HMS National HMS Home Warranty, Cross Country Home Services Terrible Service, Payment MIA, lack of response Fort Lauderdale Florida

After our water main line broke at our house and we filed a claim and called and emailed HMS multiple times without response or resolution, we were finally advised by HMS to find our own licensed contractor to fix the problem, as we were without running water for weeks and HMS could not find a contractor for us.  We did and found a contractor best fit to resolve this issue.

As instructed by HMS, he called before work was performed and followed the process. He fixed our water main in October, and sent an invoice to HMS soon afterward for over $2400 for the service and parts.  He then started getting the runaround every time he called in to inquire about payment, with HMS saying they needed something else each time, saying they wouldn't pay for this or that, etc. He was patient and provided what was needed.  The warranty stated they would pay up to $2000 for this type of claim, but they told him that they would only pay $1500 and we had to pay the rest.   In December he reached out to us as he had not received payment.

Since then we have called in at least 7 times, and each time we get different questions and different information. The last two times they said they issued payment to the contractor in mid-January (yet the service was performed in October/November).  However, the contractor has not received the payment and it is almost mid-February. Each time HMS says they would follow up with us nothing happens. Today when we called in, someone from their service department hung up on us when we asked to speak to a manager. That is the second time this happened.  I have written emails to their service department multiple times as well, as well as their e-relations department.  I receive no response, nothing gets resolved and they don't do what they say.  It seems like they are lying to us.

We have paid the contractor a substantial amount so far to cover what HMS wouldn't.  If HMS truly believes they sent a payment to the right place in mid-January and it hasn't arrived nor has it been cashed, they need to stop payment on that check and overnight a check to this contractor - and send proof to us it has been done. At this point it's hard to believe anything they are telling us.  If I could give zero stars I would. How can they run a business this way? This has been one of the worst customer service experiences I have ever had by far.  Not acceptable.