HMS Home Warranty Review

We haven’t had AC for over a week now and sweating to death in the summer heat. My AC unit is 27 years old and we have had our policy for almost two years. We bought the premium package so we would have the best coverage for when the unit finally broke. As soon as the unit broke, I called and they sent the repair man out the next day. He said the unit was old and called it a “rust bucket”. He told the warranty company that we needed a new unit. Too old to fix. The warranty company is disagreeing with their own repair guy and claim all I need are replacement parts but since the unit is so old, I am responsible for the rest of the parts in order to upgrade the whole unit to brand new. Some of the parts that they say I have to pay for are things that my policy covers. It’s obvious that I need a whole unit, and that’s why I was encouraged by my realtor to purchase the warranty when I bought the house. I’ve paid the warranty policy on time every month for almost two years and not when it’s the middle of summer, I need a new unit but the warranty company won’t pay to replace the unit. Only to replace parts and I have to pay for all the extra “upgraded parts”. That is just bad business and a scam for homeowners. When I needed them the most, they won’t pay what they should and it’s impossible to speak to anyone in customer service that I can understand. I’ve called countless times and been transferred to numerous departments but no one will help me. They have agreed that those are covered items on my policy but it’s somehow not covered because my 27 year old “rust bucket “ just needs some parts replaced and I have to pay for all the others parts so it can be “upgraded “ to a new unit. This is soooo frustrating!!!