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.
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.
WISCONSIN -- I've called your company 4 times to try to get a claim filed. First 2 times I was on hold so long it disconnected me and hung up. I tried to file online as I had 3 claims and the system only let me file 2 online. Why? Third time I called I got a offshore customer service representative who couldn't answer or understand even the basic questions about my coverage and assigned me the wrong type of service technician for my issue.
Then 4th time I called to rectify the last customer service reps mistake, I was told the coverage I was reading in my warranty was "optional" and that I could add it. Even though there is NOTHING about the issue I had being optional. It was right there in my warranty. She transferred me to "member services" to add the "optional coverage" and after being on hold 15 minutes, the phone system hung up on me. I won't be calling back and instead will be writing reviews on every website about them I can find.
SPRINGFIELD, VIRGINIA -- My A/C wasn't working and they sent a company to look at it. The technician looked but did not touch anything. Didn't test anything. Didn't measure anything. Just wanted the $130 deductible and was out the door in 5 minutes. Diagnosed a bad evaporator coil and gave me an estimate for “items not covered by warranty” of $1425!!! I was suspicious so called another company on my own. That technician said I just needed refrigerant, filled it, and it has been working great! Cost? $150.
I called and wrote HMS to complain and asked for the $130 back and I was told that the deductible is nonrefundable as it covers the cost of the service call and diagnostics. I explained that no diagnostics were done, and that it felt like a scam to just get the deductible and if lucky, the inflated estimate amount. HMS did nothing to help. They told me to call the A/C company to complain. But they are the ones who sent them out! I didn't choose that company, they did.
I have a warranty company to help me with my home repairs, not to cause me to deal with an unscrupulous company that they recommended! HMS does not vet the companies they send, they do not regulate the quality of the companies that they send, and they do not make the companies accountable. It's Russian roulette! What's the point of having a warranty company if they are not going to be your advocate?
VIENNA, VIRGINIA -- Filed claim online for HVAC units, two weeks later, no repair, no call from escalation contact at HMS. Ordering parts. Meanwhile without heat for 2 weeks. They couldn't have cared less... The WORST company to deal with. I'd rather pay for a new unit than deal with these people ever again. I'm convinced too, as another reviewer wrote, that they just ignore their customers and delay servicing until they give up. Terrible company. Will not renew.
FORT LAUDERDALE, OKLAHOMA -- I acquired a HMS Home Warranty as part of a home purchase. I will NEVER use HMS Home Warranty again. I have done two claims thus far. One has gone completely uncovered for reasons they can't explain. The other I have been waiting almost 90 days and counting to get reimbursed on. Continue reading if you would like to get walked through the process that HMS Home Warranty provides.
First, submit a claim for a water heater. One week later, they call only to alert me in a voicemail that they cannot find plumbers in the area. After one missed call, they leave a voicemail saying to find my own and since I didn't answer they will merely send me a $250 check to cover the water heater. I'm not even in the business and I know a $250 check will not come close to cover this.
I call back within thirty minutes. They tell me to find my own, make the plumber call them to verify the work needed and seek approval, then pay for it and then submit the invoice for reimbursement. (So they can promptly answer and take phone calls to verify the work but on the exact same call not handle payment??).
Anyways, I do all of this. I submit my invoice via website, via email three times. Meanwhile I receive a $250 check in the mail... I call multiple times, I email multiple times, I submit questions via website multiple times. 80% of which go UNANSWERED! How does a business not respond to the customer once much less 80% of the time?! Ridiculous. I am still waiting for the remaining balance to be reimbursed after almost 90 days!
Second, submit a claim for general plumbing. My claim gets denied because "my contract starts on March 29th". My phone calls, my invoice from my plumber, etc. all date March 30th. Over a span of two weeks I talk to multiple representatives attempting to make clear that March 30th does indeed come after March 29th which makes the work within my contract.
After multiple conversations, I get forwarded on to a manager. A manager that before she even starts talking to me, has already made up her mind and starts the conversation with "what's your problem?". After she finally comes to understand the mix up between dates, she moves onto her next excuse that the work is "suspicious". After the blasphemy accusation that my claim was "suspicious" I asked to speak to her supervisor. She lines this out and says that her supervisor will call within 24-72 hours.
THREE WEEKS LATER, I get a call at 9AM on a Saturday to follow up my discussion. I was so annoyed with the whole deal that I told her I didn't want to deal with them anymore and I'll just pay for the plumbing work myself. She responded with something like, okay sounds good, bye. WONDERFUL CUSTOMER SERVICE! A supervisor among managers among representatives has the attitude of "great, one more person we successfully avoided paying out!".
This company is an absolute JOKE. This company is the epitome of why people hate paying for insurance. I will NEVER use HMS Home Warranty and will alert anyone I know to never use them as well. They are an absolute waste of time and money. I am convinced the representatives are told to ignore and delay every issue until the customer gives up and or forgets.
ALABAMA -- HMS is a complete scam and I'd highly recommend staying away from them. It took me over 11 years to realize this (multiple policies at my VA home and my AL home since 2008), but will be cancelling my remaining policy when it expires at the end of August.
My family continues to go without air conditioning for a week over a blown compressor, yet despite status calls (they never call us - we have to repeatedly follow up with HMS) we keep being told that their research department is still looking into how to order the correct part. We were told this was filed as an emergency claim (we have two small children), yet we receive no follow-up and just today received the worst customer service imaginable.
A guy by the name of Ian kept raising his voice and losing his patience when simply asking him to repeat what he said please (he twice muffled questions on address and customer number – I stated, “Sorry, could you repeat that?”). He initially could not even find my claim and kept referencing two prior claims (one of which HMS did not even pay - garage door repair, which they claim is covered under their warranty, but that they refused to pay).
I stated that I want to ensure my policy is not on auto renewal - in which he said membership handles that and they are open Monday through Friday. I asked if I could speak with a manager. He stated that none were present but he put me down for someone to call, but it could be 24-48 hours or more. I said yes and asked that he send me an email confirmation that a manager would be calling. He stated he could not because they don't have internet email access.
Upon this I became very frustrated and told him, you just verified my email address, do you not have internet explorer, Google Chrome, or Firefox? You can't send me an email? He stated, “No - our system doesn't have email access”.
I told him I expected a manager to call me back and I would not be renewing my policy. Never once did he apologize, state he was sorry it had been a week without service, or anything. He kept stating there is protocol they must follow for all questions and claims.
Previously with my garage door, HMS claimed they only deal with the actual garage door opener electronic box. Anything with the actual door rails, coils, suspension, sensors, etc. were not covered. It's all connected and I could not pinpoint the problem myself. They claimed it was everything but my electronic box. They refused to budge despite diagnosing over the phone. There was a problem with my sensors to the electronic unit, possibly the unit itself, and the brackets, but the bottom line was the door wouldn't open (I'm not a garage door tech, so the company I had to use and pay for replaced everything).
I've come to realize with HMS that I've never had the same company come out for anything twice. The companies they use are poor – service and knowledge of what they are supposed to be doing. In now knowing some decent repair men in the area I've learned that HMS will pocket a $100 deductible for each claim. They hire unproven and unknown companies (who can't get business for themselves – because they aren't good) for $40 a job (only way these people can get work).
These companies and HMS will do everything in their power to do the most minimal repair and keep your old appliances alive for as long as possible. You end up spending far more money in the long run than hiring service people and/or replacing your appliances, units, HVACs, etc. Do not use this company. You will lose money, receive poor service, and not have your appliances/units repaired properly.
MONTGOMERY VILLAGE, MARYLAND -- My experience with HMS is beyond frustrating to say the least. It's the worst company I have dealt with and I agree with all the reviews. They don't deserve to receive a 1 rating. I would give them a -0 if there is anything lower than 0.
My nightmare begun in February of 2018 when we reported that our heat pump was not giving out heat. We discovered the problem after out December bill surged to $700.00. During the months of December and January when temperatures dropped to subfreezing temperatures, we put our thermostat to 65 degrees or 68 degrees at the most. We were shivering inside the house but we wear our winter clothes on just to mitigate the cold inside. In December, when we received out bill of $700.00 my husband checked our system and realized that there could be a leak.
We called HMS and reported the problem in February. From the very beginning of this ordeal, the customer service representative who took my claim gave me the name of the service provider they were referring me to. She said the provider will contact me to schedule the appointment but the call never came. I called them 3 days after the initial call and the woman who answered said that the technician came out the day before but nobody was home.
I couldn't believe how they would schedule him to come out without letting me know. She reasoned that their system automatically sets the time and date the provider should come out but none of this schedule was confirmed with me. The provider said that they thought HMS had confirmed this with me that's why they came out the day they did. HMS then gave me the phone number of the provider so I can make the appointment.
The guy came out the first time and I paid my deductible. He said he will order a replacement unit. When he did, it took 2 weeks for it to be placed in the system correctly. The customer service said that the technician/ provider did not complete the report so it was just there in the system and could not be forwarded to the research department.
Though I have been calling daily to follow-up, every customer service who answered and looked at the status of the job was telling me something different from the previous customer service representative. Sometimes even telling me that it was not coded in their system correctly so it will take several days again before it gets corrected and processed in their system.
It took one and a half months before it reached the Research Dept. and it took another month before they could authorize the job. The first technician/service provider was not even reliable. He said he had the unit delivered to another location as their shop does not have enough space to keep the unit while he sets a date for me to come out. He said then that he needed another person to help him and he couldn't find any one to assist him so the job has to wait.
He then told me that he could not get the unit where it was delivered because he didn't know my account number etc. He then said he will come out, set a time and date (I had to take a day off) but he didn't show up because he got multiple excuses to tell me. He came out a day after but showed up at 7 p.m. when he knew it will take several hours to do the job and it got dark so my husband had to help him to install the unit. Then he didn't know why the unit won't work after he had installed it so he said he will replace the thermostat and will order it. He said it will take couple of days to get HMS to approve it. He never showed up.
We called HMS to report the matter and they sent us another provider who diagnosed the problem and said that the pipe was not properly connected to the unit therefore it has a leak so it was not sending a signal to the thermostat. He said it was not the thermostat that has a problem. He said he will file a report, inform HMS what they need to do and get authorization. This 2nd provider never called.
Meanwhile all throughout this ordeal, while I took pains to call them every single day, I literally could feel my blood pressure going up, my stress level reached the highest point that I could end up having a stroke or a heart attack by just having to deal with HMS and their service providers. Throughout this whole process from February to May, the job has not been done.
Last Friday, May 11th, HMS said the 2nd provider had an issue in their office concerning a leak and therefore had to evacuate so they could not be reached and they can't say when I will be rescheduled. The customer service representative even said that the first provider has a very low rating that they shouldn't have referred them to me. She said that she will put my request on an Emergency status so that someone should come out within 48 hours.
She gave me a reputable provider and so I called them and they said they will come out tomorrow (Wednesday) when I confirmed the time they are supposed to come out tomorrow today, May 15th (I called them 5 times since Friday, May 11th) they said they can't service my home. Imagine, they will send a technician but last minute this provider said they won't and that I am no longer in their list. When I asked why, she won't give me any reason and instead told me to call HMS.
Note that my warranty expired on April 26. The job was reported to them in February. Because of this terrible experience, I did not renew my warranty with them. Whenever I call, the member service number (customer service) won't take my call and would transfer me to the Claims Dept. and no one answers int he Department. So from the cold, we're now enduring the heat as the temperatures have soared to 90 degrees without an idea when this issue will be resolved or if they will care to get this done after all. I am now thinking of filing a lawsuit against HMS.
My goal is to save you all the headaches, medical expenses from having blood pressure or getting a stroke or getting all stressed out. So do yourself a favor and do not get HMS Home Warranty!!! They should not be in the business for another day. I have resented the day I bought my warranty from them. They're the worst of the worst.