Complaint / review text:
We filed a claim in May about our AC not working. It didn't take long for them to send out a technician to inspect the unit (and charge us $100 just for that) and it was all downhill from there.
After not hearing back for a week we called HMS and they said they never received the report from the technician, so of course we were responsible for calling the technician, who said they already faxed it and would again, then calling HMS to tell them to watch for it. I called HMS a couple days later and they said their system was down so they couldn't look up my file. I called back a couple days after that and was told that our claim was being denied, what the phone rep failed to tell me was that I had to specifically say I wanted them to send me an official statement because they don't automatically do that. So I am waiting on something that is not coming.
Then we started calling them every day asking for them to email us the details of their denial. Each day I was told it would be sent no problem, but then the phone reps started all giving me different time estimates of when the email would be sent. This was in early June, still no email. One phone rep said he would have an email sent as well as a copy mailed to our house.
That never came either. We also had several phone reps and their supervisors say that they would call to follow up and make sure we got what we needed, and that never happened. HMS has never once contacted us, we have been the ones contacting them every time.
They are a pitiful excuse for a warranty company. I am telling everyone I know to use other companies.