Cinch Home Services Reviews

I placed a claim on my a/c unit in 2016 to replace a condenser fan motor. The unit performed adequately for a while but this year approximately 7/2018 I placed a second claim on my a/c unit due to the unit not cooling my home and the claim was denied due to improper installation of the condenser fan motor in which their contracted technician installed. After countless transfers and approximately 2 hrs. of being on hold I was connected with a supervisor and I was told in a very dismissive manner that I could pay out of pocket for a second opinion, and mail those findings into them for review. I'm currently seeking a trustworthy BBB accredited establishment to do the inspection.

I woke up to no hot water on Monday Aug. 6. I called to make a claim under the warranty and was told it could take 24 hours for a service technician. On Tuesday the technician came out and said I needed a new water heater & he would report to the company. Didn't hear back from the company so called back on Wed. afternoon and they said they didn't have the report. Called on Thursday & was referred back to the service company, emailed as well. Called again Friday & was told the claim was being researched, they could give me no time when it would be completed.

As of now, I have Cross Country Home Services. I’ve had them for several years and in the beginning I was very happy with them. But I've become very disenchanted with them in the last year. It has become difficult to communicate with them with the contract that we’ve had with them recently. It has been very difficult to contact them and speak to someone, particularly if there was a problem, and if something needed to be changed it was almost impossible to get someone. They've put me through, but I always got robo-calls where I had to hit this and that, and it has only been within the last several months that the communication went that way. So, I’m very unhappy with them at the present time and I’m contemplating making a change.

TotalProtect was offered through my mortgage company whom I trusted so I just signed up. They took care of everything with the bill. I call in to submit claims and TotalProtect's reps have been professional. I had a claim for my washer and it took a week too long for it to get processed. I had to do without a washer for a week and a half. But other than that, the service company came out and took care of it and did a good job. I'm totally happy with TotalProtect.

Submitting my claim with HMS Home Warranty has been good. I do it over the phone and the claims representative has been okay. I’m not too happy but not too dissatisfied also. For four single claims, I've had to call 20 times. And every time, I get different answers so I stop talking depending on who I was talking to and straight away ask to transfer me to case management or to authorization. Other than that, the level of work has been good. Also, having the warranty on my property is very valuable. Most of the appliances are not good so it definitely helps that they are covered into the warranty.

My AC started going out on August 2nd. I called Total Protect and placed a claim and was told they found a company that would come the next day. I called the AC people and they didn't yet have the job from Total Protect. I called the next morning and by the time they had gotten the job, the schedule booked up and I wad to wait until Saturday. The repairman came Saturday and made a repair, which didn't fix the problem. He came back out Sunday and told me my 19 year old system needed to be replaced. The condenser and the evaporative coils were completely shot. The report was given to Home Protect first thing (our time). I had been able to keep my house at about 85-87 degrees during those first couple of days. On Monday, the until didn't cool at all and the temperature indoors went up to 99 degrees and has remained there ever since. Because I live in the Phoenix area and temperatures had been hovering around 115 degrees and we had excessive heat warnings, my case was coded as an emergency. I was told that it would take 24-72 hours for some determination to be made. Given that it is not safe to stay in a house that hot, we checked in to a hotel. Our warranty doesn't include lodging for delays. I understand there is optional coverage for this, but when our policy transferred from Home Protect last year, no one gave us any options. I am now paying for lodging and food daily. It has been over 72 hour that my claim has been "in research" and I am hearing that the warranty company wants to replace some parts, rather than the system. This part is not clear as I have been told different things. My AC person that was sent by Home Protect has explained to me that the whole system needs to be replaced. It is 19 years old and the main parts are all bad. I have been paying on my same home warranty policy for almost 10 years and I am very frustrated at how long this is taking. It is unreasonable to allow someone in Phoenix to be without AC for over a week. These temps ruin houses and appliances. I have spoken to supervisors and managers and I get inconsistent information. Today, while speaking with a supervisor, I was put on hold for 25 minutes while she looked in to things, then I was transferred to a supervisor and put on hold for another 20 minutes. I was on the phone for 2 hours total to get told I would get a call back tomorrow after they e-mail research. I was told that 2 days ago by someone else, too. I would not recommend Total Protect as this amount of time to price something is ridiculous with these circumstances. The CS reps are very polite, but they can't really fix the problem I am having. The hold time and the inconsistent information is not acceptable.

I'm glad HMS Home Warranty fixed my heat. I called in to file a claim. However, it took a month, from July 2nd all the way to last week. I even had to go buy an affordable AC and that was another $500 I wasted until they came about a week ago to fix the it. I still had to put out of pocket, which was $1,040. Anyway, it's okay because it would have costed much more. I had my grandkids for the July 4th thing and I had to send the techs back because the house was over 90 degrees. I had about four AC people come over and they just kept on telling me different things. They said electrical. We fixed that and I paid for the electrical. Then that didn't work. So the AC people came back and said the unit was not working and it needed to be replaced. It was a back and forth thing for a month.

Having bought a Condo in November of 2017. I have needed to call upon HMS 3 times now. The first two service calls were okay. But this third service call has left me very frustrated with HMS and the service provider they sent. The initial claim for my broken A/C unit was made roughly July 15 or 16. The assigned service provider, a 2.5 star company, would not come out until Friday, July 27. The service provider came out and diagnosed the problem and told me they would call me on Monday. The service provider at no point contacted me that Monday July 30th through Friday August 3rd or returned any of my attempts to contact them.

Had my A/C unit go down on July 4th of 2018, so I called Total Protect to get it repair. They gave me a company for the repairs and on the 6th of July they came out. But from the time company came out till this day August 9th my unit still not working and I am having to call Total Protect and contractor to even get any information. I am having to call twice and even more times a day to try to get things moving faster. I have example that I have a child that now has to live in the den, because of the 100 plus temperature upstairs in my own. I don't think Total Protect really cares cause I have ask numerous of times for them to make it urgent, but still to date I am waiting and my child still living in den. All I ask is provide service and care for the customer. So I am not happy with the service I have been provided at this point from Total Protect.

We purchased our home 5 years ago and this warranty came with the home. We have continued renewing it every year because our home is around 20 years old and that’s when things tend to start going wrong. Specifically the heating and air units. Summer in the south is extremely hot and sticky. Our 20 year old AC unit went out on July 2. We called and submitted a claim and were told they couldn’t get anyone out to see us until after the holiday, which is understandable. After several days of appointments and then no-shows a technician finally showed up (about a week later) and after diagnosing the issue, stated our 20 year old unit needed to be replaced and submitted the claim.

I had reported my ac unit not operating correctly. They had sent out a company that recommended a complete new unit because there were leaks in the fins. I had just recently bought this house and this was my first home to own. I am also a single father of 3. With 2 children having asthma. They had requested the inspection report, which I sent to them within 24 hrs. I'm sorry I don't understand the delay. I understand they don't want to spend the money on a consumer that had been a customer for less than 3 months. Yet they were paid to cover certain items. Now that one of those items needs replaced they seem to be trying to figure out how to get out of it or reduce the price by only covering certain parts. I do plan on continuing to have a home warranty coverage after this one is done. Depending on how they resolve this matter will determine if I choose them or go with someone else.

I am very thankful for Consumer Affairs. After posting this negative review HMS warranty responded to my post and the check appeared in my mailbox days later. Without the ability to lodge a complaint on Consumer Affairs I will still be down $731.23. Will I ever use a Home Warranty Company again the Answer is a resounding NO. I've used them twice now. Once in Missouri and once in Iowa. Missouri way better experience but still took weeks to get things fixed. This was the first time I ever had to wait over a month to get reimbursed and had to lodge a complaint on Consumeraffairs to get a timely response. Never Again.

This issue specifically relates to a water heater. I have been a repeat customer for the last 5 years, but I have decided to not renew my policy on August 31 for the reasons included below. In summary, I would attribute the issue below to poor communication, lack of sympathy, and a lack of professionalism by HMS. Background: On July 20, one your service providers, responded to my claim. After a home visit, the company representatives determined that I would need to replace my water heater. These individuals asserted that the total turnaround time would approximate 3-5 business days and there could be minor uncovered charges.

Cross Country Home Services took over Residential MD. We've had those folks for years and I liked the way that they operated, so we stayed with Cross Country, although I didn't care much for the increase in the deductible from 85 to 100 bucks. But we got good attention with the claims that we've had with Cross Country and these worked out all right. If I needed something, I called them and they took care of it. We've had conversations with the reps and they were fine and understood what we needed. The response time of the techs varied but I've been well satisfied with it. I would recommend that people take a look at Cross Country.

TotalProtect is a great service and a great product, and helps save a lot of money too. Citibank recommended it and we went with it. Submitting a claim is very easy. I have done it both online and over the phone. The reps I talked to were very helpful and knowledgeable. The technicians know what they're doing as well. While we did have a couple of situations where people had to come back because what they did didn't fix the problem, the experience was still good. We didn't have to pay another service fee. They weren't upset that they came back and they took care of the problem. Everything was fine. I'm very happy with the service and I highly recommend TotalProtect. You should get them.

HMS seemed to offer more than the other companies we had used in the past and they are doing a wonderful job. They've been more than helpful with explaining how things work and why something malfunctions. I used to call in for claims and they were very efficient. They wanna solve your problem and get you the help you need right away. But now, I have set up online and they give you appointment times online so it's very easy. There was one claim where HMS didn't have a technician that could do it. I found my own technician and HMS allowed me to use them. I paid them and HMS reimbursed me so it worked out very well. The warranty is worth every penny that I've paid for it.

They have refused to cover many things on this house, but my worst experience is on something they actually did cover - a new HVAC unit. Here's what happened. May 9 - AC stopped working, their tech came out and said we needed a new unit. June 1 - HMS FINALLY approved a unit and ordered it June 15 - unit was installed, but not cooling when the temperature got into the upper 80s.

SYSTEMSPROTECT HOME SERVICE PLAN FROM CROSS COUNTRY HOME SERVICES, INC AND HOMESURE SERVICES, INC. My A/C went out in August 2018 with 90+ degree temperatures. I have 3 small children who were very uncomfortable so I filed a claim to have the A/C unit fixed SINCE I THOUGHT MY HOME WARRANTY would be honorable and have it fixed since HVAC is covered in my plan. A certified technician from a major HVAC company arrived (recognized by SystemsProtect) and assessed that the Heat pump/AC was bad. In fact the oil from the compressor was leaking everywhere and it was making a loud grinding noise.

We had a garbage disposal claim with HMS and they connected us with a technician at Murray’s Plumbing. They replaced the disposal but there was still a leak that appeared to be stopped by the plumber. Later that day we noticed an additional leak in the same area as the prior leak and called HMS to initiate a recall. I specifically asked the HMS representative about another $100 deductible and made sure that we wouldn’t have to pay even if the leak was due to another issue. I am no plumber and it seemed like the leak was through the disposal again because when we ran it a second time it leaked. Well the same company came out and said HMS may have to charge $100 because it wasn’t a recall as the leak was due to another issue. We received a bill through the plumbing company for $100.

TotalProtect has been helpful when I needed them and I'm satisfied. I previously used a different warranty and it wasn't as good. My AC had gone out one time and they said they didn’t cover it. They fixed it before, but when they transferred to another company, the other company made me pay outright for a completed repair work without any warranty deductions. Last year, the kitchen water heater wasn't covered under warranty but TotalProtect helped me get a plumber and they helped take care of it. They sent a plumbing company to check on my water heater sink which wasn't covered but the plumbing company still helped me with the whole situation.

I call my claims in and TotalProtect would send somebody out. Everything seemed to work out good. However, some of the technicians they send out are lacking experience. They don't act like they know exactly what the heck they're doing. Once I have someone come in here and do work and I had to get somebody else to come in and clean up the mess that they made from when they did the work. They worked only on the air conditioner, and because of not knowing exactly what they were doing, I got water come through my ceiling down the wall, and got stained ceilings and walls because of it. And I was told to just repaint it! But I'm 81 years old and I'm 100% disabled vet from combat. I can't climb ladders. When they tell me to do something, they might as well be talking to the moon because I can't get up there to do it.

In general, we're pleased with HMS. The coverage is comprehensive and the quality of the technicians has been good and excellent. However, the furnace was not only condensing water in it, but also blew another motor. That other motor was paid for, but when the person who was fixing it was working on it, he told us that the ducking was too small for the amount of air that the furnace needed and that we were going to have to replace it. There was a mismatch between the new furnace that was put in a few years ago and the one original one that was put in this house back in 1992. We wouldn't have to have the guy come out if it has been identified during the transfer of house.

We have been a customer for more than 5 years. We've had a few claims in prior years and the service was satisfactory. This last claim has been a never-ending nightmare.

My 4 year old AC heat pump combination was freezing up. I placed my claim with total protect. They sent someone out to look at it. The repairman said a fan motor went bad inside. He ordered the part and was delivered to him the next week. Everything seems normal, right?

After two months of haggling and back and forth, I finally received a replacement refrigerator. I updated my rating to three stars simply because it was resolved. The long, drawn out process was not necessary and caused more pain and suffering than it should have. I hope this is a turning point for HMS on how they train their CSR to work with their customers. Some of the things said to me were totally not necessary . . . but I am pleased with the final outcome. Thank you!

I have been a customer of Cross Country Home Services since 2011- recommended by our bank Wells Fargo. We have preventive maintenance with our contract. In early July 2018 our air conditioning went out. I called and a technician came out and checked the unit on 7/5/18 and was unable to repair it and after waiting about a week in extreme heat was told by Cross Country that the unit would not be covered because of animal damage??? We have no pets nor do our neighbors, The outside metal covering of the unit has been deteriorating for years and prior technicians during preventive maintenance checks have noted the deterioration and have recommended a new unit: but Cross Country decided to repair instead of replace. During a preventive maintenance check on 4/11/18 the technician noted the poor condition of the H/P "due to age". I have his written comment.

Apparently, Cross Country Home Services handles aspects of the Sears Home Warranty, including research to try to find parts for an appliance. We have had Sears Home Warranty technicians come to our home at least 6 times over the past year, trying to fix our GE/Monogram side by side refrigerator. There is not enough room to describe their incompetence with ordering the wrong parts or having different people show up who had no idea what the last technician did or what parts were ordered. The refrigerator limped along until July 12, when it just finally gave up the ghost.

My HVAC is a 2 part system that has to be replaced. Total Protect/Cross Country will only pay for one part based on the price of an system inferior to my system. I have a Trane system, they want to replace it with a Goodman. If one part is replaced, both parts have to be replaced according to Florida law. My estimate for a Trane is $5,000+ they are offering me $1,200. So disappointing. Their representatives are so rude! Check all of the reviews. And, all of their aliases! Very low satisfaction rate!

I have only had Total Protect for 6 to 8 months. I filed my first claim on 31 July 2018. I was able to get a technician out to our home on 2 Aug 2018. They said I needed a new coil and they would have to order the part. They told me it may take 7 days to get the part. I went a little further and asked if they knew if the part was available. They said yes it was available locally. I offered to buy the part and see if I could get Total Protect to reimburse me for the part. Never could get connected to any one who could give that authorization. It has now been a week and my home is very hot here in San Antonio TX. I have read numerous reviews of people say it took a great deal of time to get their system back up. I am writing this review hoping someone of authority will read it and maybe contact me so I do not become one of these people that it took 2 or 3 weeks to get the system back up. At this point just frustrated and hot. Help Total Protect, help!

Cross Country Home Services was the first warranty company I saw and every time I call, I get an immediate response from their reps. I also get immediate emails back on who to contact to set up appointments. I then check messages to see if I got my appointment and if everything was satisfactory. Unfortunately, things break down when houses get older and there could be multiple situations where pipes break down different times of the year. There shouldn't be a limit on the number of calls that one has to make for handling something. In addition, the pipe going from the waterline to the refrigerator should be covered. Other than that, everything was excellent and I have already given Cross Country's number to a neighbor.

HMS Home Warranty was part of the package on our closing on the house that we bought. We've had them for a year and a quarter now. We renewed it at the end of our year which was on June. I usually call when I submit a claim and the reps have been very helpful. I've submitted four claims and three of them were so instantaneous. There wasn't a service provider in our area for one of the claims and that took a couple of weeks. Also, most of our claims have required multiple appointments just because the equipment has had problems, which had to have two things replaced entirely. But every last one of the contractors have been fantastic. There are some quirks about the rural living that we’re doing. It’s just quirks to the water system and things like that. And they’ve known that. We don’t always get that kind of care here in Houston so it’s great.

I’ve been with TotalProtect for eight years and my experience with claims was excellent. The process was great and I preferred doing it over the phone. I submitted a claim a month ago on my washing machine and everything went very well. We had a claim for the refrigerator before that which was a misdiagnosis so it took a year to be fixed. The repairman said it couldn’t be fixed and didn’t have the part. I could search a part from the junkyard and just needed somebody to put it in. I never could get any in contact with anyone to do that. Finally, another repairman called and they made an appointment. This was the third guy who identified the problem and then a couple more visits before it was fixed. Since then, everything has been functioning fine with both the refrigerator and the washing machine. All the repair people were professional, courteous and knowledgeable. I would definitely recommend TotalProtect.

We initiated a claim for an AC unit on 7/24 and were scheduled with a service provider assigned by HMS for the next day - unfortunately the did not show up. We were then scheduled with a second service provider who rescheduled the appointment twice and then also did not show up. Our third service provider showed up on the 4th day of our claim and recommended a replacement unit. That was on 7/27. We then proceeded to call both the service provider and HMS daily during the week of 7/30-8/3 and kept getting the run around from both HMS and the Service Provider. HMS STILL says they have no record of a claim being submitted by our service provider and our service provider claims that have submitted the recommendation several times and as recently as 12:13 pm today - 11 days after the service call. HMS of course, has no record of this and is unable to reach the service provider.

I placed a claim for my refrigerator on 9th July and I was contacted by the service company to come for a visit on 16th July. The visit was less than 5 mins. and they said the replacement parts will be ordered and the problem should be fixed in 10 days or so. In all this I contact HMS on 31st July and they say that within 2 days someone will be home to fix. Then I call again on 3rd Aug. to see if anyone will be there and that's when I find out that they have no control at all. They asked me to contact the service company and after multiple attempts on 6th Aug. the service company calls me to let me know that they are going on Vacation so he won't be able to help me!

My AC broke, It's summer in the South. Initially I was happy with the service because I got to speak with a real person. The woman said she put my claim on "emergency status" because we have a new born and 3 other small children. It is 96 degrees at night. Two weeks later, we do not have a solution. I have paid an additional $500 in fees from to the installer.

Called 08/02/18 for leakage found in hall closet and hall. Explained that I recently had the floors in my house replaced, and that I did not want to have damage occur to them due to the water leakage. They sent out a plumber whom was insulting, asked if we had a home inspection, brought no tools, did not inspect leakage, just came in, said it was an HVAC issue. Asked if we had ever had maintenance which we had earlier in the year, then said someone would call me the next day from warranty company and took my $50 deductible.

I needed protection for my place and decided on getting a home warranty. I had some problems with TotalProtect and I was going to change them. Sometimes, the experience was good and sometimes, it was a headache. The last time that ABC came, they cleaned my drain line but Acue Temperature didn’t want to do it. The AC guy was not good and when I told him to clean everything, he charged me differently. I had to pay extra. I accepted the newer charges and paid him $450 but he did not fix the AC properly. I had to call again but I was thinking it was better to call those people but the lady was rude. I had to call TotalProtect again and they sent ABC and I’m a little bit happy now.

I bought a house and HMS Home Warranty came with it. Because of my location, I submit claims over the phone which is easy and outstanding. The technicians who came were good and the quality of their work was great.

We submitted one claim with TotalProtect and our experience was very good. Their rep was very knowledgeable. He told us what to expect and how to go about doing the claims. He then put in a request and said that someone would be calling us -- and they did within a day. The company came promptly and was very thorough. The overall quality of the work done was very good. We recommend TotalProtect.

I used to have AHS in the place I had before. But when we bought our house, we selected HMS Home Warranty because we have a deep well and septic here, which AHS doesn't cover. I've submitted claims over the phone and online. Their website's very user-friendly. It didn’t take me more than a couple of minutes trying to locate things. Although sometimes, I have to click on a couple different places. Also, with HMS, the turn-around’s been fairly quick. The people that have come out were very friendly and professional. The latest person who came was with a water heater and he explained a lot to me which was very helpful. Another issue we had was related to a part that was under warranty and they took care of it so we didn’t have to deal with that, which was awesome.

The service with TotalProtect Home Warranty has declined drastically in the past several years. I've had them out to fix a dryer that has never been fixed properly. They have had several repairmen try to fix it and tried to charge me service fee each visit.

I contacted Total Protect on July 17 ,2018 as my Air Condition was not cooling the house enough. They gave me a service provider information and I contacted the service provider. The service provider Spectrum Heating and cooling came out to look at the Air conditioner and HVAC on 25 July 2018.

We live in Phoenix AZ and our air conditioning has been out for 3 weeks after Total Protect sent a provider to our home to service the unit. The air stopped working after the repairman looked at it. We have been calling Total Protect to complain and they have hung up on us at least 3 times. When they offer to transfer us to a supervisor, the call is transferred to a voice mail and no one calls us back. They originally said our service was a priority because a family member has medical issues, but they have not sent another provider out in 3 weeks.

HMS Home Warranty was bought for us by the home buyer. Some of the technicians who came for service were very good, while most of them were okay. We also had people who had to come back multiple times to fix a complicated issue and they’ve been excellent. I recommend having a home warranty. And we're happy enough to keep HMS Home Warranty and renew with them.

I’ve been with TotalProtect for nine years and I’ve submitted my claims in several different ways. There was a time I called because there were some particulars that wouldn’t be met by using the email and I wanna make sure that we were on the same sheet of music and no confusion, so it was through the phone. The claims reps were helpful as well as the people who came out to do the work. Quality-wise, I haven’t had any problems.

This warranty is the worst company to deal with. None of their employees knows what is going on every time you call. I have been with HMS for 13 years and now when I need a major thing fixed like my A/C nobody wants to help me get it fixed. I started my claim for my broke A/C on 7-14-18 and yet nobody from HMS has contacted me about what is going on, I have had to call them almost everyday to see what is happening and each time I call I get some lies about what is going on. I have asked to talk to a manager on several times and I am told they are busy with other people and they could call me back but no manager has made a attempt to call me back and by all of the complaints I see, I don't think there are any managers either because nobody has gotten a call from a manager.

for 7 years I use and pay home protect looks like for nothing. very bad my experience and I'm going to find another company and switch them.

If I could I would give this company a zero. It is by far the worst company I have ever dealt with. I am easy to please and this company has not even come close to it. ALL I want is to talk to a manager that knows what they are talking about and can explain stuff to me without having to transfer me to a different department. They were first contacted almost three weeks ago regarding our AC unit being broken. I am still dealing with them. What is the most upsetting is that I never get a phone call back and every agent says something different.

I wanted to get a warranty to safeguard my property. I got one from HMS and it has been very valuable. However, there are services and little things that they don’t cover. Also, some of the vendors are okay and some are not. But when I call HMS back, they get me somebody else.

We’ve been with TotalProtect Home Warranty for quite a few years. The one we previously had didn’t cover near as much as they did, so we decided to switch. When I file a claim, I go online and search for what I’m looking to file a claim for. Usually, they’re very good at getting back with me to tell me who it is that’s going to be my provider. Also, I haven’t not had any trouble with any of the technicians. They’ve all been wonderful and it’s always the highest, professional work. I’ve never had to call anybody back to fix something they’ve already done.

TotalProtect was better than other home warranty providers and they covered better. I'm now with them and I've gotten contractors to do the repair all the time. Whenever I called them, I usually got somebody out here within 24 hours. My dealings with the reps have always been excellent. When our air conditioner broke, the whole air conditioning unit and the heating had to be replaced. That went very smoothly and we were satisfied. I call the company that put our AC in every year and I have them come out and service it. But this year, I had to use TotalProtect because my line had gotten stopped up, although I could have fixed it myself if I had known that.

I have been a member for close to a year and never submitted any claims prior until my ac started not cooling during late June and I filed a claim. The claim was filed and the next day a service rep called and came by to look at my ac. He came and checked and said I was low on coolant and the ac probably had a leak somewhere but he couldn't do it until it he submitted his paperwork for approval and he would call once it was approved. Well it's now August 2nd and I have not received a call back, I called him a few weeks ago and he said it was still not approved. I've tried calling the company and submitting a request online but no one has gotten back to me nor has the claim been resolved. I can't believe it would take so long to get this finished up.

I have been a customer for 10 years. They debit my account every month for the payment. I gave a 30 day notice to cancel because of crappy service. My washing machine is leaking and instead of writing a service claim they are stating I owe them money...I can give every transaction number for the last 4 years pf payments fro my current account...I do not owe them anything...This is the service they provide...

I just purchased a home and a week living in the home my air conditioning unit stop working. This has happen in the summer when the humidity has had been over 90% daily. I submitted a claim a month ago and still have not heard from HMS or the company Naab Air Services whom they have contracted the work to. I have contacted HMS on several occasions and while the customer service is great, I keep getting the same answer “parts are being ordered”. I am not sure where these parts are being ordered from but I doubt HIGHLY it takes a month to get a air conditioning unit! I have been extremely disappointed with the fact HMS will allow cases to drag out this long or continue to contract out to a company like Naab Air Services. I would never use HMS again!

I have a couple of houses with Cross Country. One time, I had a little problem in getting them out because they had to put a part on it but we got that straightened out. Then one day, my tenants called and told me that they didn’t have heat so I called Cross Country but they said they couldn’t send out anybody that day when the temperature outside was supposed to be 100 degrees. They said somebody would come out the next day at 12:00. We waited but nobody came.

Things happen to your home and it’s good to have a home warranty. I have been with TotalProtect for quite some time and submitting a claim has been very good. I do it over the phone and they send people right out and they do what they have to do. They also send people out for maintenance and so far, I have had a good experience with them. The technicians were friendly and knowledgeable of what they were doing. TotalProtect is a good company to go with and I have had no problems.

The process of submitting my claim with HMS Home Warranty went very smoothly. I had a very good relationship with the contractor who came to work on my air conditioner. In a matter of minutes, they fixed it. They did very well, too. I'm satisfied with HMS Home Warranty and I like their price as well.

I placed a claim on 6/21/18 for my a/c unit at my townhouse. As of 8/2/18, the a/c unit HAS NOT BEEN REPAIRED! I looked online and saw that Total Protect was waiting on parts, you have to be kidding me?!?! It has been 42 days without air in the summertime in North Carolina. I finally called to Total Protect and they tell me that "the parts came in today 8/2/18 and they contacted the service provider and they placed us on the next available run". Well the next available appointment they have is 8/9/18. Making that 49 days without air!!! I never would've have purchased this plan if I knew it would take that long to get repairs handled.

I have never written a bad review thus far, but my experience with HMS has compelled me to create an account here and write a review to share my experience. An issue with the plumbing system in our house caused us not to have any water since July 29th. We called on the morning July 30th for help, and we were told this is an emergency and it will be forwarded to Dispatch Department for immediate service; we never received any call or email or any help that day. So we called again on during the early morning of July 31st, requesting help; we were told this is an emergency and it has been marked as an emergency in the system and the Dispatch Department will reach out to us later in the day and told us to call back if we did not hear anything that day.

Placed a claim 7/18/18 for a/c parts to be ordered. Was told it would be 3-5 days. It’s 8/1/18, and they’re telling me the parts will come any day, but they don’t know the tracking number or even if the correct parts were ordered and when they’ll arrive. I have a child born prematurely that has lung issues. We’re keeping him safe, but it’s frustrating to pay for a warranty in which you can’t have the peace of mind when you really need it.

Product was appealing because of ability to pay monthly via inclusion in my monthly mortgage payments. But, ultimately so not worth it.

I had a well pump go out, called HMS and opened a claim. A company showed up but was not equipped to handle the job. I called back and was told that there was not a company within the HMS system that would have the required equipment but I could find one on my own, pay for it out of pocket and get a reimbursement in 4 weeks.

HORRIBLE customer service! I filed a claim for repair of my dryer over 2 weeks ago. They sent Sears out for the repair 5 days later. Sears had to order parts.so rescheduled appointment for 7/31. Sears came to install the parts. Parts did not fix the dryer. Now they say they have to order more parts. Unsure if that will fix it or not. So, I'm supposed to wait for another week to SEE if they can fix the dryer. Meanwhile, the charges to Total Protect is already close to $400 (with dryer still not fixed). I called TotalProtect to see if this could be expedited or if they could replace the dryer. NO CUSTOMER SERVICE! They told me to wait another week. I asked to speak to a supervisor. They said they are busy. I asked for a Supervisor's telephone number. They said they can't provide that. They simply don't care. I will be canceling my home warranty with them and go with another company. So now, I've paid the $100 deductible plus I will need to go buy a new dryer because they are not doing anything to get my dryer repaired or replaced. HORRIBLE CUSTOMER SERVICE!

We signed up for a home warranty with this company via our mortgage provider. We thought we were covered. The warranty company allowed the coverage to expire without notifying either us or the mortgage company! Now the mortgage company won't refund our money, and our a/c went out 7 days after this company let my coverage lapse, which cost me $5000! I'll never make the mistake of using them again. If I could give less than 1 star I would.

Hello, I'm actually in the process with them regarding a claim for my AC unit. Open the claim was ok, the AC contractor came and did an estimation. It will cost $8,000. Now, HMS is saying they don't cover because previous owner had same evaluation from the contractor and they didn't fix it. That's not true, and if it is they must show me the proof. So far they asked to see my home inspection report, I hope it will work... If not, I will need to go to arbitration.

TotalProtect Home Warranty answered questions throughout the years and my most recent claim with the washer was very easy. I just submitted what I needed and they got back to me to let me know who to call to get it repaired. The repair person was here within a week. He needed some parts, so he got the parts and came back as soon as the parts came in. Everything went smoothly and he was able to fix the washer.

Cross Country Home Services is the first home warranty we've used. They were sponsored by our bank and we've had them quite a few years. We usually call in to submit a claim and they used to be very quick to get someone out but now, it's getting slower. They've been saying that there were no people in our area that will do the preventative maintenance check.

My realtor bought HMS Home Warranty and we've had it since about the end of March. Submitting a claim was pretty easy. I called the warranty company and they gave the name or number of the contractor. Then, I called the contractor to schedule an appointment for someone to come out. The interactions I've had with their contractors have been pretty nice. They were very mannerable and they explained things to me. And as far as any future problems, I just give them a call back. It was good customer service and thus far, I've had good interaction with the company.

When buying a home warranty package, companies usually tout how they take the headaches out of dealing with home repairs, and how they can save you time and money. Don't buy it. We have a home warranty as part of our house closing on May 21. On June 8, our microwave went out. It still has not been fixed. The first appointment that Cross Country set up never occurred. The second one happened but the guy couldn't fix it and gave up. The third one Cross Country scheduled never came. They then told me it was up to me to find a repair shop. So then I worked with Sears Appliance Repair, which after jumping through numerous hoops, I finally got someone from Sears to come to our house on Friday, July 13. This was after the appointment I had previously scheduled on July 12 was mysteriously canceled by Sears.

Folks - Has been 9 weeks since end of MAY 2018. 7 servicemen have been to my home over the last 9 weeks for my washer. They have deemed it NOT REPAIRABLE, yet no claim credit has been issued. 7 agitators ordered - 7 service calls. This is nothing short of absurd.

I have a TotalProtect account for a long time and have three properties covered by their insurance. Their reps have been excellent. Whenever there's an issue, I call and tell them what's wrong. Then, they would tell me which provider it would be and give me the number. The provider would call and we would set up an appointment. The provider would come and evaluate the problem and if it's something they could fix, they would. And if they couldn't, they wouldn't. The latest company that came was Yates Electric. It was for a checkup and the lady that came was excellent. She did a full evaluation of my house in terms of what I needed to do and then Mr. Yates sent an estimate. Overall, I was very impressed. TotalProtect is a good insurance policy.

I got a card from my mortgage company with my mortgage bill and it said that if I wanted to get the warranty of Cross Country Home Services, they can add the warranty payment to my mortgage payment, so I did that. I've used my warranty a few times already. I usually filed my claims over the phone and my interactions with the reps have been pretty good. But with my last claim, they took a long time to find a contractor for me. Then, when they found one, they were supposed to call me and tell me they had done that, but they didn't, so the communication was poor. Also, I was told a number of different things that were incorrect by a rep who may have been new at the job and not quite experienced enough.

I'm very happy with HMS. I'm an agent, and I use them also. My experience submitting claims online has been very good and they usually get me service within 24 hours. Their techs have been very good at work too.

When we bought our house, HMS Home Warranty was offered to us and we went along with it. Our experience with them has been good up until the most recent claim, which has not been good. On June 20th, we initiated a claim for our washer, dryer and refrigerator. None of those three claims have been completely resolved and we’re now on July 27th. We've had technicians come out. Moreover, we’ve had three technicians for the refrigerator. They misdiagnosed and ordered the wrong parts. Then finally, it has gone through for replacement. That’s where we're at with the refrigerator.

I would give less than 1 star if I could! First we asked them to fix a washing machine, when it wasn't fixed a couple of days later, they told us it would be another $100 deductable...since we didn't want to put $200 repairing a broken machine, we bought a new one out of pocket. EXACT same thing happened with a dryer. We filed a report about our garage door and when we couldn't get the contractor to call us back, they said that it was the only one they had, so they didn't fix our washing maching, our dryer and now our garage. If that was not bad enough...our air conditioner has gone out with heat indexes in the 100's. My house is so hot, my wood floors are starting to warp. Instead of letting the repair man pick up the part and fix it, it has been in "RESEARCH' for SIX DAYS...how long does it take to google a part in this day and age???? We call then every day to be told every day that is is in research....then whenever it gets out of research, they will have to ship the part. I have a young child and 3 dogs who are really suffering. My poor dogs are constantly breathing so hard, I am concerned. At this point, I am about to file fraud charges with my state attorney general and seek legal help.

I was a new homeowner and I wanted peace of mind in case something goes wrong with my house. HMS Home Warranty was referred to me by my friend who had a good experience with them. I go online or call to submit claims, whichever is convenient at the time. In the beginning, it was kind of a hassle to do it as it used to be all call and my interaction with the rep I spoke to on the phone was not good most of the time because of the long wait. And sometimes, we get disconnected for some reason. After that, I started switching online and even online sometimes, I can’t describe what exactly the problem is and I want someone to talk to.

I submitted a claim for my refrigerator June 20th, a tech came out, and said the control board was defective and he had to order a part. A follow up was done on July 6th and he said the replacement board was defective and they would have to get a new one to replace the new part they just put in. Another week goes by and the new part is finally installed, and once again the refrigerator is still not working. I call and ask for another company to come out, and they tell me they will be there that afternoon, but no one shows up. it is 39 days later and I cannot get someone to come and fix my refrigerator, or my problem solved. Paying for a service I am not getting

I have an HSA account that is good from October 2017 to October 2018. My A/C went out back around June 13th and it is now July 30th and still no A/C. I live in Maryland where we had almost record breaking temperatures the next couple of weeks after the 13th of June. I have been in contact with my home warranty service since June 13th about 3 to 4 times a week trying to get someone to fix my a/c. They always tell me someone will contact me within 24 hours to schedule an appointment, and no ever calls or shows up. I have asked to talk to a supervisor numerous times and they always say the managers are busy. I would just like to warn everyone that this company is a scam. Do research on it and you will see for yourself.

The biggest hold up I’ve had in the whole system of HMS were the times when we put the claim in until you ask to get response back with the unit or the issues being repaired. I’ve had some major problems with fixing it. I’m a little more concerned than most people. I’ve got cancer and without an air conditioner going into the summer months are very tough. I called HMS several times. They did put me on the priority list as far as a medical priority, but it takes a little bit long for them to react to the issues. This last time they took over two weeks to make a decision on replacing my part. They’re short on people. They don’t have facilities or the resources to be able to make it happen quicker. They need to get more people involved. Two to three weeks to get changed for a unit is a little too long in the summertime but overall HMS is very good.

TotalProtect's customer service is fantastic. I’ve had TotalProtect ever since I owned this house and they have helped me with considerable amount of issues. We’ve moved over here from Alabama when I bought this house, and the mortgage company which at that time was Bank of America recommended TotalProtect to me. Submitting a claim with TotalProtect has changed a bit now because they want me to submit it online. And I’m not good at computers so I called and kept asking for a customer service rep and they kindly connected me. I’ve always placed it with a customer service rep before. In the past, the contractors that came out had been fantastic to deal with. There had been occasional issues with appointments set out late, which they would call and tell me that they were gonna be around a little late and if it was not okay, then we would reschedule.

I've been with Cross Country for around six years now. In the beginning, I thought they were a good deal and the best thing that ever happened to me. With things being fixed and the copay at $75, I didn’t see where anybody could beat that. But now, I'm sitting on the edge because there was a $100 that went up for my copay and in different days, they do not pay for the half for fixing the house like for the outlet. And on the outside of the house, they absolutely do nothing. They should take on more responsibilities in what they’re doing because I’m paying my monthly fee. And then I have to pay $100 on top of that for anybody to first come out and then pay if there’s anything left to pay. Also, during the hurricane season, calling them to get somebody out was bad. Other than that, everything worked out very very well. I feel safe having Cross Country. However, if something else comes along offering a lower bid, I’d take it.

The previous owners of this home recommended HMS Home Warranty for me. I am satisfied with the claim submission, and the representatives are smooth and kind, and we have good communications. Sometimes, however, I’m not satisfied with the technician being sent. If I ask in detail, they just do not explain in detail. If I call them, sometimes they also do not take my call. In those cases, I would call the HMS representative instead. He would then explain kindly and sometimes they would change the provider, and that was good.

Our air conditioner quit blowing cold. The first company Cross Country called out, that was in June, said they replaced the capacitor and got it working again. I had to put in an extra $100 to claim it. But then it started messing up again. Also, I couldn’t get these people to even answer the phone or return my calls -- I've called at least six times. That was hard. It was heating and cooling. So, I called Cross Country back, and they sent out Seely, and they seemed to be good. When they came out on the 18th, they were going to order something and they said it would take five to seven days, and I don’t know if that was workdays and included weekends or not. We are still waiting for the part. We've been with the company for a long time already, but I'm not very satisfied right now. But, overall, I'd still recommend them.

I like that Total Protect responds. Their reps are very polite when I talk to them. Also, the technicians they send out are good and what they do works.

I was looking for a home warranty for my new home and a co-worker told me about TotalProtect. He seemed to like what they did and I trusted with what he said so I got their services. I've been with TotalProtect since 2014 and so far I'm doing all right with them and they've been saving me some money. However, I've already had a couple of issues with them. It's hard to talk to them on the phone and I never get anybody. So many of my dealings with them have been online since it works better as compared to their phone services. I've told them about it but it didn't have any effect.

My experience in filing claims with HMS Home Warranty has been positive. I file the claim then they send somebody out and I pay my deductible. The representatives I've dealt with and all of the technicians I've used were courteous and professional except for one company. Their time frame was too long and I used someone else. HMS used to cover faucets though, but they no longer do that. Otherwise, what HMS has done so far for me is what I've expected. I've been satisfied with the warranty and I've recommended to other people. It's worth the expense. You hope that you don't have to use it but if you do, it's reliable and it saves you money.

We've been in this house about 19 years and we've been with TotalProtect about half that. The monthly price is fair and the coverage has been good. The first three times that we called TotalProtect, the item we were calling about was not under coverage, but since then, everything has been covered. My wife remembers it and it was for our garage door opener. The service covers everything except the spring and the spring is what broke. At that time, she was saying, "What good is having the service if what we want to be done isn't covered?" Ever since then, when we have had a problem, she kinda brings it up again and says, "Why don't we just put some money aside rather than paying the monthly fee." But I'm of the opinion that, overall, it's still a good value. The exemptions from coverage are not unrealistic and I understand normal wear and tear.

I’ve been with Cross Country Home Services for several years. It’s very difficult to get a hold of anybody and when I do, I don’t really get all the right answers. One claim that I put took almost an hour and I was on hold for 53 minutes. It seems like every time there’s an issue, they seem to dance around what they are gonna reimburse me or how they’re gonna correct the problem. I’ve had a plumber come out several different times and said, "We don't cover that," "We don't do this," and, "We don't do that." I’m paying them X amount of dollars every month for whatever reason, but then I have to pay the deductible and whatever the service problem is and I still have to pay for the guy to come out.

Not to long ago, we signed up for this company called “Total Protect Home Warranty”. They are supposed to be able to help with the protection of home appliances. If anything goes wrong they send someone out to fix it. We called them over A MONTH ago about our hot water heater leaking & still have not had our issue resolved. We want service and a new hot water heater. Up to today I’ve tried to contact them in a different way. They have disabled me from commenting on their Facebook page. Yet I’ve seen post from other customers of theirs that are all negative. Despite them not posting regularly, they do make an effort to monitor their page for anything they consider negative.This company is TRASH! Don’t waste your time or money!I WILL BE REPORTING THIS PAGE TO FACEBOOK FOR SPAM & BEING FAKE. ON TOP OF THAT I WILL BE REPORTING THEM TO THE BETTER BUSINESS BUREAU SO THEY KNOW WHAT KIND OF CRAPY BUSINESS THIS SO CALLED COMPANY REALLY IS.

I could not be more dissatisfied with HMS Home Warranty service. I would not recommend this service to anyone. We have been using them for approximately two years knowing that after we had bought our home some of the appliances were older. They have come out multiple times to fix our A/C unit, and that was fine apart from their lack of any screening process for service providers. Some of the repairmen knew less than I did, the job took much longer than it needed to and with sub-par craftsmanship to boot. However, when it broke the latest time, the technician came out and told us that there was nothing to be done to fix the unit, albeit 85+ degree in our home with the thermostat set to 74. Our A/C unit is 22 years old and it had run its course.

Cross Country has been fantastic. Every time I've had an issue they've been able to get someone out quickly to resolve them. Whenever I call in my communication with them has been usually instantaneous. They ask for my contact number or account number and what the issue is and the next thing I know I'm connected to someone. I know it's difficult for them to find someone who is able to do it, but interacting with them has been very good.

We got TotalProtect from our parents, who first got affiliated with them when they were living in Virginia. We looked into it and at that time, they weren't offered yet to New York residences, but they told us that they would call us when they do. And when they did, they called us and we signed up. Submitting claims is pretty easy. I just call them up and state what my problem is, and they give me a number to call. Or sometimes they even call the number for me or connect me to the person that I need to talk to, whether it'd be a plumber or a refrigeration repair person. Or I'll call them and then I set up an appointment, and then the persons come to the house. Usually the technicians are pretty friendly, and most of them that I've dealt with are honest and upfront. They've never had to come out more than once and I've never had to call and complain.

I inherited my HMS warranty when I bought the house that I’m living in and my claims has gone very well but the last two have been horrible. The first one had to do with some bathroom fixtures and the technician claimed that I had to put in a different style of fixture or I had to pay him extra to have the fixtures that were originally there replaced. Then what I found out subsequent to having the fixtures put in was that the warranty company would just authorize the fixtures I had originally and then I would just pay the difference in the cost but he never told me that. Because of that incident the warranty company refunded my deductible because they were so upset that the technician had misled me so far.

If you look forward to wasting your time, then this is the company for you! I had a plumbing leak, a broken A/C, Dishwasher and Dryer, so why send only one person out to look at all three when you can send three separate people on separate days. The A/C repair guy showed up to tell me the A/C is broken and needs a new compressor. Then he left without fixing it because he has to wait to hear back from HMS to see if they will cover fixing it and if they need to send him the parts. So I am now without air conditioning in the middle of summer!

I received our home warranty with HMS Home Warranty three years ago when we bought our house. I have since renewed the warranty twice and had never had issues with them... until now. Our hot water heater stopped working so I placed a claim on 7/15/17. The plumber was out on 7/16 and stated that the part that broke is no longer made by the manufacturer and that the water heater would have to be replaced. I was required to pay not only my $100 deductible, but an additional $350 for upgrade parts, a permit and removal/disposal of our current water heater. The plumber told us that he had noted on our claim that we had a small child (a 10 month old) and that our claim should be expedited.

Dealing with HMS was hands down the worst customer service experience I've had in my life!!! My family was without AC for 28 days in the month of June (we were in a heatwave) due to their delays, negligence, bold face lies and horrible customer service. (But of course they continued to charge my credit card for the monthly service fee of $59.99.) The only reason I heard back from anyone was because I complained on Twitter!! Yes, social media. HMS actually blocked me shortly thereafter, but that doesn't stop me from tagging them or tweeting about them. Anyone I can save from this nightmare, is a win for me!!

I have been a loyal warranty customer of Total Protect since 2008. I have had few claims over the years. However, as with most in the warmer climates across the US, my air conditioner stopped cooling. I contacted Total protect to place a claim on 7/13/18. The Total protect contracted service rep for the local company came to my home. I immediately was asked for my deductible. Which I paid. He filled my freon and left. within hours my unit had stopped cooling again. I contacted the same company as instructed by Total Protect. This time he came out and inspected the unit. He found 2 leaks and said that 2 coils required replacing. During this time I developed an upper respiratory infection from the severe temps (heat index over 100 degrees) and humidity in my home while awaiting repair as I am asthmatic. I forwarded over the documents left with me by the service tech over a week ago after SEVERAL phone calls and rude treatment.When I call to follow up, I am assured that the call will be escalated to a medical emergency and I will get a call with in 24 hours. Well, the follow up phone calls have not come as promised. The representatives for total Protect get very rude and explain that there is nothing that they can do. With every phone call, I am being told : "it is in research". My service experience with total protect has been the WORST that I have experienced. It is apparent that Total Protect DOES NOT CARE ABOUT THEIR CUSTOMERS AND DO NOT WANT TO DELIVER ON THEIR CONTRACTED PROMISES. All they do is have you wait and wait again.

We had Homestead Home Warranty before but when my air conditioner went down and they had to replace it, they let me go because I was so much out-of-pocket. Thereafter, I have been with Cross Country. for several years. Working with their customer service reps has been great and I've never had a problem at all. I find that my coverage with them is pretty good. It's supposed to do appliances, plumbing, electrical and AC.

I submit the claims with TotalProtect Home Warranty over the phone and the reps are very polite and very nice. When I submit a claim, they mostly come out, the same day or the next day. However, I had trouble one time and it was with the company that they had told me that was coming out to do the work. They came out and got my $125, but they didn’t come back. Still, that has been corrected. They said it was the water or something got in and the stove got wet that's why it had stopped. Even so, they could’ve followed up, but they didn’t. Nevertheless, everything else has been okay and I like TotalProtect very much.

HMS Home Warranty was introduced to me by my realtor and I got them for security and insurance of my appliances. I submit my claims either online or by phone. One time, my microwave oven just stops working. It’s a convection oven. They looked at the parts and they said that they were gonna order it. It took them about two months. When I called them, they said that they can't find the parts. Basically, the parts are not being produced anymore. So, they said that they’d just replace the microwave with a new one. It took them another two months before making a decision of where to get the appliance. Also, I was usually the one who’d call them to inquire about my microwave. I ended up buying another one while waiting for them to fix my microwave. And, after four months of calling and inquiring, they finally sent the replacement for my microwave.

called total protect 6 weeks ago to repair my clothes washer. The first company they sent to fix my washer was Sears. They would not work on the washer because they could not find a model or serial number. The second company they sent to repair my washer was Speedy Air. The technician determined the motor needed replacement. One was ordered and the techniciam came back to install new motor. After the technician installed the motor when he turned the washer on smoke" came out of the Control Panel. The technician said it was a "bad board" in control panel. Speedy Air notified me they could not get a new board because they had no model or serial number. TotalProtect is using a delay tactic saying they have to research the type of washer I had before they could replace the washer. Still waiting.

this is the worst company i have ever worked with ,do not waste your money ,they are hard to reach ,make promises that never happen .I have been 6weeks without a dishwasher or an answer as to when it will be fixed , absolutely terrible service actually no service

I've been using TotalProtect for a long time since the monthly for the premium is a good plan and that I like everything that was offered to me. And even though the deductible went up, it is still a minimal cost compared to paying out of my pocket the full amount if I have to replace my air conditioner, furnace, or water heater. Submitting claims was very easy too. When I called, I just set it up because it was a maintenance order. Then I contacted the contractor to schedule an appointment. They then came to check my air conditioning unit to make sure that it was working properly. The tech who came was very nice, helpful and knowledgeable. He knew his job and explained some helpful information as far as what to do with the air conditioning unit outside when a little pollen flies inside or by the outside unit, which is to spray it off with water. I'm confident with the quality of their service.

Setting up a claim with HMS was easy enough, but it would've been nice to talk to someone when filing for the claim instead of it being all electronic. The contractor was a pain. They were supposed to come out one day, so I took off work. They called me 18 hours before they were supposed to show up and said they were gonna have to reschedule me, and they did that twice and when they finally came out, they were two hours late. They only had to put in a small jumper wire, and the quality of their work was all right.

TotalProtect’s people on the phone have been fine with me. I've kept a TotalProtect home warranty for about 13 years because I don’t have to go reprocess everything. I don’t know how to fix myself so I’ve had to use them even though they raised the deductible this year and they stopped repairing one of my items. Usually, I also have to wait longer when dealing with certain technicians from across town or county. The nearest technician is about 50 miles away. I’ve had no issues with the quality of the work that’s been performed so far though.

I’ve have had a good relationship with Cross Country Home Services since we’ve been with them. I usually call them to file my claims and explain to them what’s going on. They, in turn, tell me what I can do and they look into the situation and see what they can do. The only problem I have with them is that they don’t seem to have anybody that’s in their network close in my area which is in between St. Louis and Kansas City. Lately, I had to find someone here in my town to see if they’d go do a claim. Also, it takes a little bit longer for these contractors to get out and I have had experiences with some of them who said that they don’t wanna get involved with the claim.

DO NOT USE this company. We are going on our 2nd week waiting on them to come out and replace our central air. Every time we call we are put on hold for long periods of time. Some calls we get disconnected. When ask to speak with a supervisor you wait longer. Horrible customer service. They tried to send an off brand unit to the HVAC people that they don't even use. I will be doing more research on this horrible company so no one has to be put through the stuff that we have gone through. I tried explaining to them that it's 85 plus degrees in my house due to us not being able to open the windows due to my son have allergies. I will call all surrounding real estate companies and advise them to seek other home warranties and not to offer this company to anyone. Poor Company.

I have been with TotalProtect Home Warranty for years and my experience with them has been great. When I submit a claim, I usually call them and they put everything in place for me. Recently, I had somebody come by and work on my dishwasher which was taken care of right away. The contractor was good, on time, precise as well as knowledgeable about what was going on with my dishwasher. Additionally, they were friendly, courteous and helpful. Once they completed it and I paid my deductible, they told me that if I needed any follow-up, just give ‘em a call. Everything went smoothly.

They do not deserve the 1 star rating. My A/C unit broke down on July 8th, 2018. The temperature outside was 120 and inside the house 130+. We placed the call, they made the arrangements to have AF Services come to the house to inspect the AC unit. The technician didn't even have a ladder when he arrived to the house and the AC unit is on the roof. The technician did not write the problem on the report or the make and model of the unit. It has been 3 weeks and Total Protect has done nothing to fix the problem. I have asthma and cannot breathe inside the house. I have called Total Protect every day but they hand up on my calls. The case manager does not care about my health condition. I will hold them responsible if I have an asthma attach and end up in the hospital. If you are looking for home appliances insurance, do not sign up with Total Protect, all they want is your money. They don't care about your problems when you need help.

Submitting a claim at HMS Home Warranty can be a little bit difficult sometimes. At certain times their reps have been very good at communicating and other times they have been the pits. Most times the technicians HMS had sent were very, very good. But I’ve had one that was not worth the effort he put into driving here. It took about three different times for them to find somebody who would come out and handle the service on this piece.

I've had a warranty in my home for over ten years with Cross Country. I switched my contract with them over to their Residential Gold package, which is a warranty that gives preventative service. And recently, I had an AC claim that was denied. A contractor also came out last month and they fixed the AC unit. And then a month later, it's doing the same thing, but they were saying that it was something else. The claim was stating that there was wiring done wrong. And I told Cross Country that the only people that would have done the wiring would have been a company that they have sent out to my house. When a company came out recently, they told me it was not covered and they wanted me to pay $650 for the repair. And so I told them that I'd figure it out. They also told me I had replaced a whole bunch of stuff on the unit and that wasn't true.

Our AC unit was diagnosed by the HMS-designated service provider as needing repair and replacement of parts on July 10. Now I will say that they were able to get a provider in relatively quickly since we called on July 8. However, since the point it was determined we needed parts (HMS’s financial responsibility), HMS has been doing everything possible to stall and not follow through. Additionally, despite the fact that I have coverage, I’m still looking at $2,000 in “non-covered” expenses, which is suspect.

July 11th Sears service tech came out to repair AC. Said it is not repairable. He spoke to his supervisor who authorized a replacement AC unit and all parts. Tech said to wait until Monday to contact warranty company if we do not hear back from them. Called on July 16th, the customer service person was as rude and ill informed as a rock. Had been sent to 6 different transfers back and forth to the same two groups. Group 1 sent me to Group 2, Group 2 sent me to Group 1 and so on. Finally had to HANG up on rude CS person and called back. Got another CS person who transferred me back and forth again... Finally I got a person who said the claim was in "research" but I had to wait.

In May, our AC was already having trouble keeping up with warm weather. We filed a claim with HMS. A technician came out, looked over everything, then told us that we had low pressure and they would need to run a pressure test on the unit. He didn't have time to check the pressure that day, so another technician was scheduled to come out.

Total Protect hides the actual cost of repairs by telling the customer that they might incur a slight or small additional charge from the service company (in this case replacing a hot water heater). When asked about these additional charges, I am always told that there "might be" an additional charge of a "few" dollars. My additional charges is over $400.00. To make matters worse, it has now been 20 days since I filed a claim with Total Protect, three weeks to make a decision as to whether to repair or replace my hot water heater. Now the Total Protect service reps that I am talking to are blaming the local service company for the long delay. I know that it has been Total Protect that has made this process go slowly. Their own service rep told me on 17 July, that the section that researches the parts needed had been sitting on my claim since 12 July with no action taken. When I asked her what she meant by “sitting on it” she realized what she had said out loud and tried, poorly, cover up what she said. I have ask twice to speak with supervisor from Total Protect without success. Twice I called Total Protect and was told that they were waiting on the local service company to complete an action. Each time I had already talked with the local service company prior and verified that they had completed their portion. That being said, the information that I received from Total Protect was inaccurate and unreliable. I feel that Total Protect misrepresents the non-covered portions of these repairs and the dollar amount associated with them. Total Protect tries to make their service seem like a convenient, cost savings way to make repairs to your home. But the run around that I am receiving, along with the understated non-covered costs are starting to be a great headache and a stressful situation for me and my family, now going on 4 weeks without hot water.

We called days ago to report A/C not working and we're told there were no service reps in our area. Really? Tyler has plenty of reputable A/C repair companies-then we were told that there could not be service until August 2. This is Texas! It is 105 degrees out- they want us to wait 12 days from the day of initial claim. The service is terrible. We have been a customer for six years! This is unacceptable. They use service people from remote surrounding areas to save a buck. Call a reputable Tyler company and stand behind your commitment to customer service!

My refrigerator stop working. It took 4 days to get someone out to look at it. The repair an said it could not be fixed and sent a report in to them that it needed to be replaced. I have been wait about 2 weeks for the research department to authorize a replacement. And they also let me know that I would have to pay 50$ for some kind of extra fee when I already pad a 125$ deductible. I have been a customer for about 10 years.????

I've been very satisfied with Cross Country Home Services. We’ve kept the warranty because I travel a decent amount with work and that way, if something breaks or happens, my wife doesn’t have to worry about getting someone. We can just call our home warranty and then they'll find a service provider. Also, there are savings that go along with that. I have Cross Country's gold plan so it would cover appliances. We had appliances covered under the manufacturer’s warranty when we initially bought them, but once that expired, we moved them over to Cross Country.

I've had TotalProtect Home Warranty for about 15 years now and I hate their deductibles. It's $125 where everybody else has charged me $60. But the claims reps were very pleasant and the technicians have all been very helpful to me.

I have completed my first year with TotalProtect and I just renewed this month. Their price point and what they offered was very competitive than when I had Sears before. Also, it’s easy to go to TotalProtect’s website and I can do my claims online. I just put my information in and get a claim number. Then it gives me a vendor to call. I call the vendor and I give them the claim number. The process was pretty seamless. However, I had a couple of issues with plumbing in my residence and whoever vendor they set up initially, I wasn’t too keen on the company. They did not give me the service that I was expecting from TotalProtect. Still, the plumbing worked fine with the vendors that they’ve designated after that.

Living in Texas can really be hard in the summer months especially when your AC units both go out. Units went out on July 4th 2018, filed two claims for both units, contractor Circle J heating and Air diagnosed on the 9th, didn’t turn in report until the 17th, claim department was not helpful the first 4 attempts, asked 3 of the 4 to speak to a supervisor, was told no supervisor was available. We were contacted. We have medical and emergency status on our claim and to date we still have no information with regards to coverage or when we may have repairs to either unit. We have been out of pocket for hotel stay and window units at this point and feel as a customer with the highest level of coverage they offer justice has not been served. Not sure we will renew or keep this policy once the problem is resolved. Looking into retaining an attorney at this point to help protect others from this type of service.

I've had a good experience with TotalProtect Home Warranty. I recently submitted a claim for my AC and the technician who came out was very friendly. He called and let me know what was going on through the whole thing. However, my air conditioner can’t be fixed and TotalProtect is gonna replace it, but I’m still supposed to pay almost $1,700 in addition to what they are paying. I don’t think that’s right.

When I bought the house six years ago, the warranty was complimentary so it just started working. My interactions with the claim reps have been great and they got it done. I've had a lot of claims over the years and everything has been good with the technicians.

Initially, I heard that Cross Country had excellent service and I wanted to try them. I’ve been with them for a few years now and for the most part, they've been good. I had a problem about four years ago and it took them a little while to get the claim resolved but we finally got that ironed out. And recently, the service has been good. A lot of times, I use the computer but when I call, their representatives seem good and the contractor comes out the same week. It’s pretty much on time. The deductible went up a little bit to $100 but it’s not too bad. I like the service a lot and I would definitely recommend them.

Last year, early 217, we had a very rocky relationship with TotalProtect when they delayed payment on our heat pump replacement for months. In fact, they delayed payment until the week after we wrote a scathing review of their service and payments. We cancelled the policy in May even though it did not renew until August of 2017.

HMS Home Warranty was the home warranty provider that the sellers chose when we were buying our house. They paid for it for a year and we’re still in that year. Once, I went online and submitted a claim to have someone come and look at our toilet, and then called the plumber they provided. I paid the copay, they came out, and that was it. It was good. The only issue we had was that the plumber that they originally contacted was closed on the weekends. So when they went to go pick the callback up, HMS had already recalled the original claim and passed it on to a different plumber, but the first plumbing company that we already called was able to get back and complete the service. Other than that, I will probably keep my warranty with HMS. The stuff in our house is relatively new, but the house itself is a bit older, so it pays for itself pretty quickly.

My water heater went out on June 26th a tuesday. the first repair company they sent me to said it would be almost 2 weeks before the could come out to look at it. The second company came out on Friday the 29th, tried to fix it but said it needed replacement. He told me this company takes a while to and to keep on them. Well here it is July 23rd and still no water heater and today the company is not even answering the phone. They direct you to a website to check on status but the website only takes new claims. I have called several times a week and they tell me the claim is in process and a decision hasn't been made and each time I call they say it a will take 24 hours to 2 days for a decision. I am ready to cancel the policy and just get the water heater myself. Really not the kind of security/peace of mind I was expecting from an insurance company.

Submitting a claim at TotalProtect has been great. I call them and it's fast, but if you have to call back with some questions, it doesn't work out too well. When I used them for the dishwasher, it was a headache. The guy took almost three weeks to get back to TotalProtect to tell 'em what was wrong. He blamed them and when he saw that I was really pushing it, he resent whatever he had to resend and it was resolved. But when I used TotalProtect for the air conditioner, the company that came was phenomenal.

When we bought the house, HMS Home Warranty came with it. They have been fine so we stayed with them. I call them when I submit a claim and their people would answer and they do it for me. Their claims representatives are very helpful and they help me get the numbers for people. And the technicians who came to my house have all been great, otherwise, I would have canceled. Also, if there was an issue, I would call back the number and they would send somebody else. Since having HMS, it is good knowing we won’t have to spend way too much money if something really big breaks. And if ever the rates go up really high, we’d probably forget it. But it is helpful that HMS renew us every year. They let us know ahead of time and spread out the payments if we can. We have referred HMS to a friend and to my sister.

I've used the services and the benefits of my Cross Country plan multiple times and I've had pretty good results. I'm happy with it. It's a good service and I would strongly recommend it.

I saw TotalProtect on our mortgage with the other place that we had and when we refinanced I wanted to keep it. We took the old telephone number and went directly to them. We called to make sure that we got it, we didn’t miss anything and that they added it to our monthly payments. Not on our mortgage but separately because we needed it. You can have something that’s two years old and it starts breaking down. I bought good products and they shouldn’t break down one bit. The day after we took the warranty, there was nothing wrong anywhere and we just wanted to make sure that we had it so we didn’t have to worry about anything. Then the dryer went out. It was something about the belt on the inside so we had to put in a new belt.

A friend of mine had Cross Country before she moved. I also signed up and so far, I never had a problem with their customer service. They’ve always been very nice and pleasant. The people I have dealt with were also courteous and very professional. When I called and talked to them, they sounded like they were concerned about my issue and they kinda took me step-by-step about what the process was. And if I wasn’t satisfied with something I could give them a call back and they'd all help me try and locate someone new. Some of them even gave future reference information.

TotalProtect called me and I took the home warranty as they made it very interesting. I call them for claims. With my most recent one for the air conditioner, the service was great and the rep was very helpful. The techs who were sent out were very helpful, too, as well as very professional. They're from Action Air Condition and they’ve been there a few times. They came in a timely manner and fixed the air conditioner, and it’s now working fine. I'd highly recommend TotalProtect.

Submitting a claim through HMS was good. I just called and they were able to get somebody out to the house within two days. The contractor was able to stick to the appointment that they said they would fix and I was satisfied with the work they did.

We have waited 2 years to collect on a claim They told us to call repairman and they would pay 800.00 towards the repair 2 Year’s later they are saying they are still reviewing this claim RUN! Totally Dishonest should be their name.

After submitting a claim it took 8 days to get a contractor to my house. Then it had to be approved. Claim was disapproved because it was deemed “structrual”. Apparently a clogged pipe and broken valve is structural. This company never called me back. When I called them, they refused to allow me to speak to a supervisor. They also billed me $180 for canceling the worthless policy. I am starting a lawsuit and have filed a complaint with the BBB. Beware! Scam!

I canceled this service in 2012... I recently went through a loan modification and found out that Cross Country reinstated this service... I have asked them to provide me with the recorded conversation where supposedly someone called in and asked for the service to be reinstated. Do not, I repeat do no use them!!!

I called for service on my AC unit and discovered I needed a circuit board. I was told HMS drags their feet on ordering parts. I also explained to them that I have young children in my home one of which has asthma. They say they'll put me in "medical emergency status" and that I'll have my part within 24 hours. Well it's 3 days later and it's still in "research status" and they tell me they will not even reimburse me for window ac units if I purchased. I've had this warranty for over 6 years and service is unacceptable and I don't plan on renewing.

This company is about as terrible as they come. Service is non-existent and difficult. The phone menus are a needless hassle, the reps are uninformed, and the website provides almost no valuable information. I think this place would work if you want vague and shoddy coverage on non-essential items in your home. Like if a trash compactor broke - waiting a month for resolution would be manageable. But relying on them to quickly resolve/replace/repair items that are necessary (water heater, furnace, etc.) is a recipe for disaster.

The previous homeowner purchased an HMS National warranty. I had been with a different company previously. I have been trying to get someone to come out to fix the garage door opener for a week. The HMS reps just keep telling me that it's going to take another 24 to 48 hours. I have heard that so many times. They just keep passing me off. Sears is the only service provider in my area, but they can't seem to get the job to them. I asked to speak with a manager, and I was put on hold for just about an hour. They said the manager will call me when they are available, so I doubt that I will receive a call. I just want my garage door fixed!!!! I have never had this poor of customer service. I am very disappointed with the level of customer service.

When I bought my house, an HMS warranty was given as part of the package deal. The seller bought it for me. HMS customer service has been great and my experience in submitting claims has gotten better as they've been more automated. The techs have also gotten better. They were experts, quick to schedule, and very accommodating. After they left, everything was working and they still provided follow up to make sure I have no issues in the future. It has been a very good experience and my claim has been handled quickly.

I looked into acquiring a home warranty because you never know when you’re going to need it. My mortgage was with Bank of America and they recommended TotalProtect. So far, I have had a good experience in submitting claims which I usually do by phone instead of the internet and the TotalProtect representatives have been able to answer all my questions. There was one bad technician but it’s been a couple of years ago and the last one they sent out was very helpful. In fact, I have a claim for him to come back and see my AC.

I’ve been with Cross Country for about 10 years and I always have good experience with their reps. They’re really good. That’s why I’ve stayed with them for so long. Submitting a claim with them has been easy. I just call, tell them what I need, and they always give me the name of a company that will get in touch with me. Then I will either call to set up for the contractor to come out or they will call me to set it up. I have two houses that I have Cross Country for and it’s been done like that ever since I’ve been with them.

My agent recommended HMS. I had an issue with my air conditioner and communicating with the claims rep was quick. HMS gave me a name of a person to call. I called the person and the first person they gave me couldn’t do it in a timely fashion so they gave me another person. I called them and they went up. I was notified of the issue and I said, “Go ahead and make the repairs.” I paid them a hundred bucks and it was done. It was very smooth. I have two townhouses and both of them have HMS warranties on them. Also, I’m a real estate agent now so I push the warranty on anybody that could potentially use it. If you have older appliances, you need to get the warranty. The $500 is well worth it at the end of the day. When you have something like an air conditioner going up, that could be four grand.