reviews

I received a TotalProtect flyer in the mail. I wanted to try it and see how it works. Submitting a claim with them was easy. I did it online and they sent me an email confirmation. They came out and did what was needed. They were friendly and knowledgeable. Also, the quality of the work done was good and was worth the money. I would tell my friends that they should try TotalProtect because I had a great experience.

The current customer who recommended TotalProtect to me said they were better than any other home protection places. I had a different service before and they sent someone out and then they misdiagnosed the issue. They fixed it and I paid the fee but it wasn’t fixed, so they tried to charge me another fee on top of that. I had someone else come out, paid them myself and they fixed the issue. I called TotalProtect to submit a claim and our interactions were decent. The contractor did a good job and so far, I like the service.

Submitting a claim takes about five minutes max and the experience is seamless and easy. We have done it both online and on the phone and it has always been quicker just picking up the telephone and calling their number. I like talking to people and TotalProtect's representatives are very helpful. They know the ins and outs of the business. However, one of the problems we have where we live is that there are very few of their providers anywhere near us. We had a problem with the refrigerator before and the people TotalProtect was trying to send were over 100 miles away so that really did not work out.

I first bought a warranty from TotalProtect Home Warranty when they had a relationship with Bank of America...it was tied to my home mortgage. The original contract was reasonably priced and the contractors that they used for repairs were reputable (e.g. Sears, licensed electricians and plumbers). After several years, something changed. The monthly service charges increased, they put annual contracts in place with stiff cancellation penalties, the deductibles increased from $75 to $150, and most importantly, they began using disreputable contractors for repairs. I didn't use the warranty service very often, and actually forgot about it several times when I had plumbing and electrical work done. The electrical and plumbing contractors that I used on my own were cheaper and more reputable than the contractors that showed up from TotalProtect Home Warranty. In one case, the plumber pulled up in a Chevy Malibu (i.e. no truck, no signage, no tools) and had to leave to go to a hardware stores to get materials for the repair. He had his brother with him, and at one point asked if he could borrow my tools to do the work. When I asked if he was licensed, he indicated that he was working on getting a license and insurance...hoped to get that done soon. And when he left, he told me to call him directly to avoid having to pay the deductible to TotalProtect Home Warranty, because he could do the work more cheaply.

The coverage plan I currently have from Cross Country is great. Whenever I submit a claim I usually make a phone call with the number that I’m given in my booklet with my account number. Their customer service was very nice. They found out what my problem was and helped me get it fixed.

There was a lady that I played domino’s with over at the club that had TotalProtect and she seemed happy. So, I called TotalProtect and I got hooked up with them. Whenever I submit a claim, I just call on the phone and talk to somebody. They enter a claim number and then they give me a phone number to call somebody to get it fixed. I call the number they give me and I give the contractor the claim number. The last few times I’ve had to use TotalProtect, the contractor already knew where I am and what the problem is usually by the time I call them.

I got HMS Home Warranty to save money. Their claims process was not too hard but sometimes it was very quick and sometimes it was very slow. The technician and the quality of the work were good. However, when they send a supplier, they should qualify them because the last time I had a claim with the air conditioner, it took almost half of one year to fix it. First, they told me they have to purchase the equipment. I thought it would take a long time. And without any information, I just kept waiting and waiting for some people to come here to fix it. Finally, the customer representative told me that the supplier that was out here was just a backup, so they sent another one. They should tell me if there's any change. Also before the contracts expire, their rep has to email or contact their customers to ask them if they want to renew the contract or not. Nevertheless, HMS Home Warranty was good and I saved money.

Total Protect Gold is a total scam! Our refrigerator went out a month ago and I called every day trying to speak with a supervisor. They were suppose to send us a black side by side refrigerator like we had and sent us a picture of the model via email and we accepted it as long as it was the same size and black in color. They assured me that it would all be correct. After putting our groceries in several ice chests and keeping what we could iced down for a month they finally deliver a "WHITE" refrigerator and it does not even fit in the space our original refrigerator was. I called them immediately and they said that if I didn't accept this refrigerator and wanted to send it back there would be a restock and transportation fee. I told them that I would not pay for their mistake. Long story short, I had to accept this refrigerator in the wrong color and wrong size! DO NOT PURCHASE A WARRANTY FROM THESE PEOPLE! BUYER BEWARE!!!

We purchased our home back in 2004 and one of my friends at that time told me that it will be a good idea to get a home protection plan so if anything would happen down the road, it would cut my cost down because I have coverage. So, I went out and I looked for a home protection plan and then I came up with TotalProtect, and I've been with them since. I had my ifs and buts on them sometimes, but usually, when I put a claim in they give me the name of the company that’s going to come out to do my service. And then I turn around and give the contractor a call and we set up an appointment for them to come out and take care of the problem, which they do. But not too long ago, I had to call for some service and the rep said that TotalProtect will have a technician out here on Saturday morning between 8:00 and 12:00.

HMS Home Warranty covered just about everything I wanted to be covered. I submitted a claim over the phone and it was fine. The technician's work was very good too. I would highly recommend HMS Home Warranty.

This might be the worst company I have ever dealt with. I purchased a home about nine months ago and asked for a home warranty to be included due to the age of the HVAC system. I wish that I could have looked up reviews for the home warranty company I was given prior to proceeding because I would have steered far, far away. At the beginning of January my furnace went out. We were experiencing subzero temperatures so I needed the unit repaired as quickly as possible. I called in to get a claim set up and explained how I could not go without a furnace for very long since there were temperatures in the -15's.

This is my second review on this issue. The requested refund has been paid. I consider this issue resolved. Facts of the case so that others can be informed. Please scroll to read my first review, as this review picks up where the first review left off. Immediately after I contacted ConsumerAffairs, I was contacted by HMS. Profuse apologies were extended. I was asked to send a copy of my payment receipt. I sent the requested receipt. This was the second time it was requested and sent. A check was swiftly processed and overnighted to me. The check has been deposited and has cleared the bank. I am now "satisfied" with this part of the experience. I feel like I should have had to resort to ConsumerAffairs to obtain satisfaction.

Since November we have filed 2 claims.

I had American Home Shield and I was having problems with them. I switched over to TotalProtect when I saw their advertisement and my next-door neighbor who had it said it was good. However, it’s almost been a month ago when my old dryer went out. I put a service call and notified TotalProtect about it. The contractor came out to look at it and ordered all the parts that they could. They got in touch with TotalProtect and asked them if they could get the parts that they were having a hard time getting. It took about two weeks and I kept calling but they told me they would wait for the parts. Then a week ago, they told me that they couldn’t get the parts and they were going to replace it and someone will get in touch with me no later than this Monday. Still, TotalProtect is a good company even though it’s taking so long for them to respond to the dryer issue.

The HMS Home warranty was included as part of the contract when we got a house and we've just been extending it. I like the quicker response time and the ease of setting up a technician to come out and take a look at things. I called in one time and then went to HMS Home’s website the other time. The website was easy, and I like that aspect. HMS Home called us within a day, and we got to choose from the list of companies on the website right away. The technician that came was professional and courteous and the quality of work was up to the industry standard. The service was excellent and everything went great. I've been very satisfied with HMS Home Warranty. Their coverage is comprehensive and it's easy to submit a claim.

My husband already has TotalProtect when we got married and we’ve been happy with it so we kept it. We have submitted two claims in the last couple of years and the process had been really simple. We just called and they took care of everything right on the phone. Every time we've spoken with them, they've been very helpful and friendly. They’ve been prompt with getting us the appointments too. However, the contractor took forever to get back with the washing machine repair. It was over a month before they completed the repair. Apparently, there was a glitch in ordering all of the parts necessary. But that was totally on Sirius, the technician. TotalProtect has taken care of the incidents we’ve had and we were happy with the service. We really liked that they covered appliances inside of the house and that was the reason my husband chose the plan, plus the cost was reasonable. I would totally recommend TotalProtect.

It was easy to submit a claim. The claims rep I talked to was very pleasant, professional, and understood my concerns. The only thing that I found difficult was scheduling the claim. HMS reached out to one technician who couldn't get it done on the date that I put in for the work to get done, which was interesting. What's the purpose of me putting in a work date and I'm getting a technician who can't do it on that day? I had to go back into the system and speak to a rep. They then went ahead and resubmitted the work order and got someone to come the day that I want them to come.

I’ve been a member of TotalProtect Home Warranty for about five years, and I continue to renew my service because I have a good business with them. I call to submit a claim, then I get an automated service and I specify what the claim is. They usually get back within a few hours with a local service guy that comes out and takes a look at whatever piece of equipment that isn’t working and will either repair it or make a recommendation for replacement. The technicians usually schedule an appointment within three days and I’ve been satisfied with their work. TotalProtect is there when I have an issue and need some help with something that breaks down.

We have been customers of HMS since 12/11 and always raved about our experiences & recommended them... until now. I am so frustrated and angry. On 1/10/18 I filed a claim for our washing machine online and was excited when an appointment was immediately made for 1/12/18. The repairman came out, found the machine needed a computer board and he contacted HMS for the part. He told us it would be about two weeks. So we waited. On 1/25/18 he came back with the part only to find it was defective and a second part would be needed as well. 2/13/18-No part from HMS. We called HMS and spoke to Eric who checked the account and said it looked like another part was ordered on 1/25/18 but he couldn't find a tracking number. 2/15/18-Called HMS and Gary said he couldn't find any updates in the account notes but would send a message to expedite the part.

We purchased a property and the Home Warranty was given with purchase. Home we purchased was an older home, and had older appliances. We got an FHA loan on the property so all built in appliances had to be in working order prior to purchase. The appliances were inspected in the appraisal, the built in range and oven were in working condition, we cook Thanksgiving and Christmas dinner in the oven, used it several times to bake. No problems. We had to replace the built in dishwasher prior to purchase of the property, because it did not work. The stove and range was in very good condition. Very clean and well taken care of. We worked to do the same after the purchase. About 2 months after the purchase the oven stopped working along with the built in plug on the oven. The stove top continued to work.

I've had TotalProtect for a long time and when I submit a claim, the process has always been very easy. Their representatives have been helpful when I've spoken to them but for the past couple of calls I made, I've been able to just do everything through the automated service. TotalProtect's service has been great and I've had quality vendors. I've always been satisfied with the good quality of their work and there was no need to have anyone come back. I am 100% satisfied with my experience. I would recommend TotalProtect without reservation to anybody who will be looking for a home warranty protection plan. I would also retain TotalProtect forever.

I have coverage for pretty much everything with Cross Country Home Services. Their deductible has gone up and that's a little issue for me but that's okay. I was content with my plan and I just added some appliances and our toilet to it. I call them when submitting my claim and their representatives respond very well. They were very professional.

Things could break in my property and having a home warranty saves me money. When I bought a house, I had HMS Home Warranty as it was the only one the sellers put in the deal. So far, I only made a claim once and I did it online. It was for the refrigerator and navigating through their website was easy. They screwed up the first appointment, so it took three weeks for the technician to come out. But he was pleasant when he came in. He had to order parts then he came back with them after two weeks and fixed the refrigerator,. Everything is working better now.

There are so many things that can go wrong in a home and as my husband and I get older, there are less that we can do ourselves. So we need to hire other people to do it and having TotalProtect was an easy way to handle that. The quality of work and the people that have come out to do the repairs have been great. When my dishwasher had a problem, they came out and fixed it. Overall, I am satisfied with it and I would recommend them. But the worst experience I had was when I spent hours on the phone on hold. It was outrageous, and they didn’t have any system. There are other companies that I dealt with that have a system where you can leave your number and they’ll keep you in the same order and call you back. But with TotalProtect, I had to sit my phone, put on speaker phone, and have it sit on the counter while I do dishes and do laundry and sweep the floors and do a ton of other things before I ever got somebody.

My real estate agent offered HMS home warranty and it seemed like it was a well-placed bet for situations that might arise from normal wear and tear. However, I felt sometimes when filing a claim, they expected us to know what was wrong with everything. Then, they used whatever we said against us to say it was not covered based on what we told them and eliminating something from getting fixed because we didn't present it in the appropriate manner. They should let the technician come and let them figure it out rather than saying something that they didn't know enough about. Sometimes my interactions with their reps can be really short and I’ve had to wear them down because I was worried that they were going to say that they don't cover something. So, I tried to keep it positive. The latest technician that came out wasn't very good. He didn't know about the parts. It was a hit or miss with the vendors that HMS selected but they were good guys.

Over 15 years ago, when I bought my first home, the seller provided the policy with HMS Home Warranty as part of the closing process. Since then, I've requested it with every home that I've bought. I like the quickness of their service. I've had several emergencies where it was flooded in my basement and they were able to authorize overtime and send someone out on a weekend. Also, I've always been able to find good local providers that were able to come and address whatever my problem was in a quick and professional fashion. My experiences with their reps have been very positive as well. They've been very customer service oriented, always very helpful, and understanding of the situation. I've recommended HMS Home Warranty to several family members. They are an awesome home warranty service that protects you just in case an appliance or something in your house goes wrong.

We had TotalProtect on our house and our experience with them has been very good. We have no complaints. All I did was submit the claim by calling it in and took care of it right away. The technicians did a good job. They ordered the part, got the part and put it in. They were fairly prompt.

I had Sears for a long time, but the fees were starting to go up, so I tried to find someone that wasn’t quite as expensive, and I went with TotalProtect Home Warranty. I submit my claims over the phone, and they usually send someone out in a few days to check. I have had a couple of claims, one for my washing machine and then for my refrigerator icemaker. TotalProtect Home Warranty has been very sufficient, and I already have recommended them. They do good work and they're very professional, and I think it's a good company.

We've been with Cross Country for a couple of years now. Their customer service reps have all been wonderful, prompt and nice. Bob has made a call to Cross Country and then they called us and gave him a name and referral number. Then, we called the repair people three times and they've all been great. In our coverage plan, we have a deductible and everything was taken care of. When we had to get a new furnace last year, the furnace was covered but then they were adjustments that they had to make. We had to pay extra since our base was different. Also, our monthly payment has gone up once from the original that we had. We started out at $75, then $85 and right now, it's at $100, but that's still very acceptable.

My name is Julie **, my address is ** ph#**. My stove top stove 4 burner has been out for a month. First the research dept. looked up the WRONG item # serial#. Sp they had send BACK to research dept. Again still waiting. It's been a month. The customer service dept. Not helping or doing enough. I feel like no one is doing nothing. All I hear is waiting & still looking for part. This is not very good service. I send payment every month. I ask for a superior was on hold for 45 mins. Ugh I'm so upset nothing is getting done.

The seller we purchased the house from gave us a credit for the insurance for around a year. We liked the service of HMS so much that we continued to stay with them. Submitting a claim was very positive. One time, I was a little disappointed with the vendor that they recommended. The vendor wasn't able to get out here soon enough for what we needed. And we had a limited choice of who we could actually use and that was problematic. But the agent was more than happy to reassign us to a different person.

I've had TotalProtect for the last 12 years. They have treated me well and the warranty does its job. It’s also better to pay out a little bit each month than have one major bill in one shot. I would call them to file a claim then they would have somebody come out and I'd pay my deductible. My heat went off recently and the technician fixed it all in one day. He did his job and explained what he did.

I've had TotalProtect for such a long time and anytime I've filed a claim, they've always been on the job and always got it resolved. I called and they've always given me a claim number and contact number. Also, the technicians have been very professional and I've never had any issues. With the latest claim I had, which was for my water heater, the contractor didn't make it the same day they were supposed to come back. But the next day, they came first thing in the morning, they apologized and they got the issue fixed. Everything is working.

When I bought the house, the realtor gave us the first year to get started with HMS Home Warranty. We've renewed with HMS ever since and we've been with them for five years. Submitting a claim was easy. My wife went online and started the claim. Our interactions with the claims representatives were always fine and pleasurable, and we never had any problems. Then we got a phone call from the local area contractor and they set up a time for the service. Then they came out and saw what the issue was, if any. The technicians who have actually come out and done the work were personable and they knew what they were doing and talking about. So far, the work that they've performed has been good and things haven't been broken again. I would tell people to try HMS out and get the work because it's better to have it than not.

My house was new when I moved in and once home warranties went out I felt like I needed some coverage. I read a lot of reviews and TotalProtect Home Warranty reviews were a lot better than the other companies out there. Submitting a claim is fairly easy. It's been very professional with the claims representatives. Each time I had to call, it didn’t take too long for them to get on the phone and took care of everything in a timely manner. The technicians have been professional as well. The quality of work was great. I would definitely recommend TotalProtect. I get what I paid for and exactly. And the monthly cost is a lot cheaper than a lot of the other home warranty companies.

When we bought the house, it had HMS Home Warranty so we just continued and renewed the subscription. I had a couple of claims this year and the process was easy, but the appointment was a pain. When we did a claim with our garage, they scheduled someone to come in and I took the day off. I waited all day and the person never showed. I called HMS and they called the guy but they didn’t even pick up their number. I was really frustrated in that one that I cancelled the claim and just paid out of pocket. My other claim experiences were good and the work quality performed was fine. I will tell a friend to look into HMS because that’s what I did with my co-worker. But he found out that the one where he’s paying $50 and down to a $45 deductible has the same coverage. I’m going to look into that too when my warranty runs off. Overall, I had an average experience with them.

hi starting in oct 2017 washer quit working.called total protect they made appointmenr for 3 weeks later .was sears repair they sent out .replace main brain,said i was good.well it stopped working again 10 days later,waited for another repair he spent 2 plus hours and said their was a sock in drain tube.worked for 5 days same problem,after 2 days quit again .called after waiting 1 plus hour on hold ,rude person on phone said the very best he could do is make appointment for january 13 8 a.m. said fine .i waited no call and no repair.since that i went and bought another new one.all they keep doing is calling ane e-mailing woundering where monthly premium is .what a company.save your money for all they will do is lye to you .LARRY **.THANK YOU

I submitted three claims on January 9th for problems that had popped up with our refrigerator, oven, and microwave. Submitting these claims online was so much easier than expected - I had been putting off submitting the claims because I suspected it would be a long process. Two of the service appointments I scheduled proceeded fine, though I was disappointed that the refrigerator service technician told me within one minute of being in my house that the drain needed cleaning which wasn't covered and promptly asked for his $50 deductible. The technician that came to look at my microwave told me it needed to be replaced and that HMS would contact me within a week about replacement. It has been over 6 weeks now, and I have not heard from HMS. I've called customer service twice and been told the claim is in "research" and there was no estimated timeline for when I would hear back.

I was with AHS and it didn't work out. Every time something broke down, they’d come up with excuses, but then actually cover it and I'd end up paying more than I should have. With TotalProtect, if the issue is preexisting, they might still cover it depending on what it was. Moreover, they have more coverage, which is also more expensive. In the beginning, submitting a claim was frustrating. They say that you just have to call them and wait. However, once you get the hang of it, you realize that rushing doesn’t always save you money. It’s not about saving money, it’s about getting the right service for the job so the issue can get fixed once and for all.

HMS Home Warranty was good. So far, it has been easily dealt with and we're pleased. We had a problem with the water heater which was the most recent claim and my husband handled it over the phone because they wouldn't allow him to do the claim online. Everything has been pleasant. They've been really nice people. HMS Home Warranty is well worth it. You never know when something's gonna happen especially when you're purchasing a home. You don't know what you're really getting into. And then, when we sold our home we also offered that with the new homeowners as well and that's a big plus to the offering.

HMS Home Warranty has taken a turn for the worse. We’ve had HMS for the past 8 years and have had very good customer service. As of October of 2016 they’ve become the worst company to deal with when it comes to getting claims resolved. For the past 7 weeks (since January 17th 2018) have contact them 11 times about our claim and each time is the same answer “your claim is in the research department”. That’s the only answer I can get from them. How long does it take to “research” a simple clothes dryer and get it replace and/or credit? I used to recommend HMS Home Warranty to all my friends but that is about to change. No supervisor will talk to the customer and no one can give me an answer as to how long or an approximate date and time as to when our clothes dryer is going to be replaced. They have and are going to lose a lot of customers.

I am beyond words at this point with how horrible of an experience we’ve had with HMS. First of all, we live in St Paul, MN and have had no heat for 72 hrs in the dead of winter. Our claim is still under ‘research’ for some godforsaken reason. Every conversation (and there have been a lot) with customer service have left us more frustrated and angry. No one is able to help or provide an update on when we'll have heat. At one point, I was told the claim could be under research for 10 days, even with its emergency status. 10 DAYS! We have two children under two, and again, live in Minnesota with NO HEAT! How is this acceptable treatment?

Our dishwasher stopped working and filed a claim with these people a couple of months ago. Still calling twice every week to check the status of the claim and all I hear is the claim is pending with Research team and they are going to get back soon. It's been more than 2 months and this time agent said the dishwasher will be repaired within a year. Really! This is my hard earned money. We go to HMS Home Warranty to exactly not to stress about these. They are scam and please avoid your hard earned money and DON'T put money in HMS. Wish I could give them zero stars.

First off- Got this home warranty when I bought my house. My furnace went out. Called early in the morning. Talked to a lady and she said that they didn't have ANY VENDORS in my area, so to call one and they would be a third party. John Henry's came out, diagnosed it- called the verification number and him and her talked about everything that he would do and she said it would be 100 percent covered. Guess what- HMS Home Warranty called me and said that they will only be issuing me a check for 350.00. I paid 852.00 out of pocket- promising by Latasha ** out of the Georgia office that I would get the full amount back.

When I bought the house, HMS Home Warranty was the warranty that I had for the first year. It's an old house and for the first year, I had seven different things that had to be fixed. It was done perfectly well the first time. Everybody came when they said they would and they did exactly what they said they would. I trusted what they did and it was very easy. Also, every other person I’ve had was very competent, very helpful, explained exactly what they were doing and it was fixed so I keep staying with the company.

One of my sisters has protection with a certain company and she told me that it's so important to have because it can help me especially with my home that is about 18 years old. I never paid attention to her until I saw a letter sent to me which was like an advertisement through Security Services Federal Credit Union. It described the protection a little bit better. Then I called TotalProtect Home Warranty's 1-800 and they explained the protection to me so beautifully that I was sold and impressed.

Thank you for your attention to this matter and for your response. We are satisfied with the outcome now. It did take longer than expected to approve this and it was hard dealing with no water in our house for almost a week but once the ball got rolling we were happy. Jut wish they would have taken into consideration that we had NO water in our house and could have put a "rush" on the approval process.

I submitted a claim mid-December last year (2017). My heating furnace doesn't defrost. HVAC technician worked on it until last month. Replaced all parts but that did not fix the problem. He is not available now. HMS scheduled another tech, looked at the system and didn't want to fix the unit. Spoke to HMS agent and assured me that he will contact the new technician and personally give me a call today (02/21/18). I haven't heard anything yet. My unit has been running on straight AC (Emergency Heat), adding more expenses to my electric bills considering winter has been harsh on East coast this year. I can't reach a supervisor or anyone above the agents during the day due to high call volume. Considering other options. I had the same defrost problem last winter.

It took 3 months to get a paper copy of an invoice showing my payments this year. So far I sent 4 written complaints with no response. Four months & counting on the written response. I cancelled my contract & pitched warranty elsewhere.

I am getting older and it is harder for me to do things, so it is nice to have a home warranty service. One of my friends had TotalProtect Home Warranty for many years and I looked at it and it sounded good to me. I have two rentals in my home and if I am not around, it is just easier to have one of the tenants call TotalProtect and have them deal with the people instead of me running back and forth. Physically, I cannot do the jobs and in this way, I am not looking around. It is just one place to call and then the issue is resolved.

I have been with TotalProtect Home Warranty for six years and they have been very helpful when things break down. Even though I know we pay every month, it’s nice to be able to make a phone call when something breaks down and get it fixed. But the last time I gave them a call for the furnace, it took them five days to set me up with somebody to fix my heater. So I was five days without heat, and it was cold and inconvenient at that time. They should have more people to contact besides one person that they could work with. They should have several lined up instead of having to wait so long. There are some things you can wait for and other things you can’t. Other than that, all the techs have been very friendly and helpful. They showed us the part that got replaced and explained what they were doing. However, sometimes the receptionist in the contractor's office is rude. Still, I would recommend TotalProtect.

We bought a house with the HMS warranty and when I submitted a claim online it was very easy. I was able to select the time that was convenient for me. I had the response within an appropriate amount of time and the guy was absolutely superb. The tech was professional, polite and he explained everything he was doing. He also explained to me what had happened and resolved all my concerns without any issues at all. He was absolutely great. Also, the quality of work was excellent, outstanding and top mark. This is the second call in as many years and both times were superb and excellent. I would tell a friend that HMS Home Warranty is worth the money and I am very pleased with the service.

My wife got the service a few years ago. When something goes wrong I just call TotalProtect and make a plan. However, it’s a very convoluted process. I’ll call and give them some information so they’ll know who I am. I give my address or my policy number, and whatever they ask for. They say that they understand what my name is and which property they're covering. Then they send me to the next level. I'm bumped to speak to somebody else and they want to know my address and the policy number. I just told them but give it again. If the process gets to where I'm about to file a claim and it’s all getting solidified, I end up talking to a person who asks for my address and policy number again. They should know it by then.

We received HMS Home Warranty as a gift and have had a good experience with it. My husband submitted a claim and it all went quite smoothly. Everything was nice with the tech who came and everything is working now.

I have been waiting 6-7 weeks for my dryer to be repaired or replaced. The service provider Total Protect is using is horrible to work with and calling in to Total Protect all they do is put you off longer. As of today there is still no resolution to my issue. I would be out of business in my line of work if my customer service was as poor as this experience has been.

It made sense to me to have all electronics and other stuff in the house covered for $30 or $40 a month. I used TotalProtect once so, it’s paid for itself for three years. TotalProtect was the first one I receive the information about home warranties and went with them. Submitting a claim with them was great and very easy. The only problem I had is that once I call and had the part in here, they were supposed to be here at a certain time. However, they weren’t here and they never called back, so I had to make a couple of calls and find out what happened. The contractor got tied up with something that took him longer than he thought he would. I told him that a phone call only takes 30 seconds. Not that I was supposed to go anywhere but when I expect somebody to be here between a two-hour window and they can’t make it, I expect them to call. But other than that it was great.

When I first moved into the house the air conditioner wasn’t working. I didn’t know that I could file a claim online but the HMS rep told me that I can actually go online and set up an account. I find it easier to file a claim online. The claims representative was very professional and the technicians that they’ve sent have been awesome. They told me what was going on, what was wrong and asked if I had any questions.

I have been their customer for over 10 yrs and I am fed up and done..Last claim I made was three years ago on a dishwasher. After the original call and followups it took finally a Supervisor to take care of my two month old claim..I have since sent in over a $1,000 dollars in monthly payments for the coverage..My Microwave quit and I place a claim over 1 and 1/2 months ago..First 5 calls over the phone, they sent two Sears reps out after 4days of waiting and they diagnosed the problem..They also said it could take a few days to find the parts if they were still available. never heard anything and called back several times. Long hold times even hung up on or cut off while waiting..I also requested help on line at there site..Finally called back and asked for a supervisor..I was told non were available at the time but they would have someone call me back within 48hrs..That never happened, that was two weeks ago. The have gone up on my deductible 3 times over the years and now are at $100 that I did pay the Sears repairman. I will no longer pay them for no service and I lost $100 and still have a bad Microwave..Funny how these reps will only comment on 5 stars glowing reports..All my dealings with them have been recorded with dates times,,and who I talked each time.. I hope you are treated better then I have..I will say that the supervisor on the Dishwasher was very pleasant and was the one after 2 months that resolved my problem

I have an HMS coverage and I filed a claim in last week of Jan 2018 regarding my furnace. The technician came and diagnosed that draft motor went bad and needs a replacement. He placed this order with HMS and as per HMS they ordered the part with an ETA of Feb 6th. I called The service provider on 6th and he told me that he has not received the part. I then called HMS. After putting me on long hold they said they are trying to track the order. Needless to say that after calling them multiple times every day for next 2 weeks didn’t help as they had no clue regarding the part. Today is Feb 18th and I am still living in cold with HMS has no idea about the part. They are not even allowing the service provider to buy the part from local vendors. The same thing happened last year with our compressor and took HMS around a month to fix the problem. Very disappointed. Waiting for my contract to get over and move on to some other company.

TotalProtect Home is the warranty that my dad has on the house. Submitting a claim was very easy. We use the website and typically hear back very shortly afterwards. Everyone has been great and the work has been excellent. I’d definitely recommend it.

Our sellers provided HMS Home Warranty with the purchase of our home. When we have a claim, we call in the number that was on the information provided and there's a pretty good automated system where we can punch in what we need. We found that to get something worked on is to call the claim in, take down the information of the vendor that they'd be using, and call the vendor directly to set up the appointment. That's a little cumbersome but it's the most efficient way. The first time I submitted a claim to them, I waited for them to call and we got the techs out here within a week. So HMS Home's claim system is pretty easy to work through but make sure you're the one that's following up on stuff if you want something done a little more timely.

We have been with Total Protect for 5 1/2 years. For the first 4 to 4 1/2 years, they were great. Never any kind of glitch or problem when placing a call. Last year, everything started changing. Hold times when making phone calls started becoming longer to the point of unreasonableness -- often dragging into an hour wait on a typical call. I should have known when that became a pattern that the company was having problems. Last September, 5 months ago, I called about my dishwasher not working. They sent a repairman out. He came out, replaced some parts, and it worked again. But the same blinking light started up again within a month of that, so I called them again and once again, they sent the repairman out. He replaced a different set of parts. Then it happened again in November. When I called Total Protect again, after waiting another hour on hold, they stated that it was in the "authorizations department" for the replacement of the dishwasher. After 3 weeks of hearing nothing further, I called again. From that point on, it became a series of weekly calls, each rep saying something different. Once they told me the appliance repair shop never sent them notes. I called the appliance repair shop and they were angry, said not only did they send all the required documents about each repair, but that they had never been paid by Total Protect. Now we are into the end of February and every time I call, after a long delay on hold, they tell me a completely different story each time (I've heard that they don't have a record of me ever calling (?!?), even though I must've called a total of 20 times, I've been told that they have no record of anyone telling me that it was ever in "authorizations," even though I was told 3 different times by different reps that it was, and I've even been told that it's the appliance repair shop's fault, that they do not answer their calls (which is definitely false). I have finally broken ties with them. This company has already been bought out once since we had them. It used to be Cross Country Warranty Company. So there are definitely some problems going on there and they seem to be in financial trouble -- and I would not recommend signing up with them now.

The real estate company that sold the house to us included HMS Home Warranty. I've lived in the house for 10 months and so far, I've filed one claim. I had a plumbing issue and I called their toll-free number. I got through to somebody after about three minutes. They then coordinated the rest for me. The plumber came after two days. He was excellent. Moreover, he was on site for only 35 minutes and handled everything right there the first stop. If they continue to handle things the way they have so far, I would be very satisfied. Everybody should have a home warranty and HMS has been a good solution for us.

Cross Country Home Services was the only company that ever contacted me. Submitting a claim to them is fairly easy except when trying to call through and nobody would answer the phone. So, I end up submitting online. One time when my washer went bad, they couldn't fix it because it was outdated. They got me a new washer. They fixed my air conditioner last year because it wouldn't come on. They also came out and fixed my refrigerator. My coverage plan is good and it covers basically everything. I'm glad that I've got it and everybody else ought to get it. It's a good program.

Pretty much everything in your house isn’t under warranty after a year, so I wanted to make sure everything was protected. My sister used TotalProtect and I trusted her judgment, so I went with it. I would previously call when submitting a claim, but during the last couple of years, I have been able to go online and it has been easy. Normally, I make the first phone call because I get the email, and I’ve always called the service provider that they’ve given me.

Total Protect has sent out Sears repair three times, with a fourth date set for two weeks from now to fix our refrigerator, which won't hold temperature. First contact was in December of 2017, fourth visit will be Feb. 27 and no fix in sight. I paid the $125 deductible on first visit. On third visit the Sears guy wanted another $125 or wouldn't look at the refrig. He claimed Total Protect was calling the return visit a "new order." I live in a city of 130,000 and county of half a million. Yet I need to wait two weeks at a time, or longer, for a repairman to come from a city nearly 150 miles away. Sears changed a sensor after the first visit. Now they are thinking the problem may be something else, and will have to drain the coolant and I find out that I have to pay $100 to recharge with new coolant. Shame on Total Protect for trying to get a second deductible. Wonder how many people pay it because they aren't knowledgeable about one deductible covering all visits concerning the same repair. Shame on Sears for not knowing the contract with Total Protect (thus trying to collect a second deductible).

The staff at Cross Country works with me well and they're honest people. They asked me questions and they did what they had to do. Their service was good and I like the coverage plan that I have now. The technicians were good as well. They stopped by a week later after I submitted a claim. The deductible went from $85 to $100, but they are good people to have.

TotalProtect Home Warranty came with the mortgage that I had with Citibank. They had a special offer. The sale piece came through there and I took advantage of it. When submitting a claim, I just call their 800 number or go online or both and I just put in what the problem is, then they contact me back. They say who is going to come, then we get a message from the service provider. One contractor came really late at night so he had a long day but he did a great job. He looked at what was needed and made an assessment. He gave me an estimate right away and made the appointment for the next day after he got the parts. The quality of work was excellent.

I just bought a house and the sellers put HMS Home Warranty on it for a year. Our heat pump had gone out. I filed my claim via a phone call through an automated system and then I received the first available appointment of the local tradesman. My fiancée dealt with the tech from the initial inspection when he came out to do the diagnostics. I met him when he came out to do the actual repair as he had to file the claim and order the part. The part took a week to arrive and it was little rough since it was cold. Although the auxiliary heat kept the temperature relatively comfortable. The tech was competent and knew what he was doing. Moreover, he knew what to look for and what the problem was. The heat pump is working great now.

In October of 2017 I filed a claim with this company in regards to my water heater not working. properly. The first two and only local plumbers that were assigned my claim showed up as expected, but neither were qualified nor had the knowledge to work on my tankless water heater. The company was notified of this, and closed the claim without further follow up. When I called a couple of weeks later to check on the claim I was advised that it had been settled and closed, which it was not. When I told the customer service representative that the problem had not been fixed a new claim was started. I had to wait quite some time until a qualified plumber/handyman was located from across the state. After he inspected the unit and parts were changed out, it was determined that the unit needed to be replaced. I"m now going into the middle of February 2018, Five plus months after I reported the initial issue, and I'm still waiting for this matter to be resolved. The plumber/handyman said he can do the work, but needs a certified electrician to assist, which I'm now being told by this company that I have to find on my own, and if they approve of the electrician, then they will cover him.

I have always had a home warranty and I just switched to TotalProtect. Submitting a claim takes a long time. Typically, I either call or do it online, sometimes I do both. After contractors come out, they look at the problem and then they go to the sweet period. I don’t know the process, but I have one that I’ve been waiting for since last year. Moreover, TotalProtect is not very responsive. I have to hound them just for basic information. I always have to check the status as they don’t call me and sometimes, I’m too busy to call. The contractors are local people who do what they are supposed to do and have no affiliation with the warranty company. I’m very dissatisfied with TotalProtect.

HMS Home Warranty came with the house that we bought and then I increased it with the co-pay. Whenever I call them and submit a claim, the reps were very professional and the claims process was not too bad as far as knowledge, what was covered and what was not. As far as getting service, it was good for getting somebody to come out, though it was hard to get Saturday hours. However, I had a lot of plumbing problems and it doesn’t cover anything so my experience with them was not that great. Nevertheless, I’d tell a friend that HMS Home Warranty is something reasonable to check out before buying anywhere else.

We had this plan since 2016 and our refrigerator needed repair due seal system compressor issue. The dispatcher constantly sent vendors who were not capable to do the job at our home. It has been over a month we still do not have refrigerator that maintains appropriate temperature. The customer service representative constantly misrepresent the facts, provided misinformation and supervisors were never available to speak . This is worst the company .

We have been with Total Protect since July 2017, On December 2nd Our water heater broke. I filed a claimed and they sent out a technician to inspect it. They confirmed that it needed to be replaced, After a month of calling them, they agreed on a replacement and was going to send it to the plumber to have it installed. They gave me the name of the plumber and could not reach him even thou I left lots of phone messages. I called total protect and they agree to change to another plumber. Then after much back and forth they came back with a very large estimate which Total Protect would not except. With this all going on 2 months have passed without hot water, I finally had to bite the bullet and hire a plumber to install a water heater, During all this time I was calling Total Protect at least 3 times a week and each time they had a new excuse. This company does not fulfill its contract, Now I am in a battle to have them reimburse me for the part they promised to cover.

I have had a contract with this company for over seven years. I have 45.00 charged on my credit card each month. This winter, my furnace failed and they had no one available to come out on an emergency basis. I ended up calling someone who was not covered by their plan because he would come out on a Sunday. This wonderful man kept the furnace running temporarily so that I would not freeze. I called Total Protect to report the problem and they had a very unpleasant service tech come out to tell me I needed a new furnace. Fast forward, it took a month to complete and it cost me $1,000.00 between deductible and items "not covered." Now, my dishwasher isnt working properly so I filed another claim. I refused to have the first two companies that they recommended come out because of their horrible reviews. Finally, Sears came out, identified the problem and called in the report to the warranty company. It has been 2 weeks and no follow up. I just called again and was told, "they are evaluating whether the item needs to be replaced." When I asked how long the "evaluation" would take, they could not tell me. I asked to speak to a supervisor and was told "there are none available." They have the worst customer service and I would not recommend them to anyone. Honestly, the only reason I don't cancel my subscription now is, I am planning on selling the house and I'm hoping that another major appliance doesn't break before I do. I also plan on filing a complaint with the Better Business Bureau.

The plan coverage we currently have with Cross Country is good and it has a reasonable price. Whenever we submit a claim, it is relatively easy either online or calling in person but we prefer doing it online and it is usually pretty quick. Their website was recently upgraded in the last year where we get assigned to a company immediately. When I have any issues, I call them and speak to their reps. They have all been very good and helpful. However, I would like to see a better program for replacement. I called them mostly for my heat pump that was over 25 years old. Everyone that came to repair it told me it was long overdue to be replaced. But I understand if it could be repaired, it would be better than the expense of replacing it.

I FILED A CLAIM WITH TOTAL PROTECT 3 WEEKS AGO AND HAVE BEEN GIVEN THE RUN AROUND EVERY SINCE. I LIVE IN ST LOUIS AND MY FURNACE STARTED TO BLOW COLD AIR. I CALLED TOTAL PROTECT AND THEY MADE AN APPT, SENT SOURCE 1 HEATING AND COOLING. THE TECHNICIAN SHOWED UP AT ALMOST 8 PM AFTER I CALLED NUMEROUS TIMES CONFIRMING THEY WERE STILL COMING!! HE TOOK SOME PICTURES TOLD ME THAT THE INDUCER MOTOR NEEDED TO BE REPLACED. AFTER 4 DAYS I CALLED THEM BACK THEY SAID THEY WERE WAITING ON TOTAL PROTECT TO GIVE AUTHORIZATION. TOTAL PROTECT DENIED CLAIM STATING THE MOTOR WASN'T OPERATING DUE TO RUST!! i CALLED IN A HEATING COMPANY TO DO THE MAINTENANCE THEY STATE THE RUST IS DUE TO THE FURNACE BEING OLD AND HAS NOTHING TO DO WITH THE OPERATION OF THE FURNACE!! I'VE REPLACED THE RESISTORS, THE INDUCER MOTOR, AND SENSORS AND THE FURNACE IS STILL NOT WORKING, MIND YOU IT'S FREEZING IN ST LOUIS. I AM THOROUGHLY PISSED OFF!! THE CUSTOMER SERVICE SUCKS AND THE SUPERVISORS ARE RUDE AS HELL!!! NOW THEY TELL ME TO EMAIL THEM MY RECEIPTS SHOWING I GOT A SECOND OPINION AND THEY WILL REVIEW IT!! MEANWHILE, I'M USING SPACE HEATERS AND MY OVEN TO HEAT MY HOUSE!! PLEASE PEOPLE DO YOUR RESEARCH BEFORE BUYING A HOME WARRANTY PLAN. I WISH I HAD READ THE REVIEWS BEFORE CHOOSING THESE PEOPLE. I WOULD HAVE JUST TAKEN MY CHANCES AND NOT PURCHASED, SEEMS LIKE I DID ANYWAY SINCE I'M PAYING FOR EVERYTHING OUT OF POCKET!!!

I enjoy having the peace of mind of having a home warranty. At the beginning though, it was really hard to figure out exactly what I needed to do to call and get a claim going with HMS Home Warranty. And either they set up an appointment after I contact them or the company that will do the repairs calls me to set it up. The learning curve of how to use this warranty was a little bit steep. But once I got going I'm very comfortable with it. Also, I know better what is covered, so if something happens I’d know if we can call the home warranty on it. I used to call them but now it seems to be easier to do it online. But then if I have a question I call the number and it's always a very positive experience. However, the online is really good because then I can do it as soon as I realize something is wrong and not have to think if the office is open or it’s a good time to call.

I understand how warranties work and that was why I applied for it. I own the house and I got it in case something happens. At that time, TotalProtect was the only one that made sense when I looked for home warranty providers online. And their claims process has been great. It's easy and they call back right away. Not only that, their claims representatives follow up good too.

This round started Feb 4, 2018. Called Total Protect on one of the coldest time of the year. They gave appt for Tuesday. Tech comes says we need a new heating/air conditioning unit. He would expedite the order. While there he noticed the last tech failed to do the work correctly. Indicated there was danger of fire or explosion from the work. No one called from TP. I called 2days, on today Monday. They have soulion. I could pay 750 to repair or buy out 350 . My unit would be working still if they had sent out reliable people. I will be calling tv station or lawyer. Ive been with them for years. Lord help me. This is so wrong.

I have submitted a claim to HMS Home Warranty both online and by calling-in. It has been very easy. They have very friendly customer service when I call in and they are very quick and efficient. The most recent technician who came out was nice and explained what he was going to do. All technicians that I've had have done the job on the first day and no one has ever had to come back and order a part. They have done our garbage disposal as well as our fan. While I wish I could pay upfront, HMS Home Warranty has been worth paying the monthly fee, just in case something happens.

I've had claims for the heat/air conditioning since I've had Cross Country Home Services. I put in a claim in December and again in January. The customer reps were very nice and had done a real good job on it. They first called it in to Charleston and the man wouldn’t return the call. I got a hold of him after about three days and he wouldn’t come up here, but he never bothered to tell me. We didn’t have any heat for a long time and we were real cold, so I kept calling him and saying, “Please call me.” I also called Cross Country in Florida and they told me to call him back. He had a good point saying he doesn't see driving up to where we are from Charleston to fix our furnace, so I would never want him again. But everything was fine with the company from Sumpter and their people who came were professional, very good, and did the job then got out. Also, I've told friends it's time they need a home warranty like we got.

At that time I looked into acquiring a home warranty, TotalProtect Home Warranty was the cheapest. Whenever I make a claim, I call them up. The dealing I had with their claims reps was excellent. They gave me a provider who I called and the provider sent someone, and after I pointed out to him what the problem was, he went in and did the repair. The work quality was outstanding and I’ve never had a problem since.

My interaction with HMS Home Warranty's claims rep was very good and the technician last time that I used for the heater was very good too. It was cold because my furnace stopped working and he responded, he did it right away and he did a good job. Everything was good with HMS Home Warranty.

My daughter had TotalProtect for a long time. Having a home warranty is economical and I don’t have to worry. The claims process is very easy. I go online and place a claim with TotalProtect and they respond almost immediately. Their claims reps are very knowledgeable. The techs that they’ve sent out were polite and they explained everything. I’m very satisfied with the work that they’ve done.

Residential MD warranty is fine. I know that once something breaks, I can call them and they will immediately set up a work order. I usually try to follow it up with a phone call to whomever it is that they've sent the work order to. Their reps have also been helpful, friendly, and knowledgeable. But the problem is their contractors. The last claim I had was for my pool pump. Residential MD tried to get the place that they assigned to me call me to set up an appointment. One time, I called the company and they told me that they weren't taking calls, which was not a great thing for a company. I called Residential MD and told them that I couldn't get a hold of their contractor. They also experienced the same thing but they gave their best effort and we both finally got through to the company.

We had a home that was about 20 years old. We were starting to experience small problems here and there and I thought TotalProtect Home Warranty would be a good insurance to have in case something major went out like our air conditioning unit. I read reviews online to see if there were any complaints or issues but I found pretty positive ratings. We have had several claims which I prefer to submit over the phone and they have all been very good. I have had a positive experience with their claims reps as well as with their technicians. The technicians were on time, very respectful, very knowledgeable, very nice and they did not make a mess. They had great communication skills. They did an outstanding job.

After our water main line broke at our house and we filed a claim and called and emailed HMS multiple times without response or resolution, we were finally advised by HMS to find our own licensed contractor to fix the problem, as we were without running water for weeks and HMS could not find a contractor for us. We did and found a contractor best fit to resolve this issue.

I've been with HMS Home Warranty since December 14. I've made a claim with them and I was very happy with their response. However, I wasn't happy with the vendor. They came and installed the water heater, but they didn’t put a pan around it. When I asked about that, they told me that there was no drain so there would be no difference. Then when I called the office, one guy told me the installer might have forgotten to put it on the truck.

We found the overall product offering of Cross Country far more robust and thorough than some of the warranty company. It was in terms of the tiered service levels that they provided, what the coverage was, what they did in terms of the overall asset management which was managing in-house and what happens when it comes to the end of the product’s life, and coordination. We’ve had a majority of maintenance and appliance repairs and ongoing maintenance. When we place the call, the reps were courteous and responsive. We never had to wait long on the phone and even found the list of repair people very, very responsive. When something could not be done in a specific time where the repair people couldn’t do it, they quickly found an alternative.

Everytime I make a claim, I either get no shows or people who cant figure out the problems and come repeatedly. I go weeks with broken appliances. I looked up the repair companies they use and they have one star. If I hadnt put money into my contract, I would never get a contract with them.

I bought my new home and got HMS Home Warranty. It was very easy submitting a claim to them. They sent someone out right away and the issue was fixed within 24 hours so I was happy with the service. And their technician was very thorough, courteous and prompt. I would definitely recommend HMS Home Warranty to a friend. In fact, I’ve told one person about it.

I’ve been with TotalProtect for a long time now and it’s doing all right for me. I’ve had good results with their technicians over the past few years and they’ve done fine with their work. It's a good deal and I would recommend it.

I've had to use my warranty several times which should have meant I made a good decision in getting one but with the extra fees on top of the extra fees and the time you have to wait for service it has not been a good experience with this company. My Gas Heater was the first thing to break. The communication between HMS and the warranty company was horrible.

Finally received the new dryer on February 20th at 5pm. Hopefully, my next experience will be more timely.

My washing machine was failing and called TotalProtect (Homesure) warranty for repair. I've been paying them $50 a month for a long time and NEVER put in a claim. They sent out an appliance repair company to look at the washer and said a "structural component" failed, whatever that is. Total Protect won't cover that, so they are denying my claim after accepting the $125 deductible. When I spoke to member services, they indicated that a Structural Component can be a screw, and if a screw failed in ANY component, they can deny the claim! WORST COMPANY EVER that tries to find ways to get out of paying a claim!

We recently had a sewage drainage issue, plumber had to remove toilets to clear drain. HMS Home Warranty refuse to pay for toilet removal. (REALLY??) Was told that is not a covered item. What is a covered item (not much).

Reported problem with dishwasher. Error code came up on the Samsung & I contacted Total Protect. Set me up with a tech named Sanders (McDonough, GA). He did not contact me with a date nor time he planned to come out. I called him & learned he would be out on Monday (2/5). He came & decided he couldn't get the dishwasher out of the cabinet because the wood floor that had been installed had been installed incorrectly boxing the dishwasher in. He stated, I would have to call the installers of the wood floor to get the dishwasher out, and call him & he would come back & repair the dishwasher. Of course, he wanted the $100 deductible which I gave him. The wood floor was installed 2-years ago and the company that installed the floors were gracious enough to send someone out to unscrew the legs on front & pull the dishwasher out. In the process, the racks in the dishwasher were removed, Just a matter of screwing the legs down which was the first indication the tech DID NOT know what he was doing. I called the tech & he stated he was in Macon, GA and after he completed a job in Perry, GA he would come & make the repair to the dw since he had to past my house on his way home. Well.....I waited for him all evening, not hearing from him, I called & learned he would not be at my residence until Tuesday evening (2/6). When he arrived, I told him that I had been told by the installer of the floor that to be careful and not scratch the floor because it would be difficult to repair. I further told him the current had been cut off for safety. In the process of him doing whatever he did, he asked if I had towels because him not being prepared for the job and not knowing what he was doing, water was out on the wood floors. Enough water on the floor that 2-towels, rug in front of sick & paper towels were dripping with water. He did his thing, slid the DW back under the counter crooked and had already screwed it in. I told him it was not right and he said that was as good as he could do. I stated that was not the way the dishwasher was installed. He unscrewed from the counter, started to twisting on the DW door to get it straight. Final result, he told me he DID NOT take the racks out of the DW and I would have to call the man back that pulled the racks out because he DID NOT KNOW how to install the racks. He DID NOT test the DW after he did his SO CALL repair. Insult to injury, he left the SOAKED RUG AND WET CLOTH & PAPER TOWELS ON THE WOOD FLOOR! I called Total Protection and they were NO help. Suggested I call the tech (Sanders) and see if someone else from the company could be sent out. They obviously did not know he was the sole person in that operation. I would have been just as stupid to have him come back to my house as they were in suggesting I do so! No solution to my situation. However, I advised them I had stopped payment on the check & I was advised they would be sending me a bill for that amount. They can send one everyday but I have pictures of the towels, damage by the water to the floor and a witness which leads me to believe there will be litigation.

Up until my recent experience, I had decent service with HMS over the phone and online to place claims. I have been with them for 3 years since buying my home. The service professionals that were dispatched have been skilled, good customer service folks. Unfortunately, I have been extremely disappointed with HMS over my last claim and will be moving my business elsewhere at or before my renewal in June. Before Christmas 2017 my dishwasher stopped working. I placed a claim and the electrician was sent. I paid my $125 and it turned out not to be an electrical issue. Next, an appliance repairman was sent. I paid my $125 and was told the replacement part would be ordered. I waited 2 weeks, thinking the holidays may have delayed the part and called HMS for an update. I was told the part could not be found and my claim was sent to a research group to decide if they would replace the dishwasher.

20 days so far with no heat in dead of winter. I called them the morning I woke up without a working furnace. Since then, about a dozen calls to customer service over the last two weeks. Half those times ended with promises to call me back. Not once a call back. Last call I was transferred to an accounts manager (without asking), who was worse than any of the customer reps I spoke with. The HVAC guy has no faith HMS will actually come through. If this would have gone well, I would have been a customer for years. This will be first and last claim.

Submitting a claim with HMS was wonderful. Their reps were always very nice and pleasant and their response was rapid. Our furnace went out recently and the technician came right away and fixed it. Our experience with HMS was very good and it was worth having a home warranty.

I'm happy with what TotalProtect Home Warranty provides. I got a home warranty due to the age of our house and the cost of replacing house equipment and having work done on the house. Submitting a claim with them has been very easy. They're very responsive. I either go online or call and their claims reps have been friendly and great. They'd answer my questions and provide additional information, even if I didn't ask for it. The technicians that they have sent have also been friendly and provided quality work. Then, whenever I have an issue, I call the tech back and tell him about it and they'd send a technician to fix whatever my issue was. However, there are some things that aren't covered.

I am a paying customer of TotalProtect Home Warranty and I am here to report my concerns about this company. I've had an open case since August 2017, and to date, this claim (for double ovens) is not resolved.

I purchased a home and did a little searching on the internet for home warranty. And after reviewing some of the information, I chose HMS given the deductible and it was the level of service at least advertised was no different than the other service providers. HMS has a nice set up for submitting claims and it’s easy to deal with. The first time I submitted a claim, I talked to someone there and that went smoothly. They were very pleasant. But every time up to now it's been via their website. I prefer doing it online since I don't have to wait on hold and everything's done. The next thing I know I’m getting a phone call from one of the chosen service providers. And I wish I could request a certain service provider to be back if we had good experience with them and also not have the ones that we had bad experience with.

My furnace went out about a month ago. A service provider came out to look at. They ordered the parts only to discover that part was no longer available. The service provider contacted HMS 3 days later to inform them that the part was no longer available so they needed to replace the furnace. HMS told me they had to search themselves before they would replace it. They couldn’t find the part then they authorized the repair. They sent the service provider a downgrade furnace. The service provider called to tell me what HMS did. I called HMS and it’s suppose to take another 24-48 hours to review. We are at day 27 without heat in the middle of the winter. Ridiculous!!!

HMS Home Warranty takes care of the business. I called for a claim and talked to a very nice lady there for about 15 minutes. It took them a little time to send one of the boards for my heating system but eventually they came along and there was no problem. I wait a little but they took care of it. The people that they picked were excellent and very friendly. I like the guy and I would pick up his business card. I was so happy with the service that I was provided. And because of that, I will give them business if someone needed anything.

I was told that getting a home warranty was best and it really was a good decision as it has saved me a lot of money. My real estate agent told me that HMS Home Warranty knows their stuff and that they are a good choice. It turned out that they were indeed a good choice. To submit a claim, I would call the number and let them know about my issue. They would then get in touch with the contractor who could deal with the problem. Then the contractor would call me and we would take it from there. Recently, a tech came and fixed my heating and air. He was very informative and prompt. It was a great experience.

I have TotalProtect for a long time. I submit claims over the phone and I get put on hold sometimes for a few minutes like last year. But they're very good and professional people. They come in and do the job, say what the issue is and then leave. TotalProtect's very excellent.

Our boiler has been damaged for almost 1 month now and the issue is not resolved. Our CO2 alarm went off in the basement on 1/8. HMS sent a technician on 1/10, whose assessment was that the boiler was damaged and needed to be replaced. The next contact I had with HMS to verify they received this assessment, HMS told me that technician would not be able to do the replacement, and that they would need to send another technician out. They sent someone named Dino out to the house on 1/15 and he said that the boiler was a maintenance issue because of soot build up... so HMS said they would not cover it anymore. Dino came back out to the house on 1/22 (a week later) and then changed his mind and said that he couldn't fix the problem and that the boiler needed to be replaced. Incompetent.

I already had a home warranty before. Although TotalProtect has a higher deduction, they're a little cheaper so, I switched. I had called them once to submit a claim and the rep I spoke with was pleasant and professional. The technician came out in a reasonable time, he was great and knowledgeable of what was going on. He cleaned the part that was there and reinstalled it. He told me that he was going to order another one and if I ever had that problem again, he told me to simply call them and they would just bring the part out and replace it, for free.

Back in the middle of May 2017, the seller got HMS Home Warranty for us when we bought the house. We were looking to get a home warranty ourselves, but the seller offered it and we said okay. We've filed a claim three times so far, and it had been very simple. I called and told them what the problem was. They then took my information and told us that they were going to assign someone who would call us within a day. The repair company then called us to set up an appointment and handled it from there. The first claim was for the spa as it wasn't working. The second was for the dishwasher and the third was for the heat pump. The techs who came were good and everything was repaired. I would recommend HMS Home Warranty.

fast forward to today, I STILL DONT HAVE A STOVE!!! I have two kids that always want to eat, we orderout every night or have microwavable TV dinners, I have called over 29 times, one time I was hung up on by the Total Protect rep. I could have bought a new stove with the money we spent on outside food and dinner????? AND NOW THE REPAIR COMPANY SAYS HE DOESNT HAVE THE PART STILL, TOTAL PROTECT SAYS IT WAS DELIVERED ALREADY 10 DAYS AGO,... I have never been late with a payment (which they increased 6 months ago) I paid my deductible, my next step is to buy a stove for my family but not before going to the BBB and telling all of you STAY AWAY FROM THIS COMPANY!!!!!!!!!!!!!!!!!!!!

Deductible has increased year over year, started at $60 for a service call it's now $125. We've been attempting to have our dishwasher repaired for the last 3 months. Spent nearly 4 hours on the phone with TotalProtect Home Warranty folks and their service provider with no resolution in sight. So far my wife and I have had to do all the leg work for the last month. Asked to speak to a supervisor this evening was disconnected during the transfer 3 times and when I finally got to an associate, Jessie, I was told that no supervisor was available. He told me they would have a supervisor call me. I told them they had 1 hour before I filed a complaint with the BBB and the state AGs office. Entering those complaints with far more detail next. I felt it needed to complete a review here since they brag about a 4.6 star rating and that is about as far as you can get from our experiance. Not worth the money and we have been customers since 2004/2005, clearly a long term relationship has no value with this customer. Note the account is current.

HMS came with the house that I bought three and a half years ago. They paid out the first year on the claim so I stuck with them. Plus, they have great service. The latest claim I submitted for the washer was done automated and it was very simple. The technician showed up the next morning at 8:00 and got it taken care of. The previous claims were for the gas furnace and the water heater which they ended up replacing both with a new one. Their technicians have always been courteous, prompt, and everything got taken care of. I just paid the deductible.

TotalProtect is a very good service company. I've been very pleased with them every time. We've had their warranty since we got our mortgage on our home. They were our realtor's recommendation. Over a period of time, their warranty has been reasonable and serviceable. They repaired different things for us over the years and their deductible has been minimal. Now, however, their deductible is over a $100 and they're very selective on the things they repair. They just repaired my water heater and I didn't think that what they paid was too good.

I had HMS Home Warranty when I was in Springfield, Missouri 13 years ago. And I had moved it 12 years ago over here where I live now. I've submitted claims by phone and their claims reps have always been good. We were getting to go on vacation and the icemaker was leaking. We had a tech come out and he said that it wasn’t the icemaker. He spent five minutes and said it was just a loose fitting and I told him from the very beginning it wasn't it. He said it was, and then he left and then it wasn't even a day later that it flooded in my basement and ruined the wall in the basement. He came back out and said we needed a new water line. I put a new water line in and the icemaker still didn’t work.

I purchased a home and the real estate broker gave TotalProtect Home Warranty to me as a gift. There were certain rooms in the house that were cold, so I submitted a claim over the phone, and the process was quick and easy. The representatives were easy to talk with and they understood my situation. I was happy with the claims process. However, the technician that was sent out wasn’t able to get the heating problem fixed. This house was built in 2003 and the heating unit did what it was supposed to do, but I believe that the unit needs to be replaced. I was not satisfied with the technician, but other than that, everything went very well. TotalProtect is a good deal.

I made a claim on my slide in range which the glass top had cracked from heat.The claim was denied explaining the glass top is part of the structure of the stove and structure is not covered under warranty. I tried several times to explain the glass top is removable and not part of the structure of the stove top.The broken glass stove top is not available any longer from the manufacturer and TOTAL PROTECT just does not want to pay for a new stove. I have requested to speak to a supervisor 3 times via telephone and once by email and have not heard back from anyone.I DO NOT RECOMMEND THIS COMPANY FOR HOIME WARRANTY!!!!!!!!!!!

Three years ago, HMS Home Warranty came with my house as part of my package. Submitting a claim, both on the phone and online, has been great. However, I prefer submitting claims over the phone as it is hard to do exactly what you want online. I've had a positive experience with the reps and the techs. The previous tech I had over was really excellent. I had a leak in my sink. They came and changed out my garbage disposal as well as some piping. HMS Home Warranty has been really responsive and I usually get service really quickly. In addition, the price is good in comparison to other companies that I've looked at. Overall, I’m happy with the HMS and I would definitely recommend them.

I have been in my house since November and the homeowner whom I purchased it from bought the warranty from HMS Home Warranty. After I moved in, the microwave and dishwasher both stopped working so I submitted a claim by calling. Their representative was very nice and the technician who came to service my warranty was great and very knowledgeable too. He came back, fixed everything, and now, my microwave no longer randomly comes on by itself and the dishwasher seems to be dry. I had a great experience.

We decided to accept TotalProtect when it was offered to us by our mortgage company. When we looked at the arrangement, it was a reasonable monthly cost to pay in order not to have a huge expense every time a large appliance went out. It's fantastic to know that at any given time, it's only going to be the $75 deductible we pay for the full cost of any repair or replacement for any appliance.

My issue with this company is several layers deep. First, just about a month after moving into our new home, we had a small electrical fire in the laundry room, which was caused by a faulty outlet that had grounded out to the water lines, causing all the water lines in my home to be electrified. I called and the provider they gave me said it would be 2 WEEKS before he could come out! So I just called my own person and paid out of pocket. Next issue came when we turned on the boiler for the first time, once again we needed fast service and their providers were all several weeks out, so I got my own help.

911 Appliance Repair was sent to repair my dryer. The repair man spent all of 3 minutes deciding that the vent was clogged thus the dryer not drying properly. He did not handle clogged vents thus I needed a heating and air person to unclog the vent. I called a heating & air company who came out and fortunately for me, the gentleman was a former appliance repair person. So instead of leaving me high and dry with no dryer like 911 Appliance Repair did, he diagnosed the problem to be the heating sensors that were not functioning properly. He decided that since he had to take the dryer apart to replace the heating sensors he could replace the drum wheels and the belt and virtually give the dryer a tune up and make it last for many more years. We did. His name is Ray **, Prolific Air-Systems, Inc. Use Ray **. Total Protect and 911 Appliance Repair were incompetent and I pay yearly for Total Protect to repair my appliances! I think I need a new warranty company, don't you?

Get a warranty from TotalProtect. I've been with them for quite a while now and I've had an excellent experience. I called to submit a claim and they told me when the contractor was coming. The people who came out told me what was wrong, what was needed, and they took care of it. I pay my monthly fee and whatever's broken, as long as it's covered, TotalProtect sends someone to fix it. I'm satisfied with them,

I’ve had good relations with all the reps from Cross Country Home. The coverage is all right but the deductible is a little high. I usually submit claims over the phone and sometimes online. Cross Country Home has been good to me and all my claims have been paid satisfactorily.

I've had HMS Home Warranty for two years now and I’ve been very happy with the service. I’ve submitted two claims online and everything was smooth and quick. I really like the convenience of the internet and that’s the main reason why I kept them. It’s really reasonable. In addition, the technicians have been great.

I had HMS Home Warranty on my first house and so we went with them with the second one. I used HMS' website when submitting a claim. I submitted three claims, two of which was for the same thing, and it has been relatively easy. My interactions with their technicians have all been very positive. The technicians were prompt and their quality of work was moderate. However, the claim that I submitted the second time for the same plumbing issue, I have not been able to get a hold of the plumber so nothing came of that so far. HMS is fine but they should have better technicians.

before. I’ve been doing laundry since for more than 40 years and experienced in loading and unloading of washing machines. Because the service provider Electra reported the part was destroyed for misuse and abuse, the warranty company refuses to cover replacing part. How can misuse the machine in less than 24 hours. The unit ceased to work the same day the part was installled. I am beyond upset and now have to call another company to service my unit. I am still unable to wash and am forced to go the laundromat causing me more out of pocket expenses in addition to the $125 deductible I paid to Electra Appliance and Repair. Is this legal? I also plan to write Total Protect’s corporate, Call my state’s attorney office to direct me further and possibly go to court if need be.

I must began by saying that I've been a loyal customer for approximately eight years. This is the first time that I've had a bad experience with the company. I've been dealing with heat pump Issues since November 12, 2017. Apparently the repairmen and the company aren't talking to each other. Once I filed the claim the repairmen took more than a week to respond. When he did contact me another four or five days passed by. Within two days after he "repaired" the system it was inoperable again. He promised to come by on a Saturday, I lost an entire day waiting for him. He never showed up and never called back. Through all of this I knew that by running Emergency Heat on a Heat Pump would cost me in the long run. Today I received my utility bill and believe me I've paid the price for poor service rendered by Total Protect. I've recommended this company to numerous friends and family and I've been rewarded accordingly.

I have never experienced such bad customer service before. We filed a claim on our broken washer on Jan 1. The man that came to fix it said the circuit board was broken and he had to order it. He could not come back until Jan 12th. I thought that would be inconvenient but we could get by for 12 days without a washer. When he came back he informed us the pump was also broken and that HMS was not approving him to order one and install it. On the 16th we were told that we could choose to have them replace the washer or they would give us a check. We choose them to replace the washer. The person told us it was approved and would take 3-5 days to arrive but they would expedite the order. Well that was not true. On the 18th we were told that the washer had not been order but would be ordered that day & would be here in 3-5 days.

I am on day 17 with no refrigerator. I called my claim in January 9. They could not get me an appointment for 4 days. The guy came out and vacuumed the back of my fridge and said he fixed it. Well needless to say he did not. Contacted the company to send someone else out bc it was not fixed. Had to wait another 5 days for an appointment and my appointment day they cancel on my 10 minutes before my time via email. Called again and made another appointment and could not be seen for another two days. Well the day they scheduled it snowed and ice was on the roads and again I was alerted via email about 10 minutes before my appointment no one was coming again.called the warranty company very upset. They sent a new company out ( had to wait another two days) and my fridge compressor went out. Well that was on Thursday the 18th. Well After heAring nothing for a few days I called the warranty company. They informed me they cannot find the part for my fridge.( my fridge is only maybe 5 yrs old) they had sent my claim to another department to see if they are gonna replace it. However that department is running behind and no one could tell me how long it would be for a decision. Now keep in mind I have no refrigerator this entire time, I have two children and was snowed/ ice in for three days with no fridge. The only thing they tell me when I call is I am so sorry for your inconvenience. Yet, nothing is being done. I wasted a day of work bc the worker no showed. I am very unhappy and when this is resolved will find another company. They said they will call me when a decision is made and I was advised not to purchase another fridge when I told them I had to do something. DO NOT USE THIS COMPANY!!!!!!!!!

On November 30, 2017 I contacted Total Home Protect to file a claim on my broken washing machine. A service tech was scheduled to come out to repair on Dec. 6, 2017. At 5:47pm on Dec. 5, 2017 the repair company contacted me stating that my appoint was cancelled for Dec 6 because Total Protect did not file the correct paperwork. I contacted Total Protect on Dec 6 only to be advised that a new service tech would contact me. No phone call ever came. At the end of the day on Dec 7 I again contacted Total Protect, they provided the service techs information. I contacted the service tech and they stated that Total Protect had not sent any information regarding my claim, but they were kind enough to schedule an appointment without the information on hand for Dec 14. The service tech arrived on Dec 14. The washing machine repair estimate was over $1800.00. On Dec 20, I contacted Total Protect as I had not received any information on what was going to be done to resolve my issue. In total I have made 17 phone calls to Total Protect resulting in 529 minutes of my time being assured by Total Protect that they are working on the claim. 529 minutes is almost 9 hours of my time!!!! Today is January 25, 2017...guess what...I just called them again (this is the 17th time) and again, I got no where! 2 months with no washing machine. 9 hours of my time wasted on phone calls. Every month I auto pay the premium. The deductable check was issued at the time of service. Something is really WRONG with this picture!

We've had an HMS Home Warranty for about three months now. We've been having issues with our furnace, which keeps pumping out cold air, forcing us to manually turn it off and back on. It typically takes us 20-30 minutes to get a hold of a person when we call. The first time we scheduled for service, no one showed up. We called back, complained, and finally got someone to come over a day or two later. They did not resolve the issue, as the furnace continues to periodically pump cold air, forcing us to manually turn it off and back on. We have requested another technician come and resolve the issue. It took a bit of complaining for them to agree not to charge us another deductible. Unfortunately, we had another no-show. So, to sum it up, 2 out of 3 appointments have been no-shows and the one that did show up did not resolve the issue. We are definitely not getting our money's worth.

On 11/26/2017 we filed a claim for the replacement of our non-repairable heating furnace/AC system. We had a reputable local heating and A/C company, with which we had done satisfactory business since 2006. We wanted them to do the replacement (Furnace and A/C, which totaled $8,000.) Total Protect insisted on having its own contractor (the lowest bidder--probably two guys in a pick up truck and a magnetic sign on the doors--do the replacement, with a lot less quality furnace/AC package. The option Total Protect offered was for them to "buy out" the claim (for a total $702.00) and, since our subscription would run until June 2018, they would not allow us to cancel the subscription without first paying six months ahead (at $49.95 per month). We agreed to pay the $299.00 and expected the "buy out" settlement of $702.00 to be paid by Total Protect. This claim was presented to Total Protect on 11/26/2017. They have given us a series of "this documentation has been forwarded to the appropriate department. You will receive notification within 5-7 business days". The notification finally came on 12/29/2017 and again with another "We have received your supporting documentation regarding the claim credit reimbursement and it has been routed to the appropriate department for review. Please allow 7-10 business days for processing." In my opinion, Total Protect's business is to delay, delay, and delay, and ultimately not paying the claim. Since I am 82 years old, Total Protect would probably win the race against time. I suppose I could retain an attorney to deal with Total Protect but it would cost a lot more than $702.00

I have had total protect home warranty for 7 whole years never filed a claim. My refrigerator went out around December 13 2017.My refrigerator is still not fixed they kept saying the part had to get approved. Ask for manager to call me back it took another week and then all she did was leave a message for me to call the service provider who is ANTONYS APPLIANCES they are no better has not returned any of my calls since before 12-13-17. They draft my payment for total protect every month for SEVEN DAMN YEARS AND FIRST TIME I NEED SERVICE I. CANT GET IT. I have been without my refrigerator since December. I would not recommend anyone to total protect home warranty or Anthony's Appliances with phone number of 757-538-1040 to anyone. When this claim is done I will be canceling my service and also talking with my lawyer about what I can do

I placed a customer service request on 11/21/17. The dryer was finally installed on 1/9/18, almost 7 weeks after my original request. During this time they may have called me twice. All other calls had to be initiated by me. The excuse was always that they were setting up a new system or they couldn't get the parts. The repair company called me saying they had received the parts and would install them on 12/15/17. Since I had not heard from Total Protect directly, I called them to let them know the parts were in and would be installed the next day. They told me that they were going to replace the dryer and to cancel the repair service which I did. The dryer was finally delivered to my house on 12/21/17 and set in my garage until it was finally installed on 1/9/18. I must say here that I have used Total Protect before and never had any problem but I am very disappointed in my dealings with them on this matte.. No one should have to wait 7 weeks to have a service repair or replacement of an appliance.

Word to the wise - especially if you are in the business of real estate, do NOT recommend or have your clients purchase a home warranty through HMS Home Warranty. This company is an absolute disgrace. Furnace went out on 11/4/17. The company they sent determined we needed our gas valve replaced, which they did. Then on 1/17/18 - furnace not working again. Same company comes out and says the sensor needs cleaned. Pay yet another deductible and within 24 hours - furnace is not working AGAIN! This time they have to send a different company out, but can't come until 1/21/18. When the new company comes on 1/21/18 - says the gas valve needs replaced AGAIN and that the first company that replaced it on 11/4/17 put on a used part - which is illegal.

Our refrigerator broke on 12/23 and as of today,January 23rd (1 month later) our refrigerator remains in the same broken state. A repairman did visit the house on 12/27 and did not give us any indication of whether it was repairable or would be replaced. We have reached out to Total Protect numerous times with little or no satisfaction each time. We have spoken to a supervisor at Total Protect and he could not help us. Promises of return calls that never come. We have called the outsourced repair company without a resolution. We pay our monthly contract on time every month for what we believed was a piece of mind coverage for all of our home appliances. The minimum expected is timely rectification of a repair.

Initial claim for my refrigerator which does not maintain temperature in frig or freezer was called in on 12/13/17; no repair person available until 12/27/17, but my monthly premium was still expected; visit on 12/27, "there is nothing wrong with your refrigerator"; the technician felt bad and installed a new "mother board"; paid the deductible, and waited for improvement, all the while living out of a cooler! Placed another call on 1/9/18, for a "Recall Service" appointment; confirmed for 1/15/18, but no one showed; called again, this time requesting to speak with a customer service rep "they will respond in 24-28 hrs & no you don't have an appt. until 1/22/18", still waiting for a call back, still living out of a cooler, still paying my premium, my advice, don't use this company! I will be cancelling my service after the refrig is fixed, if it ever is.....

Waiting on the phone over an hour to talk to someone is nonsense! The company was not like this when they first started out. It takes too long to review your claim number. I recently had a washer machine break 2 weeks before Christmas. I was given the run around with my claim. They said they scheduled a time for someone to come out to look at it and behold NO ONE EVER CAME. After calling and waiting on the phone for over an hour come to find out they never even placed the service order!!!! After getting in touch with contractors, Sears, they'd set up service times just to cancel or just not come at all. The people who they employ to do the service work ARE VERY UNRELIABLE. It is the last week in January AND MY ISSUE IS STILL NOT RESOLVED.

I finally received a phone call from HMS on 1/24, informing them they are going to replace our fridge. The process was reasonably painless from then on. They recommend a model that we accepted. The fridge was delivered on 2/5. My experience was HMS was that once a decision was made, things would happen at a reasonable speed. But in between decision there was a lack of communication or update on how things are moving, which was frustrated. I changed my rating to a 3 based on the overall experience.

HMS is refusing to pay us for a repair covered under our policy because one of their employees did not put a note on our claim. We have phone records to prove that we called HMS, the times and dates of the calls, and the duration of the calls. We followed their instructions perfectly, but since there is no note, which is NOT part of our job, HMS called us liars.

I have been with the company for 10 years and these past 2 years, I’ve been always dissatisfied with the service. The most recent is my claim for my built in microwave. I filed this claim since 2nd week of November, before Thanksgiving, and up to now, 2 months had past, there’s no resolution yet. Every time we call they always say that they are still researching about it, and last week my wife called again and was informed that the claim was disapprove because it’s not a built in microwave! The rep said that they will reopen the claim and we can call back again. They never call back, no follow ups, no refund, WORST CUSTOMER SERVICE ever!!!

How? No one told me this....there are no notes in the system, recorded lines or in writing. When I say no one, I mean no one. So, again another practice they are doing to not pay this claim. I have been with these ppl for 14 yrs. I have never experienced this and do not plan to continue service with them. I work closely with Realtors, Affiliates and belong to 2 Associations and will make sure I tell them of my experience. This is ridiculous that they would even think that this charge is fair or reasonable. They dropped the ball bc they were to give me an option before ordering the part. Nothing was discussed bc they did not communicate with me. Do not waste your time with this company.

1st let me start with the long hold times are ridiculous. Once you get a rep on the phone they're as useful as the hold time operator. I submitted a clam in November 2017 for a water softer it was approved to be replaced but still in January 2018 has not been replaced. They keep telling me its under review and fail to send plumber the work order. I also had a dryer issue that they wouldn't replace but did repair but they wouldn't let the contractor order part so for that reason it took the replacement of 1 part a month. I had to go to the laundromat for a month. I was not happy about that. So frustrated with this long process.

I have claimed both plumbing and fridge repair 1 month ago. Plumber came on time but they have been to the house 4 times without complete fix of the problem. They were not willing to replace the whole set even though replacing parts did not resolve the issue. The fridge repair has been rescheduled several times now after 1 month, the service was still not done. When I called customer service, the service manner was horrible.

I recently bought a new house and with my new house came a home warranty with HMS HOME WARRANTY. After I started renovations to my new home I discovered that the furnace was making some really loud noises and was shutting on and off. I called and placed a claim so it could come out to be fix and the person I talked to on the phone told me I would pay a hundred dollar deductible to have someone come out and fix it. The day came when someone showed up to fix my furnace.

We filed a claim for a broken oven on 10 October. They sent a repair party who took the $100 and never came back. We have called almost twice a week since October, and still have no working oven. The subcontractor never calls us back, and after almost every call we are told a supervisor will call. We have received no return calls from any supervisor. We have had them for years and never had a problem until now, but their response now is absolutely unsatisfactory.

PS, when you call you are on told for over 1 hour up to 2 to talk to a person who could care less, they are rude.

I have been a long time customer with Total Protect Home Warranty. Within the past 2 years we have had nothing but a horrible experience with this company. Rates stay the same but deductible goes from 75 to 125. Followed by customer service that has gotten worse every time. I have been without a washing machine for just over 2 weeks now. Just called to find out the company that was supposed to do repairs hasn't even sent a service request so NOW we start the ENTIRE process over again with a different company. Horrible, horrible, horrible. Will NEVER recommend this home warranty to anyone.

That is not all. I had to call total Protect again for the heater because it stopped pushing out heat. They sent someone out, of course, I had to pay $125 deductible. The company said a new system needs to be put in to fix the problem. In the meantime, this family is without heat. I pay monthly. An automatic payment of $49 is taken out of my account every month to ensure that I dont have to worry about Total Protects service agreement. Here is what I signed up for: $39.95 month $75 deductible it has been that price when I subscribed in 2007 until 2015. After 2015, my monthly payments increased to $49.95 and the deductible is $125. My annual claim limit is $15,000 each year. I have been with this company for 11 years and never used that amount of money for them to fix anything. If you calculate the money I have paid and the deductibles each time they send out a contractor I have paid well over $15,000 throughout the years. If they do not approve this job and my tenants have to leave, I am going to call eyewitness news to investigate. Lord knows there are enough negative comments for one.

Our stove and oven went out the day before Thanksgiving. To hurry the process, I decided to file a claim online. I was given the date of Dec. 1 that an electrician/repair person would come to check the stove. No one came. I called HMS and they said it wouldn't be until Dec. 14. That person came, found that the part needed was no longer available, and supposedly filed a report. We never heard back from anyone from HMS. So called and HMS said they never received a report. So they put me on hold, contacted Sears, and they said they couldn't understand the response. Not rocket science by any means, HMS. So I contacted the guy who did the repair work and he said he did file a claim. I called HMS back, and they never got the claim. I called Sears and they said I was out of luck. Sears sent me the report, so I told HMS I could forward it to them, but that was unacceptable. End of conversation.

My wife and I purchased our home in September of 2017. We were thrilled to learn that the seller was including a home warranty. However, this excitement was short lived and disappeared the second we needed to make our first claim. After being in the home a month our clothes washer broke and we submitted to HMS for it to be repaired. A tech came out to assess and get an estimate for repair costs on December 8th 2017. The tech came to a total of $1,154.04 to make any repairs. Because this cost was so high he indicated our washer would be replaced and we could expect a call within 48 hours with further information. That call never came, what has followed has been the headache of calling every few days to get a status report.

My dad heater went out 3 weeks ago. He called and filed a claim and paid the $100 deductible under the HMS warranty. They contacted a contractor that would come and supposedly fix the heater and bill the insurance, he would leave the heat on and when the heat would kick off it would not come back on. We continued to call HMS to get the contractor to come back out and he finally did but he did the same thing over and over.

The reason for the bad review is the authorized service partners Total protect used for plumbing. I scheduled an on-line appt Thursday morning with T & N PLUMBING & ELECTRICAL and was given a appt friday between 7am to 11am and they never showed up so after calling them t & n said they dont accept appts scheduled through Total protects web site and they cancelled my assignment number and said id need a new one. After Total protect gave me a new assignment number and different Plumber- Independant and leaving 2 messages with them its Saturday morning and no call back and Total protect thinks i can just wait till Monday morning to try and contact which will probably get me an plumber when do you think early monday morning, yea right- Was told by Total protect they dont have any plumbers that work on the weekend-nice...

I've used our Total Protect Home Warranty for our garbage disposal and the service was great. However I filed a claim for our clothes dryer and was given an appointment for the next day. That same night I was contacted by the repair company stating that they needed to reschedule and it would be 11 days before anyone would be out to look at my dryer. I went ahead and rescheduled and then called Total Protect to talk with them about it. The gentleman I spoke to said I that there was nothing he could do and no way he could help me. This is very poor customer service, going from next day service to having to wait 11 days for someone to come out to my house. I truly hope that the repair person is more proactive in the customer service area with this situation. I'm truly disappointed in how this is being handled. Not sure I will be continuing as a customer yet or not.

I recently had an issue with my washing machine in which HMS sent out a repair guy on 12/22/17. Of course, he could not duplicate the issue when he examined the washer. As soon as he left the washer started acting up again. I have video of the issue on 12/8/17 (before the claim was made) and 1/3/2018 (after the repairman investigated) which shows the same issue in both videos. I have called the repairman twice and sent him an email with the videos without any response. I have sat on the phone for over seven hours the past two weeks trying to resolve this with HMS and they will NOT send a repairman out without ANOTHER $100 deductible... FOR THE SAME ISSUE!!! They were supposed to have a supervisor call me on 1/10/2017 at the latest and of course no call.

After considerable effort and some public exposure they did indeed finally resolve my issues and I am satisfied.

Been a customer for 10 years, furnace upstairs went out, sent us a company that barely looked, stated it was dirty and pilot light relit wanted us to pay 403 to clean , refused, pilot light went out again, we had another company we chose look, serviced stated crack in furnace , c o coming out of went and turned off gas for safety, called Total Protect they sent another company who looked and agreed, gas still off weather colder than ever, Christmas NY 21 DEGREES COLD, SENIORS. Finally they called again second week Jan after we called, stated will replace furnace but it will cost us $1100 for modifications?????? ?we have paid $140 first time, $130 second and now they want $1100 where is the put your mind at ease, we will fix or replace...sounds like we pay most of it and to date have not had heat upstairs , 21 degrees and hope no pipe issue...bedrm 48 degrees....a total ripoff and getting no where. Needs to be checked out

Contacted Total Protect Home Warranty with furnace issue. HVAC company came out diagnosed issue as cleaning and limit switch. Total Protect would only cover limit switch. When limit switch was installed electrical issue was discovered. Total protect scheduled with electrical company and told me they would be here same day. When I contacted company directly they said no way could they be here same day and furthermore they didn't really want to take job since another company had already started job. I called Total Project back and they scheduled SAME electric company for next day at 12pm. Had to take another day off work. When I contacted electric company next day to confirm they would arrive at or around 12pm they said they don't make specific appointments and they had NO availability for this week and they don't want this job since HVAC company already started, too many hands in the pot. When I called Total Protect again I asked to speak to supervisor. They kept telling me no one was available. When I asked them to contact HVAC company I was advised they cannot call out. I found my own electrician, licensed and bonded, and they were here in 45 minutes and fixed issue. HVAC company came back next day for cleaning and now HVAC is working. I pay Total Protect every month for service; major appliance package and I paid $555 out of pocket and had to take 3 days off work. I would NEVER recommend this company...run, run very fast!

I filed a claim in mid November of 2017 for the washing machine that came with my house I bought to be fixed. The tech came out 2 weeks later and diagnosed the problems and sent in a request for the parts from HMS on Nov. 29th. I have called 3 times and keep just getting told that the claim is in research and they will call me back when they know something. I ask to speak to a supervisor and am just told no. Do not under any circumstance ever do business with this company. If you are buying a home with a warranty as I did make sure to tell the realtor not to get the warranty through HMS.

I am still.waiting on my washing machine to be repaired after 2 months. Customer service is horrible. Waiting on th e line for 45 minutes to speak with someone that does not help you. I had to order my own part and the washer is still not repaired. No one can provide a solution. This is horrible customer service.

We have had their warranty for a few months now. Filed a claim to have my dishwasher replaced 11/28 and still waiting. Also, had a pipe burst and it’s been over 48 hours since contacting them and they still haven’t even scheduled anyone to come and look at it.

I filed a claim with an emergency situation I had with plumbing. According to them they had no way to schedule for help. I should hand bail rising water in my kitchen sink for a week until they can schedule service because, "Nothing else is available." Do not get a peace of mind home warranty through them. They are terrible. The company they did assign me to one week from now is a heating and air conditioning company who does not do plumbing anyway. Also, you click 1 to do a survey at the end of the call and I hung on the line for 10 minutes and never got to the survey. I have no patience to be treated this way. Nor do I have the time to make several phone calls to the same.

I called Total Protect on 1/5/18 to report no heat from furnace, the wait time was 1 hour 15 minutes. I was told to contact a local contractor because they were unable to reach one. On 1/6/18 a contractor assessed the problem and got the furnace operational, but informed me that the inducer fan motor was bad and needed replacing. I then contacted total protect to provide this information. They in turn called another contractor who confirmed that the inducer fan motor was bad, but he would need to contact the warranty service to order the motor and that I would be without heat from 5-7 days. This information was repeated by the customer service representative. I've had this service since 2007. The company has been more responsive to customer needs in the past. I will not renew my contract with them.

I have been 7 years with this company, now that my AC start getting problems, they increase my deductible. I have call them about 5 time for problems with my AC, and almost always with the same problem. They sent a technician to my house that the only thing he do is patch the AC, and ask for the deductible. After 5 times doing the same I decide to cancel my police with them, and replace the AC by myself. At that moment they ask me for a cancelation fee, and the person that told me that, was very rude. Really a bad company and service. I do not recomend anybody to ensure their appliances with them. It is a wasting of money for a real bad service.

Good morning to all, I am not one to air my personal business here on face book but i need you guys help, i have been without my furnace since November 2017 the company TOTAL PROTECT WARRANTY sent a company to check on my furnace and was told my furnace motor and fan is gone so i said how could that be cause they just replace it in October of 2016 so i have been in the phone with them since November and they keep telling me someone is coming to fix and now they saying it been approve to be fix and just Dec 28 i talk with the one of the supervisor she said you are on the list as an emergency but not no one has came to fix it yet i example to her you have no trouble taking your 44.45 each month out of my account and Plus when u call them you on the phone almost one to two hour waiting to talk with some, i have email channel 12 on your side and channel 6 and no one has contact me back yet so i don't know what else to do i am seeking a lawyer for advice so if anyone know what i can do please text me or call me at ** thank you all so much.

I purchased a home that came with the HMS Home Warranty. I had heard that home warranties were difficult to deal with and never worth time or money. I should have listened to that advice before spending so much of my time on hold and time away from work for this awful company! My first issue occurred in June. The AC unit in the attic was leaking due to overflowing condenser. I put in a claim online and received a timeframe of 9am-5pm for the tech to arrive a few days later. So I took a day away from work to wait the entire 9-5. That large of a timeframe is ridiculous in this time and day honestly. The tech arrived around 1pm, wet vacuumed the condenser catcher that was rusted (so of course this has happened in the past) and said I am good to go. Ha. Well it worked the rest of the summer, so I was fine with the temporary fix.

1 hour wait times on phone (evenings or weekend mornings). Pat answers on phone once got through. They just don't have the right affiliations with contractors. Nicor has zero deductibles for just a little more per month and I am hearing great things about their service options and availability.

Updating to state that we received our replacement refrigerator yesterday and are very pleased with the product. The delivery and set up was prompt and professional. We also received a call from someone at Total Protect who wanted to ensure our issue had been resolved to our satisfaction. This is the service we are accustomed to receiving from Total Protect.