Called in August with an issue regarding plumbing in the basement as a backup had occurred. Had a plumber diagnose that it was an ejector pump that needed to be replaced. When the plumber spoke with the claims department, they stated ejector pumps were not covered. In the home owner agreement it states: This plan covers the mechanical parts and components of one (1) sewage ejector pump(located within the perimeter of the main foundation).
I then reached out for another service on my washing machine. They couldn't give me an appointment for 3-1/2 weeks. I fixed it myself.
Then I contacted them on 11/23 with plumbing issues. They scheduled an appointment for 11/25 with a local company from 9A-5P. I couldn't do this, so I contacted the plumber and he stated he doesn't do work for them. I contacted the warranty company and they said they would send it to the service team and someone would contact me within 24 hrs. Three days later, I called back and was on hold for an hour before I got a CS rep. I told him I wanted a supervisor. He placed me on hold for anoth 45 minutes before he came back on and stated he would have a manager call me within 24 hours. No response.
I received another notice stating the original plumber was coming out. I know this to be inaccurate, so I called CS again with no response and hour long wait times again.
Call on October 30i called to report my furnace was out was on the phone on hold for 45 minuets till I could talk to someone that was around 3:30 they called someone & told me he was on a call & would call me soon, by 8:30 I was on the phone again for 45 min. Wait to find out what was going on cause no one had called me. The called a company called DSE Mechanical & said they’d be out Oct 31 between 2&4 that a lady named Linda would call to confirm. Linda a hadn’t called me by noon so I called her. She informe that that was wrong & would be their on the 3rd. 3 men came & sai they would turn in findings & put an emergency on it because I have 4 children in the house. Well needless to say here it is almost 3 weeks later still no furnace I’ve had to go buy heaters & call the plumbers & they won’t call me back & spent 55 min.
On hold today before someone answered the phone a the warranty company to find out they still haven’t got any done so I ask her if She could email me the dates & times I’ve called them. We’ll see if that happens . I’m at my wits end what else can I do? Plus they have locked out tagged out my furnace .
According to the HMS Customer Service center, an appliance should be diagnosed within 72 hours and repaired in 1-5 days.
We put in a claim for a wall oven on 9/13/2017. The oven does not heat up; it's non-functional. Sears came out on 10/5/2017 to diagnose the issue. The parts arrived at our home on 10/10/2017. The earliest Sears can return to install the parts is 10/17/2017.
We also put in a claim for the dishwasher on 10/6/2017. The lights on the control panel blink; it's non-functional. The earliest Sears can come to diagnose the issue is 10/19/2017.
It's apparent that HMS cannot meet the service level expectations.
Well its been in the 100's here in Hobbs NM and my AC has been out for a month. Called HMS Home Warranty then started calling around and none of the AC service people will even think about using HMS Home Warranty and was told that HMS always try's to talk them down on price. Then if and when they do go down they never pay them or drag it out. I mean none of them will work for HMS Home Warranty.
So with that said HMS Home Warranty said they would give us the option to self pay and pay us back. Here is the catch!!!!! They have to have a diagnosis from the AC people first. Talked to several of the companies and they said they will not do that for HMS Home Warranty period!
So with that said HMS Home Warranty basically said that it was my problem and with that said I said I wanted a refund sense no one will work for them or with them. And I got a basically we won't do that. After arguing and not being very nice to the Rep from HMS Home Warranty I ask for a Manager and was placed on terminal hold.
I have paid for a warranty for several years and with 3 houses. All I ask is for a full refund for this year as they can not get anyone to work for them in Hobbs NM. We paid for there service and they can not comply. Are we wrong in asking for a refund when they can not do there part ands get someone to fix this? NO ONE WILL DO ANYTHING LIKE A diagnosis IF IT COMES TO HMS.
Can anyone please help or shed some light on this RIPOFF company!
On Saturday, 11/19/16 the hot water heater went out and began leaking at a property we owned which is being rented out in Virginia. Our property manager immediately called someone to stop the leaking then informed us. We reminded them to use the home warranty, so he immediately called HMS who assigned a contractor.
The contractor was called repeatedly but did not respond until Monday, stating he could go out Tuesday, which he did. Upon arriving, the contractor saw that someone else had capped and drained the water heater (to minimize damage), informed HMS, and the claim was immediately denied because a non-HMS contractor had altered the water heater. Our property manager informed us of HMS’ decision.
We disagreed with HMS’s decision. The water heater could be diagnosed by simply removing the cap, opening the water valve, and seeing where the leak was occurring. I made 4 phone calls to HMS on Tuesday 11/22 to speak to someone about this, as our tenants had been without hot water for 3 days at this point and overnight lows in northern Virginia were below freezing. I was told a note was put in my file for a manager to call me within 24 hours.
On Wednesday, 11/23 called HMS again, as I had not heard back. After complaining, I was eventually connected to a claims manager, Lisa Thomas, who stated she would personally handle this. What she needed was the invoice of the original plumber who capped and drained the water heater. This was the first and last time we ever heard from Lisa Thomas.
I called and eventually received the invoice the day after Thanksgiving (11/25) and immediately sent it to Lisa. My wife and I made 5 calls on Friday to the HMS main line and Lisa’s direct line (which, it turns out, was not actually connected, and you can’t look her up in the HMS directory by last name either), attempting to get ahold of someone that could make decisions. Again, we were left with just a note in our file that a manager would contact us. Our tenants had been without hot water for a full 7 days at this point, and there was no one we could talk to at HMS about this.
That same day, my wife decided to email Mr. Douglas Stein, President of HMS informing him of everything we had been through. We later received a vague response stating someone would look into it.
On Saturday, 11/26 my wife made 4 more calls to HMS attempting to get ahold of Lisa or another manager (I couldn’t call HMS anymore without just yelling and cursing). She eventually was allowed to talk to another manager, Heidi Lindsey, who stated we needed the original plumber to go out to remove the cap so HMS’s contractor could do the diagnosis (perhaps this is a liability issue, but is it really that difficult to see that a line is capped, remove the cap, and do the diagnosis?). We contacted the original plumber, who stated he could do that, but the main water valve might not hold and he would not be liable for the damage. We immediately called and emailed Ms. Lindsey (cc’ing Lisa Thomas), and was told she was out for the rest of the day. The HMS main line told us the next time a manager would be available would be Monday,
On Sunday, 11/27 we gave up on HMS and ordered a plumber to install a hot water heater so our tenants would not be suffering any more. This was 8 days after our tenants lost hot water. The plumber started and finished the job the very same day, in contrast to the snail’s pace of HMS for even the simplest things.
On Monday, 11/28 we did receive a phone call from a third manager, Sheryl Howell, who left a message. I called her back a few minutes after receiving the call and it went to voicemail. I told her we intended to cancel our HMS warranty, we had already purchased a water heater out of pocket because HMS made almost zero effort to actually work with us, but I would still like to speak with her so please call me back. To date (12/1), I have not heard back from Sheryl Howell, Heidi Lindsey, Lisa Thomas, or anyone else at HMS.
After 18 phone calls totaling over 2 hours on the phone, we made zero progress in altering the initial decision HMS made to deny the claim because they would not remove a small piece of plastic (cap) from a water line, and our tenants were left in limbo for 9 days before having hot water was turned back on. I have requested our warranty be canceled immediately.
Whwn we bought our home, it came with a warranty from HMS/HomeGuard. In October of 2015, we discovered the furnace would not start and contacted HMS. HMS sent one of their technicians from a local company to address the issue, for which we paid a deductible.
When HMS's technician came, from Hubbs Heating and Cooling, he tried to troubleshoot the furnace by overriding the safety sensor. This caused the furnace to overheat and catch on fire, destroying the furnace and ducting and blowing smoke and ash throughout our home. Even the Fire Chief acknowledged that the fire was due 100% to negligence on the part of the HVAC company. Rather than addressing the issue immediately, HMS tried to push off the blame and it took weeks for the final repair to take place. By the time the replacement came, we were living on space heaters in bedrooms. In the end, we were never able to get back the costs of the home cleanup the fire required.
Moving forward to May 28, 2016 - We turned on our AC for the first time in the year and quickly discovered it wasn't working. We called HMS and they were unable to locate a tech within the 48 hour period that's in their contract so we were given permisson to use our own tech as long as our tech received approval before any work was done. We paid a deductible for this rep to come.
When the tech came on 6/2/2016, he quickly discovered that HMS's tech had incorrrectly installed the evaporator coil that they replaced due to the fire. It had over 5 leaks and no coolant left in the system. The tech also stated that he was shocked at the state of the replacement ductwork provided by HMS's tech as it was shoddy and likely to need replaced soon anyway. The tech, however, was unable to make any repair because HMS kept him on the phone for an hour, but would not authorize a repair.
On 6/3, I spoke with a case manager who said she had received all paperwork from our tech and it would be reviewed and she would call us back as soon as possible with the solution. She also supplied us her email address for follow-up. A week from that date, she never had called us back and did not respond to any voicemails or emails. We spoke to her manager at this point, but the manager never called us back after that point either. At this point, we had been without AC in summer for 1.5 weeks. The house is 90 degrees. We were spending a minimum of 2 hours a day on the phone with HMS to determine who could help us, but no one had any answers and would forward us back to the Case Manager who did not respond to us.
On 6/13, we were told by a rep that the Case Manager we'd spoken to had lied and they, in fact, did not have all the documents they needed from our tech and no one had been processing our claim.
On 6/14, our tech said they had spent so long on hold with HMS for approvals that they'd had to get off the phone because it was adding up to hours of time.
On 6/15, we spent several hours calling HMS every 5 minutes and having their rep call our tech company so we could facilitate a 3 way call to get the issue addressed.
At this point, the issue remains unresolved and we are 2.5 weeks with no AC and a 90 degree house.
We have been waiting 2 weeks for someone to come and look at our heat pump and it is very hot in the house as it has been in the 80's everyday. We live in a county of over a million people, and I was told they only have 4 service providers in my area. My husband and I have spent countless hours (most of those on hold) trying to get them to fulfill their end of the home warranty agreement and that has not happened. They are only good at taking our money, but not delivering on their end. I am waiting for 3 call backs from them. One from last Tuesday (one week & 3 days ago), one from last Wednesday (one week & 2 days ago & last Friday to a supervisor, one week ago). I was just told that it would be another 24 hours at least. It was suggested that I call in the morning as they have a high call volume for supervisors in the afternoon. I'm sure they do, as I am sure they have a number of unsatisfied customers that are looking for resolution. I tried the corporate number and when I was done telling them my issue, I was immediately transferred back to the customer service number I have been speaking to. They did not even give me a chance to ask for someone else. They finally came today and we were told HMS refused the repair. We cannot get an answer as to why.
My husband and I bought our first home 3 weeks ago and just moved in last week. At closing the seller bought a home warranty through HMS. we were concerned with the heating and cooling unit as it was original to the home (28 years old)We had inspected the unit and knew it was old but it still worked and functioned properly.And it passed inspection.
We have been at the house for a week and a half now and the a.c unit stopped working. I called HMS and filed a claim, they sent a contractor from Aspen heat and cooling. I had to pay a deductible of $100. He was here and checked the unit and said it need freeon on two coils needed to be replaced. The next day I called HMS and they said it would be up to 5 days to have an answer if they would fix or replace the unit. No one called me back so I called and was told that my claim had been denied and I had to pay for it out of pocket! They said they had pictures saying it wasn't normal wear and tear that it was abused! And that it should not have had passed inspection.
I called my realtor and inspector, we have our inspection report and witnesses that it was working fine! They just don't want to pay for it. But they took the $500 for the warranty coverage for a year. It is 85+ in my house due to the high Heat outside. I have been hospitalized twice now for heat exhaustion. So it is a MAJOR concern to me.
Anyone who is looking for a home warrenty, DO NOT get hms!!!
HMS National Reviews
Called in August with an issue regarding plumbing in the basement as a backup had occurred. Had a plumber diagnose that it was an ejector pump that needed to be replaced. When the plumber spoke with the claims department, they stated ejector pumps were not covered. In the home owner agreement it states: This plan covers the mechanical parts and components of one (1) sewage ejector pump(located within the perimeter of the main foundation).
I then reached out for another service on my washing machine. They couldn't give me an appointment for 3-1/2 weeks. I fixed it myself.
Then I contacted them on 11/23 with plumbing issues. They scheduled an appointment for 11/25 with a local company from 9A-5P. I couldn't do this, so I contacted the plumber and he stated he doesn't do work for them. I contacted the warranty company and they said they would send it to the service team and someone would contact me within 24 hrs. Three days later, I called back and was on hold for an hour before I got a CS rep. I told him I wanted a supervisor. He placed me on hold for anoth 45 minutes before he came back on and stated he would have a manager call me within 24 hours. No response.
I received another notice stating the original plumber was coming out. I know this to be inaccurate, so I called CS again with no response and hour long wait times again.
Call on October 30i called to report my furnace was out was on the phone on hold for 45 minuets till I could talk to someone that was around 3:30 they called someone & told me he was on a call & would call me soon, by 8:30 I was on the phone again for 45 min. Wait to find out what was going on cause no one had called me. The called a company called DSE Mechanical & said they’d be out Oct 31 between 2&4 that a lady named Linda would call to confirm. Linda a hadn’t called me by noon so I called her. She informe that that was wrong & would be their on the 3rd. 3 men came & sai they would turn in findings & put an emergency on it because I have 4 children in the house. Well needless to say here it is almost 3 weeks later still no furnace I’ve had to go buy heaters & call the plumbers & they won’t call me back & spent 55 min.
On hold today before someone answered the phone a the warranty company to find out they still haven’t got any done so I ask her if She could email me the dates & times I’ve called them. We’ll see if that happens . I’m at my wits end what else can I do? Plus they have locked out tagged out my furnace .
According to the HMS Customer Service center, an appliance should be diagnosed within 72 hours and repaired in 1-5 days.
We put in a claim for a wall oven on 9/13/2017. The oven does not heat up; it's non-functional. Sears came out on 10/5/2017 to diagnose the issue. The parts arrived at our home on 10/10/2017. The earliest Sears can return to install the parts is 10/17/2017.
We also put in a claim for the dishwasher on 10/6/2017. The lights on the control panel blink; it's non-functional. The earliest Sears can come to diagnose the issue is 10/19/2017.
It's apparent that HMS cannot meet the service level expectations.
Well its been in the 100's here in Hobbs NM and my AC has been out for a month. Called HMS Home Warranty then started calling around and none of the AC service people will even think about using HMS Home Warranty and was told that HMS always try's to talk them down on price. Then if and when they do go down they never pay them or drag it out. I mean none of them will work for HMS Home Warranty.
So with that said HMS Home Warranty said they would give us the option to self pay and pay us back. Here is the catch!!!!! They have to have a diagnosis from the AC people first. Talked to several of the companies and they said they will not do that for HMS Home Warranty period!
So with that said HMS Home Warranty basically said that it was my problem and with that said I said I wanted a refund sense no one will work for them or with them. And I got a basically we won't do that. After arguing and not being very nice to the Rep from HMS Home Warranty I ask for a Manager and was placed on terminal hold.
I have paid for a warranty for several years and with 3 houses. All I ask is for a full refund for this year as they can not get anyone to work for them in Hobbs NM. We paid for there service and they can not comply. Are we wrong in asking for a refund when they can not do there part ands get someone to fix this? NO ONE WILL DO ANYTHING LIKE A diagnosis IF IT COMES TO HMS.
Can anyone please help or shed some light on this RIPOFF company!
On Saturday, 11/19/16 the hot water heater went out and began leaking at a property we owned which is being rented out in Virginia. Our property manager immediately called someone to stop the leaking then informed us. We reminded them to use the home warranty, so he immediately called HMS who assigned a contractor.
The contractor was called repeatedly but did not respond until Monday, stating he could go out Tuesday, which he did. Upon arriving, the contractor saw that someone else had capped and drained the water heater (to minimize damage), informed HMS, and the claim was immediately denied because a non-HMS contractor had altered the water heater. Our property manager informed us of HMS’ decision.
We disagreed with HMS’s decision. The water heater could be diagnosed by simply removing the cap, opening the water valve, and seeing where the leak was occurring. I made 4 phone calls to HMS on Tuesday 11/22 to speak to someone about this, as our tenants had been without hot water for 3 days at this point and overnight lows in northern Virginia were below freezing. I was told a note was put in my file for a manager to call me within 24 hours.
On Wednesday, 11/23 called HMS again, as I had not heard back. After complaining, I was eventually connected to a claims manager, Lisa Thomas, who stated she would personally handle this. What she needed was the invoice of the original plumber who capped and drained the water heater. This was the first and last time we ever heard from Lisa Thomas.
I called and eventually received the invoice the day after Thanksgiving (11/25) and immediately sent it to Lisa. My wife and I made 5 calls on Friday to the HMS main line and Lisa’s direct line (which, it turns out, was not actually connected, and you can’t look her up in the HMS directory by last name either), attempting to get ahold of someone that could make decisions. Again, we were left with just a note in our file that a manager would contact us. Our tenants had been without hot water for a full 7 days at this point, and there was no one we could talk to at HMS about this.
That same day, my wife decided to email Mr. Douglas Stein, President of HMS informing him of everything we had been through. We later received a vague response stating someone would look into it.
On Saturday, 11/26 my wife made 4 more calls to HMS attempting to get ahold of Lisa or another manager (I couldn’t call HMS anymore without just yelling and cursing). She eventually was allowed to talk to another manager, Heidi Lindsey, who stated we needed the original plumber to go out to remove the cap so HMS’s contractor could do the diagnosis (perhaps this is a liability issue, but is it really that difficult to see that a line is capped, remove the cap, and do the diagnosis?). We contacted the original plumber, who stated he could do that, but the main water valve might not hold and he would not be liable for the damage. We immediately called and emailed Ms. Lindsey (cc’ing Lisa Thomas), and was told she was out for the rest of the day. The HMS main line told us the next time a manager would be available would be Monday,
On Sunday, 11/27 we gave up on HMS and ordered a plumber to install a hot water heater so our tenants would not be suffering any more. This was 8 days after our tenants lost hot water. The plumber started and finished the job the very same day, in contrast to the snail’s pace of HMS for even the simplest things.
On Monday, 11/28 we did receive a phone call from a third manager, Sheryl Howell, who left a message. I called her back a few minutes after receiving the call and it went to voicemail. I told her we intended to cancel our HMS warranty, we had already purchased a water heater out of pocket because HMS made almost zero effort to actually work with us, but I would still like to speak with her so please call me back. To date (12/1), I have not heard back from Sheryl Howell, Heidi Lindsey, Lisa Thomas, or anyone else at HMS.
After 18 phone calls totaling over 2 hours on the phone, we made zero progress in altering the initial decision HMS made to deny the claim because they would not remove a small piece of plastic (cap) from a water line, and our tenants were left in limbo for 9 days before having hot water was turned back on. I have requested our warranty be canceled immediately.
Whwn we bought our home, it came with a warranty from HMS/HomeGuard. In October of 2015, we discovered the furnace would not start and contacted HMS. HMS sent one of their technicians from a local company to address the issue, for which we paid a deductible.
When HMS's technician came, from Hubbs Heating and Cooling, he tried to troubleshoot the furnace by overriding the safety sensor. This caused the furnace to overheat and catch on fire, destroying the furnace and ducting and blowing smoke and ash throughout our home. Even the Fire Chief acknowledged that the fire was due 100% to negligence on the part of the HVAC company. Rather than addressing the issue immediately, HMS tried to push off the blame and it took weeks for the final repair to take place. By the time the replacement came, we were living on space heaters in bedrooms. In the end, we were never able to get back the costs of the home cleanup the fire required.
Moving forward to May 28, 2016 - We turned on our AC for the first time in the year and quickly discovered it wasn't working. We called HMS and they were unable to locate a tech within the 48 hour period that's in their contract so we were given permisson to use our own tech as long as our tech received approval before any work was done. We paid a deductible for this rep to come.
When the tech came on 6/2/2016, he quickly discovered that HMS's tech had incorrrectly installed the evaporator coil that they replaced due to the fire. It had over 5 leaks and no coolant left in the system. The tech also stated that he was shocked at the state of the replacement ductwork provided by HMS's tech as it was shoddy and likely to need replaced soon anyway. The tech, however, was unable to make any repair because HMS kept him on the phone for an hour, but would not authorize a repair.
On 6/3, I spoke with a case manager who said she had received all paperwork from our tech and it would be reviewed and she would call us back as soon as possible with the solution. She also supplied us her email address for follow-up. A week from that date, she never had called us back and did not respond to any voicemails or emails. We spoke to her manager at this point, but the manager never called us back after that point either. At this point, we had been without AC in summer for 1.5 weeks. The house is 90 degrees. We were spending a minimum of 2 hours a day on the phone with HMS to determine who could help us, but no one had any answers and would forward us back to the Case Manager who did not respond to us.
On 6/13, we were told by a rep that the Case Manager we'd spoken to had lied and they, in fact, did not have all the documents they needed from our tech and no one had been processing our claim.
On 6/14, our tech said they had spent so long on hold with HMS for approvals that they'd had to get off the phone because it was adding up to hours of time.
On 6/15, we spent several hours calling HMS every 5 minutes and having their rep call our tech company so we could facilitate a 3 way call to get the issue addressed.
At this point, the issue remains unresolved and we are 2.5 weeks with no AC and a 90 degree house.
We have been waiting 2 weeks for someone to come and look at our heat pump and it is very hot in the house as it has been in the 80's everyday. We live in a county of over a million people, and I was told they only have 4 service providers in my area. My husband and I have spent countless hours (most of those on hold) trying to get them to fulfill their end of the home warranty agreement and that has not happened. They are only good at taking our money, but not delivering on their end. I am waiting for 3 call backs from them. One from last Tuesday (one week & 3 days ago), one from last Wednesday (one week & 2 days ago & last Friday to a supervisor, one week ago). I was just told that it would be another 24 hours at least. It was suggested that I call in the morning as they have a high call volume for supervisors in the afternoon. I'm sure they do, as I am sure they have a number of unsatisfied customers that are looking for resolution. I tried the corporate number and when I was done telling them my issue, I was immediately transferred back to the customer service number I have been speaking to. They did not even give me a chance to ask for someone else. They finally came today and we were told HMS refused the repair. We cannot get an answer as to why.
My husband and I bought our first home 3 weeks ago and just moved in last week. At closing the seller bought a home warranty through HMS. we were concerned with the heating and cooling unit as it was original to the home (28 years old)We had inspected the unit and knew it was old but it still worked and functioned properly.And it passed inspection.
We have been at the house for a week and a half now and the a.c unit stopped working. I called HMS and filed a claim, they sent a contractor from Aspen heat and cooling. I had to pay a deductible of $100. He was here and checked the unit and said it need freeon on two coils needed to be replaced. The next day I called HMS and they said it would be up to 5 days to have an answer if they would fix or replace the unit. No one called me back so I called and was told that my claim had been denied and I had to pay for it out of pocket! They said they had pictures saying it wasn't normal wear and tear that it was abused! And that it should not have had passed inspection.
I called my realtor and inspector, we have our inspection report and witnesses that it was working fine! They just don't want to pay for it. But they took the $500 for the warranty coverage for a year. It is 85+ in my house due to the high Heat outside. I have been hospitalized twice now for heat exhaustion. So it is a MAJOR concern to me.
Anyone who is looking for a home warrenty, DO NOT get hms!!!