Homesure Services Inc. Complaint - HMS Home Warranty is a scam
In April of 2008, I purchased a home and moved in on April 25, 2008. The sellers of the house had purchased a one year home warranty for us through Homesure Services Inc(HMS Home Warranty). In June of 2008 our air conditioning unit went out so I called the warranty company and asked if the A/C unit was covered. I was informed by the company that it was covered and we scheduled to have Tuck Heating and Air come out and check out our A/C unit. Tuck Heating and Air was a company that we had to use because Homesure Services Inc require you to use one of there contacts. On June 11 2008, the technician from Tuck Heating and Air came out and looked over our unit and told us that the problem was with our clogged evaporator coil. The technician told us the it would be $400 dollars to clean the coil. I said that was fine since our warranty had a $100 deductible so I only had to pay $100 and the warranty company would pay the rest. The technician informed me that this repair was not covered under our warranty because it was considered maintenance.
I then excused myself and went outside and called my brother in law since he used to work in the field. I explained to him that we had an upflow unit in the basement and this tech wanted to charge me $400 to clean it. My brother in law told me that an upflow unit was a pain in the butt to clean because the unit had to be pulled out and cleaned and if I didn't know what I was doing he recommended that I pay the tech. After I got off the phone with him I went inside and got out the yellow pages, went upstairs and called a Trane store and asked what they would charge to come to our home and clean out the coil in an upflow unit. The representative at Trane told me that it would cost us about two hours in labor to fix that and with the service charge to come out he estimated that the price would be around $375-$425, at that time my wife came upstairs and told me that the tech for Tuck heating and Air would just charge us around $200 to clean it so I told him to go ahead and do it.
My wife and I went out to sit outside in the backyard while he was working, about 15-20 minutes later the tech came out back and told us that the job was done. When he told us this we both thought it would have taken him a lot longer and my wife asked him if that was all that was wrong with the unit and if it was working correctly now. He told us yes and told us that we were good to go. I walked over to a register in the kitchen and told him that there wasn't much air blowing out and it wasn't cold. The tech had some folded papers in his back pocket and he took them out and laid them over the register to show me there was sufficient air flow, well the papers didn't move, he then moved to another register and the same thing happened finally on his third register the papers moved a little and he said "See its flowing good." Well we gave him the benefit of the doubt, paid him and even tipped him $25. Later that afternoon my wife and I were talking and she told me that while I was on the phone talking to Trane, the tech had told her that the A/C unit was undersized for our home, I just blew it off because it had been working fine up to this point. That evening we still couldn't get the house below 80 degrees so I called Tuck Heating and Air and left them a message stating that the A/C wasn't fixed and that someone needed to come out ASAP. We didn't hear back from Tuck but the following day Homesure Services called us and told us that they had been informed that the unit wasn't working. Homesure Services then told me that they could have Tuck Heating and Air come back out but that I would be charged again to have them come back out. I told them that I paid them once and they didn't do the job so I wouldn't pay them to come back out and fix it again.
The representative at Homesure Services then told me that the tech had advised them that the A/C unit was undersized for our home. I told the representative that the tech had told my wife the same thing but that was BS since the unit had been working fine and keeping our home plenty cool. The representative then told me that under roman numeral 5 in the terms and conditions section of our warranty any unit that is undersized or oversized for the home is not covered under the warranty and therefore the warranty company was not responsible for having the unit fixed. That summer we had two separate companies not associated with Homesure Services Inc come out to our home and do checks on the A/C unit. The first company cleaned the coil and put all the debris that he cleaned out into a baggy for us and he could tell that the coil hadn't been cleaned in quite some time, but he also informed us that the problem wasn't with the coil but that the valves needed replacing. He also informed us that the fan blade had been installed upside down and he turned it back over for us. We then had another company come out and do a diagnostic check on the unit and this company also told us that the valves in the compressor were bad and the compressor was unable to cool. We put out over $1400 to have the non-functioning parts replaced in the unit and now it works and has been working fine ever since. Both companies also informed us that the A/C unit was the correct size for our size home.
It is quite obvious to us that there is collusion between the warranty company and their contracted companies that come out and do the work. This tech from Tuck Heating and Air told us he checked the system but what he didn't notice the fan blade was on upside down and didn't check the compressor or valves. He charged us what he knew was maintenance related issues that the warranty company would cover and then told them that the unit was undersized knowing that they wouldn't have to cover that. When I later contacted Homesure Services Inc and told them that we brought out two independent companies and had in writing that the unit was not undersized for our home they told us that they would only take the advice of their contracted companies as to the unit being under or oversized. Don't be the next consumer to be ripped off by this company.