Cinch Home Services Reviews

Well, I have been a member of Total Protect home warranty for slightly under Two Years. I had purchased the Total Protect warranty around the summer of 2015 so that I would have Peace of Mind...if things went wrong inside/with the house.

For 3 days in a row I've been trying to get through to the correct dept. to cancel the policy. I called the 877-880-1634 number which sends you to customer service Monday 8/7 after holding 39 mins. Lindsey said she had to pass me to the cancellation dept. I waited on hold over 3 1/2 hrs. I finally hung up, Tuesday morning 8/8 called spoke to Shanae system was down I'll get a call when they were up again: no call I called them back mid afternoon waited over 1hr. 1/2 hung up, Wednesday 8/9 waited 44 mins. for Debra to tell me I reached the right dept. wrong person and I was placed on hold again. I also logged on to me account and sent 2 emails there response was someone from customer service would contact me . No call backs have been made. At this point I am sending them a certified letter informing them to cancel the policy and placing a stop payment at the bank, that is going to cost me $30.00. At this point they don't deserve anymore of my precious time. Customer service is not their #1 priority . This has been the most unprofessional company I've dealt with.

I've had TotalProtect for years because it’s good to help you just in case anything goes wrong. I had it through the bank and I appreciate that TotalProtect has been very helpful with all my problems. Submitting a claim has been very good and easy. I've had some issues but you just have to deal with it. The reps have been very helpful and courteous. But the technician for our most recent claim didn’t show up and I don’t know why. It was for a Saturday and their office is not open on a Saturday so there is no way I could contact them. But I'm having somebody else take care of it.

My realtor who sold us the house in Northern Virginia set up HMS home warranty as part of a gift from her and I kept it going since then. HMS fixed whatever problem we had and serviced our HVAC when it wasn't cooling. We’ve been happy with them until we had the very last claim, which was troublesome. We had something going on with the HVAC and our basement was flooding so I called and spoke to the representative who said that it wasn't an emergency. That rubbed me the wrong way because that was on a Saturday and I was trying to get people as excited about it as I was so they could get someone out on the weekend. But the rep was pushing back and said that the company they assigned didn't have weekend call outs. I asked them to get somebody else who has a weekend but that never happened, and so the water pooled down the basement until Monday.

My air condition didn't work and was out for two days, so I had it fixed. I could have hired somebody else to do it but since the insurance was there, I thought I'd use it. The conversation with the rep was very short and I had no problem with it. He just told me to get a hold of the technician, and when I did, they said they had already been contacted and set up an appointment. The tech was here for two hours, had the problem taken care of and was on his way. It was very good. They were very courteous and knew what they were doing.

We wanted something to protect what we have. Our bank suggested TotalProtect and that’s what we ended up going with. Their reps have always been very prompt and cordial when we submitted claims. The technicians come in and they tell me what the problem is and research it. They then tell me what my copay is going to be and when they’ll be back as soon as they got the part ordered if they don’t have it with them. Everything has always been very prompt. The quality of work has always been very good and I've always been very satisfied with them.

I wanted a home warranty and the realtor gave a couple of choices. HMS Home Warranty seemed like it might be pretty good and so I got them. I specifically like the particular repair person that has come out on the two different occasions. He came out when we had just purchased the home and we were in between houses. I was trying to rush back home to pack up the other house, and all of a sudden, I discovered a leak under the refrigerator. HMS said it would take about a day before they could get anybody out here and I couldn't leave an empty house with a leak under the refrigerator so I called him up and he said he'd try his best. He was out here within about two hours so I was able to hit the road and get back to my other house to start packing up.

My husband died and I was going to be on a more limited income. I saw an opportunity to protect myself against having to make huge purchases. TotalProtect was the first one that came to my attention and I've been with them since 2011. I've had several claims with them and they've always been satisfactory. The claims reps have always been courteous. I've only had one problem and I got my drainage and plumbing with another company. For the most part, my experience has been pleasant. TotalProtect has always been there when I called and sometimes things moved slowly but they always came through.

I have a lot of electronics so I felt I needed a warranty. And from what I heard, TotalProtect is really good so I got them. My daughter handles all the claims but I'm here when they come and they are really, really good. And the work that they’ve done for me has been great. Overall, they're great people to deal with and I've recommended TotalProtect to several people.

We had some problems with our air conditioning back in April. I called HMS Home Warranty and they gave me the name of an air conditioning place to call and set up an appointment. The technicians we had then were very knowledgeable and very good. We would certainly recommend HMS.

My first experience with HMS went great. My garage door opener broke. I called HMS, the Tech came out and fixed the problem. The second time I called was not so great. I needed my refrigerator to be fixed. I called HMS and they told me it was covered. The Tech came out and took my 100 dollar deposit and I have not heard back from him. I tried calling several times and left messages but he has not returned my calls. I continued to call HMS and they reassured me that it is in process and should be hearing from them soon. It has been 10 months and my refrigerator is still not fixed. It's a shame because after my first experience I thought I would be renewing this warranty for the rest of my life. Now I am looking elsewhere.

I use HMS Home Warranty all the time and I share it in almost every listing I get. I also write it into every buyer's contract. I am happy with them. I bought a house myself and I bought the home warranty. My sister bought a home warranty for her house too. We believe in what we're selling to other people. However, we had a heating contractor that did not respond for over four days and we had to make two calls. Finally, someone took care of it. I wish they had more local contractors that they could use because we have Maryland contractors that are coming to the Dover, Delaware area. I'd be happy to make some recommendations if they wanted to. Other than that, everybody has been pleased with the quality of work from HMS so far.

I like that TotalProtect covers spas and pools so I decided to go with them. When the pool pump went out, they were very responsive and I didn't have any problem with them cutting me a check for it. But I did have an issue with some plumbing underneath my house. I had a leak, we called somebody and they came out. They were going to fix the problem but all of a sudden TotalProtect would not pay for the technicians to crawl underneath the house and wanted a $125 crawl fee. So it would have been a $125 for the crawl fee, $125 deductible, which would have been a total of $250 out of my pocket before it was even fixed.

Our air conditioner went out so it wasn't cooling. Everybody was pretty responsive as far as HMS side. However, it took several days to get an HMS approved vendor to send a technician out here. He was a nice gentleman who did what HMS wanted him to do and wanted to get it up and running efficiently. When he claimed that it was several pounds low on Freon, I was disappointed that he didn't know analysis work to figure what was wrong. All he did was charge it by putting more Freon in. I would have been happier if they were to get somebody else on it to find out why it was leaking. But the unit is doing a good job up to this point and I'm satisfied with the service. I still have a warranty on the house until the end of October this year, so that's still five months away. It's hard to tell what's going to happen between now and then but I don't plan on renewing since it's too costly. All in all, my experience has been okay.

I've had TotalProtect for at least five years now and it's been alright so far. They raised the prices from $75 per case to $125 here in June. But other than that, they do a good job and they worked out.

TotalProtect was the first home warranty that was offered to me. I've had them for so long and everything's been handled right away, so far. Dealing with their claims reps have been fine but the last time I submitted a claim, it was automated. Then the technician they sent out was great and did a very professional job.

HMS Home Warranty was offered during the contract process when we bought the house a couple of months ago. When I filed a claim for my HVAC, I got in touch with them. I was able to get through and was placed on hold just for a brief moment. They answered my questions, told me to call a particular heating and air cooling provider, and got me the technician quickly. I had to pay the $100 deductible over the phone after which they came out, repaired it and let me know what was wrong with it. They were able to take care of it for me and I didn't have to be there. They were flexible so that was nice. The process lasted a couple of days and everything is working. I haven't had a problem with it since, so it was good. It was a great, simple, smooth and easy process.

HMS Home Warranty got offered when I bought my house in January and we got it. We have two or three years with the home warranty, so it's going to be a long time. Submitting the claim was easy since it's just online. It took a little while to figure out what we needed as far as claim number though. It was confusing at first because we never did it before. After that, all the people that were involved in doing the repairs got a hold of us almost immediately. The first tech they called was two hours later and then after they switched it over to somebody else, it was the next day. It went pretty quick and smooth.

My friend was using TotalProtect so I also got them. Their claims process has been wonderful and if there were some issues with getting someone and that company couldn’t come, they would take care it all for me. Their reps have all been very professional and they call back all the time to check and make sure that things were done. Their technician has been good too. He explained everything. So far, it’s been a superb performance. Anytime that I need them or any issue that I have, it’s always taken care of, to my satisfaction.

I never write reviews but our experience with HMS was abysmal. We had to have a furnace replaced - we still would have had to pay almost $1,000 out-of-pocket with HMS's service (despite everything saying it would be $100 deductible - of course there were hidden elements we had to pay for) and their provider was not only INCREDIBLY unprofessional, but they couldn't replace the furnace for almost 2 weeks (and it was below freezing where we live). We wound up paying to have a separate company do the work (2 days later), and HMS offered us only a $500 counter credit for an approx. $3,000 furnace.

I called the customer service because I couldn't access my online account. After an hour wait, the customer service representative transferred me to member services. After another 30 mins they asked me to call this number 18775509254. When I called it said "Thanks for calling Sears". I don't know if they are lazy or stupid. Every time I have called I had to wait at least an hour just to get transferred to another department. I don't even know if another department exists. Zero trust in customer service.

Consumers BEWARE of this Company !!! Extremely POOR service !! Now get this here is my experience with this Company !!

When I purchased the house, the real estate gave us a year with HMS Home Warranty and I've been getting them ever since. Submitting claims has been very good and usually when I have a problem, I call them up and somebody's out the next day to either do the repairs or evaluate what needs to be done. The most recent claim was for my washing machine and the technician was outstanding. They came out one day and said it needs a transmission and many others then they decided it was beyond repair and the cost would be too much. If they repaired some of the things, they would be right out again to repair something else on it. So, they replaced the washing machine with a comparable washing machine that GE installed. The GE team was very good and everything was done within a half hour. I'm quite satisfied.

I've had TotalProtect for a long time and we've been very satisfied with them. Their home warranty sounded like something good to have, so I called them, signed up, and we've been with them ever since. My interactions with the claims reps have always been excellent. They get right on in getting somebody out, following up, and taking care of the problem. The technicians were also great and the quality of the work that they've performed has been excellent.

I'm a real estate agent and I saw that HMS Home Warranty was a good product and wanted to take advantage of it. It’s been excellent submitting a claim with them and I get good responses back. Also, the people who have come out to work on the house did a wonderful job. The technician called me right away to explain that I'm on his list but he's busy, and then it took him about a week to get there. He's very nice and thorough, and I recommended him to my nephew who had a heating and air issue. The repair done has worked so far.

I purchased a home in 2012 and received from the sellers a home warranty from HMS. I sold the house I bought and I offered a warranty to the new owners as part of the selling agreement. I purchased a new warranty again on the home I own now. I've submitted three claims to them over the years and it was easy peasy and they followed right up. Locally contracted technicians came and they went through Home Depot here a couple of times. All have been good experiences. The last technician I saw was for my air conditioner. I had to recharge the Freon this summer and in that case, it would be good to have a warranty.

I heard about TotalProtect Home Warranty years ago and at that time there wasn't a lot of them around and it sounded like a good deal. I've been with them for a long time and it was easy submitting a claim to them. I was on the phone with them, they gave me a number, I called the people that were going to do the work and they scheduled within a week. The technicians were nice and their work quality was all good, so far. TotalProtect is great to work with and efficient.

We’ve always purchased new homes in the past and it's the first time we purchased a used one so we needed a little extra protection. HMS was suggested by the real estate agent and was part of the house purchase. When I submitted a claim, it went extremely well and everybody there was very nice and helpful. They explained that I wouldn't be charged for another call. Then the first technician who came to the house for our range top was horrible and very rude. My husband didn't want him back in the house so when we called back, we asked if we could get a different technician. The second guy was extremely nice, very helpful, and took care of everything. The work performed was done professionally and in a timely manner.

HVAC stopped working and ceiling dripping water in bedroom. My home has 3 systems. We called TotalProtect. It took 3 days to get someone out to repair. Repair company replace fan motor and added freon. Two days later we saw water dripping through ceiling for air handler. We called TotalProtect again and they got repair company out two days later. Repair company added freon and said he had to schedule leak test. Three days later they did leak test and determine air condenser coils were rusted out and needed replaced. They said they would notify TotalProtect. Got a call from TotalProtect and they said my warranty only covered one unit and we just had one fixed. I explained to them this is the same unit and it was not fixed. They said this serial number is a different number. I explained that they are looking at the serial numbers on the air handler and the outside unit and they are the same system. They said I'm wrong and there is nothing they can do. We had the repair company call them and also tell them it's the same unit. I called TotalProtect and asked to speak with a supervisor. They informed me that they can allow me to speak with supervisor. My issue started two weeks ago and still is not fixed. I would not recommended buy a warranty plan with this company. They don't honor their plan and no one will call you back.

TotalProtect Home Warranty has been really good for me. We've had nothing but good experiences. Their service is great. They've taken care of the problems I had with our refrigerator and stove. Their representatives and service people who came out were great. Submitting a claim is good and easy. The technician who fixed our air conditioning was very informative and very good. He informed us about the policy as well. He was very familiar with your company and other companies that he service for. He also told us that we should probably upgrade our policy because it would cover this and that and the normal policy we had wouldn't cover it. It was good.

We put in a claim on June 22nd of 2017 because our air conditioning stopped working. The first contractor they sent out said that the unit needs to be replaced and they denied it and then they spent two weeks trying to find replacement parts for our unit. That company contacted us and said that they are no longer going to take the claim. The second person came and said the exact same thing and told him that he would talk to Total protect and get back to us. Then a third person came out who was a part-time AC contractor and refused to do the work unless I paid them his $100 which we had already paid and I told them to take it up with a company and come to find out he tried to give me his real estate business card. Now the fourth the fourth contractor has been excellent but he's been having the same runaround with total protect. I'm I'm a contractor myself doing real estate projects and they tried to give me a ridiculous offer that wouldn't even nearly come close to covering the repair. In the beginning everybody was nicey-nice and oh so sweet. But now we're on day 33 we've had three post 90 degree days both my wife and I are senior citizens with minor health issues period twice I've nearly passed out from the Heat. This is absolutely the worst nightmare that I have ever been through in my entire life. We asked to be escalated to the Executive offices and they told us that they can't do that so my wife was able to leave a voicemail message on the CEOs and the Coo phone number at there corporate offices in Florida. To be fair we just left the messages yesterday. But the way things are been going I certainly doubt that the CEO is going to call and on that note one of the service rep says that that the CEO is way too busy to talk to us. If you would like I have hours of recordings of our conversations that I've had a loan not to mention I can also send you a copies of notes that my wife has taken of her conversations. This was recommended to me by my mortgage company Nationstar and I'm sorry that we took up their offer. I haven't had a good night sleep in over 30 days cuz it's been hot and humid here because of torrential rains and and high temperatures. Run the other way they just want your money.!!!

My realtor told me HMS Home Warranty was a good one to purchase, and it seemed like a smart thing to do so I got it. Submitting a claim is easy. The only thing is maneuvering the automated phone when I call. That can be a bit time-consuming when you're in a rush or trying to multitask. My interaction with the claims rep goes really well. They get my information, explain the process and say that I'll be contacted. Dan, the technician, was really good. The last time he came was for my HVAC. He was really sweet, nice and understanding even though he was busy because it's summer. I had a more urgent issue because my condo's HVAC went out. It’s 90 degrees and it was awful.

Citibank recommended TotalProtect Home Warranty so I thought I would stick with it. I submitted the claim and it worked. It was not difficult at all. The technician that came to our home were able to explain everything thoroughly and clean up. Everybody is very professional.

I was in need of a home warranty and I got HMS. The claims representatives were knowledgeable even when I wasn't necessarily clear in what I needed to have done. They were able to assist me. When I made a claim, they selected a company the first time. But if I have a similar one that I need to file, I can use the same company. There was a technician who was hitting on my daughter and I reported that. They didn't give me a follow-up but they said that they were going to address it. But overall, the quality of their work has been excellent. I typically recommend it to other people who are first-time homeowners. I tell them HMS is what I have and it's been a good experience. So, having something that I can link them to so they would have direct information would be great.

HMS Home warranty was recommended to us by real estate office by the time of purchase of the house as one of the best on the market. On the contrary, this is the most terrible home warranty company I have dealt with in the last 25 years. Last Saturday, July 22, 2017, during the thunderstorm and very heavy rain, our sump pump broke and started to pump water into the finished basement. We have contacted HMS immediately, explained them the severity of the situation. We had to run with buckets non-stop in order to get the rising water out of the basement. HMS gave us a number of just one plumbing company and assured us that they will contact the company and send someone to our house shortly.

My cousin got me on TotalProtect and the company has helped me out a lot. I pay $45 a month and if something breaks down, they come and make sure they fix it. If they can’t fix it, I give them the deductible for $125 and they put a new one in. They do a very good job and I give them props for that. When the water would come underneath my washer, I filed a claim with them and the claims rep was really nice and took time with me. Then two technicians came and they were also real nice. They told me what the problem was and fixed it up in the back. The washer leaked about a few times before and they told me to call them if I have any more problems. But since the repair, I've had none. I highly recommend TotalProtect Home Warranty.

Submitting a claim to TotalProtect was fine and smooth. It was only one time when I was on hold for three hours. The technicians that came were also fine. The only thing I have was on my AC. Every year since 2011, it messed up. The AC would freeze up every 4th of July and I couldn’t have anybody to come because it was a holiday. Other technicians would come out every year and patch it. But this year, someone came from Aaron AC, and he finally told me what was wrong. It was a leak. He ordered a part and just waiting for it, then he said he'd come back and fix it.

Had an issue with two AC units (one which was noted as a defect on my home inspection), paid them $100 and afterward learned they would not honor the warranty because the ACs had "known" issues. I made clear during the diagnostic and over the phone that one of the units should be covered because it came up clear in the inspection. They didn't care and said that I could submit my inspection for their review which takes 30 days. That's 30 days in 100 degree heat for them to waste more of my time and money. I'm going to call Member Services and try to cancel my warranty and try to get my money back.

TotalProtect is a good thing to have. Submitting a claim with them was quick and the claims representatives were courteous. Everybody answered all my questions. Also, the technicians that they sent were good. I got unemployed so I called to cancel because I can’t really be paying for it right now. But my experience with them was good.

I had my A/C serviced through TotalProtect and didn't have any problems submitting my claim. Their claims rep and technician were very efficient. But at first I was very disappointed because the person who was supposed to fix it told me that he was going to be there at one time and he never gave me a call to say he was running late. I had to keep calling him back because I needed to know if he was going to show up that day as I had to have and pay somebody to sit at my house for the repair. I also needed to know if he'll be able to fix my air conditioner that day because it was 90 degrees here in New Orleans. When the technicians say that they're going to be there within an hour and they're not there in an hour, they should call the customer and tell them that they won't be there in an hour.

This company is terrible and don't care about their customers or fulfilling simple obligations. I called customer service for a claim. After describing my system in detail to include a model and serial number, I was told to call their technician. The technician came to my home and told me that my system is not covered under the warranty. The technician did not diagnose or repair anything. HMS expects me to pay for this service call due to the lack of training and general incompetence of their customer service representatives. I would have been better off never having called HMS to begin with. I am out the cost for the visit and have absolutely nothing to show for it. After speaking to the "supervisor", Kristin, she refused to give me her name. I was told to pound sand. HMS is not interested in helping their customers, only themselves.

The reps at HMS are always kind and gentle whenever I need help. I just call them to submit a claim and everything gets taken care of. They'd guide me through it; they're never stressed out or frustrated with me. They take the time to explain everything and make sure that I have the correct claim number. And the technicians, I just love them to death. They call me when they're going to be here. One got here a little bit earlier and he reassured that it was okay to come early. Each one of them also explained what they did and how they did it. They give me the receipt on what they had done too. With the plumbing, I was given 60 days to see and call them back in case something else goes wrong.

So far, I've submitted one claim over the phone to HMS and it was for the air conditioning. It was pretty straightforward and it ended up working out really well. The person that I talked to was helpful and we got everything solved. I heard from the contractor the next day. Two guys came out and they were really helpful in telling me what the problem was and how they could solve it. They seemed to know what they're talking about. Everything was good. They fixed it on the spot and overall it was a smooth experience.

Before my husband died, he had purchased TotalProtect Home Warranty in preparation of him leaving me and making sure I was well taken care of. And I'm very, very pleased with TotalProtect. When I submitted a claim with them, they're very, very helpful and I am extremely satisfied with the claims representative. They answered my questions and corrected the errors that were made by another person who was new to the business. They took care of the problem in a timely manner. The experience with the technician was nearly perfect as well. He had been here a year or two in the past to service the unit. Because we were familiar with each other and I was familiar with his work, he came and did the final project. I am a happy customer, and in a heartbeat, I will recommend TotalProtect to anyone else.

I heard from HMS Home Warranty six years ago when I first bought my house. My realtor recommended them and I've been very satisfied when I submit claims to HMS. I recently filed a claim for our water heater. I noticed that there was water leaking under it. The person answered the phone very quickly and gave me the name of the plumber in my local area to call. The plumber came out to my house but it took him a little bit longer than I would have liked just coming here. But he is a one-man operation, and he said it was at the time that the temperature had soared, and a lot of air conditioning issues were happening, and so he was rather backed up.

We've always had a great experience with our claims, however, I needed to update credit card information for auto payment and it was nearly impossible. On 7/17/17, I tried to do this online but system would not recognize our email and would not let me open an account, stating to contact by phone, which I had tried to do! I spent a total of 154 minutes, on hold constantly hearing that my call would be answered in the order it was received. I spent 26, 8, 40, 26, 22, 32 and 19 minutes before every getting a person to talk to. I tried different options from the menu, file a claim, membership, billing. Finally, trying a different number (866 607-9674) than the one sent to me in a letter notifying of a number change (800 474-4047) on 1/20/16, I got a very nice person who apologize and said they would contact membership and then transfer my call. Never did she return to the line to tell me I was being transferred but I ended up in another qeue. At the end of 173 minutes of frustration and waste of my time, my credit card information was updated. As of today, I was able to set up an account where I should be able to edit my information in the future. The only call that stated there was an "high volume" of calls and wait time would be approximately 10 minutes was the last call to the 866 number.

I'll make a very long story as short as possible. I've had Total Protect home warranty for two years now and I haven't ever had to use it until a month ago. I live in AZ and the summers here get to 120 degrees. My A/C broke around June 9th. I called TP and placed a claim. It took two days for a service provider to come out and look at it. They found I needed a new unit. So then TP had to review my claim and decide to fix my 25 year old unit or replace it. After over a week of me calling more than once everyday and getting the run around every time I called and a different answer, I got my unit "fixed". I asked to speak to a supervisor and they said they would have to leave a message for one to call me back within 24-48 hours. Well nobody ever called me! While they took a week to review my claim it was 120 degrees. My kids and I had nowhere to go. I don't have the money for a hotel for a week. Nobody cared at all. I was told my claim was marked as "emergency" by one person and the next would tell me it wasn't and that they would mark it "emergency". I got a different answer every time I called. They act like they are so sorry for the inconvenience as they are sitting in an air conditioned office on a computer answering phone calls. I'm not even beginning to explain the headache it was. Then...3 weeks later my A/C broke AGAIN!! Because the first time they decided to change out parts instead of replacing my unit. They of course took the cheaper way out and now here we go again! I called them on July 9th and placed a claim. Today is the 18th and my A/C is still not fixed. I have pages and pages of all the phone calls I have placed. TP has lied to me over and over again. I have had to call 3 different service providers. I am currently working with Schmidt's AC Service in Mesa. I have left messages for them and nobody will call me back. They have hung up on me several times. TP has tried calling them and they won't answer them and have hung up on her. TP says they have no control over their service providers, which of course they do. They tell me the parts are in Florida, then they say it's in Phoenix on 7th street, then they tell me it's in transit from CA. They are telling me lies! Schmidt's could help out but they don't care either. I will never recommend either of these companies. DO NOT USE TOTAL PROTECT! This is the second time in two months and I have got the run around for 9 days now. No A/C in 120 degrees!! !

Worst Customer Service.I would not recommend this company to any one.When Signed up,elation I was told no cancellation fee. i called today to cancel the policy, the lady told me she will charge me $ 255.13 cancellation fee.And i had one claim, the contractor they sent ,he came twice to repair and he charged me double service fee. they

Home warranty came with the house the first time I bought it and it came with the second house I bought and I've continued it. I got HMS Home Warranty from my realtor and I've had them for years. Submitting a claim is easy and I usually do it over the phone. Everything was fine and the claims representative were there, answered questions and set me up with the company that came out and did the work. Also, my interactions with the techs were all fine and the works performed were excellent the first time around. All in all, it's a good experience.

My brother said that TotalProtect was a good and reliable company, and they are indeed. When we submitted a claim, the experience was easy. Their reps were very professional, very helpful, and were very concerned about the problem. The technicians who they sent were nice. They helped and explained the problem and what we had to do to solve it. Everything was professional. They replaced the air-conditioning unit when it went out and it's working fine now. I recommend TotalProtect to everybody at work.

The seller of the house I bought offered me HMS Home Warranty when the house was sold to me. It was part of a listing so I didn't have to ask for it but I wanted it because I just didn't want to have to deal with anything during my first year. I've been submitting claims online and it has been pretty easy. I even have the contractor call me directly to schedule, which was convenient. Additionally, the technicians that have come to my house have been pleasant, nice and helpful. I've had no issues. My air conditioner is now working and I'm pleased with that.

My a/c went out May 19, I contacted Total Protect Home warranty and as usual they sent me information on contacting a service provider, they came out and I was contacted by Total Protect that I had 2 choices regarding getting my ac fixed. Unfortunately by the time I was contacted I was going on vacation for 3 weeks. I returned home on June 14 and I called Total Protect I would pay for uncovered costs. That is when my troubles began. I called them every day for 3 days and was informed they were researching and would call me back. Not once did they ever return my call. I called the service provider and found out they were closed until July 9. I then called Total Protect and after being put on hold and given the same answer I stated requesting to speak to a Supervisor. I would wait home all day for a return call and never got a call. After my 4th call I got a call later in the day when I was not home from a Supervisor after I was told by a Customer Service Rep. that it would take 24/48 hours. I got an aplogy and was told I would be assigned to another Service Provider. That was June 24. They came out and did their own assessment so I was starting back over. After Total Protect did their research I was given 2 options again $800 more than the first provider since its hot I agreed and waited for a call. On July 6 I called Total Protect and they told me they were sending the parts to the Service Provider. I finally got an appointment for July 13. The Service Reps came out and said they received the wrong parts. It is hot and I called Total Protect again this morning and was told they are researching my claim, I am still waitng for a call and I am hot! This has now been going on for 6 weeks and no one seems tout care that I am without ac in the middle of the summer. I have been with Total Protect for more than 3 years. I do not understand why they think they are providing me with Customer Service and can't understand why I don't feel like answering their stupid question on whether they can help me with anything else. I just want my a/c fixed because I have paid my premiums on time every month for 2 years. I am feeling like a victim with no one willing to help me. I have done nothing wrong and I only want the service I was promised.

My wife is an insurance broker and she feels that most people are under-insured when it comes to their lives. She thought that for what we may get in return, having insurance is well worth the investment. Citibank informed us that TotalProtect was available with Citibank Mortgage. We got our warranty through our loan with them, and we've had it for many years. We refinanced recently and learned that the company we refinanced with did not have a working relationship with TotalProtect. I talked to TotalProtect's customer service and all they wanted was the new loan number and a new credit card number so that they could continue billing my wife on a regular monthly basis to keep the policy seamless.

Home warranty was a requirement for the condition of the sale of our house and HMS Home Warranty was the preferred vendor by my Realtor so I went with them. I've had it for two and a half years now and submitting a claim is simple and straightforward. It's super convenient to be able to log into their website and in just two or three clicks, I can submit my claim. And then, I get an immediate confirmation which tells me my claim has been received, who the supplier will be, and allows me to get their phone number and then call and schedule an appointment based on my claim number. I've used them for four times now and the first time was not long after I moved into the house and it was quick.

HMS Home Warranty came with the purchase of our condo and they have an easy claims process. I submitted a claim online and we had a plumber out that day to take care of our issue. Their technicians were friendly and their work was very good. Everything was easy, timely and efficient. There were no hassles so I'm happy.

With the copayment, it was cheaper to go with TotalProtect. I call them when I submit claims and sometimes they give the same company I had a bad experience with. I'd want another one but the TotalProtect reps would tell me they're the closest in my area. I know they have more than one company for the whole city of Houston, but sometimes I get the same one and sometimes they’ll send me somebody new. My last claim was for an air-conditioner. The technician was very good, but they have to come out every year because TotalProtect won’t give me a new unit. They keep patching this old one up, so every year, I have to call somebody else to service it before it’s down in the middle of summer.

I called the 1800 number of TotalProtect Home Warranty and explained my claim to the associate. They gave me a claim number and told me I will be contacted. They also gave me different options for a repair company that will come to my home so I was able to choose. The first time I took what they assigned to me but I wasn’t happy with that company so then I told them that I don’t want them in the future. So, they gave me an option for different repair companies in my area. And they advised that I will be contacted within 24 hours. Somebody called me from their subcontractor and set up the appointment. They came to my home and diagnosed the issue. Occasionally, they can make the repair right then and there. But usually, it entails ordering a part which also lengthens the process. Then they come back and they either fix it or they don’t.

HMS Home Warranty came with the house we bought. It has been 18 months and we have chosen to continue with their service. Our house had several issues in the past year and we utilized the heck out of them in the first year. In the beginning, when I am submitting claims, I talk to a representative but the last two claims I had have been automated. I prefer talking to someone because I always had a lot better service and if I had any questions they would get answered right away versus having to call back in or having to try and figure out how to get a hold of someone.

The sellers offered HMS Home Warranty when we bought our house. We've been using them since eleven of 2016 when we moved into our house. When I submitted a claim for the furnace and it was that cold winter, they handled everything quickly. A tech came promptly the next day, did his job and everything worked since then. It was a good experience.

I'm a real estate agent and I work for Weichert whose home protection plan was HMS. I used it as I wanted to have the experience of how it worked to be able to offer it to my clients. Submitting a claim has been a good process. At the beginning, I had technicians that only wanted to collect the $100. They just said that they're going to contact the company and didn't look like they were willing or prepared to work. I told HMS about it and they sent another company and made sure that we didn’t have to pay the $100, so I let the technicians know. Now every time someone comes, it's like they're getting better and better for me. The people that came to do my air conditioner the last time that I put in a claim was very professional.

I have TotalProtect as my home warranty for eight years. Submitting a claim over the phone was easy and they're courteous. I give them my information, tell them what it is that I need service on, and they take it. They find a merchant and it goes from there. My most recent claim was for my dryer and they assigned a company to come out and take a look at it. I had an issue with that company because they said something was wrong with my dryer which they didn't get covered under my warranty. I had to pay my deductible for that service call and still didn't get my item fixed. I'm not pleased with their service. I Googled and called a different company to fix my dryer, they came out and fixed it, and told me the issue was my timer.

HMS Home Warranty was a part of my closing back when I bought my house and it was for a year. I'm been with HMS for three months now and filing a claim has been simple, easy and straightforward. I filed a claim for the sum pump and the claims rep gave me some type of number that I had to give to the plumber that came out. They called HMS, verified what they needed to verify then did what they needed to do. The replaced the pump and they were gone within an hour. It was excellent.

TotalProtect's home warranty seemed very comprehensive and covers up to the first $5,000, which is a lot of things, that's why we decided to gave it a try and we've been extremely happy with it. They have been professional, reliable and timely. They would get back to me right away and when they say they're coming, they come. They're hardworking and are educated in their craft. I've heard of them through Champion our reverse mortgage company. Submitting a claim has been very easy, and I've done them over the phone. It's usually an automated system I deal with. It gives you a couple of things to choose from, like plumbing and electricity, and then they ask about the item, whether it's the toilet, the dishwasher or whatnot. Then they give me a phone number of a local service person to contact.

We had two claims submitted to HMS online. They told me what outlet was going to come and do the repair, and they called back and set up an appointment. The first claim that we had was a problem with the garage door opener and the tech from Muncie came out and thoroughly went through it. He found out what the problem was and fixed it. We also had a problem not so long ago with the air conditioner. We called up the company assigned, they called back and they came out within a couple of days. They came out on a Sunday, which was unbelievable, and they did an excellent job. They were able to pinpoint the problem right away and they took care of it. The AC has been working great ever since.

I'm an elderly and I've been divorced for 16 years now. I don't know how to do minor repairs and I felt that having a warranty would help me out. TotalProtect covers all appliances and plumbing so I went with them. I've had them for quite a few years now. Their claims process was generally automated and once in a while, I get to talk to a human but I've been taken care of. They replaced my dishwasher at one point and it's still working well after three years that I had it replaced. The other claims have been minor which they were able to repair. I called a month ago and their rep was really nice, very helpful and she was empathetic with me because there were three appliances that were not functioning properly and she understood my plight. So, they took care of the issue for me.

A home warranty was purchased for us by the seller of our home and Weichert Realty. The coverage is managed by HMS. We submitted a claim in June for a clogged sewer line that HMS said they would not cover due to the fact that the problems were caused by roots in the pipes outside of the home. I contacted them seven days ago due to a split air conditioning unit freezing over in our living room. The buildup of ice restricted the flow of air out of the unit. They referred me to an HVAC company over an hour away called TempRite. A technician from there arrived four days later. He reported that he was not qualified to fix our type of unit and reported that he would send a more experienced technician to the house to make the repairs.

The woman I bought my condominium from had a warranty from HMS and I've renewed it ever since then. It's been a pretty good experience. Every year so far, I've had to have something repaired, so it’s pretty much evened out and it hasn't cost me more. My most recent claim was for my air conditioner. I needed a new blower motor, and HMS replaced that. The people that they use for air conditioner and heating here have horrible reviews online, but I called them anyway and the contractor was the nicest, most thorough guy I've ever had. He was so knowledgeable and patient. He explained everything to me and he worked hard. He fixed it and he was really good. So far, I am getting ready to renew with HMS.

We bought a new home in April of 2016. It was a much bigger house and to me acquiring a home warranty was worth taking a $600-gamble just in case we needed it. HMS Home Warranty was the company given to us by our realtor. It’s the first time we’ve done a home warranty and I was a little bit nervous but I’ve had nothing but incredible experience with them. I usually submit my claim over the phone and the claims reps have been great. Also, the techs have all been good. We’ve had a plumber and a dishwasher guy come out a couple of times. And we’ve also had the air worked on four times. And about three weeks ago, I had a brand new air unit put in. I worked with the same people and everybody’s been well. I would recommend it to anybody who was thinking about it.

Total Protect sounded better coverage-wise than what we had and we’re on our second year with them. I submit claims over the phone and their claims rep were good, responded right away and gave me who I have to call to follow up with. They come out quarterly to check either heating, plumbing in the house, or different things and they’ve been very thorough and very good. We’ve been happy so far and very pleased. We get everything taken cared of when we call.

We were looking at selling the house and wanted a home warranty because things were starting to get older and I didn't want to have any problems. The coverage from TotalProtect Home Warranty included two air conditioners so we got them. The reps were very good but I wasn't too thrilled with the people that did the hot water heater. They were not responsive enough. They told me that it would take three days, but we've been without water for two days already. Then they also said it was gonna cost me another $600 or $700 to bring it up to code on top of the $900 that they were going to charge me for the water heater. So instead, I went out, got the water heater for $600 and installed it myself on the same day. I saved us both $300. And the good part was the reimbursement with TotalProtect was very prompt.

Our experience with HMS Home Warranty has been fantastic except for the last group that they sent out. We had a leak in our ceiling in our downstairs bathroom. We called HMS and they gave us a group that we have never heard of. Two men came and the first guy came in a truck that was not marked. And whenever we've had anybody come, they identify who they are and they take off their shoes. But he barreled into our house and didn't take his shoes off. He clearly had been working a long time and he was filthy. He verbally and physically pushed his way into the bathroom to find out what was wrong.

In using my Warranty, I submitted a claim on 22 June to have my AC repaired. Living in Florida with high temperatures, and humidity is challenging. It has been 3 weeks since my claim was submitted and my AC is still not fixed. The process is broke. I call the Warranty company everyday to get updated on my AC repair, and it seemed like I got every excuse as to why this claim was being held up. The vendor that I was given was not professional, in fact, he spent more time trying to convince me to purchase a new AC unit costing over $5000. In the mean time, I can't use the AC (According to the vendor). I thought having a Home Warranty would give me a peace of mind, instead, I'm frustrated with the Warranty company, it's vendor, the process and the amount of time it is taking to get my AC repaired. In spite of me being dissatisfied with my overall service, fIling the claim was easy and knowing that the AC is coverage under Warranty were two positives for me.

HMS Home Warranty came with our house and we’ve been with them since September. I submitted a claim over the phone and the interaction with the claims representative was fine and dandy. However, the one with the technician was not very meaningful but they got the job done, so that’s good. I still have to get my dishwasher fixed because every time they send somebody out, it’s not somebody that services that style of dishwasher. But the experience has been fine.

I've had TotalProtect home warranty for about nine years. The reps that I talked to were very good. I had no problems with the quality of work done but the techs try to get me to upgrade things and want to charge extra. I had a water heater done and they want to charge $50 to remove it and then wanted $50 for some permit. I'm not only paying a copayment but there are also other charges involved that they did not specify.

I've been with HMS for years. We stay with them for convenience. I don’t really have any trouble whenever I call them. Everybody has been very pleasant, polite and very helpful in making it seamless. The claims rep was very courteous, capable and knowledgeable. Submitting a claim is pretty easy. I've been able to call in and speak with someone to know what the problem is. They explain to me whether or not it actually falls under my plan. Thankfully, a couple of the claims have. They told me that they’d get out the whole change with deductible and the service provider that I would be getting on and how to contact that person. But that person will be contacting me first and makes sure that person got paid after their service.

Currently we are dealing with a broken refrigerator and broken AC in the dead of summer. I filed a claim almost 3 weeks ago now for both and still have a broken refrigerator and AC unit. Our refrigerator claim started with one service provider who noted that the issue required Kenmore specialists. He said that he would place a claim with HMS to have specialists take a look. The second service provider who came out were not specialists and instead were generic appliance service providers. Instead of noting the red flag there we trusted HMS and decided to go with the word of the second service provider. They told us the issue was not what the first provider stated, and that they could fix it with a replacement part. They said they would place a claim with HMS for the part.

We had a lot of older appliances and thought it was a good thing to have warranty. And so we got TotalProtect. We have submitted one claim for our heat pump. It's been really easy and they’ve been very helpful. There was one thing that we called in on our refrigerator, but it wasn’t covered. So, they explained why it wasn’t covered and directed us to the specific language in our booklet.

When we bought where we live now, HMS Home Warranty was introduced to us at the closing and we went with it. Last week, I called to submit a claim and told HMS we had a water heater problem. My interaction with the claims rep was very nice and I was given a number to call. I did and left a message. It was a weekend and when they didn't call back the next day, I called the warranty company again. They gave me another number and the people called the next morning and said we were not in their area, then we got a real person. It took from Saturday until Monday and the plumber got here about 9:00 Monday evening. He fixed our water heater and the end result was okay. We had another experience with HMS, but so far, it's been little things and my experience has been satisfactory.

HMS Home Warranty has a representative for different geographic regions and Katy is their area rep. So, if I run into a problem with one of my clients, I call her and she straightens it out. I am impressed that she answers her phone and takes care of things. If she moves to another warranty company, I would go with her there because of her quality of service. The last couple of technicians have been good but the ones before that were not. Also, the wait time is terrible when filing a claim. They try and wait you out so long that you fix it yourself and don't file it. But I'd recommend it to people as long as Katy's there.

This company has been nothing but a problem since we purchased our home. We have tried to submit 2 claims so far, one for the washer which broke, and another for a sump pump. They denied both claims, despite both the sump pump and washer being listed as covered items in our warranty. Not only have they denied the claims with no solid reasoning, it took them 1 month and weeks of being thrown back and forth to different reps and supervisors to deny our current claim for the sump pump, which is an essential part of the house. So far, all we have done is pay them money to do nothing and waste our time. I am highly dissatisfied and will never use this company again. I would not recommend this company at all. It would be advisable to simply save your money and pay for repairs on your own.

I read a brochure of TotalProtect Home Warranty and as far as the coverage, it was a very good opportunity to have them since equipment does break down after a period of time. Submitting a claim to TotalProtect is very easy. I do it online and navigating their website is also an easy process. Their reps were very good, too. Overall, I'm very happy with them.

Submitting a claim to HMS Home Warranty was easy. We do it online but typically we follow up with a phone call. Their claims representatives are courteous and they are able to answer all our questions. Furthermore, their technicians are very professional and responsive. The quality of their work is good and they clean up after themselves. However, because air conditioning is tricky, ended up having them come out multiple times within a short period for the same reason. Nevertheless, we've been satisfied with the service. And so, we will continue service with HMS in the future. The warranty was well worth the cost that we paid.

We got HMS when we bought the house and we renewed it every year because we got good value for our money and it was easy to work with them. Submitting a claim had been relatively easy. We called it in once and the HMS people were always easy to work with. I also did a claim online and the website was pretty easy to use. The two service providers were really great and efficient, but one wasn’t.

I used to have another company called American Home Shield and HMS Home Warranty is much better than them. I'm very happy with their customer service and that's probably what sets them apart from American Home Shield. My main point of interaction is the person on the phone. They are much friendlier, very cooperative and empathetic. I speak to a person as opposed to go through online or the automated system and I always have a very good experience.

It was my first time getting a home warranty and I wanted to see how much of a service it would be to me. So far, it's been great with TotalProtect. I only had one repair that they didn't cover. They covered part of it but I had to have something replaced other than that. The technicians that they send out have been great. It's my third year with TotalProtect and I've been very pleased with the company and their professionalism and timeliness.

On June 27th at 9AM we contacted the company due to no AC. They then sent out a tech on Friday AM who came to house and stated that the compressor was out. The service provider stated that he needed approval from TotalProtect. We contacted TotalProtect Friday PM and they were "researching" the part. They promised a call back. On Saturday at 2PM we reached back out to the company and they were still researching, but had not approved service. We also found out that they had chosen a service provider that was CLOSED from Saturday until Weds for the July 4 holiday. We live in Birmingham Al. Temperatures have been 90 with high humidity throughout the period. We have animals and kids. When we pointed this out to TP they said "if we start with a new provider you have to start over and pay for a new service call and it would take longer. They would call us back, ( second promised call ) On Monday AM, after hearing nothing from TP, we called back and asked status again. Once again told in research. I mean really? I went on line and found the part in the Trane DC in Memphis and that took all of 5 clicks of a mouse. again was promised a call back (3rd time) not a word. It is know July 5th. 6 Days in, TP had 2 full business days to find a compressor. Would that not be a core competency of a warranty business? And we start the whole thing again, supervisors, researchers, etc. at 4PM they tell me via call "we can order the part now, BUT, it will take 3-5 days to arrive. I asked for overnight service due to the horrible claim issue and they say "we will have to call you back" ( 4th time, fill in the blank here, no call back) OR we can offer you a credit to "do it yourself' I am just amazed that they never escalated this to emergency, it's not like I had a sink issue, in the summer in the south. I have NEVER in 35 years of business life seen anything this bad. I just called to cancel my service and they would not refund the $44.00 bucks for July as "I had used the service" UNBELIEVABLE. On to the BBB and I am doing everything in my power to get a phone number for the corporate office. Amazing they have that hidden like Ft. Knox. Guess I know why.

Our central AC Unit was making noises and was not getting cool. We turned the unit off and we sent a claim request on 6/23. We had an appointment on 6/28 from 9-12. The contractor called the Morning of 6/28 and cancelled. We called Total Protect and was assigned another contractor. This contractor came on 6/29 and did not find any problems but replaced the capacitor. On 7/3 the unit stopped working completely. We looked at the pipes that lead from the unit into our home (photo attached) and they were completely frozen. We turned the unit off again and called Total Protect; they stated that they didn't have an available contractor to come out and authorized us to get an estimate from another contractor. We found another contractor had the contractor come out on 7/4, paid a $69 diagnostic fee (on top of the $100 fee from Total Protect) and they provided an estimate totaling over $1,500.

We renew our contract with TotalProtect every year and we've been with them for about 11 years now. We've had good experience with them over the last few years. Every now and then we get a vendor that's not so good but we've always been able to call TotalProtect and tell them we don't like a particular vendor. The quality of the repairs that we are getting from the contractors has gotten better in the last year but I'm still trying to get in touch with Temp Control for our latest problem.

I wanted a home warranty when I purchased a house and this was automatically provided. To date, I still have the HMS Home Warranty and it won't expire until October. I always call in to submit a claim and it has been nice, easy and hassle-free. The reps were pretty friendly, courteous and sent individuals out to check what my concerns were. But there was one time when I was having trouble with my sewage. I told the girl that they didn't know what was going on with it and I had to know to be able to know what steps I needed to take and get my issue resolved. I was needing someone to come out, do a check and see why my toilet was backing up. I didn’t understand that I needed a plumber and they were telling me that they don't cover that. But nobody checked to say what was or wasn't covered.

When we bought our house, the real estate agent bought the HMS Home Warranty for the first year. This is our second year we've had the house. It was easy and convenient submitting a claim when the dishwasher went out. I called and explained the problem. HMS arranged for a technician to come. When he did, he diagnosed the problem, got the parts within a week and fixed it. He was very good, professional and did exactly what he said he was going to do. The dishwasher is working, so it’s good.

HMS Home Warranty came with our house. I've submitted one claim for my air conditioner and the experience was good. Their claims reps were very friendly. They gave me references of people to call. Also, their technicians were excellent. They helped me out and gave me ideas. They're really good people and they had everything done within two hours. I highly recommend HMS to anyone who buys a house but I wish more stuff was included.

We got the warranty with the house but they let us pick from a couple of options. Among the options we were given, HMS had the coverage we were looking for for the cost of the warranty, we ended up going with them. The claims process has been easy depending on who they were working with to send out. We've had a couple of repair people who've been really good to work with. There was one that never responded but they then sent somebody else eventually, after a month of us asking for them to send somebody when our furnace broke in the winter. So for the most part, it's gone smoothly. The repairs done have so far been good. They have been fixed and have stayed fixed. With the age of the home we were buying and the appliances, things were bound to be breaking down and they have. So it worked out for us and it saved us money.

My mortgage informed me that I could sign up for TotalProtect and I did because I thought it was a great idea. I've had them now for years. I got contacted by other companies, but I’m happy with them. Their claims process is generally easy. I recently used them for my air conditioning. The tech came and fixed the first problem he found and I paid my deductible.

We placed a claim for a washing machine. Called Electron as per HMS reps instructions and described exactly what was happening with the machine... very simple, it shakes during spin cycle. The rep came out and did nothing but of course collected the $100 deductible. He was here less than 5 minutes and then told HMS in his report that it was broken from abuse... really? How did he determine that? HMS replied that he is an expert. He opened the door of the machine, moved around the basket and said what I already told him on the phone, that it shakes during spin cycle. Could have saved me $100 and told me that on the phone. We do not overload our machine and have never abused it. I am requested a refund of the $100.

I called TotalProtect and told them what the situation was. Then they provided me with the vendor for the air conditioning unit but I was not happy with that particular vendor because I took a day off and they didn’t show up when they said they’re going to. As soon as I called in and complained, they immediately got me another vendor from a smaller company. The guy was great plus we got everything taken care of. He told me what he was going to check and do. He came back and told me what he was going to send as his recommendation but it took a while for TotalProtect Home Warranty to get back to him for with a yay or nay.

I have no problem submitting claims and getting them done. Also, the technicians I used to have in the beginning were very good and knowledgeable. But they keep changing the people that come to the house. The last guy came with a plumbing problem. It was a simple thing and he came back the second time to fix it again when something happened. I wonder sometimes if these people aren’t trained properly or they’re just getting into something new and trying it out. I've also offered some other work that I'd pay them cash to do. It’s not a major thing. I wanted the sink in the powder room changed over and the piping changed there. It’s a stand-up sink and I wanted a counter-type sink within the powder room. The guy said he'd get back to me but he never got back to me. Months went by and I kept on calling. I got somebody else to do it then.

The actual sellers of our house got HMS Home Warranty for us when we bought the house off of them. We usually file a claim over the phone and it's simple. We call and they ask a couple of questions about what's going on and then they assign it to somebody. For the most part, their claims reps were helpful and the technicians have all been nice and professional as well. It has been quick, easy and effective.

I thought I was getting a cheaper home warranty when I switched to TotalProtect but I wasn't. In the past, I haven't had any problems with them. But when I had a hole in my tub, they didn't cover it so I had to pay out of pocket on it.

We bought a house that had HMS Home Warranty and we renewed it because we liked their services. I had a terrible experience in submitting the claim, though. I have a lot of high-end appliances and the people in the Claims Department refused to contact the people that I have to have for my appliances. They always referred me to Sears or somebody that can't service me. Before I knew that, it was a big debacle, but now that I do, it's been difficult even getting them to call me. They still require me to Sears and then I have to go above their head and call somebody else in upper management to get them to take it to escalations.

So I filed a claim for my A/C not working almost 30 days ago. After many phone calls and emails, I received a call today saying that the original service provider wasn't being cooperative and I have to call a different one to come out and look at the system. I have no idea what is going on with this company, but it feels like I am getting the run-around. How long and how many people need to look at an A/C unit to realize it is not working? This is not the way a company should honor their service. Guess I'll see how much longer it will take while it keeps getting hotter and hotter outside.

This company provides horrible service. Shortly after moving into our house our hot water tank would not light since the pilot was out. We filed a claim and a plumber came out to fix the hot water tank. He was able to get the pilot to light. A few weeks later the pilot went out again so we called HMS and the plumber was sent back out. This time he recommended replacing the gas valve on the tank but he would need HMS to authorize the repair part. HMS did not authorize the repair since the plumber was able to get the pilot to light so technically the hot water tank is "working" but clearly how they define working and how anyone would define working are two different things.

On Sunday, June 25, 2017 we awoke early and realized we had lost our AC in the night. Our home warranty company, Total Protect, didn't get anyone out to our place to look at the AC unit until Tuesday, June 27th. The company they sent was ProServ Heating & Cooling. ProServ called our home warranty and advised them of what was broken. Total Protect decided to order a part to repair it instead of replacing the whole unit, which was suggested by ProServ. The part arrived on Thursday, June 29th and Total Protect contacted ProServ to notify them to pick up the part at the Goodman's Distribution center in Mesa, AZ. When we called ProServ to find out when they would come back to repair it they told us it would be Monday, July 3rd. I called the owner (Patrick) of ProServ and told him that 4-days was too long. The owner called back and apologized for not knowing of the delay and that he would send his Tech (Mario) to be at our home on Saturday, July 1st @ 5am. Unfortunately, Mario waited too long to pick up the equipment.......when Mario went to pick up the equipment on Friday, June 30th, @ 4:25pm, he found out that Total Protect sent the equipment to the Goodman's Distribution center in Tempe, AZ! So, Mario didn't have time to get to Tempe and the Tempe distribution center isn't open on Saturday, so we were told that nobody could help us until Monday, July 3rd. Now we have been told by ProServ that they won't be able to fix our unit until after 5pm on Monday evening, July 3rd. And they have also told us we can just go find somebody else if we don't like it.

Our HMS Home Warranty came with our house. We submitted a claim to them online. My interactions with their technicians have been fine and working with HMS has been easy. The quality of work is fine as well. I've been pleased and would highly recommend HMS.

TotalProtect's price was within budget so I chose them. One time there was a minor issue but they resolved it immediately. Overall, I had a good experience with TotalProtect and have been satisfied.

I've been a customer of TotalProtect Home Warranty (TPHW) company for over 5 years. As the years passed, I've received less and less customer satisfaction handling valid claims. On 06/12/17, I opened a claim for my broken A/C unit. The A/C service representative recommended new replacement parts (coil, etc.) to be installed.

I would like an investigation opened up on HMS home warranty company. I have been waiting three weeks to get my air conditioner fixed and no one at the aforementioned company has, in my judgement, made any real effort to address my claim. Sure, they have been more than willing to listen to my complaints about their failures to provide the service that I pay them on a monthly basis for but after speaking with the contractor they sent to complete my claim I feel as though this is a normal practice of theirs. By that I mean the following. Three, almost four weeks ago now I contacted HMS to file a claim because my air conditioner was not working. The first contractor they assigned to my case we never saw in the first week trying to get in contact with him to come and do a simple assessment of the issue.

Our HMS Home Warranty came as part of the deal on our house, it's paid for by the homeowner, and we're glad that we have it because it’s an older home. It had many issues and turns out that some of the plumbing are outdated plus there's a lot going on with an older home. We had already gotten a plumber for the first and the whole line had to come out but it leaked again because it was never addressed by the plumber that we acquired. We didn’t know we had the warranty and we go over a mountain of paperwork with our home and we realized after the fact. We’re up against a weekend, it’s already Friday and we got a leak. We just jumped on and got a plumber that was recommended to us but it didn’t work out. So we reached out to HMS and they picked somebody, they came out, did the work that they were supposed to do in a prescribed amount of time. It was a very seamless and painless process. Great all the way around.

My husband liked TotalProtect's pricing and started with them years ago. Everything's been really good with the claims process, and everybody who has come out has been on time and fixed the problem except the last time. My washer and dryer, range, soap dispenser, and dishwasher were messed up. Sears came out and fixed my washer and dryer. But both the gentlemen who they sent out to do my range and dishwasher gave me the run around. I could never get a hold of them. It was two months and it was horrible. I couldn't believe they could run a business like that. I'd call and they'd say, "We'll be right there." And then they'd say, "He ran out of gas." One time, they told me that they were at the front door. I went to the front door and told them, "No, he's not at the front door." And the rep said, "Oh, he's at the wrong house." But he'd been here for about five or six times before. It was a terrible experience. And I read the online reviews here in town and the people said they did the same thing.

When we purchased of our home, one of the stipulations was that the previous owners carry a contract for a year and we absolutely had to have the warranty with HMS Home before the end of that year would happen. We've renewed since then and we've been using them for almost three years now. My husband and I are both in our id to late 70s and having the warranty seemed to be the best things for us. We don't want the hassle of having to find somebody to take care of repairs with our homes and it gives us comfort to know that there's somebody on the other line that will listen, understand what we're talking about and take care of our needs very quickly. HMS have been awesome. They have been giving us fast and dependable service and we appreciate the way they handle business.

I've contacted TotalProtect for repairs on my plumbing, hot water tank and then my floor furnace and the service has been real well, especially when I call. Submitting a claim can be done online but I'd rather speak with a representative. I feel more secure that way and they are very helpful. So far every last one of the technicians they've sent was excellent, except for the one with the heater. Not many people in California work on full furnaces and the first person they sent out didn't work on them. That caused a delay but it was no big deal and before that, I haven't had any trouble at all with the repairs. So far everything has been excellent and that's why I'm sticking with them.

My central AC was 47 yrs. old and needed total replacement. At the same time, the pilot light on my gas water hater would no longer stay lit. TOTAL PROTECT provided a service contactor who could do both simultaneously. The service tech was completely professional, but there is a bigger story to tell: I had joined TP 15 yrs. ago through my mortgage co. Unbeknownst to me, I was on one of their lower plans with caps on repairs I didn't realize I had (fine print over 15 yrs. ago?). I drive a school bus for a living so I pretty much live paycheck to paycheck, and the cap on the central air was only $1,000 ! It would have had me so out-of-pocket I would not have been able to afford and would have had to skip the ac replacement and buy a couple of window units and get through the summers living in two rooms with the rest of the house closed off. Before I even had a chance to mention this, my service contractor (Trinity Mechanical in Baltimore, owner Steve Jansen), had already discussed it with someone he knew (Wayne, a person higher up in the authorizations dept.at TP). Wayne wanted "to make everything right" for me since I'd put over $6,000 into the plan for 15 yrs. (which I would have had available to me if I'd put it into an emergency fund), and waved the caps on both the ac replacement and the water heater repairs. Wayne even called me daily over the couple of days all the repairs took, to personally follow-up. During one of our conversations I learned that I had started out all those years ago (again, it had come to me through my then-mortgage company) with one of their cheapest plans, which is why they had the caps, but he and his co-workers in the dept. all felt helping me out was the right thing to do, and he also told me about better plans I could sign-up for when my renewal date comes up in Feb. 2018, which would not have the caps I encountered. Again, I never even knew who to call beyond the main customer service number -- the TP service provider they sent me used his contacts at Total Protect, and TP came through for me when technically they were not obligated to. Total Protect has proved to be completely HONORABLE in their dealings with me as a member. Thank You to Trinity Mechanical Service (Baltimore) AND Total Protect !

I've been with HMS Home Warranty for more than five years. My realtor recommended it. Submitting a claim over the phone has been very easy. People are so nice usually that it's easier for me to explain what I want or what happened. Also, the technicians were very nice and informed. In the years I've been with HMS, I only had one issue with them and that was fixed relatively soon. I'm comfortable with the quality of work.

had to remove frig to garage because of leaks they send out repairman to fix $100 later warranty company says cant fix because in garage in which they have fixed before 3X but are refunding my 100$ just a heads up on how this company operates WHY would you send out a repairman in first place if you would not fix they want your money but dont want to fix things right I have been a customer for over 3years watch out for this service I have cancel and will not do business again with these people contacting BBB

TotalProtect was part of the mortgage when we refinanced with Bank of America. The process for submitting a claim is fairly easy and it has gotten better. I used to do it over the phone and my interactions with the claims reps have been fine. Last time, I submitted a claim online for the air conditioner and the techs came out the next day. The techs have been good, as well as the quality of their work.

HMS Home Warranty was included in our home purchase. Submitting claims was very easy, there wasn’t a whole lot of hassle. I called them and they immediately looked it up and said that they would get a provider to come out. They would either email me or call me back. I've used it twice and on both times, they went ahead and just told me then that these would be the people that would contact me. The claims rep was very professional and courteous. They ask me for questions and I usually have my questions written down and they answer them as I go through when I call in.

I recently made a claim to HMS when my AC unit decided to stop working. At the very beginning of June I made my first call to HMS to make a claim. I was given the name and number of the company to contact to do the repair. I immediately contacted the vendor on what I believe was a Monday and was told by the vendor that he was very busy but could come out either that Wed or Thurs. On Wednesday evening I touched base with HMS and was told that that particular vendor could not service our unit and our case was reassigned to another vendor and was given an appointment for that Monday (roughly six days after initial claim was placed). I contacted that the vendor that night before appointment and was told that they do not typically service the area that we live in and that MAYBE they would be able to make a visit to our home later that week when they would be in the area.

My dryer would not restart after it was warm and made a loud hum when it ran. Total Protect sent a technetium out, and reported it was an intermittent problem & would not repair it. The dryer continued to get worse, getting to the point it would not start at all. After spending hours on the phone and getting a 2nd supervisor involved, they sent out another company that I was very happy with and put a new motor and some other parts that were worn. I should not have had all the trouble. I now have a water heater that has gone out, and am having issues getting it repaired. I will post the report when I get it resolved

I was disappointed that some of the issues we had with some of the appliances and things that didn’t work in this past year were not covered by HMS Home Warranty. The coverage was not totally clear to us when we got the warranty but I was satisfied with their response and their very strong follow-up when they called me several times after I placed the claim. Also, I never had any issues with their vendors. I've been with them since last year and our contract is expiring in two days. I received a letter in the mail advising me to renew, and it states that the cost for renewal is more expensive than what I paid last year. I pay in advance for $700 and now it’s $900. I’m certainly interested in renewing it, but I would like to renew for the same price that I paid last year. I was going to call them to know the reason for the increase but I have been away on business for two weeks, so I didn’t have time to contact them. Overall, it has been a positive experience.

I have been without my central air for two weeks, and I live in Raleigh NC where it is very hot and uncomfortable. After the service company determined what was wrong with my unit and gave the info to Total Protect it took another week to order the part............part still not here and I have been given the run around for the whole two weeks! When they say they will call you back they to not!! My unit is 15 years old and they have had several service calls over the last two years..........still they won't replace the unit, but they will repair when they get around to it!! Two weeks that is NOT customer service!

Servicemen came to my house and assessed that the compressor needs to be replaced. They reported this to the total protect company. Three working days later I receive a call from total protect that my claim has been approved and do I agree to go forward with the claim. I said yes I agree and was told at that time that the compressor will be ordered from Lennox company and the repaimen should receive it in two business days. 2 business days later I get a call saying my claim was denied and they want to talk about options on repairing my air conditioning unit. I told them about the call I got 2days prior and wanted to know why was the claim approved on Tuesday and then denied on Thursday. They told me an error had been made and the part was not ordered. They were going to expedite my order because the claim is approved. I call today, Friday, and no order was placed expedited or not. I asked to speak to a supervisor and was told none was available. This is worse than regular insurance companies. The worse service I have ever received on any type of claim or warranty.

HMS Home Warranty came with the home loan from our realtor when we bought our house. We've had the house for four years now and we submitted a claim this year for our side by side refrigerator/freezer that was frozen up. It happened on a Wednesday and HMS had somebody out on a Friday, which was quick. They did a great job on everything from the techs' availability and how quickly they got out here. So far, we've had no issues and I would highly recommend using them.

I bought this house a little over a year ago and the previous owner had HMS set up for the first year for me. So I just ended up renewing it. The last claim I submitted to HMS was for the garage door. I didn’t go into the greater detail before calling them because I was having problems and needed it to be working. I ended up having three separate repairs and it turned out none of them were covered. The door would go up but it needed the remote to go down. The wall control is working fine and the tech said that it was something inside the head that needed to be replaced and it was not covered. I also needed to replace my remotes because they were 18 years old but they were not covered either. He fixed the rollers on the side of the door because they were rusted and you can hear the noise when the door went up and down. But they were also not covered.

This company denied my claim and they will find a way to make not to pay for your claim. I called HMS regarding my booster pump and customer service rep said pressure regulating devices are covered. Before called plumber I did send photo of the issue as well. Plumber inspected the issue and he said (agreed) pump need to be replace and I had to pay him $100. I got a call from HMS and said it not covered due to it is not a pressure regulating device. We need 55 psi pressure to get water up to washer. When without booster pump we only have 40 psi. There is no base behind HMS rejection and only option they have option to deny any claim with something or anything. I paid $100 for nothing. This company is a scam.

I looked up on the internet through comparisons and reviews. Everybody had negatives but TotalProtect had the least and so I went with them. They were quick in the claim process which I didn't expect and were out here within two days. The technicians were good. I just didn't like the gap from the day they got called and they came out to the day that it got accomplished and I never knew if that's just workload 'cause it was a hot week. It took literally a whole week to get a little motor to replace which was a small thing. But other than that they were good. They talked to me about what it was and explained to me and they checked other things before they left. I was impressed with these kinds of services that I heard so many negative things about. Everything was great.

It will be three weeks on Friday, June 30th. As of today, no parts have been ordered so it will be 3-5 days for that to happen which puts me beyond next week due to the holiday. POOR POOR POOR POOR COMPANY AND I RECOMMEND THEM TO NO ONE!

HMS Home Warranty came with the purchase of a new house. Submitting a claim has been a good experience. I usually do it over the phone and I get through quickly. The only thing I did not like was sometimes the service provider would have a conflict with HMS Home Warranty on what they would cover or HMS Warranty would try to get them to use the cheaper option. I had an 80-gallon water heater and they said that they’d only cover 50-gallon water heater because that’s all my house needed. But on the warranty, it’s the 80-gallon water heater. The contractors that they had sent were bare-bones. They're licensed but the address was just somebody's house and not necessarily like a business. None of the source was brick and mortar. None of them has a website or anything like that. It could be anyone coming in to your home so the fact that HMS are using inferior service companies make it an issue.

I found TotalProtect online and they’ve been pretty good so far. I just renewed my home warranty with them. I call them to submit claims and it’s been an easy process. The reps who I’ve talked to were wonderful and very professional too. They gave me all the information I needed and they did follow-up. If there's a problem that they might not know about, they gave me a callback. I also had a good experience with the technicians who came out. TotalProtect sent out a guy to repair the dryer, but the tech didn’t repair it correctly and the dryer went out again. The next guy who came out said, “They didn’t fix it correctly, but we're going to take care of it the right way.”

I've been with HMS Home Warranty since March. When I needed to submit a claim, my agent told me to call. The lady who took the phone call was very friendly and helpful. She told me who I needed to contact, who was the service provider and what to expect. Overall, HMS got back with me quickly, had the issue resolved fast and the work was of great quality.

Subsequent to writing this review, I was contacted by Total Protect, and without going into a lot of detail, they were able to resolve this situation in a very satisfactory manner, which actually speaks quite well of them. So, I am changing my review to 4 stars, with a 1 star deduction for making the first go-around so distasteful.

I have been on a contract for 6 months with this company. My payment is deducted directly from my checking account every month on the 11th. For the month of June 2017, my payment of $47.95 was deducted as usual. I received an email on Tuesday, June 20th stating that my checking account and payment was rejected by my bank on June 19th. I contacted Total Protect's customer service line the same day and asked what the problem was, as my payment is showing as completed through my bank on June 13th. The girl said that it was rejected. I explained to her that I was looking at my bank statement as we spoke and it showed the deduction of $47.95. After being put on hold several times for her to contact the accounting department, she came back on the line and stated that what "actually happened" was I was issued a refund on June 19th for $47.95 and that when I receive that refund in 1-2 business days, call back and make my payment. WHAT?!? Why would I be issued a REFUND for a payment this company claimed they never received. I asked her WHY, and she said she couldn't answer that, I would have to speak to someone in accounting. Instead of transferring me to accounting, I was sent to a survey. So, I called my bank. The customer service rep at my bank said that not only did they issue the payment to Total Protect, Total Protect accepted the payment! My bank provided me with an ACH trace number to prove the payment. I called back to Total Direct and after being on hold 41 minutes asked to speak to a supervisor. The woman WOULD NOT put a supervisor on the phone. She looked at my account and told the THE SAME THING the previous woman said. I told her that I wanted to speak to a supervisor because the payment was made. She said a supervisor would call me back in 24-48 hours. No one did. And a "refund" was never issued to my bank. I received a second email today stating my warranty was going to be cancelled because the payment hasn't been made. YES IT HAS!! So, I called again. After spending 90 minutes, YES 90 MINUTES on hold (phone records to prove it), I was finally able to talk with Karen who told me she would schedule a supervisor to call me back. NO!! Get me someone NOW! Nope, I was told that the supervisor (Julia **) was in a meeting and would call me back. ARE YOU KIDDING ME!!!! Karen said no other supervisor was available. She also said it is documented that in my last phone call to customer service, someone would call me back after they spoke to accounting but I denied that option. That is a flat out lie. I have been waiting 6 days for someone to call me back. I am so angry right now at this rip off of a company who is taking my money and claiming they never received it. Considering I have the documentation from my bank statement AND the trace number from my bank that proves a payment was made, I feel that this company is stealing my money and wanting me to pay more. This will not happen. I left a voicemail message for Julia ** and if I do not receive a call back in the designated time frame, this warranty will be canceled and I will be contacting the local news channel to report their fraudulent business practices. 8 on Your Side in Tampa, FL. Look it up people at Total Protect. You will be hearing from them if I don't get this resolved.

When we purchased our home the seller had put a home warranty on the home. After living in the home 4 months the kitchen range went out and we contacted the warranty company. They sent out technicians who said the range could not be fixed and needed to be replaced. They kept sending out technicians to delay and stall. Each company said they didn't know why they were sent because the stove needed to be replaced. We were without a range from May 8th until June 25th. They never would contact us.

My experience when I submitted a claim was fine. The technician came out that afternoon and once they determined that the unit compressor was broken and replaceable, it was very rapid at that point. Their agent, George, called and told us that the claim had been approved and that they would have the repair company out the next day. He was cordial and professional. About 8:45 the next morning, the technician was out working on replacing the unit. He was on time. The contractor who got back from vacation brought his wife and his children to double check the work that's being done for us. Overall, the experience was fast and easy. HMS Home Warranty did what they said they would do when they said they would do it.

This practice might be ideal for those in Florida, where they are based (if you notice most of the 5-stars are from FL), but out of that state and especially one of the northern tier states this is the worst business practice. I can't believe I have paid this kind of money for years and they won't let the contractor purchase a water heater locally to recover the customer to normal living. I find it hard to believe they feel it is acceptable for a client to go without hot water for 5-7 days (do they realize you can't shower, wash clothes or dishes with no hot water?). DO NOT use Total Protect" Home warranty service. Better Business Bureau is getting this complaint. Also, the customer needs are second to a couple of hundreds of dollars they saved on a darn $450.00 water heater. Thank goodness it is not my forced air gas heater in the dead of winter in Montana. Bad business and bad business practice!! !

HMS Home Warranty came with our house when we bought it. The house was 15 years old and there is a potential for all kinds of issues with appliances which we have had. We've had good service from HMS. Their claims reps were always polite and gracious once you get somebody on the phone. They also do staff transfer. If they need to transfer you to a service provider, they put you on hold, call the service provider and make sure that person comes over to the phone before they handover. They're also very conscientious but sometimes we have to wait for a live person to answer the phone which I don’t like.

My mortgage company told me about TotalProtect and I trusted them. I was sent information about TotalProtect and it made a lot of sense. I've had several claims and every time has been wonderful. The submission was easy and the claims representatives have been very prompt and guided me to good companies that they work with as far as repairs. The technicians were very knowledgeable and they got in touch with the warranty company really quickly. They have been courteous, prompt and accessible on the whole.

Our first claim with HMS involved a hot water heater where the call was made on Wed. and it is Saturday and we have not been given a determination of the claim. The answer is that it is being reviewed. Being the first claim I feel like a delaying tactic is being used to avoid the claim where out of per frustration. It is obvious that the heater needs to be replaced.

We bought our current home almost 2 years ago. At first I did not want a home warranty, boy am I glad we kept it. In the last 1 year and 1/2 we have had our stove top quit, our entire central air unit go out and need to be replaced, our dishwasher board short out, our furnace break down, our garbage disposal go out. HMS took care of everything. This is my first experience with a home warranty company. Our other homes, we paid for things ourself. HMS has literally saved us almost $7000. I would strongly recommend this company. The last time I called in about the disposal, I kidded them that they were not making any money off me, for sure ha ha.

When I bought my house in December, HMS Home Warranty was included. We’re still in the initial contract and I’ve submitted claims with them. Everything was fine and pretty easy. I just called the number and described the problem. I submitted a couple of claims simultaneously so they opened up three different claims. One was the pipe, then refrigerator and the AC issue. And depending on which one it was, some of them had direct relationships with whether it was Sears while some they had to have somebody contact me from the company that they contracted with. But otherwise, it was a pretty smooth process. The reps seemed like they knew what they were doing. They were able to get through the whole three claims pretty quickly.

My Central Air stopped cooling my house. I called Total Protect they sent me an email with the service provider. I called the service provider they stated they did not service my area and could not understand why TotalProtect would give me their number. I called TotalProtect back theyverbally gave me a new service provider. I requested that TotalProtect send the new providers information in an email. They never did. The company came out they stated I needed a new condenser. TotalProtect called me with the amount that I'm required to pay which is $1165. They don't cover removal of my system and wire connections, I requested in writing the itemized list of what they are paying for and what's going to be done. They stated they don't send you anything in writing. I'm confused. Why am I required to pay anything out of pocket. TotalProtect stated if they can't fix it they replace it free. Who gives someone $1165 with out a written contract? I'm very disappointed

When you have to enter a claim with Total Protect, you must create a log listing the date, time, subject of the communication, decisions agreed upon and the agent to which you talked. Total Protect agents have a way of not logging communications in their system. Due to this, I have had to pay foe an extra deductible.

I liked TotalProtect and I’m offering it to all my friends. Submitting a claim is an easy process. However, one time, the technician I had for my washing machine was not so nice. He told me that it was not his problem and that it was a circuit. The most recent technician was excellent though.

My air conditioner went out on 6/16/17, I placed a call to TotalProtect and service tech came right out! I was advised on 6/16/17 by the tech to contact TotalProtect on Saturday for a status. I called Saturday and was advised they are waiting for authorization and to call back on Monday. So, I call Monday and spoke with several agents with no real answer. I asked several times to speak with a supervisor and was advised that supervisors don't take escalated calls , but they would call me back within 24hrs. I called Tuesday they are still waiting on authorization? Call on Wednesday and was advised that the part has been ordered and the service provider A&S air conditioner will receive it by 6/23/17, which would be a week later, and I live in Atlanta,GA. I called today 6/23/17 and no one knows where the part are?? And it going to be over 90degrees today!!!! I called A&S conditioner and was advised if they receive the part today they will repair it tomorrow Saturday, and if it comes tomorrow they will repair it Monday. I have a disabled mother who has suffer for over a week with no air!!!!!!. TotalProtect doesn't have to wait over a week for there monthly payment, but I have to wait over a week for a repair???? This is the WORST customer service I have ever experienced. And I'm still waiting for a return call from a supervisor, and I have to pay $575.00 for the repair whenever it's completed.......

We love HMS Home Warranty. We’ve had them ever since we’ve purchased our house about 20 years ago and they’ve always been good for us. It was an older home and it sat vacant for a year so we thought we should get a home warranty. We contacted HMS through the 800 number when submitting a claim. Then, they gave us a claim number and then they told us whom we can contact.

HMS Home Warranty is a joke. We purchased our home and got the warranty to have the peace of mind when things went wrong. Unfortunately we've had multiple issues already within 6 weeks of closing on the house. Their first issue is the poor quality of technicians that they force you to use. We've had a plumbing company come out to fix a pool pump who shut off a breaker underneath our house to our A/C unit. When the A/C went out, I checked the breaker at the main box (which was labeled Air Conditioning) thinking that was the problem. After filing a claim for the A/C (which was serviced by a company 1 hr away) I was told I have an electrical issue. They also thought the breaker in my basement was to the A/C unit. It wasn't until later while moving some boxes that I noticed the other junction box and was able to turn it on. Don't worry, we paid the $100 for nothing!

Over the last two years, we’ve used HMS Home Warranty three times. Submitting claims have been very smooth but the most recent one was a real hiccup. The first time we used them was for a water issue. It was later in the day when they finally got there. But we were able to get the water to stop before it did much damage. And the contractor was very pleasant. The second time was the water heater and they were quick, from the time of them being notified to the time that they were at the house and repaired the issue. The most recent one was the air conditioner. It was a three-day ordeal, but the problem wasn’t so much with HMS and was more with the company that was contacted in the beginning.

My neighbor has had TotalProtect for three years now and she loved them. I also got them and I've used them twice since. The first time was great. The person who came out to fix the first appliance was great and the communication between all three of us worked well. The second time, the microwave wasn't working. The appliance person came and said that the microwave works fine and he would not take it. The microwave doesn’t heat up anything, it's making a weird noise and smells like electrical burning. So, I called TotalProtect to complain.

They did the kitchen ceiling fan and they fixed the washer once before. So far my washer hasn’t given me any trouble and at first, I didn’t care for the white color of the ceiling fan but they have to pick the color so then it kind of grew on me. But, you know what? It looks good and everybody who comes in says, “Hey, I like your ceiling fan.”

I’ve submitted a claim with HMS and it was good. When I call their 1-800 or 1888 number, they respond quickly and take care of me right away. But getting somebody to the house to work is an issue. They will come out to your place whenever they're free. I had my AC unit broke down and it was too hot. And just to come visit and see what's going on, they take two to three days. Otherwise, everything was fine. The HMS rep was very nice so as the technician who came. He was good and knowledgeable too. My experience was perfect and I like to recommend their very good service.

Been with Total Protect for over 18 years. Worst service ever. Got claim Sunday night for air condtioner. Called Mon am to follow up. Called again 11:20 am to follow up. Woman on phone, couldnt hear or understand her. She said she tried calling service provider, but left a msg, not true, voice mail has neen full and not accepting any messages since Fri. she said she was going to reassign to another company who could come out on Thursday. I said no, leave with original company. Would wait for their scheduler. The SP called at 1:50 and got me appt for next day, Tues between 8-12. GREAT! I cancel my outside the home appts and sat in this house until 1:30 when I called SP. They told me Total Protect had cancelled my appt. Called Total Proect. Not only did they cancel my Tues appt, but cancelled the Thurs appt too. So no one was coming to fix my a/c. It's 105. Now all they can do is get me someone next week. UNACCEPTABLE. They reassigned to another SP. I got their number and left a msg about the screwup. They did call me back and because of Total Protect mishandling of my claim, she got me an appt on Friday. I really didn't appreciate the condescending attitude I received and the " I know how you feel" comment when trying to get across my frustration. And to top it all off, every person I spoke to put the blame on me that I cancelled my claim. (I WISH I COULD SWEAR). If I hadn't done my own work, nothing would have been accomplished.

10 days ago, my 1 year and 2 week year old fridge completely stopped cooling, both the fridge and the freezer. I contacted the manufacturer whose warranty expired after 1 year. I then turned to HMS who I've had a warranty with for 4 years. I explained the issue and they sent a technician out on Tuesday. The technician spoke very poor English and was difficult to communicate with. He was unable to fix the fridge and agreed come back the next day. He returned on Wednesday and again stated that he could not fix it and would recommend a replacement by HMS.

I wanted to save money in case my air conditioning, furnaces and appliances go into fritz, so I got a home warranty protection from TotalProtect. I've got a lot of houses and a lot of home warranties. But I like the efficiency and the care TotalProtect gives us. Their reps have been very kind and very efficient. We had one blip a couple of years ago with our microwave and it wasn’t TotalProtect’s fault. The contractor that was sent out was the one at fault so I called TotalProtect. They looked into it and they made it right.

When I submitted a claim to HMS, it was handled very professionally, courteously and timely. I gave the claims reps the information and told them what I wanted. And they told me to call the person that's coming out. When I called, I told the technician the problem that I had with the stove and he took care of it. He also told me that if he couldn't do it, he would have to refer me to an electrician which he did, and so I called the electrician in. Then the refrigerator kept making too much ice and I didn’t know how to stop it. He took care of that too and then I had to pay a $50 deductible. I also wrote a letter of recommendation and forwarded it to the electrician because he did a very good job and I wanted that to go in his file. They've been very nice and reliable and they came when I needed them. I would recommend HMS Home Warranty to somebody else.

I've had two claims with TotalProtect. I had the blower on our downstairs AC unit and then I had the hot water heater in March which wasn’t really a good experience. My hot water heater in a closet underneath the stairs was leaking. It already had ruined my flooring. I called TotalProtect on a Wednesday and the lady I talked to said they couldn't get anybody out until Monday. I said, “Well, ma'am, it's got to leave out of here. It's leaking all over everything.” And she said that if I touch it, they won't pay me. I told her to keep the money since I can't let the water get in my bedrooms, ruin my carpets and move all the stuff. My son took out the water heater and the plumbers came in and put in a new one in the garage. I was really upset with TotalProtect so I called them back and said that if they give me another runaround, I'll change companies.

My air conditioning unit has gone out so I looked for a home warranty. One of my coworkers recommended TotalProtect so I got them. I spoke to Karen when I submitted a claim and I had an excellent experience. Their technician came out and but had to come back to do some repair. The first time the young technician came out, I asked for an ID and he just showed me his license. He didn't have with him a TotalProtect contractor card or an invoice that states who I talked to. I asked him for an ID and he just showed his license. I still let him in the house but asked him that when he comes, to do so with an invoice when he comes back because that was what the representative told me. He came back when he said he was gonna come back and everything was fixed. The work performed is of excellent quality.

I got HMS Home Warranty with our new house. Submitting a claim was pretty straightforward. We had called to get somebody to come over and fix our dishwasher and within a few days they sent somebody, they serviced it, and that was it. Working with their rep was pretty straightforward. My issue was I didn't have the policy number yet. So it took us a while to get through the system in order to get everything to link together. But other than that, the rep was easy to work with and the quality of the repair was good. Overall, it was an easy experience and their response was quick.

I bought an older home and I knew there were probably issues that the owners are not gonna tell us. So the pre-existing condition from HMS Home Warranty was attractive for me because they will cover if something was wrong with the house before buying it and didn't know about it. So, it's totally worth it. Generally, I go online and submit a claim or I call in. Either way, it's really quick. Their claims representatives are friendly, courteous, able to answer my questions and takes care of the issue right away.

I went with TotalProtect as it could come right directly out of my bank account. We've been with them since 2012 and I've never had any problem in submitting a claim. Everything has been fine. We had one claim on a garbage disposal and one for a dishwasher. Then just this past three months, we had a claim for the air-conditioning. That was a three-trip thing but I only paid two deductibles because the third time was the same as the first time. After their service, the appliances have been as good as they were before. I’m glad we have TotalProtect.

I had a warranty through my mortgage company but then a few months back, they said I had to go on my own so I’m paying every month to TotalProtect since then. A few weeks ago, there was a problem with the air-conditioning so I called TotalProtect and we tried to get in touch with a company but no company was answering my call. I didn’t bother and it appears that there was no problem because the AC is running right now. It’s been a satisfactory experience so far.

I first encountered HMS a couple of years ago when we were selling a condominium. It was in the city and our selling agent made an HMS Home Warranty package available for whoever might buy our unit. At the same time, he was helping us find a place to live and negotiated that there would be a warranty associated with the house we were buying. In both of those homes, HMS came to our assistance on numerable occasions with everything from our water heaters to v-pumps, to fixing an old dish or old clothes dryer.

I had different home insurance that I canceled. I disagreed with their technique and they were going up almost $2000 for home protection since I live in California and they're based out of Tennessee. Also, the lady I talked from their office was very abrasive when I started asking questions about a different insurance so I looked for something better. I called other providers and TotalProtect offered the best protection and what I needed at that point. I asked for quotes and the TotalProtect rep was very helpful in pointing out different techniques and menus on how they serve their customers which was really great. She told me to think about it and call back if I had some questions, which I did. So, that was my link to have somebody say, “You don’t have to rush it. Think about it and call me back.” I talked to my husband and we got them. They gave me paperwork so I can read up on the service myself and that was enlightening to me.

When I bought my condo, I looked into getting a home warranty for financial support. If something breaks down, I may not have the money right then. But if the thing is under warranty, I can still get it done without having to pay a lot of money out of my pocket. Then the bloke that sold me the house told me HMS Home Warranty was good. Since I moved in, I've had one claim and submitting it was easy. There wasn't a lot of red tape or paperwork. It was a good experience. I just called then they sent someone out. The technicians were fine and very professional. Their work had excellent quality and there wasn't a problem with it at all. The entire experience has just been superb and wonderful. I’m an older a person and not computer savvy. With HMS, I could just call them on the phone and get what I need. Then they moved with expertise and with speed. And for a person like me, that's all I could ask for.

Everything’s fine with TotalProtect. I just read about them and thought they were good, and they were. Submitting a claim's as simple as it could be. I submitted one, somebody called me, they came out and fixed it, and then left. There were only two technicians who came out, but both of them were super.

I have never dealt with a company that had such appalling customer service. We filed a claim on June 6th to have our HVAC system fixed. Today is June 15th, we had a technician come out June 10th, and the evening of June 10th I called and let HMS Home Warranty know that our system was still not working. We have called and emailed everyday, asking for a supervisor to call us. We have never received a call, they just tell us that the request is in. Do not deal with this company.

We’ve had HMS Home Warranty when we bought the house. We’ve used them several times and we’ve always had a good experience so we decided to keep them. Submitting a claim was very easy. We called them and talked to someone or went to an automated system and it always works. We got someone out here quickly afterward. They would ask what the problem was and then they'd give us the name and phone number of the company that would be contacting us.

I've been in my house for some 30 odd years and felt that TotalProtect Home Warranty offered me a good protection on appliances and everything else in my house. I’ve had them for five years and I’ve used them a lot and it's been good. However, sometimes submitting a claim is a little slow. Right now, I have two compressors that need to be replaced and it took almost four visits from the contractor to finally diagnose the problem. Once it was diagnosed, took a little over a week to approve the claim. I still don't have the part installed yet because it wasn't shipped until past Wednesday of this week and the people installing it were busy and had no time to install it until the 26th of this month. But other than that, they have pretty much done everything that they were supposed to do.

I have been with TotalProtect Home Warranty for many years now. I’m a loyal customer. Wells Fargo sent me a notice back then about this program that will protect the appliances and everything in my house. I heard that the home warranty was a good idea and I said, “Well, let me try it and see how it works for me.” Wells Fargo deducts the fees right from my checking account.

I have been a loyal customer for years, they have helped me schedule service every year, especially for my AirConditioner Units..This time however when Thomas Heating and Air decided my contract unfulfillable because of pre-existing conditions, Total Protect did not back me up, they closed the file.Total Protect did not look back on the file and say, ummmm, well, the last 2 service people made no notes,they didn't say anything about "pre-existing conditions", plus Ms. ** is a "loyal"customer, no, none of that, they closed the file.....Now for 2 days ive waited for a supervisor to call me, oh between 24 and 48 hours,,what a travesty...I'm not happy, and its supposed to be close to 100 degrees this weekend.....HELLLPPPPMEEEEE...

I'm very satisfied with TotalProtect's service and the information they provide me. The claims process is easy but the arrangement for the technician to come out wasn't since I'm working. I got my drop-in oven service and the technician could hardly get it back in the insert. He was alone and it needed more than one person to get it back so I told him to leave it like that. There's a pipe back there that should've been moved. He asked if I wanted him to come back, but I'm working and it's hard to set up a time for him to come back. I also didn't think it was a big deal until I looked on the side of the stove, there's a big gap. I should have insisted that he put it back completely. Other than that, I have talked to other people about getting TotalProtect. I have been recommending them to friends.

A friend of mine told me about TotalProtect many years ago. At the time I started with them, I had just bought my home. But working for a home builder, I understand that it doesn’t last forever and your homeowner’s insurance doesn’t cover a lot of the things in your home. I figured it’d be best to reach out and get some sort of assistance down the line if anything were to break down.

My realtor purchased a one year warranty from HMS Home Warranty for me when I got my house. I've had seven calls over the past five years. For the most part, submitting a claim has been great and the claims process was simple. I do it online and if there's a problem, either the online form didn't take enough information or there was a piece of information to be clarified, I follow up with a phone call. They take care of it from there so I don't have to call back. They're good about getting it done quickly. I live in a rural area so sometimes it's hard to get a company that's within the service area because I'm between service areas. But overall, it has been good. Any time I have a problem, it gets fixed and all the technicians have been great. I didn't have to have somebody come back to redo work.

I've always been very pleased with the service. Submitting a claim with TotalProtect has gotten easier over the years. At first, everything was on the phone and they'd give us a choice of three providers. I would call each of them to see who could get here the fastest and they were a little slower. So, it was a whole different industry out there. Some were slower than others in responding and then I got the choice of calling back if I wasn’t satisfied with the choices.

TotalProtect was being offered by Texas Utilities as part of their program and I signed up with them because of the warranty. Submitting claims has been good for the most part and when I call in, the representatives handle it well. The technicians who have been out were usually very good. I’ve been happy with the way TotalProtect runs their business and I didn’t have a complaint up until now.

My aunt had TotalProtect and we stayed with them because when anything went wrong, we had no problem repairing stuff. Submitting a claim is an easy process once I get somebody on the line. My interaction with them has been excellent. But the only problem is when I get the recorded line. Also, the technicians have been knowledgeable and friendly. I like them all when they come to my house. Their work has been outstanding. They also always call back and check to see if everything has been completed to my satisfaction.

Things break and I've always believed that a little more insurance is better than not enough. I've looked periodically online for home warranty ratings and TotalProtect always got a real high customer satisfaction rating. Also, both their price and policy were good, so I signed up with them. I've had no problems in submitting a claim with them. We did one claim several years ago and then I had one about four months ago. Everyone was helpful, professional and they took care of the claim. On the other hand, I wasn't happy with my last experience with Sears and the actual technician.

They do not record detail, follow through on promises within the time frame they establish or take responsibility for their failures. Failure 1: Since the beginning of this service request, I have given my phone number twice as requested by the HMS representative. They have obviously not recorded the information because I am getting calls on my wife's work number. Failure 2: The HMS representative said they couldn't find a service provider immediately and told me my claim would be turned over to a different department and I would receive a call within 24-48 hours. I did not receive a call within 48 hours. This is 2 full days without AC in June in southeast Texas. Not good.

This time they sent draine refrigeration to fix my garage sensor but the guy didn't program both car remotes. After several attempts he finally came back out and knocked all the remotes off line. I had paid him $100.00. After two weeks of manually opening my garage, my insurance said Draine wanted an additional $90.00 to come back out. I wish I had never tried to get him to program the 2nd remote. Total protect won't do anything about it. I'm back to square one.

Things break down so we decided to get TotalProtect. There are other home warranty companies around but they're not as efficient as TotalProtect. I also had someone else told me that they had a bad experience with one of the companies. They never came back when they said they would. We had an issue with the refrigerator so we filed a claim with TotalProtect. The technicians came out, looked at everything and said they'd be back for the part, which they did the next day. They put in the new part and the refrigerator worked fine. Another part gave out a couple of days later and they came the next day and got it straight.

The first time I contacted HMS, my sump pump went out. The company HMS subcontracted to was very responsive and came to my home the very same day to assess the problem. When they told me the pump was burned out, they said they could replace it the next workday (Monday). I was very happy with this, as a sump pump is not a necessity except in a storm with torrential rain.

HMS was offered to us at the closing of one of our properties. We thought it was a good idea and we ended up getting other HMS warranties on our personal home and on another one. We had a claim for a hot water tank for our personal home and I liked the technicians who came. I was a little worried ‘cause they seemed young and might not know what they were doing but they did a nice job. They fixed the problem and I was happy with them. I would call them back if I needed them. It has been a very easy and efficient experience overall.

My son-in-law told me about TotalProtect Home Warranty and I liked their price and coverage. When I recently filed a claim, I simply went to the internet and filled out the information. Then immediately, I was given a contact for the vendor. The vendor made the appointment, came, and did the fix. They were very professional, effective, and knew what they were doing. But, I've had two repairs and I had to call them back off time. Other than that, the overall experience was better than I would have expected.

I bought the house from a realtor and they told me about HMS Home Warranty. When I submitted a claim, everything was well done. We’re really satisfied with them and their reps are really nice and friendly people. The technicians are good people, too, and they're on time and did a good job.

I've always been a skeptic of things like a home warranty. But then I got to looking at my current income status which is static. I’m a retired senior, so all we have is annuity and social security. Our house is getting along a few years, and it’d be better to be safe than sorry. I decided to take it out, and for once, I'm not sorry I did. Most of the time, submitting a claim is very good. The last couple of times, the servicer that they referred me to is too far from us and was always non-responsive. And it usually took three phone calls to find somebody much closer to me. But once they did, both two times that this happened, it was the same servicer and they were great.