ACCOKEEK, MARYLAND -- I just can't wrap my mind around why so many of the companies they back are the most unprofessional, unavailable or inactive service providers. They can't communicate with these people to find out if anything has changed? I called in last night to place a new claim for heating. Still have a plumbing claim that hasn't been resolved and it's months old now! The second plumber they sent to me left both my main and clean-out uncovered. The main still has snake cabling sticking out of it!
Anyway, called last night to place a heating claim and was given a repair window of 9am-12pm today with Dimensions 500. First of all, I couldn't find the correct phone number for the company they provided me with after trying more than 7 phone numbers.
Secondly, finally found a working number only to hear that they don't even open until noon. I have now been on hold on HMS Warranty's 800 number for 55 minutes trying to find someone who can address my needs today. It's cold and I have children in the house. Why would I be scheduled with someone who doesn't have the availability that I respond to. Their phone system asked me what time-frame I wanted. I simply chose one of the options.
AND NOW, after holding for an hour, someone had the nerve to hang up on me! I just don't know what the heck is going on!!! By far, the absolute poorest customer service I've ever experienced in my life! Called back and had someone really trying to help me. That ** placed me on hold and hung up on me too! Mind you, I'm pissed off but I'm not rude enough to express that on the phone so she didn't hang up on me because I was nasty. She hung up on me because they're improperly trained!
YORKTOWN, VIRGINIA -- Ok so I inherited this company when we purchased our home. We called on our air conditioning the first time and they sent out the rudest person to our home. He said that it was low on freon and he charged it up and we were good to go. Well 3 days later it was sweltering hot again so we called and the sent out same guy. This time he was not happy that he had to come back out and he got extremely rude with my wife so I called HMS and they sent out a new tech and the issue was taken care of.
So then the last month of the inherited contract came and we needed to repair our stove and they denied the claim saying that it's a part that has to do with the self-cleaning and that's not covered. Well the issue was the oven would shut off and read an error code and that part wasn't made any more. So they didn't want to replace my oven with a new one. Now it was time to renew and I thought that it was a fluke about the oven being denied so we renewed. Wish I hadn't!
Flash to today. It's 20 degrees in Virginia and we are cold. I called and repairman said that it might be duct work and that it may not be covered so he determined that it was in fact duct work and that it seemed that it was due to wear and tear. Well HMS denied our claim saying that neglect caused the issue and that neglect was not changing air filters. We that's not a true statement.
Who is HMS to say that it was lack of filter change to cause the ducts to suck in. The tech said that it would take several years of no filter changes to even cause that. Well ours are changed every 3 months because they have the wonderful 3 month filters now. And we get our unit serviced 2 times a year so what grounds do they have? I called to speak to a supervisor and was told that it would be 24-48 before a supervisor would return our call. Now it's 20 degrees and that isn't cool. This company should not be in business.
MADEIRA BEACH, FLORIDA -- I was literally on hold for 48 minutes to speak with someone about my plumbing problem. After getting someone on the phone I was given a number of a company and then proceeded to contact them to setup my "emergency" service since water was leaking from my ceilings!!! The company they sent me to could not get me in.
I'm calling back now and have literally been on hold AGAIN for over 30 minutes and no one is picking up the phone.
This wait time for service that WE AS CONSUMERS pay for is absolutely ridiculous. I've never had to be subjected to such long hold times in times of trouble like this. I WILL BE CANCELLING my warranty with this company as it is ALWAYS SOMETHING with them. Either they don't cover my problem or I can't get timely service from their preferred providers. HORRIBLE... I do not recommend!!!
FLORIDA -- Home warranty was paid for by seller of condo that was purchased. Leaking pipes in July was not diagnosed or repaired correct. Plumber needed to return. A 100 dollar service fee was charged each time for the exact same problem and we are out 308 dollars and unsure if problem has been fixed. Time will tell. We were told that the second visit would not have a service fee since the repair was within so many days of the first. This was not true since we were charged again.
I think this company is a scam and the repair people they use know how it all works. It is better to have the seller just give you the money instead of buying the warranty to protect buyer. I would rather know that I can choose my own repair company and not have one assigned that thinks the situation is a revolving door of more money for each visit. Reviews on other sites seem to express the same feelings and thoughts. I would like to know that when something is broke it will be fixed the first time and that the warranty will actually cover the expenses. This insurance does not seem to be worth the paper it is written on.
FLORIDA -- I just purchased a home. The sellers included a home warranty by HMS. Worst thing ever. Went to turn on my furnace since it is now pretty cold in Wisconsin. And it will not heat my home over 57 degrees. I filed a claim almost 2 weeks ago. The first vendor that had called me asked me if I was handy and I should just cover it with duct tape and cardboard and refused to come look at it and fix it. After calling customer service several times with hold times of longer than 30 mins it took over a week to actually get to talk to someone. Well that did not go well. The next vendor that they set me up with is not in business.
I did some investigation of these vendors that they were planning on doing the work–and get this they are not even licensed hvac contractors in the state of Wisconsin!! What? Really? Yep–not even licensed. After trying to get someone out again today–for almost 2 hours on the phone they told me they would call me back in 20 mins once they get in contact with a new vendor. Well no phone call back!!
I gave up and called a local accredited licensed insured and bond contractor and had it fixed myself. What a waste of my time, money. I've been reading reviews of this company on many websites. How can they still be in business? They need to close their doors and stop stealing people's money and promising us peace of mind when buying a home!! If I could give them a negative rating I would!!
I paid extra for outside waterline coverage. How convenient that none of the reps when asking about this coverage mentioned that the warranty company ONLY pays for the repair (minuscule cost, maybe $100) compared to the cost to GET to the line. They do NOT pay for excavating, which costs upwards of $1300. Nowhere in their agreement under the Outdoor Waterline coverage does it state they do not pay for the digging and the labor. It simply says they cover up to 2k for the service. Absolutely absurd. Why even offer outdoor water line coverage?! A warning to any of you seeking coverage for your lines! They are deceitful in their terms.
ANNAPOLIS, MARYLAND -- Fridge broke Sept 3, claim acknowledged Sept 4th. Series of phone calls and 2 days later had a repair person scheduled. Unpleasant man came and said "Maybe it's the inverter board, but it could be the compressor, I don't know because I don't have a machine strong enough to test that kind of compressors, so we'll fix the inverter and then go from there. But I have to order the part and that will take 1 week to come in." 1 week goes by, we're told part didn't come and they have no idea when it will.
I explain we have a 3 year old, a 5 year old and a 90 year old living in the house who has medication that needs to be refrigerated. HMS says they'll call me back within 3 hours. They don't call back. I call again am put on hold for 30 mins, go through all the story, only to be connected with someone else who asks me to start all over. 1 hour later I have no more info.
Today several calls later they've re-ordered the part, but it will take another 3-5 business days to arrive (read: 1 week until someone is installing it in my house--assuming it comes in). I ask, "How many days do I have to go without a fridge for you to just replace it?" Customer service says, "it doesn't matter how many days, we'll fix it until it completely does not work. If we have to come back 8-9 times, we'll do it before we replace it." The person determining whether it "works" is being paid by the work he does. So... we're looking at 1 month no fridge or more. Useless insurance, useless company.
MIDDLETOWN, MARYLAND -- This company's policy is very clear to me now, their goal is to cover as few expenses as possible to enable high commission payouts to realtors. To do so, they take very broad interpretations within their contract to categorize repairs in the "Not covered" section. We have a dishwasher leaking onto the floor, and they won't cover a dime. "We don't repair structural components." This should be on the front of their brochure.
To add insult, they didn't bother to tell us. We waited patiently for about 10 days, then decided to call and follow up. Our case was closed without any notifications. We lost the deductible, the time it took for their specific service company to arrive. We missed the Memorial day appliance sales because of the delay, and then didn't receive anything from the company. What is the value of this home warranty? It is worthless. Don't waste your money. You're only paying for additional realty compensation.
WESTERVILLE, OHIO -- The warranty was paid by the seller for a condo I purchased. No worries I thought when I saw that the washer door didn't close so washer didn't work. Technician was sent out to look at the broken latch - a White Westinghouse washer dryer combo (vintage 1989).
He was polite yet it was clear that he had been instructed to do the very minimum. Told me to push the latch in with the heel of my hand (hard) and for me to lean out the gasket around the door, which was moldy and smelly. Said I would have to make another appointment for the dryer (even though part of the same vertical type unit), where the cycle knob had broken off completely, making it impossible to change cycles.
When I called to complain, I was told that gaskets are not covered and the agent had no idea what I was talking about for the broken cycle knob. In summary during 3 calls I have been put on long holds - not clear why because no action has been taken. The best part is that when I demanded that the call be escalated - someone a day later left a voicemail and guess what? That phone number had been disconnected. When I called to ask for a current escalation number, the agent said they are not given those numbers.
My remedy - I got in touch with the Realtor who sold me the property that HMS should not be recommended. I feel bad for the seller, who spent $500 that she could have put to better use. How naive I was to expect that a home warranty was, well, a warranty to ensure appliances and systems are functional. An expensive lesson all around.
Stay away from this company!!! All they do is lie and say they're SORRY. Not looking for sorry, just want my appliance fixed. Should not take 7 days and you have to be home from 8 to 5. Do not see how they stay in business or even get return customers. As a Home Inspector my only justice will be to tell my 600 clients a year not to be sucked in to HMS.