I was recommended to this company by my realtor. The site said that repairs caused by lack of maintenance, rust, and old age were all things that were covered. Actually looking at the fine print on the brochure said that "negligence" and "preexisting conditions" were not covered. Wait, isn't lack of maintenance a form of negligence? Also what do they count as a "preexisting condition"? I called the company for information and had to be transferred to the claims department to be able to get further information. The purchasing agent had no clue, but was polite about it. Once in the claims department, I basically found out that there is almost no real definition between "negligence" and "lack of maintenance". Making it worse, apparently things like rust and the equipment being "old" count as preexisting conditions. Basically, anything that didn't happen suddenly can be denied as a pre-existing condition! Other companies don't leave loopholes for themselves like this... or at least aren't so brazen about them. I give HMS Four stars for working with me politely, but only a 1 for being so sneaky. I'll round it down to two. read more

Worst company to deal with. Will charge deductible over and over and still not replace equipment. Have replaced both washer and dishwasher after they repaired multiple times and continued to have issues. Eventually had enough and replaced. They take deductible and take forever to correct the issues. Had previous company with no issues. Do not waste your money or time. DO NOT RECOMMEND HMS. read more

On 8/25 we placed a claim for a dishwasher repair. A service was scheduled for 9/2 between 12-4. The vendor never showed or made any attempt to contact us. I attempted to contact Cinch 5 or more times, after a combined wait time of nearly 3 hours, they could not contact Whirlpool Factory Service either, while leaving me on hold. Finally they did manage to make contact and the service company claimed that we were unresponsive. This was patently untrue, it was a lie by the service company. Cinch eventually gave me a phone number for said service provider, so I could try and contact them, shocker no one answered after numerous attempts. Cinch would not refund our deductible or reschedule a different service company until they contacted Whirlpool Factory Service, who again became unresponsive, according to the numerous Cinch representatives I spoke to. I gave up going through them and disputed the deductible charge on my credit card and the prepaid annual contract price, pro rated to 9/3. They likely won't save you much on a repair and the service company's they do partner with have been fairly unscrupulous. Don't purchase their home warranties. read more

Thanks to the help of WJLA 7 On Your Side, I'm getting a nee stove!!! The news program worked with me to draft a letter to Cinch HQ about my issue. Cinch contacted me and gave me the great news! read more

HMS (Now called Cinch) is a TOTAL SCAM!!! They collected $200 for service request, and they kept lying to me it was authorized, and waiting for parts to be ordered. After 2 months and phone calls pretty much every day, 3 escalations, and they still do not have any update on my service request. AVOID THIS COMPANY like a plaque!!! If I could give negative stars, I will!!! read more

I'm about 2 years late but after I complained, a representative contacted me. They sent a technician to fix the issue at no-cost. Everyone was polite and resolved it quickly. read more

HMS Home Waranty - Parts not covered despite confirming on call they would be covered. - Real Estate Services Near Me

We made our 1st call about our refrigerator in February 2022. Here we are in July, almost in August and refrigerator still not fixed. We have had 5 different companies come out to try to fix the refrigerator and still no luck. Now the response is, "The parts are on back order". I am so over it all. WTH - just give us a voucher to buy a new refrigerator. This is an insult and ridiculous. I would not refer this company to anyone on any planet. Fix my refrigerator!!! The Seawright's Fredericksburg, VA read more

HMS home warranty came with our home when we purchased it in 2010. We have renewed every year without fail and in 2018, our Furnace failed. They sent U.S HVAC Services to complete replace our furnace. They installed a furnace/blower that was 2/3 the width of my air handler and charged me $1200 out of warrant coverage expenses to make it work. Fast forward 1 .5 years later, my A/C has a coil leak and it is now going to cost me $2200 of non-covered work which include $500 in sheet metal modification, $750 in vent modification and $185 in copper work. The others are upgraded safety and locking caps, relcaim and disposal. Why am I paying for sheet metal work and vent modification if it wasn't done the right the first time? They contract with the bottom of the barrel companies and allow them to rip you off for doing work that you are trusting them to do. I should have done my research the first time. Shame on me for that. I got another quote to repair the coil and it came out to $2100 and $4200 to replace the system. When you call their customer service, they will swear up and down that they cannot do anythng and that their supervisor is too busy with paperwork to take a call from a client. This is the last year I will have this home warranty service and do everything in my power to advise people to not purchase their service. read more

HMS home warranty - BEWARE complete rip-off - We have had an HMS home warranty for about a year and a half now and have found them pretty worthless. Yes, they cover repairs...only after they have found every loophole they can to try NOT to cover your claim. That is after you spend hours of your time on the phone trying to get the claim filed. The online filing option is too limited to be of any use, especially if you have questions. Their pool of contractors leaves a lot to be desired too. The first bad experience was submitting a claim for our pool pump, which we actually paid extra for that coverage. It was a secondary pump so they denied the claim. A pump is a pump. The contract didn't specify which pump was covered. Additionally, the "in network" contractor seemed a bit shady. He told us HMS didn't cover secondary pumps and very quickly offered to fix it (for a hefty price). HMS never had record that the appointment was even made. The second claim was for our garbage disposal. After spending a ridiculous amount of time on the phone, having to hang up and call back several times, and at one point being transferred to Sears home delivery (?!?), I finally got through to the right department. The third claim was never even filed because it was for an upright freezer which is a pretty common appliance. I was told if it's not attached to a refrigerator it's not covered. So they don't actually cover all appliances. The bottom line is that the entire process, from placing a claim to getting satisfactory resolution, is a painful and mostly unsuccessful process. "Protection, Savings, Convenience and Peace of Mind"...not so much. Don't waste your time or money on an HMS Home Warranty. Again BEWARE of this home warranty company - glad to take your money and will NOT help you out at all!!!!!!!! read more

If I could give HMS Home Warranty (or Cinch, their new name) less than one star I would - this company is a total scam. Pros- costumer service reps are great to work with, and the service contractors came out quickly Cons- they will weasel their way out of paying for EVERYTHING they possibly can. They will even refuse to pay for what that they explicitly state they will cover in their contract. If you challenge it, you will go into their endless arbitration process until you give up and replace the damn piece of equipment yourself. Hope your furnace doesn't go out in the winter, HMS will let you shiver until you give up, as we found. We were excited about having a home warranty for our new house, since our experience is that things tend to start breaking as soon as you move in. That ended up being true, we moved into the new house on Friday, and both the heat pump and refrigerator died. Heat pump: service provider came out and diagnosed a broken coil. HMS decided to replace the unit, which I was initially excited about, but then I found out that I would have to pay 800 dollars in addition to my 100 dollar deductible for all the parts and labor associated with the replacement. I disputed the charges after going line-by-line through the contract (original contract states these things should be covered, but the company didn't want to cover them) with the customer service agent. They kicked me around the system for a whole week without allowing my heat pump to be serviced. I went an entire week without a fully-functioning HVAC system in winter before finally having to give in to heat my house. Unbelievable. Refrigerator: It was a 5yo LG with an in-line compressor. The model is expensive, but is a known lemon. First tech came out and recommended that HMS replace/cash out the model. HMS didn't want to pay, so they sent out another tech who recommended the same thing. HMS didn't want to pay so they send ANOTHER tech who told us that this is going to keep happening with this company until a tech said they could repair a part. It turns out HMS is more than happy to keep letting your refrigerator die and put in a 200 dollar fix every month for a year until you give up and replace it yourself. Seriously, save your money. Get your house with a little cash to replace appliances, or get to know a local appliance repair person. Don't give a hot penny of your hard-earned money to these criminals. read more

Don't be fooled by the new name change, Cinch, coming October 14, 2019. Working with this company is the opposite. Over two months without central air, through the hottest part of the summer, and now I am being forced to pay up front to have the whole unit replaced. They work with the worst "service" providers, not legitimate and allowed one to string us along for a month before saying he couldn't access the unit. They do no follow-up, they do not assist in any way. Even sears came out and recommended a new unit, and they just ignored it and assigned it to the next "service" provider. People say it's not worth suing, but I'm going to do it anyway. read more

I've had a home warranty with them for over 15 years. The Hot Water Heater took weeks to be done. They find the cheapest way to go, which mean that you can go without water or service for long periods of time. All they can tell a customer is that they are ordering a part is on order after about 20 minutes of telling me that they don't have any such job. When they finally find the service request they are unable to figure out what is going on or why. They go by multiple company names. HMS Warranty, Cross Country Home Warranty and a few others. I only know this because they answer with the wrong name most of the time from the one that I actually purchased the warranty with. POOR POOR COMPANY....... read more

They refused to pay for my broken Dryer by saying it was a power surge event as per the technician Moonstar Applicances (Please refer review under their name) they sent. It turned out it was a blocked outflow vent that overloaded the circuit not a power surge event. They wasted 3 weeks in arriving to this decision, kept telling me they parts were being ordered until suddenly they refused to cover the costs as they "donot pay for power surge events as per the contract" HMS Warranty has horrible reviews and so they changed their name to Cinch Home services. Old wine in new bottles. read more

Summary: I put in a claim for furnace service. HMS sent a guy to my house who demanded $600 in repairs. The actual problem (wrong filter) cost $2 to fix. HMS then REFUSED to return my calls about it. I've been a deluxe-class customer of HMS Home Warranty / Cross-Country Home Services / Long & Foster Home Warranty for six years. In November, I put in a claim on a poorly performing furnace. HMS sent a local company (All-Star Appliance / HVAC) to our house for service. The tech accepted our $100 deductible, looked at the furnace, and said that we needed coil cleaning, which wasn't covered by our home warranty insurance. The owner of the company estimated that it would require: * Another round of diagnostics using a scope ($100) * Coil cleaning ($250) * Cutting a hole in the side of our furnace to install a panel for future service ($150) Altogether, $500 - on top of the $100 we'd already paid. I called in another handyman, who came out and fixed the problem in five minutes... by swapping in a different, generic-brand furnace filter. We'd been using the wrong furnace filter. The coils were fine, and the $2 repair cost completely fixed our problem. I asked the handyman why All-Star hadn't caught that and wanted to charge us $600. "No idea. The furnace filter is ALWAYS the first thing you check because lots of customers make that mistake." On December 6th, I called HMS to complain. I had an eight-minute conversation (according to my mobile phone records) during which I explained the story. The service rep listened and then said: "That sounds pretty serious; we'll have a manager get back to you right away." NOBODY got back to us. No call, no email, nothing. They have the mobile numbers and email addresses on file for both my wife and me... neither of us received any contact. This week (December 30th), I called HMS again, and was told that nobody had gotten back to me because THEY HAD NO RECORD OF MY CALL ON DECEMBER 6TH. I demanded to speak with a manager and was told that the manager on duty (Chris Marshall, I think) was in the office but on another call. I was connected with his voicemail, and I explained the story and demanded a call back before I canceled our contract. Again... nothing, for two business days. So I am firing HMS after six years of service. I don't know what is wrong with this company, but it has become an awful service provider that apparently hires scam artists and then refuses to address customer complaints. read more

HMS Home Waranty - Service report from All-Star. - Real Estate Services Near Me

See all

Instead of raising their prices they add a service charge to your deductible. No explanation just an addition to your deductible. Tried calling but can not get any help. I thought I had a contract with them but it means nothing when they just add surcharges, And they want it up front now. Cash deductibile and surcharges up front with no guarantee anything will be fixed, I would run from this company. read more

Horrible it is a scam! We have paid over $4,700.00 to this company. Our hot water heater broke. We have no hot water I paid $165 deductible for them to tell me they have 3 to 5 days to look for a part. The manufacture has said that they no longer make the park and the hot water heater is 19 years old and this has to do with a gas valve. They told me I could contact legal, and they are aware of all of the horrible reviews. They also stated that it is reasonable for 3 to 5 business days to research a part to see if available even though the manufacturer says it is no longer being made because it is so old. I will ultimately have to pay a plumber because we have zero hot water and they are saying this could take into next week. read more

Plain and simple. Read all the reviews and notice the pattern. Cheap - Absolutely Customer service - The worst. Easy to file a claim. Because they know they will jerk you. Filed my claim one day. Repairman comes out. Takes my $200 to investigate and the pleasure of his company. Tells me the compressor is bad. Serviceman calls back few days later. Says the repair is authorized and ordering the parts. This is a Friday. Monday I get a call from the repairman saying the claim is denied. I call HMS/Home Sure/ Cross country to find out why. They tell me according to the note, it is denied and cannot give me further info. Cannot transfer to the department that can and said their supervisor was busy , as soon as I asked for a supervisor. NEVER DO BUSINESS WITH HMS/HOMESURE/CROSS COUNTRY. Never, never, never! read more

Absolutely appalling customer service. Seems fraudulent. Poorly rated vendors; up charges on top of deductibles; constant scheduling issues; can't speak to a manager or get any clear answers. Have now be renamed to Cinch Home Services. To submit a new claim, they charged my $125 deductible to be able to SUBMIT the claim. Then they assigned a vendor iwth current rating "1 and I'd give them a zero if I could". This was a consistent message amongst reviewers. I am trying to get to a supervisor and was told they don't have my new claim. I have a text confirming the number AND can see if online. Have been working with agent for over 45 minutes to get to speak to someone about changing vendors or cancelling my plan. BEYOND RIDICULOUS! read more

This company is the absolute worst. There is NOTHING and I mean nothing that this company does correctly. Anytime someone comes to your house it costs you $100 to knock on your door. The "contractors" that are hired are piss poor at best. Incompetent at worst. Most of them only have cell phones in other words not real businesses. I'm so sick off this crap. I wish there was a way to give them less than one star. Here's a list of the bum contractors: A1 heating Legacy Home Comfort Mid Atlantic Heating and Air read more

Pay this company $500 a year to cover issues in my home and seldom make a claim. Every time the claim is denied and we have to call and call and call to get anything done. Current issue is a corroded pipe in the crawl space of the house. Claim is being denied because the issue is "outside" the home. Both we and the plumber have told them more than once that the issue is inside and it's like they read from a script and say the issue is outside. Correcting them means nothing, they keep saying it's outside. Will not be renewing this home warranty. read more

If I could give a no star I would... I really wish I knew all of the reviews before we bought our house. Brand new home owners and we never thought to look into the Home Warranty company. As everyone has said, this company sucks big huge donkey b***s. Our Garbage disposal went out over 2.5 months ago...no big deal. Called them and they sent someone out and they looked it over and yada yada yada...a month goes by without a word from HMS, we call, we get the run around... around and around we go for about 2 weeks, no one has any answers about anything. FINALLY they say we ordered the parts you should hear from Company XYZ soon to set up installation and what not. So my husband gets a call from company XYZ stating they scheduled an appointment for the next day, husband says, no one cleared that with him and that they need to pick another day to give his job adequate time to tell his company he needs the day off. Day gets here, get a call from company XYZ..."we wont be installing this, as we are not a certified plumber..." ARE YOU KIDDING ME! Now it's more run around from HMS, can't get clear answers. I wish we could switch Home Warranty Companies; but this will be the last time we EVER use them...once this one year is up, my business will be going else where. read more

HMS IS NOW CINCH HOME WARRANTY! it has been three weeks and countless hours in phone -promised call backs- that never happen- this company is the worst! our electric oven blew up -yes blew up- it was like a bomb went off in our kitchen - the element blew up / disintegrated- billowing smoke- shaking boom- the element blowing to pieces caused the liner /shell of the oven to crack and heave upward- the tech they sent out (2 weeks to get someone out) deemed the oven is unrepairable - they said the crack and the heaved up shell were directly caused by the element blowing up. they even told the company it was direct result of the element blowing up- I received no communication after the technician's emailed the report to Cinch (which is actually Sears) and to me... after three weeks of not getting anyone to speak to me- countless hours on phone- being lied to, hung up on, promised call backs.... - they say the liner of the oven is structural and they don't cover it. EVEN THO THE ELEMENT THAT EXPLODED CAUSED THE DAMAGE! Bait and switch not worth the money- l see so many poor reviews- one person said changed name to make it seem like they are better? I agree that is what is going on. read more

See all

What Joke!!!!. So glad I didnt buy this plan and got through the purchase of our home. The water heater started to leak at the base. I called Sunday. I didnt get a call or anything for 3 days. then about 5:30 Wednesday A car pulls up in front of my house. Two guys sat inside and smoke for almost a half hour. I was just about ready to call the sheriffs. Then 2 guys get out of the car open their trunk and get out a garden house . they kept digging in their trunk for something. I notice a sleeping bag and other odds things. finally they pulled out a walmart shopping bag with a some plumbing parts. Mind you , the car didnt have any kind of sign. no company truck no phone call just 2 guys showing up in a tshirt. The one guy looked like he just got out of prison . By now, I already got my handgun out thinking I was going to get robbed. No lie. I have a carry permit. before I open the door I told my wife to go upstairs and just shoot anyone who comes upstairs. I am suppose to give these two jokers $200? for what? the tank is leaking. nothing can fix that issue. Obviously, this waranty company calls people of craigslist. very unprofessional. read more

This is a total scam! The representatives are inexperienced and unhelpful. We live in Hershey/Harrisburg, PA. Our dishwasher has been out of service for the past 3 months. They initially dispatched Sears which was unable to repair the dishwasher. They sent another company that did not have any clue. After so many phone calls they sent Sears again !!!!! and they said the same things. Then they assigned the job to an HVAC company !!!!! and they were unable to repair and said it had to be replaced. We have not heard back from them for the past two weeks. Similar experience with our heater. We placed the work order in winter. it is summer and still nothing. read more

Extremely upset with this company at the moment. We are still under warranty, as we purchased our home less than a year ago. Our AC unit went yesterday. I called Cinch, paid my deductible to have someone come today. Apparently they are saying the unit has been modified and they denied the claim. First, we have never had this serviced since we have lived here. We have never had an issue until yesterday. And now, the claim is denied. In calling to talk this through with them, they hung up on us twice. Then when we go through again, they said they wanted to send another person out to do another assessment. Great! But they want us to pay the deductible again... in less than 24 hours. They want the second assessment. Why am I wasting another $100 for them to send another person out in less than 24 hours? For them to have a second opinion? read more

Update: After going back and forth fighting with HMS about the senseless repairs to my refrigerator, HMS continued to want to repair my refrigerator even after replacing the evaporator coil which left my refrigerator at a balmy 65 degrees inside. The repair did NOT work. They sent the technician back out to see what he could do. When he came back out, he then told me that the compressor had died and I may as well unplug the refrigerator. I was FINALLY able to reach a supervisor who FINALLY escalated my situation to a REPLACEMENT after a month and a half of pointless repairs and investigating. It was only after I began to blast HMS on social media that I was able to speak with a supervisor. Not once did they offer to provide me with a dorm fridge to hold me over while they wanted to play detective games with a 13-year refrigerator that was having issues with EVERY component. I ended up taking the cash credit which I had to supplement with $400 out of my own pocket to get a refrigerator that I am happy with. I did not like what they offered as a replacement. In the end over $700 in repairs was done to my fridge and the offered me a replacement fridge worth around $600. Made no sense and the whole process was an unnecessary headache from beginning to end, not to mention the cost of having to buy ice to keep medication cool in a cooler and eating out every day. I plan to find an alternative to this warranty company when my contract is finished. Buyer Beware! read more

DO NOT DO BUSINESS WITH HMS HOME WARRANTY HMS Home Warranty, the decision to do business with you was the worst decision we've ever made. This is a warning for anyone who is about to buy a house and is also about to get fooled to make a contract with HMS Home Warranty. At the beginning, they make you sign a piece of paper that tells you all your appliance repairs or replacements are covered, only to send you a contract with all the details of what is "NOT COVERED" after you already paid them. They send you service providers with business reviews of barely 2 stars out of five. They deny you coverage after your inspection just because they think they can. Their customer service lacks the information you need, their supervisors are unavailable to talk to you, and when you ask "why" the answer is "it is just the way it is". You ask for a callback from someone who can help you figure out your claim, they tell you your call will be returned within 48 hours. This vicious cycle goes on and on and on, so you find yourself stuck in a home with broken AC for 4 weeks with 100 degree heat wave outside. I repeat: DO NOT DO BUSINESS WITH HMS HOME WARRANTY read more

Don't ever fall for this scam. They get you to buy a warranty and then string you along until you just go pay someone else to fix the problem. I've been without heat for over a week now and temperatures have been in the 20's some nights. I've had two different HVAC companies out and an electrician. No one has had any solution and now I'm being assigned to yet another HVAC company. I can't even get them to move me up in priority being without heat. My wife and kids aren't happy and I'm afraid one of their small pets are going to die. So now I have to wait three more days without heat until this new company comes out. read more

I wish I could give 0 stars!! Worst home warranty possible stay away from this company. They find each and every way not to cover any of your items. It's a total rip off. You have a better chance just putting money in a savings account and pay out right for any replacement or repairs. They are super unhelpful! Please pass the word on to your homeowner friends! My situation, my freezer is currently over freezing and have a lot of ice build up as well as items in the refrigerator are also becoming frozen. We called home warranty so we could have someone review it for $75. Ok $75 should hopefully fix our issue. Well try again, the issue is a gasket. Ok a gasket should be to big of a problem. So the company then tells me I need to defrost my fridge and freezer for 1 day possibly more, well I just purchased food what am i supposed to do with it. I guess I will have to take that loss, but then when the repair company passed the information on to home warranty, they replied they don't cover gaskets or the fact that I would lose all the food within my fridge and freezer. Gasket is about $400 to fix, well then what's the purpose of having home warranty. I could've used the money I pay a month to my repairs. All in all, worst customer service and unreliable coverage! DO NOT USE!! read more

I have had an HMS home warranty since 7/2010 it is now 11/2018 and I just had my first claim. My furnace has stopped working. I am going on 3 weeks now with no heat. The wind-chill today is going to be 15 F and I have no heat. I filed the claim three weeks ago. Last week I finally get approved for a new furnace. The repair company they contracted is charging me $1700 to do the install even though the warranty says I have a $100 deductible. So here is how the scam is working. When the contractor told me the amount I would have to pay I asked for an itemized quote. Instead of providing the quote they gave me a military discount (even though I am not in the military) this set off the red flag. So I started to inquire more. There was a charge for $150 for a permit fee. When inquiring about the fee they then said this is an error there are no permits needed at my location. So without seeing a quote they already reduce my fees around $400. I felt like I was getting taken for a ride so I called HMS and here is where the disappointment really begins. I called HMS and had to go to the sales department and ask to be transferred to the claims department. When inquiring about using another contractor of my choosing I was told I could request a claims credit which I can receive the funds for and use with a contractor of my choosing. They told me it would take a couple days. This is a difficult time for me to get off work so I decided to go with the original company HMS chose. But I left the request for a claims credit open just in case. Next, disappoint the contractor HMS choose was supposed to be at my house on the Wed before Thanksgiving at 8 AM. By 10 AM I called them to see how long they will be. The installer said another company they do work for did not have heat at their KFC store and that took priority over my house. But he promised he would be there in a couple hours. Around 2 PM I called again and he said he would be there at 4 PM and then I call them again at 4 PM and he said he would be there at 6 PM and at 6 PM he said sorry can't do it. Okay, fair enough well I decided to check with HMS on Friday after Thanksgiving regarding the claims credit and it still was not ready. The contractor still has not installed a furnace. Now, here I am on the Monday after Thanksgiving. I tried to contact the contractor HMS chose and they said they would call me right back. An hour later I called them again and they did not answer, repeat, repeat, repeat. So I call HMS and asked about the claims credit. By the way, had to go to sales and ask to be transferred to claims. HOORAY, I am told I have a claims credit and I can now go to another contractor of my choosing. Excited I then learn it is for $684. That is not a typo it is Six Hundred and Eighty-Four dollars. At this point, I am completely disappointed. I asked this cannot be serious I have been paying for this warranty for over 8 years and this is all you cover with your $100 deductible. Yes totally serious and the lady on the phone with me could not give a you know what. 3 Weeks, no heat and no hope in sight. Can't get the HMS contractor on the phone and HMS will not cover a 1/6 the cost of a replacement. DO NOT USE THIS COMPANY IT IS A TOTAL RIP OFF!!!! read more

I can state without any hesitation at all that HMS is the worst company I have ever dealt with in my life. If I could rate this company no stars, I would. It took me 14 months to get my broken dishwasher replaced. They fought me EVERY single step of the way--for instance, repeatedly sending me back to companies which had already told HMS they couldn't fix the problem, not listening to these companies who told HMS that trying to fix the 15-yr-old dishwasher simply wasn't going to work, trying to claim (inaccurately) that I had voided the warranty by bringing in someone without their knowledge, trying to claim (again inaccurately) that I was asking for more in reimbursement than the repair (despite the company's invoice showing the full amount I was seeking reimbursement for), taking more than 2.5 months to reimburse me for that company's (unfortunately unsuccessful) repair, and more. Eventually, after 14 months when HMS finally agreed to replace the dishwasher, they asked me for the space dimensions, I gave it to them, they offered me a dishwasher that was too big for those dimensions, I told them, and they replied, "Sorry, we only offer you one chance at a dishwasher, if you don't accept it, we don't offer you another" so then I had no choice but to accept the cash payment which was a couple hundred dollars less. I could keep going with more details, but in summary, working with this company was an awful experience that no one should have to experience. It was made very clear to me that they really couldn't care less about their customers. read more

We filed a claim because our 4 yr old A/C unit didn't work when we turned it on for the first time this year since we just moved into this house in Feb 2018. We waited a week for HMS to send out one of their contractors (he has been amazing and gone above and beyond) however HMS has been dragging their feet. After they approved the compressor replacement they have lied to my husband and myself saying that they shipped the part and it was on our contractor to pick up (it wasn't even ordered!). They have tried to blame him multiple times then they tell him they are waiting on us to approve the disposal fee that we were never contacted about. Once that was done they shipped the part to Georgia (we live in Ohio) and then returned the part because it was never picked up! They refuse to refund our money or waive any fees due the inconvenience of as of last count 3 weeks of no A/C in 90 degree heat. They told us the part was shipped and would arrive by 6/9/18 and as of today it still is not ordered. We have talked to multiple supervisors (Samantha and Jasmine) who hang up on us "to work on the issue". They promise call us back then when we call back to follow up we are told that it is another dept's job to make outgoing calls and they "can't" call us back. No one will take responsibility for finishing our claim. Meanwhile we are still without air in hot and humid conditions. This company is unethical and immoral. Do NOT buy or renew their product! read more

Like virtually everyone else who has reviewed this company, my experience with HMS has been infuriating. Their marketing is misleading, and lurking under the facade of their promises, is a well oiled scam. A scam that I'm sure is well researched to operate within the muddy-but-still-legal gray area along the likes of pyramid schemes and "checks cashed" companies. A technician was sent to look at our malfunctioning washing machine. $100 for the deductible. He spent about 10 minutes looking at it and determined "structural collapse". The part to fix the issue no longer exists, so, great, new washer right? No. After 6 or 7 phone calls, hours out of my day and finger pointing between the technician and HMS, we get a call, several weeks of broken washing machine later from the the technicality crew citing article such and such and explaining why it isn't covered. Oh, ok. So can I have my $100 back since you did literally nothing to help my situation. No. I would strongly discourage anyone from considering this company. read more

Like others a 1 star rating is a low as possible. This company is a nightmare to deal with and there is virtually no way to contact anyone that might care and try to help. 2 weeks after the first tech visit on our refrigerator, I am told that the tech will be here today after 3:00 PM. Now this is estimated to be a 3 hour repair to replace the needed parts, so I don't feel this is going to work at all and I will be put off again. At this point I am seriously feeling like I will junk our unit, buy a new one and ditch the warranty altogether. I can only assume that the management team is overwhelmed with huge number of complaints and either doesn't care or is completely clueless about how to improve on their consistently bad performance, I plan take this up with the BBB and my state Attorney General's office. For the sake of all who have paid money to this company, this can not stand. Yes I am hopping mad! read more

If I could give them a zero star, I would. They are not prompt. They don't call back. They treat you like a file number, not a person. Our A/C broke. I have had to call multiple times a day to get updates. Over 90 degrees while A/C is out? No worries, sir, we are researching it. Your young child is sweating and crying at night? No worries, sir, we are researching it. You had to get a portable A/C unit, even though you spent money to get this warranty, which is supposed to fix broken appliances? No worries, sir, we are researching it. This has been my interactions with them. If you want/need a home warranty, find any other company. No one could be worse. read more

After 3-1/2 months, I finally had my HVAC system repaired/replaced. After four companies sent by HMS, my system still malfunctioned. Finally, I negotiated with them and found a competent contractor (outside of their network ) who successfully completed the job. I have spent $1400 of my own money during this ordeal and the contractor has not been paid by HMS. HMS/Cinch has not responded either to me or the contractor. I truly question the integrity of HMS and their services. read more

Do NOT get a contract with HMS Home Warranty. I've had small issues with them in the past, but let it slide. They are now telling me that I have to coordinate and pay a plumber out of pocket to disconnect and move my water heater, schedule with the HVAC repair (which is the only part they cover), then get back in touch with a plumber to have them put the water heater back in place and hooked up. This is because they don't cover access to the covered device. I would be more understanding if THEY HAD THE CURRENT WATER HEATER INSTALLED IN ITS CURRENT LOCATION. They won't even cover me spending an extra deductible for the plumber because the water heater is working properly. They are telling me that I need to pay money to spend a week without hot water so they can repair a system they don't have access to - because THEY put the water heater IN THE WAY. I'm willing to work with them, such as paying a second deductible to the plumber. But they will not help solve an issue that they caused. read more

This is a terrible company. Please look elsewhere for home warranty needs. read more

We received this warranty as a part of purchasing our new home. Had I been able to have a say, we would have done research to find someone else with better reviews. But alas, here we are. We have had to handle two different claims with HMS since we bought the house. The most recent that has pushed me into writing this review is for a broken refrigerator. The fridge is currently running too cold and freezing items, but the thermostat says 48 degrees. Our first repair went smoothly. Within 2 weeks, it broke again. Our second repair - not as much. It took over 2 weeks to get someone to our house to "diagnose" the problem. Then over a month to get the repair approved, parts in and repair complete. Two weeks later, the same issue. So we called again, at this time we were told that we needed a new fridge by the first HMS person we spoke too. Insert sigh of relief. Then it went downhill. We were connected to the claims department who said they needed to send out another repair person. They never showed, just submitted a "repair estimate". (Their review to follow separately). When I called HMS to complain and request that instead of the repair, they replace since this "repair request" was made without even coming to our home, they declined my request. After 15 minutes of trying to reason with the customer service rep, I requested to speak to her supervisor. She put me on hold, came back and told me one wasn't available, but she would put me on a call back list (takes 24-72 hours). I said I would rather wait on the phone than be put on a call back list. I was told it wasn't an option, that no one locally was a supervisor. I said that is OK, I will wait until she finds me an supervisor to talk to. After a few minutes of that back and forth, HMS Claims Department HUNG UP. I thought maybe it was a bad connection on my cell phone and they would call back. They didn't. DO NOT USE THIS COMPANY. I know it is a warranty company so they repair and repair and repair. But not listening to my issues with their service provider, not being able to speak to a supervisor (what self-respecting customer service department does that) and then hanging up on me. What a mess. We are looking to find a new Home Warranty company as they have lost my business for a lifetime. And I know a lot of realtors - so they will lose their business as well. read more

Update: they reimbursed us after hours of phone calls for the $135 charge for AC fix. Still not worth it.