YORKTOWN, VIRGINIA -- Ok so I inherited this company when we purchased our home. We called on our air conditioning the first time and they sent out the rudest person to our home. He said that it was low on freon and he charged it up and we were good to go. Well 3 days later it was sweltering hot again so we called and the sent out same guy. This time he was not happy that he had to come back out and he got extremely rude with my wife so I called HMS and they sent out a new tech and the issue was taken care of.
So then the last month of the inherited contract came and we needed to repair our stove and they denied the claim saying that it's a part that has to do with the self-cleaning and that's not covered. Well the issue was the oven would shut off and read an error code and that part wasn't made any more. So they didn't want to replace my oven with a new one. Now it was time to renew and I thought that it was a fluke about the oven being denied so we renewed. Wish I hadn't!
Flash to today. It's 20 degrees in Virginia and we are cold. I called and repairman said that it might be duct work and that it may not be covered so he determined that it was in fact duct work and that it seemed that it was due to wear and tear. Well HMS denied our claim saying that neglect caused the issue and that neglect was not changing air filters. We that's not a true statement.
Who is HMS to say that it was lack of filter change to cause the ducts to suck in. The tech said that it would take several years of no filter changes to even cause that. Well ours are changed every 3 months because they have the wonderful 3 month filters now. And we get our unit serviced 2 times a year so what grounds do they have? I called to speak to a supervisor and was told that it would be 24-48 before a supervisor would return our call. Now it's 20 degrees and that isn't cool. This company should not be in business.
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.
Stay away from this company!!! All they do is lie and say they're SORRY. Not looking for sorry, just want my appliance fixed. Should not take 7 days and you have to be home from 8 to 5. Do not see how they stay in business or even get return customers. As a Home Inspector my only justice will be to tell my 600 clients a year not to be sucked in to HMS.
My plan says they'll replace my water heater with a $100 deductible. But they're claiming over the phone that they'll only pay to replace my 12 year water heater with a 6 year water heater, or to be precise a unit that costs $672 including installation. Don't waste your money and time.
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.
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.