When it comes to home repairs, thousands of homeowners rely on Cross Country Home Services whenever their appliances or systems breakdown. From air conditioners, washers and dryers to dishwashers, refrigerators and ovens, Cross Country Home Services will take care of the problem you are facing. With a variety of plans available, CCHS allows you to select the coverage that best fits your needs. Contact us today to learn more about our services and plans available!
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I've had Cross Country Home Services for a very long time since I bought my home and my experience with them has been great. Compared to my previous home warranty provider, they've been fabulous to me. I used 2-10 before them. One of the reasons why I chose Cross Country versus 2-10 was that they covered my appliances and that's huge for me. So, I dropped 2-10 and went with them. When I had issues, Cross Country resolved them. They're easy to deal with.
The coverage plan that I currently have works for me and I like it. I usually go online to submit my claims if I can do so and I've done that from time to time. But for the two different issues that I had going on, I didn't have all the options that I needed, so then I had to call. Appointments were scheduled for me. Most recently, I was having a plumbing issue and the plumber came out. He was here to fix the second issue. I contacted Customer Service and he came back out the next day, and they made sure I wasn't double-billed. I love that I got a text message to make sure that everything has been resolved.
Catherine, It is our pleasure to give great customer service and offer stress-free repairs. Thank you for taking the time to share your claim experience with us. - Austin
We purchased our home a year ago. We were on the fence about buying the home because the heating system looked old. The home inspector assured us it was fine and disclosed in report it was in good working order. The seller agent offered us a home warranty through Long and Foster. I have come to learn that Cross Country Home Services is the parent company and Kevin C. Clark is the CEO. Apparently he is a slimeball. Our heating system took a crap on us. We spent at least $3000 on heating oil this season. The furnace is no longer operating efficiently or properly. We had proper maintenance done on the system. We've had no unauthorized repairs done. Home inspection came back that it was in good working order.
So now, claim is denied. After the first 3 boxes were checked off for their denial reasons, now they are saying the unit was improperly installed. According to their technician, there were wire splices and it was not installed properly. He also misdiagnosed the issue. The full system must be replaced according to 3 second opinions. Their technician said it was a bad circulator. That doesn't explain the amount of oil it burns through.
My question and my challenge here is how are we to agree to home warranty terms when the terms are not presented until after the home is purchased? The home warranty put us at ease to buy the home. But too bad for us that a lazy technician thinks a job would be too hard and lies to avoid doing the work. Too bad for us that a home warranty service sits back and collects money only to laugh in your face because something went wrong and they refuse to fix it.
I will be seeing this company, their technicians, the realtor, the previous homeowner, and anyone else that can be named as a defendant in court. This company is scamming people, taking money and failing to provide service, refusing even, and justifying it with lies. I tell them I had maintenance done, then they retort with there was no maintenance done. I got them to backpedal so far that they created a new issue as their reasons for denial. We didn't even know the claim was denied until weeks later when we decided to call and check on it. They said an email was sent, which we never found. They were hoping we would forget. Well, we haven't. We will be getting our furnace replaced and this company will be paying for it.
Richard, I’m sorry to hear that your warranty experience was not what you expected. In some instances, there could be more than one reason a claim is not covered. The warranty addresses items which were properly installed in the home, and in proper working order at the time the warranty went into effect. I have located your account and my team will complete a thorough review of your claim to ensure you received the full benefit your warranty provides. – Angela
Just like car insurance I purchased this home Warranty just in case. But unlike car insurance when a problem arose my claim was not handled. I have had a leaky shower for over a year. Cross Country keep assigning service providers that don’t even want to come out to look at my problem. And when one did come out every two weeks I’m calling them to see when they would fix my problem. They replied to me that they are waiting for Warranty company. When you call to speak to a supervisor you're told you’ll get a callback and it never happens. Very disappointed in service. This is not what I anticipated. I purchased this warranty for an emergency if needed. And they did not deliver.
K Perkins, Thank you for bringing this to our attention. This is certainly not the level of service we aim to provide and my team would like to help provide a resolution. Please respond back with your full property address and a member from my team will review your claim and reach out as soon as we can. Thank you - Austin
We've been with Cross Country for seven years now. Four times a year, we put in a request for inspection. We do the AC, electric, appliances, water heater, and plumbing. Recently, we had to have an ice maker replaced since it was already 20 years old and the ice was clumping together. There was a little back and forth with Cross Country, and finally, we put it off for a while 'cause we had limited time to get it done. And that was when we had to go out on our own and find someone because Cross Country couldn't assign us anyone. We got somebody locally who did the job and filled out all the proper paperwork. He inspected it, took it apart, and discovered that it was defective. We paid him and submitted the claim to Cross Country, and they reimbursed us minus the deductible. It was all handled perfectly. Overall, we've been very happy and would still recommend them.
Carol, Thanks so much for sharing your experience with us. We strive to provide an effortless claim experience for our customers and it’s great to know that overall, you were pleased with our service. - Austin
My microwave handle came off, the pad that operates the microwave you have push it twice to work, was told that could cause the microwave to short out and stop working and the vent above the microwave has came off. These are plastic parts, when it was called in, I was told by the department that approves for it to be fix, that those parts don’t keep the microwave from working. I made my payment for coming out, called back to the warranty company was told that a Supervisor will be getting back with me. So now am here with a microwave that may be a danger to use and paying for a warranty that the company will not honor. Lacy
Kim, I’m sorry it’s taking longer than expected to get your dishwasher repaired. I have located your account and will provide feedback about the delays you have experienced on your claim. We will follow up with you after your appointment to ensure the work is completed. – Thanks Austin
I just would like for someone to call me back. I have been waiting for 2 weeks now. I have tried several times to call but hung up after 20 minutes of waiting. I finally got through today and was given a wrong number to call.
Lee, I can tell this experience has been extremely frustrating and we want to help. Our team will investigate your claim and follow up with you personally. - Austin
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I called Monday early morning to say I had a leak behind the toilet in my small bath off my bedroom. A plumber came and called in my claim. Because he mentioned the word rust my claim was denied. It would have been about $550. The plumber said it was reasonable to have a little rust since this was a water leak. No one comes out to check on these supposed protected appliances. I was simply told they would not honor the claim. The plumber will repair it out of my pocket. This is not right. When I was sold the plan - I'm 71 - I was told this would give me peace of mind. I have been so angry since Monday morning. The people I talk to on the phone are very difficult to understand so I have to ask them yes or no questions. I was told they would get back to me in 48 hours. And yet the leak is there and the plumber just lives up the street from me.
Kathleen, I appreciate your feedback and I’m sorry to hear that your claim experience was not what you expected. As with all warranties, coverage is detailed in the Agreement and there are items and conditions which may not be covered by your warranty. In this the failing item was a component that was not addressed by your policy. Since it was not failing, the toilet did not qualify for coverage. This information can be found in the terms and conditions of your warranty booklet that was mailed to you upon enrollment. We regret any confusion or misunderstanding which occurred. Respectfully, Austin
I have had claims to Cross Country in the past. The first one was for a water heater and the claim went pretty well. Then, I had a second one for a washing machine and they took a long time getting it to me. The washing machine they sent wouldn't fit the base I already had, so I have to do without a base. It's a lot noisier though than the washing machine I had. Also, when my furnace was acting up, I called Cross Country and they sent a repair crew over. The crew looked and said that the furnace needed a new heat exchanger. I was advised not to run it at all because it could blow out carbon monoxide in the house. It had been weeks and I still have not gotten a furnace.
I called the independent contractor to follow up and they told me it would be the following Monday but it was that Monday a week ago. They were shopping around for a replacement furnace. They also said that there was nothing they can do until Cross Country says okay and sends them the furnace. The contractors who were fixing my furnace has been great and really helpful. But Cross Country is frustrating. They'll tell me what it seems I wanna hear, but nothing happens. I understand that things happen that causes delays but I'm sitting here without a furnace wondering what's going on. They can keep me informed of what is going on at the very least.
Paul, Thank you for taking the time to share your experience. It sounds like we did not meet your expectations. We've located your account and will review your claim. A member of our team will contact you once the investigation is complete to address your concerns. - Angela
The staff taking the initial claims are efficient enough and send the technician who is also friendly and determines the needed fix, takes the $75 visit fee, says we will be called back with next steps. They NEVER called when they said they would. Our subsequent calls to them lasted from 30 mins. to an hour each, ended with "the supervisor will call you back" and didn't. Now a check is on the way, in "7-10 days". We are going on 3 weeks without refrigeration living out of coolers, buying ice, shame on Cross Country and their scam artists. Spread the word, check Consumer Reports before purchases.
Susan, We are sorry to hear of the problems you experienced obtaining your reimbursement. My team will follow up with you personally to ensure your claim is resolved as quickly as possible from this point. - Angela
They are refusing to replace our Samsung refrigerator because they say the problem is not covered. This after multiple attempts to fix the problem (water and ice under the deli drawer) and changing several parts. I guess the problem was covered until they were going to have to replace the refrigerator. Never again will we use them. Customer service is horrible.
Darrell, We would never deny coverage on a claim in order to avoid replacing a covered item. My team will be happy to review your claim to ensure you received the full benefit your warranty provides. I have located your account and we will give you a call as soon once our review is complete. Thanks, Angela
My wife did some research and she decided that we go with Cross Country. She files the papers electronically and she goes mostly over the phone when she submits a claim. Our interactions with the representatives have been very good and having Cross Country has been valuable. It’s a good setup and they accomplished what we wished.
Ronald, Thank you for choosing us, we are happy that we have met your expectations, and have provided you with prompt and helpful service. Sincerely, Christine
I’ve had Cross Country for nearly 5 years and have been totally disappointed by their business practices. Their purchasing process is cumbersome, convoluted and detrimental to the customer. The words fast and expeditious are not in their vocabulary. If I could give less than a one star review I would. My problem started in Jan ‘17. My electric tankless hot water heater went out. After numerous calls a tech was finally sent out. The tech talks with the manufacturer try to resolve the problem and was unable to do so. Cross Country was told by the manufacturer that replacing the the motherboard “might” fix it but “probably would not” ms that the unit would most likely need to be replaced. Instead of just replacing the unit and suggested CC insisted on ordering a motherboard.
Of course this did not fix the problem and the unit had to be replaced. It then had to go to “research” to find a new unit. With all their delaying tactics I spent nearly 8 weeks without hot water. Fast forward to Feb 6, 2018. Once again my hot water heater went out. Same story over again. They stalled. Finally managing to replace it after leaving me without hot water for nearly a month. I asked at that time that they replace it with a different brand that wouldn’t continue to have problems, of course they wouldn’t do that.
Here we are exactly 13 months since my water heater was replaced and it has stopped working AGAIN. The provider they sent out this morning DOESN’T work on electric tankless hot water heaters. I was very specific when I placed my claim in making sure the representative knew what kind of hot water heater I have since not everyone works on them. When I called for a new provider I was told it could be as long as 72 hours before a new provider could be assigned. Their mistake and they wanted me to wait as long as 3 days for a new provider. I don’t think so. I kept calling until I found someone who would find a new provider for me today. My question now is how long will I be without hot water this time while they play with my health just to save their bottom line.
Alicia, I’m sorry to hear about the number of problems you’ve had with your tankless water heater. My team will review your claim and give you a call personally to assist you in expediting a resolution. Thanks, Amanda
I have Cross Country's initial package that covers the major things. I'm satisfied with my coverage and I have no complaints about how the pay structure is set up. I'd recommend Cross Country. Their customer service was excellent and I liked their speediness. Filing a claim was easy too and they handled the situation very quickly.
Christopher, Thank you much for sharing your claim experience with us. We strive to provide a fast and efficient claim process for our customers and it’s great to know that you were pleased with the service we provided. - Angela
Submitting a claim to Cross Country Home Services is easy. The problem is that it always takes time for the techs to get here and by then, the situation has changed so it's hard if something is wrong. We had a bigger problem with our furnace but unfortunately, it worked perfectly when the techs were here. It had been out for days though and it had real problems with it. We had to go out and buy a space heater. I also had to run the fireplace all night for a couple of nights. In fact, this is the third time we've called on the warranty for the furnace. But each time the contractor was here, the furnace wouldn’t do what the problem is. It's frustrating because it has to be broken while they are here.
Calling in was frustrating too. The water heater is leaking and Cross Country put us with a company three hours away. I've followed up and talked to them for four times but they never came to look at the hot water heater. I had to call back to get Cross Country to assign another company. That company has done fine though. They were here today and got that squared away. The water heater would be replaced.
Michael, We appreciate you providing us this feedback, and are sorry to hear that you were frustrated with some of our processes. If you need assistance with your claim, please respond with the best time to reach you and a member of my team will contact you directly. Sincerely, Amanda
First of all my heater has not been working since 1/24/19 and I called for a repair service. The first appointment was scheduled to me for 1/29/19. The tech came out and stated he could not fix the problem because it is an old unit that he could not locate the serial and model number. Not to say the issue was not but I was still told to pay for the $100 deductible. The company assigned another tech to out and diagnosed the issue. The problem still was not fix because the warranty company did not want to use the part from the service provider, Snow Frosty Heating and Air. Because the home warranty was trying to save their costs and was ordering parts from their supplier. This has delayed and made me waiting for another week. On top of that, when the part was arrived, the service provider installed and told me that it was a defective.
When I called in to the Customer Service to check on the status for delivery. I was told that the part cannot be shipped out until the original and defective was sent back. At the time it was freezing and snowing out here. What kind of poor service was that when I asked them if they can expedite it by approving the the service provider to use the service provider's parts. They insisted that they could not. Not sure if they realized if my family or I was freezed to death house. It is a greater liability there than it is to a concern of cost savings. In addition, the agents were not telling the truth.
Here are agents name that I have been spoken with since day one I called in, Christina, Linda, Sara, Charlotte, Gerald and the manager, Tirana. I was told different kind of stories by the different agents every call I made. On 02/22/19 Kimberly, another the supervisor or manager promised to call me back with the update on the delivery of the part and as of today 02/26/19 I still have not heard back from anyone. When my service contract is up, I will cancel it. I would not recommend to anyone...
Tif, We truly apologize for the inconvenience you experienced. We appreciate you taking the time to share your concerns and value your opinion. I have located your account and will complete a thorough review of your heating claim and my team will follow up with you personally to address your concerns. – Angela
I had Residential MD from my previous residence and I transferred it over once I bought this residence. I've been their customer close to 10 years and I submit claims to them over the phone. The representatives I speak with are fine, and the interactions I've had with their contractors have mainly been the ones for the HVAC and the heater. I got those checked regularly. Residential MD's automated phone system needs a little improvement. They need to review the menu options as some of them are not intuitive. But, other than that, Residential MD is an added assurance for our home appliances and plumbing. It also gives us peace of mind.
Ameen, Our goal is to provide homeowners like you with reliable service and we are happy to hear we delivered. Thanks! - Austin
I called Cross Country Home Services up to submit a claim for my furnace and the reps were very polite and efficient. The tech came out here. He was extremely polite, pleasant and courteous. He was also very good at finding out what was wrong and fixing the furnace right away and fixing it right. The quality of service that Cross Country provides is very consistent. They've always had really good people every time they've gotten me a contractor.
Samuel, Thanks so much for sharing your experience with us. We strive to provide an effortless claim experience for our customers and we’re thrilled to hear you were pleased with the service we provided and the professional service companies that service your claims. – Austin
Unfortunately my experience seems to fall under the category "If it seems too good to be true it probably is". I am concerned that this home warranty may be highly exaggerated and since Cross Country on behalf of Sears has all the power they can easily deny a claim. I have had a Sears Home Warranty since August 2016. I have used the service several times with reasonably good results, however I have an issue with a HVAC unit and they have denied coverage. I have contacted their Support Services Department and I am waiting for someone to review the facts with me and I am hoping for a different outcome.
Mary - I am sorry to hear your claim experience is not what you expected it to be. As with any home warranty, coverage is very detailed in the agreement and there are some items and conditions that may not be covered. I will be glad to review your claim to ensure you are receiving the full benefit of your warranty agreement, and follow up with you directly to further address your concerns. Sincerely, Angela
We have been with Sears Home Services for almost 10 years and recently I think Cross Country Home Services took over it from Sears and unfortunately we are one of the customers who landed with Cross Country Home Services. First of all, their customer service over the phone is soo horrible, they always talk over us. They talk like robots repeating the same lines over and over... Shows very inexperienced. Anyways, I opened a claim with them regarding a very minor issue with my gas cook top- two of the burners were not igniting automatically, I have to use a lighter to turn them on. They randomly assigned some not qualified, inexperienced, non-English speaking appliance repair company to fix my cook top. And these guys customer service was worst than the Cross Country Home Services customer service.
Two guys come in with big tools boxes as if they are handling some big machinery, try to shake my cook top very aggressively and mess my cook top completely. The guys finally left telling me not to use just one burner because they will come back with more parts. And guess what? When I started cooking within 2 hours the whole cook top blasted and gas/smoke was everywhere... It would have been a major accident because he broke some gas pipes and did not inform or maybe he does not even have any knowledge about it.
Now I insisted with Cross Country Home Services to send only Sears Technician to fix my cook top. When the Sears technician came...he was shocked to find out the pipes were broken and that the technician from other company let me cook in that condition. Now that Cross Country Home Services came to know that first company broke the cook top they are telling me that I have to work ONLY with them to fix... Can you believe that!!!
Cross Country Home Services does not want to take any responsibility for sending the bad technicians to our home and putting our lives and home in danger and additionally they are telling us we have work with only those technicians...those people who are clueless. I'm still waiting to hear back from Cross Country Home Services SUPERVISOR (who was supposed to call me with 24-48 hours and it's more than that now).
And added to that I'm not able to cook for the one week because of the mess Cross Country Home Services has created by sending some unqualified technicians to my home... More expenses eating from out now. I'm even planning to file a law-suit against CROSS COUNTRY HOME SERVICES now for being so reckless and sending reckless technicians to our home!!! I strongly recommend not going with Cross Country Home Services who are SO IRRESPONSIBLE AND WORST CUSTOMER SERVICE.
Lucy, This is definitely not the level of service we expect from our providers, and we’re sorry to hear that this was your experience. If you need further assistance with your cooktop claim, please respond to this message with your full property address so we can access your account to contact you directly. Thank you, Austin
One of my former mortgages said signing up with Cross Country was an option I could do and I had been satisfied so after I refinanced and had a different mortgage, I went back to Cross Country. The reps were very nice and helpful. In fact, they made it easy to set up what I needed. I’ve not had any problems with submitting claims either. I do it online and they send me a notice of who is going to be coming to my house. Then either I contact the company or sometimes they contact me first.
The contractors have been very good as well. When I had my air conditioning replaced and the contractor created a problem, they fixed it at no cost to me. The only thing that I was a little uncomfortable with was that I wasn’t given an opportunity to have any input on the air conditioning system. It's not as efficient as the one that I would have liked to have and I would have been willing to spend a little more to get it. But except that one thing, almost everything with Cross Country has been positive. For the most recent claim that I had for my disposal, the contractor was out here pretty quickly. It was just a couple of days.
Carolyn, Thanks for sharing your warranty experience! I'm glad to hear that you’ve experienced the benefit your home warranty provides. – Christine
I’ve been using Cross Country Home Services for about five years now and it has been very good. I’ve had a couple of major problems which they fixed promptly and efficiently. In an emergency though, for example, if my furnace were to go out and it was 0 degrees outside, I couldn’t deal with any contractor except the ones that they recommend. Usually, it takes about a day to get that sorted out from the time I make the claim to an actual service provider showing up. Whereas if I could just pick up the phone and call a furnace company, they would come the same day or within a couple of hours, even if it was that cold out. The delay concerns me because my house would be frozen up by the time a contractor got here. But other than that, when I do get service from Cross Country, it has been excellent and I’m satisfied. They’ve done what they said they would do.
Bradford, Thanks for your kind words! We appreciate it. We are constantly working on our internal processed to better our customer experience. - Amanda
We’ve had about four claims with Cross Country and each time was a good experience. This company has got things under control. I normally call to put in a claim and every time, it was very good dealing with the representative. They had great follow-up.
Larry, Our goal is to provide homeowners like you with reliable service and we are happy to hear we delivered. Thank you for being a loyal customer! Thanks! – Austin
On Monday, January 14, 2019, I contacted Total Protect Warranty for a home repair. We had a leak in our ceiling from the upstairs bathroom. Gennaro’s plumbing was assigned as the service contractor. Gennaro’s plumbing made a service call and submitted their report to your company. After a number of days, I contacted Gennaro’s to determine when they would be returning to perform the work needed. Gennaro’s informed me that Total protect wanted a second opinion and they were no longer assigned to handle our repair. Upon following up with Total Protect, I was advised that Gennaro’s had REFUSED to do the job and consequently, Total Protect was assigning a new plumber to handle our claim (Gennaro's disputes this; they did not refuse the job, they were told that Total Protect wanted a 2nd opinion).
Over the next few days, I made several more calls. Three additional appointments were scheduled and then canceled by Total Protect, without notice to us. I decided to try and reach a supervisor. Several calls later, on the morning of January 23rd, I was able to reach a supervisor. She advised me that Total Protect had denied my claim, period. I pointed out that Total Protect originally wanted a second opinion, and that I myself had sought out two other plumbers who did not agree with Gennaro’s estimate of the work being done. The supervisor refused to do anything more for us. She also vehemently refused to refund our deductible. This lack of customer service is unacceptable. I would not recommend Total Protect's services to anyone.
The phone wait times are unfathomable. Be prepared to wait for hours on end. You will never speak to the same person twice. God forbid you have to call back in, the person you speak with WILL HAVE NO KNOWLEDGE of any information you already reported. As a contractor, we are STILL NOT PAID for work done in the Summer of 2018. After calling in several times requesting payment, we were told several invoices were not going to be paid because according to Cross Country "IT WAS NEVER APPROVED FOR THE AMOUNT GIVEN". Clearly, we wouldn't have performed ANY WORK without approval from CCHS - the practices of this company are unethical, dishonest and misleading.
Our home warranty has always been under ResidentialMD since we’ve had the house and it is part of Cross Country now. I like to talk to somebody and I usually end up calling when submitting a claim. The reps have been very good. Sometimes it can take a week to get contractors out depending on what the item is. I’m satisfied with the coverage plan that we currently have, although years ago, under Residential, I was having an issue with my toilet and a guy came out. He just walked in the house but didn’t look at the toilets and then he said we needed a new toilet. In that case, they should have allowed a second opinion.
Still, Cross Country has been helpful. They have been involved in the air conditioning problem that I’ve had and they have authorized the parts to fix the AC. It was a rough go at first and I went 28 days without air conditioning, but once they got it together, it was fine. The unit is a little older, so it has broken a few times. But now, after the whole 28-day ordeal, it goes much smoother.
Hi Elaine, Thank you for taking the time to share your experience! We appreciate your feedback and are happy to hear that overall you have been pleased with your service and coverage. Sincerely, Austin
I’m happy with Cross Country Home Services and I'm very satisfied. Their monthly fee is great and their service is good and they send people out as soon as I call them. It’s pretty reliable. Also, the amount of coverage is good and I haven’t had any problems with any of the techs they've sent out.
Thanks for sharing your warranty experience Raymond! We aim to provide quick and efficient service as well as help provide cost savings for covered items in your home. We appreciate your kind words. - Austin
Whenever I call claims in to Cross Country Home Services, their reps do a great job. It's a pretty good plan and I have no complaints about it.
Lamar, We’re glad to hear that you’ve received the excellent customer service we aim to provide. Thanks for sharing your experience. - Amanda
We looked for a home warranty after we bought our first home and the price of the actual contract of Cross Country was the cheapest, and it seemed like it had the most coverage. Also the customer service with the actual warranty company is not bad at all. If things are covered on our warranty, they’ll let us know that. We had one issue with a plumber contractor that they were dealing with that came out. He totally didn’t do the service at all. We had to pay our deductible and had to pay somebody outside of the warranty to come and get it fixed, when all they had to do was screw in a shower heater. They said it wasn’t covered on our warranty, which I found hard to believe.
I just told Cross Country to not add that contractor to our list again if we have any kind of plumbing issues. We also had an issue with another contractor for the air conditioner. And that is the only contractor they have. Cross Country have a limited amount of contractor. But that's my only problem with them. Cross Country is the best out there so far. We submit claims online now and most of the time, depending on the issue, they’re able to get somebody out.
Britiane, We appreciate you sharing your experience with us and that you have been pleased with your service overall. Have a great day! – Amanda
I have TotalProtect/Cross Country and they approved to replace my HVAC unit by Air Refrigerator Heating & Cooling installed 11/27/16 with job# **. Therefore my unit is only a little over 2 yrs old. My HVAC unit starts making horrible noises however still heating I put in a claim ** on 11/20/18 & my appointment was 01/21/18. It was worked by Assured HVAC company & access I have a bad defrost board.
However it was replaced until 01/04/19 per TotalProtect/Cross Country didn’t order the part until I made several calls. My heat goes out completely on 01/20/19 & I file claim ** and Assured HVAC comes out again and this time they find that my unit approved by TotalProtect/Cross Country and the company they chose Air Refrigerator Heating & Cooling installed it improperly. Per Assured HVAC Air Refrigerator Heating & Cooling installed a HVAC that my breaker box can’t handle and my house could’ve burned down. Thank God he protected me and my family.
I have called every day since 01/20/19 and talked to at least 15 employees and requested a supervisor call back at least 4 times. I finally got an allegedly supervisor call back from Cqiana at 8:30p CST who tells me TotalProtect/Cross Country are liable even though they hired the company to install the unit on 11/27/18. She states it was the HVAC company & their insurance that’s liable. She placed me on hold & stated she was going to call Air Refrigeration Heating & Cooling. She came back on the like after about 10 minutes and I’m being generous with the time stating she talked to John at 615-544-5247. Air Refrigeration Heating & Cooling was he said take him to court & that’s all she could do. What kind of company calls another company at 8:45p and just talk with whoever answers the phone not asking if they’re the owner and or the details of the situation?
This has been horrific experience and this is not acceptable. I’m filing a complaint with BBB and I’ve already filed one on Air Refrigerator Heating & Cooling. I still don’t have heat and our temperatures have been in the teens. I’ve requested a 2nd level supervisor callback however I’m sure it will be another Cqiana experience which was unprofessional and poor customer service experience! If there is a lawsuit against them I’m definitely going to join it!! Home warranty nightmare!! I rated 1 star because I had to rate it and it’s actually 0 stars.
The customer service reps at Cross Country handles my situation very well. The last they sent me was the routine appointments and information numbers. It was pretty basic. I submit claims with them over the phone, which is very easy to do. The coverage plan that I have with them is okay as well. It’s just that I believe when I first started, there was appliance coverage, but then they removed that. Nevertheless, I figured that for the $31 that I’m paying for, the major components of the house is reasonable. Since having Cross Country, there is more peace of mind knowing that the air conditioning, plumbing and electrical are covered. And that’s a good feeling. Go with Cross Country.
Mitchell, Thank you for being a loyal customer! We’re glad to hear that your warranty has met your needs. Thanks - Amanda
We lost half of the electricity in our home. Cross Country didn't have an electrician in the area so they sent us a letter saying to call one and they would reimburse us. The electrician came out twice and couldn't find what was wrong. When we called to get the okay for another electrician, Cross Country said "We're cancelling your policy!" I assume that they decided that this job was going to be too much. After over 3 hours on the phone, They said that the reason they're cancelling is because our 30 year old manufactured home is not covered because it's over 10 years old...
They took our monthly payments every month knowing that our home was 30 but cancelled our policy due to the age of the home all of a sudden? My elderly parents are on a limited income. They got this insurance because they thought that they would get help in an event like this. Cross Country turned their backs the second that they saw that this job might cost them money! By the way. We have been without power in half of the home for over a month. Expedience is not Cross Country's strong point!!!
Ron, I appreciate your feedback and am sorry to hear that your parents claim experience was not what they expected. We would never intentionally set up coverage on a property which is not eligible for coverage. My team and I would like to follow up with your parents directly to discuss their concerns. Please provide us with their full property address and my team will follow up with them personally. Thank you, Austin
Cross Country Home Services expert review by Michele Lerner
In business since 1994, Cross Country Home Services offers home warranty, repair and maintenance services nationwide to over 75 million customers. The company also offers broker services to real estate offices.
TotalProtect home warranty: Cross Country Home Services works with TotalProtect to provide multiple service plans and pricing options for your home.
Covered appliances: TotalProtect’s home warranty packages cover items like your air conditioner, dishwasher, refrigerator, washing machine, dryer and oven.
Workmanship guarantee: After any repairs are done on your home, those repairs are guaranteed for 180 days.
Extensive service network: Cross Country Home Services has a network of over 40,000 service providers and continues to partner with new providers. If you’re a provider, you can join their network through Cross Country’s website.
Best for: homeowners who want to protect their home appliances from failure.
Cross Country Home Services Company Information
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