KANSAS CITY, MISSOURI -- DO NOT USE HMS UNLESS IT IS FREE. Summary: furnace broke in the winter with many days of below freezing temps and it took them 4 full weeks to try and repair. I had to fix it myself, so that my entire family didn't freeze to death, but was still forced to pay the $100 deductible and they would not reimburse me for parts.
Detail: I wish that I could give 0 stars for every single step of this process. My furnace broke down in the middle of winter this year, so I called HMS for assistance. They said they could get someone out the next day to look at it. Annoying, but understandable since not many places work after 5 pm. Serviceman shows up in the morning and diagnoses the problem and says he will place an order for the part, but that it will take 48 business hours to place the order AFTER he logs his request that evening, THEN 7-9 business days to receive the part, THEN we can schedule an appointment to fix it.
Based on the day of the week, this means my furnace would be fixed at the earliest 14-16 days post-break... in the winter... with subfreezing temperatures. I call HMS and ask why we can't just order the part on Amazon (I have Prime - 2 days max!) They are only allowed to work with specific providers. I order the part on Amazon anyway to hope against hope that HMS can figure out a way to get their part to me in a timely manner so that I don't have to fix it myself - thankfully they assured me that my case was logged as an emergency (lol, yeah right).
Not once was I called by HMS to update me on how long it was going to be, so I call a couple days later and the service report is still not in so they can't even begin the 2 day process of placing the part order. None of this process makes any sense. Taking 2 days to find a part in the days of the internet is horribly absurd. My 75 year old grandfather and my 6 year old nephew could both complete that process in less time than that.
Luckily I receive my part from Amazon and fix it the furnace myself. This is 4 days post break. At this point I have paid 100 deductible for the visit, paid for the Amazon part and they should be ordering the part from HMS, so I decide that I could at least get the extra part, since I have basically paid $100 for it, so I decide to wait to see how long it takes HMS to run through their process of fixing my furnace.
Still 0 phone calls from HMS. I mentioned this process to my real estate, who keeps in touch about these sorts of things and she tells her representative to contact me. 2 weeks post-break Rep contacts me basically to tell me that 14 days is pretty normal and reasonable. REASONABLE TO HAVE NO HEAT IN YOUR HOME FOR TWO WEEKS IN THE WINTER.
I have no idea how their customer service is allowed to work this way. Not once was I (sincerely) apologized to. He also tells me that if I fix it myself the furnace is voided from the warranty. At this point I have fervently decided that I will most definitely not be continuing the warranty. Thankfully this year was included from the seller when I bought the house.
4 FULL weeks post-break, serviceman comes to fix the furnace. I tell him I really just want the extra part, because I had to fix it myself and paid $100 plus parts already for them to do literally nothing. He then proceeds to tell me that he cannot leave the part, because HMS wants it back if he doesn't use it. I try to see if HMS will at least pay for the part that I had to use on the furnace, and they will not.
Throughout the process I tried to just be honest about my desire to get my money's worth after having to fix it myself, but that definitely did not get benefit of the doubt at any point. Hoping that if someone who has HMS now reads this, they can learn from my mistakes. Incredibly frustrating and slow process. Would never recommend to a single person.
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.
FORT LAUDERDALE, OHIO -- After our water main line broke at our house and we filed a claim and called and emailed HMS multiple times without response or resolution, we were finally advised by HMS to find our own licensed contractor to fix the problem, as we were without running water for weeks and HMS could not find a contractor for us. We did and found a contractor best fit to resolve this issue.
As instructed by HMS, he called before work was performed and followed the process. He fixed our water main in October, and sent an invoice to HMS soon afterward for over $2400 for the service and parts. He then started getting the runaround every time he called in to inquire about payment, with HMS saying they needed something else each time, saying they wouldn't pay for this or that, etc. He was patient and provided what was needed. The warranty stated they would pay up to $2000 for this type of claim, but they told him that they would only pay $1500 and we had to pay the rest. In December he reached out to us as he had not received payment.
Since then we have called in at least 7 times, and each time we get different questions and different information. The last two times they said they issued payment to the contractor in mid-January (yet the service was performed in October/November). However, the contractor has not received the payment and it is almost mid-February. Each time HMS says they would follow up with us nothing happens. Today when we called in, someone from their service department hung up on us when we asked to speak to a manager. That is the second time this happened. I have written emails to their service department multiple times as well, as well as their e-relations department. I receive no response, nothing gets resolved and they don't do what they say. It seems like they are lying to us.
We have paid the contractor a substantial amount so far to cover what HMS wouldn't. If HMS truly believes they sent a payment to the right place in mid-January and it hasn't arrived nor has it been cashed, they need to stop payment on that check and overnight a check to this contractor - and send proof to us it has been done. At this point it's hard to believe anything they are telling us. If I could give zero stars I would. How can they run a business this way? This has been one of the worst customer service experiences I have ever had by far. Not acceptable.
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 agree with previous complaints. How are they still in business and not sued at this point is beyond me. The technicians were great. HMS IS NOT! I have had an ongoing issue with the refrigerator since September 2017. It is not April 2018 and same issue. I have had a 7 technician visits. Each visit consisted of replacing a part. After the 5th visit in January 2018, the technician got the refrigerator to work. I was comfortable enough to purchase food. After each visit, I called HMS and was got the run around (i.e. wait for the part, your claim is in "research," we're waiting for the technician to send the report, and so forth).
Beginning of March 2018, my refrigerator stopped working. I called HMS to setup an appointment and now on my 3 technician visit. Same thing, first tech ordered a part, which did not resolve the issue. I called HMS and asked about a replacement or even to some money towards a replacement. I was told, I needed a technician needed to deem the appliance "not repairable."
The technician came by (a technician that had previously been to my home), wrote up paperwork that it could not be replaced and even went so far to call HMS while at home to tell them the product was not repairable. I called HMS the next day and was told my claim was in the "research" department and they were going to call me within 24-72 hours to see my options. I explained that I have been without a refrigerator for a month. Still waiting to hear back from HMS.
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.