HMS - Home Warranty Complaint - Will Find Any Reason To Deny A Claim
DALE CITY, VIRGINIA -- Incident = we purchased a house that had been vacant for quite a while. Between November (when we put the bid in on the house) and March 11 (when we went to settlement) we visited the home several times, had two inspections (including one for fha) and had many items replaced. The bank selling this foreclosure replaced the hot water heater, furnace, some windows and a toilet. We also moved in with our new washer and dryer, dishwasher, stove and refrigerator. We used the central ac immediately upon moving in so as to have air circulation while painting (every wall needed to be painted in the house). When the weather got warmer towards the end of April, we noticed that the air coming out of the vents wasn\'t strong, and although cool, it wasn\'t cold. We contacted the hms home warranty company to have someone come out to look at the system. The man that they sent from air breeze was rude and abrasive. He told us that the system was extremely old and not working, he told
us that he didn’t think that the company would approve having this fixed. He submitted paperwork and a couple of days later (after calling into the office to inquire several times and not hearing anything because their system was down for upgrades) we were told that the claim was denied because the problem was pre-existing. We were told that we could send in the inspection report and dispute the claim, so we did that and then were told that it was still denied because no inspector can check an ac unit in January when the temperatures are cold. I contacted the state corporation commission and was told to contact their contact person with hms. I called linda montriul on may 4th and was told that their system was down again for upgrades and that she would have to pull what information she could and get back to me after reviewing it. I called again the next day (may 5th) and heard nothing back until later in the day, when I received a voicemail from her telling me that sh
e had other cases to review and would get to ours when she could. I received a call the following day (may 6th) from ms. Montriul telling me that after reviewing what they had with the managers, they were still going to deny the claim because there was no reason for us to run the ac unit when the ambient temperature was below 70 degrees, so the ac unit was obviously broken prior to our purchasing the policy. She said that if we wanted to dispute it again, we could send her our electricity bills so she could verify that we ran the unit prior to calling hms.
What is the point of purchasing insurance or a warranty, if not to be able to have items that are covered, repaired or replaced when something goes wrong? How is a homeowner to dispute any pre-existing clause when they are arguing days with a large corporation? When a person or family purchases a home, they entrust the inspector (or inspectors as in this case) to verify that items are in working order. How is a warranty company, who only sends out one contractor, able to make a determination on what is or is not pre-existing? I feel that this company took the premiums for the policy and are intentionally denying the claim in order to not have to service that policy.
Damage resulting = nothing has been done, the ac unit is still broken. With warmer weather on the horizon, I am afraid that we are looking at laying out several thousand dollars out of pocket, even though we purchased a policy to cover things like this.