GLEN ALLEN, VIRGINIA -- Our dissatisfaction with the company stems mainly from the slow response times and overall value. We've contacted HMS three times since moving into our house last year:
Claim #1 — This was for a refrigerator repair. That claim was denied, something that couldn't be determined until someone was sent out and we paid our deductible. In that case we ended up spending more money and time than if we had found someone ourselves.
Claim #2 — We had a pipe break during a snowstorm. It took way more time to get someone out to fix it through the warranty company than if we had handled it ourselves because each time HMS contacts one of their service companies that company has 24 hours to get back to them before HMS moves on to someone else. I would've just kept calling until I got someone. But at least HMS did agree to pay for it. Unfortunately though, because it took them so long to find someone to fix it we were without water for several days and that was pretty unpleasant.
Claim #3 — Our air conditioner stopped working. It took over two weeks before it was finally repaired. During that time there were many days that it was miserably hot here — 90's, to upwards of 100 degrees one day.
In general, there has been a lot of "they have 24 hours to get back to us" and the warranty company now has 48-36 hours to decide what they're going to do about it", etc. This can obviously drag things out considerably. Also, I got the impression that warranty customers are lower on the priority scale for the service companies. On the positive side, the people I've spoken with at HMS are friendly and professional and did try to be helpful, so it's not all bad. In all, though, we won't be paying for this service when it comes time to renew.
KNOXVILLE, TENNESSEE -- Our first and last claim to HMS Home Warranty was terrible. The AC unit stopped cooling on April 9, 2015. After a claim was submitted, they sent a technician to check the system. I was told it needed a split valve. It took them one week to deliver it to the technician and another two days before he could come out and fix the unit. This time, we were told we need a new compressor because the old one burned out. It took another week for the new compressor to be delivered.
Today, after the claim have been filed for 3 weeks, the technician told us the new compressor burned out because of the acid in the system. He blamed someone put dye in the system and the company won't do more. I tried my best to understand what the technician told me and why the new compressor burned instantly. After some research, I know when the old compressor burned out the oil becomes extremely acidic. The right procedure to replace a new one is to flush the system with solvent to clean the acid. Or else, the acid in the system will attack the new compressor and burn it again.
Obviously the technician didn't do so and wanted to cover this by claiming there was dye in the system. No matter there is dye or not, he should flush it first. Of course the company won't listen. Miraculously, not like other HVAC company who need inspection and time to order a new unit, the same technician tried to sell us a new system for $4,600 and he can install it the next day. Fishy? FYI, if they mess you up, they won't refund you your deductible. Trust the reviews here and on many other websites and be away from this company.
FT LAUDERDALE, FL -- Our situation is very similar to the prior gentlemen commenting. Everyday we call HMS for a status update, we are informed a decision is made and we should be getting a call with some options within the next 24 hours. Then we are told it is back in research and another 24-48 hours. Next day we are told we should hear something within a couple hours. Next day we are told it will be 24 hours. That was several days ago. Miserable in Michigan. I will be updating this once a final decision has been made if they make one.
LEAVENWORTH, KANSAS -- This home warranty company is a complete sham. Terrible company, horrible service, ridiculous wait for needed repairs, service contractors who do not know what they are doing. Still waiting on a repair for over a month for a dishwasher which should have already been replaced. Service technician said, after he made repair (which still hasn't been made), "Machine may still leak!" WTF? Scheduled for another repairman who left note on my door saying "Sorry we missed you" and I was home at the time of his visit! Worthless ripoff company with no values and no concern for customers. This company is a scam.
HMS Home Warranty is one of the worst companies I have ever dealt with. Our furnace stopped working 11 days ago. We called HMS and they sent someone out. D and D Mechanical looked at it, poked around and said they got it to work. It worked (kind of) for a day then we had to call again. HMS sent D and D out again, they looked at it - said HMS wouldn't cover much and would make us just through a bunch of hoops to try to get any work done.
We called other furnace companies (on our own dime) and had them look. They saw and said it needed to be replaced, it was not in good shape. Called HMS again to try to get it taken care of. HMS wanted us to pay another deductible which we refused since it was the same problem. D and D called us to say they were submitting the report that said we needed the furnace replaced. That was a few days ago and I can't get HMS to return my calls. This is really pathetic. It is freezing in our home. Do not waste your money with HMS, they will not pay what they are supposed to. They are a scam.
WASHINGTON, DISTRICT OF COLUMBIA -- It is freezing cold inside my house and has been for almost a week now. Without HMS Home Warranty, my furnace would have been fixed several days ago. My experience with HMS Home Warranty has been absolutely awful.
DAY ONE: I discovered that my furnace was blowing cold air early Monday morning. My preferred technician told me they could fit me in between 9 am and 11 am, but according to the home warranty booklet I received when I purchased my home two months ago, I needed to go with HMS's provider. HMS's technician said he would be there between 4 pm and 6 pm on Monday, so I waited. The technician did not show up and did not answer his phone. I could not leave a message because his voicemail was full. It was very, very cold in my house Monday night.
DAY TWO: I called HMS again on Tuesday and another technician was assigned. He told me his team would arrive early on Wednesday morning. It was very, very cold in my house Tuesday night.
DAY THREE: The technicians showed up on Wednesday morning, investigated, and showed me pictures of a broken motor and a rusted metal plate that need replacing. I paid my $100 deductible. Wednesday afternoon, when I called to follow up, I was told that we were waiting for some sort of decision from HMS (my technician told me he had tried to call HMS several times but the hold periods were too long and he had to try again later). It was very, very cold in my house on Wednesday night.
DAY FOUR: When I called again on Thursday to follow up, I was told that we were still waiting on some sort of decision from HMS. I emailed HMS's "24 hour" customer service line that evening to complain about the delay and remind HMS that my house was freezing and had been for days. It was very, very cold in my house on Thursday night.
DAY FIVE: At about 1:30 pm on Friday -- when I still had a few hours left to scramble and find someone to fix my furnace during the regular business week -- I received a vague email from HMS notifying me that "your claim has been resolved" and informing me that someone would call me. I responded by email that this was unacceptable and I needed an immediate response. No one called me on Friday. It was very, very cold in my house on Friday night.
DAY SIX: At 8:26 am on Saturday I missed a call from HMS -- I was (mercifully) still asleep. When I returned that call later Saturday morning, I was informed that HMS had decided not to cover the cost to repair my furnace because the problem involved rust and corrosion -- a fact everyone has known since Wednesday morning.
It is still very, very cold in my house. I have paid $100, wasted precious time following up with HMS and its technicians, and spent six days in the cold. And now I need to start over, on the weekend, when I will have to pay overtime to fix a furnace that would have been fixed days ago if I had not had an HMS Home Warranty.
I never want to deal with HMS again; their lapses and delays have put me in a worse position than I would be in without a home warranty. I want the full purchase price of my home warranty back. I want my $100 deductible back. And I want HMS to cover any overtime charges I have to pay to get my furnace fixed this weekend. This has been an awful experience.
Dear rebbyann519, it's clear this has been a very frustrating experience for you. I understand that one of our team members has reached out to you and is working toward a resolution. I will continue to keep myself aware of the situation to ensure this matter is addressed. Sincerely, Stephanie eRelations Specialist
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 (7 pm 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 9 pm 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 elsewhere and ship to service rep).
Funny the day before the supervisor said no one would respond after 7 pm, 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 9 pm).
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 meantime 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 without 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 7 pm 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 9 pm to say that they had talked to someone. HMS is basically out for themselves, no urgency from their employees and whatever 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 a new company next year, maybe they will be more customer orientated!!!
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 installation.
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!
LAWRENCE, KANSAS -- We moved in August. Sometime in the fall we noticed a wet spot in the garage under the pipe for the toilet. There was more spot over Thanksgiving when we had guests, and none after we had been gone for Christmas. When we got back we noticed that it was dripping more so I called HMS to get a plumber out. From internet research it seemed that it might be the wax seal was bad. I got three messages from HMS Customer Service prior to the plumber coming out and when I called back, they had a long wait time so I didn't wait.
Plumber arrived and said that we have a 4 bolt toilet with only 2 bolts which allows the toilet to rock a small amount when people sit on it. He said they no longer make 4 bolt toilets and he would probably have to get a new flange/base thing because the toilets are so different now. He called HMS and they denied the claim due to "faulty installation."
After some internet research, I learn that they haven't make 4 bolt toilets since the 60s. How is it that they can claim faulty installation for something that was done almost 50 years ago? I could understand if it was 2-3 years ago that the toilet was installed, but this goes back to the contractor who built the house in the late 50s. I am not happy with these people and I will be telling the realtor we worked with to not use HMS Warranty because they are a scam.
Dear urthlvr66116, I'm sorry to hear that the outcome of your toilet claim wasn't what you expected. I can investigate the situation to ensure that you received the full benefit of your warranty. Please email me at eRelations@HMSNational.com with your name and property address. Sincerely – Stephanie, eRelations Specialist HMS Home Warranty
STERLING, VIRGINIA -- I purchased home warranty with HMS company. I had my washer, did not work. I keep calling them more than 10 times a day but they are giving me the same answer ait for the parts and schedule service with contractor. I been waiting one month to have the service but was not the case. Every time telling me a new story the previous tech told me that this machine has to be replaced but the HMS company they keep pushing things to not to replace it. They are pushing me from day-to-day now I am in the 30 days I did not wash my clothes.
I don't know what can services they are doing and taking money from us I do subject for everyone don't accept the contract of warranty from this company is not a good company at all. They are not doing what they said under the contract.