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:09/15/2024

  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 need to file a complaint against my home warranty line about their unfair treatment.

  Business Response

  Date: 09/17/2024

  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 the claim is in progress but can not move forward as the adjuster has not received photos of the 3 handle valve that is stated to be leaking. 

  Armis will be reaching out to go over what is needed. If you wish to contact them first you may call them at ************.

  Client Relations.

  Customer Answer

  Date: 10/11/2024

  I am attaching the photos that I have also sent to the company regarding the damage. They have not settled with me about the complaint saying that it is still pending. They were supposed to send someone out open the wall so they could get photos of the leak and they never did. They sent someone out to open the wall and they didnt open it, due to lack of payment from the company. Home Safe are saying that I need to cover it out of pocket instead of just paying my deductible, which is what it was supposed to be.
  
  They even said they would send me the money for me to find someone but thats why I got the warranty so that they would find someone and cover the repairs.

  Business Response

  Date: 10/21/2024

  Access is not covered per the contract terms.

  Armis the administrator of your contract has been in contact with you as well as the where the claim stands.

  If you have any additional questions please contact them at ************.

  Client Relations. 

• Initial Complaint

  Date:08/30/2024

  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.

  Cancelled **ntract by USP mail on 6-19-2024 as I had started a home warranty 4-3-24 and on June my ac unit stopped working.i called and a service guy came out I gave him $65 and he went in ***** and said he would have to get ok to fix it. Well I called he said it was denied because my unit was installed wrong well that was a lie. And I called a repair ac ** and paid 200 to fix my ac it was a wire replaced on unit and I asked **uld he check out my unit in attic he said it was installed **rrectly. So I cancelled by mail and took a pic of letter I sent well this was 6-19-24 and my bank ac**unt is still getting ***** ded so I called and was told I would not get the money back. And she was very ugly until I told her I took a pic on my pH before I sent letter. She said a supervisor **uld not **me when I asked earlier and now she said a supervisor would call me in a few days . I told her to make sure she knows I have a picture of the letter. Also I had her give me a cancellation #HHP8968729 on 8-29-2024. I just want July and Aug to be reminbursed and I have read and it seems like this **mpany is scamming us elderly thinking that if anything happens it will be fixed this **mpany likes to deny claims. I will never trust these **mpanies again best to put in savings and if something happens just go and fix it yourself. At 73 I was so upset and this 37 yr old was so dang horrible and I will admit I yelled I want my money back. When I showed that I had proof of a picture of letter I sent that now can't be found she changed her tone. One upset **** in **

  Business Response

  Date: 09/03/2024

  Thank you for bringing this to our attention.

  Upon further review our records do not indicate any call of cancelation nor received any mail correspondence therefore no refund would be due. 

  Nevertheless, in efforts to resolve this matter HomeSafe will refund July and August. 

  Please, allow 5 to 10 business days to see the refund.

   

  Client Relations. 

• Initial Complaint

  Date:08/23/2024

  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.

  I had home warranty coverage with HomeSafe for more than a year at $49.45 monthly. Before I filed a claim for replacement of my built-in microwave, I called Armis, the company HomeSafe uses to settle claims to get permission to pay the service provider directly. The provider refused to try collection from HomeSafe or Armis because he said they were difficult to pay claims. I told ***** the amount of the invoice and they agreed for me to pay the provider directly. Several days later, HomeSafe called me and said the amount of the invoice was too high and that they could have gotten the microwave cheaper, therefore, they were reducing the reimbursement to me. These people were very abusive and insisted that I was lying when I told them about my previous conversation with ***** prior to paying the provider. After about an hour of arguing, I cancelled my coverage, and I recommend anyone thinking about home warranty coverage NOT using HomeSafe.

  Business Response

  Date: 08/27/2024

  HomeSafe requested that the Administrator of your ************ Contract examine your claim based on the review you have provided. The results of this investigation indicate that the claim has already been reviewed, and a response provided through other channels. If you have not received the correspondence please contact ***** at ************.

   

  Client Relations. 

  Customer Answer

  Date: 08/28/2024

   
  Complaint: 22185320
  
  I am rejecting this response because: The reasons I provided in my initial complaint.  
  
  Sincerely,
  
  *********************

  Customer Answer

  Date: 09/06/2024

  Ladies and Gentlemen:

   

  This is to acknowledge that I have reached a satisfactory resolution with HomeSafe and Armis on the above matter.  They have apologized for the methods used on the claim and issued a check for the difference in the claim and the initial settlement amount.  I feel this was an exceptionally fair manner to reconcile the claim. 

   

  I am withdrawing my initial complaint and will continue my coverage with HomeSafe.  Please show this resolution in the file referenced above. 

   

  Thank You,

   

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

  Contract #HWF4550518

  Claim #SR198965

• Initial Complaint

  Date:08/13/2024

  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.

  They called and talked to my ******************************** june of 24 and she thought they were the company we used the told her how much they needed $64.99 and started a policee. And they have been taking that amout ouut of my account since june. She thought it was AHS, and ok what sje thought was a missing payment so she ok them to take payment from my account. We did have them around 2 years ago for about 6 mo and canceled bevause they couldd not find companys in are area.

  Business Response

  Date: 08/14/2024

  Thank you for bringing this to our attention. 

  When a customer calls into inquire/ buy coverage we are to sell the service they are requesting.

  We have no way of telling age and health status as well as we cannot discriminate. 

  Since the policy was requested for cancelation recently, out of good faith HomeSafe will refund the last monthly payment.

  Please allow 3 to 5 business days to see the refund. 

  Client Relations. 

• Initial Complaint

  Date:08/13/2024

  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 filed a claim with HomeSafe for a home warranty claim at the end of July. I filed it the day our dishwasher would not drain water in the drain cycle. As soon as the loss occurred, I filed a claim online.About a day later I got a call they would have a service provider contact me. I believe on Friday August 2, 2024, ****** from ***** Appliance repair called me and asked me what my dishwasher was doing. I sent him photos and he explained the pump motor had failed and would work with HomeSafe.I heard nothing from HomeSafe so I called them on August 7th and was told they were reviewing the information. Then on August 9th I called and was told they had additional questions, put me on hold then called the service provider. I was told they should have what they need and would be contacting me with a resolution.Still not hearing anything on August 12th, I called, I was told they needed additional information - won't tell me what that is but still haven't processed. I requested a supervisor and was told someone would call back - that didn't happen in 24 hours. I was also told if I needed to repair or replace the dishwasher to do it and save my receipt. Note I also paid their service provider the $65 deductible. Then on August 13th I called, they again said they needed to "Clarify" information with the service provider. I read the contract extensively. All the exclusions, which our failure doesn't fall under. It simply went out, and under "Dishwashers" it says pump motors are covered. They are simply on a fishing expedition to find some little thing to try and deny coverage. But the simple fact is, this is a simple loss. We did a load of dishes the night before, it worked, ran dishwasher the day of the loss, and it won't drain water and the pump motor won't kick on. I ensured nothing (like food or anything else was in the bottom of the skimmer) but it still doesn't work. Please Help - this has been a nightmare.

  Business Response

  Date: 08/16/2024

  HomeSafe has requested that Armis the Administrator of your ************ Contract examine your claim based on the review you have provided. The results of this investigation indicate that the claim has already been reviewed, and a response provided through other channels. If you wish to contact them you may call them at ************.

   

  Client Relations 

• Initial Complaint

  Date:08/06/2024

  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.

  Incident occurred on 8/6/24.To whom it may concern, I am writing to dispute the denial of my claim. I was told by my claims person to get some one else to look at the shower leak because they had no one in **** that was part of the network. Therefore I called TJ Plumbing. Upon their arrival, the plumber saw where the water was coming from and stated that he was not sure if it would work, but he stated that he would try to remove the tool that had the leak. He stated that it may need an entire new shower connection, but he was not sure. He would try to save me some money. Upon completing the change, he stated that a leak had now started some where else. At that time he stated that it would need the entire shower hook up replaced.I was told by the Agent that the service was denied because of the rotted peace of pipe. The Pipe was not rotted on the outside and even with that part being rotted and replaced, it is still leaking. I am very concerned that I have not been even advised properly because the adjusters all just looked at the first note that said that the tool was rotted. I have attempted to talk to the adjuster with no success and I then requested to speak with a Supervisor and I was denied. I was told that a supervisor could not override an adjuster.This was the first time the I used this service, and I am very disappointed. When this service was sold to me, I was informed that it did not matter if the item or problem was old. I was told that it would be replaced.The plumbers were to send pictures to verify the problem, and it was sent and it was very clear on the picture that the rotting was from inside the pipe and normal wear and tear from daily use, but I was still denied coverage. I would like the reviewed again, please. I still have a leak, and I still have this Home Safe Coverage.Thanks,*********************** **************

  Business Response

  Date: 08/08/2024

  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 contract. Armis has denied your claim due to the corrosion which is a exclusion within your contract terms.  

  Nevertheless, out of good faith HomeSafe will refund you in full upon execution of a signed settlement release agreement. If you wish to accept this offer please email ****************************************** so we may draft the agreement and email to you for your electronic signature.

  Client Relations. 

• Initial Complaint

  Date:07/29/2024

  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 just did. In detail. To sum it up "I WANT MY AUTHORIZED $2232.64 REIMBURSEMENT MONEY DIRECTLY DEPOSITED INTO MY BANK ACCOUNT THAT THEY HAVE ALL INFORMATION ON FILE"OR A VALID CHECK THAT DOESN'T TAKE MORE THAN 10 DAYS TO TRAVEL 900 MILES!

  Business Response

  Date: 08/05/2024

  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 Armis has issued your direct deposit and resolved your claim. If you have any further questions please call ************.

   

  Client Relations. 

• Initial Complaint

  Date:07/25/2024

  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.

  Disinformation, they claim that they have a network of providers to fix customers issue. only to know that no one in my zip code are willing to work with them I mean not a single company.

  Business Response

  Date: 07/29/2024

  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 the service provider you choose we were open to working with. The claims team was waiting on further information provided by your service provider. No further information was received. 

  Nevertheless, HomeSafe will refund your last monthly payment. Please allow up to 7 business day to see the refund.

   

  Client Relations. 

  Customer Answer

  Date: 07/29/2024

   
  Complaint: 22045861
  
  I am rejecting this response because: Not only the service provider I chose won't work with you. Armis exhausted all providers in my area and called multiple service providers multiple times and not one want to work with your company. Look at the records Armis rep. called practically all they can think of and no one wants to deal with your company. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 08/09/2024

  We have answered this matter to the best of our ability on the information that was documented in your file.

  The information you have provided was not discovered in your claim review.

  Nevertheless, we will refund the remaining payment this would have been refunded in full.

  HomeSafe considers this matter closed.

   

  Client Relations 

   

• Initial Complaint

  Date:07/19/2024

  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.

  Our HomeSafe effective contract date was 3/26/2024. We have the appliance plan. We have a ******* refrigerator that was purchased from Lowes brand new 5 years ago. On June 13, 2024 the refrigerator went out. We called HomeSafe and a service rep came out that day. Claim # SR180471. The service tech said it was the main motherboard. Consequently it kept tripping the breaker. We then plugged it into an alternative outlet in an adjacent room. It has stayed on, but no ice maker and main board is still not working. It will keep the food cold. HomeSafe said because I plugged it in with an extension cord the claim was denied. I also was required to pay the technician a service fee which I will not get back. I am now out a refrigerator, a service fee, three months premium and many hours on the phone with this dishonest company.

  Business Response

  Date: 07/25/2024

  Thank you 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 ***** has been trying to contact to get this matter resolved. Their attempts have not been successful. Please keep an eye out for their call or give them a call at ************. ***** is looking forward to assisting you in this matter. 

   

  Client Relations.

  Customer Answer

  Date: 07/25/2024

   
  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:07/19/2024

  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.

  We purchased this insurance since we are retired and lived in home over 30 yrs. Paid for.I felt this was a good investment incase problems accured with furnace or a/c. That it did furnace was unrepairable and a/c leaked could not repair do to age. Got a friend with business to replace sent in all required info and pictures. And still refused any type of compensation. Just disgusted.I will never get another insurance because they all scam you.

  Business Response

  Date: 07/24/2024

  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 denied due the prior service provider improperly installing a previous repair. This caused rust which was a main cause of failure. Rust and improper installation are excluded per the terms of your contract. 

  Nevertheless, HomeSafe is willing to refund your last 6 monthly payments upon execution of a Settlement Agreement and Release. Please email ****************************************** to accept this offer and we will draft the Agreement and email it to you for your electronic signature. 

   

  Client Relations.