- Report: #1489828
Complaint Review: HMS Home Warranty - Fort Lauderdale Florida
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HMS Home Warranty
1625 NW 136 Avenue Fort Lauderdale, 33323 Florida, United States
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(800) 531-3466
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HMS Home Warranty HMS National, Inc.; Long & Foster Home Warranty; Cross Country Home Services HMS National, Inc.; Long & Foster Home Warranty Company sent scam artist to my house who demanded $600 for a repair that cost $2. Company then refused to return any of my calls. Fort Lauderdale Florida
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I've been a deluxe-class customer of HMS Home Warranty Insurance (aka Long & Foster Home Warranty Insurance, aka Cross Country Home Services) for six years.
In November, I put in a claim on a poorly performing furnace. HMS sent a company to our house (All-Star Appliance / HVAC) 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. See attached record of the service report.
I called in another handyman, who came out and fixed the problem in five minutes for $2.00 in parts... by swapping in a different, generic-brand furnace filter. We'd been using the wrong type of furnace filter. The coils were fine, and the $2 swap 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! - see attachment) during which I explained the whole story. The service rep listened to my entire story and 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 the name - was in the office but on another call. I was connected with his voicemail, and I described the problem and demanded some return contact 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.
