HMS National Home Warranty Review

Rating: 6.7 / 10 (Very good)
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.

How is HMS National rated?

Breakdown

6/10
Coverage
9/10
Reputation
5/10
Contract & Price
6/10
Claims & Service

Overall Rating: 6.7 / 10 (Very good)

HMS National’s comprehensive appliance coverage and unlimited service are their largest draw. However, HMS National’s BBB rating, $360 starting premium, reasonable service fees, and 30-day service waiting period are all within the industry average.

Coverage

Key Facts

Plan Types
Combo Plan
Benefit Limit Type
Per Item
Typical Systems Benefit Limit
$1,500

Coverage - 6 / 10

HMS Nationa provides exclusively hybrid policies, without a term-level cap, or any sort of cap on appliances. While systems are capped at $1,500, anything labeled as ‘unlimited’ in the home warranty is exceedingly rare. As far as specific coverage goes, their covered systems, appliances, and specialty items are fairly run of the mill.

What does HMS National cover?

Covered Systems

  • Air Conditioning
  • Heating
  • Electrical
  • Plumbing
  • Water Heaters
  • Central Vacuums
  • Smoke Detectors
  • Ductwork
  • Sump Pumps

Covered Appliances

  • Refrigerators
  • Dishwashers
  • Clothes Dryers
  • Clothes Washers
  • Ranges/Ovens/Cooktops
  • Built-in Microwave
  • Trash Compactors

Exclusions

For a full list of HMS National exclusions, check out this page.

Specialty Items

  • Pool/Spa
  • Well Pump
  • Septic

Contract & Price

Contract Details

Annual Premium
Starting at $360
Minimum Contract Length
12 month(s)
Home Inspection Required for Contract?
No
Online Quote/Application

Contract & Price - 5 / 10

Along with an online quote calculator, HMS National offers a 30-day money back guarantee, if the customer is not fully satisfied with the service. Their 12-month, base-level contract has a starting annual premium of $360, and does not require a home inspection before activation.

Sample Contract

HMS National provides a sample contract for potential customers on its website: HMS National Sample Contract

Cancellation Policy

1. You may void this Agreement within thirty (30) days of the coverage effective date for a full refund of the contract fees paid if no claim has been made. The right to void this Agreement as provided in this paragraph is not transferable. A ten (10) percent penalty per month will be added to any refund required under this paragraph, including any accrued penalties, that is not paid or credited within thirty (30) days after termination of this Agreement pursuant to this paragraph. 2. You may cancel this Agreement within thirty (30) days of the coverage effective date if a claim has been made, or at any time thereafter, at which time you may be entitled to a refund of unearned contract fees paid based on the short rate schedule less a processing fee of twenty-five dollars ($25) and less the cost of any services performed pursuant to the Agreement, where permitted by law. If the refund calculation results in you owing us payment for services provided, we may bill you for the lesser of the net amount due to us or the unpaid annual term contract fee. We will bill or charge you any balance owed to us through the same mechanism as any previous installment billings, or we will direct bill you if such a mechanism is not available.

Claims & Service

Claims

Service Fee
$50, $100
Maintenance Records Required for Service?
No
24/7 Claims Department?
Waiting Period
30 days

Contractors & Service

Contractor Selection
In-Network Only
Contractor Network Size
40000

Claims & Service - 6 / 10

HMS National operates a 24/7 claims department, which is always ready to connect customers with one of their 40,000 in-network contractors. In the event of a service visit, only available after their 30-day waiting period, the fee ranges between $50-$100, which is par for the industry.

HMS National Reputation

Company Details

Year Founded
1979
NHSCA Membership
BBB Rating
B
BBB Rating
2
BBB Neutral Reviews
3
BBB Negative Reviews
60
Date Collected
2017-07-21

Reputation - 9 / 10

In addition to being a member of the NHSCA, HMS National is also accredited with the Better Business Bureau. Their B rating, which has been held since 2007, is based on two positive, three neutral, and 60 negative reviews.

Contact & Additional Information

Homepage URL
Company Phone
(954) 835-1900
Headquarters Address
1625 NW 136th Ave Bldg E # 200, Sunrise, FL, 33323
Mailing Address
1625 NW 136th Ave Bldg E # 200, Sunrise, FL, 33323
Year Founded
1979

Top Rated
Our Partner
9.7 / 10
  • Purchase today and save $45 - Limited time offer
  • 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

A
Alyse P
Ashburn, Virginia

4/24/2018
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


M
Marc H
Ashburn, Virginia

4/12/2018
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


J
jack
Richmond, Virginia

2/22/2018
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


S
Stephanie
Kansas City, Missouri

2/19/2018
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


D
DB
Havre de Grace, Maryland

2/6/2018
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.


Z
ZINAB B
Richmond, Virginia

1/6/2018
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


A
Andrea T
Apex, North Carolina

1/3/2018
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


Teresa L
Harrison, Arkansas

12/18/2017
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


Jessica W
Brooklyn, New York

11/17/2017
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


K
Kathy O
Suffolk, Virginia

11/11/2017
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


K
Kathy O
Suffolk, Virginia

10/13/2017
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.


V
Valerie
College Park, Maryland

8/19/2017
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