I am a first time homebuyer. My husband and I requested the seller to purchase a home warranty for 1 year. HMS was selected for our home warranty. We recently had to use them for a gas leak in the home. They sent out a plumber who did nothing but waste my time. Fast forward 3-4 weeks without gas and that same plumber requested a second opinion thru the home warranty company. I spoke to HMS and discussed my frustration and the gentleman on the phone gave me a new service provider. He placed me on hold and gave me the contact info. He even reached out to this guy and spoke to him about urgently coming Monday, as this was Saturday and like I said, 3-4 weeks without gas. Monday comes, I call the new service provider and he agreed that this was TOO LONG to go without gas, but needless to say, he was unable to come out. He assured me that his technician will call me Monday (same day). NO CALL. When I tried to reach him and see what the status was, it went straight to voicemail! We then got re-assigned to another service provider who again, did not have time to come out. When I spoke to him on the phone, he requested pictures. He also agreed this was TOO LONG to go without gas. After seeing the pictures, he stated that he couldn't do the job. So, I am extremely upset at this point because it's now approaching week 5 and no one they sent can do the job. Finally after many, many, many, many, many calls back and forth they finally agreed for us to find our own service provider. However, it doesn't stop there. They also cap labor off at a certain price. So they decided to DENY a service provider we had out and actually looked at the gas line. They also tried to deny a second provider we had out. We have to agree to cover part of LABOR COST when they should already have provided the service and COVER THE COST!!!!!! They only have 3 service providers for plumbing in our network who are all unwilling to do the job. They take forever to schedule because they are in no rush. This company so far, is BUYER BEWARE! This has been the absolute worst experience. I see other comments about HVAC needs in homes with this company and they also say it's been weeks before they complete the job for these people. Clearly they need help in this area and it's not fair to families that are stuck working with this company for these needs. The message that comes on when you call them states "we make home owning easy." I laugh every time. Because so far, that's a false statement. It is true that they send an email stating 5-7 business days for the job, that is false. It has been 5 weeks and counting and after all this I still have to pay for part of the labor. It is true that they are cheap and don't want to cover the cost of the job when they themselves have NO CLUE what the job entails. They are not good at communicating. They tried to give the same plumbers that didn't contact me, complete the job or even call me again after I already dealt with them the first time. There is NO URGENCY. There is no compassion with them besides robotically saying "I understand you are frustrated." This will not slide with me and I will keep reaching out until someone hears me and fixes this. it is not fair for this company to let a family suffer through this. It has been horrible and the worst experience of my life. There are plenty of home warranty companies out there and this is not one to sign on with. The service providers are lazy and they have no business in this profession. The company has NO IDEA what we have to go through as a family of 3 (including a small child) to be without gas- no hot water, no dryer and no heat!!