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:12/10/2024

  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 a Home Warranty through Armis ************************ I filed a claim for a Washer Machine deemed irreparable. I bought a new Washer. I only provided proof of the repair estimate expecting it to be a step towards proof of purchase of the new Washer Machine. It was denied due to the estimate not being itemized.

  Business Response

  Date: 12/18/2024

  Thank you for bringing this to our attention.

  We reached out to our claims specialist team to look into this matter. After the review it was determined that you had went ahead and replaced the washer. We would not be able to determine coverage since this was already replaced.

  In efforts to resolve this matter Armis will issue a payment of $600 to you upon signature of a signed settlement and release agreement. If you wish to accept this offer please email **************************** so we can draft the agreement and email to you for your electronic signature. 

  Client Relations.

• Initial Complaint

  Date:11/22/2024

  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.

  ARS RESCUE ROOTER came to our home for a routine furnace check on Nov 19th. We were informed that the pilot wasn't staying lit which was causing the heater not to come on. Since *** doesn't work with home warranties, I submitted a claim to Homesafe. Armis called and stated they would send FUSE HVAC to analyze the problem. They contacted me and scheduled an appointment for Wednesday, Nov 20th. The technician arrived carrying a drill which my husband questioned and he could not speak English. So, there is a communication issue. I called ************* and a member of the staff assured us that he knew why he was there and asked to speak to the technician. My husband and I were not happy with this situation so we called Armis to express our displeasure and lack of confidence in their choice of repair companies. They didn't care. The tech went to the attic to check the furnace and left after some time without telling us what he found or anything. I received a call from ******* the next day saying the claim was denied because the problem was due to a storm surge which was not covered. I tried to tell ******* that was not true but he was rude and refused to listen. He was breathing hard on the call and sighing as if I was annoying him. So, I asked for a supervisor. He said someone would call me. ****** called the next day just to reiterate what ******* had told me. She was not a supervisor so I asked to speak to one. She refused saing there were no supervisors. I asked why was she being so mean. ****** was deadpan and seemed to be humored by my pleading and ended the call. This callous attitude really upset me. I called and spoke with *******. She said that I could send her the information from ARS. I called back on the 22nd and spoke with ***** and she informed me that ******* denied the claim again. The reason being ARS DIDN'T SAY THE PROBLEM WAS NOT THE RESULT OF A POWER SURGE. Ridiculous! ******* is biased and his denial was personal. I was treated unfairly.

  Business Response

  Date: 12/10/2024

  Thank you for bringing this to our attention.

  Upon further review your claim has been adjudicated correctly per the terms of your contract. The cause of failure was due to a power surge as the Armis claims specialist has explained to you previously that this is not eligible for coverage. We have paid a prior claim which paid out more than you have into the policy thus far there will be no refund nor any funds authorized.

  If you have any further questions you may contact Armis claims at ************.

  Client Relations. 

   

  Customer Answer

  Date: 12/16/2024

   
  Complaint: 22592801
  
  I am rejecting this response because:

  A power surge was not the issue.  The previous claim that was paid for the ** created this issue with the heater not working.  This was explained to *******, but she rudely dismissed me and said, it was not Armis' fault if that work wasn't performed correctly.  How is it not when Armis sent the technician to us?  The control board that was installed previously was not the correct part.  Therefore, it caused the heater not to work.

  Unfortunately, it seems that Armis, like most warranty and insurance companies are not honorable and intend to find whatever loopholes to deceive their customers.

  
  Sincerely,
  
  ***** ****

  Business Response

  Date: 01/13/2025

  Your claim was adjudicated correctly per the terms of your contract. The cause of failure provided to our claims specialist was due to a power surge. As the Armis claims specialist has explained to you previously this is not eligible for coverage. We have paid a prior claim which paid out more than you have into the policy thus far. There will be no refund nor any additional authorization for the current claim. 

  Client Relations. 

   

• Initial Complaint

  Date:11/06/2024

  Type:Service or Repair 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.

  Filed a claim in Sept. Sent several pictures from 3 different **mpanies to fix or replace boiler system. All 3 **mpanies found to run the boiler was unsafe due to high levels of carbon monoxide. I'm raising 5 grandkids so I proceed with the 1st 2 **mpanies who say it needs replaced. The adjuster left me messages stating they would allow me *******. after me **nfirming with Armis they received quotes and pics. He stated they don't replace any appliance just pay for parts. So me being on social security raising grandkids call another **mpany to see if I need a new boiler or just parts replaced. New boiler ******. Replacement parts and cleaning ( which Armis doesn't **ver cleaning) *******. Still **mmunicating with Armis. Reassuring me they will **ver *******. Now they say we can't credit anything towards the ******* because of rust. Well the rust on the boiler is due to parts that needs replaced due to carbon monoxide leaking. They need to have a lawsuit filed after all of the people they are just taking money from. Yes **ntract states about rust not being **vered. But it is from the parts that needed replaced. Why have a warranty ** of you are going to have to pay for repairs. My mom and I both have a warranty through this rip off **mpany which both ac**unts will be cancelled.

  Business Response

  Date: 11/07/2024

  Thank you for bringing this to our attention.

  An escalations representative has been in contact with you in efforts to resolve this matter. 

  Please, contact the representative at the number they have have left on your voicemail if you have any additional questions.

  Client Relations. 

  Customer Answer

  Date: 11/07/2024

   
  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:10/23/2024

  Type:Service or Repair 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.

  Had my dishwasher repaired installing a belt that was broken. The job is complete, Armis approved the job Called numerous times for my refund in the amount or $431.42 When I call, they go thru the procedure telling me a check will go out in 7 to 10 business days. This job was completed August 24, 2024 Have not received my refund as of this date. Claim # sr202224 I am getting the run around.

  Business Response

  Date: 10/24/2024

  To Whom It May Concern:
  
  The check for your reimbursement was mailed on October 18th, and is anticipated to arrive today, October 23, 2024. If you have any questions or experience a delay, please email us at ****************************************.
  
  Client Relations
  

  Customer Answer

  Date: 10/25/2024

   
  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:10/21/2024

  Type:Order 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.

  Will not replace my hot water. Heater contractor said it was 10 and they're arguing with them saying it's older. Not willing to pay for a new one as a contract says it should.

  Business Response

  Date: 10/23/2024

  Thank you for bringing this to our attention. 

  We have reached out to our claims specialist to review your claim. Upon review it was determined your claim was adjudicated correctly per the terms of your Home Warranty. 

  Based on the information from the service provider it was found that your hot water heater is the original and was manufactured in 1998. To date your hot water heater is 26 years of age.

  This is excluded per the terms of your contract. 

  Nevertheless, Armis will refund you in full upon execution of a signed settlement release agreement. If you wish to accept this offer please email **************************** so we may draft the agreement and send it to your email for your electronic signature.

   

  Client Relations. 

• Initial Complaint

  Date:10/15/2024

  Type:Service or Repair 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.

  I have had a home warranty with is run by Armis home - they told me they would replace my oven because it isn't working but they will not send me a replacement offer. I call every day and am told someone will call me but I don't hear anything. I followed their process - used a recommend service person - that person called in and walked through the claims process. I don't know what else to do. I can't get a manager or supervisor to call me.

  Business Response

  Date: 10/16/2024

  Thank you for bringing this to our attention.

  Armis has reviewed the details in your complaint. Upon further review the claim had been resolved and Armis has contacted you on other channels.

  If you have any further questions please contact Armis at 855-275-2875.

   

  Client Relations. 

  Customer Answer

  Date: 10/17/2024

  So after I sent this - they finally got back to me - not sure how far this complaint has gone -but it can be marked satisfied or cancelled - or if it needs to run its course that is fine too.
  thanks
  Ken Liebl

• Initial Complaint

  Date:10/03/2024

  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.

  Contract # HWF4973883 Around August 26th, 2024, I opened a claim for my central AC which had stopped blowing out cold air and started blowing out hot air. A service tech came out from 24/7 air and said I needed a new unit because it was leaking freon and due to the age, it was not repairable and parts were not available. They turned in the estimate to Armis, who then tried to contact them again to get better pictures. When they could not get a hold of them, they asked me to send better pics which I did and I also contacted another tech. When I called the number to upload the video I was told to do it as a dispute, however, I was not trying to dispute at that point, I was simply trying to upload the video they requested which DID show rust, however, the unit is NOT leaking from the rusted areas and the rust AS PER THE SERVICE TECH has absolutely NOTHING to do with the failure. The failure is in the bell housing, not in the rusted areas. Last week, I was told that since I had uploaded the video I must follow arbitration guidelines to dispute the denial of the claim. So this is what I am doing. I have uploaded their estimate along with their letter describing why the unit failed and needs to be replaced. I would like them to cover the $3,000 as stated in the contract.

  Business Response

  Date: 10/08/2024

  Thank you for bringing this to our attention.

  Armis requested that the Administrator of your ************ Contract examine your claim based on the complaint you have provided. The results of this investigation indicate that the claim was adjudicated correctly according to the specific terms and exclusions of the ************ Contract. It was found that the cause of failure was due to severe rust/ corrosion.

  Rust and corrosion are exclusions that are listed on page 5 of your home service contract booklet. 

  We have attached a copy of your contract as well as the rusted/ corroded component. 

  There will not be any funds authorized on this claim as it is not eligible for coverage. 

  If you have any further questions please contact claims at ************.

   

  Client Relations. 

  Customer Answer

  Date: 10/08/2024

   
  Complaint: 22377040
  
  I am rejecting this response because: no representative from ***** actually looked at the unit. The ********* who was here stated it has nothing to do with the rest it is leaking from the bell housing. This means the rest is not causing it it is the copper that is not rested that is leaking not the galvanized metal around it.

  I attached the letter from the **** guy on the original complaint I filed with the BBB stating that it had nothing to do with the galvanized metal that it had to do with the copper which is not corroded or rusted. So the rust exclusion does not apply to my unit.
  
  Sincerely,
  
  ******* *****

  Business Response

  Date: 10/22/2024

  We stand by our adjudication.

   

  Nevertheless, in efforts to resolve this matter Armis will offer a full refund upon execution of a signed settlement release agreement. If you wish to accept this offer please email **************************** so we may draft and email you the agreement for your electronic signature. 

   

  Client Relations. 

• Initial Complaint

  Date:09/13/2024

  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.

  On February 27, 2024, I noticed I didn't have any hot water. PSE&G was called that evening and it was determined that the water heater was leaking and needed replacing. On February 28, 2024,I called Armis LLC according to the contract and notified them of the water heater malfunction. The customer service representative contacted Fantes Plumbing to replace the water heater. Mr. **** ****** the claims adjuster disagreed with the plumber stating the water heater was 12 years old and its malfunction was natural wear and tear. Mr. **** demanded the plumber provide a diagnosis other than wear and tear. Then he denied my claim and breached the contract after the documents were resubmitted several times at his request. He reviewed the resubmitted documents and denied the claim stating bottom rusted out, anode rod, and water pressure was the cause. I again submitted documents and photos to affirm my water heater did not have those issues.

  Business Response

  Date: 09/16/2024

  Thank you for bringing this to our attention. 

  Upon further review your claim was adjudicated correctly per the terms of your contract. 

  The adjuster has reached out on numerous occasions to recap the denial.

  There will not be anything further approved on your current claim. 

  Nevertheless, we will refund you in full minus previous claims paid upon execution of a Settlement Agreement and Release. Please, email [email protected] if you wish to accept this offer and we will draft the Agreement and email it to you for your electronic signature.

   

  Client Relations. 

  Customer Answer

  Date: 09/19/2024

   
  
  Complaint: 22282722
  
  
  
  

  After reviewing the correspondence forwarded from Armis LLC.  It is apparent the company has no true intention of honoring the warranty insurance purchased for unforeseen malfunctions such as my water heater.  The adjuster Mr. Todd Holder was provided with multiple estimates after refusing to accept the plumber's professional diagnosis for the malfunction. Mr. Holder was very unprofessional and belligerent towards the plumbers and me.  After several verbal encounters with Mr Holder the plumbers Fantes and Harris changed the natural wear and tear to write whatever Mr. Holder stated not realizing they were falling into his trap to deny the claim.  Mr. Holder had two other estimates that stated the malfunction of the 12-year-old  water heater was natural wear and tear as well.  PSE&G,  the original emergency service provider that answered the emergency service call, and Davis Plumbing, the company that replaced the water heater. The photos and documents submitted by PSE&G and Davis Plumbing were never considered by Mr. Holder because he had no intentions of honoring the natural wear and tear clause covered in the contract.

   

  In addition, Armis LLC wants me to agree to terms without stating clearly what the monetary settlement amount would be. This is another example of the deceitful manner in which Armis LLC. entraps the consumer to believe they are negotiating based on  GOODWILL and are expected to accept their terms in GOOD FAITH.  Due to the past poor relationship established by the  Armis adjustment team.  I am unable to accept any offer that does not clearly state the monetary amount they are willing to offer when I have assumed the cost of $5,119.52 in fulfilling my contract and doing business with them. 

   

  Please let me know when Armis LLC. is sincere about reaching an amicable resolution! 

   

  Respectfully Submitted!

   

  Customer Answer

  Date: 09/20/2024

   I am willing to accept a settlement amount of  $3000.00  from Armis LLC  to expedite this complaint process. If  Armis, LLC. agrees to this amount  I will sign the settlement agreement and release.   

   

  Respectfully,

   

  Ms. Parker

  Business Response

  Date: 09/24/2024

  We stand by our adjudication as well as our offer of a full refund minus claims paid. 

  If you wish to accept our offer please email [email protected].

  Client Relations. 

  Customer Answer

  Date: 09/25/2024

   
  
  Complaint: 22282722
  
  
  
  I am rejecting this response because: Armis refuse to disclose the exact monetary amount they will be refunding if I agree to sign their release.   In good-faith I sent  an offer to settle this complaint for $3000.00 which is reduce from the $5,119.52, restitution  I was originally seeking hoping for an amicable settlement.   Where as,  Armis continues to insist I settle and sign their blank release forms without being forthright of the full terms and refund amount.  
  
  
  
  Sincerely,
  
  
  
  Evadell Parker

  Business Response

  Date: 10/08/2024

  We have spoke with Ms. Parker and have reached a resolution.

  Armis considers this matter closed.

  Client Relations. 

  Customer Answer

  Date: 10/18/2024

  Please be advised my complaint has not been resolved due to the following concerns included in the release documents. Please see attachment:

   

  Good afternoon, *** *********:

   

  I returned from being out of the country and had an opportunity to review your document last night on 10-17-24. 

  After reviewing your document, I must inform you that I do not agree with several of your Agreement Articles. Such as:

   

  Paragraph #1. 

  States that I cannot purchase another warranty contract from another vendor, As a homeowner I intend to protect my property and do not believe your company should have control over this decision or monopolize home warranty coverage for consumers.

  Paragraph #1,2:  

  Contract Holder understands that cancellation will be processed by the seller per their standard procedures.   

  Contract Holder understands that the final invoice amount may be different and agrees that they will be solely responsible for any difference.  

  Paragraph #3:

   Mutual Release indicating Future successors, subsidiaries, or related entities known or unknown.

   

  Paragraph #7:

  Attorney Fees/Venue

   

  In conclusion, I do not have any open claims with your company, and the negotiable amount requested was reduced with these unreasonable conditions.  Therefore, I believe the four-page documents you emailed me are biased and have me questioning if your proposal is of good faith.  If you wish to move forward with an amicable agreement to dismiss this complaint, please revise this agreement.

   

  Respectfully,

   

  *** *. ******

  Business Response

  Date: 10/22/2024

  The agreement you have received is our standard agreement.

  If you have any questions you may contact your lawyer.

  As far as paragraph 1 it states you may not purchase another home warranty where Armis is the administrator.

  You can certainly purchase another home warranty from a different Administrator. 

   

  Client Relations. 

   

  Customer Answer

  Date: 10/28/2024

   
  Complaint: 22282722
  
  

  After reviewing the response.  I am unable to agree to a release that is unreasonable to me the consumer. I thought in speaking with the representative an amicable agreement was made, and a simple release signature was required. Thus, that was not the case.  In reviewing the four-page document there were three articles I believe to be unreasonable. Such as: 

  Paragraph #1. 

  In exchange for the payment contemplated herein Contract Holder(s) agrees to all terms contained in this Agreement and in addition, Contract Holder(s) may not purchase another contract administered by Administrator, whether through Seller or another vendor. As a result of the payment contemplated below Companies will ensure the cancelation of the Contract.

  This paragraph states that I cannot purchase another warranty contract from another vendor. I do not know the many (brand name /trade names) Armis or Homesafe may be operating under.   As a homeowner, I will continue to protect my property and do not believe your company should have control over this decision or monopolize home warranty coverage for consumers.

  Paragraph #1,2:  

  Contract Holder(s) understands that refunds for contract cancelation will be processed by the Seller per their standard procedures. If Contract Holder(s) elects to have payment issued to them directly in lieu of payment to the Contract Holder(s) chosen repair facility or service provider after receipt of a final invoice, Contract Holder(s) understand that the final invoiced amount may be different and agrees that they will be solely responsible for any difference.

  There is no pending service contract, and the original amount requested to settle the dispute by me was already reduced by you (the company).

  Paragraph #3:

  Mutual Release: For payment and other consideration, the sufficiency of which is hereby acknowledged, the Parties, on behalf of their successors, and authorized assigns, hereby release, acquit, and forever discharge each other, their employees, agents, servants, representatives, administrators, obligors, attorneys, successors, assigns, directors, officers, affiliates, parent corporations, subsidiaries, and related entities, of and from any and all actions, cause of actions, suits, claims, demands, rights, controversies, debts, liens, agreements, damages, costs, expenses, and liabilities whatsoever, which they now have or may hereafter have, arising out of any matter or event which has happened or occurred, whether known or unknown, at any time before the date of the execution of this Agreement, specifically including, but not limited to, any and all claims of any kind, arising out of, or in any way related to the Contract.

  This indicates Future successors, subsidiaries, or related entities known or unknown. How can I agree in good faith to a clause that releases the company from an unknown or unforeseen incident that was covered by its warranty contract?  

  Paragraph #7:

  Attorney Fees/Venue:   In the event further legal proceedings are initiated to enforce any term of this Agreement, any such disputes shall be determined under the laws of the State of Missouri. The Parties agree that the appropriate venue shall be in ********************************, 11th Judicial Circuit, ******************, ********, and should Companies prevail, it shall be entitled to recover all costs, and expenses, including reasonable attorney fees.

  In conclusion, I do not have any open claims with your company, and the negotiable amount requested was reduced with these unreasonable conditions.  Therefore, I believe the four-page document you emailed me is biased and has me questioning if your proposal is of good faith.  If you wish to move forward with an amicable agreement to dismiss this complaint, please revise this agreement.  

   

   

  Respectfully,

   

  Ms. P

   

  Business Response

  Date: 10/29/2024

  These are the terms of our agreement.

  If you have issues with the terms we can not move forward with the refund. 

  Any additional questions from your attorney may have can be sent to ****************************************.

   

  Client Relations. 

  Customer Answer

  Date: 11/19/2024

  Good evening,

  In response to your email 11-12-24.   I believed I have provided several rejection statements from my initial complaint 9-13-24 to my last statement submitted 10-28-24   that specifically outlined the reasons I chose to reject Armiss settlement contract.  During this corresponding period the business has not address my concerns in an impartial manner to reach an amicable settlement causing me to reject all offers that were suggested.  Further it was my understanding according to Armis Warranty Contract that the BBB are their Arbitrator, and you were arbitrating this dispute once I filed my request for Arbitration and complaint with The BBB.  I believed we were in Arbitration for these last two months.

  Thus, Ms. ****** you have indicated otherwise, and I will submit my last complaint and rejection statement to be added to the several statements already submitted.

           Armis failed to honor my warranty contract for a water heater that was proven to be maintained pursuant to manufacturers instructions/local regulations and ordinance.

           Contract Book-Page 3 of 15;3: b Does not apply. Plumber photos submitted/doc. Submitted. The claim should have been honored. Therefore, the requested refund amount $5,119.52 to settle complaint she be honored.

  Ms. *. ******

• Initial Complaint

  Date:08/29/2024

  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.

  Had a home warranty with armis filed a claim they sent out service provider he messed up the appliance more armis sent second provider he stole parts from machine and now they are denying my claim for home warranty

  Business Response

  Date: 09/03/2024

  Thank you for bringing this to our attention.

  We have sent this matter for review and it appears a replacement offer has already been sent to you.

  You have accepted the offer for an ice maker.

  The amount was provided to you on other channels.

  If you still have any additional questions please contact claims at ************.

   

  Client Relations.

• Initial Complaint

  Date:08/26/2024

  Type:Service or Repair 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.

  The ** system failure was identified on 3/22/24. A claim was submitted on 6/05/24. It was denied on June 26. I submitted dispute resolution as well as sending an email and phone call to notify them I was disputing the denial. It was eventually upheld again. The work to replace it was in progress, it was replaced on 6/08/24.They specifically said that because there was rust on the A-coil, it excludes them from covering the new system. They're actually misrepresenting their own warranty documentation, it says if rust caused the failure, then the cost of the repairs would not be covered. The system didn't fail because of rust, it failed because its age (26 years old) and the refrigerant leaks determined within the A-coil. I'm no HV** specialist, but the rust developed was from the ice buildup generated from refrigerant leaks. Anyway, there was no way for anyone to know if there was any rust without dismantling the interior ** system housing, which would result in some replacement and cost if it had been done.The dispute resolution person was very rude and unprofessional. I asked her what my options where to further advance my dispute. She said I would have to take it arbitration. I had asked her what the process was, she said it was outlined in my contract. While we were on the phone, I looked the specific sections and there was very little direction on how to proceed with arbitration. I asked her if she could elaborate on the process, that's when she began to get more aggressive and would only say arbitration, arbitration, arbitration and threaten to hangup on me. She eventually just hung up but before hanging up, she mentioned in passing, file a complaint with the BBB. I have reached out numerous times but have yet to get a response.

  Business Response

  Date: 08/29/2024

  Thank you for bringing this to our attention.

  Armis has completed an extensive claim review on the claim you have referenced. The results of this investigation indicate that the claim was adjudicated correctly according to the specific terms and exclusions of the ************ Contract. The contract does not cover rust and/or corrosion. This is an industry standard. We have attached Images of the evaporator coil to show the heavy rust and corrosion. 

  Although there is no refund due, Armis will refund your policy in full upon execution of a Settlement Agreement and Release. Please email **************************** if you wish to accept this offer and we will draft the Agreement and email it to you for your electronic signature.

   

  Client Relations.