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Home Warranty gone bad/Crooks
Posted by Trineta on 02/03/2007
BALTIMORE, MARYLAND -- I purchased a home warranty for my home. My heat went out this winter and I called the warranty company to come out and service it. When the contractor came out he told me that I needed a new boiler and the warranty company should replace it ha. That wasn't the case the warranty company found every excuse in the book not to replace it. It has been over 2 months now and I'm still fighting them to do the right thing. This warranty company will lead you on like they have your best interest at heart, take your money and then tell you to kiss off when they suppose to honor what the contract says. Be careful and tell everyone not to sign a contract with this company. I am a single mother with 2 kids and I asked the of the supervisors does that mean anything to them at all and they said well sorry your claim is still denied.
     
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Posted by tander on 2007-02-03:
Did they give a reason to why it was denied?
Posted by Anonymous on 2007-02-03:
Home Warranty gone bad/Crooks! trineta Have you tried to talk to a lawyer? It is the middle of wither you must have heat. Have you tried to call the city and report them?

I wish you the best.
Posted by Anonymous on 2007-02-04:
wither = winter
Posted by jsharbrough on 2007-02-28:
I am a lawyer and investigating similar complaints against HomeSure. Contact me if you wish, john@sharbroughlawfirm.com
Posted by FConsumer on 2007-08-12:
On 9/18/06, an International Comfort Products condenser, Model number NAC042GKC3, Serial Number E053425026 was installed in my home under the HMS warranty. On July 31st,2007, the circuit beaker for the central air conditioner in my electrical panel tripped. I reset the circuit breaker and turned on the air conditioner and the circuit breaker for the air conditioner tripped again. On 8/1/07 at 7:49am, I called HMS Warranty and spoke with Cathy to file a claim for the air conditioning. A Claim number was given to me and I was told to call DHL Home Services. I was unable to reach DHL Home Services so, I called HMS Warranty Services on 8/2/07 at 8:40am and spoke to Shawn. Shawn assigned my claim to Air Lingus Service and a service appointment was scheduled for Friday, 8/3/2007. Air Ligus came to my home on 8/3/2007 and told me that the air conditioner was no longer working and needed to be replaced. I called HMS on 8/3/07, I spoke to Kianna who told me to call back on Monday. On Monday, 8/6/07, I spoke to Poya at HMS who told me it would take 24-48 hours to process the claim and some one would call me. No one called. On 8/7/07 at 4:40 pm, I called HMS and spoke to Aldeen. Aldeen told me that there was no information on my claim and denied my request to speak to a supervisor. I then sent an e-mail to HMS requesting to know when the central air conditioning would be repaired or replaced. On 8/7/07 at approximately 9pm, KC called me and told me that the air conditioning would be replaced and that Air Ligus would be notified that the replacement was authorized. On 8/8/07, I contacted Air Lingus at 703-916-9070 and spoke to Zobair. Zobair told me that HMS had authorized the replacement, but HMS also stated that the unit would be shipped to Air Lingus and it would take three days for the unit to arrive. Zobair scheduled the central air conditioning replacement service call for today, 8/11/2007. When I contacted Air Lingus this morning, I was told that no shipment had arrived and that Air Lingus could not fix the air conditioning. I then called HMS Warranty and spoke with Julia. Julia told me that Air Lingus should have come to my home and taken the old air conditioning to some undisclosed location and get a replacement. I told her that I had just spoken with Air Lingus and they were still waiting on the parts to be shipped to them. At this point, I realized that HMS warranty had not intention of repairing my central air conditioning. When the origianl central air conditioning went out last year I filed a claim with HMS Home Warranty on 8/14/2006 and the air conditioning was not replaced until 9/18/2006 and only after I filed a complaint with the Consumer Protection Division - reference number 120233. It has been over 100 degrees for the last three days and over 90 degrees for the past two weeks. I find it very difficult to understand how any company can fail to expedite a request for central air condtioning repair even after you tell them that you have an elderly family member living with you who is suffering terribly from the heat.
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Buyer Beware of HMS Home Warranty (HomeSure)
Posted by Ontheopenroad on 05/21/2007
If you are buying a home, and your realtor recommends to you that you get a home warranty: RUN QUICKLY IN THE OTHER DIRECTION! The home warranty is a rip-off. While your realtor may tell you (and the literature from the warranty company may tell you) that everything in your house will be covered, once you get the service agreement from the warranty company, you will find that it is not.



I chose to get the home warranty on my new home purchase because I was getting some used appliances from the seller. Once I got the service agreement from HMS Home Warranty, and reviewed the coverage, the terminology is worded to basically say that everything in the house is covered until something goes wrong, then they have the ability to non-cover the claim because it is not within the terms of the agreement. For example, (as quoted directly from my contract with HMS Home Warranty):



Description of Covered Items: Standard mechanical parts or components located within the perimeter of the outer load bearing walls consisting of: main breaker or fuse panel/box; interior standard light switches, receptacles and general line voltage wiring; ceiling fan motors and their controls; door bells and chimes.

Examples of Items/Conditions Not Covered: Attic, bathroom, and/or whole house exhaust fans; fire and smoke alarm systems and batteries; direct current (DC) wiring and systems; exterior wiring and components (except main panels mounted to exterior wall); exhaust fans; intercom or speaker systems; lighting fixtures; load control devices; low voltage systems including wiring and relays; telephone systems; timers; touch pad assemblies; utility meter base pans; and wall fans. Failures and conditions cause by inadequate wiring capacity, circuit overload, power failure/shortage or surge, and corrosion caused by moisture are not covered.



OK, now let’s use some logic to follow what they cover. They cover standard mechanical parts and components of the system including outlets, switches, wires, and the fuse box. But, they don’t cover these in the event of inadequate wiring capacity, circuit overload, power failure, or surges. Now, we’re talking about an electrical system here. What could go wrong in an electrical system besides capacity, overload, power failure, or power surge? Uhm, nothing. Yeah, that’s right. They cover the ENTIRE electrical system, unless something goes wrong. Then it’s not covered.



Also, let’s look at the deductible/service fee. The deductible is $100 per service call. If it takes 3 service calls to complete the job, you’re out $300. That is probably more than it would cost to just have it fixed outright. And you have to use their contractors. Let me tell you about the contractor they assigned to me:



I was given the name and number of Renovations, Etc., which must be one man with a cell phone. I would call this man, and he would always say “I’m in the middle of something, let me call you back.” It took me a week to get hold of him to actually explain what my problem was. He told me he would be subcontracting it. I got one phone call from the subcontractor, and it went to my voice mail. I tried for a week to get the subcontractor to call me back. I FINALLY got a response after I called the next week and threatened, saying that my freezer had completely defrosted and leaked all over my carpet because the circuit was completely dead. The guy came in, moved a wire from one circuit to another, removed an outlet (but didn’t replace it because he didn’t have one with him), and basically “patched” until he could come back. This was on a Monday. He said, “I’ll come back later this week and fix it.” He asked for the $100 deductible upfront. As he was walking out the door, I asked him what that service would have cost me if I had had the service done directly instead of through the home warranty (trying to figure out how much I saved). He said, “Eh, about $100.” In other words, he just wanted my full $100, and didn’t itemize or anything. For what he did, it probably wouldn’t have even cost $100 if I had it done privately.



The next Friday (not the following, but the next) I called him to see when he was going to come back and finish, and to tell him that his “patch” had not resolved my problem. Let me tell you too, I was going to fight tooth and nail if they thought they were going to get another $100 out of me for a separate service call. It’s not my fault that an electrician didn’t have enough sense to bring supplies with him on a service call. Anyway, he basically told me that there was nothing more he could do except replace the entire breaker box, and it would not be covered by HMS. So right now, I have loose, live wires exposed where an outlet used to be, a dryer that blows the circuit half of the time, I paid $100 for this, and the home warranty does not cover it because they do not cover defective wiring or circuit overload.


Complaint filed with Better Business Bureau:
I would like to have a full refund of the contract price ($395) as well as a refund of the $100 deductible I paid their contractor for service which did not resolve the problem.
     
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Posted by azRider on 2007-05-21:
Sounds like you got a bad contractor. Did you call back the warranty company and complain he did not complete the job? or his sub standard work? I'm sure they would want to know. I've had home warrantys on several properties and found them to be a great deal. I had one on a rental where the heater went out it cost me $95 for the call and they had to replace a lot of parts. total cost of repair was $652. well worth my warranty of $305 plus my $95 service. Any good contractor will list out the parts and cost to repair. Your first clue should have been that, I would have asked for detailed receipt. to be fair I've never had a HMS warranty so perhaps they are bad. But Old Republic has been great for me.
Posted by Noneill on 2007-05-22:
Having just sold a house with an HMS warranty and having dealt with other home warranties, I want to comment. I believe if you pay the deductible to a repair person and he/she does not complete the work, you do not have to pay an additional deductible to ANYONE. Whether the same guy comes back or another. If you are not satisified with a particular repair person regardless of the reason, you can request another company to come out. Home warranty companies have many contracting companies, don't be afraid to ask for someone else - and again, if another company is called you do not pay another deductible. The deductible is PER CLAIM, until you have satisfaction.

It is important to know what they will cover and what they will not. It is true you may be able to get an item repaired for less then the deductible, so knowledge is power. In my opinion these warranties are a seller's feature to help sell a house. If contemplating buying a house with used appliances, it is good to have a home warranty.
Posted by ontheopenroad on 2007-05-22:
The document that I have from HMS states "Coverage is subject to a standard deductible/service fee of $100 (or the actual amount, if less) per service call, per trade agent on the covered portion of the claim."
Posted by tyhero on 2008-05-25:
I'm always super leery of companies suggested by sales people/Realtors... My Realtor admitted she earned a commission from HMS if I purchased their warranty. So we can forget noneills argument. He/She gets paid by that company every time they make a sale.
I checked them out online and I can't even find what they cover on their website. They list 6 or 7 big ticket items, but many of these are NOT covered because as you've said, they are not in the confines of the exterior load bearing walls, i.e. Cooling and heating unit.
Basically if a company can screw you over, they will. Thank you for your detailed complaint. I will not be purchasing HMS.
Posted by HMSsucker on 2010-07-15:
HMS refuses to properly repair anything. They hope if they run you around multiple times, that you will just replace the items yourself. Terrible company.
Posted by sr86 on 2011-02-18:
Waste of MONEY! HMS is by far the worst Home Warranty company out there. They send out the worst of the worst contractors who work for them, make you pay the deductible, and then make you chase your tail to get anything out of them. It's hard to beleive that shaddy companies like this exist, and that "credible" Realtors actually use them as a selling point on a house. Buyer BEWARE!
Posted by gcamacho33 on 2013-07-06:
I also have an HMS warranty and they are awful. They hold you prisoner to service providers in their network even when they have little availability. It took me 8 days to get an AC repair in the middle of summer. That is insane! It is not worth it at all. I will definitely not be renewing.
Posted by techguy on 2013-08-21:
Sounds pretty bad, but to be fair, there actually ARE other things that can go wrong with in an electrical system other than the problems listed as exceptions. Actually, it's kinda rare in most electrical systems (at least modern ones) for power failure or surge to cause problems. That's usually a problem for the devices plugged into the electrical system, not the system itself (at least not until it happens a whole lot).

But something else that could go wrong is the wiring could deteriorate or corrode from simple usage. This is a problem around now for houses built in the 60s and 70s when aluminum wiring was used instead of copper. The problem is made worse when using devices whose plugs use a higher grade wiring, due to how the corrosive properties transfer to the "worse" metals.
Posted by vat4 on 2013-11-06:
Issue with refrigrator denied after service tech charged 100 (replacement part is only $53.) Issue with Plumbing again rejected since it is "pre-existing". this company is a joke and a FRAUD. Keep away !!!
Posted by hvactech22 on 2014-03-15:
just as a side bar, every company whether it be a warranty company or a standard business has exclusions, you have exclusions I your auto insurance, home insurance, health etc etc..It does amaze me that people never maintain their systems, that run half of your electric bill, but the car get its oil changed every 3000 miles, last time I checked I didn't live in my car, so make up your mind for what priorities you should have in life
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HMS Home Warranty - Denials Only
Posted by Vat4 on 11/06/2013
VIENNA VA, VIRGINIA -- I called this company for help 2 times. The first time it as an issue with refrigerator. this was denied after service tech charged 100 (replacement part is only $53.) .The second issue with Plumbing was again rejected since it is "pre-existing". This company is a joke and a FRAUD. Keep away !!! they are just ensuring that we spend the money on the Technicians and then turn around and refuse our claim. They claim that I should read the fine print before I call them with any issues, since that specifically mentions all the stuff that is not covered. In the case of the refrigerator anything that is not got to do with keeping the food fresh is not covered.
     
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HMS Scam Artists - Won't Pay on Replacement
Posted by Sungarden52 on 10/17/2013
My 44-year old boiler cannot be repaired and will cost over $4000 to replace (according to three estimates). HMS is only allowing $2200 as a "claim allowance" because THEY can get a boiler at cost. We all know HVAC companies are in the business to make a profit, so marking up a boiler is not uncommon. HMS, however uses it as a loophole to get out of replacing the boiler. And, the boiler they can get won't fit in the space where the old boiler sits.

DO NOT get a warranty contract with HMS. They are sharks.
     
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Poor Customer Service
Posted by Baddbare on 07/04/2013
BEL AIR, MARYLAND -- On July 2nd called about refrigerator being inoperative. customer service representative said 1st vendor could respond on July 9th. unacceptable, then left message for second vendor. I called 4 hours later for another vendor (no response from 2nd vendor) but was told I must wait 4 business hours and that the claim could not be assigned to another vendor. Plus the representative and supervisor said it was too late to get a response from other vendors (7pm that evening).

The following day the 2nd vendor called to say that his father in law has died and he could come out on July 9th. Called HMS and relayed same. The representative said no one could come out till next week. But they would forward to dispatch to continue to find a service vendor. At 9pm HMS called to say someone could come out on July 4th to ascertain problem ( already knew it was blown compressor and had informed same, but the sequence is for service tech to come out, tell HMS what the problem is and give price for repair, if HMS doesn't like material price, then they purchase else where and ship to service rep).

Funny the day before the supervisor said no one would respond after 7pm, so I had to wait 20 hours to hear that that I wasn't getting service. But the next day I get phone call that a service representative could respond on July 4th ( call was at 9pm).

At this point I had waited 30 hours to get a service call scheduled for an inoperative refrigerator. Then a wait from the representative to tell HMS what the materials would cost for repairs, and in the mean time hundreds of dollars of food lost. So knowing that a service call on July 4th and then a call to HMS if answered ( it is a holiday), for material approval, if not, then HMS will ship parts to service representative or approve a new refrigerator (this one is 8 years old). So basically looking at July 11th for completed repairs or replacement (at the minimum). So basically 8 days without a refrigerator. So HMS won the battle and we purchased a new refrigerator.

Have had HMS for 8 years and never had this bad of customer service!!!!!

We could live with bad service from HMS for an oven (could use microwave or BBQ grill), a dishwasher (could wash by hand), a dryer or washing machine (could do by hand or go to a laundromat), etc..But with out a refrigerator could not keep stuff cold for the babies and grandparents, so we spent 1100.00 and had a refrigerator delivered the next day. Funny the same company who could not come out till July 9th, 7 days after the initial service request, but can deliver, remove and install a new refrigerator the next day!!!!

Also funny the supervisor on July 2nd at 7pm could not get a service representative to respond at that time of day, but the next day the representative found someone and called me at 9pm to say that thy had talked to some one.

HMS is basically out for themselves, no urgency from their employees and what ever hardships you are encountering is of no concern to them. They talked to me like I was a child and were very condescending. Looks like I will change to an new company next year, maybe they will be more customer orientated!!!!!!!!!!!!!
     
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Posted by BigAl on 2013-07-05:
For less than $100 you can buy a small (dorm sized) refrigerator that can be used in emergencies. Just think of it as an insurance policy for just this type of scenario. If you have a chest freezer you can also put nonfrozen articles in a cooler and place the cooler in the freezer. Depending on the temp of the freezer, and with some observation, you can determine if the cooler lid needs to be slightly open.
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Terrible Warranty
Posted by Jcjnt on 06/11/2013
FORT LAUDERDALE, FLORIDA -- My Maytag dishwasher needed to be replaced and HMS offered us a Hotspot brand dishwasher with "comparable features". This brand is GE's not for retail line of appliances. Home Depot and Lowes won't sell them in the stores because of poor quality. When I complained, I was offered $321 replacement value for my Maytag dishwasher with multiple nice features. I couldn't find one with comparable features for under $650 not to mention delivery and instillation.

HMS rational was they were offering a comparable product. This is my first year with HMS and would NOT recommend it to anyone. My other home had AHS for 15 years and they never replaced our appliances with off market brands. I will not be staying with HMS!
     
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Posted by andbran on 2013-06-12:
this is why i do not have home warranty. they are to me a big ripoff even AHS.
Posted by barry kozlowski on 2013-07-04:
On July 2nd called about refrigerator being inoperative. customer service rep said 1st vendor could respond on July 9th. unacceptable, then left message for second vendor. I called 4 hours later for another vendor (no response from 2nd vendor) but was told I must wait 4 business hours and that the claim could not be assigned to another vendor. Plus the rep and supervisor said it was too late to get a response from other vendors (7pm that evening).

The following day the 2nd vendor called to say that his father in law has died and he could come out on July 9th. Called HMS and relayed same. The rep said no one could come out till next week. But they would forward to dispatch to continue to find a service vendor. At 9pm HMS called to say someone could come out on July 4th to ascertain problem ( already knew it was blown compressor and had informed same, but the sequence is for service tech to come out, tell HMS what the problem is and give price for repair, if HMS doesn't like material price, then they purchase else where and ship to service rep).

Funny the day before the supervisor said no one would respond after 7pm, so I had to wait 20 hours to hear that that I wasn't getting service. But the next day I get phone call that a service rep could respond on July 4th ( call was at 9pm).

At this point I had waited 30 hours to get a service call scheduled for an inoperative refrigerator. Then a wait from the rep to tell HMS what the materials would cost for repairs, and in the mean time hundreds of dollars of food lost. So knowing that a service call on July 4th and then a call to HMS if answered ( it is a holiday), for material approval, if not, then HMS will ship parts to service rep or approve a new refrigerator (this one is 8 years old). So basically looking at July 11th for completed repairs or replacement (at the minimum). So basically 8 days without a refrigerator. So HMS won the battle and we purchased a new refrigerator.

Have had HMS for 8 years and never had this bad of customer service!!!!!

We could live with bad service from HMS for an oven (could use microwave or BBQ grill), a dishwasher (could wash by hand), a dryer or washing machine (could do by hand or go to a laundromat), etc..But with out a refrigerator could not keep stuff cold for the babies and grandparents, so we spent 1100.00 and had a refrigerator delivered the next day. Funny the same company who could not come out till July 9th, 7 days after the initial service request, but can deliver, remove and install a new refrigerator the next day!!!!

Also funny the supervisor on July 2nd at 7pm could not get a service rep to respond at that time of day, but the next day the rep found someone and called me at 9pm to say that thy had talked to some one.

HMS is basically out for themselves, no urgency from their employees and what ever hardships you are encountering is of no concern to them. They talked to me like I was a child and were very condescending. Looks like I will change to an new company next year, maybe they will be more customer orientated!!!!!!!!!!!!!




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A very good service.
Posted by Mrs. V on 03/14/2011
In the past I have seen many complaints about at lot of Home Warranty services, most of them justified. So I thought that I would give a review about my latest call to HMS.

A few days ago, my hot water heater decided to go to that big appliance graveyard in the sky. Messily so. At 3am in the morning no less.
After cleaning up my ‘new indoor pool’, I called HMS. This was at about 5am. They said that they would locate a plumber when most of them opened and get back to me as soon as possible.

At 8:16am I get a call from HMS with the name of a plumber that could come over that evening and they put me through to the plumber on a three-way call to get all the details down.

Plumber came (I’ll do a review of them when everything is finished) at about 7pm and let me know that I’ll need a new hot water heater and that they will fax all the info to HMS in the morning.

I start thinking that this is going to be an uphill fight to get the hot water heater replaced. Most warranty companies will fix things with very little trouble, but put up one heck of a fight if the item actually needs to be replaced.

The next morning I get a call from HMS telling me that they have received the paperwork from the plumbers and that it’s going to ‘claims review’ to see if they will authorize a replacement or not and that it might be 24 to 48 hours before I hear anything back.

I get a call from the plumber later that day telling me the same thing, and that they would call me when HMS updates them.

Next day I get a call from HMS telling me that the hot water heater has been approved and would I like the new hot water heater shipped to the plumber they chose or would I like to find another plumber, pay for repairs myself and be reimbursed?

I asked them to please ship it to the plumber and about how long would it take? The young man stated that he was very sorry, but since it was so late in the day, it wouldn’t ship to the next day, meaning Thursday and that the plumber would most likely not get it until late Friday.

I was thinking that it would be at least 3 to 5 days for them to ship it!
And here was HMS saying that they were sorry that it was going to take one day to get the hot water heater to the plumber…

I told him that the plumber getting it Friday was more than acceptable and better than I hoped for!

The plumber did, in fact, get it late Friday and will be here today to install it in the late afternoon.

HMS as already called me today asking if everything was going ok and that they would call again on Wednesday to make sure the install went well.

In the 5 years I have had HMS I haven’t had any bad service from them at all. They have always been nice, polite and helpful.
     
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Posted by saj80 on 2011-03-14:
If your water is hot, why are you heating it?
Posted by Mrs. V on 2011-03-14:
LMBO! Thanks, saj, I needed that laugh ^_^ Next time, can we wait until I finish drinking that soda, though? My computer would thank you for it, lol!
Posted by momsey on 2011-03-14:
LOL @ saj. I've never realized how that term doesn't really make sense!

Nice review, Mrs. V!
Posted by Mrs. V on 2011-03-14:
Thank you, Momsey ^_^ I really did need a good laugh and saj provided it!
Posted by jktshff1 on 2011-03-14:
What is the cost of the HMS warranty service per year?
Posted by Mrs. V on 2011-03-15:
I have the 'extras' package:

Included:
Air conditioning system, ceiling fans, central vacuum, oven, stove, cook top, range, range exhaust hood, garbage disposal, door bell, clothes dryer, dishwasher, electrical system, gararge door opener, heating system, built-in microwave, plumbing, refrigerator, sump pump, built-in trash compactor, cothes washer, water heater, pool pump and pool motor.

Also includeds the $35.00 diagnoses fee instead of the $100.00 one.

This comes to $670.00 per year and that can be broken down into 3 installments.

Basic is $475.00, I think and that doesn't include the $35.00 fee and the pool.
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HMS Home Warranty - bad service, slow reimbursement as SOP
Posted by Sepp909 on 10/22/2010
Had a $4,000 GE Monogram fridge, which came with my just purchased home. After 3 service companies and 5 visits (taking all together 5 weeks), finally HMS offered a replacement (some Maytag) or $2,000 cash. I took the cash and purchases as requested a new fridge and submitted my invoice incl. claim number. Now we have 4 weeks later and no reimbursement so far. I call in twice a day to find out where my check is. The first line support tells me it was cut 4 weeks ago (Wed) and goes out Friday basically saying the check is in the mail for the last 3 weeks. Lie 1. When I ask for the office of the president they tell me the check was never cut. Now I am at a supervisor and I make her type an email promising to mail that check coming Friday. Guess what - no email arrives. They are always calm, courteous, put you on hold to research the case for 10 min at a time, promise you to take care of you but guess what....nothing happens. You have to call them all the time. I guess they are sitting on your money as long as they can as a SOP. My advice: 1. Don't get home warranty if you have high end items as the company will only replace builder grade. 2. Do get it when your appliances turn 5-7 years old - that is when most appliances first break. 3. Make sure you have a low deductible (ideally less than $100). 4. Go with some other firm than HMS. Judging by what I have seen online, they are one of the worst.
     
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Do Not Waste Your Money On HMS Home Warranty
Posted by HMS SUX I WILL NEVER USE AGAIN on 08/17/2009
BUYER BEWARE!!!!

First let me tell you about my fist dealing with HMS. My Heat Pump went out in the middle of winter, the took 4 weeks to figure out what to do about this issue, by the time a provider came out to fix it, I had already found the parts locally and replaced it myself. they said the would reimburse me for the parts which they did but it took 6 weeks to get the money.

In the past week I have had the glorious CHORE of dealing with them yet again on my refrigerator. First the repairman was scheduled to come out but had his wife call to reschedule because he got behind and it was his wife's birthday.... so the next day he came out, he had on shorts and a beater and flip flops. He told me that my compressor was out which I had suspected all along. he said he would turn in his paperwork that night to get HMS to make a decision on the repair. 4 days later I am still trying to get HMS to make a decision, in the meantime I am living out of a cooler which is costing me money for ice to try to keep everything from going bad. I am still trying to get a manager to call me back to try to expedite a replacement. I even resorted to calling the district Manager that deals with my realtor. [snip], still no action.

This warranty is NOT worth the hassle you must go through to get your benefit.

BUYER BEWARE!!!!!!
     
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Posted by Anonymous on 2009-08-17:
They reimbursed you without asking for the heat pump maintenance records? That would be a first.
Posted by andbran on 2009-08-17:
i gave up on home warranties. they are your best friend till you need something fixed.
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HMS Delays, Delays, Delays in AC Repair in Hottest Part of Summer
Posted by BryanF on 08/14/2009
FORT LAUDERDALE, FLORIDA -- Last Friday evening, my air conditioner failed. First thing Saturday morning, I called HMS to place a claim. They told me that someone would be calling me later that day to make an appointment to check the unit.

Late that afternoon, no one had called yet, so I called HMS back again, and was given a different company. When that company did not call me back either, I called HMS yet again and was told they would cover whatever company I would select.

I found a local contractor who agreed to come out first thing Sunday morning. While he was a little late, he quickly diagnosed the problem as a burned-out fan motor. He called HMS, as requested, to report the problem and request permission to do the work.

Here begins the procrastination of HMS. They said they would have to wait until business hours (M-F) to approve the claim -- even though the temperature on Sunday was forecast to reach 98 degrees in high humidity.

I called them each day, not getting anywhere. On Wednesday, I was told that my contractor was approved to do the work, but that he would have to use HMS's part, and they would need 24-48 hours to locate the part. Of course, the claims department is sleeping in air conditioned houses and has no real motivation to get the work done.

I called back today (Friday) since it has now been over 48 hours without any return call. I asked to speak with a supervisor, waited on hold for about 15 minutes, and was finally hung up on by one of their employees. (I was not rude in any way, just persistent.)

I called back again (after waiting futilely for a return call) and was allowed to speak to the claims department. The man there is the least kind person I spoke with in this whole experience so far. He did say that HMS would agree to pay me for the contractor's labor plus the cost they (HMS) had for the part. When I asked how much money that would be, I was told that only the parts department would have that information.

I asked to speak to someone in the parts department. He told me that this department does not speak with customers! I was incredulous at this reply. Perhaps even more frustrating, though, was his promise (I made him promise) to call me back after he spoke with the parts department to get the cost of the fan motor. Of course, that was three hours ago, and I have yet to hear from anyone at HMS.

This has actually been a pattern. In spite of repeated promises, they have NEVER called me. They have hung up on me, but not returned a call -- even when they have the word (four different times!)

From my admittedly limited perspective, I believe this company is nothing but a sham. Their goal appears to make me wait so long that I give up and pay for the work myself. They also appear to want to make the process as painful as possible to accomplish that goal. I would recommend that you stay away from this company.
     
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