ALABAMA -- HMS is a complete scam and I'd highly recommend staying away from them. It took me over 11 years to realize this (multiple policies at my VA home and my AL home since 2008), but will be cancelling my remaining policy when it expires at the end of August.
My family continues to go without air conditioning for a week over a blown compressor, yet despite status calls (they never call us - we have to repeatedly follow up with HMS) we keep being told that their research department is still looking into how to order the correct part. We were told this was filed as an emergency claim (we have two small children), yet we receive no follow-up and just today received the worst customer service imaginable.
A guy by the name of Ian kept raising his voice and losing his patience when simply asking him to repeat what he said please (he twice muffled questions on address and customer number – I stated, “Sorry, could you repeat that?”). He initially could not even find my claim and kept referencing two prior claims (one of which HMS did not even pay - garage door repair, which they claim is covered under their warranty, but that they refused to pay).
I stated that I want to ensure my policy is not on auto renewal - in which he said membership handles that and they are open Monday through Friday. I asked if I could speak with a manager. He stated that none were present but he put me down for someone to call, but it could be 24-48 hours or more. I said yes and asked that he send me an email confirmation that a manager would be calling. He stated he could not because they don't have internet email access.
Upon this I became very frustrated and told him, you just verified my email address, do you not have internet explorer, Google Chrome, or Firefox? You can't send me an email? He stated, “No - our system doesn't have email access”.
I told him I expected a manager to call me back and I would not be renewing my policy. Never once did he apologize, state he was sorry it had been a week without service, or anything. He kept stating there is protocol they must follow for all questions and claims.
Previously with my garage door, HMS claimed they only deal with the actual garage door opener electronic box. Anything with the actual door rails, coils, suspension, sensors, etc. were not covered. It's all connected and I could not pinpoint the problem myself. They claimed it was everything but my electronic box. They refused to budge despite diagnosing over the phone. There was a problem with my sensors to the electronic unit, possibly the unit itself, and the brackets, but the bottom line was the door wouldn't open (I'm not a garage door tech, so the company I had to use and pay for replaced everything).
I've come to realize with HMS that I've never had the same company come out for anything twice. The companies they use are poor – service and knowledge of what they are supposed to be doing. In now knowing some decent repair men in the area I've learned that HMS will pocket a $100 deductible for each claim. They hire unproven and unknown companies (who can't get business for themselves – because they aren't good) for $40 a job (only way these people can get work).
These companies and HMS will do everything in their power to do the most minimal repair and keep your old appliances alive for as long as possible. You end up spending far more money in the long run than hiring service people and/or replacing your appliances, units, HVACs, etc. Do not use this company. You will lose money, receive poor service, and not have your appliances/units repaired properly.
MONTGOMERY VILLAGE, MARYLAND -- My experience with HMS is beyond frustrating to say the least. It's the worst company I have dealt with and I agree with all the reviews. They don't deserve to receive a 1 rating. I would give them a -0 if there is anything lower than 0.
My nightmare begun in February of 2018 when we reported that our heat pump was not giving out heat. We discovered the problem after out December bill surged to $700.00. During the months of December and January when temperatures dropped to subfreezing temperatures, we put our thermostat to 65 degrees or 68 degrees at the most. We were shivering inside the house but we wear our winter clothes on just to mitigate the cold inside. In December, when we received out bill of $700.00 my husband checked our system and realized that there could be a leak.
We called HMS and reported the problem in February. From the very beginning of this ordeal, the customer service representative who took my claim gave me the name of the service provider they were referring me to. She said the provider will contact me to schedule the appointment but the call never came. I called them 3 days after the initial call and the woman who answered said that the technician came out the day before but nobody was home.
I couldn't believe how they would schedule him to come out without letting me know. She reasoned that their system automatically sets the time and date the provider should come out but none of this schedule was confirmed with me. The provider said that they thought HMS had confirmed this with me that's why they came out the day they did. HMS then gave me the phone number of the provider so I can make the appointment.
The guy came out the first time and I paid my deductible. He said he will order a replacement unit. When he did, it took 2 weeks for it to be placed in the system correctly. The customer service said that the technician/ provider did not complete the report so it was just there in the system and could not be forwarded to the research department.
Though I have been calling daily to follow-up, every customer service who answered and looked at the status of the job was telling me something different from the previous customer service representative. Sometimes even telling me that it was not coded in their system correctly so it will take several days again before it gets corrected and processed in their system.
It took one and a half months before it reached the Research Dept. and it took another month before they could authorize the job. The first technician/service provider was not even reliable. He said he had the unit delivered to another location as their shop does not have enough space to keep the unit while he sets a date for me to come out. He said then that he needed another person to help him and he couldn't find any one to assist him so the job has to wait.
He then told me that he could not get the unit where it was delivered because he didn't know my account number etc. He then said he will come out, set a time and date (I had to take a day off) but he didn't show up because he got multiple excuses to tell me. He came out a day after but showed up at 7 p.m. when he knew it will take several hours to do the job and it got dark so my husband had to help him to install the unit. Then he didn't know why the unit won't work after he had installed it so he said he will replace the thermostat and will order it. He said it will take couple of days to get HMS to approve it. He never showed up.
We called HMS to report the matter and they sent us another provider who diagnosed the problem and said that the pipe was not properly connected to the unit therefore it has a leak so it was not sending a signal to the thermostat. He said it was not the thermostat that has a problem. He said he will file a report, inform HMS what they need to do and get authorization. This 2nd provider never called.
Meanwhile all throughout this ordeal, while I took pains to call them every single day, I literally could feel my blood pressure going up, my stress level reached the highest point that I could end up having a stroke or a heart attack by just having to deal with HMS and their service providers. Throughout this whole process from February to May, the job has not been done.
Last Friday, May 11th, HMS said the 2nd provider had an issue in their office concerning a leak and therefore had to evacuate so they could not be reached and they can't say when I will be rescheduled. The customer service representative even said that the first provider has a very low rating that they shouldn't have referred them to me. She said that she will put my request on an Emergency status so that someone should come out within 48 hours.
She gave me a reputable provider and so I called them and they said they will come out tomorrow (Wednesday) when I confirmed the time they are supposed to come out tomorrow today, May 15th (I called them 5 times since Friday, May 11th) they said they can't service my home. Imagine, they will send a technician but last minute this provider said they won't and that I am no longer in their list. When I asked why, she won't give me any reason and instead told me to call HMS.
Note that my warranty expired on April 26. The job was reported to them in February. Because of this terrible experience, I did not renew my warranty with them. Whenever I call, the member service number (customer service) won't take my call and would transfer me to the Claims Dept. and no one answers int he Department. So from the cold, we're now enduring the heat as the temperatures have soared to 90 degrees without an idea when this issue will be resolved or if they will care to get this done after all. I am now thinking of filing a lawsuit against HMS.
My goal is to save you all the headaches, medical expenses from having blood pressure or getting a stroke or getting all stressed out. So do yourself a favor and do not get HMS Home Warranty!!! They should not be in the business for another day. I have resented the day I bought my warranty from them. They're the worst of the worst.
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.
APPLETON, WISCONSIN -- I'd give this company zero stars if I could. Do not waste your time or money. This “warranty” is a scam and it's designed to make you choose between paying out of pocket or waiting and risking more costly repairs/damage the company won't cover.
I purchased a HMS home warranty with my new home which I closed May 18, 2018. 12 days after closing (Sat. June 2) I noticed my water heater had begun to leak. I immediately sent pictures to my realtor and told him I was going to go buy a new unit and have it scheduled for installation before it flooded my basement. Then I went to Lowe's on Sunday, bought a new water heater and had installation scheduled for Tuesday, June 5. On Monday, my realtor told me to contact Karen & to help file a claim with HMS.
Karen told me I had to do everything online and that even though I had gone through Lowe's I could still get thing covered if someone from HMS could look at it and verify the leak and Lowe's was using someone from their list of approved contractors. So, even though I was on the phone with Karen and I'm sure she could have helped me, I went and tried the website only to find my policy was not yet on file. I emailed Karen, told her I couldn't access the website and asked what my options were. I told her if HMS couldn't get someone to come out today, that I would be going forward with my Lowe's install and wanted a refund on my warranty purchase.
I simply couldn't afford to have 40 gallons of water dumped into my basement waiting on HMS who can't even upload their new policies within 2 weeks of purchase. Her response: “Got it, sent request to client services for refund.” She didn't even try to get someone out because this is a total cash grab and they'd rather give me my premium back than pay for a more costly repair. They aren't protecting you from anything; they just want your money and then hang you up on red tape to avoid paying.
Basically, my choices with HMS were pay for a new water heater out of pocket or wait for them to schedule someone to inspect/repair it without providing a timeline while risking costly water damage repairs if the leak worsened. That's not protection, that's a joke. Thankfully, because I was still within 30 days of buying the policy, I was able to cancel it and get a refund (which will pay for about half of what the policy would have covered). Had that not happened, I would have demanded a full refund. Can't stress enough to stay away from HMS and Karen **, they aren't in business to help people save money.
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!
LINTHICUM HEIGHTS, MARYLAND -- Beyond frustrated. We negotiated the HMS home warranty when we purchased our home. Our a/c stopped working last night and the contractor HMS selected for us (Smith and Sons HVAC) has ignored multiple phone calls and messages despite their website saying they are open. When finally being able to speak to HMS customer service, the operator was less than concerned the contractor they selected would not return phone calls. Her only concern was that I was aware I owed a $100 deductible.
As of now, we have no idea when someone will be out to look at our unit, let alone when repairs will actually be made. My family with two young children is stuck in a house in Maryland heat and humidity, in June, with no relief in sight. This was the whole purpose of purchasing a home warranty! When the time comes for renewal I will certainly NOT be choosing HMS. If was shopping for HVAC techs I would have moved on long ago and chosen a company that cares about its customers. Seems they (Smith and Sons HVAC) don't care because they know they have been chosen by HMS. Horrible experience thus far and it isn't even close to being over.
FLORIDA -- I bought a newly remodeled home four months ago and have had two separate issues with the plumbing, both resulting in leaks inside of the home. BOTH times, the company has said it was not something they would cover under the warranty, giving less than adequate excuses as to why. The dishwasher leaked into the basement and caused damage to the ceiling, wall, and floor. They said it had been improperly installed (by the previous owner), so they would not cover it. And even if they DID, they would only cover the dishwasher and NONE of the hundreds of dollars in damage the leak caused!
Secondly, I had a leak after turning on my outdoor plumbing - leaking both inside (at the turn on valve) and from both faucets attached to the home. I was informed this would not be covered because they were not considered within the home! I would NEVER recommend this company. My realtor is so incensed that he has scheduled a meeting with the company, as their service is atrocious! BUYER BEWARE!
MEMPHIS, TENNESSEE -- We had refrigerator not cooling properly. When called the warranty co. We were told they do not have anyone in Memphis area. We have to contact the local company. We had local company evaluated the appliance and we were told that one of the part in the compressor is deteriorating. We sent the info to HMS. We were told it will be 2 weeks before they can review and get back to us. What are we supposed to do for next 2 weeks. This is a delay tactics so that customer get frustrated and go away. DO NOT BUY ANY WARRANTY FROM THIS COMPANY.