HMS National Home Warranty Review
12 Customer 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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- Far and away the trusted industry leader
- They have paid out over $1.8 billion in claims in the past 5 years
- Nationwide network of more than 13,000 contractors
- More than 1.7 million customers
- Best reputation in home warranty industry
Latest HMS National Reviews
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
I have made a claim on 12/10/2017 for my microwave/hood non function and since then I have called 11 times and send email 3 times. I had service representative show up and charge me $100.00 since then I never hear from HMS. Every time I call after being on hold for 20 minuets to one hour I am told that my case is under review. I have 6 times requested to speak with supervisor and every time I am told I will receive a call from supervisor I have yet to receive any call back from HMS. Last call I made to the HMS I was told that the parts are more expensive then replacing the unit and it is under review. I was told if I don't want to wait for the review which they don't know how long would... Read More
I filed a claim on 11/24/2017. As of today, 12/18/2017, NO ONE frm this company has returned my call. I have called 3 times to find out the status of either you locating a part or replacing my dishwasher. I ws told on 12/16/2017, tht my claim had been approved for replacement and tht I wld receive a call bk Monday, by noon. I waited until 1 pm to call bk. After being on hold for almost an hr., I ws told I had been misinformed. My claim had not been approved. I waited almost a month ths summer for my fridge/freezer to be repaired. I am always told they are backlogged and behind. Always an excuse as to why I cannot speak to a supervisor and whn I do get a "supervisor" they r rude,... Read More
I have never received customer service as terrible as I have from HMS Home Warranty. Today I waited four hours for a repairman that never came, but that is only the latest incident in my months long saga to get my dishwasher repaired. 1. Every time I call it is at least a 20 minute wait to get someone on the phone. And the only time you can set an appointment is between 8am and 5pm. I work full time and do not have time to sit on the phone for over half an hour during that time to set an appointment. 2. When I finally do have time to sit and wait on the phone to make an appointment it is a 3-4 week wait. 3. The problem was not solved on the first visit. I finally, after over a... Read More
Eight weeks have passed since submitting the claim on 9/13/2017 and it is still not resolved. It has been determined that the control board on the 24" wall oven is bad and that replacement parts are not available. HMS gave two options: 1) a very nice 27" GE wall oven priced at $1899 or 2) $1000. Wall ovens are typically built into a cabinet, as is mine. The 27" wall oven offered would require the cabinet to be rebuilt and the light switch to be moved; HMS won't pay for that. I requested a 24" GE wall oven, that would actually fit the cabinet, priced over $600 less from the website they sent me to. HMS is firm on the two options they gave, the 27" wall oven or the $1000.... Read More
According to the HMS Customer Service center, an appliance should be diagnosed within 72 hours and repaired in 1-5 days. We put in a claim for a wall oven on 9/13/2017. The oven does not heat up; it's non-functional. Sears came out on 10/5/2017 to diagnose the issue. The parts arrived at our home on 10/10/2017. The earliest Sears can return to install the parts is 10/17/2017. We also put in a claim for the dishwasher on 10/6/2017. The lights on the control panel blink; it's non-functional. The earliest Sears can come to diagnose the issue is 10/19/2017. It's apparent that HMS cannot meet the service level expectations.
I received an HMS warranty with the purchase of my house. In the year that I had it, I never had a problem with HMS. Every time I contacted them, their reps were polite, sympathetic, and competent. I think I made 5 claims in my first year, and they never denied one or gave me any type of trouble. The companies that they sent out always did satisfactory work, but didn't seem to follow through with the administrative side of things, often forcing me to contact HMS to have them follow up when an issue required a second visit. When my furnace stopped working in the middle of a very cold January, I had to wait a week and a half for a repair, due in large part to the service provider not... Read More