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:12/01/2022

  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.

  sEPT. 2022. rEFRIFERATOR BROKE IN ICE MAKING. ******* COULD NOT FIX AS PART IS NO LONGER BEING MADE. ************ STATED TO LOSE COOLING, hAD TO PURCHASE NEW CHARGING SINCE ***** DID NOT SEND CHECK FOR DAMAGED REFRIGERATOR. HAVE BEEN TRYING TO OBTAIN CHECK FROM HOME SAFE HAVING SENT ALL PAPERS REQUIRED BY THEM. SOME HAD TO BE SENT TWICE AS THEY DIDN'T RECEIVE. hAVE ***ED ALL INFO REQUIRED TO THE *** NO. THEY GAVE ME. HAVE BEEN TRYING FOR A MONTH SO FAR WITH NO SUCCESS. ALSO HAD GARAGE MISFUNCTIONS AND HAVE NOT RECEIVED,NOR HAS COMPANY OVERHEAD DOOR RECEIVED IMBURSED FEE.

  Business Response

  Date: 12/20/2022

  Thank you for bringing this to our attention. We appreciate the opportunity to respond and assist you in the resolution of this matter.
  
  While HomeSafe is the marketer, Armis is the administrator and has FULL authority over repair procedures, approvals, denials and payments. We have reviewed ****** claim notes and found the following:

  
  Armis is waiting on a receipt for further review. They have not received any fax from the customer. An Armis representative had gone over other ways they can receive information to get this claim going for the customer.******** had then called on December 08, 2022 to inquire on the status of her claim; she mentions that she sent an invoice through the mail on December 02,2022. Customer was last advised on December 17, 2022 that the invoice has not been received and therefore the status of her claim remains pending. Please contact Armis directly if you have any questions or concerns about a past or current claim. You can reach Armis at ************** or by email at *****************************.

  Customer Answer

  Date: 12/22/2022

   
  Complaint: 18446723
  I am rejecting this response because: business is lying.  I sent 3 fax's with all info asked for & they keep saying they never received.  Sent all info again in U>S> mail & they say they never received that either.  I guess the next step for me to take legally.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:10/29/2022

  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.

  Have been paying ***** monthly for over two years for the agreement and never used it. On my first occasion to use the contract I was routed to a claims agent who told me (contrary to what is in the contract) that they don't provide repair service and that I should find a repair service for my Electrolux range. I called again to cancel the contract and was told that they would find me someone. that could come the following Monday. Never showed. up. I have been without a stove now for about a month. **************** is abysmal and this company owes me an explanation and restitution for being unable to assist me with my range repair ..something I have paid two years into on a monthly basis. Accordingly I have had to purchase a new stove and it will be installed next week. Have messaged the company and no response. Horrible Horrible

  Business Response

  Date: 12/20/2022

  Thank you for bringing this to our attention. We appreciate the opportunity to respond and assist you in the resolution of this matter.
  
  Customer filed a claim on October 03, 2022 with ***** and was advised on the information needed to proceed with the claim. HomeSafe then received a request to search for a service provider for the customer. That same day, a ********************** representative had reached out to the customer with the service providers information the scheduling is handled between the service provider and the customer.  ********************** received a call from the customer on October 07, 2022 saying he hadnt heard from the service provider about scheduling. The customer service representative had then reached out to the service provider and was told the service provider could go to the customers home that following Monday. HomeSafe and Armis have no further records of the customer or service provider reaching out. A HomeSafe representative has reached out to the customer with no answer and the claim remains pending. Please contact Armis directly if you have any questions or concerns about a past or current claim at ************** or by email at ******************************

  Customer Answer

  Date: 12/21/2022

   
  Complaint: 18332146
  
  I am rejecting this response because:
  On the Monday in question the repair service made no attempt to contact me or visit my home to start repair.  I reported this back to the business with no reply.  I ended up having to purchase a new range.  So once again the provider has failed.
  Sincerely,
  
  *********************

  Business Response

  Date: 02/22/2023

  HomeSafe received no further communication regarding this particular claim after speaking with customer on 10/07/2022.

  Customer Answer

  Date: 02/28/2023

   
  Complaint: 18332146
  
  I am rejecting this response because:  Spoke with them many times regarding a service appointment.  No one ever came to repair my stove.  NO followup on their part.  Went without a stove for 2 months.  Abysmal at best.  A horrible company that ripped me off big time.  I ended up spending ******* on a new stove.  Go figure.   
  
  Sincerely,
  
  *********************

  Business Response

  Date: 09/21/2023

   

  In an effort to resolve this matter, ********* will refund your last 18 payments upon execution of a Settlement Agreement and Release. Please allow 10 days to draft the Agreement and we will email the Agreement to you for your electronic signature. 

  Client Relations

• Initial Complaint

  Date:09/24/2022

  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 claim for ** heating coil replacement was denied due to rust and corrosion.Per my licensed ** contractor, the cause of failure was a restriction in the coil.Per Home Safe's contact, ** exclusion of coverage is failure cause DUE to rust and corrosion, NOT the presence of rust and corrosion. Rust on ** coil is usual, confined to the metal parts that support the coil and have no bearing on whether the coil is leaking or not. Rust will be a normal sign of age of the coil, and can be present weeks after the install and be present for many years, having no inpact on performance.Rust can cause a leak, my coil was NOT leaking, it had a RESTRICTION.In July, Home Safe approved the replacement of my ** capacitor. The bad capacitor caused the ** line to freeze, restricting air flow. Once the capacitor was replaced, the unit did not fully cool the home. A system flow check was performed by a licensed ** contractor which identified the restriction in the coil and recommended replacement to ensure full operation of my ** unit.Home Safe markets and sells itself as a full service home warrenty, using Armis to administor its claims.Home Safe acknowledges Armis's deceptive practice of using signs of rust and corrosion to deny claims, which is contrary to its contract exclusion, failure cause DUE to rust and corrosion, not signs of it.Home Safe sold me on the peace of mind of having coverage, but uses Armis to interpret rather allowing a licensed contractor to diagnose. Armis did not allow either verbal or written communication from the contractor stating cause.Based on Home Safe's contact and knowledge of Armis practice of immediate denal of ** claims where rust is present, I seek to have Home Safe advocate to resolve this manor by honoring it's commitment of coverage when exclusion do not apply.The presence of rust and corrosion was not the cause of failure, it was a restriction in the coil.Per ** contractor, a restriction was in my coil, causing limited air flow.

  Business Response

  Date: 10/03/2022

  Thank you for  bringing this to our attention. We appreciate the opportunity to respond and assist you in the resolution of this matter.

  
  
  While HomeSafe is the marketer, Armis is the administrator and has FULL authority over repair procedures, approvals, denials and payments. We have reviewed ****** claim notes and found the following:

  
  
  The service provider states on the invoice that the unit was NINE pounds low on refrigerant, indicating a leak. The service provider doesnt confirm an actual cause of failure. The customers pictures show heavy rust and corrosion all over the coil. Customer was requested to send in more pictures so we can verify coverage otherwise but the customer had the part replaced already with no prior authorization (the policy indicates that no claims will be paid without prior authorization). Armis even contacted the service provider to get an alternative diagnosis and to see if there were any other pictures/information available. Armis was unable to get any further information to determine a different outcome of coverage.
  

  
  

  Customer Answer

  Date: 10/03/2022

   
  Complaint: 18119643
  
  I am rejecting this response because:

  Armis called me directly within two hours of the submission for authorization stating the denial was due to rust and corrosion.  At that time, nor any other time did they request additional pictures from me or the service provider (there will be no record of that request).

  The original invoice did not state cause, the adjuster stated denial based on the image showing rust.

  The service provider gave verbal and written communication stating the cause. Six business days later Armis, for the first time asked for additional pictures. At that point no pictures were provided (the extreme delay in their communication is also evident in the two week response to the original BBB response.

  Although Home Safe allows Armis full authority,  they understood the inaccurate determination and their unreasonable delay tactics. 

  It was determined by Armis, based solely on a single  picture that rust and corrosion was the cause of failure, with no attempt or request for  further information. Upon rejection,  no request was made for additional pictures. 
  A written communication is on file stating cause, additional pictures would never have shown a restriction,  only a test that was used to determine the failure. Image of rust and corrosion was used for the denial, not technical facts.
  Sincerely,

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

  Customer Answer

  Date: 10/07/2022

  Armis called me after two hours of the submission for authorization stating the denial was due to rust and corrosion.  At that time, nor any other time during the repair did Armis request additional pictures from me or the service provider (there will be no record of that request).
  

  The original invoice did not state cause, the adjuster stated the denial was based on the image submitted showed rust and corrosion.
  

  The service provider gave verbal and written communication stating the cause, restriction in the ** line. Six business days later Armis, during my escalation for review, for the first time,  Armis  asked for additional pictures. At that point additional pictures were not available (the extreme delay in their communication is also evident in the two week response to the original BBB submission.  
  

  Although Home Safe allows Armis full authority,  per Home Safe's **************************** they understood the inaccurate determination and their unreasonable delay tactics, they too escalated the issue.
  

  A written communication is on file stating cause, additional pictures would never have shown a restriction,  It was a technical test of my line that determined a restriction in my line.
  As a direct result of the coil replacement,  freon was extracted as part of the replacement to ensure the entire lines integrity,  thus requiring freon to be added back into the system during the repair.
  

  July's compressor replacement indicates no freon issues, just a frozen line.  Due to the restriction, my ** unit failed to properly cool the home to the proper temperature.  Rust and corrosion would have caused a leak and complete failure, my unit was not leaking or lacking freon.
  

  Sincerely,
  

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

  
  

  Business Response

  Date: 10/21/2022

  After a review of your file, we see that there is currently a claim under review.  Please contact Armis directly if you have any questions or concerns about a past or current claim. You can reach Armis at ************ or by email at *****************************.

  
  Worth noting, ****************** has had $2,755.94 in paid claims under his HomeSafe contract, to date.
  
  

  
  

• Initial Complaint

  Date:07/22/2022

  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.

  Home Safe out of ******, ** keeps calling my father about a "past due policy". He never signed up with him and has asked repeatedly to be taken off their calling list. My concern is they call elderly people about a "past due policy" and collect money for policies that do not exist until they collect the money and create a new policy.I need Home Safe to stop calling my father and soliciting money.***************************** ************

  Business Response

  Date: 08/15/2022

  Thank you for bringing this to our attention. We appreciate the opportunity to respond and assist you in the resolution of this matter.

   

  HomeSafe does not solicit business in such a way. We have no contacts with the information provided.

   

  Kind Regards,

  Client Relations