I received the HMS Home Warranty when I purchased my home. The seller provided this $370 policy for peace of mind and I paid $210 to add the pool, a buyer option.
In May when it came time to open the pool, which we knew nothing about, we started having problems. We could not stop air bubbles from returning to the pool so we called HMS and started a claim on 05/28/04. They authorized me to use my own service provider because none of theirs could come out in a reasonable amount of time. I called Leslie's and they looked at it, said everything needed replacing, and never called me back. I kept calling them with no success so I called HMS back on 08/22/04.
They issued a new claim and gave me the number to one of their service provider. I called to schedule an appointment only to find out they don't work on swimming pools. I called HMS and was given another provider who came out and said the entire system needed replacing at a cost of $1,979. I paid this provider my $100 deposit and was repeatedly told by them HMS was the worst to deal with.
HMS wanted a second opinion before they would authorize any work. It wasn't until 09/06/04 that HMS gave me the name and number of the place for a second opinion. The third company came and looked at it and said I just needed a new pump and valve which HMS agreed to replace. I tried explaining that the pump went bad BECAUSE air was getting into the lines and therefore the plumbing needed to be redone or the air would still get in the lines with no success.
Today is 10/05/04 and this work has still not been done. I have three typed pages of phone calls to HMS and service providers on this issue. The supervisor I spoke to with HMS will not return my calls. Their service provider says they are still waiting for parts to come in.
It is October and I want to close my pool for the winter. It is green now because I haven't been able to run my filtration system in so long. This is going to cost me more in chemicals to get everything straightened out again. I'm afraid if I close the pool before this fight is over they will get away with completely Ripping me Off!
Today I reported this matter to the Better Business Bureau also.
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