Complaints

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

• Initial Complaint

  Date:06/14/2023

  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.

  I purchased a Home Safe Home Protection Plan administered by Armis LLC. primarily because they state the warranty covers breakdown due to normal wear and tear. One morning in April, a large puddle of water around the pool equipment area was traced back to water pouring out of the bottom of a large vertical crack in the Pentair Sand filter.Per the terms of the contract, we contacted Armis via the Claims Phone Number. We were given a Claim number and informed what needed to be furnished to Armis in order to process the claim. We were told we could use our current ************ to conduct an initial inspection. The required information was submitted to Armis.During a 4/24 phone call, Armis requested and we provided the name of our Swimming Pool and ************ The representative also agreed we should go ahead and have the filter replaced then submit the invoice for reimbursement once the replacement was approved. Subsequently, the filter was replaced and the final invoice forwarded to Armis.Armis did contact the ************ who confirmed the diagnosis that the filter ruptured due to the age of the filter. Armis said that was not enough and we should contact Pentair (the makers of the Sand Filter) to obtain confirmation that the sand filter could rupture due to wear and tear. We contacted Pentair. They confirmed sand filters operate routinely under high pressure and will eventually fail and need to be replaced. This information was submitted to Armis.Armis denied the claim saying we have not provided a satisfactory cause of the crack in the sand filter. We have complied with all their requests through multiple e-mails and phone calls. They repeatably ask for the cause of the rupture and we tell them that both the ************ and ******* said the filter failed due to its old age. There is no other cause of failure.This site shows a pattern of Armis denying claims due to insufficient cause of failure information.We request Armis approves our 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, ************************* d/b/a Armis ("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 March 28, 2023. 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 April 18, 2023, the customer called ********************** to initiate the claims process, and reported that the pool sand filter had failed. Armis advised the customer of the claims process,per the terms of the ***, and, requested the units cause of failure along with picture(s) of the failure(s). The customer informed ********************** that he would contact his chosen service provider (the *** to provide Armis with the requested information. On April 21, 2023, the customer provided ********************** with the requested information, including the **s diagnosis: Pool sand filter exploded down sidepool equipment in good functioning order otherwise. Sad media in filter was not channeled or cause of explosion. Probable cause age. The picture provided showed a massive hole in the bottom of the filter with a crack emanating from it. It was determined that if a filter had a pressure issue, it would not create a hole in the side, it would have split evenly. As such, the failure(s) that were shown were not the result of age alone, and Armis requested further information and documentation for the units exact cause of failure, which was an *** requirement. On April 25, 2023, Armis reached out to the ** who confirmed the issue was not overpressure.  
  
  On May 5, 2023, Armis reached out to the ** to continue the claim. The ** could not provide the units exact cause of failure and stated the equipment was in good functioning order. Since there was no verifiable cause of failure, which was required to properly determine *** coverage, Armis denied the claim and informed the customer of the same. On May 17, 19, and June 13, 2023, the customer called ********************** disputing the denial. The customer did not provide any new information that would allow Armis to modify the claim determination and the claim remained denied.
  
  Upon receiving the customers complaint, Armis Assistant Manager of Home Claims,reviewed the claim. It was determined that the claim was adjudicated correctly,per the express terms and exclusions of the ***. The picture provided by the customer conflict with the diagnosis provided by the **. The picture shows a hole at the bottom of the unit with a crack through it, moving toward the top. The hole would not have been caused by anything inside the filter and shows to come from the outside. Therefore, age alone would not have caused the damage shown. Additionally,a crack of that magnitude also doesnt come from age alone.
  
  With that being said, Armis understands the customers frustrations and is willing to resolve this matter and offers the customer a one-time goodwill payment toward the cost of repairs along with *** cancellation.  Armis makes this offer voluntarily,outside of its contractual obligations under the ***. The customer can respond to this offer by contacting Armis 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.
  
  
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• Initial Complaint

  Date:05/31/2023

  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.

  contract # HWF4313475 Claim H526477 (Jan 2023)Heater/ac went out. No one I contacted want to deal with them due to non payment and wanting them to say what Armis want them to say to deny claim. they gave me a person they deal with. They came out and receipt given to me is attached. I got a phone call saying my unit was not installed right, cannot read serial number. This unit as installed when this house was built. it was not improperly installed. Years go by and it is hard to read some numbers but no where in there booklet does it say they need a serial number. It was winter time and I had to go buy heaters.Claim H530841 Water was going on the floor and walls from the toilet. I had to get someone to fix it because waiting on them I would have more damage. I emailed/called and could not get a response from them. I heard from them when I would not pay their premium. I would like the heating/ac fixed or send all money paid into this plan

  Business Response

  Date: 06/06/2023

  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 August 25, 2022.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 on February 1, 2023, the customer called ********************** and reported an issue with the furnace (the 1st Claim). Armis informed the customer that her chosen service contractor must call Armis with the furnaces cause of failure in order for Armis to determine *** coverage. On February 6, 2023, the customer called ********************** inquiring about a service contractor because she could not find one. As such, Armis provided the customer with a few options. Shortly thereafter, the customers chosen service contractor (the *** called Armis to move the claim forward and, Armis requested their estimate of repairs, per terms of the ***. On February 20,2023, Armis reached out to the ** on a recorded line and requested the units exact cause of failure, which was a V** requirement. The ** stated, its not even hooked up right. I dont think its ever been used in a long time; you can tell. Like the evaporative coil and the condensate line isnt even hooked up,the gas wouldnt even turn on, and its been neglectedIts not installed properly. Based on the **s diagnosis and information, Armis denied the 1st Claim for improper installation, an exclusionary condition under the ***. On March 31, 2023, the customer contacted ********************** disputing the denial. The 1st Claim was escalated and reviewed by management. It was determined that the 1st Claim would remain denied. Armis informed the customer of the same.
  
  On April 4, 2023, the customer called ********************** and reported plumbing issues (the 2nd Claim). Armis advised that her chosen service contractor must contact us with a diagnosis of the cause of failure(s), and provide ** with their estimate of repairs, which were *** requirements. On April 20, 2023, the customer called ********************** looking for reimbursement for the repairs. Armis requested all documents related to the repair. On May 1, 2023, the customers second chosen service contractor (the 2nd *** called Armis and reported that there was an internal failure to the toilet, and two faucets were experiencing leaks. Armis immediately reached out to the customer and left a detailed voicemail stating that we could not move forward with the 2nd Claim until the cause of failure for all issues were determined, and pictures of the failure(s) were submitted, per the terms of the ***. On May 10, 2023, the customer called ********************** looking for a claim update. Armis advised that the requested cause of failure along with the corresponding pictures were required to move the 2nd Claim forward. On June 1, 2023, Armis reached out to the customer and left a voicemail detailing the same.  
  
  Upon receiving the customers BBB complaint, Armis Team Lead, reviewed the 1st and 2nd Claims (together, the Claims). It was determined that the Claims were adjudicated correctly, per the terms and limitations of the ***. It was confirmed that during the 1st Claim, the ** stated on a recorded line, that the cause of failure was because of an improper installation.Improper installation is an exclusion from *** coverage. Therefore, Armis could not move forward with the repair request and denied the 1st Claim.Armis will continue to uphold the denial and there is nothing further we can offer at this time. For Armis to make a proper claim adjudication on the 2nd Claim, Armis would need documentation of the verified failure(s) for all issues along with pictures of the same. Armis cannot make a proper determination on the 2nd Claim without the requested information and proof of cause of failure(s), and requests that the customer cooperate with the claim adjudication process and provide the necessary documentation.
  
  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: 06/09/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********,  I had to fix the problems out of my pocket and each time I paid $65.00 to the contractor.  I would like to have all my money back.  I have pictures after the problem was fixed.  My ac/heater was working and the service contractor is one they gave me because other companies I called do not want to deal with them due them wanting to be shady with customers and not wanting to pay what they charge. I have no messages on my answering machine from them or responses to my emails.  They are a liar and take advantage of people.  I just want my money back.

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

• Initial Complaint

  Date:05/13/2023

  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.

  On Feb 24 2023 I had a leak in the main bathroom. I called Armis Home Safety about it. They do not sent a contractor out rather they have you call a contractor..I called ********************* and they did all the work, took pictures and sent in the claim..They kept harassing me for more information that the contractor called them on my behave. I had not heard back from then so I called today May 11th 2023 and was told that I needed to send photos of the flood, well I woke up to the leak and wiped it up. I had a fit and dropped the FBomb on the person and he denied my claim at 11:39 am..I found that out when I called the company back and was told of this. Up until I contacted them today no one from the company ever contacted me with a decision...I want to retain a lawyer for this nonsense.

  Business Response

  Date: 05/16/2023

  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. ** this instance, the customer purchased a month-to-month *** from the Seller, a separate entity, on September 14, 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 in the first 30 days. Customers who choose to keep the *** are bound by its terms, as is Armis.
  
  Our records indicate that Claim No.: H527908 (the Claim) was opened by the customer on February 24, 2023, when she contacted Armis and stated that her toilet and water heater were both leaking.The customer stated that she already had an independent service provider (the *** in mind for the repair. Armis explained that the ** would need to submit an itemized estimate for the cost of repairs, including a verifiable cause of failure, for both the toilet and the water heater. On March 27, 2023, the customer informed ********************** that the ** had already replaced the toilet and the water heater without submitting any document to Armis and prior to claim authorization from Armis. This disqualified the replacements from coverage per the terms of the ***, which states no claims will be paid without prior authorization at the bottom of each page. At this point Armis had no contractual obligation to continue the claim, but Armis requested that the customer have the ** submit pictures showing a verifiable cause of failure to both the toilet and water heater so that Armis could review the pictures for possible coverage. On March 30, 2023, Armis received pictures of the failed water heater that did not show a verifiable cause of failure. Armis requested that the customer have the ** provide pictures that showed a verifiable cause of failure. On April 4, 2023, the ** stated that the cause of failure to the water heater was unknown. Armis cannot determine *** coverage without some documentation and verification of what caused the failures. On May 13, 2023, the customer contacted ********************** to enquire about the status of the claim and Armis explained that a verifiable cause of failure had not been provided for either the toilet or the water heater, and both units had been replaced without Armis prior authorization, and therefore the claim was denied.
  
  Upon receipt of the customers complaint, ArmisHome Claims Supervisor (HCS) reviewed the claim and the associated documents.The HCS found that the claim was adjudicated correctly pursuant to the terms of the ***. The replacement of both units was performed without Armis prior authorization and without a verifiable cause of failure, and therefore both replacements were ineligible for coverage per the terms of the ***.
  
  With that being said, Armis is willing to amicably resolve this matter and offers to make a one-time payment to the customer as a reimbursement towards the cost of the replacements. This offer must be accepted within fourteen days of the filing of this response or the offer will be null and void.  The customer can learn the amount of this reimbursement and respond to Armis 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:05/06/2023

  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 noticed on May 1, 2023, that my refrigerator inside was a little warm and all of the ice had melted. I contacted my ********************* Armis, and explained to the customer service rep that my refrigerator wasn't cooling. I received a call from ***************, LLC to come out and inspect. my refrigerator. *********************** came to my house on Tuesday May 2nd and inspected my refrigerator said the compressor was died and needed to be replaced. He also said due to the age of the refrigerator it should be replaced. He sent his report to *********************************************** I called customer service to see if they received *************** report. She said they did not receive it, so I forwarded a copy to them. I received a call on Thursday from Armis requesting additional information, because **** also indicated in his report that freon had be added before. Armis asked me to provide the report from the company that added the freon. I provided the information to the showing that ***** was added on 6/13/2018. On Friday May 5th Armis asked me to call APPRO and asked him to come back and do a test to determine if I had a freon leak. I explained that I have been without a refrigerator for an entire week, and I wasn't willing to go another week without a refrigerator. I have medicine. that need to be kept in the refrigerator and it's too expensive to eat three meals a day for two weeks. They should have replaced the compressor or replaced my refrigerator. Because freon was put in my refrigerator five years ago they are saying it's a preexisting condition. If this was a preexisting condition my refrigerator would have gone out five years ago! They also keep saying that I haven't had this contract for a year, however I have never filed a claim. They did not want to replace my refrigerator. I had to go out on Friday May 5th and purchase a new refrigerator because I could not go another week without a refrigerator. Armis should reimbues me for my new refrigerator.

  Business Response

  Date: 05/11/2023

  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 18, 2022. 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 the customer contacted ********************** on May 1, 2023, regarding their refrigerator (the appliance).The customers chosen service provider (the *** contacted Armis on May 4,2023, and at that time, Armis informed the ** that a verified cause of failure was needed for the claim to proceed. On May 5, 2023, the ** submitted their invoice for repairs which documented that the appliances compressor had failed, that there had been an active leak, and that refrigerant had been previously added. Based on the **s reported findings, Armis contacted the ** and informed them that it would need to be confirmed whether the cause of failure was due to a pre-existing condition before any potential coverage could be determined. Armis then proceeded to contact the customer and requested they submit the past 2 years of maintenance records for the appliance for review.
  
  On May 5, 2023, upon review of the customers submitted service records for the appliance, Armis determined that the appliance had previously been worked on and documented to have a pre-existing condition.
  
  Upon receipt of this complaint, Armis Assistant Manager of Home Claims (the Specialist) reviewed the customers filed complaint and their claim. As of May 5, 2023, the customer has replaced the appliance with no prior authorization and before Armis was able to confirm the official cause of failure with the ** to determine any potential coverage. Subsequently, the Specialist determined that the claim is denied due to repairs being made without prior authorization, an exclusion of coverage per the terms of the ***.
  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 two (2) months of payments made towards the ***. This offer must be accepted within 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 prior to the seller processing the cancellation of the *** and refund of 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.

• Initial Complaint

  Date:04/26/2023

  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.

  Ive placed 3 claims with my contract through HomeSafe. A home warranty company that is serviced by Armis LLC. 1. for my dishwasher. HomeSafe was unable to find us a service provider and gave us $300 to find one. The reason we bought the warranty is because of the lack of service providers in our area. 2. I then placed a claim on my clothes washer and needed HomeSafe to find a service provider. Ive heard nothing . My washer is still broke. Claim 3-my furnace went out on 03/21/23 Its still cold in **. Repairman came and said motor was out and heat exchanger is failing, consider a new furnace. Claim ***** wont approve the claim without photos of exchanger. Motor was put in so we would have heat. Exchanger was working. Armis wont pay for the motor because in their words its like putting tires on a broken car. ********** advised getting pics is impossible as it would mean dismantling a furnace thats dying. He came and spent hours here; got photos of rings blown off the exchanger no clear photos of the exchanger because there were boiler components in the way. The blown rings assured the claims **** that the exchanger is bad. But they wanted a picture of the exchanger to look for rust/ corrosion which would deny the claim. The only way to get a picture was to wait until the furnace was removed and a new furnace installed. They wont pay for the motor ($700). The furnace ran with the new motor installed. We paid for a new furnace and the exchanger never failed. Pictures of the exchanger were sent to Armis by our provider. On 4/26/23 I received a call that the claim was denied because the photos showed some rust/corrosion. I requested money toward the motor and the rep. hung up on me. We needed the motor so we could have heat. Exchanger was going bad.but maybe could have lasted a few more months. To comply with the claim we had to get a new furnace NOW so that Armis could see pictures of a more than 20 year old exchanger and deny everything.

  Business Response

  Date: 05/02/2023

  Thank you for bringing the 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 ************ Contract (the **** on November 2, 2022. A copy of the customers *** was provided to the customer shortly after purchase. All *** holders are encouraged to read their contract. The *** has clearly stated coverage,benefits, and exclusions.
  
  Our records indicate that Claim No.: H529281 (the Claim) was opened by the customer on March 15, 2023, when she contacted Armis and stated that her washing machine was malfunctioning. On March 20,2023, the customer requested that ********************** find an independent service provider to service the washing machine. Armis attempted to find a suitable service provider but was unable to do so because the customer lives in a remote area with few service providers. Per section C.3 of the ***, Armis has the right,but not the responsibility, to select the authorized SERVICE CONTRACTOR to perform the service.
  
  On March 21, 2023, the customer stated her furnace was not heating properly, and she already had an independent service provider (the *** in mind for the furnace repair. The same day, the ** informed Armis that the furnaces heat exchanger was malfunctioning, and the blower motor had failed. Armis requested that the ** submit an itemized estimate for the cost of repairs including a diagnosed cause of failure and pictures of the failed components to Armis. On March 22, 2023, the ** stated that the furnaces blower motor could be replaced as a temporary fix, but that the heat exchanger had failed and would also need to be replaced eventually. The ** submitted an invoice for the repair of the blower motor and heat exchanger but did not include any pictures of the failed components. The same day, Armis informed the customer that the ** would need to submit pictures for the claim to move forward. On March 27, 2023, the customer informed ********************** that the ** had stated they were not willing to perform the disassembly necessary to take a picture of the furnaces heat exchanger. On March 30, 2023, Armis again informed the ** that pictures of the heat exchanger would be necessary to move the claim forward. On March 31, 2023, the ** submitted a picture of the furnaces data plate, and Armis once again requested pictures of the heat exchanger. On April 3, 2023, the ** submitted an estimate for the cost of repairs to Armis and stated that they did not have any pictures of the failed heat exchanger because it was too hard to access. Armis once again explained that the claim could not move forward without pictures of the failed heat exchanger.
  
  On April 4, 2023, the customer stated that the ** was unwilling to provide pictures of the heat exchanger, but the ** had already replaced the furnaces blower motor without prior approval from Armis. Due to the lack of prior approval, the blower motor replacement was not eligible for coverage per the terms of the ***, which states: NO CLAIMS WILL BE PAID WITHOUT PRIOR AUTHORIZATION at the bottom of each page. Armis requested that the customer submit a paid invoice for the repair of the blower motor to review for possible coverage, but Armis did not receive that invoice. The same day,the ** submitted an invoice for the replacement of the entire furnace. On April 5, 2023, the ** submitted a picture of the furnace that showed a ring from the secondary heat exchanger had fallen from its rivet, but the picture did not show the heat exchanger itself, and Armis explained that a picture of the failed heat exchanger was still needed to move the claim forward. The same day,Armis explained to the customer that either the customer could provide pictures of the heat exchanger to continue processing the claim, or the customer could have the furnace replaced and Armis would reimburse the customer for the cost of repairs only if pictures of the old furnace confirmed that the Claim would have been authorized and if the pictures of the old furnace did not show any exclusionary conditions like corrosion or rust. At this point the Claim was moved to pending status until the customer decided how to proceed.
  
  On April 26, 2023, Armis received pictures of the heat exchanger which showed rust on the component. 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).Therefore, the Claim was ineligible for coverage due to the presence of rust on the failed heat exchanger. The same day, Armis informed the ** and the customer that the claim was denied.   
  
  Upon receipt of the customers complaint, ArmisHome Claims Supervisor (HCS) reviewed the claim and the associated documents.The HCS found that the claim was adjudicated correctly pursuant to the terms of the ***. Under the terms of the ***, Armis was not obligated to find an independent service provider to repair the customers washing machine.Furthermore, the furnaces blower motor was not eligible for coverage pursuant to the terms of the *** because it was replaced without Armis prior authorization, and the heat exchanger was not eligible for coverage pursuant to the terms of the *** because there was rust present in pictures of the unit.
  
  With that being said, Armis is willing to amicably resolve this matter and offers to reimburse the customer for the cost of the replacement of the blower motor, upon receipt of a verifiable paid invoice for the blower motor replacement. Armis also offers to make an additional one-time payment to the customer towards the reasonable costs of the repair of the washing machine. This offer is made outside of the terms of the *** as a gesture of goodwill. 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.

• Initial Complaint

  Date:04/20/2023

  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.

  In late March, 2023 I noticed a very small amount of water entering my basement & going down the floor drain. We had a fair amount of rain so I didnt think too much about it. After 4 or 5 days it did not stop. I turned off the main water line into the house & discovered it stopped. I called the water company & had them turn off the water at the meter as not to waist water.April 11, 2023 I called Armis *************) & told them about the problem & they said to call a plumber of my choice. I called Over Flow *************). They sent someone out to look at the problem April 12, 2023. A small chunk of the basement interior wall had come off by this time. My husband said he did not want the basement wall jackhammer. He said it was most likely a leek in the wall & wanted the pipe cut at the foundation exterior wall & interior basement wall. He wanted pex pipe run through the old pipe & hooked up to the existing piping & whatever new piping had to be installed. The plumber agreed that was the best & least expensive way to fix the problem & a very good fix. This was done on April 13, 2023 & it fixed the problem completely. It was a nice warm day. No mention of frozen pipes or anything unusual at that time. Just a routine jobpipes develop leeks--this is normal. I paid Over Flow with an **************** card, made a copy of the receipt & sent it off to Armis.Several days late I received a voice mail from Armis saying they need more information from Over Flow & they were going to call them. A day or so later I received another call from Armis saying the claim was denied. I called Armis 4/18/23 around 10 am & they stated ******************* had said the pipe had froze. I called the plumbers office next about10:30 am. ***** stated that she did speak to Armis & she told them that she could not say why the pipe began to leek for sure. She told them that we had not had any freezing weather since Dec.2022. Back then they had several people that had frozen pipes but not since.A basements keeps a constant temp of no less than 60 degrees always---in March/April it is very unlikely the pipes had frozen. ***** is willing to make a statement saying she did not say the pipe froze & that was the cause of the leek. Pipes develop leeksits just life not an act of God.

  Business Response

  Date: 04/26/2023

  Thank you for bringing the 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 ************ Contract (the **** on August 23, 2022. A copy of the customers *** was provided to the customer shortly after purchase. All *** holders are encouraged to read their contract. The *** has clearly stated coverage, benefits, and exclusions.
  
  Our records indicate that Claim No.: H531482 (the Claim) was opened by the customer on April 11, 2023, when she contacted Armis. The customer stated that there was a leak in her homes basement even though all the water was shut off, and that she already had an independent service provider (the *** in mind to assist with the claim repairs. Armis explained to the customer that the ** would need to provide a diagnosis of the cause of failure, and that repairs would only be eligible for coverage with Armisprior authorization per the terms of the ***. The bottom of each page of the *** states: no claims will be paid without prior authorization. On April 14,2023, the customer stated that the ** had performed a repair the day before,without authorization from Armis, and the customer paid for the repair out of pocket. At this point Armis was not obligated to provide any coverage per the terms of the ***, but Armis requested that the customer submit a verifiable paid invoice for the repairs so that Armis could review it for potential reimbursement.
  
  On April 17, 2023, Armis received an invoice for the repair of a pipe that had broken inside a concrete wall. Armis requested pictures of the pipe and an explanation of why it broke from both the customer and the ** so that ********************** could determine whether the cause of failure was eligible for coverage per the terms and exclusions of the ***. The same day, the ** stated that freezing could have caused damage to the copper line in the pipe, and Armis determined that freezing was the most likely cause of failure. Section H.4.b of the *** states that Armis is not responsible for repairs when the malfunction is due to accidents, fire, freezing, water damage, electrical failure or surge, or excessive or inadequate water pressure. Therefore, Armis informed the customer that the repair was not eligible for coverage or reimbursement per the terms of the *** as freezing was the likely cause of failure, but the customer was welcome to authorize disassembly of the pipe to determine a separate cause of failure if she wished to do so.
  
  Upon receipt of the customers complaint, ArmisHome Claims Supervisor (***) reviewed the claim and the associated invoice. The *** found that the claim was adjudicated correctly pursuant to the terms of the ***. In addition to the cause of failure likely being freezing, which would exclude the repair from coverage per the terms of the ***, the *** also found that the provided invoice stated that the ** had to excavate to reach the broken pipe at the foundation wall. This means that the pipe was not within the homes main foundation and was therefore further excluded from coverage per section A.6 of the ***, which states For any ITEM to be covered, it must be installed for diagnosis within the confines of the main foundation of the HOME.
  
  With that being said, Armis is willing to amicably resolve this matter and offers to make a onetime payment to the customer to go 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: 05/01/2023

   
  Complaint: 19961374
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************

  Customer Answer

  Date: 05/11/2023

  Armis response: 
  
  Armis is willing to amicably resolve this matter and offers to make a onetime payment to the customer to go towards reimbursement for out-of-pocket repair expenses.
  
  This is not acceptable:
  It does not state any amount of moneyit could be $1.00. This leaves me, the customer helpless & at ********************** mercy.
  As I stated before: I though that when I called Armis  &
  got #****** that was all I needed & that WAS prior authorization. They did not say that I or the plumber HAD to call backfailure to communicate on their part.
  I had already been without water for water for 4 days & this was quite a hardship! I needed water service ASAP.
  Armis said the ** stated that freezing could have caused damage to the copper line in the pipe, and Armis determined that freezing was the most likely cause of failure.Section H.4.b of the HSC 
  This was a lie!   ****** stated:     
  
  Fw: *********************************************
  From:
  *********************** <***************************************************>
  To:
  ************** <**************>
  Date:
  Fri, Apr 28, 2023 12:07 pm
  
  Hi ************:
  
  The freeze that occurred here in **********, ** was in December 2022.  Your service call was not made until months later,therefore, the pipes would have had plenty of time to thaw if they were ever frozen and a leak would have been visible way before your service call was made.  We do not think that the cause of your leak was caused by the freeze in December.  
  
  We had to dig on the outside of the foundation to keep from causing permanent damage to the inside wall where the leak was found.  This is standard practice of a plumber to keep the homeowner from having further repairs to make to their home.
  
  ***********************
  Office Manager
  ********************
  ********************************************;(rear)
  **********, ** 40218
  Ph:  ************   Cell:  ************
  
  ***** said that she did speak to Armis & she told them that she could not say why the pipe began to leek for sure.  She told them that we had not had any freezing weather since Dec.2022.  Armis said freezing was the likely cause of failure. 
  This is not likely since the freeze was about 3 months before---after the freeze when things thaw the leek would have started back in early January 2023 not late March.
  Armis stated I said when the water was turned off at the main water valve in the basement the water DID NOT STOP-- not so, I said the water stopped right then!  I actually said when I turned off the main water line into the house I discovered it stopped.  I called the water company to turn off the water line at the street as not to waist water.
  My husband said he did not want the basement wall jackhammer.  This would lead to a lot of mess & unnecessary expense!  Why compromise a perfectly good solid basement wall for no REAL reason. This would only lead to future problems.  Cut the pipe at the basement wall & at the foundation wall & run pex pipe through the existing pipe & reconnect it to the existing pipe.  The ** agreed that was the best & least expensive fix for the problem.
  

• Initial Complaint

  Date:04/16/2023

  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.

  Please read the attached PDF letter (invoices and photos) that I emailed to Armis, LLC, regarding the detailed description of the transactions that have taken place between Armis, LLC, and me since I filed a claim on January 2, 2023, with them.

  Business Response

  Date: 04/19/2023

  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 March 1, 2022. 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 on June 15, 2022, the customer called ********************** to initiate the claims process (the 1st Claim). On June 16, 2022, the customer called and stated the air conditioning unit had failed. Armis advised the customer to have her chosen service contractor diagnose the failure and provide their estimate of repairs, per the terms of the ***. On August 17, 2022, Armis set the claim to inactive status as the requested diagnostic information and failure verification were not provided, and Armis was unable to move the claim forward and determine coverage per the terms and exclusions of the ***.

  
  On January 3, 2023, the customer called ********************** to initiate the claims process (the 2nd Claim). Armis advised her to have her chosen service contractor (the *** diagnose the failure and provide their estimate of repairs, per the terms of the ***. On February 16, 2023, the customers chosen ** called Armis and provided their estimate of repairs. Shortly thereafter, Armis reached out to the ** and requested photos of the failure(s), per the terms of the ***. On February 23, 2023, Armis again reached out to the ** and requested photos of the failures. On March 9, 2023, *** reached out to the customer and informed her of the need for the requested photos in order to move the claim forward.

  
  On April 12, 2023, the customers second chosen service contractor (the 2nd *** called Armis to continue the 2nd Claim. Shortly thereafter, the 2nd ** provided pictures of the failures along with the diagnosis of the failure. As such, Armis authorized the 2nd Claim at the contractual maximum limit of liability and informed the customer of the same. On April 18, 2023, the customer called ********************** and disputed the amount authorized by Armis per the terms and limitations of the ***.

  
  Upon receiving the customers BBB complaint, Armis Assistant Manager, reviewed the 1st and 2nd Claims. It was determined that the claims were adjudicated correctly, per the terms of the ***. Armis never received a diagnosis and placed the 1st Claim to inactive status. The 2nd Claim was authorized at the contractual maximum. Therefore, Armis fulfilled its contractual obligations under the *** and can offer nothing further at this time.

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

• Initial Complaint

  Date:04/10/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They do anything to not cover claims for items they say are covered. My washer is going out and they dont believe normal wear and tear is a reason for a breakdown. They dont believe the technician and lied about communication. Want me to pay for another service call. The washer is 12 years old. Cant seem to get anyone to help. Company is terrible. I thought I had a contract with Home Safe but its actually Armis Home. Congress needs to investigate them for fraud.

  Business Response

  Date: 04/20/2023

  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 June 22, 2022. 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.
  
  The customer contacted ********************** on March 30, 2023,regarding the failure of their GE washer and dryer (appliances) and confirmed that their chosen service provider (**) would contact Armis to start an **************. The following day, on March 31, 2023, the customers chosen ** contacted Armis and stated that upon diagnosing the customers appliances they had determined that the dryers grid needs to be repaired and that the washers transmission and pump had failed and were leaking; subsequently, the ** also stated that the washer appliance was not worth repairing. Based on the **s findings, Armis requested that they submit pictures of the appliances failures and an estimate for repairs.
  
  On April 4, 2023, upon review of the submitted documentation from the customers **, Armis contacted the ** and advised them that the official cause of failure of the appliances was still needed for potential coverage to be determined. At this time, the ** confirmed they understood what information was being requested and that they would submit their findings accordingly.
  
  Our records indicate that between April 4, 2023 - April 11, 2023, Armis and the customer communicated back and forth regarding the status of the claim and Armis continued to inform both parties that without a documented official cause of failure, Armis could not properly determine coverage pursuant to the terms and exclusions of the ***, and Armis could not move the claim forward towards authorization. On April 11, 2023, Armis extended a payment offer or replacement of the appliances to the customer, per the terms of the ***, Section A.8.c, and based on the received estimate for repairs from the customers chosen **.
  
  On April 14, 2023, upon receiving the customers acceptance of a payment offer, Armis processed and issued payment directly to the customer via direct deposit, per their request. Therefore, Armis considers this matter resolved and closed.
  
  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:03/14/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Sunday 02/26 evening I learn that I had no hot water, so on Monday 03/27 I called *************************** to check my hot water heater to see what the issue was....and of course it was an issue with my hot water heater. I paid $52.55 service fee on this day. I immediately contacted my home warranty provider-Armis ************ and opened a claim # H528048. They advised that need cause of ************** of failed items. Which I asked *************************** to provide to me. The ongoing issues are: you speak to different *********** would ask for the same things that you would have already provided i.e. pics of model & serial # & cause of failure. They would state they didn't receive the email with attachments, multiple times (over 25's) I would ask to speak with supervisor and they would state they would have them call me back. They never would call me back. They stated the pics that were provided were not enough & asked *************************** to return on 03/02 to take more pics, which I paid another service fee of $52.55, which an Armis rep advised that I would be reimbursed.Finally on 03/06, our family moved forward with getting the water heater repaired by replacing the upper/lower thermostat and upper/lower elements. Which we submitted the receipt of $1147.58 as of today they still have not paid this repair. Every time I call they state haven't received the attachment/receipts then I received a vmail msg on Monday, 03/13. They only approved $465 minus $65 deductible totaling a check issued for $400.00. The total bill was 1147.58 (03/06) plus $52.55 (twice 02/27 & 03/02) equals $1252.68 minus $65 deductible equals a total refund of $1187.68. I also want to cancel this warranty!

  Business Response

  Date: 03/20/2023

  Thank you for bringing the 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 ************ Contract (the **** from HomeSafe on December 11,2019. A copy of the customers *** was provided to the customer shortly after purchase. All *** holders are encouraged to read their contract. The *** has clearly stated coverage, benefits, and exclusions.
  
  Our records indicate that Claim No.: H528048 (the Claim) was opened by the customer on February 27, 2023, when she contacted Armis. The customer stated that her water heater was not producing hot water,and that she already had an independent service provider (the *** in mind to assist with the claim repairs. The same day, the ** sent in an estimate for the cost of repairs that called for a total rebuild of the water heater. The estimate stated that there were unspecified issues with the water heaters thermostats and heating elements but did not provide a verifiable cause of failure. Armis requested that the ** send an estimate detailing the specific parts of the water heater that had failed and needed to be replaced, as well as the cause of those failures. On February 28, 2023, Armis again requested that the ** identify a verifiable cause of failure that would necessitate a total rebuild of the water heater. The ** stated that they did not have any more information than what they had already provided and could not provide a reason why the repairs they recommended were necessary. Armis requested that the ** at least send in pictures of the upper and lower thermostats as well as the heating elements.
  
  On March 1, 2023, the customer and the ** called ********************** together in regards to the claim. Armis advised that the ** needed to provide a cause of failure in the form of an itemized estimate that listed the parts and labor necessary for the repair. The same day, the ** provided another estimate that did not list the specific parts and labor that would be necessary for the repair, or a specific cause of failure. The ** stated that their business did not provide estimates with the parts and labor itemized, and Armis requested that the ** send an estimate describing the parts and labor needed to the best of their ability. The customers *** does not cover all causes of failures and all claimed repairs, and Armis cannot properly determine coverage per the terms and exclusions of the *** without the requested diagnostic and cause of failure information.
  
  On March 2, 2023, Armis requested that the ** submit pictures of the failed components of the water heater. On March 3, 2023,Armis received pictures of the water heaters two thermostats, and authorized the claim for the replacement of the thermostats as a credit towards the total repair or replacement of the water heater.
  
  Armis made an estimate of the fair cost of parts and labor necessary to replace the two thermostats pursuant to Section A.8.c of the *** which states: In some instances, WE may offer YOU the option of accepting cash in lieu of repair or replacement services. This offered amount is based on what WE would expect to pay (which may be substantially less than retail cost) for parts and labor for covered ****S less the incurred cost of the contractors diagnosis. WE are not obligated to extend such an offer, and YOU are under no obligation to accept such an offer. If YOU accept such an offer,YOU are required to repair the **** or provide a new replacement and send the acceptable proof of YOUR actual itemized
  costs to US before any reimbursement will be paid. The same day, Armis informed the customer that she would be reimbursed for the replacement of the thermostats only, as a credit to be applied to the total heater ************ she sent Armis a signed final invoice confirming all work had been completed. On March 8, 2023, the customer submitted the requested signed final invoice to Armis. On March 13, 2023, Armis sent a check for the agreed upon reimbursement amount to the customer.
  
  ********************** Home Claims Supervisor (***), reviewed the claim and the estimates for repairs from the **. The *** determined that the claim had been adjudicated correctly, per the terms of the ***. Armis was never provided with a verifiable cause of failure to the water heater, or an itemized estimate including parts and labor; despite this, Armis still provided a partial authorization based on the failure that could be verified via pictures. Therefore, Armis stands on its partial claim authorization.
  
  With that being said, Armis is willing to resolve this dispute amicably and offers to instruct the seller of the *** to cancel the ***. Armis also offers to make an additional payment to the customer outside of the contractual obligations of the *** as a gesture of goodwill. The customer can learn the amount of this payment offer by contacting the **************** at the email below. This offer must be accepted within seven days of the filing of this response or the offer will be null and void.  The customer should provide their response 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: 03/21/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, awaiting to see what the offer is going to be.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:03/10/2023

  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 regarding claim H528393. My wife and I have been with Homesafe/Armis for 2 Months and this was our first claim. From the very first time we submitted the claim, everything was one big delay. We advised Homesafe/Armis that we did not want to choose our own service provider and would like for them to provide one. They had these other service providers contact us and not inform them that our deductible was $65.00 and the difference was to be paid by Homesafe/Armis. The other issue was that the service provider was not aware of any of the requirements that Homesafe/Armis had in place and we then needed to send the service provider back to Homesafe/Armis for clarification of our obligations. After about 4 days and several calls I reached someone else within Homesafe and advised them of our issue they said that they would work on getting a service provider out to us and when he was contacted I had to contact Homesafe/Armis to make sure that they updated the service provider that my deductible was $65.00 as the service provider was not aware of this. Once the service provider came out he did everything that he needed to do regarding the diagnostic and sent it over to Homesafe/Armis. I contacted Homesafe/Armis to follow up on the diagnostic and they advised me that it was missing details, but when I spoke with the service provider he told me that he sent them what they said they needed. The service provider did end up resending the updated details that they needed.I followed up later and then was told that they were denying my claim as the issue was not normal wear and tear. Please note that the service provider did advise in his diagnostic that it was normal wear and tear. He did also provide pictures but still stated that it was normal wear and tear. After all of this, I did ask for a supervisor to call me, but I have not heard back from anyone. It has been 3 days and not a single supervisor has contacted me. I do not believe that they will.

  Business Response

  Date: 03/14/2023

  Thank you for bringing the 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 ************ Contract (the **** from HomeSafe on December 15, 2022. A copy of the customers *** was provided to the customer shortly after purchase. All *** holders are encouraged to read their contract. The *** has clearly stated coverage, benefits, and exclusions.
  
  Our records indicate that Claim No.: H528393 (the Claim) was opened by the customer on March 2, 2023, when he contacted Armis. The customer stated that the tub inside their washing machine was not spinning. On March 3, 2023, the customer stated that their chosen service provider would not work with Armis, so Armis helped the customer select a different independent service provider (the *** to assist with the claim repairs. On March 6, 2023, Armis received an estimate for the cost of repairs from the ** which stated the washing machines tub had collided with the inner cabinet. The impact caused pieces of plastic to break off into the drain pump,which in turn failed. The impact also broke the tubs seal which caused water to leak underneath the tub. Armis determined that these failures occurred because the washing machine was overloaded, and the excessive weight in the tub caused the impact between the tub and the inner cabinet. Section H.4.a of the *** excludes repairs or replacements caused by misuse, abuse, or mistreatment of the covered appliance. On March 7, 2023, Armis informed the customer that the claim was denied because the initial cause of failure, resulting in the current claimed repair, was due to misuse of the washing machine.
  
  Armis Home Claims Supervisor (***), reviewed the claim and the estimate for repairs from the **. The *** determined that the claim had been adjudicated correctly. The lack of damage to the washing machines suspension indicates that the impact between the tub and the inner cabinet was caused by excessive weight in the tub, which was a result of the customer misusing the washing machine.
  
  With that being said, Armis is willing to resolve this dispute amicably and offers to instruct the seller of the *** to cancel the *** and refund to the customer all payments made for the ***. This offer must be accepted within seven days of the filing of this response, or the offer will be null and void. The customer should provide their response 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.