HMS Home Warranty

Home Warranty Plan Details and Reviews for HMS Home Warranty

HMS Home Warranty
Customer Service 2.5 Star Rating2.5 Star Rating2.5 Star Rating2.5 Star Rating2.5 Star Rating
Service Timeliness 2.5 Star Rating2.5 Star Rating2.5 Star Rating2.5 Star Rating2.5 Star Rating
Repair Service 2.5 Star Rating2.5 Star Rating2.5 Star Rating2.5 Star Rating2.5 Star Rating
Overall Rating2.5 2.5 Star Rating2.5 Star Rating2.5 Star Rating2.5 Star Rating2.5 Star Rating2.5 Star Rating
Total Reviews: 613
Total Quotes : 177
Premium $360-$500+
Deductible $50 - $100
Effective Immediate with a Real...
Years In Business 33
BBB Rating B
Complaint Resolution Y
Offers Online Claims Y
Coverage Area Nationwide (USA)



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This company also operates under the following alternate business names
  1. Total Protect
  2. Cross Country Home Services
  3. Haa Of Virginia
  4. HMS Home Warranty
  5. Home Warranty Service
  6. HomeSure of Americ

HMS National is one of the leading providers of home warranty products in the nation with over 30 years of experience in the industry. HMS is a member of National Home Service Contract Association and is committed to making homeownership a pleasant experience.

HMS has a network of over 40,000 contractors who are dispatched as and when service requests arrive. The company runs a customer service facility which functions round the clock to take customer complaints.

HMS National has a well maintained, information rich website which practically functions as an online office of the company. Many services and features designed to help planholders are available for use on the website. In addition to that, information regarding the company’s warranty products, prices and articles related to homeownership are available online. Following are some of the other online services available from HMS


  • Submit a Claim
  • Renew an existing warranty plan online
  • Contact Customer Service
  • Information regarding typical Items covered in a Home Warranty
  • Download Current State Brochure for warranty plans – Coverage and Pricing Varies By Region
  • Read about General Systems and Appliances Maintenance Tips

HMS Home Warranty main products are their warranty plans. The plans come in four variations, they are as follows.

  • Seller home warranty
  • Buyer conversion warranty
  • Buyer direct warranty
  • New home warranty
  • Open direct warranty
Other products offered by the company include real estate marketing tools such as Marketopia and a few other useful tools. Marketopia is a customizable tool that agents can use to attract customers.

Reviews & Ratings

Sandy - UT 02-16-2017
Barbora Nelson,Sandy UT
Posted On 02/16/17
Review No. 108653
1 Star Rating1 Star Rating1 Star Rating1 Star Rating1 Star Rating
Customer Service:1 Star Rating1 Star Rating1 Star Rating1 Star Rating1 Star Rating
Service Timeliness:1 Star Rating1 Star Rating1 Star Rating1 Star Rating1 Star Rating
Repair Service:1 Star Rating1 Star Rating1 Star Rating1 Star Rating1 Star Rating
Overall Rating:1 Star Rating1 Star Rating1 Star Rating1 Star Rating1 Star Rating
truly would give then a 0/5 and will never deal with them again. completely worthless warranty company. will do anything and everything to weasel out of paying for repairs despite both myself and mechanic attempting to discuss it with them. have a generic one sentence reply for any questions. DO NOT USE THEM!!!
# 108653
HMS
02-22-2017
Sandy we are truly sorry that you had a bad experience. We'd like to discuss your concerns and assist in any way possible. Please send us a private message via Home Warranty Reviews with your property address so we can contact you directly. Sincerely - Tanya
Fairborn - OH 02-16-2017
Beka,Fairborn OH
Posted On 02/16/17
Review No. 108646
1 Star Rating1 Star Rating1 Star Rating1 Star Rating1 Star Rating
Customer Service:1 Star Rating1 Star Rating1 Star Rating1 Star Rating1 Star Rating
Service Timeliness:1 Star Rating1 Star Rating1 Star Rating1 Star Rating1 Star Rating
Repair Service:1 Star Rating1 Star Rating1 Star Rating1 Star Rating1 Star Rating
Overall Rating:1 Star Rating1 Star Rating1 Star Rating1 Star Rating1 Star Rating
This home warranty is a joke. Called because we pulled out our fridge because of something seeming odd about it and it was leaking out the back with a huge chunk of ice. Caused damaged to our drywall behind the fridge, base boards, and flooring. Put in a claim and they sent out a tech. The tech said it was a total loss for the fridge but When an agent called us later in the week they gave us the run around about why it wasn't covered. Along with everything else it caused damage to. Why did I pay 500 dollars for insurance when you won't even cover the little amount of things you say you will. Could have saved that money for the new fridge we have to buy. Total waste of money. view less
This home warranty is a joke. Called because we pulled out our fridge because of something seeming odd about it and it was leaking out the back with a huge chunk of ice. Caused damaged to our drywall behind the fridge, base boards, and flooring. Put in a claim and they sent out a tech. The tech said it was a total loss for the fridge but When an agent called us later in the week they gave us
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# 108646
HMS
02-22-2017
Beka, thank you for reaching out to us we would like to take another look at your claim to ensure you received the full benefit of your warranty. Please send us a private message via Home Warranty Reviews with your claim number and address and we'll investigate. Thanks - Tanya
Shoreview - MN 02-12-2017
Brett H,Shoreview MN
Posted On 02/12/17
Review No. 108589
1 Star Rating1 Star Rating1 Star Rating1 Star Rating1 Star Rating
Service Timeliness:1 Star Rating1 Star Rating1 Star Rating1 Star Rating1 Star Rating
Repair Service:1 Star Rating1 Star Rating1 Star Rating1 Star Rating1 Star Rating
Overall Rating:1 Star Rating1 Star Rating1 Star Rating1 Star Rating1 Star Rating
The worst warranty I've ever purchased and rude service model. Our dishwasher started leaking. I called HMS and was told it was likely not repairable and that they would send someone out to check. A man came out and told us it was the gasket and that he couldn't get the part due to the age of the machine. Paid him the $100 deductible. I got a call from HMS two days later and was told that the problem with the machine was "structural" as opposed to "mechanical", therefore it was not covered. I asked about the deductible and was told I was still responsible for it. I was very angered that the warranty didn't cover my broken dishwasher. Whether the problem is one part or another, it was broken. This is why I bought the warranty. I sent an email to HMS complaining and asking for a full refund of my full annual premium (about 9 months in) plus the deductible. I got an email denying my request. I then got a phone call from a representative who directed me to my policy and told me to read a specific paragraph in the fine print of it so I understood why this was not covered. I've never felt so condescended to in my life. The only thing they did was reduce my deductible to the service call, a savings of $25. Wow. Star far away from this company. view less
The worst warranty I've ever purchased and rude service model. Our dishwasher started leaking. I called HMS and was told it was likely not repairable and that they would send someone out to check. A man came out and told us it was the gasket and that he couldn't get the part due to the age of the machine. Paid him the $100 deductible. I got a call from HMS two days later and was told that
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# 108589
Adelphi - MD 02-09-2017
HMS,Adelphi MD
Posted On 02/09/17
Review No. 108544
5 Star Rating5 Star Rating5 Star Rating5 Star Rating5 Star Rating
Repair Service:5 Star Rating5 Star Rating5 Star Rating5 Star Rating5 Star Rating
Overall Rating:5 Star Rating5 Star Rating5 Star Rating5 Star Rating5 Star Rating
We have had HMS for about 6 years. We have been very satisfied with their company and all the companies that they have furnished for our needs.
# 108544
Baltimore - MD 02-08-2017
Crystal Parker,Baltimore MD
Posted On 02/08/17
Review No. 108525
3 Star Rating3 Star Rating3 Star Rating3 Star Rating3 Star Rating
Customer Service:3 Star Rating3 Star Rating3 Star Rating3 Star Rating3 Star Rating
Service Timeliness:3 Star Rating3 Star Rating3 Star Rating3 Star Rating3 Star Rating
Repair Service:3 Star Rating3 Star Rating3 Star Rating3 Star Rating3 Star Rating
Overall Rating:3 Star Rating3 Star Rating3 Star Rating3 Star Rating3 Star Rating
It's not horrible but could improve. Some of the companies under the program do well and others are not good for overall business.
# 108525
Rolesville - NC 02-01-2017
Sandra Walker,Rolesville NC
Posted On 02/01/17
Review No. 108369
5 Star Rating5 Star Rating5 Star Rating5 Star Rating5 Star Rating
Customer Service:5 Star Rating5 Star Rating5 Star Rating5 Star Rating5 Star Rating
Service Timeliness:5 Star Rating5 Star Rating5 Star Rating5 Star Rating5 Star Rating
Repair Service:5 Star Rating5 Star Rating5 Star Rating5 Star Rating5 Star Rating
Overall Rating:5 Star Rating5 Star Rating5 Star Rating5 Star Rating5 Star Rating
I took out the home warranty on the house I bought in September. When the weather turned cold the furnace would not come on.
HMS sent out a repair man and the next day it was fixed.
# 108369
Woodbridge - VA 01-25-2017
Mohammad Uddin,Woodbridge VA
Posted On 01/25/17
Review No. 108213
1 Star Rating1 Star Rating1 Star Rating1 Star Rating1 Star Rating
Customer Service:2 Star Rating2 Star Rating2 Star Rating2 Star Rating2 Star Rating
Service Timeliness:4 Star Rating4 Star Rating4 Star Rating4 Star Rating4 Star Rating
Repair Service:1 Star Rating1 Star Rating1 Star Rating1 Star Rating1 Star Rating
Overall Rating:1 Star Rating1 Star Rating1 Star Rating1 Star Rating1 Star Rating
I am absolutely disappointed. My Gas Furnace was not working and HMS agreed to replace it if I pay $1010. I agreed to pay that amount. I had a Carrier furnace and I asked the representative multiple times if I am getting the same. She made sure that it will be a Carrier furnace. During the replacement, I was not at home. When I came back home, I was surprise to see that the unit was made by Braynt. I called the customer service again, and a call back from Supervisor was scheduled within 72 hours. The supervisor called me after 2 days and explained that "The unit came from Carrier even though it was made by Bryant." I was shock after hearing this. I know Bryant is a sister company of Carrier. But anyone will understand that they are not the same. I should get a Carrier, period. I think they misguided me and information was misleading. Again, I am absolutely disappointed with the service. I am confident, HMS still will do something. And I will be enjoying, being member of HMS family, rest of the time. view less
I am absolutely disappointed. My Gas Furnace was not working and HMS agreed to replace it if I pay $1010. I agreed to pay that amount. I had a Carrier furnace and I asked the representative multiple times if I am getting the same. She made sure that it will be a Carrier furnace. During the replacement, I was not at home. When I came back home, I was surprise to see that the unit was made by
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# 108213
HMS
01-26-2017
Mohammad - We apologize for any miscommunication regarding the replacement unit that was brought into the home. While we understand the brand is not one that you desired, please know that the warranty did replace your old unit with a comparable model. We appreciate you sharing your experience and appreciate you being a valued member with us. Sincerely - John
Bloomfield - NJ 01-21-2017
Maria Francisco ,Bloomfield NJ
Posted On 01/21/17
Review No. 108159
1 Star Rating1 Star Rating1 Star Rating1 Star Rating1 Star Rating
Customer Service:1 Star Rating1 Star Rating1 Star Rating1 Star Rating1 Star Rating
Service Timeliness:1 Star Rating1 Star Rating1 Star Rating1 Star Rating1 Star Rating
Repair Service:1 Star Rating1 Star Rating1 Star Rating1 Star Rating1 Star Rating
Overall Rating:1 Star Rating1 Star Rating1 Star Rating1 Star Rating1 Star Rating
DO NOT FALL FOR THIS SCAM!!! Called Monday because my furnace was smoking and leaking water.(I was 2 days into my coverage after the 30
Days wait period) Was told I had to wait until Tuesday for service. I expressed I had a toddler in the home and would need someone to come out sooner and again the Rep told me I had to wait. I later found out that wasn't true. Tuesday I miss work to be home for tech. Tech comes and says furnace needs to be replaced. Called HMS Wednesday morning and by noon HMS denied my claim because it was a result of a "pre existing condition". Mind you they took my payment for enrollment knowing how old my furnace was. I would imagine everything on a 20 year machine would be Pre existing. I called to get a second opinion, to speak to a supervisor, was told initially it was a 24-48 hour wait to speak to a supervisor. I was then told 48-72 by another Rep and finally today I was told 5-6 days for a call back! I finally called my usual hvac contact and all it was was a clogged pipe! Someone was trying to get paid and as a result I was without heat for a few days with a toddler in the house! I still haven't spoken to anyone! I am cancelling my membership! I am reviewing them everywhere I can! Please please please don't waste your money! They cover nothing!!! Not to mention shady characters they send to your house! view less
DO NOT FALL FOR THIS SCAM!!! Called Monday because my furnace was smoking and leaking water.(I was 2 days into my coverage after the 30
Days wait period) Was told I had to wait until Tuesday for service. I expressed I had a toddler in the home and would need someone to come out sooner and again the Rep told me I had to wait. I later found out that wasn't true. Tuesday I miss work
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# 108159
HMS
01-25-2017
Maria - While we understand that the outcome of this claim did not meet your expectations, please know that we try our best to adhere to the warranty Agreement for covered and non-covered failures. We appreciate you taking the time to share your experience and regret to see that you have cancelled your warranty. Sincerely - John
Pasadena - MD 01-08-2017
Kevin M. Watkins,Pasadena MD
Posted On 01/08/17
Review No. 108009
3 Star Rating3 Star Rating3 Star Rating3 Star Rating3 Star Rating
Customer Service:2 Star Rating2 Star Rating2 Star Rating2 Star Rating2 Star Rating
Service Timeliness:5 Star Rating5 Star Rating5 Star Rating5 Star Rating5 Star Rating
Repair Service:4 Star Rating4 Star Rating4 Star Rating4 Star Rating4 Star Rating
Overall Rating:3 Star Rating3 Star Rating3 Star Rating3 Star Rating3 Star Rating
Good repair service (if covered) but horrible customer service times and have to repeat information countless number of times. Good if you have plenty of free time to wait on hold!!!!!!!!!!!
# 108009
Raleigh - NC 01-05-2017
Septimus George,Raleigh NC
Posted On 01/05/17
Review No. 107983
1 Star Rating1 Star Rating1 Star Rating1 Star Rating1 Star Rating
Customer Service:1 Star Rating1 Star Rating1 Star Rating1 Star Rating1 Star Rating
Service Timeliness:2 Star Rating2 Star Rating2 Star Rating2 Star Rating2 Star Rating
Repair Service:1 Star Rating1 Star Rating1 Star Rating1 Star Rating1 Star Rating
Overall Rating:1 Star Rating1 Star Rating1 Star Rating1 Star Rating1 Star Rating
Well a day or two before we actually moved in guess what a leak happened and since the item was in a dirt crawlspace, at the far end, the contractor told all kinds of lies about not being able to turn water off without killing water to the whole house, it needed new wiring (well the house was built in 1975... CODE was way different back then). So my contractor fact checked them on all the things going on and end result was, from my contractor,: "that the contractor did not like crawlspaces, everything was negative out of his mouth and much less wanted to drag the whole unit out."

Needless to say he told them that it was pre-existing to get out of working on it even though the house was inspected prior to purchase. view less
Well a day or two before we actually moved in guess what a leak happened and since the item was in a dirt crawlspace, at the far end, the contractor told all kinds of lies about not being able to turn water off without killing water to the whole house, it needed new wiring (well the house was built in 1975... CODE was way different back then). So my contractor fact checked them on all the
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# 107983
HMS
01-24-2017
Septimus - It definitely sounds like our coverage did not meet your expectations. Please know that your claim was reviewed with the inspection report provided and we regret to see that this issue could not be covered by the warranty. We appreciate you taking the time to share your experience. Sincerely - John
Burnsville - MN 12-26-2016
Kari ,Burnsville MN
Posted On 12/26/16
Review No. 107825
2 Star Rating2 Star Rating2 Star Rating2 Star Rating2 Star Rating
Customer Service:2 Star Rating2 Star Rating2 Star Rating2 Star Rating2 Star Rating
Service Timeliness:3 Star Rating3 Star Rating3 Star Rating3 Star Rating3 Star Rating
Repair Service:2 Star Rating2 Star Rating2 Star Rating2 Star Rating2 Star Rating
Overall Rating:2 Star Rating2 Star Rating2 Star Rating2 Star Rating2 Star Rating
Frustrating experience. Long holds, transfers, requests to give personal information multiple times, and their computer system is often on the fritz. You don't get the choice of which techs you can use, and you better plan for long periods of time on the phone. Our experience is that what they don't cover is far more than what they do cover. This first year in this house we had a plumbing issue -- not covered because it was the plumbing for the outdoor faucets. Water softener -- not covered. Electrical - covered, but the service tech they sent made things worse. I had to insist on a master electrician in order to fix what the first tech did and then fix the original problem -- two $50 deductibles. Washing machine -- covered, but the machine was under warranty, so I cancelled the service call and went the warranty route. The HMS techs came anyway, and I was told I would have to pay the deductible. I had to insist on talking to a manager before they would agree that it was their mistake in sending the techs when the appointment had been cancelled. Garage door springs -- not covered. Garage door opener and sensors are covered, but not any garage door mechanisms. Bottomline: the warranty cost $568. They paid for about $360 in repairs. Things they didn't cover cost us about $4200. So, having a home warranty, at least with this company, does not mean a year of worry-free home ownership. I have no experience with other Home Warranty Companies, so I don't know how they compare. In the future, I would accept a home warranty from the buyer when buying a house, but would research home warranty companies and insist on a top-rated company. I would not buy a home warranty, myself. view less
Frustrating experience. Long holds, transfers, requests to give personal information multiple times, and their computer system is often on the fritz. You don't get the choice of which techs you can use, and you better plan for long periods of time on the phone. Our experience is that what they don't cover is far more than what they do cover. This first year in this house we had a plumbing
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# 107825
Troy - MI 12-06-2016
Sadhan Mahanta,Troy MI
Posted On 12/06/16
Review No. 107472
5 Star Rating5 Star Rating5 Star Rating5 Star Rating5 Star Rating
Customer Service:5 Star Rating5 Star Rating5 Star Rating5 Star Rating5 Star Rating
Service Timeliness:5 Star Rating5 Star Rating5 Star Rating5 Star Rating5 Star Rating
Repair Service:5 Star Rating5 Star Rating5 Star Rating5 Star Rating5 Star Rating
Overall Rating:5 Star Rating5 Star Rating5 Star Rating5 Star Rating5 Star Rating
Called for furnace work, technician came and explained in details about the parts that was broken , he had to go the dealer shop and buy it and fix it within the time frame. In the mean time I called another heating and cooling place and asking for the repair rates for the similar job and I was told it would cost $250. I am completely satisfied with the technician's work . Would recommend other people. view less
Called for furnace work, technician came and explained in details about the parts that was broken , he had to go the dealer shop and buy it and fix it within the time frame. In the mean time I called another heating and cooling place and asking for the repair rates for the similar job and I was told it would cost $250. I am completely satisfied with the technician's work . Would
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# 107472
Williamsburg - VA 12-06-2016
Bryce Hinsch,Williamsburg VA
Posted On 12/06/16
Review No. 107459
5 Star Rating5 Star Rating5 Star Rating5 Star Rating5 Star Rating
Customer Service:4 Star Rating4 Star Rating4 Star Rating4 Star Rating4 Star Rating
Service Timeliness:5 Star Rating5 Star Rating5 Star Rating5 Star Rating5 Star Rating
Repair Service:5 Star Rating5 Star Rating5 Star Rating5 Star Rating5 Star Rating
Overall Rating:5 Star Rating5 Star Rating5 Star Rating5 Star Rating5 Star Rating
Our realtor had us ask for home warranty as part of negotiations----never regretted it! almost immediately we had the fridge go out----as it was one that came with the home---it was an upscale one---we did have some problem finding a repair company----HMS could not find one---so we did. as we had not yet moved in---having the work done was easy to arrange and have done. Then after a month in the place the garage door opener needed work. HMS had Sears out the next day!!---surprised me---for sure!!---but all repaired and only paid the $100 deductible. I am satisfied with the service and repair companies we dealt with. I would recommend them and will resign next year. view less
Our realtor had us ask for home warranty as part of negotiations----never regretted it! almost immediately we had the fridge go out----as it was one that came with the home---it was an upscale one---we did have some problem finding a repair company----HMS could not find one---so we did. as we had not yet moved in---having the work done was easy to arrange and have done. Then after a month
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# 107459
Frederick - MD 11-30-2016
Jason Hamilton,Frederick MD
Posted On 11/30/16
Review No. 107357
1 Star Rating1 Star Rating1 Star Rating1 Star Rating1 Star Rating
Customer Service:1 Star Rating1 Star Rating1 Star Rating1 Star Rating1 Star Rating
Service Timeliness:1 Star Rating1 Star Rating1 Star Rating1 Star Rating1 Star Rating
Repair Service:1 Star Rating1 Star Rating1 Star Rating1 Star Rating1 Star Rating
Overall Rating:1 Star Rating1 Star Rating1 Star Rating1 Star Rating1 Star Rating
ABSOLUTE WORTHLESS. I had an electrical emergency and had to replace my whole electrical junction box. $2000 down the drain and guess what...did HMS honor any of their warranty remarks. NOT A PENNY! DO NOT GET SCAMMED BY THIS COMPANY!!! IT IS THE BIGGEST WASTE OF MONEY OUT THERE!
# 107357
Annapolis - MD 11-17-2016
Kurt,Annapolis MD
Posted On 11/17/16
Review No. 107174
1 Star Rating1 Star Rating1 Star Rating1 Star Rating1 Star Rating
Customer Service:1 Star Rating1 Star Rating1 Star Rating1 Star Rating1 Star Rating
Service Timeliness:1 Star Rating1 Star Rating1 Star Rating1 Star Rating1 Star Rating
Repair Service:1 Star Rating1 Star Rating1 Star Rating1 Star Rating1 Star Rating
Overall Rating:1 Star Rating1 Star Rating1 Star Rating1 Star Rating1 Star Rating
HMS has proved to be the most unreliable company I've ever had the pleasure of doing business with. We had a coil go bad in our AC unit in early October and it has still not been resolved 6 weeks later. We were told they had to order a part and it would arrive October 20th. October 20th came and went without an update from HMS. So I called and asked about the status of the part. We were then told it would arrive October 24th. October 24th came and went without an update from HMS. This happened 6 other times over the course of the next 4 weeks. I had to ask them to get a tracking number on the shipment so that we could see when it would actually be delivered. They didn't even think of that option. The two most important things to note are that not once did they call and ask if the temperature was okay in the house. We had two weeks during that stretch in the 80's. Very uncomfortable to sleep and be in the house. The other frustrating point is that we never once demanded or asked for the part to be installed or taken care of by a certain date. They were the ones that keep promising a particular date and then didn't follow through with it. This is certainly not a hard concept to grasp. Do what you say you are going to do. And if you can't do it, call and update us. To me that is a key point in the definition of customer service. Our contract year is also coming up and they never once said, we are so sorry for this inconvenience, how can we ensure you remain with us. Complete amateur hour at this company. view less
HMS has proved to be the most unreliable company I've ever had the pleasure of doing business with. We had a coil go bad in our AC unit in early October and it has still not been resolved 6 weeks later. We were told they had to order a part and it would arrive October 20th. October 20th came and went without an update from HMS. So I called and asked about the status of the part. We were
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# 107174
Virginia - VA 11-10-2016
Barbara Anderson,Virginia VA
Posted On 11/10/16
Review No. 106970
1 Star Rating1 Star Rating1 Star Rating1 Star Rating1 Star Rating
Customer Service:1 Star Rating1 Star Rating1 Star Rating1 Star Rating1 Star Rating
Service Timeliness:1 Star Rating1 Star Rating1 Star Rating1 Star Rating1 Star Rating
Repair Service:1 Star Rating1 Star Rating1 Star Rating1 Star Rating1 Star Rating
Overall Rating:1 Star Rating1 Star Rating1 Star Rating1 Star Rating1 Star Rating
Do not obtain a warranty from this company. They are the worst on multiple accounts. They never cover anything, their service people are sub-par and they claim everything is a pre-existing condition (which is not), thus not covering anything.
# 106970
Crawfordville - FL 11-05-2016
Jack DiMatteo,Crawfordville FL
Posted On 11/05/16
Review No. 106890
1 Star Rating1 Star Rating1 Star Rating1 Star Rating1 Star Rating
Customer Service:1 Star Rating1 Star Rating1 Star Rating1 Star Rating1 Star Rating
Service Timeliness:1 Star Rating1 Star Rating1 Star Rating1 Star Rating1 Star Rating
Repair Service:1 Star Rating1 Star Rating1 Star Rating1 Star Rating1 Star Rating
Overall Rating:1 Star Rating1 Star Rating1 Star Rating1 Star Rating1 Star Rating
This is the worst company going, should be closed down. Customer service is A joke. All they do is lie to you. Had a dishwasher not working, called Customer service. They told me they will send service man over in two weeks. Well after four times service man had to come out and two months later, he told us it could not be fixed. Although he told HMS the first time it could not be fixed HMS made him come back four times. So after two months without our dishwasher not working, We get a call from Customer service (after calling them ten times) saying we are getting a new dishwasher. They said the delivery men were to take it into my home and install it and take the old one back. Delivery truck pulls up I go outside to talk to them the man tells me they do not bring it in the home and do not install it. They just left it in the street and told me it was my responsibility to take it inside. We called HMS right away and they spoke to delivery men and said they should install it. They refused. HMS then told us we would have to get a plumber (and pay another deductible of $100) and they would come back to pick up old dishwasher if we paid yet another $100 deductible! This lying piece of crap of a company should be forbidden to do business! view less
This is the worst company going, should be closed down. Customer service is A joke. All they do is lie to you. Had a dishwasher not working, called Customer service. They told me they will send service man over in two weeks. Well after four times service man had to come out and two months later, he told us it could not be fixed. Although he told HMS the first time it could not be fixed HMS
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# 106890
HMS
11-15-2016
Jack - I appreciate your feedback and totally understand your frustration. I sincerely apologize for the delays that you experienced with having your dishwasher replaced - this is definitely not the type of service we aim to provide. Our records indicate that a reimbursement for the installation of the new dishwasher has been sent and you should expect the check within 7-10 business days. Thank you for taking the time to share your experience and it will go a long way in helping us improve our services going forward. Sincerely - John view less
Jack - I appreciate your feedback and totally understand your frustration. I sincerely apologize for the delays that you experienced with having your dishwasher replaced - this is definitely not the type of service we aim to provide. Our records indicate that a reimbursement for the installation of the new dishwasher has been sent and you should expect the check within 7-10 business days.
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HMS
11-30-2016
Jack - I appreciate your feedback and totally understand your frustration. I sincerely apologize for the delays that you experienced with having your dishwasher replaced - this is definitely not the type of service we aim to provide. Our records indicate that a reimbursement check for the installation of the new dishwasher has been sent. Thank you for taking the time to share your experience and it will go a long way in helping us improve our services going forward. Sincerely - John view less
Jack - I appreciate your feedback and totally understand your frustration. I sincerely apologize for the delays that you experienced with having your dishwasher replaced - this is definitely not the type of service we aim to provide. Our records indicate that a reimbursement check for the installation of the new dishwasher has been sent. Thank you for taking the time to share your experience
... view more
Springfield - OH 11-02-2016
Adrian N Auckerman,Springfield OH
Posted On 11/02/16
Review No. 106844
5 Star Rating5 Star Rating5 Star Rating5 Star Rating5 Star Rating
Customer Service:5 Star Rating5 Star Rating5 Star Rating5 Star Rating5 Star Rating
Service Timeliness:5 Star Rating5 Star Rating5 Star Rating5 Star Rating5 Star Rating
Repair Service:5 Star Rating5 Star Rating5 Star Rating5 Star Rating5 Star Rating
Overall Rating:5 Star Rating5 Star Rating5 Star Rating5 Star Rating5 Star Rating
We purchased HMS home Warranty when we bought our home almost 4 years ago, since then we had to have a new pump for the well, a new water softner, Furnace and A/C, HMS has been a God send to us, They were quick to respond to my request and found someone right away to take care of my problems. Thank you HMS. I will recommend HMS to anyone who is looking for home warranty company
# 106844
Ashburn - VA 10-24-2016
Bobby Reay,Ashburn VA
Posted On 10/24/16
Review No. 106706
1 Star Rating1 Star Rating1 Star Rating1 Star Rating1 Star Rating
Customer Service:1 Star Rating1 Star Rating1 Star Rating1 Star Rating1 Star Rating
Service Timeliness:1 Star Rating1 Star Rating1 Star Rating1 Star Rating1 Star Rating
Repair Service:1 Star Rating1 Star Rating1 Star Rating1 Star Rating1 Star Rating
Overall Rating:1 Star Rating1 Star Rating1 Star Rating1 Star Rating1 Star Rating
I'm giving this one star for the moment. I had a technician come out sent by HMS to repair my leaking AC. The condensation pump had to be replaced and the drain had to be cleaned. First off, $285 to clean a pipe seems extremely excessive. It literally took the guy 5 minutes They also had to replace the condensation pump which was $370. And then tack on the $100 service call, HMS covered absolutely none of this so I had to pay $755 all out of pocket. Why am I paying $500 a year for a home warranty when it doesn't cover simple repairs to my AC? I will not be renewing my warranty and I will write a negative review about HMS in every place I can think of on the internet unless this is resolved. They're scam artists and will get out of paying for anything. view less
I'm giving this one star for the moment. I had a technician come out sent by HMS to repair my leaking AC. The condensation pump had to be replaced and the drain had to be cleaned. First off, $285 to clean a pipe seems extremely excessive. It literally took the guy 5 minutes They also had to replace the condensation pump which was $370. And then tack on the $100 service call, HMS covered
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# 106706
HMS
10-25-2016
Bobby - We sincerely apologize that the outcome of your air conditioning claim did not meet your expectations. Please know that we make every effort to ensure that our claim decision adheres to the terms of the warranty for both covered and non-covered items. I appreciate you taking the time to share your feedback. Sincerely - John
Thurmont - MD 10-20-2016
Josmith,Thurmont MD
Posted On 10/20/16
Review No. 106636
1 Star Rating1 Star Rating1 Star Rating1 Star Rating1 Star Rating
Customer Service:1 Star Rating1 Star Rating1 Star Rating1 Star Rating1 Star Rating
Service Timeliness:1 Star Rating1 Star Rating1 Star Rating1 Star Rating1 Star Rating
Repair Service:1 Star Rating1 Star Rating1 Star Rating1 Star Rating1 Star Rating
Overall Rating:1 Star Rating1 Star Rating1 Star Rating1 Star Rating1 Star Rating
Horrible company and experience! Not worth the frustration and they just take your money!
# 106636
West Milford - NJ 09-27-2016
Joshua Katz,West Milford NJ
Posted On 09/27/16
Review No. 106132
1 Star Rating1 Star Rating1 Star Rating1 Star Rating1 Star Rating
Customer Service:1 Star Rating1 Star Rating1 Star Rating1 Star Rating1 Star Rating
Service Timeliness:1 Star Rating1 Star Rating1 Star Rating1 Star Rating1 Star Rating
Repair Service:1 Star Rating1 Star Rating1 Star Rating1 Star Rating1 Star Rating
Overall Rating:1 Star Rating1 Star Rating1 Star Rating1 Star Rating1 Star Rating
Please note. This company will only pay for equal replacement should it be necessary to replace anything. However they send shady service people, they don't pay much on the service calls, Although you pay your $100 deductible. If its not a full replacement, even if its required. They only ever do the minimum repair so you also have to pay for the service calls.

This warranty was provided to me at the purchase of my home in October 2013. Since I moved in, I have had to have my refrigerator repaired twice. The 1st time a $11 part that cost me the deductible and labor over $250.00. The 2nd time, service company came to fix my waterline. They used duct tape to fix my water line. Didn't see that until after it started leaking again. This cost me the same.

My home is 20 years old. Last summer 2015 I had issues with my central air where they sent someone to give an estimate as to what would be require to fix my system. I had a 20 year old Carrier R22 split system which the compressor was not working fantastically. However, they were able to recharge my system but estimated I would have to replace the entire system within 6 to 8 months. 10 months later the system failed. I called in my claim, I asked for them to send the company who had come the 1st time. However, since they sent some other guy who claims I needed to replace the coil in the house. They came and replaced it with a A410 coil which they had to put an adapter to accept R22 since they refused to fix or replace the ac unit. This cost me over $700.00 This too created issues.. it was failing as well. That company refused to answer further service calls. I filed several complaints with HMS. They sent a local guy to see what the issue was. He said it was the compressor in the ac unit but all he would do is recharge the system. I had to go out of the HMS network to find out that the coil can not be used with any replacements and it would cost me additional to have a new ac unit replaced, new coil, and new furnace because its a split system and you can do one without the other. In the interim, I had to spend $12,000.00 to replace my full system. Which was not including the $1000.00 plus I had to pay for the shady companies HMS sent. THIS COMPANY IS NOT WORTHY. view less
Please note. This company will only pay for equal replacement should it be necessary to replace anything. However they send shady service people, they don't pay much on the service calls, Although you pay your $100 deductible. If its not a full replacement, even if its required. They only ever do the minimum repair so you also have to pay for the service calls.

This warranty was
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# 106132
HMS
10-12-2016
Joshua – As with most home warranties, we make our decisions to repair or replace items based on the terms and conditions of the warranty Agreement. We strive to ensure our homeowners are provided with every benefit the Agreement provides. We regret to hear that your coverage and your experience with our service providers did not meet your expectations. Sincerely - John
Oak Ridge - TN 08-08-2016
Jerry Taylor,Oak Ridge TN
Posted On 08/08/16
Review No. 104623
1 Star Rating1 Star Rating1 Star Rating1 Star Rating1 Star Rating
Customer Service:1 Star Rating1 Star Rating1 Star Rating1 Star Rating1 Star Rating
Service Timeliness:1 Star Rating1 Star Rating1 Star Rating1 Star Rating1 Star Rating
Repair Service:1 Star Rating1 Star Rating1 Star Rating1 Star Rating1 Star Rating
Overall Rating:1 Star Rating1 Star Rating1 Star Rating1 Star Rating1 Star Rating
Should be minus stars for this company. Warranty is not worth the paper it's written on. Buyer beware. Please read the fine print before wasting your money. If company doesn't like the answer they receive from a contractor; they will try to find a company that will give them the answer that they long for ( no repairs needed or not covered) ! Warranty is TOTALLY. WORTHLESS, I really could care less if company addresses this or not. Just letting people know to be very aware of this warranty. Read all the fine print and don' take anyone's recommendation as it pertains to HMS National/Cross Country ! view less
Should be minus stars for this company. Warranty is not worth the paper it's written on. Buyer beware. Please read the fine print before wasting your money. If company doesn't like the answer they receive from a contractor; they will try to find a company that will give them the answer that they long for ( no repairs needed or not covered) ! Warranty is TOTALLY. WORTHLESS, I really could care
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# 104623
Midlothian - VA 08-06-2016
Kristie Moore,Midlothian VA
Posted On 08/06/16
Review No. 104589
1 Star Rating1 Star Rating1 Star Rating1 Star Rating1 Star Rating
Customer Service:1 Star Rating1 Star Rating1 Star Rating1 Star Rating1 Star Rating
Service Timeliness:1 Star Rating1 Star Rating1 Star Rating1 Star Rating1 Star Rating
Repair Service:1 Star Rating1 Star Rating1 Star Rating1 Star Rating1 Star Rating
Overall Rating:1 Star Rating1 Star Rating1 Star Rating1 Star Rating1 Star Rating
I purchased a home with a 2 zone HVAC system. I contacted HMS when my ac was not cooling upstairs. While speaking with the company about my service request she recommended I upgrade the warranty to cover additional expenses the standard warranty did not cover. I paid for the upgrade and they contacted one of the vendors to come out. They sent a repair man out 2 days later and he informed them via speaker phone so I could hear the conversation the original unit that runs the upstairs had a leak in the coil .That same day they called me stating the claim might not be paid because it may be pre-existing . I sent them my home inspection which stated the condition of the 2 systems . They took 2 weeks to contact me and informed me tat they would not cover it because the inspection stated it was not hooked up correctly. I pointed out to them the system noted that was not hooked up correctly was the down stairs unit and that referred to a pan not being installed under the indoor unit-again not the unit I had them come out to repair and even if it was the pan plays no art in performance of the unit or the coil. It is just a precaution pan to catch water. They refused to let me talk to a supervisor. view less
I purchased a home with a 2 zone HVAC system. I contacted HMS when my ac was not cooling upstairs. While speaking with the company about my service request she recommended I upgrade the warranty to cover additional expenses the standard warranty did not cover. I paid for the upgrade and they contacted one of the vendors to come out. They sent a repair man out 2 days later and he informed
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# 104589
Indian Head - MD 08-05-2016
Dave R,Indian Head MD
Posted On 08/05/16
Review No. 104554
1 Star Rating1 Star Rating1 Star Rating1 Star Rating1 Star Rating
Customer Service:1 Star Rating1 Star Rating1 Star Rating1 Star Rating1 Star Rating
Service Timeliness:1 Star Rating1 Star Rating1 Star Rating1 Star Rating1 Star Rating
Repair Service:2 Star Rating2 Star Rating2 Star Rating2 Star Rating2 Star Rating
Overall Rating:1 Star Rating1 Star Rating1 Star Rating1 Star Rating1 Star Rating
Absolutely the worst service I have ever received. The customer service representatives are poorly trained and/or incompetent. They will seldom, if ever, call you back to explain the status of your claim. I have had to call them back many, many times to have repair issues addressed and resolved and when I do call them I'm on hold for 25 minutes typically. My dryer repair is now going on over 30 days and is still not fixed. I have had similar issues on several claims and I'm done with the company. I have provided feedback on several occasions and have never received any follow up from HMS. I even had an issue raised to a manager who promised me that they would resolve a particular issue with a repair company but she never returned my call and I ended up fixing my washing machine myself because I was so frustrated -what a waste of money. I recommend that NO one ever use this company. view less
Absolutely the worst service I have ever received. The customer service representatives are poorly trained and/or incompetent. They will seldom, if ever, call you back to explain the status of your claim. I have had to call them back many, many times to have repair issues addressed and resolved and when I do call them I'm on hold for 25 minutes typically. My dryer repair is now going on
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# 104554
Oakton - VA 08-05-2016
Al Grasso,Oakton VA
Posted On 08/05/16
Review No. 104546
1 Star Rating1 Star Rating1 Star Rating1 Star Rating1 Star Rating
Customer Service:1 Star Rating1 Star Rating1 Star Rating1 Star Rating1 Star Rating
Service Timeliness:1 Star Rating1 Star Rating1 Star Rating1 Star Rating1 Star Rating
Repair Service:1 Star Rating1 Star Rating1 Star Rating1 Star Rating1 Star Rating
Overall Rating:1 Star Rating1 Star Rating1 Star Rating1 Star Rating1 Star Rating
I have used this warranty company for many years. Service has declined over the years and it has been difficult to get a competent service provider. I have serious ethics and integrity concerns. Most recently, I had a dishwasher issue. It took over a week to get a service check. The first provider never showed up. The second provider spent no more than 5 minutes at the house, turned the dishwasher on and determined that it had a bad motor. He took nothing apart and speculated that broken glass may have gotten in the motor. No glass was found nor do we have any recollection of having had broken glass in the dishwasher. The claim was denied. It seems like a convenient outcome for HMS. I will no longer use this company. When it comes to ethics and integrity, I draw the line view less
I have used this warranty company for many years. Service has declined over the years and it has been difficult to get a competent service provider. I have serious ethics and integrity concerns. Most recently, I had a dishwasher issue. It took over a week to get a service check. The first provider never showed up. The second provider spent no more than 5 minutes at the house, turned the
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# 104546
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