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HMS Home Warranty offers a variety of home warranty services that are very popular add-ons when buying a new home. With realtors acting as a great marketing tool to getting new home buyers into their services, some customers feel that the services they provide should be better than it is. There are some things to love, like the online claim portal and some have had good prompt service. But others have had issues concerning repair promptness and disappointment when it comes to replacing faulty units.
Overall Score: 7/10
Customer Satisfaction: 6.9/10
Prompt Service: 7/10
Repair / Replace Quality: 7/10
Deductible: $50-$100Get Your Quote Now
HMS National was founded in 1980 in Florida, providing home warranty and protection insurance in the United States. With a focus on serving the real estate market and building relationships with real estate professionals, it is common for HMS to show up as an add-on for home buyers or sellers from their real estate agents. Here are more details about the company:
|HMS National, Inc.|
|Headquarters||Fort Lauderdale, FL|
|States Served||All States|
HMS's product lines for homeowners are fairly straightforward and are broken into two plans: Base Plan for both buyers (+ home owners) and sellers, and a Premier Plan for home buyers (+ home owners). Here is what's inside:
|Base Plan (Seller)|
|Base Plan (Buyer/Homeowner)||All in the seller Base Plan and:|
|Premier Plan (Buyer/Homeowner)||Includes all in the buyer/homeowner Base Plan and extra coverage on normal exclusions (such as: permits, upgrades as required)|
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Submitting claims with HMS is generally a simple task for most customers as they can use both the online portal, which is user-friendly or chat with someone on the phone.
For quick and easy fixes that don't require extra parts, most have had positive experiences, but those that haven't have described very long wait times to get a service provider to visit them. The second issue is that some have had problems getting parts or replacements delivered. This seems to be something that is done by HMS itself, but sometimes the parts are incorrect or never come, therefore leaving the problem in an infinite holding pattern.
Real estate professionals have a few benefits for using HMS. Although, HMS does not have extra plans or customizations for real estate professionals, it does have a centralized real estate professional portal called Marketopia 2.GO. This interface makes it easy to manage multiple home warranties - invoice clients and create custom marketing tools all in one place. This is one of the biggest benefits to HMS for real estate professionals.
HMS vs. American Home Shield (AHS)
American Home Shield has a few big benefits against HMS. For one, the customer reviews for American Home Shield are much better than HMS overall. There are less reports of issues with part delivery and replacement with AHS. Secondly, it is much easier to customize plans for individual home owners with AHS. Lastly, real estate professionals have more plans to choose from with AHS and a custom management portal, which are big wins for them.
HMS vs. First American Home Warranty
First American has better customer satisfaction overall than HMS, which is an important item to most buyers. Where HMS wins is its real estate terminal, which is a bit more robust than First American. Though this wouldn't matter to home owners who are looking for better service and would find it with First American.
HMS vs. Choice Home Warranty
Choice Home Warranty keeps customers happier than HMS overall. This is mostly because they don't have as many negative reviews about their service providers and business practices on replacements/repairs. HMS has a few horror stories about extremely long and difficult repair experiences. Choice is much higher rated while still being very competitive on premium and deductible.
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The warranty was transferred to me by the guy that once owned my house. He told me that it's a good company and I should continue with them so I told him that I'll give HMS a shot. I'm seeing that that is true. I always call their customer care line and they always respond as promptly as possible. The two agents that I spoke to were professional and were very responsive to my request. But the technician from the roofing company who came to our house was not nice. He came around, called my line, I missed his call, I called him back, and he told me that he was going to fix the problem on the roof. I then told him to fix a time that I would be home, which was 6 to 8.He then told me that I don't need to be at home when he's going to fix the problem. Later on, I wasn't hearing anything from him so I had to call the customer care again because they had told me that was it and he has already fixed the problem. Then, when there was rain, I started having the same problem, which the first technician told me he already fixed. We then had to call HMS again. HMS then sent another technician and they were very good. They spotted the issue from the roof. He gave me the perfect information. I had to go back to the roofing company and they sent someone else to come and check. They found out that the first guy didn't do anything on the roof.View More Reviews
Our furnace broke And our house was freezing! Called HMS and with no problems they gave us a HVAC company who came out the same day! Our whole furnace needed replaced. It took 24 hours for HMS to approve a new furnace and the following day after approval we had a brand new Lennox furnace in our home. We paid our $100 deductible and had to pay an additional $200 (modifying ductwork not covered by warranty) but I am utterly pleased with the service we received. This is the second claim we made. The first was last year for a clogged kitchen sink. The plumber came out and all plumbing concerns were covered under my $100 deductible. We had them unclog the sink and fix a leaky bathroom sink. I will again renew my home warranty with them for the second time when it is time!
I’ve had HMS Home Warranty for two months since the owners bought it for me. I did an online and phone claim submission which were both easy to do and had a couple of fellows, gas and a roofer, come over within the day. When I thought I was going to need a new water tank, the technician who came out, looked at it and I found didn’t need a new one. He turned it on for me and checked out a couple of the spigots that were old. I felt like a fool but the fellow was very nice. It was done so well and he made it look so simple. It was a new home and I got a little scared. So far everything’s been good. People should even debate and just get HMS. .
I called HMS Home Warranty and submitted a claim for a pump on the side of my heater. Their reps were really nice and the contractor who came out was really experienced and professional. He was able to fix the pump and I’m satisfied with it but he called HMS back and they said I had to pay for it myself since it wasn’t covered.
I have a rental property and having a home warranty would be cost-effective on the items that were in the rental. So far, with HMS Home Warranty, the service has been very good. It was easy to submit a claim which I can do online since their website is user-friendly. I spoke with the technician over the phone and he was nice, but the tenant dealt with him directly and she hasn't called me with any complaints.
The thermostat in the house stopped working and there was heat in our air conditioner because we had a new thermostat. So, I called HMS and I got an intake worker who then put me through to the correct party that I had to speak to and they walked me through in 10 minutes. And in 15 minutes, I got a call and they were going to come service the part the next day. So, within 24 hours the problem was fixed. The rep knew the right questions to ask and knew what I wanted, and put me in touch with the provider. The service was in and out quickly and it only cost $100 deductible, and we were back in operation. The technician diagnosed the problem and made the phone call to get approval. The company approved and he brought in a piece of equipment and started walking through the buttons to do a final check at the furnace level. He also educated me and he was right on it with his explanation. I was impressed, and if I wasn’t locked in with HMS and with the equipment from the prior owner, I would transfer and go with the gentleman that showed up to do the service.
I purchased the home in December and received HMS Home Warranty with it. I extended my insurance and I have it starting again and renewing it for another year. My AC went out in the summertime and they had replaced it. Then my heating went out and it was a quick fix. The claims process was super simple. I just called and I told them that I had an issue with my air conditioner and they gave me a company to call. They came down within a few days and the tech looked at it and told me it was junk and that there was no repairing it. So the unit totally needed to be replaced. It took another week to get it down here and they fixed it in one day. The heater was a matter of three days and they fixed it that same day that they came out. Everything went well and it was a great experience with HMS Home Warranty.
HMS is awesome. Submitting a claim was effortless. I call them and just as little as two or three minutes, they answer right away. They ask what they can do and then they say that a service provider will be dispatched to me. And it would only take a few days for the technicians to get here. The technicians were respectful and they may even do a little extra while they're out. I had only one instance where it took a while and the person never came. He even lied that he came too soon and left a note that he couldn't come back when he didn't. I had a horrible experience involving an issue with my kitchen sink because no one ever came.Still, I'm going to renew my contract with HMS. It allows me to sleep well at night and not ever worry about anything that is ever going on with my home especially I have the extended extra package where if they came to fix the leak and they find the leak was behind the wall, they would pay for the wall too. And also, I have a claim out right now for my washing machine that I inherited from the previous owner. They're going to come and fix it, no questions asked.
My experience in submitting a claim was very positive. I made a phone call, a time was set, and the man showed up and fixed it and was off. The dryer is working and I am very satisfied.
I have been with HMS Home Warranty for 11 months. They covered more items and when I submitted a claim, it went smoothly. The technician was okay, but there were a lot of add-on charges that wasn't covered that he put on there. Still, I was satisfied with HMS. I like being able to do things online and submitting a claim that way since it's so much quicker and I don’t have to wait on the phone. I also spoke with two reps who were very professional, polite and helpful the whole time.
The realtors recommended HMS Home Warranty when we bought our home. I submitted a claim for the pilot lighter, the starter on our hot water tank. I called first and then I submitted it online and the process was very easy. The interaction with their claims rep was wonderful. They were pleasant, efficient and quick. They specialize in hot waters and stuff you need and they serviced right away. It was an excellent process all the way through. It was over the weekend and they were here first thing Monday morning and it was fixed on Tuesday morning. The technician was excellent. He wasn’t in any doubt about what to do with HMS and he knew how to do it. He knew all the paperwork, did an excellent job with the hot water tank, showed me what was wrong, told me what he was going to do and how to go get the part. He wasn’t sure if the part was going to be there and went to another place. He made an extra effort to get the special part, got it, and came back exactly when he said he would. The whole thing was wonderful that’s why we did it for a second house. So we now have two contracts with them. The quality of work was great. I would recommend HMS and I would tell others it's well worth the investment. In fact, I have recommended them already.
I’ve had HMS Home Warranty for over four years and it’s always been good. Submitting a claim is easy if you do it online. If you call in, you’re on hold forever and it’s very frustrating. I never got anywhere until I finally did it online. The rep called me and it was good. Their techs have always been pleasant and professional.
When we bought our house in Davidsonville in 2010, we purchased a warranty from HMS and we've had it ever since. We had them come out and do some work here and they did a fine job, so I also had it applied at a rental condo I had at that time. I submitted a claim for one of the air conditioners, which they replaced. I have spoken to their claims representatives and they were very helpful, and they sent back qualified companies. The first one was too busy, which was fine, so I went to the second one. And they came out and did everything and all was good. Their overall customer service has been very good. Whenever I've had a claim, they've always made it sound like they were interested in it. They said they'd get it resolved, which they did. The technicians have all been very good and very thorough. They usually just tell me what the issue is and they handle it through HMS and it was fixed. I've been pushing them as much as I can. I turned my brother-in-law onto signing up with HMS for their house. And they had a washer problem and HMS gave him the money that he was to spend on the washer. If HMS can't fix a part and they have to replace an appliance and you signed up for an upgrade, they will only give you the amount that they would spend on the appliance, which is fair.
I’m happy with what HMS is doing and the way they're handling the issue with the claim I filed. I sent it through their website and the technician who came was nice, knew what he was doing and got the furnace working. They did some troubleshooting and rewired my humidifier in the process. But it was frustrating that it took a little time to figure it out. I was communicating with him through email and there was a lot of back and forth as he tried to figure out exactly what was wrong and get it right. Then, when he set it up for the troubleshooting, the floor was filled with water when I came back to the house. We got it all cleaned up and he told my mom that everything was done. A few weeks have passed and now it’s getting cold and my humidifier is not working. Before the tech came out, everything was hooked up right and it was working 100%. It's a new humidifier, too, as I bought it last winter season and I knew it wasn't working because after he did the troubleshooting and rewired it, the humidity wasn’t improving. I pulled off the panel to check the filter and even though it's coming on, there’s no water running through the humidifier. So he needs to come out again and put the wires back however we had it before he did the testing. So, I went back to the original email that I had with HMS with the claim number on it and told them that the claim is still having an issue. I also called the guy to make sure he went through things, but he never answered the phone. I’ve been waiting for HMS to get back to me.
We had been with HMS for three plus years. For the most part, they had been responsive and fair with handling issues we had, Until Recently. This ALL STARTED October 22, 2017 and Went on until December 8, 2017. We had a dryer switch go out. I called and filed a service request as I usually had. This time I was told I had to call the service provider myself to “make arrangements”. I had not had to do this in the past but reluctantly I called. As expected the service provider told me HMS had to call because they would have answers to questions I could not answer.I called HMS and told them what I was told. They became agitated with me and said they would get back with me. I didn’t hear back for a few days so I called them back. I was told a service had been scheduled and that a technician would be in touch with me to set up a time and date. I waited all day for the technician to arrive. He never did. No one called to let me know. I was told the technician had a family emergency. I found out later that they decided to cancel my scheduled appointment because they were running way behind that day.I called to reschedule and was told a technician would be calling me. I sat and waited again, no one showed. This happened three times. I called HMS to ask why this kept happening. They said they didn’t have any notes showing I called. I kept notes with dates, times and length of call. I spoke to Diane November 12th, Bradly November 16th (He hung up on me), Jasoni November 20th, Martha November 21st (Twice). Each time I was told I either didn’t have a scheduled service or that it had been canceled. No one could tell me why this kept happening. When I tried to find out why I was hung up on by Bradly. He said it was his job to make sure they showed up but he didn’t have an answer for me. So, he hung up on me.The situation was finally resolved after the technician didn’t show up three different time. When the technician did show up he didn’t have the parts he needed. They mailed the parts to me and then not a word for two weeks. I requested someone come out and fix the problem. After they fixed the switch the technician told me I needed to fix the venting of the dryer. He also told me I would need another service call to fix the washer problem he found. I called to schedule the second service call and they told me they wouldn’t fix the washer because the dryer vent was in need of repair. When I informed them, I had fixed it they said they didn’t believe me. I offered to take pictures and send them to them.They finally agreed to send the technician to fix the washer. I lost three days of work, spent a total of (12) twelve hours on the phone either on hold waiting to talk to someone or on hold waiting for the person on the phone to track down information. I decided to cancel my service plan with HMS. I CALLED TO CANCEL, RELUCTANTLY. I spoke to Mrs. **, after being on hold for (2) two hours, being sent to Sears service center and then calling back in. Mrs. ** told me they know they have problems but that’s the way it is and I will just have to deal with it like everyone else. I asked her if what I experienced was now going to be a typical experience. She would not answer. She told me she could not assist me in canceling my contract and sent me to Janessa. This individual was rude and impatient. When asked why I was canceling, I said, I wouldn’t if they would compensate me for my lost time and the over a month of phone calls and over (12) twelve hours of time on the phone. She said it wasn’t her problem.I would have stayed with HMS if they would have been able to tell me the problems were temporary or unusual. If they would have apologized and offered a free month or two of coverage. Instead I was told this was the way it was and I would have to deal with it like everyone else. What they told me was HMS could care less about customer service and it was going to get worse, much worse. I am now researching WARRANTY Companies and have narrowed my search to three American Home Shield, American Preferred and First American Home Warranty. All they had to do was care, they don’t care. This is true and accurate to the best of my recollection and notes.
Resolution response: I just received my reimbursement check today so the claim is resolved. It took almost 3 months and I hope I receive better service in the future. I bumped up my rating to 2 stars.I had a sewer backup in my basement Saturday October 21st 2017 about 10:00 A.M. It was sickening. I could not use my toilets or any running water for fear of more backup in my basement. I called 12 different plumbing businesses but they were all closed. I left messages but only one called back. He said he could come out in 4-6 hours from when I called. Once I secured a contractor to come out I called HMS to see if this was covered. They said that it was but they said they didn't have anybody in my area and to use the contractor I had secured. They asked that the contractor call them before doing the service to get it approved.He called them and gave them all the information they wanted. HMS had a supervisor approve the work due to the nature of the situation. They asked that I email them an invoice once the work was complete along with other information, and they would send a reimbursement check. The plumber cleared out the sewer backup and I cleaned up the mess after he left. I did this exactly as HMS asked. One month later they sent an email saying my email was received and to wait 7-10 days for processing. I never heard from them again. I called them 4 times asking when the reimbursement check would be sent.The customer service rep could not tell me anything useful about the claim. They just kept saying it takes 7-10 days for this and that and could not tell me anything specific about the claim such as was a check mailed to me. Most of them could not even find my claim until I told them all the specific numbers and dates. Their website was useless and didn't even show my claim as active or what the status was.Right now the claim is not even visible on their website. If I call I'll just get the same useless answers. The last word I received was that I should wait till December 28th and call again if I did not receive the check. I did not receive it. I don't know what to do other than to warn people that this is not an honest company and to avoid them. Here I am almost two and a half months later with no reimbursement check.
First of all it's $100 per service call and no matter how many times they come out they won't replace the appliance. My daughter has them too, and that's what happened to her. The fridge leaks constantly, it has duct tape holding the door together and they just keep coming out and fixing the leak for a week and then it's back. She is now just going to buy a new one.This is crazy. She has paid a lot of money for each service call deductible, and could have bought two refrigerators by now instead. Secondly, I called three weeks ago and put in a claim but never received a call to schedule a service call. So I called them today to find out why and they had the wrong phone number on file. It was one digit off... understandable. I'm ok with that, but I ended up on the phone with them 3 times today! Once on hold for over an hour, then they disconnected me! Finally the third time I used an option that asked if I wanted to get home warranty servicing thinking they may actually answer quicker, and they did, but all just to cancel a service call for tomorrow. But only to find out that the person who set up the service in the first place got a company that's several hours away from me!? I'm pretty sure they wouldn't have shown up anyway. So practically 2 & 1/2 hrs of wasted time on the phone today! On a good note the one man and lady I spoke with were very friendly! The other gentleman I could hardly hear or understand.
Very frustrated. I had my heat go out during the day and have an infant in the home and they only use 1-2 service companies in the area and if those companies are not available then they have no way to expedite the service even though it is an emergency. Very disappointed in the service where most warranty companies will let you find your own service company if they do not have one available. HMS does not give this option. Hold times are always very long as well.
I was recommended to this company by my realtor. The site said that repairs caused by lack of maintenance, rust, and old age were all things that were covered.
Actually looking at the fine print on the brochure said that "negligence" and "preexisting conditions" were not covered. Wait, isn't lack of maintenance a form of negligence? Also what do they count as a "preexisting condition"?
I called the company for information and had to be transferred to the claims department to be able to get further information. The purchasing agent had no clue, but was polite about it.
Once in the claims department, I basically found out that there is almost no real definition between "negligence" and "lack of maintenance". Making it worse, apparently things like rust and the equipment being "old" count as preexisting conditions. Basically, anything that didn't happen suddenly can be denied as a pre-existing condition!
Other companies don't leave loopholes for themselves like this... or at least aren't so brazen about them. I give HMS Four stars for working with me politely, but only a 1 for being so sneaky. I'll round it down to two.
Word to the wise - especially if you are in the business of real estate, do NOT recommend or have your clients purchase a home warranty through HMS Home Warranty. This company is an absolute disgrace. Furnace went out on 11/4/17. The company they sent determined we needed our gas valve replaced, which they did. Then on 1/17/18 - furnace not working again. Same company comes out and says the sensor needs cleaned. Pay yet another deductible and within 24 hours - furnace is not working AGAIN! This time they have to send a different company out, but can't come until 1/21/18. When the new company comes on 1/21/18 - says the gas valve needs replaced AGAIN and that the first company that replaced it on 11/4/17 put on a used part - which is illegal. New company comes yesterday, 1/22/18, with the new gas valve, and lo and behold, the furnace still won't work and the technician diagnoses it as the used part that was put on has fried the control board. He recommends to HMS Home Warranty that the unit should be replaced. Quotes them $870 for unit at 6.5 hour of labor at $75 an hour. They tell him they will have to get approval and will let us know. I call back 2 hours later, and they say they don't have record of him calling in and telling them that (which he called them on speaker phone while at my house so I heard him tell them all that). We ask the guy to call back, he does, we hear nothing from the warranty company last night. My husband, Travis calls today, they tell him instead of replacing the unit, they have ordered the control board from Lennox and it'll be 3-5 business days for the part to arrive. 3-5 BUSINESS DAYS MORE WITHOUT HEAT, temperatures are dropping to 25 degrees, I have two young children in the house plus my dogs and hamster (which I didn't even mention that on Saturday the hamster was almost frozen to death because it was so cold. We had to warm it up with electric heater, hot water bottle and blankets). Whereas if they would have approved the replacement unit, it could be installed TOMORROW. Also be aware of the fine print in the warranty - you cannot get a class action lawsuit together (which is a damn shame because I've read all the reviews on Facebook, Yelp, Google, etc. and there are a TON of people who have been wronged by this company) and no jury trial - you have to go to arbitration. In addition, HMS Home Warranty is not responsible if anything else happens - such as your pipes freezing because you have no heat because of the negligence of one of their contractors as well as they are not responsible or held liable for the contractors they use. Terrible terrible company. Hopefully there is a better home warranty company out there but would NEVER recommend this one. If my new control board part isn't here tomorrow, I'll be pursuing further action.
Here is a record of our experience with HMS. 12/28/17, our fridge broke, filed a claim. 12/29/17, Sears repair came, could not fix the fridge. 1/1/18, Moonstar appliance came, said it's a faulty thermometer, needed to order the part, would come back when part is in, paid $100 deductible. 1/8/18, called Moonstar for an update, was told the part hadn't come in. 1/1/18, called Moonstar, was told the part is now being ordered by HMS1/11/18, 2:25pm, called HMS (9 minutes), was told the research department was looking into the replacement part. 1/14/18, 3:36pm, called HMS (21 minutes), was told the research department was still looking for the part. 1/16/18, 6:08pm, called HMS, (15 minutes), was told the research department was still looking for the part, asked to speak to a manager, was told the manager was not available. Asked for a callback, was told yes, but no one called back. 1/17/18, 10:05am, called HMS, (18 minutes), was told the research department was still working on it. When I pressed for my case, was told they were no longer looking for the part, but instead was looking for a replacement fridge.1/18/18, 10:26am, called HMS, (40 minutes), was told the research department was still working on it. When I asked to speak to a manager, it took a while but finally a manager took the phone and assured me that she was sending the claim up the chain, that she cc'ed several managers to take care of it, that she would monitor the claim throughout the day and call me at end of the day with a status update. No one ever called me back. 1/19/18, called HMS, 5:40pm (9 minutes), was told it's in the research department, and the rep could not give me an estimate of how long it would take. When asked to speak to a manager, was told all managers were busy with other customers, but I could request a callback. Requested a callback. No one called back.It's been 24 days since our fridge stopped working. We are a household of 6, with 2 young children and 2 elderly. We have been living without a fridge for more than 3 weeks. We have yet to receive one promised call back from HMS, nor an estimate of how long this ordeal is going to last. I am very dissatisfied with the home warranty company and will actively dissuade anyone looking for a home warranty from using this company.
HMS is refusing to pay us for a repair covered under our policy because one of their employees did not put a note on our claim. We have phone records to prove that we called HMS, the times and dates of the calls, and the duration of the calls. We followed their instructions perfectly, but since there is no note, which is NOT part of our job, HMS called us liars.
I have claimed both plumbing and fridge repair 1 month ago. Plumber came on time but they have been to the house 4 times without complete fix of the problem. They were not willing to replace the whole set even though replacing parts did not resolve the issue. The fridge repair has been rescheduled several times now after 1 month, the service was still not done. When I called customer service, the service manner was horrible.All they can say is to put another claim in which would result another deductible payment rather than helping to fix the problem. They were not able to let me know the detailed coverage of the insurance and told me to rely on the service diagnosis. They and they hang up the phone in a hassle. I have used another home repair company in the past and never had above issues. The service was always on the time, and if it is not something that can be fixed, then there is replacement. I would not choose this home warranty company again and would go back to my previous company.
I recently bought a new house and with my new house came a home warranty with HMS HOME WARRANTY. After I started renovations to my new home I discovered that the furnace was making some really loud noises and was shutting on and off. I called and placed a claim so it could come out to be fix and the person I talked to on the phone told me I would pay a hundred dollar deductible to have someone come out and fix it. The day came when someone showed up to fix my furnace. The man came in and looked at my furnace for 10 minutes and said it can not be fixed. Said he was going to submit that the furnace needed to be replaced and there was no fixing it and I would be given a call on what will be done. I waited a week and didn't hear anything back so I called... When I called to see what the outcome was they told me that the furnace had missing parts and there was nothing they could do to fix it. So they denied my claim and said that there was nothing they could do for me.I asked for my hundred dollars back because they were not going to do anything to fix it. They denied that as well. So I paid a man a hundred dollars to come stand in my kitchen for 10 minutes to tell me that there was nothing they could do for me. THIS COMPANY IS A BUNCH OF SCAM ARTISTS. I advise you to go to another home warranty company. THEY WILL TAKE YOUR MONEY AND DO NOTHING TO HELP YOU. Calling this company is a waste of time.
We filed a claim for a broken oven on 10 October. They sent a repair party who took the $100 and never came back. We have called almost twice a week since October, and still have no working oven. The subcontractor never calls us back, and after almost every call we are told a supervisor will call. We have received no return calls from any supervisor. We have had them for years and never had a problem until now, but their response now is absolutely unsatisfactory.
Our stove and oven went out the day before Thanksgiving. To hurry the process, I decided to file a claim online. I was given the date of Dec. 1 that an electrician/repair person would come to check the stove. No one came. I called HMS and they said it wouldn't be until Dec. 14. That person came, found that the part needed was no longer available, and supposedly filed a report. We never heard back from anyone from HMS. So called and HMS said they never received a report. So they put me on hold, contacted Sears, and they said they couldn't understand the response. Not rocket science by any means, HMS. So I contacted the guy who did the repair work and he said he did file a claim. I called HMS back, and they never got the claim. I called Sears and they said I was out of luck. Sears sent me the report, so I told HMS I could forward it to them, but that was unacceptable. End of conversation.I called HMS back, and 3 agents later, they kept telling me that they never got the claim. I asked to talk to a supervisor. They wouldn't let me talk to a supervisor, but said that one would call us as soon as one was available. We were promised a call, but never did receive a supervisor call. We waited and waited for days for a call, but no one called. A week later after waiting, I then called and talked to Ian. After I told him everything that had happened, He finally dismissed the entire process, and now we have to have to start all over with the claim and they are having another repair person come and check our stove - after I have already paid the deductible. Ian said we wouldn't have to pay another deductible, and a local store repair person would be coming to check the stove (again). In a previous claim, we ended up buying the appliance that went out. A person tried for 3 months to fix it, but it never was fixed. We are no longer going to ever do business with this company again. We tried to be nice on the phone. Everytime you call, you talk to another agent. I will also be filing a complaint with Sears Home Services.
My wife and I purchased our home in September of 2017. We were thrilled to learn that the seller was including a home warranty. However, this excitement was short lived and disappeared the second we needed to make our first claim. After being in the home a month our clothes washer broke and we submitted to HMS for it to be repaired. A tech came out to assess and get an estimate for repair costs on December 8th 2017. The tech came to a total of $1,154.04 to make any repairs. Because this cost was so high he indicated our washer would be replaced and we could expect a call within 48 hours with further information. That call never came, what has followed has been the headache of calling every few days to get a status report.Each time we are given the same messages: "It is in research, we cannot say when we will have an answer for you and you will just have to wait to hear back." Each time the frustration has grown, the service representatives refuse to transfer us to a manager even going as far as saying that they work unsupervised. When pressed further they would admit that someone else is there but we may not speak to them. Today is January 13th 2018 and we have still not heard anything new about our claim. I highly recommend not using this company as they have shown how little they care about the customer. There are many other home warranty companies out there and any one of them will get my future business so long as they are not HMS affiliated.
My dad heater went out 3 weeks ago. He called and filed a claim and paid the $100 deductible under the HMS warranty. They contacted a contractor that would come and supposedly fix the heater and bill the insurance, he would leave the heat on and when the heat would kick off it would not come back on. We continued to call HMS to get the contractor to come back out and he finally did but he did the same thing over and over.Well, my dad has medical issues and his girlfriend just had a stroke. HMS supposedly put him in as a medical alert meaning that it was top priority but that was 2 weeks ago. He still does not have heat. I have spoken with supervisors and managers and this problem is still not resolved. He still has no heat. He has not contacted another HVAC professional with the permission of HMS and now we are told the whole unit needs to be replaced and he needs a new unit, however, he has to pay out of pocket upfront because this was not the original contractor sent out. So my dad paid his monthly payments on time and his deductible, and now they are wanting him to come out of pocket for $7200 before they reimburse him.They advise that would take 24 hours to cut him a check, but they said 2 weeks ago another supervisor or someone would contact us back within 4-6 hours and we have called several times and no one wants to call us back, so I can't even imagine how long it will take to reimburse him. I do know that now he is getting sick due to the lack of heat and the stress of dealing with this and no one wants to help fix this solution. My father is a military veteran that dedicated his life to serving this country. I believe that the original contractor doesn't have a clue what they are doing and this insurance is a sham. I will be contacting the Attorney General as well as the insurance commission. The only thing we want is for his heat to be fixed. No more no less.
I recently had an issue with my washing machine in which HMS sent out a repair guy on 12/22/17. Of course, he could not duplicate the issue when he examined the washer. As soon as he left the washer started acting up again. I have video of the issue on 12/8/17 (before the claim was made) and 1/3/2018 (after the repairman investigated) which shows the same issue in both videos. I have called the repairman twice and sent him an email with the videos without any response. I have sat on the phone for over seven hours the past two weeks trying to resolve this with HMS and they will NOT send a repairman out without ANOTHER $100 deductible... FOR THE SAME ISSUE!!! They were supposed to have a supervisor call me on 1/10/2017 at the latest and of course no call.
As I told my realtors: I would strongly encourage you to never use this company again. I have called them numerous times. The first time I waited over 15 minutes before anyone answered. The second time I called early in the morning and someone picked up within a few minutes. The third time I held over 20 minutes before anyone picked up my call. I love you guys, but remember that some of this reflects on you; that is your choice of who to recommend your client use. You only want to use five star providers.I have a couple of plumbing issues and HMS has referred two different plumbing companies to me. Neither company has contacted me since I first reported the claim on 1-3-18. I have left messages on both of the plumbing companies voicemails. When I called Tuesday 1-9-18 and demanded to speak with a supervisor or manager, I was told that someone would get back with me within two days. As of this morning no one has called me. I have kept the names of everyone I have spoken with at HMS.I called HMS this morning and threatened to sue them over nonperformance; and I am serious. I am researching “Consumer Affairs” as we speak and getting ready to post a burning review of them online. HMS is a crap company and I’m sure that you can find a better warranty company than them. Be sure to tell all of your other realtor friends. Feel free to forward this email to all of the realtor associations that you can. Also I’m considering contacting the NASDAQ regulators as HMS is a publically traded company. There are lots of ways that the small consumer can sting a large company. Remind me to tell you my Barbados story sometime. Have a good winter. This is a real, honest and straightforward review. There is nothing fake in it.
I filed a claim in mid November of 2017 for the washing machine that came with my house I bought to be fixed. The tech came out 2 weeks later and diagnosed the problems and sent in a request for the parts from HMS on Nov. 29th. I have called 3 times and keep just getting told that the claim is in research and they will call me back when they know something. I ask to speak to a supervisor and am just told no. Do not under any circumstance ever do business with this company. If you are buying a home with a warranty as I did make sure to tell the realtor not to get the warranty through HMS.
I filed a claim with an emergency situation I had with plumbing. According to them they had no way to schedule for help. I should hand bail rising water in my kitchen sink for a week until they can schedule service because, "Nothing else is available." Do not get a peace of mind home warranty through them. They are terrible. The company they did assign me to one week from now is a heating and air conditioning company who does not do plumbing anyway. Also, you click 1 to do a survey at the end of the call and I hung on the line for 10 minutes and never got to the survey. I have no patience to be treated this way. Nor do I have the time to make several phone calls to the same.
I purchased a home that came with the HMS Home Warranty. I had heard that home warranties were difficult to deal with and never worth time or money. I should have listened to that advice before spending so much of my time on hold and time away from work for this awful company! My first issue occurred in June. The AC unit in the attic was leaking due to overflowing condenser. I put in a claim online and received a timeframe of 9am-5pm for the tech to arrive a few days later. So I took a day away from work to wait the entire 9-5. That large of a timeframe is ridiculous in this time and day honestly. The tech arrived around 1pm, wet vacuumed the condenser catcher that was rusted (so of course this has happened in the past) and said I am good to go. Ha. Well it worked the rest of the summer, so I was fine with the temporary fix.Not too bad yet right? Well, winter rolls around. It's December 2017 and it's already snowed in Richmond, VA. It's fairly cold out and my heater all of a sudden stops working on a Sunday. The fuse in the furnace in the attic had blown and the unit outside wasn't condensing correctly as it had 2 inches of frost all around the interior of it. The units weren't turning on so it was quickly getting cold in my home where both myself and my 2 year old daughter reside. I replaced the fuse, and all was good. A week later, the fuse blows again. I decided to put in a claim online (after replacing the fuse in the meantime and leaving it on emergency heat) and again received a ridiculous timeframe of 9am-5pm a few days later for a tech to arrive. Tech comes, checks a few things, and advises I need a full replacement of the two units and leaves the emergency heat on (which is extremely expensive).That was 12/13/17. As several people here have stated, I also got the whole "someone will contact you within 24-48 hours", "we cannot call you directly", back and forth about 8 times, and literally spent about 5-6 hours in total waiting for HMS reps to answer the phone, got put on hold several times, and even was hung up on. I even spoke to a manager this past Thursday, or so I was told is a manager (who can't make calls out, go figure), and she advised another manager that can do outbound calls (ha) will call me the following day.I told her several times that I had been told this the past 6 times I called you guys and waited 3 days without a call received, called you guys back, and still, told the same thing again. I asked, how do I know this isn't going to happen again. She was adamant that it would definitely not happen and someone will definitely call me tomorrow (Friday 1/5/18). I bet you can guess what happened... NO ONE CALLED ME. This is literally one of the worst companies I have ever dealt with.I am sitting in a cold home with my 2 year old daughter on emergency heat increasing my power bill exponentially and getting the runaround from both HMS as well as the service company they hired, Advanced Service Company. I would highly recommend NOT to do business with this company and if you happen to already have this company, don't even waste your time trying to contact them (you'll get that run around game they apparently do to all their customers), instead just cash out your warranty and recommend everyone you know to never purchase a policy through them and to cash out their policies as well. This company should not exist with this extremely horrible customer service and zero follow through.
This is the worst homeowner insurance I have ever had! My washer has been broken for over 2 months now and my claim is still sitting with the HMS research department. It took a month before they authorized someone to come and troubleshoot. Two different companies have come and neither of them were able to fix it. Both of them did two visit. Every time they come I incur additional cost for someone to help in taking down the dryer since it sits on top of the washing machine. Every time I call the customer service line, I wait for over an hour just to speak to a person. I’ve been very patient but am now frustrated since to this day, I don’t know when my washing machine will be fixed!!!
This is at best a waste of your money. I have had three occasions to use the warranty and each was a disaster. 1) Furnace: Our furnace stopped working during an extremely cold evening - well below freezing. I called HMS to get service. There no emergency service. I would have to wait 24 hrs to get covered service. I put up with a freezing overnight only to get a call in the morning that the get ‘HMS Approved’ service company did not service our type of furnace. At this point I’m in danger of freezing pipes. I call HMS, wait LITERALLY OVER 2 HOURS ON HOLD and explained the situation to HMS (yeah – ummm don’t care. Rules is rules). So I called a REPUTABLE service tech and he came out within the hour and fixed the problem. 2) Dishwasher: scheduled a service call for the dishwasher. I had to wait a week to get ‘HMS Approved’ service guy to come out. So after waiting 4 hours for the service tech I called. Well sorry sweetie – he ain’t comin’! They called the evening before to confirm the appointment and then do not show up and do not call. I call HMS to reschedule… was on hold for OVER AN HOUR to discover they already rescheduled and didn’t bother to tell me. That appointment again several days away. That is awful considering they stood me up. Should be the next day at the least.3) Plumbing: This is my favorite. Called about a plumbing issue. Service scheduled, plumber arrives 2 hours late with no calls. I had to call several times to see what was happening. A professional would call to inform of the delay but I guess HMS goes for cheap. Plumber cannot figure out the problem. He needs to bring an assistant to figure this out. OK – but he wants the $100 deductible which I foolishly give him. The next day HMS calls to say the plumber needs to remove wallboard to look at the suspect pipes. They don’t cover that work. HUH!? So now… I am not a plumber but I am pretty sure you need to actually SEE the pipes to fix the issue. But that is not covered? THEN – I am informed that they might not cover the work anyway if it is caused by something other than normal wear and tear. Guess who decides – yeah correct! – the get ‘HMS Approved’ service tech BWAHAHAH! So I paid $100 bucks for a guy to say something is wrong. Well thanks Captain Obvious. What a scam.
I am disgusted at my experience with HMS Home Warranty company. I filed a claim the day our clothes washer broke, they gave us a time, and my wife took off from work. Repairman never showed up, then we called the home warranty company and it took over an hour to reach someone. When we finally did they gave us a number to call the service company. No one picked up and then it said the mailbox was full. The next day again spent an hour waiting to get through to the company and then they assigned our claim to someone else. Another day off waiting. Well at least they showed up, but only to tell us that he knows the problem and that he will contact HMS.It has been over 3 weeks without a dishwasher and every time I call it takes 40 to 70 minutes to reach someone and then they tell me there is nothing they can do because they are waiting on parts. I asked them if they would just give me the money that it would cost to fix it and I would just go buy a new one so I could do our laundry and they said they could not do that. I ask to speak to a manager and was told one was not available. I WOULD NOT RECOMMEND THIS COMPANY TO MY WORST ENEMY. RIDICULOUS AND IT FEELS LIKE I GOT SCAMMED OUT OF A $1000!
I am currently renting a townhouse while we build our home. I've made two claims through this company and they both have been horrible experiences. The first one - we scheduled a time for the afternoon and they called at 8am saying they would be here in a couple minutes (which sounds great! Except meetings at work had to be cancelled at last minute when I had already made arrangements to have the afternoon off to let them in the house). The second claim is the reason why I am writing a review. I placed a claim for a plumbing issue - 6 degrees outside and the pipes are frozen. Leaving us with ZERO hot water in the house. They contracted out a plumbing company that was scheduled to stop by today 12-4pm (again I moved my work day around). At 4:30pm no one has been to the house nor have they called/returned any of my calls. After being on hold for 15 min with HMS - they tell me there have been huge issues with claims and they never got my claim even though I had a confirmation email of the date, time and which plumbing company was being sent to me. HMS told me that they don't have record of the email they sent to me and that "there was no way of you knowing we were having computer issues". The lady wasn't helpful at all. I waited two days for this claim to process... in the middle of winter. And now I have to take ANOTHER day off work and hope someone shows up to give us hot water. I WOULD NEVER recommend this company to anyone.
My hot water heater died and leaked water in my basement on 12/16; I went through a series of phone calls with various customer reps at HMS Warranty to find a service provider who could come out to fix. After not being able to locate a vendor who could come out in a timely fashion or one who was within a close geographic region (they gave me one provider who was 45 minutes away! and I live in a major metro area with 1000's of local plumbers) HMS finally referred me to their Honor Code program where I find the plumber and get preauthorization through another 1-800 # they provided which is through Cross Country Home Services. The two days in between finding a plumber, we were without water to the whole house because I had to shut the main water supply off to prevent further flooding. The plumber I contacted spoke to the rep as directed and after 20 minutes of back and forth on the phone, he received authorization to replace my water heater. I was instructed to pay the invoice and that reimbursement would be sent within 10-14 days. I was also given the amount they would reimburse which was not the full amount of the water heater installation (it was around $400 less). After 14 days pass and no reimbursement, I call to get a status and I'm told they have no notes of the providers/plumbers Service Report (a report they never asked the plumber to provide).The lady I speak with on the phone tells me the plumber now has to call the authorization phone number again to get info on how to submit this report but she can provide me no further info, she also tells me I need to send a copy of the invoice to an email address she provides which was never previously provided. So now I am calling various customer service numbers to include a direct phone # of a customer service rep who gave me her # to only hear a recording that there is over a 20 minute wait times to speak to someone/anyone who can help. This warranty service is a total scam. I think they purposefully make you wait days for a service provider to fix your issue in hopes you just go away and then they bounce you around to multiple reps who mysteriously take no notes of your conversation. Lesson learned... Make sure you record all phone conversations as it's likely they will "lose" your information/authorization so they don't have to pay the claim!!! Total boondoggle!!!
Very mediocre service. Our HVAC system went down and it took 1 month and 800 dollars out of pocket to independent contractors, despite having just renewed the yearly premium for 800 dollars. Multiple calls made to case management, regional director and even the president/CEO. No response. Would definitely recommend looking elsewhere. I know dog walkers who are more competent.
We recently had a sewage drainage issue, plumber had to remove toilets to clear drain. HMS Home Warranty refuse to pay for toilet removal. (REALLY??) Was told that is not a covered item. What is a covered item (not much).
I have had HMS Home Warranty for the last 4 years. Recently our dishwasher went out and they sent Doran construction out to take a look at my dishwasher. The guy came out and looked at my dishwasher and said that it needs a new circuit board. He said he will order it and he'll be back out in a week. After 3 weeks the guy still didn't call me or come back so I contacted him. Lo and behold he shows up at my house a few hours later saying, oh the part just came in today, yeah ok.After spending an hour in my kitchen he says the dishwasher is broke you'll need a new one. I asked them what do I do next. He said he will contact HMS and let them know. I called HMS sat on the phone 40 minutes waiting and had a guy tell me that we have to wait for him to turn in his report and normally it takes companies about 24 hours. Okay fine. Still didn't hear back from HMS so I called them a week later. Sat again on hold for about 35 minutes and the lady that picked up was extremely rude and told me there is nothing that I can do and that Doran construction told them they are waiting on a part. I told her that the guy said that the dishwasher is shot and that I need a new one. She said well there's nothing that they could do. So I'm out $100. Please avoid this company at all cost.
I have been without heat for a month now. I had to keep calling for updates because nobody contacted me in reference to the necessary repairs. I don't feel like a valued customer with the company. I asked to speak with a supervisor and was told that it would be 24-48 hours for them to return my call but I never got one. The company that came out has not followed up on my situation. The temperature in South Carolina has dropped tremendously and I still don't have any heat. I am a very unhappy customer with the treatment that I have been receiving since you all receive your payments on time.
I have had to deal with this company twice in the last 3months. First, my ac went out. They didn’t contact a technician until almost 3 weeks after claim so we had it fixed ourselves. Now, we wake up with no heat in house. I call and they tell me they are sending urgent request to service provider, but when I called service provider, they had no knowledge of this claim. Gratefully they are on the way I also asked abt the HVAC claim I made in late September. I sent them all my documentation and proof of payment and I asked to speak to supervisor. The rep hung up on me and I’m now on hold for 50 minutes. I WILL NEVER RECOMMEND THIS COMPANY TO ANYONE.I sent the receipt to HMS but they said Because they changed their id numbers between the time I made claim to now looking for reimbursement, I was just told they couldn’t do anything for me. I have since sent in the issue with the new claim number but I do not expect much from them. STAY AWAY FROM THIS COMPANY.
I have had my home warranty with HMS for almost one year now and the customer service has gotten from bad to worse over this time period. The agents will tell you items are covered or that multiple items are covered under the same deductible...only to find out later that’s not the case. HMS will apologize for “bad information” I was told but do nothing to make it right and instead stick me with a much higher invoice compared to what their agents initially said was covered. It’s really, really bad. The customer service is as bad as I’ve ever experienced. I’ve complained on multiple claims and they don’t seem to care. Do not buy a home warranty from HMS. You will regret this if you do.
My water heater broke and I filed a claim to HMS via phone. They quickly made an appointment with a technician for me. The guy came to take a look at the water heater and determined that it needed to be replaced. I waited a week to allow them time to process the claim however I did not receive any form of communication from HMS nor the contractor company. Then, I called HMS to follow up and they told me that they hadn't received the report from the contractor and they would contact the contractor to obtain the information.I asked them to get my update since we had been waiting and we had not had hot water for weeks during the winter. The representative told me that the research team would call me and let me know. No one has called. I called them back twice after my conversation with the rep to follow up and I received the same answer: "The research team will call and let me know." They acknowledged that they are 2.5 weeks behind but they would not give me an estimate when they would have a result of their research. It has been 4 weeks since I placed the claim. I still have not received any kind of communication from them and we are still waiting for my water heater to be fixed/replaced.
Up until my recent experience, I had decent service with HMS over the phone and online to place claims. I have been with them for 3 years since buying my home. The service professionals that were dispatched have been skilled, good customer service folks. Unfortunately, I have been extremely disappointed with HMS over my last claim and will be moving my business elsewhere at or before my renewal in June. Before Christmas 2017 my dishwasher stopped working. I placed a claim and the electrician was sent. I paid my $125 and it turned out not to be an electrical issue. Next, an appliance repairman was sent. I paid my $125 and was told the replacement part would be ordered. I waited 2 weeks, thinking the holidays may have delayed the part and called HMS for an update. I was told the part could not be found and my claim was sent to a research group to decide if they would replace the dishwasher. Two weeks later, they call to let me know I have been approved for a replacement dishwasher and they will send me the make/model along with an option to receive a payout and deal with a replacement washer/install on my own. Of course, my preference is to have HMS take care of the whole process. However the dishwasher option they give me is white and all my other appliances are black. The website link they sent me shows the washer comes in white and black. I call them to request the black washer and they cannot accommodate it, no explanation offered. I call back the next business day and request a supervisor to discuss my request, which seems very reasonable.Several days later on Super Bowl Sunday a supervisor "Theresa" finally calls. She is adamant that they cannot give me a black dishwasher even though it comes in black. I ask is there any other make/model that comes in black since I'm willing to forego any features to match my kitchen appliances. She says no, they have one supplier and this is the only item they have. REALLY??? A nationwide company has ONE supplier that has only ONE dishwasher model? I ask if there is a manager or director to escalate to - she says no, when the research team gives the answer, that is it no escalation period. She tells me they have given my another option which is to take care of the purchase and install entirely on my own for the $370 that they offered.The cheapest dishwasher that I can find is $298 before taxes - how will that cover both purchase and install. Note that it is now going on 2 months without a dishwasher. I am SO FRUSTRATED with this firm. I found their president is Douglas Stein and will tell him, every social media outlet, and warranty review site how bad their customer service is. I work in customer service and would be appalled if any of my team treated a customer this way. I hope Douglas Stein reads this review and makes this right.
This company is a fraud. I called multiple times for a clothes washer and I was on hold for over an hour. When talking they said they would call back within 24 - 48 hours and they never called. This same thing happened with my air conditioner except we did get a call back about 3 weeks later from an air conditioner contractor asking if we needed service. You can't talk with supervisors and if you have an emergency it's useless. They will not help you.
I’ve had an HMS Home Warranty since 2012. My 20+ year old water heater recent started to leak from the bottom and flooded my basement. Two plumbers quickly concluded that the unit needs to be replaced. Yet this process has dragged on and the past several weeks of dealing with HMS have been a NIGHTMARE!!!! The customer service wait times can be upwards of 45 minutes. And after waiting 45 minutes if you are disconnected, they won’t call you back… you have to endure another long wait to speak with a new person. There is NO follow-up. I’ve been repeatedly told that a representative would call me at various points over the past several weeks. No one has EVER called. I’ve requested to speak with a supervisor several times and was told that they were too busy to take my call but that someone would follow-up with me. Again, no one has EVER called.HMS Home Warranty is dishonest. They claimed they were unable to find a service provider for my claim after several days. On a whim, I decided to initiate new claims in an attempt to identify a service provider through their system. I was able to immediately schedule appointments with three. After pointing out that the shut off valve is still allowing water to flow into the unit… and leak out in my basement, I was told that my claim would be given an emergency status upgrade. I followed up two days later to find out that the upgrade never happened.It has taken them an outrageous amount of time (several weeks) to authorize my claim… and I’m still not entirely sure it’s authorized. After the service call, my claim has been in a black hole of the HMS authorizations and research departments. It has now been weeks and customer service just keeps saying “someone will call you.” At best, this is a really poorly run company. At worst, this is scam. Either way, I would strongly recommend against selecting HMS Home Warranty for your home warranty needs.
In the course of doing routine maintenance to my oil furnace, it is discovered the oil pump is bad. The company doing the work can do the fix and can get the part that day (Dec 20), but cost is $450. I call HMS Warranty saying I have this problem, I have a guy on site that can do the fix today - they tell me none of their providers can do the work before Christmas, but they will find another one for me. I give them the name of the guy IN MY HOUSE as a possible contact. Get called that evening with a new company that will come out - he comes out the next day (Dec 21) collects $100 deductible, confirms the problem is legit and leaves. Calls HMS and they tell him they have to ship him the part and it will get there after Christmas. I have no heat in my house and now won't have it until after Christmas. I call HMS, obviously not happy and they tell me since they can get the part for $40, they will only cover up to $100 in addition to $100 I have already paid, so I can have it done on my own, but they won't be able to do it until after Christmas. If they would have just told me that to start with, I wouldn't have run through this, but they caused me and my five kids stay in a house for 2 nights with no heat because they can only worry about their bottom line. Their service in the past has been hit or miss, but this is just insane. Calling the first technician to see if he can install the part today (22 Dec) so I can spend Christmas in our house. We luckily have a fireplace, and that keeps the temperature around 65 in the house.For our area (Southern Maryland), they have been good for appliance repair, but horrible with anything Heating or air conditioning related. They don't have local technicians and they squeeze the ones they do hard. All of the technicians who I have been sent have been professional. I should not be squeezed over a heating issue 5 days before Christmas. I called them to explain the situation and my concerns, and they let me down. If they could have just told me that they couldn't do it when I first called them, I would have been ok with that, but they insisted on wasting my time.
I am at 14 days today without heat or hot water and I can't get past the script of the customer service reps to a supervisor. First they could not find someone who could work on my system. Then it went to research to decide if they were going to repair or replace and know it is finding parts!!! It is Christmas weekend and maybe a supervisor will call back in 24 to 48 hours! Which is a joke because the last time I was told that was last Sunday so I'm at 60 hours now and still haven't gotten a call!!!I was supposed to hear back from tracking on the parts but never got that and when I called today I was told it was in research again!!! The biggest joke is the plumber they eventually got to do the work had already tracked the parts and was just waiting for an approval to do the work. If my plumbing freezes they will be responsible for all the repairs. I should give the bill for the electric heats I had to buy and am running 24/7. Stay away from HMS Home Warranty! When it really matter they fail miserably!!! Merry Christmas to all and stay warm!
Our refrigerator broke four weeks ago and HMS has failed in addressing the issue at every turn. They dropped our appointment the first week, then sent a tech that couldn't work on the fridge, then spent two more weeks failing to find another. We finally found our own technician who gave his report day of, and now it's been a week and we still have not heard back about a decision. I have spent at least a dozen hours on the phone with them, and am met with either indifferent or helpless customer service reps every time. We could have bought a new fridge with the amount we have spent eating out by now. The company is absolutely not worth it!
About 5 months ago I was speaking to Sears Repair Services about an appliance problem at which time I was sold an extended warranty for all my appliances. Last month I accidentally broke a door latch on my microwave and called Sears On November 8th. I finally had the door latch repaired on Dec 18 (part cost $34 and labor $175) my deductible $75 plus my monthly fees of $50... a few days after I had called for the Microwave. My freezer fan was making a lot of noise and I gots no error message. Called Sears to schedule an appointment. Today is Dec 21 and I had 3 technicians (mom-pop companies contracting with HMS/Sears) to Diagnose the problem. Today I am being told that there is now a 4th company that I need to schedule with. It’s been 6 weeks without a freezer and still no repair in sight. Supervisors are never available and I have been hung up on... transferred back and forth without any success! I will file a complaint with BBB as well!!! 1 Star is excessive!!!
20 days so far with no heat in dead of winter. I called them the morning I woke up without a working furnace. Since then, about a dozen calls to customer service over the last two weeks. Half those times ended with promises to call me back. Not once a call back. Last call I was transferred to an accounts manager (without asking), who was worse than any of the customer reps I spoke with. The HVAC guy has no faith HMS will actually come through. If this would have gone well, I would have been a customer for years. This will be first and last claim.
When our hot water heater broke, we were very pleased with HMS and their service provider. However, our dishwasher broke two weeks ago, causing thousands of dollars of water damage, and it has been a nightmare. They sent out a service provider that left our dishwasher in pieces around our kitchen and then despite their website and our warranty decided the issue with our dishwasher was not covered. They won't give me any information, so we are out the $100 deductible, have a dishwasher in pieces, and have no explanation on the issue. They deceptively state that dishwashers are covered and then find a reason to not cover the appliance. I think this is unlawful and deceptive. Pick another home warranty company if you have the choice.
I purchased a home warranty through HMS. I purchased additional coverage offered by the company which included coverage for our septic tank. The company freely accepted my additional premium payment. I had maintenance performed on the septic tank and submitted the claim. HMS representatives first told me that they needed more information. I provided them with all necessary information. They delayed further and asked for more information. I reiterated that they already had the information. Several more weeks went by. HMS finally admitted that they had the information and that the claim was approved and payment would be issued. No payment was received. I called back several weeks later and was told payment had been issued. No payment was received.I called back again and was told that the check may have been "lost in the mail" and it might need to be re-issued. No payment was received. I called back again and was told that in fact, payment had never been issued, that the claim had just been approved 3 days prior to my latest call, and (wait for it)... That payment had now been issued. To make matters worse, they now said that payment would take up to 4 weeks to receive (several months after first submitting the claim). They seem to be willing to take your money, but they sure don't want to reimburse you for legitimate claims made under the policy. Beware.
I purchased this warranty almost 8 yrs ago following the purchase of our home. Since that time I can count on one hand the number of times I have had to call. However, during the past 6 months I have had to call regarding my fridge & now dishwasher. I have received horrible service. I waited almost a month for my fridge to be repaired and have now waited 3 wks for them to fix or replace my 15 yr old dishwasher. The customer service is lousy, cannot speak to a supervisor and they will not call back within the 24-48 hours as they claim. My claim has been in review for over 7 days while they decide they cannot find the part to fix it. Still no calls back.
Customer service was horrible, my water heater went out, it's been over week and still won't give me answer when it will be replaced. I also have needed dryer and stove repairs and the companies have already come out, submitted what is needed on their end and said HMS is backed up because their new system, it's been over week. This is not what I paid or signed up for!!
HMS has been one of the most difficult organizations to work with. We had a water heater go out. We called- they had NO ONE to send. Told us to find our own contractor and to have them call and get the work preapproved. We did everything AS TOLD to a T. That was October 28. They approved the work and told us to pay and then to send the receipt. We did everything EXACTLY as we needed to do.A month later- no news on the refund. I called, was told they were "reviewing it". Called again a week later- was told that, "Good news! A check was being mailed on Dec. 1st and I would be receiving it." A week later- NO Check. I call. Was told it takes 7-10 business days to get mail (WHAT?) and that I would be receiving it by Friday 12/15. YESTERDAY 12/13, I get an email telling me they need further documentation from the COMPANY, that they just reviewed the file (HUH?) and that once I send them the information they need (which by the way was ALL preapproved when they spoke to the contractor on the phone Oct. 28!) they will cut a check. So I called the contractor and have to work with them to get the information they need.They are completely RUDE (I spoke to Carolina 12/13, Ben and someone else.) and unwilling to work with me. They expect that over six weeks later I can produce something that I don't have and was never asked for when the contractor was here. They are holding my money and it is Christmas time and the BEST part is- the warranty expires in about 10 days or so and every couple of days they call and ask us to renew. My best advice- stay away! It is NOT a trustworthy or easy to work with company. I am starting to think it is a complete scam.
We did not purchase this warranty, it was included with the purchase of our home. I would never purchase a warranty through this company or recommend to anyone. We had a problem with our oven/range. Called and they were very friendly and sent someone out. However that's where the service ended. I submitted all the required documents for reimbursement 5 times now over two months and have yet to receive any reimbursement. All I get is the run around. Seems as though they drag it out as long as possible until people forget or the warranty period has ended. I have already informed our realtor about their horrible service and recommended they do not stay with this company.
I had to file a claim last week 12/5/17 due to flooding in the garage from my electric water heater and arranged to have a plumber respond on Thursday December 7th. The plumber came on Wednesday to inspect the heater and later in the evening we paid a $50 deductible in which he explained it could take 24-48 hrs to get a response of approval from the home warranty. Well today, Dec 11th my hot water has stopped working. I called HMS this evening and explained what happened. The representative started off sounding sympathetic and explained this was not considered an emergency. I responded by stating my husband and I have six children and we cannot take cold showers at almost winter time. His response was to boil water. WHAT! Are you kidding me? Even if you are unable to provide service, don't be insensitive to a person's problems. I am so disgusted by his response and now I have paid a deductible for no work, purchased a brand new water heater, and had to pay a plumber for installation and cannot be reimbursed through my home warranty. What a great way to spend Christmas. My husband and I are not pleased with the service AT ALL!!!
Filed claim on Oct 30 2017 for furnace not firing, shutting down etc. It is now Dec 11 2017 and I still have no heat. The repair company ordered the parts, which must come through HMS, and nobody seems to know where they are. I was promised twice that a supervisor would call me, but never got one call. I told them it was now an emergency, as extreme cold is forecast for my region this week. The rep was very nice... but I'm sick of nice people who do nothing. This morning I called the repair company and they still have received no parts. So I ordered the parts online and will have them Wed, I will install them myself as I have learned quite a bit about this now, and I WILL DEFINITELY NOT RENEW MY POLICY WITH THIS INCOMPETENT COMPANY.They market their policy as "Peacemaster" for peace of mind. I am nearly panicked that my pipes will freeze and all I get is shrugged shoulders from everybody. It's unconscionable. I intend to file fraud complaint with my local agencies as well. This company makes you wait forever on the phone, today I hung up at 40 minutes on hold... they took my premium money and delivered NO service at all. I too would give zero stars if I could. In my opinion, this company is a rip off and deserves to go out of business.
My furnace went out about a month ago. A service provider came out to look at. They ordered the parts only to discover that part was no longer available. The service provider contacted HMS 3 days later to inform them that the part was no longer available so they needed to replace the furnace. HMS told me they had to search themselves before they would replace it. They couldn’t find the part then they authorized the repair. They sent the service provider a downgrade furnace. The service provider called to tell me what HMS did. I called HMS and it’s suppose to take another 24-48 hours to review. We are at day 27 without heat in the middle of the winter. Ridiculous!!!
I called to get my dishwasher serviced. It would not come on. Took 6 days to get someone out. Repairman was knowledgeable and friendly. I paid him the $100 deductible. He ordered the parts to repair but indicted the dishwasher may be replaced. 3 weeks go by and nothing. No contact. I call to follow up and after staying on hold for 50 minutes. I'm told a part was on back-order. I ask to speak with a supervisor and I'm told they are all busy. I leave my name and number. 2 days later I get a call from a supervisor who tells me he is sending out a replacement dishwasher a GE the (cheapest one). It will be 4-5 days. So 5 days later I get a call back saying the dishwasher is now on back order and the company wants to know what I want to do. So I call back again and wait on hold over an hour and hang up. I call back and ask the receptionist to speak with someone in charge. She wants a name of a supervisor. Again I say anyone who is in charge and can make a decision. A manager, supervisor whomever. I get put through to a supervisor's voicemail. Still nothing. This is the worst experience with a service company ever. While you are on hold the message keeps telling you they make home ownership easy is their goal and thanks for being a valued customer. Did I mention I have been with this company for 18 years paying them every month. I used them over 10 years ago and they were great but now STAY AWAY!!! Take the money you are paying or will pay this company monthly and set up a savings account so you can be self insured. I could have gone to Best Buy and had new dishwasher installed for $450 within 4 days.
HMS Home Warranty (HMS) aka Homesure of America, Inc. does not uphold their commitment to its customers. I have been a client of this home warranty company for almost 2 years and recently their service simply turned for the worst. The issue that I have now is with an open claim being unresolved for over a month. Since October 19, 2017, HMS has failed to respond to any of my complaints regarding the repair of my washer machine. In fact, I have called HMS continuously each week since the 19th of October and all I get is, "the part was ordered and was delivered to the repair company." And each week, they tell me the same thing, but change the date of the so called delivery of the part. They refuse to contact the vendor as stated yesterday by a person in their claims department stating "we cannot do that". Nor can they check the status of the delivery receipt. Instead, they leave you on hold for greater than 45 minutes, just to transfer you to another agent that does the entire process all the same. Nothing with this organization is valid with me anymore and when requesting to be removed from their company as a member, I was told that since there is an open claim, that if cancelled I could be held liable for any and/or all expenses left remaining on the account. What kind of customer service is this, leaving the repairs undone, even after the customer has paid the monthly premium, and the deductible for the service requested? And let's not forget the appliance company that they hired to come out to do the work, Williams Appliance Repair (WAR). WAR simply doesn't answer any phone calls or respond to any voicemails that you leave. They simply come out to your house and tell you what's wrong with your appliance and collect the deductible(s), never to be heard from again. HMS Home Warranty should not be allowed to do business in this country and continue to rip off homeowners. They sub-contract business and hire companies that has no reputable experience and fail to follow-up on any job assignments. My advice is to never purchase a home warranty from HMS Home Warranty and if you do, keep it month to month only because it would be ages before you get anything done. Just hire Sears to do the work. Good luck!
With as much as we pay, I very dissatisfied with my experience with this company. We have been without heat in our house for two weeks and counting. It went out Thanksgiving weekend when we immediately called HMS to report it and scheduled someone to come out and look at it. We called every few days to see what was taking so long and it turns out, a week after our report, they were still deciding on if they should repair or replace our furnace.The following week, it snows in Indiana and temperatures dip down to 19 degrees. Mind you, we have dogs that have to stay home all day while we are away at work, toughing out the cold temperatures. Soon after the snow falls, our child develops a fever. Two weeks is more than enough time to make a decision. This should be illegal. HMS never called us to inform us of our claim's progress because there was no progress being made. They are putting our family's health in danger and raising the risk of further damage in our house like a pipe freezing and bursting.
Our boiler has been damaged for almost 1 month now and the issue is not resolved. Our CO2 alarm went off in the basement on 1/8. HMS sent a technician on 1/10, whose assessment was that the boiler was damaged and needed to be replaced. The next contact I had with HMS to verify they received this assessment, HMS told me that technician would not be able to do the replacement, and that they would need to send another technician out. They sent someone named Dino out to the house on 1/15 and he said that the boiler was a maintenance issue because of soot build up... so HMS said they would not cover it anymore. Dino came back out to the house on 1/22 (a week later) and then changed his mind and said that he couldn't fix the problem and that the boiler needed to be replaced. Incompetent. I called HMS on 1/23 and they told me that the next step would be to verify with the 1st technician (AMC HVAC) that the boiler was damaged and then they might need to send a 3rd technician (for another deductible!) out for another opinion!! I did not hear anything from them for a week. I called them on 1/29 for an update and they had none, except that the claim was denied... the person I spoke to on the phone had no idea what was going on with previous conversations I've had with other HMS reps. I asked to speak to a supervisor... there was none available, and I was told I'd be called in 24-48 hours... 72 hours go by, no call. I called them again on 2/1, and was told no supervisor available, and that one would call me in 24 hours or less. Well... it's been more than 24 hours. HMS does not want to pay to replace a damaged boiler. They sent an incompetent technician named Dino out for a second opinion, and most likely asked him to make it a maintenance issue so they wouldn't have to cover a replacement. Even after Dino admitted on his second visit that the boiler was not fixable and needed to be replaced, HMS is still avoiding a resolution and is basically ignoring me at this point. I have never been so mistreated as a customer by any organization. Meanwhile, it's dead of Winter and we have had no heat for almost a month. HMS does not care about its customers and has no regard for their health or safety. There was another story about them in the news about a week ago, and I'm not surprised. I plan on going to the news with my story next.
I've had HMS Home Warranty for two years on both of my houses and I've been dealing with an AC situation since June. I called HMS Home Warranty, I asked them how to go about it, they gave me instructions and I followed their instructions. I called the service company and they came to clean my air conditioner in both of my houses. One charged me $100 and the other one charged me $89 and I had to pay for the service and then I had to submit the claim. I have sent copies of those invoices three separate times and on the day they did the service, the rep of the company where I got it serviced in Pennsylvania took a picture of the bill and emailed it to HMS. I called her after I talked with HMS' rep in North Carolina and she did it again. They billed five times and nobody has called me.There's one number that I called and it said that there will be a 20-minute wait but I waited for half an hour until somebody got on the line. I went through my whole explanation and she asked if all my information was updated and I said yes and we got cut off and she never called me back. Every time I called, everybody was friendly and they would say that they're going to take care of it but they never did. The last time I called, I talked with a very sweet young lady in North Carolina and she promised me she'd get back to me the next week but I haven't heard a word since then just like when I talked with the rep in Florida the second time I sent everything.I'm so disgusted. The first year I got the warranty, it was about $549 a piece. This year it is $635.88 for each of these two houses and I pay my bills early so to be treated like this has really ticked me off. They originally said it would take up to six weeks to get it so I wasn’t expecting it to take six months. None of the people are reliable and I don’t understand it. However, the techs were all wonderful. I had a claim in Ocean City and I got one of the companies that they suggested and the air conditioning tech came out. He was wonderful, he did an excellent job and he was very friendly.They have some serious problems and I've been recommending them to a lot of people. My son who's in real estate was the one who recommended them to me. But, he called me last week and told me that if I don’t get this resolved, he's going to call the salesperson and if it's not resolved we're all quitting them. I told him that I won't recommend them anymore.
My issue with this company is several layers deep. First, just about a month after moving into our new home, we had a small electrical fire in the laundry room, which was caused by a faulty outlet that had grounded out to the water lines, causing all the water lines in my home to be electrified. I called and the provider they gave me said it would be 2 WEEKS before he could come out! So I just called my own person and paid out of pocket. Next issue came when we turned on the boiler for the first time, once again we needed fast service and their providers were all several weeks out, so I got my own help. Next my cooktop stopped working. I made the claim in May 2017, and my policy was supposed to expire in June. They assured me that even if it took longer to process I would still be covered. They sent out a service guy from Sears who put the part in “research” then nothing happened for about a month. I called back and they sent a 2nd guy who told them they needed to replace the stove. All was well, I received a call telling me which stove I could have and asking what color I wanted. I selected the black one, and was contacted by the delivery company for a delivery date. On my delivery date no one showed up, so I called and was informed that my driver’s father had passed away the day before and they needed to reschedule. So I had to take a 4th day off of work for the new delivery date. When the stove arrived it was bashed in and totally unusable (it was also white, not black) they took it back with them and had me sign a paper saying they took it. I called the warranty company about it and they put me “in research” because they didn’t think black was an option. Fast forward to December, I still have heard NOTHING from HMS about my stove, so I start calling weekly. Every week I’m told it’s been put “in research” and they’ve expedited it and put a priority flag on it. January 18th I call and I am told that they changed their “research” process and my claim had been lost REPEATEDLY. I call again today (1/29/18) and I am told that the claim is so old that it has expired and so has my policy. After demanding to speak with a supervisor and waiting 35 minutes on hold, the supervisor still has no idea what is going on and I am on hold yet again. Current call length is 1:23:36 and I’m still on hold. Pretty sure I’m never getting my stove. Warranty policy was a WASTE OF MONEY!
I have never experienced such bad customer service before. We filed a claim on our broken washer on Jan 1. The man that came to fix it said the circuit board was broken and he had to order it. He could not come back until Jan 12th. I thought that would be inconvenient but we could get by for 12 days without a washer. When he came back he informed us the pump was also broken and that HMS was not approving him to order one and install it. On the 16th we were told that we could choose to have them replace the washer or they would give us a check. We choose them to replace the washer. The person told us it was approved and would take 3-5 days to arrive but they would expedite the order. Well that was not true. On the 18th we were told that the washer had not been order but would be ordered that day & would be here in 3-5 days. On the 24th we called and the person said that yes the washer was ordered but 5 days was not until the 25th and we would get a call during the day on when it would arrive. We received no calls during the day so my husband called again that evening. Now we were told that it was not ordered and that she would have a supervisor call us. This morning I called and the person on the phone flat out told me that the washer had not been ordered and she had no idea when it would be ordered. That we had been lied to and she was just telling me the truth. She said that there is a note on our account for a supervisor to call me and that they have to call back between 24-48 hours after a request. I informed her that we had asked for a supervisor to call us back on the 18th (5 days ago) and never received a call. I am so furious. I have never dealt with a company where the customer service agents just lie and are so incompetent. After we finish with this order we will be switching over to another company and will never recommend this company to anyone else. I would give them 0 stars if I could.
Buyer beware!! Don't buy this product. We've had two claims since we bought an HMS Home Warranty. 1st: Clothes washer. We had a high end Kenmore. The repair parts were no longer available, so the coverage offers a "similar product" replacement. The only thing similar is that they both were clothes washing machines. A Yugo and a Cadillac are both cars too. The "similar product" was a low end "apartment grade" washer worth 40% of the value of our machine. OR we could do a cash buyout. Which was the purchase price of the low end machine. We also had to wait for hours on the phone to talk to customer service. We still have not resolve the issue with the washer.This Home Warranty product is a joke. Don't buy it, unless you don't plan on using it. Oh yeah, issue 2: We are also having a refrigerator problem as well. Been trying to get it fixed for 2 and a half months with no luck. Now they are telling us we might have to get our own repair person to fix it and they might reimburse us the full value of the repair. Based on our experience to-date, I'm kind of doubting that. We live in a major metro area, but their list of technicians is so short they can't get anyone to come and fix it. Technicians that have showed up are telling us that HMS is impossible to work with as well. And, insult to injury... $100 upfront payment anytime a technician shows up for a new claim, yet nothing's fixed. We have spent countless hours and it's been a exercise in frustration. Note that we've looked on the BBB website. HMS has 2 positive reviews and 70 negatives reviews and 1771 complaints. So it's not just us.
I am writing to express my disappointment in HMS Home Warranty and the air conditioner contractor that was sent to fix my cooling problem. T&S; Comfort Specialist is the company that was contracted from HMS to completed my installation of the coil for my AC unit. I contacted you several times to share my disappointment with this company but nothing was done. I called you originally bc my guest bedroom wasn’t getting as cool as the other rooms in my home. T&S; came to inspect the problem on 4/12/17 and stated that my coil was leaking and needed to replace. (Also recommended replace 410-A, Horizontal Coil, and Big Cal.) I was told once this was done, my room would be cool. I received a called from HMS stating the approval of the coil installation and purchasing of the coil. HMS approved and would pay for the installation of the coil and would purchase the coil. But they would not cover T&S; Comfort non-covered charges of $1125.00. T&S; told HMS their non-covered charges consisted of a new float switch $125, Reclaim $200 (drain old liquids), $200 Disposal (old unit), $100 copper modification, $100 Drain modification, and $400 Duct modification. I spoke with Natasha who works for T&S; on 5/19/17 early morning and she stated that guys would arrive early but she called back later to say they were running late. Two Hispanic guys showed up with street clothes on stating they were here to install a coil. They didn’t have a uniform on so I asked them to call their boss. Immediately after hanging up the phone, a young man with a T&S; comfort uniform showed up with Freon and another item to give to the 2 Hispanic guys. This young man also took my credit card payment and call in a payment over the phone before the coil was installed. He stated they usually take the payment beforehand. He also stated the two Hispanic men would be installing the coil. I asked him about the duct, coil and drain modification and he got very defensive and stated that those were nothing special and basic work. I explained to him that the first representative that they sent out on 4/12/17 stating it was indeed something special and extra work. He called his boss and I spoke to him and he stated the original guy that came out on 4/12/17 was confused and told me the wrong information. After the 2 Hispanic guys installed the coil, my guest bedroom still wasn’t cooling. I asked them did they complete the Drain, Copper or Duct Modification and they said “No". They stated, “We were contracted for this job and only hired to install the coil.” They immediately called their boss. I spoke to the Hispanic guys boss over the phone and he confirmed the information. So basically, T&S; comfort arrived to take the payment but contracted the job to someone else and isn’t sure what was completed. I called to tell the owner of T&S; comfort that my bedroom still wasn’t cooling. I also reminded him of the non-covered charges that was included in $1125.00 and he stated that I would need to call in another claim to have duct work done. I truly believe that this company is very fraudulent and are not completing the work that they are billing for. I also asked the owner to come to check the unit as soon as he is available. He said he would come the next day because he would be in the area but never showed up. My home warranty company called to ask. I asked you to call T&S; to follow up. He stated he would charge me a new deductible of $100 because a new claim should be filed because of possible duct work need to be completed. I decided against having this same company come back to my home. I asked for a new company to come to follow up. I paid the new company $100 deductible to check the issue. The new company completed the work on 6/8/17 and also shared with me that the copper, drain and duct modification was not done. He also stated that my unit still had the original material from when my home was built 8 years ago. The new company also stated my duct dampers was closed and had to be open so airflow could come in the guest bedroom. T&S; is a fraudulent company and should not be contracting this work out. All of the itemized items that was supposed to be complete according to my home warranty company was not completed. I still have debris coming from my vents bc something wasn’t cleaned properly. T&S; Comfort took my credit card information before the work was completed and contracted this job to someone else. I am really disappointed in T&S; Comfort Service and HMS Home Warranty. HMS agents claimed to take my report but after calling a few times speaking to other agents nothing was in a report. I asked for a supervisor to call and that took forever. The supervisor callled and said HMS has nothing to do with how T&S; did business. I do not think I should have to pay $1125 for services that wasn’t completed. I have submitted a complaint to the BBB for T&S.; HMS need to do a better job of selecting their contractors. This was the worst experience ever! This is absolutely ridiculous. I called in to complain several times and was told no one ever recorded my complaints with this company. I do believe you should follow up with T&S; Comfort about this work order. And I also found it strange that you can’t speak to a supervisor directly when you call in or that there isn’t a email contact for a complaint on your website.
We've had an HMS Home Warranty for about three months now. We've been having issues with our furnace, which keeps pumping out cold air, forcing us to manually turn it off and back on. It typically takes us 20-30 minutes to get a hold of a person when we call. The first time we scheduled for service, no one showed up. We called back, complained, and finally got someone to come over a day or two later. They did not resolve the issue, as the furnace continues to periodically pump cold air, forcing us to manually turn it off and back on. We have requested another technician come and resolve the issue. It took a bit of complaining for them to agree not to charge us another deductible. Unfortunately, we had another no-show. So, to sum it up, 2 out of 3 appointments have been no-shows and the one that did show up did not resolve the issue. We are definitely not getting our money's worth.
I wish I could give zero. This company is criminal. We are 7 WEEKS into an oven repair. We've had multiple service providers (all terrible), delays.. back orders. Providers don't show up, don't return phone calls. Warranty company says too bad.
DO NOT PURCHASE. I'm am in process of filing Better Business Bureau.
The only good thing I can say is at least I didn't pay for this warranty, the sellers did. They don't actually cover anything and will be quick to tell you which section and paragraph proves it. The first HVAC guy they sent (yes, guy, not company) showed up in a random civilian truck with no tools, no business cards, no invoice, and no way to prove who he was. The company name didn't exist on google, yelp, or the BBB. I definitely will not renew and will be sure to tell everyone I know to avoid this warranty company at all costs.
AVOID AT ALL COSTS. I've been in contact with them for 3 months. The one person they were able to send out replaced the same part twice and literally said that they had no idea what was causing the problem. I have spent the last 3 months on the phone with them and everytime they say someone is going to contact us in 24 hours, no one ever does. I have to call back and they put you through the same steps as before and still no one has been out to fix the problem in over 3 months. I talked to management and they did the same thing as before and said that there was no one else above them to help fix the problem AVOID AT ALL COSTS.
If I could give zero stars, I would. This home warranty company is by far the worst I've ever worked with and a waste of money! From covering almost nothing they say they will, to charging a copay and having to wait over a month to get the job done, to them saying it was done when in fact nothing had been fixed yet - worst company out there. Their reviews on the BBB are horrendous and I don't understand how they're still in business.
Please don't give them any more money.
By starting off they are the worst home warranty company!! I have now been on the phone with them for 52:00 min and still waiting!! I had called them prior to this phone call on 12/27/2017 for my pilot light in my water heater not staying on 3 days it took me finally to raise hell after having to stay on the line while trying to deliver mail over an hr got disconnected after like 35 min of holding waiting almost an hr again that same day!! I was so frustrated I waited again to the next day!! Same thing again omg I was mad... Finally 3rd day omg a guy name Sunny from the upper of Hms called me and finally got my heater fixed!!! I'm glad I didn't have to pay for this warranty because I would be even more mad..
We purchased a home and HMS Home Warranty came with the home. This company is completely dishonest, unethical and will do anything they can to take our money and NOT protect us from anything that we need them for.
1. Two garage doors were broken, discovered upon move-in. HMS would only cover one of the two doors. So we paid the $100 deductible, for that, and their repairmen fixed it. We called a local repairman for the second door, who charged us 1/2 the cost of our deductible to do the whole (SAME) fix. Wish I'd found him before I paid the deductible for the first.
2. Two broken HVAC systems. HMS paid nothing (NOTHING) and we replaced them entirely- costing us $24k. Why do we even have this home warranty???? However, on their website, they tout that HVAC systems is one thing they DO protect you against. NOPE.
3. Broken toilet- has flushed with 80% reliability ever since we moved in. They told us to pay the $100 deductible for their choice in plumber to come fix it. We did. They won't approve the fix. We called to ask why. They said because the plumber reported back that it was sediment in the toilet preventing it from flushing. I called the plumber and asked them to email me his report. He did. He reported it was old from wear and tear, and time to be replaced. There was no mention of sediment in his report. I called back and told HMS this, and they said they don't insure against "wear and tear" or just old age... which is something their website clearly states they do.
On HMS' website: hmsnational.com/homeowne…
"What customers are saying: My house was starting to get to the age where things might start breaking down and a friend recommended HMS Home Warranty."
FALSE ADVERTISING AGAIN.
Re: the toilet issue. We called multiple times. After putting me on hold for 15 minutes, each time, they conveniently can not locate a supervisor or manager, but assured me that one would call me back within 48 hours. NEVER HAPPENED.
This company is horrible, and honestly offends my sense of ethics and credibility.
AVOID HMS AT ALL COSTS, it is just a large scam, they never cover anything, their customer service is shockingly awful. I had an HVAC issue and the first visit they said nothing was wrong, the second visit actually tried and found something very wrong and fixed it. I had a toilet stop flushing, calcium buildup over 40 years, they found fine print not to cover it. Water main issue, water flooding into home, on a weekend, they just said to wait for a weekday. I got it taken care of after their "emergency" provider ignored me. Then then chastised me for having unauthorized work done. Thanks for nothing but taking my money, stay far far away!
An HMS home warranty will be the biggest waste of your money. As a new home buyer, a warranty is supposed to be a safeguard against things that go wrong unexpectedly and instead, dealing with them has been a major headache. I've had issues with several of my major appliances within my first month of closing to which I was told they would not be covered because they were "pre-existing conditions", yet these issues did not come up in my home inspection. When I asked the customer service representative how the technician determined this condition was present before closing, she simply stated they trusted their technicians.
On top of that, I have yet to even receive anything in writing whether in email or by mail anything about my policy, claim OR EVEN PAYMENT CONFIRMATION. I brought this up to a customer service representative who explained to me my email was taken down incorrectly. In speaking with a separate customer service rep a day later, the issue was still not corrected.
HMS was supposed to be the hero in my story and they have turned out to be crooked villains who will do whatever they can to keep you from getting the help you pay an expensive premium for. Just put your money towards a new refrigerator instead and save several weeks of your time. And heart burn.
Absolute joke!!!! I have never bought one of these and never will. I bought a house and this came in the mail shortly after we closed. Apparently the sellers bought it and I simply missed that(or didn't care as I have always heard how worthless they are).
I had a plumbing issue that turned out to be a septic injector pump had gone bad, which any reasonable person would assume it would fall under plumbing or septic. Naturally, this is not covered. They will cover a sump pump, but not this one.
I figured I'd try since I was given this warranty with the purchase of the home, but this confirms my feelings about these home warranties. Certainly not worth the money!!!!
HMS Warranty is the WORST company. Do not waste your money.
My AC unit broke down on 14 June and I am on DAY 32 without an air conditioner. There should be a way to give NEGATIVE stars. This company would rate a -10'stars. My house is 86 degrees upstairs, my wife and son are sleeping in the basement, and now our other AC unit can't keep the basement and the main floor moderately cool.
All of their reps (Sonja, Dexia (2x), Tim, Tom, Casandra(3x), Tanecia, Katy, Ashley, Comecia, Cory, Sherita, Libra, Ruth, Laurie, Tanya, Shernita, Michelle, and Lindsey) are trained to say "I am sorry, but are not customer focused. When you ask to talk to a manager the reps kindly let you know that a manager has 24-48 hours to call you back. POOR CUSTOMER SERVICE!
HMS lied about expediting my AC parts from Carrier. The truth is that it was the normal 3-5 days. The worst was when the part was reordered last Thursday and I called today, I was told by Michelle that it was LOST but the parts were reordered today with another expedite of 3-5 days.
Additionally, they hire subpar contractors to do the work. I found out my AC contractor has an average of ONE Star on Yelp. He delayed ordering the parts by 3 days, cancelled repair times three times, finally came to fix it and then blamed my wife and i because it was frozen over. He never told us to turn the AC off. We were trying to keep air flowing in the house.
I will continue to provide daily updates to this excellent example of a company who is NOT focused on the customer, but are invested in delay tactics meant to frustrate the customer to get their appliances fixed elsewhere at the customers expense. DON'T USE HMS!!!!
Found out from the Contractor that HMS authorized the purchase of three out of four parts needed for the AC to work. HMS refused to order the fourth part, a drain pan, due to the price: $325. My case manager, Casandra, told the Cont she was "researching other options", as my wife, family, and pets swelter in the heat. The AC cannot be put back together without the drain pan. The house is now 88 degrees upstairs and the downstairs unit is starting to "strain" as it cannot even keep the house below 76 degrees. This is due to strain and the increased heat outside. Cassandra finally called me at 1600ish and proceeded to "fib" to me and say that the drain pan was never ordered, despite Tim telling me on last Friday that ALL FOUR parts were ordered on Thursday at 1604. I told her that was not true and requested authorization for the Contractor to pick up the part on Friday. Cassandra stated she would call me back and of course she did not.....HMS/Cross Country Home Warranty...GRADE: F....DO NOT CHOOSE THIS COMPANY
AVOID! I finally had it with dealing with substandard service providers after my AC broke every 6 months for 3 years and they kept patching it with substandard work. It's all about patching to the lowest level of service possible. It's not worth it.
This place is THE WORST. I have been without an oven for 2 MONTHS! And Thanksgiving is next week. How the heck am I supposed to cook a meal with no oven?!?! And forget trying to call them. I am right now on hold and have been for 49 minutes. What a joke! DO NOT do business with this place. They do not care about anything but taking your money.
I so wish I had read these reviews before I had let our Long and Foster agent persuade us to invest in HMS!!
This is the worse company ever. Last year it took them over 3 weeks to repair our water heater, mind you this was in may and I was 8 months pregnant!
Now our AC broke Friday, we had to wait until Monday until they sent a company that at first refused to look at our system because he said all it needed was flushing. After I basically forced him to check he realized it was indeed broken (as if the gallons of water that had poured on my floor Friday weren't an indication). During our whole interaction the guy said most likely this wouldn't be covered and of course it's not covered....
We had previously used an other AC company to flush the system and they had quoted us $25 to come see the system this time. The HMS mandatory company asked for $100 non refundable!!!
Probably the worst company I have ever dealt with in my life. My realtor paid for this service as I have never bought home warranty and Long and Foster with providing such an incompetent firm. Here's their business model, file a claim, pay your $100 deductible to the cheapest and most incompetent service tech's. in they area. Youl will not see a single tech/business on Checkbook or Angies list nor will they have a web site. They are guys working from their home/truck w/ lack of education in their profession and horrible customer service just like HMS.... Better off paying some moneyout of your own pocket rather than having someone incompetent ruin your appliances.
Shame on you Weichert Realtors for lending your name to this company. "Weichert Realtors announced the launch of its new Claim-No-Claim Home Protection Plan. This home protection plan, provided through HMS Home Warranty, now includes coverage for unknown pre-existing conditions, lack of maintenance and jetted bathtubs in addition to the coverage already provided by the previous protection plan."
A month into simply trying to get a washing machine fixed. Policy paid. Maintenance fee paid. Crickets... After several messages with the preferred vendor and speaking with HMS I am now advised that something must have happened in the shipping process? Not to worry, they will research that "snafu" and get back with me in 24-48 hours... (interesting. when I ship and get a tracking number I can usually get an answer a little quicker!)
Due to the significant amount of time waiting on resolution of my repair, HMS offered a dollar amount to me to seek my own vendor/contractor to resolve the issue. Of Course it's +50% less than anyone is willing to take on the job AND there's no promise of HMS' contractor diagnosis, so there ya go.
The irony and opinion(s) regarding this matter is not lost on the Service Rep/Rep Manager/etc... I'm told they hear this kind of thing all day/everyday. "You're welcome to deal with it or move on, either way HMS is paid"
I'd encourage a different direction if this company is in the equation. And shame on Weichert Realtors for this association.
Awful Awful company - do not let your agent trick you into thinking this a is a worthwhile investment.
Do not use this company under any circumstances. Our refrigerator has been broken for SIX WEEKS and we keep getting the runaround from HMS. No sense of urgency in getting things done and supervisors can't be bothered to return phone calls. Had to skip work on six different occasions to get service people to our home, and yet the fridge is still broken. They've assigned us to two different companies so far who can't fix the fridge and they've ordered 4 different parts, instead of replacing a 10 year old fridge.
On 2 separate occasions and for different claims, I have had issues with this company taking anything seriously. They have demonstrated that the fact they do NOT really care about your problem. First time was a blocked upper level plumbing that had been backing up and putting water into the ceiling for sometime days after we moved into our new house. The ceiling nearly collapsed on a Saturday and HMS wanted us to wait until Monday to start the claim - really?! I have sewage in my ceiling and a ceiling that is collapsing at that! This resulted in us using our insurance company who was fantastic and had the whole thing done right away. The plumber did his thing and fixed the problem with the plumbing, a salvage company took care of cutting out the drywall ceiling, cleaning and drying all done by Saturday night. By that Tuesday, the blowers were gone and the contractor for fixing the ceiling was here doing his thing. HMS would not have had anyone in before that Tuesday - with sewage and water on our ceiling.
Next was an appliance repair specifically our refrigerator that developed a water leak while I was out of town. No water dispenser so had to be from the ice maker. My wife shut off the water and made the claim. No real rush on this matter and was thought to have been repaired until the second occasion of malfunction which happened overnight last night and only 9 days after the initial call. Water leak started again and froze over the vents and entire bottom of freezer inside this time (first time leak was external). The fridge was at a toasty 58 degrees and rising and the freezer was initially at 6 degrees before starting to fall again to as low as -6 degrees. I promptly made a claim to HMS which reopened the initial claim as it was related. I have been calling the repair company all morning and this afternoon leaving (up to this point) 4 messages. I called back to HMS to see if there was anyway we could bypass the repair call with this particular company as they were not answering nor returning calls. They would not. I asked how long I would have to wait in order to have someone actually repair my not previously repaired refrigerator that now has spoiled my food. Again, I received a song and dance with no real answer and a resounding, though implied, "we don't really care about your issue".
What these 2 occurrences have resolved me to think about HMS Home Warranty is that we have paid for a service that really offers none and will continue to just take your money as you shell money out for things they claim to cover. They will tell you they believe in urgent situations but really do not and again, they do not care, even when it's sewage in your ceiling or food rotting in your refrigerator and you have to take your family out to eat 3 meals a day for who knows how long. I am most likely capable of repairing the refrigerator myself, but that means I am paying for my own parts and labor vice what I have already paid for - so I double paying and receiving nothing in return.
This is a scam company - DO NOT USE!!!!
I Initiated a claim on Nov 16. For a defective burner and a range. A tech was dispatched shortly there after couple days. He proceeded to try and locate a replacement burner. They found out it was Mfg discontinued part. That service order got cancelled and another tech shows up to do the same thing previous tech had done. Started whole process over again. Now it's Nov 28. HSM proceeded to do their internal process going through research and authorization. I have been calling customer service every week or so with same answers. No update from research nobody telling me anything. It is now Dec 27th still nothing new.