DURHAM, NORTH CAROLINA -- Please be aware that HMS is dishonest in their business practices. We have been with this company for over five years and when our dishwasher stopped working, we made a claim in June 2017. The repair/service person they sent was EXCELLENT and easily diagnosed the problem and called them for the order of a new part.
After about ten days, I called the repairman and he was shocked that I had not been contacted. Our dishwasher was no longer manufactured, replacement parts were no longer available in our region, but HMS was still searching wider for a replacement part. I allowed a few days and contacted HMS who advised they could not find my claim and later explained that they had system problems and were continuing their search for replacement parts for my dishwasher.
By mid-July, I had followed up with HMS twice, initially told they could not find my claim AGAIN, then found it. Explained that they were looking for parts and that they would contact me. Each time I called, the wait time was 45 minutes at minimum.
Of course I explained that it had been a month without success on the part and that it was unreasonable to force me to wait longer while they lose my claim again. I wanted to know the next steps, but they insisted that they needed more time to find the part and that they were in the middle of a systems change and this accounted for their lack of continuity. Over the next several weeks I followed up and was told the same again and again after a 45 min to 1 hour hold. We were very upset.
Unfortunately, we had a death in the family that took us out of normal operation for about 3 weeks, but when we returned I followed up with HMS, who had left no messages for me. After finding my claim, they advised that the repairman was coming back to complete the repair. We were SO happy as we liked our dishwasher.
The gentleman returned and tried to repair the unit without success. We needed a new part as he first determined. This was now September. It took five more calls from me to move the claim that spent about 3 weeks in 'Authorizations" for a go-ahead to replace. They suggested a unit and claimed it was the replacement unit for my old one. I could not see it at the store, only online and the exterior measurements were in line with my old unit. This was now November and when the dishwasher wasn't in place by Thanksgiving, we were exhausted.
Ten days later, I had to follow up again and wait on hold (1 hour) again for them to advised, "Our Authorization department is behind on giving the request for replacement." This was waaaaaay crazy and we'd never had this problem in 7 years with HMS. My next call was the following week where they promised I would receive a call with my replacement options. They actually called--I was surprised and although we wanted to take the cash option rather than deal with them on the replacement--they said we would be given $274.00 toward the dishwasher. "Wait. What?" We could not replace our unit for this price and so we went with their replacement.
The unit arrived, taken out of the box and looked pretty normal--just a standard GE dishwasher. The installers worked on getting it installed and I left them to their business rather than stand over themBIG MISTAKE!!! They were running the unit to make certain it was running correctly and I was overjoyed that we had a working dishwasher at last.
Fifteen minutes later, I went to the kitchen to rinse my coffee cup--and had no hot water. "Huh?" I called the installers back and they advised that due to the design of the new dishwasher they had to install a by-pass water line. "What in the world?" I had to get under the counter and open a new water valve that they installed without telling me a thing. I open the dishwasher and 60% of the top rack isn't there. The front part is there and could hold two rows of glasses, but the back half is flat. I stared at it for a full three minutes trying to figure it out.
I called GE. This was NOT the dishwasher they recommended to replace mine. This was an UNDER THE SINK unit that is designed to have the sink fit into the top half of the dishwasher and 60% of capacity is lost in order to save space. The by-pass water line was necessary because it was installed under the counter and away from the water line. No they would not take it back. I COULD NOT BELIEVE IT.
Although HMS's contract advises that they would replace with like type quality and capacity, since I allowed the unit to be installed I was stuck with it. Yes, I have called several times and other than an apology that I waited 6 months, lost capacity and had a water line installed without my permission I was stuck because the unit was actually installed. Neither HMS or GE would take it back.
This is unacceptable, dishonest and cruel trickery against the consumer. As much as I have tried, other than a letter to HMS copied to the BBB, the Attorney General of my state (which I am currently writing) and the Consumer Protection Agency. It looks as if I have simply been duped by the warranty company who was supposed to treat me fairly. Of course, we are switching as soon as we are advised of whether the BBB and the Consumer Protection Agency need us to do something more.
Beware of HMS, there are several other companies with A ratings who treat their customers honestly and without tricks. In this particular situation, it would have been better for me to have replaced the unit myself or taken the $274.00 and paid the additional cost to replace the unit. Unfortunately, we are now a family of four with a dishwasher designed for an apartment in New York. Normal sized plates do not fit on the lower rack and just as I have over the last few months, I will be washing dishes by hand.
Learn from my mistake. Do not accept an appliance that you cannot view at a store and is offered only online. Do not allow an install of a product until you grill the installers on every aspect of what they intend to do--whether you're a licensed repair person or not--you are expect to know their business. Please don't trust HMS and if you're with them... run. For the same cost you can have one of the top three home warranty companies in the nation. Google the list and prices and you'll agree. Good luck.
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!
I have a very negative experience working with HMS. I would give -5 if I could. HMS hires bad service partner (A plumber in our case) who did two things to us: Collect the deductible; Did not perform the repair, claim it is our fault and the insurance will not cover it.
Here are the details: We move to a house and after one month, we found disposal did not work properly and started to accumulate water. The HMS assigned an “extremely low rating” plumber to work with us. The plumber came and did nothing but blaming the design of our disposal system. He claimed it will not be covered by the HMS insurance. We have used it for a month and the previous owner used it for 7 years. If it is a design problem, it should happen constantly, not after a month.
This plumber even wanted charge extra money to do the design problem not covered by the insurance. The plumber took 100 deductible and did nothing!!! We then check the rating of this specific plumber who did exactly the same thing to many families! This is a systematic cheating! The HMS insurance company hire them to shake off their responsibility!
We called the company immediately after the service. It took an hour to get through! The company promised to get back to us after the investigation within 48 hours! Nothing happened after two weeks! Finally, we solve the problem by pushing ice down the disposal. I spent two dollars and solve the so-called “design problem”. I have no choice but sharing my experience! Please be alert to HMS and partners they have.
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.