HMS Home WarrantyConsumerAffairs Accredited Brand
For over 30 years HMS Home Warranty has been committed to making home ownership easy by working with real estate professionals, home buyers and sellers to provide affordable coverage for mechanical failures of major home systems and appliances.
HMS Home Warranty is a member of the National Home Service Contract Association and we have a nationwide network of over 40,000 service partners to provide repair or replacement services. Our customer service teams are available 24/7/365 and we provide a simple claims process.
We understand that home ownership is a big investment, and we help to protect both home buyers and home sellers from expensive and unexpected repair and replacement costs before, during and after the sale of the home.
Over 15 years ago, when I bought my first home, the seller provided the policy with HMS Home Warranty as part of the closing process. Since then, I've requested it with every home that I've bought. I like the quickness of their service. I've had several emergencies where it was flooded in my basement and they were able to authorize overtime and send someone out on a weekend. Also, I've always been able to find good local providers that were able to come and address whatever my problem was in a quick and professional fashion. My experiences with their reps have been very positive as well. They've been very customer service oriented, always very helpful, and understanding of the situation. I've recommended HMS Home Warranty to several family members. They are an awesome home warranty service that protects you just in case an appliance or something in your house goes wrong.
We appreciate you taking the time to tell us about your experience. This is the type of experience we aim to provide our customers. I’m happy to hear we resolved your claim. Thank you for being a loyal customer. -Austin
When I bought the house, HMS Home Warranty was the warranty that I had for the first year. It's an old house and for the first year, I had seven different things that had to be fixed. It was done perfectly well the first time. Everybody came when they said they would and they did exactly what they said they would. I trusted what they did and it was very easy. Also, every other person I’ve had was very competent, very helpful, explained exactly what they were doing and it was fixed so I keep staying with the company.
At first, I called in to submit my claim. I got to talk with a person and that was really good. But, I kept getting a recording and a wait time that was two hours with one of them and that was really frustrating. That was one of the claims in the middle and they kept saying that they were backed up. I called four different times during the day and I still kept getting that same thing. I was very unhappy with that but that’s the only time that I’ve ever had a problem. The last time I called, I got to talk with someone right away and they scheduled a plumber. We had scheduled a time and then we got to think back to set another work for us so the rep had to redo that. I was concerned about it because I can’t just take any time because I babysit my grand kids and I can’t bring them to my house once a repair person is there. I can’t just have a random time like that but the rep was able to change it.
The techs that have come have all been good except for one. Nothing about that one went well. It took forever to get a hold of somebody and when the two plumbers came, one was very rude and abrupt. He was not very friendly and he was derogatory when I talked with him. The toilet broke when he was down the street and I called him back. He came back and he fixed it. However, he said that he had to order something else and that one would work but he didn’t. Within about three days, it was leaking again and the water was turned off again. The plumber came back and checked it. He said he would have to order a part but I heard nothing for about four weeks and I could not get in touch with him.
I called HMS again and they said that they are going to give me the two plumbers again but I said that I could not have them. I felt that it was not a good experience. I told them that I had somebody else and they knew who it was. They have a record of it. They sent the lady who had done one of my toilets and she was much better. She worked on it for half an hour and she tried about five different things but she said that it can't be fixed. She said that it's either going to be this one thing if I can get it because it was a really old toilet or I have to get a new one. She was able to get the part and came back within less than a week, she put it in and it has been fine.
I tried to talk my son into getting an HMS Home Warranty. He said he couldn’t afford it but it has been affordable. Everything that I had them do would have cost me hundreds of dollars. Also, it was done right and quickly. I'm 66 years old and I can’t imagine not having a home warranty. I can’t fix things myself so I have them fix it and they have done a very good job.
We bought a house with the HMS warranty and when I submitted a claim online it was very easy. I was able to select the time that was convenient for me. I had the response within an appropriate amount of time and the guy was absolutely superb. The tech was professional, polite and he explained everything he was doing. He also explained to me what had happened and resolved all my concerns without any issues at all. He was absolutely great. Also, the quality of work was excellent, outstanding and top mark. This is the second call in as many years and both times were superb and excellent. I would tell a friend that HMS Home Warranty is worth the money and I am very pleased with the service.
Richard - Thanks so much for sharing your experience with us. We strive to provide an effortless claim experience for our customers. It is our pleasure to provide you with top-level customer service and efficient claim resolutions. We hope to continue to have you as our customer for many years to come. – Austin
We received HMS Home Warranty as a gift and have had a good experience with it. My husband submitted a claim and it all went quite smoothly. Everything was nice with the tech who came and everything is working now.
Kai - Thanks so much for sharing your experience with us. We aim to provide an effortless claims process. It is our pleasure to provide top-level customer service and service companies. We hope to continue to have you as our customer for many years to come. - Austin
Our sellers provided HMS Home Warranty with the purchase of our home. When we have a claim, we call in the number that was on the information provided and there's a pretty good automated system where we can punch in what we need. We found that to get something worked on is to call the claim in, take down the information of the vendor that they'd be using, and call the vendor directly to set up the appointment. That's a little cumbersome but it's the most efficient way. The first time I submitted a claim to them, I waited for them to call and we got the techs out here within a week. So HMS Home's claim system is pretty easy to work through but make sure you're the one that's following up on stuff if you want something done a little more timely.
When we had an electrical issue plus some outlets to look at and the doorbell, we did the automated thing to submit my claim. Then we called back and told HMS that we needed to add to the claim. They were able to take care of it real easy. But we had an issue when we called in about a heating problem. We have children and we were having a cold spell at the time so we we needed to get the heat to work. They flat out said that their policy is to respond to it within 24 hours, which was a reasonable amount of time, but the time window they gave us was more than 24 hours. We called in at five o'clock in the morning and the representative said they could send somebody the next day in the afternoon. We ended up calling the vendor directly and then they actually came out the same day.
There was also one instance where we were waiting for the technicians to contact us and it ended up being quicker for us to contact them. Luckily, it was not a dire issue and was something that could wait. Once they came over and worked on our stuff, they were fantastic to deal with. So far, we got three different technicians come out and they've all been great.
Michelle - Thank you for sharing your experience! I'm happy to hear we were able to resolve your claims. It is our pleasure to provide you with top-level customer service and efficient claim resolutions. We hope to continue to have you as our customer for many years to come. – Austin
The real estate company that sold the house to us included HMS Home Warranty. I've lived in the house for 10 months and so far, I've filed one claim. I had a plumbing issue and I called their toll-free number. I got through to somebody after about three minutes. They then coordinated the rest for me. The plumber came after two days. He was excellent. Moreover, he was on site for only 35 minutes and handled everything right there the first stop. If they continue to handle things the way they have so far, I would be very satisfied. Everybody should have a home warranty and HMS has been a good solution for us.
Tom - Our ultimate goal is to provide an effortless claim experience for our customers, and we are happy to hear that you had a great warranty experience. Thank you for being a loyal customer, and for sharing this amazing feedback! Sincerely, Stephanie
I just bought a house and the sellers put HMS Home Warranty on it for a year. Our heat pump had gone out. I filed my claim via a phone call through an automated system and then I received the first available appointment of the local tradesman. My fiancée dealt with the tech from the initial inspection when he came out to do the diagnostics. I met him when he came out to do the actual repair as he had to file the claim and order the part. The part took a week to arrive and it was little rough since it was cold. Although the auxiliary heat kept the temperature relatively comfortable. The tech was competent and knew what he was doing. Moreover, he knew what to look for and what the problem was. The heat pump is working great now.
I enjoy having the peace of mind of having a home warranty. At the beginning though, it was really hard to figure out exactly what I needed to do to call and get a claim going with HMS Home Warranty. And either they set up an appointment after I contact them or the company that will do the repairs calls me to set it up. The learning curve of how to use this warranty was a little bit steep. But once I got going I'm very comfortable with it. Also, I know better what is covered, so if something happens I’d know if we can call the home warranty on it. I used to call them but now it seems to be easier to do it online. But then if I have a question I call the number and it's always a very positive experience. However, the online is really good because then I can do it as soon as I realize something is wrong and not have to think if the office is open or it’s a good time to call.
And the technicians that HMS has sent have all been very professional. They introduce themselves and some of them are very mindful of having foot protection. They've been really good to work with. They've been out to fix the problems but if not and I have to callback, they've always been very willing to come back and do what needs to be done. I appreciate having a comprehensive home warranty like HMS and knowing that my concerns will be taken care of if I paid my annual fees.
Janell - We are thrilled to hear that you’ve had an awesome warranty experience. Providing efficient repairs and excellent customer service is our primary goal as your warranty company. We appreciate you being a loyal customer. Thanks for sharing! - Stephanie
I have submitted a claim to HMS Home Warranty both online and by calling-in. It has been very easy. They have very friendly customer service when I call in and they are very quick and efficient. The most recent technician who came out was nice and explained what he was going to do. All technicians that I've had have done the job on the first day and no one has ever had to come back and order a part. They have done our garbage disposal as well as our fan. While I wish I could pay upfront, HMS Home Warranty has been worth paying the monthly fee, just in case something happens.
My interaction with HMS Home Warranty's claims rep was very good and the technician last time that I used for the heater was very good too. It was cold because my furnace stopped working and he responded, he did it right away and he did a good job. Everything was good with HMS Home Warranty.
Talla - We are thrilled to hear that you’ve had an awesome warranty experience. Providing efficient repairs and excellent customer service is our primary goal as your warranty company. Thanks for sharing! - Stephanie
I've been with HMS Home Warranty since December 14. I've made a claim with them and I was very happy with their response. However, I wasn't happy with the vendor. They came and installed the water heater, but they didn’t put a pan around it. When I asked about that, they told me that there was no drain so there would be no difference. Then when I called the office, one guy told me the installer might have forgotten to put it on the truck.
The lady that I spoke to told me that the pan wouldn’t do any good since I would need one with the size of the water heater in order for it to work. That made no sense and I thought to leave it alone. But I don’t know whether they charged the home warranty people for the pan or not because she told me there was no need calling them because they wouldn’t know what I was talking about. Also, not only did I pay my $100 deductible, I had to pay an additional $172 and they haven’t sent me my receipt yet. Nevertheless, everything has been fixed. My homeowner's insurance company has picked up and taken care of the damage that was done due to the water heater bursting. So, I’ve been made whole again.
Charla - Thank you for sharing your experience. We appreciate your feedback and are happy to hear that our customer service team has provided you with excellent service. We are sorry to hear that your interaction with one of our service providers was less than satisfactory. Your feedback was provided to the appropriate departments. Thank you for your loyalty! Sincerely, Stephanie
I bought my new home and got HMS Home Warranty. It was very easy submitting a claim to them. They sent someone out right away and the issue was fixed within 24 hours so I was happy with the service. And their technician was very thorough, courteous and prompt. I would definitely recommend HMS Home Warranty to a friend. In fact, I’ve told one person about it.
Carla - We are thrilled to hear that you’ve had an awesome warranty experience. Providing efficient repairs and excellent customer service is our primary goal as your warranty company. Thanks for sharing! - Stephanie
Submitting a claim with HMS was wonderful. Their reps were always very nice and pleasant and their response was rapid. Our furnace went out recently and the technician came right away and fixed it. Our experience with HMS was very good and it was worth having a home warranty.
Patricia - We are delighted to hear that we’ve been able to satisfy your home warranty needs and appreciate your feedback. Thank you for being a loyal customer! Sincerely, Stephanie
HMS Home Warranty takes care of the business. I called for a claim and talked to a very nice lady there for about 15 minutes. It took them a little time to send one of the boards for my heating system but eventually they came along and there was no problem. I wait a little but they took care of it. The people that they picked were excellent and very friendly. I like the guy and I would pick up his business card. I was so happy with the service that I was provided. And because of that, I will give them business if someone needed anything.
My HMS warranty is to expire in May but I will renew. I prefer it this way, if somebody takes care of me then I stick with the person. That's simple. They do not have a company available quickly. Nobody is perfect but it's all about customer service, that's the most important part. They’re a great company and I’d tell friends who might be interested to go for it.
Suleyman - We are thrilled to hear that you’ve had an awesome warranty experience. Providing efficient repairs and excellent customer service is our primary goal as your warranty company. Thanks for sharing! - Stephanie
I was told that getting a home warranty was best and it really was a good decision as it has saved me a lot of money. My real estate agent told me that HMS Home Warranty knows their stuff and that they are a good choice. It turned out that they were indeed a good choice. To submit a claim, I would call the number and let them know about my issue. They would then get in touch with the contractor who could deal with the problem. Then the contractor would call me and we would take it from there. Recently, a tech came and fixed my heating and air. He was very informative and prompt. It was a great experience.
Back in the middle of May 2017, the seller got HMS Home Warranty for us when we bought the house. We were looking to get a home warranty ourselves, but the seller offered it and we said okay. We've filed a claim three times so far, and it had been very simple. I called and told them what the problem was. They then took my information and told us that they were going to assign someone who would call us within a day. The repair company then called us to set up an appointment and handled it from there. The first claim was for the spa as it wasn't working. The second was for the dishwasher and the third was for the heat pump. The techs who came were good and everything was repaired. I would recommend HMS Home Warranty.
HMS came with the house that I bought three and a half years ago. They paid out the first year on the claim so I stuck with them. Plus, they have great service. The latest claim I submitted for the washer was done automated and it was very simple. The technician showed up the next morning at 8:00 and got it taken care of. The previous claims were for the gas furnace and the water heater which they ended up replacing both with a new one. Their technicians have always been courteous, prompt, and everything got taken care of. I just paid the deductible.
Michael - We appreciate you and strive to make managing home repairs easy. We are glad we were able to deliver. Thanks for sharing! - Stephanie
I had HMS Home Warranty when I was in Springfield, Missouri 13 years ago. And I had moved it 12 years ago over here where I live now. I've submitted claims by phone and their claims reps have always been good. We were getting to go on vacation and the icemaker was leaking. We had a tech come out and he said that it wasn’t the icemaker. He spent five minutes and said it was just a loose fitting and I told him from the very beginning it wasn't it. He said it was, and then he left and then it wasn't even a day later that it flooded in my basement and ruined the wall in the basement. He came back out and said we needed a new water line. I put a new water line in and the icemaker still didn’t work.
I ran the water line and then we went on vacation. Then a family member got sick. So it was a while before we called back to get somebody out. I had to pay an extra $100 because it was six months warranty when somebody does the work, but when we had another person in, he did an excellent job. We’ve always had good luck with HMS and I recommended my daughter to get the warranty, and it worked for her, too. I would also tell my friends that it’s very good to get it.
Thank you! - Stephanie
Three years ago, HMS Home Warranty came with my house as part of my package. Submitting a claim, both on the phone and online, has been great. However, I prefer submitting claims over the phone as it is hard to do exactly what you want online. I've had a positive experience with the reps and the techs. The previous tech I had over was really excellent. I had a leak in my sink. They came and changed out my garbage disposal as well as some piping. HMS Home Warranty has been really responsive and I usually get service really quickly. In addition, the price is good in comparison to other companies that I've looked at. Overall, I’m happy with the HMS and I would definitely recommend them.
Alisa - We are thrilled to hear that you’ve had an awesome warranty experience. Providing efficient repairs and excellent customer service is our primary goal as your warranty company. Thanks for sharing! - Stephanie
I have been in my house since November and the homeowner whom I purchased it from bought the warranty from HMS Home Warranty. After I moved in, the microwave and dishwasher both stopped working so I submitted a claim by calling. Their representative was very nice and the technician who came to service my warranty was great and very knowledgeable too. He came back, fixed everything, and now, my microwave no longer randomly comes on by itself and the dishwasher seems to be dry. I had a great experience.
Sherry - We are thrilled to hear that you’ve had an awesome warranty experience. Providing efficient repairs and excellent customer service is our primary goal as your warranty company. Thanks for sharing! - Stephanie
I've had HMS Home Warranty for two years now and I’ve been very happy with the service. I’ve submitted two claims online and everything was smooth and quick. I really like the convenience of the internet and that’s the main reason why I kept them. It’s really reasonable. In addition, the technicians have been great.
Matthew - We appreciate you and strive to make managing home repairs easy. We are glad we were able to deliver. Thanks for sharing! - Stephanie
Our furnace broke And our house was freezing! Called HMS and with no problems they gave us a HVAC company who came out the same day! Our whole furnace needed replaced. It took 24 hours for HMS to approve a new furnace and the following day after approval we had a brand new Lennox furnace in our home. We paid our $100 deductible and had to pay an additional $200 (modifying ductwork not covered by warranty) but I am utterly pleased with the service we received. This is the second claim we made. The first was last year for a clogged kitchen sink. The plumber came out and all plumbing concerns were covered under my $100 deductible. We had them unclog the sink and fix a leaky bathroom sink. I will again renew my home warranty with them for the second time when it is time!
Brooke - We appreciate you and strive to make managing home repairs easy. We are glad we were able to deliver. Thanks for sharing! - Tanya
When we bought our house in Davidsonville in 2010, we purchased a warranty from HMS and we've had it ever since. We had them come out and do some work here and they did a fine job, so I also had it applied at a rental condo I had at that time. I submitted a claim for one of the air conditioners, which they replaced. I have spoken to their claims representatives and they were very helpful, and they sent back qualified companies. The first one was too busy, which was fine, so I went to the second one. And they came out and did everything and all was good. Their overall customer service has been very good. Whenever I've had a claim, they've always made it sound like they were interested in it. They said they'd get it resolved, which they did. The technicians have all been very good and very thorough. They usually just tell me what the issue is and they handle it through HMS and it is fixed.
I've been pushing them as much as I can. I turned my brother-in-law onto signing up with HMS for their house. And they had a washer problem and HMS gave him the money that he was to spend on the washer. If HMS can't fix a part and they have to replace an appliance and you signed up for an upgrade, they will only give you the amount that they would spend on the appliance, which is fair.
Patrick - Thank you for sharing your thoughts on the services we’ve provided to you and for your loyalty! Our goal is to deliver on our promises and we are here for you when you need us. We appreciate your feedback! – Tanya
I have been with HMS Home Warranty for 11 months. They covered more items and when I submitted a claim, it went smoothly. The technician was okay, but there were a lot of add-on charges that wasn't covered that he put on there. Still, I was satisfied with HMS. I like being able to do things online and submitting a claim that way since it's so much quicker and I don’t have to wait on the phone. I also spoke with two reps who were very professional, polite and helpful the whole time.
Erik - Thank you so much for sharing your experience. We are glad to hear our warranty has proven its value. – Tanya
I’ve had HMS Home Warranty for two months since the owners bought it for me. I did an online and phone claim submission which were both easy to do and had a couple of fellows, gas and a roofer, come over within the day. When I thought I was going to need a new water tank, the technician who came out, looked at it and I found didn’t need a new one. He turned it on for me and checked out a couple of the spigots that were old. I felt like a fool but the fellow was very nice. It was done so well and he made it look so simple. It was a new home and I got a little scared. So far everything’s been good. People should even debate and just get HMS.
Tina - We appreciate you taking the time to share your experience. We aim to make our claim process effortless and are glad to hear that we met your needs. - Tanya
I called HMS Home Warranty and submitted a claim for a pump on the side of my heater. Their reps were really nice and the contractor who came out was really experienced and professional. He was able to fix the pump and I’m satisfied with it but he called HMS back and they said I had to pay for it myself since it wasn’t covered.
Melvin - We are happy to hear that you are satisfied with the service, and appreciate your kind words. We are sorry that you had to experience an instance where a claim wouldn't be covered. We appreciate your loyalty and you sharing your experience. – Tanya
I have a rental property and having a home warranty would be cost-effective on the items that were in the rental. So far, with HMS Home Warranty, the service has been very good. It was easy to submit a claim which I can do online since their website is user-friendly. I spoke with the technician over the phone and he was nice, but the tenant dealt with him directly and she hasn't called me with any complaints.
Khia - Thank you for sharing your thoughts on the services we’ve provided to you and your tenants. Our goal is to deliver on our promises and we are here for you when you need us. We appreciate your feedback! - Tanya
The thermostat in the house stopped working and there was heat in our air conditioner because we had a new thermostat. So, I called HMS and I got an intake worker who then put me through to the correct party that I had to speak to and they walked me through in 10 minutes. And in 15 minutes, I got a call and they were going to come service the part the next day. So, within 24 hours the problem was fixed.
The rep knew the right questions to ask and knew what I wanted, and put me in touch with the provider. The service was in and out quickly and it only cost $100 deductible, and we were back in operation. The technician diagnosed the problem and made the phone call to get approval. The company approved and he brought in a piece of equipment and started walking through the buttons to do a final check at the furnace level. He also educated me and he was right on it with his explanation. I was impressed, and if I wasn’t locked in with HMS and with the equipment from the prior owner, I would transfer and go with the gentleman that showed up to do the service.
Steven - We are delighted to hear that we’ve been able to satisfy your home warranty needs and appreciate your feedback. - Tanya
I purchased the home in December and received HMS Home Warranty with it. I extended my insurance and I have it starting again and renewing it for another year. My AC went out in the summertime and they had replaced it. Then my heating went out and it was a quick fix. The claims process was super simple. I just called and I told them that I had an issue with my air conditioner and they gave me a company to call. They came down within a few days and the tech looked at it and told me it was junk and that there was no repairing it. So the unit totally needed to be replaced. It took another week to get it down here and they fixed it in one day. The heater was a matter of three days and they fixed it that same day that they came out. Everything went well and it was a great experience with HMS Home Warranty.
Irene - It is our pleasure to give great customer service and offer stress-free repairs. Thank you for taking the time to share your claim experience with us. – Tanya
HMS is awesome. Submitting a claim was effortless. I call them and just as little as two or three minutes, they answer right away. They ask what they can do and then they say that a service provider will be dispatched to me. And it would only take a few days for the technicians to get here. The technicians were respectful and they may even do a little extra while they're out. I had only one instance where it took a while and the person never came. He even lied that he came too soon and left a note that he couldn't come back when he didn't. I had a horrible experience involving an issue with my kitchen sink because no one ever came.
Still, I'm going to renew my contract with HMS. It allows me to sleep well at night and not ever worry about anything that is ever going on with my home especially I have the extended extra package where if they came to fix the leak and they find the leak was behind the wall, they would pay for the wall too. And also, I have a claim out right now for my washing machine that I inherited from the previous owner. They're going to come and fix it, no questions asked.
Love - Thanks so much for sharing your experience with us. We strive to provide an effortless claim experience for our customers and it’s great to know you were pleased with the service. We apologize for the experience you had with your kitchen sink and look forward to making all future experiences excellent. – Tanya
My experience in submitting a claim was very positive. I made a phone call, a time was set, and the man showed up and fixed it and was off. The dryer is working and I am very satisfied.
Samuel - We are thrilled to hear that you’ve had an awesome warranty experience. Providing efficient repairs and excellent customer service is our primary goal as your warranty company. Thanks for sharing. - Tanya
The warranty was transferred to me by the guy that once owned my house. He told me that it's a good company and I should continue with them so I told him that I'll give HMS a shot. I'm seeing that that is true. I always call their customer care line and they always respond as promptly as possible. The two agents that I spoke to were professional and were very responsive to my request. But the technician from the roofing company who came to our house was not nice. He came around, called my line, I missed his call, I called him back, and he told me that he was going to fix the problem on the roof. I then told him to fix a time that I would be home, which was 6 to 8.
He then told me that I don't need to be at home when he's going to fix the problem. Later on, I wasn't hearing anything from him so I had to call the customer care again because they had told me that was it and he has already fixed the problem. Then, when there was rain, I started having the same problem, which the first technician told me he already fixed. We then had to call HMS again. HMS then sent another technician and they were very good. They spotted the issue from the roof. He gave me the perfect information. I had to go back to the roofing company and they sent someone else to come and check. They found out that the first guy didn't do anything on the roof.
Clement – Thank you for sharing your experience. We appreciate your feedback and are happy to hear that our customer service team has provided you with excellent service. We are sorry to hear that your interaction with one of our service providers was less than satisfactory. Your feedback was provided to the appropriate departments. Sincerely, Tanya
First, try using automated scheduler. Won’t let me go back, so have to figure out how to speak to rep (not obvious). Second, speak to a rep who sets me up with a company who calls me the next day to say they were overbooked and need to cancel. Third, call back to have someone else come who can’t fix the problem. (Sink won’t drain. They send a garbage disposal tech.). Fourth, get told I need to pay another deductible. When I dispute, told a supervisor will be in touch in 24-48 hours. 72 hours later, no contact. Can’t reach anyone now either. I confirmed multiple times what the issue was and how this process should work. Nothing went smoothly and my drain is still clogged without resolution. Will advise others to ask not to have this service.
I have used HMS since I bought my house. Since November 2017, I have had a leaky dishwasher, to which HMS has a total of THREE repair people on their approved vendor list. It is now March 20 and we have had them send out repairmen FIVE times (2 groups twice). The first group, Sears, sent a guy who watched instructional videos on YouTube on how to fix (try to), the second group, Miller Appliance Repair, must be using a cell phone for business as it went disconnected for two weeks, then came back and either the VM is full and not accepting calls OR they never answer. Lastly, JDL Maintenance, the owner/repair guy, came out for 10 minutes, then said he was "Moving his apartment and wouldn't be back or able to do his homework on it for probably a week or so". When spoke to on the phone, he came off as on drugs or drunk based on his behavior.
So NOW to HMS and their responsibility to all this - if they obviously can't pick decent providers for THEIR customers. When I continue to call HMS now daily, they tell me the same thing that parts have been ordered by Miller Appliance (who was NOT even the last group out there) and left our house the last time saying the problem was fixed, so...? HMS will not replace the dishwasher as of yet - guess I need to wait for a Zombie Apocalypse or something... I have never written a review before however, this company is SO TERRIBLE at doing what they are in business to do, I hope no one else pays their $675 annual fee...
I placed a claim with HMS Home Warranty regarding my Whirlpool refrigerator on 10/27/17 originally and it took them almost 30 days to repair the problem. Fast forward to March 7, 2017 and the refrigerator has stopped working again - still not cooling as before. A repair tech came and said it is beyond repair; HMS said they will work up some numbers and get back to me, they never did.
I called them on 3/15 and reminded that I'm an insulin dependent diabetic and need a refrigerator immediately to which I was told that the check would be expedited. I called them again on 3/19/18 and was told the check was mailed on Friday, 3/16 via regular mail and to expect it in 7-10 days (3/30) approximately. This is the second time that I've done a claim with HMS Home Warranty and their customer service has been just awful. I will not be putting up with this much longer and am researching other options for my home owner's warranty. Their attitude tells me they don't care and that is enough for me to know that I need to reconsider my options.
We purchased our home last September and we got an HMS home warranty with the house. In the beginning of February the dryer broke. Called HMS and they sent a Sears repairman in three days. He ordered parts and everything seemed good. 2 boxes came and had a repair date quickly. Everything seemed good. Nobody showed up and when we called they rescheduled two days later. Nobody showed again. Called HMS and they told me to call Sears. Called Sears and they said one part is not made for that model dryer and can't be found. Sears said they called HMS and told them that. So HMS said they would call research and try to find part even though Sears said it's not made anymore.
We were told if an appliance can't be fixed a new dryer would be next. After a month of back and forth and HMS really trying to find a way to fix dryer then and only then we got a new dryer. This took a month to get a dryer. Did not need to take that long when they know in a couple days a part does not exist. Seems like a new dryer was last resort. Bad service and bad communication.
Homeowners beware of HMS service. We had the worst experience with them. We were getting a sewer smell out of our shower and we called HMS to see if that was covered. They said, "Yes." The first plumbing company came out but were not able to find any smell, then HMS services sent G&B plumbing services to our house. Again they were not able to find any problem in the bathroom, the G&B plumbing services employee went in the attic and fell through leaving a huge hole in our ceiling. The employee wanted to go to Home Depot to buy the sheetrock to fill the hole but I said it needs to be fix properly and I never heard back from G&B plumbing services. When it happened we also offered to call an ambulance. The employee said he was ok.
Our frustrating was building because we had more problems than we began with, when I called HMS they kept transferring me around, placing my call on hold and suddenly the calls would be disconnected. I was told that all their service providers are insured so I should call the G&B plumbing services so they can fix my ceiling. I called G&B services several times and left messages no one called us back. HMS response was we should file a claim with our insurance and let them reach out to G& B services, I had to remind the rep that they were the ones that sent G& B services to my house. They did not care. Companies like HMS and G&B plumbing services should be investigated.
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I had a previous relationship with HMS Home Warranty on a different house. It was a good experience and I didn't see a reason to change providers. I use the online web portal in submitting a claim and that is simple and an effective experience with a prompt turnaround. Also, my interactions with their technicians have been very favorable. I've only had one experience where the technicians weren't suited up which I might have expected of people coming to the house. But otherwise, the work was exemplary.
Dax - Thank you for sharing your thoughts on the services we’ve provided to you. Our goal is to deliver on our promises and we are happy to hear we met your expectations. We appreciate your feedback. Sincerely, Stephanie
I had HMS Home Warranty at my previous home. And when I purchased a house, my realtor included their warranty in my package. Something went wrong with my electric. I requested service and submitting a claim has been wonderful. It was a simple, easy-going process. The reps were helpful and absolutely amazing. The electrician who came out was wonderful as well and he did a fantastic job. Anytime I have electrical problems in the house, he would be the man that I would be calling. I'm happy with HMS overall and I would recommend them. Go with them because they take care of their customers. They're wonderful and way better than American Home Shield which I had a bad experience from.
Eddion - We are delighted to hear that we’ve been able to satisfy your home warranty needs and appreciate you recommending our warranty! Providing efficient repairs and excellent customer service is our primary goal, and we appreciate the opportunity to serve you. Thank you for being a valued customer! Sincerely, Stephanie
I have had the WORST experience with this company. We moved into a recently remodeled home in the summer last year. Not even a month into our new home, we had a pipe burst. Well, we thought, no fear, we have HMS Home Warranty. Boy were we wrong! Not only did they send out an incompetent individual to try and fix it by welding an iron pipe (which turns out is impossible and he set the side of our wall on fire), but when we asked for a second opinion, we were told we would have to pay for it. HMS promised some reimbursement for our $780 dollar repair (about $130) and it was that or be flooded so, we went for it. The second opinion fixed the issue and we submitted the receipt for reimbursement for the promised sum.
IT IS NOW MARCH and despite more than 10 calls to customer support (averaging a minimum of 30 min per call) and runaround after runaround, conversations with "supervisors" and having resubmitted, per their advice, the claim more than 3 times, we still have not seen a dime of the promised $130. Long story short, we find HMS to be a total sham. What a horrible shock for first time home buyers who were so excited to be in their new place and took some comfort in the fact that we had a Home Warranty... Best advice: don't bother wasting your time or your money. It's not worth the heartache and they certainly don't care so energy wasted. I am surprised there has not a class action lawsuit yet...totally disappointed. I can't give negative stars but if I could, they would be 5 negative stars.
The previous owner of the house that I bought passed HMS Home Warranty on to me. I've submitted several claims and I did the most recent one online. It was easy and the only issue I had was the times online didn’t match the actual times available that the technician has. They had to be adjusted over the phone.
Kim - We appreciate you sharing your experience! We are working daily to improve the complete claim process. We strive to provide an effortless claim experience for our customers and it’s great to know that overall, you were pleased with our service. Thank you! - Stephanie
This is an ongoing issue that has not yet been resolved. We got the warranty from the sellers, I did do my research and the HMS had great reviews. 5+ weeks back our dishwasher broke and we contacted the warranty company. They arranged a service company who promptly came, they looked at the unit and provided the information on the repairs. We gave them the $100 for the visit, they told us the parts will arrive in 3-4 days and they will schedule the visit. 3-4 days is still a long wait for a family with kids without dishwasher but we were okay. After 1 week we didn't hear from either the service or warranty company. So we contacted the service company, they told us they have submitted the request to the warranty company. We called the warranty company, they said R&D is looking at it and they will get back soon. We asked the support person what soon means, what's the ETA, she said she can't tell the exact date.
This was just the beginning of our frustration. After every 3 days we called and got the same response. After 3 weeks we got a call from the service company, they informed us that the HMS R&D didn't get the information correctly and the service company provided the same again. That means for 3 weeks HMS had no idea about what was the issue, they kept us in dark the whole time. We finally gave a rude call, I am a part owner of a company and I cannot tolerate anyone talking rudely to my employees. I did understand the support staff was just doing their job but I had it since I couldn't talk to manager or someone who could give me answers. Till today we have not got the issue resolved. We are thinking of buying a new unit, it's just painful without the unit. But I am not done, I am looking at going to consumer court. Anyone has any suggestions on how to go about it, I will appreciate it.
When I bought my house, HMS Home Warranty was part of the close. They came out and analyzed the problem regarding my garage door opener. But I haven’t heard anything back yet. So, as of right now, it’s an open-ended claim. But they did a good job when I call in. They fix the claims immediately, but there's always another issue. They never have long-term solution to the issue because we have a continual issue that I just call for the same appliance every four or six months. The fridge's icemaker was broken for a while. They came out and did that but they fixed the icemaker for seven times now.
And there's never really a whole lot of knowledge on that from the customer service side. I understand those people are in the call center but at some point, those people need to be educated. I'm an insurance agent for American Family and that’s what I do for a living. We have a breakeven where we towed a lot of cars and we're aware of that information. At some point, the HMS CS reps could say, “Hey, this has happened six times now, and on times seven. We're now losing money on this. We need to replace your appliance for the long-term benefit of our company.” Other than that, the customer service reps have always done a good job.
I have used HMS for my home warranty for the last five years. At first the service levels were ok but each year it gets worse and my deductibles increase every year. I sit on hold for hours (and I mean multiple hours at a time) when I contact them. They do not resolve issues or put the customer first. If you do get a hold of an agent and get someone scheduled for a service call it is always 5-7 days before they can come out. I would never recommend this company to anyone. Save your money and frustrations and go elsewhere. Even when you escalate to a supervisor you just sit on hold for hours with no resolution to what you are calling for.
In early January I contacted HMS Home Warranty to place a claim for repairs on my home well pump. I was advised by HMS representative "submersible well pumps are covered under my warranty as long as it provides the primary source of water for the residence" (Pump is only source of water for my residence). Claim was approved. HMS was unable to locate a service provider in my area and advised me to find my own technician to perform work. I located a company to do the work and had the contractor call into HMS to provide insurance and license information to HMS as required. HMS then gave approval to third party contractor and again approved my claim to have repairs done and the cost of which would be covered by my warranty.
After the contractor already began working on my system a HMS manager called me back and stated there was a mistake and there was some confusion between "what was listed as covered in their old system and what was covered in their new system". As such, I was advised that my pump was not covered and my claim should never have been approved. HMS then refused to pay contractor for the work he had already started that they previously approved him to do. I was forced to pay for repairs out of my own pocket even though I had three separate HMS employees approve my claim prior to beginning any work (not counting the 4th HMS employee who approved the work to my contractor).
HMS manager admitted this was their employee's fault and they "should have never overrode their system to manually approve the claim" but refused to take responsibility for the mistake they made. I did not ask to have approval manually forced in their system and did not know this was being done on my behalf. I have contacted HMS about this issue several times now. Each time I am promised I will receive a manager call back with 24-48 hours per company policy. I have never received a single call back when I request one. I am only able to get updates by refusing callback and demanding I will wait online for manager when I call.
During my last call to HMS a manager promised to have call recordings reviewed and I would be contacted with an update afterwards, this was over a month ago now. I still have not received any updates to the progress of this promise. I called HMS again today and verified the review of call logs is pending in their system but have not been completed and no further updates are available. I have requested a corporate number for this company numerous times now so I can contact someone to have this issue resolved and have consistently been told one does not exist.
Please have someone from HMS corporate office contact me so I can fully explain the situation. I have proof and can substantiate everything I have stated in this complaint. I can also provide contact information for third party contractor who will likewise verify this claim was approved and he was told to proceed with work by HMS before they later recanted after he had started work.
I am currently on my 3rd hour trying get a claim paid. It seems like they are just trying to rip me off, claiming that the receipt for service claimed my furnace was working fine, when it clearly did NOT say that. UGH! Will not use this company again.
When we bought our house, the realtor gave us a year's subscription with HMS Home Warranty as a gift. The first time we submitted a claim with them was for our furnace. It was easy and our claim was taken care of immediately. However, when we had a plumbing problem and we had to submit our second claim, we had a hell of a time. They kept telling us that we never called to report it and it took me three phone calls until a gentleman finally took care of the problem for us. He helped us and he was excellent. He said that whoever we spoke with the first time did not submit a report. He also said that at one point during that day or during the day before, the computers were down so that could have been why it didn’t go through.
The tech didn't come until the next day. He said that they've been extremely busy and that he was very sorry. He was a very nice gentleman and he took care of the problem. He did a wonderful job. He even took his shoes off to come in the house. We really appreciated the way he took care of us and everything has been working very good since the repair. So we've been very pleased with the way it has worked out for us even with that little bit of difficulty.
Bonita - We appreciate you taking the time to share your claim experiences! We do our best to provide quick and reliable service and are pleased that in the end we met your expectations. Thank you! - Stephanie
My fridge broke on Jan 13th. I called HMS and on Jan 18th I had someone at our house to look at our fridge. I was given a business with a 1 star rating with the BBB to work with! Never in a million years would I have chosen to work with this business, but I had no choice. You have to go with the business they choose for you. They were atrocious to work with. The appliance company called me the following day, to tell me they ordered the part to fix my fridge and it would be there in 7 days. I then never heard from them again until March 5th. They never called to tell me the part was on backorder. I called them daily and they never answered. Left them a dozen messages that were never returned.
2 months of hell without a fridge dealing with them and no help from HMS at all to resolve the issues and get another company to come fix our fridge. I was told there were no other businesses close enough to my house that would come out to fix our fridge. Pathetic customer service on both ends. We have already switched to a different warranty company that uses better businesses for repairs! What's the point of paying HMS $500 a year if all they have to offer in a time of need is horrible companies to help you. No thank you!!
Our realtor recommended HMS and I purchased them when we bought our new home. I got a one year home warranty in case the furnace, the hot water tank, the washer and dryer, anything mechanical in the home breaks down or the roof leaks. It depends on what type of warranty that I have and all those claims are made under that warranty. So, if the washer and dryer, refrigerator, stove, dishwasher break down within the first year, I pay $100 deductible and they come and replace or repair it.
The problem was that the washer and dryer were not working so I needed it done yesterday. HMS referred me to local vendors that could take care of my problem. I made several phone calls and some of the guys told me that they can get to me within a week or two weeks. I said that was unacceptable. So, when I called the last vendor, they said they could be out the very next day. I said that was fine and that I could live without the washer and dryer for one day. The vendor came out the next day, figured out what the situation was and got some parts.
They took care of it and put it all back together, and got me up and running within an hour and fifteen minutes. The gentlemen were very efficient at what they did. Also, they were very professional and was in and out as quick as they could be. They knew what they were talking about and did a really good job. The gentleman had several options on what he thought the problem was and he checked every one of them to make sure that it wasn’t a combination of more than one. I was really happy with that. I was also happy with my washer and dryer running and I've never had a problem since.
Michael - We are delighted to hear that we’ve been able to satisfy your home warranty and service provider needs and we appreciate your feedback. Providing efficient repairs and excellent customer service is our primary goal as your warranty company. Thank you! - Stephanie
I got HMS Home Warranty to save money. Their claims process was not too hard but sometimes it was very quick and sometimes it was very slow. The technician and the quality of the work were good. However, when they send a supplier, they should qualify them because the last time I had a claim with the air conditioner, it took almost half of one year to fix it. First, they told me they have to purchase the equipment. I thought it would take a long time. And without any information, I just kept waiting and waiting for some people to come here to fix it. Finally, the customer representative told me that the supplier that was out here was just a backup, so they sent another one. They should tell me if there's any change. Also when the contracts expire, their rep has to email or contact their customers to ask them if they want to renew the contract or not. Nevertheless, HMS Home Warranty was good and I saved money.
Luyu - We appreciate you sharing your experience! We strive to provide an effortless claim experience for our customers and it’s great to know that overall, you were pleased with our service. We are continuously working to improve our claim process, and your customer service experience. Thank you for being a loyal customer. Sincerely, Stephanie
HMS Home Warranty covered just about everything I wanted to be covered. I submitted a claim over the phone and it was fine. The technician's work was very good too. I would highly recommend HMS Home Warranty.
Laverne - We are thrilled to hear that you’ve had an awesome warranty experience. Providing efficient repairs and excellent customer service is our primary goal as your warranty company. Thanks for sharing! – Stephanie
This might be the worst company I have ever dealt with. I purchased a home about nine months ago and asked for a home warranty to be included due to the age of the HVAC system. I wish that I could have looked up reviews for the home warranty company I was given prior to proceeding because I would have steered far, far away. At the beginning of January my furnace went out. We were experiencing subzero temperatures so I needed the unit repaired as quickly as possible. I called in to get a claim set up and explained how I could not go without a furnace for very long since there were temperatures in the -15's.
The customer service rep advised that he was unable to find someone to come out to my home to make the repair and that I would have to find someone myself and submit it for reimbursement. I was unhappy with this answer and very nervous to proceed this way but the rep assured me that it was the only way to continue. He said that I need to call any certified repair technician and all that I needed to do was submit the invoice for reimbursement afterwards and have the technician call in as well explaining what was done. I had someone come out that night and the repair was completed the next morning.
I had the technician call in and submitted the invoice to the home warranty company expecting that I would get reimbursed minus my $100 deductible. I received an automated response at the time that said someone would contact me within 3-5 business days. I did not receive a response so I called in to get a status. The rep informed me that the automated response is wrong and someone would contact me within 2-4 weeks. Weeks went by and I never heard anything. I call in to get a status and I am just told it is processing. I wait some more.
Finally, AFTER 5 WEEKS of no correspondence and information I receive an email stating that my request could not be processed because there was not enough information. At this point I am very upset. I have waited five weeks to even get any follow up whatsoever. That alone is horrible service. I work in claims and we would never get away with going five weeks without updating a claimant.
Also, I submitted exactly what they told me to submit. All the rep said to me was find someone certified, have them call in and submit the invoice... EXACTLY what I did. I am now being told that my information doesn't tell what was wrong... Well the invoice says replaced blower motor; ie: that's the part that was broken and the technician also called saying what he did after the repair was complete. They are also saying that the invoice is not broken down enough. This is the only invoice that I have and I was not told that I needed the invoice to look a specific way prior. The charge was $775 for the repair. It's not like I went and got my entire furnace replaced. After calling in several times trying to get this issue remedied NO ONE can help me.
The reps that take the calls are incompetent and don't know anything. They are also rude and laugh at you when complaining. I had one rep state that they would reach out to the technician themselves and when I called in to get a status on that they didn't even have the conversation documented in the file and said no one was going to do that. I have asked to speak with a supervisor multiple times and am told there are none available but that they would have one return my call. I have now been waiting two weeks for my return call from a supervisor. I am now beyond frustrated. I have waited two months with little to no communication from the company. When I do call in I often wait 20-30 minutes before I can speak with someone.
All I am asking for is my $775, minus the $100 deductible, so $675 refunded to me. I did not want to have to find someone and pay upfront myself but I was told that was my only option at the time. I don't know how a company runs so poorly with such lack of concern for their customer's and little communication. I will most definitely not be renewing my home warranty in the spring and I will advise everyone not to proceed with this company and continue to post negative reviews until I see some sort of action.
This is my second review on this issue. The requested refund has been paid. I consider this issue resolved. Facts of the case so that others can be informed. Please scroll to read my first review, as this review picks up where the first review left off. Immediately after I contacted ConsumerAffairs, I was contacted by HMS. Profuse apologies were extended. I was asked to send a copy of my payment receipt. I sent the requested receipt. This was the second time it was requested and sent. A check was swiftly processed and overnighted to me. The check has been deposited and has cleared the bank. I am now "satisfied" with this part of the experience. I feel like I should have had to resort to ConsumerAffairs to obtain satisfaction.
When my covered Garbage Disposal was replaced I was forced to pay $150 up front to the HMS selected installer. The next day, during a call to the HMS Customer Service Department, I was told: The item is covered, I should not have been charged and I would get a refund. The requested copies of the charge receipts were emailed to HMS. I waited 10 days beyond the recommended review period and had still not been contacted. Another email was sent and the standard/form reply was that the issue was under review. Please wait the 6 days again. It is now nearly 2 months of waiting.
The HMS Home warranty was included as part of the contract when we got a house and we've just been extending it. I like the quicker response time and the ease of setting up a technician to come out and take a look at things. I called in one time and then went to HMS Home’s website the other time. The website was easy, and I like that aspect. HMS Home called us within a day, and we got to choose from the list of companies on the website right away. The technician that came was professional and courteous and the quality of work was up to the industry standard. The service was excellent and everything went great. I've been very satisfied with HMS Home Warranty. Their coverage is comprehensive and it's easy to submit a claim.
Jarod - Thanks for sharing your experience. We are happy to have you as a customer and look forward to servicing you in the future for all your home management needs.- Stephanie
It was easy to submit a claim. The claims rep I talked to was very pleasant, professional, and understood my concerns. The only thing that I found difficult was scheduling the claim. HMS reached out to one technician who couldn't get it done on the date that I put in for the work to get done, which was interesting. What's the purpose of me putting in a work date and I'm getting a technician who can't do it on that day? I had to go back into the system and speak to a rep. They then went ahead and resubmitted the work order and got someone to come the day that I want them to come.
The contractor who came was very good. He was very professional, knowledgeable and helpful. He explained to me in detail what was happening and what was needed to be done, something that you don't get a whole lot. He cleaned up whatever dust that fell on the floor. I was pleased with the work he did. This is my first time using HMS and I'm happy that I was able to get the work done timely and in a professional way. I would definitely recommend them. I like the peace of mind. You don't have to be running all over the place looking for a technician. You just contact HMS and they will do the job for you.
Wahid - We appreciate you sharing your experience and are thrilled to hear you would recommend our warranty. It is our pleasure to provide you with top level customer service and efficient claim resolutions. Thank you for being a valued customer with HMS! Sincerely, Stephanie
We have been customers of HMS since 12/11 and always raved about our experiences & recommended them... until now. I am so frustrated and angry. On 1/10/18 I filed a claim for our washing machine online and was excited when an appointment was immediately made for 1/12/18. The repairman came out, found the machine needed a computer board and he contacted HMS for the part. He told us it would be about two weeks. So we waited. On 1/25/18 he came back with the part only to find it was defective and a second part would be needed as well. 2/13/18-No part from HMS. We called HMS and spoke to Eric who checked the account and said it looked like another part was ordered on 1/25/18 but he couldn't find a tracking number. 2/15/18-Called HMS and Gary said he couldn't find any updates in the account notes but would send a message to expedite the part.
2/19/18-Called HMS and Kim pulled up account and couldn't provide any update. We asked to speak with a supervisor and she said she'd have one call us. A supervisor (Kiana?) called and wanted to know if we had the part. Told her we did not and she said she would look into it. We have never heard back from her. 2/27/18-Called HMS and Carrie said the file showed no info on the part. 3/1/18-Called HMS and Lisa pulled the account which reflected a note that there was a part tracking in process but no further info. She would pull yet another "ticket" to the authorization department. When we asked for a supervisor she said they could not put us through to one but would send a message to a supervisor and they would call us back.
As of 3/3/18-No word back from anyone at all. Additionally, we have been in weekly contact with the repairman who said that this has been a growing problem with HMS and he has other customers having the same issue. Meanwhile WE ARE STILL WITHOUT A WASHING MACHINE TWO MONTHS LATER! We have a family of four and are frankly sick and tired of hauling laundry to the laundry mat and paying ridiculous prices to wash everything while this is drug out. We haul the wet clothes home to dry them to save money but none of this should even be happening.
I am so very disappointed and frustrated because of this. I want our machine either fixed or replaced and I think HMS should reimburse us for the laundry which has cost us about $30 a week in quarters plus our weekend time for two months. How much longer does this have to drag out? I have seen HMS respond to others on this website and hope they will see this and help us out as while the people answering the phone are polite, they have been given no ownership of the process and we can't seem to actually speak with anyone of authority when we call.
We purchased a property and the Home Warranty was given with purchase. Home we purchased was an older home, and had older appliances. We got an FHA loan on the property so all built in appliances had to be in working order prior to purchase. The appliances were inspected in the appraisal, the built in range and oven were in working condition, we cook Thanksgiving and Christmas dinner in the oven, used it several times to bake. No problems. We had to replace the built in dishwasher prior to purchase of the property, because it did not work. The stove and range was in very good condition. Very clean and well taken care of. We worked to do the same after the purchase. About 2 months after the purchase the oven stopped working along with the built in plug on the oven. The stove top continued to work.
We called HMS, they sent a married couple out from an appliance business out of Pine Bluff. Very unprofessional people, asked as soon as they got to our home to use our phone cords to charge their phone, which we told them no. They started looking at the range, all they would say is look how clean. Never did he use in equipment to test any parts on the range. He looked in the oven. Took out the oven rack, which he broke one, he also was taking the top of the knobs off the stove and broke the one for the oven. It would just continually, turn without any resistance like a stripped screw. He pulled appliance away from the wall. Got the model number. When asked what the problem was he never gave us an answer.
We paid him our 100.00 deductible. We waited and did not hear from the warranty company, so we called. They said that the repairman said it had not been in working condition and there were cobwebs in the oven. He straight out lied. So we gave HMS a copy of our appraisal where it said the appliance was in working condition, and they still would not cover it. So buyer beware. We checked on canceling this warranty and purchasing one elsewhere. When you start reading all the fine print of what money they will take out if you cancel it would not have been worth it. You would not be left with much of anything. So another buyer beware. Read the fine print. So very disappointed and would never recommend either of these services. The company out of Pine Bluff is the Appliance Depot on Dollarway Rd.
Things could break in my property and having a home warranty saves me money. When I bought a house, I had HMS Home Warranty as it was the only one the sellers put in the deal. So far, I only made a claim once and I did it online. It was for the refrigerator and navigating through their website was easy. They screwed up the first appointment, so it took three weeks for the technician to come out. But he was pleasant when he came in. He had to order parts then he came back with them after two weeks and fixed the refrigerator,. Everything is working better now.
Denise - Thanks for sharing! We appreciate the opportunity to serve you. Thank you for being a loyal customer! Sincerely, Stephanie
My real estate agent offered HMS home warranty and it seemed like it was a well-placed bet for situations that might arise from normal wear and tear. However, I felt sometimes when filing a claim, they expected us to know what was wrong with everything. Then, they used whatever we said against us to say it was not covered based on what we told them and eliminating something from getting fixed because we didn't present it in the appropriate manner. They should let the technician come and let them figure it out rather than saying something that they didn't know enough about. Sometimes my interactions with their reps can be really short and I’ve had to wear them down because I was worried that they were going to say that they don't cover something. So, I tried to keep it positive. The latest technician that came out wasn't very good. He didn't know about the parts. It was a hit or miss with the vendors that HMS selected but they were good guys.
I'm glad I have the warranty because it’s a relief when something is covered. I called HMS until I had a bunch of things that needed repair because they could bucket them up and it was like covering what they can cover. The worst thing I hate was when I think have something covered because I bought the biggest plan that HMS offered but then it was not. It was a big waste and it made me feel that I got less than what I was actually giving in cost. If I looked at what I had replaced and fixed over the last four years, I paid way more than what I got fixed. Still, I like the idea of having something extra. I just don't know if I’m utilizing the extra to its full potential and what it would take to be able to get certain things taken care of. If somebody wanted something covered, I wish they can offer a plan to where people can get things covered. But overall, I'm satisfied with HMS.
The seller we purchased the house from gave us a credit for the insurance for around a year. We liked the service of HMS so much that we continued to stay with them. Submitting a claim was very positive. One time, I was a little disappointed with the vendor that they recommended. The vendor wasn't able to get out here soon enough for what we needed. And we had a limited choice of who we could actually use and that was problematic. But the agent was more than happy to reassign us to a different person.
We called a number of times and in each case, the reps were very sensitive to whatever issue we had and were respectful and eager to help. We had prior experiences with the technicians at our other homes so we were happy to get them back. The quality of work was excellent and I was 100% happy. HMS is reliable, responsive and easy to work with. But, they have to be careful about the vendors that they provide. And they could align with the customers to help them select the vendor that the customers want simply because they may have experience with that group or that vendor. And sometimes, I like to stay with who knows me and who's sensitive to my needs as opposed to someone that I have no experience with.
Carlton - We appreciate you taking the time to share your claim experiences! We are continuously growing to improve our overall warranty experience. We do our best to provide quick and reliable service and are pleased that we have met your expectations. Thank you for being a loyal customer with HMS! Sincerely, Stephanie
When I bought the house, the realtor gave us the first year to get started with HMS Home Warranty. We've renewed with HMS ever since and we've been with them for five years. Submitting a claim was easy. My wife went online and started the claim. Our interactions with the claims representatives were always fine and pleasurable, and we never had any problems. Then we got a phone call from the local area contractor and they set up a time for the service. Then they came out and saw what the issue was, if any. The technicians who have actually come out and done the work were personable and they knew what they were doing and talking about. So far, the work that they've performed has been good and things haven't been broken again. I would tell people to try HMS out and get the work because it's better to have it than not.
Dave - We are thrilled to hear that you’ve had an awesome warranty experience, and thank you for recommending HMS. We strive to make managing home repairs easy. Thank you for being a truly valued customer! Sincerely, Stephanie
When we bought the house, it had HMS Home Warranty so we just continued and renewed the subscription. I had a couple of claims this year and the process was easy, but the appointment was a pain. When we did a claim with our garage, they scheduled someone to come in and I took the day off. I waited all day and the person never showed. I called HMS and they called the guy but they didn’t even pick up their number. I was really frustrated in that one that I cancelled the claim and just paid out of pocket. My other claim experiences were good and the work quality performed was fine. I will tell a friend to look into HMS because that’s what I did with my co-worker. But he found out that the one where he’s paying $50 and down to a $45 deductible has the same coverage. I’m going to look into that too when my warranty runs off. Overall, I had an average experience with them.