Homesure of America, Inc.

We received the offer from our Credit Union to join Total Protect. We decided to enroll because of the 6 months work guarantee. In my opinion it's not worth it, we called for service on our dishwasher the company returned for a second time, diagnosed the issue but never submitted the report to Total Protect, needless to say we were without a dishwasher for two plus weeks. July 2015 I filed a claim for AC not cooling, made an appointment with the company for 12 pm - 2 pm arrival with a call 1 hour prior to arrival. The technician never called, when I contacted him he said he was running behind and would be to my home after 3 pm, we received a call after 4:00 pm from the technician stating he was in route but he needed to stop and eat lunch before he arrives. Around 6 pm I called him, no answer. When he finally arrived, he did not say hello, smelled terrible, failed to go in my attic to look at the units in order to correctly diagnosed the failure. Then stated I needed to pay him $175.00 to clean my outside coil. My brother who is certified in AC & Heating Repair spoke with the tech asked whether he checked the inside coil, the technician stated he did. Meanwhile I escorted him throughout the home and he never entered the attic. After that I felt he could not be trusted and decided not to proceed. We've notified Total Protect, they refuse to issue a refund for his tardy arrival, states the claim fee is non-refundable . We have paid for the service until January 2016, and I have no intentions of renewing the service.

I would never recommend this company to anyone. I took the warranty from two companies choice home and Total home protect (THP) for my two houses. I thought I have THP just in case cheaper choice home warranty does not provide good service. But very sad to say that it is actually opposite. Choice home warranty is much better in response and services. I filed several service requests with Total Home.For 1st one the technician and THP did not follow up for appointment.
2nd time they denied the claim for reason which does not make sense. First it took seven days to have a initial look at the appliance just to deny it. It seems like their main aim is to find some absurd technical/non technical reasons to deny the claim. This amounts to cheating.They think people will accept all illogical reasons . I encourage all warranty holders to not accept their reasons and fight it.
I will immediately call my credit card company and block them from charging any amount.

HMS Home Warranty is a complete and utter waste of money. We filed two claims, one for HVAC issues and one for issues with our oven - neither were resolved. HMS contracts with sub-par service providers: the HVAC provider claimed he couldn't do anything and the system was installed incorrectly, so the only resolution was to personally pay for an entirely new system. The oven provider (SEARS) was a no-show and never followed up...which really made us happy after we skipped work for nothing. HMS rejected our appeal to have the HVAC system re-evaluated. HMS said the burden of locating a technician to look at the oven was now our responsibility...and we would still have to pay $100, even after their first contractor never showed up and we lost over $200 in lost income waiting around. The most frustrating issues? HMS had no clue what was going on at any time - we sent multiple emails (citing claim numbers) and had to speak to multiple reps on the phone...no one could find records, no one made notes - the company is extremely disorganized. And to top it all off - the only follow up we received from HMS? Incessant phone calls asking us to renew the warranty. HMS' refusal to really resolve issues and its policy to make sure its contractors are paid over taking care of their customers' inconvenience has ensured that we will never utilize HMS again.

DO NOT BUY HMS WARRANTY. We bought a 20 -year old condo and were offered HMS Warranty at closing. We thought it prudent to purchase the warranty, but it turned out to be just a big waste of our money. I called several times to find out if the warranty covered our sump pump battery and refrigerator ice maker, both of which are not. When I asked about replacing our locks, I was told that the locksmith's cost would be covered up to $50 (actual cost $116). All I had to do was email the bill for reimbursement -- what they didn't say is that it takes more than 8 weeks for them to cut a check!
While our warranty was in effect, we had to replace a 'completely dead' hot water expansion tank and the oil-leaking furnace motor. After reading about other customers' nightmares with their claims, we didn't even bother to call HMS again for the following reasons:
1) We would have no choice in choosing the company we would trust to make the repairs.
2) Immediately needed repairs (like water expansion tank) would not have been done until the repair report went through their "approval process." Our expansion tank was immediately installed by reputable plumber of our choice on a day and time that was convenient for us.
3) Each HMS diagnostic service call costs $100 and no guarantee that the parts and labor are going to be covered under the warranty! No reputable company in Cincinnati, Ohio, charges $100 to come out and diagnose a problem.
4) And most importantly, I DID NOT WANT TO GIVE THIS COMPANY ONE MORE CENT of my money!!!! I also did not want to get caught up in their service "run-around".
I don't know how these people are allowed to stay in business. Our realtor told us about HMS Warranty, but in my opinion Real Estate Agents should stop offering these useless warranties -- and at the very least warn their clients about the impossible claim process.
IF HMS WERE A REPUTABLE COMPANY - which I do NOT believe it is -- HMS would reimburse us for the necessary and vital repair costs we have incurred during our HMS warranty period.
Regrettably, I trusted my Realtor and did not check customers' reviews before purchasing, nor did I realize how misleading their marketing materials are. When you look at their brochure, you think you are buying full coverage for your new home until you try to make a claim. And it is only then that HMS tells you that the Warranty tier you bought does not cover that repair, such as the ice maker part on your refrigerator - when the refrigerator is supposedly covered. BE FOREWARNED -- DO NOT BUY!!!

I have a home warranty contract with Total Protect (which is somehow related to Homesure in Florida). I'm happy to say that I have had three claims in the 1 1/2 years I've lived here: one plumbing and two appliance. With one hiccup, it has been a positive experience. When I was not contacted by one company within 12 hours, I called and got another appliance company. (so that problem was solved)
Three times I had positive experiences. Twice they came out and fixed the problem on the spot. Once I was told the dishwasher's leaking was not an electrical problem, so it was not covered. Maybe I should have known that, but I was mad that I had to pay $125 to the tech without having the problem resolved. However, he cleaned up the inside a bit and told me to use less detergent. I haven't had a leak since (and I didn't pay for new gaskets or whatever).

This company is TERRIBLE. I have been a customer since 2009. I have had negative experiences in the past, but none like my current claim. On Sunday night 9/11 my hot water heater broke so around 8pm I called Total Protect to file a claim the computer assigned me to a plumber I no loner want in my house because when Total Protect sent him the last time he used my steak knife to clean putty out of my drain that his associate had put in 2 days prior (that was in Dec. 2015).So I stayed on the phone to get assigned to different plumber. Leah came on the phone while I was sucking the water up. She assigned me to E....M..... Co, I read their reviews while on the phone and didn't like it so I asked if I could hire my own plumber and she said I would have to call tomorrow to speak to a supervisor. I called 8:15 am on Mon 9/12/16 spoke to [redacted] who told me I could not hire my own plumber. I asked to speak to a supervisor, was placed on hold for about 10 min. and then was told by [redacted] that a supervisor would call me. By lunchtimeI decided to try one of their companies. I called and was told by Marlene that these were my only 2 choices for company. Also having no hot water is not an emergency.
So I called the recommended company E....M.... Co. I told them my 50gal gas hot water heater broke and there was water all over the basement (if I turned the water on at the tank). She said someone could come that afternoon (I had to go back to work) so she suggested Tues between 2 and 5. I said OK so I went into work and asked off for Tuesday afternoon.
Tuesday afternoon the truck pulls in my driveway at 10 min to 5 (still no call from a supervisor). The man gets out and I said I was worried He would not be able to finish. He said he wasn't doing the jobjust looking to make sure replacement necessary (water comes out bottom when turned on I told Total Protect. He then walks over to look at water heater and says well that wall has to come down. I said no that heater was put in with wall up. He then walks to the back of heater and says well you will have to move that table- (no problem I will move it) I said ok.
He then come back to the front and takes a picture and says I don't even know what size heater this is. (written on front 50 gal) I told him it was 50 gallons. I had a 50 gallon Bradford heater good model.He then starts to do his paperwork. I tell him I am off on Thursday, can they do it then, since I already took off Tues.afternoon he said I don't know could take a few days to get hot water heater. I ask if they work on Sat. morning because I am off he said I don't know. I told him I wasn't paying my deductible now he wrote that down and left.
I called Total Protect and got [redacted] she understood my frustration and tried to get someone to help me. After 20 min she came back and said she saw I was waiting for a supervisor to call they have 48 hours to call so some one would call me.
I called at 6:30pm and spoke to [redacted] .he told me his supervisors were gone He transferred me to consumer complaints and I got Cai who told me she was a supervisor. She understood my frustration with E... M... Co, and suggested I could use my own plumber and file for a credit or use another company and gave me the name. I said I thought I only had 2 choice according to Marlene and she said she didn't know why I was told that. She told me she had off until Mon 9-19 but that she would have someone call me in the morning to tell me how much credit if I used my own plumber or if I wanted to use one of their companies. I also expressed my concern that I would not get a hot water heater of comparable value, she took the model number and serial number of my hot water heater.
Wed morning a young women from the authorization dept called (I forget her name and she told me they would give me a$300 credit to use my own plumber (where do you buy a 50 gallon hot water heater for that amount or I could use E..M.. Co.
I ask for a supervisor. Lucky me I get SUMMER ., from authoriztions. She told me they will only give me a $300 dollar credit if I use my own plumber, or I can use the crappy E....M.... company and the I would have to pay a total of $615 on my own in addition to them paying the $300. They were my only 2 choices. The $615 is for my $75 deductible (which Cai told me was for the 30 min evaluationthe guy was here 15 min) and expenses not covered by my warranty such as removal of heater and modifications to gas and water lines.So I end up paying 2x's as much as them
DO NOT SIGN UP FOR THEIR WARRANTY COVERAGE. They use the cheapest companies and products and you still pay.
So in the end I pay $75 deductible, lose 3 hours of work, countless hours on phone, hire my own plumber and get $300 from them. Where do you buy a $50gal water heater for $300 dollars. Put your money aside each month you will be better off.

I received this warranty when I bought the home in short it is worthless. In 4 years I have spent roughly 2800 with only three claims each time I have taken off work only for the company tech showed up extremely late. In fact right now I am waiting for a refrigerator specialist who should have been here between 9-12. Not to mention I have been without a refrigerator for three weeks thank goodness for the spare in the basement. They absolutely choose the cheapest route dont buy please.

I had the unfortunate experience of having to deal with this company twice in a week. First it was my upstairs ac which two weeks later is still not fixed. Second my hot water heater went out. After the technician arrived and evaluated my heater he states it was failure because it was not installed to code and that it may be denied. After hearing this I contacted my friend who does this works also just in case it was denied and he was in the process of setting up arrangements for his service when the home warranty adjuster called me. He advised me that they will cover getting everything brought up to code and if I choose to get a new water heater, pay $100 and they would do that also. I did not hear back so I called the warranty company and they told me they denied the claim based on improper installation and it not to code. This is after that they already agreed to cover everything plus $100 out of my pocket. I called and called and have been told someone will get back to me.

After a AC technichian visited my home and was beyond rude to me and was treating me like I did not know anything because I am a woman, (he even refused to state the problem with the unit until he spoke with my husband!) I own the home myself, my new husband is not on my home. He even told me at one point to be quiet and listen to what he will going to tell my husband! I called systems Protect and asked for a new representative to do the work, systems protect rep. refused my request.even after I told them I will pay another deductable. They said that I would have to give my credit card over the phone, I told them I have always paid when the contractor comes to do the work at my home. The representative said that that would be the only way I can have a person out to look at my ac unit. What that nonsense and being treated like a criminal from the systems protect rep I am canceling this service and I will never use them again and I am also posting the entire conversation on my FB!

I have been with Total Protect for over 1 year. In that year, I had two service calls. The first call I had, it took over 4 days for them to send someone out to do the work I needed to have done. Of course, the Plumbing Problems I was having of course they didn't cover it, so we were back to square one. I had to hire someone else to come in and fix it. I called to cancel my services with Total Protect, and 5 months later I started having more plumbing issues, and I noticed at that time, Total Protect was still charging my account. So, I tried them once again. This time I was having issues with my Garbage Disposal...it was making an unusual noise. I was also having issues with my kitchen sink. The Hot Water was seeping out slowly, but the cold water was coming out as normal; which was my biggest issue. Lastly, there was the Master Bathroom Sink. The water in one of the sinks was draining really slow; so I needed the Plumber to come out and look at all three. When I placed the order online with Total Protect, they only sent the Plumber a part of the job, which was the Garbage Disposal only. When the plumber called me, he said he wasn't told about the sinks, but only the disposal, I told him don't come out until I call Total Protect to add the remaining items. When I called Total Protect, I told them EXACTLY what was going on with everything. When the Plumber came out the next day, he looked at the Garbage Disposal first, and noticed there was a piece of Chicken Bristle stuck on one of the blades, which is why it making the noise. When he pulled it out, it was back to normal. The Bathroom Sink just needed to be cleaned around the silver part in the drain area, and it started to work better. The Kitchen Sink was the main problem, which I why I needed them to come out. When he checked the sink, he said he will need to replace the kitchen faucet because the Hot Water was not coming out properly with the one we have. He said he will submit it to Total Protect to see if they will cover it. Well lo and behold, I get a call from Total Protect stating they will not cover the Kitchen Sink because it's not covered under my contract. Of course, that's what I expected. The things that does not have to be replaced and is an easy fix, no worries...but when they have to come out of pocket, it's never covered; and the contractor get to walk away with $125, Total Protect still charged my account $43 a month, and everyone's happy except the consumer. This was a total Disservice. They do not live up to their name at all...they should be called Semi-Protect or Halfway-Protect...but they DO NOT Total Protect. I am very displeased with them. I called and spoke with a Supervisor named [redacted] in [redacted] and she said she cannot offer me a refund of the $125, for a $10 job. What the Plumber did, wasn't worth coming out. I explained in total detail what was going on when I called their Customer Service Team, and before sending someone out, they could have just told me they don't cover it. Now I'm out of $125, and the problem still exist. I pay them $43 a month, and I've only called them twice, and neither time did they fix my problem. I only came to Total Protect to save money because I previously used American Home Shield, and they were great. I switched to Total Protect to save money because they were cheaper, BUT YOU GET WHAT YOU PAY FOR. I learned a very valuable lesson in all of this. I am a Foster Parent, and my plumbing, AC, and Electrical Units has to work properly, which is why I chose a Home Warranty. I called to ask for a refund of $125. I don't believe it was a fair amount to pay for what they did. When I spoke with the Supervisor, she said the $125 is non-refundable. I asked her again, "Are you saying, you cannot do anything for me, including refunding the money?" She tried to justify it by saying, they pulled the bristle out of the disposal, and cleaned the ring around the drain...you know, the $10 job. BUT, for the job they will have to pay a little out of pocket, they don't cover that. What a surprise. I do not like Total Protect, I do not recommend anyone them to anyone. They want your money...they're offers are very tempting, but don't fall for it...it's not it. V. [redacted]

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

I have spent 3 1/2 hours on phone with this company with four disconnected calls, 20 minutes or longer waiting, and no resolution. They have contracted with a one star company, Appliance Guru, who failed to come one Wednesday and said it was a mistake and part for my washing machine had not arrived. The next week they scheduled me for a time I was unavailable. I changed my schedule within one minute to accommodate them and they said too late, they had rearranged four customers in one minute and they would come in the morning when I had meetings at work. So they said today. They did not come and did not call. I work for a law firm with recorded calls and they didn't come and said it was too late. Total Protection has done nothing, gets disconnected and has incredible wait times. They are worthless

We had received an HSA home warranty when we bought our house 2 years ago. We had some issues with our washer not draining within the first couple months of owning the house. I called the company and they had a service tech come out within a week. The main problem was that the original drain had been closed off (unknown to us) and he tried re-routing our washer to another water line. This of course wasn't covered. Long story short, our sewer line ended up having to be completely replaced at our own expense. They said that sewer was covered but what we didn't realize that they only cover the sewer line on the interior of the house. Once it passes the foundation they no longer cover it so we paid $5,000 out of pocket to get it replaced.

My bigger complaint was that I renewed our policy online and it was over $600. The policy was supposed to be good until the end of February of this year. Our refrigerator just stopped working this weekend and I placed a claim online because they don't answer calls on nights or weekends. I got an email saying that my service had not been renewed. I had a confirmation email for February of 2016 and they took my money yet claim I never filed for a renewal. When I double-checked the confirmation email they sent me for my renewal I noticed that is was just a copy of the original contract dated from 2015. Shame on me for not realizing this sooner, because they got my money and now it's way too late for me to even try to contest it.

DO NOT SIGN UP FOR THIS SERVICE! I believe this company to be a scam. HMS uses the lowest of low service providers. Calling customer service is a nightmare. Been trying to get my AC fixed for 5 days! It is over 90 degrees and they can't find someone to come out to the house after the first person who came out did not fix it properly. DO NOT WASTE YOUR MONEY ON THIS WARRANTY COMPANY.

When a serious problem arises you have a hard time getting to upper management. should you make it 2 things will happen 1) line is busy 2) they promise to call back and they don't. Minor problems are handled ok, but serious problems are met with gate keepers not letting you talk to someone else.

I must tell you that dealing with this company was one of my worst experiences. My furnace died and I went through weeks of providing documentation to no avail. Their service reps kept asking us for more information and clearly lead us to believe that I would be getting a reimbursement. I made replacement decisions based on that implied promise. Ultimately my claim was denied for a reason that should have been told to me upfront and would not have necessitated weeks of paperwork, calls, follow up, etc. Their representatives' knowledge and treatment of my claim was unnecessarily complex, confusing and totally inaccurate. I was lead on and made expense decisions on erroneous information. There was never any intention of honoring my claim despite their literature.

This company is just a money collector and middle person who pushed off responsibilities. We filed a claim and have our dryer fixed. The warrant company has arranged a appliances company to show up onsite for assessments. Unfortunately, the technician broke the kitchen sink drain. We did not notice that hours later. Called the company and they said they are not going to do anything and have me to deal with the appliances company myself since they are listened and insured. I believe, as a middle person, they should address this issue more proactively. Instead of pushing the problem back to the customers, they need to find a solution ASAP. Overall impression is they are just money hungry and reluctant to do any real work. Thumbs down.

My experience with Homesure of America (HMS Home Warranty) has been overwhelmingly negative. I have seen absolutely no sense of urgency in trying to fix problems covered in my contract with them, and virtually no accountability among the people you can reach when trying to resolve a claim.

I believe their business model is to get paid up front (during home settlement) and then make the process of working with them so painful that people choose not to make claims and instead opt for the more expensive route of finding and retaining a local vendor because at least that way the problem gets solved.

The most forgiving assessment of this company is that it is monumentally inept. The more likely reality is that they intentionally operate with a business model that is just barely legal and should be considered fraudulent.

My specific instance: My AC stopped working in the hottest part of the summer. I filed a claim with HMS early in the morning. By that afternoon a local HVAC company sent someone to my home to look at the problem. The repairman who was sent was not qualified to work on my make/model and neither was anyone in his firm - I was told they would coordinate with HMS to find another service tech who was qualified.

The next day I called to follow up. HMS had no idea that the first person they sent was unqualified and promised to find someone else. I called back again later that day - they still had not found a qualified tech and has somehow lost the information I gave them on the make/model of my HVAC system so that they could find a qualified repair person. I gave them the name and number of the company who had installed my system, since that firm was clearly qualified to work on the system and offered to contact them myself. I was told that HMS had to go through their list of partner firms in the area (over 60 companies long in my locale apparently) before I was allowed to use an installer of my choice. Within an hour HMS had found another company to do the work...that company couldn't get anyone to my home until 2 days later.

When the 'qualified' HVAC tech arrived he diagnosed my issue and said that he needed to order a part. We were told that part would take 3-4 days to arrive. This was on a Friday, so I expected the part no later than Wednesday of the following week.

On Monday HMS called me to secure my authorization for an EPA mandated disposal fee for the old part. I authorized this expense and asked for a status on the part we had ordered. I was told that the part was not yet ordered, and that this was because I hadn't authorized the order. I was justifiably furious, and told HMS that I wanted to know absolutely anything else that could hold the process up so that we could expedite the repair. I was told everything was in order, and that the part would now take 3-5 days to arrive.

The next Friday (now 10 days after my AC failed) my wife had to follow up with the local firm HMS had contracted with. That firm had no visibility on the status of the inbound part, and said that even if it arrived that day they were too busy to install it. This meant that I was now going into a second consecutive weekend without any AC in 90+ degree weather.

The next Monday (now 13 days since my AC failed) I contacted HMS. It took me 27+ minutes to get a customer service rep on the phone. I told him I wanted to speak to a manager and was informed that, "because of the high call volume I don't think any are available." I waited another 10 minutes for the same rep (who was, to his credit, pleasant and apologetic...not that this really helps) to return and give me an update on the status of my claim.

His update: Your part was ordered on the previous Tuesday (one day later than I was promised it would be ordered) and we don't have any tracking information because that information comes from the local contractor. I checked to verify the name of the local contractor, and was given the name of the first vendor who showed up...the ones who were unqualified to work on my system. This was despite the fact that I had personally given other customer service reps the information for the new contractor at least three times.

Frankly, I shouldn't have had to give the corrected contact information to them at all, since HMS found the firm and decided to use them without consulting with me, but this is just one more instance of a totally disorganized company with no meaningful incentive to put quality customer service processes in place.

I am currently waiting for a call back from a manager (but I'm not holding my breath) to figure out how this will be resolved to my satisfaction. I am appalled at how badly this system has worked from day 1. I plan to contact my realtor, my closing company, and anyone I know who has done business with this firm to tell them to steer clear.

Do not waste your money...This company has taken my money for 6+ years and now Im trying to schedule a repair and cant get anywhere!!!

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 [redacted] and would never, ever refer this company..PERIOD!!

They declined a claim because it was 1 day after the effective date. The point of the warranty effective date is the date it begins, the point of a warranty is in the event there is a problem. I have proof from the inspector the appliance worked at inspection. The denial letter didn't even have correct facts in it, like what the appliance was, the repairman and the reason I filed a claim.