The complaint has been investigated and
resolved to the customer's satisfactionResolved HMS Home Warranty — do not use – absolutely horrible
resolved to the customer's satisfaction
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!!!