HMS National Home Warranty Review
16 Customer Comments & Reviews - see all comments
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HMS National is a home warranty provider based out of Fort Lauderdale, Florida. They also offer real estate errors and omissions insurance in order to provide protection against unforeseen circumstances. Their unlimited service guarantee is extraordinary in the industry, and their most positive feature. They are a BBB-accredited company with a B rating.
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16 Customer Comments & Reviews
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TLDR; My air conditioner broke May 4th and I am still in the process of getting it repaired over 1 month later Here are the "highlights" of my experience. * When you call HMS you can expect to be on the phone anywhere from 30-90 minutes for a simple service call. * HMS will only send companies that they have a relationship with and you may not like who they send. They may prove to be incompetent and/or unprofessional * Every HMS customer service rep acts differently. If you have to get service then do not schedule this yourself. Stay on the line til they schedule it for you. I spent 3 days calling a company that never returned my calls. Some service reps say they... Read More
This company is difficult to work with at best. While they offer a deductible that seems reasonable, in fact it is a joke. If after waiting up to an hour on the telephone to speak with a representative, which almost no one has to for, you will most likely get a vague response about your claim. We have been waiting for over 5 weeks for an air conditioner claim to be resolved and the temperature has been at or above 100 degrees several of those days. To top that off, the deductible is a joke...it is supposed to cover the air conditioning replacement at $125.00. If fact, it will cost us over $1500, because they don’t cover things like “hooking up the electricity”, “duct work”, and several... Read More
Not sure why it says Atlanta, GA. This is for Huntsville, AL. HMS is a complete scam and I'd highly recommend staying away from them. It took me over 11 years to realize this (multiple policies at my VA home and my AL home since 2008), but will be cancelling my remaining policy when it expires at the end of August. My family continues to go without air conditioning for a week over a blown compressor, yet despite status calls (they never call us - we have to repeatedly follow up with HMS) we keep being told that their research department is still looking into how to order the correct part. We were told this was filed as an emergency claim (we have two small children), yet we receive... Read More
A/C went out in April. After several attempts to get this issue resolved, we are still without any sort of A/C 2 months later. My husband and myself have been lied to several times. They keep saying the part has been ordered and shipped, but won't provide a tracking number for said part. Our service provider hasn't received the part. We have called the manufacturer whom informed us that the part needed is on back order. Once we found this out, we requested that our unit be replaced, since new units have the part needed to resolve our issue. The supervisor told us that they couldn't replace our unit being that it is only 2 years old. This has become very frustrating having to deal with no... Read More
I have wasted many hours on the phone with multiple staff of HMS. My dishwasher broke in the beginning of December, someone came out and ran diagnostics a week before Christmas..... I didn't hear anything from HMS for a few weeks then called in mid-January to get an update. Their lines were consistently busy with a message saying "our call volume is unusually high, please call back in the evening hours or on the weekend". I called during these alternative hours, and still received this recording. I could not even get through to an individual to tell me what was happening with my claim. I finally received a call in early February and was so pleased to finally hear from HMS--turns out it was... Read More
The People at HMS are completely incompetent. When I filed my complaint I explained the total problem to the woman and she told me she wrote it down on my claim info. She then proceeded to assign a plumber to fix my air switch on the garbage disposal. when the service man arrived, he quickly told me that he does not do air switches. The service man contacted HMS to give them the update, and the service man proceeded to tell me that HMS would be reassigning this job. The second service person just arrived today, he was an electrician and not a plumber, who showed up with a new wall switch. He quickly left my house telling me that an air switch is a plumbing problem and not an electrical... Read More
Something as simple as an icemaker leaking water should be no but HMS has made it a big, expensive problem. Called 'em, almost two months ago, reported it, they could not find my account, had the phone number wrong, couldn't find the contract number, talked to people in the Philippines, some other places and to everyone but people at HMS. Finally got an appointment for someone to look at my icemaker... In "three and a half weeks, between 8 and 12am"... I was here, they didn't come. Called HMS they "assured me someone would be here "between 1 and 5pm"... they didn't come. Called 'em again... "he's running late and will be there soon..." at 7:30pm I called and said "do not come to my... Read More
This was by far the absolute WORST customer experience I've ever had. The staff had no idea what they were talking about, I had to call several different people to get even a unsure answer. I had so many issues with the customer service center, the service repair center, the company I had my work sent out to, and even dealing with supposed "supervisor" was a complete nightmare. My fridge was never fixed, I spent $150 to have people come out through this HMS warranty between our fridge and plumbing, yet neither was fixed. We took off FOUR DAYS to get this taken care of and yet our items are STILL broken. It was a HUGE waste of money, time, and energy. I could have easily spent that money to... Read More
I called them the morning I woke up without a working furnace. Since then, about a dozen calls to customer service. Half those ended with customer service promising to have someone from another department call me back. Not once did I receive a call back. Last call I was transferred to an accounts manager (without asking), who was worse than any of the customer reps I spoke with. The repair man is great, but he has no faith HMS will actually come through. If this would have gone well, I would have been a customer for years. Instead, this will be my first and last claim.
I purchased a home that came with the HMS National Home Warranty. I had heard that home warranties were difficult to deal with and never worth time or money. I should have listened to that advice before spending so much of my time on hold and time away from work for this god awful company! My first issue occurred in June. The AC unit in the attic was leaking due to overflowing condenser. I put in a claim online and received a timeframe of 9am-5pm for the tech to arrive a few days later. So I took a day away from work to wait the entire 9-5. That large of a timeframe is ridiculous in this time and day honestly. The tech arrived around 1pm, wet vacc'd the condenser catcher that... Read More