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:01/04/2024

  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.

  Armis is denying my claim on my oven. They claim the oven door is not a part or component of the oven. Not having an oven door affects the cooking function of the oven. Armis is not honoring the contract. I would like my stove replaced.

  Business Response

  Date: 01/09/2024

  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 independent sellers. In this instance, the customer purchased an HSC on March 22, 2022. Our records indicate that on December 27, 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. With that being said, Armis understands the customers frustrations, and an Armis representative will be contacting the customer directly to discuss a mutually agreeable resolution of the dispute. 

• Initial Complaint

  Date:12/22/2023

  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.

  On or About 12/12/23 I filed a claim in accordance with proper procedures listed on my contract for service on a failed recirculating pump, a component to my Heating System. I stated to the Administrator, ARMIS, LLC Agent that the heating zone area of thie recirculating pump that had failed is in my finished basement, and with the winter temperatures upn us, I was concerned about water pipes freezing in the basement area effected and asked for my requrest to be processed with a "time is of the essence" bases. The agent immediately gave me the name of a service provider, ***** ********** Services to contact. The Service provider properly and timely submitted the estimate to replace the defective pump, listing the make and model number of the pump, and the costs for parts and labor to replace. I percieved all was in order and I would soon receive authorization that the recirculating pump replacement costs would be covered. WRONG!! On 12/18, I received a call CLAIM DENIED because the boiler is rated at a higher BTU rate than the fixed ****** BTU size listed in the Contract. I spoke with Supervisor ****** on 12/19, and presented the fact that I was not seeking to replace or repair the boiler!!! That the recirculating pump is a stand alone equipment, and not part of the boiler, not connected electrically and controlled idependently of the boiler. He gave a verbal FINAL DETERMINATION, which I requested to receive in writting, to which I have not received. I sent an email on 12/20 with DEMAND FOR ARBITRATION in accordance with the DISPUTE provision within the Contract, along with a question about the process. NO REPLY FROM ARMIS, LLC.When I took out the Contract, my home size says 5001 - ****** Sq. Ft. Upon review of my coverage, I immediately called ARMIS seeking to speak to the underwriter - "my home is al most ****** sq ft and couldn't possibley be heated with a boiler of only 60K BTU. Coverage should be proportional to the house size underwriten.

  Business Response

  Date: 01/02/2024

  As noted on the first three pages of your Protection Plan, Armis is the administrator of your home service contract and has FULL authority over repair procedures, approvals, denials and payments.  We have contacted them to obtain information referenced in your complaint.

  Upon further review your claim was denied due to the *** rating on your boiler. The *** limitation on the contract is ****** ***'s. Your *** rating is 3******.  At the time of denial, you had  emailed in stating that the component that failed on the boiler was a circulatory pump and that the part shouldn't be categorized as **** as it is a pump.  The circulatory pump is a component of the boiler. You wouldn't have a circulatory pump if you did not have a boiler.  A circulatory pump is indeed a part of the boiler with the *** ratings of 3******. 

  Furthermore, your HomeSafe contract has nearly exceeded the limit of liability of the **** portion of the contract which is $3000.00.  The remaining coverage amount for your **** portion of your contract is $184.90. The attorney ********************* has noted in the claim on 12/21/2023 that he completed and sent a denial letter to you. We see you also disputed the home size stated in your contract. You state in your complaint that the home is almost ****** square ft and a furnace with ****** ***s would not be sufficient to properly heat your home. The initial claim that ypu had made was within 30 days of coverage taking effect where Armis paid $2000 to replace your refrigerator.  You then made what seemed to be a plumbing claim for a leaking water line under your bar sink.  This was later denied as you were attempting to make a claim for your sprinkler system that is not anywhere in the contract for coverage.  

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

  Client Relations. 

  Customer Answer

  Date: 01/08/2024

   
  Complaint: 21046398
  
  I am rejecting this response because:

  1) In your response to my complaint ID: ********, you state "At the time of denial, you had  emailed in stating that the component that failed on the boiler ...", which couldn't be further from the truth.See email corresponmdance attached!!!

  2) Water recirculating pumps are stand alone components and NOT part in a boiler. Furthermore, recirculating pumps can be installed on water systems within a home, having nothing to do with a boiler, i.e. Tankless Water Heaters. As mentioned previously, when I first was sold the HomeSafe Protection Plan and shortly thereafter, was mailed the Contract Agreement. I reviewed the Agreement and called Armis to not the record that the clause limiting Boiler extended warranty coverage was flawed in priciple, citing that the Declaration Page of the AGreement lists 3 catagories for home size, < - ***** sq ft, ***** - ***** sq ft, and ***** - ******; with the ***** - ****** home size "checked" for my home. I pointed out that Boiler size would be much greater than the ****** BTU limitation listed in the Agreement. I was told by the Armis representative at the time "what your saying makes sense.... and we understand that". ALTHOUGH MY CLAIN IS NOT A BOILER RELATED FAILURE, I'M POINTING THIS TO SHOW THE DISINGENUOUS INTENT OF THE COMPANY.

  3) You state "... your HomeSafe contract has nearly exceeded the limit of liability of the **** portion of the contract which is $3000.00.  The remaining coverage amount for your **** portion of your contract is $184.90." WRONG!!! On the Derclaration Page of the Agreement it states in CAPITAL LETTERS "Total 12 Month Aggregate Limit of Liability - $******.00". And directly underneath, "HOME SYSTEMS PLAN - 12 Month Aggregate Limit of Liability for EACH ************** Listred Below - $3,000,00". I point out to your attention that within your published list of 11 individual Home System Catagories, "Air Conditioning including Ductwork", "Water Heaters", and "Heating including Ductwork"; are 3 of the 11 Home Syatem Catagories LISTED SEPARATELY!!!!!

  4) You falsly write to BBB "We see you also disputed the home size stated in your contract." FALSE !!! No where does my e-mail make such a statement. 

  5) You then continue to go on about my initial claim being made where you paid out $2000 for a refridgerator. FALSE!!! It was a double oven that could not be repaired, and my claim was well within my Contact rights!!! Why you bring it up in the Complaint to BBB has NOTHING TO DO WITH THIS COMPAlINT. You then continue to state I opened a claim for a leaking facet on a Bar Sink. TRUE!!! I fixed the sink facet myself for less money than what would have been my deductable. And you further try to discredut me by suggesting the facet claim was denied, which it wasn't - the claim was abandon and closed. The matter of a broken sprinkle was an inquiry about coverage to which a claim was never filed. I FIND ALL OF THESE CONJURED UP STATEMENTS YOU HAVE MADE ARE OUTRIGHT LIES AND PURPOSLY DONE IN AN EFFORT TO DISCREDIT MY INTEGRITY AND RIGHT TO BE PAID FOR THE REPAIR OF MY RECIRCULATING PUMP.

  6) Let the record be noted that upon receiving a verbal denial on my claim for my RECIRCULATING PUMP, on December 20 I had made formal notifivcation to ARMIS of DEMAND FOR ARBITRATION in accordance with the DISPUTE provision within my Contract Agreement, and additionally requested information as to how the selection of Arbitrator is to be decided. I HAVE NOT RECEIVED ANY RESPONSE!!!

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

  Customer Answer

  Date: 01/08/2024

  What is BBB arbitration process?

   

  COPY OF REJECTION STATEMENT TO BUSINESS

  Complaint: 21046398
  
  I am rejecting this response because:
  1) In your response to my complaint ID: ********, you state "At the time of denial, you had  emailed in stating that the component that failed on the boiler ...", which couldn't be further from the truth.See email corresponmdance attached!!!
  2) Water recirculating pumps are stand alone components and NOT part in a boiler. Furthermore, recirculating pumps can be installed on water systems within a home, having nothing to do with a boiler, i.e. Tankless Water Heaters. As mentioned previously, when I first was sold the HomeSafe Protection Plan and shortly thereafter, was mailed the Contract Agreement. I reviewed the Agreement and called Armis to not the record that the clause limiting Boiler extended warranty coverage was flawed in priciple, citing that the Declaration Page of the AGreement lists 3 catagories for home size, < - ***** sq ft, ***** - ***** sq ft, and ***** - ******; with the ***** - ****** home size "checked" for my home. I pointed out that Boiler size would be much greater than the ****** BTU limitation listed in the Agreement. I was told by the Armis representative at the time "what your saying makes sense.... and we understand that". ALTHOUGH MY CLAIN IS NOT A BOILER RELATED FAILURE, I'M POINTING THIS TO SHOW THE DISINGENUOUS INTENT OF THE COMPANY.
  3) You state "... your HomeSafe contract has nearly exceeded the limit of liability of the **** portion of the contract which is $3000.00.  The remaining coverage amount for your **** portion of your contract is $184.90." WRONG!!! On the Derclaration Page of the Agreement it states in CAPITAL LETTERS "Total 12 Month Aggregate Limit of Liability - $******.00". And directly underneath, "HOME SYSTEMS PLAN - 12 Month Aggregate Limit of Liability for EACH ************** Listred Below - $3,000,00". I point out to your attention that within your published list of 11 individual Home System Catagories, "Air Conditioning including Ductwork", "Water Heaters", and "Heating including Ductwork"; are 3 of the 11 Home Syatem Catagories LISTED SEPARATELY!!!!!
  4) You falsly write to BBB "We see you also disputed the home size stated in your contract." FALSE !!! No where does my e-mail make such a statement. 
  5) You then continue to go on about my initial claim being made where you paid out $2000 for a refridgerator. FALSE!!! It was a double oven that could not be repaired, and my claim was well within my Contact rights!!! Why you bring it up in the Complaint to BBB has NOTHING TO DO WITH THIS COMPAlINT. You then continue to state I opened a claim for a leaking facet on a Bar Sink. TRUE!!! I fixed the sink facet myself for less money than what would have been my deductable. And you further try to discredut me by suggesting the facet claim was denied, which it wasn't - the claim was abandon and closed. The matter of a broken sprinkle was an inquiry about coverage to which a claim was never filed. I FIND ALL OF THESE CONJURED UP STATEMENTS YOU HAVE MADE ARE OUTRIGHT LIES AND PURPOSLY DONE IN AN EFFORT TO DISCREDIT MY INTEGRITY AND RIGHT TO BE PAID FOR THE REPAIR OF MY RECIRCULATING PUMP.
  6) Let the record be noted that upon receiving a verbal denial on my claim for my RECIRCULATING PUMP, on December 20 I had made formal notifivcation to ARMIS of DEMAND FOR ARBITRATION in accordance with the DISPUTE provision within my Contract Agreement, and additionally requested information as to how the selection of Arbitrator is to be decided. I HAVE NOT RECEIVED ANY RESPONSE!!!
  Sincerely,
  
  *****************************

   

  Business Response

  Date: 01/17/2024

  As noted in our previous response Armis has full authority over approvals, denials, repair procedures, and payments. 

  If you wish to dispute the decision made by Armis regarding your claim, please see section L of your attached contract. 

  Due to no refund being owed HomeSafe can do nothing further to assist you in this matter we consider this matter closed. 

  Client Relations. 

  Business Response

  Date: 01/30/2024

  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 December 27, 2022. Our records indicate that on December 13, 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. Armis understands the customers frustrations,and as of January 25, 2024, an Armis representative has communicated with the customer directly to discuss a mutually agreeable resolution of the dispute.

  Customer Answer

  Date: 02/06/2024

   
  Complaint: 21046398
  
  Although ARMIS, LLC has indeed stated its intensions to resolve this dispute with terms for a resolution to this dispute, I am awaiting to receive their draft of the Settlement Agreement for my review, which I have yet to receive.  Therefore, I am electing to keep the Complaint opened as this matter is not resolved. 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 02/23/2024

  Armis, LLC (Armis) incorporates its previous response(s) submitted to the BBB regarding this dispute.

  An Armis representative will be emailing the customer directly to discuss the issue(s) raised in the customers rejection of Armisresponse in order to reach a mutually agreeable resolution of the dispute.

  Customer Answer

  Date: 03/01/2024

   
  Complaint: 21046398
  
  I acknowledge that ARMIS, LLC ("Armis" has been in contact with me. Armis has yet to propose a reasonable resolution to resolve my complaint. I'll know within a matter of days whether Armis sincerely intends to do so or not. 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 03/12/2024

  Armis, LLC (Armis)incorporates its previous response(s) submitted to the BBB regarding this dispute.

  An Armis representative has emailed the customer directly to discuss the issue(s) raised in the customers rejection of Armisresponse in order to reach a mutually agreeable resolution of the dispute.

  Customer Answer

  Date: 03/19/2024

  We remain in communication with ARMIS. We wish for the Complaint to remain open for the time being. We anticipate an update can be provided within the next 10 days!!!!

  Customer Answer

  Date: 03/25/2024

  This correspondence is to provide formal notice that Complaint ID ******** has been resolved, and request that the Complaint be closed.

   

  Thank you,

  
  

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

• Initial Complaint

  Date:12/16/2023

  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 Company gave me instructions to follow and I did then they switched to another partner company who refuses to pay for my policy issue, stating I didn't follow protocol. They are in Violation of the Federal Trade Act and need to be held accounted for.

  Business Response

  Date: 12/19/2023

  Thank you for bringing this customers concerns to our attention and for the opportunity to respond.
  
  ********************, **** dba Armis ("Armis")administers repair claims brought under home service contracts (HSC) sold by independent sellers. In this instance, the customer purchased an HSC on July 31, 2023. Our records indicate that on November 29, 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. With that being said, Armis understands the customers frustrations, and an Armis representative will be contacting the customer directly to discuss a mutually agreeable resolution of the dispute.

• Initial Complaint

  Date:12/13/2023

  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 been dealing with armis for over a month now. My furnace went out and need to be replaced the technician came out and said it had a Crack in the heater and it will have to be replaced Ok the worker talked with armis and sent in everything they asked for to review. Well my furnace is a 100k unit and Armis said my contract only will pay for a 90k unit! I then ask if they can pay for the 90k and I can pay the difference they said no! Mind you I told them we are staying in a home with no heat, my family had all gotten sick because of the cold house We have little heaters but they only warm the house so much! I have asked to speak to several supervisors still no call back. I called home safe the company that I'm paying to see what they could do! Nothing I said I'm paying you a month and it seem like you all should do something. I had another license technician come out yesterday to look at the furnace He said that even though my furnace is 100k, it can be replaced with a 90k and there is no difference it will put out the same amount of heat. He also said that these home warranties are suppose to replace whatever you have in your home with the same appliance. The technician that came out said that is why he stop dealing with these home warranty company's because they will do everything in their power to keep from paying! All I want them to do is pay for my heater weather it be a 90k or 100k because we are freezing in my home I will file a lawsuit if something happens to any of us. Thank you for your help.

  Business Response

  Date: 12/18/2023

  Thank you for bringing this customers concerns to our attention and for the opportunity to respond.
  
  Armis administers repair claims brought under home service contracts (HSC) sold by independent sellers. In this instance, the customer purchased an HSC on March 2, 2023. Our records indicate that on November 2, 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. Armis understands the customers frustrations, and an Armis representative will be contacting the customer directly to discuss a mutually agreeable resolution of the dispute. 

  Customer Answer

  Date: 12/18/2023

   
  Complaint: 21001115
  
  I am rejecting this response because: they have given me a different size of the furnace when I talked to them on 12-15-23. They first told me that my contract called for a 90k now they are telling me it calls for a 60k and they won't  cover my furnace. They have told 2 different stories and all I want them to do is replace my furnace because I'm  68 years old and my home doesn't  have any heat. They can also refund all my money if they can't  help me. Thank you!!
  
  Sincerely,
  
  *******************

  Business Response

  Date: 12/21/2023

  Armis incorporates its previous response(s) submitted to the BBB regarding this dispute.

  An Armis representative will be contacting the customer directly to discuss the issue(s) raised in the customers rejection of Armis response in order to reach a mutually agreeable resolution of the dispute.

  Customer Answer

  Date: 12/21/2023

   
  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:12/05/2023

  Type:Sales and Advertising 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.

  Homesafe/Armis are the worst ever company to deal with. For the entire year and since I joined Homesafe (Armis) I had only one service call for a washing machine. It took over two months to close the ticket. Every time I call In told a review would take 24 to 48 hours, it actually takes anywhere between 7 to 14 days to actually do it. Every single promise was not kept, even when speaking with supervisors on two separate occasions who promised to follow up/investigate and call back. Obstacles were thrown in the way to get the customer to pay out of pocket even though the technician that was selected, had the highest ratings on thumbtack, the link was provided by Armis. Technician coming to my home on more than one occasion and spending hours himself trying to provide the answers, in a very specific way that were requested. We had to carry our laundry and get it washed outside while we waited, and waited for Armis over two months of the machine being broken down. Communication is the worst. After almost daily calls lots of hour on the phone, trying to get status and provide information or get direction for next steps, never was given the truth for any follow up and always been a struggle and a source of frustration. I had to figure out a way to get a washer working at home instead of taking the laundry outside, I ended up taking the estimated repair cost ($558) instead of the full amount to replace the washer with similar functionality and features as stated, in the contract. Armis should pay the entire cost of the replacement $991.2. They were dishonest, not dealing in good faith to provide timely feedback, and work with the service technician, and myself as the customer to provide timely answers, and resolution.

  Business Response

  Date: 12/08/2023

  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 independent sellers. In this instance, the customer purchased an HSC on January 31, 2023.
  
  Our records indicate that on September 25, 2023, the repair claim at issue was opened by the customer. The disputed claim at issue and the related customer complaints were reviewed by **************************** 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:11/22/2023

  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.

  Claim #SR114805 . We have a claim in for a combination oven/microwave. The oven door locked down and we're unable to unlock it to open oven door. I called an authorized ************** Venture Appliance who had a tech come out and try to free it but couldn't without damaging the door. I called Armis about that and they said any damage opening the door we would have to pay for so we stopped. All this time we're trying to find the model number. Fortunately, I found the owners manual and inside the book written down the model number and serial number. The tech said it would need a locking mechanism at the very least and maybe a control board. When he looked them up those parts are no longer available so it cant be fixed. Armis responds back that we need to get into the Oven door so it can be properly diagnosed. I'm like to what end. This is going to accomplish nothing. So I reached out to ***************** and gave them the exact model number in owners book. He said a locking mechanism at the very least needs to be replaced and he listed the part and it's no longer available so it can't be fixed. I sent that email to Armis on 11/21. I escalated to a Supervisor but no response. Armis refuses to listen to the facts from ************************ who do this work every day. You want the oven door open so this can properly be diagnosed. That would be step 2 in the process because step 1 is replacing locking mechanism and that part is no longer available. So if they can't fix the locking mechanism what is the point in them getting oven door open to diagnose why it locked down? The Bottom line is we have a 22 Year old Appliance that up till now worked. I had a ********************** come out and they have informed me at the very least it needs a new locking mechanism without needing to have the Oven door open to further diagnose the issue. That part and model number/serial number of oven is in the email. That part is no longer made so this unit CANT be fixed only replaced.

  Business Response

  Date: 11/27/2023

  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 independent sellers. In this instance, the customer purchased an HSC on January 16, 2023. Our records indicate that on November 6, 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. With that being said,Armis understands the customers frustrations, and an Armis representative will be contacting the customer directly to discuss a mutually agreeable resolution of the dispute.

  Customer Answer

  Date: 12/04/2023

  The Business did respond to me directly saying they wanted to resolve the dispute. But they only gave me partial details as to the settlement. I have been trying to reach them ever since to get all the details. They gave me till Dec.11 to accept their offer which is a joke because they are not laying out all the details and wont respond to me when I call them or send them direct email. So in my mind you closing out the complaint as answered plays right into their hands. This is a company who either finds reasons to deny claims or if they do settle it is for less than what we should be receiving. How can I agree to terms that are not fully laid out.?

  So how can I respond accept their offer when its not fully laid out and I can't really reject because by some miracle it might be something that works. So we have been on pause while I try to reach them but they dont want to respond. How can companies like this exist?

  Business Response

  Date: 12/18/2023

  Armis, LLC ("Armis")incorporates its previous response(s) submitted to the BBB regarding this dispute.

  An Armis representative will be contacting the customer directly to discuss the issue(s) raised in the customers rejection of Armis response in order to reach a mutually agreeable resolution of the dispute.

• Initial Complaint

  Date:11/21/2023

  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.

  If you look below I filled it out in the wrong section. Basically I am terminally ill it needs to have my ** and heat unit running correctly. They were refused to pay for full parts to be replaced. They only want to replace the ** compressor. When the two circuit boards are bad and the capacitor motor is overheating. If anything the compressor is okay and the other parts need to be replaced. Due to law though, you cannot replace just the compressor with the change in systems from r22 to the new style. Basically, the whole unit is malfunctioning and needs to be replaced. This includes both the ** and heat systems cuz they are both 25 years old you're not operating correctly. You can't do one without doing the other. They don't want to even contemplate paying me for the heat system had to put in. I need that money back too. That was $5,000. They are frustrated me over and over to where I want to cancel the claim and the adjuster keeps telling me; IF YOU WANT I CAN CANCEL THE CLAIM. THEN HE THREATENED ME! AND IT'S ON TAPE. HE'S DENYING IT NOW. HE ALSO TRY TO STATE THAT I POURED **ID DOWN ON THE CIRCUIT BOARDS TO MAKE THEM ETCH. With my physical heart condition / blood clotting / etc I have to maintain a clean safe atmosphere. They have stressed me out so bad that I had to scramble to find money to pay for the new unit. The ** company even gave me three to four thousand dollars off due to my critical illness. Sold the unit to me at cost. I can't deal with their inadequacies to understand what the ** company explain to him and what needs to be replaced. They keep twisting everything around to get out of the claim. Also, you can see that the condenser needs replacing and as soon as you do that you have to replace the whole system! That's why they aren't bringing up that the condenser needs replacing. Once they do that they are screwed. It needs replacing as you can see.

  Business Response

  Date: 11/22/2023

  Thank you for bringing this customers concerns to our attention and for the opportunity to respond.
  
  Axxis Auto Shield, LLC dba Armis ("Armis")administers repair claims brought under home service contracts (HSC) sold by independent sellers. In this instance, the customer purchased an HSC on June 27, 2023. Our records indicate that on August 25, 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. With that being said, Armis understands the customers frustrations, and an Armis representative will be contacting the customer directly to discuss a mutually agreeable resolution of the dispute.

  Customer Answer

  Date: 11/22/2023

   
  Complaint: 20902591
  
  I am rejecting this response because:   There is documentation that items need to be replaced and

  are being ignored by Armis Homes. It shows the two circuit boards are burnt and pitted.  Therefore,

  they need to be replaced.  These parts are needed along with the condenser/motor.  Refer to the

  pictures sent and repair invoice paid in the middle where it states the problems.

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

  Business Response

  Date: 12/04/2023

  Armis, LLC ("Armis")incorporates its previous response(s) submitted to the BBB regarding this dispute.
  The new information raised in the customers rejection was reviewed by Armis and determined to be insufficient to change Armis previous claim determination and decision. There is nothing further Armis can offer at this time.
  The offer of resolution previously provided to the customer by ********************** remains available for the customer to accept. The customer may accept or otherwise respond to the offer by emailing the **************** at ***************************************************** or by responding to the BBB.

  Customer Answer

  Date: 12/05/2023

   
  Complaint: 20902591
  
  I am rejecting this response because:  

  The attached invoice shows in the **** quarter of the invoice, you will see the diagnosis of the first part of the system. It states in there that both boards are burnt and pitted it AND NEED TO BE REPLACED. It's pretty simple, all they got to do is read the diagnosis and pay what's due. So to make the claim whole I need to be reimbursed for the two boards that are burnt and pitted. 
  
  Sincerely,
  
  *******************

  Customer Answer

  Date: 12/07/2023

  Hello,

  When I talk to them early this morning, they told me they needed to replace the compressor. This cost is $3,900 and they're authorizing $700. If they replaced the compressor, they must replace the whole system. That's state law, refrigerant 22 is illegal. They can't find a compressor and they won't find anybody to put it on. They're blaming me for getting it replaced before getting anything approved. Like I've always said my health couldn't wait two months for their decision. Can you go with no AC or heat for 2 months? Basically, they're blaming me for getting rid of the unit before they come to their decision! I had no choice. ******* procrastinated for over a month. So, I made a decision that was necessary for me to make. They're asking me for parts from the old machine. What? The main thing is they agreed to replace the compressor but they're not going to find anybody to put one on. Thanks ****

• Initial Complaint

  Date:11/17/2023

  Type:Product 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 supposed to get a payment reimbursement check sent to me, but it never came to me. Three checka was supposedly sent to me. One in September one in October and the other was mailed yesterday. This project was done in Aug time frame of 2023 and on 17 - 22 Aug email traffic was back and forth about what was needed to get done for reimbursement. I have yet to receive my funds. I would like my money directly deposited.

  Business Response

  Date: 11/22/2023

  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 independent sellers. In this instance, the customer purchased an HSC on July 1, 2020. Our records indicate that on August 15, 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. As of the writing of this response, *** and the customer have reached a mutually agreeable resolution of disputes. The customer has advised that the check was received on November 21,2023. Therefore, *** considers the complaint resolved at this time.

• Initial Complaint

  Date:11/15/2023

  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 a home warranty contract with Armis/Home Safe. It says that if an item cant be fixed they will replace it. Their contact info is: **************************************************************************; **************; *********************************************** The contract number is HWF3938706. The claim number is SR111888.On 10/25/23 my washer stopped working and Armis opened a claim. A technician diagnosed the problem as a faulty control board but it was no longer made. On 10/28/23 the contractor (Appliance Wizard) sent in the washer model number, serial number and control board part number. On 10/30/23 I called Armis to follow up and they said they would respond within 24 to 48 hours. On about 11/2/23 I called and they said it had not been assigned to an adjuster. I have called nearly every week day since and been told variations of we are trying to verify the parts non-availability; it is waiting for an adjuster to be assigned; the adjuster will get back to you in 24 to 48 hours; and so on.In addition, my wife and I have serious health problems and going to the landromat is arduous and expensive ($20/trip). I have mentioned this fact every time Ive called. Today I sent an email to Armis rehashing the above and have not heard back. You should also be aware Ive contacted both the state department of consumer affairs and my credit card company.

  Business Response

  Date: 11/20/2023

  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 independent sellers. In this instance, the customer purchased an HSC on November 13, 2021. Our records indicate that on October 25, 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. Armis understands the customers frustrations, and as of November 16, 2023, an Armis representative has emailed the customer directly to discuss a mutually agreeable resolution of the dispute.

  Customer Answer

  Date: 11/20/2023

   
  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:11/15/2023

  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 a policy with Homesafe. I called them on August first to change my address.. while on vacation in the middle of August my A/S went out. My brother-in-law who was working at my house called someone to come fix it. I got home the day before they were sending a technician which was a Sunday. I called Homesafe and on their recorded message it said if it was A/C to call someone and call the office when they opened on the Monday. I did this and met the technician at the house I explained I had Armis insurance through Homesafe but they said the work had to be paid up front and then a claim submitted. I paid ******* and then got in touch with Homesafe . They informed me the policy was still in my old address but did manage to find that I had in fact called to change it. They agreed to back date the change and assured me everything was taken care of. They transferred me to Armis. From day one Armis has donenothing but ask for all sorts of paperwork (I have include it with this ) I finally was told they would not deal with it until I had the seriel number for the old part and the new part from the A/C company. I explained they did not have it any more and I could not possibly obtain it. The girl on the phone was very rude and just kept repeating I needed to get this number. I have been fighting this long enough and would really appreciate your help. I feel that I have done my best and will still be out $5000. I have a business of my own and would never treat a customer in this way. Why would this company advertise about insuring your home but when it comes down to it my premiums are worthless .Please help me.

  Business Response

  Date: 11/20/2023

  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 independent sellers. Our records indicate that on August 23, 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. With that being said, Armis understands the customers frustrations, and an Armis representative will be contacting the customer directly to discuss a mutually agreeable resolution of the dispute.

  Customer Answer

  Date: 12/07/2023

  I was insulted that Armis would even suggest such a settlement.  I have paid my payments every month in good faith and expected them to fulfill their promise. I had an email from you saying that someone from Armis was going to get in touch but no one has.  I am not satisfied and am not willing to accept such a ludicrous offer. Pleas reopen my complaint and let them know .

  Thank you

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

  Business Response

  Date: 12/11/2023

  Armis, LLC ("Armis")incorporates its previous response(s) submitted to the BBB regarding this dispute.

  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. A revised offer of resolution has been provided to the customer by **********************. The customer may accept or otherwise respond to the offer by emailing the **************** at ***************************************************** or by responding to the BBB.

  Customer Answer

  Date: 12/20/2023

  I am waiting for a letter from the A/C company to explain why I cannot get the part numbers they need.  Should have it any time now