HMS Complaint - David Stood Up by HMS / Homesure / of Virginia, Inc.

Review by David Stood Up by Homesure on 2010-07-29
FAIRFAX, VIRGINIA -- I strongly warn you to NOT use HMS / Homesure of Virginia, Inc. I have a home warranty with them to cover items such as the AC and appliances and could not be more frustrated with their service. It is currently over 100 degrees in my town and a week ago my AC stopped working. I called to set up an appointment and they said the earliest they could get out was in 4 days. I tried for earlier but they said it would be an emergency charge…etc. so I said OK, I will wait 4 days. On the 4th day, my wife took off work to wait for the repair man and NO ONE SHOWED. So she wasted an entire day. I called later that day to notify them of the problem and they said sorry, must have been a mix up, and we’ll bring someone out in 3 days first thing in the morning. So we wait 3 more days, my wife takes off the morning and guess what? NO ONE SHOWS. We called the repair company directly (not HMS / Homesure of Virginia, Inc.) and they said they never received the work order. I called HMS / Homesure of Virginia, Inc. to notify them of the problem. They apologized again, and said they would *kindly* incur the emergency fee this time and send someone out by the end of the day. I told them *sorry* was OK after the first mistake, but after the second mistake IN THE SAME WEEK they needed to compensate me for my wasted time. I didn’t care how they did it, a couple months free warranty service, a gift basket,…etc., whatever. They said NO and read me a bunch of legal mess. I said fine, I want to cancel my policy then for lack of performance, and they said OK, but that there is a TWENTY FIVE dollar CANCELLATION FEE --- WHEN THEY WERE AT FAULT!!!! I dealt with Christopher Spence x1034 and Aldine who were both polite but COMPLETELY unhelpful. USE ANOTHER COMPANY.
Comments:2 Replies - Latest reply on 2010-07-29
Posted by andbran on 2010-07-29:
i would go ahead and cancel. to me 25 dollars is a drop in the bucket compared to the aggravation you went went through. i have had 2 home warranties( fidelity and American home sheild) and cancelled after a year with them. just take the money you pay monthly and put in a savings account or some sort of account. when something goes wrong you will have the money right there.
Posted by Venice09 on 2010-07-29:
Great advice, andbran. Warranties are becoming less and less reliable and more a source of inconvenience and aggravation. If you put the money aside, at least you're in control of how things are handled when you need to use it instead of being at the mercy of these companies who find every excuse under the sun not to honor their warranties.

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