HMS Home Warranty
Horrible. Have to wait 2 weeks to get AC unit possibly fixed is ridiculous. We should start a class action lawsuit
Horrible! We have been with out air since July 9. It is now July 22. I have told them that I have asthma and other health issues and they agreed it was a "medical emergency". We are also in the middle of national heatwave. I told them I would have my doctor call. I told them I have been vomiting for 2 days due to the medication I take and the heat. They did not care.
We have called and called and we are getting nowhere.
They say the part is stuck in Canada. We said put in a new system, if you can not fix this one, this one is 30 years old. They said no. In fact, I was told, "you are NOT getting a new system out of this". Repair or replace is the service. If you can not repair it, replace it.
We have asked them to escalate the claim so we can talk to higher ups and they refuse, they say, that is not the process. Specifically Laverne refused and she flat out said no.
I asked if it would be completed by winter because we also need it for heat. They did not know.
There is no one to call, there is no recourse, the phone systems are a maze of random customer service reps and supposed "callbacks". Any corporate number I call takes me in circles!
Currently dealing with an issue with them and have spoken to three (3) of the most incompetent CSRs that you could ever meet. They appear to be reading from a script on how to address issues and the service companies that they use is a joke. I have been with them for many years and did not have these issues - that is, until they were acquired by Cinch Home Services. We are now in the process of finding another home warranty because this is the worst experience I've ever had with any service provider.
As an aside...I am now in the process of trying to contact their leadership because they must be far removed from how this will impact their client base.
HMS/Cinch will do everything possible to not perform the repair/replacement. They will delay the service call, arrange for a second opinion and try everything possible so that you run out of patience and get the repair/replacement done on your own.
No body should buy warranty from them. This is a scam.
The following is the current experience my fianc Dottie Niewald and I (Mark Stephens) are having...
We haven't had AC for over a week now and sweating to death in the summer heat. My AC unit is 27 years old and we have had our policy for almost two years. We bought the premium package so we would have the best coverage for when the unit finally broke. As soon as the unit broke, I called and they sent the repair man out the next day. He said the unit was old and called it a "rust bucket". He told the warranty company that we needed a new unit. Too old to fix. The warranty company is disagreeing with their own repair guy and claim all I need are replacement parts but since the unit is so old, I am responsible for the rest of the parts in order to upgrade the whole unit to brand new. Some of the parts that they say I have to pay for are things that my policy covers. It's obvious that I need a whole unit, and that's why I was encouraged by my realtor to purchase the warranty when I bought the house. I've paid the warranty policy on time every month for almost two years and not when it's the middle of summer, I need a new unit but the warranty company won't pay to replace the unit. Only to replace parts and I have to pay for all the extra "upgraded parts". That is just bad business and a scam for homeowners. When I needed them the most, they won't pay what they should and it's impossible to speak to anyone in customer service that I can understand. I've called countless times and been transferred to numerous departments but no one will help me. They have agreed that those are covered items on my policy but it's somehow not covered because my 27 year old "rust bucket " just needs some parts replaced and I have to pay for all the others parts so it can be "upgraded " to a new unit. This is soooo frustrating!!!
I had HMS for a number of years, and they were outstanding in all aspects, promptness, fairness, listening to the customer, getting it done quickly and correctly...but no longer. They are totally worthless now, a complete and total waste of time and money. DO NOT go with this company.
I've been without A/C for three weeks, and at the end of being assigned to four separate vendors, one of them openly fraudulent, they finally told me, after I had to call yet again after not hearing from them for days, that they were not going to cover this A/C repair and had closed the ticket. This, after three weeks of runaround and payment of the $125 deductible.
Their formerly outstanding service is gone. DO NOT go with this company.
I WILL NEVER REFER ANYONE TO THIS COMPANY...EVER!!! I was transferred 5 times to people I could barely understand. We have been without a dryer for a month now (they say the parts are on order). We have 6 people in our household and had to spend $60.00 at a laundromat.
This is THE WORST warranty company ever!! Stay away.
Worst company EVER!!!!! Terrible customer service, terrible plan, terrible leadership, terrible EVERYTHING! Don't waste your money or time! It is cheaper to buy a new appliance, and you won't waste time you can never get back! I have never experienced such incompetence and disrespect in my life.... and this from a company that wants my business?!?! Go anywhere but to HMS!
Worst home warranty experience in my life. Purchased as part of our new home purchase. Made a claim for a fireplace that would not ignite - denied. Then a refrigerator stopped working. Paid $100 for the technician visit, concluding the issue was due to mechanical breakdown of the insulation and not fixable. HMS denied the claim stating terms did not cover damage due to rust, we appealed with technician clarification that the rust was a result of the failure, not the cause. No help - on appeal, we were told they only covered damage due to mechanical issues from normal usage. We explained that this was exactly that. We were told that "mechanical issues are the ones with wires coming out". Seriously? We commented that wires are electrical not mechanical, and that insulation failure was mechanical. No help - claim denied. We have concluded that HMS is a sham operation that will find any excuse to deny a claim, regardless of how legitimate. We are out the $500 paid for the HMS warranty, plus the $2500 it will cost for a new refrigerator that should be covered. Avoid dealing with this company at all cost. Google home warranty companies and you can fine dozens with better ratings- I wish I had, rather than take the realtor's suggestion. The only reason this 1 star is that lower ratings are not a choice.
ridiculous. I have had many issues with this company. they are know for giving you the " run around". Rude customer service reps and nothing is don in a timely manner.
Kim - RVA
Horrible. I plan to cancel with them ASAP.
This is a company that can't appreciate your business.
Please sign me up
Your company is aweful! You do the bare minimum to basically get me off the phone instead of actually repairing things. You claim that my water heater leaking all over the floor, which caused us to cancel our thanksgiving was a emergency yet more then 24 hours later there is still no one out here to fix or inspect it. I was told someone would be out here between 8-5 today. The company you scheduled will not answer and phone calls from your company or from me which means he is not showing up. A "manager" named Kimberly if that is even her real name stated that this was a emergency, and she would contact us back ASAP but that was 3 hours ago, and no call back we must really be import to you as a "emergency" customer. She also said we would be out on a list to find someone ourselfs to repair it and they would contact us back. Well we had no trouble at all to find a actual professional to do it. Not really surprised just required making a phone call. Now that we found someone we can not get a hold of this manager "Kimberly" coincidence I think not. We where also given "Kimberly's" direct extension, but was told by multiple people that they can not contact her and that there are no notes at all about this situation. While trying to contact "Kimberly" your agent stated that she can not be contacted even though she gave us her direct extension, and that someone would contact me in the next 24 hours from when that phone call was placed. Which would make this 72 hours with no hot water or gas to my stove. Which again your agents and manager "Kimberly" stated was a emergency. I'm just glad your company doesn't handle 911 emergency calls. So my question is why waste everyone time with the run around? Just tell people From the start that this company is a scam, and will not fix or replace anything and your best bet is to find your own help to fix or replace anything you have a concern about. I honestly will be reporting this to anyone that will listen to ensure that anyone I even meet or talk to will never use your company. I also will be reporting this to BBB because other people need to be protected from your company. Your people are aweful, and have no interest in helping anyone. The lady I talk to yesterday put me on hold multiple times to answer her cell phone which I could hear ringing in the background multiple times, because that was more important than helping the customer, the job that is paying her so she pay her cell phone bill and talk on while she puts customers on hold.
Horrible!! I've been waiting for over a month to get my money from an appliance. I was "guaranteed" it would be here by October 15. I've made numerous calls and have been told that the check was mailed out, not yet mailed, escalated, mailed, and then again, not yet mailed. To get a manager to call you back is next to impossible. I was again promised that I would receive my check by the latest, today. Surprise, no check. I called. After almost an hour on the phone, my $2,000 check was not even mailed. They once again escalated my claim and supposedly a supervisor will call me tomorrow. The whole process is beyond frustrating. When my appliance broke, they gave me one option that had different measurements. Since their one option didn't fit, they told me I had to take the claim money. Save yourself months of aggravation and go to another company.
Nothing but good experiences. I've had multiple claims and all were repaired quickly and efficiently. That last claim was a broken 12 year old GE Profile microwave. They replaced it with a brand new GE Profile- installed and hauled away old one. Couldn't be better.
Your company is a shame! When I got my policy over three years ago I asked the agent what was covered and what wasn't. I paid extra for services and when I needed that additional coverage I was denied. The situation is this, I had a routine inspection of my septic system (that I paid extra to be covered) and the inspection showed issues. I called your company for coverage and your company could not send a vendor our in a timely manner so I was informed that I could use a third party vendor for these repairs. I was told to submit a paid invoice with the details of the repairs and that I would be covered. After 3 months I finally got denied without so much as an email or phone call to tell me I was denied. When I called the agent "could not make heads or tails of the gibberish written in the notes". From start to finish your team has been nothing but unprofessional, uninformed, and not helpfull. I paid your company every month for what? To be denied when I needed to be covered. As a result I am out 3000 that I was told would be covered and I will be forwarding these comments as well as the email correspondence to every real estate agent I can find, posting it on every social media site I can find. So the your customers and future customers will be informed on the lack of service that your company (HMS or Cinch) provides and not to get caught up in the lies.
is there a corporate office to call?
Terrible customer service. Tried to cancel policy and was told I couldn't without paying 300.00 for services that were covered. Terrible company do not buy policy they tell you , you can cancel at anytime. I paid for 6 months used service once paid 99.00 but they won't cancel without charging another 300.00. Never again will I recommend this company
The worst place
I feel your pain! I have been trying to get my boiler repaired since April 15th, it is now AUGUST 23RD. Three providers... The Sears guy they sent 1st was totally incompetent, then the next guy East Coast Mechanical has strung me along since May 3rd... OMG WORST COMPANY EVER!
This is the worst company! I had an emergency where I had NO WATER in my house. The provider they placed on the job simply no longer was in business! They had no other providers in my area. It took them 3 weeks to finally allow me to get an outside provider. They then proceeded to harass this plumber left and right about the cost, his methods, the timing, you name it! He finally was able to do the job that took all of 15 minutes. They had him on the phone for at least an hour!
Then it took me 8 WEEKS!!! That's 2 months! To get reimbursed... What an absolute joke of a company!
Watch out for this company... they will charge renewal fee to your credit card without notifying you. I did not renew my home warranty two years ago and noticed a renewal fee charged to my card a day ago. I quickly notified my bank and disputed the fee.
By far this is the worst experience, my AC broke down during a heat wave, and till now haven't got fixed yet, I just can't understand why it is so hard to approve the job. Why they need to send three different providers to look at it?, I don't know what to do and how long I have to wait, I have been paying them for 5 years, and when I have an emergency they never help at all. They should be out of this business.
Any able to reach corporate office to make a complaint? The number above is not for them....