jim p Aqq
map-marker Overland Park, Kansas

Takes 2 weeks to repair central air

My central air went out out on 7/4/2012. I have a home warranty with HMS home warranty they are now telling me that it might be repaired by 7/13. If I didn't have to wait on them it could have been repaired on 7/6. You call them and they could care less about customer service. The people you talk to hesitate before they answer you so you know they are getting their answers from a script. They do not know the meaning of the term customer service. I wouldn't recommend their program to anyone. It's been over a 100 all week and all they tell you is they are sorry but they can't help you. How many other business' can stay around with service like that? Heck, even Congress is faster and that is hard to believe. Now I get a letter from the HOA telling me I have to remove the window ac unit I had to by just to survive this heat until my other unit is repaired. Arrgh!!!!!!!!!!!!!!
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Loss:
$1500
5 comments
Guest

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. ,)

Guest

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.

Guest

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....

Guest

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.

Guest

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

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Emaleigh Hmj
map-marker Culpeper, Virginia

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.

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Loss:
$3000
4 comments
Guest

yes, my ac /heater has been repaired 3 times, it is an old unit and needs replacing, but they instead just repair parts, plus $100 deductible each time plus cost of parts, $90-130. So why am I paying them $500 per year?

Guest

This insurance company is a fraud and a scam or they just don't have their ducks in a row. We bought a new townhome in March 2012.

The realtor got us the Home Warranty and said it's the best on the market. Our AC broke on July 10th, 2012. We got a contractor through their 1800 number to come out and check our system. He said it has to be replaced entirely.

He would have to call the warranty company and they would get back to us. Make a long story short. It has been unbearably hot, we have literally called at least 10 times a day. We have only been given the run around that our claim is in authorization, now it's in research, now it's in approval, now they need more information from the contractor.

It's just a stall technique. Then they said they had the wrong measurements. Every time we call we get a different story and nothing has been done. It is July 20th 10 days later and the claim is still sitting in authorizations.

It is a 100 degrees outside and we are deeply disappointed in our experience and in this company.

We will also be filing a complaint with better business bureau and reaching out to Mr. Weichert personally!

Guest

We would like to look into the specifics of your situation. Please email us at eRelations@***.com and provide your name, 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

Guest
reply icon Replying to comment of Guest-478919

LOL. SURE YOU WILL.

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Torah Dhe
map-marker Baltimore, Maryland

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.

View full review
Loss:
$3500
4 comments
Guest

To Steph0000 on May 5, 2012 from clovis, california, US.Please email us at eRelations@***.com with your name and contract number, we would like to look into this matter.

Stephanie Kur

I am about to live this same nightmare! We had issues when our washer broke last year...it took three weeks before they replaced the motor ane we called daily asking for updates and they always said they were still researching it.

We called this morning as our AC went out yesterday...they won't be coming until Monday evening because they only authorize overtime for emergencies!

Our house is 86 degrees right now and it's getting hotter every minute....how can a home warranty company not be available on the weekends! Any suggestions on getting this escalated based on your recent experience with them?

Guest

We called them today when our AC went out....they said someone woul call in 4 hours....the called with 10 minutes remaining and they won't authorize overtime so they can't come until Monday evening....they said they checked the forecast and since it won't be 90 they won't consider it a priority! Any tips on escalating based on your experience?

Guest

Dear Owen7777:

We would like the opportunity to review the specifics of the claim. If you could please email us at eRelations@***.com and provide your name, property address, phone number and/or contract number with best time to contact you. We will investigate the situation and report back to you as soon as possible.

Sincerely,

-eRelations Specialist

HMS Customer Service Department

/sj

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HMSsucks
map-marker Washington, District Of Columbia

HMS Warranty - NEVER!!!!

Called to submit a claim on Saturday, January 28, 2012. Clothes washer is out of repair. Service scheduled for Tuesday, January 31, 2012. Service Company, Appliance Geek of Woodbridge, is a no show. Appliance Geek does not phone to explain what is going on. HMS is notified, says they will phone me back after rescheduling. Guess they forgot about me. Honest mistake, riight. After reading these reviews, they did not disappoint. HMS SUCKS rotten eggs. Absolutely the worst Customer (NO)Service I have ever experienced. If your Real estate agent wants to provide a warranty with HMS for free, do not frustrate yourself. Certainly do not buy a warranty from them with your hard earned money.
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2 comments
Guest

You should have gone with American Home Shield. I've had nothing but great experience with them. They cost a little more, but, it is well worth it!!

Guest

I sincerely apologize for what occured and not meeting your expectations. I assure you that your experience was not representative of the type of service we provide.

I would be happy to look into the specifics of your situation and try to find a way to rectify it. Please send me an email at eRelations@***.com and provide your contract/claim number and/or name, property address and phone number with best time to contact you.

I will investigate the situation and report back to you as soon as possible. --HMS eRelations Specialist/sb

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Crazed B
map-marker Mcalester, Oklahoma

HMS home warranty

Purchased a home in 2000, sellers paid for a home warranty. One month after living there heat and air unit went out. Called HMS. they sent out a contractor, said it all needed to b replaced, to old to repair. Contractor came back in a few days, HMS had the new furnace and outside a/c unit delivered to my home. Contractor done a great job putting it in, hauled off old one. 3 days later furnace stopped working. Called HMS and told them. Contractor came out and a part on it went out. He said they buy the cheapist replacement appliances. Generic systems that u never heard off. No fault of contractor. Stay away from HMS period.
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1 comment
Guest

We would like the opportunity to review the specifics of the claim. If you could please email us at eRelations@***.com and provide your name, property address, phone number and/or contract number with best time to contact you. We will investigate the situation and report back to you as soon as possible.

Sincerely,

--eRelations Specialist

HMS Customer Service Department

/sb

rstein
map-marker Washington, District Of Columbia

HMS HOME WARRANTY STINKS!

Our furnace is an older model. We noticed a pipe was hot and there was an old smell. HMS sent the a company, Air Lingus, out to look at the furnace. The gentleman looked at it for all of 10 minutes and said we needed a new conductor tube. There is no such thing. The smell persisted so we called on our own another company who identified that we had a gas leak. Washington Gas came out and shut off our gas. It took another week to get the part during 30 degree temperatures. In speaking to the HMS rep they agreed to reimburse us for the Air Lingus visit and for the cost of fixing the gas valve replacement which we paid $551 out of pocket. I received a $201 dollar check which they said it was all they agreed to pay. This company is the worst. Dishonest and horrible at their business practices and protecting the home owner. DO NOT USE HMS!
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oldfowler F
map-marker Columbus, Ohio

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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3 comments
Guest

Oh my goodness! I feel like I could have written these complaints!

We have been without AC for 23 days, and we are living with 90-105 degree weather! it's been pretty unbearable, but the worst part is dealing with HMS people who can't seem to get their story straight! We call them almost everyday asking for the status of our repair (needed new motor and fan, then wrong part was ordered, and the latest is that the part now needs to be MADE!). No one seems to know where the part is being manufactured or how much longer it will be.

We are beyond mad...yet feel that we have no recourse.

We will take the above mentioned advice and contact the BBB and attorney general. I think the least they could do would be to offer to provide us with a window unit, but HMS didn't think much of that suggestion.

Daphne F Cyb

IT appears HMS staff monitor this board.

I posted my complaint on on 7/14 above and issues was resolved by 7/21.

This is what I learned.

#1. READ THE AGREEMENT!!!! The rep who took personal responsibility for my case assured me that HMS IS concerned that compatible parts are used. A person in the approval department of HMS (the ones who approve the expense) evidently did not understand the agreement when one of them told the original installer that HMS was not responsible for making/rectifying the incompatibility between the Evaporator Coil and the new Condenser, I was ALSO told the EXACT same thing by a different person in the same department when I called on 7/14, She told me I needed to hire a private contractor to fix the issue! Based on this it appears to me the expense approval department do not completely understand the language in the document.

#1a. By hobbling the 2 parts together a situation was created that is not supported by their agreement in section V line 2.

#2. Once it was determined that my system did indeed require the correct coil and ductwork replacement/modification.. I got a phone call from a different person at HMS (the person assigned to my issue was out for the day) this new person told me I would have to pay about $250 for the repair because HMS did not do ductwork!

I called back the next day after reading section V line 11. The agreement states it does not do ductwork if the duct is not exposed and readily accessible to service a mechanical failure of a covered air conditioning or heating system or item.

It was determined that they would perform the repair at no cost to me. BUT it was made perfectly clear that they DO NOT do ductwork despite the language in the agreement.

You can find the agreement if you do no have your own by :

googling sibcycline website HMSApplication2010.pdf

My a/c is WORKING and I am satisfied with the repair. I am however a bit concerned about the subjective interpretation of the service agreement. I would advise anyone doing business with this company to be sure to read the agreement and be sure you understand it when being denied a claim.

Guest

I work for a home warranty company and HMS, according to their contract IS responsible for the compatibility of the condensor and the evap coil. If the 2 parts are not compatible, it is considered not in proper working condition and the service issue at hand has not been resolved.

Call your local rep. In what state do you reside?????

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Daley Bpo

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
| map-marker Warrenton, Virginia

23 days without AC!

We are now at day 23 with no AC and temps at 90-105 degrees. Supposedly the wrong part was ordered and now the part needs to be MADE! No one can tell us the status of the repair, where the part is being manufactured, or how much longer it will be. In the meantime, our family of 6, plus our dog and cat, suffer through the unbearable heat. I know this is very unhealthy, plus I can only imagine what it's doing to our furniture! I feel like we have no recourse. We suggested that HMS provide us with a window unit, but were told they "couldn't authorize that." We will definitely NOT renew and will be sure to spread our story to everyone we know.
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1 comment
Guest

I agree that is way too long but as a contractor not associated with HMS, we are sometimes at the mercy of the manufacture for parts and often see them having to make the part or on some brands wait for it to come over on a ship. What people need to do is have a backup plan.

I have a generator. If my dad had a condition where he couldn't take the heat, I'd get him a room AC as a backup. IF your unit is 20 years old, then replace it. I wouldn't send my wife cross country with the kids in a 20 year old car even if I had AAA or a warranty.

And finally, my wife's uncle, 84 with heart condition, still hasn't put AC in his home. He is a friend of Warren Buffet and a millionaire and can afford it but once you get spoiled with it you expect it.

Anonymous
map-marker Peoria, Illinois

HMS Warranty -Worst Customer Serv. I have ever experienced

If you expect to recieve prompt, reliable customer service, don't bother with HMS or the companies they use to evaluate your repairs. You will end up paying $100 dollars every time someone comes out only to tell you that your claim is not covered. That is if you ever get someone to come out. Expect a window of someone coming out maybe Tues Wed or Thurs from around 8am til 9pm and then they never show up. I have never filed a complaint about any company online but this was the worst service I have ever experienced. Believe me, safe yourself the headache...
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3 comments
Guest

Realtors get a $60 kickback for pushing this useless insurance.

Guest

This HMS warranty company was chosen by Margo Fritz a representative for the seller, at F.C. Tucker in Indianapolis, IN.

This warranty covers NOTHING!!! There are so many loop-holes - that allow this company to pay for no repairs at all.

Do realtors get kick-backs from the home warranty companies they recommend?

Guest

I could not agree more. This company is terrible and absolutely no help. Their job is to make everything more difficult.

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Anonymous
map-marker Clarksburg, West Virginia

HVAC Replacement Fail

After our initial claim was denied we had our own technician come out to review the problem. He said that HMS's denial was complete *** and that he would give us his own write-up to resubmit to HMS. After we provided this additional data to HMS (and made 12 calls to their support center) they said they'd reopen the issue. After another 4 calls the HMS representative got back to me saying that the initial technician had to go back for another review in order to review the new technician's claim! At this point the house has now been without A/C for over a week with an infant and a pregnant mother living in it in the middle of 100+ heat. During one of my many calls to HMS I was able to get the original technician's phone number. I called him (very polite and understanding) and he told me that regardless of what he found HMS would deny our claim. He said that they would find some way to get out of paying for a new unit most likely using "pre-existing condition". I am absolutely disgusted with HMS!
View full review
Loss:
$3500
Anonymous
map-marker Palisades Park, New Jersey

HMS Home Warranty - AC Not Working For 2 Weeks and Counting

My house AC is not working so I called HMS two weeks ago. After 5 days, they gave me an estimate on how much it will cost to fix and my options. I choose to go with HMS to fix the problem. They promised me to deliver the parts to the contractor's house in 5 days. 5 days passed, I contact them again and they said that they are going to investigate where the parts are and after I contacted them (they did not reach out to me) again, they told me that it is delayed and the new estimated time would be another 5 days. They refuse to give me the reason why it was delayed and gave any assurance the new date will be honored. I am living in the 90s degree for two weeks. I tried to reach out to the manager who promised to get back to me two days ago. I have been trying for the last two days and left several messages, still without any call back. I strongly recommend anyone to find another company for their home warranty.
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4 comments
Daphne F Cyb

I found it useful to post on this board, the BBB and the attorney generals website. I did all three in the same day.

bbb of seflorida is the office that handles HMS. Google the attorney general website for your state. Mo had an online complaint from... I just copied and pasted what I sent to the BBB into the form.

I am willing to bet you will get some action.

Worked for me. MY a/c repair was complete in 1 week. I may have also helped that I mentioned how unhealthy the conditions were for asthmatics in my home.

Guest

Wow - same thing with me 2 weeks and still counting - I have heard so many DIFFERENT stories from everyone I talk to, I don't think they know if they are coming or going. The part has to go from purchasing to authorization, back to purchasing before being ordered, then the order placer did not wait for a "confirmation" so that part had to be reordered.

Bull!! Then parts ordered from 2 different vendors, not matching so they don't work together. Contractor they have has been out 3 times to "fix" the NEW unit and it is still not running. 95 in my house - great for sleeping, my kids exams and showering for work - its like a suana and HMS could care less.

Supervisors are USELESS!!

Why even have them, they don't assist in expediting. Then everytime you call you have to tell your entire 3 week story over and over - ABSOLUTELY WORST HOME WARRANTY COMPANY EVER - NO RENEWAL FOR ME!!!!!!!!!!

Guest

I am dealing with the same thing. AC unit went out May 25th, Technician came May 27th and said unit would need to be replaced.

Called Jun 8th because I had not heard anything and was told claim approval had just came through for 'repairs' only. Parts on order, would be contacted to schedule repair, no word by Jun 14th. Another call only to be told parts were still on order. My upstairs is 94 degrees and no one there seems to care.

I am expecting house guest this weekend. Are they going to put us up in a hotel because they cant get their act together.

They have terrible Customer Service and even worse Management! Will not renew next year and will not renew again

Guest

I feel your pain. I am about to stop my renewal because they are the biggest scammers.

I have been having AC issues since last year and they can never get people out there in a decent time(5 days min) and then when they come out they say it's a structual issue with the house. I have had the house since 2004 and I have never had this issue!! Basically they do not want to replace the unit.

I went with another company which would get to me in 1-2days at the latest. Good luck

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special Emm
map-marker Mineral Wells, Texas

Insurance fraud

I feel as if this company has totally mis lead me into believing that they will fix everything covered in the insurance claim, but behold they do not, not only did I have to pay the 100 dollar deductiable but I also have to come out of my pocket for costs that the repair company will be charging me. What is the point in having the insurance if I still have to come out of pocket 500 dollars. I feel like they have rip me off big time. I will be dropping this company, and will be advising others to do the same, because it is just not worth the hassle.
View full review
Loss:
$2215
jnetwerk E
map-marker Virginia Beach, Virginia

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-****

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Loss:
$1200
Anonymous
map-marker Washington, District Of Columbia

HMS National, Inc

I have 2 claims and two disappointments. -If this is holiday - forget about the 24 hours promised in the contract. HMS assistant and servicing company tell you that your problem is not emergency and you have to wait 4 days till the end of holiday for s.b. to come and check what is the problem.I gave up and called another company - they came and fix the problem the same day. -the servicing companies are very slow: 1 month to fix airconditioning in the hottest summer. - servicing companies are late for appointments with hours ( take whole day vacantion to wait for s.b. to come)
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Anonymous
map-marker Washington, District Of Columbia

Extremely Poor Service - do not use

Wow - same thing with me 2 weeks and still counting - I have heard so many DIFFERENT stories from everyone I talk to, I don't think they know if they are coming or going. The part has to go from purchasing to authorization, back to purchasing before being ordered, then the order placer did not wait for a "confirmation" so that part had to be reordered. Bull!! Then parts ordered from 2 different vendors, not matching so they don't work together. Contractor they have has been out 3 times to "fix" the NEW unit and it is still not running. 95 in my house - great for sleeping, my kids exams and showering for work - its like a suana and HMS could care less. Supervisors are USELESS!! Why even have them, they don't assist in expediting. Then everytime you call you have to tell your entire 3 week story over and over - ABSOLUTELY WORST HOME WARRANTY COMPANY EVER - NO RENEWAL FOR ME!!!!!!!!!!
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