On March 29th I submitted a claim to HMS for my washing machine and they promptly responded. They worked to find a repair place and set up an appointment to have the machine repaired. The first place they assigned me to said they couldn't repair my machine because I couldn't provide the serial and model number since it had washed off the sticker. Then they attempted to set me up with a GM repair place since that is the type of machine I have, but there weren't any that actually service in my region. So HMS set me up with the original repair place. This all happened on March 30th and I was able to set the appointment for that weekend.
The first visit was on April 2nd and the technician ordered a new motor to repair it. The next appointment was set for Thursday, April 13th and a different technician installed the part. During that visit he stated that the ordered part was incorrect for the washer and that even if the part was correct for my machine that it would still not resolve the problem. He advised me to contact HMS because there was nothing he could do for me. He said he could not order a new part for the machine because he did not have the full serial or model number and would be simply guessing on what to order.
He also added that the original technician had just started in December and wasn't as experienced. I contacted HMS that same day to explain and find out what to do next. HMS said that they would review my case and get back to me within 24-48 hours. They said they would be in contact with me to decide if they would replace my machine or try repairing it and send a senior technician.
On Monday, April 18th I got a voicemail while I was at work from HMS asking if I had received any parts or scheduled any repairs on the machine. So I called back and the woman I spoke to said that they were still reviewing my case and that there wasn't any parts ordered. Then on Tuesday, April 19th I received an automated call from the service repair place confirming my appointment for the next day. I called HMS and they said that I was scheduled for a repair for the next day. No one ever contacted me to tell me that they had decided to try repairing the machine again let alone set up for another repair appointment. I was not going to be able to be available with that little notice.
My next appointment was set for April 26th (earliest date I could take off work). HMS said that it was just a general repair that needed to be done and a general part needed to be replaced. So the part would be sent directly to the repair place. The previous part was mailed directly to my home. For my April 26th appointment the first technician came to my house to service my washer again. He asked if I had received the part yet and I told him I was told the part would be sent to them. He said that they never do it that way and it should always be sent to the customer's house.
He ended up ordering the exact same part for my washing machine again even though I told him that the last technician said the last one did not fix the machine. I contacted HMS and they said it was not the same part and that they would re-evaluate after the next service call. I then called again that same day after finding the receipts that the technician provided to me showing that the exact same part was ordered. I then called again and requested to speak with a supervisor. The supervisor returned my call and contacted the repair place to find out why the same part was ordered again.
The repair place told HMS that the first ordered part was faulty so that is why they needed to have a new one ordered. Yet they waited to order the exact same part until the third trip. There should not have been any reason to delay. On May 5th I had another visit from the first service technician so that he could install the part he ordered. He installed the part (the exact same part that was originally ordered) and it did not fix the machine. It turns out there was absolutely nothing wrong with the motor. Now he thinks the problem is the motor control board and a part needs to be ordered.
I contacted HMS to find out what the next step is. So far it sounds like it will be another service call and the technician isn't even sure that will fix it. The earliest time he can come back to fix the machine is May 12th. There has been poor communication between HMS and the repair service. No sense of urgency in fixing my machine. They have spent literally hundreds of dollars on a very basic washing machine. I have had to take several days off of work for this and paid outrageous prices to do my laundry in the meantime.
I question why I should even have a home warranty and what its purpose is. I feel like I have had to call every other day to HMS just to make sure they are staying in touch with my repair technician. HMS is perfect for someone who enjoys poor service and broken appliances! At this point I feel like I am in a hopeless situation and out my $100 deductible. I am not confident that this will be resolved anytime soon.
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.
HERNDON, VIRGINIA -- Although the service reps are extremely courteous, I've experienced so many frustrations in the short time I've been with HMS. The service companies they partner with are horrible; from showing up to my home without the appropriate parts or knowledge of what is wrong, to leaving debris and not cleaning up after making a mess while servicing an appliance, to ordering incorrect parts, and the list goes on. Long wait times on the phone to reach a HMS service representative make the overall experience even more displeasing. When it's time to renew, I am through.
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
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, FLORIDA -- We purchased our home in Cincinnati last year and this warranty was provided by the seller of the home. Our A/C died and they sent two different incompetent or unwilling service providers to our home, neither fixed the problem and said they couldn't figure out what the problem was. Because our home was so miserably hot and we had no confidence that a third provider would be any different, we called a provider we know to be competent and honest: Prescription Air. Doug from Prescription Air was able to diagnose the problem in ten minutes and they fixed it by the next day (after acquiring the needed part).
I called HMS to request our $100 deductible back that we had paid to the first provider, because they never fixed our problem. They refused to refund the deductible, even after I told them by doing so they would be losing my business and that I would tell everyone I knew not to use their worthless warranty services. I would give them ZERO stars because they were ZERO help to us and seem to have ZERO integrity or business sense. Steamed in Cincinnati.
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