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.
HMS offers plans for all stages of home ownership. While there are some limitations in standard coverage, all essential items are covered, and a variety of add-on options are available to customize your plan.
- Customizable coverage for buyers
- Emergency lodging reimbursement
- No waiting period for sellers
- Plans for all real estate stages
- High deductible
- Full coverage subject to add-on fees
Contacted HMS to report the claim, was able to schedule an appointment within a few hours. [The plumber] assessed the problem and was fixed within a half hour. The disposal had to be replaced and the leak was repaired. Professional and courteous, I would highly recommend them...Read Full Review
I have submitted two claims and I was contacted by contractors within an hour after submitting a claim. They were then able to fix the issue on the first visit and they provided good customer service. The deductible seems reasonable and they cover a lot with no questions asked.Read Full Review
HMS Home Warranty plans
Buying a home can be intimidating, but a home warranty can give you peace of mind and reduce the cost of expensive repairs or replacements. HMS Home Warranty offers plans that cover all of the major systems in your home, from plumbing and electrical to the HVAC system.
HMS offers plans to customers nationwide through more than 40,000 local service representatives and offers 24/7 customer service. HMS offers the following types of warranty plans:
- Seller: Designed for someone selling a home that wants coverage while the home is on the market. Covers major appliances and systems.
- Buyer Conversion: Begins with the seller while the home is on the market, then is transferred to the buyer once the home is purchased.
- Buyer Direct: Can be purchased by a home buyer at the time of closing. HMS offers advanced coverage only available for buyer plans.
- New Home: Coverage begins one year after the sale closes, which is typically when a builder’s warranty would expire.
- Open Direct: This plan is for existing homeowners. Anyone can purchase this type of plan at any time. Becomes effective 30 days after the plan is purchased.
HMS Home Warranty cost
The average cost for an HMS Home Warranty is around $40–$50 per month, which is in line with the industry average. Their service call fee, the amount you’ll pay for a technician to come to your home (also known as a deductible) varies by region.. The Premier Upgrade Plan is available for an additional $89 of $99 each year, depending on where you live.
Because prices vary by location and plan selected, to get an accurate quote for your home, you’ll need to request a quote directly from HMS.
|Plan||Starting Monthly Cost|
|New Home||$46 ($549/year)|
HMS Home Warranty coverage
HMS covers a good selection of home systems and appliances. Coverage availability may differ slightly between warranty plans, with homebuyers having the widest selection of coverage options.
All HMS Warranty plans cover:
- Central vacuum system
- Garage door opener
- Plumbing and pipes
- Kitchen appliances
- Jetted tub
- Sump pump
- Water heater
Air conditioning, washer and dryer may also be covered depending on your location.
*Additional fee applies on seller plans
Optional coverage for home buyers:
- Outside gas lines
- Outside sewer and water lines
- Septic tanks
- Water softeners
- Well pump systems
*Add-on prices range from $40-205 per item.
Premier Upgrade Package:
When purchased, the Premier Upgrade Package (PUP) will provide buyers with up to $1,000 of coverage for non-covered charges associated with a covered repair or replacement. It provides coverage for items not typically included in home warranty contracts like duct, electrical and plumbing modifications, code upgrades and permits.
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I just bought a house and HMS Home Warranty came with it. I wanted it for the protection of the home. I had some responses back and forth and emails as well with the claims rep, and everything seemed very quick and easy. The interaction and the service provided by the contractors were very good. The dishwasher had an electrical problem and since the repair, it has performed perfectly fine and like it needs to. It was a good experience with HMS and it was worth the money to be able to get the items fixed at an affordable cost.
Thanks for sharing your warranty experience William! I'm glad to hear that you’ve experienced the benefit your home warranty provide. I’m thrilled to hear the contractors and customer service reps have been excellent too! – Austin
I've used HMS Home Warranty twice when I've had problems with my air conditioning and both time have been pretty good. Submitting the claims is not difficult at all. I called them and they sent me the same guy and I was glad that they sent him 'cause he was familiar with my system and with the problem. He was really nice. When I told him that I had to go to work, he asked me how early he could come out. I told him that if he wanted to come early, he could be there as early as 7 o'clock and then he was ringing my doorbell before 7:00. I've been in my house for almost two years and so far, I haven't had that many issues with HMS. It has been great.
Towanda, Fantastic service is what we aim to provide, and we are excited to hear that you were pleased with our service contractors. Thanks for sharing your experience with HMS! - Austin
Last year, had a plumbing leak.. Fixed within three hours. This year, needed a total HVAC revamp (new heat pump, coil etc.). HMS repaired it with no hesitation. Thanks to an extra coverage I purchased to cover non-covered items related to a covered repair, I paid only the deductible and HMS covered the non-covered repairs as well. Tech said without the warranty, I'd easily have spent $5,000 today.
Nathan - We are delighted to hear you are receiving the full benefit your warranty provides, and appreciate you taking the time to share your experience with others. We hope to have you as our customer for many years to come. Sincerely, Austin
When we bought our house, HMS Home Warranty was part of our agreement. It was what the prior homeowners had and we stuck with it. I submitted a claim a month ago and it has been fairly easy for both my husband and I. He has had to call and then, we have also done it online. Last time, I submitted the claim online and HMS got a hold of me within the hour after I submitted it. All the technicians have been very helpful and they’ve all gotten everything taken care of that we needed done, and even answered some questions that we had for them.
When we moved in, DirecTV drilled a hole through an electrical wire, so we called HMS Home Warranty and they came right out and took care of it. Everything has been taken care of in a very timely manner and it was nice because we only have to pay $100. It has saved us having to pay a couple of grand to get something taken care of on our own. So, it was worth it for us and we both enjoyed the service from HMS.
Erin, We appreciate you choosing to keep HMS to satisfy your home warranty needs. We aim to provide quick and efficient claim resolutions, and are delighted to hear we have been able to meet your home warranty needs. - Austin
My next-door neighbors have got HMS warranty for a couple of years, and they were really happy about it. I was with another home warranty company and was happy with there, but I wanted to try HMS. And the most important difference that I saw was that the response time that HMS had was amazing. I didn’t have to wait for a long time on calls to place my claim, and even to follow up about the claim. They had continuous text messages for booking appointments and everything. It was a very seamless process for me, which I really appreciate. Fortunately, with the two services that I had with HMS, the people were very knowledgeable, polite, and professional. They came down and did the work, and they cleaned up after. Overall, the service that we got from HMS was good.
Arundhati, We are delighted to hear you are satisfied with our service, and appreciate you making the switch to HMS! Our goal is to make managing home repairs easy, and we hope to have you as our customer for many years to come! Sincerely, Austin
I usually call a 1-800 number for my claims. The first one was my refrigerator ice maker wasn’t working and the gentleman came in, defrosted my ice maker and then went down and checked the cold water line downstairs. He found out it wasn’t tapped right, so he fixed that. He also checked out the drainage on my dishwasher. Come to find out that the seller did not take out the air drain plug from the new disposal, so the gentleman fixed that. I also had a plumbing issue where the seller did some tile grouting and decided to clean his tools out in my bathroom and it clogged up the drain eventually. HMS called a plumber in to fix that too. From walking in to walking out the door, the techs were great. They did the job and they did their cleanup as well.
Scott, I'm delighted to hear that you’ve received great service from our technicians. Thanks for sharing! - Austin
I purchased HMS Home Warranty the first time in 1995 and I have had them ever since in different areas of the United States. Our recent claim to them was for the stove and the heater which were at the same time. HMS sent out Sears to repair our stove. The oven wasn’t working and the part that went out was no longer available so it took almost a month to get my stove fixed. What was really sad was that the stove is not that old, but the part wasn’t available. So, they had to come back, take the part off and then ship it out and have it repaired. It worked fine though. The repairman was Jo-jo and he was absolutely wonderful and the greatest person that Sears’s could have sent out. He was caring about the wooden floors and about making sure he didn’t make a mess anywhere. It was a 5-star experience all the way through.
On the other hand, the repair person that they sent out for the heater was absolutely a nightmare. We had problems from the beginning with him just not following up and not saying what he was gonna do. He came out, looked at the heater and said it needed three parts. He got the okay from HMS to get the parts and put them on but it was almost impossible to get him to come back and to answer his phone or give us a straight answer. When he finally came back out, the most he brought in was one screwdriver to work on the unit and there were no parts. He came in, went downstairs, started looking at the unit again and said the unit was really rusty and bad. He also said that the whole unit was shot and that we were lucky we were not getting carbon monoxide poisoning because the unit was in such bad shape. So, he said he would have to turn off the gas to the unit.
I asked him to show me where the rust that he was talking about was. From what he showed me, the rust in the unit was like a penny size and I could have taken a Brillo pad and lightly remove the rust. He then turned everything off and asked us if we had a Shark vac and we said no. He went to his truck and got a Shark vac and vacuumed up the little water that they had that took between 20 and 30 minutes. Then, he left and sent HMS a report saying that we needed a whole new unit. I kept on texting him back the next day to see if he got an answer and when he was coming back. Before he left my house on a Thursday, he would have the unit for Saturday and he would come around Saturday noon to replace it.
Once he did that, I started texting him on Friday to see if he got the okay and he told me that he’d call me back as he was online with the company. Four hours later, I never got a return call. I texted him back and called him many times but I never got an answer. So, I called the warranty company on Saturday at around 4 o’clock in the morning. I didn’t feel comfortable with him because I felt like he was ripping us and HMS off. At the same time that I’m calling HMS, my husband decided to do research on the guy and he found out that there were people that were trying to get his physical address so they can send out warrants for his arrest because he defrauded them out of so much money.
Apparently, the repair guy had another company named a different name. There were really bad reviews and even one of the reviews was someone that had the same warranty company as HMS. At first, when we told the rep that we found the guy within seconds on the internet with so many bad reviews, we were told that they didn’t go by what was reviewed on there until I told them that HMS was coming up and the kind of experience this person had. The review was a very ugly one and how the person would never use them again.
The girl that I talked to at 4:00 in the morning said that nobody was available and that she'd have someone call me back after 8:00. Then, someone called me back after 8:00 and I told her that I really wasn’t comfortable with the repair person coming back into my house and we would prefer somebody else. I was told that I couldn't just stop in the middle of everything. I asked her who will be responsible if the repair person comes back and changes the unit and screws up and the rep told me that it would be me who has to go back and get recourse to get it straightened out. I told her that I don’t want the person in my house. I then started telling her furthermore that the guy said a new unit is needed and he did not even try to put one of the three parts he ordered so how could he know if he even fixed the heating system. The rep said that the guy was charging them for the parts and for the repair.
Since I know a bit about mechanical things, I said that there was nothing seriously wrong with our unit. After the guy left, we saw a bug that died in one of the lines and it was the reason why the water was sitting there as the heating system got clogged. We pulled the bug out with a tweezer. The rep checked and we wound up with a really nice guy named Calvin. Then, we had another company come out and when the guy came out, he said that he had to pull all the parts back on that he took off. We told him about the problem with the line so he blew all the lines out. He explained to us that if one of the lines were clogged and with the way the system works, it would click off. It would not also come on if a line is clogged. So, he hooked everything back up and the unit worked fine.
The guy sent Calvin a report saying that everything was fine and that he didn’t see it needing a new unit. He didn’t see the rust that the guy was saying. He also said the only thing that he thought was that in the near future, probably the igniter might go out. So, Calvin asked us if it was okay that they change the igniter since it looked like it was getting ready to go out. He changed the igniter and it had been a couple of months and we have had no problem.
The unit was gonna cost HMS over $3,000 by the time the first guy would install it and we were told that he could change it within two hours. The other guy said there was no way, not with all the work that would have been done. We got the problem resolved and it ended very well. I would still recommend HMS Home Warranty to a friend but I would explain to them that if they feel like something is wrong, they should explain it to the person. I wouldn’t want anybody to have the experience that I had.
Terrin, We’re glad to hear that your claim got resolved, but sorry to hear about all the confusion with the provider. We appreciate your recommendation. Have a great day! - Amanda
The seller of the house purchased HMS Home Warranty and had the coverage for the water heater and stuff during the sale of the home. Filing a claim hasn't been too bad. The contacting of the warranty company is a bit different. It's kinda between two companies. But for the most part, it has been fine. The house that we purchased wasn't being used regularly prior to being put on the market. So, there were some things that might have gotten worse throughout. So then when I started using everything regularly, they started backing up. And I've been a bit unlucky with the techs they've sent out, so far.
I had a plumber service that came and I wasn't overly impressed with them. The plumbing company that HMS uses in this area have reviews online that are really, really bad. It's all for warranty works. I don't know if there are also warranty for other companies other than HMS. But all the Yelp reviews and online reviews are pretty bad. I tried to cancel my appointment and see if it would reassign me to another company, but it just reassigned me a second time to the same one.
The people that came didn't seem to be very knowledgeable. They left a mess in the house after they cut the hole in my kitchen and then they disappeared for two hours without telling me where they were going or when they would be back. They got lost trying to find the place. So, I had to contact the warranty company to say that they were beyond the window I was given and that they said that they were on their way and nobody was there. Only then did they reach out to the company and found out that the driver was sitting in a parking lot in my neighborhood but not in the right area. Fortunately, the problem was something very small, so they were able to handle it. It would be nice if there was another option for that sort of service. Hopefully, I will never need it again for any plumbing related issues.
One of the issues they deemed is some sort of negligence that must have been done by the previous owner. The technician that came for the dryer said that it appeared that there were some dents and things inside that appeared that the previous owner was probably doing too large a load. And that probably is what eventually caused its crack. I sort of understand where the company is coming from. That there was probably heavy abuse prior to us taking ownership of it. I bought the house and did the inspection. So, anything that wasn't found during the inspection, I expected to work 100% properly. But the dryer works fine. It's just a little louder than normal.
The washing machine was a bit of a surprise. It's kinda frustrating at this point. I hardly had any problems with it for the first two months. And then now, it keeps trying to recycle it to like rinse again, so it won't ever spin it. If I wanna switch it to the dryer, I have to dry it like three times because it's soaking wet. The claim was supposed to be set up but I never received a notification of a change. When I got on the application for Sears that says, "Your appointment is today, track your driver," it stated that my appointment was now for a different day, even though the email reads, "Your appointment is for today." I called them and they said they didn't know why it happened, but the only thing they could assume is that the driver fell behind and was gonna be unable to make the appointment. Hopefully, it's something minor that they can fix on the spot.
Another problem I had is I tried to do more than one claim on the same day and they weren't able to tell me if I would be able to get the same technician that could handle multiple repairs. They gave me three separate delivery windows when I called the day of and then they combined two repairs to one mechanic without telling me. So, it deleted one of my time zones. I was waiting on somebody to show up and obviously not at work because I was waiting on three technicians.
Then, the same person had to get parts ordered for my microwave and my stove. But then they didn't allow him to do both repairs on the same day. So, he only had a certain amount of time allotted to fix my stove. He was unable to fix my microwave. He had to come back a week later to fix my microwave which was another week of not being able to use my appliance. And another day I have to not be at work or been on-call to make sure I'm home for it. If they could just be a little bit more in line on stuff like that, that would be obviously beneficial. But I was just happy that I knew the process was in motion.
Every other experience thus far has been good. The technicians at Sears really know what they're doing. They send me an automated text message to let me know they're on their way. They've also called me when they were on their way to make sure that in case I didn't get the message right away because sometimes they said that the text messages could come 10 or 15 minutes behind when they're actually coming. So, I've been very impressed with all the Sears technicians that I've had to deal with. Also, for the most part, I've been happy with the results. The automated system is really easy to use.
Charles, Thank you for sharing your experience with us. We strive to provide an effortless claim experience for our customers and it’s great to know that overall, you were pleased with the service we provided. - Amanda
I’ve had three claims with HMS. One was for my refrigerator. When we first moved in, it was leaking. And that was a fine experience with HMS. We had a technician come out and he fixed it right away. The second experience was my washing machine. I had someone come out, look at it and order a part. We had to wait a month for them to fix it. It was inconvenient, but they fixed it. The technicians were great. The first technician was wrong and his first diagnosis was wrong. The guy who came out to fix it with the part said, “The first one was wrong. He didn’t even need to wait for the part.” So, that ended up having a whole month wasted. But it was fine. It was fixed, which is what counts.
And so, the third experience was just last week with the heating system. That was an awful experience with the technician that came out. I called HMS on Saturday. The technician came out on Thursday and he was so rude. Once I told him I didn’t wanna buy a new system, he told me that HMS wouldn’t cover any of my claims if I didn’t right then buy a new system through him and that once he left my house, I would lose all my benefits from HMS. And so, he was pressuring me. He said it would be $1,000 they would pay towards my new system. They wouldn’t buy me a new system, but they would pay towards it. So, I was like, “I don’t wanna lose $1,000.” He was pressuring and then he said, “You can set this all up, and then when your husband comes home from work, you can talk about it. If you change your mind, you can just still call and cancel.” So, I said okay.
He ran my credit, and I talked to a lady on the phone. She said, “Okay, you’re approved.” I asked, “There are no repercussions that I change my mind, correct?” She said there was a restocking fee for all this equipment that I was ordering. I said he didn’t tell me any of this. I said I was told I could just change my mind. I said, “Forget this. I don’t want this line of credit. I don’t want anything to do with this. I don’t want a new system. I’ll call somebody else.” ‘Cause I wanted to be able to shop around for the best deal and research what system I wanted to get if I’m gonna purchase this new one.
He was saying I would lose everything no matter what if he left my house. He said, “Are you gonna believe the 16-year old secretary on the phone are you gonna believe me sitting here right in front of you?” I said, “I don’t know. I’m just telling you what she said. I want nothing to do with this. I’m gonna find my own way of doing this.” So, then he said, “She’s gonna be fired before I leave your driveway.” Then I said, “Just go ahead and go. Forget all this.” He left and marched out of my house. He never filed a report with HMS. I called HMS and they have no record he even was here. They never received a report from him. And then I thought I'd better call my bank.
I bank with Wells Fargo, and it was a no interest five-year loan for this thing. I said I was gonna call my bank back and maybe they could reverse the credit check that they did. So, I called and she said they definitely opened a $9,000 line of retail credit on my account. I called HMS and they wanted me to do all this stuff like take a picture of his report. They had no record he was here. And then, I talked to my bank, and they had escalated it to a fraud claim for A-Advantage.
The tech also lied to me about the age of my unit. He told me my unit was from 2007 and it’s from 2012. He tried to tell me my unit was too old to replace, that it would be too much repair, that’s why I needed to get a new one. But when the second technician came out that I called, he said, “He lied. It’s a 2012.” Then I called A-Advantage today ‘cause they were closed over the weekend and they said, “He didn’t know. He just misread the label.” I’m like, “Oh, you can read a label. I don’t know how old the system is, but how are you diagnosing what’s wrong with my system?” And I had it fixed within 20 minutes. The technician came out from the other company and fixed it in 15 minutes. It was a faulty wire.
HMS themselves has been very courteous. They have been great to deal with and it's not their fault at all. It’s this other company that they sent out. So, I would highly recommend that HMS screen their companies better and have a higher standard to what they do. Other than that, they’ve been fine. They also give really great texts that follow up with us and ask if I need any help. I get good email communication as well.
Debbie, 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 that overall, you were pleased with our service. If you need further assistance with any claim, please respond with your full property address. - Austin
Our realtor recommended that we get HMS Home Warranty when we bought the home, so we did. We've had to use it a number of times and it has benefited us tremendously. It has definitely been worth our money. We've had a claim at least once every year and overall, it has always been outstanding. However, this year has been the worst. We never have any issues except we have a dishwasher claim that we can't seem to get settled, and that has been our only complaint. I filed the claim in August and the first thing they tried to do was order the part. The maintenance guy that came out ordered the parts, but a different guy came out when the part came in, and that guy said, "That's not even the right part."
He said that he didn't know if they can get the part that we really need. He tried to order the part, but after a long while, I had to call a couple of times to see what was going on, and they that they couldn't get the part. They said they would just replace the dishwasher. They sent me an email saying, "This is what you'll get. You just need to verify the size, make sure it'll fit," so we did that. They showed up with a new dishwasher and the guy delivering the dishwasher came in. The first thing he did was measure and he said that the new dishwasher wouldn't fit. I said, "How can it not fit. It's exactly the same size of the dishwasher that we have now." But he refused to get it off the truck saying it would not fit.
I called my husband, who wasn't home at the time, and he said, "That's crap! It'll fit. It's the same size dishwasher we have.” He was on his way home, but the guy literally refused to get the dishwasher off the truck saying it wouldn't fit and that we'd have to reorder the correct size. He made me sign a piece of paper and a woman called me immediately just to make sure that I was returning it. I flat out told her that my husband said that it would fit, but the guy wouldn't get it off the truck and he said it was not the right size. My husband was around the corner as they were pulling out and he stopped them. Once again, he told them it would fit, but the guys refused and said it wouldn't.
A lady just called me on Saturday, but I was at work so I didn't catch the call. She left me a message saying that they couldn't get a replacement dishwasher for some reason and that they would have to send me a check, but they were gonna charge me the restocking fee. I tried to call back immediately and I got a hold of somebody else. She said that the supervisor wasn't available and I told her that I wasn't paying the re-stocking fee. I also said that the dishwasher would fit.
The supervisor that called and left a message was speaking very fast. I called back immediately and spoke with the representative, and she was super sweet. She said she was gonna note it all, but she said that the supervisor was supposed to call me to make a second attempt to get in touch with me, although I haven't heard from her yet. We are still in the midst of trying to figure out the dishwasher. It was such a simple claim. It has been back and forth and my husband was really irritated with the guys who delivered the dishwasher.
We are still fighting with the whole dishwasher situation. Still, other than that, we had to have our AC replaced and we had problems with our heater a month ago. Everything else has been fast and no problems and we've been very happy with the services. Whenever I call HMS and speak with somebody, it generally goes very smoothly and they are very friendly. I was generally been very happy with the service and I'm very grateful that I've had HMS. I definitely would recommend having HMS because people never know what's gonna go wrong.
Karen, 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 the installation companies was less than satisfactory. We are here to help, and will do whatever we can to ensure you have a positive experience in the future. Thank you! – Austin
We got referred to HMS Home Warranty by our homes' seller. When people buy a house that's not new, they don't necessarily know what hidden broken things are gonna be. Plus, the home warranty was something that the seller thought would be of benefit to getting the home sold. Thus, we've been customers of HMS since April 2010. However, we've recently thought about going to another company. We had two claims that were questionable. The first claim was a couple of years ago when we had a water softener that needed to be replaced. HMS had Home Resort as the people that would be fixing the water softener, but the guy was not appropriate. He tried really hard to not be offensive, but he was. You don't wanna have any kids or elderly people in your home. We had our teenager daughter here and she was scared. She ended up calling and saying, "Can you guys come home? He's cussing and screaming down in the basement." We had that episode.
We also had a problem with our garage door opener, so my husband called to report that it needed to be fixed and created a ticket. When HMS called, he told them that he didn't want Home Resort. They told him that there were no other repair people in our area. My husband said that it was fine and to have them come out and fix it. The Home Resort guy came out and said that the motor was bad, which we already knew. He said that he would get an approval from our warranty and we waited until the next week. In our experience before, the insurance approved it quickly, not something that took days and days.
My husband called and asked where we were at with the claim and told us that the guy said that our insurance hadn't approved it. So, I called HMS to find out where we were at. The rep said that we canceled, but I said that we didn't. The rep said that my husband didn't want Home Resort to come out, so we canceled, but I said no and that Home Resort already came out. I also said that I just wanted to know where we were and when it was gonna be approved, but she said that they canceled the claim. I told her that the guy came out and that I paid him my $100, and she said that she was gonna fix it.
She had canceled our repair order and I asked her multiple times to let me talk to a supervisor, but she refused. She kept telling me that she was gonna fix it for me, but I kept telling her no. I could tell that she did not understand what she was doing. So, I said that I needed to speak to someone else and that she was not helping me. She then connected me to someone else and when I spoke to that person, she said that she didn't know what was going on, but that in the notes, my claim had been canceled by the girl that I had just talked to.
The second rep had to resubmit everything and do something to get it approved, so it took us extra time. We waited three weeks before we got our garage door fixed. When I got transferred to the second girl who finally was helping, at that point, HMS should have contacted us because there was a significant problem on their end. The first girl should not have been working there. She did not know what she was doing and she created a huge mess.
The Home Resort guy came out and he told us that when we get the garage door opener and if we pay the $100, that just covers our warranty piece, but if we wanted to have two garage door openers, it was gonna be $30 more. We needed two garage door openers, one for me and one for my husband, so we said okay. However, I came to find out that he bought the one that came with two for $159, so we paid more than we should have. He was very shady and HMS should consider finding someone else. In the past, we've always had really good service. Usually, when we call, HMS had someone out here real quick. We've had trouble with our heater and they sent someone out right away. Our water heater had to be replaced and they've sent someone out right away. We've always had really good luck with claims until the last time that was pretty rough.
Virginia, I’m glad we exceeded your expectations! We aim to provide excellent service even in unexpected situations such as yours. Thanks for taking the time to share your experience. We appreciate it! – Austin
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I have never written any type of review in my life until now, so I hope this exhibits how criminal and incompetent HMS truly is. This has been the absolute worst customer experience I have ever endured. It all started two months ago when our air conditioning unit went down. We called HMS and they sent out K&D Temperature System. They told us that our issue was the Freon, and only a small amount was covered by our plan. So, we ended up paying $215 out of pocket.
Less than a month later, the A/C unit went down again. The same company, K&D Temperature, came out and said there were issues but never explained to us the problem. He supposedly “fixed it”. Begrudgingly, another $125 was paid. Even though the original issue was never addressed, and HMS refused to acknowledge that. It was misdiagnosed by K&D and never fully fixed. Three weeks later, the unit went down again for the third time in less than two months.
We called HMS (Alejandro - supposed Manager), and they said they would get a company out there. Well, it has been 3 days now, and nobody has contacted us. It is over 90 degrees here in Columbus, and we have two young boys both under the age of two. We have called HMS 4 times (each call lasting over 45 minutes), and they have kept bumping back the timelines. First, they said they have 24 hours to locate someone to fix it. Then, after we called back after 24 hours, they told us 48 hours since it wasn’t an emergency. Then, they told us that they have 5 days after calling back after the 48 hour mark. Then after our last call, they quoted us that they are scheduled to get someone out there on September 21st.
I am writing this review on August 19th, so they told me they would get someone out there in over a month to fix it. I tried calling K&D temperate myself, but they said they were booked up and couldn’t help. Now, I am scrambling on the internet trying to find a company that can fix it, and that HMS will hopefully accept. Basically, I am doing HMS’s job now. I am an utter shock how I have been treated by both of these companies. HMS is a criminal operation that doesn’t deserve to be in business. Next, I will be filing a claim with the Better Business Bureau and reaching out to my attorney.
Chris, I'm sorry that this has been your experience. I apologize for the inconvenience and the delays in receiving an appointment. After a review of your claim it seems that you have since had the work completed prior to our approval. This is considered to be unauthorized work and is not addressed by your policy. We regret this has been your experience and will ensure your feedback is provided to the appropriate department. - Austin
Updated on 08/19/2019: I’m not sure how this case is being resolved? After it seems as the resolution team contacted me on Friday asking me address and then reached out to me again today to finally let me know that the company received the parts. The company called me shortly after checking the message and stated they would come out this week and if it rains I’ll have to wait for another appt within next week or week after.. let’s pray for no rain. Then they mentioned I would have to pay another $125 for reclaimed freon disposal or something of that nature because it’s not covered under warranty. After all this warranty company has put me through they should pay it. I don’t care if they use the rest of the unclaimed deposits to pay for it. This is just not what I should have to go through.
Original review: I purchased my home Dec 2018 and the sellers included this in the contract. My AC has been out since May 2019, it is now Aug 19 and still have no resolve. It's a complete runaround. I wasn't able to add extra issues to my policy. I never received the contract for this policy. I have multiple contractors come out with no resolve due to this company not issuing/paying for the parts in a timely manner. I recently called to switch contractors 3 times, as well my service order was cancelled and no one knows whose fault it. They keep telling me I will receive a call back within 24-48 hrs, they never do. I have to reach out to them. If they are calling, they aren't leaving a vm. The worst warranty company ever!
Tameka, It sounds like we’ve let you down and my team would like to see how we can help expedite your claim. Please respond to this message with your property address and a member of our team will review your account and follow up with you directly. Thanks - Angela
I'm really glad I purchased HMS Home Warranty because as issues pop up, it's a peace of mind to know that it can be taken care of without having to pay the full repair cost. My first claim was for my air conditioner, and apparently, my husband had installed a nest incorrectly. And so, that was a really quick fix, and it was really nice because we've had several air conditioning people come in that we hired on our own, and they were saying, "This is broken, that's broken." But the air conditioner guys that came out through HMS were so knowledgeable. They were like, "See, what a lot of people don't realize is this, this, this," and they were able to immediately fix that. They were great.
We just discovered water leaking out of our freezer. There's frost inside our freezer, so I called HMS. But then, I'm having problem with my dishwasher. So when they asked me on the automated phone call what I was calling about, I said it was the fridge because that's the biggest problem. Everything was automated, and I didn't have a place to tell them that I also have a dishwasher problem and that I want them to come out for both.
HMS' claim process is easy. This time, I got a call back. I submitted the request, but I didn't talk to anybody. It was all automated. I prefer to talk to somebody because little things like, "Okay, but also my dishwasher is not cleaning properly at times." It would've been nice to have a live person to have that. So then I got a number, I called, and it was an automated message again saying that I had to wait 24 hours. I was trying to call to let them know there was also a dishwasher problem that I was not able to mention because of the automated thing.
I've called twice, and they keep saying, "Don't call. We'll call you." Somebody called then left a message. But it said that, "We got the request for your TV." And because we don't know who was calling us, we were like, "Is that for my refrigerator? I don't have a TV problem." So, I have to follow up with that. It's been a little confusing. But other than that, so far, so good.
Elaine, We aim to provide quick and efficient claim resolutions, and are delighted to hear we have been able to meet your home warranty needs and provide helpful and knowledgeable technicians. Thanks, Dena
I bought my house and got an HMS home warranty with it. Submitting a claim was pretty easy. Although my overall experience wasn't bad, it was a little frustrating. There was a time when our air conditioner went out and it was very warm. It was about 95 to 100 degrees the weekend that it broke. It was getting to be about 85 degrees in the house and we were almost not able to sleep. What was a little frustrating was out of the five companies that we were put in touch with to have the unit repaired, two of them said they were no longer accepting home warranty services. Two other companies said they wouldn't be able to get to it for a week and a half. Finally, after four days, we got in touch with someone who said they would be able to come out and get it fixed in a reasonable fashion.
Theresa, Thanks so much for sharing your experience with us, we regret there was a delay in receiving service for your air conditioning unit but are glad to hear we were able to restore air in your home. 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. – Angela
We were given a year of home warranty through HMS when we bought our house We decided to stick with them. It's easy making claims and their people are always helpful when I call. It also usually takes a couple of days for a contractor to come out for a service and the quality of work they do has always been good. But when we needed air conditioning repair, HMS gave me a number for one guy who when I called hung up on me when he heard it was through a home warranty. He said he wasn’t gonna do it. I called back and asked what his deal was. He was really rude explaining why he wasn’t gonna do it. I called HMS back and the agent that I talked to called a different place to ensure that we would have an appointment. That was a bad experience with the contractor, but HMS was really helpful in making sure we had someone come out and fix our air conditioner.
Mitchell- We appreciate you and strive to make managing home repairs easy. We 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. Thank you for your feedback! Sincerely, Angela
HMS Home Warranty coverage exclusions
HMS Home Warranty covers failure of select systems and appliances due to normal wear and tear. The policy does not cover deliberate or accidental damage due to abuse or misuse of covered items. HMS warranties do not cover the handling of hazardous materials or the fees associated with hauling away replaced systems or appliances.
In some cases, parts deemed nonessential to the core function of a system or appliance may not be covered. For example, while your kitchen appliances may be covered under your contract, components like doors, glass, seals, drawers, lightbulbs and fixtures may not be covered. You can find a full list of exclusions via HMS's sample agreement.
HMS Home Warranty coverage limits
HMS does have coverage limits, but they vary depending on which covered item is in question. They generally range from $1,000 to $3,000. If an item has a coverage limit or cap, you will be responsible for covering any cost beyond that dollar amount. Overall, we found HMS’s limits generous and on the higher side of average compared to the industry.
|Item||HMS’s coverage limit|
|Geothermal or water source A/C systems||$1,500|
|Septic tank pumping||$500|
|Septic tank replacement||$1,000|
|Swimming pool heater||$1,000|
HMS Home Warranty claims
Claims can be filed 24 hours a day, including weekends and holidays. The process is straightforward and easy to do. To request service from HMS Home Warranty:
- Submit a claim online or over the phone to speak directly to an HMS customer care representative.
- HMS will assign a service partner to your claim within two hours during normal business hours and 24 hours during weekends and holidays
- The service provider will schedule a convenient time for the repair.
- During the visit, the service provider will diagnose and suggest repair or replacement.
- You will pay your service call fee and the work will be completed.
HMS Home Warranty FAQ
- When will coverage begin on an HMS Home Warranty?
For existing homeowners, there is a standard 30-day waiting period after a warranty is purchased. This is true of most home warranty providers in the industry. If you purchase a warranty for a home you’re selling, coverage begins immediately upon enrollment. For home buyers, coverage will begin on your closing date.
- Is there a cancellation fee for HMS Home Warranty?
Yes, a $25 processing fee will apply. Homeowners and buyers can cancel their home warranty with a 10-day written notice. Seller Home Warranties are non-cancelable.
- Will HMS Home Warranty cover my older systems and appliances?
Yes. There is no age restriction placed on covered items. HMS only requires that they be in working condition at the time of enrollment.
- What is a homeowners insurance deductible reimbursement?
You can qualify for up to $500 per year when you pay a deductible on a homeowners insurance claim while an active HMS customer. The reimbursement opportunity is available on the Home Buyers plan, and claims must be reported to HMS within 45 days.
- What is HMS’s lodging reimbursement?
HMS will reimburse you for lodging fees up to $1,200 should you have to stay in a hotel/motel in the event your heating or cooling system is non-operational for more than 24 hours from the time of the first service visit, or due to flooding in your home because of a water pipe break.
Is HMS Home Warranty worth it?
HMS Home Warranty offers good coverage for buyers, sellers and existing homeowners alike, with the most available coverage available to homebuyers. While coverage isn’t as comprehensive as others we’ve seen, it covers all essential systems and includes several benefits we haven’t seen anywhere else, like homeowners insurance deductible reimbursement and lodging reimbursement. With these added benefits plus the premier upgrade package, we think HMS has more than enough to offer any homeowner.
HMS Home Warranty Company Information
- Social media:
- Company Name:
- HMS Home Warranty
- 1625 NW 136th Ave
- Postal Code:
- United States
- (800) 247-3680