Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/09/2023

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  According to my ************ Contract booklet, if I chose to terminate my contract with Home Safe here is what it says:K. CANCELLATION #3 You may cancel this contract at any time and for any reason.#4 a. I WE have not provided any services, YOU will receive a full refund of all contract fees paid:#5. If the contract is cancelled after the 30th day following the issuance of the initial contract by either party:a. If WE have not provided any services, YOU will receive a pro rata refund of the contract fees paid for the current contract period less a fifty dollar ($50.00) administrative fee.I have called and cancelled the contract because: 1.) They will not cover any home appliance older than 12 years old. 2.) My HOA has decreed that we must replace our water heaters before they turn **************************************************** the contract does not exist, and second, that they will not return my payments because there is nothing wrong with my water heater. However, the contract does NOT state an appliance covered by the contract has to be damaged or inoperable before the contract can be cancelled.THESE PEOPLE ARE GIVING ME THE RUN-AROUND AND NOT LIVING UP TO THEIR CONTRACTURAL OBLIGATIONS. I have made numerous phone calls and spoken to several different people, but everyone makes different excuses for why they will not return my payments. One person told me they never return payments for any reason. I have read the items in the contract to the call center people and they tell me it does not mean what I say it means, or that that information does not exist. However, today, one person at the call center told me that he did see that information in the contract booklet. One person who did call me back insisted that they could not refund my payments because there was nothing wrong with my water heater. Nothing like that is mentioned in the contract documents. I can provide copies of the pertinent pages of the contract if desired.

  Business Response

  Date: 02/15/2023

  Thank you for bringing this customers concerns to our attention and for the opportunity to respond.
  
  This customer purchased a ************ Contract (the ****** on November 1, 2022. The customer was provided a copy of the *** shortly after purchase. All *** holders are encouraged to read their contract.  The *** has clearly stated coverage, benefits, and exclusions.
  
  Claim No.: H526861 (the Claim) was opened by the customer via email and received by ********************** on February 7, 2023. The customer stated that her homeowners association had requested that all water heaters in the condominium units be replaced before they turn 12 years old and since her water heater would be 12 years old at the end of March 2023, she was inquiring as to whether a replacement would be covered under the terms of the ***. Upon review of the email, Armis contacted the customer and inquired as to whether the water heater had experienced any type of failure and the customer confirmed that it had not. Therefore, Armis denied the Claim because the water heater was not eligible for replacement, per the terms of the ***, since it had not experienced any type of failure. Armis notified the customer of the Claims denial and advised that since the heater has not failed, the *** will have no coverage for a replacement. The homeowners associations requirements do not change the coverage and exclusion terms of the ***.
  
  Upon receiving the BBB complaint, the Claim was reviewed, and it was determined that the Claim had been adjudicated correctly,per the terms of the ***. As of February 14, 2023, Armis has spoken with the customer directly, discussed the concerns with the customer, and reached a full resolution regarding this matter. Therefore, Armis considers the complaint resolved at this time.
  
  We trust the foregoing adequately addresses the issues raised in the complaint. Please do not hesitate to contact our legal department at ******************************************* if you have questions.
  
  

  Customer Answer

  Date: 02/16/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:02/07/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  the home warranty company failed to replace/repair an appliance. In this case, it is a fan that could not be repaired. The company refuses to honor claim despite receiving documentation from electrician.

  Business Response

  Date: 08/06/2024

   

  Thank you for bringing your concerns to our attention and for the opportunity to respond.

  In review of your contract administrator notes, you filed a claim for you washing machine.  Your chosen service provider provided a diagnosis stating that the unit has bad center tub bearing on gearcase that melted the outer tub and also melted the wire harness going to the motor causing the motor to short out. The adjuster asked for an image of the failure multiple times. The service provider was unwilling to work with 3rd parties.  You then replaced the washing machine without authorization where the required information could no longer be acquired.  You also filed claim for their ceiling fan as well. The service provider provided a replacement estimate for the cost of $325.75.  You were advised Armis would pay the service provider $325.75 minus the deductible for a total of $260.75 when a final invoice or you called Armis and verified the work completion. Armis never received verification that work is completed so no coverage was ever released for the ceiling fan replacement. Due to the fact that you replaced the washing machine without providing required information or prior authorization, the washing machine portion of the claim has been denied.

  As a resolution, Armis will refund your last 6 payments upon execution of a Settlement and Release Agreement.If you wish to accept this offer, please email **************************** to confirm and we will draft the Agreement and email it to you for your electronic signature. Please be sure to include your contract number for faster processing. 

  Client Relations

• Initial Complaint

  Date:01/30/2023

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Armis LLC is unwilling to negotiate the replacement of my furnace. I have $3,000 in coverage which I had to pay out of pocket to replace my furnace on my own. Initially, they offered me $660 to resolve my claim and then when I sent in a 2nd opinion they rescinded the offer and denied my claim in it's entirety because the repairman who wrote my paid invoice did not include the blower motor needed to be replacement. The repairman was focused on the slow carbon minoxide leak in my furnace. I offered to have the Manger contact ************ and he declined indicating that it appeared I would present false information. This is an insult to me as a customer and law abiding citizen. I only want this company to fulfill the obligations I paid for under this plan. I am requesting arbitration.

  Business Response

  Date: 02/14/2023

  Thank you for bringing this customers concerns to our attention and for the opportunity to respond.
  
  This customer purchased a ************ Contract (the ****** on April 1, 2022.  The customer was provided a copy of the *** shortly after purchase.  All *** holders are encouraged to read their contract.  The *** has clearly stated coverage, benefits, and exclusions.
  
  This claim was opened by the customer when she called ********************** on January 23, 2023, stating that her furnace was not working.  She did not have a preferred service provider but advised she would find one herself.  The customer then called ********************** on January 24, 2023, stating that her chosen service provider (the ***** would not work with the *** and she would have to pay out-of-pocket and then seek reimbursement from Armis.  The customer was advised that ********************** would first have to review an estimate from the ** before any repairs were completed pursuant to the requirements of the *** and in order for Armis to properly determine coverage based on *** terms and exclusions. The customer stated the ** was at her home and advised the furnace would have to be replaced.  The customer was again advised that ********************** would first have to review the **'s estimate which showed the reason for replacement, the cause of failure, the diagnosis, and a cost breakdown.
  
  The customer called ********************** on January 26, 2023,for a claim update. The customer was advised that the *** would pay $600.00 ($665.00 minus the deductible of $65.00) for the blower motor replacement without a model and serial number, as this would be a covered component.  The claim would have partial authorization for the blower motor only as the rest of the failure was denied due to rust, an exclusionary condition under the ***.  The customer was advised that she could obtain a second opinion if she did not agree with the partial denial due to rust.  The customer was advised that ********************** could pay more if she or the ** would provide the model and serial number of the blower motor.
  
  The model and serial number were provided on January 27, 2023, and the customer asked if she could be paid that day.  The customer was advised that would not be possible as she had to provide a paid invoice showing she had paid for the repair out-of-pocket, since she was seeking reimbursement.  The customer then stated she had obtained a new service provider and received a second opinion.  She advised she would send in pictures and the new estimate for review (which were provided that day).  The new service provider was the company that installed her furnace.
  
  The photos were reviewed on January 30,2023.  Rust was evident in the heat exchanger, and the claim was denied due to rust.  The customer then stated that the blower motor was actually working and the cause of failure was the heat exchanger.  Therefore, the previous offer was no longer available as the blower motor was not failing.  The heat exchanger is not covered by the *** (Section E. of the ***).  Armis explained that since the blower motor was not failing, that repair was no longer eligible for coverage.
  
  The claim was reviewed by the Assistant Manager of Home Claims for Armis.  The diagnosis was sent to Armis, and there was mention of a blower motor but no model/serial on the unit was provided with the diagnosis.   Without this, Armis could not determine the true part costs.  In an effort to try to assist the customer, ********************** offered $665.00 less the deductible ($65.00) without receiving the correct and proper verification information.
  The customer then chose to get a second opinion and restart the claim.  Armis spoke with the customer on January 30, ******** she advised the blower motor was actually working and had not failed. The only failure was the rusted heat exchanger.  Armis reviewed the call recording to verify, and the call confirmed what the customer stated.  The customer's second service provider did not mention the motor either, only the heat exchanger.  The customer replaced the system without prior authorization, an exclusion to coverage found in Section C.1. of the ***. The restarted claim was never authorized.  The customer decided to get a new contractor who confirmed the motor hadnt even failed, and only the originally denied part had failed due to rust (an exclusion to coverage under Section A.3.b. of the ***).  The Assistant Manager confirmed this claim was adjudicated properly also as the customer replaced without approval.  
  
  With that stated, Armis is willing to resolve this dispute amicably and offers to reimburse the customer the amount initially offered.  Armis makes this offer outside of the terms and coverage of the ***.  This offer must be accepted within seven days of the filing of this response or the offer will be null and void.  The customer should accept this offer by writing the **************** at ******************************************* or by responding to the BBB. There is nothing further Armis can provide at this time.
  
  We trust the foregoing adequately addresses the issues raised in the complaint.  Please do not hesitate to contact our legal department at ******************************************* if you have questions.
  
  

  Customer Answer

  Date: 02/15/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ******** and find this offer is satisfactory. Please note I paid an initial service fee of $99.00. Please send me the difference after payment of my service fee and we have a deal. 

  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:01/30/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased this appliance repair coverage warranty service through Home safe and paid a monthly fee, I had to replace my kitchen faucet and they told me to replace and send them the paperwork by email or fax for reimbursement after completion of repair. I did so after many attempts. Finally ************** contacts me and says that the paperwork isn't right and should contain a cause of failure, I ask him why didn't someone tell the contractor that when they spoke too them when they got the paperwork from them, he just kept being rude and said that he couldn't authorize any refund without the cause of failure, I had the company email him and still nothing, finally he offered me half of my money back. The supervisor ******************* wouldn't even return my call after ************** at first said he could give me his name but then willingly gave it too me after I told him I was filing a complaint. I paid $460.50 for the job including the faucet, they offered me $200.00.

  Business Response

  Date: 02/13/2023

  Thank you for bringing this customers concerns to our attention and for the opportunity to respond.
  
  This customer purchased a ************ Contract (the ****** on August 24, 2022.  The customer was provided a copy of the *** shortly after purchase.  All *** holders are encouraged to read their contract.  The *** has clearly stated coverage, benefits, and exclusions.
  
  This claim was reviewed by the Assistant Manager of Home Claims for Armis.  A review of the claim found the customer service representative had made an error.  Armis called the customer, and the customer has been paid in full.  This was resolved prior to the customer's filing of this ******************** complaint.  As Armis has fulfilled its contractual obligations and made the correct payment to the customer, ********************** considers the complaint resolved as this time.
  
  We trust the foregoing adequately addresses the issues raised in the complaint.  Please do not hesitate to contact our legal department at ******************************************* if you have questions.
  
  

• Initial Complaint

  Date:01/27/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  after filing a claim, this company suggested roto rotor to fix leak in the sink. roto rotor took pictures and sent estimate of cost to repair. they said the the estate was too high, and to send a quate of plumbing only. after which ***** said they never received pictures or quote so roto rotor was recontacted and sent pictures and quote a second time. after contacting ARMIS again. Indicated they needed pictures of exactly where the leak is. ..After repeated calls to ARMIS. it was never resolved. As a result damage is being done pipes and interior under the sink. this process has been ongoing for several weeks, without resolution

  Business Response

  Date: 02/13/2023

  Thank you for bringing this customers concerns to our attention and for the opportunity to respond.
  
  This customer purchased a ************ Contract (the ****** on November 8, 2022.  *** customer was provided a copy of the *** shortly after purchase.  All *** holders are encouraged to read their contract.  *** *** has clearly stated coverage, benefits, and exclusions.
  
  This claim was opened when the customer called ********************** on January 7, 2023, stating the kitchen sink had a leak.  *** customer did not have a chosen service provider, and Armis set up a home advisor request.  Armis spoke with the customer on January *******, and the customer advised that Roto Rooter (the *** was coming to his home that day or the following day.  Armis asked the customer to provide the estimate to ********************** for review.
  
  Armis advised the customer on January 12, ******************************** still needed the estimate, the cause of failure, the diagnosis, and a cost breakdown.  Armis then reached out to the customer's chosen service provider and advised what was needed.  *** ** sent an email on January 13, 2023, but it did not contain the estimate.  Armis contacted the ** and requested an estimate for fixing the leak.  Armis then received an estimate for water mitigation, which is not covered by the ***.  Armis advised the customer that water mitigation is generally covered by homeowner's insurance and the *** could only potentially cover the leak itself.
  
  *** customer insisted that ********************** had received the requested documents.  Armis looked through the documents that had been provided and found nothing that mentioned plumbing.  *** documents discussed floors, the ceiling, the counters, the walls, etc., but there was nothing about plumbing.  *** customer stated he would call the ** and request that only the plumbing documents be provided.
  
  Armis reviewed the documents that were provided on January 24, 2023.  ***re was no contact information provided for the **.  *** ** requested labor hours of 4.5 hours to replace a faucet and replumb a sink, when the job should reasonably take less than one hour.  *** ** also provided quotes for parts that were heavily marked up.  *** service provider provided no diagnosis and no pictures. 
  
  *** customer also provided information regarding the issue, stating the issue was with the kitchen faucet, stating it was leaking from underneath.  He stated the faucet had been installed a few years ago when he remodeled the kitchen.  Armis advised that the faucet should be covered by the manufacturer's lifetime warranty and advised that the *** could only cover an equivalent replacement if needed.  AAS also advised the customer that ********************** needed to understand the source of the problem and could not move forward until that was provided.
  
  *** service provider advised AAS that everything under the sink was corroded due to the leak and advised it also found signs of water damage.  Any repairs under the sink were denied.  *** claim was denied as the *** does not cover water mitigation.  Pictures clearly showed the faucet had been leaking for an extended period of time, to the point where the stainless steel sink was rusted out.  Both the sprayer connection and the hot side connection showed heavy corrosion.  Based on the photos, there was also a concern about an improperly installed drain line.
  
  *** claim was reviewed by the Assistant Manager of Home Claims, who determined that Armis had followed the *** terms and the claim was adjudicated correctly.
  
  *** customer called ********************** on January 7, 2023,to open the claim, stating the issue started January 5, 2023.  *** customer asked ********************** to set up a home advisor request, and the customer elected to go with Roto Rooter as he advised when Armis called the customer on January 10, 2023.
  
  *** customer sent an invoice (dated January ******** on January 14, 2023, for water mitigation in his home.  This was provided along with a diagram showing all the areas needing to be torn out, which appeared to be the entire kitchen.  This indicated a very large leak.  Armis called the customer and asked for the plumbing estimate, as Armis only had the mitigation estimate, and would assume the water mitigation service provider was not also the plumbers.
  
  Armis reviewed the diagnosis on January 24, 2023,and learned the ** mentioned sink replumbing work, a faucet replacement, along with 7 feet of drain/vent line.  ***refore, there were multiple leaks here, and pictures or the diagnosis were not provided.  Armis had asked for the contact information for the ** (not included on the document) so Armis could call the ** for the diagnosis, what happened, pictures, etc., in order to correctly determine coverage pursuant to the express terms and exclusions of the ***.
  
  *** ** sent Armis a document stating the ** found a leak from the faucet, and it corroded everything under the faucet. Armis requested a picture of the leak on the faucet, AND underneath, so Armis could have some verifiable information to proceed, as at this point Armis had not been provided documentation of the condition of any part of the system. Armis then received the pictures on January 27, 2023, and they showed the faucet to be leaking for an extended period of time.  Pictures also showed no obvious leak with the drain lines, and the issue appeared to be an improper installation, missing a studor vent to allow proper drainage without pulling a vacuum in the piping.  Previous claim notes also indicated the customer or customer's ** put the faucet in when remodeling the kitchen, which would explain the improper installation and why the damage was caused.
  
  By the terms of the ***, the failure was corrosion and improper installation.  *** faucets are also typically covered under a lifetime warranty on the brand the customer purchased as well.  *** claim was determined correctly and there is nothing further Armis can offer at this time.
  
  We trust the foregoing adequately addresses the issues raised in the complaint.  Please do not hesitate to contact our legal department at ******************************************* if you have questions.
  
  

• Initial Complaint

  Date:01/12/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My contract number hw3581537 For home warranty . Effective on.02 24 2021.Claim number h520632 On 10 14 22 filed claim on my heating and air,air-conditioning not working. Was told to go ahead and have my service provider come out and assess the problem,was told no problem You are covered..Contractor..****** plumbing and heating inc.Assessing the problem was that the freon had leaked out and the compressor had ran dry tripped the breaker and damaged the compressor .unable to be repaired.Heat and air unit are 26 years old was In stalled when home was. Built Heat and air unit is all electric. And is located main floor of home In its own closet. Has always been well maintained and clean.11 03 22 estimate from contractor was submitted with pictures of Units to be replaced. With the estimate ******* ..Once again I was told to go a head and get it done by ARMIS,And not to worry you are covered.ARMIS latter asked that the contractor send pictures of the leak My contractor stated to them that it would take 2 or three hours To do so ,they stated to him that they would cover paying for it Those pictures and video were sent to ARMIS on 12 30 ***** 02 23 received a voice message from ****** at ARMIS that my claim had been declined because of rust and corrosion. I reached out and pointed out the the leak was not due to rust or corrosion..(because copper can not rust and freon will not corrode Copper as per my contractor).claim still declined.I am asking that you please arbitrate this claim for me,I have in good faith paid the premiums for a home warranty that I trusted to take care of my family.I have pictures and the videos any time you want to view them..My contractor info.********************************** *********************************************************** Phone ********** Thank you.*************************

  Business Response

  Date: 06/10/2024

  Thank you for bringing your concerns to our attention and for the opportunity to respond. We have reached out to this customer directly

• Initial Complaint

  Date:01/05/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been in contact with Homesafe(******)for better than a month. I have insurance to cover or replace any of my home appliances. I have a freezer that went down. I had a licensed contractor send a receipt that states that it is not repairable. The leak is in the wall of the chest freezer somewhere and unable to repair. This is a big freezer of 27cu.ft. They don't want to send me a check to replace it for it will be around *******+ .****** what's me to purchase one and then they will pay me for a new one. If I had that kind of money I wouldn't need insurance. Also would like to be reimbursed for the service call which they said I had to have to get reimbursed. They are giving me the go around every time I contact them. Saying that they will only give me a small amount unless I go and purchase one and then give me a small amount of that. I pay for the insurance regularly by automatically paying. Can you contact them so it is possible for me to get what I am supposed to.

  Business Response

  Date: 06/10/2024

  Thank you for bringing your concerns to our attention and for the opportunity to respond. We have reached out to this customer directly

• Initial Complaint

  Date:11/09/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My water softener system stopped working. I filed a claim and found out that I would have to pay up front for any and a repairs and service calls. then submit a claim and wait and see if they would approve it or not. Never got it fixed. Then last month our Microwave went on the brink. My wife was heating her coffee up, when it shot sparks around inside of the Microwave. I shut it off and the next day called Home Shield and they gave me a name of a service person to call. Which I did and had to pay $100.00 ************ call. He told me that the Microwave tub had gone bad and it would cost more to repair than replace it. He contacted Home shield. Two days later they denied the claim. said it was a defect on GE. and refused to do anything. I called and complained. A customer service person named ***** said he would call the adjuster and talk with him to review the claim. few days later they denied the claim again, stating a clause in the contract. Section "L" lines *****. an when I told them I wanted to cancel the contract. "Buyer beware! Hire a lawyer to read the contract. Then don't buy. They take your money and ****** excuses why not to pay for repairs or replacement. Read the Better Business reviews.

  Business Response

  Date: 11/17/2022

  Thank you for bringing this customers concerns to our attention and for the opportunity to respond.
  
  This customer purchased a ************ Contract (the ****** on February 16, 2021.  The customer was provided a copy of the *** shortly after purchase.  All *** holders are encouraged to read their contract.  The *** has clearly stated coverage, benefits, and exclusions.
  
  This claim was opened when the customer called ********************** on October 11, 2022.  The customer stated the microwave started to smoke when it was turned on and almost caught on fire.  The customer stated he did not have a service provider, and Armis put in a service provider request for him.  *********** representative explained the claim process to him at that time, including the deductible provided by the ***.  The customer's chosen service provider (the ***** called Armis on October 14, 2022,with its diagnosis.  The ** was advised that the diagnosis needed to be sent by email or by fax and that information was provided.
  
  The ** emailed its diagnosis later on October 14, 2022.  The ** stated in that email that it found the magnetron wave guide was damaged and needed to be replaced along with the high voltage capacitor.  The ** stated the magnetron caught on fire and burned a hole into the cavity and ruined the enamel.  The inside cavity could not be repaired.  The information provided by the ** indicated that the cause of failure was fire and the microwave was damaged due to fire, an exclusionary condition.  The claim for the microwave repair was then denied.
  
  The ** then changed its diagnosis on October 18, 2022, stating the cause of failure was a defective part from the manufacturer.  The claim was again denied based on Section H.4.d. of the ***, which excludes "[A] manufacturer's improper design, improper materials or formulations, a defective manufacturing process, or other manufacturing defects."
  
  The claim was reviewed by the Team Lead for Armis (the "**").  The ** stated on the invoice that there was a defective magnetron, which was the reason the claim was denied.  The ** believes the Armis representative interpreted this as a manufacturer's defect.   The picture provided showed there was a hole burned above the wave guide.  The ** did not provide the model number, and the ** was unable to look for recalls without the model number.  The cavity was clean,there were no signs of scratches exposed metal, and the wave guide was worn but not turn or bent.  This is a long-term customer, and the ** determined the claim adjudication needed to be modified.
  
  The ** spoke with the customer, advising the customer that ********************** will provide reimbursement for the microwave.  The customer had already replaced the microwave.  He did not have the receipt for the new microwave but provided an approximate price.  The customer and the ** came to an agreement on the amount, and the reimbursement has been processed with a check on its way to the customer.
  
  With respect to the customer's water softener, the claim has been set up, but nothing further has occurred in the claim.  Armis has not been provided with an estimate or diagnosis as of the date of this response, and the claim cannot proceed without an estimate and diagnosis.
  
  We trust the foregoing adequately addresses the issues raised in the complaint.  Please do not hesitate to contact our legal department at *********************************** if you have questions.
  
  

• Initial Complaint

  Date:11/07/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Complaint with Armis LL - ************ Contracts On November November 4, 2022 I had AC work (duct replacement) performed on my home. The total cost was $1700.00 today I was informed that I would only be reimbursed ******. My contract clearly states that it convers duct work. Attached is my contract below stating the coverage of what was agreed on. This company is presenting false advertisement of the contract and should be thoroughly investigated

  Business Response

  Date: 11/17/2022

  Thank you for bringing this customers concerns to our attention and for the opportunity to respond.
  
  This customer purchased a ************ Contract (the ****** on January 24, 2022. The customer was provided a copy of the *** shortly after purchase. All *** holders are encouraged to read their contract.  The *** has clearly stated coverage, benefits, and exclusions.
  
  Claim No.: H515771 (the 1st Claim)was opened by the customer's chosen service provider (the ***** when it called Armis on June 27, 2022. The ** didnt contact Armis again until August 25, 2022, when they informed Armis that the customer was losing about 9 degrees of cold air from the supply plenum to the end of ductwork and was requesting a quote on foaming or replacement of the ductwork. At this time, the ** submitted a paid invoice documenting that they had performed cooling maintenance on the system, including changing a filter and cleaning the drain.The ** also checked all electrical connections and components, checked refrigerant pressures, performed a temperature split, and washed condenser coils. The submitted paid invoice totaled $225.00. Upon review of the invoice,Armis denied the 1st Claim because the documented maintenance issues were not eligible for coverage, per the terms of the ***. Later the same day,Armis contacted the customer and advised them of their claims denial.
  
  On October 5, 2022, Claim No.: H520271 (the 2nd Claim) was opened by the customer's chosen service provider (the ***** when it called Armis and submitted an invoice for a blower motor replacement. Armis authorized the 2nd Claim in full, totaling $579.43 minus the deductible, pursuant to the terms of the *** and on October 14, 2022, Armis released payment directly to the customer via direct deposit.
  
  On November 2, 2022, the customer reached out to ********************** but due to a clerical error, no new claim was started. An invoice dated November 4, 2022 was documented as part of the 1st Claim. The ** stated in the submitted invoice: leaking joints repaired found the other day and stated that they installed 14in damper on main trunk line to push air over to the other 10in line supplying bedrooms. Installed damper sealed all joints and adjusted damper. It is important to note that a damper is a vent that was installed in the ductwork to adjust the airflow through the home and because of this, it had to be added to the ductwork since it was not already present. Therefore, since the damper needed to be added due to improper design of the ductwork, per the terms of the ***, Section H.g, and Section H.4.d, it was determined to not be a failed component and the claim was partially denied.With this being said, per the terms of the ***, the claim was partially authorized for reimbursement, totaling $304.00.
  
  Upon receiving the BBB complaint, Armis Home Claims Supervisor (***), reviewed the customers claim. It was determined that both claims had been adjudicated correctly, per the terms of the ***. The *** also confirmed that the repairs were completed without prior approval and the ** never submitted pictures documenting the customers appliances leaking components in the most recent claim, which was initiated on November 2, 2022 (erroneously under the 1st Claim.) Per the terms of the ***, any repairs performed without prior authorization is an express exclusion to coverage. Regarding the customers concern about not being reimbursed for refrigerant, refrigerant is restricted to $10.00 per LB, per the contract terms. Therefore, Armis will continue to uphold the claims partial authorization and can offer nothing further at this time.
  
  We trust the foregoing adequately addresses the issues raised in the complaint.  Please do not hesitate to contact our legal department at ******************************************* if you have questions.
  
  

• Initial Complaint

  Date:10/12/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I filed a claim in September for a broken central ac/heating unit in my house. The claim number assigned is # H519044. The claim amount is $10, ******. After about three weeks of not hearing anything, I called the company. I was told then that the claim was denied, stating that "rust" is not covered. I said I had no copy of the policy and again they said "rust" is not covered for causing a leak and NO part of the system would be covered. The compressor, fan motor and other parts did not mention "rust" as being a problem, but nothing was covered. Rust does not cause corrosion. Rust is a bi product of corrosion. When something has rust on it, it is from oxidation. The part suffered some kind of a failure and rust formed around the failure; rust did not cause the failure. The claims person was very rude and abrupt. This company is trying to avoid paying a sizable claim, going against what we were told when we bought the home warranty. We were told, if it cannot be fixed or repaired, a covered item would be replaced. The coil cannot be repaired, nor can the compressor, condenser and other parts.

  Business Response

  Date: 10/13/2022

  Thank you for bringing this customers concerns to our attention and for the opportunity to respond.
  
  This complaint relates to a ************ Contract (the "***").  The *** is administered by Armis, LLC.  The customer is urged to review his *** for the proper parties.
  
  This complaint was improperly filed against *************************** ("FRPS").  FRPS ************** payments for the ***s.  The administrator for the ***s is Armis, LLC,and this complaint should have been addressed to Armis, LLC.
  
  We trust the foregoing adequately addresses the issues raised in the complaint.  Please do not hesitate to contact our legal department at *********************************** if you have questions.
  

   

  Customer Answer

  Date: 10/14/2022

   
  Complaint: 18180739
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

  Armis, LLC is a business incorporated with ******** ********** of ***** (CDOS). The Entity Identifier is #***********. The business address is ***************************************************************************. The business entity type is Limited Liability Company.
  Business Information
  Entity ID ***********
  Entity Name Armis, LLC
  Principal Address **** *************.
  Suite 200
  ********
  ** 80401
  **
  Entity ************ Liability Company
  Entity Status Good Standing
  Jurisdiction **
  Form Date 2017-06-21
  Registered Agent Information
  Agent Name
  Agent Organization COGENCY GLOBAL INC.
  Agent Principal Address **************************************** style="box-sizing: border-box;">Suite 220
  **********
  ** 80112
  **

  They all use the same address.  It is all the same place, just different names, which just draws out the process.  Please use the information I sent in the e mail to further purse the complaint.

  Thank you, 

  ***********************

  Business Response

  Date: 10/26/2022

  Thank you for bringing this customers concerns to our attention and for the opportunity to respond.
  
  This customer purchased a ************ Contract (the ****** on January 24, 2022.  The customer was provided a copy of the *** shortly after purchase.  All *** holders are encouraged to read their contract.  The *** has clearly stated coverage, benefits, and exclusions.
  
  This claim was opened when the customer called ********************** on September 7, 2022, to start a new claim for air conditioning.  The customer had selected a service provider (the ***** for the repair, and Armis advised the customer to have the ** provide its diagnosis, cause of failure, and itemized estimate (including the model and serial numbers).  The ** provided its invoice for an air conditioning replacement on September 12, 2022.  That invoice, a portion of which the customer attached to his complaint,states, "Evaporative Coil has rust on coil and has created leaks in coil."  Subsequently, the claim was denied on September 12, 2022, as the *** does not cover failures due to rust and corrosion.  The customer is referred to Section A.b.3. of the ***.
  
  The claim was reviewed by the Home Claims Supervisor for Armis.  Armis received a single invoice dated September 3, 2022.  The claim was opened on September 7,2022.  The claim was reviewed on September 12, 2022.  The Armis representative who reviewed the invoice and the claim spoke with the customer on September 12, 2022.  The customer's contention that no one called for three weeks is not corroborated by the claim record.
  
  The invoice states:"Evaporative Coil has rust on coil and has created leaks in coil."  The ** told Armis the unit had a leak and that rust was the cause.  The ** also mentioned the compressor was shutting on and off due to high head pressure (caused by no refrigerant in the system) and wanted to replace this part as well.  The ** recommended replacing the system.  No other parts are listed on the invoice, only the two components, the failure for which was stated to be rust.
  
  It can be determined with technical expertise that the air conditioning failed due to lack of lubrication/oil/refrigerant as there was not an electrical short but a mechanical issue. Further, there has been no evidence that would refute the **s diagnosis of rust. Based on the available record and documents, Armis stands on its denial decision.  Failure due to rust was the cause of failure.  This is an exclusion found in Section A.b.3. of the ***, and the claim was correctly adjudicated. There is nothing further Armis can offer at this time.
  
  We trust the foregoing adequately addresses the issues raised in the complaint.  Please do not hesitate to contact our legal department at ******************************************* if you have questions.
  
  

  Customer Answer

  Date: 10/29/2022

   
  Complaint: 18180739
  
  I am rejecting this response because:

  The company's reply still did not acknowledge the fact that rust is a bi product of corrosion Rust cannot cause the failure.  As they stated about the compressor being out of oil or low is not true as the unit did not stop cooling.  I would recycle.  ************ is just delaying the truth to delay paying the claim.  They owe the whole claim and should pay up. 
  
  Sincerely,
  
  ***********************