HMS National Informative - HMS guarantees customer will be frustrated

Review by SheDaisy on 2008-12-29
ARKANSAS -- I have been a customer of HMS for several years, and every time I use them, I am frustrated by their terrible customer service and slow response times. They prey on people’s fears, but I will not be victim to them any longer. I live in a town of 25,000 people. There are plenty of repair companies in my phone book. But every time I call HMS with a claim, it seems they only have one repair company in the area, and that company is booked. I have asked them several times to work to have more contractors lined up, but they haven’t. Today, the customer service representative I spoke with named “Quantina” told me that they only have one service company in my area. I asked her why not more, and her response was “A lot of companies don’t want the hassle of dealing with us. They would rather work on their own.” Well, if they experience the same frustrations with HMS that I do, I can understand why. So here I sit with a plumbing leak and no one here to fix it. Meanwhile, HMS has the $450 I paid them for my contract and hasn’t done anything to make sure I get the timely service I deserve. The only thing I get from their warranty is a guarantee I will be frustrated.
Comments:1 Replies - Latest reply on 2008-12-29
Posted by Anonymous on 2008-12-29:
Does the contract define what the terms 'timely service' mean? To me it would mean within 24 hours. According to their web pages you can get another plumber but you have to get authorization from HMS first.

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