LEXINGTON, KENTUCKY -- We haven't had AC for over a week now and sweating to death in the summer heat. My AC unit is 27 years old and we have had our policy for almost two years. We bought the premium package so we would have the best coverage for when the unit finally broke. As soon as the unit broke, I called and they sent the repairman out the next day. He said the unit was old and called it a “rust bucket”. He told the warranty company that we needed a new unit. Too old to fix.
The warranty company is disagreeing with their own repair guy and claim all I need are replacement parts but since the unit is so old, I am responsible for the rest of the parts in order to upgrade the whole unit to brand new. Some of the parts that they say I have to pay for are things that my policy covers. It's obvious that I need a whole unit, and that's why I was encouraged by my realtor to purchase the warranty when I bought the house. I've paid the warranty policy on time every month for almost two years and not when it's the middle of summer, I need a new unit but the warranty company won't pay to replace the unit. Only to replace parts and I have to pay for all the extra “upgraded parts”. That is just bad business and a scam for homeowners.
When I needed them the most, they won't pay what they should and it's impossible to speak to anyone in customer service that I can understand. I've called countless times and been transferred to numerous departments but no one will help me. They have agreed that those are covered items on my policy but it's somehow not covered because my 27 year old “rust bucket “ just needs some parts replaced and I have to pay for all the others parts so it can be “upgraded “ to a new unit. This is soooo frustrating!!!
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.
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.
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.
An issue with the plumbing system in our house caused us not to have any water since July 29th. We called on the morning July 30th for help, and we were told this is an emergency and it will be forwarded to Dispatch Department for immediate service; we never received any call or email or any help that day. So we called again on during the early morning of July 31st, requesting help; we were told this is an emergency and it has been marked as an emergency in the system and the Dispatch Department will reach out to us later in the day and told us to call back if we did not hear anything that day.
Of course, we did not receive any phone calls or emails and any help, so we called again during the afternoon of July 31st; we were told there is nothing we can do but wait. So we waited until the next day and called again during the morning of August 1, we were told this will receive immediate attention and will send us the contact information of a service provider as soon as possible. We never received such information, so we followed-up during the afternoon of August 1. Again, we were told there is nothing we can do but to wait.
We called again early morning of August 2, and we were told this is already marked as an emergency in the system and we just have to wait as there is nothing else they can do. A total of 7 calls has been made over the course of 4 days just so I can have water at my house (which I believe it's a basic human right), but each call has been a waste of time. It is now August 3, and we still have not received any help.
I believe my case demonstrates the way HMS treats its customers; no attention or help was given to an emergency situation. My understanding is that if this is an emergency situation, it should receive immediate attention. My case was even noted as an emergency in the system, and yet we received no help at all and it's been 5 days and counting without water at our house. How can I expect HMS to help us or anyone else when a problem arises?
Most importantly, I purchased a home warranty at HMS so I can have a peace of mind and that I can feel confident that someone is there when I need help; but I have received neither except endless stress and anger. For those who are shopping around for a home warranty, please consider my experience during your decision making; I would not want anyone else to experience what I have experienced.
CLEVELAND, OHIO -- I have had HMS for 5 years now. I have never had any problems with them up until now. I am clueless of how they have gone from a great company to a horrible company. I called them regarding my refrigerator not working properly. They assigned me a service date of August 3, 2018, which is an entire month to go without a working refrigerator. I call them several times regarding my concerns of August 3rd not being an acceptable service date. The first agent told me they would check with other vendors to get me scheduled and someone will call me. Well everyday that has come and gone no one has called me.
Everyday that I call HMS regarding this situation, I get a different agent with a different story. I never fail to pay them on time every month. This is totally unacceptable service. After all the lies, hopes and false promises that HMS has been telling me for almost a week, I decided to look them up to see what the reviews are. Well lo and behold, every review is similar to my situation. No one is satisfied.
Well today I called to cancel my warranty and wouldn't you know it, they had the nerve to ask me why am I canceling. LOL!!! I basically told them to go online and read all the reviews about your company. This company is horrible. If you are reading this review and are thinking about purchasing a warranty from them. PLEASE DON'T DO IT. I wish I could give them a -10 rating. I also wish that I could be reimbursed for this entire year of contract fees. I am praying that HMS will at least stop my contract fees from coming out of my checking account on time. That will be another issue of trying to get them to refund me. SMH.
APPLETON, WISCONSIN -- I'd give this company zero stars if I could. Do not waste your time or money. This “warranty” is a scam and it's designed to make you choose between paying out of pocket or waiting and risking more costly repairs/damage the company won't cover.
I purchased a HMS home warranty with my new home which I closed May 18, 2018. 12 days after closing (Sat. June 2) I noticed my water heater had begun to leak. I immediately sent pictures to my realtor and told him I was going to go buy a new unit and have it scheduled for installation before it flooded my basement. Then I went to Lowe's on Sunday, bought a new water heater and had installation scheduled for Tuesday, June 5. On Monday, my realtor told me to contact Karen & to help file a claim with HMS.
Karen told me I had to do everything online and that even though I had gone through Lowe's I could still get thing covered if someone from HMS could look at it and verify the leak and Lowe's was using someone from their list of approved contractors. So, even though I was on the phone with Karen and I'm sure she could have helped me, I went and tried the website only to find my policy was not yet on file. I emailed Karen, told her I couldn't access the website and asked what my options were. I told her if HMS couldn't get someone to come out today, that I would be going forward with my Lowe's install and wanted a refund on my warranty purchase.
I simply couldn't afford to have 40 gallons of water dumped into my basement waiting on HMS who can't even upload their new policies within 2 weeks of purchase. Her response: “Got it, sent request to client services for refund.” She didn't even try to get someone out because this is a total cash grab and they'd rather give me my premium back than pay for a more costly repair. They aren't protecting you from anything; they just want your money and then hang you up on red tape to avoid paying.
Basically, my choices with HMS were pay for a new water heater out of pocket or wait for them to schedule someone to inspect/repair it without providing a timeline while risking costly water damage repairs if the leak worsened. That's not protection, that's a joke. Thankfully, because I was still within 30 days of buying the policy, I was able to cancel it and get a refund (which will pay for about half of what the policy would have covered). Had that not happened, I would have demanded a full refund. Can't stress enough to stay away from HMS and Karen **, they aren't in business to help people save money.