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:06/13/2025

  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.

  See attachment for full complaint details.

  Business Response

  Date: 06/18/2025

  Thank you for bringing this to our attention.

  We have reviewed your file and do not see any cancelations requested prior to your request on May 23, 2025.

  We have recorded phone calls of you updating your payment method as well as authorizing payments.

  All the calls were reviewed and there was no mention of cancelation till May 23, 2025.

  Based on the review of prior claims the policy has paid out more in claims than you have into the policy.

  HomeSafe has no contractual obligation to refund you as there was no prior cancelation request as well as we have paid out more than you have into the policy.

  We cancelled you contract as you had requested on May 23, 2025. 

  We consider this matter closed. 

   

  Client Relations. 

  Customer Answer

  Date: 06/18/2025

   
  
  Complaint: 23465671
  
  
  
  I am rejecting this response because:
   Yes, on paper, it all looks to be on the “up-and-up.” However, holding on to the policy was due to the claims assessors making it feel like there would be a reversal of decision. I believed the company was going to stand by the services advertised and that I would receive compensation for parts covered that failed, due to no fault of my own. These things happen with material objects, and I thought this insurance was giving me peace of mind. Rather, when something went awry, efforts toward utilizing said service has only resulted in more headache and hassle than would have from simply dealing with the issue myself. If I were not led to believe that Homesafe were going to make things right, I would have never entered in to a contract with them, and most certainly would have had my service cancelled the same day I was made aware of it. Instead, I was strung along and led to believe they would be doing the right thing and helping me in my emergency time of need. 
  
  
  Sincerely,
  
  
  
  Dana Polchowski Senior

• Initial Complaint

  Date:05/29/2025

  Type:Order 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 05/20/2025 I received a letter from HomeSafe addressed to my Mom who past away at 97 years old in 2021. I am the executor of her estate.- She has NEVER occupied the home the letter was sent to. - The letter contained "IMMEDIATE RESPONSE REQUESTED" several times, "IMPORTANT NOTICE," a "Home ID" number, a Respond-by-Date, and other very alarming and ominous language in bold letters and capitalized.- It warned my Mom that "Our records indicated you HAVE NOT CONTACTED us yet to get your ************ Agreement - My Mother used to receive this type of solicitation regularly & she would contact me very alarmed. The letter is DESIGNED to alarm the recipient and I believe it to be targeting seniors.- I'd like to report this type of marketing as Senior Abuse and ask them to *************** perhaps preventing other seniors from experiencing the *************** my Mom experienced.

  Business Response

  Date: 05/30/2025

  Thank you for bringing this to our attention.

  We have put this file on the do not contact list.

  Please, allow 5 to 7 days for this to filter out of the system.

  Client Relations. 

  Customer Answer

  Date: 06/06/2025

  Satisfactory reply.
  Thank you BBB.
  *** *********

• Initial Complaint

  Date:05/24/2025

  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 received a letter in the mail from HomeSafe ********************** and it read as an important notice with immediate response requested immediately. Acting in deceptive practices to gain clients.

  Business Response

  Date: 05/27/2025

  We have taken you off the mailing list.

  Please allow 7 to 10 business days to filter you off the list.

   

  Client Relations.

   

• Initial Complaint

  Date:05/22/2025

  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 am not a customer of **********************. However, I do get mail from them. Mail sent to my address bearing the name of my wife's ex husband, who we have never informed of our address. This is very concerning because we have no idea if HomeSafe used information we never gave them or consented to them having to provide the ex husband with our home address. I would like to know through what means they got our information, how long they have been spying on us for, and whether or not they are giving out our address to people. I won't be happy with any response because this shady company violated our privacy and safety, just to solicit us.

  Business Response

  Date: 05/23/2025

  Thank you for bringing this to our attention.

  Please, email us the customer id on the letter or a copy of the mailer so we may remove you from our list.

  Our email is ********************************************************************.

   

  Client Relations. 

• Initial Complaint

  Date:05/22/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have written letters and have tried to contact a supervisor, a manager, or someone who can assist me with my claim. I am being avoided and have not received the proper consideration or compensation to my existing complaint dispute. I was told that someone would call me in twenty-four (24) to forty-eight (48) hours, a call I have not yet received. I have not been compensated or given a solution/recommendation to this unprofessional, disrespectful standard of service being rendered by this company/service/business. My claim has not been properly resolved. If this cannot be handled between the business and I, as our contract recommended, I demand that arbitration proceedings take place and begin before a single arbitrator.

  Business Response

  Date: 05/28/2025

  Thank you for bringing this to our attention.

  HomeSafe requested that Armis the Administrator of your ************ Contract have a Sr ***** Claims Specialist examine your claim based on the complaint you have provided. The results of this investigation indicate that the claim was adjudicated correctly according to the specific terms and exclusions of the ************ Contract.  Armis cannot extend coverage nor reimburse you the service fee for failures that are not eligible for coverage under your contract terms. It was also found that there were multiple improper installs reported with your system. For example there was no filter and the evaporator coil was reported to be in poor condition. This is not mechanical failure therefore this denial will stand. HomeSafe has no contractual obligation to refund any premiums. We consider this matter closed.

   

  Client Relations. 

  Customer Answer

  Date: 06/01/2025

  
  Complaint: 23364658
  
  I am rejecting this response because:

  
  You conveniently sent a third-party serviceman at my expense, but failed to mention the $100 service charge, which caused him to refuse to complete a diagnosis. I was not informed by your company of any $100.00 service charge that would be required beforehand, and since I was not prepared to pay any additional service charges at the time, I did not give the serviceman that payment. When the request for service was denied, it was told to me that my $100.00 service fee should be returned (which was paid in full by me), and when service is accepted, you would return my $100.00 and pay the remaining balance of work agreed upon. You reneged after I made payment to this company you referred to me, and immediately produced a reason not to pay the service required without reimbursing my refund I paid in full. This is deceitful and a deceptive business practice. 

  
  Why would I pay you monthly fees for almost 9 months, and also pay a $100.00 service fee by a phone book service that you randomly chose without my approval, and become liable for services not rendered? Fraudulent reasoning suspected. This is only one of several claims that is submitted by you as a reference to these misleading claims of services, as you also did not render proper services for my very first claim. I paid monthly services in the amount of $100.00 and $65.00 monthly for approximately 9 months. When I requested service for a water line that needed washer and three screws replaced (which has never been serviced or replaced and is totally covered by my warranty with HomeSafe), you denied three different plumbing services that you referred to me. I was first told that the problem would be taken care of and that the warranty was good and would cover the total cost. I received three visits from three different service companies, some of which told me that HomeSafe would not pay the service amount required for their labor, and that no one is going to accept the $250.00 total maximum rate that HomeSafe is offering to pay or consider any other offers. 

  
  Then I received a phone call stating that along with my warranty fully covered, I would have to give each service person who arrived $100.00 to just look (no service), and I would be reimbursed. I have not yet received any services for which I am covered, as you try to escape responsibility by terminating my account and services. I was told that a deductible of $65.00 would be given to each service person that arrived, because no service person would accept or agree to your maximum rate payout of $250.00. Then I was told that a service charge of $100.00 would be charged and I would be refunded. No services have been rendered to my plumbing (as is covered by HomeSafe warranty), while trying to terminate coverage due to the price average coverage amount by third party service companies you provided.

  
  I also submitted a claim for my stove, in which I was told the oven light not coming on means the pilot would have to be relighted. Again, my deductible of $65.00 turns out to be a third party service charge of $100.00 to a service person which was approved and I would be reimbursed. What obligation do you uphold? I pay service fees on every claim submitted and the monthly fee. 
  
  
  Sincerely,
  
  ***** *******

  
  

  Business Response

  Date: 06/16/2025

  As previously stated HomeSafe has no contractual obligation to refund or reimburse for claims that are not eligible for coverage. 
  You had filed 4 claims during the time you have had your contract 3 of which were denied as they were not eligible for coverage under your contract terms. 
  Your administrator Armis as well as HomeSafe has covered what we are contractually obligated to cover.
  We are sorry that you do not agree with the adjudications per the contract you purchased. 
  We stand by our adjudications and will not change the claim decision. 
  HomeSafe sends every customer a copy of their contract upon purchase. The contract specifically states coverable items as well as exclusions. Our sales representatives encourage you to review the contract and if there were any questions to reach out. 
  Although there is no refund due, in efforts to resolve this matter HomeSafe will refund your policy in full MINUS claims paid upon a signed settlement release agreement . If you wish to accept this offer please email ******************************************************************** so we may draft the agreement and send it to you via email for your electrotonic signature. 
  
  Client Relations. 
  

• Initial Complaint

  Date:04/17/2025

  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.

  Received a phone call from homesafe about home warranty. Told the guy no several times but he kept insisting. Said he would be able to get the payments to $37/month. I finally caved and said yes to that. That was March 6th 2025. First month payment they took was $48 but I was unaware since it was my wifes credit card that was billed. Finally got my contract booklet on April 15th. Realized that the booklet said my monthly payments were now $73/month. Checked the credit card and sure enough they took more than agreed upon on the first and second month payment. They then tried saying the first month payment was an intro payment which they guy on the phone made no mention of. I called on the 16th and to cancel and they refused to reimburse me for the amounts that were not agreed upon. This company is a scam, they lie and deceive. Heavily advise not to do business with them.

  Business Response

  Date: 04/18/2025

  Thank you for bringing this to our attention.

  We have refunded your policy as well as made sure the account has been cancelled.

  Please, allow 3 to 7 business days before seeing the refund back into your account. 

   

  Client Relations. 

  Customer Answer

  Date: 04/24/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:04/02/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My home warranty company Homesafe charges me a fee monthly of $69.00 to provide a warranty on appliances. I have never used this warranty until march2025 for a repair. They sent ***** out to repair my washer they charged me ***** deductible for service rendered. They looked at my machine for approximately 5 minutes and contacted Homesafe for approval. ***** requires you be available 8-5.***** couldnt come out on Monday the parts werent available. However on Tuesday ***** decided to not come out due to unforeseen circumstances I asked Homesafe to get me a different vendor they told me it would cost me another deductible. I feel this is fraud due to the fact that ***** didnt fix my washer. I am unavailable three weeks from now for 8-5 appointment I am disabled and have many Dr. ************ I am however available for a two hour window for an appointment. Homesafe doesnt care. I canceled their services all I want is my monthly fee and deductible back. I will get my washer fixed elsewhere.

  Business Response

  Date: 04/07/2025

  Thank you for bringing this to our attention.

  As noted on the first three pages of your Protection Plan, Armis is the administrator of your home service contract and has FULL authority over repair procedures, approvals, denials and payments.  We have contacted them to obtain information referenced in your complaint. Upon further review it was found that you were not able to be available for when the service provider would be coming by to make the necessary repairs. There is not anything Armis nor Homesafe can do to change the time of arrival of the service provider as they run on a service route. The customer MUST be home to let the service provider in so the repair can be completed. If you are unable or unwilling to be available for the repair to be completed  there is nothing we nor the Administrator can do to get this resolved. Nothing further will be authorized. If you do find the availability for the repair to be completed as it was authorized to be done please contact claims at ************.

   

  Client Relations. 

  Customer Answer

  Date: 04/08/2025

   
  Complaint: 23152469
  
  I am rejecting this response because: I was home the three times ***** was supposed to come, however ***** cancelled twice and on the 3rd time I was trying to reach the claims department to no avail so ***** left. I am disabled and cant sit/stand up for 9 hours waiting for them to hopefully show up.  When ***** came yesterday they wanted additional money per armis $35.00 I told them no my contract states ***** I am at a loss.  The only way this is fixed is send ***** back out on Friday the 11th without additional money due and make sure they are able to fix washer immediately 
  
  Sincerely,
  
  S ******** *******

  Business Response

  Date: 04/18/2025

  A Sr. ***** Claims specialist will be reaching out to you via phone today to discuss further options available. 

   

  Client Relations. 

• Initial Complaint

  Date:03/30/2025

  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.

  Home Safe with the contractor Armis changing the rules on a spot according to the companys needs with the goal not to pay. The provider/contractor ************ on March 11, 2025 that I hired from the Thumbtack that was recommended by the Armis Home when filing the claim online charged $89 and issued the repair bill of $600 and did nothing, spending about 10 min at my place. After I decided to get the new stove since the prognosis of the safety were not that good, the adjuster told me that I must pay the first provider additional $60 to get to $150 deductibles regardless. Then I hire another provider to get a second opinion. The adjuster (******) stated that I can hire any provider. I found the largest provider in the area the **************** Repair. This time I paid $136 for the visit and the estimate was $1,645.10. The technician found thatthe top and the burner must be replaced first to fix the stove. So, I sent all the ***** inspection receipts to the Armis Home. The adjuster called in three days and declared that they do not use ***** appliances repair (Yet, she said that I can hire any contractor). that she has only the bill for the repair, which is not sufficient for the Armis Home. Yet, the provider left the massage technician ID ******* Shut down during self-clean. Thermal limit opened. Top needs to come off to access. The phone of the department was also provided by me Also, she said that the $136 for the visit cannot be considered deductibles.The supervisor called in four days that declared that I must pay $1,645.10, so the additional diagnosis can be done. As I said I am going to buy a new stove due to the unsafe situation where even the screws got melted. All I asked is to pay me like for repair. She said that this is my problem.

  Business Response

  Date: 04/02/2025

  An ***** Sr ****** Specialist has reached out to you via other channels and has resolved this matter.

   

  Client Relations. 

   

  Customer Answer

  Date: 04/02/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:02/22/2025

  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.

  Ive had surgery that requires showers to keep the area clean therefore more towels are needed. First, the technician should diagnose and contact Home Warranty. There assumptions before doing are unwarranted and not needed.just repair it. On02/16/2025, my washer suspension went out and this HomeSafe sends out inexperience new technicians. After the claim is filed, another department calls form the service fee then ask for 3 different appointment times so they can select from. The technicians appears 3 days later, make assumptions then start taking pictures to send in the HomeSafe. It may take over 2-3 days before a decision made to repair the washer. If it is approved, the technician comes back to repair. By this time its been more than a week when the technician had the part once diagnosed. The department that approves the repair does not work on the weekend so the customer is inconvenienced. Appliances and services does not have schedule to breakdown so there should be someone working the repairs approvals. I am going into 2 weeks for a simple washer suspension repair.

  Customer Answer

  Date: 02/25/2025

  On 02/17/2025, I requested service for my washer and waited over 3 days because they wanted $65.00 service fee first. I paid the $65.00 and provided 3 times for an appointment. Due to no dirty clothes hamper, I placed the dirty laundry in the washer waiting for repair. Finally, 02/24/2025, I called to for an approval update but had to wait for someone to return my call. I received a call from Homesafe with an approval that evening. On 02/25/2025, spoke to someone name shaylin in approval department in ehich she was very demeaning, rude and unprofessional. I explained about my neck and back surgery so I could not go to a Washteria to wash clothes. She very indifferent with a So attitude. I asked if there was someone else they could send because waiting for all the unnecessary steps for a service inconvenience the customer. The approval representative did not care and wanted to start service all over again. This is going 2 week for a service I pay for and not worth the aggravation Armis Homesafe causes.

  
  

  Business Response

  Date: 03/03/2025

  Thank you for bringing this to our attention. 

  As noted on the first three pages of your Protection Plan, Armis is the administrator of your home service contract and has FULL authority over repair procedures, approvals, denials and payments.  We have contacted them to obtain information referenced in your complaint. Upon further review your claim was approved and the repair has been completed. There is nothing further that will be done as the claim has been paid out. If you wish disclose any further information you may contact Armis at ************.

  Client Relations.

  Customer Answer

  Date: 03/04/2025

   
  Complaint: 22977055
  
  I am rejecting this response because: approvals and repair timeframes are unreasonable. I had to wait 3 days for your repairman, 3 days for approval once diagnostics are submitted then another 2-3 days for repairman to comeback for the repair. I am in the process of finding another Home Warranty company.
  
  Sincerely,
  
  ****** *********

• Initial Complaint

  Date:02/20/2025

  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 problem is related to work orders # SR****** AND #SR225266.We contacted HomeSafe in October 2024 initially for a leak in the master bathroom's tub faucet and toilet, and a leak in the faucet in the guest bathroom They called us back and said they could not find anyone to come out and they would pay us $150.00 to find someone. We called Tiger plumbing who came out and inspected the problem. When they came out to work on the original work order (SR#******), as we entered the basement we were greeted with water coming from the ceiling and in the mechanical room flooded with 2 inches of water on the floor. HomeSafe was immediately contacted and apprised of the current situation. Tiger was here and told them (HomeSafe) we had an emergency in the basement and what was found. The sewage ejector pump was not operating. HomeSafe created another order number and asked us to get an estimate from Tiger. Tiger said the work would cost $1707.00 and HomeSafe okayed the work. We emailed them the written estimate from Tiger.Tiger removed and replaced the pump that day and I paid Tiger on my **************** card. I paid $1707.00.HomeSafe has not reimbursed us for the repair saying they need a report from Tiger that indicated that the pump needed replacement. Since then we have been calling Tiger and HomeSafe to resolve this dispute with no resolve. HomeSafe sent us the $150.00 they promised for finding a plumber.

  Business Response

  Date: 02/26/2025

  Thank you for bringing this to our attention. 

  As noted on the first three pages of your Protection Plan, Armis is the administrator of your home service contract and has FULL authority over repair procedures, approvals, denials and payments.  We have contacted them to obtain information referenced in your complaint. Upon further review it was found that claim SR225266 was resolved and a check was issued. Claim SR178219 was denied due to corrosion showing to be the cause of failure in the images received via the service provider. Corrosion is an exclusion per the contract terms of your home service contract. The adjudication was done correctly per the terms of the contract and the claim will remain denied. 

  Client Relations.