Nikiya Duo
map-marker Silver Spring, Maryland

Beware of HMS home warranty scam

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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.

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1 comment
eRelations2

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

Anonymous
map-marker Sunrise, Florida

Horrible

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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.

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Pros:
  • Ac fixed
Reason of review:
Bad quality

Preferred solution: my ac gets fixed

1 comment
eRelations2

Dear Anonymous, I can tell this experience has been extremely frustrating and want to help. If you still need assistance we will get a member of our team to review your claim and see what we can do to get this resolved.

Please email us at erelations@hmsnational.com with your property address or claim number and we will investigate and follow up with you directly. Sincerely, Austin

Anonymous
map-marker Ocean City, Maryland

HMS makes Bernard Madoff look like a Boy Scout

HMS Home Warranty - 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.

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1 comment
eRelations2

Dear Anonymous, I appreciate your feedback and I’m sorry to hear that your claim experience is not going as you expected. My team wants to help provide some assistance to provide some peace of mind and have your claim resolved.

Please email us at erelations@HMSnational.com with your claim number or full property address. Sincerely, Austin

Kathy J Gat
map-marker Little Rock, Arkansas

Inferior service

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We moved into a new house and have tried to use the HMS three times: 1. The first time, someone came out to fix the refrigerator (no water or ice). It took 10 days to get someone out. They were supposed to come out between 1 and 5. They came at 6, only after several phone calls from me to make sure they were coming. AND THEY DIDN'T FIX THE PROBLEM. We called back to reschedule. We are having to wait another week for them to come back. 2. Three electrical outlets didn't work. They did send out an electrician who fixed them. 2. The ventilation fan in the bathroom doesn't work. They put down the work order as a Ventline, which is a brand. (We don't have this brand and I never even heard of it.) They hooked us up with an electrician who I called. He said he didn't work on Ventlines. I called HMS back to tell them we don't have a Ventline. They hooked us up with another electrician and told me he would be out the next day. When I tried to call him, he said he couldn't come out for a week, and asked us what was wrong with our Ventline? I would not recommend this home warranty service.
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Cons:
  • Repair not made
  • Customer service
  • Delay in repairs
Reason of review:
Poor customer service

Preferred solution: Let the company propose a solution

Harold C Cuw

Don't buy it!

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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!

View full review
Loss:
$300
Reason of review:
Warranty issue

Preferred solution: Deliver product or service ordered

1 comment
eRelations2

Dear Anonymous, I agree, the time it has taken to get your refrigerator repaired is unacceptable. I appreciate your feedback and I'm sorry to hear that your claim experience was not what you expected.

We value you as a customer and want to help get your claim resolved.

Please email us at erelations@HMSnational.com with your full property address and Review # and my team will be happy to review your claim. Sincerely, Austin

Paul N Ojg

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 Sunrise, Florida

Lies, Deceit, Waiting

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I have been waiting on a repair to my oven and gas range for months. I have a >10 year old Jenn Air oven. There are no longer 'original' or 'genuine' parts available for this make and model oven. I have had issues on/off for the last 2 years. I would call, someone would come out, it would be okay for 2 weeks, and start breaking again. In January, I started pushing to get my oven fully fixed. The oven will SHUT OFF at random times during pre-heat and operation. I have one burner that DOES NOT work. I have another burner that needs to be lit by hand. When lit, the burners CONSTANTLY CLICK, as if trying to ignite. I have had everything replaced MULTIPLE times. Igniter? Wiring Harness? Control Panel? Temperature Sensors. Everything. Everything. More than once. I started this claim January 6th, 2018. I had multiple providers come out multiple times, replacing the same components, until they made the determination there was nothing more that could be done, and it needed to be replaced. I had three separate providers REFUSE to take the call through HMS, because of the lengthy repair history. I was scheduled for a 'second opinion' look before replacement. The first place no-showed me. HMS scheduled another company. They came out, spent 5 minutes, and sent an invoice telling the company it needed to be replaced. That was on April 27th, 2018. I have called almost every single week since April 27th. Many of these calls lasting over an hour. I was repeatedly bounced back and forth saying it was 'going to research'. One week I was told a replacement would be issued, and it would be scheduled shortly. The next week I get a message saying to call to decide whether I want a replacement or cash. After I had already had a call the week prior, where they TOLD ME they would replace it -- not a choice of either -- and I had agreed to a replacement. Almost two weeks ago I was told the unit would be shipped to my appliance installer, who would call to schedule the install. On Jul 2nd, they told me the appliance company would be in contact in the next 3-5 days. NOW I am receiving a call from a freight shipper who has the unit, two weeks later, not 3-5 days. They want to deliver to ME. I called HMS saying this is not what I was told, and was unacceptable. They want me to take delivery of this oven appliance, and THEN call them BACK, to SCHEDULE AN INSTALL. Where am I supposed to keep this crate with the oven? They won't give me a date for the install. How LONG will I keep this crate with the oven? They can't say. What I want is for them to STOP LYING TO ME every time I call. I was told this would be delivered to the APPLIANCER INSTALLER who would then contact me. What if the oven is missing a part and they can't install it? That's why it needs to go TO THE APPLIANCE INSTALLER. So, after multiple months, multiple providers, literally having the customer service representative lie to me week after week about the status and what will happen next, HMS expectation is that I will take possession of a crate, somewhere in my house or property, and then wait an undetermined length of time for these unknown people (since they can't tell me who will install it) to show up and hopefully install the appliance. They will NOT let me schedule an install until this crate is sitting at my house. Not just scheduled for delivery, but until it has been physically delivered. I have no magical 'crate storage' in my house. Should I just put it in the middle of my kitchen, if it will even fit there? Taken from the last 90 days of my verizon call log per my bill; April 23rd, 17 minutes May 8th, 25 minutes May 17th, 42 minutes June 1st, 67 minutes June 19th, 19 minutes June 21st, 23 minutes Jul 2nd, 83 minutes Jul 17th, 21 minutes Let me remind you; I started this claim the second week of January 2018. ON APRIL 27TH THEY MADE THE DECISION TO REPLACE MY OVEN. These are only the calls I've made since they original told me, after the second-opinion provider they chose to come out, they would replace the oven. I still do not have a functional, working oven, nor a replacement. HMS business model seems to be one where they take your money, and just stall you out as long as humanly possible. I previously had an issue where it also took 6+ months to have a dead dishwasher replaced. I am once again going online, and copy/pasting this review on every site I can find, because it seems to be the ONLY way to get any sort of response or action from HMS, just to get them to do literally what they told me they would do. I want what I was literally told over the phone. I want this delivered to a competent provider who can insure there is nothing wrong with it on delivery -- something *I* am not qualified to do -- and then schedule me an install date. Do not use HMS. You will spend months, months, and more months, to get them to replace something that multiple providers -- No, seriously, I went through 4 repairers who all said it needed to be replaced and refused to waste their time, BEFORE the second opinion provider -- have told them needs to be replaced. I have been routinely lied to, over and over and over, on the phone. They say they record these messages? Go back and listen to them HMS, and see what was told and promised to me each week. If you are in a one-party consent state, make sure you personally record every interaction with them https://en.wikipedia.org/wiki/Telephone_recording_laws If I lived in such a state, I would put the entirety of these phone calls on youtube, so that individuals would stay away from HMS.
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Cons:
  • Thiefs
Reason of review:
Poor customer service

Preferred solution: Deliver product or service ordered

1 comment
Guest

Dear Anonymous - I will be glad to have a member of my team review your claim to get this taken care of as quickly as possible. Please email us at erelations@***.com with your full property address so we can locate your information and follow up with you directly. Thanks, Christine

Chad H Jmc
map-marker Franklin, Tennessee

False advertising

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HMS Home Warranty - 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.

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1 comment
Cinch H

Dear AwareStagBeetle490, I regret to hear your claim experiences were not what you expected them to be, and the time you took to share this is much appreciated. As with all warranties, coverage is very detailed in the Agreement and there are some items/conditions that may not be covered.

Please send your full property address and/or claim number to erelations@***.com.

A member of my team will investigate your claims to ensure you are receiving the full benefit of your warranty agreement, and will call you personally to further address your concerns. Sincerely, Angela, Customer Relations

Linda O Jbl
map-marker Indianapolis, Indiana

Only 2 claims in 5 years an still waiting on a check from a washer

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Dryer broke in November. Could not be fixed. They offered us a $395.00. Where do you find a dryer for that apartment ??? apartments???? we settled for a check of $398.00 on December. They said 12 days. Well ive called 3 times. They informed me I received 3 letters of which were to be signed. Never received an was never told that on phone. Thet said a email was sent. Didn't happen. Today is Jan 7. Nothing yet. Last year with them. Have been with them 5 years. My second claim.
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Reason of review:
Warranty issue
1 comment
eRelations2

Dear Anonymous, I am sorry to hear about the delays you have experienced in receiving your reimbursement. Please email us at erelations@hmsnational.com with your claim number or full property address and I will have a member of our team investigate and follow up with you directly to get this resolved. Sincerely, Austin

Tom M Crf

Refused to address issue; worst customer service ever

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I found that my HVAC was infested with mold; it was growing out of my ductwork. I knew the HMS plan didn't cover mold, but I called to see if a technician could come out to inspect my HVAC for any kind of water leak/moisture that might have caused the mold (I had a condensation line issue a few years prior). A technician came out, inspected the HVAC, told me the reason I had mold was because I didn't have florescent lights installed to kill mold. Ridiculous! Then he said I had poor air circulation. Not true! I have double the venting that most owners in my condominium have. I told him the purpose of his visit was to inspect for any type of water leak that would be causing mold to grow. He did not inspect the HVAC for water leaks. When he left, he told me he'd discuss things with HMS and I'd hear back from HMS within 24 hours. After 48 hours of not hearing anything, I finally called HMS and spoke to the rudest, most ignorant representative ever. She told me what I already knew; that there was mold and the warranty did not cover it. When I told her the purpose of the claim I filed was not to assess the mold issue, but to look for water leaks, she said there was nothing in the technician's report about investigating water leaks. I told her that was the sole reason I filed the claim to begin with. She told me it didn't matter because mold isn't covered, "directly or indirectly". I then asked why HMS bothered to send a technician in the first place. She said she didn't know, and that HMS was reviewing my claim and I would "hear something soon." I then asked what data HMS was basing its review on since the technician do what my claim asked him to do? She just kept telling me to wait for their decision. A week later, I still hadn't heard anything. I had to call and find out that my claim was rejected. I canceled my contract and HMS refunded my money (pro-rated). HMS is an absolute JOKE and a SCAM. I ended up buying a new HVAC and the installers found that there was a crack in my condensation pan... which was likely the cause of the mold! Why was it so hard for HMS to inspect for this? Perhaps they simply didn't want to? I tried to speak to a manager in Customer Service, but the agents just tell you that no one is available, and that they'll call you back. ALL LIES. Do not use HMS. Spare yourself the headache. Oh, and as a side note, if you happen to live in a condominium, most service technicians won't go on your building's roof. If you ask HMS to pick a vendor that will go on the roof, they will tell you that they are obligated to pick the vendor that is next in their queue. And you won't know whether they'll go on the roof until the vendor calls you the next day. If they don't, then you have to call HMS back and start the vendor request all over again. Not efficient when your heat or air conditioning breaks down. HMS is the WORST. Avoid at all costs.
View full review
Loss:
$5000
Cons:
  • Horrible customer service
  • Deceitful business model and practices
  • Turn time to process claim too slow
Reason of review:
Poor customer service
1 comment
eRelations2

Dear Anonymous, Thank you for taking the time to share your experience with us. I regret to hear of the recent outcome you had with one of our customer service agents and the service technician.

Our company aims to provide fast and efficient service, however it seems we have missed our objective.

I also regret we have lost you as a customer and could not turn this around for you. Sincerely, Austin

Lisa G Riy

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 Hopewell, Virginia

Unacceptable-so far

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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.

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1 comment
eRelations2

Dear UnselfishTigerSalamander, I appreciate your feedback and regret to hear of how your first claim is going. My team and I want to help provide an expedited resolution for you and your family.

Please email us directly at erelations@HMSnational.com with your full property address, claim number and review #. Sincerely, Austin

Sonia M Qps
map-marker Kansas City, Missouri

Horrible company

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Bought a new home in February 2018 and was so excited to have warranty through HMS. I felt protected. I was wrong. In August my air condition condenser had a clog. Water was leaking from my condenser into my furnace which is one system together. I immediately called HMS and they referred me to a technician. The first technician they sent did a temporary fix and had to be called back out to actually fix the leak but did not look at the furnace where the water was dripping into. I paid my $100 deductible then. Come October it’s time To turn on the heat but when I did it was it working at all. My brother in law opened up the furnace and this BRAND NEW system was completely rusted inside us to the water leak from the a/c unit. So I call HMS again who refers me to another technician for the furnace and advises that it is the same unit, recall and would not have a deductible. Furnace guy who was also very unprofessional came, scrapped off some rust on the fan and was able to get furnace working. He wasn’t aware I wouldn’t have a deductible and demanded I pay him. Figuring I would take it up with HMS I went ahead and paid because the tech was not leaving my house until paid. He did not give me an invoice. Crazy enough neither did the first tech. So I call HMS hoping my prior conversations with at least 5 other reps and a supervisor the day before were on file so that I could get my $100 deductible back since it was from the same incident/ same unit. I have never been treated so poorly. The first guy hung up on me with HMS. The second lady I talked to gave me some excuse about why the supervisor was unavailable and then proceeded to tell me to call the techs to get an invoice. She proceeded to blame me for not getting an invoice and would not help me with my deductible if I didn’t have the invoice. She said I could provide them my bank statement to show charged deductive twice but I do not trust HMS or their word on what they will do. HMS works with incompetent technicians contractors. They are not held accountable for their authorized contractors. Their contractors have yelled at me and made me feel as if my issue was not important to them or HMS. HMS will not take responsibility for their actions. Why would they not follow up with their own contractors? Why would they not keep track of my conversations regarding this very important situation? I will NEVER buy HMS warranty again. I don’t feel protected and this company feels like a scam. They want to do a cheap repair at the expense of the paying customers. Their employees lack courtesy and compassion. Their employees lack urgency and customer service skills. I am beyond words for how HMS has made me feel over these past couple of days and I will continue to share my experience to ensure no one that I know has HMS.
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2 comments
Guest

So this Austin guy who is responding to our messages is a joke. He didn’t call me to ask me anything.

He didn’t get more information but outright denied paying for a deductible.

Then referred me back to the company that took my deductible in the first place. HMS is a scam and their employees are unprofessional

eRelations2

Dear Anonymous, I agree, this level of service is unacceptable and completely understand your frustration. I want to help expedite a resolution.

Please email erelations@hmsnational.com with your claim number or full property address and I will have a member of our team investigate and follow up with you directly. Sincerely, Austin

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Danielle Zap
map-marker Sunrise, Florida

Gas line Repair

I am a first time homebuyer. My husband and I requested the seller to purchase a home warranty for 1 year. HMS was selected for our home warranty. We recently had to use them for a gas leak in the home. They sent out a plumber who did nothing but waste my time. Fast forward 3-4 weeks without gas and that same plumber requested a second opinion thru the home warranty company. I spoke to HMS and discussed my frustration and the gentleman on the phone gave me a new service provider. He placed me on hold and gave me the contact info. He even reached out to this guy and spoke to him about urgently coming Monday, as this was Saturday and like I said, 3-4 weeks without gas. Monday comes, I call the new service provider and he agreed that this was TOO LONG to go without gas, but needless to say, he was unable to come out. He assured me that his technician will call me Monday (same day). NO CALL. When I tried to reach him and see what the status was, it went straight to voicemail! We then got re-assigned to another service provider who again, did not have time to come out. When I spoke to him on the phone, he requested pictures. He also agreed this was TOO LONG to go without gas. After seeing the pictures, he stated that he couldn't do the job. So, I am extremely upset at this point because it's now approaching week 5 and no one they sent can do the job. Finally after many, many, many, many, many calls back and forth they finally agreed for us to find our own service provider. However, it doesn't stop there. They also cap labor off at a certain price. So they decided to DENY a service provider we had out and actually looked at the gas line. They also tried to deny a second provider we had out. We have to agree to cover part of LABOR COST when they should already have provided the service and COVER THE COST!!!!!! They only have 3 service providers for plumbing in our network who are all unwilling to do the job. They take forever to schedule because they are in no rush. This company so far, is BUYER BEWARE! This has been the absolute worst experience. I see other comments about HVAC needs in homes with this company and they also say it's been weeks before they complete the job for these people. Clearly they need help in this area and it's not fair to families that are stuck working with this company for these needs. The message that comes on when you call them states "we make home owning easy." I laugh every time. Because so far, that's a false statement. It is true that they send an email stating 5-7 business days for the job, that is false. It has been 5 weeks and counting and after all this I still have to pay for part of the labor. It is true that they are cheap and don't want to cover the cost of the job when they themselves have NO CLUE what the job entails. They are not good at communicating. They tried to give the same plumbers that didn't contact me, complete the job or even call me again after I already dealt with them the first time. There is NO URGENCY. There is no compassion with them besides robotically saying "I understand you are frustrated." This will not slide with me and I will keep reaching out until someone hears me and fixes this. it is not fair for this company to let a family suffer through this. It has been horrible and the worst experience of my life. There are plenty of home warranty companies out there and this is not one to sign on with. The service providers are lazy and they have no business in this profession. The company has NO IDEA what we have to go through as a family of 3 (including a small child) to be without gas- no hot water, no dryer and no heat!!
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Loss:
$1000
Reason of review:
Warranty issue

Preferred solution: Full refund

5 comments
Guest

Where to begin dissecting this complaint. As a contractor in the service industry who has worked for home warranty companies, I’ll start by saying it isn’t the home warranty who is responsible for insuring your claim, it is the contractor.

The contractors are not lazy, they just can’t work for free. They are paid even less than the amount that was offered you to find another plumber. Could you find a plumber who would perform your repair for what HMS is offering you? Obviously not, or it would get fixed.

Home warranty service providers (Plumbers, HVAC, electricians, etc) are enslaved by the home warranty company they work for, to service high volumes of *** calls where there is no money above the service call fee (the deductible that the customer paid). So HMS is acting as a middle man who gets to collect your monthly premium, and send you a contractor who will get the deductible that you the customer pays. Beyond that, there is no more money changing hands , unless the contract disallows certain modifications or has gaps in the coverage, in which case the homeowner would be responsible for that portion of the bill. Itamounts to a shell game.

Find the money. Money makes the world go around. If you remove the money in the repair business or any business, nothing gets completed or done well. Doing the work for free or at a loss is no fun.

It sucks to see families suffer. We’ve seen hospice patients in houses Where the ac Is broken, or no hot water. It’s heartbreaking. But the techs can’t play the game any differently because it will not make anyone happy, and they will lose money.

I’d like to try a humanitarian experiment. Try to see the people in need as humans needing help, most of whom are angry and threatening. Ifour company offered their claim and offered them a fair deal on a new systn or new water heater etc. I could explain that the cost cap on your broken furnace has me stuck at $200 and I can’t fix much at that.

I could suggest we’d fix it got the actual Price $1100 so you think a reasonable customer would agree and pay the difference. ? plumber is ready to do some favors not freebies. would you pay a discounted rate to the plumber????everyond considers them verminbut they know their business and will work for food and money.

The money doesn’t come from the insurance company anyway. What do you think?

Guest
reply icon Replying to comment of Guest-1605175

I think there’s a huge problem with home warranty companies if they undercut a contractor that much. I was told that contractors have a choice to look at the description of the job before taking it and deciding they can fix the problem.

We had 3 take the offer and unwilling to complete it.

So therefor, it should’ve automatically been covered as a reimbursement to the homeowners and for them to chose an outside licensed contractor instead of being stopped for weeks and weeks by these people. It’s a terrible system no matter how you look at it!

Guest

HMS has not tried to resolve this issue, they just wrote me and stated that the amount agreed upon still stands. After receiving my (pre approved) reimbursement check, they shorted me money.

I contacted them and spoke to a rep who had me on hold for over 25 minutes. They told me that it was a "typo" on their end. Their was nothing she could do to help me and assist fixing it. I asked for management.

I contacted the previous rep and asked her why the confusion and status. She later responded that HMS deducted another $100 deductible and took the money out of what they told me they would pay. I already paid the deductible to the first plumber who did NOT complete the job. We were not supposed to pay another deductible.

So now I'm stuck fighting them again to get my money back. This is a never ending ordeal with these people!

eRelations2

Dear ReponsivePheasant998, I sincerely regret to hear of this experience. My team wants to help provide some relief in your home, and have your claim resolved as soon as we can.

Please email us at erelations@hmsnational.com with your claim number, Review # and full property address. Sincerely, Austin

Guest
reply icon Replying to comment of eRelations2

response from HMS: Unfortunately we are unable to overturn the original decision. This has been approved by our authorizations department.

We cannot go by the pricing of your provider. We have certain standards in which we are able to payout for a claim. I understand this is not the outcome you was hoping for, however, we remain confident in this decision. Best Regards, Austin That is sad that this company doesn't want to try and mend a relationship that isn't going well.

This company is far from good, actually in my opinion, the worst to deal with.

There are plenty of other companies out there that offer services like this and are more caring. This

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JANIE C Rqk
map-marker Little Rock, Arkansas

HMS warranty

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full
I would like to join the lawsuit as well!! We have been without a refrigerator for 2 weeks. We keep being strung along and denied our claim. We were scammed out of our $100 deductible and sent 2 "repair" companies, who made no attempt at repair due to the age of our refrigerator. We are now being denied our claim through pictures I had to send to them. They have now determine through these pictures that a light bulb cause smoke damage and burned. We have no light bulb in there and never have. This is the one thing not covered under our policy, so this is what they used. Cannot get a hold of anyone and there phone system just transfers you around. We are so frustrated and can't believe they conduct business like this.
View full review
Loss:
$1000
Cons:
  • No one contacting you to get it fixed after a service call
  • Failed to make diagnosis
  • Rude customer service
Reason of review:
Warranty issue

Preferred solution: Deliver product or service ordered

1 comment
eRelations2

Dear MutedRiverDolphin, I am sincerely sorry to hear of this experience. I assure you that we aim for an excellent and efficient claim process.

Please send an email to erelations@hmsnational.com with your property address or claim number and a member of my team will review your claim and follow up with you. Sincerely, Austin

Anonymous

Not a fan of this company

Three years and over $1,500 in monthly payments and only 1 time did i call for a repair. It wasn't covered. I was hung up on twice. It took hours for my message to be responded to only to be told my issue was not covered. Now after another annual big price increase in the monthly fee and deductible Ive decided to go back to my favorite company i used for many years that was always there for me and had no price increase surprices...TOTAL PROTECT. Always responded to my calls.
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1 comment
eRelations2

Dear Anonymous, We are sorry to hear of the problems you experienced during your service with us. We aim to provide each of our customers with quick and efficient service, and as with all warranties, coverage is detailed in the Agreement and there are items and conditions which may not be covered by your warranty.

This information can be found in the terms and conditions of your warranty booklet that was mailed to you upon enrollment.

We regret any confusion or misunderstanding which occurred and we regret we lost you as one of our valued customers. Respectfully, Austin

Anonymous

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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Reason of review:
Bad quality
2 comments
eRelations2

Dear Anonymous, I appreciate your feedback and I'm sorry to hear that your claim experience was not what you expected. We value you as a customer and want to help get your claim resolved.

If you still require assistance please email us at erelations@hmsnational.com with your claim number or full property address. Sincerely, Austin

Guest

Same exact situation. I've been waiting since Jan.

25th for my heat to be fixed in below temperatures. Tech came out one day after claim was put in. Tech gave warranty a suggested price for an inducer motor and I've been waiting ever since. Called HMS everyday and at first they said the part was on back order for a few days, and then it went to research for a few days.

Now the part has been ordered ans was supposed to be delivered 3 days ago and HMS can't track it. Not at all satisfied with the tech or assistance over the phone.

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