I first called HMS because my washing machine was leaking. A service company came out pretty quickly October 4 2018. They ordered the part needed. All the parts that needed to be replaced were replaced, the service company came out 3 different times to replace damaged parts. The third time they came out it was discovered the tub has a whole in it and the washing machine needed to be replaced ( the service company recommended the washer to be replaced). All of this info was in the service report I received from the contractors who worked on my machine, a service report HMS claims they have not received. Long story short it is now November 14th 2018 and guess who still doesn't have a washer? The way we have been treated by HMS is horrible no one seems to care and no one seems to be able to help the customer service is a joke. We would have been better off buying our own machine. We will definitely not be renewing at the end of our contract. I will never recommend this company to any one else I know.
They need to change their motto because I don't have peace of mind at all!
I first called HMS because my washing machine was leaking. A service company came out pretty quickly October 4 2018. They ordered the part needed. All the parts that needed to be replaced were replaced, but then it was discovered the tub has a whole in it and the washing machine needed to be replaced. All of this info was in the service report I received from the contractors who worked on my machine. Long story short it is now November 14th 2018 and guess who still doesn't have a washer? The way we have been treated by HMS is horrible no one seems to care and no one seems to be able to help the customer service is a joke. We would have been better off buying our own machine. We will definitely not be renewing at the end of our contract. I will never recommend this company to any one else I know.
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 (hidden), 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!
DON'T BUY A WARRANTY FROM THIS COMPANY! DON'T BUY A WARRANTY FROM THIS COMPANY! I only needed my refrigerator repaired. I asked that it be done quickly because I have needles for a medical condition. Here we are 6 days later and STILL NO FIXED REFRIGERATOR! They went from "we waiting on the company" to "we need to order a part" to "it's in processing" to "you need 2 parts" to "it was shipped today" to "1 part was shipped today" to "its coming from Canada" to "it will be there today" to "1 part "should" be there tomorrow" to "the other part is coming next week" to "I'm not sure what day, but early next week." RIDICULOUS! So I check these tracking numbers and NOTHING HAS BEEN SHIPPED! DON'T BUY A WARRANTY FROM THIS COMPANY! DON'T DO IT!
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 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.
I received this warranty from my buyer's agent for the purchase of my home in December 2017. I have been trying to get the company to resolve an issue with my HVAC system since April 2018 & it is almost October. I have sent numerous emails to the company and even went as far as contacting the my agent to get a contact & have had no success. I receive confirmation emails every time I send an email stating they will get back to me in 3-5 days but it has been over 2 weeks since the last contact and still no resolve on my HVAC system. I believe they are just waiting for it to expire at this point. I recommend not utilizing this company AT ALL. That means for agents, home buyers, or home sellers. I am now exploring options through a Federal Consumer Regulatory agency because they are headquartered in Florida and my home is in Maryland.
This company is terrible. I have needed someone to check on my water heater and filed a claim on 9/10/18 and I have yet to have someone come to my home. It is not 9/19/18!!! I have been asking for a supervisor to call me since 9/14/18! I don't think I should be charged for this month.