HMS Home Warranty
Reviews and Complaints
Takes 2 weeks to repair central air
Refusal to repair faulty AC unit
Like everyone else, I've been hoodwinked by the empty promises of HMS Home Warranty. HMS has had to service the same A/C unit 4 times in the last 2 years and instead of replacing it, they keep adding parts to it. As with anything faulty, you add a new part, it places stress on something else. Lo and behold, the A/C unit's condenser (which was just replaced a year ago) started leaking, froze the lines and the unit started 'hopping' which cracked the casing. The repairman comes out and says the unit is old and not worth repairing because (1) parts aren't available any longer and (2) even if he fixes the case, it doesn't mean that something else is an issue.
Of course, HMS states that it's a "maintenance issue" and will not cover it. They know I have a pregnant woman, who's bed-ridden, in the house yet they refuse to replace the A/C. What's the purpose of having a home warranty if the repairman tells them a new unit is needed and they refuse and come up with an excuse that makes no sense whatsoever.
Dragging their feet on a claim
My AC went out and I immediately called HMS. They sent someone out and they determined compressor needs to be replaced.
Within two days, HMS said they have approved this claim and are "researching" replacement parts or paying us cash to have it fixed. They said they would contact us within 24 hours. A week later after calling each day, nothing. Each day they said it was being "researched" and someone would contact us within 24 hours - even saying our claim status is at "high priority".
We have had no AC for a week and still nothing. Dont use them.
HMS Warranty - NEVER!!!!
HMS home warranty
HMS HOME WARRANTY STINKS!
Incomplete useless repair
Near the end of June 2009 my air conditioner gave up the ghost. I called HMS my home warranty people at 800-432-**** gave them my contract number of 5807****. By July 2nd the new condenser unit was ready for pickup and installation Carrier PA13NR018000. The service tech who was performing the install called carrier tech support (1.800.227.7437) to check on the compatibility of the A coil (evaporator coil ) that was attached to the old unit with the new unit. He as told by CARRIER (the manufacture of the new condenser that was being installed) that the coils were NOT compatible. The Tech informed HMS of this fact and was denied permission to purchase and replace the A coil. SINCE installation of the new unit my home will NOT cool below 84 degrees. I called HMS today 7/14 2011 (spoke to a customer service rep who transferred me to the authorizations department and spoke to some lady who did not give a name) and told them about this issue.. I was informed that they had completed the task at hand. THEY DO NOT REPAIR ISSUES CAUSED BY INCOMPATIBILITIES. So I called Carrier customer service hotline at 1-80*-277-**** spoke to customer service and was informed that the wrong coil would void the warranty of the new unit because installing the wrong coil (a non Payne coil) is considered a misapplication. SO here I sit with a house that will not cool and a home warranty that is not effective at fixing the issues. This is a very unhealthy environment for the asthmatics in my family and me.
Cost for HMS home warranty $445
Cost for service call $100
Total $545
BEWARE HMS
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Verified Reviewer | Warrenton, Virginia23 days without AC!
HMS Warranty -Worst Customer Serv. I have ever experienced
HVAC Replacement Fail
HMS Home Warranty - AC Not Working For 2 Weeks and Counting
Insurance fraud
HMS Home Warranty - SCAM!
So I purchased a home in early February. Along with the home purchase purchase process, I went with HMS as a home warranty company. What a huge mistake!! The week of May 15th, my AC stopped blowing cool air. I submitted an online claim and was directed to call their designated AC service provider, set up a service call. AC technician arrived at my house and found the problem causing my AC not to function. Apparently a nail had rubbed *** in our return line somewhere in the wall. No fault of our own, just poorly installed prior to me owning the house. HMS denied our claim aying that the return line is not apart of the AC System. What a crock. You have to have a return line for an AC system to function properly. I went round and round with these scam artists for hours. They would still not honor our warranty. Do not under any circumstances give your money to HMS. If I would have known that I would have saved the money and had money to put towards the out-of-pocket repairs I need to have made to my AC system. When I told them I would send litigation, they female CSR actually laughed and said good luck. Seriously, why are these people still in buisness???
Here is their contact info -
FAX (800)468****
EMAIL: hmsservicecenter@***.com
Corporate #: (800)327****
Address:
P.0. Box 551299
FT Lauderdale, FL 33355-****
HMS National, Inc
Extremely Poor Service - do not use
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2 weeks is too long but keep in mind a home warranty or any warranty for that matter that you buy is not a guarantee of service in any time frame unless you are buying a service level agreement which states service in a certain time frame. A warranty is a plan that protects you from unexpected out of pocket expense.
You can always find a company that can get out and fix your A/C same or next day if your willing to pay several hundred or thousands of dollars. Go to Best Buy. Buy a laptop with warranty.
Have a failure and see if you get it back same or next day. ,)
THey refuse to fix our air conditioner. They said that the repairman put in the notes that there were leaves in the unit and that they only fix if normal wear and tear - not for external causes like leaves.
THey also said the unit has been turned off for a few months. First of all, who uses their air conditioner in the winter/spring - of course it was turned off. Second of all, find me one ac unit that doesn't have leaves in it, especially after winter/spring clean up and blowing the leaves is the only way to get the debris cleaned up. What a joke.
They just give excuses.
They literally will not do anything to fix it and we are going on 4 weeks of dealing with this with mostly 90-100 degree temperatures.
Not only did it take about this long to have my AC repaired..with no concern of expidited service with 2 kids on ebeing an infant... the repairman reconmended that the WHOLE unit be replaced...What did HMS do??
replaced the bare minimum to have the unit operational...
3 months later... its broke again....
2 weeks?! Ha!
We're on 3 months...
HMS is a joke. Can't wait to let our policy expire and give our business to their competition.
Bighill_49091
We sincerely apologize that the wait time you experienced was not in keeping with your expectations. I assure you that your experience was not representative of our turnaround times for service. We would be happy to look into the specifics of your situation and try to find a way to rectify it. Please email us at eRelations@***.com and provide your contract number or name,along with your property address and phone number with best time to contact you. We will investigate the situation and report back to you as soon as possible.
-eRelations Specialist HMS Home Warranty