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:02/03/2025

  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 submitted a claim to have a built-in microwave repaired. Homesafe told me both at the time of filing the claim that I would pay whatever the service tech charged and they would reimburse the difference between the total and the deductable $121.33 / $65.00 They referred Appliance Repair ***************** of Federal Way WA. The tech arrived 1/20/2025. He did not even look at the appliance before telling me it could not be repaired. They also told me I would be reimbursed for the cost over the ************** I am being told by HomeSafe that the claim in not covered since the microwave is classifie as a countertop microvave even though ********** sells it as both and sells a kit to build it in.They will not refund the cost over the deductable because they say it's not a covered appliance.Again, the service tech did not even look at it or attempt to turn it on before saying it was not repairable.I have since found that it is a common issue and was easily repaired with a $45 part.I have cancelled this contract as of today. I had terrible customer service, being transferred 3 times and placed on hold. Cancellation Confirmation HHP8317167.I don't expect I will see a refund as this company appears to have highly enethical business practices. I hope my situation prevents someone else from being ripped off.

  Business Response

  Date: 02/05/2025

  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 the claim was adjudicated correctly per the terms of your contract. The microwave is considered a countertop unit which is not covered. You were advised that the reimbursement for the service fee less the deductible would only be reimbursed if the claim was authorized/ eligible.  The claim was not eligible for coverage, therefore no reimbursement will be provided. 

  Nevertheless, in efforts to resolve this matter HomeSafe will refund you 2 monthly payments upon execution of a Settlement Agreement and Release. Please, email ****************************************** if you wish to accept this offer and we will draft the Agreement and email it to you for your electronic signature. 

   

  Client Relations. 

   

• Initial Complaint

  Date:01/24/2025

  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.

  High pressure telemarketing agent convinced my 96 year old mother (who was diagnosed with advanced dementia two years ago) to provide her credit card information so they could charge her automatically for a home warranty she does not need nor understand. Her financial affairs are managed by a *************** was advised of the problem in December 2024. The company was advised of the problem and their agents refused to terminate the contract. Their agents are continuing to call to dun her for payment. This vendor was blocked from further payments and has been engaging in elder abuse and intimidation by continuing to contact her by phone demanding credit card information to restart payments. Due to their unwillingness to properly respond to the situation, a formal complaint is being filed with the ******************************* and the appropriate elder abuse authorities.

  Business Response

  Date: 01/27/2025

  Based on the information provided we are unable to locate a file.

  Please, email ****************************************** with a contract number so we may further assist you.

   

  Client Relations. 

  Customer Answer

  Date: 01/27/2025

   
  Complaint: 22855241
  
  I am rejecting this response because:

  There is no way to retrieve a contract number as you contracted with a dementia patient who has no memory of anything beyond 2-3 minutes.  She is unable to retain paper records if any kind.  Assuming your response is not just a stalling tactic, the subject address is ****************************************************************************  You should be able to retrieve the contract info from your own records.

  
  Sincerely,
  
  ****** ******, TTEE

  Customer Answer

  Date: 01/31/2025

  As previously related to your agents, one of your phone telemarketers sold a contract to a 96 year old dementia patient.  In the BBB complaint you issued a standard, "we need a contract number" response.  That is not going to be available because the patient with whom your agent dealt does not have a memory that extends even to the length of a phone call.  She is also incapable of maintaining any paper records of any kind.  For research purposes, your customer of record is:

   

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

  7 ******** **

  **************, **

   

  The telemarketers mistake was pointed out to one of your phone agents in December and they refused to take any steps to close out the account.  We expect for you to promptly act on this case and we will close our BBB complaint.  ************ has been blocked from any further payments from Mrs. ********** accounts.  

   

  If you decline to act properly to resolve the complaint, the next steps will be to contact both ** and NC state elder fraud authorities with a description of your actions and inactions and to also advise the state attorney general office of both states.  It would appear that the least onerous path forward for your firm is to cancel Mrs. ********** contract and make certain that her name and phone number is entered into your DNC list.

   

  Sincerely,

   

  ****** A ******, III TTEE

  ******* ******** Trust

   

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

  Business Response

  Date: 02/04/2025

  We have been informed by the legal department that this matter has been taken care of as well as a full refund. 

   

  Client Relations. 

• Initial Complaint

  Date:01/16/2025

  Type:Sales and Advertising 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.

  Please ask this company to remove me and any affiliates from their mailing list. I am not interested in anything they have to offer.

  Business Response

  Date: 01/16/2025

  Thank you for bringing this to our attention.

  We have removed you from our mailing list.

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

  Client Relations.

  Customer Answer

  Date: 02/03/2025

   
  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:01/08/2025

  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 purchased a home warranty through Home Safe in December 2023 after a successful call with my car warranty company Car Shield as I remember. I was told I would receive my contract in the mail but it was never received. Also, I never received it in my email either as they had the incorrect email in their system. My wife had purchased a warranty through another company during the course of the year and we had been using that warranty for any issues that arose as I forgot about the warranty I had purchased as it was on auto draft from my account. Around September or October is when I first remember I had a warranty when I received a phone call about my warranty payment being late or the account being past due. I was at the airport and getting on a plane and wasn't able to write down the name of the company. I provided the information to them as we had been having problems with the other company with some claims that repair companies had fumbled attempt after attempt. I told my wife to just cancel the other warranty at that time and we would use the new company. However, I was unable to retrieve the company name and they still had not sent me an email of the payment or deactivation of my contract as they had the wrong email even though it was provided very slowly and carefully over the phone several times. Today I was working on my 2024 taxes and saw the company on my bank statements along with the phone number so I called them about coverage for the last claim we had with the other company. Once they sent me to claims it was immediately denied as they said they could not be secondary coverage. I asked how would they determine they were secondary and not primary without knowing dates. They said anytime it's another company they are secondary. I told them I would in that case like a refund for my payments and premiums as they should not be entitled to any payments under the contract if they were not going to cover any claims for this reason. I am due refund.

  Business Response

  Date: 01/14/2025

  Thank you for bringing this to our attention.

  Upon further review this claim was denied due to you previously filing a claim on the dishwasher, we never received a failure date and the dishwasher was replaced without prior authorization. This particular claim was and will remain denied. This does not mean that future claims would be denied. 

  HomeSafe has no contractual obligation to refund you as you have exceeded your refund period significantly. You had filed the dishwasher claim on 1/8/25, since then you have cancelled the policy. We have refunded you one monthly payment since you cancelled during the renewal period. Please, allow up to 7 business days to see the refund. 

  HomeSafe considers this matter closed. 

   

  Client Relatations.

   

  Customer Answer

  Date: 01/14/2025

   
  Complaint: 22786280
  
  I am rejecting this response because: the reason now presented as the reason for claim denial is a contrived and manufactured reason presented by a supervisor only after I requested a refund based on the blanket denial reason provided by 2 earlier representatives.  This is being done in bad faith in order to retain payments for a policy that I was told by 2 representatives would be denied based on HomeSafe deeming itself to be secondary coverage.  The recorded calls need to be uploaded and presented for review as these calls will clearly prove my argument.  I am requesting that the original calls be uploaded for review.  These statements were legally binding denial reasons and any subsequent reasoning presented in order to deny my refund is self-serving and fabricated after claim denial by individuals who either had express or implied authority to communicate those decisions based on the established claim process for this company.  
  
  Furthermore, notwithstanding the factual argument at hand.  I further argue that refund is due and required as a matter of law under principle of double indemnity and collateral source rule under state of Mississippi insurance law as ruled in ****** v. ************************************** an Oklahoma case.  
  

  Just as I could not have been double paid under both warranties, the obligation, in this instance, Car Shield/HomeSafe is not entitled to unjustly enrich themselves under the terms and conditions they unilaterally imposed and enforced under this aleatory contract of adhesion (take it or leave it) agreement.

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

  Business Response

  Date: 01/27/2025

  The claim decision will remain denied and nothing further will be authorized.

  Nevertheless, in efforts to resolve this matter HomeSafe will refund your monthly payments in full upon execution of a signed settlement and release agreement. If you wish to accept this offer please email ******************************************* Once we have received your agreeance we will draft the agreement and send to your email for your electronic signature. 

  Client Relations. 

  Customer Answer

  Date: 01/27/2025

   
  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:01/07/2025

  Type:Customer Service 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 are a scam company trying to get me to extend my warranty on my rental property that i don't own. They should be busted for mail fraud for sending out these scams via the post office. When i call they say they will take my name out of their system but i know better.

  Business Response

  Date: 01/08/2025

  Thank you for bringing this to our attention.

  We have removed you from our mailing list.

  You should not be receiving any further correspondence. 

   

  Client Relations. 

• Initial Complaint

  Date:12/23/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The event was 12.18.2024. We had an emergency water leak inside our kitchen and bathroom wall. We called HomeSafe (HS), and they didn't have a contractor. We were told to call a contractor. We did, the plumber came out right away and fixed the pipe. The plumber talked to HS and did a great job explaining the issue. They denied the claim, saying that it was improper installation. My husband tried to explain the situation that the installation was fine, but some other contractor working on the house had damaged the line by drilling a s**** into it. The s**** rusted, burst, and left a broken pipe with spewing water. The plumber charged $875.00, HS paid nothing. We began with HS ******, paying ***** per month. We have paid Sept. - December.According to HS, this is a covered item. Improper installation seems to be a catch-all to keep from paying claims. Many bad reviews say the same thing. We would appreciate BBB's help in resolving these issues and having HS pay the claim that is theirs to pay. Many thanks for your assistance.

  Business Response

  Date: 12/31/2024

  Thank you for bringing your concerns to our attention and for the opportunity to respond.
  
  
  HomeSafe requested that the administrator of your ************ contract examine your claim based on the review you have provided. Based upon all available information and documentation and pursuant to the terms and exclusions of your contract, the Specialist determined the claim was adjudicated correctly according to the specific terms and exclusions of the ************ Contract.
  
  
  Upon inspection of your claim, it was discovered that a s**** had been driven into the hot water line and had promoted the hot water line to spew water. As outlined within the terms and exclusions portion of your contract, your contract does not provide coverage repairs or replacements required because of improper installations, repairs, or modifications. A more extensive list of terms and exclusions may be located within your contract. 
  
  
  HomeSafe has no contractual obligation to a refund for repairs completed improperly per the terms and exclusions of your contract. Nevertheless, as an effort to resolve this matter, HomeSafe is willing to offer a full refund of contract(s) HWF5161771 upon the execution of a signed settlement and release agreement. If you wish to accept this offer, please email ******************************************************************** and we will draft the agreement for your electronic signature. 
  
  
  Respectfully,

  Client Relations

• Initial Complaint

  Date:12/05/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been paying monthly home warrantee insurance and have filed a claim for over $5k for my septic system repairs. I have been tossed between HomeSafe and Armis with no resolutions whatsoever. I've been told HomeSafe has no control over decisions, even though they charge my **************** card every month, and Armis continually makes excuses for not responding or calling me back. The phone staff is obnoxious and rude, and have told me they are not required to pay the maximum amount, and instead can pay lower amounts if they want. I followed all of their instructions, used their approved contractor, submitted all of the receipts, and I'm out over $5,000.

  Business Response

  Date: 12/10/2024

  Thank you for bringing this to our attention.

  HomeSafe requested that the Administrator of your ************ Contract examine your claim based on the review you have provided. The Administrator has informed us that they have reached out to you directly to resolve this matter. ***** has also informed you of the authorized repair as well as the amount. A paid invoice will be required to move forward with your claim. Please, contact them directly at ************. 

   

  Client Relations 

• Initial Complaint

  Date:10/30/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of Transaction: September 9, 2024 Amount of money paid to the business:$3,997.71 out of pocket the electric service company, ******************************, Remodulation and ************ What the business committed to provide you: The statement below is from the HomeSafe company when I paid for the service:***** *******,Congratulations on your decision to cover your home with our Total Coverage! We know that repairs around the home are expensive. That's why HomeSafe makes sure that when unexpected repairs happen, you are taken care of. Not only can you file a claim 24/7, we also provide payment for parts, labor and taxes for any covered repairs. You will receive your contract in about two weeks. In the meantime, if you have any questions please contact us at ************** Nature of Dispute: Homesafe, Armis, did not honor the coverage promised! ***** ***** came to my home on two occasions and the Armis stated they needed to speak to the service while they were at my home. ***** came back the next day and talked to them while he was at my home and they told him they would not pay for the city permit, but would pay for the parts and labor. The city permit was $500 and I was relieved that they would cover the parts and labor. I paid him upfront bedcause the circuits were breaking and a fire could start. I understandood that Armis was reimbursing me, but a few days later they told me that a decision had been made and my electrical panel was not covered! I have attached the bill from **************************************** and why my panel needed to be replaced...it may catch on fire!Did the business try to solve the problem? No, even after I filed a complaint with them! They told me it was not covered and my next step would be to file a complaint elsewhere and that's what I am doing. Please help me to get a refund!

  Business Response

  Date: 11/04/2024

  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 adjudicated correctly per the terms of your home service contract. 

  The estimate provided included upgrades of replacing the smoke detectors, meter bases, and surge protectors.  The service provider also stated that the electrical panel is not up to code and overloaded. The service provider did provide the cause of failure that the electrical panel is out of code, lights are flickering, breakers are tripping, and considers this to be a fire hazard.  The adjuster had reached out to the you where you stated the panel was overloaded.  Capacity issues and/or code regulations are not covered within the contract terms. There will not be anything authorized on this claim as the cause of failure is excluded. 

  You have exceeded the 30 day from sale refund period so therefore no refund will be issued.

  Client Relations. 

  Customer Answer

  Date: 11/11/2024

   
  Complaint: 22494383
  
  I am rejecting this response because:

  Homesafe Armis should cover all of these charges or at least 50% based on the Welcome letter i received  when I purchased this program.  I have highlighted in green what was promised in my attachment, and they should honor this period.  Also, this is an ongoing complaint and I did submit my complaint within the 30 days.  After they rejected me a second time, I was advised to seek other ways to file a complaint outside of their company and that's when I submitted a complaint to BBB.

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

  Business Response

  Date: 11/19/2024

  The adjudication of your claim will not change. 

  Please see the General Exclusions section of your contract, Paragraph 9, located on page 6 of 18 that clearly states : 

  9. Systems or appliance upgrades, or repairs or replacements required because of a. malfunction due to missing components, parts, or equipment b. malfunction due to lack of capacity in the existing system or appliance; c. malfunction due to under or oversized systems in relation to the square footage of the area being heated or cooled; d. changes in any federal, state, or local laws, regulations or ordinances, utility regulations, or building or zoning code requirements, except as otherwise specified in this CONTRACT; e. Rust, corrosion, or sediment; f. Improper installations, repairs, or modifications; or g. Mismatched systems where the indoor and outdoor units were not properly matched to each other in capacity or efficiency for proper operation. (e.g. if you buy an air conditioner, it must operate within the same specifications as your existing systems.)  We have attached a copy of your contract for your convenience and review. 

  The 30 day period mentioned in our previous response relates the time frame during which you can cancel your contract and receive a full refund. There is no time frame in which you have to file a complaint. 

  However, in an effort to resolve this matter, HomeSafe will refund last 5 payments upon execution of a Settlement Agreement.  Please email ****************************************** to accept this offer and we will email the Agreement to you for your electronic signature. 

  Client Relations

  
  

• Initial Complaint

  Date:10/25/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 10-25-24 we attempted to file a claim on our home warranty policy being that our "fireplace insert" is not working the Fireplace is not the problem it is the fan forced gas powered which merely sits inside of the fireplace enclosure. Just as a Central Air Unit with gas used for heating sits inside an enclosure which is a Closet. Numerous phone transfers between HomeSafe and Armis (Axxis?) at 8:45 am they are advising Armis (Axxis) that my claim is covered, **** with Axxis (Armis) thinks we are not covered. After discussion with my wife I called back at 9:15 and spoke with **** of Armis stated it was a "gray area"and he stated he will start a claim. Later on and on several occasions a Gentleman identified as "*****" called and said it is not covered. Our claim is to get our Fireplace insert (NOT THE FIREPLACE) repaired there is a big disconnect ( yes it is covered, no it isn"t and different conversations identifying as Armis/Axxis)Thank You *** *** and ****** ******** is Homesafe, the Adminstrator Axxis and or Armis

  Business Response

  Date: 10/31/2024

  A client relations specialist has reached out to you to get this matter resolved.

  Please, contact them at the number left on your voicemail.

  Client Relations.

   

  Customer Answer

  Date: 11/05/2024

   
  Better Business Bureau:
  
  

  We have come to a mutual understanding/resolution

   

  Thank You

• Initial Complaint

  Date:10/01/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had Home Safe warranty for 2 months and my dryer went out. It took them 10 days to get someone to come look at it and another 8 days to get it approved to get parts and then however long before company could come back out to fix it. Which probably would have been 10 more days so a total of 28 days to fix my dryer. When I was told they would be quick and they were better than these other warranties. We ended up fixing dryer ourselves and told them Id like my money back at least 1 month and she told me no cause I was approved for more but I didnt use so what does giving me a refund have to do with how much they was gonna do by Christmas.

  Business Response

  Date: 10/04/2024

  Thank you for bringing this matter 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 the claim was authorized and when the adjuster called to make you aware of the authorization they were informed that you and your husband bought a part from the used part store and replaced it yourself. 

  Per the contract in order for Armis to look at possible reimbursement a licensed service provider must have completed the repair. In this case you and your husband made the repair yourselves therefore we can not extend reimbursement. There would be no refund due.

  If you have any further questions you may contact customer service at ************.

   

  Client Relations.

  Customer Answer

  Date: 10/17/2024

  Im not complaining that they didnt offer to pay. Its the time frame. When they called offering it to me, I was told it would be done in a timely manner and it took well over 2 weeks to get approved to get parts . Thats not acceptable with a family of five to go without a dryer. 

  Business Response

  Date: 10/29/2024

  This matter has been addressed in our previous response.
  HomeSafe considers this matter closed.
  
  Client Relations. 

  Customer Answer

  Date: 10/29/2024

   
  Complaint: 22364863
  They did not do what they promised in a timely manner. I asked if they did when they called me to get me to sign up. I feel I should be refunded my money for being lied to . 
  I am rejecting this response because:
  
  Sincerely,
  
  ****** *****