Cinch Home Services Reviews

I've had claims for the heat/air conditioning since I've had Cross Country Home Services. I put in a claim in December and again in January. The customer reps were very nice and had done a real good job on it. They first called it in to Charleston and the man wouldn’t return the call. I got a hold of him after about three days and he wouldn’t come up here, but he never bothered to tell me. We didn’t have any heat for a long time and we were real cold, so I kept calling him and saying, “Please call me.” I also called Cross Country in Florida and they told me to call him back. He had a good point saying he doesn't see driving up to where we are from Charleston to fix our furnace, so I would never want him again. But everything was fine with the company from Sumpter and their people who came were professional, very good, and did the job then got out. Also, I've told friends it's time they need a home warranty like we got.

At that time I looked into acquiring a home warranty, TotalProtect Home Warranty was the cheapest. Whenever I make a claim, I call them up. The dealing I had with their claims reps was excellent. They gave me a provider who I called and the provider sent someone, and after I pointed out to him what the problem was, he went in and did the repair. The work quality was outstanding and I’ve never had a problem since.

My interaction with HMS Home Warranty's claims rep was very good and the technician last time that I used for the heater was very good too. It was cold because my furnace stopped working and he responded, he did it right away and he did a good job. Everything was good with HMS Home Warranty.

Residential MD warranty is fine. I know that once something breaks, I can call them and they will immediately set up a work order. I usually try to follow it up with a phone call to whomever it is that they've sent the work order to. Their reps have also been helpful, friendly, and knowledgeable. But the problem is their contractors. The last claim I had was for my pool pump. Residential MD tried to get the place that they assigned to me call me to set up an appointment. One time, I called the company and they told me that they weren't taking calls, which was not a great thing for a company. I called Residential MD and told them that I couldn't get a hold of their contractor. They also experienced the same thing but they gave their best effort and we both finally got through to the company.

My daughter had TotalProtect for a long time. Having a home warranty is economical and I don’t have to worry. The claims process is very easy. I go online and place a claim with TotalProtect and they respond almost immediately. Their claims reps are very knowledgeable. The techs that they’ve sent out were polite and they explained everything. I’m very satisfied with the work that they’ve done.

We had a home that was about 20 years old. We were starting to experience small problems here and there and I thought TotalProtect Home Warranty would be a good insurance to have in case something major went out like our air conditioning unit. I read reviews online to see if there were any complaints or issues but I found pretty positive ratings. We have had several claims which I prefer to submit over the phone and they have all been very good. I have had a positive experience with their claims reps as well as with their technicians. The technicians were on time, very respectful, very knowledgeable, very nice and they did not make a mess. They had great communication skills. They did an outstanding job.

After our water main line broke at our house and we filed a claim and called and emailed HMS multiple times without response or resolution, we were finally advised by HMS to find our own licensed contractor to fix the problem, as we were without running water for weeks and HMS could not find a contractor for us. We did and found a contractor best fit to resolve this issue.

I've been with HMS Home Warranty since December 14. I've made a claim with them and I was very happy with their response. However, I wasn't happy with the vendor. They came and installed the water heater, but they didn’t put a pan around it. When I asked about that, they told me that there was no drain so there would be no difference. Then when I called the office, one guy told me the installer might have forgotten to put it on the truck.

We found the overall product offering of Cross Country far more robust and thorough than some of the warranty company. It was in terms of the tiered service levels that they provided, what the coverage was, what they did in terms of the overall asset management which was managing in-house and what happens when it comes to the end of the product’s life, and coordination. We’ve had a majority of maintenance and appliance repairs and ongoing maintenance. When we place the call, the reps were courteous and responsive. We never had to wait long on the phone and even found the list of repair people very, very responsive. When something could not be done in a specific time where the repair people couldn’t do it, they quickly found an alternative.

Everytime I make a claim, I either get no shows or people who cant figure out the problems and come repeatedly. I go weeks with broken appliances. I looked up the repair companies they use and they have one star. If I hadnt put money into my contract, I would never get a contract with them.

I bought my new home and got HMS Home Warranty. It was very easy submitting a claim to them. They sent someone out right away and the issue was fixed within 24 hours so I was happy with the service. And their technician was very thorough, courteous and prompt. I would definitely recommend HMS Home Warranty to a friend. In fact, I’ve told one person about it.

I’ve been with TotalProtect for a long time now and it’s doing all right for me. I’ve had good results with their technicians over the past few years and they’ve done fine with their work. It's a good deal and I would recommend it.

I've had to use my warranty several times which should have meant I made a good decision in getting one but with the extra fees on top of the extra fees and the time you have to wait for service it has not been a good experience with this company. My Gas Heater was the first thing to break. The communication between HMS and the warranty company was horrible.

Finally received the new dryer on February 20th at 5pm. Hopefully, my next experience will be more timely.

My washing machine was failing and called TotalProtect (Homesure) warranty for repair. I've been paying them $50 a month for a long time and NEVER put in a claim. They sent out an appliance repair company to look at the washer and said a "structural component" failed, whatever that is. Total Protect won't cover that, so they are denying my claim after accepting the $125 deductible. When I spoke to member services, they indicated that a Structural Component can be a screw, and if a screw failed in ANY component, they can deny the claim! WORST COMPANY EVER that tries to find ways to get out of paying a claim!

We recently had a sewage drainage issue, plumber had to remove toilets to clear drain. HMS Home Warranty refuse to pay for toilet removal. (REALLY??) Was told that is not a covered item. What is a covered item (not much).

Reported problem with dishwasher. Error code came up on the Samsung & I contacted Total Protect. Set me up with a tech named Sanders (McDonough, GA). He did not contact me with a date nor time he planned to come out. I called him & learned he would be out on Monday (2/5). He came & decided he couldn't get the dishwasher out of the cabinet because the wood floor that had been installed had been installed incorrectly boxing the dishwasher in. He stated, I would have to call the installers of the wood floor to get the dishwasher out, and call him & he would come back & repair the dishwasher. Of course, he wanted the $100 deductible which I gave him. The wood floor was installed 2-years ago and the company that installed the floors were gracious enough to send someone out to unscrew the legs on front & pull the dishwasher out. In the process, the racks in the dishwasher were removed, Just a matter of screwing the legs down which was the first indication the tech DID NOT know what he was doing. I called the tech & he stated he was in Macon, GA and after he completed a job in Perry, GA he would come & make the repair to the dw since he had to past my house on his way home. Well.....I waited for him all evening, not hearing from him, I called & learned he would not be at my residence until Tuesday evening (2/6). When he arrived, I told him that I had been told by the installer of the floor that to be careful and not scratch the floor because it would be difficult to repair. I further told him the current had been cut off for safety. In the process of him doing whatever he did, he asked if I had towels because him not being prepared for the job and not knowing what he was doing, water was out on the wood floors. Enough water on the floor that 2-towels, rug in front of sick & paper towels were dripping with water. He did his thing, slid the DW back under the counter crooked and had already screwed it in. I told him it was not right and he said that was as good as he could do. I stated that was not the way the dishwasher was installed. He unscrewed from the counter, started to twisting on the DW door to get it straight. Final result, he told me he DID NOT take the racks out of the DW and I would have to call the man back that pulled the racks out because he DID NOT KNOW how to install the racks. He DID NOT test the DW after he did his SO CALL repair. Insult to injury, he left the SOAKED RUG AND WET CLOTH & PAPER TOWELS ON THE WOOD FLOOR! I called Total Protection and they were NO help. Suggested I call the tech (Sanders) and see if someone else from the company could be sent out. They obviously did not know he was the sole person in that operation. I would have been just as stupid to have him come back to my house as they were in suggesting I do so! No solution to my situation. However, I advised them I had stopped payment on the check & I was advised they would be sending me a bill for that amount. They can send one everyday but I have pictures of the towels, damage by the water to the floor and a witness which leads me to believe there will be litigation.

Up until my recent experience, I had decent service with HMS over the phone and online to place claims. I have been with them for 3 years since buying my home. The service professionals that were dispatched have been skilled, good customer service folks. Unfortunately, I have been extremely disappointed with HMS over my last claim and will be moving my business elsewhere at or before my renewal in June. Before Christmas 2017 my dishwasher stopped working. I placed a claim and the electrician was sent. I paid my $125 and it turned out not to be an electrical issue. Next, an appliance repairman was sent. I paid my $125 and was told the replacement part would be ordered. I waited 2 weeks, thinking the holidays may have delayed the part and called HMS for an update. I was told the part could not be found and my claim was sent to a research group to decide if they would replace the dishwasher.

20 days so far with no heat in dead of winter. I called them the morning I woke up without a working furnace. Since then, about a dozen calls to customer service over the last two weeks. Half those times ended with promises to call me back. Not once a call back. Last call I was transferred to an accounts manager (without asking), who was worse than any of the customer reps I spoke with. The HVAC guy has no faith HMS will actually come through. If this would have gone well, I would have been a customer for years. This will be first and last claim.

Submitting a claim with HMS was wonderful. Their reps were always very nice and pleasant and their response was rapid. Our furnace went out recently and the technician came right away and fixed it. Our experience with HMS was very good and it was worth having a home warranty.

I'm happy with what TotalProtect Home Warranty provides. I got a home warranty due to the age of our house and the cost of replacing house equipment and having work done on the house. Submitting a claim with them has been very easy. They're very responsive. I either go online or call and their claims reps have been friendly and great. They'd answer my questions and provide additional information, even if I didn't ask for it. The technicians that they have sent have also been friendly and provided quality work. Then, whenever I have an issue, I call the tech back and tell him about it and they'd send a technician to fix whatever my issue was. However, there are some things that aren't covered.

I am a paying customer of TotalProtect Home Warranty and I am here to report my concerns about this company. I've had an open case since August 2017, and to date, this claim (for double ovens) is not resolved.

I purchased a home and did a little searching on the internet for home warranty. And after reviewing some of the information, I chose HMS given the deductible and it was the level of service at least advertised was no different than the other service providers. HMS has a nice set up for submitting claims and it’s easy to deal with. The first time I submitted a claim, I talked to someone there and that went smoothly. They were very pleasant. But every time up to now it's been via their website. I prefer doing it online since I don't have to wait on hold and everything's done. The next thing I know I’m getting a phone call from one of the chosen service providers. And I wish I could request a certain service provider to be back if we had good experience with them and also not have the ones that we had bad experience with.

My furnace went out about a month ago. A service provider came out to look at. They ordered the parts only to discover that part was no longer available. The service provider contacted HMS 3 days later to inform them that the part was no longer available so they needed to replace the furnace. HMS told me they had to search themselves before they would replace it. They couldn’t find the part then they authorized the repair. They sent the service provider a downgrade furnace. The service provider called to tell me what HMS did. I called HMS and it’s suppose to take another 24-48 hours to review. We are at day 27 without heat in the middle of the winter. Ridiculous!!!

HMS Home Warranty takes care of the business. I called for a claim and talked to a very nice lady there for about 15 minutes. It took them a little time to send one of the boards for my heating system but eventually they came along and there was no problem. I wait a little but they took care of it. The people that they picked were excellent and very friendly. I like the guy and I would pick up his business card. I was so happy with the service that I was provided. And because of that, I will give them business if someone needed anything.

I was told that getting a home warranty was best and it really was a good decision as it has saved me a lot of money. My real estate agent told me that HMS Home Warranty knows their stuff and that they are a good choice. It turned out that they were indeed a good choice. To submit a claim, I would call the number and let them know about my issue. They would then get in touch with the contractor who could deal with the problem. Then the contractor would call me and we would take it from there. Recently, a tech came and fixed my heating and air. He was very informative and prompt. It was a great experience.

I have TotalProtect for a long time. I submit claims over the phone and I get put on hold sometimes for a few minutes like last year. But they're very good and professional people. They come in and do the job, say what the issue is and then leave. TotalProtect's very excellent.

Our boiler has been damaged for almost 1 month now and the issue is not resolved. Our CO2 alarm went off in the basement on 1/8. HMS sent a technician on 1/10, whose assessment was that the boiler was damaged and needed to be replaced. The next contact I had with HMS to verify they received this assessment, HMS told me that technician would not be able to do the replacement, and that they would need to send another technician out. They sent someone named Dino out to the house on 1/15 and he said that the boiler was a maintenance issue because of soot build up... so HMS said they would not cover it anymore. Dino came back out to the house on 1/22 (a week later) and then changed his mind and said that he couldn't fix the problem and that the boiler needed to be replaced. Incompetent.

Back in the middle of May 2017, the seller got HMS Home Warranty for us when we bought the house. We were looking to get a home warranty ourselves, but the seller offered it and we said okay. We've filed a claim three times so far, and it had been very simple. I called and told them what the problem was. They then took my information and told us that they were going to assign someone who would call us within a day. The repair company then called us to set up an appointment and handled it from there. The first claim was for the spa as it wasn't working. The second was for the dishwasher and the third was for the heat pump. The techs who came were good and everything was repaired. I would recommend HMS Home Warranty.

I already had a home warranty before. Although TotalProtect has a higher deduction, they're a little cheaper so, I switched. I had called them once to submit a claim and the rep I spoke with was pleasant and professional. The technician came out in a reasonable time, he was great and knowledgeable of what was going on. He cleaned the part that was there and reinstalled it. He told me that he was going to order another one and if I ever had that problem again, he told me to simply call them and they would just bring the part out and replace it, for free.

fast forward to today, I STILL DONT HAVE A STOVE!!! I have two kids that always want to eat, we orderout every night or have microwavable TV dinners, I have called over 29 times, one time I was hung up on by the Total Protect rep. I could have bought a new stove with the money we spent on outside food and dinner????? AND NOW THE REPAIR COMPANY SAYS HE DOESNT HAVE THE PART STILL, TOTAL PROTECT SAYS IT WAS DELIVERED ALREADY 10 DAYS AGO,... I have never been late with a payment (which they increased 6 months ago) I paid my deductible, my next step is to buy a stove for my family but not before going to the BBB and telling all of you STAY AWAY FROM THIS COMPANY!!!!!!!!!!!!!!!!!!!!

Deductible has increased year over year, started at $60 for a service call it's now $125. We've been attempting to have our dishwasher repaired for the last 3 months. Spent nearly 4 hours on the phone with TotalProtect Home Warranty folks and their service provider with no resolution in sight. So far my wife and I have had to do all the leg work for the last month. Asked to speak to a supervisor this evening was disconnected during the transfer 3 times and when I finally got to an associate, Jessie, I was told that no supervisor was available. He told me they would have a supervisor call me. I told them they had 1 hour before I filed a complaint with the BBB and the state AGs office. Entering those complaints with far more detail next. I felt it needed to complete a review here since they brag about a 4.6 star rating and that is about as far as you can get from our experiance. Not worth the money and we have been customers since 2004/2005, clearly a long term relationship has no value with this customer. Note the account is current.

TotalProtect is a very good service company. I've been very pleased with them every time. We've had their warranty since we got our mortgage on our home. They were our realtor's recommendation. Over a period of time, their warranty has been reasonable and serviceable. They repaired different things for us over the years and their deductible has been minimal. Now, however, their deductible is over a $100 and they're very selective on the things they repair. They just repaired my water heater and I didn't think that what they paid was too good.

HMS came with the house that I bought three and a half years ago. They paid out the first year on the claim so I stuck with them. Plus, they have great service. The latest claim I submitted for the washer was done automated and it was very simple. The technician showed up the next morning at 8:00 and got it taken care of. The previous claims were for the gas furnace and the water heater which they ended up replacing both with a new one. Their technicians have always been courteous, prompt, and everything got taken care of. I just paid the deductible.

I had HMS Home Warranty when I was in Springfield, Missouri 13 years ago. And I had moved it 12 years ago over here where I live now. I've submitted claims by phone and their claims reps have always been good. We were getting to go on vacation and the icemaker was leaking. We had a tech come out and he said that it wasn’t the icemaker. He spent five minutes and said it was just a loose fitting and I told him from the very beginning it wasn't it. He said it was, and then he left and then it wasn't even a day later that it flooded in my basement and ruined the wall in the basement. He came back out and said we needed a new water line. I put a new water line in and the icemaker still didn’t work.

I purchased a home and the real estate broker gave TotalProtect Home Warranty to me as a gift. There were certain rooms in the house that were cold, so I submitted a claim over the phone, and the process was quick and easy. The representatives were easy to talk with and they understood my situation. I was happy with the claims process. However, the technician that was sent out wasn’t able to get the heating problem fixed. This house was built in 2003 and the heating unit did what it was supposed to do, but I believe that the unit needs to be replaced. I was not satisfied with the technician, but other than that, everything went very well. TotalProtect is a good deal.

I made a claim on my slide in range which the glass top had cracked from heat.The claim was denied explaining the glass top is part of the structure of the stove and structure is not covered under warranty. I tried several times to explain the glass top is removable and not part of the structure of the stove top.The broken glass stove top is not available any longer from the manufacturer and TOTAL PROTECT just does not want to pay for a new stove. I have requested to speak to a supervisor 3 times via telephone and once by email and have not heard back from anyone.I DO NOT RECOMMEND THIS COMPANY FOR HOIME WARRANTY!!!!!!!!!!!

Three years ago, HMS Home Warranty came with my house as part of my package. Submitting a claim, both on the phone and online, has been great. However, I prefer submitting claims over the phone as it is hard to do exactly what you want online. I've had a positive experience with the reps and the techs. The previous tech I had over was really excellent. I had a leak in my sink. They came and changed out my garbage disposal as well as some piping. HMS Home Warranty has been really responsive and I usually get service really quickly. In addition, the price is good in comparison to other companies that I've looked at. Overall, I’m happy with the HMS and I would definitely recommend them.

I have been in my house since November and the homeowner whom I purchased it from bought the warranty from HMS Home Warranty. After I moved in, the microwave and dishwasher both stopped working so I submitted a claim by calling. Their representative was very nice and the technician who came to service my warranty was great and very knowledgeable too. He came back, fixed everything, and now, my microwave no longer randomly comes on by itself and the dishwasher seems to be dry. I had a great experience.

We decided to accept TotalProtect when it was offered to us by our mortgage company. When we looked at the arrangement, it was a reasonable monthly cost to pay in order not to have a huge expense every time a large appliance went out. It's fantastic to know that at any given time, it's only going to be the $75 deductible we pay for the full cost of any repair or replacement for any appliance.

My issue with this company is several layers deep. First, just about a month after moving into our new home, we had a small electrical fire in the laundry room, which was caused by a faulty outlet that had grounded out to the water lines, causing all the water lines in my home to be electrified. I called and the provider they gave me said it would be 2 WEEKS before he could come out! So I just called my own person and paid out of pocket. Next issue came when we turned on the boiler for the first time, once again we needed fast service and their providers were all several weeks out, so I got my own help.

911 Appliance Repair was sent to repair my dryer. The repair man spent all of 3 minutes deciding that the vent was clogged thus the dryer not drying properly. He did not handle clogged vents thus I needed a heating and air person to unclog the vent. I called a heating & air company who came out and fortunately for me, the gentleman was a former appliance repair person. So instead of leaving me high and dry with no dryer like 911 Appliance Repair did, he diagnosed the problem to be the heating sensors that were not functioning properly. He decided that since he had to take the dryer apart to replace the heating sensors he could replace the drum wheels and the belt and virtually give the dryer a tune up and make it last for many more years. We did. His name is Ray **, Prolific Air-Systems, Inc. Use Ray **. Total Protect and 911 Appliance Repair were incompetent and I pay yearly for Total Protect to repair my appliances! I think I need a new warranty company, don't you?

I've had HMS Home Warranty for two years now and I’ve been very happy with the service. I’ve submitted two claims online and everything was smooth and quick. I really like the convenience of the internet and that’s the main reason why I kept them. It’s really reasonable. In addition, the technicians have been great.

I’ve had good relations with all the reps from Cross Country Home. The coverage is all right but the deductible is a little high. I usually submit claims over the phone and sometimes online. Cross Country Home has been good to me and all my claims have been paid satisfactorily.

Get a warranty from TotalProtect. I've been with them for quite a while now and I've had an excellent experience. I called to submit a claim and they told me when the contractor was coming. The people who came out told me what was wrong, what was needed, and they took care of it. I pay my monthly fee and whatever's broken, as long as it's covered, TotalProtect sends someone to fix it. I'm satisfied with them,

I had HMS Home Warranty on my first house and so we went with them with the second one. I used HMS' website when submitting a claim. I submitted three claims, two of which was for the same thing, and it has been relatively easy. My interactions with their technicians have all been very positive. The technicians were prompt and their quality of work was moderate. However, the claim that I submitted the second time for the same plumbing issue, I have not been able to get a hold of the plumber so nothing came of that so far. HMS is fine but they should have better technicians.

before. I’ve been doing laundry since for more than 40 years and experienced in loading and unloading of washing machines. Because the service provider Electra reported the part was destroyed for misuse and abuse, the warranty company refuses to cover replacing part. How can misuse the machine in less than 24 hours. The unit ceased to work the same day the part was installled. I am beyond upset and now have to call another company to service my unit. I am still unable to wash and am forced to go the laundromat causing me more out of pocket expenses in addition to the $125 deductible I paid to Electra Appliance and Repair. Is this legal? I also plan to write Total Protect’s corporate, Call my state’s attorney office to direct me further and possibly go to court if need be.

I must began by saying that I've been a loyal customer for approximately eight years. This is the first time that I've had a bad experience with the company. I've been dealing with heat pump Issues since November 12, 2017. Apparently the repairmen and the company aren't talking to each other. Once I filed the claim the repairmen took more than a week to respond. When he did contact me another four or five days passed by. Within two days after he "repaired" the system it was inoperable again. He promised to come by on a Saturday, I lost an entire day waiting for him. He never showed up and never called back. Through all of this I knew that by running Emergency Heat on a Heat Pump would cost me in the long run. Today I received my utility bill and believe me I've paid the price for poor service rendered by Total Protect. I've recommended this company to numerous friends and family and I've been rewarded accordingly.

I have never experienced such bad customer service before. We filed a claim on our broken washer on Jan 1. The man that came to fix it said the circuit board was broken and he had to order it. He could not come back until Jan 12th. I thought that would be inconvenient but we could get by for 12 days without a washer. When he came back he informed us the pump was also broken and that HMS was not approving him to order one and install it. On the 16th we were told that we could choose to have them replace the washer or they would give us a check. We choose them to replace the washer. The person told us it was approved and would take 3-5 days to arrive but they would expedite the order. Well that was not true. On the 18th we were told that the washer had not been order but would be ordered that day & would be here in 3-5 days.

I am on day 17 with no refrigerator. I called my claim in January 9. They could not get me an appointment for 4 days. The guy came out and vacuumed the back of my fridge and said he fixed it. Well needless to say he did not. Contacted the company to send someone else out bc it was not fixed. Had to wait another 5 days for an appointment and my appointment day they cancel on my 10 minutes before my time via email. Called again and made another appointment and could not be seen for another two days. Well the day they scheduled it snowed and ice was on the roads and again I was alerted via email about 10 minutes before my appointment no one was coming again.called the warranty company very upset. They sent a new company out ( had to wait another two days) and my fridge compressor went out. Well that was on Thursday the 18th. Well After heAring nothing for a few days I called the warranty company. They informed me they cannot find the part for my fridge.( my fridge is only maybe 5 yrs old) they had sent my claim to another department to see if they are gonna replace it. However that department is running behind and no one could tell me how long it would be for a decision. Now keep in mind I have no refrigerator this entire time, I have two children and was snowed/ ice in for three days with no fridge. The only thing they tell me when I call is I am so sorry for your inconvenience. Yet, nothing is being done. I wasted a day of work bc the worker no showed. I am very unhappy and when this is resolved will find another company. They said they will call me when a decision is made and I was advised not to purchase another fridge when I told them I had to do something. DO NOT USE THIS COMPANY!!!!!!!!!

On November 30, 2017 I contacted Total Home Protect to file a claim on my broken washing machine. A service tech was scheduled to come out to repair on Dec. 6, 2017. At 5:47pm on Dec. 5, 2017 the repair company contacted me stating that my appoint was cancelled for Dec 6 because Total Protect did not file the correct paperwork. I contacted Total Protect on Dec 6 only to be advised that a new service tech would contact me. No phone call ever came. At the end of the day on Dec 7 I again contacted Total Protect, they provided the service techs information. I contacted the service tech and they stated that Total Protect had not sent any information regarding my claim, but they were kind enough to schedule an appointment without the information on hand for Dec 14. The service tech arrived on Dec 14. The washing machine repair estimate was over $1800.00. On Dec 20, I contacted Total Protect as I had not received any information on what was going to be done to resolve my issue. In total I have made 17 phone calls to Total Protect resulting in 529 minutes of my time being assured by Total Protect that they are working on the claim. 529 minutes is almost 9 hours of my time!!!! Today is January 25, 2017...guess what...I just called them again (this is the 17th time) and again, I got no where! 2 months with no washing machine. 9 hours of my time wasted on phone calls. Every month I auto pay the premium. The deductable check was issued at the time of service. Something is really WRONG with this picture!

We've had an HMS Home Warranty for about three months now. We've been having issues with our furnace, which keeps pumping out cold air, forcing us to manually turn it off and back on. It typically takes us 20-30 minutes to get a hold of a person when we call. The first time we scheduled for service, no one showed up. We called back, complained, and finally got someone to come over a day or two later. They did not resolve the issue, as the furnace continues to periodically pump cold air, forcing us to manually turn it off and back on. We have requested another technician come and resolve the issue. It took a bit of complaining for them to agree not to charge us another deductible. Unfortunately, we had another no-show. So, to sum it up, 2 out of 3 appointments have been no-shows and the one that did show up did not resolve the issue. We are definitely not getting our money's worth.

On 11/26/2017 we filed a claim for the replacement of our non-repairable heating furnace/AC system. We had a reputable local heating and A/C company, with which we had done satisfactory business since 2006. We wanted them to do the replacement (Furnace and A/C, which totaled $8,000.) Total Protect insisted on having its own contractor (the lowest bidder--probably two guys in a pick up truck and a magnetic sign on the doors--do the replacement, with a lot less quality furnace/AC package. The option Total Protect offered was for them to "buy out" the claim (for a total $702.00) and, since our subscription would run until June 2018, they would not allow us to cancel the subscription without first paying six months ahead (at $49.95 per month). We agreed to pay the $299.00 and expected the "buy out" settlement of $702.00 to be paid by Total Protect. This claim was presented to Total Protect on 11/26/2017. They have given us a series of "this documentation has been forwarded to the appropriate department. You will receive notification within 5-7 business days". The notification finally came on 12/29/2017 and again with another "We have received your supporting documentation regarding the claim credit reimbursement and it has been routed to the appropriate department for review. Please allow 7-10 business days for processing." In my opinion, Total Protect's business is to delay, delay, and delay, and ultimately not paying the claim. Since I am 82 years old, Total Protect would probably win the race against time. I suppose I could retain an attorney to deal with Total Protect but it would cost a lot more than $702.00

I have had total protect home warranty for 7 whole years never filed a claim. My refrigerator went out around December 13 2017.My refrigerator is still not fixed they kept saying the part had to get approved. Ask for manager to call me back it took another week and then all she did was leave a message for me to call the service provider who is ANTONYS APPLIANCES they are no better has not returned any of my calls since before 12-13-17. They draft my payment for total protect every month for SEVEN DAMN YEARS AND FIRST TIME I NEED SERVICE I. CANT GET IT. I have been without my refrigerator since December. I would not recommend anyone to total protect home warranty or Anthony's Appliances with phone number of 757-538-1040 to anyone. When this claim is done I will be canceling my service and also talking with my lawyer about what I can do

I placed a customer service request on 11/21/17. The dryer was finally installed on 1/9/18, almost 7 weeks after my original request. During this time they may have called me twice. All other calls had to be initiated by me. The excuse was always that they were setting up a new system or they couldn't get the parts. The repair company called me saying they had received the parts and would install them on 12/15/17. Since I had not heard from Total Protect directly, I called them to let them know the parts were in and would be installed the next day. They told me that they were going to replace the dryer and to cancel the repair service which I did. The dryer was finally delivered to my house on 12/21/17 and set in my garage until it was finally installed on 1/9/18. I must say here that I have used Total Protect before and never had any problem but I am very disappointed in my dealings with them on this matte.. No one should have to wait 7 weeks to have a service repair or replacement of an appliance.

Word to the wise - especially if you are in the business of real estate, do NOT recommend or have your clients purchase a home warranty through HMS Home Warranty. This company is an absolute disgrace. Furnace went out on 11/4/17. The company they sent determined we needed our gas valve replaced, which they did. Then on 1/17/18 - furnace not working again. Same company comes out and says the sensor needs cleaned. Pay yet another deductible and within 24 hours - furnace is not working AGAIN! This time they have to send a different company out, but can't come until 1/21/18. When the new company comes on 1/21/18 - says the gas valve needs replaced AGAIN and that the first company that replaced it on 11/4/17 put on a used part - which is illegal.

Our refrigerator broke on 12/23 and as of today,January 23rd (1 month later) our refrigerator remains in the same broken state. A repairman did visit the house on 12/27 and did not give us any indication of whether it was repairable or would be replaced. We have reached out to Total Protect numerous times with little or no satisfaction each time. We have spoken to a supervisor at Total Protect and he could not help us. Promises of return calls that never come. We have called the outsourced repair company without a resolution. We pay our monthly contract on time every month for what we believed was a piece of mind coverage for all of our home appliances. The minimum expected is timely rectification of a repair.

Initial claim for my refrigerator which does not maintain temperature in frig or freezer was called in on 12/13/17; no repair person available until 12/27/17, but my monthly premium was still expected; visit on 12/27, "there is nothing wrong with your refrigerator"; the technician felt bad and installed a new "mother board"; paid the deductible, and waited for improvement, all the while living out of a cooler! Placed another call on 1/9/18, for a "Recall Service" appointment; confirmed for 1/15/18, but no one showed; called again, this time requesting to speak with a customer service rep "they will respond in 24-28 hrs & no you don't have an appt. until 1/22/18", still waiting for a call back, still living out of a cooler, still paying my premium, my advice, don't use this company! I will be cancelling my service after the refrig is fixed, if it ever is.....

Waiting on the phone over an hour to talk to someone is nonsense! The company was not like this when they first started out. It takes too long to review your claim number. I recently had a washer machine break 2 weeks before Christmas. I was given the run around with my claim. They said they scheduled a time for someone to come out to look at it and behold NO ONE EVER CAME. After calling and waiting on the phone for over an hour come to find out they never even placed the service order!!!! After getting in touch with contractors, Sears, they'd set up service times just to cancel or just not come at all. The people who they employ to do the service work ARE VERY UNRELIABLE. It is the last week in January AND MY ISSUE IS STILL NOT RESOLVED.

I finally received a phone call from HMS on 1/24, informing them they are going to replace our fridge. The process was reasonably painless from then on. They recommend a model that we accepted. The fridge was delivered on 2/5. My experience was HMS was that once a decision was made, things would happen at a reasonable speed. But in between decision there was a lack of communication or update on how things are moving, which was frustrated. I changed my rating to a 3 based on the overall experience.

HMS is refusing to pay us for a repair covered under our policy because one of their employees did not put a note on our claim. We have phone records to prove that we called HMS, the times and dates of the calls, and the duration of the calls. We followed their instructions perfectly, but since there is no note, which is NOT part of our job, HMS called us liars.

I have been with the company for 10 years and these past 2 years, I’ve been always dissatisfied with the service. The most recent is my claim for my built in microwave. I filed this claim since 2nd week of November, before Thanksgiving, and up to now, 2 months had past, there’s no resolution yet. Every time we call they always say that they are still researching about it, and last week my wife called again and was informed that the claim was disapprove because it’s not a built in microwave! The rep said that they will reopen the claim and we can call back again. They never call back, no follow ups, no refund, WORST CUSTOMER SERVICE ever!!!

How? No one told me this....there are no notes in the system, recorded lines or in writing. When I say no one, I mean no one. So, again another practice they are doing to not pay this claim. I have been with these ppl for 14 yrs. I have never experienced this and do not plan to continue service with them. I work closely with Realtors, Affiliates and belong to 2 Associations and will make sure I tell them of my experience. This is ridiculous that they would even think that this charge is fair or reasonable. They dropped the ball bc they were to give me an option before ordering the part. Nothing was discussed bc they did not communicate with me. Do not waste your time with this company.

1st let me start with the long hold times are ridiculous. Once you get a rep on the phone they're as useful as the hold time operator. I submitted a clam in November 2017 for a water softer it was approved to be replaced but still in January 2018 has not been replaced. They keep telling me its under review and fail to send plumber the work order. I also had a dryer issue that they wouldn't replace but did repair but they wouldn't let the contractor order part so for that reason it took the replacement of 1 part a month. I had to go to the laundromat for a month. I was not happy about that. So frustrated with this long process.

I have claimed both plumbing and fridge repair 1 month ago. Plumber came on time but they have been to the house 4 times without complete fix of the problem. They were not willing to replace the whole set even though replacing parts did not resolve the issue. The fridge repair has been rescheduled several times now after 1 month, the service was still not done. When I called customer service, the service manner was horrible.

I recently bought a new house and with my new house came a home warranty with HMS HOME WARRANTY. After I started renovations to my new home I discovered that the furnace was making some really loud noises and was shutting on and off. I called and placed a claim so it could come out to be fix and the person I talked to on the phone told me I would pay a hundred dollar deductible to have someone come out and fix it. The day came when someone showed up to fix my furnace.

We filed a claim for a broken oven on 10 October. They sent a repair party who took the $100 and never came back. We have called almost twice a week since October, and still have no working oven. The subcontractor never calls us back, and after almost every call we are told a supervisor will call. We have received no return calls from any supervisor. We have had them for years and never had a problem until now, but their response now is absolutely unsatisfactory.

PS, when you call you are on told for over 1 hour up to 2 to talk to a person who could care less, they are rude.

I have been a long time customer with Total Protect Home Warranty. Within the past 2 years we have had nothing but a horrible experience with this company. Rates stay the same but deductible goes from 75 to 125. Followed by customer service that has gotten worse every time. I have been without a washing machine for just over 2 weeks now. Just called to find out the company that was supposed to do repairs hasn't even sent a service request so NOW we start the ENTIRE process over again with a different company. Horrible, horrible, horrible. Will NEVER recommend this home warranty to anyone.

That is not all. I had to call total Protect again for the heater because it stopped pushing out heat. They sent someone out, of course, I had to pay $125 deductible. The company said a new system needs to be put in to fix the problem. In the meantime, this family is without heat. I pay monthly. An automatic payment of $49 is taken out of my account every month to ensure that I dont have to worry about Total Protects service agreement. Here is what I signed up for: $39.95 month $75 deductible it has been that price when I subscribed in 2007 until 2015. After 2015, my monthly payments increased to $49.95 and the deductible is $125. My annual claim limit is $15,000 each year. I have been with this company for 11 years and never used that amount of money for them to fix anything. If you calculate the money I have paid and the deductibles each time they send out a contractor I have paid well over $15,000 throughout the years. If they do not approve this job and my tenants have to leave, I am going to call eyewitness news to investigate. Lord knows there are enough negative comments for one.

Our stove and oven went out the day before Thanksgiving. To hurry the process, I decided to file a claim online. I was given the date of Dec. 1 that an electrician/repair person would come to check the stove. No one came. I called HMS and they said it wouldn't be until Dec. 14. That person came, found that the part needed was no longer available, and supposedly filed a report. We never heard back from anyone from HMS. So called and HMS said they never received a report. So they put me on hold, contacted Sears, and they said they couldn't understand the response. Not rocket science by any means, HMS. So I contacted the guy who did the repair work and he said he did file a claim. I called HMS back, and they never got the claim. I called Sears and they said I was out of luck. Sears sent me the report, so I told HMS I could forward it to them, but that was unacceptable. End of conversation.

My wife and I purchased our home in September of 2017. We were thrilled to learn that the seller was including a home warranty. However, this excitement was short lived and disappeared the second we needed to make our first claim. After being in the home a month our clothes washer broke and we submitted to HMS for it to be repaired. A tech came out to assess and get an estimate for repair costs on December 8th 2017. The tech came to a total of $1,154.04 to make any repairs. Because this cost was so high he indicated our washer would be replaced and we could expect a call within 48 hours with further information. That call never came, what has followed has been the headache of calling every few days to get a status report.

My dad heater went out 3 weeks ago. He called and filed a claim and paid the $100 deductible under the HMS warranty. They contacted a contractor that would come and supposedly fix the heater and bill the insurance, he would leave the heat on and when the heat would kick off it would not come back on. We continued to call HMS to get the contractor to come back out and he finally did but he did the same thing over and over.

The reason for the bad review is the authorized service partners Total protect used for plumbing. I scheduled an on-line appt Thursday morning with T & N PLUMBING & ELECTRICAL and was given a appt friday between 7am to 11am and they never showed up so after calling them t & n said they dont accept appts scheduled through Total protects web site and they cancelled my assignment number and said id need a new one. After Total protect gave me a new assignment number and different Plumber- Independant and leaving 2 messages with them its Saturday morning and no call back and Total protect thinks i can just wait till Monday morning to try and contact which will probably get me an plumber when do you think early monday morning, yea right- Was told by Total protect they dont have any plumbers that work on the weekend-nice...

I've used our Total Protect Home Warranty for our garbage disposal and the service was great. However I filed a claim for our clothes dryer and was given an appointment for the next day. That same night I was contacted by the repair company stating that they needed to reschedule and it would be 11 days before anyone would be out to look at my dryer. I went ahead and rescheduled and then called Total Protect to talk with them about it. The gentleman I spoke to said I that there was nothing he could do and no way he could help me. This is very poor customer service, going from next day service to having to wait 11 days for someone to come out to my house. I truly hope that the repair person is more proactive in the customer service area with this situation. I'm truly disappointed in how this is being handled. Not sure I will be continuing as a customer yet or not.

I recently had an issue with my washing machine in which HMS sent out a repair guy on 12/22/17. Of course, he could not duplicate the issue when he examined the washer. As soon as he left the washer started acting up again. I have video of the issue on 12/8/17 (before the claim was made) and 1/3/2018 (after the repairman investigated) which shows the same issue in both videos. I have called the repairman twice and sent him an email with the videos without any response. I have sat on the phone for over seven hours the past two weeks trying to resolve this with HMS and they will NOT send a repairman out without ANOTHER $100 deductible... FOR THE SAME ISSUE!!! They were supposed to have a supervisor call me on 1/10/2017 at the latest and of course no call.

After considerable effort and some public exposure they did indeed finally resolve my issues and I am satisfied.

Been a customer for 10 years, furnace upstairs went out, sent us a company that barely looked, stated it was dirty and pilot light relit wanted us to pay 403 to clean , refused, pilot light went out again, we had another company we chose look, serviced stated crack in furnace , c o coming out of went and turned off gas for safety, called Total Protect they sent another company who looked and agreed, gas still off weather colder than ever, Christmas NY 21 DEGREES COLD, SENIORS. Finally they called again second week Jan after we called, stated will replace furnace but it will cost us $1100 for modifications?????? ?we have paid $140 first time, $130 second and now they want $1100 where is the put your mind at ease, we will fix or replace...sounds like we pay most of it and to date have not had heat upstairs , 21 degrees and hope no pipe issue...bedrm 48 degrees....a total ripoff and getting no where. Needs to be checked out

Contacted Total Protect Home Warranty with furnace issue. HVAC company came out diagnosed issue as cleaning and limit switch. Total Protect would only cover limit switch. When limit switch was installed electrical issue was discovered. Total protect scheduled with electrical company and told me they would be here same day. When I contacted company directly they said no way could they be here same day and furthermore they didn't really want to take job since another company had already started job. I called Total Project back and they scheduled SAME electric company for next day at 12pm. Had to take another day off work. When I contacted electric company next day to confirm they would arrive at or around 12pm they said they don't make specific appointments and they had NO availability for this week and they don't want this job since HVAC company already started, too many hands in the pot. When I called Total Protect again I asked to speak to supervisor. They kept telling me no one was available. When I asked them to contact HVAC company I was advised they cannot call out. I found my own electrician, licensed and bonded, and they were here in 45 minutes and fixed issue. HVAC company came back next day for cleaning and now HVAC is working. I pay Total Protect every month for service; major appliance package and I paid $555 out of pocket and had to take 3 days off work. I would NEVER recommend this company...run, run very fast!

I filed a claim in mid November of 2017 for the washing machine that came with my house I bought to be fixed. The tech came out 2 weeks later and diagnosed the problems and sent in a request for the parts from HMS on Nov. 29th. I have called 3 times and keep just getting told that the claim is in research and they will call me back when they know something. I ask to speak to a supervisor and am just told no. Do not under any circumstance ever do business with this company. If you are buying a home with a warranty as I did make sure to tell the realtor not to get the warranty through HMS.

I am still.waiting on my washing machine to be repaired after 2 months. Customer service is horrible. Waiting on th e line for 45 minutes to speak with someone that does not help you. I had to order my own part and the washer is still not repaired. No one can provide a solution. This is horrible customer service.

We have had their warranty for a few months now. Filed a claim to have my dishwasher replaced 11/28 and still waiting. Also, had a pipe burst and it’s been over 48 hours since contacting them and they still haven’t even scheduled anyone to come and look at it.

I filed a claim with an emergency situation I had with plumbing. According to them they had no way to schedule for help. I should hand bail rising water in my kitchen sink for a week until they can schedule service because, "Nothing else is available." Do not get a peace of mind home warranty through them. They are terrible. The company they did assign me to one week from now is a heating and air conditioning company who does not do plumbing anyway. Also, you click 1 to do a survey at the end of the call and I hung on the line for 10 minutes and never got to the survey. I have no patience to be treated this way. Nor do I have the time to make several phone calls to the same.

I called Total Protect on 1/5/18 to report no heat from furnace, the wait time was 1 hour 15 minutes. I was told to contact a local contractor because they were unable to reach one. On 1/6/18 a contractor assessed the problem and got the furnace operational, but informed me that the inducer fan motor was bad and needed replacing. I then contacted total protect to provide this information. They in turn called another contractor who confirmed that the inducer fan motor was bad, but he would need to contact the warranty service to order the motor and that I would be without heat from 5-7 days. This information was repeated by the customer service representative. I've had this service since 2007. The company has been more responsive to customer needs in the past. I will not renew my contract with them.

I have been 7 years with this company, now that my AC start getting problems, they increase my deductible. I have call them about 5 time for problems with my AC, and almost always with the same problem. They sent a technician to my house that the only thing he do is patch the AC, and ask for the deductible. After 5 times doing the same I decide to cancel my police with them, and replace the AC by myself. At that moment they ask me for a cancelation fee, and the person that told me that, was very rude. Really a bad company and service. I do not recomend anybody to ensure their appliances with them. It is a wasting of money for a real bad service.

Good morning to all, I am not one to air my personal business here on face book but i need you guys help, i have been without my furnace since November 2017 the company TOTAL PROTECT WARRANTY sent a company to check on my furnace and was told my furnace motor and fan is gone so i said how could that be cause they just replace it in October of 2016 so i have been in the phone with them since November and they keep telling me someone is coming to fix and now they saying it been approve to be fix and just Dec 28 i talk with the one of the supervisor she said you are on the list as an emergency but not no one has came to fix it yet i example to her you have no trouble taking your 44.45 each month out of my account and Plus when u call them you on the phone almost one to two hour waiting to talk with some, i have email channel 12 on your side and channel 6 and no one has contact me back yet so i don't know what else to do i am seeking a lawyer for advice so if anyone know what i can do please text me or call me at ** thank you all so much.

I purchased a home that came with the HMS Home Warranty. I had heard that home warranties were difficult to deal with and never worth time or money. I should have listened to that advice before spending so much of my time on hold and time away from work for this awful company! My first issue occurred in June. The AC unit in the attic was leaking due to overflowing condenser. I put in a claim online and received a timeframe of 9am-5pm for the tech to arrive a few days later. So I took a day away from work to wait the entire 9-5. That large of a timeframe is ridiculous in this time and day honestly. The tech arrived around 1pm, wet vacuumed the condenser catcher that was rusted (so of course this has happened in the past) and said I am good to go. Ha. Well it worked the rest of the summer, so I was fine with the temporary fix.

1 hour wait times on phone (evenings or weekend mornings). Pat answers on phone once got through. They just don't have the right affiliations with contractors. Nicor has zero deductibles for just a little more per month and I am hearing great things about their service options and availability.

Updating to state that we received our replacement refrigerator yesterday and are very pleased with the product. The delivery and set up was prompt and professional. We also received a call from someone at Total Protect who wanted to ensure our issue had been resolved to our satisfaction. This is the service we are accustomed to receiving from Total Protect.

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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