WISCONSIN -- We bought HMS Home Warranty for our new home purchase. Our 1st claim was an electric ignite fireplace that would not start - denied as out of scope. More frustrating, the refrigerator water line stopped due to an insulation breakdown that caused sweating on the back panel, then rust and freezing that stopped the water flow. Claim submitted, claim denied - why? No coverage for issues due to rust. We appealed the claim with support from the technician who came to look at the issue. Claim again denied - this time they claimed they only cover "mechanical damage due to normal wear and tear".
We expressed that this was the issue and that insulation failure was a mechanical failure. HMS stated that "mechanical failures are where there are wires coming out". Really? We tried to clarify that wires are electrical which should also be covered. In any case HMS was dug in and not going to cover this claim, despite no legitimate reason to deny the claim. Our opinion is that HMS is a sham outfit that will fabricate any reason to deny a legitimate claim. The 1-star review is only because lower ratings are not an option. Find another home warranty provider - dozens are higher rated from a simple Google search. Avoid HMS at all cost.
INDIANAPOLIS, INDIANA -- HMS Home Warranty is in the business of providing home owners with operating appliances. I have had to miss multiple days of work and be on the phone for hours with HMS and with the service provider of their choosing and my refrigerator is not in working order. My original claim was filed on 12/28, it is now 1/23. What service is being provided if you are making someone wait a month + for a working appliance. I have essentially begged for them to replace my fridge that is worth less than $700. The amount of work I have missed, the amount of time I have spent, they have spent, and the service provider they chose has spent, and the cost of the parts well surpasses this amount.
I am a young adult. This is my first home, and it's an old one. I plan to have a home warranty for multiple years on this house and I plan to buy numerous houses in my lifetime. I also have a lot of friends that will soon be in the market to buy. Shouldn't there be something at stake for them to make this process even slightly bearable? Word of mouth is a powerful marketing tool and I plan to be very vocal about my terrible experience. Below is the timeline written out in more detail:
12/28 – I filed a claim to repair my broken fridge. 12/31 – I took the day off work for a scheduled repairman to come, waited 6 hours, he called numerous times saying he was an hour away to then at call at 6:30pm saying he would not be coming. I was on the phone for over two hours as HMS and Sears volleyed me back and forth to each other both saying the other was responsible for rescheduling. Rescheduled out for 1/8, so a week later, fridge still broken.
1/3 - I was able to reschedule service for this day because I stayed on top of the website waiting for an opening. The tech showed up, told me he likely would not be able to diagnose the problem because I unplugged my refrigerator because heat was coming out of the freezer and I thought it was a safety issue. He said he would likely have to reschedule because of this. Luckily that was not the case, and he was able to diagnose the problem, order new parts, and schedule my service... to be on 1/21. Fridge still broken.
1/21 - The service guy shows up with his equipment and torch to repair my fridge. Spends 4+ hours in my kitchen. Leaves without verifying the fridge was operating. Fridge is still not working. 1/21 evening - spend additional hours on the phone with HMS and Sears as they volley me back and forth to one another, both unable to give me a straight answer. HMS says they must wait for Sears to submit a report, Sears says they have submitted a report. I eventually get hung up on by Sears customer service and numerous calls were dropped from HMS. I would continue to get transferred from person to person at least 8 times and had to reexplain and reexplain my issue to people who were not able to help me.
1/22 – I spend hours on the phone trying to get someone to look at my fridge. More calls are dropped. I finally get someone to schedule yet another person to come out purely to diagnose why my fridge is still broken, scheduled 1/28. Again, I have to wait an additional week. My fridge is still broken.
It has been one month since I submitted this claim, my fridge is still not operating, I have missed quite a bit of work for an unresolved issue. HMS marked the claim as complete because the guy was out at my house yesterday, but nothing was resolved.It is not that valuable of a product for this much of a headache. I do not want to wait another week for someone to come out purely just to look at my still broken fridge. It is worth less than $700 and the amount for parts and time that has already put in to this product is not worth it for the product. Before the guy left, he claimed if it is still not working the additional repairs would not be worth it and I should just get a replacement. This has been a huge burden financially and on my time.
LEESBURG, VIRGINIA -- Towards the end of last year I placed a claim with HMS as my convection oven (part of a dual wall oven) was making a very loud noise whenever we turned it on. They sent Sears to come out to take a look at it. I took off time from work to be here for the appointment. Sears said they needed to order a part to have it fixed and that when it came they would fix it. The part came 1 week later. I contacted Sears to come out and replace it. The day they were due to arrive I took time off work again. Hours passed before Sears finally sent me a text saying they had to reschedule. The next reschedule date, I took time off again, and Sears cancelled again. I then called HMS to have a new different company come out (Moonstar Appliance).
Moonstar appliance came out (took another day off work) and replaced the part. Unfortunately, it was a part for the conventional oven, and not the convection oven. The technician said he would contact you all (HMS) to put in another ticket to have the correct part ordered so they could replace it. I never heard back.
Today (July 8, 2019) I called and spoke to a representative from HMS and a supervisor who both told me that they would have to put in a NEW claim with a NEW deductible. This is terrible service. I shouldn't have to pay another deductible for the same issue. I took time off work for this type of poor and shoddy service, and HMS has only exasperated the problem. The supervisor was rude and uncompromising. Would not sway at all and was adamant that I should have to pay again. They have set up a new claim, and I will pay the new deductible. But I will not be renewing my contract with HMS next year. In an industry as competitive as this, I'd think customer service would be a way to differentiate themselves. Obviously this is not the case.
WICHITA, KANSAS -- Made a claim for a plumbing issue. The issue was found to be rusted pipe under the house. Claim was denied due to the issue being "outside the home." Tried to call to find out why the claim was covered and it took forever to get a live person. Finally got to the new client line that connected me to claims. Claims sent me to billing. Billing sent me back to claims.
People in the claims department speak very poor English and were almost impossible to understand. Explained that the plumber confirmed the issue is inside/under the house and that per our policy it should be covered. Was told it would be but in fact they opened a brand new claim and we're still not getting the issue resolved. Not the first time I've had issues with HMS and had to call and fight with them to get a covered issue to actually be covered. Will not be renewing the home warranty when it expires.
GLEN BURNIE, MARYLAND -- When we filed a claim for our broken fridge we were assigned a company without a website and a 1/5 Yelp rating. Initially I had difficulty contacting them. We finally got in contact and scheduled them to look at our fridge. They said a part was needed to be ordered and would take 2-5 days after July 18 (the day of the first appointment). Giving them the benefit of the doubt we waited 5 business days until the 25 until trying to reach out to them, since we hadn't heard from them. We finally heard back and scheduled July 29 (11 days without a fridge) for the installation (HMS confirmed the part had been delivered). The technician said no one was home and he'd come the next day, even though they had a door code and the first technician had no difficulties.
The next day (July 30) I took off work early to be there and he didn't arrive or reach out to me until I reached out after waiting for 1.5hr. They rescheduled for the next morning (July 31) but never came back. Calling HMS I was told they'd elevate the situation and the company should contact me by Aug 5. No contact. Calling HMS I was given a different company, who missed the first appointment on the 6th and on the 7th, surprise the fridge needed a part... That would take 2-5 days to be delivered. Three weeks without a fridge when 1 was expected and no fix in sight.
EVANS CITY, PENNSYLVANIA -- Hot water tank broke. Called to file a claim. Was told to wait 24 to 48 hours for someone to call me. They only had two plumbers they would use and neither would accept the job. Told HMS I was without hot water and have 4 kids. They told me they would update me to emergency service and send to their dispatch dept.
3 days later and still no call. Purchased my own hot water tank and installed it myself. FRAUD!!! Reporting to the BBB and and any and all review boards I can. After posting a bad review I was told to email them and they would contact me. No one has so much as emailed me since. They'll take your money and when it comes time to file a claim they will leave you with so much frustration and time without whatever broke that you'll end up paying yourself for the fix and then will tell you they won't reimburse you for it.
OHIO -- Our air conditioner quit, we called over the weekend. We were given a number to call for service on Tuesday as Monday was a holiday. The company when contacted does not service our area. We were finally given a few more names and they scheduled an appt in 4 days. They came out, assessed the problem and turned it into the HMS. Waited a week, and they wanted them to come back out and check for leaks. Turned that into HMS. We waited another week. They decided to ship the parts to the repair company. They did not receive them. Now they are tracing the shipment. Another week has gone by. NO PARTS. NO AIR CONDITIONING AND IT HAD BEEN A MONTH. THIS COMPANY SUCKS.
MIDLOTHIAN, ILLINOIS -- Please look somewhere else when using this company. The communication is poor, the accountability for mistakes is poor, and without looking at the small print you will pay even more than you expect. This past week, my furnace went out and I called and made a claim. I was immediately connected to an HVAC company without talking to a real person, everything was automated. I set a date for the repair guys to come out and then I waited. Within two days the repairs were done.
Do not get me wrong the repair guys were very knowledgeable and helpful but throughout this whole situation, I have not talked to HMS ONCE! I was not contacted for a consult, a summary, or any details to what is covered and what isn't covered in this situation. By the end of the week, I was stuck with a $1200 bill that was dropped on me because HMS covered barely anything.
I got in touch with a Customer Service "Supervisor" and was basically told that they called the wrong number but if I looked at the book it would show they do not cover the modifications that the repair guys needed to do. By the end of the conversation, I was told that they can't do anything about the bill and was told they can send me another Warranty book in the mail. PLEASE DO NOT WASTE YOUR TIME/MONEY ON THIS FARCE OF A WARRANTY COMPANY. I will not be renewing my warranty.
On March 29th I submitted a claim to HMS for my washing machine and they promptly responded. They worked to find a repair place and set up an appointment to have the machine repaired. The first place they assigned me to said they couldn't repair my machine because I couldn't provide the serial and model number since it had washed off the sticker. Then they attempted to set me up with a GM repair place since that is the type of machine I have, but there weren't any that actually service in my region. So HMS set me up with the original repair place. This all happened on March 30th and I was able to set the appointment for that weekend.
The first visit was on April 2nd and the technician ordered a new motor to repair it. The next appointment was set for Thursday, April 13th and a different technician installed the part. During that visit he stated that the ordered part was incorrect for the washer and that even if the part was correct for my machine that it would still not resolve the problem. He advised me to contact HMS because there was nothing he could do for me. He said he could not order a new part for the machine because he did not have the full serial or model number and would be simply guessing on what to order.
He also added that the original technician had just started in December and wasn't as experienced. I contacted HMS that same day to explain and find out what to do next. HMS said that they would review my case and get back to me within 24-48 hours. They said they would be in contact with me to decide if they would replace my machine or try repairing it and send a senior technician.
On Monday, April 18th I got a voicemail while I was at work from HMS asking if I had received any parts or scheduled any repairs on the machine. So I called back and the woman I spoke to said that they were still reviewing my case and that there wasn't any parts ordered. Then on Tuesday, April 19th I received an automated call from the service repair place confirming my appointment for the next day. I called HMS and they said that I was scheduled for a repair for the next day. No one ever contacted me to tell me that they had decided to try repairing the machine again let alone set up for another repair appointment. I was not going to be able to be available with that little notice.
My next appointment was set for April 26th (earliest date I could take off work). HMS said that it was just a general repair that needed to be done and a general part needed to be replaced. So the part would be sent directly to the repair place. The previous part was mailed directly to my home. For my April 26th appointment the first technician came to my house to service my washer again. He asked if I had received the part yet and I told him I was told the part would be sent to them. He said that they never do it that way and it should always be sent to the customer's house.
He ended up ordering the exact same part for my washing machine again even though I told him that the last technician said the last one did not fix the machine. I contacted HMS and they said it was not the same part and that they would re-evaluate after the next service call. I then called again that same day after finding the receipts that the technician provided to me showing that the exact same part was ordered. I then called again and requested to speak with a supervisor. The supervisor returned my call and contacted the repair place to find out why the same part was ordered again.
The repair place told HMS that the first ordered part was faulty so that is why they needed to have a new one ordered. Yet they waited to order the exact same part until the third trip. There should not have been any reason to delay. On May 5th I had another visit from the first service technician so that he could install the part he ordered. He installed the part (the exact same part that was originally ordered) and it did not fix the machine. It turns out there was absolutely nothing wrong with the motor. Now he thinks the problem is the motor control board and a part needs to be ordered.
I contacted HMS to find out what the next step is. So far it sounds like it will be another service call and the technician isn't even sure that will fix it. The earliest time he can come back to fix the machine is May 12th. There has been poor communication between HMS and the repair service. No sense of urgency in fixing my machine. They have spent literally hundreds of dollars on a very basic washing machine. I have had to take several days off of work for this and paid outrageous prices to do my laundry in the meantime.
I question why I should even have a home warranty and what its purpose is. I feel like I have had to call every other day to HMS just to make sure they are staying in touch with my repair technician. HMS is perfect for someone who enjoys poor service and broken appliances! At this point I feel like I am in a hopeless situation and out my $100 deductible. I am not confident that this will be resolved anytime soon.
WASHINGTON, DISTRICT OF COLUMBIA -- It is freezing cold inside my house and has been for almost a week now. Without HMS Home Warranty, my furnace would have been fixed several days ago. My experience with HMS Home Warranty has been absolutely awful.
DAY ONE: I discovered that my furnace was blowing cold air early Monday morning. My preferred technician told me they could fit me in between 9 am and 11 am, but according to the home warranty booklet I received when I purchased my home two months ago, I needed to go with HMS's provider. HMS's technician said he would be there between 4 pm and 6 pm on Monday, so I waited. The technician did not show up and did not answer his phone. I could not leave a message because his voicemail was full. It was very, very cold in my house Monday night.
DAY TWO: I called HMS again on Tuesday and another technician was assigned. He told me his team would arrive early on Wednesday morning. It was very, very cold in my house Tuesday night.
DAY THREE: The technicians showed up on Wednesday morning, investigated, and showed me pictures of a broken motor and a rusted metal plate that need replacing. I paid my $100 deductible. Wednesday afternoon, when I called to follow up, I was told that we were waiting for some sort of decision from HMS (my technician told me he had tried to call HMS several times but the hold periods were too long and he had to try again later). It was very, very cold in my house on Wednesday night.
DAY FOUR: When I called again on Thursday to follow up, I was told that we were still waiting on some sort of decision from HMS. I emailed HMS's "24 hour" customer service line that evening to complain about the delay and remind HMS that my house was freezing and had been for days. It was very, very cold in my house on Thursday night.
DAY FIVE: At about 1:30 pm on Friday -- when I still had a few hours left to scramble and find someone to fix my furnace during the regular business week -- I received a vague email from HMS notifying me that "your claim has been resolved" and informing me that someone would call me. I responded by email that this was unacceptable and I needed an immediate response. No one called me on Friday. It was very, very cold in my house on Friday night.
DAY SIX: At 8:26 am on Saturday I missed a call from HMS -- I was (mercifully) still asleep. When I returned that call later Saturday morning, I was informed that HMS had decided not to cover the cost to repair my furnace because the problem involved rust and corrosion -- a fact everyone has known since Wednesday morning.
It is still very, very cold in my house. I have paid $100, wasted precious time following up with HMS and its technicians, and spent six days in the cold. And now I need to start over, on the weekend, when I will have to pay overtime to fix a furnace that would have been fixed days ago if I had not had an HMS Home Warranty.
I never want to deal with HMS again; their lapses and delays have put me in a worse position than I would be in without a home warranty. I want the full purchase price of my home warranty back. I want my $100 deductible back. And I want HMS to cover any overtime charges I have to pay to get my furnace fixed this weekend. This has been an awful experience.
Dear rebbyann519, it's clear this has been a very frustrating experience for you. I understand that one of our team members has reached out to you and is working toward a resolution. I will continue to keep myself aware of the situation to ensure this matter is addressed. Sincerely, Stephanie eRelations Specialist