Cinch Home Services Reviews

Filed claim on Oct 30 2017 for furnace not firing, shutting down etc. It is now Dec 11 2017 and I still have no heat. The repair company ordered the parts, which must come through HMS, and nobody seems to know where they are. I was promised twice that a supervisor would call me, but never got one call. I told them it was now an emergency, as extreme cold is forecast for my region this week. The rep was very nice... but I'm sick of nice people who do nothing. This morning I called the repair company and they still have received no parts. So I ordered the parts online and will have them Wed, I will install them myself as I have learned quite a bit about this now, and I WILL DEFINITELY NOT RENEW MY POLICY WITH THIS INCOMPETENT COMPANY.

I’m happy with what HMS is doing and the way they're handling the issue with the claim I filed. I sent it through their website and the technician who came was nice, knew what he was doing and got the furnace working. They did some troubleshooting and rewired my humidifier in the process. But it was frustrating that it took a little time to figure it out. I was communicating with him through email and there was a lot of back and forth as he tried to figure out exactly what was wrong and get it right. Then, when he set it up for the troubleshooting, the floor was filled with water when I came back to the house. We got it all cleaned up and he told my mom that everything was done.

I called to get my dishwasher serviced. It would not come on. Took 6 days to get someone out. Repairman was knowledgeable and friendly. I paid him the $100 deductible. He ordered the parts to repair but indicted the dishwasher may be replaced. 3 weeks go by and nothing. No contact. I call to follow up and after staying on hold for 50 minutes. I'm told a part was on back-order. I ask to speak with a supervisor and I'm told they are all busy. I leave my name and number. 2 days later I get a call from a supervisor who tells me he is sending out a replacement dishwasher a GE the (cheapest one). It will be 4-5 days. So 5 days later I get a call back saying the dishwasher is now on back order and the company wants to know what I want to do.

We bought our home and it's going on 11 years. Things are going to break down so we need to have some people that can help us take care of these stuff because everything is so expensive. My husband is a disabled veteran and I'm disabled with some medical issues so we have to have some help with having to keep this house repaired. Our hot water heater was not producing any hot water and we used TotalProtect. We submitted the claim over the phone and it was very easy.

HMS Home Warranty (HMS) aka Homesure of America, Inc. does not uphold their commitment to its customers. I have been a client of this home warranty company for almost 2 years and recently their service simply turned for the worst. The issue that I have now is with an open claim being unresolved for over a month. Since October 19, 2017, HMS has failed to respond to any of my complaints regarding the repair of my washer machine. In fact, I have called HMS continuously each week since the 19th of October and all I get is, "the part was ordered and was delivered to the repair company." And each week, they tell me the same thing, but change the date of the so called delivery of the part.

With as much as we pay, I very dissatisfied with my experience with this company. We have been without heat in our house for two weeks and counting. It went out Thanksgiving weekend when we immediately called HMS to report it and scheduled someone to come out and look at it. We called every few days to see what was taking so long and it turns out, a week after our report, they were still deciding on if they should repair or replace our furnace.

I’ve had HMS Home Warranty for over four years and it’s always been good. Submitting a claim is easy if you do it online. If you call in, you’re on hold forever and it’s very frustrating. I never got anywhere until I finally did it online. The rep called me and it was good. Their techs have always been pleasant and professional.

I've had HMS Home Warranty for two years on both of my houses and I've been dealing with an AC situation since June. I called HMS Home Warranty, I asked them how to go about it, they gave me instructions and I followed their instructions. I called the service company and they came to clean my air conditioner in both of my houses. One charged me $100 and the other one charged me $89 and I had to pay for the service and then I had to submit the claim. I have sent copies of those invoices three separate times and on the day they did the service, the rep of the company where I got it serviced in Pennsylvania took a picture of the bill and emailed it to HMS. I called her after I talked with HMS' rep in North Carolina and she did it again. They billed five times and nobody has called me.

My refrigerator stopped working. Called Total Protect to get serviced. Waited on hold for an hour, then they assigned me a service provider to come look at it. When I called the service provider, they informed me that they did not work on appliances. Called Total Protect back and waited 75 minutes on hold , then they told me they were having issues contacting another service provider and would call me back. They never called me back. I called them back after several days of waiting and waited on hold for over 2 hours this time. They then assigned Sears to come look at my refrigerator.(but gave me an appointment for a month away.) I went on line and rescheduled the appointment for only 5 days away. The Sears technician troubleshot the issues and called Total Protect with his findings as he is supposed to do. He gave Total Protect his findings and then Total Protect person asked to speak to me. He informed me that the refrigerator could not be fixed and they would proceed to replace it per the contract. I was told I would be contacted by Total Protect within a few days to begin the replacement process. After a week and no call from Total Protect I called them back, and again waited on hold for over an hour. I was then told that their research dept. had not yet completed their "review" and someone would call me back in 24-48 hrs. Again after 48 hrs. nobody called me back. I called them back on Dec. 6th and waited on hold for another 70 minutes, and was then told that nothing had changed and that it would be escalated and someone would call me back within 24-48 hrs. Again no call from Total Protect after more than 48 hrs. I called them back and waited on hold for 55 minutes and was again was told that the research dept. still had done nothing and they could not connect me with a supervisor, nor the research dept., or anyone else, but that a return call was asked for and that I should simply wait until they called me back. So after a month I still have no refrigerator, and no timetable for when/if Total Protect will ever do anything about it!

AVOID this Home Warranty company. You call in a repair, it goes to a different company, but they are all linked together, as they see fit. Can never find anything on past repairs. If you call, you will be on hold a minimum of 45 minutes. They have shoddy company’s that come out to repair. I have a whirlpool tub that the jets won’t shut off, we have to trip the circuit breaker. They first sent an electrician, he said it wasn’t his problem, he did housing electrical like wall switches and lighting. They then sent a plumber, he looked at it, took the $100.00 payment and had to go talk to his boss. They told the Warranty company that it wasn’t their problem, that it was an electrician or appliance problem. Appliance comes out and says it is not an appliance. So, three different trades and no one knows what or how to handle it. It is not electrical because it is an air pressure switch that activates the motor. Yes it is an electric motor connected to a pump that has plumbing going to it. It is a plumbing problem. The air activated switch is internal to the motor/pump which needs to be replaced by a PLUMBER. Been trying to get this fixed since 16 October...2 months now.

I’m very pleased with how Cross Country handled the appliance for my claim. It was compatible with my first unit so they did really good. Their service reps have been very pleasant but they have different techs and I’ve had trouble with some of them. Other than that, their warranty is pretty good, and I recommend them all the time.

The realtors recommended HMS Home Warranty when we bought our home. I submitted a claim for the pilot lighter, the starter on our hot water tank. I called first and then I submitted it online and the process was very easy. The interaction with their claims rep was wonderful. They were pleasant, efficient and quick. They specialize in hot waters and stuff you need and they serviced right away. It was an excellent process all the way through. It was over the weekend and they were here first thing Monday morning and it was fixed on Tuesday morning.

Very frustrated. I had my heat go out during the day and have an infant in the home and they only use 1-2 service companies in the area and if those companies are not available then they have no way to expedite the service even though it is an emergency. Very disappointed in the service where most warranty companies will let you find your own service company if they do not have one available. HMS does not give this option. Hold times are always very long as well.

TotalProtect covered more than anybody else. I submitted a claim over the phone for an air conditioning problem and they were right on top of it. The contractor did an excellent job. He was really friendly and knew exactly what he was doing.

Buyer beware!! Don't buy this product. We've had two claims since we bought an HMS Home Warranty. 1st: Clothes washer. We had a high end Kenmore. The repair parts were no longer available, so the coverage offers a "similar product" replacement. The only thing similar is that they both were clothes washing machines. A Yugo and a Cadillac are both cars too. The "similar product" was a low end "apartment grade" washer worth 40% of the value of our machine. OR we could do a cash buyout. Which was the purchase price of the low end machine. We also had to wait for hours on the phone to talk to customer service. We still have not resolve the issue with the washer.

Getting a home warranty was a pretty good deal and my mortgage company recommended TotalProtect. The first time that I've submitted a claim, I had to replace my gas water heater. The guy from Accent was putting in the hot water tank and said that I had to buy a $350 permit from the city. When he left, my old heating and air condition guy said that the city had stopped doing that. So, I called the city, and sure enough, anything under $5,000 didn’t require a permit anymore.

When we bought our house in Davidsonville in 2010, we purchased a warranty from HMS and we've had it ever since. We had them come out and do some work here and they did a fine job, so I also had it applied at a rental condo I had at that time. I submitted a claim for one of the air conditioners, which they replaced. I have spoken to their claims representatives and they were very helpful, and they sent back qualified companies. The first one was too busy, which was fine, so I went to the second one. And they came out and did everything and all was good. Their overall customer service has been very good. Whenever I've had a claim, they've always made it sound like they were interested in it. They said they'd get it resolved, which they did. The technicians have all been very good and very thorough. They usually just tell me what the issue is and they handle it through HMS and it is fixed.

I was with Sears Home Warranty before and Cross Country is a better provider since we were able to get everything bundled together and insured as compared to Sear's insurance of only a few items. We normally call whenever we submit a claim and everything has gone well. Everyone has been helpful. I had to recall one time because the parts didn't come in. But then there was a hurricane that time and I'm sure that has a lot to do with it. We also particularly like the guy they send out for our heating and air conditioning because he gives us time whenever he comes out. I would recommend Cross Country.

The only problem I have with TotalProtect Home warranty was that I have to have somebody come out, look at the issue and then the contractor had to call them and get approval to do whatever it is they need to do. I usually get online and file a claim, and the wait is about five minutes max. The reps were excellent and customer service was really good. The washing machine, air conditioning and heater were all fixed pretty well and I didn’t need to be persistent. However, some of the technicians that they sent out were not so great. I had somebody come out for the washing machine and I really think they were the ones that broke it. They couldn’t fix it so they replaced it. But I had a good experience with any kind of regular plumbing and the technicians would usually show up on time. So far, everybody has been professional. I would recommend TotalProtect.

I am writing to express my disappointment in HMS Home Warranty and the air conditioner contractor that was sent to fix my cooling problem. T&S Comfort Specialist is the company that was contracted from HMS to completed my installation of the coil for my AC unit. I contacted you several times to share my disappointment with this company but nothing was done. I called you originally bc my guest bedroom wasn’t getting as cool as the other rooms in my home. T&S came to inspect the problem on 4/12/17 and stated that my coil was leaking and needed to replace. (Also recommended replace 410-A, Horizontal Coil, and Big Cal.) I was told once this was done, my room would be cool.

The final diagnosis of leaking at one side of Cook-top is due to rust. The company considers this is not covered under the warranty based on "conditions of water flow restriction due to scale, rust, minerals and other deposits". Obviously this rust is applicable to water flow restriction, so is nothing to do with a cook-top which has no water flow at all. It has been more than 4 weeks since the claim was reported. This case is still pending for the supervisor's review. I have called 3 times and each time I waited for 10-45 min and got nothing done. What a terrible service!

I have been with HMS Home Warranty for 11 months. They covered more items and when I submitted a claim, it went smoothly. The technician was okay, but there were a lot of add-on charges that wasn't covered that he put on there. Still, I was satisfied with HMS. I like being able to do things online and submitting a claim that way since it's so much quicker and I don’t have to wait on the phone. I also spoke with two reps who were very professional, polite and helpful the whole time.

I HAVE BEEN TRYING TO GET MY DRYER REPAIRED SINCE SEPTEMBER. IT IS NOW DECEMBER ABD NO RESOLVE AS OF YET. I HAVE HAD TO FILE 3 CLAIMS JUST TO TRY TO GET MY DRYER FIXED. THE TECH HAS BEEN OUT 3 TIMES AND EACH TIME THEY TELL HIM IT IS BETTER TO REPLACE THAN FIX. DRYER TO OLD. SUPPOSE TO GET A CALL IN 48 HOURS, BUT NOTHING. CALL BACK IN A WEEK AND GET TOLD CLAIM IS IN RESEARCH. WAIT ANOTHER WEEK AND I CALL IN GET TOLD THE CLAIM HAS BEEN CLOSED. I THEN GET SETUP ON ANOTHER APPOINTMENT. I START SAME PROCESS OVER AGAIN. HOW MANY TIMES ARE THEY GOING TO RESEARCH THIS CLAIM FIOR COST COMPARISON. SOUNDS LIKE THEY ARE DOING SAME WORK OVER AND OVER AGAIN. WASTE OF TIME AND MONEY. WONT ALLOW YOU TO SPEAK TO SUPERVISOR OR MANAGER OR CLAIMS DEPARTMENT. DONT GET CALL BACK AT ALL. VERY DISAPPOINTED WITH THIS COMPANY. THEY USE TO HANDLE BUSINESS EFFICIENTLY AND PRECISE. WOULD GET CALL BACK SAME DAY OR WITHIN 48 HOURS. SINCE THEY CHANGED IT ISNT WORTH THE MONEY . BUT FUNNY THEY EXPECT THEIR PAYMENT RIGHT ON TIME EACH MONTH.

He did his job so I followed up the next day and waited 40 minutes for a customer service rep to pick up. She said they don't cover rust. Asked for a call from a supervisor which never happened.

Called to report leaking hot water heater on 12/1/17. The service company never responded until 12/4, only after I made numerous phone calls and then to be told he was too busy. Contacted home warranty company again, they said they would find another company. This area is recovering from Hurricane Harvey, there are no other companies!!! I contacted a plumber we have used in the past, licensed and all and he will come. Warranty company says we must wait 72 hours before we can get our own plumber!!!! We have been without hot water for 5 days!! They say it's just an inconvenience. Really?? I pay every month for this service and now my problem is an inconvenience .

I’ve had HMS Home Warranty for two months since the owners bought it for me. I did an online and phone claim submission which were both easy to do and had a couple of fellows, gas and a roofer, come over within the day. When I thought I was going to need a new water tank, the technician who came out, looked at it and I found didn’t need a new one. He turned it on for me and checked out a couple of the spigots that were old. I felt like a fool but the fellow was very nice. It was done so well and he made it look so simple. It was a new home and I got a little scared. So far everything’s been good. People should even debate and just get HMS.

I had Choice and American Home Shield, and Choice was awful. TotalProtect was much better because they will fix things where Choice wouldn’t. I’ve had two claims filed with TotalProtect and they’ve gone well. There was one that they fixed the toilet and they replaced everything. That was really done well and has been there for six weeks now. Submitting claims was very easy and my interactions with the reps were good. Also, the technicians were great across the board. The TotalProtect team is very attentive and got the job done without much effort. Good quality of service so far and the experience was great.

I am so disgusted with this company and sadly still in the midst of trying to get the repairs done to my gas dryer. First, it took me two days to get through to Total Protect. I waited on three different occasions at least 30-40 minutes each time. I finally called the corporate sales office and they connected me with customer service to file a claim. Per the representative, the company is switching over to a new system. I let that go and placed my claim. The agent repair company came out and diagnosed that Inneeded a new motor. I called to follow up a couple of days later to w sure the part was ordered. The company said they needed the model and serial number , however they never called me to ask for it. I am still unsure why the technician never obtained the information off the ,achinemwhen he came to my home. So I snapped a photo of the information from the machine with my phone and sent it to them. Apparently 2 days later, they ordered the part. According to the company, the supplier did not have the part. They went back to Total Protect to have it order the part. It is now 13 days later and I found out that the authorization request sits with Total Protect and my part has yet to be ordered. I called Total Protect almost a week ago and was told the part had been ordered. But I was lied to and only through additional prodding and probing did I find out that the part for my dryer has yet to be ordered because the authorization has not been approved. I waited 4 dirfferent times for about 30minutes again today to find out that information. I will be cancelling my contract with this company. The poor customer service by Total Protect and their agent is completely unacceptable.

Total Protect (Cross Country Home Services) partners with many companies to provide service to us customers. When either company (Total Protect or the 3rd Party technician) begins to blame the other for a mishap, we (customers) get left out in the cold looking for another company to meet our needs.

Avoid at all costs. I originally purchased a plan which I swear I ordered the total protect plan which included appliances. I paid this faithfully for two years when my fridge went out. Come to find out they had me down for ONLY the "System Protect" which does NOT cover appliances. Color me shocked so I ordered the "total protect" which was also $10 cheaper yet covered more - what the what? They swore up and down the original warranty would be canceled and no longer taken out with my mortgage. A few months went by and I noticed I was still getting billed for both - I called Total Protect again and they swore up and down they were not still billing and I should call the mortgage company and ask them for the $$.. I call the mortgage company and they tell me I need to call Total Protect as there has been no official stop to the request to bill for the 1st warranty. I call Total Protect AGAIN and they say they don't have the $$ and have not been billing or collecting money for my original warranty. I call the mortgage company AGAIN and they say in the notes it shows as being canceled but they have been requesting as the warranty company has been sending the bill/file. I try Total Protect one more time - ask for a supervisor and I'm told none are available. The very rude gal said YES I was being double billed and " why hadn't I called to cancel " GRRRR. I'm over it - canceling soon and going with someone else.

I've been with TotalProtect for about six years. I had a couple of claims submitted and the majority of the technicians have been fine. The only problem I had was when the last person came out to do my air-conditioning unit. I mentioned it to the owner of the company and when the person came back he was more cordial and got the work done. I am very satisfied with TotalProtect and I would recommend them to anybody.

We have HMS Home Warranty and have had both the hot water tank and furnace go out this month. It's taken over 3 weeks & counting for the hot water heater to be replaced and we're going on 1 week without a furnace, in November/December in Ohio. Their customer service has been incredibly unhelpful and at times downright rude. I've had call their service contractors to make things move more quickly. I would never recommend them to anyone, not even someone I didn't like.

I have been a paying customer of HMS Home Warranty for over 5 years. Within that time, I’ve had some issues in the past (to which HMS has barely met the minimum requirements of fixing) but this most recent issue is the most aggravating. On November 28, 2017 my water heater failed and leaked water all over my basement. My husband placed a claim with HMS for a water heater. The next day they sent a service provider who took a few photos and explained that we need a new one.

What an awful experience this company provided. The hold time is ridiculous. I held on for almost 2 hours. I'm paying for a home warranty that I can't use. My refrigerator went out Nov 6th. I called, Total protect sent out Praise Appliance(Winston Hemmings) who indirectly expressed to me the paying customer that the appointment time scheduled was an inconvenience to him. He arrived 4 hours after the appt time, halfway looked at my fridge and told me that it had been turned off from the display screen and left. Needless to say I had to go out 3 weeks later and purchase a brand new refrigerator.

This company has been a nightmare to deal with!!! I have been paying them a premium for 5 years. This month I finally has reason to make a claim. On Nov 1st I made a claim for my dryer. I called - after a 25 minute hold time (every time I call) I made sure they had the correct phone number and email. Seems info was sent for 1 month to the wrong email. Nothing had been fixed in their system nor in my house!. On Nov 22, 2017 - I called to inquire about my dryer repair and then made a new claim for my oven. No one I spoke with ever had the authority to fix the delay problem and later the problem of sending two different technicians from two different companies thus charging me two separate service calls.

Our previous warranty from a different company has expired. We found TotalProtect online and that their price was good for us. So, we decided to just go with it. Their claims process online was very simple and easy. I like that I get a call right back and there’s no wait time for someone to come out and fix the problems, whatever it may be. Recently, I had a septic issue. They looked at the problem and realized that they were unable to fix it since it wasn’t covered. But their tech was able to give me information so I can reach out to the right people. I know some people would charge us for just coming out, but TotalProtect waived that fee for us. Everything was on point and on time. I've been with TotalProtect for a little over two years now and it was a convenient experience overall.

I called HMS Home Warranty and submitted a claim for a pump on the side of my heater. Their reps were really nice and the contractor who came out was really experienced and professional. He was able to fix the pump and I’m satisfied with it but he called HMS back and they said I had to pay for it myself since it wasn’t covered.

The customer service of this company is horrible. You get the runaround and told the untruth when you ask for a supervisor. I waited a week for a service call that never happened because the plumber they assigned me was in another state. I was reassigned again and then again. This is the second time I've tried to place a claim for a plumber and nothing happened. I would never recommend this company to any homeowners.

We've mostly submitted claims online and it has been easy and quick with no problems. The few reps I've talked to over the phone have been fine and the technicians have all been very professional and done a good job. I've very satisfied with TotalProtect Home Warranty.

Submitting a claim to Cross Country is never a problem. I just turn it in, pay my deductible and it’s done. I’m very happy with them.

First it took three different repair companies in my area to work on my Trane system. The second gentlemen reported that the compressor and TXV valves need to be replaced. It's now been three weeks since I have heard anything. I called and escalated with "customer service" and was told no supervisors or managers were working and that they would have someone call me back within 24 hours. It's now been 8 days with no contact. I am letting the realty company know they should consider recommending a different warranty provider to their home sellers. I will note that all but one of the customer service reps have been professional and at least given the impression of trying to be helpful.

Service Provider was scheduled from 8 to 12. Took off work for few hrs. Called Provider was told by wife, 11 but couldn't guarantee. I had to go to work.

I have a rental property and having a home warranty would be cost-effective on the items that were in the rental. So far, with HMS Home Warranty, the service has been very good. It was easy to submit a claim which I can do online since their website is user-friendly. I spoke with the technician over the phone and he was nice, but the tenant dealt with him directly and she hasn't called me with any complaints.

We knew that our house was an older home and it would be needing some work so we decided to purchase a home warranty with TotalProtect and we've been with them for five years. Six weeks ago, I submitted a claim for a very old furnace that had a crack in it. I did it over the phone and my dealing with their claims rep was very pleasant. Their technician was very nice and polite. He did a good job but it took him a good while to get it put in. We’d had them out a couple of other times for an appliance repair and we've always been pleased with them. They were very professional and we had a very good experience with them. They got the job done and after they finished everything, it looked great.

This place has dropped from s good company to a failure! Call wait times avg. 1 hour. No call backs from managers. Waiting 3 weeks with NO HEAT for a part they demand to source. I found it in 5 minutes on the web for $79. Absolute failure!! Will drop after this service call. BTW, 10+ year customer!!

I love TotalProtect. I call in to submit claims. If I go to voicemail, they call me back within 20 minutes. They ask me for my name, address, and TotalProtect account number. They ask me what’s wrong then they tell me what my charge is going to be. And finally, they tell me the company that they are going to send out to take care of the problem. It's been very easy and I love the service that I received. The contractors they sent were very personable, polite, and courteous. They came when they were supposed to and left the job site the same as when they came in. I'm very happy and think it's money well spent. I feel very secure knowing what I paid that I've only had to use them twice but it's that insurance in case something does happen. I have recommended them.

My claims with Cross Country Home Services are usually a pleasant experience. I've had one or two experiences with the technician that weren't excellent but the actual customer service people have been good and really helpful. Every time I wanted to submit a claim, I never had a problem doing it and I never had a situation nobody showed up after I schedule a service call. However, I was never notified that they had taken away the complementary fall and spring check-up this year and I closely follow the emails that I get from them too. I would call every once in a while and I found that out this month. They also did not make me aware that it was something that they could offer to you at a discount from one of the companies that they work with until I called up. Otherwise, it's a good program because I had another one when I purchased another home and it was absolutely atrocious.

I liked what HMS offered in their brochure. But I've submitted claims with them and the process was extremely difficult. Originally, my claims were placed online and it has been horrendous. And then in order to talk to anyone, you had to wait on the phone for over an hour. I'm a Realtor, and I have recommended HMS to my clients. And two different clients had an extremely difficult time. One has had no heat for two weeks and is still without it. And the bureaucracy of getting a new heating system okayed has kept these ill and senior citizens in freezing homes. To wait two weeks to have heat in your home is outrageous. And so, I am not very happy about it. There were other things as well, but this was the most serious.

I called TotalProtect for most of my claims and they sent somebody out. The reps and technicians were good. So far, I've had a very good experience with TotalProtect and I'll continue on with it.

Used to be great service. With my last two service issues in October and November this year, it takes an hour long wait on the phone - called 4 times and "Mary" is the only one that ever answers.

On 11/15/17, I placed an online claim with Total Protect because my washer wasn't working. The online system gave me 11/20/17 as the first available date for service. I took that date. Upon arrival at my home, the very nice repairman advised me to call him directly next time because he actually could have been at my house on 11/16/17. He told me I needed a new motor and another part. He said he recommended replacement instead of repair to Total Protect. I started calling Total Protect 11/24/17 requesting a status. I was first told that they were going to repair my machine and that parts had been ordered. I called back 11/27/17 and was told that they were still waiting for their Research Department to make a decision as to repair or replace. I have called numerous times since then. I have been told three times that I would be receiving a phone call from them with an updated status. I still haven't received the first phone call. It has now been 15 days since I filed my claim. My laundry is running out the door. Customer service refuses to forward my calls to a manager or to their research department, who apparently is the bottle neck in this ordeal. My contract expires 12/16/17. Are they waiting until then so they can not renew me and replace my machine? Are they waiting for me to purchase a new washer on my own? This is a complete rip-off!

Before you consider giving them money call customer service, an average of 45 minutes to an hour wait time. We have done a minor claim once the past 2 years. Both times filing the claim and getting someone to come was easy. After that forget it. They will cash your check and your claim will be lost from one department to the next. Dishwasher took one month. We are on week 2 with the washing machine. It’s up to the customer to waste an hour on hold each day to try and see where the claim is.

I bought our house twelve years ago. A realtor suggested that I look into home warranties and that was when I reached out with TotalProtect. My warranty covers electrical, plumbing and all that. I’ve had about seven houses that I’ve had listed with them over the last few years. I’ve always had very good success with them working with me on repairs and service. Submitting a claim was fairly easy. I knew that I can do the claim online but I felt more comfortable when I spoke to someone through phone, and then they sent me an email confirming it. That’s one reason I’ve always liked TotalProtect as I’ve never had a problem getting to speak to a real live person. Most of the time, I get right in and once in a while, I would be on hold.

My oven would not work ,called TOTALPROTECT who I have had since 2015 & used succesfuly before. Serviceman could not repair. After looking for the part , was notified this part was not being made anylonger .I received a phone call on approximatly November 6th. that they could not get part & I would be told what stove I would be able to get. Iam still waiting & every time I am able to speak to someone I get the run around. I need my oven , Christmass is coming & I have a large family to cook for. What am I supposed to do now. I have been on hold for over an hour when I call. When the repair man was here on Nov.2 he did not give me a receipt , but I have my credit card receipt.

I called to place a service call for my refrigerator ON October 30, 2017 and have not received service as of today. I have been getting the run around, no one in my area to service the refrigerator, to get it serviced myself, to Crites Heating and Cooling has taken the service call and will be out Monday, November 27, 2017 between 12pm and 4pm. I have not received a call from them, nor have anyone came out. I left a message at ** via Janet's voice mail. I called Total protect on November 28, 2017 to follow up on service call, on hold over an hour and the call dropped. I called today and was on hold for 28 minutes for someone to tell me there is nothing they can do. This service call was suppose to be an emergency due to refrigerated medicine for glaucoma, diabetes, and a infant milk. I am very dissatisfied with the service of Total Protect, this is how you treat post traumatic stress disorder disabled Veteran's that sacrificed their lives to protect this country. This situation has increased my stress and anxiety level more than you can imagine. I will spread the word to former veterans, retirees, active military and reserve members, federal employees, and whoever will listen. Maybe even call Elliot Davis. This is ridiculous. what's really a medical emergency???????

We had had a home warranty with the previous company. They kept raising their prices so, we started looking for another company and someone referred me to TotalProtect. We live in the desert, so it’s really hot in the summer and air-conditioning is a must. We submitted a claim due to a problem with our AC unit and they were very responsive and addressed the problem quickly. They sent a company out that we enjoyed working with. The technician was wonderful, he kept us informed of what was going on and got the problem fixed. It’s been several months now since the repair and the AC has been working fine. We're very happy.

I've had TotalProtect for a long time. Recently, my water heater went out and they replaced it. I submitted the claim on the phone through an automated thing. Then they gave me a number to call for a plumber. I called him so he came over and took care of it. It's been good and I don’t have any complaints about them. However, they raised the deductible from $75 to $125 and I’m never happy about it when they increase something. Still, I'm satisfied with TotalProtect. They don’t cover everything but the things they cover, they do a good job of taking care of it for me.

We've had HMS Home Warranty for nine years now and we have submitted different claims with them for our furnace, washer and refrigerator. Submitting a claim is completely automated. I just call them and they call the provider. Service is usually provided within the next day. The service provider comes out, looks at the equipment and diagnoses the problem, then repairs it. In all the times that we used them, the appliances were repaired in a timely manner. However, their prices are getting out of hand. What was at one time $70 is now $125. They keep raising their cost each year. We have since started looking at different options and different providers of home insurance.

I have been waiting for you to fix my HVAC issue since 11/18/17. The blower motor for the gas HVAC system appears to have fried out. A preferred vendor of TotalProtect has indicated a new blower is needed to resolve my issue. I was charged $125 for the deductible, andI have been patiently waiting for the part to come in. I have called 9 out of 10 days to customer service in which they indicate that my issue is set as an emergency. I have also been told that I would get call from supervisor to discuss in further detail. I have not received any calls from anyone at TotalProtect as of now.

I have had good service from Total Protect Home Service Plan in the past few years - but my recent claim on Nov. 3rd to repair a gas hot water heater has gone unanswered. A plumber came on Nov. 3rd and was paid the $100 service fee to diagnose the problem. Now 3 weeks later, 4 calls to customer service with 45 minutes on hold each time - i have been told each time that my claim was under review and would be filed in 24-48 hours. I have requested a call back from a supervisor as well. I asked the last rep if they had gone out of businesss. I would not recommend this company. Too stressful and undependable. I think it is time to call my attorney.

I got an insurance policy from TotalProtect Home Warranty and I’ve been with them for close to 10 years, since I purchased the home. I've generally had a good experience with them. Submitting claims was very easy and the reps were very good and helpful. I've had 5 claims with TotalProtect since then and the most common ones were for the oven range and the microwave. I've also filed claims for the refrigerator, air conditioner, and furnace.

I call Cross Country Home Services to file a claim and they give me a claim number. Then they call the service company to come out and everything has been fine. The technicians have been knowledgeable and friendly as well. I would refer them.

TotalProtect was recommended to me by a co-worker and I've had them since 2006. The claim is easy to get through and their customer service is really good. The only problem is that I know they use the lowest bidder or whoever they have in their network so I've had to call people a couple of times to get them to send somebody else out because people couldn't come on time. The customer service couldn't even get in touch with them. I was really displeased with the folks that the company uses to do the repairs but they would find another contractor as quickly as they can and they normally get the repairs done.

The gas company came to put in new house meters outside. Everybody had to get one and they turned the gas off for 24 hours. When we had a new gas meter in, they turned the power. But when they turned the water heater back on and relapse the furnace, fire blew out of it and they red tagged it. It was the original furnace when this house was built in ’86 and to me, that doesn’t seem so long ago. We bought it eight years ago from one of our family and they took care of all their stuff. I still have the paperwork about where they installed that furnace. It has worked fine but they wouldn't lock the furnace or let nobody else look at the furnace. 

The thermostat in the house stopped working and there was heat in our air conditioner because we had a new thermostat. So, I called HMS and I got an intake worker who then put me through to the correct party that I had to speak to and they walked me through in 10 minutes. And in 15 minutes, I got a call and they were going to come service the part the next day. So, within 24 hours the problem was fixed.

I've had TotalProtect for many years now. I've used HomeServe too at one point. I left HomeServe since they didn't cover my air conditioning and wanted an additional $500 to get the part. It was a bit expensive. I went back to TotalProtect and I've been pleased with them. They did the installation and everything and it was covered by my service charge. Everybody's been quite efficient and very thorough. I've submitted about five claims and the people they send do a good job. They seem to all want to have a business concept working with TotalProtect. With the air conditioning, they came and analyzed it, ordered the part, and then came back and fixed it. They were prompt and neat. I just had a guy who worked in my bathroom and he was very good, too.

I am renting a house and the landlord bought a warranty through his realtor for a HMS Warranty. The oven broke during the time we were there and there is a problem with the well pump. The appliance company came out over 3 weeks ago and submitted a request to HMS for the parts. The parts never came in. I called HMS and was on hold for 45 minutes. They said they would trace the parts and have someone call me in 24-72 hours.

I purchased the home in December and received HMS Home Warranty with it. I extended my insurance and I have it starting again and renewing it for another year. My AC went out in the summertime and they had replaced it. Then my heating went out and it was a quick fix. The claims process was super simple. I just called and I told them that I had an issue with my air conditioner and they gave me a company to call. They came down within a few days and the tech looked at it and told me it was junk and that there was no repairing it. So the unit totally needed to be replaced. It took another week to get it down here and they fixed it in one day. The heater was a matter of three days and they fixed it that same day that they came out. Everything went well and it was a great experience with HMS Home Warranty.

I've been with Cross Country since 2007, and their prices have gone up and I don't use it very often. Most things come up like clockwork, and I've had some problems. Last year, I had to wait for more than a month for a part to fix my stove. So, I had no stove over Thanksgiving and almost didn't have one for Christmas. And if I did not have another stove I could access, it would have really been problematic. I understand that they have no control over getting parts but they can be more upfront about it. There's only one place for them to get the part, and it was supposed to take a whole month. So, they get to benefit and take another week before they can tell it to the person who's going to come and put it on.

We are experiencing an electrical issue. I first placed my claim, TotalProtect ("TP") assigned me an electrical contractor. I called that contractor who said, "We don't work with Total Protect. I don't know why they keep sending people to us." The next electrical contractor only serviced HVAC. We have an electrical contractor that we prefer to work with. I called to get them approved. TP gave me another number to call for that contractor to sign up. The contractor let me know that they were given the run around, after being on hold for 30 minutes. I called TP customer service again, told them I want service before the electric service as this is a safety issue. Customer service said she would escalate to their dispatch service, and it would take THREE DAYS to get a call back. Ridiculous! We're already into this five days! It would be more than one week by the time I heard something. We are having a safety issue in this house with an entire wall of electric NOT WORKING. I asked to speak with a manager. Customer service (who I realize is only doing her job and was fine) said she would put in an alert and I would get a call back on Monday. To set my own expectations I asked for a name so I would know who was calling. Customer service said it's not one person, it's a whole bank of management and she wouldn't know who was going to call me. I asked for a number for management and dispatch so I could escalate to get our safety issue solved quicker. Customer service let me know there is no number. Completely frustrating.

HMS is awesome. Submitting a claim was effortless. I call them and just as little as two or three minutes, they answer right away. They ask what they can do and then they say that a service provider will be dispatched to me. And it would only take a few days for the technicians to get here. The technicians were respectful and they may even do a little extra while they're out. I had only one instance where it took a while and the person never came. He even lied that he came too soon and left a note that he couldn't come back when he didn't. I had a horrible experience involving an issue with my kitchen sink because no one ever came.

I'm a single woman who lives alone and is getting older. I can't fix everything and I liked TotalProtect's terms and conditions. I had talked to people that have other plans and theirs didn't seem to be as good as TotalProtect's. I usually do claims online but I had to do the last time on the phone because half my house didn't have any electricity. Online, it's snip-snap and real easy but the phone took a little bit too long. The recording said there was high call volume and it was going to be a 20 minute wait but it actually took 40 before somebody answered. The claims representative was fabulous though. He was very knowledgeable and friendly. We joked and I liked him.

I've been with TotalProtect for five years now. My wife goes online to submit claims and I do it over the phone sometimes. I mostly dealt with the pool people and they've been fine. I would recommend TotalProtect from what is done and what I've had with them. It was a good experience overall.

I have had this service for 13 years now and the last few years the customer service has gone down. I have had an issue with my dishwasher and filed a claim online on Oct. 10. It is now Nov. 24 and this dishwasher is no closer to getting fixed. Miscommunication and glitches with the new system HMS caused them to cancel my service order and start a new one. I have waited on 3 separate occasions for the service providers that did not show up, waited on hold for over 30 minutes at least 3 times to speak to an HMS agent and also have not been able to speak to a supervisor to help me resolve this situation. I have paid my deductible for servicing the dishwasher (on Oct. 20) and yet am still waiting for an appt from yet another service provider, think this is the third one. My contract is up this spring and I'm pretty sure this may be our last year with HMS.

On November 2, our washing machine started freezing up with an error code. Called HMS and had a service rep come out. He said our washer would need to be replaced and he submitted his paperwork. To this day, HMS has neither called nor emailed me about the pending claim. The status shows "waiting for parts", but when I finally spoke to a rep, was told it was in "research", they would note file, and I would receive a call within 24 hours. Nothing. Called again today and was told the same thing. No supervisor was available to speak with. I am told there is no way for them to get in touch with the research department, so I can only assume that department is located on Jupiter? I have been a customer for over 7 years and have paid monthly premiums. Now, when I need to actually use the coverage, I am apparently not even worthy of a phone call or email. Horrible.

I’ve been with TotalProtect for about 5 years now and in our most recent claim, a very nice man come out here to fix the air conditioner. He called up, said he was in the area and wasn't far from the house and the next thing I know, he was here. He was very efficient and he called in to check with us a couple days later if everything was going well still. We were impressed with him. Our experience with the dryer was a good one too. They put in a new motor and it still didn't work, so then we ended up having to get a new dryer. That was all for the cost of $75. One time we were going to have them come out here and fix the garage door but ended up not using them because a guy in the neighborhood already fixed it. They kept calling to see if we were okay because we had submitted a claim. I had a wonderful experience with TotalProtect.

The previous owners had purchased a one-year program from HMS Home Warranty as part of the enticement to buy their house, and we have renewed with HMS twice now. The reps were great and the technicians that they have sent out have all been very good. I like the company’s simplicity and we were happy in the first and second year. But in the second year, we were like, “Is there really a need to?” Maybe it was cheaper for the year, but it was an extra 25 to 50 bucks every time we have an issue and any savings that we were going to get from another company would have been washed out! We submitted claims on the phone because we have had issues with the online option, which is not quite as friendly. We dealt with their automated one the other day and it was really hard to navigate through. My wife says sometimes that the wait on the phone for more than 10 minutes to get a hold of someone is a bit excessive, so she just gave up.

I ordered new appliances and I wanted them covered but I didn’t know where I was going to go, whether with Sears or someplace else to cover the insurance on it. When I got TotalProtect’s paperwork in the mail, it looked fine and we called and we took it. I like their plan and everything about it. We had a problem when my sink stuck up on a Saturday night. We tried to clear it but we couldn’t. We needed a plumber so we called Sunday and they gave me a claim number and a company, Family Plumbing. We made the appointment and the plumber was supposed to come between 8:00 and 12:00 but he didn't show up. We called TotalProtect again and they couldn’t get Family Plumbing on the phone either.

My experience in submitting a claim was very positive. I made a phone call, a time was set, and the man showed up and fixed it and was off. The dryer is working and I am very satisfied.

I've been with TotalProtect since 2005 and I've been happy with them. City Mortgage, my mortgage company, showed me the information on them and I signed up to get them. I turn in my payments along with my mortgage payment every month. I also heard of them a couple of years ago, when I had some work done and the plumber who came out told me that he uses TotalProtect on all his rental properties. He told me that it was the best one so his properties are covered for things like the water heater, furnace and what not. Another set of plumbers came in September and they too use TotalProtect. They also has a plan while some of the other ones don't. They also have a deal where I can get appliances at a discount anytime. I have a number that they have me to identify myself as a member of their services.

You only get them on the phone when you want to purchase the warranty....I have stayed on hold for over 2 hours and no one has ever picked up. This has happened over and over ( no one ever picked up) ! ! ! The only time you will get someone to finally answer your phone questions if you call in the wee hours in the morning.

We had HMS Home Warranty with our last home in Ohio for two years and we had a very good experience with them. Even after it expired, we still renewed it right away because they provided such a nice service and the price is exceptional. Getting a home warranty is a good idea. We would simply call to submit a claim and they would ask for information, give us a claim number almost immediately and tell us that we would be getting in contact with a representative. Usually, we are contacted by a representative, who HMS represents, to come out here and fix the problem. HMS calls, tells us the name of the person and gives us their phone number as well. They were very expedient and very helpful.

We were shopping for insurance on our home and my husband came across TotalProtect, which they had good reviews. The first few times with TotalProtect weren't too good. I called over the phone to submit the claims. For the first two calls, I had to wait. Also, when we scheduled the appointments, they got them all mixed up. That happened three times and they had to reschedule. First, they worked on the washer, then the dishwasher and then the dryer. The repair of the dryer went well. The services of the technicians that came here weren't the best as they have an attitude. However, that's a hit and miss. Eventually, they took care of the problem.

I used TotalProtect twice on my apartment for the same thing because the technicians were not sure that the warranty would cover the work so they had to go back and call TotalProtect. Then TotalProtect explained to them that it was covered and the technicians went back and fixed it. The people in the apartment have told me that the technicians were very nice. When I called the claim in, I was also taken care of very quickly and they were very nice and cooperative. TotalProtect was so good that I extended the warranty to my other house as well.

I've been a TotalProtect customer for 4 years. My washer-dryer (single unit) has started making

We moved into our home in August. The warranty was provided to us from the buyers. Almost immediately after moving in, our dishwasher stopped draining. We called the home warranty and it took us 4 attempts before being assigned to someone who worked on our brand of dishwasher. The tech came out twice and recommended replacing the dishwasher due to major issues. It took us over a month to hear from the warranty company what the outcome was (only after I called them repeatedly). We were then told that it was approved to be replaced, already ordered, and we would receive a call within 3-5 days to schedule installation. Another week and a half went by. No call. When we called back in, we were told they were not replacing it, but repairing it. Even our service tech was confused as he, too, was informed it was being replaced.

My water heater broke on Sat. Nov 11 2017. I wasn't worried as I have a home warranty through HMS (Cross Country), and in the past have been pleased with their response. As it was a weekend, they stated they could not get anyone out to my home until Monday. On Monday, Nov 13th, their service provider did arrive and informed HMS that I needed a new water heater. Since then...nothing. I have called numerous times and each time have been told that due to a new computer system, my claim was still in 'research'. The first call, I was told it would be 24 hours. The next call, I was told 3 days. The next one I was told 7-10 days! 

My experience with TotalProtect has always been good although I got a guy who didn’t know what he was doing to fix my air conditioning. He put a part in and it ran for a while and when he was long gone and it quit. So then, I had to wait but they got another company right away as fast as they could, but when he got here he said that he had to order a part. That took a better part of a week but I didn’t blame TotalProtect for that. The guy knew what he was doing.

I tried on Saturday to file claim with HMS and I was on hold for more than 40 minutes so I just hung up. I called back on Monday and the hold was about 20 minutes at that time. They denied one of my claims and I had called them that the person who diagnosed the claim made an error because I had someone else not affiliated with HMS diagnose the claim and they said something totally different. I asked the HMS representative if they would consider reopening my claim and they declined it saying it was still structural and not mechanical. And I accepted that.

I've been with TotalProtect for a few years now and my experience with them has been very good. They're very reliable. Our home is aging and things happen so a home warranty is for our peace of mind. Submitting a claim with them has been effortless. Once, they assigned a company to me that had negative information in Better Business Bureau so I called TotalProtect back and they assigned me another company. The contractor from the other company came out on time and did an excellent job within 20 minutes, which was very quick. I look forward to more opportunities with TotalProtect in the future.

If I could choose fewer stars, I would. I signed up in August. Filed a claim in September. A service man came to my house October 21st and I paid him a $125 deductible. It's now November and NOTHING has been resolved. I tried to call the repairman and all I get is his voicemail. I read his business' reviews online - ALL NEGATIVE!! Do they check on the quality of the businesses they use? I've called (stayed on hold for at LEAST 45 minutes every time). I just need SOMEONE in this company to answer and complete the claim!

Initially got service included with my home and mistakenly renewed for another term. My refrigerator's ice maker/water has had double digit visits from providers and still doesn't work (no consideration of replacement and I know they have paid more for all the fixes then what they could have paid for replacement at this point).

They didn't fix my air condition unit, gave me the run around for a couple of months and when I called customer service they put me on hold for one hour and you can never talk to a supervisor!!! They tell you that they don't have a # for a supervisor you have to wait for them to call you.

The previous owner of this property recommended HMS Home Warranty and it has been great. When my toilet leaked and the fill ruptured, I called it in and the claim was taken care of. The reps were very polite and professional. The contractor was also professional and very informative.

Our home warranty policy was purchased through our real estate agent when we bought our house. We have been glad to have the policy as we have placed 2 claims in less than a year. The first claim was for our washer and it was handled, repaired, and good as new in no time. No hassle at all. Our second claim has been a completely different experience! Our heat was not working at the beginning of the season so we placed a claim. Two days later a repairman deemed it would need replacement. That was 14 days ago.

I have had a very good experience with TotalProtect. They knew what the problem was and solved it on time. Plus, I haven't had any more problems. My sister also has TotalProtect. She's really good at researching and does a lot of it. I have a lot of trust in what she decides to do. So, when she's selected someone, I know that she's already done her research and I don't have to do my own. I'm not very good at computers so I ended up calling in my claim. They were very courteous and took care of it. I told the tech what the problem was with my refrigerator. He looked around and said he knew what it was. He knew that there were a couple of broken pieces. He replaced those and he took care of the issue.

I've been with TotalProtect for 10 years now. Having a home warranty is the easiest way since I know nothing about appliances. It’s easy to submit a claim and I do it mostly online. When I submit over the phone, the reps I talk to are good and they answer whatever I need to ask. And the technicians were excellent. A while back, I had an issue with my air conditioning unit. It was in the middle of the summer and the technicians had to wait for the central air machine to arrive. But they were able to replace it right away when it arrived. Recently, I submitted a claim for my water heater because it burst. I put a claim on Friday night and the technician checked it Saturday. He found a replacement and put it back there and the process was done within six hours. I recommended three of my friends to TotalProtect.

Our realtor gave me three different numbers of home warranty companies and HMS Home Warranty had the best deal, so we picked them and got a warranty from them. Our experience in submitting claims has been good and we've had good interactions with the claims reps. They took care of the issues right away and got back to me within a reasonable time. Normally, it was great with the technicians too. In our first claim, they were here a day or two after we booked them. In our second claim, they could have been here in a couple of days, but we were out of town so they couldn’t come earlier than a few days after, due to our schedule rather than their availability. It was nice that the technicians came early and did a great job in a timely manner.

When submitting a claim with TotalProtect, I go over the phone and explain what the problem is. Then I get a recording to call the local contractor for the problem. I do that, and it goes well from there. The contractors that they’ve sent have been good. They take care of the problems. I’m happy with the service, overall.

I've been an HMS customer for a couple of years and I love their service. We have definitely benefited from having our homeowner’s warranty. We did a claim for HVAC and it went good. When we first got on the HMS system, we were blessed to be given a certain contractor who was wonderful. He was quick and thorough. He fixed the problem right away. So, when we had an issue the next year, we were able to get the same person to come out and we've been matched with him every time.

I own a home, which makes sense to have a home warranty, and I've been with TotalProtect for a year now. When I submitted my first claim over the phone, there was no wait time and everything went smooth and well. The claim was for my AC and a tech fixed it the next day. My experience with TotalProtect was excellent and I'm satisfied.

My friend's mother had TotalProtect. My husband passed away two years ago and I'm by myself, living on social security and I figured I needed some protection. I got TotalProtect and I've had them for a year and a half now. I've submitted about three claims through their website and over the phone. They're very good about the claims and they make it very easy. Their reps are very friendly and very efficient. Also, the technicians have been great, very friendly and thorough. The quality of their work has been very good. But the last time that I had a guy come, around the first of October, the job wasn't done completely and my air conditioner had problems again. I just had a friend finish the job.

HMS home warranty was included when I purchased my home. I've had it for 10 months now and I had no issue filing a claim when I had a legitimate issue. I submitted a claim over the phone and the claim representative was courteous and helpful. The technicians were great and the quality of their work was excellent. I'd recommend HMS Home Warranty over other companies that may give a hassle.

I had to place the claim online because no one answered the phone. They send me an email with a service company that does not service my area. They scheduled time and date. No one arrive to service at my house. I called HMS and they always have horrible wait time any time of the day. No one has responded to my emails even to the claims department I made. They automatically renewed my membership at the time of renewal. I am going to call my company and stop payments to HMS for the warranty.

I have never in my life dealt with such a JOKE of a company. After my initial claim on 10/30 to report that there was a gas leak in the stove top (per a visit from our local gas company) it has been nothing but the runaround. I was told that I would hear from someone in 24-48 hours from HMS or from a vendor of their choosing to come assess the situation. No one called me. So I called after 48 hours and sat on hold for an hour and 15 minutes - then I had to hang up. Every time I call them there is over an hour hold time to speak with someone who really can't help. 11/3 when I had the day off I sat on hold and waited close to an hour and 30 minutes for them to give me the name of the company they would have do the work - that this company would call in 24-48 hours. AGAIN this didn't happen.

If I could give less stars, I would. I am so frustrated right now. I feel I have no recourse and at this point, looking to find every place to post a negative review on HMS and the service provider they sent out that I can. Let's see if I can list my problems for efficiency: The service technician they sent was JGR LLC from Queenstown, MD... 2 hours from my unit. The technician arrived in an unmarked car, without a uniform, and a sketchy sidekick. I asked for identification, and he told me who he was. I asked again for something that confirmed that, and he gave me his credit card. No picture id, no business card. Nothing. And I am a single female.

I called on October 26 to get someone scheduled to look at my washing machine. I have gotten nothing but a run around. After going back and forth, we finally had to have someone out that we paid for out of our pocket. He called an authorization number and was told it would be 3 -5 days before we would hear something. It has now been 9 business days, and this matter has not been resolved. The customer service for this company stinks!!! As soon (if it ever is) this matter is resolved, I will be cancelling my insurance!!! If I could give less that 1 star I would!

For the last few days, I have spent at least 3-4 hours on hold trying to get through to customer service. I still haven’t talked to anyone about our claim. How can you as a company provide customer service, if you don’t even answer your phones? Super frustrating as a homeowner with a so called home warranty. We have had serious plumbing issues for the last month...still no resolution. I’m sure we could get more accomplished if we could actually have a conversation.

It was easy to submit a claim to HMS. I do it online or I call them. Their reps were very helpful and nice. The techs who came were very professional, knew what they were doing and even offered us additional advice than what we had called about. Also, the quality of the replacement products they used is very good. My refrigerator went out and they replaced it with the same KAFF. It was the newer edition but it was very high quality. I was impressed by that. Overall, HMS was easy to work with and they have provided good service. I would definitely recommend them.

Oct. 30 - Filed a claim online. Oct. 30 - Received an email with the claim information and the company they assigned to repair. Oct. 30 - Called the company - they needed to call me back because they didn't have any information on the claim yet. When we finally connected, their hours of availability were horrible. Doing further research on this particular company - the reviews were terrible.

TotalProtect came through my credit union advertisement and I inquired about it. I have a lot of problems in my new home and I felt as though as I was spending a lot of money in repairs so I went ahead and consolidate the payment and see if I can just get something a little bit better. I’m in a rural area so there’s not that many local companies that are signed up with TotalProtect. The provider is in another state so you can imagine the willingness of one to come and do a service when it’s just that far away. In a business point of view, I can understand that but it’s not good for me. In submitting a claim, it was hard to get through when I call sometimes. But once I got through, the service was excellent. If I was in another area where I can have more providers it will probably be a lot better.

We've been with TotalProtect for over a year now and we've submitted claims twice. We submitted over the phone and it went perfectly fine. They were very kind and the wait time was very short. The technicians were very professional. TotalProtect met all of our standards and we are 100% satisfied with them.

If I could give a zero star review I would. My heater broke down 2 days prior to moving into my new house on October 29, 2017. I filed a claim over the phone with HMS and they lost my claim number every time I called them. Every time I called it's always the same excuse blaming it on their computer system. The wait times were always 30 minutes or more on hold. They issued me a claim number and as usually they would set up a repair. A few days went by and I didn't hear back from them. I went online and found out the claim number they gave me wasn't even mentioned on my account. I filed a claim online on their site, which by the way has no complaint number you can call. They set up for a repairman to visit the next day by Action Mechanical Services, Inc. A man came by and said my furnace needed a new part because it wasn't igniting anymore. He took a $100 deductible and allegedly ordered the part and was waiting for HMS to approve the repair.

I can't stress how displeased and disgusted I am about my experience with HMS Home Warranty. I purchased my current home a year and a half ago. The seller purchased a one year warranty from HMS. This warranty was set to expire in May of 2017. I got constant, persistent emails and calls from HMS asking for me to extend the home warranty service. I agreed to extend the warranty coverage for another year.

Your service has gotten very, very poor.

It has been about a year ago when I first heard about HMS Home Warranty through my realtor. So far, I like their service very much. I had a unique situation and they worked with me to make sure that I was satisfied. Everything worked out as expected afterwards.

TotalProtect's service policy is cheap. I have checked around with some other people, and their service fee was still a little cheaper. Though it has gone up, I'm still pleased with it. Additionally, submitting a claim has been good. I prefer talking to a live person rather than the automated system because sometimes I'm not sure which category the service job comes under. And their claims representatives have been excellent. They were able to answer all my questions and they have been able to call the company and get somebody out pretty quick. So far, the longest I have to wait for someone was three days. Also, the technicians they've sent has been on time and they stick within the time frame they give you. They do excellent work. I haven't had any problems. Overall, I have recommended TotalProtect.

I contacted HMS on 10/26 for a washing machine issue claim number ** , on 11/6 Sears came to my home and told me it would cost more to repair than to replace. The technician then called HMS to report his findings. HMS said it would be 48 hrs and an HMS would contact us about a replacement. 48 hrs. passed after 2.5 hrs. on hold I was told it would be another 48 hrs. It goes on and on day after day for a total of 62 hrs. of my life dealing with HMS on the phone and 6 unanswered emails. And still no response or resolution and a none working washing machine in a house of a family of 4 with a 1 year old and a 4 year old. 200 dollars spent at the cleaners, 100 dollars spent on a deductible to HMS and 489 dollars spent to purchase the home warranty. Thanks HMS for taking my money and providing nothing in return, where I am from that's call stealing.

This company owes me, according to their own decision, $1,357. I have sent my receipt to be reimbursed, but mysteriously, they now cannot help me. I have called them more than two dozen times, with an average wait time of over 20 minutes. Today I waited on hold for 37 minutes before my call was dropped. I have had to call multiple numbers, including numbers designated for real estate agents and contractors because no one at customer service can help. I got an email confirmation that I would receive information regarding my claim payout in 3-5 business days 13 business days ago and have had literally no one there respond to any of my emails or requests for information. I have sent my receipt to the requested email twice, receiving confirmation both times. I have sent it to two individual employees I waited on hold to speak to.

11/7/2017 Heater stopped working. 11/8/2017 I called HMS to start claim (on hold for 40+ minutes). I was told that all was fine and the claim was submitted. The first service provider did not answer calls to schedule appointment. I call HMS again to have the service provider changed to a company we had used in the past. I was told that I could not change providers since they had already submitted the claim. I called HMS again, spoke to another service representative and the change was made after HMS called the first service provider and their calls were not answered. 11/9/2017 I called HMS TWICE (on hold each call for 40+ minutes) to find out why my new service company had not received my claim. I was told that they had submitted it. Called my service provider and they did not have it.

HMS Home Warranty was recommended to us by our realtor as being one of the good ones to work with. We've been submitting claims via the computer and it has been very easy and we’ve received prompt service from them. The techs that came were professional and the quality of their work has been really good. Our hot water heater was leaking even though we got a new one, and they came right out and were on top of taking care of it and did not charge us because they said there was a year's worth of service on that piece. The only one that we had trouble with was our gas fireplace. That item wasn't in our warranty even though we've gotten the extended package and they won't even come out and look at it.

Submitting a claim to Total Protect was easy. I can either do it online or by the phone. When my water softener gave out, I called them. They got right back with me even if it’s during the weekend. They have different plumbers doing different things. They sent it directly to the proper plumbing service, and they got right back ahold with me. They sent a plumber out and the plumber said the water softener needed replacement. There were a few extra charges for the installation that was over and above the initial $100, but I understood that there was going to be an additional cost. Nevertheless, they did the job. My experience with TotalProtect is really good.

It’s been more than 10 years that I’ve had TotalProtect Home Warranty and I’m not fully 100% satisfied with them. The reps have always been courteous and nice when I call to report a claim. Then they told me that someone would call me and I had to deal with that person for the appointment. I called them to submit my claim three weeks ago for my garbage disposal. But I had a problem with the results because the serviceman didn’t do what he was supposed to do. He came and saw that it had to be replaced. He said that he can do it at that time and I questioned him as it was not the kind of disposal that they have but I wanted to know whether it was a half horsepower because that’s what I had in there.

Wow, so in the past it has been relatively easy to file a claim and get fairly prompt service and appts, however today I was on hold for 60 min waiting for customer service to take my call. Someone then answered and hung up on me. I called back and am now waiting 70min and counting. This is ridiculous, it has consumed my entire day. They should initiate a call back option where you leave your name and number and it holds your place in the queue. I am beyond upset.

We purchased our home in July. We made a claim on Oct 9th that the furnace didnt work. Here I am Nov 13 and I still have ZERO heat in my house. We live in northwest Pa where temperatures have gotten as low as 17 degrees at night. The warranty company sent the wrong unit first and then after a week of hearing nothing I call to find that the new one has not been ordered and is in research.

I have been without heat for over a week now. Each time I call Total Protect I have wait over an hour every day I call to get a status. I'm told each time that they are waiting on the furnace to come in. It should not take more than 2 days to get a furnance unless it's coming from outside the country! Totally disappointed in the customer service and time it is taking to get a result. Freezin in CHICAGO!

We have been customers since 2013 and our experiences with this company have been comparably worse in the last year than ever before. Most recently we placed a claim two months for two toilets that were not working. The plumber came out and said that they needed to be replaced. The company would only approve the lowest grade toilet, which was in no way comparable to our existing toilet. We had this same issue years before and a supervisor agreed with us, approving a more comparable, but still not on the same par as our existing toilet. However, on this recent claim we have not had any response from the company despite me calling several times and being told on three different occasions that the claim would be escalated and someone from that department would call back with 24 hours.

I have been in my home for 3 years now. I have been complaining about issues with my heater since year #2, have paid the $100.00 deductible 3 times about my furnace not operating correctly. They said stuff was installed improperly like I made the changes to my furnace. Now it is quite cold outside and I have space heaters plugged up trying to keep my home warm until I can replace the unit. The way they treat retired, disabled veterans is a disgrace.

I started a claim for my home heating system on 11/03/17, mind you I did not get a chance to speak with a live person, an automated system, took control ( extremely bad voice ) comm. it supposedly made an appointment for service (did not confirm with me) and hung up! I tried calling back right away, then started the endless hold times, after 1hr and 40 mins. I actually spoke to someone, the CSR (customer service Rep.) said I had an appoint with a local service company, she gave me a name & tel #. I called no answer, got an answering service, gave me a cell number to call, the cell did not answer or have a VM set up to leave a message! I started calling back 2 days later and 2.5 hrs more of hold time, spoke with more CSR's and a 2 Supervisors, was promised call backs, (NOTHING)! I was rudely spoken to by a (Authorization) person, whi I had to call to get approval to have my own service comp. come and look at my System, (my service person was on the call with me) as the Auth. person was Sarcastic and Rude, so this process of a claim has been 8 business days and I have been lied to and ignored, hung up on. I have no heat and its the middle of November> what the hell is with this Company/, My advise do not call them do not write a contract with them, go anywhere else you can. I'm Done!

Filed this claim a month ago and after 2 weeks finally got a repairman out who said the machine was gone. Now another two weeks and hours on hold still no machine. Customer service is terrible, feel like I am being purposely ignored. Will not recommend this company to anyone, a waste of the $3500.00 I have paid them in the last five years.

My brother told me about TotalProtect and it seemed TotalProtect had a good deal so I went with them. Submitting a claim is very simple and it was a very efficient experience. I call them and give my number then the claims rep contact people to go out to the property. Their reps were prompt and courteous. The lady that I interacted with was professional and answered all my questions. Their technicians were good. They told me what I needed and I paid my deductible. I was out of town when they went so I had somebody else to look for me but I got the invoice and everything that they gave me. Everything was fine. TotalProtect did an excellent job and I got excellent customer service.

My fiancé and I bought our home this summer. We purchased a premium upgrade warranty through HMS when we signed our contract. In early October when we noticed our air was not cool, I filed a claim on the 12th. A technician came out on the 13th and sent his report to HMS that same day, as well as the following Monday. This is our only unit for our home. After calling and following up many, many times, and receiving different stories each time, I was told my claim was stuck in the research department. It stayed there for 2 weeks. Meanwhile, I keep reminding HMS that the temperatures are dropping here in VA, and that we have no heat in our home until this is fixed. Mind you, we also do not have a fireplace. On the 1st of November, the parts are finally ordered with a promise of arriving in 3-5 business days.

My refrigerator has not been repaired since October 23, 2017. October 27, 2017 technician evaluated refrigerator, said, the parts need to ordered and will be available in 7-10 days. November 3, 2017 called Cross Country, October 31, 2017, authorization was sent to service provider (Appliance Service Plus), I was on hold for 1.5 hours to receive that information from customer service. November 6, called service provider, parts cannot be ordered, called Cross Country to get status, on hold 1.5 hours, told them what service provider stated, they said service provider will need to call them. Called corporate office talked with case management (Megan) said she was sorry. Parts will be ordered.

I have been with TotalProtect Home Warranty for 10 years and my experience with them has been very convenient and very smooth. My recent claim went fine. They came and checked the AC unit, found the problem, and then rectified it. Their technicians were very good.

I got a booklet that said what HMS Home Warranty would do and that if I had a problem, I could call them and they'd come. When I filed a claim, I called them on the phone and the techs were all very friendly and polite and they took care of the problem. HMS has been good, they came when they were supposed to and the job was finished.

On Monday, November 13, 2017, I attempted to call Total Protect to check on an existing claim. I placed the call at 2:30 P.M. One hour later I hung up after being on hold the ENTIRE SIXTY MINUTES!! This is not the first time this has happened. CUSTOMER SERVICE AT TOTAL PROTECT IS NON-EXISTENT!! I will be canceling my subscription with them as soon as this claim is completed!!

I HAVE BEEN TRYING FOR OVER ONE MONTH TO HAVE REPAIRS COMPLETED ON KITCHEN APPLIANCES. WAIT ON LINE FOR OVER 1 TO 2 HOURS TO GET ANY ASSISTANCE. THEN JUST LIP SERVICE. I AM A REALTOR AND THIS IS THE WORSE WARRANTY COMPANY THAT I HAVE EVER HAD TO DEAL WITH, THEY ARE QUICK TO GET YOUR BUSINESS BUT WHEN SERVICE IS REQUIRED THEY GIVE YOU THE RUN AROUND WITH NO ONE TO CALL FOR ASSISTANCE! I DO NOT RECOMMEND THEM!!!

We had just bought a brand new home and TotalProtect was offered by the bank. Submitting a claim with them has been pretty smooth. When I call, they ask me questions and I answer it short and sweet. The techs that they’ve sent were wonderful. There was one incident when a tech was supposed to do something that he didn’t do. But when his next check came out, they fixed it. So everything was fine. TotalProtect is an awesome service for the working people.

I’ve been with TotalProtect a number of years. It was the one that was offered through our bank. They’re a good way to avoid large bills. Submitting a claim has been pretty easy. Recently, though, we've found it's a little difficult to get a person on the phone and we're dealing with answering machines instead. That’s just within the last weeks. We have never gotten anyone on the phone. We tell them what the problem is on the answering machine, they call a company and the company calls us and comes out and takes care of the problem. So far, everything we've done has been very good.

I was preparing to sell my home and my realtor suggested HMS Home Warranty. Submitting a claim was easy as it could be done online and the tech was very responsive to phone calls. He came on time and he was amazing, awesome and so meticulous. He always explained to me what he was doing, what was going on and how long things were taking. He went above and beyond so I highly recommend him. Also, the quality of the work was fantastic. One of my co-workers had a negative experience but he managed to resolve it. But I was very happy that mine was very pleasant and very very smooth. It was perfect.

I got an advertisement in the mail from TotalProtect and I read their booklet. I liked what they offered, what they do and what they pay. They explained everything so I decided to go with them and I'm glad I did because I've used them three times. When you call a professional, for them to come and to give you an estimate, it costs you. And then sometimes they come and even if they can’t fix it, you still have to pay them. With TotalProtect, when you have appliances and things like that breakdown, it's much better to pay $100 and the rest they take care of it. When I submit a claim to them, they get on it right away. I would do it over the phone and I would be able to speak with a person. The people there are very nice and the technicians that come out call me when they're almost here. The quality of their work is excellent and awesome, and I'm very happy with TotalProtect.

HMS Home Warranty came with the house when I bought it. It's difficult for me to submit a claim with them because I can't do it through the web. I live in an area with a zip code that is split between two different areas of my state and HMS tend to group me with technicians from outside of my area so they won't service me. So I have to call in and tell them not to send somebody from the Washington D.C. area because they won't come out. I also have to tell HMS that they've got to give me someone from Baltimore and ignore the fact that my ZIP code says that it’s part of Maryland. So, that's a big frustration.

I've had TotalProtect for about five months and so far, so good. I filed a claim over the phone and everybody was great. It didn't take long and they were very helpful. The claim was for a pipe that was corroded that led into our bathroom. They only had to replace one small part of it, and they took care of it all in one shot. The tech came in, did his thing, and he was very professional. I was pleased with how easy filing a claim was. It’s very consumer-friendly, and it seems to work. I had a great experience with TotalProtect, and I would recommend them.

I call total home and they sent out a tech who charged me 45.00 and then never sent in a quote. I called him back and he refused to answer my calls. I called Total and they sent me three more companies that never showed up. Now they wanted me to find someone. Every one I called refused to work with Total home Warranty and now they have refused to refund my money even though they couldn't supply the service they sold me. Stay away There is a big problem when other companies will not work for you.

We recently bought a new home and so we asked the owners for a home warranty and they bought HMS for us. We’ve had to submit three claims. The first two went smoothly, and the third was a total headache. Every time that anything’s happened, I haven’t been 100% certain whether or not it’s covered by HMS so I have always wanted to call in and speak to somebody in person. The reps are friendly and they’re quick to respond. They’re not always right but we have gotten everything solved.

I’ve been in this home for about 17 years and I’ve been with TotalProtect for close to 15. They stand behind their warranties and I have always been very pleased with their professionalism and their speed of getting things taken care of. There was one time when they questioned something but they seemed to make it right. I recently had some plumbing issues and they were right on it. Before that, it was a garage door opener. They are very polite and they hook me up with people who tend to be of the quality of service.

Some of the appliances don’t hold together like they used to, so I took a little advantage of the protection from TotalProtect Home Warranty and get a little better deal if something happened to the appliances. I called in a claim early morning because I ended up walking to the kitchen into a puddle of water. I got a chance to talk to somebody very fast and their rep was helpful. She explained everything that was going to happen and she said that it will take three days.