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:08/07/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Air conditioner unit went out 7/14 I have a home warranty from Armis LLC ************ and they are not responding. I've put in the claim 3 weeks ago and I've been calling them for 3 weeks and today 8/7 they said they just noticed I sent in pictures of the air conditioner until and a estimate from Bell Air Heating and Cooling today. They told me for the last 3 weeks the documents were upload now today they were supposedly uploaded again to my claim. I've been living in a house that is ******* degrees for three weeks here in ********* and this company isn't assisting like they should.

  Business Response

  Date: 08/14/2023

  Thank you for bringing this customers concerns to our attention and for the opportunity to respond.
  
  Armis ("Armis")administers repair claims brought under home service contracts (HSC) sold by independent sellers.
  
  Our records indicate that on July 13, 2023, the repair claim at issue was opened by the customers chosen service provider (SP). The disputed claim at issue and the related customer complaints were reviewed by the ********************** claims team. The claim at issue was determined correctly based on all available information and verifying documentation and pursuant to the terms and exclusions of the customers HSC. There is nothing further Armis can offer at this time.

• Initial Complaint

  Date:08/02/2023

  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 am deeply disappointed and frustrated with this company's fraudulent practices. Despite following all necessary protocols and submitting all required paperwork, including a detailed diagnosis of my refrigerator issue from a technician referred by Armis, along with receipts and proof of delivery for the new refrigerator I purchased, they have completely disregarded my legitimate claim for reimbursement. The compressor repair cost was estimated at $1,200, leading me to purchase a new refrigerator instead.I have made numerous attempts over the past couple of weeks to contact Armis and resolve this matter, but to my dismay, they have not responded. Despite promises that a supervisor would return my call, I have encountered unhelpful employees who deny Armis responsibility to cover the expenses. However, one ethical employee acknowledged the technician's email in their documents, clearly stating the need for a compressor replacement. Despite this evidence, Armis insists the compressor does not need replacement and has arbitrarily decided to reimburse me for a cheaper part without explanation. Armis sent me a check in the amount of $250 which is well below the $950 an employee discuss would be the claim settlement amount two weeks prior.This ongoing ordeal has left me frustrated. I filed an appeal through their online portal 2-weeks ago in an attempt to seek resolution. Unfortunately, my appeal has been ignored by the company and no one within the company has bothered to respond to this appeal.I implore Armis to address this issue promptly. It is essential for them to thoroughly review the evidence I have provided and rectify the situation by providing the correct reimbursement without further delay. I expect a prompt response from Armis to resolve this matter given that this claim was filed over six-weeks ago and is still not resolved.The Armis claim number is H538646.

  Business Response

  Date: 08/09/2023

  Thank you for bringing this customers concerns to our attention and for the opportunity to respond.
  
  As an initial matter, Armis, LLC (Armis) does not sell contracts. Sales of home service contracts (***) are handled by independent sellers and Armis serves only to administer the repair claims. In this instance, the customer purchased a month-to-month *** from the Seller, a separate entity, on February 26, 2021. The *** has clearly stated coverage,benefits, and exclusions.
  
  Our records indicate that Claim No.: H538646 (the Claim) was opened by the customer on June 26, 2023, when the customer contacted ********************** and stated that their refrigerator was malfunctioning. Armis recommended an independent service provider (the *** to the customer to diagnose the issues and perform the repairs. On July 7, 2023, Armis received an estimate for the cost of repairs to the refrigerator which stated that the cause of failure was a blockage in the compressor line. On July 17, 2023, the ** stated that the customer did not wish to move forward with the repair, and Armis offered to reimburse the customer for the cost of diagnosing the failure as well as the cost of the parts and labor to clear the blockage from the compressor line. Armis sent this reimbursement via check to the customer on July 24, 2023. On July 25, 2023, the customer stated she was unhappy with the amount of the reimbursement she received.
  
  Upon receipt of the customers complaint, ArmisHome Claims Supervisor (HCS) reviewed the claim and the associated documents.Armis wishes to resolve this matter and offers to make a further reimbursement payment to the customer towards the cost of repairs to the refrigerator. This offer must be accepted within fourteen days of the filing of this response or the offer will be null and void.  The customer should respond to this offer by writing the **************** at ***************************************************** or by responding to the BBB.
  
  We trust the foregoing adequately addresses the issues raised in the complaint. Please do not hesitate to contact our legal department at ***************************************************** if you have questions.

  Customer Answer

  Date: 08/09/2023

  Dear BBB,
  
  Thank you for affording me the opportunity to address this matter. *************** to Armis' by highlighting inaccuracies in their account of the events.  Accordingly, you will find the necessary documentation attached to support my claims.
  
  Given the documentation and narrative I have outlined below, the only amount that I am willing to accept to resolve this issue is an additional check for $792 which would be the maximum amount remaining that I would be entitled to for reimbursement given the stipulations outlined in the service agreement and factoring previous reimbursements for refrigerator repairs earlier this year totally $953.  This would also include the current amount of $255 which is that dispute.  I have not cashed this $255 check sent by Armis and will not until this issue is resolved.  Ive reached out to Sunrise Repair, LLC and they will be forwarding me a copy of the email sent to Armis in July reiterating that the refrigerator compressor failed and requires replacement.
  
  Im not willing to accept an offer for an additional undefined amount for reimbursement given this companys track record with complaints as well as my own experience with Armis deceptive practices.
  
  Armis Response: On July 7, 2023, Armis received an estimate for the repair costs of the refrigerator, which indicated that a blockage in the compressor line caused the failure.
  
  RNice Reponses: On June 27th, I forwarded both the diagnosis and the estimated repair costs. The diagnosis from Sunrise Repair, LLC clearly indicated that the refrigerators compressor requires replacement and there could be additional repairs required as there was a possible blockage in the line.  This important detail is noticeably omitted from Armis response to this BBB complaint. 

  Despite the company's policy of responding to all claims within 72-hours, I had to make repeated inquiries for updates on the claim's status. During the week of July 10th, I spoke with an Armis representative who acknowledged receipt of the claim. Following our conversation, I was asked to provide a copy of the purchase receipt for the new refrigerator. Given that Armis had previously paid claims totaling $953 for refrigerator repairs, it was not wise to proceed with another $1,200 repair in lieu of purchasing a new refrigerator.  Later in the same week, I reached out again for the status of the reimbursement and spoke with a representative who mentioned that Armis was waiting for clarification from the Sunrise Repair technician regarding the necessary repairs. This puzzled me, as Armis' reimbursement policy mandates the submission of photographs for all identified failed parts during diagnosis. The only failed part diagnosed was that of the refrigerator compressor, which was the sole photograph submitted with the claim.
  
  Please refer to the attached emails sent to Armis on June 27th and July 13th.
  
  Armis Response: On July 17, 2023, the ** stated that the customer did not wish to proceed with the repair. As a result, Armis offered to reimburse the customer for diagnosing the failure and for clearing the blockage from the compressor line, including the cost of parts and labor.
  
  RNice Response: In the earlier part of the week of July 17th, a representative identifying as a claim adjuster contacted me and stated the estimated reimbursement for the claim was approximately $950 which included my cost for the diagnosis.  Armis had previously reimbursed me $952 for prior issues with the refrigerator early in the year.  According to my service contract, I am eligible for up to $2,000 in reimbursement for appliance repairs or replacement. Though I expected to be reimbursed roughly $1,048, I was content with the $950 figure. The representative mentioned needing to consult with a supervisor and stated she would be calling back later to obtain my banking information to process the reimbursement.
  
  On July 17th, a different representative called me, requesting my banking information and stating a reimbursement of approximately $255 was approved. I was shocked by this new amount and inquired several times about this figure, considering my earlier conversation with another Armis representative who estimated a reimbursement of roughly $950. This new representative referred to additional parts that the technician labeled as "potential" repairs that "could" be needed for the refrigerator to function. I questioned Armis' decision to dismiss the clear diagnosis indicating the need for a new compressor part and replacement, opting instead to reimburse for "potential" issues that contributed to the refrigerator malfunctioning. I also asked how the amounts for these parts were determined, as the $255 reimbursement included the $120 diagnosis fee, and the cost of parts and labor far exceeded this figure. The representative was unable to offer any definitive answers, prompting my request to speak to a supervisor.
  
  A few days later, a "floor lead" reached out to me. Reiterating my request for a supervisor, I was told that the floor lead would "handle this issue" as they were the only available personnel. This call proved unproductive, as the floor lead couldn't explain Armis' rationale for the $255 reimbursement. I inquired about the appeal process and was directed to do so through Armis' website. I submitted an appeal the following day.
  
  During the week of July 24th, I called Armis again to check on the appeal's status, as I hadn't received any response or confirmation of receipt. I spoke with a representative I consider highly ethical. She shared surprising information Armis had received clarifications via email from Sunrise Repair several weeks ago which reiterated that in addition to replacing the refrigerator compressor, other parts might also need replacement to ensure proper functionality.
  
  Given this experience, I am deeply concerned about the company's ethical practices. The email sent to Armis by Sunrise Repair, LLC that reiterated that the compressor required replacement was disregarded and not disclosed during my multiple conversations and efforts to obtain reimbursement.  Instead, efforts to bait and switch by offering to pay for parts and repairs that were not diagnosed, was Armis preferred rinse and repeat strategy to resolve this claim.
  
  In conclusion, I want to note that prior to this experience, I have successfully processed three prior claims earlier this year via Armis for appliances requiring repairs. Those experiences were seamless, timely, and marked by impeccable customer service. I've observed a recent influx of complaints, which could indicate a change in the company's management, as these complaints share a common theme. If this issue remains unresolved through this process, I hope the company can regain its previous standard of customer service, so other consumers are not severely impacted with bogus denials of legitimate claims.
  
  Respectfully,
  
  
  ******* Nice

  
  

  Customer Answer

  Date: 08/09/2023

   
  Complaint: 20410560
  
  I am rejecting this response because:  Critical information was omitted from the company's response and I will not agree to resolve this by accepting an "undetermined" amount for additional reimbursement.  The total additional reimbursement that I am entitled to receive in order to resolve this complaint, given the stipulations in my service agreement and factoring in previous pay out for claims for this refrigerator, is $792.  This amount does not includes the $255 that was sent by Armis in dispute. 

  My apologies if I did not respond correctly in this portal, but I did submit a detailed response to Armis' response to my complaint, which should be read along with this reply.

  
  Sincerely,
  
  R Nice

  Business Response

  Date: 08/23/2023

  Armis, LLC ("Armis") incorporates its previous response(s) submitted to the BBB regarding this dispute. As of the writing of this response, Armis and the customer have reached a mutually agreeable resolution of disputes. Therefore, Armis considers the complaint resolved at this time. 

  Customer Answer

  Date: 08/25/2023

   
  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,
  
  R Nice

• Initial Complaint

  Date:07/31/2023

  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 paid monthly for service with this company and not receive it. They have lied about everything. I filed a claim for my hot water heater and have not gotten the service, only to get excuses.

  Business Response

  Date: 08/04/2023

  Thank you for bringing this customers concerns to our attention and for the opportunity to respond.
  
  
  As an initial matter, Armis, LLC ("Armis")does not sell contracts, insurance, extended warranties, or warranties. Sales of home service contracts ("***s") are handled by independent sellers, and Armis serves only to administer the repair claims. In this instance, the customer purchased a month-to-month *** on February 17, 2022. A copy of the customer's *** was provided to the customer shortly after purchase.The sales call and the first page of the text encourage all *** holders to read their contract. The *** has clearly stated coverage, benefits, and exclusions.
  
  
  Our records indicate that on July 13, 2023, the customer called ********************** and reported the water heater was leaking. Armis informed the customer to have her chosen service contractor (the *** diagnose the issue(s) and provide us with their estimate of repairs along with picture(s) of the leak for verification, per the terms of the ***. When the requested items were not received, on July 26, 2023, Armis again emailed the customer and requested the same. On July 28, the ** contacted Armis and reported that a rusted jacket on the water heater was the cause of the leak. The *** excluded repairs resulted from rust, per Section A.1.b. As such, Armis could not move forward with the repair request and denied the claim.
  
  
  Upon receiving the customers complaint, Armis Claims Adjuster II, reviewed the claim. It was determined that the claim was adjudicated correctly per the express terms and exclusions of the V**. With that being said, Armis understands the customers frustrations, and Armis wishes to resolve this dispute. Please have the customer contact our legal department directly at ***************************************************** to discuss a mutually agreeable resolution.
  .

• Initial Complaint

  Date:07/27/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  July 27, 2023 Denial of AC Warranty Claim # H540537 ** Light replacement Adjuster stated the ** lights are cosmetic and are not covered by contract.

  Business Response

  Date: 08/02/2023

  Thank you for bringing this customers concerns to our attention and for the opportunity to respond.
  
  
  As an initial matter, Armis, LLC (Armis) does not sell contracts, insurance, extended warranties, or warranties. Sales of home service contracts ("***s") are handled by independent sellers, and Armis serves only to administer the repair claims. In this instance, the customer purchased a month-to-month *** on July 19, 2021. A copy of the customer's *** was provided to the customer shortly after purchase. The sales call and the first page of the text encourage all *** holders to read their contract. The *** has clearly stated coverage, benefits, and exclusions.
  
  
  Our records indicate that on July 12, 2023, the customer called ********************** and reported that his air conditioning (the A/C) system was displaying a check the light message. Armis advised the customer to have his chosen service contractor (the *** diagnose the issue and provide Armis with an estimate of repairs, per the terms of the ***. On July 25, 2023, Armis received the SCs estimate of repairs, which stated, install germicidal ** lights. Clean glass from the evaporator coil. The ** light(s) were an add-on to the system and not part of the originally manufactured unit. As such, the ** light(s) was a part not listed for coverage. Therefore, Armis could not move forward with the repair request and denied the claim.
  
  Upon receiving the customers complaint, ArmisAssistant Manager of Home Claims reviewed the claim. It was determined that the claim was adjudicated per the terms and exclusions of the ***. The ** light system was not a part not listed for coverage, and thus, excluded under the customers ***. Armis correctly determined the claim and stands on its claim determination.  
  
  With that being said, Armis understands the customers frustrations and wishes to resolve this dispute with the customer.Please have the customer contact our legal department at ***************************************************** to further discuss Armis offer of resolution.

  Customer Answer

  Date: 08/03/2023

   
  Complaint: 20384929
  
  I am rejecting this response because:
  The UV lights were on AC originally purchased. The contract does not state what Armis state.
  Sincerely,
  
  *****************

  Business Response

  Date: 08/14/2023

  Thank you for bringing this customers concerns to our attention and for the opportunity to respond.
  
  Unfortunately, the customer does not provide any new information that would change the determination of the claim. As stated in our previous response, the customers claim was adjudicated correctly per the clear and exact terms of the ****
  
  Per the model number for the customers equipment, it does not require or come with UV lights to work.  The system works with or without the lights as the lights are an added on accessory.  The contract covers centrally ducted air conditioning equipment, it does not cover light accessories.  If there was an issue with the wiring that powered them that would be under electrical. Therefore, Armis will continue to uphold the adjudication and there is nothing further Armis can offer at this time.
  

  We trust the foregoing adequately addresses the issues raised in the customers complaint. Please do not hesitate to contact our legal department at ***************************************************** if you have any questions. 

• Initial Complaint

  Date:07/19/2023

  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 signed up for coverage in January 2023. On 7-17-2023 we had a power surge and AC unit would not start back up. I tried to call it was a Sunday and of course no customer service. I was given option to file claim online which I did. Of course no follow up on this. Next day I called but luckily my husband reset the breaker and AC had started working again. By evening it had stopped. I was told to secure my own technician as long as they were licensed. I asked the Armis representative precisely what steps I needed to take. She said to send the diagnosis and reason for failure as well as itemized quote, as well as pictures. I sent all that while technician was there. I also called back to see if anything else was needed and was told no that a determination would be made in 24 hours. I asked about pre-authorization which contract states is needed and was told they dont do that, I would be reviewed in 24 hours. 24 hours go by with no call, so I called next day and told ***** hours. She also was missing parts of my claim. I had sent everything in the same email so how did some things go missing? Please note I am in south ********* with temperatures 95+ degrees and with 4 kids at home. This company has no consideration for their customers. Its a money grab. After looking at all these other complaints, Ill be looking into a class action lawsuit. Its dangerous and irresponsible to make people wait for service and repairs when thats what we are paying up front to do. Every representative I talked to told me something different. They play games with you so they can find a reason to deny your claim.

  Business Response

  Date: 07/26/2023

  Thank you for bringing this customers concerns to our attention and for the opportunity to respond.
  
  As an initial matter, Armis, LLC (Armis) does not sell contracts. Sales of home service contracts (***) are handled by independent Sellers and Armis serves only to administer the repair claims. In this instance, the customer purchased a month-to-month *** from the Seller, a separate entity, on January 27, 2023. The *** has clearly stated coverage,benefits, and exclusions. Customers have 30 days from the issuance of the ***,to review their contract and ask any questions and decide if it will meet their anticipated home repair needs. Customers who decide the contract is not right for them may be eligible for a full refund if no services were provided.Customers who choose to keep the *** are bound by its terms, as is Armis.
  
  Upon receipt of this complaint, an Armis Team Lead (the Specialist) reviewed the customers *** history and Claim No.:H541161 (the Claim) and determined that the Claim had been adjudicated correctly, per the terms and exclusions of the ***. Due to the customer having stated that her appliance, the *** failed after a surge occurred, the Claim was denied per Section H.4.b of the ***. Therefore, Armis will continue to uphold the Claims denial.
  
  With that stated, Armis is willing to resolve this dispute amicably and offers to instruct the Seller of the *** to cancel the *** and partially refund the customer three (3) months of payments made for the ***. This offer must be accepted within fourteen (14) days of the filing of this response, or the offer will be null and void. The customer should accept this offer by writing the **************** at ***************************************************** or by responding to the BBB. The customer will be asked to execute and deliver a separation agreement and release before the Seller processes the cancellation of *** and refund payments made.
  
  We trust the foregoing adequately addresses the issues raised in the complaint. Please do not hesitate to contact our legal department at ***************************************************** if you have questions.

  Customer Answer

  Date: 07/26/2023

   
  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. I HAVE ALREADY CANCELLED THE CONTRACT BEFORE MY NEXT BILLING CYCLE. But yes I will accept 3 Month repayment of premium ($59 x3). How will I expect to receive this repayment? 

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

• Initial Complaint

  Date:07/18/2023

  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.

  6/21/23 Our water wasnt getting hot. I saw pilot wasnt on & it wouldnt light.I called Armis-they were closed. Claim #H538255 6/22/23 I talked to nice lady in C/S & made a claim. She said they cover heaters up to 12yrs if manufacture date. She confirmed it was 10yrs & told me call licensed *********** needed to email repair or replacement estimate w/reason why it failed.6/23/23 **** Quality *************** Plumber said Inner tank leaking & heater needed to be replaced. It was on estimated/cost (permit, deliv, removal, new heater, piping, labor). I emailed it. I called Armis later & talked to ************** ***** She said Inner tank leaking wasnt enough to approve claim. ******* explained to her the age of tank & hard water created leak. She asked for pic of inner tank. I emailed pic of inner tank & outer shell w/front panel showing outer shell, insulation, inner shell AND inner tank-rust free. 6/26/23 Talked to ******* again in Claim. She pics & show rust on *********** dont cover rust. I advised rust not why tank had to be replaced. She said will talk to a 2nd opinion & call back.6/27/23 *************** called. He said he use to be a plumber. He understood rust wasnt cause of replacement & wanted more pics of inner/outside, top & bottom of tank. I told him Id get ************* 6/28/23 I emailed 13 pics ATTN to **** in morning.6/28/23 Called ********** & talked to a lady. I asked for ****, she said I had to talk to her. I explained *************** said claim denied due to rust. I told her **** said to send more pics. She said she saw rust in pics & no they wont pay. I told her that is on outside panel/between shells-not inner tank. She said not paying. I asked for a manager. She said shed have one call me 24-48hrs. 6/29/23 Manager called & said denying claim. I said they can send someone to look at ******** offered to cut tank in 1/2 to see no rust on/in inner tank. He said no & claim denied. I requested email ************** name-NO email sent.

  Business Response

  Date: 07/24/2023

  Thank you for bringing this customers concerns to our attention and for the opportunity to respond.
  
  This customer purchased a ************ Contract (the ****** on October 6, 2021. The customer was provided a copy of the *** shortly after purchase. All *** holders are encouraged to read their contract. The *** has clearly stated coverage, benefits, and exclusions.
  
  On June 22, 2023, the customer called ********************** to report that her water heater had stopped working and was advised to have a service provider (**) of her choice provide Armis with a diagnosis and estimate of the needed repairs in order to properly determine *** coverage.  On June 26, 2023, the customer called again to verify ********************** had received the requested info.  Armis advised the customer at that time the only information it had received was an estimate for the replacement of the water heater, but not an estimate for the repair listing the cause of failure (***), including the labor costs.  The customer was also advised that ********************** would need photos of the leak she had described.
  
  On June 26, 2023, the ** diagnosed that the *** is due to the age of the water heater and the hard water from the city, and there was no way to repair the unit, so thats why they did not provide a repair estimate.  The photos submitted showed heavy amounts of rust, indicating this unit has been leaking for quite some time. The tank was allegedly leaking internally, but the images revealed there is rust at the access panel, indicating a leak caused the pilot light to go out.  Additionally, at the bottom of the tank, rust on the leg stands showed the unit has most likely been in standing water.  Rust is specifically excluded from coverage, per the terms of the ***, so this repair claim was correctly denied.
  
  Armis, in an effort to amicably resolve this matter, offers to refund to the customer all payments made for the ***, minus the previously paid claims.  If the customer wishes to accept this settlement offer, she should notify the BBB, or she can contact Armis directly at ****************************************************** The customer should respond to the offer within fourteen days from the date of this response,otherwise the offer will be withdrawn, null and void. There is nothing further Armis can offer at this time. 
  
  We trust the foregoing adequately addresses the issues raised in the complaint. Please do not hesitate to contact our legal department at ***************************************************** if you have questions.

  Customer Answer

  Date: 07/26/2023

   
  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.
  

  I would like it noted that the heater never stood in standing water cuz the drain hole is right next to it. That area has never flooded in the last 4yrs Ive lived in house.

  Thank you BBB for your help & Armis, LLC for resolving this situation amicably.
  
  Sincerely,
  
  *************

• Initial Complaint

  Date:07/13/2023

  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.

  This is a service company. I pay them $58 a month for warranty services. Air-conditioning is part of the contract. The air conditioning in our unit failed at the end of May in 100 heat. I had to immediately pay for the repair; the repair estimate was denied they claimed due to a ***** unit that sits on the roof of an oceanfront condominium - of course there will be rust -and it had nothing to do with the failed components.Approximately one month later, The blower motor failed, which is contained inside the condo and it was only a three year old motor. The claim was denied because they said the other stated repair was not fixed, which is both ridiculous, and also substantiated with the contractor. As others have stated on this website, Armis simply does not pay their claims and *** lost track of the hours spent on the telephone with over a dozen representatives who claim they can help me and then always mysteriously drop the ball.This is an abbreviated version of their misdeeds, but they have no intention of making good on what they are in business for. Every time they send me to find documentation or whatever it is they require in the moment, when I produce it, they move the needle and say, Gee, we cant help you; we need something else now!After producing every bit of information and documentation they have asked for, and this has been a six-week long goose chase, it is obvious they are just plain not going to pay me, and this is dishonest. Armis veiled intentions of not making good on their claims are nothing but criminal. This company needs to be stopped and at the very least, investigated.

  Business Response

  Date: 07/19/2023

  Thank you for bringing this customers concerns to our attention and for the opportunity to respond.
  
  As an initial matter, Armis, LLC (Armis) does not sell contracts. Sales of home service contracts (***) are handled by independent sellers and Armis serves only to administer the repair claims. In this instance, the customer purchased a month-to-month *** from the Seller, a separate entity, on October 14, 2021. The *** has clearly stated coverage,benefits, and exclusions.
  
  Our records indicate that Claim No.: H535255 (the 1st Claim) was opened by the customer on May 23, 2023, when the customer contacted ********************** and stated that their air conditioner was malfunctioning. Armis provided the customer with a recommendation for an independent service provider (the **** On May 26, 2023, the customer submitted an estimate for the cost of repairs that did not include a diagnosis, a verifiable cause of failure, or the model and serial number of the failed unit.AAS requested that the customer submit this information in order for the claim to move forward. On May 31, 2023, the customer submitted pictures of the air conditioner that showed evidence of excessive rust and corrosion. Section A.3.b of the *** excludes from coverage malfunctions caused by Rust, corrosion, or sediment, unless specifically covered (e.g., properly maintained water heaters.)The same day, Armis informed the customer that the repairs were not eligible for coverage pursuant to the terms of the *** because the cause of failure was rust and corrosion.
  
  Subsequently, Claim No.: H539058 (the 2nd Claim) was opened by the customer on June 29, 2023, when the customer contacted ********************** and stated that the inside **** unit of their air conditioner was malfunctioning. The customer hired an independent service provider (the *** of their choice. Armis requested that the customer submit an itemized estimate for the cost of repairs including a diagnosis and verifiable cause of failure. On July 6, 2023, the customer submitted an estimate that did not include a verifiable cause of failure, and Armis requested that the customer provide a verifiable cause of failure in order for the claim to move forward.On July 8, 2023, the customer stated that the unit had already been repaired. The bottom of each page of the *** states no claims will be paid without prior authorization. At this point Armis had no contractual obligation to cover the repair of the **** unit because the customer had the repair performed without ********************** review and authorization. However, Armis requested that the customer submit an invoice for the completed repair as well as a verifiable cause of failure so that Armis could review the matter for potential reimbursement. On July 11, 2023, the customer submitted an invoice for the repairs to the inside **** unit. On July 13, 2023, Armis requested that the customer submit paid invoices confirming that the necessary repairs from the failure reported in claim H535255, the 1st Claim, had been completed. The customer submitted two invoices for prior repairs the same day, but those invoices did not include a replacement of the air conditioners filter dryer. On July 13,2023, the customer stated they had not replaced the units filter dryer despite the fact that it needed to be replaced to correct the initial failure that occurred in the 1st Claim. Armis determined that the malfunctioning filter dryer had caused the failure of the **** unit. Section A.3.c of the *** excludes from coverage malfunctions caused by improper installations, repairs,or modifications. By failing to replace the filter dryer after the failure reported in the 1st Claim, the customer disqualified the 2nd Claim from coverage pursuant to the terms of the ***. The same day, Armis informed the customer that the 2nd Claim was denied.
  
  
  Upon receipt of the customers complaint, ArmisHome Claims Supervisor (HCS) reviewed the claim and the associated documents.In the 1st Claim, Armis correctly denied the repair of the units filter dryer because the cause of failure to that component was rust and corrosion, but there were electrical components of the air conditioner that were coverable per the terms of the ***. The 2nd Claim was denied correctly pursuant to the terms and exclusions of the *** because the failure in that Claim was caused by improper prior repairs.
  
  With that being said, Armis wishes to resolve this matter and offers to instruct the Seller of the *** to cancel the *** and issue a 3-month refund to the customer. ********************** also offers to reimburse the customer for the cost of the replacement of certain electrical components in the air conditioner. This offer must be accepted within fourteen days of the filing of this response or the offer will be null and void.  The customer should respond to this offer by writing the **************** at ***************************************************** or by responding to the BBB.
  
  We trust the foregoing adequately addresses the issues raised in the complaint. Please do not hesitate to contact our legal department at ***************************************************** if you have questions.

• Initial Complaint

  Date:06/30/2023

  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.

  On the 6/28/2023 I called armis homesafe to get approval to call in a Liscensure plumber because I had an emergency in my basement with f**** backing up in my basement. I wanted nearly an hour online eventually opt for a call back which never happened. No one took my call @17:49 pm no one called me back. I then sent them emails telling my emergency and requested to go ahead getting help with the problem. I called certified Liscensure companies got quotes and opted for the cheapest. Company did their work that was extensive cost $2395.00 I secured an invoice of the work done and paid from my checking account via Zelle and got a receipt. I sent to Armis all the information with all the pictures to support my claim. Two days later I received a call from a man telling me its ridiculous the price I was charged it seems like I was clearing the entire block sewer and that his company will never pay that amount. He told me I will receive a check of $400. I was so infuriated at what that man said to me and to know that Ive been paying this company every month for a long period and this was the treatment I received from them.

  Business Response

  Date: 07/07/2023

  Thank you for bringing this customers concerns to our attention and for the opportunity to respond.
  
  As an initial matter, Armis, LLC ("Armis")does not sell contracts, insurance, extended warranties, or warranties. Sales of home service contracts ("***s") are handled by independent sellers, and Armis serves only to administer the repair claims. In this instance, the customer purchased a month-to-month *** on October 3, 2022. A copy of the customer's *** was provided to the customer shortly after purchase.The sales call and the first page of the text encourage all *** holders to read their contract. The *** has clearly stated coverage, benefits, and exclusions.
  
  Our records indicate that on June 5, 2023, the customer called ********************** and stated the sewer system was backing up into the basement which began on May 2, 2023, and that her chosen service contractor (the *** had already performed the repair. Repairs performed without prior authorization are excluded from *** coverage as indicated on every page of the contract in bold capital lettering. With that being said, Armis requested the final paid invoice along with pictures of the failure(s) for review to determine whether any coverage can be provided under the ***. On June 29, 2023,the customer submitted photos; however, they did not show the actual failure,which was an *** requirement. The invoice from the ** indicated the price of the repair was beyond what Armis was expected to pay under the terms of the ***.As such, Armis authorized the claim and offered the option of accepting cash instead of the repair, per Section A.8.c of the ***. On July 1, 2023, the customer called ********************** upset over the claim adjudication. During this call, the customer stated that before receiving the ** estimate of repairs, she had the sewer system snaked. This suggests that the ** was searching for an obstruction, which was excluded from *** coverage.
  
  Upon receiving the customers complaint, ArmisAssistant Manger Home Claims, reviewed the customers claim. It was determined that the claim was adjudicated correctly, per the terms and limitations of the ***. The customer initially stated she was having issues beginning May 5, 2023,and ordered the ** to perform repairs on June 28, 2023, without prior claim review and authorization from Armis, which excludes the repair from *** coverage. As a gesture of goodwill, Armis offered a cash reimbursement toward the repair, per the terms of the ***, for a standard snaking. The customer was charged for a jetting, which is only necessary if a standard snake cannot clear a blockage, or the blockage was due to a foreign object the snake cannot clear,such as grease or roots. As such, Armis covered the diagnosis for the snaking and all other repair requests were denied, per the terms of the V**. Based on the available information, the claim authorization was determined correctly, and Armis has fulfilled its contractual obligations under the ***.
  
  We trust the foregoing adequately addresses the issues raised in the customers complaint. Please do not hesitate to contact our legal department at *********************************** if you have questions.
  
  .
  

  Customer Answer

  Date: 07/18/2023

  Good evening in response to what Armis stated this is far frombtge truth. I had no problemnin Maycwith my sewer line. Totally false. As it related to do work withoit authorization. Armis has the worst customer service no one answers the phone. I was on hold from 4:47pm and eventually hung up my phone 6:49pm and sent them an email. Sewer issues are in most cases emergencies. The company is not being truthful and refuse to repay me the cost of the work that I paid for. Please BBB we cannot have a company defrauding customers continuously. Help help. I need to be repaid.
  Sincerely 
  *************************
  

  
  

  Business Response

  Date: 07/31/2023

  Thank you for bringing this customers concerns to our attention and for the opportunity to respond.
  
  Armis incorporates its previous responses to the complaint as if fully set forth here. The customer has not provided any new information that would change the determination of the claim. The customers claim was adjudicated per the clear terms and exclusions of the **** The customers chosen service contractor performed repairs without prior authorization from Armis. Because the repairs were made before Armis had a reasonable opportunity to review and determine coverage, they are excluded from HSC coverage. Please see statement regarding exclusion of repairs made without prior authorization found at the bottom of every page of the customers ****
  
  With that being said, Armis authorized the claim and offered the option of accepting cash instead of the repair, per Section A.8.c of the **** Armis covered the diagnosis for the snaking and all other repair requests were denied, per the terms of the **** Based on the available information, the claim authorization was determined correctly, and Armis has fulfilled its contractual obligations under the **** There is nothing further Armis can offer at this time.
  
  We trust the foregoing adequately addresses the issues raised in the customers complaint. Please do not hesitate to contact our legal department at ***************************************************** if you have questions.

• Initial Complaint

  Date:06/14/2023

  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.

  On 4/9/2023 our water heater failed due to a cracked tank. The unit was maintained & serviced with a paid contract with ******************************** since it's install 10 years ago. A PSEG Technician inspected water heater on 4/10/202. The inspection determined cracked tank. The next day we initiated a claim to Armis, and also started a replacement search. We sent the required information to Armis, make, model, serial ***************** along with PSEG's finding. On 4/14/2023 we submitted a receipt from Lowes (************ **** with the replacement cost & statement of failure due to cracked tank Armis is the administrator of the insurance "Total Home Plan" paid monthly ($63.) They denied the claim because I initially said rust/corroded incorrectly, I'm not a plumber. The professionals corrected **************************** on their invoice I referred to their policy which states "Rust, corrosion, or sediment, unless specifically covered (e.g. properly maintained water heaters)" Quoted basic English, but they said that is not what that means??Interesting is that they have changed their Total Home Agreement online. When I log in to my account online there is a new "agreement" that leaves the above statement out. I have a printed version of the original that states "no waiver, modification, alteration or amendment of any terms and conditions hereof shall be effective unless and until set forth in writing duly signed by an officer of US and YOU."This company seems to find any "loop hole" or reason not to pay a claim. They are rude the way they speak to customers, constantly "speaking over" me and just dig their heels in and repeat "claim denied"Basically the past premiums paid to have their insurance more than covered the cost of replacement of this item. I would expect them to be more professional and process the claim. They are a horrible business, as they do not know proper customer service and they are in it to just make money without the intention of ever paying on a claim.

  Business Response

  Date: 06/20/2023

  Thank you for bringing this customers concerns to our attention and for the opportunity to respond.
  
  As an initial matter, Armis, LLC (Armis) does not sell contracts. Sales of home service contracts (***) are handled by independent sellers and Armis serves only to administer the repair claims. In this instance, the customer purchased a month-to-month *** from the Seller, a separate entity, on April 8, 2021. The *** has clearly stated coverage,benefits, and exclusions. Customers have 30 days from the issuance of the ***,to review their contract and ask any questions and decide if it will meet their anticipated home repair needs. Customers who decide the contract is not right for them can get a full refund if no services were provided. Customers who choose to keep the *** are bound by its terms, as is Armis.
  
  Our records indicate that Claim No.: H531484 (the Claim) was opened by the customer on April 11, 2023, when they contacted Armis. The customer stated that the propertys water heater was not functioning,and that they already had an independent service provider (the *** in mind to assist with the claim repairs. The same day, the customer stated that the water heater would be replaced that night. Armis informed the customer that ********************** would need to review an itemized estimate for the cost of repairs from the **,including a documented and verifiable cause of failure, before the claim could be authorized. On April 12, 2023, the customer submitted a picture of the water heater and stated that the water heater had already been replaced. At this point, Armis was under no obligation to provide coverage for the repair, per section C.1.c of the ***, which states WE will not pay or reimburse YOU for services performed without OUR approval prior to a repair or replacement.However, Armis offered to review further documentation of the water heater replacement for possible coverage. The same day, the customer submitted an estimate for the replacement of the water heater and a picture of water on the ground near the water heater. Armis requested that the customer submit a verifiable cause of failure, including a picture of where the water was leaking out of the water heater.
  
  On April 14, 2023, the customer stated that the water heater failed because the bottom of the unit had corroded away. Section A.3.b of the *** excludes from coverage malfunctions caused by Rust,corrosion, or sediment, unless specifically covered (e.g., properly maintained water heaters). The same day, Armis informed the customer that the claim was denied because the cause of failure was corrosion, which disqualified the repair from coverage per the terms of the ***. The same day, the customer stated that they had been mistaken about the cause of failure and would submit an updated estimate for the cost of repairs. On April 17, 2023, Armis received an estimate that stated the cause of failure to the water heater was a crack caused by normal wear and tear. Armis explained that this was not a verifiable cause of failure and requested that the customer submit pictures of the bottom of the water heater to rule out corrosion as the cause of failure, as well as pictures showing that the leak came from a crack in the water heater. On April 18, 2023, the customer stated that the ** stated that the cause of failure to the unit was not corrosion, but the customer was not able to provide pictures of the bottom of the failed unit because it had already been replaced. On April 25, 2023, Armis explained to the customer that the claim would remain denied unless the customer was able to provide pictures showing no rust or corrosion present on the bottom of the failed water heater, and that there was a different verifiable cause of failure. Armis did not receive any additional pictures showing a different, coverable cause of failure, and the claim remains denied.
  
  Upon receipt of the customers complaint,Armis Home Claims Supervisor (***) reviewed the claim and the associated invoice. The *** found that the claim was adjudicated correctly pursuant to the terms and exclusions of the ***. The repair was performed without Armis prior approval, and no proof of a coverable cause of failure was provided to Armis,and therefore the Claim was not eligible for coverage per the terms of the ***.
  
  With that being said, Armis is willing to resolve this matter and offers to make a onetime payment to the customer towards reimbursement for out-of-pocket repair expenses. Armis makes this offer outside of its contractual obligations under the ***. This offer must be accepted within fourteen days of the filing of this response or the offer will be null and void.  The customer should accept this offer by writing the **************** at ***************************************************** or by responding to the BBB.
  
  We trust the foregoing adequately addresses the issues raised in the complaint. Please do not hesitate to contact our legal department at ***************************************************** if you have questions.
  

  Customer Answer

  Date: 06/22/2023

  Hello,
  
  In your response to the complaint, the second to last paragraph states "Armis is willing to resolve this matter and offers to make a onetime payment to the customer towards reimbursement for out of pocket repair expenses."
  
  What is the actual amount of the reimbursement? The amount on the invoice from the company that replaced the water heater, $1750.00? It is unclear what you are offering. You could send $50.00 and that would not be acceptable.
  
  I would like the amount in writing before I go further.
  
  Please advise so this matter can be closed in the timely fashion you are requesting.
  
  Sincerely,
  
  *****************************

  Customer Answer

  Date: 07/07/2023

  When can I expect to receive the check from Armis?

  Business Response

  Date: 07/20/2023

  ******************** ("AAS") adopts and incorporates its response submitted on June 20, 2023. On July 7, 2023, the customers completed a separate settlement agreement. AAS processed payment according to the terms of that agreement and sent a check via mail to the customers. The customers cashed that check on July 17, 2023. AAS has fulfilled all of its obligations pursuant to the terms of the *** and the separate settlement agreement.
  
  We trust the foregoing adequately addresses the issues raised in the complaint.  Please do not hesitate to contact the legal department at *************************************************** if you have questions.

• Initial Complaint

  Date:06/14/2023

  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.

  On June 8th a call was Placed to the ********************** Armis Home to Start a Claim for a Air Conditioner that is no longer Blow Cold Air. I spoke with a Lady who started the Claim and she called a MOLD Company (MOLDX). MoldX called stating they do not do AC Repair, and they don't know why ARMIS would call them to assist. I called on June 9th left message. ******* returned my call stated that I should make contact with a Service Provider myself, and to Submit their Findings. Once I did so, It's been down hill from there. I've requested to have the Adjust call me on several occassions and still waiting. I think this is a FRAUDLENT COMPANY, who is scaming people to pay them for a Warranty Plan and they ultimately are Designed to Deny or pay as little as possible, Totally different from they Service the Promise to Provide.

  Business Response

  Date: 06/23/2023

  Thank you for bringing this customers concerns to our attention and for the opportunity to respond. 
  
  As an initial matter, Armis, LLC (Armis) does not sell contracts. Sales of home service contracts (***) are handled by independent sellers and Armis serves only to administer the repair claims. In this instance, the customer purchased a month-to-month *** on February 28, 2023. All *** holders are encouraged to read their contract. The *** has clearly stated coverage, benefits, and exclusions, and explains the process for initiating a repair claim, including getting an estimate of the repair costs from a service provider (the **). Customers have 30 days from the issuance of the *** to review their contract and ask any questions and decide if it will meet their anticipated home repair needs. Customers who decide the contract is not right for them can get a full refund if no services were provided. Customers who choose to keep the *** are bound by its terms, as is Armis.
  
  On June 16, 2023, the customer contacted ********************** to state that she was not happy with the **s repair estimate.  The Armis representative explained that the customer had two options: proceed with that ** and Armis would cover the approved amount, but she would have some out-of-pocket costs,or she could contact another ** and get another estimate, and then make her decision.  As of June 20, 2023, we have not heard back from the customer, so ********************** is unable to move this repair claim forward. Armis will need verification of a cause of failure and other documentation, including the repair estimate, in order to properly determine coverage per the terms and exclusions of the ***. Armis asks that the customer please reach out to ********************** as soon as possible and provide a copy of the repair estimate from the ** she decided to use for the repair.
  
  We trust the foregoing adequately addresses the issues raised in the complaint.Please do not hesitate to contact our legal department at ***************************************************** if you have questions.