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.
KANSAS CITY, MISSOURI -- DO NOT USE HMS UNLESS IT IS FREE. Summary: furnace broke in the winter with many days of below freezing temps and it took them 4 full weeks to try and repair. I had to fix it myself, so that my entire family didn't freeze to death, but was still forced to pay the $100 deductible and they would not reimburse me for parts.
Detail: I wish that I could give 0 stars for every single step of this process. My furnace broke down in the middle of winter this year, so I called HMS for assistance. They said they could get someone out the next day to look at it. Annoying, but understandable since not many places work after 5 pm. Serviceman shows up in the morning and diagnoses the problem and says he will place an order for the part, but that it will take 48 business hours to place the order AFTER he logs his request that evening, THEN 7-9 business days to receive the part, THEN we can schedule an appointment to fix it.
Based on the day of the week, this means my furnace would be fixed at the earliest 14-16 days post-break... in the winter... with subfreezing temperatures. I call HMS and ask why we can't just order the part on Amazon (I have Prime - 2 days max!) They are only allowed to work with specific providers. I order the part on Amazon anyway to hope against hope that HMS can figure out a way to get their part to me in a timely manner so that I don't have to fix it myself - thankfully they assured me that my case was logged as an emergency (lol, yeah right).
Not once was I called by HMS to update me on how long it was going to be, so I call a couple days later and the service report is still not in so they can't even begin the 2 day process of placing the part order. None of this process makes any sense. Taking 2 days to find a part in the days of the internet is horribly absurd. My 75 year old grandfather and my 6 year old nephew could both complete that process in less time than that.
Luckily I receive my part from Amazon and fix it the furnace myself. This is 4 days post break. At this point I have paid 100 deductible for the visit, paid for the Amazon part and they should be ordering the part from HMS, so I decide that I could at least get the extra part, since I have basically paid $100 for it, so I decide to wait to see how long it takes HMS to run through their process of fixing my furnace.
Still 0 phone calls from HMS. I mentioned this process to my real estate, who keeps in touch about these sorts of things and she tells her representative to contact me. 2 weeks post-break Rep contacts me basically to tell me that 14 days is pretty normal and reasonable. REASONABLE TO HAVE NO HEAT IN YOUR HOME FOR TWO WEEKS IN THE WINTER.
I have no idea how their customer service is allowed to work this way. Not once was I (sincerely) apologized to. He also tells me that if I fix it myself the furnace is voided from the warranty. At this point I have fervently decided that I will most definitely not be continuing the warranty. Thankfully this year was included from the seller when I bought the house.
4 FULL weeks post-break, serviceman comes to fix the furnace. I tell him I really just want the extra part, because I had to fix it myself and paid $100 plus parts already for them to do literally nothing. He then proceeds to tell me that he cannot leave the part, because HMS wants it back if he doesn't use it. I try to see if HMS will at least pay for the part that I had to use on the furnace, and they will not.
Throughout the process I tried to just be honest about my desire to get my money's worth after having to fix it myself, but that definitely did not get benefit of the doubt at any point. Hoping that if someone who has HMS now reads this, they can learn from my mistakes. Incredibly frustrating and slow process. Would never recommend to a single person.
DURHAM, NORTH CAROLINA -- Please be aware that HMS is dishonest in their business practices. We have been with this company for over five years and when our dishwasher stopped working, we made a claim in June 2017. The repair/service person they sent was EXCELLENT and easily diagnosed the problem and called them for the order of a new part.
After about ten days, I called the repairman and he was shocked that I had not been contacted. Our dishwasher was no longer manufactured, replacement parts were no longer available in our region, but HMS was still searching wider for a replacement part. I allowed a few days and contacted HMS who advised they could not find my claim and later explained that they had system problems and were continuing their search for replacement parts for my dishwasher.
By mid-July, I had followed up with HMS twice, initially told they could not find my claim AGAIN, then found it. Explained that they were looking for parts and that they would contact me. Each time I called, the wait time was 45 minutes at minimum.
Of course I explained that it had been a month without success on the part and that it was unreasonable to force me to wait longer while they lose my claim again. I wanted to know the next steps, but they insisted that they needed more time to find the part and that they were in the middle of a systems change and this accounted for their lack of continuity. Over the next several weeks I followed up and was told the same again and again after a 45 min to 1 hour hold. We were very upset.
Unfortunately, we had a death in the family that took us out of normal operation for about 3 weeks, but when we returned I followed up with HMS, who had left no messages for me. After finding my claim, they advised that the repairman was coming back to complete the repair. We were SO happy as we liked our dishwasher.
The gentleman returned and tried to repair the unit without success. We needed a new part as he first determined. This was now September. It took five more calls from me to move the claim that spent about 3 weeks in 'Authorizations" for a go-ahead to replace. They suggested a unit and claimed it was the replacement unit for my old one. I could not see it at the store, only online and the exterior measurements were in line with my old unit. This was now November and when the dishwasher wasn't in place by Thanksgiving, we were exhausted.
Ten days later, I had to follow up again and wait on hold (1 hour) again for them to advised, "Our Authorization department is behind on giving the request for replacement." This was waaaaaay crazy and we'd never had this problem in 7 years with HMS. My next call was the following week where they promised I would receive a call with my replacement options. They actually called--I was surprised and although we wanted to take the cash option rather than deal with them on the replacement--they said we would be given $274.00 toward the dishwasher. "Wait. What?" We could not replace our unit for this price and so we went with their replacement.
The unit arrived, taken out of the box and looked pretty normal--just a standard GE dishwasher. The installers worked on getting it installed and I left them to their business rather than stand over themBIG MISTAKE!!! They were running the unit to make certain it was running correctly and I was overjoyed that we had a working dishwasher at last.
Fifteen minutes later, I went to the kitchen to rinse my coffee cup--and had no hot water. "Huh?" I called the installers back and they advised that due to the design of the new dishwasher they had to install a by-pass water line. "What in the world?" I had to get under the counter and open a new water valve that they installed without telling me a thing. I open the dishwasher and 60% of the top rack isn't there. The front part is there and could hold two rows of glasses, but the back half is flat. I stared at it for a full three minutes trying to figure it out.
I called GE. This was NOT the dishwasher they recommended to replace mine. This was an UNDER THE SINK unit that is designed to have the sink fit into the top half of the dishwasher and 60% of capacity is lost in order to save space. The by-pass water line was necessary because it was installed under the counter and away from the water line. No they would not take it back. I COULD NOT BELIEVE IT.
Although HMS's contract advises that they would replace with like type quality and capacity, since I allowed the unit to be installed I was stuck with it. Yes, I have called several times and other than an apology that I waited 6 months, lost capacity and had a water line installed without my permission I was stuck because the unit was actually installed. Neither HMS or GE would take it back.
This is unacceptable, dishonest and cruel trickery against the consumer. As much as I have tried, other than a letter to HMS copied to the BBB, the Attorney General of my state (which I am currently writing) and the Consumer Protection Agency. It looks as if I have simply been duped by the warranty company who was supposed to treat me fairly. Of course, we are switching as soon as we are advised of whether the BBB and the Consumer Protection Agency need us to do something more.
Beware of HMS, there are several other companies with A ratings who treat their customers honestly and without tricks. In this particular situation, it would have been better for me to have replaced the unit myself or taken the $274.00 and paid the additional cost to replace the unit. Unfortunately, we are now a family of four with a dishwasher designed for an apartment in New York. Normal sized plates do not fit on the lower rack and just as I have over the last few months, I will be washing dishes by hand.
Learn from my mistake. Do not accept an appliance that you cannot view at a store and is offered only online. Do not allow an install of a product until you grill the installers on every aspect of what they intend to do--whether you're a licensed repair person or not--you are expect to know their business. Please don't trust HMS and if you're with them... run. For the same cost you can have one of the top three home warranty companies in the nation. Google the list and prices and you'll agree. Good luck.
BEL AIR, MARYLAND -- On July 2nd called about refrigerator being inoperative. Customer service representative said 1st vendor could respond on July 9th. Unacceptable, then left message for second vendor. I called 4 hours later for another vendor (no response from 2nd vendor) but was told I must wait 4 business hours and that the claim could not be assigned to another vendor. Plus the representative and supervisor said it was too late to get a response from other vendors (7 pm that evening).
The following day the 2nd vendor called to say that his father in law has died and he could come out on July 9th. Called HMS and relayed same. The representative said no one could come out till next week. But they would forward to dispatch to continue to find a service vendor. At 9 pm HMS called to say someone could come out on July 4th to ascertain problem (already knew it was blown compressor and had informed same, but the sequence is for service tech to come out, tell HMS what the problem is and give price for repair, if HMS doesn't like material price, then they purchase elsewhere and ship to service rep).
Funny the day before the supervisor said no one would respond after 7 pm, so I had to wait 20 hours to hear that that I wasn't getting service. But the next day I get phone call that a service representative could respond on July 4th (call was at 9 pm).
At this point I had waited 30 hours to get a service call scheduled for an inoperative refrigerator. Then a wait from the representative to tell HMS what the materials would cost for repairs, and in the meantime hundreds of dollars of food lost. So knowing that a service call on July 4th and then a call to HMS if answered (it is a holiday), for material approval, if not, then HMS will ship parts to service representative or approve a new refrigerator (this one is 8 years old). So basically looking at July 11th for completed repairs or replacement (at the minimum). So basically 8 days without a refrigerator. So HMS won the battle and we purchased a new refrigerator.
Have had HMS for 8 years and never had this bad of customer service!!! We could live with bad service from HMS for an oven (could use microwave or BBQ grill), a dishwasher (could wash by hand), a dryer or washing machine (could do by hand or go to a laundromat), etc... But without a refrigerator could not keep stuff cold for the babies and grandparents, so we spent 1100.00 and had a refrigerator delivered the next day. Funny the same company who could not come out till July 9th, 7 days after the initial service request, but can deliver, remove and install a new refrigerator the next day!!!
Also funny the supervisor on July 2nd at 7 pm could not get a service representative to respond at that time of day, but the next day the representative found someone and called me at 9 pm to say that they had talked to someone. HMS is basically out for themselves, no urgency from their employees and whatever hardships you are encountering is of no concern to them. They talked to me like I was a child and were very condescending. Looks like I will change to a new company next year, maybe they will be more customer orientated!!!
1625 NW 136 AVE BLDG E #200 SUNRISE, FLORIDA -- We have never dealt with a more unprofessional, untimely, and incompetent company ever. We bought a home in the summer of 2019 and have since had issues with two major appliances. Despite overwhelming paperwork to prove otherwise, HMS Home Warranty claims to not be responsible for them. Customer service is subpar. Communication is extremely lacking or nonexistent. If we had any choice in the matter, we would not have chosen this company. We don't write reviews often but when service is this bad, we feel obligated to prevent other people from going through what we are going through.
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.
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.