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Business Profile

Warranty Plans

HomeSafe

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Warranty Plans.

Complaints

Customer Complaints Summary

  • 115 total complaints in the last 3 years.
  • 47 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:07/18/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 homesafe warrenty about 5/25/23 for ***** a month. In April of 2024 the a/c would not blow cold air and our shower faucet was leaking claim # sr150655 and #sr150656.After calling and making countless attempts to find a service provider in our area to know avail.even the phone reps at homesafe could not find a provider in our area.No service provider wanted to deal with homesafe. I am 63 years old on disability and so Is my wife and we have a little dog that has trouble breathing in the heat due to health reasons. We spoke with many representatives trying to get assistance with providers none could help. We canceled our service on 5/9/24 and asked for our payments refunded and was told were sorry we cannot get a refund. We felt confident with this warrenty service but got no assistance when we needed it most. We got a window unit a/c but it will not cool the house we have a two story it only cools between 77 & 80.We would like our money refunded and our a/c fixed.If you could please help us with this matter.Thank you ***********************

    Business Response

    Date: 07/24/2024

    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 Armis has stated there has been a service provider located. They are waiting for information from the service provider before the claim can move any further. For any additional questions please contact Armis at ************.

    Client Relations.

  • Initial Complaint

    Date:07/11/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    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 a strange noise from attic fan. On 07/01, I called a local electrician for an estimate. I then remembered I had HomeSafe and filed a claim with them on the same day. A rep called and did a three way call with the electrician and myself to confirm the details of the repair. I had it done on 07/05 for $1179.75. I submitted the receipt as requested. I got an email on 07/08 that they needed the model and serial numbers of both attic fans. I did as instructed by the rep and claim was denied.

    Business Response

    Date: 07/17/2024

    After reviewing the notes on your claim it appears you were reimbursed in full minus the deductible for your claim. 

    It looks like Armis refunded the repair back you via direct deposit. 

    HomeSafe considers this matter closed.

     

    Client Relations. 

    Customer Answer

    Date: 07/17/2024

     
    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:07/09/2024

    Type:Order Issues
    Status:
    Answered
    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 May 2 2024, I filed a claim for 2 AC units upstairs and downstairs. I paid a certified technician $75 to come out and find the problem. I emailed the findings with images and the estimate. ***** contacted the technician and requested images of the coils leakiing I paid the technician $300 to take more images and emailed them to Armis. I received a call and the rep said that the claim was denied because of rust. Which is what they tell everyone. They know that what they are asking for is nearly impossible without breaking the unit down into pieces. I thought that paying $49 per month was steep but it would be worth it if something happened. But this company is not honorable.

    Business Response

    Date: 07/17/2024

    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 a claim was filed for the evaporator coil in July of 2023. The claim was denied due to rust and/ or corrosion as this is excluded per your contract. The same issue was called in on 5/24/24. The claims department let you know that we could not cover this as rust and/or corrosion is excluded from your contract. The claim decision will not change. In efforts to resolve this matter HomeSafe will refund your last 6 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.

    Customer Answer

    Date: 07/17/2024

     
    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,

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

    Customer Answer

    Date: 10/08/2024

    Please follow up with this complaint #********. There has been no refund or contact regarding this matter since your message in July.

    Business Response

    Date: 10/11/2024

    We apologize for the delay as we did not receive the agreeance email.

    We are drafting the agreement and will send to you for electronic signature today.

    Thank you for making us aware of this and allowing us to resolve this matter. 

    Client Relations. 

    Customer Answer

    Date: 10/13/2024

    Case ********. Morning I received a docusign from homesafe for less than than what was agreed upon $300. They have still continued to draft my account since that agreement. I wish to have my payments refunded and the $300 in full please. Thank you for your assistance.

    Customer Answer

    Date: 10/13/2024

     
    Complaint: 21966203

    I am rejecting this response because:

    I received a docusign from homesafe for less than than what was agreed upon $300. They have still continued to draft my account since that agreement. I wish to have my payments refunded and the $300 in full please.


    Sent from ***** ******* (*****************************)

    Sincerely,

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

    Business Response

    Date: 10/29/2024

    You had signed the agreement stating the contract would be cancelled upon signature. 

    Therefore, you had signed the agreement on 10/23/24 and the policy was cancelled the same day per the agreement.

    There will be no further refund.

    Since you have signed the legally binding agreement we consider this matter closed. 

     

    Client Relations. 

  • Initial Complaint

    Date:07/09/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Denied a claim that should be covered. Canceled the policy and need my money for the month of July back.

    Business Response

    Date: 07/16/2024

    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 you had not met the requirements of your waiting period. Therefore the contract can not extend coverage to this repair. Although there is no refund due, HomeSafe will refund you in full 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. 

    Customer Answer

    Date: 07/16/2024

     
    Complaint: 21963816

    I am rejecting this response because:
    Homesafe did not send me the policy information through the mail or email to show me what was covered. In other words they tricked me and the agent told me that it should cover repairs. I lost on a service call of $59 and made two payments of $59.99 to Homesafe. Their business practice with me IS unfair and dishonest. Homesafe IS A Ripoff and I just need my money for July back!
    Sincerely,

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

  • Initial Complaint

    Date:07/09/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 CALLED THE COMPANY TO REQUEST SOMEONE TO COME SEE ABOUT OUR REFRIGERATOR BECAUSE IT'S NOT GETTING COLD. WE CALLED ON SATURDAY AS OF TODAY NO ONE HAVE REACHED OUT. WE WERE TOLD THAT WE WOULD GET A CALL IN 24 HOURS. OUR FOOD HAVE SPOILED AND MY HUSBAND MEDICATION MUST STAY COLD AND WE HAVE NOTHING TO KEEP IT COLD.

    Business Response

    Date: 07/16/2024

    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. After further review Armis is waiting on information from your service provider. Your claim is still in open status. You may contact Armis at ************ if you have any additional questions regarding your claim. 

    Client Relations.

     

  • Initial Complaint

    Date:06/09/2024

    Type:Billing Issues
    Status:
    Answered
    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 continue to harass me trying to get me to buy their policy , I've told them over and over to stop sending me junk mail and they continue and they're calling me and they're trying to make me give them my credit card. Please make this stop, BBB has come through for me in the past and I'm sure they will again. Thank you

    Business Response

    Date: 06/11/2024

    Thank you bringing this to our attention.

    We have removed you from the mailing list and you should not be receiving any further communications. 

    Client Relations. 

     

  • Initial Complaint

    Date:06/06/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 started back in February of 2024. I called to get my refrigerator fixed. They contacted an appliance repair company and they came out to see what was going on. They said it needed a fan in the freezer area to fix the problem. They came back and put the part in, but come to find out it was the wrong part. The appliance company said that home safe told them to try and make it work. After it didnt work they said that the refrigerator needs to be replaced. After waiting and calling every week I was told after 5 weeks that they cant fix it or replace it because the wrong part was put in and it voided my warranty. However I asked many times for a copy of the contract I never received one. Even after they said they would send me one.So at this point Im very annoyed that I have a refrigerator problem and paid money for a contract that wont do anything.

    Business Response

    Date: 06/13/2024

    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 any additional questions please contact Armis at ************.

    Client Relations. 

  • Initial Complaint

    Date:06/03/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 submitted detailed invoices from a licensed **** company from last year and a detailed invoice from a licensed plumbing company who installed two water heaters for me. HomeSafe has been taking my $79 each month since April 17, 2023, and says my breakdown coverage begins 20 days after the contract Effective Date. This company is a scam because I have submitted two claims, which they refuse to pay. They continue to give me the runaround and look for excuses not to reimbursement me for the repairs/replacements that have been done, which are: 1) a $150 repair on a **** system 7/17/23, claim #H540891, and 2) two 20-year-old water heaters $3,872.83 replaced 5/29/24, Claim #SR174658. I sent them estimates prior to the work being done but, after the fact, I was told the claim was denied because I had the work done without prior approval and did not send pictures or model numbers of the old water heaters. When I submitted the invoices to the ***************************** and called to let them know I had submitted the invoices, I was told there was already a claim for the **** repair and they would start a new claim for the water heaters and that an adjustor would be in contact with me. The adjustor **** contacted me to let me know the claims had been denied and appeared to be amused by telling me my claims had been denied. This company has not tried to resolve the problem because they flat out denied the claim using excuses not to pay the claim. I will also contact consumer affairs regarding this matter. I cannot continue to pay this company $79 a month and they are not fulfilling their obligations.

    Business Response

    Date: 06/05/2024

    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 your claim was found to be adjudicated correctly per the terms of your contract. You had two water heaters replaced without prior authorization. The units were manufactured in 2011. Per your contract terms there is no coverage on water heaters over 12 years of age. Therefore this denial will be standing as is. Nevertheless, HomeSafe will offer a refund of 7 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. 

    Customer Answer

    Date: 06/17/2024

    The business has failed to follow through on the resolution.

    Business Response

    Date: 06/17/2024

    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 your claim was found to be adjudicated correctly per the terms of your contract. You had two water heaters replaced without prior authorization. The units were manufactured in 2011. Per your contract terms there is no coverage on water heaters over 12 years of age. Therefore this denial will be standing as is. Nevertheless, HomeSafe will offer a refund of 7 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. 

    Customer Answer

    Date: 06/26/2024

    I am still waiting for the resolution with HomeSafe to be completed. The only thing I am getting from HomeSafe is being harassed by them for a payment. They said they would give me seven months back of my monthly payments, which I have not received.

    Business Response

    Date: 07/16/2024

    We stated we would refund you upon a signed Settlement Agreement Release.

    We sent you the agreement for your electronic signature on 6/6/24. 

    To date we have not received the completed document.

    We will resend to your email on file.

    If you would prefer we mail this to you please email ******************************************.

     

    Client Relations. 

     

  • Initial Complaint

    Date:05/31/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 made an agreement with car shield. When I called to cancel it, they said there would be no more fees taken out of my account. What they did. Was take the money. I was paying to car shield and put it on home safe. Which work together? This. Was with no permission. They never ask, they never told me. They just switched it from one company to another.

    Business Response

    Date: 06/06/2024

    Thank you for bringing this to our attention.

    We have reviewed the initial sales call and you were in agreement with starting your HomeSafe policy.

    We apologize if there was any confusion. 

    CarShield is not HomeSafe so if you were wanting to cancel you would have had to speak with HomeSafe customer service.

    It also appears you have charged back 4 monthly payments and the bank has issued you the funds. 

    Therefore there will be no refund due.

    We are sorry to lose you as a customer.

    Client Relations.

     

  • Initial Complaint

    Date:05/10/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    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 submitted a detailed report from a licensed HVAC company . He has tried to explain to them that the photos they keep requesting will result in a double labor fee, due to the location of the failure. He has also advised that to proceed with their request could result in a complete failure of my system, leaving me completely without AC. He ga been in business for over 40 years. He would have to strip my unit down to try to take a photo of the cracked coil, thereby leaving me without any air conditioning. They are just looking for any way to not pay for my repairs. I have had the warranty for 12 months. They want me to incur the additional labor costs for this just to get a photo. This is absurd. I am asking for them to acknowledge the 40plus year Contractor opinion of the repair needed and have the repair completed asap.

    Customer Answer

    Date: 05/11/2024

    They are asking for photos of a leak in the ac coil. To do that the unit would have to be stripped down and there is no guarantee it will work afterwards(hence asking for coil to be replaced). They will not say they will cover any of this expense. I bought this warranty 1 year ago. I feel this is an unreasonable and unnecessary request. The repair company has given them the needed estimate. If it continues on the whole system will have to be replaced.

    Customer Answer

    Date: 05/14/2024

    Thank you very much, since they received the complaint they have reversed their decisions and have satisfied the claim.

    Business Response

    Date: 05/20/2024

    Thank you for bringing this to our attention.

    We have contacted ***** and they have stated that they will be reaching out to you regarding claims status.

    If you wish to contact them first their phone number is ************.

    Client Relations 

    Customer Answer

    Date: 05/21/2024

     
    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,

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

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