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
| 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. |
We do not endorse any company in particular, however you should ignore the reviews that are overly negative or positive. Such reviews are not likely to offer a balanced view and some of them could be fake reviews posted to promote or demote a company. It is always a good idea to check BBB ratings and make sure the company is licensed to do business in your State by contacting State Insurance Commission. Try to avoid paying annual premium and keep your cancellation rights
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
Reviews
Pages: « 7 6 5 4 3 2 [1] Show All
Pages: « 7 6 5 4 3 2 [1] Show All
The pump (and motor) in my dishwasher needed replacing. I contacted HMS, and was recommended three different repair services. The first didn’t want to work with HMS. The second was Sears (enough said). The third was faxed over a work order through HMS. This company DID NOT contact me for over 24 hours. After calling HMS to complain, the appliance repair service claimed that “they had until 5:00 that evening to contact me” and were apparently waiting until the last minute. Anyway, the claim went as follows: 1) HMS decided to repair, rather than replace my 15 year old dishwasher. 2) From start to finish, the claim took 9 days. 3) The appliance repair company seemed to have a problem with returning calls. This issue happened more than once.
Prognosis: The dishwasher seems to be working okay…just didn’t seem cost effective to repair an appliance that old. I discussed the issue of repair vs. replacement with an HMS manager, and was told that under their warranty, parts and repair are “heavily discounted”, hence, their discount would prove less expensive than paying to replace the item. As George Bush would say…sounds like “fuzzy math” to me.
We have had HMS for three years. The first two years, we were…well, not pleased, but at least willing to renew because we have an old boiler system and we don’t want to risk replacing it out of pocket.
This year, so far, they have denied responsibility for an electric claim–legitimately enough, but they sent someone out anyway and collected their deductible although I clearly explained the problem and they should have known they wouldn’t cover it.
Then, the boiler stopped working and they sent someone out who then stopped returning calls and has not sent a service report. Without the service report, they won’t help us at all–they won’t send another contractor, won’t do anything. On top of that, there is no supervisor available for me to talk to–none.
So our house is 44 degrees and falling. I have a 2-year-old and a 6-month-old. I am worried about freezing pipes. This is absolutely unacceptable customer service and I am not renewing a contract with HMS ever again. Nor do I feel the slightest bit confident that they will cover anything they don’t feel like covering.
I have been trying for 3 weeks to get my water heaters repaired – turns out only one is covered, they don’t cover the catch pans (that are leaking), they don’t cover the pressure valves for the water heaters, etc. (if you get the drift – they don’t really cover anything) on top of that I can’t even get their plumber out here!!!
I have been a customer of HMS for several years, and every time I use them, I am frustrated by their terrible customer service and slow response times. They prey on people’s fears, but I will not be victim to them any longer. I live in a town of 25,000 people. There are plenty of repair companies in my phone book. But every time I call HMS with a claim, it seems they only have one repair company in the area, and that company is booked. I have asked them several times to work to have more contractors lined up, but they haven’t. Today, the customer service rep I spoke with named “Quantina” told me that they only have one service company in my area. I asked her why not more, and her response was “A lot of companies don’t want the hassle of dealing with us. They would rather work on their own.” Well, if they experience the same frustrations with HMS that I do, I can understand why. So here I sit with a plumbing leak and no one here to fix it. Meanwhile, HMS has the $450 I paid them for my contract and hasn’t done anything to make sure I get the timely service I deserve. The only thing I get from their warranty is a guarantee I will be frustrated.
We are really angry with their services, they did not try to evaluate the claim, they didn’t care what evidence we had, the only thing they would do was to say, “Sorry, it’s pre-existing condition, we won’t pay for it.” We don’t feel they are trying to provide any service, really just taking money and to bribe the realtors.
I had an HMS home warranty on the first house I purchased. I think using home warranties are a little like having an HMO for health insurance. They’re not set up to be terribly convenient, but in the long run, they do save money. I am in a different home now, and again have an HMS home warranty. They are consistent. They provide me a claim number and contractor when I call. If I can’t reach the contractor, or they can’t provide service in a reasonable time, HMS will provide another name. Most often, the contractor repairs whatever it is that isn’t working, but there have been a few times when they’ve had to replace things. I don’t think I’ve ever been treated unfairly, but I have to admit, the contractors they use do very little to accommodate my schedule.
We bought this house Oct 07, the inspection went well and HMS was a supposed added bonus. The house was built in 2001. Well November 07 rolls around and the pilot light on the gas stove continues to go out. Have had 4 repair men come by all doing different things, issue not resolved. Ended up buying a new gas stove. The dishwasher wasnt working correctly so we called on them because one of the repair guys looked at it when he was inspecting the stove, said the subpump needed to be replaced, but that I would have to file a claim with HMS. I called had someone come out to tell me that the heater coil wouldnt get hot enough and that it wasnt made to get the required temp. So HMS denied that claim and never fixed the stove. Come Dec 2007 the heater was making an awful noise, and they sent out someone, again it didnt get fixed. Then the Evap cooler didnt work so we paid to have central a/c installed through Sears. The prior owners took out the refridge air and put in Evap. Well two months later and the Blend Air motor is blown in the central air/furnace. I call and they sent someone out. First off the people they hire to do “so called work” are the bottom of the barrel, really before he even looked at the HVAC system he was trying to sell us a cleaning of the unit. Yes the 7 yr old furnace is dusty but not dirty. Anyway he comfirms what we already had investigated online the Blend Air needed to be replaced. The guy gives us a receipt that states that and “cleaning” So HMS in their usual manner denies the claim, saying to clean the machine and if that doesnt fix the issue then we pay to have the same moron come out again. So at this point I have argued with a Supervisior, and gotten no where. She claimed that she talked to the company then denied that she had just said that. So I faxed a copy of the Blend Air needing to be replaced, and Coleman’s diagnostic of the red flashing light and alarm being a mechanical issue-NOT cleaning issue. I am sure that I wont get a call from them, but am filing a BBB complaint against them tonight. And I am also canceling our policy with them. HMS is a scam and fruad from what I have found out through reseach tonight.
My A/C unit have been out of service for 4 weeks. The process for claims is extremely long. I believe this is a possible process according to the customer service representatives information.
-HMS gives you a local company to perform the repair. -Depending on the workload of the company this may take approximately 1 week. You may require multiple companies, some are small and don’t even return calls. -HMS receives replacement parts list from a local repair company. -The information takes more than one day to be uploaded to their system. -HMS approves the parts, takes a few days. -Purchasing department order parts and ships them to the local repair company, this would take about 1 week. -Local repair company receives a work order approval, even as its seem logical to approve the work order along with a replacement part they don’t do it. -Coordinate with a local company for the installation.
The customer service is very deficient, you always get a different story each time you call. If you require to contact a supervisor they are never available or care to return a phone call, email etc.
I would never recommend this company to anyone, its a frustrating experience.
I have been with HMS for 9 years and they have always been very good on service calls and repairs. Until now when my air conditioning unit failed and the contactor that they assigned to my repair told me the outdoor unit needed to be replaced. It was leaking refrigerant and several sensors were gone. He said that it was cut and dried, it had to be replaced and not repaired. He called in the information on Tuesday of last week. I contacted HMS that day and warned them that a heat wave was about to hit the DC area and the claim needed to be expedited. When I called on Wednesday, the told me that a replacement unit had been located and that the authorization department had the claim. I was told they would contact me by 6 pm on Thursday. I called them at 6:30PM and they indicated that it was still in the authorization department. I called on Friday morning, finally got a supervisor who approved the claim himself since the authorization department hadn’t acted on the claim. This was after telling them I would contact the Better Business Bureau and the Insurance Commission in Va. On Friday, they indicated that I had to tell them whether I wanted a claim credit and have the unit replaced on my own or if I wanted them to provide a replacement unit to the contractor. They offered $1121 on a $2200 replacement. I told them now way, replace the unit under the policy. The purchasing department screwed around on Friday and on Monday and finally told the contractor the replacement unit was at a Carrier distributor less than 10 miles from my house (the replacement unit had been at that distributor the prior Tuesday when the first service call was made). Since HMS screwed around for an entire week, the contactor booked up with calls through this Thursday and now I have to wait until Friday for the unit to be replaced. Meanwhile, it has been over 90 degrees 5 days in a row. The only concession HMS made after they made multiple promises and never fulfilled one was that they would pick up the $135 in non-covered costs as compensation for their ineptitude.
I’m certainly not going to renew with HMS.
Horrible customer service and their “authorized” companies who provide “repairs” are even worse.
This company has a habit of hiring contractors out of the area to save on costs. As a result, multiple appointments to repair my boiler were by contractors who were hours away in Delaware. This company sees nothing wrong with hiring a plumber more than 100 miles away to save a buck. Who cares if you have to wait a few more days or at least several more hours for the comapny to arrive. I would never use this company again. They are the worst.
This company just collects yearly fees and denies claims. Dishonest and rude receptionists.
On Sunday am I woke to a flooded basement 6 mo after moving in. Hot water heater was 19 yr old; corrosion caused leakage from the top. Only plumber on HMS’s list in my area had never heard of HMS & refused to do service for them. HMS said I could find someone in the phone book, which I did. I submitted required paperwork for the $1,284 bill, & waited the required 4 wk review time – only to have it denied. Why? “The work wasn’t authorized.” I appealed. Denied. I appealed & asked for a call-back. No call back. I called & re-appealed. Denied. I asked for a transcript of the initial recorded call where they said I agreed to the “owner’s code,” but a male supervisor said there was no recording. His supervisor called & said she’d pay $423.75, their replacement cost. [Lowe’s cost: $340} Male supervisor called back within minutes & said he had initial recording which had me agreeing to the owner’s code, said “Thank you for being such a valued customer” in a very sarcastic voice, & hung up on me. Clearly HMS is a rip off.
HMS are extremely slow and the customer service is really bad. The contractors they use are so bottom of the barrel. Don’t use them!
Denied heater repair claim. HMS said the problem is a pre-existing condition even though the repairman told me it should be a covered repair. Total scam. Don’t use HMS or Cross Country or whatever name they go by.
Just Google “HMS Complaints”…you’ll see I’m not the only one upset by this company.
Denied Claim for repairing heating unit claiming the problem was an pre-existing condition. Total scam. Don’t use HMS or Cross Country or whatever name they go by.
The worst warranty company period. My AC unit has been broken since June and it is now October. They would tell me my claim has been finalized then it’s hasn’t been then it has. Then they would tell me they have a 24-72 hr turnaround time. It has been 2 weeks and I had to contact them everytime.
I had American home Shield, and used them a few times a year, always were able to fix those small issues that arose around the house.
When time came to renew I found out that AHS wasn’t including all the appliances that I needed coverage on, so I switched to HMS.
Those “few” calls I did a year, not one of them was covered by the HMS warranty. I had a kitchen Faucet, that decided to drizzle, and that wasn’t covered.
My 17yr old A/C finally bit the bullet, (main reason I did the Home warranty) and After 4 visits, and 3 weeks later they came back to tell me that they were going to replace my unit, of course, not all of it, and the adapters that I needed, the company charged OUTRAGEOUS prices for. basically, they said, we’ll replace it, and you got to spend $700 from your own pocket. There is alot more to this VERY short story, but I’m giving them a 1, and will never use HMS or the associated maintenance companies.