Cinch Home Services Reviews

I've been with TotalProtect for a few years and the technicians they have been sending were fine.

We requested HMS Home Warranty when we purchased the home so we got set up with them. Submitting a claim to them has been satisfactory. When I called HMS for an AC claim, they chose the contractor and the contractor made the appointment. The contractor came out and checked out the issue, and they checked it one day and added more stuff that didn’t work. The next day we didn’t have any cooling and so they came out a couple of days later and with a different person. He took a look at it and said, “No. It’s definitely leaking.” And then submitted the report to HMS.

This is my 3rd claim in two years with HMS. The first time they came out for a repair of my heating system. Company they sent was great, fixed on the spot. Next repair was for my dishwasher. They came out right away, told me I needed a new part and almost a month later the part was approved and someone will be out to install it.

I had a good experience with claims dealing with Cross Country. I called in a few air condition, stove, microwave and a couple other things. They set up a file and they gave me a person who would come and fix it. Within a day or two, a technician was out to fix the problem and the service was good. I used Cross Country because service calls were 150 bucks a shot. I felt that was too much for the area. So, I went with a home warranty company. However, it was less way back because my first service call was $50, then it went up to $100 and I wasn’t too pleased about that. Eventually, I sold the home so I don’t have the plan anymore. Still, I enjoyed having Cross Country's warranty and I recommend it.

Submitting a claim with HMS Home Warranty has been great. It's been simple. I've only had two claims, and both of them have been really smooth. It usually takes a day for HMS to get a contractor out. The contractors were perfect! They were very cordial and I like the representatives. They worked really quickly and they were very informative. HMS is a good warranty program. I'd recommend it. It gives you peace of mind.

My claims submission with TotalProtect went very smooth. I did it electronically. They recognized my phone number and asked me what was wrong, and then they referred it to a contractor and gave me his number. I followed up with the contractor and it was seamless. It was a weekend so I called him and left him a message. He called me on Monday and set up an appointment. He came out the next day and told us we needed a whole new system and the good news was they were gonna pay for it. The bad news was it might take a couple of days for the air conditioning unit. We were without air conditioning for a couple of days but other than that it was great.

I've been with this company for a few years, and should have saved my money. On one of my calls on a broken appliance they refereed me to a vendor. I called the vendor and they claimed they could not work with Cross Country. I called CCHS back and they found another vendor who took care of the claim. Another time when I filed a claim about a broken toilet, they called a vendor that seemed a bit questionable, the business was not set up to take credit card payment, and appeared to be comprised entirely of an elderly technician who could barely make it up the stairs, and his sweet and helpful granddaughter. The old guy got it fixed, I wrote a check to pay the co-pay, but wondered just who CCHS contracts with. They don't seem to do research, and I worry if these people are actually licensed and bonded, as they enter my home. This appears to be the case with my last claim.

I have had my warranty with this company for over 15 years and service has steadily declined. I called on August 2, Sunday to report my AC was not working, I live in Savannah, GA where the heat index is 105 or higher. No one came out until Thursday to check it, when they did they said the entire system would have to be replaced. This company refused to do that so finally two weeks later the repair that they completed resulted in hot air blowing in my house on a 95 degree day. The repair person said that they would have to replace the air handler and sent in the request. Three weeks later my husband and I are still living out of our cars and in hotels when we can get an affordable rate. Today is September 6, 2018 and no one knows when my AC will be repaired. The parts have not been ordered or authorized. I've spent over $1500 in hotels and over $500 in boarding for my pet because he could not be left all day in a hot house. Buyer beware!

Go with another company! Unacceptable timeframe for "research" before a water heater replacement is approved, ordered, and available for pick up by the contractor. 8/26/18-9/6/18 waiting for a water heater. Contractor was great but don't bother calling TotalProtect customer service because they can't give you any information. Only the contractors are allowed to talk to the Research Dept.

My experience with TotalProtect was terrible. The air conditioner broke down. It's not fixed. The guy said the evaporator coil was bad. I requested a second guy out here but he didn't come. My research said it's not the evaporator coil inside the unit, it is the actual water evaporator pump on the side of the air conditioner that needs to be replaced. So, I have an air conditioner that didn't work for three months out of the year because they have not sent a second contractor out. I don't know why we couldn't get that. They should send me a second contractor out here to look at the system, and then I will be happy.

Having a home warranty is very useful and important. I’m a first time homeowner and I don’t know much about the home. If, I find out I got a problem here and I need help, I could use the warranty. The realtor ensured to put a warranty on the house before selling it to me and it was with HMS. So far, I have opened two claims with them. One was for my air conditioner and the guy who came out said that he couldn’t do anything because the water meter was bad in the house.

My 60-year-old AC system failed in April. It is beyond repair, but HMS just keeps assigning new service technicians to try to fix it, instead of replacing it as they promise they in their marketing. Useless.

I recently called HMS to inquire about replacing my AC unit. It is on the brink and we have been in a ridiculous heat wave this summer. I have a one year old child at home and can’t afford to let the house get insanely hot. One of my units stopped working and after examination it was determined a $4 part was the culprit. The capacitor went bad. All you simply have to do is unplug the old one, plug in the new one and not have to wait days in scorching heat for the AC to get fixed for a $4 part. Furthermore, it saves me the 50-100 deductible, HMS paying hundreds for a service company to come diagnose the problem, order the part, and then come back to replace the part. The rep immediately cut me off and told me the AC warranty is void because of unauthorized work.

We placed a claim in April 2018 for an issue with our stainless steel dishwasher. The service provider sent by HMS, tried repairing it with the parts sent by the manufacturer, however, they were not compatible. In May, 2018 the service provider informed us that the manufacturer indicated that the parts needed to repair the dishwasher were now non-existent. The service provider forwarded this information to HMS along with the all of the specs of our dishwasher, and HMS has supposedly been "researching" to replace this appliance now for nearly 4 MONTHS.

Totalprotect is borderline scam. I had bought this warranty 9 months back. Did not place a single claim till 10 days back. The claim was for a plumbing drain stoppage. The warranty company sent a local contractor in Dallas called as Right Call Solutions (also goes by R.L. Allen Plumbing). BBB has this company F rated. The contractor was only interested in finding a problem which was not covered under warranty and blamed the faucet. He wanted 275/- and said he will fix this on the spot. I told him that I have the warranty and this does not look like a faucet issue at all. He left saying he wants to discuss with his boss and will turn the service report in right away. I kept following with the contractor Thu evening, Friday all day. The service report was not sent. Then they said they do not work weekends. Monday afternoon the service report was sent with notes which were totally different than what the contractor had told me in person. In short, TotalProtect declined to cover. I got the work done by another licensed plumber who said it was a simple plumbing stoppage and nothing to do with the faucet. Also I never received one single call from TotalProtect. I used to get automated texts saying "Someone from their concierge service will contact me right away". Not even one single call. All calls for repairs are met with with automated system and takes a long time to get any customer service on the phone who are anyway not able to help except tell me this is in research and I need to wait for someone to call me. Their timelines are once you place a service repair call, they have 48 hours to identify a contractor. The contractor has 48 hours to show up. Then the contractor has 48 hours to write the service report and send to TotalProtect. Then TP has 48 hours to review and research this. Then They have 48 hours to reach back to the contractor. The contractor has 48 hours to then order the part and wait however long it takes for the part to come. Basically it is loooooong process even if you are fortunate to get coverage. 8 times out of 10 your repair will be denied for some flimsy reason. STAY AWAY FROM TOTALPROTECT. THey will take your premiums happily and give you a run around when it is time for even a small repair. I got my plumbing repair done for $189/- by my own licensed plumber after waiting for days. It was a 30 minute job to run the rooter through the drain. TP was dragging even for such a simple repair. I put the service call on Aug 22 and not even a single follow up call - nothing back from TP till today Sep 5th. I had called to cancel the warranty on Aug 31. They conveniently had no record of that cancellation call and billed be on Sep 2 for the coming month as well. Today when I called, they still hoped to keep me as customer and "promised" to "research". They tried to distance themselves from the contractor saying they do not have any control over the contractor !!!

The built in microwave that came with my home is 19 years old but in pretty good shape overall. I've only owned the home for just over a year. The problem is the touchpad is hanging off and you have to press it against the microwave for the unit to work. Once you've entered your time to warm items the touchpad goes back to hanging off the microwave. HMS would not repair or replace stating the touchpad is not covered. I called and pointed out the exact paragraph and page where my policy states this is covered. The part for that microwave is hard to find as it's almost 20 years old so it needs to be replaced. HMS says no way!! My air conditioner needs repair or replacement and I've been waiting for two days for someone to come out to assess what needs to happen. I've tried contacting the company HMS has assigned to service my air conditioner and I just keep getting a voicemail.

I was a paying customer for Total Protect home warranty for the last year and a half or so. Recently both my washer and dryer broke and they promptly sent a technician out to investigate. After the technician said the washer could not be repaired and will need follow-up from Total Protect for a replacement is when things really started go to south.

Last November we had a problem with our washing machine. Weeks at a time the machine did not function at all. It took 5 service calls and 4 months of complaining to resolve the issue. Our air conditioner stopped working 7 days ago. I called to get an updated status, and was told it will be another 24 to 36 hours before any decision is made about my claim. At this rate, we will be very lucky if anything gets done within the next 2 weeks. On a good day it is 85 degrees in our house.

HMS said they would replace my boiler and it was to be delivered August 14th. The date came and went and the boiler is nowhere to be found. I have not had hot water in a month and HMS won't tell me when I will actually receive the new boiler. I've called multiple times and every person I have spoken with (Ruth, Roberta, Taylor and Guillermo) has told me the same completely unhelpful thing: I have to wait until the tracking department or research department can figure out what happened to the boiler and that there's nothing they can do to figure out when progress might be made as those departments don't have phone numbers. I ask to speak with a supervisor and am told the supervisors are busy.

My experience has been pretty much along the lines of Austin from Cincinnati in support of my HVAC claim now going on close to a month with no resolution. Original contractor never showed up. HMS reassigned to another contractor who showed up, but provided no details other than, "system needed to be replaced". Received an email. Parts were delivered 8/22 and contacted the independent contractor to schedule the install. Contractor did show up for installation on the day scheduled. Called HMS and the customer service rep indicated the contractor would call. No call from the contractor and the contractor is not returning calls.

I've had TotalProtect for eight years and I've never had a problem submitting a claim. Every time I've called, they've come out. The only two issues I've had were the increase in the deductible without any notifications and they used to come out and do annual maintenance on my air conditioning unit but they stopped doing that without any notification. But they've been great, friendly and professional.

My realtor suggested HMS Home Warranty to me since I didn't know much about home warranty. With the claims that I have submitted to HMS over the phone, they always got the job done. My interactions with their reps have been very good. With my last incident, from the day I called HMS, the contractor was out within that week. The contractors were very friendly. First, they'd want to know problem and once I told them, the contractor would start doing his job. So far, the quality of work that I received from the contractors was very good. I would encourage others to try HMS Home Warranty.

I called for service on my A/C. Diagnostic Heating & Air came out. They diagnosed my system & determined I needed new system & took ductwork measurements. 2 days later I accepted out of pocket cost. 10 days later called for status & was told my claim was in research department for 2d time bcuz wrong part was ordered! Not sure how that happened since I needed new system??!!. 5 days later, I received "good news" email. My parts were sent to servicing company. 8/28/18 called to schedule appt for install but was told they didn't have parts but would call me by COB. Call never came! Called provider the following day only to be told they were really busy! I called again on 8/30/18 & was told they were coming on 8/31/18 but couldn't give me a time in case something went wrong while picking up parts. I called at 9 the morning of 8/31/18 & was given window of 12 & 11, they called at 10:30 to say they were pulling up to my home. Abdul came in took one look at my Set up & told me he was not a plumber & I had have water heater removed before he could install my AC & walked out. I was in total disbelief bcuz this was not mentioned when his tech on initial visit nor was this reported to Total protect, otherwise I would have requested a company that does both & pay the cost. When I complained to Total protect, the customer service agent was extremely rude as she chewed her gum or food during the call, she informed me that SHE couldn't fix my AC! There was a note from service provider that he thinks I was told about removal of water heater, which is a lie! I asked to have supervisor call me back but that NEVER happened. I called agaon, thinking I would get a more knowledgeable rep & I did, however, when I asked if I could company that does both plumbing & AC, I was told unfortunately my claim is aaaigned to Diagnostic Heating, they have the parts & they have been paid for job. I thought this can't be happening, you paid before the job is completed! I called back on 9/3/18 hoping to speak to supervisor but they weren't available. Again, I was told someone would call me back. On 9/4/18, I called again and the customer service rep was much nicer than previous reps & she really tried to reassign my claim but to no avail. I was truly disappointed that service providers are not held accountable, can tell lies on paying customers & still be in good standing with warranty company. It also amazes me that another HVAC company came to my home this evening & said the water heater doesn't have to be removed albeit a tight space it doesn't have to be removed. Truly disappointed in both Total Protect & Cross Country as their parent company. After paying monthly fee for over 2 years with only 1 claim, I'm terminating my contract with this company!

1) SAMSUNG fridge repair - Sears agent stated 3 parts to be ordered provided new repair date/ never heard from ANYONE again ... Total Protect states service request is completed, waiting for Sears, waiting for parts and that's when they're not hanging up on you.

Our air conditioner failed and we filed a claim, the service provider arrived and gave us the news and told us he needed to order a part. That was 4 days ago. We live in Southwest Florida and our home temperature has been averaging 85. I called the service provider to ask when the part would come in and he told me to contact Total Protect. Total Protect cannot be contacted unless you want to give them money. A check online reveals that the blower wheel is available locally. All I was able to find out is the service provider is waiting for parts. We intend to cancel and purchase another warranty policy from a company that is responsive to its customers.

I had this warranty for 10+ years and I've never experience issues until the ownership changed. Prior to that, I've had numerous service call with multiple appliance being covered. Four years ago my A/C was not operating properly. I placed a claim and Total Protect sent Fred's HVAC for the service call. Fred rescheduled a few time before actually showing up. Fred confirmed I needed to replace both of my units. Only one was covered under the warranty at that time. Because Total Protect valued my replacement unit at less than the actual cost, I was told to take the cash out. I was cashed out and used Fred's HVAC, Total Protects' contracted provider for the install. The installs were complete. One year later the ac unit upstairs was not working correctly. I placed a call to Total Protect. A service provider was sent to address the issue only to discover Fred's Havoc had installed the unit upside down. At that time Total Protect got in contact with Fred's Havoc and sent him back to correct the install. The correction was done, so I thought. One year later, I experienced the same issue, but this time, water was pouring through my walls. I called my handy man to investigate and he discovered the wrong pan was placed under my AC unit and it was flooding and running down my walls. I placed a call to Total Protect and they got in contact with Fred's Havoc and he came back and repaired/replaced the pan and the issue that was causing the air not to operate properly. Two weeks ago, my air went out on a Saturday. I asked my neighbor to check is since he's a certified HVAC service provider and to my surprise, the issue that Fred supposedly fixed three time was the issue. He explained to me that two holes had been cut into the unit for airflow, vertical and horizontal, which was true because the unit was initially installed upside down. When Fred, reinstalled the unit, he cut a new hole for airflow and did not take the time to properly seal either. I explained that I have a home warranty and his advice was to call because they should fix it. I placed a call to Total Protect and after being on the phone for an hour and a half. A service call was set up with my deductible being waived because I'm calling about the same issue over and over. The service provider got here last week and said the exact same thing my neighbor said regarding my unit. The new service provider went as far as to say that if his company did that, he would replace the entire unit. He placed a call to Total Protect to let them know what he'd found. He was informed at that time he was not authorized to make repairs because Total Protect did not pay for the install. It didn't matter that the provider who did the installation was a contracted provider from total protect. It didn't matter that Total protect has sent a service provider each time I've had issues with the unit. Now, it's solely my responsibility to call this incompetent provider and fight it out with him regarding the horrible work he continues to provide. I was very surprised that this was their stance considering the circumstances surrounding this claims issue. Needless to say, I am paying out of pocket to get my ac unit repaired and Total Protect and Fred's Havoc are going on with their day with business as usual. It was this claim and this claim alone that cause me to cancel my membership. I've never reviewed any of the provider that were sent to me by the warranty company because I felt they'd done their due diligence. After all of this, I decided to look at the reviews for Fred's Havoc and they are all the same, bad work, breaking things that were fine before got there. The worse thing about all of this is all of the customers doing the reviews were total protect customer and Fred was sent to all of them by Total Protect and to add insult to injury Total Protect denied all of those claims. I don't want to be a part of anything that treats its customers this way.

This place is a scam. Just like others I placed an AC repair call 8/16. After 25+ phone calls the customer rep just says this is in research.

HMS Home Warranty is a rip off, worst customer service EVER which has lead to the most frustrating move into my new home. My refrigerator and A/C were not working when we moved into our new home. With outside temperatures 90 degrees and above, the initial call was made immediately with assurances the problems would be diagnosed and then repaired. Now, a week later, I have made multiple calls trying to obtain the status of repairs. Availability of talking to a real person at HMS is almost impossible. Follow-up consisted of an automated text message, with no plan to get my A/C or refrigerator in working order. Approval of repair work is a nightmare, all done at the slowest pace possible, this company is so far removed from helping customers. “Assistance when I need it the most” is really “deception at its best”.

My air conditioner has broken multiple times in the last couple years, and each time HMS has sent a different service provider to repair. This time the technician offered an extra part that he said would prevent the issue from recurring. He said I had to pay for this part out of pocket because HMS wouldn't cover it. It still seemed worth it because each time the A/C broke it was causing thousands of dollars in water damage that HMS also doesn't cover, so I paid the technician and he said he ordered the part.

I call TotalProtect when I submit a claim. Their reps have been very nice. I've never had problems. The techs that come out have been awesome too. The quality of work performed has been very good as well.

Our most recent claim experience with HMS was good. We called them and put the claim in and they scheduled the service. Then the contractor came out one or two business days later and took care of the issue. They came out and asked what was wrong. I showed them and they told me what it could be. It was just a drain plug and the guy was nice enough to tell me how to do it and I did it myself. We had HMS Home Warranty for one year. It expired and we did not renew because of the cost and future planning of appliances. If any of the appliances went out, we would rather have it replaced with something entirely brand-new. So, we don’t need the house warranty on things like that.

Please see the following outline of service issues/customer service problems and overall poor quality of response related to my refrigerator repair. Tues 8/28: Called HMS to make a claim for leaking freezer into fridge. Transferred 4 times due to HMS staff inability to confirm act info and establish claim. Claim finally established and confirm #. Appt was told to me to be Friday btw 8-4 w/company Nexttech. Wed 8/29- left Voicemail w/ Nexttech to confirm appt. Thurs 8/30- left VM to confirm appt w/Nexttech. Friday 8/31- called HMS regarding no response from Nexttech. HMS states appt was changed to sat and increased cost would incur due to sat appt. Homeowner not made aware of appt change and unable to be home at this time. Supervisor was requested and HMS staff stated they would forward info to a supervisor.

We notified HMS just after Memorial Day that our refrigerator was failing. Three weeks later Sears arrived to tell us Sears doesn’t work on our brand. HMS sent another contractor the following day. Three days after the diagnostic visit I called them and was told they don't do work on our brand either-neither the contractor or HMS called to check on progress. It took another month before someone authorized us to find our own repair service which we did. The repair is scheduled for 5 Sep but HMS has not authorized the payment-they require three business days to approve the request... three months have passed...

The claims process appears simple. But the service levels from HMS and the contractors they select are laughable. Had a leaking garbage disposal that never got serviced after 2 months of me trying to get an appointment with the contractor. They send you a text message asking how the appointment went as well. How ridiculously annoying considering their tech never even made the first appointment. Ended up repairing the issue myself. My AC went out on Saturday and I understand it is a holiday weekend, but there are plenty of on call HVAC companies with strong reviews that could be made available.

My Father is a 93 year old World Way II veteran who spent his youth fighting for our freedom. He is a honest, hardworking, compassionate man who is respected by many.

Our HMS Home Warranty came with the mortgage. It was something that the seller was selling so we kept it on. Their claim process has been fine but the workers that they sent out have not done the best of work. The last event that I had them come out to service was a leaky faucet and my faucet is still leaking. So, I’m not exactly happy with the services rendered but the filing of the claim has been easy. I’ve made both the initial claim and the return service claim over the phone, and their reps have been very easy to deal with but not effective. They used the same contractor to come back and do the job again and it’s still not done. I'd tell others to get a better contractor to do the work. HMS Home Warranty need to do better with who they hire to come out to do the servicing.

We had something go wrong this year at the same time and I was getting ready for knee surgery. So, that was not a happy moment, but TotalProtect handled everything. I've gotten a dishwasher and my air conditioner work, so I'm happy. I typically have good experience with the technicians as well. The only problem I ever had was getting a plumber when I needed one because the plumbers that they had was in Linton, which is 35 miles away. And they told me I was outside their area. So, it took a while but it got handled.

Cross Country was the warranty provided by my mortgage company. Though the options are very limited, it's not difficult to navigate through their website. I've done everything online. Once I've put my work order in, they're fast to call me and let me know that the company that they sent the work order to would contact me. However, my plan is expensive and Cross Country doesn't tell me how I have a $150 for service. Back in the day, it was $50. Also, I never got anything in the mail saying they were increasing it. Still, the contractors that I have got were very professional and the quality of their work has been good. Cross Country makes me comfortable knowing that if something breaks down, I can call or do a work order online and that I have someone reliable who will come and fix whatever issues I have. I would recommend Cross Country to my friends. It would save them money.

I submitted many claims to HMS Home Warranty. I don’t like to make errors especially when I have to put a deposit for the deductible so I call in to submit a claim and their reps have been helpful every time. Usually as soon as I say something, they get on it right away and by the time I hang up the phone, I have an email. The contractors have been great too, very friendly. They explain everything before they do the work and by the time it’s over they just request their deductible and usually they leave a phone number and a business card so if I need something, I can always call back. I like the way HMS Home Warranty works. It’s been great and I recommend them every time. I always mention how important a home warranty is and how it has helped me.

TotalProtect's claim process was very easy and the rep I spoke with was fine. However, I did get from them redundant messages. Did they set a date? Are they coming? Were they on time? Were you satisfied? Nonetheless, my interaction with the technician was very good and the quality of work was excellent. So far, everything went really well.

Six months ago I submitted a claim for a washing machine, as of today there is no resolution to the washer that failed. I have been ripped off! The home warranty is for my rental house. My tenant is extremely upset as am I. They referred to Sears for repair, a few days after my claim Sears went to repair the washer and found parts no longer available. They owe me a new washer but no one will call to even discuss. I have called them many times and only get they are sorry and someone will call, never happens. I am out a year of premiums and the $125. I asked for a refund of premiums and co-pay if they do not want to supply a washer and I will take the money and handle it. I would to bring a law suit but can not afford it. I would NOT r commend Total Protect. We are cancelling both our rental house and home coverage over this but I am sure Total Protect could care less. Worst customer service I have ever experienced!!!

HMS Home Warranty is terrible. We’ve had this home a little bit older and in the year and a half that we've had it, we’ve had to go through HMS with our air conditioning, twice for our heater, once for our water heater, and it was a terrible experience. We've had two people assigned to us with their little process of finding somebody. With the first situation, HMS set the appointment and the guy never showed up. Then I called HMS and they referred it to somebody else and they told me to call that person to set the appointment. I called that person to set the appointment and they couldn’t come out for another month. I called HMS and said that was not happening.

TotalProtect has coverage for plumbing, electrical, heating, and air-conditioning, and they cover more for the price. You can submit the claim with them online or you can call the toll-free number. You tell them what the problem is and then they assign you a contractor, and then you just wait for them to show up. I prefer calling them in because I try to use the same company if they're still in TotalProtect's network. Sometimes, when doing it online, the system will just plug somebody up. The contractors that I've had so far have been excellent and all my interactions with them have been positive. They come in, then they usually diagnose the problem quickly, and they're done.

I had a claim for my air conditioner with TotalProtect and I submitted it online. However, I had some problems. A month before I also had a problem with the air conditioner and at first, the site didn't take the claim because they thought I was talking about the first claim. Then, they sent out the same technician and he was very efficient. He explained what he was doing, what he had to do and why, and what he found. It was a very good experience. One time, I forgot I had the service and I paid for a hot water heater, which I probably wouldn't have had to. Since that time, I’ve been making sure to call if I had anything. The plan has been adequate and I would tell others it's a good idea because it has been a good for me.

I placed a claim on my A/C and was told they would resolve the claim in 3-5 business days. I opened my claim on August 20th. 11 days later and we are still getting the run around from the company telling me my claim is in “research” so they can find the correct part for the repair. I have asked to be called back by a supervisor of some sort and was told I would receive a call in 24-48 hours. I have yet to receive a call 4 days later. Total Protect is a scam. Don’t waste your time or money with this warranty company. I failed to research them prior to signing up. Shame on me. Please learn from my experience (and countless others). Total Peotect cares absolutely nothing about their customers.

Since the beginning of July I have been calling almost daily the customer service to get my AC unit that has been leaking water into my basement but I am just being served false promises of call and update. With this heat wave going on and young children in the house they don't seem to care about their unkept promises. The last provider who came to diagnose the issue asked us to stop turning on the AC otherwise it is going to damage our structure. HMS doesn't bother to update their system and it seems like most of their CSR read unrelated scripts to customers. Now they're asking me to wait until after Labor Day for their Research. I am beyond very disappointed and shopping for another company now. Would not ever recommend HMS Home Warranty to anyone.

I am writing this because I am extremely dissatisfied with Total Protect's handling of my first and only claim I've ever made. Keep in mind that I have been paying monthly for a home warranty on not one, but THREE different houses. I will give you the brief overview of how unfairly my claim was handled, and spare the details of how negligent and inconsiderate Total Protect home warranty customer service has been throughout this process. I will be reporting everything to the Better Business Bureau, and the Raleigh Attorney General.

My wife wanted us to go with TotalProtect for our home warranty. We've had this warranty for 10 years now and it has been been good to have and stress-free. We usually submitted claims with them by phone since that was more convenient for us. Our most recent claim with them was for our AC unit. The contractor that came by was professional and got the job done within a day.

The interactions I've had with the Cross Country reps were great and the reps were fantastic. They handled my situation well, although it took almost a year to get my refrigerator repaired. I had one company that had been coming out here and the tech told me the part that we needed. He told Cross Country and they ordered the part. The part went directly to him, but I never saw him anymore. He never came out to put the part in my refrigerator. Not only that, he never even called and he did not answer the call. He was horrible. He was horrible. I complained about that because Cross Country had paid him for that part, but he used the part on somebody else.

We have done two claims with HMS, for the air conditioning and for the plumbing. When I called in, the representatives were good and very helpful. They sent me the claim number and contacted our people for me. The contractors were very helpful too. They explained very thoroughly then they did their job and got things working. The contractors did a very good job. I liked it. Overall, I’ve been satisfied with HMS Home Warranty. They do a good job. You pay for the warranty and they take care for you.

We have now been 13 days with no AC in hot, humid Tennessee in August. 2 of my kids have asthma and the hot, humid air is awful for that, not to mention the mold that is probably growing in our carpets (which feel damp to the touch). We spent 2 nights in a hotel, but can't afford to do that, let alone spend 13 days in one. I was told a week ago our claim for repairs was approved, and that parts were ordered.

I recently purchased a home in March which included a HMS Home Warranty. I called 8/29 reporting my air conditioner was not functioning and received a next day response 8/30 and an appointment for 9am the following day 8/31. I will update my status as it progresses.

Called tonight to have a situation resolved. Spoke with Ron who would not provide me with his last name, his employee number, or his supervisor's name. When I nicely asked for them after repeatedly asking to speak to his supervisor. I have been in Customer Service for over 25 years and as a supervisor I have never refused to take a call. They saw that my warranty was getting ready to expire so they didn't want to handle the claim. NEVER use this company if you want anything done. Worthless.

I had Residential MD in the past that was purchased by Cross Country Home Services and I renewed my contract with Cross Country when it switched over. I've been paying around $46 a month. It was terrible trying to get to talk to anybody, then trying to get the problem resolved. When I call them, I get a computer. It is very difficult to get to anybody alive. We were without air conditioning for almost three and a half weeks before we finally got it done this past Saturday. I must have called them at least 15 times and I had to call the provider to find out what was going on. The material was shipped to the wrong area. It was shipped to Maryland instead of North Carolina and it was really a terrible situation.

Tradespeople take the deductible then either don't turn up or come and then promise to finish the job. Never happens. Apart from E and S plumbers. Ed was an angel. The rest are below contempt. Just give this up, it isn't a service. And threatening behaviour from your tradesperson? Today? I had to threaten secret service to get him away.

My Air Conditioning unit went out last Friday and it is now Tuesday Evening. After being told it had to do with wiring, I had one of their electrical contractors come to my house who lied on his report and failed to return calls after I addressed the questions that he gave me to answer about my neighbor’s units, then another who showed up without a ladder (didn’t realize he needed it) and said that he was going to get the ladder and never returned nor did he return the calls. This is after about 20 calls in 3 days to HMS where I was told something different every time, and even HMS cancelling two service calls with another contractor without notifying me in advance due to notes that the previous contractor stated (which were false statements and excuses to get out of doing the work because he felt that he would not be compensated which he stated to me publicly).

Total protect , should change the name to no protect! Ive been without Central Air all summer. And it figures this has been a very hot and humid summer. I put a claim in on June 6th and im still waiting. They finally came a week and half ago , but the idiots ordered the wrong compressor for my heat pump. I missed a day of work to be here for service guy. They wont give me any kind of discount for all of the suffering, instead of course like any insurance, some stuff not covered! So i have to pay and additional $250 plus $100 deductible! They have been putting band aids on it for the last four years. Idiots step over a dollar to pick up a dime. Replace the damn thing already!!! Hope to have another band aid on before winter. They dont even deserve one star!!! SOB’s need to make it right, some kind of discount! But they dont want to hear it. I wouldn’t recommend them to my worst enemy!! One HOTT customer...

Our water heater went out on Friday, Aug 10. We bought our townhouse last year, the seller was required to purchase a 1 year home warranty for us. My husband called HMS, was told that they could get a plumber out for an assessment on Monday. Fine, the plumber came on Monday, Aug 13, he said he would notify HMS that a new water heater was needed. My husband called HMS again on Friday, Aug 17, after not hearing anything from them or the plumber, was told they were waiting for the heater to come into the warehouse. My husband calls HMS on Tuesday, Aug 21, they are still waiting but the water heater has been ordered, we should be hearing from the plumber they set us up with for installation details.

I've been happy with Total Protect up until now. They opted to replace my refrigerator, which was great. Until the model recommended was white. My appliances are black. The same exact refrigerator, same exact price, but black could not be considered because claims could review again. Was quoted section 3, etc. about a model of there choice. However you take a claim credit, for a fridge of your choice under section 8, It's no longer covered under the warranty. I don't understand if It's the same exact fridge, same price, why could I not get the color my choice. Not to mention the customer service did not present any wow factor to maintain a better business relationship. SMH!

I filed a claim after my AC unit stopped working. The first guy they gave me to call never answered his phone or voicemails. Finally, after waiting on hold forever they assigned me to a new repair company. That company initially cancelled the first appointment because they were "too busy" and rescheduled for the next day. Meanwhile, I had now been a week with no AC and a 15 month only baby in the house. When they finally came out to look at the AC the tech didn't give me any paperwork concerning the findings, but simply said they would send it to HMS to review.

Placed a water heater claim on August 18, 2018. Vendor arrived on August 20, 2018. Vendor wrote his report as an emergency on the evening of the 20th. I called on the 21st, Tuesday morning for emergency authorization and was told to call back claim was still in research. I called back on the 21st, Tuesday afternoon and was told the parts needed to be ordered and there would be an extra charge. I would have to wait for another department to contact me via email. I called back on the 23rd, Thursday…still not email and was told I would receive a call back in an hour. No email No call back! Well guess what?? The water heater burst and 50 gallons of water ran into my living area. What an absolutely nightmare. Received email from Total Protect on the 24th, Friday. The vendor stated his next available appoint was not until the 28th, Tuesday. I asked Total Protect if I could get another vendor that could arrive sooner and was told that would delay the process even more. With no other recourse I ordered a new water heater and had it installed on the 24th, Friday. Total Protect refuses to pay for the water heater and installation I HAD to complete. Do I dare mention the home insurance claim I had to file.

Had a shower valve leak, took them 7 days to advise me they have don't have a plumber in contract/network. I had to find my own plumber. Had them come out and repair the issue, still waiting for reimbursement. Repair was done on 7/27 and we called the Authorization dept. prior to the plumber making the repair. I have sent in the invoice twice keep getting form email response that itemized breakdown of part and labor are needed. The invoice clearly states parts and labor and cost which was told to the Authorization dept prior to repair.

If you're reading this because you already have this joke of a product here is all the knowledge I can pass to help you. 1. Call on your commutes both to and from work to get them to speed the process up. 2. Speak only to case managers if you can help it, the customer service drones have no power to do anything other than say wait the 5 business days. 3. Call the authorization number 1-800-331-7421. This number is the one the techs call to get things approved, they are the ones who also have the power to approve your claims.

Our water hearter broke and we submitted a claim 11 days ago. A contractor was sent and we were informed that the unit needs to be replaced. Total protect hasn’t yet purchased the unit form their supplier. We called numerous times and they still have NOT purchased it. We asked about a timeframe on when this issue will be resolved; they have none. For all we know it will take another couple weeks, or even more. We are paying for insurance specifically so that we can be shielded when these things happen. We’ve beeen customers for many years now and this is the first time we are actually making a claim. Extremely disappointing customer experience. They do not seem to care about the customer. At all.

HMS Home Warranty is one of those companies that enjoys taking your monthly fee but provides nothing in return when it comes to customer service and assistance! I have been calling and e-mailing in for the last SIX weeks to have my washing machine replaced. Yes REPLACED! First they were telling me that the vendor was waiting on parts to repair, even though I had explained to them that the vendor already came and attempted to repair, however the vendor stated the machine needs replaced and is not repairable. After I got a hold of the vendor to obtain physical proof that they have done their part and have informed HMS that the unit needs replaced HMS has finally agreed to that.

I called to have my water heater looked at. No hot water. They gave me a number and told me to call and make the appointment. The number given was a company that does not provide service on the weekends. They also had no supervisors to help. They all go home at 4:30. I have been a customer for over 10 years and and have only used them a couple of time for minor issues. I should have saved all the money I paid monthly because when I need assistance they are unable to to do anything. Not a satisfied customer.

When I first got the house, the last owners had HMS. I had a couple of claims then, and all of them was paid pretty much on time with no problem. I paid my deductible and they made good on everything else. When I submit a claim, I normally call the office and they recommend a repair person. Then they give me the number. Sometimes, they set up the appointment, but I can also set up the appointment and it’s pretty smooth. The techs that they have sent out has been pretty courteous and can give me some pointers on things that are covered, what’s not covered, and things that I need to be aware of.

After Angela and I were married, we had American Home Shield for years but she canceled it because she couldn’t afford it. I was looking on the internet at home warranties and picked TotalProtect Home Warranty. It seemed to be the best, most reputable, and the largest. We’ve had it for six years now. Angela's air conditioner went out three times within a 30-day period and it was three different times. We’ve had to call in several times and it took forever to talk to a person at TotalProtect. I do not like dealing with recordings and doing it online. I get so frustrated. Finally, I hit a 0 to get to talk to somebody, but the reps don’t speak good English and it gets all over me. Nonetheless, they have always been nice. The way it used to work was different and I liked it the old way.

If I could leave less than 1 star I would. I have been without a working dryer since May (it is August). No luck calling for some customer service, because you will be passed off, put on hold, and hung up on. I have had 3 technicians (two of which never bothered to show up as scheduled, and of those two once technician came into my home and had the audacity to call ANOTHER tech to ask what he should do? SMH) come out to my home—only to tell me that the dryer was irreparable. Knowing this, I was told by a “customer service” “supervisor” that I would have my dryer replaced and that she was “updating the system” as we spoke and someone would be contacting me ASAP. Surprise, that call NEVER came. Still playing ring around the rosy with the black hole of a customer service department. This warranty service is a joke, and so are is their idea of customer care and respect.

I’ve been fighting to get this dishwasher fixed or replaced. The repairman says he couldn’t find the part but the repair company would not give Cross Country Home Services the information they need to decide whether they’re going to replace the dishwasher or what. We’ve sold the house and will go to closing on the 31st so we gotta get this resolved. We've been with Cross Country Home for eight years and I've never had any problems until this. Also, whenever I call Cross Country and the recorded thing says I have an open repair on something that was repaired over a year ago, that bothers me. So I have to keep telling them they need to shut that down because it’s been repaired. Other than that, everything’s been good. I've recommended them to quite a few people.

In June my AC went out. I called & had to go without AC for 9 days. A company came out and said he fixed it but it might be the compressor. I paid the $100 copay. It was NOT fixed and then it was the compressor. Waiting 5 days to find a part for this unit. The AC company never returned any of my phone call. I went on Facebook & was contacted by HMS & was given a choice of taking $795 to put towards a new unit or fix the compressor on my old one. I choose to take the money & put towards a new unit as mine was old & not efficient anymore. I was told they would mail out a check to me. This took place June 19, 2018. In July I called to see where the check was. I was told it had been mailed out & must have got lost so they would have to mail me out another check but would have to cancel the one they mailed out. This took place the end of July.

I set up appointments for my claims with HMS Home Warranty online and it's been fine. The technicians they've sent have been fine as well. Overall I'd recommend it.

HMS has truly gone downhill in my experience. I was "ok" with them for the past four years - I lived with the tiny unknown contractors, slow approvals for repairs that were needed in a hurry, terrible call center and phone system. In the last year they seem to have changed their mode of operation and have really gone downhill--and yes that includes after partnering with Sears. I have been waiting 20 days for a dryer repair. Sears was scheduled three times -- the third time, I was stood up completely. The two guys that did come out were junior and impatient to leave so I could never replicate the problem. Another contractor stood me up.

I have had Total Protect for 14 years and for the most part had been satisfied - once they were taken over by HomeSure I was not as satisfied. The deductible went from 75 to 125 and the monthly from 45 to 79.38. That is one issue - Next I had a service call in for my dryer. The motor pulley needed to be replaced. The Sears Service Tech did not understand the entire situation of the home warranty as it was - He charged me the $125; $50 for the motor pulley; and $25 for labor. Total Protect did not refund me the difference saying the MOTOR PULLEY WAS NOT covered. While in the email they sent telling me this it clearly states motors and pulleys are covered. I cancelled my contract today - going with another plan.

We got the HMS warranty when we bought the house and when we had AC problems, their reps and technician have been pleasant. But getting them to respond and fix the freezer in my refrigerator has been an extremely poor experience. I’ve been waiting for it to get repaired since November. Whenever I inquire about it, the reps would say sorry and that they'd pass it along. But I don't want to hear sorry. It should get done and because of this side of my experience, it'd be hard to recommend them to others.

Cross Country sent me something in the mail about their warranty and I tried them out. Their customer service was very nice. I call them when I submit a claim and they are able to get someone out as soon as possible. It's been a pleasure and I enjoy their service. I'm working with them and they're working with me.

When I submit my claims to TotalProtect, they went pretty smoothly but it was a little rocky at first. Their reps took so long and they were taking it through too many channels to get what you needed. One time, I waited for two hours and I had water everywhere. I was so afraid that it was gonna damage the floor and mess up my ceiling downstairs. Since then, it has gotten a lot better. The last couple of times I’ve called, I’ve been able to get through. But now, the customer service seems to be a lot better and I don’t have to wait as long, so I’m glad about that.

My HMS product brochure comforts me by saying, unequivocally, that my "plumbing system" is covered. I called about a kitchen faucet leak. Not mentioning that faucets aren't covered, HMS sends a tech and charges a $100 deductible. A week later (after I hadn't heard anything and had to call them to follow-up), they tell me the claim was denied. They refer me to the fine print. Sure enough, faucets are excluded. (But remember where it said my "plumbing system" is covered?) Deception is the name of the game with these guys.

I have been trying to get my AC Unit repaired by Total Protect since July 6th and on August 20th they finally completed the job. But the experience with both Total Protect and Contractor was not pleasant. During this process they (Total Protect if best call me to inform be of what was going on only twice; as well as contractor. They continue to blame each other, when I call Total Protect they would say its on contractor, so then I would contact contractor and he would say he could not contact them. The problem I have is that now since I had contractor finally to fix my unit on the 20th, I was then told I had to pay $675, which no one during any of the conversation with Total Protect even mention, so they are now since I have called and ask why no one told me about these expense. My complain is that at no time during this process it seemed that Total Protect cared about the customer, they did not care that my child had to live in Den instead of her room. They have never tried to correct the bad experience, by offering to help ease payment to contractor that they never ever communicated to me until I called and questions why I was told. I at this point don't think I could refer anybody to a company that doesn't care about their customer or their family. But had to give a one star, because I could not mark as zero. AGAIN THE WORSE CUSTOMER SERVICE I have even experience hile in the military and currently.

First call was made on June 15th. Our A/C unit was not working. August 20th A/C unit installed. That is Over 9 weeks with no air in 90-100 degree weather. Customer service agents were nice on every phone call. With 2-4 calls per week it seems their system is not easy to navigate. I would get a different answer and opinion each call. And 9 weeks later they still don’t have my name correct in system and no one can figure it out. Emails, messages and work orders still under the seller of the house we bought. Third provider was A+. Yes it took 3 providers to get the job done. Very stressful. And to the person who will respond to this - don’t waste your time trying to save face. I’m still waiting on a call from a “manager”.

We are happy with HMS Home Warranty. It came when we bought one of the houses some time ago and we renewed it since we get good service. Whenever we submit a claim, my husband calls it in and the technicians have been very good. However, we had a problem with one of their vendors. That aside, HMS is very easy to use and we would renew again.

I moved into my house in 2005. Now, I'm retired. I spent many years working in the insurance industry for insurance companies. Some insurance companies include a home warranty coverage option. When you buy their regular homeowner's insurance policy, you can also buy the home warranty coverage, so that gave me the idea that I should look into it when I bought my place here. Furthermore, realizing that we had central air and a gas furnace made me realize that I better make sure that I could prepare for some unexpected expenses and I better take advantage of this home warranty. One person mentioned to me about TotalProtect and something hit me to say I better check into it.

I decided to go with Cross Country based on the price of what they would charge for service. I had customer service but they ain’t worth anything. The only time I had a claim out of the four years that I’ve been with them was when my air conditioner went out. The techs came out but they left their own part and they would insist about giving me some air, and I didn’t like that. The service took months and months, so I just bought my own air conditioner. I am very dissatisfied.

We have been with this company for 3 years now and have never had a problem with them until this year. We are now going on 9 weeks with no AC on our first level and basement and every time we call we get put on hold for 10 plus minutes, have to have someone look through the entire file (which has now been reassigned 11 times) and the AC company who is coming out to fix it has yet to hear from them or get the parts they need. We have a 1 year old and two dogs and our house has been 80 plus degrees all summer. They offered us to find our own provider and a set fee but when we found them and they submitted their assessment of what’s wrong HMS did not agree. We’ve paid for that service all out of pocket right now, and had to get a 3rd company out to “reassess” for home warranty. We are extremely upset and can’t get anyone to do anything at the home warranty company. 9 weeks now and we have nothing done.

I liked the coverage of HMS and I renewed the contract. Almost a year, before I took over the program, I had a microwave go out. When I reported it, everything was taken care of fairly quickly so I was satisfied with that. However, there was a gap between me knowing the decision; One week went by and I decided to call the sub-contractor.

Years ago, we had a home warranty on the home that we bought. Then my husband decided to get a warranty from Cross Country Home Services. I've had to talk to the reps on several occasions and most of the time they’ve been very nice. We’ve had a couple of times, though, when we tried to find out what was going on with something and they weren’t very helpful, but that’s true of any company and you’re gonna have some good times and some bad. Submitting a claim with Cross Country has worked out pretty well. But there have been times when they didn't have any contractor available and instead of letting me know that, they just put me on hold until I called them back and asked what the problem was, and then they told me what company to call. Nevertheless, we would recommend Cross Country. We’re part of a group on Facebook and a lot of the different warranty companies are out there, and people talk about their experiences.

Somebody had told me that when his air conditioner went out, he got a brand new air conditioner with TotalProtect. I didn’t believe it. When we got TotalProtect and the AC went out, they did replace our unit with a brand new one. We also have had claims for the water heater, the roof and the lights. A technician was also sent out for our refrigerator about two months ago. The issue was an 89-cent part and he fixed the refrigerator. Trust me. The warranty helps.

I filed a claim in May for an central A/C issue. Technician that came out said it was an electrical problem that he could not fix. They gave me a service provider that did not return calls. I had to call and get a new service provider number. I called them and the new service provider was 1.5 hours away. I called HMS and they said they have to put in a request to their dispatch department. After several more calls to them HMS said they could not find an electrician and authorized me to find one. HMS said the technician had to call them before any work was done.

Called fridge in for repair June 8, couldnt get a tech here until July 28th, so made several calls and they moved it up to July 13th. Sooo after many calls and being charged for repairs it still isnt fixed, it's now 8/19. I have spent hours over the phone, they dont keep track of your needed repair, this company should be sued for taking people money. I believe I paid over $800 for this warranty, all its been is a big headache and throwing good money at bad money, and still no fridge. Lucky I have a deep freeze and a 2nd fridge in recreation room, I have had HSA & American Home Shield in the past with no complaints, but this company is a complete joke, save your money... time... and headache, this HMS Home Warranty isnt worth the paper it's printed on.

When we bought our home, HMS Home Warranty was included for one year and we’ve had them for five years now. I usually file my claims by phone and their reps are nice and responsive. I've had some really good contractors and a couple that I wouldn't want back. I have expressed that to HMS in the past and told them not to send them to my house and they’ve said okay to that. Then I had a little difficulty when our air conditioner went out. It needed to be replaced totally but HMS would only do repairs, which still worked fine. However, the company that came out and worked on it really thought that it needed to be fully replaced because for what the investment was to repair it and with just a little bit more, they could've put a whole new unit in. That has been a little disappointing but, overall, HMS is good and they have been beneficial for us whenever we've had a problem.

I call TotalProtect for claims and speak directly to a person, which is good. They've sent out good technicians too. The last claim that I had was for a water heater and they sent out an excellent technician who handled it without any problem. However, I wasn’t happy with the people that they’ve sent out for my heat and air conditioner. It took me about four months to get that issue resolved. I had to buy electric heaters as it was in the winter and our heat was out. I never could’ve gotten my heat fixed, then I finally spoke with a very good guy from TotalProtect about sending me a whole new person for it. He resolved the issue.

My AC went out and it's in the humid 90s here in Maryland. i called total protect and placed a claim, they did come out to my house in 2 days. However, it's been 11 days since they came out and my claim is still in 'research phase'. 11 days to research whether the part they need can be ordered. I've called several times and each time they state all the file says is that it's in research phase. No other comments. One lady told me she would 'red flag' my claim. I called back the next day and the person on the phone told me there is no such thing as 'red flag' and nothing was placed on my claim regarding it. I've been told they will look into my claim further and call me back, no returned phone calls. I've explained its over 90 degrees in my house and the humidity is starting to make my floors and carpet wet. My kids and are are miserable. Nobody seems to care. You cannot tell me that in 11 days you cannot determine if the part can be found or not. I have the dehumidifier running and changing it every few hours because it fills with water because it's so humid inside. I pay over $50 a month and have been a customer for over 10 years, I would think they would treat their customers a little better.

I have been with Cross Country Home Services for 14 years and Cross Country has gotten much better in the last three years. Their customer service people are much more responsive and they seem to be more timely in their response. I am pleased and I have recommended them. I had an issue with a dishwasher and the contractors had to come twice. They said it was a timer, ordered a timer, came back in a week, put that in, but it didn’t solve the problem, so I had to call them back and they came back out a week later. They couldn’t get to me right away and determined that it was the motor in the pump. They had to put in a whole new motor and pump unit. It took two weeks to get that. They said they had to order it right away and I called about a week later and they said I had to call Cross Country to see where the parts were.

I opened a claim on microwave & was scheduled for 7/21/18. I have had 2 different companies come out. It is a GE Appliance. 1st company told CCHS it was a BOSCH not a GE, so he couldn't work on it? Tech told me he was going out to his car to speak with CCHS, but never came back inside, just left. It took another week to find out they wanted to send another company out because they CCHS never contacted me to tell me to expect a call from another company. New company called and said he was coming to look at my microwave, but I told him a tech had been here already.

We were still up in Alaska when we first started with TotalProtect and we’ve had them for a long time now. When we call, they send someone to fix the appliance and that’s good. The contractors know what they're doing and they do it. Our experience with claims has been all right except for the last time. If you have the right phone number, submitting claims is not a problem at all. But we had several phone numbers and I had trouble getting the dryer looked at a couple of months ago. But it was resolved and TotalProtect sent someone within two days. The dryer didn’t stay fixed though, and after three times, I figured that it was a waste. TotalProtect gave me the odds in receiving the money for a dryer or trying to fix it again. I have yet to receive the check to buy my own dryer though. Otherwise, we've gotten good service and I’ve been satisfied with TotalProtect until the price went up to a $100 instead of $75.

The people I bought my house from had HMS and I continue with it. I call my claims in and when I talk to the reps, they respond immediately. However, some of the contractors aren't good at all. I had a claim for my dishwasher and Avalanche came to my home twice. Each time, they spent four minutes and they would say, "We buy a part.” They'd buy a part and put it in but the dishwasher would still have the same problem. The first time they came to my home was June 5 and the second time was two weeks ago. I called them 10 minutes after they left when they came here the second time and I told them the problem was still the same but they didn't call me back. I leave a message every other day but they don’t call me back. They already got their money, so they don’t care.

My mortgage company on a rental property sent me an ad of Cross Country. I looked at it and it was an hour after I talked to a friend that had a good experience with it, so I looked into it and went with it. It was easy because it was added to our mortgage payment. I got a chance to use it and I’d been very happy. They do what they say they’re gonna do and I have not had a problem with it. The vendors that have come out are vendors I would never have chosen but I have used them again for stuff that’s not covered.

This policy is not worth the paper it's written on. Our a/c is making noises. Called to put in a claim and they can't get anyone to us until Friday...a week from now! No A/C in August when we have a warranty? When we asked about the 24/7 emergency services they said that just means they answer the phones 24/7. Unbelievable! We told them we are going to cancel the policy and get a refund...they couldn't connect us fast enough with someone to do so. This company won't honor their policy but will cancel no problem. This company is trash!!!

I am at a point where I am totally disappointed with the service I have been receiving. I have been having a/c problems for about 6-7 months or more. I have call in claims in which TotalProtect have assigned vendors most recently (Jason Air Tech) who seem to not be able to troubleshoot havac issues correctly. The vendor will come out to resolve an issue which at this point has always been a temporary fix. At this point I have had almost every part of the condenser and a/c replaced some parts more than once and my a/c is still not working correctly. Each time the assigned vendor would state that the fix should resolve my issues. Not!!! I have spent quite a bit of out of pocket expenses for some of these trial run procedures and now I am being told that I need to spend close to 1300 dollars more of out of pocket expenses for what the vendor think may resolve all my issues. Can I get someone to troubleshoot this system correctly and do the correct fix???? Months and Months of trial and errors. At this point I am ready to find my own hvac company rather than the ones that have been assigned by TotalProtect!!! I could have bought a new system with what I have spent out of pocket. My wife has health issues and have been totally disgusted with the service we have received related to our a/c problem. I tried to call Total Protect and speak to someone in authority only to be told by the customer service lady she couldn't transfer me and there was no one else I could speak too which sounded odd. I got an email recently offering a low buyout offer for the part (evaporator coil) which the vendor now believes is the issue. Its not much but will have to do so it can go towards someone outside of Jason Air or previously assigned vendors. I am not paying the vendor 1300 for a guess. I already paid them close to 800 dollars prior for an issue with the compressor which was supposed to resolve all my issues. They should use some of that money toward their 1300. Oh yeah I received a letter that the service calls for TotalProtect are going up to $125 from $75. I may have to move on.

As some other reviewers I have had a largely good experience with a Total Protect such as water heater, dish washer, and a few other low cost items. I have been using them for probably 15 years or so.

My air conditioner went out on Wednesday, August 15 and I submitted a claim via Total Protect's website right away. The first company that Total Protect set me up with had nobody working in the customer service department and would not return my calls (this is the second time Total Protect has set me up with this company, despite a similar previous issue). When the Total Protect customer service agent was able to finally contact them, they said they couldn't come out until Wednesday, August 22 at the earliest. The customer service agent set me up with a new company, Complete Image, who has been awesome to work with and worked me in to their schedule the same day.

HMS has absolutely the worse customer service I have ever experienced with a company. If you call to file a claim or follow-up on a claim, it takes several minutes of going through prompts and recordings to even connect to a claims specialist. I have had two cases where the claims specialist has "accidentally" disconnected my call requiring me to call back and go through the entire prompts again. When you do reach a claims specialist, they often put you on hold for several minutes so they can educate themselves on your claim. One guy with foreign accent had me on hold for over eight minutes and still couldn't provide me with any updated information.

My a/c unit went out last weekend so I called Total Protect on Monday (today is Friday) the local tech came and inspected the unit Wednesday and stated it had to be replaced. I explained to Total Protect that I have medicine in the house that must be kept at room temperature and they told me that they would flag my case as medical emergency and priority. Well every time I call for a status update I get a different story and I have to press for more information. I feel if my case is priority then why do I have to keep calling in order for the next steps to be expedited when they are not being expedited at all or wouldn't have to keep calling. Also if this case is considered a medical emergency then why am I being told that it could be as late as Monday before they send the local company the information they need to pick up the parts and then schedule the service. Then I still have to pay an additional $1300 toward the repair. I don't know if paying the monthly premium is worth it considering the time I have wasted.

I go to HMS Home Warranty online and submit whatever claim we have and they’ll respond with an email saying that they received it. Then they’ll assign it to somebody and then they will reach out to me and I go from there. The online process is pretty cool. However, I’m in the middle of a claim now and I’m not happy about it. My air conditioning went out in April, I did the claim and HMS did their part. They sent me an email saying they assigned a company to it. The contractor came out and did the assessment, and I paid the $100 deductible. The contractor said the whole thing needed to be replaced because it wasn’t working properly and HMS told them to do what they needed to do.

I have Home Warranty service with this company for four years. I started with Cross Country Home, but HMS Warranty is servicing that account. In the past whenever I had claims, they would provide a service provider in my locality (Cranbury, NJ) and the problem will be fixed. In the last 4/6 months they contracted to a new Service Provider company. And from then on, I am getting names of vendors who do not service my locality. Recently they approved a service, but when I sent the invoice for reimbursement, they are denying it. This is a new trend. I am wondering whether other customers are having the same problems.

We have been with HMS for two years now. The few claims we have submitted have been fairly small and the out of pocket we paid probably would have been what we would have paid to get the issues fixed ourselves. Now that we have a real issue (HVAC compressor went out) we have been jerked around. This claim was submitted over a month and a half ago and still not fixed and it is not due to the service provider. It has all been HMS! When I submitted the claim we had to wait a week to get someone out, ok I understand. It's summer, then we get a call from the SP a few days later giving me an update stating they are trying to locate the part. When I called several days later to find the status, she said she contacted HMS and they had ordered it. Finally after almost three weeks of this I emailed HMS to complain I received an email from them stating our options. Either cash out and fix it ourselves or continue with the claim.

When my husband and I first bought our home my realtor gave us HMS as a housewarming gift and in the beginning when we called for service our claims were handled really fast. Skip to a year later we have put in numerous claims on our refrigerator. It had starting leaking and building up ice. Fast forward 4 months later we are still dealing with the leaking and the ice. Can't use part of our refrigerator and have been through three service technicians. Thankfully the last one knew what they were doing and they turned in a service ticket... After four months of waiting our floors are ruined and they tell us they will not cover it.

Hello,

When our mortgage company sent information about getting a warranty, I thought about it for a little while and I did the math. Having the dryer or whatever appliance replaced was like saving up money. But then the service fee went up to $100. And I’ve been looking around to see if everybody else is charging $100 for them to come out because it was $75 and I was cool with that, even with $80. But with the $100 that I paid two or three times on my dryer, I could have bought another one.

I've been with Total Protect for almost a year and I will be canceling my service with them on that anniversary. Essentially, Total Protect is one of those companies that will continue to make repairs until your appliance is discontinued or parts can no longer be found. Additionally, they take 7-10 business days to authorize the repair service to order parts, so at most, it will take 2-4 weeks for any repair you need to have done. Lastly, and most importantly, they absolutely do not care about the customer. If you are looking for a company that values your patronage, this company will disappoint you beyond belief. Their membership and sales teams will tell you anything they have to tell you to get you to sign up, but never follow through with any of it after you become a customer. My suggestion, have them send you a copy of the contract beforehand and then have the membership/sale rep show you that they have no intentions of providing, nor are they legally obligated to provide, any timely service whatsoever. Please, if you are considering using a home warranty company... there are much better companies out there. Don't get duped like we were.

We've had HMS since purchasing our home several years ago and had to open a service claim for our refrigerator in July. We've had 2 separate service companies come out, and neither could service it. Called customer service at least once a week (sometimes more) since then trying to get updates. It's been more than 6 weeks since we submitted the claim and they say something different each time I call. Still waiting for the service report from the tech. Waiting for the claims dept to make a decision on whether to fix or replace. For 6 weeks, no calls from HMS, just me trying to contact them. They say it's been escalated, but that they are backed up.

We have been with total protect for 27 years and this is the worse service we have experienced. Our air conditioner has broken and it has been 100 degrees every day. Total protect came out end of June to find the problem, gave us 1 month supply of freon which keeps the house cool and makes me happy, but it is only a temporary fix. The heat has zapped my energy, very depressed, very stressed! crying alot that I dont get the help I deserve. THE STRESS OF THIS EXPERIENCE HAS MADE ME VERY ILL AND I have a history of shingles, which is brought on by stress. I'm worried I am getting close to another shingles outbreak. Up until now we have been happy with Total Protect. Total Protect replaced our oven, microwave,dishwasher. They have fixed our glass top range. They are dragging their feet on repairing our a/c and furnace.

Updated on 12/17/2018: After searching for months for a part, HMS decided that the oven needed to be replaced. I was given the option of a similar oven, and I looked at the website that was given to me by HMS and the description of the item was a white 30 inch drop in oven, which looked very similar to my oven. I agreed, and eventually the product was delivered. When the delivery person arrived, he looked at my oven, and said that the oven that was being delivered was too short for the spot, and is actually used in kitchens where the user is in a wheelchair. Without opening the box, the oven was sent back. When I called HMS, I was told, in a nutshell, that this was my fault because I had agreed to the item.

My air conditioning went down and I filed a claim through HMS Home Warranty’s automated system, which was fairly efficient. The techs that they sent were nice and they did a good job. They were able to fix the AC in about a week. I have also tried to submit a claim for my septic system but HMS denied it. They said that it wasn't covered and dealing with the individual people was a little frustrating. I got the runaround and got hung up on a few times. HMS Home Warranty should be more transparent with what's covered and what's not.

Cross Country is the only warranty I have and I'm not looking forward to choosing any other. I'm satisfied with what I have. Whenever I call the reps, they get directly to the problem that I have and help me get it solved. They service my outdoor air conditioning, though I'd also like the window air conditioning to be serviced if they can. Nevertheless, their service is good.

Update -

Let me start by saying at 1st this was one of the best home warranties that I had ever had. Claims were processed quickly. Technicians were skilled and for 2 years I had no problems and really expected to keep this warranty for years to come. Then we had a plumbing issue. The 1st provider we were given was either no longer in business or no longer working with HMS. Either way they probably should have known this. Regardless, they gave me another provider. That plumber wrote a bogus report saying that the leak was coming from something other than the plumbing and because a non covered piece of the plumbing was causing the issue. Total BS. He then proceeded to quote me a cost to repair it because he was sure the warranty company would not cover it!

Our Microwave went out on 7/23 Not one person has called me, I always have to call them. They have not completed anything and their initial email said all work should be completed within 5-7 working days! When the microwave was brought on 8/8 it had no trim kit with it so they were unable to install it. We called back and they gave us a confirmation number that it had been ordered. It would seem that order was never placed and the reference number means nothing. It is so frustrating! They also have no record of any conversations on 8/8. The customer service team are definitely not customer orientated, mostly they are rude and have no answers except to put you through to a different area or company who know NOTHING about your claim.

No AC in Florida for almost 3 months. We have had total protect for three years now. Most schools have been satisfactory. When I first called about the air-conditioner, so protect send a tech at the text said that it was installed incorrectly. The condenser has been working since 2001. I called a local air conditioner tech from my hometown. He recommended that the whole system indoor and out be replaced. I submitted all the documentation to total protect. It took them weeks to review them. Protect finally agreed to honor the warranty and send a new tech out . Told protect finally agreed to replace the condenser – which was less than their new AC tech recommended. I had to pay $145 for parts but the air-conditioner works. I have both homes in New York and Florida covered by total protect. I have an air conditioner Repair claim pending in New York. The customer service people are nice but useless. When you finally get to the supervisor, they are all so useless. It’s takes hours worth of To get the latest two claimsi completed. The New York one is still pending. It’s a shame because I’ve had about four claims that were handled promptly. I have to rethink my relationship with total protect .

I have been with Cross Country Home Services for over 4 years, I haven't had any issues until my On Demand Tankless water heater lost power and lost water and hot water. I called to make a claim, I was told that in one of the largest cities in America (JACKSONVILLE FLORIDA) Cross Country didn't have any Electricians available to refer me. They said it would be sent to procurement which could take up to 72 hours to locate a vendor and then there are still no guarantees, I said I called 5 Electricians who could be out in 4-6 hours. They said if I contracted or ordered service with a service provider myself I would have to pay for it out of pocket. I said, "So what about the customer and their 4 kids with no water or hot water for 5 days?" They said sorry. CAVEAT EMPTOR!! (Buyer Beware.)

I started a claim on my air conditioner a month ago. I still don't have A.C. (IT'S AUGUST) and no end in sight. Repeatedly my parts have not been ordered or needed to be re-ordered. The service providers are rude and unhelpful and management for the home warranty people are not helpful. If I could give them zero stars I would. I will be taking my business elsewhere.

First off I think that the reviews on here for them applauding their service is a fake. Some of them don't even go into why they are receiving 5 stars. So let me say this. I think it's not easy for companies like this to make money and they have to cut cost, however, we called them 3 weeks ago to help us cause our AC went down, on a friggin 100-degree day! They call back today telling us they have someone coming to visit. This is a disgrace. Who in the world goes 3 weeks in hot weather waiting for a company that is warrantied to help? Do they think that ls logical business? I strongly suggest you avoid this joke that's probably ran by 2 people in a garage.

Cross Country is not a good company when it come to repairing a large job within your home, they sent me an contractor to repair my A/C unit. The contractor recommend to replace the A/C unit but Cross Country will not approve the repair. Instead they prolong the repair by saying it is in research status for the last 11 days when me and my family live in Texas where the temp is over 100 degrees every day but instead of approving the repairs so my 73 year old mother and my 8 week old grand baby can cool off.

There are more hidden costs than the program is worth. We had a warranty and after paying for a service provider twice (that $200 gone) they say they will replace my air conditioner. A month has gone by and I still don't have the replacement. Then once they do replace it there is $1000 of "uncovered" charges. My AC has run for 200 extra hours last month to keep my house livable at 80 degrees. The cost of this I would have been better off without the policy at all.

I’ve been with TotalProtect for about 10 years now and submitting a claim with them has never been a problem. I call the toll-free number in my booklet and it's normally worked out right away. They increased the service call fee from $65 to a $100 in the last year, and though no one’s gonna be happy about that, it’s better than paying for an expensive repair. Also, dealing with their contractors has been good and straightforward. I’m happy with the quality of work that they do as well. I recently had a company out to check on my hot water tank. It went out and I couldn’t get it lit, but the company that was sent out was professional and quick. The guy also explained everything and why he had to do what he did. TotalProtect is worth every penny.

I have been with Cross Country Home Services since I bought the house 12 years ago. However, I use their services only for bigger things. Smaller appliances like washer-dryers take forever to get service. They have different people they call out. While my interaction with the customer service has been very good, I had problems this year with my air conditioning and I wasn't happy with the service.

For the two years I've had HMS Home Warranty, I've liked the work that they have done on my investment properties and how they've handled the issues I was having. The contacts I was making were also satisfactory. I'd call them to submit claims and tell them what issues I'm concerned with. They then would assign the service number and the company that would communicate and take care of the service. I'd recommend them to a friend of mine.

On Thursday, August 9th, 2018 my AC unit was not working. I called HMS to open a claim just after 8 am, CST. The Computer activated answering gave me the name of a company in my area to call. I called this company and was advised by the owner that they no longer will accept jobs from HMS. He went on to say that "they are the worst company, I have ever dealt with." I immediately called HMS back and relayed this information to the customer service representative that I reached. She told me that it would be sent to dispatch and should take 24 hrs. I called back later in the day to just check in and was told that it would take 48 hrs. I asked to speak to a supervisor and was told that one would call me back within 24 hrs, as none were available at that time.

Horrible experience with HMS Warranty company. Called to have a technician assigned because my washer & dryer unit was leaking and making a noise. The technician they assigned showed up a day late without a call. When he did show up, he appeared to not know what he was doing. This was apparent when he literally blew up my whole circuit board to my washer and dryer panel. Sparks flew everywhere and smoke filled the room. The technician told me everything was fine and he just need to order a part and the sparks and smoke did not affect anything. He left quickly and I tried to run my washer and it would not work. I called him back immediately and he said he would talk with his boss.

HMS is absolutely dreadful to work with. I submitted a claim over 2 weeks ago regarding a leak in either our air conditioner or water heater. Both are located in the same drip pan. We have had standing water in this drip pan for 2 weeks now and there is no resolution. The 1st service provider came out and blew the drains out, but said that he wasn't sure what the real problem was. Okay, no problem, let's get somebody out there that knows this type of system. The 2nd service provider (1 week later) came out and blew the drains out and said the problem was fixed. No, the problem is not fixed. The 1st guy did that already. But yet I still had to pay the deductible.

I have made a few attempts to have an issue repaired since 6/2018 and have had no success. Very incompetent. Multiple dropped calls, which results in having to call back and go thru the process again and again. No one seems to know what or how to handle this ongoing problem. The providers that have been sent out appear to not follow up with what they are suppose to do, causing more delays. I have had an independent provider look at the situation and have forwarded that info to HMS company and it has fallen on deaf ears. Hours, and I do mean hours, has been spent on the phone trying to get this resolved. I have been sent thru the "chain of command" and still nothing. There is no value in the coverage if you can't get good customer service in the first place.

My HVAC is a 2 part system that has to be replaced. Total Protect/Cross Country will only pay for one part. I spoke to the company that came to my home and they told me that they can't install the one part they are covering because both parts needs to be replaced. I got an email from the insurance saying that I have to pay 3,375.00 in order for the other part to be replaced. WHAT TYPE OF INSURANCE IS THIS? If one part is replaced, both parts have to be replaced according to Florida law. I am now waiting for a supervisor to call me back...my home is now over 90 degrees inside...

This is my first claim with this company. My AC hasn't been working for 1 week already and they haven't even sent the service yet. How long it is gonna take to get fix? I heard from a tech. (Who works with HMS Home Warranty). He is been waiting for approval on an air compressor for one of the customers 27 days. So how much longer am I going to wait? Allow me to remind you guys that it is summer time in TN.

I own a house and something always breaks down. I would rather have the small monthly payments than being surprised with a big bill, so I looked into getting a home warranty. I received something in the mail about home warranties and I googled TotalProtect Home Warranty. However, I had a contractor that was supposed to come back but never came back to finish the work, so I put them on the list so as not to have them ever service my house again. I also signed up with a package with a yearly check-up four times a year and some of the providers are not doing as good of a check as they’re supposed to. Still, if I call for the service and something is broken, it gets fixed.

I've been with Cross Country Home Services for five years and I've never had a bad experience. They’ve been out here a few times for different reasons and everything always seems to have been pretty good. However, when I submitted my most recent claim, I wasn’t really impressed because I wasn’t able to talk to a human and I didn’t really like that, but it still turned out pretty well. The technicians also have been really good. I have recommended Cross Country Home to quite a few people.

When I was buying my house, the realtor told me about HMS and I went ahead and got the home warranty. I just moved in here and I've had the warranty for a couple of months, and so far I've had a good experience. I called to submit a claim and let them know that the fridge was making some noises and having issues. The contractor sent out by HMS came out a week later and looked at the fridge, and my interactions with them were all good. The tech was very knowledgeable and helpful. He told me everything that I needed to know and everything has been working well with the fridge since the repair. It was a good experience and I’d call HMS if I ever have a problem again.

We have had this plan for 2 years and made 2 claims. Both have been nightmares. We paid extra to cover our spa, but when we call to make a claim on the motors, we were told they weren't covered, only the heater. Seriously? You don't need the heat if the motors aren't circulating the water. After several calls they agreed it was covered, but then didn't have any providers in our area.We live in a resort town, we have hundreds of pools and spas! We finally had to get our own provider, with their permission, and then took weeks to get reimbursed. On the 2nd one, our pool motor, they first said it wasn't covered because we just had a claim for it. No, that was the spa, different item. After being transferred to several people I finally told them to forget it and cancel our policy. Was informed if we did we would have to repay what they had paid us because we were cancelling within the year a claim was made! Says it is in our "contract" I have never seen, read or signed a "contract" Told them to leave the claim open and we would see how they did this time. All this time our pool is not running and it is over 100 degrees outside. They tell me they have contacted a service provider who would call that day with the day he would be coming. 3 days later I call him, again, our pool is not running and it is over 100 degrees outside. He asks me what the motor is doing, what kind it is and what it did when it quit. Says, yes it is burnt up, no need to come out, he would file a claim for a service credit and we could get it fixed, just needed to pay him the deductible first. This should have been my red flag but, again, our pool is not running and it is over 100 degrees outside! So I did, he emailed me the next day the claim was submitted and we would have a check in 5 - 7 days. Meanwhile, we get the motor replaced. A week later I call Total Protect and they do not have a claim, they call him and he sends them something, I told them we had made the repairs and they says I will need to sen them the invoices. Then they tell me they would have to order the parts and get back with me. That is when I tell them again we have fixed it. That's when a supervisor gets on the phone and tells me we didn't have their permission to repair it so it is not covered! See my contract? What "contract"? They still have not produced a contract. NOTHING BUT A SCAM, the company and their providers.

I would not recommend HMS Home Warranty based on the experience we've had. Our warranty was part of the transaction when we bought our home last fall. We filed a claim for our refrigerator on July 26. The claim process was easy but it's been very challenging ever since. A technician looked at the refrigerator on July 30 and have provided a quote to HMS to fix. The week of 7/30, the status on the website stated in process or in progress (I can't recall now which one exactly). On Monday 8/3, the status changed to scheduled. When I called HMS's automated line, it stated that an appointment was scheduled for 8/16 between 8 - 12. I thought, "Great, we're getting it fixed."

I’m happy with TotalProtect Home Warranty. I finally found the one because we've owned four homes and it is the best home warranty that we ever had. I recommended it to a lot of people. I got a fantastic guy who checked on us periodically on what was new, what was going on and what to expect. Also the technicians who came to our house did a very good job, cleaned up and were meticulous.

I call Cross Country to submit a claim and they are good and quick in getting someone to resolve the issue. The people that Cross Country uses are not real great, but Cross Country is.

I used HMS once when I had an HVAC issue. I submitted the claim online and the site was fast and simple to use. But once I submitted the schedule for someone to come out, the schedule was different. Based on the website, the next available contractor was going to come out the next day. But there was no time for when the tech was coming out. There was a window but it's hard for someone to go from work during the weekdays.

My heat pump quit in May. It needs freon and the leak fixed. I reported it. It took until June to get someone to come out and give an estimate. It is now the middle of August and I still don't have a working air conditioner.

When I had claims and submitted them with HMS, I did it by speaking with a representative. I've also done it online when it was over the weekend and no one was in the office. So far, their claims process has been very smooth. Their online process has been very good and seamless. And when I talked with with their customer service reps, they answered all my questions and everything was taken care of. HMS connected me with who I needed to be with and their contractors have been excellent. They did a great job.

Shady unreliable service providers, customer service reps unhelpful, unable to speak with supervisor, and they will tell you anything to get you off phone. My ac repair claim went from part needing to be replaced, to the entire system needing to be replaced, to TotalProtect paying $400 of invoice I’ve yet to see and me paying $1300! TotalProtect?! That’s a joke, unfortunately joke seems to be on me since they already have my money! Buyer beware

I have a Long & Foster Home Warranty that is handled by Cross Country Home Services. It has been a nightmare dealing with them. I submitted a claim and after the HVAC technician came to my home, I made multiple phone calls to determine the status of my claim. After four days, I received a text message at 10:20 pm from the HVAC company indicating my claim was denied. What kind of business notifies a customer by text message? I have asked repeatedly for the documentation related to my claim and have received nothing that details my claim and why it was denied. Stetson ** and Brandon ** are completely inept. This company has questionable business practices.

I've had Cross Country for the longest time and my experience with them has been great. The warranty covers everything in my house. I like the service their contractors have provided me. Cross Country is also accessible online. I just go in and plug in my issues and within 24 hours, they return my call or email, and give me my numbers. The only issue I've had with them is that some of their subcontractors are not reliable. Other than that, they work fine because they have so many subcontractors that I can try to contact. I will recommend them to others.

I just retired and I bought a new home. A colleague of mine referred me to TotalProtect since I would never know when things would break down. TotalProtect's customer service was great and the turnaround was pretty good too like a day or two. The technician was also outstanding. I was overall happy.