Cinch Home Services Reviews

I would not recommend anyone ever use this company. Our a/c unit went out about 5 weeks ago. We had the company we use to service our unit come and they said the compressor was bad (12 years old) and the unit needed to be replaced. I called HMS and they require you to use their technicians, which we complied with. Their technician came out - twice - and insisted that our unit was fine and nothing needed to be repaired or replaced. Our a/c bill for 2 months has been twice as much as it typically is in summer, the unit runs all the time, and it never really cools the upstairs.

When I bought my house, the mortgage company I went through hooked me up with HMS Home Warranty for the first year and then I continued with them. Submitting a claim has been very easy. I called and told them what the issue was. They gave me a claim number and a company to contact and then within a couple of days, someone is here at the house. We had a couple of different claims. Technicians have been good except one is still ongoing. HMS is a good company and its prices are very reasonable.

For protection and to save money, we decided on TotalProtect. Once we submitted a claim, they gave us a vendor to call to get our service done. Their rep was a fantastic young lady and everything was excellent. We've had about five claims that they took care of very successfully. TotalProtect is a very good company to deal with and we have a wonderful experience with them.

My appliances were getting old and I figured that I will be getting a lot of repair bills (and I was right), so I signed up with TotalProtect. Their claims process was easy. I've had to fix the dishwasher, the refrigerator, the stove, the air conditioning and the plumbing. I have them come out for everything and most of the time, it goes A-okay. When the dishwasher wasn't working, I had to call back the guy who came to do the repair because we got the wrong part for the dishwasher and we had to text someone who knew what the right part was and it worked. Whatever happens, TotalProtect always made it right. Most times it takes longer than I would have liked, but they always made it right. I'm happy with them.

The claim went pretty smoothly. I spoke with a rep once when I couldn't get in contact with the provider whom they sent out. He got through to them, so they called me to come out and service the house. They've been really efficient and friendly.

I do not recommend HMS Home Warranty. I filed a simple claim about my shower. The piece fell apart, I started the claims process. After a $100 dollar deductible, the plumber said HMS denied my claim because the part was installed incorrectly. My argument is that the part passed the home inspection, and worked fine the past 10 months. It may be the plumber's opinion it was installed incorrectly. It was installed before I bought the home, but to deny a claim for less than the price of the warranty premium is silly.

I originally submitted a claim online to HMS Home Warranty and it was a little rocky at first and then it went smoothly. What happened was the claim didn’t show up on the computer so I had to give them a call. We got disconnected and nobody called me back, but the claim was submitted that first time I called. Everyone was really pleasant to work with. The technician was nice and he did everything he could to make sure my claim was fixed. Everything is good to go.

I had American Home Shield for the first year when I had this house. And then, a little flyer came in with my mortgage statement about TotalProtect Gold and since I had a prior negative experience with AHS, I decided to utilize TotalProtect for the second year. I filed a claim online and their process was relatively simple. The last time I contacted them, I did it through a telephone call. In the plan that I have, I get free service calls for different services throughout the year. I had them come out to check my AC heating system. They looked and made sure everything was working properly. I feel confident when he left, everything was still okay. Their technician was friendly, knowledgeable and did a thorough job.

I do not understand how this company has a high rating on this site. HMS has been a disappointment. We have had a few service claims during our year of warranty with this company, and nearly all of them have been a frustrating and slow experience. In February 2016 we had a broken water heater. This coincided with a sick toddler who could not take a warm bath or shower for three days. We were passed among various companies who would not respond to calls or who claimed we never set up a service date. This was finally resolved, but with such a headache. We currently have a poorly functioning A/C unit, and it has been three days of back and forth emails, long on-hold phone calls, etc.. with no resolution.

Our A/C unit went out two days after our warranty was in effect. Called Solar Mechanical Works as my claim told me to. They had an un professional lay person come and diagnose the issue with a screw driver in hand, as a broken compressor because of free-on leakage. The cost would be nearly $2,000. He took my $125.00 and did not leave a receipt of any kind. TotalProtect refused to cover it because they said the leakage was a pre exsisting condition.

Our realtor introduced HMS to us. The process for submitting a claim was not difficult at all. The technicians were very pleasant. My air is working and that's the great thing.

TotalProtect is an ethical company. They do what they say they will. When our oven went out, I called and they had someone come out and take a look at the oven. It was determined that it could not be repaired. It cost me $75 for the service call. Since it could not be repaired, TotalProtect got back with me and told me that my options were either they'll give me $500 or they'll replace the oven. I told them to replace the oven, and they did. The technicians they sent were very professional. The oven with that size was no longer available, so we had to get a different size. In doing so, we ended up having to do a bit of cabinet work, but it was certainly not their fault.

After paying claims for many years (12+) and one minor claim filed, I called Total Protect to see why my air was not cooling. They sent someone who added coolant and cleaned the coils (which I had to pay extra for). The air was still not cooling below 78 degrees and they came a second time, adding more coolant. When I called the company to complain my unit was not fixed, I was told I would have to pay another deductible. When asked why (for the same problem) I was told to talk with the AC guy to who came out. I called, phone went to voice mail; I left a message. After calling 3 other times and leaving messages, I am still waiting for him to call back. I called the insurance again and asked for a supervisor and was told someone would call in 24 hours. After a week I called again and now two weeks later, I'm still waiting. I have cancelled my contract and will tell anyone who will listen, not to contract with Total Protect. They will not return phone calls or give any kind of response . Worse company I have ever dealt with.

I knew HMS Home Warranty from the homeowner whom I bought the house from. The processing of claims by HMS is pretty simple and straightforward. The claim representative took care of the requirements that I had. The technicians who came to service us vary from time to time. Some are better than others. The latest experience was very positive and they were very professional. I would recommend HMS.

I signed up for this Warranty in February. We filed our FIRST claim on July 29th, 2016 and as of today August 5, 2016, an entire week later, we have not had our AC unit serviced. They sent me 4 companies that do not service our zip code, and 2 companies that do not service our type of AC unit. EVERY time I had to call their number back with wait times EVERY time at 45 minutes. Many were closer to an hour. They never returned my calls as I asked, and although I filed claims online, all I got was a form response email back. I have canceled my service. This was a TOTAL RIP-OFF and cost me a week of agravation and a hot condo in the summer. DO NOT USE THIS COMPANY

My condenser/compressor was serviced on 7/25/16 by Advance A/C and left operating with the caveat that it could fail at any time. One hour later it failed. Here it is 8/3/16 and I have no idea when it will be repaired. After days of "research" I was informed by Total Protect customer service that the replacement parts would ship and arrive on the 29th. Then I was informed it would arrive on 8/1/16. I'm still waiting, have bought two room a/c to survive.

Called and tried the online service and i was instructed to call the HVAC company, I did and I guy, who was rude said the the total protect had to call them and then he would call me back. I called Total Protect back, waited about 25 minutes to talk to a human and then they gave em another HVAC company on Monday evening and said I would be getting a call. Well it is now Wednesday and I have not received a call from the HVAC company they provided or a follow up call from Total Protect. Right now they have very poor customer service all around and I am working outside my home warranty to to minimize the discomfort to my family to fix my HVAC issue. As I write this review, Total Protect will not be getting any positive feedback or referrals from me and I will be letting anyone who asks, the truth about the service I have received from total protect up to this point and will start shopping for another service provider that offers better customer service and actually follows up with their customers.

As part of the contract to purchase my house, I wanted a 1 year home warranty. The seller purchased the warranty with HMS Home Warranty. The first time I tried using the central air, just about 3 months into the purchase of the house, I found out that it didn't work. I called HMS customer service to file a claim. I waited on the phone for over 30 minutes and could not get a hold of anyone so I filed the claim over the phone and received a claim number. They said they would be in contact with me.

I referred to the documentation I have at house closing and used the phone number to call and submit the claim with HMS Home Warranty. It was a plumbing issue and the rep I talked to was fantastic. She did a really nice job in both taking and doing follow up steps because I ended up involving two contractors. The first contractor was able to accomplish one of the tasks but was not qualified to accomplish the second which is why the second contractor was needed to accomplish the second task.

I have been waiting on a check since the first of the month . I was told 6 days and it's been 30. I call and I'm on hold for hours . I think they know my number and won't answer. I sent my receipt by fax and email still no response. I NEED MY MONEY. IT'S ONLY 333.00.

HMS is great until you actually require some repairs/replacements - then the nightmare begins. Like many, this warranty was sold to me when I purchased my home. I have carried it for almost 4 years with no problems, as I haven't really used it until now. My AC went out a few weeks ago and I called to place my claim. The claims process itself is very easy, as it's all online and within minutes you have the number for a service tech in your area to call and schedule an appointment.

My realtor bought HMS Home Warranty for me when I purchased my house. He has HMS himself, and said that it is reliable. He told me not to let it lapse over, so I renew it every year. I usually call over the phone to submit claims. When the claims reps can't answer some of my questions, they usually give me to a manager. A couple of times, they couldn't come out because it's a weekend but once Monday came, they gave me the number to call, and the people called me and came in right away. Also, if I have a problem that will take a while longer, they always notify me and tell me to give them a callback if the technicians don’t come within so many hours or days. It happened one time, so I gave them a callback, and they called somebody else from a different company who came out right away.

My water heater went out and a serviceman was called out to assess the problem and I was told that I needed a new water heater. The serviceman turned off my water to the heater and stated that he had left the cold water on all over the house however the showers were not working, and we wanted to take showers since it was on and about 100* degrees out side. I called and did not get an response from them for six days until the water heater was fixed and they charged me $801 and wanted to charge $70 to take the old heater away. I wanted to charge the price to my credit card but was told I'd be charge $22. I am on a fixed income and had to pay with a check that has all my other bills to total up for the month. I could not get any satisfaction from the management to accept my calls with complaints. If the cost is over a certain amount you will have to pay out of pocket. That is not on the contract nor is paying with credit card is on the contract. I feel the contract is not valid on many things. I paid the service call for $75 plus monthly charge of $47.

I'm happy with HMS Home Warranty. The service is valuable and sufficient and performed well enough that I renewed my contract with them. For the most part, the repairs have been done correctly. However, I was shocked at finding that something wasn’t covered in the first year that I had thought was. The process of filing a claim is relatively easy. The work performed is very good, but it takes a very long time between the claim filing to when the work gets performed or when someone can do it.

Have had the warranty for less than 2 years with a faucet claim which after 3 visits it was replace and a fan light which was fixed. On May 18,2016 called because my thermostat for the Air and Heat quit working the company sent a company to fix it....a loose wire was the culprit and then July 1st. it happened again at 2:30PM I called Total Protect and they told me to call the same co. that serviced it before and nobody ever called me back after leaving 3 messages on that day then called again the week after and no anwer......the following week I called Total Protect and they said they will call the same Air and Heat co. that serviced before and nobody called me back from either Total Protect or the Air and Heat co. By the way the Air and Heat company has never called me back even though I left countless messages I again called and fed up with it told them cancel my warranty since I am not getting any service from you. Immediately a lady name Latoya from the Quality Assurance department called back and said don't cancel we want you happy and I will call them myself and nothing happened for about 5 days then a lady name Lisa called Saturday 16th at 11AM and said, we want happy customers I will take care of the problem and nothing happened. So I called the 25th of Jul;y, 2016 after battling these problems for so long and all I said was cancel my warranty retroactive as of July 1st since I have been calling you for 25 days and I have gotten no service. Well today Friday 29th I called to make sure they cancelled the policy retroactive and they told me we can not refund your money retroactive to July 1st. What a fraud this company is no service after 25 days and they said no, we don't refund the money.........

Plus be aware. There are temperature guides they use for weekend service. It has to be below 40 degrees or above 90 degrees before they will pay for emergency service. Finally, the Total protect customer service guy was rude and non accomodating. I finally paid tho get the unit replaced.

I’ve been with TotalProtect for a long time. I spoke to other people and they said it was good so I got them. So far, my experience with the claims have been good. Their reps were very understanding. They reflect back to the questions or answers and they set up the appointment very quickly. I’m pleased with them. I've been with many contractors for the different claims that I filed and overall, they’ve been good and professional. Their quality of work has been great and outstanding. TotalProtect is good. I definitely like it and I will keep them for my lifetime.

HMS motto is "IT IS OUR GOAL TO PROVIDE YOU WITH SUPERIOR CUSTOMER SERVICE". THIS IS SO NOT TRUE!!! I TOTALLY FRUSTRATED. I called in my HMS claim yesterday. Wait was over 10 min. Got a claim number and plumbing company phone number. Plumber came out. Asked for my $100 deductible before any work had started (told this when I made my first call to them, as well). The plumber removed my garbage disposal because it was all clogged up. My disposal was left on the shelf under the sink because they had to LEAVE my home to report their diagnosis to HMS.

Our air conditioner wasn't keeping it cool. The HMS online system wasn't working when my husband tried to submit a claim yesterday. So he called and was on hold for 45 minutes before he successfully opened a claim. We generally wait more than 20 minutes but as long as we can do it online, which is how we typically file, it's easy to submit a claim.

I love TotalProtect. I call and tell them what is going on when I have a claim and they would call whatever company they go with. The contractor always calls within a reasonable amount of time and then we set up the appointment. The process is simple. Everybody is friendly and does the job fine.

I have been trying for 2 days to get a return call for someone to come out and repair the air condition in a rental home. I have made 5 calls, atleast 30-45 minute hold times each time I call before I get a live person, only to be told they are still working on trying to find someone to come out and service my unit? They said they have called 7 companies to service and they said none are available or wont come out to service my unit due to me not being in there service area. Well they are contacting companies that are 1 hr to 2 hours from my house. I am not in a rural area and my question is, why dont they have more service providers in the Richmond area? Richmond is not a small city, this makes no sense to me? They are contacting service companies in Newport News? Finally, when I do get a hold of someone this morning, he told ME to call someone and line up service on my own but before they do anything, I have to call in and get it authorized once its diagnosed...Well I told him that if I have to wait on the phone for 45 minutes before I get a live person to get this authorized, no dealer is going to wait for that to be done or his clock is going to be ticking but everyone is on such a quick turnaround because of the hot weather, they will not wait around for an hour before they can start working. Also, my question to the customer service person was, "what happens if the repair is more than what you normally pay out"? Who makes up the difference, ME?? He could not answer that....so I asked to speak to a supervisor and he got very belligerent with me. Telling me that I didnt need to speak with one because hes answered all my questions, when I kept insisting, he finally went away from the phone - no hold on, no let me try someone, nothing...I was in the middle of talking and he just left the conversation, I thought he had hung up? I held the phone for about 2-3 minutes and he came back on and I first told him, that if he was going to put me on hold, he should have said that, not just go away in the middle of me speaking...He then said someone would call me back in less than 15 minutes, well I knew that wasnt going to happen, he just wanted me off the phone. So 2 hours later, Im writing this review because I still HAVE NOT received a call, have no one scheduled to come out to my house or have no questions answered!!! I pay a monthly fee, have for 6 years now and this is the lack of customer service that I get....VERY VERY UNHAPPY CUSTOMER and would never, ever refer this company..PERIOD!! I will be putting this same review on several websites to get my point across!

I have had this home warranty company for a number of years. They have consistently sent incompetent service providers who only want to collect the deductible without diagnosing the problem. Appliance repairs can take over a month or more and often takes weeks to connect with those service providers who are assigned to you.

nexperience that he called total protect and told them the breaker was installed incorrect and it look like something had been changed. So Total Protect calls me and says they will not pay the claim. This is when i found out what the service man said. I explained to them nothing has ever been changed as it was put in but the home builder when the house was built and would show the service man around to the other houses but when i look out the service guy was gone. Never came in to say anything. So I said i want to cancel the warranty and want my refund since they did not do thier job. But three weeks later I was told they had to pay a claim so they would not refund me anything. So i spent 5 months of payments plus a 100. fee to the a/c guys who spent about 5 min to get nothing done. I have discover that Total Protect only wants your money and works with contractors that are not very good. You can count on them keeping you waiting 5 or 6 days just to get the service people out. And if you enjoy being put on hold for at least 20 min then you will like Total Protect. I would really watch out if you get tricked into going with this company as they are not nice to deal with. I would be careful of the positive response you see on this company as i would not be suprise if the company did not plant these.

I have TotalProtect for at least four years now and everything that I needed was with them. I've had good experience with all of the claims I filed. I’ve used the warranty for the air conditioner, microwave and garage door opener, and I've been satisfied with everything. When the air conditioner was out the last time, I delayed calling and then it really got hot. Consequently, I was not on the top of the list but it was the only negative thing.

When I bought my home, the previous owner had HMS Home Warranty, and I took over the policy. Submitting a claim is pretty easy. I call and tell them what's wrong, and they tell me to make sure I have my deductible. Their claims representatives give me what I need, and we usually have less than a 5-minute conversation. Then, within a day or two, a person comes out. The technicians they've sent have all been helpful and friendly. They maintain what I have, fix what they need to fix, and the quality of their work is good.

I was researching home warranty companies, and TotalProtect all got a good review. It was very easy to submit a claim. A contractor got back to me almost instantaneously, and the work they did was of good quality. I'd recommend TotalProtect.

I submit claims over the phone, which is a fairly easy process for me. The customer service reps are very courteous. Sometimes, they give me suggestions of what I can do first before sending someone out, but normally, they will connect me to or give me the information of a company. I get directly sent over or I call back the company immediately for them to come out. The reps have always been very professional, timely and when they say the contractors are going to be here. They call prior to coming out to give me a heads up, so I've been very pleased with the service, both on the phone and when the contractors come out. I just wish my deductible could be less.

Am sweltering with record heat and A/C and attic fan broken. Calls to HMS say wait time to speak to rep is 20 minutes. After holding about 10 minutes, I got disconnected and had to start all over. Still have not spoken to anyone. Their online system doesn't have an option for attic fans although it is covered by warranty, so I have to use phone. Still no one coming to phone!!!

Beware consumer, this is a rip off. Total Protect has been serving my HVAC unit for over 12 moths with various contractors and still does not work properly. We have paid multiple deductibles to these companies as well as expenses that were not covered for some bogus reasons that amount over $4K, as well as the monthly payment to Total Protect. We listed our house for sale in May, got a contract but lost it because during the home inspection the AC unit was frozen and leaking. TP was contacted and it is now July 24th, the AC unit still not working, we lost the contract and because of the leaking of the unit (it is in the attic of a bedroom), the ceiling is caving in, water saturated our carpets and ceilings all the way to the basement and mold is growing. We requested our case be escalated to a supervisor, waste of time. She said she would contact last AC company and advise. We have left messages for her for 2 weeks, no response. We contacted the last HVAC company that worked on house and went out to inspect water leak, GSSN Heating & Cooling (terrible company) but they accept no responsibility for their poor workmanship and blame Total Protect because the parts came from them. DO NOT USE THESE COMPANIES. Our house is now temporarily off the market, missing the Spring market to sell, until the repairs are complete. This will require us to put $$ out of pocket for HVAC repair, dry wall repair and new carpeting as well as ensuring the mold issue is taken care of. This was sent to ABC NEWS with photos and videos.

HMS is supposed to give you peace of mind if you have an appliance that breaks, but instead, it makes you very anxious and worried if you ever have to call them. Why? Because they make you stay on hold for at least an hour or so, while listening to them repeat hundreds of time that "due to the unusual call volume, blah, blah..." It looks like it is always unusual for them to receive calls from members that need assistance! They never pick up! If it is high season, why they don't hire more people to answer the freaking phone??

I own my home about 18 years and HMS Home Warranty has been my home warranty company for years. I'm happy with the company and I don't have any issues. They respond to all my needs over the years. I had absolutely no problem whenever I submit a claim, which I do pretty much over the phone. The claims reps are always excellent and if it's something that I am not getting with the service tech and I call in, they will pick up the phone and make that call for me to see what's going on, or they will get someone else. I never had a problem that was never fixed when I called.

I love TotalProtect. I have it for years and I'm going to keep it. When I have a claim, I call because I don't like going on the computer that often. They usually help me and a technician contacts me within the same day or the day after I call. The techs who came out have been very professional and informative. The quality of their work is excellent. It's a wonderful service. In fact, I've told some of the people that I work with about it.

There were a couple of older pieces of equipment in our 20-year-old house so I looked into getting a home warranty. My realtor recommended HMS Home Warranty. I submitted a few claims and they’ve all been super easy and were taken care of very quickly. All the technicians have been great, really quick to respond, very friendly and knowledgeable. So far, I've been very happy with their work. I didn't have to call anybody back to have anything redone.

I was unhappy with another home warranty company and my electrician told me about TotalProtect. I've been with them for two years now and it is really easy submitting a claim to them. They are fast. Within 20 minutes the contractor calls me. The technicians are always professional. They're clean, tidy and they put little booties on their feet before they come in my house. They diagnose the problem and if they have to order a part, they do that. They come back, put it in and it's good to go. They’re topnotch.

When I bought my house which was an older house in 2009, the seller included HMS Warranty as a perk of the purchase. Their claim process was excellent but this particular experience was horrible and other things went wrong. The company that fixed my AC took 13 days to do it. Two of the days were over 100 degrees, and the other days 90 degrees or higher. I felt that this amount of time to fix the AC was unacceptable. I don't know what the typical turnaround time in fixing the AC is but this company was highly rated on the internet and didn't appear to have problems. It was obvious that the guy who did the repair was completely overworked and has not had a day off in so long. I don't know if it's just a shortage of contractors in my area but I felt that HMS should have been able to come up with an alternate.

I spent $500 on fixing my heater for my house so I started checking into different home warranty companies. I needed to choose one and the man that I talked to from Total Protect seemed nice. I have had one claim with them and filing it was easy. After about three days of filing it, a technician contacted me and he was really knowledgeable. He fixed it and contacted the company. TotalProtect paid for it and it was good.

GMAC recommended TotalProtect to me. I've been with them for probably ten years and I never had any problems. Anything I’ve ever called about, other than paying my deductible, they took care of it. Most of the time, I submit claims over the phone and within three or four hours, a technician contacts me. I’ve always had good interactions with the technicians and their work has been satisfactory. Everything’s been good with TotalProtect.

I always think it's a good idea to have a home warranty, and I got HMS Home Warranty because it seemed like their coverage is better for me. I'd like to keep it for three to five years. I had a problem with my AC so I called HMS and they responded within a day or so. This was the first time that I had dealt with them and it's probably been the easiest that I've ever had. The claims representatives were very helpful and good about giving me the right people to talk to. When the tech got here, he looked at what was wrong and did the service. It took him about maybe an hour or two and everything is exactly like it's supposed to. I've used people who are more well-known in the area but the technician, a local guy and I've never used him before, did a good job. I'm selling my other house in Richmond and I've recommended HMS to the buyers.

Submitting a claim with TotalProtect is easy. I just call them and they give me a number and tell me who to call. The technician contacts me within an hour or two, and sometimes the next day if it's late at night. They come out and fix it. I've never had a real bad problem and everything goes fine.

I would say only one thing, "Think before getting into the contract with these." They provide you with contractors who come out, they will promise you call will be completed and if the unit breaks within their 90-day period they will state something else is broken and you will have to pay the minimum $100 and additional expenses which is normally not covered by HMS. Add to this, if you want to speak to manager its minimum 48 hours and if you are lucky you will get a call in that time or else you need to call back but in the meantime the money you are paying keeps on getting deducted and your service for which you called is still down.

The actual process of submitting a claim and calling on HMS Home Warranty is fine but I'm not particularly thrilled with some of the contractors that they send out. I find some of the contractors to be absolutely lazy and lack integrity. Their work quality is average to below average. I feel that there could be a better class of people who HMS works with and would like to have an opportunity to use a contractor that I know and trust, rather than the hacks that they send.

Claim submission is really efficient. It might take a day or two to get something fixed and order parts but other than that, it's great. I like that I can make a phone call and it saves me some bucks. I had an issue with my air conditioner and the technician called me the next day. He was great and very professional. However, when he ordered the part, it was the wrong part so he reordered it. The service took a few days longer and I just went and stayed with my mom while he was fixing the problem because my house was so hot.

Horrible, horrible experience. This company left me with a malfunctioning 5-ton AC unit; refused to honor its contractual obligations and left me with more than 45 days suffering through 3 heat waves and no AC at all. Please avoid this company at all cost. Their only interest is to collect fees and not to give any reimbursements for service which was not performed. In fact this company needs to be investigated by the government for false promises and inability to perform.

My house is 25 years old, and a warranty beats all of the times paying for thousands of dollars in repair. I was already with the Protect group, and they said this upgrade with TotalProtect would cover other items I wasn’t aware of so I upgraded the service. Submitting a claim with TotalProtect is easy, however, getting the job done has always been hard. I had three claims in five years and everything was a real hassle. I even had to file Better Business Bureau charges. I also filed charges to the Chamber of Commerce in Florida trying to get something repaired on my air conditioning that was taking months to get repaired with TotalProtect not wanting to pay the bill.

When we bought our house in 2006, the previous owners had HMS and they liked it. We just continued. The customer service representatives are always nice and very helpful. Submitting a claim is easy once you get through on the phone. Sometimes it's hard to get through and it can be frustrating, but other than that, it's been great. I wouldn't give it up for sure.

I got TotalProtect when I built a new house and I had it for five years before I knew I had it because it was paid through my mortgage. The first two claims I had, I never got them done. The problem is I live in a remote rural area and it's difficult to find and get people to come out here and repair stuff. Then something happened this month on my dryer and TotalProtect went through a lengthy list to find somebody to do the repair work for me. The guy who came out and fixed my dryer was wonderful, friendly, and professional.

Their rep was super nice. Because the people that they first recommended would be five or six days before they get to me due to back log because of the holiday I called HMS back. Their rep got somebody else. She didn't blow me off or put me off and there were two guys that came. They weren't here very long but they were very nice. They told me if I had anymore problems, to give them a call and they'd be glad to come back. They were really nice and very professional.

HMS is very efficient. I have dealt with several different home maintenance companies and HMS is one of the better ones. The rep was very friendly and customer-focused. Their staff followed up and made sure I had everything I needed. I got an email from them telling me the information they gave me on the phone and told me who to call. Additionally, the technician explained everything to me about the upfront charge, what he had to do and how he's going through it and if he couldn't fix the appliance, what he would do and how long it would take. He also gave me a lot of information plus he followed through. When he came out, he came to replace something again and he had to get back with HMS to get it approved. Once it was approved, by that date he gave me, he had it installed. He's very reliable and the work performed was very good.

I have appliances and I didn't want something to tear up on me all of a sudden and then I got to come out of my pocket. So I looked for insurance and I already have another policy but I didn't like how they operate it. Then my bank, Founders, told me about TotalProtect and I like the way they service me and how they operate. With TotalProtect, I file claims over the phone and tell them my appliance and the next thing, they call me, give a claim number, and get somebody on it. We are pleased.

I've been with HMS for 26 years. It’s a lot easier these days to submit a claim but the problem is getting the repair work done. My last three claims have not been good. I had to get a different contractor come in because the first person could not do the repair. The last one took over two weeks of misguided information between the contractor and HMS to get a repair done. Then on Monday, I had a refrigerator freezer problem and the contractor came out that evening but left here without fixing the problem. He told us that there's no sense in fixing it because it has been serviced three times before and there's a leak in the system of the freon or the refrigerant. He'd recommend to HMS that they replace it because it's not economically repairable.

Shortly after purchasing a new condo the compressor failed on my 22 year-old HVAC system. HMS Home Warranty was unable to provide an HVAC service partner for my home outside of Washington, DC and suggested I find my own provider. The total expense that I incurred for the replacement of my HVAC system was $5,259.42. I fully understand that all charges associated with the replacement of my HVAC system are not covered in my home warranty (ductwork, etc.). After many, many phone calls to HMS and hours spent on hold, I was ultimately told by an HMS representative that regardless of the expenses itemized by my service provider, HMS Home Warranty would not reimburse any charges beyond $3,420. It seems deceitful that they were unable to provide ANY service providers in the Washington Metropolitan area, yet dictate the amount of reimbursement for the claim regardless of itemization by the service provider.

All of our providers that TotalProtect sent have been very positive. The biggest problem for us is we forget and miss some of our quarters wherein we're allowed to have somebody come in every quarter to check on things. But they always do a wonderful job. The most recent one was an air conditioning company. Our contract only calls for one air conditioner so we just pay for the second unit to be serviced. The provider did a good job of servicing both air conditioners. It was just fine and I feel good about it. Furthermore, filing a claim to them is a piece of cake. If the provider comes out and needs some work done, they call TotalProtect to get an approval. TotalProtect then agrees to it and the work gets done.

After purchasing a new home our realtor gifted us a year's worth of home warranty "to help" with our first home buying experience. HMS was described as a friendly customer focused company. Don't be fooled. Friday afternoon in June I call in with a claim for our heat pump, our house wasn't cooling below 84 in the hot TN heat. They promptly sent out a tech, whom I paid the contracted deductible of $70. He took some pictures, described how our unit was older and very dirty. He called it into HMS and said it could go either way. HMS quickly called me and had me send them my home inspection. Within 30 minutes Bobby called me back and denied my claim for lack of maintenance and existing issues. The tech did nothing more, couldn't clean it, couldn't add freon, nothing.

My daughter has TotalProtect in her condo and was happy with it. Because of her experience plus our displeasure with our previous home warranty company, we shifted to TotalProtect, and it’s very easy submitting a claim with them. I've done it online and through phone and it’s been very good speaking with their representative. The technicians have been great, very responsible, knowledgeable, and willing to answer my questions. The overall quality of work done has been very good. The only thing is that we have a recall made today with the company that did the pool service work. We’re having a problem with it and I called TotalProtect this morning, and they got on it right away. I’m now waiting for a call from the pool company to come back out on a recall. TotalProtect has done everything that I think they can do, and they’re right on it for me.

We got HMS Home Warranty at the time of closing through our realtor. Most of the time, I filed a claim by email. The call and email experience had been very good and so was the follow-up. The callback was right away too. We always used their recommended vendor and we'd been very satisfied with that. Sometimes, though, there was a little disconnect in the response time from the vendor. We've had both good and bad experiences with that. Sometimes it would be 24 hours, but there was one time wherein we had to wait three days for the vendor to show up. It was a water heater that broke and so we had cold water for three days.

We called HMS approximately 5 weeks ago to set up a claim for our a/c unit failing us. I called numerous times just to get a date of when the unit was to be fixed or replaced. The average wait time was over 40 minutes. The representative would say they would check on the progress and call me back. I was told this on 4 occasions. No one called back. Keep in mind the average outside temp was 90 degrees. After 3 weeks into the process they said my situation was in research. One representative of HMS said they was going to replace the whole system. That was wishful thinking.

A home warranty is the greatest thing. I have highly recommended HMS Home warranty to several people. If they don’t have it, it’s really a great deal because they pay the initial amount. If something goes wrong and it’s a major thing like air conditioning or heat, they pay the deductible, which is cheaper here in Las Vegas than it was in North Carolina. But even still for $75 deductible, I replace my air conditioning, that’s a pretty good deal. Submitting a claim is really pretty easy either online or over the phone. Doing it online is the simplest. When submitting a claim, I call HMS and tell them what I need to be done. Usually, they will either contact the service provider or I call them, but usually they cover that.

I heard from a gentleman at my church in 2006 about TotalProtect Home Warranty and became a part of it. I owned a home so have a lot of appliances and for the price, I didn't think it was a bad idea. I had a tough time with the air conditioner for a while, but I got that rectified this year. Now, I'm having a little bad experience with my refrigerator but I don't like to keep calling back because I have to pay the service charge every time I call. I wish they would replace it one day.

I acquired this warranty perhaps naively believing that it would provide security in my first time home ownership experience. I was soon proven to be horribly mistaken. I've utilized the warranty a number of times during the year, mainly during instances of appliance malfunction/degradation, as well as in one particularly protracted instance involving what turned into a hidden, leaking pipe. Every single claim took weeks to resolve, involved no follow-up communication from HMS, nothing less than a 10-15 wait time for routine information, and somehow was marked by repeated rounds of miscommunication by service employees. I would understand if perhaps HMS was functioning well and impacted by issues within their vendor network (after all, that would be difficult to control), however the vendors turned out to be the most proactively communicative side, and they were not contractually obligated to assist.

We received a TotalProtect Home Warranty solicitation in the mail about five years ago and liked the coverage they offered for the price and the things that would be covered at the house such as the air conditioning, heating and plumbing etc. in return for the monthly payment and a deductible if they have to come out to fix something. We’ve had good service ever since, so we’re happy with it. However, it takes a long time to get through to somebody when we call to file a claim but once we're through, they were prompt and professional. They listen and answer my questions then give me the name of the company, their phone number and the claim number. The servicemen that came out did a really good job. We only had one serviceman who came out that we really didn’t care for. But other than that, everybody else has done a really good job. So far, we’re very satisfied.

We've put a claim in for our water heater but it took a couple of weeks for HMS Home Warranty to find somebody to come and take care of it. Nobody wants to wait for 2 weeks when they don’t have hot water. The technician who came was great. There was a crack in the valve and our house started to smell like natural gas so we had to call him back and he fixed it a couple of days later. The service was great except for the wait time.

This company is horrible. I waited an hour to reach a customer service representative, and it took a 30 minute discussion to schedule an appointment to have my washing machine repaired. I had to wait two weeks for an appointment, and the technician never showed. When I notified Total Protect of the situation, they failed to take responsibility, and informed me that my appointment was on a day and time that I never would have scheduled due to work commitments. Now I have to wait another two weeks for an open appointment. Oh, and the customer service representative was sarcastic about my attempts to schedule the appointment around my work schedule.

I was minding my business cooking and all in a sudden my stove (electric) did poof! and began to burn. Never had a problem with the stove since I got it. Fire department came and said it was a shortage on the stove. I call total protect and I was denied coverage because according to them is a home owner insurance issue than my appliances protection with them. I still do not understand what homeowners insurance have to do with appliances coverage?

A man at work told me about TotalProtect about 10 years ago and I decided to stay with them after my first experience. I called them for repairs and told them what my problem had been and they were timely and took care of the repairs. I didn't have to wait a long time. They're very courteous. We haven't had to call anybody back to see what was done isn't working.

I thought that having a home warranty was a good idea and TotalProtect's deductible was reasonable. There's no risk like any insurance. When something happens, it's there and the problem's taken care of. Submitting a claim online only takes about a minute. I don't have to make any calls and I get a response really fast. They go in motion and before I know it, whatever I ask for is fixed. I've had two claims this year and the tech that came did a good job. He followed up and I was happy with his work. The work has been outstanding. It's complete and I'm satisfied. TotalProtect has been really prompt. When I use their warranty which isn't very often, it works and I can rely on it.

When we purchased this house we were also given 2 years of home warranty service through HMS Home Warranty. I have placed about 3 or 4 claims all for insufficient cooling and water leaking from the furnace. Each time they have come it's for the same reason but apparently a different cause. I have had to pay at least 400 dollars in deductibles. Finally the AC company that was servicing us finally said it was enough since he's been out so many times and put in a request to replace the unit. The outside condenser was badly rusted, and after spending 4 days in 84 degree house they decided to only replace the outside condenser.

It's been a manageable process submitting a claim with TotalProtect but the problem has been more of the contractors rather than the company itself. They contract with people who are somewhat ** and don't call back and don't respond. So after several days you have to call back to TotalProtect and say, ""Please give me another contractor, this person has not responded."" They don't seem to monitor their people or manage them. Another issue is the procedure. For example, if my AC failed last night, they are supposed to look at it today and then they have to call back TotalProtect to get the approval for repairs. So it's conceivable I'd be several days without air conditioning in 95 degrees and 78% humidity.

I have a home warranty from Total Protect (a Cross Country company). The 1st service provider couldn't fix my refrigerator door (won't close properly) - ordered part 3 times and got same part each time that didn't fit. 1st provider got Total to reassign with no additional fee to me. (Good so far!) NOW IT GETS INTERESTING: FREEMAN HEATING & AIR DUCT CLEANING scheduled an appointment with me for last Friday, July 1st between 1 and 5 PM. FREEMAN NEVER SHOWED UP! FREEMAN NEVER CALLED TO CANCEL AND/OR RESCHEDULE APPOINTMENT! FREEMAN NEVER CALLED ON TUESDAY, JULY 5th TO APOLOGIZE & RESCHEDULE - IN FACT, FREEMAN NEVER CALLED!

We were traveling out of state when I got a voicemail from a plumbing company about the work order they received for our house. Panicked, I called the plumbing company. They had received a fax from HMS stating that there was a gas leak in our hot water heater. Suspicious since we had had that exact problem six months ago, and it had already been fixed, I attempted to reach HMS to discuss. After four phone calls and being on hold over twenty minutes, I was unable to reach someone to assist us. I finally gave up and just asked a friend to go over to our house and confirm that there is no gas leak or plumbing emergency. Very very disappointed that HMS made this error and then was totally unavailable to help fix their mistake.

Given the age of the house, I thought it might be a good idea to get a home warranty in case the appliances were aged and needed to be replaced. I got TotalProtect Home Warranty and submitting a claim over the phone was pretty easy. The technicians have been very good and competent and I'm satisfied with the quality of work done. The only issue I've had is that the repair done required some dismantling of things that the coverage didn't put back. It only replaced the actual appliance but not any of the peripheral stuff around the outside which I've had to take care of that myself.

A realtor introduced HMS to us and they've been great. Everytime I called, their guys were courteous and answered my questions. If they didn't know the answer to it, they put me on hold and found out the answer for me which was good enough. Sometimes it was a little hard to get ahold of the contractors over the phone, but essentially they call me back or eventually pick up the phone. It was also easy to file the claim over the phone. The contractor that was sent was very nice, professional and did whatever work he needed done. My only complaint is that it took so long for the air conditioning to get completely fixed. They were deciding between repairing or replacing the whole unit to begin with and had to go through research that took a month. But the air conditioner is working very good right now.

It was an easy process when I made a claim to TotalProtect over the phone. Every company they sent has been great and so were the people. However, the last person that I needed was a plumber, but the TotalProtect guys that worked with me gave me a company that was not close at all. They were from Georgetown and it took them longer because they had to come a long way. The others have been fairly close vendors, though. Nonetheless, I've been happy with all the wonderful service. They did fine and the work was perfect.

TotalProtect is pretty good. I call because I don’t know how to do things but when I realized that it was a simple thing, I finally stopped paying $75 for something that took five minutes to do that I could’ve done or maybe asked my neighbor to do. But my question is why all of a sudden they went up $25 extra on the cost of the deductible when they saw I had a big claim. The deductible is now $100 so I decided not to take it anymore. They want me to pay money but they don’t want to put out money and then they turn around and want to go up with the deductible.

HMS service has been great. Their people are fantastic. Submitting a claim is very quick and easy. The rep knew her job proficiently and when I called them then, they came the next day. I was extremely pleased. It was the air conditioner and the tech did the job quickly. It was out of freon so he filled it up. He also checked the vents for the temperature before he left to make sure it was cooling off. I noticed the difference almost immediately and it's been working ever since.

Overall, I have had two very frustrating experience. While the review by others might be focused on the saving benefited from having the contract with the TotalProtect, it may be overlooking the frustrating wait time for when you call to make a claim or follow up on a claim, or how they delay your claim hoping that the problem might go away. Based on my experience, it usually takes about 45 minutes to 1 hr before I have a conversation with an operator, which is outsourced somewhere oversea.

We didn't know such a thing existed like TotalProtect Home Warranty until my daughter and her husband got it and had to get their furniture replaced. They told me about their experience. I checked into it and discussed it with my husband and we decided to get one ourselves. We've only used it once since we had it and everything went really well. It was real smooth and no issues.

HMS Home Warranty was one of the options that my realtor gave me. It was easy when I filed a claim online. I got a callback from the contractor within 20 minutes from submitting the claim. The technician installed a new part, but the next day it was doing the same thing that it had been doing, so I called him back. The technician fixed whatever was wrong and it was very good and quick. He understood what he was doing really well.

I placed my first claim with Total Protect and was so disappointed. My dishwasher broke approximately 3 weeks ago. I placed the claim online and waited... No email confirmation, no call.... I called on a Sunday to check on the status of my claim and I was told that the soonest a repair man could was 5 business days... they called to make an appointment, but the repair shop was not open.. I was told to call back on Monday.. After being on hold for 20 minutes. I called back on Monday.... Set up the appointment for Friday after being on hold for 35 minutes! I meet the repairman at my house.. He gets the beyond smelly water to drain from the dishwasher and then explains that I need a new motor, but that the dishwasher is over 25 years old and manufacturer does not exist anymore.... The repairman calls in to the claims department... After explaining that the dishwasher is at a minimum of 25 years old, the claims department decides to REPAIR it. I speak to claims department and explain that this is ludicrous!!! But there was no dissuading him! They have a part and it should be able to be sent to the repair shop in about two weeks... If I don't want the repair, I can take the repair credit and apply it to a new dishwasher... $187.00 would be the credit... I had to pay a deductible of $125.... essentially... $62.00. I appealed the decision (this took 3 more phone calls and long wait times), which was denied. I have asked multiple times for an explanation and have not been given one.... My last phone call, I asked for a supervisor.... BIG SURPRISE... no one was available.... and the promised call back in 24-48 still hasn't happened.. That was 6 days ago...

Terrible, worthless. We just bought a house and seller provided HMS insurance. On the first day of taking a bath (on the 2 floor) water leaked down from the kitchen ceiling. We placed our claim. Plumber came on 4th of July! We paid 100$ deductible. Despite explaining our problem, he filled the tub and caused even bigger leak from the ceiling and left. He stated that the tub overflow was not installed correctly. We have water dripping when we use master bath on another side of the house which has nothing to do with overflow in a hallway bath. It seems to me that we have a problem with a waste line on the 2nd floor (I am not a plumber but it is obvious).

TotalProtect was the previous homeowner's warranty and they paid for a year for it. I've been with them three months and so far, submitting a claim has been easy. The claims reps were polite and both technicians who have been here were great. The quality of their work seems to be great.

After TotalProtect sent me the information about their home warranty, my husband and I looked at it, and we thought it was a good deal and a good thing to have. It was fairly easy to submit a claim and I've been satisfied with their service so far. I've recommended them.

When we got this home, HMS was offered for the first year and we renewed it. Our minor claims have been good, but we had one that we weren’t very happy about at first. That was with our furnace. We heard from different people we know who have the same warranty company that a lot of times HMS would do anything to get out of replacing a furnace and we wound up paying for the furnace. I faxed tons of paperwork to HMS and they called me. It took two months to resolve and it was in the winter. The tech kept us going so we’d have heat in the house. But other than that, we’ve been happy with HMS.

When I bought my home, HMS was the home warranty referred to me and I've tried to keep their service since then. Submitting a claim is good although it would be better if it did not have so much automated messages. Once I talk to a rep, the claims process is easy. The rep was courteous and able to get the tech for me. At first, Haile of STM Services was very hard to get in contact with. After talking with HMS though, they were able able to encourage him to be more prompt with customers. He turned out to be very good after that. He found out and fixed the problem of my air conditioner after a second visit because he didn't fix it completely in the first. So far, it's cooling. I'm very pleased.

The hard thing about submitting a claim is not being able to find a contractor to do it. But when I do get a contractor, I usually have a good rapport with those guys and get along with them. Having TotalProtect is life-changing.

When we bought our home, the sellers paid for the HMS Warranty for the first year and then we just re-upped it. We had a good experience with them. We had a refrigerator go out in our first year owning the home and they were really nice to work with, and their price was reasonable so we decided to stay with them. Submitting claims is really easy. You can do it online or over the phone, and I've done both. Their website is really user-friendly, so it's really easy to submit a claim on. The customer service reps who help you over the phone are really easy to talk to, they walk you through the whole process, and help out with scheduling. In fact, HMS is one of the easiest companies I’ve had to work with when it comes to getting repairs done.

I first got the information about TotalProtect Home Warranty through Regions Bank, because they could set up a plan where they can take payments right from my bank account. But I told them not to do that. I've had very good experience with Total Protect and I was really pleased. I had problems with my air condition on a Saturday so I called TotalProtect and then they called me and gave my claim number and told me who was gonna contact me. They also gave me their number so I can contact them. TotalProtect also had to call the service company to give them my claim number and they came right out the very same day. They told me whether I have to pay or didn’t have to pay and everything.

We got a home warranty because we have an old house. Everything was up to date but we knew that things are gonna eventually start falling apart and we wanted to be prepared. The sales representative at TotalProtect was extremely nice. I had several questions, it was my first time, and she was there to answer everything and I knew everything I needed to know.

HMS Home Warranty's claims process is very easy. Everytime I start a claim, they come right away. They check out the situation and they try to fix it one way or another, or replace it if it's broken. They tell me who's coming out to the house and when they're coming out. They tell me what's wrong, if they have the part available, or if they have to go get the parts. Everybody's very good. I have no complaints.

My entire experience with TotalProtect has been fulfilling. I bought a home warranty because if my AC unit took a crap I wouldn't have $9000 so I figured it would be easier to pay the monthly premium and then 75 bucks if it does. I went with TotalProtect and never thought about going with anybody else because when I talked to them I was satisfied enough with the information they gave me.

My husband’s getting older and he didn’t want to fix so we got a home warranty from TotalProtect. The interactions that I had with their reps and technicians were nice. First we had an electrical problem and then a plumbing problem and then two with the air conditioner. The quality of work performed were all wonderful.

We got TotalProtect Home warranty because our property was on the older side so major appliances like an A/C could get costly. The A/C happened to go out 1 month later and the guy came out, looked at it and suggested the WHOLE unit needed to be replaced! A 5,000 dollar expense. We had an independent certified A/C guy come out and he was able to get the unit working for $200 dollars parts and labor together! We knew the unit was in good condition and we were right. It didn't stop there, we have a water leakage in the tub and another "so-called" professional came out and said the wall was not installed properly and was causing the leak and they would not fix it!! What does a wall installation from 20-25 years ago have anything to do with a pipe leakage all of a sudden? We have owned the property for 4 years now and never had this problem until now. These guys take your money and weasel out of any work or quote you a ridiculous amount to rake in the cash. A perfect scam. DO NOT GET THIS WARRANTY, YOU WILL PULL YOUR HAIR OUT! Completely unprofessional handling and treatment of customers who pay money for no service.

My husband and I recently purchased our first home. Unfortunately our AC went out during one of the hottest weeks of the summer thus far. We are covered by HMS Home Warranty company. We placed our claim and an AC repairman was out to look at the unit in two days. The repairman said we needed a new blower motor and control panel. He gave HMS the information the next day with the amount the parts would cost. The repairman recommended that we call HMS daily to "speed the process along", warning us that they would drag their feet and take up to a week to try and locate cheaper parts. This was not an option, the internal temp of our house was 97 degrees and our floors are in the middle of being refinished which has our floor repairman very concerned for warping.

Had (2) contractors cancel on me at the last minute because they said they DO NOT want to work with Total Protect Home Warranty. We were waiting all day, and one half hour past our appointment, we called the contracting company and they told us we will not work with Total Protect. I had called and cancelled early June, but then my credit card was billed my monthly rate. This is the 2nd time I have called and cancelled. They're "pitch line" is someone will call you back, to cancel. They never do. I have to file a complaint with my credit card company so they stop billing us. When you call, you'll get a RUDE ** girl every time, just an FYI.

I've had TotalProtect Home Warranty for about five years now. I got it to reduce the headache of when something goes wrong. The claims process is easy but the website is not effective because there are a lot of things that I can’t do as their website doesn’t cover all the things. For one, I have TotalProtect Gold which allows me to get service twice a year for my AC and heater system. But when I go to their website, I get a trouble ticket but the service is not for a trouble ticket. So although I prefer to use the web, I skip their website and go straight to them. I've had no problems with their reps and the process works that well.

I like TotalProtect and I've had them for a while. Submitting a claim was easy and if I have a problem, the people that I talk to work it out. They're very nice. There was a little problem with the technicians last time but the technicians kept coming back until they got it right. I think they did a good job. My air conditioner is cooling the house. It was very good, overall.

Worst customer service I've ever dealt with. Not helpful what so ever. Not to mention the two and a half weeks it took to settle my claim after many phone calls and the run around I got each time I called. When I closed my account they continued to take funds from my account without explaining the reason why. If you have a claim settled and its more than the balance of your yearly amount they want the balance paid before they let you off the hook. Good help you if you have a older house, you need to make sure you read the fine print other wise you will be coming out of your pocket for a lot more than you expect.

Our mortgage company offered TotalProtect and the home warranty company has always done well for us. Their claims reps were very easy to work with and my wife was happy with their technicians.

I received my paperwork saying I had full coverage and my fridge started to not work. I figured I would call before it completely stopped working. The 1st person they sent out had 1 star reviews online and told me that I had a bad compressor and that they would let warranty company know. After following up every day for 3 days they submitted a incomplete report and because no one wants to work on compressors they said I had a bad fridge lining which is why my fridge wasn't getting cold. Complete lie!!! I had to wait 5 more days and they wanted to send out a second opinion (each time me having to take off work). They guy couldn't figure out what was wrong and after charging me $100 said he would list the motherboard, compressor and control panel as they all didn't work. Warranty company denied claim as the cost became expensive as total amounted to $1100 or so. They tried to say it was a pre-existing condition however technician said that these items fail all the time and give no warning. Again! BUYER BEWARE! They have over 2000 negative reviews on the BBB.

People from HMS Home Warranty are really good. They explain their job and have good quality of work. I am comfortable having them in my home. I wish I could talk to somebody easier when submitting a claim because it puts you through numerous prompts and you have to press that you don’t even want in order to talk to their representative.

I felt that TotalProtect were a good company so I thought to try them. My wife submitted the claim online which was easy and we liked that. The technician that came was very helpful and friendly and he explained everything that he did from the time he started to the time he left. I didn't have any question about anything. He also called before he came to let me know he was on his way. I'm very happy with the service they provided.

We had some big issues and unexpected expenses come up before. I was talking with my family about it and my dad told me that home warranties exist and so I started looking into them. I've been using TotalProtect for two years now and I’m very happy with the service. It’s been really helpful. Claim submission has been super easy. The biggest thing I like about it is the help in finding people who can do the work and then it also saves me a lot of money.

I’m a mortgage loan officer so I know in the real estate business to always purchase a home warranty when you could and that got me in contact with HMS Home Warranty. Everything’s been great with them and I’m renewing my policy. I only had one claim so far and it went fine. I was very satisfied.

For the most part, submitting a claim is pretty good. The only thing I don't like now is I have to call the contractor that came out. TotalProtect used to do it, but now I gotta do it. It used to be a three-way phone call so they could ask me what day is open. And sometimes you get a problem on a weekend and they're not open, so you gotta wait all the way until Monday. But overall, I have pretty good service.

I had HMS Home Warranty at our previous home. Submitting a claim was real quick and easy. Everybody was really friendly. The technician was nice. The work done was perfect.

Submitting a claim with HMS Home Warranty is really easy. The website is really easy to use and navigate. We already had one claim completed and did a second claim recently where the appointment’s been made for the people to come out. The people who came out for the first claim were great and very courteous. They took care of everything they needed to and explained what they did and it was a good experience. I have their business card now so if I have something down the road that was not covered or just needed them for something else, I would use them again. My experience went very well and I’m glad HMS was included in our home purchase a couple of months or so ago. If I sold, I would look into putting HMS on the house and would definitely recommend them as well.

My mortgage company recommended TotalProtect. IT's very simple to submit a claim but sometimes I have questions and it's hard to get through to actually talk to a real person because there's no such option since it's all automated. Most of their technicians have been very professional but there were a few that I've had issues with. One of them tried to screw me over when it came to a part that wasn’t covered but it only cost me five extra dollars, so I didn’t raise too much of a stink.

DISGUSTED AND DISAPPOINTED. I had Total Protect (TP) for over 7 years and they only made a couple repairs. One was to a washer and one was for the AC. Not expensive repairs for either. When my dishwasher started leaking they had a handyman service from 50 miles away come. He tightened up a screw underneath. Said that was the problem. I paid him my deductible of $125.00 and he left. It was still leaking so I called TP again. Well, they told me it was a structural problem and this was not covered. I asked what kind of structural problem and they would not say. After many phone calls I finally had a customer service rep tell me there were hairline cracks in my waterline. It seemed like no one there knew what the problem was and would only say structural which I guess this was their way of not paying. I CANCELLED. When the installer came to remove the old dishwasher and install my new, he said there were no hairline fractures in my waterlines. He did not know what was causing the leak but it was not the waterlines. After all the years of paying this company, I could not believe that they did this to me. Evidently, they can say the problem is structural and avoid paying certain claims. Good way out for them. I guess you can consider many, many things "structural." Never again will I pay another home warranty company. Better to save my money and make my own repairs and/or purchases.

The last thing that we had HMS take care of was our clothes washer and we've been pleased with the people that they had come in and fix up. Before that was our refrigerator and both were fixed efficiently. The online process is awesome for after business hours. It was nice to just log in to their website, request service and receive a call just 2 hours after. The guy that came was polite, clean, efficient and explained everything really well. We've been very satisfied.

TotalProtect Home Warranty's claim process is easy. However, I had a problem last time with a claim about my stove because all of a sudden they won't pay for something that was paid for before. They’re telling me now there's a small clause in the policy that they don't pay for the locks on self-cleaning ovens. I'm trying to figure out who buys an oven that's not self-cleaning nowadays. They didn't resolve it so I had to pay for it. The girl who was on the phone put a bitter taste in my mouth. If that was my first time dealing with TotalProtect, I'd probably cancel my service. Since I've never had any problems before, I'm just going to overlook it. The technicians that came to service my appliances were wonderful. I haven't had any problems with the technicians, regardless which company they've been. The quality of their work was wonderful. If I can go straight to them and cut the middleman out, I sure would. I'm happy with the experience.

Look elsewhere. This used to be a fantastic company. I'm not sure what happened to make it go downhill, but it did.

My AC went on May 10, 2016 so I call TotalProtect Home Warranty and they did send a technician that never sent it in the paperwork so they sent another technician who messed more things up than just check out the problem. They did fix the problem, but then the technicians broke another part while installing the unit and they claim they are not sending anyone to fix it, that we are to contact the company who installed and they say they are fixing it either. It's been a nightmare with this company. To this day it is still not fixed. They use companies that are out to make money off the consumer because the warranty companies only pay them about $250.00 to fix the problems that consumers might have. They will write up tickets that they say will require permits and never show the permits or outdate wiring or some sort of other problems so PLEASE beware. It's all a RIPOFF!!!

Our experience with TotalProtect has been great. We submit a claim and then we’d get a callback or an email saying they’re going to send somebody out. They’d come out, look at what we have and say what they have to do. All of the process is pretty quick. We had a situation with either the washer or the dryer and found out that it had a sensor on it that wasn’t working. We ended up having that replaced which was done very quickly. Then we had a problem with our heating system and the guy came out, looked at it, and had to resize. Everybody that was sent out has been really pleasant. From what we had to pay, my husband felt that it was reasonable and everything is running smoothly.

I read a brochure on TotalProtect Home Warranty and I decided to give it a try. I only used it one time and it was good. Filing a claim was extremely easy. Their rep gave me the claim number and told me who to call and give it to in order to get my service. The technician was a very friendly and efficient guy. He explained what he had to do. Everything’s been fine since his repair.

HMS Home Warranty's claim process was super easy, very efficient and fast. Their reps have been very helpful and efficient and I'm definitely recommending the warranty to others because of how quick the process is. Their technicians have been very respectful and a few times they’d send emails and follow up and then they’d talk directly with the actual providers because one of my situations was unique. We needed to replace the old situation because it was related to a water softener that’s out in the country. I'm super busy and I'm gone most of the time, so to have them talk directly is really helpful.

We got HMS Home Warranty with the house that we purchased. Submitting a claim was fine and the technicians who came out were respectful and explained what they were doing. Their quality of work was good and adequate.

HMS Home Warranty came with the house I bought in November. I had a hot water tank replaced but it was not a pleasant experience. The first contractor that they sent out was an unscrupulous service provider. When my dishwasher went out, they came and fixed it. HMS did great on both the hot water tank and the dishwasher. They have been fine through the whole process.

I like that TotalProtect has so many things covered. Submitting a claim was also super easy. The claims rep was great and everybody was polite. They give you the number and somebody contacts you immediately, so it's fast service. The technician, however, was a little different as he rescheduled multiple times. There was one day where I was basically held hostage for eight hours as he was gonna be there, but he didn't show up. I was frustrated for a while until the thing was finished. I almost called them back and asked for a different person, but he did a fabulous job.

We renewed our home warranty with HMS thinking that what if something major went wrong, like the AC going out, it would be covered. Our AC coil had a leak so it needs to be replace, but the warranty company is saying they will only cover a portion of the AC repair, so our out of pocket would be $900. Our deductible is $100, which we have paid already from the first time the AC repair company came out and didn't fix the problem, a month ago. We kept the home warranty so we wouldn't have to pay a bunch of money out of pocket. Guess that was a huge mistake!!!

We've been in our house for quite a few years and the appliances were getting old, so getting a home warranty sounded like a good idea. We've been with TotalProtect for years now and have very good luck with them. We're really pleased because they've done exactly what they said they would do. There were some things I was not aware of that they wouldn't do that were in the book they stated, but I hadn't read the book thoroughly, so I really can't complain about them. It's been very satisfactory.

I am a Real Estate Professional in the area. Our representative is Bill **. This company is absolutely not worth the investment of buying a home warranty. Do not use HMS. I have a buyer who had a pipe break in the wall which damaged the wall and flooring. HMS covered the $40 pipe, and would not fix the walls and flooring area. Bill ** told me "Too Bad" when I called to speak with him. He was absolutely rude during the phone call and said he refuses to help and "Good Luck" with your problem.

I used to have another home warranty company and wasn't satisfied with them. I was with my daughter talking one day and she recommended me to HMS. I have a great experience all the way through with the service and the time and I'm very satisfied with HMS.

I had American Home Shield before and they were horrible, so I was looking for another company. When I went on the internet, TotalProtect popped up and I've had great service from them. The prices are competitive so I've stuck with them ever since. I can submit a claim online and it's easy. They call, confirm and the service people come out. I pay a little deductible and that's it. The technician was extremely helpful and did it right the first time. What they say they do, they do. If they say they're going to cover our plumbing, it's covered. If they say there's a $50 deductible, it's $50 and there's nothing hidden. They're reliable and I've heard that if you should happen to run into a problem, they'll get it resolved.

Submitting a claim with HMS was pretty user-friendly. In fact, in the last several months, we've unfortunately had to use the warranty. Still, we're fairly pleased this year with the service. It works pretty quick. It was pretty efficient with the claims reps. You call and they get you a number to a local person, and then off you go so it's been relatively painless. For the most part, it was great with the technicians and we're very pleased with them overall. But we had an issue with the dishwasher. The replacement wasn't the same as what was in there, but was only about half the quality of the dishwasher we had. However, the replacement works. It took a while to get it. We were for about a month and a half washing dishes by hands. We did end up paying a deductible or two along the way there.

We thought that rather than the big payout at one time, it might be a little bit more feasible to use a home warranty. We’ve used TotalProtect a couple of times and we’re well satisfied with everything except for the gentleman that was out here for our most recent claim. We live in a rural area, and his machine was unable to print us a receipt. He didn’t feel like going out of his way and going up the road to drive to the top of one of the hills so his machine would work. He left taking the money and without leaving us a receipt. I had to call and talk to the people two or three times to finally get the receipt and everything that I needed. Otherwise, the man's work was fine. We’re not going to quit using TotalProtect because they have plenty of technicians and seem to be reasonably priced. They’re timely, punctual, polite and they've done good work.

I've been with Total Protect Home Warranty for many years because their premium is affordable. I like that I can file a claim 24 hours a day. Dealing with the claims representative is usually quite efficient with no problem communicating the issues and I'm pleased with the job done by the technicians.

I had two claims with HMS, one for a sump pump and one for the air conditioner. Both were scheduled fine and they took care of what was needed. Generally, it worked well.

The TotalProtect reps and the technicians that they've sent were excellent. No problems sending in a claim. Also, the pool people that showed up were very professional.

I got HMS Home Warranty as a result of buying a condo. It was part of my settlement from the settlement company. It was easy to submit a claim with them when I had a plumbing issue, and the plumber did a great job. It took a couple of days to get him down here, but it was not unexpected and it wasn't an emergency plumbing so it could wait two days.

We bought our house 10 years ago and we thought it was a good idea to acquire a home warranty. It sounded like a great thing to do at the time. So we looked at a few different providers and liked what TotalProtect had to offer. Their claims process is extremely easy. All I need to do was to call the 1-800 number, then put the number that corresponds with the house and my plan. Afterwards, I'm given to an operator who listens to the problems and immediately gives me somebody in my area who will take care of it. Most of everything is taken cared of within one day.

HMS Home Warranty was already on the house when I bought it and I've renewed. Submitting a claim to them has been all right although I like a little bit better before when I had to get a hold of everybody, but I understand the back and forth can be a headache. The technicians have been fine, were professional, and answered my questions. The quality of work has been perfect so far.

We're very satisfied with TotalProtect which our mortgage company had mentioned to us. Submitting a claim is easy. Some of their claims reps are courteous. The technician who came was good and the work he did was well done.

They are finding excuses to deny claims. I've had a plumbing issue where the waste pipe broke under a toilet. Even though pipe breakage is covered, they denied it saying that was caused by improper tile repair. What? I never had any tile, and moreover the plumber's report did not mention this at all. Next my two AC units stopped working. HVAC contractor said the coils were leaking on both units and needed to be replaced. TotalProtect says North Carolina code requires that the coil must be replaced together with the condenser, and because this is a code requirement, TotalProtect will not cover the condensers, only the coils (becasue there's an exclusion in the contract for modifications due to code requirements). That is a lie. The condenser should/must be replaced because mismatched coil and condenser will not work well together and may void manufacturer's warranty. The North Carolina code has no such requirement. Therefore, TotalProtect must either cover the condensers, or not replace them. They want to replace them at my expense.

TotalProtect Home Warranty had a $75 deductible, and if need so, they will replace whatever goes wrong with my appliances and things. I've had some good and some bad experiences with them. The bad one was last year when they had to put a compressor in my air conditioner and the air compressor went to the wrong place somewhere and they couldn’t find it. We were without air for 21 days and it was a 100-degree weather at that time. I kept calling their reps back but nobody could give me an answer on when I was going to get my air conditioner fixed.

HMS Home Warranty was part of the sales contract when I purchased my home. It was easy filing a claim to them and their reps have been good. The contractors were really experienced and knowledgeable about the appliance they worked on. They made suggestions for the future too. I've been pleased with their work so far.

We typically submit claims to TotalProtect online and it's very easy. Their representatives were courteous and there was only one incident where I wasn't able to get my questions answered. This happened when I had the water heater replaced. Eventually, I got to a supervisor and that supervisor was able to answer my questions and resolve the issue. All the technicians they sent have been great and always do good work. We even use one of them to come out for annual inspections and furnace and cooling.

HMS Home Warranty has been excellent, efficient, and nice in their service when you call them to submit a claim. We had a problem with the wires, and they came out the next day and took care of it. We also had a problem with the garage door opener. They came out, but the problem turned out to be more than just the opener, and we had to have the whole door replaced. The tech that HMS Home Warranty sent was capable of doing that, so we went ahead with them because they were competitive with the other bids, and they did the work. The garage door is in and working, and we're very happy. We renewed with HMS Home Warranty for another year.

It's easy submitting a claim with TotalProtect. The last one was for the air conditioner and the tech did fine and the unit is still working.