This "service" should be named HOMESCAM! My husband I have had their policy since its origin about twenty years ago. We have had limited claims (two) over this time for very minor items but because we live outside the Denver metro area had to find our own repair service, get an estimate, call back to Home"Smart", wait for approval (this can take days) and if it's too much (apparently over about $150) they will not reimburse. On one occasion we never did hear back from Home"Smart" after multiple calls and messages, so we had the repair done as needed and just absorbed the cost ourselves. VERY POOR CUSTOMER SERVICE!!! THIS time we decided that if they didn't treat us fairly as consumers we would cancel our plan, but we would be persistent. So our Whirlpool French door refrigerator (only 4.5 years old) recently developed a leaking door to its bottom freezer drawer due to its foam insulation breaking down over time and separating from the door itself. (Note, this was not due to external damage to the refrigerator or a cracked seal, etc. But water on one's kitchen floor presents a constant safety and homeowner nightmare not to mention the poor performance of the appliance.) We followed the steps required by Home"Smart" that I listed above and an authorized Whirlpool service repairman came to our home and identified the problem. He investigated and found that a replacement door to the drawer plus his labor would be close to $700. The refrigerator was around $2000 new. After multiple calls over two and a half weeks and getting put off, told "only the door gasket could be replaced" (not the issue with the applicance) or being told to wait for someone else to call us back, Home"Smart" did NOT approve the repair as a "covered item" and that we did not have their newer replacement appliance product/plan either, which we did not know about. (Such a joke and no help whatsoever.) I told the supervisor we were not impressed and wanted to cancel the plan immediately. We have more than paid for the repair with premiums for so many years. Then I was told I was permitted to cancel the plan because this month is our renewal month! THANKFULLY! Apparently, we would have been stuck with the plan (and in reality, poor or no service) for yet another year had we not cancelled now! CONSUMERS, BEWARE! This plan appears to be good only if you do not need to use it. I can't believe it even exists! read more

I have a kitchenaid side by side refrigerator model # kscs25fkss01 that will not dispense ice. Technician 'Troy' came out and determined that the control board part number 4389211 was bad. Reported that the board was no longer available. Troy left saying that the unit is not repairable. A quick search on internet found a oem (original equipment manufactured) item available from partsimple.com (http://www.partsimple.com/4389211-wpl-n-8.html) I spoke with a supervisor at xcel energy Mr. Michael Thomas. He said initially that xcel would not cover the part but after sending him a link to the site that I could buy the part and xcel would not warrant the oem part and that xcel would reimburse me for said item. Mr Thomas has not confirmed the verbal offer via email and I have received a letter from homesmart saying that coverage would no longer be provided on the refrigerator. At this time I am not satisfied with xcel energy homesmart and believe it to be a potential fraud. I will repost results if different when and if xcel does something. read more

We paid for 5 years and when it was time to use it, they didn't call us back for 2 weeks on the dryer...we ended using a completely different service. There is no customer service to get a status, you have to go through machines. Now that I'm canceling, there's a 575$ termination fee. So basically I paid for nothing. HORRIBLE!!! read more

I have had xcel HomeSmart for almost 10 years and I called them this week to fix my Samsung Freezer and they told me it would cost me at least 600.00 out of pocket minimum because of parts and labor and that they are not worth fixing. There response to me is that it was in the terms and conditions that they won't cover it. I told them if they know that Samsung Refrigerators are not worth fixing then they should not allow customers to add it to their plan. I told them I wanted to cancel as the thousands of dollars I already gave them was not helpful. They told me I have to wait 6 months until my plan is up to cancel. They wouldn't even cancel it for me after having this sort of problem. Totally trapped. DO NOT WASTE your money with HomeSmart, set aside money monthly. read more

I decided to add the HomeSmart plan to my Xcel Energy bill, over a year ago when I had to have some repairs done with my water heater, figured better safe than sorry, for the other appliances. I needed my AC checked because it wasn't performing right. They came out, took 5 minutes to tell me it couldn't be repaired and they would have a sales person contact me. The sales person contacted me right away and I told him that I was having someone else come out to check it because it didn't make sense that it couldn't be repaired. Before my other contact came out, I received a letter from Xcel Energy stating that the unit was "too old" to be repaired and they weren't able to get the parts they needed. I contacted HomeSmart and asked why the unit couldn't be repaired and asked if they really checked for the parts. Customer service person said she couldn't help me; I asked that she remove the HomeSmart warranty plan and she said she couldn't, as the month had already 'started.' I told her I wanted the plan removed by August, she said it would be. I asked that she have a manager contact me, regarding refunding my money because obviously, they have no intention of ever repairing an appliance because they are older. The person that repaired my water heater came out, said he could fix it, and it's been working properly ever since; he had no problem finding the parts. I have not received a call yet, from Xcel Energy, and upon checking my bill, the HomeSmart warranty is still on my bill. They took the AC off, and let the cost for the service remain. This is not good customer service, and I recommend only adding this service if your appliances are new, as they will not do any repairs, if they're not. XCEL ENERGY, I'm still waiting for my call; I called today and left a message with Luke. I expect to hear from you ASAP. read more

The Technician are great. The rest of it not so great.The ice dispencer on my refrirator went out. I called home smart -the tech came out looked at it said its the the ice bucket. The icebucket is not covered????? No where on my list of covered or uncovered is a ice bucket mentioned. My plan states water & ice dispencer is covered. I think it needs a ice bucket to dispence ice. But it is not covered. Not only will they not repair the ice bucket I cannot cancel the refrigerator part of my plan until January 2020.Is it Me or is something not right here ??? read more

Signed up under the 3 month free promotion on two investment properties, but Excel Homesmart did not honor that promotion - even after asking, and their representative agreed to, that credits be applied. Took forever (45 minutes) each of the times to get a hold of a representative each time I tried. Cancelled after the one year contract. read more

Good luck getting service. After a couple of days I called to find out why I had not heard from the scheduler. The BS reply I got from them is that the contractor was slammed with "no heat" furnace calls and would call to schedule as soon as possible. The temperature was in the 50s!!!!!!! Lows in the 40s and no hard freeze yet. The real issue is that Homesmart switched contractors and this new company does not have adequate resources. When it gets really cold, it is bound to get much worse. Do not waste your money. read more

I have had my refrigerator covered for more than 10 years, never had a service call until recently. When time for repair, I was informed that the part is NLA- No longer available. And that the refrigerator will be dropped.I received nothing. Imagine the surprise to be screwed over so royally. What a racket. I found the part in just a few minutes searching the web, A NEW oem. Home Smart collected about $600.00 over the coverage of about 10 years, than when I need service they hosed me. Please consider another , Do Not select Home Smart. They take your money but are a real scam. Also, just try reaching them by phone, allow a few days to get a response. read more

I have had Home Smart since I purchased my home 16 years ago. I cannot say enough about this plan. Has saved me probably thousands in repairs and replacements on appliances. Very pleased with the service I have gotten from every service person they send. read more

Homesmart appears to be a good deal...HOWEVER...if you look at what is NOT covered, it is a mile long with the most costly repairs not covered. It is very deceiving, so think long and hard before you commit to a year of payments and are stuck with a worthless plan. Preventive is also not covered, like it is with Sears. Basically, the plan covers nothing expensive. If you choose you can add a preventive maintenance, and replacement for a cost, bringing the cost much higher. Then you are spending a bucket load of money for a things like "replacement" which gives you LESS then it would cost to replace the item. Worthless! Don't do it!!! read more

The WORSE customer service. I have currently been on hold for 30 min. This has been the case every time I called. Thank goodness I don't have an emergency. I was supposed to get 3 months free. I called the month prior to when that was supposed to be taken off of my bill. I was assured that would happen. It did not. I will not sign up with Homesmart again. read more

They were quite helpful three years ago when we first signed up. We had 5 appliances covered, and never signed up or heard about or agreed to the monthly $9.95 preventive maintenance for our furnace. We have auto pay and it was never itemized on our bill. However, we learned one month ago when we received a postcard reminding us to have our furnace tuned up. Long story short...HomeSmart rep confirmed that they never sent out a renewal notice to us, so they have had unauthorized access to our account for two years without our permission! AND now as we try to take advantage of these payments and schedule our service, we have called HomeSmart three times since October 29. They contact the provider, Sam Ainsworth & Co., Denver, who promises to call by end of day. This has happened three times! Today is Nov. 11, so...I'm thinking our contract is also being breached. Once we have this service, and it has not yet been scheduled, we will request a refund from HomeSmart for the unauthorized portion and we will not do business with HomeSmart again. Someone within the business who cares needs to look into what is going on. read more

I am posting this review to let people know of my total disappointment with Homesmart. The tech, Manuel L. was terrific, once he made it to my home. But before that ever happened, I waited on the phone for over 45 minutes with no one answering the call. I left a message that was supposed to be returned and it never was. A day later I went on the Homesmart website and submitted a form asking for a call to schedule a service and never received a call back. After three days I get an email that the Homesmart tech will call 20 minutes before arriving at my home that afternoon. Of course, I wasn't sitting at home waiting for their call. I had to leave my office early to get home by 4pm. The tech called and showed up around 5pm. Luckily this was resolved right before the worst cold snap of this early winter. I pay a monthly charge for Homesmart, including emergency service, and right now I'm not sure what I'm paying for. read more

Technician intention is always to avoid the fix and suggest for replacement and they don't cover replacement. Whereas when I called some other technician to check the unit, he was able to fix. What's the point of paying the premium when his intention is not to provide any service. I cancelled service immediately. read more

Be careful to take names and numbers because when they lie to you - you need data! I spend a lot of money every month on this plan and expect better treatment than: wait FOUR hours for no one to call or show up! Then call back and told I have to call in the morning?! AND their daytime and afterhours ticketing systems aren't compatible with each other so they can't check to make sure you have one?!? SO, bottom of the Friday pile I go..... they need to change their names. Not very smart. Not excelling. read more

Wow. What a disappointment. We have had Homesmart for several years and had good service in the past. The service has deteriorated. I sat on hold for 46 minutes only to be told they had no one available for a leaking hot water heater. She said I could get my own contractor and then send them the bill. Waiting an hour to find out I had to find my own contractor is counter to why we have the service. When it turned out not to be the hot water heater but the air conditioning leaking, it was another 15 minutes on hold to be told they did not have anyone available for a week, but an associated contractor would call within FOUR hours. Seriously! Why have the program if you wait on hold forever, only to be told it will be days or you have to find your own contractor to do the work????? read more

I really, really wouldn't recommend Homesmart. I have experienced terrible customer service and they have been a real pain to work with. It's most definitely not worth the money for the headaches we've had with them. Beware of all of the tiny rules in the Terms and Conditions. I very much regret ever trying Homesmart and will never add it to my Xcel account again. You'd be much better off either finding another option to service your appliances. read more

BEWARE!!! Read and understand your terms of agreement VERY, VERY carefully!!! They will do anything to get out of replacing your equipment and make you feel like an idiot for not understanding their contact legal-eze. Benefit from my expensive experience! I made a claim for replacement of a ancient though still nominally functioning water heater but couldn't scrounge the money to buy a new one in the time allowed. Unbeknownst to me, my water heater was removed from the contract anyway because of the claim (they call it "non-repairable" even though its just old) and when I finally did have the money for it, I found out it had been removed from the contract and I had forfeited the right to any replacement assistance money because of the time limit. Had the service technician warned me what would happen if I couldn't replace it in the 90 days, I wouldn't have had him make the claim until I had the money. Now I'm stuck with a contract for which I have to continue to pay for remainder of the year even though the water heater is no longer on it. I pay about $40 a month for this contract. If I put that money in a savings account, it would be almost $500 that could be applied towards replacement of an appliance. I would sincerely advise you NOT to do business with this company it isn't worth the money or the hassle. Put your monthly payment in a savings account instead - no expensive, binding, misleading legal-eze contracts, no trying to get out of replacing appliances, no dwindling replacement assistance coverage... What's to lose? read more

My account includes an annual tune-up for my air conditioner. Manual L. Called to let me know his exact time table and showed up when he said he would. He did an extremely thorough job, explained everything to me (I'd been placing my filters in the wrong spot!) and he even wore little booties. I was extremely pleased with his job and his very pleasant personality. read more

Working with HomeSmart has been nothing short of a stress-inducing aggravating experience. When you try to call them - about anything - it takes at least 20 minutes on hold to finally connect to a person. Once you do connect, good luck on actually getting help. We recently had our dishwasher start leaking out the bottom, hey no worries because we have it covered under HomeSmart - right? Wrong. The first appliance repair guy they referred us to couldn't come even look at it for at least 4-5 weeks. Called back and requested a service re-route. The second appliance repair guy it took 3 calls back and forth but finally he had us on his list and came out to look. After a few minutes of looking declared it probably too expensive for HomeSmart to cover but "he would ask". The part is only $45 but the labor was going to be expensive he said. We wait. And wait. We finally had to call HomeSmart ourselves for an update. Were told that the appliance repair guy told them we took apart the dishwasher part (what?!?) and he wouldn't repair it, and anyway it was a part that wasn't covered under the plan. What?!? Our dishwasher was removed from the plan with zero support, zero coverage, just done. We've been paying in for 6 or 7 years now, $20/month, and upon requesting a claim - that's how they help? Obviously we were very unhappy and asked to speak to a manager, were told no problem we will escalate the issue to their level and they will call you. Have never ever received a call. During this whole time, not once has HomeSmart reached out to call us back as they said they would, we always have to call in to them. Mind you, for all these calls to them we are on hold for at least 20 mins before we get to talk to someone. And now here we are, weeks later, with this dishwasher just still sitting in our kitchen. Beyond frustrating. What a complete waste of time and money on this service. Called and cancelled today altogether. Not dealing with this anymore! Buyer beware - their customer service is absolutely the pits! read more

I called and scheduled an appt so that they could do a furnace tune up and to put in a new thermostat that I had received as a Christmas gift. When Kelly M arrived, he told me that he would be unable to put in the thermostat because it was not purchased through Xcel. I had no issue with this, I figured I would call Home Depot, because that where it was purchased. Kelly completed my tune up. He was very nice and courteous. I called Home Depot to have them send the request to a service pro. I was called within 10 mins of calling Home Depot. This service person told me that my furnace was not equipped to have this type of thermostat installed, it was a WiFi capable thermostat. I was okay with this and he proceeded to put my old thermostat back on. Long story short - this service guy from Home Depot had to come back because he crossed wires and I had AC coming out instead of heat. This HD service guy replaced the thermostat and I had no heat for over 12 hours. I called Xcel again in the morning, after freezing, and Kelly M came back out. He then replaced the very cheap thermostat with a programmable thermostat and then repaired my igniter on the furnace all with in 45 mins. This was less time that the HD service guy spent at my house screwing things up. Kelly was able to accomplish all that was needed. Thank you Kelly M., you rock! I HIGHLY RECOMMEND HOMESMART. read more

In the middle of the heatwave, our AC died. Jason came out to our home. He was very professional, took care of business and got our AC working within an hour. We're giving 5 STARS for the service Jason provided. He explained what the problem was, and gave me an invoice for my records but everything was covered under my plan. However, I would give 1 STAR for the phone service calling Home Smart. I was on hold for 95 minutes, yes I wrote the time down from when I dialed, automated operator said for me to hold... and hold.. and hold. And it took less than one minute to secure an appointment once a live receptionist came on. Just that phone system should be worked on, but no complaints on the service provided. Thank you Jason P. read more

Randy B was amazing. His service couldn't have been better and he was friendly and made sure we knew exactly what he did and explained new thermostat procedures. I wish all service people were this great! read more

This review is written ONLY for the HomeSmart replacement assistance service, for which we have paid since the program began, decades ago. HomeSmart's repair services are adequate, if not quite good, depending on the repair person. However, when an appliance is beyond repair and needs replacement, it is a complete battle to seek a claim. In our case, the repairman told us that we needed to replace both our air conditioner and furnace. Xcel was very happy to send out a sales person who quoted us a VERY HIGH price for replacement of both (effectively getting them out of coverage). Come to find out that since the repair person came to see the air conditioner and not the furnace, we are being offered replacement for the a/c only. So now we have to go through ANOTHER 2 repair calls - one for the furnace, one for another opinion on the a/c. In my experience, and after paying thousands of dollars over the years, Xcel will do EVERYTHING POSSIBLE to get out of paying replacement. A word to the wise - take this service ONLY if you are willing to fight for coverage. We intend to fight this to the hilt. read more

HomeSmart came and checked my furnace since the carbon monoxide alarm went off, the technician spend no more than three minutes looking at it without taking it apart and told me I needed a new furnace. My furnace is only 11 years old so this didn't sound right. Called for a second opinion and was told the igniter is what's failing, called HomeSmart back to tell them this and was told my furnace was already taken off the program until I buy a new one, they trust their technician's diagnosis and don't believe is safe for me to operate the furnace. The guy kept mentioning my Audi and comparing it to the furnace, so I figured where he was going with. I work very hard for what I have, I'm not swimming in money but I guess this was their impression. They might be good at fixing other appliances, but when it comes to an expensive one they rather tell you to replace it. What good is this program for then? Very disappointed and frustrated! read more