Comments on: HMS

By: Bryan, Rockville, MD

Bryan, Rockville, MD — Thu, 02 Feb 2012 14:50:51 +0000

In my opinion, HMS Home Warranty provides the WORST customer service EVER!!! HMS Home Warranty is all about making the most $$$ for themselves while leaving their customers to the mercy of the unprofessional company they employ to fix your appliance. My wife and I were without a working AC/HVAC during the three hottest weeks in July because HMS decided to save $$$ while attempting to install a less expensive HVAC than the one that was recommended to them by the very company they hired to replace it. It turns out, this HVAC did not even fit properly in our unit. Instead of replacing the HVAC immediately, the unprofessional company HMS hired left our condo building and we were without AC for the next three weeks. Why did it take three weeks you ask…because, in my opinion, HMS Home Warranty’s unprofessional management team debated aimlessly on how to properly handle the issue and never provided us, the customer, with a real apology. HMS Home Warranty even supposedly told the appliance company to alter our building’s structure to make the cheaper HVAC unit fit. This could have caused flooding in our building and if it was not for our building engineer denying the request, it could have been a disaster for our condo building. HMS’ management team was rude to my wife and basically told us to suck it up and deal with the 100 degree heat and sweltering humidity. Do not let this happen to you. You will be at the mercy of this company’s unprofessional staff that only cares about themselves. The company they hired to replace our HVAC was just as unprofessional. They smeared their dirty hands on our walls just to mock us and they tried to do work in our building’s hallway when we told them not to. In my opinion, the only reason HMS hired this unprofessional company was because they charged the least amount of $$$. Once again, DO NOT give HMS your business. You will be sorry, just like we were. In the end, it took us filing a complaint with the State Attorney General’s office for HMS Home Warranty to repay us for some of the $$$ it costs to fund a portable AC unit. However, a heartfelt apology was never delivered to us…an obvious sign where HMS Home Warranty’s priorities lie. In my opinion, HMS Home Warranty does NOT care about their customers and they only care if they are making the most $$$.

By: Assink,North Ridgeville,Ohio

Assink,North Ridgeville,Ohio — Fri, 06 Jan 2012 20:35:28 +0000

I have had good luck in Ohio with HMS,New furnace,fixed air conditioning,oven on stove,dryer,washer I have had them for going on 7 years now and will renew this year.and fridge almost forgot, Never a problem,contractors came from sears and a well known ac/heating company in our area.I will renew.

By: Boryana Fileva, Silver Spring,MD

Boryana Fileva, Silver Spring,MD — Wed, 28 Dec 2011 19:20:28 +0000

HMS – don’t use them!!!!

There was only ONE time of 4 when the job was done well.

The other three claims:

-It took a month to repair HVAC during 100deg. summer. -I had to repair myself a boiler, because it was a holiday and the electrician was on vacation and next appointment was after a week!! -It took them 10 days to tell me that the part of the cloth washing machine which is broken is NOT COVERED and I must find s.b. else to solve the problem!10 DAYS !!!!! There is a little baby in the house.

By: Beth Knavel Bowling Green, OH

Beth Knavel Bowling Green, OH — Thu, 22 Dec 2011 21:39:24 +0000

I was without heat, in December, with three small children and HMS did not return my phone calls and was very slow in reviewing my claim telling me it might be 4-5 days before I could get the problem fixed. When I did speak with representatives, they gave me incorrect answers or no anwers at all. It was a very frustrating situation!

By: Brian Jepperson, Tualatin, OR

Brian Jepperson, Tualatin, OR — Sun, 18 Dec 2011 18:50:14 +0000

This service is just a complete sham. I paid premiums for years, and when I finally had a problem that they covered, they were completely useless in helping me getting it fixed. They tried to contract contractors 100′s of miles away to do the work, even though I live in a major metro area. Also, believe me, they are in *no hurry* to even start the process of servicing the claim once initiated. I am so disgusted with their conduct and lack of professionalism.

By: hugh welcel

hugh welcel — Tue, 13 Dec 2011 16:02:16 +0000

8 year customer…but when my air conditioner stopped working they sent out someone that wrote a report that it needed to be replaced…but they refused to replace it…

By: Erin - Manassas, VA

Erin - Manassas, VA — Wed, 07 Dec 2011 19:57:52 +0000

I’ve had HMS for 2 years and have had no problems. Have had my furnace, refrigerator, dishwasher, and washing machine (twice) repaired for $100 each when it would have cost me in the thousands of dollars out of pocket otherwise. Have had no problems with contractors that have come to the house. Sometimes it takes the contractos a few days to get there, but that would be the case regardless of whether I used HMS or not. It’s very comforting to know that when something breaks it only costs $100 instead of having to dread what repairs are going to cost me. I just wish my policy covered electric, plumbing, and the foundation.

By: Dan Shingler

Dan Shingler — Fri, 02 Dec 2011 00:13:42 +0000

Not good. They sent us an incredibly incompetent contractor when our heat went out and it was 20 degrees out. As the days without heat went on we begged them to let us switch contractors. They told us no and then gave us about 10 minutes of excuses. There’s nothing like sleeping in a room where you can see your breath to remind you to switch home warranty companies. I’ve had good ones in the past, but this is not one.

By: kim, Ohio

kim, Ohio — Fri, 25 Nov 2011 05:30:23 +0000

I had to use HMS 3 times with good success. Hot water tank and bathroom faucet. I renew my policy each year and overall I had no problems with customer service or technicians. I rather have some type of coverage on these appliances and 100.00 deductible isn’t bad compared to purchasing a furnace for 2,500.00.

By: Rober Callahan, Round Hill, VA

Rober Callahan, Round Hill, VA — Mon, 21 Nov 2011 15:11:09 +0000

We’ve been without heat for 5 weeks now due to the failure of our hot water baseboard boiler. HMS sent the wrong parts 2 times. The third time they sent to the wrong place. We had to call the distributor who kindly had it driven to the heating company. When the tech came out, he discovered that he didn’t have all the parts that were required. HMS refused to authorize the additional parts and sent a second heating company out who determined that the boiler should be replaced. After a week, HMS authorized a new boiler. We scheduled the install a few days later and the heating company found that the wrong boiler had been ordered.

Dealing with customer services has been frustrating. There were several times with they actually lied to us saying that the heating company was hard to get on the phone when we got a person every time we called. Even speaking to customer service supervisors didn’t help any. We are completely frustrated and angry. I have stopped the 3rd of 3 payments to HMS and have filed a claim at the Better Business Bureau.

I recommend that no one choose HMS as their warranty company.