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2.1 55 Reviews

HMS Home Warranty / HMS National / Cinch Home Services Complaints Summary

15 Resolved
40 Unresolved
Our verdict: When using services from HMS Home Warranty / HMS National / Cinch Home Services with a poor resolution rate, be vigilant. Understand the common pitfalls other customers have faced. Prepare thoroughly for any interactions with their customer service, and consider alternative solutions if your issues are not addressed satisfactorily.
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HMS Home Warranty / HMS National / Cinch Home Services reviews & complaints 55

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1:48 pm EDT
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HMS Home Warranty / HMS National / Cinch Home Services claim denied on a 37 yr old air conditioning unti!

I have a 37 yr old air conditioning unit that has borke down each summer. I have tried not to file a complaint but see if I could get it fixed. This year, I finally filed a complaint. Becasue of a dirty air filter, they are saying it is a lack of maintainence and not due to the unit being 37 years old. The whole reson I bought the warranty 2 or 3 yrs ago was becasue the unit is so old. I cannot control what happened before I bought the house and if they were not going to cover it, they shouldn't have sold me the warranty. They are a joke and I am telling anyone and everyone who asks that they are ridiculous!
I am getting a second opinion today that is independant and contacting a lawyer!

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6:39 am EST
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HMS Home Warranty / HMS National / Cinch Home Services do not use this company

This company never calls the repair company. They leave it for you to deal with. They could care less how long you sit without service. They won't cover what you believe is covered under your policy. They'll offer you different options of coverage such as paying disposal fees for hot water heaters or covering only the cost of the hot water heater and sending you a reimbursement check within 2 weeks - you pay for installation. So what did I pay for home warranty coverage for? I've now sat for almost 2 weeks without a hot water heater. No one cares and no one wants to call you back. Even the service repair contractor plumber! Do not use this company! They stink!

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Tedly
Saint Johns, US
Jan 26, 2013 7:36 pm EST
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Terrible - do not use. We are a property management company and KNOW what service is. We have an owner who bought this service...a nice lady - too bad for her. The renants have a 10 month old baby; we finally just sent out our own repair man and ate the extra charges above what the owner was to pay. Not again though!
Safe your $450.00
Imprint Properties, LLC
google use and see the difference!

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HMS Home Warranty / HMS National / Cinch Home Services cover nothing

We bought a foreclosed home in '08. Our title company, Key Title of Reston, Va., added HMS home insurance into our closing paper the last minute when we closed the house. The charge wasn't listed the day before when we requested a copy of the estimated fees. It turns out that HMS was a total disappointment. We've never received the detailed document as of what're covered and what are not. So basically any problems are subjected to the intepretations of HMS. Few months after we moved in, we noticed some ceiling stains under the upstairs bathroom and called HMS. HMS sent a local company, K&K Plumbing, to check out the problems. The plumber from K&K visually inspected the problems and said that the floor wasn't leveled and the toilet wasn't properly installed. Thus HMS insurance wouldn't cover it. He also recommended us to redo THE ENTIRE bathroom floor. We then called an independent plumber and he said it the floor was fine, no need to redo the entire floor. He removed the toilet, put some cement under the 12x12 tile, changed the flanges and the wax ring and reset the toilet. And the problem was gone! My lessons: Don't buy HMS insurance, and don't use K&K Plumbing in N.Va.

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Little Bobby Tables
, US
Nov 23, 2019 6:16 pm EST
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I found this because (wait for it) K&K came here for an HMS Warranty Claim.

Here's the thing most people don't know. Warranties pay crummy rates to the contractors. They love taking the deductible but they DO NOT WANT the repair to be covered. I once had a $50 washer part reimbursed to the repair guy at $1 and they all ran screaming when they found out what it was. Eventually I found out the story.

In my case, I had a bad wax seal on a toilet and K&K said the subfloor needed to be repaired first. As it happened I was getting my roof done by someone who did subfloor repairs so I did it. Contractor (wonderful reliable honest) said the toilet was rusted out (same leak caused that probably) and what do I want to do?

So I called HMS and told them to send K&K back here.

K&K told me that "HMS won't pay for it. Your contractor removed the toilet" (but I could pay them their normal rate to do the job) which on some level makes sense. I mean if the toilet was damaged, how does HMS know the contractor didn't cause it? But on another, HOW THE FRELL do you repair the subfloor of the bathroom without removing the toilet? It's a total Catch-22.

So I called HMS back to have them tell me this and not K&K.

HMS Called K&K in turn. HMS Tells me that K&K DIDN'T want the job because our contractor removed the toilet".

So HMS is sending out someone else and now you know my story and why home warranty companies, by nature, will have this sort of issue.

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Fish19
, US
Nov 07, 2017 7:14 pm EST
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We had HMS as our home warranty company. We had some plumbing issues less than a month after moving into our new home. K&K Plumbing, instead of contacting me to set up a time they decided to just set up their own time on a date I was not available. When I called to change, the man on the the phone's demeanor was like I was wasting his time and told me I should just cancel the claim. What type of business is this? Rude, disrespectful and not customer friendly. I made sure to tell HMS to NEVER refer us to K&K Plumbing in VA ever again. I would never do business with them based upon this interaction.

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Kingfisher80
, US
Jan 17, 2016 5:51 pm EST

HMS is a predatory, dishonest company. The same goes for K&K plumber, with whom HMS obviously has a shady business relationship benefiting each other. K&K's owner, Mark Kline is dishonest and his company does poor work. Don't believe any lies about experience or service. He sent his son out to our property to replace wax rings on two toilets. After the work was done they forgot to hook the water back up on both toilets. We later discovered that the wax wings and caulk were done incorrectly. We left messages indicating that we wanted the work redone or a refund. That seems fair. We didn't get what we paid for. All of a sudden Mark would not return our phone calls. He had our money. He is a bottom feeder, pure and simple. Home warranty companies only employ the worst of the worst. Buyer beware.

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jayanta sinha
, US
Oct 27, 2015 11:09 am EDT

KK plumbing is a complete ripoff. I called them to remove a blockage in kitchen drain. they said the sink installation, that has worked for over 10 years is all of a sudden wrong.
Thats why they cannot fix the blockage. To remove the blockage they asked for $275, which another plumber who have best reviews on yelp, did for me at $150. I think I will cancel HMS.

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The K&K plumber
chantilly, US
Jan 18, 2013 9:55 am EST

I've worked for K&K plumbing for 6 years now. They are the lowest priced company in VA, they are licensed and insured. And I was the plumber who replaced your toilet sir you agreed to the $325 before the installation and yes we broke the old one and we are sorry about that, but we did clean it up there was a hole cut in the drywall in the garage so we could find the problem. And yes we carried the toilet in the garage for you as you asked. So before anyone reads the miss leading comments above talk to us first because would you rather have some uninsured random guy off the street in your house or would you rather have a master plumber with 25+ years under his belt.

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Phong
, US
Dec 28, 2012 10:16 am EST

I had the same problem with K&K Plumbers, HMS Sent them out the check out a leak on my toilet, they said the toilet seal is bad, when removing the toilet they claim that it the toilet has a crack that was poorly repaired and that they won't remove the toilet do to fear of damaging it further. They convinced me to replace it for $250(that's installation only!), then increased the price to $325 claiming the work was more difficult than expected. DO NOT USE K & K Plumbers, they are are thieves! If any warranty company recommend them then decline it and ask for a different plumbers.

They didn't even clean up after themselves, broke the toilet in my hall way, cut open my dry wall and left all that mess with out cleaning it up at all. Very unprofessional.

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SNO1992
Herndon, US
Oct 28, 2012 1:20 pm EDT

K&K Plumber Sucks. They even don't do any diagnosis and sent report to HMS that toilet/tubs wasn't properly installed. Its a 20 years old house and I can't believe that K&K Plumbers is such a dumb guy and can report such thing. He is the dumbest guy I have ever met in my life.

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mythought
Ale, US
Aug 10, 2011 5:52 pm EDT

Lol! I just put in a claim for a toilet, and K&K is who they referred me to! Oh dear! They are a rip off for sure. The sellers of my house purchased it for me (thank goodness I didn't) and it's been a joke. They have claimed everything is either "not included in the warranty, " or "they only cover mechanical items, " or it's a "pre-existing condition." Stay away from HMS folks, far away!

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HMS Home Warranty / HMS National / Cinch Home Services uncooperative frauds

Three weeks after purchasing our home the washing machine sprung a leak. No problem, like fools we had purchased the hms masterpeace protection plan for $459.00 with $100.00 deductible... We knew the appliances were older.

My wife, who has much more patience than me... Spent two hours on the phone with various incompetent hms employees who assured her that we did not have the masterpeace plan or any other hms warranty. After moving up the food chain she finally found a person who was able to verify our coverage and assigned a local company to come out and inspect our washing machine. The local contractor (south jersey) has many years of experience and took one look at the machine and told us it was gone. Kaput, the replacement parts would be more than the cost of a new washing machine. He said he'd send a report to hms and we should start looking for a new washer.

Imagine our surprise when hms called and said our claim was denied due to a preexisting condition. We argued that we used the washer for three weeks without a problem and their contractor said we needed a replacement. Read the fine print was the reply.. We reserve the right to make all final decisions regardless of what our contractor recommends.

Hms peacemaker is now at war with me and they will live to regret this criminal act. My last stop will be barack obama, but I suspect we'll have this resolved before I have to make their collective lives miserable... The state of new jersey and my local congressman will be my first stop.

If you are considering this scam of a company... Understand this... I am 56 years old and this is the second complaint posting i've ever written in my life...

Hms home warranty is a complete scam... You have been warned... Help me put these thugs in their proper place... Down in the sewer with the rest of the rodents!

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hvactech73
, US
Mar 15, 2014 1:13 am EDT
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Lets be honest here, you got the policy because you heard you can get everything for free and when that doesn't happen, its a lie, they are sewer rats, in actuality you are the rat you got it well knowing what you had and were trying to exploit the system, down the toilet with you, i say

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mythought
Ale, US
Aug 10, 2011 5:49 pm EDT

and 2 years later, things still haven't changed with HMS! The sellers of my house purchased it for me (thank goodness I didn't) and it's been a joke. They have claimed everything is either "not included in the warranty, " or "they only cover mechanical items, " or like you said, "pre-existing condition." Stay away from HMS folks, far away!

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HMS Home Warranty / HMS National / Cinch Home Services aggravated and disappointed

I am a design and maintenance engineer for the united states navy. Part of my responsibilities is application engineering and maintenance of mil spec hvac systems. I have also authored military performance specifications for several hvac systems currently being used in the fleet. Below is my documented experience that I had my lawyer review for a malfunctioning heat pump at my newly purchased home.

12/29/08: after receiving a $1000 electric bill for december, I realized that the house was being heated exclusively with the electric strip backup heat and not the heat pump for almost a month. I called hms to make a claim about my heat pump malfunction. The claim was made with an automated system, which gave me an hvac contractor to call, the deductible amount, amount a claim number. I called alvico hvac and made an appointment for 12/31.

12/31/2008: (because of the large window of time required to wait for the technician to arrive, I choose to have my mother wait for the technician so that I wouldn’t have to miss a day of work. Therefore, the morning events are based on a conversation that I had with the alvico technician on 1/2/2009.) the alvico technician arrived at my home at approximately 8:30am. He inspected my heat pump and found that the high-pressure safety switch had tripped and needed to be reset. He then inspected the evaporator fan air filter and found that it was dirty. He then reset the high-pressure safety switch, and restarted the system without an air filter. He observed the system run for 10 to 15 minutes. He left me a message at my work that the dirty filter had caused the high-pressure safety switch to trip. He left my home 30 minutes later at approx 9:00am. Later that day the temperature in the home became noticeable cold, and I noticed that the backup heat had been activated. I also noticed that the outside unit was not running. I continued to observe the operation of the system for the remainder of that day.

1/1/2009: my observations of the heat pump system had not changed from the day before and the house continues to be noticeably cold, the backup heat was running, and the outside unit was not running. The system continues to operate without an air filter.

1/2/2009: I contacted alvico and spoke with the technician that had serviced my heat pump. He explained his findings to me, and we discussed the dirty filter. I informed him that before I purchased my home in november, a complete servicing was performed on the heat pump as a contingency of my contract, and that I had written documentation that the filter had been cleaned only a month earlier. I asked if he had taken pressure reading as part of his diagnosis. He told me that he did not see the need to hook up any gauges to the unit at that time or attempt any other normal diagnostics. I indicated to him that the heat pump had not been heating properly since he had left and inquired about him returning to continue troubleshooting the system. He admitted that the filter might not have caused the malfunction, since the system had now malfunctioned without an air filter installed. He advised me that he could not return until I requested a recall of my claim with hms and they contact him to return. I immediately called the hms claims department and explained the situation to the claims representative. The claims representative informed me that a report had not yet been submitted by alvico and that hms could not recall the claim until a report had been received. The claims representative made a note on my claim that my heat pump was still malfunctioning and that a recall had been requested. The claims representative stated that I should expect a call from alvico during the following week to set up a return visit.

1/6/2009: after not receiving a call from alvico, I called hms claims and requested the status my recall from the claims representative. The claims representative indicated that the recall had been refused because the problem had been caused by a dirty air filter which was a maintenance issue and not a repair issue. I reiterated my story about the heat pump continuing to malfunction after the filter had been removed, and again requested a recall on my original claim. The claims representative spoke with her supervisor and indicated that the supervisor was not willing to recall the claim, and that I would have to submit a new claim for the same failure, and then pay another $100 deductible to alvico when they arrive to continue troubleshooting the heat pump. I requested to speak with her supervisor.

1/6/2009: later that evening, I received a call back from the hms supervisor. After discussing my concerns, he agreed to recall the claim and have alvico return to continue troubleshooting the malfunctioning heat pump. He warned me that if alvico finds some other maintenance related issue that is causing the heat pump to continue to malfunction that I would be responsible for another $100 deductible paid to alvico.

1/7/2009: I called alvico and set up a service call for 1/9/2009. The alvico representative also warned me that if the technician finds some other maintenance related issue that is causing the heat pump to continue to malfunction that I would be responsible for another $100 deductible. During that day, I noticed squealing and grinding sounds coming from the hvac vents, and the floor in the bedroom and kitchen were rumbling and vibrating.

1/9/2009: I choose to take the day off from work, so I could observe the technician while he diagnosis the problem. A different technician from alvico arrived and asked for details of the problems with the heat pump system. I described for him the sounds that I had heard from the vents and the vibrations that I felt in the floor. The technician indicated that the sound and vibrations are consistent with a failing blower motor. I also described how the heat pump system had been running non-stop but blowing cold air most of the time. The technician attached pressure gauges to the outside unit of the heat pump and started the heat pump system. We both observed a system fault and then the outside unit shut itself down. The technician researched the fault code and found it was an overpressure fault from the high pressure safety cutout switch. The technician’s supervisor called the technician during the diagnostics and requested an update.
(I found out from the technician that his supervisor had performed the original diagnostics at my home.) the technician told his supervisor what he had observed and also what I had mentioned about the blower motor making noises and vibrations. The technician also told his supervisor that he was concerned by the erratic behavior of the pressures and suspected a bad tev (thermostatic expansion valve). The alvico supervisor told the technician that he suspected the dirty air filter to have caused the blower problem and that maybe the system had been overcharged with refrigerant which was causing the system to fault on overpressure. After the call had ended, I discussed with the technician the possibility that the failing blower was not moving a sufficient amount of air to remove the heat from the evaporator coil allowing pressure to build up and eventually tripping the safety cutout switch. He agreed and informed me that even though he was not able to hear the fan noises at the time of his visit, he was going to recommend replacing the blower motor. He also informed me that, on the advice of his supervisor, he was going to remove some refrigerant from the system to relieve pressure that would keep the system from faulting on overpressure and run until the new fan motor arrived. I expressed my concerns that removing some refrigerant without knowing the actual charge in the system may mask the real problem and cause the system to run inefficiently. He agreed and assured me that after the new blower motor was installed the system would be recharged. I requested that he weigh out the charge so that we would have documented evidence of the actual charge before he removes any refrigerant. He told me that he did not bring his scale and could not perform the common task. After some refrigerant was removed, we watched the system run for approx 30 minutes without a fault. I then showed the technician the suspect air filter that his supervisor had removed during the first visit, and asked his opinion about the filter. He agreed that the filter would be considered 100% blocked because no light is able to penetrate the filter, but indicated that 100% blocked does not mean that air cannot pass through the filter. The blocked percentage is an indication of how often a filter is to be cleaned or changed. He agreed that since the filter was a washable black foam core filter with black polyester mesh on both sides, it is very hard to evaluate blockage with the light test. The color and construction of the filter makes it hard for light to permeate even when the filter is clean. He watched as I cleaned the filter with a water hose. After some effort, we were able to see light though most of the surface area of the filter. The technician left and the heat pump continued to run throughout the day and night without fault.

1/14/2009: I received a call from the hms supervisor, and he informed me that the report from alvico for the 1/9 visit indicated the heat pump system had a bad blower motor caused by the dirty air filter, and under my contract hms is not responsible to cover repairs for failures caused by insufficient maintenance. There was no mention of the possibility of a bad tev in the report. I informed the hms supervisor of my profession, and that as part of my job is to maintain and repair hvac systems. I continued by stating that in my professional opinion, since the heat pump system is approximately 13 years old and reaching the end of its serviceable life, that it is common for blower motors to fail after more than 10 years of use. The hms supervisor said that he was not knowledgeable about heat pump systems and had no information about the normal life span of a blower motor. The hms supervisor suggested that hms might want to get a different hvac contractor to inspect the heat pump system to get a second opinion about the blower motor. The hms supervisor informed me that he would call alvico and discuss with both the alvico supervisor and the technician my opinions about the blower motor and call me back later in the day. The hms supervisor called my back later in the evening and said that he was putting together a report about my situation for his supervisor to review. The hms supervisor said that he would call me the next day with the decision of his supervisor as to whether or not hms would pay for the replacement to the heat pump blower motor.

1/15/2009: I received a call from the hms supervisor this afternoon informing me that he was waiting for more information from alvico before he could finish his report. He would call me the next morning after he spoke with alvico with the decision.

1/16/2009: I received a call from the hms supervisor. He informed me that he would approve the blower motor replacement to be covered under my warranty contract based on information he had received from alvico. He continued by saying that he will not cover the blower replacement under the original claim, but instead he had taken the liberty of opening a new claim for this repair. He said that the original claim would be denied for the reason that the heat pump was malfunctioning due to a dirty air filter. The new claim will be approved for the reason that the heat pump is malfunctioning due to a failed blower motor. He also informed me that I would be required to pay alvico an additional $100 deductible for the new claim when they arrive to install the new blower. He also stated that I would have to wait another week to allow hms to locate a refurbished blower motor to supply to alvico for replacement. The hms supervisor also informed me that alvico invoiced hms $700 for the fan replacement and $60 for the original visit for which the hms claim had now been denied. The hms supervisor agreed that since the original claim was denied, the service call should be considered between the alvico and myself, and that I should only be responsible for $60 not $100. I mentioned to the hms supervisor that, from my point of view, it appears that alvico is collecting from the hms customers the full amount of their deductible regardless of what service is performed or whether or not a claim is approved. Since I had never been invoiced for the original visit, I called alvico to request an invoice. (the invoice that I eventually received was for $100, and not the $60 that hms had been invoiced.)

2/6/2009: I again took off the day of work so I could observe the technician. The alvico technician arrived in the morning and did not notify me of his arrival. He let himself into my crawlspace and replaced the blower motor while I was home unaware of his presence. After the replacement was complete, the technician closed up the crawlspace, returned his tools to his truck, and came to my front door to request the additional $100. I complied, and asked him if he replaced the refrigerant that he had removed during his earlier visit. He said that he had not check the refrigerant level, but the system appeared to be running normally and no further checks were necessary. He left immediately. I then went into the crawlspace to inspect his work. I found that he had left his trash and old fan motor lying beside the air handler and did not install all of the screws on the fan cover. The open screw holes were allowing cold outside air to enter the fan section through the screw holes to mix with the warm air used to heat the house. I installed the remaining screws that I found on the ground and cleaned up the trash he had left behind.

I was highly disappointed with both hms and alvico and would not recommend contracting either company in the future. After 6 weeks of arguing and another $1000 electric bill, my heat pump seems to be working. Unfortunately, I cannot replace the two days of work that I would not have needed to miss if the problem had been properly diagnosed during the first visit. At my pay rate, two days of leave is worth $600.in the end, I paid $800 for a $700 repair. I would have saved $100, an unknown amount of electricity, and a lot of headache if I had just called an hvac contractor myself instead of hms.

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Update by Maintenance Engineer
Mar 15, 2014 6:24 am EDT

@hvactech73
Lucky for the HMS? I did discuss with the HMS supervisor the possibility of replacing the heat pump with a new system due to age. His response was that Alvico would have to condemn the system (which they would not) and HMS would find a refurbished unit of the same capacity for Alvico to install. The supervisor also stated that, as a warranty company, they have replaced entire heat pump systems when the repair would be more costly, to HMS, than a replacement system. He continued to say that the systems that they install are the least expensive systems that they can locate. I mentioned to him that an inexpensive heat pump system would most likely be less efficient than my existing system and cost me more from electric usage in the long run. The supervisor agreed. As I stated, I had my lawyer review my experience and the HMS contract. The conclusion of the lawyer was that HMS was acting within the contract and legal action against HMS would most likely be unsuccessful if pursued in court. What I had hoped you took away from my experience was that HMS is not on the side of its customers and that they will side with their contractors if there is a dispute. Also, Alvico is quick to blame the customer for improper maintenance regardless of the situation.

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hvactech73
, US
Mar 15, 2014 12:56 am EDT
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Just out of curiosity, if you know the lifespan of a heat pump to be of a determined age, why use your knowledge you have accumulated over your civilian naval career, to try to exploit the warranty company to replace your heat pump and then to try to get litigation involved? hmm, sounds pretty auspicious to me.

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HMS Home Warranty / HMS National / Cinch Home Services refusal to perform service/coverage

I am sick of being jerked around by hms. They lied to me and said that I had sent a revised address form to them so my renewal form never arrived and by the time that I called them, they said that I had missed the deadline and was no longer covered. When I asked to see this document that they said that I sent and signed, they couldn't produce it because it didn't exsist!
Our dishwasher overflowed. First $100 deductible visit, the plumber couldn't find anything wrong. The 2nd $100 deductible visit, the plumber moved the drainage line. The 3rd visit, the plumber lectured us not using a dishwasher cleansing fluid. The 4th claim and another $100 deductible, I insisted that a different plumber be used. This plumber showed us the drainage hole which had so much build up on it that the water couldn't drain fast enough. Also, he showed us that the drainage line was not positioned correctly and that is the "101" of plumbing for the dishwasher. Mind you, with $400 paid in deductibles, we could have had a new dishwasher installed and our wood floors in our kitchen were now destroyed.
Now we are dealing with the lies from hms on our toilet. We have had 5 visits/$100 deductible each in the past 3 years because a toilet is not working properly. The last two plumbers said that the toilet needs to be replaced but hms said that it was not covered by the policy because in their records, they had that the toilet was "cracked." the plumbers never said that "cracked" crap to us so after many phone calls and being put on hold, a supervisor spoke with the plumbers and low-n-behold, the toilet was not cracked! The supervisor apologized, admitted the error (falsifying documents) and said that a plumber will be out in three days to replace. Surprise, surprise, a plumber never showed up. We called hms and they have no record of the conversation with the supervisor and the approval for the toilet replacement. The agent showed on her document that the toilet was cracked.
The lies and run-around that hms is ridiculous!

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HMS Home Warranty / HMS National / Cinch Home Services ac unit

Hms home warranty is a scam company big time! We bought our townhouse in june/2008. Two months later I get water draing from the ceiling and down the side of the house which is coming from the ac unit in the attic. Called hms and they state I must either wait up to 14 days for them to send someone out to check it or I must call the service company myself and try my luck at getting them over sooner. Of course, being the peak of august, I call the service company and try to get them over asap... Didn't work! Anyway, when the company finally send someone over, the technician states it's too hot in the attic for him and writes in his report that "the problem is the condensation pan which the customers broke themselves"... A little detail on this statement is that we had never been up the attic! He then stated that we had another option, we could pay him one thousand dollars on the side to fix the ac condensation pan or else he would turn in the report stating we broke it. I ordered this man out of my house, threatened to call the police and I immediately called hms to make a formal complaint and inform them that this man was dishonest and wanted our money on the side! Hms' response was even more interesting... They stated that they'd have to wait for the report to come in from the service provider which blew me away and then when they finally did receive it a week later, they stated that we had cracked the ac condensation pan and therefore we were not covered! Well, let me say this... We don't even know what an ac condensation pan looks like or where to find it even if we wanted to break it or fix it! I'm a nurse, I fix people's health and I certainly don't know the first thing about ac units up in the attic! That is why we pay for home warranty! So we don't have to know about ac condensation pans! This company accused me of breaking this when I don't even know what it is! This company was not even worried that their service provider was blackmailing me! This company is dishonest and should be closed down! These people should be put in jail! I cancelled my home warranty and got whatever was left after the fees and charges they decided to put on top of the pro-rated amount! I will never have home warranty again especially with hms... This company specializes in taking your money and then calling you a liar when you put in a claim!

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HMS Home Warranty / HMS National / Cinch Home Services fraudsters and cheaters

I'm not trying to entertain anyone, it is unfortunately real life. Hms sells your home insurance for 1 year after you purchased your home. If you need any coverage for something broken such as (in our case) heating system, you would be fullished by paying their $100 deductible every time they send someone to 'find out' what is wrong. What they really do is getting your money and declined your claim.

Our main heater did not work to begin with for injectors (they don't work with propane) were improperly installed in 2006 - two years prior our purchase of the house! The hodge brothers hvac - contractors of hms came twice not giving your any invoices for what they thought was wrong. They recommended us to clean the system, change filters. We did everything possible even cleaned vent pipes inside! To make this story short - winter was pretty cold inside since second small unit was not designed to heat 2/3 of the house. Temperature was about 55f inside our home. How would you like to be sleeping in the house? I know - anything is possible.

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hvactech73
, US
Mar 15, 2014 1:09 am EDT
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why not pay to do it right yourself, oh i know because you can sue anyone for anything, i think we should sue those who want to sue everyone else

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scharpervision
Lutherville, US
Jun 05, 2009 8:41 pm EDT

ABSOLUTELY RIGHT! We have been so disappointed with HMS and their antics. The burner in our cooktop malfunctioned, causing the glass to break. The cooktop unit is sold as a whole, and there is no replacement glass part available. The cooktop is NOT usable since the glass is broken. HMS refused to pay for a replacement, saying that the glass top is a "structural" malfunction, not a mechanical one. The glass cracked because the burner malfunctioned! This is a cause-effect situation. HMS refused to pay. I think a class action lawsuit is in order, given the tremendous amount of consumer dissatisfaction with this organization.

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HMS Home Warranty / HMS National / Cinch Home Services no coverage

After reading other complaints on this board I decided to share my complaint with the others. I am a real estate agent in indiana and part of marketing a listing I offered a homeowners warranty, for the seller while the property is on the market and to be transferred to the buyer after closing. My client's are a young couple with a one year old and the mom is pregnant with another child due in march. I listed the property in early oct. 08. On jan 2, 2009 my client called me and told me that the boiler for the heat was not operating correctly. She called a family friend that is in the hvac business and he said the boiler was shot. I told her to call hms and tell them what was going on and she did. Hms gave her a claim number, and told her who to call. That hvac company tech came to the home inspected the boiler, got his 100 dollar deductable, and condemend the boiler. It was about 25 degrees out. Hms told my client on two occasions between saturday and monday that they would cover the claim. On tuesday hms called her and said the claim was being denied because the cause of the failure was rust. The comp. That went out for hms said in its inspection report the 30+ yr old boiler was found with rusty water leaking from it, and condemend it. Rust! A thirty + year old boiler is bound to have rust, its bound to have corrosion, and they know it. As the listing agent I would never have advised my clients to pay for the additional coverage much less have them agree to an hms warranty for their buyers if I had known what loop holes hms would use to escape coverage. I have talked with hms, the contractor, and my brokers office has spoken to hms' regional all to no avail. Here we are in north east indiana, right now, it is jan 14 th 15 degrees with a low of minus 4 tonight wind chill warnings abound, 5 inches of new snow on the ground, and tomorrows high is 6, maybe 8. They have been with out heat for almost 2 weeks, they have had to cash in an ira, to pay for the new furnace and have duct work installed. My client called me tonight crying because the hvac company installing the new furnace is behind schedule and its 55 degrees in the house. They are going to reletives to stay with their baby. Hms said to me that "if they had been the buyer and 30 days had elapsed since the closing then they would have been covered up to the aggregate of $2000.00. This sucks and I told hms, as a realtor, I will not ever offer an hms warranty to my sellers, buyers or anyone else from this point forward. Its enough to try to sell realestate in this market, its no help when a company refuses to honor their policy, it makes me as a professional look bad, and when you factor in that this particular client is my daughter, my grand child and soon to be grand child and my son-in law I am just as disgusted as every one else.

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hvactech73
, US
Mar 15, 2014 1:04 am EDT
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thats almost funny coming from a realtor, knowing that you all pushed the big warranty companies into peoples escrow closing and withheld that information and we receiving kickbacks from the companies, anyone can google the class action lawsuit filed for that very reason. if you were that concerned, why not come out of your 6 percent and help them out

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HVACFL
Fort Lauderdale, US
Jun 04, 2010 7:42 pm EDT

A typical realtor selling another distressed property...Just like a used car salesman. They sell this property to an unaware young couple just starting out...and figure... hey I will get you a home warranty plan so this way when this POS house has problems... we will use the home warranty company as the scapegoat to blame all the failures on... a 30 year old boiler...give me a break... What did the inspection report say about the boiler? Did he or she say it was perfect? Wow for a realtor that reads lots of fine print...I find it hard to believe you were not aware of loop holes...There are exclusions in every insurance policy including home warranites... Why didn't you buy them a new boiler if you supposedly cared so much...Give me a break... Realtors belong in the same pit as Lawyers...

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HMS Home Warranty / HMS National / Cinch Home Services a waste of money

I have been a customer of hms for several years, and every time I use them, I am frustrated by their terrible customer service and slow response times. They prey on people’s fears, but I will not be victim to them any longer. I live in a town of 25, 000 people. There are plenty of repair companies in my phone book. But every time I call hms with a claim, it seems they only have one repair company in the area, and that company is booked. I have asked them several times to work to have more contractors lined up, but they haven’t. Today, the customer service rep I spoke with named “quantina” told me that they only have one service company in my area. I asked her why not more, and her response was “a lot of companies don’t want the hassle of dealing with us. They would rather work on their own.” well, if they experience the same frustrations with hms that I do, I can understand why. So here I sit with a plumbing leak and no one here to fix it. Meanwhile, hms has the $450 I paid them for my contract and hasn’t done anything to make sure I get the timely service I deserve. The only thing I get from their warranty is a guarantee I will be frustrated.

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snickerdoodle
Evanston, US
Feb 20, 2009 12:49 pm EST

I agree wholeheartedly. I had a stove that needed to be fixed. They kept telling me that they had faxed the work order to the company that was supposed to fix it. However, the company said that they did not. This went on for about ten months and I was certain that it was HMS that was stalling. (The repair company had in the meantime done other work for me and they were always pleasant and on time.) Finally, I called and told the service person at HMS that if the fax didn't arrive this time I planned to file a complaint with the BBB, the FTC, and the Local and National realtors associations (as well as a few other consumer agencies). What do you know! The fax arrived at the repair service this time. The people that serviced my stove told me that it needed to be replaced (which I'm sure that HMS already knew or suspected) and that they had sent in the order for that.
HMS then denied my claim and told me that they wouldn't pay for it. I am in the process of drafting the aforementioned complaint letters and an appeal.

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HMS Home Warranty / HMS National / Cinch Home Services customer service???

Do not use hms home warranty. We had (and still do) a problem with our blower within the furnace/ac. We have a high efficiency hvac unit and the blower motor went out on september 12th. So.. No a/c. After fighting with them for three days to get a service provider out to our area [the closest one they have in their system is one-hour away], they finally agreed to a "one" time approval for a local service provider. Our local tech called in the order for a rather expensive motor due to the system being a high-efficiency model. They questioned his expertise and questioned on whether we needed such an expensive moter. To make a long story short, they sent the wrong part, said they would re-send the part overnight... It has been 5 days later and no part. It is now september 29th asnd we have been without a/c for three weeks. I'm not sure we will have the blower motor anytime soon.
They absolutely suck! We have been lied to, their customer service sucks # and their upper management will not return any phone calls. Do not use this home warranty company!

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housekeys
Fort Wayne, US
Jan 14, 2009 5:45 pm EST

I agree with you, If you ever get back to this site please read what "housekeys" has to say about HMS and their "warranty". The glossy flyers, the snappy brochures, the "HMS tents for property on the market" is all fine and good untill the seller or buyer has an issue. Please read all of the very fine print whether its HMS, AON, Home Sure, etc... I wont ever use them again.

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HMS Home Warranty / HMS National / Cinch Home Services do not use – absolutely horrible

My husband and I bought our home 3 wks ago. The 2nd day in our home, our a/c broke. It was 100 degrees outside for the next 5 days. I called immediately to hms to place a claim, they provided a local contractor. It took 2 days to get the contractor, eagle appliance, out. I paid $100 deductible. He then came out and said the problem was that there was a freon leak and the compressor was running on no freon and it locked up. Which is a mechanical failure. I was then told I would have to replace both my inside and outside unit, the line sets, and the ductwork modifications around the unit and that the line sets and ductwork would not be covered under the warranty. It then took him 4 days to put the claim thru to hms. This was with at least 2 phone calls I had to make each day to keep pushing them thru. So, then I get the phone call from hms that this had to be a pre-existing condition, because the leak had to have began prior to the seller buying the warranty we were given and our claim was denied. I even then explained what they were telling me was a complete mis-diagnosis because I work for a hvac company and there is no way to determine when the leak started. Also that it could have taken one day for the compressor to blow. They did not list to one word I said and refused to over turn the claim. I then contacted my realtor who was telling this warranty was great and would cover anything that could go wrong with our new home. So... He then filed another claim, he was also told that there was no record of this other "denied" claim or the $100 that was given to him. So we then began the process again. Another contractor came to our home, another $100 paid to this contractor and another diagnosis. This contractor, caviness mechanical, came out and just looked at the unit. He didn't even hook up one gauge to the unit to test for freon readings. Nothing, just asked my husband (who also is a hvac technician) what was wrong. He told him the compressor was blown. The tech said ok, we will have to replace the outside unit and install a new thermal expansion valve. My husband asked him if he thought this would be covered thru the warranty. He said of course, you won't pay a thing.

It then took another 3 days to hear back from hms after receiving this contractor's report. I was then told that the tech said that the unit was very old and the compressor was locked up and that there was rust on the bottom of the unit. They said they do not cover any problems resulting from rust and they would not cover this claim. They said the since the unit was rusted it could not support the compressor and that is what caused the failure. I even asked how can he tell what the failure was, since he didn't even check to see if the unit had freon? They once again, did not want to hear a word I said and all they could tell was once again our claim was "denied".

This is not at all what I expected from hms. At the time of settlement, the realtors, the sellers everyone at that table said this is a great warranty and will anything major that could go wrong with our new home. It was all a complete and total lie.

No matter what the technician or contractor reports back to hms, they will twist into what they need it to say, so they don't have to cover it. I tried numerous times calling them back and going over and over the reports that they claim are correct. I even disproved everything they were saying, my husband and I both work in the hvac industry and know what we are talking about, they still would not reverse the claim.

This is the absolute worst experience in customer service that I have ever had. I have a brand new home in which I was told anything major that broke would be covered and now I have lost $200.00 and in the future will lose at least another $1, 000 plus to make the necessary repairs. I am seeking a lawyer to get some kind of compensation from someone.

In conclusion, please don't let you or anyone you know be taken by this company as I was. If this review helps one person not have to go thru what I have been going thru for the past 3 wks I will be happy. Hms is a complete and total scam. Do not under any circumstances purchase this warranty!

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Boots42
, US
Jul 16, 2020 12:05 pm EDT

We got a home warranty when we purchased our home in 2019, June.
Warranty was with HMS. Air conditioner stopped working and they sent Sears out to do maintenance. Found out the added Freon and no repair to leak. I changed warranty company this year, Choice, and air conditioner quit in July if this year.
Choice will not cover air conditioner because it was not fixed by HMS. Have no idea what would have happened if I had stayed with HMS. Have decided a home warranty is not worth the paper it is written on. Called HMS today and asked why the air conditioner wasn’t fixed properly last year but, of course, customer service can’t answer that question. Should have done a better job on search information on home warranty.

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Rick229
, US
May 11, 2019 7:20 pm EDT

Agree with the above, complete fraud. Don't use. Can't even speak with a real person after numerous requests. A scam. Poor excuse for a company.

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AngelaSElliott
, US
Jun 01, 2018 6:54 am EDT
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HMS is a complete fraud. Worst company I have ever dealt with for anything! They will lie and lie on the phone. it has taken a year to get a refrigerator replaced after probably 6-7 tech visits which took hours and hours of calling them to make happen. They've been telling us for several months our check for replacement refrigerator is in the mail. We had to buy it ourselves and wait for their piddly partial reimbursement because they only gave us one option for replacing it and our food was going bad time and time again - another expense not covered by them! The one option for replacement wouldn't fit in our space! We would have had to change out our cabinetry! I mean really? This company is a scam! The worse Customer Service I have ever encountered.

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Mr. D. C.
Middletown, US
Jan 03, 2015 8:56 pm EST
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Unbelievable. I have used both these companies, the warranty and Cassinari Plumbing, and, i only experienced great results. I will continue using both and recommending both. I think, you might not be knowledgeable enough of plumbing and pre-existing problems. I am in the medical field, and see it all the time. This is a great warranty company, and a great plumber. Both experienced, efficient and considerate. You need to learn more.

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hvactech73
, US
Mar 15, 2014 1:23 am EDT
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nothing more shameful than to hear both of you are in the hvac trade. if you both are, fix and or replace the damn thing yourself, oh we know why you didn't because you were trying to get some thing for nothing, you should know better, i bet you have had your fair share of over billing

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JweeZ
, US
Jul 25, 2017 10:09 am EDT
Replying to comment of hvactech73

I know this comment was made a few years ago, but I can't help myself.

Trying to get something for nothing? They purchased a home with a warranty, and were promised that this warranty would pay for any repairs.

So, they are to blame for trying to use the warranty? They bought the home on the premise that they had a warranty to back up their purchase.

Your argument is flawed on so many levels.

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JasonL Cincinnati
Cincinnati, US
Mar 27, 2013 10:55 am EDT
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I have tried to use my HMS Home Warranty twice. Both times have left me very frustrated and believing that HMS is nothing more than a group of scam artists. First, I called about a sewage back up in the basement. They fought that it was a pre-existing condition and would not cover it (mind you, this was after paying the $100 deductible). Long story short, it cost me a few hundred dollars out of pocket to fix the problem and countless headaches with HMS. Most recently, I contacted HMS about a leaking pipe. They contacted their local plumber to set up an appointment for a Monday morning. The plumber does not show. I call him (and HMS) numerous times over the next week. The plumber never returns a phone call. I then called HMS asking for a new plumber. They refuse, and tell me to wait a little longer (they said I should give him at least another week) for him to return my call. I decided to call someone else, and had the problem fixed within 15 minutes. However, this was out of my own pocket. When I called HMS to cancel my service call and explain that I had someone else fix the problem, they replied, "Oh, we sorry, We would have gladly found another service provider in our network for you, but since the work has been done by someone outside our network, we can't do anything for you." This was only one day after they refused to assign a new plumber. There is no other way to put it: HMS is a lying, deceitful company who scams homeowners. Avoid this company (and Richard Cassinari Plumbing in Cincinnati, OH) at all costs.

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RonS1978
West Orange, US
Jul 20, 2012 12:11 pm EDT

Like many others we have HMS Home Warranty for a new purchased town home. They are horrible it is a over 100 degrees outside. We call them like 10 times a day and every time get some different story about parts, authorizations, approvals, or more information from the AC tech. I've read literally 100 reviews about this company and AC Horror stories. We too like many others have health hazards due to the excessive heat. Please stay away from this company. Weichert Realtors got us this warranty. I will reaching out to Mr. Weichert personally, filing a BBB complaint, and going to file a Federal Trade Commission (FTC), and write a complaint to Senator John Rockfeller Chairman of the Senate Committee on Commerce. This company is Un-American taking advantage of good American tax paying homeowners.

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Marley5
Media, US
Sep 17, 2009 7:25 am EDT

I don't understand why local law makers have not put a stop to this dishonest and downright criminal businesses. I have found that the better business bureau in ineffective. What you need to do is call your local newspapers and local TV stations that do a consumer rights segements and get this out in the news. I have also asked the realtor that has sold 2 house to my children to stop pusing this as a perk to the buyer. If the agencies stop using these theives, maybe something will be done to put them out of business. You all have gone through what my two sons are going through now but nothing will get done unless some effective action is taken. I hope everyone listens and makes some noise. It is hard to believe that this very visable fraud is out there and still allowed to pursue other poor unsuspecting clients.

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Chris from Nebraska
Wilber, US
Aug 18, 2009 2:21 pm EDT

Same almost exact thing happened to me. They have been stalling for me now on almost 3 months...

Thank you for posting this however its too late for me but I can help warn others. Also anyone post complaints to the Better Business Bureau as well.

My account had notes of a discussion that the intial contractor did not state. What we thought was an easy coil fix turned out to be more and when the contractor stated this, they said okay system replacement, had all the way to authorization of a Goodman system which is way below my Ruud system with heat pump, when a senior person asked them to put a hard start system on there instead. The contractor stated no because its just a bandaid to get through the warranty year...and after than, he was told HMS would get a second opinion which tells me that they wanted someone else to put that unit on there.

And I kept my promise to HMS...that I would contact who I could, realtors, BBB, attorney general and more...

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Jane
,
Jun 27, 2008 3:29 am EDT

You can find more complaints about this company here

http://www.homewarrantyreviews.com/reviews

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HMS Home Warranty / HMS National / Cinch Home Services they are a joke

I wish I would have done some consumer research before renewing my hms warranty twice after buying my first home! Would have saved me over a grand easily! I had to call on them twice, and both times, I got strung along by hms. The first time was for my gas water heater, which was experiencing a gas leak and posed a dangerous situation, but after paying $99 for the hms contractor to come out, they told them there was nothing wrong w the unit! My plumber came out the very next day for another issue I was having, and said girl, if you don't get this fixed asap this house could blow up! Just to be safe, I got another opinion, and sure enough, the thing needed to be replaced, pronto. All this less than 24 hrs after hms took my $100 and ran.

I believe in giving companies a fair second chance, so when my garbage disposal under my sink began to leak, I called my plumber right away so as to avoid a bigger problem. He came right away, and I had hms on the phone by the time he arrived. They refused to let him do the work if they were going to cover it. He even got on the phone for me and advised the representative that if it wasn't fixed soon, I would have another plumbing problem on my hands, but the rep would not budge. So I ended up paying for 2 repairs to my home that they claim they cover. I am done w hms for good. I would rather pay for my replacement costs out of pocket when the need arises from now on, because that's exactly what I had to do... Twice!

Buyer beware!

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CHAD JOHNSON
, US
Aug 12, 2019 12:08 pm EDT

HMS is without a doubt the worst of the worst. I have been dealing with them for 3 weeks now and still they proceed to amaze me on their idea of fair is. Just bought a house and the dishwasher has never worked right, call and with a lot of trouble they have decided to replace my Whirlpool 6 cycle washer with a GE 5 Cycle with knobs to say the least, all are saying they replace things with comparable items, so not true. truth is they replace items with items that can perform the wash and dry part regardless of make model or functions, example we will give you a Toyota base model for a BMW fully loaded. Then if you do take the money it will cost you 100 for the install part and that will leave 200 for the new washer of your choice or you can pay and add to it to get the one close to what you have. I will attach the letter I wrote as well. So many issue's and not I'm not talking about the small stuff. Fair is fair and when asked is the decision subjective the Manager would not answer the question.
I would like to start off by saying we just purchased a new home and with it came your warranty for Home Repair and such.
Shortly after moving in we noticed the dishwasher was not working correctly and as a result we reached out to your company for repair. I received a vm message that said someone would be reaching out to me within the next 48 hrs. I should also receive a email with instructions for service.
Issue one: I did not receive this nor did anyone reach back out to me.
Then I called back and got a pre recorded option where I did get some information on who was doing the repair. I was told that on a Friday between 1 and 5 someone from the repair company would be out. I did however have to call and confirm appointment.
Issue two: Although I made several attempts no one picked up the phone and I got only a recording saying they were busy at this time and could not take my call, call back later ("you can not leave a message on this line, per recording").
I then call back to your company and could not find an option that would help me other than we sent you a link about you claim.
Issue three: I called back again and figured I would try saying representative to see if that got me to a person. If fact it did work. and the person was kind and after I explained this issue to him he said no problem we will assign a different company to come out and he gave me the number. I then called that number and got someone who set the appointment and confirmed it. They came out and the repair man said it was going to be around 800 to fix and that did not include labor, so they will be wanting to just replace it more than likely. He said he would get the information in and it should be sent over to you all within a few days and I should be getting a call. He also explained that they do not do installs so the people putting it in will probably be someone else.
I waited and then reached out and was told that he would put me through to the people who would be doing the repair. I was on hold with sears appliance repair services for 20 mins to be told that they had no idea on any repairs for me.
Issue Four: I called back to be told that according to the notes I have to get a message and respond saying I wanted the washer or the money instead to move forward and that he was going to send a message seeing what the hold up was because your system showed all notes had been made. He went over everything and we found that per the repairs man that was at my home saying it was a 6 cycle and me seeing the front on my dish washer showing and saying it is a 6 cycle that the notes were wrong in your system. He then informed me he would make the notes so that when the comparison was done they would do a six cycle and a 5 cycle.
I called back because I had not heard anything on the comparison and was they just got it the day before and was in process please allow 1 to 5 days. I then said ok...
Now it's Saturday 8/10 and I get a email saying that I could take $390 or Dishwasher Model GSD3360KSS, I looked up this and now
Issue Five: The dish washer I have is a Whirlpool and when new was rated 4.5 out of 5. This replacement is rated 3 out of 5.
The dish washer I have is a 6 cycle and the replacement is a 5 cycle. This is not acceptable
The dish washer I have is all push button. The suggested replacement is knob and some push button options.
This is clearly not comparable in many ways. I have already had to come to the understanding I am not getting a whirlpool, where as it is clear the GE brand is not as good as the whirlpool but to give me 5 cycles and knobs as well when mine is a 6 cycle and push button control this is not comparable and is very subjective to whom ever is doing the research. I would challenge the person that did this and say he or she did not research nor did they correctly suggest comparable unit to me. Your service is not free and I paid for it. I have had nothing but issues through this entire process and I am reaching out to you to ask that you make this right.

I have replied to the email with the approval of the dishwasher recommended but after I did the research on it and found the above given information. Yes if you do nothing and this is my only option I will take it, However social media, news stations and other media relations will hear about this including the BBB, Not limited to a discussion with potentially a attorney . Keep in mind I don't want to go this direction and nor am I threating the company. I am just asking for this to be made right. Oh yea I am a "VET" and the VA would be another option as well for me and that is an corporate account. I am just the type of person to work off of ethics and doing what is right and considering all that I have gone through this needs to be made right.

This should be sent to Management at all levels, I would love to give your company in the future ways to improve your level of customer service. Fee free to reach out to me. I have had your own people tell me that upper level management never hears these issues and most are ignored and hidden under the rug, so please prove your own employee wrong and re assure me the quality of this company.

I was told at the end that I would not have a choice if I didn't take it within the 15 days and so I had no choice but to take a cheap dishwasher to replace the one I have. I will never use them again and will let the world know what a cheap, rip off, scam of a company HMS is really. They will only tell you it is your choice to take the money or take what they offer, the choice is mine... so mad and sad I would love to get a class action law suite against them, they are scamming people...…

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LD Davis
, US
Feb 26, 2016 2:16 pm EST

I AM currently in a battle with HMS who sent a plumber Murray's Plumbing to my home for no hot water from a brand new hot water heater installed in 2013 and I purchased my home 11/2015. This plumber told all kinds of lines and stories like I had a dog in my basement so he was not able to get to the hot water heater at first, then he said that my hot water heater filter was clogged with dog hair. I don't have a dog and neither did the previous owner. Come to find out that my hot water heater doesn't even have a filter, so he never even opened the system up and check it out, he choose to use an excuse from the booklet that would support HMS not covering the repair. They then tried to rip me off by stating that they were not able to replace the filters without replacing the entire brand new system for $1700, plus my $100 deductible. HMS advise that I call the Ray, Owner of Murray's Plumbing to get clarity on his techs report. He started telling me about a dog again. I advised I dont' have a dog and this fool called me a liar and stated that he believed his tech. this when on for almost a month with no hot water for bathing cloth and dish washing and I had only been in my home for 2 1/2 months. HMS continued to deny me service and advised that I could not get my own second opinion otherwise I would breach the contract agreement. Later they said Oh yes you can. BGE came out and fixed the problem in 29 mins to include my payment. Verified that their was no filter and did a nitrogen treatment for $100 where as Murray;'s wanted another $285 in addition to the $100 deductiable I paid them. They have agreed to reimburse me for both deductiable payments but refuse to compensate me for the inconvience of not having hot water for almost a month. They also refuse to remove Murray's from their list of contractors and provide me with a written response to my written and formal complaint and appeal that I filed with them. HMS is a rip off!

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All Positive Here
, US
Mar 22, 2011 3:44 am EDT

Our Realtor told us to Google HMS and we've found so many complaints that either these complainers are idiots or are just uneducated consumers. We did have a claim situation but it was ironed out quickly after we called our real estate agent. So, instead of taking the time to come online and complain - funnel your frustrations and call your Realtor - they will contact the reachable person and it'll be resolved. We are happy HMS campers.

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Happy Homeowner
, US
Mar 21, 2011 5:36 pm EDT

We have had HMS for over 3 years now and will renew again in the summer. No company is perfect and when HMS had a contractor that just couldn't seem to property diagose our direct vent water heater - they allowed us to call another contractor. The contractors only know so much and are not employed by HMS - according to our Real Estate Broker these contractors are actually selected (recommended) by RE agents and brokers.
We've had zero problems with HMS and I guess if we would cry about the little stuff I'd write paragraphs about my cable provider, internet provider, utility provider, etc...but remember it's all small stuff - don't sweat the small stuff. We love HMS and will renew soon.

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Erin Nicole
Manassas, US
Feb 25, 2010 3:59 pm EST

Worst company ever! my electric water heater broke and the only sent someone out after I told them that because the cut off valve was broken so my water had to be turned off completely did they send someone out. My leak had leaked into my neighbor below's condo. She could not work on repairing her home until my heater was replaced, because it kept leaking. It took them 8 days to take care of it. This was only because I got to the president of the company, and yelled at him everyday for 4 days, until I had a new hot water heater. Every rep I spoke to had the same story, "in 24 hours this or in 24 hours that. My mother called and yelled at them about as many times as I did. It is finally fixed, after their delay cause more damage to my neighbor's home. Needless to say, I will not be renewing my warranty with them.

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Hollystar
, US
Dec 07, 2009 10:08 pm EST

Took 3 days for someone to come out who couldn't fix our broken washing machine, he said he'd be back next week with the part when I called the next week, the order wasn't even put in for that part. It's now 2 weeks without a washing machine in a house with 5 kids. By the way, they made me pay for the service call even though they never fixed it. Ice maker was broken, they don't fix ice makers, garage door doesn't work they don't fix garage doors. They are completely useless. This warranty was for a home purchase which they've fixed nothing! It's cheeper to just pay for the repairs as you need them.

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rhs1
Brookeville, US
Aug 20, 2009 8:46 am EDT

The complaints are TRUE! HMS does NOT care about their customers. We are in a heat emergency with a baby and an elderly mother-in-law in residence and they will NOT send an emergency tech out to repair the a/c unit. Their excuse? An "emergency" is 90 degrees and above and the weather forecast for my area is 88 - no matter about the humidity or heat index. We are cancelling ASAP. Save time, money, and above all hassle - DO NOT go with HMS!

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NelA&T
Centreville, US
Aug 11, 2009 8:37 pm EDT

This company is not a joke they are thieves. You cannot get any service from them. Just when you are in trouble and need them to honor the policy you have with them, they will rip you off. How can they get away with this stuff. We are going to report them to the Attorney General of PA. Is there something else we can do?

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Disappointed Customer
,
Nov 15, 2008 8:44 am EST

HMS is horrible! We purchased a new home in April with a seller paid 1 year home warranty through HMS. We called to fix our dryer that took 2 1/2 hour dry time per load and also to look at our dishwasher noise and the leaky toilet that didn't flush. Of course they put in 2 claims so we had to pay $200 for the service calls. The "referred" company they gave us was some old man that didn't even have a real work order. He wrote on the back of a flyer for his company. He said nothing was wrong with our dryer and accused me of not knowing how to dry laundry and not use the Perm Press cycle. Then he gave a wrong model # back to the warranty co for the dishwasher and now 3 weeks later, my dryer is completely dead, and HMS keeps trying to suggest model #'s for the dishwasher that all have crappy reviews! I called to complain and talk to a manager to which I got the run around on the phone for 45 minutes and still no manager to talk with about these issues. They are trying to make me pay for another service call for the same guy to come out for the dryer and dishwasher again!
WARNING TO ALL...DO NOT PURCHASE A HOME WARRANTY FROM HMS...COMPLETE RIP-OFF

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Fullwood- Sagay Family
,
Sep 15, 2008 6:16 am EDT

Looking for others who have had bad or negative experiences with hms Home Warranty/hms National, Inc.

We bought our home in July this year with the hms Home Warranty already in place. First, we had a time getting their "approved" repairman out here. When they finally arrived to inspect our dryer, they said it needed a new motor. Well, that took another two and a half weeks! We scheduled a time period (they said between 9 am and 1 pm) for the repairperson to come. They called at 12 07 pm at a time when I was unable to answer the phone, and left a message stating that if we don't answer the phone they would not come, and we would have to reschedule. Mind you, we have been almost a month without a dryer, and we have had to go to the laundrymat to dry our clothes - very inconvenient and costly! And some places don't want you to dry your clothes unless you wash them there as well.
I called the number from which the message was left, but the repair person would not anwer. I called McPherson's Drywall and Repair in Mitchellville, Maryland who was the repair company to let them know that we were home as we said we would be, but they never answered their phone either. I left messages on both phones stating that if someone was not there to repair the dryer today, I would sue them and the Home Warranty company too.
The man came at 7:30 pm, took the dryer completely apart, and fiddled with it for an hour and a half. When I went down to see what he was doing, it seemed to me as if he didn't know diddly about repairing appliances. I asked if he could fix it, and his response was "I'm trying". What repair person says that! My father could fix just about anything in the house, including the cars, and if he ever encountered anything beyond his capabilities ( I cannot remember a time when he counldn't repair something), he would have said it is broken and needs to be replaced.
I believe McPherson's is the company that helps hms Home Warranty get out of paying rightful claims. The guy said that I hit his head with the dryer panel - which was a bold-faced lie! - and now, hms wants to use his complaint as a basis for not replacing our dryer. Oh, by the way, our dryer is over 20 years old, and I don't believe they ever could fix it. They want to repay us the deductible of $130 and call it even. What's the use of even having coverage from a useless company like this.
We have filed a complaint with the better business bureau, and we are looking for others who have had bad experiences with this company so that we may start a class action lawsuit.

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5:59 am EDT
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HMS Home Warranty / HMS National / Cinch Home Services customer is never right - only licensed technician is

I was a customer of HMS for three years and had only called them once for a stove problem. Recently, I called them for a problem related to groceries freezing up in refrigerator. They sent a technician which came in and without any running diagnostics, ordered a replacement for thermostat. He did change the thermostat but it didn't resolve the problem. The problem never went away. I called back and was asked to pay another $100 for a new service call even though the problem was same.

Well, I cancelled my warranty with HMS. I would rather give business to a company who does not have these kind of dishonest practices.

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HMS Home Warranty / HMS National / Cinch Home Services predator

Hms takes your $ and provides nothing but false promises and anguish in return. Contractually, there is no specific performance disclosed as to timeframe for them to take corrective action... They can take forever. My ac, manufactured in 1967, died. They have now spent 3 weeks looking for repair parts. Like that's going to happen. On the phone they are polite as they lie to you about elevating your claim or placing a rush on it and yet every time you call back you will get the exact same song sung to you. Arbitration clause prevents recovery. Stay away! Bottom feeder.

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Steve AD
Ashburn, US
Sep 17, 2010 5:29 pm EDT

I hear you. I got HMS (partially paid for by seller) with my new house here in Virginia. Two months later my GE Monogram fridge died. HMS threw 3 different companies at this and every large part (control board twice, compressor, some switch, now a sensor). I asked them after 4 weeks without refridgerator in my kitchen when they would stop throwing people and parts at this if they apparently cannot fix the unit and replace it. I talked to first line support, 3 people in the escalation group (office of the president - cool title - means nothing).
Here is how they operate/make money as far as I was able to ascertain:
1. Supplement the premium with a relatively high deductible
2. Order cheap parts from manufacturers they have volume business with to ship to their contractors to use in the repair (take also longer to ship)
3. Pay the contractor only if he fixes the problem (found out from one of my service techs). They only get paid $60 (30 min worth) for a diagnosis and then need to get approval for every 30 min increment (typically not given). My contractor actually ate $300 worth of time like this.
4. Delay, hang up on people, talk softly, promise to escalate, but ultimately do nothing.
The fact that these warranties have no remedies as such or service level thresholds (3 attempts, 2 weeks max), etc. is amazing. Imagine you would wait that long to get reimbursed for dental work...
In summary, they are good with fixing little things that are easily covered by the $100 deductible and items on a service tech's truck BUT for big fixes (often requiring full replacement of unit) - they will try to screw you. I cannot wait to see how this ends. I am already posting everywhere online, next will be BBB and Facebook.

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