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:05/02/2024

  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.

  On 5/2, I received a notice that implied I had an existing home warranty with this company. I do not. The letter implied that if I did not act right away, the non-existing home warranty would expire. This is false advertising that will confuse and mislead the elderly. They may be fooled in to buying additional ************* services from a new company - a service they may not need.

  Business Response

  Date: 05/03/2024

  We have removed you from our mailing list.

  You should not be receiving any further correspondence. 

  Please allow 7 to 10 business days to filter out of the system.

  Also, be aware we can not stop current mail if it is already going through the system. 

  Client Relations. 

   

   

• Initial Complaint

  Date:04/22/2024

  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 RECIEVED AN OFFER FROM THIS COMPANY FOR A WARRANTY POLICY. I WAS CONFUSED AND THOUGHT THE COMPANY WAS HOME SERVE. I CALLED AND TOLD THEM ABOUT MY ERROR AND TOLD THEM I DO NOT WANT THIS POLICY. I SPOKE TO ***** AT EXT 108. HE ASSURED ME THIS POLICY WOULD NOT BE FILED. THIS COMPANY HAS TAKEN $209.90 EACH MONTH FROM ME SINCE JANUARY. THIS COMPANY DOES NOT RETURN MY CALLS. NOW I AM BEING TOLD THAT ***** IS ALWAYS UNAVAILABLE. I AM 78 YEARS OLD AND LIVE ALONHE. I CANNOT CONTINUE WITH THIS HASSLE.

  Business Response

  Date: 04/24/2024

  Based on the name and email address provided in your review, we are unable to locate your contract. Please email ****************************************** with your contract number so that we can properly address your concerns.

   

  Client Relations. 

• Initial Complaint

  Date:04/11/2024

  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.

  Sewer system drain field is backing up. They want do anything to help. They told me on the phone that I was covered and then denied my claim.

  Business Response

  Date: 04/17/2024

  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. 
  Armis 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 was adjudicated correctly according to the specific terms and exclusions of the ************ Contract.

  You have exceed your 30 day refund period. Out of good faith HomeSafe will be refunding your last monthly payment. Please allow up to 10 business days to receive refund. 

   

  Client Relations  

  
  

• Initial Complaint

  Date:03/25/2024

  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.

  Yes, Home Safe and Armis claims, I had two separate electrical issues I put in claims for. I changed service to Home Safe in August because I thought they were better, had better services, better customer care and boy was and am I wrong. One was for the outside of the house which was denied I somewhat understand because part of the claim was rust. not the whole electrical issue, but I dealt with it and took care of it on my own,I submitted another issue for the inside of my house which in my contract it states: 3. ELECTRICAL:a. COVERAGE INCLUDES: All components and parts including but not limited to: Breaker Box; Built-in Exhaust/Vent/Attic Fans; Direct Current (D.C.) Wiring; Lighting Fixtures;Outlets; Switches.Well, I have outlet issues, switch issue and lighting fixture issue that it keeps flickering and must be a wiring issue which are all included in on my contact that i pay monthly for. They are denying the claim because it is linked to another claim which should have been cancelled. Needless to say, I have called the company for over a week straight every day and asked for a manager and for the claims adjuster ******************************* to call me back and no one has. No one can ever help you and you can never speak to a manager because they are unable to transfer you to one. It has to be the worst services ever. I never had this issue with American Home Shield. Why would this company link 2 separate claims together, which clearly were sent on two different dates and for 2 totally different issues. If they cannot assist me, I would like them to back pay be for every month I have been a part of this company because it is the world's worst. I am quite certain the owner of this company would be sick by how it is run, and no one calls anyone back. The claims company is Armis, and they have equally been horrible and unprofessional.

  Business Response

  Date: 03/27/2024

  Thank you for bringing this to our attention.

  In review of your contract administrators notes, there were failures reported outside of your home structure as well as inside.  The contract does not cover for electrical repairs  outside of the home structure.  The failures that have occurred on the inside of your home appear to have been caused by improper install as well as physical damage to the wires.  Your chosen service provider stated that the junction boxes had no cover on them and that the wires were exposed and looked to be chewed. Armis did receive images of the failures that showed multiple wires to be damaged and exposed.  It appeared that something had chewed the wires to cause the wires to be exposed and even cut. The junction boxes appeared to be hanging on the walls without any cover.  The claims were grouped so you would have a single deductible.  Improper installs, physical damage, and failures caused by pests are not covered per contract terms. ******* Electric and Lighting, stated on their diagnosis that the wiring is exposed and damaged with junction boxes lacking proper cover. Images that were received from  ******* Electric and Lighting  show these failures to be a fire/safety hazard.
  We see that you have already cancelled your contract. As a resolution, HomeSafe will refund your last 3 payments upon execution of a Settlement and Release Agreement. If you wish to accept this offer, please email ****************************************** to confirm and we will draft the Agreement and email it to you for your electronic signature. Please be sure to include your contract number for faster processing.

   

  Client Relations. 

• Initial Complaint

  Date:03/01/2024

  Type:Billing 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.

  Date started service 12/2023. Called the company after the 1st payment on another card to discuss that I would be calling in my manual payment. Informed the company not to debit the card anymore.Called in a manual payment in January. They took my bank card that I called the payment in on and took a payment without my permission on March 1st 2024. They also gave me the run around when filing a claim. I never received any assistance yet they collected 3 months payments. Im requesting that they refund me the $49.99 back that they took out of my bank that was unauthorized.

  Business Response

  Date: 03/04/2024

  Thank you for bringing this to our attention.

  With our payment system we don't have paper billing which would be the only way to avoid automatic payments. If you had not made an arrangement or payment prior to the due date the payment would then run on auto as it did for March.

  Nevertheless, HomeSafe will refund you the March payment in the amount of $49.99. Please allow 7 to 10 business days to receive refund. 

  Client Relations.

   

   

   

  Customer Answer

  Date: 03/04/2024

   
  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:01/18/2024

  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.

  A month after being in our new home the furnace went out. We had a home warranty with Homesafe so put in a claim. For two months we have been calling for answers and it is always another reason why it is still in review. The adjuster won't return calls. The company we called to fix the furnace sent photos and explanations as to why the furnace needs to be replaced but they keep coming up with questions as to why it is not working. The furnace was old and has met its life expectancy and has numerous cracks in the unit. The company who originally made the furnace is no longer in business and parts cannot be replaced. When we send them what they ask for and answer all their questions then we don't hear from them. We have to call to find out there is more info they need. It has been one hassle after another with them. I called again this morning and was told that they need to know why it isn't working. Then they hung up on me. There isn't much more we can explain to them or anymore photos we can take and send them.

  Business Response

  Date: 01/22/2024

  ***** requested that the Administrator of your ************ Contract examine your claim based on the review you have provided. The Administrator will be reaching out to you directly to resolve this in a timely manner. If you wish to contact them first you may call ************.

  Client Relations. 

• Initial Complaint

  Date:01/16/2024

  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 1-13-24 we had two separate issues involving water lines in the house. The first was a frozen hot water line to the kitchen. The second was a bad 3/4 inch Pex Tee that was leaking on a separate water line in the ceiling over the bathroom. The water was dripping through the light fixture.This happened on a Saturday and I called Homesafe (Armis) on the toll free number. There was no live customer service since it was the weekend. The answering machine said that if this was an emergency to call a licensed contractor. This was an emergency for both issues and I called a plumber and was able to get both issues corrected at a cost of $300 out of pocket. I took a photo of the plumber's state-issued license and a photo of the paid bill and emailed both to Homesafe as well as filling out a claim form from the company's website.I called Monday during normal operating hours and was told (after a short hold) they found the email I sent with both photos but not the claim. The operator filed a claim and attached everything. Within two hours I got a call from an adjuster (****) who said he was calling to inform me that he was asking for more information from the plumber but that HS/A was more than likely going to deny the claim since it was caused by a frozen pipe, though the bill was for two separate issues and that the pex tee had nothing to do with a frozen pipe but a leak.The adjuster was short, rude and didn't want to listen to anything I had to say and at one point even told me "he had had spent 12 minutes on the phone with me over this issue." I've spent more than 30 minutes on hold (two separate times) with this company in the past over a claim for a **** repair in 2023.In short I'm looking at $300 out of pocket for an emergency situation that all or part should be covered. Yet this company tells me they are the lone party to determine what constitutes an EMERGENCY and that I should have just turned off the water and waited in single-digit temps to get pre-approval.

  Business Response

  Date: 01/16/2024

  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 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. 

   

  Customer Answer

  Date: 01/17/2024

   
  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:12/29/2023

  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.

  Complaint taken over phone by BBB representative BA Consumer has had an account with the business for 4-5 months. His dishwasher went out about a month ago. It was leaking water. A repair man came out and said it would cost $568.00 to repair. Consumer paid $136.00 for the service call. He has a deductible of $60.00. HomeSafe said they would send a check for the service call (minus $60) and for the repair. The underwriter ***** issued a check on 12/7/23 and told consumer he would receive it in 10 business days. He called up on 12/28 (no check received) and was told he would have to wait 14 more days because of the holidays. ******** said this was not acceptable. ***** told him they would cancel he first check and reissue a new one. They told him it would arrive in 14 business days. They did not offer to overnight the check. When he asked to speak to someone in the billing department, they could not give him their number - he was told they operate by email. He could not get a straight answer from anyone.

  Business Response

  Date: 01/08/2024

  Armis requested that the Administrator of your ************ Contract examine your claim based on the complaint you have provided.

  The Administrator will be reaching out to you directly to resolve this in a timely manner.

  If  you wish to reach them first you may call ************.

  Client Relations. 

• Initial Complaint

  Date:12/12/2023

  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.

  This is the worst warranty company ever please stay away from them I had coverage for 2yrs and my heater exchanger went out on my unit and they cant cover it because the rust cause the problem. I ask the question how can I control the elements of the outside of the unit they really couldnt ask that questions, but I reason I think they denied the whole claim because the parts has has discontinued so they would have to replace the whole unit . So please stay away from this 3rd party company thru Car Shield never again

  Business Response

  Date: 12/13/2023

  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 reported a failure that was stated to have occurred on 11/27/2023. On the date of 11/28/2023 for a furnace that had failed.  An estimate was uploaded to the claim on 11/30/2023 for a failed heat exchanger that was stated to be no longer available. ***** advised the service provider that a diagnosis would be required to move the claim forward with determining coverage for you.  ***** denied the claim due to rust as the images that were received and showed severe rust to be the cause of failure. The images showing the rust to be the cause of failure were received/uploaded 12/11/2023.  The adjuster determined that no coverage would be extended that same day and advised you of the claim decision.  At that time, you had requested to be transferred to Home Safe for the cancellation of your contract coverage. When a component is not eligible under the contract we cannot make any further changes. If you have any additional questions please contact Armis at ************. 

  Client Relations 

  Customer Answer

  Date: 12/18/2023

  The reason this company didnt wont to pay for the repair it was because didnt part wasnt available no more so they would have to replace the whole unit so I decided to cancel my policy with then so please if you thinking about a home warranty go to more reputable company 

• Initial Complaint

  Date:12/11/2023

  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.

  HomeSafe ***************** I turned in 2 LEGITIMATE claims over a year ago on our refrigerator and also a dishwasher. All I got was run around we need this or that etc. Techs would send what was needed. Never any follow up or payments. Turned in a furnace claim last week. Spoke to claims adjuster. Emailed him repair or replacement info. Called today. They conveniently don't have emails with estimates although my server shows delivered. Terrible service.

  Business Response

  Date: 12/18/2023

  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 will be reaching out to you directly to resolve this in a timely manner. If you wish to contact them first please call them at ************. 

  Client Relations