HMS Home Warranty
Reviews and Complaints
Beware of HMS home warranty scam
If you read the HMS contract it states that you cannot participate in a class action suit. This is how these con artists have been able to run their scam for so long.
I’m going through it with them right now. HMS doesn’t even have service providers in my area. They told me to get my own contractor and they would reimburse me. Of course I need prior approval from them.
Well guess how that’s going. I’m sure this will end up in court. Where’s the departure of justice.
Where are the states attorneys offices at. Have our government institutions become so political that they no longer can do the tasks that they were created to preform.
Horrible
I am writing this to see if I can get some help. I will tell you everything that has happened.
We are going through HMS Home Warranty Company-1-80*-247-****.
It started in The middle of May 2018 the week of the 14th to the 18th we had called due to our air conditioning not working anymore. Someone was scheduled to come out on the 28th of that month to look at it. No one came out or even called our phones. That was a holiday and our family even stayed home for them to come out.
The company was called M and A HVAC 615-431-**** and when we called the next few days to work with them they had scheduled the 1st of June from 8 to 3. It was 2 30 and we have not received any phone calls or a person to come check out the AC. I was worried no one was going to show again and I called the phone number and talked to a manager who was not nice at all told me someone was coming out and what do I want her to do about it. I also did ask if they worked that holiday and she stated they did and that someone did come by my house on the 28th of May.
That was not possible as my entire family was home during that time. Someone did come out June 1st and he stated the manager is out on a vacation in Panama and she was very agitated to be getting phone calls. He also said he worked that holiday and that no one was in Clarksville that day. This guy looked at my AC and pulled a part off the unit outside of my house.
He stated that lightning had struck it and it was tripping my breakers. He also said that the part was an accessory and we didn’t need it and he walked away. I paid my deductible of 100.00 dollars for him to fix my machine. Three weeks later my AC unit breaks down again and my husband called June 28th for someone to come out and fix it.
HMS stated that we would not have to pay another 100.00 deductible if we went with the same company. My husband told them we were not comfortable with them because of the lac of communication and when we did speak with them, they were not very nice and that the guy walk away with just unplugging a part from our machine. We were willing to pay the 100.00 over again just to get someone else to look at our AC. They had scheduled for SK 256-998-**** to come out that next week and fix the AC.
By next week Friday July 6th that company had an employee emergency and the guy was going to need two weeks before he could come out and look at our AC. My husband asked HMS if there was anything else they could do because we have already been out of AC for weeks and we have kids. They stated that we would be put on a rushed Emergency list and they would pay whoever from the company that wanted overtime to come out that weekend and fix it. No one come over and no one called us.
Monday, the 9th of July went by and Tuesday went all the way till my husband got off work and come home. He was making calls at 6:00pm very upset that they hadn't communicated anything with us. He called HMS and it transferred him to the SK Company and when he spoke to the guy there. They stated we were not even on an emergency list and that HMS hadn't even contacted them over anything of working on the weekend.
My husband spoke back and forth between them and HMS apologized to us for the inconvenience. They were also supposed to call us on Monday to see how everything went over the weekend and they did not call. It all came down to on the 12th HMS stated that SK will be there that day for sure to work on our AC. On the 12th my husband called SK to make sure that they were coming that day and the guy stated that HMS had cancelled completely with them and they were no longer working for us.
My husband had to re-inform them that they were supposed to be working for us and they were supposed to be coming out that same day. The guy form SK stated he couldn’t make it that day if he was supposed to be out and that he would look into it and if he was supposed to come out he would Friday the 13th. My husband was very tired and just upset with the whole thing so he talks to someone from HMS and they stated to him with all that had been going on they were going to look into waiving the 100.00 fee. They told my husband they would call him back on that on Friday the 13th.
The guy from SK calls and states he will be late. My husband calls me to tell me all of it and I ask if he received a call back from HMS and he state no. They have not really called us through most of the whole situation. So I finally ask my husband for the number to HMS and I called them.
When I told them about them telling my husband they were looking into waving the fee they knew nothing of that sort. I was so upset and very concerned about how things had been going so I asked for a supervisor. They told me I would have to be on a call list to talk to one. I told them I was upset and my husband had been told he would receive a call back many times and never did.
I asked if they would be willing to work with me and I would stay on the line for as long as it took no problems here as long as they could get me in tough with someone that could help me. The lady said sure and she put me on hold many times which I was ok with but every time she got back on the phone with me she did try over and over again to get me on that call list and get me off the phone with her. At one point she did tell me she could not hold any longer with me. I was very upset told them I was a concerned customer that is asking for help and just wanted some help and was willing to wait as long as it took.
The wait didn’t bother me at all I know they are a busy company. She did get me to a supervisor and when I told this lady about everything that was going one she wouldn't help me at all and wouldn’t waive the fee at all unless the AC had the same problem from what was reported from the first guy that came out. I told her that guy took a part from my AC and walked away that he didn’t do anything to my machine other than that. In our conversation she tells me that the first guy reported that he replaced the hard start on my machine.
Still today is not anything new or replaced on my machine. I did tell the supervisor that and asked if this guy from SK comes to verify that for them because they just paid for a new part for our AC and we don’t have that part they said they can't ask that from SK and that I could ask but after the conversation we had, it came down to after all we had went through we still have to pay the 100.00 and she couldn’t do much of anything to help me. A guy from SK did come out and look at my AC on the 13th of July and he stated the motor was out and they would have to replace the whole motor and said it was going to have to be ordered. I paid my 100.00 fee this day and I have a receipt.
It is now the 23rd of July and we have had no phone calls from anyone one about our AC. My husband called today (25 July) asking about it and the HMS states that they have bought the part and it is ready for the guy to come out and install it. When my husband asked SK if they are coming to put it in they stated that there is not a part yet and that they cannot come out. My husband then calls HMS back and they state the part is lost it will take 24 hours to find it.
I did receive a letter in the mail that states my policy is about to expire next month and that my AC could cost thousands of dollars that that’s where my HMS steps in. I feel that they are waiting to see if we renew with them or that they don't have to pay if the run us around enough till our policy runs out. Every time we call they state that the conversations are recorded I do hope someone can look into this and listen to all of our conversations because this has been nothing but a heart ache. I still have no AC with kids and animals.
We are tripping breakers with small window units living in two rooms of our house. I feel that in their own letter they stated they step in and we are still waiting for them. In fact my husband has been the one calling and communicating everything from HMS to SK because every time he calls they are never on the same page. We have just received a phone call for the first time on the 7-24-18 at 6:00pm to renew my home warranty with them but the part is still lost and no one knows anything about it.
My husband asked them if they were going to continue to fix this after my home warranty ended because we have already paid them to fix it and the told my husband they could not answer that. He asked for a supervisor or manager and the lady, her name was Jasmine, last night told him all managers went home and there was no manager in the building. She was on speaker phone and I heard it as well. He asked her and told her just to make sure there is no one in the building to help me and she said yes.
After my husband kept going on about how upset he was with the whole thing she finally told him that she could send him to a manager from a different department but they would not be much help because they were not in the same department. She lied to my husband in the conversation. I don’t know where to go from here. I still today don’t have any idea if my AC will get fixed.
If there is anything we can do please let us know. Thanks for your time in listening to my compliant.
- Ac fixed
Preferred solution: my ac gets fixed
HMS makes Bernard Madoff look like a Boy Scout
HMS is a total and complete fraud. They don’t even have service providers in my area.
Finally after three weeks and getting the realtor who sold this *** involved they admitted as much. Told me to get someone on my own and they would reimburse me.
Well if you are at all familiar with HMS you can imagine how that’s coming along.
What really irks me about these con artists besides the fact that they are a complete scam is the way they post replies to negative comments. They act like they really care and are going to take care of everything.
Inferior service
- Repair not made
- Customer service
- Delay in repairs
Preferred solution: Let the company propose a solution
Don't buy it!
In July of 2018, as a part of my home purchase, I obtained a home
warranty agreement with HMS Home Warranty. During the first week
of October I started have problems with my side-by-side refrigerator.
The temperature in the freezer started fluctuating by several degrees.
It got to the point that after 60 degrees I threw out the food.
After contacting HMS, they dispatched A&E (Sears) to make the repair.
On October 5th the tech diagnosed the problem was with the front door
control panel. He also ordered and replacement motor for the ice maker.
After a couple of weeks, the parts arrived. The tech that installed the
parts said that the real problem was the master control board.
Fortunately, he had a control board on the truck. In addition to replacing
the board, he ordered another board and a solenoid for the icemaker.
After restocking my freezer, it went out again. On October 26th, A&E came
out and replaced the board again. Now, as of November 1st, the freezer
is dead again.
Now comes the fun part. I called HMS and was told the soonest I could
get service was the 6th. They then assigned the call to Expert Appliance
Repair and asked that I call them to schedule an appointment. When I
called Expert Appliance (859)270-****, it was answered by an unmonitored
voice mail box. I then called HMS again. After they couldn't reach
the service provider they assigned the call to National Home Alliance
and said they would be here today (November 5) and would contact me to
confirm. Never got a call from them or HMS. I did get a call from
Universal Appliance Service who proceeds to tell me that the soonest
they could get someone here would be November 12th. Not going to work!
I called HMS this evening and after being transferred 3 times over the
course of 45 minutes, I asked to speak to a supervisor. Of course, none
was available. So, I asked for a department manager. I was then hung-up
on.
Needless to say, HMS has no clue on how to do customer service. Their
warranty is worthless. They can't even track who is going to perform
the service. I will do everything in my power to make sure as many
people know about HMS and pitiful service. Don't buy a warranty from
them!
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 | Sunrise, FloridaLies, Deceit, Waiting
- Thiefs
Preferred solution: Deliver product or service ordered
False advertising
Unfortunately I had a ac unit and a hot water heater go out on me two months after my policy became effective. HMS denied both claims stating some bs about they did not work properly before I took out my warranty.
Everything worked fine and these things just stopped working.
It says that they replace or fix no matter the age. I’ll be looking for a refund on the 400 of deductibles and premium dollars on Monday and well as calling them out every chance I get on social media.
Only 2 claims in 5 years an still waiting on a check from a washer
Refused to address issue; worst customer service ever
- Horrible customer service
- Deceitful business model and practices
- Turn time to process claim too slow
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 | Hopewell, VirginiaUnacceptable-so far
Washing machine stopped working weeks before Christmas in our recently purchased home, which came with the HMS warranty. The soonest they can make a service call is 2 weeks away-on Christmas Eve!
We emptied the molding water sitting in the machine and sit here waiting.
Efforts to move the appt up are futile. So far, this is a total bust.
Horrible company
Gas line Repair
Preferred solution: Full refund
HMS warranty
- No one contacting you to get it fixed after a service call
- Failed to make diagnosis
- Rude customer service
Preferred solution: Deliver product or service ordered
Not a fan of this company
Run around
This company is letting me go without heat for 9 days in the dead of winter just so they can get a cheaper part than the one my heater guy could have got today. This company is a joke and I’m letting the BBB know.
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Dear SuccinctBaskingShark402, It is clear that your experience is going less than you expected, and we are not meeting your expectations. We appreciate you taking the time to share your concerns and want to help ensure your claim is handled properly.
Please email us your claim information, full property address, and Review #1423182 so we can locate your account. Sincerely, Austin