Cinch Home Services Reviews

We moved into our new home in April and I started using HMS in July. Three weeks ago, we submitted a claim for the air conditioning system. The upstairs AC ran out of something they had to replace and then the bottom one totally went out. The second problem jumped in before the first one got taken care of but they were all air conditioning-related. I called HMS first, told them what was going on and they did a review. They checked the homeowner’s inspection report, did their process and then they called me back and said it’s been approved. They gave me the number of the person to contact and I called him. He came out, took care of it and his work was great. I'm perfectly happy with HMS. They took care of everything and as soon as I called, they followed up and kept close contact with me.

The previous homeowner had the policy with HMS Home Warranty when I bought my house and they offered it for the first year and I just continued it. Over the four years that I’ve had them, I’ve submitted about five claims. They were simple stuff like breaker switch and garbage disposal, and everything was fixed quickly. All of the service people and the companies were really accommodating and really good. They were efficient and never late. I really appreciate it when they offered the deductible plan where you pay a higher premium, but the deductible was lower. They had it for one year and then it suddenly stopped so I try to not use it because I had to pay that amount and then still have to pay $100 for something small. If they had the option, that would help me make a decision to continue year after year.

I have been contemplating to get a home warranty for a little while. My sister had one with TotalProtect and I went ahead and did it. Whenever I submit a claim, I did it online. They sent somebody and gave the number to call. The technician that they sent and the quality of work performed were both great.

Cross Country is the only home warranty company I’ve ever used. They came in with a credit card statement and were the one I found available so I called and signed up with them. I contact them to place or follow up on a claim and 90% of their reps were friendly, knowledgeable and responsive. They've been very helpful and have always been right on time to get a serviceman out when anything breaks down. It's good to call somebody when I have trouble and I enjoy having it.

I've had the house for a long time but Cross Country sent an offer one time along with the statements of my mortgage payments from Ditech and I decided it would be a good idea. Submitting a claim with them was all right. I did it online then I got a call from one of their contractors and they took care of everything. The customer reps were great and the technician that came out was all right. The first call, they came and look to see what the problem was with the water heater. It took them about a week since they had to get authorization for all the things and the warranty took care of everything. They said they'd call in 48 hours but it took them 72 hours to do that. But overall, the major things I was worried about were covered by Cross Country.

I bought a house in the year 2000 and HMS was offered to me. It was very easy to enroll with them. The reps were very helpful and got me the information I needed. They gave me the numbers, I called it in and got several e-mails about it. Also, the techs were both great. I had two different ones in the same day and they both fixed the problem right away and they were in and out. In fact, the guy who fixed my air conditioning found out what the real problem was. I had somebody look at it before and they couldn’t figure it out. HMS was very easy to deal with overall.

A friend told me he had TotalProtect and then I tried it and it was very easy to submit a claim and get someone. Every time I called them whoever they sent out did a wonderful job. However in the last experience that I had with them the rep was very rude and that took me off guard and made me mad. I’ve never encountered that from TotalProtect before. It might be the end of her day and she was having a bad day but she shouldn’t howl at me. But it was okay since I got the job done and a man came out and took care of the stuff.

I have been paying for my home warranty for approximately three months. I filed a claimed over a month ago from today's date 10/25/2017, and my problem has not yet been resolved. I am in constant communication with both Total Protect Home warranty and the company that was hired to provide service to fix my stove. The main problem is the lack of communication between all parties. Specifically, I am having to take time out of my work schedule to try get this matter resolved quickly. My claim consists of repairing a stove. Over a period of a month multiple parts have been ordered and sent back because a company is sending the wrong part or ordering the wrong part. Total Protect Home warranty and service technician have proved unreliable and unprofessional in handling my claim. No one is taking responsibility for the delay of parts and repair and I am becoming quite frustrated. To this date, my stove has yet to be repaired. I would like to warn any future customers that are considering purchasing warranty through Total Protect Home and advise them that this is not a reliable company.

I spent hours on hold each time I called to report a complaint with Total Protect. They referred me to MCE Plus for a service call to fix my leaky water heater and the service tech claimed my water pressure was 110 and it was 82. He also stated that Total Protect would not cover my water heater because of the water pressure being to high which it was not. My water heater was under warranty. Total Protect told me MCE Plus was an approved business and was one I had to use for service.

I have been paying these people for many years and hardly used their service. Every time I need them I have to pay a hefty deductible and be left dry. The latest is regarding our oven. We have been waiting for two months now to get it fixed, paid $125 and when technician finally arrived he had the wrong part in his hand also claiming that the part does not exist and we need replacement. When I call them, after waiting more than 20 minutes, they tell me that they have not yet received the technician report, even though I know they informed them. I am still waiting for a response. I have to weigh in my options.

I purchased my home new over 11 years ago and joined Total Protect family. Paid them for all those years. Hardly no claims at all. About a year ago, around Thanksgiving, my stove went out. They gave me the hardest time getting that stove replaced to have dinner for my family. I was in tears. Finally a very cheap one was sent but the amps were incorrect so I had to pay to get that changed in the home and also the stove does not fit in the cavity in the kitchen, for it does not have a hole to fit over the plug. So that has to be moved as well and paid for by myself. On this same claim was my top oven burners. They will get hot and sometimes they won't. They have been repaired several times. Going through the same thing. I have to push them in at times to get them to work. They didn't replace the top, only the bottom. Also in this claim was my dishwasher. The motor has went out that causes the water to drain at the end of the cycle. The tech that was sent put in his report that the dishwasher has a crack in it. Totally untrue. This is the design of my dishwasher. No crack at all. Total Protect did not send no supervisor out to check the work or anything. They simply denied the claim and I am here having to replace my own dishwasher. I cannot tell you how much this hurts. I trusted them. Paid them for over 11 years with hardly no claims at all. It is so much more to this story with this claim, from the very beginning...for I went through several technicians. The initial technician wrote the wrong diagnosis for both appliances and Total Protect sent out a second Tech...then a 3rd was called. I think I was going to have a Thanksgiving for my family. I am seeking legal now. So please if any Attorney out there that can help me please contact me. Because there is no way I can allow someone to do this to me and do nothing. I hurt to this day...

I've had TotalProtect for quite a few years and when there was a leak in our kitchen faucet, I had that fixed through them. Their reps were great and the technician was good.

Submitting a claim to HMS Home Warranty was seamless and amazing. I turned in the claim over the phone and they reacted quickly. The lady who dealt with me took care of business. If there were a couple of things we aren’t sure of, she will get an answer and call me back. The HMS Home Warranty website is easy to navigate and it’s available to me now because I created an account. There was a mix-up with finding the right contractor because the air conditioning unit went down but they handled everything perfect. Once we decided what to do, they took care of everything. They did everything on time and the process took a few days.

I've been with Cross Country Home Services since they were Residential MD Gold. I've been very happy with them, so I have no intention of leaving them. I have recommended them several times. I usually call in my claim and it’s pretty easy. The only thing that I have an issue with is they went up on my copay from $80 to $125.

Cross Country was the home warranty that the sellers purchased for this house. Claim submission was easy and my husband just goes online to do it. Their website is user-friendly, their coverage was fine and my dealing with their contractors was good. I would recommend them.

This company has very poor and inconsistent communication. I have left a poor review here before due to the same lack of timely and inconsistent communications. I have called recently to follow up on the status of my reimbursement claim for drywall repairs due to leaking plumbing line and still waiting to get accurate status of my reimbursement. I was given correspondence that my claim should have been processed no later than yesterday but now I am being told wait another week or two. For my sake I really hope I don't have any major repairs coming up soon because I have witnessed again I will not get a timely response. I was told that as long as my drywall repairs were under 1K, I should be reimbursed but when I call I'm told it is not reimbursable... What? The level of frustration here is beyond what anyone should have to constantly experience.

I’ve always had TotalProtect and submitting a claim is easy. They're wonderful and I have no problem with them. The service is great and after 25 years, that’s something. I love them and I recommend them to everybody all the time.

HMS Home Warranty was part of the contract of the house I purchased. I've been with them for two years and it feels like the service is efficient. I am from New York and this was the first time I dealt with a warranty program. HMS seemed like it was okay so I stuck with it. The customer service is great. If you have problems, they try to help out. Submitting a claim on the phone takes about two minutes. I call, they answer and they take the claim right away. The reps are courteous and they answer the questions. If they don’t know, they find out and they’re very helpful. The techs are excellent too. However, there was one time, they had to get the part that I needed. This was for a different condo because I own more than one. It took a while back and forth, trying to get the unit. HMS tried to help contact the people that we have to get the part in.

My wife and I are Realtors so we had used HMS Home Warranty for other clients and we use them too. Submitting a claim with them was pretty flawless. We do it online and over the phone. Their claim reps were nice, friendly and helpful and the technician they sent out was knowledgeable, courteous and respectful. I had two different claims recently and one of them is still pending. They led me to believe that it's covered even if they really don't know if it was going to be covered until a plumber looks at it. Then, the person who took the claim report set a clear expectation that it may not be covered, since it was a common thing that is never covered which I was not aware of.

We have had TotalProtect for about three years and submitting a claim with them is simple and easy. I get a call and then they tell us the contact to whoever needs to come and fix the problem. The contractor comes, finds out what the problem is and it works out fine. I got a call from somewhere along the line. They had to replace some equipment in our house and someone called to tell me what TotalProtect could do about it. It took me by surprise that they called me themselves instead of the technician relaying information. They were very nice and business-like, so they did a really good job. They did what they said they were gonna do and they were very cordial about it. It made me happy that everything got taken care of.

When I purchased my home, Cross Country Home Services was part of the USDA loan package and the bank where I purchased it paid for two years of the home warranty. Once the two years was up, I just continued it. Cross Country's customer service representatives contacted me to let me know that the warranty was coming to an end. They explained everything. They told me what the new deductible would be for when I needed a service. When the bank had the policy, it was $100 per service call. And then, once I assumed the warranty it was only $65 per service call and it went well. So I set it up for automatic deduction and I haven't had any issues since.

We have paid $35 a month for Home protection for over 10 years and have a contract. When we finally needed service we were told over the phone that our deductible had gone up. Then the repair person never showed up on ATLEAST 5 occasions! When they finally did show up, it was the wrong time they had given us, plus the repair person only repaired one of the 3 appliances we were having problems with. When we call we get a phone apology and they reschedule repair service only to have a no show AGAIN. This is ridiculous!

My TotalProtect warranty came with the purchase of my house and I have forgotten all about it until they sent me a letter some time ago. I called them questioning and then they enlightened me about the different services that they have. It was wonderful and I'm glad that I have the warranty. I have used it and I was very pleased. They were very professional, to the point and answered my questions. When the technician came out, he introduced himself and did some repairs. I would definitely recommend TotalProtect.

I'm a first time home buyer and we talked about how acquiring a home warranty might be safe. My realtor told me about HMS Home Warranty and I went with them. I submitted a claim over the phone and it was easy. They were really professional. I just had issues with the electric company that they gave me. They called them and decided not to use them because they were so rude to them as well. So, it was really nice that they did that.

I've got my whole house covered by Cross Country Home Services. It's so great because one call can get you multiple services. So far, plumbing, heating and cooling have been our issues. It's easy submitting a claim with them and we always get good responses, which we're pleased with. I also get a response from them within three minutes of making the phone call and once I go through the menus, I'll get a rep who will take the info and assign me a claim number. They always get us on and off the phone quickly with the info we need to contact the contractor that they're going to send out. They're always helpful.

My friend told me that he has Cross Country Home Services, that he pays so much a month, and that he pays the deductible. In those days, it was $60. I looked at it and it was a good deal. I suddenly became a customer and I haven't had any regrets ever since. I have used them a couple of times and when I submit claims, I do it over the phone which to me, is a lot easier than doing it online. It's an automated system and I have no difficulty getting service. If I had issues, I could always contact an agent.

We've had Cross Country for a long time. I’ve submitted claims both online and over the phone, and it’s very easy. The agents I’ve spoken with have been very pleasant and to the point. They’ve always shown great compassion over my issue. They've covered a lot of things for us and have always taken care of us. However, we've had several appliances that had to be exchanged out because they couldn't repair it and when they bring them in they have such stringent rules as to what they can and can't do. They like come and drop it at the door and are gone.

My A/C stopped working in May. Their regular contractor will not travel the distance to my house. Took about 4 days to find this out. I found a local contractor that agrees to work with their terms. King Heating and Air made the assessment, called it in and they stated it had to be reviewed and they would call back. Never happened. I called them back in about 4 weeks and they stated it was still in review (they called it something else). Finally in about a couple of weeks the repair was made. This was about the middle of July (contractor added Freon so I had A/C). He sent the bill in. Both of us have called several times and here it is under review or that it in accounts payable. It is now Oct. 19 2017, six months later and the contractor no money. I am waiting on a call from a supervisor but do not have much faith in that as accounts payable were to call the contractor, but like before no call.

I paid extra for outside water line coverage. How convenient that none of the reps when asking about this coverage mentioned that the warranty company ONLY pays for the repair (minuscule cost, maybe $100) compared to the cost to GET to the line. They do NOT pay for excavating, which costs upwards of $1300. Nowhere in their agreement under the Outdoor Water Line coverage does it state they do not pay for the digging and the labor. It simply says they cover up to 2k for the service. Absolutely absurd. Why even offer outdoor water line coverage?! A warning to any of you seeking coverage for your lines! Waste of money to choose this deceitful company. They'll find a way to not cover any of your issues but be happy to take your money every month.

When we bought our house 16 years ago, we had HMS Home Warranty. It came with the house and we renewed it every year. We submitted a claim over the phone and it was very easy. The plumbing company that came out was phenomenal. It was finished the first time they came. All of them had been really good except for one time a couple of years ago. Other than that, we’ve been really happy with it and it has been a great experience.

I’ve always used Cross Country. I submit claims over the phone and sometimes when I call, there’s nobody to answer me and I had to leave it with a computer. Sometimes they would call back, but sometimes they wouldn’t. When my air conditioning unit went out, it took me two-and-a-half months in the summertime to get the unit fixed. It was back and forth with the contractor and back and forth with Cross Country. The contractor would say that Cross Country didn’t order the parts, and Cross Country would say that the contractor didn’t either. This last time, I had a problem with the repairs. They sent cease and desist at a refrigerator fix and to this day, it still wasn’t fixed. They sent another company, and every time they came out, it was different. They came for several times before they could fix the refrigerator, but other than that, the experience was pretty much fair.

When I got my home seven years ago, the home warranty came with it. I had a different company, then they merged with TotalProtect, and now I have them. Submitting a claim over the phone was easy and the technician who worked on my garage door opener was fantastic. The experience was very nice so that’s great.

Cross Country Home Services covers everything I need it to cover and everything has been great. They do exactly what they say and their customer service are much helpful. They've done some work on my air conditioner a couple of times over the years and on my water heater the last time. I submitted my claim online and it was super simple. They gave me a call and told me who was coming. The tech came out the next day and fixed the problem. With Cross Country Home Services, I don't have to worry if a problem comes up. I pay my deductibles and they take care of the rest. I've enjoyed my experience with them and I would definitely recommend them to anyone who wants a home warranty.

Cross Country Home Services was good and I never had a problem with my coverage. Someone recommended them to me, so I went with them. In submitting my claims, I liked to call and talk to people. But not too long ago, I couldn't get anybody there on the phone. I was on hold forever, so I looked for different numbers and finally got another number to call. Once I got to that number, they picked up quickly and everything was taken care of. But prior to that, I thought everyone there was on vacation. We've had some plumbing problems, but I only had to wait for a plumber to come, then it was okay. A great company, My Uncle's Plumbing, was the contractor that worked on my plumbing issues. They didn't charge me for the visits when they didn't fix anything. Their plumber came to change the filters on all the furnaces. I've had this plumber before and he does a good job.

TotalProtect came with the home financing and they’ve been handling my claims. I submit claims over the phone and the only time I had a communication problem with them was when they had the hurricane in Florida. The connections were bad but they connected me with somebody else and my issue was resolved.

I called in for service on my fridge. I was told that someone from sears would come to my house during a four hour block. This was last Thursday. I waited the four hours and no one showed up. I called customer service and I was told they would be out on the 20th. I told them that was not acceptable because we have out of town people coming in for my sons wedding. Customer service gave me a number for Clayton’s appliance and I was to call them. I called them on Friday and kept getting voicemail. I finally got through and was told he does not service my area. I have been on hold with member services 3 times for over an hour. I have sent emails from this site. No answer so far. I called sales and got through right away. He said he understood and was transferring me to membership services. I have been with total protect for years. The time I really need them - they failed miserably. I want my account canceled. I want membership services to call me.

I made a claim for SystemsProtect and it turned out that it was a very simple fix so we didn’t have to replace it. Cross Country had somebody here right away and got the problem solved. The person they sent out was very pleasant and seemed very competent.

I submitted a claim for my AC unit to TotalProtect online and it was easy. The technician didn’t speak English too good and he was about seven hours late. He was supposed to be there by 10 and he showed up at about six o'clock. But, the quality of his work was good.

I’ve been with HMS Home Warranty for two years now and have had two claims so far. Everything went smoothly with submitting those claims and their representatives were very helpful. The ones who I came in contact with did all they could to see us in the right direction and to help us with whomever it was that we needed to come out. One of the claims was for the attic fan, which went out and had to get taken care of. There’s one other situation where there was some type of film coming through my duct and it was after all businesses had closed. The representative called everybody, trying to get somebody to come out at that time. She finally had to give up, but the technician did come out the next morning. In fact, two came out and they inspected everything and cleaned out stuff up in the furnace. They took care of everything and the work they did was fine. It’s been a great experience so far and I would definitely recommend them.

call customer service waiting for the answer too long. customer service for claim request is awful. I have claim request for my microwave for a week now and still haven't got any phone calls and let me the status and they take so long for your claim to resolve.

I have been with Cross Country Home Services since 2008 and the coverage I have is great. The representatives are fine and they're able to get to me quickly. The plumbers I had were great as well. However, the young heating guy whom they sent out was a little questionable in terms of experience but he was nice. I’m happy with them overall.

I like HMS Home Warranty and they've helped me. I bought a 1904 home in 2016 and it had been renovated but I felt that the appliances might go out. Until I really knew my home in a detailed way, I thought it would be good to have a home warranty. And it was. There were things that the home inspection didn't catch. Something in my refrigerator went out that would have cost me three or four times with the warranty cost and my dishwasher also wasn't working right. There were also some plumbing issues.

TotalProtect advertised that it didn’t matter to them how old the unit was, it would still be covered by the insurance. So, I got their services, and submitting a claim was easy. I’ve only had one company to come out so far, and I was very pleased with them.

I had a mortgage at the time, and my bank recommended Cross Country. They gave it to me free for six months. Then, I just kept it. The Cross Country reps generally try to take care of me. Sometimes, I get their machine. I like it better when I get people. If it's on the weekend, I don't get a repair person until Monday. But, for the most part, they try to work with me pretty good. I pay $100 for my deductible everytime I call them to come out. Since I've been with them for a while, I have some companies I like better and they usually try to honor that. If things go down on really a hot day, I hardly ever get same-day service and I wish I could. But I realized that if I'm paying out of pocket, they get there on the same day, but they charge you a whole lot more.

I knew that I would not be always able to afford repairs so I got TotalProtect Home Warranty to assist in financing my repairs. My most recent claim had to do with a bathroom light fixture. I submitted the claim over the phone and it went fine. The claim rep was perfect and I was pleased with the technician and his work.

I’m a new homeowner & this warranty was provided by the seller. The first claim I filed was due to leaking washer valve. The first provider they dispatched was a person who eventually told me, after multiple attempts to make an appointment, that he would get to me when he could get to me & there was no guarantee my problem could even be fixed. I cancelled the claim & had someone else come out & it was nothing major at all. It was a quick fix. I went thru days of playing a chase game with this person for nothing.

TotalProtect came through my mortgage company. Submitting a claim has been pretty simple and their reps have been cordial. When I had plumbing problems back in January and the blockage was backing up into my sink in the basement, we called TotalProtect and they would have someone come out and do the drilling to open up the drain and we'd just pay our $75 fee. We had a similar situation happen four years prior and I explained that to them, but they claimed that this was not to be covered this time. The charge was expensive and then we also have to pay the plumber who came out. He charged for doing the job and we also had to pay TotalProtect for coming out. So we were paying two different people and I was very unhappy with that.

I've been with Country Home Services for 10 years now. The technicians they've sent out have been knowledgeable of what they needed to do. However, I had a problem when the dishwasher person came because he didn't tell me that my dishwasher needs to be replaced. Also, I don't understand why my plan is going up.

I had HMS before and then I got them again. I submitted a claim via phone with HMS. It was a long wait time and there were a lot of prompts. I had to go through every single prompt and retell them all my security information about five times. I went to automation so I had to type my information about my last name, billing address and updated cell phone number to make sure the best contact information is what they asked. I saved it and verified. Then they switched me to another department and I had to do the same exact thing. But I got switched again and had to do the same thing again. It took a while but the lady who I finally spoke with was great. The tech came out after a couple of days. He did a great job and he fixed my issue. Still, everything went well.

My friend told me about Cross Country. I really haven't heard of an appliance insurance so I thought it was a good deal. The claim process over the phone was easy. Cross Country did a good job. Every time they answer my calls, they're always polite and they always try to answer my questions. They helped me out because I'm a single mom, so I have no one to do any kind of repairs or checks. So every time I call, I know that my appliance that I fear, whatever it is, is going to get great. However, I wasn't so happy with the last work order that I had. But other than that, everything's good. Cross Country is a great company and I would recommend it.

I've filed a claim online with HMS Home Warranty and it's very easy. I've also done it on the phone and it's very easy too. It works seamlessly. I've had a great experience with all the techs who've come except for one and HMS replaced that one with a new contractor.

I called HMS Home Warranty to file a claim and I thought it was going to be one of those warranty places that you have to get the runaround, but it was very easy. I gave them the claim number and everything progressed at a fast pace. The HMS rep originally set up a repair service and said that they would be contacting me. I didn't get a call right away, so I called back and they had me on the line while they contacted the repair service. They found out that the contractor didn't service our area so then they got another service company.

First off, the "company" that they sent out to look at our AC unit said that it was "so old he can't read the VIN and we are going to need another unit". Then once I called the company to tell them it was from 2007 and the "company" they sent out was not reputable and very unprofessional they sent out another company that didn't actually come out because he didn't service our area. Weeks go by and I am finally able to schedule with my own company and I am still waiting for permission to have them complete the work so I will get reimbursed. I have had this claim open since July and nobody will call me back - very unsatisfied, just want to get this fixed and this company is in the way of anything productive.

Cross Country Home Services has been very good so far. I've had a couple of repairs that went fine. However, my microwave has been out for almost 60 days and nothing has been done about it. I filed a claim and they sent a service guy out. He said that the microwave wasn't repairable and that they'd be contacting me. I waited a week, then I called Cross Country. When I first I got on the phone, they said that the service guy didn't properly file the paperwork. My wife said he took pictures and videos of the microwave but I have no idea if he forwarded them like he was supposed to. Now, I've got to wait until the 30th for a guy to come out and check it again.

I have a home that I knew I wouldn’t be able to come up with a lot of money for at one time so I got a home warranty. I’ve been with TotalProtect for a few years and it’s easy to submit a claim. I usually call and the claims reps are knowledgeable. They are also always professional same as the technicians. I had claims for the toilet and the refrigerator during the summer. I'm satisfied with their service and their promptness.

I have been waiting an AC claim to be resolved. The claim started August 15 2017 and as of noon October 11 the claim has not been redolved. Company says parts are on order since September 15.. still no parts and no followup from customer service. Just abuch of empty apologies.. still no resolution. Buyers Beware!

Redstone Federal Credit Union sent me an invitation recommending Cross Country. And so, I thought, "Well, if Redstone's recommending them, they must be an up-and-up. 'Cause I've heard about these different companies in the past and they were the types that you get the 800 number calls for. And so, I talked with that person and they said they had the plan and liked it. I got a plan that covers major systems. In this case air conditioning and water heater.

We were buying a new house that was being sold as part of an estate. We bought that house and we paid for it as the buyer. Then when we were selling our house, we thought that having an insurance in place for the buyer would make it more attractive. We have submitted a claim with HMS and they were amazing. They were timely, helpful, worked with reliable vendors and did a good job. Even our neighbor in the condo area that we bought was also very impressed with how it all worked when they had a claim under their policy and got a new refrigerator. We clearly understood everything and we might continue in the long-term if we can. I've been in the property and casualty insurance industry for 35 years, and HMS Home Warranty is outstanding. Anybody who's selling a house needs to get them.

The HMS Home Warranty was wrapped in our house when we bought it four months ago. It was very easy to submit a claim and they fixed the dishwasher when there was something wrong with it. So far, I had a very good experience and I recommend HMS Home Warranty.

I've filed two claims since June 28 my washer and my range. Both required several technicians and parts. It took 6 weeks to get my washer fixed and I am at the beginning of week 6 on my range claim. My original claim for my range was placed on September 1. The first technician litterally gave up after replacing a part and three visits to my home. The second technician replaced a second part and now has ordered a third part to be replaced. The third part was supposed to be overnighted to me on October 6. On October 6 I was informed my new delivery date was October 9. Today, October 9, I was told my new delivery date is October 14. I am tired of lies and excuses. I'm tired of wasting entire days waiting for incompetent technicians to misdiagnose my problems. I'm tired of case supervisor managers lying to me and passing me around with no resolve. I'm tired of promised deliveries being late or not even ordered at all. Do not use this company, aka Cross Country Home Services. Worst home warranty company ever!

The warranty was transferred to me by the guy that once owned my house. He told me that it's a good company and I should continue with them so I told him that I'll give HMS a shot. I'm seeing that that is true. I always call their customer care line and they always respond as promptly as possible. The two agents that I spoke to were professional and were very responsive to my request. But the technician from the roofing company who came to our house was not nice. He came around, called my line, I missed his call, I called him back, and he told me that he was going to fix the problem on the roof. I then told him to fix a time that I would be home, which was 6 to 8.

When we bought the foreclosed house, Cross Country had been paid for the first two year’s premium worth so we just kept them because they’ve been wonderful. The plan I got offers electrical, plumbing, AC, heating and replacement of appliances if something goes wrong. My co-payer is reasonable and I’m just making sure I’m a lot more secure with the plan coverage. I'd like it if the sprinkler coverage could also be included in the plan I have. I can submit the claim online but I like talking to a person and everybody has been great and very efficient in handling the claim. They send me the vendor name and I’ve always let them know if I had a problem with the vendor. I appreciate that they always follow up and get everything taken cared of. It means a lot. There was one sales rep who was awesome, Jeremy, who made notes to my account so when I called again, the new rep knew exactly what I was telling them about.

I've had HMS Home Warranty on a rental property since 2005 and I don't have any problems with submitting a claim. I usually go online but when I call, their reps have been very good. The only problem is that no contractor wants to come out on a weekend so a lot of times our tenants have to rearrange their schedule. Last Christmas, I was out of town and something happened with the heat. They gave me a number to call but that person wasn't able to come out for a couple of days so I called HMS back and they were able to give me somebody else who was able to come out that day. It was late but they took care of my tenant and I appreciated it. HMS has been pleasant.

Cross Country Home Services has gone up to $100 and is more expensive than TotalProtect, my previous warranty company. But I like Cross Country. We got them through our mortgage and they were offered to us. They came in handy. Also, everybody whom I've dealt with on the phone and the guys who came out have been nice and professional. It's easy to submit a claim as well. I called and right away, they take care of our problem. They follow up with the people that are supposed to come out. Not too long ago, I've had my refrigeration went out. That was in the evening and I called Cross Country that night and right away, we got somebody who came in the next day to fix it. The refrigeration guy who came was also helpful. But one time, something happened to my dryer, and Cross Country told me that it wasn’t covered. I’m wondering if that’s true. Other than that, everything is okay.

Cross Country Home Services has been fantastic. We’ve known about them from an advertisement sent by our bank and my wife wanted it. We have their Gold plan and I was told by a plumber who came here that he’s gone to some other people’s house who doesn’t have the same plan and they have to pay an additional for him to use the snake or whatever, but all of that is covered in my plan. The only thing that wasn’t covered was the lighting fixtures in front of the house. And I’ve asked them once about it.

My husband and I just purchased a house with a home warranty through HMS Home warranty... Within 3 days the AC unit stopped working, after filing a claim we were told that it was a pre-existing problem and they would not cover anything! During our time to get answers to why I was hung up on 3 times after waiting on hold for more than 45 minutes. Very rude and disrespectful!

My overall experience with TotalProtect has been very positive. We call about the problem and speak to a rep and the customer service have always been polite, courteous and very helpful. They contact someone. Sometimes within few hours or a day, you get a response back. Once the appointment is set up they send someone out. TotalProtect will give a name of the contractor. They will contact the contractor, they will give you the contact information about that person. You'll reach out to that person or they will reach out to you. If you don't hear from them, then you can reach out to them. One time, one of the subcontractors didn't respond right away. I had to contact the TotalProtect again and let them know that I did not receive a notification from these people.

WE HAVE BEEN CUSTOMERS FOR YEARS AND HAVE BEEN IN OUR HOME SINCE 1987. IN 2011 TOTAL PROTECT REPLACED THE INSIDE UNIT BUT NOT THE OUTSIDE, IT HAD TO BE REPLACED BECAUSE THE PARTS WERE TOO OLD TO REPLACE, SO THEY PUT IN A NEW UNIT. NOW IN 2017 THE OUTSIDE NEEDS TO BE REPLACED. THEY SENT BOHANNA SERVICE OUT AND WHEN HE LEFT HE TOLD US I WILL BE BACK AS SOON AS I GET THE PARTS. I WAITED OVER A WEEK AND NOBODY CALLED, SO I FINALLY CALLED THEM AND THE FIRST LADY I TALKED TO SAID A SUPERVISOR WOULD BE CALLING WHICH THEY NEVER DID. WHEN I CALLED BACK 2 OR 3 DAYS LATER, I WAS TOLD IT IS NOT COVERED. I ASKED TO SPEAK TO A SUPERVISOR AND SOMEONE GOT ON THE PHONE AND SAID "NO THEY ARE NOT COMPATIABLE AND WE WON'T BE COVERING IT", I ASKED TO SPEAK TO SOMEONE ABOVE HER AND SOMEBODY ELSE GOT ON THE PHONE AND TOLD ME THE SAME THING AND SHE FINALLY HUNG UP ON ME. I STILL DON'T KNOW WHAT THEY MEAN. I CALLED ALLENAIRE HERE IN LANCASTER AND THEY CAME OUT AND AFTER I TOLD HIM WHAT THE COMPANY SAID, HE TOLD ME THAT'S NOT TRUE THE PARTS ARE COMPATIABLE. I CALLED THEM BACK AND TOLD THEM WHAT THE SERVICE MAN FROM ALLENAIRE SAID, THEY TOLD ME TO SEND HIS FINDINGS TO THEM AND THEY WOULD REVIEW IT AND GET BACK TO ME. I FAXED AND EMAIL THEM SEPTEMBER 22 AND THEY NEVER CONTACTED ME. I CALLED CUSTOMER SERVICE LAST NIGHT ( OCTOBER 3) AND WAS TOLD BY THE CUSTOMER SERVICE PERSON SHE DIDN'T HAVE AN UPDATE. SHE ASKED ME IF ANYONE IN THE HOUSE HAD ANY MEDICAL ISSUES AND I TOLD HER MY SON WHO LIVES WITH US HAS EPELIPSY AND SHE SAID SHE WAS PUTTING THAT IN THE NOTES SO SAY IT WAS AN EMERGENCY. I TOLD HER WE HAD TO GET A WINDOW UNIT SO HE COULD HAVE SOME AIR. SHE ALSO SAID SOMEONE WOULD BE CALLING ME WITHIN 24 HOURS. I TOLD HER THE LAST PERSON I TALKED TO TOLD ME THE SAME THING THAT SOMEONE WOULD BE CALLING ME WITHIN 24 HOURS AND TO THIS DAY, ALL CONTACT HAS BEEN DONE BY US.

I was looking into getting a home warranty because of the advertisement and what they do. TotalProtect Home Warranty was provided to my bank and I’ve been with them for a long time. Initially, submitting a claim was very easy and I didn’t have a problem. A week ago, I filed a claim for my garage because the door kept going up and down. They fixed it the very next day. But less than a month ago, I called about my air conditioner. The claims rep was great but we had problems with the company that they called to do the work. They told us what was wrong and tried to fix it several times and now we are still waiting for them to find a part and fix our air conditioning.

My dad used TotalProtect in the past at their home and I've seen how it works. I bought a fixer-upper house with some appliances and I knew that I needed a warranty. Submitting a claim has been good. Some of their reps are knowledgeable and really helpful and have fixed a lot of the mess-ups from the guys that didn't know what the heck they were doing. This kind of goes hand in hand with the call centers and the technicians not knowing what's going on. But they've come out to rework on my air conditioner three times now. For some reason though, they do not want to fix what keeps breaking on it so I have to keep calling and they keep replacing parts on it. They've tried to charge me every time they've come out to rework on the AC too.

We placed our claim for air conditioner in June. We have had multiple companies come to the house, and all with different reasons as to what is wrong with the a/c. The problem has not been fixed and the companies that are contracted with the home warranty company want to repair as little as possible. The first company that came out, actually claimed the problem was not the air conditioner but my (double pane) windows. I have owned my home for 13 years and have had the same a/c during this time as well, so I know very well that the house used to be cold when the a/c was running. Now, the a/c has to run non-stop to keep the temp around 79 degrees. We have paid our deposit to the first company that came out, and the plan states you have warranty for 6 months. Now we have to work with another company, still don't have a well working a/c, our electric bill is nearly $400/month and we are getting the run around from total protect. I can write a book about all the times we have called, the times we have been told different things and the times the story changed. Claims that were "cancelled" from their end, and information in those claims that are lost. The people in the call center are very rarely friendly or truly helpful. You are told to email proof of payment, but the email box on their end is full. When you call you are told to fax it or snail mail it. That is all fine, but in the mean time, I am living without a fully functioning a/c. Now that the repairs are going to be made, we are told that it is going to cost us more then $1500 to replace a condenser. The line that it will be replaced for your $125 copay is a blatant lie. Bottom line - stay way from this company.

We purchased a house and HMS was already part of the house warranty. We've been using it for 9 months now and we've filed a claim twice. We called the number the first time and there was a little bit of frustration trying to pinpoint the time that the plumber was coming. But once it was resolved, the resolution of the issue was very quick and prompt. The technician was very appropriate, knowledgeable, professional, quick, clean and we didn't have problems with the issue when he was done.

We moved into an HOA community and our neighbor told me she had to get her home warranty back in service because she had it forever and she really enjoyed it. She told me that it was TotalProtect and I decided to also sign up with them. We only had it for a month when the toilet went leaking at the bottom. I submitted a claim for it online and they contacted me when the technician was coming out. They were very polite and nice.

I live in Palm Desert, California where summer temperatures can get up to 120 degrees or more. Back in July, 2017, my air conditioner went out that afternoon. I do have it cleaned and maintained twice yearly also. (I had been a faithful customer for a year and had paid my monthly dues on time.) I called Total Protect Home Warranty and they opened a new case for me and assigned me to an air conditioning contractor. I was given their phone number and company name. I spoke to a person at their company and they said they would schedule me for that day and call me back to confirm the appointment. Many hours went by and no one called and no one came to my home. Therefore, I called Total Protect Home Warranty again and was assigned a new air conditioning contractor. I called them and they seemed reluctant to come to my home too as they weren't in my area. Finally, since the heat at become so intense in my home, I called a local air conditioning company and someone came out that evening and repaired the air conditioning system. It cost around $230.00. I submitted the bill to Total Protect Home Warranty and they refused to pay any of the bill because "their" subcontractor did not perform the service. It was even reviewed for 30 days. Then in addition, I submitted a typed letter to their corporate headquarters in Florida (which is very difficult to locate) and have still not received a response. I am NOT impressed by their service at all and would never use them again.

We spend weeks - sometimes months - awaiting reimbursement for claims. They blame everything from service providers - whom they select and deploy - to the infamous "problem with our system" excuse. It's anything and everything besides their complete indifference and ineptitude. Can't wait to finish our contract with this company and find a new provider.

I've had TotalProtect Home Warranty for a while and it has always been a pleasant experience working with them. My stove, refrigerator and dishwasher, which were among the things TotalProtect insured, were getting older and I thought, "Well, if they break down, I need insurance." My house also had sinkhole activities so I was able to get new products. And of course, products today go out so quick and don't last like they used to. I got a mail from the bank I have a mortgage with and I read about TotalProtect. A lot of my neighbors had different home warranty plans too, so I compared them. And at that time, TotalProtect‘s service call was $60. It’s $200 now and that's the one thing I don't like.

We have two air conditioners, they're both miraculously 28 years old and we haven’t had any major problem with them. But they're the reason we have the policy with TotalProtect. In case they go down, we're at least covered for that. TotalProtect's claims process is not hard but they don’t always cover what we want them to cover. The first time that we were denied something, TotalProtect pissed me off so bad. There was a clog in the kitchen sink, so I called and went through their process. A guy came out, snaked it and tried to get the clog but he couldn’t do it. He called TotalProtect and said it was a stoppage and at the time TotalProtect didn’t cover that even though it's a major clogged drain. So, I canceled with them and we went with Choice Home Warranty. But Choice Home Warranty also ticked me off about something. I then called TotalProtect and I discovered that they started covering a stoppage. So we ended up going back with TotalProtect.

I've had TotalProtect for seven years now and I love their service. Whenever I needed a claim done, they put me in charge to someone immediately. Then they came out immediately so, I've never had a problem. All the representatives and the technicians have been great and they've taken really good care of us. My recent claim was for my refrigerator that wasn't freezing in the top. The technician said that the ring has slipped off and the fan's blade has slipped off the motor. He put it back on and fixed it so it doesn't come off again. I've always had a great experience. TotalProtect is an awesome company and I would recommend them to all my friends.

I have had several claims with HMS that has went well, until now. Our refrigerator/freezer started to thaw out and water running out the bottom onto the hardwood kitchen floor. I call and made automated appointment the soonest the system offered was almost a month out. I called back and spoke to a customer service representative and explain to the representative about month-long wait. At that point she said she could get someone on the way the next day. The tech showed up. Same guy who fixed our microwave a few months back. Well at least I thought I was going to get the refrigerator repaired. The tech said refrigerators compressor is no longer available and he would let HMS know so they could get them to try and locate a part or replace the refrigerator.

I have not yet received the so-called Welcome Package or the contract despite multiple requests. I have a current AC claim in and either HMS does not keep accurate records or their contracted service provider is not being straight with me. In any case I still have no AC. According to the service provider the AC unit is not repairable and he submitted to HMS to replace on the morning of 9/28.

I've had TotalProtect for years. I've submitted claim over the phone or online and both ways were very good. They always make sure I'm happy with their service and when I call, their reps are very pleasant. The technicians were always courteous and on time. When they said they were going to be there, they'd call and give me time to make sure we were here. They came, did their stuff and made sure they cleaned up after themselves. I am very satisfied with everything. They provided excellent work. They handled whatever problems I was having in a very efficient way and with top-notch technicians.

HMS Home Warranty had a no line ticketing system. I put the ticket in their system online. Then the representative called to inform me of who the local provider was going to be and that they would handle the call out from there. He's very clear, straightforward, and professional. Plus, he told me everything I needed to know, like what day the providers were available, how much the call out would cost, and which was just the deductible. Any questions I had, he answered and I understood everything that was going to happen perfectly.

TotalProtect Home Warranty was on my mortgage statement. It came after I purchased my home. At that time, acquiring a home warranty seemed reasonable. And the package came when I called. They were also very helpful. I like the way their representative talked. It made me feel good about the way they acted towards me as a customer. So I gave them a try.

My husband died so I don't have a man here to fix things around the house. When a toilet is clogged or for plumbing issues, I would have to call in a plumber, and that would be less expensive sometimes, while at other times I would do my own repairs. But I can depend on TotalProtect Home Warranty and they do a very good job. I recently had a technician replace my ice maker and that fellow did a nice job. I had a hard time when it took the reps a long time to answer the phone this time. But other than that, I put in the claim and then the rep called me within a day and she was very professional. She said they were sorry that I was having problems, then she found a contractor for me and gave me the contractor's phone number and my confirmation number.

My realtor suggested HMS Home Warranty and everyone was polite, knowledgeable and timely. They responded almost immediately and the technician had everything he needed. He didn’t have to go for any tools or equipment. He completed the job and did it efficiently. I just bought HMS and I wish I had known about it years ago. I already have mentioned it to a couple of people.

We specifically added our septic system and pool to the home warranty coverage when we purchased our home. We have had two claims with them - the first claim was paid to the wrong address and the check was not received for over 3 months. The second was refused payment because they didn't honor the payments that were authorized before the services were provided. I am still stuck in limbo for the second claim. I was considering renewing this policy and the pain that has been involved with just two claims is beyond anything that I would expect. It is nothing but a run-around. I now understand why many realtors I have dealt with tell customers they are nothing but a headache!

I have had the most awful experience with this company. Nobody in customer service knows what they are talking about. I was lied to twice then told "sorry we don't know why two different employees told you that." Terrible business practices overall. So angry I can't even review this the way I would like to. Completely disappointed and would never ever recommend their services to even my worst enemy. Even if I was on my death bed and recommending them could save me I still wouldn't. I hope they get their act together or go out of business so nobody has to deal with the complete incompetence that I have dealt with.

After retiring purchased a nice home with high-end appliances. During closing on home we were asked if we would be interested in a home warranty, we agreed stating only if the appliances were covered. After a few months one of our beverage center/wine fridges would not stop running. I called HMS, took 2+ weeks for appointment, no big deal. When their repairman showed he stated he is not allowed to work on Viking appliances, again no biggie. I called HMS, they gave me written approval to find my own licensed and insured repair company, which I did.

HMS was spoken of in high regard as being reliable and reasonable which I agree with now that it’s been about three years. I use the telephone in submitting a claim and the response seems to be immediate. We started out with calling and we've continued on. Their reps are knowledgeable. I’m generally the one who makes the call and interact with the technicians or the repairmen when they arrived. They’ve all been courteous and timely which I find important.

We’ve had TotalProtect for several years now and if I had known before about it, I probably would have started it a lot earlier. The process to submit a claim was fine. My most recent claim was for my air conditioner. I called in and they had me do something online then I just waited for them to call and set up the time. The techs were fine as well. I haven't had any problem with anybody and with the work done. They were courteous and clean up after themselves. However, it takes a few days before they come out to the house. We filed the claim on a Friday or Saturday morning but we didn’t get to set up anything until Monday. They don’t come on the weekend. Still, everything went fine as it should have been. I recommend TotalProtect.

Recently, I had a claim for my air conditioner. We are retired and wouldn’t be able to do the repair on our own. If something happens, it's better to have a home warranty to help us out. I thought it should be good if I would go through Bank of America and somebody there told me about TotalProtect so I went with them, and everything has been wonderful. They get right on the problem when submitting a claim and they’ve been good. Sending out technician took three to four days before for an air conditioning but lately, they’ve been out the next day. The technicians have all been very nice, courteous and seemed to know what they're doing. I had them for plumbing. We had a leak in the bowl and the plumber came out after hours. He was here for a long time, inspected it until he got it fixed.

The seller bought HMS warranty to go with the house we purchased. It was nice to have HMS when the air-conditioning went out. Submitting a claim was pretty straightforward. I called, left them a message and they called me back the next day. The technician was great and he fixed the problem.

have been trying for over 4 months to have a washing machine repaired. Finally offered a buy out and now waiting over 1 month for payment. Check must come from a department that does not have a phone number and only accessible by email. No help from any customer service. This is definitely not a company to use. BAD.BAD. BAD. service.

I got a TotalProtect Home Warranty ad from on my phone. I looked it up and I saw that their prices were reasonable so I chose it. I usually submit a claim by phone and I had great interactions with their claims rep. I submitted a claim about a plumbing issue and it was good but I was not very impressed with the plumbers. The very first time they came, I told them exactly what was wrong and that they would have to get the part. The next time they came, I had told them to properly seal it. I was not able to look into what they were doing because I was babysitting my grandkid. They told me it was done but when I looked, it was not properly sealed when they put the part back. I have to get a little bit of sealant myself.

I was pleased with the other company I had in Tennessee and when we purchased this home, they told us about HMS and also said that they operated the same way. Submitting a claim with HMS was okay. They gave us the number of the company that they were going to use for a particular repair, but they never call in or fax them any information. It was up to me to call them. The contractors were very nice, on time and very courteous. And they did a good job because what they repaired stayed working. It was a pleasant experience and it's always good to know you have somebody that can be sent and called, particularly when you're in a new area and you're not familiar with servicemen. I wouldn’t hesitate to recommend them.

14 years ago when we took out our mortgage, TotalProtect came with an offer which we took immediately. The claims, for the most part, have been fine. I call when I'm having a problem with an appliance, then they would give me a phone number for the service provider to have it repaired. The techs generally came out fairly soon to evaluate the problem and fix it. One time, I had to call a couple of times before they actually came out but, for the most part, the providers have been very good. We had one problem with the refrigerator years ago. That was originally fixed by the service provider that came to correct the problem and they did. Then a few years after that, we had an additional problem on that refrigerator and it couldn’t be fixed. It was replaced, though.

HMS Home Warranty came with the house I bought. I’ve submitted 6 claims and aside from the miscommunication on one of the claims, I have not had any problem. I had very good feedback and services were done in a timely manner. I also haven’t had any problems with any of the techs or companies that are affiliated with HMS. They're good and everything’s still functioning. Overall, they are an excellent choice and I’m glad I’ve had HMS for over the past year.

TotalProtect just makes sense when you buy appliances. Getting warranty on an appliance is kinda stupid ‘cause you might pay $40 for a year and then if you've got all these appliances, they end up to be $100 so it doesn’t make any sense when you can get everything covered for one price. I've called in claims over the phone and the experience has been great. Sometimes they try to sell me something that I don’t need but I guess that’s their job. The work they've done has been great too, although they don’t do electronics like TVs and I've seen other warranty companies do that. Otherwise, my experience with TotalProtect has been very good and I've been with them for 15 years.

I've been using TotalProtect for almost four years. I had Sears before but TotalProtect is better, they’re also good and honest. I call them for my claims, they give me a claim number, and then they get the service guy to come out in about an hour. However, some of the technicians don’t understand what I'm saying. But they do okay on the job. I had them take out the pipes underneath the kitchen wall, some of which need replacing and some need flushing out.

HMS Home Warranty came with the home we bought last year. I re-upped the warranty in July. The claims process is more automated now so it's not as easy to get a hold of someone in person. There are a couple of drop-down options and they dumbed it down for me mercifully. I understand the whole automation process and emailing that it automatically generates the ticket, although it is nice to be able to talk to a person. The quality of service was still fine though with the two times I’ve dealt with them. It's been very efficient and the problems were resolved very quickly.

I've had a home warranty with HMS Home Warranty for the last 3 years with no claims against my warranty. As of 8 days ago, our air went out and HMS Home Warranty refuses to resolve, make a decision or engage with us to move our claim forward. Customer service has been horrendous and the lack of response by management completely unacceptable. All I want is what I paid for...warranty coverage which means a resolution to current warranty claim. Nothing more. Nothing less. I do not recommend HMS as a home warranty service and will go elsewhere in 2018.

TotalProtect has been good and the techs they send have all been local people who are very helpful. However, TotalProtect keeps raising the deductible and I'm not crazy about that.

My appliances are starting to get old and I wanted to get a warranty to maintain them properly. HMS Home Warranty allowed me more flexibility. Their claims representatives are friendly, but sometimes, they don’t have service people. I submitted a claim this morning and their service person hasn’t called back. Also, there have been times where they didn’t have a service person at all. But overall, HMS usually gives a good piece of service.

HMS is an outstanding company. It has helped me for over 30 years and when I had a problem, they fixed it. The representatives are very thorough, friendly, courteous, and knowledgeable and the follow through was excellent. The technicians were all fine. I told them to teach me something and they all did. I would highly recommend their service to my children and all my colleagues who are buying a new house. However, I wish they would have a service that only covers the inside appliances since I'm moving to a condo and it covers all my electrical and plumbing.

I've been in real estate for 30 years or longer and I'm familiar with HMS. When I bought my home, it was a resale and they provided the first-year warranty. It was HMS, and I just renewed it. I've submitted a claim twice and it was easy. Once was for the garage door opener and they came out and fixed it. Then, the other really ended up being nothing. It was about my heating and air conditioning. I was getting condensation around vents and they explained that it was in the basement and I needed to leave them open and not shut. Their reps were efficient and I've been pleased with them, and that's why I renewed with them.

When we bought our home, we didn't want to incur a lot of expensive repairs and we knew a home warranty would be cost-effective. Submitting a claim online with TotalProtect was very easy and there was very quick turnaround in getting a response. The claims reps were always very courteous. If I had any questions or problems in reaching the service company that they referred me to, I immediately called in and I got help right away without any questions. We've been very happy with the work of the technicians. In the seven years that we've had TotalProtect, they've always been very responsive. We've been very happy and had zero problems with them, and we haven't considered changing companies.

I liked that TotalProtect stand behind their warranty for six months. If I have to get through a wall, they will get the wall back to the way it used to look. I had a home warranty that didn't do that and it ended up costing me a fortune. With TotalProtect, I usually submit my claims online and it's a breeze. The techs have been great. However, we may have to have them come back out because I feel like our hot water is running out faster than it should with our brand new water heater. We're going to make sure that it's all good. But I'm so happy with TotalProtect that I'm referring my daughter to them.

I’ve had HMS Home Warranty for a couple of years and submitting a claim to them is very easy. They are open 24 hours and you can call them any day or night. I normally submit a claim on the phone, and whether you talk to a person or automation, they will give you a claim number and a number to call for whatever services you need. They are very professional and they get the job done. It's been great and I’ve no complaints at all. My daughter is getting ready to buy a house next year, and I'm telling her to get HMS. I highly recommend them to anybody that would ask me.

When I bought my house, it came with HMS Home Warranty. I felt they were doing a good job so I stuck with them. In my last claim to them, I requested a particular vendor in my last claim and it took a few days but the process was easy. Their reps were very nice and they called 24/7 Home to do the service. The technician let me know that he was coming late. The guy was nice and helpful. He explained everything and went above and beyond to take care of my problem. He followed up and I was really pleased. I got a really fair pricing too. It ended up being that the water sewer pipe leaving from my house to the county line was broken in one spot. On our unofficial homeowner’s association page, people were complaining about how much it cost. But in my case, 24/7 Home did a fabulous job and I paid less than half of what most other people were charged.

I've been with TotalProtect Home Warranty for over 20 years. I got them when I bought my house in 1989. I got them through a referral from somebody that I knew. They have been very good for me and I'm definitely glad that I'm with them. When submitting my claim I can do it by phone or online if I'm really busy. Their claims representative was very pleasant. I've never had a problem with anyone. Also, the technician who came to service my last claim was excellent. He fixed the problem right away. They're very efficient and I like the way that they represent the TotalProtect company. They're very pleasant and very articulate people. I've referred TotalProtect to other people. I told my daughter to get them too so she currently has it for her home as well.

We've had TotalProtect for a long time. They're our first and only home warranty. We've been very pleased when we submitted claims and we've only had one issue, but that issue wasn’t with TotalProtect but with the independent contractor that they hired. We had a plumbing incident and a contractor came out and fixed part of the problem. He was supposed to come back and fix the rest of it but he never did. We had a couple of leaky sinks in the bathroom that had corroded. He took the washers out, cleaned the bushings, and put new washers in. We also had a problem with one of those weather-proofed things out in the garage that had a leak and he was supposed to come back and fix that too, but he never came back to fix it.

Horrible customer service! I have been asking for days to find out what is covered, what they are doing, and what brand name AC unit they are going to put in my house. It seems that the mechanic who was out to look at the job, used the word modify, which makes my ductwork, all of the sudden, not covered, forcing me to spend over $900 out of pocket. Repeated calls for a supervisor, or someone who knows about HVAC to talk to me, have never been returned. This has been going on for over a week now. The mechanic was nice, but seems to be doing it differently from what other companies have told me, how they would do it. I'm just glad that it's not too terribly hot right now, but it looks like, by the time they have a supervisor call me, it will be summer!

Do not use this Home Warranty company! We just moved into our home a couple months ago and the AC is now freezing up. They denied our claim because they said it was improperly installed originally. I thought that was the whole purpose of the warranty, to protect the consumer against these types of things. We are now stuck with over 2,000 in damages. I am really surprised that HMS Home Warranty would do that to first-time home buyers. I understand their contract states that, which we never received a copy of, but some guy 15 years ago did not do a good job and now we are on the hook!

We're glad that we have HMS Home Warranty to call because they have taken care of us. Without them, it could be a lot more grief to find the right contractors. Our experience dealing with them was very pleasant and we're satisfied with the results. Our realtor was the strongest factor why we went with HMS. He recommended them to us so it didn't take much thought to figure out that was a good idea. He was very well-known for his quality services. We've had plans before and HMS seemed to offer better coverage for just a little bit more money.

Our nephew in Ohio had good service from TotalProtect. We liked that and we've decided that getting a home warranty was the way to go. We remodeled and bought all new major appliances for the kitchen, plus our clothes drier and washer. We took out warranties on them when we first got them and decided that we would extend those warranties with TotalProtect. It has certainly paid off for us because we've had some difficulty with every one of them.

Lanie

Today 9/21/2017 I called the 1-800 number to review and update my contract which is scheduled to expire mid October. I received notice of an increase in the monthly premium so I wanted to see what changes I should make. I called last week and was on hold for a few minutes so decided to call back when I had some time. Today I called from my cell phone and was on hold for 65 minutes before I finally hung up and called again from the house land line and now I have been on hold for 46 minutes and running. My experience had been very positive and I had mentioned this service and company to a couple of new home owners but I have to now share this unbelievable experience trying to contact customer service. To keep hearing "we apology for the delay in answering your call, please stay on the line for the next available representative, your call will be answered in the order it was received" is also no customer service. If you are that busy why not hire call agents to at least let your customers know what is going on. The on hold time is now 53 minutes and I'm about the give up on this call for now.

I have been dealing with them regarding my AC unit that had catastrophic mechanical failure due to normal wear and tear. It was old and went out, that is all that happened, what followed has been nearly 2 months of back and forth with contradictory information coming from each customer service rep that I speak with.

I previously had a home warranty and I got a notification online from a new warranty provider that was coming out. They told me that they could do service on my appliances, but their contractor didn't do the work when I got them to come out. I couldn't go back to my previous warranty provider, so I asked for another one that was good and TotalProtect Home Warranty was recommended to me. I've had my plumbing and electrical issues worked on and it was very easy to set up the claims process. Everything has been professional with the technicians and the quality of the work that they've done has been good.

The realtor gave HMS Home Warranty to us as part of the sale of the house. It’s been 100 degrees outside and we had an air conditioner malfunction. Submitting a claim online took probably five minutes. I got a claim number and the shop to call. I called the contractor on a Friday afternoon. They made an appointment for Monday morning. They came and everything was fixed. They were professional here for about an hour. We were extremely happy with the service. It’s been three months since the repair and it had been great. HMS Home Warranty made everything really easy for us and I don't think the price is outrageous. It's been excellent with HMS. I have definitely recommended them to friends.

If something broke down, I wouldn't know how to fix it and it was easier to be able to call TotalProtect Home Warranty and it would be taken care of. So far I've had the air conditioner, the microwave, and the dishwasher repaired, and I've had no trouble whatsoever. I call, place the claim, then they tell me who to call. The contractors who've come have always been professional. TotalProtect Home Warranty was wonderful and it has always been a good experience.

Total Protect Warranty is the worst. I contacted them at the end of August about my AC unit. They dispatched ACPlus to go check it. ACPlus determined that the compressor was bad and needed to be replaced. Total Protect approved the compressor and said it had to be delivered. A week later contractor received part and discovered that evaporator coli was bad too. AC plus sent request for cool on 7th of September to Total. I called Total to see if that part was approved and it was on the 8th of September. I was told on the 8th that the part was ready for pick up. I was never ready. I have been calling each to check on status and for them to track the part. The part went from being ready for pick up to bring delivered. Each time I ask them to track part, they track the compressor which was put in on the 7th of September not the evaporator coil. Called Total on the 29th of September to voice my frustration and demanded a manager call me. The woman told me that someone would call me in 4hours. I said 4 hours today, she said yes because they are open 24 hours a day. No one never called. Called Total again frustrated to speak to a manager. The woman told me manager call within 24-48 hours not 4. Then she said the part was ordered on the 18th of September. 11 days after approved, so I'm extremely pissed now. I've been without AC for 3 weeks and counting. Demanded a manger call me back ASAP. Some of the reps answering the phone are ok but others tell you anything to get you off the phone. This company is the the worst.

The house had HMS Home Warranty when I bought it. The realtor told me I should keep the warranty going and I really liked it since then. I had to call when one of the water pipes froze and the company referred wasn’t responding so I was told to call somebody else. Everybody was always very nice, even the technician who just fixed the dishwasher. They didn't leave garbage. HMS Home Warranty is fast and reliable. They respond to claims right away and everything was fixed and working for me.

I had TotalProtect for a long time and when I went back to the States, I got them again. We have everything brand new in our house but we still use them. They are very responsible and they get the right people to help us out. I always call them when I need to submit a claim. I tell them what's happening then they call me back and tell me they're going to send such a person. It's wonderful and I like the personal touch about it. Also, I never had to wait a long time on hold when I call and if I don't have the right person, they transfer me to another person. Their reps have been courteous, answered my questions and explained everything very well. And since I’m old, sometimes they have to say things several times so I can clearly understand it.

I'm single and I bought a home. I looked into a home warranty because I usually live paycheck-to-paycheck and I don't have enough saved up to buy a new appliance if something breaks. TotalProtect warranty was the most wonderful thing I could ever think of and I added the payment for it to my house payment every month. I've had TotalProtect warranty for five years now and submitting a claim has been simple and very easy. I just called TotalProtect and they gave me a claim number. The claims reps are nice people and they've been super.

My policy with HMS Home Warranty came with the house when I bought it but I haven't been happy with them. I expected more than what I’m getting and I'm considering not renewing. Though there's no problem in calling in a claim and the technicians they sent fixed what needed to be repaired, I have an issue with finding somebody who's going to come out and with waiting for them to get here. There was also a time when the tech had to come back several times to resolve one of my claims.

So I signed up with total protect home service plan and the actual product I haven't had to use yet. However, they duplicated my accounts and were taking out 2 payments every month instead of 1. 1st time I called, after a 45min hold, the rep told me "I'm showing on my system that we are not taking but 1 payment monthly, please check with your bank to see if they may be taking it out a 2nd time by mistake or posting previous withdrawals late." Makes no sense because they were back to back withdrawals. Call my bank, they inform me that Total Protect has done it 3 months in a row. Call Total Protect back a second time. After another 45 minute wait she literally took 3 minutes to find that someone created duplicate accounts by mistake and she would cancel one account and the money would be refunded to me after. It's been 10 days, and I'm currently on my 3rd phone call with them as I type this review and I've been on hold for 55min 34seconds and counting. Still no refund. Still no answers. This is ridiculous. If they can take money out so quickly, they should be able to refund it when they've made a mistake. 57 mins in to a hold now btw. Horrible.

TotalProtect was suggested by the bank and we have a lot of faith in them. I usually call to file a claim and TotalProtect has been very good about taking care of things. The reps are very friendly and I've been very happy with the technicians. They've all been good and they seem to know what they're doing. Their work has been good and very seldom did I have to call anybody back. We're very happy with TotalProtect and I referred them to several people.

My experience with HMS Home Warranty was disappointing. It was not my choice to start with. When I purchased the house, its sellers selected HMS. And I've not been happy with the responses when I submitted my claims. One time, I ended up having to buy a water heater out-of-pocket because no one would exchange it. They said it’s a low-flow issue. I complained that my water heater is so full of calcium deposit that there's no flow. It even got to a point where it's so full of calcium deposits, it won't pump water out. That to me is mechanical. It's not actually a mechanical function broken down but there's too much calcium for it to even work. I had no influence on it. It just happened to be old.

I requested some information from TotalProtect and they sent me the outline of what they offer, the type of services they provide, and the manner in which they go about collecting. And I was pretty impressed with that. I gave them a try and so far, it’s been very easy to submit claims with them. I've had two claims and each time that I filed, I called them. I also had a very good experience speaking to their reps. They gave me the service call number, the location or the name of the vendor that would be providing the service, and information on when the techs would come out. The techs showed up on time, were professional and courteous as well. They did the job to our satisfaction with their work being outstanding. Getting a home warranty from TotalProtect is well worth the cost for the service that I received.

In the 11 years that I’ve had HMS Home Warranty, everything’s been easy and good so far from interacting with claims representatives to submitting a claim. Calling is easy and you can also do it online unlike before when we had to wait two to three days. The only complaint I have is that the premium went up from $450, when I started, to almost $700 now.

I have (had & will have had) three policies with this company. Amazingly quick and efficient when selling the policies. First time I had to file a claim I spent hours trying to reach someone. They finally set up the claim and gave me a number of a third party contractor in the Austin area. The third party sent me to another number and the individual was rude, unorganized and NEVER set up an inspection. Being that there was no AC in the home, I was forced to find a local company, they responded within 5 minutes and were at the property within an hour. I spent 2+ more hours trying to reach someone at Home Protect, I finally gave up. I sent certified mail cancelling my policies and demanding a refund, there was NO other way to reach them. I am out of pocket substantially for the repairs and there was NO protection with these policies. For me personally this is one of the worst service experiences I have ever had. The monthly subscription I have been paying was a total waste and in effect a total loss.

The response to a claim is ridiculous. One buys home warranties to keep things "running" but if a claim is costly Total Protect apparently doesn't trust its vendors because the issues are "researched" somewhere remotely and if the research is "good" you get to wait another 24 hours for "authorization". This is the second service claim I have had, the first took 2 weeks to replace a hot water heater. I cannot recommend this company.

I purchased premium coverage ($850) five weeks ago and then placed three separate claims ($50 each) for a total of $1,000. I basically paid $50 out of pocket each time for a contractor to come out to tell me the appliance was broken and the warranty company wouldn't fix it due to a "pre-existing issue". The warranty company made sure that every claim was "pre-existing" no matter what. I took out additional coverage since the company members advised me the issues would be covered. I then asked for a refund after they still wouldn't cover anything considering I spent $1,000 to have someone tell me my issue won't be fixed. I tried to be fair and stated that I would pay them for the five weeks of coverage they have already provided, and not ask for a refund of the additional $150 for the claims since the contractors had to take time out to provide a service (that I paid, not the company).

I had my house refinanced and they suggested that I have a home warranty. I haven't had any troubles with TotalProtect. I submit claims by phone and the reps have been pretty good. My son, who lives in the house, is fine with the techs and he's been satisfied.

My condenser or AC thing that sits outside went out. The first company that HMS sent out, the guy didn’t know what he was talking about. But HMS sent out a second company and the guy was great. He was very helpful, friendly and professional too. He knew what he was talking about and walked me through what was wrong. He showed me what the other guy didn’t know and the work he did was excellent. HMS was able to give me the resolution that I was actually looking for and If I had to do it all over again, I would as long as I get a competent person out here. Everything was great and I'd definitely recommend getting HMS Home Warranty.

Having a home warranty is good protection if they don’t make it hard. It was easier to use it before but it’s becoming more challenging. You have to call so many times and there are so many things they’re telling you. I used to have a friend who was a broker and he recommended HMS Home Warranty. And then, I recommended that to my clients and I also used it for my three properties. But now, I only have it on one of my rentals. I'm going to go and try to get it with the other two. They are more expensive now but they offer a lot of good things. The only warranty company I've dealt with is HMS and they don't value you being a long-term customer because they should give certain discounts.

I was looking for a home warranty and checked online on the available warranty providers. TotalProtect looked good, based on what the website was saying, and was my first choice. Generally speaking, I'm happy with them. I have made two claims already that went okay, but I wasn't too satisfied and happy with my third claim. I filed a claim for my washer and it went through okay. The washer was in a rental property and a tenant was living in it. The service technician came over, did an excellent job, and recommended the replacement of the appliance.

I'm a homeowner and TotalProtect is something that gives peace of mind for me having be looking for contractors all the time so that I can have things fixed. It's like a one-stop shop for all. Compared to other companies that have offered me some stuff, TotalProtect provides a lot in terms of the appliances based on what they cover. I'm enjoying the service so far. I've had some issues submitting a claim but they're normal issues. The techs have been great. I've had some stuff that are not really good, but in long run, 4 out of 5 has been satisfactory. The last repair that I had went quickly and smoothly. It's been a really good experience and I've tried to introduce some other people to sign up with TotalProtect.

HMS Home Warranty has a good reputation. They are very courteous and when I submit a claim, they follow up on it and do a good job. I only had one claim in the past and most recently, I had a plumbing issue with the toilet and they came out here twice and it's not rectified yet. The toilet is in the powder room and we don’t really use it a whole lot. We've been in the house for almost 30 years now and I never had a problem with it, but the commode was moving sideways. The repair guy came out and he replaced the flange and after he left, it was still doing the same thing. So, I called again. They sent me another guy who was very belligerent and instead of taking it off to see what's wrong with it, he shimmed it up. And the following day, we found out that it was leaking around the base. So, I called again, and they're coming out tomorrow for the third time. Aside from the most recent time, the quality of work has been perfect.

"Kristina" was not only rude, insulting and demeaning, she refused to get me any help regarding a leak in the house for over one week. Furthermore she REFUSED to let me take it to a supervisor, and promptly hung up me because I was more familiar with the situation than she was. Gloria on the other hand handled the situation in a stellar manner.

I live in an older home and I was most impressed by the service that TotalProtect Home Warranty promised they could provide and I've been pleased thus far. I submitted a claim online and it was very easy. I’m also pleased with the service of the technicians. Everything has been working well since. I recommended it to a friend and he signed up two weeks ago.

I have been with Total Protect since 2008. I have had several experience with them. When they are good they are good. But when they are bad they are really, really bad. My current situation is as follows. On Sunday Sept. 3 I called in and placed my claim for my clothes washer. Three days later I had not heard anything so, I called again on the 6th. Because I work during the day and I wanted to make sure they had a number they could reach me. They had my home number, that was my fault ok. They then informed me that they were unable to provide a provider in our area, and that they had expended me the offer to find my own provider. I informed they then that a local provider has done work for them for me before and I would contact them. I immediately called that provider. The provider told me that Total protect would need to send them a work order. I called Total protect right back and told them what the company had said. Now total protect says that the company needs to call them, and the company is saying Total Protect needs to call them. So finally someone from total protect says they will call them, and see what they will need. At this point we are one week into this with no results. On the 11th I called Total protect again and I am told again that they will call the company and see what they need. Called the company and they said they had not received anything. We verify the phone number and email. Still nothing. I ask for a supervisor and I tell her all of this all over again. Then she says she will call them. But, I call the company while I have the supervisor on the phone. I relayed back and forward what they were saying. And the supervisor said she would send the work order. Ok. I call again on the 12th. No work order. And I have to talk to someone else and explain it again only to hear the same thing. "They will call the company, and have the work order sent". Next day (13th) same thing, 14th same thing. On the today 15th I call back again. And let me just say beyond pissed off. To go through this same ** all over again with yet another person. So now I have talked to 6-8 people and I am no further along than I was before. So I get a call this evening that they want to get me another provider, because they are now saying that because they offer me to pick my own provider the provider will is considered 3rd party, And the provider will not contact them for a pre-aurthoization because Total Protect will not send a work order before they come out. So therefore the company can not contact them after they come out. So now I am headed into week three. And now they are offering to find me a provider, but guess what that dam provider can' t get here until Oct. 9. And they wait to put me on a waiting list if someone calls and cancels. Really!!!!!!!!!!!!!. This service sucks. And after this they can count me as gone. I WILL NEVER DO BUSINESS WITH THEM AGAIN. GET MY DAM CLOTHES WASHER FIXED!!!!!!!!!

Each time I’ve called for a claim, I’ve received a really positive answer. The people I've spoken with have been very gracious and right on target as far as getting help. They were terrific and I couldn’t praise them any higher. When my dishwasher wasn’t working, they looked up whoever they have on their list and gave me the number. The people came out but couldn’t get a part because the unit was old and HMS got me a new dishwasher.

Have a $50 deductible. Had the first guy over to fix water leak. Plumbers comes without tools. Pay him $50. Uses my tools and tells me it's an appliance problem with the dishwasher. Get insurance company to send appliance tech. Gets another $50. Says not going to replace dishwasher, needs part. 3 weeks later no part, can't get dishwasher guy on phone. Can't get HMS to return emails. Can't wait for the 30 min on phone to get someone to answer. Soon will have to get new dishwasher and commence small claims action. No other choice. We are going on 4 weeks without a repair. And the leak damaged the carpet and left mold under the cabinet. Insurance will not cover any of that. What kind of insurance is this?

The HMS warranty came with our home where we saw a lot of things that needed to be fixed, like the toilets. The house is old and it wasn’t updated 25 years before we got here. My husband filed the claims online and they went great. The claims representative was helpful and the technician and I also had a really good rapport. I ended up purchasing toilets and the techs were in and out of the house. They did five toilets in four hours. Although, I was bummed because they put all five toilets in the front of their truck and I wanted them to have the toilets on the lawn so I could be “that” neighbor which was pretty funny ‘cause it's not an upscale neighborhood. But they cleaned up and it was a great experience. Like everybody else, I wish the warranty covered a little more than it does but it’s pretty good and we've had a fantastic experience with HMS overall.

Submitting a claim to HMS had been pleasant both times. However, the wait time to speak to someone is usually very long. It could be the norm and I'm just not used to it. The techs are not from their company and we usually let them know who we’re going to call. All in all, we’ve had good experiences with HMS.