HMS
Home Warranty Plan Details and Reviews for HMS
Premium: $360-400
Deductible: $100
Effective: 30 days after enrollment
Web: www.hmsnet.com
Deductible: $100
Effective: 30 days after enrollment
Web: www.hmsnet.com
Customer Service 
Service Timeliness
Repair/Replacement Service
Overall Rating
Total Reviews: 46 Rate this Company!
Service Timeliness
Repair/Replacement Service
Overall Rating
Total Reviews: 46 Rate this Company!
Coverage Area: USA - All States
| Home warranty is a complex insurance product. Unlike home insurance, it does not provide blanket coverage for all appliances. Pre-existing conditions and problems resulting from lack of maintenance of appliance are are generally not covered by home warranty companies. Home warranty sellers may not state these factors clearly, and this will create dissatisfaction among customers. Due to these factors, you will see many negative reviews here. Don't be intimidated by some negative reviews here. If you have maintained your appliances in good condition and go with a reputed home warranty provider, your coverage will be fine. |
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This company also operates under the following alternate business names
- Total Protect
- Cross Country Home Services
- Haa Of Virginia
- HMS Home Warranty
- Home Warranty Service
- HomeSure of America Inc.
- Homesure of Virginia, Inc
- HomeSure Services, Inc.
Source: Better Business Bureau
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Worst company I have ever dealt with. My hot water heater was leaking into my downstairs neighbors home and it took them 8 days to replace the water heater. My water had to be shut off completely. The plumber they sent out was arrogant and evasive.It would have taken much longer than the 8 days if I had not had demanded to speak to a supervisor. I eventually got ahold of the supervisor in the President of the company’s office. Everytime I talked to someone in customer service they would tell me that it would take 24 hours for this and 24 hours for that. I was getting the run around and will never do business with them again. Because of their negligence, the damage to my neighbors ceiling got worse and she could not have her home repaired until my water heater was replaced.
I received two years of HMS when I bought my home, one bought by the seller and one bought by my real estate agent. I was not presented with options, HMS was the only company presented to me. The reason for the warranty was the old water heater, furnace, and air conditioning which we knew was sure to go in a short period of time. I filed a claim with HMS when my water heater was leaking (slightly), someone came out in a very timely fashion but then told me that they couldn’t do the work until they got the approval from HMS. Well a day after they came to my home, the water heater flooded my basement and continued to gush water until I turned off the entire water supply to the home. I contacted HMS numerous times in two days and have still not gotten my claim approved. I am now having to go on my own and pay for the repairs myself. I would never recommend this company and have heard from other home warranty program policy holders who say they have never had to deal with anything like this. I plan to cancel both this year and next of my policy (without caring if I am reimbursed) and go with another company.
I just got the new HMS plan, and was excited to see that if i didnt place a claim in the first 9 months they would pay for a cleaning of my AC!!
As a former plumber with this company I have to admit they are at least very disorganized, slow, irresponsible, lack knowledgeable information when calling in claims, low balls claims, evasive, cheap, and the list is endless.
After three years with this company as a plumber, finally said no thanks and refuse to do work for this company. If your looking for quality home owners warranty programs look else where.
There customer service reps are deceptive, misleading and outright negative. Their authorizers are simply lost and clueless for understanding repairs. Many have no concept of plumbing, or what is required for a plumbing job.
There main focus now is to low ball claims and find the lowest costs per item, lowest cost of labor, regardless of he consequences.
If you renew your current plan, it’s at your risk.
I had a similar experience to S. Cohen, except I renewed as soon as I discovered my policy had lapsed in March 09. At the time HMS told me I would have to wait 30 days before my policiy was effective. Imagine my surprise when I tried to place a claim a few days ago and was told I did not have a policy. I called corporate today and was told that records showed I renewed my policiy in Mar 09, but the payment was never processed. Well…….
So I talked with HMS today and Randolph said they could back date the policy and place the claim. I told him NO, and that they can start a new policy from today. He said they would and that the policy would be effective today and then I could place the claim. Okay, sounds like a good resolution. NOT!!! I got a call an hour later from Ann stumbling all over herself saying they could back date the policy, but couldn’t start a policy from today and have it be effective immediately; basically reneging on everything Randolph had promised. I asked her why would I want to pay $409.00 today and then have to pay another $409.00 when my policy comes up for renewal in 30 days? I told her to cancel the whole thing and I would find another company. That was pretty low for them to go back on their word. I never even got an explanation as to why the payment wasn’t processed.
[...] launch of its new Claim-No-Claim Home Protection Plan. This home protection plan, provided through HMS Home Warranty, now includes coverage for unknown pre-existing conditions, lack of maintenance and jetted bathtubs [...]
I moved into my home the end of November and my microwave went out in December. I called HMS and told them about the situation. They called a Service company Best Solutions to check it out. They said the motor and other parts were burned out and it needed some parts. After two weeks went by I called them and asked, what is up with my repair because I had not heard from either. I called HMS and they said they didn’t get any paper work from Best Solutions and Best Solution said they called it in. After a month, they still going back and forth with this. ( no parts )
so now February 3rd I get a call after calling them yesterday after being left in the dark, the telling me they can give me a countertop microwave and mine was over the range 1100w very nice and they want to replace with a countertop that doesn’t have vents or $156.00- where can you find an over the range for that?
I am so frustrated.
do not use this company.
Loise in Jacksonville, AR
Nearly a month ago, my furnace went out. HMS sent a service technician who only changed the air filters. I awoke to an electrical fire coming from our unit. HMS sent another company who condemned the unit. That company would not submit a report for nearly a month even though I was calling HMS on a near daily basis to get them to acquire the report. Finally, yesterday they finalized the report over the phone and sent another service company to work on it. The technician arrived this morning and told me he won’t work on it because of its location on my house. Basically, he told me HMS wasn’t going to cover it and that I should take out a loan to fix it myself. This was told to me after a month of frustrating phone calls to HMS and living in a house during a winter in which I can see the steam of my breath in my own home. I understand this is part of home ownership but I should have been told this on the first visit before the electrical fire. Their customer service personnel are as nice as you could expect but are completely powerless to do anything to help the situation. In the end, HMS denied my claim anyway which I actually assume is standard operating procedure on all claims if you own a house that is more than a decade old. Basically, this home warranty is a waste of time and money. I would suggest to anyone that they should take the money they would put towards the warranty and put it in savings towards fixing any future possible problems.
I had HMS for 10 years. I inherited the coverage from the previous homeowner, and kept it because I thought it was a smart thing to do with a house that was 10-11 years old.
Due to life getting in the way, my coverage lapsed the last quarter of 2009. A couple of months after, I sent in my renewal. 10 days after the payment posted, I was not getting any heat in my house. I called Claims, but they said my policy wouldn’t be effective for another two weeks.
I then contacted the local HMS office, and they said that they would present to Corporate that the policy be active but have the policy retroactive to when the previous one expired.
Corporate said “no”, the 21-day deductible applies because they are treating it as a new policy, not a renewal.
Apparently my paying premiums for ten years wasn’t good enough. So I canceled my policy, am getting my money back, and have signed on with another Home Warranty company.
I guess there is a reason they are rated so poorly.
My heat has been out since 12/30/09 and have been waiting for a part to be delivered. After reviewing other complaints online, I am convinced I am getting the run around about the part (induser motor) to be delivered. I have been pressing them all week to have the part delivered immediately so that my family has heat however; they are unresponsive to numerous calls and unwilling to help. My family has been without heat for almost a week and was just told today the part may not arrive for 6 more days. I feel media pressure on scams such as this should be addressed as well.
Iam a plumber thats Worked for HMS for over a year. I personly had no problems out of HMS from the begining But did hear alot of neg. feed back from most home ownerners, most of the home owners complimented on my same day service and my workmanship,but for the last 8 months I been having nothing but trouble from the regional coordinator for the state of Virginia so my company no longer work for HMS. PS. GOOD LUCK’ ALSO IF YOU HAVE A PROBLEMS CONTACT YOUR STATE REGIONAL COORINATOR, THANK YOU UPSET PLUMBER
I think it’s time to investigate just how much ‘kick-back’ realtors are getting for pushing and selling HMS warraties for homes. Our realtor was pushing and insisting, and at the last minute, to use HMS while we were asking for another company we’ve trusted for the past 5 years. What are the chances an attorney will take a class aciton suit cause? We now there must be deep pockets on the other end.
The Heating A/C system have had twice yearly service check ups. The A/C failed this past summer. HMS takes a gazillion minutes to actually take the call. They then send out a repairman who schedules a visit and they’re very busy so it takes a few days.(I have no way of knowing how they screen the repairmen they use.) The first one (notice first) shows up. He evidently doesn’t work on condos so he doesn’t even look at the problem. Another mega wait phone call to HMS. The second one comes and says the system hasn’t been maintained. UGH!!! The story is too long to write out, but after several repairmen and each with a different version of what’s wrong nothing gets covered by THE WARRANTY COMPANY. Please save your money and use Check Book for finding reputable repairmen.
HMS National Home Warranty was contacted over 2 weeks ago to replace a hot water heater. They sent out a service repair contract plumber who arrived not even knowing what he was coming out for 8 hours after he was supposed to show up. Plumber never returns calls. Says HMS has to give us our options. When calling HMS they blame the delay on the plumber. HMS has quoted me anywhere from $75 only just for the service fee to $220. The plumber says they turned in a out of pocket cost to HMS for over $621. They go back & forth; neither seems to tell the same story. Neither returns calls. They seem to be in cahoots and want the caller to either pay the exorbatant fee or get frustrated and repair it on their own without coverage. Stay away from this fraudulent schister!!! They are liars and theives!
I have been with HMS for 9 years. My HVAC unit is serviced at least twice a year through my policy. My main issue with them is their lack to replace my unit which is almost 30 years old. My other issue with them is the fact that they don’t cover pressure reducing valves. The pressure reducing valve for my hot water heater was leaking due to cracks from normal wear and tear and it was not covered under my policy. Per my experiences the company’s customer service is ok. I’ve been very satisfied with the techs they use.
Nothing but a ripoff. If your defective unit is too old and/or expensive to replace (A/C-heating, etc.), they will figure out ways to reject your claim. Their “selected” contractor works in unison. This company is nothing but a BIG RIPOFF! Don’t waste your hard earned money on this company.
Before closing on our home, we had a home inspection conducted as was suggested by our real estate agent. After determining there was an issue with the heater, the sellers fixed to have it repaired and everything else was ready to go for closing. We closed and took possession July 31 and enjoyed our first home.
The air conditioner worked fine until September 16. We contacted HMS that evening and were able to get a service person to our home the next day. After determining the unit was low on Freon, the unit was noted as having holes in the coil, and we paid the $100 for nothing because the service representative could not recharge the unit knowing there was a leak. He told us he would file the necessary paperwork to get this repair started because it was a covered expense under our warranty.
A representative from HMS contacted us, told us it was denied because we only lived in the house for a little over a month, so it must have been a pre-existing condition. However, we informed the representative of the home inspection report showing the A/C was in working order and faxed it to their office at our expense. He was supposed to call us later on September 17. On Saturday, September 19, we were told a supervisor had to approve the claim but he was on vacation. When we told them our house was 88 degrees and it was almost 90% humidity, the representative gave us a sarcastic “sorry to hear that” and told us to wait it out.
As of today, we have had to refax the home inspection report only to have a new “supervisor” deny the claim because our return drop temperature was 13 degrees and HMS standard is 14, so the A/C was not considered working at the time of closing based on their company standards despite the home inspector contacting them about the A/C actually being in working, acceptable order by the rules of our state.
So, here it is almost October and we can either pay for a new coil in our A/C or keep fighting the good fight to hope HMS will approve our claim. Our closing attorney told us that suing would cost about the same as having the repairs completed, and the home inspector said he has recently seen an up-turn in home owners contacting him regarding issues with their home warranty companies (mostly the same as ours) denying claims for similar one-degree disputes of return air temperatures.
so my ac unit did not come on this year. We called to place the claim and that was 2 months ago. They approved the the claim after about 3 weeks. I was given a cash option of 500 or take repairs. per a friend the A coil was what needs to be replaced and he said it runs 1200. So of course we took the repair option. Well here it is more than half way through the summer and still not fixed. The repair company never calls to give me status. I call they say they have not heard anything. Well finnaly they got the part and its the wrong part. so weeks go by no word, so i start calling HMS and the repair shop. I get no where. Finally HMS calls me and tells me they are only going to provide the part they sent that with some modifications it can work. Of course modifications at my expense of 350. So i have to pay 350 to RIG my AC unit because that is the only part available to them. I dont think so! I told the ac repair shop what they told me and that i need to look into an attorney because I am not paying to rig my ac unit, because they dont want to pay for the right part. They are trying to work it out, so meanwhile 2 more weeks go by. I will be lucky to have it fixed in time for winter. So much for a hot summer with no air and kids!!!!! I use to praise this company for the first year our hot water heater went out they replaced it within a week. I cant say the same anymore. If i ever get through this I must say i dont think its worth the hassle. We will see.
After holding for a hour, I finally filed a claim with HMS, but this is only the beginning of my nightmare. The customer service is rude and they denied my claim based on something that the technician didn’t mention at all. For anyone who is looking for home warranty, please don’t waste your money and time.
I’m a company that was working for HMS/Crossing Country and they do want you to treat the customer with no respect we are not going to work for this company as not only do they not take care of there warranty customers but they treated the company’s that want to be honest to the customer by not paying them for jobs they do If any company works for them and is happy working and treating customers the way they want you to be aware that they will not treat you fairly and cheat you out of what you have payed to have work done. concerned x-employee of HMS/Cross Country
Scam, they will not give me a refund of any amount because the “short rate” daily. They explained they take out a random amount from the premium everyday. Of course this is after they refused to fix my AC and the C&R Mech. co they sent out threatened to kick my ***. Huge waste of money.
If there was a rating less that “1″ I would choose that option! I bought my home two years ago (an older home – built in ‘96) and at the time of purchase an HMS warranty was included. My first problem was the hot water heater which would not work due to sediment build up. No, they did not cover it….which I may have understood…until my experiences this year.
My built-in microwave went out. The service man could not figure out what was wrong with it so they took it into the shop. Well, evidently there was a small amount of paint which had chipped off from the interior (which I still do not see) so HMS rejected the claim. THUS I paid my $100 deductible for a non-working, non-repaired microwave. Certainly an expensive service call!
Then, that same week my A/C went out. This was the second time – it happend last year, as well. The assigned service provider came out, replaced freon, said he checked for leaks – I paid my $100 end of story. NOPE! Evidently the tech did not check very well as again this year I was empty of freon and this time he finds a RUSTED condensor coil (and this just happened? don’t think so!). Bottom line, when HMS FINALLY contacted me – they are covering $736 out of a $2,000 job. They do not cover permits, duct work, etc. What a rip off! DO NOT USE THIS COMPANY! I am just thankful that this happened prior to my June 18th renewal date! My renewal is $450 with a $100 deductible. Thanks but no thanks, HMS!
Everything that all the prior reviews have said is completely true. The company seems to do everything they can to slow this process down and screw the customer. If you have this company as your home warranty provider, you have to call everyday and do all the coordination with the repair company. If they say they’ll call, they won’t, so be on top of things.
HMS IS ABSOLUTELY HORRIBLE!!! Bought my home a year ago and purchased the HMS Home Warranty. 6 months after moving in my heat pump broke. Filed a claim with HMS and they “determined” the coils were dirty, I asked the contractor while he was there if he could just go ahead and perform the work and I would pay out of pocket….He told me he wasnt licensed to do that type of work. WTF!! You are a HVAC company. Anyway had another company come out and they advised me that the coils were fine! Now here is it memorial day weekend and my AC stops working. I call and file another claim. Contacted the HVAC company and they can’t come for 6 days. It is 92 degrees in my house, I have 2 small children. I call HMS and ask for another service provider…they tell me that we have to give them a chance to respond. I told the lady that it was 92 degrees in my house and that was totally unacceptable! She then placed me on hold for 10 minutes and got back on the line to advise me that she had looked up the weather forecast for my area and the temperature was not supposed to rise over 80 degrees so I would be fine. YOU HAVE GOTTA BE KIDDING ME!! So now here it is 6 days later and the contractor finally shows up. He determines that the circuit board burned up and needed to be replaced. He would call it in for approval and be back within a day or two to repair. Two days go by, nothing. I call HMS, they havent received the report back yet. 3 more days go by, nothing! By this point I am totally irate. I called them and told them this was absolutely unacceptable. Then they suddenly received the paperwork from the contractor and “determined” it could have been caused my a storm so my claim was DENIED! I contacted the HVAC company to question them and they told me that nothing to that effect was ever mentioned and he couldnt believe that they were doing this! I am absolutely furious with this place!! I am supposed to renew my warranty with this company tomorrow for $540! Def. will not be happening. WARNING TO ALL: STAY CLEAR OF THIS COMPANY!!!
Anyway if anyone is interested in hiring a lawyer and getting a case together let me know. I will def. be contacting a lawyer today! Email me at anwtabb041505@yahoo.com.
I purchased a HMS home warranty after buying my home in Washington, DC 2 years ago on the sole recommendation of my realtor. I filed two claims (and eventually cancelled them both) in two years and decided to just pay for the work out of pocket. The failures weren’t major and I didn’t want to deal with all the BS. I recently received my renewal notice and after reading all the horrible reviews relative to HMS, I definitely WILL NOT renew with them again.
Does anyone know of a reputable company servicing the DC metropolitian area?