I had my upstairs a/c unit go out, they sent a great company to fix the issue. Had to be replaced, along with the furnace, cost me only the $100 deductible. Saved me $10k!!! When the downstairs unit acted up, they let me request the same company, this time it only need a new evaporator, not full replacement. I don't consider a home warranty for anything other than HVAC. If that is covered fully, then it is well worth the $495 a year premium. It is not for minor problems like clogged tubs and fridge parts. I continue to use them on all my houses. read more

Our new house came with a realtor's closing gift of a 1-year home warranty for free. We paid out of pocket to renew the plan for a second year -- and that's when everything went downhill. Previously known as Long & Foster Home Warranty Plan, powered by HMS Home Warranty -- this Florida-based home insurance company has changed its name to Cinch Home Services, I'm told. Whatever they call themselves these days, the fact remains that this company is a total ripoff! Even though you pay all this money for an insurance policy, it is next to IMPOSSIBLE to get them to actually fix anything. I TWICE paid a $100 deductible for each of two different technicians to come out and inspect my faulty dishwasher. Neither tech could identify any problem, though the machine still does not work properly to this day. So I basically paid $200 (plus the additional annual cost of the insurance itself) for absolutely nothing! I am out those hundreds of dollars, plus the hundreds more I'll have to spend eventually to replace the entire dishwasher. And to make matters worse, the second tech scratched my tile kitchen floor when moving the dishwasher out to inspect. So, yeah, thanks for nothing, Long and Foster / HMS National / Cinch Home Services! What a ripoff! Don't make the same mistake I did! Run as fast as you can away from this company. They will collect your money and then offer you absolutely nothing in return. read more

HMS National - Insurance Near Me - Fort Lauderdale, Florida

Bought home with Cinch warranty. AC not working after 2 weeks. Called on Monday and finally got someone out to repair late afternoon. $300 later AC seemed to be working. On Friday AC not working again. No response from anyone all weekend in 95 temperature. We were told we had to wait for same company to come out- possibly not until Monday. I would call a reliable service but have already spent 300 and they won't cover costs of anyone but the one they sent. Very difficult to reach and make claim using Cinch. Not happy with quality of their "service""! Follow up: Monday. Never heard from Cinch's representative all weekend even after I sent my personal contact information. I spent an hour and a half on hold today with Cinch. I was disconnected twice and had to keep calling. Finally got through to manager that offered to send the tech back out to recheck. Really!?? We have spent 3 days no AC and no return call from tech and Cinch. We will find a company that does the job right and responds. Lesson learned- home warranties like Cinch just give us the run around and don't provide the 24 hr/7 days a week service. read more

HMS National - AC unit that was serviced using Cinch's only AC repair person in our arena. No wonder it still had problems a week later. - Insurance Near Me - Fort Lauderdale, Florida

So the hellish saga continues still have a giant hole in the wall and no air unit replacement. One employee has been a great help but my frustration is why am I still dealing with a simple fix a month later. Hole in my wall is still and issue and have been without cold air in the middle of summer. With my health issues this is a medical concern with the temperatures. I have documented a great deal of this ongoing and reporting to the better business bureau. **** continued update Called again today. Yesterday waited an hour and was never able to speak with someone. Today called in and only took 15 min to speak with someone. Still no update on the new unit or when it will be installed. Today officially marks a full month and several days. ****** Aug 6th Well finally had another service man out and while he was very nice and helpful because HMS misinformed him and did not do there part like they said they had with researching the comparable air unit he was not able to complete the job at no fault of his own. At this point have been waiting on hold for almost 2 hours to speak with a supervisor because again I am needing to go to ace hardware to fix hole in wall again something I am not knowledgeable in. The amount of money I'm having to spend out of pocket, health issues, bug issues and most importantly my time has been wasted. Supervisor SHAR-ESSE rudely hung up on me after waiting for two hours and was kindly asking to see how this unfortunate issue was being resolved. When told she could do nothing more I asked to be transferred to her Supervisor and she refused and hung up. read more

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I have been without a blower motor since 12/19 and have made several calls to customer service who cannot help in any way as they do not have a number for a supervisor or a manager they do not have a number for the corporate office they do not even know who their CEO is. Every time I call I get a different story, As of yesterday Jasmine told me that my part would not be here until February 24. I live in Virginia it was 23° last night. It's freezing in here and I am worried my pipes will freeze. I called today and still cannot get any help from this company this is the worst customer service I've ever experienced in my life. Oh did I mention I received a letter stating that they are not renewing our contract as of February 1st!!! How convenient on their part. If I could give negative stars I would. read more

This company should be zero stars and is full of liars and will fail you and then rip you off! I've paid for their warranty monthly for 7+ years. I made a claim in 2022 and the vendor they sent to my home came out and said my attic fan needed to be replaced. The vendor never returned to do the repairs and was unreachable. Cinch said they didn't have any other vendors to help me. A manager called me and told me to go ahead and find a licensed vendor in my area to fix it and then send their claims email the invoice and they'd reimburse me since they were unable to provide me with a vendor. This process took nearly a year and MANY phone calls and emails!!!! I emailed the invoice for reimbursement and now they say they won't reimburse me for the attic fan (only labor cost) because I broke the contract by going to an outside vendor. I paid the entire invoice out of pocket and my $150 deductible!!! I'm now out over $700 because I did as they instructed me to do. Worst company ever that doesn't deliver on their promises and has now scammed me out of money that as a single mom with one income, I need to pay bills!! Worst ethics of a company I've seen and there's nobody to talk to review my claim after three try's via email. Im left feeling taken advantage of!!!! read more

This company is a total scam. My son purchased a home in June of last year, and the seller provided this warranty. The home has a rather old gas range. In late December, we experienced a gas line emergency. The DOT-certified contractor who repaired the line determined that the range was leaking a dangerous amount of gas. As a result, he had to disconnect the range because the gas company would not restore gas with a leaking appliance connected. We filed a claim with HMS Home Warranty the next day. The first contractor they referred did not return calls. The second, Best Appliance Service, sent technician out on December 28 to look at the range. He could not fully diagnose the range because it could not be connected to the gas line because *it was leaking gas.* However, he made some educated guesses and said he would order some gas valves for replacement and get back to me. Best Appliance did cash my check for the $100 deductible on the policy. After hearing nothing for two weeks, I called Best Appliance and was told they would not be servicing the range, apparently because of the potential hazard of the gas leak and the need to connect the range to gas to diagnose the problem. After two more weeks of calls and emails to HMS "Customer Service," they finally placed the claim under "Case Management." We just received another automated email saying they were assigning a service company and we needed to pay another $100 deductible on the same claim. The supposed service company is: OWNER CO 954-835-1900 THIS IS THE NUMBER for HMS Home Warranty. In Florida. We live in Ohio. We've now been without a range and stovetop for 5 weeks. At this point we'll be replacing the range ourselves, filing a small claims lawsuit, and filing complaints against the company with the Ohio Attorney General's Office and Better Business Bureau and leaving reviews like this one to warn others not to accept a warranty from this company. Their business model obviously is to sell warranties and then refuse to honor them. read more

I am writing to complain about HMS National, provider of HMS home warranty in PA. As a new homeowner this warranty was provided on my behalf by the home's sellers. Friday, Oct 19th, 2018 was the first day I tried to use their services. Below documents that day's interactions and has been emailed to HMS National, Better Business Bureau in PA, and my realtor who forwarded on to the seller's agent. I will not be utilizing HMS Home Warranty. What a shame that my sellers paid so much for it. I will outline my experience today so that it can be passed along to the seller's agent. Knowledge is good to be armed with. 1) I called today and after being on hold for quite awhile, more than 10 minutes, I spoke to an agent and she was helping me with filing a claim for HVAC service. We were somehow disconnected. Ok. Accidents happen. 2) I was able to file claim online. Note, however, form (and later I would learn, agent) does not ask symptoms or service required, only device and location. That's it. How unclear is that going to be to the tecnician?? 3) I try to file another claim online for washer because it is tripping the ground fault switch after the basket fills with water. I have done two loads and it happened both times. Again, the form only asks for device and location. It won't let me submit and account shows balance of 588 when should show zero. Possible reasons for not being able to able to submit include amount might be due so I am thinking that is the reason. 4) I contact Lauren, my realtor to see if I had a seller credit and I did owe that amount. She confirmed that it was paid at closing from seller amount. 5) I recheck my account online and now the amount due of 588 no longer displays. (Note, I later see it does still show as a 588 balance due.) 6) I call HMS and am on hold more than 20 minutes. When the agent answers she asks my name and phone number, which I give, and am placed on hold again without being told and, again, wait for at least 10 minutes to no avail so hang up. 7) I call again, wait another 20 some odd minutes, speak to another agent. He wants model of washing machine which I provide. He never asks symptoms. He indicates it is not covered and can transfer me to member services so they can explain why. I say no, I do not want to be on hold again. I want to speak to a supervisor. He says ok and I find myself transferred to member services anyway. She says I might do better escalating to a case manager so I agree only to find my recording while waiting sounds a lot like before to wait for next agent with high volume of calls and long wait. I did not wait and hung up. 8) I looked up the company HMS provided for HVAC service with a date of tomorrow, Sat. (Note I tried to call them when given their info, left a voice message with what I needed and never got a call back). Sicilia Refrigeration has very few reviews and what it has isn't good. I would not select them on my own and do not want them now so will call to cancel. 9) HMS does not have good reviews throughout the web. read more

Unfortunately couldn't give 1/2 star. This is pitiful. They will always get there deductible up front and provide the slowest service. The refrigerator went out and after waiting for 5 days for a tech to look at it, I was advised that it couldn't be repaired. When you call Cinch (formerly HMS), their first answer is your parts have been ordered. After to attempting to re-direct the agent they checked and find out it's in research with no possible end in sight and even when they do order a new fridge I can be weeks without one. Basically I could have no way to keep items cold, and if I want to get another refrigerator, then it will be my issue to handle until they get the new one. Or I can accept 1/3 the price of the replacement. POOR POOR POOR SERVICE!!!! read more

So I paid a $125 deductible for them to turn around and say they can't help me because the problem is not covered on the warranty. it's a pretty much a giant scam I recommend using anyone else but them. read more

FINAL UPDATE November 19 - I left the original review on every single social media site I could. A CR associate reached out to me after I posted this review on Facebook. Although apologetic, she didn't offer much help. She said she would contact me the next day. November 20 - No call from Christine. Four hours after the stated time, I called their general help number. They stated different dates than below and again stated they had no timeframe. I asked to speak to a manager. She kept saying there was a long wait time and asked if I wanted to schedule a callback. I made her wait over an hour for a manager to get on the phone. That went nowhere but she did mark my case as an emergency because temperatures were below 45. The parts were scheduled to be sent to my house and nobody told me. I complained about Christine and she called less than hour later. Again, apologetic. 11/22 - my house got down to 44 so I stayed overnight at my parents' house. It was nice having a warm bed. 11/23 - All of the parts arrive at my house. 11/26 - My service company arrives around 3PM to install the parts that HMS sent to us. After 15 minutes, he knocks on the door and tells me that the service sent the completely wrong part. He tells me he's going to the next town over to get the correct part and that we're going to have working heat tonight. He shows up an hour-ish later and my heat is working within minutes. Finally. 11/27 - We are discovering everything that the cold has affected. Our iMac has condensation on the inside of the screen, and probably the casing as well. We have moss growing in the parts of our house that stay dark (closets, baseboards, behind picture frames). I'm concerned my iMac won't work, and that I'm probably breathing in god knows what because of the moss. Christine tells me to contact my home insurance. Because, you know, it's their fault that I was out of heat for well over a month. - Original review: 10/21 - Our heater stops heating. We file a claim with HMS and the service tech is scheduled to arrive the next day. 10/22 - Tech arrives and quickly figures out the issue. Control board and high limit switch bad. They need to consult with HMS. We pay $100 deductible. Didn't hear much from the service company. I was constantly checking in every few days on the status of parts and was told each time, "We don't know when the parts will come in." 10/31 - Received an email from service company saying they were coming to the house that day to repair the heater. They install the parts and another part seizes. 11/12 - I'm sick of hearing "We don't know anything" so I call HMS. They say, "The parts were scheduled to arrive on November 5." I tell them I have an email from November 7 stating, "We haven't heard anything yet". HMS personally calls the service company and they confirm they never received anything from HMS. So HMS tells me they'll put out a ticket to have them track down the part. It's Veterans Day so unsure of how far they'll get with shipping it. 11/14 - Haven't heard anything from anybody so I give HMS a call. This lady isn't as nice as the other was. She acts like it's silly that I'm calling to find out the status of them finding a part. Obviously they don't know anything except "The status has been changed to in progress so someone's looking at it". She tells me to call back in 24-48 hours "or you can call back every day, it don't matter". I'm starting to see why the service company always said, "We don't know". 11/19 - I call to see if they found that mysterious part yet. This lady says it arrived at the service company's address on November 2 (???) so they should be contacting me soon. You just told me last week it was supposed to arrive November 5! This place is seriously messed up. It has now been FOUR WEEKS AND COUNTING that I have NO heat in my new home and they don't seem to care. read more

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Buyer Beware!! This is a scam and terrible company! 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

Terrible experience with HMS, now Cinch. My dishwasher broke down in April. Service technician came out and said it was the water valve, which we had replaced. Dishwasher again broke down in June. This time, we weren't home, so it leaked everywhere, causing thousands of dollars of damage to my wood floors. Cinch sent out another technician, after multiple calls from me. Again, technician said it was a faulty valve. I am unwilling to have a valve replaced again, and risk this happening. Instead, I am buying a new dishwasher. Cinch refuses to pay anything on the claim, even after a rep told me that if I refused the repairs, Cinch would credit me for the amount they would've spent on the repair. This warranty is useless, and Cinch's customer service is horrible. Response to Austin, below: I am unwilling to post my address on a public website. I am sure you understand. Rest assured that before I posted this review I sent an email to Cinch (no response), sent a FB message (someone called me, but no resolution), and called and spoke to at least a half dozen costumer service representatives over a 2 week period. read more

Awful awful awful awful. I can't say it enough. I used HMS as a home warranty service for my new home. I have been without a functioning water heater for almost 2 months now. But even better? They are going on their third replacement unit with us. Their customer service has been atrocious .. and full of empty "promises". Today we are STILL dancing around how they are going to resolve/replace it. I'm starting to think this was the WORST $800+ I have EVER spent. You try living without hot water for two months. Thanks HMS! read more

Had to wait 3-4 weeks for service on a/c unit repair. After 1 week wait, had to call hms and have part ordered. Thought this was a/c repair persons job. Wait week 2, Part was not ordered. HMS mistake, called and they apologized and ordered part to be delivered to ac repair company. Week 3, part takes 7-10 days to get to repair man. We're in week 4 and I have had to constantly call repair man for updates and fix mistakes home warranty company made. Worst service ever! Addendum: Thanks for the comment, but I have no way to reply to it. read more

If I could give a negative review, I would. We got them as part of the home purchase. About a month after moving in, the washing machine started leaking really bad, making a loud noise, and dumped a bunch of oil onto the floor. They won't pay to replace it because it was a "pre-existing condition" and that there was now way that type of damage could have been done since we moved in. So now we are paying for the deductible and a new washer. Thanks. Then the dishwasher wasn't dispensing the soap. It's been 4 months and they are "still looking for a replacement part". At what point do you stop looking for a replacement part on a discontinued dishwasher? So we have paid the deductible to have a large paper weight in our kitchen. We just want it repairs or replaced. 4 months is obnoxious. We truly believe they are waiting out the contract end date so they don't have to pay out at all. DO NOT USE THIS COMPANY! read more

I've had my AC go out on a 4 year old unit. I put the claim in on the 25th of June, I got someone to come out relatively quick and they put it on the compressor. Since then, with diligently following up, I was able to find out it was approved and moving to the ordering of the parts. Someone told me after they notified it's been approved it would take 24-48 hours to get the parts. That was on 28th, and here we are on the 2nd. I called three times today, first one told she would email and to call back in 2 hours, I called back and got hung up on twice. I called again, and a nice gentleman sent me to his "supervisor" named "Devyn" Devyn refused to say anything but I'm sorry I understand, and that we only cover mechanical and something else. I might as well been speaking to a recording. He provided absolutely no plan to the resolution. Now, to be honest, if it was just me i'd be fine and figure it out. But I have a 3 year old kid that can't nap at the house, nor sleep safely. My wife is resigned to taking him to the mall and anywhere else that has AC that she can essentially try to camp out at while he takes a nap. At night we do shifts to stay awake to make sure he's okay in the 90 degree heat in our home. We have no where to go, and HMS doesn't care. Apparently their parts department is backlogged, but has no remedy to fix the problem. I'm the sucker that renewed the home warranty since it was good for my oven and sump pump. I guess HMS National doesn't care when a child is over heating in a home. I don't get what the point of me paying 550 or whatever it was for this. God forbid something happens to my wife or son, but HMS doesn't care. Can't wait for this week, since it's the 4th and I'm sure they'll be off taking their vacations not doing anything to move this along. read more

HMS Home Warranty is a scam. They have avoided reimbursing me for a documented and approved repair repeatedly. Their agents are trained to give you the runaround, and when you attempt to speak with a live person, the phone disconnects. It is puzzling why real estate agents sell HMS Warranty products to buyers and sellers. Stay away from this company and do not allow yourself to get talked into a HMS Home Warranty by a Realtor. read more

Excellent service today . I am a Realtor with Berkshire Hathaway HomeServices and I purchased a policy for my personal residence 2 years ago . My HVAC broke and stopped working at 5:00 pm last night and by 1:30 today it was fixed and running . The service tech was on time and very polite . This company is so good that I purchased 3 policies for my clients within the last year that purchased homes from me as closing presents . A+ Well done HMS National.. read more

HMS National is a scam, a sham, a con, a swindler, and a fraud. If anyone reading this is considering HMS National for a home warranty, save your money or go somewhere else. If anyone reading this is looking to file a class action lawsuit against this company, contact me. I will do anything I can to help. I highly encourage anyone reading this that has experienced any issues with this company to report them to the Better Business Bureau (BBB). On Tuesday, March 17, 2020, I had a gas leak on the outside of my house. The gas company, Spire, came out to fix the issue that morning. As a part of this process, they turned off the gas. When they turned the gas back on, they refused to leave the furnace on as they stated it was a hazard and provided me with a written notice. They told me someone should come look at the furnace as soon as possible. I called Avery Heating & Cooling to come look at the furnace the same day. They came out on March 17, 2020, and said the furnace was not running properly due to a bad heat exchange in addition to a bad gas valve needing to be replaced. They did not perform the repairs, only looked at the unit. Like Spire, Avery told us to leave the furnace off as it was hazardous. This came at the price of $164. I contacted the home warranty company, HMS National, and provided them with all of this information. They sent someone out from Air Control Heating & Cooling on Friday, March 20, 2020. The service technician told me the furnace needs to be replaced and even measured the dimensions of the furnace for a replacement. Like Spire and Avery, he stated the furnace should remain off as it is hazardous. He charged me $100 for the HMS National claim deductible, and let me know that someone would come the following Monday to replace the furnace. That weekend, temperatures outside dropped below freezing at my location, and my house was 44 degrees fahrenheit on the inside. On Monday, March 23, 2020, I was fully expecting the furnace to be replaced. Instead, HMS National sent out another service technician, this time from Sears, to inspect the furnace. When he finished the inspection, he came and spoke to me. He stated that he restarted the furnace, and it runs. He also stated that with HMS National, it is a numbers game, and in his personal opinion, the furnace needs to be replaced, as it does not run properly. However, he then proceeded to tell me that he did not want to recommend this to HMS National because the repercussions could lead to him getting in trouble at work or even fired. He recommend I call HMS National and speak with them directly. I called HMS National that same day, Monday, March 23, 2020. The first three times I called, I couldn't even get through. Finally on the fourth try, I was able to navigate through their automated system to speak with an HMS National representative. I explained everything I've mentioned here to her. She said this was a major issue, and she would escalate this issue to her supervisor immediately. She gave me another phone number that was more direct to the customer service line and told me her supervisor would contact me within 48 hours about the issue. I never received a call back from anyone representing HMS National. After the 48 hour period expired, I called HMS National again on Wednesday, March 25, 2020. Again it took multiple tries to get through, though only two attempts this time. Once I was connected with an HMS National representative, I had to explain all of this information again in addition to telling the representative that I have already called about this. Once again, the representative told me that he, a man this time, would escalate the issue to his supervisor, and his supervisor would contact me within 48 hours about the issue. Today is Thursday, April 23, 2020, and I have yet to receive a call back from HMS National or anyone affiliated with them. I despise this company. I am out $489 for the warranty, $164 for the first service technician, and $100 for the claim, for a total of $753 plus 8 hours of my personal time off from work to deal with these people. read more

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Steer clear of this company! Over the years we have filed several claims with HMS and we continue to have a horrible experience. They hire the cheapest companies, so most are incompetent or do shoddy work because they are not making that much money. On several occasion, we have had to request new vendors to satisfy the claim because the ones they send either do not show up or do not know how to fix the problem. Recently, we submitted a claim for a broken dishwasher and HMS sent a broken part. This is after they already sent the wrong part the first time. The third time they forgot to order the part. We caught this after following up on the claim to find out when the part would be in. They will happily take your money, but will not follow through with their claims. There are plenty of other warranty companies. I strongly suggest you look to them first. read more

Extremely dissatisfied with the service from HMS. I am a resident of Minneapolis, MN and on the evening of 11/21/2019 our one and only furnace for the home stopped blowing warm air. I immediately called HMS (warranty company that was selected by the previous home's sellers) the morning of 11/22/2019 to place a claim on the furnace and they gave me the number of a mechanical company who did not return our calls for over 36 hours. This time lapse would not normally be a concern, but living in Minnesota and dealing with temperatures in the low teens and negatives, heat is absolutely crucial this time of the year. After consistently calling HMS and requesting the contact information for a new mechanical company, we were finally able to obtain the number for a different mechanical company and schedule a furnace inspection. After the first inspection, it was determined the furnace required a new part to potentially/hopefully begin working again. When the mechanical company came to replace the part on 12/3/2019, the furnace did not start up. Instead, the mechanical technician identified two more parts that required replacement and suggested a new furnace entirely. Instead, HMS made the call to replace these parts as well but had NO URGENCY for the delivery of these parts. After calling HMS on 12/9/2019 I was finally told that they would expedite the order to try and have it arrive earlier, something that should have been done immediately on 12/3. It is now 12/11/2019 and our furnace is still out of comission. As a result, we have had to take it upon ourselves to acquire space heaters to try and make the house a liveable temperature. Last night (12/10/2019) temperatures were a low of -3 degrees farenheit, with a windshield temperature of -16 degrees. This morning we realized our pipes to the upstairs bathrooms and kitchen are all frozen, and there is no running water. Our home is sitting at 56 degrees, and our entire family is having to wear winter jackets, hats, and gloves around the home. I have called HMS almost daily for the past week, only to be told that the parts are out for delivery and the mechanical company will contact us once they are received. There is no sense of urgency from the HMS representatives, no ability to confirm exactly when the parts will arrive, no direct communication with the mechanical company (only voicemails and e-mails), and as a result of this constant back and forth my family and pets have had to live a total of 20 days without heat during winter in Minnesota. Extremely dissapointed with the customer service from HMS, especially when it comes to an emergency situation such as this. I advise all others to PLEASE look elsewhere for a home warranty company, do NOT put yourself and your family in a predicament such as this. read more

Lovely reviews! Do not call me again to sell your @#$! Policy. Worst reviews ever, has to be a scam company.

At the end of May 2019, we filed a claim for our 22-year-old air conditioner (and evaporator coil). Today is 9/26/19, 4 months later and no units from HMS. HMS has been constantly contacted by me and the service provider assigned to the claim, Ricks Affordable Heating and Cooling (hereby referred to as Ricks) to resolve this issue. 6/27/19 I was told the units were in transit after contacting HMS. Ricks discovered the units should have been delivered to them already. HMS did not have an order #, PO #, model # or serial # (at that time) to track the units. Rick's also contacted the Lennox dealer for assistance. 7/10/19 HMS informed Ricks 3 different order #'s existed, each one going to different places and 2 listed as delivery with none of the orders showing as executed. The HMS rep escalated it to a manager who said she would continue researching the issue and email Ricks when they found the other units. HMS said they couldn't place another order until they determined what happened to the previous units and cancel them. HMS never contacted me. After waiting over a month for HMS to resolve this issue, 8/28/19 I spoke with a rep who said she would issue me a new unit while tracking the other units. The HMS rep told me I should have the new units no later than 9/3/19. I contacted Rick's Affordable on 9/5/19 and inquired if the units arrived, they did not. 9/6/19 I escalated the problem to another manager to resolve this problem, who got back to me within 24 hours. Unable to answer the phone, the supervisor left a message saying she was going to escalate it to a regional level and I should hear something back by 9/9/19. No callback information was given. 9/11/19 Another HMS rep told me another unit was found and verified on 9/9/19 and available for pickup within 2-3 days. Ricks never received a email or any other form of communication from HMS. Ricks was aware of the new units only because of constant communication between them and me. Ricks called both Lennox and HMS to retrieve a PO or tracking # for the new units verified on 9/19/19. No tracking # or PO # existed for the new units, although model #'s and serial #'s of the units were provided. Ricks contacted Lennox, who said they had the units in their shipping department but had no order or tracking information stating the equipment should be shipped. 9/19/19, I inquired with Ricks if they obtained a tracking or PO #. Yet again, neither Lennox or HMS could provide any new information on the new units, but HMS found and provided the model and serial # of the original units shipped. Ricks checked every model in stock in their warehouse, but nothing matched. Ricks commented this situation was unlike any other when dealing with HMS. 9/23/19, first time I spoke with a HMS service rep he didn't understand my issue. He said he would send an email to the approval dept several times. I told him I was already approved but he was convinced to send me to the approval dept. I let it go and was told someone would contact me within 24 hours. 9/23/19, second time I spoke with a HMS service rep who told me new information. After review of my records she told me the units were verified on Lennox's website for availability on 9/9/19, BUT no order # or PO# was attached. She told me the HMS purchasing department never released an order or PO # to Lennox to release the units on their shipping dock. She sent the purchasing dept an email to look into this. She told me someone would contact me within 24 hours. As of today at 3:30pm 9/26/19 nobody from either HMS's purchasing or approval dept has contacted me. It has been 3 days, 72 hours and nothing. Both myself and Ricks have spent hours and hours trying to track down a ghost. HMS communication within their own company, to the service provider and to the customer is beyond horrible. I have a 2-year-old daughter, a wife and 3 dogs to be concerned about. We did what we needed to do to stay cool, but this is not acceptable. It feels like HMS has no priority when something breaks down requiring immediate attention for the comfort/safety of the customer. My HMS warranty expires 9/30/19. We are not going to renew for obvious reasons. A HMS rep answered a question I had that HMS would still have to honor the claim even if the units were delivered/installed after 9/30/19 because the claim was submitted in May. Right now, I have no info or units from HMS to ease my nerves the situation is being handled. So, I don't know how much weight that answer holds. I will continue to post updates on this and the other sites I am submitting for people to be aware of what or what not the company will do for the customer to make this right. read more

BEWARE. Refusing to replace wall unit (a/c) even though it's completely broken and listed on their site and brochure that it's covered Have spent 6+hrs with them on the phone the past 2 days for them to leave us with a hole in our wall, exposing the outdoors and giving us hell to replace AC. Constantly being put on hold for 30-40 minutes at a time, transferring to different "supervisors", each person saying something different. They've left us with a 2'x3' hole in our wall leading outside and no resolution. They're making us jump through a million hoops to try and get something simple taken care of. It's summer and we're left without air conditioning and nothing is being done. read more

ZERO STAR!!! HMS home warranty has now kept me waiting for 35 days to live without a range. It took forever to get a person to ask. It is a nightmare!!! Don't buy it read more

This company is completely worthless. I had an issue with my furnace and called for them to come and check it out. It was deemed inoperable by the local gas company and they still insisted on having me pay $100 for them to send out a service technician. That individual showed up, agreed with the information I already had and submitted my claim. Three weeks later HMS agreed to replace my furnace, with out of pocket costs of $1179. In addition to the $100 they charged for a technician to spend 5 minutes agreeing with the gas company. I inquired about whether I would be able to upgrade the furnace they were providing me, as it was as bare bones a model as possible. They informed me that I was unable to pay any difference for an upgrade, and I could either accept $480 cash and do it myself or pay their provider the $1179 and take what they offered. I have asked repeatedly for the notes of the calls that I've made with these guys and they have never delivered any of it. I've asked because at every step of the road they have been less than diligent in their record keeping and because I want a written record of what I've gone through when trying to deal with this company. I agreed to take the replacement and scheduled a day to replace the furnace. On the day of the installation I was called by the service provider and told that they never ordered the furnace. When I called HMS they said there was nothing in their notes that said that I agreed to their terms, even though they record the calls. When I asked to speak to a supervisor I was greeted by an incredibly rude woman who talked over me and insisted that I never agreed to take their deal. When I asked her to review the phone conversation so that she could hear me agree to their deal a week prior she refused, she also wouldn't give me any information about speaking to her supervisor or anyone in a position of authority with the company. I lost a day of work because of their employees mistake and there is no compensation or even apology. These guys are completely unprofessional, their record keeping is terrible and their customer service is laughable. If you're considering purchasing a home warranty I would strongly recommend you go anywhere other than them. Because I had their warranty I had the opportunity to spend $1280 to replace a furnace that was broken, lose a day of work and be disrespected by someone who is supposedly in the customer service business. Horrible company. *********************************************EDIT****************************************************************** After posting this appropriately scathing review to yelp, I was contacted by their office on the east coast. The person I spoke with was very apologetic for the trash treatment I received from their "customer service" department. He agreed with all the points I outline in the review above and refunded my $100 deductible. While I appreciate the effort from the company, it does not change my opinion on them and I would never recommend using them again. It shouldn't take a horrible experience to receive an adequate customer experience. I am not a punitive person but I hope Stacy Williams at extension 4161 was severely reprimanded or removed from her position in that company. She certainly cost them any future business from me, and any referrals I might be able provide as well. read more

Another issue I have with Hms warranty. My Air conditioner broke so I paid $125 deductible and they replaced the compressor. 4 months later within the 6 month guarantee it brakes again this time it's the wire to the compressor. Hms claims it's a separate issue and I pay $125 again to fix a tini wire. Is it fair to make separate parts of one unit separate issues? I've paid 5 $125 for terrible incompetent work!! Ugh read more

To note: we have written a handful of reviews ever, especially poor reviews. In terms of this company, we are leaving feedback anywhere we can. We have been extremely unsatisfied with this company. Since moving into our new home, our air-conditioning and refrigerator have gone out. The warranty company has talked with us but has not resolved these issues, if not just made them worse. We cannot be more unhappy. Shortly, we do not recommend this company and advise others to avoid them. read more

So I'll start here...DON'T EVER use this company!!!!! If you look at reviews it should be obvious and if I owned or worked for this company, I'd be embarrassed by all these horrible reviews. I mean obviously they don't care to provide top service and help people. I wouldn't recommend them to anyone and actually told our realtor to stop using them!!!! This warranty came with our new home and within a few weeks (early November 2016), we realized our upstairs heating unit was blowing cold air. We contacted a trusted heating repair company, who advised that the coil had gone bad. The repair man also checked our downstairs unit and discovered it had a leak as well. Prior to purchasing the house we had a home inspection completed, with no issues. Now this was done in summer, when the heat wasn't running constantly, but nevertheless no issues were seen. We contacted HMS, who said they would send someone of their choosing and call us back within 48 hours.....crickets. I had to call them back 4 days later and they finally set up an appointment. This company was about one hour away from us, which made no sense. The company arrived and checked both units. They turned a valve (his words) on the upstairs unit and then checked the downstairs. The worker stated that both units had issues and he would submit his report. He also added coolant to the outside unit. After a few days, we called HMS to follow up and were told that they would only cover one unit, due to pre existing conditions. We pleaded to let someone else come and they agreed. We called our guy, who submitted paperwork that both units were messed up. Now mind you we were getting into Dec and having to run emergency heat in BOTH units, with our heating bills averaging $600.00-$700.00. Also, it should be noted that every time they said they'd call back, they never did. My wife started handling a majority of communication with them, due to my work schedule, and finally at the end of Dec, we agreed on around $4300 to repair both units. This was told to her by a manager. We went ahead and paid out of pocket for coils to be replaced in both units, waiting for check. My wife was then informed that the price was never agreed on and she would only be getting $1,170 to repair both units. So now we're out $4,430 roughly, including heating bills. My wife was told that we would would receive that check in 3-7 business days. That was January 27th. The check never arrived and I called back. I was told that it would be 3-4 weeks and if I didn't get it by February 20th, I should call back. Well....surprise, I called February 20th and they said it hadn't even been processed, but they saw the notes when told it would be 3-7 days originally. The rep told me it would be going out that day and assured me that it would be sent on the 20th. Just a side note to this, about a week after coils replaced, the outside unit broke and 2 separate repair people are sure that the original company sent out by them, over filled the unit(you can see the over flow and we have pics and readings from our guy on both occaisions prior to them coming and after) so now we have to replace that and ARE STILL RUNNING ON EMERGENCY HEAT FOR DOWNSTAIRS UNIT, WHICH IS WHERE MY 4 MONTH OLD BABY SLEEPS) we all believe that the company sent by the warranty company jacked that unit up by putting to much coolant in it So anyway, back to the check. I never received the check so called today February 24th to follow up and surpirse again...it wasn't mailed till Wednesday, not Monday like I was assured. This company is awful, I read reviews prior to using them and thought I'd have a better experience. I was wrong, they have promised us more money, then less money, then a check in 3 to 7 days, then a check by the 20th, then the check would be sent on the 20th, then come to find out it wasn't sent till this Wednesday. They seem to care less that we're about broke because of all this. What should have been a great experience with the purchase of a new home has about broke us, stressed us, and made us think about a lawsuit. This has been one of the worst experiences I've ever had with a company No one deserves to be treated like this or have to experience this. Again our first claim was filed in Nov of 2016 and this is still on going. Not to mention I have to shell out another $2000 something to repair the outside unit. Sad excuse for a company.... read more

Unprofessional and inadequate of understanding their own computer system. They deal with nothing but D list contractors and then drag their feet when it comes to reimbursement checks. They have not recommended a reputable licensed contractor for any of the 3 claims Ive made. The first one they recommended missed 2 appts and when I notified them, they said, 'Well we think they are a good company.' Representatives can't give you concrete answers on anything. They all have a different excuse as to why nothing is being done. All in all, I regret ever dealing with this shady company. read more

Worst customer service I have EVER experienced. The "service provider" they sent to do the work couldn't fix my plumbing problem and I eventually had to call my own person to come out and fix the issue. Then once it was fixed approximately 4 months later I get an email saying I owe them $50 for my deductible, which I paid directly to their provider as I was told to do. I tried to get some kind of help with this and after contacting customer service again, being placed on hold for over 30 minutes I was finally hung up on. I get a call the next day from a plumbing company saying they were calling regarding my service request, WTF?! I had to call back to inquire why the service request was open again, they could not tell me why. I finally got sick of it and just paid the $50 because I just couldn't bear to deal with calling them again. read more

This company is terrible and I will be cancelling as soon as my claim is actually resolved. I have been a customer for 3 years and cannot believe how I have been treated. My AC unit went out 5 weeks ago, so I called to start a claim. Later that week we got a contractor out to our location, who replaced parts in our AC, said it was good and to give it a few hours to start cooling again and left. 8 hours later the AC is still not working, so we call them again and the owner of the contracting company comes out to look at it. The owner tells us straight up that the previous worker has issues breaking units, and has broken ours. He tells us we'll now need a new unit and that he'll get back to us. I then spend the next 4 weeks trying to get ahold of the company, scheduling and rescheduling appointments. My wife and I both continually miss work for appointments that are being missed. HMS reps tell us to get ahold of the company, and the company ignores us completely. Each time we do get ahold of the contracting company, My wife and I are verbally abused and demeaned by the sales rep they have. Nevermind the fact that each appointment has been set by them and they broke our unit, we are belittled for not bowing to them when they have to reschedule for the 5th time. We call HMS to have a conference call with their contractor, in which the contractor does their usual screaming at us over the phone. This finally convinces HMS to allow us to get a new contractor to finish the job, who promptly comes out and inspects the unit, telling us it is indeed broken and needs replaced. HMS then forgets to actually continue processing our claim, so we have to call in and complain again to figure out what is taking so long, with the contractor calling us to try and figure out why our claim is taking so long. On top of the deductible we have paid, and despite the fact that we were verbally abused and had our unit broken by their contractor, we now have to pay an extra $400 in fees to have our unit replaced. We manage to get a call with a supervisor, who literally does not care at all about any of the complains we are making, continually telling us that the information the previous contractor provided is different, and even though both have said the unit needs replaced, the previous one that broke it did not report that they had broken it so we are out of luck. The supervisor does nothing but write down notes and tell us that we are out of luck with a monotone voice, not even feigning any sort of empathy. On top of that, in order to have any sort of warranty on the labor, we have to continue paying our monthly fee and are unable to cancel our subscription until after the labor warranty would normally expire. We are STILL waiting to get our unit fixed, and are so incredibly tired of calling in to argue daily to get our claim moving. This entire company is a joke, they do not care at all about you as a customer and do the bare minimum to close the claim. I will absolutely be cancelling after this and there is no way I will recommend this to anyone or even accept a home warranty when purchasing another house if it is through HMS. read more

This company is a complete scam. Their recommended service providers missed two appointments and thus caused me to miss 8 hours of work. Once I finally got a service provider out here, they charged a $100 deductible for the service visit. However, the problem was not addressed and HMS subsequently called me to tell me the issue was not covered. Essentially I lost $100 by filing a claim through this company when I could have scheduled a competent and on-time servicer to diagnose and estimate the problem originally. Buyer and Seller BEWARE - DO NOT WASTE $500 purchasing this "warranty" for your home. I will be filing a complaint with the Better Business Bureau and continue to advertise my distaste for such an awful, consumer-predatory company such as HMS. #HMSHomeWarranty This company will charge you a "deductible" each time a service provider comes to your home. However, their use of the word "deductible" is extremely unclear in their contract literature, because this "deductible" still must be paid regardless of whether or not service was actually completed. read more

Scam company, I've spent 9 hours on hold over 5 days and can't speak to a supervisor. I've called at 8 am, 1pm, 5pm. Nothing. See attached picture. 3 hours on hold currently. No heat for 2 weeks 40 degrees outside. read more

HMS National - Insurance Near Me - Fort Lauderdale, Florida

A Sears Tech came to assess what was wrong with my dryer. He ordered the parts and came back the next week to make the repairs. I thought everything went fine. Then months later I receive a letter from Sears saying HMS refused to pay 71.70 for two parts that the home warranty does not cover. At no point did the tech tell me these two parts were not going to be covered. HMS told me that they authorize Sears to make up to 250 dollars of repairs and then fax in the parts list. In several cases sears sends the itemized report after the fact. I told them that this seems like a bad way to do business. It leaves a gap and subjects the customer to pick up the tab when HMS is allowing for the bad business practice. Update: After speaking to a supervisor and multiple people HMS National said they would cover the 71.10 but they were only doing it as a customer service gesture. When I told the supervisor that I would update my yelp review to reflect that they are going to cover the 71.10, she hung up the phone on me. read more

I ALSO would advise using any other home warranty company than HMS. 38 days --and counting --without AC and a 100* forecast for the weekend. We will be forced to stay somewhere else. It is EXHAUSTING getting anyone of authority to answer questions, and you will never speak to the same agent twice (they do not have working extensions, was on hold 24 minutes before I spoke with a human two nights ago) . I feel sorry for my service provider who is trying to help, but his hands are tied by what he can order, as HMS does all the "research" (delays) and purchasing (delays). Delays, delays delays. They will do everything they can to give you the most inexpensive solution, which means numerous cheap fixes. They've had 3 attempted repairs and 3 failures. I've had 3 case managers none of whom return messages, by email or phone. SAVE YOUR TIME, MONEY and SANITY, and DECLINE this service if it is gifted to you by your real estate agent! It's your home--your most important investment--STAY AWAY FROM HMS! read more

HMS Home Warranty - also doing business as HomeSure Services, has horrible customer service - do not waste your money! My Dryer issue was reported 11/27/2017 to HMS. After 6 scheduled service calls, 3 parts replaced and 9 phone calls to HMS (averaging 40 min each), Sears cancelled the last 2 recall appointments saying they will not service a third recall. THREE HMS Case Management supervisors promised to resolve the issue, but none have called back, as promised. My dryer still doesn't work properly. I cancelled my contract today. HMS has achieved their goal, I guess, which is to jerk the customer around for so long that we just give up. Who could afford to miss work EIGHT times for a dryer repair? What boss wants you on the phone for SIX hours trying to resolve the same issue? I will take to social media and state my case that HMS has proven to care far more about collecting your monthly fee than they do about resolving your problems. read more

They do everything they can to not pay-out, find every excuse to tell you your claim isn't covered, and send vendors that do sub-par work. We had to escalate the issue to get our hot water heater replaced, taking a lot of time and creating frustration. We had to pay the deductible twice for visits where they claimed items were not covered... the door bell and our ice maker. If they would have told us the items were not covered when we called, then we wouldn't have had them come out... that's just not fair. The repair person who came to fix the garage door ran the wire haphazardly along the ceiling and down the wall, instead of through the ceiling and in the wall like it was originally installed. We had to tack the wires up ourselves with a staple gun. Not worth the paper on which the policy is written. read more

I'm fed up with HMS National, after two and a half months I'm actually in a worse situation than I was when I filed my claim. At this point it is clear to me that the combination of HMS and it's service providers are either incompetent or they simply do not act in good faith to provide the services they claim to within a reasonable period of time. We have a 25 year old heat pump that's backed up by a gas furnace. I filed a claim because the heat pump stopped working. HMS has sent incompetent service providers who pushed to make minor fixes that they didn't know would actually correct the issue. The first service provider made the issue worse. The second was okay but clearly knew HMS wasn't going to approve the cost of what really needed to be done. Once they sent a service provider who actually diagnosed the issue, HMS ordered the wrong part which has led to me being without heat in my house during the coldest week of the winter so far. They dragged their feet to eventually get the correct part ordered and once it was available for pickup the most recent service provider stopped returning phone calls. The amount of time I have spent dealing with HMS and it's service providers is maddening. Their business model delivers nothing but issues. For the premium I've paid, the time off I've had to take and the additional money spent on energy bills and trying to stay warm over the past two and half months, I would have been better off never buying this warranty and simply finding a reputable heating company to complete the work on my own. It would have taken two appointments and a lot less headaches. read more