Homesure of America, Inc.

Cross Country Home Services denied a claim stating that I, [redacted], attempted to repair pipe leak under kitchen sink. Because of this mythical repair attempt, the claim was denied. Claim #XXXXXXXX-XX. Date: December 28, 2016. The rude woman I talked to on the phone said my sister stated I tried to repair the leak myself. My sister stated incorrect information. I am not capable of repairing a loose screw. I TOUCHED the pipe to determine where the leak was. I did NOT attemprt to repair leak. I do not know the difference between a screw driver and a hammer. I am not a mechanic. I am not a plumber. I am an English teacher. English teachers are not plumbers. I would suggest all potential customers NOT to give even the slightest hint that your were even THINKING of repairing ANYTHING when communicating with lthis company. Simply say, "It doesn't work" Be very careful when shopping for a home warranty policy. And don't go near Cross Country Home Service Beware. They have many alternate business names.

I wanted to share my experience with Total Protect (TP) to forewarn others thinking of signing up with this Home Warranty Company. I signed up with Total Protect on 18 May 2015. I asked about their plan that included maintenance checks of our home systems. I was told they no longer offer those plans because their new plans just simply cover everything regardless of age or problem. I signed up and after waiting their 10 day grace period, I called them on 29 May to request service on our AC system. The AC was working, but it was not cooling the house, although I had the system serviced in March by United Air Temp and was told the system was working when they finished. Total Protect sent out Atlas AC on 1 June to check our AC and they determined the system needed to be replaced. I called Total Protect multiple times over the next week and was told they were researching the issue and someone would get back with me soon. I then called on 8 June and used their call back service to have an ag

after my third claim denial I had enough of total protects lack of coverage. total protect finds a way to exclude your claim on some " technical condition " . they may list these conditions in their disclaimer but it sure gets trivial. the exceptions they claim to covering claims makes it difficult to get any satisfaction. I cancelled my coverage after the third denial. total protect - protects their bottom line.

I originally called on December 7th at 9:22 PM to report my furnace was not working. The weather was in the 20s and I have 2 small children (5 & 6) as well as 2 dogs at home. The representative ensured me that because of the weather this would be considered an emergency and put a call out to see if anyone would respond. She stated she could not find anyone at the moment but she gave me permission to find my own heating and cooling company who could come and fix it that night. I had no luck so called back at 9:38 PM spoke to a different rep and let them know I would need them to call again. They ensured me someone would call me first thing in the morning. I did not get a call in the morning so I called again on December 8th at 11:23 AM . The representative whom I spoke to (female) said that BK heating and cooling should be giving me a call before 2PM to schedule an appointment and that if they did not call me to give them a call to schedule the appointment. At 2:30 I still had not received a call so I called BK Heating and Cooling at (913) 547-2839 and there was no answer. The voicemail did not indicate I had reached a business so I did not leave a message. I called back to HMS at 2:31PM reached another rep who claimed they got a hold of BK Heating and cooling but would be there after 4 and would call me 30 minutes before their arrival. At 3:24 I received a message from my neighbor that a man was there to work on my furnace. I asked her to verify it was BK Heating and cooling and it was. I had my neighbor tell them that no one would be home as I had been informed by the home warranty that they would give me a call 30 minutes before and that they would come after 4. The man with BK Heating and cooling then became upset telling my neighbor he was not waiting until 4 and that he was already going to have to deal with the traffic going back home. Completely rude! No one at this point seem to have a sense of how urgent this really was. Also, at some point in this entire mix-up I was provided the phone number to Able Air Heating and Cooling and was told they would give me a call to set up an appointment as well. I had not heard from them so at 5:48PM I called them to see if I could finally get someone to come out as we were super uncomfortable and freezing in our home. No one answered and I had to leave a message at (816) 332-7428. I also tried another number (816) 885-1120 with no answer. I started to call back to HMS at 5:51 PM and was on hold when I received a call from Able Air heating and cooling at 5:53 saying that they could not come out today and that the order had not yet gone through! I explained that I could not wait as my children were freezing at home and I need someone to fix it that night. I called back to your company at 5:54 and waited on hold a rep answered placed me on hold and hung up on me! At this point I am very aggravated as what should have been a simple emergency work order has turned into such a fiasco. I called back at 6:30 and waited on a 40 minute hold with no answer. I finally hung up. While I was on hold I used my computer to call to Neil Harris service experts and they placed an emergency order out. I had a call from the service rep at 9:35PM that they were coming out that night! Amazing how they actually worked with a sense of urgency. Something this company and staff needs training on. I had to pay $99 service fee to pay that day and was told that my motor on my furnace was not functioning. He did not have the part he needed at the moment and would have to return. Friday December 9th at 9:15AM I got a call from (573) 825-4223 from I believe Able Air heating and cooling saying they had just received a work order and wanted to schedule a time to come out. I informed them that I had already spoken to Able Air on Thursday who said they were booked up and couldn't come out. I get another call at 1:50 from another company as well phone number (816) 799-4617. At this point I am super confused as to what is going on. I get a call from my husband around 4:30 telling me that BK heating and cooling is at my house!!!!! He comes in again with his horrible attitude and says the whole furnace would need to be replaced blah blah. I asked my husband to put him on the phone and asked him to leave and that I would need to discuss this further with my home warranty company. I again called HMS at 4:52 pm waited on hold until I finally got a rep. I asked her to let me speak to a supervisor. I spoke with Albany Morton, explained the entire story that I just needed someone to fix my furnace so that my family did not have to freeze. I have gotten no where with them and have emailed multiple times - I cannot continue the story as I have reached the character limit. Hope I get a response immediately.

I have used Dewayne for a long time with my Insurance and he always does a great job. I have my home's and auto's with him and Dewayne is always very prompt in taking care of any policy servicing that I might have and his prices are the best I could find in the Decatur Alabama area. I highly recommend him.

MS employees and technician have poor customer services skills, and their plumbers do not have plumbing experiences. When my husband and I called HMS, we asked to speak with a manager and each time we were told, "The manager is not available; however, he/she will call back". 20 days later, and a manager has not called back.

Each time we called HMS with an issue, we received information for several companies that did not service our areas. However, when HMS finally located a company, the plumber did not have the skills needed to correct the issues, so NOW our basement is flooded.

We called to have our washer, dryer and refrigerator repaired, the technician did not call back, so we had to purchase new appliance.

HMS cannot meet the terms in the contract! HMS loyalty, values and integrity are bogus.

I want to point out the lack of integrity displayed by this company and it's shell corporations. They run an email span campaign which I tried to unsubscribe to - they offered that option but it didn't work. It wasn't possible with their email provider or on their shell company web sight. I contacted them directly through their online chat. Their advice didn't work either. It makes me wonder if their goal is not to provide an honest and quality home warranty but rather to collect personal information from an unsuspecting public and use that in some nefarious way.
If they lack integrity in the small things can their warranty be trusted.

these guys suck! beware they do not cover anything. they always find something that is not covered yet in there booklet it states that it is. I have problems with these guys everytime I submit a claim. example water heater went out contract states clearly that water heater and componets are covered. they stated that I was not up to code and not covered. wanted to charge me 800+ dollars to replace and bring up to code. hot water heater was up to code except a 69cent pipe that I ended up paying 65$ for through this horrible warenty. beware and stay clear!!! dryer started making noise. put in a claim tec found that the drum is cracked. page 16 states that dryer is covered but get a call from home protect and they say that drum is not covered not mechanical part. really then what kind of part is it? again stay clear of these thieves!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!...⇄

This home warranty is one of the worst I have worked with. This is my second very bad experience with them. I made a claim about my AC not functioning properly 8 days ago, they assigned me to a contractor. I made 3 calls to the assigned contractors and left messages about my problem and my claim number, after not receiving any calls back I contacted HMS again and they asked me to give the contractor 24 more hours to call me back (after the agent supposedly contacted them), still not a word from them after 72 hours. I called HMS yet AGAIN and got a simply justified excuse: "The company has no available opening at this time, we will call you back to let you know if we could find another company to fix your problem." in 15 minutes, I got a call back that my claim was forwarded to their service network and they will process the claim and I need to call them back to find out which company will accept my claim- in other words we are back to square one that we were 8 days ago! With outside temperature rising and the second weekend approaching, I am helpless! Poor costumer service, poor resource availability. Will definitely cancel my renewal and look for a better home warranty.

I had this insurance for almost two years and I am so disappointed with this company. I had called for a claim for a water heater and was told a technician will contact me within 24 hours. Almost 48 hours, I still haven't received a call so I called customer service again. Finally I received a call from the technician, which he would be able to come later that day. The technician came and said that he would submit the report the next day when he return to the office with his finding. I called total protect who said report hasn't been submitted. Called Monday, says report is still not submitted and someone will contact me within 24-48hrs. Called Wednesday, Thursday and by this time there is still no movement on the claim. So, I was told they would expedite process. Called Friday and Saturday and this time, the rep says claim will now be escalated as the status has remained the same. I should hear from them Monday, at the latest, yet another 48 hrs. wait.

I've ask them if they can use another technician because I don't have hot water for two weeks now and I was told that we have to use the company that they assigned. So finally after two weeks, the technician finally called back and I was told that the technician had a death in the family that the company but will send the invoice within 24 hours. When the insurance company receives the report I was told that I would have to pay the technician another $1100. To fix my water heater because the plumbing was not up to the code. I told them that my house was build 2001 and as far as the code I had it check with the city inspector plus I had two estimate on two different company on how much would it cost to changes my water heater. I was also told that the company whose fixing it may not be able to fix it right away because they where busy. So I've ask if I can have another company to fix my water heater because I don't have water heater for three weeks now and really I don't trust the company and technician that they have. The technician had my water heater as poor condition and leaking, don't you think they would consider trying to fix it ASAP. So finally I was told that I was approved to get another company to fix it with my own expense and will reimburse me the water heater and labor. I finally receive the approval and the amount they will reimburse me. To have the water heater fix and upgrade some of the plumbing yet still better than the company they were going to use. Now I sent the reimbursement request, which would take 4-6 weeks. As of today, I'm still waiting for the company to send me my check. It's been more than two months now and still waiting for my reimbursement. I WILL NEVER refer this company for anything.

I have been a Total Protect customer since [redacted] 2015, a friend recommended them. In August 20th (Thursday) I submitted a claim regarding my air conditioner claim number and a telephone number for a vendor was given. So I want to share this whomever would like to read it.
1. August 21st a very nice Customer Service Agent from Total Protect cancelled the first vendor (a one man company with a full schedule. I am in Florida 95 degrees outside 105 inside, no a/c) and conferenced me in with a new vendor, Healthy Home Heating and Air Conditioning, that asked to treat my request as an EMERGENCY. I believe they have more technicians one went to my house diagnosed the problem and left. He told my son he was going to order the part and be back Saturday August 22nd; unfortunately my son forgot to ask of what year.
2. I called several times and no one knows anything, all they know is that they ordered the part and have no idea when it will arrive or if it has arrived at all.
3. I don't understand how they can't track a package in this day and age when I can track a letter and they post all the information on the web. Maybe they used Pony Express.
4. I had specified that this was an emergency, I live in Florida where it goes to 95F daily and it gets hotter inside my home. I could have dealt with that for a day or two but not a week or more. I've had to send my Dog to a friends because she couldn't handle the heat. My son and I have also been experiencing heat related issues medical problems which are obviously starting to cause problems.
5. As of today, August 26th, we are all clueless as to why we haven't even received an ETA on the work that needs to be done or even when the part is to arrive. Again anything can be track nowadays.

This company is very poor regarding timeliness or delivering their product. Home inspection was submitted for review regarding a water heater. Almost a week went by before I had to repeatedly contact to get an answer about if the claim would be honored. Because the inspection report mentioned "rust on out side of tank" they decided to add "the heater was leaking" and denied the claim. After I was denied a claim, I get a call from the supervisor, that I requested to speak with a day before, only to have him in a monotone voice make excuses why the claim will not be covered by the policy.

Monday, Jan 4th: I called HMS with an emergency work order concerning a broken heating unit that was producing carbon monoxide. The unit was also not functioning or providing heat. I let HMS know there were children in the home. HMS said they called Grants to send a technician within two hours. HMS said they made the claim as an emergency claim. HMS gave me Grants number, and said to call Grants within two hours if they didn't show up or call me. After two hours passed, I called Grants two times and left messages. No one ever called me back.
Tuesday, Jan 5th: I called Grants early in the morning, and they told me they would send someone out to look at it. No one ever called me back to tell me the outcome of the visit, though the current tenants did say someone stopped by the house. I called Grants back in the afternoon, and they said they won't hear back from the technician until Wednesday, Jan 6th. HMS did not hear back from Grants either which was the first delay in ordering the proper replacement parts.
Wednesday, Jan 6th: I called Grants, and they said I needed a completely new heating unit, and they were waiting for HMS to approve the order. I called HMS, and they said they did approve the claim. I called Grants, and they said they were still waiting for HMS to approve the unit. I had to call back to HMS, and have HMS call Grants. Once HMS called Grants, HMS said they would order the unit and have it expedited because it was an emergency order. HMS also informed me that I would need to pay $1000 out of pocket expenses that they would not cover. HMS told me to call them back in 24 hours to get the estimated time of arrival. I called HMS and Grants and asked them both for emails concerning what was being done, what was wrong with the current unit, and what unit was being ordered to replace the current unit. E-mails still were not sent.
Thursday, Jan 7th: I called HMS to receive the ETA for the unit. They said it was going to take an additional 24hrs to get the ETA for the unit. I still did not receive e-mails concerning the broken unit or the replacement unit. E-mails still were not sent.
Friday, Jan 8th: I called HMS for the ETA of the unit. HMS said the unit would arrive today (Friday, Jan 8th). I called Grants multiple times who told me the unit never arrived. E-mails still were not sent.
Saturday, Jan 9th: Grants is closed. E-mails still were not sent.
Sunday, Jan 10th: Grants is closed. E-mails still were not sent.
Monday, Jan 11th: I called Grants who said the unit still hadn't arrived. I called HMS who said the unit did arrive. I had HMS call Grants who informed HMS that the unit did actually arrive on Friday, but they did not have the proper equipment to unload it, so they rejected the delivery. HMS had to call around to find the location of the unit. HMS left a voicemail stating they spoke with [redacted] from Grants, and that the unit finally arrived and they would call me tomorrow to schedule an appointment. E-mails still were not sent.
Tuesday, Jan 12th: I Called Grants to schedule an appointment, and they said the heating unit had arrived, but that it was an electrical unit, not a gas unit which is what I needed. I had to call HMS to tell them they ordered the wrong unit. The unit had to be returned and reordered. HMS then told me to call back tomorrow (Wednesday, Jan 13th) to get the estimated time of arrival of the reordered unit. It takes HMS 24 hours to get the ETA for parts. They told me that they would expedite this unit due to the circumstances of this emergency work order/claim. E-mails still were not sent.
Wednesday, Jan 13th: I called HMS and they told me to call back in additional 24 hours because they still did not have the ETA. I asked to speak to someone (supervisor/manager) about my claim. E-mails still were not sent.
Thursday, Jan 14th: I called HMS in the morning, and they said they still did not have an ETA. HMS then called me and left a voicemail stating that the unit would arrive tomorrow, and they called Lisa at Grants an let her know as well. The voicemail also stated that Grants would call me once the unit arrived. E-mails still were not sent.
Friday, Jan 15th: Called Grants who said the unit never arrived. Called HMS and asked to speak to a supervisor again. Received a call from an HMS supervisor (Demetrius). I called him back, but no answer. E-mails still were not sent.
Saturday, Jan 16th: Grants is closed. E-mails still were not sent.
Sunday, Jan 17th: Grants is closed. E-mails still were not sent.
Monday: Jan 18th: Called Grants about the heating unit who said it still was not delivered. Called HMS who said it was delivered Friday. Asked to speak to a supervisor again. HMS called Grants about the unit and delivery. I called Grants who said the unit finally arrived and to call back tomorrow to schedule an appointment for installation. Demetrius called and left another voicemail, so I called him back and left him a message. He never called me back. E-mails still were not