Cinch Home Services Reviews

Once again, I have been without AC for two weeks. Our AC went out again, three months after our initial repairs. According to the new service provider, all of the things that have now failed with our unit should have been checked on during our first round of issues. Our unit was supposed to be fixed today, but thanks to the failure of HMS/the service provider, the incorrect parts were ordered and now we have to sit in this heat for an additional three days while we wait for the correct parts. I am having a hard time being understanding with this seeing as we have already been without AC for two weeks.

I have had Sears Home Warranty services for almost two years. On June 20th 2018 I called for service on my refrigerator. The problem is that I had water on the base of the upper section that was seeping over the ridge unto the door of the freezer (lower section) then unto the floor. I called for service and still am calling to this day because the problem still exists. I have had about seven visits shared by two technicians. The technician that has been to my house for about five times called Cross Country to tell them that he cannot fix it.

I've kept my warranty with HMS for the past three years since it was given to me by one of my realtors and so far, my experience with them has been excellent. I do minor things around the house but if I can't do something, I call HMS. I usually submit my claims online and their website is user-friendly. People can go on there and it would save them a lot of time from waiting on the phone. It makes it easy to do that, especially when things happen and it is never during business hours. Whenever I make a claim, they send me text messages directly with numbers to call to get the appointment arranged and to call the contractor directly if there are any changes. Then they follow up within 24 hours asking if I was able to make my appointment.

I've had Cross Country for several years and though I haven't had to use the service more than a couple of times, the service calls that I required in the past all seemed to go pretty well. Plus they seemed to be reasonably priced. We recently had leak in our dishwasher and I contacted them. The repair technician looked at the unit and pretty much said that it needed to be replaced because it was older and he didn't believe that they made the parts that were needed to fix it, but they would go back and do what he had to do and let me know what the outcome was. A couple of weeks went by, I called the repair people and they said that they were waiting to hear back from the manufacturer for information on the warranty. Another couple of weeks went by and I called them again, and they said that they didn't have any more information. When I called in at Cross Country, they just said the claim was still pending.

I had American Home Shield in the past and I was not satisfied. Then, my heating and air guy Randy told me about HMS, and then I went with them. Submitting a claim online regarding my central air unit was easy and their website was very user-friendly. The contractors they set out had been wonderful, and they explained the repair procedure very simply for me. We have had very hot weather out here and it has been working well since the repair.

TotalProtect did everything I wanted them to do. I’ve been with American Home Shield for a long time. I live out in a place that's hotter than hell on a summer and American Home Shield decided they’re only gonna spend $2000 when the air conditioner goes bad. On the other hand, TotalProtect will fix the air conditioner, which was my main purpose in getting a home warranty. I’m in my 80s and to go without air conditioning out here is not good.

I went with TotalProtect because of their price and coverage. However, I had one bad experience with TotalProtect when the guy who came to my house had a water heater on his truck, but couldn't put it in because TotalProtect had to order all the parts. So, it was like a five-day wait period which was unacceptable 'cause I was out of hot water that long. Other than that, the rest of them did pretty good. Their reps have all been great. Their technicians got here on time and tried to make sure when they left that it was up and operating to the best of its ability which is sometimes out of their scope of work. I have told several people about this. And I think one or two have applied.

I recently had issue with AC unit, service provider who is servicing the unit is very unprofessional and getting no help from Total Protect (TP) to resolve the issue. I called customer service multiple times, spoke with many supervisors, tried twitter, and even try to get in touch with leadership team.

Our real estate agent gave us HMS Home Warranty. Since having the warranty, submitting claims for most things has been good. However, the biggest problem is having to wait for service. Their rep would tell me the phone number of the person whom I'll call. One time, for the garage opener claim we didn't hear from Dave the rep. As it turned out, his answering machine was full and he wasn't taking calls. Eventually, my husband called HMS and then we got permission to talk to somebody else. Another time, we had a problem with our air-conditioner and it took a long time to figure out what was wrong. Nevertheless, currently it's easier to file a claim online. We'd definitely recommend this company.

I've had Cross Country for so many years and my most recent claim was for my broken ice maker. The tech called me on the phone because I was at work but he came at a time when my housekeeper could be there. He looked if he could repair the ice maker that was in my refrigerator and it could not be repaired so he purchased one and popped it in there. The ice maker looked like the one I had except it worked. He was very professional, pleasant and very good at his job. He did his repairs and kept me up-to-date on what was going on. It was a good experience all the way around.

The Customer Service line is unreliable. It is exceptionally difficult to get a representative on the phone. Additionally, it seems to me that the people in the customer service department use fictitious names. I thought I was speaking with a supervisor, but I call back the following day to speak with someone else and the representative I spoke with said she did not recognize the name! I call in the day after and spoke with yet another representative who more or less said both the supervisor and the representative I mentioned were nonexistent and that I was given incorrect information! I am appalled with the unfair/deceptive practices this company employs. I will be looking to file a complaint with the FTC.

I got TotalProtect through a promotion and I have them for about six years now. When I have claims with them, they are very slow in responding. This last claim that I put in had been a disaster and it is costing thousands of dollars. My air conditioning unit was blowing the fan, but it was not producing. I called TotalProtect and they sent out an air conditioning company to evaluate it. They said they needed a new coil then they proceeded to put in the new coil. They did this on one day and after three days, I had a leak in my bedroom and in one of the three bedrooms downstairs, there was water on the carpet.

I filed a claim for my water plumbing leaking through the walls. They set me up with a company and a claim number. Next day comes along, the referred company's representative doesn't show up. I call them to have them tell me they don't work with the warranty company. To just call back the warranty company and be on the line forever to be told "we didn't know that they don't work with us anymore, we apologize" and then schedule me with another company that will be taking 2 more business days. While my property continues to get further damaged. Too bad I cannot give out negative stars, because they would deserve it. A company run like a company advertising on Craigslist. DO NOT DO BUSINESS WITH THESE FOLKS!

HMS was provided on my house when I bought it 12 years ago and I've been renewing it ever since. Submitting a claim with HMS has been good. I normally do it online and navigating through their website has been easy. They did work on a furnace and the water heater, and they did a really good job on both of those big appliances. I'm very satisfied with the service. We're pleased. They've done a good job every time they've come to my house.

I’ve been a member of TotalProtect for almost 10 years now. I’ve used their service throughout the years whenever I had a problem and I went online to submit my claims. Their process has been pretty straightforward. Also, the tech would usually come out within two to three days. But I had issues with the first technicians I had. I let TotalProtect know about it and they sent a new one. Other than that, the last two or three techs I’ve had were great.

We just purchased a new house and I didn’t really know anything about the appliances so I figured that a home warranty was a good thing to have. I submitted a few claims and the process was easy. The representative I talked to was nice and the technician that came out was very knowledgeable. HMS Home Warranty was very easy to deal with and whatever problems I had were taken care of. Everything has been good so far.

I have contacted HMS September 4th about my washer. They sent out a service provider and we paid the deductible. When we checked on the status, they said that the people they sent out could fix the washing machine so they had to send out another service provider to reassess. The new service provider reached out to me and notified me that they did not service the model. We had and contacted HMS multiple times to notify them. HMS gave us multiple statuses, not one actually documented in their system so I am in limbo. I tried calling, waiting for over an hour (3 dropped calls), and never reached a single representative. The last person I spoke to got irritated when I asked questions of if they could notify the service provider of our model so we don’t waste time and asked what if no one could fix it. All I got in response was it will be taken care of. It has not. My current job status is incorrect and my washing machine remains broken.

Service provider they linked me with never answers his phone, when I call HMS they make excuses over and over again. I reported this on the 5th and paid my deductible on the 6th before any work was done. It’s now the 18th. The guy comes out, replaced a part that doesn’t fix the problem then jiggles some wires around on my compressor till it kicked back on and called it good. That took a week. Since then I’ve been waiting for them to come back because they had to order the parts to repair my furnace (the original issue). I’ve been calling everyday since to only hear that it takes 3-5 days.

I have been had an active service claim on a leaking hot water heater since around mid-July, going on 2 months. It has been a nightmare since the technician came out to collect the initial $100 service charge. The technician recommended replacement however from an incomplete service reports and lack of response from the service provider to poor customer service on behalf of HMS in knowing the status of claim (leading me to believe that the claim was in research for over a month) when the claim had never been in research due to an incomplete service report was extremely frustrating. In addition, depending on what customer rep assisted you, most did not want to go through the detailed notes to even understand what transpiring with the claim leading to further bottlenecks in getting the claim moving.

We got a broken air conditioning so we called HMS Home Warranty. My interaction with their reps went good. They were professional and they referred us to an air conditioning and heating company. A day after we called, the contractor came out. They told us what was wrong with the AC and then they fixed it. They just had to fix the circuit board. Since then, everything is good. HMS Home Warranty is a great company.

TotalProtect Home Warranty treats me right. I call, they give instructions on how to handle my problem, I do what they say, then they send somebody to fix it. I feel more I know somebody realizes my problem, and they're very nice to me. Everyone there has been satisfactory. I've had one rep who didn’t know exactly what they were doing but if they didn't fix it, they just send somebody else. I have two different houses that they cover. They do a good job and I'm gonna stay with them.

Updated on 11/02/2018: So after posting about our terrible experience with total protect in September, Austin posted a response that appeared professional and sincerely interested in resolving our problem. He asked for a contact number which we provided. Guess what? No call from Austin and when we contacted the office n SC again for reimbursement, they said we would get it once we sent our cancelled check. We then received a check for 50% of repairs....our policy was to cover everything after a $100 deductible. We haven’t cashed the check and have called he office with...you guessed it...no response!! So Austin, I assume you are in charge of social media reviews, here is your chance to prove you are honest and mean what you say. Elizabeth ** .....Virginia

Cross Country Home Services is the first home warranty I've had. My neighbor has had them and was happy with them so I went with them too. I submit claims over the phone and their process has been extremely easy. When I called, everybody was very friendly and very thorough. And when I've had issues, they've come through and helped. I needed a plumber one time and I've called them for two or three different things. My coverage plan is good. Of course, it went up to $25 deductible, but that's expected. I'm really very happy with everything and the follow-through is very expedient. My experience has been great so far. In fact, I referred my brother and they're customers now.

I had the one year warranty with HMS when I first bought the home and I extended the warranty when it was up. I wanted to have the coverage I previously had on my home and their price was reasonable, so I stuck with them. Their customer service team is very helpful. They are prompt and I've gotten help every time I needed to call. The contractors they sent out for the most part came the very next day. I had one contractor who had to come out a couple times but he was nice and it still worked out. I've had three contractors so far and they were all very professional. They explained what they were doing, who they were, what they needed, what the coverage may or may not be, what I needed to expect so that they delivered and I was not disappointed. The service is great.

TotalProtect Home Warranty helped us out before so we stayed with it. I've submitted claims through the telephone and online where you just turn it in and they call you right back or text you real quick. I'm very happy with the customer service. Also, the technicians work hard to help you out. I have recommended TotalProtect to people.

I just bought a house and the closer agent suggested that we purchase the home warranty with HMS. I reported four items more than two months ago. They came to look at the things and ordered the parts. They came back and those things have been done. But when I called them again about the item that is not completed, they’re telling me that they’re waiting on the home warranty company to give them authorization. So there’s still an outstanding item that has not been resolved yet and it has not been the best experience so far. It’s taking a long time to get things resolved but I’m hoping that this gets turned around.

I had AHS before but the premiums kept going up. Cross Country is better. They cover more and are easy to get in touch with. I submit claims over the phone and that's been easy. The people have been great too. You just gotta make sure to follow up with the person who's supposed to come out and make the fix. The first company I had on this last run never showed up. But Cross Country has covered everything so far. All in all, it makes life easier when instead of forking over thousands of dollars for a refrigerator, they can fix it for $80. I would and have recommended it.

For the claims that I've had with TotalProtect Home Warranty, I've placed one online and one over the phone. After I do that, I would get a call from the company within 24 hours, and usually even within 12 on the day. They would set up the appointment and come to the house to fix the issue then I would give them the deductible. The technicians sent to me have been very nice too. Each and every time, we have had great service from TotalProtect. They've expedited everything and have been very efficient. The service is very simple, seamless and fast.

We were given HMS when we settled on the house and we went with it. Submitting a claim was horrible the first couple of times. They had the wrong tech come out for what I was supposed to be getting fixed, and it took me another several weeks to get an appointment. They ended up cancelling that appointment, saying they did not have enough techs. It took me a month and a half to get my dishwasher fixed. I got the email for it confirming the appointment, but they sent a person out to fix the dryer, which I didn't have any appointment for. They cancelled the tech for the dishwasher and still sent one out for the dryer. I missed almost a day of work because of it, and twice 'cause the second time we had an issue too. I talked to a manager who assured me that a lady tech was coming out that day, and the lady never showed up. I had to have my husband come home early from work to be there, and they never showed up at all.

My AC went out on Friday. The only appointment they have is on Monday and they only work with one vendor! It is 92 degrees today! I have 4 kids and a dog in my house. I called back and guess what... They can't come out until Monday, it is supposed to be 92 again tomorrow! I called the vendor and guess what they aren't open on the weekend!!!

I heard about HMS from a co-worker of mine and decided to work with them based on the warranty coverage that they offered. On my first claim, it took quite a while and I was not happy about that. It took two weeks for them to send a repair person to my house. I was very perturbed and upset because they said that they only had one provider in the area that took care of the appliance that I needed repaired. I called them back and said, “Well, is there anybody else in the area?” They told me no and I had to wait.

TotalProtect Home Warranty's price and deductible made me decide to go with them. The last few claims I submitted were fine but I had some issues with them in the past. Sometimes, it was hard to find somebody who was able to do the work at the time period. One time, I had a plumbing issue and there was no company available for seven days. TotalProtect need to make sure that the companies that they use to come to the home to work and fix the situation are qualified and certified. There have been people that didn’t know what they were doing, they came to my home and cost me a lot of issues. I had to get a lawyer involved in some of these people. They’re not as qualified as they should be. Nevertheless, the TotalProtect reps and the recent contractors' quality of work have been fine.

When I first started with Cross Country, I would call and talk to somebody when I file a claim. But, starting last year, an automated system answers, tells me who to call, and then tells me that I have to call back. I had to go through all of these to speak to an agent. Then, when I get to talk to somebody, he will never follow through. They tell me they are gonna call me back, but nobody ever calls us back. Then when I call back, they make us start over again. If I don't keep calling back, then nothing gets done. One time, somebody put me on hold for 45 minutes. The phone hung up and I still had to call back. The providers that came out though were okay. However, their hands are tied until Cross Country gets back with them.

We initiated a claim for service support when our A/C went out on 5 SEP 18. We had repeated telephonic "disconnects", calls with supervisors who assured they'd follow through and never did, and finally, only after our repeated efforts, was a service provider "in network" identified for us after nearly a week of poor support by HMS. And we had to contact and set the appointment up, only to learn from that provider they long ago discontinued being in HMS' network due to non-payment issues. No one at HMS did their job well at any point in this ordeal, no one returned calls to us, at times when we requested to speak to a supervisor, there were "none available" and no messages for having calls returned were passed.

I called Total Protect because my sink was draining very slowly and lots of water was dripping from the ceiling in my basement. I was told it was my waterline. Someone came out to fix it. Paid 125.00 and a day later I had the same problem. I called Total Protect and they sent out a recall from another company. They came out and told me I didn't have to pay 125.00 again because it was a recall. They claimed to have fixed my problem but 2 days later I had the same problem with slow draining and water dripping in my basement. Now the tiles in my ceiling have fallen down and my floor is in danger of producing mole. Called again to the second company after trying to reach them for 2 weeks. Finally, they contacted me to schedule me for another week later. Meanwhile, water is still leaking in my basement. I called Total Protect back only to be told that my issue was not covered and that there was nothing they could and that I might get a bill from the plumbers who came out to my house because they did not pay them because it was not covered. What! I was so frustrated and out of 125.00. I am on a fixed income and do not have that kind of money to throw away and still, my problem is not fixed. It takes forever to get a person on the line to speak to and when I did and complained they told me the 125.00 was just for a diagnosis which I never got from either plumber nor was my problem resolved. I don't know who is the most incompetent, the plumbers they use or Total Protect. I was told my 125.00 was non-refundable so now I have to call my own plumber to fix the job. What a ripp-off! I could have paid another plumber to fix the job in the first place. What is the use of having a protection policy? I wanted to speak to a supervisor but of course, there is none available and they will call you in 24 to 48 hours. Sike; just to get you off the phone. I am heartbroken because I feel like I was just robbed of 125.00 and I will be canceling my policy. No one cares about you in this company and I do not need to continue to struggle to pay them every month. I also have a 1400 dollar credit in standing with them from an agreement 3 years ago to replace my AC unit but, I have to pay 1500 to get it installed, which I don't have. What a waste. Hurt senior citizen

We had a water heater replaced me than 60 days ago after waiting 3 weeks with no hot showers. So far the service provider has not been paid and is now calling me to pay the $1300 bill. We live in a small rural community and it is embarrassing to get ** calls from the local plumber. I have contacted customer service repeatedly and while they were sales polite no action was taken. The last time I sled they became very rude and behaved in a very unprofessional manner. We are still waiting for this to be resolved. Service was provided 7/6.

I had my washing machine break. The first tech that came out had no idea how to fix the washing machine. The second tech said the motor was shot and he was going to send his report to HMS. A week went by and neither HMS or the tech contacted me. When I called in HMS said parts were ordered. I then get a random email saying they needed to replace the washing machine in whole or give me $$. I completed the online paperwork to get a new washing machine and never received an email confirmation. I waited about a day and called. HMS told me they haven't received my response so their website doesn't work properly I am assuming! I then ask how long it would take to get a new washing machine once ordered. They had no clue. I was told within 24 hours someone would give me a status update. Well it has been more than 24 hours and no contact. Awful situation to be in. I just want my washing machine.

We got Residential MD Gold 10 years ago when we bought the house and we just kept it. I've got a claim now for a stove but a month ago, I had one for the garage door opener. I submitted it online since it was quicker. Cross Country sent us Sears and they usually leave their window within five hours. So, if they say they would be here at noon, they would usually be here by 5:00. Everything that I’ve asked to be fixed has been fixed. It worked out well and I have suggested to a lot of people to get the home warranty.

It's been over 10 years since I first had to mortgage with TotalProtect and I didn't bother changing because in the long run, they are more or less the same with other companies. The reps are very polite and take down the information and the technicians are efficient. They tell the truth and they know what they are doing so I haven't had any problems with any of them. But TotalProtect is usually slow in getting the work done. The last claim that I had was for the air-conditioning and it took almost three weeks before they get the supply to the air contractor. But apart from that, I have no other problem with TotalProtect and I've recommended them to a few people.

We bought our house and the lady that sold it to us had purchased HMS Home Warranty. I’m extremely happy with my experience with HMS. We call them when submitting a claim and I prefer that because I’m much better on the phone than I am on the website. The interactions that we've had with the representatives on the phone were very good and the technicians that came out were awesome. I had a claim for my dishwasher, however, nobody has ever contacted me, and that has been months ago. The rep said that they would send an appliance person out here to do our dishwasher and also our oven door. She said that they will only have one deductible since the techs were coming to do both.

Something wasn't covered under the other options that I was given and I decided to go with HMS Home Warranty. My dishwasher claim went well. I submitted it online. The site was simple, but I was confused as to why it asked if the appliance itself was a Maytag or not. I didn't understand what that one was, but otherwise, everything seemed to be fine. The guy that came out was very professional. He walked me through everything that he was doing and what needed to be done. He started his diagnostics and ended up having to order parts. He did the fixing the second time he came. He walked in and we started talking about what was going on with the dishwasher. When he asked questions, I tried to understand what he needed to be looking at. The deductible was a little high but the process was fine and my dishwasher is working now. I have recommend HMS Home Warranty.

My air conditioner broke so I called TotalProtect and submitted the claim which was very easy. An air conditioner company came out and the whole unit had to be replaced. I called TotalProtect and they told me they had received the report of what was wrong but it turned out that they hadn't, or it didn't get filed properly. My biggest issue is the customer service people that I kept talking to kept telling me that everything was fine and that it was just being researched. But it turned out, it never was. I've been out of my home since the unit broke and I was getting a little frustrated.

These people are lying, scam artists!! Waste of time, money and effort!!

I experienced a leak under my sink and to me it appeared to be a leak from my sink. I go to submit a claim on www.myhmswarranty.com to see if it would be a covered claim but the soonest time slot is 8am to 4pm the next day. The HMS Home Warranty agreement states that sinks are items/conditions not covered so I figured I would go ahead and get my own plumber as I figured it wouldn't be covered as the problem to me appeared to be the sink. I contacted my own plumber as I was unable to wait until the next day as I have 2 little kids and need to be able to use my sink. My highly recommended plumber comes out and informs me once he removes the garbage disposal to fix the loose sink baskets that the mounting flange on the garbage disposal is broken and had been filled with plumber's putty. The next paragraph is from my invoice from the plumber and discusses his services.

I have experienced many years of service from HMS, which has changed for the worse over the years. Now, I have to consume a lot in additional costs whereas before there was a standard rate. I also see that less is included in the plan itself, but the cost of the plan is continuing to rise. They also don’t correspond in a timely manner with regards to the issues or problems I may be having. Moreover, the service personnel that works for them directly are not really knowledgeable about the product itself.

Many years back, I was looking for a home warranty. Some of my friends were using a different home warranty provider and they did not have a very good experience. With TotalProtect, my experience has been positive, so far. They help whenever I submit a claim and within a couple of days, someone will come and fix it. The technicians give me an adequate window of time on when they will be coming. Then they look at the issue, order the parts, and schedule an appointment when the parts are available. Most of the things they have done are pretty good and I’m satisfied. However, there have been a lot of issues when TotalProtect upgraded their system, but all of that is resolved now.

We recently had a cook top problem and Cross Country didn't give any repair service as it is not covered by their plan. Otherwise, most of my claims with them have been good. We got good service for our AC.

I purchased a older home, and bought an HMS warranty at the same time. Less than 2 weeks after purchase, the AC stops blowing. I call a local repair person first and they tell me it’s the blower motor that has failed and it will be costly. At this point I decided to call HMS and start a claim process. This is on a Friday. The local company they called couldn’t come look at it until Tuesday. So that’s a whole weekend in the heat with no AC. I call them back to find other providers but no one can come.

We received this warranty as a part of purchasing our new home. Had I been able to have a say, we would have done research to find someone else with better reviews. But alas, here we are. We have had to handle two different claims with HMS since we bought the house. The most recent that has pushed me into writing this review is for a broken refrigerator. The fridge is currently running too cold and freezing items, but the thermostat says 48 degrees. Our first repair went smoothly. Within 2 weeks, it broke again. Our second repair - not as much. It took over 2 weeks to get someone to our house to "diagnose" the problem. Then over a month to get the repair approved, parts in and repair complete.

This company had me get my own contractor for repair. The reason was they were sending a company over 100 miles away. The pipes in the house would have froze first. I was told pay for it and they would re reimburse me. That was April 24 2018. It's September 12th 2018... Guess what... NO CHECK... I am disgusted with the way that I have been treated by this poor company. Calling is nonsense. I have been told 4 times the refund will be expedited. This has not been proven to be true yet. I give this company NO STARS. If I waited 5 months to pay my renewal, they would cancel me... So DO NOT USE THIS COMPANY... You will regret it.

I was looking for a home protection warranty and knew a couple of providers, but a friend of mine recommended TotalProtect Home Warranty and said that they would not raise rates every time something happens and the others would. When I first started with TotalProtect, I always got a person when I file claims. Now, I get voice prompts but everything is alright. Also, some of the vendors did better than others.

Submitting claims with Cross Country has been smooth and I’ve done everything online. I have a user ID, I typed in my address and clicked on what was wrong. Then somebody from the repair company called me and set an appointment. They came to take care of it and it was done. However, there was not a specific time that they told me they could be there. They came anywhere from 8:00 to 5:00 and I work so I had to have somebody at my house all day long.

When we bought the house about 10 years ago, TotalProtect was one of the options that the real estate people gave us and we decided to go with it. My recent claim with them went great but there was a little bit of confusion which wasn't their fault. My air conditioning was leaking a lot. The first contractor that came on said he was gonna send in a report to TotalProtect and they would have somebody else from another place contact me because he was not able to replace the unit at the time. But the other problem was that he never did a report. I waited four or five days and I never heard from TotalProtect. I called the contractor and he told me the second company was supposed to come out but I told him that they can't if he hasn't told them to do so.

I bought a house and my realtor got the sellers to buy me the 1-year home insurance, so they bought HMS Home Warranty for me and since then, I’ve stuck with HMS. I just signed a second-year contract with them in July. They have a very good service and they took care of me every time I needed them. I usually call when submitting a claim. I like to talk to somebody, so they can help me right there and if I have any questions, they can take care of it. The most recent claim I had with HMS was the washer. It was leaking, so they came out and fixed that. The technician was really good and very friendly. He couldn’t fix it there, so he had to come back another day to fix it. Another time, I got my air conditioning fixed. The technician was unable to come out and when one came out, he put in the wrong motor, so he further messed up the air track system.

HMS Home Warranty came with the purchase of my home. I submitted a claim to them on the fridge and it still doesn't work that well. So, I just opted to buy new appliances because I'd rather HMS replace the big stuff like my water heater, which I'll soon have to put in a claim for. My claims submission experience was fine but HMS chose to go with Sears which is a terrible company. Also, their reps were really confused and had no idea what I was making the appointment for, and I made two different appointments. The technician was fine though. I'd tell others to be extremely diligent and not just let the warranty company say, "Oh, we'll repair it." You have to push them, especially if it's an older, high-end mechanical like a water heater, a furnace or any air conditioner. Because that's the purpose of getting a home warranty, to cover the high-end stuff like that.

Beware, THEIR CONTRACT TO YOU IS MEANINGLESS...IF THIS IS HOW A BUSINESS IS RUN...PITIFUL!!!

I raised the rating a star simply because their damage control was quite fast. Although its upsetting to have to get to this point before good service becomes possible. I will still be dropping this company next year. I wasnt just paying for a service, I was paying for peace of mind. Of not having to worry about expensive repairs/replacements of my in home appliances. I lost that peace of mind after this ordeal. So there is no point in continuing this service.

So had my AC unit go down and I filed a claim with HMS on a Saturday morning. Was told that X company would be out on Sunday between 8 and 5, I was fine with it and thought it was good and would have been if they had showed up. I called the company and they said they would not be able to come out for at least a week and that I currently had no appointment with them. I call HMS this time and let them know, and they setup a second appointment for 2 days later at 8am, at noon no one had showed up and after numerous calls (4 County Heating and Air) with no answer. I called HMS and they said they could have another company possibly come out in the next day or 2, I let them know that I took today off for my scheduled appointment. She was like, "Well let me see if I can reach them," she said she talked to Dave and he said I didn't have any appointment with them.

After writing a review last week I finally got a response from HMS. They said that my boiler (that they hadn't been able to locate for a month) had finally been delivered. However, when my contractor called the warehouse to which he had been told the boiler was delivered, the warehouse said they didn't know anything about it and had not received the boiler. Seriously? PLEASE track the boiler down, confirm its location, and get back to me ASAP with the info. I HAVE NO HOT WATER OR HEAT and when I call the main HMS number no one has the power to help me or provide me with any useful info.

When I purchased my home, my realtor made the HMS home warranty a part of the deal. So, the person that I bought the house from paid for the warranty and that’s how I got it. At first, I didn’t have a choice in going with HMS, but my realtor told me that they would insure all the appliances, so I went with them. But I recently finished my contract with HMS and I went to Choice because they're cheaper than HMS, and I started using them this month. Their deductible is only $75 as opposed to $100 with HMS, and the premium is $47 a month, so it’s about the same cost for the premium but the deductible is definitely cheaper.

TotalProtect has an automatic claim option so I typically call them when filing a claim. My experience with the contractors has been overall good. My biggest challenge, however, has been understanding the things that were not covered. I’m sure that’s the case with many home warranty contracts, so they have to be very specific. They assume that it’s going to be something you will remember from the contract, whereas a homeowner we don’t really do it that way.

Submitting claims with Cross Country over the phone has been easy. However, my coverage plan is minimally adequate. When I went to file this claim, I didn't have my contract number. I had to get on the Google to search who the contract may have been with and that led to me looking at some of the reviews. The reviews were not positive in terms of people's experiences. I was thinking I might also have a negative experience since things may have changed so I started researching some other home warranty companies. Some of them, for about the same price, had more items in their coverage.

When I called TotalProtect, they told me what they had and I was pleased with the facts that they gave me. I got a plan for a rental unit that I have and a different plan for my home. And when I file a claim, the reps sometimes get them crossed up. Then I’d be waiting when the contractors would come out and check on it. I called them two weeks later and they didn’t have any clue of what I was talking about. I told them that they probably got the wrong contract and we were able to get it straightened out.

I am a customer with Sears for 3 years. Upgraded my appliance warranty to a total home warranty plan June 1st. On August 10th Sears said they In the 3 years with Sears with Cross Country, and they would approve my claim for the air to be fixed. On August 13th the service man came out found parts, and went to order them. He said the claim was denied, because of preexisting conditions. There has never been a claim in 3 years on the air unit. I came out said it was dirty, and my husband cleaned it, because this should of been done under the appliance warranty for free.

Dear Steve Upshaw, CEO, my family and I have been without A/C since July 13, 2018. I've had made several calls and 4 providers has been assigned. The process has been totally confusing with overcharging of the recall fees and customer services lack of knowledge and understanding of the process. Also, when asked for an escalation I have been told that case management is the highest level of escalations and no other persons or contact information is available. Not to mention, I was expecting a call back from a supervisor since last week and no one has called back yet. I am a very disappointed that your company has failed to resolve what is consider a minor issue. I should not have file a BBB complaint to get the attention required to resolve this matter.

I received a letter a couple of years ago in the mail. It had my mortgage company's letterhead on it. They sent it out on behalf of TotalProtect. At first I was a little skeptical. I did a little research and TotalProtect turned out to be awesome. I usually call to submit a claim and their reps have really been helpful. They go above and beyond to satisfy me. There’s a couple of service providers that I do not want to deal with anymore and they make sure that I don’t get those providers anymore.

When I bought a house in Naples, a friend said I had to get a home warranty for it, so I listened to her and I got one. Based on her recommendation, I went with HMS Home Warranty. I've had good experiences all the way around in submitting claims with HMS. I've done this over the phone and online. For the most part, the contractors that they've sent out have been good, but there's one that I will never use again, although I don’t hold that against HMS. When I call HMS and they recommend somebody to do the repair, I can tell them that I don’t want a particular contractor and they listen to me. Overall, my experience with them has been easy and good. They do what they say they're gonna do, so I'm happy. People should use HMS and I plan to continue using them.

A month ago, I called TotalProtect about my dryer. It was a dryer that no one had seen and worked on, so it was a trouble trying to find parts for it and it took a while for me to find out what was going on. I was calling back and forth and then one rep that I spoke to was hostile. I asked for her name and she said, “I gave it to you once and I’m not gonna give it to you again.” So I asked to speak with a supervisor and the rep informed me that all the supervisor was busy. So I was not able to speak with one.

When I bought the house, the realtor provided HMS Home Warranty. My most recent claim was for a clogged pipe and it was great with the plumber that came out. It was a great experience and I recommend HMS. It's a peace of mind. If something breaks, at least you know what the fix is gonna cost.

Cross Country bought out my company and majority of the time, the reps don't even know what the process is. They can't tell me how long it takes, from the service call to the technician to the approval of a part, and how long it takes for the approval process to approve a part. Also, they can’t tell me or provide any tracking information for a part that is allegedly in or ordered, and how long or where it is in the shipping process. Also, it takes some additional time to figure out when the part actually arrives at the vendor for the installation date. It's a pretty long process especially when you're talking about an AC in a 104-degree weather, or your refrigerator goes out, and it takes you three weeks to get a part that's on hand at any other repair store.

We bought a house that had the HMS warranty on it. Then something went wrong and the contractor sent out by HMS responded quickly and were fast in getting the problem fixed, so I stayed with HMS and kept the home warranty with them. If somebody is treating you good, then there’s no reason to go to somebody else that may not do so.

My sister, Pat, had always been happy with this company's protection. So when I got my own mortgage after she passed away a couple of years ago, I continued with it. And I’ve been very happy with the service. The claims are very easy. I just call TotalProtect on the phone then they give me a claim number and notify whoever can take care of it, whether it’s an air conditioning problem, a plumbing problem or whatever. Then the contractor calls me to schedule an appointment. And it has worked very well. Unless there's a weekend involved, I usually don’t have a long wait to get the service done so I’ve been pleased with that. The most I've had to wait is three days. But usually I can be scheduled within a couple of days.

I call in my claims with TotalProtect and everything with their reps and the technicians they send have been fine.

Cross Country's reps were all excellent and they got everything going. Submitting my claims has gone very well and we have a plan with great coverage. We're pretty satisfied and it's been easy to deal with the company. They've been fair and honest, and they did exactly what I paid them for. I would tell others to go ahead with them.

I have been without a water heater since August 21, 2018. The company that HMS has contracted to come out has did their part by providing the information on the size and measurement and HMS still ordered the wrong water heater. My family is still without a water heater today 09/08/2018. All I keep getting is that HMS is waiting on verification from the contractor that the measurements are correct in order for them to reorder the water heater. This is unacceptable. If HMS has not heard back then it is time to move on to another company to get the work done. My family should not have to keep boiling water to wash at a sink. I have to stay at a hotel on the weekends just so my family can actually take a shower. I am putting money out on hotel and paying HMS. It is a inconvenience for me because I am taking care of my father who is battling cancer and it gets old for me and his home nurse to boiling water too.

My experience when submitting a claim to TotalProtect has been good so far. Their claim process was very easy and my interaction with their rep was very good. On the other hand, my interactions with the technicians were excellent. I feel very good about the quality of their work.

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

My interactions with Cross Country's reps have been highly variable, from perfect to abysmal. It all depends whether or not the person you get on the phone is familiar with your case and can handle it properly. The last time I talked to them was in between. It took them eight times to repair the fridge until they decided to offer a replacement. It had gotten so frustrating. They ordered and installed parts, but nothing worked, so now they offered a replacement. It took Cross Country three months to realize that nobody they sent understood the problem.

I had the dryer messed up and the contractor from HMS Home Warranty came and checked it out. They couldn't find the part, so they ended up replacing it. The claims process went along smoothly and dealing with the rep was good. HMS is a good warranty to have.

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.

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'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.

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.

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.

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.

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!!!

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.

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.

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.

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.

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 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.