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HMS Home Warranty Consumer Reviews - Page 3

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Comapny Is Horrible
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

YORKTOWN, VIRGINIA -- Ok so I inherited this company when we purchased our home. We called on our air conditioning the first time and they sent out the rudest person to our home. He said that it was low on freon and he charged it up and we were good to go. Well 3 days later it was sweltering hot again so we called and the sent out same guy. This time he was not happy that he had to come back out and he got extremely rude with my wife so I called HMS and they sent out a new tech and the issue was taken care of.

So then the last month of the inherited contract came and we needed to repair our stove and they denied the claim saying that it's a part that has to do with the self-cleaning and that's not covered. Well the issue was the oven would shut off and read an error code and that part wasn't made any more. So they didn't want to replace my oven with a new one. Now it was time to renew and I thought that it was a fluke about the oven being denied so we renewed. Wish I hadn't!

Flash to today. It's 20 degrees in Virginia and we are cold. I called and repairman said that it might be duct work and that it may not be covered so he determined that it was in fact duct work and that it seemed that it was due to wear and tear. Well HMS denied our claim saying that neglect caused the issue and that neglect was not changing air filters. We that's not a true statement.

Who is HMS to say that it was lack of filter change to cause the ducts to suck in. The tech said that it would take several years of no filter changes to even cause that. Well ours are changed every 3 months because they have the wonderful 3 month filters now. And we get our unit serviced 2 times a year so what grounds do they have? I called to speak to a supervisor and was told that it would be 24-48 before a supervisor would return our call. Now it's 20 degrees and that isn't cool. This company should not be in business.

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Company delayed contacting me or providing any information for over 3 months until warranty had expired, then denied valid claim on technicality.
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

FT LAUDERDALE, FLORIDA -- In November of 2015, my pool heater covered under HMS home warranty stopped working. I filed claim (#90866799) and had service technician out to inspect. Technician was able to diagnose that heater was not functioning, said it was unlikely that we could even get parts to repair, and said they would need to replace the unit. When HMS failed to resolve the claim, I contacted them on nearly a weekly basis for over 3 months, and kept getting the same response that "this claim should have been resolved, we don't know why there is delay, someone will contact you within 48hrs." No one ever called, e-mailed or otherwise contacted me. Finally, on 2/18/16 I call again to attempt some resolution, and suddenly a couple weeks after my warranty has expired they say they're denying my claim because my pool professional disconnected water line from heater so we could keep filtration running and to avoid further damage to heater unit. They claim according to terms of warranty, since water was disconnected, they couldn't properly diagnose and are denying replacement. The fact is that their technician was able to properly diagnose since the water running through the heater in no way affects operation of the heating unit, which was not functioning. Also, I wager if we had left water connected and it caused further damage to heater, they'd deny saying it was our negligence. Additionally, the water line could easily have been reconnected at any time in the last 3 months so they could "properly diagnose," but oddly they wait until the expiration of my warranty to provide me any information. Today, when speaking with a supervisor, they say I could reattach line to heater and renew my warranty for another year so they could file a new claim, but otherwise they're unwilling to do anything. It strikes me as extremely suspicious that they provide absolutely no contact or information until after my warranty expires and then attempt to use situation to get me to renew. After the nightmarish service I've received on this and other claims, I don't want to give this company any more of my money, and feel they are engaging in deceptive and disreputable business practices.

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HMS Home Warranty Not Worth It
StarStarEmpty StarEmpty StarEmpty StarBy -
Rating: 2/51

GLEN ALLEN, VIRGINIA -- Our dissatisfaction with the company stems mainly from the slow response times and overall value. We've contacted HMS three times since moving into our house last year:

Claim #1 — This was for a refrigerator repair. That claim was denied, something that couldn't be determined until someone was sent out and we paid our deductible. In that case we ended up spending more money and time than if we had found someone ourselves.

Claim #2 — We had a pipe break during a snowstorm. It took way more time to get someone out to fix it through the warranty company than if we had handled it ourselves because each time HMS contacts one of their service companies that company has 24 hours to get back to them before HMS moves on to someone else. I would've just kept calling until I got someone. But at least HMS did agree to pay for it. Unfortunately though, because it took them so long to find someone to fix it we were without water for several days and that was pretty unpleasant.

Claim #3 — Our air conditioner stopped working. It took over two weeks before it was finally repaired. During that time there were many days that it was miserably hot here — 90's, to upwards of 100 degrees one day.

In general, there has been a lot of "they have 24 hours to get back to us" and the warranty company now has 48-36 hours to decide what they're going to do about it", etc. This can obviously drag things out considerably. Also, I got the impression that warranty customers are lower on the priority scale for the service companies. On the positive side, the people I've spoken with at HMS are friendly and professional and did try to be helpful, so it's not all bad. In all, though, we won't be paying for this service when it comes time to renew.

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Slow Service and Fishy Technician
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

KNOXVILLE, TENNESSEE -- Our first and last claim to HMS Home Warranty was terrible. The AC unit stopped cooling on April 9, 2015. After a claim was submitted, they sent a technician to check the system. I was told it needed a split valve. It took them one week to deliver it to the technician and another two days before he could come out and fix the unit. This time, we were told we need a new compressor because the old one burned out. It took another week for the new compressor to be delivered.

Today, after the claim have been filed for 3 weeks, the technician told us the new compressor burned out because of the acid in the system. He blamed someone put dye in the system and the company won't do more. I tried my best to understand what the technician told me and why the new compressor burned instantly. After some research, I know when the old compressor burned out the oil becomes extremely acidic. The right procedure to replace a new one is to flush the system with solvent to clean the acid. Or else, the acid in the system will attack the new compressor and burn it again.

Obviously the technician didn't do so and wanted to cover this by claiming there was dye in the system. No matter there is dye or not, he should flush it first. Of course the company won't listen. Miraculously, not like other HVAC company who need inspection and time to order a new unit, the same technician tried to sell us a new system for $4,600 and he can install it the next day. Fishy? FYI, if they mess you up, they won't refund you your deductible. Trust the reviews here and on many other websites and be away from this company.

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11 Days With No Heat or Hot Water - Still Waiting
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

FT LAUDERDALE, FL -- Our situation is very similar to the prior gentlemen commenting. Everyday we call HMS for a status update, we are informed a decision is made and we should be getting a call with some options within the next 24 hours. Then we are told it is back in research and another 24-48 hours. Next day we are told we should hear something within a couple hours. Next day we are told it will be 24 hours. That was several days ago. Miserable in Michigan. I will be updating this once a final decision has been made if they make one.

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HMS Home Warranty Sham
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

LEAVENWORTH, KANSAS -- This home warranty company is a complete sham. Terrible company, horrible service, ridiculous wait for needed repairs, service contractors who do not know what they are doing. Still waiting on a repair for over a month for a dishwasher which should have already been replaced. Service technician said, after he made repair (which still hasn't been made), "Machine may still leak!" WTF? Scheduled for another repairman who left note on my door saying "Sorry we missed you" and I was home at the time of his visit! Worthless ripoff company with no values and no concern for customers. This company is a scam.

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HMS Home Warranty Is a Scam - DO NOT USE.
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

HMS Home Warranty is one of the worst companies I have ever dealt with. Our furnace stopped working 11 days ago. We called HMS and they sent someone out. D and D Mechanical looked at it, poked around and said they got it to work. It worked (kind of) for a day then we had to call again. HMS sent D and D out again, they looked at it - said HMS wouldn't cover much and would make us just through a bunch of hoops to try to get any work done.

We called other furnace companies (on our own dime) and had them look. They saw and said it needed to be replaced, it was not in good shape. Called HMS again to try to get it taken care of. HMS wanted us to pay another deductible which we refused since it was the same problem. D and D called us to say they were submitting the report that said we needed the furnace replaced. That was a few days ago and I can't get HMS to return my calls. This is really pathetic. It is freezing in our home. Do not waste your money with HMS, they will not pay what they are supposed to. They are a scam.

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Do Not Use HMS Or Give Them Any More $ If You Already Have A Policy!
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

FT. LAUDERDALE, FLORIDA -- We purchased our home in Cincinnati last year and this warranty was provided by the seller of the home. Our A/C died and they sent two different incompetent or unwilling service providers to our home, neither fixed the problem and said they couldn't figure out what the problem was. Because our home was so miserably hot and we had no confidence that a third provider would be any different, we called a provider we know to be competent and honest: Prescription Air. Doug from Prescription Air was able to diagnose the problem in ten minutes and they fixed it by the next day (after acquiring the needed part).

I called HMS to request our $100 deductible back that we had paid to the first provider, because they never fixed our problem. They refused to refund the deductible, even after I told them by doing so they would be losing my business and that I would tell everyone I knew not to use their worthless warranty services. I would give them ZERO stars because they were ZERO help to us and seem to have ZERO integrity or business sense. Steamed in Cincinnati.

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Will Deny Every Claim
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

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.

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Horrible Contractors and Customer Service
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

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.

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HMS Home Warranty Rating:
Star Empty star Empty star Empty star Empty star
1.0 out of 5, based on 77 ratings and
90 reviews & complaints.
Contact Information:
HMS Home Warranty
1625 NW 136 Ave., Bldg. E, #200
Fort Lauderdale, FL 33323
954-835-1900 (ph)
www.hmsnational.com
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