HMS Reviews

HMS is the worst home warranty. I bought a house that I requested the house to have a home warranty. After having the house only 5 months the upstairs bathroom has a leak coming into the main bedroom. Called HMS and filed a claim and 7 days later still no one to fix it or any idea of when it will be fixed. I have had to call myself to find out the updates. No communication from HMS. When explaining to them this is causing more damage by waiting so long for repairs their reply is they are not responsible for the damages on the issue of fixing the pipe. Do not use this home warranty program. Apparently in fine lines it states they are not responsible for the amount of time it takes to get someone to service your repair and they are not responsible for the damages because of their delay of getting someone out to your house. Absolutely pathetic!

I have worked with several different home warranty companies and I have to say this has been the worst company on many levels. I would never recommend them to anyone. 4 weeks ago on a Saturday night, I had a back up in my wasteline in the basement. So I filed a claim online. I received a text message with my "service partner" contact information which was this man's cell phone number. I left a message and the man called me back the next day. He went by the house and said he wasn't able to clear the line. He said he needed to open up the floor and see what the issue was. The next day he came back to do the work. Even though he didn't need to pull my brand new carpet back because he wasn't working in that area, he pulled all the carpet back ( I will have to hire someone to re-install the carpet). Then he said he needed to dig a hole and put a new coupling on the sewer line. He also opened up the walls on the back of the bathroom and said all of the plumbing was done incorrectly. He didn't ask my permission to dig the hole or open the wall until after it was already done. I just had the sewer line replaced in December. I don't know how he would know the coupling was off (which everyone I talked to says that's next to impossible) unless he already dug a hole. He also didn't need to open the walls for the bathroom as he was supposed to be working on the pipe under the floor. There was a hole in the pipe in the floor which he didn't even know was there until I sent him a picture of it because he wasn't on site. So there was no reason to open the walls or dig up the sewer line because the problem was in the pipe under the floor. He also was insistent on moving a floor drain to specifically so the condensation line on the A/C would drain in it. However, he put the drain in the middle of the floor which is now a trip hazard and you have to use a bucket to collect the water from the condensation line. After a week of this, he tells me his crew did the work wrong and he had to tear it out himself and repipe it. I started getting suspicious so I called the state to verify his license. Only to find out he is not a licensed plumber, he isn't even an apprentice. He has an arrest record for scamming people and his application was denied by the state. Clearly HMS did not do their due diligence in vetting their vendors as they say they do in the pamphlet they sent me. I had 2 licensed plumbers come out to check on his work and they both confirmed with me that some of the work was unnecessary and that all of the work was done wrong. I hired a new plumber which cost me over $3000 to repair the mistakes this guy made. In addition to many other costs associated with this mess. When I called HMS today, they wouldn't even let me talk to a supervisor. It was like she had something to hide. The woman told me they wouldn't send anyone out who isn't licensed, I explained again that I called the state to confirm that he isn't licensed and he shouldn't be on their list. Her remedy for me was to call this fake plumber who they recommended and have him come back to finish the job. Why would I call him to fix the job when he isn't qualified to do plumbing work and did the work incorrectly to begin with? It makes no sense to me. It was clear that she had me on speaker phone so the supervisor could hear me because she kept putting me on a silent hold where I couldn't hear anything on the other end. However, she would not let me speak with a supervisor.

They are HORRIBLE! Their customer support is PATHETIC. Cannot get anywhere with them! They said these phone calls MAYBE recorded for training purposes. CROCK! You can take down all the info about the call time-day-who you spoke to. IT means nothing! We don't have anyone with that name working here. RIIIIIIGHT!!! The plumbing company they have on file NEVER EVER NEVER returned phone calls or showed up when "scheduled ". This home warranty company is the WORST I have EVER dealt with. How can you have a home warranty on a home and not know what/how the water system works? Country home no city water which means we have a Mound system. NONE of their customer support members knew anything out them or parts associated with it!

Zero Stars - they have been horribly slow to respond. We have a bad furnace, it is on it's last leg and waiting for the parts, then approval for the claim, then back to the parts, then to purchasing all while the temperature is down and now below freezing. We have received one call for updates. We have to continuously contact them for updates and never get a real answer. The folks answering the phone are lost, they have no information almost as if they are not trained. The hold times are outrageous, 45 minutes minimum. This has been going on for 3 months. They were quick to take our money, but providing service in a reasonable time-frame, or at all, is not what they provide. I would not recommend this company to anyone, find someone else, anyone else.

If I could give less than one star, that is what I would select. We had an issue with our a/c, in the hottest time in September. It was over 98 degrees in the house. We called as directed in our service manual, and requested service. We were told they didn't have any contracted service techs in our area - we are by Kansas City! and they told us to go out and get our own, and have them contact HMS for directions. NONE of the A/C companies in this area would work through this company. When we finally got someone to come out, we had to assure them we would pay them, and then get reimbursement from HMS> After having them provide HMS with the requested information - Lo an behold - they called us back 2 WEEKS later and stated that they would be sending one of their contract technicians to our home. He came out Oct. 11th and provided HMS with the info on what our unit needs - Here it is Oct. 26th - and still NO SERVICE. I recommend staying the heck away from this company. Go anywhere else - another home warranty company, but here.

Called them when septic line was blocked. Water was leaking into our crawlspace. A plumber came 4 days later & reamed out the water line, solved the problem. My complaint is that we had dirty stinky water in our crawlspace, & wanted a plumber ASAP, but HMS deemed it a "non-emergency", saying that only water in the main floor of the house was an emergenvy, not water leaking into the basement or crawlspace.

A horrible company. I had two problems last year, one dealt with pluming and the other with HAVC. For the first issue, I was told on the phone that my warranty is not covering the issue. On the second issue they gave me a reference number and the telephone number of one local HVAC company. The guy showed up and charged me $100 dollars and left. Three days later I received a call that the swamp pump on my AC is not covered. I lost one hundred dollar and the amount that we paid for the policy and never received any services from them. I will not do any business with them and I hope my experience discourage others from doing the same.

Horrible company!!! Beware buying a home warranty from them. They do not honor what their items covered states in their coverage summary. Had to fight with them for 5 days to fix an electrical issue we had fixed ourselves in 3 hours after we broke down and paid out of pocket. And then to find out they won’t reimburse your deductible you pay. Rip off!!!!!!!!!!!

Dishonest and fraudulent business. DO NOT deal with them! Their corrupt tactic and strategy is not to pay contractors for repairs and replacements parts, therefore, contractors come to "inspect" for 3 minutes, get their $100 deductible and when they leave they will write a fabricated and manufactured reason that HMS can use it to deny the claim. Arguing with them that the reasons they use to deny the claim is frustrating and waste of time.

Worst home warranty company I’ve dealt with. They use shady companies, overcharge their “deductibles”, and deny claims without grounds. I had to have a garage door opener replaced, and the technician they selected needed $200 cash during install because it was a unique setup. I called HMS and they confirmed the fee, but the technician only accepted cash. Total ripoff.

This company is the worst Home warranty company I have ever dealt with they use the cheapest and worse technicians they do have good technicians but they only reach out to the ones that charge cheaper pricing first because the work is cheaper I had to have someone come out multiple times for a dryer but then they sent me to another company and one for my refrigerator he was awesome after I had to refuse the first one this company is the absolute worst If I could I would give them no stars

The worst home warranty ever if you want to waste your money buying it I have been struggling with no dish washer for two months They sent seven technician for seven different time after all these technicians I ask them if they cannot fix it they have to replace it they said no and I’m still sitting here struggling and today when I checked The status off my claim they said that it’s expired while we are still working on it this is the worst worst worst Home Warnty ever

Aside from the high deductible and annual cost of the service, they are extremely picky with what they actually cover in the policy. I had an Air conditioner leak in the house... wouldn't cover it. I had my garage door go out... wouldn't cover it. Better to save the money you would have put towards the policy in a bank account for a rainy day. That way when you get an unexpected surprise in your house you don't get another one when your warranty company declines to help.

When our fridge broke we were assigned a company with 1/5 rating on yelp. After coming once, ordering a part, missing 3 appointments, and then never hearing from them again we called again. We got assigned a different company, also with no website, and they also said a part needed to be ordered. It has been 3 weeks without a fridge, will probably be at least 4.

Hot water tank failed and tried to file a claim' was told 24 to 48 hrs for response from a plumber. They only had 2 plumbers in their network that were close to me. Neither would take the job. 72 hours later and still no communication from this company I called in again and then they told me to find my own plumber. Could not wait another day for a plumber had to purchase and install a new one on my own and out of my pocket. Do yourself or the person purchasing your home and use another warranty company...

HMS's customer service is the worst I've ever experienced. After being on the phone for 30 minutes today in attempt to get an update on my claim, I've been transferred to five different people, all who asked for my phone number and account number, and then transferred to the call to someone else without providing any update. I have now been without a refrigerator for 5 days. I asked each person how to cancel my warranty and none could help. This is clearly a scam.

An absolutely horrible experience. Files a claim June 21st. A ‘contractor’ came out June 24th. Took my $100 and told me he had to order a part. It would be in that Friday. No word from him. I called numerous times and left messages from June 25-July 6th. This includes numerous calls to HMS. I got the run around - told they are ‘expediting’ my claim and having someone else come out. I’ve been waiting for the last 3 days for someone else to come out. I’ve been out of a refrigerator now for 3.5 weeks! They are crooks.

Terrible organization....DO NOT BUY A HOME WARRANTY from them. They just take your money and you will not have anything covered. The customer service is terrible. The service contractor they gave us was a plumber for our inground pool! We have just filed in small claims court against HMS. I'm not sure if I will ever see a dime of the repair they were suppose to cover but at least I will feel better.

Horrible experience. Filed multiple claims and barely half of them were fixed, they keep spinning me in circles, telling me anything, give me recommendations that are dead ends. An overall 0 star rating as of now. There’s no way i should have claims that are still opened from months ago and can’t contact the company to get the problems resolved. Currently looking for a new warranty company. Tired of wasting all of my time and money on something that doesn’t work or something that isn’t benefiting me the way it should.

Two weeks after I bought a home the freezer did not work. I have called a claim in and was informed by the designated repair shop that the claim was denied. The freezer was inspected by a home inspector and was working fine prior to settlement and my policy is designated as a "Buyer Direct" contract; that would make this repair a covered expense. After calling HMS three times I have not gotten a response from customer service or repair contractor. I am having to pay these expenses out of pocket. I would not recommend this company for insurance to anyone...

My HVAC system went down in June 2018...finally fixed end of October. They contracted with unreliable contractor that would work for some days 45min. This is after I had to track down the part for the system on my own. This company won't renew with me because they had to pay out for coverage...beware!! This is how they survive hoping no claims are submitted...when they are, you get dumped.

The compressor in my fridge went. Half of the appointments with the technicians, they would not show up but say they did. Once the part came in, somehow, it did not get installed so the fridge still did not work. By this time, my warranty period was over and they argued that they did not want to fix my fridge since I was out of warranty (but was IN warranty for the original breakdown). Also had issues with my heat pump. Paid the deductible and they sent out a technician that was NOT QUALIFIED to work on the unit.

Went without a refrigerator for over a month. They never call back, send people out that turned in the work order a week later only after calling several times. Never followed up. Asked to speak to a manager, which they refused, told us one would call us back. Still never received a call back. Sent a letter, still no response. Refrigerator finally fixed- 40 days later and now it is making horrible noises. Horrible horrible customer experience. Shopping for new company.

I have a bad experience with this company. My water heater is broken and not working any more. They sent a plumber who checked and reported that the issue from the flowed in our basement and that means the heater is not covered. What a silly trick they do! send some one to say it is not their responsibility to fix the water heater because it is from the flowed. I hate this company, never recommend them to anyone I know or don't know.

We have had a oven that broke down since the pandemic and STILL waiting for them to fix it. This was in March/April? It's June 18th....I have called and called and called, to no avail. This warranty came with the house. DO NOT EVER PURCHASE!

This Comapny is Garbage like many it came with the home i bought just recently and they have truly unhelpful in any point to get my heater repaired they keep giving me excuses and screw me around. it has been a nightmare to get my heater replaced and

They sent someone to fix my air conditioner. Charged me $125 co-pay. The person that fixed my air conditioner shut off my furnace. They sent someone else to fix that issue and charge me another $125 co-pay. Huge racket and would never recommend them to anyone.

Worst experience ever! We sat in 90 degree heat for 10 days. They sent our unit to Minnesota instead of SC. They gave us one company that we could use. They installed the system. A week later water is dripping on my ceiling. And now no one will repair my ceiling.

Unfortunately, I’m not able to provide a zero or negative star rating. To summarize my point clearly - HMS IS A SCAM! Their service providers are extremely slow to respond, aren’t available or poor quality. Their customer service is horrible. I would not recommend them!

We have been very unsatisfied with this company. Since moving into our new home, our air-conditioning and refrigerator have gone out. The warranty company has worked with us but has not resolved these issues, if not just made them worse. We cannot be more unhappy. Shortly, we do not recommend this company and advise others to avoid them.

I have had nothing with issues with them from being on the phone to the claims 3 days after buying my house. I was infuriated with them. All around horrible company. There's to much to even cover. My contract will be up in a few weeks and I will be switching to another home warranty company.

This is totally waste of money and time as well, worst service once you file a claim keep waiting forever end of the day you have to pay out of your pocket not worth it 👎👎👎👎👎👎👎👎👎👎👎👎👎

Worst place to deal with ever! The warranty means nothing because of all the hidden costs, takes forever to approve, and customer service is the worst I've ever had. Save yourself the trouble and go someplace else!

This company is the worst I cancelled my warranty after only having it for 8 months. Customer Service is rude, they act like they don’t know anything & the service people never came out to my house to fix my problem.

I liked HMS but recently their annual rates increased. Choice is now my vendor. No claims with them yet.

over 2 months, cooktop still not fixed. Now they are arguing over the model number. They seem to not really be interested in customer service, only making money

I gave them less than a one but that's the lowest number, very unprofessional look for any excuse to deny your claim, hard to get a hold up by phone

The worst, no answer, no phone call back and lost all notes from hours of phone calls...never again.

I have been waiting for a manager call back for 10 days. Don’t waist ur money. Go with a different company

The Worst!! So completely useless. Having no warranty is a better option than having one with this company.

Worse company ever don't ever do business with these people....unreliable service technicians

Horrible post appointment service support. They are a RIP-off.