Sharon Stovall - May 30, 2017 @ 19:30
Terrible customer service. I initially called for repair on a garage door opener. I specifically told the representative that the neighbors garage door opener will open my garage door so it opens and closes whenever she operates hers. She sent a claim in stating that the garage door was not working properly. The company that does work for them could not give me an appointment time, they were to busy and would come and check it out when they can. I explained to the company and the technician what the problem was, he showed up when I wasn’t there, the garage door was open of course, and he put a new gear kit in for $144.00. The problem still exists and he just said that the work order stated the the opener was not working properly and I asked him what about our conversation stating differently. He was not willing to work with me on adjusting the price. Now I know that this would not be covered under the warranty because it is a frequency problem and the representative that initially took the claim should have been able to tell me that, I would have been fine with that as I expected that the opener needed to be replaced. Last time I talked to them I was transferred eight times and just got an email stating that they had opened a new claim. I have taken care of it on my own. I have three rental properties that I plan on purchasing home warranties on and I can guaranty you that they won’t be HMS. TRAIN YOUR STAFF!!!!
Dominique - March 4, 2017 @ 14:17
Depending on who you speak with and on which day you are liable to encounter reps that are rude and short. I’ve used them this past year. While I did have a few repairs successfully completed the amount of time I had to spend on the phone to get repairs completed was unacceptable. I had to take off work to be home for the technician to come and on at least 3 occasions nobody showed up! I got a plumbing issue rejected because they stated it was pre existing which was mot the case. I later had an issue with the toilet where I was told they listed it as an emergency but 2 days passed and I was without a toilet running to local stores to use the restroom. I had sense enough on the second day to get my own resource which fixed it in less than 10 minutes. They had nerve to tell me I should have waited because without approval they won’t cover it. I spent another 30 days waiting to get approval to be reimbursed for using my own provider.
I had multiple issues with what they called miscommunication but I consider it dropping the ball. I went 10 days without heat in the winter due to a furnace issue and 7 days without hot water. While things eventually got repaired it was a hassle that frustrated and inconvenienced me in ways I was not prepared for.
I can say the managers were often more friendly. However, I often felt this company would do anything to deny your claim while still taking your non refundable deductible. It was a lot to deal with and I feel the need to shop around to see if other providers are better.
They only perk I liked was that I was able to pay an additional fee up front to lower my deductible which was great for me and my property!
Susan K. - December 14, 2016 @ 18:10
Worthless. Their dishwasher repairman didn’t properly connect the hoses and my floor was flooded leaking through to the family room/basement. I purchased the premier plan from Weichert when I purchased my house which should reimburse $1000 for repairs. One month after moving in, I had to tear out over 30 sq ft of ceiling to dry out. The repairs cost $1,200. HMS Home Warranty keeps refusing to pay–saying I don’t itemize well enough. Feels to me like a ploy to avoid paying up.
Tried calling again today. Was told that there were no supervisors available and they wouldn’t take a phone message.
M. W. - December 14, 2016 @ 18:08
The second and third calls are not good. Their phone system kept asking me to do the survey even I pressed no survey. The wait was long. The technicians which they assigned to me are not be able to fix my HVAC problem so I have to spend my summer with no AC. This is the 4th time that I call them, hope they are improving.
Ed U. - December 14, 2016 @ 18:07
I work in a real estate office and we sell HMS Home Warranty all the time. I’m on my third year having them and I’ve been pleased so far. I usually submit claims over the phone because I ask them to select a particular contractor. The experience has been fine and we haven’t had a problem. A couple of the claims has had a particularly long wait period, like 15 or 20 minutes, but they’re fine once they got through. I also have a rep that I can call because they’re someone I work with in the business.
Elias M. - December 14, 2016 @ 18:06
if you can run away run!!!!! im not the type of person to write bad reviews, but they are the worst scam ever!! a complete rip off. do not use it. my advice if you don’t want to go through a terrible experience. they are no help whatsoever and dont even bother to help you.
MJ F. - December 14, 2016 @ 18:06
Rip-off! Don’t use these guys. You get little to no benefit and your $100 deductible pays for their choice of contractor to come out and evaluate. If they determine the problem is structural, nothing is covered! Wishing we had never let seller switch to them for home warranty. The seller paid $489 while HMS records are that the premium only cost $429…$60 went who knows where, maybe a commission to the agent that advised the seller to buy from HMS? Would be nice if Virginia had an Insurance watchdog!
TK C. - December 14, 2016 @ 18:05
I just move in a new house and my friend told me to use this company. The very first day I move in, I found out that my AC and Water heater are not working properly. I called the claim department and the representative name’s Katy Rodriguez is helping me. She is taking care of everything from take my claims and called those technicians and schedule the fixing for me. I don’t have to do a thing and it took only couple minutes to do it. I would keep using them forever and recommend them to anyone. Great job, Katy and HMS AAAA+++++
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