Cinch Home Services Reviews

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.

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?

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.

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 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.

This is the worst homeowner insurance I have ever had! My washer has been broken for over 2 months now and my claim is still sitting with the HMS research department. It took a month before they authorized someone to come and troubleshoot. Two different companies have come and neither of them were able to fix it. Both of them did two visit. Every time they come I incur additional cost for someone to help in taking down the dryer since it sits on top of the washing machine. Every time I call the customer service line, I wait for over an hour just to speak to a person. I’ve been very patient but am now frustrated since to this day, I don’t know when my washing machine will be fixed!!!

This is at best a waste of your money. I have had three occasions to use the warranty and each was a disaster. 1) Furnace: Our furnace stopped working during an extremely cold evening - well below freezing. I called HMS to get service. There no emergency service. I would have to wait 24 hrs to get covered service. I put up with a freezing overnight only to get a call in the morning that the get ‘HMS Approved’ service company did not service our type of furnace. At this point I’m in danger of freezing pipes. I call HMS, wait LITERALLY OVER 2 HOURS ON HOLD and explained the situation to HMS (yeah – ummm don’t care. Rules is rules). So I called a REPUTABLE service tech and he came out within the hour and fixed the problem.

I am disgusted at my experience with HMS Home Warranty company. I filed a claim the day our clothes washer broke, they gave us a time, and my wife took off from work. Repairman never showed up, then we called the home warranty company and it took over an hour to reach someone. When we finally did they gave us a number to call the service company. No one picked up and then it said the mailbox was full. The next day again spent an hour waiting to get through to the company and then they assigned our claim to someone else. Another day off waiting. Well at least they showed up, but only to tell us that he knows the problem and that he will contact HMS.

I am currently renting a townhouse while we build our home. I've made two claims through this company and they both have been horrible experiences. The first one - we scheduled a time for the afternoon and they called at 8am saying they would be here in a couple minutes (which sounds great! Except meetings at work had to be cancelled at last minute when I had already made arrangements to have the afternoon off to let them in the house). The second claim is the reason why I am writing a review. I placed a claim for a plumbing issue - 6 degrees outside and the pipes are frozen. Leaving us with ZERO hot water in the house. They contracted out a plumbing company that was scheduled to stop by today 12-4pm (again I moved my work day around). At 4:30pm no one has been to the house nor have they called/returned any of my calls.

My hot water heater died and leaked water in my basement on 12/16; I went through a series of phone calls with various customer reps at HMS Warranty to find a service provider who could come out to fix. After not being able to locate a vendor who could come out in a timely fashion or one who was within a close geographic region (they gave me one provider who was 45 minutes away! and I live in a major metro area with 1000's of local plumbers) HMS finally referred me to their Honor Code program where I find the plumber and get preauthorization through another 1-800 # they provided which is through Cross Country Home Services. The two days in between finding a plumber, we were without water to the whole house because I had to shut the main water supply off to prevent further flooding.

First of all it's $100 per service call and no matter how many times they come out they won't replace the appliance. My daughter has them too, and that's what happened to her. The fridge leaks constantly, it has duct tape holding the door together and they just keep coming out and fixing the leak for a week and then it's back. She is now just going to buy a new one.This is crazy. She has paid a lot of money for each service call deductible, and could have bought two refrigerators by now instead. Secondly, I called three weeks ago and put in a claim but never received a call to schedule a service call. So I called them today to find out why and they had the wrong phone number on file. It was one digit off... understandable. I'm ok with that, but I ended up on the phone with them 3 times today!

Our heater went out December 26th. I called how service and was able to have local company come on Dec 27th. We were told that they would write up and submit a report to the warranty company and a decision would be made within 24 hrs. Didn't hear from the company at call. Called to check on the status on the 28th. Was told that we were awaiting a part. Called Jan 2. Spoke to 2 different customer service agents, was told both times that we were awaiting a part. My husband called later that night to find that that was not true, the part had no been ordered, and a decision to replace the furnace was "just" made. Then my husband found out that the replacement furnace is smaller than the one we currently have and less efficient. We have been without heat going on two weeks in Ohio, with temperatures are as low as -15 degrees. My husband expressed concern about more damage being done to the home with frozen pipes, etc. We were told that our situation was elevated to "emergency" status. I don't know what you expect from a home warranty company, but 24 hour service, replacement parts of equal or greater value, and truthful customer service agents would be a start. Also must pay more than $650 in support materials like filters, pumps, and adisposal fee. Still awaiting a solution. Suggest seek a home warranty company with truthful, effective, efficient, and expediant responses; not TotalProtect Home Warranty.

I called in a claim on 12-5-17 total protect sent out a heating/air contractor on 12-6-17. After his assessment he left the invoice and message with my adult son indicating that the furnace needed a brain and the warranty would cover it. After waiting serval days and no contact from contractor nor total protect I decided to call total protect this was 12-13-17. After holding for over 45mins a customer rep finally answered I explained to her the above situation she had no idea what I was talking about and stated that no work order had been sent over. She was going to contact the contractor and give me a call back. Of course there was no call back. (Did I forget to mention my house is cold we’ve had over 6inchs of snow and I can’t get no explanation from total protect on why no one has called or inquired on where the ball was dropped.) After waiting to hear back from total protect, it never happend so I called them once again holding for over 45mins a customer service rep answered. I’m very frustrated now I have a baby at home my house is cold and nobody can give me any answers. This rep tells me they just got the work order on the 13th(the day that I called to asked about the situation) and it takes 24/48 to make a decision. Are you kidding me the only reason you have a work order is because I called on the 13th to inquire why I haven’t received any service. This is a clear indication that the people their contracting out is not someone I would use. So I asked for a supervisor after holding another 45mins the supervisor came and quoted me the same thing added that this would be put in as an emergency and would be expedited and that it has been sent over to research. Well here it is 1-2-2018 a whole another year and still no contact from total protect. Oh did I mention upon calling today my hold time was an hour and they never answered so I hung up. My time is valuable. My house is still freezing, my bad by is sick, total proctect is still collecting monthly payments and I have yet to receive any service. I will be canceling this warranty as so as I get this bs resolved. #HORRIBLE SERVICE #HORRIBLE COMPANY

We reported that our furnace failed over 10 days ago. No scheduled times on Total Protect Web page where it says to schedule. we've made repeated calls. on hold for 1.5 hours for first one! stillno return calls to schedule Someone to check furnace! Last call today, they said we should find our own repair people and give them Total Protect coverage info. Everyone we call says they won't accept Total Protect coverage anymore. Apparently, since bought out they don't pay the repairman who do the work! I am considering legal action! This used to be a great company! Don't buy policy with them!

Our furnace went out this last weekend and I called and they set up a Service Co to come out and fix it. I want to mention that the temperature has been below freezing all this time!!! The technician came out and discovered that the fan had gone bad. Their company had one in stock and they called Total Protect to get approval. They were told that it would have to be researched, and were given no idea what would happen next. I spent almost an hour on hold trying to talk to a live person at Total Protect. When I finally got through I was told that the service guy is only to come out and do diagnostics and then they do research. We have had a policy with Total Protect company for almost 13 years and I have never had this happen before. They come out and fix or if they don't have parts they order them and give me an exact day that they will be in. I currently have every light in my house on, the fireplace running 24/7 and had to go buy some space heaters to keep the pipes from freezing; yet their people can give me absolutely no idea of when or if my furnace will be repaired.To top it off their deductible has gone up $50.00 yet I'm getting worse service. I am NOT a happy customer and I will no longer recommend their company to anyone.

My house already had Cross Country's warranty and I just took it over. My coverage plan is fine and it's working out well. I called the number in my booklet to file claims for my toilet and garbage disposal. Initially, it was an automated system and I put in exactly what I was trying to get serviced and it shot me out a number and the name of the company that I was going to contact. I have also spoken to a rep who was fine. The companies I have worked with were nice, too. I will refer Cross Country and I'm glad that I have a home warranty. The repairs could be expensive so it's a better sense of security.

I just received my reimbursement check today so the claim is resolved. It took almost 3 months and I hope I receive better service in the future. I bumped up my rating to 2 stars.

Our furnace broke And our house was freezing! Called HMS and with no problems they gave us a HVAC company who came out the same day! Our whole furnace needed replaced. It took 24 hours for HMS to approve a new furnace and the following day after approval we had a brand new Lennox furnace in our home. We paid our $100 deductible and had to pay an additional $200 (modifying ductwork not covered by warranty) but I am utterly pleased with the service we received. This is the second claim we made. The first was last year for a clogged kitchen sink. The plumber came out and all plumbing concerns were covered under my $100 deductible. We had them unclog the sink and fix a leaky bathroom sink. I will again renew my home warranty with them for the second time when it is time!

I have had HMS Home Warranty for the last 4 years. Recently our dishwasher went out and they sent Doran construction out to take a look at my dishwasher. The guy came out and looked at my dishwasher and said that it needs a new circuit board. He said he will order it and he'll be back out in a week. After 3 weeks the guy still didn't call me or come back so I contacted him. Lo and behold he shows up at my house a few hours later saying, oh the part just came in today, yeah ok.

Total Protect has the worst customer service I have ever experienced and at 70 yrs. old I have had many experiences. If you call them you can expect at least a 45min. wait or longer to talk to someone. You are NEVER going to get to talk to a supervisor because apparently they do not exist in this company. I have been trying to get my microwave replaced for over a month. When I placed the repair order they sent a tech. out and we were told it could not be repaired, it is a built in. over the range microwave that was manufactured in 2002. I did as told and called GE to find out the microwave they had "ordered" would not fit but they gave me 3 options that were comparable that would fit. I called and gave this information to CSR but they still insist I approved the one they "ordered" and on the other hand they told me I had agreed to the "buy out" for the microwave.I never agreed to anything and all I want is one that fits and works. I have had 3 different "techs." to call me to install the microwave that according to GE will not fit.This should be an easy fix if they would just order the microwave that will fit, it is not an expensive model and I am not asking for anything but what the contract that I have had several years agreed to. I also have paid $100.00 for the tech who did come out. The price for the contract has gone up and the deductible went from 60.00 to 100.00. I told the CSR I wanted to cancel the contract and she said if I did I would not get the microwave fixed. This company should not be in business to treat customers this way and take their money and get nothing in return.

I have been without heat for a month now. I had to keep calling for updates because nobody contacted me in reference to the necessary repairs. I don't feel like a valued customer with the company. I asked to speak with a supervisor and was told that it would be 24-48 hours for them to return my call but I never got one. The company that came out has not followed up on my situation. The temperature in South Carolina has dropped tremendously and I still don't have any heat. I am a very unhappy customer with the treatment that I have been receiving since you all receive your payments on time.

I have had to deal with this company twice in the last 3months. First, my ac went out. They didn’t contact a technician until almost 3 weeks after claim so we had it fixed ourselves. Now, we wake up with no heat in house. I call and they tell me they are sending urgent request to service provider, but when I called service provider, they had no knowledge of this claim. Gratefully they are on the way I also asked abt the HVAC claim I made in late September. I sent them all my documentation and proof of payment and I asked to speak to supervisor. The rep hung up on me and I’m now on hold for 50 minutes. I WILL NEVER RECOMMEND THIS COMPANY TO ANYONE.

I have had my home warranty with HMS for almost one year now and the customer service has gotten from bad to worse over this time period. The agents will tell you items are covered or that multiple items are covered under the same deductible...only to find out later that’s not the case. HMS will apologize for “bad information” I was told but do nothing to make it right and instead stick me with a much higher invoice compared to what their agents initially said was covered. It’s really, really bad. The customer service is as bad as I’ve ever experienced. I’ve complained on multiple claims and they don’t seem to care. Do not buy a home warranty from HMS. You will regret this if you do.

My water heater broke and I filed a claim to HMS via phone. They quickly made an appointment with a technician for me. The guy came to take a look at the water heater and determined that it needed to be replaced. I waited a week to allow them time to process the claim however I did not receive any form of communication from HMS nor the contractor company. Then, I called HMS to follow up and they told me that they hadn't received the report from the contractor and they would contact the contractor to obtain the information.

Cross Country is really good compared to the first two warranty companies I had before. When I finally got rid of my prior warranty company, it took me about two months' research before I decided to go with Residential Gold from Cross Country Home Services. They have been good and they send somebody out four times a year for maintenance checks on the plumbing, the heating and air, and the electrical. But they seemed to have started having a hard time finding somebody in this area to come out. They sent a plumber out here from Zion Crossroad for the maintenance check and he told me that he won't be back because my location was too far.

I Initiated a claim on Nov 16. For a defective burner and a range. A tech was dispatched shortly there after couple days. He proceeded to try and locate a replacement burner. They found out it was Mfg discontinued part. That service order got cancelled and another tech shows up to do the same thing previous tech had done. Started whole process over again. Now it's Nov 28. HSM proceeded to do their internal process going through research and authorization. I have been calling customer service every week or so with same answers. No update from research nobody telling me anything. It is now Dec 27th still nothing new.

My garage door opener motor needed replacing (according to technician) I had previous problems and this was the second call on an earlier service call. I had to call Total Protect four times to get the status and each time was given a different story about what the technician said in his report. It went from needing to replace the motor to a "Spring". If that were the case they would have told me that on the first call and I wouldn't have expected the motor to be replaced which Total Protect said they approved for replacement. The "Spring" issue never came up in my conversations with the technician.

For the past 6 days I have been calling this company to get a repairman to my house. They give be a company to call for service who does not answer calls or respond to voice mails. I left 4-5 messages with no response or call backs. I called TotalProtect Home Service to explain my problem with the service people they are recommending. They now tell me that they need to find another service company in my area and it will take another 24-to-72 hours to get back to me. This will bring me to 9 days from my first call without a serviceman to correct my problem. I keep calling customer service and they continue to give me the runaround. I'm getting the feeling they are waiting for me to get so disgusted that I'll just go outside the service plan to get my refrigerator repaired. I can't help feeling that this company is scamming their customers. I will wait to see if I get a call back with a new service company for my repair in my area but I'm not holding my breath.

Our policy with Cross Country Home Services came with the sale of the house. We just took over the rest of the term and then we picked it up after that. We have been with them for 14 months. Their claims process was easy. We've had three repairs that needed to be done and we called them. Everything was taken care fine. The customer service reps were very helpful, friendly, and outgoing. They're the kind who'd take care of my needs. However, they could improve the services on the vendor side. There have been a couple of instance where they don't have the parts they need when they get there, so they had to come back. And because it's a second home, we're not there all the time. It took a month or so before they were able to finish the project. So, they may be more prepared when they get there. Nevertheless, I'm very happy with Cross Country and I'd recommend them.

Oven broken and was scheduled for repair on 1/16/2018. After complaining to TotalProtect they found another vendor and my oven was repaired earlier this week. It pays to get after them.

I have been waiting for over a month to get a resolution on my Dryer repair. This started before Thanksgiving 2017. I have asked more than once to talk to someone who can make a decision. They tell me someone will call me back. When I do get a call, they apologize that they are so behind. Still, No answer or resolution. I wait, and wait. I call again. Again they apologize. They say they are trying to find the part. (The part that the technician that THEY sent out to repair the dryer, told us is not available) Meanwhile, my dryer was left taken apart in the laundry room, not fixed or put back together. In stead of being able to wash and dry my cloths any time I want, I have to wash my cloths and then have to haul them to a laundromat to get them dry. this is time consuming and frustrating! So, what do I do, keep waiting, replace the dryer myself, call again and plan on being put on hold until someone answers? It is Christmas Eve. I'm on my way to the laundromat.? It is Christmas Eve. I'm on my way to the laundromat.

When I purchased the home, I had a home warranty through another company and I was very dissatisfied with them. When I was going on the credit union’s website, TotalProtect showed up and I purchased it through the website. I called the number that was on there and one of their agents was really nice. She walked me through the whole thing and did everything very easily over the phone. Their customer service is awesome. I've only had three claims and every time I call, someone answers the phone then I put claims through and then I get an email.

This company is a fraud. I called multiple times for a clothes washer and I was on hold for over an hour. When talking they said they would call back within 24 - 48 hours and they never called. This same thing happened with my air conditioner except we did get a call back about 3 weeks later from an air conditioner contractor asking if we needed service. You can't talk with supervisors and if you have an emergency it's useless. They will not help you.

As I was reading the other recent reviews of Total Protect, they mirrored my experience as well. My previous experiences with them were ok but I am sitting her two week post trying to get my washing machine fixed despite the fact a repair person came fairly quickly (Call to Total Protect to place claim 12/8/17; repair visit 12/11/2017). The repairman said it would take 2-3 days to get the part; however, he had to send in the order to Total Protect Plus instead of them allowing the repair person to order the needed parts. I was told in a follow-up call to the repair company that if they ordered the part it would have been no more than 3-5 days. I called multiple times to inquire what was the hold up in getting parts for a basic washer and it was explained to me multiple time from the Total Protect phone agents, that they had a large influx of orders in November and they were behind. I experienced the extremely long hold time other reviewers mentioned and phone agent told me the order for my parts was in "research" as other reviewers mentioned as well. My requests to be connected to "research" or to a manager were denied, as apparently no managers work there and even the agents said they have no actual contact with "research". I was given no timeline as to when to expect a decision from "research" and was told that they would not be reimbursing me for the cost of using a laundromat despite their very bad service. Reading the other reviews of people without heat or the use of a refrigerator for extended periods of time was upsetting and leads me to believe my best course of action is to eat the $100 that I already paid to not get my washer fixed, cancel my policy with Total Protect Plus, and get a new washing machine. Additionally, having their agents repeatedly apologize for the bad service but then not offer any information or recourse is not helpful but extremely aggravating and no way to treat those employees either.

I’ve had an HMS Home Warranty since 2012. My 20+ year old water heater recent started to leak from the bottom and flooded my basement. Two plumbers quickly concluded that the unit needs to be replaced. Yet this process has dragged on and the past several weeks of dealing with HMS have been a NIGHTMARE!!!! The customer service wait times can be upwards of 45 minutes. And after waiting 45 minutes if you are disconnected, they won’t call you back… you have to endure another long wait to speak with a new person. There is NO follow-up. I’ve been repeatedly told that a representative would call me at various points over the past several weeks. No one has EVER called. I’ve requested to speak with a supervisor several times and was told that they were too busy to take my call but that someone would follow-up with me. Again, no one has EVER called.

The coiling unit on my refrigerator broke which is the cooler and it's not working for the refrigerator or the freezer part. So the gentleman comes out from Sears and he tells me that this part needs to be replaced and I said well what about the front where the ice is being melted ice is melted out in the water has burnt all the plastic with calcium on the front of the ice maker coming out of the dispenser as well as on the bottom part of the tray he said oh no they won't replace that. I'm like why it's happened because the water's been just dripping out of the freezer so they should replace that as part of the issue so he gets online with total protect customer service the lady that authorizes and she refuses to authorize and tells me I can pay for it on my own! Terrible customer service, they don't answer their phones.

Years ago, I got Cross Country through American Express. Then American Express quit carrying it, but I stayed and I've told a lot of people that don't have insurance to go with them. I recently filed a claim over the phone to get my sink fixed and their wait time was fairly quick. They gave me a number to call then I called the plumber. He came out, was very nice and knowledgeable, and he fixed it. I also had an issue in one of my upper bathrooms and another plumber came out for that. He was very nice and knowledgeable, too. A lot of people don't believe in having this kind of policy but through the years, it has worked for me. Hopefully the plan covers everything it says it's going to and if I have a major claim, they'll back it up.

In the course of doing routine maintenance to my oil furnace, it is discovered the oil pump is bad. The company doing the work can do the fix and can get the part that day (Dec 20), but cost is $450. I call HMS Warranty saying I have this problem, I have a guy on site that can do the fix today - they tell me none of their providers can do the work before Christmas, but they will find another one for me. I give them the name of the guy IN MY HOUSE as a possible contact. Get called that evening with a new company that will come out - he comes out the next day (Dec 21) collects $100 deductible, confirms the problem is legit and leaves. Calls HMS and they tell him they have to ship him the part and it will get there after Christmas. I have no heat in my house and now won't have it until after Christmas.

I am at 14 days today without heat or hot water and I can't get past the script of the customer service reps to a supervisor. First they could not find someone who could work on my system. Then it went to research to decide if they were going to repair or replace and know it is finding parts!!! It is Christmas weekend and maybe a supervisor will call back in 24 to 48 hours! Which is a joke because the last time I was told that was last Sunday so I'm at 60 hours now and still haven't gotten a call!!!

Our refrigerator broke four weeks ago and HMS has failed in addressing the issue at every turn. They dropped our appointment the first week, then sent a tech that couldn't work on the fridge, then spent two more weeks failing to find another. We finally found our own technician who gave his report day of, and now it's been a week and we still have not heard back about a decision. I have spent at least a dozen hours on the phone with them, and am met with either indifferent or helpless customer service reps every time. We could have bought a new fridge with the amount we have spent eating out by now. The company is absolutely not worth it!

About 5 months ago I was speaking to Sears Repair Services about an appliance problem at which time I was sold an extended warranty for all my appliances. Last month I accidentally broke a door latch on my microwave and called Sears On November 8th. I finally had the door latch repaired on Dec 18 (part cost $34 and labor $175) my deductible $75 plus my monthly fees of $50... a few days after I had called for the Microwave. My freezer fan was making a lot of noise and I gots no error message. Called Sears to schedule an appointment.

We purchased our home two and half years ago and have had HMS Cross Country as our warranty company since then. Our realtor gave it to us and we've renewed it twice. Unfortunately, I've had to use it in the first year, but they were able to send someone to repair right away. I like their service and it has worked out well so far.

Called to file a claim on my Samsung refrigerator on 12/8. The service company came on 12/13 only to tell me that they don't work on Samsung appliances. I called Total Protect back and they said they would find another service company and call me back within 48 hours. After 48 hours and no call back, I called them again. The rep told me they had no record of the previous call but would assign a new service provider. The next service provider came on 12/20 and immediately said they didn't work on Samsung appliances. Total Protect has know all along that my refrigerator was a Samsung! Called them back only to be told that they would send Sears out on 1/9/2018. Asked to speak to manager and was told none were available. Total Protect has no interest in customer satisfaction! Arbitration is the next step. Avoid this company and spread the word.

They sent someone to repair my heater that they had repaired previously. The gas company came out a few days later and reg tagged the heater because they said it was cracked. It wasn't cracked before. Now, I'm left with a cracked heater and the warranty company will not replace it because they now say that the warranty is not valid for my type of heater that they had been fixing. Now I'm stuck with a crack heater that wasn't cracked before.

We had been with HMS for three plus years. For the most part, they had been responsive and fair with handling issues we had, Until Recently. This ALL STARTED October 22, 2017 and Went on until December 8, 2017. We had a dryer switch go out. I called and filed a service request as I usually had. This time I was told I had to call the service provider myself to “make arrangements”. I had not had to do this in the past but reluctantly I called. As expected the service provider told me HMS had to call because they would have answers to questions I could not answer.

Still waiting for Total Protect To resolve my broken dishwasher! Been more than week! They even assigned my repair to a company that is out of business! Brilliant! Parts no longer available for dishwasher. Why the delay? Take my $$$ monthly, but stall on a claim!

When our hot water heater broke, we were very pleased with HMS and their service provider. However, our dishwasher broke two weeks ago, causing thousands of dollars of water damage, and it has been a nightmare. They sent out a service provider that left our dishwasher in pieces around our kitchen and then despite their website and our warranty decided the issue with our dishwasher was not covered. They won't give me any information, so we are out the $100 deductible, have a dishwasher in pieces, and have no explanation on the issue. They deceptively state that dishwashers are covered and then find a reason to not cover the appliance. I think this is unlawful and deceptive. Pick another home warranty company if you have the choice.

My home is 11 years old and things are starting to deteriorate a little bit in line with the appliances. I knew that within a reasonable amount of time, I'll to have to start replacing these things, so I became a part of TotalProtect, which is under Cross Country Home Services. It's a lot easier that way than it is to be paying the whole thing out of pocket. We've been with them for three years and I know three of our neighbors are also a part of TotalProtect. We all had a good experience with TotalProtect.

I have been a customer for several years. We never had any complaints until now. I submitted a claim for my range at the end of September. I have had 5 technicians come to my home and the problem is still not fixed. The last technician recommended replacement. That was three weeks ago. Everytime I call, I am on hold for over 30 minutes before talking to a representative. They keep telling me it is under review. The last representative could not find my claim and since I was at work, I did not have my claim number with me and I was told I would have to call back. I spent Thanksgiving with no working oven, and now it is less than a week until Christmas and I still have no working oven. I am currently on hold with them again and have been on hold for 20 minutes. Definitely do not reccomend Total Protect.

I purchased a home warranty through HMS. I purchased additional coverage offered by the company which included coverage for our septic tank. The company freely accepted my additional premium payment. I had maintenance performed on the septic tank and submitted the claim. HMS representatives first told me that they needed more information. I provided them with all necessary information. They delayed further and asked for more information. I reiterated that they already had the information. Several more weeks went by. HMS finally admitted that they had the information and that the claim was approved and payment would be issued. No payment was received. I called back several weeks later and was told payment had been issued. No payment was received.

I purchased this warranty almost 8 yrs ago following the purchase of our home. Since that time I can count on one hand the number of times I have had to call. However, during the past 6 months I have had to call regarding my fridge & now dishwasher. I have received horrible service. I waited almost a month for my fridge to be repaired and have now waited 3 wks for them to fix or replace my 15 yr old dishwasher. The customer service is lousy, cannot speak to a supervisor and they will not call back within the 24-48 hours as they claim. My claim has been in review for over 7 days while they decide they cannot find the part to fix it. Still no calls back.

Customer service was horrible, my water heater went out, it's been over week and still won't give me answer when it will be replaced. I also have needed dryer and stove repairs and the companies have already come out, submitted what is needed on their end and said HMS is backed up because their new system, it's been over week. This is not what I paid or signed up for!!

I have been without a clothes washer for 2 months. A service provider has come several times and requested parts to repair - some of the parts are turned down because they say they are not covered. Then, when the parts that they do approve are installed, then they approve the parts they initially declined in order to avoid replacement. Whenever I call, I wait up to an hour to get connected with a rep. Sometimes they put me on hold and I get "disconnected" and they do not call me back, leaving me no choice but to call and wait again to talk to a different rep and go through the whole story again. They always tell me that I will be receiving a call, and never do. It is impossible to speak to anyone from their "authorizations" department. They keep stating that the service company has not told them that the washer is unrepairable, but when I call the service company, they state that they have told them that, which means someone is lying. Terrible company - you should avoid signing any agreement with them.

12/13 - TODAY a supervisor has it to review and will call me. I have explained myself over and over. It is cold in my home and I opted to make monthly payments to TOTAL PROTECT to avoid being left out I the cold due to furnace failure. I feel I am being taken advantage of with no recourse. I am at the mercy of Total Protect and no one can help or cares. Did I mention it is winter and I AM COLD. MY FURNACE HAS FAILED ME SO HAS TOTAL PROTECT. And I was on hold for a minimum of 30 minutes each day. My time has value too!

I have been without heat for 5 days with a special needs child and pets in the home. The company came out to fix the heat and said he couldnt just go pick up the part it has to be ordered from total protection which could take up to 3 days. So now I’m looking at a total of 8 days from time of call to getting it fixed. Current temps has been 30s at nights with snow showers.

HMS has been one of the most difficult organizations to work with. We had a water heater go out. We called- they had NO ONE to send. Told us to find our own contractor and to have them call and get the work preapproved. We did everything AS TOLD to a T. That was October 28. They approved the work and told us to pay and then to send the receipt. We did everything EXACTLY as we needed to do.

We purchased a home and Cross Country came with the mortgage application. We had the first two years for free and we've been with them for six years, going on seven. They provide the service and they respond right away. The people that are under contract with them are very good. You work with them and they work with you. The only problem I got with customer service is they don't get enough staff. You got to be on the phone for a long time. But when you get them, they clearly understand your issues. They are trained to understand what's going on. They take down your information, they analyze it and then they would respond where they would be looking into your issues and get a technician out to your home within a short period of time. Their technicians are knowledgeable and they know what they're doing. They give good service and things are taken care of.

We did not purchase this warranty, it was included with the purchase of our home. I would never purchase a warranty through this company or recommend to anyone. We had a problem with our oven/range. Called and they were very friendly and sent someone out. However that's where the service ended. I submitted all the required documents for reimbursement 5 times now over two months and have yet to receive any reimbursement. All I get is the run around. Seems as though they drag it out as long as possible until people forget or the warranty period has ended. I have already informed our realtor about their horrible service and recommended they do not stay with this company.

It has been three months of waiting for repairs. Only one company under contract with Total Protect, therefore there is not any other options for service repairs. The Company under contract is not a reputable nor professional company. The serviceman has been here three times but never fixed anything. Today his appointment resulted in could I get my flashlight I left at your house. I forgot your parts so I cant work on your furnace, someone will be in touch, Merry Christmas. No one ever calls back. I have a Natural Gas leak which is concerning. I've spent numerous hours trying my best to get this repair made. I am canceling my warranty with Total Protect and will purchase from another company. Customer service is lacking seriously. I've repeatedly spoken with Total Protect about my issue and they resolved nothing. There are many other companies to purchase home warranties from, I suggest checking them out.

I had to file a claim last week 12/5/17 due to flooding in the garage from my electric water heater and arranged to have a plumber respond on Thursday December 7th. The plumber came on Wednesday to inspect the heater and later in the evening we paid a $50 deductible in which he explained it could take 24-48 hrs to get a response of approval from the home warranty. Well today, Dec 11th my hot water has stopped working. I called HMS this evening and explained what happened. The representative started off sounding sympathetic and explained this was not considered an emergency.

Filed claim on Oct 30 2017 for furnace not firing, shutting down etc. It is now Dec 11 2017 and I still have no heat. The repair company ordered the parts, which must come through HMS, and nobody seems to know where they are. I was promised twice that a supervisor would call me, but never got one call. I told them it was now an emergency, as extreme cold is forecast for my region this week. The rep was very nice... but I'm sick of nice people who do nothing. This morning I called the repair company and they still have received no parts. So I ordered the parts online and will have them Wed, I will install them myself as I have learned quite a bit about this now, and I WILL DEFINITELY NOT RENEW MY POLICY WITH THIS INCOMPETENT COMPANY.

I’m happy with what HMS is doing and the way they're handling the issue with the claim I filed. I sent it through their website and the technician who came was nice, knew what he was doing and got the furnace working. They did some troubleshooting and rewired my humidifier in the process. But it was frustrating that it took a little time to figure it out. I was communicating with him through email and there was a lot of back and forth as he tried to figure out exactly what was wrong and get it right. Then, when he set it up for the troubleshooting, the floor was filled with water when I came back to the house. We got it all cleaned up and he told my mom that everything was done.

I called to get my dishwasher serviced. It would not come on. Took 6 days to get someone out. Repairman was knowledgeable and friendly. I paid him the $100 deductible. He ordered the parts to repair but indicted the dishwasher may be replaced. 3 weeks go by and nothing. No contact. I call to follow up and after staying on hold for 50 minutes. I'm told a part was on back-order. I ask to speak with a supervisor and I'm told they are all busy. I leave my name and number. 2 days later I get a call from a supervisor who tells me he is sending out a replacement dishwasher a GE the (cheapest one). It will be 4-5 days. So 5 days later I get a call back saying the dishwasher is now on back order and the company wants to know what I want to do.

We bought our home and it's going on 11 years. Things are going to break down so we need to have some people that can help us take care of these stuff because everything is so expensive. My husband is a disabled veteran and I'm disabled with some medical issues so we have to have some help with having to keep this house repaired. Our hot water heater was not producing any hot water and we used TotalProtect. We submitted the claim over the phone and it was very easy.

HMS Home Warranty (HMS) aka Homesure of America, Inc. does not uphold their commitment to its customers. I have been a client of this home warranty company for almost 2 years and recently their service simply turned for the worst. The issue that I have now is with an open claim being unresolved for over a month. Since October 19, 2017, HMS has failed to respond to any of my complaints regarding the repair of my washer machine. In fact, I have called HMS continuously each week since the 19th of October and all I get is, "the part was ordered and was delivered to the repair company." And each week, they tell me the same thing, but change the date of the so called delivery of the part.

With as much as we pay, I very dissatisfied with my experience with this company. We have been without heat in our house for two weeks and counting. It went out Thanksgiving weekend when we immediately called HMS to report it and scheduled someone to come out and look at it. We called every few days to see what was taking so long and it turns out, a week after our report, they were still deciding on if they should repair or replace our furnace.

I’ve had HMS Home Warranty for over four years and it’s always been good. Submitting a claim is easy if you do it online. If you call in, you’re on hold forever and it’s very frustrating. I never got anywhere until I finally did it online. The rep called me and it was good. Their techs have always been pleasant and professional.

I've had HMS Home Warranty for two years on both of my houses and I've been dealing with an AC situation since June. I called HMS Home Warranty, I asked them how to go about it, they gave me instructions and I followed their instructions. I called the service company and they came to clean my air conditioner in both of my houses. One charged me $100 and the other one charged me $89 and I had to pay for the service and then I had to submit the claim. I have sent copies of those invoices three separate times and on the day they did the service, the rep of the company where I got it serviced in Pennsylvania took a picture of the bill and emailed it to HMS. I called her after I talked with HMS' rep in North Carolina and she did it again. They billed five times and nobody has called me.

My refrigerator stopped working. Called Total Protect to get serviced. Waited on hold for an hour, then they assigned me a service provider to come look at it. When I called the service provider, they informed me that they did not work on appliances. Called Total Protect back and waited 75 minutes on hold , then they told me they were having issues contacting another service provider and would call me back. They never called me back. I called them back after several days of waiting and waited on hold for over 2 hours this time. They then assigned Sears to come look at my refrigerator.(but gave me an appointment for a month away.) I went on line and rescheduled the appointment for only 5 days away. The Sears technician troubleshot the issues and called Total Protect with his findings as he is supposed to do. He gave Total Protect his findings and then Total Protect person asked to speak to me. He informed me that the refrigerator could not be fixed and they would proceed to replace it per the contract. I was told I would be contacted by Total Protect within a few days to begin the replacement process. After a week and no call from Total Protect I called them back, and again waited on hold for over an hour. I was then told that their research dept. had not yet completed their "review" and someone would call me back in 24-48 hrs. Again after 48 hrs. nobody called me back. I called them back on Dec. 6th and waited on hold for another 70 minutes, and was then told that nothing had changed and that it would be escalated and someone would call me back within 24-48 hrs. Again no call from Total Protect after more than 48 hrs. I called them back and waited on hold for 55 minutes and was again was told that the research dept. still had done nothing and they could not connect me with a supervisor, nor the research dept., or anyone else, but that a return call was asked for and that I should simply wait until they called me back. So after a month I still have no refrigerator, and no timetable for when/if Total Protect will ever do anything about it!

AVOID this Home Warranty company. You call in a repair, it goes to a different company, but they are all linked together, as they see fit. Can never find anything on past repairs. If you call, you will be on hold a minimum of 45 minutes. They have shoddy company’s that come out to repair. I have a whirlpool tub that the jets won’t shut off, we have to trip the circuit breaker. They first sent an electrician, he said it wasn’t his problem, he did housing electrical like wall switches and lighting. They then sent a plumber, he looked at it, took the $100.00 payment and had to go talk to his boss. They told the Warranty company that it wasn’t their problem, that it was an electrician or appliance problem. Appliance comes out and says it is not an appliance. So, three different trades and no one knows what or how to handle it. It is not electrical because it is an air pressure switch that activates the motor. Yes it is an electric motor connected to a pump that has plumbing going to it. It is a plumbing problem. The air activated switch is internal to the motor/pump which needs to be replaced by a PLUMBER. Been trying to get this fixed since 16 October...2 months now.

I’m very pleased with how Cross Country handled the appliance for my claim. It was compatible with my first unit so they did really good. Their service reps have been very pleasant but they have different techs and I’ve had trouble with some of them. Other than that, their warranty is pretty good, and I recommend them all the time.

The realtors recommended HMS Home Warranty when we bought our home. I submitted a claim for the pilot lighter, the starter on our hot water tank. I called first and then I submitted it online and the process was very easy. The interaction with their claims rep was wonderful. They were pleasant, efficient and quick. They specialize in hot waters and stuff you need and they serviced right away. It was an excellent process all the way through. It was over the weekend and they were here first thing Monday morning and it was fixed on Tuesday morning.

Very frustrated. I had my heat go out during the day and have an infant in the home and they only use 1-2 service companies in the area and if those companies are not available then they have no way to expedite the service even though it is an emergency. Very disappointed in the service where most warranty companies will let you find your own service company if they do not have one available. HMS does not give this option. Hold times are always very long as well.

TotalProtect covered more than anybody else. I submitted a claim over the phone for an air conditioning problem and they were right on top of it. The contractor did an excellent job. He was really friendly and knew exactly what he was doing.

Buyer beware!! Don't buy this product. We've had two claims since we bought an HMS Home Warranty. 1st: Clothes washer. We had a high end Kenmore. The repair parts were no longer available, so the coverage offers a "similar product" replacement. The only thing similar is that they both were clothes washing machines. A Yugo and a Cadillac are both cars too. The "similar product" was a low end "apartment grade" washer worth 40% of the value of our machine. OR we could do a cash buyout. Which was the purchase price of the low end machine. We also had to wait for hours on the phone to talk to customer service. We still have not resolve the issue with the washer.

Getting a home warranty was a pretty good deal and my mortgage company recommended TotalProtect. The first time that I've submitted a claim, I had to replace my gas water heater. The guy from Accent was putting in the hot water tank and said that I had to buy a $350 permit from the city. When he left, my old heating and air condition guy said that the city had stopped doing that. So, I called the city, and sure enough, anything under $5,000 didn’t require a permit anymore.

When we bought our house in Davidsonville in 2010, we purchased a warranty from HMS and we've had it ever since. We had them come out and do some work here and they did a fine job, so I also had it applied at a rental condo I had at that time. I submitted a claim for one of the air conditioners, which they replaced. I have spoken to their claims representatives and they were very helpful, and they sent back qualified companies. The first one was too busy, which was fine, so I went to the second one. And they came out and did everything and all was good. Their overall customer service has been very good. Whenever I've had a claim, they've always made it sound like they were interested in it. They said they'd get it resolved, which they did. The technicians have all been very good and very thorough. They usually just tell me what the issue is and they handle it through HMS and it is fixed.

I was with Sears Home Warranty before and Cross Country is a better provider since we were able to get everything bundled together and insured as compared to Sear's insurance of only a few items. We normally call whenever we submit a claim and everything has gone well. Everyone has been helpful. I had to recall one time because the parts didn't come in. But then there was a hurricane that time and I'm sure that has a lot to do with it. We also particularly like the guy they send out for our heating and air conditioning because he gives us time whenever he comes out. I would recommend Cross Country.

The only problem I have with TotalProtect Home warranty was that I have to have somebody come out, look at the issue and then the contractor had to call them and get approval to do whatever it is they need to do. I usually get online and file a claim, and the wait is about five minutes max. The reps were excellent and customer service was really good. The washing machine, air conditioning and heater were all fixed pretty well and I didn’t need to be persistent. However, some of the technicians that they sent out were not so great. I had somebody come out for the washing machine and I really think they were the ones that broke it. They couldn’t fix it so they replaced it. But I had a good experience with any kind of regular plumbing and the technicians would usually show up on time. So far, everybody has been professional. I would recommend TotalProtect.

I am writing to express my disappointment in HMS Home Warranty and the air conditioner contractor that was sent to fix my cooling problem. T&S Comfort Specialist is the company that was contracted from HMS to completed my installation of the coil for my AC unit. I contacted you several times to share my disappointment with this company but nothing was done. I called you originally bc my guest bedroom wasn’t getting as cool as the other rooms in my home. T&S came to inspect the problem on 4/12/17 and stated that my coil was leaking and needed to replace. (Also recommended replace 410-A, Horizontal Coil, and Big Cal.) I was told once this was done, my room would be cool.

The final diagnosis of leaking at one side of Cook-top is due to rust. The company considers this is not covered under the warranty based on "conditions of water flow restriction due to scale, rust, minerals and other deposits". Obviously this rust is applicable to water flow restriction, so is nothing to do with a cook-top which has no water flow at all. It has been more than 4 weeks since the claim was reported. This case is still pending for the supervisor's review. I have called 3 times and each time I waited for 10-45 min and got nothing done. What a terrible service!

I have been with HMS Home Warranty for 11 months. They covered more items and when I submitted a claim, it went smoothly. The technician was okay, but there were a lot of add-on charges that wasn't covered that he put on there. Still, I was satisfied with HMS. I like being able to do things online and submitting a claim that way since it's so much quicker and I don’t have to wait on the phone. I also spoke with two reps who were very professional, polite and helpful the whole time.

I HAVE BEEN TRYING TO GET MY DRYER REPAIRED SINCE SEPTEMBER. IT IS NOW DECEMBER ABD NO RESOLVE AS OF YET. I HAVE HAD TO FILE 3 CLAIMS JUST TO TRY TO GET MY DRYER FIXED. THE TECH HAS BEEN OUT 3 TIMES AND EACH TIME THEY TELL HIM IT IS BETTER TO REPLACE THAN FIX. DRYER TO OLD. SUPPOSE TO GET A CALL IN 48 HOURS, BUT NOTHING. CALL BACK IN A WEEK AND GET TOLD CLAIM IS IN RESEARCH. WAIT ANOTHER WEEK AND I CALL IN GET TOLD THE CLAIM HAS BEEN CLOSED. I THEN GET SETUP ON ANOTHER APPOINTMENT. I START SAME PROCESS OVER AGAIN. HOW MANY TIMES ARE THEY GOING TO RESEARCH THIS CLAIM FIOR COST COMPARISON. SOUNDS LIKE THEY ARE DOING SAME WORK OVER AND OVER AGAIN. WASTE OF TIME AND MONEY. WONT ALLOW YOU TO SPEAK TO SUPERVISOR OR MANAGER OR CLAIMS DEPARTMENT. DONT GET CALL BACK AT ALL. VERY DISAPPOINTED WITH THIS COMPANY. THEY USE TO HANDLE BUSINESS EFFICIENTLY AND PRECISE. WOULD GET CALL BACK SAME DAY OR WITHIN 48 HOURS. SINCE THEY CHANGED IT ISNT WORTH THE MONEY . BUT FUNNY THEY EXPECT THEIR PAYMENT RIGHT ON TIME EACH MONTH.

He did his job so I followed up the next day and waited 40 minutes for a customer service rep to pick up. She said they don't cover rust. Asked for a call from a supervisor which never happened.

Called to report leaking hot water heater on 12/1/17. The service company never responded until 12/4, only after I made numerous phone calls and then to be told he was too busy. Contacted home warranty company again, they said they would find another company. This area is recovering from Hurricane Harvey, there are no other companies!!! I contacted a plumber we have used in the past, licensed and all and he will come. Warranty company says we must wait 72 hours before we can get our own plumber!!!! We have been without hot water for 5 days!! They say it's just an inconvenience. Really?? I pay every month for this service and now my problem is an inconvenience .

I’ve had HMS Home Warranty for two months since the owners bought it for me. I did an online and phone claim submission which were both easy to do and had a couple of fellows, gas and a roofer, come over within the day. When I thought I was going to need a new water tank, the technician who came out, looked at it and I found didn’t need a new one. He turned it on for me and checked out a couple of the spigots that were old. I felt like a fool but the fellow was very nice. It was done so well and he made it look so simple. It was a new home and I got a little scared. So far everything’s been good. People should even debate and just get HMS.

I had Choice and American Home Shield, and Choice was awful. TotalProtect was much better because they will fix things where Choice wouldn’t. I’ve had two claims filed with TotalProtect and they’ve gone well. There was one that they fixed the toilet and they replaced everything. That was really done well and has been there for six weeks now. Submitting claims was very easy and my interactions with the reps were good. Also, the technicians were great across the board. The TotalProtect team is very attentive and got the job done without much effort. Good quality of service so far and the experience was great.

I am so disgusted with this company and sadly still in the midst of trying to get the repairs done to my gas dryer. First, it took me two days to get through to Total Protect. I waited on three different occasions at least 30-40 minutes each time. I finally called the corporate sales office and they connected me with customer service to file a claim. Per the representative, the company is switching over to a new system. I let that go and placed my claim. The agent repair company came out and diagnosed that Inneeded a new motor. I called to follow up a couple of days later to w sure the part was ordered. The company said they needed the model and serial number , however they never called me to ask for it. I am still unsure why the technician never obtained the information off the ,achinemwhen he came to my home. So I snapped a photo of the information from the machine with my phone and sent it to them. Apparently 2 days later, they ordered the part. According to the company, the supplier did not have the part. They went back to Total Protect to have it order the part. It is now 13 days later and I found out that the authorization request sits with Total Protect and my part has yet to be ordered. I called Total Protect almost a week ago and was told the part had been ordered. But I was lied to and only through additional prodding and probing did I find out that the part for my dryer has yet to be ordered because the authorization has not been approved. I waited 4 dirfferent times for about 30minutes again today to find out that information. I will be cancelling my contract with this company. The poor customer service by Total Protect and their agent is completely unacceptable.

Total Protect (Cross Country Home Services) partners with many companies to provide service to us customers. When either company (Total Protect or the 3rd Party technician) begins to blame the other for a mishap, we (customers) get left out in the cold looking for another company to meet our needs.

Avoid at all costs. I originally purchased a plan which I swear I ordered the total protect plan which included appliances. I paid this faithfully for two years when my fridge went out. Come to find out they had me down for ONLY the "System Protect" which does NOT cover appliances. Color me shocked so I ordered the "total protect" which was also $10 cheaper yet covered more - what the what? They swore up and down the original warranty would be canceled and no longer taken out with my mortgage. A few months went by and I noticed I was still getting billed for both - I called Total Protect again and they swore up and down they were not still billing and I should call the mortgage company and ask them for the $$.. I call the mortgage company and they tell me I need to call Total Protect as there has been no official stop to the request to bill for the 1st warranty. I call Total Protect AGAIN and they say they don't have the $$ and have not been billing or collecting money for my original warranty. I call the mortgage company AGAIN and they say in the notes it shows as being canceled but they have been requesting as the warranty company has been sending the bill/file. I try Total Protect one more time - ask for a supervisor and I'm told none are available. The very rude gal said YES I was being double billed and " why hadn't I called to cancel " GRRRR. I'm over it - canceling soon and going with someone else.

I've been with TotalProtect for about six years. I had a couple of claims submitted and the majority of the technicians have been fine. The only problem I had was when the last person came out to do my air-conditioning unit. I mentioned it to the owner of the company and when the person came back he was more cordial and got the work done. I am very satisfied with TotalProtect and I would recommend them to anybody.

We have HMS Home Warranty and have had both the hot water tank and furnace go out this month. It's taken over 3 weeks & counting for the hot water heater to be replaced and we're going on 1 week without a furnace, in November/December in Ohio. Their customer service has been incredibly unhelpful and at times downright rude. I've had call their service contractors to make things move more quickly. I would never recommend them to anyone, not even someone I didn't like.

I have been a paying customer of HMS Home Warranty for over 5 years. Within that time, I’ve had some issues in the past (to which HMS has barely met the minimum requirements of fixing) but this most recent issue is the most aggravating. On November 28, 2017 my water heater failed and leaked water all over my basement. My husband placed a claim with HMS for a water heater. The next day they sent a service provider who took a few photos and explained that we need a new one.

What an awful experience this company provided. The hold time is ridiculous. I held on for almost 2 hours. I'm paying for a home warranty that I can't use. My refrigerator went out Nov 6th. I called, Total protect sent out Praise Appliance(Winston Hemmings) who indirectly expressed to me the paying customer that the appointment time scheduled was an inconvenience to him. He arrived 4 hours after the appt time, halfway looked at my fridge and told me that it had been turned off from the display screen and left. Needless to say I had to go out 3 weeks later and purchase a brand new refrigerator.

This company has been a nightmare to deal with!!! I have been paying them a premium for 5 years. This month I finally has reason to make a claim. On Nov 1st I made a claim for my dryer. I called - after a 25 minute hold time (every time I call) I made sure they had the correct phone number and email. Seems info was sent for 1 month to the wrong email. Nothing had been fixed in their system nor in my house!. On Nov 22, 2017 - I called to inquire about my dryer repair and then made a new claim for my oven. No one I spoke with ever had the authority to fix the delay problem and later the problem of sending two different technicians from two different companies thus charging me two separate service calls.

I called HMS Home Warranty and submitted a claim for a pump on the side of my heater. Their reps were really nice and the contractor who came out was really experienced and professional. He was able to fix the pump and I’m satisfied with it but he called HMS back and they said I had to pay for it myself since it wasn’t covered.

Our previous warranty from a different company has expired. We found TotalProtect online and that their price was good for us. So, we decided to just go with it. Their claims process online was very simple and easy. I like that I get a call right back and there’s no wait time for someone to come out and fix the problems, whatever it may be. Recently, I had a septic issue. They looked at the problem and realized that they were unable to fix it since it wasn’t covered. But their tech was able to give me information so I can reach out to the right people. I know some people would charge us for just coming out, but TotalProtect waived that fee for us. Everything was on point and on time. I've been with TotalProtect for a little over two years now and it was a convenient experience overall.

The customer service of this company is horrible. You get the runaround and told the untruth when you ask for a supervisor. I waited a week for a service call that never happened because the plumber they assigned me was in another state. I was reassigned again and then again. This is the second time I've tried to place a claim for a plumber and nothing happened. I would never recommend this company to any homeowners.

We've mostly submitted claims online and it has been easy and quick with no problems. The few reps I've talked to over the phone have been fine and the technicians have all been very professional and done a good job. I've very satisfied with TotalProtect Home Warranty.

Submitting a claim to Cross Country is never a problem. I just turn it in, pay my deductible and it’s done. I’m very happy with them.

First it took three different repair companies in my area to work on my Trane system. The second gentlemen reported that the compressor and TXV valves need to be replaced. It's now been three weeks since I have heard anything. I called and escalated with "customer service" and was told no supervisors or managers were working and that they would have someone call me back within 24 hours. It's now been 8 days with no contact. I am letting the realty company know they should consider recommending a different warranty provider to their home sellers. I will note that all but one of the customer service reps have been professional and at least given the impression of trying to be helpful.

Service Provider was scheduled from 8 to 12. Took off work for few hrs. Called Provider was told by wife, 11 but couldn't guarantee. I had to go to work.

We knew that our house was an older home and it would be needing some work so we decided to purchase a home warranty with TotalProtect and we've been with them for five years. Six weeks ago, I submitted a claim for a very old furnace that had a crack in it. I did it over the phone and my dealing with their claims rep was very pleasant. Their technician was very nice and polite. He did a good job but it took him a good while to get it put in. We’d had them out a couple of other times for an appliance repair and we've always been pleased with them. They were very professional and we had a very good experience with them. They got the job done and after they finished everything, it looked great.

I have a rental property and having a home warranty would be cost-effective on the items that were in the rental. So far, with HMS Home Warranty, the service has been very good. It was easy to submit a claim which I can do online since their website is user-friendly. I spoke with the technician over the phone and he was nice, but the tenant dealt with him directly and she hasn't called me with any complaints.

This place has dropped from s good company to a failure! Call wait times avg. 1 hour. No call backs from managers. Waiting 3 weeks with NO HEAT for a part they demand to source. I found it in 5 minutes on the web for $79. Absolute failure!! Will drop after this service call. BTW, 10+ year customer!!

My claims with Cross Country Home Services are usually a pleasant experience. I've had one or two experiences with the technician that weren't excellent but the actual customer service people have been good and really helpful. Every time I wanted to submit a claim, I never had a problem doing it and I never had a situation nobody showed up after I schedule a service call. However, I was never notified that they had taken away the complementary fall and spring check-up this year and I closely follow the emails that I get from them too. I would call every once in a while and I found that out this month. They also did not make me aware that it was something that they could offer to you at a discount from one of the companies that they work with until I called up. Otherwise, it's a good program because I had another one when I purchased another home and it was absolutely atrocious.

I liked what HMS offered in their brochure. But I've submitted claims with them and the process was extremely difficult. Originally, my claims were placed online and it has been horrendous. And then in order to talk to anyone, you had to wait on the phone for over an hour. I'm a Realtor, and I have recommended HMS to my clients. And two different clients had an extremely difficult time. One has had no heat for two weeks and is still without it. And the bureaucracy of getting a new heating system okayed has kept these ill and senior citizens in freezing homes. To wait two weeks to have heat in your home is outrageous. And so, I am not very happy about it. There were other things as well, but this was the most serious.

I love TotalProtect. I call in to submit claims. If I go to voicemail, they call me back within 20 minutes. They ask me for my name, address, and TotalProtect account number. They ask me what’s wrong then they tell me what my charge is going to be. And finally, they tell me the company that they are going to send out to take care of the problem. It's been very easy and I love the service that I received. The contractors they sent were very personable, polite, and courteous. They came when they were supposed to and left the job site the same as when they came in. I'm very happy and think it's money well spent. I feel very secure knowing what I paid that I've only had to use them twice but it's that insurance in case something does happen. I have recommended them.

I called TotalProtect for most of my claims and they sent somebody out. The reps and technicians were good. So far, I've had a very good experience with TotalProtect and I'll continue on with it.

Used to be great service. With my last two service issues in October and November this year, it takes an hour long wait on the phone - called 4 times and "Mary" is the only one that ever answers.

On 11/15/17, I placed an online claim with Total Protect because my washer wasn't working. The online system gave me 11/20/17 as the first available date for service. I took that date. Upon arrival at my home, the very nice repairman advised me to call him directly next time because he actually could have been at my house on 11/16/17. He told me I needed a new motor and another part. He said he recommended replacement instead of repair to Total Protect. I started calling Total Protect 11/24/17 requesting a status. I was first told that they were going to repair my machine and that parts had been ordered. I called back 11/27/17 and was told that they were still waiting for their Research Department to make a decision as to repair or replace. I have called numerous times since then. I have been told three times that I would be receiving a phone call from them with an updated status. I still haven't received the first phone call. It has now been 15 days since I filed my claim. My laundry is running out the door. Customer service refuses to forward my calls to a manager or to their research department, who apparently is the bottle neck in this ordeal. My contract expires 12/16/17. Are they waiting until then so they can not renew me and replace my machine? Are they waiting for me to purchase a new washer on my own? This is a complete rip-off!

Before you consider giving them money call customer service, an average of 45 minutes to an hour wait time. We have done a minor claim once the past 2 years. Both times filing the claim and getting someone to come was easy. After that forget it. They will cash your check and your claim will be lost from one department to the next. Dishwasher took one month. We are on week 2 with the washing machine. It’s up to the customer to waste an hour on hold each day to try and see where the claim is.

I bought our house twelve years ago. A realtor suggested that I look into home warranties and that was when I reached out with TotalProtect. My warranty covers electrical, plumbing and all that. I’ve had about seven houses that I’ve had listed with them over the last few years. I’ve always had very good success with them working with me on repairs and service. Submitting a claim was fairly easy. I knew that I can do the claim online but I felt more comfortable when I spoke to someone through phone, and then they sent me an email confirming it. That’s one reason I’ve always liked TotalProtect as I’ve never had a problem getting to speak to a real live person. Most of the time, I get right in and once in a while, I would be on hold.

My oven would not work ,called TOTALPROTECT who I have had since 2015 & used succesfuly before. Serviceman could not repair. After looking for the part , was notified this part was not being made anylonger .I received a phone call on approximatly November 6th. that they could not get part & I would be told what stove I would be able to get. Iam still waiting & every time I am able to speak to someone I get the run around. I need my oven , Christmass is coming & I have a large family to cook for. What am I supposed to do now. I have been on hold for over an hour when I call. When the repair man was here on Nov.2 he did not give me a receipt , but I have my credit card receipt.

I called to place a service call for my refrigerator ON October 30, 2017 and have not received service as of today. I have been getting the run around, no one in my area to service the refrigerator, to get it serviced myself, to Crites Heating and Cooling has taken the service call and will be out Monday, November 27, 2017 between 12pm and 4pm. I have not received a call from them, nor have anyone came out. I left a message at ** via Janet's voice mail. I called Total protect on November 28, 2017 to follow up on service call, on hold over an hour and the call dropped. I called today and was on hold for 28 minutes for someone to tell me there is nothing they can do. This service call was suppose to be an emergency due to refrigerated medicine for glaucoma, diabetes, and a infant milk. I am very dissatisfied with the service of Total Protect, this is how you treat post traumatic stress disorder disabled Veteran's that sacrificed their lives to protect this country. This situation has increased my stress and anxiety level more than you can imagine. I will spread the word to former veterans, retirees, active military and reserve members, federal employees, and whoever will listen. Maybe even call Elliot Davis. This is ridiculous. what's really a medical emergency???????

We had had a home warranty with the previous company. They kept raising their prices so, we started looking for another company and someone referred me to TotalProtect. We live in the desert, so it’s really hot in the summer and air-conditioning is a must. We submitted a claim due to a problem with our AC unit and they were very responsive and addressed the problem quickly. They sent a company out that we enjoyed working with. The technician was wonderful, he kept us informed of what was going on and got the problem fixed. It’s been several months now since the repair and the AC has been working fine. We're very happy.

I've had TotalProtect for a long time. Recently, my water heater went out and they replaced it. I submitted the claim on the phone through an automated thing. Then they gave me a number to call for a plumber. I called him so he came over and took care of it. It's been good and I don’t have any complaints about them. However, they raised the deductible from $75 to $125 and I’m never happy about it when they increase something. Still, I'm satisfied with TotalProtect. They don’t cover everything but the things they cover, they do a good job of taking care of it for me.

We've had HMS Home Warranty for nine years now and we have submitted different claims with them for our furnace, washer and refrigerator. Submitting a claim is completely automated. I just call them and they call the provider. Service is usually provided within the next day. The service provider comes out, looks at the equipment and diagnoses the problem, then repairs it. In all the times that we used them, the appliances were repaired in a timely manner. However, their prices are getting out of hand. What was at one time $70 is now $125. They keep raising their cost each year. We have since started looking at different options and different providers of home insurance.

I have been waiting for you to fix my HVAC issue since 11/18/17. The blower motor for the gas HVAC system appears to have fried out. A preferred vendor of TotalProtect has indicated a new blower is needed to resolve my issue. I was charged $125 for the deductible, andI have been patiently waiting for the part to come in. I have called 9 out of 10 days to customer service in which they indicate that my issue is set as an emergency. I have also been told that I would get call from supervisor to discuss in further detail. I have not received any calls from anyone at TotalProtect as of now.

I have had good service from Total Protect Home Service Plan in the past few years - but my recent claim on Nov. 3rd to repair a gas hot water heater has gone unanswered. A plumber came on Nov. 3rd and was paid the $100 service fee to diagnose the problem. Now 3 weeks later, 4 calls to customer service with 45 minutes on hold each time - i have been told each time that my claim was under review and would be filed in 24-48 hours. I have requested a call back from a supervisor as well. I asked the last rep if they had gone out of businesss. I would not recommend this company. Too stressful and undependable. I think it is time to call my attorney.

I got an insurance policy from TotalProtect Home Warranty and I’ve been with them for close to 10 years, since I purchased the home. I've generally had a good experience with them. Submitting claims was very easy and the reps were very good and helpful. I've had 5 claims with TotalProtect since then and the most common ones were for the oven range and the microwave. I've also filed claims for the refrigerator, air conditioner, and furnace.

I call Cross Country Home Services to file a claim and they give me a claim number. Then they call the service company to come out and everything has been fine. The technicians have been knowledgeable and friendly as well. I would refer them.

The gas company came to put in new house meters outside. Everybody had to get one and they turned the gas off for 24 hours. When we had a new gas meter in, they turned the power. But when they turned the water heater back on and relapse the furnace, fire blew out of it and they red tagged it. It was the original furnace when this house was built in ’86 and to me, that doesn’t seem so long ago. We bought it eight years ago from one of our family and they took care of all their stuff. I still have the paperwork about where they installed that furnace. It has worked fine but they wouldn't lock the furnace or let nobody else look at the furnace.