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:06/22/2024

  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.

  In April 2024, my I contacted Armis LLC to file a claim regarding my air (**) unit, which had completely failed. A repairman evaluated the unit and reported that it was over 23 years old and had ceased functioning. However, Armis LLC dismissed this explanation as insufficient. The repairman then identified specific parts needing replacement. Armis LLC subsequently requested photographs of the unit, causing a delay of three weeks due to the time required for the analyst to review each new submission.Armis LLC ultimately refused to repair the coil, citing issues related to condensation and rust. In an effort to address the problem in good faith, I replaced the coil independently and requested that Armis LLC address the remaining issues. Which was the compressor. Despite the replacement of the coil, Armis LLC, through their representative *****, who exhibited unprofessional and rude behavior, refused to repair any other parts of the ** unit, again citing rust as the reason.This refusal has left me and my family without air conditioning in 90-degree weather, which poses significant health risks to my 3-year-old child with respiratory issues and my 6-year-old child with severe asthma. I feel scammed and mistreated by Armis LLC, given the circumstances and the undue hardship this situation has caused our family.

  Business Response

  Date: 06/26/2024

   

  Thank you for bringing your concerns to our attention and for the opportunity to respond.  Based upon all available information and documentation and pursuant to the terms and exclusions of your contract, Armis determined the claim was adjudicated correctly.  The claim was denied as the cause of failure was rust/corrosion. 

  As a resolution,CarShield will refund your last 4 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. 

  Customer Relations

  Customer Answer

  Date: 06/27/2024

   
  Complaint: 21886388
  
  I am rejecting this response because:

  I hope this message finds you well. I am writing to you regarding the recent issues with my air conditioning unit and the subsequent communication with the Better Business Bureau and Armis Homes.
  
  Firstly, I want to clarify that I do not believe the conclusions drawn regarding the rust and corrosion on the coil were accurate. The rust was cited as the reason for the malfunction of the air conditioning unit. However, this assessment appears to be incorrect. 
  
  Recently, I had a brand-new coil installed at my expense, and the issue persisted, indicating that the rust was not the root cause. The technician seemed to have been influenced to diagnose the problem as something other than the age of the unit, which is 23 years old. It became evident that the unit needed a new compressor.
  
  Given that the coil has been replaced and there is no longer any rust or corrosion, it is clear that the compressor is the actual issue. I strongly believe that replacing the compressor should be considered in good faith, especially since we had an active warranty at the time the claim was processed.
  
  I did not foresee these complications when the warranty was sold to me, and I genuinely believed that it would provide the necessary coverage and peace of mind. I am requesting that you replace the compressor to rectify the misdiagnosis and ensure the proper functioning of the air conditioning unit.
  
  Your assistance in resolving this matter would be greatly appreciated. I am looking forward to your positive response and am hopeful that we can come to an amicable resolution.

  Armis Home does not have contracted repair personnel. Instead, they select repairmen online and arrange home visits for inspections. After the inspection, the homeowner is presented with a bill, which they must submit to Armis. Often, Armis deems the repair costs too high, advising homeowners to either cover the difference or find a more affordable service provider. Armis suggests using small, local businesses, but their rates are generally consistent with others, leaving homeowners with limited options.
  In one instance, a repairman diagnosed a faulty compressor and coil due to age, but Armis required additional proof. Despite providing evidence of corrosion and rust, the repairmans recommendation was initially insufficient. Eventually, in good faith, the compressor was replaced. However, the air conditioning remains non-functional, leaving my family, including my asthmatic child, without proper air conditioning. The lack of functional resolution is a serious concern for our well-being and comfort, which Armis is responsible for addressing.
  
  
  Sent from my iPhone
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 06/28/2024

   

  In an effort to resolve this matter, Armis will refund your payments in full upon execution of a Settlement and Release Agreement. Please email **************************** to accept this offer. 

  If you wish to dispute a claim decision, please see your contract for dispute resolution information. 

  Customer Relations

  Customer Answer

  Date: 06/29/2024

   
  Complaint: 21886388
  
  I am rejecting this response because:

  Dear Armis LLC,
  
  
  This letter serves as a formal statement regarding the ongoing dispute about the replacement of parts in my AC unit under the additional warranty provided by your company.
  
  
  Issue at Hand:
  Despite the warranty exclusion for corrosion and rust, the parts in question failed for reasons unrelated to these exclusions. The claim stated that both the replacement coil located in the attic and the compressor unit outside the house should be replaced to resolve the issue. The technician noted that the unit was old. After replacing the coil, the air conditioning still isn't working, confirming that corrosion and rust were not the root causes of the malfunction. Additionally, my child has asthma, making it imperative to resolve this issue promptly.
  
  
  Request for Resolution:
  While I appreciate the offer of a refund, I must reiterate that I am seeking a resolution that involves the replacement of the faulty parts to ensure my AC unit is restored to proper working condition. The rust and corrosion exclusion cited by your company does not apply in this scenario, and thus, the warranty coverage should be honored as per its terms.
  
  Legal and Consumer Protection Stance:
  In accordance with the ************************* Warranty Act and the North Carolina Unfair and Deceptive Trade Practices Act (UDTPA), I believe that I am entitled to a fair resolution that includes the replacement of the malfunctioning parts. These laws are designed to protect consumers from unfair warranty practices and ensure that warranty terms are honored justly.
  
  Next Steps:
  I am willing to engage in the next steps to resolve this dispute amicably. However, if necessary, I am prepared to pursue further legal action to ensure that my rights as a consumer are upheld. I trust that Armis LLC will reconsider its position and provide a resolution that aligns with the warranty's terms and consumer protection laws.
  
  
  Thank you for your attention to this matter. I look forward to your prompt and favorable response.
  
  
  Sincerely,
  *****************************
  
   

• Initial Complaint

  Date:06/21/2024

  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.

  Bought a home warranty from Armis around April of 2023. Around mid May 2024, my air conditioner started short cycling which led me to call Armis to get a warranty claim filed. Got a customer service representative on the phone waited on hold while she looked for a service provider. That first phone call was about an hour long and she was unable to find a service provider which she then told me that it would get sent to their escalation team And then I would get a phone call back within 24 to 48 hours. I never received that call from anybody from the escalation team which prompted me to call back. That customer service representative basically just rinse and repeated the same process to which I was told I would get somebody from the escalation team to call me within 24 to 48 hours and again I heard nothing from the escalation team so that is the first week of starting a warranty claim. Sometime after that 48 hour period ended I called yet again and had the same thing happened to which now I was transferred to a supervisor that supervisor assured me that my heating and furnace systems were separate and that they carried a $3000 claim on each piece of equipment And had mentioned that in a single year you had up to $10,000 to use on a warranty claim. I distinctly asked him if it could be used at once on a claim which he told me yes. A tech was finally located and I was told that theyd be there the next day. Took off work and no one showed. Called again and they said they never set anything up and apologized. I was then told that I could use a provider of my own choice. So now I started doing the legwork to find someone that would work with Armis and come to my house, which I was only able to find two. Both gave essentially the exact same diagnosis that my entire system is needing to be replaced due to age and wear. To this date 6/21 and 30+ days into this we just keep getting passed to the next person AND NEVER HEAR FROM A SUPERVISOR AS PROMISED. 70+ calls made

  Business Response

  Date: 06/24/2024

  Thank you for bringing your concerns to our attention and for the opportunity to respond.  After review of our records, Armis was unable to identify a claim or documented call related to your complaint. Please provide AAS with additional information containing either the disputed claim number or contract number to ***************************************************** so that we can properly review and respond to your complaints.

  Customer Answer

  Date: 06/24/2024

   
  Complaint: 21885425
  
  I am rejecting this response because: I have spent over a month regarding this issue and havent gotten the action required to fix this issue. My claim number is SR171088. 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 07/01/2024

  Armis has reviewed this consumers repair claim and on 06/27/24 the consumer was paid per the terms of the home service contract.  As such, Armis considers this matter resolved.

  Business Response

  Date: 07/08/2024

   

  Armis has reviewed this consumers repair claim and on 06/27/24 the consumer was paid per the terms of the home service contract.  As such, Armis considers this matter resolved.

• Initial Complaint

  Date:06/18/2024

  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 with home safe who intern uses Armis Claims for which a claim was filed back in December 2023. I had a washer machine that I filed a claim on. Armis referred me to a repairman who came out and I suppose submitted documentation to the Armis for the repairs. However, he was paid via Armis to do the repairs and repairs have never been made. Now here we 6months later, and Armis is consistently telling me that the repairman needs to return the money, but I didn't hire this repairman, they did. Long story short, they are now trying to deny my claim and leave me having to purchase a new washer machine out of pocket for a warranty I have been paying monthly. How is this fair!

  Business Response

  Date: 06/23/2024

   

  In revie of the notes on your account, this matter has been resolved.

  Customer Relations

• Initial Complaint

  Date:06/14/2024

  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 am an owner of 2 policies, my own home and a rental unit. for almost 2 years I have been pat of this service, ZERO claims. last week my heat pump hybrid water heater stop working, no longer heating with the heat pump... contacted the service, first red flag, you MUST pay tech their service fee and labor rate, so if they want to troubleshoot for 2hrs at $130hr witch is a average rate, YOU MUST pay that, not just the deductible as the plan makes it seem, yeah, you MAY get re-reimbursed, still, you MUST pay upfront, then they will do everything to come up with an excuse not to pay your claim, my heater was defective, the tech determined unit had to be replaced, ARMIS checked warranty, my heater TANK (NOT Heat pump) has a 10 year warranty, so they denied my claim because since the ***** has a warranty, they cant touch it...yup, so basically if your car had corrosion protection warranty, they would not work on the ** claim because the metal around the ** has a warranty, that is what they tell me... translation, they dont want to pay. I even managed to get *************** to give me a replacement unit for this hybrid water heater...yet ARMIS would refuse to cancel my contract unless I agreed for the to try to fix my heater, my heater requires to be removed from the wall, placed on open area, re-connected, started to be tested...and that is just to test, not to replace or repair the heatpump... yet, they are ok wasting over 8hrs of labor for that then more labor to re-install instead of just paying for removal and install of a FREE unit that they will not pay for it...meanwhile I keep being told that my claim is denied because the tank part of the water heater has a warranty! basically, they will find EVERY loophole not to pay, I thought American Home Shield was bad, these people make AHS look like a great company.Their contract states that if they cant fix, they replace or pay the max ****** allowed, Im sure they will find excuse to reduce that ****** from $6000 to $200

  Business Response

  Date: 06/24/2024

  Thank you for bringing your concerns to our attention and for the opportunity to respond.  Based upon all available information and documentation and pursuant to the terms and exclusions of your contract, Armis determined the claim was adjudicated correctly. Per section 10 of the general exclusions, the contract does not cover the unit if it is under the manufacturer's warranty. 

  Customer Answer

  Date: 06/25/2024

   
  Complaint: 21853060
  
  I am rejecting this response because: makes no sense, the unit is not a traditional water heater, the **** has a 10 year warranty, The ****, the cilinder, the metal thing where the water sits and is being heated....but this unit also has a heatpump, the heatpump was what was damaged and was not working, I even received a goodwill RMA from the manufacturer all they had to do was cover the labor, is interesting how they now claim it was adjudicated correctly, yet, they dont cover water heaters over 12 years old, so basically they dont cover water heaters as most units do have 10 year warranties or more on the tanks, for defects...not for the units stopping heating. I am sure they will use every excuse in the book, the have zero issues getting my money every month from 2 homes, never had a claim and when I needed them, first, I had to pay the tech more than the agreed service call, and funny how they dont mention that on their sales pitch and advertisement, yes, they claim they will re-imburse, but they make it super hard and I am sure they will also have excuses to pay...second, again, the reason you get a service plan is to cover items that go bad, but they find every excuse no to cover them, this is like me saying my car engine is bad, but it will not be covered under warranty because is attached to the sheet metal that has a 10 year warranty. Worse company ever, and they were very "proud" of serving us Disabled Veterans....but all they wanted was easy money...shame on them! All I wanted was for them to cover the labor, now I had to pay over $1300 on my own that If I never had them and placed all that money in a savings account it would have been a better financial decision!!!
  
  *************************

  Business Response

  Date: 07/03/2024

   

  In an effort to resolve this matter, Armis will refund your payments in full upon execution of a Settlement Agreement and Release. Please email **************************** to confirm and we will draft the Agreement for your electronic signature.

  Client Relations

   

• Initial Complaint

  Date:06/02/2024

  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.

  We filed a claim on Wednesday 05.29.2024 to repair our AC. They sent a service provider on Thursday at 9 am. He provided a quote. No one from Armis contacted us. I called them Friday (5/31) morning at 7:24 am and was told an inspector or adjuster had to review the information. I called back at 8:22 am and was told, by ******, that Armis had not received the estimate. So I added my husband to the call so we could understand what was going on especially since I was told something else less than an hour ago.****** went on to tell us that they had no information on the technician that they sent to our home. What!! She said he didn't send the estimate but pictures only but Armis had no way of contacting him because they used Thumbtack to find him. I contacted the tech and gave ****** his number. ****** called him and called me back to confirm.Its June 2nd and we have no AC. No one has contacted us or the service provider to authorize the repair. The adjusters have yet to review our claim and they dont work on the weekend. Yet, they had from Thursday to Friday. Yet it's okay for us to stay in the heat in ***** for 4 days. This is Unbelievable and an awful way of treating a customer. Lastly, the technician sent them an email with the estimate. I have attached it.

  Customer Answer

  Date: 06/03/2024

  I have been contacted by Armis this morning.  They have authorized the repair of my AC.

  Business Response

  Date: 06/03/2024

  Armis requested that the Administrator of your ************ Contract examine your claim based on the review you have provided. The results of this investigation indicate that the claim has already been reviewed, and a response provided through other channels.

  Customer Answer

  Date: 06/03/2024

   
  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:05/29/2024

  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 purchased a Home Protection Plan By ARMIS when it came time to file a claim due to our refrigerator breaking we could get not get a repairman to service or agree to service under the ARMIS contract, we waited for days for ARMIS to respond but they do not call back. The company address is listed as HOMMESAFE **************************************************. I was urged to purchase this contract thru Car Shield warranty service after weeks of high pressure sales techniques and constant calls. I am filing this complaint to provide my horrible experience to other potential victims of this sales scam as they do not intend to provide to you the level of service they are selling. The amount we were paying for the warranty service was ***** per month the service we received was 0

  Business Response

  Date: 05/31/2024

  Armis requested that the Administrator of your ************ Contract examine your claim based on the review you have provided. The Administrator will be reaching out to you directly to resolve this in a timely manner.

  Customer Answer

  Date: 06/08/2024

    I am responding to the first notice I received after opening my complaint. I do not have a satisfactory resolution to my complaint, The business ARMIS did not provide the service we needed as promised when we Paid for the contract. We made our first claim under the policy thru their phone claims, nobody ever came as promised to repair the appliance. we called them many times to follow up and were told there was nothing they could do as we had to wait for an escalation team to call us, then we never heard from them until after we filed the complaint with the BBB. The complaint is for the ********************** We were in need of a refrigerator and the warranty company would not respond to our calls. We were forced to purchase a new refrigerator because we could not go weeks without a refrigerator waiting without knowing, we have young children! 

   This company intentionally did not respond knowing full well a family can not wait weeks to repair needed appliances I could only imagine how hard this is on people who lose their furnace in the winter. This company should not be allowed to sell insurance  

  Business Response

  Date: 06/18/2024

  Thank you for bringing this consumer's concerns to our attention, and for the opportunity to respond.  Armis understands the frustrations experienced by the consumer, and offers to issue a full refund for the amount of premiums paid to date by the consumer.  If the consumer wishes to accept this offer, he should reply via the BBB, or he can contact Armis directly at *****************************************************. 

  Customer Answer

  Date: 06/25/2024

   
  Complaint: 21777079
  
  I am rejecting this response because: I have not been contacted by ARMIS about any resolution to this complaint and do not believe a company that does not contact in good faith a consumer who paid for their service. I believe they only posted the necessary reply to the BBB site to try to hide their shady business practice, They have NOT refunded my payments or made any attempt to contact me in regards to their obligation when I purchased the service contract with them. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 07/18/2024

   

  Thank you for bringing this consumer's concerns to our attention, and for the opportunity to respond.  Armis understands the frustrations experienced by the consumer, and offers to issue a full refund for the amount of premiums paid to date by the consumer.  If the consumer wishes to accept this offer, he should reply via the BBB, or he can contact Armis directly at *****************************************************. 

  Customer Relations

  Customer Answer

  Date: 07/18/2024

   
  Complaint: 21777079
  
  I am rejecting this response because :I have not received any communications from ARMIS concerning this matter. they have not refunded anything and I believe they only posted to the BBB so the case would be closed and that is why they have not refunded anything to date. This business has a history of not doing what it has promised. If they were truly serious they would have already refunded all my payments and communicated directly with me. 
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 07/30/2024

    I received your message and Im writing to let you know I would accept the refund of all payments made, I did try to contact them directly and you can not get through to an escalation member and nobody ever returns your call when you request to speak with someone who can assist with this matter. if they were serious they would have already returned my payments, I wish I could have made that more clear. They do not intend on returning any funds, they only posted that message to you so the complaint would be closed. Maybe if you contact them and ask them for proof of the return of all premiums paid, you would understand why I seem frustrated. It is all just about closing the claim without actually doing anything and they know you will eventually close it for them.

     Thank you for your assistance,

         ***************************

         ************

  Business Response

  Date: 08/05/2024

   

  We will draft the Agreement for your electronic signature and email to the address we have on file. 

  Please allow 3 business days to draft. 

  Client Relations

  Customer Answer

  Date: 08/15/2024

   I accepted the offer of  return of all payments, I emailed the response to you,  ARMIS has not complied or contacted me in any way and has returned nothing. What ARMIS tells you is what you want to hear so you will close the case in their favor. They have not contacted me. Do what you will, I have filed for charge back with my credit card and will deal with the matter that way. it would  be nice if you would close the case with no satisfactory conclusion. The public has a right to know this company is not going to provide the services they are selling.

   

     thank you for your time, 

     ***************************

  Business Response

  Date: 08/21/2024

   

  The Settlement Agreement was emailed to you yesterday. It comes through DocuSign. Please sign and we will issue the check for a full refund. 

  Client Relations

  Customer Answer

  Date: 08/21/2024

   
  Complaint: 21777079
  
  I am rejecting this response because: I have not received any communications from ARMIS regarding this matter. the only person I ever spoke to in length was when I filed for warranty service with the company. after no service tech showed up ARMIS has avoided any contact by restricting the customer to only being able to call the warranty hotline where you are told you have to wait for the escalation team to call you. Nobody returns calls. Armis has my physical address and has not attempted to contact me their either, also no phone calls.

    ARMIS has not made any serious attempt to return my payment on the contract they made with me yet they have gone out of their way to not communicate with me.

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

  Business Response

  Date: 08/26/2024

   

  Armis reached out to ****************** and has requested a copy of the paid invoice for repairs. Once received, we will reach a resolution. 

  Client Relations

  Customer Answer

  Date: 09/11/2024

  ******,

   I wanted to let you know, I have reached a satisfactory conclusion with ARMIS. They agreed to cover the replacement costs of my refrigerator. you can close the complaint with a satisfactory outcome. I have received payment. Thank you for the assistance of your office with this matter. without you this would not have happened 

    thank you,

  *************************;

• Initial Complaint

  Date:05/13/2024

  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.

  My 18 year old plus refrigerator died. Compressor went out. They hired the repair person. I looked up cost. Could be up to $1,250. So do they want to possibly repair once and replace later. So many issues pop up with repair. Or do they want a one time cost. They cant figure it out!!They also have NO IDEA that I am rural. Im closer to a TN claim for repair than *******, ** but they hired the repair company. I couldve replaced this refrigerator in less than 3 days but Im waiting on them to decide if they want to do the recovery with 1 replacement or a repair and possible replacement. I researched the cost and presumtive issues of an18 year unit. Yet replacement once seems to be too much to handle.

  Business Response

  Date: 05/16/2024

  Thank you for bringing this customers concerns to our attention and for the opportunity to respond.
  
  American Auto ******* **** dba Armis ("Armis") administers repair claims brought under home service contracts (HSC) sold by separate sellers. In this instance, the customer purchased an HSC on March 12, 2024. Our records indicate that on May 7, 2024, the repair claim at issue was opened by the customer. The disputed claim at issue and the related customer complaints were reviewed by ********************** claims team. The claim at issue is being processed by Armis claims team in accordance with Armis standard claim procedures and pursuant to the contractual requirements of the customers HSC. With that being said, ********************** understands the customers frustrations, and as of May 14, 2024, an Armis representative has spoken with the customer directly to discuss the claim in order to move it towards full resolution.

• Initial Complaint

  Date:05/07/2024

  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.

  filed a claim on Friday around are about May 03,2024 because my Central Heating and Air was not working properly the air conditioner was blowing hot air I contacted ARMIS and filed a claim they sent a Contractor out from UP n UP he checked unit and took pictures and submitted his findings to ARMIS my Claim Number is SR165155 when I checked with the Contractor he told me claim was denied because of Rust but he states he showed them there wasa tiny leak in the pipe and over period of time it probably leaked down on the coil , now we have this unit checked every year for winter then for summer so its not like we havent had it serviced. I requested to speak with Supervisor and was told someone would get back with me and now its Tuesday and no one has contacted me yet I dont feel like we should be penalized for the denied claim so thats how we knew something was wrong with it because its time to have it serviced and the air maintance man says he could put about 60 lbs i it for $500.00 dollars thats when I contacted ARMIS

  Business Response

  Date: 05/10/2024

  Thank you for bringing this customers concerns to our attention and for the opportunity to respond.
  
  Armis, LLC ("Armis")administers repair claims brought under home service contracts (HSC) sold by separate sellers. In this instance, the customer purchased an HSC on February 15, 2023. Our records indicate that on May 2, 2024, the repair claim at issue was opened by the customer. The disputed claim at issue and the related customer complaints were reviewed by ********************** claims team. The claim at issue was adjudicated correctly based upon all available information and documentation provided and pursuant to the terms and exclusions of the customers HSC. There is nothing further ********************** can offer at this time.

  Customer Answer

  Date: 05/16/2024

   
  Complaint: 21677866
  
  I am rejecting this response because:
  
  Sincerely,
  I asked your Company if I could get a second opinion and was told yes I could at my expense the first Ccmpany that came out was sent from your list of Providers I have gotten a second opinion and the Company was able to make the repair nothing close to the Company you sent out ********************* paid $75.00 to Company will submit receipt for reimbursement 
  *****************************

  Business Response

  Date: 05/22/2024

  The customer has not provided any additional or new information that would allow Armis to change its previous claim determination and decision. There is nothing further Armis can offer at this time. 

• Initial Complaint

  Date:04/24/2024

  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.

  I was sold a home warranty november of 2022. I had a problem with my hvac unit november of 2023. They will not fix it or my hot water heater. There is nobody in my area that works with Armis because it is a waste of time. They are unreliable, unprofessional, unpredictable. They promise you upon selling the contract they will fix ANYTHING for just $65 deductible. Only to realize the fine print of the contract of which I never saw, will only protect them and make sure there is no path that will produce a fix. This company will not call you back! Will not help you! Will not pay for repairs! Complete liars on every call! I cancelled my policy but only after they took $1400 from me. Please do not get in a contract with these people! NOBODY wants to work with them and they WILL NOT PAY!

  Business Response

  Date: 04/29/2024

  Thank you for bringing this customers concerns to our attention and for the opportunity to respond.
  
  Armis, LLC ("Armis")administers repair claims brought under home service contracts (HSC) sold by separate sellers. In this instance, the customer purchased an HSC on November 3, 2022. Our records indicate that on November 8, 2023, the repair claim at issue was opened by the customer. The disputed claim at issue and the related customer complaints were reviewed by ********************** claims team. The claim at issue was adjudicated correctly based upon all available information and documentation provided and pursuant to the terms and exclusions of the customers HSC. There is nothing further Armis can offer at this time.

• Initial Complaint

  Date:04/02/2024

  Type:Product 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 tried to get a warranty for appliances, heating,etc for my house. The receipt was faxed as asked, but nothing was done by Armis. I paid $74.98 and $81.49 for the appliance man and still nothing. They refused to refund my money and I had tried to cancel it timely. Please help me as I am a senior citizen and cannot give money away. Thank you, *********************** ************ *************************************************************************

  Business Response

  Date: 04/08/2024

  Thank you for bringing this customers concerns to our attention and for the opportunity to respond.
  
  Armis, LLC ("Armis") administers repair claims brought under home service contracts (HSC) sold by separate sellers. In this instance, the customer purchased an HSC on February 8, 2024. Our records indicate that on March 4, 2024, the repair claim at issue was opened by the customer. The disputed claim at issue and the related customer complaints were reviewed by ********************** claims team. The claim at issue is being processed by Armisclaims team in accordance with Armis standard claim procedures and pursuant to the contractual requirements of the customers HSC. With that being said, Armis understands the customers frustrations, and an Armis representative will be emailing the customer directly to discuss a mutually agreeable resolution of the dispute. 

  Customer Answer

  Date: 04/09/2024

   
  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,
  
  **************************

  Customer Answer

  Date: 06/05/2024

  Dear BBB:
  
  I appreciate your answering my complaint against Armis LLC. As of yet I have not heard from them regarding  my refund of $74.98.  I called the office and received rude help which informed me to contact you (BBB) again for results.
  
  I would like for you to contact them for me again.
  
  Thanking you again,
  
  **************************
  *****************
  ********************
  

  
  

  Business Response

  Date: 06/12/2024

  AAS has sent your agreement via an electronic signature platform and has yet to hear back from you. Please contact ***************************************************** if you need further instructions

  Customer Answer

  Date: 06/20/2024

  as of yet I have received nothing from Armis LLC.  I even tried calling them.  I cannot understand why they cannnot send me my refund money.

  Business Response

  Date: 06/23/2024

   

  We have emailed your Settlement Agreement several times.  The Agreement is sent through Panda Docs and was sent as recent at 6/10/24.  The Agreement must be signed in order for us to send your refund. 

  Please check your inbox or your spam folder. We will also send the Agreement to you Monday 6/24/24. 

  Customer Relations

  Customer Answer

  Date: 06/24/2024

   
  Complaint: 21518298
  
  I am rejecting this response because:
  I do not know the type of response sent.  I paid per checking and I wish to receive my refund by mail.  

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

  Customer Answer

  Date: 08/07/2024

  Good morning ******,

   

  Thank you for your help in settling this account with ******************.  I finally got my $74.98 back from them. I know it wasn't a big amount, but as a senior citizen it means a lot to me.  Again I say thank you.

   

  Sincerely,

   

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