Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:12/06/2023

  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.

  i sign up for this home warranty and when it was time to take care of a issue the company has done everything not to honor the warranty I sign up on around July 22,2023 and the warranty went into effect August 22,2023. My monthly payment was ***** a MONTH. I called homesafe and reported that my viking appliance had issues I found a license appliance repair company to come out to give me a estimate on the appliance. They gave me and sent in estimate to homesafe. Homesafe ask for model and serial number thats not on appliance and wants exact reason why appliance does not work. the appliance over 15 years old and **************** told them appliance has broken parts and grease. over time what do you expect. my contract number hwf-*******

  Business Response

  Date: 12/08/2023

  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.

  After review, ARMIS has adjudicated the claim per HomeSafe Contract. At this time, with the information ***** has for this claim, there is no coverage eligible to be extended. ***** has made you aware of what is needed for review and is aware that at this time, with what we do have from the service provider it is not coverable. Armis has spoken with you this week regarding this claim and a voicemail was left for the service provider. If you have any other questions please contact Armis at ************.

  Client Relations. 

   

• Initial Complaint

  Date:12/05/2023

  Type:Sales and Advertising 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/Armis are the worst ever company to deal with. For the entire year and since I joined Homesafe (Armis) I had only one service call for a washing machine. It took over two months to close the ticket. Every time I call In told a review would take 24 to 48 hours, it actually takes anywhere between 7 to 14 days to actually do it. Every single promise was not kept, even when speaking with supervisors on two separate occasions who promised to follow up/investigate and call back. Obstacles were thrown in the way to get the customer to pay out of pocket even though the technician that was selected, had the highest ratings on thumbtack, the link was provided by Armis. Technician coming to my home on more than one occasion and spending hours himself trying to provide the answers, in a very specific way that were requested. We had to carry our laundry and get it washed outside while we waited, and waited for Armis over two months of the machine being broken down. Communication is the worst. After almost daily calls lots of hour on the phone, trying to get status and provide information or get direction for next steps, never was given the truth for any follow up and always been a struggle and a source of frustration. I had to figure out a way to get a washer working at home instead of taking the laundry outside, I ended up taking the estimated repair cost ($558) instead of the full amount to replace the washer with similar functionality and features as stated, in the contract. Armis should pay the entire cost of the replacement $991.2. They were dishonest, not dealing in good faith to provide timely feedback, and work with the service technician, and myself as the customer to provide timely answers, and resolution.

  Business Response

  Date: 12/06/2023

  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. Armis 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 reach out to them sooner you may call them at ************.

  Client Relations.

• Initial Complaint

  Date:11/15/2023

  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.

  No contractors will accept their service plan. HomeSafe was ALSO unable to find a contractor. They wanted me to pay to have a contractor to do the work and they would reimburse me when I am only suppose to have a $65.00 copay. Contractors that I have contacted advised not to pay upfront due to customers in the past not being adequately reimbursed and also said they would not accept them as a claims service due to failure to pay.

  Business Response

  Date: 11/17/2023

  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 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 ARMIS ************.

  Client Relations. 

• Initial Complaint

  Date:11/13/2023

  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.

  On October 2, 2023 a salesperson from Home Safe called me and told me that the Home Warranty program I had with First American Home Warranty would not cover a lot of things that could go wrong in my home. He told me that his program with Home Safe had double the coverages that First American had and that I should switch over. I had never had a problem with **** when I needed them. They always did what they said they would do. But he convinced me to switch. They give you 30 days in which to cancel but you can't file a claim for 20 of those days. So if you don't magically have something happen in the 10 days between when you can file a claim and when they refuse to allow you to cancel without penalty, you have NO IDEA THAT YOU ARE PAYING FOR NOTHING!At *********************************************** mid-cycle and I called them to get service. I was told that in a city of ******* people they did not have ONE single company who could provide service on a dishwasher! I went through this process twice as I was told the first person didn't know what they were doing. Once I realized that they really had no one in my area to repair appliances, I told them I wanted to cancel immediately and I would like a pro-rated refund for the remaininig days that I had paid for in advance on this 2nd month. The customer relations person refused, telling me that I had their SERVICE until December 4th. I told her that I already paid them $71.02 for the first month for nothing and I had no intention of paying for a full 2nd month when they had no one to provide me service! I was told that I could find a service person and pay for the service and IF it fell under their guidelines, they would reimburse me.At his point I don't trust anything they say so I requested twice to speak with a manager or supervisor and was told that the supervisor replied there was no need to speak with me because they would do nothing about the issue. BBB rating is A+ with reviews 1.25 out of 5 stars.

  Business Response

  Date: 11/14/2023

  Thank you for bringing this to our attention.

  Your policy has been canceled and refunded in full. Please allow 7 to 10 business days to receive a refund.

  Client Relations

• Initial Complaint

  Date:11/08/2023

  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.

  I carry Carshield and back in July or August a rep called me to tell me about HomeSafe. So I got them. Last week, I called to make a claim because my washer went out. I asked who can I call and I got the number for Dirt Cheap Appliances. The company called me and said they don&#**;t mess with them because they don&#**;t pay their bills. I called HomeSafe back and ******* said you have to find your own company to work on your washer. Every one I called on the list said that they don&#**;t work with HomeSafe. ******* said it depends on if it is approved or not. I told her it&#**;s the control panel on the washer and ******* said we don&#**;t cover that anyway. I tried calling other companies and they said they don&#**;t work with HomeSafe. I called them back today and ******* said I will look and find a repair company for you. I was totally mislead. I want my money back and to cancel my agreement with HomeSafe.

  Business Response

  Date: 11/10/2023

  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 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:11/07/2023

  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.

  I entered into an agreement with a home warranty company known as home safe administrated by a company called Armis. The premiums were $65.01 beginning on April 6, 2023. I had an electrical problem and I contacted a service provider for an estimate. They said the problem was a burned breaker and the electrical panel would have to be replaced. I sent this estimate via fax as instructed along with pictures of the damage. Two days later I got a call from someone connected with the warranty company. He said he needed clearer pictures and to e-mail them. I sent him more photos. He called me and said he needed an a new estimate with the labor and parts separated with prices. The provider I was working with wouldnt do that. They said I asked for an estimate and an estimate was sent. I called other electricians who said the same. I called the adjuster back and this time he said the division of labor and parts wasnt necessary. The provider I was working with wouldnt call me back when I contacted them so I got an estimate from another electrician. He said The electrical box would have to be replaced. I sent his estimate and more pictures to home safe. They left a message saying the panel was repairable and they would approve $265.00. This estimate was $1400.00.I had two electricians verify the box needed to be replaced. I feel they are trying to tell me it only needs a breaker replaced. I tried to explain that the bus bar the breaker connects to is melted. I asked them if they would send an electrician out. They were not interested.I think these people are trying to cheat me.

  Business Response

  Date: 11/08/2023

  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. 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 was adjudicated correctly according to the specific terms and exclusions of the ************ Contract. Since ***** never received cause of failure they could not move forward with covering the claim. If you have any further questions you may contact Armis at ************ as they are the obligated party of your claims. 

  Client Relations 

• Initial Complaint

  Date:11/02/2023

  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.

  My air conditioner stop working in August. Had 3 different contractors come out and all stated that the unit needed to be replaced because it was so old. Homesafe/Armis requested a diagnosis and pictures. I sent everything that was requested. They never responded to emails until I called them. They asked for more information or asked for the information that was already sent. It is now November and the issue has not been resolved. It is now November, the heat doesn't work and I'm dealing with another claim. I have a 75 yr old father with health conditions but, the home warranty company doesn't seem to care. They have avoided paying the claim. Prior to this, it took the same company 2 months to approve and pay the claim for my dryer.

  Business Response

  Date: 11/06/2023

  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. 

  Customer Answer

  Date: 11/06/2023

  Clients Name is ***************************

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

  I am the clients daughter. I am handling the account for him.  My name is listed as point of contact on his account. 

  Business Response

  Date: 11/09/2023

  ***** 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.

  Client Relations

• Initial Complaint

  Date:11/02/2023

  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 October 6, 2023 I filed a claim #SR106819 with HomeSafe whom I have paid a monthly premium since 2021. My coverage plan includes both systems and appliances, however my washer broke due to motor failure and the information that you can read on the attached invoice from Mr. ********* stated that and the HomeSafe adjuster by the name of ***** is not satisfied with this explanation. I have had the repair man reword the problem three different times and I have also sent a video of the sound the washer was making and that is still not enough for this BJORN person. I have asked for a supervisor (****** is his name) and have yet to hear from ******. Please help!!!!!!

  Customer Answer

  Date: 11/02/2023

  The evening of the day of my complaint. I received a call from HomeSafe / Armis adjustor saying that I would receive a settlement and asked how I would like to receive the payment. as of Monday I did receive a direct deposit regarding this issue. I truly believe that there claims department should do better with communicating with long time customers that have paid in full.

  Your help in this matter is greatly appreciated.

  Best Regards,

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

• Initial Complaint

  Date:11/01/2023

  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.

  I have been paying monthly for the warranty, now a year later I have a claim. They have dicked me around for 3 months I Sent them what they wanted from **************** and they keep messing around and will not pay. Very bad company.

  Business Response

  Date: 11/02/2023

  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 and information we have obtained the results of this investigation indicate that the claim was adjudicated correctly according to the specific terms and exclusions of the ************ Contract. The repair was completed without prior authorization which is specifically excluded in your contract. If you have any additional questions you may contact Armis at ************. As they are your contract administrator and obligator of your contract. 

  Client Relations. 

   

• Initial Complaint

  Date:10/27/2023

  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.

  On 10/14 we noticed in our refrigerator the ice melting in the icemaker and also the refrigerator/freezer was not cooling. We called Armis /Homesafe on Monday the 16th we were told to have our own person come out to make the repair and I called ****** home repair. The repairman came out on the 17th and stated that our compressor had a leak and he was not able to fix compressor leaks. He gave us the name of ******************** and they came out on the 19th. They also diagnosed that there was a compressor leak and gave an estimate of $1648 to make the repair. The estimate was sent to Armis and they stated they would need 24 to 48 hours to review and get back with us. We never received a call back and on the 21st. I gave them a call and they told us that they would need to see pictures of the compressor leak in order to be able to approve the estimate. ******************** returned on October 25 and picture of the compressor leak was sent to Armis. We were then told it would be another 24 to 48 hours for someone to review the pictures and get back with us. I called them on 10/27 and was told they would need more time to review the pictures. I then argued that they had had plenty of time to review the pictures and that we have now been without a refrigerator for 14 days. the person on the phone then told us that the pictures did not really show a leak and that the claim was going to be denied even though two separate repair services had successfully diagnosed that there was a compressor leak. We are now without a working refrigerator and will be forced to go buy one this upcoming week so we can return to where we were before this all started. I am expecting a settlement from ***** for $2301.67 which is the the price to replace the refrigerator with a like refrigerator.

  Business Response

  Date: 11/01/2023

  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  ***** repeatedly advised that images of the refrigerant leak that caused the compressor to fail were needed and the pictures were never received.  Armis received images of the compressor, however, no images of the actual leak were ever received. Without having the images that were needed this claim will not move forward. If you have any additional concerns please contact Armis at ************.

  Client Relations.