HMS Home Warranty Consumer Reviews - Page 4

EVANS CITY, PENNSYLVANIA -- Hot water tank broke. Called to file a claim. Was told to wait 24 to 48 hours for someone to call me. They only had two plumbers they would use and neither would accept the job. Told HMS I was without hot water and have 4 kids. They told me they would update me to emergency service and send to their dispatch dept.

3 days later and still no call. Purchased my own hot water tank and installed it myself. FRAUD!!! Reporting to the BBB and and any and all review boards I can. After posting a bad review I was told to email them and they would contact me. No one has so much as emailed me since. They'll take your money and when it comes time to file a claim they will leave you with so much frustration and time without whatever broke that you'll end up paying yourself for the fix and then will tell you they won't reimburse you for it.

OHIO -- Our air conditioner quit, we called over the weekend. We were given a number to call for service on Tuesday as Monday was a holiday. The company when contacted does not service our area. We were finally given a few more names and they scheduled an appt in 4 days. They came out, assessed the problem and turned it into the HMS. Waited a week, and they wanted them to come back out and check for leaks. Turned that into HMS. We waited another week. They decided to ship the parts to the repair company. They did not receive them. Now they are tracing the shipment. Another week has gone by. NO PARTS. NO AIR CONDITIONING AND IT HAD BEEN A MONTH. THIS COMPANY SUCKS.

MIDLOTHIAN, ILLINOIS -- Please look somewhere else when using this company. The communication is poor, the accountability for mistakes is poor, and without looking at the small print you will pay even more than you expect. This past week, my furnace went out and I called and made a claim. I was immediately connected to an HVAC company without talking to a real person, everything was automated. I set a date for the repair guys to come out and then I waited. Within two days the repairs were done.

Do not get me wrong the repair guys were very knowledgeable and helpful but throughout this whole situation, I have not talked to HMS ONCE! I was not contacted for a consult, a summary, or any details to what is covered and what isn't covered in this situation. By the end of the week, I was stuck with a $1200 bill that was dropped on me because HMS covered barely anything.

I got in touch with a Customer Service "Supervisor" and was basically told that they called the wrong number but if I looked at the book it would show they do not cover the modifications that the repair guys needed to do. By the end of the conversation, I was told that they can't do anything about the bill and was told they can send me another Warranty book in the mail. PLEASE DO NOT WASTE YOUR TIME/MONEY ON THIS FARCE OF A WARRANTY COMPANY. I will not be renewing my warranty.

We purchased our home in June 2018 and moved in August 2018, and we had the house inspected and everything was fine, we noticed last week our shower was leaking directly under the shower on the main floor and the paint was bubbling and a exhaust fan was also leaking so I got in touch with our warranty people and they said they would send someone out to fix the shower, the plumber came and he was in the house for 5 minutes and told us that we needed to re-caulk our shower and he said he didn't feel like fixing the vent line and didn't feel like caulking the shower or looking into it any further and he demanded we pay him 100, so we did and he refused to come back and the people from the warranty company kept laughing at me and telling me that it was a "structural issue" and basically admitted to scamming me of $100.00. They said they weren't going to do anything for me. These people lie to you and make you pay a 100 fee and then deny your claims and then ignore your calls and complaints. They are refusing to give me my money back also, I was severely taken advantage of.

My HVAC claim was initiated in May and is still not resolved. My home has been without air conditioning all summer and now without heat as temperatures dip below freezing. I have taken 3 days off work to wait for a HMS Home Warranty service provider that never showed up. I've spent a week attempting to resolve the issue on the phone but can never reach an individual authorized to make a decision. I have been promised a call from "authorizations" and have never gotten one (even though there is a need to verify my contact information even though I've called every day for a week). I don't know what HMS Home Warranty considers an appropriate response time but it appears they are attempting to wait out the clock until my warranty expires. It also appears the business model is to frustrate customers until they are fatigued and find another solution to the problem. I do not recommend this company.

WISCONSIN -- I've called your company 4 times to try to get a claim filed. First 2 times I was on hold so long it disconnected me and hung up. I tried to file online as I had 3 claims and the system only let me file 2 online. Why? Third time I called I got a offshore customer service representative who couldn't answer or understand even the basic questions about my coverage and assigned me the wrong type of service technician for my issue.

Then 4th time I called to rectify the last customer service reps mistake, I was told the coverage I was reading in my warranty was "optional" and that I could add it. Even though there is NOTHING about the issue I had being optional. It was right there in my warranty. She transferred me to "member services" to add the "optional coverage" and after being on hold 15 minutes, the phone system hung up on me. I won't be calling back and instead will be writing reviews on every website about them I can find.

SPRINGFIELD, VIRGINIA -- My A/C wasn't working and they sent a company to look at it. The technician looked but did not touch anything. Didn't test anything. Didn't measure anything. Just wanted the $130 deductible and was out the door in 5 minutes. Diagnosed a bad evaporator coil and gave me an estimate for “items not covered by warranty” of $1425!!! I was suspicious so called another company on my own. That technician said I just needed refrigerant, filled it, and it has been working great! Cost? $150.

I called and wrote HMS to complain and asked for the $130 back and I was told that the deductible is nonrefundable as it covers the cost of the service call and diagnostics. I explained that no diagnostics were done, and that it felt like a scam to just get the deductible and if lucky, the inflated estimate amount. HMS did nothing to help. They told me to call the A/C company to complain. But they are the ones who sent them out! I didn't choose that company, they did.

I have a warranty company to help me with my home repairs, not to cause me to deal with an unscrupulous company that they recommended! HMS does not vet the companies they send, they do not regulate the quality of the companies that they send, and they do not make the companies accountable. It's Russian roulette! What's the point of having a warranty company if they are not going to be your advocate?

FT. LAUDERDALE, MARYLAND -- Our range broke on June 22nd, 2018. We placed the initial phone call to file a claim with HMS Home Warranty that evening. On June 26th, Chesapeake Services came out to inspect the stove and find out what was wrong. The technician said that the stove was beyond repair at the time of the home visit. However, HMS was insistent on finding the parts to make the repair. They order 3-4 parts for the range which came in and were installed on July 12th. Once installed, they immediately broke. The technician at that time blamed the electrical outlet and said it was providing too much power. JML Electric came out with a meter to read the electrical outlet on July 25th and stated in the report that the outlet was functioning normally. Once again, parts were order and installed on July 30th. Once again, the parts immediately broke. The technician stated in his report, that was received by HMS Warranty on August 2nd, that the stove was beyond repair and a new range should be ordered. We have been on the phone with HMS and they cannot provide a tracking number for the range they have allegedly ordered as of 8/20/2018. In fact, we were told by a HMS Supervisor that the range would be installed by 8/21/2018, to which we just got off the phone with HMS (8/20/2018 at 8:12pm) and they couldn't tell us a tracking number let alone when the range would be installed. We will not have a working range for 9 weeks on 8/24/2018; this is completely unacceptable. In the meantime, they have had no problem cashing both July and August installments of the warranty payments.

FORT LAUDERDALE, FLORIDA -- Whatever you do, DO NOT get a home warranty through HMS. Their contract is garbage, their customer service is worthless, and you will never get answers. They will send out a tech and charge you a deductible and then tell you that an item which is not clearly excluded under THEIR CONTRACT is not covered. Then, you will spend HOURS and HOURS trying to speak to and/or reason with their customer service department, only to be HUNG UP ON or shuffled around to employees who don't know anything about your claim or the status. After asking for an opinion relative to this particular issue and being promised a response within 3 weeks, I still have no response more than 4 months later. After all this, they contacted me AGAIN to ask if I wanted to renew (the obvious answer was NO), I gave the marketing specialist an earful about why I will never, EVER have a home warranty through HMS again, and HE AGAIN PROMISED THAT MY ISSUE WOULD BE ESCALATED TO MANAGEMENT SO I WOULD HAVE AN ANSWER. Guess what, I've still never heard from HMS. This company is supposed to make your life easier and give you piece of mind, but I promise you, it won't. Save yourself the trouble and DO NOT USE THIS COMPANY FOR A HOME WARRANTY POLICY.

ODENTON, MARYLAND -- DO NOT PURCHASE this home warranty!!! If you do, it will probably be one of the worst decision you'll ever make in your life. I wish I had a choice, but this scam company was recommended (bought on the closing/signing day) by their partnered real estate agency and had to find out the hard way that their sole purpose is to take your money.

It doesn't matter to them what your situation is, or whether you have young kids in your house, or you're a veteran with special needs; all they care about is how they can take your money and deny any claim you'll make. Just so mad I didn't read the ratings before agreeing to go with this company. Hopefully I can save someone else the frustration and emotional suffering that I just experienced.

If you try to get your A/C fixed they will ask you for a home inspection from an independent contractor and if you don't have one then they will deny your claim and say it was pre-existing. It's not in their contract but will ask you for one. I will do everything I can to spread the word about this scam company and hopefully get them out of business. I will also talk to an attorney and file a case so that no other family would go thru what you did to me.