HMS Home Warranty
HMS Home Warranty Overview
The aggregated data is based on reviews and questionnaires provided by PissedConsumer.com users.
HMS Home Warranty has 1.2 star rating based on 213 customer reviews. Consumers are mostly dissatisfied.
- Rating Distribution
Pros: Prompt response to calls, Idea of warranty convenience & replacement of aged appliances, Noy much.
Cons: Run-around, Horrible customer service, Run around and lies.Recent recommendations regarding this business are as follows: "Buyer beware.", "do not bother", "These people have a poor service model and poor follow up with their vendors.", "Find a different company.".
The aggregated data is based on reviews and questionnaires provided by PissedConsumer.com users.
HMS Home Warranty has 1.2 star rating based on 213 customer reviews. Consumers are mostly dissatisfied.
- Rating Distribution
Pros: Prompt response to calls, Idea of warranty convenience & replacement of aged appliances, Noy much.
Cons: Run-around, Horrible customer service, Run around and lies.Recent recommendations regarding this business are as follows: "Buyer beware.", "do not bother", "These people have a poor service model and poor follow up with their vendors.", "Find a different company.".
Most users ask HMS Home Warranty for the refund as a solution to their issues.
Consumers are not pleased with Reliability and Exchange, Refund and Cancellation Policy. The price level of this organization is high according to consumer reviews.
Media from reviews
Worst service provider ever! stay as far away as possible from these rip off cinch trade name they go by now!
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified Reviewer | Smyrna, GeorgiaTerrible customer service and not doing what they are supposed to
Preferred solution: Replace my broken AC unit that is broken beyond repair as stated in the warranty
User's recommendation: Buyer beware....
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified Reviewer | Oak Creek, WisconsinFind Another Provider!!!!
Worst home warranty experience in my life. Purchased as part of our new home purchase.
Made a claim for a fireplace that would not ignite - denied. Then a refrigerator stopped working. Paid $100 for the technician visit, concluding the issue was due to mechanical breakdown of the insulation and not fixable. HMS denied the claim stating terms did not cover damage due to rust, we appealed with technician clarification that the rust was a result of the failure, not the cause.
No help - on appeal, we were told they only covered damage due to mechanical issues from normal usage. We explained that this was exactly that. We were told that mechanical issues are the ones with wires coming out. Seriously?
We commented that wires are electrical not mechanical, and that insulation failure was mechanical. No help - claim denied. We have concluded that HMS is a sham operation that will find any excuse to deny a claim, regardless of how legitimate. We are out the $500 paid for the HMS warranty, plus the $2500 it will cost for a new refrigerator that should be covered.
Avoid dealing with this company at all cost.
Google home warranty companies and you can fine dozens with better ratings- I wish I had, rather than take the realtors suggestion. The only reason this 1 star is that lower ratings are not a choice.
Preferred solution: Deliver product or service ordered
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified Reviewer | Cincinnati, OhioThey sent out poor plumbers who could not find a leak although there was water on the floor
Preferred solution: Let the company propose a solution
User's recommendation: These people have a poor service model and poor follow up with their vendors.
DO NOT USE THIS COMPANY
- Refusal to refund
- Unit not being replaced or repaired promptly
- Anything about the whole interaction
Preferred solution: Deliver product or service ordered
A bad company
User's recommendation: do not bother
Denied claim
- Horrible customer service
Preferred solution: Deliver product or service ordered
User's recommendation: Find a different company.
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified Reviewer | Baltimore, MarylandDo not buy this warranty service
Sent plumber, paid deductible for service they later say is not covered
Worst Warranty and Customer Service - RUN!!!!!!
The first week of July our AC Unit stopped working. We contacted HMS to open our first claim.
The company they provided us to work with had a phone number with a voicemail box that was full. They never answered, their voicemail did not have details about the company such as hours, etc. My husband and I sent a text to the phone number with the details of our claim. After multiple texts to the phone number, we finally received a phone call back.
On the day of our appointment – Monday, 7/15 8-12 we get a call at 11:30 that he can’t make it until around 2:30. After he reviews our unit, he determines that he was just some cleaning, installs a trap, removes some water that had dripped f from the unit and $492 later is on his way. It doesn’t fall under the warranty. He tells my husband that it’s the hottest summer ever and if we can get our home 20 degrees lower than what it is outside, we are in good shape.
After a week of 80+ degrees inside my house, I began knocking on my neighbor's doors to see what it was like inside their house.
If it was the same as mine, then I would just let it go. But if it wasn’t then something was off. On Saturday, 7/20 I opened another claim after we hit 90 degrees in our house. That evening we hit 100 degrees.
We were told that another company would contact us with 48 hours. On Sunday, I called the company. They were closed but had their phone roll over to another number. I spoke with someone, they confirmed they would be by on Monday morning.
On Monday, she calls back, she can’t see my order. I look at my order online, it shows expired. I call HMS and it was reassigned. What?!
After several conversations back and forth the job is then assigned back to the original company…oh and there were no notes in the system as to why…they girl on the phone didn’t know why.
The company that came out was great. They did a lot of troubleshooting that the first company didn’t do. (I am not calling out the names of those two companies as this is about HMS) It was determined to be a “defrost switch board” that needed to be replaced. A part that could be picked up from a parts store if HMS would approve it.
The company called HMS to order it. I then called HMS to confirm they received the call. We all did this while the company was standing inside my doorway. To confirm that it happened Realtime.
YES, it did! Success. The company then went on to another job to allow for it to be authorized. I called HMS 1 hour later to see if they had been authorized.
Not yet. And again, an hour later – they showed they were authorized. I called the HVAC company back…they had not received the authorization yet. I called HMS back, they said that the company had to call them.
I called the company to tell them to call HVAC, so they did. The company was told that the part was ordered. The company called me back to tell me that they were told the part was ordered but not yet authorized. I called back, they said it was.
I did this again for another hour. We then did a three-way call in which the authorization department said they made an error and ordered the wrong part. After they ordered the right part, they then had to wait for authorization again. We then went around again to make sure they were approved to pick it up.
After several calls yet again, the company still had not received the email to go pick up the part. Instead, they received an email that they were going to be shipped the part in 8-14 days! So, I called back in, asked to speak to a supervisor. Was placed on hold by Michael…while on hold for 25+ minutes I used my other phone to call in and try to speak to a supervisor again.
I spoke with Roxanne who was never going to let me speak to a supervisor. I was extremely frustrated with her, she eventually hung up on me. I called back in, the young lady said she would get me a supervisor and placed me on hold. I had just hit the 35-minute mark with Johana the Case Management Supervisor came on the line.
She started out very abrupt and almost rude stating the policy and procedures. Her supervisor is Chris, he is also a supervisor, not a manager. When I asked if she could call the department to send the email to the company to get approval for the part she couldn’t. there was nothing she was willing to do to help or try to help.
She wasn’t even nice or friendly knowing that my house is 100 degrees. No empathy, no apology, nothing but “this is the policy, this is how it works, we may have messed up but it will be another 24-48 hours before the ticket will be viewed…etc., etc.” until I said, something like – “that’s fine, this call is also being recorded for quality purposes to be used for news channel 8-9-10 and every other news outlet I can find.” She then placed me on hold to see what she could do to assist. After several minutes on hold, she came back to inform me that the ticket was with the research team and that they were researching the part.
The parts store is now closed. I have taken an entire day off work.
I will now have to take another day off work, and I am still without AC. My problem is STILL NOT RESOLVED!
Do not get HMS Home Warranty Services. It’s a waste of your time. I could have contacted another company by now and had this fixed for less money, less stress, and less hassle.
Don’t forget that you pay a deductible for each company plus whatever that company decided to charge you. You pay your monthly/yearly rate and your time off work. They also take something from you each time you call them….a little piece of your dignity when you must talk to someone that doesn’t even have a care in the world about what you are going through. RUN!!!
*depending on how this turns out I may update this with the additional pictures and any videos/recordings of my final experience.
Or they will be shared with the BBB, Social Media etc. Companies like this should not exist to provide a service to customers.
Am not getting the service I need and have paid for.
Preferred solution: Deliver product or service ordered
Dont waster your money
After a long fight and being told nothing else I could do, I contacted the real estate company I purchased my home through and also got a hold of the person responsible for getting this agency connected to the real estate company. They reached out and then it happened...
I would like to start off by saying we just purchased a new home and with it came your warranty for Home Repair and such.
Shortly after moving in we noticed the dishwasher was not working correctly and as a result we reached out to your company for repair. I received a vm message that said someone would be reaching out to me within the next 48 hrs. I should also receive a email with instructions for service.
Issue one: I did not receive this nor did anyone reach back out to me.
Then I called back and got a pre recorded option where I did get some information on who was doing the repair. I was told that on a Friday between 1 and 5 someone from the repair company would be out. I did however have to call and confirm appointment.
Issue two: Although I made several attempts no one picked up the phone and I got only a recording saying they were busy at this time and could not take my call, call back later ("you can not leave a message on this line, per recording").
I then call back to your company and could not find an option that would help me other than we sent you a link about you claim.
Issue three: I called back again and figured I would try saying representative to see if that got me to a person. If fact it did work. and the person was kind and after I explained this issue to him he said no problem we will assign a different company to come out and he gave me the number. I then called that number and got someone who set the appointment and confirmed it. They came out and the repair man said it was going to be around 800 to fix and that did not include labor, so they will be wanting to just replace it more than likely. He said he would get the information in and it should be sent over to you all within a few days and I should be getting a call. He also explained that they do not do installs so the people putting it in will probably be someone else.
I waited and then reached out and was told that he would put me through to the people who would be doing the repair. I was on hold with sears appliance repair services for 20 mins to be told that they had no idea on any repairs for me.
Issue Four: I called back to be told that according to the notes I have to get a message and respond saying I wanted the washer or the money instead to move forward and that he was going to send a message seeing what the hold up was because your system showed all notes had been made. He went over everything and we found that per the repairs man that was at my home saying it was a 6 cycle and me seeing the front on my dish washer showing and saying it is a 6 cycle that the notes were wrong in your system. He then informed me he would make the notes so that when the comparison was done they would do a six cycle and a 5 cycle.
I called back because I had not heard anything on the comparison and was they just got it the day before and was in process please allow 1 to 5 days. I then said ok...
Now it's Saturday 8/10 and I get a email saying that I could take $390 or Dishwasher Model GSD3360KSS, I looked up this and now
Issue Five: The dish washer I have is a Whirlpool and when new was rated 4.5 out of 5. This replacement is rated 3 out of 5.
The dish washer I have is a 6 cycle and the replacement is a 5 cycle. This is not acceptable
The dish washer I have is all push button. The suggested replacement is *** and some push button options.
This is clearly not comparable in many ways. I have already had to come to the understanding I am not getting a whirlpool, where as it is clear the GE brand is not as good as the whirlpool but to give me 5 cycles and knobs as well when mine is a 6 cycle and push button control this is not comparable and is very subjective to whom ever is doing the research. I would challenge the person that did this and say he or she did not research nor did they correctly suggest comparable unit to me. Your service is not free and I paid for it. I have had nothing but issues through this entire process and I am reaching out to you to ask that you make this right.
I have replied to the email with the approval of the dishwasher recommended but after I did the research on it and found the above given information. Yes if you do nothing and this is my only option I will take it, However social media, news stations and other media relations will hear about this including the BBB, Not limited to a discussion with potentially a attorney . Keep in mind I don't want to go this direction and nor am I threating the company. I am just asking for this to be made right. Oh yea I am a "VET" and the VA would be another option as well for me and that is an corporate account. I am just the type of person to work off of ethics and doing what is right and considering all that I have gone through this needs to be made right.
This should be sent to Management at all levels, I would love to give your company in the future ways to improve your level of customer service. Fee free to reach out to me. I have had your own people tell me that upper level management never hears these issues and most are ignored and hidden under the rug, so please prove your own employee wrong and re assure me the quality of this company.
I was told at the end that I would not have a choice if I didn't take it within the 15 days and so I had no choice but to take a cheap dishwasher to replace the one I have. I will never use them again and will let the world know what a cheap, rip off, scam of a company HMS is really. They will only tell you it is your choice to take the money or take what they offer, the choice is mine... so mad and sad I would love to get a class action law suite against them, they are scamming people...…
- Idea of warranty convenience & replacement of aged appliances
- Worthless warranty coverage
- Warranty replacement is a rip off
Preferred solution: Deliver product or service ordered
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified ReviewerResolved: Stay Away
Replacement item and check were sent
Preferred solution: Deliver product or service ordered
Absolutely not customer friendly
- Customer service
- Refusal to replace items
Preferred solution: Let the company propose a solution
Resolved: Terrible experience- still ongoing
The refrigerator was finally fixed- took over 2 months - $spent with eating out everyday and the frustration made it far less than a good experience but they did finish the job eventually- I would still have preferred to keep my $600 and just buy a new one than go through that again
today 10/18/19 there was supposed to be someone out to try to repair again- never showed and sounds like they haven't even figured out how they can make the parts they have work- what was ordered didn't fit - so now another appointment for 10/26 for them to look at it again to see if they think it can be fixed and then a few more trips to try to make it work is my guess- I honestly don't expect to have a working Fridge before thanksgiving at this point- I have never seen a company willing to spend what is obviously more than a replacement Fridge would have cost to try to fix one- I certainly wouldn't be investing in this company as their business model is very poor- they seem to think they will save $ by spending months to fix something - at any cost- rather than replace it - even if replacement is the cheaper route- poor product, poor customer service, poor contact information, poor conflict resolution- My advice- skip the home warranty or find a better company to get one with.
- 2 months and no where close to having a working refrigerator
Preferred solution: Deliver product or service ordered
They dont pay their claims
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