HMS Home Warranty / HMS National / Cinch Home Services
Reviews and Complaints

I have been without air for almost 2 weeks, the hottest month of the year. I called hms, placed the claim, told them my thermostat is reading 87 degrees, the soonest they could get someone out was tuesday (4 days later)! Since I didn't have a choice, I suffered. The contractor came out, looked at ac unit, took measurements and such, told me he would text me when he sent paperwork to hms. That evening, I received a text from the contractor that the information was sent... 2 days later still nothing from hms. I called hms after speaking in detail of problem was told prices were needed for parts. I requested a manager, and was told the same thing, that the claim was sitting in authorization waiting on contractor to contact them. I explained that my home had been over 87 degrees on a daily basis, to the fact that my makeup was melting! Manager said she would contact the contractor and connect him directly to authorizations so he could verbally give them the information needed and once that was done, the claim would be processed. She told me the claim would be expedited and not to look for anything happening before weekend, as the parts still had to be ordered and this was on a thursday! Trusting that the contractor called them back and spoke with authorizations and the claim was expedited (stupid me)... I waited until monday morning.. Now highly upset, as I have not received any call from hms, I phoned them again.. This time I was told they were unsure of the holdup, then a minute later told me that the pricing information was still needed and in addition they needed to know if hms or the contractor would be purchasing the parts (while the hms representative was speaking on what she needed, I sent a text to the contractor). When hanging up from hms, the repairman responded to my text and sent me screenshots of his computer showing where he gave them all of that information on the same day he came out to my home! So now furious, I called hms again and immediately asked for a manager. The customer service rep still wanted to look into the account to see what was going on and when she began asking questions.. I simply stated I needed a manager. Took 15 minutes for a manager, I again explained entire situation and what had been going on. This time... I was told "yes the prices were originally received but, the contractor did not select the status of the order! (are you serious!) she then told me she"selected the status option of order in progress" and will expedite the claim to the authorization manager and mark it urgent and that once the information was received she would call me back at the latest tomorrow.

This is totally unacceptable. I have been waiting for nearly 2 weeks and am not feeling any sense of urgency from this company to resolve my failing ac unit!

The reason that I now am filing a complaint is because this happened to me in december, my furnace went out and I was in a home that was 35 degrees for over 3 weeks and at that time I was getting hung up on by customer service and given the run around. Enough is enough and I will be writing the ceo and coo tomorrow morning! I paid my renewal fees in full at the time of renewal, not making monthly payments, but when I have an issue... An urgent issue, this company takes their sweet time with repairs!

Dealing with HMS was hands down the worst customer service experience I've had in my life! My family was without AC for 28 days in the month of June (we were in a heatwave) due to their delays, negligence, bold face lies and horrible customer service. (but of course they continued to charge my credit card for the monthly service fee of $59.99) The only reason I heard back from anyone was because I complained on Twitter! Yes, social media. - HMS actually blocked me shortly there after, but that doesn't stop me from tagging them or tweeting about them. Anyone I can save from this nightmare, is a win for me! Here is the actual email I sent to them, labeled "Presidential Complaint' - to date, I've only heard back from their E-Relations rep, Austin — not a Director or someone in charge, like I've repeatedly asked for. Its crazy, they admit fault, delays and errors... but are unwilling to do more than say"sorry"and give me my deductible and cost of the window unit I had to pay for an install. I've spent hours on the phone (at least 8) being lied too, hung up on, transferred, got the run around, and not ever getting a call back from management as I've requested at least 4 times. This Austin, has a rolling extension so that if you call back to reach him... the call goes no where? How is that service?"'My AC stopped working, 5/27/2018 - the actual temperature that day was 101°. Inside my house it was 90°. I called HMS and set up a claim. Rep was friendly, helpful. Gave me the info for the service provider. The appt was scheduled for Fri 6/1. I understood it was a busy time. He actually called and was able to come a day early - Thurs 5/31. Compressor was shot, need a new AC. He sent the paperwork over to HMS. I called them Sat 6/2, HMS didn't have the report. The rep checked my policy as I expressed concern with the upcoming forecast of almost record breaking high temps. She advised that my policy didn't have hotel coverage, granted - I don't ever recall that being offered. I asked about the claim process, I was told it could take a few days. So I was told to call back Monday and to check my emails. I gave them an extra day and I called Tues 6/5. They confirmed receipt of the service order (6/4) and that it's in research. I called back Wed 6/6- Talked to a guy, I didnt catch his name, but he was less than friendly and I felt like I was getting the run around. He puts me on hold comes back after awhile and says "it was approved and a replacement AC would he delivered 6/21" I was happy to hear it was approved, but 6/21 felt like forever... because of his lack of service - I was insistent on speaking to a supervisor - I was blind transferred to a Case Manager named Tasha. I had to start over and give all of my info to her. When I asked her who had transferred me over to her, she replied "the rep that you were just talking too" - To which I responded "Duh, but what is his name, so I can include it in my complaint with the BBB and Yelp. She told me she didn't know where the call came from or who it was that I had talked too...? So, I moved onto my AC issue. She looked me up and proceed to tell me that"the claim was still in research" — nothing was approved. Their customer service rep had bold faced lies to get me off of the phone. I was livid. She offered to change the status of my claim to"Emergency"so it would be expedited. I explained to her that they have a disclaimer message advising that"all calls are recorded for quality assurance"I wanted the call pulled, reviewed and a call back from a supervisor with an explanation. Not getting his name was a mistake, lesson learned! Never got that call — I called back the same day, still 6/6 after 3pm CST. At the very start, I explained this was an escalated issue and that I needed to speak with a Case manager. I then talked to Janay, then transferred to Marissa, and then to a Quinten - he actually hung up on me. I called back and spoke with a Keisha who was blatantly disrespectful and rude. She argued with me to the point I was snarky. She said she needed a reason to transfer me to a CM. I told her it was her lack of customer service, her tone and the fact she kept talking over me. Surprisingly she did transfer me to a CM, Beth (Elizabeth)- she was helpful. I explained it all to her - that my 6 year old has pulmonary/breathing issues and has 4 different prescriptions she takes including daily breathing treatments... she then elevated my claim to a from emergency to MEDICAL EMERGENCY - she was also going to email claims since the status was now escalated. To get it expedited. She said she would be leaving notes on my file so that the CSRs could see the situation and all of the issues. It's the next day, no email, no calls from HMS - so I call again, 6/7 - Start with a Mary, then transferred to a Jerry, he hung up on me (2nd time it happened) - called back, got a Jill, then a Caitlyn who had me on hold forever. I wanted a supervisor - I was beyond done. All she kept saying was that she couldn't reach her supervisor, or a casemanger, or anyone that deals with escalations. She also let me know that she would have to submit an exception to her manager because my call was so long, it was messing up her average handle time! I was baffled, how is that my problem or concern? It's not my fault she couldn't reach anyone, and when I asked for the chain of command - she had no clue. I asked for supervisors, managers, directors, even the exec VP, CEO, CFO! By this time I was online, researching their company and I was name dropping. I said to throw my name and # on her email and tell them I needed someone to call me ASAP.in my research. I found HMS home warranty has parent company Cross Country Home Services, found a press release with their media relations guy Danny Jovic, called him [protected]. Got his VM, opted out, tried to dial by name, Steven Upshaw, Joseph Incandela, Douglas Stein, Joel Steigelfest, Sandra Finn, Tami Thraum... no luck. Unsure if they've had changes in their organization so I hit zero for the operator. Explained to her my issue. She transferred me to a Lori Singleton. Said she normally deals with agents not homeowners but she would follow this through and keep me in the loop. Her emails generally get a pretty rapid response. My case was still in research, they are processed in the order they are received, but it had priority. She said I'd hear back from her, today or tomorrow - she threw in a lot of the feel good phrases that make you feel better, but she never called me back (2nd time) Now its 6/8 - no calls or emails - I talk to a Jolie who transfers me to a Danskey. I argued with him for 17 minutes, he put me on hold, out right refused to transfer me, I started out nice, but it was fading, fast. A CSR shouldn't antagonize and try to start conflict. He was argumentative and just plain nasty. He had information on the offer, but after being flat out lied too, not having my calls returned and by this time spending HOURS on the phone on this pointless merry-go-round... I wanted to speak with someone higher up. I wanted to address my concerns with their lack of customer service. So, Instead of putting me through to the Case Management team, he just sent me back to the queue... then got a ShellyAnn. It was more of the same, que the clown car music - she finally transfers me to CM named Paulisha. I told her that I wanted a contact number to register my complaints with this whole process - she gave me [protected]@cchs - She then explains the offer, I tried to write down all of the"not covered charges and services"so I asked her to send it in an email so I could read all of the fine print and understand. I've worked in the insurance industry for over 12 years, I get it. Policy limitations, exclusions, contract verbiage... ect. she said it'd take about 30 min to get the email. Surprise, guess what, it didn't come. I called back an hour later to accept (still the same day Friday 6/8) my family's been without AC for 13 days now. We've had temps in the high 90's -100°- the temp in my house was 85-90°. I've got 3 kids and 2 dogs... I needed it fixed so I had no choice but to call back. I spoke with a Melissa 6/8 @2:33 PM CST. I gave her verbal acceptance of the offer, she would send the notice, so they'd place the order. I also told her Paulisha's email didn't come through, she said she'd have it resent. But, I felt like finally, there was a light at the end of the tunnel. This nightmare would be over soon. (Side note, the email didn't come until 6/12 - 4 days later) The nightmare is not even close to done... its now Thursday 6/14. It's been almost a week since I accepted. I call the service provider, to see if we can set up a time for the install. They dont have anything in the portal. They tell me to call HMS. So, here we go again. I call talk to a Tracey, give the whole rundown. I asked her for an ETA, a time frame of how long it takes from when I accept to when it's actually ordered. Her exact reply was"I couldn't tell ya, depends on when they get around to ordering it" — let me say at this point, I'm BOILING! In the business world, when is this ever an acceptable answer to give anyone? I couldn't believe it. She gave me excuses, depends on the work level, I need to be patient - blah blah blah. Finally, she said she was going"to try and get it pushed to purchasing"I was on hold forever, she checked back in... its going to be whole do you want to keep waiting - uh YUP, sure do! I felt like, get them on the phone and give me some answers. Finally, she comes back (30 minutes have passed) and says shes transferring me to a Shevy... but wouldn't tell me the department she worked in, (I asked specifically) she said that Shevy will tell me when she comes on the line. Now Shevy Conway is the Supervisor of Case Mgmt! You heard right people, without even asking, without a million transfers, bad attitudes and smart mouthed CSRs, I'm on the phone with the Supervisor of the CM department. Wow! So..., she's pleasant, reviews my notes, I complain a bit, she listens - then she proceeds to hit me with it — "she was going to go ahead and be honest with me, when I called last week 6/8, Melissa was supposed to create an exception request (The exact term was - TSS Order Exception) - however she did not follow through and the AC was NEVER ordered! I've been waiting a week for nothing! Absolutely NOTHING! The only reason I found this out was because I called back to follow up, an if I would of taken Tracey's lame excuse, I'd STILL be waiting — for nothing. How is it that they have call centers in 3 States, IA, SC and GA... they service millions of homeowners and tens of thousands of real estate professionals but I cant get a honest answer, return call, the slightest bit of empathy, respect or anyone to show accountability?!?! All I hear is that they are sorry. So, on the phone for an hour again. Shevy did do her part on. Got the Purchase Order # so she could email it to purchasing. (She emailed me a copy) I asked again where to send complaints and she gave me a different email than Paulisha did. She said they should go to [protected]@cchs While on the phone there was confusion with how the service provider gets the unit, so I called them up and confirmed it needed to be delivered to them. I couldn't afford any more delays. I told her I needed a call back from HMS/CCHS. Someone to review my file, pull calls, follow up internally and call me back to help me understand how this happens and tell me what they are going to do to fix it... this has been the absolute hands down worst experience that I've had In my entire life. She said she'd put in the request and that it takes 24-72 hours.. Well that was Thursday 6/14 and it's now Tuesday 6/19. Times up. How is is even possible to have so many hands drop the ball, only to be saved by an Elizabeth, Lori or Shevy BUT then you drop the ball again. It's like you dont even care. As long as your taking the premiums, you treat your customers like garbage. I feel like a hostage. This warranty was included with the purchase of my home. Ive been here almost 3 years, I continued the service because it gave me piece of mind. I even upgraded my policy to include extras with the water, sewers, and/or power lines. I felt prepared and protected from the unexpected. But — I had never had any major issues. This is my first one and HMS/CCHS you've failed me, I mean an Epic Failure! Today is 6/19 — my family's been without AC for 24 (Twenty Four!) You take my premiums every single month and yet I'm left waiting. I've been lied too, hung up on, bullied and 24 days later, I'm still waiting. I've spent hours on the phone because I can't actually get any of your employees to do their jobs. There's 1 exception - Shevy Conway - shes the only person thus far that's done her job and done it well. You all need more Shevys and zero Danskeys, Tashas, Caitlyns, Jerry's, Lori's, Keishas, Quintons, ShellyAnns, Melissa's, Traceys, & Paulishas. If I'm paying the premium and spending my time, on the phone, following up making sure you're doing you're jobs... what would you say it is, ya do here? I haven't yelled or used any profanity in any of my conversations. I've remained professional. I do not deserve this treatment. I'm a single Mom. I work, 3 kids, 2 dogs. Our every day life as we know it stopped 5/27- I'll give you some insight. Average day, we get up, get ready/dressed, feed the kids & the dogs. Let them play for a bit, before your off to work and the kids school/camp/summer programming, drop them off. Then You work all day, 8-9 hours, then your off work, and you repeat the routine, pick up the kids, get home, let the dogs out, dinner for the kids & feed the dogs. Laundry, groceries, TV, activities if any depending on the day - then its bed time. Shower up and to bed... ok — but now It's 90 Degrees inside your house. How do you get up, when you couldn't sleep because its uncomfortably hot, you peel yourself out of bed and wake the kids, who didn't sleep either, try to get them ready, the dogs are miserable also, no appetite. Now breakfast... something easy and preferably cold. All ready, well as ready as you're gonna be and off ya go, its hotter and more muggy outside but you gotta get to work. 8-9 hours later works over, pick up the kids, get home, let the dogs out, now what... dinner... where you cant leave your fridge open too long because you worry the milk will go bad. The evaporation pan under the freezer cant keep up and there's a constant pool of water on the floor. Even the Popsicle's are soft, not all the way frozen. But the kids have to eat, there's food in there, but you don't even have the energy to stand in the kitchen and sweat at the stove making dinner, in a sauna. That's exactly what it feels like. And Even after the cold showers, you're all still hot. So you buy a window AC unit hoping for a little bit of relief. Not much, but if you position the vents and the 4 fans that you have running constantly (not to mention the ceiling fans) close the bedroom doors and have the kids sleep on the couches in the living room... it can get down to about 81-83°at night - which undoubtedly is the only reason my dogs are alive today and haven't died of heat stroke. So now there's cost, had to buy a window AC unit to survive close to record setting temps in NE, a massive increase in the electric bill, window AC runs all day, plus 4 fans, fridge/freezer are working harder to maintain temperature, plus the water bill b/c the cold showers help and you need to take more than one a day, and you turn the sprinkler on to cool off the kids and the dogs, plus extra expense feeding the kids, b/c you cant even Use Your Own Kitchen. This has been my life, our lives for 24 days, and still counting. How can you put value on mental stress or mental anguish, not being able focus or relax. Always worrying something else is going to go wrong, worried my 6yr old is going to have a flare up, trying to hear her breathe over the noise of all of the fans that are running to see if shes struggling. Wasting hours an hours on the phone - so much so that its negatively affected my job performance! I've gotta keep it together for my kids, I'm all they've got an after the last 24 days dealing with your company - I've been ready to break down, but I refuse to be bullied. This just doesn't make sense. And will somebody please tell me what ever happened to the Medical Emergency Status? Your employee Melissa, didn't even put the request through, and then a week later your employee Tracey couldn't even figure out that it was never ordered? It's an emergency, wheres the urgency, why isn't anyone helping me, why is no one listening? I have paid my premiums automatically electronically every single month. I've played your games, I've followed your rules and I've jumped through your hoops. Now its time for HMS/CCHS to follow through an practice what you preach on your website. Deliver the a product and service that I've paid for. Take this email up whatever corporate ladder/chain that you have to follow. I'm done playing your games. I demand to be compensated due to your employees/companies negligence, willful disregard, and blatant disrespect. No one deserves to be treated this way. — To Which - Austin replied — I greatly appreciate the opportunity to address your concerns. Thank you again for taking my call today so we can come up with some sort of resolution for you and your family. I did get a chance with my supervisor before she left and we are able to provide the reimbursement for your portable ac unit. We have also reimbursed your $100.00 deductible as a courtesy for the extensive delays on our behalf. These will come in two separate checks. One will be processed for the deductible in the amount of $100.00 and the other check for the portable unit reimbursement in the amount of $120.00. Please let me know as soon as you have an install date, the next day I will allow the unit to work over night and allow around 24 hours for your home to be completely cooled down before I reach back out Again, thank you so much for letting me assist you personally, if you have any questions, please email me or call me directly no matter what issue you are experiencing and either, myself or someone from my team will be there to assist you. — — My reply to Austin — I wanted to start with thanking you for reaching out to me yesterday and openly discussing the issues associated with your company. However, I feel like there is additional review and consideration required on your part (HMS)., Honestly, I dont feel that you've fully grasped the depravity of the situation. I think it would also be helpful to pull the calls that were taken and hear the treatment I was repeatedly subjected too over the course of several weeks. (Note, This is not the first time i've asked for this to take place) Day after day I was put through the wringer and bullied. They refused to help me, refused to transfer me. Kept me on the phone for purely for their own enjoyment. Like they sincerely enjoyed harassing me.in our conversation yesterday you mentioned that with claims that are flagged as Medical Emergencies, hotel accommodations are offered... my claim was elevated to this status by Elizabeth (Beth) on June 6th, but there was no mention of this, no offer made.? In the 6 other phone calls made after June 6th - where I had spoken with 8 call center representatives (CSRs) and 3 other Case Mangers (CMs) - still, no offer for a hotel. 5 days elapsed before my claim was out of research, and an offer was made, and 7 days passed after I accepted the offer - before my unit was actually ordered. This additional delay was due to CSR Melissa not submitting the TSS order exception. Her negligence was only discovered because I called back on June 14th to check the status. I spent an hour on the phone that day - started out talking to Tracey, who's exact reply was "whenever they get around to ordering it" only because that answer was unacceptable, I pushed further and stayed on the line, did she transfer me to CM supervisor Shevy Conway and she put the order request through. Let's talk numbers.in total I've spent: - At least 6 hours on the phone - while at work because your CM department is only available during business hours. - made at least 11 phone calls - spoken with at least 20 CRS - spoken with 7 Case managers - Been hung up on 2 times - lied to and told it was approved (6/6 by the CSR who transferred me to Tasha, but didnt document your system) - Been transferred unecessarily back to the CSR queue 3 times. - Spent 23 days without AC - (5/27 to 6/19 - when the service company finally received the unit) in sweltering heat, 15 of these days the temperature was over 90°. - I spent $116 (plus tax) on a window AC unit. - I spent over an hour installing the unit, by myself. - Ive had 4 fans (borrowed) and a 1 dehumidifier running 24/7 to try and make my house livable for myself, 3 kids and 2 dogs. My utility bills are substantially higher because of this. - I spent a large chunk of time creating a complaint email outlining the issues and horrible treatment inflicted on my by HMS employees. I then sent 4 emails on June 19th - labeled Presidential complaint... 1 to [protected]@cchs, 1 to [protected]@cchs and 1 to Shevy Conway because my first email to the customer complaints came back undeliverable - I had asked her to confirm the email address she gave me. She did not reply. — No one replied — - requested 4 call backs in regards to this situation and have received zero. If I accepted the answers provided by your CSRs, your front line, the people you pay to assist ME, the homeowner, the customer. I'd still have no AC. My claim would be floating in La-la land. How is this fair an ethical treatment of a "valued customer?" I'm a single mother, trying to do my best at keeping my sanity in a situation where I have no control, no options, no help... Our day to day lives have to continue to survive and I did my best make it bearable, but in the meantime — I'm being held hostage by your company because NO ONE will help me. NO ONE will do their job, at every corner, the ball is dropped and just when I think someone sees that this is utterly outrageous and unacceptable... the ball gets dropped again! To know that - We (My 3 kids, 2 dogs and myself) spent FOURTEEN unnecessary days living in a house that was 88-90°... because your employees did not follow your company protocol for MEDICAL EMERGENCIES cases and offer us hotel accommodations is just inhumane and unjustifable. Your offer of a "$100 reimbursement of my deductible for your extensive delays & $120 for the AC window unit" was insulting. My time, my family's time has value. Please have your supervisor re-read my presidential complaint email, pull the phone calls taken in reference to my claim, if there are any questions - please feel free to reach out to me. Above I broke down the numbers in the hopes that you'd understand. They attempted to install the unit today. Apparently, at the first visit, the service provider missed that there were also issues with the Motherboard and thermostat... so I still have NO AC. They said they will be updating the portal and sending the info over to HMS. Please, let's not forget - The only reason I was able to speak with you Austin, was b/c of my Tweets! I had exhausted every other option I'd been given and went to social media... AND even though I was blocked by HMS, it doesn't stop me from tweeting - as you could see from my tweets - I'm pretty good at it. Undoubtedly HMS pays several thousand dollars monthly to Google and other social media applications for marketing/advertising. I'd like to remind you that I only agreed to stop tweeting and delete my previous messages IF we came to an amicable agreement... that hasn't happened yet, but I'll give you another try. You guys need to set up a meeting and figure out your bottom line, mine has a lot more zeros in it. Maybe you should dip into your E&O Insurance, as this was your error. (I told you, I work in the Insurance Industry - we're in the top 5 of the large insurance companies) — Yet again — the reply from Austin — We do apologize for the major inconvenience your family has experienced with not having any air conditioning. When we do place your claim under a medical emergency we do offer a portable unit, in your case you had already purchased one so we did offer you the $120 reimbursement for that purchase. Also as another customer service gesture we refunded your $100 deductible back to you. That is the maximum amount we are able to authorize for the total reimbursement of $220.00. It is never our policy to ever hang up on our homeowner's other than excessive profanity being used (which was not the issue in your case). Lodging for medical emergency claims is only offered if you have the coverage for it in your policy it does come at an additional charge when you sign up for the warranty. I understand the $220.00 we have reimbursed to you is not the outcome you were hoping for, however that is the maximum amount we can offer to you. — My reply was short and sweet — Yet again, still no resolution... no satisfaction, no accountability. This is still the deplorable service I've come to expect.in addition to that, I cant even call you, its like your extension is changed after every claim... to keep people from reaching you. Cycle it out to silence the customers... unbelievable! — Austin emailed me a few days later — I have communicated with other members of our leadership department and have come to a unified decision of 6 months of credit/payments to your existing contract. There will not be any other monetary offer available. I know this isn't the offer you were hoping for; however we are confident in this decision. Please let me know if you have any other questions. — my reply to Austin — I'm glad you reached out to the members of your leadership team and that you've reached a unified decision as to how to compensate me for your companies repeated errors, blunders, mistreatment, delays and exceptionally poor customer service. You are 100% correct that this offer doesn't even come close to what I was looking for. As I've pondered your offer, it actually brings up more questions. What changes has HMS implemented to prevent this situation from happening in the future? What - if any - additional training, education or consequences have any of your representatives received in reference to this situation? Why would I want to continue a business relationship with a company who at ever turn (except Shevy Conway) made it perfectly clear that I, your customer, do not matter, you do not care, you will waste my time, treat me poorly, provide inadequate and substandard service ALL while taking my money... It seems to be the norm for you all... just another day. Its apparent that your understaffed, which is why you're probably just looking to fill seats with bodies — a.k. a not picky about who you hire. Those lucky folks probably get about 3-5 days (at the most) of training before they are let loose on the phones - they lack so many of the basic skills required for someone in a CSR position. But they are who your customers deal with on a daily basis, when they are in crisis.. needing help, understanding, empathy... ect. they get fed up and frustrated because it's a high stress job for which they aren't properly trained - and the quit... and so the saga continues. So Austin, I have no doubt your employee turnover is extremely high. After the way I was mistreated and my claim repeatedly mishandled.. I am positive your customer turnover/cancellations is also high. I've been a customer one month shy of 3 years. You've made it exceptionally clear where you stand. I request that a check be sent directly to me for the 6 months of premium credit that you've promised in your email below. My address in your file is correct and has not changed. — no reply came, it was almost a week - So I reached out again — Hello again, it's me - extremely disgruntled, angry and dissatisfied customer Leslie, Austin, its been 4 business days since my reply... and I'm still waiting to hear back from you... 6 months at $59.99 = $359.94 — I need to know where my check is... the billing cycle date is is approaching - DO NOT, I repeat - do not charge me again. Gather the members of your leadership team team and put your heads together to get a resolution - quick fast and it a hurry. I have zero patience for your shenanigans. Oh, also - I'm still tweeting #TickTock — — Austin replied back pretty quickly — same day We would not send you a check for the 6 months advance in premiums. We would simply waive your premiums for the next 6 months and we would not charge your credit card on file. This is the only option in regards to your premiums for 6 months. Please let me know if this is something you would still be interested in. — So, as you've come to expect - my reply — was lengthy - sent Thur 07/19 at 10:45am — Austin, Austin, Austin It's almost comical... after the hell I've been through dealing with HMS - why would I continue doing business with a company, who's sole mission is to take my money and leave me holding the bag? You've admitted the errors, delays and problems caused by your company that my family and I have had to endure, but your very best answer is "well give you 6 months free" but the I'd better hope and pray that nothing goes wrong or I'll actually have to call one of your customer service clowns. I didnt cruse or swear, all I did was ask for answers. As any customer stuck in this nightmare would! HMS is a company with ZERO integrity, ZERO accountability, ZERO follow through, you cant get a call back from a supervisor or someone in management, hands down the most UNPROFESSIONAL and untrained customer service representatives I've ever had the misery to experience. Let's not forget, the fact that I couldn't even call you Austin... as your "extension" changes with every issue you address. A rolling extension - how is that service? It's a joke! EVERY time I've had to deal with HMS since the first of June, I feel like I'm on a hidden camera show like Punked or Boiling Point. Or maybe you, Austin, are one of the guys from Impractical Jokers. Because this cant be real life? No company would treat a customer like this!?! But that was my life for the entire month of June. Why on earth would a sain individual such as myself agree to doing that Austin! What type of fool do you take me for? I'm not a glutton for punishing, a sucker for pain. I can assure you, when it comes to customer service - you guys picked the wrong one. I've saved 2 coworkers who were buying houses and guess what they asked... Hey Leslie, what's the name of that horrible home warranty company that screwed you over — I was too happy to oblige - HMS a.k. a Hostage Money Scheme - sadly another friends son already unfortunately has HMS, so I've given her all of your guys' info. Over 50 days with AC problems? Its just outrageous. With that said, let me tell you! My tweets are going amazing. I'm getting really good exposure! Lots of good trending hashtags - my personal favorites are #poorcustomerservice #buyerbeware #BBB #lies #delays #rude #dontdoit #bully #bullied #heatwave #Florida #WatchMeWork Maybe you can explain to your leadershipteam how the # (pound sign) works. My rough estimate was 100 views per tweet, well so far my highest is 681! With just one tweet! Very proud moment! So my original estimation of over 500k views was way too low. As previously stated, 5k tweets is my goal. Its easily attainable - I sent more tweets (9, 000) in a 2 week period voting for UK singer James Arthur, than you have in your ENTIRE time on twitter! So far I've tweeted more about your horrible company than I did about my own appearance on TLCs Long Lost Family! Just to give you some perspective! (I didnt even include FaceBook, Instagram, Yelp and the BBB) There are just a ton of GIFs (I also make my own), hashtags, pictures, statistics, weird facts and dont forget screenshots! Like I said Austin, #IllMakeYouFamous! I've attached one of my favs, but it's only 521 views, but still good. I've wasted enough time dealing with your unfortunate, pathetic excuse for a company. Cancel my service today. Send me written confirmation that's it's been completed as requested. I've got work to do! #TwitterSmarter! Disgruntled, Unhappy, Angry, Fed up, Determined and Dedicated, ~Leslie... I still haven't heard back — so I sent a follow up today. — Why is it, I continually have to reach back out to you for a response Austin? Are you and your leadership team having a Hashtag Awareness Seminar... or maybe you're going over my Twitter history? If so, I wish you would of let me know, I would of updated my profile picture. So, — see my email below... I sent it 7/19 @ 10:45 cst... it's now noon on 7/26 — where is my confirmation of cancellation Austin and/or his leadership team? I did get a pretty comical letter from Kent Hansen, Membership services director (he must not be part of your leadership team) thanking me for being a "valued customer"! You'd think you've would of already had my account flagged to prevent the customer survey emails and renewal letters from going out. I'm also still waiting to hear back from someone, like a director, to reach out to me about my nightmarish experience with your company... to date any of the responses I've received are less than satisfactory... ~ so if you've read this all the way through, I hope you can get a sense of how incredibly frustrating my experience with HMS has been. I would rather pay another company for good, reliable customer service that I can depend on, instead of getting 6 months free with a company that has made it abundantly clear that myself and my family do not matter - If need-be - I can provide the emails to back up everything I've stated above - also, I was very happy with the amount of space Consumer Affairs has allowed - Run from this company faster than you've run from anything in your life — !

Also — I did finally get a reply from Austin, who passed the buck and says I have to call the customer service to cancel... Im confused, because he stated in more than one email that he could assist me... I waited a week for him to just pass the buck. So I just called and talked to a Carmen. — she told me that I would have to pay them $59.99 to cancel? They just offered me 6 months fee, which I declined, but I will have to pay them to cancel? This is a Hostage Money-Making Scheme! (HMS)

Buyer Beware! We filed a claim because our 4 yr old A/C unit didn't work when we turned it on for the first time this year since we just moved into this house in Feb 2018. We waited a week for HMS to send out one of their contractors (he has been amazing and gone above and beyond) however HMS has been dragging their feet. After they approved the compressor replacement they have lied to my husband and myself saying that they shipped the part and it was on our contractor to pick up (it wasn't even ordered!). They have tried to blame him multiple times then they tell him they are waiting on us to approve the disposal fee that we were never contacted about. Once that was done they shipped the part to Georgia (we live in Ohio) and then returned the part because it was never picked up!

They refuse to refund our money or waive any fees due the inconvenience of as of last count 3 weeks of no A/C in 90 degree heat. They told us the part was shipped and would arrive by 6/9/18 and as of today it still is not ordered. We have talked to multiple supervisors (Samantha and Jasmine) who hang up on us "to work on the issue". They promise call us back then when we call back to follow up we are told that it is another dept's job to make outgoing calls and they "can't" call us back. No one will take responsibility for finishing our claim. Meanwhile we are still without air in hot and humid conditions. This company is unethical and immoral. Do NOT buy or renew their product!

The worst company I have ever dealt with. I have a 42 year old air conditioning unit that they are trying to find an [censored] contractor to replace the compressor. Are you kidding? I have been with no air for 2 weeks while these [censored]S go back and forth with contractors telling them they will not replace a compressor in such an old unit. I have a medical condition that requires me to have air conditioning. Have they made any effort to get this done? No! This is the worst company I have ever dealt with and I will make sure I tell EVERYONE I know-or just happen to come in contact with.

This company is a joke ! a few weeks ago we had an issue with our plumbing. There was a clog that just needed to be snaked. I called thursday evening. The automated system was so bad that i could not understand what the order # was which you need for the company that they assign you. We were assigned to d&m mechanical who wouldn't even return our calls to schedule an appointment despite the several messages left on answering machines/voice mail (including their emergency number) ended up contacting another contractor and paying out of pocket $168.00. Now we have a furnace not working and can't get anyone until tomorrow sometime between 8-4. We are in single digits where we live. Unacceptable. If you are considered an emergency and they have no contractors available then you should be allowed to call someone else and they cover it! they even wanted to set us with the same company who never contacted us about the plumbing issue after they told me that they were going to put a note in our file to never use this company for us! finding out quickly that they do not use quality contractors!

I have a home warranty with HMS (contract [protected]) and I called them on Weds 8/30 because my A/C quit working. An HVAC tech came on Fri morning 9/1 and determined compressor was shot. I called HMS at 12:30 in the afternoon on Friday and gave them my authorization to have the unit replaced. They told me they would send a purchase order to the HVAC company to replace the unit that day. As of 12:00 today, Tuesday 9/5, the HVAC company still has not received a PO. Since Sun 9/3 I have spoken with multiple service reps and one supervisor at HMS and was first told they would expedite the PO and then today the supervisor told me they were waiting for the A/C supplier to call them to confirm the unit is available. When I asked why they hadn't done all of that on the previous Friday, the supervisor stated it was because of the holiday weekend. I pointed out I called at 12:30 and asked why they couldn't have placed the order before close of business that day? After a moment of silence she just said she was sorry it didn't happen. I then asked why they couldn't followup with the A/C vendor and she stated they don't do that, so they won't issue the PO to fix my A/C until they get it. The HVAC company here and I both informed HMS the unit was available in town, actually at the distributor across the street from HVAC. We did this on Friday, Sunday, and again today. I got a lot of "we're sorry this is taking so long" and "I can understand what you are going through". No they can't...I live in SW Florida, have been without A/C since last Weds, and my family is trying to sleep each night in a house that is still 91 degrees at midnight! They don't care! With Hurricane Irma heading to FL the chance for me to get my A/C fixed before it strikes is rapidly evaporating and the HVAC company said it would most likely be several weeks to get to me if the storm hits here! All I want is for someone at HMS to put in a little extra effort to make this happen before the hurricane hits! All they tell me is why they can't get done what I've paid them to do for me.

Filed a claim on 8/12 for washer repair and got the contractor details and scheduled the appointment on 8/16 for 5-8 PM the technician showed up on 9.20 PM and checked and told there is a problem with drainage and they have to order the parts and will call you to schedule an appointment once we get the part, took the deductible check and left.
No call received till 8/18. tried calling the contractor - no response - spoke with HMS rep on 8/18 - they told the ETA for the part is 8/23. no call from the contractor till 8/25 - tried contacting the contractor - no response. called the HMS on 8/25 - they also couldn't reach the contractor and she told will escalate the claim and told will call you back tomorrow. no one called till 8/26 - 2 PM. tried calling the contractor - no response - called HMS 1st time - call dropped after going through computer generated questions, 2nd time - spoke with a female rep - very rude - she told will try contacting the contractor, , she put me on hold and hung up after 5 mins - 3rd time - spoke with a male rep - he told he couldn't reach the contractor, he couldn't do anything - requested the rep to connect to manager - he told will write a request to contact you. No one contacted me till 9 PM.
Tired of calling and waiting and arguing with no answers. such a shame for HMS home warranty a national provider - unable to fix a simple washer problem. will not renew the contract..very poor service...

I filed a claim a little over a month after moving into my first home. They were kind & courteous @ first, however I noticed my address was incorrect & asked it be corrected & a claim was filed & I was assured the zip code & city & state had been updated prior to my claim being entered. Well, I contacted the contractor over the next month or so weekly w/ no call back. I called HMS only to be told they could not find my claim that had been submitted. After hours on the phone be rep "stumbled upon" my claim & found that it was stuck under the incorrect address. I was given a new contractor & had contacted him immediately. I was advised over the next month that my claim was covered then by another rep it was not covered & so forth & so on. I had made several more painstaking calls to this company & the reps got increasingly more ignorant per call. I must admit my call on 12/15 was less than professional on my end as I was told time & time again that they once again could not locate my claim! I cancelled the claim on this day...only to be called back several SECONDS later as a courtesy as to why I cancelled! So u won't call when I'm trying to resolve a claim, but when I attempt to cancel ur right on it! Lol what a joke! I ended up reopening the claim & was helped then by a what seemed to be knowledgeable rep named Taneal. This knowledge fell apart when I placed yet another call on 12/29! They again could not find my claim! I called the contractor again & he stated he was not willing to come out due to his new business address was not loaded by HMS therefore any jobs he'd done for them he wasn't going to be reimbursed for. I called again on 12/29 to address this issue in hopes of helping him get pd so he would come out! I was then told that was not my problem & they wanted to report HIM! I advised HE was not the issue! I was then asked what my claim was about...I was not going through this again! My info should have been on MY CLAIM! I again was driven to profanities towards the MOST IGNORANT REP EVER STACEY! My issue is plumbing related, but the contractor stated it could be related to several issues & could not be determined w/o a diagnosis! My initial claim was filed on 10/24 & was "reopened" on 12/15 & is still unresolved! Totally disheartened that the seller was advised to pay for this service when NOTHING IS BEING DONE! On top of that I asked the rep to waive the $100 deductible for the horrible customer service I had encountered over the last 2MONTHS & with no resolution! She said "at this time ma'am I'm not willing to do that for u!" UGH! Then what the hell are they willing to do but waste my time & money & the sellers money on this racket! STAY FAR FAR AWAY FROM THIS WARANTY SERVICE!

Run! Don't walk from this company! Avoid at all costs! My heating boiler died on november 1. I called hms the same day. They said they could get someone out november 11. The weather turned cold on the 5th so I called the 6th and they did get someone out on tuesday the 8th (I had to take a day off - okay). Point to hms. The service company came out and said the boiler was shot and they were recommending an new one. They collected their $100 deductible and turned in their report. I get get a call the next day from hms stating I would have to pay $980 for the retro fitting of the new boiler to the old. Why should I have to pay for this? "well its not covered in the contract" said hms. Most things aren't covered in hms's contract. Now they have me because I need heat. Fine, i'll pay the damn cost, I don't have a choice.

November 18th, the installers can come out but I have to take another day off to babysit. Okay fine. Installers arrive and after about 20 minutes, they come to the realization that hms ordered and shipped the wrong boiler! So the wrong one is packed up and sent back. At this point, i'm fuming and hms can only say "gee, we're really sorry". That was it! I had to call them! They didn't call me at all! I asked for a supervisor, got one once and i'm sure he wasn't and wouldn't send me to his boss! I called on thanksgiving and told them I want to speak to the ceo and was told "he doesn't speak to homeowners". That's the wrong answer because when I submit my emails and letters to 50 states boards of realtors and "60 minutes" i'm sure they will finally want to talk to a homeowner or several! I'm quite certain he enjoyed his thanksgiving in a nice warm house in florida! I'm freezing! I didn't have thanksgiving because I couldn't have people in because I had no heat! I had to heat my home with my fireplace and one space heater. I spent enough money thanks to this con-artist company!

I didn't finally get the correct boiler until december 5th! A third day I had to take off work to babysit the install! When I take off work, my clients suffer! I am a veteran service officer aiding our nation's veterans with finding their federal and local benefits. So all in all, 35 days without heat and all they can say was "sorry"! No, they couldn't even do that! They sent me 4 letters! Four this 35 days span begging me to renew my service with them even going so far as to discount me 20% and tell me how much they have spent on my claims.
35 days without heat, 3 days off work, $1080 I should not have had to spend.

I should probably sue them for total fraud. Something I found interesting is one of these letters (Undated) is stamp signed by doug stein, senior executive. Another form letter dated november 9 is stamp signed douglas stein, president, hms home warranty. One is dated november 16, 2016 stamp signed by harold dukenik membership services director.

This is all after I had a problem with a garbage disposal in the summer. The company who hms sent out, snaked the drain, blew a hole in the pipe, water everywhere. Hms wouldn't pay anything for the pipe saying "sorry, we don't cover pipes" nor would that plumber do anything. It cost me $1, 000 to have it repaired!

This will go to every real estate professional I can find, every board of realtors I can find, every consumer complaint site I can find, 60 minutes, clark howard, maybe even a few attorneys general! Hms won't reply because they don't talk to home owners! They don't even know who is in charge over there! Doug or douglas, or harold even? Is he the pres or just an executive or a frontline customer care agent who tells callers "sorry about your luck!"? Anything I can do to help them go out of business! They don't need to be doing business with customer-noservice since they don't care about their clients anyway!

On October sixteenth 2015 HMS sent a Sears repairman out to fix a tube on the back of my refrigerator that connects to the filter. He cut off an end and reconnected it assuring me the tube was fine and would not break again. On October twenty eighth (12 days later) while I was in Italy I received a call that there was water coming out of my garage. I sent a neighbor in and he shut off the water supply and found my house under three feet of water. Little did I know this was just the beginning of my nightmare! My house had fifty eight thousand dollars damage (mold) and had to be been torn up for three months! When the refrigerator was returned to the kitchen on Friday it no longer turns on. I called HMS and John The Appliance Man came out this morning. He was the only good thing HMS has done so far! He checked my refrigerator and said the mother board was rusty and really could not be sure of what other damage was done because it had been sitting in water. He called HMS and reported it...they said they will not cover the repair or a new refrigerator because they did not approve the initial repair. HMS sent Sears out and it is not my fault that Sears did not get the proper approval to begin with, that is between them and HMS when they come out to the home. They report the repair to be done the home owner is not involved. Now because they sent Sears and Sears did not get approval I do not have a working refrigerator...I have to buy a new one and I have had to try to get through this nightmare. Thank you HMS for sending out the people who destroyed my house...I guess that is what I pay you seventy dollars a month for!

HMS policy was purchased by sellers when we purchased our house our broker recommended a home warranty plan.Moved last part of April filed claim on central ac in May had work order after service person came out took two weeks to get approval and parts.Had to call again first part of August compressor not working blowing hot air, no return call after getting confirmation work order number, called again August 18 did not get return call because no service avalible, asked if same company could service ac came out August 19th, no return call when I called they said repairs denied due to coils needed cleaned had to be done before any further steps taken to fix ac.After coils cleaned HMS consider it to be pre existing or lack of prevenative matinence problem refusing to repair or replace after ac being serviced twice without it being claimed as the problem don't understand how it is preexisting BillieHansell 870-540=6261

Shortly after moving into our new house the first week of June 2015, our ice maker stopped working. I called HMS to place a claim and a few days later Sears came out to inspect it. They determined a faulty valve caused it to malfunction and would submit the information to HMS. Late July I haven't heard one word from HMS so I decide to call to get an update. The customer service representative told me that HMS had decided that since the valve was no longer available that they have given us the option to replace the refrigerator. They gave me Monogram 42" Stainless Steel (model # ZISS420DHSS) and told me to review it on www.GEappliances.com to see if it suited our needs. I reviewed it and called HMS back to say that it was acceptable and to proceed with replacement. 2 days passed and I called to get an update. To my surprise I was then told that my claim was reviewed further and the decision to replace it was an error and that it was being denied due to being a "pre-existing condition." The brochure we were given at closing shows that unknown pre-existing conditions are covered so go figure. The supervisor I spoke to was not helpful and refused to investigate my claim and honor their promise to replace my refrigerator. I have filed complaints with the BBB, the Ohio Attorney General's office and am about to contact local media. If you are thinking about buying an HMS warranty think again. You will get the run around and will never get any large appliance repaired or replaced. Stay away from this company!

I recently had to file a claim for my home warranty on my heater. The service tech came out and had to order a part. The part took 4 days to come in. Then I was called back by the heating company and told my warranty (which I pay almost 500 a year for) will not cover the digital programmable one that I currently have. In order to have that one again there is an additional charge (I already had to pay $100 deductible ). After reviewing my contract, I see that if a product cannot be repaired it will be replaced with a comparable product. How is a builders grade model that they are now offering compare to my digital programmable one? I have called for 2 days straight and I have yet to get a good answer. I feel i am getting the run around! I even asked to speak to a supervisor and I was given the name of Michelle Ware. I was transfered to her and then disconnected. I have called back 3 times asking to speak to her and all 3 times I was given her voicemail! I will be cancelling my contract once my heater is fixed and I want everyone to know how horrible the customer service of HMS is and how shady their warranty contract is.

This home warranty was useless. In June of 2014 I requested service. First they sent a company that didn't service my type of AC unit. Next they sent a company rep. that didn't know how to get the filter off the unit, even though the technician said they worked on these type of units all the time. Then vendor then ignored me for weeks until I e-mailed HMS. HMS assumed the issue had been corrected and had sent me a customer satisfaction survey. REALLY!
After the repairman came out and sprayed some latex type product over the area and left. I was angry and filled in a customer complaint form. A week or so later an HMS customer service rep. called and explained that their repairman was ordering a part and I would be contacted when it came in. This was the middle of August 2014.
Today October 3, 2014 I called HMS to asked them to cancel my contract and issue a refund for the remainder of the contract. They were SORRY about how I'd been treated. They've been SORRY every time I call or e-mail. However they won't refund the remainder of the contract because I've used it. Despite the fact that their vendor did not complete the job and they weren't even aware that the repairs had not been completed. I paid $539 to HMS and have received nothing but a song and dance and a bunch of apologies for my money.

My Maytag dishwasher needed to be replaced and HMS offered us a Hotspot brand dishwasher with "comparable features.” This brand is GE's not for retail line of appliances.

Home Depot and Lowes won't sell them in the stores because of poor quality. When I complained I was offered $321 replacement value for my Maytag dishwasher with multiple nice features. I couldn't find one with comparable features for under $650 not to mention delivery and instillation another $150..

HMS’s rational was they were offering a comparable product… BS.

This is my first year with HMS and would NOT recommend it to anyone.

My other home had AHS for 15 years and they never replaced our appliances with off market brands. I will not be staying with HMS!

My house AC is not working so I called HMS two weeks ago. After 5 days, they gave me an estimate on how much it will cost to fix and my options. I choose to go with HMS to fix the problem:. They promised me to deliver the parts to the contractor's house in 5 days;. 5 days passed, I contact them again and they said that they are going to investigate where the parts are and after I contacted them (they did not reach out to me) again, they told me that it is delayed and the new estimated time would be another 5 days|.

They refuse to give me the reason why it was delayed and gave any assurance the new date will be honored". I am living in the 90s degree for two weeks/. I tried to reach out to the manager who promised to get back to me two days ago:. I have been trying for the last two days and left several messages, still without any call back".

I strongly recommend anyone to find another company for their home warranty.

So I purchased a home in early February. Along with the home purchase purchase process, I went with HMS as a home warranty company. What a huge mistake! The week of May 15th, my AC stopped blowing cool air. I submitted an online claim and was directed to call their designated AC service provider, set up a service call. AC technician arrived at my house and found the problem causing my AC not to function. Apparently a nail had rubbed a hole in our return line somewhere in the wall. No fault of our own, just poorly installed prior to me owning the house. HMS denied our claim aying that the return line is not apart of the AC System. What a crock. You have to have a return line for an AC system to function properly. I went round and round with these scam artists for hours. They would still not honor our warranty. Do not under any circumstances give your money to HMS. If I would have known that I would have saved the money and had money to put towards the out-of-pocket repairs I need to have made to my AC system. When I told them I would send litigation, they female CSR actually laughed and said good luck. Seriously, why are these people still in buisness?

HMW HOme warranty - called when my heating unit is not warming up my house. They said all parts are "working". When below freezing temperatures the unit ran nonstop and the warmest inside is 55 degrees. Theyre guarantee says if item is "unable to perform its designated function" it is repaired/replace. Im quite certain a heating unit that doesn't warm a 1000sf home above 55 degrees and an electric bill is $338 there's a problem. Clearly a scam. I've called the company, emailed, and even sent a picture of 3 different units (condo development) side by side and when all 3 units are running mine is the only one without steam coming out the top and still has ice/snow covering the unit.

As a single woman with 2 small children in my home, I purchased the HMS warranty when recently purchasing my first home. Their literature is very misleading, I thought I was buying peace of mind, but instead have had nothing but TROUBLE with this company. Heat pump has gone out, paid the $100.00 deductible and finally someone came to look at the unit and said it needed to be replaced. Of course, the claim was denied and after several phone calls from myself and my realtor, I was told I could dispute their denial in writing and would hopefully hear something within 60 days. They GOT me- I can not go without heat for the next 2 months in this 20 degree weather so I will have no choice but to repair this myself, out of my pocket, and then if a miracle should happen and they reverse their denial, the unit has been repaired and they do NOT reimburse for repairs! What a SCAM. Very sad and disappointed that a company is allowed to continue to do business like this and take such terrible advantage of people like me. I bought such a warranty just in case something goes wrong, I did not choose the when or why something would go wrong. Now I am out $100.00, am very angry, and know I have been taken advantage of... like thousands of others.. Wish I had read all these bad reviews before purchasing...

Had a $4, 000 GE Monogram fridge, which came with my just purchased home. After 3 service companies and 5 visits (taking all together 5 weeks), finally HMS offered a replacement (some Maytag) or $2, 000 cash. I took the cash and purchases as requested a new fridge and submitted my invoice incl. claim number. Now we have 4 weeks later and no reimbursement so far. I call in twice a day to find out where my check is. The first line support tells me it was cut 4 weeks ago (Wed) and goes out Friday basically saying the check is in the mail for the last 3 weeks. Lie 1. When I ask for the office of the president they tell me the check was never cut. Now I am at a supervisor and I make her type an email promising to mail that check coming Friday. Guess what - no email arrives. They are always calm, courteous, put you on hold to research the case for 10 min at a time, promise you to take care of you but guess what...nothing happens. You have to call them all the time. I guess they are sitting on your money as long as they can as a SOP. My advice: 1. Don't get home warranty if you have high end items as the company will only replace builder grade. 2. Do get it when your appliances turn 5-7 years old - that is when most appliances first break. 3. Make sure you have a low deductible (ideally less than $100). 4. Go with some other firm than HMS. Judging by what I have seen online, they are one of the worst