MHS Home Warranty Complaint - HMS: Giving you the finger over the phone
NEWARK, DELAWARE -- On 12/14/08 the fan in our furnace would not work if it was on auto, only if it was on. The heat would still start and stop but the fan wouldn't. On 12/15/08 my husband called HMS to get someone to look at it. They left a message with the person and we did to. They didn't call back until 12/18/08 and told us it was the "board". He would order it tomorrow (Friday 12/19/08 but it wouldn't be in until 12/26 and they couldn't install it until 12/29. On 12/22 (3 days before Christmas), we woke up to a house that was 52 degrees. The heater was not working at all. We called the contractor and of course he never called back. We called HMS and they kept telling us the part was ordered. We kept telling them it was a different problem: we had no heat, it was 35 degrees out and I had a 7 year old at home. We asked if we could call someone and they said "no" because they weren't on the "list". (Apparently they only work with morons). After yelling at HMS, she comes on the phone and says that she checked the temperature in our area and because it was less than 40 degrees, we could have an emergency call. She left a message with the same contractor who refused to call us back.
When telling HMS that they said well the part is not in yet. I explained that I had a different problem. The problem was that I had NO HEAT. "I'm sorry there is nothing I can do. We have approved overtime". Overtime for what???? As I write this, we have been without heat for 10 days and now I have a sick child at home. They will not reimburse me for the ceramic heaters I had to buy at $50 a pop. They will not pay my electric bill, which I'm afraid to open when it comes. The contractor called 2 days ago to tell me the part wasn't in and "he doesn't know what to tell me". I can't write what I said to him because it wouldn't be appropriate but suffice it to say, his ears were probably ringing when I got done. This morning it was 45 degrees in my house. There is one small ceramic heating in my bedroom keeping my daughter and husband warm. We have another heater on low so our dogs have some warm downstairs.
We didn't pay for the home warranty, we got it at settlement. However, what good is it doing me. My brother's girlfriend who has the same furnace and had the same problem had it fixed in 2 days buy a local company that I can't use because it's "not on the list"
This company sucks and I am taking my complaints further up the line. I will make sure more people hear about how well I've been treated.