HMS Home Warranty Compliment - A very good service.
In the past I have seen many complaints about at lot of Home Warranty services, most of them justified. So I thought that I would give a review about my latest call to HMS.
A few days ago, my hot water heater decided to go to that big appliance graveyard in the sky. Messily so. At 3am in the morning no less.
After cleaning up my ‘new indoor pool’, I called HMS. This was at about 5am. They said that they would locate a plumber when most of them opened and get back to me as soon as possible.
At 8:16am I get a call from HMS with the name of a plumber that could come over that evening and they put me through to the plumber on a three-way call to get all the details down.
Plumber came (I’ll do a review of them when everything is finished) at about 7pm and let me know that I’ll need a new hot water heater and that they will fax all the info to HMS in the morning.
I start thinking that this is going to be an uphill fight to get the hot water heater replaced. Most warranty companies will fix things with very little trouble, but put up one heck of a fight if the item actually needs to be replaced.
The next morning I get a call from HMS telling me that they have received the paperwork from the plumbers and that it’s going to ‘claims review’ to see if they will authorize a replacement or not and that it might be 24 to 48 hours before I hear anything back.
I get a call from the plumber later that day telling me the same thing, and that they would call me when HMS updates them.
Next day I get a call from HMS telling me that the hot water heater has been approved and would I like the new hot water heater shipped to the plumber they chose or would I like to find another plumber, pay for repairs myself and be reimbursed?
I asked them to please ship it to the plumber and about how long would it take? The young man stated that he was very sorry, but since it was so late in the day, it wouldn’t ship to the next day, meaning Thursday and that the plumber would most likely not get it until late Friday.
I was thinking that it would be at least 3 to 5 days for them to ship it!
And here was HMS saying that they were sorry that it was going to take one day to get the hot water heater to the plumber…
I told him that the plumber getting it Friday was more than acceptable and better than I hoped for!
The plumber did, in fact, get it late Friday and will be here today to install it in the late afternoon.
HMS as already called me today asking if everything was going ok and that they would call again on Wednesday to make sure the install went well.
In the 5 years I have had HMS I haven’t had any bad service from them at all. They have always been nice, polite and helpful.