HMS Homesure Services Inc
AC Claim Stalled Five Weeks After Technician Data Lost

Claim opened mid-May air conditioning unit not cooling. Service Tech determines unit is leaking in two major component areas within unit. 2 weeks pass, no response on what is happening, HMS says they never received a response from Tech on the problem. I insist they call and resolve. I call tech and he says he gave them the resolution 4 times, but I wonder why they said they never received.

Call back the next day, HMS says they are almost done just awaiting a result from their research department. I call daily, yet each day they are awaiting a response from someone. The manufacturer, the service technician (tonage of unit), etc... Finally they say they should have an answer. I call the next day and the data was lost! They have to start over and gather the issue with the ticket from the service tech again!

Furious, I say the ticket should have been resolved, so I spoke with the supervisor. She was as clueless as the customer service associates in what happened, but apologized and said they will do their best to fix it. Time continues on, research has the data again and is now waiting on the manufacturer.

I'm in my 5th week, still no determination or resolution. The game is obvious, stall and wait until the customer replaces the entire unit on their own. Then the repairs disappear and the company makes more $. The contract does not hold down these warranty companies to a time frame in which they have to make a determination, therefore they continue to screw over their customers.

Company: HMS Homesure Services Inc
Country: USA

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